Analysing Commuters' Perceptions of Service Quality on a PUTCO Bus Route in the City of Tshwane

Public transport is an important segment of the South African transport system and the Public Utility Transport Corporation (PUTCO) is a player in this regard. The purpose of this study was to analyse commuters perceptions of service quality on a PUTCO bus route in the City of Tshwane. The methodology used for this research is quantitative in which data were collected using questionnaires distributed to 400 conveniently sampled respondents. Only 200 of the returned questionnaires were suitable for analysis, however. Data analysis was done using Statistical Package for Social Science (SPSS) software. The study revealed that PUTCO has failed to meet commuters' expectations in areas such as reliability, extent of service, comfort, safety and affordability. Accordingly, the study highlights the importance and centrality of these issues for transport providers such as PUTCO in their quest to improve customer value.