Customer Service Delivery and Operational Efficiency of Public Transport Services in Ibadan Metropolis, Oyo State, Nigeria

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@article{1707060,
      author = {Oni A. A., Adebanjo A. A., Aworemi J. R., Okegbola M. A.},
      title = {Customer Service Delivery and Operational Efficiency of Public Transport Services in Ibadan Metropolis, Oyo State, Nigeria},
      journal = {Iconic Research And Engineering Journals},
      year = {2025},
      volume = {8},
      number = {8},
      pages = {801-813},
      issn = {2456-8880},
      url = {https://www.irejournals.com/formatedpaper/1707060.pdf},
      abstract = {The presence of an adequate, reliable and efficient transport system is a critical factor in local economic development. Public transport includes bus transit which is one of the most common forms of public transportation globally, offering flexibility and accessibility to passengers. Studies have shown that well-designed bus transit networks can enhance connectivity and efficiency in urban areas, making them a key focus for sustainable transport planning (Smith 2023). This study employed a survey method with descriptive design to assess operational efficiency of public transport services using the Omituntun of the Pacesetter Transport Service (PTS), along the Gate-Iwo road route. 840 passengers and 32 drivers were sampled using random sample techniques and convenience sample techniques, yielding a total sample size of 300 respondents, representing 98% and 93% response rate respectively. Questionnaires were used to collect data measured on a five-point Likert scale. The use of descriptive, multiple regression and Pearson Product Moment Correlation (PPMC) were employed to analyse data. Findings from the result of multiple regression analysis on the impact of customer service delivery on the operational efficiency of public transport service showed that all the six (6) explanatory variables were statistically significant in explaining the variation of operational efficiency of public transport service. These variables were service quality (? = .141, p < .008), cleanliness and sanitization (? = .272, p < .000), service reliability (? = .156, p < .019), frequency of service (? = .264, p < .000), comfortability (? = .424, p < .000), safety features (? = .351, p < .000), reliability (? = .156, p < .019)) and friendliness of customer service (? = .141, p < .008). The study concluded that customer service delivery enhances operational efficiency of public transport services in Ibadan metropolis. And also recommended that public transport operators should enhance customer service, leverage technological innovations, invest in infrastructure development, and enforce regulatory policies to enhance operational efficiency and profitability.},
      keywords = {Customer service, Operational efficiency, Public transport, Gate-Iwo-road route.},
      month = {February},
  }