ABSTRAK

This study almost determine the effect of service quality dimensions as seen from five dimensions of physical evidence /tangible., durability/reliability, responsiveness, assurance, andempathy towards Bus Rapid Transit pessengers. In this study, data were collected by using questionnaire to 96 respondents, which aims to determinethe response of the respondents to each variable. The analysis which is used, include validity test, reliability test, classic assumptions test (multicollinearity, normality, heteroscedasticity), multiple linear regression analysis, goodness of fittest (F test, t test, the coefficient of determination)
From the result that using the regression analysis showed that the variables of physical evidence/tangible, durability/reliability, responsiveness, assurance, and emphaty, all have positive and significant of BRT passengers satisfaction. With the influence of 56,3% while 43,7% are influenced by other variables. 

Keywords : service quality, customer satisfaction, mass transportation  

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