Inovasi Pelayanan Publik Sistem Pembayaran Non Tunai KRL Commuterline Jakarta

Abstract

This study aims to analyze public service innovation in the non-cash payment system of KRL Commuter in Jakarta. In the era of digitalization, the role of digital-based public service innovation plays an important role in increasing the efficiency of the community. The non-cash payment system is one form of important innovation in increasing the efficiency and comfort of public transportation users. Public transportation plays an important role in increasing community mobility, with the existence of a non-cash payment system for public transportation such as the one in the Jakarta KRL Commuter. This study uses a qualitative approach with Rogers' innovation diffusion theory and Harrington Emerson's 5 elements of management theory as the main analytical framework. The main focus of the study includes innovation attributes such as relative advantage, suitability, complexity, trialability, and ease of observation. Meanwhile, from the use of Emerson's theory, namely Humans, Materials, Procedures, Finances, and Machines, the supporting and inhibiting factors will be studied. the results of the study show that the innovation of the non-cash payment system provides benefits that can help community productivity such as time efficiency and ease of access, but there are still several obstacles such as technological infrastructure that still has constraints on machines and constraints on integration between modes. This study contributes to the development of technology-based public services and third parties as providers of payment instruments and the government in formulating transportation service innovation policies.