Summer Training Report

On
“STUDY ON CUSTOMER SATISFACATION ON
THE SERVICE PROVIDED BY OYO ROOMS”

Submitted in partial fulfillment of the requirements

for the award of the degree of

Bachelor of Commerce (B.Com (H))

TO
Guru Govind Singh Indraprastha University, Delhi

Guide: Submitted By :- Sourav Jassi

Guide Name: Student Name :- Sourav Jassi
Designation: Roll No :- 04313788819
Batch:

Institute of Information Technology & Managemen,

New Delhi – 110058
I, Mr./Ms._________ Sourav Jassi ________, Roll No.
_______04313788819_______________ certify that the
Summer Training Report (Paper Code B.COM (H)-309 entitled
“___________OYO ROOMS_____________________” is done by me and it is an
authentic work carried out
by me at _________________OYO ROOMS__________ (Name of the firm or
company).
The matter embodied in this has not been submitted
earlier for the award of any degree or diploma to the best of my knowledge and
belief.
Signature of the Student
Date:
Name of the Guide:
Designation:
Countersigned
Director/Summer Training Coordinator
I must first take the opportunity to thank Oravels Stays Pvt. Ltd.
Commonly known as OYO Rooms for giving me the opportunity
to complete my internships in such a reputed organization. I am
very much grateful to my honorable mentor for assigning me to
prepare this report. He guided me to prepare the whole report.
I also express my special gratitude to who have taught me the
key concepts and overall operational functionalities of OYO
Rooms. And finally, I would like to express my gratitude to all
the individuals who have helped me to prepare this report. As a
human being, it is natural that few names may not be
mentioned forgetfully. I would like to apologize for my
forgetfulness.
EXECUTIVE SUMMARY
 OYO Rooms is a branded network of hotels in
India, OYO Rooms currently operates in more than
500 cities in India, China, Malaysia, Nepal, the United
Kingdom, Saudi Arabia, the Philippines, Indonesia
and japan, and operates 450.000 rooms globally as
of January 2019. 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 unicoms. The company is backed by
investors like the Softbank Group, Green oaks
Capital, Sequoia Capital and Light speed India. The
 launch of its Townhouse brand in January 2017
played a key part in improving Oyo's image with
customers. Townhouse properties are owned by Oyo
and fully managed by the company's staff-they work
like any other branded budget hotel. Townhouse has
helped Oyo improve customer service and address
the problems of fake bookings and high cancellation
rates that it faced under the marketplace model.
 Vision and mission
 Vision:-
 To change the way people stay away from home.
 Mission:-
 "OYO's mission is to create and offer good
quality living-spaces at the right price and location.
To enable this, we intend to tap existing supply and
repair/upgrade to add to the overall inventory pool.
 Standardized:-
 OYO Rooms promises to provide the same
amenities and the same awesome experience across
all its rooms.
 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
Table Of Contents
A) Certificate
B) Acknowledgement
C) Executive summary
D) List of abbreviations.
E) Introduction
F) Literature review
G) Swot analysis
H) Research methodology
I) Project profile
J) Data analysis and interpretation
K) Observation and analysis
L) Findings
M) Learning outcomes
N) Recommendations and suggestions
O) References
List of symbols , abbreviations and Nomenclature
1. CeX: Customer Experience
2. &: and
3.%:Percentage
4. CP: Continent Plan
5. EP : European Plan
6. MAP: Modified American Plan
7. AP: American Plan
8. PMI: Property Manager Incentive
CHAPTER – 1
Introduction
1.1 Origin of the report:-
I am a student of B.Com (Hons) . I had to
complete a summer internship of 60 days or more
under any company. The time period of my
internship was from 12th August to 8th October
2021.It all started when I gave interview for my
summer internship and gets a chance to be a part of
the organisation. I joined as an intern from where
with the help of our mentors we decided a topic i.e.
a study on customer satisfaction on the service
provided by OYO rooms. This internship period is
used to understand and analyse the situations that
why customers are unsatisfied with the oyo, what
are the main reasons because of which the unhappy
of the properties increases.
1.2 Objectives:-
Our main goal during this internship is to reduce
the unhappy of the properties that are assigned to
us. Apart from this we also make sure that property
owner issues are being resolved on time. Work on
the operations and to help our respective
ABMs.Main objective behind this report is to see
what are the various factors because of which guest
is not happy.
1.3 Scope:-
Here is the opportunity to learn about the
operations of OYO.Opportunity to know about what
kind of activities has been done in hotels sector. To
know about the customer response and behaviour
towards the OYO Rooms Face to face interaction
with the customers and solving real life problems.
Opportunity for expand our network of contacts
with various stakeholders, owners and vendors.
1.4 Methodology:-
Primary data: Data is collected through customers
through personal interview.
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 information during
working was a tough job. In personal interview it is
always said that there is always a chance of
biasedness either by interviewer or either by
interviewee.
CHAPTER – 2
2.1 Organizational overview
OYO Rooms is India's fastest growing
branded network of budget botels founded
by young entrepreneur Mr. Ritesh Agarwal
on 2013 OYO operates 5500 rooms under
its full-inventory model in Karnataka. The
platform is grown to over 500 cities in India,
China, Malaysia, Nepal, the United
Kingdom, the United Arab Emirates, Saudi
Arabia, the Philippines, Indonesia and
Japan, and operates 450,000 rooms globally
an of January 2019 OYO Rooms provides
standardized hotel rooms with features
such as an air-conditioned room,
complimentary breakfast and Wi-Fi with
24x7 customer service support. Customer
can book oyo rooms through oyo app. 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. The funding
makes OYO India's latest unicorn-private
startups valued at over $1 billion-and the
second-most valuable after One97
Communications, digital payments app
Paytm's parent company that in August sold
a $356 million stake to Warren Buffett's
Berkshire Hathaway (E-commerce
marketplace Flipkart used to top the
unicorns leaderboard, until it was sold to US
retailer Walmart for $16 billion in May this
year.) Diversifying from its humble
beginnings as a budget hotel chain, Oravel
Stays-the entity that owns and operates the
OYO brand-now also houses other brands
like Oyo Home, Oyo Townhouse and Palette
Resorts that cater to the higher-end
segments of the market. The brand has
clearly gone the distance in the last five
years.
2.2 Products and services offered by OYO:

