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Exploring public transport service quality: the case of mini-bus taxi service in South Africa

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  • Krishna K. Govender

    (University of KwaZulu-Natal
    Regenesys Business School)

Abstract

This paper is a deviation from the usual practice of using the SERVQUAL service quality dimensions, by measuring service quality using a more appropriate instrument which considers reliability, extent of the service, comfort, safety and affordability (RECSA), as broad attributes/dimensions of transport service quality. From research conducted among a convenience sample of 690 commuters in a large South African city (Johannesburg), selected using the “commuter intercept survey” method, it was ascertained through structural equation modelling that all RECSA dimension influenced the commuters’ perception of the overall mini-bus service quality. The findings imply that the service providers need to be cognizant of the commuters’ perceptions and attempt to improve service delivery by inter-alia, focusing on specific components of RECSA and improving these to ensure that mini-bus taxi commuters have a more satisfying service experience and develop positive perceptions of the overall service quality.

Suggested Citation

  • Krishna K. Govender, 2016. "Exploring public transport service quality: the case of mini-bus taxi service in South Africa," Eurasian Business Review, Springer;Eurasia Business and Economics Society, vol. 6(1), pages 101-116, April.
    • Handle: RePEc:spr:eurasi:v:6:y:2016:i:1:d:10.1007_s40821-015-0036-y
    DOI: 10.1007/s40821-015-0036-y
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    References listed on IDEAS

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    1. Silaghi Simona, 2010. "Quality Of Public Transportation Services In Urban Area Of Oradea," Annals of Faculty of Economics, University of Oradea, Faculty of Economics, vol. 1(2), pages 469-474, December.
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    Cited by:

    1. Moslehpour, Massoud & Lin, Yi Hsin & Nguyen, Thi Le Huyen, 2017. "Top purchase intention priorities of Vietnamese LCC passengers: Expectations and satisfaction," MPRA Paper 81635, University Library of Munich, Germany.
    2. Massoud Moslehpour & Wing-Keung Wong & Yi Hsin Lin & Thi Huyen Nguyen, 2018. "Top purchase intention priorities of Vietnamese low cost carrier passengers: expectations and satisfaction," Eurasian Business Review, Springer;Eurasia Business and Economics Society, vol. 8(4), pages 371-389, December.
    3. Na Rang Kim & Soon Goo Hong, 2020. "Text mining for the evaluation of public services: the case of a public bike-sharing system," Service Business, Springer;Pan-Pacific Business Association, vol. 14(3), pages 315-331, September.
    4. Luo, Qingyu & Bing, Xue & Jia, Hongfei & Song, Jinge, 2022. "An incentive subsidy mechanism for bus lines based on service level," Transport Policy, Elsevier, vol. 126(C), pages 1-13.

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