Customer Satisfaction on the Tangerang-Merak Toll Road: The Effects of Cashless Payments, Service Quality, and Loyalty
DOI:
https://doi.org/10.70062/managementdynamics.v2i3.268Keywords:
Cashless Payment, Customer Satisfaction, Tangerang Merak Toll Road, Multi Lane Free Flow, Travel EfficiencyAbstract
This study investigates the impact of cashless payment technologies, specifically e-toll and Garda Total Objek (GTO), on customer satisfaction and travel efficiency on the Tangerang-Merak Toll Road. The research demonstrates that the implementation of these technologies significantly enhances travel time efficiency and overall user satisfaction, providing a more seamless and convenient toll payment experience. Despite these positive outcomes, the study identifies several technical challenges that hinder optimal performance. Notably, there is an 18% transaction failure rate, primarily caused by malfunctions in card reader devices and server disruptions, which negatively affect the customer experience. In addition to technological reliability, the quality of service delivered by field staff and the degree of customer loyalty emerge as critical factors influencing sustained use of the digital payment system and overall satisfaction levels.The study underscores the importance of time efficiency and customer loyalty as key drivers for improving service quality and encouraging the widespread adoption of cashless systems. To address these challenges, the study recommends enhancing the reliability of payment devices and network infrastructure through regular maintenance and upgrades. Furthermore, the adoption of Multi-Lane Free Flow (MLFF) technology is suggested to allow toll transactions without stopping, thereby reducing traffic congestion and waiting times at toll plazas. Continuous staff training is essential to improve service response and technical troubleshooting. Additionally, customer loyalty programs offering incentives like discounts and rewards could increase user engagement. The study also emphasizes the need for increased public education on cashless payment systems and their features to minimize resistance and misunderstandings. Finally, ongoing monitoring and evaluation based on user feedback are critical for promptly addressing issues and sustainably improving customer satisfaction.
References
[1] Y. Adiyanto, "The Influence Of Food And Beverage Product Marketing On Consumer Purchasing Interest (Case Study Of Eight Mart & Canteen In Serang City)," Brilliant Int. J. Manag. Tour., vol. 3, no. 3, pp. 160–172, 2023.
[2] M. Alfarizi and N. I. Abidin, "Traffic safety management on Palembang Indralaya toll road," ASEAN Eng. J., vol. 15, no. 1, pp. 1–12, 2025.
[3] A. Alfons, N. Y. Ateş, and P. J. F. Groenen, "A robust bootstrap test for mediation analysis," Organ. Res. Methods, vol. 25, no. 3, pp. 591–617, 2022.
[4] M. Alrawad, A. Lutfi, M. A. Almaiah, and I. A. Elshaer, "Examining the influence of trust and perceived risk on customers intention to use NFC mobile payment system," J. Open Innov. Technol., Mark. Complex., vol. 9, no. 2, p. 100070, 2023.
[5] A. Alsyouf et al., "The use of a technology acceptance model (TAM) to predict patients’ usage of a personal health record system: the role of security, privacy, and usability," Int. J. Environ. Res. Public Health, vol. 20, no. 2, p. 1347, 2023.
[6] C. Atombo and T. D. Wemegah, "Indicators for commuter’s satisfaction and usage of high occupancy public bus transport service in Ghana," Transp. Res. Interdiscip. Perspect., vol. 11, p. 100458, 2021.
[7] S. G. Ayinaddis, B. A. Taye, and B. G. Yirsaw, "Examining the effect of electronic banking service quality on customer satisfaction and loyalty: an implication for technological innovation," J. Innov. Entrep., vol. 12, no. 1, p. 22, 2023.
[8] A. Bakhtiar et al., "The effects of non cash transactions on consumer satisfaction (A case study on consumers of the Oro Oro Dowo Market, Malang)," HABITAT, vol. 32, no. 3, pp. 154–162, 2021.
[9] N. Bano and S. Siddiqui, "Consumers’ intention towards the use of smart technologies in tourism and hospitality (T&H) industry: a deeper insight into the integration of TAM, TPB and trust," J. Hosp. Tour. Insights, vol. 7, no. 3, pp. 1412–1434, 2024.
[10] B. Barua and M. S. Kaiser, "Microservices based framework for predictive analytics and real time performance enhancement in travel reservation systems," arXiv preprint arXiv:2412.15616, 2024.
