Behavior Intention to Adopt IRCTC Application for Railway Ticket Reservation Service: a case study of Goan consumers (India)

Authors

DOI:

https://doi.org/10.5281/zenodo.5821131

Keywords:

IRCTC Application; UTAUT2; Behaviour Intention; Technology Adoption; Indian Railways.

Abstract

Last decade witnessed an increase in usage of internet which led to increase in smartphone usage with various applications developed for making the life of people easy, resulting in dynamic change in the lifestyle of people. One such dynamic change taken place in India is in the area of transport, especially rail travel application started by Indian Railways, namely, Indian Railway Catering and Tourism Corporation (IRCTC) portal. Present paper tries to identify the reason why people consider the IRCTC application as the most reliable application. Model was proposed by adopting the factors from Unified Theory of Acceptance and Use of Technology (UTAUT2) along with an addition of perceived trust as an influencing factor. Data from 193 usable questionnaires was collected from Goa and were tested against the research model. Result indicated that habit, hedonic motivation, performance expectancy, and perceived trust were the main predictors of behavior intention to adopt and use IRCTC application. The proposed model was able to explain 65% variance on behavior intention. It was also found that income moderates the relationship between facilitating condition and behaviour intention. The study also provides valuable insight for the management to improve the IRCTC application in order to motivate customers to adopt and continuously use the services of this application.

Keywords: IRCTC Application; UTAUT2; Behaviour Intention; Technology Adoption; Indian Railways.

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Author Biographies

Jick Castanha, Goa Business School, Goa University (India)

Masters in Commerce / GU (2017). Degree in Commerce / GU (2015). Assistant Professor at Goa Business School, GU. Currently pursuing Ph.D. titled “Consumer behavior towards technology adoption in the case of tourism (travel-related) and hospitality (accommodation related) service applications” / GU. Received University Grant Commissions Junior Research Fellowship – UGC JRF (2019-2020). Orcid: https://orcid.org/0000-0003-0665-1691 [ https://www.unigoa.ac.in/faculty/jick-castanha.html ] [ jickcas@gmail.com ]

Mayuri Prabhu, Accountant at Fortune Miramar, ITC’s Hotel Group (india)

Masters in Commerce / GU (2018). Degree in Commerce / GU (2016). Successfully completed her Masters Dissertation on the topic “Factors Influencing User’s Behavioural Intention towards IRCTC App”. Presently working as Accountant at Fortune Miramar, ITC’s Hotel Group  [https://www.itchotels.com/in/en/fortunemiramar-goa ] [ mayuriprabhu.97@gmail.com ]

Subhash Kizhakanveatil Bhaskaran Pillai, Vice Dean Academic, Goa Business School at Goa University (India)

Ph.D in Commerce / UOC (1999). Masters in Commerce / UOC (1989). Degree in Commerce / UOC (1986). Received University Grants Commissions Junior Research Fellowship - UGC JRF (1994-1996) and Post-Doctoral Fellowship - UGC PDF (2009-2011). Vice Dean Academic, Goa Business School at GU. Professor at GU, Professor in post-graduation in Commerce. Associate Regional Editor of Brazilian Annals of Tourism Studies / ABET. Editorial member of Latin American Journal of Tourismology / RLAT. [Orcid: https://orcid.org/0000-0003-0964-9896 ] [ https://www.unigoa.ac.in/faculty/kb-subhash.html ] [ subhash@unigoa.ac.in ]

Indrawati, Associate Professor in Marketing in Telkom University (Indonesia)

Ph.D in Marketing / MMU Malaysia (2014). Masters in Marketing / UNPAD Indonesia (2004). Degree in English Language teaching / UPI Indonesia (1990). Associate Professor in Marketing in Telkom University Indonesia. Received various Research Grants from the Ministry of Research, technology and Higher Education of Indonesia (2015-2021). Orcid: https://orcid.org/0000-0002-2997-3979 [ https://indrawati02.wordpress.com/ ]   [ indrawati@telkomuniversity.ac.id ]  

Thiago Duarte PIMENTEL, Federal University of Juiz de Fora / UFJF (Brazil)

Post doc in Social Theory/Critical Realism (UFRJ), PhD in Social Sciences (UFJF), Master in Administration and Degree in Tourism (UFMG). Full-time professor at UFJF, on graduate (Master/PhD in Social Sciences) and undergraduate courses (Human Sciences, and Tourism). Board member on RC17 ISA and AIEST. Visiting scholar in USA, Canada, México Cuba. Editor-in-Chief of Brazilian Annals of Tourism Studies, and Latin American Journal of Turismology. Director of Latin American Center of Turismology, Social and Economic Observatory of Tourism, and Vice-director of the Social Research Center/UFJF. Former counselor in Tourism Council of Minas Gerais State. Expertise: Critical Realism, Organizations; Tourism; Public Policies. ORCID: https://orcid.org/0000-0003-1889-069X CV: http://lattes.cnpq.br/9841188234449467 [ thiago.pimentel@ufjf.edu.br ]

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Published

2021-12-31

How to Cite

Castanha, J., Prabhu, M., Kizhakanveatil Bhaskaran Pillai, S., Indrawati, & PIMENTEL, T. D. (2021). Behavior Intention to Adopt IRCTC Application for Railway Ticket Reservation Service: a case study of Goan consumers (India). Anais Brasileiros De Estudos Turísticos, 11. https://doi.org/10.5281/zenodo.5821131

Issue

ABET, Vol. 11, Single Issue (2021): Current Topics in Tourism and Thematic Section: “Tourism in times of COVID-19”

Section

GENERAL PAPERS

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