This document is a proposal for an internship project at Thomas Cook India Ltd. The student, Jayaram G, will study customer response to Thomas Cook services over 9 weeks from April 27th to June 28th 2015 under the guidance of Dr. Maninder Sudhiir. The project aims to understand customer satisfaction with Thomas Cook's leisure travel, foreign exchange, and visa processing services through a questionnaire. The results will provide insights to help Thomas Cook improve its offerings and expand its market share in the competitive Indian tourism industry.
An Industrial, Business or service organization by taking up a project study is most important part of our PGDM course & is must as per the syllabus prescribed by Indian Institute of Tourism and Travel Management. PGDM course is of administrative and managerial activity of industrial, Business or service organization. The main objective of this project study is to help the student to develop ability to practical technique to solve real life problem related to industrial Business or Service organization.
This document provides an overview of the automobile industry in Uganda, including a STEEPLED analysis of the industry's external environment factors. It discusses the current state of Uganda's automobile market, which is dominated by used vehicles imported from Japan due to high costs of new vehicles for most Ugandans. The STEEPLED analysis covers social, technological, economic, environmental, political, legal, ethical, and demographic factors influencing the industry. Key points include Uganda's underdeveloped road infrastructure, the potential for electric vehicles, and the industry's importance to employment.
The document is a summer project report that studied Thomas Cook's existing foreign exchange distribution model and made recommendations. It conducted research on educational consultants, shopkeepers at Spencer's Plaza Mall branch, and online consumers. It found that trust and security are strongly correlated with cost and availability for choosing a forex provider. While the online store has potential, awareness is still low and people prefer visiting stores. Promotional activities were done targeting niche segments like educational consultants and Spencer's shopkeepers to increase footfalls at the struggling Spencer's branch. Recommendations included focusing on trust and omnipresence and addressing threats of the online store like delivery delays.
Mahindra & Mahindra (M&M) is the leading manufacturer of multi-utility vehicles in India. The company started manufacturing commercial vehicles in 1945 and is now the world's sixth largest medium and heavy commercial vehicle manufacturer. The document discusses M&M's history and product portfolio. It also describes the research methodology used in a study on customer satisfaction with M&M vehicles, which involved collecting primary and secondary data through questionnaires and interviews with 150 people in Deoghar, Jharkhand. The conclusions indicate that most customers are satisfied with M&M's vehicle designs and facilities compared to other brands.
This document is a project report submitted by Devishankar Carpenter for their B.Sc. (Hons.) Agriculture & MBA degree. The project examines customer satisfaction with Mahindra & Mahindra Limited in Kota, Rajasthan, India. It includes sections on the company and product profiles, dealer profiles, SWOT analysis, research methodology used, findings, and data analysis. The main research aims to understand customer satisfaction towards Mahindra SUVs in Kota. Primary and secondary research was conducted through questionnaires and sources like websites and magazines. The conclusion is that Mahindra has a good market share for SUVs in Kota and customers are generally satisfied with vehicle design and after-sales services.
Copy of copy of harshadpatel final 10 d harharshad trada
The document provides information about the production department of Sheetal Ice Cream Industries. It begins with introducing the production process, which involves ordering raw materials, checking them, melting dairy materials, heat treatment, shaping, weighing, packing, and delivery. It then details the manufacturing process, which converts raw materials into the finished ice cream products through systematic processing. The production department is responsible for overseeing the entire conversion process to ensure the efficient production of quality products according to specifications.
The document discusses a study conducted on consumer buying preferences towards the Mahindra Scorpio SUV in Bangalore. It provides background information on the intern who conducted the study, the organization where the internship was done, and the guidelines and objectives of the study. The study aims to analyze factors influencing consumer brand preferences and satisfaction levels towards the Mahindra Scorpio.
An Industrial, Business or service organization by taking up a project study is most important part of our PGDM course & is must as per the syllabus prescribed by Indian Institute of Tourism and Travel Management. PGDM course is of administrative and managerial activity of industrial, Business or service organization. The main objective of this project study is to help the student to develop ability to practical technique to solve real life problem related to industrial Business or Service organization.
This document provides an overview of the automobile industry in Uganda, including a STEEPLED analysis of the industry's external environment factors. It discusses the current state of Uganda's automobile market, which is dominated by used vehicles imported from Japan due to high costs of new vehicles for most Ugandans. The STEEPLED analysis covers social, technological, economic, environmental, political, legal, ethical, and demographic factors influencing the industry. Key points include Uganda's underdeveloped road infrastructure, the potential for electric vehicles, and the industry's importance to employment.
The document is a summer project report that studied Thomas Cook's existing foreign exchange distribution model and made recommendations. It conducted research on educational consultants, shopkeepers at Spencer's Plaza Mall branch, and online consumers. It found that trust and security are strongly correlated with cost and availability for choosing a forex provider. While the online store has potential, awareness is still low and people prefer visiting stores. Promotional activities were done targeting niche segments like educational consultants and Spencer's shopkeepers to increase footfalls at the struggling Spencer's branch. Recommendations included focusing on trust and omnipresence and addressing threats of the online store like delivery delays.
Mahindra & Mahindra (M&M) is the leading manufacturer of multi-utility vehicles in India. The company started manufacturing commercial vehicles in 1945 and is now the world's sixth largest medium and heavy commercial vehicle manufacturer. The document discusses M&M's history and product portfolio. It also describes the research methodology used in a study on customer satisfaction with M&M vehicles, which involved collecting primary and secondary data through questionnaires and interviews with 150 people in Deoghar, Jharkhand. The conclusions indicate that most customers are satisfied with M&M's vehicle designs and facilities compared to other brands.
This document is a project report submitted by Devishankar Carpenter for their B.Sc. (Hons.) Agriculture & MBA degree. The project examines customer satisfaction with Mahindra & Mahindra Limited in Kota, Rajasthan, India. It includes sections on the company and product profiles, dealer profiles, SWOT analysis, research methodology used, findings, and data analysis. The main research aims to understand customer satisfaction towards Mahindra SUVs in Kota. Primary and secondary research was conducted through questionnaires and sources like websites and magazines. The conclusion is that Mahindra has a good market share for SUVs in Kota and customers are generally satisfied with vehicle design and after-sales services.
Copy of copy of harshadpatel final 10 d harharshad trada
The document provides information about the production department of Sheetal Ice Cream Industries. It begins with introducing the production process, which involves ordering raw materials, checking them, melting dairy materials, heat treatment, shaping, weighing, packing, and delivery. It then details the manufacturing process, which converts raw materials into the finished ice cream products through systematic processing. The production department is responsible for overseeing the entire conversion process to ensure the efficient production of quality products according to specifications.
The document discusses a study conducted on consumer buying preferences towards the Mahindra Scorpio SUV in Bangalore. It provides background information on the intern who conducted the study, the organization where the internship was done, and the guidelines and objectives of the study. The study aims to analyze factors influencing consumer brand preferences and satisfaction levels towards the Mahindra Scorpio.
“FUTURE AND MARKETING OF A FIVE STAR HOTEL”SarigaAS
This document is a report submitted by Chandan Govind to Amity University in partial fulfillment of an MBA degree. It analyzes the future and marketing of a five-star hotel. The report includes an introduction, research methodology, industry profile of five-star hotels, a profile of the specific hotel studied called The Park, an analysis and interpretation of data collected, results and suggestions from the study, and a conclusion. It was conducted under the guidance of Mrs. Anitha Ajith at Amity Global Business School and Ms. Shama Kulkarnee at The Park hotel.
This document provides an overview of the origin and development of the mobile money industry. It discusses how mobile money systems originated and became popular in countries like Kenya, the US, Europe, and Africa. In India, the Reserve Bank of India began addressing mobile banking in 2008 and issued guidelines in 2010 allowing mobile wallets of up to 5000 rupees to be used for payments. Major players like Airtel and Vodafone also launched mobile money services in India. The development of systems like IMPS now allow real-time money transfers between bank accounts using mobile devices. Overall, mobile money has significant potential in India to help reach the unbanked and support money transfers, though regulatory adoption may be slower than in countries like
Customer satisfaction towards various services of thomas cook hublishabaz khan
This document provides details about a study conducted on customer satisfaction towards various services provided by Thomas Cook in Hubli, Dharwad, Belgaum, and Davangere. It includes an introduction describing the background and purpose of the study, as well as the research objectives. The document also contains sections on literature review, research methodology, data analysis, findings, suggestions, and conclusion. It was submitted to Karnataka University Dharwad in partial fulfillment of an MBA degree.
This document provides an overview of a project on consumer behavior and awareness towards Maruti Suzuki vehicles sold at Karlo Automobiles in Gaya, India. The project was conducted to fulfill requirements for a BBM degree. It includes an introduction describing the objectives to study major vehicle segments and factors influencing purchases. It also provides background on Maruti Suzuki and Karlo Automobiles. The document outlines the research methodology and structure, including literature review, data analysis, recommendations, and conclusions. It aims to understand consumer awareness and behavior regarding Maruti vehicles sold through Karlo Automobiles.
