Abstract

An increase in population generates increasing in travel demand.  Nowadays, Cameroon deals with explosive growth in vehicle ownership and utilization.

An increased road length and new roads generate faster and longer trips, more trips by car and higher car ownership all of which adds up to more traffic congestion and pollution. Public transport is one important solution for this problem.

Public transport operators are forced to place emphasis on the monitoring and improvements of the services provided in an attempt to address the increasing rate of car ownership. The study focuses on passenger’s satisfaction with inter-cities transportation services in Cameroon, with Musango Bus Service Ltd as a Case study.

Specifically, the study sought to determine how the condition of the intercities’ transportation vehicles influences customer satisfaction, examine the factors influencing passenger satisfaction of inter-cities’ transportation services and to identify major challenges faced by inter-cities bus service to meet the demands of its customers. To achieved these study objectives, the study employed a descriptive survey design to sample 60 correspondents using a questionnaire and interviews guide using a convenience and purposive sampling techniques was used.

Data was analysed using SPSS 25.0 where descriptive statistics and correlation test were used to test the hypothesis. Findings revealed that loud uncomfortable music is played, the cleanliness of the interiors and exterior is insufficient for some buses, appropriate seats are not available for females, the aged, expectant women and the physically challenged were the major conditions of the buses. Factors that influence passenger satisfaction of a transport services includes comfort and safety in the bus, clean environment inside buses, the elegant design of buses and bus stops, facilities inside buses are in good condition, bus stops have enough shelters, buses are well maintained, drivers and conductor behave well.

Major challenges faced by Musango bus service to meets its customers’ demands, it was concluded that High cost of fuel, Poor roads infrastructure, Limited Number of Buses, highway robbery, Government policies influence the provision of efficient and effective public transportation services, Police harassment and bribery and Traffic congestion were major challenges that hampered the effective and efficient delivery of transportation services to meets customers’ demands.

It was concluded that passengers were to an extent satisfied with the transportation services offered by Musango service ltd. It was recommended that drivers/transportation companies should ensure reliable transport service, moderate fare levels and boost comfortability in order to achieve the satisfaction of passengers in Cameroon.

CHAPTER ONE

INTRODUCTION

Introduction

This chapter comprises the background of the study, statement of the problem, objectives of the study, research questions, significance of the study and scope of the study and limitations of the study.

Background to Study

In many countries, major investments are being made in public transport systems to make them more competitive with other means of transport, most notably private cars. New services are being developed and old ones are being improved.

However, an increase in supply (qualitatively or quantitatively) will not automatically lead to a corresponding increase in demand and satisfaction (Fujii and Kitamura 2003). To make sure that investment attracts the existing and potential customers expected, knowledge of satisfaction should provide policymakers and operational managers in the public transport system with valuable information.

For many years, public transport has been viewed as an inevitable need in several parts of the world (Cervero & Golub, 2007). Illes (2005) stated that immobility leads to poverty. This implies that the movement of people and goods affects the daily endeavours of human beings, particularly in the economic aspect.

A good transport system cannot be attained if there are no effective and efficient services that enhance people’s living standards and gives them satisfaction through features such as affordability, efficiency, availability and economically importance for development. Not only should it have these features but should be a transport system that gives commuters the satisfaction they want.

Commonly identified urban transport problems in Many Cameroonian cities are long waiting times for buses, traffic congestion, parking difficulties, air pollution, and traffic accidents (Ashiedu, 2011). This is because of the increasing travel demand and preferences for using private vehicles in Most cities in Cameroon (Banjo, 2008). To prevent more problems caused by the rise in demand for urban transport and increase in private motorization, it is highly recommended by many researchers as well as public decision-makers to provide an attractive public transport service as an alternative transport mode in many cities (Banjo, 2008).

In addition to congestion, private motorization is also affecting the safeness of road users and the high consumption of non-renewable vehicles has caused a serious threat to the human environment. Researchers agree that many problems in public transport can be prevented by improving the quality of service in public transport (Kodukula, 2009).

Furthermore, drivers are fond of delaying passengers before takeoff to their various destinations in most urban cities in Cameroon. Other issues around passengers’ dissatisfaction are the ill-manner of drivers, lack of good relationships, drinking habits and money-driven behaviour among others. Anderson, Baggett and Widener (2007) supported that these are indications of operation failure, and they affect passenger satisfaction seriously.

Public transport should become a solution for sustainable transport in the future. However, to keep and attract more passengers, public transport must have high-quality service to satisfy and fulfil a wide range of customers’ needs (Anable, 2005). The transport service industry comprises several modes which range from air, water, railways, pipelines and road transport. However, this study focused on rapid transport, which is under the category of road transport.

