Exploring the Importance of the Perceived Value: Evaluation at BNI City Station for Smart City-Based Transportation Excellence
Main Article Content
This study investigates the influence of perceived facilities, perceived quality, customer satisfaction, and customer loyalty on behavioral intention at BNI City Station within the framework of Smart City Transportation. As urban transportation becomes increasingly integrated with smart city initiatives, understanding commuter behavior in response to infrastructure quality is critical. This research employs a quantitative approach using survey data collected from individuals familiar with BNI City Station, who have utilized its facilities and services multiple times over the past year. The questionnaire was designed to capture respondents' perceptions and behavioral tendencies related to the station experience. Data analysis was conducted using SPSS for preliminary statistical testing, followed by hypothesis testing using Structural Equation Modeling (SEM) through the AMOS 24 software. The findings reveal that perceived facilities and perceived quality significantly influence customer satisfaction, which in turn has a direct and substantial effect on customer loyalty and behavioral intention. The study highlights the importance of maintaining high-quality station facilities and services to foster positive user experiences and repeated usage, supporting the development of sustainable smart transportation systems in urban areas. These results provide practical implications for transportation planners, city developers, and stakeholders involved in enhancing customer-centered public transportation infrastructures.
Keywords:
Perceived Value, Customer Satisfaction, Customer Loyalty, Behavioral Intention, Smart City Transportation
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Brohi, S., Kalwar, S., Memon, I. A., & Ghaffar, A. (2021). Using the Theory of Planned Behavior to Identify the Behavioral Intention to use Public Transportation Service: The Case Study of Karachi Circular Railway. International Journal on Emerging Technologies, 12(1), 317–322.
Chatzoglou, P., Chatzoudes, D., Savvidou, A., Fotiadis, T., & Delias, P. (2022). Factors affecting repurchase intentions in retail shopping: An empirical study. Helion, 8(9).
Chen, S., Mulgrew, B., & Grant, P. M. (n.d.). A clustering technique for digital communications channel equalization using radial basis function networks. IEEE Trans. Neural Networks, 4, 570–578.
Chinomona, R., & Sandada, M. (2013). Customer Satisfaction, Trust and Loyalty as Predictors of Customer Intention to Re-Purchase South African Retailing Industry. 4(14), 437–446. https://doi.org/10.5901/mjss.2013.v4n14p437
Conoras, M. E. B., & Hikmawati, N. K. (2018). Smart City Opportunities and Challenges for Papua to Rise, Independent and Prosperous. National Conference on Information Systems, 8–9.
Creswell, J. W., & Creswell, J. D. (2018). Research Design Qualitative, Quantitative, and Mixed Methods Approaches (5th, Ed.). SAGE Publications, Inc.
Cronbach, Lee. J. (1951). Coefficient Alpha and the Internal Structure of Tests. Pyshometrika, 16(3), 297–333.
Dam, S. M., & Dam, T. C. (2021). Relationships between Service Quality, Brand Image, Customer Satisfaction, and Customer Loyalty. Journal of Asian Finance, Economics and Business, 8(3), 585–593. https://doi.org/10.13106/jafeb.2021.vol8.no3.0585
Devi, A. A. D. T., & Yasa, N. N. K. (2021). The role of customer satisfaction in mediating the influence of service quality and perceived value on brand loyalty. International Research Journal of Management, IT and Social Sciences, 8(3), 315–328.
Duncombe, J. U. (n.d.). Infrared navigation—Part I: An assessment of feasibility. IEEE Trans. Electron Devices, ED-11, 34–39.
Faidat, N., & Khozin, M. (2018). Smart City Development Strategy Analysis: A Case Study of Yogyakarta City. JIP (Journal of Government Science 145): A Study of Regional Government and Politics, 3(2), 171–180. https://doi.org/10.24905/jip.3.2.2018.171-180
Fatihudin, D., & Firmansyah, A. (2019). Service Marketing (strategy, measuring customer satisfaction and loyalty). Deepublish.
Gerbing, D. W., & Anderson, J. C. (1988). An updated paradigm for scale development incorporating unidimensionality and its assessment. Journal of Marketing Research, 25(2), 186–192.
