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Car ownership perceptions and intentions amongst South African students

  • Authors: Luke, Rose
  • Date: 2017
  • Subjects: Car ownership , Developing country , South Africa
  • Language: English
  • Type: Article
  • Identifier: http://hdl.handle.net/10210/254749 , uj:26681 , Citation: Luke, R. 2017. Car ownership perceptions and intentions amongst South African students.
  • Description: Abstract: High levels of car ownership have major impacts on congestion and thus the mobility, accessibility, heath and liveability in cities. Increasing car ownership is already reflected in high congestion levels in South African cities and does not appear to be reducing, despite policy interventions. The factors that drive the high car ownership intentions thus need to be investigated, so that policy efforts can be appropriately directed. The study aimed at investigating the car ownership intentions of students, as being most likely to drive car sales in the future, with the purpose of understanding the factors underlying the high desire to own a car. The study finds that although costs are the main barrier to market entry, and that most students intend to purchase a car as soon as they can afford it. These intentions are largely driven by the view that the quality of public transport constrains the movement of people and does not provide a travel alternative that is considered to be a reasonable alternative to the car, as indicated by the view that cars are a necessity. The study finds that although there are differences in the valuation of public and alternative modes of transport, based on demographic elements, familiarity with car usage and psychosocial factors, most students intend to own a car as the best means of travel, with little seeming to moderate the decision. The poor valuation of public and alternative transport suggests however that, whilst other measures to curb car use and promote public transport may have value, only significant service level improvements in public transport is likely to drive real behaviour change.
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Importance of transport infrastructure for socio-economic development : a South African public opinion poll

  • Authors: Heyns, Gert , Luke, Rose
  • Date: 2017
  • Subjects: Infrastructure , Public transport , Public opinion
  • Language: English
  • Type: Conference proceedings
  • Identifier: http://hdl.handle.net/10210/241449 , uj:24858 , Citation: Heyns, G. & Luke, R. 2017. Importance of transport infrastructure for socio-economic development : a South African public opinion poll.
  • Description: Abstract: This paper presents results of an investigation of the importance of transport infrastructure to socioeconomic development. It reviews selected areas of transport infrastructure provision which inhibits the achievement of the transport objectives as described by selected policy documents, such as the South African White Paper on National Transport Policy, the National Development Plan and, more recently, the National Transport Masterplan (NATMAP). The results are from four years of the Institute of Transport and Logistics Studies’ (Africa) State of Transport Opinion Poll, an annual survey of 1,000 adults across South Africa, which investigates the public’s opinions on certain transport matters, including the importance of transport, the perceived highest transport priorities, conditions of transport infrastructure and services, and the perceptions on the current and future state of transport. The findings indicate that the availability and overall condition of transport infrastructure is not delivering transport services which addresses the needs of the South African public. Major areas of concern for South Africans include mobility, accessibility, affordability and safety. The views from respondents included differences between provinces, indicating disparities in infrastructure provision across the country as well as from an urban/rural perspective, indicating the continuous divide between accessibility levels. Although the sample size could be viewed as a limitation of the study, the individual results over the four year period provides a comparable representation of public opinion on transport infrastructure matters across South Africa as a whole. This research provides an original contribution to transport research in that it is the only annual survey which gauges public opinion regarding transport infrastructure and services in South Africa.
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Trend associations between economic growth and air transport in South Africa: an ecological and joinpoint regression analysis between 1993 and 2016

  • Authors: Pisa, Noleen , Luke, Rose
  • Date: 2018
  • Language: English
  • Type: Conference proceedings
  • Identifier: http://hdl.handle.net/10210/270577 , uj:28762 , Citation: Pisa, N. & Luke, R. 2018. Trend associations between economic growth and air transport in South Africa: an ecological and joinpoint regression analysis between 1993 and 2016.
  • Description: Abstract: The aim of this paper is to provide empirical evidence of the trend associations between air transport and economic growth in South Africa. Trends in air transport were assessed by calculating annual percentage changes using linear regression using joinpoint regression. In addition, the trend associations between GDP annual growth and airfreight, air transport passengers (numbers) and air transport carriers (number) were computed by plotting standardised trends. The results showed that airfreight increased between 1993 and 2016 although four distinct phases of increase and decreases were observed. This is the first study to investigate the associations between air transport and economic using ecological analysis and joinpoint regression in South Africa. The results of this study confirm an association between GDP and air transport and can be used as a basis of further investigation to justify future investments in air transport in South Africa.
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Investigating stock-outs in Johannesburg’s warehouse retail liquor sector

