Service work, gender, and well-being: the role of customer behaviour in shaping the experiences of female drivers

What is it about?

Women working as drivers in Nigeria’s transport industry face unique challenges due to gender bias, customer behavior, and safety concerns. Our research explores how customer interactions shape the well-being, job satisfaction, and career prospects of female drivers in ride-hailing services (such as Uber and Bolt), taxis, and public buses. Many female drivers experience discrimination from passengers who doubt their driving skills simply because they are women. Some customers cancel rides or refuse to enter the vehicle upon realizing the driver is female. Others express condescending attitudes or attempt to give unnecessary driving instructions. However, not all interactions are negative—some customers, especially younger and more progressive individuals, express admiration and encouragement, showing that societal attitudes are slowly changing. A major concern for female drivers is harassment and safety. Many reported receiving inappropriate comments, unwanted advances, or feeling unsafe with certain passengers. These risks make some women avoid working at night or in specific areas, which limits their earning potential. Additionally, women drivers often face financial difficulties, as they are less likely to own their vehicles and must lease them under unfavorable conditions. They also struggle with unfair treatment from mechanics and higher vehicle maintenance costs. Despite these challenges, many female drivers find satisfaction in their work, particularly because it offers flexibility to balance family responsibilities. Some see driving as a temporary job, while others aspire to expand their businesses and employ more women. The study highlights the need for improved security measures, gender-sensitive transport policies, and customer awareness campaigns to create a safer and fairer working environment for female drivers.

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