Acceptance of the Newly Implanted E-Ticketing System in Dhaka City’s Bus Service

Bus services are the predominant means of public transport due to their ability to accommodate a large population, particularly in the context of rapid population expansion in Dhaka. An e-ticketing service has been implemented on Dhaka’s public buses to give passengers a better travel experience. The main objective of this research is to assess the service quality attributes of e-ticketing facilities and their impact on the acceptance of the system. A questionnaire survey was carried out to get the users’ perception of twenty-two (22) service quality variables of the e-ticketing system. The survey collected a total of 261 responses from public bus service users. A Structural Equation model was developed to determine the relationship between four dimensions of the E-ticketing system: “E-ticketing Machine,” “Inconveniences,” “Bus Fare,” “Service features,” and “Service Acceptance.” Among all four constructs, “Inconveniences” has the highest total impact on the acceptance of the new system. E-ticketing machines also have a significant effect on the fare system. Outcomes from this study will help policymakers better understand the newly implemented e-ticketing service and resolve the inconveniences and issues related to the service. Properly addressing service quality attributes will ensure better overall service performance in the future.