The Influence of Perceived Convenience, Service Features and Trust on E-Toll Using Behavior

Fauzan, Muhammad
Harahap, M. Ikhsan
B. Syarbaini, Ahmad Muhaisin

Electronic Journal of Education, Social Economics and Technology
Vol 6, No 1 (2025)

This study aims to analyze the influence of perceived ease of use, service features, and trust on the behavior of using e-toll. E-toll is an innovation in digital payments designed to facilitate transactions on toll roads. Factors such as ease of use, completeness of features, and level of trust in the e-toll system are believed to influence the adoption of this technology by users. This research uses a quantitative approach with a survey method involving 100 randomly selected e-toll users on the North Sumatra toll route. Data were collected through a questionnaire measured using a Likert scale and analyzed using multiple linear regression to examine the relationships between variables. The results indicate that perceived ease of use, service features, and trust, both individually and simultaneously, have a significant influence on the behavior of using e-toll. This study concludes that enhancing the ease of use, completeness of features, and trust in the e-toll system can increase the usage of this service. Therefore, e-toll service providers need to continuously improve these three factors to encourage wider adoption.