A SUMMER INTERNSHIP REPORT

ON
“CUSTOMER PERCEPTION TOWARDS
GATS TOUR & TRAVELS”
At Gats India Limited

SUBMITTED TO:-

I.K. GUJRAL PUNJAB TECHNICAL UNIVERSITY,

JALANDHAR

SUBMITTED IN THE PARTIAL FULFILLMENT OF THE

REQUIREMENTS OF THE AWARD OF DEGREE OF

“MASTERS OF BUSINESS ADMINISTRATION”

SUBMITTED BY:-
NAVEEN VERMA
MBA (2017-2019)
ROLL NO.:- 1716854

DEPARTMENT OF BUSINESS ADMINISTRATION

GURU NANAK INSTITUTE OF MANAGEMENT AND
TECHNOLOGY, MODEL TOWN, LUDHIANA.

1
CERTIFICATE

2
 DECLARATION
I hereby certify that the work which is being presented in the Report, “CUSTOMER
PERCEPTION TOWARDSGATS TOUR & TRAVELS”entitled in partial fulfilment of
the requirements for the award of degree of masters of business administration and submitted
in GURU NANAK INSTITUTE OF MANAGEMENT AND TECHNOLOGY under the
guidance of ER.SHILPA MIGLANI NARANG, is my original work and the conclusion
drawn therein are based on the material collected by myself.

The report submitted is my own work and is not duplicated from any other source. I shall be
responsible for any unpleasure moment/situation.

NAVEEN VERMA
1716854

3
 ACKNOWLEDGEMENT

“Knowledge is the end based on acknowledgement”

Acknowledging any one in mere words is a very difficult job. I would like to pay my sincere
thanks to all those people who have helped me during this project work with their able
guidance and invaluable advice. I would also like to thank DR. COL. H.S. SINGHA
(DIRECTOR GNIMT) and DR. SANDHYA MEHTA (DY. DIRECTOR OF GNIMT)
for giving me this opportunity to learn under project goes well at every stage.

I am highly obliged to MR. SUNNY CHAUHAN (TOUR & TRAVEL EXECUTIVE) for
their guidance and constant supervision as well as for providing necessary information
regarding the project and also for their support in completing the project.

I would like to express my special thanks and gratitude to my teacher ER.SHILPA

MIGLANI NARANG (faculty, GNIMT) who gave me this golden opportunity to do this
wonderful project, which also helped me in doing a lot of research and I came to know about
so many new aspects. I am really thankful to them.

Secondly, I would also like to thank my teachers and friends who helped me a lot in
finalizing this project within limited time frame.

NAVEEN VERMA

4
 PREFACE
As a part of degree of MBA, every student has to write the project report. Every student of
this course has to undergo training in an industrial or commercial organization. By training
one comes to know about the functioning of actual business and working conditions under
which they have to work in future.

I had undergone my training at “GATS INDIA LIMITED”, for the period of 6 weeks. This
project report prepared is life’s greatest treasure as it is full of experience and knowledge.
The training was held gainful as it took us close to real life. This period also provide a chance
to give theoretical knowledge in practical way or shape and learn from practical results.
There is only one drawback of training is that the training period is too short to gain a
substantial amount of knowledge about the company process.

Wishing this organization gets success, so it may flourish and serve the nation and has to
achieve many goals.

5
 TABLE OF CONTENT

CHAPTER CHAPTER NAME PAGE

NUMBER
1) EXECUTIVE SUMMARY 7-8

2) COMPANY PROFILE 9-17

3) REVIEW OF LITERATURE 18-20

4) INTRODUCTION 21-29

5) RESEARCH METHODOLGY 30-33

6) DATA ANALYSIS & INTERPRETATION 34-49

7) FINDINGS & SUGGESTIONS 50-51

8) LIMITATION 52-53

9) CONCLUSION 54-55

10) ANNEXURE 56-59

11) BIBLIOGRAPHY 60-61

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 CHAPTER – 1
EXECUTIVE SUMMARY

7
 EXECUTIVE SUMMARY
This project ‘Customer perception towards GATS Tour & Travels’ was a part of summer
training project for M.B.A. course which was carried out at Gats India Limited. In today’s
business reality we say that customer is king which was the same reason for selecting this
project. Gats India Limited is a well known company in tourism industry and has its
customers spread across many parts of India.

From the financials of the company it was found that the company is doing very well but in
the current dynamic business environment it is very much necessary to change the business
strategy with time to avoid contingencies in business. Hence this project was selected to find
out what perception customers carry in their mind about Gats Tour & Travel. Other reasons
for selecting this project are its ability to reflect current satisfaction level of customers and
overview of competition.

After the execution of project it was projected that the current mindset of customers does not
totally match with services provided by Gats. The satisfaction level of customers was found
to be good but few major issues with customer satisfaction were projected. It was reflected
that most of the customers have issues with the destination management. We found that this
might be because of the fewer interactions between customer and company and not because
of the service quality. On this few suggestions and recommendation were provided to Gats.

8
 CHAPTER – 2
COMPANY PROFILE

9
 COMPANY PROFILE

 BASIC INFORMATION:-
After serving for a long time in prominent industries of north India namely hero, vardhman &
trident, in 1999, Er. Nalin tayal has decided to start his own venture in name and style of
tayal associates in which he provide services via valuation and survey & loss assessment to
various nationalized banks & insurance companies.
On 31:12:2002, the parent company “gats financial reconstructions limited” got registered
with registrar of companies, Punjab with major objective to fight against the evil of
nonperforming assets propping up in banking / financial sector.
In 2008, tayal associates was dissolved and a new entity “tayal engineers and consultants
private limited” was established on 09:01:2008, under the provisions of various sections of
companies act 1956, which was later on rechristened to “gats consulting (India) private
limited” on 15:10:2009.
On 25:03:2014, gats financial reconstructions limited was rechristened to “Gats India
Limited”.

