Assessing the quality of rail ticket reservation systems: Cases from Indonesia

This study compared the quality of e-commerce of rail ticket reservation system among one government-owned and two privately-owned agencies in Indonesia. The best two private agencies were chosen based on popularity and award won. There is lack of research interest in the transportation domain, particularly in developing countries, even though some studies exist. We applied WebQual method as website quality metric for three dimensions: Usability, Information Quality, and Service Interaction Quality. We asked 100 respondents between September-October 2013 using WebQual questionnaire, translated into Indonesian language. The validity and reliability test shows all of the questions to be valid. Overall result shows that there is no significant difference in the quality of rail ticket reservation systems between government-owned and privately-owned agencies.