Benchmarking com foco na satisfação dos usuários do transporte coletivo por ônibus

Authors

  • Mariana Müller Barcelos WRI Brasil Cidades Sustentáveis e Departamento de Engenharia de Produção e Transportes, Universidade Federal do Rio Grande do Sul
  • Luis Antonio Lindau WRI Brasil Cidades Sustentáveis
  • Maria Beatriz Berti da Costa Departamento de Engenharia de Produção e Transportes, Universidade Federal do Rio Grande do Sul
  • Carla Schwengber ten Caten Departamento de Engenharia de Produção e Transportes, Universidade Federal do Rio Grande do Sul
  • Cristina Albuquerque Moreira da Silva WRI Brasil Cidades Sustentáveis
  • Brenda Medeiros Pereira WRI Brasil Cidades Sustentáveis

DOI:

https://doi.org/10.14295/transportes.v25i3.1335

Keywords:

Benchmarking, Satisfaction survey, Quality focused on users, Bus public transport, Normalyzing.

Abstract

Investing in quality of public transportation is fundamental to keep and attract users and to foster more sustainable cities. Benchmarking is an adequate tool to identify best practices and promote exchange experiences that contributes to improve transportation systems. Nevertheless, benchmarking focused on client satisfaction imposes challenges because of the lack of standards in collecting data and the socio-cultural biases inherent to opinion surveys. This paper presents a benchmarking analysis based on satisfaction data collected through a standardized survey. We propose a normalization of satisfaction rates that: (i) reduces the effect of socio-cultural biases, (ii) enables the comparison of bus systems operating in different Brazilian cities, and (iii) allows the identification of potential benchmarks. The proposed method proved suitable in identifying goals, priorities and attributes of bus transit systems that can serve as reference to other cities.

 

 

Downloads

Download data is not yet available.

References

Alouche, P. L. e Barbosa, M. C. (1997) Benchmarking: um importante projeto do metrô de São Paulo. Revista dos transportes públicos, ANTP, n. 77, p. 63-72.

American Productivity & Quality Center - APQC (1996) Emerging Best Practices in Knowledge Management, American Produc-tivity & Quality Center, Houston, TX.

Bertozzi, P. P. e O. F. Lima Jr. (1998) A qualidade no serviço de transporte público sob as óticas do usuário, do operador e do órgão gestor. Revista dos Transporte Públicos, n. 081, p. 53-66.

Bhutta K. S. e Huq F. (1999) Benchmarking – Best practices: as integrated approach. Benchmarking: An International Journal, v. 6, iss 3, p. 254-268. DOI: 10.1108/14635779910289261

EMBARQ Brasil (2014) QualiÔnibus pesquisa de Satisfação. EMBARQ Brasil, Porto Alegre. Disponível em: <http://embarqbrasil.org/node/47381> Acesso em: 04 de jul 2016.

EMTA (2016) BEST: Benchmarking of customer satisfaction with public transport in Europe. Disponı́vel em: http://www.emta.com/spip.php?article668&lang=en Acesso em: 04 jul 2016.

EQUIP Consortium (2000). Deliverable 5 - Final Report - Project EQUIP Contract No. UR-98-RS.3076, Disponível em: <http://www.transport-research.info/sites/default/files/project/documents/equip.pdf> Acesso em: 25 de out. 2017.

European Commission. Quality approach in tendering urban public transport operations. Transport Research Fourth Framework Programme Urban Transport – Report 76, 229 p., European Communities, Luxembourg.

European Standard (2002) EN 13816: transportation – logistics and services – public passenger transport – service quality defi-nition, targeting and measurement. Bruxelas.

Ferraz, A. C. P. e Torres, I. G. E. (2004) Transporte Público Urbano. 2. ed. ampl. e atual. São Carlos.

Kittelson & Associates, Inc; Urbitan, Inc; C. S. LKC, Inc; I. Morpace e U. of T. Queensland (2003) A Guidebook for Developing a Transit Performance-

Measurement System – Report 88. Washington, DC.

