Qualidade do serviço de transporte fretado: estudo de caso em uma empresa de petróleo e gás
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Data
2025-08-28
Autores
Giuriatto, Naiara Tomazelli
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Universidade Federal do Espírito Santo
Resumo
The growing demand for efficient transportation systems has led companies to consider chartered transport services as a sustainable solution to urban mobility challenges, including traffic congestion, greenhouse gas (GHG) emissions, and employee satisfaction. Despite its benefits, this service is underutilized in Brazil, especially in sectors such as oil and gas, which impact the entire transport services industry. Most studies on transport quality focus exclusively on user perception, neglecting other stakeholders such as drivers, operations staff, and the contracting company. This study evaluates the quality of chartered transport services in a Brazilian company using an adapted SERVQUAL model and data from multiple stakeholders (n=561). The research adopted the model proposed by Souza, Moraes Neto, and Cardoso (2018), which applies a case study approach through structured questionnaires. The analysis used the GAP analysis method and quadrant analysis to assess perceptions and expectations regarding various service attributes. Critical GAPs were identified in areas needing specific improvements, such as seat comfort, noise levels, travel time, and restroom cleanliness. Vehicle identification, on the other hand, was consistently rated positively. The quadrant analysis revealed that most attributes were considered strengths, although communication channels and itinerary flexibility require greater attention. The study highlights the importance of addressing stakeholder-specific GAPs to improve service performance. Regular evaluations and customized strategies are recommended to ensure continuous improvement. This research contributes to the still underexplored field of chartered transport service quality, offering a model applicable to other sectors
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Qualidade de serviços , Serviços de transporte fretado , SERVQUAL , Service quality , Chartered transport services