Rail commuter service quality in South Africa: results from a longitudinal study

Gert J. Heyns · Rose Luke

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Transportation Planning and Optimization Customer Service Quality and Loyalty Railway Systems and Energy Efficiency

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Papers Presented at the 2018 37th Southern African Transport Conference 9-12 July 2018 Pretoria, South Africa. Theme "Towards a desired transport future: safe, sufficient and affordable".

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1985A Conceptual Model of Service Quality and Its Implications for Future Research 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality 1991Refinement and reassessment of the SERVQUAL scale.2001The evolution and future of national customer satisfaction index models 2007Service Quality Attributes Affecting Customer Satisfaction for Bus Transit 2009A New Customer Satisfaction Index for Evaluating Transit Service Quality 1996Measuring service quality in the public sector: The potential for SERVQUAL 2011Making the connections between transport disadvantage and the social exclusion of low income populations in the Tshwane Region of South Africa

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