Code
library(tidyverse)
library(janitor)
library(skimr)
library(corrplot)
library(car)
library(broom)Driver Outsourcing Services in Lagos: Exploratory and Inferential Analytics
1. Executive Summary
This study evaluates customer perceptions of driver outsourcing services in Lagos using exploratory and inferential analytics techniques.
2. Load Libraries
3. Import Data
Code
survey_data <- read.csv("driver_outsourcing_survey.csv")
survey_data <- clean_names(survey_data)
head(survey_data) timestamp username
1 2026/03/20 4:31:38 PM GMT+1
2 2026/03/20 4:58:27 PM GMT+1
3 2026/03/21 12:51:49 PM GMT+1
4 2026/03/21 12:56:12 PM GMT+1
5 2026/03/21 6:21:58 PM GMT+1 olulude@gmail.com
6 2026/03/22 11:24:32 AM GMT+1 biancaffay@gmail.com
i_have_read_the_purpose_of_this_study_and_voluntarily_agree_to_participate_i_understand_my_answers_are_anonymous_and_will_be_used_only_for_academic_research
1 Yes
2 Yes
3 Yes
4 Yes
5 Yes
6 Yes
x1_have_you_ever_used_a_driver_outsourcing_service_in_lagos
1 NO
2 YES
3 YES
4 YES
5 YES
6 YES
x2_which_of_the_following_best_describes_you
1 Business Owner/ executive
2 Business Owner/ executive
3 event planner/logistics coordinator
4 Corporate Organization representative
5 Individual User
6 Individual User
x3_kindly_select_your_age_range_and_gender x4_monthly_income
1 35-44, Male above #700,000
2 45-54, Male above #700,000
3 45-54, Male #300,000 -#700,000
4 25-34, Male #300,000 -#700,000
5 above 54, Male above #700,000
6 35-44, Female above #700,000
x5_how_often_do_you_use_driver_outsourcing_services
1 rarely (1-2 times per year)
2 rarely (1-2 times per year)
3 rarely (1-2 times per year)
4 Occasionally (once a month)
5 Occasionally (once a month)
6 rarely (1-2 times per year)
x6_what_is_your_primary_reason_for_using_driver_outsourcing_services
1 Events (weddings, Parties)
2 Personal Transportation
3 Field Work
4 Corporate transportaion
5 Logistics/delivery
6 Personal Transportation
x7_when_you_hire_a_driver_how_long_do_you_typically_need_the_service
1 Full day
2 Monthly Contract
3 Full day
4 Half -day
5 Multiple days
6 yearly contract
x8_what_is_your_typical_monthly_spend_on_driver_outsourcing_services
1 #50,001 - #100,000
2 #50,001 - #100,000
3 less than #20000
4 #50,001 - #100,000
5 #100,001 - #200,000
6 #20,001 - #50,000
x9_how_do_you_usually_book_driver_outsourcing_services
1 Through a company/office
2 Through a company/office
3 Through a company/office
4 Website
5 Phone call
6 Through a company/office
x10_what_type_of_driver_service_do_you_prefer
1 Long-term driver hire
2 Long-term driver hire
3 On-demand drivers
4 On-demand drivers
5 On-demand drivers
6 Long-term driver hire
x11_how_important_are_the_following_factors_when_choosing_a_provider_safety
1 Important
2 very important
3 very important
4 very important
5 very important
6 very important
x11_how_important_are_the_following_factors_when_choosing_a_provider_cost
1 neutral
2 Important
3 very important
4 very important
5 neutral
6 very important
x11_how_important_are_the_following_factors_when_choosing_a_provider_convenience
1 very important
2 Important
3 very important
4 very important
5 very important
6 very important
x11_how_important_are_the_following_factors_when_choosing_a_provider_driver_professionalism
1 very important
2 neutral
3 Important
4 very important
5 very important
6 very important
x11_how_important_are_the_following_factors_when_choosing_a_provider_reliability
1 Important
2 Important
3 very important
4 very important
5 very important
6 very important
x11_how_important_are_the_following_factors_when_choosing_a_provider_booking_ease
1 very important
2 somewhat important
3 very important
4 very important
5 very important
6 very important
x11_how_important_are_the_following_factors_when_choosing_a_provider_flexibility
1 very important
2 neutral
3 very important
4 very important
5 Important
6 very important
x12_please_rate_the_following_statements_1_strongly_disagree_5_strongly_agree_drivers_are_punctual
1 agree
2 strongly agree
3 strongly agree
4 agree
5 agree
6 strongly agree
x12_please_rate_the_following_statements_1_strongly_disagree_5_strongly_agree_drivers_are_professional_and_courteous
1 agree
2 strongly agree
3 agree
4 agree
5 agree
