CHAPTER-1

Tourism Industry – An Overview

1.1 INTRODUCTION

Tourism is a dynamic industry. It is the sum of phenomena and relationships arising from the travel and stay of non-residents, so far as they do not lead to permanent residence and are not connected with any earning activity. It denotes the temporary, short term movement of people to destinations outside the place where they normally live and work and their activities during their stay at these destinations. It is said to be a composite industry and it consists various segments which can produce a wide range of products and services. Tourism comprises the activities of persons travelling to and staying in places outside their usual environment for not more than one consecutive year for leisure, business and other purposes.

Thus Tourism can be summed up as follows:

Tourism is a temporary and a short term movement of people.

It is the totality of relationship.

It is the activity concerned with the utilization of leisure hours.

It is an activity involving a complex mixture of material and psychological elements.

It is a composite industry consisting of various segments.

Tourism has always been a major social phenomenon of any society. It is motivated by the natural urge of every human being for new experience, adventure, education, knowledge and entertainment. In order to understand each other's cultures and values as well as to cater several other social, religious and business interests, it has resulted in development of many tourist and infrastructure facilities. This, along with the progress of proper transportation network globally, especially of airways and waterways, has encouraged people to venture out to the foreign lands. It has facilitated the trade and commerce between the different regions of a country and between the different countries. As a result, over the years, it has acquired the status of a service industry.

Tourism, being one of the largest industries, plays a key role in achieving the socio-economic goals of the development plans of a nation. It is an important service-oriented sector which has made rapid strides globally in terms of gross revenue and foreign exchange earnings. It is a composite of service providers, both public and private,

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which includes travel agents and tour operators; air, rail and sea transportation operators; guides; owners of hotels, guest houses and inns, restaurants and shops; etc. They are involved in meeting the diverse interests and requirements of domestic and international tourists.

In India, tourism industry holds special position as it not only have potential to grow at a high rate, but also stimulate other economic sectors through its backward and forward linkages and cross-sectional synergies with sectors like agriculture, horticulture, poultry, handicrafts, transport, construction, etc. That is, it can provide impetus to other industries in the country and generate enough wealth to help pay off the international debt. It is the third largest net earner of foreign exchange for the country.

1.2 DEFINATION OF TOURISM

Tourism is vital for many countries, due to the income generated by the consumption of goods and services by tourists, the taxes levied on businesses in the tourism industry, and the opportunity for employment in the service industries associated with tourism. These service industries include transportation services such as cruise ships and taxis, accommodation such as hotels, restaurants, bars, and entertainment venues, and other hospitality industry services such as spas and resorts.

Mathieson and Wall (1982) created a good working definition of tourism as "the study of tourism is the study of people away from their usual habits, and their establishments which responds to the requirement of the travellers and the impacts that they have on economic, physical and social wellbeing of their hosts.

According to Macintosh and Goeldner (1986) tourism is "the sum of the phenomena and relationships arising from the interaction of tourists, business suppliers, host governments and host communities in the process of attracting and hosting these tourists and other visitors."

Hunziker and Krapf, in 1941, defined tourism as "the sum of the phenomena and relationships arising from the travel and stay of non-residents, insofar as they do not lead to permanent residence and are not connected with any earning activity." In 1976, the Tourism Society of England defined tourism as "Tourism is the temporary, short-term movement of people to destination outside the places where they normally live and work and their activities during the stay at each destination. It includes movements for all purposes in 1981.

1.3 TOURISM ORGANISATION

1.3.1 International Organizations World Tourism Organization (WTO) Intl. Air Transportation Association (IATA) Pacific Area Travel Association (PATA) Travel Agency Association of India (TAAI)

1.3.2 Domestic Organizations US Travel and Tourism Administration (USTTA)

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Travel Industry of America (TIA)

1.4 TYPES OF TOURISM

(a) Inbound Tourism involving non-residents visiting a country other their own.

(b) Outbound Tourism involving residence of a country visiting other countries.

Tourism, both domestic and international is taking place on a large scale that it has become a major economic activity in the world.

1.4 DOMESTIC AND INTERNATIONAL TOURISM

Usually, a distinction is drawn between domestic or internal and foreign or international tourism. In domestic tourism people travel outside their normal domicile to other areas within the country. Barriers like language, currency and documentation are not in the domestic tourism. But in India, since difference states have different languages, one’s own language may not serve a medium of communication. Domestic tourism has no balance of payment implications.

When people travel to a country other than which they normally live in is known as international tourism, the distinction between domestic and international tourism is now diminishing. The reasons being:

Language barriers are reduced by improving language skills.

Currency and customs unions are developing in many European countries.

With globalization the free movement of people is growing.

Considering the greater multiplier effect in domestic tourism, domestic tourism would have received greater emphasis in India.

Domestic tourism if considered separate from the travel for religious and commercial purpose. It is a post-independence phenomenon. Industrial growth, improvement in the standard of living, rise in disposable income and most importantly the improvement of tourist infrastructure search as hotels, air, train and road transport has contributed to the impressive growth in tourist traffic.

The definition of a domestic tourist is a person who travels within the country to a place of residence and stays at hotels or other accommodations establishments run on commercial basis or in dharmashalas, sarais, chaultries etc. for duration of not less than 24 hours.

The factors that govern the magnitude of domestic tourist traffic are the religious and cultural importance of a place. The extent of manufacturing, business and trading activity, the climatic conditions, the infrastructure facilities available and the geographical location etc. the current rough estimate of domestic tourism in India is ten million a year.

Tourism is travel for recreational, leisure or business purposes. The World Tourism Organization defines tourists as people who "travel to and stay in places outside their usual environment for more than twenty-four (24) hours and not more than one consecutive year for leisure, business and other purposes not related to the exercise of

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an activity remunerated from within the place visited”. Tourism has become a popular global leisure activity.

The UN classified three forms of tourism in 1994, in its "Recommendations on Tourism Statistics: Domestic tourism", which involves residents of the given country travelling only within this country; Inbound tourism, involving non-residents travelling in the given country; and Outbound tourism, involving residents travelling in another country. The UN also derived different categories of tourism by combining the three basic forms of tourism.

1.6 SPECIAL FORMS OF TOURISM

For the past few decades many forms of tourism are becoming more popular, particularly:

ADVENTURE TOURISM

This type of tourism involves travel in rugged regions, or adventurous sports such as mountaineering and hiking (tramping).

CULTURAL TOURISM

It includes urban tourism, visiting historical or interesting cities, such as Delhi, Amritsar, Mumbai, Banglore, Chennai, Ahmedabad, etc. and experiencing their cultural heritages. This type of tourism may also include specialized cultural experiences, such as art museum tourism where the tourist visits many art museums during the tour, or opera tourism where the tourist sees many operas or concerts during the tour.

EDUCATIONAL TOURISM

It may involve travelling to an education institution, a wooded retreat or some other destination in order to take personal-interest classes, such as cooking classes with a famous chef or crafts classes.

GARDEN TOURISM

It means visiting botanical gardens, famous places in the history of gardening, such as Versailles and the Taj Mahal.

HERITAGE TOURISM

It is visiting historical (Rome, Athens, Cracow) or industrial sites, such as old canals, railways, battlegrounds, etc.

HEALTH TOURISM

It means usually to escape from cities or relieve stress, perhaps for some 'fun in the sun', etc. often to "health spas".

MEDICAL TOURISM

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It is used for advanced care that is not available in one's own country, in the case that there are long waiting lists in one's own country for use of free or cheap health care organizations for what is illegal in one's own country, e.g. abortion, euthanasia; for instance, euthanasia for non-citizens is provided by Dignitas in Switzerland.

HOBBY TOURISM

Tourism alone or with groups to participate in hobby interests, to meet others with similar interests, or to experience something pertinent to the hobby. Examples might be garden tours, square dance cruises, etc.

POP-CULTURE TOURISM

This tourism refers to tourism by those that visit a particular location after reading about it or seeing it in a film.

PERPETUAL TOURISM

It is mainly for wealthy individuals who are always on vacations; some of them, for tax purposes or to avoid being resident in any country.

PILGRIMAGE TOURISM

Pilgrimage tourism refers to ancient holy places (Rome and Santiago de Compostela for Catholics, Temples and stupas of Nepal for the Hindus and Buddhist, Mount Athos or Painted churches of northern Moldavia for the Orthodox), religious sites such as mosques, shrines, etc.

SPORT TOURISM

Skiing, golf and scuba diving are popular ways to spend a vacation. Also in this category is vacationing at the winter home of the tourist's favourite baseball team, and seeing them play every day.

ECO TOURISM

It means sustainable tourism which has minimal impact on the environment, such as Safaris (Kenya), Rainforests (Belize) and Hiking (Lapland), or national parks.

GAMBLING TOURISM

This tourism refers to tourism to Atlantic City, Las Vegas, Macau or Monte Carlo for the purpose of gambling at the casinos there.

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1.7 TYPES OF TOURISTS

One such way of classifying the users is by dividing them into categories such as General, Sex, Region, Education, etc.

General: Domestic, Foreign Kids, Teens, Youths, Seniors Students, Executives, Artists Politicians, Movie stars

Sex: Men, Women Region: Rural, Urban Education: Literate, Illiterate Status: Rich, Poor Profession: Executives, Academics, Sportsmen, Artists Occupation: White collar, Blue collar.

Another method of classifying users of tourism services is on the basis of the frequency of usage of services:

Non-users: They lack the willingness, desire and ability (income & leisure time). Potential Users: They have the willingness but the marketing resources have not

been used optimally to influence their impulse. Actual Users: They are already using the services generated by the tourist

organizations Occasional Users: They have not formed the habit of traveling Habitual Travelers: They have formed a habit and avail of the services regularly.

1.8 MAJOR ATTRACTIONS IN INDIA

Major Hill Stations in India

Auli. Dalhousie. Darjeeling Dehradun Gangtok Khandala Kullu

Major Heritage Destinations in India

Taj Mahal Khajuraho Konark Nalanda Ajanta-Ellora Mahabalashwar

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India Wildlife Destinations.

