Quality of chartered transport service: The case of an oil and gas company

The increasing demand for efficient transportation systems has led companies to consider chartered transport services as a sustainable solution to urban mobility challenges, including traffic congestion, greenhouse gas (GHG) emissions, and employee satisfaction. Despite its benefits, this service is underexplored in Brazil, especially in sectors such as oil and gas, which impact the entire transportation services industry. Most studies on transport quality focus solely on user perceptions, neglecting other stakeholders, such as drivers, the operations team, and the contracting company. This study assesses the quality of chartered transportation services in a Brazilian company, using an adapted SERVQUAL model and data from multiple stakeholders (n = 561). The research employed a case study approach through structured questionnaires. The investigation used gap analysis (GAP) and quadrant analysis to assess perceptions and expectations regarding various service attributes. Critical gaps for targeted improvements were identified, such as seat comfort, noise levels, travel time, and restroom cleanliness. Vehicle identification, on the other hand, was consistently rated positively. Quadrant analysis revealed that most attributes were considered strengths, although communication channels and itinerary flexibility require prioritization. The study emphasizes the importance of addressing specific gaps for each stakeholder to improve service performance. Regular evaluations and tailored strategies are recommended to ensure continuous improvement. This research contributes to the underexplored field of chartered transport service quality, offering a model applicable to other sectors.