Customer Satisfaction of Bangladesh Railway E-Ticketing System:

A Gender Perspective

  • Zannatul Ferdous University of Dhaka
  • Fawziyah Faiza Islam University of Dhaka
  • Farabi N A Rahman University of Dhaka
  • Maruf Hasan Rumi University of Dhaka
Keywords: E-Ticketing, Customer Satisfaction, E-S-QUAL, Bangladesh Railway

Abstract

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.

Author Biographies

Zannatul Ferdous, University of Dhaka

Department of Public Administration, University of Dhaka

Fawziyah Faiza Islam, University of Dhaka

Department of Public Administration, University of Dhaka

Farabi N A Rahman, University of Dhaka

Department of Public Administration, University of Dhaka

Maruf Hasan Rumi, University of Dhaka

Department of Public Administration, University of Dhaka

Published
2021-06-22
How to Cite
Ferdous, Z., Islam, F. F., Rahman, F. N. A., & Rumi, M. H. (2021). Customer Satisfaction of Bangladesh Railway E-Ticketing System:. Bangladesh Journal of Public Administration, 29(3). https://doi.org/10.36609/bjpa.v29i3.94
Section
Articles