  • Authors: Govind, Amit , Luke, Rose , Pisa, Noleen
  • Date: 2017
  • Language: English
  • Type: Article
  • Identifier: http://ujcontent.uj.ac.za8080/10210/375192 , http://hdl.handle.net/10210/244580 , uj:25293 , Citation: Govind, A., Luke, R. & Pisa, N., 2017, ‘Investigating stock-outs in Johannesburg’s warehouse retail liquor sector’, Journal of Transport and Supply Chain Management 11(0), a303. https://doi.org/10.4102/jtscm.v11i0.303
  • Description: Abstract: Purpose: The aim of this exploratory study was to investigate how management practices and processes contribute to stock-outs in the warehouse retail liquor sector in Johannesburg. Research design: A pragmatic research philosophy was used in a multi-case approach to determine the association between business management practices and stock-outs. The unit of analysis of the study is the highest turnover outlets. Findings: The results revealed that retailers base demand forecasting on judgement and naïve or simple moving average forecast methods. There is little consideration of variability, lead time or targeted customer service levels when determining optimal inventory levels. Product breakages are common, implying that data inaccuracies and stock-outs are highly probable. Information sharing between the retailers and suppliers is limited and formal collaboration programmes do not exist. The respondents revealed that frequent stock-outs resulted in poor business performance characterised by declining sales, customer retention and competitive advantage. Limitations: Although the sample selected represented a significant portion of the top 50% contributors to the sector’s sales, the sample is small and the focus of the study is limited, which decreases the generalisability of the results. Practical implications: Retailers can reduce stock-outs by investing in improvements in demand forecasting, synchronisation through collaboration and training of employees. Originality or value: This study provides empirical evidence of the linkages between poor management practices and processes, stock-outs, customer service and business performance.
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Enhancing customer service through focused supply chain risk management and performance metrics

  • Authors: Buthelezi, Thandeka Z , Luke, Rose
  • Date: 2019
  • Language: English
  • Type: Conference proceedings
  • Identifier: http://hdl.handle.net/10210/395840 , uj:32842 , Citation: Buthelezi, T.Z. & Rose, L. 2019. Enhancing customer service through focused supply chain risk management and performance metrics
  • Description: Abstract: The southern African mining industry has faced many trials in recent times, with decreasing profit margins due to declining commodity prices and increases in critical cost drivers (Mining Weekly, 2018; Crowley & Biesheuvel, 2017). Profits have been further affected by loss of production due to augmented mining regulations that increase the frequency of production stoppages (Mining Weekly, 2013), which cost the sector approximately R4.8 billion in 2015/16 (Lead to Business, 2016). This has placed pressure on mines to contain costs to improve or just maintain their profit margins in a depressed market (Deloitte, 2017; Frost & Sullivan, 2017). As mines concentrate on profitable production (PwC, 2017), there is an increased focus on the reliable supply of cost-effective input materials such as explosives. Cost is a large determinant in the choice of explosives, thus cost leaders are bound to have a greater market share (Crowley & Biesheuvel, 2017). The decreased profitability in the southern African mining sector, compounded by increased competition in explosives supply, has created a need for better supply reliability, cost containment, and general customer service quality to increase organisations’ competitive edge. Not only are explosives an element of the cost of production, but the timely supply of explosives has a direct impact on the production output of a mine and therefore profitability...
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Logistics outsourcing and performance of manufacturing small and medium-sized enterprises in Nairobi

An assessment of the effectiveness of supply chain management internships and graduate training programmes in South Africa

The extent of logistics outsourcing among small and medium-sized manufacturing enterprises in Nairobi

Time trends and associations between gross domestic product variations and transport service trade : evidence from South Africa

