EVALUATION OF USER’S SATISFACTION IN THE USE OF TRICYCLE AS MOBILITY IN BIU TOWN, BORNO STATE

Abstract This study evaluates user satisfaction in the use of tricycles as mobility in Biu town, with emphasis on factors of users’ satisfaction which are: accessibility, service cost, and reliability. Tricycles serve as the dominant means of intra-urban transportation in Biu, yet little is known about commuter satisfaction with this service. A total of 370 commuters and 45 tricycle operators were surveyed using structured questionnaires and interviews. Data were analyzed using descriptive and inferential statistical methods. Findings revealed that accessibility and service cost significantly influence commuter satisfaction, while reliability, though important, showed inconsistent results. Accessibility was found to be higher in central areas but limited in outlying zones and at night. Service cost emerged as the most critical determinant of satisfaction, with fare fluctuations and affordability issues being major concerns. Reliability challenges were linked to poor road conditions, vehicle breakdowns, and traffic delays. The study concludes that improving affordability, route coverage, infrastructure, and regulatory frameworks would enhance tricycle service delivery and commuter satisfaction. Recommendations include fare regulation, improved roads, expansion of tricycle networks, and operator training. The study contributes to sustainable urban mobility by providing insights into user-centered transport planning in medium-sized towns like Biu.