FACTORS DETERMINING THE SERVICE QUALITY OF E-TICKETING PROCESS IN INDIAN CONTEXT – AN EMPIRICAL STUDY

Abstract

The aim of the present study attempted to measure the factors influencing the service quality of e-ticketing and characterize Indian tire three city's customer satisfaction with web purchasing experience. So many works have been done in service quality of e-ticketing whereas service quality of e-ticketing with respect to both rail and bus transport is very few especially in the Indian context. For this study, a selfadministered questionnaire was drafted and proclamations were coined in discussion with the subject specialists and on line with the references from literature survey. The data was collected by convenience sampling method and customers crosswise over different demographic profiles were covered for the examination. The framework of analysis includes descriptive statics, one-way ANOVA and correlation analysis and reliability analysis. Service Quality factors included ease of use, web composition, information security, specialized help offered by the site and customer satisfaction. The study also found that age, gender and education as the associating profiles in measuring the service quality factors. All the factors were found to be significantly correlated to each other and the same was dealt analytically through correlation analysis. The results of the study confirm the importance of the factors as a vital tool that support organisation’s attempts to encourage their customers to continue using online channels. In the growing world of digitalization, the expectations of the people are increasing this study will help the service providers to understand the gap and enhance the service quality.