HISTORY OF INDUSTRY HISTORY OF COMPANY

Industry Profile
Why do people travel? There are many reasons for traveling like, to know the culture and heritage of other places, history of other place, adventure tourism, for the sack of relaxation, entrainment, enjoyment, business purpose, and finally for health in the sense for curing from the diseases. History of Tourism Tourism can be defined as the act of travel for the purpose of recreation, and the provision of services for this act. A tourist is someone who travels at least eighty kilometers (fifty miles) from home for the purpose of recreation, as defined by the world tourism organization. A more comprehensive definition would be that tourism is a service industry, comprising a number of tangible and intangible components. The tangible elements include transport systems - air, rail, road, water and now, space; hospitality services accommodation, foods and beverages, tours, souvenirs; and related services such as banking, insurance and safety & security. The intangible elements include: rest and relaxation, culture, escape, adventure, new and different experiences. Much sovereignty, along with their respective countries and states, depend heavily upon travel expenditures by foreigners as a source of taxation and income for the enterprises that sell (export) services to these travelers. Consequently the development of tourism is often a strategy employed either by a Non-governmental organization (NGO) or a governmental agency to promote a particular region for the purpose of increasing commerce through exporting goods and services to non-locals. Sometimes Tourism and Travel are used interchangeably. In this context travel has a similar definition to tourism, but implies a more purposeful journey.

The term tourism is sometimes used pejoratively, implying a shallow interest in the societies and natural wonders that the tourist visits. As such it is used as a pejorative term about heterosexuals who visit gay bars to "watch the natives" and "experience the culture" without integrating themselves into it (unlike a Dyke Tyke), or bisexuals, typically already in a heterosexual relationship, who frequent gay bars for the purpose of procuring one-off gay sex (both terms are used almost exclusively by the gay community). Prerequisite factors: "Travel", as an economic activity, occurs when the essential parameters come together to make it happen. In this case there are three such parameters: 1. Disposable income, i.e. money to spend on non-essentials 2. Time in which to do so. 3. Infrastructure in the form of accommodation facilities and means of transport. International mass tourism Increasing speed on railways meant that the tourist industry could develop internationally. By 1901, the number of people crossing the English Channel from England to France or Belgium had passed 0.5 million per year. However it was with cheap air travel in combination with the package tour that international mass tourism developed after 1963. For the worker living in greater London, Brindisi today is almost as accessible as Brighton was 100 years ago.

Government Policy: The objective of this report is to assess the impact of Tourism Policy on the tourism sector and make a preliminary study of the possible impact such policy imperatives might have on the socio-economic fabric of the country. The study, commissioned by

EQUATIONS, Bangalore, utilized a methodology involving a historical preview of the evolution of Tourism Policy since 1982, and an exploratory assessment of the impact.

Major Policy Initiatives: To take full advantage of the national heritage in arriving at a popular campaign for attracting tourists; To promote tourist resorts and make India a destination of holiday resorts; To grant the status of an export industry to tourism; To adopt a selective approach to develop few tourist circuits; and, To invite private sector participation into the sector.

The National Action Plan for Tourism, published in May 1992, and tabled in the Lok Sabha on 5 May 1992, charts 7 objectives as central concerns of the Ministry:

socio-economic development of areas; increasing employment opportunities; developing domestic tourism for the budget category; preserving national heritage and environment; development of international tourism; Diversification of the tourism product., and, increase in India's share in world tourism (from the present 0.4% to 1% during next 5 years)

What steps should be taken to help the tourism and hospitality industries into constructive performance?

