[7] EXPLORATORY CHALLENGES FACED BY RAILWAY PASSENGERS IN THE USAGE OF IRCTC : ARTICLE INFO: Date of Submission: Feb 07, 2025, Revised: Feb 20, 2025, Accepted: Mar 05, 2025,       https://doi.org/10.56815/ijmrr.v4i1.2025.49-55

Sayyed Mahfooz Ahmed; Lubna M. Ali

doi:10.56815/ijmrr.v4i1.2025.49-55

Authors

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

https://doi.org/10.56815/ijmrr.v4i1.2025.49-55

Keywords:

NVIVO, Word Cloud, Text Mining, Exploratory, Railways, IRCTC

Abstract

In the Indian railway ecosystem, the Indian Railway Catering and Tourism Corporation (IRCTC) is a crucial organization that provides millions of passengers nationwide with ticketing, catering, and tourism services. The railway industry has seen tremendous change in recent years, driven by changes in customer expectations and technological breakthroughs. The quality of service offered by IRCTC becomes crucial as more and more travelers depend on trains for their transit requirements. The purpose of the current research is to explore the challenges faced by railway passengers in the usage of IRCTC. The technique used in this study is Text mining using the qualitative tool NVIVO 12. The findings of the study indicated that the major challenges faced by Railway passengers in usage of IRCTC are E-ticket error, Tatkal unavailability, Poor customer support, and Portal linking issue. Moderate challenges are seen as Group booking problem, Hidden charges, Slow loading, and Maintenance downtime. Whereas, minor challenges App crash, Payment failure, Refund delays, Seat selection issue, and Language barrier.