Suggestions for the Improvement of the Quality of Public Transportation Service in Campos,Brazil

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.

Authors:

• D. I. De Souza
• G. P. Azevedo
• P. Duarte

Keywords:

• PubicTransportation
• Quality of Service
• Riders'Opinion
• Bus Companies

References:

[1] NTU (2010). National urban transport association year book
2009/2010. http://www.ntu.ogr.br/.
[2] P. Duarte and D. I. De Souza. "Suggestions .for the Improvement of the
Quality of Services of Collective Transportation," Competition and
Ownership in Land Passenger Transport,, (book style), Elsevier Ltd.,
2005, ch. 37, pp. 649-658.
[3] D. I. De Souza, D. A., Kipper and P. Duarte. "Suggestions toward
quality improvement in public transportation service in Rio Branco,
Acre, Brazil,"Urban Transport 2010 Conference, WIT Transactions on
Ecology and the Environment, 2010, Volume111, pp. 115-124.