Assessment of Passengers’ Satisfaction of Public Transport System in Akure-Owo Axis, Nigeria
Keywords:
Assessment, Passengers’ Satisfaction, Service Quality, Public Transport System.
Abstract
This study assesses passengers’ satisfaction of public transport system in Akure-Owo axis, Nigeria. It was necessitated by the poor nature of transport system which has created impediments to the smooth movement of people, goods and services in some of urban centres in Nigeria. Meanwhile, the importance of public transport in cities of many developing countries lies in the fundamental fact that accessibility and mobility are essential for economic growth and also for effective and efficient movement of goods and services. Twelve bus services were identified. The study was conducted using questionnaires and field observation to collect the required data at the terminals (i.e. Akure and Owo Park). One hundred and twelve (112) questionnaires were administered to the passengers across the two terminals. Descriptive tool such as weighted mean and standard deviation were employed. Also, Gap analysis was used to achieve descriptive statistics. Findings revealed that passengers were not satisfied with the competence of drivers, condition of vehicle, overloading and over-speeding, attitude of drivers, driver’s compliance with road safety rules and order, and the cost charge per trip. Based on the dissatisfactions, recommendations were suggested.
References
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Beirão, G., and J.A. Sarsfield Cabral. (2007). Understanding attitudes towards public transport and private car: A qualitative study. Transport Policy 14: 478-489
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Cronin, J. J.; Taylor S. A. (1992). Measuring service quality: a reexamination and extension, Journal of Marketing, 56 (1992): 55-68
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Edvardsson, B (1998). Causes of customer dissatisfaction – Studies of public transport by the critical-incident method. Managing Service Quality, 8(3):189–197.
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Fadare, S. O., and Adeniran, A. O. (2018). Comparative analysis of public operated airport terminal and concessioned airport terminal in Lagos, Nigeria. Discovery, 54(272), 304-318.
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Githui, J. N., Nakamura, F. and Okamura, T (n.d). The Structure of Users’ Satisfaction on Urban Public Transport Service in Developing Country: the Case of Nairobi
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Iles, R. (2005). Public Transport in Developing Countries, Elsevier, Amsterdam.
Ismail, I., Haron, H., Ibrahim, D. N., Mohd Isa, S. (2006). Service quality, client satisfaction and loyalty towards audit firms: Perceptions of Malaysian public listed companies. Managerial Auditing Journal, 21: 738-756.
Jenny, K. E. L. (2013). Passengers’ valuation of quality in public transport with focus on comfort. A study of local and regional buses in the city of Gothenburg. Published Master of Department of Civil and Environmental Engineering Chalmers University of Technology Göteborg, Sweden
Johnson, M. D., Anderson, E. W., and Fornell, C. (1995). Rational and adaptive performance expectation in a customer satisfaction framework, Journal of Consumer Research, 21: 695-707.
Kwakye, E. A., Fouracre, P. R., and Ofusu-Dorte, D. (1997). Developing strategies to meet transport needs of the urban poor in Ghana. World Transport Policy and Practice, 3(1): 8–14.
Lai, W. T., and Chen, C. F. (2010). Behavioral intentions of public transit passenger – the role of service quality, perceived value, satisfaction and involvement, Transport Policy, doi:10.1016/j.tranpol.2010.09.003
Lorita, M. (2011). The role of Bus Rapid Transit in improving public transport levels of service, particularly for the urban poor users of public transport. A case of Cape Town, South Africa. Published Master Thesis submitted to the University of Cape Town South Africa.
Margareta, F. and Markus, F. (2009). Service supply and customer satisfaction in public transportation: the quality paradox. Journal of Public Transportation, 12(4): 57-69
Nathanail, E. (2007). Measuring the quality of service for passengers on the Hellenic Railway. Transportation Research Part A 42 (2008): 48-66.
