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Original Research

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

Ayanda M. Vilakazi, Krishna K. Govender

Journal of Transport and Supply Chain Management; Vol 8, No 1 (2014), 10 pages. doi: 10.4102/jtscm.v8i1.127

Submitted: 25 October 2013
Published:  30 July 2014


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.

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Author affiliations

Ayanda M. Vilakazi, Graduate School of Business, University of KwaZulu-Natal, South Africa
Krishna K. Govender, School of Management, IT and Governance, University of KwaZulu-Natal, South Africa and Regenesys Business School, University of KwaZulu-Natal, South Africa


Transportation management; public road transport; transport service quality; public bus transport


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ISSN: 2310-8789 (print) | ISSN: 1995-5235 (online)

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