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Article
Publication date: 5 December 2019

Bencherif Houria and Boubakour Farès

The Algerian transport sector has undergone profound changes in recent decades with its privatization. Transport sector liberalization has achieved its primary objectives aimed at…

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Abstract

Purpose

The Algerian transport sector has undergone profound changes in recent decades with its privatization. Transport sector liberalization has achieved its primary objectives aimed at increasing public transport supply, but it has been accompanied by travel conditions deterioration because of public regulation insufficiency. For this, the Algerian State has put regulatory and institutional mechanisms to improve urban transport service quality. These mechanisms directly impose on operators and managers of transport means reception stations to meet the expectations of road users. The purpose of this study is to draw a portrait of the service quality of the Algerian urban transport. For this, a fieldwork was carried out in Batna city to know the degree of satisfaction of urban transport users toward the service offered.

Design/methodology/approach

In this work, the authors used questionnaires as a means of data collection. The study sample is composed of 102 users of the line. The questionnaire deals with personal data (age, sex, level of education, family and professional data), data on the nature of travel between the city of Batna and Tazoult (reasons for travel, travel time and the number of trips undertaken) and measure of user satisfaction on the Tazoult–Batna line according to the criteria of service offer, accessibility, information, duration, attention to the customer, comfort, security and environmental impact. In this work, participatory observation was also used to give a better understanding on how the urban network operates in the city. To this end, an observation grid with key questions has been prepared. It is concentrated on three axes: the actual organization of private operators providing urban bus transport, the state of buses, stations and stopping points and the practice of control by the services concerned. For this, trips were made on all urban lines during the study period. Discussions were conducted with some private operators to find out their positions and their roles in the operation of urban bus transport.

Findings

The results of this work show that satisfaction levels were average for transport supply, accessibility, duration, attention paid to customer, comfort and safety; however, they were low concerning information and environmental impact. The present work has made it possible to highlight the impacts of urban transport disorganization on the offered service. In addition, taking into account the expectations of users in terms of service quality should have positive impacts for the users themselves, for private and public operators and for urban transport managers.

Originality/value

This work presents a state of knowledge on the service quality in an urban environment and delivers information on the situation in Algeria without pretending to be exhaustive. However, the contribution of this study is not limited to the evaluation of the various criteria themselves, which are found in whole or in part in many studies devoted to this kind of evaluations. The real contribution of this work lies in highlighting the impacts of urban transport disorganization on the offered services quality. This disorganization is essentially characterized by a weakness or absence of an institutional framework and the multiplication of actors at different levels of intervention, which creates overlapping responsibilities or organizational gaps.

Details

International Journal of Quality and Service Sciences, vol. 11 no. 4
Type: Research Article
ISSN: 1756-669X

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Article
Publication date: 31 August 2012

Houria Bencherif, Farès Boubakour and Sabry Mehieddine Kassouri

This paper aims to present a picture of the training and assessment of drivers in Algeria, to identify the key weaknesses that characterize it, and to propose improvements.

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Abstract

Purpose

This paper aims to present a picture of the training and assessment of drivers in Algeria, to identify the key weaknesses that characterize it, and to propose improvements.

Design/methodology/approach

The methodology adopted was to question driving instructors, driving examiners and drivers themselves on the operation of driving schools, training programmes and the teaching methods used. The research was conducted from January 2008 to December 2009. The sample consists of 960 individuals, distributed as follows: 240 driving schools, 672 drivers and 48 examiners. The work then involved direct observation of training and assessment to ascertain the actual conditions under which these operate.

Findings

Results shows the adverse conditions in which training takes place on one hand and field practices in contrast with the principles of safety and quality on the other. Quality training requires an improvement of those conditions and practices.

Originality/value

This study is a first qualitative approach to specific driver training in Algeria. The results should produce a statement on the situation and provide recommendations to improve training and evaluation.

Details

Industrial and Commercial Training, vol. 44 no. 6
Type: Research Article
ISSN: 0019-7858

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