Quality in services: Case study from the bus station of Caxias Do Sul/Rs/Brazil

The purpose of this study was to identify the perception of the users of the Bus Station of Caxias do Sul, RS, Brazil, regarding the quality of services provided. To do so, a quantitative and descriptive research was carried out using a cross-sectional survey using the SERVQUAL Scale as a data collection instrument. Through univariate and multivariate statistical analysis, it was verified that the dimensions proposed by the scale were not maintained, being grouped in four other factors, and not in the five defined in the literature. Thus, it is inferred that although the statistical distribution was different in the set of data obtained, they are still relevant for the explanation and identification of quality in services, since they cover all the necessary analytical aspects. As suggestions for future studies, it is recommended to replicate this research in other Road Stations, as well as considering other means of public transportation, such as airplanes and subways, for example.