Passenger Information Sources and Matatu Users’ Needs: a Case Study of Githunguri – Nairobi Route

Abstract

Travel information is important for efficient mobility and sustainable development. However, in many parts of the world especially many cities in the global south, accessible urban transport data - including basic static information on routes, stops and service quality - are scarce or missing. Whether for building mobility as a service or improving public transport, real-time passenger information is critical for seamless travel across many modes. Literature points that, overall, satisfaction and use of public transport can be increased by improving information systems, because information empowers users to make better decisions and make more efficient trips. Passenger information systems improve wayfinding and help travellers plan more efficient trips. Therefore, passenger travel information improves the way passengers interact and feel about public transport and has a direct impact on accessibility to jobs and other opportunities. Though matatus are a major mode of public transport in Kenya, passengers often have problems understanding timetables, travel time estimation due to the terrible traffic congestion especially in urban areas, route identification, real-time tracking of vehicles, efficient booking and determining fares. Those matatu users are frequently unaware of vehicle arrival and departure time, travel duration, pick up and drop off points and fares makes travel planning difficult. Thus the study sought to understand matatu users travel information needs, where they source for their travel information and to examine whether available passenger information sources are addressing matatu passenger information needs of Githunguri-Nairobi route. The study employed the service quality theory which highlights that it is critical to understand how subtle customers react to various service qualities. In order to improve the efficacy of public transport service provision, service providers should allocate resources in a way that is consistent with the primary concern of the customer which in this case is the matatu users’ needs for travel information. To gain insight into what are the passenger information needs of the matatu users and how they source for travel information, the study employed a descriptive research design with quantitative and qualitative data collection approaches. The study conducted a survey with eighty five matatu users within the study area, eleven key informants and a focus group discussion with eleven matatu users within the study area. The study found that socioeconomic characteristics such as age, sex, level of education and occupation of matatu users directly influence the matatu users’ needs of passenger information. Therefore there is need to consider such demographic characteristics when designing passenger information sources. Matatu users’ most significant need for travel information is fares being charged during a trip, thus there is need to ensure that there is fare standardization in the matatu transport sector. The study observed that the most significant source of passenger travel information is the matatu conductors followed closely by other Matatu SACCOs employees. In this regard, it is clear that word of mouth from matatu SACCOs personnel was an important medium of passenger information provision. Furthermore, it was noted that matatu users sourced for travel information from more than one source. Thus there is need to provide multiple sources of passenger information in an integrated system to ensure that all passengers are able to access the travel information, regardless of their ability. This can be accomplished adequately by investing in a technology-enabled passenger information system. Lastly, in regards to effectiveness of passenger information sources in meeting matatu users’ needs, it is clear that passenger information sources are yet to meet the intended purpose of effectively providing travel information to the matatu users within the route. This is because all the variables used to assess effectiveness of passenger information sources in meeting matatu users’ needs (accessibility, reliability, accuracy and timeliness of information sources) were rated below 50%. Additionally, though key informants from the matatu SACCOs stated that the matatu SACCOs were meeting the matatu users’ needs for travel information, it is clear that there is still a gap. Some of the mechanisms proposed to ensure that passenger information sources meet matatu users' needs for travel information include: a clear understanding of the matatu users' needs to ensure that the travel information system is developed to meet their needs, taking into account the capabilities of the matatu SACCOs in providing passenger information, a clear understanding of the local context and finally, developing of information systems better suited for matatus rather than copy pasting solutions from western countries.