The current state of the South African (SA) government's Supply Chain Management (SCM) is fraught with malpractices which include lack of good governance, fair, equitable, transparent, competitive and cost-effective procurement process. In light of the aforementioned, this paper reports on a...

This paper is a deviation from the usual practice of using the SERVQUAL service quality dimensions, by measuring service quality using a more appropriate instrument which considers reliability, extent of the service, comfort, safety and affordability (RECSA), as broad attributes/dimensions of...