The Influence of Environment Concern, Norm Description, Service Satisfaction on Behavioral Intention of Suroboyo Bus Passengers in Surabaya

DOI

10.2991/978-94-6463-008-4_131How to use a DOI?

Keywords

environment concern; descriptive norms; service satisfaction; behavioral intentions

Abstract

Surabaya is a densely populated city because it is a business and industrial center with an increasing demand for transportation. Currently, the use of private vehicles is more than public transportation. However, Surabaya has a City Bus service is known as the Suroboyo Bus, an environmentally friendly payment concept by exchanging used plastic bottles. To assess behavioral intentions of using public transportation, this study used an integrative model based on the Theory of Planned Behavior (TPB), service satisfaction, and environmental concern. A total of 150 completed questionnaires were collected from Surabaya residents who had used public transportation in the previous year for this study. The results of this study reveal that behavioral intentions in using the Suroboyo Bus are influenced by perceived behavioral control, subjective norms, and descriptive norms. Through perceived behavioral control and personal norms, environmental concerns indirectly influence behavioral intentions, bolstering the TPB model. This demonstrates the suitability of this TPB-based integrative model, while customer satisfaction is also a key factor in switching from a private vehicle to a public bus system, particularly with the Suroboyo Bus’s unique environmentally friendly payment system. Theoretical and policy implications are discussed, as well as research ideas for the future.

Copyright

© 2023 The Author(s)

Open Access

Open Access This chapter is licensed under the terms of the Creative Commons Attribution 4.0 International License (http://creativecommons.org/licenses/by/4.0/), which permits use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

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TY  - CONF
AU  - Fitri Novika Widjaja
AU  - Kevin
AU  - Veny Megawati
PY  - 2022
DA  - 2022/12/05
TI  - The Influence of Environment Concern, Norm Description, Service Satisfaction on Behavioral Intention of Suroboyo Bus Passengers in Surabaya
BT  - Proceedings of the 19th International Symposium on Management (INSYMA 2022)
PB  - Atlantis Press
SP  - 1056
EP  - 1066
SN  - 2352-5428
UR  - https://doi.org/10.2991/978-94-6463-008-4_131
DO  - 10.2991/978-94-6463-008-4_131
ID  - Widjaja2022
ER  -