Expectations and perceptions of private passenger transport services quality requested by app: evidence from Brazil

• Autor(a) principal: Deliberador, Lucas Rodrigues
• Data de Publicação: 2020
• Outros Autores: Fontenelle, Amanda Oliveira, Lizarelli, Fabiane Letícia, Batalha, Mário Otávio, Sagawa, Juliana Keiko
• Tipo de documento: Artigo
• Idioma: por
• Título da fonte: Revista Produção Online
• Texto Completo: https://www.producaoonline.org.br/rpo/article/view/4132
• topic: App transportation. Quality service. Customer perception. SERVQUAL. Brazil.; Transporte por aplicativo. Qualidade em serviços. Percepção do consumidor. SERVQUAL. Brasil.

The private transport service requested by mobility apps has emerged in a context of inefficient public transportation services and a lack of universality in taxi services, also driven by the increasing use of digital technology. Considering that there is a growth in the use of transportation by applications in Brazil, the present study aims to verify the passenger’s perception regarding the satisfaction’s atributes with the transportation service offered by apps. Attributes were defined from a preliminary literature review and 417 online questionnaires were applied to ascertain how these aspects are evaluated by consumers. The results were treated by statistical analysis of the SERVQUAL scale, which made it possible to identify the existence of a negative gap between consumers' expectations and the actual performance of the service provided. From these results, app transportation companies can work on improving the experience they want to provide in their service, pricing design and promotions, among other things.