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ANALYSIS OF PASSENGERS’ SATISFACTION AND SERVICE QUALITY OF PUBLIC TRANSPORT
Categories
Table of contents
CHAPTER ONE: INTRODUCTION 1
1.0 Background to the Study 1
1.1 Statement of the Problem 3
1.3 Aim and Objective of the Study 5
1.4 Research Questions 5
1.5 Significance of the Study 6
1.6 Methodology of the Study 6
1.6.1 Sources of Data 7
1.6.2 Sample Size 7
1.6.3 Sample Frame 7
1.6.4 Sampling Procedure 7
1.6.5 Research Design 8
1.6.6 Method of Data Analysis 8
1.7 Study Area 8
1.8 Scope and Limitation of the Study 10
CHAPTER TWO: CONCEPTUAL/THEORETICAL FRAMEWORK AND
LITERATURE REVIEW 11
2.1 Conceptual/Theoretical Framework 11
2.1.1 Service Quality and Passengers Satisfaction with Public Transport 12
2.2 Literature Review 16
CHAPTER THREE: DATA PRESENTATION AND ANALYSIS 22
3.0 Introduction 22
3.1 Socio-economic characteristics of public transport passengers in Ijebu-
north local government area. 23
3.1.1 Gender Distribution of Respondents 23
3.1.2 Age (Year) Distribution of Respondents 24
3.1.3 Marital Distribution of Respondents 25
3.1.4 Religion Distribution of Respondents 26
3.1.5 Educational Qualification Distribution of Respondents 27
3.1.6 Occupational Distribution of Respondents 28
3.1.7 Engagement in other income earning activities 29
3.1.8 Monthly Earning of Respondents 30
3.2 Level of Passengers Satisfaction with Public Transport 31
3.2.1 Waiting time for bus service 31
3.2.2 Cleanliness of bus interiors 32
3.2.3 Availability of Shelter and Benches at bus stop 33
3.2.4 Adequacy of Seat in Bus 34
3.2.5 Appropriateness of seats for passengers 35
3.2.6 Analysis on Drivers Safety Driving 36
3.2.7 Politeness of Drivers and Conductors 37
3.2.8 Passengers Safety while travelling in public transport 38
3.2.9 Analysis on passengers drop at their destination 39
3.3 Means of Public Transportation in Ijebu-North Local Government Area 40
3.3.1 Most preferred mode of transportation 40
3.3.2 Often times the respondents make use of the transportation means above 40
3.4 Passengers perception of public transport in Ijebu-north local government area 41
3.4.1 Passengers satisfaction with the transport service 42
3.4.2 Level of satisfaction with transport service provided 43
3.4.3 Happiness with public transport compared to private cars 44
3.4.4 Satisfaction with fares 45
3.4.5 Comparism of private sector and public sector transport 46
3.4.6 Adequacy of Leg Space in the bus/cars 47
3.4.7 Conditions of facilities inside the bus 48
CHAPTER FOUR: SUMMARY, CONCLUSION AND RECOMMENDATIONS 49
4.1 Summary 49
4.2 Recommendations 50
4.3 Conclusion 51
References 53
Questionnaire 56
LIST OF TABLES
Table Title Pages
3.1.1 Gender Distribution of Respondents 23
3.1.2 Age (Year) Distribution of Respondents 24
3.1.3 Marital Distribution of Respondents 25
3.1.4 Religion Distribution of Respondents 26
3.1.5 Educational Qualification Distribution of Respondents 27
3.1.6 Occupational Distribution of Respondents 28
3.1.7 Engagement in other income earning activities 29
3.1.8 Monthly Earning of Respondents 30
3.2.1 Waiting time for bus service 31
3.2.2 Cleanliness of bus interiors 32
3.2.3 Availability of Shelter and Benches at bus stop 33
3.2.4 Adequacy of Seat in Bus 34
3.2.5 Appropriateness of seats for passengers 35
3.2.6 Analysis on Drivers Safety Driving 36
3.2.7 Politeness of Drivers and Conductors 37
3.2.8 Passengers Safety while travelling in public transport 38
3.2.9 Analysis on passengers drop at their destination 39
3.3.1 Most preferred mode of transportation 40
3.3.2 Often times the respondents make use of the transportation means above 40
3.4.1 Passengers satisfaction with the transport service 42
3.4.2 Level of satisfaction with transport service provided 43
3.4.3 Happiness with public transport compared to private cars 44
3.4.4 Satisfaction with fares 45
3.4.5 Comparism of private sector and public sector transport 46
3.4.6 Adequacy of Leg Space in the bus/cars 47
3.4.7 Conditions of facilities inside the bus 48
LIST OF FIGURES
Figure Title Pages
1 Map of Ijebu-north local government area 9
2 Map of Ogun State showing Ijebu-north local government area 10
3.1.1 Gender Distribution of Respondents 23