[11] J. U. Bassey et al., "Effects of waiting line management on customer satisfaction: A study of selected banks in Ogoja, Nigeria," 2025.
[12] N. Beribisky and R. A. Cribbie, "Equivalence testing based fit index: standardized root mean squared residual," Multivariate Behav. Res., vol. 60, no. 1, pp. 138–157, 2025.
[13] B. Bungatang and R. Reynel, "The effect of service quality elements on customer satisfaction," Golden Ratio Mark. Appl. Psychol. Bus., vol. 1, no. 2, pp. 107–118, 2021.
[14] G. Castelblanco et al., "Social legitimacy challenges in toll road PPP programs: analysis of the Colombian and Chilean cases," J. Manag. Eng., vol. 38, no. 3, p. 5022002, 2022.
[15] Y. Chen, N. Zheng, and H. L. Vu, "A novel urban congestion pricing scheme considering travel cost perception and level of service," Transp. Res. Part C Emerg. Technol., vol. 125, p. 103042, 2021.
[16] A. Chinnaraju, "Partial Least Squares Structural Equation Modeling (PLS SEM) In The AI Era: Innovative Methodological Guide and Framework for Business Research," 2025.
[17] Y. A. Darwin, W. Hidayatullah, A. Y. Djaganata, and V. F. Sanjaya, "Strategi manajemen inovasi untuk meningkatkan daya saing," J. Manaj. dan Bisnis, vol. 3, no. 2, pp. 149–164, 2024.
[18] D. I. Dharmawan, Y. Adiyanto, D. Sunaryo, and A. Firdaus, "Ilomata International Journal of Management," Int. J. Manag., vol. 6, no. 1, pp. 174–197, n.d.
[19] V. Diaz Moriana, E. Clinton, C. Faherty, and C. O’Gorman, "Resilience behaviors and temporal orientation in family firms," Fam. Bus. Rev., 08944865251341696, 2025.
[20] P. Dudhe et al., "GPS Enhanced automated toll management system," in 2024 2nd Int. Conf. Comput., Commun. Control (IC4), pp. 1–3, 2024.
[21] F. Fahira, A. Suarni, and M. K. Sahib, "The influence of digital financial literacy on the use of non cash payments in Makassar City: gender as a moderating variable," IECON: Int. Econ. Bus. Conf., vol. 2, no. 2, pp. 1038–1054, 2024.
[22] H. Fatorachian, "Leveraging artificial intelligence for optimizing logistics performance: a comprehensive review," Glob. J. Bus. Soc. Sci. Rev., vol. 12, no. 3, 2024.
[23] A. Felix and G. D. Rembulan, "Analysis of key factors for improved customer experience, engagement, and loyalty in the e commerce industry in Indonesia," Aptisi Trans. Technopreneurship, vol. 5, no. 2sp, pp. 196–208, 2023.
[24] D. Gautam and N. Bolia, "Understanding consumer choices and attitudes toward electric vehicles: a study of purchasing behavior and policy implications," Sustain. Dev., vol. 32, no. 5, pp. 4895–4915, 2024.
[25] K. Goel, "Level of acceptance of digital payments transition from a cash based economy to less cash economy," Institute of Management, NU, 2021.
[26] J. A. Gonzalez Zapata, "The future of water quality trading in the United Kingdom: Clean water, food security & sustainable cities," UCL, 2025.
[27] U. Gretzel and C. Koo, "Smart tourism cities: a duality of place where technology supports the convergence of touristic and residential experiences," Asia Pac. J. Tour. Res., vol. 26, no. 4, pp. 352–364, 2021.
[28] K. P. S. S. Hadiningrat, B. Wiradanti, and Y. F. Umar, "Transformation of Indonesian sea transportation and maritime logistics to realize the vision of Golden Indonesia 2045," JIPOWER, vol. 1, no. 1, pp. 89–107, 2024.
[29] I. Hermawan and D. T. H. Aruan, "Technology of acceptance systems of toll roads payment: comparison of e toll payment system and MLFF technology of Trans Sumatera toll road," Int. J. Eng. Bus. Soc. Sci., vol. 1, no. 05, pp. 439–466, 2023.
