Evaluating factors influencing consumer satisfaction towards online purchase of train tickets

Internet as a disruptive technology has provided great solutions to many of the businesses with all its channel members viz., intermediaries, manufacturers and consumers adopting it irrefutably. Therefore, focus has moved to understand how the value addition is happening across the channel. In this context consumer satisfaction is the principal component that need incessant approach from all the stake holders of online environment. With the increase of online ticketing for travel services, there was a need to understand the satisfaction of the consumer. The purpose of this paper was to evaluate the factors that influence consumer satisfaction in an online environment with specific reference to booking of train tickets. A sample of 402 respondents who book train tickets online were considered and it was found that of all the factors, ‘website features’ emerged as the strong predictor. It was also observed that except perceived risk all other factors have significant relationship with online purchase satisfaction.