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  • About
  • The Global ETD Search service is a free service for researchers to find electronic theses and dissertations. This service is provided by the Networked Digital Library of Theses and Dissertations.
    Our metadata is collected from universities around the world. If you manage a university/consortium/country archive and want to be added, details can be found on the NDLTD website.
1

Avalia??o de desempenho em mercados reguladores de transporte urbano por ?nibus :proposi??o de um modelo aplic?vel ao caso de Natal

Lima, Jeanne Samara dos Santos 22 December 2010 (has links)
Made available in DSpace on 2014-12-17T14:53:00Z (GMT). No. of bitstreams: 1 JeanneSSL_DISSERT.pdf: 3072042 bytes, checksum: 04de68fe169b7cc85a462e0690b00058 (MD5) Previous issue date: 2010-12-22 / Coordena??o de Aperfei?oamento de Pessoal de N?vel Superior / Increased competition in the market of urban transport, characteristic of the Brazilian cities from years 90, has required actions of the managing agencies to ensure the universality of service, enhancing efficiency and consumer welfare. It grows in the Brazilian municipalities, the need to adopt a systematic performance evaluation in terms of management system of indicators and targets appropriate to the regulatory context, which has the purpose of evaluating the accomplishment and compliance by dealers, of the services granted during the contract period, marked by increasingly long periods. The introduction of an index operational performance in permission contracts/concession in urban buses is intended to establish a regulatory performance, giving the contract a pro-competitive feature and to allow the managing agency the systematic and continuous monitoring of the performance of the delegated service to avoid major deviations from desired performance. A performance assessment model of public transportation companies by bus, and applicable to the case of Natal is proposed. Sought to add the particularities found in the transport system in order to assess the performance of enterprises, contribute to improving the service quality to the population and enable decision-makers a detailed knowledge of the behavior of the licensees / O aumento da competi??o no mercado de transporte urbano, caracter?stica das cidades brasileiras a partir dos anos 90, tem exigido a??es dos ?rg?os gestores para garantia da universaliza??o dos servi?os, do incremento da efici?ncia e bem-estar dos consumidores. Cresce nos munic?pios brasileiros, a necessidade de se adotar uma sistem?tica de avalia??o de desempenho em termos de gest?o de um sistema de indicadores e metas adequado ao contexto regulat?rio, que tenha a finalidade de avaliar a realiza??o e o cumprimento, por parte dos concession?rios, dos servi?os concedidos, durante a vig?ncia do contrato, pautado por prazos cada vez mais longos. A introdu??o de um ?ndice de desempenho operacional nos contratos de permiss?o/concess?o em ?nibus urbanos tem a finalidade de estabelecer uma regula??o de desempenho, dotando o contrato de uma fei??o pr?-competitiva e permitir ao organismo gestor o acompanhamento sistem?tico e cont?nuo da performance dos delegat?rios de modo a evitar desvios maiores de desempenhos almejados. Prop?e-se aqui um modelo de avalia??o de desempenho de empresas de transporte urbano por ?nibus, e aplic?vel ao caso de Natal. Buscou-se agregar as particularidades encontradas no sistema de transportes, de forma a aferir o desempenho das empresas, contribuir com a melhoria na qualidade do servi?o prestado ? popula??o e permitir aos decisores um conhecimento detalhado do comportamento das concession?rias
2

An?lise da situa??o de trabalho do motorista em uma empresa de ?nibus urbano da idade de Natal (RN)

