AN EVALUATION OF ABUJA URBAN MASS TRANSIT OPERATION IN NIGERIA
Abstract
The study examines Abuja Urban Mass Transport Company (AUMTCO) passengers perspective level of performance and satisfaction and overall service quality. The aim of the study is to assess urban mass transit system in Abuja and it's performance in terms of quality of service and user's satisfaction. Structured questionnaires and secondary data were used for the analysis. The primary data include passengers' response on the quality of service (reliability, safety, affordability, comfortably and waiting time), road networks, and number of trip per day by operators, operating speed, vehicle speed, and waiting time. The total number of completed questionnaires for the survey was 200 for users. The sampling technique used was random sampling from several bus stops in the study area. Data were analyzed using the appraisal standards for public mass transit systems and IPA quadrant analysis and Multiple Regression statistical techniques for testing the hypothesis. The researchers observed that the operators of urban mass transit in the study area were operating at a load factor of 146% and 94.8% at peak and off-peak respectively, with an average of waiting time of 30 minutes at the bus stops. The overall performance of the service is considered moderate. While passengers are satisfied with safety , affordability and reliability, there is need for improvement in the waiting I me and comfortability of the service. The hypothesis result show that there is a statistical relationship between passenger throughput and fare, safety, reliability, comfort ability and waiting time. The study recommends that there is need to improve the comfort ability of service, waiting time at bus stops and the overall quality of service.
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