Servqual model and statistical analysis to improve the quality of service and its profitability in the Riotec Empress company, in the city of Riobamba, Ecuador

The purpose of this research is to design a service model aimed at improving the quality of care in COMPAÑÍA RIOTEC EMPRESS S.A., located in the city of Riobamba, province of Chimborazo. The research began with a scientific foundation that allows us to argue from various perspectives that the quality of the service offered to customers is essential for any company. This study adopts a mixed approach, combining qualitative methods for data collection and quantitative methods for statistical analysis, using the SERVQUAL model, with a sample of 383 people to collect direct information. The research is classified as descriptive and explanatory, with a non-experimental design, since it does not seek to manipulate the object of study, but rather to analyze the relevant variables, identify failures and propose solutions. The type of study is field and also includes a documentary bibliographic review, considering that it is one of the many taxi companies in Riobamba. The new service model seeks to focus on improving aspects such as reliability, responsiveness, security, empathy and tangible elements, and strategies were developed such as employee training, update meetings to reduce errors and 24-hour customer service. It is recommended to implement the proposed plan to improve the service and attract more customers and retain existing customers.Keywords: Service; quality; economic profitability; research; security.