Benchmarking Users’ Satisfaction with Public Transport Services in Nigeria

Abstract

Public transport refers to the means by which larger proportions of urban dwellers gain physical access to the goods, services, and activities they need for their livelihoods and well-being. Public transportation therefore plays a very important role in both the developed and developing world cities. Therefore, it is important to understand the needs/perceptions of the transport users in order for policy makers to make better decisions and provide better transport services. A users’ perception survey was carried in order to find out how satisfied public transport users are with the public transport services provided in Nigeria. The survey was carried in Warri, Lagos, Ughelli and Benin. Relative Importance Index (RII) was applied in the analysis to evaluate the performance of the public transport system and benchmarked between the four cities. It was found out that Lagos has the lowest level of RII values when compared to the others; the values fell below the 0.60 cut off which indicates low performance.

Keywords: Public transport Performance, Benchmarking, Nigeria.