EVALUATING THE RATE OF COMMUTER SATISFACTION AMONG THE PUBLIC AND PRIVATE COMPANIES IN OWERRI

ABSTRACT

This study is undertaken to evaluating the rate of commuter satisfaction among the public and private companies in owerri.One hundred A total of one hundred (100) respondents consisting of passengers from ITC and Chisco transport Companies.In order to achieve the aim of the study, the following objectives included to determine the level of commuter’s satisfaction in commercial bus operations in Owerri, to examine the effects of price irregularity on commuter’s’ satisfaction in commercial bus operation in Owerri and to determine the challenges facing commercial bus passengers in Owerri. The study indicates that buses are aged; there is high breakdown of buses and very limited supply of buses. Also, commuters are charged very high transport fares on low quality of bus service given to them. Therefore, the service is found not reliable and safe. Excessive waiting time and long walking distance to reach the service make it inconvenient. Moreover, high overcrowding and pick pocketing make it uncomfortable and insecure. Correspondingly, the quality of the service is poor and commuters are not satisfied with commercial bus transport in Owerri.The study recommends that a flat fare or distance related fare should be encouraged along the study area while efficient traffic management techniques should be adopted by government to ease congestion in order to reduce travel time of commuters along the study area.

CHAPTER ONE

INTRODUCTION

1. Background of the Study

The increasing travel demand and preferences for using private vehicles is creating rapid motorization in many countries throughout the world, and most people are now highly dependent on private motorized travel, owing to the attractiveness of using private car in transportation(Beirão & Sarsfield Cabral, 2007). Increased private motorization has resulted in and exacerbated traffic congestion, resulting in lengthier commute times for many people (Beirão & Sarsfield Cabral, 2007).

In addition to causing congestion, private motorization has a negative impact on road safety, and the increasing consumption of non-renewable cars has posed a severe threat to human ecosystems. Many difficulties in public transportation, according to researchers, can be avoided by enhancing service quality(Kodukula, 2009). In the future, public transportation should be a viable option for sustainable transportation. But, in order to retain and attract additional customers, public transportation must provide high-quality service that meets a wide range of customer needs (Anable, 2005). The transportation service industry includes a variety of modes such as air, sea, trains, pipelines, and road transportation. However, the focus of this study was on rapid transportation, which falls under the category of road transport. A rapid bus uses a dedicated lane and may transport a large number of passengers to work, home, hospital, school, and leisure.In contrast to commuter buses, which regularly stop anywhere in city centers, rapid buses only stop at designated bus stops along the route. Intercity buses either by the government or the commercial sector can be found all over the world(Young, 2004).

Despite the popularity of the means of transportation, passengers have complained about the poor quality of service provided. Researchers and transportation experts attempted to isolate all problems connected to transportation satisfaction levels. Fellesson and Friman (2008), for example, undertook a study in European countries to analyze passenger happiness in public transportation. The findings revealed that passengers were dissatisfied with the reliability of information, waiting time at bus stops, seat comfort, and staff skills, knowledge, and attitudes toward passengers. Similar studies have been conducted in Africa, where road transit predominates over other modes of transportation. Odufuwa (2006) highlighted some indicators for public transport to offer more efficient and safer services to passengers (Okoko, 2007).

For decades, Nigeria has had similar difficulties in handling travelers during peak hours. Fellesson and Friman (2008) conducted a transnational comparison of customers' perceived satisfaction with public transportation in several locations, including Owerri.The findings revealed four general factors: system factors such as traffic supply, reliability, and information; bus and bus stop design that makes customers comfortable and enjoy the travel experience; staff skill, knowledge, and attitude toward customers; and safety not only in the bus and bus stop but also in traffic accidents. Additionally, changes in public transportation technology and infrastructure were found to create variances in individual item loadings.

Eboli and Mazulla (2007) evaluated service quality qualities relevant for customer satisfaction in Cosenza, Italy, with a bus transit service. The importance and satisfaction with 16 service quality factors were rated by respondents (bus stop availability, route characteristic, frequency, reliability, bus stop furniture, bus overcrowding, cleanliness, cost, information, promotion, safety on board, personal security, personnel, complains, environmental protection and bus stop maintenance). The findings indicate that service planning is an essential latent variable for worldwide customer satisfaction, as evidenced by dependability, frequency, information, promotion, personnel, and complaint.According to Beiro and Sarsfield Cabral (2007), the benefits of using public transportation in Portugal are summarized. The outcome emphasizes the necessity of affordable and stress-free public transportation. It is seen to be less stressful because there is no need to drive, one can relax, and one may be able to rest or read. Traveling by bus is deemed faster than driving because there is less emissions.

As a result, municipals, city councils, and the ministries of works, transportation, and communications have addressed the issue whenever they convene in economic forums and agendas. Sadly, no single remedy has been able to tackle the current situation because extending roads or improving modes of transportation tend to attract greater demand.It is not unusual to see cities clogged with traffic jams and perpetual congestion, which jeopardize all economic activity and social life in urban regions (World Bank and OECD, 2003).

Transportation in Lagos state has improved over the years, since Lagosians previously relied on a huge fleet of 75,000 minibuses (danfo), as well as a smaller number of midi buses (molue) and shared taxis (kabu-kabu). They used motorbike taxis for local trips (okada). Danfo and Molue are low-quality modes of transportation with changeable rates and slow and painful travels. They prefer short lengths to maximize profit over long distances to meet demand, and their drivers are known to be violent.

Inadequate management of commercial bus operations has resulted in vehicle breakdowns, resulting in goods and persons not reaching their destinations on time. This has cost the country a significant amount of money in terms of revenue, transportation infrastructure damage caused by careless drivers, and loss of life and property. The majority of commuters in Nigeria are extremely dissatisfied with the state of commercial bus operations. Overspeeding of vehicles, bad driver attitude, air pollution, lack of clean cars, high overloading of personnel and cargo, traffic congestion, and poor safety and security are the most common reasons for discontent with commercial bus transportation.

