A Study on Growing Trends, Customer Expectations and Perception towards Services Provided by OYO

Jia Feng Chua; Daisy Mui Hung Kee; Men Je Lee; Chun Han Lim; Yong Rong Toh; Nidhi Raj; Pragya Goel; Rudresh Pandey

doi:10.32535/ijthap.v3i2.819

A Study on Growing Trends, Customer Expectations and Perception towards Services Provided by OYO

Jia Feng Chua, Daisy Mui Hung Kee, Men Je Lee, Chun Han Lim, Yong Rong Toh, Nidhi Raj, Pragya Goel, Rudresh Pandey

Abstract

This study has been carried out to identify the factors of growing trends, customer expectations, and perception of services provided by OYO hotels. The study has been done with the information published by the company official website as well as the customer's experiences and thought through answering a questionnaire. The findings and results of this study suggested that the most common factors which concern the online hotel booking users are amenities. Besides, the customer expectation towards OYO services has been categorized into information, procedure, and incidental services where information has the highest satisfactory. Lastly, perception towards initiative taken by OYO such as customer privacy control system, In-App SOS button, OYO Assists, and preventive measure during the outbreak of Covid-19 has been determined and evaluated.

Full Text:

PDF

References

Ardani, W., Rahyuda, K., Giantari, I. G. A. K., & Sukaatmadja, I. P. G. (2019). Customer satisfaction and behavioral intentions in tourism: A literature review. International Journal of Applied Business and International Management, 4(3), 84â€“93. https://doi.org/10.32535/ijabim.v4i3.686

Casais, B., Fernandes, J., & Sarmento, M. (2020). Tourism innovation through relationship marketing and value co-creation: A study on peer-to-peer online platforms for sharing accommodation. Journal of Hospitality and Tourism Management, 42, 51â€“57. https://doi.org/10.1016/j.jhtm.2019.11.010

Danish, R. Q., Hafeez, S., Ali, H. F., Shahid, R., & Nadeem, K. (2019). Impact of online consumer reviews on hotel booking intentions: The case of Pakistan. European Scientific Journal ESJ, 15(7), 144-159. https://doi.org/10.19044/esj.2019.v15n7p144

Gupta, A. (2019, April 16). Annual report card 2018. Retrieved from https://www.oyorooms.com/officialoyoblog/2019/02/05/annual-report-card-2018-2

Gupta, A. (2020, April 6). Annual report card FY 2019. Retrieved from https://www.oyorooms.com/officialoyoblog/2020/02/17/annual-report-card-fy-2019

Guruprasad, M., Vijay Tandon, Chahat Mishra et al. (2019). Progress and performance of OYO Rooms- A research based case study. International Journal of Current Research, 11(8), 6688-6693. https://doi.org/10.24941/ijcr.36457.08.2019

Hashmi, A. (2019, October 10). OYO Hotels & Homes seek to raise $1.5 billion. Retrieved from https://www.oyorooms.com/officialoyoblog/2019/10/07/oyo-hotels-homes-seek-to-raise-1-5-billion

Januszewska, M., Jaremen, D., & Nawrocka, E. (2015). The effects of the use of ICT by tourism enterprises. Zeszyty Naukowe Uniwersytetu SzczeciÅ„skiego. Service Management, 16, 65â€“73. https://doi.org/10.18276/smt.2015.16-07

Kalavathy, K. & Swapna (2019). An assessment of service quality dimensions conducted at Oyo Hotel, Bangalore. International Journal of Recent Technology and Engineering Special Issue, 8(2S10), 915â€“920. https://doi.org/10.35940/ijrte.b1162.0982s1019

Manaf, S. (2020). Analysis of development of culinary tourism management model in case study East Luwu District based on SIG. International Journal of Tourism and Hospitality in Asia Pasific, 3(1), 1â€“14. https://doi.org/10.32535/ijthap.v3i1.712

Sparks, B. A., & Browning, V. (2011). The impact of online reviews on hotel booking intentions and perception of trust. Tourism Management, 32(6), 1310â€“1323. https://doi.org/10.1016/j.tourman.2010.12.011

Stany, W. L. F., Tan, P. K., Yeo, S. F., & Soh, L. Q. (2018). The impact of online consumer review to online hotel booking intention in Malaysia. International Journal of Supply Chain Management, 7(2), 140-145.

Zahidul, K. (2018). The impact of social media on tourism industry growth in Bangladesh. International Journal of Economics, Commerce and Management, 6(8), 463-482.

DOI: https://doi.org/10.32535/ijthap.v3i2.819