Abstract
Nowadays the service sector is a relevant segment to the countries around the world. Especially referent to public transportation service, it is important to highlight that it is essential for the economy and welfare of the society. In this sense, the quality and the customer´s satisfaction are important factors in this sector. Thus, it seems to be pertinent to measure these factors. Then, the objective of this paper is to describe the scale construction process, whose purpose is to measure and evaluate the quality of the public transportation service according to the customer´s satisfaction. Further, this work seeks to present the preliminary results obtained from the application of this scale. The scale in discussion was published in ENCOBEP 2016 (Encontro do Centro-Oeste Brasileiro de Engenharia de Produção), but after this event, the scale was analyzed by authors of this paper to get the third version. This version was applied in a sample of 146 customers of the public transportation service and the quantitative data were treated statistically. The results showed that the reliability of the scale is acceptable and the conclusion is that the customers are unsatisfied with the public transportation services.
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Soares, J.C.V., Paula, V.F., Brandão, V.B., de Souza, M.A., Neto, A.S.S. (2019). Developing a Scale to Measure Quality in Public Transport Services. In: Mula, J., Barbastefano, R., Díaz-Madroñero, M., Poler, R. (eds) New Global Perspectives on Industrial Engineering and Management. Lecture Notes in Management and Industrial Engineering. Springer, Cham. https://doi.org/10.1007/978-3-319-93488-4_5
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DOI: https://doi.org/10.1007/978-3-319-93488-4_5
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