Use of the Servqual scale to measure the quality of service in intermodal systems of urban passenger transport

Abstract

This study aims to propose an evaluation method based on a Servqual scale adapted to the object of the study - considering the following dimensions: tangibility, reliability, promptness/empathy, safety and accessibility/integration. In this way, it becomes possible to measure the quality of the intermodal passenger transport service in a more comprehensive way, including internal and external factors to the modes of locomotion. The intermodal passenger transport system is responsible for enabling a large part of the movement of users through urban centers, enabling the performance of their daily activities. However, the models used to evaluate the quality of the urban passenger transport service restrict their analysis to aspects related to the interior of the vehicle, disregarding the rest of the route taken and the connections between the means of locomotion used by the user to complement their route. The data collection was based on users of the transportation system located in the Metropolitan Region of Recife (RMR), over 18 years of age. The greatest perceived deficits are found respectively in the dimensions of safety, promptness/empathy and accessibility/integration.