SHIVAJI UNIVERSITY, KOLHAPUR. BBAIII

SHIVAJI UNIVERSITY, KOLHAPUR. BBAIII

CHAPTER 1INTRODUCTION OF THE STUDY 1.1 INTRODUCTION Everyone is in the limited some qualities to survive in the world. It is the same in case of goods & services. The ultimate success of all the economic activities primarily depends on the producer. How to journey of need to want, want to demand, demand to action, action to satisfaction/dissatisfaction and how they attain goals and substitute goals respectively, is what the revolutionary criteria for furnishing demand of the market kingdom. This is ruled by the consumer being the king.Travel agencies plays a very important role in the tourism industry. Constantly changing schedules and time required to analyze and choose vacation packages, make travel planning difficult and time consuming consequently, travelers often turn to travel agent for assistance in making the best travel arrangement. Travel agencies perform a variety of functions for the benefit of the travelers. Travel agencies book tours for different types of clients; they organize group tours and design tours for individuals. The travel agency trade in India is about 60 years, and has received its impetus from the growth of civil aviation in the country. Travel agency trade in India was a small beginning with a few firms today it encompasses about 750 travel agencies spread all over country.

1.2 PURPOSE OF THE STUDYThe main purpose of this study to check satisfaction level of customers towards travel agency is studied. A Travel agent will have access to information about the place you plan to visit. He can organize flights, hotels and sightseeing tours of course, he is doing all this for a fee, or commission and if you book through a registered travel agent you will be able to make a complaint if your agent does not look after your interests and need. The main purpose of a travel agent is to act as a link between the traveler and the destination countrys tourism business.

1.3 OBJECTIVES OF THE STUDY

1. To study, the satisfaction of customers.

2. To study, growing market of travel agencies.

3. To study, reasons for preferring traveling agencies by customers.

4. To study service provided by the agency.

5. To study the customer satisfaction in relation with agency

1.4 RESEARCH METHODOLOGY1. Primary data Primary data is collected personally and its original in character sources of primary data.a) Questionnaire b) Personal interviewFor this purpose have the questionnaire personal interviews and interaction with 15 customers of travel agency,assistant manager and so, with back office employees.2. Secondary data Researcher collected secondary data through books, magazines and office records internet, news papers etc.For this purpose I have used same introductory books, magazines, published by kesari also business today. I have Referred Kesari websites news papers like- Economics times, times of India, India express etc.

1.5 SCOPE OF THE STUDY

Geographical scope-This study is limited to kesari tours in sangli city only.

Subjective scope- The study is customer satisfaction with agency is limited to the marketing management.

1.6SIGNIFICANCE OF THE STUDY1. For the critical study of customer satisfaction with respondents randomly selected.

2. A study of customer satisfaction with reference to the kesari tours is taken because there is increasing importance of tours.

3. Analytical scope of the study is to fulfill the objective consider for study.

1.7 LIMITATIONS OF THE STUDY

1. The study is limited to sangli city only.

2. Suggestestion are based on the opinion given by respondents who are selected which may or may not match the real picture.

3. Respondents were not ready to give the financial information. Thus, was a drawback is the preset work.

4. In this study less importance is given to the external environment that is government policies, political imbalances and inflation rates and so, on

CHAPTER 2 COMPANY INTRODUCTION

2.1 INTRODUCTIONKESARI TRAVEL AGENCYKesari travel agency is a play a very important role. This established its unique identity in the India Tourism industry through innovation ideas and excellent service. Kesari today has a reputation for dedicated service, honest and transparent deals, no hidden costs great value holidays and 100% guest satisfaction. The enduring power of the guest trust in kesari drives it to excel. The company has over 600 travel professionals offering personalized services through branch offices and agent at more than 100 locations in India. Being one of the expert travel agents in India, Kesari relies on a network of trusted and long standing business partners in India and overseas to offer guests a superior travel experience

2.2 COMPANYPROFILE

NAME OF THE COMPANY: KESARI TRAVEL AGENCY

MAIN OFFICE ADDRESS - L. G. A. ROAD, MAHIM MUMBAI.

