Análise do nível de satisfação dos serviços prestados aos utentes: o caso dos transportes públicos de Maputo -TPM-EP

Abstract

This work aims to assess the level of satisfaction of transport users Maputo Public - Public Company (TPM-EP), in the cities of Maputo, Matola and surroundings. The research is characterized by being quantitative and qualitative, with data collection through the closed questionnaire, applied to 702 users. The work is divided into five chapters. In chapter 1 there is the introduction that comprises: framework, problem formulation and general objectives and work-specific. Chapter 2 deals with the literature review, first addressing the concepts satisfaction theorists, study of satisfaction including its perspectives in addition to mentioning its qualities. Then, a rationale is presented. theory related to the performance evaluation of transport systems. passengers, highlighting the concepts of efficiency and effectiveness. At the end of this chapter, concepts about sampling and respective techniques are discussed. Chapter 3 presents the material and methods used to achieve the objectives of the Work. The universe and sample for the field research is delimited. Chapter 4 presents the results obtained from the application of the methodology proposal. Chapter 5 consists of the conclusions of this study and recommendations for future works. Finally, the bibliographical references and annexes of the model of the survey on the assessment of the level of satisfaction of public transport users of Maputo, table of population by age group and areas of residence and other judged important for the explanation of certain facts verified during the work. (TRADUÇAO NOSSA