This document provides an overview of a project report on consumer satisfaction with Maruti Suzuki vehicles in India. It includes an introduction to Maruti Suzuki's history in India since 1970 and its partnership with Suzuki Motor Corporation of Japan. It also outlines the objectives and methodology of the consumer behavior research, including understanding factors that influence buying decisions and defining consumer satisfaction. The report aims to provide information to Maruti Suzuki about consumers' attitudes toward their products and services.
Business Opportunities in Tourism and Hospitality SectorAjjay Kumar Gupta
Business Opportunities in Tourism and Hospitality Sector. Setting Up a 5 Star Hotel. Rising Opportunities in India's Hospitality Industry
Hotels industry is one of the major sectors fueling the growth of hospitality sector at the global level. Booming travel and tourism industry is one of the major factors fueling the demand in the hotels industry
The various types of hotels in the world are typically classified as 5 star, 4 star, 3 star, 2 star, and 1 Star, among others. India’s tourism sector is growing, bringing with it an increased demand for hotels that cater to holidaymakers. And hotel groups are seizing the opportunity, expanding across some of the country’s biggest cities.
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Tags
How to Start Your Own Hotel, Hospitality Sector Projects, How to Start a Hotel, How do I Start a Hotel Business? How to Start Hotel Business in India, 5 Star Hotel, Good Opportunities in India for Entrepreneurs, Want to Start Hospitality Industry in India? Start Hotel, Start a Tourism Business, How to Start Your own Hotel Business?, Setting Up a Hotel, Cost of Starting Hotel in India, Indian Hotels Industry, Tourism and Hospitality Sector Projects, Free Sample Hotel Business Plan, Hotel Business Plan, Hospitality Industry, Hospitality Business, Starting Your Own Business in Hospitality Sector, New project profile on 5 Start Hotel, Project Report on 5 Start Hotel, Detailed Project Report on 5 Start Hotel, Project Report on Tourism and Hospitality Sector, Pre-Investment Feasibility Study on Hotels & Hospitality Industry, Techno-Economic feasibility study on Tourism and Hospitality Sector, Feasibility report on 5 Start Hotel, Free Project Profile on Hotels & Hospitality Industry, Project profile on Hotels & Hospitality Industry, Five Star Hotel Business, Hospitality Projects, Hotel and Hospitality Projects, How to Start Hospitality Business, Start Your own Business as a Hospitality Industry, Starting Hospitality Business, Start Up Hospitality Business, Tourism and Hospitality Business Ideas to Start, How to Start Hospitality Business in India, Business Ideas in Hospitality Industry, Hospitality Industry in India, How to Start a Business in Hospitality Industry, Hospitality Business Ideas, Hospitality Startup Ideas, Opportunities in Tourism and Hospitality Sector, Hotels & Hospitality Industry in India, Investment in Hotel Industry, Hotel Industry and Hospitality Business, Hotel project ideas, Projects on Small Scale Industries, Small scale industries projects ideas, Tourism and Hospitality Sector Based Small Scale Industries Projects
Cocola Food Company Ltd. is a growing private food company in Bangladesh that was established in 1975. The report provides details about Cocola, including its mission, history, products, factory, organizational structure, functional departments, and SWOT analysis. It also analyzes the production efficiency of various Cocola products over time, noting seasonal impacts and identifying reasons for production gaps. Overall, the report finds that Cocola is meeting consumer demand through a wide range of quality food products and playing an important role in the Bangladeshi economy.
This industrial visit report summarizes Priyam Tandon's visit to Amul industries as part of their Bachelor of Business Administration program. The report discusses the benefits of industry visits for students, including gaining real-world experience, making industry contacts, helping choose careers, and exposing students to different work cultures. It provides an overview of Amul, including its founding, products, organizational structure as a cooperative, and strategies. The report was submitted to fulfill course requirements and gain a certificate documenting the visit.
Comparative study on customer satisfaction in services provided by maruthi su...Projects Kart
Comparative Study on Customer Satisfaction in Services Provided by Maruthi Suzuki and Tata Motors. After-sales is the provision of services, support and spare parts after making an initial sale. This often occurs in the provision of complex machinery which requires regular maintenance such as motor vehicles. Customer service is the provision of service to customers before, during and after a purchase. The perception of success of such interactions is dependent on employees "who can adjust themselves to the personality of the guest". Customer service concerns the priority an organization assigns to customer service relative to components such as product innovation and pricing. Visit http://www.projectskart.com/p/contact-us.html for more information.
This document provides an overview of Mahindra Truck and Bus Division. Some key points:
- Mahindra Truck and Bus Division is part of the Mahindra Group, a large Indian conglomerate with operations across multiple industries.
- Mahindra & Mahindra was founded in 1945 and initially traded steel before beginning to manufacture Willys Jeeps in India in 1947.
- Mahindra Truck and Bus Division manufactures commercial vehicles for transportation and has around 900 employees. Its headquarters are in Mumbai, India.
- The company has a presence in India, Nepal, and Sri Lanka and manufactures trucks and buses under the Mahindra brand.
“FUTURE AND MARKETING OF A FIVE STAR HOTELSarigaAS
The hotel industry is an essential part of the tourism industry, providing accommodations for travelers and accounting for about 50% of foreign exchange earnings from tourism. Hotels can be categorized based on factors like location, amenities, number of rooms, type of clientele, and length of guest stays. The industry focuses largely on foreign tourists but is seeing growth in domestic tourism as well due to rising incomes in India.
This project report is an outcome of the genuine support of many well-wishers, friends and it is because of the co-operation that I received from various ends that this report has attained the shape that it deserves. I would like to extend my sincere thanks to all of them.
Business development summer internship project reportRahulkumar6266
This document is a summer training project report submitted by Rahul Kumar to fulfill the requirements for a Bachelor of Business Administration degree. The report focuses on Rahul Kumar's training in business development at Nivesh Global Pvt. Ltd. The report includes an introduction, research methodology, conceptual discussion, data analysis, findings and recommendations, conclusion, and bibliography sections. It also acknowledges those who helped and supported Rahul Kumar during the training project.
Training report AT THE VVF INDIA LTD . BADDI . HP Rajat Sharma
The document provides a training report submitted by Rajat Sharma, a student of MBA 3rd semester at Gautam Institute of Management and Technology, as a partial fulfillment of the degree requirements. The report covers Rajat Sharma's 45-day internship at VVF (Vegetable Vitamin Foods) India Ltd in Baddi, Himachal Pradesh. The report includes an introduction to the FMCG industry in India and the company VVF India Ltd, as well as a weekly progress report of Rajat Sharma's activities and learnings during the internship.
Lupin entered the US generic pharmaceutical market in 2003 and has since received over 75 FDA drug approvals, making it one of the fastest growing pharmaceutical companies in the US. It is vertically integrated across API development, manufacturing, and regulatory submission processes. Lupin focuses on generics but also engages in custom manufacturing for other companies.
This document is Divya Gupta's summer training project report submitted for her MBA program. It examines a comparison of customer satisfaction between Reliance Life Insurance and Life Insurance Corporation. The report contains sections on the genesis and profile of the organizations, their functional areas, organizational structure, products and services, achievements, comparative performance, and SWOT analysis. It also outlines the research methodology used, which included a sample design, data analysis and interpretation through diagrams and charts. The report provides recommendations to improve future customer satisfaction surveys.
The document provides background information on Mother Dairy, Kolkata where the author completed an internship. It includes:
1. An overview of the fast moving consumer goods industry and common characteristics of FMCG products.
2. Details about the objectives and time period of the internship at Mother Dairy, which was conducted from July to August 2011 to fulfill requirements for an MBA degree.
3. Acknowledgements and declaration by the author that the report was prepared independently during the internship.
This document provides an executive summary of a report on the distribution channel of Bhushan Power and Steel Ltd (BPSL). It discusses that BPSL is one of India's largest steel producers. It has manufacturing units in India and abroad and produces flat and long steel products. The report contains details about BPSL's distribution channel, types of intermediaries used, and its marketing and sales activities. It analyzes the steel industry trends in India and globally, provides a PEST analysis of the industry, and discusses BPSL's competitors and strengths/weaknesses. The objective is to study BPSL's distribution network and channels to help the company devise strategies to increase sales and market presence.
Thomas Cook refers to its key referral, recruitment, supplier, customer, internal, and influencer markets. Referral markets include blogs, customers, hotels, airlines, and American Express. Recruitment markets consist of colleges, job sites, competitors, and financial institutions. Supplier markets are made up of hotels, matrimony sites, airlines, and banks. Customer markets include additional hotels, airlines, restaurants, and corporate clients. Internal markets are the company's 21,813 employees and departments. Influencers are competitors such as American Express, Carlson Wagonlit Travel, and Emirates.
