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| Format: Ms Word | 1-5 Chapters | Table of Content|


Study Level: BTech, BSc, BEng, BA, HND, ND or NCE

Amount: ₦3,000.00

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Title Page                                                                                       i


Certification                                                                                                                       ii


Dedication                                                                                                                          iii


Acknowledgement                                                                                 iv


Table of content                                                                                                                 vi


Abstract                                                                                                                              ix





1.1       Background of the study                                                                                      1


1.2       Statement of the problem                                                                                     4


1.3       Research questions                                                                                               5


1.4       Objectives of the study                                                                                         6


1.5       Research hypothesis                                                                                             6


1.6       Significance of the study                                                                                      6


1.7       Scope of the study                                                                                                8





2.0       Introduction                                                                                                          9


2.1       Conceptual framework                                                                                         10


2.1.1 Management Systems on Transportation                                                           10


2.1.2    Strategic Planning                                                                                                 12







2.1.3    Transportation Planning                                                                                      12


2.1.4    Transportation Management                                                                                13


2.1.5    Customer Satisfaction in Transportation Planning Process                              15


2.1.6    Transportation Planning Process                                                                        16


2.1.7    Performance Management in Transportation                                                     28


2.1.8    Public Management of Customer Satisfaction on Transportation                   34


2.1.9    The Development of Coordinated Transportation System                               38


2.1.10 Transport Operation Management                                                                     45


2.1.11 Transportation Manager                                                                                     47


2.1.12 Role of Road Transport in Lagos Society                                                          49


2.1.13 Problems of Road Transportation in Lagos                                                        53


2.1.14 Managing the road transportation                                                                        55


2.1.15 Justification of Road Transport Regulation                                                      61


2.1.16 Factors of Customer Satisfaction in Transportation                                           62


2.1.17 Managerial Roles in Transportation Management                                              65


2.2       Theoretical framework                                                                                         71


2.3       Empirical framework                                                                                            80


2.4       Identification of knowledge gap in the literature                                               82





3.0       Introduction                                                                                                          83


3.1       Research design                                                                                                    84






3.2       Population of the study                                                                                        84


3.3       Sample size and sampling technique                                                                  85


3.4       Method of data collection                                                                                    86


3.5       Research instrument                                                                                             86


3.6       Method of data presentation and analysis                                                          87


3.7       Validity and reliability of the research instrument                                            87







4.0      Introduction





4.1       Demographic characteristics                                                                                88


4.2       Data presentation and analysis                                                                            92


4.3       Testing of hypothesis                                                                                           111


4.4       Discussion of findings                                                                                         120





5.0       Introduction                                                                                                          122


5.1       Summary of findings                                                                                            122


5.2       Conclusion                                                                                                            125


5.3       Recommendations                                                                                                126


5.4       Suggestion of future research                                                                                                                    127 References                                                                                                                    128 Appendix                                                                                                                    136











Poor planning process and ignoring managerial roles in road transportation system have crippled development and the collapse of many economic and social activities which have resulted in dissatisfaction among the customers in the industry. This is characterized by poor management that has resulted in the loss of life and property including damages worth unquantifiable amount of money. The title of this project is an evaluation of transport management and customer satisfaction in Lagos metropolis.         The objectives of this project is to evaluate the relationship that determine the factors of customer satisfaction, to evaluate the impact of planning process on customer loyalty in LAGBUS, to examine and investigate the impact of managerial roles on quality of service. The researcher made use of survey design for this study. The researcher used primary sources for data collection in the study. The study covers the populations of Lagos but focuses on commuters who patronize LAGBUS transport service. This sample size was 270 respondents. This research tested the relationships that determine the factors of customers satisfaction which include availability of buses, safety of lives and property, cost of transport, comfortability and time delivery. It also tested the impact of planning process on customer loyalty and also the impact of managerial roles on quality of service. The researcher made use of correlation and multiple regression analysis to test the hypothesis. The findings on the factors of customer loyalty shows there is a significant relationship between them. The findings on the impact of planning process on customer loyalty shows a significance level of .000 which is less than the alpha level of 0.1 this indicate that there is a relationship between planning process and customer loyalty. The findings on the impact of managerial roles on quality of service shows a significance level of .000 which is less than the alpha level of 0.1 this indicate that there is a relationship between managerial roles and quality of service. The factors of customer satisfaction have an influence on commuters before choosing a transport service. Inefficient planning process of both bus route and schedule makes commuters uncomfortable and that managerial roles increase the quality of service been offered by public transport. The researcher recommended transport company should ensure that all factors that lead to customer satisfaction should not be taking for granted because the influence commuters in choosing a transport service. Road transport companies should adopt using proper planning process and managerial roles in order to satisfy their customers. Use of effective management system to address any situation that might lead to customers dissatisfaction. Regular monitoring of employees performance and provision of quality service to customers will lead to customers satisfaction.














