Reputation in public transport service

Resumo

Brazilian's traffic and transportation public management sector comes in a troubled scenario and undergoes deep changes. It is observed that the Brazilian population has been demanding changes in organizations, especially in face of the current reputation crisis scenario in several institutions. As a result, a reflection on the factors that influence the perception of citizens regarding to public services is fundamental to the expansion of dialogue mechanisms with society as well as the modernization and improvement of public administration. This work investigates the reputation of Belo Horizonte Company of Transport and Traffic - BHTRANS. As a main methodological strategy a survey has been developed to research the perception of two public key from the studied organization: people who drive private vehicles (called here private drivers) and taxi drivers who circulate BH southern central area. The data were collected by using a questionnaire designed based on the theoretical model Rep Trak Pulse® developed by Reputation Institute. The model aims to measure the reputation of an organization by evaluating seven dimensions, namely: performance, products and services, innovation, workplace, governance, citizenship and leadership. This paper also aims identifying the most important reputation attributes in the perception of each group and comparing the results between the surveyed groups. The results indicate that BHTRANS has an unfavorable reputation with these audiences. In general, the two surveyed groups showed an unfavorable perception towards BHTRANS reputation. In comparison, however, it can be noted a more forceful critical position by the private drivers. This study contributes to better critically examine and disseminate the theme "reputation" from public institutions that rely on scarce bibliography.