[9] A STUDY ON MEASURING E-SERVICE QUALITY OF MAKE MY TRIP

ARTICLE INFO: Date of Submission: April 30, 2024, Revised: May 09, 2024, Accepted: May 14, 2024, https://doi.org/10.56815/IJMRR.V3I2.2024/105-115

Abstract

A company claiming to be number one number one has to go through an extraneous process to achieve what it has been claiming. The purpose of conducting this research is to measure the e-service quality of Make My Trip. The technique used in the present study is paired t-Test. The findings of this study indicated that Make my trip does not respond immediately to the customer’s request and also is not fun to use as it does not provide games and spin wheels to win rewards. Further studies can be conducted building a SEM model and evaluating impact of e-service quality on user satisfaction and user loyalty.