Online Travel Agency (OTA)

PROJECT ON MAKE MY TRIP.COMWith focus on Service

PREPARED BY :- Parmar Ajay R.

IMPORTANCE OF SERVICE SECTOR

The growth of the service sector has long been considered as an indicator of a country's economic progress.

Services are continually being launched to satisfy our existing needs and to meet needs that we did not even know we had.

Service organizations can vary in size from large corporations to small, locally owned businesses.

Services constitute over 50% of GDP in low income countries and as their economies continue to develop, the importance of services in the economy continues to grow.

Importance of tourism in whole service sector

Make My Trip (MMT) found in April, 2000

Offices in 23 cities across India

4 international offices in New York , San Francisco, Singapore and Sydney

Several franchise locations

Major market share

Every eleventh domestic flights in India booked via MMT .

COMPANY PROFILE

OFFERINGS

•Domestic : Within India•International : From India •Inbound : Overseas to India

Air Travel

•Hotels : Domestic and Int’l•Packages : –Domestic and Int’l–Conferences and Events

Hotel and Packages

•Rail•Bus•Car•Ancillary Services/Products

Other Segments

MMT SERVICE

Search EngineBooking Facility Airline tickets

Hotel reservations

Holiday packages Railways tickets

Bus tickets Car rentals

Customer care support

Website Call Centers

Makemytrip.com

OfferingInteraction

System

Interface

OTHER COMPETITORS

Others

1st

2nd

3rd

48%

24%

18%

10%

MARKET SHARE

Others

CONSUMER TOUCH POINTS

Website/Mobile

Store/ Travel Agents

Call Centre / Tele Agents

Consumer

ADDRESSING GRIEVANCES

x24 7Customer Care Support

Customer Feedback Form

OFFERS

INDIA INTERNET PENETRATION

US Japan Europe Brazil China India0%

10%

20%

30%

40%

50%

60%

70%

80%78% 76%

58%

36%32%

7%

Country

Inte

rnet

Pen

etra

tion

Internet penetration in India - 7% Number of users - 81,000,000

REASONS FOR TRAVELING

Emotional Reasons Planned ActivityStress Reliever

Travel lovers

TRAVEL AND AGE GROUP

International Travel

US/Europe/NZ– 45 – 50 yrs

South East Asia – 30 – 35 yrs

Domestic Travel

Religious Travellers – 50+ yrs(Vaishnov Devi, Chardham)

Weekend Getaways – 20 – 35 yrs

11

24

62

Airlines Railways

Multiple Offline

SERVICE TYPE RESPONSESTotal Number of Respondents : 43

INTERPRETATION

IDEATION

Solutions for problem areas in service were identified by ideation.

New Prospects :

New prospects in the service industry pertaining to hotel and holiday segment. Cricket hospitality package

Pilgrimage tourism package

TOURISM PACKAGE

SUGGESTION

They are providing best services to customers, and they have to maintain its quality.

They have to do more advertisement in media like T.V. , Internet.

Indian Travel Industry , greater potentials to be uncovered.

Innovative packages, Convenient offers and lucrative deals

Solutions , Outcome of research conducted in a small scale.

Research needs to be taken forward and conducted in a large scale.

Understanding traveler’s behavior and striking the right move would benefit travel agency greatly

CONCLUSION

Thank You

Happy Tripping