Kittelson & Associates, Inc. (2003) Transit Capacity and Quality of Service Manual. Transit Cooperative Research Program: Report 100 (2nd ed.). Washington, DC, USA.

Landry, P. (1993) Benchmarking strategy. Executive Excellence, v. 10, iss. 6, p. 8-9.

Likert, R. (1932) A technique for the measurement of attitudes. The Science Press: New York.

Morpace International, Inc. e Cambridge Systematics, Inc. (1999) A Handbook for Measuring Customer Satisfaction and Service Quality – Report 47. Washington, DC.

Oliveira E. F. T. da e M. C. C. Grácio (2005) Análise a respeito do tamanho de amostras aleatórias simples: uma aplicacão na área de Ciência da Informacão. Revista de Ciência da Informação, v. 6, n. 3.

Randall, E. R., B. J. Condry, e M. Trompet (2007) International Bus System Benchmarking: Performance Measurement Devel-opment, Challenges, and Lessons Learned. In Transportation Research Board 86th Annual Meeting, TRB, 2007.

Ribeiro, G. R. S. B. e R. C. Gonçalves (2015) Estruturação de metodologia de benchmarking para o setor de transporte rodo-viário de passageiros. In XXIX Congresso Nacional de Pesquisa em Transporte da ANPET. Ouro Preto, nov 2015.

Ribeiro, J. L. D.; Echeveste, M. E.e A. M. F Danilevicz. (2001) A utilização do QFD na otimização de produtos, processos e serviços. Porto Alegre: FEENG/UFRGS. Série Monográfica Qualidade.

Souza, F. B. B. e F. D. Michel (2007) Avaliação segmentada do sistema de transporte público: uma análise qualitativa para tomada de decisão. Anais do XXI Congresso de Pesquisa e Ensino em Transportes, ANPET, Rio de Janeiro.

Trompet, M.; R. Parasram e R.J. Anderson (2013) Benchmarking disaggregate customer satisfaction scores between bus operators in different cities and countries. In Transportation Research Record: Journal of the Transportation Research Board, v. 2351, p. 14-22, DOI:10.3141/2351-02

Zairi, M. (1996) Effective Benchmarking: learning from the best. Chapman & Hall, London.

Downloads

Published

2017-10-29

How to Cite

Barcelos, M. M., Lindau, L. A., da Costa, M. B. B., ten Caten, C. S., da Silva, C. A. M., & Pereira, B. M. (2017). Benchmarking com foco na satisfação dos usuários do transporte coletivo por ônibus. TRANSPORTES, 25(3), 115–125. https://doi.org/10.14295/transportes.v25i3.1335

Issue

Vol. 25 No. 3 (2017): Prêmio ANPET de Produção Científica 2016

Section

Artigos Vencedores do Prêmio ANPET Produção Científica

License

Authors who submit papers for publication by TRANSPORTES agree to the following terms:

  1. Authors retain copyright and grant TRANSPORTES the right of first publication with the work simultaneously licensed under a Creative Commons Attribution License that allows others to share the work with an acknowledgement of the work's authorship and initial publication in this journal.

  2. Authors may enter into separate, additional contractual arrangements for the non-exclusive distribution of this journal's published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgement of its initial publication in TRANSPORTES.

  3. Authors are allowed and encouraged to post their work online (e.g., in institutional repositories or on their website) after publication of the article. Authors are encouraged to use links to TRANSPORTES (e.g., DOIs or direct links) when posting the article online, as TRANSPORTES is freely available to all readers.

  4. Authors have secured all necessary clearances and written permissions to published the work and grant copyright under the terms of this agreement. Furthermore, the authors assume full responsibility for any copyright infringements related to the article, exonerating ANPET and TRANSPORTES of any responsibility regarding copyright infringement.

  5. Authors assume full responsibility for the contents of the article submitted for review, including all necessary clearances for divulgation of data and results, exonerating ANPET and TRANSPORTES of any responsibility regarding to this aspect.