An Empirical Investigation on Customer Satisfaction towards Online Ticketing in Malaysia

Abstract

Rapid growth of e commerce change the traditional way of business and also customer's satisfaction towards online service. This online service providers offer customers convenient purchase by saving time in their busy schedule. The objective of this paper is to investigate whether service quality, price, technological factors and ease of use have an effect on on customer satisfaction towards online ticketing in Malaysia. The sample used in this study was only 50 respondents from different descriptive qualification.  The results showed that only ease of use is insignificant factor in determining customer satisfaction where as other three factors, technological factors, service quality and price has significant relationship with customer satisfaction towards online ticketing. However, further research can be done with different variables to investigate customer satisfaction with additional sample size.