Study of User Satisfaction with the Bus Transport Service: The Case of FSJES Students in Ait Melloul

Étude de la satisfaction des usagers du service de transport par bus: cas des étudiants de la FSJES d'Ait Melloul

Mustapha Maadour, Nawal Zbir and Kamal Chakir ()
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Mustapha Maadour: Université Ibn Zohr = Ibn Zohr University [Agadir]
Nawal Zbir: Université Ibn Zohr = Ibn Zohr University [Agadir]
Kamal Chakir: Université Ibn Zohr = Ibn Zohr University [Agadir]

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Abstract: In the context of rapid urbanization, public transport becomes essential for economic and social development, especially in large urban areas. However, in Morocco, the public transport system remains insufficient to meet the needs of users, particularly in Greater Agadir, where irregular schedules and vehicle overcrowding pose major issues. This study examines the impact of aligning public transport services (schedules, frequency, comfort, and peak hour management) on the satisfaction of students at FSJES Aït Melloul.The study adopts a mixed-methods approach, combining exploratory interviews with institutional actors and a questionnaire administered to 200 students. Data analysis is based on Structural Equation Modeling (PLS-SEM). The results show that peak hour management, schedule adjustment, and perceived comfort have a significant impact on user satisfaction. In contrast, bus frequency does not have a direct effect on satisfaction but acts indirectly through the perception of optimized schedules.This research highlights the importance of aligning transport policies with the actual needs of users, particularly students. It provides practical recommendations for improving the quality of transport services, considering the sustainability of the system and territorial equity.The study thus contributes to a better understanding of user expectations and the challenges that public authorities must face to make public transport more efficient and accessible to all.

Keywords: Optimized schedules; Frequency; Comfort; Fréquence; Confort; Horaires optimisés; Satisfaction des usagers; Transport public (search for similar items in EconPapers)
Date: 2025-09-04
New Economics Papers: this item is included in nep-ara
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Published in International Journal of Accounting, Finance, Auditing, Management and Economics, 2025, 6 (9), pp.252-267. ⟨10.5281/zenodo.17055334⟩

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Persistent link: https://EconPapers.repec.org/RePEc:hal:journl:hal-05240633

DOI: 10.5281/zenodo.17055334

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