A Study of Influence of Information, System and Service Quality on the Success of E-Ticket Booking Firms in India

Abstract

Study is to understand the impact of Information, System and Service Quality of Websites on User Satisfaction in Indian E-Ticket Booking using DeLone and Mclean Conceptual IS Success Model. Methodology - Sources of Data will Primary & Secondary, Research Method used is Exploratory with Sample Size of 80 E-Commerce User by using Questionnaire. Sampling technique will be Non-Probability Sampling and Convenience Method by Personal Interview.It was found that the relationship in-between Service Quality, Information Quality and System Quality as a whole vs. USER SATISFACTION is positive. It proves that Service Quality and Information Quality play a vital part in making E-bookers purchase tickets every time they visit the website. But there are no direct influencers under Service and Information Quality, maybe because some other hidden factors such as Price, Knowledge variables etc. may reduce the direct influence.We suggest improving the quality of accuracy of information provided by these websites and also service reliability i.e. the ability to perform to perform promised service dependability and accurately, would help them make more customers view their website.