Assessment of Commuters’ Satisfaction of Paratransit Services in North-western Nigeria


Authors : A.A Jolaoye; Omavudu Ikogho; Isah G.A; Momodu M. Abdulfatai

Volume/Issue : Volume 7 - 2022, Issue 2 - February

Google Scholar : http://bitly.ws/gu88

Scribd : https://bit.ly/3sdvV4c

DOI : https://doi.org/10.5281/zenodo.6234948

This paper examined the satisfaction derived from para-transit services in some selected cities in Northwestern Nigeria; Kano, Kaduna and Katsina. Data were collected through accidental sampling technique from 285, 213 and 165 respondents in the cities. Data were analysed using Commuters’ Satisfaction Index (CSI). Results indicated that the regional commuters’ satisfaction with para-transit services was above average. Despite, specific aspects of service that had negative deviation from the mean commuters’ satisfaction index were onboard speed, neatness of vehicles, working condition of vehicles, politeness of the drivers and onboard convenience with load. The results also showed that commuters’ level of satisfaction with para-transit services were Kano (CSI=3.64), Kaduna (CSI=3.41) and Katsina (CSI=3.48), while the aggregate was3.59. It was established that commuters derived varying levels of service satisfaction with the three investigated paratransit modes. The aggregate commuters’ satisfactions indexes for Keke NAPEP, Taxi cab and Mini buses were 4,1, 3,8 and 2.9. In accordance with the findings, the study recommended that Federal Road Safety Commission and Vehicles Inspection Officers in the region should step up their duty to enable commuter’ maximum satisfaction with para-transit services.

Keywords : Commuters Satisfaction Index, Para-Transit, Transportation, Services, Kano, Kaduna, Katsina.

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