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IN-COMPANY TRAINING REPORT

ON

THE CUSTOMER SATISFACTION LEVEL WITH SPECIAL

REFERENCE TO PRIME CONNECTIONS

Submitted in partial fulfillment of the requirement of Bachelor of Business Administration (BBA)

Guru Jambheshwar University of Science & echnolo!y

rainin! Supervisor San!eeta "anocha

Submitted By#ul$it "ali$

Session : 2014 1!

"i#e$%o#&%e o' "is%&n$e E()$&%ion

G)#) *&+, es . Uni/e#si% o' S$ien$e Te$ no o3 His


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AC5NOWLE"GEMENT

A #ro%ect usually falls short of its e pectation unless !uided by the ri!ht person at the

ri!ht time & !ood opportunities' Success of a pro%ect is an outcome of sincere efforts channeled

in the ri!ht direction efficient supervision and the most valuable professional !uidance' his pro%ect would not have been completed without the direct and indirect help and !uidance of such

luminaries' hey provide me with the necessary recourses and atmosphere conductive for healthy

learnin! and trainin!'

am indebted to P#i+e Conne$%ions for providin! me an opportunity to under!o my

pro%ect with them' am !reat full to Ms6 S)7#i & H)+&n Reso)#$e E8e$)%i/e otal *eb

echnolo!y (#) +td' for !ivin! me the opportunity to wor$ in mar$etin! department'

,inally would li$e to than$ M F&+i Me+,e#s and M F#ien(s for their valuableinputs'

-./A0 J 1-.GA-./A0


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CONTENTS

2 ntroduction3 #rofile & -r!ani4ation Structure of the company5 -b%ectives of the study6 "ethodolo!y Adopted7 Analysis8 nterpretation of 0esult9 0ecommendations: 0eferences


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PREFACE

oday is the world of competition' n every sphere of life there is severe competition

and only those companies are runnin! successfully who are able to overcome their

drawbac$s as well as their wea$nesses and they are havin! a complete and immense

$nowled!e of what their customers employees need and want and how much

satisfaction one provides to its customers employees' #revention is better than cure is an

old time te tured sayin!'

#ro%ect report is an inte!ral part of the curriculum of Bachelors of Business

Administration' #ro%ect report preparation is a valuable e perience for mana!ement

students' his e poses them to functional areas of mana!ement and also provides them

an opportunity to be a part of the real corporate world' he report covers on ; o evaluate

consumer perceptions to various promotional offers'


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CHAPTER-1

INTRO"UCTION


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1616 OVERVIEW OF IN"USTRY AS A WHOLE

Althou!h the !eneral meanin! of the word tourism is $nown by all definin! tourism

precisely is not an easy tas$' "any scholars have define tourism as refers to

the phenomena and relationships arisin! from the travel and stay of people away fromtheir home from their normal home for a variety of purposes'

ourism is a pleasure activity in which money earned in one>s domicile is spent in the

places visited'

ourism is an activity involvin! a comple mi ture of material and psycholo!ical

elements' he materials one are accommodation the attractions and entertainment

available' he psycholo!ical factors include a wide spectrum of attitudes and

e pectations'

he followin! points emer!e from the above mention definitions< ourism is a pleasure activity concern with utili4ation of leisure hours' t is a temporary movement of people' t is an activity involves material and psycholo!ical elements'

TOURIST-THE CONCEPT

he ori!in of the word =tourist> dates bac$ to 23?3 A1' t has come from the word =tour>'

ourist can be defined as the voluntary temporary travelers travellin! in the e pectations

of pleasure from the novelty and chan!e e perienced on a relatively and non


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most profitable industries in the country and also credited with contributin! a substantial

amount of forei!n e chan!e'

Several reasons are cited for the !rowth and prosperity of ndia=s travel and tourism

industry' conomic !rowth has added millions annually to the ran$s of ndia=smiddle class a !roup that is drivin! domestic tourism !rowth'

han$s in part to its boomin! and outsourcin! industry a !rowin! number of

business trips are made by forei!ners to ndia who will often add a wee$end brea$

or lon!er holiday to their trip' ,orei!n tourists spend more in ndia than almost any

other country worldwide'

he ourism "inistry has also played an important role in the development of the

industry initiatin! advertisin! campai!ns such as the ncredible ndia campai!n which

promoted ndia=s culture and tourist attractions in a fresh and memorable way' he

campai!n helped create a colorful ima!e of ndia in the minds of consumers all over the

world and has directly led to an increase in the interest amon! tourists'

he tourism industry has helped !rowth in other sectors as diverse as horticulture

handicrafts a!riculture construction and even poultry'

