Users and Non-Users Perspective for Cashless Transactions in Rapid Rail Services

Abstract

This study investigates the determinants of adoption and continued use of cashless fare payment systems in Malaysia’s Rapid Rail services. Drawing on survey data from 420 respondents (210 users and 210 non-users), the research employs factor analysis and correlation techniques to identify key influences. Six critical dimensions emerged: convenience and comfort, frequency of service use, customer-added value, enforcement and security, promotion and advertisement, and customer experience. Results show that promotion and advertisement exert the strongest effect across both groups, while convenience and service frequency are particularly salient for existing users. Conversely, enforcement mechanisms play a mixed role—encouraging adoption among non-users but eliciting resistance among current users, highlighting the need for voluntary, trust-based strategies. Notably, 84% of non-users expressed willingness to adopt cashless payment in the future, indicating significant growth potential. Findings contribute to fare innovation and technology adoption literature by contextualizing the Malaysian experience within emerging economies, and they provide actionable guidance for transport policymakers and operators to enhance digital payment inclusivity and sustainability.