أبحاث إقتصادية معاصرة
Volume 8, Numéro 1, Pages 427-440
2025-04-30

Supplementary Services As A Differentiation Strategy In Urban Public Transportation: A Comparative Analysis Of Public And Private Transport Operators In Batna City



Authors : Belakhdar Chakeur .

Abstract

This study investigates supplementary services in urban public transportation, focusing on public and private operators in Batna City. It aims to assess the current state of supplementary services offered by both sectors, evaluate their effectiveness in enhancing customer satisfaction and loyalty, and identify potential improvements to foster competitiveness. A mixed-methods approach, including surveys and comparative analysis, is employed to gather insights into the service offerings, customer perceptions, and areas for enhancement. The findings reveal that public operators generally provide a broader range of supplementary services, which significantly contribute to customer satisfaction, while private operators lag behind in these areas. Despite this, both sectors share challenges in information provision, security, and payment systems. The study offers actionable recommendations for policymakers and transport operators, emphasizing the need for strategic improvements to ensure competitive advantage and improve service quality.

Keywords

Supplementary services ; differentiation strategy ; urban transportation ; public and private operators

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