A Study on Customer Satisfaction Towards E-Service of Indian Railways

Author(s)	Dr. Karukkuvel M
Country	India
Abstract	All sectors in India are upgrading their services by moving towards e-services. Indian Railways is not an exception to this. It also started providing e-services such as ticket booking, food ordersand required information like train timings, status of trains. Awareness about these e-services among the general public is less. But, day by day the awareness gets increased and so the usage also gets increased. People face some problems while using these services. This paper attempts to study the usage pattern of e-services offered by Indian Railways, problems faced by the customers and their level of satisfaction with regard to the e-services. The study shows that maximum of the respondents come to know about the e-services through IRCTC, mostly they use for ticket booking because of the access at anywhere. The respondents opine server problem and more advertisements are the major problems they face. Nevertheless, they are very much satisfied with the e-services rendered by the Indian Railways.
Keywords	Indian Railways, E-services of Indian Railways, IRCTC
Published In	Volume 7, Issue 1, January-February 2026
Published On	2026-02-06

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