A Study on Consumers' Intention to Use E-Ticketing System for Train Service in Malaysia: The Technology Acceptance Model (TAM)

Abstract

The main aim of the study is to investigate consumers' intention to use the e-ticketing system for train services in Malaysia in the application of Technology Acceptance Model (TAM). TAM was chosen as the basis of the framework for this study to explain passenger acceptance through their intention to use e-ticketing and justify their intentions in terms of convenience, security, perceived usefulness, perceived ease of use, and perceived risk. A survey was carried out to 250 train passengers at selected train stations in Malaysia. The findings of this study were useful for train transportation as a reference in identifying consumers' perception and attitude to further improve the e-ticketing system. This paper would also contribute to other transportation companies, system developers, and the public on future trends as well as the development of e-ticketing.