ASSESSMENT OF THE INFLUENCE OF DIGITAL TRIP TICKETING OF PEACE MASS TRANSIT ON PASSENGERS’ SATISFACTION IN ABUJA METROPOLIS, NIGERIA

Abstract

Service quality is a significant factor to passenger satisfaction and when passengers are satisfied with services offered, their level of patronage will increase. Thus, led to this study in order to evaluate the influence of digital trip ticketing of Peace Mass Transit (PMT), Abuja on passengers’ satisfaction. This study adopts the survey design approach. The study collected primary data with the use of questionnaires, oral interview and field observations. A sample of 400 passengers were randomly selected for the purpose of the study. Data collected included socio-economic information of passengers, passengers’ perception on booking online, effects of digital system on passengers’ patronage, and factors limiting the use of digital platforms in Nigeria. Both descriptive and inferential statistical tools were used to analyze data from field work. The SERVQUAL Model was used to analyze the level of passenger satisfactions with the service quality. Findings shows that 56% of passengers sampled were within age group 21-40 years, 79% of passengers had higher degree qualifications, 37% of passengers were earning below N50,000 monthly, 45% were involved in both online and manual ticketing methods while 45% of passengers’ travels between 50 and 100km above. Passengers are generally not fully satisfied with the digital ticketing services of PMT, with an overall gap score of -0.75. All service attributes are below passenger’s expectation with negative attributes gap score, only security of passenger information and user friendliness of website met passenger expectations. It is therefore concluded that service quality is a significant factor to passenger satisfaction and when passengers are satisfied with services offered to them their level of patronage will increase. The study further recommends that incentives such as discounts should be provided by transport companies so as to improve passengers’ usage of digital ticketing systems, customers satisfaction on services offered must be the core value which drives transport operation principles.