Customers’ satisfaction towards e-services in Indore city

The increasing growth of E-services is expanding its legs all over the country, almost in all sectors of the economy. Recently in his Popular Radio Talk-“Mann Ki Baat”, our Honorable Prime Minister Narendra Modiji used the term “Divyang”(God Gifted/Extra Ordinary Intelligent Persons), highlighting the empowerment as well as their contribution in the Nation Building. The present study is an attempt to explore the dimensions of satisfaction towards uses of e-services in Indore city of the disabled persons. Khaled Atallah Al-Tarawneh (2012), Waleed Al-Ghaith (2010), Hofacker et al. (2007), Yingwu Chen, Yan Liu, Changfeng Zhou (2007) and other researchers time to time have contributed in the area of customer satisfaction and how it can be increased by using E-services. Several researches have been conducted in the field of customer satisfaction however, only few have emphasized and correlated their studies from the Divyang respondents perspectives

Therefore, the physically disable customers became the population for the study who uses various e-services like online banking, online shopping, online bill payment, etc. The study adopted an exploratory research design with sample size of 100 respondents of e-services selected randomly with the help of convenient sampling technique, and validated self structured questionnaire was distributed among them to collect the primary data. Collected data was analyzed by applying statistical techniques. Reliability of the instrument and Factor analysis were applied through SPSS software. Findings suggest that four factors namely quality information, security, responsiveness and time saving, play important role in building satisfaction levels in e-services with respect to Divyang category customers. This paper makes key recommendations w.r.t. Divyang category customers satisfaction measures. This piece of research is an attempt to make an original contribution in the field of ICT with respect to E-services and improving the quality of delivery of E-services. The output of this study may be helpful to the ICT practitioners/professionals to manage and improvised their E services from this new perspective.