Abstract
In Ghana, minibus taxis (trotros) are an important mode of transport that commute about 60% of the traveling public. In spite of their popularity, minibuses are generally inefficient, disorganized and have low service quality. In an attempt to assess service quality of the service, a modified SERVPERF tool was developed. Differences in perceptions of service quality between male and female respondents were also assessed, and the attractiveness of certain technological features as possible remedies to service quality issues were determined. Using an online Google forms version of the modified SERVPERF, responses from nearly one thousand commuters were collected. The link to the questionnaire was dispersed via social media (Whatsapp and Telegram) since the data was collected during the outbreak of COVID-19 in Ghana. Following a factor reduction, the most important service quality factors determined to affect trotro users were (i) Reliability of the service, (ii) Variability in cost and (iii) Responsiveness. Respondents also identified technologies that could help them (a) book, (b) report driver misbehavior, (c) make safe e-payments and (d) track the location of trotros, as most likely to improve their trotro service quality. The findings suggest that some mobility as a service features could have possible benefit for the trotro. The study is however limited in its ability to determine the exact impact of these technologies since it uses a stated preference approach. Future research could explore the willingness of other stakeholder groups such as operators in adopting these technologies since their participation would be key to the success of any such scheme.
Highlights
Paratransit in Ghana are the primary mode of transport for the majority of commuters
Three key service quality factors: reliability, variability in cost and responsiveness were determined to affect trotro users based on the modified SERVPERF used in this study
The study in particular highlights the importance of the construct ‘variability in cost’ to trotro users
Summary
Paratransit in Ghana are the primary mode of transport for the majority of commuters. The combination of the low service quality and negative stereotypes that have endured over the years, have made the idea of improving the service seem daunting, if not impossible. This poor service quality and the failure of reform to address service challenges, are borne by commuters, majority of whom have access to no other form of transportation. Adjaidoo and Akowuah (2021) as an example, used the dynamic rate leaky bucket algorithm to develop a departure scheduling model for these paratransit buses This algorithm was aimed at improving the reliability of the service since the current service does not have any specific schedules for operation. A review of literature, suggests that some of these technological solutions, may well be needed in the trotro service (Hotor, 2016; Sam et al, 2018)
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