Public Mass Transit (PMT) Services and Commuters’ Satisfaction

Triple A Research Journal of Social Science and Humanity (JSSH) | Vol.2 No.2 | July 2018
Triple A Research Journal of Social Science and Humanity (ISSN: 2636-5472)
Vol.2(2): 048 - 059, July 2018
Available online: http://www.triplearesjournal.org/jssh
Copyright ©2018 Triple A Research Journal
Full Length Research Paper
Public Mass Transit (PMT) Services and Commuters’
Satisfaction
Dr. Anthony Abiodun Eniola* and Dr. Duro Dada
Department of Business Administration, Achievers University Owo, Ondo State, Nigeria
*Corresponding Author:
Dr. Anthony Abiodun Eniola
Department of Business Administration, Achievers
University Owo, Ondo State, Nigeria
Email address:
eniola.anthony@achievers.edu.ng
ABSTRACT
This paper considers commuters’ satisfaction with public mass
transit (PMT) services in Kogi State, Nigeria. The work is
propelled by the practical absence of previous research efforts
in the area, particularly as it affects the commuters in the
grassroots. Taking in a multi-stage sampling technique, the
study used a sample of 601 commuters and 70 of both
employees and management staff drawn from six different
public mass transit outfits operating in Kogi State, Nigeria, by
both the state government and the local government areas of the
province. Data was collected from commuters, contact
personnel and management staff. The survey disclosed that
there is a substantial deviation between the case of mass transit
outfit commuter patronize and their level of gratification with the
avails of the PMT. The survey concludes that commuters,
generally, are not satisfied with the avails of the public mass
transit in Nigeria. Established on the findings, the study
recommended among others improved funding of these PMTs
and the desegregation of other modalities of transportation for
effective service delivery.
Keywords: Consumer-Satisfaction, Service-Quality, Dimensionality
of Service Quality.
INTRODUCTION
On that point is no gainsaying that transportation plays a
critical part in the evolution of any society and the
economic system. Even in the Stone Age when economic
activities were less advanced, man still felt the need to go
from space to localize. Though, the manner of transport
then was purely on foot, as a culture and economic
activities increased the demand for a more advanced style
of transportation became apparent. Hence man graduated
from the use of foot to animals such as horse, donkey and
camel, while in the riverine areas, canoes and boats were
common.
As innovation and technology improved, the transport
sector evolved. There is advancement from the utilisation
of animals as a modal value of transportation using
bicycles to the present jet age. These various
advancement and progress in the mode of transportation
have had their multiplier effects on the society and the
economic impact. This is witnessed in the improved living
standard through high transformation of economic and
social life. Both the economic and social life has continued
to be linked up to some extent, to the apron of
transportation. Transportation facilitates contact and
interaction among peoples of various cultures, thereby
helping in the spread of ideas and the betterment of
international sympathy and cooperation. Effective
transportation system would create the trend of both
masses and materials easy. This would improve the entire
mass of goods available from the principal sector of the
economic system to the other sectors and vice-versa. The
significance of this is that goods hitherto unavailable would
be set up at the door steps of users, improved productivity
(GDP), and availability of all necessities of life and

049 Triple A Res. J. Soc. Sci. Human.
therefore, improved well-being of the citizenry.
Transportation facilities, contact among peoples of diverse
culture, thereby assisting in the spread of idea and
international savvy and cooperation.
It is in acknowledgement of these diverse benefits of
transportation that governments, irrespective of their
political ideologies attach high importance to their
transportation sector. These indisputable benefits derivable
from an efficient shipping system and the inspiration drawn
from the developed societies led to the organization of the
Federal Urban Mass Transit Programme by the Nigerian
government in January 1988. This plan was subsequently
taken by both the State and Local Governments throughout
the nation. This is targeted at relieving the distress of the
citizenry through meeting their transport demands.
The transport sector, which supposed to be one of the
vehicles of economic development, has, paradoxically,
turned out to be one of the cogs in the wheel of economic
progress of Nigeria. The poor circulation of people and
goods, no doubt, has negative effects on productivity,
worsens inflationary trends, thereby fixing the cost of
necessities prohibitive to the coarse adult male. In Nigeria,
the economic down-turn, inflationary pressures,
depreciating value of the currency (Naira) coupled with the
wretched state of the mesh of roads in the utmost few
years have trimmed the number of private and commercial
vehicles, while the existing ones cannot be adequately
defended. This unsatisfactory state of personal business in
the transport sector has contributed all the three levels of
government to step up efforts in the Mass Transit
Programme. Nevertheless, the sector is beset with myriad
of troubles among which are: -Accessibility Problem which
is apparent in the long queue usually experienced in cities
by commuters, especially during festive periods such as
the Christmas due to limited supply of these vehicles.
