Effect of Online Bus Booking on Customer Satisfaction: A Study of ABC Transport, Utako Terminals, Abuja, Nigeria.
Main Article Content
Abstract
In the Nigerian business environment, one of the most unresolved problems in transportation industries is the poor inclusion of online bus booking in the scheme of things. These failures revolve round the fit between managers and staff of the organization to work in agreement to welcome the new arrival. This study focused on the effect of online bus booking (e-ticketing) on customer satisfaction, with emphasis on ABC transport, Utako terminals, Abuja, Nigeria. The specific objective was: to ascertain the effect of e-mail ticketing system on customer satisfaction of ABC transport, Abuja terminals, investigate the effect of web-based ticketing system on customer satisfaction of ABC transport, Utako terminals, and to find out the relationship between e-bus booking or e-ticketing and customers satisfaction of ABC transport, Utako terminals, Abuja. The study adopted the survey research design. Stratified random sampling was applied and the population of the study was 475 while sample sized of 217 was determined using taro yamani formula. Data was analyzed by regression method and findings revealed that online bus booking (e-ticketing) has effect on customer satisfaction of ABC transport, Utako terminals, Abuja, Nigeria. The study concluded that with the arrival of online bus booking system, service quality which is a significant factor which determines passengers' satisfaction will have a positive change. Hence, if passengers are satisfied with the service offered their level of patronage and loyalty to the brand will significantly increase. The study recommended that Transport companies in Nigeria should encourage the use of digital ticketing systems among passengers through incentives such as discounts so as to improve passenger usage.
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References
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Chan, F. T., & Chong, A. Y. L. (2013). Analysis of the determinants of consumers’ e‐commerce usage activities. Online Information Review.
Chen, H. (2012). The Influence of Perceived Value and Trust on Online Buying Intention. Journal of Computer Review. 7(7),pp1655-1662.
Cosmas, N. I., Etus, C., Ajere, I. U., & Godswill, A. U. (2015). Online bus ticket reservation system. International Journal of Computer Science and Statistics, 1(2), pp1-18.
Enzmann, M., & Schneider, M. (2015). Improving customer retention in e-commerce through a secure and privacy-enhanced loyalty system. Information systems frontiers, 7(4), pp359- 370.
Eze, U. F., Okeudo, G. N. and Amadi, E. C. (2015). Contemporary approach to enhanced road transport system in nigeria through the application of it-based (online) bus ticketing and payment system.International journal of sustainable development & world policy, 1(1), pp1-28.
Gideon, L. (2012). Handbook of survey methodology for the social sciences. New York: Springer.
Ibrahim, A. K., & Ta'a, A. B. (2015). Mobile–based bus ticketing system in Iraq. European journal of computer science and information technology, 3(5),pp 42-55.
Meeker, M. (2015). Internet trends - kleiner perkins caufield byers. retrieved march, 2021, from http://www.kpcb.com/internet-trends
Murambi, D. N., & Bwisa, H. M. (2014). Service quality and customer satisfaction in public transport sector of Kenya: A Survey of shuttle travelers in kitale terminus. International journal of academic research in business and social sciences, 4(9), pp402=418.
Noor, N. A. M., Muhammad, A., Kassim, A., Jamil, C. Z. M., Mat, N., Mat, N., & Salleh, H. S. (2012). Creating green consumers: how environmental knowledge and environmental attitude lead to green purchase behaviour? International journal of arts & sciences, 5(1), pp55-68.
Putri, Y. H. & Karim, S. (2019). The effect of gamification on user satisfaction on online travel agent. Advances in economics, business and management research, 14(2), pp361- 367.
