Quality Analysis of the Bus Rapid Transit (BRT) Transport System TransOeste Line in Rio de Janeiro, RJ, Brasil

Abstract

The development of urban centers led to increase the number of displacements of the population and consequently traffic on the roads. To hold the 2016 Olympic Games, the city of Rio de Janeiro decided to implement a BRT (Bus Rapid Transit) system, connecting Barra da Tijuca to the western end of the city's west zone. In this context, this article aims to evaluate the quality level of the TransOeste BRT by means of quality indicators. Through a satisfaction survey aimed at users of the system, it was possible to evaluate and estimate the level of satisfaction regarding the quality of the service offered, from the user's point of view. The methodology used to check the quality of services provided by BRT transport was based on data collection with users through closed questionnaires at the Jardim Oceânico bus terminal. Positive results were obtained in the Cronbach's Alpha test regarding users' expectations and perceptions. Then, the importance factor analysis method was applied using the IBM SPSS Statistics software. The results obtained through factor analysis allowed the establishment of quality gaps that elucidate the deficiencies and the need for improvements in the TransOeste BRT system.