Toward Smart Mobility: Assessing Digital Service and IT Governance Consequences for Public Transportation

Public transportation has become one of the important things in sustainable city development. This study discusses the factors that influence for increasing satisfaction of public transportation passengers, in this case, train passengers. In addition to factors that were discussed in previous studies, this paper also added digital service factors. This study conducted online survey and data analyzing using PLS-SEM method. Service delivery, onboard experience and accessibility are the most important factors in ensuring passenger satisfaction. Although digital service has not been a significant determinant in passenger satisfaction, this paper also proposes issues that need attention in relation to IT governance.