QUALITATIVE ATTRIBUTES AND SATISFACTION FACTORS WITH URBAN PUBLIC TRANSPORT BUS SERVICE

Detalhes bibliográficos
Autor(a) principal: Strehl, Elaine Görgen
Data de Publicação: 2019
Outros Autores: Mello Moyano, Carlos Alberto, Angnes, Derli Luís
Tipo de documento: Artigo
Idioma: por
Título da fonte: Contextus (Fortaleza. Online)
Texto Completo: http://periodicos.ufc.br/contextus/article/view/33530
Resumo: The growth of cities has influenced urban mobility. Means of collective transport represent a way to ease the problems of locomotion, and user satisfaction is one of the main indicators of the quality of the service provided. In order to identify the qualitative attributes and the factors that impact the satisfaction with urban bus quality, this study was carried out. Initially, an exploratory qualitative investigation was conducted with 25 bus users, raising the qualitative attributes. Subsequently, satisfaction with these attributes was evaluated, involving a sample of 203 users. There was a significant correlation between general user satisfaction and the intention to use the public transport service again. Six prevailing factors were also identified for satisfaction with the urban bus service: passenger support, information to the passenger, transportation vehicle, public transport service, structure of bus stops and stopover environment.
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spelling QUALITATIVE ATTRIBUTES AND SATISFACTION FACTORS WITH URBAN PUBLIC TRANSPORT BUS SERVICEATRIBUTOS CUALITATIVOS Y FACTORES DE SATISFACCIÓN CON EL TRANSPORTE PÚBLICO URBANO CON ÓMNIBUSATRIBUTOS QUALITATIVOS E FATORES DE SATISFAÇÃO COM O TRANSPORTE PÚBLICO URBANO POR ÔNIBUSservicespublic transportationbusqualitypassenger satisfaction.serviciostransporte públicoautobúscalidadsatisfacción de los usuariosserviçostransporte públicoônibusqualidadesatisfação dos usuáriosThe growth of cities has influenced urban mobility. Means of collective transport represent a way to ease the problems of locomotion, and user satisfaction is one of the main indicators of the quality of the service provided. In order to identify the qualitative attributes and the factors that impact the satisfaction with urban bus quality, this study was carried out. Initially, an exploratory qualitative investigation was conducted with 25 bus users, raising the qualitative attributes. Subsequently, satisfaction with these attributes was evaluated, involving a sample of 203 users. There was a significant correlation between general user satisfaction and the intention to use the public transport service again. Six prevailing factors were also identified for satisfaction with the urban bus service: passenger support, information to the passenger, transportation vehicle, public transport service, structure of bus stops and stopover environment.El crecimiento de las ciudades ha influido en la movilidad urbana. Los medios de transporte colectivo representan una manera de amenizar los problemas de locomoción, siendo la satisfacción de los usuarios uno de los principales indicadores de la calidad del servicio prestado. Objetivando identificar los atributos cualitativos y los factores que impactan en la satisfacción con la calidad de los autobuses urbanos, se realizó este estudio. Inicialmente, se hizo una investigación exploratoria y cualitativa con 25 usuarios de autobuses, levantando los atributos cualitativos. Posteriormente, se evaluó la satisfacción con tales atributos, involucrando una muestra de 203 usuarios. Resultó una correlación significativa entre la satisfacción general de los usuarios y la intención de utilizar nuevamente el servicio de transporte público. También se identificaron seis factores preponderantes para la satisfacción con el servicio de autobús urbano: atención al pasajero, información al pasajero, vehículo de transporte, servicio de transporte público, estructura de las paradas de autobús y ambiente de las paradas.O crescimento das cidades tem influenciado a mobilidade urbana. Os meios de transporte coletivo representam uma maneira de amenizar