Customer Satisfaction at Bhagyashri Travels

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 employment
generators 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.
CUSTOMER SATISFACTION AT BHAGYASHRI TRAVELS PVT. LTD


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 also
recorded a decline. It is estimated to have declined by 5.7% to US$ 852 bn. The decline


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.


Germany, USA and the UK are the leaders in terms of international tourism
spending. During 2009, China overtook France to become the fourth-largest tourism
spender.
Some trends in consumer spending intensified during the global slowdown.
These include late booking, preference for short haul trips compared with long haul ones
(travelling closer and for shorter periods of time), and demanding value for money.
These changes in consumer preferences would require changes in business models of
players in the industry.
Air transport, which plays a significant role in the global travel and tourism industry for
both business and leisure travel, was also adversely affected during 2009.
INDIAN TRAVEL AND TOURISM INDUSTRY
Indian tourism offers most diverse products globally. The countrys rich history, cultural
heritage, beauty, diversity of religion and medicine fascinate budget and luxury
travelers. Tourism in India has registered significant growth over the years. This has
been led by growth in both leisure and business tourism. Rising incomes, increasing
affordability, growing aspirations, increasing globalisation, and a growing airline
industry along with improvement in travel-related infrastructure have supported industry
growth. Tourism holds immense potential for the Indian economy. It can provide


impetus to other industries through backward and forward linkages and can contribute
significantly to GDP.



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:- info@bhagyashritravels.com
Website www.bhagyashritravels.com

LOGO OF BHAGYASHRI TRAVELS PVT LTD, PUNE:-



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.



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 youre
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



d) SERVICES PROFILE
a. 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.



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


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


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 financial
services 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.


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 and
no 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
Mumbais 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.



g) INFRASTRUCTURAL FACILITIES

DIRECTORS CABIN 1

DIRECTORS CABIN 2

E
N
T
R
A
N
C
E
RECEPTION COUNTER

H R DEPARTMENT
WAITING LOUNGE

DOMESTIC SECTION
PASSPORT
SECTION

ACCOUNTS
DEPARTMENT

INTERNATIONAL SECTION
AIRLINE
TICKETING
PRINTING

VISA SECTION

U
T
I
L
I
T
Y
&
T
O
I
L
E
T



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



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



3. MCKINSEY 7S FRAMEWORK
Super-ordinate
To maintain our personalized level of quality service while serving as many customers
as possible at the same time
Strategy
Bhagyashris fundamental business model has not changed since it first began business
in the late 1980s. The main focus of Bhagyashri is to offer balanced packages in terms
of pricing and not comparing with the service.
Structure
The company's management employs a functional structure as the company is organized
along functional lines. This structure groups people on the basis of their common
expertise-experience and resources. This structure gives managers greater control of
organizational activities and enables the company to avoid becoming too tall by creating
several different hierarchies.
Systems
In order to avoid coordination problems between people, functions and divisions
Bhagyashri has to use integration mechanisms and control systems. Actually, integration
mechanisms aim at increasing intra-functional coordination and communication. As
Bhagyashri's culture can be described as relatively open and casual, direct contact has
been established between various departments by connecting them with intercoms and
by providing separate email ids and phone numbers based on the departments they are
working in, so the calls from the customers can be connected directly to the department
where the customer wants to get his work done.
Style
The company's management implied decentralized approach as it enhances the
company's planning, decision making and control processes due to better information
availability.


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.



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.



OPPORTUNITIES
Specific niche: we will design special and customized packages for our
customers.
The new generation of individuals and families has a far greater appreciation of
attractive packaging (image conscious).
Internet marketing and sales--though still in its infancy.
THREATS
The present growth in the market may result in market saturation, through competition.
This competition could emerge from a variety of given sources including:
Established mass-market companies.
New marketing strategies and tactics by established products and companies.
Existing competition.
Other start-up companies generated by healthy economic growth nationwide.



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:



DAYS DATE PARTICULARS REMARKS
DAY1 02.05.2013 Leave Pune for Jammu by Jhelum
Express (No. 11077) at 5.20pm.
Difficulty in
managing the
crowd.
DAY2 03.05.2013 Train Journey Difficult to
contact as we
tour managers
were in different
bogie.
DAY3 04.05.2013 Arrival at Jammu at 9.30am.
Sightseeing & halt.
Places Shown : Bagh e Bahu Garden,
Raghunath Temple
Stay at : Jammu Ashok
Hotel was good,
sightseeing
completed in
time.
DAY4 05.05.2013 Leave Jammu after Breakfast for
Pahelgam & halt(Lunch enroute) and
Dinner at Pahalgam
Stay at : Fifth Season
Journey was very
tiring, Bus was
good
DAY5 06.05.2013 After breakfast Pahalgam Sightseeing
Places shown: Chandanwari, Betaab
valley.
Lunch at Pahalgam and leave for
Srinagar via Avantipur- an ancient
temple, at Pampore visit saffron fields
and Mata Kheer Bhawani Temple.
Check in at House Boat in Dal Lake.
Dinner at House Boat
Good site seeing
places, hotel was
excellent.
Difficulty in
managing
luggage as we
have to reach
house boat in
Shikara
DAY6 07.05.2013 Breakfast in the house boat, Visit
Shankaracharya temple, Mughal
Gardens: Shalimar, Nishat and Chasme
Shahi. After noon lunch at House boat
and go for Shikara ride and Shopping.
Dinner and Stay at House boat
Gardens were
beautiful, Shikara
people were
rude.
DAY7 08.05.2013 After Breakfast leave for Sonmarg,
beautiful valley. Horse ride for visiting
glacier. Afternoon lunch at Sonmarg.
Back to Srinagar. Dinner at hotel and
halt
Difficulty in
managing
luggage and
crowd as we had
to shift into a
hotel.



