SATISFACTION ANALYSIS OF USERS OF VESSEL TRANSPORT SERVICES USING THE MODERN MANAUS WITH THE PORT SERVICE LEVEL

Organizations are challenged to meet the needs of customers who demand ever-higher service levels without compromising the business's economic and financial viability. The reason for this is that high levels of service also demand high costs, a trade-off that also applies to river passenger transportation, such as those practiced in the Amazon, with a strong impact on the local tourism industry. In this sense, this study aimed to analyze the satisfaction of boat users with the level of transportation service available to them. We used the survey method, whose data were collected from 408 users of passenger transport services provided by vessels that dock in the port of Manaus Moderna through questionnaires with closed questions and analyzed using descriptive statistics, especially the tests of Kruskal-Wallis and Mann-Whitney U, in order to detect associations of analytical categories with sociodemographic aspects of respondents. The results showed that a) users are very satisfied with the level of service offered to them, b) there is no association between satisfaction categories and users' marital status, gender and age, c) there are differences in 14 categories satisfaction with users' personal income. The conclusion shows that the high satisfaction of users with the level of service can be modified if they change their personal income, which reveals the economic, financial and operational fragility of this predominant mode of transport in the Amazon.