THE QUALITY OF INTRA URBAN PASSENGER BUS SERVICES IN ZARIA, KADUNA STATE, NIGERIA

Presented To

Transportation Department

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ABSTRACT

Regardless of the vital role that intra urban transportation play in any urban area, their services

are frequently insufficient to meet passengers demand and services for their daily commuting.

This study assesses the quality of intra urban passenger bus services in Zaria urban area, Nigeria,

taking into recognition the perception of passengers. The specific objectives were to map the

area coverage and route of intra urban passenger bus services, estimate the average walking

distance, waiting time, passengerâ€Ÿs access to areas of bus pick up and alight points, determine the

passenger bus service quality attributes that influence passenger satisfaction and transportation

problems encountered by passengers and investigate the passengersâ€Ÿ perception on the quality of

bus services in the study area. A purposive sampling technique was used in the administration of

questionnaire to 384 passengers. A five-point Likert scale with "strongly agree" equal 5, "agree"

equal 4, "undecided" equal 3, "disagree" equal 2, and "strongly disagree" equal 1 was used in the

rating. Maps, descriptive statistics, tables, graphs and percentage analysis were used to

summarize the data collected. This study revealed that majority of the passengers (74.5%) walk

within the range of 1-400 metres to access a bus, and a total of 73.5% of the passengers waited

between 1 - 20 minutes before the arrival of a bus, while 44.5% of the passengers walk to their

nearest bus pick up and alight point. Furthermore, the study revealed that passengers showed

satisfaction with transport price with a mean of (3.4), and were undecided on the sufficiency of

buses and frequency of bus services with a mean of (3.0), resulting to the conclusion that

passengers of public bus transport are not satisfied with the services provided in Zaria urban area

of Kaduna state. The study therefore recommends "quality indicators" for public bus transport to