Orji, M.G, Akhimien, E, Daramola, E.A(2023) The Influence of Social Factors on Consumer Buying Behaviour of Female Sanitary Ware in Gwarinpa District of Abuja, Nigeria’ Britain International of Humanities and Social Sciences (BIoHS) JournaL ISSN: 2685- 3868(Online), 2685-1989(Print) Vol. 5, No. 2, June 2023, Page: 113-125. DOI: https://doi.org/10.33258/biohs.v5i2.900
Orji. M. G (2022) The Influence of Marketing Research on the Profitability of Nigerian Deposit Money Banks in Abuja, Nigeria’ Economit Journal: Scientific Journal of Accountancy, Management and Finance ISSN: 2775-5827 (Online), 2775-5819 (Print) Vol. 2, No. 1, February 2022, Page: 19-30; https://doi.org/10.33258/economit.v2i1.608
Orji, M.G, Ezinmuo, M.E (2019) ‘Effect of Financial Incentives on Employee Work Habit and Performance in Nigerian Public Enterprises’ International Journal of Research in Finance and Management; Vol. 2(2): 13-22. http://www.allfinancejournal.com/article/view/30/1-2-27; P-ISSN: 2617-5754 E- ISSN: 2617-5762; DOI: https://doi.org/10.33545/26175754
Qteishat, M. K., Alshibly, H. H., & Al-ma'aitah, M. A. (2014). The impact of e-ticketing technique on customer satisfaction: An empirical analysis. journal of information systems and technology management,11(3), pp519-532.
Turner, M.& Wilson, R. (2018). Smart and integrated ticketing in the uk: Piecing together the jigsaw. Computer law & security review, 26(2),pp170–177.
Wojuade, C. A.& Badiora, A. I. (2017). Users’ satisfaction with public transport operations in ibadan, nigeria. The journal of social sciences research, 3(9), pp88-96.
Zongo, N. K.& Nasse, T. B. (2019). Online ticketing and customer satisfaction analysis: An exploratory research concerning customers in the context of burkina faso. International journal of management & entrepreneurship research, 1(4),pp151-165.
Davis, F. D. (2019). Perceived usefulness, perceived ease of use, and user acceptance of information technology. MIS quarterly, 13(3),pp319-340.
Deogadkar, A. (2021). A study on geterminants of customer satisfaction in e-bus booking platforms. Turkish journal of computer and mathematics education, 12(2), pp1895-1905.
Feng, P., Wang, J., Ding, X., Li, C., Guo, F., & Ding, X. (2022). How do extrinsic cues influence consumers’ online hotel booking decisions? An event-related potential experiment. frontiers in psychology, The mobile gender gap report 2019.
Islam, M. A., & Rahman, M. M. (2020). Factors affecting adoption of self-service e-ticketing technology: A study on heritage sites in bangladesh. Journal of heritage tourism, 15(8), pp831-846.
Javid, M. A., Ali, N., Campisi, T., Tesoriere, G., & Chaiyasarn, K. (2022). Influence of social constraints, mobility incentives, and restrictions on commuters’ behavioral intentions and moral obligation towards the metro-bus service in lahore. Sustainability, 14(5), pp26-54.
Khaitan, M. S., Sisodia, S., Jaiswal, S., & Kabra, A. (2021). Online bus reservation system. annals of the romanian society for cell biology, 25(7), pp60-65.
Kim, H. J., & Kim, Y. K. (2019). The effect of online customer reviews on customer's perceived risk associated with online leisure hotel booking. Journal of tourism and leisure research, 31(5), pp1-18.
Kim, W. G., & Lee, H. G. (2018). The effects of website quality on customer satisfaction, use intention, and purchase. International journal of hospitality management, 7(2),pp 63-72.
Kucukusta, D., Law, R., Besbes, A., & Legohérel, P. (2015). Re-examining perceived usefulness and ease of use in online booking: The case of hong kong online users. International Journal of contemporary hospitality management, 27(2):pp185-198
Berkeley, CA. Lwoga, E. T. Chigona, W. (2016). Characteristics and factors that differentiate internet users from non-users information seekers: the case of rural women in Tanzania. Information Development, 7(3) pp1-16.
Mashenene, R. G. and Kumburu, N. P. (2020). Performance of Small Businesses in Tanzania: Human Resources Based View. Global Business Review (GBR – SAGE Publications), 5(4)pp1-15..
Mohd Suki, N., & Suki, N. M. (2022). Study on customer perception towards online-ticking in Malaysia. Journal of tourism, hospitality and environment management, 7(25),pp1-12.
Pietrzak, K., & Pietrzak, O. (2020). Environmental effects of electromobility in a sustainable urban public transport. Sustainability, 12(3), pp10-52.
Rahman, M. M., & Islam, M. A. (2018). Customer satisfaction on online bus ticketing in bangladesh. International journal of business and management invention, 7(2),pp01-09.
Awakan, V. (2021). Developing a digital transport ticketing system in lagos state. Master's Degree Thesis, Department of mechanical engineering, slavonia university of applied science.
