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

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.