A Study on Process Mapping and Optimization of the Business Visa Application Workflow with Customers of Voyage Planner in Ahmedabad City

This study titled “A Study on Process Mapping and Optimization of the Business Visa Application Workflow with Customers of Voyage Planner in Ahmedabad City” aims to evaluate the efficiency, structure, and customer satisfaction levels of the business visa application process provided by Voyage Planner. The research focuses on how different age groups perceive key service touchpoints such as initial consultation, document clarity, process timelines, online guidance, and post-visa support. A structured questionnaire was distributed, and data was collected from diverse age groups. Using descriptive statistics and chi-square tests, the study identified significant associations between age and various service attributes. Notably, respondents aged differently in their perception of timely assistance, digital support, process structure, and satisfaction levels, indicating the need for age-specific service strategies. While over 50% of respondents expressed high satisfaction, the findings revealed a strong demand for automation and digital tracking tools, especially among younger clients. Coordination issues and the need for post-visa services also emerged as key areas for improvement. The research contributes to both theoretical frameworks such as SERVQUAL and Technology Acceptance Model (TAM) and offers practical implications for process enhancement, digital transformation, and customer experience personalization. The study concludes that while Voyage Planner performs well overall, refining services based on customer segmentation, especially age, can further elevate satisfaction and streamline operations. Recommendations for future research include expanding demographic variables, comparing across cities or firms, and integrating employee perspectives.