A CONCEPTUAL FRAMEWORK TO EVALUATE ROAD USERS’ SATISFACTION OF GEORGE WALKER BUSH HIGHWAY, GHANA

Abstract

The road infrastructure network in Ghana has received a massive growth over the years. Despite the efforts by the Government of Ghana to improve road infrastructure and services, road related problems still occur every now and then. There is growing recognition of the need to understand road user needs and concerns to deliver quality road services effectively and efficiently. The statement of the problem gives an indication that there are road users’ satisfaction challenges on the George Walker Bush Highway in spite of the huge project investment made by the Government of Ghana and the Millennium Challenge Cooperation. Unfortunately, studies have shown that road users’ satisfaction is still a new concept in Ghana. Using the SERVQUAL and Service Quality Gap models, a conceptual framework is proposed to evaluate the satisfaction levels of road users of the GWBHighway.