<?xml version="1.0" encoding="ISO-8859-1"?><article xmlns:mml="http://www.w3.org/1998/Math/MathML" xmlns:xlink="http://www.w3.org/1999/xlink" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance">
<front>
<journal-meta>
<journal-id>0012-7353</journal-id>
<journal-title><![CDATA[DYNA]]></journal-title>
<abbrev-journal-title><![CDATA[Dyna rev.fac.nac.minas]]></abbrev-journal-title>
<issn>0012-7353</issn>
<publisher>
<publisher-name><![CDATA[Universidad Nacional de Colombia]]></publisher-name>
</publisher>
</journal-meta>
<article-meta>
<article-id>S0012-73532019000400064</article-id>
<article-id pub-id-type="doi">10.15446/dyna.v86n211.78368</article-id>
<title-group>
<article-title xml:lang="en"><![CDATA[Application of the SERVQUAL model to evaluate the quality in the transportation service in Morelia, Mexico]]></article-title>
<article-title xml:lang="es"><![CDATA[Aplicación del modelo SERVQUAL para evaluar la calidad del servicio de transporte público en Morelia, Mexico]]></article-title>
</title-group>
<contrib-group>
<contrib contrib-type="author">
<name>
<surname><![CDATA[Valenzo-Jiménez]]></surname>
<given-names><![CDATA[Marco Alberto]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
</contrib>
<contrib contrib-type="author">
<name>
<surname><![CDATA[Lázaro-López]]></surname>
<given-names><![CDATA[Daniel Adan]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
</contrib>
<contrib contrib-type="author">
<name>
<surname><![CDATA[Martínez-Arroyo]]></surname>
<given-names><![CDATA[Jaime Apolinar]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
</contrib>
</contrib-group>
<aff id="Af1">
<institution><![CDATA[,Universidad Michoacana de San Nicolás de Hidalgo Facultad de Contaduría y Ciencias Administrativas ]]></institution>
<addr-line><![CDATA[Morelia Michoacán]]></addr-line>
<country>Mexico</country>
</aff>
<pub-date pub-type="pub">
<day>00</day>
<month>12</month>
<year>2019</year>
</pub-date>
<pub-date pub-type="epub">
<day>00</day>
<month>12</month>
<year>2019</year>
</pub-date>
<volume>86</volume>
<numero>211</numero>
<fpage>64</fpage>
<lpage>74</lpage>
<copyright-statement/>
<copyright-year/>
<self-uri xlink:href="http://www.scielo.org.co/scielo.php?script=sci_arttext&amp;pid=S0012-73532019000400064&amp;lng=en&amp;nrm=iso"></self-uri><self-uri xlink:href="http://www.scielo.org.co/scielo.php?script=sci_abstract&amp;pid=S0012-73532019000400064&amp;lng=en&amp;nrm=iso"></self-uri><self-uri xlink:href="http://www.scielo.org.co/scielo.php?script=sci_pdf&amp;pid=S0012-73532019000400064&amp;lng=en&amp;nrm=iso"></self-uri><abstract abstract-type="short" xml:lang="en"><p><![CDATA[Abstract  Purpose:  The objective of this paper is to evaluate the quality of the public transportation system service in the city of Morelia, Mexico.  Methodology:  According to the needs of the study, the expectation-perception SERVQUAL model was adapted, which consists of 5 variables: Tangibility, Reliability, Responsiveness, Security and Empathy, and 25 items. The subjects of the study were users over 15 years old who regularly use the system. Users answered the expectations questionnaire the before getting on the transport vehicle and for the perceptions questionnaire, users answered it after getting off the vehicles. For each questionnaire, the sample was 392, a total of 784 people participated in the study, and their answers where measured using a five-point Likert-type scale.  Results:  The mean comparison shows that respondents have a high expectation level, with 4 points or above, whereas their perception level is 3, with gaps between 0.5 and 1 points.]]></p></abstract>
<abstract abstract-type="short" xml:lang="es"><p><![CDATA[Resumen  Propósito:  El objetivo de este trabajo es evaluar la calidad en el servicio del sistema de transporte público en la ciudad de Morelia, México.  Metodología:  Se adaptó el modelo SERVQUAL que evalúa las percepciones y expectativas de los usuarios de un servicio mediante una escala de 5 puntos tipo Likert, consta de 5 variables: Tangibilidad, Fiabilidad, Capacidad de Respuesta, Seguridad y Empatía, consta de 25 ítems. El sujeto de estudio fueron usuarios mayores de 15 años que utilizan el servicio. Para medir las expectativas, los usuarios fueron cuestionados antes de utilizar el servicio, para las percepciones, fueron cuestionados después de utilizarlo. La muestra fue de 392 casos, con un total de 784 participantes.  Resultados:  La comparación de medias muestra que los individuos tienen expectativas muy altas, con 4 o más puntos, contrario a las percepciones que presentan resultados de 3 puntos, además de brechas entre 0.5 y 1 puntos.]]></p></abstract>
<kwd-group>
<kwd lng="en"><![CDATA[service quality]]></kwd>
<kwd lng="en"><![CDATA[SERVQUAL]]></kwd>
<kwd lng="en"><![CDATA[quality]]></kwd>
<kwd lng="en"><![CDATA[public transportation]]></kwd>
<kwd lng="en"><![CDATA[urban mobility]]></kwd>
<kwd lng="es"><![CDATA[calidad en el servicio]]></kwd>
<kwd lng="es"><![CDATA[SERVQUAL]]></kwd>
<kwd lng="es"><![CDATA[transporte público]]></kwd>
<kwd lng="es"><![CDATA[movilidad urbana]]></kwd>
</kwd-group>
</article-meta>
</front><back>
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<label>[63]</label><nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Midor]]></surname>
<given-names><![CDATA[K.]]></given-names>
</name>
<name>
<surname><![CDATA[Ku&#269;era]]></surname>
<given-names><![CDATA[M]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Improving the service with the SERVQUAL method]]></article-title>
<source><![CDATA[Management Systems in Production Engineering]]></source>
<year>2018</year>
<volume>26</volume>
<numero>1</numero>
<issue>1</issue>
<page-range>60-5</page-range></nlm-citation>
</ref>
</ref-list>
</back>
</article>
