This study describes motorists’ expectations and perceived performance regarding Traffic Police Departments’ service quality in South Africa and Thailand. It tests correlational and predictive relationships between SERVQUAL dimensions, biographical characteristics, and motorists’ reported level of satisfaction with service quality of traffic police departments adopting an expectancy-disconfirmation model approach. Survey data of respondents from South Africa and Thailand were analysed as overall dataset as well as separately from one another to get insights. Results is intended for re-strategizing the way traffic related services are rendered to overturn motorists’ expressed lack of trust in Traffic Police Departments. The tetrachoric and Pearson correlations and ordinary least square tests performed indicated that age correlated positively and significantly with empathy, while level of education showed a negatively significant correlation with reliability, promptitude and empathy...
Author - Lutete C. AYIKWA
Lutete C. Ayikwa, Tshwane University of Technology, Department of Marketing, Supply Chain and Sports Management, South Africa,