HARAPAN DAN KINERJA YANG DIRASAKAN PEMAKAI JASA TRANSPORTASI ANGKUTAN KOTA DI KOTA PADANG

The background of the research is issue about the importance of qualified service in transportation. The subject of research is the city transportations service in Padang City with 100 responden. To purposes of the research is to know perceived service. expected service, quality of service and customer satisfaction. These reseach consist of some aspects of quality dimension are. tangibles. empathy, reliability, responsiveness and assurance. Result of research shows that consumer expectation have the higher expection until the highest" . expecnon to the all aspect. the performance of service have criteria are lack of satisfaction and normally satisfaction. The quality of city transportatio in Padang city shows approximately -0,91 untill 1,75. The expection rate of the city transportation services in Padang city shows 58,63% until/ 78,02% namely nornal satisfaction criteria untill satisfaction criteria