Abstract

Public transportation is essential in any society since it allows the economy to develop and improve the quality of life of its inhabitants. The purpose of this research is to know, from the point of view of different public transport actors, the level of quality of service offered and received. The research approach was mixed, the qualitative study involved semi-structured interviews with 22 participants. In the quantitative study, the scope was descriptive and cross-sectional with a non-probabilistic convenience sampling of 1,056 public transport users. Descriptive statistics techniques were applied for data analysis. Among the main results was the lack of road education, little commitment on the part of professionals behind the wheel who do not respect the taximeter rate, the service provided is far below what was expected, and the maximum capacity of the units is not respected.

Keywords:
Public transport; service marketing; consumer behavior; customer satisfaction