To Use or Not to Use? Investigating What Drives Tourists to Use Mobile Ticketing Services in Tourism
Abstract
:1. Introduction
2. Literature Review
3. Research Model and Hypotheses
3.1. Perceived Usefulness and Perceived Ease of Use
3.2. Compatibility
3.3. Mobility
3.4. Proposed Research Model
4. Research Methodology
4.1. Procedure
4.2. Questionnaire
4.3. Data Analysis Technique
5. Results
5.1. Sample Characterization
5.2. Features of a Mobile Ticketing Services for Tourism
5.3. Measurement Model
5.4. Structural Model
6. Discussion
7. Conclusions
Author Contributions
Funding
Institutional Review Board Statement
Informed Consent Statement
Data Availability Statement
Conflicts of Interest
Appendix A
Sociodemographic Characterization |
---|
Gender (Possible answers: male; female) |
Age group (Possible answers: less than 30; between 31 and 40; between 41 and 50; between 51 and 60; between 61 and 70; more than 71) |
Education (Possible answers: no education; basic education; higher education; university education) |
Occupation (Possible answers: student; worker; unemployed; retired) |
How long have you been using smartphones? (Possible answers: I do not have smartphone; less than 6 months; between 6 months and 2 years; more than 2 years) |
Have you ever made a payment with a mobile app? (Possible answers: Yes; No) |
Do you have a driving license? (Possible answers: Yes; No) |
Do you own a car? (Possible answers: Yes; No) |
Characterization of tourist habits |
How often do you travel for tourism? (Possible answers: Rarely; Occasionally; Frequently; Very frequently) |
Assess, for your agreement, the following statement: (Possible answers: totally disagree; disagree; neither agree nor disagree; agree; totally agree) |
When I visit a tourist spot, I like to have contact with the locals. |
What means of transport do you use to move around the destination? (Possible answers: walking; smooth modes; private transports; car renting; public transports; touristic transports) |
How do you obtain this information when you are traveling for tourism? (Possible answers: friends and family; local inhabitants; tourist guides; apps; internet) |
If you wish, you can indicate which apps you use to obtain information on mobility in tourism |
Factors affecting the adoption of a mobile ticketing application |
Assess, for your agreement, each of the following statements: (Possible answers: totally disagree; disagree; neither agree nor disagree; agree; totally agree) |
Learn to use a mobile ticketing app for tourists would be easy for me. |
I think it would be easy to purchase tickets with a mobile ticketing app for tourism. |
I think it would be easy to validate tickets with a mobile ticketing app for tourism. |
Using a mobile ticketing app for tourists would make the ticket purchase and validation process faster. |
Using a mobile ticketing app for tourists would make it easier to purchase and validate tickets. |
I think it is more effective to buy tickets via mobile phone. |
I believe that the purchase and validation of tickets is compatible with other uses that I make with a mobile phone. |
I think the smartphone is a suitable device to purchase tickets. |
I believe that mobile tickets are compatible with my habits. |
I believe that mobile tickets are compatible with the way I make tourism. |
I believe it is possible to buy mobile tickets at any time. |
I believe it is possible to buy mobile tickets anywhere. |
I believe that the purchase of mobile tickets would reduce queues. |
I believe that I can substitute the need for cash or travel card by purchasing a mobile ticket. |
I would use a mobile ticketing app for tourists to purchase tickets in the city where I am doing tourism. |