 VISION:-
“Its vision is to focuses on providing all travel and travel-related services to travelers from,
within and to India”.

 MISSION:-
The mission is:
 to advance the sustainable development and management of tourism;

 To creating best value for people: our customers, our employees, our
shareholders and our business partners.

 OBJECTIVES:-

10
To act as agents, managers, reconstructors, rehabilitators, recoverers of non- performing
assets or other dues recoverable by any bank/ financial institution from any borrower,
guarantor or other person.
To act as money changers, brokers, dealers, agents, buyers and sellers of all foreign exchange
in the form of currencies, travelers’ cheques, cards (pre-paid, credit or debit), bonds, notes,
instruments, papers, documents, subject to the approval of the Reserve Bank of India and
other competent authorities, wherever necessary; to take positions, hold and trade on the
movements of foreign currencies on behalf of customers.

 MANAGEMENT:-
CHAIRPERSON

Mrs. POONAM TAYAL

Mrs. Poonam Tayal w/o Er. Nalin Tayal, aged 42 years of age is B.A., M.A., B.Ed., having
over 21 years of experience. She has given her services to Devki Devi Jain College and then
to GGN Public School as PGT Economics.

MANAGING DIRECTOR
1. Name: Er. NALIN TAYAL
2. Date of Birth: 29:06:1970
3. Educational Qualification(S): B.E. (Mech.), M.E. (Prod.), MBA (Finance)
4. Total Experience in Number of Years: 22

5. Work Experience:

Name of Group Period Type of Assignment Scope of Work

TRIDENT Group 1991- Assisted in various Execution implementation,

93 projects, execution preparation of project reports, CS
implementation, Work, etc.
preparation of project
reports,CS Work, etc.

VARDHMAN Group 1993- Assisted in various Execution implementation,

95 projects, execution preparation of project reports, CS

11
 implementation, Work, etc.
preparation of project
reports,CS Work, etc.

M/s GATS Financial 1995 - Consultant to Banks / Preparing Valuation reports,

Reconstructors till Financial Institutes Techno- commercial feasibility
Limited, M/s GATS date etc. as approved reports, Detailed Project Reports,
Consulting (India) valuers, chartered Performing various jobs / duties
Private Limited now engineers and as Chartered Engineers”,
GATS India Limited securitization Agent. Processing Loan appraisals &
Loan applications, Providing
assistance to clients in obtaining
financial “assistance from banks /
FIs

Professional Memberships/ Awards:

o Registered U/S 34AB Of Wealth Tax Act 1957: CC / Ldh. / Tech. / Valuer / 2010 – 11 / 128
o Institution Of Valuers: F - 8427
o The Institution Of Engineers (India): F
o The Indian Society For Technical Education: LM 30321
o Indian Society Of Mechanical Engineers: L 174 / 496
o Arbitrator With ICA: IL/ICA/5264, IIT Arb.: F-0465
o Rashtriya Gaurav Award
o Arbitrator With Hon’able Pb & Haryana High Court, IDAC India

EXECUTIVE DIRECTOR

1. Name: Er. NITIN TAYAL

2. Date of Birth: 15:02:1982
3. Educational Qualification(S): B.E. (Civil)
4. Total Experience in Number of Years: 10
5. Work Experience:

12
 Name of Group Period Type of Assignment Scope of Work

M/s GATS Financial 2004 - Consultant to Banks/ Preparing Valuation reports,

Reconstructors till Financial Institutes
Limited, M/s GATS date etc. as approved
Consulting (India) valuers + chartered
Private Limited now engineers and
GATS India Limited securitization Agent.
Techno-commercial feasibility
reports, Detailed Project Reports,
Performing various jobs / duties
as “Chartered Engineers”,
Processing Loan appraisals &
Loan applications, Providing
assistance to clients in obtaining
financial assistance from banks /
FIs

Professional Memberships/ Awards:

o Registered U/S 34AB Of Wealth Tax Act 1957: CC / Ldh. / Tech. / Valuer / 2012 – 13 / 164
o Institution Of Valuers: A – 14320
o The Institution Of Engineers (India): A537195 – 4
o The Indian Society For Technical Education: LM 42070
o Indian Roads Congress: SM – 31775
o American Society Of Civil Engineers: 455126
o Institute Of Structural Engineers: 088365677
o Member Of Institute Of Civil Engineer.
o Practicing Valuers Association (India): LM – 1293
o Consultancy Development Center
o Life Member Of Genco Alumni Association
o Indian Institution Of Valuers
o Association Of Consulting Civil Engineers: 2117 – L
o Bharat Excellence Award

 MEMBERSHIP:-

13
  GROUP PROFILE: GATS group, which was established in 1999/2002 is a CRISIL

certified group has two verticals:-

1. The GATS Urban Co-operative Thrift & Credit Society – operational in the
state of Punjab through (presently) 11 branches. Poising to accomplish 83 branches by
2020. It is the only banking Society in Punjab having License to operate throughout the
state and has already accomplished CORE BANKING SOLUTIONS. The Training
Programme can be conducted at any of our branches, detailed underneath:-

Branch Name Address

Jandu Tower
(Corporate Jandu Tower, 1st Floor, Miller Ganj, G.T.
Office) Road, Ludhiana
SCO-1,2,3B, B-Block, Swami Vivekananda
Model Town, Virdh Ashram Market, Model Town Extension,
Ludhiana Ludhiana - 141002
# 4428, Urban Estate, Phase-2, LIG Market,
Dugri, Ludhiana Dugri, Ludhiana
Kohara, Kohara-Chandigarh Highway, Near Indian Oil
Ludhiana Petrol Pump, Kohara

