Customer Perceptions of E-Ticketing

A STUDY ON CUSTOMER PERCEPTION OVER
E-TICKETING SERVICE WITH SPECIAL REFERENCE
TIRUR AREA
PROJECT REPORT
Submitted to university of Calicut in partial fulfillment of the
Requirement for the award of Bachelor of Commerce
Submitted by
ASIK REHMAN.PV
(Reg.No:KVAOBCM012)
Under the guidance of
SURYA.KT
Assistant professor(Ad-hoc)
(Dept. Of Commerce)
PG DEPARTMENT OF COMMERCE
MES KEVEEYAM College,Valanchery
Accredited NAAC with ‘A’ Grade
2014-2017

MES KVM COLLEGE VALANCHERY
CERTIFICATE
This is to certify that the project entitled “A STUDY ON CUSTOMER
PERCEPTIONOVER E-TICKETING SERVICE WITHSPECIAL
REFERENCETIRUR AREA” is genuine work done by ASIK
REHMAN.PV(Reg No:KVAOBCM012)And submitted in partial fulfillment of
requirement of the award of his degree of Bachelor Of Commerce Of University
Of Calicut
Prof.C.KHASSAN
HOD
PG Department of commerce

CERTIFICATE
This is to certify that the project entitled “A STUDY ON CUSTOMER
PERCEPTION OVER E-TICKETING SERVICE WITH SPECIAL
REFERENCE TIRUR AREA” is genuine work done by ASIK
REHMAN.PV(Reg No:KVAOBCM012) is a bonfires project work supervised by
me for the partial fulfillment of his B.com degree during the period 2014-2017
Date:
Place: valanchery
SURYA.KT
Supervisor and Guide
Assistant professor(Ad-hoc)
MES KEVEEYEM COLLEGE, Valanchery

.
DECLARATION
I ASIK REHMAN PV hereby declare that the project report titled “A
STUDY ON CUSTOMER PERCEPTION OVER E-TICKETING SERVICE
WITH SPECIALREFERENCETIRUR AREA” has been prepared by me
Under the supervision and guidance of prof. SURYA.K.T Assistant Professor
(Ad-hoc), PG Department of Commerce of MES KVM College, Valanchery.
I also declare that this is a bonfires record of project work done by me
during the courseof my study and that the project has nor f previously formed for
the basis fully or Wards any degree or other Similar title of recognition
ASIK REHMAN.PV
VI semester B.com
MES KVM VALANCHERY

ACKNOWLEDGEMENT
It is pleasant duty to express my esteem gratitude with all respect to my
supervising guide Surya.KT, Assistant Professor. Department of commerce of
MES KEVEEYAM College, Valanchery, for his expert assistance in offering
valuable suggestions and encouragement for the preparation of this project work.
I also take this opportunity to thank the teachers of PG department of
commerce MES KEVEEYAM College, Valanchery for their guidance. I should
thank to my friends and all others who helped me in the completion of my project
work.
Asik Rehman.PV
VI Semester B.com
MES KEVEEYAM College, Valanchery

TABLE OF CONTENT
CHAPTER
NO.
CONTENT PAGE
NO.
1
INTRODUCTION TO THE STUDY
ABSTRACT
1.1 INTRODUCTION TO THE
STUDY
1.2 STATEMENT OF THE
PROBLEM
1.3 IMPORTANCE OF THE STUDY
1.4 SIGNIFICANCE OF THE STUDY
1.5 SCOPE AND OBJECTIVES OF
THE STUDY
1.6 METHODOLOGY
1.7 LIMITATION
1.8 HISTORY OF E-TICKETING
1.9 VARIOUS AREAS OF
IMPLECATION OF E-
TICKETING
1.10 ADVANTAGEGS OF E-
TICKETING
1.11 E-TICKTING FACTORS
INFLUENCING CUSTOMER

SATISFACTION
2 REVIEW OF LITRETURE
3 DATA ANALYSIS AND
INTERPRETATION
4 FINDINGS,SUGGESION,AND
CONCLUSION
5 BIBLIOGRAPHY
6 APPENDIX

LIST OF TABLES
SL NO. CONTENTS PAGE
NO:
1 SHOWING GENDER OF RESPONDENT
2 SHOWING FREQUENCY ANALYSIS OF
DEMOGRAPHIC VARIABLE
3 SHOWING USERS AND NON USERS OF
E-PAYMENT SYSTE.
4 SHOWING HOW LONG E-TICKETING IS
USED BY THE USERS
5 SHOWING THE REASON FOR THE USAGE
OF E-TICKETING SERVICE
6 SHOWING THE SERVICES MOSTLY
PREFERRED BY RESPONDENT
7 SHOWING THE RATTING OF E-TICKING
SERVICES BY USERS
8 THE DEGREE OF USAGE OF E-TICKETING
SERVICE AMONG USERS
9 SHOWING THE OVERALL SATISFACTION
OF E-TICKETING AMONG USERS
10 SHOWING USERS THE MODES PAYMENT
OF E-TICKETING AMONG
11 SHOWING WHETHER FRAUDLENT
PRACTICE IS FACED AMONG USERS OF E-
TICKETING

12 SHOWING SECURITY PROBLEM FACED
BY E-TICKETING USER
13 SHOWING THE PREFERANCE E-
TICKETING OVER TRADITIONAL TICKET
BOOKING AMONG S USERS
14 SHOWING EFFECTIVENESS OF E-
TICKETING
15 SHOWING WHETHER E-TICKETING
SERVICE IS RECOMMENDED TO OTHER

ABSTRACT
This paper gives a report of a study that investigated peoples‟ perception of
online buying tickets (e-ticketing) as well as why some people use this facility
whiles some
Who do not use it stick to the traditional way to fulfill their needs. In
addition, factors such as what inform peoples‟ eagerness and unwillingness to use
internet facilities are also examined. The outcome of this research showed a
comprehensively integrated framework that can be utilized by policy makers and
business enterprises to understand the dynamic relationships among dimensions of
perceived risk, user trustworthiness, usefulness, familiarity and confidence. Also,
this study considered how price perception and internet security can be utilized to
understand the consumers‟ perception. However, further research is needed to
examine these factors in Malaysia with additional samples before generalization
can be made. Moreover, it is also necessary to review consumers‟ purchasing
behavior in making the decision to use the internet as a means of buying online
rather than the traditional way.