Silveira, Ladijane Sarmento da 29 September 2011 (has links)
Made available in DSpace on 2014-12-17T14:53:05Z (GMT). No. of bitstreams: 1 ladijaneSS_DISSERT.pdf: 662890 bytes, checksum: 746c0dcadac824624ca940b5d80873a1 (MD5) Previous issue date: 2011-09-29 / The problem dealt with in this study concerns the analysis of bus drivers' working situation. It stemmed from the need to identify the difficulties faced by these professionals in accomplishing the results expected by the company. A case study was carried out in a public transportation company in the city of Natal. Records and observations made in the workplace, alongside perfomance indicators, such as absenteeism tax, staff turnover and traffic accidents, revealed problems in their activity. It was made clear that, in the company being studied, absenteeism was related to health problems, particularly psychiatric and musculoskeletal disorders, and that although the indicators of traffic accidents and staff turnover have declined over the years, they are still elevated. The interviews involved 50 of the 124 drivers who worked directly in the service, and contained questions covering eleven factors related to the drivers' work. They indicated a gap between the prescribed work and the work actually done, in that there were a series of embarassing or stressful situations involving traffic, itinerary length, road conditions, vehicle maintenance, physical environment (bus terminus), job post and supervision policies. On the other hand, factors such as enjoying driving, the work itself and being with workmates positively influenced the drivers' working conditions. In the propositions of the administration and human resources subsystems, some alternatives were found in order to remodel this activity / O problema tratado neste estudo est? relacionado ? an?lise da situa??o de trabalho do motorista de ?nibus. Teve origem na necessidade de identificar as dificuldades do motorista em cumprir as tarefas para alcan?ar os resultados determinados pela empresa. Foi feito um estudo de caso em uma empresa de transporte coletivo urbano da cidade de Natal. Registros e observa??es feitas no ambiente de trabalho e indicadores de desempenho do servi?o como ?ndices de absente?smo, rotatividade de pessoal e acidentes de tr?nsito foram estimados e apontaram para problemas na atividade. Ficou caracterizado que o absente?smo na empresa pesquisada est? ligado a problemas de sa?de com predom?nio de doen?as psiqui?tricas e patologias m?sculo-esquel?ticas, que o n?mero de acidentes de tr?nsito e o ?ndice de rotatividade, embora venham caindo em rela??o aos anos anteriores, s?o elevados. As entrevistas realizadas com 50 dos 124 motoristas que trabalham diretamente na opera??o do servi?o contendo perguntas sobre 11 fatores relacionados ao trabalho do motorista mostraram que os fatores tr?nsito, o tempo de viagem, condi??es da via, a manuten??o do ve?culo, ambiente f?sico (terminal de linha), posto de trabalho e supervis?o exercida constituem-se em constrangimentos para a atividade do motorista diferenciando o trabalho prescrito do trabalho real. Por outro lado, fatores como gostar de dirigir, o trabalho em si e os colegas de trabalho influenciam positivamente na situa??o de trabalho do motorista. Nas proposi??es dos subsistemas de administra??o de recursos humanos foram encontradas alternativas para o redimensionamento desta atividade
3

An?lise da sensibilidade do biodiesel B5 em frotas de transporte coletivo com motoriza??o diesel

Oliveira Filho, Manoel Fernandes de 31 January 2011 (has links)
Made available in DSpace on 2014-12-17T14:58:06Z (GMT). No. of bitstreams: 1 ManoelFOF_DISSERTCP.pdf: 4342544 bytes, checksum: aea44959b05b87d14d463b3b07cde70c (MD5) Previous issue date: 2011-01-31 / The aim of this study was investigate the consolidation of the biodiesel fuel used in (a) engines of urban and intercity bus companies, (b) a stationary engine. It was necessary to investigate and analyze, technologically, if the biodiesel fuels were presenting troubleshooting relative to wear of parts lied to fuel and to evaluate the consumption fluctuations of this fuel. The urban and intercity bus companies, localized in Natal, Rio Grande do Norte state, Brazil, had 41 and 12 vehicles, respectively. It were analyzed datasheet of each one vehicle during three years, since 2008 until 2010 and were interviewed the management of the maintenance team of bus companies relative to aspects concerning the substitution of the diesel fuel by the B5 biodiesel. The second aim of this study was visually inspect the wear of the parts directly lied to combustion process. For this reason, it was investigated a stationary engine, manufactured by Branco BD5, 5 HP of power, fueled by (a) diesel, (b) biodiesel B5, (c) biodiesel B20 and (d) diesel or biodiesel, both contaminated by distilled water. In this engine, its power utilizing biodiesel B5 versus diesel was lower about 5.2% and, in the investigated case of B20 versus diesel, it was lower around 11.5% / Investigou-se a consolida??o do uso do biodiesel em (a) motores de duas frotas de ?nibus, uma urbana e uma intermunicipal e (b) um motor estacion?rio. Entende-se serem necess?rios estudos para se observar, do ponto de vista tecnol?gico, se o uso do biodiesel apresenta problemas quanto ao desgaste das pe?as diretamente envolvidas com o combust?vel e tamb?m observar as flutua??es, para mais ou para menos, do consumo espec?fico desse combust?vel. As frotas de ?nibus urbana e intermunicipal, sediadas em Natal RN - Brasil, possu?am 41 e 13 ve?culos, respectivamente. Foram analisadas as planilhas de cada ve?culo no per?odo de tr?s anos, de 2008 a 2010 e entrevistados os respons?veis pela manuten??o e condu??o da frota para observar os relatos dos mesmos quanto aos aspectos resultantes da substitui??o do ?leo diesel pelo B5. O segundo objetivo deste estudo foi inspecionar visualmente o desgaste das pe?as diretamente envolvidas no processo da combust?o. Para isso, utilizou-se um motor estacion?rio da marca Branco BD5, pot?ncia de 5 CV, abastecido por (a) diesel, (b) biodiesel B5, (c) biodiesel B20 e (d) diesel ou biodiesel contaminado com ?gua destilada. Nesse motor, sua pot?ncia utilizando B5 versus diesel demonstrou ser inferior em 5,2% e, no caso investigado de B20 versus diesel, inferior em 11,5%
4

