Abstract:
The main problems of BRT service users are delays and overcrowding at stations and in buses
during peak hours. This situation causes low region productivity, accidents, insecurity, poor students’
academic performance and increased health risks. The objective of the study was to analyze the
satisfaction of passengers with BRT service reliability. Case study design with mixed approach
for data collection and analysis was adopted. A total of 138 respondents represented the relevant
study population. The study revealed that more than 70% of the respondents showed dissatisfaction
on schedule adherence caused by inadequate bus supply, ineffective ticketing systems, ineffective
bus scheduling, bus breakdowns and accident, poor passenger information, weather conditions,
drivers’ behavior and traffic interactions. It is recommended that the service provider (BRT) should
supply sufficient buses, build staff capacity and implement Intelligent Transport Systems (ITS) for
management of its service
