oa Journal of Transport and Supply Chain Management - The bus rapid transit system : a service quality dimension of commuter uptake in Cape Town, South Africa : original research
This study evaluated commuter uptake of the bus rapid transit (BRT) system in Cape Town, South Africa. As a stated preference survey was not carried out prior to the launch of the new BRT system in the City of Cape Town, it became difficult to assess commuters' preferences, which would have provided City policymakers and planners with an understanding of customer satisfaction of the proposed bus service. The commuting trend of the BRT system in the City indicates that tickets sales and utilisation by commuters is gradually picking up, but one would have expected high commuter engagement in terms of the modernity profile of the BRT system. This study investigated commuters' (n = 260) satisfaction levels with 30 service quality variables on a self-rated questionnaire, using quantitative research methodology. The study result showed that passengers were not satisfied with the transport fare and the availability or accessibility of ticket sales outlets. In the context of this study, this result implies that the 'responsiveness and affordability' variable of the service quality dimensions should be an area of interest and review to City of Cape Town policymakers and planners. Service quality trends in public transport were also highlighted.
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