Beruflich Dokumente
Kultur Dokumente
On
“CUSTOMER SATISFACTION ON OYO”
Guided by Submitted By
Mrs. Shachi Kacker Arun Pratap Singh Gurjar
BBA II Year IIIrd Sem.
Univ. Roll No. 1180671095
Session 2019-20
School of Management
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DECLARATION
This is to declare that I Arun Pratap Singh Gurjar of BBA have personally worked on the
project entitled “CUSTOMER SATISFACTION ON OYO” The data mentioned in this report
were obtained during genuine work done and collected by me. The data obtained from other
sources have been duly acknowledged. The result embodied in this project has not been
submitted to any other University or Institute for the award of any degree.
Date: `
Place: Lucknow
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ACKNOWLEDGMENT
First of all I thank God for giving me this wonderful opportunity to undertake this research
which is a part of my BBA program.
I would like to sincerely thank Mrs. Shachi Kacker giving me the wonderful opportunity to
work under her able guidance and support throughout my research.
I also thank persons working at Amul office for giving me their valuable time and vital
information which forms a part of this report.
I would also like to thank my colleagues for rendering their help to me in this research.
Last but not the least, I thank my parents for their prayers, help and advice which helped me a lot
to complete this project report.
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Executive Summary
OYO Rooms is a branded network of hotels in India. OYO Rooms currently operates in more
than 120 Indian cities including Delhi, Gurgaon, Jaipur, Mumbai, Bangalore, Hyderabad, Goa,
Chennai, Kolkata and others. OYO is present in major metros, regional hubs, leisure destinations
and pilgrimage towns. OYO Rooms provides standardized hotel rooms with features such as an
air-conditioned room, complimentary breakfast and Wi-Fi with 24x7 customer service support.
Guests can use the OYO Rooms App for booking rooms on the go. They can also order
beverages and request room service through the app. Hotel owners who partner with OYO
Rooms are connected via world’s first tablet based property management App and become part
of the OYO brand. According to a research carried out by CB Insights for The New York Times,
OYO Rooms is among the companies that may be the next start-up unicorns. The company is
backed by investors like the Softbank Group, Green oaks Capital, Sequoia Capital and Light
speed India.
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Vision and Values
Vision:
Standardized
OYO Rooms promises to provide the same amenities and the same awesome experience across
Affordable
OYO offers rooms at prices that no other player in the budget segment offers today.
Technology Driven
OYO uses technology to link all its functions and provide the customer a seamless awesome
experience.
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1. Introduction
organization. My attachment was with Oravels Stays Pvt. Ltd. Commonly known as OYO
Rooms and worked as an intern from May 20, 2017 to July 31, 2017. And that period, all
information were collected regarding preparing a report on ensuring customer delight and
1.2 Objectives
The objective of this report is specific, comprising three objectives. These are:
To work on the core operations i.e. (Product Knowledge & ProductRetainbility) of OYO Rooms.
1.3 Scope
To know about the customer response and behavior towards the OYO Rooms.
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1.4 Methodology
1.5 Limitations
To enrich and complete this report my level best attempt was dedicated although there are some
limitations:
Unfortunately it was not possible to acquire sufficient information due to the company’s
limitations (business secrecy and confidentiality). As this is my first report about hotels sector so
I had to face some difficulties to preparing the report. Time was also a limitation. Gathering
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Chapter-2
2. Organizational overview
OYO Rooms is India’s fastest growing branded network of budget hotels founded by young
entrepreneur Mr. Ritesh Agarwal on 2013. Within a short span of time, OYO Rooms currently
operating in more than 100 Indian cities including Delhi, Gurgaon, Mumbai, Bangalore,
Hyderabad, Goa, Chennai, Kolkata are few to name. Similarly, OYO has been trying to be
present in major Metros, Regional hubs, leisure destinations and pilgrimage towns. OYO Rooms
provides standardized hotel rooms with features such as an air-conditioned room, complimentary
breakfast and Wi-Fi with 24x7 customer service support. Guests can use the OYO Rooms App
for booking rooms on the go. They can also order beverages and request room service through
the app. Hotel owners who partner with OYO Rooms are connected via world’s first tablet based
property management App and become part of the OYO brand.OYO Rooms, commonly known
as OYO, is an Indian hotel brand that owns and operates as well as aggregates standardized hotel
rooms. It currently operates in more than 200 Indian cities and in Malaysia.
