Open AccessAn Assessment of Service Quality Dimensions Conducted at Oyo Hotel, Bangalore
Publication year - 2019
Publication title -
international journal of recent technology and engineering
Language(s) - English
Resource type - Journals
ISSN - 2277-3878
DOI - 10.35940/ijrte.b1162.0982s1019
Subject(s) - nonprobability sampling , popularity , demographics , business , service quality , marketing , exploratory research , service (business) , the internet , quality (philosophy) , advertising , psychology , computer science , sociology , population , world wide web , social psychology , philosophy , demography , epistemology , anthropology
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.