Exploring the Importance of the Perceived Value: Evaluation at BNI City Station for Smart City-Based Transportation Excellence

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.