Today, it is very essential for the union and state government along with private entrepreneurs, to work together as a team towards a common goal. State governments need to realise that, it is essential to allot a substantial budget towards tourism. It is necessary for the local governments to work towards

rationalizing taxes. For the travel industry and hoteliers, it is necessary for them to participate in tourism related infrastructural development of the country. As for the centre, it is working towards strengthening the relationships between all sectors. Definition of Holiday Package

What makes a package holiday? The definition of a package holiday is complex, but a package holiday must: be sold or offered for sale be sold at an inclusive price be pre-arranged Include a minimum of two of the three elements of: Transport Accommodation

Company Profile
Home Stop Traveler Club was started on 8th August 2008. The Owner of Home Stop Traveler Club was Mitesh Baldha. He had started the business with only investment of 150000 Rs. The firm was grown on incremental rate continuously. He had started the business with few Services and he had started firm with few facilities. The Home Stop Traveler Club is located at puna gam, and it was started on lease, but now a day the firm has owned that place. After 2 years two partners were joined in this business- Mr. Chatur Baldha and Mr. Mitesh Baldha. The firm was grown rapidly after joint of two partners. On that time there were 5 employees Home Stop Traveler Club. (HST) is Gujarat premier tour and travel organization, established in 2008. It has a presence across 2 cities in Gujarat and 2 offices overseas in Surat, Vadodara. HSTs core activities are leisure travel inbound tourism, Services Hotel Booking, Online Railway ticket, Flight Ticket, Bus Booking. HST offers travel services through toll free numbers, personalized tour organizers and on-line secure bookings on www.homestoptraveler.com. HST Providing Different Services are as Follow: Online Railway Booking, Online Flight Booking, Online Bus Booking, Online Hotel Booking, Tour Packages.

 DEFINITION OF CUSTOMER RETENTION & EXPECTATION WHY PEOPLE COMPALINING LITERATURE REVIEW

Theoretical Background Customer Retention & Expectation

Customer Retention: It is defined as the activity that a selling organization undertakes in order to reduce customer defections. Successful customer retention starts with the first contact an organization has with a customer and continues throughout the entire lifetime of a relationship. A companys ability to attract and retain new customers, is not only related to its product or services, but strongly related to the way it services its existing customers and the reputation it creates within and across the marketplace. Customer retention has a direct impact on profitability. Customer Expectation: It is defined as the perceived-value customers seek from the purchase of a good or service. The major six customer expectations are: customers expect solid information, customers expect options, customers expect superior communication, customers expect consulting, and customers expect a seamless relationship. Meeting these expectations will cement the relationships, increase their satisfaction, help to gain customer loyalty, and which intern retains the business.

Why do Customers Complain? Obtain restitution or compensation: Often consumers complain to recover some economic loss by seeking a refund, and have service performed again. Vent their anger: some customers complain to rebuild self-esteem and to vent their anger and frustration. When service processes are bureaucratic and unreasonable or when employees are rude, deliberately intimidating or

apparently uncaring, customers self-esteem, self-worth, or sense of fairness can be negatively affected. They may become angry and emotional. Help to improve the service: when customers are highly involved with a service, they give feedback to try and contribute toward service improvement. For altruistic reasons: some customers are motivated by altruism. They want to spare other customers from experiencing the same shortcoming, and they may feel bad if they fail to draw attention to a problem that will cause difficulties for others if it remains uncorrected.

Literature Review
Uvaisuvi KSB, Calicut conducted A Study On online service Awareness, with special reference to Railway Ticket at TCI Club in his study he tried to find out the influence of Awareness on online service and through his extensive analysis concluded that online service awareness has a real and significant influence on the online service Preferences of the customers. (2004) Madukar N conducted a study on A Study On Customer Expectation about online Services of Flight Booking from Make My Trip in the city of Ahmadabad in his study he concluded that the Customer Expectation about online Services of Flight Ticket was quite high and the facing a tough competition from other small Service industries like TCI, Yatra etc. (2006) Damodar P conducted a study on A Study On Customer retention in Tourism Industry from Tour Club Express Travels Pvt Ltd Agent in the city of Chennai, in this study he included the total ratio of Customer loyalty and also concluded in his extensive analysis that Customer expectation in Tourism Industry real and significant influence on the Customer retention of different service companies. He also included the test and preferences of the different online services uses by the customer. (2009) Asia Pacific and Training Institutes in Tourism (APETIT), United Nations Environment Programme (UNEP), International Labour Organization (ILO), World Tourism Organization (WTO) and the World Travel and Tourism Council (WTTC) etc., for development of human resource to achieve productivity at maximum level in travel and tourism industry have not made in-depth country specific study pertaining to HRD and productivity in Indias tourism sector, particularly after the implementation of the policy of economic liberalization.

