PENGARUH DIMENSI KUALITAS JASA TERHADAP KEPUTUSAN PENGGUNAAN JASA TRANSPORTASI BPU ROSALIA INDAH DI SURAKARTA

Abstract

Growth in the business of transportation become the challenge to BPU Rosalia Indah so that more pre-eminent, so that company have to give the good service activities according to desire and passenger requirement. This matter is reachable with the make-up of the quality of company service. The aim of the research is to know the influence of dimension of quality service (reliability, tangibles, responsiveness, assurance and empathy) to costumer decision of using service transportation of BPU Rosalia Indah. This research type is explanatory research. A hundred people taken as sample using purposive sampling. The research conclude that: 1. There are positive influence and strong relationship between reliability to decision of service usage. 2. There are positive influence and strong relationship between tangibles to decision of service usage. 3. There are positive influence and strong relationship between responsiveness to decision of service usage. 4. There are positive influence and strong relationship between assurance to decision of service usage. 5. There are positive influence and strong relationship between empathy to decision of service usage. 6. Dimension of quality service simultaneously have positive effect and very strong relationship to decision of service usage.