Service Quality Barriers Encountered in Urban Public Transport by People with Disability in South Africa

With rapid urbanisation and population growth, transport equity has become a critical issue, especially when considering the mobility gap among people with disability. Understanding the dynamics between the quality of public transport services and the mobility of people with disability is critical to fostering transport equity and inclusivity. This research investigated service quality barriers encountered by people with disability in the City of Tshwane while navigating the city’s public transport system. A quantitative research method was employed, using a structured questionnaire to collect primary data from people with mobility, vision, and hearing disability. The responses were analysed using descriptive statistics, exploratory factor analysis (EFA), and multiple comparison tests to uncover trends and differences among the groups. The findings reveal that people with all types of disability experience considerable service quality challenges. Long travel and waiting times are major concerns amongst people with mobility disability, which lead to heightened inconvenience. The research also found a pervasive lack of transport information, which aggravates the difficulties faced by people with disability. Lastly, the absence of announcements of stops further compounds the challenges experienced by people with a vision disability. The study emphasises the need for high quality public transport services that prioritise accessible and inclusive public transport that caters to all. Addressing service quality barriers in public transport promotes participation in socio-economic life among people with disability. This study contributes to the broader goal of transport equity and highlights the importance of inclusive transport policies and the priority areas that require consideration in a typical developing country.