A study on e-service quality of internet ticketing as perceived by the passengers

Abstract

Indian Railways is becoming technologically highly developed and the fact that people can book their tickets online. The people who be acquainted with how to access internet on computers, can simply obtain reservation done on the internet itself. Indian Railway’s online booking system has changed the system of reservation in India. The most excellent thing about this service is that one can get reservation done, sitting at home before the computer. Hence, customer oriented features with a range of services can be developed to make access of railways more simplified and comfortable. All the aspects bring out a positive return on the activities of IRCTC.