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Abstract

Purpose: This study examines the relationships of customer experience, facilities, and service quality with repurchase intention among DAMRI bus users on the Pontianak-Sintang route.


Research Method: A quantitative associative design was used with primary questionnaire data from 150 respondents who had used DAMRI services on the Pontianak-Sintang or Sintang-Pontianak route. Purposive sampling was applied. The analysis used item-validity testing, classical assumption tests, multiple linear regression, correlation and coefficient-of-determination analysis, and F- and t-tests.


Results and Discussion: Customer experience, facilities, and service quality were each positively and significantly associated with repurchase intention, and the overall regression model was statistically significant.


Implications: The study is limited to one intercity DAMRI route and a purposively selected sample. The findings indicate that service managers should maintain positive passenger experiences, adequate physical facilities, and consistent service delivery. Future research should test broader samples and additional explanatory variables.


Originality: The study integrates customer experience, physical facilities, and service quality in one model of repurchase intention within an Indonesian intercity bus context.

Keywords

Customer Experience Facilities Service Quality Repurchase Intention DAMRI

Article Details

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This work is licensed under a Creative Commons Attribution 4.0 International License.

How to Cite
Adhari, M. H., & Archie, A. (2026). Customer Experience, Facilities, and Service Quality on Repurchase Intention Among Damri Bus Users on The Pontianak–Sintang Route. Advances in Business & Industrial Marketing Research, 4(3), 358–371. https://doi.org/10.60079/abim.v4i3.1087
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