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Assessing the quality of intercity road transportation of passengers: An exploratory study in Brazil

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  • Freitas, André Luís Policani

Abstract

In Brazil, buses represent the main mode of public transportation. However, in recent years intercity and interstate bus companies have been facing a growing competition with other forms of transportation such as bus companies competitors, illegal transportation companies, chartered buses, and, more recently, air companies. In this scenario characterized by growing competition, it is essential to evaluate the quality of road transportation of passengers. In order to contribute to the analysis of this issue, this paper presents a methodological approach to assess the quality of intercity road transportation of passengers, according to the customers’ perspective. By conducting a case study in a city of almost 500,000 inhabitants from the interior of Rio de Janeiro, an Importance–Satisfaction Analysis (ISA) and an assignment procedure were used in order to obtain: (i) the main factors (criteria) that influence the quality of service intercity road transportation of passengers, (ii) the importance degree of criteria related to road transportation of passengers, (iii) the satisfaction of the users of road transportation under the considered criteria, (iv) the critical criteria/items, and (v) the categories which best represent the quality of service intercity road transportation according to the passengers’ perspective. Finally, several possible corrective actions to improve the quality of services considering each critical item/criterion were highlighted and special recommendations were done for the critical process (ticket sales).

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  • Freitas, André Luís Policani, 2013. "Assessing the quality of intercity road transportation of passengers: An exploratory study in Brazil," Transportation Research Part A: Policy and Practice, Elsevier, vol. 49(C), pages 379-392.
    • Handle: RePEc:eee:transa:v:49:y:2013:i:c:p:379-392
    DOI: 10.1016/j.tra.2013.01.042
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    References listed on IDEAS

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    1. Frederico Araújo Turolla & Moisés Diniz Vassallo & Alessandro V. Marques de Oliveira, 2008. "Intermodal competition in the Brazilian interstate travel market," Revista de Analisis Economico – Economic Analysis Review, Universidad Alberto Hurtado/School of Economics and Business, vol. 23(1), pages 21-33, June.
    2. Diab, Ehab I. & El-Geneidy, Ahmed M., 2012. "Understanding the impacts of a combination of service improvement strategies on bus running time and passenger’s perception," Transportation Research Part A: Policy and Practice, Elsevier, vol. 46(3), pages 614-625.
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    Cited by:

    1. Saba IKHLAQ & Muhammad Ashraf JAVID & Tanvir Iqbal QAYYUM, 2017. "Evaluation Of User’S Perceptions Regarding Performance Indicators Of Intercity Bus Terminals In Lahore, Pakistan," Transport Problems, Silesian University of Technology, Faculty of Transport, vol. 12(2), pages 123-136, June.
    2. Atalay, Kumru Didem & Atalay, Buket & Isin, Feride Bahar, 2019. "FIPIA with information entropy: A new hybrid method to assess airline service quality," Journal of Air Transport Management, Elsevier, vol. 76(C), pages 67-77.
    3. Hernandez, Sara & Monzon, Andres & de Oña, Rocío, 2016. "Urban transport interchanges: A methodology for evaluating perceived quality," Transportation Research Part A: Policy and Practice, Elsevier, vol. 84(C), pages 31-43.
    4. Li, Xiaowei & Tang, Junqing & Hu, Xiaojiao & Wang, Wei, 2020. "Assessing intercity multimodal choice behavior in a Touristy City: A factor analysis," Journal of Transport Geography, Elsevier, vol. 86(C).
    5. Reinhart Buenk & Sara S (Saartjie) Grobbelaar & Isabel Meyer, 2019. "A Framework for the Sustainability Assessment of (Micro)transit Systems," Sustainability, MDPI, vol. 11(21), pages 1-24, October.
    6. Istiak Ahmad & Fahad Alqurashi & Ehab Abozinadah & Rashid Mehmood, 2022. "Deep Journalism and DeepJournal V1.0: A Data-Driven Deep Learning Approach to Discover Parameters for Transportation," Sustainability, MDPI, vol. 14(9), pages 1-72, May.
    7. Ganji, S.S. & Ahangar, A.N. & Awasthi, Anjali & Jamshidi Bandari, Smaneh, 2021. "Psychological analysis of intercity bus passenger satisfaction using Q methodology," Transportation Research Part A: Policy and Practice, Elsevier, vol. 154(C), pages 345-363.
    8. Sajjakaj Jomnonkwao & Thanapong Champahom & Vatanavongs Ratanavaraha, 2020. "Methodologies for Determining the Service Quality of the Intercity Rail Service Based on Users’ Perceptions and Expectations in Thailand," Sustainability, MDPI, vol. 12(10), pages 1-20, May.
    9. Machado-León, José Luis & de Oña, Rocío & Baouni, Tahar & de Oña, Juan, 2017. "Railway transit services in Algiers: priority improvement actions based on users perceptions," Transport Policy, Elsevier, vol. 53(C), pages 175-185.

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