Work

Exploring public bus service quality in South Africa: A structural equation modelling approach

Year: 2014

Type: article

Abstract: This study, which is a deviation from the usual practice of using SERVQUAL or an adaptedversion thereof, uses McKnight, Pagano and Paaswell’s (1986) service quality dimensions,namely reliability; extent of service; comfort; safety; and affordability (RECSA) and structuralequation modelling to determine commuters’ perception of public bus service quality in amajor city in South Africa. The RECSA model was adapted and fitted to the data collectedfrom a convenience sample of bus commuters in Johannesburg, using structural equationmodelling. It was ascertained that reliability, service, comfort and safety influenced thepublic bus commuters’ perception of the overall service quality. The implications of theaforementioned findings for providers of public bus services are explained.

Source: Journal of Transport and Supply Chain Management

DOI: 10.4102/jtscm.v8i1.127

Authors: Ayanda M. Vilakazi, Krishna K. Govender

Institutions: University of KwaZulu-Natal, Regenesys Business School

Language: English

Topic: Transportation Planning and Optimization

Subfield: Transportation

Field: Social Sciences

Domain: Social Sciences

SDG: Sustainable cities and communities

Open Access status: gold

Estimated APC paid: $625