A Study on Service Quality Dimensions and their impact on consumer satisfaction towards Goibibo

This study examines the impact of service quality dimensions on consumer satisfaction towards the online travel platform Goibibo.The research focuses on factors such as price transparency, reliability, ease of use and customer support services.A descriptive research design was used and primary data were collected from 75 respondents through a structured questionnaire.The collected data were analyzed using percentage analysis and chi-square test.The results show that most respondents frequently use Goibibo mainly for flight bookings and price transparency factors influencing customer satisfaction.The study also reveals that cancellation and refund issues are the main reasons for contacting customer support.Overall, the study concludes that Goibibo provides satisfactory services, but improving refund processes and customer support can further enhance customer satisfaction.