Measuring the Impact of Sales Promotion, Service Quality and Customer Experience: A Case of e-Ticketing

Bansal, Sat Parkash; Singh, Ramjit; Gangotia, Amit

doi:10.5148/tncr.2014.6407

“…Satisfaction includes judgment concerned with a specific purchase decision (Oliver 1980). Customer satisfaction refers to the customer's overall evaluation of the performance of an offered service (Bansal et al 2014). It has relationship with service quality (Ali 2012;Hossain & Islam 2013;Rahman & Rahman 2009;Sahabuddin 2014;Siddiqi 2011).…”

Section: Customer Satisfactionmentioning

confidence: 99%

Customer Satisfaction of Bangladesh Railway E-Ticketing System:

Ferdous

¹

,

Islam

²

,

Rahman

³

et al. 2021

BJPA

1

0

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E-ticketing service is one of the most popular innovations in the rail transportation service. Considering the significance of the service, the study aims to explore customer satisfaction of the e-ticketing system of the Bangladesh Railway. It also investigates the gender perspective in regards to the service quality dimensions. A cross-sectional study was conducted among 361 respondents, followed by a quantitative approach. A structured questionnaire was used to survey the passengers from different railway stations in Dhaka City. The findings showed that the service quality indicators such as well customized website (ß= .130, p value< 0.05), ease of using the website (ß = .339, p value<0.05), ticket purchasing and website crash (ß = .162, p value< 0.05), web browsing security (ß = .150, p value< 0.05), NID & credit card payment security (ß = .186, p value< 0.05) have significant impact on customer satisfaction. Both Multivariate analysis of variances and discriminant analysis revealed that male and female customers have a significant variation in perception regarding user-friendliness and fulfilment dimension. Concentrating on the findings, the study has also suggested some implications to the government and the concerned organizations, such as enforcing gender-sensitive policy (reserved compartments for women in railway service) to increase female satisfaction of the e-ticketing service of Bangladesh Railway.

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“…Satisfaction includes judgment concerned with a specific purchase decision (Oliver 1980). Customer satisfaction refers to the customer's overall evaluation of the performance of an offered service (Bansal et al 2014). It has relationship with service quality (Ali 2012;Hossain & Islam 2013;Rahman & Rahman 2009;Sahabuddin 2014;Siddiqi 2011).…”

Section: Customer Satisfactionmentioning

confidence: 99%

Customer Satisfaction of Bangladesh Railway E-Ticketing System:

Ferdous

¹

,

Islam

²

,

Rahman

³

et al. 2021

BJPA

1

0

View full text Add to dashboard Cite

E-ticketing service is one of the most popular innovations in the rail transportation service. Considering the significance of the service, the study aims to explore customer satisfaction of the e-ticketing system of the Bangladesh Railway. It also investigates the gender perspective in regards to the service quality dimensions. A cross-sectional study was conducted among 361 respondents, followed by a quantitative approach. A structured questionnaire was used to survey the passengers from different railway stations in Dhaka City. The findings showed that the service quality indicators such as well customized website (ß= .130, p value< 0.05), ease of using the website (ß = .339, p value<0.05), ticket purchasing and website crash (ß = .162, p value< 0.05), web browsing security (ß = .150, p value< 0.05), NID & credit card payment security (ß = .186, p value< 0.05) have significant impact on customer satisfaction. Both Multivariate analysis of variances and discriminant analysis revealed that male and female customers have a significant variation in perception regarding user-friendliness and fulfilment dimension. Concentrating on the findings, the study has also suggested some implications to the government and the concerned organizations, such as enforcing gender-sensitive policy (reserved compartments for women in railway service) to increase female satisfaction of the e-ticketing service of Bangladesh Railway.

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“…The advent of the internet may have provoked a paradigm shift in marketing and sales (Bansal et al, 2014). The internet affected internal processes and external relationships.…”

Section: Conceptual Modelmentioning

confidence: 99%

“…Use of the internet for customer-related management can enhance enterprises' competitiveness and increase domestic and international sales (Trainor et al, 2014;Zhao and Wu, 2014). Customer relationship and management are claimed to be an essential means for e-service quality to achieve business success (Bansal et al, 2014). Although the relationship between customer management and marketing capability has been treated in the classical marketing context (Chang et al, 2010), few studies have been carried out in the internet context.…”

Section: Conceptual Modelmentioning

confidence: 99%

The influence of internet marketing capabilities on international market performance

Liu

¹

,

Zhang-Zhang

²

,

Ghauri

³

2020

IMR

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PurposeThe paper aims to explore the influential path of internet marketing capabilities impacting international market performance. The paper further investigates the mitigating roles of market- and entrepreneurial-oriented behaviors and knowledge internalization in this relationship. The effect of internet use for customer management on internet marketing capabilities is also examined.Design/methodology/approachA total of 618 firms with sales in international markets were approached to participate. Data were collected from a sample of 132 Taiwanese firms and analyzed using a structural equation model.FindingsUse of internet for customer management positively influences internet marketing capabilities. The results also support the positive impacts of internet marketing capabilities on market- and entrepreneurial-oriented behaviors. Knowledge internalization mediates the relationships between market- and entrepreneurial-oriented behaviors and international market performance.Research limitations/implicationsThis paper’s investigation of the role of internet marketing capability in international market performance contributes to online internationalization, strategic orientations and organizational learning theory.Practical implicationsManagers should focus on developing internet marketing capabilities in management culture and fostering market- and entrepreneurial-oriented behaviors to facilitate knowledge internalization for better international performance.Originality/valueThis paper contributes to the construction of an alternative and comprehensive mechanism to understand the influences of internet marketing capabilities on the firm’s international performance.

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Measuring the Impact of Sales Promotion, Service Quality and Customer Experience: A Case of e-Ticketing

Cited by 11 publications

References 20 publications

Customer Satisfaction of Bangladesh Railway E-Ticketing System:

Customer Satisfaction of Bangladesh Railway E-Ticketing System:

Customer Satisfaction of Bangladesh Railway E-Ticketing System:

The influence of internet marketing capabilities on international market performance

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