1.1 INTRODUCTION
The popularity of Internet technology has increased substantially over the courseof
the last several years As a result, organizations have worked diligently to develop
new methods for interfacing with customers. Central to this process has been the
development of e-tickets. As noted by), e-tickets can be used by a wide range of
organizations to provide services including coupons for e-shopping, to tickets for
entrance into a concertor sporting event. Although it is not fair to argue that e-
tickets have become ubiquitous, it is evident that the proliferation of e-tickets
represents a change in the way that traditional ticket purchasing occurs. E-tickets
appear to offer a number of advantages to organizations, including lower costs and
increased operational efficiency .As such , it is projected that the use of e-tickets
will only continue to increase over time.
Even though e-ticketing services appear to be the future of operations for many
organizations seeking to streamline operations and improve customer service,
research regarding e-ticketing and e-service indicates that these processes have not
been without their challenges . Other scholars examining the adoption of e-
ticketing contend that a host of cognitive variables impact consumer decision-
making, leading positive or negative perceptions regarding e-ticketing as a
principle method for acquiring service within an organization .
This study was conducted using quantitative research method .bothprimary and
secondarydata is used under the study. Primary data was collected through
questionnaire. Samples were distributed among 100 people .The data collection
chosen for this study was convenience sampling.

1.2 STATEMENT OF THE PROBLEM
The name of the study is “ A EMPIRICAL STUDYON CUSTOMER
PERCEPTIONOVER E-TICKETING SERVICE WITHSPECIAL
REFERENCETIRUR AREA”
In olden days, traditional ticket booking were used for purchasing tickets to
meet the ticketing needs. Because of the busy and rushes, the peoples in cities
and semi cities are making use of e-ticketing for the purchasing the tickets.

1.2 IMPORTANCE
the advancement in technology, electronic ticketing service are rapidly
replacing the traditional modes of ticket booking that involved personal contact
between buyers and sellers electronic ticketing service entail online ticket booking
that utilize some form of a digital financial device, such as Debit card ,credit card ,
internet banking
Presently most of the people are using e-ticketing service instead of
traditional booking system The study admits that electronic ticketing service is a
widely used medium for all types of ticket booking. The projects scopeis limited
to e-ticketing service focusing on the security issues relating to use of electronic
ticketing service, the reason for not using e-ticketing service and the precautions
for the safer use of e-ticketing service, factors influencing the customer over e-
ticketing. While in principle all e-ticketing service will be

1.3 SIGNIFICANCE
Enormous research has been done in all over the world on the use of E-
Ticketing service. But a few has been conducted on studying the use of E-
Ticketing service among all age group. So our study is to find out how different
age group use E-Ticketing service, is there any security problems, different reasons
which made someone for not using it and also to provide the precautions and safety
measures for the better use of e- E-Ticketing service.
The study seeks to bring into light perception of different age group on
E-Ticketing service, security issues relating to such use and the reason for not
using E-Ticketing service. A short, but thorough study of the use of E-Ticketing
service among different age group has been undertaken and presented in the most
concise manner for easy understanding. As we know there is a very faster growth
in service sector, so conducting a research E-Ticketing service will be better than
anything else.

1.4 SCOPE OF THE STUDY
The study was conducted over a period of 3 weeks entitled “A STUDY ON
CUSTOMER PERCEPTIONOVER E-TICKETING SERVICE WITH SPECIAL
REFERENCE TIRUR AREA”. So many researchers have been conducted in this
topic. This study is conducted to Know the customer perception towards E-
Ticketing among the users are also analyzed. The customer perceptions vary from
personto person. In this project we analyzed to know customer perception as well
as factors influencing e-ticketing .The scopeof the study is limited with a special
reference to Tirur area.

1.4 Objectives
 Primary objective is to study about the effectiveness of e-ticketing service
 To identify the importance or relevance of e-ticketing service
 To understand various factors effecting e-ticketing service
 To study about the security issues of e-ticketing service
 To find out the reason for the usage of e-ticketing service

1.5 RESEARCHMETHODOLOGY
A total of 100-sample sizes are found to be adequate for this study. About 100
questionnaires were received. Each of the responses received was screened for
errors, incomplete and missing responses. Efforts were also taken to contact the
affected respondents through e-mail for clarification and corrections, especially on
the missing or blank responses. However, the responses that had more than 25% of
the questions in the survey questionnaire unanswered or incorrectly answered were
not considered for data analysis. The responses that had a few blank answers (less
than 25% of the questions) and which involve 5-point interval-scaled questions
were assigned with a mid- point scale of 3. After the selection process was carried
out, only 91 responses were considered complete and valid for data analysis. This
represents a success rate of 90%, which is considered to be good in view of time
and costconstraints.