Nwachukwu, A. A. (2005). An assessment of the quality of inter-urban bus services in the city of Enugu, Enugu State, Nigeria. Theoretical and Empirical Researches in Urban Management, 6(15):74-91.
Nwachukwu, A. A. (2014). Assessment of passenger satisfaction with intra-city public bus transport services in Abuja, Nigeria. Journal of Public Transportation, 17( 1): 99-119
Nwaogbe, O. R., Ukaegbu, S. I, Ibe, C. C. (2013). The quality of mass transit service in Abuja, Nigeria: An analysis of customers opinions. International Journal of Scientific & Technology Research, 2(12): 1-12
Obot, J. U, Etim, E. E and Atser, J. (2009). Intra-urban traffic and parking demand in Uyo urban area .Global Journal of Social Sciences, 8(2):61-68.
Okoko E.E. (2006). Urban Transportation Planning and Modeling. Millennium Publishers Akure, Ondo State, Nigeria.
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Swanson, J., Ampt, L., and Jones, P. (1997). Measuring bus passenger preferences. Traffic Engineering and Control 38: 330–336.
Swanson, S. R., Kelly, S. W. (2001). Service recovery attributions and word-of-mouth intentions, European Journal of Marketing, 35 (2001): 194-211
Texas Transport Institute (2009). Components of the Congestion Problem. Urban Area Totals. Retrieved on July 15, 2018.from www texas transport institute .com
Thomas, K. O., Dickson, O. M., Suleman, D., Ricky, Y. N. (2014). Service quality and customer satisfaction of public Transport on Cape Coast-Accra Route, Ghana .Developing Country Studies, 4 (18): 142-149.
Traffic Engineering and Control 38 (2001): 330–336.
Tyrinopoulos, Y., and C. Antoniou. (2008). Public transit user satisfaction: Variability and policy implications. Transport Policy 15 (2008): 260-272.
Wen, C. H.; Lawrence, W. L.; Cheng, H. L. (2005). Structural equation modeling to determine passenger loyalty toward intercity bus services, Journal of the transportation research board, No.1927: 249-255.
Wright, L. (2004). Bus Rapid Transit – Sustainable Transport: A Source Book for Policy-Makers in Developing Cities, Module 3b, Eschborn, Germany.
Yedla S (2008).Urban Transportation Infrastructure, Integrating Strategies for Local and Global Issues (The First Asia-Pacific Mayors’ Forum on Environmentally Sustainable Urban Infrastructure Development), Ulsan City, Republic of Korea: Indira Gandhi Institute of Development Research (IGIDR), Mumbai, India, 21-23 April 2008.
Zegras, G., and Christopher, M. (1999). Experiences and issues in urban transport infrastructure concessions, Hanoi, Vietnam: World Bank-Reference, No 8.
Adeniran, A. O. (2018). Assessment of Passengers’ Satisfaction and Service Quality in Nigeria’s Airport: A Study of the Murtala Muhammed International Airport, Lagos, Nigeria. Master Thesis Submitted to the Department of Transport Management Technology, Federal University of Technology, Akure, Nigeria.
Adeyemo, I.A. and Omosuyi, G.O. (2012) Geophysical investigation of road pavement instability along part of Akure-Owo express way, Southwestern Nigeria. American Journal of Scientific and Industrial Research, 3(4):191-197.
Aidoo E. N., Agyemang W., Monkah J. E., and Afukaar F. K. (2013). Passenger’s satisfaction with public bus transport services in Ghana: A case study of Kumasi–Accra route. Theoretical and Empirical Researches in Urban Management, 8(2): 33- 44.
Ali, A. N. (2010). An assessment of the quality of intra-urban bus services in the city of Enugu, Enugu state, Nigeria. Theoretical and Empirical Researches in Urban Management, 6(15): 74-91.
Amsori, M. D., Mohd, A.L, Amiruddin, I., and Rizaatio, O. K. R. (2013). Consumers satisfaction of public transport monorail user in Kuala Lumpur. Journal of Engineering Science and Technology, 8(3): 272-283.
