Abstract: Understanding which aspects can have the greatest influence on the performance, comfort and safety of a public transport system can be of great help in improving its operation and promoting more sustainable mobility. To find out more about these aspects, a survey was carried out among more than 180 drivers of urban bus transport systems in seven medium-sized cities in Spain. The drivers' perspective has been insufficiently taken into account in previous research, despite the fact that these workers have a high and direct knowledge of the operation and problems directly affecting the service. The data collected through this survey have been analysed using descriptive statistics and an Ordered Probit model. The results have allowed us to detect specific aspects to improve the performance and comfort of users and drivers such as the correct location and length of bus stops and enforcing regulation to ensure that buses have priority in traffic and that illegal parking does not interfere with their operations. In addition, bus lanes were seen as important by drivers to improve the comfort and safety of the service. Other factors related to safety were generally highly rated and there was little dispersion in the responses about their importance, although aspects such as proper visibility, avoiding illegal parking, and campaigns to encourage bus users to be aware of their surroundings stood out in the answers. Finally, the payment system was highlighted as very relevant to ensure the performance and comfort of users and drivers during the operation at bus stops. Improving this system was identified as the measure that could have the greatest impact on the performance of the service as a whole.

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