The Impact of Online Ticket Booking Platform Quality on Customer Satisfaction

As performing arts culture rapidly expands, the quality of online ticket booking platforms is becoming increasingly important. This study analyzes the relationship between platform quality and customer satisfaction, focusing on how customers perceive platform quality. Surveys were conducted with consumers who have experience with online ticket bookings, and multiple regression analysis was used to evaluate the impact of platform quality on satisfaction. Results show that information quality, system quality, and service quality all positively affect customer satisfaction, with system and service quality having a greater impact than information quality. This suggests that consumers value the platform’s stability, usability, and service quality. The study also found that while information quality was rated highest by customers, service quality still requires improvement. Based on these findings, the study emphasizes the need for service quality enhancements, such as simplifying refund policies and reducing customer inconvenience. It also suggests developing personalized recommendation systems to improve overall platform quality. This research aims to contribute to the future development of online ticket booking platforms, supporting the growth of performing arts culture and increasing consumer satisfaction.