“Effects of Service Quality on Customer Satisfaction in Public Transport in Tanzania: A Case of Dar es Salaam Bus Rapid Transit (Brt)

This study was conducted to assess effects of service quality on customer satisfaction in public transport. The specific objectives were to examine effects of tangibility on customer satisfaction at BRT, to examine effects of reliability on customer satisfaction at BRT, to examine effects of responsiveness on customer satisfaction at BRT, to examine effects of assurance on customer satisfaction at BRT and to examine effects of empathy on customer satisfaction at BRT. The study used case study design whereas simple random sampling technique was used to select 100 respondents. Primary data and secondary were used while data were analyzed using correlation and multiple regression analysis. The study findings indicate that, five predicting variables four of them which are reliability, assurance, responsiveness and empathy are positive and insignificant statistically on customer satisfaction as the dependent variable whereas p>0.05. Despite that, tangibility in the same manner is being found positive and significant statistically on customer satisfaction whereas p