ÔNIBUS LOTADO: ANÁLISE MÉTRICA DA QUALIDADE DO TRANSPORTE PÚBLICO MUNICIPAL

Considering the importance of public transport by bus in the country and the need to provide it to a level of quality satisfactory to citizens, the proposal of this article was to develop a metric to analyze the variables that influence the perception of quality of public transport by bus and user satisfaction with the service. For the construction of this metric the model proposed by Hair et al (2005ab) was adopted, which is configured from a set of eight steps. In terms of data collection, the final quantitative sample was 834 respondents from the two main cities in Paraiba. As a result, the adjusted model presented an explanatory power of 45.3% of the total variance, including more subjective service dimensions (reliability and general safety) and the characteristics of the service itself (comfort, accessibility, technical safety) and information provided to users (general information on the service and information on bus stops).