Factors Influencing Passengers’ Satisfaction of Minicab Services in Akure, Nigeria

Abstract

The effectiveness of the level of satisfaction derived from minicab transport are usually dominated by certain factors. For a developing country like Nigeria, these factors are not often taken into consideration during the planning and designing of minicab transport infrastructures. This study reveals those factors influencing passengers’ satisfaction with minicab services in Akure, Nigeria. The study made used of personal observation and questionnaire to elicit information from 352 respondents through a purposive sampling technique. The data was analyzed using SPSS version 21. Mean and Spearman rank correlation analysis were employed for data analysis. The findings of the study revealed that five factors such as transport fare, time, convenience, driver’s professionalism, and vehicle condition have a positive nexus with minicab passenger's satisfaction, with correlation values of 0.762, 0.811, 0.659, 0.632, and 0.687 respectively. Also, five hypotheses were tested to examine the association between five variables on minicab passengers’ satisfaction. The hypotheses revealed that transport fare, time, and vehicle condition have a positive association with minicab passengers’ satisfaction with significant values of 0.000, 0.000, and 0.041 respectively, while convenience and driver’s professionalism have a positive association with minicab passengers’ satisfaction but not significant. It was concluded that transport fare, time, and vehicle condition have positive association with minicab passengers’ satisfaction. This implies that Transport fare, Time, and Vehicle condition are major factors that that should be considered by stakeholders involved in the provision of minicab services to ensure high passengers' satisfaction and meeting the passengers’ demand.
Keywords: Passengers’ satisfaction, minicab service, quality factors, Akure