14
 Kot Bhai, Chottian Wala Bus Adda, Near Focal Point,
Muktsar Kotbhai.
Kotkapura,
Muktsar Gurukul College, Kotakpura

Khanna, 1st Floor, Samrala Chownk, Adjoining Purewal

Ludhiana Tower, Khanna - 141010
"J's EmiNent Mall, S.F. 3-A, Sutheri Road,
Hoshiarpur Hoshiarpur

Muktsar New Grain Market, SEF-11, Muktsar - 152036

Opp. Income Tax Office, GT Road, Ferozepur

Ferozepur Cantt. - 152001

SCF 12, Sun City-1, Near Kamal Nursing

Ropar Home, Roopnagar - 140001

Faridkot Near Clock Tower, Faridkot

2. GATS INDIA LIMITED is in the following Verticals :-

1. Technical Consultancy- The vertical is having expertise and rendering

services of Chartered Engineering; ‘’Competent Person’’ under Factories Act; Due
– Diligence reports; Lender’s Independent Engineer; Techno – commercial
feasibility / viability reports; and Valuation reports for Tangible & In – tangible
assets and acting as MSE – CDP Consultants

2. Legal Consultancy –The team practices in Debt Recovery Tribunals, DRATs,

National Company Law Tribunal & various High Courts of the country, practicing
IBC’16, SARFAESI Act’02, RDDB Act’1993 etc. under the brand name & style of
“vakeeljee.in”.

3. NPA Management – We are the country’s first securitization company and

carries out the implementation of SARFAESI Act’02, presently handling a portfolio
of Rs. 2000 cr approx. for various banks / FIs.

15
4. GATS Fx - Foreign Currency Exchange (having a valid RBI licence for FFMC),
providing products of Money Transfer (International); Forex Travel Cards; Send
Money Abroad; Money Transfer (International).

5. GATS Trade Money – We help SME in accelerating their cash flow at

professional interest rates through Supply Chain financing / Domestic Factoring /
Export / Import Bill Discounting etc. The product is without any security /
collateral / LC / BG.

6. GATS Money Kendra - a product on Rural Financial Inclusion, Finance

Literacy & creating self – employment is under implementation, where we intend
to set-up 12500 kiosks in various villages, across the state, providing banking,
insurance, forex, ticketing, micro ATM, career, courier (at selective outlets),
Cyber Café, Mobile connectivity, Internet, DTH, Solar Inverter, PAN card,
Passport Online Application, Adhar, Provident fund, ITRs e-filing, Govt. bills &
other bill deposit facilities at a nodal point.

7. GATS Pay – Digi Payment & services portal providing:

 Prepaid Recharges (Mobile, DTH & Datacard)
 Bill Payments (Mobile, Data Card, Landline)
 Connection Sales (DTH)
 Domestic Money Transfer
 International Money Transfer (Indo-Nepal)
 Electricity, Gas & Water Bill
 Insurance Premium Collection
 Bus Tickets
 Brand Vouchers (Digital, Physical)
 Pan Card Application mPos (Device)
 Digital Signature Subscription
 Device Protection

8. GATS Tour & Travels – provides following services on B2B platform,

B2C Platform to Corporate & Institutions:
 International & Domestic Air Ticket

16
 Holiday packages
 Travel Insurance
 Car Rentals
 Visa Assistance
 Hotel Bookings
 Rail & Bus Tickets

17
CHAPTER – 3
REVIEW OF
LITERATURE

18
 REVIEW OF LITERATURE
Research works are better recognized through the literatures generated. Literatures could be
of immense help to a researcher while arriving at the objectives of his study and determining
the way for the intended investigation. A methodical look at the relevant literature keeps a
researcher abreast with the recent developments in the field of research. It also helps in
avoiding duplication, thereby saving scarce resources. An intense review of the available
literatures in the domain of the research becomes an integral part of any scientific
investigation. Tourism is an age old activity associated with civilized nations. Thus, tourism
literature too has a long history.

To explore the literature in tourism, researcher has examined reputed journals and
secondary sources and reviewed 59 research articles and 9 marketing research reports of
Government of India Ministry of Tourism and annual reports.

Many researchers or scholars have done various researches about e-commerce in

travel and tourism industry. Many of them have pointed positive impact of e-commerce in
travel and tourism and some have pointed challenges for adopting e-commerce and barriers
of e-commerce in travel and tourism industry.

As per Werthner H. and Ricci F., e-commerce in travel and tourism industries are
continuously increasing despite of tough economic problems. (Werthner H., Ricci F., 2004).
As per them, this industry is adopting application of B2B (business to business) and B2C
(business to consumer). This industry has changed the ways of do business for traditional
ways to modern way, i.e. e-commerce via web and other online transaction software where as
other industries are still adopting the traditional way.

As per Kim (2004), there are main two factors for conducting successful e-commerce
strategy which are security of the e-commerce system and user-friendly Web interface.
Security means not only securing own system but also providing security assurance to users
who are using the sites or online software.

Law and Bai on their research paper mentioned there are two types of customers who
use travel companies websites, those are buyers and browsers. Buyers are those people who
actually intend to buy the services whereas browsers are those who intend to surf and get

19
information only. Those browsers can be converted to buyers by improving the website
contents, making it attractive, provided very rich in contents and very user friendly to use.

As per Mamaghani (2009), the behaviour of customers is changing and due to e-

commerce they swap agency in few minutes if they are not happy with them. Customers
expect the same service, same treatment as offered by travel agencies through their outlet or
through the web. Different customers have different ways of surfing internet as per their level
of internet knowledge as well user friendly website and website's rich contents.

He further mentioned that "Individual e-commerce customers have been known to be

demanding and unforgiving". As such, regular maintenance, upgrade of technologies and
continuous improvement of customer service are the core factors for enhancing business and
attracting more customers. Consumers these days are far more demanding and want
convenience, speed and a seamless buying experience. Main challenges as per Mamaghani is
to create awareness among customers about product, make them loyal.