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2.2 Products and Services offered by OYO:
HOTEL BOOKING
A traveler can book a room online at Oyorooms.com and can choose to opt for online payment or
The journey of OYO Rooms was started when Ritesh Agarwal dropped a college and launched
his first start‐up Oravel Stays Pvt. Ltd. in the year 2012. Oravel was designed as a platform to
soon realized that the budget hospitality sector lacked predictability. Therefore, he converted
Oravel to OYO Rooms in 2013 with an aim of offering affordable and standardized
accommodation.
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Ritesh Agarwal, Founder, OYO Rooms
The company has raised multiples rounds of funding, the last one being an impressive USD 25
Million funding from Light speed Ventures, Sequoia Capital, Greenoaks Capital and DSG
Consumer Partners in March 2015 and provides the same amenities and the same experience
across all its rooms at prices that no other player offers across so many locations.
2.4 Growth
OYO Rooms started with one city and one hotel (OYO Rooms Huda City Centre) in Gurgaon
in May 2013 and has seen a tremendous growth. With whopping budget hotels under its branded
network across the India, OYO Rooms ‘growth has been nothing short of phenomenal, and the
rapid expansion has meant that the funded start-up now owns India’s largest branded network of
hotels
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Strong customers’ feedback and loyalty encourages the company to redouble its growth efforts to
bring the OYO experience to as many Indian travelers in as many different cities as possible and
at the earliest.
As a leader, OYO Rooms has created a new paradigm in the hospitality sector through an asset-
light managed marketplace model. This innovation coupled with sound execution has been
recognized by several national and international accolades including TIE Lumis Business
Excellence Awards, India International Travel Mart Award and Lufthansa ET Now Runway to
Success Award. Now the company has more than 1000 employees including 10-20 people from
IIMs, more than 200 people from IITs, HBS and Ivy.
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2.5Revenue Model
Oyo rooms books a part of the hotels inventory by paying monthly rent in advance at discounts
(Expenses)
These hotels are put to match the standardized quality like free Wi-Fi, clean toilets etc.
(expenses)
These rooms are offers to the customers at OYO room’s website, application and various OTA
platforms
The expenses also includes the heavy expenses on promotional activities to increase the brand
quality among the users as well as the remuneration of the employees. It provides heavy
discounts to the customers. These discounts often results in prices which are lesser than the cost
Precisely Oyo Rooms is running in loss. Despite heavy losses Oyo rooms is able to expand in
the market as it is backed by several investors like light speed India, Sequoia Capital, Green oaks
Capital and Softbank Group. The price sensitivity in this case is high due to high competition
and customers are also awarded about different services and can easily compare the quality and
price with its substitutes. Oyo Rooms refer clients to hotels and get a percentage as cut for this
transaction. They also have deals for minimum guaranteed customers and can offer its clients
beneficial deals and discounted rates. All its transactions are swift-cash variety and it works in
favor of the company as they are able to realize their revenues at a faster pace. They provide
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different services at different but definite prices. Budget hotel room prices varies from rupees
999 to rupees 4,000 but a floor price is kept and the competitor’s price according to their quality
is also kept in mind. Leisure rooms are priced 15-20% higher than business rooms, and 20-30%
lower than the nearest three-star hotels. It tries to meet the budget of an individual and set up his
accommodation accordingly. Price of the rooms are also set according to their geographical
locations, categories and inclusions. Rooms at tourism spots are generally high priced compared
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2.6 Organization Structure:
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2.7BUSINESS MODEL of OYO Rooms:
OYO Rooms is an aggregator that provides a market place for online hotel booking similar to
Uber, which provides a marketplace for online cab booking. Started in the year 2013, OYO is
turning into India’s largest chain of hotels. It has a very simple business model where it adopts
hotels, get them to follow certain basic standards of services, features, sta , pricing and security
and then list them on its web portal and sells them under its brand, earning a part of the profit
from the deal. Currently the company is following invest and expand mode. Till now it has
received funding from the big firms like Sequoia and is estimated to be worth $400 million after
its latest round of funding in August this year, where it received $100 million.
