Inferindo a importância dos atributos do transporte coletivo a partir da satisfação dos usuários

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.