customer satisfaction at bhagyashri travels pvt

8/11/2019 CUSTOMER SATISFACTION AT BHAGYASHRI TRAVELS PVT

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CUSTOMER SATISFACTION AT BHAGYASHRI TRAVELS PVT. LTD

DEPARTMENT OF MASTER OF TOURISM ADMINISTRATION (M.T.A) Page 1

1. INDUSTRY PROFILE

Travel and tourism is the largest service industry globally in terms of gross

revenue and foreign exchange earnings. It is also one of the largest employmentgenerators in the world. It has been a major social phenomenon and is driven by social,

religious, recreational, knowledge seeking and business interests and motivated by the

human urge for new experience, adventure, education, and entertainment. Tourism is

both cause and consequence of economic development. It has the potential to stimulate

other sectors in the economy owing to cross-synergistic benefits and its backward and

forward linkages.

GLOBAL SCENARIO

Travel and tourism is one of the fastest-growing industries and a leader in many

countries. It is expected to have generated around 9.4% of world GDP and 8.2% of total

employment in 2009. The contribution of the industry to the global economy remains

high despite a 4.38% decline in 2009. During the year, travel and tourism investment too

declined by more than 12%.

International tourist arrivals rose from 682 million in 2001 to 920 million in

2008. The global travel and tourism industry experienced a downturn in 2009 due to the

global economic and financial meltdown. The industry was affected by low business

volumes and consumer confidence, given the uncertainty about factors such as

availability of credit, exchange rates, employment, and the H1N1 virus. Consequently,

tourist arrivals fell 4% worldwide in 2009. Nevertheless, tourist arrivals increased 2% in

the last quarter of 2009, led by recovery in the Asia Pacific and the Middle East.


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The industry is expected to improve in 2010, as most of the leading economies

are exiting the recession since end-2009. However, it is expected to be gradual as

corporations, households and governments slowly recover. Given the improvement in

global economic conditions, the UNWTO forecasts a 3-4% increase in international

tourist arrivals during 2010. Asia is expected to continue showing the strongest rebound,

while Europe and Americas are likely to recover at a more moderate pace.

The expected rebound in tourism materialized in the first four months of 2010. This is

reflected in the 7% increase in international tourist arrivals during January-April 2010.

Tourist arrivals grew at a faster pace of 8% in emerging markets, while advanced

economies reported a 5% increase.

In 2009, following the trend in tourist arrivals, international tourism receipts alsorecorded a decline. It is estimated to have declined by 5.7% to US$ 852 bn. The decline


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in earnings is sharper than in arrivals, as during periods of slowdown, tourists tend to

stay closer to home and prefer to travel for a shorter duration of time.

The travel and tourism industry can be divided into inbound and outbound

tourism; inbound refers to countries attracting the largest number of tourists and

outbound refers to countries from where the largest number of tourists originate.

World Inbound Tourism

International tourist arrivals were 880 million in 2009. The European region

continues to attract the largest number of tourists, accounting for around 52% of total

traffic in 2009. The Asia Pacific and Americas follow with shares of 21% and 16%

respectively. France, USA and Spain were the top three tourist destinations in 2009;

China and Italy rank fourth and fifth respectively in terms of tourist arrivals.

International tourist receipts were down 5.7% in 2009. Europe continues to draw

the highest amount of total receipts, accounting for 49%; the Asia Pacific and Americas

formed around 24% and 19% respectively. USA, Spain and France were the top three

earners during 2009 in that order; Italy and China ranked fourth and fifth respectively.


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2. COMPANY PROFILE

a) BACKGROUND AND INCEPTION OF THE COMPANY

NAME AND LOCATION:-

BHAGYASHRI TRAVELS PVT.LTD

11, NAMJOSHI BHAVAN, L. B. SHASTRI ROAD, PUNE- 411030.

Ph: 020 24321811/12

Fax: 020 24320580

E-MAIL:- [email protected]

Website www.bhagyashritravels.com

LOGO OF BHAGYASHRI TRAVELS PVT LTD, PUNE:-
http://www.bhagyashritravels.com/http://www.bhagyashritravels.com/http://www.bhagyashritravels.com/http://www.bhagyashritravels.com/


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Bhagyashri Travels Private Limited is an associate company of Vasantrao Gole.

Bhagyashri Travels Private limited was established in the year 1981 and now currently

has branches at Thane, Mumbai and Pune, all IATA approved locations

Our primary service includes International and Domestic tickets, Visa Processing,

Foreign Exchange, Travel Insurance, Car Rental, Hotel Accommodation, Tours

Domestic & International Tours and Event Organization.

Today breaking from a mundane life routine to replenish energy is something people

look forward to. Moreover a tour away from home is always refreshing. It can be an

excellent excuse to spend some quality time with family and friends. A tour can not only

be a relaxing experience but also an opportunity to see places of historical and religious

importance. Fortunately our world has places which offer plenty of diversity for the

same.

With Bhagyashri we understand this. We realize this, and sincerely try to make all the

provisions and arrangements that would make your tour a complete fulfillment of the

expectations. Our commitment, availability of resources and sincere efforts make your

tour a real pleasure trip. We have an experience of more than 31 years to our credit and

total satisfaction of more than 5000 families who have travelled with us.

We have at our own office the ambience and resources, state-of-the-art amenities and

quality services which would cause you to approach us. Whenever you require our

services, our highly experienced Directors and staff are accustomed to provide quality

services up to the utmost satisfaction of our clients. Not only we are authorized by the

Indian Railways but also recognized by IATA, TAFI, IATO, GOI and MSTOA. We

believe that you would approach us with great expectations and we assure you that all

arrangements right up to back home are well taken care of.

Arrangements for your stay are made in star hotels, sightseeing arranged by AC coaches.

We take care of your food (Indian) wherever possible. We are certain that from our

specialized packages you would find one just right for your needs. I assure, your journey

with us will be comfortable, enjoyable and a memorable one.


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b) NATURE OF BUSINESS CARRIED International and Domestic Air Tickets Reservation Visas processing as per consulate regulations

Foreign Exchange, Travel Insurance for International / Domestic travel Arrangements for car rentals in major cities worldwide Hotels accommodation arrangement at special rates Tours packages to several inbound Domestic & International and destinations Domestic and international FIT Tours.

c) VISION, MISSION, AND QUALITY POLICY

OUR MISSION

Our mission is to provide you with the beat service and expertise for all of your travel

needs. Our goal is to exceed your expectation at every phase of your travel. If you re

looking for an experienced travel agency look no future.

OUR VISION

To create personalized and professional travel options in keeping with our motto:

Togetherness' on Bhagyashri Travels Pvt. Ltd!

MEMBERSHIP OF BHAGYASHRI TRAVELS PVT LTD:-

For our maintenance in quality we are recognized and certified by the

following organizations

(1) INTERNATIONAL AIR TRANSPORT ASSOSIATION (IATA)

(2) UNIVERSAL FEDARATION OF TRAVEL AGENT ASSOSIATION

(3) TRAVEL AGENT ASSOSIATION OF INDIA

(4) AUSSIE SPECIALIST OF AUSTRALIA

(5) CALIFORNIA EXPERT

(6) TRAVEL AGENTS FEDERATION OF INDIA


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d) SERVICES PROFILEa. Guaranteed departure for all tours.

b. Convenient departure dates

c.