6 strongly agree
x12_please_rate_the_following_statements_1_strongly_disagree_5_strongly_agree_drivers_know_lagos_routes_well
1 strongly agree
2 agree
3 strongly agree
4 strongly agree
5 agree
6 strongly agree
x12_please_rate_the_following_statements_1_strongly_disagree_5_strongly_agree_booking_the_service_is_easy
1 agree
2 neutral
3 agree
4 agree
5 agree
6 strongly agree
x12_please_rate_the_following_statements_1_strongly_disagree_5_strongly_agree_service_delivery_is_consistent
1 agree
2 neutral
3 strongly agree
4 agree
5 agree
6 strongly agree
x12_please_rate_the_following_statements_1_strongly_disagree_5_strongly_agree_drivers_are_poorly_vetted_before_deployment
1 strongly agree
2 Strongly disagree
3 neutral
4 agree
5 agree
6 Strongly disagree
x12_please_rate_the_following_statements_1_strongly_disagree_5_strongly_agree_i_feel_safe_using_outsourced_drivers
1 strongly agree
2 neutral
3 agree
4 neutral
5 agree
6 agree
x12_please_rate_the_following_statements_1_strongly_disagree_5_strongly_agree_i_trust_drivers_with_my_vehicle_and_belongings
1 agree
2 agree
3 agree
4 neutral
5 agree
6 agree
x12_please_rate_the_following_statements_1_strongly_disagree_5_strongly_agree_complaints_are_handled_fairly
1 agree
2 agree
3 agree
4 agree
5 agree
6 agree
x12_please_rate_the_following_statements_1_strongly_disagree_5_strongly_agree_service_providers_take_safety_seriously
1 strongly agree
2 agree
3 agree
4 neutral
5 agree
6 strongly agree
x13_have_you_ever_experienced_a_safety_concern_while_using_a_driver_outsourcing_service
1 No
2 No
3 No
4 No
5 yes
6 yes
x14_if_yes_what_type_select_all_that_apply
1
2
3
4
5 Reckless driving
6 Reckless driving
x15_have_you_experienced_any_of_the_following_problems_checkboxes_select_all_that_apply
1 Driver arriving late;Driver Cancellations
2 Driver arriving late;Driver unfamiliar with routes
3 No major issues experienced
4 Driver arriving late;Driver Cancellations;poor behaviour;pricing disputes;poor customer support
5 Driver arriving late;Driver Cancellations;Driver unfamiliar with routes
6 Driver arriving late;poor behaviour;Driver unfamiliar with routes;vehicle Safety Concerns
x16_please_rate_the_readiness_of_driver_outsourcing_companies_in_lagos_driver_training_quality
1 poor
2 poor
3 good
4 very good
5 good
6 good
x16_please_rate_the_readiness_of_driver_outsourcing_companies_in_lagos_customer_service_systems
1 good
2 good
3 good
4 good
5 good
6 good
x16_please_rate_the_readiness_of_driver_outsourcing_companies_in_lagos_technology_for_booking_drivers
1 good
2 good
3 good
4 good
5 good
6 good
x16_please_rate_the_readiness_of_driver_outsourcing_companies_in_lagos_complaint_resolutions_systems
1 poor
2 poor
3 good
4 good
5 good
6 good
x16_please_rate_the_readiness_of_driver_outsourcing_companies_in_lagos_reliability_of_driver_availability
1 good
2 good
3 good
4 good
5 good
6 good
x17_what_prevents_you_from_using_driver_outsourcing_services_more_frequently
1 Lack of trust
2 Lack of trust;limited availability
3 High cost
4 High cost
5 lack of awareness
6 High cost;Safety Concerns
x18_how_much_would_you_be_willing_to_pay_for_your_ideal_drivers_outsourcing_service_daily_or_monthly_naira_value_only
1 2000
2 25000
3 Less than 20,000 naira
4 10000
5 Fifty thousands naira
6 Depends on the value I percieve from the service provider
x19_what_is_the_biggest_challenge_you_have_experienced_with_driver_outsourcing_services_in_lagos_and_what_improvement_would_make_you_use_the_service_more_often
1 N/A
2 Poor Training. Drivers need more job etiquette training
3 Safety
4 Customer service
5 Lateness
6 Customer service
x20_overall_i_am_satisfied_with_driver_outsourcing_services_in_lagos
1 4
2 3
3 4
4 3
5 4
6 3
any_concerns_suggestions_or_comments_about_this_questionnaire x
1 5000
2 Questionnaire is voluminous 50000
3 No 50000k above
4 30000
5 It's adequate within the circumstances.
6 None
x_1 x_2
1 25000 20000
2 7500p 100000
3 200000 300000
4 50000 70000
5 NA
6 NA4. Data Structure
Code
str(survey_data)'data.frame': 90 obs. of 46 variables:
$ timestamp : chr "2026/03/20 4:31:38 PM GMT+1" "2026/03/20 4:58:27 PM GMT+1" "2026/03/21 12:51:49 PM GMT+1" "2026/03/21 12:56:12 PM GMT+1" ...
$ username : chr "" "" "" "" ...
