Abstract: This study examines the level of public satisfaction with the BRT service in Tanzania, with a case study focusing on Dar es salaam city. Recognizing that high quality of service is vital for enabling public satisfaction, the research specifically assessed the level of reliability with BRT services in Dar es salaam, determined the level of assurance provided by the BRT Service in Dar es salaam and assessed the level of empathy shown by the BRT Service in Dar es salaam. A quantitative research design was employed, targeting BRT users as key stakeholders, given their critical role as consumers. Data were collected using structured questionnaires from 384 BRT users, with analysis conducted through descriptive statistics using SPSS software. Descriptive results highlighted mixed perceptions about service quality. The study’s findings were interpreted using SERVQUAL model, which emphasizes on the gap theory, which posits that customer satisfaction arises when there is no significant gap between Customer expectations of a service and Customer perceptions of the actual service delivered. The low mean scores in the study, clearly show that passengers perceive the BRT system in Dar es Salaam as unreliable, particularly in terms of punctuality and frequency, underscores the need for sustained investment in Bus rapid transit to ensure public satisfaction. findings show that the BRT service in Dar es salaam is not meeting passenger expectations on the Assurance dimension of service quality. Specifically in Safety concerns, especially regarding accidents. Based on the findings, the study recommends Timetable enforcement, Staff training, Awareness campaigns, Customer service training and install or enhance feedback platforms (digital or in-person) for users to report staff behavior reward excellent service and correct poor conduct. Finally, further research is required, particularly in specific route, further more In-depth qualitative research.
Keywords: Level of reliability with BRT services, Level of assurance provided by the BRT Service, Level of empathy shown by the BRT Service, Level of public satisfaction with the BRT service.
Title: PUBLIC SATISFACTION LEVEL WITH BUS RAPID TRANSIT SERVICE: A CASE OF DAR ES SALAAM, TANZANIA
Author: Gift Bardo Nyangulu, Dr. Prosper Nyaki
International Journal of Management and Commerce Innovations
ISSN 2348-7585 (Online)
Vol. 13, Issue 2, October 2025 - March 2026
Page No: 148-152
Research Publish Journals
Website: www.researchpublish.com
Published Date: 18-November-2025
