Quality of Services Provided By Dar es Salaam Rapid Bus Transit (Dart) and Implications on Customer Satisfaction in Tanzania.

Abstract

The introduction of BRT in Tanzania and Dar es Salam in particular was widely expected to alleviate the challenges facing public transport. This paper intended to investigate the quality of services provided by Dar es Salaam Rapid Bus Transit (DART) and implications on the customer satisfaction in Tanzania. Specifically, the paper ascertained the level of customer satisfaction based on the quality of services provided by Dar es Salaam Rapid Bus Transit (DART) in Tanzania. The paper utilized the Service Quality Scale (SERVQUAL Scale) based on the mixed approach research design. Data were analysed through SPSS software for quantitative data collected using questionnaires, interviews, focus group discussion and observation while qualitative data were analysed manually based on the formation of codes that triggered emerging themes and categories. Accordingly, findings indicated that elements mostly contributing to good quality of service were not at its place as evidenced by long waiting hours, overcrowding, expensive fare costs and unpleasant ticketing process. However, bus drivers’ behaviour as service deliverers seemed to be appreciated by most of BRT service users. 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 in Tanzania.