Kaziranga National Park Sariska Tiger Reserve Bandhavgarh National Park Bharatpur Bird Sanctuary Ranthambore Tiger Reserve Kanha National Park

Pilgrimage Sites in India

Varanasi Golden Temple Haridwar Mathura Shirdi Bodhgaya

1.9 TOURISM STATISTICS

Tourism is one of the world's fastest growing industries at present and holds the status of the world's no. 1 industry.

The tourism industry as a whole is presently estimated to earn over US$ 3.5 trillion worldwide.

The industry creates a job every 2.4 seconds with every one of those direct jobs creating another 11 indirect ones.

Spending on tourism amounts to 5%-10% of total consumer, spending in a year worldwide.

India's share of the total market is a pittance at 0.51%. The non-tourist countries like Malaysia and Indonesia get much more tourists than India.

However, the average duration of stay of foreign tourist in India is one of the highest in the world. On an average, it exceeds 27 days in the case of non-package tourists and is 14 days in the case of package tourists.

Tourism has the distinction of being the third largest export industry after gems and jewellery and readymade garments in India.

The Tourism industry's foreign exchange earnings in India are around $3.2 billion. Tourism is the highest foreign exchange earner if we consider the fact that net value addition in Gems and jewellery is less than 30 % whereas, in tourism it is more than 90 %.

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India: Tourism Revenues and Expenditures 1990-2010

1.10 TOURISM IN INDIA

India’s tourism sector is witnessing an unprecedented growth, backed by the increase in purchasing power of the Indian middle class, arrival of high-spending foreign tourist’s as well as powerful government campaigns being run promoting India as ‘Incredible India’. Indian governmental bodies are being looked upon as prime drivers as each and every state in India are obliged to establish a corporation to manage support issues related to tourism.

Medical Tourism is yet another sunrise sector associated with the tourism industry of India. The sector is currently growing at the rate of 30 percent per annum. Tourists focusing on Indian medication are expected to reach one million soon. The tourism industry of India follows certain ideals which include: Swagat which means welcome, Sahyog which means cooperation, Soochanaa which means information, Sanrachanaa which means infrastructure, Suvidha which means facilitation, Safaai which means cleanliness and Surakshaa which means security.

The Indian tourism industry is incredibly vibrant. In fact the country is fast acquiring the image of a major global destination. Further, travel and tourism industry is one of the most lucrative industries in India, bringing in substantial amount of foreign currency. This is demonstrated by the fact that during 2006, four million tourists visited India and forked out not less than US $8.9 billion. Many reasons are being cited for the growth and prosperity of India’s travel and tourism industry. India’s rising economy has already added up millions annually to India’s middle class, a group that’s been driving domestic tourism. Moreover disposable income has scaled up by 10.11 percent

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annually from 2001-2006 and major part of it is spent on travel. Furthermore, the booming IT and outsourcing industry has obliged many foreigners to visit India on business purposes. And more often than not these foreigners end up extending their trips. According to an industry source, foreign tourists are known to spend more time in India than elsewhere. The influx of foreign tourists is projected to increase by over 22 percent on an annual basis, with a 33 percent increase in foreign exchange earnings recorded in 2004.

The Tourism Ministry is also playing a proactive role with launch of advertising campaigns like ‘Incredible India’ which aims to promote India’s culture and tourist’s places in a fresh new, yet fantabulous way. The campaign did help build a colorful image of India amongst consumers all over the world as well as drawing them to India in sizeable numbers. The tourism industry has also sparked growth in other sectors like horticulture, handicrafts, agriculture, construction and even poultry. The Indian tourism industry both directly and indirectly has generated jobs in various related sectors. In fact around 20 million people are employed in this sector.

1.11WORLD TOURISM

Tourism is the world’s largest industry and so is of vital importance to the world economy. It’s contribution has risen dramatically over recent decades: in 1950 an estimated 25.3 million international trips were made world-wide,33 by 1999, the estimated figure was some 26 times higher at over 660 million trips.34 Even since 1985, the number of trips has more than doubled.The World Travel and Tourism Council (WTTC) estimate that in 1999 travel and tourism were directly and indirectly responsible for generating across the global economy:

11% of GDP; 200 million jobs; 8% of total employment; and 5.5 million New jobs per year until 2010.

1.12 GLOBAL TRENDS IN TOURISM

1.12.1 COMING OF AGE

The tourism industry has matured significantly in recent years and is displaying a new willingness to share information and co-operate. The result: A different type of growth, one that is more moderate, more solid and more responsible. The market shows increased resilience and travellers are better informed; for instance, they now include security concerns as just another consideration while selecting their destination. "Following each crisis, the ability to respond has improved and the return to normalcy happens more rapidly," as Mr Geoffrey Lipman, Assistant Secretary-General of the UNWTO, pointed out, while delivering the keynote address at the conference. More responsible because greater attention is now being paid to the congestion that tourism generates and its ill-effects as also its relationship to climate change.

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For the smaller countries tourism accounts for 20-30 per cent of GDP. "For those economies, tourism is not the icing, it is the cake," said Mr Christopher Rodrigues, Chairman, Visit Britain. The `greying' population of several developed countries is proving to be a plus for global tourism. The rising average age means a growing market of people with more discretionary income and time to travel. Rapid economic growth has also created more affluent populations willing to splurge on travel.

What may ultimately determine a travel decision is the desire to learn, discover new experiences and add meaning to people's lives. Cross-border family travel is becoming frequent and these trends are apparent in the growth of niche products developed by destinations, hotels and resorts.

This demographic shift is breeding as a corollary a new set known as `Short Holiday Break' travellers among younger folks in double-income families. The concept of a shorter main holiday plus a series of breaks is not only born out of necessity but the norm.

1.12.2 CLIMATE CHANGE

Tourism is intimately linked to two issues of global concern: Climate change and poverty. And, sustainability is at the start of this equation. Aviation is blamed for contributing about 2 per cent of greenhouse gases but it is unfair to demonise the sector. One must weigh the benefits against the odds and take a balanced view. The point is that while there are alternatives for other modes of transport, there are none for aviation.

We cannot plan for an invention that cannot be invented. Nevertheless, we cannot be complacent. Countries must reduce emissions on account of air travel to zero by 2050. We should do something to tackle this problem, before it destroys us, said Mr Lipman, speaking to this writer at the sidelines of the conference. Towards this end, airlines have achieved a 70 per cent improvement in fuel efficiency over the last four decades. Moreover, billions of dollars being invested in new aircraft will drive a further 25 per cent improvement in global efficiency by 2020. Every minute that we can shorten a single flight saves 62 litres of fuel and 160 kg of carbon emissions.

1.12.3 JOB CREATION

Tourism has become an important instrument to fight poverty by employment generation. In 2005, it contributed $205 billion in foreign-currency income to the developing and emerging countries and has created many jobs. The industry created about 140 million jobs in the Asia Pacific region in 2006. In this context, the UNWTO has established the ST-EP (Sustainable Tourism-Eliminating Poverty) Foundation to encourage sustainable tourism aimed at eliminating poverty in the developing countries. Forty-six ST-EP projects are currently underway in Africa, Asia and Latin America.

1.12.4 LOW-COST CARRIER REVOLUTION

While the overall trends in the tourism industry are in favour of continued growth, this is likely to intensify competition and consolidation in the sector. The emergence of low-cost carriers (LCCs) is making significant inroads into the scheduled carriers' business and is transforming many sub-sectors of the tourism industry.

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Our strategy is to lower fares because we want more people to fly. We want to reach out to every destination, explore new routes and work with new people. Our focus is on South-East Asia, particularly India and China," said Mr Tony Fernandes, CEO, Air Asia, while speaking on the role of LCCs in transforming international travel.

LCCs have nevertheless opened up avenues for those lesser known regions that otherwise would not be visited by tourists. What wants is provision for accommodation, secondary airports, other tourist facilities and services catering to this segment.

1.12.5 INFLUENCE OF THE NET

The penetration and popularity of the Internet worldwide are shifting power from the industry to the traveller. The travel industry is becoming market-driven as consumer price expectations and the Internet expand travel planning and booking capabilities. This trend towards direct booking, already squeezing the travel agents, is now growing, with the help of the Internet. Budget airlines are helping to fuel this trend. For instance, 85 per cent of Ryanair's seats are sold on the Web.

Other industry suppliers are following fast; Iberia and Hyatt, for example, have developed their own Web sites that offer lower Internet-only rates. We have only seen the proverbial tip of the iceberg when it comes to the Net and the way it is transforming the tourism industry.

1.12.6 OPTIMISM IN THE AIR

The optimism in the minds of the who's who of the global travel trade at the Kuala Lumpur conference was unmistakable. Having weathered successive crises over the last decade successfully the confidence exuded by the participants was understandable. The focus on the twin issues of climate change and poverty and the question of how should the tourism industry respond to it was well-timed.

There is a lot to be done in developing tourism potential in such exotic parts of the world as Africa, Latin America and, of course, Asian countries such as India. Even as the global tourism industry races towards the 1 billion arrivals mark, these are the regions that will take it forward to the next level.

1.13 MARKETING MIX

PRODUCT

Product is the combination of tangible and intangible elements. The tourism product, which is mainly the destination, can only be experienced. The views of the location travel to the destination, the accommodation and facility as well as the entertainment at the destination all form the tourism product.

Thus it is a composite product combination of attraction, facilities and transportation. Each of these components has its own significance in the product mix and in the absence of even single components, the product mix is incomplete.

PRICE

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Pricing in tourism is a complex process. Pricing includes the prices of other services like Air travel, Bus, Railways, Hotels, etc. All are included in tourism package. Pricing also depends on the Geographic location of the destination.

Pricing also depends on Seasonality. Seasonality is the most important factor in pricing. To match demand and supply tourist managers try to get either discount. E.g. Taj is the tourist attraction in India. Pricing is also based on competitors pricing. Pricing is also subject to government regulations. E.g. Air price changes tourism package also changes, if Hotel charges change then also tourism package changes.

