Empathy in the quality of public transportation and impact on peruvian university welfareEmpathy in the quality of public transportation and impact on peruvian university welfare
Journal Title: Prohominum - Year 2024, Vol 6, Issue 4
Abstract
This study analyzes how empathy in quality public transportation service can improve the well-being of Peruvian university students, positively impacting their quality of life and academic performance. The objective is to determine the impact of empathy inthe quality of public transportation service on the well-being of students at the Faculty of Administration and Tourism of the Universidad Nacional Santiago Antúnez de Mayolo, Peru. With a non-experimental and cross-sectional methodology, 248 students were surveyed, using descriptive analysis, D Somers test, Wald tests and Nagelkerke's Pseudo R-squared. Internal consistency was validated with a Cronbach's Alpha of 0.803, indicating high reliability. The results show a weak but present (11%) impact of in-service empathy on student well-being. Although empathy is not the most determinant factor, it contributes significantly to overall student well-being, underscoring the importance of a human approach to service quality. To improve student wellbeing, it is recommended to prioritize empathy in customer service, train staff in empathic skills, and establish effective communication channels for students to express their concerns.
Authors and Affiliations
Eva Delfina Zarzosa Marquez, César Hernán Norabuena Mendoza, Carlos Humberto Chunga Antón, Lorenzo Rafael Valderrama Plasencia
Keywords
Related Articles
- EP ID EP754964
- DOI https://doi.org/10.47606/ACVEN/PH0305
- Views 2
- Downloads 0
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