Analysing Customer Perception and Adoption of Fast Tag for Toll Payments: Key Influencing Factors and Insights

Abstract

This study explores customer awareness, perception, and key factors influencing the adoption of Fast Tag for toll payments along the Salem to Madurai highway. A structured survey and interviews were conducted with 250 respondents, including private vehicle owners and commercial transport operators. The findings indicate that convenience, reduced waiting time, and transaction security are the primary motivators for Fast Tag adoption, while regulatory mandates have a lesser influence. The study also highlights strong awareness levels and user satisfaction with Fast tag’s efficiency, though challenges remain regarding ease of registration and trust in the system. The research offers valuable insights for policymakers and service providers to enhance adoption rates and improve the overall Fast Tag experience. Future studies can explore additional variables influencing adoption, including behavioural and technological factors, across a broader geographic region.