  • Authors: Pisa, Noleen , Luke, Rose
  • Date: 2018
  • Subjects: Exports , Imports , Transport services
  • Language: English
  • Type: Conference proceedings
  • Identifier: http://hdl.handle.net/10210/275853 , uj:29490 , Citation: Pisa, N. & Luke, R. 2018. Time trends and associations between gross domestic product variations and transport service trade : evidence from South Africa.
  • Description: Abstract: Aim: The aim of the present paper is to analyse time trends in transport services trade and to determine associations between gross domestic product (GDP) growth and transport services trade for South Africa. Methods: Associations between economic growth assessed through GDP as primary exposure and transport services for both exports and imports are reported for South Africa. Four indicators were used to assess transport services trade namely; percentage of commercial service exports; percentage of commercial service imports); percentage of service exports, balance of payment (BoP)] and percentage of service imports, BoP). Regressions were computed using Joinpoint statistical software to assess overtime trends for both exports and imports for transport services between 1992 and 2016. Trends in transport exports and imports services were assessed by calculating annual percentage changes (APC) using linear regression: ratey b0+b1 y with log (ratey) being the natural log of transport services (% of commercial service exports) in year y for example. APC in these services are reported and discussed. Results: Significant decreases in transport service exports were observed between 1993 and 1997 (APC = -6.33 p-value <0.05) and 2011 and 2016 (APC = -4.18 p-value = <0.05). Additionally, non-significant percentage increases in transport services exports were observed between 1997 and 2001 (APC = 4.61) and 2004 and 2011 (APC = 2.3). Both a significant and non-significant increases in transport service imports was observed between 1993 and 2007 (APC =1.19 p-value <0.05) and 2010 and 2014 (APC=4.86) respectively. Additionally, nonsignificant percentage decreases in transport services imports were observed between 2007 and 2010 (APC=4.61) and 2014 and 2016 (APC=2.3). Though slightly different over time trends estimates in terms of the APC of observed for transports service exports and imports, BOP they were similar and comparable to commercial transport service exports and imports respectively. Overall, there was no correlation between GDP and transport service trade. Conclusion: This study indicates that despite good ranking on the quality of infrastructure in Africa, South Africa has been experiencing a deficit transport services trade overtime. In addition, the results show that transport services trade was not trend associated with GDP growth in the time reported in the current study, as various fluctuations were observed.
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Car ownership perceptions and intentions amongst South African students

  • Authors: Luke, Rose
  • Date: 2018
  • Language: English
  • Type: Article
  • Identifier: http://hdl.handle.net/10210/267447 , uj:28372 , Citation: Luke, R. 2018. Car ownership perceptions and intentions amongst South African students. Journal of Transport Geography, 66:135-143. , Link to Published Version: https://doi.org/10.1016/j.jtrangeo.2017.11.010
  • Description: Abstract: High levels of car ownership have major impacts on congestion and thus the mobility, accessibility, heath and liveability in cities. Increasing car ownership is already reflected in high congestion levels in South African cities and does not appear to be reducing, despite policy interventions. The factors that drive the high car ownership intentions thus need to be investigated, so that policy efforts can be appropriately directed. The study aimed at investigating the car ownership intentions of students, as being most likely to drive car sales in the future, with the purpose of understanding the factors underlying the high desire to own a car. The study finds that although costs are the main barrier to market entry, and that most students intend to purchase a car as soon as they can afford it. These intentions are largely driven by the view that the quality of public transport constrains the movement of people and does not provide a travel alternative that is considered to be a reasonable alternative to the car, as indicated by the view that cars are a necessity. The study finds that although there are differences in the valuation of public and alternative modes of transport, based on demographic elements, familiarity with car usage and psychosocial factors, most students intend to own a car as the best means of travel, with little seeming to moderate the decision. The poor valuation of public and alternative transport suggests however that, whilst other measures to curb car use and promote public transport may have value, only significant service level improvements in public transport is likely to drive real behaviour change.
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An evaluation of supply chain risk management practices : a developing country perspective

  • Authors: Luke, Rose , Heyns, Gert
  • Date: 2018
  • Language: English
  • Type: Conference proceedings
  • Identifier: http://hdl.handle.net/10210/270564 , uj:28761 , Citation: Luke, R. & Heyns, G. 2018. An evaluation of supply chain risk management practices : a developing country perspective.
  • Description: Abstract: Global supply chain networks are becoming more complex and are exposed to increasing uncertainty. Despite developments in globalization and technologies, supply chains have become more posed. Successful organisations perform proactive supply chain risk management to sustain their competitive advantage. The purpose of this paper is to investigate the most important risks facing the supply chain networks in southern Africa and to explore common risk avoidance/mitigation strategies. The results of a survey amongst practitioners indicate that supply chain risk is escalating and risk management has become a higher priority. The findings indicate that the main risks include affirmative action, currency volatility, customer retention and skills shortages. The study also found that business continuity planning, staff development and setting of internal quality standards are the most utilised risk mitigation strategies.
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Measuring commuters perceptions of service quality of minibus taxi services in the city of Johannesburg

