CUSTOMER SATISFACTION IN PUBLIC BUS TRANSPORT
- A study of travelers’ perception in Indonesia -
Supervisor: Margareta Friman
Thesis by: Oktiani Astuti Budiono
MASTER THESIS Service Science Program Karlstad University Spring 2009
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Word of Gratitude
As a Master program student in service science, Karlstad University, I have felt privileged and grateful. I would like to therefore take this opportunity to express my gratitude to many people who have contributed to the completion of this master thesis. First of all I would like to express my deepest gratitude to my main supervisor, Professor Margareta Friman (SAMOT). Margaret is not only a dedicated researcher and source of inspiration – she is also a great supervisor that makes me finish this master thesis due to limited time. Thank you for supporting and valuable insight. I also thanks to Professor Munawar for giving some positive feedback in order to improve my thesis. I would like to thanks to Lars Haglund for his support and kindness to me and all Indonesian group in order to success in completing the program on time. Thank you for everything you have taught me for making the research paper. I could never have managed that on my own. I also would like to express my appreciation to Prof Siti Malkamah and all UGM staff for their hard work in order to make me could experience higher education in Karlstad University. I would also express deep gratitude to my former boss in ministry of transportation, Wahyu Satrio Utomo for giving me an opportunity to take the scholarship and trust me from day one I joint in the ministry five years ago. Wahyu is not only a great boss that trust and motivate me to do better and never lose faith to change the organization, he is also being a great example and inspired me in many ways. I feel lucky and honor to have opportunity to work with him. My education has been funded by Ministry of transportation. I am most grateful to this organization for...