CITIZEN SATISFACTION AND PUBLIC TRANSPORTATION IN LAGOS STATE: A STUDY OF LAGOS STATE METROPOLITAN TRANSPORTATION AGENCY

Abstract

The primary aim of this study is to assess citizen satisfaction with the publicly owned transportation service in Lagos State. The specific objectives include investigating the impact of service delivery on citizen satisfaction, analyzing the influence of staff attitudes on public satisfaction, and examining the relationship between timeliness and citizen satisfaction. To achieve these objectives, a combination of primary and secondary data was employed. Primary data was collected through a comprehensive questionnaire administered to 500 commuters of the Lagos State Metropolitan Transportation Agency (LAMATA) Blue Bus service, which operates between CMS/TBS and Ikorodu. This selection was based on a random sampling technique. Descriptive statistics were used to present the collected primary data, while regression and correlation analyses were applied to test the formulated hypotheses. In addition, secondary data was sourced from various reputable resources, including books, journals, the internet, newspaper articles, government publications, etc. The Expectancy-Disconfirmation Theory, as postulated by Van Ryzin, was utilized as the theoretical framework for this study. The study's findings revealed the transformation of LAMATA's services from their initial state to their current subpar condition. Notable issues identified include inadequate customer relations, frequent overcrowding, and extensive time wasted due to lengthy queues, all contributing to significant dissatisfaction among citizens. Based on the study's findings, several recommendations are proposed. These include regular bus maintenance, quarterly staff training to enhance user relationships, and the implementation of sanctions for staff members displaying disrespectful behavior toward customers, and vice versa. Additionally, the creation of a mobile application for real-time bus monitoring using Geographic Information System (GIS) technology is advised. The app should also enable citizens to purchase tickets online to reduce the time spent queuing for buses. Furthermore, the study suggests increasing staff recruitment and procuring additional buses to improve the efficiency and effectiveness of the transportation system within the urban metropolis.