Passenger Expectations about the Quality of Service on the Inter-City Rail System in South-West Nigeria

Abstract

Rail transport is essential for economic and industrial development. Passenger Perceptions of Service Quality on the Inter-City Rail System in South-West Nigeria are investigated in this study. To achieve this goal, a descriptive research design was utilised to analyse data obtained by a questionnaire survey from 300 passengers on a single route. The passengers were chosen using a convenient/purposive selection approach, and the respondents were chosen using simple random sampling procedures. With the use of SPSS, the data acquired through the questionnaire was examined utilising statistical tools such as descriptive and inferential analysis. Security and safety measures have a considerable impact on passenger happiness (R2 = 0.762, p value=0.000), while rail accessibility has a large impact on passenger satisfaction (R2 = 0.762, p value=0.000). The study’s main finding is that passengers’ evaluations of the service quality provided by the intercity rail system were mediocre. As a result, basic requirements and monitoring of passengers’ assets must be carefully verified to ensure the safety of their possessions, and the government should strive to establish a strong road network so that passengers who use rail service regularly may access rail stations more easily.

Keywords: Accessibility, Rail service quality, passenger satisfaction

DOI: 10.7176/EJBM/14-10-11

Publication date:May 31^st 2022