EXPLORING PUBLIC TRANSPORT SERVICE QUALITY: A CASE OF MINI BUS SERVICE IN OYO TOWN

Abstract

This study examines the quality of mini-bus public transport services in Oyo Town, Nigeria, and their impact on urban mobility. Public transport is critical for sustainable urban mobility, yet challenges such as outdated vehicles, unreliable schedules, overcrowding, and limited accessibility hinder its effectiveness in developing countries. A descriptive survey design was used to collect data from 200 passengers, 40 mini-bus operators, and five transport officials through questionnaires,interviews, and field observations. Findings reveal that while mini-buses provide affordable fares and adequate route coverage (65%), significant challenges exist in timeliness, safety, and comfort.Over 80% of the vehicle fleet is over 10 years old, with 50% in poor maintenance condition, resulting in frequent delays and discomfort for passengers. Passenger satisfaction is highest for affordability(70%) but lowest for comfort (30%) and timeliness (40%). A moderate to strong correlation was found between service quality attributes like route coverage and urban mobility, underscoring the importance of improving these services for better travel experiences. Recommendations include upgrading vehicle fleets, enhancing schedules, expanding route coverage, enforcing safety regulations, and leveraging technology for tracking and monitoring services. These improvements aim to reduce travel times, enhance service reliability, and promote inclusive urban mobility.This study highlights the critical role of mini-bus services in facilitating urban mobility in Oyo Town and emphasizes the need for targeted interventions to improve service quality and passenger satisfaction.