IDEAS home Printed from https://ideas.repec.org/a/ids/ijsoma/v9y2011i4p491-505.html
   My bibliography  Save this article

Customers' quality perceptions towards online railway reservation services in India: an exploratory study

Author

Listed:
  • Arpita Khare
  • Meenakshi Handa

Abstract

With increased globalisation, technology is witnessing growing application and acceptance across service delivery platforms. Service organisations are using technology for improving their service quality and customer service culture by developing profitable, long-term relationships with customers (Webster, 1992; Achrol, 1997; Gounaris, 2005). Delivery of superior service quality is an important determinant of success in the service industry. An exploratory research was conducted to study customer experience of the online reservation system of the Indian railways. The purpose was to understand the customer's perception regarding technology deployment in improving services. Dimensions of the service quality model (Parasuraman et al., 1988) were used for understanding perceptions regarding the online railway reservation system. The study indicates that though the service is gaining acceptability in the country, there still exists considerable scope for improvement in customer experience with regard to the various service quality dimensions for the online reservation system. Based on the findings of the study, recommendations for improvement in various aspects of the service are stated.

Suggested Citation

  • Arpita Khare & Meenakshi Handa, 2011. "Customers' quality perceptions towards online railway reservation services in India: an exploratory study," International Journal of Services and Operations Management, Inderscience Enterprises Ltd, vol. 9(4), pages 491-505.
    • Handle: RePEc:ids:ijsoma:v:9:y:2011:i:4:p:491-505
    as

    Download full text from publisher

    File URL: http://www.inderscience.com/link.php?id=41243
    Download Restriction: Access to full text is restricted to subscribers.
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Rupesh Kumar & Rajat Agrawal & Vinay Sharma, 2013. "e-Applications in Indian Agri-Food Supply Chain: Relationship among Enablers," Global Business Review, International Management Institute, vol. 14(4), pages 711-727, December.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:ids:ijsoma:v:9:y:2011:i:4:p:491-505. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Sarah Parker (email available below). General contact details of provider: http://www.inderscience.com/browse/index.php?journalID=150 .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.