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A. Abhijeet.

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Abhijeet Athipet
Abhijeet Athipet

The document discusses improving customer satisfaction in pre-tour services for the travel industry. It analyzes various interactions that occur in the pre-tour process and identifies potential bottlenecks. Factor analysis identified 7 key factors that can cause customer failure, with providing wrong information being the most common issue. Analysis of 162 customer cases found around 30% had issues, mostly due to wrong information. The document recommends establishing checklists at each stage of the pre-tour process to monitor interactions and reduce instances of customer failure.

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IMPROVING CUSTOMER SATISFACTION MONITORING PRE-TOUR SERVICES IN TRAVEL INDUSTRY. at By Athipet Abhijeet 14PGGMS002
Goods to service Travel agency Tangibility Continuum of Evaluation from Product to service.
Destination Ticketing Hotel confirmations VISA. Coach and other services Services of A Travel Agency:
4 Characteristics & 5 Parameters of evaluation for A Service: Intangibility Variability Perishability Inseparability Tangibles Empathy Assurance Responsiveness Reliability
About Indian Out Bound Market & COX & KINGS. Indian out bound market fast growing than in bound ( nearly twice). Far east and Europe are the most often visited by Indians. Old Players- Cox and Kings, Thomas Cook, SOTC etc. Todays Market leader- Make my trip. (Online service provider concurred the market share of store based, traditional approached big players.) COX & KINGS- a brand positioned as make moments memorable. Products in the Market: Group tours/ package tours. Flexible tour/ requirement bookings. VISA Consultation/ processing assistance. FOREX ( Corporate, individual). Niche products of CNK: Language specific Group Tours (Ami Traval Kar- Marathi group tours) Gaurav Yatra- tour for Vegetarian.
Customer Satisfaction In pre tour services
Simplified Interactions
Loss of credibility at one store is loss of credibility of all stores of the organization. Managerial Question: What to do to decrease the loss of credibility of the organization Research objective: What are the factors/ reasons for loss of credibility What hat is the frequency of its occurrence Research Question: What are the various interactions (both with client and internal) in pre tour services. What are the critical interactions in the process? What are the bottle necks and lapses that may occur in the process? What is the root cause of the lapse? What is the frequency of the lapse in that organization? Store performance and the pattern in which these lapses occur Research Type: Exploratory Research
Data collection: Collection of lapses in the process by observation, Case study and depth interview (Clients, Sr. Mangers). To find root cause of customer failure by factorization of lapses. Usage of 5 point Likert scale for collecting data. variable to subject ratio of 3:1, so data collected from 200 sourses. Continent stratified Sampling. Strata -1: basis on department. Strata -2: basis on designation. Limitations: due to norms of the organization the data for factor analysis .i.e. for level of dissatisfaction that each laps may cause is could not be collected directly from clients. The rating was taken from Sr. managers, managers and scale 2 officers which was highly correlated with clients opinion.( from literature review).
KMO and Bartlett's Test Kaiser-Meyer-Olkin Measure of Sampling Adequacy. .617 Bartlett's Test of Sphericity Approx. Chi-Square 12725.598 Df 1830 Sig. .000 Results of Factor Analysis (PCA) KMO >0.5 data is sufficient/ adequate. Bartletts >0.5 the variables are highly co related. Eigen value >2.5.=> total variance explained is 60% No. Of factors: 7. 1st is most contributing of % and rest <10% each
Discrepancy Faced: NPD/ NDP- Not definitely positive or not positive definite. The error indicates that your correlation matrix is not positive definite (NPD), i.e., that some of the eigenvalues of your correlation matrix are not positive numbers. A correlation matrix will be NPD if there are linear dependencies among the variables, as reflected by one or more eigenvalues of 0. If you had more cases in the file than variables in the analysis, list wise deletion could leave you with more variables than retained cases. Pairwise deletion of missing data can also lead to NPD matrices. Negative eigenvalues may be present in these situations. If there are more variables in the analysis than there are cases, then the correlation matrix will have linear dependencies and be NPD.
Root Cause of Customer Failure: Providing wrong information. Lack of follow up Non responsive staff/non supporting client. No transparency. Not being pro active Carelessness.
Store Performance Analysis Mean 2.48 Mode 1 Count 25 Descriptive statistics: Number of issues => count= 25 cases out of 162 cases (nearly 30%) All root causes are coded as listed above(1 to 6). Mode=1 => the most occurring issues is due to wrong information.
Stages in the Process Check Points Responsibility of Planning Understanding the customer requirements properly and suggesting a right alternative of group tour or FIT. To fix clients expectations. SOs Booking Clear dollar rate and its changes. Visa and document requirements submission duration (including Buffer time). Payment time line made according to booking date informed to LO and client. Also Probability of tour operation is to be touched up on to help clients make any changes. The file to be handed over to LOs is to be clearly specified about the processing to be carried forward mentioning all details of countries of travel, booing form signed, any specifics if any. SOs Payment and Document collection Timeline specified by SOs to be confirmed/ intimated to clients by LO. Though collection of payment is altered, document collection is to be done priority. LO Follow- up Customers are to be kept informed about any changes made from tentative and taken confirmation. Visa Submission, Processing timeline is to be intimated to clients. Any delays or implications are clearly informed and alternative suggestions are to be discussed as a stand by plan. LOs, VOs Partly SOs (since SOs are to be involved in the entire process) Hand over Ensure customer is proactively informed from organizational end about the hand over and is delivered at door step. ( if promised so) If they are called to the store the hand over is to be kept readily packed without making them wait in the store for any confirmations. LOs & SOs Recommendations made- A check list at every stage of process
A. Abhijeet.

