Integrating Technology to Boost Service Quality in the Lagos Bus Rapid Transit System

Abstract

This paper explores the integration of technology to enhance the quality of service of the Lagos State Bus Rapid Transit thereby improving customer satisfaction. Globally, the Bus Rapid Transit is a sustainable means of high-quality, comfortable, convenient, fast and cost effective means of urban mobility. In March, 2008, the Lagos State Government launched the state-owned mass transit, to regulate public transportation, and to address the issues of traffic congestion, which results into loss of productive man-hours, and its negative consequences on the economy. Data were collected randomly from 200 commuters across the BRT bus stops in the state, and analyzed using Descriptive statistics. The findings revealed that 55% of the respondents were dissatisfied with the seats in the BRT buses, 40% are of the opinion that there should be improvement in bus cleanliness, while 60% of the respondents believes that the digital facilities in the buses should be improved. The study concluded that the introduction of BRT services in Lagos state have regulated, and improved public transportation.  However, in order to improve the BRT services, enhance customer satisfaction, and increase patronage, integration of further technological tools, to gather real-time data to enable buses respond to traffic situation, and passengers’ demand against the existing conventional bus schedule, uninterrupted internet connectivity to encourage online payment and seat reservations, provisions of travel information ahead of trips such as bus arrival and departure, to enable passengers plan trips and reduce waiting time at BRT bus stops.