Boka biljetter online : Hur ska biljettbokningssystem designas för att tillfredställa kunden?

• Main Author: Freedman, Simon
• Format: Others
• Language: Swedish
• Published: Södertörns högskola, Institutionen för naturvetenskap, miljö och teknik 2014
• Subjects: reservations; Online bookings; Event tickets; Customer satisfaction
• Online Access: http://urn.kb.se/resolve?urn=urn:nbn:se:sh:diva-26043

In today's society we are used to regularly visit the sport arena to cheer for our favorite team, we go to the cinema to enjoy a good movie or maybe to the theatre to experience a grand performance. It has become far more common in the last years to buy tickets to these kinds of events online. To make sure that the customer will keep on buying their tickets from the online booking companies the booking experience itself has to be hassle-free and easy to understand. The customer will most likely, if possible, avoid the website if the booking itself is experienced as having problems and insecurities.   The purpose of this study is to determine some of the most fundamental designs and functions of online booking websites today as perceived by the general public. This study will also examine some of the existing online booking websites. The empirical methods used in this study was of both quantitative and a qualitative nature to ensure that the data collected would be suited to secure a substantial analysis. The qualitative method consisted of an observation of the earlier mentioned online booking websites. These already existing functions and designs were then used to create a checklist that was used to see which websites had which designs. The quantitative method was an online survey created to collect both the public's most wanted features, their opinion of these and how an online booking could be optimized. This study presents the different functions and designs that the respondents prefers while making an online booking. It also shows the existing functions and designs amongst booking sites today. These sites are then also evaluated according to the respondents answers to see which online booking site that is preferred. The results in this study shows that the costumers want the booking system to show the chosen event to be visible during the course of the booking, they want to be able chose their exact seats and they want to the booking to be made in as few pages and klick's as possible.