OWNER NAME- KESARI PATIL

ESTABLISH ON: JUNE1984

SANGLI BRANCH ADDRESS-1052, SUMITRA MADHAVNAGAR ROAD, NORTH SHIVAJI NAGAR, SANGLI

SANGLI BRANCH MANAGER NAME- PANKAJ BURALE

EMPLOYEES IN SANGLI BRANCH- 5

Branches- 150 Branches

WEB SITE:www.kesari.in

2.3 COMPANY HISTORYIn sangli city Pankaj Travels agency are famous travel agency.Pankaj travel agency establish on 1992. Firstly they doing business started with private bus booking. Then 11 years later in 2004 they started working for the kesari travel agency. Then there businesses are growing. Recently they make a long foreign tour.In Maharashtra, the undisputed leader in tourism industry is none other than kesari travels- World class Travel Company. Currently, kesari is completing 3rd decade of operation in1984.This company emerged out as family business being managed by next generation of kesaripatil comprising of his 2 daughters, 2 sons & son/daughter-in-laws as a pillar each of this business.TURNING POINT IN PROFESSION: Started assisting elder brother raja patil in his travel company in Mumbai during the school vacations in 1963. Eventually, kesaripatil accepted the offer of joining his brother fulltime in1967, hoping between Mumbai &Mathane. He shifted to Mumbai with family in 1980. He worked with raja Travel Company for 21 years (1963-1984) as tour manager.TURNING POINT IN LIFE: At the age of 50, kesaripatil decided to start his own company kesari travels in Mumbai involving all the family members in the operation of business.Between 1985 and 1989, Kashmir became our main tourist destination, accounting for 60-70% of the revenue and 200-250 travelers in each trip. But once insurgency shot in the valley, the business was severely impacted. Thats when they decided to offer foreign tours as well and, in 1990, we included countries like Thailand and Singapore.As business grew, we wanted to shift to a bigger office. They managed to gag a prime property at mahim at a discounted rate of rs 1 crore for 3,500 sq ft. however; they had to take a bank loan to finance this purchase. Initially, the bank rejected the application since they were not engaged in any manufacturing activity, which was their criterion for giving a loan. They had to meet the eventually agreed. They have long since repaid the rs 1 ctore and currently own more than 16,000 sq ft space in the same vicinity.Then now have 11 branches in India and abroad, with total staff strength of around 700. Over the years, they have verticals ranging from branding and promotion to in-houseforeign exchange services.Since inception, they have catered to around 30 millioncustomers. Turnover in the last financial year was around rs500 croreand they are eyeing between rs575 corer and Rs600crore this year. And if space travel becomes a reality, you can the bet that kesari will be first to start offering group tours to the moon.

2.4 ORGANIZATIONAL STRUCTURE OF KESARI TOUR

OWNER

MANAGER

ASSISTANT

EMPLOYEES

CONTEXT LEVEL DIAGRAM

Provide all documents

CUSTOMERADMIN& Information Do all Transaction

0.0KESARITRAVELSGive FeedbackTours DetailsKkManage tourProvide rules &regulationEnquiry about tours

2.5MISSION AND VISION

MISSION:To provide memorable holidays in Costa Rica, social and environmentally responsible, satisfying the needs of our clients and always exceeding their expectation.

VISION: To become the leading ground operator in the region and our clients best partner, always providing the best possible product, with the highest quality of services, and demonstrating faithfully our commitment towards social and environmental responsibility.

CHAPTER3THEROTICAL BACK ROUND3.1 INTRODUCTIONIn this preset era, the business organizations are primarily concerned with the satisfaction of the customer. The above concept holds that the main objective of the company is to determine what are the customer needs, wants &preferences &what company should try to manufacture & sell goods or services accordingly to give the customer his desired satisfaction. Customer is the pivot around whom all the marketing activities resolve. This gives the prime importance to the customer satisfaction so that company gets profit along with the new customer creation.3.2 CUSTOMER IS THE KING OF THE PRESENT MARKET-As a matter of fact customer is pivot around which the whole industries of oneday resolve. The economists have called the customer as a king. He is just like a voter in the democracy. His selection of goods or services determines the fate of the producers. So, in order to attract him more & more, the marketing personnel should know their customers well so that they could treat them in away; they like to be treated & present the goods in the way they will appreciate & close a scale in such a way that customer satisfaction is created.

