Hanan Adil Khudhair - Department of Highway and Transportation Engineering/Al-Mustansiryah University, Baghdad, Iraq.

At the moment in Baghdad City, the majority of people prefer to use private more than public transport. This fact causes several problems like traffic congestion, air pollution, fuel consumption and therefore seriousconsequences on the environment. The target of this work is to understand and classify the attributes, their influence on passenger satisfaction, opinions of users of public transit in order to give suggestions for better type ofservices. To get to this aim a questionnaire for a sampled community groups (students and academic staff) was conducted on University of Al- Mustansiryah and University of Baghdad, where both are located nearly in aCBD area. Then, a statistical data analysis was carried out. In addition, a Customer Satisfaction Index (CSI) was determined to provide an operationally appealing measure of current service effectiveness, the benefitof this direction of research is to make good sense to understand the relationships between the attributes, gives knowledge of the weights that individuals place on each one. These weights represent the relativeimportance of an attribute in the overall determination of the customer satisfaction index.

Public transport, customer satisfaction Index, Traffic congestion, air pollution