SERVICE QUALITIES OF THE STANDARD GUAGE RAILWAY TRANSPORTATION IN NIGERIA

Abstract: The railway transport services that started in the 18th century became moribund in Nigeria, due to several factors such as poor services until 2015 when the country started operating standard rail gauge. This paper examines the service dimensions of the standard gauge rail system in Nigeria. The objective is to identify the major service characteristics that affect passengers' satisfaction with rail services. Data for the study were collected by employing a random sampling technique in administering a questionnaire to 359 railway passengers in Abuja, Lagos, and Ibadan. The data collected were subjected to Exploratory Factor Analysis (EFA) and Regression Analysis. The output of the EFA provided five service quality dimensions that serve as independent variables of passengers’ satisfaction in the regression analysis. The study found service friendliness, safety, tangibility, assurance, and accessibility as the major service qualities influencing the passenger experience with the standard rail system in Nigeria. The regression analysis found that the identified service qualities significantly affect passengers' satisfaction with standard gauge rail transportation in Nigeria. The results indicate the importance of maintaining quality service delivery to build sustainable rail transportation in Nigeria. The study recommends adopting and implementing measures that will continuously improve the service delivery of rail transportation in Nigeria.