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A. Abhijeet.

  • 1. IMPROVING CUSTOMER SATISFACTION MONITORING PRE-TOUR SERVICES IN TRAVEL INDUSTRY. at By Athipet Abhijeet 14PGGMS002
  • 2. Goods to service Travel agency Tangibility Continuum of Evaluation from Product to service.
  • 4. 4 Characteristics & 5 Parameters of evaluation for A Service: Intangibility Variability Perishability Inseparability Tangibles Empathy Assurance Responsiveness Reliability
  • 5. About Indian Out Bound Market & COX & KINGS. Indian out bound market fast growing than in bound ( nearly twice). Far east and Europe are the most often visited by Indians. Old Players- Cox and Kings, Thomas Cook, SOTC etc. Todays Market leader- Make my trip. (Online service provider concurred the market share of store based, traditional approached big players.) COX & KINGS- a brand positioned as make moments memorable. Products in the Market: Group tours/ package tours. Flexible tour/ requirement bookings. VISA Consultation/ processing assistance. FOREX ( Corporate, individual). Niche products of CNK: Language specific Group Tours (Ami Traval Kar- Marathi group tours) Gaurav Yatra- tour for Vegetarian.
  • 6. Customer Satisfaction In pre tour services
  • 8. Loss of credibility at one store is loss of credibility of all stores of the organization. Managerial Question: What to do to decrease the loss of credibility of the organization Research objective: What are the factors/ reasons for loss of credibility What hat is the frequency of its occurrence Research Question: What are the various interactions (both with client and internal) in pre tour services. What are the critical interactions in the process? What are the bottle necks and lapses that may occur in the process? What is the root cause of the lapse? What is the frequency of the lapse in that organization? Store performance and the pattern in which these lapses occur Research Type: Exploratory Research
  • 9. Data collection: Collection of lapses in the process by observation, Case study and depth interview (Clients, Sr. Mangers). To find root cause of customer failure by factorization of lapses. Usage of 5 point Likert scale for collecting data. variable to subject ratio of 3:1, so data collected from 200 sourses. Continent stratified Sampling. Strata -1: basis on department. Strata -2: basis on designation. Limitations: due to norms of the organization the data for factor analysis .i.e. for level of dissatisfaction that each laps may cause is could not be collected directly from clients. The rating was taken from Sr. managers, managers and scale 2 officers which was highly correlated with clients opinion.( from literature review).
  • 10. KMO and Bartlett's Test Kaiser-Meyer-Olkin Measure of Sampling Adequacy. .617 Bartlett's Test of Sphericity Approx. Chi-Square 12725.598 Df 1830 Sig. .000 Results of Factor Analysis (PCA) KMO >0.5 data is sufficient/ adequate. Bartletts >0.5 the variables are highly co related. Eigen value >2.5.=> total variance explained is 60% No. Of factors: 7. 1st is most contributing of % and rest <10% each
  • 11. Discrepancy Faced: NPD/ NDP- Not definitely positive or not positive definite. The error indicates that your correlation matrix is not positive definite (NPD), i.e., that some of the eigenvalues of your correlation matrix are not positive numbers. A correlation matrix will be NPD if there are linear dependencies among the variables, as reflected by one or more eigenvalues of 0. If you had more cases in the file than variables in the analysis, list wise deletion could leave you with more variables than retained cases. Pairwise deletion of missing data can also lead to NPD matrices. Negative eigenvalues may be present in these situations. If there are more variables in the analysis than there are cases, then the correlation matrix will have linear dependencies and be NPD.
  • 12. Root Cause of Customer Failure: Providing wrong information. Lack of follow up Non responsive staff/non supporting client. No transparency. Not being pro active Carelessness.
  • 13. Store Performance Analysis Mean 2.48 Mode 1 Count 25 Descriptive statistics: Number of issues => count= 25 cases out of 162 cases (nearly 30%) All root causes are coded as listed above(1 to 6). Mode=1 => the most occurring issues is due to wrong information.
  • 14. Stages in the Process Check Points Responsibility of Planning Understanding the customer requirements properly and suggesting a right alternative of group tour or FIT. To fix clients expectations. SOs Booking Clear dollar rate and its changes. Visa and document requirements submission duration (including Buffer time). Payment time line made according to booking date informed to LO and client. Also Probability of tour operation is to be touched up on to help clients make any changes. The file to be handed over to LOs is to be clearly specified about the processing to be carried forward mentioning all details of countries of travel, booing form signed, any specifics if any. SOs Payment and Document collection Timeline specified by SOs to be confirmed/ intimated to clients by LO. Though collection of payment is altered, document collection is to be done priority. LO Follow- up Customers are to be kept informed about any changes made from tentative and taken confirmation. Visa Submission, Processing timeline is to be intimated to clients. Any delays or implications are clearly informed and alternative suggestions are to be discussed as a stand by plan. LOs, VOs Partly SOs (since SOs are to be involved in the entire process) Hand over Ensure customer is proactively informed from organizational end about the hand over and is delivered at door step. ( if promised so) If they are called to the store the hand over is to be kept readily packed without making them wait in the store for any confirmations. LOs & SOs Recommendations made- A check list at every stage of process

Editor's Notes

  1. X12 can be reproduced by a weighted sum of variables X5, X7, and X10, then there is a linear dependency among those variables and the correlation matrix that includes them will be NPD.