Indicadores associados a acidentes de tr?nsito envolvendo motoristas de ?nibus da cidade de Natal

Oliveira, Andr?a Carla Ferreira de 18 September 2003 (has links)
Made available in DSpace on 2014-12-17T15:38:54Z (GMT). No. of bitstreams: 1 AndreaCFO.pdf: 316798 bytes, checksum: 81ae091ab46fcf01c0d21ffaf7e5c3c8 (MD5) Previous issue date: 2003-09-18 / Coordena??o de Aperfei?oamento de Pessoal de N?vel Superior / The purpose of this study was to investigate indicators of urban bus drivers involvement in transit accidents. We analyzed their involvement in accidents in relation to several indicators suggested by the literature, including the temporal dimension of those bus drivers, as expressed in Zimbardo's Time Perspective Inventory (ZTPI), for previous studies have shown that people more present time oriented revealed greater tendency to engage in risk driving. A questionnaire was applied to 457 bus drivers of the city of Natal, RN, Brazil, with questions about participants socio-demographic information, their professional performance and items on time perspective, presented in a five points Likert type scale. Among the indicators analyzed, the best predictors of traffic accidents were: worried about not being on schedule, family problems, and falling asleep; to work overtime, passengers complaints, work while on vacations and medical leaves. In regard to drivers' time perspective, the sub-scale of "combined present" showed a positive relationship with involvement in transit accidents, while the future scale a negative one, in both cases in accordance with the expect direction, even though the effects have not been statistically significant. The selected predictive variable indicate that traffic accidents are mainly associated to situational factors, that could be prevented through the betterment of work conditions of the bus drivers and other organizational and public policies, since transit accidents should be part of initiatives in the areas of health and safety / O prop?sito deste estudo foi investigar indicadores do envolvimento de motoristas de ?nibus urbano em acidentes de tr?nsito. Relacionamos esse envolvimento em acidentes com v?rios dos indicadores apontados pela literatura da ?rea, incluindo a dimens?o de tempo daqueles motoristas, tal como expressa no Invent?rio Zimbardo de Perspectiva Temporal (IZPT), pois estudos anteriores constataram que pessoas mais ligadas ao presente relatavam maior propens?o de risco ao dirigir. Um question?rio foi aplicado a 457 motoristas de ?nibus de Natal, contendo perguntas sobre atua??o profissional, caracter?sticas sociodemogr?ficas dos participantes e os itens de perspectiva temporal, respondidos em escala de cinco pontos, tipo Likert. Dentre os indicadores investigados, verificamos que os melhores preditores relativos aos acidentes de tr?nsito foram: preocupar-se com dirigir atrasado, com problemas familiares e com o pr?prio sono; fazer horas extras; reclama??es de passageiros, trabalhar durante as f?rias e "colocar" atestados m?dicos. J? em rela??o ? perspectiva temporal dos motoristas, a sub-escala de presente combinado mostrou uma rela??o positiva com o envolvimento em acidentes de tr?nsito, e a de futuro uma rela??o negativa, em ambos os casos conforme o sentido esperado, ainda que os efeitos n?o tenham sido estatisticamente significativos. As vari?veis preditoras selecionadas indicaram que os acidentes de tr?nsito est?o principalmente associados a fatores situacionais, os quais podem ser evitados atrav?s da melhoria das condi??es de trabalho dos motoristas profissionais e das pol?ticas organizacionais e p?blicas, considerando que os acidentes de tr?nsito devem fazer parte dessas iniciativas nas ?reas de sa?de e seguran?a p?blica
5

