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This research seeks to develop a model to predict repurchase intention based on the modified theory of planned behavior (TPB).

This research is quantitative study involving 150 respondents from five major cities in Indonesia. Data were collected using a questionnaire. Data analysis used confirmatory factor analysis–structural equation modeling (CFA–SEM).

The research instrument and the proposed model were fit. However, health belief was not proven to have a significant impact on attitude. The perceived behavioral control (PBC) also did not significantly affect repurchase intention.

Future research that utilizes TPB should incorporate emotional belief as part of the attitude variable.

In the designing and marketing process, managers of herbal teas companies should consider the health benefits of their products and the feeling of joy it might incite.

The TPB was initially constructed from three variables: subjective norm, attitude and perceived behavioral control (PBC). Unlike previous research, this study considered cognitive and emotional beliefs as the factors that affected attitude.

Recently, autonomous vehicles (AV) acceptance has been studied intensively. This paper aims to map and analyze the bibliometric characteristics of AV acceptance literature. Furthermore, this research aims to identify research gaps and propose future research opportunities.

The bibliometric analysis was performed. Scopus database was used as the source of the literature. This study selected and analyzed 297 AV acceptance papers. The performance and science mapping analysis were performed.

The developed countries tended to dominate the topic. The publication outlet tended to be in transportation or technology journals. There were four research themes in existing literature. Technology acceptance model (TAM) and UTAUT2 tended to be used for explaining AV acceptance. AV acceptance studies tended to use two types of psychological concepts for understanding AV acceptance, namely risk related concepts and functional utilitarian benefit related concepts. In the context of research design, quantitative approach tended to be used. Self-driving feature was the most exploited feature of AV in the existing literature. Three research gaps were mapped and future research opportunities were proposed.

This paper provided a comprehensive information that allowed scientists to develop future research on AV acceptance.

There is lack of paper that discussed the bibliometric characteristics of AV acceptance literature. This paper fulfilled the gap.

This research aims to investigate the simultaneous effect of trust, subjective norm, image and perceived risk on patient loyalty.

This research used quantitative research methodology. The authors surveyed the patient of a healthcare service institution in Depok, Indonesia, and 163 of the institution patients participated in the survey. Multiple regressions analysis was performed to analyze the empirical data.

The findings showed that subjective norm and image have positive influence on patient loyalty. However, this research also found that trust and perceived risk do not have significant impact on patient loyalty.

The author(s) used convenience sampling method, and the sample only involved respondents from a healthcare service institution in Depok, Indonesia. Hence, the findings of this research may not be generalized to the other contexts. Therefore, we recommend further research to replicate this research to examine the stability of this research’s findings.

The research results show that subjective norm and image affect the patient loyalty. Thus, the management of healthcare service institution should consider and manage all of these factors proactively.

This study is believed to be the first to develop and test patient loyalty model that includes trust, subjective norm, image, perceived risk and trust.

The purpose of this paper is to develop and test a multi-level healthcare service quality (HSQ) model in Jakarta, Indonesia.

The research used a quantitative research method. Data were collected via a survey with questionnaire. The respondents are 154 patients of a healthcare institution in Jakarta, Indonesia.

The research result shows a multi-level HSQ model. The HSQ model consists of three primary dimensions, namely, healthcare service outcome, healthcare service interaction, and healthcare service environment. Healthcare service outcome has three subdimensions, i.e. waiting time, medicine, and effectiveness. Healthcare service interaction has three dimensions, namely, soft interaction, medical personnel expertise, and hard interaction. Healthcare service environment has two dimensions, which are equipment condition and ambient condition.

This research was only conducted in one healthcare institution in Jakarta, Indonesia. The data collection using convenience sampling method as well as the use of small sample size caused the limitation of the research results in representing across the customer of the healthcare institution. This study can be replicated with larger sample size and involving more healthcare institutions in order to examine the stability of the HSQ model.

Healthcare institution’s managers can use the HSQ model to monitor, measure, and improve their service quality.

There is a lack of research that develops and tests HSQ model based on multi-level approach in the context of developing country. This paper has fulfilled the gap.

The purpose of this paper is to investigate the simultaneous effect of perceived value, image, perceived ease of use and perceived usefulness on passengers’ satisfaction.

The empirical data were collected through survey. The respondents of the survey are 292 public transport passengers in Jakarta, Indonesia. Multiple regressions analysis was performed to test the conceptual model and the proposed hypotheses.

The findings showed that public transport passengers’ satisfaction is influenced by perceived value, perceived usefulness and image while perceived ease of use does not affect public transport passengers’ satisfaction.

The authors performed the survey only at Jakarta using convenience sampling method. Hence, the research results may not be generalized to other contexts. Given this, in order to test the stability of the findings in other contexts, a replication research is important to be performed in the future.

Public transport service managers need to pay attention to perceived value, perceived usefulness and image in order to ensure public transport passengers’ satisfaction.

This study is believed to be the first to develop and test public transport passengers’ satisfaction model that integrated perceived value, image, perceived ease of use and perceived usefulness.

The purpose of this paper is to investigate the simultaneous effect of attitude, subjective norm, perceived behavioral control (PBC), perceived value, and image on public transport passengers’ intention to reuse.

