Author(s)

D. I. De Souza, R. Rocha & P. Duarte

Abstract

In a previous paper by De Souza et al. we analyzed the transportation system by buses in the city of Rio Branco, located in the state of Acre, Brazil. In this work the main objective is to analyze the quality of service of the public bus company operating in the city of Itaperuna, in the state of Rio de Janeiro. Itaperuna has around 180,000 inhabitants and the bus service is supplied by only one public bus company. This analysis will be based on the opinion of the bus users with the objective of determining their degree of satisfaction with the service available. Then we will be able to determine the best way to improve the quality of the service provided by Itaperuna’s bus company. Keywords: public transportation, Itaperuna’s bus company, quality of service, passenger opinion, service cost, time schedule, efficiency. 1 Introduction The urban transportation system of Brazilian cities relies heavily on buses. Therefore it is a major concern for authorities to find ways to improve the efficiency of the bus service delivered to the population. Itaperuna, a city in the state of Rio de Janeiro, Brazil, is not an exception to this rule. It has around 180,000 inhabitants and the bus service is supplied by only one public bus company. Needless to say, the city’s transportation system is highly dependent on this bus company. In the last few years Itaperuna has shown a rapid population increase due to the economic development of Rio de Janeiro. Even with this fact in mind, it is

Keywords

public transportation, Itaperuna’s bus company, quality of service, passenger opinion, service cost, time schedule, efficiency