Consórcio Guaicurus: o atendimento dos motoristas aos usuários do transporte coletivo urbano: uma proposta de aprimoramento

Abstract

This research presents as central theme the study about the attendance of the drivers to urban public transport users and its general objective is to present a training proposal unifying and standardizing the attendance of all the drivers of the companies that make up the Guaicurus Consortium. Data collection was performed through a questionnaire survey with open and closed questions, which evaluated the passengers 'perception regarding the attendance provided by the drivers and also the drivers' perception regarding the service rendered. The research was carried out in the period from 02/01 to 15/01/2018. In the theoretical reference were addressed the following topics: Training and Development Conceptualization; The process of training people in organizations. As a result, it was observed the need for more trainings to attend to those with special needs, with a schedule of trainings to train drivers.