Service Quality Management in Passenger Transportation

Service quality in public transport is an important area of study as it either directly or indirectly affects all citizens and all businesses. Public transport is essential to the wellbeing of any nation; it is essential for industry, people¿s mobility and good communications; it claims a significant portion of, and is a substantial contributor to the country¿s Gross Domestic Product (GDP). The management of public road transport in South Africa is a shared responsibility between national, provincial and local government; all of whom play a critical role in ensuring that efficient services exist. Public transport in South Africa is in a state of a crisis; therefore more is required to re-configure its institutional arrangements and operations, promote integration in order to improve service quality and demand. Efficient public transport services could be achieved through rigorous attention to important service quality dimensions. The demand for buses and minibus taxis, in particular is likely to increase in the future if public transport models are based on the RELIABILITY, EXTENT OF SERVICE, COMFORT, SAFETY, and AFFORDABILITY (RECSA MODEL).