Both directly and indirectly increased tourism in ndia has created %obs in a variety of related sectors'

he numbers tell the storyC almost 3D million people are now wor$in! in the ndia=s

tourism industry'

ndia=s !overnmental bodies have also made a si!nificant impact in tourism by requirin!

that each and every state of ndia have a corporation to administer support issues related

to tourism'


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he tourism industry in India is substantial and vibrant and the country is fast becomin!

a ma%or !lobal destination' ndia>s travel and tourism industry is one of them most

profitable industries in the country and also credited with contributin! a substantial

amount of forei!n e chan!e'

Several reasons are cited for the !rowth and prosperity of ndia>s travel and tourism

industry' conomic !rowth has added millions annually to the ran$s of ndia>s middle

class a !roup that is drivin! domestic tourism !rowth'

han$s in part to its boomin! and outsourcin! industry a !rowin! number of business

trips are made by forei!ners to ndia who will often add a wee$end brea$ or lon!er

holiday to their trip' ,orei!n tourists spend more in ndia than almost any other country

worldwide' ourist arrivals are pro%ected to increase by over 33E per year throu!h till3D25 with a 55E increase in forei!n e chan!e earnin!s recorded in 3DD:'

he ourism "inistry has also played an important role in the development of the

industry initiatin! advertisin! campai!ns such as the 'Incredible India' campai!n which

promoted ndia>s culture and tourist attractions in a fresh and memorable way' he

campai!n helped create a colorful ima!e of ndia in the minds of consumers all over the

world and has directly led to an increase in the interest amon! tourists'

Both directly and indirectly increased tourism in ndia has created %obs in a variety of

related sectors' he numbers tell the storyC almost 3D million people are now wor$in! in

the ndia>s tourism industry'

ndia>s !overnmental bodies have also made a si!nificant impact in tourism by requirin!

that each and every state of ndia have a corporation to administer support issues related

to tourism'

A new !rowth sector is medical tourism' t is currently !rowin! at around 5DE per

annum' "edical tourist arrivals are e pected to reach one million soon'

ndia>s unmatched /ie% o' $)isine is becomin! increasin!ly popular in the world and

will be developed as a special attraction' t is proposed to create a hi!hly s$illed
http://www.economywatch.com/business-and-economy/tourism-industry.htmlhttp://www.economywatch.com/business-and-economy/tourism-industry.htmlhttp://www.economywatch.com/business-and-economy/tourism-industry.htmlhttp://www.economywatch.com/business-and-economy/tourism-industry.htmlhttp://www.economywatch.com/business-and-economy/tourism-industry.htmlhttp://www.economywatch.com/business-and-economy/tourism-industry.html


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deals ofndian

ourism

Svagat (swa!at)

Sahyog(sahyo!)

sucna(soochna)

suvi2a(suvidha)sfa (safaai)

surkxa (sura$sha)

Sanrcna(sanrachna)

wor$force of culinary professionals throu!h an innovative incentive scheme not only for

ndia but also to promote ndian cuisine internationally'

he tourism industry of ndia is based on certain core nationalistic ideals and standards

which also reflects the quality dimension 0A 0 C

Swaagat or welcome (tan!ibles)

Sahyog or cooperation (empathy)

Soochanaa or information (reliability and responsiveness)

Sanrachanaa or infrastructure

Suvidha or facilitation(tan!ibles)

Safaai or cleanliness (tan!ibles)

and Surakshaa or security (assurance)'

he followin! table provides the ma%or tourist attractions in ndia by stateC


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ourist Attraction States best airport with three passen!er terminals'

P#i+e Conne$%ion & Co+7 e%e T#&/e So )%ion

ndia is a country full of surprises' t has everythin! a traveler would loo$ forward to

with absolute deli!ht' t has !ot some of the world s best beaches in Goa' here are some

of the best hill


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S6W6O6T ANALYSIS OF THE ORGANIDATION

STRENGTHS

o ,amily support

o Homplimentary s$ills

o de!ree insurance

o 0eady capital

WEA5NESSES

o 0eluctance from clients

o raditionalForthodo approach for !atherin! information

o .o prior e perience

o .o re!ular updates were !iven'

OPPORTUNITIES

o Untapped mar$et

o 6


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CHAPTER =

O9*ECTIVES


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O9*ECTIVES

o evaluate consumer perceptions to various promotional offers'

o se!re!ate types of promotions that wor$Fdo not wor$'

o evaluate perceived impact of the customer on the brand ima!e'


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CHAPTER 4

RESEARCH METHO"OLOGY


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METHO"OLOGY

RESEARCH "ESIGN

A research desi!n is the arran!ement of conditions for collection and analysis data

in a manner that aims to combine relevance to the researcher purpose with economy in

procedure'

