The Impact of Digital Payment Usage and Accessibility on Passenger Satisfaction with Service Quality as an Intervening Variable at Trans Jatim
Pengaruh Penggunaan Pembayaran Digital dan Aksesibilitas terhadap Kepuasan Penumpang dengan Kualitas Pelayanan sebagai Variabel Intervening pada Trans Jatim
DOI:
https://doi.org/10.21070/ups.7235Keywords:
Digital Payment, Accessibility, Passenger Satisfaction, Service QualityAbstract
This study examines the impact of digital payment and accessibility on passenger satisfaction and service quality in Trans Jatim, testing the hypothesis that these factors positively influence satisfaction, with service quality as an intervening variable. Using SmartPLS, data from 238 respondents were analyzed in two stages: exploring primary variables and conducting an in-depth analysis of digital payment technology through the UTAUT2 method. The findings reveal that digital payment and accessibility enhance both service quality and passenger satisfaction, with service quality mediating their effects, while social influence does not significantly impact digital payment usage. Unlike previous studies that examined these factors separately, this research integrates them within the UTAUT2 model, providing practical insights for policymakers to improve urban mobility by leveraging digital payment systems and enhancing accessibility, thus contributing to a sustainable public transportation framework in emerging economies.
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