  • Authors: Luke, Rose , Heyns, Gert
  • Date: 2017
  • Subjects: SERVQUAL , Public transport , Minibus taxi
  • Language: English
  • Type: Conference proceedings
  • Identifier: http://hdl.handle.net/10210/251754 , uj:26227 , Citation: Luke, R. & Heyns, G. 2017. Measuring commuters perceptions of service quality of minibus taxi services in the city of Johannesburg.
  • Description: 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.
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Industry perspectives on supply chain curriculums in South Africa

  • Authors: Heyns, Gert J. , Luke, Rose
  • Date: 2018
  • Language: English
  • Type: Article
  • Identifier: http://hdl.handle.net/10210/275834 , uj:29488 , Citation: Heyns, G.J. & Luke, R. 2018. Industry perspectives on supply chain curriculums in South Africa.
  • Description: Abstract: The shortage of supply chain management skills in South Africa is a major constraint to sustainable economic growth and development. Academic institutions educate thousands of students every year, however the supply chain talent shortage still remains acute. This implies that not enough individuals are being trained to meet the growing demand for skills or curriculums have not evolved to meet the changing needs of the dynamic supply chain industry. The purpose of this paper is to review the skills required by the supply chain industry in South Africa and to determine whether current educational offerings are meeting these needs. This paper provides the results from an industry survey, conducted in 2016 by the Institute of Transport and Logistics Studies’ (Africa). The survey assessed skills requirements for supply chains in South Africa and also attempted to determine areas in which curriculums are not meeting industry requirements. The findings from this research strongly indicate that current educational programmes are ill-equipped to meet the complex demands of modern supply chains. It further provides empirical evidence of the gaps within the current supply chain education programmes and suggests some educational interventions to address these in the future in order to create the types of supply chains that are needed in developing economies. This research provides an original contribution in that it is the only regular survey which gauges industry perspectives on logistics and supply chain talent, competencies and educational interventions in South Africa.
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The impact of transport crimes on supply chain efficiency in Gauteng, South Africa

  • Authors: Luke, Rose , Hlungwani, Pinky G. , Jika, Thethiwe L. , Mavuma, T. Njabulo , Sekgobela, Lesiba
  • Date: 2019
  • Subjects: Transport Crime , Supply Chain Efficiency , Risk Management
  • Language: English
  • Type: Conference proceedings
  • Identifier: http://hdl.handle.net/10210/404816 , uj:33966 , Citation: Luke, R. et al. 2019. The impact of transport crimes on supply chain efficiency in Gauteng, South Africa.
  • Description: Abstract: The purpose of this paper is to investigate the impact of transport crimes on businesses and supply chains in the South African context. Specific transport risks are identified and the extent of the impact associated with the crime determined. The types of impacts on supply chains are identified and finally the effectiveness of the risk mitigation strategies is analysed. A limited quantitative approach was used to explore a phenomenon that few have considered in the South African supply chain environment before. Interviews were conducted with transport personnel within a range of organisations. Responses were analysed using SPSS version 25. This research found that most organisations were affected, to some extent, by a variety of transport crimes that impacted their ability to run effective supply chains, and consequently impacted the long-term sustainability of the industry/sector. Risk mitigation strategies appeared to be untargeted and therefore unlikely to really mitigate the most significant risks. While various studies explore supply chain risk, few consider the specific risk of transport crimes and their impact on supply chains within the South African environment. Although the scope of the research was limited, the research provides a sound base for future research into this area.
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The impact of transport crimes on supply chain efficiency in Gauteng, South Africa

