QUALITATIVE ATTRIBUTES AND SATISFACTION FACTORS WITH URBAN PUBLIC TRANSPORT BUS SERVICE
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Data de Publicação: | 2019 |
Outros Autores: | , |
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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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 |
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1798045753216598016 |