Asia Pacific University of Technology and Innovation

• BUSINESS 20

• Asian Pacific University Investigation Report TP027646 Table of Contents 1.1 Background of Study...............................................................................................................3 1.2 Problem Identification.........................................................................................................4 1.3 Research Objective..............................................................................................................6 1.3.2 Research Question........................................................................................................6 1.4 Hypothesis of Study.............................................................................................................7 1.5 Significance of study............................................................................................................7 1.5.1 Theoretical perspective.................................................................................................8 1.5.2 Management perspective..............................................................................................8 1.5.3 Academic perspective...................................................................................................8 1.6 Limitations of the Study......................................................................................................8 1.7 Terminology Definition............................................................................................................9 1.8 Research Framework.............................................................................................................11 1.9 Deliverables (Scope of Study)................................................................................................11 CHAPTER 2...............................................................................................................................12 LITERATURE REVIEW............................................................................................................12 2.1 Electronic ticketing............................................................................................................12 2.2 Drivers of Trust and Individual Variances in Airline Electronic Ticketing...........................14 2.2.1 Perceived Security and Perceived Privacy...................................................................14 2.2.2 Familiarity with Online Purchase................................................................................15 2.2.3 Personal Trust Disposition..........................................................................................16 2.2.4 Airline E-ticketing Experience.....................................................................................17 2.3 Models and Theories.........................................................................................................18 2.3.1 Theory of Reasoned Action (TRA)...............................................................................18 2.3.2 Triandis Model............................................................................................................19 2.3.3 Technology Acceptance Model...................................................................................21 CHAPTER 3...............................................................................................................................22 METHODOLOGY......................................................................................................................22 2 Asian Pacific University Investigation Report TP027646 3.1 Research Design....................................................................................................................22 3.2 Sampling Population..............................................................................................................22 3.3 Questionnaire Development and Design...............................................................................23 3.3 Data Analysis.........................................................................................................................24 3.4 Ethical Considerations...........................................................................................................25 3.5 Summary of Research Methodology.....................................................................................25 4.0 References.............................................................................................................................26 Appendix 1: Survey Questionnaire..............................................................................................34 Appendix 2: PSF Form.................................................................................................................39 List of Figures Figure 1: The Determinants of adopting airline e-ticketing among Malaysian Internet Users.. .11 Figure 2: The Theroy of Reasoned Action (TRA)........................................................................19 Figure 3: Triandis Model............................................................................................................20 Figure 4: Technology Acceptance Model....................................................................................21 Figure 5: Seven Point Likert Scale..............................................................................................24 List of Tables Table 1: Internet Usage in correlation with population growth in Malaysia.................................4 Table 2: Hypothesis.......................................................................................................................7 Table 3: Key term definitions.........................................................................................................9 Table 4: Definitions of Factors in the Theory of Reasoned Actions.............................................19 Table 5: Definitions of Variables in Triandis Model....................................................................20 List of Appendices Appendix 1: Survey Questionnaire..............................................................................................34 Appendix 2: PSF Form.................................................................................................................39 Appendix 3: Ethics Form..............................................................................................................51 Appendix 4: Log Sheets...............................................................................................................52 CHAPTER 1 3 Asian Pacific University Investigation Report TP027646 INTRODUCTION 1.1 Background of Study E-tickets are increasingly becoming popular given that airline companies are anticipating enhancing their revenue, expansion of market, enhancement in customer service as well as communication, including the reduction of a company’s expenses over the execution of e-commerce (Benjamin.F, Yoke.C, Dammon.Y, 2013). On the contrary, travel agents also acquire their share of benefits by saving on the overhead expense with regards to delivering tickets to their customers (Ronnie.C, Pamela.L, 2009). An airline ticket enables