  • Authors: Luke, Rose , Hlungwani, Pinky G. , Jika, Thethiwe L. , Mavuma, T. Njabulo , Sekgobela, Lesiba
  • Date: 2019
  • Subjects: Transport Crime , Supply Chain Efficiency , Risk Management
  • Language: English
  • Type: Conference proceedings
  • Identifier: http://hdl.handle.net/10210/404270 , uj:33896 , Citation: Luke, R. et al. 2019. The impact of transport crimes on supply chain efficiency in Gauteng, South Africa.
  • Description: Abstract: The purpose of this paper is to investigate the impact of transport crimes on businesses and supply chains in the South African context. Specific transport risks are identified and the extent of the impact associated with the crime determined. The types of impacts on supply chains are identified and finally the effectiveness of the risk mitigation strategies is analysed. A limited quantitative approach was used to explore a phenomenon that few have considered in the South African supply chain environment before. Interviews were conducted with transport personnel within a range of organisations. Responses were analysed using SPSS version 25. This research found that most organisations were affected, to some extent, by a variety of transport crimes that impacted their ability to run effective supply chains, and consequently impacted the long-term sustainability of the industry/sector. Risk mitigation strategies appeared to be untargeted and therefore unlikely to really mitigate the most significant risks. While various studies explore supply chain risk, few consider the specific risk of transport crimes and their impact on supply chains within the South African environment. Although the scope of the research was limited, the research provides a sound base for future research into this area.
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Skills requirements in South African supply chains : a higher education perspective

  • Authors: Luke, Rose , Heyns, Gert J.
  • Date: 2019
  • Subjects: Supply chain skills , Supply chain education , Hard and soft skills
  • Language: English
  • Type: Article
  • Identifier: http://hdl.handle.net/10210/401822 , uj:33600 , Citation: Luke, R. & Heyns, G.j. 2019. Skills requirements in South African supply chains : a higher education perspective.
  • Description: Abstract: In recent years, South African supply chains have struggled to move domestic and international freight efficiently and effectively. The purpose of this paper is to determine the skills that students believe are required in the industry to determine whether there is a mismatch between the supply and the demand of supply chain management skills. The findings from this research suggest that, while industry has a need for technical (hard) skills, there is a stronger requirement for soft skills, which largely appear to be undervalued by students. This suggests that current curriculums focus on hard skills and do not meet the skill sets required by industry, which provides evidence of gaps within the current supply chain education programmes. This research provides an original contribution in that it is the only survey that gauges students’ perspectives on logistics and supply chain requirements in South Africa and compares them to industry perspectives to provide a comprehensive overview of supply chain education in South Africa.
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Determinants of logistics outsourcing performance among small and medium enterprises

  • Authors: Mageto, Joash , Prinsloo, Gerrie , Luke, Rose
  • Date: 2020
  • Subjects: Logistics outsourcing performance , SMEs , Factor analysis
  • Language: English
  • Type: Article
  • Identifier: http://hdl.handle.net/10210/428385 , uj:36840 , Citation: Mageto, J., Prinsloo, G. & Luke, R. 2020. Determinants of logistics outsourcing performance among small and medium enterprises.
  • Description: Abstract: The purpose of this study is to establish determinants of logistics outsourcing performance and their relationship with logistics performance among manufacturing small and medium enterprises (SMEs). The increasing use and challenge of logistics outsourcing require that SMEs establish relationship factors that determine high outsourcing performance to enhance overall logistics performance. Data was collected from 406 SMEs using a structured questionnaire. Factor analysis was applied and four constructs were extracted; three were found to be determinants. Partial least squares structural equation modelling was performed to determine the associations among the constructs. Communication-trust, innovation and cooperation between the manufacturing SMEs and logistics service providers were identified as key determinants of logistics outsourcing performance. Strong associations were validated between communication-trust, innovation and cooperation. Only communication-trust was positively associated with logistics performance. The results guide SME managers to promote communication-trust in logistics outsourcing relationships.
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Skills frameworks : a focus on supply chains