Another visible problem is the frequent breakdown of
vehicles causing delay in commuters reaching their goals,
while cases of inconveniences/discomfort suffered by
commuters because of overcrowding/overloading of
vehicles and poor condition of vehicles have been
described. Management problem because of excessive
government interference and corruption is also a usual
happening. However, another problem is a safety problem
evident in most roads mishaps usually caused by ill-
maintenance of vehicles and partly by poor driving habits
of drivers. Again, poor Social/Economic infrastructure such
as the hapless state of Nigerian roads and poor or absence
of motor parks for these vehicles is rampant. In malice of
these problems, it is the opinion of some researchers that
the mass transit plan could even help alleviate commuters’
problems through the supplying of the efficient transport
services and thus solve the shipping demands of the
people. The question that agitates the researcher’s mind is
“what are the attributes of transportation service that
contribute to commuters’ satisfaction and which would in
turn contribute to the development of the public mass
transit plan in Nigeria?
The primary aim of this survey is to carry an in-depth
survey of the commuters’ satisfaction in the public-sector
transport organisation in Nigeria. Specifically, the work tries
to accomplish the following objectives: To investigate and
identify the transport service attributes that contributes to
the satisfaction of commuters. To identify the strategic and
operational features of the Mass Transit Agencies that
contribute to the determination of the quality of service
offered. To consider the problems militating against the
provision of quality service to commuters. To highlight any
other relevant findings from the survey.
Hypothesis
1. Ho: There is no significant difference between the
gender characteristics of commuters and their degree
of satisfaction with safety/security of public mass
transit.
2. Ho: There is no significant difference between the type
of public mass transit commuters patronize and their
degree of satisfaction with the services of PMT:
A wide range of transport services are provided
commercially by the private and the public sectors in
Nigeria. Road, air and water all have the presence of
government and private individuals/corporate bodies. This
study shall be limited to bus transportation service for
intercity purposes and originating from Kogi state and
Local Government Headquarters across the various
chosen destinations within Nigeria. Specifically, Kogi State,
Nigeria and its Local Government mass transit
programmes will be the subject of study.
Although works on consumer satisfaction abound in
the literature, especially in medical and information
services, such works are virtually non-existent in the
transportation services. Even where such works are carried
out, none has been found to consider the plight of the
grassroots’ commuters’ majority of who are located at the
Local Government Areas.
This study sets to fill these gaps. The following are
expected to benefit from the study: Transport
Operatives/Management: Both the private and public
commercial transporters will find the study useful. It will
provide information on service attributes that contribute to
the satisfaction of their customers. This will form the basis
for their competitive strategy formulation. Commuters: The
study will serve as a catalyst in the alleviation of suffering
they encounter with the transport operators as they
(commuters) will now assume their position as Kings in the
market through the expected improved transport service
which this study will enhance. Prospective Researchers:
Prospective Researchers both in this field and other related
fields will find the study useful. The National Institute of
Transport Technology and other individual researchers can
build upon this study. Government: The study will be useful
to all tiers of government in the formulation of transport
policies and for planning purposes. Finally, the desire to
contribute to frontiers of knowledge and understanding of

Eniola and Dada 050
the concepts of Consumer Satisfaction and Service Quality
is a motivating factor for this study.
LITERATURE REVIEW
The concept of consumer satisfaction and models
proposed to explain the development of consumer
satisfaction are relevant to this study. Also, the concept of
service quality and dimensionality of service quality form
the major conceptual/theoretical framework of this study.
The examination of mass transit in the United States and
Public transport in Malaysia completes the section.
Consumer or customer satisfaction, or lack of it has been
defined as “the difference between how a customer
expects to be treated and how he or she perceives being
treated” (Mejabi, 2006) quoting Davidow and Uttal; or as a
person’s feelings of pleasure or disappointment resulting
from comparing a product’s perceived performance or
outcome in relation to her expectation (Kotler, 2002).
Mowen (1995) defines consumer satisfaction as “the
overall attitude regarding a good or service after its
acquisition and use”. The concept of consumer or
customer satisfaction is often discussed in relation to
quality. Customer satisfaction is said to be a key objective
or a product of quality and it could be argued that customer
satisfaction, in essence, defines quality (Rice, 1997)
because customers, where ever they are, want satisfaction
(Cole, 1997, 2006) and organizations should aim to
‘delight’ the customers by delivering more than was
expected (Kotler, 2002). In any service organization such
as the transportation service, the need to improve or
enhance service quality is a serious business. This is
because it is through service quality that customer
satisfaction can be enhanced while satisfied customers are
the prime determinant of sustainable competitive
advantage for such organization.
Models of Consumer Satisfaction
Several models have been proposed to explain the
development of consumer satisfaction/dissatisfaction
(CS/D). These approaches are: Expectancy
Disconfirmation Theory, Equity Theory, Attribution Theory,
Actual Product or Service Performance, and Experientially-
based Affect Theory.
• The expectancy disconfirmation theory developed
in the 1970s, defines CS/D as the evaluation rendered
that the experience was at least as good as it was
supposed to be (Mowen, 1995). The expectancy
disconfirmation model is the basis of the expectation –
performance model of satisfaction and service quality.
These expectations are compared to actual
performance, and if performance falls below
expectations, emotional dissatisfaction results; if
performance is above expectation, emotional
satisfaction results; if performance is not perceived as
different from expectancies, expectancy confirmation
results.
