Abstract
Passenger Satisfaction is one of the central considerations in ascertaining mass transit systems' quality, operational efficiencies, as well as responsiveness. It enables transit agencies, policy analysts, as well as planners of cities, to clearly identify gaps in service and systematically embark on improvement efforts. This study analyzes customer satisfaction with intercity bus terminal services at Magufuli Intercity Bus Terminal in Dar es Salaam, Tanzania. The terminal, a modern transport hub, was designed to address previous inefficiencies in urban mobility. However, despite infrastructural improvements, user satisfaction remains achallenge. The study used a cross- sectional design, drawing data from 50 respondents through questionnaires, interviews,and observation. Results show moderate satisfaction levels with ticketing services, particularly physical counters and staff professionalism. However, dissatisfaction was notable regarding queue management and digital ticketing options. Safety and security services were generally viewed positively, although gaps existed in surveillance, lighting, and emergency systems. Waiting lounge amenities raised concerns over toilet cleanliness, limited charging points, and poor ventilation. The study concludes that infrastructural quality alone does not guarantee customer satisfaction; operational efficiency,technological access, and user-centered services are equally essential. Recommendations include improving sanitation, promoting digital ticketing, enhancing emergency preparedness, and investing in customer feedback systems.
Keywords
References
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