A Study on customer satisfaction in foreign exchange services

provided by Thomas Cook (India) Ltd.

Studied ByMohammad Shaban Khan

(Roll No. 16090)PGDM

SIVA SIVANI INSTITUTE OF MANAGEMENTKOMPALLY, SECUNDERABAD-14

2007-09

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CONTENTS

Chapters Page no:

I INTRODUCTION 51.1 Meaning of Foreign Exchange 61.2 Scope of the Study 81.3 Significance of the Study 81.4 Need for the Study 91.5 Objective of the Study 91.6 Scheme of the Study 10

II ORGANIZATION PROFILE2.1 Industry Profile 62.2 Company Profile (Thomas Cook India Limited) 112.3 Departmental Details 11

III RESEARCH METHODOLOGY 153.1 Research Design 153.2 Study Area3.3 Sampling3.4 Method & Tools of Data Collection3.5 Data Processing & Analysis3.6 Duration of the study3.7 Limitations of the study

IV DATA ANALYSIS 174.1 Analysis of the Data, Interpretation

V FINDINGS 26

VI RECOMMENDATIONS & CONCLUSION

28

Annexure

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Bibliography

DECLARATION

I hereby declare that this project report titled “A study on Customer

satisfaction in Foreign exchange services provided by TCIL” is an

original work done in “Thomas Cook (India) Ltd”under the guidance of

Mr. Siva Kumar Thampi (Sr.Mgr. TCIL) and Ms. P.Sharvari Srinivas

(Manager-Foreign exchange.TCIL) submitted by me for the partial

fulfillment of the requirements for the award of my Post Graduate Diploma

in Business Administration.

Date:

Place: Secunderabad Signature

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ACKNOWLEDGEMENT

It gives me immense pleasure to place on records my profound

gratitude and sincere appreciation to each and every person who has

helped me in this endeavor.

I am ineffably indebted to Mr. Siva Kumar Thampi, Ms. P.Sharvari

Srinivas for conscientious guidance and encouragement to accomplish this

assignment. I would also like to thank Mr. B.R. Ganesh, Mr. Narendar.k &

Other Staff Member of the Company who helped me.

I also thank my friends for extending their co-operation in completion

of this

project

Any omission in this brief acknowledgement does not mean lack of

gratitude.

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Date:

Place: Secunderabad Signature

Chapter 1

Introduction

In this era of globalization ,people/company are migrating and operating

from one country to another. But the value of currency of one country differes

from another. So the people face various problems to transact from owned local

currency in to the international market. So a service marketer wanted to make it

convenient when the transaction is done between different value of currency.

This study has been undertaken to analyze wether the customers who

deals with TCIL for foreign exchange services in this twin cities are satisfied

with the services provided by the TCIL or not. In todays market there are many

foreign exchange service providers,but every customer has some preferance to

choose a particular foreign exchange service provider, and the customer who

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has used TCIL service atleat once will only use the TCIL services again when he

is satisfied with the services provided by the TCIL; because if performance falls

short of expecations the customer is dissappointed and if it meets the

expectations the customer is satisfied. A satisfied customer is a repeat buyer

and if the customer is satisfied they also says good things about the product or

services to the others.

Meaning of Foreign Exchange:-

The foreign exchange market exists wherever one currency is traded for

another

The foreign exchange market is an over the counter market in which

currencies of different countries are bought and sold against each other. Foreign

Exchange is nothing but claims of the residents of a country to foreign currency

payable abroad. It is a method of converting one country's currency into another.

So long as there is a cross border flow of funds, the need for such

conversion/exchange continues to arise;for example if you are living in India and

want to buy electronic goods from Japan , either you or the company that you

buy the electronic goods from has to pay them in Yen. This means that the Indian

importer would have to exchange the equivalent value of Indian Rupee (INR) into

Yen. The same goes for traveling. An Indian tourist in China can't pay in INR to

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see the Great wall of China because it's not the locally accepted currency. As

such, the tourist has to exchange the INR for the local currency.

Features of Forex Market:-

One unique aspect of this international market is that there is no central

marketplace for currency exchange. Rather, trade is conducted

electronically over-the-counter (OTC), which means that all transactions

occur via computer networks between traders around the world, rather

than on one centralized exchange.

The market is open 24 hours a day, five and a half days a week.