• Equity theory holds that people analyse the ratio of
their inputs and outcomes to the ratio of the inputs and
outcomes of others in an exchange. Dissatisfaction is
proposed to result when the person perceives that his
or her ratio is unfavourable in relation to the other
member of the exchange. The theme of equity theory
is that each party to an exchange should be treated
equitably or fairly (Adeleke, 2001).
• Attribution theory is concerned with how people
identify the causes for action. The attributions that
people make have been known to moderate feelings of
CS/D. For example, in a study of the wait experience
with airlines experiencing problems of delayed flights,
evidence was found that consumer evaluations were
influenced by the attributions made (Taylor, 1994).
When the attribution was made to uncontrollable
situational factors such as the weather or mechanical
problems, anger tended not to result. However, when
the cause of delay was associated with stable factors
such as the actions of airline personnel over whom the
airline had control, anger and dissatisfaction tended to
occur (Mowen, 1999).
• Actual performance of product or service has been
found by researchers to be a strong influence on
consumer satisfaction. It was also found that the
satisfaction is independent of the expectations
consumers hold, matters of equity and attributions they
make; because even if the person fully expected poor
performance, dissatisfaction would still occur if the
product or service in fact performed poorly.
• Experientially-based affect theory in relation to CS/D
is the concept whereby the level of consumer
satisfaction may be influenced by the positive or
negative feelings that consumers associate with the
product or service after experiencing it. It has been
found that there could be a set of positive feelings and
a set of negative feelings, which were found to be
independent of each other, arising from a purchase.
Thus, one can experience joy, interest, and excitement
while also feeling anger, disgust and contempt.
For example, after a hospital experience, an inpatient may
feel grateful towards his or her doctor and happy at being
well again, while at the same time feel irritated with the
surroundings and unhappy with the speed of test results
(Mowen, 1995).
Relationship between Customer Satisfaction and
Service Quality
It is generally agreed that the relationship between
satisfaction and service quality is a complex issue
characterized by confusion about the distinction between
the two constructs as well as the casual direction of their
relationship. According to researchers such as
Parasuraman, Zeithaml and Berry (PZB) (1985), Carman

(1990), both service quality and consumer satisfaction are
concerned with the difference between expectations and
perceptions, while Dabholker (1993) poses the question of
whether they are two constructs or one.
Traditionally, the argument has been in favour of the
‘customer satisfaction leads to service quality’ hypothesis.
Researchers like PZB (1994), Teas (1993) have
contributed to this debate. Teas, for example, suggest that
both service quality and customer satisfaction can be
examined meaningfully from both the transaction – specific
as well as global perspectives.
It was this argument put forward by Teas that PZB
(1994) built on when they proposed (1) a transaction-
specific conceptualization of the constructs’
interrelationships and (2) a global framework reflecting an
aggregation of customers’ evaluation of multiple
transactions. The transaction-specific conceptual model
posits a customer’s overall satisfaction with a transaction to
be dictated by his/her assessment of service quality,
product or good quality, and price could be argued to be a
predictor of perceived long-term relationship quality. PZB
argue that “this conceptualization is consistent with the
‘quality leads to satisfaction’ hypothesis which satisfaction
researchers often espouse” (PZB, 1994).
The global framework as proposed by PZB shows
customers’ global impressions about a firm stemming from
an aggregation of transaction experiences. They posit
“global impressions to be multifaceted, consisting of
customers’ overall satisfaction with the firm as well as their
overall perceptions of the firm’s service quality, product
quality and price” (PZB, 1994). They argue that this
framework, apart from capturing the notion of examining
the service quality and consumer satisfaction constructs, is
consistent with the ‘satisfaction with specific transaction
leads to overall quality’ perceptions school of thought
embraced by researchers such as Bitnor, (1992) and
Carman, (1990). The term “transaction” in this framework
was explained to mean an entire service episode (e.g. a
visit to a barber shop) or discrete components of a lengthy
interaction between a customer and a firm (e.g. the
multiple encounters that a hotel guest could have with hotel
staff, facilities and services (PZB, 1994).
According to Cronin and Taylor (1994), a useful
starting point would be to restrict the domain of service
quality to long–term attitudes and that of consumer
satisfaction to transaction-specific judgments.
Rowley, (2005) is of the view that perceived service
quality is a global judgment whereas satisfaction is related
to a specific transaction. Thus, the two constructs are
related, in that incidents of satisfaction over time, lead to
perceptions of good service quality.
Relevance of Service Quality Model to Consumer
Satisfaction
Having discussed the relationship between service quality
and consumer satisfaction, it is important to discuss the
relevance or application of service quality model to
consumer satisfaction.
According to Rice, (1997) customer’s satisfaction
defines quality. One is then tempted to argue that model on
service quality would also be useful in explaining the
concept of consumer satisfaction. Again, looking at the
expectancy disconfirmation theory of consumer
satisfactions or dissatisfaction which is the basis of the
expectation-performance model of satisfaction and service
quality as espoused by (Mowen, 1995), one is more than
comfortable to consider service quality model as very
applicable to the concept of consumer satisfaction.