[30] Jumiati and H. A. Maulana, "Analysis of Indonesian startup companies affected by the bubble burst (Case Study on PT GoTo Gojek Tokopedia Tbk.)," J. Inov. Bisnis, vol. 4, no. 1, pp. 88–96, 2024. https://doi.org/10.XXXX/YYYY
[31] O. G. G. Junior, "Carlos Roberto Falcão de Albuquerque Junior," n.d.
[32] A. Kalnins and K. Praitis Hill, "The VIF score. What is it good for? Absolutely nothing," Organ. Res. Methods, vol. 28, no. 1, pp. 58–75, 2025.
[33] D. R. Kamiliah and C. Wijaya, "Policy issues and challenges in the introduction of electronic toll collection in Indonesia: a qualitative system dynamics approach," Migr. Lett., vol. 20, no. 8, pp. 784–798, 2024.
[34] R. Khan, N. Habib, M. Mehdi, and A. Khan, "From hues to user friendly views: analyzing the impact of colors, aesthetics, and usability on consumer purchase intention," J. Bus. Manag. Res., vol. 3, no. 3, 2024.
[35] J. J. Kim, L. Steinhoff, and R. W. Palmatier, "An emerging theory of loyalty program dynamics," J. Acad. Mark. Sci., vol. 49, no. 1, pp. 71–95, 2021.
[36] P. Klaykul et al., "Adaptive Boom Barrier Management at ETC Toll Plazas Using Predictive Analytics," IEEE Access, 2025.
[37] V. Kolluri, "Cybersecurity challenges in telehealth services: addressing the security vulnerabilities and solutions in the expanding field of telehealth," Int. J. Adv. Res. Interdiscip. Sci. Endeavours, vol. 1, no. 1, pp. 23–33, 2024.
[38] R. Krishnan, E. Perumal, M. Govindaraj, and L. Kandasamy, "Enhancing logistics operations through technological advancements for superior service efficiency," in Innovative Technologies for Increasing Service Productivity, pp. 61–82, IGI Global, 2024.
[39] D. Kuswandi et al., "Pengaruh Ramadan terhadap perilaku pengeluaran keluarga di Indonesia: studi kasus pada keluarga muslim," J. Ilm. Manaj., Ekon. & Akuntansi (MEA), vol. 7, no. 1, pp. 613–627, 2023. https://doi.org/10.31955/mea.v7i1.2993
[40] R. Lavuri and U. Akram, "Role of virtual reality authentic experience on affective responses: moderating role virtual reality attachment," J. Ecotourism, vol. 23, no. 3, pp. 347–365, 2024.
[41] M. Lestari, B. Febriyanto, N. S. Marbun, and D. Sunaryo, "A comprehensive approach to financial risk management: analysis of regulation, innovation and sustainability through semantic literature reviews," 2024.
[42] M. Liu and W. Xiong, "Well known or well liked? The effects of brand reputation on customers’ responses to service failure," J. Travel & Tour. Mark., vol. 40, no. 3, pp. 221–241, 2023.
[43] S. Luo, S. Y. He, S. Grant Muller, and L. Song, "Influential factors in customer satisfaction of transit services: using crowdsourced data to capture the heterogeneity across individuals, space and time," Transp. Policy, vol. 131, pp. 173–183, 2023.
[44] A. M. B. de F. Marcos and A. F. de M. Coelho, "Service quality, customer satisfaction and customer value: holistic determinants of loyalty and word of mouth in services," TQM J., vol. 34, no. 5, pp. 957–978, 2022.
[45] M. A. Memon et al., "PLS SEM statistical programs: a review," J. Appl. Struct. Eq. Model., vol. 5, no. 1, pp. 1–14, 2021.
[46] M. Miao et al., "The influence of e customer satisfaction, e trust and perceived value on consumer’s repurchase intention in B2C e commerce segment," Asia Pac. J. Mark. Logist., vol. 34, no. 10, pp. 2184–2206, 2022.
[47] N. M. Mutungwa, "Effectiveness of the national road tolling programme in promoting road infrastructure development in Zambia: a case study of toll gates in Lusaka province," Univ. Zambia, 2024.
[48] S. A. Muzafar et al., "Effected factors on standard measurement method adoption in construction projects using SEM approach," J. Kejuruteraan, vol. 34, no. 5, pp. 887–898, 2022.
