Percepção do usuário de ônibus sobre a qualidade do transporte público por ônibus na cidade de Igarassu

Abstract

This research aims to identify the main attributes that impact the perception and satisfaction of users of public transport by bus in the city of Igarassu/PE. It has an exploratory, descriptive and grounded characteristic in field research. The attributes evaluated in the survey were safety, comfort, information, travel time, accessibility, courtesy of employees, frequency, reliability and maintenance. Due to the high demand for bus users in the region, a more detailed study was needed to assess user satisfaction with service provision. The non-parametric Chi-Square test and linear regression analysis were used to identify the most relevant variables to explain the phenomenon under study. The results show that the highest level of dissatisfaction is in relation to the state of the bus's capacity during trips, conditions of accessibility on public sidewalks, safety inside the bus and confidence in the maintenance of vehicles. Taking into account the significance level of 5%, it is concluded that the attributes comfort, accessibility, safety and reliability are the ones that most interfere in the users perception of satisfaction.