Factors Constraining Quality Service Provision in the BRT Project in Dar es Salaam, Tanzania

This study examined factors constraining quality of service provided by DART focusing on the customer satisfaction criteria SERVIQUAL model notably tangibility, responsiveness, reliability, assurance and empathy. A mixed approach method was used, where data collection undertaken using interviews, focus group discussion, analysis relevant documents as well indirect observations techniques. Findings show that constraints to tangibility were related inadequacy in number BRT buses, ineffective ticketing procedures, communication infrastructures infrastructure coupled with interference routes. Related over loading passengers, poor strategy skills lack care cited. With regard long waiting time, seasonal floods negative behaviours revealed. While pickpocketing, fear contracting diseases assurance, absence first aid services, communications These findings provide insights policy makers public transport systems transportation sector a whole for purpose improving improve services.