Consumer adaptability to OTA platforms in Bangladesh- a study on GoZayaan

Abstract

This internship report attempts to analyze consumer behavior toward online travel agencies, investigate driving forces behind online booking, assess customer trust in OTA platforms, and evaluate consumer experiences with the GoZaayan application. The ultimate goal is to comprehend how well consumers are adapting to OTA platforms in the context of Bangladeshi travelers. To achieve these objectives, the paper has used both primary and secondary data sources. Online surveys were used to obtain data on demographics, shifting consumer preferences, motivators for booking travel online, and opinions on GoZaayan. After carefully examining the survey responses, it was discovered that most respondents were aware of online travel agencies (OTAs) and chose to use GoZayaan for their online reservations. GoZayaan has gained the trust of its users because to its reliability and flexibility as an app and website. Customers' trust emerged as a key factor in OTA platforms' success later on, with participants indicating a high degree of confidence in GoZayaan. In the fiercely competitive OTA market, regular innovations and improvements are needed to keep up with shifting consumer expectations. By prioritizing customer trust, enhancing usability, and enhancing the overall user experience, GoZayaan can keep its position as a leading OTA platform for Bangladeshi tourists.