E-Ticketing System Reduces Ticket Brokerage at Purabaya Terminal, Study Finds
A recent study conducted by a team of Indonesian public administration researchers reveals that the implementation of an e-ticketing system at Purabaya Terminal in East Java has significantly improved service transparency and reduced ticket brokerage practices. The research, published in 2025 in a peer-reviewed journal, highlights how digital transformation in public transportation can address long-standing service issues. The findings are important as they show how technology, when properly implemented, can improve fairness, efficiency, and passenger experience in one of Indonesia’s busiest transport hubs.
Background: Persistent Problems in Public Transportation
Purabaya Terminal, the largest Type A terminal in East Java, has long struggled with ticket brokerage practices. These brokers often manipulate ticket availability, causing passengers to pay higher prices and experience inconvenience. Common complaints include long queues, unclear information, and unreliable service systems.
Previous studies have shown that public service quality in Indonesia’s transportation sector often remains below expectations. Digital solutions such as e-ticketing have been introduced to modernize services. However, their success depends not only on technology but also on human resources, infrastructure readiness, and public understanding.
The research also connects this issue to broader challenges in digital public services, including low digital literacy and weak communication between service providers and users.
Methodology: Qualitative Analysis of Policy Implementation
The study uses a qualitative descriptive approach to examine how the e-ticketing system operates at Purabaya Terminal. Data were collected through:
- In-depth interviews with key stakeholders, including terminal officers, transportation authorities (BPTD), technology providers, and passengers
- Direct observations of ticketing processes
- Documentation of policy implementation
The analysis applies George C. Edward III’s policy implementation framework, focusing on four key factors:
- Communication
- Resources
- Implementer disposition (attitudes and commitment)
- Bureaucratic structure
This framework helps explain how well the policy is executed in real-world conditions.
Key Findings: Improved Transparency but Ongoing Challenges
The study finds that the e-ticketing system has brought measurable improvements, particularly in reducing opportunities for ticket brokers. However, several challenges remain.
Main findings include:
- Increased transparency: Digital ticketing allows passengers to access official pricing and schedules, limiting broker manipulation
- Reduced brokerage activity: The system narrows the space for illegal ticket reselling practices
- Communication gaps: Information about e-ticketing has been shared through various channels, but not all passengers fully understand how to use it
- Adequate human resources: Staff are generally capable and supportive of the system
- Technical issues: Infrastructure problems, such as system disruptions and network instability, still occur
- Positive implementer attitude: Officers show commitment to improving service quality
- Structured bureaucracy: Clear standard operating procedures (SOPs) are in place, but coordination between units needs strengthening
These findings confirm that technology alone is not enough. Successful implementation requires strong coordination and continuous improvement.
Implications: Toward Better Public Transportation Services
The research highlights several practical implications for improving public transportation services in Indonesia:
- Strengthening communication strategies: Authorities need to expand outreach and education so all users can access and understand e-ticketing systems
- Improving infrastructure: Reliable networks and system maintenance are essential to avoid service disruptions
- Enhancing human resource capacity: Continuous training for staff can improve responsiveness and service quality
- Optimizing coordination: Better collaboration between government agencies and technology providers will ensure smoother operations
The study emphasizes that digital transformation must be supported by a holistic approach involving technology, people, and governance.
One key insight from the researchers states that the success of e-ticketing depends on “the integration of effective communication, reliable infrastructure, and strong institutional coordination to ensure sustainable service improvements.” This perspective reflects the importance of aligning policy design with real-world implementation.
Real-World Impact
The findings are highly relevant for policymakers and transportation authorities across Indonesia. As cities continue to adopt digital systems, lessons from Purabaya Terminal can guide future implementations.
For passengers, improved e-ticketing systems mean:
- Fairer ticket prices
- Better access to information
- Reduced reliance on intermediaries
- More secure and efficient travel experiences
For government institutions, the study provides evidence that digital innovation can enhance public trust when implemented effectively.
Author Profile
The research was conducted by a team of scholars specializing in public administration and public policy in Indonesia. Their expertise includes digital governance, transportation policy, and service innovation. The authors are affiliated with Indonesian higher education institutions and have contributed to studies on public service reform and technology-based policy implementation.
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