For a better management of bus service quality in the city of Constantine

Abstract

Our study desires to address the criticized issue by bus users in Constantine and suggest improvement in terms of service quality, attractiveness, and competition. We adopt an innovative approach that considers the characteristics of the buses and customer satisfaction for continuous improvement by associating the evaluation of the current situation through an in situ survey using well-chosen performance indicators concerning the culture of the Constantinian citizen with measuring satisfaction criteria using the KANO model. The indicators chosen are representative and measurable and allow precise mapping of the situation, the main of our research. The main result highlights the importance of rolling stock as one of the most important segments of the urban transport system, which justifies the amount of criticism it received. In the end, this study's results can help achieve several societal objectives, including safety, comfort, and efficiency of transport, for a better quality of urban life.