Informal public transport passenger satisfaction in selected west and southern african cities

Abstract

Formal bus and rail operating companies routinely undertake passenger satisfaction surveys to inform service improvement and business strategies. Informal public transport vehicle owners or owner associations seldom, if ever, administer such surveys. Consequently, less is known about informal public transport passenger satisfaction than formal public transport passenger satisfaction. This paper reports the findings of an (n=7 407) informal public transport passenger satisfaction survey administered in five West and Southern African cities. A standardised questionnaire enabled comparisons across cities. Satisfaction with various attributes of informal public transport 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. While the five case cities have similarities in organisation and regulation, they also have notable differences. 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.