SERVICE QUALITY TECHNIQUES AND TRAVELERS’ SATISFACTION WITH NIGERIA’S TRANSPORTATION SERVICES: A CASE STUDY OF CROSS RIVER AND AKWA IBOM STATES

Authors

  • V. T. Ebu Department of Forestry and Wildlife Resources Management, Faculty of Agriculture, University of Calabar, Cross River State, P.M.B. 1115, Nigeria
  • S. E. Ndem Department of Marketing, Faculty of Management Sciences, University of Calabar, Cross River State, P.M.B. 1115, Nigeria
  • P. A. Mbum Department of Marketing, Faculty of Management Sciences, University of Calabar, Cross River State, P.M.B. 1115, Nigeria
  • E. T. Kejuo Department of Forestry and Wildlife Resources Management, University of Calabar, Cross River State, P.M.B. 1115, Nigeria

Keywords:

Service quality techniques, Traveler’s satisfaction, Transportation services, Cross River State, Akwa Ibom State

Abstract

There is no unanimously supported evidence indicating that the service quality improvement measures taken by transportation companies in Cross River State and Akwa Ibom State have actually improved travelers satisfaction. This study was undertaken to verify the manner in which service quality techniques (service reliability, service tangibility and service empathy) affects travelers’ satisfaction with transportation services in Cross River and Akwa Ibom States, Nigeria. A cross-sectional survey research design was used during the research period. The population of the study was 400 passengers obtained from six selected transportation companies through a purposive sampling procedure. The transportation companies were: Cross lines Transport Company, Akwa-Ibom Transport Company (AKTC), Calculux Cruise Plc., Peace Mass Transit (PMT), ABC Transport Company and God is Good Motors (GIG). Taro Yamene formula was adopted for the determination of the study sample size. Multiple Linear Regression techniques was used for data analysis, with the aid of Statistical Package for Social Sciences (SPSS) version 23. Analysis of this study revealed that service reliability, service tangibility and service empathy has a significant effect on travelers’ satisfaction with transportation services in Cross River and Akwa Ibom States. The study concluded that service quality techniques is a crucial tool for customer (passengers) satisfaction with transportation services. Hence, transportation companies should adopt the modern service quality techniques to enhance customers’ satisfaction with their services.

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Published

2026-07-14

How to Cite

Ebu, V. T., Ndem, S. E., Mbum, P. A., & Kejuo, E. T. (2026). SERVICE QUALITY TECHNIQUES AND TRAVELERS’ SATISFACTION WITH NIGERIA’S TRANSPORTATION SERVICES: A CASE STUDY OF CROSS RIVER AND AKWA IBOM STATES. International Journal of Global Affairs, Research and Development, 4(1), 457–472. Retrieved from https://ijgard.com/index.php/ijgard/article/view/170

Issue

Vol. 4 No. 1 (2026): International Journal of Global Affairs, Research, and Development

Section

Articles

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Copyright (c) 2026 International Journal of Global Affairs, Research and Development

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