Analysis of Intelligent public Transit Service Models by users: A Literature Review

The urban public transit sector for bus passengers has undergone significant strategic changes, motivated by the issue of qualitative management in its service. It has been noticed in the literature that management models, which consider sustainability, eco-efficiency and human capital, are able to value the business, combined with customer satisfaction, quality, and behavior. This article aims to conduct a bibliographical research with the aim of analyzing concepts related to the quality of public road transit service. The methodology was exploratory and explanatory through a literature review on intelligent public transit service models by users. Based on the proposed constructs, the results pointed to the following trinomial: Quality, Satisfaction, and Behavior. It was possible to identify, through the research, models that indicated that service satisfaction is directly related to quality. Nevertheless, the matter is not merely related to quality, but rather social, environmental and economic behavior. Findings were identified in the literature that pointed to the need to build an Intelligent Management Model for public transit, which are qualitative management methods that adapt to user needs, considering urban, environmental, social, behavioral and economic aspects.