Abstract Electronic services are shaping a new trend around

Abstract
Electronic services are shaping a new trend around the world. The development of information technology and widespread use of
the Internet makes it easier to perform any work anywhere. New service trends are emerging. Bangladesh, as a developing
economy is also working to build a Digital Bangladesh. Automation systems are taking central roles in all sorts of work, from
government to private. One of the newest of these trends is the introduction of e-ticketing and home delivery. In 2014, a joint
collaboration between Bangladeshi and European investors constructed the idea of shohoz.com, the first ever online ticket
booking and home delivery system. During the busy times of the year, especially during the festivals like Eid, Puja and other
holidays, people rush to their homes in villages by water, road and train. The struggle to get a single ticket has prompted t his
initiative. In this study, a qualitative analysis has been made on shohoz.com. The process of its operations, marketing and sales
has been analyzed. Words of satisfied customers are taken by conducting a small survey on selected customers who have
received the service of shohoz.com. The only thing that makes it unique is the introduction of delivering ticket in homes. Having
an intention to make people easily get tickets, shohoz.com has created a new type of service in Bangladesh. Successfully
identifying the niche in the market, it is one of the e-service innovations of the 21st century. Service innovations like this will
encourage the research and entrepreneurship opportunities that this symposium aims to achieve: Service Imperatives in the New
Economy: Service Excellence for Sustainability.
© 2016 The Authors. Published by Elsevier Ltd.
Peer-review under responsibility of Universiti Teknologi MARA Sarawak.
Keywords: service innovation; e-ticketing; online services; e-marketing; public services; transportation systems
Abstract
Electronic services are shaping a new trend around the world. The development of information technology and widespread use of
the Internet makes it easier to perform any work anywhere. New service trends are emerging. Bangladesh, as a developing
economy is also working to build a Digital Bangladesh. Automation systems are taking central roles in all sorts of work, from
government to private. One of the newest of these trends is the introduction of e-ticketing and home delivery. In 2014, a joint
collaboration between Bangladeshi and European investors constructed the idea of shohoz.com, the first ever online ticket
booking and home delivery system. During the busy times of the year, especially during the festivals like Eid, Puja and other
holidays, people rush to their homes in villages by water, road and train. The struggle to get a single ticket has prompted t his
initiative. In this study, a qualitative analysis has been made on shohoz.com. The process of its operations, marketing and sales
has been analyzed. Words of satisfied customers are taken by conducting a small survey on selected customers who have
received the service of shohoz.com. The only thing that makes it unique is the introduction of delivering ticket in homes. Having
an intention to make people easily get tickets, shohoz.com has created a new type of service in Bangladesh. Successfully
identifying the niche in the market, it is one of the e-service innovations of the 21st century. Service innovations like this will
encourage the research and entrepreneurship opportunities that this symposium aims to achieve: Service Imperatives in the New
Economy: Service Excellence for Sustainability.
© 2016 The Authors. Published by Elsevier Ltd.
Peer-review under responsibility of Universiti Teknologi MARA Sarawak.
Keywords: service innovation; e-ticketing; online services; e-marketing; public services; transportation systems