 RESEARCH PROBLEM RESEARCH OBJECTIVE RESEARCH METHOD & SOURCES OF DATA RESEARCH TOOLS & SCOPE SAMPLING OF RESEARCH ADVANTAGES OF RESERCH LIMITATION OF RESEARCH

Research Methodology
Methodology means method by which a research is undertaken or done. It is very much important for research work.

Issue Identification Research Design Sampling & Data Collection

Data Analysis Research Report Preparation

1. RESEARCH (PROBLEM) IDENTIFICATION: The first and the most important steps of marketing research are properly defining the problem. A problem well defined I half solved. If the problem is poorly defined then result of research is faulty. It is difficult to lay down any concise prescription for recognizing problem. A person with an inclusive nature and the necessary background would recognize a problem or an opportunity in less time than another who lacks these qualities. Once the researcher has identified two or more than two problems or opportunity, the next question he should be concerned with is which of the problem is to be selected?

A research problem, in general, refers to some difficulty which a researcher experiences in the context of either a theoretical or practical situation and wants to obtain a solution for the same. The study knows the actual problem of customer retention & expectation and also knows the step to solving the problem. 2. RESEARCH OBJECTIVES: To know the customer retention & expectation in tourism industry. To identify what is the expectation of customer from the industry. To measuring customer loyalty about service from the industry. To know how to maintain improvement.

3. RESEARCH MEHTODS & SOURCE OF DATA: The task of data collection begins after the research problem has been defined. There are basically two types of data: Primary Data: Primary data can be gathered slowly at a high cost but is offers greater accuracy and reliability. The source of primary data is: Customer Questionnaire

Secondary Data: The quickest and most economical way is to go through the available secondary data. A specific problem can be solved by searching data are either internal or external. Secondary data already exists. It saves times. It a cheaper source of data. The source of secondary data is:

Library Internet Magazines News paper etc.

4. RESEARCH TOOLS & SCOPE: Research design is the plan, structure and strategy of investigation to obtain answers to the issue (problem) According to Green and Tull, A research design is the specification of the methods and procedures for acquiring the project that indicates what information is to be collected from which sources and by what procedures. Exploratory Research Design Conclusive Research Design

SCOPE OF THE STUDY: The scope of the study is limited only up to Katargam, Varachha and Parvat patiya. Scope of the study is limited to general public like student, service persons, business men, house wives of Surat city. This report is useful for the partial fulfillment of post graduation and also for the company. 5. SAMPLING OF REESARCH: Sampling is a process of selecting a segment from the universe or population to obtain information ascertains able reliability about the population.

 Sampling Plan: Before deciding on the research approach the researcher must design a sampling plan. Simple survey means selecting a group of respondents from among the population. In sample survey, the researcher has to decide the sample size. The objective of sampling is to choose a sample from among the population which will faithfully reproduce the characteristic of the population of universe. The two types of Sample, they are as follows: Probability Sampling Non-Probability Sampling

Sample design: A sample design is a definite plan for obtaining a sample from a given population. It refers to the technique of the researching would adopt in selecting items for the sample. Sample design is determined before data are collected.

Sampling frame: It means a list of sampling units from which a sampling units from which a sample is taken is called sample is taken is called sample frame, which could be a telephone directory, a list of localities of city a map or any other consisting of all any other consisting of all sampling units of population it consist of names & addresses of target customer.

Sampling unit: The sample unit for this research constitutes the organization that is the customer who is purchase the wheat flour in Surat city. Sample size:

The size of the sample should neither be excessively large nor too small. It should be optimum is now an optimum sample is one which fulfills the requirement of efficiency representativeness reliability and flexibility. The formula is given below n= p x q (z/e) 2 Where n= sample size p= probability of interested customer q= 1-p e= tolerable error z= level of confidence n= p x q (z/e) 2 = 0.85 x 0.15 (1.96/0.05)2 = 0.1275 x 1536.64 = 195.92 So I have taken approximate 200 sample size. 6. ADVANTAGES OF RESERACH: The company comes to know the customer Retention & Expectation from service Industry. This study helps to know the effectiveness of customer attractiveness. The company comes to know the current market position.

