Tanzania

Résumé

This study assessed the inclusivity of the Dar es Salaam Bus Rapid Transit (DART) system by examining how its physical conditions support passengers with disabilities. The objective was to evaluate key infrastructural elements – ramps, wheelchair-friendly stations, and accessible seating – and analyse staff preparedness and passenger experience using the Theory of Planned Behaviour and Service Quality Theory. A mixed approach and descriptive cross-sectional research design was used, employing stratified random sampling of 178 Dar es Salaam Rapid Transit (DART) staff and purposive sampling for five zonal station leaders and snowball sampling for selecting 100 passengers with disabilities. Data were collected through structured questionnaires and analysed using SPSS (Version 26). Quantitative findings were presented through descriptive statistics, while narrations presented the qualitative findings that were analysed through content analysis. The findings reveal that while some inclusive infrastructure such as ramps and reserved seating exists, functionality is compromised by poor design, maintenance gaps, signage deficiencies, and lack of enforcement. Additionally, training among frontline staff is inconsistent and inadequate, further impeding service delivery. The study concludes that Dar es Salaam Rapid Transit (DART) had to deliver transport that is equitable and inclusive for people with disabilities. The recommendations were made on the provision of regular staff training, improvements in accessibility features, and stronger enforcement of inclusive policies.