Analysis of Service Quality Provided by GoIbibo.com in Tourism Industry

Abstract

With the intensified penetration of internet and the expanded usage of the internet facilities provided by the e-commerce services,
and thus generating the craving to find out the best amongst the options available in the net world and the factors deciding it. This
paper tries to analyze the optimally and efficiently performing e-commerce services in the Indian context based on ServQual and
the evaluation is performed with the parameters highlighted by it. The issue of service quality is tackled from the perspective of
“Voice of the Customer”. An offline survey has been done in this paper and it is executed through questionnaire with a sample of 70
respondents in Delhi & NCR, to inspect the customers’ satisfaction level involved with service quality that is influenced by a series
of quality aspects which hinder in delivering the best service quality in Tourism industry. To observe the questionnaire SERVQUAL
instrument was used and response was taken to examine the different aspects associated with customer’s satisfaction level. It is
tested with the help of Statistical analysis (T-Test).