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Evaluating users’ satisfaction in public transit service: a case of Addis Ababa city, Ethiopia

Girma Mulugeta, Woldetensae Berhanu

Zeszyty Naukowe. Transport / Politechnika Śląska

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2022

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z. 114

15--30

EN

Rapid urbanization has resulted in a slew of issues, including urban transportation, in most emerging countries' cities. Public transportation provides transportation for the community and plays an important role in the daily lives of the city's citizens, particularly the urban poor, by reducing travel costs and providing job opportunities. Thus, evaluating public bus service performance from the perspective of users is critical for identifying service operators' strengths and deficiencies. Consequently, the primary goal of this research is to determine the level of consumer satisfaction with public bus service in the city and identify the most important factors that influence satisfaction. Hence, a survey was carried out between December and January 2020. Stratified sampling approaches were used to obtain data from 500 travelers. Factor analysis and customer satisfaction index were used to analyze the data collected. Lastly, the findings show that users were quietly satisfied (0.54) with the quality of the bus services supplied in the city. Moreover, travelers were better satisfied with attributes that related to availability (0.64) and less satisfied with attributes under timeliness (0.50) and security (0.48). Therefore, service operators and other concerned stakeholders should give urgent attention to attributes under timeliness and security to enhance users’ satisfaction in the provision of bus service in the city.

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Passengers’ perceptions on security and safety in public transportation in Ethiopia: a case study of Addis Ababa

Girma Mulugeta, Woldetensae Berhanu

Zeszyty Naukowe. Transport / Politechnika Śląska

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2021

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z. 113

61--73

EN

Due to its low fares, public bus transportation as a means of urban road mobility is a popular choice, particularly among city inhabitants. However, owing to its high level of crowdedness, it poses a greater risk of security and safety, particularly during peak hours. Moreover, passengers have continued to voice their dissatisfaction about the services offered, as well as the criminality that occurs in the station and on the bus. The problem is exacerbated in developing countries due to increased travel demand and a lack of appropriate and integrated solutions. Consequently, the purpose of this study is to evaluate commuters' perceptions of their concerns about using public bus transportation in the city, with an emphasis on security and safety in bus operations. A questionnaire survey was used to obtain data from 500 users in the city for the study. Using the SPSS software, the data was analyzed. To find out what they think, a descriptive analysis was used. Overcrowding of buses, personal insecurity, and infrequent bus service are the three biggest concerns in using public bus transportation in the city, according to the results. Furthermore, most of the respondents were concerned about crime; specifically, pickpockets, inappropriate touching, and disrespectful language of drivers and conductors are the three top types of crime that concern passengers who use public bus transportation in the city. Additionally, most people felt more insecure while riding the bus and getting on/off the bus, particularly in the evening and between 9:00 and 12:00 p.m. local time. Thus, it is advised that the Addis Ababa City Transport Authority, the Public Bus Transport Enterprise, and other interested parties place a strong emphasis on security and safety when providing public transportation in the city. Furthermore, it is critical to perform regular victim surveys of passengers (as well as operators) to establish whether they have been criminally victimized on the bus system and by what type of crime. Equally important, regularly assess the likely usefulness of new crime prevention measures for reducing bus-related offenses and prepare an annual bus crime reduction strategy.

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Detailed analysis of public bus vehicle ride on urban roads

Novotný V., Kočárková D., Havlena O., Jacura M.

Transport Problems

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2016

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T. 11, z. 4

43--55

EN

Public transport priority is still a big issue in many cities. Priority measures for street public transport are the key tool to increasing the attractiveness and reliability of public transport systems. This paper contributes to this problem by introducing a detailed analysis of street public transport vehicle ride on urban roads. The ride will be divided into segments with a definition of the potential reason for possible delays. This view is the first step for a future objective decision-making tool for assessing the quality of operation of public transport on a defined urban road section.

FR

La préférence dans le domaine du transport public est encore un grand sujet dans beaucoup de villes. Les mesures de préférence qui concernent le transport public urbain représentent l´instrument primordial pour réussir à avoir un système du transport public plus attractif et plus sûr. Cet écrit contribue à trouver la solution du problème en présentant une analyse détaillée de la circulation/ du trajet les véhicules du transport public en voies urbaines. Le trajet des bus sera décomposé en éléments avec la définition des raisons potentielles qui peuvent causer un retard du bus. Ce point de vue est le premier pas pour établir un instrument décisif à prendre à fin d´augmenter la qualité de la circulation du transport public.