Internship Report

on
Tourist satisfaction towards cruise service
of „Tiger Tours Limited‟

University of Dhaka
Faculty of Business Studies
Department of Tourism & Hospitality Management

Submitted by
Md. Zubayr Bin Hanzala
ID: 82 BBA 5th Batch
Department of Tourism and
Hospitality Management
Faculty of Business Studies
University of Dhaka
Submitted to
Mohammad Badruzzaman Bhuiyan
Assistant Professor
Department of Tourism and
Hospitality Management
Faculty of Business Studies
University of Dhaka
 LETTER OF SUBMISSION

May 10, 2016

Mohammad Badruzzaman Bhuiyan
Assistant Professor
Department of Tourism and Hospitality Management
University of Dhaka

Subject: Submission of Internship Report on Tiger Tours Limited

Dear Sir,
I am here by submitting my Internship Report, which is a part of the BBA Program curriculum.
It is great achievement to work under your active supervision.
This report is based on, “Tourist satisfaction towards cruise service of Tiger Tours Limited”. I
have got the opportunity to work in Tiger Tours Limited‟s different departments for three
months, under the supervision of Ms. Sumala Subhat Chowdhury, Chief Operating Officer and
Nasif Fahad, Senior Marketing Manager.
This internship gave me both academic and practical exposures. First of all I have learned about
the organizational culture of a prominent tour operator of the country. Secondly, the internship
program gave me the opportunity to develop a network with the corporate environment.
I shall be highly obliged if you are kind enough to receive this report and provide your valuable
judgement. It would be my immense pleasure if you find this report useful and informative to
have an apparent perspective on the issue.

Sincerely Yours
Md. Zubayr Bin Hanzala
ID 82,
BBA 5th Batch
Department of Tourism and Hospitality Management
University of Dhaka

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 ACKNOWLEDGEMENT

First of all, I wish to express my gratitude to the almighty ALLAH for giving me the strength to
perform my responsibilities as an intern and complete the report within the stipulated time.
I am deeply indebted to my reverend supervisor, Mohammad Badruzzaman Bhuiyan Assistant
Professor, Department of Tourism and Hospitality Management, University of Dhaka for his
whole-hearted supervision during my organizational attachment period. I am also grateful to Ms.
Sumala Subhat Chowdhury, as my organizational supervisor. It would have been very difficult
to prepare this report up to this mark without her guidance.
I would like to thank Abdul-Muyeed Chowdhury, Managing Director and CEO for accepting
me as a potential intern. Moreover I would like to convey my gratitude to my Tiger Tours Ltd
fellows, seniors and colleagues who gave me good advice, suggestions, inspiration and support. I
must mention the wonderful working environment and group commitment of this organization
that has enabled me to deal with a lot of things. All of them are very frank and helpful. I couldn‟t
regard a single moment that I am a student of internee; they helped me as their employee.
Last but not the least; I am highly thankful to my parents and also my friends whose enormous
helps assist me to complete my report.

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 DECLARATION

I am Md. Zubayr Bin Hanzala, a student of Bachelor of Business Administration (BBA), of the
Department of Tourism and Hospitality Management in the University of Dhaka. I solemnly
declare that the work presented in this internship report is an original work done by me under the
supervision of Mohammad Badruzzaman Bhuiyan, Assistant Professor, Department of Tourism
and Hospitality Management, Faculty of Business Studies, University of Dhaka.
This report about “Tourist satisfaction towards cruise service of Tiger Tours Limited” has only
been prepared for the fulfillment of the course of internship as the partial requirement of
Bachelor of Business Administration (BBA). The work I have presented does not breach any
existing copyright, no portion of this report is copyrighted and no portion of this report is copied
from any work done earlier for a degree or otherwise.
I further undertake to indemnify the department against any loss or damage arising from breach
of the foregoing obligation.

_____________________
Md. Zubayr Bin Hanzala
ID 82
BBA 5th Batch
Department of Tourism and Hospitality Management
Faculty of Business Studies
University of Dhaka

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 CERTIFICATION

This is to certify that Md Zubayr Bin Hanzala, ID 82, BBA 5th Batch, Department of Tourism
and Hospitality Management, Faculty of Business Studies, University of Dhaka, has successfully
completed the internship report on “Tourist satisfaction towards cruise service of Tiger Tours
Limited.” In this regard he practically worked in Head Office of the Tiger Tours Limited from
January 19, 2016 to April 19, 2016 under my supervision and instruction.
This report supports the topic title and fulfills the entire requirements. I have gone through the
report and found it to be a well-written report. He has completed the report by himself. Here by, I
accept the report as the successful completion of the internship program.
During the program he was sincere proactive and attentive to his work and I wish him every
success in life.

________________________
Mohammad Badruzzaman Bhuiyan
Assistant Professor
Department of Tourism and Hospitality Management
Faculty of Business Studies
University of Dhaka

iv
 ABSTRACT

As a part of Internship program for Business Graduate students, each of the students‟ needs an
organizational attachment. Being attached with Tiger Tours Limited, this study has been
undertaken to fulfill the internship purpose. During a specified period of internship, the students
are required to prepare a report on the organization from where he has completed his internship.

The objective of the report is to meet the compulsory requirement of submitting a report that is
an essential part of the internship program and to have a practical knowledge in professional life.

Both primary and secondary data have been used in this research. Conducting a survey through
questionnaire collected primary data. The main source of secondary data was from main website
and brochures of Tiger Tours Limited. Sometimes it happened that collecting information from
the tourists was affecting their tour experience. As a result some of the questionnaires have been
missed out to make it to answer in shortest period of time which affected the findings of the
study.

Apparently, this report has been prepared on “Tourist satisfaction towards cruise service of Tiger
Tours Limited.” It was found by the research that most of the tourists are satisfied and only few
tourists were dissatisfied and some tourists have suggested through comment section for the
betterment of the service. It was helpful to gain real tour operator business situation knowledge
how negotiation with various parties are done, how to maintain relation with customers and
business partners, how to manage dissatisfactions, customer retention policy, Loyalty
Management Systems and how other key managerial traits are applied in organizations.

During my work, there were various obstacles. By the grace of Allah and by the help of some
related person, those problems have successfully been overcome.

