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Service Marketing
Assignment 1
Sem VI

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Criteria for marking - Plan Max Marks Remarks

Marks Obtained

Ability to understand and present the

10
uniqueness of the chosen service
10
Discussion on marketing challenges

Identifying the strategies used by the 10

company to deal with those challenges
Analysis of the Services
30
Marketing Mix

Identifying the Target

10
Segment

15
Wr itten English Language Skills

10
Report Format
5
Referencing
100
Total
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The service company which I choose in transport . This is mostly used by all the people in this world.
There are no people in this world without making single form transportation. In this service company I
choose KPN travels.

1.c What are the unique features and characteristics of your chosen service?

Traveling is the necessity of life. You cannot imagine a life without traveling. Traveling is made easy these
days so that your journey is made memorable and pleasant .traveling is planned before hand to avoid
confusion. You become choosy about the traveling company once you start your journey. One of the best
traveling companies in south India is KPNtravels. KPN travels India started their business of transport
thirty eight years ago. KPN travels India believes in giving quality service at affordable price. KPNtravels
started from grass root level in the business of transport. The founder dr. KPN himself was a tour operator
and started from basic operation in traveling industry. He even drove the buses to know the exact services
to be delivered to customers. The first bus took a route from trichy to Chennai. These buses are the best as
they are equipped with latest technologies. KPNtravels and KPN travels India became the trusted names
when it comes to traveling down south. There are so many advantages with KPN travels India like KPN
travels online. KPNtravels with their KPN travels website is one of the best services that we get. This KPN
travels website is designed specially for the customers. The route of KPNtravels is made easy on these
websites. KPN travels India has the best websites and the features of this KPN travels website websites are
very informative and user friendly. This KPN travels website gives a detailed summary of the operations
and KPN travels online facility as well.

2.c what marketing challenges arise because of the uniqueness?

Avoid travel by the KPN travels at any cost. They never arrange any back-up in case if the buses have to
break-down mid-way. They are least bothered when it comes to customer experience. Most of their Volvos
are aged enough and are maintained poor. In a recent experience, on 10th Oct from chennai-to-bangalore
(KA03-AD-1), the bus started at 2 PM just to stop in the mid-way near pallikonda check post. The bus had
a leaky hose pipe, the drivers¶ minimal attempt to fix that proved futile. There were kids, ladies, seniors all
stranded mid-way with no hope getting this rectified. KPN mgmt was least bothered to arrange for a back-
up, they instead sent a mechanic all the way from hosur to fix the same. The mechanic in his way, always
gave false information about his where-abouts that kept the passengers guessing. When the mechanic
finally arrived it was already 5 hrs since the bus had stopped. Most of the passengers tried arranging
cabs/alternate transportation, but got confused when the mechanic said the bus would start in another 10-
15 mins. Some of the passengers left to chennai, some found alternate transport. Few unlucky ones like
me, had to wait until the bus finally starts. But unfortunately, the fix short lived again. There were no hope
for few of them who travelled as none of the buses accept even a request stop. All through
krishnagiri/chinnar the driver and mechanic managed to drive the bus with NO AC, intermittantly stopping
the bus once in every 10 mins to pour water to the engine coolant tank. Finally at A2B restaurent near
hosur, they managed to arrange seats in alternate buses enroute to Bangalore and we reached 5AM next-
day. Given this, I would think twice to travel by this KPN travels. In an unfortunate event, if I have to
travel, I¶d have the travel option backed-up, since KPN would be least bothered about any passengers
under such cases.
Leaving the property for a comfortable and care-totally free vacation with the household or close friends,
make sure you get the booking carried out on time and the reservation accomplished at the appropriate spot
for that memorable time with your loved ones. The right location for reservation and making that vacation
a memory to keep in mind, get your bookings done on kpntravelsonlinebooking.com. There is so
significantly to pick from the a variety of possibilities obtainable here.

