DOI: -

Keywords: Ability to Pay (ATP), Willingness to Pay (WTP), BKBOK, Customer satisfaction, Kepuasan pelanggan

ABSTRACT

AKAP bus is one of the public transportation modes that serves the Bandung and Jakarta routes. The purpose of this research is to determine the level of customer service satisfaction regarding bus fares between Bandung and Jakarta using the Ability to Pay (ATP) and Willingness to Pay (WTP) aspect methodology. The study shows that the PJ bus fare based on ATP is Rp.165,825 and WTP is Rp.61,744.35, the MGI bus route from Leuwipanjang terminal to Kampung Rambutan terminal is based on ATP is Rp. 118,047.54 and WTP is Rp.68,870.67. The analysis results of PJ bus fares at a price of Rp.85,000/seat and MGI Bus at a price of Rp.80,000/seat, a profit of 41% and 33% was obtained. And from the satisfaction aspect with the fares on the PJ Bus and MGI Bus, 74% and 82% of respondents stated that they were not satisfied. Service aspects that need to be improved are related to responsiveness and empathy.