This study analyzes the effectiveness of the Internet of Things (IoT) applied to
the public transport service in the city of Manaus, Amazonas, identifying the
usability factors that most contribute to the perception of improvement in the user
experience. The analysis focused on users of the “Cadê Meu Ônibus?” app
through a quantitative and descriptive survey, with data collected via
questionnaire to capture aspects of usability, effectiveness and demographic
characteristics of the sample. The analytical process included a description of the
respondents' profile, correlation between usability and effectiveness variables,
and non-parametric tests to assess differences between profiles. The results
show that users consider the application to be easy to use and a means of
reducing uncertainties when organizing their trips, but point to reliability as a
critical aspect. The data from the correlation analysis showed that the perception
of a reduction in the uncertainties associated with public transport, provided by
IoT technology, and the ability to plan journeys are the main factors that
contribute to improving the experience of users of the “Cadê Meu Ônibus?” app.
Reliability and ease of use showed the least influence in the analysis, as they are
fundamental characteristics and already expected by individuals looking for
technologies similar to the one analyzed.
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