文章基本信息

标题：Expectativas e percepções da qualidade dos serviços de transporte privado de passageiros solicitado por aplicativos: evidências do Brasil
本地全文：下载
作者：Lucas Rodrigues Deliberador ; Amanda Oliveira Fontenelle ; Fabiane Letícia Lizarelli 等
期刊名称：Revista Produção Online
印刷版ISSN：1676-1901
出版年度：2020
卷号：20
期号：4
页码：1384-1404
出版社：Departamento de Engenharia de Produção e Sistemas
摘要：The private transport service requested by mobility apps has emerged in a context of inefficient public transportation services and a lack of universality in taxi services, also driven by the increasing use of digital technology. Considering that there is a growth in the use of transportation by applications in Brazil, the present study aims to verify the passenger’s perception regarding the satisfaction’s atributes with the transportation service offered by apps. Attributes were defined from a preliminary literature review and 417 online questionnaires were applied to ascertain how these aspects are evaluated by consumers. The results were treated by statistical analysis of the SERVQUAL scale, which made it possible to identify the existence of a negative gap between consumers' expectations and the actual performance of the service provided. From these results, app transportation companies can work on improving the experience they want to provide in their service, pricing design and promotions, among other things.
关键词：App transportation; Quality service; Customer perception; SERVQUAL; Brazil;;Transporte por aplicativo; Qualidade em serviços; Percepção do consumidor; SERVQUAL; Brasil