文章基本信息

标题：Exploring public bus service quality in South Africa: A structural equation modelling approach
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作者：Ayanda M. Vilakazi ; Krishna K. Govender
期刊名称：Journal of Transport and Supply Chain Management
印刷版ISSN：2310-8789
电子版ISSN：1995-5235
出版年度：2014
卷号：8
期号：1
页码：10-19
DOI：10.4102/jtscm.v8i1.127
摘要：Abstract 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.
其他摘要：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.
关键词：Transportation management; public road transport; transport service quality; public bus transport
其他关键词：Transportation management;public road transport;transport service quality;public bus transport