ANÁLISE DOS INDICADORES DE DESEMPENHO DE OPERADORES DE TRANSPORTE DE PASSAGEIROS POR NAVEGAÇÃO INTERIOR NA LINHA BELÉM – SALVATERRA

In the state of Pará, water transport represents an essential means of transportation for the population. Some of the main municipalities receiving passenger traffic from the Pará state capital are located in the Marajó region, where there are virtually no highways, with transportation options in this region limited to water transport. With this in mind, this study employed a methodology to analyze the construction of performance indicators for assessing the quality of passenger transportation services applied to companies operating on the Belém-PA/Salvaterra-PA route (Marajó region), whose operations are regulated and monitored by the Pará State Regulatory and Control Agency (ARCON). A qualitative and quantitative approach was used, including a case study. The results indicated the possibility of assessing the quality of the service provided based on measurable variables in a practical and reliable manner, contributing to the establishment of criteria within the state of Pará that can be used by both companies operating in the service under review and by public regulatory and oversight entities, ensuring the continuous improvement of safety, accessibility, comfort, and quality in passenger transport by waterway. The selected indicators proved to be useful and appropriate to the local situation, as well as to the data available for the research.