TYPES OF RESARCH
The study follows descriptive research method. Descriptive research is a
Fact-finding investigation with adequate interpretation Descriptive studies
Aims at portraying accurately the characteristic of a particular group or situation
Descriptive research concerned with describing the characteristic of a particular
Individual or of a group.
POPULATION
Population refers to the total number people who may or may not use e-ticketing
service
PRIMARY DATA
Primary data were collected through questionnaires completed by both male and
female among different age group who uses e-ticketing service and those who are
not using uses e-ticketing service. A questionnaire approachis considered to be the
most effective methods for collecting primary data from the population directly for
the study. All questions in the questionnaire were in English language and also
were interpreted in local languages (Malayalam) for some respondents in order to
get fair and accurate data. We conducted our study by concentrating on various
classes of people such as students, Employees, businessmen, housewives etc.
The questionnaire included both open ended and closed ended questions.
The various questions included in the questionnaire were intended to study the

various use of e-ticketing service. Reason for not using this system by some people
and also any security problems related to it. Likert scales were used for some
questions involving opinions and feelings of population regarding its satisfaction
level.
SECONDARYDATA
Reference books and academic journals were used to study the effectiveness of e-
ticketing service, its security issues etc internet were also used for collecting
different secondarydata such as the history of e-ticketing service its advantages
disadvantages security issues e-ticketing process and also for providing
precautions for the safer use of e-ticketing service. In addition, past research
surveys was also used to create questionnaire for collecting primary data.
Secondarydata were collected from various books, previous works and websites.
SAMPLING DETAIL
The population for this study consists of population who were using e-ticketing
service and those who are not using e-ticketing service. Although we were using
convenience sampling but we tried our bestin order to include various categories
of population consisting students, employees, businessmen, housewives etc from
both male and female. In this study, the samplings unit is the people who were
aged in between 20 and 30. A total of 100 people were contacted as per our
convenience with questionnaire but with an aim to get fair, impartial and accurate
data

DATA COLLECTION TOOLS
Questionnaire is the main tools for collecting data. Here the questionnaire is used
for the collection of primary data.
TOOLS FOR DATA ANALYSIS
1) Percentage analysis
2) Correlation

1.6 LIMITATIONS
 Restricted time is the first limitation
 Sample does not represent the whole population
 The sample size is very small
 Sampling approachhas been used in this study. As such , the study suffers
from the limitations of sampling
 People are not ready to reveal correct information

1.7 HISTORY OF E-TICKETING
HISTORY OF AIRLINE E-TICKETING
On 1 June 2008, the industry moved to 100% electronic ticketing and the paper
ticket became a thing of the past. Apart from substantial costsavings for the
industry of up to US$3bilion per year, ET is also more convenient for passengers
who no longer have to worry about losing tickets and can make changes to
itineraries more easily.
United Airlines was the first airline to issue electronic tickets, back in 1994. A decade
Later however, only 20% of all airline tickets were electronic. The industry was missing
out on an opportunity to save costs and make travel for passengers of all airline tickets
Were electronic. The industry was missing out on an opportunity to save costs and
make travel for passengers easier
In June 2004, IATA set an industry target of 100% ET in four years. At the time,
Many believed this was an unrealistic goal. Evolving standards, uncertainty aboutthe
Return on investment and skepticism about the customer acceptanceof paper in parts
of the world were some of the reasons why e-ticketing hadn’t taken off.

It took only four years to reach 100% ET. Together, IATA and airlines, travel
agents, airports, system providers, and GDSs have moved an entire industry from
the paper age into the full electronic era. Armed with a mandate from the IATA
Board, StB was able to mobilize the industry. Through local engagement, the ET
team was able to understand and meet the varying needs of airlines – from those
who needed little help to those who hadn’t issued a single electronic ticket. And by
engaging and understanding the needs of partners – from GDS’s to ground
handlers – StB facilitated the adoption of ET across the industry.
History of railway e-ticketing

ELECTRONIC TICKETING
Electronic ticketing (commonly abbreviated as e-ticketing) is a digital ticketing.
The term is most commonly associated with airline issued tickets. Electronic
ticketing for urban or rail public transport is usually referred to a travel
card or transit pass. It is also used in ticketing in the entertainment industry.
An electronic ticket system is a more efficient method of ticket entry, processing
and marketing for companies in the railways, flight and other transport and
entertainment industries.
1.8 VARIOUS AREAS OF IMPLECATION OF E-TICKETING
ARILINE TICKET BOOKING
Electronic ticketing in the airline industry was devised in about 1994] E-ticketing
has largely replaced the older multi-layered paper ticketing systems, and since 1
June 2008, it has been mandatory for IATA members. Where paper tickets are still
available, some airlines charge a fee for issuing paper tickets.
When a reservation is confirmed, the airline keeps a record of the booking in its
computer reservation system. Customers can print out or are provided with a copy
of their e-ticket itinerary receipt which contains the record locator or reservation
number and the e-ticket number. It is possible to print multiple copies of an e-ticket
itinerary receipt.
Besides providing itinerary details, an e-ticket itinerary receipt also contains:
 An official ticket number (including the airline's 3-digit ticketing code,[1] a
4-digit form number, a 6-digit serial number, and sometimes a check digit).

 Carriage terms and conditions, (or at least a reference to them)
 Fare and tax details, including fare calculation details and some additional
data such as tour codes. Theexact costmight not be stated, but a "fare basis"
codewill always identify the fare used.
 A short summary of fare restrictions, usually specifying only whether
change or refund are permitted but not the penalties to which they are
subject.
 Form of payment.
 Issuing office.
 Baggage allowance.
TRAIN TICKETING BOOKING
Amtrak started offering electronic tickets on all train routes on 30 July 2012. These
tickets can be ordered over the internet and printed (as a PDF file), printed at a
Quik-Trak kiosk, or at the ticket counter at the station. Electronic tickets can also
be held in a smart phone and shown to the conductorusing an app.
Several European train operators also offer self printable tickets. Often tickets can
also be delivered as SMS or MMS. Railway operators in other countries also issue
electronic tickets. The national operators of Denmark and Netherlands have a
nationwide system where RFID smartcards are used as train tickets. This is very
common in Europe for local urban rail, such as rapid transit/metros.
In India, an SMS sent by the Indian Railways, along with a valid proofof identity
is considered equivalent to a ticket

