Abstract: In this paper the main objective is to analyze the
quality of service of the bus companies operating in the city of
Campos, located in the state of Rio de Janeiro, Brazil. This analysis,
based on the opinion of the bus customers, will help to determine
their degree of satisfaction with the service provided by the bus
companies. The result of this assessment shows that the bus
customers are displeased with the quality of service supplied by the
bus companies. Therefore, it is necessary to identify alternative
solutions to minimize the consequences of the main problems related
to customers- dissatisfaction identified in our evaluation and to help
the bus companies operating in Campos better fulfill their riders-
needs.