Abstract
With urbanisation and increasing complexities related to mobility options, understanding the factors influencing mode choice selection is crucial when investing in user-centric public transport infrastructure development. The introduction of a high-speed rail plays an integral role in shaping urban mobility, however, commuters continually make choices regarding their preferred mode of transport. High-speed rail requires significant capital and operational investment, making the commercial business case for its investment more stringent, especially in developing countries. This study investigated service quality factors influencing both mode choice selection and non-selection of the Gautrain, aiming to provide invaluable insights for transport planning agencies and transport authorities. The research employed a comprehensive framework that integrated service quality dimensions, such as reliability, accessibility, comfort, safety, and affordability, to analyse service quality factors that may influence commuters’ selection and non-selection of the use of the Gautrain. A combination of a quantitative survey and qualitative interviews were used to collect data from diverse user and non-user groups in the Gauteng Province.
Moreover, the study identified several contextual and demographic variables related to the selection and non-selection of the Gautrain, such as socio-economic status, travel purpose, and geographic location. The findings suggest that tailoring service quality improvements to the specific needs and preferences of different user segments could enhance overall satisfaction and encourage mode shift. This research contributes to the existing literature by providing a nuanced understanding of the relationship between service quality factors, mode choice selection, and non-selection.