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The main objective of this paper is to analyze the quality of service of the bus companies operating in the city of Rio Branco, located in the state of Acre. This analysis, based on the opinion of the bus users, will determine their degree of satisfaction with the service available. The outcome of this evaluation shows that the users are unhappy with the quality of the service provided by the bus companies and there is a need to identify alternative solutions that may minimize the consequences caused by the main problems detected in this work. With these alternatives available, the bus companies will be able to better understand the needs of their customers in terms of manpower, service cost, time schedule, etc.

Suggestions toward quality improvement in public transportation service in Rio Branco, Acre, Brazil