Quality of service analysis of bicycle share systems: a look at users perception

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Quality of Service is an important indicator to obtain the users perceptions in identifying the problems faced using a service, with several successful applications in the transport sector. However, this theme is still under explored in the literature when it comes to Bike Sharing Systems (BSS). Wit...

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Autores principales:	Batalha , Ycaro, da Silva Portugal , Licinio, Souza Santos , Andrea
Formato:	Artículo publishedVersion
Lenguaje:	Portugués
Publicado:	Facultad de Filosofía y Letras, Universidad de Buenos Aires 2022
Materias:	Bike sharing system. Importance-performance analysis. Quality of service. User satisfaction Sistema de bicicletas compartidas. Análisis de importancia-desempeño. Calidad de servicio. Satisfacción del usuario. Sistemas de bicicletas compartilhadas. Análise de importância-performance. Qualidade de serviço. Satisfação do usuário
Acceso en línea:	https://revistascientificas.filo.uba.ar/index.php/rtt/article/view/12220 https://repositoriouba.sisbi.uba.ar/gsdl/cgi-bin/library.cgi?a=d&c=transter&d=12220_oai
Aporte de:	Repositorio Digital de la Universidad de Buenos Aires (UBA) de Universidad de Buenos Aires

id	I28-R145-12220_oai
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spelling	I28-R145-12220_oai2025-11-17 Batalha , Ycaro da Silva Portugal , Licinio Souza Santos , Andrea 2022-12-03 Quality of Service is an important indicator to obtain the users perceptions in identifying the problems faced using a service, with several successful applications in the transport sector. However, this theme is still under explored in the literature when it comes to Bike Sharing Systems (BSS). With this, this paper aims to apply the six-step methodology of Stradling et al. (2007) to evaluate the Quality of Service of a BSS and identify the elements that negatively interfere with the user experience. An BSS located on a university campus of the Federal University of Rio de Janeiro, exclusively for the use of servers and students, was analyzed. The adoption of this technique proved to be useful to evaluate these systems, giving ways to development improvements oriented to the satisfaction of users. The results showed that the critical variables are related to elements related to the physical infrastructure of the system, the urban environment, and the interface of the system with users. Thus, this research aims to contribute to the popularization of this mode of transport, including the perception of users in the evaluation and management of these systems. A Qualidade de Serviço é um indicador importante para se obter a percepção dos usuários na identificação dos problemas enfrentados na utilização de um dado sistema, com várias aplicações bem sucedidas no setor de transportes. Entretanto, este tema ainda é pouco explorado na literatura quando se trata dos Sistemas de Bicicletas Compartilhadas (SBCs). Com isso, o objetivo deste artigo é aplicar a metodologia de seis etapas de Stradling et al. (2007) para avaliar a Qualidade de Serviço de um SBC, identificando de maneira efetiva os elementos que interferem negativamente na experiência do usuário. Foi analisado um SBC localizado em um campus universitário da Universidade Federal do Rio de Janeiro, de uso exclusivo de servidores e alunos. A adoção desta técnica se mostrou útil para avaliar os elementos do sistema, dando caminhos para o desenvolvimento de ações orientadas à satisfação dos usuários. Os resultados mostraram que as variáveis críticas estão relacionadas a elementos ligados à infraestrutura física do sistema, do ambiente urbano e à interface do sistema com os usuários. Com isso, esta pesquisa visa contribuir para a popularização deste modo de transporte, incluindo a percepção dos usuários na avaliação e gestão destes sistemas. application/pdf https://revistascientificas.filo.uba.ar/index.php/rtt/article/view/12220 10.34096/rtt.i27.12220 por Facultad de Filosofía y Letras, Universidad de Buenos Aires https://revistascientificas.filo.uba.ar/index.php/rtt/article/view/12220/11024 Revista Transporte y Territorio; No. 27 (2022): Julio-Diciembre Revista Transporte y Territorio; Núm. 27 (2022): Julio-Diciembre 1852-7175 Bike sharing system. Importance-performance analysis. Quality of service. User satisfaction Sistema de bicicletas compartidas. Análisis de importancia-desempeño. Calidad de servicio. Satisfacción del usuario. Sistemas de bicicletas compartilhadas. Análise de importância-performance. Qualidade de serviço. Satisfação do usuário Quality of service analysis of bicycle share systems: a look at users perception Análise da qualidade de serviço de sistemas de bicicletas compartilhadas: um olhar para a percepção dos usuários info:eu-repo/semantics/article info:eu-repo/semantics/publishedVersion https://repositoriouba.sisbi.uba.ar/gsdl/cgi-bin/library.cgi?a=d&c=transter&d=12220_oai