os problemas de locomoção, sendo a satisfação dos usuários um dos principais indicadores da qualidade do serviço prestado. Objetivando identificar os atributos qualitativos e os fatores que impactam na satisfação com a qualidade de ônibus urbanos, realizou-se este estudo. Inicialmente, fez-se uma investigação exploratória e qualitativa com 25 usuários de ônibus, levantando os atributos qualitativos. Posteriormente, avaliou-se a satisfação com tais atributos, envolvendo uma amostra de 203 usuários. Resultou uma correlação significativa entre a satisfação geral dos usuários e a intenção de utilizar novamente o serviço de transporte público. Também se identificaram seis fatores preponderantes para a satisfação com o serviço de ônibus urbano: atendimento ao passageiro, informações ao passageiro, veículo de transporte, serviço de transporte público, estrutura das paradas de ônibus e ambiente das paradas.FEAAC/UFC2019-04-12info:eu-repo/semantics/articleinfo:eu-repo/semantics/publishedVersionExploratória e Descritiva Quantitativaapplication/pdfapplication/vnd.openxmlformats-officedocument.wordprocessingml.documentapplication/ziphttp://periodicos.ufc.br/contextus/article/view/3353010.19094/contextus.v17i1.33530Contextus - Contemporary Journal of Economics and Management; Vol 17 No 1: Jan/Apr 2019; 98-126Contextus – Revista Contemporánea de Economía y Gestión; Vol. 17 Núm. 1: ene/abr 2019; 98-126Contextus – Revista Contemporânea de Economia e Gestão; v. 17 n. 1: jan/abr 2019; 98-1262178-92581678-2089reponame:Contextus (Fortaleza. Online)instname:Universidade Federal do Ceará (UFC)instacron:UFCporhttp://periodicos.ufc.br/contextus/article/view/33530/pdf_1http://periodicos.ufc.br/contextus/article/view/33530/98565http://periodicos.ufc.br/contextus/article/view/33530/165939http://periodicos.ufc.br/contextus/article/view/33530/165940http://periodicos.ufc.br/contextus/article/view/33530/165941http://periodicos.ufc.br/contextus/article/view/33530/165942Copyright (c) 2019 Revista: apenas para a 1a. publicaçãohttps://creativecommons.org/licenses/by-nc/4.0info:eu-repo/semantics/openAccessStrehl, Elaine GörgenMello Moyano, Carlos AlbertoAngnes, Derli Luís2021-11-20T14:56:43Zoai:periodicos.ufc:article/33530Revistahttp://periodicos.ufc.br/contextusPUBhttp://periodicos.ufc.br/contextus/oairevistacontextus@ufc.br2178-92581678-2089opendoar:2021-11-20T14:56:43Contextus (Fortaleza. Online) - Universidade Federal do Ceará (UFC)false
dc.title.none.fl_str_mv QUALITATIVE ATTRIBUTES AND SATISFACTION FACTORS WITH URBAN PUBLIC TRANSPORT BUS SERVICE
ATRIBUTOS CUALITATIVOS Y FACTORES DE SATISFACCIÓN CON EL TRANSPORTE PÚBLICO URBANO CON ÓMNIBUS
ATRIBUTOS QUALITATIVOS E FATORES DE SATISFAÇÃO COM O TRANSPORTE PÚBLICO URBANO POR ÔNIBUS
title QUALITATIVE ATTRIBUTES AND SATISFACTION FACTORS WITH URBAN PUBLIC TRANSPORT BUS SERVICE
spellingShingle QUALITATIVE ATTRIBUTES AND SATISFACTION FACTORS WITH URBAN PUBLIC TRANSPORT BUS SERVICE
Strehl, Elaine Görgen
services
public transportation
bus
quality
passenger satisfaction.
servicios
transporte público
autobús
calidad
satisfacción de los usuarios
serviços
transporte público
ônibus
qualidade
satisfação dos usuários
title_short QUALITATIVE ATTRIBUTES AND SATISFACTION FACTORS WITH URBAN PUBLIC TRANSPORT BUS SERVICE
title_full QUALITATIVE ATTRIBUTES AND SATISFACTION FACTORS WITH URBAN PUBLIC TRANSPORT BUS SERVICE
title_fullStr QUALITATIVE ATTRIBUTES AND SATISFACTION FACTORS WITH URBAN PUBLIC TRANSPORT BUS SERVICE
title_full_unstemmed QUALITATIVE ATTRIBUTES AND SATISFACTION FACTORS WITH URBAN PUBLIC TRANSPORT BUS SERVICE
title_sort QUALITATIVE ATTRIBUTES AND SATISFACTION FACTORS WITH URBAN PUBLIC TRANSPORT BUS SERVICE
author Strehl, Elaine Görgen
author_facet Strehl, Elaine Görgen
Mello Moyano, Carlos Alberto
Angnes, Derli Luís
author_role author
author2 Mello Moyano, Carlos Alberto
Angnes, Derli Luís
author2_role author
author
dc.contributor.author.fl_str_mv Strehl, Elaine Görgen
Mello Moyano, Carlos Alberto
Angnes, Derli Luís
dc.subject.por.fl_str_mv services
public transportation
bus
quality
passenger satisfaction.