Thomas Cook (India) Ltd is a leading integrated travel and travel services company offering foreign exchange, corporate travel, leisure travel, insurance, visa and passport services, and e-business. The document discusses opportunities for career growth at Thomas Cook including training, support for developing new skills, competitive benefits like annual holidays, pension contributions, and medical insurance. Positions are offered in marketing, finance, and other areas at their office in Nagpur, India.
“FUTURE AND MARKETING OF A FIVE STAR HOTEL”SarigaAS
This document is a report submitted by Chandan Govind to Amity University in partial fulfillment of an MBA degree. It analyzes the future and marketing of a five-star hotel. The report includes an introduction, research methodology, industry profile of five-star hotels, a profile of the specific hotel studied called The Park, an analysis and interpretation of data collected, results and suggestions from the study, and a conclusion. It was conducted under the guidance of Mrs. Anitha Ajith at Amity Global Business School and Ms. Shama Kulkarnee at The Park hotel.
This document provides an overview of the origin and development of the mobile money industry. It discusses how mobile money systems originated and became popular in countries like Kenya, the US, Europe, and Africa. In India, the Reserve Bank of India began addressing mobile banking in 2008 and issued guidelines in 2010 allowing mobile wallets of up to 5000 rupees to be used for payments. Major players like Airtel and Vodafone also launched mobile money services in India. The development of systems like IMPS now allow real-time money transfers between bank accounts using mobile devices. Overall, mobile money has significant potential in India to help reach the unbanked and support money transfers, though regulatory adoption may be slower than in countries like
Customer satisfaction towards various services of thomas cook hublishabaz khan
This document provides details about a study conducted on customer satisfaction towards various services provided by Thomas Cook in Hubli, Dharwad, Belgaum, and Davangere. It includes an introduction describing the background and purpose of the study, as well as the research objectives. The document also contains sections on literature review, research methodology, data analysis, findings, suggestions, and conclusion. It was submitted to Karnataka University Dharwad in partial fulfillment of an MBA degree.
This document provides an overview of a project on consumer behavior and awareness towards Maruti Suzuki vehicles sold at Karlo Automobiles in Gaya, India. The project was conducted to fulfill requirements for a BBM degree. It includes an introduction describing the objectives to study major vehicle segments and factors influencing purchases. It also provides background on Maruti Suzuki and Karlo Automobiles. The document outlines the research methodology and structure, including literature review, data analysis, recommendations, and conclusions. It aims to understand consumer awareness and behavior regarding Maruti vehicles sold through Karlo Automobiles.
This document provides an overview of a project report on consumer satisfaction with Maruti Suzuki vehicles in India. It includes an introduction to Maruti Suzuki's history in India since 1970 and its partnership with Suzuki Motor Corporation of Japan. It also outlines the objectives and methodology of the consumer behavior research, including understanding factors that influence buying decisions and defining consumer satisfaction. The report aims to provide information to Maruti Suzuki about consumers' attitudes toward their products and services.
Business Opportunities in Tourism and Hospitality SectorAjjay Kumar Gupta
Business Opportunities in Tourism and Hospitality Sector. Setting Up a 5 Star Hotel. Rising Opportunities in India's Hospitality Industry
Hotels industry is one of the major sectors fueling the growth of hospitality sector at the global level. Booming travel and tourism industry is one of the major factors fueling the demand in the hotels industry
The various types of hotels in the world are typically classified as 5 star, 4 star, 3 star, 2 star, and 1 Star, among others. India’s tourism sector is growing, bringing with it an increased demand for hotels that cater to holidaymakers. And hotel groups are seizing the opportunity, expanding across some of the country’s biggest cities.
See more
https://goo.gl/DMmdD1
https://goo.gl/24qdFb
Contact us:
Niir Project Consultancy Services
An ISO 9001:2015 Company
106-E, Kamla Nagar, Opp. Spark Mall,
New Delhi-110007, India.
Email: npcs.ei@gmail.com , info@entrepreneurindia.co
Tel: +91-11-23843955, 23845654, 23845886, 8800733955
Mobile: +91-9811043595
Website: www.entrepreneurindia.co , www.niir.org
Tags
How to Start Your Own Hotel, Hospitality Sector Projects, How to Start a Hotel, How do I Start a Hotel Business? How to Start Hotel Business in India, 5 Star Hotel, Good Opportunities in India for Entrepreneurs, Want to Start Hospitality Industry in India? Start Hotel, Start a Tourism Business, How to Start Your own Hotel Business?, Setting Up a Hotel, Cost of Starting Hotel in India, Indian Hotels Industry, Tourism and Hospitality Sector Projects, Free Sample Hotel Business Plan, Hotel Business Plan, Hospitality Industry, Hospitality Business, Starting Your Own Business in Hospitality Sector, New project profile on 5 Start Hotel, Project Report on 5 Start Hotel, Detailed Project Report on 5 Start Hotel, Project Report on Tourism and Hospitality Sector, Pre-Investment Feasibility Study on Hotels & Hospitality Industry, Techno-Economic feasibility study on Tourism and Hospitality Sector, Feasibility report on 5 Start Hotel, Free Project Profile on Hotels & Hospitality Industry, Project profile on Hotels & Hospitality Industry, Five Star Hotel Business, Hospitality Projects, Hotel and Hospitality Projects, How to Start Hospitality Business, Start Your own Business as a Hospitality Industry, Starting Hospitality Business, Start Up Hospitality Business, Tourism and Hospitality Business Ideas to Start, How to Start Hospitality Business in India, Business Ideas in Hospitality Industry, Hospitality Industry in India, How to Start a Business in Hospitality Industry, Hospitality Business Ideas, Hospitality Startup Ideas, Opportunities in Tourism and Hospitality Sector, Hotels & Hospitality Industry in India, Investment in Hotel Industry, Hotel Industry and Hospitality Business, Hotel project ideas, Projects on Small Scale Industries, Small scale industries projects ideas, Tourism and Hospitality Sector Based Small Scale Industries Projects
Cocola Food Company Ltd. is a growing private food company in Bangladesh that was established in 1975. The report provides details about Cocola, including its mission, history, products, factory, organizational structure, functional departments, and SWOT analysis. It also analyzes the production efficiency of various Cocola products over time, noting seasonal impacts and identifying reasons for production gaps. Overall, the report finds that Cocola is meeting consumer demand through a wide range of quality food products and playing an important role in the Bangladeshi economy.
This industrial visit report summarizes Priyam Tandon's visit to Amul industries as part of their Bachelor of Business Administration program. The report discusses the benefits of industry visits for students, including gaining real-world experience, making industry contacts, helping choose careers, and exposing students to different work cultures. It provides an overview of Amul, including its founding, products, organizational structure as a cooperative, and strategies. The report was submitted to fulfill course requirements and gain a certificate documenting the visit.
Comparative study on customer satisfaction in services provided by maruthi su...Projects Kart
Comparative Study on Customer Satisfaction in Services Provided by Maruthi Suzuki and Tata Motors. After-sales is the provision of services, support and spare parts after making an initial sale. This often occurs in the provision of complex machinery which requires regular maintenance such as motor vehicles. Customer service is the provision of service to customers before, during and after a purchase. The perception of success of such interactions is dependent on employees "who can adjust themselves to the personality of the guest". Customer service concerns the priority an organization assigns to customer service relative to components such as product innovation and pricing. Visit http://www.projectskart.com/p/contact-us.html for more information.
This document provides an overview of Mahindra Truck and Bus Division. Some key points:
- Mahindra Truck and Bus Division is part of the Mahindra Group, a large Indian conglomerate with operations across multiple industries.
- Mahindra & Mahindra was founded in 1945 and initially traded steel before beginning to manufacture Willys Jeeps in India in 1947.
- Mahindra Truck and Bus Division manufactures commercial vehicles for transportation and has around 900 employees. Its headquarters are in Mumbai, India.
- The company has a presence in India, Nepal, and Sri Lanka and manufactures trucks and buses under the Mahindra brand.
“FUTURE AND MARKETING OF A FIVE STAR HOTELSarigaAS
The hotel industry is an essential part of the tourism industry, providing accommodations for travelers and accounting for about 50% of foreign exchange earnings from tourism. Hotels can be categorized based on factors like location, amenities, number of rooms, type of clientele, and length of guest stays. The industry focuses largely on foreign tourists but is seeing growth in domestic tourism as well due to rising incomes in India.
This project report is an outcome of the genuine support of many well-wishers, friends and it is because of the co-operation that I received from various ends that this report has attained the shape that it deserves. I would like to extend my sincere thanks to all of them.
