Open AccessA Study on Determinants of Customer Satisfaction in E-enabled Bus Booking Platforms
Author(s) -
A. Deogadkar,
Saket Kale
Publication year - 2021
Publication title -
türk bilgisayar ve matematik eğitimi dergisi
Language(s) - English
Resource type - Journals
SCImago Journal Rank - 0.218
H-Index - 3
ISSN - 1309-4653
DOI - 10.17762/turcomat.v12i2.1771
Subject(s) - servqual , exploratory factor analysis , sample (material) , customer satisfaction , scale (ratio) , variance (accounting) , reliability (semiconductor) , computer science , business , exploratory research , marketing , service (business) , service quality , power (physics) , chemistry , physics , accounting , chromatography , quantum mechanics , sociology , anthropology
E-enabled ventures (especially the online bus booking services) have witnessed impressive growth in India during last decade. Especially after COVID-19, customer shift towards online services is expected to augment. This paper is an attempt to develop a scale for determinants of customer satisfaction amongst the existing users of online bus booking (e-enabled platform). Using e-SERVQUAL model by Parasuraman et al. (2005), a draft instrument was designed. Since online bus services also includes physical experience of services offered, Tangibility factor was added in the construct. The questionnaire was tested on a sample of existing users of online bus booking services (n=105).
After checking for the adequate reliability score, Exploratory factor Analysis (EFA) was performed. It resulted into extraction of four factors such as Contact, Fulfilment, Privacy and Responsiveness, accounting for 50.5% of total variance explained. Validating this scale on a larger sample for generalisation of the results would be the future agenda of research. Development of India specific scale for e-enabled business models in public transports can be considered as one of the major contribution of this study.