A PROJECT REPORT ON

COMPARATIVE STUDY OF CONSUMER BEHAVIOUR WITH RELATION TO TRAVEL & TOURISM INDUSTRY OF SAHARA WITH RESPECT TO OTHER COMPANIES IN THE MARKET.
SUBMITTED BY: NAZRUL HAQUE SAIKIA ROLL NO.-9208500064 BATCH- JULY2009-11 UNDER THE GUIDANCE OF Mr. ANUBHAV CHAUDHARY HEAD- BUISNESS DEVELOPMENT

INTERNATINAL INSTITUTE FOR LEARNING IN MANAGEMENT BUSINESS SCHOOL

STUDENT DECLARATION
I, hereby declare that my project report entitled Comparative Study of Consumer Behaviour with Relation to Travel & Tourism Industry of Sahara with Respect to Other Companies in the Market written and submitted by me, to the Punjab Technical University, Jalandhar, in partial fulfilment of the requirements for the award of MBA (marketing) is my original work and the conclusions drawn therein are based on the material collected by myself.

Place: Date:

Signature of Student

ACKNOWLEDGEMENT
I am thankful to Mr. Anubhav Chaudhury (HEAD- Business Development) Akiko Marketing Solutions for his valuable guidance and provided me all the necessary information throughout this project report completed at time. I am thankful to Ms. Jeeta Rani, Faculty Guide, IILM-BS, New Delhi for her valuable guidance and support at all time.

NAZRUL HAQUE SAIKIA MBA(MARKETING) ROLL NO. 920850064

CONTENTS
1. INTRODUCTION: 1.1 SAHARA SERVICES LTD. 1.2 SAHARA CARE HOUSE 1.3 SAHARA GLOBAL. 2. SAHARA CARE HOUSE MEMBERSHIP PLAN-D. 3. MAKE MY TRIP. 4. RAJ TRAVELS. 5. THOMAS COOK INDIA LTD. 6. SOTC. 7. CLUB MAHINDRA HOLIDAYS. 8. PEARL INTERNATIONAL TOURS AND TRAVELS LTD. 9. TRADE WINGS TRAVEL LTD. 10. COX AND KINGS. 11. GOVT & IATA Affiliation. 12. SAHARA CARE HOUSE MEMBERSHIP PLAN-F. 13. COMPARISION OF PLAN-F WITH OTHER COMPANIES. 14. CONCLUSION. 15. QUESTIONNAIRE. 16. BIBLIOGRAPHY.

1. INTRODUCTION

1.1 SAHARA SERVICES LTD.

Sahara India Pariwar is a major entity on the corporate scene having diversified business interests that include Finance, Infrastructure & Housing, Media & Entertainment, Consumer Products, Manufacturing, Services & Trading. Sahara India Pariwar is a multi-business conglomerate with diversified business interest that includes finance, real estate, media & entertainment, sports, tourism & hospitality, and service & trading. Sahara India Pariwar is headed by Saharasri Subroto Roy. In 1978, he founded Sahara with three workers in the northern state of Uttar Pradesh as a small deposits Para-banking business.

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SAHARA CARE HOUSE

Sahara Care House is a single window service platform offering more than 5000 products and 60 services for Indians residing overseas (NRIs and PIOs). Their services cater to the requirements for just about anything that needs to be done for them, their families and friends in India. Our Services are rendered across all over India through a strong workforce of 3500 Relationship Ambassadors who are on their duty around 24*365. One can avail their services by either becoming a member or transacting as a guest. Sahara Care House is an exclusive NRI service and concierge service portal designed to help NRIs extend a helping hand to their family members and loved ones in India. Rather than simply sending money at home, Non resident Indians can assist their family members in emergency or routine life by selecting from their variety of products and services categorized under Healthcare services, Personalized services, Utility Services and online Shopping India. Sahara care house is launched in 27th march 2006 to serve the NRIs. In 2008 Sahara Care House was introduced to Indian market. It has introduced Plan: A, B, B1, D, F and C which suits the needs of every individual.

