SERVBIKE: Riding customer satisfaction of bicycle sharing service

The increase in population concentration in large cities is a trend in the world, which brings several problems. In the context of urban mobility, bicycle sharing systems deserve special mention due to the impact and growth worldwide. The dissemination and success of these systems are also linked to aspects related to quality in their provision. Thus, this paper aims to conduct a study in the context of bicycle sharing to help managers to stimulate the use of this service and contribute to the development of sustainable cities. The SERVPERF tool was adapted and used to assess the quality of bicycle sharing service, in addition to identify which aspects impact on users' satisfaction. This approach is innovative since there is a gap in the literature about customer satisfaction analyzes and aspects related to the quality of bicycle sharing service. In this way, this study can contribute to the dissemination of this service and to the solution of urban mobility problems by identifying the aspects considered as most important for the customers and thus improving these aspects. Therefore, the bicycle sharing system may have the increasingly use and will help to reduce urban mobility problems.