A STUDY ON CUSTOMERS’ PERCEPTION OF INLAND WATER FERRY TRANSPORTATION IN WARRI - OKERENKOKO INLAND WATERWAY
Abstract
Inland water transportation is a vital transit corridor in the Niger Delta, yet it remains underutilized due to concerns regarding service quality and safety. This study investigated customers’ perceptions of safety and reliability in inland water ferry transportation along the Warri-Okerenkoko waterway in Delta State, Nigeria. Utilizing a descriptive survey research design, data were collected from 50 frequent commuters using a structured 5-point Likert scale questionnaire. The demographic profile revealed that the route is primarily an institutional transit link, with students (82%) and civil servants (16%) constituting the vast majority of users. Descriptive analysis indicated that both safety (mean = 2.91) and reliability (mean = 2.69) perceptions fall below the neutral midpoint, reflecting general passenger dissatisfaction. Specifically, price instability and poor punctuality were identified as the most significant operational failures. A Multiple Linear Regression analysis was employed to determine the impact of these perceptions on customer loyalty. The results showed that the model is statistically significant (F = 4.64, p = 0.014), with safety perception being a much stronger predictor of recommendation intent (β = 0.378) than reliability (β = 0.181). These findings suggest that while commuters are frustrated by delays, their fundamental trust in the service is driven by perceived seaworthiness and security. The study recommends the enforcement of strict safety standards by maritime authorities and the adoption of fixed departure schedules to meet the needs of the student and civil servant populations.
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