Presentation on Travel and Tourism Industry with emphasis on MakeMyTrip Business Model. Infographics are used collate multiple data from the industry

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Tourism
& Hospitality
IndustryS E R V I C E S M A R K E T I N G | A S S I G N M E N T 1
By Bharat Bhushan
Symbiosis Institute of Management Studies, Symbiosis International University

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Industry
INTRODUCTION
Let’s Pack Our Bags for a Ride.!

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India was ranked seventh in the world in terms of travel &
tourism’s total contribution to GDP in 2017

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MARKET SIZE & COMPOSITION
406$bn
Travel And Tourism’s Total
Contribution To
GDP
A
94.6%
Foreign Visitor
Spending
(2017)
B
5.4%
Domestic Visitor
Spending
(2017)
C
94.5%
Business
Spending
(2028|E)
67.77 72.74 79.56 87.17 91.27 98.17
174.22
187.18
204.01
223.2
234.03
251.64
2013 2014 2015 2016 2017 2018E

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Government
Initiatives
T h e I n d i a n g o v e r n m e n t h a s r e a l i z e d t h e
c o u n t r y ’ s p o t e n t i a l i n t h e t o u r i s m
i n d u s t r y a n d h a s t a k e n s e v e r a l s t e p s t o
m a k e I n d i a a g l o b a l t o u r i s m h u b .
Some of the major initiatives planned by the Government of
India to give a boost to the tourism and hospitality sector of
India are as follows:
 The Government of India is working to achieve 1 % share
in world's international tourist arrivals by Under 2020 and
2 % share by 2025.
 Budget 2018-19, the government has allotted Rs 1,250
crore (US$ 183.89 million) for Integrated
development of tourist circuits under Swadesh Darshan
and Pilgrimage Rejuvenation and Spiritual
Augmentation Drive (PRASAD).

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“ M M T h a s n o “ I ” s , t h e r e a r e o n l y “ W e ” s . W e d r i v e
s u c c e s s . ”
— M o h i t G u p t a , C h i e f b u s i n e s s a n d M a r k e t i n g o f f i c e r

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India's leading online travel company Turnover of US$ 137 million in FY18
2000
Started operations as an online
portal focused on the US-India
travel market
2005
Started operations in India.
Raised first major round of
funding of US$ 10 million from
SAIF partners
.
2008
Introduced domestic holiday
packages for Indian travelers
and hotel searches
.
2009
Introduced domestic holiday
packages for Indian travelers
and hotel searches
2010
IPO of US$ 100 million
on NASDAQ
2nd
Bagged second
position in ‘Great
Places to Work’
survey
2016
announced the merger with
Goibibo, one of the biggest rivalry
in the online travel space
2017
It consolidated with
Goibibo. The consolidation
was considered as the
biggest consolidation in the
travel space

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PLACE PRODUCT
PRICE
PROCESS
PROMOTIONS
PHYSICAL
EVIDENCE
PEOPLE

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Customer Database Gap
• Customer DB, is not utilized properly to
offer loyal customers extra value
Responsiveness Gap
• Response Rate after sales, shows
decline in customer satisfaction
Expenditure Gap
• More Spending on Promotions, as
compared to service offering
Infrastructure Gap
• Infrastructure growth rate is lagging as
compared to requirements of tourists
Assurance Gap
• Charges on basic travel assurance, at
the time of checkout, leading to last
minute fall in sales.
Process Gap
• Mismatch between multiple bookings
and International Regulations
Reliability Gap
• Technology dependence is reducing the
people reliability quotient
Technology Gap
• Features demanded by customers, are
limited to premium customers
GAP
Analysis

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SOCIAL COMPARISON LIKES COMPARISON

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THANK
YOU.!
BHARAT BHUSHAN
A-19 | 18020441079
bharat.bhushan2020@sims.edu