KEY PERFORMANCE INDICATOR (KPI) “LA SATISFACCIÓN DEL CLIENTE” Y LA COMPETITIVIDAD EN LAS OPERADORAS DE TRANSPORTE TERRESTRE INTRAPROVINCIAL DE PASAJEROS

Abstract

The fundamental axis for the economy of countries around the world, is given by the perseverance and development of activities
that provide microenterprises, generating income and job, however, their trends predominate despite having major problems with respect to the customer satisfaction and competitiveness. The purpose of this paper is to study the satisfaction of passengers and the competitiveness of intraprovincial transport operators. For this end, Key Performance Indicator (KPI) is used; it is a useful tool to measure the performance of a company that ensures the quality of service and customer satisfaction. The Key Performance Indicator selected was the Conditional Value at Risk (CVaR), which is a statistical indicator of the losses or profits of a company with respect to an investment portfolio, which indirectly measures competitiveness and customer satisfaction. The results of the study were that there exist loss in the company and then necessary measures could be taken to improve the performance.