PurposeThis research seeks to simultaneously test the effect of attitude towards the behavior of following the “Stay at Home” policy, subjective norm, perceived behavioral control, perceived susceptibility and perceived severity on people's intention to follow the “Stay at Home” policy during COVID-19 pandemic.Design/methodology/approachThe data were collected through an online survey with 148 respondents in the Greater Area of Jakarta, Indonesia. The data were then analyzed using multiple regressions.FindingsThe findings show that attitude towards the behavior, subjective norm and perceived behavioral control positively and significantly affect intention to follow “Stay at Home” during the COVID-19 pandemic. However, perceived susceptibility and perceived severity of COVID-19 do not significantly influence the intention to follow “Stay at Home” during the COVID-19 pandemic.Research limitations/implicationsThis research was limited to the Greater Area of Jakarta, Indonesia. Furthermore, sampling was done through convenience sampling. Therefore, future research should be conducted in a different context to test the generalization of this research's findings.Practical implicationsTo encourage citizens' adherence to the stay-at-home policy during the COVID-19 pandemic, they must be directed to have positive attitudes toward the policy. Financial and non-financial supports are critical to ensure citizens' ability to sufficiently observe the policy sufficiently. Another important aspect is the influence of leaders and public figures to consistently call for obedience consistently.Originality/valueThis is the first research that studies citizens' behavior related to the “Stay at Home” policy requisitioned by the government to hinder the spread of COVID-19.

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PurposeThis research aims to test the effects of attitude, perceived behavioral control (PBC), subjective norm and perceived quality of official coronavirus disease 2019 (COVID-19) websites on intention to use official COVID-19 websites.Design/methodology/approachThis study collected data using an online questionnaire. It involved 120 Indonesians who used official COVID-19 websites. The data were analyzed using the multiple regression analysis.FindingsThis research found that intention to use official COVID-19 websites is significantly and positively affected by the quality of the website, attitude and subjective norm. PBC does not influence intention to use official COVID-19 websites.Research limitations/implicationsThis research was only conducted in the context of Indonesians. Furthermore, a convenience sampling technique was applied. Future research should be done in a different context with larger samples to test the generalization of this research's findings.Practical implicationsTo improve intention to use official COVID-19 websites, people must be directed to have a positive attitude toward the website. The developer must ensure the quality of the website. It is also essential to involve leaders and public figures whose opinions might be able to sway citizens to use official COVID-19 websites consistently.Originality/valueThis research is the first one of its kind that studied citizens' intention to use official COVID-19 websites.

Purpose – 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. Design/methodology/approach – 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. Findings – 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. Research limitations/implications – 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. Practical/implications – 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. Originality/value – 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.

Purpose – 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. Design/methodology/approach – The empirical data were collected through a survey with 264 respondents. Structural equation modeling was employed to test the proposed hypotheses. Findings – 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. Research limitations/implications – 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. Practical implications – 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. Originality/value – 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).

Purpose – 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. Design/methodology/approach – 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. Findings – 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. Research limitations/implications – 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. Practical implications – Public transport service managers need to pay attention to perceived value, perceived usefulness and image in order to ensure public transport passengers’ satisfaction. Originality/value – 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.

Purpose – The purpose this paper is to investigate the simultaneous effects of satisfaction, perceived value, and trust on loyalty in healthcare services. Design/methodology/approach – 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. Findings – 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. Research limitations/implications – 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. Practical implications – The findings can be used as valuable information for healthcare service institution managers in their efforts to improve patient loyalty. Originality/value – 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.

Purpose – 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. Design/methodology/approach – 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. Findings – 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. Research limitations/implications – 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. Practical implications – Public healthcare service managers can use IPHSI-PSB to monitor, measure, and improve the patient satisfaction of the public healthcare service institution they manage. Originality/value – This paper has developed and tested a new public healthcare patient satisfaction index.