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

Ayanda M Vilakazi,Krishna K Govender

doi:10.4102/jtscm.v8i1.127

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.

Highlights

According to Finn and Mulley (2011:90), the mobility of people is fundamental to their ability to participate in society
In light of the aforementioned, this paper aims to explore commuters’ perceptions of bus and minibus taxi services in terms of McKnight et al.’s (1986) service quality dimensions, namely reliability, extent of service, comfort, safety http://www.jtscm.co.za and affordability (RECSA), and to recommend strategies to improve public bus transport service quality based on the research findings
According to Coakes and Steed (2003:140), there are a number of different reliability coefficients, one of the most commonly used is Cronbach’s alpha, in that similar results will be obtained if the survey is conducted amongst a larger sample of respondents

Summary

Introduction

According to Finn and Mulley (2011:90), the mobility of people is fundamental to their ability to participate in society. In South Africa, public transport claims a significant portion of, and is a substantial contributor to, the country’s gross domestic product (GDP), this industry is overlooked as regards the calculation of the transport sector’s contribution to both the GDP and other social and developmental objectives of the country, including, job creation (Ndebele 2011). The South African taxi industry is estimated to contribute more than R30 billion to the country’s GDP (Ndebele 2011). Public transport is generally used by the poorer members of the community (Finn & Mulley 2011; Mashiri, Moeketsi & Baloyi 2010), despite inefficiencies (Thomas, Ryneveld & Pascarel 2010). Bus commuters are often faced with inadequate service, poorly arranged schedules, lack of facilities, including bus stops and shelters, and infrequency of services, at off-peak times, the convenience of these services is severely compromised (Mashiri et al 2010)

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Conclusion