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Service Marketing
Presented by:
Ayushi Jain -PGFA1635
Ayushi Pathak -PGFA1636
Diksha -PGFA1645
Divyanshi Dayalani -PGFA164...
Industry Overview
 Travel and tourism is the largest serviceindustry in India
 This industry provides heritage,cultural,...
About the Company
 Make My Trip is India’s leading an online travel company
 It was founded in the year 2000 by Mr. Deep...
Major Player in the Industry
Thomas cook India Private limited
Cox and king India Private limited
Kuoni Global Travel s...
LATEST TRENDS IN TOURISM SECTOR
 Growing options for low budget travelers
 Visa on arrival boosting tourism
 Rise of bo...
PROBLEMS FACED BY THIS SECTOR
 Business hurdles
 Attacks on women
 Security concern
 Concerns about industry growth
6
Moments of Truth
 Flight check ins as per the information floated
 Service at the arrival
 Car service at every pick up...
Service Blueprint of8
7P’s- Marketing Mix
 PRODUCTS
 PLACE
 PRICE
 PROMOTION
 PEOPLE
 PHYSICAL EVIDENCE
 PROCESS
9
AVERAGE WEIGHTED SERVQUAL SCORE
FACTORS SCORE IMPORTANCE
WEIGHT
WEIGHTED
SCORE
RESPONSIVENESS 3 10 30
ASSURANCE 1 30 30
TA...
Recommendations
 At their website they should avail the services of 3d view of hotels and other
services being offered
 ...
12
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Group 7 (sm makemytrip)

service marketing: 7p's, service blueprint, serviqual model analysis

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Group 7 (sm makemytrip)

  1. 1. Service Marketing Presented by: Ayushi Jain -PGFA1635 Ayushi Pathak -PGFA1636 Diksha -PGFA1645 Divyanshi Dayalani -PGFA1646 Nandini Goswami -PGFA1657 1
  2. 2. Industry Overview  Travel and tourism is the largest serviceindustry in India  This industry provides heritage,cultural,medical,business and spot tourism.  Tourism sectors contributes to the country’sgross domestic product will with growth rate of 7.8% yearly.  Betterlodging facility has been a factor which has contributedto increaseforeign tourist arrival  The policies implementedby the government of India has boosted to the Indian tourism and hospitality industry  India’s traveland tourism industry is set to grow by about 7.3% 2
  3. 3. About the Company  Make My Trip is India’s leading an online travel company  It was founded in the year 2000 by Mr. Deep Kalra  They are offering various services like airline tickets booking, hotel reservations, car rentals, travel packages and holidays in India  Make my trip is 24X7 on line portal  In Dec. 2007, Make My Trip won the “best Online Travel Agency in India” award 3
  4. 4. Major Player in the Industry Thomas cook India Private limited Cox and king India Private limited Kuoni Global Travel services Clear trip Expedia.co.in Yatra.com The Leela Palaces Goibibo 4
  5. 5. LATEST TRENDS IN TOURISM SECTOR  Growing options for low budget travelers  Visa on arrival boosting tourism  Rise of boutique hotels  Exploring new destinations  Travel tradeshows promoting tourism 5
  6. 6. PROBLEMS FACED BY THIS SECTOR  Business hurdles  Attacks on women  Security concern  Concerns about industry growth 6
  7. 7. Moments of Truth  Flight check ins as per the information floated  Service at the arrival  Car service at every pick up point  Hotel room allotted as per the requirement and instructions  Timely execution of the itinerary  Professional and empathetic employees 7
  8. 8. Service Blueprint of8
  9. 9. 7P’s- Marketing Mix  PRODUCTS  PLACE  PRICE  PROMOTION  PEOPLE  PHYSICAL EVIDENCE  PROCESS 9
  10. 10. AVERAGE WEIGHTED SERVQUAL SCORE FACTORS SCORE IMPORTANCE WEIGHT WEIGHTED SCORE RESPONSIVENESS 3 10 30 ASSURANCE 1 30 30 TANGIBILITY 1 10 10 EMPATHY -2 20 -40 RELIABILITY -3 30 -90 10 Average Weighted Servqual Score (Total/5) = -12
  11. 11. Recommendations  At their website they should avail the services of 3d view of hotels and other services being offered  Some amount of decision making must be delegated to the employees so that they can confidently respond to the customer’s uninvited queries  The tangibility should be more as we are more reliable on others for our services  They should focus more upon the accuracy factor to increase their reliability 11
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