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SAHARA GLOBAL
Sahara Global is an integrated Travel & Tourism Services provider, built around service excellence, trust and integrity, providing a memorable experience to all its customers. It believes in creating and managing long term sustainable relationships, based on its belief of Always More For You. The business and service architecture is seamlessly built through cutting-edge technology, processes and a futuristic vision. Talented and dedicated team of professionals from the tourism and hospitality industry ensures high standards of service excellence. ----------------------------------------------

2. SAHARA CARE HOUSE MEMBERSHIP PLAN-D

PLAN-D

Concierge Services- The membership entitles the purchaser to avail of over 100+ services offered at a minimum facilitation fee. These services make the life simpler by offering a helping hand in their daily errand. Also this entitles the member to purchase a host of products online on their portal which products will be discounted for their members. This membership will be valid for one year. There are four major verticalsHealthcare Services. Utility Services. Personalized Services. Shopping Services. Vacation Voucher- This voucher entitles the member and up to 3of his family members/friends to a vacation 52 times in a year for seven nights and eight days in 4000+ resorts across 45 countries. Member on booking a holiday has to pay a nominal booking and maintenance charges. Sahara Discount Vouchers- The members will be entitled to get 10% discount vouchers which can be redeemed on Sahara Care House website. Privilege Discount Card- Entitles you to avail fabulous discounts from over 1800 outlets across India. Lifetime franchisee from SAHARA GLOBAL- Members will have access to personalized data in the website and can book/act online or offline on a wide range of tourism products. These products can be used for personal booking or can be sold to others for a profit. >Annual Subscription of Sahara Care Lifestyle Magazine. >All this just at Rs.9803 >Renewal at Rs. 4999 (with magazine) >Or Rs.3499 (without magazine)

3. MAKE MY TRIP

MakeMyTrip.com, Indias leading online travel company was founded in the year 2000 by Deep Kalra. Created to empower the Indian traveler with instant booking and comprehensive choices, the company began its journey in the US-India travel market. It aimed to offer a range of best-value products and services along with cutting-edge technology and dedicated round-the-clock customer support. After consolidating its position in the market as a brand recognized for its reliability and transparency, Make My Trip followed its success in the US by launching its India operations in 2005. Today, Make My Trip is much more than just a travel portal or a famous pioneering brand - it is a one-stop-travel-shop that offers the broadest selection of travel products and services in India. Make My Trip is the undisputed online leader, with its share of the travel market extending to more than 50% of all online sales. Presently, the company is on track to achieve sales of INR 2500 crores (approximately US$ 500 million) in the financial year ending March 2010, making it Indias largest travel company. Their products are International and domestic air tickets, holiday packages and Hotels, domestic bus and rail tickets, private car, taxi rentals, MICE, etc.

TERMS AND CONDITIONS

Initial deposit of Rs 25000/24/7 Internet connection and valid contact number. No renewable charges of the policy.

At least one sale in 2 months after becoming the authorized travelling agent of make my trip.

5% - 10% discounts on every tickets purchased as being the travelling agent of make my trip. -------------------------------------

4.RAJ TRAVELS WORLD

Shree Raj Travels & Tours Ltd was established in 1976 by Mr. Lalit Sheth - Chairman & Managing Director. BBC worldwide has also rated Raj Travels as India's premier outbound tour operator. In 2009 it was awarded with most prestigious MERA BRAND award. . Raj Travels was the first Outbound Tour Company to introduce Indian Meals on its Globe Tour Packages. Raj Travels was the first tour operator to start package tours to Australia & New Zealand. Way back in 1986 when Raj Travels Launched Caravan Kitchens and started serving "Indian Cuisine- Hot Meals" in Europe, the customer response was so dynamic that it changed the face of "Indian Tours" forever. The biggest players in the industry were compelled to follow suit and it was do or die situation for many. Raj Travels has been renowned for PIONEERING some of the most admired "Customer Services" in tourism.

TERMS AND CONDITIONS

>The Franchise Agent will pay a Brand Royalty Fee of Rs. 1, 00,000/- + 12.25% S.T. per annum to Raj Travels. This is a nonnegotiable clause for ALL Franchises. >An operational business space of 250 sq. ft. Premises should preferably be under ownership. If a premise is on lease it must be permissible for four-years. Premises should be on the ground floor. Premises should be main-road facing. Premises should have a provision of a Sign-Board which will be clearly visible. >The Franchise unit will operate as per the guidelines and parameters set by the Raj Travels H.O. in Mumbai from time to time. >Office must have two telephone lines, a fax line and proper airconditioning, a computer, internet connectivity & a printer. minimum 2 executive staff who are fluent in English and their regional language and from the Travel Industry with knowledge of Tours & CRS and also must have a peon to facilitate daily operations. >Franchisees should be willing to furnish the office to ensure customer comfort. >Stationery should be printed only after obtaining written approval by the Head Office. >Franchisees should be willing to abide by the Raj Travels uniform policy. --------------------------------------