3.3 WHAT IS CUSTOMER-A customer is a person who uses goods & services. Which directly satisfy his needs by paying money or money worth in return According to the nature, customer may be: 1. An extrovert, who is social, cheerful, talkative & cordial, avoids arguments; he likes to appreciate & often acts impulsive.2. An introvert, reserved, suspicious, sensitive, reasoning, curious &calculative.

3.4 WHAT IS MEAN BY SATISFACTION-Satisfaction is personsfeeling of pleasure or disappointment resulting from comparing a profit perceived performance or outcome in relation to his/her expectations. As this definition makes clear satisfaction is a function of perceived performance & expectation. If the performance falls short of expectation, the customer is dissatisfied. If the performance matches expectation the customer is satisfied. If the performance exceeds of expectation, the customer is highly satisfied or delighted.Satisfaction itself can refer to a number of different facts of the relationship with a customer. For Example- it can refer to any or all of the following.1. Satisfaction with the quality of a particular product or services.2. Satisfaction with an ongoing business relationship.3. Satisfaction with the price-performance ratio of a product or services.

3.5 CUSTOMERSATISFACTION A key to marketing success, faced with an arryof choices in almost every product category & or services, to days customers becomes one of the most potent yet exclusive force for organization with demand-supply gap fast diminishing. At times overlapping in certain product categories, markets are finding products & brand differentiation increasingly difficult also with a a plethora of computing products clamoring for attenuation the probability of customer experiencing post dissonance becomes higher, all these create an impassive for retaining customer is necessary. Two days marketing aims not only creating satisfied customer but not a single dissatisfied customer.Customer satisfaction is out come felt by buyers who have experienced a company by buyers who have experienced a company performance that has fulfilled expectations are met & delighted when their expectations are exceeded. Satisfied customer are loyal, longer, buy more are less price sensitive & talk favorable about the company.Though for company to cur vive& its growth it has to create customers but they shouldnt be replacement customers. Because this leads to net results being same even the new customer happened to be more in number than old customers. This affects the probability because the costs of creating a new customer but who is now loyal get spread over a period of time owing to-1. Market expenses going down as old customer bring new business.2. Indirect benefits from good word of mouth.This although much current marketing focuses on formulating marketing mixes that will create sales & new customers, the firm first line at detains lines in customer retention & best approach to customer retention is to deliver high customer satisfaction that results in strong customer loyalty, here relationship marketing comes in to picture.Customer relationship marketing provides the key to retaining customers & involves building financial & social benefits s well as structure to customers. Todays customers base their choice on their perception of quality Values& services. Which ultimately are the determining of customer satisfaction.

3.6 UNDERSTANDING CUSTOMER SATISFACTION- With all the current attention given to customer satisfaction & service quality measurement, you are undoubtedly aware that customer satisfaction is one of the single strongest predictors of customers retention but, white satisfied customers tend to be loyal customers, loyal customers are not always satisfied customers & the impact of customer satisfaction on retention & loyalty is not the same for all industries or for all companies within an industry.In order to ensure a positive service experience, all the resources of the service provider must come together in exactly the right way at exactly the right time for each & every customer contact. It is during these episodes or moments of truth that customers compare their expectation of a service with the actual service received.Maintaining a consistent level of customer satisfaction is not easy it means monitoring & controlling multiple, as well as concurrent, moments of truth for each & every customer on one level, you need to know what expectations your customer have of your services & products. You also need to understand the key elements that most heavily influence retention for your business.On a second level, it is imperative that your product & service delivery process & policies are compatible with your quality standards &delivery system. It is also essential that your employees are committed to & properly trained to implement quality service.