[49] C. Myhre, "The digital behaviour of adult consumer’s aged 45 65," Auckland Univ. Technol., 2022.
[50] C. A. Napitupulu, T. Dompak, and L. Salsabila, "Comparative analysis of political dynamics and public policy in infrastructure development: a study of Indonesia and India," J. Contemp. Local Politics, vol. 3, no. 1, pp. 15–27, 2024.
[51] R. Novak, "Vietnamese ‘comfort women’: history without memory," Women’s History Rev., pp. 1–27, 2025.
[52] L. K. Numbi, "The Impact of Service Quality, Logistic Management, And Safety Towards Customer Satisfaction to Use the National Airline Carriers in Africa: A Case Study of the Democratic Republic of Congo Aviation Sector," Bangkok Univ., 2024.
[53] P. O’Connor and G. Assaker, "Examining the role of reputation as a moderator of E-service quality, trust, and E-loyalty in online travel services," J. Theor. Appl. Electron. Commer. Res., vol. 19, no. 4, pp. 3429–3442, 2024.
[54] D. Olsson, N. Gericke, and J. Boeve de Pauw, "The effectiveness of education for sustainable development revisited–a longitudinal study on secondary students’ action competence for sustainability," Environ. Educ. Res., vol. 28, no. 3, pp. 405–429, 2022.
[55] E. E. Omosigho and E. J. Okoekhian, "Quality of Service (QoS) assessment and user satisfaction in telecommunication networks across Edo State, Nigeria," n.d.
[56] A. Pandey, "Assessing customer experience through service improvement initiatives," 2024.
[57] D. K. Pentyala, "Machine learning powered monitoring systems for improved data reliability in cloud environments," Int. J. Acta Inform., vol. 3, no. 1, pp. 81–111, 2024.
[58] D. N. Pham and G. T. Nguyen, "The relationship between employee satisfaction and customer loyalty: the mediating role of customer experience," Edelweiss Appl. Sci. Technol., vol. 9, no. 3, pp. 1531–1543, 2025.
[59] P. R. Kantheti and S. Bvuma, "Real Time payment systems for boosting economic productivity," 2024.
[60] A. Purwanto and Y. Sudargini, "Partial least squares structural squation modeling (PLS SEM) analysis for social and management research: a literature review," J. Ind. Eng. Manage. Res., vol. 2, no. 4, pp. 114–123, 2021.
[61] E. Purwanto, H. Nugraha, and N. Uddin, "International Journal of Transport Development and Integration," Integration, vol. 8, no. 2, pp. 301–314, 2024.
[62] A. E. Quinio and T. C. Lam, "Methods and biases in measuring change with self reports," in Basic Elements of Survey Research in Education: Addressing the Problems Your Advisor Never Told You About, pp. 193–217, 2021.
[63] S. Rahayu, "Digital marketing strategies to build customer loyalty: a systematic review of sustainable financial benefits," Atestasi: J. Ilm. Akuntansi, vol. 7, no. 1, pp. 792–806, 2024.
[64] A. Rahman et al., "Exploring the pathways to tourist loyalty in Pakistani tourism industry: The role of destination image, service quality, E WOM, and social media," Sustainability, vol. 15, no. 24, p. 16601, 2023.
[65] R. T. Rahman, A. Bahar, A. W. Prananta, and M. Afifudin, "The Impact of Service Quality, Pricing Strategies, User Trust, and Technological Innovation in Indonesia’s Online Transportation Services Industry," Int. J. Bus., Law, Educ., vol. 5, no. 2, pp. 2549–2561, 2024.
[66] S. Raissa, "Analysis of the relationship between non cash payment and output in Indonesia," Universitas Andalas, 2022.
[67] N. Rane, "Enhancing customer loyalty through Artificial Intelligence (AI), Internet of Things (IoT), and Big Data technologies: improving customer satisfaction, engagement, relationship, and experience," 2023.
[68] A. Rasool, F. A. Shah, and M. Tanveer, "Relational dynamics between customer engagement, brand experience, and customer loyalty: An empirical investigation," J. Internet Commer., vol. 20, no. 3, pp. 273–292, 2021.
[69] C. C. Rega Brodsky et al., "Urban biodiversity: state of the science and future directions," Urban Ecosyst., vol. 25, no. 4, pp. 1083–1096, 2022.
