Assessment of Commercial Bus Service Quality, Travel Characteristics, and Commuter Satisfaction in Abuja, Nigeria

Commercial bus transportation plays a vital role in urban mobility in Abuja, Nigeria; however, concerns regarding service quality and operational efficiency persist. This study assessed commuters’ travel characteristics, perceptions of service quality, and variations in waiting and travel times across major commercial bus terminals in Abuja. A questionnaire survey was administered to 383 commuters, and the data were analysed using descriptive statistics, independent-samples t-test, and one-way ANOVA. The findings revealed that 46.48% of commuters used bus terminals daily, while 43.6% travelled primarily for work-related purposes. Most respondents (60.1%) paid between ₦500 and ₦1,000 per trip, and 76.3% experienced delays frequently or very frequently. The overall mean score for service quality was 2.14, indicating general dissatisfaction with commercial bus services. The poorest-rated attributes were overcrowding (M = 1.33), seating availability (M = 1.53), ventilation (M = 1.59), and route information (M = 1.59). In contrast, drivers’ politeness (M = 2.94) and safe driving (M = 2.81) received relatively favourable ratings. Statistical analysis showed a significant difference in waiting times between peak and off-peak periods (t(104) = 5.039, p = .001). Travel times also differed significantly among terminals (F(7,375) = 8.196, p < .001), with Nyanya recording the longest trips. The study concludes that improvements in reliability, passenger comfort, and terminal infrastructure are necessary to enhance public transport performance and commuter satisfaction in Abuja

Commercial bus services; Commuter perception; Service quality; Travel time; Abuja.

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