Rajeshwari Final Report

Analysis of Customer Satisfaction
CHAPTER 1
INRODUCTION
Background of the topic:
Defining customer satisfaction:
It is well known fact that modern management considers that for every business organization
customer satisfaction is a base of its performance and standard of excellence (Gerson,
1993).Moreover, measuring this customer satisfaction provides achievement and
accomplishment in every stage for all the people involved with it and so motivates people to
achieve and perform in higher levels (Hill, 1996; Wild, 1977; Wild, 1980).
According to Philip Kotler, ―satisfaction is a person‘s feelings of pressure or

disappointment resulting from product‘s perceived performance (outcome) in relation to his or
her expectations. Customer satisfaction is the level of a person‘s felt state resulting from
comparing a product‘s perceived performance (outcome) in relation to the person‘s
expectations.
Customer satisfaction is defined as an "evaluation of the perceived discrepancy between prior

expectations and the actual performance of the product" Satisfaction of customers with
products and services of a company is considered as most important factor leading toward
competitiveness and success .Customer satisfaction is actually how customer evaluates the
ongoing performance (Hennig-Thurau and Klee, 1997).
Customer satisfaction is also defined as "the number of customers, or percentage of total

customers, whose reported experience with a firm, its products, or its services (ratings) exceeds
specified satisfaction goals." It is the measure of how products and services supplied by a
company meet or surpass customer expectation. Customer satisfaction provides a leading
indicator of consumer purchase intentions and loyalty. Measuring customer satisfaction
provides an indication of how successful the organization is at providing products and/or
services to the marketplace. Customer satisfaction is measured at the individual level, but it is
almost always reported at an aggregate level. It can be, and often is, measured along various
dimensions(Gustafsson, Johnson and Roos, 2005).
Department of BBA January-April 2019 Page 1

Customer satisfaction is an ambiguous and abstract concept and the actual manifestation of the
state of satisfaction will vary from person to person and product/service to product/service. The
state of satisfaction depends on a number of both psychological and physical variables which
correlate with satisfaction behaviors such as return and recommend rate. The level of
satisfaction can also vary depending on other options the customer may have and other products
against which the customer can compare the organization's products(Tse and Wilton, 1988,
Oliver 1999).
Determinants of customer satisfaction:
There are different variables that might influence directly or indirectly on customer
satisfaction
Price:
According to (kotler & Armstrong 2010) price can be defined as the money paid for a product or service
or it can also be defined as the sum of values that is exchanged by the customers for the usage of a
product or service (Stanton, Michael, and Bruce 1994) defined price as the money which is needed to
grab the combination of other goods or services. According to Kotler and Armstrong (2010) price
is the amount of money charged for a product or service, or the sum of the values that customers
exchange for the benefits of having or using the product or service while Stanton, Michael and
Bruce (1994) defined price as the amount of money or goods needed to acquire some
combination of another goods and its companying services. But the marketing literature
showed researchers’ inclination towards price fairness in relation with customer satisfaction
Quality
Definition of service quality hold that this is the result of the comparison that customer make
between their expectations about a service and their perception of the service has been
performed. A business with high service quality will meet or exceed customer expectations
whilst remaining economically competitive. Evidence from empirical studies suggests that
improved service quality increases profitability and long term economic competitiveness.
Improvements to service quality may be achieved by improving operational processes;
identifying problems quickly and systematically; establishing valid and reliable
service performance measures and measuring customer satisfaction and other performance

outcomes. A customer's expectation of a particular service is determined by factors such as

recommendations, personal needs and past experiences. The expected service and the perceived
service sometimes may not be equal, thus leaving a gap. The relationship between service
quality and customer satisfaction has received considerable attention in academic literature.
The results of most research studies have indicated that the service quality and customer
satisfaction are indeed independent but are closely related that and a rise in one is likely to
result in an increase in another construct(Frank,1962;Maffei,1960).
If the product produced is perfect on its first try which can be said as ability of producing zero
error rate product is known as quality (Parasuraman et al., 1985).It can also be defined as
producer‘s ability to meet the customers‘ expectations (Crosby, 1979 quoted in Parasuraman
et al., 1985).From the customers view quality is defined as the perceived consumers decision
on overall superiority of the product (Zeithaml, 1988).
Since 1981, Oliver viewed customer satisfaction in the angle of transaction behavior which is
after-sale immediate assessment or an effect reaction with transaction experience. According
to the study of Parasuraman, Zeithaml & Berry (1985) customer satisfaction ranges from the
factors such as product quality, service quality, price, personal and situation and so on. That is
the overall evaluation on tangible and intangible product and service. Therefore, customer
satisfaction is defined as the assessment of online travel agent service when people experience
the service.
Company Communication
Communication is central to effective channel functioning between channel members have

been linked to trust power and influence strategies channel structure coordination channel
member commitment and resource allocation decisions Clearly, communication behaviours
are an important factor in the development of channel relationships and assessments of
relationship quality.
one of the variable which can influence the satisfaction of customers towards an organization
is its communication towards its customers .The way the company‘s employees having
sufficient knowledge towards products, their responsiveness, courteousness and their follow
up are the things that will create positive image in the customers mind.

CUSTOMER SATISFACTION REGARDING TOURS AND TRAVELS:

the elements that affect customer satisfaction/dissatisfaction through the service offered by the
tour leader in on-tour service encounters. It also analyzed the role of the tour leader within a
long-haul escorted group. The relationship between overall satisfaction with a travel agency
and the generation of repeat business was also investigated. The primary data were collected
using three methods: semi-structured face-to-face interviews with managers from randomly
selected Taiwanese travel agencies; participant observation of a Taiwanese guided package
tour; and semi-structured international telephone interviews with tour group participants. The
results revealed that the service attitude of the tour leader is sufficient to satisfy tour participants
but interpretation skills will enhance the customers' level of satisfaction. However, Taiwan's
tour leaders are tip-sensitive and the issue of tipping plays a crucial factor in influencing the
tour leaders' job performance as well as customer satisfaction. Findings also revealed that tour
leaders have a good opportunity to develop personal relationships with tour members and that
the tour leader is only a partial factor influencing the future return of customers. A reasonable
price of the tour is also essential. The results suggested that travel agencies should be aware of
the importance of the tour leaders' welfare and should help them to improve their presentation
and communication (social) skills – to explain to customers the reason why “negative incidents
of low significance” occur and consequently to help reduce customer dissatisfaction when
problems occur on the tour.
Achieving Customer Satisfaction in Tour Business:
1. Use an attractive company Web site that will appeal to customers
In a generation that is dependent on technology, building a Web site will be a perfect way for
visitors to learn more about a certain company. The World Wide Web is a common tool for
travelers to find cheaper tour options, book accommodations, and research on places of interest.
See to it that your company’s Web site has an appealing design that is both desktop and mobile
friendly. Choose an organized layout and make sure that it is easy to navigate as well.
2. Make sure that the online booking system is easy to use and secure

