Abstract: The main objective of this work is to compare the
quality of service of the bus companies operating in the city of Rio
Branco, located in the state of Acre with the quality of service of the
bus companies operating in the city of Campos, situated in the state
of Rio de Janeiro, both cities in Brazil. This comparison, based on the
opinion of the bus users, will determine their degree of satisfaction
with the service available in both cities. The outcome of this
evaluation shows the users unhappy with the quality of the service
provided by the bus companies operating in both cities and the need
to identify alternative solutions that may minimize the consequences
caused by the main problems detected in this work. With these
alternatives available, the bus companies will be able to better
understand the needs of their customers in terms of manpower,
service cost, time schedule, etc.