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

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.