A customer can easily lose interest when a company’s online booking system is difficult to use.
Factors that they look for in particular are speed, information, security, and convenience. Keep
in mind that there are numerous tour operators on the Internet, so most customers can easily go
to different Web sites to book their trip, if they don’t find yours convenient.
So to improve customer satisfaction in tour business, invest in a server that is reliable enough
to work 24/7 without the risk of being hacked or having information stolen; otherwise, you will
lose the customer’s trust and reliability altogether. A more secure system will allow the
company to build client trust and increase their popularity in the market.
3. Take advantage of social media
Social media is the most convenient way to develop a company’s brand in the digital age.
Facebook, Twitter, and YouTube ads are known to be a good investment for companies as
using these results in large returns. You may also take advantage of social media tools as they
will allow you to target a specific audience (e.g., age, gender, location, etc.). Make sure that
your posts list all the necessary information about your company as well as eye-catching
campaigns.
4. Ensure top notch customer service
Customer satisfaction in tour business is the result of well-trained employees and a good
working system. Once you have secured both, make sure that you set a reasonable response
time for inquiries via your Web site or through social media accounts. The minimum time to
respond should be a number of hours within a day.
For phone queries, make sure that customers are greeted with respect and that concerns are
answered proactively. You may allow your employee to undergo training when it comes to
ensuring good customer service as new methods are gradually developed over time. Prove to
potential clients and old ones that they are always a top priority, and you’ll be sure that they
will come back to do business again and again. This will lead to customer satisfaction in tour
business.
5. Build professional relationships with clients

Professionalism does not mean that you should maintain a distance from your customers. You
may get to know them more intimately so they can develop a sense of trust toward you and the
company. Social media may be an effective way to develop professional relationships and
garner confidence with potential ones.
6. Secure your business
Acquire trade and mandatory government licenses to help boost the credibility of your
business. Getting memberships in tour organizations will also attract more customers. This will
cause a significant increase in booking each month since your company’s popularity rises. As
stated at the beginning of this article, networking is essential when keeping a business above
the rest.
When it comes to securing your fleet, make sure that the company’s assets are insured. Reduce
insurance cost by investing in a GPS tracker technology. This will give business owners a
convenient way to manage remote employees during operations while saving on fuel cost and
reducing the risk of accidents. Trackimo is one of the best GPS tracking devices in the market
today. It can be easily hard-wired to your vehicle fleet to eliminate the need for charging.
Dispatchers will also receive detailed reports on harmful employee driving behaviors to be able
to ensure that customers are safe at all times.
OPERATIONS:
A travel agency's main function is to act as an agent, selling travel products and services on
behalf of a supplier. Consequently, unlike other retail businesses, they do not keep a stock in
hand, unless they have pre-booked hotel rooms and/or cabins on a cruise ship for a group travel
event such as a wedding, honeymoon, or a group event. A package holiday or a ticket is not
purchased from a supplier unless a customer requests that purchase. The holiday or ticket is
supplied to the agency at a discount. The profit is therefore the difference between the
advertised price which the customer pays and the discounted price at which it is supplied to the
agent. This is known as the commission. In many countries, all individuals or companies that
sell tickets are required to be licensed as a travel agent.

In some countries, airlines have stopped giving commissions to travel agencies. Therefore,
travel agencies are now forced to charge a percentage premium or a standard flat fee, per sale.
However, some companies pay travel agencies a set percentage for selling their product. Major
tour companies can afford to do this, because if they were to sell a thousand trips at a cheaper
rate, they would still come out better than if they sold a hundred trips at a higher rate. This
process benefits both parties. It is also cheaper to offer commissions to travel agents rather than
engage in advertising and distribution campaigns without using agents.
Other commercial operations are undertaken, especially by the larger chains. These can include
the sale of in-house insurance, travel guide books, and public transport timetables, car rentals,
and the services of an on-site bureau de change, dealing in the most popular holiday currencies.
A travel agent is supposed to offer impartial travel advice to the customer, as well as
coordinating travel details and assisting the customer in booking travel. However, this function
almost disappeared with the mass market package holiday, and some agency chains seemed to
develop a "holiday supermarket" concept, in which customers choose their holiday from
brochures on racks and then book it from a counter. Again, a variety of social and economic
changes have now contrived to bring this aspect to the fore once more, particularly with the
advent of multiple, no-frills, low-cost airlines
Need / Importance of the topic:
In this competitive business environment because of the increase in competition it is necessary

to understand the satisfaction of customers and to retain them which most of the organizations
underestimate. So this study focuses on customer satisfaction towards SAM TOURS AND
TRAVELS
The research by Bain and company found that with increase of 5% in customer retention will
increase profits of 25% to 95% for many companies and also found that in gaining a new
customer the cost will be

(showing graph between customer type and cost per customer )

six to seven times more than to retain an existing customer.For every business the information
provided on customer satisfaction is reliable because it provides direct feedback to companies
of what their customer preferences are and how they feel about the company (Grigoroudis &
Siskos 2010,1)
It is considered from many studies that customer satisfaction is strongly related to long term
customer relationships (Ganesan 1994; Mittal & Kamakura 2001; Mittal, Ross & Baldasare
1998.) it is said that if once the customer is satisfied with the product he/she has received they
will mostly continue with same company‘s products in long run and also suggest or recommend
the company‘s products to others and thus drives loyalty and revenue to the company (Lam et
al. 2004.
Theoretical implications of the topic :
The topic mainly discusses about customer satisfaction through understanding relevant
concepts by reviewing relevant literatures there by achieving the research objectives. The topic
mainly focuses on customer satisfaction and so to retain the existing customers while also
targeting the non-customers as well.
It is the indication for the organization that how successful they are in meeting the customer
expectations through measuring customer satisfaction. Though it is a abstract concept the
satisfaction of customer will change from every person and from each product or service ,this
may also differ depending upon the different factors one such thing can be the products with

which the customer compares. This topic mainly focuses on customer satisfaction and the level
of satisfaction of customers towards price, quality, delivery, features, and company
communication .Based on this research questions were designed whether the customers are
satisfied or dissatisfied and relevant data is collected. Suitable concepts were discussed such as
relationships between variables, comparisons and so on. Literature was reviewed to know the
applicability of the customer satisfaction concepts since to any business organizations
satisfaction of customers is very important asset.
Recent trends related to the Topic :
As we all know how important it is for a company to assess their customer‘s satisfaction so as
to plan strategies accordingly, we see the surveys of customer satisfaction that pops overtime
when we make a purchase.
Fred Reichend, author of ―The ultimate question; Driving good profits and true growth,
reported that businesses that exclusively use customer satisfaction scores have a churn rate of
60-80%,even though they were satisfied or very satisfied in their last CSAT survey.‖
―The numbers are daunting Forrester‘s empowered customer research reveals that 40% of

consumers have a high willingness and ability to shift spend rapidly upon a poor experience‖ -
Victor Milligan, chief Marketing officer, Forrester.
India‘s passive optical network (PON) equipment market was estimated to reach the USD
1,175.5 million by 2020.
By the new report which is published by Transparency market research ―India passive
optical network equipment market was valued at USD 268.6 million in 2013, growing at a
CAGR of 21.0% from 2014 to 2020 to account for USD 1,175.5 million in 2020. By volume,
India passive optical network equipment market is expected to grow at a CAGR of 15.7%
during the forecast period from 2014 to 2020 to reach a market size of 38.3 million units by
2020. In 2013, volume of the market was 7.1 million units‖.