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Table of Contents
ABSTRACT.................................................................................................................................................. v
CHAPTER ONE ........................................................................................................................................... 1
1.1 Rational of the Study........................................................................................................................... 2
1.2 Origin of the Study .............................................................................................................................. 2
1.3 Objectives of the report ...................................................................................................................... 3
1.4 Methodology and Sources of Information.......................................................................................... 3
1.5 Limitations of the Report .................................................................................................................... 4
CHAPTER TWO .......................................................................................................................................... 5
LITERATURE REVIEW ............................................................................................................................. 5
2.1 Tourism ............................................................................................................................................... 6
2.2 Tour Operator: .................................................................................................................................... 7
2.3 Tour Operators Roles .......................................................................................................................... 7
2.4 Tourist satisfaction .............................................................................................................................. 8
2.5 Tourist satisfaction – intentional loyalty relationships ....................................................................... 9
2.6 Variety seeking and tourists satisfaction ............................................................................................ 9
2.7 Demographic characteristics and tourist satisfaction/ loyalty ......................................................... 10
2.8 Need Driven Behavior of the Tourits ................................................................................................ 10
2.9 The Tourism Product ......................................................................................................................... 11
CHAPTER THREE .................................................................................................................................... 13
COMPANY PROFILE ............................................................................................................................... 13
3.1 Tiger Tours at a Glance ..................................................................................................................... 14
3.2 Vision and Objectives: ....................................................................................................................... 14
3.3 Fair-trade Tourism ............................................................................................................................ 14
3.4 The Tiger Tours Team........................................................................................................................ 15
3.5 Products/Packages ............................................................................................................................ 18
3.7 Corporate Clients .............................................................................................................................. 23
3.8 Introduction to Cruise Line M. V. Tanguar Haor .............................................................................. 23
3.9 M. V. Tanguar Haor Features: .......................................................................................................... 24
CHAPTER FOUR....................................................................................................................................... 25
JOB AS AN INTERN ................................................................................................................................. 25
4.1 Job Responsibilities ........................................................................................................................... 26
4.3 Tour Operation.................................................................................................................................. 26
4.4 Invoice Preparation ........................................................................................................................... 27
4.5 Clients Dealing................................................................................................................................... 27

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 4.6 Presentation Slides Making............................................................................................................... 27
4.7 Housekeeping Inspection .................................................................................................................. 27
4.8 Business Letter Preparation .............................................................................................................. 27
4.9 Documentation ................................................................................................................................. 28
4.10 Report Preparation ......................................................................................................................... 28
CHAPTER FIVE ........................................................................................................................................ 29
SURVEY‟S RESPONSE ANALYSIS & GRAPH-CHART EXPLANATION ......................................... 29
5.1 Analysis of Tourist’s Age ................................................................................................................... 30
5.2 Analysis of Tourist’s Place of Origin .................................................................................................. 31
5.3 Analysis of Tourist’s Overall Satisfaction .......................................................................................... 32
5.4 Tourists overall satisfaction on the basis of ages ............................................................................. 33
5.5 Analysis of response towards ambience, cleanliness, AC, lightning, music facilities of the cruise .. 34
5.6 Analysis of Tiger Tours employee’s performance to Tourists ......................................................... 35
5.7 Tourists satisfaction towards food services ...................................................................................... 36
5.8 Response analysis towards transport facilities ................................................................................. 37
5.9 Analysis of describing Tiger Tours just in words ............................................................................... 38
5.10 Possibilities of re-purchasing analysis............................................................................................. 39
5.11 Package price importance to tourists purchase behavior .............................................................. 40
5.12 Possibilities of tourists to recommend others about this company ............................................... 41
CHAPTER SIX ........................................................................................................................................... 42
FINDINGS ANALYSIS ............................................................................................................................. 42
6.1 Overall Tourists Satisfaction ............................................................................................................. 43
6.2 Satisfaction towards Employees ....................................................................................................... 43
6.3 Tourists Satisfaction on Food ............................................................................................................ 43
6.4 Positives Words................................................................................................................................. 43
6.5 Customer Retention & Loyalty .......................................................................................................... 43
6.6 Importance of price........................................................................................................................... 44
6.7 Key Findings ...................................................................................................................................... 44
CHAPTER SEVEN .................................................................................................................................... 45
RECOMMENDATION & CONCLUSION ............................................................................................... 45
7.1 Recommendation.............................................................................................................................. 46
7.2 Conclusion ......................................................................................................................................... 47
Bibliography ............................................................................................................................................ 48
Appendix ................................................................................................................................................. 52
Survey Questionnaire.............................................................................................................................. 52

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 CHAPTER ONE

INTROUDUCTION

1
1.1 Rational of the Study

In the 21st century, hospitality and tourism sectors have become one of most active industries.
Unlike in the past, different countries now welcome more visitors to their countries per year.
Majority of visitors visiting most countries consists of tourists who visit the countries as part of
their holiday vacations. Majority of organizations operating in hospitality and tourism sector,
strive to ensure that their customers are always satisfied. That is the case because they believe
that there are a lot of benefits that are to be derived by satisfied customers. To ensure customers
are satisfied, the organizations adopt different strategies that make sure that the product and
service offering meets and probably exceeds customers‟ needs.

Measuring tourist satisfaction is an important component in the carrying out of tour operator
performance research, due to the close relationship between the level of tourist satisfaction and
future behavior. Therefore, an ongoing, systematic measurement of satisfaction with tour
operator is a valuable exercise that offers tangible benefits. Measuring tourist satisfaction with a
particular destination tour, however, involves more than simply measuring the level of
satisfaction with services delivered by individual enterprises.

The aim of the proposed research is to conduct a tourist satisfaction survey for Tiger Tours Ltd.
It is anticipated that the research findings will be used by the company to ensure that high
customer satisfactions rates are maintained in the future.

1.2 Origin of the Study

Today practical experience and research work is as much essential in academic education that
enables someone to be successful business executive especially in the competitive business
environment. In order to gather knowledge and experience regarding the business and economy,
the business students have to submit course report for the successful completion of their course.

This report has been prepared to make a study on the “Tourist satisfaction towards cruise service
of Tiger Tours Limited” as a part of the fulfillment of course required for the completion of the
BBA program of Faculty of Business Studies, University of Dhaka.

The report was prepared under the supervision of Mohammad Badruzzaman Bhuyian, Assistant
Professor, Department of Tourism and Hospitality Management, University of Dhaka. I am very
much thankful to him for assigning me such types of project work. I would like to add that this
report is completely confidential and prepared with a view to expose the theoretical and practical
exposure and knowledge.

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1.3 Objectives of the report

The general objective of this report is to find out how the tourist satisfaction towards cruise
service, customer maintenance, cost savings and reduce risk exposure at Tiger Tours Limited.
This study is to provide an overview of learning of an Intern during the Internship Program and
fulfill the Internship requirement. This study may be helpful to Tiger Tours Ltd, different market
research firms as well as tour operators who are looking for creating strong brand and satisfying
their customers. It will help them to fulfill the strategic gap, customers need and re-position their
brand properly. Beside the general objective, this report can be categorized into main objective
and specific objectives. The objectives behind this report are mentioned below:

a) Main Objective:
The main objective of this study is to prepare an Internship report on the specified topic working
within an organization and implementing the knowledge that has been gathered during the
Internship Program.

b) Broad Objectives

 To test the value of dimensions (e.g., aspects of the service experience such as
availability of staff, communication style of service personnel, courtesy, friendliness, and
offering to help) and objects (e.g., those tourism products like accommodation, overall
satisfaction with the cruise, food quality, taste, portion size, value for money and
variation that make up a tour operators overall tourism offering) as measures of the
Tiger Tours Ltd service system.
 To understand the demands and expectations of the traveler community, from a particular
cruise service providing company regarding tourism related package service.
 The ability to predict tourists intention to re-buy and recommend the particular trip from
tourist overall satisfaction with the cruise and satisfaction with product attributes.

