Electronic Service Quality in Public Sector Case of Raja Company



The paper reveals the findings of a case study in "Raja Passenger Trains Company". This company has been established in 1996 and is affiliated to the Railways of Islamic Republic of Iran. Raja Company is currently resorting to the skills and experiences of over 3000 staff, and the number of passengers has been increased since its establishment. One of the Raja's policies to facilitate ticket sales is to provide a computer-based ticket reservation system and selling ticket through Internet. The findings of our research show high level of customer satisfaction in many indicators yet weak in some others, paper concludes with some suggestions to improve the quality of Internet ticket sales in Raja Company.