1.1       Background of the Study


Transport or transportation is the movement of people, animals and goods


from one location to another. Modes of transport include air, rail, road, water, cable,


pipeline and space. The field can be divided into infrastructure, vehicles and


operations. Transport is important because it enables trade between people, which is


essential for the development of civilizations. Transport infrastructure consists of the


fixed installation including roads, railway, canals and pipelines and terminals such as


airports, railway stations, bus stations, warehouse, trucking terminals. Terminals may


be used for interchange of passenger and cargo and for maintenance.


Vehicles traveling on these networks may include automobiles, bicycles, buses


trains, trucks, people, helicopters, watercraft, spacecraft and aircraft. Operations deal


with the way the vehicles are operated, and the procedures set for this purpose


including financing, legalities, and policies. In the transport industry, operations and


ownership of infrastructure can be either public or private, depending on the country


and mode. Passenger transport may be public, where operators provide schedules


services or private.


A mode of transport is a solution that makes use of a particular type of vehicle,


infrastructure, and operation. The transport of a person or a cargo may involve one


mode or several of the modes, with the latter case being called intermodal or







multimodal transport. Each mode has its own advantages and disadvantages, and will


be chosen for a trip on the basis of cost, capability, and route.


However on this particular study we are looking specifically on road


transportation and their management functions on how their services satisfy their


customer. In Lagos, road transport dominates other modes of transportation in the


movement of passengers and goods. This is because road transportation has numerous


advantages over other modes of transportation.


Road Transportation is a necessary end right from early history. Efficient


transport is a critical component of economic development, globally and nationally.


Transportation becomes the back bone of any economy especially countries like


Nigeria. The mobility of people and materials especially in the present days become


one of the greatest needs that have to be adequately satisfied on our society and


economy at large (Okakunori 2006).


Transportation is referred to as the engine of the economy (Kunri 2005). This


means that without transportation management system, the entire economy will suffer


stagnation (kunri2005). Transportation helps to bridge the gap between producers,


suppliers and industrials users as well as individual commuters. In many develop


countries transportation accounts between 6% and 12% of the GDP.(google 2017)


It is important to note that not much success can be accomplished in


distribution of goods and services including the movement of people without


transportation. (Okakunori 2006).It is as a result of the great importance attached to







transportation that man has over the years developed various transportation modes in


other to facilitate the movement of people and materials. The mode of transportation


selected will greatly depend on price, time, delivery, condition and destination,


customer’s patronage, and past purchase satisfaction.


Therefore this poor transport management can therefore jeopardize the source


of procurement of materials; goods and services, movement or people and even course


increase in prices and loss of lives. Road transport form part in the day to day


activities for most individuals and in Nigeria it is the principal mode of transport.


Customer satisfaction is a term frequently used in marketing. It is measure of


how products and services supplied by a company meet or surpass customer


expectation. Customer satisfaction is also the number of customers, or percentage of


total customer, whose reported experience with a firm, its product, or its services


(Wikipedia 2013). Urban cities in Nigeria increasingly face problems cause by road


transport externalities and can lead to customer dissatisfaction. For example, there is


an increasing trend in road traffic crashes, traffic congestion and emission of carbon


dioxide. The impact from road transport traffic congestion, carbon emission and road


crashes is significant in time, pollution and economic loss. Part of these problems


result to customer dissatisfaction. In many part of the country, individual tend to use


their private vehicle due to lack of satisfaction they derive from the service of public


transport. For instance, the findings of cullinane (2002) in an attitudinal survey in UK


showed that 41% of private cars owners would reduce their car usage if public







transport became frequently available and reliable. Good transport management plays


a social role in the urban environment: it improves access to work places and service


infrastructure and at the same time reduces travel expenses that can lead to customer






1.2       Statement of the Problem


Poor road transport management is one major problem that is affecting the


growth of the economy. Poor road transport management has led to the ineffectiveness


and collapse of the Lagos road system through lack of strategic planning in LAGBUS


management system. Strategic planning issues in public transport involve how vehicle


are been selected and purchased, the types of buses in a fleet, operations of the buses,


maintenance and servicing and other examination of other issues.


