Abstract
ABSTRACT This study wishes to reveal the gap between perceptions and expectations of the quality of services offered by long-distance bus transport services in Ghana and Sierra Leone. The study also reveals if there are differences, with statistical significance, in the sample response due to the three variants which are pre-departure, departure, and arrival. The research uses the SERVQUAL instruments which have been applied to a random sample of 107 persons from both countries. The study outcomes show that the expectations are higher than the perceptions in terms of all dimensions in both countries and also demonstrate the differences among pre-departure, departure, and arrival variants among the two countries. The study provides suggestions to raise the quality of services delivered to passengers on those long-distance transport buses.
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