A research paper on levels of satisfaction among Golden Arrow Bus Service (GABS) customers, prepared by lecturers in the Maths and Physics Department, was awarded Best Paper at the recent Southern African Transport Conference (SATC).

The award was presented at a cocktail function on the first evening of the conference which was held at the CSIR Convention Centre in Pretoria in July. The winning paper was co-authored by lecturers Thomas Farrar, Gbenga Abiodun and Departmental Head John Farmer under the title, A 2018 Customer Satisfaction Survey with Users of a Subsidised Private Bus Service in Cape Town.

Farrar, a Senior Lecturer in Statistics, said the initiative is a longstanding contract research project with the bus company. The department’s second-year students conducted a customer satisfaction survey involving 2 500 commuters at different terminals across Cape Town.

“In 2018, we did a survey and produced a report as well as used the data for research purposes.”

A research paper was then submitted to the SATC 2019 by the department, and Farrar presented it at the conference. “I’m very happy about the achievement, in a way it helps to put the department on the map,” said Farrar.

“[The award] improves the department’s profile in the university as well as that of the university in industry,” he added.

The survey revealed that GABS customers are generally satisfied but suggested areas of improvement such as recommendations around safety concerns due to crime.

The annual conference is Southern Africa’s premier transport conference, bringing together over 700 transport professionals to discuss, debate and learn about relevant topics relating to the exciting world of transport.

This year’s theme was Disruptive Transport Technologies - Is South and southern Africa ready?

Written by Kwanele Butana

Email: This email address is being protected from spambots. You need JavaScript enabled to view it.

The biggest carrier of road passengers in the Cape Metropole, Golden Arrow Bus Service (GABS), has once again been given the nod by its passengers.

This came to light when the GABS recently handed over a survey conducted by the CPUT’s Mathematics and Physics Department to Donald Grant, Western Cape Provincial Minister of Transport.

When asked about their overall level of satisfaction, 75% of customers indicated that they were either ‘Somewhat satisfied’ or ‘Very satisfied’ with the service. Furthermore, 93% of customers indicated that they would be willing to recommend the service to others.

Lecturer Thomas Farrar said: “This indicates that GABS is serving its customers well across all indicators of service quality. There are, however, areas where improvements can be made”.

The response times when complaints are made, safety from crime at bus stops and termini, affordability of fares, availability of buses when needed and time spent waiting for a bus were identified as the highest priority areas for improvement.

Respondents for the survey were randomly selected by a team of 43 CPUT enumerators in Mitchells Plain, Nyanga, Cape Town (Golden Acre), Bellville and Mowbray.

Dr Prins Nevhutalu, CPUT Vice-Chancellor, commended the CPUT team that worked on the project, emphasizing that quality service is a challenge to us as a country. He said the survey results will go a long way in improving the service rendered by GABS.

Grant said one thing that he learnt while he was Minister of Education in the Western Cape was that good surveys are important. He said his ministry will go on to work with partners in improving the service levels of citizens.

Written by Ilse Fredericks
Email: This email address is being protected from spambots. You need JavaScript enabled to view it.