NAME : AMRITA BHAT

CLASS: TYBMS /C
ROLL NO:144
SUBJECT: SERVICE SECTOR MANAGEMENT
SECTOR: TOURISM SECTOR

ACKNOWLEGEMENT
I would like to thank my project guide Prof. ARCHANA NAIR for her
involvement in my project work and timely assessment that provided
me inspiration and valued guidance throughout my study.
I am highly indebted to DR. MRS. SHAKUNTALA A. SINGH,
Principal K.G. Joshi College of Arts & N.G. Bedekar College of
Commerce, for giving me an opportunity to do a project. I would like to
thank PROF. MR.D.M. MURDESHWAR, course coordinator, for his
friendly guidance and constant encouragement.
And thanks and appreciations to all those people who have willingly
helped me out with their abilities.










Index page no
1. Introduction to service sector

2. Introduction to tourism sector

3. Company profile

4. Characteristics of service

5. Classification of service

6. Service marketing mix

7. Complaint handling system

8. Conclusion





Service sector
Services are the activities, benefits or satisfactions which are offered
for sale or are provided in connection with the sale of goods
-According to American Marketing Association

A services is a act or performance offered by one party to another.
Although the process may be tied to a physical product, the performance
is essentially intangible and does not normally result in ownership of any
of the factors of production.
Services are economic activities that create value and provide benefits
for customers specific times and places, as a result of bringing about
desired change in or on behalf of the recipient of the service.
Services are those separately identifiable, essentially intangible activities
which provide want satisfaction, and they are not necessarily tied to the
sale of a product or another service. To product a service may or may
not require the use of tangible goods. However when such use is
required, there is no transfer of title to these tangible goods.
One of the common method of defining a service is to distinguish
between the core and peripheral elements of that service. The core
service offering is the necessary outputs of an organisational which are
intended to provide the tangible benefits customers are looking for.
Peripheral services are those which are either indispensable for the
execution of the core service or available only to improve the overall
quality of the service bundle.


Introduction to Tourism sector
Tourism is one of the major engines of economic growth in
most parts of the world including India. In 2011, the contribution of tourism
to the countrys GDP, and to total jobs (direct and indirect) in the country
was estimated at 8.8 per cent, and 7.5 per cent respectively. In absolute numbers,
the total number of tourism jobs in the country increased from 38.6 million in
2002-03to 37,655,000 jobs in 2011.According to the UN World Tourism
Organization, tourism provides 6 per cent to 7 per cent of the worlds total jobs
directly and millions more indirectly through the multiplier effect in this
sector.
Tourism also plays an important role in the countrys foreign
exchange earnings, as its share in Indias export of services accounted
for 13 per cent of the total export of services in2009-10.In India, the tourism
sector witnessed significant growth in recent years. The tourism industry earns
foreign exchange worth 21,828 crore. Previous year the growth rate of the
tourism sector of Indian economy was recorded as 17.3% .During the period
2004 to 2009, the CAGRs of foreign tourist arrivals and foreign exchange
earnings from tourism in rupee terms were 8.1 percent, and 14.5 per cent
respectively. The foreign exchange earnings from tourism in the year2010
witnessed a growth of 18.1 per cent over the previous year in rupee terms
compared to the decline of 3.3 per cent in 2009.

Domestic tourism also plays an important role in overall tourism
development in the country. The number of domestic tourist visits increased to
650 million in 2009 as compared to 562.98 million in 2008, witnessing a growth
of 15.5 per cent in spite of various adverse factors during this period. The growth
in the tourism industry is due to the rise in the arrival of more and more foreign
tourists and the increase in the number of domestic tourists.

Kesari tours and travels
Kesari Tours is a premium travel company, which offers world-
class holidays in India and around the world. The motto of organization
is No compromise on quality. At Kesari Tours, they have made a
motto that if they make a promise to their customers, they honor it.
They believe in honest, transparent deals. No hidden costs and no
compromise on sightseeing. They strive for 100% satisfaction of
tourists. The company enjoys an immense goodwill. Thats what they
earned out of their beliefs. It offers tour escorts services, pre-departure
services, customized packages, and staying and guest services. Kesari
Tours operates various destinations in India, including Himachal,
Rajasthan, Kerala, Kashmir, and Nainital as well as Europe, South
East, Asia, America, Australia, New Zealand, Mauritius, Japan, China,
and South Africa. The company markets its products through sales
agents. Kesari Tours Pvt., Ltd. was founded in 1984 and is based in
Mumbai, India with branch offices in Pune , Bangalore, Ahmedabad,
Thane, Nagpur, and Kolhapur.
WHY KESARI
One Line Tour Price, Always All Inclusive. No Additions - No
Confusion, No Hidden Costs.
No Advertising Gimmicks. No Optional Sightseeing. No Extra
Expenses to be paid On Tour.
Driver and Guide Tip Included in the tour price.
Guarantee of Carry Zero Money On Tour.
As per the tour category, Best Quality Hotels which are
appreciated by travelled guests.
Comfortable AC Luxury Coaches, Maximum sightseeing included.
Delicious Indian Meals, Breakfast, Lunch, Dinner -all Meals
Included.
Characteristics of SerVICE

INTANGIBLITY :
The services offered by kesari are intangible in
nature because person cannot see, taste, feel, hear before they
purchase. The services offered by kesari are VISA facility ,
Foreign exchange , Indian tour world tour, Special interest tour.
PERISHABILITY:
The service provided is lost forever. The customer
who use this service derive satisfaction and service are perished as
time is main element of perishability.
INSEPARABILITY:
Service and their provider are associated closely
and they are not separable. Kesari offer their at the same given
time to their customer production and consumption happen
simultaneously . The kesari and its client both affect the experience
outcome.
HETEROGENITY:
Heterogenity is quality of being diverse. Service
render are heterogeneous in nature. The facilities offered by each
tourism industry is different from each other. This to highly
depends on who provides them, when, where, how they are
provided.
QUALITY MEASUREMENT:
Quality management is important for any service
provider. Kesari uses different tools measure service quality.
1) Customer research (eg feedbacks ,cards, survey, forum)
2) Tourism customer review sites ( eg: trip advisor )