Notable among these models is one proposed by
Parasuraman, Zeithaml and Berry, (PZB) (1990). The
model identifies five gaps that cause unsuccessful service
delivery which may result in dissatisfied customers. Gap
between consumer expectation and management e.g.
Transport Managers may think that commuters want fast
service, but commuters may be more concerned with
safety. Second Gap look between management perception
and service-quality specifications: e.g. Transport Managers
may tell the drivers to give fast service without specifying it
qualitatively. Third Gap talk is between service-quality
specifications and service delivery: The personnel might be
poorly trained or incapable of or unwilling to meet the
standard. Fourth Gap is between service delivery and
external communications: e.g. if a mass transit brochure
shows a fleet of luxury vehicles but the commuter arrives
and finds the vehicles to be rickety and junk looking, then
the external communication has distorted the customer’s
expectation. Lastly, the Gap between perceived service
and expected service; e.g. the driver may keep on
checking the vehicle for safety purposes, but the commuter
may interpret this as an indication that something really is
wrong. Where there is a gap between the customers’
expectation and perception (i.e. gap 5) the fault may be
traced ultimately to one of the four gaps, or a combination
of them.
This model, because of its unique characteristics in
being applicable to both constructs (service quality and
consumer satisfaction) is adopted in this study.
Dimensionality of Service Quality
Dimensions of service quality as cited in Dada, Eniola and
Alo (2018), refer to the general criteria by which consumers
judge the quality of a service from which their satisfaction
or dissatisfaction derives. The authors identifies ten
dimensions or attributes of service quality as mentioned by
PZB. They are;
1. Tangibles: appearance of physical facilities,
equipment and personnel.
2. Reliability: ability to perform the promised service
dependably and accurately.
3. Responsiveness: Willingness to help customers
and provide prompt service.
4. Competence: Possession of the required skills and

Eniola and Dada 052
knowledge to perform the service.
5. Courtesy: Politeness, respect, consideration and
friendliness of contact personnel.
6. Credibility: Trustworthiness, believability and
honesty of the service provider.
7. Security: freedom from danger, risk and doubt.
8. Access: approachability and ease of contact.
9. Communication: Keeping customers informed in
language they can understand and listening to
them.
10. Understanding the customer: Making the effort to
know customers and their needs.
These ten dimensions were later reduced to the following
five with the following final definitions: -
1 Tangibles: Appearance of physical facilities,
equipment, personnel and communication materials.
2 Reliability: Ability to perform the promised service
dependably and accurately.
3 Responsiveness: Willingness to help customers and
provide prompt service.
4 Assurance: Knowledge and courtesy of employee and
their ability to convey trust and confidence.
5 Empathy: Caring individualized attention which the firm
provides to its customers. Sasser et al, (1998)
identified seven service attributes which may be useful
to consider. They are:
• Security–confidence as well as physical safety.
• Consistency–receiving the same each time.
• Attitude–politeness and social manners.
• Completeness–ancillary services available
• Conditions of facilities–clean, comfortable.
• Training–propitious execution, and
• Availability –Access, location and frequency.
Consumer Satisfaction in The Public Transportation
Industry
The success of public transportation depends on customer
satisfaction attracting and retaining customers to use or
support its services. If there are no customers, there is no
need for public transportation services. Like to many
private sector services, public transit has two types of
clients: Consumers – the people who use the service and
Stakeholders–the general public who are tax-paying
investors in the service Andrle (2004).
By understanding and meeting customer expectations
for service and product quality, an organization improves
its performance. The effects of successfully satisfying
customers are realized in at least three areas for transit
systems according to Andrle (2004), Ridership Stability –
By satisfying and delighting customers, customer loyalty
and ridership will increase; New Riders will also be
attracted, resulting in increased market share; and Cost
reduction – By directing processes and people toward
meeting customer expectations, operational costs can be
lowered and waste eliminated because certain extraneous
activities such as bureaucratic policies and paper work,
that are not essential to customers can be stopped.
Seven principles for ensuring customer satisfaction in
the public transportation system have been suggested by
Stephen (2004) and are listed as follows: - Put customer
first – know your customers and respond to their
expectations. Manage and improve processes – by
improving operations, quality of services can be raised.
Manage by fact – This requires the use of facts and data,
such as market research to achieve customer satisfaction.
Cultivate organizational Learning – Without learning,
organizations and their members repeat old behaviour and
practices which may not meet the changing need of
customers. Train, empower and recognize employees –
Employees’ value must be protected and enhanced i.e.
training employees to identify and solve problems that
cause customer dissatisfaction. Improve Labour-
Management Teamwork – Customers satisfaction will be
difficult to achieve where rancour and grievances between
labour and management is the order of the day. Lead the
change in Organizational Culture – This means the
leadership must be committed to customers’ satisfaction.
Existing studies on Commuters Satisfaction with
Services
Although many work has been carried out on satisfaction in
many service environments, particularly with healthcare
services, very little research efforts on satisfaction with
transportation services were found in the literature. It is the
belief of this researcher however; that the problems
associated with investigation into satisfaction with services
in these areas may be extended to include those service
areas where little or no work has been done. Hence, the
consideration of the transport service sector in this study.