I would use a mobile ticketing app for tourists to validate tickets in the city where I am doing tourism. |
I would use a mobile ticketing app for tourists if I were unfamiliar with the process of buying and validating tickets in the city where I am doing tourism. |
I would use a mobile ticketing app for tourists if public transport only had information in a language I do not speak. |
I would use a mobile ticketing app for tourists if I do not know the public transport network of the city where I am doing tourism. |
I believe that a mobile ticketing app for tourists would improve my tourist experience. |
Can you please indicate what other factors influence your adoption of a mobile ticketing application? |
Functionalities of a mobile ticketing application for public transport oriented to tourism |
Evaluate, concerning its usefulness, the following functionalities of a mobile transport ticketing application oriented to tourism: (Possible answers: very useless; useless; neither useful nor useless; useful; very useful) |
Get information on public transport |
Purchasing public transport tickets |
Validate public transport tickets |
Get information about tourist attractions |
Purchasing tickets for tourist attractions |
Validate tickets for tourist attractions |
Purchasing packs of public transport tickets and tourist attractions |
Can you please indicate what other features you find useful? |
Evaluate, regarding its usefulness in a mobile ticket application for public transport oriented to tourism, the following information about public transport: |
Network map |
Means of transport available |
Network tariff |
Trip cost |
Ticket validation instructions |
Ticket purchase instructions |
Travel time |
Schedules |
Waiting time until the next trip |
Journey path |
Transport frequency |
Vehicle occupation |
Ticket office location and schedule |
Conditions of use for children |
Operator contacts (helpline or others) |
Accessibility conditions for people with reduced mobility |
Conditions of use for pets |
Can you please indicate what other information on public transport do you consider relevant? |
Evaluate, regarding its usefulness in a mobile ticketing application for public transport oriented to tourism, the following information about tourist attractions: |
Tourist attraction locations |
Description of tourist attractions |
Photos of tourist attractions |
Tourist attractions’ price |
Tourist attractions’ schedule |
The popularity of tourist attractions |
Can you please indicate what other information about tourist attractions do you consider relevant? |
Public transport in a tourist context during a global pandemic |
Assess the following information on public transport for its usefulness in the context of a global pandemic: (Possible answers: very useless; useless; neither useful nor useless; useful; very useful) |
The capacity of public transport |
Disinfection of public transport |
Location of hydroalcoholic solution dispensers |
Specific rules for the use of public transport |
Number of confirmed cases in the city |
Alerts and notifications from local health authorities |
Hospital locations |
Evaluate the following statement: (Possible answers: totally disagree; disagree; neither agree nor disagree; agree; totally agree) |
When traveling, a mobile ticketing application can help me be better protected from the risks associated with a global pandemic. |
Do you want to indicate how the mobile application would help you to protect yourself? |
References
- The Economist Intelligence Unit. Safe Cities Index 2019; NEC Corporation: Tokyo, Japan, 2019. [Google Scholar]
- Pahrudin, P.; Liu, L.; Li, S. What Is the Role of Tourism Management and Marketing toward Sustainable Tourism? A Bibliometric Analysis Approach. Sustainability 2022, 14, 4226. [Google Scholar] [CrossRef]
