Title: To book or not to book through IRCTC - consumer's intention to use Indian railway's online ticketing system

Authors: Preshita Neha Tudu

Addresses: IBS Hyderabad, The ICFAI Foundation for Higher Education (IFHE), Dontanapally Campus, Shankerapally Road, Hyderabad, 501203 Telangana, India

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.

Keywords: online ticket booking system; technology acceptance model railway; theory of planned behaviour; TPB; behavioural intention; BI; perceived risk; PR; India.

DOI: 10.1504/IJBIR.2020.109040

International Journal of Business Innovation and Research, 2020 Vol.22 No.4, pp.506 - 522

Received: 30 Oct 2018
Accepted: 01 Feb 2019

Published online: 11 Aug 2020 *

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