Factor influencing consumer satisfaction of electronic payment system on mass rapid transit feeder bus

Abstract

Smart card technology is being implemented in many country around the world as a substitute for cash transaction for example the implementation of electronic payment system on MRT feeder bus in Malaysia. In February 2019, Rapid Bus Sdn Bhd have responsible for introducing e-payment system for all MRT feeder bus across all the 57 routes. The development of e-payment system is an effort to support the cashless payment system with the government aspiration to increase the efficiency of the national payment system. But the system are started have problem rising from human error because of invalid of the card and also minor problem in the system that resulting error. However, the aim of this study is to identify factor influencing consumer satisfaction of electronic payment system that have been developed on MRT feeder bus. A total of 180 sets of questionnaires were distributed to MRT feeder bus users at 4 MRT station namely MRT Kajang, MRT Maluri, MRT Muzium Negara and MRT Sungai Buloh. It was found that there are several issues regarding this system that can be identified that effect on the consumer satisfaction of e-payment system. One of the issues is the electronic payments are often unable to read consumer smart card, resulting in disrupted service of buses and impacting the quality of services on MRT feeder bus. By using the Pearson correlation coefficient analysis, the consumer trustworthiness on e-pay reliability was a factor that influence consumer satisfaction in MRT feeder bus with a P-value of 0.638. So, it is a positive significant between e-pay reliability with the consumer satisfaction. Consumer feel that with the new system has made transactions become easier and faster. Consumer find that their trips are more organized and the system was user-friendly. To improve the electronic payment system on the MRT feeder bus, there is several suggestion such as maintaining the e-payment system, develop contactless system (RFID) and also provide mobile payment application for better service in future.