Pricing of the tourist product is a complex matter because of its composite nature. Geographical location of the destination affects the pricing decision. At the same time, seasonality factor and varying demand cannot be overruled. The objective of pricing in any other firms is to fetch a target market share, to prevent competition, and to take care of the price elasticity of demand.

PLACE

Different distribution strategies can be selected for Tourism marketing. Tourism as a product is distributed as a travel. Internet is also used widely. There is an also small agent spread all over the town who plays a role of place. Large travel companies like Thomas Cook, Cox & Kings, SOTC, etc they act as a wholesalers and these wholesalers also act as a retailer.

The tourism marketer may not have adequate choice of the tourist center, because in most of the case the tourist destinations many be natural, historical attraction. But, infrastructure facilities, transportation, communication are important for the development of the tourist center. The two major functions performed by the distribution system in tourism marketing are:

To extend the number of points of sales or access, away from the location at which services are performed or delivered

To facilitate the purchase of service in advance

Different distribution strategies may be selected to reflect the company’s overall objectives. The middleman may be tour operators, who buy tourism products in bulk and make them available to travel agents who are retailers. The range of tourist products, which are bought by the tour operators are airline seats, hotel accommodation, bus for local sightseeing, etc. they may also sell directly to customers. The latest mode of reaching the tourist is through Internet. Ticket booking can also be done through the Internet and payment is made with credit card.

PROMOTION

Advertising and sales promotion in Tourism can be very effective when supplemented by publicity and personal selling. They use electronic, print all sorts of media they use; and it is highly promoted industry. Public or PR (Public Relation) plays an important role in tourism. It is also through recommendation of friends and relatives this is a biggest promotion.

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Creation of awareness is an important factor in the formulation of marketing mix for the tourism industry. The promotion task simplifies the activities of informing, persuading and influencing the decisions of potential tourists. The promotion mix plays a vital role as the users of service feel high degree of involvement and uncertainty about the product and their role in buying process. Some of the important aspects of promotion are advertising, publicity, sales support and public relation.

Advertising and sales promotion activities in tourism can be very effective when supplemented by publicity and personal selling. Advertising messages may range from subtly attractive visual messages and symbols designed to appeal and stimulate travel desire and needs to simple sales announcements drawing attention to specific product offers.

Word-of-mouth is a very important tool of promotion in tourism. Research shows that about 80% of the tourist visited different places on the persuasion of their friends and relatives and also their own judgments. Brochures are another form of communication provided by tour operators to stimulate customers and motivate them to buy. They are used to demonstrate in pictures and words the images and positioning of the product and the organizations.

PEOPLE

It plays a most important part in tourism. In people local people are very important, that how they treat tourist. The travel agents, guides, staff of travel companies, sales staff, etc they are the people. Travel Company also like Railways, Air, etc. is included in people. Normally a tourist assures a tourism quality like hotels, Travel Company.

The personnel who attend to the needs of the tourists form an essential ingredient in tourism marketing. The sales personnel are responsible for dealing with the customer behind the counter. The airline and transportation crew interact with customers while traveling.

The tourist guides, who interact with the customers at the tourist location, all form the people element in tourism marketing. These contract persons must be trained on interpersonal skills as well as knowledge of the product. In the tourism industry the travel agents and the travel guides are the two most important people who speak a lot about the industry.

PROCESS

The operation process of the tourism firm will depend on the size of the tourism firm. The sequential steps involved in the delivery of the tourist products are:

Provision of travel information --- The information regarding the travel is provided at a convenient location where the potential tourist seeks clarification about his proposed tour.

Designing of itinerary------ It is a composition of series of operations that are required to plan a tour.

Liaison with providers of services--- Before any form of travel is sold over the counter to a customer; contracts have to be entered with the providers of various

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services including transportation companies, hotel accommodation, coaches for local sightseeing etc.

Planning and costing tours------ Once the contracts and arrangements are entered into, then the task of planning and costing the tour, this will depend on the tour selected as well as individual requirements.

`Ticketing----- The computerized reservation system has in recent years revolutionized the reservation system for both rail and air travel.

Provision of foreign currency and insurance--- In case of foreign travel the final task provide foreign currency as well as insurance.

PHYSICAL EVIDENCE

The tourist attraction, which is an expensive for the customer must be tangibilised with the help of tangible items like, comfortable seats while traveling, layout, and design of the resort, natural service scope, etc. the sign posts that indicate directions, route maps, information regarding rules and regulations of the tourist spot and the sign regarding the public utilities like toilets, telephone booth also form a part of the physical evidence.

Printed matters such as brochures also play an important role in the development of tourism. As the product, in tourism is intangible. There is a need to describe fully the product, which is done by providing an elaborate brochure, which shows how different elements of the programmes are carefully planned to include all necessary information to make holiday establishes expectation of quality value for money, product image and status, which must be matched when the product is delivered.

1.14 SEGMENTATION

Though there are a number of bases for segmentation of tourists, one of the most important is Lifestyle. Traveling decisions are fantastically influenced by changing lifestyles. They are also affected by other factors such as level of income, availability of leisure time, etc.

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BASE OF SEGMENTATION CATEGORIES

Holiday Mass market

Popular market

Individual market

Demand Primary

Secondary

Opportunity

Geography International

On the basis of regions, cities, etc.

Psychographic Lifestyle

Personality motive

Knowledge

Demography Age

Sex

Religion

Socio-economic Rich, Poor

Rural, Urban

Literate, Illiterate

Purpose Business Travel

Cultural Tourism

Common Interest Convention

Age Teens, Youth, Seniors

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Such segmentation is useful when deciding the offerings to target a particular segment. For example,

The mass market consists of vacationists that travel in large groups and prefer all-inclusive tours. They are generally conservative.

The popular market consists of smaller groups going on inclusive or semi-inclusive tours. This group includes pensioners and retired people.

The individual market consists of chairmen, senior executives, etc. As the lifestyle changes, consumption of services might change. For example, a

newly married couple might prefer romantic holidays, but once they have children they would prefer family vacations where there are plenty of activities to entertain kids. Teens and youth might prefer adventure holidays whereas senior citizens would probably prefer more relaxing vacations.

1.15 SWOT ANALYSIS OF TOURISM IN INDIA:

STRENGTH

India's geographical location, a culmination of deserts, forests, mountains, and beaches.

Diversity of culture i.e. a blend of various civilizations and their traditions. A wealth of archaeological sites and historical monuments. Manpower costs in the Indian hotel industry are one of the lowest in the world.

This provides better margins for the industry. A very wide variety of hotels is present in the country that can fulfill the demand

of the tourists. There are international players in the market such as Taj and Oberoi. Thus, the needs of the international tourists and travelers are seen to while they are on a visit to India.

WEAKNESS

Lack of adequate infrastructure. The airlines in India, for example, are inefficient and do not provide basic facilities at airports. The road condition in India is very bad.

A xenophobic attitude among certain sections of people. No proper marketing of India's tourism abroad. Foreigners still think of India as a

land of snake charmers. There are many places where the image of India is one of poverty, superstition, and diseases. The case of Plague in Surat in 1994 lead to decrease of 36% in arrival of foreign tourists in India.

OPPORTUNITY

More proactive role from the government of India in terms of framing policies. Allowing entry of more multinational companies into the country giving us a

global perspective. Growth of domestic tourism. The advantage here is that domestic tourism and

international tourism can be segregated easily owing to the difference in the period of holidays.

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THREAT

Economic conditions and political turmoil in other countries affects tourism. Political turbulence within India in Kashmir and Gujarat has also reduced tourist

traffic. Aggressive strategies adopted by other countries like Australia, Singapore in

promoting tourism.

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CHAPTER-2

INTRODUCTION OF SACHINAM TRAVELS Pvt.Ltd.

2.1 HISTORY OF SACHINAM

Since, the inception of the company in the year 1980 Sachinam is catering to the Diamond Market in the heart of Mumbai city exercising in services like INTERNATIONAL & DOMESTIC AIR TICKETS, INTERNATIONAL & DOMESTIC TOURS, PASSPORTS, VISAS & FOREX.

Sachinam Travels Pvt. Ltd, an approved IATA Travel Agency since 1990 with a total strength of 80 plus qualified & courteous staff developing the creditability and quality among the customers, is resulted in being awarded the " TOP 10 AGENT AWARD" every year since 1993 by almost all International & Domestic Airlines, Amadeus Central Reservation Systems & also by American Express & Thomas Cook .

With updated Infrastructure including: Fully Computerized Accounting Systems, On-line Air Bookings and Professional Staff with extended working hours ready to help you even on bank holidays. Sachinam Travels has capitalized vaulting upwards in the Travel Trade and also by spreading its Branches in Surat, Baroda, and Ahmadabad & Rajkot. Its success dates back from last 20 years to date and led to becoming the G.S.A. in Gujarat for Thomas Cook, Beacon Holidays, Nepal Vision and also an overall promoter of the WORLD CUP'1999. And hereafter once again we have the great honor of being appointed as the official travel agent for ICC Cricket World Cup 2003 to be held in South Africa.

Now with a new generation - Sachin Dand, Son of Mr. Mukesh Dand, has launched a new venture by the name of SACHINAM HOLIDAYS, for Domestic & International,

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Inbound/Outbound tours. Needless to say that the greatest beneficiaries of all this huge expansion of services will be "YOU", the customer...

2.2 SERVICES OF SACHINAM TRAVELS Pvt. Ltd:

• International Air Tickets • Domestic Air Tickets

• Outbound Tours • Inbound Tours

• Incentive Group Tours • Online Train Bookings

• Hotel Bookings • Hotel Packages

• Emigration / POE • Visas

• Overseas Travel Insurance • Forex

• Car / Bus Rental • Cruises

2.3 IATA ACCREDITED AGENT

IATA – the International Air Transport Association – works with its airline members and the air transport industry as a whole to promote safe, reliable, secure and economical air travel for the benefit of the world's consumers. IATA’s 240

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member airlines comprise 94% of all international traffic. IATA employs 1400 people located in 90 offices that serve over 130 countries around the world.

