brif discription about the aspect of services use in tourism industry

1. Tourism
PRESENTED BY :
IKRAM VORA
ANURAG SHIRODKAR
AMEYA KOYANDE

2. Flow of Presentation
 Tourism Sector
 Statistics on Tourism
 FDI & Other Policies
 Veena World
 Characteristics of Tourism (VIIP)
 7 P’s of Tourism

3. Indian Tourism Sector
 Medical and Healthcare Tourism,
 Adventure Tourism,
 Heritage Tourism
 Eco Tourism
 Rural tourism
 Pilgrimage tourism

4. Tourist Industry Intermediaries
 Travel Agents.
 Tour companies.
 Hotel Companies.
 Transport Companies.

5. Tourism & Hospitality Segments
Accomodation
+ Catering
Hotels + Restaurants
Transportation
Airlines, Railways, Cruises, Car
Rentals, Buses
Travel Agents Travel Agents + Online
Attractions
Monuments, Museums,
Beaches, Hills, Sanctuaries,
Festivals, Events, etc
Tour Operators
Customised tours, travel,
accomodation, sightseeing

6. Popular States in Tourism
 Most popular states for Foreign tourists :
- Maharashtra, Tamil Nadu and Delhi,
Rajasthan, Punjab
 Most popular states for Domestic tourists:
- Maharashtra, Uttar Pradesh, Andhra
Pradesh and Tamil Nadu, Chennai,
Delhi, Maharashtra, Rajasthan,

7. Measures for Tourists Satisfaction

8. Customer Satisfaction Equation
Actual Service > Expectations =
Actual Service = Expectations =
Actual Service < Expectations =

9. Statistics on Tourism
( Source : The Economic Times )

10. ( Source : The Economic Times )

11. ( Source : The Economic Times )

12. FTA Growth %
( Source : The Economic Times )

13. Foreign Tourist Arrivals
( Source : The Economic Times )

14. Foreign Tourists Arriving in India
( Source : The Economic Times )

15. Gender Distribution of Foreign
Tourists Arrival
( Source : The Economic Times )

16. Age-group Stats
( Source : The Economic Times )

17. Foreign Exchange Earnings
From Tourism in India
( Source : The Economic Times )

18. Direct Contribution of Tourism
& Hospitality to GDP
( Source : The Economic Times )

19. FDI
 The government has permitted 100% FDI under the automatic route
 According to the Department of Industrial Policy and Promotion (DIPP)
- Tourism sector attracted around US$ 7,661.6 million of FDI
 During the 11th Five-Year Plan, the tourism ministry had sanctioned an
amount of Rs. 31.13 billion for 991 tourism infrastructure projects,
- including Rural Tourism and Human Resource Development Projects

20.  Travel and tourism is a USD 32 billion business in
India
 Expected inflow of USD 12.17 billion in investments
over the next two years

21. Expectation of World Travel &
Tourism Council (WTTC)
 India’s travel and tourism sector is expected to be the second-
largest employer in the world
 Employing 40,37,000 people, directly or indirectly, by 2019.

22. Top 10 Travel Sites
 MakeMyTrip
 Yatra
 Clear trip
 Thomas Cook
 SOTC
 Cox & Kings
 Ezeego 1
 Top Travels
 Travelocity India
 Expedia

23. VEENA WORLD

24. About VEENA WORLD
 Industry : Hospitality, Tourism
 Predecessor : Kesari Tours
 Established on 18th June 2013
 De-merger of the family business Kesari Tours Pvt
Ltd. in February 2013.
 India based online/offline travel company
 Headquarter : Kandivali, Mumbai, India
 Managing Director : Veena Patil
 Products : Package Holidays, Cruise lines
 Number of employees : 250 (2013)

25. Types of Tour Packages
 Honeymoon Special
 Women’s Special
 Seniors’ Special
 Students’ Special
 Jubilee Special
 Especial Itinerary
 Signature holidays

26. Intangibility
Inseparability
Variability
Perishability
Can’t be seen, tasted, felt, heard,
or smelled before purchase.
Can’t be separated from service
providers.
Quality depends on who provides
them and when, where and how.
Can’t be stored for later sale or use.
Characteristics of Tourism

27. Variability
 Managing consistency
 Standardized procedure
 Taking care of individuals
 Educate customers
 Train contact and non-contact employees
 Manage supplier’s quality

28. Inseparability
Treatment/ Interaction with tourists
Communication with tourists
Managing employees
Managing customers/ tourists

29. Intangibility
 Mementos /Souvenirs
 Discounts
 Easy recall of the brand for next trip

30. Perishability
 Recalls and adjustments
 Engage in post-purchase communication
 Stimulate “Word of Mouth” & Publicity

32. Product
Defining and communicating the
distinguishing characteristics of the product
to the consumer is the key in tourism service.
A tourism product consists of 2 components
 Attributes eg-rooms ,transport
 Benefits eg- Learning,exploring

33. Price
 The actual cost of providing the product
 Industry standards
 Profit Margin
 Value for money

34. Place/Distribution
 Tour Location
 Transport Facilities

35. Promotion
The most important consideration to bear in the
mind while selecting communication channels and
tools are:
Best types of channel and target market
 Websites
 Social Sites
 Newspapers
 Magazines
 TV Advertising
 Road side Hoardings
 Sponsorship

36. Process
 There are different types of processes
involved in running a tourism company
for example
adminmistration,traning,planning,stategisi
ng,recruting,distribution,marketing etc
Execution
Experience
ReviewInquiry
Booking

37. People
 Travel Agents.
 Tour Organizers
 Hotel Staff.
 Transport Staff.

38. Physical evidence
 Ticket
 Photo Gallery
 Websites

39. Thank
You