1.4 Methodology and Sources of Information

Information on tourist satisfaction and interest patterns was gathered through use of a self-
administered questionnaire. Questionnaires were distributed on a random basis to tourists at the
end of their tours. I requested guests to fill up those questionnaires and return it to me.

The questionnaire was consisted of several sections. In the first section general information about
the respondents was obtained, the second section was designed to measure respondents‟
impressions and the third section was measured their satisfaction, the likelihood that they would
revisit and the likelihood that they would recommend the destination to others. Questionnaire
answers were prepared on the basis of Likert Scale.

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This report is an exploratory one, which is administered by collecting primary and secondary
data. In preparing this report about the tourists satisfaction on Tiger Tours is a difficult and
complicated task and no single method is appropriate for preparing the report. For this reason, a
number of procedures have been followed to prepare a meaningful report. The information was
collected in two different ways. Both sources have been equally used to generate the report

a) Primary Source
To collect the primary data, the following steps have been followed to obtain the research
objective:
 Actively working through internship period with my on-site supervisor about the topic.
 Collecting information from a sample survey
 Data is collected during tour.

b) Secondary Source
For completing this report in more organized way, I have also used several secondary sources of
data. Those sources are different websites, books, and articles. Most of the secondary
information such as organizational overview, management profile, product and services etc. is
collected from main website of Tiger Tours http://www.tigertoursbd.com/ as well as Tiger
Tour‟s Blog http://bangladeshunlocked.blogspot.com/ and from the company brochure.

1.5 Limitations of the Report

The study has been prepared with very attentively and tries to implement all the academic
knowledge as well as Practical knowledge (which gathered by work with the Tiger Tours during
the internship period) to highlight and evaluate tourists satisfaction towards Tiger Tours Ltd.
There are several constrains that I was facing. Some constrains are like:

 The sample size is very limited in terms of moderate customer Base of Tiger Tours Ltd.

 The sample is not scientific because the result may be considerably affected by the
personal prejudice.

 As the questionnaire distributed at the end moment of the cruise, participants may give
biased answer for personal hurries.

 Lack of interests from many tourists to participate in the survey.

4
 CHAPTER TWO

LITERATURE REVIEW

5
2.1 Tourism

Tourism cannot be explained unless we understand man, the human being Przeclawski, (1996)
According to The World Tourism Organization (WTO), Tourism can be defined as “the activities
of persons travelling to and staying in places outside their usual environment for not more than
one consecutive year for leisure, business and other purposes not related to the exercise of an
activity remunerated from within the place visited”

The Definition of Tourism varies source by source, person by person. There is no consensus
concerning the definition of tourism. Nearly every each institution defines "Tourism" differently.
But When it comes to explain it with the basic terms, we can sum it up as follows;

"Tourism is a collection of activities, services and industries which deliver a travel experience
comprising transportation, accommodation, eating and drinking establishments, retail shops,
entertainment businesses and other hospitality services provided for individuals or groups
traveling away from home” (McIntocsh and Goeldner 1986)

"The sum of the phenomena and relationships arising from the interaction of tourists, business
suppliers, host governments and host communities in the process of attracting and hostin these
tourists and other visitors"(McIntocsh and Goeldner 1986)

Tourism a major source of revenue for governments as well as individuals nowadays, some
developed economies and developing economies are focusing on the tourism industry for
economic growth and GDP earning (Burns 1999; van 18 Egmond 2001; Greenwood in Smith
1998; De Kadt 1979; Lanfant, Allcock &Bruner 1995; Murphy 1985). Therefore many countries
invest in the development of the tourism industry in order to gain higher living standards for the
population. Nowadays the world is getting smaller and is fondly referred to as a global village
modern transportation facilities such as airplanes and jets, cruise ships and boats, fast trains and
even cars, have made moving from one place to another quite easy and fun-filled. One can
therefore visit many places within a short period of time. People have been moving from places
to places since the man started populating the earth and moving around in itself is not a new
phenomenon, because it is through migrations that the world has expanded and with human
population growing rapidly migration or moving around as the case may be cannot be ruled out.
However, when it comes to tourism, this moving around is not permanent, as shown in the
definition it‟s for a period of time, and it is expected to be for recreation or sightseeing, in a
relaxed atmosphere and with lots of money to spend. So rather than moving from place to place
in search of greener pastures of better living conditions, when it comes to tourism, the travelling
is shorter and money is spent, shopping, feeding, and having fun.

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2.2 Tour Operator:

A tour operator is in academic literature frequently described as an intermediary (Burns and

Holden 1995; Cooper et al., 1998; Holloway 1998). Cooper et al., (1998) describes the role of an
intermediary in the following way.

“The principal role of intermediaries is to bring buyers and sellers together, either to create
markets where they previously did not exist, or to make existing markets work more efficiently
and thereby to expand market size... In all industries the task of intermediaries is to transform
goods and services which consumers do not want, to a product that they do want” In 1948
Universal Declaration of Human Rights declared tourism as universal and fundamental right of
every individual, after which the number of tourists has been enormously increasing (Singh, S et
al. 2003).Since then, travelling has transformed to Fordian tourism, generally described with the
term mass tourism (Wang, 2000)
Entrepreneurs try their best to fulfill customers‟ expectations, and governments have their own
motives to please the tourists (Richter, 1989). Value based tourism was introduced to the dictates
of capital economic logistics. Waters (1978), “there is reason to believe that… the worldwide
interweaving of trade, tourism and financial relations is beginning to inhibit the national exercise
of self-serving economic and political policies”.
Tourism can be discovered everywhere in the world Tourism can in some cases be the essential
for the existence of societies. Tourism is not only positive but can also harm the existing
societies. Sometimes governments lack the means to protect themselves against the side effects
of tourism. Tourism creates confrontations between different groups, for example tourist against
locals or rich against poor (Singh. S et al., 2003).

2.3 Tour Operators Roles

According to Jenkins (1991) the actions of the tour operator in the developing societies needs to
be carefully considered.

“the tour wholesaler acts as a catalyst of demand- he interprets the market needs of his clients
and packages these needs into destinations. His influence on the direction of demand is
particularly significant to long haul, relatively expensive, destinations, i. e. most developing
countries. Limited market knowledge, finance, and experience force many of the more distant
countries offering high-priced, low-volume tours to work with and through specialist
wholesalers. This can impose serious limitations on tourism policy making in the host country.”

A tour operator will organize, put together different elements of the tourism experience and offer
them for sale to the public by means of advertising. An inclusive tour is a term used for a
package that tour operator offers. An inclusive tour generally contains minimum of two elements
offered for sale at the inclusive sale price, and will include a stay of more than 24 hours in
overnight accommodation and other tourists services.