CHAPTER 2
LITERATURE REVIEW
1.Alex Aakurekuu Baarimeh (2017) Stated that Ghana automobile companies were losing
customers due to various reasons though sales and services are on increase which established
poor satisfaction in customers of automobile industry. The objective of this study is to
determine customer satisfaction level and customer perception of after sales services by Toyota
Ghana, also to assess determinants of customer satisfaction in automobile industry. In this study
the independent variables are taken as quality and service delivery towards dependent variable
customer satisfaction. This is measured with the help of questionnaire, given to staff and
customers of Toyota Ghana. The qualitative data is measured through descriptive survey design
and mixed method research strategy (purposive and convenience). It is found what normally
establishes customer satisfaction through providing value for money, good quality, error free
services. It can be concluded that customers are being satisfied with products and services of
Toyota Ghana ltd since every customer is being offered with elements which determine
customer satisfaction.
2.Bakare,Akeem Adewale & Fetuga and Omoshalewa Mariam (2017)
Conducted this study to explore the relation among demographic variables and customer
satisfaction in Nigerian mobile telecom industry. Questionnaire is prepared and measured by
SPSS to calculate linear regression through which relationship between variables is established
and scope is limited to Nigeria.
In this study the independent variables are taken as quality, billing and overall customer
satisfaction towards dependent variable customer satisfaction. This study is to find what factors
influence customer satisfaction and relationship between the variables. It can be concluded that
Nigerian customers are satisfied with performance of their mobile telecom industry. It also can
be said that they are fresh to measurement of satisfaction and not comfortable to tell their
perceptions as well.
3.Christian Homburg and bettina Rudolph (1999)

Most researches focused on satisfaction of customers with goods and services by unit of
analysis with individual consumer. The researches on business-to-business is still lagging off
in the field of marketing where as in-service sector Serqual has become most accepted model
for determination of customer satisfaction. Through this research paper with empirical study,
our aim is to draw multiple-item measure for measuring industrial customer satisfaction and
influence of these dimensions on overall satisfaction will be examined. Since in every industrial
company the buying decisions will be group rather than individual and these differences in
satisfaction between functional categories will be referred as ―multiple role issues.
So, it is important to understand industrial satisfaction of customers as ―relationship- specific
rather than transaction-specific construct.
4. David M. Szymanski and David H. Henard (2001) said the more studies of customer
satisfaction and mixture of findings reports complication of whether business is having
satisfied or unsatisfied customers. The main objective of this study is to conduct Meta-analysis
of customer satisfaction over antecedents, consequences and moderators of customer
satisfaction. The methodology used of empirical study to know population of customer
satisfaction which included 50 empirical studies reporting 517 correlations using correlation
and regression analysis. It is found that the Meta-analysis is used to analyze customer
satisfaction findings on variables like insights offering, research area identification. It can be
concluded that customer satisfaction is extremely relating to equity, disconfirmation.
5.Gilbert A. Chruchill, JR and Carol Surprenant (1982)
The objective of this study was to investigate if disconfirmation will affect satisfaction as
intervening variable or whether it is affected by expectations of products and its perceived
performance. The variables of this study include expectations, performance, disconfirmation,
satisfaction. To study this, an experimental model which has three levels of expectations and
performance was manipulated in 3*3 factorial form for durable and non-durable products using
analysis of variance and correlation using multiple construct. It is found that for a durable good
the it is not disconfirmation and initial expectations which affected the satisfaction and is
concluded that the satisfaction will truly be affected by the performance and so in performance
expectations will combine to affect disconfirmation and so performance - satisfaction links for
the most change in satisfaction.

6.Paul Williams and Earl Naumann (2011) The main objective of this study is to understand
the relationship between customer satisfaction and firm level company performance metrics
which also analyzed about financial performance of business to business sectors other than
business to customers. To study this primary research method was used. The longitudinal
analysis with customer attitudes which includes quarterly surveys with performance of
company with one large fortune 100 company. The data was collected for 5-year period and
analyzed through different statistical tests. Through this study it was found that there is strong
associations between company‘s financial performances and market performances and level of
satisfaction and also strong links between satisfaction of customer and its retention, company‘s
revenue, earnings per share, stock price and Tobin‘s .The main limitation of this study was
that is limited to one firm or company from each industry sector but offers the other researchers
in future with wide opportunities.
7. Timothy L. Keiningham and Tiffany Perkins-Munn (2003) the main objective of this
study is to identify the relationship among share of wallet and satisfaction in a business-to-
business context. To analyze this method of current analyses, examination of residual scatter
plots and curve estimations were used. Chi-square, regression, correlation was used to test the
hypothesis for which the variables were chosen as customer satisfaction, share of wallet, buyer
groups. It is found that there is a nonlinear relationship among satisfaction of customers and
share of wallet. The main limitation of this study is that, it is limited to one industry in
relationship with business-to-business. Through this study the researches have concluded that
satisfaction of customers is positively related to intention and actual repurchases and word of
mouth.
8. Kasperi salo (2017) the main objective of this study is to identify the measure of customer
satisfaction in Finnish companies, with an underlying purpose is to focus on qualitative
methods. The scope includes covering psychological measures like emotions and using both
qualitative and quantitative methods. To analyze the data two semi- structured face-to-face

specialist interviews were conducted. This research is limited to two companies only which are
operating in Finland. Two interviews with Finnish company people which helped to gather
information about qualitative and quantitative methods. It is concluded that companies use both
the methods such as quantitative and qualitative for measuring customer satisfaction and also
found that surveys in one of the most possible ways to measure it.
9. Antreas Athanassopoulos (2001)
Since satisfied customers tend to repurchase, this study aims at examining the impact of
behavioral responses of customers with respect to their satisfaction for which the study is
limited to the areas of Athens, Greece.To analyze this, questionnaire based on personal
interviews were conducted with personnel who are trained so that reliability and validity of
responses increases. To analyze the collected data confirmatory factor analysis (CFA) using
EQS 5 and also covariance, chi-square test, root mean square of approximation (RMSEA),
Bentler ‘s comparative index. The results said that satisfaction of customer dimensions will be
both country and industry specific. By this study it is found that when satisfaction of customers
is high, they will decide to repurchase and also will vanish their negative behavioral intentions.
it is also found that there is a positive association between customer satisfaction and word of
mouth communications.
10. Muzammil Hanif, Sehrish Hafeez and Adan Riaz (2010) said that customer satisfaction
factors play a vital role to know the reasons which creates satisfaction among customers for a
specific brand. Customer satisfaction is gained when needs and wants of customers are
fulfilled. Since customer satisfaction will be core of any organization, the main objective of
this study was to identify important variables which have greater influence on customer
satisfaction. In this study the independent variables are taken as price fairness and customer
service towards dependent variable customer satisfaction. This is measured with the help of
questionnaire through non probability convince sampling of sample size 150 floating 250
questionnaires to telecommunication companies and all the GSM mobile phone operators. Data
was analyzed by descriptive statics, correlation and regression methods. It is found that
customer service and price fairness not only influence satisfaction of customers but have great
relationship with each other as well.

