Aplicação da Metodologia Customer Satisfaction Score - CSAT por meio de Dados Abertos: Estudo de Caso sobre um Sistema de Transporte Público Municipal

Context: This article addresses the intricacies of the municipal public transportation system in Alegrete/RS, aiming to analyse the management of the service by the company Expresso Fronteira d’Oeste. The company took over urban bus routes in the city in 2020 and since has been facing criticism regarding the quality of service and the current fare. These factors underscore a certain dissatisfaction among some users, emphasizing the urgent need for assessments and improvements in the local public transportation system. Objective: To verify user satisfaction, from their perspective regarding the quality of municipal public transport in Alegrete. Methodology: Bibliographic research carried out from June to December 2022, complemented by three parallel studies carried out between January and March 2023. However, complementary to the first, for the purposes of an analysis of the reality of municipal public transport in Alegrete/RS, under the user satisfaction variables (passenger vision, field research via Customer Satisfaction Score and statistical analysis using mathematical modeling) and Fare pricing (relating it to other products, economic indices, and tariffs in the main municipalities of the Southwest Mesoregion Rio-Grandense, via open data). For its execution, in the bibliographical part, the systematic literature review was used as a methodology, to focus on the subject and gather technical-theoretical knowledge, to guide this process of investigation and analysis, in the deepening of knowledge, using for this purpose, academic-scientific productions in the Portuguese language, indexed in the Google Scholar Metrics (GSM) database. As well as other sources (books, national and international periodicals, annals of scientific congresses, besides monographs, dissertations, and theses available in repositories of educational institutions) so that it would be possible, from studies already published, to verify what the literature presents on user satisfaction, from its perspective, regarding the quality of municipal public transport. Originality: The study revealed high potential to explore the topic “public transport systems”, considering the need for scientific production around transport management. Main results: The analyses revealed the perception that users of public transport in Alegrete have about this service, as well as being able to compare the price of the fare charged (R$4.25), in relation to the fares charged by the main municipalities in the Southwest Mesoregion Rio-Grandense, and also analyse its evolution over the last 5 (five) years, in relation to the most relevant economic indices (IPCA, INPC, IPC and IGP-M) and the values of the dollar (inflation index) and the price of oil diesel, the main input for buses, as well as the correlation between these two variables. Theoretical contributions: The mathematical model developed during the research can be a reference for researchers in different areas of activity, considering the breadth of the services and transport sector. Managerial contributions: Understanding the processes and parameters that impact the daily lives of public transport users in Alegrete/RS, offers the managers of the company Expresso Fronteira d'Oeste, as well as the public authorities in the figure of the mayor, a powerful tool in planning of the municipality's transport system, improving the quality of the service offered to its users, as well as saving financial resources, both private to the company, as well as public resources coming from taxpayers' taxes. Final Considerations: The present study demonstrated that the public transport fare in Alegrete is adequate for the region (Southwest Mesoregion Rio-Grandense), does not require a short-term adjustment, as it has been adjusted above the main economic and salary indices national minimum, and has followed the trajectory of appreciation of the dollar (inflation index), as regards the quality of municipal public transport, from the perspective of the population of Alegrete, the aforementioned service, in the user's view, is classified as little satisfied (bad), obtaining a satisfaction index equal to 2.6285, on a CSAT scale from 0 to 5.