Poor management of LAGBUS transport system has caused breakdown of


vehicles that has resulted in goods and movement of people not being able to reach


their destination on time and this can lead to customer dissatisfaction. This has


become consistent because the management has not adopted continual transportation


planning in examining the transportation challenges facing them and to identify a plan


of action to improve transportation system performance. Transportation planning is a


process that develops information to help make decisions on the future development


and management of transportation systems in Lagos. Poor transportation planning


process by LAGBUS management has led to lack of monitoring existing conditions,








lack of forecasting future population of both employees and customers, not identifying


current and projected future transportation problems and needs, not developing long-


range plan and short-range programs of alternative capital improvement and


operational strategies for moving people and goods and not developing a financial


plan for securing sufficient revenues to cover the costs of implementing strategies and


all this has led to the nation a damaged image, loss of huge amount of money, loss of


lives and properties and most customers are greatly dissatisfied with condition of road


transportation in Lagos.


And also lack of poor technological development to monitor or regulate the


speed of vehicles, lack of clean vehicles, high overloading of men and goods are great


problems to road transportation. In addition, the poor attitude of drivers towards their


passengers is nothing to write home about.



1.3       Research Questions


The specific research questions include:


  1. What are the relationships that determine the factors of customer


satisfaction in LAGBUS?


  1. What is the impact of planning process on customer loyalty in LAGBUS?


  1. What is the impact of managerial role on the quality of service in LAGBUS?













1.4       Objectives of the Study


The major objective of the study is to evaluate the transport management and


customers satisfaction in LAGBUS.


  1. To evaluate the relationships that determines the factors of customer


satisfaction in LAGBUS.


  1. To evaluate the impact of .planning process on customer loyalty in LAGBUS.


  1. To examine and investigate the impact of managerial role on the quality of


service in LAGBUS.



1.5       Research Hypothesis


HO1:          There is no relationship that determine the factors of customer satisfaction in




HO2:          Planning process does not have any impact in customer loyalty in LAGBUS.


HO3:         Managerial role does not have any impact on the quality of service in





1.6       Significance of the Study


This study will be useful to many sectors of the economy, such as road


transport companies, ministry of transport, (MOT) and academic will benefit


immensely from this study in the aspect of policy direction and control, formulation


and enforcement of all relevant laws affecting transportation. (LASTMA) Lagos State









Traffic Management Authority will also benefit from this study in the aspect of driver


training, traffic safety and accident management of buses.


Also, the commuters, transportation companies and businessmen especially the


middlemen will equally benefit from the study in the aspect of service provided by


LAGBUS, access to available bus transit and time of delivery of both people and


goods. The study will be significant to the extent that it can identify the role of


transport management to satisfy customers in Lagos metropolis and also the country at


large. Explain to the transport management that using modern technology can help


improve their operation and give customers the satisfaction they deserve. Lastly, it


will be significant to the extent that is able to ascertain the benefit to be derived from


efficient and effective transport management in Lagos metropolis.


This study will benefit all this body in the aspect of provision of safe, efficient


and coordinated inter-modal transportation for the sustainable socio-development of


Nigeria at large.


This research will benefit the LAGBUS management on how to adopt


transportation management system and strategic planning process in their operation


that will affect their planning and decision making, transportation execution, transport


follow-up and measurement.


The research will also be significant to government in the areas of selecting and


determining policies and strategic programs necessary to achieve specific objectives









enroute to the goals, and establishing the method necessary to assure that policies and


strategic programs are implemented.




1.7       Scope of the Study


This research work covers the transport system in Lagos metropolis with the


estimated population of 21million people (NPCN, Nigeria population commission of


Nigeria 2016) which makes it the largest city in Africa and known as one of the major


commercial center of the country and play an important role in the growth of Nigeria


economy with special focus to LAGBUS, their functions Operationalization,


maintenance culture, use of modern technology, problems and government policies to


regulate this industry as to deliver maximum satisfaction to the public. This research


also covers the time frame of LAGUS transport management from the period of 2007-


  1. LAGBUS started operations on the 17th of February 2007. This research focus


mainly on Lagos cause of the large population of commuters that travel by road and


how effective has LAGBUS management been able to reduce the problem facing


transport system in Lagos. LAGBUS has been one of the leading transport companies


in Lagos for moving people from one place to another for their daily activity. And


LAGBUS is one of the most patronize bus transit in Lagos. This brought about the


main focus and the reason for using Lagos and LAGBUS for this study.



Account Number: 0709546102

Access Bank: Savings
Account Name: Emmanuel Idorenyin Samuel.