• Daniel Minnow Maclar
• Eric Quansah

Public transportation is a lifeline for many students in Ghana, yet service quality is a major concern. This study carried out a comparative analysis of the service quality of the Ghana Private Road Transport Union (GPRTU) and Metro Mass Transit Limited (MMTL) from the perspective of students of Takoradi Technical University (TTU) in Western region, Ghana. Data were collected from 300 students using a structured questionnaire, and the results were examined through the SERVQUAL framework, which considers reliability, responsiveness, assurance, empathy, and tangibles. The findings indicate that reliability and responsiveness were weak. MMTL was criticized for inconsistent schedules and overcrowding. Assurance emerged as the strongest area for both services. Students generally expressed confidence in safety measures, though GPRTU staff were rated slightly higher for politeness and professionalism. Empathy was less visible in both providers, as a little over half of the students were willing to recommend the services to others. Many respondents also felt that drivers and conductors showed little care for passengers’ concerns. Tangibles recorded the lowest ratings, with students highlighting the need for newer and better-maintained vehicles. In conclusion, the SERVQUAL model provides a measure of reasonable trust in both GPRTU and MMTL. The study recommends improvements in time management, vehicle maintenance, customer service training, and the adoption of modern systems like digital ticketing and real-time tracking to enhance satisfaction and build greater loyalty among student passengers.

SERVQUAL; reliability; assurance; tangibles; responsiveness; empathy

"COMPARATIVE ANALYSIS ON SERVICE QUALITY BETWEEN GHANA PRIVATE ROAD TRANSPORT UNION AND METRO MASS TRANSIT LIMITED; PERSPECTIVE OF STUDENTS OF TAKORADI TECHNICAL UNIVERSITY", International Journal of Emerging Technologies and Innovative Research (www.jetir.org), ISSN:2349-5162, Vol.12, Issue 11, page no.e184-e193, November-2025, Available :http://www.jetir.org/papers/JETIR2511422.pdf

"COMPARATIVE ANALYSIS ON SERVICE QUALITY BETWEEN GHANA PRIVATE ROAD TRANSPORT UNION AND METRO MASS TRANSIT LIMITED; PERSPECTIVE OF STUDENTS OF TAKORADI TECHNICAL UNIVERSITY", International Journal of Emerging Technologies and Innovative Research (www.jetir.org | UGC and issn Approved), ISSN:2349-5162, Vol.12, Issue 11, page no. ppe184-e193, November-2025, Available at : http://www.jetir.org/papers/JETIR2511422.pdf