Proposta de escala para avaliação da qualidade do serviço disponibilizado em terminais integrados de transporte intermodal urbano de passageiros.

Abstract

This research aims to propose a scale for assessing service quality in integrated urban intermodal passenger transport terminals. Such assessment is essential for maintaining quality standards, encouraging the use of public transportation, and contributing to the reduction of individual vehicle traffic and its negative impacts, such as congestion, accidents, and environmental damage. A literature review on service quality and its application in intermodal terminals was conducted, supporting the development of a scale based on perceptions of quality adapted to the studied context. The methodology adopted is applied in nature, with a descriptive and quantitative approach. Literature review, direct observations, data triangulation through user validation, and scale application were used. The PE-15, Pelópidas Silveira, and Abreu e Lima terminals, located in the Metropolitan Region of Recife, were evaluated. Although they present a reasonably accessible structure and physical organization, low operational efficiency was observed. Flaws in payment systems, user information, and departure frequency stand out, elements considered essential for service quality. The findings highlight the need for strategic investments to overcome operational deficiencies and promote a more efficient, accessible and user-centered system.