A Study on Determinants of Customer Satisfaction in E-enabled bus booking platforms
Main Article Content
Abstract
E-enabled ventures (especially the online bus booking services) have witnessed impressive growth in India during last decade. Especially after COVID-19, customer shift towards online services is expected to augment. This paper is an attempt to develop a scale for determinants of customer satisfaction amongst the existing users of online bus booking (e-enabled platform).Using e-SERVQUAL model by Parasuraman et al. (2005), a draft instrument was designed. Since online bus services also includes physical experience of services offered, Tangibility factor was added in the construct. The questionnaire was tested on a sample of existing users of online bus booking services (n=105). After checking for the adequate reliability score, Exploratory factor Analysis (EFA) was performed. It resulted into extraction of four factors such as Contact, Fulfilment, Privacy and Responsiveness, accounting for 50.5% of total variance explained. Validating this scale on a larger sample for generalisation of the results would be the future agenda of research. Development of India specific scale for e-enabled business models in public transports can be considered as one of the major contribution of this study.
Downloads
Metrics
Article Details
Licensing
TURCOMAT publishes articles under the Creative Commons Attribution 4.0 International License (CC BY 4.0). This licensing allows for any use of the work, provided the original author(s) and source are credited, thereby facilitating the free exchange and use of research for the advancement of knowledge.
Detailed Licensing Terms
Attribution (BY): Users must give appropriate credit, provide a link to the license, and indicate if changes were made. Users may do so in any reasonable manner, but not in any way that suggests the licensor endorses them or their use.
No Additional Restrictions: Users may not apply legal terms or technological measures that legally restrict others from doing anything the license permits.