SPORTS AND CONCERT TICKET BOOKING
Many sportand concert venues offer electronic tickets to their events. Electronic
ticketing, or "e-Tickets" as they are sometimes referred, are often delivered as
PDFs or another downloadable format that can be received via email or through a
mobile app. Electronic tickets allow spectators to download their tickets, as
opposedto waiting for physical tickets to arrive in the mail. A printed copyof
these tickets or a digital copyon a mobile phone may be presented on coming to
the venue. These tickets may also have a barcode, which may be scanned on entry
into the venue to streamline crowd processing. Electronic tickets have become
increasingly prevalent in the entertainment industry over the last decade.
CINEMAE-TICKETING
Booking cinema ticket online is one of the new trend. Now a day many of them
purchase or bookticket online because it give a lot of convenience to the public as
well as faster processing and can easily make payment online .now a day many of
the cinema theaters offer their own website offering online ticket booking of seats
1.9Advantages of E-ticketing
Advantages of E-ticketing over airline ticket booking

 Passengers can bookand buy the e-ticket online, at any time of day or
night, on any day of week and year, on the website of the Airline.
 You can pay for the e-ticket using no cash but by credit cards;and what
is the main - you need no leave your home or workplace for such
purpose.
 The itinerary receipt with all its information can be typed by any
printer on any blank sheet of paper, and in case of its loss the procedure
can be repeated again.
 The e-ticket is securely maintained in the electronic form, that’s why it
is impossible to lose or destroy it or forget at home before the check-in.
 Without a paper ticket in his/her hand, the passenger is protected from
theft of the document.
 A buyer can select the suitable flight time, date, airline, airport and
other peculiarities of his/her trip independently online, without dealing
with cashiers.
 Upon purchase of the e-ticket, there is no need for the passenger to go
anywhere to get the ticket or pay for its delivery.
Advantages of e-ticketing over railway ticket booking
 It's very easy to order a train ticket online!

 There's no need to go to the ticket office additionally before your trip!
 To order tickets all you need is Internet, a couple minutes and a payment card!
 E-ticket cannot be lost or forgotten at home!
 Tickets can be printed out or you can rewrite the 16-digit number, or keep the
ticket number as an SMS, and to tell it the cashier before the trip.
 Save your money and nerves! Grab bonuses and discounts.
 You can be sure about a trip in 30 days before the departure date!
 Electronic tickets – modern tickets!
General advantages of e-ticketing
 Data accuracy
Buying at Tickets.ua you do not have to dictate the cashier through the
window the names of all passengers you are buying tickets for – just enter
data in the required fields, check and confirm!
 Faster and more convenient verification of a ticket
 Saving on travel expenses due to the "pay-as-you-go" feature (paying for
the actual distance travelled)
 The ability to profit t from a flexible fare pricing scheme (with possible
individual discounts and special offers)
 Revocation of lost tickets and their replacement

 Increased usability
No need to have change for e.g. A local ticket issuing machine (for
instance, for customers only sporadically using the transport service or
while being in another city) no need to carefully study complex fare pricing
schemes: the system can automatically choosethe bestoption and possibly
suggest a discount (e.g. Based on customer's travel habits)

1.10 E-ticketing factors influencing customer
satisfaction
Critical review of the literature suggests that E-ticketing Technique factors such as
Customer Technical Support, Infrastructure, Security and User-Friendliness work
together to shape the relationship with customer satisfactions.
Customer TechnicalSupport
Evaluation of the factors which contribute to customer adoption of e-ticketing
clearly indicates that customer and technical supportare critical issues of
concern assert that customer perceptions of service quality will play a significant
role in shaping decision-making for the individual to utilize e-ticketing services
.customer perception influenced by the level of supportprovided to the customer,
especially when problems arise in e-ticketing service delve further into this issue
arguing that perceptions of the customer regarding customer service have direct
ramifications for customer behavior. If the customer believes that the organization
will provide customer service and supportthrough the purchase of e-tickets,
customers will be more likely to purchase these products
Many reports shows that many organizations have found that the implementation
of e-ticketing often requires the development of targeted customer service practices
that address specific customer needs related to e-ticketing and e-service. Without
these supports in place, customers will view the e-ticketing process as cumbersome
and will not gravitate to e-service to meet their needs
Infrastructure

Infrastructure to supporte-ticketing operations may also play a role in developing
customer satisfaction for these services. As noted in the introduction of this
investigation, e-ticketing services typically developed in an ad hoc manner within
the organization As a result, e-ticketing was not initially integrated with other
operations, leading to problems when customers required additional service or
support considers these issues, noting that e-ticketing systems have undergone
notable changes since their inception. These infrastructures have been essential to
creating a comprehensive system that simultaneously addresses customer needs
while creating the supports needed to streamline operations within the environment
without the infrastructure to supporte-ticketing, population would not be able to
utilize these services to achieve costreductions and enhanced customer
satisfaction.
The infrastructure used by the organization will have implications for the ability of
the customer to use the system and to ensure accuracy when purchasing a ticket.
For organizations, infrastructure can provide business continuity and offer the
ability to minimize risks and improve operational functionality Thus, when
developing e-ticketing services, infrastructure issues must be carefully considered.
Data Security
Data security is also an issue of concern impacting consumer behavior and
decision-making with regard to e-ticketing consider the security concerns
associated with e-ticketing, noting that security breaches remain a significant
barrier for the adoption of e-ticketing services in many transportation organizations
and agencies.

Further examine security issues that can arise in the use of e-ticketing services. As
acknowledged by these authors, security issues have been reported with e-tickets
as a result of efforts on the part of organizations to integrate e-services with other
customer relationship management (CRM) programs. CRM programs have long
been part of operations to track customer preferences and behaviors. The
integration of e-ticketing with these systems has resulted in significant security
issues utilization of CRM systems in this capacity has been shown to compromise
these infrastructures. This problem appears to relate back to the ad hoc nature in
which e-ticketing services have been established within the organization Security
issues in online services including e-ticketing have been noted to be a significant
problem for many consumers argue that if customers perceive problems with
security in e-services, they will be less likely to make purchases via the internet.
Perceptions of security impact the level of trust for the consumer. If trust is not
present in the relationship between the customer and the e-service provider, there is
less likelihood that the consumer will conductbusiness
Thus security issues affect customer satisfaction with e-services, making it
necessary for organizations to ensure that customer data is protected.
User Friendliness
E-ticketing services must also be user-friendly for the customer. Consider the
issue of user-friendliness, noting that customers, depending on their willingness to
use mobile technology, will view this issue differently. E-ticketing services are
convenient for regular and semi-regular customers using the transportation system.
These individuals found the e-ticketing system easy to use and navigate. Forless
regular users, the system was viewed as difficult to utilize, resulting in a decline of
e-ticket use among this group.

