Análise dos requisitos de qualidade do transporte coletivo urbano de São José do Rio Preto - SP usando o método QFD

Abstract

The chaotic growth of cities and the lack of importance of their effects on transport systems and traffic have caused enormous damage. The growth of Brazilian cities, can not continue being led by the disorderly development and the needs of individual transport. The challenge is to mobilize allies and public opinion to support public transit systems, and financial and operational. Owing to the problem, public transport has lost seriously by the public, politicians, civic and business entities, and its own citizens who depend on it. It is therefore essential to work to reverse this situation, demonstrating the advantages of public transport. The success of this effort will also depend on the increase in efficiency and quality, which is attached to a series of parallel actions as: improving the quality of services and ensuring adequate space for public transport depending also of improving their quality. This must express itself in all areas, especially, the technological aspects (vehicle), management (training of providers), care (physical and temporal coverage), and integration of information to the user. To consolidate itself as a major shift of urban public transport must also be able to meet the new audiences who never used it, or abandoned due to a drop in the level of service. Therefore, the objective of this research is to analyze the public transport service of the city of Sao Jose do Rio Preto - SP, whose design takes into account quality requirements, such as customer focus and stakeholders - national manager and operator - with the help of the QFD tool. Based on these assessments, particularly the results of the survey with users, regulators and operators have identified the most relevant and less relevant items of the quality of transport. The results show that when studying the customer expectations, it was concluded that to provide a quality service, operator and manager of the same must know the profile and the basic priorities of users, as well as having their needs and expectations main focus.