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

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.

Classification JEL: R40; R42; R48

Paper type: Empirical Research