further review usage patterns of e-ticketing systems examining those that are
integrated and those that require two different processesfor use: authentication and
payment. Analysis provided by these authors indicates that integrated e-ticketing
systems that require fewer steps for customers were typically utilized more
frequently, suggesting the need to streamline these systems in order to increase
customer adoption. In short, system interfaces will influence customer adoption of
e-ticketing to some degree. However, as reported by, user characteristics, including
technological capabilities and frequency of system use, will also impact outcomes.
According to the previous literature research, model-1 was developed and applied
as the theoretical framework for understanding the impact of e-ticketing techniques
as (independent variable) on customer satisfaction (dependant variable).

Model-1: e-ticketing technique on customer satisfaction
Precautionfor the safer use of e-ticketingservice
The most important characteristics of an e-ticket are authenticity ensuring that the
ticket was provided/associated from a valid vendor and integrity ensuring the ticket
has not been changed or altered prior to receiving the ticket,” Chief Marketing
Officer, Mobile, Cloud, & Security Technologies at Thales e-Security, Peter
Galvin said. “Barcodes are the cornerstone for authenticity and integrity for most
e-tickets, so ensuring the bar codes are digitally signed and are verified using
cryptographic properties is the best way to ensure the ticket is as secure as possible
The critical security properties that an e-ticketing system must provide are
authenticity - that the ticket is issued from an authentic sourceand is not a
counterfeit - and integrity - that the ticket has not been altered in any way. Just
like in the physical ticket world, there are various means by which these properties
can be provided, each with different levels of strength or trust. In the 'e'- world,
digital signing - with strong protection for the private signing keys - is a powerful
weapon when applied to barcodes that represent tickets. With a properly secured
public key infrastructure (PKI) used to associate an organization's identity with
those signing keys, the authenticity of the ticket can be verified. The signature
verification process also by its cryptographic properties provides a means by which
any alteration of the barcodethat may have been attempted can be detected.

CHAPTER 2
REVIEW OF LITERATURE

REVIEW OF LITERATURE
Mrs. LEEMA ROSALINE and Dr. C. ARJUNAN ( April 2016) :They
conducted study on “A STUDY ON CUSTOMER PERCEPTIONTOWARDS E-
TICKETING IN COIMBATORE” This research investigated peoples‟ perception
of online buying tickets (eticketing) as well as why some people use this facility
while some who do not use it stick to the traditional way to fulfill their needs. In
addition, factors such as what inform peoples. The findings of the study reveals
that This study has shown that e-ticketing can be greatly facilitated through an
effective online shopping mechanism. The regression results suggest that online
ticketing can provide marketers with powerful communication tools . However, a s
highlighted by the results, it is strongly believed that successfulonline buying in
21 centuries will largely depend on advertisers
BaasandulamByambaa and Kuo-Chung Chang ( January 2012):They
conducted study on “ The Influence Factors of Online Purchase on Customer
Satisfaction in Mongolian Airlines” the methodology of the study was
Measurement This research measured by five variables which have an effect on
passenger’s satisfaction levels of Airlines in Mongolia. The dependent variable in
this study is customer satisfaction and the independent variables are ease of use,
website design, information quality, interactivity and payment security. Findings of
the study was Mongolian airline’s customers focus more on interactivity and
security of e-ticket purchases due to a lack of experience in using airline e-
ticketing and being more comfortable with face-to-face interaction with airline
personnel and the more traditional payment system. It is also one of the reasons for

internet usage and e-ticketing is not common in Mongolia. Finally, this study
evaluated that website payment security, interactivity and website’s ease of use to
ensure high level of customer satisfaction toward e-ticket in Mongolia.
SeyedRajab Nikhashemand Farzana Yasmin and Ahsanul Haque ( june
2011 ):They conducted study on “STUDY ON CUSTOMER PERCEPTION
TOWARDS ONLINE-TICKETING IN MALAYSIA” .findings of the study
reveals that This study has shown that e-ticketing can be greatly facilitated through
an effective online shopping mechanism. The regression results suggest that online
ticketing can provide marketers with powerful communication tools .
Mazen Kamal and QteishatHaitham and Hmoud Alshibly and Mohammad
Atwah Al-ma'aitah ( September 2014 ):
They conducted study on “THE IMPACT OF E-TICKETING TECHNIQUE ON
CUSTOMER SATISFACTION:AN EMPIRICAL ANALYSIS” The population
for this investigation was drawn from a local group of airline customers that had
utilized airline services that offer e-ticketing in the last 12 months. Findings of the
study reveal that Customer satisfaction in e-ticketing is a complex phenomenon
that is shaped by a wide range of variables including customer technical support,
infrastructure, data security and user-friendliness. Understanding these issues is
critical for organizations to create e-ticketing systems that initially meet customer
needs and generate a high level of satisfaction.

