مجلة دراسات في الاقتصاد وإدارة الأعمال
Volume 8, Numéro 1, Pages 572-591
2025-06-01

Secure Customer Index (sci) For Loyalty: Comparing Public And Private Urban Transport Operators In Batna City



Authors : Belakhdar Chakeur .

Abstract

This study evaluates customer loyalty in Batna City’s urban transport sector using the Secure Customer Index (SCI), comparing public and private transport operators. Through a survey of 450 respondents, the study assesses customer satisfaction, continued usage intentions, and recommendation likelihood. Results reveal significant disparities, with public operators achieving higher satisfaction (43.32%) and secure customer rates (34.78%) compared to private operators (4.38% and 1.12%, respectively). Younger users (26–35 years) and males exhibited higher loyalty, while females and postgraduate respondents reported lower satisfaction. The findings highlight critical service gaps, particularly for private operators, and underscore the need for targeted improvements in reliability, comfort, and safety. This study contributes to the understanding of customer loyalty dynamics in urban transport and provides actionable insights for policymakers and operators to enhance service quality and foster sustainable growth in Batna City’s transport system.

Keywords

Customer Loyalty ; Secure Customer Index ; Urban Transport ; Batna City

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