Abstract – AOCRJ-V5I1P3

Comparing Cost Convenience, and Customer Satisfaction of Preferred Railway
Ticket Booking Websites in India: An Empirical Study

Vatika. Rathi
School of Liberal Studies, Pandit Deendayal Petroleum University, Gujrat India

Vaishnavi. Venugopalan
School of Liberal Studies, Pandit Deendayal Petroleum University, Gujrat India

Abstract:
This empirical research comparatively analyses three aspects viz. cost, convenience, and customer satisfaction of railway ticket booking websites managed by government and private companies in India. The most preferred five railway ticket booking websites–IRCTC, MakeMyTrip, ClearTrip, Yatra, and Ixigo are selected for comparison using data collected from 103 respondents in India. Comparison is also made by visiting these websites and actually making booking attempts while comparing websites side by side. It is found that government run website www.irctc.co.in is most preferred website among the respondents. Also in parameters such as website loading speed, ease of use, website security and reliability, customer care, and in ticket prices MakeMyTrip is the second, IRCTC being first. Customer satisfaction is higher for booking confirmation compared to booking process or receipt of tickets. On the basis of customers’ responses and website comparison, these websites are then ranked.

Key Words: e-ticketing, convenience, customer satisfaction, websites

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