THE ROLE OF E-TICKETING IN ENHANCING SERVICE QUALITY OF ROAD TRANSPORT COMPANIES IN RIVERS STATE
Authors: Ijeoma Chisom Nwafor
DOI: 10.5281/zenodo.17416698
Published: October 2025
Abstract
<p><em>This study investigated the impact of e-ticketing on the service delivery of road transport companies in Rivers State, Nigeria. The population comprised passengers of the 12 road transport companies that have adopted e-ticketing. A total of 240 passengers were purposively sampled for the study. Data were collected using questionnaires, and four research questions and ten hypotheses were formulated and tested at a 0.05 significance level. Descriptive statistics (mean), Spearman Rank Correlation Coefficient, and Partial Correlation were employed for data analysis. Findings reveal significant relationships between e-reservation, data security, user-friendliness, and service delivery. Specifically, the study concludes that e-reservation systems, robust data security measures, and user-friendly e-ticketing platforms enhance service delivery by improving timeliness, convenience, and reliability. Based on these findings, it is recommended that road transport companies invest in technological infrastructure, provide multiple payment options, and implement feedback systems to further improve service delivery and customer satisfaction</em></p>
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