CHAPTER ONE

INTRODUCTION

1.1 Background of the Study

Public transport is a critical element of urban mobility in cities worldwide, providing an essential service to millions of people, particularly in densely populated regions. The public transport sector is facing significant challenges in maintaining quality service while addressing safety concerns, passenger comfort, and operational efficiency. The quality of service in public transport is not only influenced by infrastructure but also by the drivers who operate the vehicles. Driver training has been recognized as a key factor in improving service delivery, safety, and overall passenger satisfaction (Akyüz et al., 2020). In many parts of the world, public transport drivers are often the first point of contact for passengers, and their behavior ranging from customer service skills to driving practices has a direct impact on the passengers’ experience. Studies in countries like the United States, the United Kingdom, and Australia have shown that drivers who receive comprehensive training in both defensive driving and customer service are more likely to provide a safe and comfortable travel experience, thereby increasing passenger satisfaction (Santos et al., 2020). As cities continue to grow and the demand for public transport increases, the need for well-trained drivers becomes even more pressing, as the safety, efficiency, and comfort of transport systems hinge on their competency.

Globally, the implementation of driver training programs varies, with some countries adopting rigorous standards and others relying on informal or inconsistent approaches. In many high-income countries, such as Japan and Germany, driver training is highly regulated, with ongoing assessments and retraining required to maintain a high standard of service. In contrast, low- and middle-income countries, particularly in regions such as Sub-Saharan Africa and South Asia, often face challenges in implementing comprehensive driver training programs due to resource constraints, lack of regulation enforcement, and the dominance of informal transport sectors (Mwanza et al., 2021). These disparities result in significant variations in service quality, with passengers in informal transport systems often experiencing unsafe driving, poor customer service, and discomfort. Furthermore, the rise of ride-sharing services, such as Uber and Lyft, has introduced a new dimension to the discussion of driver training, as these services increasingly dominate the urban transport landscape. While some of these companies have introduced their own driver training and safety protocols, there is still a need for a standardized, global approach to driver education to ensure consistency in service quality and passenger safety (Fell et al., 2021). This global variation in the quality and scope of driver training underscores the need for comprehensive research into its impact on passenger satisfaction, particularly in diverse urban settings around the world.

In Africa, public transport is a critical mode of transportation for millions of people, particularly in urban centers where it is often the most affordable and accessible means of travel. However, the quality of service in public transport systems across the continent is generally low, and the behavior of drivers is frequently cited as one of the main contributing factors to passenger dissatisfaction. In many African countries, the informal public transport sector, which includes minibus taxis (also known as “matatus” in Kenya and “trotros” in Ghana), dominates the market. These vehicles are often overcrowded, poorly maintained, and driven by individuals with little formal training. The lack of standardized driver training in many African nations leads to unsafe driving practices, including speeding, reckless overtaking, and disregard for traffic rules, all of which contribute to road accidents and negatively affect passenger comfort and safety (Mwanza et al., 2021). In Kenya, for instance, a large proportion of public transport drivers are untrained or receive minimal training, with many only learning to drive through informal channels, such as community-based driving schools (Oloo & Mwangi, 2020). As a result, passengers often experience dangerous and unpleasant journeys, leading to widespread dissatisfaction with the transport services provided.

In recent years, there have been efforts in several African countries to address these challenges by introducing driver training programs and improving road safety initiatives. In Kenya, for example, the government has introduced measures aimed at improving road safety and driver behavior, including the creation of the National Transport and Safety Authority (NTSA), which oversees the licensing of drivers and the implementation of safety regulations (Wambugu & Gichira, 2020). While these efforts have shown some success in reducing traffic accidents and improving driver competence, the informal nature of much of the transport sector in many African countries means that enforcement of these programs is often inconsistent. Furthermore, many public transport operators still prioritize speed and cost-efficiency over passenger comfort, safety, and customer service, contributing to a lack of focus on driver training (Gichuru & Wanjiru, 2021). As passenger dissatisfaction remains high due to unsafe driving practices and poor service, the need for comprehensive driver training programs that go beyond basic vehicle operation to include customer service and road safety has never been more urgent. Addressing these issues could significantly enhance the quality of public transport services, improve safety, and increase passenger satisfaction across the African continent.

In Cameroon, public transport plays a pivotal role in the daily commute of millions, especially in urban areas such as Douala and Yaoundé, where public transport is often the most accessible and affordable option. The public transport sector in Cameroon, like much of sub-Saharan Africa, is characterized by informal service providers, including minibuses (known as “benskin” or “taxis”) and shared taxis, which operate outside formal regulations and are often plagued by issues related to safety and passenger satisfaction. One of the critical problems within this system is the lack of proper driver training. Many drivers in Cameroon receive minimal or no formal training before taking to the roads, which leads to dangerous driving practices such as speeding, lack of respect for traffic laws, and overcrowding of vehicles. The absence of proper training and adherence to safety standards has been linked to a high rate of traffic accidents and general dissatisfaction with the quality of public transport services (Tchouaket & Fomekong, 2021). Furthermore, drivers often lack customer service skills, making the travel experience uncomfortable for passengers, which exacerbates dissatisfaction. Despite the growing recognition of these issues, the implementation of structured and standardized driver training programs remains limited in the country, particularly within the informal transport sector.