11. Dr. Satinder Pal Singh, Nonis Jamb and Bhawna Aggarwal (2017) The main objective
of this is to study the customer satisfaction factors in Vardhman group and to study what factors
dissatisfied them. To collect the data required Exploratory and Descriptive design with simple
random sampling with structured questionnaire of 80 customers using statistical tools like
ANOVA, regression ,correlation and T-test have been used .It is found that Vardhman is
providing with good quality product and revision of production process can be done with price
to be reduced and plant capacity can be increased .So it can be concluded that level of customer
satisfaction will be different for customers of different tier which depends on the fabric quantity
they buy from company.
12. Md Reaz uddin Md Enalul Haque and Jannatul Ferdous Bristy (2014) Since customers
are the heart of any company, this study is designed to know what determines satisfaction of
customers in telecommunication industry. The study is limited within Khulna city and to
analyze the above objective a questionnaire is designed with variables like perceived quality,
value, market factors, company image etc. This is tested using STATA, regression statistics
and found that the variables are statistically significantly and positively related expect customer
service. So, it is found that market factors, perceived quality and value and company image are
the factors that determine satisfaction among customers. These findings will have huge
influence on overall success of company because through this one can retain the existing
customers and can attract new customers as well.

CHAPTER 3
COMPANY PROFILE
BACKGROUND AND INCEPTION OF THE COMPANY
SAM Tours and travels has been formulated at the dawn of new millennium, the organization
was keen to set up a team of experienced incumbents to muster an organization. SAM tours
and travels have specially focused on promotion and operation of cultural and adventurous
tourism in India. Apart from this our aim is to spearhead in promoting adventurous feats like
Trekking, Visiting Temples, Honeymoon packages, Vacations tours etc , are the fields of our
operation. Localization of numerous areas of interest is everybody's passion and merits
recognition. Our experts have keenly developed all our tours keeping in view the original
flavour of the Country. Seeing the rudimentary India, in its original form, with the help of
experts is what we are striving at.
NATURE OF THE BUSINESS CARRIED
SAM Tours & Travels effectively caters to the requirements of Indian tourism sector. We at
SAM Tours & Travels believe in offering India tour packages that take you to unbelievably
exotic locales in India.
We organize a wide range of adventure and theme tours and warmly invite you to
select from our wide range of tour packages and have unlimited fun while you avail of the
special Golden Triangle Tours.
We believe in offering you details of hotels located in different parts of India so that all you
need to do is enjoy, frolic, relax and rejuvenate while you are on your India tours with SAM
Tours & Travels.
You are welcome to write to us and send for our detailed tour brochure program that consists
of all information regarding India tour options, tour costs, hotel information and online hotel
booking.

The key attractions of our India tours with the website SAM Tours include vacations and tours
to the wildlife sanctuaries in India, Goa vacations, South India vacations, and North India and
Golden Triangle tours among a host of other special India tours
PRODUCT AND SERVICE PROFILE
No operation however well planned can be successful without the efficient human touch. SAM
Tours and travels is fortunate to have some of the most talented and committed professionals
in the field with an average experience of 22 years at senior and middle level. The personnel
skills are constantly upgraded through carefully selected top training programs. No wonder we
are proud recipients of complimentary comments about our team’s efficiency and personalised
service.
We are providing transportation to major MNC'S and institutions in and around Bangalore
• Coaches Booking • Domestic/ International Air Reservations • Domestic / International Hotel

Reservations • Car Rental • Hotel Bookings • Package Tours - Munnar, Thekkady, Kodai, Ooty,
Thirupati, Cochin, Rameshwaram, Madurai, Kanaya Kumari, Hyderabad, etc., • Daily Sight
Seeing to Important Towns
Vehicles available for all Kinds of tours
Vehicles available for all Kinds of tours
• Tempo travelers (12 & 14 seaters) A/C & Non A/C • Continental & Hi-Tech Coaches of (35
Seaters) A/C & Non A/C • Continental & Hi-Tech Coaches of (47 & 50 Seaters) A/C & Non
A/C • Mini Buses (18 / 23 / 25 / 31 seaters)
Premium cars: Innova, Toyota Qualis, Tavera, Scorpio, Tata Sumo, Like Indica, Ambassador,
Corrola, Lancer Ikon, Esteem, Opel Astra & Ceilo, Benz, etc.,
Vehicles:
Our vehicles will be as per your Requirement and will be provided with necessary First Aid
Box, Fire extinguisher, Torch, Tool kit, umbrella and stepney, pollution and insurance
certificate, Documents and Driver License in accordance with the rules.
Maintenance of Vehicles:

We have tied up with well-equipped garages for maintenance of our vehicles, which will
provide round the clock service by well -experienced and skilled mechanics.
Office Set-up / Helpline Service
Our office is well equipped and located quite adjacent to Gandi Bazaar area, works on 24/7
basis. It is equipped with all modern facilities like Telephones, Fax, E-mail, Computers, and
Mobile phones. Trained and dedicated staff and supervisors.
VISION MISSION AND QUALITY POLICY
VISION
Tourism is a dynamic and service-driven industry, and to be successful tourism enterprises

need to deliver great products and high-quality customer service. Whether it’s an immediate
response to an email inquiry or offering an ice-cold drink in the middle of the desert – tourism
operations can make or break a business.
Many tourism projects tend to focus on the initial stages of a business development such as
assessment, planning and investment. Although critical first steps, such projects often lack the
tools or expertise to build the capacity of local partners to actually manage and grow tourism
enterprises. Without empowering local partners effectively to run a business, they often fail.
Sam tours and travels Operations and Management training program attempts to fill that void
by teaching tourism entrepreneurs the day-to-day tasks of managing money, staff and clients.
Whether establishing operations and management procedures for a new tourism enterprise or
helping an existing one that is struggling, this program focuses on the “nuts & bolts” of running
a small business.
The Tourism Operations and Management program is centered around a comprehensive

curriculum that can be delivered in person or via online webinars that introduces core tourism
operations principles and practices to the local staff responsible for managing the business.
With a focus on practical, relevant, and user-friendly tools – the program helps each participant
build a customized “Operations Manual” through the course of the training. Once back at their
site, the course (and the Operations Manual) helps local managers coordinate everything from
reservation and payment systems to tour logistics and financial procedures.

MISSION
Planning, developing, and promoting the tourism industry
• Developing the tourism product locally
• Offering prompt and efficient service in every capacity to visitors at all times
• Marketing of Sam tours and travels as a tourism product both locally and internationally
The duties of the Board include the following:
• Developing all aspects of the tourism industry of Sam groups and promoting the efficiency
of the industry
• Promoting and securing increased airline and shipping facilities in order to increase tourist
traffic
• Encouraging and promoting training for staff
• Classifying hotels according to the amenities provided
• Developing the tourism product locally
• Surveys and planning related to natural and cultural tourism resources
• Maintenance of historical sites and beauty spots in tourist areas
• Conducting tourist market surveys and research
• Offering prompt and efficient service in every capacity
No venture can be successful without a vision and determination to excel. Behind SAM Tours
and travels steady growth is focussed and well-planned business strategy of its dynamic leader.
A travel expert by experience, Mr Naveen with his exceptional vision, foresight & strategic
planning has ensured the commendations of all in travel related field.
QUALITY
Pursuit of excellence-the key to success