20
 CHAPTER – 4
INTRODUCTION

21
 INTRODUCTION
 MEANING:-

Tour is a traveling around from place to place. It is a long journey including the visiting of
a number of places in sequence, especially with an organizedgroup led by a guide. It is
a brief trip through a place, as a building or a site, in order to view or inspect it.

Travel is the movement of people between distant geographical locations. Travel can
be done by foot, bicycle, automobile, train, boat, bus, airplane, or other means, with or
without luggage, and can be one way or round trip. Travel can also include relatively short
stays between successive movements. The origin of the word "travel" is most likely lost to
history. The term "travel" may originate from the Old French word travail, which means
'work'. According to the Merriam Webster dictionary, the first known use of the
word travel was in the 14th century.

 HISTORY:-

2000 years Before Christ, in India and Mesopotamia

Travel for trade was an important feature since the beginning of civilisation. The port at
Lothal was an important centre of trade between the Indus valley civilisation and the
Sumerian civilisation.

600 BC and thereafter

The earliest form of leisure tourism can be traced as far back as the Babylonian and Egyptian
empires. A museum of historic antiquities was open to the public in Babylon. The Egyptians
held
many religious festivals that attracted the devout and many people who thronged to cities to
see famous works of arts and buildings.

500 BC, the Greek civilisation

The Greek tourists travelled to sites of healing gods. The Greeks also enjoyed their religious
festivals that increasingly became a pursuit of pleasure, and in particular, sport. Athens had

22
become an important site for travellers visiting the major sights such as the Parthenon.

The Roman Empire

With no foreign borders between England and Syria, and with safe seas from piracy due to
Roman patrols, the conditions favouring travel had arrived. First class roads coupled with
staging inns (precursors of modern motels) promoted the growth of travel. Romans travelled
to Sicily, Greece, Rhodes, Troy and Egypt. From 300 AD travel to the Holy Land also
became very popular. The Romans introduced their guidebooks (itineraria), listing hotels
with symbols to identify quality.

In the Middle Ages

Travel became difficult and dangerous as people travelled for business or for a sense of
obligation and duty.
Adventurers sought fame and fortune through travel. The Europeans tried to discover a sea
route to India for trade purposes and in this fashion discovered America and explored parts of
Africa. Strolling players and minstrels made their living by performing as they travelled.
Missionaries, saints, etc. travelled to spread the sacred word.

Role of the industrial revolution in promoting travel in the west

The rapid urbanisation due to industrialisation led to mass immigration in cities. These people
were lured into travel to escape their environment to places of natural beauty, often to the
countryside they had come from change of routine from a physically and psychologically
stressful jobs to a leisurely pace in countryside.

The birth of air travel and after

The wars increased interest in international travel. This interest was given the shape of mass
tourism by the aviation industry. The surplus of aircraft and growth of private airlines aided
the expansion of air travel. The aircraft had become comfortable, faster and steadily cheaper
for overseas travel. With the introduction of Boeing 707 jet in 1958, the age of air travel for
the masses had arrived.

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  GATS TOUR & TRAVELS:-

While cost-effective Southeast Asia holiday packages are our domain, we also have other
exciting tour packages in our kitty, including Australia, Dubai, Macau, China, Egypt,
Mauritius, United States and Europe. With our reasonably priced packages and well-thought
itineraries, we bring people who want to travel the world and expand their horizons closer to
their dreams. We offer so much more than just affordable packages and destination
information.

Our wide array of travel-related services includes

● Domestic and international air ticketing
● Domestic and international holiday tour packages
● Inbound tour operation services
● Corporate travel
● Car hire services
● Hotel reservations
Gats tour & travel include:-

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  FLIGHTS:-

DOMESTIC
FLIGHTS
FLIGHTS
INTERNATION
AL FLIGHTS

DOMESTIC FLIGHTS
S.NO. FROM TO S.NO. FROM TO
1. New Delhi Goa 2. Lucknow New Delhi
3. New Delhi Jaipur 4. Surat Goa
5. Chandigarh Mumbai 6. Mumbai Leh
7. Pune New Delhi 8. Goa Ahmedabad

INTERNATIONAL FLIGHTS
S.NO. FROM TO S.NO. FROM TO
1. New Delhi Singapore 5. Bangalore Singapore
2. New Delhi Bangkok 6. Mumbai Dubai
3. New Delhi Dubai 7. Mumbai Phuket
4. Mumbai London 8. Delhi Paris

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  FLIGHTS INCLUDED FOR TRAVELLING ARE:

 HOTELS RANGE:

DOMESTIC
HOTELS
HOTELS
INTERNATION
AL HOTELS

DOMESTIC HOTELS
Sr.No. HOTELS RANGES
NAME
1. Goa Starting from Rs. 1,053
2. Kerala Starting from Rs. 2,953

3. Jaipur Starting from Rs. 831

26
 INTERNATIONAL HOTELS
Sr.No. HOTELS RANGES
NAME
1. Thailand Starting from Rs. 943
2. Singapore Starting from Rs. 3,419

3. Europe Starting from Rs. 3,132

4. Malaysia Starting from Rs. 804

 PRIVACY POLICY:-

Privacy Statement
This statement describes and explains how we may collect and use information pertaining
yourself through our website. Should you have any questions on our privacy policies, please
click here to send an email to us. We understand and respect the importance of your privacy.
The only way we will get any kind of personal information is if you give it to us when we
specifically ask for it. We ask you for personal information in a variety of circumstances such
as:

1. When you make a reservation or purchase something from our website or through our
customer service team - by email, letter, fax, or on the phone;
2. When you register with us for promotions;
3. When you take part in surveys or provide us with feedback.
GATS INDIA LIMITED & its representatives can Call , SMS & Email with reference
to your Travel enquiry. This consent will override any registration for DNC / NDNC.

