Track: Operations Management

Abstract

The purpose of this assignment is to measure the extent that Rea Vaya Bus Rapid Transit (BRT) system has delivered transport services to commuters on the phase 1A route connecting Soweto (Thokoza Park station) and Johannesburg Central Business District (CBD) (Ellispark station). Five service quality dimensions were used to measure the level of service provided by Rea Vaya namely tangibles, empathy, assurance, responsiveness and reliability.

Positivism was used as the research philosophy, which is a scientific method that tests theories using structured and measurable methods such as a structured questionnaire and observations. Quantitative data was collected for this research, in a form of a structured questionnaire and observation. 100 questionnaires were issued to commuters to complete at Thokoza park station and all 100 were collected, added to this, a stopwatch was used to measure time frequencies between bus arrivals. Excel software was used to analyse the data collected into meaningful information.

This research indicates that of the five service quality dimensions only two dimensions are totally satisfied namely empathy and tangibles.  Currently Rea Vaya ridership has decreased from 35 000 commuters daily in 2010 to 16 000 commuters daily showing a decline in ridership overtime. This paints a picture that indicates that the commuters are not satisfied with the service provided by Rea Vaya resulting in using alternative transport modes. When the Rea Vaya managers fix the above-mentioned findings, it is expected that the ridership should gradually increase, perhaps to even above planned carrying capacity of 75 000 commuters daily.