5. THOMAS COOK

Thomas Cook (India) Ltd. is the largest integrated Travel and Travel related Financial Services Company in the country offering a broad spectrum of services that include Foreign Exchange, Corporate Travel, Leisure Travel, and Insurance. The Company launched its Indian operations in 1881 and is celebrating its 127 years of world-class service in India. Thomas Cook (India) operates in the following areas of business, namely: Leisure Travel, Corporate Travel Management, MICE, Foreign Exchange, SWIFT Network, Travel Insurance, Credit Cards, Pre-Paid Cards, Life Insurance and E-Business. Post March 31st 2008, Thomas Cook (India) Limited (TCIL) is a part of Thomas Cook Group plc UK (TCG). On March 7th 2008, TCG announced its decision to acquire TCIL from Dubai Investment Group. Thomas Cook Group plc is one of the largest travel groups in the world with a market capitalization of approximately US$6 Billion. In June 2006, Thomas Cook (India) acquired LKP Forex Limited and Travel Corporation (India) Pvt. Ltd. (TCI). TCIL presently operates in over 72 cities across over 180 locations. The company has overseas operations in Sri Lanka which is a branch of TCIL and Mauritius which is a subsidiary of Thomas Cook (India). The Company employs over 2,200 resources and is listed on both the Bombay Stock Exchange as well as the National Stock Exchange.

TERMS AND CONDITIONS

>Rs. 12lakhs investment capacity. >Fully furnished outlet as per Thomas Cook instruction of at least 700 sq ft. >The company imparts training and expertise to manage the business, provides marketing support through advertisements. >Must earn an annual ROI of Rs. 1.2 million to Rs. 1.4 million. >Franchisees should be able to break even in about one and a half years

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7. CLUB MAHINDRA HOLIDAYS

Mahindra Holidays & Resorts India Ltd. Is a part of the USD 6.7 billion Mahindra Group, one of Indias leading Industrial Houses. The Group has interests in various sectors such as Automotive, Auto Components, Farm Equipment, Trade & Financial Services, Infrastructure and Information Technology. Mahindra & Mahindra has a successful track record as the Market Leader in each Sector. Mahindra Holidays & Resorts India Ltd., (MHRIL) a part of the Infrastructure Sector of the Mahindra Group, brings to the industry values such as Reliability, Trust and Customer Satisfaction. Started in 1996, the companys flagship brand Club Mahindra Holidays, today has a fast growing customer base of over 79,000 members and 23 beautiful Resorts at some of the most exotic spots in India and abroad. Club Mahindra has established a nationwide reach by setting up a network of offices. It has 9 offices spread across the country with a team of over 200 marketing and support executives who are specifically trained on service standards that Club Mahindra is benchmarking in the industry.

TERMS AND CONDITIONS

>Club Mahindra charges no franchisee fee. Only mandatory deposit of Rs. 50,000/- which is refundable. >A well located office with at least 350 sq.ft. space and basic infrastructure. >Owning a car is must. >Inspection & documentation is must before revealing any information from company side. >A flair for managing a Direct Sales team >Experience in handling high net worth individuals, lifestyle and travel/holiday products.

RECENT MEMBERSHIP FROM CLUB MAHINDRA

PLAN

COS 12 T MONT (Rs./- HS ) EMI

24 MONT HS EMI YES

36 MONT HS EMI YES

48 ADDITIONA VALIDI TRANSFERA MONT L BENEFITS TY BLE HS EMI YES FOOD 25 yrs VOUCHERS +LCD TV YES

RED 3460 YES STUDIO 00

RED 4500 YES ONE 00 BEDRO OM

YES

YES

YES

FOOD 25 yrs VOUCHERS+ LCD TV

YES

RECENT MEMBERSHIP FROM CLUB MAHINDRA

>On down payment of 10% the first 12 EMI is interest free. >On down payment of 50% the first 24 EMIs are interest free. >Interest is 15%. > For the first year 7 Nights additional stay is complimentary. >Validity for food vouchers are of one year and can be extended. --------------------------------------

7. SOTC

SOTC is Kuoni India's key outbound travel brand has been voted "Best Outbound Tour Operator" five times in a row by the Galileo Express Travel & Tourism Awards Committee. Till date it has escorted over 4lakh passengers all across the globe. Cost Saver tours by SOTC have been designed keeping in mind the budget of the traveler without compromising on sightseeing and basic holiday needs. There are many innovative packages namely BHRAMAN MANDAL for the Marathi speaking population and 'GURJAR VISHWADARSHAN' for the Gujarati speaking population. ----------------------------------------------

TERMS AND CONDITIONS

FRANCHISEE is not available for North India at the present moment. FOR THE REST OF INDIA THE CONDITIONS ARE: Room must be 800 1000 sq ft.