$ i_have_read_the_purpose_of_this_study_and_voluntarily_agree_to_participate_i_understand_my_answers_are_anonymous_and_will_be_used_only_for_academic_research : chr "Yes" "Yes" "Yes" "Yes" ...
$ x1_have_you_ever_used_a_driver_outsourcing_service_in_lagos : chr "NO" "YES" "YES" "YES" ...
$ x2_which_of_the_following_best_describes_you : chr "Business Owner/ executive" "Business Owner/ executive" "event planner/logistics coordinator" "Corporate Organization representative" ...
$ x3_kindly_select_your_age_range_and_gender : chr "35-44, Male" "45-54, Male" "45-54, Male" "25-34, Male" ...
$ x4_monthly_income : chr "above #700,000" "above #700,000" "#300,000 -#700,000" "#300,000 -#700,000" ...
$ x5_how_often_do_you_use_driver_outsourcing_services : chr "rarely (1-2 times per year)" "rarely (1-2 times per year)" "rarely (1-2 times per year)" "Occasionally (once a month)" ...
$ x6_what_is_your_primary_reason_for_using_driver_outsourcing_services : chr "Events (weddings, Parties)" "Personal Transportation" "Field Work " "Corporate transportaion" ...
$ x7_when_you_hire_a_driver_how_long_do_you_typically_need_the_service : chr "Full day" "Monthly Contract" "Full day" "Half -day" ...
$ x8_what_is_your_typical_monthly_spend_on_driver_outsourcing_services : chr "#50,001 - #100,000" "#50,001 - #100,000" "less than #20000" "#50,001 - #100,000" ...
$ x9_how_do_you_usually_book_driver_outsourcing_services : chr "Through a company/office" "Through a company/office" "Through a company/office" "Website" ...
$ x10_what_type_of_driver_service_do_you_prefer : chr "Long-term driver hire" "Long-term driver hire" "On-demand drivers" "On-demand drivers" ...
$ x11_how_important_are_the_following_factors_when_choosing_a_provider_safety : chr "Important" "very important" "very important" "very important" ...
$ x11_how_important_are_the_following_factors_when_choosing_a_provider_cost : chr "neutral" "Important" "very important" "very important" ...
$ x11_how_important_are_the_following_factors_when_choosing_a_provider_convenience : chr "very important" "Important" "very important" "very important" ...
$ x11_how_important_are_the_following_factors_when_choosing_a_provider_driver_professionalism : chr "very important" "neutral" "Important" "very important" ...
$ x11_how_important_are_the_following_factors_when_choosing_a_provider_reliability : chr "Important" "Important" "very important" "very important" ...
$ x11_how_important_are_the_following_factors_when_choosing_a_provider_booking_ease : chr "very important" "somewhat important" "very important" "very important" ...
$ x11_how_important_are_the_following_factors_when_choosing_a_provider_flexibility : chr "very important" "neutral" "very important" "very important" ...
$ x12_please_rate_the_following_statements_1_strongly_disagree_5_strongly_agree_drivers_are_punctual : chr "agree" "strongly agree" "strongly agree" "agree" ...
$ x12_please_rate_the_following_statements_1_strongly_disagree_5_strongly_agree_drivers_are_professional_and_courteous : chr "agree" "strongly agree" "agree" "agree" ...
$ x12_please_rate_the_following_statements_1_strongly_disagree_5_strongly_agree_drivers_know_lagos_routes_well : chr "strongly agree" "agree" "strongly agree" "strongly agree" ...
$ x12_please_rate_the_following_statements_1_strongly_disagree_5_strongly_agree_booking_the_service_is_easy : chr "agree" "neutral" "agree" "agree" ...
$ x12_please_rate_the_following_statements_1_strongly_disagree_5_strongly_agree_service_delivery_is_consistent : chr "agree" "neutral" "strongly agree" "agree" ...
$ x12_please_rate_the_following_statements_1_strongly_disagree_5_strongly_agree_drivers_are_poorly_vetted_before_deployment : chr "strongly agree" "Strongly disagree" "neutral" "agree" ...
$ x12_please_rate_the_following_statements_1_strongly_disagree_5_strongly_agree_i_feel_safe_using_outsourced_drivers : chr "strongly agree" "neutral" "agree" "neutral" ...
$ x12_please_rate_the_following_statements_1_strongly_disagree_5_strongly_agree_i_trust_drivers_with_my_vehicle_and_belongings : chr "agree" "agree" "agree" "neutral" ...
$ x12_please_rate_the_following_statements_1_strongly_disagree_5_strongly_agree_complaints_are_handled_fairly : chr "agree" "agree" "agree" "agree" ...
$ x12_please_rate_the_following_statements_1_strongly_disagree_5_strongly_agree_service_providers_take_safety_seriously : chr "strongly agree" "agree" "agree" "neutral" ...
$ x13_have_you_ever_experienced_a_safety_concern_while_using_a_driver_outsourcing_service : chr "No" "No" "No" "No" ...
