Passengers’ perceived experience and satisfaction with long-distance coach liners in South Africa
- Authors: Mthi, Yolokazi
- Date: 2022-04
- Subjects: Bus travel -- South Africa , Bus industry -- South Africa
- Language: English
- Type: Master's theses , text
- Identifier: http://hdl.handle.net/10948/57969 , vital:58451
- Description: The transportation industry makes a significant contribution to the economy of the country’s Gross Domestic Product (GDP), national investment and employment, and plays an essential role in people’s daily lives. Within the transportation industry, this study specifically focused on long-distance coach liners. Long-distance coach liners add significant value to South Africa’s economy. However, no research focusing specifically on passengers’ perceived experience and satisfaction with long-distance coach liners in South Africa exists. Thus, the study aims to fill this void by investigating passengers’ perceived experience and satisfaction with long-distance coach liners in South Africa. The five dimensions of an experience, namely aesthetics, entertainment, peace of mind, economic value and efficiency were identified as potential dimensions of measuring passengers’ experience within a long-distance coach liner context to achieve the aim of the study. The study employed convenience and snowballing sampling to identify potential respondents. Primary data was collected utilising an online survey, SurveyMonkey, and 399 useable responses were received. To strengthen the validity of this study, inferential statistics were used to examine exploratory factor analysis to find latent factors. An exploratory factor analysis (EFA) was executed on the 44 items intended to measure the independent and dependent variables. The EFA was executed on the correlation matrix between the items. Five factors were extracted for the independent factors and one factor extracted as a dependent factor. A reliability coefficient (Cronbach’s alpha) was calculated for each factor to estimate the internal consistency of each of the items. The identified factors, with their respective items, were found to be reliable. A one-way analysis of variance (ANOVA) was used to determine whether there were any statistically significant differences between the mean score of selected profile variables (age, occupation, travel purpose and frequency with which respondents had travelled by long-distance coach liner) and the study's identified factors. Multiple regression analysis was used to determine the influence or predictive effect that one or more (independent) variables has concerning the other (dependent) variable. In the current study, multiple regression analysis was utilised to examine the influence of the independent factors on the dependent variable. vi The results showed that there is a statistically significant relationship between factors such as aesthetics, entertainment, peace of mind, economic value and efficiency and passengers’ satisfaction. This implies that all the independent factors influence passengers’ satisfaction. However, only two factors namely efficiency (ꞵ=0.455, p=0.000) and peace of mind (ꞵ=0.552, p=0.000) were found to be significant predictors of passengers’ satisfaction. This implies that when efficiency and peace of mind are improved, customer satisfaction will also increase. Based on the findings of the study, valuable recommendations were highlighted in Chapter 6 of the study. The study will make important contributions. Firstly, the findings will assist long-distance coach liner businesses to improve their competitive position by enhancing the experiences and satisfaction that they offer to passengers. Secondly, the study contributes to the literature on passengers’ experience and satisfaction within the transportation industry in South Africa. Thirdly, the empirical results will serve as a foundation for future research. , Thesis (MA) -- Faculty of Business and Economic science, 2022
- Full Text:
- Date Issued: 2022-04
Passengers’ perceived experience and satisfaction with long-distance coach liners in South Africa
- Authors: Mthi, Yolokazi
- Date: 2022-04
- Subjects: Transportation--South Africa , Buses-South Africa
- Language: English
- Type: Master's theses , text
- Identifier: http://hdl.handle.net/10948/55679 , vital:53406
- Description: The transportation industry makes a significant contribution to the economy of the country’s Gross Domestic Product (GDP), national investment and employment, and plays an essential role in people’s daily lives. Within the transportation industry, this study specifically focused on long-distance coach liners. Long-distance coach liners add significant value to South Africa’s economy. However, no research focusing specifically on passengers’ perceived experience and satisfaction with long-distance coach liners in South Africa exists. Thus, the study aims to fill this void by investigating passengers’ perceived experience and satisfaction with long-distance coach liners in South Africa. The five dimensions of an experience, namely aesthetics, entertainment, peace of mind, economic value and efficiency were identified as potential dimensions of measuring passengers’ experience within a long-distance coach liner context to achieve the aim of the study. The study employed convenience and snowballing sampling to identify potential respondents. Primary data was collected utilising an online survey, SurveyMonkey, and 399 useable responses were received. To strengthen the validity of this study, inferential statistics were used to examine exploratory factor analysis to find latent factors. An exploratory factor analysis (EFA) was executed on the 44 items intended to measure the independent and dependent variables. The EFA was executed on the correlation matrix between the items. Five factors were extracted for the independent factors and one factor extracted as a dependent factor. A reliability coefficient (Cronbach’s alpha) was calculated for each factor to estimate the internal consistency of each of the items. The identified factors, with their respective items, were found to be reliable. A one-way analysis of variance (ANOVA) was used to determine whether there were any statistically significant differences between the mean score of selected profile variables (age, occupation, travel purpose and frequency with which respondents had travelled by long-distance coach liner) and the study's identified factors. Multiple regression analysis was used to determine the influence or predictive effect that one or more (independent) variables has concerning the other (dependent) variable. In the current study, multiple regression analysis was utilised to examine the influence of the independent factors on the dependent variable. , Thesis (MCom) -- Faculty of Business and Economic Sciences, Marketing Management, 2022
- Full Text:
- Date Issued: 2022-04