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2.4 Tourist satisfaction

It is important to make clear the meaning of tourist satisfaction in this study. There are many
definitions of satisfaction, it is generally recognised as a post-purchase construct that is related to
how much a consumer likes or dislikes a service or product after experiencing it (Woodside, Frey
& Daly, 1989). Weber, (1996) has proposed consumer satisfaction as a fundamental pillar of
marketing theory and as a key influence over future purchase intentions, market share and word
of mouth (WOM) communication. Parasuraman, Zeithaml & Berry, (1994) claim that a
customer‟s overall satisfaction may be related to their assessment of not only service quality (e.g.
courtesy, responsiveness, etc.) but also product features (e.g. size of hotel room, etc.) and price.
On the other hand, many researchers distinguish conceptualizations of customer satisfaction
between transaction-specific and their global or cumulative evaluation of the service (e.g.,
Holbrook & Corfman, 1985; Boulding et al., 1993). Satisfaction has been broadly defined by
Vavra, T.G. (1997) as a satisfactory post-purchase experience with a product or service given an
existing purchase expectation.

Howard and Sheth (1969) define satisfaction as, “The buyer‟s cognitive state of being adequately
or inadequately rewarded for the sacrifices he has undergone”.
According to Westbrook and Reilly (1983), customer satisfaction is “an emotional response to
the experiences provided by, associated with particular products or services purchased, retail
outlets, or even molar patterns of behavior such as shopping and buyer behavior, as well as the
overall market place”.
Oliver (1981) put forward a definition as, “the summary psychological state resulting when the
emotion surrounding disconfirmed expectations is coupled with the consumers‟ prior feelings
about the consumption experience”.
The definition offered by Hunt (1977) is “an evaluation rendered that the (consumption)
experience was at least as good as it was supposed to be”.
Customer/consumer satisfaction is “an evaluation that the chosen alternative is consistent with
prior beliefs with respect to that alternative” – Definition by Engel and Blackwell (1982).
Tse and Wilton (1988) define as, “the consumer‟s response to the evaluation of the perceived
discrepancy between prior expectations (or some other norm of performance) and the actual
performance of the product/service as perceived after its consumption”.
By comparison, cumulative customer satisfaction is an overall evaluation based on the total
purchase and consumption experience with a good or service over time (Fornell, 1992; Bitner &
Hubbert, 1994). Thus, satisfaction is a multifaceted concept (Truong & Foster, 2006, Truong &
King, 2009).
In content of tourism, satisfaction has been found to be the outcome of the comparison between
expectations and experiences (Truong & Foster, 2006). Satisfaction is primarily referred to as a
function of pre-travel expectations and post-travel experiences (Pizam, Neumann & Reichel,
1978). When experiences compared to expectations result in feelings of gratification, the tourist
is satisfied (Reisinger & Turner, 2003) and leave that destination with their good memory. Even,

8
they agree to pay more for this service. However, when they result in feelings of displeasure, the
tourist is dissatisfied (Reisinger & Turner, 2003). This is a reason to explain why tourism
industry is determined to highlight a destination in order to enhance the satisfaction of visitors.
For example, Chon, (1989) examined tourist satisfaction by comparing travelers‟ previous
images of the destination and what they actually see, feel and achieve at the destination. He
reported that tourist satisfaction is the result of the relationship between tourists‟ expectations
about the destination based on their previous images of the destination and their evaluation of the
outcome of their experience at the destination area. Most study defines and measure the
experience part of satisfaction only.

2.5 Tourist satisfaction – intentional loyalty relationships

Most studies confirm that satisfaction with a tourist experience contributes positively to loyalty
(Pritchard & Howard, 1997; Oppermann, 2000; Alexandris et al., 2006; Yuksel, 2007; Chi & Qu,
2008). The relationship between satisfaction and loyalty also depends on how satisfaction and
loyalty are measured. For example, a few empirical studies that have tested the relationship
between satisfaction and perceived or actual behavioural loyalty (not attitudinal) have found a
moderate to low relationship (e.g., Mittal & Kamakura, 2001). Although satisfaction does not
guarantee loyalty, it is true that loyal customers are satisfied (Jones & Sasser, 1995).

Satisfaction and loyalty can be measured by revisited or by recommendation to other consumers

(friends and family who are potential tourists) (Pine et. al., 1995; Yoon & Uysal, 2005).
Empirical research reports that tourist satisfaction is a good indicator of intentions to revisit and
recommend to others (Kozak & Rimmington, 2000; Yoon & Uysal, 2005; San Martin et al.,
2008). Other studies find significant effects of satisfaction on the willingness to pay more and the
intensity of the service experience (Bigne´ et al., 2008) and a very strong relationship with
positive word of mouth (Macintosh, 2007). This is a reason to explain why satisfaction and
loyalty have been seen as one of the more important indicators of company‟s success. Because
satisfaction and loyalty are key to long term survival (Nicholls et al., 1998) and future of any
tourism products and services (Gursoy et al., 2003, 2007). It can help managers to improve
services (Fornell, 1992). In addition, the ability of managing feedback received from customers
can be an important source of competitive advantage (Peters, 1994).

2.6 Variety seeking and tourists satisfaction

More recent research in the literature on tourist satisfaction focuses on the characteristics of
tourism in relation to other services and their influence on the conceptualization and
measurement of satisfaction. According to Chi & Qu, (2008) more research is required to
examine variables other, motivational factors than satisfaction in order to improve understanding
of loyalty.

9
There are many definition of variety seeking in different ways. Following McAlister &
Pessemier, (1982), there are two kinds of varied behavior, including derived variety-seeking
behavior and direct variety-seeking behavior. Derived variety-seeking was related to some other
motivation not a desire for variety and this type appeared as a result of „multiple needs, multiple
users or multiple situations‟. Direct variety-seeking behavior was the result of intrapersonal
motives: when a person wants to satisfy her/his desire for change or novelty or satiation with
product attributes, she/he does not want to remain loyal to just one, she/he prefers diversity of
choice that is called variety-seeking.
The search for variety in destinations and services is typical of the tourism consumer, influencing
behavior patterns and therefore behavioral loyalty (Niininen et al., 2004). Barroso et al., (2007)
reported that the intensity of the relationship between satisfaction and intention to recommend
and revisit is moderated by the tourist need for variety. Therefore, we consider that the variety
search is a variable which can modify the intensity of the relationship between satisfaction and
intentional loyalty (Valazquez et al., 2011). This study will explore the impact of variety seeking
on tourist satisfaction.

2.7 Demographic characteristics and tourist satisfaction

The service literature also contains contributions which analyze the relationship between
consumer demographic characteristics and loyalty (Lymberopolus et al., 2004; Wood, 2004;
Ndubisi, 2006). For example, older consumers have less behavior change intention (Wood,
2004); women show higher levels of loyalty in services than men (McColl-Kennedy et al., 2003).
According to Patterson, (2007), younger consumers and housewives are more loyal to travel
agencies. Moreover, Husbands, (1989) investigated the relationship between perception of
tourism and sociodemographic variables and found that perception among Livingstone, Zambia
locals differed significantly based on only age and education variables. Nickel & Wertheimer,
(1979) studied the effects of age, education, occupation, income, marital status, and size of the
family on consumer images of drugstores and found that age was the only variable affecting the
process.