The secret of SAM Tours and travels success is a sincere and committed approach to tourist’s
requirements, anticipating their needs and working towards providing fuller satisfaction to this
effect.
Integrity
Indian Horizons is committed in maintaining the highest ethical standards in the travel industry.
A Fleet of Deluxe Buses / coaches and Cars
An in-house department managing a fleet of deluxe cars and coaches of various sizes at various
locations in Bangalore takes care of group as well as individual tourist’s requirements in India
affording a comfortable and reliable backup support.
COMPETITORS INFORMATION
Competitor analysis in marketing and strategic management is an assessment of the strengths

and weaknesses of current and potential competitors. This analysis provides both an offensive
and defensive strategic context to identify opportunities and threats.
Opportunities can be created by leveraging technology to service customer quickly efficiently

and conveniently.
Threats are there is heavy competition by other players in the market such as SRS travel, Sri
Sathya Sai, Jnani Travels, Infant Travels, Royal Travels, Bhaheerathi Tours and Travels and
VRL travel they have many branches all over Karnataka so this adds up as an advantage to the
competitors in Karnataka.
There is a vast body of literature about competition, competitive advantage and competitive
identity in tourism industry. Competitiveness is grounded in the strategic and operational
advantages businesses have been able to achieve and through the application of these concerns
to tourism, the competitive advantage of destinations. Globalization is creating trends and
expectations but there is also evidence to suggest that the strong sense of the local community
is a vital part of the destination competitive advantage. Tourism competitiveness is rarely
examined at the single business level as the complexity of the tourism system is based on
interaction and interdependency. Therefore the concerns with strategy, structure and rivalry
seems a little different within tourism – hence the growing concerns with network partnerships,

clusters and co-operations within the tourism literature. Management of tourist services should
satisfy the needs of the customer (tourist) and contributes to tourist well
Being as well as it should contribute to wellbeing of local community. This is the part of
sustainable competitiveness concept.
ACHIEVEMENT, AWARDS AND RECOGNITIONS
Sam tours and travels has continuously maintained its position in top 3 in Karnataka tourism
sector
It has been awarded as best performance by Tata consultancy services in the year 2015-2016
It has received certificate of appreciation from Indian Red Cross Society in the year 2014
FUTURE GROWTH PROSPECTS
Sam tours and travels is planning to enter courier services which includes domestic and
international packaging and mainly ensure fastest courier and delivery in Bangalore by
providing convenient drop off location that will save time and money of the costumers
Sam tours and travels are introducing customised tour for the customers depending on the
requirements of the customers. Where the holiday package includes the accommodations travel
as per the needs of the costumers.

CHAPTER 4
RESEARCH DESIGN
1. STATEMENT OF THE PROBLEM:
Most of the companies face that customer satisfaction is one of the most important issues
concerning business organizations. Customer satisfaction is important because it provides
marketers and business owners with a that they can use to manage and improve their businesses.
So a brief study has to be conducted to balance service quality, price fairness towards customer
satisfaction.
2. NATURE OF THE STUDY:
The study chosen for this research was Descriptive by nature as its main aim was to describe
the characteristics and also data of what is being studied. In this research the main objective
was to study the customer satisfaction towards sam tours and travels service. So this kind of
research is mainly done when a particular researcher wants to understand more about a topic.
It is also known as statistical research which is quantitative in nature .
3. NEED OF THE STUDY:
• Sam focuses on providing structured cabling solutions to reach needs of the customers
and the study is to know how reliable sam to fulfill the needs of the customers is.
• This study is on different companies using different types of products and this
study is made to check the satisfaction rate towards sam .
• This study revolves around customer‘s satisfaction and its related factors like
Price, Quality, Features, Company communication.
• It provides a path for the company to allocate its resources efficiently and
effectively to provide superior quality products and service to their customers.

4. SCOPE OF THE STUDY:
• For this research, the Scope of the study is limited to respondents who are
customers of sam tours and travels service in Bangalore.
• The project is carried out only for 12 weeks.
• However sam have customers in other neighbouring cities and states but only
opinions of respondents from the Bangalore was considered for finding out
options of respondents.
5. OBJECTIVES OF THE STUDY:
 The purpose of this research is to understand the customer satisfaction with respect
to service of the SAM TOURS AND TRAVELS.
 To find ways to improve customer satisfaction.
6. LIMITATIONS OF THE STUDY:
• All the respondents are from Bangalore .

• This research is not regarding technology used in the products but is regarding the
customer satisfaction about the products.
• Due to limited time constraints and resources the geographical scope of this research is
limited to companies and its customers within the region.
• The study is limited to the dimensions of price, quality, , features and company
communication from the view point of customers.
7. RESEARCH METHODOLOGY:
• Research design : Descriptive research
• Population: customer above 20 years
• Sample: Sam Tours and Travels
• Sample size : 101
• Sample area : Area sampling (Bangalore)

• Data collection tool : Questionnaire
• Questionnaire : closed ended
• Data type : Primary data
1) Population:
Population describes a specific group of people who share a set of common characteristics
which will serve as audience for our project or to whom our course is intended. Population can
be categorized through demographic or geographic variants. Target population are group of
people which fits in the sampling frame For our study the target population will be the
customers of sam, this sample is selected through non probability convenient sampling.
2) Sample Design:
• Sample Size:
101 from respondents of sam tours and travels
The respondents that we selected represented a balance mix of customers and also pilot test
was performed.101 customers from sam tours and travels were selected as a sample size for
this study.
• Sampling Unit:
Customers of sam tours and travels in Bangalore.
• Sampling Method:
Non probability sampling - Convenience Sampling
As the name specifies convenient sampling is a non-probability sampling method used for data
collection who can participate in the study conveniently. In this type of sampling method firstly
one will use the primary data that is available without any of the additional requirements by
getting the respondents typically wherever it is convenient.

• Method of Data Collection:
Primary Data
Primary data is the data which is collected newly which can help to solve a problem when
compare to secondary data for which data is already collected. Example of primary data is the
data that is collected through questionnaire. The primary data will consists of the first hand
original information taken from people through different ways like surveys, test results
In this study the primary data is collected through Structured Questionnaire with Dichotomy
questions, multiple questions and Likert 5 point scale ranging from 1.strongly agree to
5.strongly disagree with a sample size of 101 customers as respondents.
• Instrument of Data Collection:
All the data in this research is collected by filling the questionnaires via survey which was
become widely used means of data collecting because survey has this advantage of collecting
information quickly and inexpensive. The common thing about all the questionnaires is that its
reliance to the verbal responses. The primary data was collected by sending the questionnaires
to different customers of sam. Using Questionnaire all the data is collected and analyzed for
the report.101 companies have filled the questionnaires and information required for this study
is collected by those respondents by using non-probability sampling.
• Drafting a Questionnaire:
Questionnaire is the instrument which is used and designed according to the objectives of my
research. The first part of the questionnaire consists of the demography of customers.
Questionnaire consist of Dichotomy questions, multiple questions and Likert 5 point scale
questions ranging from 1.strongly agree to 5.strongly disagree. Respondents were enlightened
that all the information provided by them will be kept confidential and is used only for the
academic purposes.

