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traveling as a service sector
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Online Travel Agency (OTA)
PROJECT ON MAKE MY TRIP.COMWith focus on Service
PREPARED BY :- Parmar Ajay R.
IMPORTANCE OF SERVICE SECTOR
The growth of the service sector has long been considered as an indicator of a country's economic progress.
Services are continually being launched to satisfy our existing needs and to meet needs that we did not even know we had.
Service organizations can vary in size from large corporations to small, locally owned businesses.
Services constitute over 50% of GDP in low income countries and as their economies continue to develop, the importance of services in the economy continues to grow.
Importance of tourism in whole service sector
Make My Trip (MMT) found in April, 2000
Offices in 23 cities across India
4 international offices in New York , San Francisco, Singapore and Sydney
Several franchise locations
Major market share
Every eleventh domestic flights in India booked via MMT .
COMPANY PROFILE
OFFERINGS
•Domestic : Within India•International : From India •Inbound : Overseas to India
Air Travel
•Hotels : Domestic and Int’l•Packages : –Domestic and Int’l–Conferences and Events
Hotel and Packages
•Rail•Bus•Car•Ancillary Services/Products
Other Segments
MMT SERVICE
Search EngineBooking Facility Airline tickets
Hotel reservations
Holiday packages Railways tickets
Bus tickets Car rentals
Customer care support
Website Call Centers
Makemytrip.com
OfferingInteraction
System
Interface
OTHER COMPETITORS
Others
1st
2nd
3rd
48%
24%
18%
10%
MARKET SHARE
Others
CONSUMER TOUCH POINTS
Website/Mobile
Store/ Travel Agents
Call Centre / Tele Agents
Consumer
ADDRESSING GRIEVANCES
x24 7Customer Care Support
Customer Feedback Form
OFFERS
INDIA INTERNET PENETRATION
US Japan Europe Brazil China India0%
10%
20%
30%
40%
50%
60%
70%
80%78% 76%
58%
36%32%
7%
Country
Inte
rnet
Pen
etra
tion
Internet penetration in India - 7% Number of users - 81,000,000
REASONS FOR TRAVELING
Emotional Reasons Planned ActivityStress Reliever
Travel lovers
TRAVEL AND AGE GROUP
International Travel
US/Europe/NZ– 45 – 50 yrs
South East Asia – 30 – 35 yrs
Domestic Travel
Religious Travellers – 50+ yrs(Vaishnov Devi, Chardham)
Weekend Getaways – 20 – 35 yrs
11
24
62
Airlines Railways
Multiple Offline
SERVICE TYPE RESPONSESTotal Number of Respondents : 43
INTERPRETATION
IDEATION
Solutions for problem areas in service were identified by ideation.
New Prospects :
New prospects in the service industry pertaining to hotel and holiday segment. Cricket hospitality package
Pilgrimage tourism package
TOURISM PACKAGE
SUGGESTION
They are providing best services to customers, and they have to maintain its quality.
They have to do more advertisement in media like T.V. , Internet.
Indian Travel Industry , greater potentials to be uncovered.
Innovative packages, Convenient offers and lucrative deals
Solutions , Outcome of research conducted in a small scale.
Research needs to be taken forward and conducted in a large scale.
Understanding traveler’s behavior and striking the right move would benefit travel agency greatly
CONCLUSION
Thank You
Happy Tripping