Advance of Rs. 5lakh

Interior as per the SOTC instruction but at own cost.(Black chair, counter, backdrop,etc)

3-4 computers with internet connections, 1 fax, min 2 phones with STD facilities, etc.

Literature and uniform will be given by the company.

Work on commission basis i.e. 5% to 10%.

Validity for 4 yrs and no renewal fee. No added benefits ---------------------------------------------

8. PEARL INTERNATIONAL TOURS AND TRAVELS

Pearls Tours & Travels offers India travel packages and tourist guide information for its valued travellers. THIS ORGANIZATION DOSE NOT GIVE ANY FRANCHISE.
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9. Trade wings travel ltd

Trade Wings Travel ltd established in 1949, Trade Wings is a complete travel organization. It has its branches in all major cities of India. Its major services are Inbound, Outbound, Domestic tour packages, MICE, Forex. It does not give any franchisee but any travel agent can buy their itinerary from nearest branch and resell them at higher cost to earn profit.
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10. COX AND KINGS

Cox & Kings (India) Ltd.,(CKIL), is the longest established travel company in the world since 1758 and in December 2009 listed on the stock exchange in India. Its history began when it was appointed as general agents to the regiment of Foot Guards in India under the command of Lord Ligonier and handled the Royal Cavalry, Artillery and Infantry, Royal Wagon Train, the Household Brigade, the Royal Navy and the Royal Air Force came under its wings. Today, it is a premium brand in all travel related services, employing over 1,400 professionals and headquartered in India. The company is networked through a mix of branch sales offices, franchised sales shops, General Sales Agents (GSAs), and Preferred Sales Agents (PSAs). The company has 14 branch sales offices located in Mumbai, New Delhi, Chennai, Kolkata, Bangalore, Hyderabad, Ahmadabad, Jaipur, Kochi, Pune, Nagpur and Goa. The company has appointed 79 franchisees across 20 states covering 70 cities. The companys extensive network of 185 GSAs and PSAs covering all major towns and cities of India enhances its reach. It has subsidiaries in UK, Australia, New Zealand, Japan, US, UAE and Singapore and operates from Moscow (Russia), Maldives and Tahiti through branch offices and Spain, Sweden, Germany, Italy, France, South America and South Africa through representative offices. ----------------------------------------

TERMS AND CONDITIONS >Invest Rs.10 15 lakh exclusive of set up cost. >The interior and exterior must have COX AND KINGS look. 250 1000 sq ft is must. >Premise should be under ownership and if taken on lease then should be for 5 yrs. >Premise should be on ground floor. Main road facing and provision for sign board which will be clearly visible. ------------------------------------

11. RECOZNITION FROM GOVERNING BODIES

GOVERNMENT AFFILIATION should have a minimum paid up capital of Rs.3.00 lakhs. foreign exchange by the firm from tour operation should be a minimum of Rs. 10.00 lakhs. At least two employees from IITTM. The Tour Operator should have been in operation for a minimum period of 1year before the date of application. The minimum office space should be of 250 sq. ft. Validity for three years and renewal fee is Rs.3000.

IATA AFFILIATION Time consuming documentation process.

Registration fee Rs. 38684 for HO & Rs.32734. Annual fee Rs.4050. Government affiliation is must.

12. SAHARA CARE HOUSE MEMBERSHIP PLAN-F

All benefits mentioned under PLAN D Additional benefit of THAILAND TOUR: >4N/5D for one person on twin sharing basis. >4 meal vouchers will be issued for Dinner. >Kingfisher economy class ticket. >Must redeem the facility within 90 days. >Not transferable. > This Option is priced at just Rs. 19,999/-* (Including Taxes). >Renewal @ Rs. 3499/- or Rs.4999/-(+ magazine) ----------------------------------------

13. COMPARISION OF SAHARA CARE MEMBERSHIP PLAN-F WITH OTHER COMPANIES.

Sahara Global Duration Destinatio n No. of persons Airline 4N/5D Bangkok, Pattaya 1 Kingfisher economy class 3 star hotel room on twin sharing basis Included Included Included Included Included Included 20