Tour program designed to make tour more relaxing.d. Maximum time allotted for sightseeing, shopping and leisure.

e. Accommodation in star category hotels and travelling by modern AC

coaches.

f. Assuring individual and personalized attention by the tour operators /

conductors.

g. Buffet breakfast and Indian dinner.

h. Loan facility available.

i. Latest communication tools to provide more efficient services.

j. Pune to Pune plans.

k. An efficient tour escort provided with every trip.

l. Prices include all the expenses.


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e) AREA OF OPERATION/GLOBAL/NATIONAL/REGIONAL PUNE DADAR (MUMBAI)

THANE

TOUR PACKAGES OF BHAGYASHRI TRAVELS:-

A) Domestic Tours :

1) Kerala- Backwater- With Kanyakumari

2) Mini Kerala

3) Kerala Honeymoon Special

4) Banglore-Mysore-Ooty-Tirupati

5) Hyderabad-Ramoji Filmcity Special

6) Coastal Karnataka

7) Full Rajasthan

8) Mewad Rajasthan

9) Marwad Rajasthan

10) Simla-Kullu-Manali-Dalhousie

11) Nainital-Kausani-Jim Corbett

12) Kashmir-Vaishnodevi

13) Amarnath-Kashmir-Vaishnodevi

14) Chardham Yatra

15) Kolkata-Darjiling-Gangtok

16) Kashmir-Leh-Ladakh


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17) Trishthali Yatra

18) Andaman

19)

Gujarat Special

20) Madhya Pradesh

B) International Tours :

1) Full Of America

2) America -East Coast

3) America West Coast

4) Grand Europe

5) China

6) Australia & New Zealand

7) Hongkong & Macau

8) Singapore Thailand Malaysia (Luxury Tour)

9) Thailand Malaysia Singapore

10)

Malaysia Singapore

11) Thailand

12) Sri Lanka

13) Sri Lanka & Maldives

14) Dubai

15) South Africa


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16) Kenya

17) Egypt

18) Full Of Canada

f) COMPETITORS INFORMATION

Cox & Kings is the longest established travel company in the world. At present,

the COX & KINGS group has offices in UK (2 offices), USA, Japan, Germany Italy,

Turkey, Pakistan and Nepal. In India, Cox & Kings has offices in Mumbai, New Delhi,

Chennai, Bangalore, Calcutta, Ahmedabad, Cochin, Hyderabad, Pune, Goa and Jaipur

and one satellite office in Andheri in Mumbai and Gurgaon.

Thomas Cook is one of the world's leading international travel and financialservices groups and serves over 20 million customers a year. They provide services to

customers at 4,500 locations in more than 100 countries and employee over 20,000

people.

The Thomas Cook Holiday comes with a 150-year-old guarantee of eternally

sunlit memories. They couldn't expect any less from the people who invented travel for

leisure. They offer the world's most enjoyable holidays, to exotic destinations in India

and abroad where everything is taken care of from beginning to end.


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Established in 1984, Kesari Tours is a premium travel company, which offers

world-class holidays in India and around the world. Kesari have perfected their tour

itineraries to meet the special needs of the Indian tourist abroad. The motto of

organization is 'No compromise on quality'.

At Kesari Tours, they have made a motto that if they make a promise to their

customers, they honor it. They believe in honest, transparent deals. No hidden costs andno compromise on sightseeing. They strive for 100% satisfaction of tourists. The

company enjoys an immense goodwill. That's what they earned out of their beliefs.

A passion for Travel & a vision for creating innovative travel packages were the

two driving forces saw the beginning of a Travel Company in a very modest way in

Mumbai s Masjid Bunder.

The tremendous success & satisfaction of their tours paved way for Raj to hold

its banner high & it continues to do so till date. They are proud to say that year after year

they have improved on the product, adding new destinations, new attractions, pro-active

marketing, & building customer confidence.


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g) INFRASTRUCTURAL FACILITIES

DIRECTORS CABIN 1

DIRECTORS CABIN 2

E

N

T

RA

N

C

E

RECEPTION COUNTER

H R DEPARTMENT

WAITING LOUNGE

DOMESTIC SECTION

PASSPORT

SECTION

INTERNATIONAL SECTION

AIRLINE

TICKETING

VI


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h) ACHIEVEMENTS OF BHAGYASHRI TRAVELS PVT LTD

PUNE

o LUFTHANSA AIRLINES AWARD 2007, 2008, 2009.

o QUEENSLAND AUSTRALIA AWARDS

o AUSSIE SPECIALIST AWARD

o RIYA TRAVELS AWARD

o CALIFORNIA EXPERT AWARD

o SINGAPORE AIRLINE AWARD

o CERTIFICATE OF EXCELLENCE BAJAJ ALLIANZ AWARD


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h) WORKFLOW MODEL

ORGANISATION CHART

DIRECTOR

HOD( HEAD OF THE DEPARTMENT)

TOUR MANAGER

VISA CONSULTANT RESERVATION MANAGER PASSPORT HEAD

CASHIER ACCOUNTS HEAD SALES MANAGER

Chart 1.4: Explains about work flow in Bhagyashri Travels


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Staff

Bhagyashri always attempted to be exemplars of best practice in the area of Human

Resource Management and especially in the area of training and development. Apple

realizes that their staff requires skills and knowledge beyond those needed to do their job

in order to function effectively. The training is divided across the organizational

structure into four brad categories:

a. Training conducted by experienced tour managers

b. Training conducted by Directors of the Company

c. Sending Assistants on Tour for Training

d. Organizing training programs for software used by the Company

Skills

Experienced Board of Directors bring to the company effective decision-making ,

appropriate monitoring of both compliance and performance as well as apply all their

knowledge, international experience, contacts to the company.


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4. SWOT ANALYSIS

We are in a highly lucrative market in a rapidly growing economy. We foresee

our strengths as the ability to respond quickly to what the market dictates and to provide

quality service in a growing market. In addition, through aggressive marketing and

quality management we intend to become a well-respected and known entity in our

respective industry. Our key personnel have a wide and thorough knowledge of the local

market and expertise, which will go towards penetrating the market. However we

acknowledge our weakness of a small-sized company without a lot of experience, and

the threat of new competition taking aim at our niche. Below are the summarized

strengths, weaknesses, opportunities and threats.

STRENGTHS

Good will of people towards our company

Diversified market segments: ensuring the lack of dependency on one particular

market.

Combination of skills in directorship. The directors intend to jointly develop

business strategy and long-term plans, having wide experience in product and

business know-how.

Establishment and maintenance of strong capital base.

An aggressive and focused marketing campaign with clear goals and strategies.

WEAKNESSES

The introduction of new organizational practices and personnel who have not

previously worked together presents a challenge to the company.

A limited financial base compared to the major players in the industry. Lack of clear-cut channels of distribution.

Establishment on the Internet will produce technological challenges.


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5. ANALYSIS OF FINANCIAL STATEMENT

The annual turnover of the company is around 5 crores.

