Analysis of Customer Satisfaction in OYO in Eastern U.P

Abstract- Customer satisfaction is a cornerstone for success in the hospitality industry, directly impacting customer retention and business growth. OYO Rooms, established in 2013, has disrupted the budget hotel market by standardizing small hotels and aggregating them on a technology-driven platform. Despite its rapid expansion and innovative approach, OYO has faced challenges in maintaining consistent customer satisfaction across its network. This study analyses the current customer satisfaction levels at OYO, identifies the factors influencing satisfaction, explores gaps between customer expectations and experiences, and provides recommendations for service improvement. The research combines primary survey data, secondary data from online reviews, and relevant literature to present a holistic view.