The Digital Payment Service Automation Attributes Model : Empirical Evidence of Railway Public Transport

The purpose of this study is to examine the effect of automation attributes in railway digital ticket payment toward the commuters’ satisfaction and retention in railway transportation. Digital payment security is one of the essential qualities which was little discussed in determining public transportation service performance. This study used the partial least square structural equation modeling method study to measure the six effects indicated by the proposed research framework to fill the last research gap. The results showed two automation attributes, reliability and security, significantly influenced commuter satisfaction, supporting the behavioral theory as commuter satisfaction also substantially affected the commuters’ retention attitude. This study revealed that the reliability factor was the most significant. The findings communicate important insight for local government in improving its railway transportation’s quality of service. The study’s scope was to train commuters who live in Jakarta metropolitan area and use the railway as their public or mass transportation