Measuring commuters perceptions of service quality of minibus taxi services in the city of Johannesburg

Abstract: Minibus taxis are important in South Africa, accounting for approximately 70% of all trips made on public transport. Despite this, the taxi industry is generally perceived as providers of frequent and flexible but low quality services. If government is to achieve its aim of modal shifts from private to public transport, it is necessary to provide car-competitive public transport services. The purpose of this study is to determine commuters’ perceptions of current service levels in the minibus taxi industry. An adapted SERVQUAL methodology was used to determine gaps between perceptions and expectations. The study found that the main reasons for dissatisfaction with current service levels were related to safety and comfort and, in general, users find that the quality of service in the industry is lower than expected. This research provides a clear indication of the most important areas on which future service level improvements should be focussed