Click to Ride: Understanding E-Ticketing Adoption in Emerging Economies Using an Extended UTAUT2 Framework
DOI:
https://doi.org/10.69728/jst.v12.106Keywords:
Behavioral Intention, E-ticketing, Extended UTAUT2, Perceived Risk, Return and Exchange, Technological AnxietyAbstract
This study aims to examine the key factors influencing passengers’ adoption of electronic ticketing (e-ticketing) systems in public transportation in an emerging economy. To achieve this objective, the Unified Theory of Acceptance and Use of Technology 2 (UTAUT2) framework is extended by incorporating three additional variables: return and exchange, technological anxiety, and perceived risk to capture contextual and psychological influences more comprehensively. Partial Least Squares Structural Equation Modeling (PLS-SEM) was employed to analyze data from 392 participants. The findings reveal that performance expectancy, effort expectancy, social influence, hedonic motivation, habit, facilitating conditions, price value, return and exchange, and perceived risk have significant effects on passengers’ behavioral intention to adopt e-ticketing. In contrast, technological anxiety does not exhibit a considerable influence. These results underscore the importance of incorporating extended UTAUT2 variables to gain a more comprehensive understanding of adoption behavior. It provides actionable insights for transport operators, policymakers, and platform developers seeking to enhance user engagement and facilitate digital transformation in public transport services.
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