PERCEIVED SERVICE QUALITY AND PASSENGER SATISFACTION WITH BUS RAPID TRANSIT (BRT) SERVICE IN LAGOS STATE, NIGERIA

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dc.contributor.authorIghomereho Salome
dc.date.accessioned2025-05-23T18:56:57Z
dc.date.available2025-05-23T18:56:57Z
dc.date.issued2025
dc.description.abstractWith 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.
dc.identifier.urihttps://repository.run.edu.ng/handle/123456789/4758
dc.language.isoen
dc.publisherEKSU INTERNATIONAL JOURNAL OF MANAGEMENT AND DEVELOPMENT STUDIES
dc.titlePERCEIVED SERVICE QUALITY AND PASSENGER SATISFACTION WITH BUS RAPID TRANSIT (BRT) SERVICE IN LAGOS STATE, NIGERIA
dc.typeArticle
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