Hotel Booking:-

A traveller can book a room online at

Oyorooms.com and can choose to opt for
online payment or pay at the hotel. Oyo
joined hands with several others also
nowadays bookings in oyo rooms are
coming from different platform which
includes gommt, goibibo, Booking.com, Axis
agoda and several other travel agents and
to take care of these bookings from
different platforms OYO have mainly two
departments i.e. SIG and OTA department
under which there are several sub
departments are there.
2.3 Evolution and funding

OYO'S beginning

With the launch of OYO in May 2013,

Agarwal aimed to disrupt India's hotels
sector. a market less than $7 billion back
then. (By 2020, it is poised to reach $13
billion.)
2.5 Business model
Earlier, the company used to organize the
partner with hotels, lease some rooms, and
sell them under its own brand. Even though
the process is still the same, Oyo's business
model has changed its route to a new
structure. This model was a mix of
aggregator business model and franchise
business model. But as the time passed, the
company built its brand equity and the
founders decided to shift its business model
to a pure franchise business model. The
company now gets 90% of its revenue from
hotels under the franchise model.

2.6 Revenue model

The revenue model has also transformed as

the business model changed from
aggregator to franchise. Earlier the brand
used to lease hotels at a predetermined
price and offered them to the users at a
take-up rate. This has been changed to a
commission based revenue model. Price of
the rooms are also set according to their
geographical locations, categories and
inclusions. Rooms at tourism spots are
generally high priced compared to a room
in a general city. In hill stations prices are
also modified according to seasons. During
peak seasons the price of the hotel rooms
are kept high as the classic category of
room even charged at the price of 1800+
and deluxe room 2800+ and for Suite rooms
4000+. Whereas off the seasons these
prices are just came to half.
2.7 Services provided by Oyo rooms:
Oyo Rooms, started and famous as branded
hotel rooms aggregator, provides many
more services than just hotel rooms to
visitors, 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 room service in metro
cities to increase its customer base, OYO
premium i rooms will cater those business
travelers or families who are looking for
premium services and are ready to shell out
few extra bucks for higher comfort. 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
The services included in the Oyo Rooms
business model are:-

