Customer experience and road usage on Uganda’s private public partnership roads: a case of Kampala Entebbe expressway.

Abstract

The purpose of the study was to assess the customer experience and road usage on Uganda’s Public Private Partnership (PPP) roads, with a focus on the Kampala Entebbe Expressway. The objectives of the study were to examine how customer information access affects road usage, to assess how customer satisfaction affects road usage, and to analyze the relationship between passenger expectations and road usage. The study adopted a mixed method approach that is both qualitative and quantitative research approaches. A sample of 84 respondents, including management staff, operational staff, and road passengers, was selected through a combination of purposive and simple random sampling techniques. Data was collected using self-administered questionnaires and interview guides. Results revealed that customer information access had a positive significant association with road usage (r = 0.684, p = 0.000), indicating that real-time traffic updates and accessible road information enhance route optimization, reduce travel time, lower vehicle maintenance costs, and improve overall user experience. Customer satisfaction also had a positive significant relationship with road usage (r = 0.632, p = 0.000), showing that satisfied road users are more likely to consistently choose certain routes, provide constructive feedback, and engage with road management initiatives, thereby improving service responsiveness and infrastructure maintenance. Passenger expectations were positively related to road usage (r = 0.687, p = 0.000), suggesting that aligning service delivery with user expectations fosters trust, predictable usage patterns, and adherence to traffic regulations, which enhances road efficiency and service quality. Among the variables, customer information access explained 46.2% of variations in road usage, passenger expectations accounted for 47.1%, and customer satisfaction accounted for 40.1%, indicating that all three factors have meaningful influence on road usage patterns. Based on the findings, it was recommended that the Uganda National Roads Authority (UNRA) should expand and maintain real-time traffic update systems, actively gather and respond to road user feedback, and ensure transparency in toll revenue utilization to improve infrastructure and safety. The Government of Uganda should provide sustained funding, support public-private partnerships for smarter infrastructure, and strengthen policies promoting responsible road use. Road users should utilize available traffic updates for better journey planning, provide constructive feedback, and adhere to traffic regulations to enhance safety and efficiency.