7. LIMITATION OF RESEARCH: The other limitation is respondents oneself. Some time respondents are not interested in filling questionnaire. Some of them tick anywhere without reading questions and because of that researcher cannot able to get exact information. The survey is more costly for the student as per financial point of view.

Unwillingness of some respondents to response due to the time factor and fear of identity.

HYPOTHESIS TESTING

1. AREA OF DATA ANALYSIS

AREA NO.OF RESPONDENT PERCENTAGE KATARGAM 44 22 VARACHHA ROAD 66 33 PARWAT-PATIYA 48 24 ADJAN 42 21 TOTAL 200 100

INTERPRETATION:-

The above chart shows that the 44 respondents are taken from the Katargam, 66 respondents are taken from Varachha, 48 respondents are taken from Parvat patiya and 42 respondents are taken from Adajan area in Surat city for the survey.

2. AGE WISE DATA ANALYSIS

AGE 25-35 36-45 ABOVE 45 TOTAL NO.OF RESPONDENTS 94 75 31 200 PERCENTAGE 47 37.5 15.5 100

INTERPRETATION:-

The above chart shows that respondents according to their age wise.94 respondents are between 35-45 ages, 75 respondents are between 36-45 age and 31 respondents are above 45 ages.

3. GENDER WISE DATA ANALYSIS

NO.OF RESPONDENTS 154 46 200 PERCENTAGE 77 23 100

GENDER MALE FEMALE TOTAL

INTERPRETATION:-

The above chart shows that the 154 respondents are male and 46 respondents are female in the survey. It means the proportion of male is very large.

4. OCCUPATION WISE DATA ANALYSIS

OCCUPATION SERVICE MEN HOUSEWIVES BUSINESS MEN TOTAL NO.OF RESPONDENTSS 134 22 44 200 PERCENTAGE 67 11 22 100

INTERPRETATION:The above chart shows that there are 134 respondents who are service men, 44 respondents who are business men, and 22 respondents are house wives.

5. INCOME WISE DATA ANALYSIS

NO.OF RESPONDENTS 72 93 35 200 PERCENTAGE

INCOME 0-20,000 20,001-35,000 ABOVE 35,000 TOTAL

36 46.5 17.5 100

RATING TOOLS VERY POOR POOR AVERAGE GOOD VERY GOOD TOTAL

NO.OF RESPONDENTS 0 7 53 112 28 200

PERCETAGE 0 3.5 26.5 56 14 100

INTERPRETATION:The above chart shows that the percentage wise distribution of income of respondents.72 respondents have income between Rs 0-20,000 per month. 93 respondents have income between Rs 20,001-35,000 per month. And 35 respondents have above Rs 35,000 per month.

6. FRIENDLINESS AND HELPFULNESS OF STAFF MEMBER?

INTERPRETATION: The above chart shown the rating of friendliness and helpfulness of staff member in which o respondents are says very poor, 7 respondents are says poor, 53 respondents goes with average, 112 respondents says good and 28 respondents give very good rating.

7. OVERALL PERFORMANCE OF STAFF MEMBER?

RATING TOOLS VERY POOR POOR AVERAGE GOOD VERY GOOD TOTAL

NO.OF RESPONDENTS 0 11 62 109 18 200

PERCETAGE 0 5.5 31 54.5 9 100

INTERPRETATION: The above chart shown the rating of overall performance of staff member in which o respondents are says very poor, 11 respondents are says poor, 62 respondents goes with average, 109 respondents says good and 18 respondents give very good rating.

