Road Transportation Service and Passengers’ Satisfaction: A Study of Public Transport Passengers in Ogun and Oyo States, Nigeria

Abstract

The main objective of the study is to verify the effect of road transportation service on passengers’ satisfaction among public transport passengers in Ogun and Oyo States, Nigeria. Survey research design was used for the study. Data was collected through the use of questionnaire. Convenience sampling technique was used for the study. Descriptive statistics was used to analyze the respondents’ biodata while multiple regression analysis was used to test the hypotheses formulated. Findings of the study affirmed that road transportation service (passengers’ comfort, passengers’ safety, and drivers’ reliability) had combined significant effect on passengers’ satisfaction in Ogun State (Adj. R2 = 0.29, F = 14.393, p<0.05). In addition, passengers’ comfort, passengers’ safety, and drivers’ reliability had combined significant effect on passengers’ satisfaction in Oyo State (Adj. R2 = 0.36, F = 28.293, p<0.05). The study concluded that passengers of public road transportation service in Ogun and Oyo States will be satisfied when public transport service providers make them comfortable while in transit, protect them from harm, injuries, and all kinds of risks associated with travelling, and enhance the efficiency and effectiveness of transport drivers.