Expediting Habal-Habal formalization: Service quality assessment and commuter insights

Abstract

Urban mobility in emerging cities increasingly depends on informal transport modes, yet commuter experiences within these systems remain understudied. This study examines the service quality perceptions of habal-habal users, a motorcycle-based informal transportation system in Cebu City, Philippines. Guided by the SERVQUAL framework and supported by Informal Economy and Behavioral Transport Theories, the study used a descriptive-correlational design with a validated survey tool. Data from 100 purposively selected respondents were analyzed using descriptive statistics and multiple regression to determine how demographic factors affect service perception. Findings indicate that responsiveness (M = 3.924), reliability (M = 3.750), and comfort (M = 3.606) were the most positively rated dimensions, while safety (M = 3.232) and price (M = 3.090) remained key concerns. Regression results showed that age, ride frequency, education, and civil status significantly influenced perceptions of service quality. These results offer localized, demographic-based insights into commuter satisfaction within informal systems. The study underscores the importance of addressing safety, affordability, and peer-influenced service validation in shaping user trust. It also contributes to transport literature by extending SERVQUAL to community-based informal mobility. The findings provide actionable guidance for inclusive and scalable transport reforms, supporting the potential integration of habal-habal services into formal urban mobility planning.