OYO’s asset free business model has now challenged the capital heavy hotel industry. The
company does not own any of the properties listed on its site. It only invests in marketing and
quality improvements for the hotels under its banner. The model provides a win-win situation for
both the small budget hotels and owners of spare properties, who do not have enough capacity,
network and knowledge of smart marketing. OYO has helped them increase their bookings by
Finding hotels in India is not a big problem, the major issue is the trust factor and predictability
of services. OYO founder, Ritesh Aggarwal, capitalized on this basic need by providing
standardized hotel rooms across the country. The complete model of hotel industry is based on
consumer experience, and with the beautiful amalgamation of technology and quality control
mechanisms has improved customer experience even at economical rates. The complete model
is designed keeping in view the consumer experience, right from booking to finding hotel to
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standardized services to high technology room service option. To further enhance the customer
experience, company has Ked with Airtel to provide its customers a world class in-room internet
OYO rooms has also started two new sub-divisions to increase its hold on the market:
OYO Premium – Moving from the budget room segment, company has also started premium
roomservice in metro cities to increase its customer base. OYO premium rooms will cater those
business travelers or families who are looking for premium services and are ready to shell out
OYO SMART: Introducing this concept which includes fully ownership of reservations by
OYO whether it is by normal walk-in, any OTA like MMT, GOIBIBO, CLEARTRIP, and
YATRA.COM.
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Chapter-3
The hotel industry involves high degree of interaction between employees & guests and so
provides many opportunities for service failures to occur. Service quality issues have been of
concern to researchers for close to twenty years & no. of projects focused on hospitality industry.
For example, McColl-Kennedy & White (1997), Pizam & Ellis (1999) considered consumer
satisfaction in hotels & mismatch between expectations & perceptions of Service Quality. In
terms of measurement O’ Neill (1996), used SERVQUAL (Parasuraman et al., 1988) in hotels in
no0rthern Ireland used it in hotels in Korea. Alternative measurement tools for the hospitality
industry were developed by Wong et al. (1999) for hotels in Australia (HOLSERV) & by
Integral to the consideration of the provision of quality service is service failure & recovery.
Service failures are inevitable and occur in both the process and the outcome of service delivery.
They include situations when service fail to live up to the customers’ expectations (Michel,
2001). Service failures have been categorized by Bitner et al. (1990) according to the Employee
behaviors when failures occurs, relating to: the core services; request for customized service; and
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Loss of revenue & increased costs (Armistead et al., 1995); and
If service failures does occur, then what can service providers do to recover? “Service recovery
involves those actions designed to resolve problems, alter negative attitudes of dissatisfied
customers and to ultimately retain this customers.” (Miller et al., 2000, p.38), and “It includes
situations in which a service failures occur but no complaint id lodged by customers.” (Smith et
Enhance Customers’ perception of the quality of the service & the organization;
Service recovery can also be poor and ineffective with the consequence that the customer is let
down for the second time: This may lead to loss of confidence in the organization and possible
Actions that service providers take, in response to defects or failures, comprise a combination of
psychological recoveries and tangible efforts, and have been researched by no. of academics. The
Apology
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Correction
Compensation
Follow-up
Acknowledgement
Explanation
Managerial intervention
From the research evidence, it can be concluded that the type & magnitude of service failures
3.5 Loyality:
Loyality of a firm’s customer has been recognized as the dominant factor in the business
organization’s success. This study helps us in extending our understanding of the relationship
between customer loyalty, customer satisfaction, and image. This is of considerable interest to
both practitioners and academics in the field of hospitality management. One of the greatest
challenges facing hotel organization today is ever-growing volume and pace of competition.
