Evaluation of Passenger Satisfaction with Urban Bus Rapid Transit Services in Abuja, Federal Capital Territory

Passenger satisfaction is a critical indicator of service quality and operational effectiveness in public transit systems. This study evaluates passenger satisfaction with the Bus Rapid Transit (BRT) services operated by the Abuja Metropolitan Transport Authority in the Federal Capital Territory. Employing a descriptive cross-sectional survey, the research gathered responses from 200 commuters across five major BRT corridors using a structured Likert-scale questionnaire adapted from the SERVQUAL model. Key service dimensions examined include punctuality, vehicle comfort, driver conduct, terminal facilities, and ticketing convenience. Results indicate that passengers express moderate satisfaction with vehicle comfort and terminal cleanliness but report significant dissatisfaction with scheduling reliability and overcrowding during peak hours. Regression analysis identifies punctuality and route coverage as the strongest predictors of overall passenger satisfaction. The findings underscore the need for real-time passenger information systems and a revised scheduling protocol aligned with actual demand patterns. This research provides transport planners and policymakers in the North Central geopolitical zone with actionable data for improving urban transit service delivery. The study further recommends periodic satisfaction audits as standard management practice for all publicly operated transit systems in Nigeria. Keywords: passenger satisfaction, BRT, Abuja, service quality, urban transit.