Perceptions of MENA public transport customers on service quality

Great resonance among UITP Global Public Transport Summit visitors for the research findings of MENA CTE

Great resonance among UITP Global Public Transport Summit visitors for the research findings of MENA CTE

Montréal, 15 May 2017 – During the first poster session of UITP Global Summit’s history, the MENA Centre for Transport Excellence (MENA CTE) presented the findings of its User-Oriented Public Transport research project, currently on-going in cooperation with local universities. Aline Delatte, Senior Research Manager at CTE, talked about the perceptions of female and male users and non-users on current public transport services in five MENA cities: Algiers (Ecole Polytechnique d’Architecture et d’Urbanisme), Amman (Jordan University), Beirut (Holy Spirit University of Kaslik), Casablanca (Institut National d’Amenagement et d’Urbanisme), Muscat (Sohar University)


Data on mobility habits and perceptions on the services were collected among more than 1000 public transport users, private car drivers and taxi drivers. The questionnaire covered the “must” dimensions of service provision to reach customers satisfaction – Safety, Security and Ease to Use - and the “beyond” dimensions which make customers happy - Comfort and positive Experience.

One of the key findings included the need of safer pedestrian infrastructure to and from the stations and safety awareness campaigns to target non-users as well: Indeed, in Casablanca, women who are not using public transport have a rather negative perception of safety on way to and from the stations, while women who are commuting regularly by tram in Casablanca have a rather positive perception. Another finding highlights the necessity of implementing and enforcing rules among users to learn how to travel collectively: all respondents in the five cities are annoyed by other passengers’ behavior. Other findings are summarized on the poster.

The next step of the UOPT project is to understand how public transport services can be more attractive for female users in the MENA region. Early results suggest women need privacy and more secure services, as well as safer pedestrian paths and crossing to and from the stations.  Focus groups with women will be conducted in cooperation with local universities in the coming months to get a deeper understanding on women expectations. MENA CTE will generate recommendations for public transport providers in order to attract new and retain current customers, including women.

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