Currencies are traded worldwide in the major financial centers of London,

New York, Tokyo, Zurich, Frankfurt, Hong Kong, Singapore, Paris and

Sydney - across almost every time zone. This means that when the

trading day in the U.S. ends, the forex market begins anew in Tokyo and

Hong Kong. As such, the forex market can be extremely active any time

of the day, with price quotes changing constantly.

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Scope of the Study

The scope of the study is restricted to twin cities of Hyderabad and

Secundrabad only.

In this era it is very imperative to know about the customer satisfaction

about a particular product or services in order to improve the quality of product or

services. So that business can sustain in the market. With their money

consumers elect the retailers, and if they are not satisfied by the service of one

company they will surely go and use the same service provided by the other

company where they are satisfied. So ultimately, Consumers determine which

companies will survive in the market, and which will go out of business.

Significance of the Study

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Only customers can determine the fate of the company; that means only

customers determine which organizations will survive and which one will fail.

After knowing the customer satifaction level; the company can know with which

services the customers are most satisfied and which services need

improvement

Thomas cook (India) Ltd provides foreign exchange services for the retail

as well as whole sale customers. Since Thomas cook (India) ltd is the only non

bank authorized dealer of foreign exchange and it is a big player in this field so in

order to improve the quality of services this study has been undertaken.

Need for the Study: - .

A foreign exchange market exist wherever one currency is traded for

another. Thomas Cook(I) Ltd is the only non Bank authorized dealer of foreign

exchange.Thomas Cook’s AD license permits undertaking of current account

transaction both retail foreign exchange and wholesale foreign exchange.

Since TCIL is a big player in foreign exchange services, which have lots

of customers and these Customers play a vital role in the increase of sales and in

getting profits to the company. As competition in foreign exchange market is growing up

day by day, every company needs to concentrate on each and every aspect of its

activities. Customers should be satisfied with the foreign exchange rates,service quality,

place where it is located, etc.So every company needs to know the satisfaction level of

its customers; and try to reach expectations of the customers.

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Objectives of the Study:-

To know the level of customer satisfaction in foreign exchange services provided by the

Thomas cook India ltd.

To know the customer prefered transactions with Thomas cook foreign exchange.

To know the customer’s opinion towards foreign exchange rates provided by thomas cook

India Ltd.

Scheme of the Study:-

This whole project report has been divided in to six chapters. In first

chapter introduction part has been given. That consists of meaning of

foreign exchange, Scope, significance and need for the study.

In second chapter, Industry profile and company profile has been included

in brief. Third chapter consists of design of the study. In this whole research

design has been included. Forth chapter consists of Data analysis and

interpretations part by the help of graph and pie chart. Before every graph

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the question has been given so that the graph result can be understood

easily.

In sixth chapter all findings have been given. In the last chapter

Recommendations and conclusions part has been given.

Chapter 2

Industry Profile

Market Participants

Unlike the equity market - where investors often only trade with

institutional investors (such as mutual funds) or other individual investors -

there are additional participants that trade on the forex market for entirely

different reasons than those on the equity market. Therefore, it is important

to identify and understand the functions and motivations of the main

players of the forex market.

Governments and Central Banks

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Arguably, some of the most influential participants involved with currency

exchange are the central banks and federal governments. In most countries, the

central bank is an extension of the government and conducts its policy in tandem

with the government. However, some governments feel that a more independent

central bank would be more effective in balancing the goals of curbing inflation

and keeping interest rates low, which tends to increase economic growth.

Regardless of the degree of independence that a central bank possesses,

government representatives typically shave regular consultations with central

bank representatives to discuss monetary policy. Thus, central banks and

governments are usually on the same page when it comes to monetary policy.

Central banks are often involved in manipulating reserve volumes in order

to meet certain economic goals. For example, ever since pegging its currency

(the Yuan) to the U.S. dollar, China has been buying up millions of dollars worth

of U.S. treasury bills in order to keep the Yuan at its target exchange rate.

Central banks use the foreign exchange market to adjust their reserve volumes.

With extremely deep pockets, they yield significant influence on the currency

markets.

Banks and Other Financial Institutions

In addition to central banks and governments, some of the largest

participants involved with forex transactions are banks. Most individuals who

need foreign currency for small-scale transactions deal with neighborhood banks.

However, individual transactions pale in comparison to the volumes that are

traded in the inter bank market.

