Passenger’s satisfaction with public bus transport services in Ghana: A case study of Kumasi–Accra route

Abstract

Road transport forms part of the daily activities of individuals and it is the principal mode of transport in Ghana. In many parts of the world, individuals tend to use their private vehicles due to lack of satisfaction they derive from the services of public transport. In this paper, passengers satisfaction with public transport services in Ghana has been investigated using binary logistic regression model. Among the sampled passengers, the results indicate that 15%, 63.2%, 20.8% and 1% believed that the overall service quality of public transport is excellent, good, moderate and poor respectively. From the estimated binary logit model, passengers rating for overall service quality tend to increase when they are satisfied with service components such as fare structure (OR=1.897; 95%CI=1.08-3.33), crime rate at bus station (OR=1.829, 95%CI=1.05-3.18) and traffic safety record of the bus (OR=4.407; 95%CI=2.64-7.36). It was established that, passenger's satisfaction with public transport service is highly influenced by bus traffic safety record. Thus, to retain existing and attract new users, policies relating to passengers safety and comfort as well as fare and control of crime rate at the bus station should be targeted and improved upon. They are the service components that users valued most