Inferindo a importância dos atributos do transporte coletivo a partir da satisfação dos usuários
DOI:
https://doi.org/10.14295/transportes.v25i3.1336Keywords:
Bus public transport, Quality focused on users, Satisfaction survey, Stated importance, Derived importance.Abstract
This study focuses on obtaining the importance of the attributes of public transportation by bus. The importance can be obtained by two different approaches: the stated importance (in which, the users answer directly about the importance) and the derived importance (in which, from the satisfaction ratings, it is inferred the importance through statistical techniques). In order to verify the existence of a relationship between the two approaches that would make unnecessary the application of importance questions, we conducted interviews with the bus users in Porto Alegre city, determining the derived and stated importance of the attributes. Analyzes have not demonstrated a direct correspondence between the approaches. However, using an importance versus satisfaction scatterplot, we identified a correspondence between attributes located in the high priority quadrant. Thus, it was possible to establish a qualitative relationship between the stated and derived approaches.Downloads
References
ANTP, 2016 - Associação Nacional dos Transportes Públicos. Sistema de Informações da Mobilidade Urbana da ANTP – Relatório Comparativo 2003/2014. São Paulo/SP, Brasil. Disponível em: <http://files.antp.org.br/2016/9/3/sistemasinformacao-mobilidade--comparativo-2003_2014.pdf> Acesso em: 12 de set 2017.
Baião, A. L.; J. L. Valadares e L. P. Claudino (2011) A importância dos atributos na qualidade percebida em serviços: um estu-do comparativo entre os métodos da importância declarada e derivada. Anais do XXXV Encontro da Associação Nacional de Pós-Graduação e Pesquisa em Administração, EnANPAD, Rio de Janeiro, p. 1-16.
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. Disponível em: <http://www.antp.org.br/_5dotSystem/download/dcmDocument/2013/01/10/BE43F873-30DD-4D62-8997-67F61D0D4FFB.pdf> Acesso em: 19 de jun 2015.
Bitencourt, G. R., A. M. F. Danilevicz e F. D. Michel (2014) Análise de gaps da qualidade nos serviços prestados por operador logístico. Anais da XIV Semana de la Produción Sudamericana, SEPROSUL, Mendoza, v. 1, p. 1-11.
Chu, R. (2002) Stated-importance versus derived-importance customer satisfaction measurement. Journal of Services Mar-keting, v. 16, n. 4, p. 285-301. Disponível em: <http://www.emeraldinsight.com/doi/pdfplus/10. 1108/08876040210433202> Acesso em: 19 de jun 2015. DOI: 10.1108/08876040210433202
EMBARQ Brasil (2014) QualiÔnibus pesquisa de Satisfação. EMBARQ Brasil, Porto Alegre. Disponı́vel em: <http://d.pr/f/1juZg> Acesso em: 26 de out. 2017.
EPTC (2016) Transporte em números: indicadores anuais do transporte público - Modal ônibus. Empresa Pública de Trans-porte e Circulação de Porto Alegre. Disponı́vel em: <http://lproweb.procempa.com.br/pmpa/prefpoa/eptc/usu_doc/capitulo_onibus_17jan2016.pdf> Acesso em: 26 de out. 2017.
European Standard (2002) EN 13816: transportation – logistics and services – public passenger transport – service quality defi-nition, targeting and measurement. Bruxelas.
Ferraz, A. C. P.; Torres, I. G. E. Transporte Público Urbano. 2. ed. ampl. e atual. São Carlos.
Greenland, S. J.; I. A. Combe e A. M. Farrell (2016) Stakeholder preference and stated vs derived importance satisfaction research. International Journal of Market Research, vol. 58, n. 1, p.35–56. DOI: 10.2501/IJMR-2016-005
Gustafsson, A. e M. D. Johnson (2004) Determining Attribute Importance in a Service Satisfaction Model. Journal of Service Research. v. 7, n. 2, p. 124-141. DOI: 10.1177/1094670504268453
Kittelson & Associates, Inc. (2003) Transit Capacity and Quality of Service Manual. Transit Cooperative Research Program: Report 100 (2nd ed.). Washington, DC, USA
Litman, T (2017) Evaluating Public Transit Criticism: systematic analysis of political attacks on high quality transit, and how transportation professionals can effectively respond. Victoria Transport Policy Institute. Disponível em: <http://vtpi.org/railcrit.pdf> Acesso em: 12 de set 2017.