2.8 Need Driven Behavior of the Tourits

Tourist motivation has often been treated as identical with the purpose of travel (Cohen 1972;
1974; 1979), despite the general acceptance that motivation is only one of many variables (e.g.
perceptions, cultural conditioning and learning) that contribute to tourist behavior (Fodness
1994). Numerous tourist motivation studies utilise the “push”- and “pull” dichotomy, first
presented by Dann (1977:186). Push factors are regarded as dispositions within the traveller and
pull factors are constituted by the correspondingly appealing features of a destination or
attraction. The present study focuses on inner motives for travelling, which correspond to Dann‟s
push factors. Travel motivation is defined by Pizam, Neuman and Reichel (1979) as a "set of
needs which predispose a person to participate in a touristic activity." According to Moutinho

10
(1987: 16) motivation is linked to satisfaction by the following definition: “motivation is a state
of need, a condition that exerts a “push” on the individual towards a certain types of action that
are seen as likely to bring satisfaction”. When researchers discuss motives in the context of
reasons for travelling to certain destinations (e.g. Crompton 1979) this might reflect the need for
“playing golf” as much as the need to “rest and relax”.

Viewing tourist motives as benefits sought provide a variety of empirical results, e.g. benefits
such as escape from an anomic society (Dann 1977), relaxation (Crompton 1977), social
interaction (Pearce and Caltabiano 1983; Ross and Iso-Ahola 1991), status-enhancement and
prestige (Dann, 1977; McIntosh and Goeldner 1986; Smith 1979), rejuvenation or arousal
(Berlyne 1967; Mannel and Iso-Ahola 1987), education (Crompton 1979; McIntocsh and
Goeldner 1986), climatic, scenic or historical attractions (Gray 1970;Turner and Ash 1975).

2.9 The Tourism Product

One of the most important features of tourist products is the so-called “bundle purchase concept”
(Lewis and Chambers 1989: 300), where consumers do not buy individual elements of the
offering, rather a bundle or a unified whole. Often the tourist product is divided in three parts:
the formal product, the core product and the augmented product (e.g. Lewis and Chambers
1989). The formal product is described as what tourists think they are buying (e.g. a bed or a
meal). The core product usually consists of abstract and intangible attributes, such as
atmosphere, relaxation and convenience (often referred to as customer benefits). An augmented
product is the totality of all benefits received or experienced by the customer (e.g. the entire
system of service including elements such as the manner in which things are done, timeliness,
personal treatment etc.). Important elements of the tourist experience (relating to specific
contexts) are presented by Bowen (2001) as “the destination, itinerary, tour operator and/or
ground operator, consumer (the tourist self), consumer (tourist) tour group members, and
consumer service personnel – particularly the tour leader”. Bowen also discusses important
service characteristics such as intangibility, inseparability, heterogeneity, perishability as well as
tour operation and type of trip (e.g. long haul tours) related to general contexts.

Millan and Esteban (2003) and Oliver (1997) consider expectations as important antecedents of
satisfaction. When a tourist becomes satisfied or dissatisfied with a trip or a single product
during the vacation, it is a product of how the tourist perceives the actual obtained result relative
to what was expected. Ivancevich and Matteson (1993) define expectation as the perceived
likelihood that a given act will be followed by a particular outcome. Other researchers consider
expectations as “the needs or the desires of the consumer, identified by what the consumer feels
should be delivered by the provider of the service before receiving it” (Millan and Esteban 2003:
3). By focusing on tourist needs and their need-driven behavior, it is possible to reveal some of

11
the antecedents that are causing the level of satisfaction (or any confirmation/disconfirmation of
expectations) in addition to measuring the level of customer satisfaction.

When consumers recognize the need for a vacation, goal directed behavior activates. The time
between need recognition and actual travel is important when analyzing tourist satisfaction. It
consists of many aspects, such as deciding with whom to travel, what destination to travel to,
where to buy the product, etc. This period includes getting information about these aspects as
well. Planning is crucial. The journey, from leaving home to return, consists of a series of
elements, including infrastructural aspects, activity amenities, as well as service elements:
transportation, hotel, restaurants, types of activity, number of activities, service level in general,
specific activities, the nature/surroundings, travel party, food, etc. After the journey all these
elements are viewed as possible influences on overall satisfaction (with the destination) and
subsequently on the intention to re-visit and communicate via positive word of mouth.
The fact that people‟s choices of certain places to travel to and activities performed during the
vacation affect their felt satisfaction is not surprising. Many studies of tourist motivation (e.g.
Crandall 1980; Crompton 1979; Dann 1981) presume that tourists will choose activities that they
believe will best satisfy their desires and/or needs. These assumptions build on cognitive social
psychology (e.g. Atkinson 1964; Heider 1958; Toleman 1959) which holds that motivations are
inseparable and related to expected outcomes of behavior. According to this line of research,
behavior is basically a function of expectations about future consequences of behavior

12
CHAPTER THREE

COMPANY PROFILE

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3.1 Tiger Tours at a Glance

Tiger Tours Limited began its operation in 2009. It was registered as a private limited (joint
venture) company in April 26th. It quickly made its way up in the tour guide industry with its
unique style of functioning that presents Bangladesh from a whole new perspective. Tiger Tours
is members of PATA (Pacific Asia Travel Association) and TOAB (Tour Operators Association
of Bangladesh).

Tiger Tours Ltd. is a consortium of private investors, both resident in Bangladesh and from
international diasporas, and network of friends. It aims to develop year round sustainable tourism
based on fair-trade principles, caring for our natural environment and biodiversity, sensitive to
local cultures and values whilst contributing to social and economic development of rural
communities and the nation at large. Fair-trade Tourism doesn‟t just „happen‟. In a developing
nation like ours, they have to innovate and pioneer to achieve all that it implies. It will take time
to „get it right‟, but they are determined to involve the communities across the country so that
they gain financially from tourism in their areas. Tiger Tours know that this it is an innovation in
sharing income, creating local capacity and developing tourism infrastructure at grassroots level
to showcase people-centered life and culture of Bangladesh.

Mr. Abdul Muyeed Chowdhury, CEO of Tiger Tours Limited, aimed to create a channel through
which the unexploited and unknown parts of Bangladesh could be brought out for the world to be
seen. He visualized that by promoting Bangladesh as a global tourist destination, the local socio
economic development could be assured. Although there are a lot of obstacles, such as the
broken roads and lack of good hotels, Mr. Muyeed believed that Bangladesh's rich culture,
history and natural beauty was ready to be exposed for the world to see.

3.2 Vision and Objectives:

The main intend for Tiger Tours Limited is to introduce fair-trade Tourism into the Bangladeshi
tourism scene. While most tour guide companies around the country simply only looks into the
business means of tourism, Tiger Tours moved forward with more goals to achieve. Socio-
economic development, human entrepreneurship and many more efficient concerns are brought
into the cycle of tourism in order to make it beneficial and efficient by integration of all aspects
of the society. Hence, by unraveling all mysteries and potential of the country, Tiger Tours
Limited precedes with the slogan matching their blog "Bangladesh Unlocked."

