The Satisfaction of the Clients as to the Quality of Services of the Natal's BusTerminal (RN)

Abstract

The quality of the services is one of the principals’ manager’s preoccupations, a factor that contribute for the client’s satisfaction. The research has as objective the satisfaction analyses as to the quality of services offered by the Natal’s bus terminal (RN), in the scale SERVPERF. The research was crucial in the literature review serving it as base for the compression and results analysis. The data collected was analyzed by a quantitative away, conducted to the conclusion of the applicability. The model adopted has five dimensions that suggest a direct contribution for the general satisfaction’s perception of the passengers in relation to the tangibility, reliability, promptitude, security and empathy, by twenty two items adapted to the terminal. The sample was constituted with the participation of the passengers that embarked in the terminal with the intent to achieve the level of trust and a tolerable error margin. The results of the research signalized that the model’s dimension proposed contribute to the satisfaction of the passengers. The principals identified problems were: trust in the safety and in the installation, the commitment in solving problems, the clarifying of the doubts and the cordial service to the passengers. It was observed by the variables of the characterization that the persons that utilized more the bus terminal, opting by bus traveling, reside in the state, with evidence in the city of Natal, attributing to the terminal not only the touristic importance, but an away that facilitates the dislocation.