In response to these challenges, the Cameroonian government, through various agencies such as the Ministry of Transport and the National Road Safety Committee, has made attempts to regulate the transport sector and improve driver standards. In 2016, Cameroon introduced a driver licensing program aimed at improving driver skills and ensuring road safety. However, the enforcement of such regulations has been inconsistent, and the informal nature of much of the transport system has made it difficult to fully implement these programs across the country. Many public transport drivers continue to operate without proper certification, and issues such as traffic violations, reckless driving, and poor customer service remain widespread. This lack of effective enforcement of training regulations is a significant barrier to improving the quality of public transport services. Additionally, the government’s focus has often been on infrastructure development, such as road expansion and maintenance, with less emphasis placed on the human factor drivers. As a result, the overall passenger experience continues to suffer, and public transport remains unreliable and unsafe for many commuters (Ngom & Tchouamou, 2020).

The state of driver training and road safety in Cameroon has a direct impact on the performance of the public transport sector, influencing both economic productivity and social mobility. Given that a large portion of the population relies on public transport for access to employment, education, and healthcare, improving the quality of service is a priority for the government and private sector stakeholders alike. Studies have shown that poor driving standards, including a lack of defensive driving techniques and poor customer service, contribute significantly to the dissatisfaction and fear experienced by passengers, ultimately reducing the effectiveness of the transport system (Tchouaket & Fomekong, 2021). The introduction of formal driver training programs that include both technical driving skills and customer service elements could help address these issues. By improving driver competence, the quality of service would increase, leading to greater passenger satisfaction, enhanced road safety, and a reduction in accidents. This study, therefore, seeks to assess the impact of driver training on passenger satisfaction within the Cameroonian public transport system, offering valuable insights that could guide policy interventions and inform the development of future training programs aimed at enhancing the sector’s overall performance.

1.2 Statement of the Problem

Public transport is an essential component of any society’s mobility system, providing access to employment, education, health care, and other social services, especially for the low- and middle-income population. However, in many urban and semi-urban regions, particularly in developing countries like Cameroon, the quality of public transport services remains poor and unreliable (Njoh, 2020). A key area of concern has been the behavior and competency of public transport drivers, which has a direct impact on passenger satisfaction. Passengers have increasingly reported dissatisfaction due to aggressive driving, poor communication, disregard for traffic rules, and unsafe driving practices (Ndoh & Tita, 2021). Traditionally, most interventions aimed at improving public transportation systems have focused on infrastructure development, vehicle upgrades, and fare adjustments, with limited attention given to the human factor specifically, the driver’s role in service delivery (World Bank, 2022). While these infrastructure-centric strategies are important, they do not address the service quality perceptions shaped by drivers’ attitudes and driving behavior. In fact, studies show that even in well-structured transport systems, poor driver conduct can significantly reduce customer satisfaction and trust in public transport (Abdullah et al., 2021).

To address these concerns, some public transport operators and local authorities have recently introduced various forms of driver training programs focusing on traffic laws, defensive driving, customer service, and road safety. These initiatives are intended to improve driver behavior and, consequently, the public perception of transport services. However, these training programs are often sporadic, lack standardization, and are not uniformly implemented across the sector (Tambi & Fon, 2023). As a result, many public transport drivers still operate without formal or updated training, leading to continued complaints from passengers. Despite these recent developments, there is still limited empirical research examining the actual impact of driver training on passenger satisfaction, particularly in Sub-Saharan Africa. This knowledge gap is significant because understanding the extent to which driver training influences passenger experiences can help policymakers and transport companies design more effective training and monitoring systems. This study is therefore motivated by the urgent need to evaluate the effectiveness of driver training programs in enhancing passenger satisfaction, thereby contributing to safer, more efficient, and more customer-focused public transport systems.

1.3 Research Question

1.3.1 Main Research Question:

What is the effect of driver training on passenger satisfaction in public transport?

1.3.2 Specific Research Questions:

1.3.2 How does defensive driving training affect passenger satisfaction in public transport?

How does customer service training for drivers affect passenger satisfaction in public transport?

How does drivers’ knowledge of traffic regulations affect passenger satisfaction in public transport?

1.4 Research Objectives

1.4.1 Main Objective

To examine the effect of driver training on passenger satisfaction in public transport.

1.4.2 Specific Objectives

To assess the effect of defensive driving training on passenger satisfaction in public transport.

To evaluate the effect of customer service training for drivers on passenger satisfaction in public transport.

To examine the effect of drivers’ knowledge of traffic regulations on passenger satisfaction in public transport.