A STUDY ON FACTORS THAT INFLUENCE THE PASSENGER SATISFACTION IN E�TICKETING EXPERIENCE IN COIMBATORE

Dr. Leema Rosaline

Volume : VI, Issue : IX, September - 2016

A STUDY ON FACTORS THAT INFLUENCE THE PASSENGER SATISFACTION IN E�TICKETING EXPERIENCE IN COIMBATORE

Dr. Leema Rosaline

Abstract :

The daily growth of the internet and electronic ticketing has become an integral part of Southern Railways for increased profits through better customer service. The electronic ticketing (E– ticketing) is experiencing growth in Coimbatore. This study is defining Coimbatore customer’s satisfaction with online purchasing experience using the Technology Acceptance Model (TAM). Customer satisfaction factors included ease of use, website design, payment security, interactivity and information quality of the website. The objective of this study is to examine the extent to which these five factors effect passenger’s satisfaction with Southern Railways in Coimbatore. Data collected from 112 passengers of Southern Railways in Coimbatore. The results show that, there are three significant factors, interactivity, payment security and ease of use, affect satisfaction with the e–ticketing experience on customer satisfaction in Coimbatore.