- Roser, M. Tourism. Available online: https://ourworldindata.org/tourism (accessed on 21 February 2022).
- Duro, J.A.; Perez-Laborda, A.; Turrion-Prats, J.; Fernández-Fernández, M. Covid-19 and tourism vulnerability. Tour. Manag. Perspect. 2021, 38, 100819. [Google Scholar] [CrossRef] [PubMed]
- Roman, M.; Roman, M.; Grzegorzewska, E.; Pietrzak, P.; Roman, K. Influence of the COVID-19 Pandemic on Tourism in European Countries: Cluster Analysis Findings. Sustainability 2022, 14, 1602. [Google Scholar] [CrossRef]
- McCartney, G.; Ung, C.O.L.; Pinto, J.F. Living with COVID-19 and Sustaining a Tourism Recovery—Adopting a Front-Line Collaborative Response between the Tourism Industry and Community Pharmacists. Tour. Hosp. 2022, 3, 47–68. [Google Scholar] [CrossRef]
- Jones, P. A Review of the UK’s Tourism Recovery Plans Post COVID-19. Athens J. Tour. 2022, 9, 9–18. [Google Scholar] [CrossRef]
- Bornioli, A.; Vermeulen, S.J.; Van Haaren, J.; Valente, R.; Mingardo, G. The Impacts of Tourism Stays on Residents’ Self-Reported Health: A Pan-European Analysis on the Role of Age and Urbanization Level. Sustainability 2022, 14, 1157. [Google Scholar] [CrossRef]
- Gunter, U. Book Review. Tour. Manag. 2017, 63, 366–367. [Google Scholar] [CrossRef]
- Ferreira, M.C.; Dias, T.G.; Cunha, J.F. Anda: An Innovative Micro-Location Mobile Ticketing Solution Based on NFC and BLE Technologies. IEEE Trans. Intell. Transp. Syst. 2021, 1–10. [Google Scholar] [CrossRef]
- Ferreira, M.C.; Dias, T.G.; Cunha, J.F. An in-depth study of mobile ticketing services in urban passenger transport: State of the art and future perspectives. In Smart Systems Design, Applications, and Challenges; IGI Global: Hershey, PA, USA, 2020; pp. 145–165. [Google Scholar] [CrossRef]
- Kapoor, K.K.; Dwivedi, Y.K.; Williams, M.D. IRCTC mobile ticketing adoption in an Indian context. Int. J. Indian Cult. Bus. Manag. 2015, 11, 155. [Google Scholar] [CrossRef] [Green Version]
- Le-Klähn, D.T.; Gerike, R.; Michael Hall, C. Visitor users vs. non-users of public transport: The case of Munich, Germany. J. Destin. Mark. Manag. 2014, 3, 152–161. [Google Scholar] [CrossRef] [Green Version]
- Cheng, Y.-H.; Huang, T.-Y. High speed rail passengers’ mobile ticketing adoption. Transp. Res. Part C Emerg. Technol. 2013, 30, 143–160. [Google Scholar] [CrossRef]
- Fontes, T.; Costa, V.; Ferreira, M.C.; Shengxiao, L.; Zhao, P.; Dias, T.G. Mobile payments adoption in public transport. Transp. Res. Procedia 2017, 24, 410–417. [Google Scholar] [CrossRef]
- Aristio, A.P.; Al Farisi Iskandar, M.; Mudjahidin Ramadhansyah, A.P.; Supardi, S.; Utomo, G.P.; Parahita, A.N. The intention of using mobile ticketing in online travel agent. Procedia Comput. Sci. 2021, 197, 273–281. [Google Scholar] [CrossRef]
- Chen, C.-C.; Chang, C.-H.; Hsiao, K.-L. Exploring the factors of using mobile ticketing applications: Perspectives from innovation resistance theory. J. Retail. Consum. Serv. 2022, 67, 102974. [Google Scholar] [CrossRef]
- Zhang, Y.; Sotiriadis, M. Investigating the Impact of Smart Tourism Technologies on Tourists’ Experiences. Sustainability 2022, 14, 3048. [Google Scholar] [CrossRef]
- Rogers, E.M. Diffusion of Innovations; Free Press: New York, NY, USA, 1995. [Google Scholar]
- Davis, F.D.; Bagozzi, R.P.; Warshaw, P.R. User acceptance of computer technology: A comparison of two theoretical models. Manage. Sci. 1989, 35, 982–1003. [Google Scholar] [CrossRef] [Green Version]
- Abrahão, R.D.S.; Moriguchi, S.N.; Andrade, D.F. Intention of adoption of mobile payment: An analysis in the light of the Unified Theory of Acceptance and Use of Technology (UTAUT). RAI Rev. Adm. Inovação 2016, 13, 221–230. [Google Scholar] [CrossRef] [Green Version]
