Boosting User Engagement in Ticketing System Through Gamification in Indonesia

Abstract

The rapid growth of mobile applications in Indonesia, exemplified by the rise from 7.31 billion downloads in 2021 to 7.56 billion in 2023, poses a significant challenge in retaining user engagement post-download. This study explores how gamification can enhance user engagement in ticketing applications. Using the Self-System Model of Motivational Development (SSMMD), we investigate the influence of gamification elements achievement, social, and immersion orientations on satisfying users' psychological outcomes (competence, autonomy, and relatedness) and their impact on user engagement. Data collected from Ticketing system users indicate that gamified features significantly improve user satisfaction and engagement, promoting continued app usage, positive word-of-mouth, and higher app ratings. These findings provide crucial insights for app developers and marketers in Indonesia, suggesting that effective gamification strategies can lead to better user retention and overall app success.