be used to benchmark high quality

TABLE OF CONTENTS

Page

Title Page - - - - - - - - - - - - - - - - - - - - - - .. i

Declaration - - - - - - - - - - - - - - - - - - - - - - . ii

Certification - - - - - - - - - - - - - - - - - - - - - ..iii

Dedication - - - - - - - - - - - - - - - - - - - - - - . iv

Acknowledgement - - - - - - - - - - - - - - - - - - - - .. v

Abstract - - - - - - - - - - - - - - - - - - - - - - .. vi

Table of contents - - - - - - - - - - - - - - - - - - - - .. vii

List of tables - - - - - - - - - - - - - - - - - - - - - xii

List of figures - - - - - - - - - - - - - - - - - - - - - xiii

List of plate - - - - - - - - - - - - - - - - - - - - - . xiv

CHAPTER ONE: NTRODUCTION

1.1 Background of the Study - - - - - - - - - - - - - - - - - . 1

1.2 Statement of the Research Problem - - - - - - - - - - - - - - . 4

1.3 Aim and Objectives of the Study - - - - - - - - - - - - - - - 6

1.4 Scope of the Study - - - - - - - - - - - - - - - - - - .. 6

1.5 Significance of the Study - - - - - - - - - - - - - - - - - . 7

CHAPTER TWO: LITERATURE REVIEW

2.1 Conceptual Framework - - - - - - - - - - - - - - - - . 8

2.1.1 Public Transportation - - - - - - - - - - - - - - - - - 8

2.1.2 Bus (Motorbus) - - - - - - - - - - - - - - - - - - . 8

2.1.3 Passenger - - - - - - - - - - - - - - - - - - - - . 8

2.1.4 Types of bus routes - - - - - - - - - - - - - - - - - . 8

2.1.5 Bus Stop Location - - - - - - - - - - - - - - - - - .. 9

2.2 Service Quality Indices - - - - - - - - - - - - - - - - 11

2.2.1 Service Quality and Measurement - - - - - - - - - - - - - 12

2.2.2 Level of Service Concept - - - - - - - - - - - - - - - . 14

2.2.2.1 Level of Service Definitions - - - - - - - - - - - - - - - .. 15

2.2.3 Quality Loop - - - - - - - - - - - - - - - - - - - 17

2.2.3.1 Quality Gaps - - - - - - - - - - - - - - - - - - - 18

2.2.4 Satisfaction and Service Quality Dimensions - - - - - - - - - - 19

2.3 Relevance of Public Bus Transport - - - - - - - - - - - - - . 20

2.4 Sustainable Urban Transport - - - - - - - - - - - - - - . 22

2.4.1 Push and pull approach - - - - - - - - - - - - - - - - . 23

2.5 Benefits of Improved Bus Service - - - - - - - - - - - - - . 24

2.5.1 System benefits - - - - - - - - - - - - - - - - - - .. 24

2.5.2 Community Benefits - - - - - - - - - - - - - - - - - 24

CHAPTER THREE: THE STUDY AREA AND METHODOLOGY

3.1 The Study Area - - - - - - - - - - - - - - - - - - . 26

3.1.1 Physical Setting of the Study Area - - - - - - - - - - - - - .. 26

3.1.1.1 Geographical Location of the Study Area - - - - - - - - - - - 26

3.1.1.2 Drainage - - - - - - - - - - - - - - - - - - - - . 26

3.1.1.3 Physical Form of Zaria urban area - - - - - - - - - - - - - .. 26

3.1.1.4 Climate - - - - - - - - - - - - - - - - - - - - 27

3.1.1.5 Population - - - - - - - - - - - - - - - - - - - - . 27

3.2 Methodology - - - - - - - - - - - - - - - - - - - - . 29

3.2.1 Reconnaissance Survey - - - - - - - - - - - - - - - - - . 29

3.2.2 Types of data utilized - - - - - - - - - - - - - - - - - . 29

3.2.3 Sources of Data - - - - - - - - - - - - - - - - - - - 29

3.2.3.1 Primary sources - - - - - - - - - - - - - - - - - - 29

3.2.3.2 Secondary sources - - - - - - - - - - - - - - - - - - 30

3.3 Sample Size and Sampling Techniques - - - - - - - - - - - - - 30

3.3.1 Sampling Size - - - - - - - - - - - - - - - - - - - . 30

3.3.2 Sampling Techniques - - - - - - - - - - - - - - - - - 34

3.4 Data Analysis - - - - - - - - - - - - - - - - - - - .. 34

CHAPTER FOUR: PRESENTATION OF RESULTS AND DISCUSSION OF

FINDINGS

4.1 Introduction - - - - - - - - - - - - - - - - - - - 37

4.2 The Socio – Economic Characteristics of Respondents - - - - - - - .. 37

4.2.1 Gender distribution of the respondents - - - - - - - - - - - - . 37

4.2.2 Age distribution of the respondents - - - - - - - - - - - - - . 38

4.2.3 Occupation of the respondents - - - - - - - - - - - - - - . 39

4.2.4 Respondents level of education - - - - - - - - - - - - - - 40

4.2.5 Monthly Income of Respondents - - - - - - - - - - - - - .. 41

4.3 Coverage Area and Route of Intra Urban Passenger Bus Services - - - - . 42

4.3.1 Existing routes and stops in Zaria urban area - - - - - - - - - - . 44

4.4 The Walking Distance, Waiting Time And Passenger’s Access to Bus Pick Up and

Alight Point - - - - - - - - - - - - - - - - - - - - - 48

4.4.1 Passengersâ€Ÿ walking distance to bus pick up and alight points - - - - - - . 48

4.4.2 Passengersâ€Ÿ waiting time at bus pick up and alight points - - - - - - - .. 50

4.4.3 Passengers access to bus pick up and alight points - - - - - - - - - . 52

4.5 Commutter Bus Service Quality Attributes Measures that Influence Passenger

Satisfaction - - - - - - - - - - - - - - - - - - - - - . 54

4.5.1 Transportation problems encountered by passenger bus users in Zaria urban area - 56

4.6 Passenger’s Perception On The Quality Of Bus Services In Zaria Urban Area - . 60

CHAPTER FIVE: SUMMARY, RECOMMENDATION AND CONCLUSION

5.1 Summary of Findings - - - - - - - - - - - - - - - - - 63

5.2 Recommendations - - - - - - - - - - - - - - - - - .. 64

5.3 Conclusion - - - - - - - - - - - - - - - - - - - - 67

REFERENCES - - - - - - - - - - - - - - - - - - - - 68

APPENDIX 1: - - - - - - - - - - - - - - - - - - - - .. 75

.

📄 Pages: 90 🧠 Words: 12278 📚 Chapters: 5 🗂️️ For: PROJECT

👁️‍🗨️️️ Views: 655

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