Exploring the Impact of Demographics on Customer Satisfaction with redBus Services in Chennai, India
DOI:
https://doi.org/10.70112/arss-2024.13.2.4251Keywords:
Customer Satisfaction, redBus, Online Travel Agencies (OTAs), Service Usage, DemographicsAbstract
This study explores customer satisfaction with redBus, a leading online bus ticketing platform, focusing on users in Chennai. Since the rise of Online Travel Agencies (OTAs) in the mid-1990s, travelers have increasingly favored these platforms for their convenience, security, and rewarding features. The study aims to analyze the most frequently used services on redBus, evaluate customer satisfaction, and investigate the relationship between customer demographics and service usage. Data were collected from 53 respondents via a structured questionnaire and analyzed using SPSS with one-way ANOVA and chi-square tests. The results showed significant associations between monthly family income, occupation, and the services utilized on redBus. Key areas of customer satisfaction included time-saving features, privacy, security, and cost savings, although ‘ease of booking’ showed no significant difference. Overall, the findings indicate high customer satisfaction with redBus services, suggesting that continuous improvements in user experience could further enhance customer loyalty and support future growth.
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