Open AccessCustomer Satisfaction of Bangladesh Railway E-Ticketing System:
Author(s) -
Zannatul Ferdous,
Fawziyah Faiza Islam,
Farabi N A Rahman,
Maruf Hasan Rumi
Publication year - 2021
Publication title -
bangladesh journal of public administration
Language(s) - English
Resource type - Journals
eISSN - 2664-4622
pISSN - 1563-5023
DOI - 10.36609/bjpa.v30i1.94
Subject(s) - business , customer satisfaction , ticket , service quality , marketing , service (business) , government (linguistics) , payment , purchasing , value (mathematics) , advertising , finance , computer security , computer science , linguistics , philosophy , machine learning
E-ticketing service is one of the most popular innovations in the rail transportation service. Considering the significance of the service, the study aims to explore customer satisfaction of the e-ticketing system of the Bangladesh Railway. It also investigates the gender perspective in regards to the service quality dimensions. A cross-sectional study was conducted among 361 respondents, followed by a quantitative approach. A structured questionnaire was used to survey the passengers from different railway stations in Dhaka City. The findings showed that the service quality indicators such as well customized website (ß= .130, p value< 0.05), ease of using the website (ß = .339, p value<0.05), ticket purchasing and website crash (ß = .162, p value< 0.05), web browsing security (ß = .150, p value< 0.05), NID & credit card payment security (ß = .186, p value< 0.05) have significant impact on customer satisfaction. Both Multivariate analysis of variances and discriminant analysis revealed that male and female customers have a significant variation in perception regarding user-friendliness and fulfilment dimension. Concentrating on the findings, the study has also suggested some implications to the government and the concerned organizations, such as enforcing gender-sensitive policy (reserved compartments for women in railway service) to increase female satisfaction of the e-ticketing service of Bangladesh Railway.