Satisfação dos usuários sobre a qualidade dos serviços ofertados no terminal rodoviário de passageiros em Anápolis-GO

Abstract

The theme of quality of services offered to the client is nowadays becoming a topic widely discussed among organizations, both in the public and private sectors. However, in the public area it becomes even more important, as the public service reaches a very wide range of users, who may or may not perceive the service as being of quality. Thus, the general objective of this study is to understand the level of satisfaction of the users of the Josias Moreira Braga Bus Terminal in Anápolis-GO, regarding the quality of the services offered. As for the methodology, the research is classified as quantitative, with exploratory and descriptive research procedures, in addition to bibliography and case study. Thirteen indicators were analyzed where eleven of them presented satisfactory evaluation, however, security and ticket prices received a negative evaluation. Thus, it was necessary to present suggestions for improving the service and increasing user satisfaction. It is concluded that, in general, the users of the terminal services are satisfied, although improvements can be made, considering that nowadays people are much more demanding and perceptive to details that suggest modernity and well-being.