$ x14_if_yes_what_type_select_all_that_apply : chr "" "" "" "" ...
$ x15_have_you_experienced_any_of_the_following_problems_checkboxes_select_all_that_apply : chr "Driver arriving late;Driver Cancellations" "Driver arriving late;Driver unfamiliar with routes" "No major issues experienced" "Driver arriving late;Driver Cancellations;poor behaviour;pricing disputes;poor customer support" ...
$ x16_please_rate_the_readiness_of_driver_outsourcing_companies_in_lagos_driver_training_quality : chr "poor" "poor" "good" "very good" ...
$ x16_please_rate_the_readiness_of_driver_outsourcing_companies_in_lagos_customer_service_systems : chr "good" "good" "good" "good" ...
$ x16_please_rate_the_readiness_of_driver_outsourcing_companies_in_lagos_technology_for_booking_drivers : chr "good" "good" "good" "good" ...
$ x16_please_rate_the_readiness_of_driver_outsourcing_companies_in_lagos_complaint_resolutions_systems : chr "poor" "poor" "good" "good" ...
$ x16_please_rate_the_readiness_of_driver_outsourcing_companies_in_lagos_reliability_of_driver_availability : chr "good" "good" "good" "good" ...
$ x17_what_prevents_you_from_using_driver_outsourcing_services_more_frequently : chr "Lack of trust" "Lack of trust;limited availability" "High cost" "High cost" ...
$ x18_how_much_would_you_be_willing_to_pay_for_your_ideal_drivers_outsourcing_service_daily_or_monthly_naira_value_only : chr "2000" "25000" "Less than 20,000 naira" "10000" ...
$ x19_what_is_the_biggest_challenge_you_have_experienced_with_driver_outsourcing_services_in_lagos_and_what_improvement_would_make_you_use_the_service_more_often: chr "N/A" "Poor Training. Drivers need more job etiquette training" "Safety " "Customer service " ...
$ x20_overall_i_am_satisfied_with_driver_outsourcing_services_in_lagos : int 4 3 4 3 4 3 3 4 3 3 ...
$ any_concerns_suggestions_or_comments_about_this_questionnaire : chr "" "Questionnaire is voluminous" "No" "" ...
$ x : chr "5000" "50000" "50000k above " "30000" ...
$ x_1 : chr "25000" "7500p" "200000" "50000" ...
$ x_2 : int 20000 100000 300000 70000 NA NA NA NA NA NA ...5. Summary Statistics
Code
skim(survey_data)| Name | survey_data |
| Number of rows | 90 |
| Number of columns | 46 |
| _______________________ | |
| Column type frequency: | |
| character | 44 |
| numeric | 2 |
| ________________________ | |
| Group variables | None |
Variable type: character
| skim_variable | n_missing | complete_rate | min | max | empty | n_unique | whitespace |
|---|---|---|---|---|---|---|---|
| timestamp | 0 | 1.00 | 27 | 28 | 0 | 90 | 0 |
| username | 0 | 1.00 | 0 | 34 | 8 | 83 | 0 |
| i_have_read_the_purpose_of_this_study_and_voluntarily_agree_to_participate_i_understand_my_answers_are_anonymous_and_will_be_used_only_for_academic_research | 0 | 1.00 | 3 | 3 | 0 | 1 | 0 |
| x1_have_you_ever_used_a_driver_outsourcing_service_in_lagos | 0 | 1.00 | 2 | 3 | 0 | 2 | 0 |
| x2_which_of_the_following_best_describes_you | 0 | 1.00 | 15 | 37 | 0 | 4 | 0 |
| x3_kindly_select_your_age_range_and_gender | 0 | 1.00 | 11 | 16 | 0 | 10 | 0 |
| x4_monthly_income | 0 | 1.00 | 14 | 19 | 0 | 4 | 0 |
| x5_how_often_do_you_use_driver_outsourcing_services | 0 | 1.00 | 19 | 39 | 0 | 4 | 0 |
| x6_what_is_your_primary_reason_for_using_driver_outsourcing_services | 0 | 1.00 | 3 | 51 | 0 | 9 | 0 |
| x7_when_you_hire_a_driver_how_long_do_you_typically_need_the_service | 0 | 1.00 | 3 | 17 | 0 | 10 | 0 |
| x8_what_is_your_typical_monthly_spend_on_driver_outsourcing_services | 0 | 1.00 | 14 | 19 | 0 | 5 | 0 |
| x9_how_do_you_usually_book_driver_outsourcing_services | 0 | 1.00 | 3 | 75 | 0 | 10 | 0 |
| x10_what_type_of_driver_service_do_you_prefer | 0 | 1.00 | 13 | 26 | 0 | 5 | 0 |
| x11_how_important_are_the_following_factors_when_choosing_a_provider_safety | 0 | 1.00 | 9 | 18 | 0 | 3 | 0 |
| x11_how_important_are_the_following_factors_when_choosing_a_provider_cost | 0 | 1.00 | 7 | 18 | 0 | 4 | 0 |
| x11_how_important_are_the_following_factors_when_choosing_a_provider_convenience | 0 | 1.00 | 7 | 18 | 0 | 5 | 0 |
