1. IMPROVING CUSTOMER SATISFACTION –
MONITORING PRE-TOUR SERVICES IN TRAVEL
INDUSTRY.
at
By
Athipet Abhijeet
14PGGMS002

2. Goods to service
Travel agency
Tangibility
Continuum of Evaluation from Product to service.

3. Destination
Ticketing
Hotel confirmations
VISA.
Coach and
other services
Services of A Travel Agency:

4. 4 Characteristics & 5 Parameters of evaluation for A Service:
Intangibility
Variability
Perishability
Inseparability
Tangibles
Empathy
Assurance
Responsiveness
Reliability

5. About Indian Out Bound Market & COX & KINGS.
 Indian out bound market fast growing than in bound ( nearly twice).
 Far east and Europe are the most often visited by Indians.
 Old Players- Cox and Kings, Thomas Cook, SOTC etc.
 Today’s Market leader- Make my trip. (Online service provider concurred the market share
of store based, traditional approached big players.)
 COX & KINGS- a brand positioned as “make moments memorable”.
Products in the Market:
 Group tours/ package tours.
 Flexible tour/ requirement bookings.
 VISA Consultation/ processing
assistance.
 FOREX ( Corporate, individual).
Niche products of CNK:
 Language specific Group Tours
(Ami Traval Kar- Marathi group
tours)
 Gaurav Yatra- tour for Vegetarian.

6. Customer Satisfaction In pre tour services

7. Simplified Interactions

8. “ Loss of credibility at one store is loss of credibility of all stores
of the organization.”
Managerial Question: “ What to do to decrease the loss of credibility of the organization”
Research objective: “What are the factors/ reasons for loss of credibility”
“ What hat is the frequency of its occurrence”
Research Question:
• What are the various interactions (both with client and internal) in pre tour services.
• What are the critical interactions in the process?
• What are the bottle necks and lapses that may occur in the process?
• What is the root cause of the lapse?
• What is the frequency of the lapse in that organization?
• Store performance and the pattern in which these lapses occur
Research Type: Exploratory Research

9. Data collection:
• Collection of lapses in the process by observation, Case study and depth interview (Clients, Sr.
Mangers).
• To find root cause of customer failure by factorization of lapses.
• Usage of 5 point Likert scale for collecting data.
• variable to subject ratio of 3:1, so data collected from 200 sourses.
• Continent stratified Sampling.
Strata -1: basis on department.
Strata -2: basis on designation.
Limitations:
due to norms of the organization the data for factor analysis .i.e. for level of dissatisfaction that
each laps may cause is could not be collected directly from clients.
The rating was taken from Sr. managers, managers and scale 2 officers which was highly correlated
with clients opinion.( from literature review).

10. KMO and Bartlett's Test
Kaiser-Meyer-Olkin Measure of Sampling Adequacy. .617
Bartlett's Test of Sphericity
Approx. Chi-Square 12725.598
Df 1830
Sig. .000
Results of Factor Analysis (PCA)
KMO >0.5 data is sufficient/ adequate.
Bartlett’s >0.5 the variables are highly
co related.
Eigen value >2.5.=> total variance
explained is 60%
No. Of factors: 7.
1st is most contributing of % and rest
<10% each

11. Discrepancy Faced:
NPD/ NDP- Not definitely positive or not positive definite.
The error indicates that your correlation matrix is not positive definite (NPD), i.e., that
some of the eigenvalues of your correlation matrix are not positive numbers.
 A correlation matrix will be NPD if there are linear dependencies among the variables, as
reflected by one or more eigenvalues of 0.
 If you had more cases in the file than variables in the analysis, list wise deletion could leave
you with more variables than retained cases. Pairwise deletion of missing data can also lead to
NPD matrices. Negative eigenvalues may be present in these situations.
 If there are more variables in the analysis than there are cases, then the correlation matrix will
have linear dependencies and be NPD.

12. Root Cause of Customer Failure:
 Providing wrong information.
 Lack of follow up
 Non responsive staff/non
supporting client.
 No transparency.
 Not being pro active
 Carelessness.

13. Store Performance Analysis
Mean 2.48
Mode 1
Count 25
Descriptive statistics:
Number of issues => count= 25
cases out of 162 cases (nearly
30%)
All root causes are coded as listed
above(1 to 6).
Mode=1 => the most occurring
issues is due to wrong information.

14. Stages in the Process Check Points Responsibility of
Planning
Understanding the customer requirements properly and suggesting a right
alternative of group tour or FIT. To fix clients expectations.
SO’s
Booking
 Clear dollar rate and its changes.
 Visa and document requirements submission duration (including Buffer
time).
 Payment time line made according to booking date informed to LO and
client.
 Also Probability of tour operation is to be touched up on to help clients
make any changes.
 The file to be handed over to LO’s is to be clearly specified about the
processing to be carried forward mentioning all details of countries of
travel, booing form signed, any specifics if any.
SO’s
Payment and Document collection
 Timeline specified by SO’s to be confirmed/ intimated to clients by LO.
 Though collection of payment is altered, document collection is to be
done priority.
LO
Follow- up
 Customers are to be kept informed about any changes made from tentative
and taken confirmation.
 Visa Submission, Processing timeline is to be intimated to clients.
 Any delay’s or implications are clearly informed and alternative
suggestions are to be discussed as a stand by plan.
LO’s, VO’s
Partly SO’s
(since SO’s are to be involved in the entire
process)
Hand over
Ensure customer is proactively informed from organizational end about
the hand over and is delivered at door step. ( if promised so)
If they are called to the store the hand over is to be kept readily packed
without making them wait in the store for any confirmations.
LO’s & SO’s
Recommendations made- A check list at every stage of process