Atributos qualitativos e fatores de satisfação com o transporte público urbano por ônibus

Abstract

The growth of cities has influenced urban mobility. Means of collective transport represent a way to ease the problems of locomotion, and user satisfaction is one of the main indicators of the quality of the service provided. In order to identify the qualitative attributes and the factors that impact the satisfaction with urban bus quality, this study was carried out. Initially, an exploratory qualitative investigation was conducted with 25 bus users, raising the qualitative attributes. Subsequently, satisfaction with these attributes was evaluated, involving a sample of 203 users. There was a significant correlation between general user satisfaction and the intention to use the public transport service again. Six prevailing factors were also identified for satisfaction with the urban bus service: passenger support, information to the passenger, transportation vehicle, public transport service, structure of bus stops and stopover environment.