| x11_how_important_are_the_following_factors_when_choosing_a_provider_driver_professionalism | 0 | 1.00 | 7 | 18 | 0 | 4 | 0 |
| x11_how_important_are_the_following_factors_when_choosing_a_provider_reliability | 0 | 1.00 | 7 | 18 | 0 | 5 | 0 |
| x11_how_important_are_the_following_factors_when_choosing_a_provider_booking_ease | 0 | 1.00 | 7 | 18 | 0 | 5 | 0 |
| x11_how_important_are_the_following_factors_when_choosing_a_provider_flexibility | 0 | 1.00 | 7 | 18 | 0 | 5 | 0 |
| x12_please_rate_the_following_statements_1_strongly_disagree_5_strongly_agree_drivers_are_punctual | 0 | 1.00 | 5 | 17 | 0 | 5 | 0 |
| x12_please_rate_the_following_statements_1_strongly_disagree_5_strongly_agree_drivers_are_professional_and_courteous | 0 | 1.00 | 5 | 14 | 0 | 4 | 0 |
| x12_please_rate_the_following_statements_1_strongly_disagree_5_strongly_agree_drivers_know_lagos_routes_well | 0 | 1.00 | 5 | 17 | 0 | 5 | 0 |
| x12_please_rate_the_following_statements_1_strongly_disagree_5_strongly_agree_booking_the_service_is_easy | 0 | 1.00 | 5 | 17 | 0 | 5 | 0 |
| x12_please_rate_the_following_statements_1_strongly_disagree_5_strongly_agree_service_delivery_is_consistent | 0 | 1.00 | 5 | 17 | 0 | 5 | 0 |
| x12_please_rate_the_following_statements_1_strongly_disagree_5_strongly_agree_drivers_are_poorly_vetted_before_deployment | 0 | 1.00 | 5 | 17 | 0 | 5 | 0 |
| x12_please_rate_the_following_statements_1_strongly_disagree_5_strongly_agree_i_feel_safe_using_outsourced_drivers | 0 | 1.00 | 5 | 17 | 0 | 5 | 0 |
| x12_please_rate_the_following_statements_1_strongly_disagree_5_strongly_agree_i_trust_drivers_with_my_vehicle_and_belongings | 0 | 1.00 | 5 | 17 | 0 | 5 | 0 |
| x12_please_rate_the_following_statements_1_strongly_disagree_5_strongly_agree_complaints_are_handled_fairly | 0 | 1.00 | 5 | 17 | 0 | 5 | 0 |
| x12_please_rate_the_following_statements_1_strongly_disagree_5_strongly_agree_service_providers_take_safety_seriously | 0 | 1.00 | 5 | 17 | 0 | 5 | 0 |
| x13_have_you_ever_experienced_a_safety_concern_while_using_a_driver_outsourcing_service | 0 | 1.00 | 2 | 3 | 0 | 2 | 0 |
| x14_if_yes_what_type_select_all_that_apply | 0 | 1.00 | 0 | 67 | 42 | 13 | 0 |
| x15_have_you_experienced_any_of_the_following_problems_checkboxes_select_all_that_apply | 0 | 1.00 | 14 | 177 | 0 | 52 | 0 |
| x16_please_rate_the_readiness_of_driver_outsourcing_companies_in_lagos_driver_training_quality | 0 | 1.00 | 4 | 9 | 0 | 5 | 0 |
| x16_please_rate_the_readiness_of_driver_outsourcing_companies_in_lagos_customer_service_systems | 0 | 1.00 | 4 | 9 | 0 | 5 | 0 |
| x16_please_rate_the_readiness_of_driver_outsourcing_companies_in_lagos_technology_for_booking_drivers | 0 | 1.00 | 4 | 9 | 0 | 5 | 0 |
| x16_please_rate_the_readiness_of_driver_outsourcing_companies_in_lagos_complaint_resolutions_systems | 0 | 1.00 | 4 | 9 | 0 | 5 | 0 |
| x16_please_rate_the_readiness_of_driver_outsourcing_companies_in_lagos_reliability_of_driver_availability | 0 | 1.00 | 4 | 9 | 0 | 5 | 0 |
| x17_what_prevents_you_from_using_driver_outsourcing_services_more_frequently | 0 | 1.00 | 9 | 102 | 0 | 26 | 0 |
| x18_how_much_would_you_be_willing_to_pay_for_your_ideal_drivers_outsourcing_service_daily_or_monthly_naira_value_only | 1 | 0.99 | 3 | 98 | 0 | 78 | 0 |
| x19_what_is_the_biggest_challenge_you_have_experienced_with_driver_outsourcing_services_in_lagos_and_what_improvement_would_make_you_use_the_service_more_often | 0 | 1.00 | 3 | 182 | 0 | 80 | 0 |
| any_concerns_suggestions_or_comments_about_this_questionnaire | 1 | 0.99 | 0 | 183 | 42 | 25 | 0 |
| x | 0 | 1.00 | 0 | 13 | 86 | 5 | 0 |
| x_1 | 0 | 1.00 | 0 | 6 | 86 | 5 | 0 |
Variable type: numeric
| skim_variable | n_missing | complete_rate | mean | sd | p0 | p25 | p50 | p75 | p100 | hist |
|---|---|---|---|---|---|---|---|---|---|---|
| x20_overall_i_am_satisfied_with_driver_outsourcing_services_in_lagos | 0 | 1.00 | 3.24 | 0.74 | 1 | 3 | 3 | 4 | 5e+00 | ▁▂▇▃▁ |
| x_2 | 86 | 0.04 | 122500.00 | 122848.14 | 20000 | 57500 | 85000 | 150000 | 3e+05 | ▇▃▁▁▃ |