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The interbank market is the market through which large banks transact

with each other and determine the currency price that individual traders see on

their trading platforms. These banks transact with each other on electronic

brokering systems that are based upon credit. Only banks that have credit

relationships with each other can engage in transactions. The larger the bank,

the more credit relationships it has and the better the pricing it can access for its

customers. The smaller the bank, the less credit relationships it has and the

lower the priority it has on the pricing scale.

Banks, in general, act as dealers in the sense that they are willing to

buy/sell a currency at the bid/ask price. One way that banks make money on the

forex market is by exchanging currency at a premium to the price they paid to

obtain it. Since the forex market is a decentralized market, it is common to see

different banks with slightly different exchange rates for the same currency.

Hedgers

Some of the biggest clients of these banks are businesses that deal with

international transactions. Whether a business is selling to an international client

or buying from an international supplier, it will need to deal with the volatility of

fluctuating currencies. If there is one thing that management (and shareholders)

detests, it is uncertainty. Having to deal with foreign-exchange risk is a big

problem for many multinationals. For example, suppose that a German company

orders some equipment from a Japanese manufacturer to be paid in yen one

year from now. Since the exchange rate can fluctuate wildly over an entire year,

the German company has no way of knowing whether it will end up paying more

Euros at the time of delivery.

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One choice that a business can make to reduce the uncertainty of foreign-

exchange risk is to go into the spot market and make an immediate transaction

for the foreign currency that they need. Unfortunately, businesses may not have

enough cash on hand to make spot transactions or may not want to hold massive

amounts of foreign currency for long periods of time. Therefore, businesses quite

frequently employ hedging strategies in order to lock in a specific exchange rate

for the future or to remove all sources of exchange-rate risk for that transaction.

For example, if a European company wants to import steel from the U.S., it would

have to pay in U.S. dollars. If the price of the euro falls against the dollar before

payment is made, the European company will realize a financial loss. As such, it

could enter into a contract that locked in the current exchange rate to eliminate

the risk of dealing in U.S. dollars. These contracts could be either forwards or

futures contracts.

Speculator s

Another class of market participants involved with foreign exchange-

related transactions is speculators. Rather than hedging against movement in

exchange rates or exchanging currency to fund international transactions,

speculators attempt to make money by taking advantage of fluctuating exchange-

rate levels.

Some of the largest and most controversial speculators on the forex

market are hedge funds, which are essentially unregulated funds that employ

unconventional investment strategies in order to reap large returns. Think of

them as mutual funds on steroids. Hedge funds are the favorite whipping boys of

many a central banker. Given that they can place such massive bets, they can

have a major effect on a country’s currency and economy. Some critics blamed

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hedge funds for the Asian currency crisis of the late 1990s, but others have

pointed out that the real problem was the ineptness of Asian central bankers.

Company Profile

Thomas cook is the first largest travel group in India ,second largest travel

group in Europe & third largest travel group in the world. The presence of

Thomas cook is world wide. It employs on an average of 33,000 staffs world

wide. Thomas Cook has 97 owned & leased air crafts.

Thomas Cook (India) Ltd. is the largest Travel and Financial Services

Company in the country offering a broad spectrum of travel-related services that

include Foreign Exchange, Corporate Travel, Leisure Travel, and Insurance. The

Company launched its Indian operations in 1881 and is celebrating its 125 years

of world-class service in India.

Thomas Cook (India) Ltd. presently operates in over 55 cities across 200

locations in the country. The company has overseas operations in 12 countries

across the globe.

Departmental Profile:-

Different Services Provided By Thomas Cook

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Leisure Travel

The leisure travel division of the Company promotes domestic inbound/

outbound holidays. It operates over 40 Group Inclusive Tours (GIT) to leading

destinations in all 5 continents and also promotes Free Individual Travel (FIT) to

over 50 countries around the globe.

Thomas Cook India Ltd recently launched a premium holidays brand -

100% Holidays. The new brand would offer international group holidays

segment as well as for the customized individual holidays products. With 100%

Holidays Thomas Cook India will strengthen its position in the outbound leisure

travel business; the new brand will operate as a product brand under the

corporate Thomas Cook India brand

Corporate Travel Management

Thomas Cook (India) effectively "manages" the travel budgets of several

large national and multinational companies. Handling higher volumes results in

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effectively being able to negotiate preferential rates with principals, consequently

leading to meaningful savings for the Company's corporate clients. For

personalized service at corporate doorsteps, Thomas Cook sets up 'On-sites',

which are CRS-linked and offers comprehensive end to end travel solutions

SWIFT Network

Money Gram money transfer service for quick money transfers to India

from anywhere in the world. It is also the largest player in the bulk foreign

exchange business handling bulk currency volumes for the countries leading

banks and moneychangers.

