EVALUATION of INTERCITY PUBLIC TRANSPORT SERVICE QUALITY and PASSENGER PATRONAGE

Authors

  • Dr Chidiebere Ekeugo Federal University of Technology, Owerri
  • Christopher C. Ikeogu Federal University of Technology, Owerri
  • Dr Theophilus C. Nwokedi Federal University of Technology Owerri Nigeria
  • Wilfred Ukpere University of Johannesburg http://orcid.org/0000-0002-3308-0081
  • Dr Francis E. Monyei University of Johannesburg

DOI:

https://doi.org/10.26458/jedep.v14i1.882

Keywords:

Intercity-travel, Passenger patronage, Public transport services, Service quality, Transport demand

Abstract

The study assessed the level of customer satisfaction with the quality of services offered by the main intercity public transport companies on the Owerri-Lagos and Owerri-Abuja travel routes in Nigeria. The study's objectives were to establish the level of patronage for intercity public transport providers and evaluate the level of service these providers offer on the assigned routes. To collect primary data, a survey instrument called a questionnaire was employed. Utilising the SERQUAL model of service quality, the study assessed respondents' pre-service and post-service quality expectations and views. Eight key intercity public transport operatives that transport the most intercity passengers through Owerri-Abuja and Owerri-Lagos routes were investigated, in addition to representing the long-distance intercity ways with the topmost demand for intercity journeys from Owerri. The following operators were selected for the study, namely, ABC Transport, LIBRA Motors, Young Shall Grow Motors, Heartland Travels, EKESONS Transport, GUO Transport, CHISCO Transport, and God is Good Motors (GIGM). Descriptive, inferential, and SERQUAL gap models were used to assess the gathered information. The major intercity public transport service operators' mean coefficient of service quality on the Owerri-Lagos and Owerri-Abuja routes is 23.6%, which suggests that their services are of low quality. However, GIGM received the highest service quality score (31.3%), indicating that individual operators in the sample offer services of disproportionately high quality. Additionally, the findings show that the mean daily patronage (MPAR) of 117.72 people was collected by the operators of intercity public transport services. The analysis also shows a substantial relationship between the amount of demand for intercity travel through specific operators and the quality of intercity public transport services. Individual operators must raise the calibre of their intercity travel services since there is a chance that giving the highest calibre of services and value to clients may increase demand for intercity travel.

Author Biographies

Dr Chidiebere Ekeugo, Federal University of Technology, Owerri

Dr Chidiebere U. Ekeugo is an outstanding academic at Department of Logistics and Transport Technology, Federal University of Technology, Owerri, Nigeria.  

Christopher C. Ikeogu, Federal University of Technology, Owerri

Dr Christopher C. Ikeogu is a senior Lecturer at Department of Logistics and Transport Technology, Federal University of Technology, Owerri, Nigeria 

Dr Theophilus C. Nwokedi, Federal University of Technology Owerri Nigeria

Dr Theophilus C. Nwokedi is a seasoned academic at the Department of Maritime Technology and Logistics, Federal University of Technology Owerri, Nigeria. 

Wilfred Ukpere, University of Johannesburg

Wilfred Ukpere is a Full-Professor in the department of Industrial Psychology and People Management in the School of Management, College of Business and Economics, University of Johannesburg.

Dr Francis E. Monyei, University of Johannesburg

Dr Francis E. Monyei is a senior Post-doctoral research fellow in the Department of Industrial Psychology and People Management, School of Management, College of Business & Economic, University of Johannesburg, South Africa

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Published

2025-03-31

How to Cite

Ekeugo, C., Ikeogu, C., Nwokedi, T., Ukpere, W., & Monyei, F. (2025). EVALUATION of INTERCITY PUBLIC TRANSPORT SERVICE QUALITY and PASSENGER PATRONAGE. Journal of Economic Development, Environment and People, 14(1), 56–74. https://doi.org/10.26458/jedep.v14i1.882

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