IATA provides a wide range of services and programmers to its member airlines, the broader aviation community and by extension the traveling public. IATA sets standards in many areas of the business – from ticketing to baggage – that make it possible for passengers to travel from one place to another using two or more airlines. It also leads a number of industry initiatives involving safety, security, and environment and simplifying the Business that improve the quality of air travel. IATA makes buying tickets easier as well. It accredits over 70,000 travel agents worldwide to ensure they provide the high standards of service and dependability that airlines and their clients expect. IATA’s Billing and Settlement Plan serves as the financial backbone of the industry by managing the flow of the over $270 billion generated annually by travel agent ticket sales to airlines.

The IATA Travel Centre is a service to provide all the travel requirement information needed to successfully complete an international air journey. Essential information offered includes personalized passport, visa and health advice related to the specific destinations. Information is drawn primarily from the TIM/Timatic database; the recognized authority used by virtually all international airlines.

The IATA Travel Centre is the most accurate, reliable information source available for passport, visa and health requirement advice. Travel requirement information is drawn primarily from the TIM/Stigmatic database; an authority recognized by airlines worldwide to determine documentation requirements based on destination and transit country regulations, as well as local immigration and police authorities for hundreds. IATA's immigration specialists constantly update the IATA Travel Centre information. Travelers must realize, however, that rules and regulations change on a daily basis. Possessing the correct documentation does not guarantee entry to a foreign country. Local immigration authorities have complete control whether an individual is granted entry or not.

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2.4 COMPANY’S PROFILE

SACHINAM TRAVELS PVT LTD

Company Profile

HO : REGT OFF GR FL, SAKINA MANZIL, CHARNI ROAD, MUMBAI - 400 004

ESTABLISHED IN THE YEAR - 1989 - MUMBAI

DIRECTORS CMD - MR. MUKESH DAND - 30 YEARS IN TRADEDIRECTOR - MRS. RAJULA MUKESH DAND - 20 YEARS IN TRADECEO - MR. SACHIN MUKESH DAND - 5 YEARS IN TRADE

IATA OFFICES TOTAL 8 IATA APPROVED LOCATIONS.MUMBAI : PANCHRATNA + CHARNI ROAD + KHARGUJARAT : AHMEDABAD + BARODA + SURAT + RAJKOT

STAFF STRENGTH TOTAL 150 QUALIFIED STAFF IN MUMBAI + GUJARAT BACK OFFICE - 50 - ACCOUNTS / OFFICE BOYSFRONT OFFICE - 100 - TICKETING + TOURS + OTHER SERVICES

BRAND NAME SACHINAM HOLIDAYS

NON GDS :INT & DOM

DIRECT ISSUE OF NON-GDS INT AIRLINES – AL JAJEERA - AIR ARABIA DIRECT ISSUE OF NON-GDS DOM AIRLINES - GO AIR - INDIGO - SPICE JET ETC...

ONLINE PORTAL ONLINE BOOKING / TKTG FOR DOM TKT (LCC)

GDS SYSTEMS MAIN AMADEUS + ( GALILEO + ABACUS )

EMAIL ADDRESS sales@sachinam.com

WEB ADDRESS www.sachinam.com

SUB AGENTS NETWORK OF OVER 300 SUB AGENTS IN BOM + GUJ

MAIN CLIENTAL DIAMOND MERCHANTS OF BOM + SURAT SUB AGENTS + CORPORATES

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INFRASTRUCTURE 8 POSH WELL LOCATED FULL EQUPID OFFICES,FULLY UPDATED COMPUTARISED ACCOUNTS

FRANCHISEE FRANCHISEE OFFICE SACHINAM OVERSEAS TOURISM - DUBAI

CHAPTER-3

3.1 INTRODUCTION OF GOA

Goa, a tiny emerald land, with its natural scenic beauty, attractive beaches and temples famous for its architecture, feasts and festivals and above all hospitable people with a rich cultural milieu, has an ideal tourist profile. It is Located along the western coast of India that was formally a Portuguese colony. Get swept away by the spectacular sunrises and sunsets, sunbathe and stroll along its wide and serene beaches, Goa is the place to spend a much needed holiday.

With its 131-km-long coastline, Goa is an important tourism destination in every tourist's itinerary. Sun, sand and sea being the major attractions, Goa is a perfect tourism heaven for the ones who need and want relaxation. Goa is one of India's special tourism places, a State seemingly blessed with fabulous weather, even more fabulous beaches, delightful people, good food, hill-top forts, little white-washed churches, soaring Portuguese-era cathedrals, a unique cultural legacy-small wonder, therefore, that Goa is One of the India prime tourism and holiday destinations.

Tourism of Goa provides options for arrangement of decent accommodation options in Goa, and the scene is getting better every passing day. Comfortable accommodation helps in promotion of tourism in Goa. There are a number of five star hotels and beach

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resorts in Goa catering to the needs of tourists coming to explore Goa or interesting in exploring the scenic region around Goa.

Goa, also known as the “Rome of the East”, is famous for tourism world-wide. Tourism is the mainstay of the Goa economy and is the main contributor to the exchequer. Besides tourism, mining, farming and fishing are the other important occupation of the people.

Tourism caught the imagination of the people in the world in the 1980s and Goa, due to its natural beauty coupled with the charming Portuguese influence and culture, became a favourite destination for hordes of tourists from all over the world. The Government of Goa has already declared tourism as an industry with effect from 01-04-2000. The master plan for the tourism development has already been prepared by the state and the Tourism Policy of the state has already been framed, but all this has to be implemented properly if we want tourism to be a success story for the state. (Tourist Statistics 2006-07, Department Of Tourism, Goa).But the number of tourists descending upon Goa is stretching the limits of what can be handled by the state’s infrastructure. It is a small state, measuring around 140 km from North to South and just 65 Km from East to West. In many cases, the burden of tourism has started creating a lot of problems for the locals.

3.2 HISTORY OF GOA

Goa's history stretches back to the 3rd century BC, when it formed part of the Mauryan empire. Later, at the beginning of the Christian era, it was ruled by the Satavahanas of Kolhapur. Control eventually passed on to the Chalukyans of Badami, who ruled from 580 to 750 AD. Goa fell to the Muslims for the first time in 1312, but Harihara I of the Vijayanagar Empire, whose capital was at Hampi, forced the invaders out in 1370.

Blessed as it is with natural harbours and wide rivers, Goa was the ideal base for the seafaring Portuguese who arrived in 1510. They aimed to control the spice route from the east and had a strong desire to spread Christianity. Jesuit missionaries, led by St Francis Xavier, arrived in 1542. By the middle of the 16th century, Portuguese control had expanded beyond Old Goa to include the provinces of Bardez and Salcete. Goa's golden age came with the eventual ousting of the Turks, who controlled the trade routes across the Indian Ocean, and the resultant fortunes made from the spice trade. 

The colony became the seat of the Portuguese Empire of the east, which included various East African port cities, East Timor and Macau, but competition from the

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British, French and Dutch in the 17th century, combined with Portugal's inability to adequately service its far-flung empire, led to a decline. The Marathas almost vanquished the Portuguese in the late 18th century, and there was a brief occupation by the British during the Napoleonic Wars in Europe. However, the Portuguese clung on till 1961. 

Beaches are the most attractive and frequented spots in Goa. In fact, Goa is almost synonymous with beaches. Nearly the entire coastline is dotted with world-class beaches, which acquire their names after the nearby village or locality. Two continuous stretches of beaches - northern and southern stretches - mark the Goan coastline. 

The origin of Goa or Gomantak as it is also known, is lost in the mists of time. In the later Vedic period (c.1000-500 BC), when the Hindu epic Mahabharat was written, Goa has been referred to with the Sanskrit name Gomantak, a word with many meanings, but signifying generally a fertile land.

The most famous legend associated with Goa, is that of the mythical sage Parashuram (the sixth incarnation of Lord Vishnu), who several thousand years ago created the entire stretch of Konkan coast by ordering the seas to recede. The Sea God gave up the lands on the the banks of the two main rivers of Goa viz. Mandovi and Zuari (then called Gomati and Asghanasini) for the settlement of the Aryans accompanying Parashurama. 

Unfortunately, the Kshatriya annihilation meant that the land was left unadministered and fell into anarchy and chaos. The worried sage Kashyapmuni, requested Parashuram to leave the area and settle elsewhere. Parashuram came south and reclaimed new land by ordering the sea to recede and give up the coastal land. This land known as "Aparant" or "Shurparak" is spread between the Sahyadri mountains and Sindhusagar. 

Goa which was liberated on 19th December, 1961 alongwhh Daman and Diu from 451 years Portuguese Colonial Rule, became the 25th State of the Indian Union when it was conferred Statehood on 30th May, 1987.

3.3 PLACES OF TOURIST PLACE

1. Mormugao Harbour: It is 34 Kms. from Panaji and 4 Kms. from Vasco-da-Gama. It is one of the fine natural anchorages on the West coast of India and the hub of intense maritime activity.

2. Panaji: The capital of Goa and headquarters of North Goa District, a small a charming city on the left bank of silvery Mandovi River, with beautiful red-roofed houses, built in Latin style, also boasts of many modern houses, well laid garden, statues and avenue's lined with Gulmohar, Acassia and other trees. Enchantit panorama unfolds from atop Altinho (Hill Top). 

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3. Mapusa: It is 13 Kms. from Panaji. The capital of Bardez Taluka, on the national highway, is the cross roads of the network of highways covering whole of Northern Goa. Weekly fair on Friday, is held at the modem streamlined market, attended by large crowds. 

4. Margao: It is 33 Kms. from Panaji. The Capital of South Goa District in the hinterland of southern Goa in Salcete Taluka is a thriving commercial metropolis linked by rail to the rest of India & Mormugao Harbour and by national highways, with Maharashtra and Karnataka. It has imposing old mansions and modern buildings

5. Pilar: It is 11 kms. From Panaji. It has important religious and educational centre of Christian Missionaries. The Church, Seminary and School atop hillock command a magnificent panorama of the country side around and a fine view of Mormugao Harbour & Zuari River.

