A jornada do cliente em viagens rodoviárias interestaduais: uma análise de alternativas para segurança e confiabilidade aos passageiros

Abstract

This study highlights the critical issue of safety in interstate road transport, which directly impacts customer experience and affects both trust in the service and the reputation of companies in the sector. Through interviews with key members of transport companies, vulnerabilities such as inadequate infrastructure, the need for greater stakeholder integration, lack of data, and the perception of unsafe travel were identified. Documentary research, literature review, and surveys with passengers were conducted to assess safety perception and satisfaction. Results revealed that safety, though highly rated, has concerns, particularly regarding bus stop conditions. Based on the analyses, an incremental innovation framework was developed, integrating technological solutions like video monitoring and geolocation to enhance both safety and travel experience. Despite limitations in accessing strategic data, the study demonstrated the financial feasibility of the proposed solutions, making a significant contribution to improving passenger safety in interstate road transport.