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.