Chapter Scheme:
1. Introduction
2. Literature review
3. Company profile
4. Research Design
• Objective of study
• Statement of problem
• Scope of study
• Research methodology
5. Data processing and analysis
• Data analysis
6. Findings
7. Recommendations
8. Conclusion
9. Appendix

CHAPTER 5
DATA PROCESSING AND ANALYSIS
Table no 5.1showing age of respondents
AGE FREQUENCY PERCENTAGE%

25-30 46 45.5
31-35 24 23.8
36-40 17 16.8
40 &above years 14 13.9
TOTAL 101 100%
ANALYSIS:
The Above table outlines the Age of the respondents. From careful look at the table with given
age groups ,out of 101 total respondents 46 respondents representing 45.5% were with age
group of 25- 30, 24 respondents representing 23.8% were with age group of 31 - 35, 17
respondents representing 16.8% were with age group of 36 – 40 and 14 respondents representing
13.9% were with age group of 40 and above years.
GRAPH 5.1
INTERPRETATION:

The Above graph implies that the majority of respondents are with the age group of 25 to 30
years.
Table no5.2 showing gender of the respondents
GENDER FREQUENCY PERCENTAGE%
Male 48 47.5
Female 53 52.5
TOTAL 101 100%
ANALYSIS:
The Above table outlines the Gender of the respondents. A careful look at table reveals
that , out of 101 total respondents 48 respondents representing 47.5% were Male and 53
respondents representing 52.5% were Female.
GRAPH:5.2
INTERPRETATION:
The Above graph implies that majority of the respondents are female.

Table no:5.3 showing occupation of the respondent
OCCUPATION FREQUANCY PERCENTAGE%

Employee/private company 39 38.6
employee
Govt employee/official/state 23 22.8
Enterprise employee 21 20.8
Business owner 18 17.8
TOTAL 101 100%
ANALYSIS:
From the above table it is shown that 38.6 % respondents are employee/private company
employee, 22.8 % respondents are govt employee/official/state, 20.8% respondents are
enterprise employees and 17.8% respondents are business owners.
GRAPH:5.3
INTERPRETATION :
From the above graph it shows that majority respondents are employee / private company
employees

Table no:5.4 showing education of the respondents
EDUCATION FREQUENCY PERCENTAGE %

High school or diploma 3 3
Advance diploma or certificate 27 26.7
Bachelor 39 38.6
Master or higher 32 31.7
TOTAL 101 100%
ANALYSIS:
From the above table it shows that 3 % respondents had completed high school or diploma,
26.7% respondents had completed their advance diploma or certificate, 38.6 % respondents
completed Bachler and 31.7% respondents completes master or higher.
GRAPH:5.4
INTERPRETATION:
From the above graph it shows that majority respondents that is 38.6% respondents completed
bachelors.

Table no5.5showing income of the respondents
INCOME Rs FREQUENCY PERCENTAGE%

25k-50k 28 27.7
51k- 75k 28 27.7
76k-1 lakh 17 16.8
1lakh and above 28 27.7
TOTAL 101 100%
ANALYSIS:
The Above table outlines the Monthly Income level of the respondents. From careful look at
the table with given income levels, out of 101 total respondents 28 respondents representing
27.7% were with income level of below Rs.25k – 50k, 28 respondents representing 27.7% were
with income level of Rs.51k – 75k, 17 respondents representing 16.8% were with income level
of Rs.76k – 1 lakh, 28 respondents representing 27.7 % were with income level of 1 lakh and
above.
GRAPH :5.5
INTERPRETATION:
The Above graph implies that the majority of respondents are with Monthly Income
level between Rs.25k – 50 k, 51-75k ang 1 lakh and above.

Table no:5.6
How did you know about Sam Tours and Travels?
MODE FREQUENCY PERCENTAGE%

Friengs and relatives 45 44.6
Newspapers 12 11.9
Advertisements 26 25.9
Other medium 18 17.8
TOTAL 101 100%
ANALYSIS:
From the above table it shows that 45 respondents representing 44.6% through Friends and
Family 12 respondents representing 11.9 % newspaper, 26 respondents that is 25.9 %
respondents are Advertisements,18 respondents represnting 17.8% Other medium
GRAPH5.6
INTERPRETATION:
From the above graph it shows that majority respondents 44.6% know through friends and
relatives.

TABLE NO 5.7
How long you have been the customers of Sam Tours and Travels?
YEARS FREQUENCY PERCENTAGE%

1year and above 50 49.5
2-3 years 23 22.8
3-4 years 16 15.8
5 years and above 12 11.9
TOTAL 101 100%
ANALYSIS:
From the above table it shows that 50 respondents representing 49.5% were 1year and above ,
23 respondents representing 22.8% were 2-3 years, 16 respondents responding 15.8 % were 3-
4 years ,12 respondents represnting 11.9% were 5 years and above.
GRAPH:5.7
INTERPRETATION:
From the above graph it shows that majority respondents 49.5% know through 1year and
above.

TABLE:5.8
Why did you choose us over other travel agency?
CHOOSING FREQUENCY PERCENTAGE%

Personal experience with us 28 27.7
Recommendation 29 28.7
Our prices 19 18.8
Advertising 11 10.9
Reputation of our agency 14 13.9
TOTAL 101 100%
ANALYSIS:
From the above table it shows that 28 respondents representing 27.7% were with Personal
experience, 1 respondents representing 28.7% were with Recommendation, 19 respondents
responding 18.8% were prices ,11respondents representing 10.9 % were through Advertising
and 14 respondents representing 13.9% were with Reputation of our agency.
GRAPH :5.8
INTERPRETATION:
From the above graph it shows that majority of respondents 28.7% are choosing agency
through recommendation.

TABLE :5.9
Which method did you use when ordering from us?
METHOD FREQUENCY PERCENTAGE%

In person 25 24.8
Online catalogue 38 37.6
Telephone 17 16.8
Trip was booked ny someone 21 20.8
else
TOTAL 101 100%
ANALYSIS:
From the above table it shows that 25 respondents representing 24.8% were In person, 38
respondents representing 37.6% were Online catalogue, 17 respondents responding 16.8%
were Telephone ,21 respondents representing 20.8 % Trip was booked ny someone else Trip
was booked ny someone else.
GRAPH:5.9
INTERPRETATION:
From the above graph it shows that majority of respondents are 37.6% order through telephone.

TABLE :5.10
How would you rate the quality of the bus service provided?
QUALITY FREQUENCY PERCENTAGE%

Highly satisfied 25 24.8
Satisfied 48 47.5
Neutral 19 18.8
Dissatisfied 6 5.9
Highly dissatisfied 3 3
TOTAL 101 100%
ANALYSIS:
From the above table it shows that 25 respondents representing 24.8% were Highly satisfied,
48 respondents representing 47.5% were Satisfied, 19 respondents responding 47.5% were
neutral ,6 respondents representing 5.9 % were Dissatisfied and 3 respondents representing 3%
were Highly dissatisfied.
GRAPH :5.10
INTERPRETATION:
From the above graph it shows that majority of respondents 47.5% are satisfied with rate the
quality of the bus service provided.

