Efeitos das dimensões da qualidade do serviço na satisfação do usuário do transporte público

Matheus Grage Tardin, Ariel Barroso da Fonseca, Fábio Reis da Costa, Anderson Soncini Pelissari

Resumo


O objetivo deste trabalho é investigar quais atributos da qualidade do serviço do transporte público influenciam na satisfação dos seus usuários. Especificamente, é examinado o efeito das dimensões conforto, tangível, pessoal e confiabilidade na satisfação do usuário do transporte público. A abordagem do estudo é quantitativa, de caráter descritivo e com corte transversal. Os dados empíricos foram coletados por meio de um survey, e a amostra foi composta por 271 respondentes. Para testar as hipóteses teóricas propostas foi empregada a técnica de modelagem de equações estruturais. Os resultados indicam que as dimensões conforto, confiabilidade e tangível possuem efeito positivo e significante na satisfação do usuário do transporte público. Os achados empíricos obtidos neste estudo podem contribuir para a tomada de decisão dos administradores de serviços de transporte público. Entendendo melhor fatores que influenciam a satisfação, torna-se possível o incremento de ações que estimulem a melhoria dos serviços prestados.


Palavras-chave


Qualidade do serviço. Transporte público. P-TRANSQUAL. Modelagem de equações estruturais.

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Referências


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DOI: https://doi.org/10.14295/transportes.v28i3.2033

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Direitos autorais 2020 Matheus Grage Tardin, Ariel Barroso Fonseca, Fábio Reis da Costa, Anderson Soncini Pelissari

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

 

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