Avaliação da qualidade do transporte público realizado por ônibus: um estudo comparativo sobre a percepção dos usuários em diferentes regiões da cidade de João Pessoa – PB

Abstract

Lately, problems related to public transport are more worrying and recurrent in large cities. Moving through the most different regions requires efforts that should not focus on the middle activity, by which one wants to come to an end. The theme is becoming the center of discussions of various areas of knowledge and sectors of society. This panorama is created due to the importance of public transportation in social relations and the quality of life of the population. With this, this study analyzes the urban collective transportation by bus mode based on indicators of service quality offered by the operating companies. The focus is a comparative analysis between two lines of the city: one that circulates through districts with a higher income and the other that passes through areas with a lower income, in the outskirts of the city. For this, a material was constructed that could evaluate the quality of the collective transport from models of authors with a vast experience in the transport area. In addition to these bibliographies taken into account, local issues not covered by these methods have also been inserted. Based on the opinion of the users, the questionnaire with sixteen items of satisfaction distributed in 22 questions was applied and then the behavioral patterns of each criterion in the two lines were determined. Overall, the major differences were highlighted in the issues surrounding the infrastructure of the region and the similarities were more evident in the safety and behavior of the operator. It is expected that the results of the research provide a diagnosis of the quality of the transportation service offered in the city and serve as a subsidy in the formulation of improvements in customer service.