PERCEPCIÓN DE LA CALIDAD DE SERVICIO DEL TRANSPORTE MARíTIMO EN LA PATAGONIA CHILENA

Abstract

The main objective of this research is to analyze the perception of service quality by users of the Empormontt company, which manages maritime transport in southern Chile, to generate information that provides feedback on the decision-making process of service providers. For this, a non-experimental and descriptive study of cross-sectional design with a quantitative approach was developed. A questionnaire was constructed that collected 20 indicators representing seven dimensions, measured on a 5-point Likert scale, which was applied to a sample of 403 passengers. It was possible to determine that the users of the service have a high average perceived quality for all the dimensions studied. The validity check of the measurement scales used was developed using the SPSS 25.0 statistical software. The Cronbach"™s alpha coefficient obtained was 0.944 for the complete questionnaire, which indicates a very good reliability of the scale used. Keywords: Organizations, organizational governance, quality management, port services.