Eurasian Business Review

, Volume 6, Issue 1, pp 101–116 | Cite as

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

  • Krishna K. GovenderEmail author
Original Paper


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.


Service quality Transport service Public transport Mini-bus taxi service 


  1. Aaker, D. A., Kumar, V., & Day, G. S. (2007). Marketing Research. USA: Wiley.Google Scholar
  2. Arrive Alive (2011). Minibus taxis and road safety. Available at: Accessed 9 June 2011.
  3. Barabino, B., Deiana, E., & Tilocca, P. (2012). Measuring service quality in urban bus transport: a modified SERVQUAL approach. International Journal of Quality and Service Sciences, 4(3), 238–252.CrossRefGoogle Scholar
  4. Button, K. J., & Hensher, D. A. (2001). Transportation systems. Handbook of Transportation Systems and Traffic Control, 3(1), 33–110.Google Scholar
  5. Byrne, B. M. (2010). Structural equation modelling with EQS: basic concepts, applications, and programmes (2nd ed.). New Jersey: Erlbaum Publishing.Google Scholar
  6. City of Johannesburg. (2003). Integrated transport plan. Johannesburg: Transport Department Publishing.Google Scholar
  7. Cooper, R. D., & Schindler, S. P. (2001). Business Research Methods. USA: McGraw-Hill.Google Scholar
  8. Council for Scientific and Industrial Research. (2000). Batho Pele—People First: Transportation Research Review. Pretoria: CSIR Publishing.Google Scholar
  9. Edvardsson, B., Larsson, G., & Setterlind, S. (1997). Internal service quality and the psychological work environment: an empirical analysis of conceptual interrelatedness. Service Industry Journal, 17(2), 252–263.CrossRefGoogle Scholar
  10. Forsyth, E., & Smyth, A. (1986). Behavioural research on transport policy: The application of attitudinal research to the management of urban transport. UK: University of Leeds, Faculty of Environment.Google Scholar
  11. Gauteng Province 2009. Gauteng land transport framework. Available at: Accessed 20 Sep 2012.
  12. Gregory, D.O. (2011). Systems That Work. Available at: Accessed 23 May 2011.
  13. Javid, M. A., Okamura, T., Nakamura, F., & Wang, R. (2013). Comparison of Commuters’ satisfaction and preferences with public transport: a case of Wagon service in Lahore. Jordan Journal of Civil Engineering, 7(4), 461–472.Google Scholar
  14. Mashiri, M.A.M. (2010). Increasing public transport market share in South Africa: the options. Available at: Accessed 20 Nov 2010.
  15. Matthews, G. (2013). Shadow health and wellbeing board, passenger transport in Northumberland. Available at: Accessed on 13 April 2013.
  16. McKnight, C.E., Pagano, A.N., Paaswell, R.E. (1986). Using quality to predict demand for special transportation, in behavioural research for transport policy. International conference on travel behavior. The Netherlands: VNU Science Press.Google Scholar
  17. Miller, M.J. (2012). Reliability and validity of graduate research methods. Available at: Accessed 12 Sep 2012.
  18. Ndebele, S. (2011). Transportation in South Africa. Proceedings of the Transportation Investment Conference. South Africa: Department of Transport Publishing.Google Scholar
  19. Parasuraman, A., Zeithaml, V., & Berry, L. L. (1988). Servqual: a multiple-item scale for measuring customer perceptions of service quality. Journal of Retailing, 64(1), 12–40.Google Scholar
  20. Randheer, K., Al-Motawa, A., & Vijay, P. (2011). Measuring Commuters’ perception on service quality using SERVQUAL in public transportation. International Journal of Marketing Studies, 3(1), 21–34.CrossRefGoogle Scholar
  21. Reynoso, J., & Moore, B. (1995). Towards the measurement of internal service quality. International Journal of Service Industry Management, 6(3), 64–83.CrossRefGoogle Scholar
  22. Russel, M.L. (2012). Travel time use on public transport: What passengers do and how it affects their wellbeing. PhD Thesis. New Zealand: University of Otago.Google Scholar
  23. Sahney, S., Banwet, D. K., & Karunes, S. (2004). A SERVQUAL and QFD approach to total quality education: a student perspective. International Journal of Production and Performance Management, 53(2), 143–166.CrossRefGoogle Scholar
  24. Shaibani, A.A. (2005). Dubai Municipality Implements State-of-the-Art Public Transport Scheduling System. Available at: Accessed 2 May 2011.
  25. Simona, S. (2010). Quality of public transportation services in urban area of Oradea. Annals of Faculty of Economics, 1(2), 469–474.Google Scholar
  26. Singh, A. P., Singh, V., Sharma, A. K., & Sharma, A. (2014). Strategies for improvement of service quality for commuters in public transit service—a case study of Bhopal. AKGEC International Journal of Technology, 5(2), 9–17.Google Scholar
  27. Thomas, W., Ryneveld, V. P., & Pascarel, N. (2010). Facts Sheet. Western Cape: The BPO Learning Lab, University of Stellenbosch.Google Scholar
  28. Vilakazi, A. M., & Govender, K. K. (2014). Exploring public bus service quality in South Africa: A structural modelling approach. Journal of Transport and Supply Chain Management, 8(1), 1–10.Google Scholar
  29. Zeithaml, V. A., & Bitner, M. J. (2000). Services Marketing: Integrating Customer Focus across the Firm (2nd ed.). New York: Irwin McGraw-Hill.Google Scholar

Copyright information

© Eurasia Business and Economics Society 2015

Authors and Affiliations

  1. 1.University of KwaZulu-NatalDurbanSouth Africa
  2. 2.Regenesys Business SchoolJohannesburgSouth Africa

Personalised recommendations