Método para análise de níveis de serviço em praças de pedágio
DOI:
https://doi.org/10.14295/transportes.v19i3.374Abstract
Este trabalho propõe um método para análise de níveis de serviço em praças de pedágio. O método foi elaborado a partir de dados representativos de condições operacionais características de rodovias e praças de pedágio brasileiras. O método proposto é baseado na percepção de usuários de praças de pedágio acerca da qualidade de serviço nas praças. A percepção dos usuários foi captada através de pesquisa qualitativa, que envolveu o uso de cenários microssimulados representativos de situações de tráfego em praças. A partir dos resultados da pesquisa qualitativa, foi realizada modelagem e obtida equação que relaciona a qualidade percebida pelos usuários com os fatores intervenientes: porcentagem de caminhões no fluxo, tamanho de fila e número de cabines de atendimento. Os resultados indicaram que o comprimento de filas nas cabines exerce forte influência sobre a qualidade percebida nas praças. Além da equação, é proposta uma escala de níveis de serviço relacionada com a qualidade percebida pelos usuários em praças de pedágio.
Palavras-chave: praças de pedágio, nível de serviço, pesquisa qualitativa, simulação.
Abstract: This paper proposes a method for analyzing level of service at toll plazas. The method was built from data representing spe-cific operational conditions of Brazilian highways and toll plazas, and it is based on toll plaza quality service as perceived by users. Us-ers’ perception was captured by qualitative research, which involved the use of microsimulated scenarios representing traffic situations at toll plazas. The outcome of the qualitative research was a model relating service quality as perceived by users with the influence fac-tors: trucks percentage, queue length and number of toll booths. The results suggest that queue length at toll booths has a strong influ-ence on perceived quality at toll plazas. This paper also proposes a hierarchy for the level of service related to service quality perceived by users at toll plazas.
Keywords: toll plaza, level of service, qualitative research, simulation.
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