Digital Transformation in Railway Ticketing: The Role of Passenger Perception and Attitude in Determining Service Satisfaction

Digital transformation has significantly changed the railway reservation system by providing passengers with convenient and accessible online ticketing facilities. In India, the Indian Railway Catering and Tourism Corporation (IRCTC) and third-party service providers have contributed to the development of digital railway booking services. However, the effectiveness of these platforms depends not only on technological facilities but also on passengers' perceptions, attitudes and satisfaction. This study aims to examine the influence of passenger perception and attitude on satisfaction towards online railway ticketing services, with special reference to Coimbatore City. The study considers important dimensions such as perceived convenience, ease of use, reliability, security, information quality and service responsiveness. A descriptive and analytical research design is proposed, with primary data to be collected through a structured questionnaire from online railway ticket booking users. Percentage analysis, correlation, independent sample t-test and multiple regression are proposed for analysing the data. The study is intended to provide insights into passenger expectations and identify factors that influence satisfaction with digital railway ticketing platforms.