E-service Innovation: A Case Study of Shohoz.com

Abstract

Electronic services are shaping a new trend around the world. The development of information technology and widespread use of the Internet makes it easier to perform any work anywhere. New service trends are emerging. Bangladesh, as a developing economy is also working to build a Digital Bangladesh. Automation systems are taking central roles in all sorts of work, from government to private. One of the newest of these trends is the introduction of e-ticketing and home delivery. In 2014, a joint collaboration between Bangladeshi and European investors constructed the idea of shohoz.com, the first ever online ticket booking and home delivery system. During the busy times of the year, especially during the festivals like Eid, Puja and other holidays, people rush to their homes in villages by water, road and train. The struggle to get a single ticket has prompted this initiative. In this study, a qualitative analysis has been made on shohoz.com. The process of its operations, marketing and sales has been analyzed. Words of satisfied customers are taken by conducting a small survey on selected customers who have received the service of shohoz.com. The only thing that makes it unique is the introduction of delivering ticket in homes. Having an intention to make people easily get tickets, shohoz.com has created a new type of service in Bangladesh. Successfully identifying the niche in the market, it is one of the e-service innovations of the 21st century. Service innovations like this will encourage the research and entrepreneurship opportunities that this symposium aims to achieve: Service Imperatives in the New Economy: Service Excellence for Sustainability.