<![CDATA[Purpose : To analyze how users construct meanings of their experiences and to identify key issues in service delivery as a basis for improving transport policy and practice Design/methodology/approach : A qualitative empirical phenomenological approach using in-depth interviews, non-participant observation, and document analysis; data were analyzed through phenomenological reduction, thematic clustering, and interpretation of experiential essence Findings : The service is perceived as affordable, comfortable, and safe; however, quality is affected by schedule inconsistency, limited routes, and inadequate bus stop facilities, resulting in a gap between policy design and operational reality Practical Implication : User experience serves as a reflective evaluation instrument, encouraging a human-centered policy evaluation approach to improve service quality, responsiveness, and public trust. Originality/value : Offers a phenomenological perspective on peri-urban mass transit by emphasizing user experience as a foundation for transport policy development Paper type : Research paper]]>
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