Enhancing Transportation Service Experience in Developing Countries: A Post Pandemic Perspective

Abstract

The impact of COVID-19 on human activities has been immense, and the consequences are still unfolding. The arrival of COVID-19 has changed the provision and delivery of transportation services. This chapter specifically focuses on the anticipated post-pandemic changing nature of the service and service industries with particular reference to the Nigerian transport industry and its post-pandemic outlook. Nigeria, a developing country with existing underlying economic challenges, weak transportation infrastructures, and a growing population, faces a multitude of challenges adjusting to the ‘new normal’ post-pandemic. This chapter contributes to the emerging literature on the impact of the pandemic on developing countries; it presents the opportunities and inherent challenges for services providers, service design and service quality and improvement. The study recognises the impact of poor infrastructure on transportation and ardently on transport services provision and service system and process. Managerial implications for government, policymakers and transport services providers were also provided. Transportation service providers also need to redesign and co-create value in their services in recognition of an immediate transition of service processes, effectively communicate and engage with the customer through social media and other platforms and ensuring technology-enabled customer encounters.

Dealing with impact of COVID-19 on transportation in a developing country: Insights and policy recommendations

“…This was also corroborated by Dai et al (2021) as they recognised a radical modal shift from public to private transport mode in India. Though there are limited studies on the impact of COVID on transportation, Mogaji, 2020b , Mogaji et al, 2021 explored travel behaviour in Lagos Nigeria while Abdullah et al (2021) explored the case of Pakistan. Understanding the governments’ financial support for the transport industry, commuters travel behaviour and perception of several strategies for promoting public transport are important in formulating post-COVID transport policies.…”

“…For many of the developing countries, there has been an effort towards developing transport policies ( Omiunu, 1987 ; Mwase, 1996 ), however implementing them has been challenging ( Berg et al, 2017 ). In addition to locational and physical factors, there have been limitations because of the high cost of construction due to poor procurement practices ( Estache and Iimi, 2009 ), the problems accessing funds for investment in infrastructural development ( Sperling and Claussen, 2004 ; Mogaji, 2020b , Mogaji et al, 2021 ), corrupt practises ( Collier et al, 2015 ), ethnic favouritism and political motivation in citing transportation facilities ( Burgess et al, 2015 ) and insufficient maintenance.…”

“…Despite these challenges, there has been an effort to encourage active transport in Africa ( Loo and Siiba, 2019 ), support growth and improve economic activities through transport facilities ( Porter, 2014 ) and also developing transport infrastructure through public-private partnerships ( Osei–Kyei and Chan, 2016 ). While recognising that these policies and interventions are essential for the growth and development of many of these developing countries, the pandemic presents another challenge that will inform decision making and policymaking ( Mogaji, 2020b , Mogaji et al, 2021 ), calling for the need for further refine transport policy expectations and its limitations ( MacKett, 2002 ).…”

“…The study set out to analyse the impacts of COVID-19 on the transport industry in Lagos, Nigeria, a developing country with its inherent challenges ( Mogaji, 2020b , Mogaji et al, 2021 ). The conceptual framework for this study, illustrated in Fig.…”

“…Apart from those on the essential duty of care, a large proportion of the global human population has been placed on one restriction or the other. These restrictive measures (self-isolation in the case of infected patients, stay at home directives, as well as steering essential duty and care) forced "new normal" transport procedures on all stakeholders in the transport industry ( Mogaji et al, 2021 ).…”