8. SERVICE QUALITY PROVIDED BY STAFF MEMBER?

RATING TOOLS VERY POOR POOR AVERAGE GOOD VERY GOOD TOTAL

NO.OF RESPONDENTS 0 11 6 62 67 108 99 19 28 200

PERCETAGE 0 5.5 3 33.5 31 49.5 54 9.5 14 100

INTERPRETATION: The above chart shown the rating of service quality provided by staff member in which o respondents are says very poor, 6 respondents are says poor, 67 respondents goes with average, 99 respondents says good and 28 respondents give very good rating.

9. HELPING IN PROBLEM SOLVING?

RATING TOOLS VERY POOR POOR AVERAGE GOOD VERY GOOD TOTAL

NO.OF RESPONDENTS 0 9 52 116 23 200

PERCETAGE 0 4.5 26 58 11.5 100

INTERPRETATION: The above chart shown the rating of problem solving by staff member in which o respondents are says very poor, 11 respondents are says poor, 62 respondents goes with average, 108 respondents says good and 19 respondents give very good rating.

10. OVERALL EXPERIENCE WITH COMPANY?

INTERPRETATION: The above chart shown the rating of overall experience with company in which o respondents are says very poor, 9 respondents are says poor, 52 respondents goes with average, 116 respondents says good and 23 respondents give very good rating.

11. COMMUNICATION & INSRUCTION RECEIVED FROM STAFF MEMBER?

RESPONSE YES NO TOTAL NO.OF RESPONDENTS 166 34 200 PERCENTAGE 83 17 100

INTERPRETATION:The above chart shown that the out of 200 respondents 166 respondents are received clear communication & instruction from staff member and the ratio is 83%.

12. RECOMMONDED TO OTHER PEOPLE?

RESPONSE YES NO TOTAL NO.OF RESPONDENTS 174 26 200 PERCENTAGE 87 13 100

INTERPRETATION: The above chart shown that the out of 200 respondents 174 respondents are recommended to other people about the services and 26 respondents are not recommended to other people about services.

13. WHY PEOPLE RECOMMONDED TO OTHER PEOPLE?

SOURCES GOOD RELATION PRICE BBEHAVIOR SERVICES NO.OF RESPONDENTS 22 36 52 64 PERCENTAGE 12.64 20.69 29.89 36.78

TOTAL

170

100

INTERPRETATION: The above chart shown the why people recommended to other people about services in which out of 170 respondents, 22 respondents because of good relation with staff member, 36 respondents because of price, 52 respondents because of behavior of staff and 64 respondents because of services.

14. PRICE MORE AS COMPARE TO COMPETITORS?

RESPONSE YES NO TOTAL NO.OF RESPONDENTS 54 146 200 PERCENTAGE 27 73 100

INTERPRETATION: The above chart shown that the price comparison with competitors in which 54 respondents says price is high as compare to competitors the ration is 27% and 146 respondents says price is not high as compare to competitors the ratio is 73%.

15. SATISFIED WITH ACCOMMODATION?

RESPONSE YES NO TOTAL NO.OF RESPONDENTS 158 42 200 PERCENTAGE 79 21 100

INTERPRETATION: The above chart shown that the accommodation provided by company in which 158 respondents are satisfied with accommodation provided by company and 42 respondents are not satisfied with accommodation provided by company.

HYPOTHESIS TESTING
We have taken 25 samples before survey for pilot study in which 22 respondents are recommended to other people it means they satisfied with services

provided by company, and 3 respondents are not respondents are not recommended to other people it means they not satisfied with services provided by company. P = 0.85 Q = 0.15 We have taken 200-sample size for survey; in which we have found 174 respondents are respondents are recommended to other people it means they satisfied with services provided by company. n = 200 p = x/n = 174/200 = 0.87 Statement for Hypothesis testing Ho: p = 0.85 The Customers are recommended to other people it means they are satisfied with services provided by company. H1: p = 0.15 The Consumers are not recommended to other people it means they are not satisfied with services provided by company. Z cal. = | p-P | PQ/n = |0.87 0.85 | 0.85x0.15/200 = 0.02 0.025 = 0.8 Z cal. = 0.8 Z cal. < 1.96 so, we accept null hypothesis.