Service Quality in a Collective Urban Transportation System

摘要

This paper analyses the relation between the agents of a transportation system using quality tools. The users of the collective urban transportation system are served in their daily transportation needs by a transport firm that renders its service, through a concession or permission given by the municipality. A search was carried out, using the quality attributes and indices, with people who commute within the specific travel limits comprised between the downtown area and the university campus. An analysis was made on the data collected from the users using the quality function deployment charts. The expectations and necessities of the users were identified and recommendations were made for taking actions on the critical attributes.