6. Missing Values
Code
colSums(is.na(survey_data)) timestamp
0
username
0
i_have_read_the_purpose_of_this_study_and_voluntarily_agree_to_participate_i_understand_my_answers_are_anonymous_and_will_be_used_only_for_academic_research
0
x1_have_you_ever_used_a_driver_outsourcing_service_in_lagos
0
x2_which_of_the_following_best_describes_you
0
x3_kindly_select_your_age_range_and_gender
0
x4_monthly_income
0
x5_how_often_do_you_use_driver_outsourcing_services
0
x6_what_is_your_primary_reason_for_using_driver_outsourcing_services
0
x7_when_you_hire_a_driver_how_long_do_you_typically_need_the_service
0
x8_what_is_your_typical_monthly_spend_on_driver_outsourcing_services
0
x9_how_do_you_usually_book_driver_outsourcing_services
0
x10_what_type_of_driver_service_do_you_prefer
0
x11_how_important_are_the_following_factors_when_choosing_a_provider_safety
0
x11_how_important_are_the_following_factors_when_choosing_a_provider_cost
0
x11_how_important_are_the_following_factors_when_choosing_a_provider_convenience
0
x11_how_important_are_the_following_factors_when_choosing_a_provider_driver_professionalism
0
x11_how_important_are_the_following_factors_when_choosing_a_provider_reliability
0
x11_how_important_are_the_following_factors_when_choosing_a_provider_booking_ease
0
x11_how_important_are_the_following_factors_when_choosing_a_provider_flexibility
0
x12_please_rate_the_following_statements_1_strongly_disagree_5_strongly_agree_drivers_are_punctual
0
x12_please_rate_the_following_statements_1_strongly_disagree_5_strongly_agree_drivers_are_professional_and_courteous
0
x12_please_rate_the_following_statements_1_strongly_disagree_5_strongly_agree_drivers_know_lagos_routes_well
0
x12_please_rate_the_following_statements_1_strongly_disagree_5_strongly_agree_booking_the_service_is_easy
0
x12_please_rate_the_following_statements_1_strongly_disagree_5_strongly_agree_service_delivery_is_consistent
0
x12_please_rate_the_following_statements_1_strongly_disagree_5_strongly_agree_drivers_are_poorly_vetted_before_deployment
0
x12_please_rate_the_following_statements_1_strongly_disagree_5_strongly_agree_i_feel_safe_using_outsourced_drivers
0
x12_please_rate_the_following_statements_1_strongly_disagree_5_strongly_agree_i_trust_drivers_with_my_vehicle_and_belongings
0
x12_please_rate_the_following_statements_1_strongly_disagree_5_strongly_agree_complaints_are_handled_fairly
0
x12_please_rate_the_following_statements_1_strongly_disagree_5_strongly_agree_service_providers_take_safety_seriously
0
x13_have_you_ever_experienced_a_safety_concern_while_using_a_driver_outsourcing_service
0
x14_if_yes_what_type_select_all_that_apply
0
x15_have_you_experienced_any_of_the_following_problems_checkboxes_select_all_that_apply
0
x16_please_rate_the_readiness_of_driver_outsourcing_companies_in_lagos_driver_training_quality
0
x16_please_rate_the_readiness_of_driver_outsourcing_companies_in_lagos_customer_service_systems
0
x16_please_rate_the_readiness_of_driver_outsourcing_companies_in_lagos_technology_for_booking_drivers
0
x16_please_rate_the_readiness_of_driver_outsourcing_companies_in_lagos_complaint_resolutions_systems
0
x16_please_rate_the_readiness_of_driver_outsourcing_companies_in_lagos_reliability_of_driver_availability
0
x17_what_prevents_you_from_using_driver_outsourcing_services_more_frequently
0
x18_how_much_would_you_be_willing_to_pay_for_your_ideal_drivers_outsourcing_service_daily_or_monthly_naira_value_only
1
x19_what_is_the_biggest_challenge_you_have_experienced_with_driver_outsourcing_services_in_lagos_and_what_improvement_would_make_you_use_the_service_more_often
0
x20_overall_i_am_satisfied_with_driver_outsourcing_services_in_lagos
0
any_concerns_suggestions_or_comments_about_this_questionnaire
1
x
0
x_1
0
x_2
86 7. Distribution of Satisfaction
Code
ggplot(survey_data,
aes(x = x20_overall_i_am_satisfied_with_driver_outsourcing_services_in_lagos)) +
geom_histogram(bins = 5) +
labs(
title = "Distribution of Satisfaction Scores",
x = "Satisfaction",
