Summary
The development of a safe quick and cheap transportation system in Nigeria is becoming increasingly difficult to achieve because of the down-turn in the economy. In response to this problem, both the Federal and the State governments introduced the Urban Mass Transit Programme to complement the efforts of the existing public transport corporations. These corporations were plagued by insensitivity to the needs of their customers. Specifically, this study identified the present level of commuter satisfaction and assessed overall quality of transportation service. Six states' Transport Corps were used as the focal point, 600 commuters constituted the sample. Factor analysis was used to reduce the number of variables (29) and to confirm the underlying dimensions of transportation service quality. Multiple regression was used to explore the relationship between service dimension and commuter satisfaction. It was concluded that if transport corporations in Nigeria put their customers at center stage, it will help them create a culture that is appropriately responsive to customers.
See the full content of this document
Extract
A Consumer Focused Study of Transport Service Quality: A Case Study of Selected State Transport Corporations in Nigeria
1. Introduction
There are different modes of transportation namely road, rail, air, water and pipeline etc. Out of these modes, road transportation is the most dominant in Nigeria. Road transport mode seemed to be most favoured and important in Nigeria based on two crucial determinants of the nature and pattern of transport, namely the physical and human geography of Nigeria. The road mode provides easy access to every nook and cranny of the country traversing the length and breadth of the nation linking the industrial, commercial and agricultural centres (FRN, 1998).The contrast feature between roads and vehicle ownership in Nigeria is that while the roads are publicly owned, vehicles are owned mostly by private individuals and organisation. However, a substantial number of vehicles are owned by the government either for commercial or official purposes. The public vehicles used for commercial purposes are usually owned by state - owned mass transit corporations, which compete on routes plied by private operators, although with lower fares (Arosnayin, 2004).The demand for public transport is dependent on two major factors :i). The desire to make a particular trip at all and the drive to do so by public transport, andii). Possibly the characteristics and nature of public transport modes that are available (Aworemi et al. 2008). Formal public transport system is high passenger occupancy vehicles, which are usually provided by government and other government and nongovernmental agencies at users' costs in the fo...See the full content of this document
(Copyright 2011)
Provided by ProQuest LLC. All Rights Reserved.
Content not included in vLex Global Academic product.
Sponsored links
