Measuring commuters perceptions of service quality of selected public bus services in the city of Johannesburg

Show simple item record Luke, R. en Heyns, G. en 2017-10-13T13:38:57Z 2017-10-13T13:38:57Z 2017 en
dc.description Papers presented at the 36th Southern African Transport Conference, CSIR International Convention Centre, Pretoria, South Africa on 10-13 July 2017. en
dc.description.abstract The quality of public transport services receives frequent media coverage and is often the cause of civil unrest. Whilst the developed world moves towards lower car usage and higher levels of public transport use, South Africa’s public transport system remains unable to provide the commuter with an attractive alternative to the private car. This paper uses a modified SERVQUAL model to consider the gap between commuters’ perceptions of service quality and their expectations. The study measures five dimensions of service quality, i.e. reliability, the extent of the service, comfort, safety and affordability. These five dimensions comprise 25 attributes in total. Respondents were targeted from the Greater Johannesburg area, as the largest urban population in the country. The results indicate gaps in some of the dimensions and a number of attributes were identified as having influenced the perception of service quality significantly enough to lead to customer dissatisfaction. The study provides public transport operators and government departments responsible for the provision and subsidisation of public transport with a tool characterised by a good degree of openness and flexibility, to fit individual needs. It might also be of interest for practitioners wishing to explore the main drivers of satisfaction among transport users. Recommendations for improvement in service quality have been made. en_ZA
dc.description.sponsorship Transportation research board of the national academies en
dc.format.extent 14 pages en
dc.format.mimetype PDF en
dc.language.iso en en
dc.publisher Southern African Transport Conference en
dc.rights University of Pretoria en
dc.subject SERVQUAL en
dc.subject Public transport en
dc.subject Service quality en
dc.subject South Africa en
dc.title Measuring commuters perceptions of service quality of selected public bus services in the city of Johannesburg en
dc.type Presentation en

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