6. Vasco-da-Gama: It is 30 kms. from Panaji. A modem, well laid out city close to Mormugs Harbour, has beautiful and extensive avenues. The air terminus of Goa at Dabolim lies on the outskirts of the city. It is also the railway terminus for passenger service in the South Central Railway.

3.4 NUMBER OF TOURIST ARRIVALS IN GOA

Goa, as was mentioned earlier is a small state, with a total population of 13.48 lakhs as per the 2001 census. Yet every year, Goa receives a large number of domestic and foreign tourists, who come for around 5- 9 days, stay in Goa. India received a total of 3915324 tourists in 2005, while during the same time Goa was visited by 336803 tourists (foreign). Goa receives the largest number of tourist from UK followed by Russia. Besides, tourists from Germany, Finland, France, Switzerland, USA and many other countries also visit the state. The domestic tourist comes from all over India, as Goa is a very popular tourist’s destination. The table shows the number of domestic and foreign tourist who have visited the state from 2000 to 2006.

Year Domestic Foreign Total2000 976804 291709 12685132001 1120242 260071 13803132002 1325296 271645 15969412003 1725140 314357 20394972004 2085729 363230 24489592005 1965343 336803 23021462006 2098654 380414 2479068

Table-1 Tourist statistics 2006-07 Department of Tourism of Goa

Many of the tourists arrive in Goa directly by the charter flights and the table below shows the number of such tourists who have arrived and the number of chartered flights that have come to Goa from various countries in the world. The rest of the tourists arrive at Mumbai or Delhi and then come to Goa to visit the place.

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Arrivals by foreign charter flights

Year No. Of Flights Passengers2000 419 1169922001 279 764102002 384 943502003 523 1262552004 690 1589932005 719 1803102006 720 169836

Table-2 Tourist statistics 2006-07 Department of Tourism of Goa

The various factors that have contributed to this rise in domestic tourism are:

increased disposable income of the middle class, increased urbanization and stress of living in cities and towns, increased ownership of cars, which is making domestic tourism more attractive,

especially among the upper-middle and middle classes, improved employment benefits, such as the leave travel concession, Development of inexpensive mass transport and improved connections to various

places of tourist interest. increased number of cheap accommodations and resorts, greater advertising targeted at domestic tourists both by the central and the state

governments, as well as the tourist industry, and Development of time sharing of holiday accommodations, that is being targeted at

the middle class.

3.5 PACKAGES OF GOA

5 STAR HOTEL

TAJ HOLIDAY VILLAGE (ALL Meal) 3Nights Package

(weekdays/weekends)...........INR.20,800/21900 Per Couple

FORT AGUADA BEACH RESORT (All Meal) 3Nights Package

Superior (weekdays/weekend).................... INR 19,000/20100 Per couple

TAJ EXOTICA GOA (All Meal)3 Nights Package

Garden Villa (weekdays/weekend)...... INR22,500/23500 Per couple

THE BEACH

Standerd...............INR 12,000 Per couple

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THE LEELA (Excluding Janmashtami Apex offer bed & breakfast only)

PAVILION ROOM ....................... INR 11,100 Per Couple

CLUB MAHINDRA GOA

Standard (weekdays/weekend)...... INR 15000 Per couple

4 STAR HOTEL

DONA SYLVIA (COLVA)

Standard .......................... INR 10,800 Per Couple

WHISPERLING PALM RESORT (Candolim Beach)

Standard .................. INR 8700 Per Couple

3 STAR HOTEL

BAMBOLIM BEACH RESORT

Standard .........................INR8,800 Per Couple

MAPPLE

Standard...........................INR 7,999 Per Couple

VICTORIA EXOCTIA (Candolim Beach)

Standard............................INR 7,650 Per Couple

PARADISE VILLAGE (Calangute Beach)

Standard ...............................INR 7,500 Per Couple

ALL ABOVE PACKAGE INCLUDES:

3Nights/4Days Accommodation on twin sharing basis. Both way transfer from railway station or Airport North Goa hotel provide transfers from Karmali or Thivim station only. Welcome drink on Arrival. Buffet breakfast, Lunch & Dinner.( 03 nos each) Half-day sightseeing. Boat Cruise.(except Taj,Leela)

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3.6 TYPES OF TOURISM (present and proposed)

India has registered a phenomenal growth in tourism of varying types. It is thus capable of offering a wide variety of entertainment for the discerning tourist and the state has the capacity to diversify into newer fields for the future. But in the process, Goa’s great cultural heritage and other types of potential tourism have been neglected thanks to this overemphasis on Beach Tourism.

Some of the types of tourism are as follows: 1. Beach Tourism:

As Goa has a 105 km coast line, the beaches of Goa are a very important tourist attraction. From Keri in the north to Palolem in the south, Goa has many world famous beaches like Arambol, Colva (longest beach in Goa), Anjuna (known for its flea market), Calangute (most popular and crowded), Palolem and many other small lesser known beaches where the tourists can relax, soak up the sun and feast on the local cuisine.

Beaches in North Goa:

This stretch begins from the headland of Fort Aguada just outside Panaji city and moves up north towards the border to Maharashtra. Right from the Fort Aguada Beach Resort, an interrupted stretch of sand lies awaiting tourists, sunbathers and party animals. Sinquerim, Candolim, Calangute, Baga, Anjuna, Vagator, Morjim and Arambol are the beaches that can be covered in the North Goa Circuit.

CANDOLIM

Candolim is the first beach that can be approached from the city of Panaji. But most part of it is acquired by the Fort Aguada beach resort and other package tourist companies. Though it is difficult to find individual accommodation here, there are a few hotels with restaurants attached. The nearest place to

find tourist information and travel agencies or other facilities, is Calangute. One highlight of Candolim is the Parasailing and Water skiing facility, besides other sports available here.

CALANGUTE

Calangute is the beach to which everyone heads for the moment they land in Goa. So it is natural that it is overcrowded in both in peak and off seasons. This huge seven-kilometre sweep of sand located 15 kms

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from Panaji, is called the 'Queen of Beaches'. All the travel agencies and tour operators have a base here from where bookings are done for most of all the other beaches.

Years of tourism has brought in a tremendous change in the scenario and therefore, hotels and guesthouses stretch uninterrupted from Calangute to Baga. The village of Calangute has all basic facilities like post office, banks, foreign exchange offices, resort companies, all kind of eateries and medical facilities. The number of internet cafes in Calangute might totally exceed the number in the entire city of Panaji.

Huge showrooms filled with exquisite handicrafts from Kashmir, Tibet, Indonesia, Rajasthan and other exotic places, line up the main road running towards Anjuna. But the beach as such is not the best of all. There are no swaying palms nor are there any traditional boats lying there to add variety. The waves are bigger and heavier here due to the rapid drop. 

BAGA

This is part of a 30 km stretch of beach coastline along the west coast of Goa by the Arabian sea that begins at Fort Aguada continues as Sinquerim Beach, then as Candolim Beach and merges into Calangute Beach and then to Baga beach and then Anjuna Beach and then to Vagator Beach finally ending at Chapora Beach and Fort.

As compared to Calangute Beach, it is more quieter and also more isolated. Its scenic beauty, with the creek, the Retreat House perched on the hill and the lack of local tourist buses all have contributed to its unique beauty. It is more popular with western tourists who love to use it as a base for water sports and fishing in the area.

VAGOTAR

This beautiful beach is located about 22 Kms from Panaji and is situated in Bardez taluka. This is part of a 30 km stretch of beach coastline along the west coast of Goa by the arabian sea that begins at Fort Aguada continues as Sinquerim beach, then as Candolim beach and merges into Calangute beach and then to Baga beach and then Anjuna beach and then to Vagator beach finally ending at Chapora beach and Fort.

The beach adjoining Anjuna is secluded, crescent shaped and situated on the Caisua bay along the Chapora river basin, in the shadow of Chapora fort. During the tourist season, it is a favorite venue for mid night parties. There are a number of buses that run from Mapusa and Calangute Beach to Vagator. The nearest interstate bus station is at Mapusa, the KTC bus station.

ANJUNA: It is located about 18kms from Panaji and is situated in Bardez taluka. This is part of a 30 km stretch of beach coastline along the west coast of Goa by the Arabian sea that begins at Fort Aguada

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continues as Sinquerim Beach, then as Candolim Beach and merges into Calangute Beach and then to Baga Beach and then Anjuna Beach and then to Vagator Beach, finally ending at Chapora Beach and Chapora river and Fort.

The Village of Anjuna is a five square mile enclosure nestling between the Arabian Sea and the Hill overlooking the beach. the beach is known for its swaying palms, soft sands and natural beauty. It has an unusual rocky formation overlying a cove of white sand and black rock that juts into the Sea.

SINQUERIM

With a magnificent 17th century fort which has now been converted into a prison. It is one of the best beaches in Goa with international class facilities for water-skiing, para-sailing, fishing, scuba-diving and wind-surfing. You can stay here either at the Fort Aguada Beach Resort, Taj Holiday Village or at the Aguada Hermitage which is situated

on the hillside, overlooking the sea.

Sinquerim is located some 13 km from Panaji. Taj Hotel group has set up the Heritage Complex here which dominates the headland around the historic Fort Aguada. There is uninterrupted firm sand from here all the way to north to Baga and if you want a long beach walk, there cannot be a better place to start from.

MIRAMAR

This beautiful beach is located about 3kms from Panaji. It lies adjoining the estuary of the river Mandovi as it opens into the Arabian sea. It was originally known as the "Gasper Dias Beach".

From the beach across the river is an excellent view of Fort Aguada. Apart from its proximity to Panaji, it is very much commercialized and a large number of hotels and exclusive homes of Goa's rich and famous stud the area.

The beach is crowded with locals and tourists alike on most days. The Dhempe College of Arts and Science is located here and so is the memorial to Goa's first chief minister,

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the late Dayanand Bandodkar. A lovely golden beach of soft sand gridled with palm trees facing the blue Arabian Sea, is the nearest to Panaji.

AGUADA

Aguada beach is almost synonymous with the top-notch Fort Aguada Hotel complex, a superb hotel that is built on the cliff, around the remnants of the early 17th century Portuguese fort. Although access to the beach is not possible through the hotel grounds, which are private, you can walk along Aguada beach, for in India private beaches do not exist.

