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

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Published: Dec 11, 2015

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Patrícia Raquel Antunes Ferreira
Centro de Estudos Filosóficos e Humanísticos da Universidade Católica Portuguesa de Braga
Portugal
Biography
Fátima Lobo
Augusta Macieira
Vol. Extr., núm. 14 (2015) - XIII CIG-PP, XIII Congreso Internacional G-P de Psicopedagogía. Área 14: TRANSICIONES Y DESARROLLO A LO LARGO DE LA VIDA, pages 086-091
DOI: https://doi.org/10.17979/reipe.2015.0.14.942
Submitted: Jul 7, 2015 Accepted: Aug 25, 2015 Published: Dec 11, 2015
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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.

Keywords:

Clientes, Satisfação de clientes Customers, customer Satisfaction

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