ISSN NO: 0974-4274(PRINT), ISSN NO: 2582-1148(ONLINE)

  • Enlisted in UGC CARE Group - 1

  • Listed in Ulrich's Periodicals Directory

  • Indexed in J-Gate

  • Licensor for EBSCO

  • Listed in Proquest

  • Included in Google Scholar

  • Accessed in DOAJ

Customer Expectations from Travel Portals: An Exploratory Study

Year 2011
Volume/Issue/Review Month Vol. - IV | Issue 5 | July
Title Customer Expectations from Travel Portals: An Exploratory Study
Authors Timira Shukla , Vineet Kumar Sarawagi , Viral Kumar Shah
Broad area Customer Expectations from Travel Portals: An Exploratory Study
Abstract
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.
Description Expectations are variations of beliefs; these beliefs are influenced by a wide variety of factors, some within the control of the firm and some beyond the control of the firm. Information technology has brought about a change in work processes that have s
File
Referenceses