The impact of e-ticketing technique on customer satisfaction: an empirical analysis

Qteishat, Mazen Kamal; Alshibly, Haitham Hmoud; Al-Ma’aitah, Mohammad

doi:10.4301/s1807-17752014000300001

Cited by 20 publications

(13 citation statements)

References 29 publications

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“…They offered four-dimensional tools, which included efficiency, fulfilment, system availability and privacy of the online service. Here, the dimension 'efficiency' had been replaced by 'reliability' and another dimension, 'system availability', had been replaced by 'user friendliness' to have the contextual fitness (Du et al 2013;Qteishat et al 2014;Siddiki 2011). In order to conduct the whole research, a total number of 17 questions were developed under four dimensions of the E-S-QUAL model: reliability, user-friendliness, fulfilment, and privacy.…”

Section: Questionnaire Measurement Scalementioning

confidence: 99%

Customer Satisfaction of Bangladesh Railway E-Ticketing System:

Ferdous

Islam

Rahman

et al. 2021

BJPA

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E-ticketing service is one of the most popular innovations in the rail transportation service. Considering the significance of the service, the study aims to explore customer satisfaction of the e-ticketing system of the Bangladesh Railway. It also investigates the gender perspective in regards to the service quality dimensions. A cross-sectional study was conducted among 361 respondents, followed by a quantitative approach. A structured questionnaire was used to survey the passengers from different railway stations in Dhaka City. The findings showed that the service quality indicators such as well customized website (ß= .130, p value< 0.05), ease of using the website (ß = .339, p value<0.05), ticket purchasing and website crash (ß = .162, p value< 0.05), web browsing security (ß = .150, p value< 0.05), NID & credit card payment security (ß = .186, p value< 0.05) have significant impact on customer satisfaction. Both Multivariate analysis of variances and discriminant analysis revealed that male and female customers have a significant variation in perception regarding user-friendliness and fulfilment dimension. Concentrating on the findings, the study has also suggested some implications to the government and the concerned organizations, such as enforcing gender-sensitive policy (reserved compartments for women in railway service) to increase female satisfaction of the e-ticketing service of Bangladesh Railway.

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Section: Questionnaire Measurement Scalementioning

confidence: 99%

Customer Satisfaction of Bangladesh Railway E-Ticketing System:

Ferdous

Islam

Rahman

et al. 2021

BJPA

View full text Add to dashboard Cite

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“…In more detail, some more previous studies are as follows: a study regarding an impact of e-ticketing policy on customer satisfaction in Jordan found that customer satisfaction in 12 months implementation of e-ticket services was influenced by all variables, including technical and customer support, userfriendliness, data security, and e-ticketing services, have an important impact on customer satisfaction [31]. Another study about the impact of the e-ticket implementation policy on one bus transportation in Bandung, Indonesia indicated that there is a positive impact on the application of an e-ticket system in using public transport in their daily activities and reducing traffic congestion because of comfort and convenience in ticket services [32].…”

Section: E-ticket Services Of the Bus Public Transportmentioning

confidence: 99%

The Need of E-ticket to Support the Public Bus Service Improvement Policy in a Developing Country

Sutandi¹

2021

TOTJ

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Background: Public buses are a major transportation mode in large cities in the developing country Indonesia. Nevertheless, most societies still use passenger cars. Therefore, the road authority has developed an important policy to improve public bus services soon. One of the public bus services is to change the bus operational system, including the manual ticketing system to an electronic ticket (e-ticket) system. In order to make the policy succeed, the road authority should ask for passengers’ opinions. Objective: The purposes of this study are to ensure that the bus e-ticket is needed to support the policy and then to determine important priority factors of bus e-ticket implementation. Methods: The data were collected using a direct survey with a questionnaire in large cities, Surabaya and Denpasar in Indonesia. A total of 565 bus passengers participated in this survey. An analysis was conducted through cross tabulation between the respondents’ demographic data and their perceived level of need and priority of implementation with regard to various factors of the e-ticket system. The Simple Additive Weighting method was used to determine the important priority factors. Results: Results indicated that a bus e-ticket needed for the cross tabulation average value is more than 3.60 out of 5.00 for all factors. Furthermore, the three highest values of factors based on the Simple Additive Weighting method are ease of access, availability of the bus routes information, and affordability of the e-ticket price. Conclusion: Since respondents indicate that the e-ticket is needed and is a priority, then the policy is beneficial not only to improve bus services in Indonesia but also in other developing countries with similar traffic and geometric conditions.

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“…The increasing use of the internet today has caused many changes in various fields. Many efforts are made by the company to survive, including by providing the best service to its customers [2]. The rapid development of existing technology, be it software, hardware, and computational methods, one of which is Decisions Support System can help someone in the decision-making process [3][4] [5].…”

Section: Introductionmentioning

confidence: 99%

Implementation of Simple Additive Weighting to Determine Priority for Handling Customer Complaints

Jumaryadi

Nugroho

2021

IJISTECH

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The number of population is increasing, and the competition is getting tougher. It requires companies to remain able to survive and be able to compete with other companies, especially with companies that have the same line of business. The increasing use of the internet today has caused many changes in various fields. Many efforts are made by the company to survive, including by providing the best service to its customers. The use of existing technology for developing information systems for handling customer complaints is expected to help companies improve the quality of their products or services. In company management, it is important to provide good quality service in order to increase customer satisfaction. By determining the priority for handling customer complaints, it is expected to improve the Key Performance Indicator (KPI) of engineers. The decision-making process using the simple additive weighting method is carried out by weighting each criterion. This research is expected to determine the priority of handling customer complaints so that it can help engineers in determining the priorities for handling existing complaints.

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The impact of e-ticketing technique on customer satisfaction: an empirical analysis

Cited by 20 publications

References 29 publications

Customer Satisfaction of Bangladesh Railway E-Ticketing System:

Customer Satisfaction of Bangladesh Railway E-Ticketing System:

The Need of E-ticket to Support the Public Bus Service Improvement Policy in a Developing Country

Implementation of Simple Additive Weighting to Determine Priority for Handling Customer Complaints

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