Objectives
The objective of this master thesis is two folded. An overall aim is to gain a
better understanding of overall customer satisfaction in Indonesia public bus transport.
Assessing and improving quality of public bus transport service is important to address
the increasing rate of car ownership. More specifically, it is important to investigate
which service quality attributes that have the most influence to customer satisfaction in
Indonesia public bus transport. A second aim is thus to investigate the structure of
service quality in Indonesia’s public bus transport in order to make priority on quality
improvements in the future