Passenger’s Level of Satisfaction with and Loyalty to Trans Semarang Bus Services

Abstract The rapid development of motorization in the city Semarang caused an increase congestion. This prompted City Government to provide adequate, safe and comfortable public transportation for community. service introduced 2009 was a transit system called Trans Bus Rapid Transit (BRT). study aims measure passenger’s level satisfaction with loyalty bus services. We measured using Customer Satisfaction Index (CSI) method. index is based on five dimensions quality, namely: physical, reliability, responsiveness, assurance, empathy. results showed value CSI 69.17 percent. means that overall passenger still low. buses by their intention use sustainable manner 78 if there another alternative, probability leaving 22 quality services needs be improved