Public transport usage among university students: what to expect based on customer satisfaction survey (CSS) analysis

Thiago Carvalho dos Reis Silveira, Cezar Augusto Romano, Tatiana Maria Cecy Gadda

Resumo


Pesquisas de Satisfação do Consumidor são ferramentas valiosas tanto para gestores públicos quanto para empresas de operação. Estas fornecem informações úteis para a compreensão das necessidades dos usuários de transporte público, para a definição de objetivos mais efetivos e para fazer investimentos mais assertivos. Na literatura, a combinação de segmentação de mercado e a comparação entre satisfação e importância relativa foi poucas vezes estudada. Este estudo investiga a tendência de adoção contínua do transporte público entre alunos universitários de Curitiba por meio de hábitos de consumo, satisfação, importância relativa dos fatores componentes e análise de GAP. De modo geral, os resultados não indicam uma intenção do grupo estudado em continuar usando este modal de transporte. No entanto, se motivados corretamente, estudantes podem se tornar mais facilmente agentes de mudança e podem afetar positivamente as intenções comportamentais em relação ao transporte público.

Palavras-chave


Transporte Público. Pesquisa de Satisfação do Consumidor. Percepção do Usuário. Importância Relativa. Segmentação de Mercado.

Texto completo:

PDF (English)

Referências


Abenoza, R. F.; O. Cats e Y. O. Susilo (2017) “Travel satisfaction with public transport: Determinants, user classes, regional disparities and their evolution,” Transportation Research Part A: Policy and Practice, v. 95, p. 64–84. DOI: 10.1016/j.tra.2016.11.011.

Aksoy, S.; E. Atilgan e S. Akinci (2003) “Airline services marketing by domestic and foreign firms: Differences from the customers’ viewpoint,” Journal of Air Transport Management, v. 9, n. 6, p. 343–351. DOI: 10.1016/S0969-6997(03)00034-6.

Bartlett, J. E.; J. W. Kotrlik e C. C. Higgins (2001) “Organizational research: Determining appropriate sample size in survey research,” Information Technology, Learning, and Performance Journal, v. 19. DOI: 10.1109/LPT.2009.2020494.

Bordagaray, M; L. Dell'Olio; A. Ibeas e P. Cecín (2014) “Modelling user perception of bus transit quality considering user and service heterogeneity,” Transportmetrica A: Transport Science, v. 10, n. 8, p. 705–721. DOI: 10.1080/23249935.2013.823579.

Carrillat, F. A.; F. Jaramillo e J. P. Mulki (2007) “The validity of the SERVQUAL and SERVPERF scales: A meta-analytic view of 17 years of research across five continents,” International Journal of Service Industry Management, v. 18, n. 5, p. 472–490. DOI: 10.1108/09564230710826250.

Del Castillo, J. M. e F. G. Benitez (2013) “Determining a public transport satisfaction index from user surveys,” Transportmetrica A: Transport Science, v. 9, n. 8, p. 713–741. DOI: 10.1080/18128602.2011.654139.

Celik, E.; N. Aydin e A. T. Gumus (2014) “A multiattribute customer satisfaction evaluation approach for rail transit network: A real case study for Istanbul, Turkey,” Transport Policy. Elsevier, v. 36, p. 283–293. DOI: 10.1016/j.tranpol.2014.09.005.

Dell’Olio, L.; A. Ibeas e P. Cecín (2010) “Modelling user perception of bus transit quality,” Transport Policy, v. 17, n. 6, p. 388–397. DOI: 10.1016/j.tranpol.2010.04.006.

Dell’Olio, L.; A. Ibeas and P. Cecin (2011) “The quality of service desired by public transport users,” Transport Policy. Elsevier, v. 18, n. 1, p. 217–227. DOI: 10.1016/j.tranpol.2010.08.005.

Doll, C. N. H. e J. A. P. Oliveira (2017) Urbanization and climate co-benefits: Implementation of win-win interventions in cities, Urbanization and Climate Co-Benefits: Implementation of Win-Win Interventions in Cities (1ª ed.). Routeledge – Taylor & Francis Group, New York, NY, USA. DOI: 10.4324/9781315667300.

Duarte, F.; T. Gadda; C. A. M. Luna e F. T. Souza (2016) “What to expect from the future leaders of Bogotá and Curitiba in terms of public transport: Opinions and practices among university students,” v. 38, p. 7–21. DOI: 10.1016/j.trf.2015.12.013.

Eboli, L. e G. Mazzulla (2008) “Willingness-to-pay of public transport users for improvement in service quality,” European Transport, v. 38, p. 107–118.

Ercan, T.; N. C. Onat; O. Tatari e J. D. Mathias. (2017) “Public transportation adoption requires a paradigm shift in urban development structure,” Journal of Cleaner Production, v. 142, p. 1789–1799. DOI: 10.1016/j.jclepro.2016.11.109.

