Please use this identifier to cite or link to this item: https://hdl.handle.net/10321/2163
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dc.contributor.advisorGovender, Jeevarathnam Parthasarathy-
dc.contributor.authorPan, Qien_US
dc.date.accessioned2017-01-31T06:49:34Z
dc.date.available2017-01-31T06:49:34Z
dc.date.issued2008-
dc.identifier.other317008-
dc.identifier.urihttp://hdl.handle.net/10321/2163-
dc.descriptionSubmitted in partial fulfillment of the requirements for the Degree of Master of Technology: Marketing, Durban University of Technology, Durban, South Africa, 2008.en_US
dc.description.abstractSouth Africa will host the Soccer World Cup in 2010. About 2.7 million local spectators and 400,000 visitors need to be transferred to and from the 1() host cities in 43 days . .This is a huge challenge to the intercity bus transport ihdustry, because the current transport system may not meet the demand for one of the world's largest sporting event. The purpose of this study is to identify the current barriers to good service quality in the intercity bus transport industry. It focuses on the measurement of service quality and I communication. In this research, the literature survey defined the service quality 'gap' in this industry, identified the role of effective communication. in the service delivery system, measured the variables affecting current service delivery using the SERVQUAL instrument, and prioritized the importance of the factors influencing service delivery in this industry. A questionnaire with 25 questions was designed to coUect data. This study used convenience sampling to select 400 passengers as a sample, viz. 348 South Africans and 52 foreigners at the Durban bus station, since Durban is one of the ten host cities of the 2010 FIFAWorld Cup. The data was analysed using SPSS. The results of this research pointed to the importance of external communication in the industry. Specific recommendations are made to improve the productivity, reduce vacancy rate and maximize the benefits to this industry in 2010 and beyond.en_US
dc.format.extent149 pen_US
dc.language.isoenen_US
dc.subject.lcshConsumer satisfaction--South Africaen_US
dc.titleCritical factors for service quality in the intercity bus transport industryen_US
dc.typeThesisen_US
dc.description.levelMen_US
dc.identifier.doihttps://doi.org/10.51415/10321/2163-
local.sdgSDG03-
local.sdgSDG11-
item.languageiso639-1en-
item.openairetypeThesis-
item.cerifentitytypePublications-
item.openairecristypehttp://purl.org/coar/resource_type/c_18cf-
item.fulltextWith Fulltext-
item.grantfulltextrestricted-
Appears in Collections:Theses and dissertations (Management Sciences)
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