Travel Insurance

It is the only Travel Company in India, to have registered license to sell

insurance and to offer its own co - branded travel insurance products Viz. Travel

Care, Scholar Care, Family Care and Corporate Care which are exclusively

designed for different customer segments like, Leisure Traveler, Students,

Family, Corporate & Frequent Flyers All these products are underwritten by

TATA AIG General Insurance Co Ltd.

Foreign Exchange

Thomas Cook (India) Ltd is a leading foreign exchange provider and offers

a wide range of innovative products and services. These include Global Money

Card, a pin protected pre-paid card which enables travelers to withdraw local

currency from more than 1 million VISA ATMS and use the card for goods and

services at over 22 million VISA Merchant Establishments; Wire transfers of

funds worldwide.

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TCIL has Foreign Exchange Counters at the international airports of

Mumbai, New Delhi, Kolkata, Chennai, Cochin and Trivandrum, open 24 hours

and 365 days a year to cater to the needs of the international and domestic

traveler. TCIL also has a round-the clock Foreign Exchange counter at the New

Delhi Railway Station.

Vision

To become the No.1 company in all core businesses, through Customer

Focus and Team Work.

Mission

Exceptional Service from exceptional people

Service Strategy

To deliver exceptional service to all internal and external customers

By Being By Providing By Ensuring

Proactive Professional Service Personal Care

Speedy

Flexible

Transparent

Reliable

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Creative

Chapter 3

Research Methodology

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Research Design:

A descriptive-analytic research design is adopted in this study.

Study Area:

This study is carried out in twin cities Hyderabad & Secunderabad with a

special reference to Thomas Cook (India) Ltd., Foreign exchange branch at

Saifabad, Hyderabad.

Sampling Techniques:

Sampling Type: Convenient random sampling is used to select the

sample.

Sample Size: from the customers of Twin Cities (Hyderabad &

Secunderabad).

Source of Data Collection:

All the data used is collected from both primary and secondary sources.

There are two main sources fo data:

Primary data

Secondary data

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Primary data: Questionnaire was filled by face-to-face interview with the

customers to know their response.

Secondary data : Industry profile has been collected from

websites,company profile has been collected from company website and

brochure.

Data Processing and Analysis:

Data are process with the help of Ms excel using pie charts, and after

every pie chart the interpretataion has been written.

Duration of the Study:

This study was done between 8th April 2008 to 8th June 2008.

Limitations of the Study:

The respondents may not disclose the right information.

The respondents may give the pleasing answers to me even though it is Not correct from their prespective.

Some respondents may give me the biased answers to the questions.

This study is been limited to the twin cities of Hyderabad and secundra- Bad only.

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Chapter 4

ANALYSIS OF THE DATA & Interpretation

1. The following table shows the frequency of customers visiting Thomas cook gender-wise.

Table 1

Gender Frequency

Male 72

Female 28

Total 100

Source: - Data collected from the questionnaire.

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INFERENCE:

72% are the male respondents using the Thomas cook forex service 28% are the female respondents using the Thomas cook forex service.

2. The following table shows the foreign exchange transactions. Transaction FrequencyBuying 69Selling 31Total 100

Source: - Data collected from the questionnaire.

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INFERENCE:

69% of the respondents visits the Thomas cook to buy the foreign exchange and 31% of the respondents visits the Thomas cook to sell the foreign exchange.

3. The following table shows the foreign exchange service customer wants. Foreign exchange service FrequencyForeign currency 70Wire transfer 5Foreign currency demand draft 11Traveller’s cheque 14Total 100

Source: - Data collected from the questionnaire.

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INFERENCE:

70% of the respondents visits the Thomas cook for the foreign currency, 5% of the respondents visits the Thomas cook to use wire transfer service, 11% of the respondents visits the Thomas cook for making foreign currencydemand draft and 14% of the respondents visits Thomas cook for traveller’s cheque.

4. The following table shows the customer’s satisfaction level with the foreign exchange rates.

Foreign exchange rates FrequencyHighly satisfied 12Satisfied 38Moderately satisfied 29Dissatisfied 13Highly dissatisfied 8Total 100

Source: - Data collected from the questionnaire.