The Revenue according to the Departments of Bhagyashri Travels Pvt Ltd is as follows:

TICKETING : 25 lakhs ( both Domestic and International)

TOUR PACKAGES : 3-4 crores

VISA : 25-30 lakhs

PASSPORT : 20 laks

6. LEARNING EXPERIENCE

My training as a tour manager gave us me unique personal experience where I

enjoyed Most exotic feature of Kashmir Paradise on Earth. A state placed in the lap of

young fold mountain. The destinations we covered where totally a wonderful creation of

god. It is an exotic experience after visiting here. These places offer tourists scenes of

leisure, pleasure and relaxation. The planning for a suitable choice of destination and to

make it up are the most important elements of tourism. The destinations which we

covered are

Jammu ~~> Srinagar ~~> Pahalgam~~> Katra

The places which we covered were beautiful from all corners and all had some of

the important aspects from the point of religious factors, scenic beauties, climatic

factors. We enjoyed the memorable moments at the destinations. The places have

glimpses of various factors which attracts us to destinations. The destinations where we

visited are combinations of glimpses and glory. The following is the detailed itinerary:


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DAYS DATE PARTICULARS REMARKS

DAY1 02.05.2013 Leave Pune for Jammu by Jhelum

Express (No. 11077) at 5.20pm.

Difficulty in

managing thecrowd.

DAY2 03.05.2013 Train Journey Difficult tocontact as wetour managerswere in different

bogie.DAY3 04.05.2013 Arrival at Jammu at 9.30am.

Sightseeing & halt.

Places Shown : Bagh e Bahu Garden,Raghunath TempleStay at : Jammu Ashok

Hotel was good,sightseeing

completed intime.

DAY4 05.05.2013 Leave Jammu after Breakfast forPahelgam & halt(Lunch enroute) andDinner at PahalgamStay at : Fifth Season

Journey was verytiring, Bus wasgood

DAY5 06.05.2013 After breakfast Pahalgam SightseeingPlaces shown: Chandanwari, Betaab

valley.Lunch at Pahalgam and leave forSrinagar via Avantipur- an ancienttemple, at Pampore visit saffron fieldsand Mata Kheer Bhawani Temple.Check in at House Boat in Dal Lake.Dinner at House Boat

Good site seeing places, hotel was

excellent.Difficulty inmanagingluggage as wehave to reachhouse boat inShikara

DAY6 07.05.2013 Breakfast in the house boat, VisitShankaracharya temple, MughalGardens: Shalimar, Nishat and ChasmeShahi. After noon lunch at House boatand go for Shikara ride and Shopping.Dinner and Stay at House boat

Gardens were beautiful, Shikara people wererude.

DAY7 08.05.2013 After Breakfast leave for Sonmarg, beautiful valley. Horse ride for visitingglacier. Afternoon lunch at Sonmarg.Back to Srinagar. Dinner at hotel andhalt

Difficulty inmanagingluggage andcrowd as we hadto shift into ahotel.


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Table 1.3 itinerary and learning experience of tour manager

DAY8 09.05.2013 After breakfast, Gulmarg sightseeingenjoyed Gandola ride, one of thehighest in the World. Lunch at Gulmargand back to Srinagar evening free time

for shopping.

It took 4 hrs toget into Gandola.Difficult tomanage group as

many were senior persons.DAY9 10.05.2013 After breakfast leave for Katra, en route

lunch. Reach Katra by evening. AfterDinner leave for Vaishno DeviDarshan.

Long journey,and no rest

before leavingfor Vaishno devitemple

DAY10 11.05.2013 After breakfast leave for Jammu, Lunchen-route and Board Jhelum Express(No. 11078) at 10 PM for Pune

DAY11 12.05.2013 Train Journey

DAY12 13.05.2013 Arrive at Pune


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1. GENERAL INTRODUCTION

1.1 INTRODUCTION TO TOURISM

According to WTO tourism encompasses the activities of persons travelling and

staying in places outside their usual environment for not more than one year for leisure,

business and other purposes.

In general tourism is defined as a person travelling from his own residence at least

50kms (1way) and he has to stay overnight with payable accommodation.

In order to understand tourism systematically it is very important to know various

components, which together make tourism, happen. There are three major components

in tourism.

They are

1. Transportation

2. Attraction

3. Accommodation

1. Transportation:

There can be no travel if there is no transportation. Travel involves movement of

people from their origin to destination and it is possible only if there is some mode of

transport. Connectivity is very important in tourism development; this could be possible

only if adequate transportation infrastructure is efficient, comfortable and inexpensive.

A tourist in order to get to his destination therefore needs some mode of transport. This

may be a motor car, a coach, an aero plane, a ship or a train which enable a traveler to

reach to a predetermined destination. In many countries tourism is developed only

because of adequate major components. Especially a good transportation facility makes

these countries to become a major tourist destination. The development of technology is

caused for invention of new mode of transportation. Today a man can travel anywhere in

the world with safety and also with inexpensive fare.

2. Attractions:


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Attraction is yet another important major component of it may include what it offers

to tourist. The holiday destination may offer natural attractions like sunshine, scenic

beauty and sporting facility. Man made attractions like historical monuments,

archeological sites or any type of entertainment. The destination with attractions and

amenities is the most important as these are very basic for tourism. Unless these are not

there the tourist will not motivated to go a particular place. However since interest and

taste of tourist varies widely, they might choose from a wide range of attractions

available at various destinations all over the world.

Types of attractions:

Traditions: national festivals, arts and handicrafts, music, folklore, native life,

costumes.

Cultural: sites and areas of archeological interest, historical buildings, places of

historical significance, political and educational institutions, religious institutions etc

Scenic : national parks, wild life, flora and fauna, beach resort, mountain resort etc.

Entertainment: participation and visiting sports, amusement and recreation parks,

cinemas, nightlife, cruises.

Other attractions: climate, health resorts and spas.

3. Accommodation:

Accommodation plays a central role and vary basic tourist destination. Wto on its

definition of tourist has stated that the tourist must spend at least one night in the

destination visited to be qualified as a tourist. The availability of good accommodationmakes a destination very popular tourist attraction.

Accommodations provide hospitality and also tourist feels home away from home.

These are the three major components of tourism which motivate tourist to travel

towards destinations. Along with these three major components there are various minor

components which help to make tourism development at the destination. They include

1. Travel agent.


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2. Tour operator.

3. Tourist guide.

4. Car rental companies.

5. Shopping complex.

6. Health centers etc


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1.2 IMPORTANCE OF TOURISM IN INDIAN ECONOMY

Tourism is a powerful economic force providing employment, foreign exchange,

income and tax revenue. The generators of economic impact for a city a state, a country

or a destination area or visitors their expenditure and the multiplier effect. The economic

impact of tourism spending is a function of numbers of domestic and international

visitor s expenditure.

Because goods and service provided to tourist are really inputs to the process of

providing the experience demand for them is derived from demand for tourism. Some

goods and services are complimentary and their demand is interrelated in a positive

fashion. Package tours have the characteristics of putting all parts and services together,so they can become complementary. Competitions occur among tours, tour operator can

maximize profits by selling tour of different values and costs in order to cater who as

many people as possible among demand. The number of people can be accommodated

can be determined from the marginal cost of the tour and the marginal revenue to be

derived from a given price level

a) Employment generation:

The WTTC (world tour and travel council) estimated that employment in the

travel and tourism is 8.2% of the total employment. Tourism provides both direct and

indirect employment. Firms such as hotels, restaurants, airlines, cruise liners and resorts

provide direct employment because their employees are in contact with the tourist and

provide tourist the experiences. Employees of firms providing goods and services to the

direct employment firms such as aircraft manufacturing, construction firms and

restaurant suppliers create direct employment.

b) Tourism increases tax revenue :

Tourist must pay taxes like most other people. Because they come from other

regions or countries, their expenditure represent an increased tax based for the host

government in addition to usual sales tax. Tourist sometimes pays taxes less direct way.

