ASSESSING COMMUNICATION APPROACHES OF NIGERIA RAILWAY CORPORATION (NRC) IN ENHANCING PASSENGER EXPERIENCE AND SATISFACTION

<p>Abstract<br>The study investigated the communication strategies of the Nigeria Railway Corporation (NRC)<br>in enhancing passenger experience and satisfaction, with a focus on the Lagos-Ibadan railway<br>route. The route is significant for its high passenger volume and modern infrastructure,<br>contributing to the NRC’s strategic importance in Nigeria’s transportation sector. The study<br>leveraged the Media Richness Theory to assess the effectiveness of NRC’s communication<br>strategies in engaging and updating its passenger and how it affects passenger’s satisfaction.<br>Three train stations on the Lagos-Ibadan railway route were purposively selected. Using a<br>mixed- method approach, the study combine survey (quantitative) of 376 passengers and Indepth Interview (qualitative) with 20 communication staff members of NRC. Data generated<br>from the survey were analysed using descriptive method while data from IDI were analysed<br>thematically. The study found that while NRC utilized various communication channels, such as<br>station announcement, helpdesk services and digital media, challenges persist in accessibility,<br>clarity, responsiveness, and timeliness of information delivery. Again, the passengers expressed<br>low satisfaction with the NRC’s handling of communication during service disruptions and<br>emergencies. The study therefore recommended that the NRC leverage digital platforms for realtime updates; enhance the clarity of announcements; and improve staff training to foster better<br>passenger’s engagement.<br>Keywords: Nigeria Railway Corporation; Passenger Satisfaction; Communication Strategy;<br>Assessment. Lagos-Ibadan Route</p>