  • Authors: Mageto, Joash , Luke, Rose
  • Date: 2020
  • Subjects: Supply chain management skills , Systematic review , Skills frameworks
  • Language: English
  • Type: Article
  • Identifier: http://hdl.handle.net/10210/430682 , uj:37134 , ISSN: (Online) 1995-5235 , Citation: Mageto, J. & Luke, R., 2020, ‘Skills frameworks: A focus on supply chains’, Journal of Transport and Supply Chain Management 14(0), a458. https://doi.org/10.4102/ jtscm.v14i0.458
  • Description: Abstract: Background: Supply chain management (SCM) has grown considerably, owing largely to globalisation, advancements in technology and its pivotal role in meeting the dynamic needs of customers. As supply chains (SCs) expand, complexity also increases, as does the associated demand for well-skilled SC professionals. To achieve the expected SCM skills in organisations, a skills framework is likely to guide managers and practitioners. Unfortunately, research on SCM skills frameworks is fragmented, providing little or no guidance to practitioners. Objectives: The purpose of this study was to document the SC skills described in the literature, identify existing frameworks and propose a framework to guide practitioners and academics. Method: A systematic literature review design was followed. The data obtained were analysed using content analysis. Results: About 270 SCM skills were identified. The skills were grouped using many SC skills frameworks, including business logistics management, T-shaped, expertise level, SCM skills and hard and soft skills. The proposed skills framework included skills related to business, logistics, management, and ethics and environment. Emerging skills such as the application of blockchain technology, big data and SC sustainability have been included in the framework. Conclusion: The proposed framework provides a guide to SC managers about which skills groups to focus on and advises a contingency-based approach to identify the relevant skills per group in line with organisational requirements.
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Investigating the quality of university education : a focus on supply chain management

  • Authors: Mageto, Joash , Luke, Rose , Heyns, Gert
  • Date: 2020
  • Subjects: Service quality , Supply chain education , Factor analysis
  • Language: English
  • Type: Article
  • Identifier: http://hdl.handle.net/10210/452737 , uj:39941 , Citation: Mageto, J., Luke, R. & Heyns, G. 2020. Investigating the quality of university education : a focus on supply chain management.
  • Description: Abstract: While the quality of higher education has received attention from researchers globally, its focus has been mainly on universities in ‘developed country’ contexts. There has been limited research on the quality of higher education in African universities, and even less that has focused on the discipline of supply chain management. In this paper, the quality of supply chain education of five universities in Kenya is investigated using a SERVPERF model. Data were collected through a structured questionnaire administered to 781 students enrolled for a supply chain management qualification. The data were analysed through confirmatory factor analysis and one-way analysis of variance. The findings are fourfold: (1) the service quality of supply chain education is at medium level in terms of the SERVPERF metrics; (2) four dimensions were identified by students as the most important aspects of service quality: course-centeredness, academic and support staff helpfulness, service excellence and learning facilities; (3) a four-factor SERVPERF model of supply chain service quality is developed and (4) service quality was significantly different across the selected universities. Although the service quality was rated at a medium level overall, the variability in quality across universities should alert educators and management to the need for a coordinated effort to improve particular aspects of students’ learning experiences. The study contributes to the body of knowledge by establishing that SERVPERF is a four-factor model in the higher education sector.
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An analysis of the quality of public transport in Johannesburg, South Africa using an adapted SERVQUAL model

  • Authors: Luke, Rose , Heyns, Gert J.
  • Date: 2020
  • Language: English
  • Type: Conference proceedings
  • Identifier: http://hdl.handle.net/10210/451735 , uj:39817 , Citation: Luke, R. & Heyns, G.J. 2020. An analysis of the quality of public transport in Johannesburg, South Africa using an adapted SERVQUAL model.
  • Description: Abstract: Public transport services are generally regarded as being of low quality in many developing cities, with Johannesburg being a typical example of a city with few government funded public transportation services and relatively low levels of mobility and accessibility. The South African government’s stated aims for public transport are to achieve large scale modal shift to public transport and more environmentally friendly modes of transport. Using the SERVQUAL model, this study aims to measure the service quality of the majority of public transport modes by comparing commuter’s perceptions of the current service levels with their expectations to determine service gaps where interventions are required. The results reflect that safety concerns, particularly regarding protection from crime, and maintenance, particularly in as it affects the reliability of the service are concerns across most modes of transport. Although commuters regard the services as relatively affordable, this is insufficient to attract customers and reduce car ownership aspirations. Concerns related to addressing the mobility and accessibility needs of commuters in the off-peak, keeping commuters informed and training staff to be willing to assist passengers are likely to impact the willingness to remain on public transport and even attract new users. This research is of value to transport service providers in understanding the gaps in and hlights the dissatisfaction in the current levels of public transport service, as well as providing some indication of areas in which future interventions can be directed.
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