Airport taxes exit fee, custom duty, and charges applied for granting visa, these are just

few examples of commonly used methods of taxing tourist. In some countries for

instance the room rate at a hotel can be different for the tourist than for resident. Apart


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from these special cases the actual tax collected for both tourism and residents increase

because of tourism expenditure.

c) Income:

Tourism stimulates the economy of the area in which the development occurs.

Most of all in popular tourism destination local community were generating income by

tourist expenditure. In international tourism the rate of expenditure will be more

compared to domestic tourism. Service providers to tourist like local transportation,

linkage, accommodation, operator, entertainer, shopping complex etc. They can earn

money from tourism activities.

d) Foreign exchange earnings:

Earning of foreign exchange is one of the most major benefits of tourism. Many

countries including India give preferences to tourism because of its contributions

towards foreign exchange. International tourism defines a person must stay at least 24

hours and less than one year when length of stay of an international tourist increase his

expenditure generates maximum foreign exchange to any host country in any tourist

destination service provided to international tourist, the service provider will charge

high.

There are two ways we can look at this activity. One is visiting some place for a

reason and then go as a tourist or you can directly go as a tourist. You already know that

tourism is an activity done by an individual or a group, moving from one place to

another, from a country to another for performing a specific task, or a visit to a place or

several places for entertainment which leads to an awareness of other civilizations and

cultures and history. Tourism is an important industry that depends on culture andscience and has a direct impact on the national revenue for all touristic countries.


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1.3 FORMS OF TOURISM

There are different purposes of visits

based on the purpose of visit tourism is categorized into the following

1. Leisure tourism

Tourists may travel to experience a change in climate and place and learn

something new, enjoy pleasant scenery, or to know more about the culture of a

destination. Tourists, who seek break from the stress of day to day life, devote their

holiday to rest and relaxation, refresh themselves. These tourists prefer to stay in some

quiet and relaxed destination preferably at a hill resort, beach resort or island resort.

Nowadays tourists undertake various adventure sports activities for leisure and to refreshthemselves after working hard. This tourism includes following forms based on the

activities undertaken:

2. Cultural tourism

It is also called as heritage tourism. People are curious to know about foreign lands and

their cultures. Culture is most important factors which attracts tourists to a destination.

Cultural tourism gives insight to
http://oer.nios.ac.in/wiki/index.php/File:Forms_of_tourism.png


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Way of life of the people of distant land

Dress, jewellery, dance, music, architecture

Customs and traditions

Fairs and festivals

Religions

Culinary delights

3. Religious tourism

It is also called as pilgrimage tourism / spiritual tourism. It is a form of tourism, where

people travel individually or in groups for pilgrimage. The world's largest form of mass

religious tourism takes place at the annual hajj pilgrimage in Mecca, Saudi Arabia.Modern religious tourists are more able to visit holy cities and holy sites around the

world. The most famous holy cities are Jerusalem, Mecca and Varanasi.

4. Family tourism

Family tourism involves the family unit and their participation in diverse forms of

tourism activity. This includes visiting one s relatives and friends for interpersonal

reasons. Many people in India travel for visiting their friends and relatives. Whilevisiting friends or relatives, people also visit tourists attractions in and around the city.

5. Health tourism

Health tourism is also called as medical tourism. People have been travelling for

centuries to improve and rebuild their health and stamina. Today, many people travel

great distances to exotic locations or health care facilities in faraway countries, in search

of medical treatment and care. Medical tourism is an age-old concept that has gained

popularity in the recent times. Many developing countries are emerging as hot medical

tourism destinations capitalizing on low cost advantages. Many hospitals have specially

designed packages including resorts facilities. Thus health tourism covers one or more

of the following aspects-

Change of climate

Alternative therapy- Ayurvedic treatment, hot sulphur springs, naturopathy and

art of living


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Medical treatment

6. Sports tourism

Sports tourism refers to travel which involves either viewing or participating in asporting event staying apart from their usual environment. Sport tourism is a fast

growing sector of the global travel industry. Sports tourism refers to people travelling to

participate in a competitive sport event. Normally these kinds of events are the

motivators that attract visitors to visit the events like Olympic Games, fifa world cup.

Sports tourism can be adventurous also. Adventure sport tourism is also called as

adventure tourism. Adventure sport tourism is more challenging because it takes the

tourists into regions which are less frequently visited and may not have easy access.According to the national tour association, adventure tourism is a "tour designed around

an adventurous activity such as rafting, hiking, or mountain climbing."

Adventure sports tourism is a package of

Recreation

Enjoyment

Education Thrills of participating in an adventure

Adventure tourism has various forms, which can be broadly categorized as follows:

1. Land based

2. Water based

3. Air based

7. Educational tourism

Educational tourism developed, because of the growing popularity of teaching and

learning of knowledge and the enhancing of technical competency outside of the

classroom environment. In educational tourism, the main focus of the tour visiting

another country to learn about the culture, such as in student exchange programs and

study tours, organizing specialized lectures of the eminent personalities and for research.


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8. Business tourism

The business traveler s main motive for travel is work. Tourists visit a particular

destination for various reasons pertaining to his /her work such as attending a business

meeting, conferences, conventions selling products, meeting clients. Business tourism is

popularly called as mice (meetings, incentives, conferences, and exhibitions) tourism.

9. Alternative forms of tourism

Alternative tourism aims at seeking a change from impersonal, traditional tourism to

establishing cardinal rapport between visitors and the local community. Instead of using

touristic commodities these tourists prefer to use or share the services of local people.

The focus in these travels is the preserved natural environment, authentic atmosphere

and cuisine, and local traditions. Alternative tourism is nowadays regarded as a key to

sustainable development. It is also known as special interest tourism. It is of various

types

Ecotourism

Food tourism

Agro-rural tourism


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1.4 BOOM OF TOURISM IN INDIA

India Tourism Development Corporation was set up on October 1st, 1966. As per

UNWTO World Tourism Barometer India Ranks 42nd in the international tourism

Arrivals in 2008. Top four countries are France, Spain, US & China. India s rank in

international tourism receipts was 20, while the top four countries with maximum

receipts are US Spain France & Italy. India maintained consistent high growth rate of

13.3 per cent, 13.5 per cent and 12.4 per cent in 2005, 2006 and 2007 respectively.

Tourist arrivals to India were down by more than 17 percent in January 2009 due

to the global economic crisis as well as Terrorist Attack on Mumbai on Nov. 26, 2008.

In December 2008, about 521,990 tourists came to India - a 12.5 percent declinecompared to December 2007. In January this year, 487,262travellers came to India,

which was 17.6 percent decline compared to the same month of 2008. However in April

2009, some improvement had been witnessed with 370,756 tourists visiting India - a dip

of just 3.5 percent. As per estimates Tourism accounts for 12.2 % of Total World

exports and 8.1% of Global Employment.

The Indian government is taking several steps to promote tourism in the country

which has taken a knock following the global meltdown and the Mumbai terror attack

such as announcement of various promotional schemes like Visit India Year 2009 to

attract tourists to India. Under this scheme, travelers from abroad who visit India in 2009

will have a chance to get an extra sample of the country s exotic adventure tourism and

sublime eco, rural and wellness tourism in 2010 and 2011 too. Tourism contributes

5.83% of India s GDP. National Tourism Policy: In 1982 National Tourism Policy was

presented in Parliament in 1982.

