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Abstract
This study analyzes the process of evaluation of service quality. Based on theoretical reference, a method of analysis is proposed for application on the specific sector of highways of Sao Paulo State. Through a quantitative research with 4800 interviews in specific points of the highways under 12 concessionary companies’ shield, declarations of drivers had been taken and stratification of the interviewees have been made in three categories: car, bus and truck. Seven dimensions (factors) of aspects of service offering have been ordered by drivers, according to importance level and 22 sub factors included in these dimensions have been evaluated. It was possible to estimate a Quality Index considering the concessionary companies and the driver categories. Through the application of the statistical technique of multidimensional scaling mapping was built showing the relative positions of the concessionary companies according to the 22 sub factors. With the analysis method proposed in this study and the research in the highways, the application of an instrument of evaluation of service quality has been illustrated.
Key-words: Service quality. Multivariate analysis. Highways.
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