Determinants of Customer Satisfaction towards E-Ticketing System of Indian Railways

Transcription

1 Determinants of Customer Satisfaction towards E-Ticketing System of Thank you for participating in our survey. Your feedback is important. Are you male or female? o Female o Male What is your age? o 17 or younger o o o o o o 60 or older In what country do you currently reside? o United States o UK o INDIA o Other (please specify) Which of the following best describes your current relationship status? o Married o Widowed o Divorced o Separated o Single, never married Which of the following categories best describes your employment status? o Employed, working full- o Employed, working part- o Not employed, looking for work o Not employed, NOT looking for work o Retired o Disabled, not able to work For the following factors, Rank 1 for most important, 2 for 2nd important and so on up to 7) why you opted for marketing of? o Convenient o Time saving o No long queues o Buying s 24/7 (at any & from anywhere)

2 o Price saving o Easy access to o New technology experience For the following factors, Rank 1 for most important, 2 for 2nd important and so on up to 9) what challenges posed by marketing of? o Very busy network o Risky to use credit card o Difficulty in cancellation or refund o payment facility o privacy of personal o Risk of wrong o Expensive o Complex o Don t know how to use Please rate below mentioned dimensions on a 5-point rating scale ranging from Very to Very towards the various tourism and gathering : Fare enquiry Train schedule Seat status availability departure Frequently questions Tour packages Hotel booking asked Very Very Fare enquiry Very Train schedule Very status Very departure Very questions Very Very Tour packages Very Hotel booking Very Fare enquiry Train schedule status departure questions Tour packages Hotel booking Fare enquiry Train schedule status departure questions Tour packages Hotel booking Car rental Car rental Very Car rental Car rental Please rate below mentioned factors on a 3-point rating scale ranging from to towards website:

3 Registration Registration Registration Registration Navigation Navigation Navigation Navigation Login Login Login Login Booking quality Booking quality Booking quality Booking quality Refund Refund Refund Refund Cancellation Cancellation Cancellation Cancellation I- I- I- I- E- E- E- E- Please rate below mentioned factors resisting the Non-Users to adopt marketing of on a 5-point rating scale ranging from Strongly to Strongly : of to make use of ( ) Strongly Strongly of Strongly benefits of of Strongly about how of ( ) Strongly of and of ( ) of and of ( ) of and of ( ) of Strongly benefits of Strongly about how of ( ) Strongly

4 and Privacy of your of your Strongly Strongly error while Strongly Strongly would be to operate to operate Strongly to operate Strongly

5 for for Strongly for for for for Strongly at at home or Strongly at at at at Strongly reserve a reserve a Strongly reserve a Strongly Strongly Strongly is is Strongly is is is is Strongly expensive to use use of Strongly use use use use of Strongly