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INFERENCE:

12% of the respondents are highly satisfied with the foreign exchange rates provided by the Thomas cook, 38% of the respondents are satisfied, 29% of the respondents are moderately satisfied, 13% of the respondents are dissatisfied and only 8% of the respondents are highly disatisfied with the foreign exchange rates provided by Thomas cook.

5. The following table shows the customer’s satisfaction level with the accessibility of the branch visited.

Accessibility of the branch visited FrequencyHighly satisfied 19Satisfied 28Moderately satisfied 41Dissatisfied 3Highly dissatisfied 9Total 100

Source: - Data collected from the questionnaire.

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INFERENCE:

19% of the respondents are highly satisfied with the accessibility of the branch visited,28% of the respondents are satisfied, 41% of the respondents are moderately satisfied, 3% of the respondents are dissatisfied and 9% of the respondents are highly didsatisfied with the accessibility of the branch visited.

6. The following table shows the customer’s satisfaction level with the signages to identify the branch.

Signages FrequencyHighly satisfied 16Satisfied 22Moderately satisfied 51Dissatisfied 5Highly dissatisfied 6Total 100

Source: - Data collected from the questionnaire.

INFERENCE:

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16% of the respondents are highly satisfied with the signages to identify the branch, 22% of the respondents are satisfied, 51% of the respondents are moderately satisfied, 5% of the respondents are dissatisfied and 6% of the respondents are highly dissatisfied with the signages to identify the branch.

7. The following table shows the customer’s satisfaction level with the staff greeting and friendly welcome.

Staff greeting FrequencyHighly satisfied 48Satisfied 32Moderately satisfied 12Dissatisfied 8Highly dissatisfied 0Total 100

Source: - Data collected from the questionnaire.

INFERENCE:

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48% of the respondents are highly satisfied with the staff greeting and welcome,32% of the respondents are satisfied, 12% of the respondents are moderately satisfied, 8% of the respondents are dissatisfied, and not even the single repondent is highly dissatisfied with the staff greeting and welcome.

8. The following table shows the customers satisfaction with the staff’s ability

of understanding their requirement.

Staff’s understanding of customer

requirement

Frequency

Highly satisfied 13

Satisfied 25

Moderately satisfied 47

Dissatisfied 8

Highly dissatisfied 7

Total 100

Source: - Data collected from the questionnaire.

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INFERENCE:

13% of the respondents are highly satisfied with the staff’s ability to understanding their requirement,25% of the respondents are satisfied, 47% of the respondents are moderately satisfied, 8% of the respondents are dissatisfied and 7% of the respondents are highly dissatisfied with the staff’s ability to understanding their requirement.

9. The following table shows the customer’s satisfaction with the staff grooming.

Staff grooming FrequencyHighly satisfied 41Satisfied 28Moderately satisfied 11Dissatisfied 20Highly dissatisfied 0Total 100 Source: - Data collected from the questionnaire

INFERENCE:

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41% of the respondents are highly satisfied with the staff’s grooming ,28% of the respondents are satisfied, 11% of the respondents are moderately satisfied, 20% of the respondents are dissatisfied and not even the single respondents is highly dissatisfied with the staff’s grooming.

10. The following table shows the customer’s satisfaction with the accuracy in documentation.

Accuracy in documentation FrequencyHighly satisfied 24Satisfied 32Moderately satisfied 23Dissatisfied 21Highly dissatisfied 0Total 100 Source: - Data collected from the questionnaire

INFERENCE:

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24% of the respondents are highly satisfied with the accuracy in

documentation,32% of the respondents are satisfied, 23% of the respondents

are moderately satisfied, 21% of the respondents are dissatisfied and not even

the single respondents is highly dissatisfied with the accuracy in documentation.

11. The following table shows the customer’s satisfaction with the clarification given to their queries.

Clarification for the queries FrequencyHighly satisfied 21Satisfied 33Moderately satisfied 35Dissatisfied 10Highly dissatisfied 1Total 100

Source: - Data collected from the questionnaire

INFERENCE:

21% of the respondents are highly satisfied with the clarifications given to their

queries,33% of the respondents are satisfied,35% of the respondents are

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moderately satisfied, 10% of the respondents are dissatisfied, and only 1% of

the respondents is highly dissatisfied with the clarification given to their

queries.

12. The following table shows the customer’s satisfaction with the time taken by the staff to complete their requirement.

