CONSUMER BEHAVIOUR FOR AUTOBUS COMPANY’S SERVICE IN JAVA ISLAND

• Main Author: Iqbal Ibrahim, Mohammad
• Format: Theses
• Language: Indonesia
• Subjects: Manajemen umum
• Online Access: https://digilib.itb.ac.id/gdl/view/67990
• Institution: Institut Teknologi Bandung

One of public transportation modes is bus, and the one providing this mode is called ‘Autobus Company’(Plural: Autobus Companies). Now there are hundreds of them including new autobus companies. At the year of 2021, after Mudik prohibition and regulation loosenings during Covid-19 Pandemic, many Autobus Companies that firstly run in tourism division, opened regular division with certain routes and prepare their fleets to complete classes and facilities they offer. Many of them also rejuvenate their fleets that were bought secondhand in order to keep existing customers and also gain more customers. They compete with their service to get consumers, but on the other hand, they also cooperate to build economy in Indonesia. Now consumers have many options of autobus companies from which the consumers want to buy service. This thesis describes how loyal the customers against those autobus companies by learning which autobus companies whose services satisfy and unsatisfy the consumers and what factors driving them, and what relation between the change in autobus company to the change of the consumers’ expectation to satisfy. The empirical data were drawn from Indonesian citizens, especially from Java Island traveling on certain routes using bus as their public transportation. The hypotheses on this thesis are that the most affecting rebuying factor to customers is Crew Friendliness for Pariwisata class, Price for Patas and Business Class, and Comfortability for Executive and Super Executive Class. Price is also the most re-buying factor in terms of all class. The most expectations for customers to re-buy bus service are Situational Expectation, Dynamic Performance Expectation, and Technological Expectation. The research shows that several re-buying factors suit to hypotheses except for Executive where Easiness to Buy Ticket is the most re-buying factor, then the most customers expectations becoming expectations for re-buying bus service are Situational Expectation, Dynamic Performance Expectation, and Technological Expectation, which are in accordance to hypotheses.