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.