Table 1.3 itinerary and learning experience of tour manager

DAY8 09.05.2013 After breakfast, Gulmarg sightseeing
enjoyed Gandola ride, one of the
highest in the World. Lunch at Gulmarg
and back to Srinagar evening free time
for shopping.
It took 4 hrs to
get into Gandola.
Difficult to
manage group as
many were senior
persons.
DAY9 10.05.2013 After breakfast leave for Katra, en route
lunch. Reach Katra by evening. After
Dinner leave for Vaishno Devi
Darshan.
Long journey,
and no rest
before leaving
for Vaishno devi
temple
DAY10 11.05.2013 After breakfast leave for Jammu, Lunch
en-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


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:


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 accommodation
makes 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.


2. Tour operator.
3. Tourist guide.
4. Car rental companies.
5. Shopping complex.
6. Health centers etc



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
visitors 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


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 and
science and has a direct impact on the national revenue for all touristic countries.



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 refresh
themselves 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


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 ones relatives and friends for interpersonal
reasons. Many people in India travel for visiting their friends and relatives. While
visiting 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


Medical treatment
6. Sports tourism
Sports tourism refers to travel which involves either viewing or participating in a
sporting 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.


8. Business tourism
The business travelers 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



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. Indias 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 decline
compared 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 countrys exotic adventure tourism and
sublime eco, rural and wellness tourism in 2010 and 2011 too. Tourism contributes
5.83% of Indias 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.


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.



1.5 TOURS
The definitions of tour are as follows
1. A trip with visits to various places of interest for business, pleasure, or
instruction.
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.


- 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 as
transportation, 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.



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



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 Guide
8. Special Interest Guide :
Cruise Guide, Golf Guide, Shopping Guide, Hotel Guide, Wedding Guide etc



TOUR ESCORT
A tour escort accompanies tourists from the point of origin to the destinations and back
to the point of origin. The tour guide normally operates only within a destination.
Qualities of a tour escort
- Confidence in handling people
- Capability to act as leader
- Decision-making and problem solving abilities
- Ability to tackle important responsibilities
Characteristics of a tour escort
- A pleasing personality with proper grooming consciousness
- With and good communication skills
- Analytical mind-set with above-normal human perception
- Dedicated, sensible and not afraid to make decisions
ROLES OF A TOUR ESCORT
Watchdog for the tour operator: as a representative of the tour operator in the field, the
guides make sure the services reserved are in fact provided by the suppliers to the
clients. If things do not go as planned, the guide has to find alternative courses of action.
Go-between: acts as a link between the various suppliers and coordinates the delivery
of services from each. For example, the supervision of luggage handling involves two
suppliers the hotel porters and the luggage van handlers. This is coordinated by the
tour guide and assisted by the courier.
Lecturer provides for relevant and interesting commentaries on sights seen and places
visited that are not only interesting and informative but also entertaining.
Timekeeper the tour guide makes sure that the services to be provided are delivered in a
timely manner and within the scheduled time frame.
Shepherd looks after the well being of the flock and makes sure the flock moves in
unison from one place to another without losing a single sheep.


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 peoples 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.


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 DONTS 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 the 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 clients 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


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



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;


Informing passengers of arrival and departure times at each destination on the
itinerary and ensuring that all members of the group are back on the coach before
departing from each stop;
Making sure all travel arrangements run according to plan and that
accommodation, meals and service are satisfactory;
Organizing entry to attractions and transport, such as car hire;
Ensuring that the tour is running smoothly for individual members of the group;
Responding to questions and offering help with any problems that arise,
ranging from simple matters, such as directing a member of the group to the
nearest chemist, to more serious issues, such as tracing lost baggage;
Dealing with emergencies, such as helping a holidaymaker who is ill or those
needing to contact family members urgently;
Making contact in advance with places to stay or visit to check details and
arrangements;
Liaising with hotels, coach companies, restaurants and other clients;
Advising about facilities, such as sights, restaurants and shops, at each
destination;
Occasionally making accommodation bookings on proposed dates;
Writing reports and maintaining records;
Organizing and attending tourism events, conferences, workshops, seminars and
exhibitions.



