FES2020: Evaluation of Passenger Perception of Public Land Transport Terminal Building in Abuja-Nigeria.

Abstract

Transportation refers to systems which are designed to convey people and goods from one point to another. Transportation plays an important role in the economic systems of most developed countries of the world. The public land transport system in Abuja, which caters for about 1.4million commuters, is today confronted with many complicated and heterogeneous problems. This study therefore is aimed at evaluating passengers satisfaction with the service quality attributes of public land transport terminal buildings in Abuja, Nigeria, in order to “mixed-method” technique through two survey research which involved qualitative and quantitative data collection methods. A survey was carried out and five (5) samples of transport terminal buildings were selected for this study, which includes; Nyanya-Karu-Maraba axis, Kubwa- Zuba-Suleja axis, Lugbe-Kuje-Gagwalada axis, Dutse-Bwari axis, and the city center axis. A random selection of 400 public land transport terminal building in Abuja, using a self-administered questionnaire. The data collected was analyzed using descriptive statistics and finding were presented in form of table and charts, illustrating passengers perceptions on the quality attributes of facilities and services provided in Abuja land transport terminal buildings. Out of 14 variables analyzed, 12 quality attributes services of public Land transport terminal building in Abuja were strongly unsatisfactorily recorded by the respondents. Only 2-variables (p7 and p12) partially met the expectations of passengers. The study therefore showed that, users of public land transport were not satisfied with the quality attribute of facilities and services provided in Abuja transport terminal buildings.