"ore e plicitly the desi!n decisions happen to be in respect ofC

*hat is the study aboutX

*hy is the study bein! madeX

*here will the study be carried outX

*hat type of data is requiredX

*here can the data are foundX

*hat periods of time will the study includeX

*hat will be the sample desi!nX

Iow will the data be analy4edX

n what style will the report be preparedX

*hat techniques of data collection will be usedX

TYPES OF "ATA COLLECTE"

#rimary 1ataC < his data was collected by ma$in! a questionnaire which was

further done by one< to


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SAMPLING PLAN

A samplin! plan is a definite desi!n for obtainin! a sample from the samplin! frame'

Honvenient Samplin! technique was adopted' n this method the researcher select those

units of the population in the sample which appear convenient to him or themana!ement of the or!ani4ation where he is conductin! research'

n this study convenient & selective samplin! is done by the data collector'

S&+7 e Si e Me% o(o o3

Y SampleC 2DD

Y 0e!ionC 1elhiFGur!aon

Y -ne


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16 Ho. .&s % e e87e#ien$e

Mery #oor #oor .eutral Good Mery Good

D D 26 79 3?

Very Poor Poor Neutral Good Very Good0 0

1

!"

2#

In%e#7#e%&%ion:-Accordin! to a survey of 2DD people most people have said that their

last e perience was Good but not +avish as other service providers of tour &travel have

better deals in monitory and non monetary terms'


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=6 "i( o) $on%&$% % e T#&/e A3en$ 'o# &n % in3

Ioliday#ac$a!es

Iotels ,li!hts All ,#I Iotels &Iolidays

26 26 D 3? 3? 26

1 1

0

2# 2#

1

In%e#7#e%&%ion:-"ostly people have contacted the a!encies for overall pac$a!es as they

thin$ contactin! for overall pac$a!es rather than contactin! for individuals is more cost

savin!'


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46 A% % e %i+e o' ,oo>in3 (i( o) 3e% &n o''e#

Somethin! 1ifferent actics of 0aisin!Business

Hustomers areinfluenced

Good on Ho sBehalf

26 26 3? 65

1 1

2#

(

In%e#7#e%&%ion: -"ostly people have said that offers are !ood on company=s behalf

because they thin$ company offers these promotional offers %ust as they want to

attract more & more customers which will ultimately help in raisin! the company=s

business'


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!6 W &% >in( o' o''e#s (o o) i>e

Spouse s Ialf #rice

2 .i!ht free Guided ours 1isc' -n "eals 1isc' -n Iotels

27 65 29 22 25

1!

(

1"

111(

In%e#7#e%&%ion:-"ostly #eople li$e 2 .i!ht free offer because they thin$ it !ives an

e tra ni!ht free of cost' Also people thin$ that they are offered more discount in deals

with pac$a!es includin! 2 ni!ht free offer'


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6 C&n o) %e +e so+e o''e#s o# 7#o+o%ions in % e %#&/e $&%e3o# . i$ o)

% o)3 % .e#e %o%& )se ess

Hhild ,ree offer Han t Say .one

14 2J !

)hild *ree o+er )an,t Say None

1

2#

!"

In%e#7#e%&%ion:-"ostly #eople have said that accordin! to them .o offer is useless

until & unless it is not worth because people thin$ that everyone !ets some or the

other benefit from some offer'


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6 P#o+o%ion& o''e#s s o) ( ,e $on%in)e( o# no%

Tes .o

2DD D

-es No

100

0

In%e#7#e%&%ion:-veryone thin$s that offers should be continued as it is !ood on

company=s behalf as well as for the customers because throu!h offers they !et somethin!

free'


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J6 W &% 7% o' %#&/e is +o#e &77#o7#i&%e 'o# o''e#s

Iolidays & Iotels ,li!hts Iolidays & ,li!hts ,li!hts & Iotels

! 2D 2: 26

!"

101&

1

In%e#7#e%&%ion:-"ostly people have said that Iolidays & Iotels should be more

focused upon because whereas ,li!hts are concerned they are now cheaply available

whatever the destination is so - As should focus more upon Ioliday & Iotel

#ac$a!es'


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10 ' S)77ose % e#e e 2 $o+7&nies A9C KYD A9C is o''e#in3 +&n o''e#s

KYD is no% o''e#in3 &n >in( o' 7#o+o%ion& o''e#s on i%s 7o#%& so

. &% (o o) % in> % &% ,o% o' % ese $o+7&nies .i ,e I+&3e

Pe#$e7%ion X

2st is new & 3nd is branded 2st is well reco!ni4ed &

3nd is not much

Both are well established

79 26 3?

!"