Matsukuma, C. e J. M. da C. Hernandez (2007) Escalas e métodos de análise em pesquisa de satisfação de clientes. Revista de Negócios, v. 12, n. 2, p. 85-103. DOI: 10.7867/1980-4431.2006v11n1p%p
Mkpojiogu, E. O. C. e N. L. Hashim (2016) Understanding the relationship between Kano model’s customer satisfaction scores and self‑stated requirements importance. Springer Plus, vol. 5, n. 1. DOI: 10.1186/s40064-016-1860-y
NTU (2016) – Associação Nacional de Empresas de Transportes Urbanos. Ônibus perde 3 milhões de passageiros por dia no Brasil. Revista NTUurbano. Ano IV, número 23. Brasília, 2016. Disponível em: <http://www.ntu.org.br/novo/upload/Publicacao/Pub636120575837109247.pdf> Acesso em: 12 de set 2017.
Oliveira E. F. T. da e M. C. C. Grácio (2005) Análise a respeito do tamanho de amostras aleatórias simples: uma aplicação na área de Ciência da Informação. Revista de Ciência da Informação, v. 6, n. 3. Disponível em: <http://www.brapci.ufpr.br/brapci/v/a/7551> Acesso em 20 de set. 2017.
Raia Junior, A. A. e F. L. Moreira (2001) A Qualidade do Sistema de Transporte Coletivo por Ônibus na Cidade de São Carlos Sob a Ótica dos Usuários. 13º Congresso Brasileiro de Transporte e Trânsito, ANTP, Porto Alegre. Disponível em: <http://www.antp.org.br/_5dotSystem/download/dcmDocument/2013/01/21/4AB735F7-690C-437B-BF15-DC4D1A50E477.pdf > Acesso em: 19 de jun 2015.
Ribeiro, J. L. D.; M. E. Echeveste e A. M. F. Danilevicz (2001) A utilização do QFD na otimização de produtos, processos e serviços. Série Monográfica Qualidade, Universidade Federal do Rio Grande do Sul. Fundação Empresa Escola de Engenharia – FEENG, Porto Alegre.
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.
Tontini, G. e A. Silveira, (2005) Identification of critical attributes of success in products and services: an alternative to im-portance - performance analysis. Proceedings of Balas Annual Conference, Madrid: Instituto de Empresa, p. 1-20.
Downloads
Published
How to Cite
Issue
Section
License
Authors who submit papers for publication by TRANSPORTES agree to the following terms:
- The authors retain the copyright and grant Transportes the right of first publication of the manuscript, without any financial charge, and waive any other remuneration for its publication by ANPET.
- Upon publication by Transportes, the manuscript is automatically licensed under the Creative Commons License CC BY 4.0 license. This license permits the work to be shared with proper attribution to the authors and its original publication in this journal.
- Authors are authorized to enter into additional separate contracts for the non-exclusive distribution of the version of the manuscript published in this journal (e.g., publishing in an institutional repository or as a book chapter), with recognition of the initial publication in this journal, provided that such a contract does not imply an endorsement of the content of the manuscript or the new medium by ANPET.
- Authors are permitted and encouraged to publish and distribute their work online (e.g., in institutional repositories or on their personal websites) after the editorial process is complete. As Transportes provides open access to all published issues, authors are encouraged to use links to the DOI of their article in these cases.
- Authors guarantee that they have obtained the necessary authorization from their employers for the transfer of rights under this agreement, if these employers hold any copyright over the manuscript. Additionally, authors assume all responsibility for any copyright infringements by these employers, releasing ANPET and Transportes from any responsibility in this regard.
- Authors assume full responsibility for the content of the manuscript, including the necessary and appropriate authorizations for the disclosure of collected data and obtained results, releasing ANPET and Transportes from any responsibility in this regard.