Hotel Rooms
Oye's carlier strategy was to book a part of
the hotel's inventory, to maintain it as per
the quality standards, and to hold it captive
exclusively for Oyo customers. That is they
used to lease some rooms every month and
provide them to their own customers at
profits.The only thing that has changed is
that the rooms are now not leased but
operated as Oyo Rooms franchise. Since the
hotels and place owners act as the
franchisee, they are bound to operate as
per the pre-determined standards. The
company even offers plans where it runs
the place instead of the hotel staff or
owner.
Oyo Flagship
The partners used to book their own hotels
when they used to see low prices on the
Oyo's platform and this became malpractice
benefiting the partners while burning holes
in Oyo's pockets. To curb this, and to
expand the business, Oyo Rooms has
started leasing hotels and places where it
has the full control over the day-to-day
operations of these establishments.
Oyo Townhouse
The company has recently launched the
Oyo Townhouse to hone its value
proposition and stand out of the
competition when it comes to standardised
hospitality. Oyo Townhouse is based on the
needs of the millennial traveller. These
hotels are planned and built based on the
needs and wants of the millennials. They
have
Smarter Rooms- With specially designed
beds, showers, sockets, and
internet.infrastructure. Even the TVs have
Netflix installed.
Smarter Spaces - common spaces designed
to have meetings Free printer, business
services, magazines, coffee and tea in the
common area.
Smarter Menus-24x7 Kitchen which lets you
order from the monu and many more smart
services.
Studio Stays:-
Apart from providing hotel rooms, Oyo
Rooms also provides fully furnished rooms
and flats for long stays like internships,
corporate stays, etc. The rooms/flals can be
rented on single occupancy as well as on
twin sharing basis as well (other provisions
are also applicable). Rents are paid
monthly, Commission (take-up rate) is
charged from the owners if the customer
comes through Oyo rooms.
Events & Other Long Stays:-
Just like studio stays. There are many family
functions(weddings, partics) as well as
corporate functions (seminars, meetings,
parties) which involve hotel rooms for their
guests to stay for long. This service is also
provided by Oyo.
Commercial Places:-
Oyo has expanded its branches in the
commercial places domain as well. Now the
customers can even book office spaces on
Oyo as well.
Oyo Wizard:-
The company has also launched a
subscription model where the subscribers
get exclusive discounts, deals, and cashback
offers.
Swot Analysis
Strengths:-
Excellent use of advertising for High Brand
Recall
User-Friendly / Easy-To-Use Interface
3. Budget Hotels
4. Continuous Innovation
5. Easy to reach hotels

Weakness
1.Fast Expansion Leading to Compromise on
Quality
2. Overbooking of hotels leads to guest
inconvenience
3. Communication gap between property
owner and their respective ABMicar
business manager), HDMbusiness
development manager)
4.Lack of knowledge of property owns

