Evaluation of service quality in cycling systems: identification of the main gaps that affect the perception of its users

Abstract

This article aims to propose a model for evaluating the quality of service provided by cycle systems, through the identification of the main gaps that affect the perception of cyclists. Through Factor Analysis, the attributes that make up the suggested scale to measure the quality of service of the segment were analyzed and classified. As a result, 14 characteristics were obtained for consideration. The identification of these factors will provide managers to perform the interventions understood by users as more relevant to leverage this form of active transport and potentially reduce the externalities resulting from the use of cars and motorcycles in urban spaces. The results show that the availability of bicycle parking lots, installation of showers and changing rooms in workplaces or study and the lighting and policing conditions of the roads are the aspects that present the greatest gap between perception and expectation for bicycle users in the city of Recife, Pernambuco, Brazil.