Diagnostic the satisfaction of customers who use the Urban Transport of Braga

Authors

  • Patrícia Raquel Antunes Ferreira Centro de Estudos Filosóficos e Humanísticos da Universidade Católica Portuguesa de Braga
  • Fátima Lobo
  • Augusta Macieira

DOI:

https://doi.org/10.17979/reipe.2015.0.14.942

Keywords:

Customers, customer Satisfaction

Abstract

This research aims at promoting and encouraging the use of public transport, in the course of life, in the urban environment, in order to contribute to environmental sustainability and accessibility to various resources and improving the quality of life. The economic growth, the expansion of urban areas and social factors related to the transformation of the family structure, are the main reasons for the growth of demand for transport. The intensive use of individual transport has serious consequences for the family economy, for the environment and spatial planning. This project, supported by methodological research-action had as objective to conduct a customer satisfaction diagnosis through a questionnaire constructed for this purpose, composed of 45 closed questions and 11 open questions, and the target population was the universe of customers TUB. A non-probability sample of 500 subjects and predominantly female (65.2 % ), with compulsory schooling (55.6 %) and secondary education (30.0 % ). The results point to satisfied customers and mostly very satisfied with the various dimensions assessed regarding the services provided.

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Author Biography

Patrícia Raquel Antunes Ferreira, Centro de Estudos Filosóficos e Humanísticos da Universidade Católica Portuguesa de Braga

Psicologia do Mestrado Aluna do Trabalho e das Organizações 

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Published

2015-12-11

How to Cite

Ferreira, P. R. A., Lobo, F., & Macieira, A. (2015). Diagnostic the satisfaction of customers who use the Urban Transport of Braga. Revista De Estudios E Investigación En Psicología Y Educación, (14), 086–091. https://doi.org/10.17979/reipe.2015.0.14.942

Issue

Vol. Extr., núm. 14 (2015) - XIII CIG-PP

Section

XIII Congreso Internacional G-P de Psicopedagogía. Área 14: TRANSICIONES Y DESARROLLO A LO LARGO DE LA VIDA

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