As fontes de desgaste f?sico e emocional e a S?ndrome de Burnout no setor de transporte coletivo urbano de Natal / The sources of physical and emotional wear and the syndrome of Burnout in the urban public transport system of Natal. Master s dissertation. Universidade Federal do Rio Grande do Norte

Gianasi, Luciana Bezerra de Souza 10 September 2004 (has links)
Made available in DSpace on 2014-12-17T15:38:58Z (GMT). No. of bitstreams: 1 LucianaBSG.pdf: 735818 bytes, checksum: e5a198167f649374015a843155763cc1 (MD5) Previous issue date: 2004-09-10 / Coordena??o de Aperfei?oamento de Pessoal de N?vel Superior / Recognizing the importance the workplace has on mental health of the individual, the objective of this study was to investigate the relationship between the burnout syndrome and the sources of physical and emotional wear which permeate the work conditions of the urban public transport system of the city of Natal. Although existent in international literature, research on burnout in the professional transport category and studies directed to this category are not a tradition in Brazil. The research was carried out using 412 drivers and money-changers of two transport companies of Natal. To collect the data, two questionnaires and a semi-structured interview were used. The first instrument, developed and validated during the research, investigated the sources of wear and the second, the syndrome of burnout. As its main results, two sources of empirical wear were identified as follows: (1) the Conflict of Values and the Lack of Justice at the Workplace, (2) Union and Reward. Besides these, it was observed that there is an incidence of the syndrome of burnout among the drivers and money-changers of urban transport by bus, not only in the caring occupations studied before in Natal and Brazil and that this incidence is related to the sources of wear which permeate the work conditions of these professionals / Reconhecendo-se a import?ncia que o local de trabalho tem para a sa?de mental do indiv?duo, o objetivo do presente estudo foi investigar a rela??o entre a s?ndrome de burnout e as fontes de desgaste f?sico e emocional que permeiam ?s condi??es de trabalho do setor de transporte coletivo urbano da cidade de Natal. Embora exista na literatura internacional pesquisa sobre burnout, na categoria profissional de transporte, n?o ? tradi??o, no Brasil, estudos direcionados para essa categoria. A pesquisa foi realizada com 412 motoristas e cobradores de duas empresas de tranporte de Natal. Para realiza??o da coleta de dados foram utilizados dois question?rios e uma entrevista semi-estruturada. O primeiro instrumento, constru?do e validado durante a pesquisa, investigou as fontes de desgaste e o segundo a s?ndrome de burnout. Como principais resultados, foram identificadas duas fontes de desgaste emp?ricas a saber: (1) o Conflito de Valores e a Falta de Justi?a no Trabalho, (2) Uni?o e Recompensa. Al?m disso, observou-se que h? incid?ncia da s?ndrome de burnout entre os motoristas e cobradores de transporte urbano via ?nibus, tanto quanto nas ocupa??es de cuidado estudadas anteriormente em Natal e no Brasil e ainda que essa incid?ncia est? relacionada ?s fontes de desgaste que permeiam as condi??es de trabalho desses profissionais
6

