Assessment of Passenger’s Satisfaction with Public Transport Services: A Case of Dar es Salaam Bus Rapid Transit Services (DBRT) in Tanzania

Swalehe, Kamali S. (2019) Assessment of Passenger’s Satisfaction with Public Transport Services: A Case of Dar es Salaam Bus Rapid Transit Services (DBRT) in Tanzania. Masters thesis, The Open University of Tanzania.

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Abstract

This study focused on assessing passenger’s satisfaction in public transport services, a case of DBRT in Dar es Salaam, Tanzania. The study was guided by four objectives, which was to determine comfort of the passengers, to identify waiting time of the bus services, to evaluate the safety and security of passengers inside the bus and to identify number of passengers in the bus. In this study 166 respondents participated in data collection whereby 140 were passengers, 23 were DBRT staff, and 3 were SUMATRA staff. The study used questionnaires to collect data from respondents and analyzed using SPSS and Microsoft Excel to generate Table, charts and graphs showing percentages. Findings indicate that passengers are dissatisfied with the quality of services offered by DBRT. Also, it was noticed that passengers are not satisfied with waiting time in bus stop, fare charged, safety, speed and care. Moreover, passengers were not satisfied with the overcrowding and cleanness inside the bus. The study found that in order to improve passenger’s satisfaction more buses are needed to accommodate the demand and the frequency of the buses should be increased.

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