The purpose of this study was to evaluate the need for mass transportation in Makassar City, Indonesia and to analyze public perceptions of the relationships among transport management, service qualities, user capacity and acceptance through user satisfaction. This research was conducted in two stages. The first was a survey of public transport users and an estimate of the number of the bus fleet requirements. This was conducted by estimating the number of users, mapping the main public transportation routes and measuring the period based on the departure schedule and the headway. In the second stage, a survey of public perceptions of bus transportation, which covered transport management, service qualities, user capacity, user satisfaction and user acceptance, was conducted. A self-administrated questionnaire had been developed and distributed in 10 residential points representing a certain area in Makassar city, Indonesia. At each point, 40 questionnaires were distributed to respondents by non-probability samplings. The respondents were selected by certain criteria consisting of age, transport need and experience in receiving bus services. Out of 400 questionnaires that have been distributed, 315 were returned (78.0%). Of the 315, there were 15 regarded as invalid and 300 were considered valid responses. Therefore, further analyses were done by extracting those 300 valid responses. The results indicated that user acceptance was directly or indirectly influenced by transport management, service qualities, user capacity and user satisfaction. User satisfaction is an intervening variable between service qualities and user acceptance. Meanwhile, user capacity positively and directly affects user acceptance, but indirectly it has a negative relationship with user satisfaction. Therefore, the quality of the bus services in terms of security, comfort and orderliness significantly affects user satisfaction, which impacts acceptance.
service qualities, transport management, user capacity, user acceptance
 Mantoro, B., The Importance of Transportation in Knitting Indonesia’s Diverse Communities Together. KnE Social Sciences, pp. 340-352, 2021.
 Susantoro, B. & Parikesit, D., 1-2-3 Steps: Small Steps We Take Towards Sustainable Transport. Majalah Transportasi Indonesia, 1(1), pp. 1–9, 2004 (in Indonesian).
 Tian, Z., Zhang, Z., Wang, H., & Ma, L. Complexity analysis on public transport networks of 97 large-and medium-sized cities in China. International Journal of Modern Physics B, 32(09), 1850108, 2018.
 Said, L.B. & Syafey, I. The scenario of reducing congestion and resolving parking issues in Makassar City, Indonesia. Case Studies on Transport Policy, 9(4), pp. 1849– 1859, 2021. https://doi.org/10.1016/j.cstp.2021.10.004
 Nwachukwu, A.A., Assessment of passenger satisfaction with intra-City public bus transport services in Abuja, Nigeria. Journal of Public Transportation, 17(1), pp. 99– 119, 2014. https://doi.org/10.5038/2375-0901.17.1.5
 Bernhard, C., Oberfeld, D., Hoffmann, C., Weismüller, D. & Hecht, H., User acceptance of automated public transport: Valence of an autonomous minibus experience. Transportation Research Part F: Traffic Psychology and Behaviour, 70, pp. 109–123, 2020. https://doi.org/10.1016/j.trf.2020.02.008
 Idris, Z. Performance level analysis of public transport user in Jogjakarta. Dinamika Teknik Sipil, 9(2), 189–196, 2009 (in Indonesian).
 Miro, F., Perencanaan Transportasi untuk Mahasiwa, Perencana dan Praktisi, Erlangga, Jakarta, 2005. (in Indonesian)
 Directorate General of Land Transportation of Indonesia. Keputusan Direktorat Jenderal Perhubungan Darat Nomor SK.687/AJ.206/DRJD/2002, Tentang Pedoman Teknis Penyelenggaraan Angkutan Penumpang Umum di Wilayah Perkotaan Dalam Trayek Tetap dan Teratur. Jakarta, 2002. (in Indonesian)
 Leontiadis, I., Marfia, G., Mack, D., Pau, G., Mascolo, C. & Gerla, M., (). On the effectiveness of an opportunistic traffic management system for vehicular networks. IEEE Transactions on Intelligent Transportation Systems, 12(4), 1537-1548, 2011.
 Hadiuzzman, M., Das, T., Hasnat, M.M., Hossain, S. & Rafee Musabbir, S., (). Structural equation modeling of user satisfaction of bus transit service quality based on stated preferences and latent variables. Transportation Planning and Technology, 40(3), 257-277, 2017.
