Effects of perceived risks and trust on adoption of e-ticketing: a case of potential adopters in Dar-es-Salaam, Tanzania

There is an anxiety of users’ adoption/rejection felt among growing businesses using internet as new channel for providing different services. Understanding what factors are important for users to adopt this new technology is the challenge for researchers and service providers. The research aimed at gaining better understanding of factors affecting on e-ticketing adoption in Tanzanian. The formulated framework based on the reviewed literature explained the determinants of consumers’ adoption of e-ticketing which are trust, perceived risks, usefulness and ease of use of e-ticketing. Dar-es-Salaam city was chosen as the case study because it offers a fairly dense population of various businesses capable of using e-ticketing. The data were collected from 150 subjects using a self-reported survey questionnaire. Data analysis using regression analyses provided evidence to support two out of four hypotheses formulated, implying that significant relationships exist between perceived ease of use, and perceived usefulness and users’ willingness to adopt e-ticketing in Tanzania; likewise, there was no significant relationship between perceived risks, trust and users’ willingness to adopt e-ticketing. As theoretical contribution, the study has attempted to extend Technology Acceptance Model (TAM) by adding perceived risk and trust as an external variable specifically in e-ticketing adoption. Clear attention on e-ticketing issues by regulators, and adoption of secure and ease to use services by its service providers were recommended. For future research, it was suggested to add more factors like the role of IT related knowledge on the e-ticketing adoption model.