Business development summer internship project reportRahulkumar6266
This document is a summer training project report submitted by Rahul Kumar to fulfill the requirements for a Bachelor of Business Administration degree. The report focuses on Rahul Kumar's training in business development at Nivesh Global Pvt. Ltd. The report includes an introduction, research methodology, conceptual discussion, data analysis, findings and recommendations, conclusion, and bibliography sections. It also acknowledges those who helped and supported Rahul Kumar during the training project.
Training report AT THE VVF INDIA LTD . BADDI . HP Rajat Sharma
The document provides a training report submitted by Rajat Sharma, a student of MBA 3rd semester at Gautam Institute of Management and Technology, as a partial fulfillment of the degree requirements. The report covers Rajat Sharma's 45-day internship at VVF (Vegetable Vitamin Foods) India Ltd in Baddi, Himachal Pradesh. The report includes an introduction to the FMCG industry in India and the company VVF India Ltd, as well as a weekly progress report of Rajat Sharma's activities and learnings during the internship.
Lupin entered the US generic pharmaceutical market in 2003 and has since received over 75 FDA drug approvals, making it one of the fastest growing pharmaceutical companies in the US. It is vertically integrated across API development, manufacturing, and regulatory submission processes. Lupin focuses on generics but also engages in custom manufacturing for other companies.
This document is Divya Gupta's summer training project report submitted for her MBA program. It examines a comparison of customer satisfaction between Reliance Life Insurance and Life Insurance Corporation. The report contains sections on the genesis and profile of the organizations, their functional areas, organizational structure, products and services, achievements, comparative performance, and SWOT analysis. It also outlines the research methodology used, which included a sample design, data analysis and interpretation through diagrams and charts. The report provides recommendations to improve future customer satisfaction surveys.
The document provides background information on Mother Dairy, Kolkata where the author completed an internship. It includes:
1. An overview of the fast moving consumer goods industry and common characteristics of FMCG products.
2. Details about the objectives and time period of the internship at Mother Dairy, which was conducted from July to August 2011 to fulfill requirements for an MBA degree.
3. Acknowledgements and declaration by the author that the report was prepared independently during the internship.
This document provides an executive summary of a report on the distribution channel of Bhushan Power and Steel Ltd (BPSL). It discusses that BPSL is one of India's largest steel producers. It has manufacturing units in India and abroad and produces flat and long steel products. The report contains details about BPSL's distribution channel, types of intermediaries used, and its marketing and sales activities. It analyzes the steel industry trends in India and globally, provides a PEST analysis of the industry, and discusses BPSL's competitors and strengths/weaknesses. The objective is to study BPSL's distribution network and channels to help the company devise strategies to increase sales and market presence.
Thomas Cook refers to its key referral, recruitment, supplier, customer, internal, and influencer markets. Referral markets include blogs, customers, hotels, airlines, and American Express. Recruitment markets consist of colleges, job sites, competitors, and financial institutions. Supplier markets are made up of hotels, matrimony sites, airlines, and banks. Customer markets include additional hotels, airlines, restaurants, and corporate clients. Internal markets are the company's 21,813 employees and departments. Influencers are competitors such as American Express, Carlson Wagonlit Travel, and Emirates.
Thomas Cook (India) Ltd is a leading integrated travel and travel services company offering foreign exchange, corporate travel, leisure travel, insurance, visa and passport services, and e-business. The document discusses opportunities for career growth at Thomas Cook including training, support for developing new skills, competitive benefits like annual holidays, pension contributions, and medical insurance. Positions are offered in marketing, finance, and other areas at their office in Nagpur, India.
Thomas Cook started organizing leisure trips in 1841 in England and arranged the first trip abroad in 1845. This document provides details of a 6 night/7 day summer group tour package to locations in the Northeast United States like New York, Atlantic City, Washington D.C., Niagara Falls, and Philadelphia for $11,347 per person. The itinerary includes transportation, meals, sightseeing, and hotel accommodations at each destination on the guided tour.
Thomas Cook Merger and Acquisition Procurement Integration at Thomas Cook PLCJon Hansen
IBX Capgemini Executive Summit
Day 2 - October 8th, 2010
13:45 to 14:30 Merger and Acquisition: Procurement Integration at Thomas Cook AG
Overview:
In a prcenter.de article titled "CPO Dialog Procurement Excellence: Chief Buyer Exchange Globalization Strategies," Thomas Cook CPO Nikolaus Kirner made the following statement regarding the introduction of an eSourcing strategy as a "CHANGE" process; "If the coworkers do not pull-along, it can happen easily that the hoped for efficiency gains are missing." Kirner, went on to report, "how he transferred" the company's coworkers to an eSourcing integrated platform, maintaining a high level of motivation."
How important is effective internal collaboration in terms of motivating coworkers during an M&A integration? Just ask a candy company in the U.S. mid-west. As the manufacturer of a number of leading brands, this organization grew dramatically in a very short period of time through a series of acquisitions.
Unfortunately, the degree of collaboration between the different purchasing organizations was not clearly established from the beginning. This only served to fuel rather than douse the internal division fires resulting in both a practical and operational lack of cohesiveness and coordination. The end result was a “territorial” struggle that manifested itself in a divided supply base. This is hardly the ideal environment for a successful consolidation.
This document discusses corporate governance and corporate social responsibility activities at Thomas Cook India. It outlines the key factors influencing corporate governance, including ownership structure and board functioning. It also describes Thomas Cook's compliance with Clause 49 of SEBI guidelines on independent directors and audit committees. The document then discusses Thomas Cook's CSR strategies in areas like education, environment, and community engagement. It provides examples of Thomas Cook's CSR initiatives regarding issues like climate change, sustainable tourism, and protecting children.
Social Media Report - Online Travel Agencies (India) September - October 2016Unmetric
This report analyzes the performance of major online travel agencies on Facebook from September 1st to October 31st 2016. It finds that MakeMyTrip had the largest fan base while Yatra.com saw the highest fan growth. Cox & Kings India published the most posts while MakeMyTrip posts received the highest average engagement. Go Ibibo saw the most fan posts and received the most positive sentiment. Thomas Cook India responded to the highest percentage of fan posts. MakeMyTrip dominated across measures of share of voice including likes, comments, and shares.
The document provides a detailed study on Thomas Cook India, including:
- An overview of the company's history beginning in 1841 and its expansion across India and other countries.
- Details on the company's areas of business including international and domestic holidays, foreign exchange, flights, hotels, gifts cards, visa and insurance services.
- Information on the company's management structure and board of directors.
- Highlights of awards and recognition received by Thomas Cook India.
- Contact information for the company's head office, debenture trustee, and registrar and share transfer agent.
Internship project in club Mahindra Resorts virajpetDilan Lp
Club Mahindra is a vacation ownership company with 43 resorts across India. It was founded in 1996 and provides members vacation stays for 7 days per year over 25 years. Members can choose from different holiday seasons - purple (peak), red (school holidays), white (moderate traffic), or blue (low traffic). The company has nearly 100,000 members and aims to be among the top 5 global vacation ownership companies by 2019 through its flagship Club Mahindra Holidays service.
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April 2015 Edition of BEACON, A Monthly Newsletter by SIMCON.
Inside this issue:
About Us
Our Team
INDUSTRY ANALYSIS : Tourism and Hospitality Industry
COMPANY ANALYSIS : Thomas Cook India Ltd
BRAND ANALYSIS : Mercedes Benz
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Final Draft
1. Master of Business Administration
IIP PROPOSAL
Name of the Student : Jayaram G
E-mail : gjayaram@bus.alliance.edu.in Phone : 09900281829
Area of Specialization: Marketing
Faculty Guide : Dr. Maninder Sudhiir
E-mail : maninder.sudhiir@alliance.edu.in Phone : 080-3093-8264
Organization : Thomas Cook (India) Ltd
#70 Thomas Cook Building, Next To Deepam Silks,
M G Road, Bangalore - 560001
Project Title : Customer response towards Thomas Cook services
Industry Guide : Ms. Saraswathi Muniswamy
Designation : Service Delivery Head Phone : 080-6717-8835
E-mail : saraswathi.muniswamy@in.thomascook.com
Duration of Internship
Weeks : 9 Start Date : 27th April 2015 End Date : 28th June 2015
2. Study on
Customer response towards Thomas Cook services
Thomas Cook
Submitted by
Jayaram G
Registration No:
14010121268
Under the Guidance of Dr. Maninder Sudhiir
In partial fulfillment of the Course- Industry Internship Programme-IIP
in Semester II of the Master of Business Administration (Batch of 2013)
3. Masterof Business Administration
Industry Internship Programme (IIP)
Declaration
This is to declare that the Report titled “ Customer response towards Thomas Cook services” has
been made for the partial fulfillment of the Course: Industry Internship Programme (IIP) in Semester
II by me at Thomas Cook under the guidance of Dr. Maninder Sudhiir.
