USERS’ SATISFACTION WITH INTERCITY BUS TERMINAL QUALITY IN LAGOS STATE, NIGERIA
Globally, efficient intercity public transport relies on well-designed and high-quality terminal facilities and services to enhance accessibility, mobility, and safety for passengers and freight. Despite governmental efforts, bus terminals in Nigerian urban areas are becoming hotspots for unregulate...
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| Format: | Article |
| Language: | English |
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Silesian University of Technology
2024-06-01
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| Series: | Scientific Journal of Silesian University of Technology. Series Transport |
| Subjects: | |
| Online Access: | https://sjsutst.polsl.pl/archives/2024/vol123/277_SJSUTST123_2024_Salisu_Gafar_Akanmu_Sanni_Fasina.pdf |
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| author | Umar Obafemi SALISU Mubarak Olabanji GAFAR Ayobami Ademola AKANMU Sekinat Motunrayo SANNI Simeon Oluwagbenga FASINA |
| author_facet | Umar Obafemi SALISU Mubarak Olabanji GAFAR Ayobami Ademola AKANMU Sekinat Motunrayo SANNI Simeon Oluwagbenga FASINA |
| author_sort | Umar Obafemi SALISU |
| collection | DOAJ |
| description | Globally, efficient intercity public transport relies on well-designed and high-quality terminal facilities and services to enhance accessibility, mobility, and safety for passengers and freight. Despite governmental efforts, bus terminals in Nigerian urban areas are becoming hotspots for unregulated activities and traffic chaos. In response, this study investigates users’ satisfaction with Lagos State's intercity bus terminal quality, analysing socio-economic profiles, satisfaction levels with quality of terminal facilities (QoTF) and services (QoTS), and challenges impacting terminal operations. Using a cross-sectional survey, 200 questionnaires were distributed to terminal users, employing a multistage sampling technique. Descriptive (weighted mean analysis) and inferential (multiple linear regression [MLR] analysis) statistics were employed for data analysis. Results indicate that the majority of respondents are male, aged below 40, and permanent terminal users. Satisfaction is noted with 13 out of 24 parameters of QoTF, with top-ranking parameters including parking space, restaurant facilities, and waste disposal facilities. However, dissatisfaction is expressed with 8 out of 14 parameters of QoTS. Least-satisfied QoTS parameters include staff attitudes, passenger safety, and bus service reliability. Top-rated challenges affecting terminal operations are security concerns, sanitation facility deficiencies and insufficient passenger amenities. MLR analysis indicates a significant influence of terminal facilities on overall service satisfaction (F= 2.899, p= 0.000 <0.05). In conclusion, enhancing both terminal facilities and services is crucial for efficient operations in Lagos State's bus terminals. Recommendations include improving security measures, sanitary infrastructure and staff training to address user concerns and enhance satisfaction. |
| format | Article |
| id | doaj-art-fea482270ea24ca68b489ada7148fcae |
| institution | Kabale University |
| issn | 0209-3324 2450-1549 |
| language | English |
| publishDate | 2024-06-01 |
| publisher | Silesian University of Technology |
| record_format | Article |
| series | Scientific Journal of Silesian University of Technology. Series Transport |
| spelling | doaj-art-fea482270ea24ca68b489ada7148fcae2025-01-02T23:36:30ZengSilesian University of TechnologyScientific Journal of Silesian University of Technology. Series Transport0209-33242450-15492024-06-0112327730210.20858/sjsutst.2024.123.14USERS’ SATISFACTION WITH INTERCITY BUS TERMINAL QUALITY IN LAGOS STATE, NIGERIAUmar Obafemi SALISUMubarak Olabanji GAFARAyobami Ademola AKANMUSekinat Motunrayo SANNISimeon Oluwagbenga FASINAGlobally, efficient intercity public transport relies on well-designed and high-quality terminal facilities and services to enhance accessibility, mobility, and safety for passengers and freight. Despite governmental efforts, bus terminals in Nigerian urban areas are becoming hotspots for unregulated activities and traffic chaos. In response, this study investigates users’ satisfaction with Lagos State's intercity bus terminal quality, analysing socio-economic profiles, satisfaction levels with quality of terminal facilities (QoTF) and services (QoTS), and challenges impacting terminal operations. Using a cross-sectional survey, 200 questionnaires were distributed to terminal users, employing a multistage sampling technique. Descriptive (weighted mean analysis) and inferential (multiple linear regression [MLR] analysis) statistics were employed for data analysis. Results indicate that the majority of respondents are male, aged below 40, and permanent terminal users. Satisfaction is noted with 13 out of 24 parameters of QoTF, with top-ranking parameters including parking space, restaurant facilities, and waste disposal facilities. However, dissatisfaction is expressed with 8 out of 14 parameters of QoTS. Least-satisfied QoTS parameters include staff attitudes, passenger safety, and bus service reliability. Top-rated challenges affecting terminal operations are security concerns, sanitation facility deficiencies and insufficient passenger amenities. MLR analysis indicates a significant influence of terminal facilities on overall service satisfaction (F= 2.899, p= 0.000 <0.05). In conclusion, enhancing both terminal facilities and services is crucial for efficient operations in Lagos State's bus terminals. Recommendations include improving security measures, sanitary infrastructure and staff training to address user concerns and enhance satisfaction.https://sjsutst.polsl.pl/archives/2024/vol123/277_SJSUTST123_2024_Salisu_Gafar_Akanmu_Sanni_Fasina.pdfbus terminal qualitytransport infrastructuretransport planningusers’ satisfactionlagos statenigeria |
| spellingShingle | Umar Obafemi SALISU Mubarak Olabanji GAFAR Ayobami Ademola AKANMU Sekinat Motunrayo SANNI Simeon Oluwagbenga FASINA USERS’ SATISFACTION WITH INTERCITY BUS TERMINAL QUALITY IN LAGOS STATE, NIGERIA Scientific Journal of Silesian University of Technology. Series Transport bus terminal quality transport infrastructure transport planning users’ satisfaction lagos state nigeria |
| title | USERS’ SATISFACTION WITH INTERCITY BUS TERMINAL QUALITY IN LAGOS STATE, NIGERIA |
| title_full | USERS’ SATISFACTION WITH INTERCITY BUS TERMINAL QUALITY IN LAGOS STATE, NIGERIA |
| title_fullStr | USERS’ SATISFACTION WITH INTERCITY BUS TERMINAL QUALITY IN LAGOS STATE, NIGERIA |
| title_full_unstemmed | USERS’ SATISFACTION WITH INTERCITY BUS TERMINAL QUALITY IN LAGOS STATE, NIGERIA |
| title_short | USERS’ SATISFACTION WITH INTERCITY BUS TERMINAL QUALITY IN LAGOS STATE, NIGERIA |
| title_sort | users satisfaction with intercity bus terminal quality in lagos state nigeria |
| topic | bus terminal quality transport infrastructure transport planning users’ satisfaction lagos state nigeria |
| url | https://sjsutst.polsl.pl/archives/2024/vol123/277_SJSUTST123_2024_Salisu_Gafar_Akanmu_Sanni_Fasina.pdf |
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