Impact of E-Service and Secure E-Payment System Design on User Engagement in Digital Transportation Platforms

The proliferation of internet-based mobility services necessitates robust digital platforms to enhance user engagement and system efficiency in transportation. This study investigates the architectural and functional implications of e-service and secure e-payment system design on user engagement metrics within the Indonesian digital transportation sector, with a focus on perceived system reliability and user satisfaction as key performance indicators. Employing a mixed-methods approach, combining quantitative analysis of platform usage data from 100 purposively sampled users in Jabodetabek with qualitative insights on system design preferences, data were analyzed using SmartPLS. The findings indicate that both the perceived quality of e-service delivery mechanisms and the security and efficiency of e-payment architectures significantly influence user engagement and satisfaction. Specifically, optimized e-payment workflows notably enhance perceived system reliability, which in turn mediates the relationship between e-payment system design and user engagement. While digital promotion strategies contribute to initial adoption, their direct moderating effect on sustained engagement was found to be less significant. These results underscore the critical importance for digital transportation providers to prioritize the engineering of resilient e-service frameworks and secure, efficient e-payment systems to foster sustained user engagement and operational excellence in competitive urban mobility ecosystems.