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.



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, some
companies 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 or
if 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


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 its not easy to figure
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.


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 was
carried 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.



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.



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 into
consideration 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.



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


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


Table 2.3: Table explains about nature of sales person
20% 80% 0% 0%

Chart 2.3: Chart explains about nature of sales person

Interpretation:
The above displayed table and chart explains about the nature of sales person; by the
analysis research says that 20% of customer felt that nature of sales person was excellent.
Whereas 80% said nature 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%
Nature of Sales Person


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 till
the end of tour


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


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


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


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


Table 2.9: Table explains about Driver Service
0% 10% 50% 40%

Chart 2.9: Chart explains about Driver Service

Interpretation:
The above displayed table and chart explains about the service of driver; by the analysis
research shows that 10% of the tourist said drivers service was very good, 50% said it was just
good and 40% 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%
Driver Service


Sightseeing
Table 2.10: Table explains about whether Sightseeing was completed in time
Yes No
100% 0%
Chart 2.10: Chart explains about whether Sightseeing was completed in time

Interpretation:
The above displayed table and chart explains whether the sightseeing of places was
completed in time; by the analysis research says that 100% tourist said that sightseeing was
completed on time.

0.00%
10.00%
20.00%
30.00%
40.00%
50.00%
60.00%
70.00%
80.00%
90.00%
100.00%
Yes No
Sightseeing was completed in time


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


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


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


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


Tour Manager
Table 2.15: Table explains about giving guidance on Sightseeing places
20% 50% 30% 0%

Chart 2.15: Chart explains about giving guidance on Sightseeing places

Interpretation:
The above displayed table and chart explains whether guidance was given on
sightseeing places; by the analysis research says that 20% of tourist said guidance was excellent,
50% said it was good and 30%said guidance 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%
Giving guidance on Sightseeing places


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


Table 2.17: Table explains about Nature of tour managers
70% 20% 10% 0%

Chart 2.17: Chart explains about Nature of tour managers

Interpretation:
The above displayed table and chart explains about the nature of tour managers; by the
analysis research shows that 70% of the tourist said nature of tour managers was excellent, 20%
said it was very good and 10% 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%
Nature of tour managers


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


Table 2.19: Table explains about extra additional services
Yes No
70% 30%
Chart 2.19: Chart explains about extra additional services

Interpretation:
The above displayed table and chart explains whether extra additional services such as
snacks, ice-creams etc were provided; by analysis research shows that 70% said they were
satisfied with the services and 30% said they were not satisfied with the services.

0.00%
10.00%
20.00%
30.00%
40.00%
50.00%
60.00%
70.00%
80.00%
90.00%
100.00%
Yes No
Extra additional services


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 didnt 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
couldnt 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


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.



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
couldnt 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 dont 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.



4. CONCLUSION / RECOMMENDATIONS
4.1 CONCLUSION

Bhagyashri Travels Pvt. Ltd. A tour operating company, second in terms of
competition in Pune and best in providing budgeted tour in whole Pune caught my eye
and would like to thank the directors to have chosen me to work as an assistant tour
manager in their esteemed organization.

The service of the company which had completed 30 years recently is excellent.
Today in the booming field of tourism where there is increase in spending in travel for
leisure and to get away from stressed life Bhagyashri Travels stands at the topmost for
satisfying the tourist needs.

The mission of the company to provide with service and expertise for all the
travel needs is well satisfied and it tries to bring professionalism in bringing
togetherness between the tourist and the services. No wonder it is accredited by
numerous organizations including IATA.

The claims of guaranteed departures with all the better services and making it
more convenient for tourist to buy the package within their budget, time and giving
personalized attention to the tourist.

Bhagyashri travels offers various types of services such as 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 destinations, and Domestic and international FIT Tours.

The layout of the Travel agency is very convenient and makes easy for the
managers and guests to find a sufficient place and eases work flow.



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.



4.2 RECOMMENDATIONS

In this project I have covered only the management of tour and customer
satisfaction on tour. The departments such as front office, visa, tour packaging,
ticketing, and marketing and also the human resource department can also be researched

Customer Satisfaction at Bhagyashri Travels

Încărcat de

Informații document

Titlu original

Drepturi de autor

Formate disponibile

Partajați acest document

Partajați sau inserați document

Opțiuni de partajare

Vi se pare util acest document?

Este necorespunzător acest conținut?

Drepturi de autor:

Formate disponibile

Customer Satisfaction at Bhagyashri Travels

Încărcat de

Drepturi de autor:

Formate disponibile

CUSTOMER SATISFACTION AT BHAGYASHRI TRAVELS PVT.

S-ar putea să vă placă și