services assignment 1

8/3/2019 Services Assignment 1

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Service Quality

Service is a type of economic activity that isintangible, is not stored and does

not result in ownership. Measuring quality of service is a very difficult task.

Unlike goods services have many numerous intangibleor qualitative specifications

Also there are consumer expectations associated with aservice which depend on factors such.


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Customer Assessment of Service Quality


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SERVQUAL DIMENSIONS Tangibles - Appearance of facilities, equipment,

personnel etc.

Reliability Perform the promised servicesdependably and accurately.

Responsiveness Provide prompt service and help thecustomers

Empathy - Caring, individualized attention to thecustomer.

Assurance - Knowledge and courtesy of employeesand their ability to convey trust and confidence.


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Gap Model of Service Quality


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Tourism Industry in India

Largest service industry in the country with more than6 % contribution to GDP.

The country welcomes around 6 million internationalvisitors every year and nearly 562 million domestictourists.

The tourism industry generated around $ 100 billion in

revenue in 2008 and is expected to grow to $ 275billion in 2018.

It is the largest sector earning foreign exchange.


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Major Players


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Established in 1949 with just 5 employees in Mumbai, ithas grown to become one of the largest travel companies.

Was acquired by Kuoni travels in 1996.

It is a market leader in all segments namely Escorted tours,Free Individual Travel and Domestic Holidays amongstothers.

SOTC Corporate Tours is a division catering exclusively to

the needs and requirements of various travel segments thatinclude MICE (Meeting, Incentives, Conferences & Events)Trade Fairs and Sports.


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World Famous Tours is the flagship brand of STOCescorting over 3,00,000 travelers across the globe.

SOTC has a wide distribution network of 130 salesoutlets and 3500 travel agents across the country.

It was voted the Best outbound tour operator 5 timesin a row.


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SOTCs Brands

SOTC- World Famous Tours

SOTC- BhramanMandal

SOTC- Do-it-yourself Holidays

SOTC- Holidays of India


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7Ps of SOTC

Product

Price

Place

Promotion

Process

Physical EvidencePeople


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Product Group tours for individuals

Indian tours

Special interest toursWorld Famous Tours

SOTC Sports Abroad

SOTC Trade Fairs

SOTC Corporates


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Price The prices are completely Physiological.

Its a complex process as it includes variouscomponents such as travel, accommodation, food etc.

Prices are decided based on the location and duration

of the tour.

They also depend on seasonality and promtions.


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Place SOTC uses conventional media channels print media

and tie-ups with tourism boards and travel fairs toreach its audience

The companys holiday bazaars the Great SingaporeHoliday Bazaar and the Great Malaysia Holiday Bazaar held across India have drown enthusiastic crowds

SOTC has great internet presence. News letters,regular mailers etc.


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Promotion Selecting the communication channel is the most

important thing to be considered

Best communication channel must be identified toreach the market

SOTC uses World Famous Tours

Internet Communication used by SOTC extensively


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Process

Provision of travel information.

Planning and costing of tours

Liaison with service providers

Ticketing

Provision of foreign currency and insurance


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People Company Initiatives

Unwavering faith in talent of its employees

MDP Program for senior executives Potential Development Centers

Customer Review

Feedback about Tour Mangers behavior

Feedback about Desk staffs knowledge and behavior The service provided at SOTC outlets


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Physical Evidence

SOTC has presence across 130 outlets (company ownedand franchise) and more than 3400 travel agents inIndia where physical evidence becomes an importantfactor to judge the quality of Service.


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Channels usedInternet SOTC does promotion and distribution of its services

using its website.

Boucher, Customer Feedback, latest offers, corporatepackages, trade fairs etc are present in the website

Relevant information on Forex is also present. SOTChas tie up with Weizmann Forex Ltd for Forex

transactions.


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Channels used. SOTC has wide presence across the country through

its offices and travel agents.


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Thank You

services assignment 1

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