3.3 Fair-trade Tourism

Bringing in equity between all stakeholders in the tourist business, fair-trade tourism is the road
map to getting closer to sustainable tourism. Starting with the local stakeholders to national and
international stakeholders, fair-trade tourism aims to maximize benefits for all. It focuses on
environmental and social aspects of the destination. Bangladesh is a country with sheer natural

14
beauty and various cultures. At present, it confronts barriers in promotion of its extraordinary
features with economy and environmental concerns in balance.

Holding proper international trade agreements, consumer behaviors and government policies in
account, fair-trade tourism has potentials in promoting the beauty of Bangladesh among those
who love to travel. Priorities are set to ensure that the locals earn what is reasonable and at the
same time guaranteeing that the tourists value what they pay for.

Indigenous populace and their culture are respected whether they are involved in the tourism or
not. The truth about the way in which they live in the nature and the sacrifices they make for
tourism can actually awaken the world. Tiger tour endeavors to bring out the most out of the
beauty of Bangladesh in harmony with its cultural diversity by using fair-trade tourism as
optimistic guide.

The fancy term "Fair-trade Tourism" is widely misused in the tourism industry to confuse the
travelers. It is often used to lure and attract the travelers into choosing the wrong destination.
Fair-trade Tourism comprises of many socio-economic aspects. A lot of requirements are to be
fulfilled in order claim that fair-trade tourism is being practiced. For example, it also involves
practicing ecotourism. Ecotourism itself has no standards set on the international grounds.
Enjoying the nature's beauty while ensuring that traveling through it is causing minimum
damage, is much more complicated than it seems. So, promoting fair-trade tourism is an
ambitious goal for Tiger Tours Limited on its journey to hold out Bangladesh out to the world.

3.4 The Tiger Tours Team

Tiger Tours Limited represents the realization of a vision of a very senior and effective former
civil servant of the country for 33 years, later Executive Director of BRAC, the world‟s largest
NGO, working in countries across the developing world. Abdul-Muyeed Chowdhury‟s vision is
of Bangladesh becoming established as a global tourist destination, especially for those most
concerned with the natural environment, interested in innovative works for human development,
poverty alleviation, entrepreneurship and enterprise and a very extensive waterway formed by
three major rivers of the world and their several hundred branches and tributaries.

Whilst various nations in and around South Asia have developed tourism as a sustainable
contribution to their Social and Economic development, Bangladesh has in the past neglected the
development of infrastructure to support tourism. Things are now changing focusing on
promotion and development of domestic and inbound tourism.
Tiger Tours feel Bangladesh is now ready to be unlocked, allowing visitors to travel safely, and
in some comfort, to explore this new destination on the world travel market, and sharing their
own experiences with ours to help build our nation.

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 Board of Directors from Home and Abroad.
Mr. M. Faizur Rahman
He is the founder Chairman & Managing Director of Asian Surveyors Ltd.,
one of the largest, nationally & internationally known firms of surveyors,
valuers and loss adjusters in the country.

Mr. Salahuddin Kasem Khan

Formerly Chairman of Aktel (a leading Cell phone company), and Chairman of
A. K. Khan Ltd, a leading industrial powerhouse in Bangladesh.Also
Managing Director of the Garments Division and Telecom Company of A.K.
Khan Ltd.

Mrs. Dilruba Chowdhury

She is the Managing Director of Parkesine Products Limited, a subsidiary of
East Coast Group of Companies that specializes in the manufacture of plastic
goods. Since 2011, she has been serving as the Director and currently also the
Chairman of the Executive Committee of Green Delta Insurance Company
Limited
Mr. Bajloor Rashid MBE
He is a Bangladesh-born British restaurateur, philanthropist and humanitarian.
He is also a senior Director of the British Bangladesh Chamber of Commerce
which was established in 1991. He is Chairman or Director of 20 different
companies in UK and Bangladesh.
Mr. M.A Rouf
He is also a Director of Mutual Trust Bank Ltd. (MTB). He is the Chairman of
Britannia Properties Ltd., Britannia Holdings & Management Ltd., Britannia
Developments Ltd., Diamond Properties (Bangladesh) Ltd., and Diamond
Properties (UK) Scotland.
Mr. Maizuddin Ahmed
He is the Chairman of Nice Paper Industries and also of Reliance Steel Ltd. He
is a Director of Chand Group of Industries and the Proprietor of Rose Bricks
Mfg. Co. Ltd.

Mrs. Fatema Zahir

She is a founder director of Bay Leasing and Investment Ltd. She is also a
Director of Exim Bank Ltd and the Managing Director of Blue Flying
Academy.

Fawzia Rab
She is a Director a joint venture company Nautrebac Limited and Managing
Director of Tigerbac Limited

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Abdul-Muyeed Chowdhury
He is Managing Director and CEO of Tiger Tours Ltd. Executive Director of
BRAC from 2000 to 2006. As a career civil servant he has previously spent
more than 3 decades in the Government of Bangladesh reaching the position of
a Permanent Secretary in 1994. He held charge of various ministries from 1994
till his retirement in July 2000. In 1998 he successfully implemented Jamuna
Multipurpose Bridge Project.

Asbia Begum Chowdhury

Born and brought up in the UK, Asbia Begum Chowdhury has been passionate
about travelling, history and culture; she is a photographer; a campaigner for
social and cultural development; and a kind donor.

Sumala Subhat Chowdhury

Sumala is currently serving as the COO in Tiger Tours Ltd; she has the zeal to
travel, meeting new people and appreciates rich history and culture. Before
joining Tiger Tours, she worked in various sectors. She started work at Brac as
a researcher and has an extensive knowledge of grass roots programs.
Syed Rezwanul Kabir
Syed Rezwanul Kabir completed his BSc Honor‟s Degree and MBA from the
USA; where he was enlisted in the National Dean‟s List. He worked with
multinational companies in the USA.

A.K.M. Badiul Alam

Chairman and CEO of Garments Exports Village Ltd. Also director of several
other companies in diverse sectors.

Iftikhar Khan
Ifthakar A. Khan OBE, FICE. A UK national, Managing Director of Medway
Consultancy Ltd, based in UK, with an operating office, in Dhaka

Salahdin Irshad Imam

Salahdin Imam has had an extensive career as an International Banker and now
lives in Bangladesh working as a Financial Consultant. He hosts cultural and
other events at the Radius Centre on Gulshan Avenue which is a popular hub
in the city for people of different ages and nationalities.

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3.5 Products/Packages

Obviously, the most important thing that defines a tourism company is its offers of packages.
Tiger Tours Limited has a unique approach to designing its attractive packages. The packages
and its itinerary are not set according to a chosen destination. Rather, a chosen theme is the focus
point around which the destinations are selected. For example, "Palaces and Princes" is a
package that takes the tourists around several parts of the country to introduce the famous and
unknown palaces of the country that are rich with historical stories. Such theme based packages
allow the tourists to easily choose from a variety of packages. Since the packages are divided
according to popular interests, it is easy to pick out a package. Some of the packages are
mentioned below along with brief descriptions.