Beaches in South Goa

The south Goa beach circuit begins from Margao, the second most important city in Goa. This railway station connects Goa to all major cities in the coastline like Mumbai, Mangalore and Kochi. Beginning from Majorda beach, a 20 kms long silvery white sand stretches across till the headland of Cabo de Rama.

PALOLEM: It’s a beach of white sand facing a blue bay between two headlands. The little wooded islands on the northern headland look interesting but as we’ve never ventured onto any of them we don’t know what landing on them would be like.

If you’re interested, try to persuade one of the fishermen — this is also a fishing beach to ferry you across. They do offer to take you out to spot dolphins. Tourists have discovered Palolem and so there are a few shacks selling seafood snacks, souvenirs and clothes of the shapeless, bright, informal kind. Panaji, the capital, is more than 70 km away.

Palolem is just 3 km away from Canacona Railway station, now on the Konkan Railway. You can hire taxis and auto-rickshaws to reach Palolem beach from Margao, 40 km away. There are regular buses from Margao to Palolem that would drop you at Canacona village.

There are beautiful beach huts and family room to choose from in Palolem. Try to avoid the weekends, as there is a big crowd of picnickers who throng the beach on weekends.

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AGONDA

If you continue driving towards Panaji from Palolem, the next beach is Agonda. It’s long and lonely, fringed with palms and casuarinas and dominated by a large hill to the south.It’s not safe to swim out too far on this beach. There are very few facilities available here and you are needed to carry all the essentials.

Agonda is a three-kilometer long beautiful cove of white sand, safely secluded in the palms. There are no tourists, no souvenir stalls, no restaurants, nothing.

Just the trees, the beach, the big beautiful ocean and you. It also makes for a great day trip from Colva and Covelossim. For real adventure, hire a tent and camp for the night, listening to the crashing of the sea waves.

Not far from Agonda beach is Cabo de Rama, untouched by most of the visitors in this region. The atmosphere of the fort creates a sense of history and drama that very few would fail to appreciate. The fort is named after Rama, hero of the Hindu epic Ramayana. According to the local legends, Rama stayed here with his wife Sita during the period of 12-year exile.

VARCA, CAVELOSSIM, MOBOR

Varca, Cavelossim, and Mabor are the most beautiful beaches south of Benaulim. These beaches are much cleaner and quieter than most of the famous beaches of Goa. There are numerous beach shacks offering a variety of Goan dishes and seafood at reasonable prices.

There are several food joints around Dona Sylvia where you can get entire package of good food, good drink, nice service, and a pleasant service in quite reasonable rates. There are facilities for Dolphin watching up river Sal.

These beaches are home to some of the most exclusive and luxurious beach resorts in Goa. Accommodation is also available for budget and economy class travelers though not on the beach itself.

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There are plenty of transportation facilities available to reach these beaches from Margao. From Cavelossim village, Margao is 18 km away and buses and autos are available easily. You can also hire taxis from Dabolim Airport (41 – 48 km) to reach the beach resorts here. To move locally, use cycles and scooters that are available on hire.

COLVA

This is the most important beach in the south circuit equipped with all modern amenities like air-conditioned resort complexes, tourist cottages, discos, seashell artefact stalls, refreshment stalls, eateries, guest houses, expanding the village enormously.

The Church of Our Lady Of Mercy in Colva is famous for its miracle statue of Menino Jesus. The road leading from the Church to the beach is where

all the facilities are located.

Colva is a small village in south Goa on the shores of the Arabian Sea. It lies 39 km away from Panaji, capital of the Indian state of Goa. Two km further ahead from Colva is Benaulim.

With 20 km of virgin white sands, palm fringed, and sun drenched beaches, Colva is the most loved beach of Goans. Colva, unlike Anjuna or Calangute, gained popularity only lately. It was little disturbed and life moved on quietly. 

While taking a stroll on the Colva Beach, silver carpets of bangdde (mackerels) can be viewed shimmering on the golden sands for drying. Fishermen’s motor trawlers can be seen anchored in a line offshore. Tourists—Indian and foreigners, as well as locals—can be seen in colorful dresses, coming either for a walk or ‘for a change of air’. Many tourists can be seen having a sunbath on the golden sands.

The trinket stalls and the drink stands on the golden sands under the moonlight make the evening on the Colva Beach utterly romantic.

MAJORDA: This small stretch beach stretches about 5 Kms north of Colva Beach along the coastline. The beach is the location of many hotels. It is in no way comparable to Colva Beach that lies just south along the coast.

From Bogmalo down south, there is Majorda beach and the Majorda Beach Resort. Majorda is the village where the Jesuits, fond as they were of the good things of life, discovered the best Goan toddy (sap from the coconut palm), which they used to leaven the bread. Naturally, then, Majorda is the place where the Goans were first trained in the delicate art of baking European breads.

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The Majordans are still Goa's best bakers. The delights of the beach, however, were discovered much earlier, in the mythical times when the gods above went through a lot of turmoil. There is a Goan version of Ramayana and therein Lord Rama was kidnapped as a child and brought up at Majorda. Later, in pursuit of Sita, he camped at Cabo de Rama - a headland further south - where the stretch of developed beaches ends.

BOGMALO

This beach dominated by a huge 5-star hotel located right on its edge and is cut apart from both the North and South beach circuit. Being just 4 kms away from the Goa Airport at Dabolim, it is a favourite among the elite classes and has an air of exclusivity. Although the resort hotel towers above the village, there are couple of smaller places to stay. Windsurfing and water skiing facilities are available.

BENAULIM

Less than 2 kms south of Colva is the more tranquil beach of Benaulim. Benaulim is one of the few places in Goa where one can glimpse handicrafts typical to this area. The best of the traditional rosewood furniture is made here. Also Benaulim is famous as the place where the legendary Parashuram's arrow landed, by which Goa was created.

About 2 km away from Colva is the Benaulim, which is more peaceful and serene than Colva. The best thing about Benaulim is that it is still rather undiscovered by domestic tourists even though it is a fishing beach. It gets fairly crowded in the evenings and on weekends, it gets fairly crowded with local visitors who get off buses about a kilometer away and pour onto the beach.

The Church of St John the Baptist is situated on a hill beyond the village and worth a visit. On the arrival of the monsoon, Feast of St John the Baptist (Sao Joao) is celebrated as a thanksgiving. Young men wearing crowns of leaves and fruits tour the area singing for gifts. To commemorate the movement of St John in his mother’s womb when he was in his mother’s womb and visited by Mary, the mother of Jesus, the young men of this village jump in the wells.

BETUL

Betul is one of the most important fishing ports where all the mechanized boats and deep sea trawlers bring in their catch. Here headlands from the slopes of the Western Ghats protrude into the shore giving it an imposing backdrop.

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Beyond this secluded beach is the hill of Cabo De Rama where the Portuguese have built a fort. From the fort a great view of the sunset on the beach can be viewed. There are very few places to stay in Betul.

2. Adventure Tourism:

It has recently become very popular in India. It involves the exploration of remote areas and exotic locales and engaging in various activities like trekking, white water rafting, camel safaris, paragliding, rock climbing etc. Goa has a very good potential for activities like trekking, paragliding, dolphin sighting boating, and mountain climbing tale of the hotel, Aguada beach has cafes, itinerant vendors of everything from Kashmiri carpets to massages, and a good range of water sports.

1. Water sportBlessed with rivers, backwaters and a long coastline, Goa is ideally located for water sport activities like sailing, parasailing, wind surfing, etc. Skim the waves. Surf the seas. Float across the skies. The fabulous golden Goan coast is sprinkled with water sports excitements from windsurfing to paragliding. John Lucas, an Englishman, who first came to Goa in the early 70s like thousands of other westerners on a spiritual journey, found his heaven here in Goa. Being a keen windsurfer, the next time he came back to Goa, he had with him, his board and rig. And the trend for water sports in Goa was set. Today there are a number of water based sports and activities available in Goa. The best season for enjoying water sports in Goa is from October to May when the skies here are cloudless and blue, and the waters fairly placid. 

2. ParasailingHigh fliers amongst the speed lovers can opt for parasailing. Both the Taj and Bogmallo Resort hotels provide the necessary equipment for this enthralling sport.  There’s a rope about 300 feet long attached to the parasail harness at one end and to the speedboat at the other. When the boat speeds off on the water, the parasail or just takes one or two steps and he is lifted into the air, the parasail lifting behind him.

3. River cruise The Goa Tourism Development Corporation (GTDC) runs a variety of river cruises on the Mondovi River— daytime, sunset and moonlight. There are two types of day cruises -- from the Panaji jetty, down the Mondovi into the Zuari bay and up the Mondovi to Aldona and a mineral water spring. A few private firms also offer a variety of imaginative cruises or boat tours for sunset views as well as for crocodile or dolphin spotting.

4. WindsurfingWindsurfing is a unique blend of surfing and sailing, which requires the surfer to adjust his strength and balance to the changing patterns of wind and water. To the expert who has honed himself in all these nuances, windsurfing can indeed be an exhilarating experience. Windsurfing trainers and experts alike claim Dona Paula bay to be the ideal location for the beginners. The prevailing winds and the calm sea, ensure almost lake-

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like conditions. The morning breeze is light and steady — just right for learners; while stronger winds that set in during the afternoons offer a perfect challenge for the more experienced.

3. Wildlife Tourism:

India has a rich forest cover, where we find some very beautiful and exotic species of wildlife. Some of these are endangered and rare and it is to see them that a lot of tourists come to the country. Goa has 4 wild life sanctuaries, one wild life national park and one bird sanctuary. Almost 60 % of the Goan area is protected area. Around 1.25 lakhs tourist visit these sanctuaries every year. Goa has a variety of flora and fauna which could be used to attract tourists to these places. Goa also has two beautiful lakes, at Mayem and Carambolim, where migratory birds are sighted in large numbers.

