An Assessment of Service Quality Dimensions Conducted at Oyo Hotel, Bangalore
Kalavathy. K. S1, Swapna. H. R2
1Dr. Kalavathy. K. S, Associate Professor, The Oxford College of Business Management, Bangalore (Karnataka), India.
2Dr. Swapna. H. R, Associate Professor, The Oxford College of Business Management, Bangalore (Karnataka), India.
Manuscript received on 21 September 2019 | Revised Manuscript received on 06 October 2019 | Manuscript Published on 11 October 2019 | PP: 915-920 | Volume-8 Issue-2S10 September 2019 | Retrieval Number: B11620982S1019/2019©BEIESP | DOI: 10.35940/ijrte.B1162.0982S1019
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© The Authors. Blue Eyes Intelligence Engineering and Sciences Publication (BEIESP). This is an open access article under the CC-BY-NC-ND license (http://creativecommons.org/licenses/by-nc-nd/4.0/)
Abstract: OYO, an online hotel booking service organization is getting popularity all over India for their innovative and technology based services. Customers are becoming tech-savvy and are increasingly using Internet for booking hotels online. It is important to know the factors that are determining the consumer’s changing behavior. The purpose of the paper is to understand the factors influencing customer’s decision to book OYO rooms. An exploratory study using purposive sampling method was carried out. Chi-Square analysis revealed that customer demographics, specifically age, education and occupation play a significant role on customer usage frequency. The study aids in giving an additional insight to understand consumer behavior in online hotel booking services and to understand the need for assessment of service quality to deliver the expected service.
Keywords: Customer Satisfaction, Service Quality, Service Dimension.
Scope of the Article: Social Sciences