Exploring public bus service quality in South Africa: A structural equation modelling approach

This study, which is a deviation from the usual practice of using SERVQUAL or an adapted version thereof, uses McKnight, Pagano and Paaswell's (1986) service quality dimensions, namely reliability; extent of service; comfort; safety; and affordability (RECSA) and structural equation modelling to determine commuters' perception of public bus service quality in a major city in South Africa. The RECSA model was adapted and fitted to the data collected from a convenience sample of bus commuters in Johannesburg, using structural equation modelling. It was ascertained that reliability, service, comfort and safety influenced the public bus commuters' perception of the overall service quality. The implications of the aforementioned findings for providers of public bus services are explained.