Stephanie Ann Jamesa and, Abdul NasirZulkiflib ,and Nur Fadziana Faisal
Mohamedc ( April 2014 ):
They conducted study on “They conducted study on “A Study on the Acceptance
of E-Ticketing In Universiti Utara Malaysia Bus Service” Since the
implementation of e-ticketing arises from students’ dissatisfaction with the
previous bus service, it would therefore be appropriate that the study is done to
fathom the acceptance and usability of the current service which is being provided.
The objectives of this study are as follows: i) To determine the overall users’
satisfaction level towards e-ticketing, ii) To determine users’ acceptance users’
perception towards e-ticketing and iii) To get suggestions to further enhanced the
e-ticketing system.
Several studies have been conducted in order to find out the consumers‟ online
purchasing behavior. Bellhan et al., (1999) predicted whether an individual will
purchase online or not. One of the basic challenges and concern of e-ticketing or
online productpurchasing is how to attract and grab the consumer ‟s attention to
motivate them in shifting from the traditional way to online purchasing.The
findings of the study reveals that overall user satisfaction towards the e-ticketing
system for bus service implemented in UUM is low which is 2.33 on a scale of
5.00. The users also rate the system as below average in terms of users’ acceptance
whereby all the mean scores are in the range of 2.00 to 2.50. The majority of the
respondents (62.50%) in the survey disagree with the conceptof e-ticketing and
seek to abolish it. 21.88% agree with the current e-ticketing system but are not
fully satisfied as they would like to have it improved in the future and 15.62% are

happy with e-ticketing implementation in UUM. Most of the suggestions offered
centered on the management of the bus service provider and only a few mentioned
having a better system which would be error-free

.
CHAPTER 3
DATA ANALYSIS AND INTERPRETATION

Table no: 3.1
TABLE SHOWING GENDER OF RESPONDEN
GRAPH NO: 3.1
GRAPH SHOWING GENDER OF RESPONDENT
INTERPRETATION
FREQUENCY
MALE
FEMALE
TOTAL
GENDER FREQUENCY PERCENTAGE
%
MALE 44 44
FEMALE 56 56
TOTAL 100 60

The above chart shows that out of 100 respondent 44 are male and 56 are female.
So according to this study E-Ticketing is mostly preferred by females than males.
TABLE NO: 3.2.
TABLE SHOWING FREQUENCY ANALYSIS OF DEMOGRAPHIC
VARIABLES
variable category frequency percentagE
gender male 44 44
female 56 56
age
20-25 8 8
26-35 70 170
36-45 12 12
45 and above 10 10
educational
level
upto to sslc 20 20
ug 70 70
pg 5 5
professional 5 5
occupation
student 70 70
employees 20 30
others 10 20
GRAPH NO: 3.2

GRAPH SHOWING FREQUENCY ANALYSIS OF DEMOGRAPHIC
VARIABLE
INTERPRETATION
The table above shoes that about 44% of the respondentare male and 56% are
female .Among them most of them belong to the age group of 20-25 which
includes about 70% degree and above qualified respondent
0
20
40
60
80
100
120
140
160
180
MALE
FEMALE
20-25
26-35
36-45
45ANDABOVE
UPTOTOSSLC
UG
PG
PROFESSIONAL
STUDENT
EMPLOYEES
OTHERSGENDER AGE EDUCATIONAL LEVELOCCUPATION
FREQUENCY
PERCENTAGE %

TABLE NO: 3.3
TABLE SHOWING USERS AND NON USERS OF E-TICKETING
SERVICE
population number percentage
users 76 76
non users 24 24
GRAPH NO: 3.3
GRAPH SHOWING USERS AND NON USERS OF E-TICKETING
SERVICE
INTERPRETATION
The table shows that the user of e-ticketing service is about 76% and non users are
about 24%. So the users of E-Ticketing are more than non users
0
10
20
30
40
50
60
70
80
USERS NON USERS
Series1

TABLE NO 3.4
TABLE SHOWING HOW LONG E-TICKETING IS USED BY THE USERS
duration no. of respondent no of e-ticketinguser percentage
less than 1year 76 28 37
1-6 month 76
76
26 34
12 month 76 - -
more than 1
year
76 22 29
GRAPH NO.3.4
CHART SHOWING HOW LONG E-TICKETING IS USED BY USERS
LESS THAN 1 YR
1-6 MONTH
MORE THAN 1 YR

INTERPRETATION
The above chart reveals that how long e-ticketing is used by the users. Less than 1
years 37%, 1-6 month 34% ,12 month nil ,more than one year 27%.
TABLE NO: 3.5
TABLE SHOWING THE REASON FOR THE USAGE OF E-TICKETING
SERVICE
reason no. of
respondent
no. of e-
ticketing service
percentage
%
convenience 76 30 39
to save time 76 17 22
security 76 12 16
ease to use 76 9 12
other 76 8 11

GRAPH NO: 3.5
GRAPH SHOWING THE REASON FOR THE USAGE OF E-TICKETING
SERVICE
INTERPRETATION
The above table reveals the reason for the usage of e-ticketing service due
convenience - 39%, ease to use-12% to save time 22%, security-16%, and other-
11%.
Series1
0
10
20
30
Series1

TABLE: 3.6
TABLE SHOWING THE SERVICES MOSTLY PREFERRED BY
RESPONDENT
GRAPH NO:43.6
GRAPH SHOWING THE SERVICES MOSTLY PREFERRED BY
RESPONDENT
0
20
40
60
80
100
120
BUS
TICKETING
AIRLINE
TICKETING
CINIMA
TICKETING
STADIUM
TICKETING
RAILEAY
TICKETING
NO. USERS
NO.RESPONDANTS
services no. of
respondent
no. of users percentage
%
bus ticketbooking 76 20 26
cinema ticketbooking 76 18 24
airline ticketbooking 76 14 19
stadium ticketbooking 76 4 5
railway ticketbooking 76 20 26

INTERPRETATION
The above graph reveals which service is mostly preferred by the user of e-
ticketing service .The graph reveals bus ticket booking and railway ticket booking
which is 26% and cinema ticket booking 24%, stadium ticket booking only 5%
which is the least preferred by the users. Airline ticket booking 19%.
TABLE NO: 3.7
TABLE SHOWING THE RATING OF E-TICKING SERVICES BY USERS
rating no.of respondent no. of rating percentage
very good 76 18 23
good 76 54 71
normal 76 2 3
poor 76 2 3
GRAPH NO: 3.7

GRAPH SHOWING THE RATTING OF E-TICKING SERVICES BY
USERS
INTERPRETATION
The graph reveals the rating by the users of e-ticketing service .23% of the users
conveys that the service is very good, 71% coveys the service is good and 3%
conveys normal and poor
TABLE NO: 3.8
0%
20%
40%
60%
80%
100%
VERY GOOD GOOD NORMAL POOR
Chart Title
NO.RESPONDANDS NO.RATINGS

