Abstract:
This abundance of digital media for transport services also impacts on the railway industry, notably with mobile ticketing solutions. The study aims to evaluate the usability of a railway ticket booking system and satisfaction of customers by using SUS (System Usability Scale) and NPS (Net Promoter Score). Using these two most popular and valid instruments, this study attempts to provide a comprehensive view of how users perceive overall satisfaction as well as the system’s ease of use and usefulness. A questionnaire was used to examine the SUS method for measuring usability of the system and NPS for determining how loyal customers are based on their satisfaction when they reserve railway ticket booking app’s users. The result of Sus score for Booking Railway Ticket System is 58.37 that means Was acceptable and there still some space for further improvement for the user. NPS 19.98 is also reflecting a blend of passive and pleased users along with large majority of Detractors indicating engagement related issues, functioning on system and customer service glitches. The results of this research are presented, and the key areas such as payment method able interfaces and real time update need to be further developed in order to give User Interfaces more genericity. Recommendations are also made for enhancing the user-friendliness of the system and increasing users' satisfaction so that they would have strong intention to stay longer and be more loyal. The contribution highlights the importance of MIC and NPS as reliable indicators for assessing transport-oriented digital platforms, which can be applied to help the development of an innovative railway ticket booking system.