servicios
transporte público
autobús
calidad
satisfacción de los usuarios
serviços
transporte público
ônibus
qualidade
satisfação dos usuários
topic services
public transportation
bus
quality
passenger satisfaction.
servicios
transporte público
autobús
calidad
satisfacción de los usuarios
serviços
transporte público
ônibus
qualidade
satisfação dos usuários
description The growth of cities has influenced urban mobility. Means of collective transport represent a way to ease the problems of locomotion, and user satisfaction is one of the main indicators of the quality of the service provided. In order to identify the qualitative attributes and the factors that impact the satisfaction with urban bus quality, this study was carried out. Initially, an exploratory qualitative investigation was conducted with 25 bus users, raising the qualitative attributes. Subsequently, satisfaction with these attributes was evaluated, involving a sample of 203 users. There was a significant correlation between general user satisfaction and the intention to use the public transport service again. Six prevailing factors were also identified for satisfaction with the urban bus service: passenger support, information to the passenger, transportation vehicle, public transport service, structure of bus stops and stopover environment.
publishDate 2019
dc.date.none.fl_str_mv 2019-04-12
dc.type.driver.fl_str_mv info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion
Exploratória e Descritiva Quantitativa
format article
status_str publishedVersion
dc.identifier.uri.fl_str_mv http://periodicos.ufc.br/contextus/article/view/33530
10.19094/contextus.v17i1.33530
url http://periodicos.ufc.br/contextus/article/view/33530
identifier_str_mv 10.19094/contextus.v17i1.33530
dc.language.iso.fl_str_mv por
language por
dc.relation.none.fl_str_mv http://periodicos.ufc.br/contextus/article/view/33530/pdf_1
http://periodicos.ufc.br/contextus/article/view/33530/98565
http://periodicos.ufc.br/contextus/article/view/33530/165939
http://periodicos.ufc.br/contextus/article/view/33530/165940
http://periodicos.ufc.br/contextus/article/view/33530/165941
http://periodicos.ufc.br/contextus/article/view/33530/165942
dc.rights.driver.fl_str_mv Copyright (c) 2019 Revista: apenas para a 1a. publicação
https://creativecommons.org/licenses/by-nc/4.0
info:eu-repo/semantics/openAccess
rights_invalid_str_mv Copyright (c) 2019 Revista: apenas para a 1a. publicação
https://creativecommons.org/licenses/by-nc/4.0
eu_rights_str_mv openAccess
dc.format.none.fl_str_mv application/pdf
application/vnd.openxmlformats-officedocument.wordprocessingml.document
application/zip
dc.publisher.none.fl_str_mv FEAAC/UFC
publisher.none.fl_str_mv FEAAC/UFC
dc.source.none.fl_str_mv Contextus - Contemporary Journal of Economics and Management; Vol 17 No 1: Jan/Apr 2019; 98-126
Contextus – Revista Contemporánea de Economía y Gestión; Vol. 17 Núm. 1: ene/abr 2019; 98-126
Contextus – Revista Contemporânea de Economia e Gestão; v. 17 n. 1: jan/abr 2019; 98-126
2178-9258
1678-2089
reponame:Contextus (Fortaleza. Online)
instname:Universidade Federal do Ceará (UFC)
instacron:UFC
instname_str Universidade Federal do Ceará (UFC)
instacron_str UFC
institution UFC
reponame_str Contextus (Fortaleza. Online)
collection Contextus (Fortaleza. Online)
repository.name.fl_str_mv Contextus (Fortaleza. Online) - Universidade Federal do Ceará (UFC)
repository.mail.fl_str_mv revistacontextus@ufc.br
_version_ 1798045753216598016

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