A Draft New Tourism Policy of India was prepared in 2002The Travel &

Tourism Competitiveness Report 2007 ranked tourism in India 6th in terms of price

competitiveness and 39th in terms of safety and security. However, India's tourism

sector currently lags behind less endowed countries and faces serious challenges

including shortage of hotel rooms. In 2007, there were only 25,000 tourist-class hotel

rooms in the whole of India.


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With India gearing up to host the Commonwealth Games next year, hoteliers in

the country are rushing to make the most of the likely spurt in tourist traffic, leading to a

boom in development A survey by World Travel and Tourism Council (WTCC), the

report said that between now and 2018, India will be a tourism hotspot followed by

China, Libya and Vietnam. Govt of India in March 2009 announced the approval of two

port projects and five highways projects worth an estimated Rs5,220 crore under the

public-private partnership model. The latest approvals bring the total number of projects

approved by the public private partnership approval committee, which was set up in

January 2006, to 101.

The projects, estimated to have a combined cost of a at least Rs1 trillion, include

88 highway projects, nine ports projects, two airport projects and one each in tourism

infrastructure and railways. Tourism department classified hotels under star system in 6

categories, which are from 1 star to five star plus a Heritage hotel category.


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1.5 TOURS

The definitions of tour are as follows

1. A trip with visits to various places of interest for business, pleasure, orinstruction.

2. A group organized for such a trip or for a shorter sightseeing excursion.

3. A brief trip to or through a place for the purpose of seeing it: a tour of the house.

4. A journey to fulfill a round of engagements in several places: a pianist on a

concert tour.

Types of tour

Package tours

A package tour or package holiday consists of transport and accommodation advertised

and sold together by a vendor known as a tour operator. Other services may be provided

such a rental car, activities or outings during the holiday. Transport can be via charter

airline to a foreign country, and may also include travel between areas as part of the

holiday. Package holidays are a form of product bundling.

Package holidays are organized by a tour operator and sold to a consumer by a travel

agent. Some travel agents are employees of tour operators, others are independent.

A pre-arranged combination of not fewer than two of the following tourism services

when sold or offered for sale at an inclusive price and when the service covers a period

of more than 24 hours or includes overnight accommodation:

- Transportation air, sea, road, rail etc to/from destination- Accommodation hotels, guest houses, cottages etc.

- Other tourism services such as transfers between air/sea port and accommodation

at destination, accounting for a significant portion of the tour package

Often package holiday can include the following additional elements:

- Meals breakfast, half board or full board (bb; hb; fb)

- Supplementary services events, city sightseeing, theme evenings- Entertainment animation etc.


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- Insurance and other ancillary services

Escorted tours

This kind of tour is a group tour which uses the services of a professional tour manager.The escorted tour is a structured program of sightseeing, meals, transportation and

accommodation. The professional tour manager is in charge of all arrangements.

Special-interest tours are generally escorted tours. (lubbe 2000)

All-inclusive tours

An all-inclusive tour includes the coverage of all costs in the unit price except for

personal items. This usually means the coverage of all air and land arrangements such astransportation, accommodation, meals and sightseeing. (lubbe 2000)

Incentive trip

Journey for the staff of an enterprise or for the members of a professional group to

reward or encourage them. The costs of incentive trips are largely or partially borne by

the hosts.


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1.6 TOUR GUIDE

A tour guide is an individual who, either as an employee or affiliate of a duly

licensed travel and tour agency, guides tourists, both foreign and domestic for a fee,

commission or any other form of lawful remuneration on local sightseeing excursions.

Classification of Guides on the basis of the nature of the tourist destination

1. Heritage

a. History: One who gives information of the past, moreover found at Palaces, Forts,

Museums, Battlefields, Tombs / Mausoleums, Temples , Churches etc

b. Archeological: One who gives information on the ancient civilizations and the bygone

era , found at museums and archeological sites like the Giza Pyramid s, Harappa &

Mohenjo-Daro, Nalanda University, Machu Picchu etc

c. Architecture Guide :One who gives information of the art and construction strategy of

the monuments and masterpieces from the past, found especially outside Temples,

Palaces, Tombs / Mausoleums, Towers etc

2. Culture Guide:

One who gives information on the lifestyle patter on the native society of that particular

Tourist Destination

a. Cuisine Guide: One who gives information on the Agriculture, cultivation, and staple

diet of a place, delicacies of that region and where to eat what and when. He /she takes

the guest around the city making them taste specialties prepared at different food shops

and restaurants. Places visited are Farms, Restaurants, Sweet Shops, Chocolate Factory,

Cheese Factory, Vineyards, Orchards etc

b. Religious Guide / Temple Guide / Pilgrim Guide : One who gives information on the

religion, gods & goddesses, mythology, traditions, rituals etc, such guides are hired

especially during festival times, they are found at temples, and other shrines


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3. Adventure Guide Mountaineering Guide Trekking Guide

Skiing Guide Surfing Guide Scuba Diving / Snorkeling Guide

4. Forest / Wilderness Guide Hunting Guide Safari Guide

5.

Business Guide Real Estate Consultant

6. Coach Guide City Tour Guide

7. Nature Guide Desert Guide Hill Station Guide

Botanical Garden Guide8. Special Interest Guide :

Cruise Guide, Golf Guide, Shopping Guide, Hotel Guide, Wedding Guide etc


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ELEMENTS OF TOUR ESCORTING

Mastery of information Communication skills

Rapport with the clients

Mastery of information: refers to stock knowledge acquired by the tour guide

through research, interaction with other guides and self study.

Communication skills: this includes the mastery of language or languages, be in

English, Filipino, the local dialect or another foreign language. Also includes quality of

voice, overall projection and language meanings. Body language and descriptive and

directional gesture such as pointing directions and facial expressions are part of this

element.

Rapport with the tourists: this aims to arouse the interest of the clients in order

to elicit positive responses and appropriate questions. It involves face-to-face and eye-

to-eye contact, the proper way of asking and answering questions and the polite

unobtrusive way of calling people s attention.

Rules of practical tour escorting

Reporting time: always report at least 30 minutes before the tours departure to: check

the vehicle, equipment and brief the driver; assemble the people; have time to make last

minute adjustments.

Boarding : position yourself in a strategic location, give an appropriate greeting and

count heads.

Commentaries : required (introduction of self and driver, descriptions of the days tour,

designated stops and points of interests), informative (facts and figures on sites and

sights), requested (answers to questions posed by the tourists) and optional

commentaries (ad lib comments, jokes, witty stories, legends and trivia).

Touring : alert people of an appropriate sight of interest and give the appropriate

commentary only when the sight is visible to most.


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Stopovers : always supervise disembarking. Herd, group and lead the people. Allow

time for picture taking and other activities, such as use of toilet and trinket shopping.

Supervise re-boarding and always count heads.

End of tour : before disembarkation, give a reminder of next activity/movement and

thank you speech. When the clients have disembarked, check each seat for items that

may have been left behind. Thank the driver.

DOS AND DONT S OF TOUR GUIDING

Avoid guess work and propaganda

Check and update all information all the time

Never discuss religion or politics Be neutral in discussions Never use t he words i think or i guess or probably . It is better to say i

do not know, but i will find out .