TABLE :5.11
How would you rate the quality of your accommodation?
QUALITY FREQUENCY PERCENTAGE%

Satisfied 50 49.5
Neutral 22 21.8
Dissatisfied 5 5
TOTAL 101 100%
ANALYSIS:
neutral ,5 respondents representing 5% were Dissatisfied and 0 respondents representing 0%
GRAPH :5.11
INTERPRETATION:
From the above graph it shows that majority of respondents 49.5% are satisfied with quality of
your accommodation

TABLE:5.12
How satisfied were you with the level and quality of service surrounding your trip?
SATISFACTION LEVEL FREQUENCY PERCENTAGE%

Satisfied 46 45.5
Neutral 21 20.8
Dissatisfied 5 5
TOTAL 101 100%
ANALYSIS:
neutral ,5 respondents representing 5% were Dissatisfied and 2 respondents representing 2%
GRAPH :5.12
INTERPRETATION:
From the above graph it shows that majority respondents 45.5% are satisfied with level and
quality of service surrounding trip.

TABLE :5.13
How likely are you to book with us again?
LIKELY FREQUENCY PERCENTAGE%

Very unlikely 5 5
Somewhat unlikely 5 5
Neutral 23 22.8
Somewhat likely 43 42.6
Very likely 25 24.8
TOTAL 101 100%
ANALYSIS:
From the above table it shows that 5 respondents representing 5% were Very unlikely, 5
respondents representing 5% were Somewhat unlikely, 23 respondents responding 22.8% were
neutral ,43 respondents representing 42.6% were Somewhat likely and 25 respondents
representing 24.8% were Very likely.
GRAPH 5.13
INTERPRETATION:
From the above graph it shows that majority respondents 42.6% were somewhat likely to
book again.

TABLE :5.14
How likely is it that you would recommend us to a friend or colleague
LIKELY FREQUENCY PERCENTAGE%

Very unlikely 8 7.9
Somewhat unlikely 4 4
Neutral 30 29.7
Somewhat likely 30 29.7
Very likely 29 28.7
TOTAL 101 100%
ANALYSIS:
From the above table it shows that 8 respondents representing 7.9% were Very unlikely, 4
respondents representing 4% were Somewhat unlikely, 30 respondents responding 29.7% were
neutral ,30 respondents representing 29.7% were Somewhat likely and 29 respondents
representing 28.7% were Very likely.
GRAPH:5.14
INTERPRETATION:
From the above graph it shows that majority respondents 29.7% feel that they were neutral
and somewhat likely to recommend to friends and colleague.

TABLE:5.15
FREQUENCY
Very Poor Poor Neutral Good Excellent
Knowledge 2 6 35 41 17
of staff
Helpfulness 0 6 36 40 19
of staff
Reputation 3 5 34 36 23
Range of 1 4 36 42 18
travel options
Range of
travel options
Value for 0 6 34 39 22
price paid
GRAPH:5.15
INTERPRETATION:
From the above graph it shows that majority respondents agree Knowledge of staff is good,
Helpfulness of staff is good , Reputation is good , Range of travel options is good and Value
for price paid is good.

GRAPH:5.16
Do you have any complaints regarding the service
COMPLAINTS FREQUENCY PERCENTAGE%

Yes 17 16.8
No 84 83.2
TOTAL 101 100%
ANALYSIS:
From the above table it shows that 17 respondents representing 16.8% were yes, 84 respondents
representing 83.2% were no.
GRAPH: 5.16
INTERPRETATION:
From the above graph it shows that majority of the respondents 83.2% have no complaints
regarding the service

TABLE :5.17
Are you satisfied with complaint handling?
COMPLAINTS FREQUENCY PERCENTAGE%

Yes 83 82.2
No 18 17.8
TOTAL 101 100%
ANALYSIS:
From the above table it shows that 83 respondents representing 82.2% were yes, 18 respondents
representing 17.8% were no.
GRAPH :5.17
INTERPRETATION:
From the above graph it shows that majority of respondents 82.2% are satisfied with complaint
handling.

TABLE :5.18
Time for resolving complaints
TIME FREQUENCY PERCENTAGE%

24 hours 27 26.7
48 hours 43 42.6
1 week 22 21.8
More than 1 week 9 8.9
TOTAL 101 100%
ANALYSIS:
From the above table it shows that 27 respondents representing 26.7% took 24 hours, 243
respondents representing 42.6% took 48 hours, 22 respondents responding 21.8% took 1 week,
9 respondents representing 8.9% took more than 1 week.
GRAPH :5.18
INTERPRETATION:
From the above graph it shows that majority of the respondents 42.6% agree that it took 48
hours to resolve complaints.

CHAPTER6:FINDINGS
➢ GENDER: Out of 101 respondents 47.5% are male and 47.5% were female.
➢ AGE: out of 101 total respondents 46 respondents representing 45.5% were with age
group of 25- 30, 24 respondents representing 23.8% were with age group of 31 - 35, 17
respondents representing 16.8% were with age group of 36 – 40 and 14 respondents
representing 13.9% were with age group of 40 and above years.
➢ EDUCATION: 3 % respondents had completed high school or diploma, 26.7%

respondents had completed their advance diploma or certificate, 38.6 % respondents
completed Bachler and 31.7% respondents completes master or higher.
➢ OOCUPAION: 38.6 % respondents are employee/private company employee, 22.8 %

respondents are govt employee/official/state, 20.8% respondents are enterprise
employees and 17.8% respondents are business owners.
➢ MONTHLY INCOME: out of 101 total respondents 28 respondents representing 27.7%

were with income level of below Rs.25k – 50k, 28 respondents representing 27.7% were
with income level of Rs.51k – 75k, 17 respondents representing 16.8% were with income
level of Rs.76k – 1 lakh, 28 respondents representing 27.7 % were with income level of
1 lakh and above.
➢ Majority respondents know through friends and relatives.
➢ Majority respondents know through 1year and above.
➢ Majority of respondents are choosing agency through recommendation.
➢ Majority of respondents are order through telephone.
➢ Majority of respondents are satisfied with rate the quality of the bus service provided.
➢ Majority of respondents are satisfied with quality of your accommodation
➢ Majority respondents are satisfied with level and quality of service surrounding trip.
➢ Majority respondents were somewhat likely to book again.
➢ Majority respondents feel that they were neutral and somewhat likely to recommend
to friends and colleague.
➢ Majority respondents agree Knowledge of staff is good, Helpfulness of staff is good ,
Reputation is good , Range of travel options is good and Value for price paid is good.

➢ Majority of the respondents have no complaints regarding the service

➢ Majority of respondents are satisfied with complaint handling.
➢ Majority of the respondents agree that it took 48 hours to resolve complaints.

CHAPTER 7: RECOMMENDATIONS
The company SAM TOURS AND TRAVELS can increase more customer
satisfaction by offering attractive requirements and offers to attract more customers
and so should also adapt to the changes that will be occurring in this business
environment.
It is observed that few customers are having transportation complaints so it is

suggested to be considered seriously to establish effective customer satisfaction.
It is recommended that they should resolve ticketing booking cancellation and refund
problems.

CHAPTER 8: CONCLUSION
The company SAM TOURS AND TRAVELS is offering good products which enhanced
satisfaction of customers, since the elements that will determine customer satisfaction level
were being offered by SAM which resulted in overall customer satisfaction which can help to
retain the existing customers.
The study helped them in identifying areas where they have to improve which will in turn
improve the customer satisfaction. They also need to find a way to get feedback from their
customers.
From the above research I can conclude that customers of SAM are satisfied with the firm’s
overall traveling and services . Since it is a large firm it had already reached many people, if
the company maintains and improves in their service quality it will satisfy its existing
customers and new customers can drive more customers and can have new customers.
On a whole it can be concluded that majority of the customers are satisfied traveling with SAM.

