Service Quality Attributes In Urban Bus Services: The Experience Of Belem-Para/Brazil
Free (open access)
405 - 414
M. Tobias, J. Waisman & H. de Paiva Jr
The city of Belem, in Brazil’s northern region, is known as the gateway of the Amazon and is also capital of the Para state and part of a metropolitan region. In the last 10 years, deep changes in the metropolitan socioeconomic and land use structures have led to a decrease in bus ridership. This is due to congestion jams in bus corridors and continuous quality deterioration of bus services. A survey was done to determine and evaluate which service attributes influence users’ opinions that allow them to have a negative image of bus transport. Data were obtained through a home survey (500 households) applied to bus users in order to identify their socioeconomic status, trip patterns, service evaluation and both favourable and unfavourable opinions towards bus services. A detailed analysis of the results permits the identification of the most important existing problems and shortcomings and gives subsidy to a comprehensive diagnosis of the whole bus transport system. Keywords: urban bus, users behaviour, image and opinion.
urban bus, users behaviour, image and opinion