 Van Lierop, D., & El-Geneidy, A., Enjoying loyalty: The relationship between service quality, customer satisfaction, and behavioral intentions in public transit. Research in Transportation Economics, 59, pp. 50-59, 2016.
 Schade, J. & Schlag, B., Acceptability of urban transport pricing strategies. Transportation Research Part F: Traffic Psychology and Behaviour, 6(1), 45-61, 2003.
 Chan, W.C., Ibrahim, W. H.W., Lo, M.C., Suaidi, M.K. & Ha, S.T., (). Determinants of Customer Satisfaction and Loyalty in Public Transport: A PLS-SEM Approach. Studies of Applied Economics, 39(8), 2021
 Ringle, C.M., Wende, S. & Becker, J.M., SmartPLS 3. SmartPLS GmbH, Boenningstedt, 2015. Http://www.Smartpls.Com. Accessed on: 4 Jun. 2021.
 15 Statistic Central Bureau. Total Population by District and Gender in Makassar City (individuals), 2019-2021,  Statistic Central Bureau of Makassar City 2022. https:// makassarkota.bps.go.id/indicator/12/72/1/jumlah-penduduk-menurut-kecamatan-danjenis-kelamin-di-kota-makassar.html Accessed on: 4 Jun. 2021.
 Djatnika, T., Suhartanto, D. & Leo, G., Penerapan model loyalitas pelanggan sebagai strategi untuk membangun daya saing jasa angkutan kota di Jawa Barat. Prosiding Industrial Research Workshop and National Seminar, 4, pp. 110-115, 2013 (in Indonesian).
 Hidayat, N., Performance level analyses of public transportation using importanceperformance analysis method. In MATEC Web of Conferences, 147, 02001, 2018.
 Farda, M. & Balijepalli, C., Exploring the effectiveness of demand management policy in reducing traffic congestion and environmental pollution: Car-free day and odd-even plate measures for Bandung city in Indonesia. Case Studies on Transport Policy, 6(4), pp. 577-590, 2018.
 Fan, W. & Chang, J., Assessment on Public Satisfaction of Public Housing Condition in Beijing. IOP Conference Series: Earth and Environmental Science, 153(6), 62020, 2018.
 Nguyen, X.P., The bus transportation issue and people satisfaction with public transport in Ho Chi Minh city. Journal of Mechanical Engineering Research and Development, 42, pp. 10-16, 2019.
 Sriyanto, A. & Ditto, D., Analysis of Customer Satisfaction Factors for Users of Transjakarta Bus Public Transportation Corridor 13 (Ciledug – Blok M). Jurnal Ekonomika Dan Manajemen, 7(1), pp. 15–27, 2018 (in Indonesian).
 Amrapala, C. & Choocharukul, K., Perceived service quality and commuter segmentation of informal public transport service in Bangkok, Thailand. Engineering Journal, 23(6), 1-18, 2019.
 Irtem, H.I.M., Ismail, A., Borhan, M.N., Das, A.M. & Alshetwi, A.B.Z. Case study of the behavioural intentions of public transportation passengers in Kuala Lumpur. Case Studies on Transport Policy, 6(4), pp. 462–474, 2018.
 Saribanon, E., Sitanggang, R. & Amrizal, A. Transportation service user satisfaction to increase loyalty (in Indonesian). Jurnal ManajemenTransportasi & Logistik, 3(3), pp. 317–326, 2016. https://doi.org/10.25292/j.mtl.v3i3.81
 Pakusch, C. & Bossauer, P. User Acceptance of Fully Autonomous Public Transport. In Proceedings of the 14th International Joint Conference on E-Business and Telecommunications - ICE-B, pp. 52–60, 2017. https://doi. org/10.5220/0006472900520060.
 Nordhoff, S., de Winter, J., Madigan, R., Merat, N., van Arem, B. & Happee, R., User acceptance of automated shuttles in Berlin-Schöneberg: A questionnaire study. Transportation Research Part F Traffic Psychology and Behaviour, 58, pp. 843–854, 2018. https://doi.org/10.1016/j.trf.2018.06.024
 Cheng, Y.H. & Chen, S.Y., Perceived accessibility, mobility, and connectivity of public transportation systems. Transportation Research Part A: Policy and Practice, 77, pp. 386-403, 2015.