Informal public transport passenger satisfaction in selected west and southern African cities
This paper reports the findings of an informal public transport passenger satisfaction survey in 5 cities.
Abstract
This paper reports the findings of an informal public transport passenger satisfaction survey administered in 5 west and southern African cities. A standardised questionnaire enabled comparisons across cities. Satisfaction with various attributes of informal public transport (IPT) service was analysed, finding that, in general, IPT services are negatively perceived by passengers in Sub-Saharan Africa, but that perceptions vary across cities. The highest rated service attribute was found to be service coverage, and the lowest, vehicle comfort. Relationships between passenger satisfaction and variations in operations and regulations were explored, finding that better treated drivers provide better quality services. It is therefore recommended that strategies that define acceptable driver labour relations, and that advance vehicle crew working conditions, should form an important part of informal public transport improvement policies.
This paper is part of the High Volume Transport Applied Research Programme.
Citation
Behrens, R. Durant, T. Grant Monney, M.Romero De Tejada, J. Schalekamp, H. Tarawally, A. ‘Informal public transport passenger satisfaction in selected West and Southern African cities’. 2023
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Informal public transport passenger satisfaction in selected West and Southern African cities