Thesis (M.Tech.: Marketing)-Dept. of Marketing, Durban University of Technology, 2008. xiii, 135 leaves. / South 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 10 host cities in 43 days. This is a huge challenge to the intercity bus transport industry, 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 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 collect 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 FIFA World 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.

Thesis (M.Tech.: Marketing)-Dept. of Marketing, Durban University of Technology, 2008. xiii, 135 leaves. / South 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 10 host cities in 43 days. This is a huge challenge to the intercity bus transport industry, 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 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 collect 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 FIFA World 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.

Thesis (MBA)--Stellenbosch University, 2005. / ENGLISH ABSTRACT: In April 2004, the then Transport MEC of the Western Cape, Tasneem Essop unveiled Government's grand vision of converting Klipfontein Road into a pioneering form of public transport called Bus Rapid Transit (BRT). BRT is the public transport system that the provincial government and City of Cape Town have selected to address South Africa's city transport problems, with a future looking perspective. BRT is characterised by dedicated bus lanes, which will be divided from the normal traffic lanes to ensure that 'express' buses can travel unhindered. Government envisages changing the 20 km Klipfontein Road Corridor stretching from the Inner City through Athlone/Gatesville to Nyanga and Khayelitsha into an activity axis of economic transformation, featuring bus stations, convenience stores, supermarkets, coffee shops and kerbside cafes. This vision of turning Klipfontein Corridor into a well of economic prosperity by using rapid bus transport is primarily what this study will focus on. We are asking whether this goal is attainable and what the positive and negative spin-offs are in respect of sustainable economic growth for the city and a reduction in racially rooted inequalities and inequities. Although a lot of the issues relevant for this study have been raised down the years of the MSDF (1993-1996), current literature on the Klipfontein Corridor is very limited as it is a first for the City of Cape Town and the government. In fact, the national and provincial governments in conjunction with the City of Cape Town have chosen the Klipfontein corridor as a pilot project, with a view to a national roll out in other provinces, if this venture proves successful. / AFRIKAANSE OPSOMMING: In April 2004 het die destydse Minister van Vervoer in die Wes-Kaap, Tasneem Essop onthul dat die regering die groot visie het om Klipfontein weg te transformeer deur gebruik te maak van publieke vervoer bekend as BRT. BRT is die publieke vervoersisteem wat die streeksregering en Kaapstad gekies het, om Suid Afrikaanse stede se vervoerprobleme, met 'n toekoms vooruitsig, op te los. BRT word gekenmerk deur spesiale busbane, apart van die normale verkeer, sodat busse ongehinderd kan voortbeweeg. Die regering beoog om die 20 km Klipfontein korridor te verander in 'n aktiewe node van ekonomiese transformasie met busstasies en winkelkomplekse. Die korridor strek vanaf die Binne Stad deur Athlone/Gatesville na Nyanga en Khayelitsha. Die visie van Me. Tasneem Essop om die Klipfonteinweg te ontwikkel in 'n vooruitstrewende ekonomiese gordel, is die fokus vir die studie. Ons vra of die visie haalbaar is, en wat die positiewe en negatiewe moontlikhede is met betrekking tot langtermyn ekonomiese groei en 'n vermindering in rasse-ongelykhede. Alhoewel baie van die relevante probleme reeds deur die Metropolitaanse Ruimtelike Ontwikkelingsraamwerk (MROR) behandel was, is huidige literatuur oor die Klipfontein projek baie beperk. Tans is dit 'n eerste vir Kaapstad en die regering, wat beoog om soortgelyke projekte uit te rol in ander stede reg oor die land, indien die projek suksesvol is.