Índice geral de qualidade dos serviços de transporte por aplicativos sob a perspectiva dos passageiros

Abstract

The quality of transport apps services have much more importance today as they are increasingly being used. Therefore, the realization of data collections that can evaluate the quality factors that have greater relevance to app users is gradually becoming more necessary. Thereby, a quality index was developed focusing on passengers who use individual transport intending to survey improvement points for app comprehending the level of user satisfaction. Data collection of the research was carried out through the Quality Function Deployment Methodology (QFD Methodology), in which two forms were made to list the degree of priority and evaluation of the apps quality factors to perform data analysis and to develop the proposed quality index. Therefore, it was found that the five main characteristics for individual transport passengers by app were, respectively, cost-effectiveness, safety, service price, speed of boarding, and practicality of the application. After implementing the methodology, the general quality index showed a good service level rating and the characteristics that had the best and worst scores in the evaluation were, respectively, cost-effectiveness and speed of boarding.