I confirm that this Report truly represents my work undertaken as a part of my Industry Internship
Programme (IIP). This work is not a replication of work done previously by any other person. I also
confirm that the contents of the report and the views contained therein have been discussed and
deliberated with the faculty guide.
Signature of the Student :
Name of the Student (in Capital Letters) : JAYARAM. G
Registration No : 14010121268
4. Master of Business Administration
Certificate
This is to certify that Mr. Jayaram G Regn. No. 14010121268 has completed the report titled
Customer response towards Thomas Cook services under my guidance for the partial fulfillment of
the Course: Industry Internship Programme (IIP) in Semester II of the Master of Business
Administration.
Signature of Faculty Guide :
Name of the Faculty Guide : Dr. Maninder Sudhiir
5. Chapter No Table of Contents Page No.
1. Executive Summary 6
2. Introduction
2.1. Industry Overview
2.1.1. Market Players in Indian Tourism
2.2. Company Overview
2.2.1. Mission
2.2.2. Group Vision and Value
2.2.3. Organisational Structure
2.2.4. Product and Service Profile
2.2.5. Porter’s five Force Model
2.2.6. SWOT Analysis
7
8
11
13
14
14
15
16
18
19
3. Project Profile
3.1. Objectives of the study
3.2. Methodology
3.3. Theory and Practice Matched
20
20
20
21
4. Observations & Analysis
4.1. Regression Analysis
22
34
5. Findings & Recommendations 36
6. Conclusion 37
7. Learning Outcome 37
8. Annexure
8.1. Questionnaire
38
38
9. References 41
6. 1. Executive Summary
The report is based on a quantitative research conducted to study and analyze the response of customers
who have travelled with Thomas Cook. The main objective of this research is to reveal the solutions
and tools which would be required and beneficial in the market expansion for the services provided by
Thomas Cook India Ltd. A questionnaire is prepared which has open ended and close ended questions
to understand what products and services are satisfying customers more and what are the big letdowns.
The research survey is based on the customers of GCP Jayanagar branch, Bangalore. The research is
intended to understand the amount of customer retention and the frequency of travel plan made by
customers. The survey aims to relate the services and product offerings of Thomas Cook to its
competitors which helps to understand how customers perceive different travel operators in Bangalore.
The questions are related to the major activities of Thomas Cook with its customers which includes
Leisure Travels, Foreign Exchange and Visa processing. The customers are more interested to avail the
services of Thomas Cook despite the fact that they are not satisfied at certain services. The research
proves that Thomas Cook can better its competirors in their offering of overall services but it is difficult
to satisfy in all its activities. It throws an insight into the flaws in synchronsation of all its activities
which comes as a package to the customers. Thomas Cook as a brand is well accepted by the customers
which can be considered as the driving factor behind the sales. The brand name has been rooted in the
minds of customers for its legacy of 130 years of service in India. The promotional itineraries and the
reachability all around the globe are the major reasons which makes the post tour experience more
successful. Thomas Cook India Ltd is able to justify the international reputation of its parent company
through its activites.
7. 2. INTRODUCTION
The main objective of this research is to understand the needs of the customer and the solutions which
would be beneficial in the market expansion of the services provided by Thomas Cook India Ltd.
The survey would help the Leisure Travels (Outbound) sales department to enhance its market share
by providing better services to the existing customers and attract prospective customers.
The research was conducted in company itself by sending survey questions to the e-mail of existing
customers. The customer details are collected from the database of GCP Jayanagar branch,
Bangalore. A sample size of 62 customers within the sample frame of GCP Jayanagar office were
contacted during the period of the research to learn about the reaction of customers towards various
services offered by Thomas Cook India Pvt Ltd.
The sample size is determined on the basis of the customers who have travelled with Thomas Cook
in the past. It was intended at around 100 customers and around 62 have responded so far. It is able
to understand that the Thomas Cook officials are not able to satisfy the customers with appropriate
response to their queries in the initial stages.
Research also proved that Thomas cook India ltd has an edge over the its competitors as the
customers feel that Thomas Cook is considerably better in providing overall service mostly due
to the differential products added to the strong advertising.
8. 2.1. Industry Overview
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 the potential
to stimulate other sectors in the economy. In the global scenario, Travel and Tourism industry is a
leader in some countries and one of the fastest-growing industries in many countries. It is expected to
generate around 9.8% of world GDP and 9.09% of total employment in 2014. Its growth rate of 3.6%
is faster than the wider economy and many of the leading sectors in 2014. It is supporting around 277
million people in employment which is more than 1 in 11 jobs. While the industry faces new challenges
every year, the sector is forecasted to grow at a sustainable annual rate of 3.8% for the next ten years.
Globally, Tourism industry is experiencing growth every year. International tourist arrivals are
expected to touch 1.8 billion by 2030. Europe is recieving maximum tourist arrivals. The below statistic
shows the direct and total economic impact of travel and tourism on the global economy from 2006 to
2014. The direct economic contribution of travel and tourism amounted to approximately 2.36 trillion
U.S. dollars in 2014. The direct contribution includes transportation, accomodation, entertainment and
attractions.
9. The Indian travel and tourism industry is likely to shoot up in growth this year on the back of new visa
reforms. It is poised to grow at 7.5% in 2015, exceeding the 6.9% growth that the global forum has
predicted for the South Asian regions. It is expected to generate around 37.4 million jobs which are
almost 9% of total employment in the Indian economy by the end of 2015. But the overall contribution
of 6.7% of GDP in 2014 is still relatively low against a global average of 9.8%. India ranks 42nd in the
United Nations World Tourism Organization rankings for foreign tourist arrivals. Security and safety
of tourists remain the major concerns. India has a diverse portfolio of niche tourism products – cruises,
adventure, medical, wellness, sports, MICE, eco-tourism, film, rural and religious tourism. Government
strategy is required to offset the damaging impact on the country’s international reputation, from the
negative perceptions of the treatment of women and women travelers in the country.
The below statistic shows the total contribution of travel and tourism to GDP in India from 2008 to
2025, by segment. The direct contribution of travel and tourism to Indian GDP was forecasted to rise
to approximately 85.6 billion U.S. dollars in 2025.
10. The statistic below depicts the number of foreign tourist arrivals in India from 2000 to 2013. In 2013,
the number of foreign tourist arrivals in India was 6.97 million.
Tourism is the third largest foreign exchange earner for the country with contribution of 6.7% to GDP
in 2014. The statistics below shows the foreign exchange earnings from tourism and the contribution
of domestic and international tourists to Indian tourism. The total foreign exchange earnings from
tourism grew to US$ 18.1 billion in 2013. The domestic travellers are expected to contribute around
84.7% to total tourism revenues by 2024.
11. 2.1.1. Market Players in Indian Tourism
Major market players in Indian tourism industry are Thomas Cook, Cox & Kings, SOTC and various
online travel operators which include Cleartrip.com, Yatra.com and MakeMyTrip.com as the popular
names. These 3 online tour operators hold more than 90% of the total market share in the OTA (Open
Travel Alliance) market. They have started dominating the tourism market in India slowly.
Thomas Cook (India) Ltd (TCIL) is the leading integrated travel and
travel related financial services company in the country offering a
broad spectrum of services that include foreign exchange, corporate
travel, MICE, leisure travel, insurance, visa and passport services and
e-business. The company set up its first office in India in 1881. TCIL’s
footprint currently extends to over 234 locations (including 23 airport counters) in 96 cities across
India, Mauritius & Sri Lanka and is supported by a strong partner network of 110 Gold Circle Partners
and 112 Preferred Sales Agents in over 134 cities across India.
12. Cox & Kings (C&K) is the longest established travel company in the
world. Its distinguished history began in 1758 when it was appointed
as general agents to the regiment of Foot Guards in India under the
command of Lord Ligonier. In 1947, the British administration
departed, but bound by strong ties to India, C&K stayed on and
flourished. Today, C&K is a premium brand in all travel related services in the Indian subcontinent,
employing over 5,000 trained professionals. Its India operations are headquartered in Mumbai and has
the status of a limited company. It has over 12 fully owned offices in India across key cities such as
New Delhi, Chennai, Bangalore, Kolkata, Ahmedabad, Kochi, Hyderabad, Pune, Goa, Nagpur and
Jaipur.
SOTC, India’s leading outbound tour operator, was acquired by Kuoni
Travels – one of the world’s leading premium tour operators – in 1996.
SOTC is a leader in several travel segments, namely escorted tours, free individual travel and domestic
holidays, among others. SOTC Corporate Tours is also a leader in incentive, trade fair tours and sports.