O Pr?mio Nacional de Qualidade e as pol?ticas e pr?ticas de recursos humanos :um estudo em empresas do setor de transporte p?blico por ?nibus da regi?o metropolitana de Natal/RN / The acceptance of politics by human resources in the service: the marries enterprises of urban transportation sector, by bus, in the metropolitan region of Natal

Ara?jo, Luis Ant?nio Soares de 19 May 2006 (has links)
Made available in DSpace on 2014-12-17T14:52:55Z (GMT). No. of bitstreams: 1 LuisASA.pdf: 433201 bytes, checksum: 39486b08dfd60f72411e5f46ffa6cda7 (MD5) Previous issue date: 2006-05-19 / This work has goal of analyzing the practices of Human Resources in the per missionary enterprises of urban transportation, by bus, in the metropolitan region of de Natal, based on the standard person of the National Program of Quality 2004 and points if they are able to take part as prize-winning in this standard. Also this work aims, through a theoretical evolution of people management and its current practices, the history of the National prize Quality and its main standards, the importance of the urban transportation, its characteristics and the system itself in the metropolitan region of Natal. The research was carried out in 11 enterprises that operated in the area, with several dimensions and forms of management. The research variations were based on the standard person of the 2004 NPQ that deals with the system of work, preparation and development and life quality. In the statistical treatment, discriminated and exploiting analyses were applied. The main obtained results through the research, we can verify an administrative centralization in managers and owners hands; that 45% of the enterprises don t have a Human Resources Department, however, on the other hand, they practice some human Resources politics, indicated by the variations; as to the items system of work, 55% of the enterprises are able; preparing and development, 43% / O presente trabalho tem como objetivo investigar as pol?ticas e pr?ticas de Recursos Humanos nas empresas permission?rias de transporte urbano por ?nibus da Regi?o Metropolitana da Grande Natal. O estudo foi realizado com base no crit?rio pessoa, do Pr?mio Nacional de Qualidade 2004, de modo a verificar se os participantes est?o aptos a concorrerem ? premia??o segundo os crit?rios estabelecidos. Este Trabalho busca, tamb?m, por meio de pesquisa te?rica, resgatar resumidamente os conceitos de pol?ticas de Recursos Humanos, em especial o modelo proposta por Chiavenato, e a hist?ria do Pr?mio Nacional de Qualidade e seus principais Crit?rios, apresentando, ainda, a import?ncia e as caracter?sticas do sistema de transporte urbano por ?nibus, em geral, e do sistema de transporte por ?nibus da Regi?o Metropolitana da Grande Natal. A pesquisa foi realizada em 11 empresas que atuam nessa ?rea, com diversos portes e formas de gerenciamento. As vari?veis da pesquisa s?o baseadas no crit?rio pessoas do PNQ 2004, relacionado ao Sistema de Trabalho, Capacita??o e Desenvolvimento e Qualidade de Vida. No tratamento estat?stico, foram utilizadas an?lises descritivas e explorat?rias. Atrav?s da pesquisa de campo foi poss?vel uma caracteriza??o das empresas pesquisadas (estrutura administrativa, quantidade de funcion?rios, rela??es trabalhistas, gerenciamento, tempo de perman?ncia no mercado, origem, ?reas que comp?em os Recursos Humanos e identifica??o das fun??es da empresas). Dessa investiga??o, obteve-se, com resultado: A identifica??o da estrutura e da forma de administra??o nessas empresas; O perfil dos dirigentes e as pol?ticas adotadas; A constata-se ainda que, nos itens Sistema de Trabalho e Qualidade de Vida, a maioria das empresas est? apta a participar do Pr?mio. Isso tamb?m foi revelado no item Capacita??o e Desenvolvimento
7

Modelo de gerenciamento de estoques de pe?as de reposi??o para empresas de transporte urbano de passageiros / A spare parts stock management model to companies of urban passenger transport by bus

