Passenger Perception towards E-ticketing Services, Airline Industry

  • Dr.Sc. Nail Reshidi University of Prishtina
  • MSc. Saranda Kajtazi University of Prishtina
  • MSc. Lorik Abdullahu University of Prishtina
Keywords: E-Ticketing, Grounded Theory, Critical Incidents Technique, Adaptability, Practicality, Cost Saving, Time Saving, IT-Education,


This paper aims to identify the critical dominant incidents and key instigators that influence on usage or lack of usage of e-ticketing by Kosovo Air Passengers.

The research at hand utilizes the Grounded Theory of Barney Glaser and Anselm Strauss, and the Critical Incident Technique in order to identify the factors that influence on the (diss) satisfaction of the travellers in using e-ticketing. For the purpose of this paper, the empirical data were gathered through interviews by using open ended questions. Among 93 interviews with the random selected passengers, 13 interviews were deemed as invalid.

The empirical results highlighted the need for raising the consciousness regarding the efficacy and the advantages of eticketing. On the other hand, many other passengers cannot conceive the possibility of travelling without use of e-ticketing, given that in the past they spent much time in finding the right agent, desired destination, purchase difficulties in making reservation, confirmation, changes, or they had to carry large amounts of cash money to buy tickets which raised insecurity concerns.

Research is limited only to the description of critical incidents that occurred in Prishtina International Airport. Majority of the respondents were highly-educated with high income status. These characteristics create a bias and constrain our ability to extrapolate from the findings. Nevertheless, the study serves as a point for more in-depth analysis and discussion on e-ticketing behaviour in Airline industry.


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