GESTÃO DA QUALIDADE E RESPONSABILIDADE SOCIAL NA SUPERINTENDÊNCIA DE TRÂNSITO E TRANSPORTES PÚBLICOS, AVALIADA PELA PERCEPÇÃO DOS USUÁRIOS DO SISTEMA DE TRÂNSITO DE CAMPINA GRANDE

Abstract

This present research has the objective to verify to what extent the ´STTP`, as Campina Grande transit organiser, has performed its role to correspond to the expectations of the commuters who use the transport system, with the view to fulfill is quality and responsibility patterns. It was used the method of professor Parasuraman, the ´SERVQUAL`, in order to evaluate the services and from Francisco Paulo and César Froes for the social responsability. The universe used was the users of Campina Grande transport system. The sample used was from 446 pedestrians. Collecting up data was done via questionnaire applied to the universe studied. This research identified a general rate of satisfaction among the users of this transport system in 87,63% and gap of 12,37% in average for the services to reach its desired patterns and correspond to the expectations to the service required. As for its social responsibility, with the tendency to increase to a medium degree, varying from 2,38 to 2,71 in the average marks. As for the social dimension it is noticed satisfactorily with a medium increasing between 2,90 and 3,29 of the grades obtained.