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With the growth of the population and the expansion of the territory of large cities, certain difficulties arise in meeting the needs of passengers for transportation. This article studied the satisfaction of users with the city's public transport system, especially the bus transport. Thus, a survey was conducted among passengers in Baku to assess their satisfaction with public transport. The survey covered all districts of Baku in general. The study was conducted in October 2021. The questions were aimed at identifying the weight, reasons for preferring the different types of public transport, the level of satisfaction of the population with these types, assessing the quality of services and the lack of urban bus transport. The level of satisfaction of survey participants with the work of public transport by gender and age groups was determined. Subsequently, this study showed that most of the population movements are carried out by bus transport. The analysis revealed factors that reduce the quality of service on bus routes. In addition, it examined the reasons why the population chose the bus transport, the shortcomings of the bus transport, the effectiveness of dedicated bus lanes, and attitudes toward the use of alternative public transport. Summarily, this study was successful in identifying the shortcomings of public transport in the city, improving passenger service to increase passenger satisfaction toward attracting more people to public transport.