Original Research - Special Collection: Impact of COVID-19 on the transport and logistics management

Measuring customer satisfaction with the Gautrain during the COVID-19 pandemic using the service quality model

Douglas N. Raza, Tshepiso Koele, Morongoa G. Makhafola, Mpho M. Monyemangene
Journal of Transport and Supply Chain Management | Vol 16 | a771 | DOI: https://doi.org/10.4102/jtscm.v16i0.771 | © 2022 Douglas N. Raza, Tshepiso Koele, Morongoa G. Makhafola, Mpho M. Monyemangene | This work is licensed under CC Attribution 4.0
Submitted: 28 March 2022 | Published: 03 November 2022

About the author(s)

Douglas N. Raza, Department of Transport and Supply Chain Management, College of Business and Economics, University of Johannesburg, Johannesburg, South Africa
Tshepiso Koele, Department of Transport and Supply Chain Management, College of Business and Economics, University of Johannesburg, Johannesburg, South Africa
Morongoa G. Makhafola, Department of Transport and Supply Chain Management, College of Business and Economics, University of Johannesburg, Johannesburg, South Africa
Mpho M. Monyemangene, Department of Transport and Supply Chain Management, College of Business and Economics, University of Johannesburg, Johannesburg, South Africa

Abstract

Background: The Gautrain was created with the sole purpose of availing efficient transportation between the three metropolitan municipalities, namely the City of Tshwane, the City of Johannesburg and the City of Ekurhuleni. The Gautrain has been transporting more than five million passengers annually. However, ridership decreased drastically because of COVID-19. Poor ridership has resulted in less revenue income and the halting of expansion. In prior years, the Gautrain Management Agency (GMA) measured customer satisfaction levels; however, it has not undertaken such a study since the start of COVID-19 pandemic.

Objectives: The study measured service quality experienced by Gautrain users amidst the COVID-19 pandemic through the service quality (SERVQUAL) model. Unknown customer satisfaction levels with the Gautrain services during the COVID-19 pandemic posed a problem for the agency.

Method: This study followed a descriptive and quantitative path. A cross-sectional survey via online platforms was used to collect the data. The study had a sample size of 84 Gautrain commuters.

Results: The findings revealed that users experienced a negative service quality in terms of SERVQUAL dimensions, namely assurance, tangibles, empathy and responsiveness.

Conclusion: The study concluded that COVID-19 had a negative impact on some of the Gautrain service factors; however, users were still satisfied with some of the service factors. It is recommended that the Gautrain can improve services by understanding what customers expect in terms of service factors during the pandemic.


Keywords

pandemic; COVID-19; Gautrain; public transport; customer satisfaction; customer service; SERVQUAL model; rail transport

Metrics

Total abstract views: 2119
Total article views: 2465

 

Crossref Citations

1. The impact of COVID-19 on the transport and logistics management: Lessons learnt and future imperatives
Noleen Pisa
Journal of Transport and Supply Chain Management  vol: 16  year: 2022  
doi: 10.4102/jtscm.v16i0.836