Public bus systems are vital to achieving sustainable urban mobility in developing countries; yet, the quality of bus stops, a critical interface between users and transit services, remains widely overlooked. This study evaluates bus stop quality in Sulaymaniyah, Iraq, from bus users’ perspectives by integrating importance–performance analysis (IPA) and the customer satisfaction index (CSI) with level of conformity analysis (CR) using extensive, real-world survey data. The objective was to identify priority areas to help improve the quality of public bus stop provision in the city and ensure the most efficient allocation of resources by focusing on the quality attributes that matter most to bus users. The results highlight six critical service quality attributes that require immediate improvement due to their high importance to users and low service quality performance: (i) safety barriers to prevent traffic accidents while waiting at bus stops; (ii) accessibility of bus stops for elderly and disabled users; (iii) availability of signage and timetables/maps; (iv) overall bus stop quality; (v) narrow bus stop platforms; and (vi) waiting time at bus stops. Addressing these gaps is essential to enhance user satisfaction and ensure that users have a safer, more inclusive, and reliable PT experience. This study offers evidence-based recommendations to enhance bus stop design and service quality, thus contributing to improved user satisfaction and increased ridership. More broadly, the results can be applied to other rapidly urbanizing developing cities seeking to provide equitable, safe, and user-centered bus transit systems.
Karzan Ismael (2026) studied this question.