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September 21, 2025Social Science and Humanities JournalOpen Access

Customer Satisfaction with Intercity Bus Terminal Services: A Case Study of Magufuli Intercity Bus Terminal, Dar es Salaam

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Authors

JDJane DaffaInstitute of Finance ManagementBMBenjamin MbebaDar es Salaam Institute of Technology

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Overview

Cross-sectional analysis of user satisfaction with Magufuli Intercity Bus Terminal services reveals gaps in operational efficiency and customer care.

Key Points

  • Moderate customer satisfaction was reported for ticketing services, while dissatisfaction was evident in queue management and digital ticketing options.
  • Customer experiences with safety and security services received positive feedback, though improvements are needed in surveillance and emergency systems.
  • Concerns were raised regarding waiting lounge amenities, including toilet cleanliness and limited seating options, impacting overall satisfaction.
  • The study highlights the importance of operational efficiency and user-centered services alongside infrastructural improvements to enhance customer satisfaction.

Cite This Study

Daffa et al. (2025) studied this question.

synapsesocial.com/papers/68d46ac231b076d99fa68278https://doi.org/10.18535/sshj.v9i09.1960
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