Figler, S. A.; P. S. Seiraj; E. W. Welch e N. Yavuz (2011) “Customer Loyalty and Chicago, Illinois, Transit Authority Buses,” Transportation Research Record: Journal of the Transportation Research Board, v. 2216, p. 148-156. DOI: 10.3141/2216-16.

Filipović, S.; S. Tica; P. Zivanovic e B. Milovanovic (2009) “Comparative analysis of the basic features of the expected and perceived quality of mass passenger public transport service in Belgrade,” Transport, v. 24, n.4, p. 265–273. DOI: 10.3846/1648-4142.2009.24.265-273.

Friman, M.; L. Larhult e T. Gärling (2013) “An analysis of soft transport policy measures implemented in Sweden to reduce private car use,” Transportation, v. 40, n. 1, p. 109–129. DOI: 10.1007/s11116-012-9412-y.

Fu, X. e Z. Juan (2017) “Exploring the psychosocial factors associated with public transportation usage and examining the ‘gendered’ difference,” Transportation Research Part A: Policy and Practice, v. 103, p. 70–82. DOI: 10.1016/j.tra.2017.05.017.

Gössling, S. (2013) “Urban transport transitions: Copenhagen, city of cyclists,” Journal of Transport Geography. Elsevier Ltd, v. 33, p. 196–206. DOI: 10.1016/j.jtrangeo.2013.10.013.

Guirao, B.; A. García-Pastor e M. E. López-Lambas (2016) “The importance of service quality attributes in public transportation: Narrowing the gap between scientific research and practitioners’ needs,” Transport Policy. Elsevier, v. 49, p. 68–77. DOI: 10.1016/j.tranpol.2016.04.003.

Gurrutxaga, I.; M. Iturrate; U. Oses e H. Garcia (2017) “Analysis of the modal choice of transport at the case of university: Case of University of the Basque Country of San,” Transportation Research Part A, v. 105, p. 233-244. DOI: 10.1016/j.tra.2017.04.003.

Javid, M. A.; T. Okamura; F. Nakamura; S. Tanaka e R. Wang (2016) “People’ s Behavioral Intentions Towards Public Transport in Lahore: Role of Situational Constraints, Mobility Restrictions and Incentives,” v. 20, p. 401–410. DOI: 10.1007/s12205-015-1123-4.

Kutzbach, M. J. (2009) “Motorization in developing countries: Causes, consequences, and effectiveness of policy options,” Journal of Urban Economics, v. 65, n. 2, p. 154–166. DOI: 10.1016/j.jue.2008.10.002.

Lai, W. e C. Chen (2011) “Behavioral intentions of public transit passengers — The roles of service quality, perceived value, satisfaction and involvement,” Transport Policy. Elsevier, v. 18, n. 2, p. 318–325. DOI: 10.1016/j.tranpol.2010.09.003.

Litman, T. (1999) “Exploring the paradigm shifts needed to reconcile transportation and sustainability objectives,” Transportation Research Record: Journal of the Transportation Research Board, v. 1670, n. 99, p. 8-12. DOI: 10.3141/1670-02.

Machado-León, J. L.; R. de Oña e J. de Oña (2016) “The role of involvement in regards to public transit riders’ perceptions of the service,” Transport Policy, v. 48, p. 34–44. DOI: 10.1016/j.tranpol.2016.02.014.

Mahmoud, M. e J. Hine (2016) “Measuring the influence of bus service quality on the perception of users,” Transportation Planning and Technology, v. 39, n. 3, p. 284–299. DOI: 0.1080/03081060.2016.1142224.

Morton, C.; B. Caulfield e J. Anable (2016) “Customer perceptions of quality of service in public transport: Evidence for bus transit in Scotland,” Case Studies on Transport Policy. World Conference on Transport Research Society, v. 4, n. 3, p. 199–207. DOI: 10.1016/j.cstp.2016.03.002.

Möser, G. e S. Bamberg (2008) “The effectiveness of soft transport policy measures: A critical assessment and meta-analysis of empirical evidence,” Journal of Environmental Psychology, v. 28, n. 1, p. 10–26. DOI: 10.1016/j.jenvp.2007.09.001.

Mouwen, A. (2015) “Drivers of customer satisfaction with public transport services,” Transportation Research Part A: Policy and Practice, v. 78, p. 1–20. DOI: 10.1016/j.tra.2015.05.005.

NTU (2017) Anuário NTU: 2016-2017. Associação Nacional de Empresas de Transporte Urbanos, Brasília. Available at: http://www.ntu.org.br/novo/upload/Publicacao/Pub636391736883773822.pdf. [In Portuguese]

De Oña, J.; R. de Oña; L. Eboli e G. Mazzulla (2013) “Perceived service quality in bus transit service: A structural equation approach,” Transport Policy, v. 29, p. 219–226. DOI: 10.1016/j.tranpol.2013.07.001.

