A diferença entre expectativa e percepção de qualidade no serviço público de ônibus em Fortaleza

Abstract

The public bus transport system comprises a service with significant social impact. This research aims to measure the difference between the expectation and perception of the quality of bus users about the public transport service in Fortaleza-CE. To this end, quantitative, descriptive research was carried out using a survey method. The instrument used was the SERVQUAL scale, divided into the dimensions: Tangible Elements, Reliability, Responsiveness, Security and Empathy. Data were analyzed using basic descriptive statistics. It was found that the research highlights a consistent discrepancy between what is desired by users and the way in which the service is perceived by consumers, with the average expectation index being higher than the quality perception index. The Reliability dimension stands out as those with the greatest difference between the indices, with Tangible Elements being the one that presents the smallest variation between expectation and perception