Increased choice;
There are two strategies most commonly used by hotel managers in order to gain a
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1. Low-cost leadership through price discounting , and
Loyal customer is a customer who repurchases from same service provider whenever possible
and who continues to recommend or maintain a positive attitude towards the service-provider.
The behavioral dimensions refers to the customers’ behavior on repeat purchases, indicating a
preference for a brand or a service overtime. Attitudinal dimensions, on the other hand, refer to a
customer intention to repurchase and recommend, which are good indicators of loyal customers.
Customer satisfaction considers to be one of the most important outcomes of all marketing
activities in a market-oriented firm. The obvious for satisfying the firm’s customer is to expand
the business, to gain a higher market-share, and to acquire a repeat and referral business, all of
which lead to improved profitability (Barsky, 1992).Studies conducted by Cronin & Taylor
(1992) in service sectors such as hotels found that customer satisfaction has a significant effect
on purchase intention. Hence, it can be concluded that there is a positive relationship between
marketing activities. Image is considered to have the ability to influence the customers’
perception of the goods and services offered (Zeithaml and Bitner, 1996). Thus, Image will have
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an impact on customers’ buying behavior. Image is considered to influence customers’ minds
through the combined effect of advertising, public relations, physical image, word-of-mouth and
their actual experiences with the goods and the services (Norman, 1991).
CUSTOMER SATISFACTION
CUSTOMER LOYALTY
HOTEL IMAGE
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Chapter-4
Age-Wise PROFILING
22% 25%
38%
5 to 15 16 to 26
27 to 37 More Than 48
Gender-Based PROFILING
TOTAL WALK-IN
No. of Males No. of Females
45%
55%
INCOME-Based PROFILING
22
TOTAL WALK-IN
8%
22%
22%
48%
STRENGHTS:
User-Friendly/Easy-To-Use Interface.
Budget Hotels
Constant Innovation
WEAKNESS:
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OPPORTUNITIES:
THREATS:
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Chapter-5
By questionnaires
3. Analysis of data
4. Hypothesis-testing
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RESEARCH PROCESS:-
The research was carried out as per steps of consumer research process. The
BJECTIVES OF
Collecting and evaluating secondary data
G AND EVAL
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5.1.2SAMPLING PLAN FOR THE PROJECT:
5.1.3LIMITATIONS
opinion.
disclose it properly.
5. Meeting to the Guests is tough job, because they are very busy.
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5.2Project Profile:
1. Operations
2. Business Development
3. Sales/Demand
5.2.1 Operations:
1. Product Knowledge: Here we are primarily concerned in obtaining the knowledge of the
product i.e. OYO Rooms. OYO Rooms owns reservations along with, gives & Sells
Standards as well as Services. These Services remains same in all PAN India whether it is
In order to maintain those standards, there are PROPERTY AUDITS every week .It
makes Ensure that the property which is in collaboration with OYO are up to the
standards. For each property, OYO use different property codes starting from KTR001 to
KTR 034
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This is Helpful when we get data on a daily basis from Cluster Manager and with that we need to
go to respective properties for CeX & Ensuring Delight. Below is the sample how the data
Kitchen
Hotel Facility
Rooms
Property Entrance
Common Area
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For making Audits OYO has created an application called “KRYPTON”. By
Below are the samples of what the Audit work includes and efforts of OYO for
Figure: AUDIT
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Figure: Audit of common area
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Figure: Rooms Audit
32
Figure: Property entrance audit
33
Figure: Hotel facility audit
34
Above areas of Standards consists of sub-standards which is to be checked every week at audit of
Property so that standards are being met and guests are not feeling any kind of trouble.
