IDEAS home Printed from https://ideas.repec.org/a/tho/journl/v23y2017n2p267-277.html
   My bibliography  Save this article

Factors affecting customer satisfaction of online travel agencies in India

Author

Listed:
  • Sabyasachi Dutta

    (Lingaya’s University, Department of Management, Faridabad, India)

  • Ram Kumar Chauhan

    (Lingaya’s University, Department of Management, Faridabad, India)

  • Kavita Chauhan

    (Jamia Millia Islamia University, Department of Management, Delhi, India)

Abstract

Purpose – The purpose of this paper is to identify the factors affecting customer satisfaction for online travel agencies in India. It will help guide existing online travel agencies and future entrants to have an in-depth understanding of customer satisfaction and customer loyalty in their domain. It will also help to improve their business operations and investment focus, which in turn will lead to greater customer satisfaction and loyalty. Design – This paper defines the concept of customer satisfaction. It helps to understand the antecedents and consequences of customer satisfaction with a focus on the online travel agencies and their correlation to each other. Methodology – Based on extensive literature review, the author proposes a model to identify the factors affecting customer satisfaction. This research follows an online survey method. The proposed hypotheses of the model are tested using structural equation modeling. The Cronbach Alpha approach is used to check the reliability of the data collected. Approach – The research sample consists of customers who have used online travel agencies in India, the number of respondents amounted to 384 customers. Findings – This research confirms six proposed hypotheses. Hence, this research clearly contributes to the development of the theory and concept of customer satisfaction for online travel agencies in India. It also helps managers to channelize their investments in a scientific manner to variables which are impacting the customer satisfaction the most. Originality – This is for the first time a researcher has considered identifying and analyzing the factors affecting customer satisfaction for the online travel agency industry. Additionally, no researcher has conducted any academic research for online travel agencies in India

Suggested Citation

  • Sabyasachi Dutta & Ram Kumar Chauhan & Kavita Chauhan, 2017. "Factors affecting customer satisfaction of online travel agencies in India," Tourism and Hospitality Management, University of Rijeka, Faculty of Tourism and Hospitality Management, vol. 23(2), pages 267-277, November.
    • Handle: RePEc:tho:journl:v:23:y:2017:n:2:p:267-277
    DOI: 10.20867/thm.23.2.3
    as

    Download full text from publisher

    File URL: http://hrcak.srce.hr/file/278881
    Download Restriction: no
    File URL: https://libkey.io/10.20867/thm.23.2.3?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Helena Zentner & Daniela Gračan & Marina Barkiđija Sotošek, 2022. "Digital Business Models in the Hospitality Sector: Comparing Hotel Bookings with Yacht Charter Bookings," Sustainability, MDPI, vol. 14(19), pages 1-17, October.
    2. Muhammad Umair Wattoo & Syed Muhammad Javed Iqbal, 2022. "Unhiding Nexus Between Service Quality, Customer Satisfaction, Complaints, and Loyalty in Online Shopping Environment in Pakistan," SAGE Open, , vol. 12(2), pages 21582440221, May.

    More about this item

    Keywords

    customer satisfaction; customer loyalty; online travel agencies; E-commerce; Indian travel market;
    All these keywords.

    JEL classification:

    • L83 - Industrial Organization - - Industry Studies: Services - - - Sports; Gambling; Restaurants; Recreation; Tourism

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:tho:journl:v:23:y:2017:n:2:p:267-277. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Ana Montan (email available below). General contact details of provider: http://www.fthm.uniri.hr/ .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.