De Oña, J.; R. de Oña; C. Forciniti e G. Mazzulla (2016) “Transit passengers’ behavioural intentions: the influence of service quality and customer satisfaction,” Transportmetrica A: Transport Science, v. 12, n. 5, p. 385–412. DOI: 10.1080/23249935.2016.1146365.

De Oña, R. e de Oña, J. (2015) “Analysis of transit quality of service through segmentation and classification tree techniques,” Transportmetrica A: Transport Science, v. 11, n. 5, p. 365–387. DOI: 10.1080/23249935.2014.1003111.

Onat, N. C.; M. Kucukvar; O. Tatari e Q. P. Zheng (2016) “Combined application of multi-criteria optimization and life-cycle sustainability assessment for optimal distribution of alternative passenger cars in U.S.,” Journal of Cleaner Production, v 112, p. 291–307. DOI: 10.1016/j.jclepro.2015.09.021.

Parasuraman, A.; V. Zeithaml e L. Berry (1988) “A Multiple Item Scale for Measuring Consumer Perceptions of Service Quality,” Journal of Retailing, v. 64, n. 1, p. 12–37. DOI: 10.1016/S0148-2963(99)00084-3.

Parasuraman, A.; V. Zeithaml e L. Berry (1985) “A Conceptual Model of Service Quality and Its Implications for Future Research,” The Journal of Marketing, v. 49, n. 4, p. 41–50. DOI: 10.1016/S0148-2963(99)00084-3.

Rojo, M.; L. dell'Ollio; H. Gonzalo-Orden e A. Ibeas (2013) “Interurban bus service quality from the users’ viewpoint,” Transportation Planning and Technology, v. 36, n. 7, p. 599–616. DOI: 10.1080/03081060.2013.845432.

TRB (2013) Transit Capacity and Quality of Service Manual. Transportation Research Board. DOI: 10.17226/24766.

Tyrinopoulos, Y. e C. Antoniou (2008) “Public transit user satisfaction: Variability and policy implications,” Transport Policy, v. 15, n. 4, p. 260–272. DOI: 10.1016/j.tranpol.2008.06.002.

Van Lierop, D. e A. El-Geneidy (2016) “Enjoying loyalty: The relationship between service quality, customer satisfaction, and behavioral intentions in public transit,” Research in Transportation Economics, v. 59, n. 1, p. 50–59.

DOI: 10.1016/j.retrec.2016.04.001.

Van, H. T.; K. Choocharukul e S. Fujii (2014) “The effect of attitudes toward cars and public transportation on behavioral intention in commuting mode choice — A comparison across six Asian countries,” Transportation Research Part A, v. 69, p. 36–44. DOI: 10.1016/j.tra.2014.08.008.

Wang, S. M.; C. M. Feng e C. H. Hsieh (2010) “Stakeholder perspective on urban transport system service quality,” Total Quality Management & Business Excellence, v. 21, n. 11, p. 1103–1119. DOI: 10.1080/14783363.2010.529329.

Widianti, T.; S. Sumaedi; I. G. Mahatma; Y. Bakti; T. Rakhmawati e N. J. Astrini (2015) “Factors influencing the behavioral intention of public transport passengers,” International Journal of Quality & Reliability Management, v. 32, n. 7, p. 666–692. DOI: 10.1108/IJQRM-01-2013-0002.

Xia, T.; Y. Zhang; A. Braunack-Mayer e S. Crabb (2017) “Public attitudes toward encouraging sustainable transportation: An Australian case study,” International Journal of Sustainable Transportation, v. 11, n. 8, p. 593–601.

DOI: 10.1080/15568318.2017.1287316.

Yaya, L. H. P.; M. F. Fortià; C. S. Canals e F. Marimon (2015) “Service quality assessment of public transport and the implication role of demographic characteristics,” Public Transport, v. 7, n. 3, p. 409–428. DOI: 10.1007/s12469-014-0099-7.

Zeithaml, V. A.; L. L. Berry e A. Parasuraman (1996) “The Behavioral Consequences of Service Quality,” Journal of Marketing, v. 60, n. 2, p. 31–46. DOI: 10.2307/1251929.

Zitrický, V.; J. Gašparík e L. Pečený (2015) “The methodology of rating quality standards in the regional passenger transport,” Transport Problems, v. 10, p. 59–72. DOI: 10.21307/tp-2015-062.




DOI: https://doi.org/10.14295/transportes.v28i3.1797

Métricas do artigo

Carregando Métricas ...

Metrics powered by PLOS ALM


Direitos autorais 2020 Thiago Carvalho dos Reis Silveira, Cezar Augusto Romano, Tatiana Maria Cecy Gadda

TRANSPORTES (ISSN: 2237-1346) é uma publicação da ANPET - Associação Nacional de Pesquisa e Ensino em Transportes (www.anpet.org.br)

 

Licença Creative Commons

Este obra está licenciado com uma Licença Creative Commons Atribuição-NãoComercial-CompartilhaIgual 4.0 Internacional.