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Stream/Area:
-
Subject:
-
Paper ID:
IJSREM62217
Volume:
10 |
4 |
April 2026
Pages:
1-4
Publication Frequency:
Monthly (12 issues per year)
License:International Journal of Scientific Research in Engineering and Management follows the Creative Commons Attribution 4.0 (CC BY 4.0) License, allowing free use and distribution with proper attribution.
Department of Commerce
Sri Ramakrishna College of Arts & Science for Women, Coimbatore.
Department of Commerce
Sri Ramakrishna College of Arts & Science for Women, Coimbatore.
The rapid digitalization of railway services has significantly transformed passenger interaction with ticketing systems in India. This study examines the impact of passenger perception and attitude on satisfaction with e-railway services, particularly focusing on Indian Railway Catering and Tourism Corporation and third-party service providers in Coimbatore. A descriptive research design was adopted, and primary data were collected from 120 respondents using a structured questionnaire. Statistical tools such as percentage analysis, correlation, and regression were used. The findings indicate that perception factors such as reliability, ease of use, and security, along with user attitude, significantly influence passenger satisfaction. The study highlights the need for improving technological efficiency and service quality to enhance customer experience.
KEYWORDS
The study concludes that passenger perception and attitude significantly influence satisfaction with e-railway services. While IRCTC remains the primary platform for railway bookings, improvements in service quality and technological infrastructure are essential to meet growing user expectations. Enhancing reliability, security, and user experience will lead to higher satisfaction and increased adoption of digital railway services.
1. Esakkiammal, C. (2023). Passenger Satisfaction in IRCTC Online Booking 2. Devaram et al. (2024). Passenger Perception towards IRCTC Services 3. Ranjan et al. (2020). Service Quality and Passenger Satisfaction 4. Ighomereho et al. (2022). E-Service Quality Model 5. Sharma (2020). Online Booking Satisfaction Study
Publication Date
5/9/2026
Peer Review Type
Double-Blind Peer Review
Review Rounds: 2
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Conflict of Interest
The authors declare no conflict of interest related to this research work.
Funding Information
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