Date post: | 23-Jan-2018 |
Category: |
Marketing |
Upload: | divyanshi-dayalani |
View: | 229 times |
Download: | 7 times |
Service Marketing
Presented by:
Ayushi Jain -PGFA1635
Ayushi Pathak -PGFA1636
Diksha -PGFA1645
Divyanshi Dayalani -PGFA1646
Nandini Goswami -PGFA1657
1
Industry Overview
Travel and tourism is the largest service industry in India
This industry provides heritage, cultural, medical, business and spot tourism.
Tourism sectors contributes to the country’sgross domestic product will with growth rate of 7.8% yearly.
Better lodging facility has been a factor which has contributed to increase foreign tourist arrival
The policies implemented by the government of India has boosted to the Indian tourism and hospitality industry
India’s travel and tourism industry is set to grow by about 7.3%
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About the Company
Make My Trip is India’s leading an online travel company
It was founded in the year 2000 by Mr. Deep Kalra
They are offering various services like airline tickets booking, hotel reservations, car rentals, travel
packages and holidays in India
Make my trip is 24X7 on line portal
In Dec. 2007, Make My Trip won the “best Online Travel Agency in India” award
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Major Player in the Industry
Thomas cook India Private limited
Cox and king India Private limited
Kuoni Global Travel services
Clear trip
Expedia.co.in
Yatra.com
The Leela Palaces
Goibibo
4
LATEST TRENDS IN TOURISM SECTOR
Growing options for low budget travelers
Visa on arrival boosting tourism
Rise of boutique hotels
Exploring new destinations
Travel tradeshows promoting tourism
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PROBLEMS FACED BY THIS SECTOR
Business hurdles
Attacks on women
Security concern
Concerns about industry growth
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Moments of Truth
Flight check ins as per the information floated
Service at the arrival
Car service at every pick up point
Hotel room allotted as per the requirement and instructions
Timely execution of the itinerary
Professional and empathetic employees
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AVERAGE WEIGHTED SERVQUAL SCORE
FACTORS SCORE IMPORTANCE
WEIGHT
WEIGHTED
SCORE
RESPONSIVENESS 3 10 30
ASSURANCE 1 30 30
TANGIBILITY 1 10 10
EMPATHY -2 20 -40
RELIABILITY -3 30 -90
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Average Weighted Servqual Score (Total/5) = -12
Recommendations
At their website they should avail the services of 3d view of hotels and other
services being offered
Some amount of decision making must be delegated to the employees so
that they can confidently respond to the customer’s uninvited queries
The tangibility should be more as we are more reliable on others for our
services
They should focus more upon the accuracy factor to increase their reliability
11