Relationship between the service’s quality perception of the North Central Corridor of Quito and the user’sprobability ofswitchingto the Subway

Abstract

The services quality perception and the customer’s satisfaction are interconnected elements that determine the prevalence and sustainability within an organization into every time more competitive markets. This research’s objective is to determine the relationship between the user’s quality perception about the Quito City North Central Corridor and their probable switch to new subway service. In order to accomplish such task a correlational and quantitative approach was carried out where 385 users were involved. The information gathered through survey was derived from the SERVPERF model which trough five dimension measures quality perception the over a service. The Cronbach’s Alpha and KMO coefficients achieving side studies as well which confirmed internal consistency correlation amongst the questionnaire items. The statistical evidence used were Chi-Square and Cramer's V determination and the result proved that the user’s quality perception level has a significant effect over the chance to a switch to another transportation service.