Cox N Kings 5N/6D Bangkok, Pattaya 1 Not included

Thomas Cook 5N/6D Bangkok, Pattaya 1 Thai Airways/ Sri Lankan Airways economy class 3 star hotel room on twin sharing basis Included Included Included Included Included Included 30-35

SOTC 5D/4N Bangkok, Pattaya 1 Economy class

MAKE MY TRIP 5D/4N Bangkok, Pattaya 1 Economy class

Accommo dation Food Sight seeing Visa Insurance Transpor tation Tour guide Group

3 star hotel room Only breakfast Included Excluded Excluded Included Included No group

3 star hotel room on twin sharing basis Included Included Included Included Included Included No group but if they will provide a tour manager for more than 15 people in a group Rs.41000+ $225 dis.-Rs.10000 cost after dis.Rs. 42575

3 star hotel on twin sharing Breakfast only Included Excluded Excluded Included Included

Cost

Rs 19,999

$326 + $13 (transfer fees) *$185 each for 2 persons

Rs 44,000

Rs. 19499

Sahara Global Duration Destination No. of persons Airline 4N/5D Bangkok, Pattaya 1 Kingfisher economy class

CLUB Great India MAHINDR holidays A 4N/4D 5D/4N Bangkok, Bangkok, Pattaya Pattaya 1 1 Kingfisher economy class 3 star hotel, twin sharing Economy class in thai airways or indian airlines 3 star hotel on twin sharing included included excluded excluded included included Min.5 Rs. 29000

RAJ TRAVELS 4N/4D Bangkok, Pattaya 1 Economy class

Pearl Tour and Travels 4N/4D Bangkok, Pattaya 1 Kingfisher economy class 3 star hotel on twin sharing Breakfast only Included Included +Rs.500 Included Included allowed Rs.25000

Accommod ation

3 star hotel room on twin sharing basis Included Included Included Included Included Included 20 Rs 19,999

3 star hotel on twin sharing included Included included +Rs800 Included Included No group Rs.32500

Food Sight seeing Visa Insurance Transporta tion Tour guide Group Cost

Breakfast only Included included Included Included Included No group Rs.22000

14. CONCLUSION

After having done a detailed market analysis on tour and travel industries, it is apparent that Sahara Pariwar enjoys a definite edge over its competitors in terms of cost, multiple options and flexibilities in the services, extra facilities like concierge services, vacation vouchers etc and overall experience. Of course, the brand name and goodwill that it enjoys puts it a notch above the others. ---------

15. QUESTIONNAIRE

Guidelines:
This questionnaire is part of project work of a student, please help. There are No Right or Wrong answers. Therefore, please go by your
valuable first impression.

Please Do Not Write your name on the questionnaire. This will ensure
confidentiality for your kind and frank response.

Please select Any One of the five alternatives by marking () tick for
each of these statements.

The questionnaire has 12 statements.

QUESTIONNAIRE
1. Age a) Below 20 2. Gender: b) 20-30 Male c) 30-40 Female PUC Graduation Private employee Professional Others 10,000-20,000 30,000 & above 5000-10,000 20,000 & above d) 40-50 e) 50-60

3. Qualification: SSLC PG 4. Occupation:

Government employee Business Self Employed Below 10,000 20,000-30,000

5. Income per month:

6. Savings per month: Below 5000 10,000-20,000

7. Are you a new customer or an existing customer of Sahara Care House? YES NO

8. Are the product of Sahara Care House is up to your satisfaction level? YES NO

9. Are you satisfied with the services provided by Sahara Care House?

Strongly agree disagree

Agree

Neutral

Disagree

strongly

10. Will you suggest your friends to buy the products of Sahara Care House? YES NO

11. Sahara Care House is putting constant and sincere efforts to solve problems regarding their products and services?

Strongly agree disagree

Agree

Neutral

Disagree

strongly

12. What is your overall impression about Sahara Care House in comparison to other companies?

Very good

Good

Average

Bad

Very Bad

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16.BIBLIOGRAPHY

1. Newspapers and journal published on daily basis. 2. Data from companys book. 3. Brochures published by Sahara Care House. Websites: 1. www.saharacarehouse.in.
2. 3. 4. 5. 6. 7. 8. 9.

www.google.com. www.makemytrip.com. www.rajtravels.com. www.thomascook.com. www.sotc.com. www.clubmahindraholidays. www.pearlinternationaltoursandtravels.com www.travelwingstravelltd.com.

10. www.coxandkings.com.

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