TABLE SHOWING THE DEGREE OF USAGE OF E-TICKETING
SERVICE AMONG USERS
DEGREE OF
USAGE
NO.OF
RESPONDENT
NO. OF USERS PERCENTAGE
%
RARLEY 76 20 27
OCCATIONALLY 76 42 55
FREQUENTLY 76 8 10
USUALLY 76 6 8
GRAPH NO:3.8
GRAPH SHOWING THE DEGREE OF USAGE OF E-TICKETING
SERVICE AMONG USERS
INTERPRETATION
25%
25%
25% 25%50%
NO.RESPONDANTS
RARELY OCCATIONALLY FREQUENTLY USUALY

The above chart reveals the degree of usage of e-ticketing service 27% of the users
use e-ticketing service rarely and 55% occasionally and 10% frequently and 8
usuall
TABLE NO: 3.9
TABLE SHOWING THE OVERALL SATISFACTION OF E-TICKETING
AMONG USERS
satisfaction
level
no. of respondent no.of users percentage
%
highly satisfied 76 20 26
satisfied 76 44 58
neutral 76 6 8
dissatisfied 76 6 8
highly dissatisfied 76 - -
GRAPH NO: 3.9

GRAPH SHOWING THE OVERALL SATISFACTION OF E-TICKETING
AMONG USERS
INTERPRETATION
The above degree reveals the satisfaction level among the users of e-ticketing
services. Highly satisfied 26% and 58% are satisfied 8% reveals that it’s neutral as
well as dissatisfied
TABLE NO: 3.10
Highly
satisfied
satisfied
neutral
dissatisfied
76 76 76 7620 44
6 6
Chart Title
no respondands no.users

TABLE SHOWING THE MODES OF PAYMENT OF E-TICKETING
modes of payment no. of respodent no. users percentage
%
internet banking 76 14 18
debit-card 76 50 66
e-cash 76 6 8
e-wallet 76 6 8
GRAPH NO: 3.10
GRAPH SHOWING THE MODES PAYMENT OF E-TICKETING
INTERPRETATION
76 76 76 76
14
50
6 6
Internet banking Debit card E-cash E-wallet
Chart Title
NO.RESPONDANTS NO.USERS

The above graph reveals mode of payment among the users of e-ticketing
service.18% of the users use internet banking and most of the users prefer debit
card for payment which is 66% and e-cash 8% and e-wallet 8%
Table No: 3.11
TABLE SHOWING WHETHER FRAUDLENT PRACTICE IS FACED
AMONG USERS OF E-TICKETING
fradulent practice
faced
no. of respondent no. of user percentage
%
yes 76 12 16
no 76 64 84
Graph No:3.11

GRAPH SHOWING WHETHER FRAUDLENT PRACTICE IS FACED
AMONG USERS OF E-TICKETING
INTERPRETATION
The above bars reveal that out of 76 respondents 16% were faced fraudulent
practices while doing E-Ticketing. And it means that, the remaining 84% of people
were not facing any fraudulent practices while doing E-Ticketing. This shows that
most people were not facing any problem. So it can be said that numbers of frauds
are less in E-Ticketing.
Table No:3.12
NO.RESPONDA
NTS, 76
NO,USER
S, 12

TABLE SHOWING SECURITY PROBLEM FACED BY E-TICKETING
USER
security problems no. of respondent no. of user percentage
%
identity theft 76 12 17
privacy problem 76 8 10
guessing password 76 16 21
hacking 76 10 13
not any problems 76 30 39
Graph No: 3.12
GRAPH SHOWING SECURITY PROBLEM FACED BY E-TICKETING
USER
16%
11%
21%
13%
39%
no.users
Identity theft Privacy problems Guessing password
Hacking No problem

INTERPRETATION
This above graph shows that out of 76 respondents 17% faced identity theft,
10 %faced privacy problem, 21% faced guessing of their password and 13% had
the problem of hacking . And here 39% of people not facing any kind of security
problems.
Graph No: 3.13
TABLE SHOWING THE PREFERANCE E-TICKETING OVER
TRADITIONAL TICKET BOOKING AMONG S USERS
preference no. of respondent no. of users percentage
%
e-ticketing 76 56 73
traditional ticket
booking
76 20 26

Graph No: 3.13
GRAPH SHOWING THE PREFERANCE E-TICKETING OVER
TRADITIONAL TICKET BOOKING AMONG S USERS
INTERPRETATION
This graph shows that 73% are using E-Ticketing and only 27% are depending on
the traditional way of ticket booking. This shows the people preference towards E-
Ticketing.
0
10
20
30
40
50
60
Traditional Ticketing E-ticketing
no.users
no.users

Table No: 3.14
TABLE SHOWING EFFECTIVENESS OF E-TICKETING
those who agree
e-ticketing is
effective
no. of respondent no. of user percentage
%
yes 76 66 86
no 76 10 14
Graph No:3.14
GRAPH SHOWING EFFECTIVENESS OF E-TICKETING
INTERPRETATION
This graph shows that out of 76 respondents 86% are saying that E-Ticketing
service is effective and the remaining 14% disagree with the present status.
0
10
20
30
40
50
60
70
yes no
Series1

Table No: 3.15
TABLE SHOWING WHETHER E-TICKETING SERVICE IS
RECOMMENDED TO OTHER
recommendation no. of respondent no.of user percentagr
yes 76 68 89
no 76 8 11
Graph No: 3.15
GRAPH SHOWING WHETHER E-TICKETING SERVICE IS
RECOMMENDED TO OTHER
INTERPRETATION
This graph shows that about 89% of users are recommend this e-ticketing to their
friends and relatives. Only 11% are not interested in it.
yes
89%
no
11%
Chart Title

CORRELATION
TABLE NO:3.16
RELATIONSHIP BETWEEN AGE AND USERS OF E-TICKETING
SERVICE
CORRELATION
AGE
X
USERS OF E-
TICKETING
Y
15-25 8
25-35 70
35-45 12
45-55 10
CORRELATION COEFFICIENT=
X= AGE
Y=USERS OF E-TICKETING
Here r= - 0.2
Here the calculation shows that there is an inverse relation between age and
number of respondent as the age of respondent increase the number of users
decreases .there is a negative correlation between age and number of respondent.