KPN travels founded by Dr.K.P Natarajan, a tour operator have been serving the passengers visiting the
south side of Bangalore, Tamil Nadu and Thirunelveli. The company is identified for its outstanding
service towards tourists and has now opted for on-line booking to make it simpler for the passengers to
book their tickets in advanced by way of the KPN travels website. Serving 6,000 passengers a day, KPN
travels is acknowledged for its effectively-maintained buses and providing comfy journey to the
individuals. Serving for four decades, KPN travels is a name to reckon with.

Booking your holiday with your dear ones is not a painful activity now with KPN travels ticket booking
via the KPN travels web site without getting to go to the KPN travel workplace and stand in the long Que.
For the KPN travels ticket booking, place and travel date need to be made the decision prior to the
beginning of the journey.

KPN travels ticket booking supplies the following advantages more than any other tour operator
organization such as

1) No peak time value

2) Facility to book ticket on the web by way of the KPN travels website.

3) Comfy seats.

four) Drivers assisting with luggage.

five) All coaches are AC.

6) Dedicated consumer encounter and driver advancement team for outstanding customer service.

7) Safe journey for female travelers.

KPN travels have booking for more than 230 locations in Karnataka, Tamil Nadu, Kerala and Pondicherry.
KPN travels is one of the operators to have introduced new technology led fleet of buses. With them, you
can be assured of a safe and comfy journey

3.c What is its pricing strategy?

From Bangalore to Chennai by K.P.N Travels, Volvo AC starting Rs.470.
From Bangalore to Ernakulam by K.P.N Travels, Volvo AC starting Rs.650.
From Bangalore to Chidambaram by K.P.N Travels, AC Sleeper starting Rs.460.
From Bangalore to Trivandrum by K.P.N Travels, Volvo AC starting Rs.700.
From Bangalore to Palani by K.P.N Travels, Non AC Seater starting Rs.360.
From Bangalore to Udumalaipet by K.P.N Travels, Volvo AC starting Rs.360.
From Bangalore to Tirupur by K.P.N Travels, Volvo AC starting Rs.410.
From Bangalore to Salem by K.P.N Travels, Non AC Seater starting Rs.160.
From Bangalore to Kollam by K.P.N Travels, Volvo AC starting Rs.650.
From Bangalore to Tirunelveli by K.P.N Travels, Volvo AC starting Rs.600.
From Bangalore to Velankanni by K.P.N Travels, Non AC Seater starting Rs.410.
From Bangalore to Tirunelveli by K.P.N Travels, Non AC starting Rs.440.
From Bangalore to Devakottai by K.P.N Travels, Non AC starting Rs.405.
From Bangalore to Trichy by K.P.N Travels, Volvo AC starting Rs.360.
From Bangalore to Pollachi by K.P.N Travels, Volvo AC starting Rs.360.
From Bangalore to Nagercoil by K.P.N Travels, Volvo AC starting Rs.575.
From Bangalore to Kodaikanal by K.P.N Travels, Non AC starting Rs.480.
From Bangalore to Pondicherry by K.P.N Travels, Non AC Seater starting Rs.360.
From Bangalore to Coimbatore by K.P.N Travels, AC Sleeper starting Rs.440.
From Bangalore to Marthandam by K.P.N Travels, Volvo AC starting Rs.660.
From Bangalore to Madurai by K.P.N Travels, AC Sleeper starting Rs.470. .

4.c What are its product lines?

Recently I booked an envelope ( Parcel ) from chennai to erode and they issued LR number and same i
sent it to receiving person to collect the goods. The next day he went to Erode office to collect the
parcel and they refused to deliver the parcel with out ID proof unlike other services. they did¶t mintion and
informed about ID proof is required to collect the parcel.

After that I made several phone call to KPN Head office and spoke to several officials they stritly said ID
is mandatory and started arguing with me, after that i came to conclusion that there is no use of talking
with the customer care and i got tensed.I spent half of the day to make arrangements to collect the parcel
which i send finaly i went to chennai parcel booking office again and i made a call to that person and they
verified the phone number and issued the parcel. so i suggest every one not to use kpn parcel service if ur
in urgency

* KPN service is not customer oriented.

* KPN is Helples

5.c How is the service product distributed?

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6.c What is the role of µPeople¶ in your chosen company?

