Quality Service Provision after Recovering from COVID-19 Pandemic among Passengers Using Bus Transport in Tanzania

Abstract

The research examines the impact of Standard
Operating Procedures (SOPs), passenger
satisfaction, and bus company expectations on
the provision of quality services. The study used
the SERVQUAL theory, which highlighted the
gap between customer expectations and
perceptions of actual service delivered. Crosssectional design with a quantitative approach
was employed, utilizing structured
questionnaires for 300 bus passengers and semistructured interviews with 20 bus operators.
Regression analysis was applied to assess the
relationship between the independent variables
and the quality of service provision. Findings
revealed a strong relationship between SOPs,
passenger satisfaction, and bus company
expectations with service quality, explaining
54.3% of the variance in service quality. The
study indicates that these factors significantly
influence the satisfaction of passengers and the
adherence to post-pandemic operational
standards. The results provide insights for bus
companies to improve service delivery by
addressing SOPs, enhancing customer
experiences, and aligning operational
expectations with passenger needs. These
findings offer practical recommendations for the
transport sector to enhance service standards
and foster recovery in the post-COVID-19 era.