service marketing: 7p's, service blueprint, serviqual model analysis

1. Service Marketing
Presented by:
Ayushi Jain -PGFA1635
Ayushi Pathak -PGFA1636
Diksha -PGFA1645
Divyanshi Dayalani -PGFA1646
Nandini Goswami -PGFA1657
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2. Industry Overview
 Travel and tourism is the largest serviceindustry 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.
 Betterlodging facility has been a factor which has contributedto increaseforeign tourist arrival
 The policies implementedby the government of India has boosted to the Indian tourism and hospitality industry
 India’s traveland tourism industry is set to grow by about 7.3%
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3. 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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4. 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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5. 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
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6. PROBLEMS FACED BY THIS SECTOR
 Business hurdles
 Attacks on women
 Security concern
 Concerns about industry growth
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7. 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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8. Service Blueprint of8

9. 7P’s- Marketing Mix
 PRODUCTS
 PLACE
 PRICE
 PROMOTION
 PEOPLE
 PHYSICAL EVIDENCE
 PROCESS
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10. 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
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Average Weighted Servqual Score (Total/5) = -12

11. 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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