Users satisfaction measurement of the municipal paid rotational parking system

Abstract

The research identifies the perception of users of the paid public parking service by applying the European Customer Satisfaction Index model (ECSI). The study measured the relationship involving the system users since it is necessary to win their loyalty by maximizing satisfaction and also identifying aspects considered as important values to the client. To quantify this, we used the satisfaction ECSI, PLS-model estimated by the PM method which is characterized by its robustness on structural models composed of data with non-normality. Data were collected through questionnaires, not randomly, applied to 401 system users (Bagé / RS city). The results conclude that the user considers the service satisfactory, and this construct is mostly affected by expectation and service image. The constructs differ systematically by income and age. As these factors increase, the trend is a better assessment of the paid parking system.

Keywords:
Urban mobility; Public management; Paid parking; User satisfaction; Partial Least Squares (PLS)