A Study of Customer Service, Ambient condition and Customer Patronage in the Public Transport Sector in Lagos State, Nigeria

Abstract

The study identifies customer service factors influencing patronage and determines the relationship between ambient condition and passengers’ repeat patronage intentions using Bus Rapid Transit (BRT) as a form of public transport. Descriptive survey research design was used for the study. Data were gathered through the use of structured questionnaire personally administered on the passengers of BRT in four different zones of Lagos state with the presence of BRT bus stops. Simple random and convenient sampling techniques were used to select both the bus stops and respondents of the study. Two BRT bus stops from each of the four zones were selected using simple random sampling technique. From each of the eight bus stops thirty (30) respondents were conveniently selected; bringing the total sample to 240. The data collected were analyzed using frequency tables, Logit and regression models. Results showed that customer service factors viz; accessibility, travel time, waiting time, transport fare, comfort, reliability and customer care were the major customer service factors that significantly influenced passenger repeat patronage. Also, findings revealed that humidity, lighting, aroma, neatness and ventilation had significant positive relationship with repeat patronage. The study concluded that increased customer service and ambient condition led to increased customer repeat patronage in the public transport sector Lagos State, Nigeria.