To book or not to book through IRCTC - consumer's intention to use Indian railway's online ticketing system
by Preshita Neha Tudu
International Journal of Business Innovation and Research (IJBIR), Vol. 22, No. 4, 2020

Abstract: The present paper investigates consumer's intention toward adopting internet railway ticket booking in Indian context by integrating theory of planned behaviour (TPB), technology acceptance model (TAM) and an additional construct, i.e., perceived risk. 220 usable responses were collected using snowball sampling from consumers through internet survey. Structural equation modelling was used to analyse data and to evaluate the strength of model fit. Result revealed that PU significantly influenced both, consumers' attitude and intention to use Indian railway online ticketing system. Further, PEOU was found to positively influence consumers' attitude towards online ticketing. Attitude, subjective norm and PBC significantly influenced consumer's intention to adopt Indian railway online ticketing system showing TPB can be used in predicting consumer's intention toward online ticketing system. Finally, perceived risk had significant negative influence on consumers' intention to buy ticket online. Railway management may use findings for developing policies and strategies related to online ticketing in the Indian scenario.

Online publication date: Mon, 17-Aug-2020

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