1) Bhagvan Mahavir Wildlife Sanctuary and Mollem National ParkSituated along the North East border of Goa at Molem, about one-and-a-half hours’ journey from Panaji (60 kms), the Bhagwan Mahavir Wildlife Sanctuary covers 240 sq.kms of thick forest clad slopes on the Western Ghats and its valleys and is the biggest of the three sanctuaries of Goa. Rich in wildlife, it is a paraside for bird watchers. Besides flora and fauna, there are many important geological and historical features in this sanctuary. Dushsagar falls, about an hour’s journey from Colem by train, is a feast for the eyes. The ‘Devil Canyon’ is another beautiful geological spot. The famous Lord Mahadeva Temple situated at Tambdi Surla is about 13 kms from Molem.

2) Bondla Forest52 kms. from Panaji and 36 kms. from Margao, it is the smaller of the three wildlife sanctuaries of Goa. More then a sanctuary, it is an ideal jungle resort, a major attraction for school going children and nature lovers. Its mini zoological Park, Deer Safari Park, Botanical gardens, Nature Education Centre, wildlife and nature trails, and archaeological exhibit attract people through the year. Comfortable cottages are available here for tourists.

3) Cotigao Wildlife SanctuaryThe second largest of the three wildlife sanctuaries in Goa, with an area of 105 sq. kms. is located about 76 kms. from Panaji, in Cancona Taluka in South Goa.. It is covered with dense forest and varied wildlife. The ancient Jeevottam Partagal Math, noted for its Vedic studies, lies in the vicinity of the sanctuary. 

4) Dr. Salim Ali Bird SanctuarySpread over 1.78 Sq. kms. and located at the western tip of the island of Chorao along the river Mandovi near Panaji, it is fully covered with mangrove species. Varieties of local as well as migratory birds frequently visit the area. This sanctuary can be visited anytime of the year with the permission of the Chief Wildlife Warden, Forest Department, Junta House, Panaji – Goa. The Sanctuary is approachable on foot after crossing over by ferry from Ribandar to Chorao. There are some private parties who take tourists around in their canoes fitted with outboard motors.

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4. Medical Tourism:

Medical tourism is a recent phenomenon in Goa. Many world class medical hospitals like Apollo and Vivus have been started in Goa, which provide world class facilities at a fraction of the corresponding cost abroad. Foreigners from many developed countries prefer to come to Goa for a variety of treatment ranging from dental surgery, hearing problems, knee replacements to even heart surgery. This is a market where Goa has potential for further development and the government should take steps to see that this market can be sustained and increased medical tourism can be promoted in the future.

5. Pilgrimage Tourism:

As with the rest of India, Goa too is famous for its religious places and it is a major reason why tourists all over the world come to these places to visit them. The World Heritage Site at Old Goa is a major tourist attraction with a large number of churches such as St Cajetan, Our Lady of the Mount, St Francis of Assisi Church and Convent, Basilica of Bom Jesus, Se Cathedral, Church of Our Lady of Rosary, the Archaeological Museum, the Christian Art Museum, the ruins of the Church and Monastery of St Augustine, The Chapel of St Catherine, the Viceroy’s Arch, Chapel of St Anthony (opposite the ruins of the Church of St Augustine) Convent of Santa Monica. Besides this there are many other beautiful churches and temples all over Goa. A few kilometres away from Old Goa, we have the famous Mangueshi and Mardol temples as well as the Saptakoteshwar temples at Narve.

1) Church of St. Francis of Assisi:

The entrance and the choir are in Manueline style, the only fragment of its kind in the East. Their interior is illustrated with exquisite paintings. The adjacent convent now houses the Archaeological Museum.

2) St. Cajetan Church:

Built in the style of St. Peter’s Basilica in Rome.

3.) Church of Our lady of Rasary:

One of the earliest built in Goa, bears an inscription about the conquest of Goa by Afonso de Albuquerque in 1510.

4.) Nunnery of Santa Monica:

Built like a fortress is significant for its massive walls and butresses. It is the only nunnery in Goa.

5.) Ruins of Church of St.

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Augustine:Close to the Nunnery is a lofty tower defying the torrential rains. The tower is one of the four of St. Augustine church that once stood there. The Church when intact was perhaps the biggest in Goa.

6.) Viceroy’s Arch:

One of the gates of Adil Shah’s Fort. It was renovated by Portuguese and was the gateway to Goa for Portuguese Governors. Every incoming Viceroy used to disemark at this place.

6. Cultural Tourism:

Goa is a land of rich and diverse culture and people of different religions (Hindus, Muslims and Christians) live peacefully together in harmony and they are famous for their own traditions and culture. Goa is famous for the Carnival and the IFFI. Besides, Bonderam (Divar) , Sangodd (Boat festival) and Taranga are also famous. Goa is known for traditional cultural dances and songs (Mandos, Fugddies, Goff, Godemodni and many others). Goa culture is widely varied due to its equally varied history and religious background. The Portuguese used Goa as the main area of their empire in Asia and because of this there are clear cultural influences from both the Portuguese way and traditional Indian ways.  There is also a fine blend of tradition with modern values and buildings. It is by no means unusual to see brand new, expansive hotels situated only a short distance from quaint old guesthouses or expensive, new restaurants cohabiting with traditional, quaint cafes.

The Goa tourist is treated to world-renowned hospitality as well as fine cuisine, incredible scenery and spectacular heritage and buildings. The Portuguese were immensely proud of their religion and aimed to spread the word throughout their empire. As such, the Goa tourist has access to some of the finest churches and religious properties around the world throughout the different areas of Goa. In stark contrast to this religious element, the beaches of Goa are enjoy by many a Goa tourist looking to sun himself or herself and enjoy the finer things in Goa life. Tourism in Goa is largely centered on the stunning beaches and since the hippies of the 1960s discovered and popularized these beaches tourism in Goa has rocketed. There are quiet and subdued beaches, beaches ideal for fishing and there are also hedonistic beaches offering night long parties.

Another hugely important part of Goa culture is the cuisine. Another reason why tourism in Goa has become so incredibly popular is because of the fine foods that are served. As well as traditional Indian dishes, the coastal towns around Goa specialize in offering some of the most fantastic seafood dishes anywhere in the world. Vibrant spices and traditional cooking are blended with the produce of the local sea to create meals that the Goa has become renowned for around the world.

7. Architectural Tourism:

India has a rich amalgamation of various architectural styles where the influence of many dynasties and many cultures can be seen. Some of the important places include

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Dilwara temples at Rajasthan, Taj Mahal at Agra, Victoria terminus and Fort Area in Mumbai, Red Fort at Delhi, etc. Goa too has an architecturally rich heritage which could be projected by the government as tourist places. Goa has many forts like Chapora, Teracol and Alorna which can be used to attract the tourists.

1. Aguada Fort:

Situated 18 kms from Panaji and situated on a headland of the river Mandovi, this fort was built by the Portuguese in 1609-1612, to command entry into the river in order protect Old Goa from potential enemy attacks. A spring within the fort provided water supply to the ships that called there, giving it the name “Aguada” (meaning ‘water’ in Portguese). The fort, at present, houses the Central Jail. A 19th century lighthouse is situated inside the fortress.

2. Cabo De Rama Fort:

The southernmost Goan fort is situated about 25 kms. south of Margao. This ancient fortress, now in ruins, was built before the arrival of the Portuguese. A view from the boat offers a nostalgic experience.

3. Cabo Raj Niwas:

Built in 1540 AD opposite Fort Aguada on the south headland of the river Mandovi, this fortress housed the elegant Franciscan monastery which later (1954 AD) became the official residence of the Government of Goa. After Goa’s liberation in 1961, it became the residence of succeeding Governors of Goa. It commands a breathtaking view of the Arabian Sea and Mandovi River and has a magnificent church at the edge of the cliff.

4. Chapora Fort:

Adil Shah of Bijapur built this fort on the southern headland of the Chapora River. It was known as Shapur and is now in ruins. It has a commanding view of Vagator beach. 

5. Mormugao Fort:

This fort near the internationally famous Mormugao Habour was built to protect the harbour situated near Vasco da Gama town. Its work started in 1624. It once covered an area of six miles in circumference, contained a towering bulwark, three magazines, five prisons, a chapel and quarters for the guard However, except for the chapel and a portion of the boundary wall, little is left of this fort.

6. Tiracol Fort

This fort was built by Hindu rulers and later taken over by the Portuguese. The fort also has a church inside with a beautiful façade, but is generally closed, and only opened for occasional feasts. Its imposing height offers a breathtaking view. The rooms of the fort have been converted into a heritage hotel.

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8. Yoga Tourism:

Goa is a land of peace and tranquillity. “Susegad” - roughly meaning “laid-back” -that is how the Goans are traditionally known. The hinterlands of Goa, far from the noise of the city, are perfect for yoga and meditations. The peaceful villages, where the occasional lowing of a cow is the only likely disturbance, are a perfect backdrop for such a type of tourism. Goa has not concentrated on this at present, but there is a huge potential for this type of activity.

9. Farm Tourism:

This is not presently a part of the tourist portfolio but it has a tremendous potential for the future. Goa, with its lush green fields, could easily exploit this resource in the future. Some of the ways in which this could be achieved could be through the techniques of renting trees, animals, farms to tourists where they can come and spend some time on the farm and also learn how the farm operates and how to take care of the animals and the trees.

10. Backwater Tourism:

Goa is crisscrossed with rivers flowing from the eastern Sahyadri Range to the western Arabian Sea. From north to south, the following rivers, Tiracol, Chapora, Mandovi, Zuari, Sal and Talpona, flow windingly through villages and give support to the local economy, either for agriculture or for fishing. Sightseeing can be done from the water instead of the road. The inland cruises could have landing points near the spice gardens, churches and temples so that the tourist can see the important places too along with the scenic river trip. The Alorna fort too can be an attractive attraction for backwater tourism.

3.7 ENVIORNMENTAL IMPACT OF TOURISM

Positive impact

Financial contributions.(one of the largest contributor to the exchequer) Improving environmental management and planning. Increasing the environmental awareness. Alternate employment.

