ENHANCING TRANSPORT SERVICE QUALITY AND CUSTOMER SATISFACTION IN LAGOS METROPOLIS: A STUDY OF LAGOS MAINLAND
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Date
2024-06
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Journal of Finance, Governance and Strategic Studies
Abstract
This study investigates the relationship between transport service quality and customer satisfaction
in Lagos Mainland, a growing economy in Nigeria. A population of 720 commuters and transport
workers was surveyed, and data from 60 commuters and 60 transport-related workers were
analyzed using mean statistics, standard deviation, and t-test. The findings highlight issues such as
inadequate quality conformity in passenger vehicles, unprofessional conduct among bus operators,
high and unjustifiable fares, and the need for a comprehensive policy to regulate transport fares.
Recommendations include the involvement of professional bodies in transport studies, collaborative
efforts among stakeholders, and the enforcement of appropriate laws to ensure passenger safety,
conformity with global standards, and improved service quality.