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| dc.description.abstract | An increasingly rapid development of the transportation in Yogyakarta
led to the increased of congestion in the city. It encourages the Government to
provide adequate, safe and convenient public transport for people. One of the
local transportation mode is called Trans Jogja. The existence of Trans Jogja then
make tight competition of the transportation business in Yogyakarta. Increasing
of the intensity of competition and the number of competitors requires the
company to provide more satisfactory service than competitors. In order to
improve the services, it is necessary to measure the customer satisfaction. This
study was measured overall customer satisfaction using the Customer
Satisfaction Index (CSI). It is based on five dimensions of service quality i.e.
tangibles (physical evidence), reliability, responsiveness, assurance and empathy.
Finding shown 68.7542% of the Customer Satisfaction Index (CSI). It means that
the Customer Satisfaction of Trans Jogja is still low in overall. This is also
proved by the negative value of the gap between expectations and perceptions of
customers. Therefore, improvement of the quality of service required in
accordance with the priorities that have been generated by this study in order to
improve customer satisfaction. | en_US |