Fernandes, Roberto Klecius Mendon?a 22 December 2010 (has links)
Made available in DSpace on 2014-12-17T14:52:58Z (GMT). No. of bitstreams: 1 RobertoKMF_DISSERT.pdf: 1712911 bytes, checksum: 4a2d9da3d58d19eb0b246c2f5c1cf027 (MD5) Previous issue date: 2010-12-22 / This work searches to offer a model to improve spare parts stock management for companies of urban passenger transport by bus, with the consequent progress in their maintenance management. Also known as MRO items (Maintenance, Repair and Operations), these spare parts, according their consumption and demand features, cost, criticity to operation, lead-time, quantity of suppliers, among other parameters, shouldn?t have managed their inventory like normal production items (work in process e final products), that because their features, are managed by more predictable models based, for example, in economic order quantity. In the case specifically of companies of urban passenger transport by bus, items MRO have significant importance in their assets and a bad management of these inventories can cause serious losses to company, leading it even bankrupticy business, in more severe situations which missing spare part provokes vehicles shutdown indefinitely. Given slight attention to the issue, which translates in little literature available about it when compared to that literature about normal items stocks, and due the fact that MRO items be critical to bus urban transport of passengers companies?, it is necessary, so, deepen in this theme searching to give technical and scientific subsidies to companies that work, in many times, empirically, with these so decisive inputs to their business. As a typical portfolio problem, in which there are n items, separated into critical and noncritical, while competing for the same resource, it was developed a new algorithm to aid in a better inventory management of spare parts used only in corrective maintenance (whose failures are unpredictable and random), by analyzing the cost-benefit ratio, which compares the level of service versus cost of each item. The model was tested in a company of urban passenger transport by bus from the city of Natal, who anonymously provided their real data to application in this work / O trabalho busca oferecer um modelo para melhor gest?o do estoque de pe?as de reposi??o para empresas de transporte urbano de passageiros, com a conseq?ente melhoria na gest?o das suas manuten??es. Tamb?m conhecidos como itens MRO (Manuten??o, Reparo e Opera??es), estas pe?as de reposi??o, em fun??o das suas caracter?sticas de consumo e demanda, custo, criticidade para a opera??o, tempo de ressuprimento, quantidade de fornecedores, entre outros par?metros, n?o devem ter seus estoques geridos como itens normais de produ??o (bens intermedi?rios e produtos acabados), que pelas suas caracter?sticas, s?o regidos por modelos mais previs?veis baseados, por exemplo, no lote econ?mico de compra. Em se tratando especificamente de empresa de transporte urbano de passageiros por ?nibus, os itens MRO t?m peso significativo nos seus ativos e a m? gest?o deste estoque pode causar s?rios preju?zos ? companhia, levando-a, em situa??es mais graves em que a pe?a faltante resulte em parada de ve?culos por tempo indeterminado, at? ? fal?ncia do neg?cio. Face ? discreta aten??o ao tema, o que se traduz na pouca literatura dispon?vel sobre o mesmo quando comparada ?quela relacionada aos estoques de itens de produ??o, e devido ao fato dos itens MRO serem cr?ticos para as empresas de transporte urbano de passageiros, faz-se necess?rio, pois, o aprofundamento no assunto buscando dar subs?dios t?cnico-cient?ficos ?s firmas que trabalham, muitas vezes de forma emp?rica, com estes insumos t?o decisivos para o seu neg?cio. Tendo-se um t?pico problema de portf?lio, no qual existem n itens, segregados em cr?ticos e n?o-cr?ticos, competindo simultaneamente pelo mesmo recurso, foi desenvolvido um novo algoritmo para auxiliar na melhor gest?o do estoque de pe?as de reposi??o utilizadas somente em manuten??es corretivas (cujas falhas s?o imprevis?veis e aleat?rias), atrav?s da an?lise da rela??o custo-benef?cio, onde comparam-se n?vel de servi?o versus custo de cada item. O modelo foi testado em uma empresa de transporte urbano de passageiros por ?nibus da cidade de Natal, que anonimamente, forneceu seus dados reais para aplica??o neste trabalho
8

Uma aplica??o de an?lise de decis?o com o m?todo AHP Processo de hierarquia anal?tica: um estudo sobre ado??o de Sistema eletr?nico de cobran?a no Transporte p?blico urbano / An application analysis of decision with method AHP (Analytical Hierarchy Process) - Process of analytical hierarchy: a study on adoption of electroni system of collection in the urban public transport

