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

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


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

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