TITLE:
Factors Constraining Quality Service Provision in the BRT Project in Dar es Salaam, Tanzania
AUTHORS:
Emmanuel January Munishi, Kirumirah Mubarack Hamidu, Frank Shayo
KEYWORDS:
Urbanpublic Transport, Customer Service, BRT, Dar es Salaam
JOURNAL NAME:
Open Journal of Social Sciences,
Vol.9 No.11,
November
29,
2021
ABSTRACT: This study examined factors constraining quality of service provided by
DART by focusing on the customer satisfaction criteria of SERVIQUAL model
notably tangibility, responsiveness, reliability, assurance and empathy. A
mixed approach method was used, where by data collection was undertaken using
interviews, focus group discussion, and analysis of relevant documents as well
as indirect observations techniques. Findings show that constraints to
tangibility were related to inadequacy in the number of BRT buses, ineffective
ticketing procedures, communication infrastructures and BRT infrastructure
coupled with interference of BRT routes. Related to responsiveness, over loading of passengers, poor
communication strategy and skills and lack of customer care were cited. With
regard to reliability, long waiting time, seasonal floods and negative
customer behaviours were revealed. While pickpocketing, fear of contracting
diseases and lack of customer care and communication skills were related to
assurance, absence of first aid services, lack of customer care and
communications skills were constraints to empathy. These findings provide
insights to the policy makers in public transport systems as well as the
transportation sector as a whole for the purpose of improving improve the DART
services.