Sena, Lunardo Alves de 16 August 2007 (has links)
Made available in DSpace on 2014-12-17T14:53:24Z (GMT). No. of bitstreams: 1 LunardoAS.pdf: 501752 bytes, checksum: 4b92e4de82be9123f2141ed76a6436df (MD5) Previous issue date: 2007-08-16 / This thesis carries through an application of Analysis of Multicriterion Decision with use of the method of Analytical Hierarchy Process (AHP) in the problematic one of taking of decision of the adoption of electronic collecting in the system of urban transport in the country, a subject that has been controversial. A modeling of criteria and alternatives is carried through and applied a questionnaire based on method AHP the excellent actors in the system of urban transport - Leading of the Managing Agency Public Municipal theatre of Urban Transports, Controller of Company of Bus, Controller of Labor union, Controller of Union of Companies, Communitarian Leader. The considered alternatives were: the maintenance of the current state with collectors, the implementation of electronic collection without collectors, and the implementation of electronic collection with collectors. The used criteria were: job, impact in the fare, control of the system, easiness of use, information. The study was carried through in the city of Natal, RN, where if the adoption of electronic collection argues and where this implementation in some bus lines between Natal and Parnamirim exists, city that integrates the region of the great Natal. The main results of the method evidence in a dimension, the viability of use of method AHP with questionnaire by means of validation of the judgments with analysis of variance beyond proper the normal mechanisms of analysis of consistency to the method, and in another one, the contribution of the analysis boarding multicriterion to become the judgments more clearly. The main results of the analysis help to show that although to models of criteria and distinct judgments of the actors, the method evidenced that it has inclination the adoption of the electronic collection on the current situation, even so with divergences between the maintenance or not of the collector. The research points to the possibility of accomplishment of the application of the AHP in successive rounds of judgments / Esta Disserta??o de Mestrado realiza uma aplica??o de An?lise de Decis?o Multicrit?rio com uso do m?todo de Processo de Hierarquia Anal?tica (Analytical Hierarchy Process AHP) na problem?tica de tomada de decis?o da ado??o de bilhetagem eletr?nica no sistema de transporte urbano no pa?s, um assunto que tem sido controverso. ? realizada uma modelagem de crit?rios e alternativas e aplicado um question?rio baseado no m?todo AHP a atores relevantes no sistema de transporte urbano Dirigente do ?rg?o Gestor P?blico Municipal de Transportes Urbanos, Dirigente de Empresa de ?nibus, Dirigente de Sindicato de Trabalhadores, Dirigente de Sindicato de Empresas, L?der Comunit?rio. As alternativas consideradas foram: a manuten??o do estado atual com cobradores, a implementa??o de bilhetagem eletr?nica sem cobradores, e a implementa??o de bilhetagem eletr?nica com cobradores. Os crit?rios utilizados foram Emprego, Impacto na Tarifa, Controle do Sistema, Facilidade de Uso, Informa??o. O estudo foi realizado na cidade de Natal, RN, onde se discute a ado??o de bilhetagem eletr?nica e onde existe essa implementa??o em algumas linhas entre Natal e Parnamirim, cidade que integra a regi?o da Grande Natal. Os principais resultados do m?todo evidenciam em uma dimens?o a viabilidade de uso do m?todo AHP com question?rio mediante valida??o dos julgamentos com an?lise de vari?ncia al?m dos mecanismos normais de an?lise de consist?ncia pr?prios ao m?todo, e em outra a contribui??o da abordagem de an?lise multicrit?rio para tornar mais claro os julgamentos. Os principais resultados da an?lise ajudam a mostrar que apesar de modelos de crit?rios e julgamentos distintos dos atores, o m?todo evidenciou que h? domin?ncia final da ado??o da bilhetagem eletr?nica sobre o estado atual, embora com diverg?ncias entre a manuten??o ou n?o do cobrador. A pesquisa aponta para a possibilidade de realiza??o da aplica??o do AHP em rodadas de julgamentos sucessivas

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