Caracterização da satisfação dos usuários do sistema municipal de estacionamento rotativo através da aplicação do modelo ECSI

• Ano de defesa: 2014
• Autor(a) principal: Cruz, Franciane Cougo da
• Tipo de documento: Dissertação
• Tipo de acesso: Acesso aberto
• Idioma: por
• Instituição de defesa: Universidade Federal de Santa Maria; BR; Administração; UFSM; Programa de Pós-Graduação em Administração
• Palavras-chave em Português: Mobilidade urbana; Satisfação dos usuários; Partial least squares; Modelo estrutural; Urban mobility; User satisfaction; Structural model; CNPQ::CIENCIAS SOCIAIS APLICADAS::ADMINISTRACAO
• Link de acesso: http://repositorio.ufsm.br/handle/1/4679

The term mobility is at the same time, cause and effect of urban development and is directly related to the economic, social and environmental aspects of a region. Your qualified plan implies harmonic, efficient and democratically run cities. Whereas parking lots are defined as infrastructure for urban mobility, the research objective was to identify the perceptions of users of municipal services paid parking lots in order to provide subsidies for the construction of the Mobility Plan Territorial Bagé. Therefore, the present study uses the model ECSI (European Customer Satisfaction Index) to measure relationships involving users of the municipal system of rotating Paid parking. ECSI was estimated by PLS-PM method that is characterized by its robustness in the face of structural models with missing data with normality. Data were collected through questionnaires and applied, non-randomly by 401 users Municipal Parking System Revolving in the city of Bagé, Rio Grande do Sul. The results indicate that the system user considers the level of service provided satisfactory (mean 7.65), and this construct most affected by the expectation of users and image of service. The construct with the lowest average was the perceived value (average 6.73). The constructs differ systematically only for income and age profiles, in other words, as age or income increase, the trend is that there is a better evaluation of the different constructs.