Negative impact

Negative impact of tourism occurs when the level of visitors’ use is greater than the environmental abilityto cope with the situation within the acceptable limits of change.Uncontrolled tourism poses potential threats to the natural areas including

Depletion of resources (especially water) Pressure on land and resources (to set up hotels and other facilities)

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Land degradation (due to nature trails and other facilities to the tourists Pollution ( air, water, noise)

ECONOMY

Positive effects of Tourism on the Economy

One of the main reasons for the huge growth in tourism is the positive effect it can have on the economy of an area. The nature of the industry means that it provides many jobs and generates substantial revenue. This can be particularly important for less developing countries as it provides a valuable source of foreign revenue.

To evaluate the success of tourism you need to look at where the money generated goes. If it is invested locally on new services such as infrastructure, schools and local projects, then any money generated by tourism is having a positive effect on the local economy and society. The jobs generated should also go to the locals so that the economy will benefit from the multiplier effect.

Negative effects of Tourism on the Economy

The negative effects of tourism for an economy are determined by the distribution of the money generated and the allocation of jobs. We use the term ' leakage' to help explain this. Leakage is the amount of money that escapes (whether directly or indirectly) from the local economy.

The management of the resort are British so a percentage of their wages will be leakage - especially if they are on a fixed contract for maybe a year or two.

British staffs are employed to run the hotel on a seasonal basis. Therefore a large percentage of their income will eventually be spent in the British economy.

Some tour operators export food to their hotels so suppliers in the UK benefit instead of the local suppliers.

There is a situation in Goa where one company owns the hotel, coach and airline. So the holiday is booked in Germany (travel agent takes a cut), the tourists fly on a German airline, are met by that company's employee, taken on the company's bus to the company's hotel. It is clear to see how little of the money spent by the tourists will get into the Goan economy!

SOCIETY AND CULTURE

Positive effects of Tourism on Culture

It is inevitable that tourism will have a major effect on the culture and society of an area. By promoting tourism you are encouraging contact between different cultures. Indeed many people deliberately choose to experience a culture very different to their own.

Here follows a list of five positive effects of tourism.

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For many, the experience of different cultures is seen as an enriching and educating one. The benefits can be felt by the hosts and the visitors.

The breaking down of prejudices as people experience other cultures and societies. This is directly linked to the fact that most prejudice is a consequence of ignorance.

The strengthening of a culture as that culture becomes supported by tourism. Reduction in the dilution of culture as locals don't have to migrate to find work. The emancipation of women in the receiving culture as they witness the lives of

women from western society.

Negative effects of Tourism on Culture

Unfortunately, tourism can have a very negative effect on culture and society. This occurs as one culture fails to treat the other with the respect it deserves.  Five negative effects are:

Cultural erosion as traditional ceremonies are performed for tourists their cultural or religious importance is diminished.

Traditional industry that is very important to the culture can be forced to close as they are seen as detrimental to the tourist industry.

Traditional cultures are abandoned as young people look to foreign cultures for their role models.

Cultures are destroyed as drugs, child prostitution, HIV are introduced as a side effect of tourism.

Locals can resent the tourists as they fail to pay local culture the necessary respect.

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CHAPTER- 4

RESEARCH METHODOLOGY

TITLE OF THE STUDY

The project discusses “A study on Customer Satisfaction at SACHINAM Pvt. Ltd”. The main purpose of the research is to understand the customer’s satisfaction level of different services offered by SACHINAM and its customers’ complaints if any. With this how they take decision before going for any service.

OBJECTIVES OF THE STUDY

Understand current satisfaction level of customer who travelled during the period of training at Sachinam travels and take their feedback.

To identify the potential customer for Sachinam travels.

RESEARCH DESIGN:

A research design is the overall framework or plan used for the collection and analysis of the data in the market research project. It is broadly classify in to three categories. Exploratory Descriptive CasualExploratory research is carried out to define problems and develop hypothesis to be tested later. Descriptive research gives an account of the variables, where casual research helps in determined cause and effect relationship.

It will be a descriptive study and will aim at finding out the above objectives.

SAMPLE DESIGN

In the sampling plan, the basic and important question is ‘who is to be surveyed’ since it is not possible to question every consumer in the market especially in case of consumer goods. Therefore, must select samples out of overall customer of the sachinam travels.

Sampling unit: Surat city. Size of sample: Out of 100 customers I have taken 50 customers.

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METHODOLOGY

The methodology of my project is purely based on personal observation as well as interaction and discussion with customer and the executives of the SACHINAM.(Surat)

STUDY AREA:

Present study has been carried out at SACHINAM. (Surat)

NATURE OF DATA:

Primary Data:

Primary data are the data which are the data which are the data which are first time found by the researcher for purpose of the market survey. The primary data has been collected through personal observation as well as through both open and closed ended questionnaires with customer and the executives of SACHINAM.

Secondary Data:

Secondary data are the data that are already available in the market. The secondary data has been collected from the company information system.

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CHAPTER-5

Survey

Questionnaires

Q.1 Do you like the products and services of “Sachinam Holidays”? Ans: ( ) Yes ( ) No

Q.2 which services do you like the most?

Ans ( ) International air tickets ( ) Domestic air tickets’

( ) Outbound Tours ( ) Inbound Tours

International air Tickets16%

Domestic air Tickets36%Outbound Tours

20%

Inbound Tours28%

Which services do you like the most?

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Yes80%

No20%

Do you like the services of Sachinam?

Q.3 Are you satisfied with “Sachinam Holidays” in regards to price? Ans ( ) Yes ( ) No

Yes78%

No22%

Are you satisfied with “Sachinam Holidays” in

regards to price?

Q.4Are you satisfied with “Sachinam Holidays” in regardes to customer service. Ans ( ) Yes ( ) No

Yes76%

No24%

Are you satisfied with “Sachinam Holidays” in re-

gardes to customer service.?

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Q.5 Do you have any future plan? If Yes, than are you interested in taking services from “Sachinam Holidays” again?Ans ( ) Yes ( )No

Yes80%

No20%

Do you have any future plan? If Yes, than are you interested in tak-ing services from “Sachinam Holi-

days” again?

Q.6 Should “Sachinam Holidays” improve their quality of Tour Packages?

Ans ( ) Yes ( ) No

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Ans ( )Yes ( ) No

Q.8 Will you

recommend “Sachinam Holidays” to a friend or relative? Ans ( ) Yes ( ) No

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Yes30%

No70%

Should “Sachinam Holidays” improve their quality of Tour

Packages?

Yes90%

No10%

Do you want to repurchase products and services from“Sachinam Holi-

days”?

Yes86%

No14%

Will you recommend “Sachinam Holidays” to a friend or relative?

5.1 FACTS & FINDINGS

80% of the customers like the products and services of Sachinam.

28% of the customers are satisfied with Inbound tours whereas 20% with the

outbound tours.

78% of the customers are satisfied in regards to price and customer service.

It has been found that 22% of the customers are dissatisfied with price and

customer service.

Customers are satisfied with the tour packages which are offered to them.

Many customers want to repurchase the products and services from

Sachinam.

90% are willing to recommend Sachinam holidays to their friends or relative.

Overall satisfaction of the customers at Sachinam Holidays was good.

There are too many negative responses which I got from the customer:

I am not interested,

Call me tomorrow

I’ll back to you

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We make tour packages, Itineraries there with the help of our seniors and

previous files.

CONCLUSION

During these 2 months of my summer training at Sachinam Travels Pvt. Ltd. Researcher felt that Sachinam Travels is one of the branded Company in the market of Tourism. Researcher also felt one more thing is how to handle customers and their queries. Sachinam has well trained department with the self motivation activity and having good skill of working. I hope they will continue with their performance in future as they doing now.

From the above paragraph it can be concluded that most of the people prefer Sachinam for the tour packages they offer because of one big reason is that service satisfaction. Both level of people like high level and medium level people suggest this one. They have good service with good prices and good facilities.

From this two months training researcher found that many customers have a need of having easy services and also holiday’s packages and there this need is also satisfied with respect and good performance. Most of the customers are trying to get the packages of GOA and many other countries, because it is the easiest way to go for holidays and enjoy the weekends. But there are also some people who also prefer to have just visited different states like, Kerala, Rajasthan, Dubai, etc.

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ANNEXURE

Questionnaires

Q.1 Do you like the products and services of “Sachinam Holidays”?

Ans: ( ) Yes ( ) No

Q.2 Which services do you like the most?

Ans ( ) International air tickets ( ) Domestic air tickets’

( ) Outbound Tours ( ) Inbound Tours

Q.3 Are you satisfied with “Sachinam Holidays” in regards to price? Ans ( ) Yes ( ) No

Q.4 Are you satisfied with “Sachinam Holidays” in regards’ to customer service.

Ans ( ) Yes ( ) No

Q.5 Do you have any future plan? If Yes, than are you interested in taking

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Services from “Sachinam Holidays” again?

Ans ( ) Yes ( ) No

Q.6 Should “Sachinam Holidays” improve their quality of Tour Packages?

Ans ( ) Yes ( ) No

Q.7 Do you want to repurchase products and services from“Sachinam Holidays”?

Ans ( )Yes ( ) No

Q.8 Will you recommend “Sachinam Holidays” to a friend or relative?

Ans ( ) Yes ( ) No

BIBLIOGRAPHY

The following are the sources from which all the data has been collected and used in the project report.

[Online] [Cited: 15 June 2010.] http://www.goaindiatourism.org.

[Online] [Cited: 15 June 2010.] http://www.goatourism.gov.in.

[Online] [Cited: 16 June 2010.] http://www.tourism.nic.in.

[Online] [Cited: 16 June 2010.] http://www.wikipedia.org.

[Online] [Cited: 7 June 2010.] http://www.sachinam.com.

[Online] [Cited: 25 June 2010.] http://www.tourism.gov.in/statistic/.

[Online] [Cited: 12 june 2010.] http://sidestore.com/.

Bhardwag., D.S. Domestic tourism in India.

Holden, Andrew. Environment and tourism. 2nd edition.

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s.l. : Goa today magazine.

s.l. : Outlook traveller.

Personal Observation

Help of Sachinam Staff

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