[70] I. Resdiansyah, "Sustainability assessment of urban transport system in Greater Jakarta," 2021.
[71] A. M. Sampurna and Y. Adiyanto, "Dan Harga terhadap keputusan pembelian jasa di PT. Paham Potensi Niaga atau jasa mereka," vol. 4, no. 2, pp. 325–339, 2024.
[72] E. B. Setiawan et al., "How to build customer loyalty: Through customer experience, perceived price, and customer satisfaction," Turk. J. Comput. Math. Educ., vol. 12, no. 4, pp. 1546–1554, 2021.
[73] B. Shang, H. Li, and H. Pan, "The effect of key indicators on the operation costs for public toll roads," J. Adv. Transp., 2022, p. 7568836.
[74] S. Shelat, O. Cats, and J. W. C. Van Lint, "Quantifying travellers’ evaluation of waiting time uncertainty in public transport networks," Travel Behav. Soc., vol. 25, pp. 209–222, 2021.
[75] M. F. Subkhan, I. G. N. A. Maruta, and I. G. N. A. Mahendra, "Quality of service on road user satisfaction: Study on Surabaya Malang toll road customers," Int. J. Soc. Manage. Stud., vol. 4, no. 2, pp. 186–195, 2023.
[76] M. Suhaemi, N. Z. Auliya, D. I. Darmawan, and Y. Adiyanto, "The Influence Of Digital Marketing, Customer Trust And Brand Image On Customer Satisfaction At Mcdonald’s Fast Food Restaurant In Cilegon City," J. Manage. Informatics, vol. 2, no. 3, pp. 26–43, 2023.
[77] D. Sunaryo, "Pengaruh struktur modal dan profitabilitas terhadap nilai perusahaan pada sektor makanan dan minuman yang terdaftar di Bursa Efek Indonesia (BEI) periode 2013–2018," J. Ekon. Vokasi, vol. 3, no. 1, pp. 18–35, 2020.
[78] D. Sunaryo, Y. Adiyanto, I. Syarifah, S. Dita, and D. S. Bella, "Risk financing transfers and risk retention: A semantic literature analysis for financial stability," 2024.
[79] D. Sunaryo, Y. Adiyanto, E. Violita, F. Nabila, and K. E. Killah, "Risk Management and Its Influence on Corporate Performance: A Systematic Literature Review Approach," 2025.
[80] D. Sunaryo, Nafiuddin, R. E. Gentari, and Y. Adiyanto, "Using current ratio indicator and total asset turnover approach in solving return on assets problems with debt to equity ratio moderated," Quality – Access Success, vol. 23, no. 189, pp. 199–209, 2022. https://doi.org/10.47750/QAS/23.189.23
[81] H. Tarigan, A. R. Matondang, S. Lubis, and S. Sirojuzilam, "The effect of road transportation infrastructure on freight transport mobility and regional economy in Indonesia," J. Asian Finance, Econ. Bus., vol. 8, no. 3, pp. 645–654, 2021.
[82] S. Teng and K. W. Khong, "Examining actual consumer usage of E wallet: A case study of big data analytics," Comput. Hum. Behav., vol. 121, p. 106778, 2021.
[83] M. M. Uddin, "Impact of cashless transaction on customer experience and efficiency: a case study of restaurant at Helsinki Airport," 2024.
[84] R. Wahyuni, B. Febriyanti, G. Laila, D. Sunaryo, and Y. Adiyanto, "Sustainability based financial risk management strategies for long term resilience: A systematic review," Indo Fintech Intell., vol. 4, no. 5, pp. 2625–2639, 2024. https://doi.org/10.54373/ifijeb.v4i5.2154
[85] D. D. Wulandary, A. K. Rivai, and R. Rahmi, "Investigating customer satisfaction of the Bakauheni Palembang toll road," Jambura Sci. Manag., vol. 4, no. 1, pp. 29–45, 2022.
[86] D. Yamaguti Mondego, "The use of artificial intelligence to enhance user satisfaction in cloud based payment systems in Australia," CQUniversity, 2024.
[87] S. N. Yeong, D. Knox, and G. Prabhakar, "Customer satisfaction and loyalty in Malaysian resort hotels: the role of empathy, reliability and tangible dimensions of service quality," Int. J. Serv. Oper. Manage., vol. 41, no. 4, pp. 444–462, 2022.