CUSTOMER FEEDBACK

CUSTOMER FEEDBACK & EVALUATION

EMPLOYEE INVOLVEMENT &COMMITMENTMARKETING & COMMUNICATIUON

CUSTOMER SATISFACTION

PRODUCT & SERVICE DELIVERY MANAGEMENTEDUCATION & TRAINING

POLICIES &PRACTICES

3.7 IMPORTANCE OF CUSTOMER SATISFACTION

1. Sam Walton( Wal-Mart)-Our goals as a company is to have customer service that is not just the best, but legendary.2. Lee Iacocca (Chrysler)- The only job security in this company comes from quality productivity & satisfied customer. To what extent company can satisfy customer providing product/services. Established & alert companies set up system to monitor the attitudes& satisfaction of customer, dealers & other marketing system participants. By monitoring changing levels of customer preference & satisfaction before they affect sales, management can take earlier action the main customer satisfaction tracking system are following-

a) Complaint & suggestions system-Market oriented companies records analysis & respond to written & oral complaints that come from customer. The complaints are tabulated the management at tempts to correct whatever is causing the most frequent types of complaints. Market oriented companies try to maximize the opportunities from customer complaining so that, management can get a more complete picture of customer reaction to their products & services.

b) Customer survey- Some companies mail questionnaires to random sample of customer to evaluate the friendliness of the staff. The quality of the service & so on, the customer answers these questions on a four point scale;a) Dissatisfiedb) Satisfiedc) Very satisfiedd) NeutralIn the above described ways definitely can make a company happy as well as customers by providing them product & services.

3.8 CUSTOMER SATISFACTION SERVEYS-

The leadership factor specializes in satisfaction research that drives business success. They enable organizations to succeed by helping then to increase their customer satisfaction & loyalty by accurately. Measuring whether they are delivering & doing best what matters most to customers. The satisfaction loop helow shows the steps to a successful & accurate customer satisfaction measurement.

ASK THE RIGHT QUESTIONSTHE LENS OF THE CUSTOMER

ASK THE RIGHT PEOPLE. A RANDOM & RESPONSENTATIVE SAMPLEUSE THE SERVEY FEEDBACK & ACTION THE RESOLTS

AN OVER VIEWOF CSM.

DRAW THE RIGHT CONCLUSIONS, REPORTING RESULTS. HIGHLIGHTS PRIORITIES FOR IMPROVEMENTGET THE RIGHT ANSWERS. A SUTABLE SURVEY METHOD WITH HIGH REPONS RATES

PRODUCE THE RIGHT DATA. USE APPROPRIATE & VALID STATISTICAL TECHNIQUES

CHAPTER 4DATA ANALYSIS AND INTERPRETATION1. Are you customer of kesari tours?Table No.:- 1

RESPONSENO OF CUSTOMERPERCENTAGE

YES15100

NO00

TOTAL15100

Graph no-1

INTERPRETATION-

The table shows that the 100% persons say that they are the customer of the kesari tours.

2. Why you choose kesari tours?

Table No:-2

RESPONSENO OF CUSTOMERPERSENTAGE

Reliable533.33

Reasonable320

Quality746.67

Other reasons00

TOTAL15100

Graph No:- 2

INTERPRETATION- Due to qualities provided by kesari tours more customers are attractedThe table show that 7% customer responded to quality and 3% customer says the kesari tour Are the reasonable.

3. Which type of tour you prefer?Table No: - 3RESPONSENO OF CUSTOMERPERCENTAGE

Short time533.33

Long time746.67

Seasonal 320

TOTAL15100%

Graph No:- 3

INTERPRETATIONThe table shows the 46.67 customer are preferred long time tours & 20% customers are preferred seasonal tours.

4. Which facilities are provided by the company on tour?Table No:-4RESPONSENO OF CUSTOMERPERCENTAGE

Hotels320%

Transportation426.67%

Foods533.33%

Tour manager 320%

TOTAL15100%

Graph No: - 4

INTERPRETATION-Kesari tours provides all required services i.e. hotel, transportation, food & tour manager. Almost all customers are satisfied with these facilities.

5. Which entertaining facilities are provided by the company?Table No: - 5RESPONSENO OF CUSTOMERSPERSENTAGE

Get together426.67%

Orchestra533.33%

Funny games426.67%

Showings magics213.33%

TOTAL15100%

Graph No:- 5

INTERPRETATION-Kesari tours provide entertainment facilities to the tourists on tour. Theyarranges get together, orchestra, funny games etc & tourists are happy with them.

6. Can company offers insurance to theircustomers?Table No :-6RESPONSENO OF CUSTOMERSPERCENTAGE

Insurance optional1386.67%

Compulsory 213.33%

TOTAL15100%

Graph No: - 6

INTERPRETATION-Company offers insurance facility to their customer. But this is compulsory in some tours, but almost 86% insurance is optional.

