Analysis of Public Transport Service Quality and Satisfaction of Customers in Kogi State

Abstract

This research made a descriptive analysis of Public Transport Service Quality and Satisfaction of Customers in Kogi State. The study ascertained the
differences between the perceived PTS and the expected PTS by Customers in Kogi State. Survey research design was used based on the quantitative nature of the study. Kogi State was the focused area relative to PTSQ. The study selected the sample of three hundred and sixty two (362). The technique adopted is multi-stage. The analysis of data was achieved using descriptive statistics. Paired-samples t test was also used. Findings showed that expected reliability in public transportation service is more than the perceived reliability in public transportation service; the perceived frequency of PTS fall short of the expected frequency of PTS (that is, the perceived service frequency is low compared to the expectation of the Customers on the public transport service in Kogi State); perceived fare level is higher than the expected fare level of PTS in Kogi State; and that perceived safety in PTS is low compared to the expected safety in PTS.