Measuring Website Quality Of The Indian Railways

• Authors: Rajesh Kumar Jain , Santosh Rangnekar
• Languages of publication: EN

Abstracts

EN

Websites are being widely used for commercial purpose in both private and public sectors. Whether such widespread use and dependency on web enhances the satisfaction among its users or not is to be understood. The objective of the present study is to examine and analyze the quality of the website of the Indian Railways. The Indian Railways website quality was compared with a perceived ideal website. The attributes for assessing the website quality of a railways were developed on the basis of pertaining literature review, interview with some of the web site users and with personal observations. In the present study the mean value in case of the Indian Railways is 36.28 and in case of perceived ideal website the mean value is 45.06. The F-statistic value is 52.75. The result allows us to infer that the Indian Railways website quality is not on the mark compared to what the users expect in a perceived ideal website. The implication of the present study is that the Indian Railways should focus on the quality of its website for increased user satisfaction and for enhancing its image.

Keywords

EN

Website Quality; Indian Railways; Users Perception; Evaluation

• Publisher: Sciendo
• Journal: International Journal of Entrepreneurial Knowledge
• Year: 2015
• Volume: 3
• Issue: 1
• Pages: 57-64

Dates

published

2015-06-01

online

2015-08-21

Contributors

author

Rajesh Kumar Jain

• Sr. Associate Professor, Institute of Management, Nirma University

author

Santosh Rangnekar

• Head Department of Management, IIT Roorkee

References

• Avery Jim, (2000), Business 2.0, March, 2000 downloaded from .
• Barnes, S. and Vidgen, R. (2000), “WebQual: an exploratory study of Web site quality”, paper presented at the European Conference on Information Systems, Vienna, 3-5 July.
• Chang Liu, Arnett P. Kirk, (2000), “Exploring the factors associated with Website success in the context of electronic commerce” Information & Management, Vol.38 pp. 23-33.
• Collett Stacy and King Julia (1999), Why Online Browsers Don’t Become Buyers, , downloaded 01/16/06, archived 2015.
• Indian Railways Website , and , (accessed on 03.06.2015)
• Jaspersen, T. (1996), “Erfolgskontrolle von Online-Marketing-Aktivitaten-‘Hitliste’”, Absatzwirktschaft, Vol. 12, pp. 46-8.
• Kaynama, S.A. and Black, C.I. (2000), “A proposal to assess the service quality of online travel agencies: an exploratory study”, Journal of Profesonal Services Marketing, Vol. 21 No. 1, pp.63-88.
• Loiacono, E.T., Watson, R.T. and Goodhue, D.L. (2002), Winter Marketing Educators’ Conference, Austin, Texas, American Marketing Association, New York, NY, pp. 432-8.
• Murphy, J. (1999), “Surfers and searchers”, Cornell Hotel and Restaurant Administration Quarterly, April, pp.84-95.[Crossref]
• Nielsen, J. and Norman, D.A. (2000) “Website usability: usability on the Web isn’t a luxury”, Information Week Online, 14 January, available at: (accessed 16 February, 2006; archived in 2015).
• Stevenson, J.S., Burner, G.C. II and Kumar, A. (2000), “Webpage background and viewer attitudes”, Journal of Advertising Research, Vol. 40, January-April, pp. 29-34.
• Sweeney C. Jillian and Lapp Wade (2004), “Critical service quality encounters on the web: an exploratory study”, Journal of Services Marketing, Vol. 18, No. 4, pp.276-289.[Crossref]
• Zeithaml, Valarie A., Parsuraman, A. and Arvind Malhotra, (2001), “A conceptual framework for understanding e-service quality implications for future research and managerial practice”, Marketing Science Institute, Report Summary, 00-115, pp. 14.

Identifiers

DOI

10.1515/ijek-2015-0011