Below are the few samples of OYO toiletries provided by the OYO to guests to increase their
level of hygiene, so that their guests don’t suffer with any kind of infection after experiencing
OYO?
customers or Guests in order to increase the Customer Experience (CeX) along with
increasing the delight of guests. Better the CeX of guests, more the retainbility and
repetitive of Guests. Hence, this step play a pivotal role in operations department.In an
Operations Department of OYO Rooms, CeX is quite important .Higher the CeX, more
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Parameters of CeX & Un-Happy% Guests are decided by feedbacks that guests give at
the time of Check-out at the hotel. Feedbacks are in the form of Ratings of 1 – 5:
1 star and 2 star are considered as negative feedbacks in Oyo operations. Un-Happy % is
calculated as total number of negative feedbacks (1 star & 2 star) divided by Total
number of feedbacks.
Sharing Real Time Information: So on the daily basis we used to interact with each and
every guest personally ensuring there is no such problem and if the problem arises try to
solve the problem engaging with property manager to ensure guests remains satisfied.
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V. OYO kits not available.
These were the some concerns that used to arise on day to day basis and by engaging with both
customers and with property managers and sharing real time information with our cluster
manager and property manager to find out what is convenient to both guest as well as property
manager, guest remains satisfied &happy and the manager also don’t faces losses.
Feedback Call: Regular Feedback call from Centre team are made on daily basis
regarding the services at the OYO. Based on these attention, guests feels good
Public Relations: It Includes meeting the guests personally at specific timing and
interacting with guests so that guests should feel the sense of caring. Secondly,
that if in any case Guests need help, PMs are ready to provide them solutions.
Property Manager Incentive (PMI) Scheme: Since, OYO executives are not
always present at full time near guests but person who is every time near to guests
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are Property Managers (PMs). So, Keeping in consideration of increasing the
delight of guests , PMI scheme was launched .Under this Scheme , for every 5
STAR rating in feedback call of guests, PMs are to be Rewarded by INR 100.
This Cash was to be given at instant to PMs so that they could better work on
Below this Picture of (OYO 034) Hotel Satya Shree who in total got INR 2600 in
cash from OYO as they scored twenty six 5 star rating and hence increased the
delight percentage.
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Limitations of PMI Scheme:
I. This Scheme was only for Short Term i.e. only for 9 Days.
II. Property Managers were giving services only for the sake of money only
Nature
Public Relations
PMI Scheme
Timings of Interaction Outcomes
Antecedents
Sharing Real time Satisfaction
Dis-satisfaction
Information Delighted Guests
Un-Happy Guests
Happy guests
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INPUT PROCESS OUTPUT
OYO in Katra came up with a new concept called “SMART”. Earlier there used to be Dynamic
contracts along with that OYO also introduced a new contract called Smart Contracts.
a) In dynamic contracts Property owner has an option to give limited number of inventories
to the OYO or how much they want to give, with the freedom to block the OYO
inventories anytime so that they can rent their room from any other platform and could
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c) There is mutually consent with the property owner that how much percentage of share
OYO is going to take from each booking. This revenue sharing percentage is decided
d) Most of the bookings in dynamic properties are not confirmed so there are more chances
that the owner is going to suffer loss as their room might remain vacant otherwise they
a) In Smart contracts OYO captures and take away all the inventories of the property with a
contract of ensuring that it will provide the whole booking and whole demand to their
b) OYO takes all the responsibility of the bookings and ensure property owner regarding the
demand.
d) OYO in smart properties also make investments for building up standards for their room
as well as for the overall development of the property starting right from the entrance.
e) In Smart, all the booking are confirmed bookings and there are less chances that the guest
will not come and this also saves property owner from running into losses.
“SMART” Property instead of Dynamic or Basic Concept. This Smart Property concept
has many advantages and it is a newly launched concept in katra. Till 30th June 2017,
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Name of the SMART properties in Katra
4. Hotel JMK.
All these are working excellent and above 3 properties are giving a fruitful result to the
OYO in terms of Delight Percentage and overall Profit i.e. GMV (Gross Market Value).
Although it’s a win-win situation for the property but there are many challenges for BD
Team to make ensure that Owners are convinced with that as Katra Market is UN-
Predictable such as Off Season , Peak season , Super Peak Season and on that seasons
After Property being live & Active, Hotel will be shown in web-portal as well as APP on
top as a priority.