The empirical data were collected through survey. The respondents of the survey are 293 public transport passengers in Tangerang, Indonesia. Multiple regressions analysis was performed to test the conceptual model and the proposed hypotheses.

The findings showed that attitude, subjective norm, and image influence public transport passengers’ intention to reuse. However, this research also found that perceived value and PBC does not influence public transport passengers’ intention to reuse significantly.

The survey was only conducted at one area in Indonesia. In addition, convenience sampling method was employed. These conditions may cause that the research results cannot be generalized to the other contexts. Therefore, replication research is needed to test the stability of the findings in the other contexts.

Public transport service managers need to pay attention to attitude, subjective norm, and image in order to ensure public transport passengers’ intention to reuse public transport services.

This study is believed to be the first to develop and test public transport passengers’ intention to reuse model that integrated theory of planned behavior with perceived value and image.

This study aims to investigate the simultaneous effect of subjective norm, perceived behavioral control and trust on patient loyalty.

The empirical data were collected through survey. The respondents of the survey are 157 patients of a health-care service institution in Bogor, Indonesia. Multiple regressions analysis was performed to test the conceptual model and the proposed hypotheses.

The findings showed that subjective norm and trust influence patient loyalty positively. However, this research also found that perceived behavioral control does not influence patient loyalty significantly.

The survey was only conducted at one health-care service institution in Bogor, Indonesia. In addition, convenience sampling method was used. These conditions may cause that the research results can not be generalized to the other contexts. Therefore, replication research is needed to test the stability of the findings in the other contexts.

Health-care service institutions need to pay attention to trust and subjective norm to establish patient loyalty.

This study is believed to be the first to develop and test patient loyalty model that includes subjective norm, perceived behavioral control and trust.

The purpose of this paper is to investigate the factors that influence the behavioral intention (BI) of paratransit passengers in three major cities in Indonesia, namely Bandung, Medan, and Surabaya. More specifically, this paper will examine the relationship between the BI and other factors, including satisfaction (SAT), perceived sacrifice (SAC), perceived value (PV), service quality (SQ), and frequency of usage.

The empirical data were collected through a survey with 264 respondents. Structural equation modeling was employed to test the proposed hypotheses.

SQ affects word-of-mouth (WOM) of paratransit passengers directly and indirectly through PV. However, SQ has no statistically significant direct effects on repurchase intention. SAC is proved to affect WOM and repurchase intention of paratransit passengers indirectly via PV. In addition, it is also found that SAT and frequency of usage have no statistically significant effect on WOM and repurchase intention of paratransit passengers.

The data collection using convenience sampling method as well as the use of small sample size caused the limitation of the research results in representing across all paratransit passengers in the three cities where the research was conducted in. This study can be replicated with larger sample size in order to examine the stability of the results in other contexts.

The research results shows that sacrifice, SQ, and PV affect the BI of paratransit passengers. Thus, the management of paratransit service provider should consider and manage all of these factors proactively.

The paper has established a BI model of public transport passengers that can help organizations to manage the formation of BI of their passengers. The model has some novelties, which are first, the model includes frequency of usage, second, it uses BI as a multidimensional construct, consisting of repurchase intention and WOM, rather than a single dimensional construct, and third, it also includes the direct relationship between SAC and BI (repurchase intention and WOM).

The purpose this paper is to investigate the simultaneous effects of satisfaction, perceived value, and trust on loyalty in healthcare services.

This research used a quantitative research methodology. The data collection was performed using a survey method. The respondents of this study are 165 patients in a healthcare institution in Bekasi, Indonesia. Multiple regression analysis was carried out to analyze the data.

The results demonstrated that trust has a positive influence on patient loyalty. However, this research also found that satisfaction and perceived value has no significant impact on patient loyalty.

The research was conducted only in one healthcare service institution in Bekasi using convenience sampling. Thus, the findings need to be further examined in different context in order to ensure their stability.

The findings can be used as valuable information for healthcare service institution managers in their efforts to improve patient loyalty.

This paper fills a literature gap by developing and testing a patient loyalty model that includes not only satisfaction, but also perceived value and trust.

The purpose of this paper is to develop and test a new public healthcare patient satisfaction index (PSI) in Indonesia. More clearly, the index measures overall patient satisfaction and its determinants.

Literature review was performed to identify the determinants of patient satisfaction. Data collection was carried out by using survey with questionnaire. The survey involves 161 patients of one public healthcare service institution in Tangerang, Indonesia. The authors conducted some statistical analyses, namely exploratory factor analysis, Cronbach α analysis, and multiple regression analysis.

A new public healthcare PSI was developed and tested. The index consists of overall patient satisfaction and its determinants. The determinants include the quality of healthcare delivery, the quality of healthcare personnel, the adequacy of healthcare resources, the quality of administration process, perceived value, perceived sacrifice, and image. Furthermore, the new index was called as IPHSI-PSB.

This research was carried out only in Tangerang, Indonesia and only involved one public healthcare service. Hence, the index needs to be tested in different cities in Indonesia. Furthermore, it is also needed to involve more public healthcare service institutions in future researches.

Public healthcare service managers can use IPHSI-PSB to monitor, measure, and improve the patient satisfaction of the public healthcare service institution they manage.

This paper has developed and tested a new public healthcare patient satisfaction index.