Factors Constraining Quality Service Provision in the BRT Project in Dar es Salaam, Tanzania

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.