7. From which media you get information aboutkesari tours?Table No: - 7RESPONSENO OF CUSTOMERSPERSENTAGE

News paper853.33%

T.V.746.67%

Radio000%

Other000%

TOTAL15100%

Graph No:-7

INTERPRETATION-All respondents get information from advertisement. TV. Advertisement, & news paper advertisement attracts respondents.

8. Your opinion about quality of service of kesari tours?Table No: - 8

RESPONSENO OF CUSTOMERPERSENTAGE

Good320%

Better213.33%

Best853.33%

Excellent213.33%

TOTAL15100%

Graph No:-8

INTERPRETATION-Almost all respondents are satisfied with the services provided by the company.

9. Are you regular customer of kesari tours?

Table No: - 9

RESPONSENO OF CUSTOMERSPERSENTAGE

YES15100%

NO0000%

TOTAL15100%

Graph No: - 9

INTERPRETATION-The table shows that the 100% customer say that they are the Regular Customer of the kesari tours.

10. Which season you prefer to go on trip?Table No: - 10

RESPONSNO OF CUSTOMERPERSENTAGE

Summer746.67%

Winter426.67%

Rainy426.67%

Any time00%

TOTAL15100%

Graph No:-10

INTERPRETATION-It is observed from the above table that 46.67% of them are summer vacations prepared by the Kesari Tours. And 26.67% preferred to winter and rainy seasons.

11. Kesari tours allowed tickets E-booking facility?Table No:- 11RESPONCENO OF CUSTOMERSPERCENTAGE

YES15100%

NO00%

TOTAL15100%

Graph No: - 11

INTERPRETATION:-Kesari tours allowed tickets E-booking facility to their all customers.

12. Are you satisfied with the service provided by the kesari tours?Table No:- 12

RESPONSENO OF CUSTOMERPERCENTAGE

YES1168.75%

NO531.25%

TOTAL16100%

Graph No: - 12

INTERPRETATION-The table shows that 68.75% customer respondent they are satisfied with the kesari tours services.

CHAPTER 5FINDINGS AND OBSERVATION

5.1 FINDINGS-1. Large number of customers are satisfied with the services of the kesari tours2. The kesari tours have as well designed organizational structure.

3. Kesari tours provided all the facilities to their customer.

4. Kesari tours provide entertainment facilities to their customers.

5. Kesari tours provided best services for the customer

6. Kesari tours member are helping the customers.

5.2OBSERVATION-Kesaritours not appointed outside employeesonly family members are appointed. Theyprovide quality services to their customers. In advertising they give preference news paper 80% & exhibitions 10%. Kesari tours are maintaining their customers list. In kesari tours the manager/assistant 24 hours in work with customer.

CHAPTER 6SUGGESTIONS & CONCLUSION6.1 SUGGESTIONS-

1. Respondents choose kesari tours due to quality of services provide by them.

2. Mostly respondents prefer long time tours.

3. Company provides all facilities to tourists.

4. Company arranges get-together, orchestra, funny games & show for entertainment.

5. Insurance is not compulsory to all trips.

6. They should focus on promotional schemes.

7. Respondent gets information from TV. Ad & news paper ad

8. Company allowed ticket e-booking facility.

9. Kesari tours should increase quality of services.

10. They should arrange family tours

11. Kesari tours should try to give small gifts to customers to make them happy & loyal towards in the trip

12. They should stayin touch with customer, by wishing then on special occasions like- birthday, diwali, new year etc. System will focus on customer satisfaction and their feedback about kesari tours.

6.2 CONCLUSION-

In present project report study ofcustomer satisfaction with reference to kesari tours sangli. The facilities provided to the customer by tours are good and satisfactory. Most of the customers in the tours are well satisfied with the facilities and services provided to them. The customers also loyal with the kesari tours in the trip.

BIBLIOGRAPGHY

A) Books:- 1) Marketing management Philip Kotler& Kevin Lane Keller Published by Dorling Kindersley (India) Pvt. Ltd. 2) Marketing Service S. A. FadkeB) Website:-1) www.google.com2) www.kesari.inS.M.G.K.M.SANGLI.Page 35