Service Quality Assessment of Routes in the State of Sao Paulo

Detalhes bibliográficos
Autor(a) principal: Gouvêa, Maria Aparecida
Data de Publicação: 2007
Outros Autores: Toledo, Geraldo Luciano, Rodrigues Filho, Lino Nogueira
Tipo de documento: Artigo
Idioma: por
eng
spa
Título da fonte: Revista Brasileira de Gestão de Negócios (Online)
Texto Completo: https://rbgn.fecap.br/RBGN/article/view/54
Resumo: This study analyzes the process of evaluation of service quality. Based on theoretical reference, a method of analysis is proposed for application on the specific sector of highways of Sao Paulo State. Through a quantitative research with 4800 interviews in specific points of the highways under 12 concessionary companies’ shield, declarations of drivers had been taken and stratification of the interviewees have been made in three categories: car, bus and truck. Seven dimensions (factors) of aspects of service offering have been ordered by drivers, according to importance level and 22 sub factors included in these dimensions have been evaluated. It was possible to estimate a Quality Index considering the concessionary companies and the driver categories. Through the application of the statistical technique of multidimensional scaling mapping was built showing the relative positions of the concessionary companies according to the 22 sub factors. With the analysis method proposed in this study and the research in the highways, the application of an instrument of evaluation of service quality has been illustrated.Key-words: Service quality. Multivariate analysis. Highways.
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spelling Service Quality Assessment of Routes in the State of Sao PauloLa Evaluación de la Calidad de los Servicios en las Autovías del Estado de São PauloA Avaliação da Qualidade de Serviços das Rodovias do Estado de São PauloService quality. Multivariate analysis. Highways.Calidad en servicios. Análisis multivariado. Autovías.Qualidade em serviços. Análise multivariada. Rodovias.This study analyzes the process of evaluation of service quality. Based on theoretical reference, a method of analysis is proposed for application on the specific sector of highways of Sao Paulo State. Through a quantitative research with 4800 interviews in specific points of the highways under 12 concessionary companies’ shield, declarations of drivers had been taken and stratification of the interviewees have been made in three categories: car, bus and truck. Seven dimensions (factors) of aspects of service offering have been ordered by drivers, according to importance level and 22 sub factors included in these dimensions have been evaluated. It was possible to estimate a Quality Index considering the concessionary companies and the driver categories. Through the application of the statistical technique of multidimensional scaling mapping was built showing the relative positions of the concessionary companies according to the 22 sub factors. With the analysis method proposed in this study and the research in the highways, the application of an instrument of evaluation of service quality has been illustrated.Key-words: Service quality. Multivariate analysis. Highways.Este estudio analiza el proceso de evaluación de la calidad en servicios. Con base en el referencial teórico, se propone un método de análisis para aplicar en el sector específico de las autovías del Estado de São Paulo. Mediante investigación cuantitativa con 4800 entrevistas realizadas en trechos de autovías administradas por 12 empresas concesionarias, se obtuvieron declaraciones de conductores estratificados en las categorías automóviles, ómnibus y camiones. Los conductores jerarquizaron por orden de importancia, siete dimensiones (factores) sobre aspectos de la prestación de servicios y se evaluaron 22 subfactores comprendidos en las mismas. Fue posible establecer un Índice de Calidad entre las concesionarias y las categorías de los conductores. Por medio de la técnica estadística de escalonamiento multidimensional se hizo un mapeo con las posiciones relativas de las concesionarias en el conjunto de los 22 subfactores. Con el método de análisis propuesto en ese estudio y la investigación en las autovías, se ilustró la aplicación de un instrumento de evaluación de calidad en servicios.Palabras clave: Calidad en servicios. Análisis multivariado. Autovías.Este estudo analisa o processo de avaliação da qualidade em serviços. Com base no referencial teórico, um método de análise é proposto para aplicação no setor específico das rodovias do estado de São Paulo. Mediante pesquisa quantitativa com 4800 entrevistas realizadas em trechos de rodovias sob a égide de 12 empresas concessionárias, foram obtidos depoimentos dos motoristas estratificados nas categorias automóveis, ônibus e caminhão. Sete dimensões (fatores) de aspectos de prestação de serviços foram hierarquizadas pelos motoristas, segundo a ordem de importância e 22 sub-fatores abarcados pelas mesmas foram avaliados. Foi possível a aferição de um Índice de Qualidade ao nível das concessionárias e das categorias de motoristas. Por meio da técnica estatística de escalonamento multidimensional foi feito um mapeamento com as posições relativas das concessionárias no conjunto dos 22 sub-fatores. Com o método de análise proposto nesse estudo e a pesquisa nas rodovias, foi ilustrada a aplicação de um instrumento de avaliação de qualidade em serviços. Palavras-chave: Qualidade em serviços. Análise multivariada. Rodovias.FECAP2007-07-20info:eu-repo/semantics/articleinfo:eu-repo/semantics/publishedVersionAvaliado por paresapplication/pdfapplication/pdfapplication/pdfhttps://rbgn.fecap.br/RBGN/article/view/5410.7819/rbgn.v8i20.54Review of Business Management; Vol. 8 No. 20 (2006); 34-44RBGN Revista Brasileira de Gestão de Negócios; Vol. 8 Núm. 20 (2006); 34-44RBGN - Revista Brasileira de Gestão de Negócios; v. 8 n. 20 (2006); 34-441983-08071806-4892reponame:Revista Brasileira de Gestão de Negócios (Online)instname:Fundação Escola de Comércio Álvares Penteado (FECAP)instacron:FECAPporengspahttps://rbgn.fecap.br/RBGN/article/view/54/48https://rbgn.fecap.br/RBGN/article/view/54/277https://rbgn.fecap.br/RBGN/article/view/54/278Copyright (c) 2014 Review of Business Managementinfo:eu-repo/semantics/openAccessGouvêa, Maria AparecidaToledo, Geraldo LucianoRodrigues Filho, Lino Nogueira2008-12-10T15:47:46Zoai:ojs.emnuvens.com.br:article/54Revistahttp://rbgn.fecap.br/RBGN/indexhttps://rbgn.fecap.br/RBGN/oai||jmauricio@fecap.br1983-08071806-4892opendoar:2008-12-10T15:47:46Revista Brasileira de Gestão de Negócios (Online) - Fundação Escola de Comércio Álvares Penteado (FECAP)false
dc.title.none.fl_str_mv Service Quality Assessment of Routes in the State of Sao Paulo
La Evaluación de la Calidad de los Servicios en las Autovías del Estado de São Paulo
A Avaliação da Qualidade de Serviços das Rodovias do Estado de São Paulo
title Service Quality Assessment of Routes in the State of Sao Paulo
spellingShingle Service Quality Assessment of Routes in the State of Sao Paulo
Gouvêa, Maria Aparecida
Service quality. Multivariate analysis. Highways.