Andrle (1994) in his study of American Private and Public
Transportation industry believed that customer satisfaction
would be created by process management. He suggested
the application of Total Quality Management (TQM) in the
transport industry. Of the 172 respondents (out of 590
public transport systems in the United States) 30 Public
transport agencies were already using TQM for quality
improvement and hence, customers’ satisfaction.
Olujide (2000) in his study of commuters’ satisfaction
with the urban mass transit services in Nigeria, using
Kwara State as case study identified the following as
causing dissatisfaction among commuters: poor social
infrastructure, particularly the conditions of Nigerian roads,
overloading of buses and long delay in arriving destinations
among others. Majority of the 250 respondents used for the
study were however satisfied with the overall services of
Kwara State Transport Corporation.
Kasum (2004) in his study of pricing of transport
services in Nigeria observed that price is a satisfier. He
noted that the pricing policy of government-owned transit
systems were not masses-oriented. He observed that the
marginal difference in the price charged by government
owned transit companies and their private counterparts
was because of the union levy charged by the private

sector. It is this marginal difference in price that do attract
commuters to the governments-owned transit systems.
Ware and Synder (1995) proposed an
operationalization for the patient satisfaction concept. This
operationalization measure had eight Likert items which
was designed to assess twenty-two dimensions of the
satisfaction concept. However, Ware and Sydner found
support for four basic factors, namely physician conduct,
availability of service, continuity/convenience of care and
access to care.
Penchansky and Thomas (1997) provided an operation
scale to measure the “access” component of patient
satisfaction evaluations. They posited that the access
component itself is multi-dimensional. A sixteen-item scale
was proposed to measure five distinct dimensions, namely,
availability, accessibility, accommodation, affordability and
acceptability. Using responses from a non-random sample
of 287 respondents, Penchansky and Thomas found
empirical evidence for the construct validity of the
proposed five dimensions of access.
Olujide and Badmus (1998) in a study of primary health
centres in Ilorin, observed that length of waiting time for
services and the frustration of patient for having to see a
different Doctor at each appointment contributed to their
dissatisfaction with health care services.
Adeoti (2007) in his study of selected hospitals in
Kwara State identified eight service quality factors which
trigger patient satisfaction with the hospital services among
which include facilities and employee qualities.
Ihimoyan (2009) in his study of Customers Service
Management in the Nigerian Banking Industry, identified
eight service quality dimensions which are capable of
influencing customer satisfaction, namely; service
accessibility, service care environment of service
production, Technology facility, loans facility, security,
attitude of staff and waiting time for service.
Adebisi (2009) in his study of selected GSM service
providers in Nigerian observed that inconsistency in
services as reflected n the number of call-drops and
service failures; accessibility problem among others
contributed to their dissatisfaction with the
telecommunication services in Nigeria. These few studies
reviewed above show that work on commuter’s satisfaction
are very limited. Also, none has been discovered to
consider the effect of geographical spread which this study
considers. Again, this study considers more dimensions of
service quality from which consumers derive their
satisfaction. This study also uses a more sophisticated
sampling procedure than the ordinary wisdom sample of
respondents used by previous researchers. These are the
gaps that this study fills.
METHOD
A survey of the public-sector transport system was
undertaken. Precisely, the Kogi State Transport Company
Limited, also known as Kogi Travellers and the mass
transit schemes operated by the various local government
areas of the State are the units of study.
The choice of Kogi State Transport Company
(popularly known by its trade mark, ‘Kogi Travellers’ and
those of local government areas was predicated on the
following reasons: - The state, regarded as the 15th largest
in Nigeria with a population of 3,278,487 by 2006 census is
strategically located between the North and Southern part
of the country. The State does not only share boundaries
with some of the major ethnic groups in the country, but
also shares social-cultural affinities with them. The
Western Senatorial District of the state is dominated by the
Yorubas, and shares boundary with the South-West geo-
political zone of Nigeria. In the Eastern Senatorial District,
it is shares boundary with the Igbo ethnic group while the
Central Senatorial District occupied by the Ebiras, and
shares boundary with towns in the South-South geo-
political zone of the country. Towards the North, the state
shares boundaries with the Federal Capital Territory where
the Nupes, and the Hausas among, others are located.
The strategic location of the State makes it a gateway
between the North and Southern part of the country. As
such it enjoys the patronage of a large population of
commuters from all over the country. The state mass
transit scheme (Kogi Travellers) also operates routes
which cut across five of the six geo-political zones of the
country. The mode of operation in both the State’s
Transport Company and the Local Government Mass
transit are identical to what is obtainable in other public
mass transit outfits in the country. All these factors, the
researcher felt, would enhance the representativeness of
whatever results come out of the study, and hence, their
application to all public mass transit programmes in
Nigeria.
The study populations from which samples were drawn
from All commuters of both state and local government-
owned mass transit. The employees of these mass transit
outfits as well as the management of the mass transit
outfits.