GENERAL TERMS
1. All services provided and assured by the Company are subject to full realization of
payment prior to departure. If payment to the Company is made by cheque, the Package/
tour component will b e delivered only after realization of cheque.
2. No person, other than the Company, in writing has authority to vary, add, amplify or
waive off any description, representation, terms and conditions set forth herein or in
brochure of the Company, or other terms & conditions regarding tour booked by the
Tourist with the Company.

27
3. The Company shall in no circumstances whatsoever be liable to the Tourist/Group: (a)Any
death, personal injury, sickness, accident, loss, delays, increased expenses or
consequential damages by any misadventure or otherwise caused.
4. No liability on the part of the Company arising in any way out of this contract in respect of
any tour, holiday or excursion facility shall exceed the total amount paid or agreed to be
paid for the tour, holiday, package/ tour component or excursion,
5. The Cost of Ticket does not include any Insurance Premium. The Tourist/Group will have
to pay any such premium at their own cost.

 STAR CLASSIFICATION OF HOTELS

Star classification of Hotels as 5 stars, 4 stars and so on is provided to the Company by the
supplier of the hotel travel component and the Company endeavor to validate and
authenticate this information in utter good faith. The Company cannot be held liable for
wrong and inaccurate information provided to the Company. Descriptions, photographs,
sketches and list of amenities/facilities are also provided and this information is obtained
from the supplier of the hotel travel component.

 BAGGAGE ALLOWANCE
Generally one suitcase not exceeding 20 kgs. and one piece of cabin baggage not exceeding 5
kgs is permitted. But, it is always advisable to check with the specific Airlines/Overseas Tour
Operator/Transporter. Allowance may vary from transporter to transporter. As is the common
practice, one piece of luggage is to be with linear dimensions (Length + Height + Width) not
exceeding 45 inches.

 MEALS

Numbers of meals including breakfast are always corresponding to the number of nights
booked by the Tourist in the hotel. Hotels do not provide breakfast on the day of arrival. The
Company reserves the right to change the meal arrangement if circumstances make it
necessary to do so. The meals are preset and choice of menu is not available.

 TRANSFERS
Packages: Wherever transportation is provided on basis of Seat in Coach (SIC) same is on
sharing basis.
Sightseeing Tours: Transportation is provided on the basis of Seat in Coach (SIC) same is

28
on sharing basis or Private vehicle basis depending upon the tour/tour option booked.
Airport Transfer: Transportation is provided on the basis of Seat in Coach (SIC) same is on
sharing basis or Private vehicle basis depending upon the transfer/transfer option booked.

 CURRENCY
The Company suggests the Tourist/Group to carry holiday spending money partly in
currency, partly in traveler cheques. It is advisable to arrange the same at least a week before
departure.

29
 CHAPTER – 5
RESEARCH
METHODOLOGY

30
 RESEARCH METHODOLOGY
Research Methodology:-

The research comprises of defining and redefining problems, formulating or suggest

solutions; collecting, organizing and evaluating data, making deductions and reaching
conclusions; and at last carefully testing the conclusions to determine whether they fit
formulating hypothesis research process is carried out to a series of step, which are required
to be taken in chorological order. The major marketing research steps are follows:

 Problem identification
 Research design
 Field work
 Data analysis and interpretation
 Report presentation

Scope of Study:-
The scope of this study is to understand the needs of the travelers and make travel houses
competent with world class services.

Rational for study:-

Travel and Tourism Industry provides employment and generate revenue for many economies
across the world. India is in the initial stage in this industry. It has the potential to emerge as
one of the top 10 favorite tourist destinations of the world within next 3 years. (Source, World
Travel and Tourism Council website) With this, there is a rise in Travel Management
Organizations in recent years. With competition in mind, there is always a race to attract more
customers. This study was initiated to explore the various dimensions of the market and
identify new areas where SOTC Tours can effectively position its services, based on
consumer perceptions and needs.

Research Objectives:-
1. Whether the person’s income influence his choice of opting for a particular holiday
package.
2. To understand the quality of services maintained by Gats Tour & Travel.

31
3. To determine the effectiveness of promotional campaigns.
4. To evaluate overall performance of Gats Tour & Travel.

Research Design:-
A research design is a master plan or model for the formal investigation. Once then formal
investigation is decided, the researcher must formulate the formal plan for investigation. A
research design is the specification of methods and procedures, for acquiring the information
needed for solving the problem. The formal investigation plan will concentrate on the
selection of sources of information and the selection of methods and procedures for gathering
the data. Data gathering forms are prepared. Questionnaires are tested, samples for
investigation are planned. There are basic types of research design:-
 Descriptive
 Exploratory
 Casual

Data Source:-
There are two sources of data collection:-
 Primary data source
 Secondary data source

Primary Data:-
Primary data are those data, which are obtained from the first time by the investigator
himself. In other words, by primary data we mean those data, which are originally, i.e, those
in which little or no grouping has been made the instance being recorded encountered.
The source of primary data used in my project is questionnaire. Primary are the raw data like
raw material. Primary data are according to object of investigation and used without
correction. The collection of primary data requires large sum, energy and time. Precautions
are not necessary in the use of primary data.

32
Secondary Data:-
Secondary data means data are already available i.e.; they refer to the data, which have
already been collected and analysis by someone else. When the researcher utilizes secondary
data, then he has to look in to various sources from where he can obtain them. In this cause
he is certainly not confronted with the problems that are usually associated with the collection
of original data. Secondary data may either be published data.

Data collection method:-

As a data collection method I have used the questionnaire method.
Why a questionnaire method has been adopted?
Questionnaire has been prepared to get the response of the people as per guided by the
organizational guide. To provide the best end results without any kind of business, which can
give a brief idea about sampling and would be beneficial for making inferences for
tabulations and calculations with research instruments?

Defining the problem:-

The project deal with the study of customer perception towards Gats Tour & Travel towards
in Ludhiana.

