Método para análise de níveis de serviço em praças de pedágio

Authors

  • Marta Rodrigues Obelheiro UFRGS
  • Helena Beatriz Bettella Cybis UFRGS
  • Marcelo Leismann de Oliveira UFRGS
  • José Luis Duarte Ribeiro Brasil

DOI:

https://doi.org/10.14295/transportes.v19i3.374

Abstract

Este trabalho propõe um método para análise de níveis de serviço em praças de pedágio. O método foi elaborado a partir de dados representativos de condições operacionais características de rodovias e praças de pedágio brasileiras. O método proposto é baseado na percepção de usuários de praças de pedágio acerca da qualidade de serviço nas praças. A percepção dos usuários foi captada através de pesquisa qualitativa, que envolveu o uso de cenários microssimulados representativos de situações de tráfego em praças. A partir dos resultados da pesquisa qualitativa, foi realizada modelagem e obtida equação que relaciona a qualidade percebida pelos usuários com os fatores intervenientes: porcentagem de caminhões no fluxo, tamanho de fila e número de cabines de atendimento. Os resultados indicaram que o comprimento de filas nas cabines exerce forte influência sobre a qualidade percebida nas praças. Além da equação, é proposta uma escala de níveis de serviço relacionada com a qualidade percebida pelos usuários em praças de pedágio.


Palavras-chave: praças de pedágio, nível de serviço, pesquisa qualitativa, simulação.

 

Abstract: This paper proposes a method for analyzing level of service at toll plazas. The method was built from data representing spe-cific operational conditions of Brazilian highways and toll plazas, and it is based on toll plaza quality service as perceived by users. Us-ers’ perception was captured by qualitative research, which involved the use of microsimulated scenarios representing traffic situations at toll plazas. The outcome of the qualitative research was a model relating service quality as perceived by users with the influence fac-tors: trucks percentage, queue length and number of toll booths. The results suggest that queue length at toll booths has a strong influ-ence on perceived quality at toll plazas. This paper also proposes a hierarchy for the level of service related to service quality perceived by users at toll plazas.
Keywords: toll plaza, level of service, qualitative research, simulation.

 

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Volume 19, Número 3, Dezembro de 2011

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Published

2011-01-18

How to Cite

Obelheiro, M. R., Cybis, H. B. B., de Oliveira, M. L. and Ribeiro, J. L. D. (2011) “Método para análise de níveis de serviço em praças de pedágio”, Transportes, 19(3), pp. 18–27. doi: 10.14295/transportes.v19i3.374.

Issue

Vol. 19 No. 3 (2011)

Section

Articles

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