The purpose of this research is to find out the service operation and delivery system performance, the passengers considerations on external and internal environment of individual, the passengers decision making process in using the service, the influence of the service operation and delivery system also individual external and internal environment on the passenger passengers making process in using the Bus of inter cities and province in the executive class in West Java.

The method used is the descriptive survey and explanatory survey on Bus passengers with the sample size of 363 persons through simple random sampling proportionally. The method of analysis is the structural equation model. The outcome of this research shows that the service operation and delivery system performance of the Bus is quite good.

kata kunci :
Service Operation System, Service Delivery System, Individual Environment, Purchasing Decision Maki