Sampling plan:-
Sampling methods:
Non-probability convenience sampling has been conducted for selecting data.
Universe
The universe consists of Ludhiana city.
Sample size: -
100 respondents from the major area of Ludhiana city.

Data analysis:-
The data collected will be analyzed by mean of graphs, charts and other techniques.

33
 CHAPTER – 6
DATA ANALYSIS
&
INTERPRETATION

34
 DATA ANALYSIS & INTERPRETATION

Q.1) which mode of travel do you prefer?

a) air b)land c)sea

Chart 1.1 Mode of travel

Air Land Sea

15%
8%

77%

Inference – Most of the customers prefer traveling by air route i.e. by plane. 77%
respondents said that they prefer air route as it is fast way to reach where they want to reach,
15 % respondents prefer travelling by sea on cruise & 8% by train.

Conclusion – The above inference helps us to understand that since there is a growing
population of DINKS (double income no kids group) people are now moving towards affluent
& comfort living. Also the airlines these days provide their seats on competitive prices as
against other modes of transport.

Q.2) which travel do you do?

a) Inbound b) out bound c) both

(Purpose of the question – to know which type of travel does the customer do i.e. inbound,
outbound or both.)

35
 Chart 2.2 Type of travel

Inbound Outbound Both

16%

56% 28%

Inference – Most of the customers do both inbound & outbound travelling. 56% of
respondents do both inbound & outbound travelling. 28% of respondents do only outbound
travelling & 16% do only inbound travelling.
Conclusion - The above inference helps us to understand that people are doing inbound &
outbound travelling for either business purpose or to spend holidays with family & friends.

Q.3) what is the purpose of your tour?

a) Business b) Personal Leisure

(Purpose of the question – to know the customers are travelling for business purpose or for
personal Leisure).

36
 Chart 1.3 Purpose of travel

Business Personal Leisure

37%

63%

Inference – Most of the customers are travelling for business purpose. 63% of customers are
travelling for business purpose & remaining 37% customers are travelling for personal
leisure.
Conclusion - The above inference helps us to understand that people are travelling for
business purpose I order to expand business globally, facilitate import export activities. Also
people are travelling to other nations in order to explore new destinations & places for
enjoying holidays or for educational purpose.

Q4.) How often do you travel in a year?

A) 1-2 b) 3-5 c) 5-10 d) more than 10

(Purpose of the question – to know how often the customers travel in a year.)

37
 Chart 1.4 Frequency of travel in a year

1-2 times 3-5 times 5- 10 times more than 10 times

21% 12%

29%

38%

Inference - Most of the customers travel more 5-10 times in a year. 38% of customers travel
5-10 times in a year, 29% of customers travel 3-5 times in a year, 21% customers travel more
than 10 times in a year and 12% of customers travel 1-2 times in a year.
Conclusion - The above inference helps us to understand that how frequently people are
travelling in year for business purpose or for personal Leisure.

Q5.) What’s your monthly income?

a) <25,000 b) 25,000-50,000 c) 50,000-75,000 d)> than 75,000

(Purpose of the question – to know what the monthly income of the customer is &
accordingly which holiday package is availed by them.)

38
 Chart 1.5 Monthly incomes of customers

< 25000 25000-50000 50000-75000 >75000

10%
39%
21%

30%

Inference -Most of the customers have monthly income more than 75000rs. 39% of
customers have monthly income more than 75000, 30% of customers have monthly income
50000-75000, 21% of customers have monthly income 25000-50000, 10% of customers have
monthly income less than 25000.

Conclusion - The above inference helps us to understand that depending upon the monthly
income of people there spending habit on travelling.

Q6). How many members are there in your family?

a) 2 b) 3 c) 4 d) more than 4

(Purpose of the question – to know how many members are there in the family of customer so
that he may choose the holiday package accordingly.)

39
 Chart 1.6 Members in a family

2 3 4 more than 4

17%
45%
15%

23%

Inference - Most of the customers have 2 members in their family.45% members have 2
members in their family,23% members have 3 members in their family,17% members have
more than 4 members in their family,15% members have 4 members in their family.
Conclusion - The above inference helps us to understand that depending upon the members
in the family what type of holiday package is availed by the people.

Q7.) Which packages have you availed?

A) Business tour b) Adventure Holidays c) Heritage Holidays
d) Hill Station e) Honeymoon Holidays f) Luxury Holidays
G) Wildlife Holidays h) Religious Holidays

(Purpose of the question – to know which type of holiday packages is availed by customers
so that make their holiday experience better by knowing their choice.)

Chart 1.7 Type of holiday package availed by the customers.

40
 Business adventure heritage hill station
honeymoon luxuary wild life religious

8% 13% 26%

19% 5%
13%
10% 6%

Inference - Most of the customers have availed business tour.26% customers have availed
business tour, 5% customers have availed adventure holidays, 13 % customers have availed
heritage holidays, 6% customers have availed hill station holidays, 10% customers have
availed honeymoon holidays, 19% customers have availed luxury holidays, 8% customers
have availed wildlife holidays, 13% customers have availed religious holidays.

Conclusion - The above inference helps us to understand that the type of holiday package
availed by the people. Earlier there were few types of packages availed by the people like
family holidays, honeymoon holidays, luxury holidays, religious & cultural holidays etc.But
now a day’s people are going for special forms of holidays like adventure holidays, wildlife
holidays.pop culture touism,gambling tourism.

Q8) what kind of accommodation do you choose?

A) Hotel b) Camp site c) Apartment d) Marina

(Purpose of the question – to know which type of accommodation is preferred by the

customers so that arrangements can be made accordingly).

41
 Chart 1.8 Type of accommodation

hotel camp site apartment marina

7% 8%
15%

70%

Inference – Most of the customers prefer hotel for accommodation.70% of customers prefer
hotel for accommodation, 15% of customers prefer camp site for accommodation, 8% of
customers prefer marina for accommodation, 7% of customers prefer apartment for
accommodation.
Conclusion - The above inference helps us to understand that people are more focused about
the accommodation facilities. Hotel is the most common type of accommodation but in order
to enjoy natural environment people are looking for other options like camp site
accommodation facility & accommodation facility near coast side.

