Multicriteria Evaluation of the Quality of Service (QoS) of Informal Public Transport (IPT):

A Case Study of Ngong Road, Nairobi Metropolitan Area

Abstract

Kenya's Informal Public Transport (IPT) sector faces substantial challenges, including absence of demand-based licensing leading to corridor oversupply and undersupply imbalances, limited coverage, and poor service quality. These deficiencies result in high transportation costs that disproportionately burden low-income households, consuming significant portions of wages and salaries. The financial strain particularly affects captive riders who, lacking alternatives, must bear these costs regardless of economic circumstances. Conversely, choice riders with alternative travel options may select different transport modes when service quality deteriorates or costs escalate. This disparity highlights inequitable access to affordable mobility. This study evaluates Quality of Service (QoS) in urban public transport to enhance productivity, affordability, and passenger satisfaction. Employing a multi-criteria assessment approach, the research analyzes key QoS indicators including affordability, waiting time, travel time, seat comfort, safety, and driver behavior. A questionnaire-based survey of 2,402 public bus passengers in the Nairobi Metropolitan Area examined overall quality of satisfaction levels, relationships with 14 specific service attributes, demographic variables, passenger experience, and gender disparities. Results revealed overall quality of satisfaction at 46.8%. Logistic regression analysis identified road safety and vehicle cleanliness as the most crucial factors for overall satisfaction, followed by service frequency, fare, driving behavior, and security. Gender analysis showed females less satisfied with road safety and punctuality than males. Conductor behavior correlated with overall satisfaction only for females, while service frequency and facility cleanliness correlated only for males. Harassment experiences negatively affected both genders' satisfaction, with particularly pronounced effects for females. Given the relatively high satisfaction levels regarding frequency, coverage, and connectivity, the public bus system possesses positive attributes. In evaluating these advantages of the public bus industry, it is advisable for the entire public transport sector to address the aforementioned issues and enhance satisfaction with crucial service attributes with prioritisation.