Abstract
Abstract : Public transport plays a significant role in providing a viable solution to socio-economic and environmental challenges. The utilisation of public transport saves money for passengers and provides them with extra cash that can be used for more needed household items. Public transport reduces traffic congestion on major highways, allowing free flow of traffic and reducing carbon monoxide emitted by cars; which also result in more clean environments. This study sought to establish passenger train employees highly affect customer satisfaction which in turn affects quality of service provided. An employee’s knowledge, appearance and inter personal skills are of importance and are highly expected by passengers. This study will also sought to comprehend how service quality is directly proportional to customer satisfaction and investigate how perception of customers are of paramount importance and significantly related to passenger satisfaction. This study sought to investigate how service quality dimensions contributes passenger value and how much customers are satisfied with the service quality, a questionnaire that consist of 30 statements that are categorially grouped and related to each of the five service quality dimensions of the SERVQUAL model are presented to 137 passengers. Majority respondents expectations were high with 76% while majority lowly perceived serviced offered with 24%. Only 18.8%% of passengers were satisfied with service quality and the remainder of the passengers were highly dissatisfied with the service quality. The objective of this dissertation is the following: Analyse the current service quality of passenger trains in Gauteng; Identify key issues faced by passengers on a daily basis; and Recommend methodologies, practises or solutions that will enable passenger trains companies to improve service quality and ensure that passengers’ security is not compromised.
M.Ing. (Engineering Management)