A. Quick Getaway
Fascinating environments to explore, with over 45 different kinds of people living together in
one of the most ancient and diverse cultures in the world, with a history one can see and touch,
cuisine one can taste and inhale, and cultural traditions to delight the ear, eye, nose, tongue, even
the fingers as one explore the food and fabrics! One will probably find none more experienced
and aware than Tiger Tours when facilitating the fulfillment of dreams, or just more prosaic
expectations!

A Bit of History, A Bit of Nature

Sometimes, one just wants to get away from the busy city life. This tour is an ideal fit for them,
for it encompasses the serenity of tea gardens and rainforest and showcases the ruins that stand
as a testimony to the grandeur of trade in Bengal.

Crossing the Mighty Jamuna

In and around Jamuna lies a wide range of palaces and temples that have drawn tourists and
Historians from all over the world to Bangladesh. The mighty Jamuna made it very difficult to
access the North Western part Of Bangladesh. This changes when the Bangabandhu Bridge was
built in 1998. Ancient traces of all religions are found in this region. It is believed to be a major
part of the southwestern Silk route,

Experience Trade and Nirvana in Bengal

A quick overnight covering the Muslim trade center Sonargaon and the ancient Buddhist ruins at
Mainamati. The is a perfect tour for those who would love to explore the various kinds of
archaeology in Bangladesh without having to travel too far.

Mysterious Hills and the Forgotten Royal Family

A large number of people from the Garo community have migrated to Dhaka for employment.
However, those who stayed back have continued the traditional lifestyle of Garos. The area

18
around Mymensingh has a good number of historical building. It would not be untrue to say that
it is a photographer's delight.
Navigating Southern Water
Barisal, most easily accessed from Dhaka, perhaps, by speedboat, is another of the ancient port
cities of what was, for over two thousand years, one of the great trading centres of the world. It
offered access, not only to the agricultural wealth of the deltaic lands of Ganges and
Brahmaputra, with its world famous cotton cloths, such as muslin, and even silk, but also to the
enormous riches, both of Northern India and Tibet, but also China, along the Brahmaputra Silk
Road. And even the fabulous gems and minerals of southeast Asia, the traders bringing their
riches to the ports of the Delta, that from at least the middle of theist millennium BCE,
welcomed traders from across the known world, including those from Egypt, Greece and Italy.

Trekking All the Way

If one Google Bangladesh, one will see that most images that come up depict nature at its best.
Travel North East to catch one of the best trek trails in the region-wetlands, teas gardens,
rainforests, lakes.

Wondrous Otters and Some More

For those who love art, Narail is a must visit for it is the birthplace and home of the famous artist
S.M. Sultan. Travelers can join the otter fishing communities on their daily expedition.
Traditionally, this is done at night. However, fishermen are always eager to showcase their trade
to tourists. This trip also includes the famous Teota palace which is located at the meeting point
of the two mighty rivers- Padma and Jamuna.

B. Day Out
When one begins to feel the need for getting away from the workload of daily hustles, be it ones
job or life in general, it may be time to make an early exit to a day out of Dhaka. Tiger Tours
have carefully planned day trips to share with guest some of the best bits of „real‟ Bangladesh.

Enchanting Tales of Royal Remains

Explore the historical trails in and around Manikganj. The meeting point of mighty Padma and
Jamuna, the area has several palace ruins all around. Believed to be a part of the southwestern
silk route, the area in and around Manikganj has an array of ruins hidden in various places.
Clutched in the embrace of the sacred Bodhi tree, the remains of the lone, sacred Shiva Temple
seems, almost, to be a metaphor for the archaeology and rich religious history of Bangladesh.

Experience Old Dhaka: Art, Culture Heritage and Chaos

If anywhere in the country can be said to be the pulsing heart, it is surely in Old Dhaka. Bustling
with people, tucked away history in the narrow alleys, rickshaw art and so much more.

19
Medley of Craft, Culture, and History
Situated on the mighty Jamuna, Tangail is an ideal place to visit, to experience a village of local
artisans making traditional handicrafts, well preserved grand palace sites and 400 year old
Mughal mosque.

Neo-Classical Palaces and More

Just a two hour drive North of Dhaka, lies a treasure chest of sites including palaces and a brass
factory. On this tour, you will meet a craftsman, whose family has been working to revive the
4000 year old vanishing wax method in brass molding.

The Remains of an Ancient Trade Centre

Till 1599, Sonargaon was Isa Khan's capital. After Khan's death, under Mughal rule, it became a
trade hub for Portuguese, Dutch and French traders. The influence of European architecture is
very much visible in the merchant houses on the main street.

The Stroll Through Myriad of Palaces

The lavish array of riverside pavilions, about 2 hours or so from Dhaka, was aptly named
Nawabganj, since it is clear that here dwelt a pretty magnificent family of zamindars, the local
„rulers‟ of areas in Bangladesh under both the Mughals and the British.

C. Thematic Tours
When visitors contact, they usually have one of two requests, „show me real Bangladesh‟, or
„best bits of Bangladesh, please‟. Tiger Tours haven‟t failed to please! Their experience has led
them to develop some of these „signature tours‟. It‟s born of experience, and of a diversity of
interests.

The Cradle of Buddhism

An estimated 400 and more, ruined Buddhist Vihara, dating from the lifetime of the Buddha, and
rumored to have at least one Ashokan pillar, erected in 3rd Century BCE, by Emperor Ashoka, to
mark where the Buddha taught, revealing Bangladesh as the probable cradle of Buddhism,
especially Mahayana School, with its yogic and tantric traditions.

The Impress of Islam

Islam almost certainly travelled to Bangladesh during the lifetime of the Holy Prophet, and
through the trade routes to Central and South East Asia. A 7th Century Mosque marks the
earliest evidence of the faith, in what is now the 3rd most populated predominantly Islamic
nation, with a rich history that includes Afghan Khilji and Persian Mughal traditions in its liberal
Sunni practices. Rich in palaces, schools, mosques, bridges, roads, guest houses and forts of the
Islamic periods.

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The Silk Road Experience
The evidence of over 3,000 years as a world center of trade and commerce, to explore in one of
the most revealing 10 days of a life!

The Traditions of Mughal

The rich architectural remains of the Mughal Period in Bangladesh are a unique one. It was Shah
Shuja, son of the Immortal Shah Jahan, builder of the Taj Mahal, who shifted the capital of
ancient Bengal to Dhaka, and his brother, the sixth Mughal Emperor, Aurangzeb, who had
famously referred to the Land of Bengal, literally translated as Bangladesh, as 'the paradise of
nations', because of its wealth and trade.

D. Tours by River
MV Tanguar Haor, the luxury cruise vessel welcomes one to join the unforgettable adventure of
unlocking Bangladesh, moored at Tarabo river port on Shitalakha River. The Shitalakha River is
known for its busy riverside industries, bird life and tranquil fishing activities. Meet ones fellow
travelers at the Welcome drink, as one cruise towards Ghorashal. One will witness a range of
unique and mysterious living beings in this water world. One does have the possibility to see the
Gangetic Dolphins! The bird-lovers will find it a lovely experience to watch the various types of
kingfishers, herons, river seagulls, fishing eagles, whistling teals and many other birds that adorn
the trees.