A rapid bus uses a dedicated lane with the ability to carry out a significant number of passengers taking a trip to work, home, hospital, school and leisure. Unlike a commuter bus which frequently stops anywhere in the city centres, a rapid bus stops only at dedicated bus stops along the route. Intercity buses exist all over the world that are operated by the government or private industry (Young, 2004).

Despite the popularity of the mode of transport, there has been an outcry from passengers about the quality of service offered that are very poor. Researchers and transport experts have tried to single out all problems related to transportation to the level of satisfaction. For example, Fellesson and Friman (2008) conducted a study in European countries to assess the satisfaction of passengers in public transport.

Results showed that passengers were not satisfied with the reliability and information, waiting time at bus stops, comfort of seats and staff skills, knowledge and attitudes toward passengers. There has been a similar study in Africa where road transport is dominant compared to other modes of transport. Odufuwa (2006) highlighted some indicators for public transport to offer more efficient and safer services to passengers (Okoko, 2007).

The dominant mode of public transport in developing countries in road-based transport is the ‘conventional’ bus. It has wider social and environmental benefits. It is the only one affordable to the urban poor (Armstrong-Wright et al. 1987). It is the most flexible as it satisfies high short-distance mobility demands. It needs less investment in infrastructure.

It is feasible economically for all groups and is an environment-friendly system. Vikash (2003) reckons how people can trade-off between owning a vehicle and good quality public transport as: “most people in a city are better off if they access vehicles rather than own them.

“The transportation industry has a huge share to the contribution of growth of one country and can make an economy strong and it is just in the economy as there is the backbone in the human body. Modern and fast transportation system plays lots of new roles and makes the life of common consumer as well as businessmen easy.

Statement of the Problem

Traditionally, under the competitive market environment the rival companies in an industry, transport in particular focus on adjusting the price, i.e. bus fares to lower rate (especially those enjoying cost leadership advantage) to win more market shares, increase sales and hence more profit gain.

To a large extent, the bottom-line indicator of the performance of freight and passenger road transport is the operating cost per ton or tonne-km (or per passenger or passenger-km). Level of service aspects such as travel time, reliability, safety, comfort and security are also important, as well as environmental impact.

Currently, most transport service providers shift into improving the service quality of their services rather than relying on bus fare adjustment to improve business performance even though the production costs will probably increase as they improve service quality. Moreover, by improving the service quality, the transport firm acquires a sustainable competitive advantage over its rivals (Fimbo, 2008).

The population of Buea Municipality is increasing significantly and the size of the city is expanding horizontally. As the number of populations increases, the number of passengers using public transport also increases. To accommodate the increasing numbers of passengers, transport service is expected to expand.

However, the supply of transport services is not proportional to the demand. Due to limited numbers of buses as well as routes, poor people who cannot afford other modes of transport are exposed to walking long distances, and longer waiting and travel time.

During peak hours, the demand extremely exceeds the supply of service. At this time, many people are waiting for transport service for a long time and there is a hard struggle to get the service. Furthermore, buses are overcrowded and operate without closing their doors, which may expose passengers to accidents, suffocation, pickpocketing and communicable diseases. It is also too difficult for the elderly, pregnant, patients and disabled people to get the service. Thus, this research seeks to examine passengers’ satisfaction with inter-cities transportation services in Cameroon.

The major issue facing public transportation in Cameroon and Buea to be specific is that most travel agencies do not respect the codes and conducts of public transportation. Most drivers have a habit of overloading passengers and goods which often results in fatal accidents. Also, there are no respectful schedule times for takeoff and landing of buses, which often results in long waiting times for customers.

Most, vehicles do not have the proper safety and security measures put in place to avoid the loss of life and property damage to their customers. This often results in most passengers opting to use private cars which are often not registered under the state control as a means of transportation over public transportation agencies such as Musango. Thus, the current study sought to examine passengers’ satisfaction with inter-cities transportation services in Cameroon, with the Musango bus Ltd as a case study.

Objectives of the Study

Main Objective

The main objective of this study is to examine passengers’ satisfaction with inter-cities transportation services in Cameroon.

Specific Objectives

Specifically, the study sought to;

1. Examine the current conditions of the intercities transportation service buses in Cameroon.
2. Evaluate the factors influencing passenger use of intercities transportation services in Cameroon.
3. Identify major challenges faced by inter-cities transportation bus service to meet the demands of its customers.

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