Gunartin, G. (2018). Analysis of Factors Hindering the Achievement of Smart Mobility in an Effort to Achieve the Smart City Concept (Study on the City of South Tangerang). Innovation, 5(2), 33.
Hakimi Ibrahim, A. N., & Borhan, M. N. (2020). The Interrelationship Between Perceived Quality, Perceived Value and User Satisfaction Towards Behavioral Intention in Public Transportation: A Review of the Evidence. International Journal on Advanced Science, Engineering and Information Technology, 10(5), 2048–2056. https://doi.org/10.18517/ijaseit.10.5.12818
Hakimi Ibrahim, A. N., Borhan, M. N., Mat Yazid, M. R., Rahmat, R. A., & Yukawa, S. (2021). Factors influencing passengers’ satisfaction with the light rail transit service in alpha cities: Evidence from Kuala Lumpur, Malaysia using structural equation modelling. 9(16). https://doi.org/10.3390/math9161954
Hallak, R., Assaker, G., & El-Haddad, R. (2018). Re-examining the relationships among perceived quality, value, satisfaction, and destination loyalty: A higher-order structural model. Journal of Vacation Marketing, 24(2), 118–135.
Han, H., & Hwang, J. (2013). Multi-dimensions of the perceived benefits in a medical hotel and their roles in international travelers’ decisionmaking process. International Journal of Hospitality Management, 35, 100–108. https://doi.org/10.1016/j.ijhm.2013.05.011
Irjayanti, A. D., Sari, D. W., & Rosida, I. (2021). Behavior of Choosing Modes of Transportation for Commuter Workers: A Case Study of Jabodetabek. Indonesian Journal of Economics and Development, 21(2), 125–147. https://doi.org/10.32493/inovasi.v5i2.Y2018.p33-41
Jaya Sakti, R. F., Widiyanto, P., & Candra Susanto, P. (2021). Service Quality and Customer Satisfaction Increasing Loyalty of Passengers Ro-Ro Ferry Bakauheni. Journal of Economics, Management, Entrepreneurship, and Business (JEMEB), 1(1), 79–92. https://doi.org/10.52909/jemeb.v1i1.21
Saribanon, E., Sitanggang, R., & Amrizal, A. (2016). Satisfaction of transportation service users to increase loyalty. Journal of Transportation & Logistics Management (JMTRANSLOG), 3(3), 317. https://doi.org/10.54324/j.mtl.v3i3.81
Saxena, A. (2017). Literature Review on Customer Satisfaction. 3(670), 20–26.
Sekaran, U., & Bougie, R. (2019). Research Methods for Business II: A Development-Expertise Approach (6th, Ed.). Salemba Four.
Setiawan, E. B., Valdhavessa, D., Bambang, H., Marina, S., Desa, L., Bilqis, F. R., Agusinta, L., Hernawan, M. A., & Sidjabat, S. (2021). How To Build Customer Loyalty: Through Customer Experience, Perceived Price, And Customer Satisfaction. Turkish Journal of Computer and Mathematics Education (TURCOMAT), 12(4), 1546–1554. https://doi.org/10.17762/turcomat.v12i4.1410
Shen, W., Xiao, W., & Wang, X. (2016). Passenger satisfaction evaluation model for Urban rail transit: A structural equation modeling based on partial least squares. Transport Policy, 46, 20–31. https://doi.org/10.1016/j.tranpol.2015.10.006
Upamannyu, N. K., Gulati, C., Chack, A., & Kaur, G. (2015). The effect of customer trust on customer loyalty and repurchase intention: The moderating influence of perceived CSR. International Journal of Research in IT, Management and Engineering, 5(4), 1–31.
Vaske, J. J., Beaman, J., & Sponarski, C. C. (2017). Rethinking Internal Consistency in Cronbach ’ s Alpha. Leisure Sciences, 39(2), 163–173. https://doi.org/10.1080/01490400.2015.1127189
Wang, Y., Zhang, Z., Zhu, M., & Wang, H. (2020). The Impact of Service Quality and Customer Satisfaction on Reuse Intention in Urban Rail Transit in Tianjin, China. SAGE Open, 10(1). https://doi.org/10.1177/2158244019898803
