Teresa Galvão

Abstract
The tourism sector has been facing continuous growth. It plays a vital role in countries' economic development, highlighting the need to keep nurturing it by making it easier and more attractive. This paper presents Tourism as a Service - an innovative concept that aims to ease a day in the life of a tourist by integrating services that might be found spread out through separate tools and services, including ticketing in public transport and touristic attractions, route planning, information, among others. First, focus groups were done in order to understand the users' needs regarding the use of a mobile ticketing solution in tourism. The findings from the literature reviewed and the previous step were then prioritized by relevance in a questionnaire sent to potential users, allowing the creation of a medium-fidelity prototype. The validation through usability testing confirmed an interest in the proposed solution. The critical design choices surrounding the proposed solution were discussed along with improvements and further work to be done.

Abstract
The advantages associated with mobile ticketing solutions are undeniable; however, most of these solutions are designed for the local population without taking into account the specific needs of tourists. Therefore, this study fills an important research gap in the literature by assessing the adoption drivers of mobile ticketing services by tourists and pointing out possible directions to the design of such services. The proposed model includes constructs of the technology acceptance model (TAM), diffusion of innovations (DOI) theory, and others widely disseminated in the literature on mobile payments, such as mobility. The model was empirically tested through an online survey, and Structural Equation Modeling (SEM) was applied to analyze the data. The results show that the intention of tourists to use mobile ticketing services is positively affected by the perceived usefulness and mobility. The survey findings also describe additional services that respondents value in a mobile ticket service for tourists, both in normal and in pandemic contexts, useful to shape future mobile ticketing solutions for tourists.

Abstract

Abstract

Abstract
Technological advances and the use of mobile solutions to make smartphone users’ daily life easier is a mindset that has revolutionized the society lifestyle in the past years. In the public transport sector, mobile ticketing is an example of the applicability of mobile solutions in a real context. Using one smartphone to purchase and validate tickets is a revolutionary idea that has acquired fans around the world. The convenience of use and time savings throughout the process are positive aspects, however, the success of the adoption of such services is limited. Based on the case of Porto, Portugal and particularly of the mobile app And, this study intends to understand customer churn factors of mobile ticketing services by analysing data from customer complaints and from usage history. Thus, an analysis of the complaints, the complainers and the effects of complaints is presented. A strategy for capturing and retaining users is also proposed considering four stages of mobile ticketing apps lifecycle: user onboarding, user engagement, user retention and user reinstall. © 2021, ICST Institute for Computer Sciences, Social Informatics and Telecommunications Engineering.