O grau de satisfação dos usuários do transporte rodoviário coletivo urbano: uma pesquisa no município de Juiz de Fora (MG)

Abstract

The main objective of this dissertation was to measure the degree of general satisfaction of users of urban collective road transport in the city of Juiz de Fora (MG). Thus, we developed a research in two phases: one was a qualitative approach and another based in a quantitative approach. About the qualified and exploratory phase of the research, we found out some important aspect for the construction of the work, once we established twelve requirements for the satisfaction of the users of the service researched. Therefore, we chose an in-depth interview as a technique of research with a small significant sample (AAKER; KUMAE; DAY, 2013), formed by twenty subjects directly connected to the studied transport system. Which concerns to the first phase of the research, we selected the Lefèvre and Lefèvre's technique of Discourse of the Collective Subject (DSC), which one used to organize the verbal data extracted from the interviews. In the quantitative phase of the research, based on a non-probabilistic sampling of 400 people, we identified that the most important attribute is the “punctuality”, while the attribute “employees satisfied with work” is less important. Regarding the satisfaction of the social actors surveyed, the attribute “traffic” had the lower average satisfaction, while the attribute “service (driver and bus ticket reviser)” obtained the highest average of satisfaction. Regarding the statistic tests applied, the users of the transport system researched are slightly satisfied with service provided, without having relation to gender of interviews. Finally, we expect that the conclusion of this research through the results obtained can help the management of the collective urban road transport in the city of Juiz de Fora, as well as to contribute directly and positively the quality of life of users of this service.