Opportunities:
1.More and More People are Becoming
Technology Driven
2. Use of Social Media to Enhance
Consumer Experience
3. No of budget travellers increases
nowadays
4. No of travellers using Oyo.
5 Nowadays people are ready to spent
more
Threats;
1.Customer inconvenience
2. Mo .of competition that arises nowdays
Chapter-3
3.1 LITERATURE REVIEW:
Choi, T. Y., & Chu, R. (2001)
This study examined the relative importance of
hotel factors in relation to travelers" overall
satisfaction levels with their hotel stays in Hong
Kong and the likelihood of returning to the same
hotels in their subsequent trips. Using a factor
analysis technique. the study identified seven hotel
factors that were likely to influence customers'
choice intentions: Staff Service Quality. Room
Qualities'. General Amenities", "Business Services,
"Value". "Security and IDD Facilities. Multiple
regression analysis technique was then applied to
examine the relative importance of each of these
hotel factors in determining travelers' overall
satisfaction levels and their likelihood of returning
to the same hotels. In order of importance. 'Staff
Service Quality', 'Room Qualities and 'Value' were
the three most influential factors in determining
travelers overall satisfaction levels and their
likelihood of returning to the same hotels.
Mey et al, (2003)
The findings indicated, as a whole, that the hotel
iniests perceptions of service under provided by the
hotel industry were lower than their expectations.
The Sw expectations and perceptions were given by
Malaysian hotel guests towards the hotels in
Malaysia. Between Malaysian hotel guests and
hotel guests from other Asian countries. there was
no significam difference in the overall satisfaction
levels for the sample as a whole. However, between
Malaysian hotel guests and non-Asian hotel guests,
the results showed that the overall customer
satisfaction levels towards the hotel stay was
significantly different for the sample as a whole.
Sim et. al. (2006):-
A survey among hotel customers in the San
Francisco Bay Area was conducted. A LISREL
structural equation model with confirmatory factor
analysis was developed to analyze the data. Results
indicated that the latent construct customer
retention was dependent on the latent construct of
customer satisfaction. Added value was found to
have positive effects on customer satisfaction and
customer retention
. Abbasi et. al, (2010)
The aftermaths of the study showed that improved
and superior service quality and service features
will augment the customer satisfaction and the
future intentions of satisfied customers will be
magnified. The domino effect of the study
discovered that the ervice quality and service
features play a significant part in customer
satisfaction. It ates the argument that satisfied
customers will be having future intentions
Satisfaction in Hotel Industry of Pakistan 104 for
visiting that ed from the outcome that the service
features were hair satisfaction.
Li et. al. (2013)
This study illustrates that determinants of customer
satisfaction in hospitality venues can identified
through an analysis of online reviews. Using text
mining and content analysis of 42,668 online
traveler reviews covering 774 star-rated hotels, the
study found that transportation convenience, food
and beverage management, convenience to tourist
destinations and value for money are identified as
excellent factors that customers booking both
luxury and budget hotels consider important and
for which the performance is much satisfactory to
them. Customers paid more attention to, but were
less satisfied with, bed. reception services and room
size and decoration. Most determinants of
customer satisfaction also showed a consensus over
luxury versus budget hotels, except for factors
referring to lobby and sound insulation. As per its
findings, the article concludes by presenting
theoretical and managerial implications.
Accourding to Xu, X.. & Li, Y. (2016).
Customers online reviews play an important role in
generating electronic word of mouth these reviews
serve as an online communication tool that highly
influences consumers demand for hotels. Using
latent semantic analysis, which is a text mining
approach, we analyze online customer reviews of
hotels. We find that the determinants that create
either customer satisfaction or dissatisfaction
toward hotels are different and are specific to
particular types of hotels, including full-service
hotels, limited-service hotels, suite hotels with food
and beverage, and suite hotels without food and
beverage. Our study provides a clue for hoteliers to
enhance customer satisfaction and alleviate
customer dissatisfaction by improving service and
satisfying the customers' needs for the different
types of hotels the hoteliers own.
The hotel industry involves high degree of
interaction between employees & guests and
provides many opportunities for service failures to
occur. Service quality issues have cern to
researchers for close to twenty years & no: of
projects focused on For example, McColl-Kennedy &
White (1997), Pizam & Ellis satisfaction in hotels &
mismatch between expectations terms of
measurement O' Neill (1996), used hotels in
northern Ireland used it in hotels in itality industry
were developed by by Knutson et al. (1991)
Loyality
Loyality of a firm's customer has been recognized as
the dominant factor in the organization's success.
This study witps inxtending our updontanding of the
relationship between customer yalty, customer
action, and mass. This is of considerable interest to
both practitioners and academics in the field if
picality management. One of the greatest
challenges facing hotel orgetization today even
growing volume and pace of competition,
Competition has a major implications for
thecustomer, providing:
Increased choice.
Greiser value for money.
Augmented levels of service
There are two strategies most commonly used by
hotel managers in order to gain a Strateg
competitive advantage: dury are
1. Low-cost leadership through price disunting and
2. Developing customer loyalty by providing unique
benefits to customers
Loyal customer is a customer who repurchases from
same service provider whenver possible and who
continues to recommend or maintain a positive
attitude towards the service provider.
3.5.1 LOYALTY DIMENSIONS:There are two
dimensions to customer loyalty: Behavioral &
Atudinal The behavioral dimensions refers to the
customers behavior on repeat purifities 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.
3.5.2 RELATIONSHIP BETWEEN CUSTOMER
SATISFACTION AND LOYALITY
Customer satisfaction considers to be ine of the
most important tons of all marketing activities in a
market-oriented firm. The obvious for satisyong the
firm's mer is to expand the business, to gain a
higher market share, and to acquire a repeat
winess, all of which lead to improved profitability
(farsky, 1992) Stadity Tastor (1993) in service
section such as honeis tand that ticant effect on
purchase intention.
3.5.3 RELATIONSHIP BETWEEN IMAGE AND
LOVALTY:
An Organization's Insage is an important variable
that positively or negatively influences marketing
activities, Imags is considered to have the ability to
influence the customers' perception of the goods
and services offered Zeithaml and titner, 1996).
Thus, Image will have an impact on cassumers
hoying behavior. Image is considered to influence
customers minds through the combined effect of
advertising, public stations physical image, sord-of-
mouth and their actual experiences with the goods
and the services Norman, 1991)

Chapter-4
4.1 SWOT ANALYSIS
STRENGHTS:
1.Excellent use of advertising for High Brand Recall.
2.User-Friendly/Easy-To-Use Interface.
3.Budget Hotels
4.Constant Innovation.
5.Presence almost everywhere.
WEAKNESS:
1.Fast Expansion Leading to Compromise on
Quality.
2.Renovation of Run down Hotels Raises Questions
of Trust and Credibility.
3.Lack of proper deductions of charges to property
owners.
OPPORTUNITIES:
1.The Number of Budget Travelers in India is on a
Rise.
2.More and More People are Becoming Technology-
Driven.
3.Use of Social Media to Enhance Consumer
Experience
THREATS:
1.Competitors like ZO Rooms and STAYZILLA.
2. "Backpacker travel/tourism" In India is still very
unpredictable.
3.Fewer Repeat Customers
4.Social media escalations.
Chapter-5
5.1. RESEARCH METHAODOLOGY

