Analysis of Efficiency and Quality of Urban Public Transport in Banja Luka with a Proposal for System Improvement

Abstract

This paper analyzes the condition and performance of the urban public transport system in Banja Luka, with a particular focus on service quality, reliability, capacity, and user satisfaction. The research is based on an empirical analysis of data collected through a survey of 500 public transport users, which identified key issues in system functioning, including vehicle overcrowding, partial user dissatisfaction, and the need for network improvement. Based on defined research hypotheses, the study examines the relationship between transport system organization and user satisfaction, as well as the impact of service availability and capacity on mode choice. Based on the obtained results, a system improvement model is proposed through the introduction of a new line connecting key residential and industrial zones of the city. The proposed solution contributes to increased efficiency, reduction of traffic congestion, and promotion of public transport as a sustainable mode of urban mobility. The paper contributes to a better understanding of the challenges of urban public transport in medium-sized cities and provides a basis for further improvement of transport policies aimed at sustainable urban development.