With the technological advancement India is also progressing. People in India are depending upon
machines and gadgets. Internet is playing vital role in enhancing the overall growth in India. Now, you can
book a flight ticket, train tickets and v
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With this you can do online shopping as well. You can buy online flowers, movie tickets, jewelry, mobile
phones, clothes, home appliances, gem stones, books and lot more. With internet you can have all the
things at your door step. It is one stop shop for everything you need.

More and more people are using internet to buy products and services. You can not only buy things but
have a look over them and can also give your feedback. In India, people residing in South India are the
maximum users of internet. Online booking is the best way to book tickets as it saves both time and
money. Earlier online booking was not used by Indians but now people are becoming more advanced and
using online booking facility. ( cv
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India are moving forward to book  cv
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bus ticket to get registered.

Booking a bus ticket is now a hassle free task, without spending much time you can book a bus ticket
online and also available with all the necessary details needed for booking a particular destination in India.
Lots of travel agents provide online bus booking to make customers feel comfortable. Also this service is
quite simple and easy to use. From any part of the world  cv
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any hour of the day. There are reputed companies which provide online bus booking facility like redbus,
makemytrip, yatra.com etc. These travel portals provide instant online booking facility of flight booking,
train tickets booking and bus reservation.

You can also check bus reviews on each route, fares and availability of bus tickets online. Payment of
online bus tickets can be made through debit and credit cards or net banking.

7.c What µProcess¶ are involved in the service production?

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´c Can I buy a ticket at the KPN Office before I travel?

´c Where can I buy a ticket other than via the Internet?
´c Can I book the return ticket?
´c How can I pay for my ticket online?
´c Why isn't seat availability checked until the end of the booking process?
´c Can I buy a ticket for someone else with my credit/debit card?
´c Do I have to register to book online?
´c Do I have to pay a booking fee?
´c Can I Cancel/Transfer my e-Ticket?

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´c What do I do if I miss my bus?

´c What can I take on the Bus?

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Yes you can, but this is subject to seats being available. Wherever possible, you should try and book in
advance, particularly on KPN services and at busy times such as Diwali, Pongal, Christmas, and most
Fridays and Sundays.

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You can purchase your travel ticket from any KPN Travels Outlet. We have around 500 Offices located all
over South India including all terminals at all the major areas.

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Yes, you can book your return tickets from our coverage cities to your source.

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We accept VISA and Master Card for online booking and will accept only cash at all our outlets.

We will not accept payment by cheque. We will accept credit cards at all our outlets shortly.
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The website only checks seat availability at the end of the booking process, after you have entered
payment details. This is because many people are using the journey planner at any time simply to check
times and fares, and we do not want these to show on the system as seats taken. Showing "real time"
information (i.e. how many seats are taken at that precise moment in time) at all stages of the booking
process would mean a false number of available seats being shown.

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Yes. As long as you supply a valid address for the credit card holder, then you can buy tickets for any
other person. There is no requirement for the credit card to be produced either on collection of tickets or
when boarding the bus.

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Yes, there are several reasons why registering could be beneficial to you as below.

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˜c We have an idea to benefit our customers based on their travel trips with us, like we will introduce
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category we will give you the discounts on the ticket fares.

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No. If you book online at www.kpntravels.in, you do not pay a booking fee. c

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You can Cancel your Ticket. But, we don¶t have facility to transfer it. c

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Our conditions state that if you miss the bus you are booked on, through no fault of KPN Travels, and you
do not cancel your seat before the time of departure then the ticket is no longer valid and is not eligible for
a refund or amendment.

However, at boarding point we do try to help as much as we can. Under normal circumstances we will try
to accommodate you on a later departure, subject to seats being available. But we are under no obligation
to do this.
Our advice when booking is always to book on a service slightly later. Then, if your bus arrives on time or
early, and you are in time to catch an earlier bus, we will be happy for you to travel on an earlier departure
- subject, always, to seats being available.

Please note that our outlet may charge the differences of fare between the buses.

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Luggage is limited to two medium sized suitcases per person, plus one piece of hand luggage on all
services.

We can offer no advanced guarantee that excess luggage will be carried, as we have no idea what each
customer will bring.

We cannot carry animals, except Assistance Dogs.