- Di Pietro, L.; Guglielmetti Mugion, R.; Mattia, G.; Renzi, M.F.; Toni, M. The Integrated Model on Mobile Payment Acceptance (IMMPA): An empirical application to public transport. Transp. Res. Part C Emerg. Technol. 2015, 56, 463–479. [Google Scholar] [CrossRef]
- Oliveira, T.; Thomas, M.; Baptista, G.; Campos, F. Mobile payment: Understanding the determinants of customer adoption and intention to recommend the technology. Comput. Human Behav. 2016, 61, 404–414. [Google Scholar] [CrossRef]
- Dahlberg, T.; Mallat, N.; Ondrus, J.; Zmijewska, A. Past, present and future of mobile payments research: A literature review. Electron. Commer. Res. Appl. 2008, 7, 165–181. [Google Scholar] [CrossRef] [Green Version]
- Nur, T.; Panggabean, R.R. Factors Influencing the Adoption of Mobile Payment Method among Generation Z: The Extended UTAUT Approach. J. Account. Res. Organ. Econ. 2021, 4, 14–28. [Google Scholar] [CrossRef]
- Staykova, K.S.; Damsgaard, J. Adoption of mobile payment platforms: Managing reach and range. J. Theor. Appl. Electron. Commer. Res. 2016, 11, 65–84. [Google Scholar] [CrossRef] [Green Version]
- Sleiman, K.A.A.; Juanli, L.; Lei, H.; Liu, R.; Ouyang, Y.; Rong, W. User Trust levels and Adoption of Mobile Payment Systems in China: An Empirical Analysis. SAGE Open 2021, 11, 21582440211056599. [Google Scholar] [CrossRef]
- Mallat, N.; Rossi, M.; Tuunainen, V.K.; Öörni, A. The impact of use context on mobile services acceptance: The case of mobile ticketing. Inf. Manag. 2009, 46, 190–195. [Google Scholar] [CrossRef]
- Kapoor, K.K.; Dwivedi, Y.K.; Williams, M.D. Empirical Examination of the Role of Three Sets of Innovation Attributes for Determining Adoption of IRCTC Mobile Ticketing Service. Inf. Syst. Manag. 2015, 32, 153–173. [Google Scholar] [CrossRef] [Green Version]
- Suki, N.M.; Suki, N.M. Flight ticket booking app on mobile devices: Examining the determinants of individual intention to use. J. Air Transp. Manag. 2017, 62, 146–154. [Google Scholar] [CrossRef]
- Prayoonphan, F.; Xu, X. Factors influencing the intention to use the common ticketing system (spider card) in Thailand. Behav. Sci. 2019, 9, 46. [Google Scholar] [CrossRef] [Green Version]
- Mallat, N.; Rossi, M.; Tuunainen, V.K.; Öörni, A. An empirical investigation of mobile ticketing service adoption in public transportation. Pers. Ubiquitous Comput. 2008, 12, 57–65. [Google Scholar] [CrossRef]
- Hardgrave, B.C.; Davis, F.D.; Riemenschneider, C.K. Investigating determinants of software developers’ intentions to follow methodologies. J. Manag. Inf. Syst. 2003, 20, 123–151. [Google Scholar] [CrossRef]
- Kim, C.; Mirusmonov, M.; Lee, I. An empirical examination of factors influencing the intention to use mobile payment. Comput. Hum. Behav. 2010, 26, 310–322. [Google Scholar] [CrossRef]
- Au, Y.; Kauffman, R. The economics of mobile payments: Understanding stakeholder issues for an emerging financial technology application. Electron. Commer. Res. Appl. 2008, 7, 141–164. [Google Scholar] [CrossRef]
- Hair Jr, J.F.; Black, W.C.; Babin, B.J.; Anderson, R.E. Multivariate Data Analysis; Pearson Education Limited: London, UK, 2010. [Google Scholar]
- Bagozzi, R.P.; Yi, Y. Specification, evaluation, and interpretation of structural equation models. J. Acad. Mark. Sci. 2012, 40, 8–34. [Google Scholar] [CrossRef]
- Brown, T.A.; Moore, M.T. Confirmatory Factor Analysis. Handbook of Structural Equation Modeling; The Guilford Press: New York, NY, USA, 2012. [Google Scholar]
- Schreiber, J.B.; Nora, A.; Stage, F.K.; Barlow, E.A.; Schreiber, J.B.; King, J. Reporting Structural Equation Modeling and Confirmatory Factor Analysis Results: A Review. J. Educ. Res. 2006, 99, 323–338. [Google Scholar] [CrossRef]
