Enchancing Passenger Satisfication in JABODETABEK: A Comparative Study of the Effectiveness of Electric Money and QR Code Payment for KRL Commuters

Payment methods for public transportation have slowly changed since COVID-19 occurred in Indonesia, the Indonesian government made regulations in the form of using cash to become cashless. This has increased the Electronic Money Payment method and the QR-Code payment method, especially for Indonesian KRL transportation. This study aims to examine which factors influence passenger satisfaction for both E-Money payments and QR-Code payments. This study examines the factors that can increase JABODETABEK KRL user satisfaction in using Electronic Money Payment and QR-Code Payment based on four factors: Ease of use, Payment Speed, Service Security, and Usefulness. This study uses quantitative methods and questionnaires to gather data from the passengers about ease of use, payment speed, service security, and usefulness. The research result on 404 samples showed that service security and usefulness is the most influence user satisfaction in transacting using Electronic Money and Service security is the most influences user satisfaction in transacting using the QR-Code and QR-Code payment is the most satisfying payments for passengers because of their high service security.