THE IMPACT OF E-TICKETING TECHNIQUE ON CUSTOMER SATISFACTION: AN EMPIRICAL ANALYSIS

Recently, internet technology is considered to be the most used information and communication technology by organizations: it can ease the process of transactions and reinforce the relation between companies and customers. This investigation empirically examines the impact of e-ticketing technique on customer satisfaction; a convenience sample of Jordanian airline passengers that had booked flights in the last 12 months through companies offering e-ticketing services was acquired. The findings indicate that customer satisfaction with e-ticketing services was influenced by all of the independent variables measured (Data security, Customer and Technical Support, and User-Friendliness) were noted to have significant impact on customer satisfaction with e-ticketing services.

E-ticketing; Customer Technical Support; Infrastructure; Security; User-Friendliness

Authorship

Mazen Kamal Qteishat

Haitham Hmoud Alshibly

Mohammad Atwah Al-ma'aitah

Address for correspondence / Endereço para correspondência Mazen Kamal Qteishat, Assistant Professor, Department of Business, Albalqa Applied University, P.O. Box 1705, Amman 11118, Jordan,Tel: 962-79-705-1054 E-mail:mazenqteishat@hotmail.com Haitham Hmoud Alshibly, Associate Professor, Department of Business, Albalqa Applied University, P.O. Box, Amman 11118, Jordan,Tel: 962-79-705-1054 E-mail:mazenqteishat@hotmail.com
Mohammad Atwah Al-ma'aitah,Assistant Professor, Department of MIS, Albalqa Applied University, P.O. Box, Amman 11118, Jordan,Tel: 962-79-705-1054 E-mail:Z_maytah@yahoo.com

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Albalqa Applied University, Amman, JordanAlbalqa Applied UniversityJordanAmman, JordanAlbalqa Applied University, Amman, Jordan

Figures | Tables

Figures (1)
Tables (7)

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Model-1: e-ticketing technique on customer satisfaction

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Table I
: Demographic Characteristics

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Table II
: Reliability coefficients of scales (Cronbach’s Alpha)

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Table III
: E-Ticketing Technique and Customer Satisfaction

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Table IV
: Customer Tech Support and Customer Satisfaction

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Table V
: Infrastructure and Customer Satisfaction

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Table VI
: Data Security and Customer Satisfaction

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Table VII
: Customer Satisfaction and Data Security

Model-1: e-ticketing technique on customer satisfaction

Table I : Demographic Characteristics

Percent	Frequency	Characteristics
		Gender
53.1	94	Male
46.9	83	Female
		Age
4.5	8	LESS THAN 20
70.1	124	20-29
15.2	27	30-39
10.2	18	40 AND OVER
		Education
7.8	14	HIGH SCHOOL
4.5	8	DEPLOMA
81.8	145	BA
5.9	10	POST GRADUTE
		Computer Literacy
89.8	159	Yes
10.2	18	No
		Internet Accessibility (Home)
75.7	134	Yes
24.3	43	No

Table II : Reliability coefficients of scales (Cronbach’s Alpha)

Scales	Questionnaire instrument	Cronbach Alpha	N. of Items
Customer Technical Support	1. E-ticketing provides good personal sales assistance by e-mail or SMS.	0.791	5
	2. E-ticketing provides FAQ (frequently asked questions and answers) links to the relevant information.
	3. E-ticketing technical support terms and conditions of sales are easy to find through the web.
	4. E-ticketing provides an easy access to the company’s policy for shipping and handling of their products.
	5. E-ticketing provides full details of pricing and taxes for product and service.

Infrastructure	6. E-ticketing infrastructure allows information to be readily accessible to you.	0.837	6
	7. E-ticketing Infrastructure helps new users with an easy access to all applications.
	8. E-ticketing Infrastructure can be integrated with other e-things.
	9. E-ticketing Infrastructure flexibly adjusts to new job demands
	10. E-ticketing Infrastructure provides sufficient information.
	11. I’m satisfied with the accuracy that E-ticketing website provides.
Data security	12. E-ticketing Websites check online customers’ identity for security purposes	0.866	6
	13. E-ticketing websites ensure that information about electronic transactions is protected from being altered or destroyed.
	14. I felt secure in providing personal information for purchasing airline tickets online
	15. Airline companies have adequate website security features.
	16. Airline companies protect my privacy when purchasing tickets online.
	17. Airline companies websites provide high protection on my credit card information
User-Friendliness	18. I find it easy to get E-ticketing Websites to do what I want them to do	0.877	5
	19. It is easy for me to become skilful at using E-ticketing Websites.
	20. Using E-ticketing Websites enables me to accomplish my purchasing.
	21. I find E-ticketing Websites easy to use.
	22. Learning to operate E-ticketing Websites is easy for me.
Customer Satisfaction	23. Overall, as a customer, are you satisfied with this website?	0.901	6
	24. How effective is this websites in supporting your purchase from your perspective as a customer?
	25. How satisfied are you with the technical quality of these websites?
	26. How satisfied are you with the information provided through these websites?
	27. How satisfied are you with the quality of the service available through these websites?
	28. How satisfied are you with the way these websites adjust to your particular needs?

Table III : E-Ticketing Technique and Customer Satisfaction

E-Ticketing	B	Beta	t-value	Sig	R ²	Adjusted R²	F	Sig	hypothesis
Factors
E-Ticketing	.637	.712	13.409	.000	.763	.577	121.2	.000	Accepted
Factors

Table IV : Customer Tech Support and Customer Satisfaction

E-Ticketing Factors	B	Beta	t-value	Sig	R 2	Adjusted R2	F	Sig	hypothesis
Customer Tech Support	.431	.474	7.125	.000	.474	.220	50.76	.000	Accepted

Table V : Infrastructure and Customer Satisfaction

E-Ticketing Factors	B	Beta	t-value	Sig	R 2	Adjusted R2	F	Sig	hypothesis
Infrastructure	.486	.553	8.789	.000	.306	.302	77.2	.000	Accepted

Table VI : Data Security and Customer Satisfaction

E-Ticketing Factors	B	Beta	t-value	Sig	R 2	Adjusted R2	F	Sig	hypothesis
Data Security	.637	.712	13.409	.000	.507	.504	179.8	.000	Accepted

Table VII : Customer Satisfaction and Data Security

E-Ticketing Factors	B	Beta	t-value	Sig	R 2	Adjusted R2	F	Sig	hypothesis
User-Friendliness	.487	.665	11.792	.000	.443	.440	139.056	.000	Accepted

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THE IMPACT OF E-TICKETING TECHNIQUE ON CUSTOMER SATISFACTION: AN EMPIRICAL ANALYSIS

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[1] Address for correspondence / Endereço para correspondência Mazen Kamal Qteishat, Assistant Professor, Department of Business, Albalqa Applied University, P.O. Box 1705, Amman 11118, Jordan,Tel: 962-79-705-1054 E-mail:mazenqteishat@hotmail.com Haitham Hmoud Alshibly, Associate Professor, Department of Business, Albalqa Applied University, P.O. Box, Amman 11118, Jordan,Tel: 962-79-705-1054 E-mail:mazenqteishat@hotmail.com
Mohammad Atwah Al-ma'aitah,Assistant Professor, Department of MIS, Albalqa Applied University, P.O. Box, Amman 11118, Jordan,Tel: 962-79-705-1054 E-mail:Z_maytah@yahoo.com