Road Transport Management and Customer Satisfaction in Nigeria: A Study of Imo State Transport Company, Nigeria (Published)
Road transportation is one of the engine of an economy as it links both the producers and consumers. But ineffective and inefficient management of road transportation system have crippled development of the Nigerian economy and social activities which have resulted in dissatisfaction among the customers in the industry. To this end, the study examined road transport management and customers’ satisfaction in Nigeria using SERVQUAL Model with focus on Imo Transport Company. Nigeria. The study used primary data collected through questionnaire as survey instrument to elicit the service quality perceptions of road passengers. The results of the study indicated that the six SERVQUAL dimension showed that there is a strong relationship between customers’ satisfaction and public transport service in Nigeria. Thus, from perspectives of the passengers, road transportation and customer’s satisfaction is very essential for the movement of goods and people. Based on the finding, the study recommended regular maintenance of vehicles and roads and provision of quality customer services that will satisfy the commuters who constantly use the roads must be put in place in order to achieve customers’ satisfaction and thus improve economic activities.
Road safety and the increasing death toll on Ghana’s roads remain a prominent, emotive issue with terrible impacts on communities and families. Quality road transport infrastructure is very critical to ensure road safety for all passengers. This study sought to explore the state of transport infrastructure in ensuring passenger safety. The study was conducted in Kejetia, the biggest open bus terminal in Ghana. The study revealed that the most pressing problems faced by operators, passengers and drivers at the lorry terminal include driver parking at any vantage point, vendors taking over the terminal space and the gradual emergence of market in and around the terminal. It also found out that the terminal lacks basic facilities such as a clinic, security post and fire station to provide essential services to all users of the terminal. The terminal also lacks adequate signage to aid in providing a safe haven for passengers and drivers. Management of the terminal as well as city authorities must restructure their local transport policies regarding road terminal operations and re-align, enforce and monitor overall transport operations in the city.