CLASSIFICATION OF KESARI
END USER:
Customer of kesari are the end user. They are the
individual who consume final benefits provided by the kesari.
DEGREE OF INTAGIBLITY:
The service offered by kesari are highly intangible in
nature as we cannot touch, see, smell or taste the service provided.
HIGH CONTACT:
Without the contact between kesari i.e service provider
and customer the production cannot take place. They have to meet
repeatedly for the proper satisfaction of service.
PROFIT ORIENTED:
Kesari works for the profit. They provide proper service
so as to satisfy the customer and gain goodwill and hence gain
profit.
GEOGRAPHICAL LIMITATIONS :
The customer of kesari has to visit various place
arranged by kesari in order to use service.








Service marketing mix
The marketing mix consist of 4PS
PRODUCT, PRICE, PROMOTION, PLACE
Recently 3Ps are added they are
PEOPLE, PROCESS, PHYSICAL EVIDENCE

PRODUCT :
The various products offered by kesari are My Fair
Lady , Students Special, Chota Break , Prince charming,
Honeymoon.

PRICE :
Price is a significant element of the marketing mix
because it is the only element that produces revenue whereas other
element produce cost. The kesari decides its prices by comparing
it with other travel and tour companies and upon the number of
countries/destination and days chosen by the client. Kesari offers
discounted prices during offseason.

PROMOTION :
Promotion create awareness among the
customers.Kesari tours are advertising in weekend
newspaper,weeky and monthly of english as well as regional
languages and mouth publicity by satisfied customers. Eg: Kesari
gives their clients facilities such as flight bags wallets for tickets,
covers of passport through which advertising takes place.


PLACE :
In services, the decision depends upon the location.kesari
and its customer cannot be seperated hence in order to get service
from kesari customer can visit there headoffice,braches, franchisee
office and prefered sales agent office.

PEOPLE:
Executive Marketing of kesari should make proper
interaction and presentation with the customers in order to satisfy
them.Improper information by the executive may lead negative
mouth publicity and loss of customer.

PROCESS :
Kesari provide the service in a very creative way.
They share past tour experince and give knowledgeable
information about the world to customers. Service depends on the
process. They facilicates deciding package tours dependimg upon
the capacity of the customers spending.

PHYCISAL EVEDINCE :
Kesari provides services which involves interaction with
customer in a service environment which in known as branches.
Kesari as got front office vistor seating place , discussion place
with marketing executives, neat and clean washroom, provision for
water.



COMPLAINT HANDLING SYSTEM of kesari
ACTIVE LISTENER OR READER : Kesari belives in being an
active listener or reads carefully the customers problem. What is it
they are unhappy with and what do they want? Makes notes and
record the time and date in a database designed for this purpose. And
responds rapidly.
BE RESPECTFUL : Kesari makes sure that all staff are respectful in
their dealings with customers at all times, particularly when someone
is expressing concern about a product or service.
PUTTING THEMSELF IN THE PLACE OF THE CUSTOMER
When staff of kesari are engaging the customer, they put themself
in the place of customer and understand and appreciate their
frustration.
SEEKS WAYS OF SOLVING THE PROBLEM They ask
customer what they can do to solve their problem. Make suggestions
to resolve the situation. Find all the reasons and ways that they can
help rather than the reasons why they cant do anything.
MAKES AN OFFER Makes an offer to help resolve the situation.
SINCERELY APOLOGIZE Kesari apologize for the lack of
service or the poor quality of the product.
CUSTOMER ARE IMPORTANT Kesari appreciates the
patronage and business given by the customer.
FOLLOW-UP Kesari makes sure the customer is contacted for
follow-up and the problem is resolved to the customers satisfaction.
They believe that customer recovery strategy must be based on
consistency and not heroics!




SERVICE OPERATION AT KESARI :
The company has 500 dedicated professionals kesarians in offices
all over and 400 exclusive tour mangers, to serve the customer.
The packages are designed in a way to ensures there are no hidden
costs and the prices are inclusive for sightseeing and meals.
Kesari tours have tie ups with hotels that are located at all the
major cities.

SERVICE DELIVERY AT KESARI :
The kesari tours websites has been carefully designed to guide the
traveler through the intricacies of travel arrangements, helping
them to choose their destinations according to their budget and
choice.
The company strives for 100% customer satisfactions which has
fetched it immense goodwill.
The team of kesari tours professionals ensures that each tourist is
attended personally delivering their promises.
SERVICE GUARANTEE of kesari :
Service guarantees work for companies who are already customer-
focused.
kesaris effective guarantees can be BIG deals - they put the
company at risk in the eyes of the customer.
Kesari involves customer in the design of service guarantees. The
kesaris the guarantee is so stunning that it comes as a surprise -- a
WOW!! Factor. Kesari says its the icing on the cake, not the
cake60.


CONCLUSION
Kesari has developed more and more innovative products and
product differentiation which offers more value to its customer. Kesari
is constantly trying to improve its service by providing good customer
service and gaining goodwill and hence customer satisfaction.Kesari is
passionately committed to Total Quality Travel, with continual delivery
of value added services. With the hard work and dedication of its team
of employees, Kesari has created new benchmarks in the travel industry.