Avoid memorizing commentaries

Develop enthusiasm for study and research

Know important information and data by heart Select materials carefully (interesting, unusual, amusing, appropriate) Adapt level of commentaries to the client s level Do not pad limited knowledge

Be honest and sincere

If you do not know, say so (guess work is easily detected) Encourage trust and confidence

Show genuine interest in people

Be positive and patriotic

Emphasize the positive aspects of the commentaries If you have a negative commentary to make, be tactful

Let your love of country and people show in your words and deeds


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Be sensitive in the operating environment

React properly to the unusual Be ready for the unforeseen

Decide on-the-spot, explain later

Encourage responsible and sensitive behavior from clients

Respect local sensibilities Behave with consideration of others Obey rules that protect the physical and social environment

Establish rapport with the clients

Use the skills learned to interest and entertain Seek common ground Show genuine interest in people

Establish rapport with the suppliers

Use your people skills to elicit cooperation from the suppliers Seek grounds of concern with your suppliers for the common good Show genuine friendship with the suppliers staff

Make choices

Keep the general welfare in mind Follow the majority rule Remember you cannot please everybody

Never insinuate or ask for tips

A tip earned is a tip given Understand that some nationalities are not accustomed to give tips A good, knowledgeable, skilled and professional tour escort will always earn a

tip


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1.7 JOB DESCRIPTION OF TOUR MANAGER/ESCORT

Tour managers organize and accompany groups of holidaymakers on package

tours to a wide variety of locations. They are responsible for ensuring travel

arrangements for holidaymakers run as smoothly and enjoyably as possible from

beginning to end, as well as providing them with practical support throughout the trip.

In some companies, before tours are publicized and booked, tour managers are

involved with planning tour schedules.

Most tour escorts work on a self-employed basis for tour operators, ranging from

international companies to small, special interest operators. This is a demanding, but

varied and rewarding role. Tour managers may also be known as tour directors.

Typical work activities

Tour managers usually accompany groups travelling by coach, although on specialist

tours travel may be by mini-bus, car, boat, train or plane.

Typical activities usually include:

Development of domestic and international packages by visiting destinations

and suggesting interesting travel routes or places of interest; Designing flexible tour packages to meet the needs of different clients; Exploring and identifying new business opportunities in a competitive and

rapidly changing industry; Welcoming groups of holidaymakers at their starting point and announcing

details of travel arrangements and stop-over points;

Checking tickets and other relevant documents, seat allocations and any

special requirements; Helping with passport and immigration issues; Helping holidaymakers check-in and settle into their accommodation; Communicating a range of information on itineraries, destinations and

culture;


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1.8 TRAVEL AGENCY

A travel agency is a private retailer or public service that provides tourism

related services to the public on behalf of suppliers such as airlines, car rentals, cruise

lines, hotels, railways, and package tours. In addition to dealing with ordinary tourists

most travel agencies have a separate department devoted to making travel arrangements

for business travelers and some travel agencies specialize in commercial and business

travel only. There are also travel agencies that serve as general sales agents for foreign

travel companies, allowing them to have offices in countries other than where their

headquarters are located.

Origins

The British company Cox & Kings is sometimes said to be the oldest travel

agency in the world, but this rests upon the services that the original bank, established in

1758, supplied to its wealthy clients. The modern travel agency first appeared in the

second half of the 19th century. Thomas Cook, in addition to developing the package

tour, established a chain of agencies in the last quarter of the 19th century, in association

with the Midland Railway. They not only sold their own tours to the public, but in

addition, represented other tour companies. Other British pioneer travel agencies were

Dean & Dawson, the Polytechnic Touring Association and the Co-operative Wholesale

Society. The oldest travel agency in North America is Brownell Travel; on July 4, 1887,

Walter T. Brownell led ten travelers on a European tour, setting sail from New York on

the SS Devonia.

Travel agencies became more commonplace with the development of

commercial aviation, starting in the 1920s. Originally, travel agencies largely catered to

middle and upper class customers, but the post-war boom in mass-market package

holidays resulted in travel agencies on the main streets of most British towns, catering to

a working-class clientele, looking for a convenient way to book overseas beach holidays.


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Operations

A travel agency's main function is to act as an agent, selling travel products and

services on behalf of a supplier. Consequently, unlike other retail businesses, they do not

keep a stock in hand. A package holiday or a ticket is not purchased from a supplier

unless a customer requests that purchase. The holiday or ticket is supplied to them at a

discount. The profit is therefore the difference between the advertised price which the

customer pays and the discounted price at which it is supplied to the agent. This is

known as the commission. In many countries, all individuals or companies that sell

tickets are required to be licensed as a travel agent. In some countries, airlines have

stopped giving commission to travel agencies. Therefore, travel agencies are now forced

to charge a percentage premium or a standard flat fee, per sale. However, somecompanies still give them a set percentage for selling their product. Major tour

companies can afford to do this, because if they were to sell a thousand trips at a cheaper

rate, they still come out better than if they sell a hundred trips at a higher rate. This

process benefits both parties. It is also cheaper to offer commissions to travel agents

rather than engage in advertising and distribution campaigns without using agents.

Other commercial operations are undertaken, especially by the larger chains.

These can include the sale of in-house insurance, travel guide books and timetables, car

rentals, and the services of an on-site Bureau de change, dealing in the most popular

holiday currencies.

The majority of travel agents have felt the need to protect themselves and their

clients against the possibilities of commercial failure, either their own or a supplier's.

They will advertise the fact that they are surety bonded, meaning in the case of a failure,

the customers is guaranteed either an equivalent holiday to that which they have lost orif they prefer a refund. Many British and American agencies and tour operators are

bonded with the International Air Transport Association (IATA), for those who issue air

tickets, Air Travel Organizers Licensing (ATOL) for those who order tickets in, the

Association of British Travel Agents (ABTA) or the American Society of Travel Agents

(ASTA), for those who sell package holidays on behalf of a tour company.

A travel agent is supposed to offer impartial travel advice to the customer.

However, this function almost disappeared with the mass-market package holiday and


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some agency chains seemed to develop a 'holiday supermarket' concept, in which

customers choose their holiday from brochures on racks and then book it from a counter.

Again, a variety of social and economic changes have now contrived to bring this aspect

to the fore once more, particularly with the advent of multiple, no-frills, low-cost

airlines.

Travel Agencies in India

The travel agency trade in India is about 60 years, and has received its impetus

from the growth of civil aviation in the country. Travel agency trade in India was a small

beginning with a few firms, today it encompasses about 750 travel agencies spread all

over the country. The country is renowned for its uncertainties and it s not easy to f igure

it out without any guidance. Therein India travel agencies or tour operator emerges as a

perfect companion chasing away the complexities and overcoming all obstacles and

ensure you have a perfect travelling experience.

Functions of Travel Agency

Travel agencies play a very important role in the tourism industry. Constantly changing

air fares and schedules, and time required to analyze and choose vacation packages,

make travel planning difficult and time consuming. Consequently, travelers often turn to

Travel Agents for assistance in making the best travel arrangements. Travel agencies

perform a variety of functions for the benefit of the travelers. Travel agents encourage

people to travel and help them plan and prepare for the trip. Travel agencies book tours

for different types of clients; they organize group tours and design tours for individuals.

