PERCEIVED SERVICE QUALITY AND PASSENGER SATISFACTION WITH BUS RAPID TRANSIT (BRT) SERVICE IN LAGOS STATE, NIGERIA
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Date
2025
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EKSU INTERNATIONAL JOURNAL OF MANAGEMENT AND DEVELOPMENT STUDIES
Abstract
With the increasing pressure on urban transport networks to provide efficient and
reliable services, there is need to examine how passengers perceive service quality
and the influence on passenger satisfaction. This study investigated the influence of
the dimensions of service quality, including reliability, comfort, convenience,
responsiveness and safety on perceived service quality of Bus Rapid Transit (BRT)
service and its influence on passenger satisfaction in Lagos State, Nigeria. A cross
sectional research design was employed using a structured questionnaire
administered to 384 BRT passengers, with 248 valid responses. Structural Equation
Modeling (SEM) was used to analyse the data. Findings indicate that perceived
service quality significantly influence passenger satisfaction, with dimensions such as
reliability, convenience, responsiveness and safety having significant positive
influence on perceived service quality. However, comfort has no significant influence
on perceived service quality. The study underscores the need for continuous
assessment of service quality of BRT to align with passenger expectations and
sustainable urban mobility.