The Indian government has realised the country’s potential in the tourism industry and has taken several
steps to make India a global tourism hub. Some of the major initiatives taken by the Government of
India to give a boost to the tourism and hospitality sector of India. “Make In India” is one such
campaign that has attracted many foreign investors understanding the hugegrowth potential of Indian
tourism. Some of the foreign investors are:
The Four Seasons Group (Canada)
Starwood Hotels (USA)
Marriott Hotels (USA)
Expedia (USA)
Premier Travel Inn (UK)
Accor (France)
Mandarin Oriental (Hong Kong)
Jumeirah (UAE)
13. 2.2. Company Overview
Thomas Cook has widely been acclaimed as the founder of world tourism, and in addition to the world‘s
first package tour in 1841, Thomas Cook introduced a number of customer empowering innovations
that we take for granted today: pre-paid hotel coupons (in 1868), holiday brochures (in 1858) and
travelers cheque (in1874). The world got around and by the early 1900s, the who's who of the era -
kings, politicians, bishops and professors patronized Thomas Cook's travel itinerary.
Since establishment, Thomas Cook has been a well-known name in the travel industry. The group's
strategy has been to enhance the mainstream of the business. Thomas Cook operates in six geographic
segments in 21 countries with 22.5 million customers. The customers are spoilt with choice of pre-
designed travel packages or altering packages as per their requirement. Furthermore, the company also
acts as an intermediary between the suppliers and the agents to provide the ability to design
holidays/travel for their customers. The main focus of their business is the Customer and they believe
in delivering more than what is expected from them. In order to live up to this objective the company
engages in hiring expert personnel.
Thomas Cook, being a market leader in travel and tourism service industry, has been chosen for the
discussion owing to the huge customer base it possesses. It is vital for the company to keep its
customers satisfied for the purpose of customer retention and customer acquisition. With the increase
in consumer spending power and rapid burgeoning of new travel agencies in the market, Thomas Cook
faces fierce competition in the market. In order to encounter this successfully, it is imperative for the
company to be cognizant of the level of satisfaction of its existing customers, the nature of their
dissatisfaction (if any) and the areas of improvement.
14. 2.2.1. MISSION
To be the best Travel Company in the world to Travel with, work for, and invest in.
2.2.2. GROUP VISION AND VALUE
Working to a consistent vision and an agreed set of values helps a company to set itself apart from its
peers. Since 2003, Thomas Cook UK has been living the PROUD values and in 2007 we decided to
roll these out to the whole newly merged Thomas Cook Group. Together with our vision, „We go
further to make dreams come true, ‟ the PROUD values ensure that all employees across the Group
are united in their approach to delivering the very best service to our customers.
The PROUD values are:
Pioneering our future: We inspire energy and enthusiasm. We seek constantly to be creative
and innovative and challenge constructively the status quo. We thrive in an ever-changing and
dynamic world.
Results orientated: We take responsibility for achieving results. We are reliable and always
deliver what we promise. We are committed and determined to challenge and overcome barriers
and solve problems. We always work to improve our own and others' performance and
capabilities.
Obsessed with customer service: We deliver the best-possible experience for our customers
at all times. We listen and respond to their personal needs.
United as one team: We support and respect each other and work openly and collaboratively
with our colleagues as a single, worldwide team. We trust each other and always demonstrate
integrity and honesty.
Driving robust decisions: We strive for quality, speed and clarity of decisions. We
learn from the past. We ensure our decisions are based on facts and are fair.
15. 2.2.3. ORGANISATIONAL STRUCTURE
There is a hierarchical structure of the people in the company. Various departments are formed for the
execution of tasks. All the decisions and policies are approved and directed by the Board of Directors,
and Senior Level Management which are later on formulated throughout India. The various
departments are like:
Financial Services
Leisure Travel
E-Business
Foreign Exchange
Visa and Passport Department
Operations
Finance
Human Resource
Marketing Thomas Cook has devised various internal policies for administering and controlling the
information being dispersed through the organizational hierarchy. These include the Information
Systems Security Policy, Policy on Prevention of Insider Trading and Anti Money Laundering
Policy. Moreover, the Company has formulated a Policy on Ethics and Integrity, which is binding on
all the employees of the Company.
16. 2.2.4. PRODUCT & SERVICE PROFILE
Thomas Cook India Ltd with 132 years of operational experience offers absolutely every possible
services related to travel and tourism accross the globe. Following are the services offered by Thomas
Cook India Ltd.
Leisure Travel: Leisure Travel forms a dominant share of overall travel businesses of our
company. We manage the travel budgets of several large National and Multi-National
Companies. Our large scale of Operations enables us to effectively manage travel budgets of
several multi-national companies, blue chip companies and multi-national banks to their
advantage. Our company provides integrated travel management/advisory services to more
than 300 Corporates. Our company provides customers a complete basket of products for all
their travel needs.
Air Reservation
Hotel Reservation
Land Arrangements which includes site-seeing, car-rental, transfers, etc.
Passport and VISA Services
Conference and Incentive Tour Arrangements
Foreign Exchange
Travel Insurance
MICE (Meetings, Incentives, Conferences & Events): One Stop Shop for all the travel
needs i.e. air tickets, accommodation, event management, forex, visas, travel insurance etc.
Hands on approach of senior management, including travelling along with the group
Dedicated team in each hub providing specialized services Most experienced and cooperative
Tour Managers in the industry Operations geared up to handle large groups. Thomas Cook
have successfully handled several groups of over 300 in the year 2008 A specialized quality
control department that would ensure smooth delivery of services at every stage.
17. VISA and Passport: Thomas Cook provides assistance to various customers for getting Visa
and Passport which are
Online applications
Consultations on required documents
Obtaining appointments for submission
Consultation on correct documents
Attestation, Authentication
Immigration assistance
Attestation
PIO / OCI
Translation of Documents
FRRO
Foreign Exchange: Thomas Cook provides Safe & secures transactions and is Convenient of
ordering from comfort of home with Free Home Delivery with wide range of currencies and
prepaid cards having Branch presence across India.
Travel Insurance: Thomas Cook in association with Bajaj Allianz, Tata AIG and ICICI
Lombard presents Travel Insurance policies that covers personal accident, medical expenses
and repatriation, loss/delay of checked baggage, loss of passport, curtailment/ Cancellation and
much more. We also provide specially designed Insurance policy for senior citizens.
Cruises: SuperStar Virgo offers so much more than first class dining and entertainment - it
takes to places where the sun, sea, people and culture blend colorfully well. Every deck onboard
SuperStar Virgo teems with endless fun, entertainment and activities. It cruises to the most
exotic parts of Asia on this floating five-star resort, its more than 25 outlets of food and
beverage, entertainment and recreation outlets will impress the customers. In fact, it is the only
cruise ship in the world that has an authentic Indian restaurant on board that is certified 'halal'!
18. 2.2.5. Porter’s five Force Model
Threat of New Entry
Government regulation of direct FDI restricts entry of new travel operators. The itineraries and
packages can be implemented without much knowledge. This makes it relatievely easier for new
players to enter industry but cannot challenge the existing players in a premium level without much
investment.
Competitive Rivalry
Rivalry in Travel industry is intense. The reasons can be because of comparatively low differentiation
in products and services. Moreover the switching cost is too low and the products are non perishable.
Hence the market growth is equally good for all competitors.
Buyer Power
Switching costs for buyers are also low. Customization of products gives reasonable buying power.
Brand loyalty is a criteria for premium products and better service quality.
Threat of Substitution
Possible substitutes are more but the threat is comparatively low. It is generally due to the priorities of
household spending which is dominating the brand loyalty. But in case of a premium experience, brand
loyalty is a criteria for high quality service.
Supplier Power
Cost switching for suppliers are not significant. Travel operators cannot easily buyout the supplier
products like airlines, rentals and hotels. At the same time, suppliers cannot sell packages and
itineraries of travel operators.
19. 2.2.6. SWOT Analysis
Strengths
Thomas Cook has been India’s top travel solution company for years which has helped them to build
a strong distribution network and operating performance over years. By the years, it has created a
brand reputation in the minds of customers through substantial advertising and aggressive marketing
tactics. Along with that the parent company before 2011 has been doing successful business around
the globe satisfying millions of customers. Fairbridge has taken over its Indian operations but has
least affected its operational activities in India due to the brand image it has held for years. Most
importantly, the product itineraries and packages are broader which offers customers variety of
services to seek from. The core activities of Thomas Cook is so large that complementary benefits
are provided to the customers seeking a service which include the foreign exchange currencies, hotel
reservations, air ticket booking, passport documentation etc.
Weakness
Since after Fairbridge has taken over its parent company after 2011, there is a limited financial leverage
flowing towards Thomas Cook India Ltd. The company is providing no refund for the unutilized
services which is mainly in the case of a bundled service. Most of the customers prefer a bundled
service while planning a vacation. Due to its brand name, the foreign exchange and Leisure travels
prove to be costly while comparing with smaller market players. Since profit can be acquired through
International packages, Leisure Travels Outbound is given more focus than the domestic services
which includes Visa processing, Passport documentation and regional tours.
Opportunity
There is a larger scope of business expansion as the sales are increasing in every existing branches.
