Assessment Of The Quality Of Interstate Road Transport Service In Minna, Niger State

Abstract

This study assessed the quality of interstate road transport service in Minna, Niger state using SERVPERF and Importance Performance Analysis (IPA). Twenty-two (22) service quality variables shared among five service quality dimensions were used to assess the quality of service of seven major inter-state motor parks. The study adopts a descriptive research design. A sample of 301 passengers was used for the study, while proportional stratified random sampling was used to compose the sample size for each park. Questionnaires were administered to the passengers for data collection. Structured questionnaire was used to collect data on level of satisfaction with services provided. Mean, frequencies, tables and charts were used for analysis. It was found that about 15.3% of users were very unsatisfied, 27.6% were unsatisfied, 32.2% were neither satisfied nor unsatisfied while 24.9% were either satisfied or very satisfied with quality of service. Long waiting time, bad terminal facilities, safety of luggage, congestion at parks, bad driver attitude, uncomfortable vehicles and overloading were the major issues users faced with inter-state services. Based on the findings, it was recommended that service providers should look to decreasing waiting time by sticking to schedules where available, improve on provision and maintenance of terminal facilities and orient drivers to curb bad attitudes.