EXAMINING THE ASSOCIATION BETWEEN PASSENGERS’ ACCEPTANCE AND INTENTIONS TOWARD E-TICKETING AND RESERVATION SYSTEMS IN SRI LANKAN RAILWAYS

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.