- Parasuraman, A.; Colby, C.L. An Updated and Streamlined Technology Readiness Index: TRI 2.0. J. Serv. Res. 2015, 18, 16. [Google Scholar] [CrossRef]
- Liébana-Cabanillas, F.; Lara-Rubio, J. Predictive and explanatory modeling regarding adoption of mobile payment systems. Technol. Forecast. Soc. Change 2017, 120, 32–40. [Google Scholar] [CrossRef]
- Coussement, M.A.; Teague, T.J. The new customer-facing technology: Mobile and the constantly-connected consumer. J. Hosp. Tour. Technol. 2013, 4, 177–187. [Google Scholar] [CrossRef]
- Albright, J.J.; Park, H.M. Confirmatory Factor Analysis Using Amos, LISREL, Mplus, and SAS/STAT CALIS; Indiana University: Bloomington, IN, USA, 2009. [Google Scholar]
- Schmitt, T.A. Current Methodological Considerations in Exploratory and Confirmatory Factor Analysis. J. Psychoeduc. Assess. 2011, 39, 304–321. [Google Scholar] [CrossRef] [Green Version]
- Jackson, D.L.; Gillaspy, A.; Purc-stephenson, R. Reporting Practices in Confirmatory Factor Analysis: An Overview and Some Recommendations. Psychol. Methods 2009, 14, 6–23. [Google Scholar] [CrossRef]
- Carmines, E.G.; McIver, J.P. An Introduction to the Analysis of Models with Unobserved Variables. Polit. Methodol. 1983, 9, 51–102. [Google Scholar] [CrossRef]
- Hu, L.T.; Bentler, P.M. Cutoff criteria for fit indexes in covariance structure analysis: Conventional criteria versus new alternatives. Struct. Equ. Model. 1999, 6, 1–55. [Google Scholar] [CrossRef]
- Browne, M.W.; Cudeck, R. Alternative Ways of Assessing Model Fit; SAGE Publishing: Thousand Oaks, CA, USA, 1992. [Google Scholar] [CrossRef]
Construct | Statement # | Statement |
---|---|---|
P. Ease of Use | 1 | Learning to use a mobile ticketing app for tourists would be easy for me. |
P. Ease of Use | 2 | I think it would be easy to purchase tickets with a mobile ticketing app for tourism. |
P. Ease of Use | 3 | I think it would be easy to validate tickets with a mobile ticketing app for tourism. |
P. Usefulness | 1 | Using a mobile ticketing app for tourists would make the ticket purchase and validation process faster. |
P. Usefulness | 2 | Using a mobile ticketing app for tourists would make it easier to purchase and validate tickets. |
P. Usefulness | 3 | I consider being more effective to buy tickets with the smartphone. |
Compatibility | 1 | I think that buying tickets with the smartphone is compatible with other uses that I make with a mobile phone. |
Compatibility | 2 | I think the smartphone is a suitable device to purchase tickets. |
Compatibility | 3 | I consider that mobile tickets are compatible with my habits. |
Compatibility | 4 | I consider that mobile tickets are compatible with the way I make tourism. |
Mobility | 1 | I believe it is possible to buy mobile tickets at any time. |
Mobility | 2 | I believe it is possible to buy mobile tickets anywhere. |
Mobility | 3 | I believe that the purchase of mobile tickets would reduce queues. |
Mobility | 4 | I believe that I can substitute the need for cash or travel card by purchasing a mobile ticket. |
Intention to Use | 1 | I would use a mobile ticketing app for tourists to purchase tickets in the city where I am doing tourism. |
Intention to Use | 2 | I would use a mobile ticketing app for tourists to validate tickets in the city where I am doing tourism. |
Intention to Use | 3 | I would use a mobile ticketing app for tourists if I were unfamiliar with the process of buying and validating tickets in the city where I am doing tourism. |
Intention to Use | 4 | I would use a mobile ticketing app for tourists if public transport only has information in a language I do not speak. |
