Factors influencing customers satisfaction on mass rapid transit feeder bus electronic payment system

Abstract

This paper introduces the current trend of the electronic payment system implementation on feeder bus in Malaysia. Smart card technology has been implemented in many countries around the world as a substitute for cash transaction. Rapid Bus Sdn Bhd was responsible for introducing electronic payment system for all Mass Rapid Transit feeder bus across all the 57 routes in February 2019. By using the Pearson correlation coefficient, the analysis stated that the significant level is 0.05. Furthermore, it used to identify the hypothesis should be acceptance or rejected. When relationship for both variables is significant, it’s required to resolve on the level of the acceptance. The development of this e-payment system is an effort to support the cashless payment system parallel with the government aspiration to increase the efficiency of the national payment system. The aim of this study is to identify the factors that influence customers’ satisfaction of Mass Rapid Transit feeder bus electronic payment system. This study not only reveals the factors that influence customers’ satisfaction which are e-pay reliability, e-pay miles coverage, staff technical competencies and smart card functionality, but identified the significant ones among them.