A multi-stage sampling method was adopted covering the
entire Kogi state with 21 local government areas was
stratified into the three senatorial districts which make up
the state viz: Central, East and Western Senatorial
Districts. In each senatorial district, two public mass transit
(PMT) outfits were judgmentally selected. In each of the
selected Local Government Mass Transit outfits, one
hundred commuters were selected, using
convenience/accidental method of sampling as shown in
table I. However, two hundred commuters of the Kogi State
Transport Company (Kogi Travellers) in Lokoja Local
Government Area were sampled because it has a larger
number of vehicles in its fleet compared with the local
government-owned mass transit counterpart. In essence,
six different public mass transit outfits were used for the
study, while sampling of commuters was restricted to those
who have made at least one trip with the mass transit
buses in last one year. This is to ensure that they qualify as
consumers of transportation service and that the

Eniola and Dada 054
information given relate to current experience (Olujide,
2000).
A total of 601 out of 700 sampled commuters (86%)
responded and were used for the study. The second
sample comprised all the 64 drivers and bus conductors
(contact employees) of the sampled mass transit outfits.
The third category of sample comprised six management
staff – one representing each of the six selected mass
transit outfits. Primary source was used in gathering the
required data. The data were collected by means of a 25–
item commuter satisfaction questionnaire which contained
the demographic characteristics of respondents and
questions relating to various aspects of transportation
service offered by the transport agencies under study.
Respondents were also requested to list and comment on
aspects of transportation services that mostly caused
satisfaction or dissatisfaction. The commuter satisfaction
questionnaire was designed as a scale of measurement. It
assessed all aspects of commuting relevant to the study.
The ideas of Mangelsdorff (1979) PZB (1990), Sasser et al
(1998), Olujide (2000), Mejabi (2006), Adeoti (2007) and
informal discussion with users of the mass transit vehicles
were synthesized to arrive at the following dimensions or
variables that are deemed relevant in transportation
service. These variables, Safety/Security, Timeliness of
service (waiting time), Condition of facilities (comfortable,
clean), Accessibility (availability of service), Economy
(transport fare and other charges) i.e. price,
Courteousness of contact personnel and auxiliary services
and Reliability of service. Frequency distribution analysis
(FDA) was used to determine the proportion of satisfied to
dissatisfied respondents with the various attributes of
transport service. The two hypotheses were tested with the
aid of cross tabulation analysis and of Chi-square test of
significance using the following equation:
X2 = ∑(O – E)2
E
Where:
X2 = calculated chi-square
O = the observed frequency of any value
E = the expected frequency of any value
RESULTS AND DISCUSSION
Frequency distribution analysis on the demographic
characteristics of the respondents showed that 58% of
them were male while 42% were female; 2.8% were below
18 years of age, 4.6% were 50 years and above while
92.6% were between 18 – 49 years of age. FDA further
showed that 38% were married, 44.6% single, 3.4%
separated or divorced while 14% were already entering
marital contractual obligation.
The higher percentage of male could reflect the ratio of
male to female commuters. The social belief and religious
factors could be responsible for the low percentage of
female commuters.
This is particularly true with the Muslim dominated
areas where female mobility is relatively restricted.
The higher proportion of youths (18 – 49 years)
supports the fact that this age bracket is the active age of
human being when social and economic activities are
highly pronounced. It appears therefore that there is a
correlation between mobility and level of socio-economic
activities.
It was also revealed that 62% of the respondents were
not living with either a wife or husband. This group of
people travels more than their married counterparts.
Regarding the frequency of travels by public mass
transit vehicles, 30.3% of respondents have travelled less
than 5 times, 49.2%, 5-20 times, while 20.5% have
travelled over 20 times. The high number of respondents
who have travelled frequently with the mass transit vehicle
(69.7%) lends credence to the reliability of the information
supplied by them.
The results in table 4 reveal that majority of the
respondents are satisfied with the level of commitment of
the various public transport corporations to the safety and
security of commuters. About 78% of the respondents
expressed this view. However, some respondents though
few (about 14%) believed there is room for improvement.
Prompt replacement of tyres and improved vehicle
maintenance are some of the areas that call for
improvement.
With regard to timeliness of service delivery, a high
percentage, (70%) are dissatisfied with the late arrival of
the buses to their destinations.
When the responses in table 2a were subjected to
further analysis, cross tabulation and significant test, the
results indicated that the observed variations in all
responses with respect to sex of respondents were not
statistically significant at 95% confidence level.
The calculated chi-square (X2) is 0.0037 while the
tabular value at 5% is 5.99. The X2
cal (0.0037) is less than
X2 tab (5.99), hence we reject the alternative (H1)
hypothesis and accept the null (H0) hypothesis. The
researcher concludes that sex has no relationship with the
degree of satisfaction with the level of security/safety in the
public mass transit (table 2b).
Data in table 5 indicate that majority of the respondents
are dissatisfied with the arrangements for comfort and
convenience of commuters namely: overloading, adequate
leg space and condition of buses when commuters are
seated in the mass transit buses. 64% of our respondents
are dissatisfied with overloading while 69% of our
respondents are dissatisfied with condition of buses.
