Beyond Convenience: A Socio-Technical Assessment of E-Ticketing in Nigeria

Darlington Nwanebu, Fredrick Duniya Basaky

Abstract


Electronic ticketing has become an important component of modern transportation services, allowing passengers to search, purchase, and receive ticket confirmations without relying on traditional booking channels. However, the availability of a digital booking platform does not necessarily guarantee a satisfactory service experience. This study examines e-ticketing as a socio-technical service in which technological, informational, and human factors interact to influence customer satisfaction. A descriptive quantitative survey was conducted among adults who had used electronic ticketing services for air or road transportation in Nigeria. Of the 180 questionnaires distributed, 150 usable responses were obtained, representing an 83.3% response rate. The 16-item instrument, measured on a four-point Likert scale, achieved a Cronbach’s alpha reliability coefficient of 0.75. Data were analysed using frequencies, percentages, and Pearson chi-square tests with IBM Statistical Package for the Social Sciences (SPSS) version 27. Findings revealed strong positive perceptions of convenience, overall satisfaction, security and privacy, navigation usability, information reliability, and system reliability. However, perceptions were less consistent regarding transaction speed, customer support, and overall service quality. The three chi-square tests showed statistically significant associations, although assumption limitations in two tests require cautious interpretation. The findings show that successful e-ticketing experiences depend not only on convenience but also on the combined performance of the digital platform and supporting service environment. Reliable systems, accurate information, and responsive support remain essential for sustaining customer satisfaction. 


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References


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