Assessing Commuter Satisfaction and Operational Efficiency of Local Passenger Railway Services in Tshwane, South Africa

Abstract

This paper explores the operational efficiency of a local passenger railway service, focusing on commuters' perceptions in an informal settlement in the City of Tshwane municipality, located in the Gauteng province in South Africa. Railway transportation is vital to South Africa's primary transportation network; however, the network faces significant challenges, including a decline in traffic volume, ageing rolling stock, outdated technologies, and deteriorating infrastructure. These issues have particularly impacted the local passenger railway service in the research area, leading to reduced operational efficiency and a decline in ridership due to commuter dissatisfaction, especially among rural areas reliant on the railway for transportation. This paper aims to provide insights into a local passenger railway service’s operational efficiency by engaging with its commuters to enhance ridership. This research employed an explanatory mixed-method questionnaire to assess commuter satisfaction, perceptions, and needs regarding the local railway’s service efficiency. The analysis focused on satisfaction levels with specific service quality attributes and the dispersion of data around the mean. Findings indicated a general dissatisfaction among participants and identified key service attributes affecting operational efficiency that require improvement, including effectiveness, reliability, efficiency, safety, comfort, accessibility, crowding, information provision, and alternative travel modes during service disruptions. However, findings should be contextually validated when applied to different scenarios. In conclusion, it is critical to constantly enhance these aspects to maintain existing riders and draw new ones.