Measuring the Impact of Sales Promotion, Service Quality and Customer Experience: A Case of e-Ticketing

Sat Parkash Bansal (), Ramjit Singh () and Amit Gangotia ()
Additional contact information
Sat Parkash Bansal: Maharaja Agrasen University, India
Ramjit Singh: Department of Tourism Studies, Faculty of Business Studies, Central university of Kashmir
Amit Gangotia: Department of Tourism and Travel Management in Central University of Jammu

Transnational Corporations Review, 2014, vol. 6, issue 4, 419-428

Abstract: With the advent of the internet and e - commerce, there has been a paradigm shift in the marketing and selling of product and services in the hospitality and tourism industry. The internet is changing the way a corporation conducts business with their consumers who have become very demanding and expects high level of services; they are time conscious, and demanding more convenience in buying those products and services. According to the surveys carried out by many companies e- service quality is an essential part to achieve success in the business. The objective of this study is to examine whether promotion, service quality, customer experiences have affected the customer satisfaction in purchasing the e tickets in India. The study result shows that promotion, service quality, customer experiences has significantly affected customer satisfaction in a purchasing pattern and decision making while purchasing online tickets and it was found that sales promotion has significantly influenced the customer satisfaction than the others determinants.

Keywords: Promotion; service quality; customer experiences; brand; customer satisfaction; purchase decision; electronic ticketing (search for similar items in EconPapers)
Date: 2014
References: Add references at CitEc
Citations:

Downloads: (external link)
http://tnc-online.net/journal/html/?510.html (text/html)

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:oul:tncr09:v:6:y:2014:i:4:p:419-428

Access Statistics for this article

More articles in Transnational Corporations Review from Ottawa United Learning Academy 1568 Merivale Rd. Suite # 618, Ottawa, Ontario, Canada K2G 5Y7.
Bibliographic data for series maintained by Denny Liao ( this e-mail address is bad, please contact ) and Jen Ma ().