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

The urbanization process generated an increase in the demand for transport, both for cargo handling and for the displacement of people, implying an increase in traffic. As a way to improve traffic conditions and urban mobility during the 2016 Olympic Games, the city of Rio de Janeiro decided to implement a BRT (Bus Rapid Transit) transport system, connecting Barra da Tijuca to the west end of the West Zone of the city. In this context, this article aims to assess the service quality level of BRT TransOeste through quality performance indicators. Through a satisfaction survey aimed at users of the system, it was possible to assess and estimate the level of satisfaction with regard to the quality of the service offered, from the user's point of view. The methodology used to check the quality of the services provided by BRT was based on the collection of data with users, through questionnaires, carried out at the Jardim Oceanico bus terminal. Indicators such as driving skills, ease of ticket purchase and system speed stood out positively in terms of user satisfaction, while occupancy and safety rates at stations and vehicles had the worst ratings. Through the analysis of the quality gaps, priorities were defined for the management of indicators and suggested proposals for improving the system. The method of factor analysis of the importance of evaluation items was applied, using the IBM SPSS Statistics software. The results obtained allowed to constitute gaps of quality that elucidate the deficiencies and the needs for improvements in the BRT TransOeste.