Aworemi, J. R., Abdul-Azeez, I. A., & Olaogun, O. B. (2019). A study of the performance of public transport company in Niger State, Nigeria. International journal of business and management, 4(11),pp 73-80.
Bahago,B.S and Nduji,R.C, ,Fadipe, B & Oriaku,C (2021). Impact of social networking on nigerian private universities in the face of covid-19 (A Case Study of Nile University, Abuja): Implication for Counseling. International journal of educational research and library science 5(8( pp 89-99.
Nduji, Orji, Oyenuga and Oriaku (2023). Assessing e-business and organizational performance in nigeria today: Evidence from Jumia ltd. Britain international of humanities and sciences journal 7(8) pp230-244
Bahago,S.B, Nduji,R, Enem U.E & Gotip,N.W (2022).The impact of information, communication and technology (ICT) on coca-cola industry performance in enugu, nigeria: What role does performance counseling play? International journal of creative research thought (IJCRT)7(5) pp 231-244.
Bernardo, M., Llach, J., Marimon, F., & Alonso-Almeida, M. M. (2013). The balance of the impact of quality and recovery on satisfaction: The case of e-travel. total quality management & business excellence, 24(11-12), pp1390-1404.
Bukhari, S. M. F., Ghoneim, A., Dennis, C., & Jamjoom, B. (2013). The antecedents of travelers’ e-satisfaction and intention to buy airline tickets online: A conceptual model. journal of enterprise information management, 26(6),pp 624-641.
Ceipidor, U. B., Medaglia, C. M., Volpi, V., Moroni, A., Sposato, S., Carboni, M., & Caridi, A. (2013). NFC technology applied to touristic-cultural field: A case study on an Italian museum. In 2013 5th international workshop on near field communication (NFC) (1-6). IEEE.
Chan, F. T., & Chong, A. Y. L. (2013). Analysis of the determinants of consumers’ e‐commerce usage activities. Online Information Review.
Chen, H. (2012). The Influence of Perceived Value and Trust on Online Buying Intention. Journal of Computer Review. 7(7),pp1655-1662.
Cosmas, N. I., Etus, C., Ajere, I. U., & Godswill, A. U. (2015). Online bus ticket reservation system. International Journal of Computer Science and Statistics, 1(2), pp1-18.
Enzmann, M., & Schneider, M. (2015). Improving customer retention in e-commerce through a secure and privacy-enhanced loyalty system. Information systems frontiers, 7(4), pp359- 370.
Eze, U. F., Okeudo, G. N. and Amadi, E. C. (2015). Contemporary approach to enhanced road transport system in nigeria through the application of it-based (online) bus ticketing and payment system.International journal of sustainable development & world policy, 1(1), pp1-28.
Gideon, L. (2012). Handbook of survey methodology for the social sciences. New York: Springer.
Ibrahim, A. K., & Ta'a, A. B. (2015). Mobile–based bus ticketing system in Iraq. European journal of computer science and information technology, 3(5),pp 42-55.
Meeker, M. (2015). Internet trends - kleiner perkins caufield byers. retrieved march, 2021, from http://www.kpcb.com/internet-trends
Murambi, D. N., & Bwisa, H. M. (2014). Service quality and customer satisfaction in public transport sector of Kenya: A Survey of shuttle travelers in kitale terminus. International journal of academic research in business and social sciences, 4(9), pp402=418.
Noor, N. A. M., Muhammad, A., Kassim, A., Jamil, C. Z. M., Mat, N., Mat, N., & Salleh, H. S. (2012). Creating green consumers: how environmental knowledge and environmental attitude lead to green purchase behaviour? International journal of arts & sciences, 5(1), pp55-68.
Putri, Y. H. & Karim, S. (2019). The effect of gamification on user satisfaction on online travel agent. Advances in economics, business and management research, 14(2), pp361- 367.
