CUSTOMER SATISFACTION WITH BUS RAPID TRANSIT (BRT) SERVICES: THE ROLE OF PRICE PERCEPTION, TRUST, AND SERVICE QUALITY

Dani Ahmad Sholeh; Supiani

doi:10.35760/eb.2026.v31i2.666

Authors

Dani Ahmad Sholeh Gunadarma University Author
Supiani Gunadarma University Author

DOI:

https://doi.org/10.35760/eb.2026.v31i2.666

Keywords:

Trust, Service Quality, Customer Satisfaction, Perceived price

Abstract

The objective of this research is to ascertain how perceived price, trust, and service quality impact customer satisfaction regarding bus rapid transit (BRT) services. Multiple linear regression was utilized to analyze the data, which comprised latent variables. Data collection was carried out through questionnaires possessing verified validity and reliability. One hundred respondents were secured via a convenience sampling approach. Findings demonstrate a simultaneous effect of all independent variables on customer satisfaction. Individually, customer satisfaction is affected by perceived price and trust, whereas service quality exhibits no significant impact.

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