12#

In%e#7#e%&%ion:-"ostly people thin$ that 2 mi!ht be a new one & 2 mi!ht be a Branded

because the company which is offerin! much offers is new & is tryin! to ma$e its

stron!er in the mar$et as it>s a new one & will ta$e some time to ma$e itself competitive

with other bi! players'


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116 A#e o) &.e o' % e $)##en% P#o+o%ion& 7 &ns % &% e % e#e in P#i+eConne$%ions

Tes .o

D 2DD

-es No

0

100

In%e#7#e%&%ion:- .o one is aware about the current promotional plans because the main problem which the customers have faced with is that they were not been provided with

any updates whether throu!h mail or S"S so that they mi!ht have have purchased a

new product after !ettin! informed throu!h updates'


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CHAPTER ?

INTERPRETATION OF RESULTS


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INTERPRETATION OF RESULTS

2' hrou!h this study came to $now what real position does #rime Honnections

holds in the mar$et'

3' came to $now what people have to say about the company after ta$in! services

we can say somethin! li$e feedbac$'

5' came $now what offers really wor$ & what does not wor$ at all'

6' *hat worth does which offer holds in the customer=s mindX

7' *hat type of new offers should be introducedX

8' *hich offers should be discarded from the companyX

9' *hat $ind of other features should be included in the travel portal of the

companyX

:' *hich sectors are there which are still less reached or sectors with incomplete

$nowled!e'


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CHAPTER

SUGGESTIONS


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SUGGESTIONS

2' #rime Honnections should continue !ivin! some of these offers li$e 3Z2

companion offer 3 ni!hts free stay offer'

3' -ffers are a very important part for ravel based company'

5' #eople are motivated by many of these offers '

6' #rime Honnections is reachin! people at a very lar!e scale but still it have to

maintain its loyal customers by !ivin! them proper $nowled!e timely'

7' -ffers also raises company=s business'

8' #rime Honnections should !ive re!ular updates to its customers via email or sms

or any other way possible'

9' #rime Honnections should contact more to its previous customers for buildin! a

stron! relationship'

:' Hompany should thin$ on the su!!estions su!!ested by the customers because

customers are the end users of the services'

LIMITATIONS OF THE STU"Y

2' "any people were there who were not even ready to !ive the feedbac$ throu!h

mails'

3' "any were there who were not even ready to listen about what $ind of feedbac$

they have to !ive'

5' "any were there who was not ready to meet face


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ANNEKURE


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2' Iow was the e perienceX

Mery #oor #oor .eutral Good Mery Good

3' Iow did you do your boo$in!sX

-ffline -nline

5' 1id you contact the ravel A!ency for anythin!X

Ioliday

#ac$a!es

Iotels ,li!hts All ,#I Iotels &Iolidays

6' At the time of boo$in! did you !et any offerX

Somethin! 1ifferent actics of 0aisin!

Business

Hustomers areinfluenced

Good on Ho sBehalf

7' *hat $ind of offers do you li$eX

Spouse s Ialf

#rice

2 .i!ht free Guided ours 1isc' -n "eals 1isc' -n Iotels

8' *hat $ind of offers you find compellin!X

,ree .i!ht Stay Iotel Up !radation ,ree Stay 1epends on rips


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9' Han you tell me some offers or promotions in the travel cate!ory which you

thou!ht were totally uselessX

Hhild ,ree offer Han t Say .one

:' #romotional offers should be continued or notX

Tes .o

?' *hat part of travel is more appropriate for offersX

Iolidays & Iotels ,li!hts Iolidays & ,li!hts ,li!hts & Iotels

2D' Suppose there are 3 companies ABH & [T ABH is offerin! many offers &

[T is not offerin! any $ind of promotional offers on its portal so what do

you thin$ that both of these companies will beX ma!e #erceptionX

2 is new & 3 is branded 3 is well reco!nised & 2 is

not much

Both are well established

22' Are you aware of the current #romotional plans that are there in #rime

Honnections X

Tes .o


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9I9LIOGRAPHY


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BIBLIOGRAPHY

16 9oo>s:

"ar$etin! "ana!ement C A South Asian #erspective by #hilip /otler /evin/elly Abraham /oshy and "ithileshwar Jha 25th dition #earson #ublication'

0esearch "ethodolo!y C "ethods & echniques by H'0'/othari 3 nd dition .ew

A!e nternational (#) +imited #ublishers'

26 We,si%es:

httpCFFen'wi$ipedia'or!Fwi$iF ourism\in\ ndia

httpCFFtourism'!ov'inF ourism1ivisionFAbout1ivision'asp X .ame]"ar$et

E3D0esearchE3DandE3DStatistics

httpCFFtourism'!ov'inF#a!esFAnual0eportArc'asp

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