They are expanding themselves to meet the demands of people in regional areas. The tourism industry
is rapidly growing due to many promotional activities from the part of government. Tie up with ICICI
Lombard for Travel insurance business can improve its existing business by gaining more customers
seeking bundled services.
Threats
There is a dip in consumer spending in India on travel and tourism compared with global consumers
during 2014. Low cost travel agents can gain business over regional packages which can reduce their
market share in their regional activities. A better strategy from its competitors like Cox & Kings and
SOTC can be a threat to Thomas Cook India Ltd. The foreign exchange service rate is larger compared
to other banking institutions.
20. 3. Project Profile
3.1.1. Objectives of the study
By doing the survey, it is expected to get fruitful information regarding the customer perception towards
the service of a travel operator. By involving firmly with the customers, much things can be learnt
about the customer expectation towards a particular service. It can help to understand where the
company has failed in delivering a service properly or how a customer can be satisfied by exceeding
his expectations thereby creating a rapport with the customers. The survey helps to retain existing
customers for Thomas Cook by making improvements in their service level. It is expected that the
results generated from their responses gives credibility to the conducted survey.
3.1.2. Methodology
The customer database from GCP Jayanagar is the sampling frame from which atleast 62 customers
are selected as sample size. More the sample size, a general opinion can be generated adding to the
credibility. This is a descriptive research design where the characteristics of the selected sample size is
unknown. The participitants are assessed individually without influencing them externally to know
their preferences. Simple random sampling technique is used here as the basic intention is to understand
the reaction and attitude of the customers towards the various services of Thomas Cook. It is a
quantitative survey where the questionnaires are send to the email of the selected samples. The
following questionnaire has been designed to identify satisfaction level with its current service level.
The main focus is to understand the areas of dissatisfaction and those requiring improvement. While
designing a questionnaire, the closed questions are generally easy and time saving for the customers
while open questions can gather a detailed response from them.
For a sample size of 62, the analysis that would be done is regression where the dependent variable is
Consumers prefering to travel through Thomas Cook and the independent variables are the Tour
Experience, Support services, value for money, foreign exchange, VISA processing, Payment
Collection and Customer service.
21. 3.1.3. Theory and Practice Matched
Theoretically, conducting survey is a good option for Thomas Cook as it allows data collection from a
large number of respondents relatively cheaply, quickly and efficiently. Surveys are conducted to
understand their views and attitudes towards the services offered to them. The questions are designed
from the perspective of a customer which should be easily understandable and answerable but at the
same time must cover the important aspects that the company wants to know from the customer.
Furthermore, the responses of the survey can be easily quantified and analyzed to get the desired
output. A large sample size helps to yield a general opinion and hence the credibility is even higher.
Most importantly, various statistical analysis can be employed to get different perspective of how
efficiently the organization is working. All these things can be applied practically to a brand which is
well conceived by the customers. A company with such a strong customer base can conduct any kind
of survey fo3.1r anything the company is looking at and results can be yielded with precise accuracy.
It is practicable to design a questionnaire to understand their attitude and satisfaction level towards the
services offered to them by Thomas Cook. All the customers have travelled earlier with Thomas Cook
and they have a reaction towards the services they have received. Hence selecting a sample size or a
sample frame or a sampling strategy is know from the theoretical knowledge. Finally any kind of
statistical analysis that can be applied theoretically and practically to generate the results. Analyzing
these results will help Thomas Cook to understand where they stand in the market as of now and in
what direction they must focus to improve sales.
22. 4. Observation and Analysis
Out of the 62 customers responded to survey, 80.65% are males. Only 19.35% females responded to
the survey for evaluation of the services from Thomas Cook.
Most of the customers responded to the survey are in the age group of 56-65 years which comes around
31%. 26% of the customers are in the age group of 46-55 years while the respondends in the age group
of 25-35 years, 36-45 years and over 65 years contributes 14%, 16% and 13% respectively.
14%
16%
26%
31%
13%
What is your age?
25-35 years
36-45 years
46-55 years
56-65 years
Over 65 years
23. Most of the customers of Thomas Cook fall in the annual income group of 10-25 lakshs which is around
63% while 31% customers are in the annual income group of below 10 lakhs. 6% of the respondents
have an annual income between 26-45 lakhs.
35% of respondents who have travelled with Thomas Cook are full time employed while 31% of
customers seem to be either businessman or retired. 3% housemakers also responded to the survey to
rate the services.
63%
6%
31%
What is your family annual income?
10 – 25 lakh
26 – 45 lakh
Below 10 lakh
31%
35%
3%
31%
What is your current working status?
Businessman
Employed
Housemaker
Retired
24. Most of the respondents are interested to travel once in a year which is around 71% while 26%
customers use to travel twice in a year. 3% customers are frequent travellers.
Respondents around 53% are interested to travel during the summer holidays which falls during April
to September while 47% comes up with either winter holidays or summer holidays.
3%
71%
26%
How often do you travel in a year?
More frequently
Once in a year
Twice in a year
47%
53%
During which period you wish to undertake
a tour?
Both
Summer Holidays
(April to September)
25. Around 50% of the customers always consider the service of a tour operator while 40% of teh customers
prefer tour operators once in a while and 10% rarely consider the tour operators.
69% of customers have considered other tour operators other than Thomas Cook while 31% of
customers have approached only Thomas Cook for vacation plans.
50%
40%
10%
How often do you consider the service of a
tour operator when making vacation plans?
Always
Once in a while
Rarely
31%
69%
Have you considered any other Tour
operators for your travel plans before
coming to Thomas Cook?
No
Yes
26. 48% of customers are satisfied with the Pre tour experience with Thomas Cook. 13% are extremely
satified or dissatisfied with the experience. 10 % are extremely dissatisfied while 16% have a neutral
opinion.
60% of the customers are satisfied and 29% are extremely satisfied with the On Tour experience. A
very few 5% are extremely dissatisfied and 6% carry neutral opinion regarding the On tour experience.
13%
10%
13%
16%
48%
How satisfied you are with Thomas Cook in
terms of Pre Tour experience?
Dissatisfied
Extremely Dissatisfied
Extremely Satisfied
Neutral
Satisfied
5%
29%
6%
60%
How satisfied you are with Thomas Cook in
terms of On Tour experience?
Extremely Dissatisfied
Extremely Satisfied
Neutral
Satisfied
27. 42% are satisfied and 26% are extremely satisfied with Post tour experience. 22% of people carry
neutral opinion and just 5% are extremely dissatisfied with the Post tour experience.
48% of the customers believe that Thomas Cook succeded in delivering the promises made to them
while 27% believe that Thoams Cook have exceeded their expectations. 8% are dissatisfied while 10%
carry a neutral opinion.
5%
5%
26%
22%
42%
How satisfied you are with Thomas Cook
in terms of Support Services?
Dissatisfied
Extremely Dissatisfied
Extremely Satisfied
Neutral
Satisfied
7%
8%
27%
10%
48%
Did you get what was promised to you?
Dissatisfied
Extremely Dissatisfied
Extremely Satisfied
Neutral
Satisfied
28. 56% are satisfied and 18% are extremely satisfied with Thomas Cook in terms of Value for money
while 15% believe that Thomas Cook is not providing value for money services.
48% are satisfied and 27% are extremely satisfied with overall experience in Thomas Cook while 15%
are extremely disatisfied with the experience.
15%
5%
18%
6%
56%
How satisfied you are with Thomas Cook in
terms of Value for money?
Dissatisfied
Extremely Dissatisfied
Extremely Satisfied
Neutral
Satisfied
15%
27%
10%
48%
How satisfied you are with Thomas Cook
in terms of Overall Experience?
Extremely
Dissatisfied
Extremely Satisfied
Neutral
Satisfied
29. 82% says that Foreign exchange services are excellent in Thomas Cook while 14% believe that they
are moderate.
Visa processing is good according to 58% of customers while 20% believe they are excellent. 14%
believe that the visa pocessing department is performing badly.
4%
82%
14%
How do you rate Foreign Exchange
service of Thomas Cook based on your
experience?
Excellent
Good
Moderate
14%
20%
58%
4% 4%
Rate the Visa Processing service of
Thomas Cook based on your experience
Bad
Excellent
Good
Moderate
Poor
30. The itineraries of Thomas Cook are excellent according to 31% customers and good fro 44% customers.
12% say they have a poor product category.
47% of customers believe that Thomas Cook employees has a good understanding of their travel
requirements while 24% say excellent. 11% believe they have a poor understanding.
12%
31%
44%
10%
3%
How do you rate the Product
category/Itinerary service of Thomas Cook
based on your experience?
Bad
Excellent
Good
Moderate
Poor
11%
24%
47%
15%
3%
Understanding your travel requirements
Bad
Excellent
Good
Moderate
Poor
31. Payment collections are good for 61% and excellent for 18% of customers while 5% believe that the
payment collection methods are poor.
