Service Marketing

Presented by:

Ayushi Jain -PGFA1635

Ayushi Pathak -PGFA1636

Diksha -PGFA1645

Divyanshi Dayalani -PGFA1646

Nandini Goswami -PGFA1657

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Industry Overview

Travel and tourism is the largest service industry in India

This industry provides heritage, cultural, medical, business and spot tourism.

Tourism sectors contributes to the country’sgross domestic product will with growth rate of 7.8% yearly.

Better lodging facility has been a factor which has contributed to increase foreign tourist arrival

The policies implemented by the government of India has boosted to the Indian tourism and hospitality industry

India’s travel and tourism industry is set to grow by about 7.3%

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About the Company

Make My Trip is India’s leading an online travel company

It was founded in the year 2000 by Mr. Deep Kalra

They are offering various services like airline tickets booking, hotel reservations, car rentals, travel

packages and holidays in India

Make my trip is 24X7 on line portal

In Dec. 2007, Make My Trip won the “best Online Travel Agency in India” award

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Major Player in the Industry

Thomas cook India Private limited

Cox and king India Private limited

Kuoni Global Travel services

Clear trip

Expedia.co.in

Yatra.com

The Leela Palaces

Goibibo

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LATEST TRENDS IN TOURISM SECTOR

Growing options for low budget travelers

Visa on arrival boosting tourism

Rise of boutique hotels

Exploring new destinations

Travel tradeshows promoting tourism

5

PROBLEMS FACED BY THIS SECTOR

Business hurdles

Attacks on women

Security concern

Concerns about industry growth

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Moments of Truth

Flight check ins as per the information floated

Service at the arrival

Car service at every pick up point

Hotel room allotted as per the requirement and instructions

Timely execution of the itinerary

Professional and empathetic employees

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Service Blueprint of 8

7P’s- Marketing Mix

PRODUCTS

PLACE

PRICE

PROMOTION

PEOPLE

PHYSICAL EVIDENCE

PROCESS

9

AVERAGE WEIGHTED SERVQUAL SCORE

FACTORS SCORE IMPORTANCE

WEIGHT

WEIGHTED

SCORE

RESPONSIVENESS 3 10 30

ASSURANCE 1 30 30

TANGIBILITY 1 10 10

EMPATHY -2 20 -40

RELIABILITY -3 30 -90

10

Average Weighted Servqual Score (Total/5) = -12

Recommendations

At their website they should avail the services of 3d view of hotels and other

services being offered

Some amount of decision making must be delegated to the employees so

that they can confidently respond to the customer’s uninvited queries

The tangibility should be more as we are more reliable on others for our

services

They should focus more upon the accuracy factor to increase their reliability

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