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Service Quality Of Bus Rapid Transit (Brt) Along The Ikorodu Corridors, Lagos State, Nigeria

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Public transportation (PT) is important in urban areas for the movement of people and helps create a sustainable transport system in most cities. In 2008, the Lagos State Government, in collaboration with the World Bank, established a bus rapid transit (BRT) system of PT to address the lingering problem of chaotic, uncoordinated, and unreliable public transportation in the Lagos metropolis. The BRT system seems to offer higher service quality than the traditional buses in the metropolis. It attracts a mammoth crowd of commuters, including car owners, along its corridors. However, there are concerns by commuters over the deterioration in the service quality of the buses. It is on this note that this paper attempts to examine the transport system using the Ikorodu-CMS corridor as a case study using the SERVQUALmodel to evaluate the service quality of the BRT services along the five dimensions of the model, namely, tangibles, reliability, responsiveness, assurance, and empathy. Data was collected from a valid sample of 545 respondents from both Ikorodu and Agric BRT Bus terminals. The analysis of data showed that Lagos-BRT service quality is below the expectations of several commuters. The results indicated that the service quality of the buses along the four of the five dimensions fell below the expectations of commuters, making them perceive the quality as significantly low. The buses' unreliability contributed immensely to the perception of the buses' low service quality. Understanding commuters' perception of the service quality of Lagos BRT will enable both the bus operator, Primerio Bus Services, and the regulator, LAMATA, to monitor, review and improve the service quality of the buses and make the buses attractive to all categories of commuters in the state.

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  • Suraju, Abiodun Aminu, PhD* & Olumuyiwa, Adeolu Shodiya & Ibrahim, Olaniyi Adeoti, 2022. "Service Quality Of Bus Rapid Transit (Brt) Along The Ikorodu Corridors, Lagos State, Nigeria," Ilorin Journal of Business and Social Sciences, Faculty of Social Sciences, University of Ilorin, vol. 24(2), pages 91-108, October.
    • Handle: RePEc:ris:ilojbs:0104
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