Analysis of satisfaction of river transport users with the Manaus moderna port service level
Organizations are challenged to meet the needs of customers, who demand ever-higher levels of service without compromising the economic and financial viability of the enterprise. High levels of service demand high costs, a rule that also applies to the fluvial passenger transport practiced in the Am...
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| Formato: | Artículo publishedVersion |
| Lenguaje: | Español |
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Facultad de Filosofía y Letras, Universidad de Buenos Aires
2020
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| Acceso en línea: | https://revistascientificas.filo.uba.ar/index.php/rtt/article/view/9662 https://repositoriouba.sisbi.uba.ar/gsdl/cgi-bin/library.cgi?a=d&c=transter&d=9662_oai |
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I28-R145-9662_oai2025-11-17 Nascimento-e-Silva, Daniel do Rego do Rego, Itarciana 2020-11-30 Organizations are challenged to meet the needs of customers, who demand ever-higher levels of service without compromising the economic and financial viability of the enterprise. High levels of service demand high costs, a rule that also applies to the fluvial passenger transport practiced in the Amazon. This study aimed to analyze the satisfaction of users of Amazonian vessels with the level of service offered to them. It used the survey method, whose data were collected from 408 users of transport services provided by vessels that dock in the port know as Manaus Moderna, through questionnaires with closed questions, analyzed with descriptive statistics and Kruskal-Wallis and Mann-U tests. Whitney, to detect associations of analytical categories with sociodemographic aspects. The results showed that users are very satisfied with the level of service offered, there was no association between satisfaction and marital status, gender and age group and there were differences in 14 satisfaction categories in relation to users’ personal income. The conclusion is that the high satisfaction of users with the level of service can be modified if they change their personal income, which reveals the economic, financial and operational fragility of this predominant mode of transport in the Amazon. As organizações têm como desafio suprir as necessidades de clientes, que exigem níveis de serviços cada vez mais elevados, sem comprometer a viabilidade econômico-financeira do empreendimento. Níveis de serviços elevados demandam custos elevados, regra que também se aplica ao transporte fluvial de passageiros praticado na Amazônia. Este estudo teve como objetivo analisar a satisfação dos usuários das embarcações amazônicas com o nível de serviço que lhes é oferecido. Utilizou a metodologia de levantamento, cujos dados foram coletados de 408 usuários dos serviços de transporte fornecido pelas embarcações que aportam no porto conhecido por “Manaus Moderna”, através de questionários com questões fechadas, analisados com estatísticas descritivas e testes de Kruskal-Wallis e U de Mann-Whitney, para detectar associações das categorias analíticas com aspectos sociodemográficos. Os resultados mostraram que os usuários estão muito satisfeitos com o nível de serviço oferecido, não houve associação entre satisfação e estado civil, gênero e faixa etária e houve diferenças em 14 categorias de satisfação em relação à renda pessoal dos usuários. A conclusão é que a altíssima satisfação dos usuários com o nível de serviço pode ser modificada, caso se lhes altere a renda pessoal, o que revela a fragilidade econômica, financeira e operacional desse meio de transporte que predomina na Amazônia. application/pdf https://revistascientificas.filo.uba.ar/index.php/rtt/article/view/9662 10.34096/rtt.i23.9662 spa Facultad de Filosofía y Letras, Universidad de Buenos Aires https://revistascientificas.filo.uba.ar/index.php/rtt/article/view/9662/8443 Revista Transporte y Territorio; No. 23 (2020): Región Metropolitana de Buenos Aires; 182-200 Revista Transporte y Territorio; Núm. 23 (2020): Región Metropolitana de Buenos Aires; 182-200 1852-7175 users satisfaction service level transportation of passengers logistics in the Amazon satisfação de usuários nível de serviço transporte de passageiros logística na Amazónia Analysis of satisfaction of river transport users with the Manaus moderna port service level Análise da satisfação dos usuários das embarcações que aportam no entorno da “Manaus moderna” 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=9662_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 |
Español |
| orig_language_str_mv |
spa |
| topic |
users satisfaction service level transportation of passengers logistics in the Amazon satisfação de usuários nível de serviço transporte de passageiros logística na Amazónia |
| spellingShingle |
users satisfaction service level transportation of passengers logistics in the Amazon satisfação de usuários nível de serviço transporte de passageiros logística na Amazónia Nascimento-e-Silva, Daniel do Rego do Rego, Itarciana Analysis of satisfaction of river transport users with the Manaus moderna port service level |
| topic_facet |
users satisfaction service level transportation of passengers logistics in the Amazon satisfação de usuários nível de serviço transporte de passageiros logística na Amazónia |
| description |
Organizations are challenged to meet the needs of customers, who demand ever-higher levels of service without compromising the economic and financial viability of the enterprise. High levels of service demand high costs, a rule that also applies to the fluvial passenger transport practiced in the Amazon. This study aimed to analyze the satisfaction of users of Amazonian vessels with the level of service offered to them. It used the survey method, whose data were collected from 408 users of transport services provided by vessels that dock in the port know as Manaus Moderna, through questionnaires with closed questions, analyzed with descriptive statistics and Kruskal-Wallis and Mann-U tests. Whitney, to detect associations of analytical categories with sociodemographic aspects. The results showed that users are very satisfied with the level of service offered, there was no association between satisfaction and marital status, gender and age group and there were differences in 14 satisfaction categories in relation to users’ personal income. The conclusion is that the high satisfaction of users with the level of service can be modified if they change their personal income, which reveals the economic, financial and operational fragility of this predominant mode of transport in the Amazon. |
| format |
Artículo publishedVersion |
| author |
Nascimento-e-Silva, Daniel do Rego do Rego, Itarciana |
| author_facet |
Nascimento-e-Silva, Daniel do Rego do Rego, Itarciana |
| author_sort |
Nascimento-e-Silva, Daniel |
| title |
Analysis of satisfaction of river transport users with the Manaus moderna port service level |
| title_short |
Analysis of satisfaction of river transport users with the Manaus moderna port service level |
| title_full |
Analysis of satisfaction of river transport users with the Manaus moderna port service level |
| title_fullStr |
Analysis of satisfaction of river transport users with the Manaus moderna port service level |
| title_full_unstemmed |
Analysis of satisfaction of river transport users with the Manaus moderna port service level |
| title_sort |
analysis of satisfaction of river transport users with the manaus moderna port service level |
| publisher |
Facultad de Filosofía y Letras, Universidad de Buenos Aires |
| publishDate |
2020 |
| url |
https://revistascientificas.filo.uba.ar/index.php/rtt/article/view/9662 https://repositoriouba.sisbi.uba.ar/gsdl/cgi-bin/library.cgi?a=d&c=transter&d=9662_oai |
| work_keys_str_mv |
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