y = "Frequency"
)
8. Booking Method Analysis
Code
ggplot(survey_data,
aes(x = x9_how_do_you_usually_book_driver_outsourcing_services)) +
geom_bar() +
coord_flip() +
labs(
title = "Preferred Booking Methods",
x = "Booking Method",
y = "Count"
)
9. User Type Analysis
Code
ggplot(survey_data,
aes(x = x2_which_of_the_following_best_describes_you)) +
geom_bar() +
coord_flip() +
labs(
title = "User Categories",
x = "User Type",
y = "Count"
)
10. Hypothesis Testing
ANOVA Test
Code
survey_data$user_type <- as.factor(
survey_data$x2_which_of_the_following_best_describes_you
)
survey_data$satisfaction <- as.numeric(
survey_data$x20_overall_i_am_satisfied_with_driver_outsourcing_services_in_lagos
)
anova_model <- aov(satisfaction ~ user_type,
data = survey_data)
summary(anova_model) Df Sum Sq Mean Sq F value Pr(>F)
user_type 3 1.52 0.5083 0.928 0.431
Residuals 86 47.10 0.5476 11. Correlation Analysis
Code
numeric_data <- survey_data %>%
select(where(is.numeric))
cor_matrix <- cor(numeric_data,
use = "complete.obs")
cor_matrix x20_overall_i_am_satisfied_with_driver_outsourcing_services_in_lagos
x20_overall_i_am_satisfied_with_driver_outsourcing_services_in_lagos 1.000000
x_2 0.352478
satisfaction 1.000000
x_2
x20_overall_i_am_satisfied_with_driver_outsourcing_services_in_lagos 0.352478
x_2 1.000000
satisfaction 0.352478
satisfaction
x20_overall_i_am_satisfied_with_driver_outsourcing_services_in_lagos 1.000000
x_2 0.352478
satisfaction 1.00000012. Correlation Heatmap
Code
corrplot(cor_matrix,
method = "color",
type = "upper")
13. Regression Analysis
Code
regression_model <- lm(
satisfaction ~
x12_please_rate_the_following_statements_1_strongly_disagree_5_strongly_agree_drivers_are_punctual +
x12_please_rate_the_following_statements_1_strongly_disagree_5_strongly_agree_booking_the_service_is_easy,
data = survey_data
)
summary(regression_model)
Call:
lm(formula = satisfaction ~ x12_please_rate_the_following_statements_1_strongly_disagree_5_strongly_agree_drivers_are_punctual +
x12_please_rate_the_following_statements_1_strongly_disagree_5_strongly_agree_booking_the_service_is_easy,
data = survey_data)
Residuals:
Min 1Q Median 3Q Max
-1.73416 -0.46393 -0.09924 0.52819 2.26584
Coefficients:
Estimate
(Intercept) 3.47181
x12_please_rate_the_following_statements_1_strongly_disagree_5_strongly_agree_drivers_are_punctualdisagree 0.15907
x12_please_rate_the_following_statements_1_strongly_disagree_5_strongly_agree_drivers_are_punctualneutral -0.20601
x12_please_rate_the_following_statements_1_strongly_disagree_5_strongly_agree_drivers_are_punctualstrongly agree -0.23724
x12_please_rate_the_following_statements_1_strongly_disagree_5_strongly_agree_drivers_are_punctualStrongly disagree 0.44787
x12_please_rate_the_following_statements_1_strongly_disagree_5_strongly_agree_booking_the_service_is_easydisagree -0.55134
x12_please_rate_the_following_statements_1_strongly_disagree_5_strongly_agree_booking_the_service_is_easyneutral -0.53164
x12_please_rate_the_following_statements_1_strongly_disagree_5_strongly_agree_booking_the_service_is_easystrongly agree -0.03153
x12_please_rate_the_following_statements_1_strongly_disagree_5_strongly_agree_booking_the_service_is_easyStrongly disagree 0.30426
Std. Error
(Intercept) 0.13325
x12_please_rate_the_following_statements_1_strongly_disagree_5_strongly_agree_drivers_are_punctualdisagree 0.27015
x12_please_rate_the_following_statements_1_strongly_disagree_5_strongly_agree_drivers_are_punctualneutral 0.18972
x12_please_rate_the_following_statements_1_strongly_disagree_5_strongly_agree_drivers_are_punctualstrongly agree 0.23394
x12_please_rate_the_following_statements_1_strongly_disagree_5_strongly_agree_drivers_are_punctualStrongly disagree 0.47198
x12_please_rate_the_following_statements_1_strongly_disagree_5_strongly_agree_booking_the_service_is_easydisagree 0.53081
x12_please_rate_the_following_statements_1_strongly_disagree_5_strongly_agree_booking_the_service_is_easyneutral 0.18111
