Customer Satisfaction of Bangladesh Railway E-Ticketing System:

A Gender Perspective

Authors

  • Zannatul Ferdous University of Dhaka
  • Fawziyah Faiza Islam University of Dhaka
  • Farabi N A Rahman University of Dhaka
  • Maruf Hasan Rumi University of Dhaka

DOI:

https://doi.org/10.36609/bjpa.v29i3.94

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

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Published

2021-06-22

Issue

Vol. 29 No. 3 (2021)

Section

Articles

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How to Cite

Customer Satisfaction of Bangladesh Railway E-Ticketing System:: A Gender Perspective. (2021). Bangladesh Journal of Public Administration, 29(3). https://doi.org/10.36609/bjpa.v29i3.94