Investigação sobre a satisfação do usuário dos serviços prestados pelo Metrô de São Paulo

The applicability in Brazil of the American Customer Satisfaction Index Model using the Structural Equation Modeling technique was discussed. An empirical survey was made of model behavior with data from those using the "Companhia do Metropolitano de São Paulo" - Metro. Results confirmed, in part, the associations of the Model suggesting however that the concept of customer expectations and the relation to other latent variables of the Model must be revised for better results. The impact of this concept on other latent Model variables differed the most from that proposed by Fornell because no sufficiently relevant structural coefficient was obtained. Generally these results corroborated other empirical experiments with such a model showing that consumer satisfaction was much more oriented towards quality and value than to expectations. An overall score of consumer satisfaction was calculated which may be compared to scores obtained with users of similar services.