Public transport service by bus in Nova Iguaçu city of Rio de Janeiro

Abstract

The objective of this study is to evaluate the perception about quality of public transportation service in Nova Iguaçu city, a peripheral city located in the Metropolitan Region of Rio de Janeiro, Brazil. It is understood that the evaluation of the quality dimensions of the public transport service by bus, can contribute to think about the city and its urban mobility plan. In the study, the following dimensions of quality evaluation were selected: Reliability, Safety, Tangibility. Quality management aspects of urban collective passenger transport services were analyzed. The exploratory base study allowed a better understanding of the user's perception about the service, leading to a systemic analysis of the problems of the city that were detected. The results make it clear that, in some points, there is no evidence of a mobility project within the concept of sustainability. Expectations are not met, that is, there are many tangible needs regarding equipment, reliability regarding the expected time of use of the system at peak times, as well as inadequacies in user safety.

Keywords: Quality. Transport. Bus. User.