The Lagos Metropolitan Transport Area Authority (LAMATA) was established in 2002 by a State Act (LAMATA Law) to control the transport and traffic menace in Lagos state, with a focus on metropolitan areas. In 2008, BRT lanes were established to reduce traffic on specific corridors through the use of high passenger capacity buses. During this time, the Lagos bus (LAGBUS) was also introduced to help the efficiency of the BRT buses. (Lagos Metropolitan Area Transport Authority 2010).

Previous research on public bus transportation services at the national and local levels has focused on constraints (Aworemi 2009; Aderamo 2010), impacts (Gbadamosi 2009; Ashiedu 2011), and the effect of congestion on vehicle movement (Ibitoye et al.2012), but there is little literature on commuter satisfaction with commercial bus service operations in Nigerian cities.To retain and attract more bus passengers, public bus transportation must provide high-quality service that meets and fulfills a broader range of various customer needs. Increased passenger satisfaction results in retained markets, higher system use, new customers, and a more good public image. To achieve these goals, transit need dependable and efficient ways for determining the determinants of service quality based on customer perceptions.Based on this backdrop, the present study seeks to evaluate the rate of commuter satisfaction among the public and private companies in Owerri.

Statement of the Problem

The primary function of the urban public transportation industry should be to please customers. When passengers are satisfied, the public sector is recognized with providing effective service options. Imo state has one of Nigeria's fastest expanding urban areas. This growth in population is a result of the economic, social, and educational opportunities it brings.Even as the population continues to grow and commuters inside urban areas continue to travel larger distances, the limited capacity of current transportation infrastructure will be stretched to its limit, causing a restraint in public demand for travel.

The government and transportation stakeholders worked together to overcome the difficulty by establishing a transportation firm that adheres to all transportation regulations. Also, the mode can transport more than three times the number of passengers that a commuter bus can. Despite tremendous efforts by the government and transportation partners, the mode of transportation continues to face various and severe obstacles. Kinyama and colleagues' (2008) work contains extensive materials about the poor quality of service provided in public transportation. However, after thorough review of literature, it was noticed that there are knowledge gap to understand the level of satisfaction of passengers in Owerri. It is based on this background that present study seeksto evaluate the rate of commuter satisfaction among the public and private companies in Owerri.

Objectives of the Study

The main objective of this study is to seek to evaluate the rate of commuter satisfaction among the public and private transportation companies in Owerri. Other specific objectives of the study include;

1. Examine the level of commuter’s satisfaction in commercial bus operations in Owerri
2. Examine the effects of transport fare price on commuter’s’ satisfaction in commercial bus operation in Owerri
3. Examine the challenges facing commercial bus passengers

Research Questions

The following questions were asked to give the direction to the present study;

1. What is commuters’ opinion in terms of satisfaction about the quality of the transport service provided by commercial buses in Owerri?

1. Does the price of transport fare influences commuter’s satisfaction in commercial bus operation in Owerri?
2. What are the challenges facing commercial bus passengers in Owerri?

Research Hypotheses

The following were hypothesized in this study;

Hypothesis One

H0: There is no significant effect of commuter’s satisfaction on the operation of the public and private transportation companies in Owerri

H1: There is a significant effect of commuter’s satisfaction on the operation of the public and private transportation companies in Owerri

Hypothesis Two

H0: There is no significant relationship between commuter’s satisfaction and the operation of the public and private transportation companies in Owerri

H1: There is a significant relationship between commuter’s satisfaction and the operation of the public and private transportation companies in Owerri

1.5 Significance of the Study

          The study would help a researcher to expand knowledge on urban public and private transport services in Owerri metropolis, Imo State Nigeria. The study would help various urban transport service providers to develop new insights in marketing strategies by being able to offer the best service to their commuter’s so as to retain and maintain them.

The study would also help various stakeholders such as government, bus owners and bus operators segment their target market so as to be in a position to serve that niche very well and this would make the service providers to be beyond competitors.

The study would assess the overall commuter’s satisfaction in commercial bus operations by revealing the importance of attracting, acquiring, winning and retaining commuters as a key success factor to win the competitive environment.

The study would also help policy makers in the country understand the economic contribution of public urban transport industry in order for them to make strategic decisions involved in the running of business.

Also, the study add knowledge, which bridge gap found in previous work of scholars investigated passengers’ satisfaction inpublic transport.

1.5 Scope of the Study

          This study is limitedtherate of commuter satisfaction among the public and private transportation companies in Owerri. The ITC and the Chisco Transport Company would be adopted for this study.

Study Area

This study was conducted in Owerri. Owerri is the capital city of Imo State in Nigeria, set in the heart of Igboland. It is also the state's largest city, followed by Orlu, Okigwe and Ohaji/Egbema. Owerri consists of three Local Government Areas including Owerri Municipal, Owerri North and Owerri West, it has an estimated population of about 1,401,873 as of 2016 and is approximately 100 square kilometres (40 sq mi) in area. Owerri is bordered by the Otamiri River to the east and the Nworie River to the south.The Owerri Slogan is Heartland.

Limitation of the Study

This research work would have included Lagos state as a case study and would have focused on more variables in bus transportation, but due to the validity of data collection and the researcher's time constraints, the study work will be limited to Owerri metropolitan and will focus more on commuter satisfaction in commercial bus transportation (private and public). The convenient sampling approach was employed for this research since the relative cost and time necessary to carry out a convenience sample are lower in contrast to probability. This allows the researcher to acquire the sample size in a very short period of time.