[6] A STUDY ON MEASURING E-SERVICE QUALITY OF UTS (UNRESERVED TICKETING SYSTEM) AMONG THE USERS IN MUMBAI REGION : ARTICLE INFO: Date of Submission: Feb 04, 2025, Revised: Feb 20, 2025, Accepted: Mar 02, 2025,       https://doi.org/10.56815/ijmrr.v4i1.2025.39-48

Shahid Karim Memon

doi:10.56815/ijmrr.v4i1.2025.39-48

Authors

Shahid Karim Memon Anjuman – I – Islam’s Allana Institute of Management Studies, Anjuman-I-Islam Complex, Off 92 D.N. Road, C.S.T. Mumbai – 400001, India.

https://doi.org/10.56815/ijmrr.v4i1.2025.39-48

Keywords:

UTS, E-service quality, E-ticketing

Abstract

The UTS ticketing application has emerged as a popular platform for ticket purchasing and transportation services, offering convenience and efficiency to its users. This study aims in measuring the perception of E-service quality of UTS ticketing application. The findings of the study indicated that UTS lacks service quality in providing good transaction accuracy and does not provide 24 x 7 service to its customer. It was also found that the application does not provide prompt services to its users. Further studies can be conducted building a SEM model and evaluating impact of e-service quality on user satisfaction and user loyalty.