Andaleeb, S.S. Haq, M and Ahmed, R.I. (2007) Reforming Innercity Bus Transportation in a Developing Country: A Passenger-Driven Model. Journal of Public Transportation, 10(1):1–25
Auclaire, C. (2000) Measures of travel time in Cities. Urban Age, 6(4):26-27.
Aworemi.J, Abdul-Azeez.I, Oyedokun.A and Adewoye (2009). A study of the Causes, Effect and Ameliorative Measures of Road Traffic Congestion in Lagos Metropolis. European Journal of Social-Science 11 (1):119-128
Badejo, B.A (2008) Unveiling and launching of Bus Rapid Transit. An address by the Honourable Commissioner for Transportation of Lagos State, Lagos, 17th March, 2008.
Behrens, R., Diaz Olvera, L., Plat, D. and Pochet, P. (2004).Meta-analysis of travel of the poor in West and Southern African cities, in 10th World Conference on Transport Research, July 4–8, Istanbul.
Beirão, G., and J.A. Sarsfield Cabral. (2007). Understanding attitudes towards public transport and private car: A qualitative study. Transport Policy 14: 478-489
Clemes, M. D.; Gan, C.; Kao, T. H.; Choong, M. (2008). An empirical analysis of customer satisfaction in international air travel, Innovative Marketing, 4(2008): 50-62.
Cox, P. (2010). Moving People, Sustainable Transport Development. Cape Town: UCT Press Crime and Justice: A Review of Research 27. Chicago: University of Chicago
Crime and Justice: A Review of Research 27. Chicago: University of Chicago Press.
Cronin, J. J.; Taylor S. A. (1992). Measuring service quality: a reexamination and extension, Journal of Marketing, 56 (1992): 55-68
Cullinane, S. (2002). The Relationship between Car Ownership and Public Transport Provision: A Case Study of Hong Kong. Transport Policy 9 (2002): 29-39.
Deng, T. and Nelson, J.D. (2010). The Impact of Bus Rapid Transit on Land Development: A Case Study of Beijing, China. World Academy of Science, Engineering and Technology 66 (2010): 1196-1206.
Disney,J (1998). Competing through quality in transport services. Managing Service Quality, 8(2):112–118.
Eboli, L., and G. Mazzulla. (2007). Service quality attributes affecting customer satisfaction for bus transit. Journal of Public Transportation, 10, 21-34.
Edvardsson, B (1998). Causes of customer dissatisfaction – Studies of public transport by the critical-incident method. Managing Service Quality, 8(3):189–197.
Eke, E. E., Oyinloye, M. A., and Olamiju, I. O. (2017). Analysis of the urban expansion for the Akure, Ondo state, Nigeria. International Letters of Social and Humanistic Sciences, 75, 41-55.
Fadare, S. O., and Adeniran, A. O. (2018). Comparative analysis of public operated airport terminal and concessioned airport terminal in Lagos, Nigeria. Discovery, 54(272), 304-318.
Federal Republic of Nigeria, Road Sector Development Team (2010). Federal Roads Development Project: Environmental/Social Screening and Scoping Report Final Report: Benin-Akure-Ilesa Road .
Fellesson, M., and Friman, M. (2008). Perceived satisfaction with public transport services in nine European cities. The Journal of Transportation Research Forum. 47:93-103, Transit Issue Special.
Fornell, C. (1992). A national customer satisfaction barometer: the Swedish experience, Journal of Marketing, 5: 1-21
Fujii, S., and Kitamura, R (2003). What does a one-month free bus ticket do to habitual drivers? An experimental analysis of habit and attitude change. Transportation 30: 81-95.
Gannon, C. and Liu, Z. (1997).Poverty and Transport, September Discussion Paper, World Bank, Washington, DC.
