Author(s)

D. I. De Souza, D. Kipper & P. Duarte

Abstract

The main objective of this work is to analyze the quality of service of the bus companies operating in the city of Rio Branco, located in the state of Acre. This analysis, based on the opinion of the bus users, will determine their degree of satisfaction with the service available. The outcome of this evaluation shows that the users are unhappy with the quality of the service provided by the bus companies and there is a 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. Keywords: public transportation, bus companies, quality of service, alternative solutions, passengers’ opinion. 1 Introduction In Rio Branco, as well as in several other Brazilian cities, there is a need to provide public transportation (mainly buses) to a large number of people, primarily, to those living in the suburbs of the city. The outlying suburbs are essentially caused by the chaotic growth of cities, and, thus, there exists a need for low cost improvement of existing public transportation systems, with the necessary flexibility to adjust the implementation of new lines to the need of potential customers. In the current context, public transportation by bus represents more than 50% of trips by motorized vehicles in Brazilian cities

Keywords

public transportation, bus companies, quality of service, alternative solutions, passengers’ opinion