Avaliação da Qualidade dos Serviços de Transporte Coletivo Rodoviário utilizando o Método SERVQUAL Adaptado

Abstract

This paper aims to assess the quality of public road transport service provided by concessionary companies in the municipality of Belém do Pará, the largest Amazon metropolis, considering the dimensions proposed by the current theory of the SERVQUAL Model, and analyze in which dimensions the greatest gaps between expected services and services rendered occur. Data were obtained through the application of 420 forms, whose respondents belong to the population of public road transport users in the municipality and the results of perceptions and expectations obtained in the survey were compared to reach a parameter (gap) for each of the questions. It was found that the quality level of public transport in Belém of Pará is below the expected by users based on the results obtained in the survey. In all five categories analyzed, it was found that the real perception these services is lower than expected, which means that the quality of public transport services is unsatisfactory for those who use public transport in Belém and especially with the worst rate analyzed being associated with courtesy, respect for users and the idea that the employee is interested in the best for the customer. The article empirically contributes to the finding that, despite the vast knowledge of the science of quality management, the practice does not follow the standards and, from a methodological point of view, the adapted SERVQUAL method proves to be effective for conducting the analyses.