Transportation satisfaction of disabled passengers: Evidence from a developing country

Abstract

While previous studies, often based in developed countries, have established that travel satisfaction contributes to the overall well-being of individuals, there is a shortage of insight regarding travel satisfaction in terms of vulnerable groups in developing countries, including those with lower income, and the impact of this travel satisfaction on the essential areas of life. Accordingly, this study focuses on disabled commuters in Nigeria, one of the world's largest developing countries. Qualitative data from semi-structured interviews with 32 disabled individuals were thematically analysed to investigate the participants’ travel satisfaction. The findings revealed three key themes: (1) mood, which is the internal expression of satisfaction; (2) emotion, which is the external expression of satisfaction; and (3) cognitive action, referring to disabled commuters’ plans of action based on self-evaluation of their satisfaction level. This study makes theoretical contributions to the existing literature on travel satisfaction, travel behaviour and the experiences of disabled commuters. Further, practical implications for transport operators, policy-makers, charity organisations and social enterprises are discussed.