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All Journal International Journal of Tourism and Hospitality in Asia Pasific
Goel, Pragya
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Humanities

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A Study on Growing Trends, Customer Expectations and Perception towards Services Provided by OYO Chua, Jia Feng; Kee, Daisy Mui Hung; Lee, Men Je; Lim, Chun Han; Toh, Yong Rong; Raj, Nidhi; Goel, Pragya; Pandey, Rudresh
International Journal of Tourism and Hospitality in Asia Pasific Vol 3, No 2 (2020): June 2020
Publisher : AIBPM Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (353.918 KB) | DOI: 10.32535/ijthap.v3i2.819

Abstract

This study has been carried out to identify the factors of growing trends, customer expectations, and perception of services provided by OYO hotels. The study has been done with the information published by the company official website as well as the customer's experiences and thought through answering a questionnaire. The findings and results of this study suggested that the most common factors which concern the online hotel booking users are amenities. Besides, the customer expectation towards OYO services has been categorized into information, procedure, and incidental services where information has the highest satisfactory. Lastly, perception towards initiative taken by OYO such as customer privacy control system, In-App SOS button, OYO Assists, and preventive measure during the outbreak of Covid-19 has been determined and evaluated.
Customer Experiences, Expectations and Satisfaction Level Towards Services Provided by Amazon Goel, Pragya; Verma, Priyanka; Al Mutairi, Qoot; Bhardwaj, Rashi; Tyagi, Sahil
International Journal of Tourism and Hospitality in Asia Pasific Vol 3, No 1 (2020): February 2020
Publisher : AIBPM Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (274.679 KB) | DOI: 10.32535/ijthap.v3i1.727

Abstract

Customer loyalty is considered as one of the most over used phrases in business today. For fulfilling these objectives, the descriptive research design has been used. The data from the multiple respondents have been collected. The survey involved gathering a wide information about the company, its products, customer satisfaction and the impact of various competitive firms on the company. Shoppers can easily visit the web site and shop just sitting in form of computer. Ability of the Internet contains wide range of collecting information, supplying a service or purchasing a product Amazon should work towards them so that it can increases its customers and finally profit.
An Empirical Study on Customer Satisfaction, Perception, and Brand Image in Starbucks Coffee in India, Asia Pandey, Rudresh; Ganatra, Varsha; Jamnik, Sonali; Goel, Pragya; Goyal, Priyanshi; Xuan, Chian Lee; Kee, Daisy Mui Hung; Mein, Hee Hui; En, Lim Xiao; Zen, Lee Jen
International Journal of Tourism and Hospitality in Asia Pasific Vol 4, No 1 (2021): February 2021
Publisher : AIBPM Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (173.453 KB) | DOI: 10.32535/ijthap.v4i1.1021

Abstract

This study focuses on the brand image, experience, quality, and services offered by Starbucks that will bring customer loyalty from customer satisfaction. The study analyzes how customer loyalty and brand experience affect the quality improvements of Starbucks Coffee as corporate brands play a vital role in achieving higher company’s performance, like sales. It makes more incentives to satisfy the potential customers and develops a drawn-out relationship with them. This study concludes that companies with higher customer loyalty and satisfaction tend to have higher market share, and move further by cost reduction. Therefore, companies could substantially pay attention to all of these variables to have an everlasting profitability as this will lead to gain competitive advantage in the market.
An Empirical Study on Customer Satisfaction, Perception, and Brand Image in Starbucks Coffee in India, Asia Pandey, Rudresh; Ganatra, Varsha; Jamnik, Sonali; Goel, Pragya; Goyal, Priyanshi; Xuan, Chian Lee; Kee, Daisy Mui Hung; Mein, Hee Hui; En, Lim Xiao; Zen, Lee Jen
International Journal of Tourism and Hospitality in Asia Pasific Vol 4, No 1 (2021): February 2021
Publisher : AIBPM Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32535/ijthap.v4i1.1021

Abstract

This study focuses on the brand image, experience, quality, and services offered by Starbucks that will bring customer loyalty from customer satisfaction. The study analyzes how customer loyalty and brand experience affect the quality improvements of Starbucks Coffee as corporate brands play a vital role in achieving higher company’s performance, like sales. It makes more incentives to satisfy the potential customers and develops a drawn-out relationship with them. This study concludes that companies with higher customer loyalty and satisfaction tend to have higher market share, and move further by cost reduction. Therefore, companies could substantially pay attention to all of these variables to have an everlasting profitability as this will lead to gain competitive advantage in the market.
Co-Authors Al Mutairi, Qoot Bhardwaj, Rashi Chua, Jia Feng En, Lim Xiao Ganatra, Varsha Goyal, Priyanshi Jamnik, Sonali Kee, Daisy Mui Hung Lee, Men Je Lim, Chun Han Mein, Hee Hui Pandey, Rudresh Raj, Nidhi Toh, Yong Rong Tyagi, Sahil Verma, Priyanka Xuan, Chian Lee Zen, Lee Jen