• Dr. Namrata Maheshwari
• Dr.A.Jesu Kulandairaj

OYO Room, an online hotel booking service organisation is getting popularity all over India for their innovative and technology based services. The customers are becoming tech-savvy and are using Internet for booking online hotels but Customer’s Satisfaction is the key factor in the success of any service organization. It is the indicator of the service organisation’s future and the organization’s smooth service delivery process. The study is emphasizing upon the use of SERVQUAL model in OYO Rooms service to identify the gap between Service Expectation and Service Performance. The purpose of the paper is to assess the service quality of OYO rooms through customer’s perceptions. The paper focused broadly upon customer’s opinion towards service delivery at OYO rooms. Data was collected by a survey of 220 respondents who have stayed at least once in OYO rooms in India. The study revealed the factors leading to customer satisfaction are reliability, empathy, responsiveness, assurance and tangibles etc. The demographic factors mainly influence the customer’s satisfaction level and there is a gap between the services performance and service quality. The researcher concluded the study by giving few recommendations for the OYO room’s service improvement to bring high level of customer satisfaction.

Keywords: Customer Satisfaction, Service Quality, SERVQUAL Model, OYO Rooms

"Measuring Customers’ Satisfaction Level towards Service Quality of OYO Rooms ", International Journal of Emerging Technologies and Innovative Research (www.jetir.org), ISSN:2349-5162, Vol.5, Issue 2, page no.656-661, February-2018, Available :http://www.jetir.org/papers/JETIR1802111.pdf

"Measuring Customers’ Satisfaction Level towards Service Quality of OYO Rooms ", International Journal of Emerging Technologies and Innovative Research (www.jetir.org | UGC and issn Approved), ISSN:2349-5162, Vol.5, Issue 2, page no. pp656-661, February-2018, Available at : http://www.jetir.org/papers/JETIR1802111.pdf