Abstract:
The introduction of e-ticketing and seat reservation system in Sri Lanka provides
passengers with a new experience, while also improving the efficiency of the country's
railway system by embracing modern technology. In 2022, Sri Lanka introduced the
E-ticketing and seat reservation system for the railway sector as an adaption to
modern technology. However no sufficient understanding in the literature about how
passengers accept the E-ticketing and reservation system of Sri Lankan Railways
influences their behavioral intentions to use that system. Therefore the study attempts
to examine the intentions of local passengers in Sri Lanka to utilize the e-ticketing
and seat reservation system in the country's railway system. This research employed
a deductive approach and utilized a quantitative methodology, grounded in the
Theory of Planned Behaviour (TPB) and the Technology Acceptance Model (TAM).
Moreover, 404 passengers at Kotuwa railway station were surveyed using the
convenience sampling technique to gather data. Structural equation modeling was
employed for data analysis. Findings showed that the e-ticketing seat reservation
system's usage intention among domestic passengers is influenced significantly by
perceived usefulness, ease of use, and attitudes. Thus, this research offers fresh
insights for the stakeholders looking to improve the e-ticketing and seat reservation
system in Sri Lanka.
