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 | a127 | DOI: https://doi.org/10.4102/jtscm.v8i1.127 | © 2014 Ayanda M. Vilakazi, Krishna K. Govender | This work is licensed under CC Attribution 4.0
Submitted: 25 October 2013 | Published: 30 July 2014

About the author(s)

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

Share this article

Bookmark and Share


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.


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


Total abstract views: 17596
Total article views: 9779


Crossref Citations

1. Exploring public transport service quality: the case of mini-bus taxi service in South Africa
Krishna K. Govender
Eurasian Business Review  vol: 6  issue: 1  first page: 101  year: 2016  
doi: 10.1007/s40821-015-0036-y