Assessing rail service quality through commuter insights : a case study of Mamelodi, Tshwane

Abstract

This study investigates commuter perceptions of rail service quality in Mamelodi, within the Tshwane Metropolitan area, to assess service provision more closely with user expectations. As part of South Africa’s broader public transport system, PRASA’s rail network faces significant challenges, including service unreliability, outdated infrastructure, and safety concerns, particularly in township contexts. The study uses a structured quantitative approach to evaluate core service dimensions: reliability, safety, comfort, accessibility, efficiency, affordability, and overall service quality. Based on responses from 120 rail users in Mamelodi. A gap analysis framework is applied to assess discrepancies between expected and perceived performance, highlighting critical safety, reliability, and comfort shortfalls. To translate user insights into actionable improvements, the study adopts a Value Proposition Canvas (VPC), mapping commuter needs (“Customer Jobs”), frustrations (“Pains”), and positive experiences (“Gains”) against existing service offerings. The VPC reveals tangible areas for intervention, including the need for on-time reliability, improved onboard safety, and better crowd management. These findings underscore the importance of user-centred planning in enhancing commuter satisfaction and restoring trust in township-based rail services. Ultimately, the study reinforces the importance of viewing service quality not only as a technical objective but as a relational process shaped by commuter expectations and the broader social and spatial dynamics that influence urban mobility.