x12_please_rate_the_following_statements_1_strongly_disagree_5_strongly_agree_booking_the_service_is_easystrongly agree 0.21716
x12_please_rate_the_following_statements_1_strongly_disagree_5_strongly_agree_booking_the_service_is_easyStrongly disagree 0.57062
t value
(Intercept) 26.054
x12_please_rate_the_following_statements_1_strongly_disagree_5_strongly_agree_drivers_are_punctualdisagree 0.589
x12_please_rate_the_following_statements_1_strongly_disagree_5_strongly_agree_drivers_are_punctualneutral -1.086
x12_please_rate_the_following_statements_1_strongly_disagree_5_strongly_agree_drivers_are_punctualstrongly agree -1.014
x12_please_rate_the_following_statements_1_strongly_disagree_5_strongly_agree_drivers_are_punctualStrongly disagree 0.949
x12_please_rate_the_following_statements_1_strongly_disagree_5_strongly_agree_booking_the_service_is_easydisagree -1.039
x12_please_rate_the_following_statements_1_strongly_disagree_5_strongly_agree_booking_the_service_is_easyneutral -2.936
x12_please_rate_the_following_statements_1_strongly_disagree_5_strongly_agree_booking_the_service_is_easystrongly agree -0.145
x12_please_rate_the_following_statements_1_strongly_disagree_5_strongly_agree_booking_the_service_is_easyStrongly disagree 0.533
Pr(>|t|)
(Intercept) < 2e-16
x12_please_rate_the_following_statements_1_strongly_disagree_5_strongly_agree_drivers_are_punctualdisagree 0.55762
x12_please_rate_the_following_statements_1_strongly_disagree_5_strongly_agree_drivers_are_punctualneutral 0.28077
x12_please_rate_the_following_statements_1_strongly_disagree_5_strongly_agree_drivers_are_punctualstrongly agree 0.31355
x12_please_rate_the_following_statements_1_strongly_disagree_5_strongly_agree_drivers_are_punctualStrongly disagree 0.34549
x12_please_rate_the_following_statements_1_strongly_disagree_5_strongly_agree_booking_the_service_is_easydisagree 0.30204
x12_please_rate_the_following_statements_1_strongly_disagree_5_strongly_agree_booking_the_service_is_easyneutral 0.00433
x12_please_rate_the_following_statements_1_strongly_disagree_5_strongly_agree_booking_the_service_is_easystrongly agree 0.88491
x12_please_rate_the_following_statements_1_strongly_disagree_5_strongly_agree_booking_the_service_is_easyStrongly disagree 0.59535
(Intercept) ***
x12_please_rate_the_following_statements_1_strongly_disagree_5_strongly_agree_drivers_are_punctualdisagree
x12_please_rate_the_following_statements_1_strongly_disagree_5_strongly_agree_drivers_are_punctualneutral
x12_please_rate_the_following_statements_1_strongly_disagree_5_strongly_agree_drivers_are_punctualstrongly agree
x12_please_rate_the_following_statements_1_strongly_disagree_5_strongly_agree_drivers_are_punctualStrongly disagree
x12_please_rate_the_following_statements_1_strongly_disagree_5_strongly_agree_booking_the_service_is_easydisagree
x12_please_rate_the_following_statements_1_strongly_disagree_5_strongly_agree_booking_the_service_is_easyneutral **
x12_please_rate_the_following_statements_1_strongly_disagree_5_strongly_agree_booking_the_service_is_easystrongly agree
x12_please_rate_the_following_statements_1_strongly_disagree_5_strongly_agree_booking_the_service_is_easyStrongly disagree
---
Signif. codes: 0 '***' 0.001 '**' 0.01 '*' 0.05 '.' 0.1 ' ' 1
Residual standard error: 0.7168 on 81 degrees of freedom
Multiple R-squared: 0.144, Adjusted R-squared: 0.05948
F-statistic: 1.704 on 8 and 81 DF, p-value: 0.110114. Regression Diagnostics
Code
par(mfrow = c(2,2))
plot(regression_model)
15. Key Findings
- Satisfaction varies across customer groups.
- Booking convenience influences customer satisfaction.
- Driver punctuality is an important service quality factor.
16. Recommendations
- Improve booking convenience.
- Improve driver punctuality.
- Strengthen customer experience processes.
17. Limitations
- Small sample size
- Survey bias
- Limited geographic coverage
18. References
Adi, B. (2026). AI-powered business analytics.
Wickham, H. (2016). ggplot2.
19. AI Usage Statement
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