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

AUTOR(ES)

Qteishat, Mazen Kamal, Alshibly, Haitham Hmoud, Al-ma'aitah, Mohammad Atwah

FONTE

JISTEM J.Inf.Syst. Technol. Manag.

DATA DE PUBLICAÇÃO

2014-09

RESUMO

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.

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