ABSTRACT

Jakarta citizen amounted to 10.1779 million people, the population density amounted
to 15.367 inhabitants/km2. With the number of vehicles reached 17,523,967 vehicles
(pemprovdki, 2016). And, the number of vehicles operating in Jakarta toll amounted to
18,057,431 vehicles (Jasa Marga, 2016). For this reason it need the technology Smart Card,
Smart Card can be applied as a means of electronic payment or e-wallet, mobile phone
cards, student cards, hotel reservations, flight bookings and the vehicle, identification card,
driver's license, library card, and the card hospital that contains a record medical.
Usefulness Smart Card as an electronic payment instrument is that it tries discussed as one
example of the ease of application Smart Card which can be implemented in everyday life. An
example is the E-Toll Card.

Through this research will be measured against customer satisfaction ratings

primarily on the emotional factors and the ease, then look at the relationship with the mobile
user E-Toll Card in the Jakarta.

Data were collected by a survey conducted by distributing questionnaires to E-Toll

Card users. Because the user population E-toll card can not be predicted, because of the
large number of consumers who have a number and use the E-toll card. The way to know
who have used and have e-toll card or not is by using the screening question.

The scope of this study is the E-Toll Card in Jakarta. Specialize in payment
transactions that use e-toll card only, if it use tools other than e-toll transaction card is not
inserted.

The results of this study can be concluded in the community Customer satisfaction
Jakarta resident E-Toll Card users in the eyes of respondents who use the E-Toll Card in
Emotional Factor and Factor Ease been very satisfied.