It was however discovered through informal chat with
respondents that drivers and conductors do connive to
defraud the transport agencies by carrying excess
passengers. 46% of our respondents confirmed this.
68% of respondents are satisfied with the frequency of
breakdown of Public Mass Transit buses, 8% had no
opinion while 24% prefer improvement. However, lack of
any arrangement to refund commuters their fare when no

replacement is not possible, is not satisfactory to them.
69% of the respondents expressed this view.
Table 6 reveals that 64% of the respondents are
satisfied with the transport fare charged while 21% are
dissatisfied. Perhaps this latter group of respondents
expects the PMTA to be highly subsidized – being
government-owned companies or outfits.
However, while the Agencies as a matter of policy do
not charge commuters additional fare on luggage,
respondents expressed their dissatisfaction with the
practice whereby bus operators charge commuters
separately for luggage.
On what managements of these Transport Agencies
regard as challenges confronting them in their efforts to
ensure quality service, and their present and future plans
to meet these challenges; analysis of results reveals that
majority of them identified funding problems to procure
modern equipment and better infrastructural facilities such
as quality automobiles and garages as the major
challenges confronting their operations.
This result further supports the dissatisfaction
expressed by commuters with problem of accessibility.
Over 90% of the respondents complained about their
inability to access PMT buses because they are few in
number, a situation which always leads to scramble at the
motor parks. They also want to see these Agencies
procure modern buses with comfortable seats, well inclined
and with air-conditioners like the private mass transit
buses.
As regards courteousness of contact personnel,
majority are satisfied with the behaviour of these staff,
particularly ticket officers and drivers but feel bad about the
attitude of bus conductors who try as much as possible to
create inconveniences for commuters in their attempt to
make extra income.
On whether the managements of PMT practice Total
Quality Management (TQM), results reveal that no single
one has adopted or used this new management tool.
The frequency distribution analysis of responses to the
overall appraisal of transportation service shows that 37%
of the respondents are satisfied with the quality of service
rendered by the PMT, 48% are dissatisfied while 15%
expressed no opinion.
When the result was subjected to ‘chi-square’ test of
significance, it was revealed that the observed variations in
the degree of satisfaction were due to differences in the
type of mass transit respondents patronize. It was
statistically significant at 95% confidence level (tables 3a
and b).
CONCLUSION
The bulk of commuters who use public mass transportation
in Nigeria are not satisfied with the calibre of service
provided. That the main areas causing dissatisfaction
include: the ill-maintained and inadequate economic and
societal infrastructure, particularly, Nigerian roads which
usually have a delay in arriving at destinations as
scheduled. Other areas of complaint are: Accessibility
problem: These agencies do not have enough vehicles in
their fleet to match the growing demand of commuters.
Often cause inconveniences and discomfort for commuters
is improper arrangement of luggage. Overloading of buses
with extra passenger. Discourteousness of bus conductors
and wretched condition of buses. The findings also
revealed that managements of these transport agencies
are so far to build the quality management (QTM)
departments which are imagined ensuring or bring about
customer-focused strategy in their operations. That
majority would like to proceed to support the services of
the public management even if they received more money.
Conclusively, commuters would prefer public mass
transportation passenger vehicles to the private
commercial ones, at least for security/safety purposes. The
major problem facing the public mass transportation
agencies is funded to procure more buses. Subjective
factors (such as reliability of service, comfort, safety,
accessibility) rather than economic considerations play
more dominant role in the choice situations of the
commuters. Social infrastructure such as good network of
roads plays major role in service delivery in the transport
sector. Likewise, training of personnel of mass transit,
contact staff especially, Attendance at Seminar Workshops
by staff would enhance their efficiency. Educational and
Professional Development for those operating in the
transport and logistics sectors should be promoted.
Professional bodies such as the Chartered Institute of
Logistics and Transport (CICT (N), Chartered Institute of
Highways and Transportation (CIHT), Transport Planning
Societies (TPS) etc. should all be improved and made
more functional to provide the relevant professional skills to
employees of mass Transit Systems. Educational Institutes
such as the National Institute for Transport Technology
NITT, Zaria, should be well funded for efficient service
delivery to employees in the Transport and logistics
sectors. Moreover, consolidation of all patterns of transport
modes would help in improving transport facilities. Inter-
modal linkages would ensure effective connectivity
between ports, rail, road, inland waterways and aviation,
thereby making use of the advantages of different
modalities to ensure seamless movements of both
commodities and people. Metro rail systems as purchased
in the U.S. could be assumed. This study is, however,
circumscribed by the paucity of literature due to very few
previous research works carried out in this field and
likewise, the work needs to be carried to some other area
of the country.
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APPENDIX
Table 1: Administration and Returns of Questionnaires According to Sample Mass Transit
S/No PMT outfit Senatorial District Samples Selected No of questionnaire
returned
1. Ajaokuta Central 100 68
2. Okene Central 100 76
3. Ankpa East 100 92
4. Omala East 100 84
5. Kabba/bunu West 100 88
6. Lokoja West 200 193
7. Total 700 601
Source: Researcher’s Field Survey
Table 2a: Cross Tabulation Analysis of Respondents’ Satisfaction with
Safety/security of PMT according to sex
RESPONSE MALE FEMALE TOTAL
Satisfied 279 202 481
No opinion 21 15 36
Dissatisfied 49 35 84
TOTAL 349 252 601
Source: Field Survey
Hypothesis Testing
Hypothesis No1:
Table 2b: Ho: There is no significant difference between the gender
characteristics of commuters and their degree of satisfaction with safety/security
of public mass transit.