Githui, J. N., Nakamura, F. and Okamura, T (n.d). The Structure of Users’ Satisfaction on Urban Public Transport Service in Developing Country: the Case of Nairobi
Hook W. (1995). Urban congestion, the Motorization crisis in the World. London Sterling Publisher.
Hoyle, B. S., and Smith, J. l. (1992). Transport and Development, in Hoyle B. S. and Knowles, R. D. (eds)Modern Transport Geography. Belhaven Press, London and New York, pp. 11-30. Ibadan.
Iles, R. (2005). Public Transport in Developing Countries, Elsevier, Amsterdam.
Ismail, I., Haron, H., Ibrahim, D. N., Mohd Isa, S. (2006). Service quality, client satisfaction and loyalty towards audit firms: Perceptions of Malaysian public listed companies. Managerial Auditing Journal, 21: 738-756.
Jenny, K. E. L. (2013). Passengers’ valuation of quality in public transport with focus on comfort. A study of local and regional buses in the city of Gothenburg. Published Master of Department of Civil and Environmental Engineering Chalmers University of Technology Göteborg, Sweden
Johnson, M. D., Anderson, E. W., and Fornell, C. (1995). Rational and adaptive performance expectation in a customer satisfaction framework, Journal of Consumer Research, 21: 695-707.
Kwakye, E. A., Fouracre, P. R., and Ofusu-Dorte, D. (1997). Developing strategies to meet transport needs of the urban poor in Ghana. World Transport Policy and Practice, 3(1): 8–14.
Lai, W. T., and Chen, C. F. (2010). Behavioral intentions of public transit passenger – the role of service quality, perceived value, satisfaction and involvement, Transport Policy, doi:10.1016/j.tranpol.2010.09.003
Lorita, M. (2011). The role of Bus Rapid Transit in improving public transport levels of service, particularly for the urban poor users of public transport. A case of Cape Town, South Africa. Published Master Thesis submitted to the University of Cape Town South Africa.
Margareta, F. and Markus, F. (2009). Service supply and customer satisfaction in public transportation: the quality paradox. Journal of Public Transportation, 12(4): 57-69
Nathanail, E. (2007). Measuring the quality of service for passengers on the Hellenic Railway. Transportation Research Part A 42 (2008): 48-66.
Nwachukwu, A. A. (2005). An assessment of the quality of inter-urban bus services in the city of Enugu, Enugu State, Nigeria. Theoretical and Empirical Researches in Urban Management, 6(15):74-91.
Nwachukwu, A. A. (2014). Assessment of passenger satisfaction with intra-city public bus transport services in Abuja, Nigeria. Journal of Public Transportation, 17( 1): 99-119
Nwaogbe, O. R., Ukaegbu, S. I, Ibe, C. C. (2013). The quality of mass transit service in Abuja, Nigeria: An analysis of customers opinions. International Journal of Scientific & Technology Research, 2(12): 1-12
Obot, J. U, Etim, E. E and Atser, J. (2009). Intra-urban traffic and parking demand in Uyo urban area .Global Journal of Social Sciences, 8(2):61-68.
Okoko E.E. (2006). Urban Transportation Planning and Modeling. Millennium Publishers Akure, Ondo State, Nigeria.
Onokala, P. C. (2001). Urbanization and Urban Transportation Problems in Nigeria, in E. O. Ezeani and N. N. Elekwa (eds) Issues in Urbanization and Urban Administration in Nigeria Jamoe Enterprises (Nigeria) Publishers Enugu
Onokerhoraye (2007). Urbanization and Environment in Nigeria: Implication for sustainable Development published by the Benin Social Science Series for Africa University of Benin, Nigeria.
Oyesiku, O. (2002). From Womb to Tomb. 24th Inaugural Lecture at Olabisi Onabanjo University.
Palmer, C., Astrop, A., and Maunder, D. A. C. (1997). Constraints, Attitudes and Travel Behaviour of Low-income Households in Two Developing Countries. Transport Research Laboratory (TRL) 263, UK. Press.