Travel agencies consult a variety of published and computer-based sources for

information on departure and arrival times, economical fares, car rentals, and hotel

ratings and accommodations. Normally travel agents inform clients about customs

regulations, passports, visas, immunization requirements, and currency exchange rates.

Some travel agencies also deal with foreign currency. They provide foreign currency and

inform the traveler about the currency regulations prevailing at scheduled destinations.

Any travel agent needs certain skills and qualities for performing business related

functions effectively. This will be reflected on the entire business and will be helpful for

repeat business, improves customer loyalty and acts as a promotional tool due to the

positive word of mouth publicity by the satisfied customer.


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a) STATEMENT OF THE PROBLEM

This study seeks to identify the variables which are related to customer

satisfaction during an on-tour service encounter. Participant observation research wascarried out to investigate the role of the tour leader and the service performance of

suppliers in terms of itinerary management. The study develops a framework linking the

role of the tour leader to the formation of customer satisfaction, and contributes towards

a better knowledge of tourism satisfaction for tour operators and travel agencies.

b)

OBJECTIVES OF THE STUDY

- To know how to sell your products, tour packages in tourism industry and in

corporate sector

- To understand what customer wants in their trips, events and meetings and how

to organize or modify according to their choice and taste for the customers

- To know very new ideas of selling their products in market

c) SCOPE OF STUDY

The scope of study in this project is limited to the satisfaction of the tourists who

have travelled with Bhagyashri Travels Pvt. Ltd. For Kashmir by Train Package (11

Nights/12 Days) from 1 st May 2013 to 12 th May 2013.


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d) METHODOLOGY

The study is based on primary as well as secondary data. Primary data was

collected using both qualitative as well as quantitative techniques. The following

methods were used to get the data:

PRIMARY DATA

Consists of information gathered for some specific purposes and primary data is

also that you collect through researches, surveys, questionnaires etc.

1.

Interviews: formal, informal and in-depth;2. Case studies: simple and intensive;

3. Group meetings: facilitated and non facilitated;

4. Observations: simple and intensive; and

SECONDARY DATA

Secondary data consists of information that already exists somewhere having being

collected for some purposes.

1. Documents related to travel agency; and

2. Other literatures : reports, articles and books related to travel and tour

management.

These documents proved useful in understanding the position of different

developmental schemes of Tourism regarding implementation, alternatives,

solution, etc.


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e) LIMITATIONS OF STUDY

The present study is limited to many aspects. Providing information about

customer satisfaction is the outcome of various variables. It is not possible to take intoconsideration each and every aspect/criteria in this study.

The research is limited to a small sample size. Some of the information given by the respondents may not be reliable(bias) The study is confined only to tourists of Bhagyashri Travels Pvt. Ltd. for the

package of Kashmir by Train. Analysis is done on the assumption that respondents have given correct

information through the questionnaires.


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2. ANALYSIS/DESIGN, INTERPRETATION OF RESULTS

Total 13 tourists were taken as sample and survey was conducted with help of a

questionnaire. The Survey was conducted on the basis of service in office, hotel, bus,

sightseeing, food, and tour manager services.

Service in office while booking the tour

Table 2.1: Table explains about the way to greet at reception

Excellent Very Good Good Average

0 90% 0% 10%

Chart 2.1: Chart explains about the way to greet at reception

Interpretation:

The above displayed table and chart explains about the way of greeting at the reception;

by the analysis research says that 90% of the customers said it was very good and 10% said it

was average.

0.00%

10.00%

20.00%

30.00%

40.00%50.00%

60.00%

70.00%

80.00%

90.00%

100.00%


Our way to greet at Reception


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Service in office while booking the tour

Table 2.2: Table explains about correct information given


0 90% 10% 0%

Chart 2.2: Chart explains about correct information given

Interpretation:

The above displayed table and chart explains about whether the correct information was

provided about the package or not; by the analysis research says that 90% of the customers said

it was very good and accurate and 10% said it was good.

0.00%

10.00%

20.00%

30.00%

40.00%

50.00%

60.00%

70.00%

80.00%

90.00%

100.00%


Correct information given


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Table 2.4: Table explains about correspondence from sales management till the end

of tour


0% 70% 20% 10%

Chart 2.4: Chart explains about correspondence from sales management till the

end of tour

Interpretation:

The above displayed table and chart explains about whether there was correspondence

of sales management throughout the tour; by the analysis research says that 70% said the

correspondence was very good, 20 % said it was good and 10% said it was an average

correspondence from sales management.

0.00%

10.00%

20.00%

30.00%

40.00%

50.00%

60.00%

70.00%

80.00%

90.00%

100.00%


correspondence from sales management tillthe end of tour


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Table 2.5: Table explains about Politeness and Confidence of Sales person


30% 30% 40% 0%

Chart 2.5: Chart explains about Politeness and Confidence of Sales person

Interpretation:

The above displayed table and chart explains about politeness and confidence of Sales

person. By the analysis research says that 30% of the customers felt that politeness and

confidence was excellent, 30% said it was very good and 40% said they were good in politeness

and confidence.

0.00%

10.00%

20.00%

30.00%

40.00%

50.00%60.00%

70.00%

80.00%

90.00%

100.00%


Politeness and Confidence of Sales person


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Hotel Quality and Service

Table 2.6: Table explains about Hotel Quality and Room Service


60% 30% 10% 0%

Chart 2.6: Chart explains about Hotel Quality and Room Service

Interpretation:

The above displayed table and chart explains about hotel quality and room service; by

the analysis, research shows that 60% of the tourist said that hotel quality and service was

excellent and where as 30% said it was very good and 10% said it was good.

0.00%

10.00%

20.00%

30.00%

40.00%

50.00%

60.00%

70.00%

80.00%

90.00%

100.00%


Hotel Quality and Room Service


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Table 2.7: Table explains about Hotel Location


70% 30% 0% 0%

Chart 2.7: Chart explains about Hotel Location

Interpretation:

The above displayed table and chart explains about location of the hotel; by the analysis

research says that 70% of the tourist said the hotels location were excellent and whereas 30%

rated it as very good

0.00%

10.00%

20.00%

30.00%

40.00%

50.00%

60.00%70.00%

80.00%

90.00%

100.00%


Hotel Location


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Bus Quality and Service

Table 2.8: Table explains about Bus Quality


0% 50% 50% 0%

Chart 2.8: Chart explains about Bus Quality

Interpretation:

The above displayed table and chart explains about the quality of bus; by the analysis

research says that 50% of the tourist said that the quality of bus was very good and 50% said it

was just good.

0.00%

10.00%

20.00%

30.00%

40.00%

50.00%

60.00%

70.00%

80.00%

90.00%

100.00%


Bus Quality


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Table 2.11: Table explains about whether all places were covered

Yes No

100% 0%

Chart 2.11: Chart explains about whether all places were covered

Interpretation:

The above displayed table and chart explains whether all the places were covered; by the

analysis research says that 100% tourist said that all the places were covered.

0.00%

10.00%

20.00%

30.00%

40.00%

50.00%60.00%

70.00%

80.00%

90.00%

100.00%

Yes No

All places were covered


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Food

Table 2.12: Table explains about Food quality and quantity


90% 10% 0% 0%

Chart 2.12: Chart explains about Food quality and quantity

Interpretation:

The above displayed table and chart explains about quality and quantity of food

provided on tour; by the analysis research says that 90% of the tourist said food quality and

quantity was excellent and 10% said it was very good.