Time taken to complete the requirement

Frequency

Highly satisfied 27Satisfied 37Moderately satisfied 23Dissatisfied 13Highly dissatisfied 0Total 100

Source: - Data collected from the questionnaire

INFERENCE:27% of the respondents are highly satisfied with the time taken by the staff to

complete their requirement, 37% of the respondents are satisfied, 23% of the

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respondents are moderately satisfied, 13% of the respondents are dissatisfied

and not even the single respondent is highly dissatisfied with the time ta ken by

the staff to complete their requirement.

13. The following table shows the customer’s satisfaction with the operating hours of Thomas cook.

Operating hours FrequencyHighly satisfied 32Satisfied 20Moderately satisfied 22Dissatisfied 18Highly dissatisfied 8Total 100

Source: - Data collected from the questionnaire

INFERENCE:

32% of the respondents are highly satisfied with the operating hours of Thomas

cook, 20% of the respondents are satisfied, 22% of the respondents are

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moderately satisfied, 18% of the respondents are dissatisfied, and 8% of the

respondents are highly dissatisfied with the operating hours of Thomas cook.

14. The following table shows the customer’s satisfaction with the updates given to them regarding various new service.

Updates regarding new services Frequency

Highly satisfied 10

Satisfied 18

Moderately satisfied 36

Dissatisfied 33

Highly dissatisfied 3

Total 100

Source: - Data collected from the questionnaire

INFERENCE:10% of the respondents are highly satisfied with the updates given to them

regarding various new services, 18% of the respondents are satisfied, 36% of the

respondents are moderately satisfied, 33% of the respondents are dissatisfied

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and 3% of the respondents are higly dissatisfied with the updates given to them

regarding various new services.

Chapter 5

FINDINGSIt was found that most of the customers of thomas cook are male as they

constitute 72% of the respondents.

It was found that out of 100 samples taken for the study 69% of the

customers come to Thomas cook for buying the foreign exchange , and only

31% of the customers come for selling of foreign exchange .

It was found that majority of the customers comes to thomas cook for

purchasing or selling of foreign currency, which comprises of 70% of the

customers of Thomas cook.

It was found out that most of the customers are satisfied with the foreign

exchange rates, and 8% of the customers are highly dissatisfied with the

foreign exchange rates.

It was found out that most of the customers are moderately satisfied with the

accessibility of the branch visited.

It was found that most of the customers are moderately satisfied with the

signages to identify the branch which comprises of 51% and 16% of the

customers are highly satisfied with signages to identify the branch.

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It was found that most of the customers are highly satisfied with the thomas

cook’s staff greeting and friendly welcome.

It was found that most of the customer are only moderately satisfied

(47%)with the staff’s ability of understanding their requirement.

It was found out that most of the customers are highly satisfied with the staff

grooming(41%) and no customer is highly dissatisfied with the staff grooming.

It was found out that most of the customers are satisfied(32%) with the

accuracy in documentation and no customer is highly dissatisfied with the

documentation.

It was found out that most of the customers are moderately satisfied(35%) with

the clarifications given to their queries. and only 1% of the customers highly

dissatisfied.

It was found out that most of the customers are satisfied (37%)with the time by

the staff to complete their requirement.

It was found out that most of the customers are highly satisfied(32%) with the

operating hours of thomas cook.

It was found out that most of the customers are moderately satisfied(36%) with

the updates given to them regarding various new services.

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Chapter 6

RECOMMENDATIONS & CONCLUSIONS

RECOMMENDATIONS

1st Since most of the customers choose a particular Foreign exchange

service provider on the basis of rates. So The Thomas Cook Foreign

exchange rate should be nearer with the Nationalized Bank.

After good rates the customer choose a particular foreign exchange

service provider on the basis of Locational convenience, So TCIL should

have more number of branches in this twin cities, as if now it has only 2

branches in the twin city.

There should be more no:of signages so that it becomes easy for the

customer to identify the branch.

The employee should be more responsive towards understanding the

customer requirement as most of the customers are moderately satisfied.

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The Thomas cook employees should try to update the customer more

regarding various new services as the the findings suggest that most of the

customers are dissatisfied with the updates given to them regarding

various new services.

Conclusions

Although TCIL is dealing with a large segment of the market, but still TCIL

has a huge market opportunities.Thomas cook should have more branches in

twin cities.

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BIBLIOGRAPHY:

Business Research Method Cooper & Schindler

Services Marketing Rajendra Nargundkar

Services Marketing Zethaml & Bitner

Website:-

www.google.com

www.thomascook.co.in

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