Analysis of Reuse Intention in Sustainable Mass Transportation: Teman Bus Mamminasata in Makassar City

Abstract

This study aims to determine the influence of service quality, customer value, and environmental concern on reuse intention, with customer satisfaction as an intervening variable among users of the Teman Bus (Trans Mamminasata) service in Makassar City. This research adopts a quantitative approach by distributing online questionnaires to 333 passengers who use the Teman Bus Trans Mamminasata service in Makassar City. Data analysis is conducted using the Partial Least Squares Structural Equation Modeling (PLS-SEM) method. The results show that service quality, customer value, environmental concern, and customer satisfaction have a direct positive, and significant impact on reuse intention. Service quality and customer value also have a direct, positive, and significant influence on customer satisfaction. Furthermore, service quality and customer value indirectly affect reuse intention with customer satisfaction as the intervening variable. Therefore, the company must continuously enhance customer satisfaction by building positive experiences for passengers to increase their intention to reuse the Teman Bus service