Desarrollo de una escala de medición de la percepción en la calidad del servicio en los sistemas de autobuses de tránsito rápido, a partir del Metrobús de la Ciudad de México

In most of the emerging cities there is an insecure, inefficient and obsolete transportation system, which begins to evolve into a bus rapid transit system (BRT) of high quality, and user oriented. Although scales to measure perceptions of the quality of service in different sectors have been developed previously, due to its characteristics, is necessary to construct a specific scale applicable to BRT, being this the objective of this study. The research method is based on factorial and psychometrical analysis. The results show that the quality of the service perceived by BRT users is a multidimensional construct composed of the following variables: comfort, condition of the vehicles and stations, accessibility and ease of use, and reliability. These results provide a first theoretical approach for the managers of the BRT operating companies that will allow them to guide their operation strategies, and likewise for public administrators for guiding the development of public policies on transportation.