The effect of system automation on revenue collection in Tanzania's mass rapid transit systems

Abstract

This study investigates the impact of automated revenue collection systems on the operational efficiency of the Dar Rapid Transit (DART) project. Recognizing the increasing reliance on technology in public transport, this research addresses a gap in understanding how automation influences revenue collection and user satisfaction within mass rapid transit systems. The primary objective was to evaluate the contributions of automated systems in terms of cost reduction, revenue accuracy, and internal customer satisfaction. Utilizing a cross-sectional design and a quantitative approach, data were collected through structured questionnaires from a purposive sample of 121 respondents, yielding 114 valid responses. Findings indicated that while the automated ticketing system enhanced efficiency and reduced operational costs, users experienced occasional discrepancies in revenue tracking and some technical challenges. Furthermore, the study revealed a generally positive perception of internal customer satisfaction with the automated systems, though areas for improvement in usability and training were identified. In conclusion, while automated systems significantly contribute to enhancing revenue collection efficiency, ongoing support and training are essential for maximizing their potential. The study recommends that governments and policymakers invest in infrastructure and training programs to bolster the effectiveness of automated revenue systems. Additionally, continuous user feedback mechanisms should be established to ensure system enhancements are aligned with user needs, ultimately leading to improved service delivery and satisfaction within the DART project.