publication . Article . 2014

Exploring public bus service quality in South Africa : a structural equation modelling approach : original research

Ayanda M. Vilakazi; Krishna K. Govender;
Open Access English
  • Published: 17 Mar 2014 Journal: Journal of Transport and Supply Chain Management (issn: 2310-8789, eissn: 1995-5235, Copyright policy)
  • Publisher: AOSIS
Abstract
<jats:p>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...
Subjects
free text keywords: Transportation management, public road transport, transport service quality, public bus transport, Shipment of goods. Delivery of goods, HF5761-5780, Transportation and communications, HE1-9990, Operations management, Transport engineering, Structural equation modeling, Business, Convenience sample, Service quality, Perception, media_common.quotation_subject, media_common, SERVQUAL
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