Análise da qualidade do serviço de transporte público da Linha 035, modificada durante a pandemia da Covid-19

Abstract

The Urban public transport is of great importance for the organization and composition of cities, because it contributes to human development, contributing for more people to have access to education, leisure and work. The main objective of this study was to verify the users satisfaction with the public transport service offered by the line 035 Ouro Preto Mercado via Farol , which replaced the line 030 Ouro Preto Centro, to verify the users satisfaction after the change. To realization this work, was carried out a bibliographical review about the quality indexes of public transport, verification with the management organ about the motivation for changing the line, elaboration of a questionnaire, application of the same and analysis of the results. The prepared questionnaire has 26 questions divided into: 5 for the customer profile, 4 about the change made to the lines and 17 about the evaluation of the current line 035. In general, users did not approve the change of the line, being the factor more impacted with this change the frequency of service, but, considering the other factors, passengers classify the service of the line on a regular basis. Finally, it was noted that it is very important to expand opinion polls, especially in times of changes in transport and to develop a more effective database, so that the population has more quality public transport, to use it more often, reducing the use of private vehicles and consequently contributing to the road system.