Q9.) During last year in which month you’re travelling frequency was high?

a) January b) February c) march d) April

e) May f) June g) July h) august

i) September j) October k) November l) December

(Purpose of the question – to know during which month of the year customers travel more.)

42
 Chart 1.9 Travelling frequency month wise

25

20

15

10

0
Jan-Mar Apr-June July-Sept Oct-Dec

Inference – Most of the people travel during the month of December.1% of customers travel
during the month of January,3 % of customers travel during the month of february,7 % of
customers travel during the month of march,12 % of customers travel during the month of
April,17 % of customers travel during the month of may,3 % of customers travel during the
month of june,5 % of customers travel during the month of July , 15% of customers travel
during the month of august, 4% of customers travel during the month of September ,3% of
customer travel during the month of October, 9% of customers travel during the month of
November, 21% of customers travel during the month of December.
Conclusion - The above inference helps us to understand that people travel more as per the
needs or season during certain months in a year.

Q10).Brands & services of Gats Tour & Travel are?

a). Excellent b).good c).average d).poor

(Purpose of the question – to know what customers feel about Gats Tour & Travel brands &
services provided by them.)

43
 Chart 1.10 Brands & services of Gats Tour & Travel

Excellent Good Average Poor

10% 15%

25%

50%

Inference – Most of the customers feel that brands & services of Gats Tour & Travel are
good.50% feel that brands & services of Gats Tour & Travel are good, 25% feel that brands
& services of Gats Tour & Travel are average, 15%feel that brands & services of Gats Tour &
Travel are excellent, 10% feel that brands & services of Gats Tour & Travel are poor.

Conclusion - The above inference helps us to understand that people are more conscious
about the brand & services offered to them.

Q11) from where you came to know about Gats Tour & Travel?

a) Television b) radio c) hoardings d) internet e) others

(Purpose of the question – to know from which source customers came to know about Gats
Tour & Travel.)

44
 Chart 1.11 Source

television radio hoardings internet others

23% 10%
7%
13%

47%

Inference – Most of the customers came to know about Gats Tour & Travel from Internet.
47% of the customers came to know about Gats Tour & Travel from internet, 23% of the
customers came to know about Gats Tour & Travel from others,13 % of the customers came
to know about Gats Tour & Travel from hoardings, 10% of the customers came to know
about Gats Tour & Travel from television,7% of the customers came to know about Gats
Tour & Travel from radio.
Conclusion - The above inference helps us to understand that people how effective are the
marketing activities carried out by the different companies to attract people & through which
medium people come to know more about their company.

Q12.)Do you know Gats Tour & Travel is 1999/2002 is a CRISIL Certified?
a) Yes b) No

(Purpose of the question – to know whether the customers are aware that Gats Tour & Travel
is CRISIL Certified or not).

45
 Chart 1.12 Gats Tour &Travel is a CRISIL Certified

Yes No

24%

76%

Inference – Most of the customers are aware that Gats Tour & Travel is CRISIL
Certified.76% of the customers are aware that Gats Tour & Travel is CRISIL Certified,24%
of the customers are not aware that Gats Tour & Travel is CRISIL Certified.
Conclusion - The above inference helps us to understand that people now days are more
concerned about the quality & standards.

Q13.Discounts & offers by Gats Tour & Travel are?

a). Excellent b).good c).average d).poor

(Purpose of the question – to know what customers feel about discounts & offers given by
Gats Tour & Travel.)

46
 Chart 1.13 Discounts & offers of Gats Tour & Travel

excellent Good Average Poor

2% 16%

25%
57%

Inference – Most of the customers feel that discounts & offers given by Gats Tour & Travel
are average.57% of the customers feel that discounts & offers given by Gats Tour & Travel
are average, 25% of the customers feel that discounts & offers given by Gats Tour & Travel
are good, 16% of the customers feel that discounts & offers given by Gats Tour & Travel are
excellent, 2% of the customers feel that discounts & offers given by Gats Tour & Travel are
poor.
Conclusion - The above inference helps us to understand that people are attracted towards
discounts & offers given by a company.

Q14) how would you rate your level of satisfaction with regard to what Gats Tour & Travel
has to offered?

a) Very unsatisfied b) Unsatisfied c) Somewhat satisfied

d) Satisfied e) Very Satisfied

(Purpose of the question – to know whether the customers are satisfied with the following
services provided by Gats Tour & Travel.)
Factor 1 2 3 4 5
Air Ticketing
Rail Ticketing

47
 Chart 1.14 Satisfaction of customers

Air Ticketing Rail Ticketing

Satisfied unsatisfied satisfied unsatisfied

26% 18%

74% 82%

Inference– Most of the people are satisfied with the services of Gats Tour & Travel .74% of
customers are satisfied with the air ticketing services while 26% are not satisfied. 82% of
customers are satisfied with the rail ticketing services while 18% are not satisfied.

Conclusion - The above inference helps us to understand that people are more concerned
about the services provided by a company.

Q.15) Do you feel that Gats Tour & Travel provide value for money?
a) strongly agree b)agree. c) Disagreed. d) Strongly
disagree

(Purpose of the question – to know whether Gats Tour & Travel has provided value for
customer’s money.)

48
 Chart 1.15 Value for money

strongly Agree agree Disagree Strongly Disagree

8% 12%
20%

60%

Inference – Most of the customers agree that Gats Tour & Travel has provided value for their
money.60% of the customers agree that Gats Tour & Travel has provided value for their
money, 20 % of the customers disagree that Gats Tour & Travel has provided value for their
money,12% of the customers strongly agree that Gats Tour & Travel has provided value for
their money,8% of the customers strongly disagree that Gats Tour & Travel has provided
value for their money.
Conclusion - The above inference helps us to understand that people are happy when they
feel that particular product or service has provided value for money.