institution	Universidad de Buenos Aires
institution_str	I-28
repository_str	R-145
collection	Repositorio Digital de la Universidad de Buenos Aires (UBA)
language	Portugués
orig_language_str_mv	por
topic	Bike sharing system. Importance-performance analysis. Quality of service. User satisfaction Sistema de bicicletas compartidas. Análisis de importancia-desempeño. Calidad de servicio. Satisfacción del usuario. Sistemas de bicicletas compartilhadas. Análise de importância-performance. Qualidade de serviço. Satisfação do usuário
spellingShingle	Bike sharing system. Importance-performance analysis. Quality of service. User satisfaction Sistema de bicicletas compartidas. Análisis de importancia-desempeño. Calidad de servicio. Satisfacción del usuario. Sistemas de bicicletas compartilhadas. Análise de importância-performance. Qualidade de serviço. Satisfação do usuário Batalha , Ycaro da Silva Portugal , Licinio Souza Santos , Andrea Quality of service analysis of bicycle share systems: a look at users perception
topic_facet	Bike sharing system. Importance-performance analysis. Quality of service. User satisfaction Sistema de bicicletas compartidas. Análisis de importancia-desempeño. Calidad de servicio. Satisfacción del usuario. Sistemas de bicicletas compartilhadas. Análise de importância-performance. Qualidade de serviço. Satisfação do usuário
description	Quality of Service is an important indicator to obtain the users perceptions in identifying the problems faced using a service, with several successful applications in the transport sector. However, this theme is still under explored in the literature when it comes to Bike Sharing Systems (BSS). With this, this paper aims to apply the six-step methodology of Stradling et al. (2007) to evaluate the Quality of Service of a BSS and identify the elements that negatively interfere with the user experience. An BSS located on a university campus of the Federal University of Rio de Janeiro, exclusively for the use of servers and students, was analyzed. The adoption of this technique proved to be useful to evaluate these systems, giving ways to development improvements oriented to the satisfaction of users. The results showed that the critical variables are related to elements related to the physical infrastructure of the system, the urban environment, and the interface of the system with users. Thus, this research aims to contribute to the popularization of this mode of transport, including the perception of users in the evaluation and management of these systems.
format	Artículo publishedVersion
author	Batalha , Ycaro da Silva Portugal , Licinio Souza Santos , Andrea
author_facet	Batalha , Ycaro da Silva Portugal , Licinio Souza Santos , Andrea
author_sort	Batalha , Ycaro
title	Quality of service analysis of bicycle share systems: a look at users perception
title_short	Quality of service analysis of bicycle share systems: a look at users perception
title_full	Quality of service analysis of bicycle share systems: a look at users perception
title_fullStr	Quality of service analysis of bicycle share systems: a look at users perception
title_full_unstemmed	Quality of service analysis of bicycle share systems: a look at users perception
title_sort	quality of service analysis of bicycle share systems: a look at users perception
publisher	Facultad de Filosofía y Letras, Universidad de Buenos Aires
publishDate	2022
url	https://revistascientificas.filo.uba.ar/index.php/rtt/article/view/12220 https://repositoriouba.sisbi.uba.ar/gsdl/cgi-bin/library.cgi?a=d&c=transter&d=12220_oai
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_version_	1851375084604751872

Quality of service analysis of bicycle share systems: a look at users perception

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