The customer service of Thomas Cook are excellent for 29% and good for 31% of customers. 24% say
customer service is very poor.
18%
61%
16%
5%
How do you rate the Payment Collections
service of Thomas Cook based on your
experience?
Excellent
Good
Moderate
Poor
24%
29%
31%
11%
5%
How do you rate the Customer Service of
Thomas Cook based on your experience?
Bad
Excellent
Good
Moderate
Poor
32. 60% of customers want to travel with Thomas Cook again in the future while 19% customers never
want to travel with Thomas Cook.
44% are likely and 31% are very likely to recommend Thomas Cook to others. 14% are very unlikely
to recommend Thomas Cook.
21%
19%60%
Would you prefer to travel through Thomas
Cook again in future?
May be
No
Yes
44%
6%
5%
31%
14%
Based on your experience, how likely
would you recommend Thomas Cook to
your family/friends?
Likely
Not sure
Unlikely
Very Likely
Very Unlikely
33. 4.1. Regression Analysis
Variables Entered/Removed
Model Variables Entered
Variables
Removed Method
1 Customer Service, Foreign Exchange, On Tour experience, Visa
Processing, Payment Collections, Value for money, Pre Tour
experience, Understanding your travel requirements, Support
Services, Post Tour experience, Overall Experience, Product
category/Itinerary, Getting what was promised to you
. Enter
a. All requested variables entered.
Model Summary
Model R R Square
Adjusted R
Square
Std. Error of the
Estimate
1 .924a
.853 .797 .364
a. Predictors: (Constant), Customer Service, Foreign Exchange, On
Tour experience, Visa Processing, Payment Collections, Value for
money, Pre Tour experience, Understanding your travel requirements,
Support Services, Post Tour experience, Overall Experience, Product
category/Itinerary, Getting what was promised to you
ANOVAb
Model Sum of Squares Df Mean Square F Sig.
1 Regression 26.173 13 2.013 15.235 .000a
Residual 4.493 34 .132
Total 30.667 47
a. Predictors: (Constant), Customer Service, Foreign Exchange, On Tour experience, Visa
Processing, Payment Collections, Value for money, Pre Tour experience, Understanding your
travel requirements, Support Services, Post Tour experience, Overall Experience, Product
category/Itinerary, Getting what was promised to you
b. Dependent Variable: Preference to travel through Thomas Cook
34. Model
Unstandardized
Coefficients
Standardized
Coefficients
t Sig.B Std. Error Beta
1 (Constant) .126 .304 .414 .681
Pre Tour experience .475 .144 .632 3.294 .002
On Tour experience -.005 .177 -.005 -.030 .976
Post Tour experience -.188 .218 -.189 -.865 .393
Support Services -.151 .190 -.171 -.797 .431
Getting what was promised to
you
.061 .232 .085 .264 .794
Value for money .246 .155 .301 1.588 .122
Overall Experience .081 .172 .126 .473 .639
Foreign Exchange -.222 .186 -.117 -1.198 .239
Visa Processing -.020 .115 -.025 -.171 .865
Product category/Itinerary -.170 .224 -.215 -.759 .453
Understanding your travel
requirements
.203 .199 .242 1.022 .314
Payment Collections .130 .158 .124 .823 .416
Customer Service .086 .095 .127 .904 .373
a. Dependent Variable: Preference to travel through Thomas Cook
35. 5. Findings and Recommendations
As per the regression analysis done, the independent variables have 79.7% effect on the
dependent variable considered. As per the survey result, it can be understood that GCP Jayanagar
branch of Thomas Cook is doing a stupendous work in retaining customers and services offered. The
company is able to generate many repeat customers and able to provide a satisfactory service to almost
80% of the customers. The services offered are compared by the customers to its competitors favoring
Thomas Cook. The sales generated during the period of April- September is comparatively higher than
the rest of the year. The customers are finding it extremely difficult to cope up with the pre tour
experience. The customers have rated the code of conduct of its employees satisfactory which is helping
Thomas Cook to acquire more customers.
The company needs to improve its services during pre-tour. The customer finds it extremely
difficult to tolerate the response from Thomas Cook during this period. The company needs to fasten
the processing time of visa, passport and other documents. The company has an edge over its
competitors in terms of the differentiated itineraries and products. Most of the customers feel it
comfortable with Thomas Cook. The brand image has an impact on the customer expectation and the
current advertising strategies is more enough to attract new customers as well as retain the existing
customers. Sales can be expected to grow if the pre tour inconveniences are sorted out.
36. 6. Conclusion
Thomas Cook is one of the most trusted brands when it comes to Travel and Tourism industry. It has
been phenomenal for the past few years when it comes to reliability and comfort. The Leisure Travels
is one of the major areas of Thomas Cook which has managed to attract maximum amount of customers
to the company. It is their major source of revenue for Thomas Cook. The activities of Leisure Travels
starts from generating customers to processing of various documents through the concerned consulates
till the travel plan of customer is completed. The foreign exchange and generation of visa are additional
supports provided to the customers as their travel requirement. These are the service experience gained
during the summer internship with Thomas Cook.
7. Learning Outcome
The survey results can be used by the company to determine the factors that affect their sales favorably
and unfavorably. They can relate their sales to the response of the customers. The company can analyze
the survey result to understand how customer perceive their services. The survey can be used by the
company in the future to analyze their sales and customer retention. The company can use the survey
to generate results for a prolonged period of time to estimate customer retention and the actual growth
of company in the market. These feedback can help the company to offer new products as per the
recommendations of the customers.
Thomas Cook is one of the most trusted brands when it comes to Travel and Tourism industry. It has
been phenomenal for the past few years when it comes to reliability and comfort. The Leisure Travels
is one of the major areas of Thomas Cook which has managed to attract maximum amount of customers
to the company. It is their major source of revenue for Thomas Cook. The activities of Leisure Travels
starts from generating customers to processing of various documents through the concerned consulates
till the travel plan of customer is completed. The foreign exchange and generation of visa are additional
supports provided to the customers as their travel requirement. These are the service experience gained
during the summer internship with Thomas Cook.
37. 8. ANNEXURE
8.1. Questionaire
Title Full Name Email ID Mobile No. Age
1) What is your current working status?
О Employed
О Businessman
О Retired
2) What is your family income/annum?
O Below 10
lakh O 10 – 25
lakh O 26 – 45
lakh O 46 – 60
lakh
O Above 60 lakh
3) How often do you travel in a year?
О Once in a year
О Twice in a year
О Thrice in a year
О More frequently
4) During which period you wish to undertake a tour?
O Summer Holidays (April to September)
O Winter Holidays (October to March)
O Both
5) How often do you consider the service of a tour operator when making vacation plans?
O Always
O Once in a while
O Very Rarely
O Never
6) What kinds of tour services you prefer from tour operators? Please tick mark the
options you choose.
GIT – Group Tours (All Inclusive)
Customized and Guided Tour
Flight Bookings
Hotel Reservation
38. 7) Is it the first time you have travelled through Thomas Cook? (If your answer is No, Please
specify how many times you have travelled through Thomas Cook over the past 24 months in
the Text Box.) O Yes
O No
8) How do you know about Thomas Cook? Please tick mark the options you choose.
Online Ad
Television Ad
Newspaper Ad
Friends or Family
Direct mail/Newsletter
9) Was it easy for you to reach Thomas Cook? (If your answer is No, Please specify why in the
Text
Box.)
O Yes
O No
10) Were the officials helpful and respond to you in time when you tried to reach Thomas Cook?
(If your answer is No, Please specify why in the Text Box.)
O Yes
O No
11) Have you considered any other Tour operators for your travel plans before coming to Thomas
Cook?
O Yes
O No
12) Do you think Thomas Cook is any one of the following when compared with other tour
operators that you may/may not have considered? Please tick mark the options you
choose.
O Economical
O Comfortable
O Instant Response and Service
O Variety in Itineraries and Product categories
O Other(Please Specify)
39. 39
13) How satisfied you are with Thomas Cook in terms of the below aspects?
Extremely
Satisfied
Satisfied Neutral Dissatisfie
d
Extremely
Dissatisfie
dPre Tour experience
On Tour experience
Post Tour experience
Support Services
Did you get what was promised to
you
Value for money
Overall Experience
14) How do you rate the following services of Thomas Cook based on your experience?
Excellent Good Moderate Bad Poor
Foreign Exchange
Visa Processing
Product category/Itinerary
Understanding your travel
requirements
Payment Collections
Customer Service
15) Would you prefer to travel through Thomas Cook again in future?
O Yes
O May Be
O No
16) Based on your experience, how likely would you recommend Thomas Cook to your
family/friends?
O Very Likely
O Likely
O Not sure
O Unlikely
O Very Unlikely
17) Kindly give a honest feedback about the overall service experience with Thomas
Cook? Do you find any areas for improvement?