49
 CHAPTER – 7
FINDINGS
&
SUGGESTIONS

50
 FINDINGS & SUGGESTIONS
Findings:-
Through this project we came to know about the current scenario of tour & travel in India
with respect to the world.

 We also came to know about Gats Tour & Travel, it`s brands.
 Also we came to know about customers perception towards Gats Tour & Travel that
most of the customers are satisfied with the services provided by Gats Tour & Travel.

 We also came to know that people are happy when they feel that particular product or
service has provided value for money.

 We also came to know that people are more conscious about the brand & services offered to
them.

 We also came to know that people travel more as per the needs or season during certain
months in a year.

 We also came to know the spending habit of the people on travelling depends upon there
monthly income.

Suggestions:-
In spite of having so many strengths Gats Tour & Travel, also have so many weaknesses like
shortage of branches and offices across India, ineffective customer services, not focusing on
rural areas and Indian railway network.

 In order to avoid any inconvenience to its customers, it should open new branches,
more effective online ticket booking facilities and focus on small cities and towns.

 Gats Tour & Travel should make proper food arrangement like while traveling many people
prefer Indian food only & many times this arrangement is not done.

 Gats Tour & Travel should make proper arrangement & schedules for air ticketing, for
its customers as some of them are unsatisfied with these services.

51
CHAPTER – 8
LIMITATIONS

52
 LIMITATIONS
No research is without limitations, but their number can be reduced to achieve accuracy. The
survey conducted within the limited period, so shortcomings may be expected.

 The respondent’s personal bias is uncontrollable. The finds of the survey is strictly
based on responses of the respondents.

 It is difficult to find the euthenics be true, so they are assumed to be true.

 It was difficult to find respondents as they were busy in their schedule, and collection
of data was very difficult. Therefore, the study had to be carried out based on the
availability of respondents.

 The respondents were not comfortable; they showed non-cooperative approach

and rude behavior while revealing their information. Some respondents responded
half-heartedly and gave incomplete information.

 There is small sample size of the study due to organizational constraints.

 Time constraint is the major constraint of the study.

53
CHAPTER-9
CONCLUSION

54
 CONCLUSION

The different information or benefits derived from the in-depth study of the above-
mentioned information sources are as follows:

 Consumer perception study; it helped to know that what actually is consumer

perception and what are the factors that affect the consumer perception.

 Competition existing in the present market; there are many other companies posing
tough competition to Gats Tour & Travel i.e. Cox & Kings India Pvt. Ltd, Thomas
Cook etc.

 All the marketing information sources have given a significant contribution to the
detailed theoretical perspective for the research i.e. about consumer perception.

 World Wide Web also worked as a highly important information source as it provides
updated information for the research relating to various areas.

55
CHAPTER – 10
ANNEXURE

56
 Questionnaire

Dear Respondent, this survey is conducted to understand your perception regarding GATS
Tours & travels. It is to improve the facilities and services according to the demands of the
users. (All details provided here will be used for research purpose only and will NOT be
disclosed or used for any commercial purposes).

PERSONAL DETAILS

Name:
______________________________________________________________________

Address:
______________________________________________________________________

Age group:
______________________________________________________________________

Education:
______________________________________________________________________

Marital status:
_____________________________________________________________________

Gender: Male Female

Q.1) which mode of travel do you prefer?

a) Air b) land
c)sea

Q.2) which travel do you do?

a) Inbound b) out bound
c) both

Q.3) what is the purpose of your tour?

a) Business b) Personal Leisure

Q4.) How often do you travel in a year?

a)1-2 b)3-5
c)5-10 d)more than 10

57
Q5.) What’s your monthly income?

a) <25,000 b)25,000-50,00

c)50,000-75,000 d)> than 75,000

Q.6) how many members are there in your family?

a) 2 b) 3

c)4 d) more than 4

Q7.) Which packages have you availed?

a) Business tour b) Adventure Holidays
c) Heritage Holidays d) Hill Station
e)Honeymoon Holidays f) Luxury Holidays
g)Wildlife Holidays h)Religious Holidays

Q8) what kind of accommodation do you choose?

a)Hotel b)Camp site

c)Apartment d)Marina

Q9.) During last year in which month your travelling frequency was high?
a) January b) February
c) March d) April
e) May f) June
g) July h) August
i) September j) October
k) November l) December

Q10).Brands & services of Gats Tour & Travel are?

a)excellent b)good
c) Average d) poor

58
Q11) from where you came to know about Gats Tour & Travel ?

a)television b)radio

c) Hoardings d) internet

e) Others

Q12.)Do you know Gats Tour & Travel is ISO 9001 Certified?
a) Yes b) No

Q13.Discounts & offers by Gats Tour & Travel are?

a)excellent b)good
c)average d)poor

Q14) how would you rate your level of satisfaction with regard to what Gats Tour & Travel
has to offer?
a) Very unsatisfied b) Unsatisfied
c) Somewhat satisfied d) Satisfied
e) Very Satisfied

Q.15) Do you feel that Gats Tour & Travel provide value for money?
a).strongly agree b).agree
c).disagree d).strongly disagree

59
 CHAPTER – 11
BIBLIOGRAPHY

60
 BIBLIOGRAPHY

 Marketing Management : A South Asian Perspective by Philip Kotler, Kevin Kelly,

Abraham Koshy and Mithileshwar Jha 13th Edition, Pearson Publication.
 Research Methodology : Methods & Techniques by C.R.Kothari 2nd Edition, New
Age International (P) Limited, Publishers.
 www.gats.in
 www.ibef.org
 www.tourism.gov.in
 www.google.com
 www.bplan.com
 www.kuonitravels.com

61