Orji, M.G, Akhimien, E, Daramola, E.A(2023) The Influence of Social Factors on Consumer Buying Behaviour of Female Sanitary Ware in Gwarinpa District of Abuja, Nigeria’ Britain International of Humanities and Social Sciences (BIoHS) JournaL ISSN: 2685- 3868(Online), 2685-1989(Print) Vol. 5, No. 2, June 2023, Page: 113-125. DOI: https://doi.org/10.33258/biohs.v5i2.900
Orji. M. G (2022) The Influence of Marketing Research on the Profitability of Nigerian Deposit Money Banks in Abuja, Nigeria’ Economit Journal: Scientific Journal of Accountancy, Management and Finance ISSN: 2775-5827 (Online), 2775-5819 (Print) Vol. 2, No. 1, February 2022, Page: 19-30; https://doi.org/10.33258/economit.v2i1.608
Orji, M.G, Ezinmuo, M.E (2019) ‘Effect of Financial Incentives on Employee Work Habit and Performance in Nigerian Public Enterprises’ International Journal of Research in Finance and Management; Vol. 2(2): 13-22. http://www.allfinancejournal.com/article/view/30/1-2-27; P-ISSN: 2617-5754 E- ISSN: 2617-5762; DOI: https://doi.org/10.33545/26175754
Qteishat, M. K., Alshibly, H. H., & Al-ma'aitah, M. A. (2014). The impact of e-ticketing technique on customer satisfaction: An empirical analysis. journal of information systems and technology management,11(3), pp519-532.
Turner, M.& Wilson, R. (2018). Smart and integrated ticketing in the uk: Piecing together the jigsaw. Computer law & security review, 26(2),pp170–177.
Wojuade, C. A.& Badiora, A. I. (2017). Users’ satisfaction with public transport operations in ibadan, nigeria. The journal of social sciences research, 3(9), pp88-96.
Zongo, N. K.& Nasse, T. B. (2019). Online ticketing and customer satisfaction analysis: An exploratory research concerning customers in the context of burkina faso. International journal of management & entrepreneurship research, 1(4),pp151-165.
Davis, F. D. (2019). Perceived usefulness, perceived ease of use, and user acceptance of information technology. MIS quarterly, 13(3),pp319-340.
Deogadkar, A. (2021). A study on geterminants of customer satisfaction in e-bus booking platforms. Turkish journal of computer and mathematics education, 12(2), pp1895-1905.
Feng, P., Wang, J., Ding, X., Li, C., Guo, F., & Ding, X. (2022). How do extrinsic cues influence consumers’ online hotel booking decisions? An event-related potential experiment. frontiers in psychology, The mobile gender gap report 2019.
Islam, M. A., & Rahman, M. M. (2020). Factors affecting adoption of self-service e-ticketing technology: A study on heritage sites in bangladesh. Journal of heritage tourism, 15(8), pp831-846.
Javid, M. A., Ali, N., Campisi, T., Tesoriere, G., & Chaiyasarn, K. (2022). Influence of social constraints, mobility incentives, and restrictions on commuters’ behavioral intentions and moral obligation towards the metro-bus service in lahore. Sustainability, 14(5), pp26-54.
Khaitan, M. S., Sisodia, S., Jaiswal, S., & Kabra, A. (2021). Online bus reservation system. annals of the romanian society for cell biology, 25(7), pp60-65.
Kim, H. J., & Kim, Y. K. (2019). The effect of online customer reviews on customer's perceived risk associated with online leisure hotel booking. Journal of tourism and leisure research, 31(5), pp1-18.
Kim, W. G., & Lee, H. G. (2018). The effects of website quality on customer satisfaction, use intention, and purchase. International journal of hospitality management, 7(2),pp 63-72.
Kucukusta, D., Law, R., Besbes, A., & Legohérel, P. (2015). Re-examining perceived usefulness and ease of use in online booking: The case of hong kong online users. International Journal of contemporary hospitality management, 27(2):pp185-198
Berkeley, CA. Lwoga, E. T. Chigona, W. (2016). Characteristics and factors that differentiate internet users from non-users information seekers: the case of rural women in Tanzania. Information Development, 7(3) pp1-16.
Mashenene, R. G. and Kumburu, N. P. (2020). Performance of Small Businesses in Tanzania: Human Resources Based View. Global Business Review (GBR – SAGE Publications), 5(4)pp1-15..
Mohd Suki, N., & Suki, N. M. (2022). Study on customer perception towards online-ticking in Malaysia. Journal of tourism, hospitality and environment management, 7(25),pp1-12.
Pietrzak, K., & Pietrzak, O. (2020). Environmental effects of electromobility in a sustainable urban public transport. Sustainability, 12(3), pp10-52.
Rahman, M. M., & Islam, M. A. (2018). Customer satisfaction on online bus ticketing in bangladesh. International journal of business and management invention, 7(2),pp01-09.