Satisfação dos usuários do sistema modal ferroviário da cidade do Rio de Janeiro

Abstract

It is believed that even with the improvement of the railways management in the city of Rio de Janeiro still are negative factors that are lacking in the railway system. The study aims to evaluate the perception of satisfaction of users of the rail modal system of the city of Rio de Janeiro with the use of an online tool that allows explain the passengers' expectations regarding the service provided by the concessionaire. This qualitative and quantitative view used a questionnaire based on the Likert scale, whichever is the Delphi method, the Cronbach's alpha and correlation analysis in order to explain the factors that evaluate the user's daily life this mode of urban transport. Items deemed unfavorable are evident on the trip, now identified by statistical methods and forwards the results obtained to reviewers users through the link <https://sites.google.com/site/rjtrens/>, way to give back to cooperation of the participants and draw attention to the quality of service to both the technical and as to the dealership managers.