Contingency Table
Source: Author’s Computation
X2 = 0.11
df = (r – 1) (c – 1)
= (3 – 1)(2 – 1)
= 2
X2
0.05 = 5.99
Since X2
calculated (0.0037 < (5.99) X2
critical, the Null hypotheses is accepted.
Hence, we conclude that: there is no significant difference between sex of commuters and their level of satisfaction with
the safety/security of public mass transit services.
O 279 202 21 15 49 35 TOTAL
E 279.3 201.7 20.9 15.1 48.8 35.2
(O – E)2
0.09 0.09 0.01 0.01 0.04 0.04
(O – E)2
E
0.0003 0.0004 0.0005 0.0007 0.0008 0.001 0.0037

Eniola and Dada 058
Table 3a: Cross Tabulation Analysis of Respondents’ satisfaction with the overall services of
the public mass transit (PMT) according to type of PMT.
Ajaokuta Okene Ankpa Omala K/Bunu Kogi
Travellers
Total
Satisfied 26 23 51 24 40 61 225
No opinion 12 08 10 16 12 30 88
Dissatisfied 30 45 31 44 36 102 288
Total 68 76 92 84 88 193 601
Hypotheses No 2
Table 3b: H0: There is no significant difference between the type of PMT commuters patronize and their degree of
satisfaction with the services of PMT
Contingency Table
O 26 23 51 24 40 61 12 08 10 16 12 30 30 45 31 44 36 102 Total
E 25.5 28.5 34.4 31.4 32.9 72.3 9.96 11.1 13.5 12.3 12.9 28.3 32.6 36.4 44.1 40.3 42.2 92.5
O-E 0.5 -5.5 19.6 -7.4 7.1 -11.3 2.0 -3.1 -3.5 3.7 -0.9 1.7 -2.6 8.6 -13.1 3.7 -6.2 9.5
(O-E)2
0.25 30.3 334.2 54.8 50.4 127.7 4.0 9.6 12.3 13.7 0.81 2.89 6.8 74.0 171.6 13.7 38.4 90.3
(O-E)2
E
0.009 1.06 11.17 1.74 1.53 1.77 0.4 0.86 0.9 1.1 0.06 0.01 0.21 2.03 3.89 0.38 0.91 0.97 28.95
Source: Researcher’s Computation
(r – 1)(c – 1)
(6 – 1)(3 – 1)
5(2)
df = 10
X2
0.05 = 18.31
X2
cal = 28.95
Since 28.95 > 18.31
:. Ho is rejected while H1 is accepted i.e there is a significant difference between the type of Public Mass Transit (PMT)
respondents patronize and the degree of satisfaction with the services of these PMTs.
Table 4: Summary of Frequency Distribution Relating to Safety and Timeliness
Item Content Completely
satisfied
Strongly
satisfied
No
opinion
Strongly
dissatisfied
Completely
dissatisfied
Total
11. Mass Transit Buses are
safe, and well secured
22.5% 55% 9% 11.5% 2% 100%
12. Mass Transit Buses have
recorded very few accidents
in recent time
63% 18% 8% 7% 4% 100%
13. Drivers are always time
conscious when they stop
on the way for passengers
to eat or relax
14% 10% 14% 44% 18% 100%
14. Drivers always arrive on
time for departure
12% 17% 6% 37% 28% 100%
15. Mass Transit Buses always
get to their destinations at
appointed time
8% 12% 10% 48% 22% 100%

Table 5: Summary of Frequency Distribution Relation to Comfort and Reliability
satisfied
Strongly
satisfied
No
opinion
Strongly
dissatisfied
Completely
dissatisfied
Total
16. The seats of buses are always comfortable and
properly inclined and clean
7% 12% 12% 42% 27% 100%
17. Urban Mass Transit Buses are usually not
overloaded with excess passengers
8% 22% 6% 38% 26% 100%
18. There is always adequate leg space whenever
one sits in the U.M.T. buses
14% 12% 4% 32% 38% 100%
19. U.M.T.A buses do not break down too
frequently
26% 42% 8% 14% 10% 100%
20. If repair or replacement is not immediately
possible passengers are usually refunded their
transport fare
12% 15% 9% 35% 34% 100%
Table 6: Summary of Frequency Distribution Relating to Transport Fare Charged by P.M.T.A
satisfied
Strongly
satisfied
No
opinion
Strongly
dissatisfied
Completely
dissatisfied
Total
21. Transport fare charged
by U.M.T.A in most
routes are moderate
25% 39% 15% 15% 6% 100%
22. U.M.T.A. do not charge
additional fare on
luggage
41% 28% 8% 14% 9% 100%

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