Benchmarking com foco na satisfação dos usuários do transporte coletivo por ônibus

Authors

  • Mariana Müller Barcelos WRI Brasil Cidades Sustentáveis e Departamento de Engenharia de Produção e Transportes, Universidade Federal do Rio Grande do Sul
  • Luis Antonio Lindau WRI Brasil Cidades Sustentáveis
  • Maria Beatriz Berti da Costa Departamento de Engenharia de Produção e Transportes, Universidade Federal do Rio Grande do Sul
  • Carla Schwengber ten Caten Departamento de Engenharia de Produção e Transportes, Universidade Federal do Rio Grande do Sul
  • Cristina Albuquerque Moreira da Silva WRI Brasil Cidades Sustentáveis
  • Brenda Medeiros Pereira WRI Brasil Cidades Sustentáveis

DOI:

https://doi.org/10.14295/transportes.v25i3.1335

Keywords:

Benchmarking, Satisfaction survey, Quality focused on users, Bus public transport, Normalyzing.

Abstract

Investing in quality of public transportation is fundamental to keep and attract users and to foster more sustainable cities. Benchmarking is an adequate tool to identify best practices and promote exchange experiences that contributes to improve transportation systems. Nevertheless, benchmarking focused on client satisfaction imposes challenges because of the lack of standards in collecting data and the socio-cultural biases inherent to opinion surveys. This paper presents a benchmarking analysis based on satisfaction data collected through a standardized survey. We propose a normalization of satisfaction rates that: (i) reduces the effect of socio-cultural biases, (ii) enables the comparison of bus systems operating in different Brazilian cities, and (iii) allows the identification of potential benchmarks. The proposed method proved suitable in identifying goals, priorities and attributes of bus transit systems that can serve as reference to other cities.

 

 

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References

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Published

2017-10-29

How to Cite

Barcelos, M. M., Lindau, L. A., da Costa, M. B. B., ten Caten, C. S., da Silva, C. A. M., & Pereira, B. M. (2017). Benchmarking com foco na satisfação dos usuários do transporte coletivo por ônibus. Transportes, 25(3), 115–125. https://doi.org/10.14295/transportes.v25i3.1335

Issue

Vol. 25 No. 3 (2017): Prêmio ANPET de Produção Científica 2016

Section

Prêmio ANPET de Produção Científica winners

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