Calidad en servicios. Análisis multivariado. Autovías.
Qualidade em serviços. Análise multivariada. Rodovias.
title_short Service Quality Assessment of Routes in the State of Sao Paulo
title_full Service Quality Assessment of Routes in the State of Sao Paulo
title_fullStr Service Quality Assessment of Routes in the State of Sao Paulo
title_full_unstemmed Service Quality Assessment of Routes in the State of Sao Paulo
title_sort Service Quality Assessment of Routes in the State of Sao Paulo
author Gouvêa, Maria Aparecida
author_facet Gouvêa, Maria Aparecida
Toledo, Geraldo Luciano
Rodrigues Filho, Lino Nogueira
author_role author
author2 Toledo, Geraldo Luciano
Rodrigues Filho, Lino Nogueira
author2_role author
author
dc.contributor.author.fl_str_mv Gouvêa, Maria Aparecida
Toledo, Geraldo Luciano
Rodrigues Filho, Lino Nogueira
dc.subject.por.fl_str_mv Service quality. Multivariate analysis. Highways.
Calidad en servicios. Análisis multivariado. Autovías.
Qualidade em serviços. Análise multivariada. Rodovias.
topic Service quality. Multivariate analysis. Highways.
Calidad en servicios. Análisis multivariado. Autovías.
Qualidade em serviços. Análise multivariada. Rodovias.
description This study analyzes the process of evaluation of service quality. Based on theoretical reference, a method of analysis is proposed for application on the specific sector of highways of Sao Paulo State. Through a quantitative research with 4800 interviews in specific points of the highways under 12 concessionary companies’ shield, declarations of drivers had been taken and stratification of the interviewees have been made in three categories: car, bus and truck. Seven dimensions (factors) of aspects of service offering have been ordered by drivers, according to importance level and 22 sub factors included in these dimensions have been evaluated. It was possible to estimate a Quality Index considering the concessionary companies and the driver categories. Through the application of the statistical technique of multidimensional scaling mapping was built showing the relative positions of the concessionary companies according to the 22 sub factors. With the analysis method proposed in this study and the research in the highways, the application of an instrument of evaluation of service quality has been illustrated.Key-words: Service quality. Multivariate analysis. Highways.
publishDate 2007
dc.date.none.fl_str_mv 2007-07-20
dc.type.driver.fl_str_mv info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion
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status_str publishedVersion
dc.identifier.uri.fl_str_mv https://rbgn.fecap.br/RBGN/article/view/54
10.7819/rbgn.v8i20.54
url https://rbgn.fecap.br/RBGN/article/view/54
identifier_str_mv 10.7819/rbgn.v8i20.54
dc.language.iso.fl_str_mv por
eng
spa
language por
eng
spa
dc.relation.none.fl_str_mv https://rbgn.fecap.br/RBGN/article/view/54/48
https://rbgn.fecap.br/RBGN/article/view/54/277
https://rbgn.fecap.br/RBGN/article/view/54/278
dc.rights.driver.fl_str_mv Copyright (c) 2014 Review of Business Management
info:eu-repo/semantics/openAccess
rights_invalid_str_mv Copyright (c) 2014 Review of Business Management
eu_rights_str_mv openAccess
dc.format.none.fl_str_mv application/pdf
application/pdf
application/pdf
dc.publisher.none.fl_str_mv FECAP
publisher.none.fl_str_mv FECAP
dc.source.none.fl_str_mv Review of Business Management; Vol. 8 No. 20 (2006); 34-44
RBGN Revista Brasileira de Gestão de Negócios; Vol. 8 Núm. 20 (2006); 34-44
RBGN - Revista Brasileira de Gestão de Negócios; v. 8 n. 20 (2006); 34-44
1983-0807
1806-4892
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instacron:FECAP
instname_str Fundação Escola de Comércio Álvares Penteado (FECAP)
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reponame_str Revista Brasileira de Gestão de Negócios (Online)
collection Revista Brasileira de Gestão de Negócios (Online)
repository.name.fl_str_mv Revista Brasileira de Gestão de Negócios (Online) - Fundação Escola de Comércio Álvares Penteado (FECAP)
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