PERCEPTION OF COMMUTERS ON THE QUALITY OF SERVICE RENDERED BY LAGBUS IN LAGOS STATE, NIGERIA

Abstract

This paper examines the perception of commuters on the quality of services rendered by LAGBUS. Lagos state has continously witnessed unprecedented population growth as well as traffic congestion. This growth has resulted to pressure on existing transport infrastructure which necessitated the introduction of LAGBUS by the state government to improve transport service. The study made use of primary and secondary sources of data. The primary data was obtained through the distribution of one hundred and twenty (120) copies of questionnaire to respondents through random sampling technique to LAGBUS users but only 106 copies were returned. Descriptive statistics including tables cross tabulation and charts were used to analyze the data. The findings showed that 92.5% of the respondents have been using LAGBUS for more than a year due to cheaper cost and stable price of travel as compared to other forms of public transport providers in the state. 37.7% and 39.6% of the respondents were of the view that they patronize LAGBUS due to its comfortability (comfort seats) and restriction of preaching and trading respectively. The rating of the services of LAGBUS showed that 88% and 58.5% of the respondents were of the view that their services were satisfactory and regular respectively. Long waiting time is the most challenging problem faced as revealed by 58.5% of the respondents. The study recommends that more buses should be designated to strategic or populated bus stops to reduce passengers’ long waiting time as well as the provision of more road infrastructure such as parking space, alternative routes and road expansion.

Keywords

• commuters
• congestion
• infrastructure
• public transportation
• waiting