Resumo

LAMBARRY VILCHIS, Fernando; RIVAS TOVA, Luis Arturo  e  TRUJILLO FLORES, Mara Maricela. Development of a scale for measuring the perception of service quality in the systems of bus rapid transit (BRT) from the Metrobus of Mexico City. Innovar [online]. 2013, vol.23, n.50, pp.79-92. ISSN 0121-5051.

Abstract: In most of the emerging cities there is an insecure, inefficient and obsolete transportation system, which begins to evolve into a bus rapid transit system (BRT) of high quality, and user oriented. Although scales to measure perceptions of the quality of service in different sectors have been developed previously, due to its characteristics, is necessary to construct a specific scale applicable to BRT, being this the objective of this study. The research method is based on factorial and psychometrical analysis. The results show that the quality of the service perceived by BRT users is a multidimensional construct composed of the following variables: comfort, condition of the vehicles and stations, accessibility and ease of use, and reliability. These results provide a first theoretical approach for the managers of the BRT operating companies that will allow them to guide their operation strategies, and likewise for public administrators for guiding the development of public policies on transportation.

Palavras-chave : bus rapid transit; quality service; Metrobus.

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