Comportamento do consumidor em relação ao transporte coletivo urbano por ônibus e topics em Fortaleza-CE

Abstract

The present work aims to analyze, from the perspective of the behavior of the passenger-consumers, service urban passenger transport in Fortaleza, highlighting the fleet of buses and used alternative transportation in the city. The methodology used is in an exploratory, literature study and a case study with quantitative approach. Finally, we could perceive the dissatisfaction of passengers with the service for urban public transport service in the context of consumer relationship in the service sector. The research illustrates that although dissatisfied overall context, it does not express a desire to return for services. This is the consumer perception passengers using the service of urban transport service in Fortaleza. The research objectives were achieved, in that, from the perspective of the passenger - consumer behavior, we analyzed the service of urban passenger transport in Fortaleza, highlighting the fleet of buses and alternative transport. In this sense, evidenced a better customer satisfaction in relation to services provided by the company, when compared to those provided by alternative transportation (topics). Thus, we found the users’ perception of bus services of the company with respect to services rendered. In parallel, we also evaluated the care provided to the consumer, in the case of alternative transportation.