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Abstract

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