SERVQUAL analysis of public bus transport services in Kumasi metropolis, Ghana: Core user perspectives

Encouraging public transport use implies the need to make it attractive to commuters through regular service
quality evaluation and modification. Understanding user expectations of public transport are thus valuable, and
the evaluations/perceptions are a useful way to gauge the performance of the public transport for core users.
Using the SERVQUAL methodology, this study sought to analyse the core public bus transport users’ service
quality expectations and perceptions, and its effect on overall satisfaction with public bus transport services in
Kumasi. Surveying more than 100 public transport users, the study results are illustrated in the case of Kumasi
and are discussed to guide possible bus service quality improvements in the city. Data were analysed using the
paired-samples t-test and standard multiple regression techniques. The study findings revealed vast differences
between public bus transport service quality expectations and perceptions and a general dissatisfaction with the
bus service delivery in the city. The bus service reliability and responsiveness were key to explaining the bus
service quality in the city. On the basis of the study findings and international best practices, a number of
recommendations were made for the transport operators and the city officials.