Perception of Customers Towards Online Travel Agencies

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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 online travel bookings at rock-bottom prices. Rapidly, MakeMyTrip became the preferred choice of millions of travellers who were delighted to be empowered by a few mouse clicks!

MakeMyTrip’s rise has been lead by the vision and the spirit of each one of its employees, for whom no idea was too big and no problem too difficult. With untiring innovation and determination, MakeMyTrip proactively began to diversify its product offering, adding a variety of online and offline products and services. MakeMyTrip also stayed ahead of the curve by continually evolving its technology to meet the ever changing demands of the rapidly developing global travel market.

Steadily establishing itself across India and the world, MakeMyTrip simultaneously nurtured the growth of its offline businesses like its franchises and affiliates simultaneously, augmenting the brand’s already strong retail presence further. Today, MakeMyTrip is much more than just a travel portal or a famous pioneering brand - it is a one-stop-travel-shop that offers the broadest selection of travel products and services in India. MakeMyTrip is the undisputed online leader, with its share of the travel market extending to more than 50% of all online sales, a fact evinced by the trust placed in it by millions of happy customers.

Remaining reliable, efficient and at the forefront of technology, MakeMyTrip’s commitment and customer-centricity allows it to better understand and provide for its customers’ diverse needs and wants, and deliver consistently. With dedicated 24x7 customer support and offices in 20 cities across India and 2 international offices in New York and San Francisco (in addition to several franchise locations), MakeMyTrip is there for you, whenever and wherever.

Yatra.Com

Yatra Online Pvt. Ltd. is a smart travel company providing information, pricing, availability and booking facility for air travel, hotels, buses and car rentals across 5000 large cities and small rural areas around the...
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