Analysis of satisfaction of river transport users with the Manaus moderna port service level

Abstract

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.