On Every Booking, the Amount will be shared which will be decided mutually such as
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80 % - ORR (Owners Rack Rate)
20 % - OYO Share
If in any case, Bookings are made by other OTA, then MIGRATIONS are
done by OYO.
OYO will generate a minimum revenue of the said amount from your
property.
Also proper branding as well as OYO dollops was put up in each Smart
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Figure SMART Property
Figure KTR034
44
5.2.2SALES / DEMAND:
Increasing the Inventory of Rooms requires Demand of rooms also. We sat for ten days at Katra
Railway station and realized thatapproximately 30% of its business was from online bookings
OYO being an online aggregator working on B2B business model in Katra was focusing on its
betterment of Online Platform as well as on how to gain advantage over its existing online
But OYO soon realized Inspite of its direct competition from other platforms like Goibibo,
yatra.com, make my trip.com etc. there was also an indirect competition which OYO was facing
in Katra.
This indirect competition was from local agents called Touts, and touts was indirectly eating the
OYO soon realized this was the untapped opportunity where OYO couldn’t be able to reach till
now, OYO soon has to capture this because OYO was letting others to eat this major proportion
OYO was getting direct bookings but the major business of that direct bookings was taken up by
OYO needs to come up with some strategy in order to capture this untapped opportunity and
business of Promoters from where OYO was facing major indirect loss in Katra.
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Capturing this indirect business Opportunity
OYO in order to take up this business opportunity came up with a strategy that in order to take
OYO BUDDY
OYO created awareness through its OYO BUDDY campaign among the Promoters be a part of
OYO and become an OYO buddy.OYO let Promoters to work under our company and enjoy
various incentives and instant 30% of the commission of the booking amount will be
immediately transferred to their bank accounts.This was the tactics that the OYO played in order
to take up promoters because promoters earlier used to get commission after a week or even after
a month from the property owner for giving them bookings and also the commission proportion
With this Campaign OYO motivated Promoters and gave them various reasons to be a part of
OYO because they were not only getting the Commission out of the bookings but also various
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If the booking amount reaches 50000 a Cooler
Now for capturing the promoter’s network and to make it effective a planning needs to be
formed that how the promoters are going to work for us. For this purpose only OYO organized
an event in Katra on 12th July 2017, called “OYO BUDDY” the purpose of organizing this event
was to make up proper count of promoters who are going to work for OYO as well their
induction and training will be done on the same side.Also it was also mentioned that first 100
people getting registered under OYO buddy will get a cash amount of Rs 500 plus and induction
kit which included instructions as well as OYO T-shirt plus a refreshment. People registering
after a count of 100 will get cash amount of Rs 200 and other mentioned refreshments.
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Figure Event venue
48
Below are the samples of how the awareness was created amongst the promoters regarding an
event, a detailed information regarding event benefit, requirements of the event, venue as well as
date of the event was available on these pamphlet’s as well as on holdings in their regional
languages so that they could understand easily plus phone numbers was provided in order to
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Chapter-6
120
108
102
100
80
Total Feed Back
Counts
Unhappy count
60 Un-Happy %
51
47.22 48 47.05 Delight Count
40 Delight %
20
12 11.11 11 10.76
0
WEEK-1 WEEK-2
INTERPRETATION: In the above chart, the Average UN-HAPPY % of Guest in the month of
50
140
126 125
117 119
120
100
80
71
65
58 56.8
60 55 54.62
47 46.03
40
20 15 12.82 16
12.69 13 10.92 13 10.4
0
WEEK-1 WEEK-2 WEEK-3 WEEK-4
Total Feed back counts Un Happy Count Un Happy % Delight Counts Delight %
INTERPRETATION: In the above chart, the Average UN-HAPPY % of Guest in the month of
51
120
103
98
100
92
88
80
59.9 60.8
58 56.31 56
60
53 54.08 52
40
20
10 9.7 10 9.8 8 9.09 9 9.78
0
WEEK-1 WEEK-2 WEEK-3 WEEK-4
Total Feed Back Counts Un-Happy Counts Un-Happy% Delight Counts Delight %
INTERPRETATION: In the above chart, the Average UN-HAPPY % of Guest in the month of
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FINDINGS
1. We found that by regular interactions with stake-holders & PMs, we are able to manage
the inventory properly because of which we decrease the number of shifting to Zero
2. We also found that by regular interactions with the guests, we are able to resolve the
4. We found that maintaining good relations with all internal & external stakeholders helps
a) Variety in Breakfast
b) Services
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Chapter-7
Analysis:
Q1. While Thinking of Reservation for HOTELS, Which OTA (online travel agent) comes in
your mind?
