Abstract:
The service of public transportation in Indonesia nowadays faces a critical
condition, as the competition with motorization becomes harder. Government and operator should provide a suitable and acceptable service quality of public transport to retain the current user as well as to attract new user. To anticipate the future, the exploration regarding many related aspects with service quality is imperative. The aim of this study is to explore the causal relationships among the quality of service, satisfaction, negative experience, and future decisions. Data gathered by questionnaire distribution from two cities, i.e. Bandung and Yogyakarta, is analyzed by employing structural equations modeling (SEM). The result shows a difference level of importance of aspects of service quality among cities, which presents the unique characteristics of each city. The analyses also confirm the causal relationship between the service quality with several other related constructs, i.e. satisfaction, negative experience, and future decisions.
