Avaliação da qualidade dos serviços de transporte interestadual: uma análise na percepção dos idosos

Abstract

This paper has as its theme the service quality, in order to identify the level of quality of satisfaction of services provided by companies interstate transportation of passengers, the perception of users with over 60 years in Joao Pessoa / PB. This is a research field with a descriptive and exploratory, quantitative, and had as focus the elderly who use the services of loading and unloading in the city Bus Terminal. Data collection was conducted through a structured interview, designed by the researcher, based on the measurement tool of service quality, the SERVQUAL, and the laws that ensure the rights of the elderly. In the analysis we used SPSS and Excel, as an aid in the demonstration of data through charts and graphs, in which the results identified the socio demographic profile of respondents, as well as the travel profile, the level of satisfaction with the service and knowledge about the rights of the elderly. According to the respondents, it was identified that are not known the regulations that concern the rights of the elderly in the transportation sector, yet most say enjoy these rights. Regarding the quality of services, most complaints were related to the tangible aspects, especially the bathroom of vehicles, but the result of the research says that seniors are satisfied with the services of interstate transportation of passengers. As a suggestion, the company must invest in training to provide adequate care to the growing audience of seniors and the purchase of equipment to support the operation of accessibility, in order to improve the quality of service.