RESEARCH PROCESS:
Before embarking on the details of research
methodology and techniques, it seems appropriate
to present a brief overview of the research process.
Research process consists of series of actions or
steps necessary to effectively carry out research and
the desiredsequencing of these steps.
1. Formulating the research problem
2. Extensive literature survey
3. Development of working hypothesis
4. Preparing the research design
5. Determining the research design
1. Collecting the dataBy observation through
personal interview By questionnaires
2. Execution of the project
3. Analysis of data
4. Hypothesis-testing
5. Generalization and interpretation
6. Preparation of the report

Therefore to achieve the objectives of my research I

have used quantitative method for research.
5.1.2 SAMPLING PLAN FOR THE PROJECT
:1. Data source : Primary Data
2. Research approach: Survey method
3. Geographical area: Dalhousie and Banikhet
. 4. Sampling unit: Hotels. Dalhousie.
5. Sample size: 100 Customers.
6. Research instrument: Questionnaire and personal
interview
7. Contact method : Personal contact

5.1.3 LIMITATIONS
The limitations are as follows:
1. Some customers refuse to co-operate and do not
disclose their Genuine opinion.
2. Customer information is highly confidential, so
organization doesn't disclose it properly.
3. Respondent's answers might have influence or
bias.
4. Information is collected from the customers and
dealers only.
5. Meeting to the Guests is tough job, because they
are very busy and don't wants to givetime to
anyone.
6. Sometimes customers are angry because of the
staff behaviour.
5.2 Project Profile: Operations
Operations: Operations involves two Functions:
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 North, South, East, and
West.
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 DLS064 to
DLS063, each property was assigned with a different
property Code DLS 034 in DLS034 DLS is the area
code and 034 is the property code this is very
helpful in figuringout the customer related enquiry
or issues.
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 looked like in
CRS.

Chapter-6
Findings:-
1. It is 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 which in turn helped
us in maintaining Un-Happy%
2. During peak season overbookings are done from
the back end at negative inventory because of
which unhappy % increases. To overcome such
situation we requested to make a buffer for the
extra bookings.
3. During weekends bookings increased enormously
so in order to maintain that we mnagedd inventory
accordingly.
4. It has been seen that maintaining good relations
with all internal & external stakeholders helps in
smooth conductions of Operations.
5. It has been seen that the major reasons for the
customer dissatisfaction are:
a) Shifting from one hotel to another.
b) It's difficult to connect to customer care and if
someone connected than call cutted down many
times without giving the resolution.
c) Main problem arises for those customers who
make their bookings some other aps like gommt or
goibibo.
d) Variety and quantity in the breakfast is also the
major concern for the people.
e) cleanliness is also one concern for the people.
6. It's also been seen that incentives on delight
ratings motivates owners and managers totake
delight feedbacks.
7. it is seen that property owners and managers are
also disappointed with the respective ABMs
because of which also they didn't treat sometimes
customer in a better manner.

Learning outcomes:-
This internship has been an excellent and rewarding
experience. I have been able to meet and network
with so many people that I am sure will be able to
help me with opportunities in the future. One main
thing that I have learned through this internship is
time management skills as well Team work.In this
internship I learn to work under extreme pressure
conditions, handling extremely hyper customers. It's
firstly a lot of challenging but after few weeks its
seems to be familiar. It feels like I am the part of the
organisation and that because of my mentor they
are like big brother and hard working. They teach
me almost everything they know.Always try to
improve yourself is one thing I learn there. Hard
working sometime till 3. in the morning. I able to
learn about their way of working how they work.

Recommendations and suggestions:-

1. Property owners and managers should be taken
into consideration because there are several
property's who leave OYO because of this issue that
they are not listen by anyone. There losses are not
taken into account their prices are automatically
brings down so low that they will not be able to
generate their workers salary on bookings
2. Respective managers are needed to be guided in
a better way. There is a communication gap
between property owners or property managers.
3. Most of the property owners and managers don't
know where they have been penalised. What is not
good for them according to the policy. They are not
aware about the charges so they must be telling a
little bit about the charges.
4. Buffers should be maintained on time so that
customer inconvenience should not be happen.
5. Property prices are needed to be updated
regularly y their respective ABMS.
6. Trying to prevent as many as escalations they
can. Try to reduce check-in denies by proactively
doing or resolving the problem.
Thank You