Exploring the factors of using mobile ticketing applications: Perspectives from innovation resistance theory

Abstract

This passenger resistance to adopting innovative mobile services has been widely discussed and needs more examination. The present research model used the innovation resistance theory factors, including usage barriers, value barriers, risk barriers, tradition barriers, and image barriers, to verify the antecedents of mobile ticketing application usage. A mobile ticketing app includes making seat reservations, payment, ticket collection, and entry and boarding procedures. Additionally, the model considers the impact of technological anxiety, personal innovation characteristics, informativeness, and word of mouth to identify critical factors in determining resistance barriers and willingness to adopt. A questionnaire was distributed over the Internet, and responses were analyzed using statistical analysis software to test the proposed hypotheses. The analysis results found that the factors of Innovation Resistance Theory negatively affected intention to use the T-Express app. Among these, the tradition barrier is the first key factor. Moreover, the consumer and communication characteristics had significant effects on barrier factors. This research provides useful insights and suggestions for improving mobile ticketing app usage based on the findings.