Pratibha D., (2010). Urban Transport Planning and Management. New Delhi, Indian SBS Publisher and Distributors Pvt Limited.
Ranaweera, C., Prabhu, J. (2003). On the relative importance of customer satisfaction and trust as determinants of customer retention and positive word of mouth, Journal of Targeting, Measurement and Analysis for Marketing, 12: 82-90
Randheer. K., Al-Motawa, A. A., and Vijay. J. P. (2011). Measuring commuters’ perception on service quality using SERVQUAL in public transportation. International Journal of Marketing Studies 3(1), 21-34.
Rohana, K., Ismah, O., and Che, A. C. (2012). Customer expectations and its relationship towards public transport in Klang Valley. Journal of Asian Behavioural Studies 2(5): 29-38
Sik, S. I., Gede M. Y. B. and Medi, Y. (2012). The empirical study of public transport passengers’ behavioral intentions: The roles of service quality, perceived sacrifice, perceived value, and satisfaction (case study: para-transit passengers in Jakarta, Indonesia). International Journal for Traffic and Transport Engineering, 2(1): 83 – 97
Smith, M. J., and Clarke, R. V. (2000). Crime and Public Transport. In: Tonry, M. ed.
Sohail, M. (2005). Sustaining Livelihoods by Improving Urban Public Transport, WEDC, Loughborough University, Loughborough
Swanson, J., Ampt, L., and Jones, P. (1997). Measuring bus passenger preferences. Traffic Engineering and Control 38: 330–336.
Swanson, S. R., Kelly, S. W. (2001). Service recovery attributions and word-of-mouth intentions, European Journal of Marketing, 35 (2001): 194-211
Texas Transport Institute (2009). Components of the Congestion Problem. Urban Area Totals. Retrieved on July 15, 2018.from www texas transport institute .com
Thomas, K. O., Dickson, O. M., Suleman, D., Ricky, Y. N. (2014). Service quality and customer satisfaction of public Transport on Cape Coast-Accra Route, Ghana .Developing Country Studies, 4 (18): 142-149.
Traffic Engineering and Control 38 (2001): 330–336.
Tyrinopoulos, Y., and C. Antoniou. (2008). Public transit user satisfaction: Variability and policy implications. Transport Policy 15 (2008): 260-272.
Wen, C. H.; Lawrence, W. L.; Cheng, H. L. (2005). Structural equation modeling to determine passenger loyalty toward intercity bus services, Journal of the transportation research board, No.1927: 249-255.
Wright, L. (2004). Bus Rapid Transit – Sustainable Transport: A Source Book for Policy-Makers in Developing Cities, Module 3b, Eschborn, Germany.
Yedla S (2008).Urban Transportation Infrastructure, Integrating Strategies for Local and Global Issues (The First Asia-Pacific Mayors’ Forum on Environmentally Sustainable Urban Infrastructure Development), Ulsan City, Republic of Korea: Indira Gandhi Institute of Development Research (IGIDR), Mumbai, India, 21-23 April 2008.
Zegras, G., and Christopher, M. (1999). Experiences and issues in urban transport infrastructure concessions, Hanoi, Vietnam: World Bank-Reference, No 8.
Published
2018-10-14
How to Cite
Samuel Oluwaseyi, O., & Adetayo Olaniyi, A. (2018). Assessment of Passengers’ Satisfaction of Public Transport System in Akure-Owo Axis, Nigeria. American International Journal of Multidisciplinary Scientific Research, 4(1), 1-16. https://doi.org/10.46281/aijmsr.v4i1.142
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Section
Research Paper/Theoretical Paper/Review Paper/Short Communication Paper
Copyright (c) 2018 Olorunfemi, Samuel Oluwaseyi., Adeniran, Adetayo Olaniyi
This work is licensed under a Creative Commons Attribution 4.0 International License.
