The Influence of System Quality, Risk Perception and Satisfaction on the Net Benefits of Booking Train Tickets via D-Ticket Application
DOI:
https://doi.org/10.55164/ecbajournal.v17i3.276615Keywords:
Net Benefits, D-Ticket Application, System Quality, Risk Perception, SatisfactionAbstract
D-Ticket is an online train ticket booking application developed by the State Railway of Thailand to increase convenience and efficiency in ticket booking. Users can book and pay via the application anytime, anywhere. The objective of this research is to analyze how the quality of the system, perceived risks, and user satisfaction impact the net benefits of train ticket bookings through the D-Ticket application. The researcher employed a quantitative research methodology using an empirical approach, with data collected from 400 users of the D-Ticket application through questionnaires. Statistical techniques applied for data analysis include frequency, percentages, means, standard deviations, and multiple regression analysis. The research findings indicated that the quality of the system, risk perception, and satisfaction that affect the net benefits of railway ticket reservations via the D-Ticket application included four factors, ranked from highest to lowest: system quality in terms of response times, system quality in terms of usability, satisfaction, and risk perception. The system quality in terms of response times, system quality in terms of usability, and satisfaction had a positive impact on the net benefits of railway ticket reservations through the D-Ticket application, while risk perception had a negative effect. The recommendations from the research results are to improve the system to work faster, add useful functions that meet the needs of users, develop service quality, and add measures to prevent risks that may occur to users.
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