Authors : Suhaiza Zailani , Lee Chee Kheng and Yudi Fernando
Abstract: The importance of service quality in improving customer satisfaction and loyalty in traditional business settings has been established through the use of such instruments as Servqual. However, these established service quality dimensions, or similar measures, have not been applied to electronic commerce settings. This study investigates consumer perceptions toward online ticketing service quality. Specially, issues relating to the privacy, security, trust, convenience and experience within the consumer perception. The respondent in this study was an individual who had purchased air ticket through the Internet among Malaysian university staffs. A total of 100 questionnaires were distributed and 95 questionnaires were collected from the respondents. However, out of the 95 questionnaires that were received, 75 respondents had been purchased air ticket through the Internet. The results showed that privacy, security, convenience and experience were significantly influenced consumer perceptions on online ticketing, while trust factor was not significantly influenced consumer perceptions on online ticketing.
Suhaiza Zailani , Lee Chee Kheng and Yudi Fernando , 2008. Service Quality Analysis on the Consumer Perceptions Toward Online Ticketing: Evidence in Malaysia. International Business Management, 2: 11-21.