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Perception of Customers Towards Online Travel Agencies

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Perception of Customers Towards Online Travel Agencies
Examining Perception and Attitude of Customers Toward Two Online Travel Portals

YATRA.COM & MAKEMYTRIP.COM

A SYNOPSIS SUBMITTED TO

THE DEPARTMENT OF TOURISM & HOSPITALITY MANAGEMENT

LOVELY PROFESSIONAL UNIVERSITY, CHEHRU

BY:

NIPUN GUPTA, BHANU PARTAP & ASHWINI

UNDER THE SUPERVISION OF

MR. SANJEEV SHARMA

DEPARTMENT OF TOURISM & HOSPITALITY MANAGEMENT

LOVELY PROFESSIONAL UNIVERSITY, CHERU

INTRODUCTION

The OTA (online travel agency) business in India is currently expected to be approximately $800 million and depends largely on air travel-related transactions (2008). With growth clocking around 50%, India will soon be placed among the top ten markets for internet air bookings. The market space is quite cluttered, with a range of both established companies and start-ups providing undifferentiated offerings. Seemingly, price has played the predominant role in customers' choice of service provider.

Makemytrip.Com

Nurtured from the seed of a single great idea - to empower the traveller - MakeMyTrip went on to pioneer the entire online travel industry in India. MakeMyTrip has revolutionised the travel industry over the years. This is the story of MakeMyTrip, India’s Online Travel Leader.

MakeMyTrip.com, India’s leading online travel company was founded in the year 2000 by Deep Kalra. Created to empower the Indian traveller with instant booking and comprehensive choices, the company began its journey in the US-India travel market. It aimed to offer a range of best-value products and services along with cutting-edge technology and dedicated round-the-clock customer support.

After consolidating its position in the market as a brand recognised for its reliability and transparency, MakeMyTrip followed its success in the US by launching its India operations in 2005.

With the foresight to seize the opportunities in the domestic travel market, brought on by a slew of new airlines, MakeMyTrip offered travellers the convenience of
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