Assessment of Customer Satisfaction in Public Transport Services in Zanzibar

Abstract

The aim of this study was to assess customer satisfaction with the public bus (Daladala) services provided by Public Bus Operators in Zanzibar. To achieve this, a research was conducted on public transport bus (Daladala) users in town area in Zanzibar. In 3 sample areas selected for this study, 40 public bus transport bus (Daladala) users were selected to assess their overall satisfaction and factors that influence in the use of public bus transport services in Zanzibar using questionnaire. Data were analyzed using statistical package SPSS. The results of these analyses show that comfort, bus stop condition, waiting time and Safety trips were ascertained to have higher influence in customers/passengers satisfaction in public transport bus (Daladala) services provided in Zanzibar.However travelling time, transport cost, special buses and cleanliness were other factors influencedcustomer’s satisfaction on public transport bus (Daladala).

 

Keywords: Customer satisfaction, Services, Public transport bus (Daladala).