CHAPTER 5
FINDING, SUGGESTIONS AND CONCLUSION

FINDINGS
 E-Ticketing is mostly preferred by females than males.
 39% of users opinioned that the reason for using e-ticketing is convenient.
 Out of E-ticketing services, bus ticket booking and railway ticket booking is
more used by the users.
 71% of users say that e-ticketing service is very good.
 Most of the users are using this service occasionally (55%).
 About 58% and more users are satisfied with the present e-ticketing
services.
 The commonly used mode of payment among users is DEBIT CARD and
which is 66%.
 Some people are using credit cards as it provides over draft facility.
 Most of users are not facing any fraudulent practices while doing
E-ticketing. 84% are agreeing with this status.
 It can be understand that 21% faced the problem of their password guessing
and 17% were faced Identity Theft. There are also 39% of users they are not
faced any kind of problems.
 73% are using E-ticketing services and only 27% are using traditional
ticketing in Tirur area.
 About 86% believe that E-ticketing service is effective.
 89% of users are recommending this facility to others.
 Internet illiteracy, lack of accessibility and security issues are the main
reason for the non use of e-ticketing system.
 Majority e-ticketing users are the daily users of internet.

SUGGESSIONS
 More awareness should be given through advertisement and other publicity
programs for the promotion of E-ticketing.
 More network application should be implemented for easier and safe use of
e-ticketing
 There should a properintegration of websites providing e-ticketing services
 Data security issues should be properly handled
 E-ticketing services must be user friendly . Easiness in use ensure the mass
utilization of service by regular as well as less regular users.
 Infrastructure issues must be carefully considered since the infrastructure
used by the organization will have implications for the ability of the
customer to use the system and to ensure accuracy when purchasing a ticket.

CONCLUSION
Customer satisfaction in e-ticketing is a complex phenomenon
that is shaped by a wide range of variables including customer technical support,
infrastructure, data security and user-friendliness. Understanding these issues is
critical for organizations to create e-ticketing systems that initially meet customer
needs and generate a high level of satisfaction. E-ticketing systems that meet these
requirements will provide the organization with satisfied customers who will
express their satisfaction through loyalty and by remaining with the organization
over the long-term. High levels of customer retention will form the foundation to
maintaining the organization’s bottomline. Although creating e-ticketing systems
that achieve customer satisfaction is a significant undertaking for the organization,
addressing the key issues noted in this investigation should facilitate the ability of
the organization to create an e-ticket system that allows for building customer
satisfaction, loyalty and retention.

QUESTIONNAIRE
Sir/Madam,
We are B Com students of MES KVM COLLEGE VALANCHBRY doing a
project work as a part of our academic study, regarding the “A EMIRICAL
STUDY ON CUSTOMER PERCEPTION OVER E-TICKETING SERVICE
WITH SPECIALREFERENCETIRUR AREA” .We here by assure that
information collected will be kept confidential and will be used only for our
academic purpose.
1. Name :
2. Sex : Male Female
3. Age:
Below25 years 26-3
36-45 45 and above
4. Occupation:
Student employee
Business
5. Educational qualification :
UP to SSLC UG PG

professional Others
6. Do you use any e-ticketing services?
Yes N0
7 How long you have been using e-ticketing services?
Less than 1 year 1-6 month
12 month More than 1 year
8 What were your reasons for choosing e-ticketing services?
Convenience To save time
Security eases to use others
9 Which services are mostly preferred by you? Bus ticket booking [ ]
Cinema e -ticketing Airline e- ticketing
Stadium e- ticketing Railway ticketing
a) Please rate the above online feature
Excellent Good
Neutral Poor

10 Can you rate your experience of using e-ticketing services?
Very good Good
11 how often you use e-ticketing?
Rarely occasionally
Frequently usually
13. Over all how satisfied are you with the e-ticketing services?
Highly satisfied Satisfied
Neutral Dissatisfied Highly dissatisfied
14. What are the methods of payment you prefer in e-ticketing?
Internet banking debit card
E-cash E-wallet
15. Do you face any fraudulent practice while doing e-ticketing?
Yes No
16 what is the security problem faced in e-ticketing service?
Identify theft Privacy problem guessing password
Hacking not any

17. Do you agree that e-ticketing facility is effective?
Yes NO
l8. Do you feel that online ticket booking id a substitute for traditional booking
system ?
Yes No
19 Do you still use tradition ticket booking since you started using ticketing?
Yes No
20 Will you recommend for using e-ticketing to your hands and relatives?
Yes No
21 Do you have any suggestion for improvement of e-ticketing?
Yes No
a) If yes, what improvement would you suggest?

Books:
 Quatitative technique : by A.Vinod ( B.comtext book Calicut university)
Websites
 www.google.com
 www.wikipedia .com
 www.sodhganga.com
 www.scribd.com
 http://www.namexijmr.com/demo1/wp-content/uploads/2015/04/A-Study-
on-Customer-Perception-Towards-E-Ticketing-in-Coimbatore-Mrs-Leema-
Rosaline.pdf
 http://www.kmice.cms.net.my/ProcKMICe/KMICe2008/Pdf/537-542-
CR221.pdf
 http://library.oum.edu.my/repository/976/1/library-document-976.pdf
 http://www.ipedr.com/vol57/015-ICBMG2012-B00031.pdf
 http://irep.iium.edu.my/11006/4/386Study_on_customer_perception_toward
s_online-ticketing_in_Malaysia.pdf
 http://www.ijser.in/archives/v3i6/06061501.pdf
other references

Customer Perceptions of E-Ticketing

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