Proposal of a framework analysis of the urban bus transport service quality in Moroccan context

The aim of this paper is to propose a framework analysis of urban bus transport service quality in Moroccan context. This framework is based on the principle of combining the user and the service managers, delegating authority and transport operator, vision and consists of three modules. Namely: Definition, evaluation and management of service quality. This paper will be carried out as follows: first, we will discuss the context of bus transport services in Morocco's cities. Next, we will present a review on studies that analyze service quality by combining the user and operator approach within a single framework analysis. Finally, we will present in details the elements that constitute the suggested framework.