Intention to Use | 5 | I would use a mobile ticketing app for tourists if I do not know the public transport network of the city where I am doing tourism. |
Intention to Use | 6 | I believe that a mobile ticketing app for tourists would improve my tourist experience. |
Sociodemographic Characterization | n | % |
---|---|---|
Gender | ||
Female | 200 | 57.0% |
Male | 151 | 43.0% |
Age Group | ||
≤30 | 183 | 52.1% |
[31–40] | 80 | 22.8% |
[41–50] | 42 | 12.0% |
[51–60] | 38 | 10.8% |
[61–70] | 7 | 2.0% |
≥71 | 1 | 0.3% |
Education | ||
No education | 1 | 0.3% |
Secondary education | 56 | 16.0% |
High education | 294 | 83.8% |
Occupation | ||
Unemployed | 6 | 1.7% |
Student | 96 | 27.4% |
Working-student | 5 | 1.4% |
Worker | 241 | 68.7% |
Retired | 3 | 0.9% |
How long have you been using smartphones | ||
Do not have a smartphone | 10 | 2.8% |
<6 months | 1 | 0.3% |
[6–24] months | 4 | 1.1% |
>24 months | 336 | 95.7% |
Have you ever made a payment with a mobile app | ||
No | 30 | 8.5% |
Yes | 321 | 91.5% |
Frequency of tourism travels | ||
Very frequently (at least 2 times in the last year) | 154 | 44% |
Frequently (once a year) | 144 | 41% |
Occasionally (1 time in the last 2 years) | 35 | 10% |
Rarely (1 time in the last 5 years) | 18 | 5% |
Construct | Item | Standardized Loading | Cronbach α (>0.7) | AVE (>0.5) | CR (>0.7) |
---|---|---|---|---|---|
Perceived Ease of Use | PEoU1 | 0.58 | 0.901 | 0.759 | 0.904 |
PEoU2 | 0.67 | ||||
PEoU3 | 0.66 | ||||
Perceived Usefulness | PU1 | 0.61 | 0.901 | 0.716 | 0.883 |
PU2 | 0.63 | ||||
PU3 | 0.73 | ||||
Compatibility | Com1 | 0.69 | 0.937 | 0.766 | 0.929 |
Com2 | 0.70 | ||||
Com3 | 0.74 | ||||
Com4 | 0.75 | ||||
Mobility | Mob1 | 0.68 | 0.829 | 0.547 | 0.827 |
Mob2 | 0.71 | ||||
Mob3 | 0.58 | ||||
Mob4 | 0.65 | ||||
Use Intention | UI1 | 0.78 | 0.916 | 0.634 | 0.910 |
UI2 | 0.78 | ||||
UI3 | 0.84 | ||||
UI4 | 0.64 | ||||
UI5 | 0.66 | ||||
UI6 | 0.75 |
Fit Measure | Criterion | CFA | SEM |
---|---|---|---|
Chi-squared/degrees of freedom (χ2/df) | χ2/df < 3 | 2.624 | 2.738 |
Root mean square error of approximation (RMSEA) | RMSEA < 0.08 | 0.068 | 0.070 |
Tucker–Lewis Index (TLI) | TLI > 0.90 | 0.956 | 0.953 |
Comparative fit index (CFI) | CFI > 0.90 | 0.965 | 0.962 |
Goodness of fit index (GFI) | GFI > 0.90 | 0.902 | 0.900 |
Hypothesis | Path | Estimate (β) | S.E. | p-Value | Result |
---|---|---|---|---|---|
H1 | P. Ease of use → P. Usefulness | 1.42 | 0.34 | p < 0.001 * | Supported |
H2 | P. Usefulness → P. Use intention | 0.17 | 0.08 | p = 0.036 * | Supported |
H3 | Compatibility → P. Usefulness | 2.49 | 0.55 | p < 0.001 * | Supported |
H4 | Mobility → Use intention | 0.85 | 0.32 | p = 0.009 * | Supported |
Publisher’s Note: MDPI stays neutral with regard to jurisdictional claims in published maps and institutional affiliations. |
© 2022 by the authors. Licensee MDPI, Basel, Switzerland. This article is an open access article distributed under the terms and conditions of the Creative Commons Attribution (CC BY) license (https://creativecommons.org/licenses/by/4.0/).
Share and Cite
Ferreira, M.C.; Oliveira, M.; Dias, T.G. To Use or Not to Use? Investigating What Drives Tourists to Use Mobile Ticketing Services in Tourism. Sustainability 2022, 14, 6622. https://doi.org/10.3390/su14116622
Ferreira MC, Oliveira M, Dias TG. To Use or Not to Use? Investigating What Drives Tourists to Use Mobile Ticketing Services in Tourism. Sustainability. 2022; 14(11):6622. https://doi.org/10.3390/su14116622
Chicago/Turabian StyleFerreira, Marta Campos, Manuel Oliveira, and Teresa Galvão Dias. 2022. "To Use or Not to Use? Investigating What Drives Tourists to Use Mobile Ticketing Services in Tourism" Sustainability 14, no. 11: 6622. https://doi.org/10.3390/su14116622