تقييم وتحسين جودة خدمة النقل الحضري بالحافلات في قسنطينة

Abstract EN

The research paper aims to shed light on the urban transport service by bus, which is the main driver of life in the city, by identifying the reasons that led to its poor quality, as it does not meet the required quality standards.

that is why we relied on continuous improvement tools and the five dimensions of quality assessment.

the study sample amounted to 421 individuals distributed over the urban surroundings of Constantine.

the results revealed that the public bus transportation service is relatively better than the one provided by the private ones, and that there are other factors that made it the subject of customer discontent and discontent, most notably traffic jams and accidents