Evaluating Road Serviceability Using SERVQUAL: A User-Centered Approach

Purpose: This study aims to develop a cost-effective methodology for evaluating road serviceability by integrating the SERVQUAL model, traditionally used in service quality assessments, with a user-centered approach. Design/Methodology/Approach: The research involved evaluating roads in various cities in Ecuador, including Cuenca, Riobamba, Guano, Penipe, Salcedo, and Guaranda. These roads are considered secondary, main, and urban. The SERVQUAL model was adapted to gather user perceptions on road quality through surveys, focusing on dimensions: tangibles, reliability, responsiveness, assurance, and empathy. Statistical analyses, including Pearson correlation coefficients, were conducted to validate the reliability and consistency of the SERVQUAL model in this context. Findings: The findings indicate that user perception, as measured by the SERVQUAL model, is a reliable metric for assessing road serviceability. Significant consistency was observed across the SERVQUAL dimensions, demonstrating the model's effectiveness in capturing user satisfaction. The study showed that user feedback provides valuable insights into road conditions, complementing technical measurements and identifying specific areas of concern that may not be evident through traditional methods alone. Conclusions: This integrated approach offers a practical and economical alternative for road serviceability assessment. It enables road management authorities to incorporate user perceptions into their evaluations, providing a more holistic view of road quality. The methodology is particularly beneficial for regions with limited resources for extensive technical evaluations. Originality/Value: This study introduces an innovative application of the SERVQUAL model in road serviceability evaluation, demonstrating the feasibility and value of using user perceptions as a complementary metric to traditional technical measurements. The approach enhances traditional evaluation methods by incorporating user feedback and reducing costs, making it valuable for road maintenance planning and decision-making.