[15] CHALLENGES FACED BY RAILWAY PASSENGERS  IN THE USAGE OF IRCTC: Submitted: Dec 22, 2024 , Revised: Jan 05, 2024 , Accepted: Jan 12, 2025        https://doi.org/10.56815/IJMRR.V3I4.2024/151-156

Lubna M. Ali; Sayyed Mahfooz Ahmed

Authors

Lubna M. Ali Assistant Professor, Banking & Insurance, DRT's A.E. Kalsekar Degree College, Mumbra Y Junction, Near Bahat Gear, Mumbra -400612, India.
Sayyed Mahfooz Ahmed Assistant Professor & HOD, M.S College of ASC & BMS, Hews,Kadar Palace, MHM, Mumbra -400612, India.

Keywords:

Indian Railway, Catering and Tourism, Corporation, IRCTC, Indian Railways, One Sample t-test

Abstract

The Indian Railways' official online ticketing and catering service provider is Indian Railway Catering and Tourism Corporation (IRCTC), which provides e-ticket booking, tatkal reservations, travel packages, and dining services. By facilitating ticket booking and decreasing reliance on actual reservation counters, it has completely transformed train travel. However, despite its benefits, passengers frequently run into problems. Hence, the purpose of this study is to analyze the challenges faced by railway passengers in usage of IRCTC. The technique used in the current study in One Sample t-test. The findings of the study indicated that App crash, Slow loading, Tatkal unavailability, Payment failure, Refund delay, Seat selection issue, Language barrier, Maintenance downtime, Hidden charges, and Poor customer support are significant challenges faced by the railway passengers. It was also seen that Group booking problem, E-ticket error, and Portal linking issue are insignificant challenges.