0.00%

10.00%

20.00%

30.00%

40.00%

50.00%

60.00%

70.00%

80.00%

90.00%

100.00%


Food quality and quantity


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Table 2.13: Table explains about Menu variation


80% 20% 0% 0%

Chart 2.13: Chart explains about Table explains about Menu variation

Interpretation:

The above displayed table and chart explains about menu variations in daily food; by the

analysis research says that 80% of the tourist said that menu variation was excellent and 20%

said it was very good.

0.00%

10.00%

20.00%

30.00%

40.00%

50.00%

60.00%70.00%

80.00%

90.00%

100.00%


Table explains about Menu variation


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Table 2.14: Table explains about whether Tour managers was present at meals timing

Yes No

100% 0%

Chart 2.14: Chart explains about Tour managers was present at meals timing

Interpretation:

The above displayed table and chart explains whether tour managers were present at the

meals timing; by the analysis research says that 100% of the tourist said tour managers were

present.

0.00%

10.00%

20.00%

30.00%

40.00%

50.00%

60.00%

70.00%

80.00%

90.00%

100.00%

Yes No

Tour managers was present at meals timing


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Table 2.16: Table explains about Entertainment on tour


0% 10% 20% 70%

Chart 2.16: Chart explains about Entertainment on tour

Interpretation:

The above displayed table and chart explains whether entertainment was done on tour;

by the analysis research shows that 70% of the tourist found it was average, 20% found it was

good and 10% said it was very good.

0.00%

10.00%

20.00%

30.00%

40.00%

50.00%60.00%

70.00%

80.00%

90.00%

100.00%


Entertainment on tour


67/75


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Table 2.18: Table explains about Information provided on transfers


50% 50% 0% 0%

Chart 2.18: Chart explains about Information provided on transfers

Interpretation:

The above displayed table and chart explains whether information was provided by tour

managers on transfers; by the analysis research shows that 50% said that information provided

was excellent and 50% said it was good.

0.00%

10.00%

20.00%

30.00%

40.00%

50.00%60.00%

70.00%

80.00%

90.00%

100.00%


Information provided on transfers


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3. FINDINGS AND SUGGESTIONS

3.1 FINDINGS

On the basis of the data collected, analyzed and interpreted about the satisfaction

of tourist of Kashmir package of Bhagyashri Travels we have found that the customers

were satisfied with the services provided by Bhagyashri Travels. There are outcomes of

the survey which are the findings of this project.

The first part of the survey conducted is about the quality of service while

booking the tour. The survey conducted shows that customers rated greeting at the

reception was very good and 10% rated it average because they were not greeted properly. The information provided at the time of consultation was very good and few

customers rated it as good this happened because the sales had never been to Kashmir

and didn t have much knowledge about the sector.

The nature of the sales person is very important to convince the customers; most

the surveyors felt it was very good but not excellent. After the booking of the tour it is

necessary for the sales management to correspond with the tourist till the end of the tour.70 % said it was very good and rest rated it down because the sales management

couldn t contact them because pre -paid cell phones do not work in Kashmir. In any

situation sales person should be polite and have confidence in convincing the customers.

The surveyors felt it was nor good nor excellent, there was a mixed response between

excellent and good.

The second part of the survey is about hotel quality and service. Bhagyashri

Travels always provides 3 star category hotels to the tourist, in case of this package

tourist felt that quality of hotel was excellent (60%) and 30% said it was good and 10%

said it was good. The rating went down to very good because people expected to get

extra services at hotel such as swimming pools, internet access etc. but such services

were promised at the time of sales but were not provided. If provided they were in parts.

About the location of the hotels the response was given excellent by the tourist.

The third part of the project deals with the quality of bus and service of drivers.

This was most troublesome part of the tour for the tourist as the bus promised was air


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conditioned but the local operator backed away and the behavior of drivers was very

rude and did not mingle up good with tourist nor the tour managers. The bus and drivers

were changed twice during the tour; this caused a lot of confusion between tour

managers and the drivers.

The next part is about the sightseeing on tour and whether all places were

covered in time. There were no issues regarding the sightseeing as the survey shows

sightseeing was completed in time and none of the places were skipped.

Offering quality and variety of food on tour is very much important. There were

no issues regarding the quality, quantity, menu variations etc. as Bhagyashri travels

provide their own specialized kitchen which stays with the group till the end of tour and

provides homely food so that tourist can enjoy variety of food.

The next part deals with the tour managers. About giving guidance on

sightseeing places 20% said it was excellent and 50% said it was very good and 30 %

said it was just. The ratings were mixed because most of the places in Kashmir are

natural attractions and tour manager was not so qualified in dealing with giving

guidance about the environment.

Entertaining the tourist is the main thing tourist expect especially in group tours.

As the strength of tour was less and the main tour manager had never done any

entertainment activity as he was not comfortable with the public the tourist found it

average.

The nature of tour managers was given an excellent rating as the surveyors felt

that they were very co-operative and had a helping nature.


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3.2 SUGGESTIONS

As I have analyzed and surveyed Customer Satisfaction on Kashmir Tour and worked as

an assistant tour manager I would like to give some suggestions to the management of

Bhagyashri Travels Pvt. Ltd. The packages and the services provided by Bhagyashri

Travels are of excellent quality and have met every aspect to satisfy tourist needs.

The first part of the survey was about the services at the office. There was an

average response to it because of the waiting for their turn to meet the consultants. The

job of the receptionist had been busy with other office stuffs and due to that they

couldn t attend to the customers properly.

The information provided by the sales persons was not up to the mark due to

which there was an argument between the tour managers and tourist. In one instance

people demanded air conditioned bus which was confirmed at the time of sale. But in

Kashmir we have climb up so it burns lots of fuel if A/C is put on. So this kind of

information had to be given to the tourist. This happened because the sales persons were

not aware about the situations in Kashmir. So proper training has to be given to the sales

persons.

The second part was about the quality of hotel and room service. The choices of

hotels were excellent from Bhagyashri Travels. The information given to the tourist was

less, because while booking it is said that the hotels are 3 star category, so tourist start to

assume the services of the hotels, but in Kashmir the rules for having swimming pools,

internet are very strict and due to climate people don t use few services. So these things

should be made clear at time of booking.

Bhagyashri Travels must have proper communication with the ground tour

operators as the bus service providers are very rude and do not mingle with the tourist.

The bus which provided at the start has to continue till the last. For our trip the buses

were changed and drivers also tried to skip few places and were not on time.

As far as overall satisfaction of the tourist, food provided was excellent and all

the places were covered in time and no places were skipped.


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For their achievements in the industry Bhagyashri travels has been awarded with

many awards for excellence in services.

As for my in-plant training I worked in Bhagyashri Travels Pvt. Ltd as an

assistant tour manager and enjoyed a lot while training and managing tour of Kashmir.

The staff of Bhagyashri Travels was very helpful and provided information and trained

me for working with them. The directors and the senior employees have mastery in their

style of work and preparing excellent packages to satisfy the needs of the travelers.

While training I got in-depth information about the organization style of work and

managing of tour. The survey and training helped me to find out some loop holes and to

solution to overcome those in the agency. So I would like to thank the entire staff of

Bhagyashri Travels for giving me opportunity to work among them.


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4.2 RECOMMENDATIONS

In this project I have covered only the management of tour and cus