The road infrastructure network in Ghana has received a massive growth over the years. Despite the efforts by the Government of Ghana to improve road infrastructure and services, road related problems still occur every now and then. There is growing recognition, of the need to understand road user needs and concerns to deliver quality road services effectively and efficiently. The statement of the problem gives an indication that there are road users’ satisfaction challenges on the George Walker Bush Highway in spite of the huge project investment made by the Government of Ghana and the Millennium Challenge Cooperation. Thus, the aim of the research is to evaluate the level of satisfaction of road users with the George Walker Bush (GWB) Highway. Questionnaire surveys was conducted on motorists and pedestrians. The views of both motorists and pedestrians with respect to the technical and functional service quality dimensions were assessed with a modified SERVQUAL instrument. Several implications regarding the satisfaction of road users of the GWB-highway were drawn from the findings of the research. The scores for all the quality dimensions measured indicated negative gaps which imply the expectations of road users of the GWB-highway exceeded their initial perceptions with the quality dimensions. The overall satisfaction rates show that pedestrians were averagely more satisfied with the service dimensions measured than motorists with an average mean scores of 3.87 and 2.94 respectively. The results of the regression analysis, show that road surface conditions and pedestrians’ safety are the significant service quality dimensions that influence the satisfaction of road users. The findings of this study have empirically affirmed that, the service quality dimensions that influence the satisfaction of road users cannot be ignored or underrated in road infrastructure delivery. It further informs the road agencies and operators of the need to give due attention to satisfaction of road users during design and construction stages.

The key drive for every road system is accessibility and mobility, therefore, the vision of any road transport system is to bridge the gap between road user needs and satisfaction (Organization for Economic Co-operation and Development, OECD, 2001). The road transport system constitutes one of the key indicators of every national development, thus, facilitating the movement of people, goods and services for diverse purposes (Buertey and Asare, 2014). The road infrastructure forms the backbone on which a society is built. In Ghana, it forms an essential part of the Ghana Shared Growth and Development Agenda aimed at addressing infrastructure and human settlement challenges (Road Infrastructure Development Annual Report, 2011). According to the Ghana Investment Promotion Centre Report (2009), road transport in Ghana accounts for 94% and 97% of freights and passenger traffics respectively. Development in the road network has served as an important indicator for socio-economic growth throughout history. However, meeting the needs and expectations of road users for an improved road infrastructure delivery is still a growing concern for many governments and road agencies.

There is a traditional view that, the achievements of road sectors are mainly determined by the efficiency and fulfillment of the agencies’ targeted goals as well as the quality of products and services they offer (OECD, 2001). Nowadays, developing and maintaining road infrastructure as well as delivering the required quality by meeting set standards has become a critical part of everyday life. Subsequently, the focus of road agencies has been shifted more towards the need to provide adequate satisfaction to road users and other beneficiaries of road infrastructural developments than emphasizing solely on the product. Robinson et al. (1998) stated that, customer perceptions and concerns must define the goals of the road industry, especially, since the fulfillment of customer satisfaction is an essential prerequisite for quality assessment which forms part of the ISO 9001:2008 standards.

This study focused on assessing the satisfaction levels of road users of the George Walker Bush Highway. Utilizing the right instruments for the required needs of the road sector as long as road users’ satisfaction is concerned, can provide a significant deal of input for the road sector improvement as well as an enhanced service and product delivery system. Preliminary investigations conducted in 2015 with the Ghana Highway Authority indicates that, unlike the road sectors in developed countries, road users’ satisfaction is still a new concept in developing countries, especially, in Ghana. Thus, the focus of this research was to bring to light how road users’ expectations and perceptions are formed and evaluated.

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Item Type: Ghanaian Topic  |  Size: 133 pages  |  Chapters: 1-5
Format: MS Word  |  Delivery: Within 30Mins.


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