Title: An Empirical Analysis of Emerging Trends of E- Services (A Case Study of Indian Railways)


Vandana Sachdeva

Department of Management Studies , The IIS University, Jaipur, India,

Jyoti Sharma

Department of Management Studies , The IIS University, Jaipur, India

Pages: 97-99


E- Services referred as online services accessible via net and widely used for online purchasing of various services and products. E- Services provide support to the business in both private and public sector organization. It has been explored by the researchers that E- Services are cost effective and convenient mode of consumer services in Indian Railways. However it has been found that Indian railway’s online services are effective only for those consumers, who are extremely active in online communication. E-services on the website of Indian Railway Catering and Tourism Corporation (IRCTC) become the fastest growing e- commerce web application in recent scenario that provide boom in the division of online money transactions.

This paper provides a holistic view of the emerging trends in the Indian Railways to promote the adoption of e marketing and e -services. The research paper also focus on the technological developments in Indian Railways. Although government organisations also endow support to maintain and increase the level of e- services in Indian railways. Indian Railways recently launched the e- ticketing services where e- booking of tickets have been done through Passenger Reservation System (PRS) of Indian Railway’s web site. Indian Railways also introduced various emerging e- services for passengers as e-catering and e-commerce.

Through Indian railways passengers would be able to order fast food and meal of their choice from the popular eating joints such as Dominos, Pizza corners. For these services travellers have to book their menu through e-catering services on IRCTC website before start of their journey. These e-catering of Indian railways also offers to specify the station where the customer likes to have their food. The research paper analysis and study shows that customer base is increasing day by day, novel prospect still coming and Indian railways have been moving in the right ‘Digital Direction’.