URBAN PUBLIC TRANSPORT SYSTEM: ANALYSIS OF QUALITY MODELS IN THE VIEW OF BUS MANAGERS AND USERS IN THE METROPOLITAN OF BELÉM-MDB IN THE STATE OF PARÁ-BRAZIL (Atena Editora)

Abstract

This study of relevance in the area of public transport in the bus modality comes to analyze the satisfactions regarding the quality offered in the urban public transport sectors in the Metropolitana de Belém-MDB based on the vision of users and managers. Throughout the work, a review of the concepts of quality is made in various aspects such as: evolution, services, transport services, consumer behavior, quality processes, among others. Regarding the methodological aspect, two field surveys were carried out that showed the satisfaction rates of users and managers, where in the users' view unacceptable levels were described, which when compared to the general average obtained 54.81% of dissatisfaction and contrasting with the index in the view of the managers that was with 66.74% of satisfaction. In defining the construction of the models of the various existing GAPs, they were based on 27 variables that reflect the most intrinsic aspects of quality within the scope of urban public transport. Therefore, as final results, two general global models were created through the technique called Principal Components-PCA analysis, which were demonstrated through the scores obtained at the levels of perceived quality, both by the population and by the managers. In this way, the results can serve as management, control and planning tools for actions that refer to public transport, which, without a doubt, can contribute to improving the quality of transport services offered to the MDB population.