Customer Satisfaction Influenced by Service Quality, Corporate Image, Perceived Value, and Trust and Their Implications on the Behavioral Intention of Transjawa Toll Road Users

Abstract

During the last half decade, developments in infrastructure across Java Island have improved connectivity and widened market reach. Road users now have the option of using either toll or non-toll routes, which can potentially decrease reliance on toll roads. This research examines the effects of service quality, brand image, perceived value, trust, and customer satisfaction on the behavioral intentions of users of the Transjawa Toll Road. Employing the PLS-SEM approach, eight hypotheses were evaluated using data collected from 235 respondents who regularly use the Jakarta–Cikampek Toll Road. The study reveals that service quality plays a crucial and positive role in shaping corporate image, customer trust, and perceived value. A strong corporate image contributes positively to customer satisfaction, while perceived value significantly influences both trust and satisfaction levels. Additionally, customer satisfaction positively affects behavioral intentions, whereas trust does not show a meaningful impact on satisfaction. From a managerial standpoint, these findings highlight the need to enhance service quality, cultivate a strong corporate image, build trust, and improve perceived value to boost both customer satisfaction and behavioral intentions. The scope of this study is confined to a single toll road and relies on a quantitative method. Future studies are encouraged to involve broader locations and additional factors affecting toll road user behavior. Overall, these results offer strategic guidance for toll road operators in improving service performance and user satisfaction.