Desenvolvimento e aplicação de um índice de avaliação da satisfação dos usuários sobre a qualidade dos serviços do sistema rodoviário na SP-310

Abstract

Over the years, the market has been progressively growing more competitive. As a result, customer experience and service quality are pivotal factors for the success of any company. Today, consumers are becoming increasingly demanding and seek products that meet their needs and expectations. As a result, providing high-quality service is important to ensure customer satisfaction, which is the focal point of service delivery. The study aims to develop an evaluation method for users of the road system on the Washington Luís Highway (SP-310) concerning the quality of provided services. In this study, the evaluation index was analyzed using a Customer Satisfaction (CSAT) rating scale, employing priority indicators for the system and the application of a virtual form. This process aimed to identify deficiencies in the paved road network to pinpoint critical areas. Subsequently, an analysis of the data obtained from the form was conducted, correlating the influence of relevance weights for each indicator, demographic characteristics of the audience, and the most utilized stretch. Consequently, it was noted that the characteristics of the surveyed users could yield varying results in the satisfaction index. Ultimately, it was possible to conclude and confirm that the SP-310 can be regarded as a highway with high satisfaction from the perspective of the research participants.