<![CDATA[This study analyzes the service quality of Bus Trans Jatim Corridor V Surabaya–Bangkalan after the implementation of the cashless system and its implementation in supporting e-governance principles. This study uses a qualitative approach with a case study type. Data were obtained through in-depth interviews, non-participatory observation, and documentation. Data analysis used the Miles and Huberman interactive model, with validity testing through source and method triangulation. The results show that cashless implementation has contributed to transparency and accountability but still faces challenges in the dimensions of reliability and responsiveness of services. Digital divide also becomes an obstacle in realizing the principles of participation and inclusiveness. This study recommends improving digital infrastructure, increasing community literacy, and affirmative policies for vulnerable groups. The novelty of this study lies in the integration of the SERVQUAL approach and e-governance evaluation in the context of inter-island public transportation in Indonesia.]]>
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