Bus Shuttle Service Operations and Students' Satisfaction at the Federal University of Technology, Minna

Abstract

This study evaluates the quality of campus bus shuttle service operations and student satisfaction at the Federal University of Technology, Minna (FUTMinna), Nigeria, using the SERVQUAL framework. A cross-sectional survey of 400 randomly selected students was conducted while passengers were on board shuttle services operating between Gidan-kwano and Bosso campuses. Data analysis employed descriptive statistics using SPSS. Results revealed that 60.8% of respondents were male, with 68.5% aged 18-25 years. The primary motivation for service patronage was low transport fares (69.8%). All five SERVQUAL dimensions (reliability, assurance, tangibility, empathy, and responsiveness) recorded negative gap scores ranging from -0.50 to -0.71, indicating poor perceived service quality. The operational model was found to be moderately efficient, while the funding model demonstrated efficiency. However, the irregular scheduling pattern proved ineffective. The study recommends adopting public-private partnership models, implementing regular scheduling systems, and enhancing service quality across all dimensions to improve student satisfaction and campus mobility.