Measuring customer satisfaction with the Gautrain during the COVID-19 pandemic using the service quality model

Abstract

Background: The Gautrain was created with the sole purpose of availing efficient transportation between the three metropolitan municipalities, namely the City of Tshwane, the City of Johannesburg and the City of Ekurhuleni. The Gautrain has been transporting more than five million passengers annually. However, ridership decreased drastically because of COVID-19. Poor ridership has resulted in less revenue income and the halting of expansion. In prior years, the Gautrain Management Agency (GMA) measured customer satisfaction levels; however, it has not undertaken such a study since the start of COVID-19 pandemic. Objectives: The study measured service quality experienced by Gautrain users amidst the COVID-19 pandemic through the service quality (SERVQUAL) model. Unknown customer satisfaction levels with the Gautrain services during the COVID-19 pandemic posed a problem for the agency. Method: This study followed a descriptive and quantitative path. A cross-sectional survey via online platforms was used to collect the data. The study had a sample size of 84 Gautrain commuters. Results: The findings revealed that users experienced a negative service quality in terms of SERVQUAL dimensions, namely assurance, tangibles, empathy and responsiveness. Conclusion: The study concluded that COVID-19 had a negative impact on some of the Gautrain service factors; however, users were still satisfied with some of the service factors. It is recommended that the Gautrain can improve services by understanding what customers expect in terms of service factors during the pandemic.