THE EFFECTS OF USING ELECTRONIC TICKETING SYSTEMS VIA MOBILE APPLICATIONS ON PASSENGERS’ SERVICE SATISFACTION
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Abstract
This study aimed to (1) examine the level of passengers’ opinions toward the use of electronic ticketing (E-Ticketing) systems and mobile applications, and (2) investigate the level of passengers’ satisfaction with the use of electronic ticketing systems and mobile applications. This research employed a quantitative research approach, using a questionnaire as the data collection instrument. Data was collected from a sample of 400 passengers who had experience using electronic ticketing systems and mobile applications. The collected data were analyzed using descriptive statistics, including mean and standard deviation.
The research findings revealed that:
- Regarding the first objective, passengers’ opinions toward the use of electronic ticketing systems were at a high level (mean = 4.27, standard deviation = 0.62), and their opinions toward the use of mobile applications were also at a high level (mean = 4.24, standard deviation = 0.63).
- Regarding the second objective, passengers’ overall satisfaction with the use of electronic ticketing systems and mobile applications was at a high level (mean = 4.37, standard deviation = 0.55).
The findings indicate that the adoption of digital technologies in the form of electronic ticketing systems and mobile applications for travel services plays a significant role in enhancing convenience, speed, and service efficiency, which directly contributes to increased passenger satisfaction. The results of this study can serve as a guideline for the development of travel service systems that align with user behavior in the digital era and support sustainable service improvement.
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References
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