Response No's
OYO ROOMS 58
MMT 42
TOTAL 100
MMT 42%
TOTAL 100
Response
42%
58%
YES NO
54
Interpretation: From the above graph it can be stated that 68% of customer’s think
Response No's
YES 78
NO 22
TOTAL 100
YES 78%
NO 22%
TOTAL 100
Response
22%
78%
YES NO
55
Interpretation: From the above graph it can be stated that 78% of customers are
Response No’s
YES 85
NO 15
TOTAL 100
YES 85%
NO 15%
TOTAL 100
Response
15%
85%
YES NO
56
Interpretation: The above graph depicts the opinion of the consumers, 85% of them
Response No’s
Digital Advertisement 18
Friends Told 82
TOTAL 100
TOTAL 100
Response
18%
82%
57
Interpretation: The above graph depicts the opinion of the consumers, 18% of them
heard of OYO rooms from Digital Advertisement and 82% of them heard from friends
or others.
Response No’s
social relationships 16
Opportunities to learn 33
TOTAL 100
TOTAL 100
Response
16%
51%
33%
58
Interpretation: The above graph depicts the opinion of the consumers, 51% of them
travel to discover new cultures and 33% of them travel to learn more opportunities.
Response No’s
Yes 31
No 69
TOTAL 100
Yes 31%
No 69%
TOTAL 100
Response
31%
69%
YES NO
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Interpretation:From the above graph 69% people would not download an app 31% of
them would.
Response No’s
OYO Budget 80
OYO Premium 20
TOTAL 100
TOTAL 100
Response
20%
80%
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Interpretation: In the above graph only 20% opt for OYO Premium, while remaining of
them would prefer OYO Budget.Hence majority of people are looking for OYO Budget.
Q8. If you get a coupon that gives you flat 10% off on OYO Elite would you go for it?
Response No’s
YES 91
NO 9
TOTAL 100
YES% 91%
NO% 9%
TOTAL 100
Response
9%
91%
YES NO
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Interpretation: From the above graph we can say from a sample of 100, 91% of them
would consider going for OYO Elite in future and 9% may not buy.
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Chapter-8
ANNEXURE
NAME:
AGE:
GENDER:
ADDRESS:
DESIGNATION:
INCOME:
Q-1 While Thinking of Reservation for HOTELS, Which OTA (online travel agent) comes in
your mind?
1) YES 2) NO
1) YES 2) NO
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1) Building social relationships 2) Opportunities to learn 3) Discover New
1) YES 2) NO
Q-8 If you get a coupon that gives you 10% off on OYO Elite Would you go for it?
1) YES 2) NO
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Chapter-9
1. OYO should give more focus on Demographic Condition, Market & Geographic
Condition like Demand, Supply, Business, Locations, and Clients as they vary
3. As a suggestion, OYO must go for collaboration with Shrine Board for YATRA
Parchi.
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Chapter-10
BIBLOGRAPHY
BOOK REFERENCE
Referred Books:-
WEBSITES:-
https://www.oyorooms.com/blog/
https://en.wikipedia.org/wiki/OYO_Rooms
https://www.slideshare.net/
https://www.scribd.com/
http://crs.oyorooms.com/users/sign_in
http://Unhappy_Dashboard_docs.google.com
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