Customer expectations are beliefs that serve as a yardstick against
which the actual performance is compared. It is an important basis of
customer evaluation of services. As the travel service is intangible in
nature a study of customer expectations assumes importance as these
have undergone sea change in recent times owing to the penetration
of information technology in our daily life. As more and more customers
are increasing using of online travel services it becomes imperative to
examine the web site dimensions and web service quality attributes
that affect customer expectation and satisfaction. An exploratory study
has been undertaken to identify the important attributes that influence
customer expectations in the context of travel-based portals. The
purpose is to find out what type of expectation standards does a customer
hold about these travel portals The primary data has been collected
from organizations in NCR where most employees use these for travelrelated
services.