ASSESSMENT OF THE LEVEL OF STUDENTS’ SATISFACTION WITH CAMPUS SHUTTLE SERVICES IN UGBOWO CAMPUS

Abstract

This study examines the assessment of the level of students’ satisfaction with campus shuttle services in Ugbowo Campus of the University of Benin, Benin City. The objectives of this research were to examine the condition of the shuttle buses and quality of service provided, to identify the factors that influence the students’ satisfaction with the shuttle transportation services , to examine the organisation and management system of the shuttle buses and lastly, to recommend possible solutions to effectively enhance service quality of the shuttle bus service. The study adopted the use of questionnaires. A total of 397 questionnaires were administered to respondents across all the faculties in the school campus. From the data collected, it was discovered that the present state of the shuttle buses are not bad but their service quality do not meet the expectations of the students. It was also discovered that factors such as congestion, driver’s attitude and varied size of buses were the major problems affecting students’ satisfaction from using the shuttle buses. The study concluded that despite the efforts by the University management to ensure a high quality of transportation, the quality of service from the shuttle buses do not meet the expectations of the majority of the students’ population, thereby indicating that there is still more to be done to ensure that the shuttle buses services provide possible maximum satisfaction to its users. From these findings, relevant recommendations were made such as conducting a research on challenges faced by the shuttle bus drivers, the school management and the student union government working together to provide latest information concerning the operations of the shuttle buses to the students, placing of stickers with active numbers to report any form of problem in the buses and commencement of training programmes for the drivers.