Passenger’s perspective of quality of intercity bus transport service on Cape Coast- Accra route, Ghana: a servqual approach

Abstract

SERVQUAL method comprising five dimensions was used to assess passengers’ perspective of ICB transport service quality on Cape Coast- Accra route. A questionnaire involving a 26-item attributes was used to measure the expectations and perceptions of service quality on a five-point likert scale from strongly disagree to strongly disagree. The 162 copies of self-administered questionnaires were served on passengers aboard by a mixture of purposive and systematic sampling to ascertain how socio economic characteristics influence perception of service quality and the differences between expectations and perceptions of the five dimensions. An independent sample t-test and ANOVA results showed that tangibility, empathy, assurances and responsiveness each had positive impacts on passengers’ perceptions of service quality. There emerged a significant difference in passengers’ perceptions of the dimensions of assurance, tangibility and responsiveness across sex of passengers; ages and level of education and income across reliability, assurance, tangibility and responsiveness