E-Ticketing Consumer Behavior Model (From the Perspective of Technology Acceptance Factor, E-Service Quality and Specific Hold-Up Cost)

DOI

10.2991/aebmr.k.200205.024How to use a DOI?

Keywords

customer satisfaction, technology acceptance model, e-service quality, specific hold-up cost

Abstract

Nowadays the development of information and communication technology is very rapid and has an impact on the lives of modern society. Changes in services sector from the manual (face to face transaction) between buyers and sellers have shifted to digital forms. In the current era of advanced technology, ticket purchasing can be done through the use of applications by using smart phone or other media connected to the internet. It is known today as the e-ticketing application. The business potential in this service sector is increasingly mushrooming and each service is trying to lure consumers by providing the best quality for consumers so that customer satisfaction is achieved. Consumer satisfaction is an important part of measuring the success of an e-ticketing service business. The aim of this research is to see how the effect of determinant factors consisting of technology acceptance factors, e-service quality and specific hold-up cost from e-ticketing services to customer satisfaction. This research is a descriptive quantitative study using purposive sampling technique so that the data used as samples of this study were 233 respondents through questionnaires. The population of this research is all users of e-ticketing application.in the city of Padang. Data was analyzed using SmartPLS3 software by testing the Outer Model and Inner Model. The results indicate that the technology acceptance factor, service quality, specific hold-up cost variables have a positive and significant effect on customer satisfaction.

Copyright

© 2020, the Authors. Published by Atlantis Press.

Open Access

This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).

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TY  - CONF
AU  - Megawati Megawati
AU  - Arief Maulana
AU  - Mia Angelina Setiawan
PY  - 2020
DA  - 2020/02/12
TI  - E-Ticketing Consumer Behavior Model (From the Perspective of Technology Acceptance Factor, E-Service Quality and Specific Hold-Up Cost)
BT  - Proceedings of the 4th International Conference on Management, Economics and Business (ICMEB 2019)
PB  - Atlantis Press
SP  - 127
EP  - 134
SN  - 2352-5428
UR  - https://doi.org/10.2991/aebmr.k.200205.024
DO  - 10.2991/aebmr.k.200205.024
ID  - Megawati2020
ER  -