REFERENCES
1. Athanassopoulos, A., Gounaris, S., & Stathakopoulos, V. (2001). Behavioural responses to
customer satisfaction: an empirical study. European journal of marketing, 35(5/6), 687-
707.
2. BAARIMEH, A. A. (2017). ASSESSING CUSTOMER SATISFACTION IN AUTOMOBILE

COMPANIES.(A CASE STUDY OF TOYOTA GHANA LTD) (Doctoral dissertation, University of
Education, Winneba).
3. BAKARE, A. A., & FETUGA, O. M. (2018). HOW DOESCUSTOMERS‘SATISFACTION AFFECT

BUSINESS PERFORMANCE? EVIDENCE FROM NIGERIA. OSOGBO JOURNAL OF
MANAGEMENT, 2(2).
4. Churchill Jr, G. A., & Surprenant, C. (1982). An investigation into the determinants of
customer satisfaction. Journal of marketing research, 491-504.
5. Szymanski, D. M., & Henard, D. H. (2001). Customer satisfaction: A meta-analysis of the

empirical evidence. Journal of the academy of marketing science, 29(1), 16-35.
6. Suchánek, P., Richter, J., & Králová, M. (2017). Customer satisfaction with quality of
products of food business. Prague Economic Papers, 2017(1), 19-35.
7. Salo, K. (2017). Using different methods in measuring customer satisfaction.
8. Satapathy, S., Mullick, S., & Yadav, V. (2017). Customer satisfaction on Indian domestic gas
delivery. International Journal of Services Sciences, 6(1), 78-93.
9. Williams, P., & Naumann, E. (2011). Customer satisfaction and business performance: a
firm-level analysis. Journal of services marketing, 25(1), 20-32.

10. Keiningham, T. L., Perkins-Munn, T., & Evans, H. (2003). The impact of customer
satisfaction on share-of-wallet in a business-to-business environment. Journal of Service
Research, 6(1), 37-50.
11. Hanif, M., Hafeez, S., & Riaz, A. (2010). Factors affecting customer satisfaction.
International research journal of finance and economics, 60(1), 44-52.
12. Singh,S.,Jhamb,N.,&Aggarwal,B.(2017).Factors affecting customer satisfaction in Textile

industry:A Study of Vardhman group.Biz and Bytes,8(1),158-187.
WEBSITES:
• www.sam tours and traveks.com
• Google
• www.wikipedia.com

ANNEXURES
QUESTIONNAIRE
1. Gender
a) Male b) Female
2. Age
a) 25-30 b) 31 – 35 c) 35-40 d) 41& above
3. Occupation
a)Employee/private company employee b) Government employee/official/state c)
enterprise employee d) Business owner
4. Education
a)Secondary school or lower b)High school or diploma c) Advance diploma or certificate
d) Bachelor Master or higher
5. Income
A) 25k- 50 k b) 51k-75k c)76k-1Lakh d)1 lakh & above
6. How did you know about Sam Tours and Travels?
a) Friends and relatives b) Newspapers c) Advertisements d) Other medium
7. How long you have been the customers of Sam Tours and Travels?
a) 1 year and above b) 2-3 years c) 3-4 years d) 5 years and above
8. Why did you choose us over other travel agency?
a) Personal experience with us b)a recommendation c)our prices d)advertising e)the

reputation of our agency
9. Which method did you use when ordering from us?
a) In person b)online catalogue c)Telephone d)The trip was booked by someone else
10 .How would you rate the quality of the bus service provided?
a) strongly satisfied b)satisfied c)neutral d)dissatisfied e)highly dissatisfied
11. How would you rate the quality of your accommodation?

12. How satisfied were you with the level and quality of service surrounding your trip?
13. How likely are you to book with us again?
a)very unlikely b)somewhat unlikely c)neutral d)somewhat likely e)very likely
14. How likely is it that you would recommend us to a friend or colleague?
a) very unlikely b)somewhat unlikely c)neutral d)somewhat likely e)very likely
15. Please rate the following attributes of our business:
Very Poor Poor Neutral Good Excellent

Knowledge
of staff
Helpfulness
of staff
Reputation
Range of
travel
options
Value for
price paid
16. Do you have any complaints regarding the service?
a) Yes b) No
17. Are you satisfied with complaint handling?
a) Yes b) No
18. Time for resolving complaints
a) 24 hrs b) 48 hrs c)1 week d) More than1week


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Analysis of Customer Satisfaction

Background of the topic:

Defining customer satisfaction:

According to Philip Kotler, ―satisfaction is a person‘s feelings of pressure or

Customer satisfaction is defined as an "evaluation of the perceived discrepancy between prior

Customer satisfaction is also defined as "the number of customers, or percentage of total

Department of BBA January-April 2019 Page 1

Determinants of customer satisfaction:

Department of BBA January-April 2019 Page 2

outcomes. A customer's expectation of a particular service is determined by factors such as

Communication is central to effective channel functioning between channel members have

Department of BBA January-April 2019 Page 3

CUSTOMER SATISFACTION REGARDING TOURS AND TRAVELS:

Achieving Customer Satisfaction in Tour Business:

1. Use an attractive company Web site that will appeal to customers

Department of BBA January-April 2019 Page 4

3. Take advantage of social media

4. Ensure top notch customer service

5. Build professional relationships with clients

Department of BBA January-April 2019 Page 5

6. Secure your business

Department of BBA January-April 2019 Page 6

Need / Importance of the topic:

In this competitive business environment because of the increase in competition it is necessary

Department of BBA January-April 2019 Page 7

(showing graph between customer type and cost per customer )

Department of BBA January-April 2019 Page 8

Recent trends related to the Topic :

Department of BBA January-April 2019 Page 9

Department of BBA January-April 2019 Page 10

2.Bakare,Akeem Adewale & Fetuga and Omoshalewa Mariam (2017)

3.Christian Homburg and bettina Rudolph (1999)

Department of BBA January-April 2019 Page 11

5.Gilbert A. Chruchill, JR and Carol Surprenant (1982)

Department of BBA January-April 2019 Page 12

Department of BBA January-April 2019 Page 13

9. Antreas Athanassopoulos (2001)

Department of BBA January-April 2019 Page 14

Department of BBA January-April 2019 Page 15

BACKGROUND AND INCEPTION OF THE COMPANY

NATURE OF THE BUSINESS CARRIED

Department of BBA January-April 2019 Page 16

PRODUCT AND SERVICE PROFILE

• Coaches Booking • Domestic/ International Air Reservations • Domestic / International Hotel

Vehicles available for all Kinds of tours

Vehicles available for all Kinds of tours

Department of BBA January-April 2019 Page 17

VISION MISSION AND QUALITY POLICY

Tourism is a dynamic and service-driven industry, and to be successful tourism enterprises

The Tourism Operations and Management program is centered around a comprehensive

Department of BBA January-April 2019 Page 18

Planning, developing, and promoting the tourism industry

• Developing the tourism product locally

The duties of the Board include the following:

• Encouraging and promoting training for staff

• Classifying hotels according to the amenities provided

• Developing the tourism product locally

• Surveys and planning related to natural and cultural tourism resources