3.1.2 Age (Year) Distribution of Respondents 24
3.1.3 Marital Distribution of Respondents 25
3.1.4 Religion Distribution of Respondents 26
3.1.5 Educational Qualification Distribution of Respondents 27
3.1.6 Occupational Distribution of Respondents 28
3.1.7 Engagement in other income earning activities 29
3.1.8 Monthly Earning of Respondents 30
3.2.1 Waiting time for bus service 31
3.2.2 Cleanliness of bus interiors 32
3.2.3 Availability of Shelter and Benches at bus stop 33
3.2.4 Adequacy of Seat in Bus 34
3.2.5 Appropriateness of seats for passengers 35
3.2.6 Analysis on Drivers Safety Driving 36
3.2.7 Politeness of Drivers and Conductors 37
3.2.8 Passengers Safety while travelling in public transport 38
3.2.9 Analysis on passengers drop at their destination 39
3.3.1 Most preferred mode of transportation 40
3.3.2 Often times the respondents make use of the transportation means above 40
3.4.1 Passengers satisfaction with the transport service 42
3.4.2 Level of satisfaction with transport service provided 43
3.4.3 Happiness with public transport compared to private cars 44
3.4.4 Satisfaction with fares 45
3.4.5 Comparism of private sector and public sector transport 46
3.4.6 Adequacy of Leg Space in the bus/cars 47
3.4.7 Conditions of facilities inside the bus 48
Abstract
This study analyse passengers satisfaction and service quality of public transport in Ijebu-north. The focus of the study was to access the socio-economic characteristics of public transport passengers; examine the level of passenger’s satisfaction, and examine the various means of transportation.
Descriptive survey research design was adopted for the study, using both primary and secondary data. The primary data entails personal observation and administration of questionnaire while the secondary data were information sourced from agencies relevant textbooks, journals, articles, conference papers, library and the internet. The sample size comprised of one hundred and fifty (150) passengers selected from four garages in Ijebu-north local government area using purposive and accidental sampling techniques. Descriptive and inferential statistical techniques were used to summarise the data collected.
The results established that 55.6% of the respondents affirmed that waiting time for bus service is acceptable to them, 67.5% believe that cleanliness of bus interiors are not sufficient, 52% affirmed that there is proper shelter and benches at bus stop. The respondents (58.5%) are satisfied with the driving of the drivers but 71.5% affirmed that the drivers and conductors are not consistently polite. despite their inconsistent politeness, majority of the respondents with 57% indicated that they feel secure while travelling in public transport. The passengers (56.5%) indicated that they do not drop at their destination when travelling with public transport. 46% of the respondents preferred bus as their means of transportation, this is followed by 41% that preferred care while 10% preferred motorcycle. 54% often when travel using bus while 25% of them often time use bus as their means of transportation. 58.5% of the passengers are satisfied with the transportation services, 64% of the respondents are not satisfied with the level of transport service provided. Larger percentage (53%) of the respondents are not happy with public transport compared to private cars, 70% are not satisfied with transport fares. It was revealed from the analysis that 54.5% of the respondents are more satisfied with public sector transport than private sector transport. 67% affirmed that there are not enough leg space in the bus/cars but the facilities inside the buses are in good condition.
Generally, majority of the passengers are satisfied with the services provided by the bus transport operators. The findings indicates that passengers rating for overall service quality of public transport is good but are not satisfied with transport fares. The study therefore recommends that certain policy actions such as the use of conventional buses, bus priority measures among others need to be taken in order to improve the quality of transport bus services in Ijebu-north.
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