A Comparative Study Of The Quality Of Services Of Public Transportation In The City Of Campos Dos Goytacazes, Brazil

Abstract

In our previous work, we analyzed the performance level reached by a certain public transportation bus company, nominated Company (A), operating in the city of Campos dos Goytacazes, Rio de Janeiro State, Brazil. That study was undertaken because in the last years Brazilian public bus transportation companies have lost revenue due to their lack of quality services and focus on customer satisfaction. As an immediate consequence of this fact, low customer satisfaction has led to client loss to competition. Based on customer opinion, we will now analyze the quality level reached by other public transportation bus companies operating in Campos. Again, a research opinion questionnaire will be used to collect data for this analysis, with customer selected randomly. Using the same questionnaire for these other bus companies that was previously used for Company A, we compare the results between Company (A) and the other group. Applying an equation that would define weight for each one of the analyzed items (attributes), a number was calculated representing a quality level based on customer satisfaction. The results show that Company A, as well as the other companies, need to urgently better their level of services. The quality level was bed for all of them, showing a great dissatisfaction among the public transportation users in the city of Campos.