Nijhum Dwip Tour

This package will entail visiting and exploring of two islands in Bangladesh, Nijhum Dwip and
Monpura. These attractions present an extraordinary beauty, offering a memorable trip for the
travelers which may not be seen in any other southern parts of Bangladesh. Varieties of wildlife
with green forests are an enchanting scene never to be forgotten. Hop on board to experience the
best of Bangladesh where river cruise is a way to travel through the country in total serenity and
comfort.

Sunderban by MV Tanguar Haor

The famous southern region of Bangladesh is the part of the largest delta in the world. In the
southern part of the delta, lies the Sunderbans, the world's largest mangrove forest.

F. Long Weekends and More

Tea gardens and rivers, palaces and temples, ancient cities and human development works. Then
there are the craft workers, weavers, potters, metalworkers, leather. One can even chill out on the
beach. Packages to suit every interest and budget, all from the young team at Tiger Tours,
committed to sustainable tourism.

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A Legacy of Varendra Bhumi
So many of the visible remains of the days when Bangladesh was at the heart of one of the most
prosperous areas of Asia, Bengal, are rapidly vanishing, and many are certainly worth visiting
before they finally disappear. Paradoxically, perhaps, vestiges and remains of far older
civilizations are, at the same time, slowly emerging from the great delta soils of the country.

Energize Your Spirit

Sylhet is a trekker's paradise- wetland, rain forest, tea gardens, jungle-you name it and its all
there. This is a complete trekking trail, with prospect of elephants, a plethora of wildlife, not to
mention a few ponds that are home to some exotic birds.

Riding the Waves of Bay of Bengal

Take 4 days in the south-east, and make the most of it. The extensive menu includes: travel along
the 120 km of the longest natural continuous sea beach, ancient wooden temples, colorful
Burmese Markets with local cultured pearls and fabrics, boat trip to Sonadia Island with its silver
beaches and turquoise lagoons, surfing and surfing tuition and more.

Serenity in the North-Eastern Borders

There is, perhaps, little environment in the world quite as restful as the green carpeted,
undulating, tree shaded hills of tea gardens. And Sylhet is a great place to find that peace and
tranquility. But something more chilling lurks. It may strain your humanity, to stand beside the
great stone platform with the groove cut down it, standing in the middle of the courtyard of the
ruins of Jaintapur Palace, where once human sacrifices were made to collect the blood to
propitiate the snake gods of an earlier age

Splendour of the Southern Hills

Much of Bangladesh is seasonally green and fertile deltaic land, but those Great Plains,
interwoven by countless rivers, are framed on the eastern fringes by the hills that are the last,
south eastern, echoes of the tectonic collision that threw up the Himalayan range of mountains.
The Chittagong Hill Tracts are, of course, the most extensive, and best known, offering extensive
opportunities for adventure and trekking, with their colorful population of indigenous peoples.

The Captivating Southern Waters

The trip starts with a tour of Old Dhaka, from where you sail on a paddle steamer down south to
commence a magical journey into history and wildlife

G. Tailor-Made Package
From individuals to groups, they are ready to plan a journey in Bangladesh to meet guests
demands, however specialized. Equally, if guest have limited time, they can explore guest‟s
priorities for travel, and suggest how guest can make the most of that time.

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3.7 Corporate Clients

3.8 Introduction to Cruise Line M. V. Tanguar Haor

Tiger Tours Ltd. started its cruise line M.V. Tangaur Haor, named after a Ramsar site in the year
2013. To enjoy the serene beauty of Bangladesh, floating in a cruise boat in style, security and
modern comforts, the M.V. Tangaur Haor is worth trying both by locals and foreigners. 'Small is
beautiful' they say. Stay in the water craft for a few hours or overnight, will make one feel that
M.V. Tangaur Haor is both 'small and beautiful'. It offers privacy in the vastness of the open
river around and the waters sparkles both in day light and darkness due to sunshine and the moon
light. The vessel has some modern and eco-friendly facilities such as reversible osmosis
technology to stop water wastage, no plastic bottle for service and some more. One can have an
extra delight during journey: A genetic dolphin may greet him by popping out of water.

Over 800 rivers and waterways in the world's greatest river delta, seem to justify the description
given to Bangladesh: 'the world's greatest water garden'. "What better way to discover the
wonders of Bangladesh than in the safety and comfort of the country's very first floating luxury

23
 hotel - the M.V. Tangaur Haor" says a promotional flyer. The boat takes groups on a leisurely
journey across the enchanting waterways of Bangladesh on board the luxury vessel. Whether
relaxing and enjoying the incredible river-life or stopping to enjoy the myriad sights along the
way, M.V. Tangaur Haor is equipped to provide a high level of comfort and safety while its
expert crew and guides ensure that the river cruise is memorable.

3.9 M. V. Tanguar Haor Features:

 Fully air conditioned, 43m long and 8.5m wide vessel.

 Total 11 guest Cabins of various types. Each has a bathroom ensuite with running hot water.
 All pipeline water including bathroom water is Reverse Osmosis (RO) treated for quality and
safety (so much better than water used in Dhaka homes).
 2 spacious State rooms having private balconies. Each state room has a TV and a Refrigerator
for the comfort and convenience of guests.
 02 family rooms with bunk beds. Both accommodate 03 guests in each room.
 07 standard cabins with twin beds each.
 Only vessel equipped with solar panels and windmills for generating standby electricity.
 Vessel is protected by CCTV cameras besides on board armed security personnel.
 Conference cum Lounge cum Dining Room is commodious with three attached wash rooms
 Vessel has accommodation for 24 people max for overnight cruises and 120 max for day
cruises.
 Drinking water onboard is RO and UV treated (treatment plant on vessel) to provide purest
drinking water. Plastic bottles will not be used on board.
 Two cold storage chambers have been built on board to carry and preserve food items without
dislocation for long cruises lasting several days.
 An intercom system has been installed in the vessel for the convenience of the guest.
 There is a public address system on board so that the Captain/tour guide can regularly inform
guests about sites and events from the bridge deck.
 Vessel has laundry room equipped with washing machine and dryer for guest taking long
cruises. Charges apply.
 Tiger Tours have have People‟s Personal Accident insurance policy for all guests and crew
onboard with maximum coverage of BDT 200,000/00 per person. Guests will have to arrange
any additional insurance on their own.
 There is a life jacket for every person on board. Additionally, this vessel has two inflatable life
boats not normally carried by river vessels in Bangladesh.
 Armed Security personnel available on board during tours
 Eco friendly practices are used for waste disposal
 This cruise line will focus on the unexplored areas such as the perennial wetlands (Haors) of
Netrokona, Kishoreganj, Habiganj, Sunamganj and the life, culture and history in river islands
and along the banks of the mighty rivers of the Brahmaputra-Ganges basin.

24
 CHAPTER FOUR

JOB AS AN INTERN

25
4.1 Job Responsibilities

Getting a chance into a joint venture tour operator company as an intern is very influential in my
eyes as it has diversified ways of work as well as tremendous scope of working. As an intern at
Tiger Tours Limited, here is my opportunity to enlighten my responsibilities and works that I
went throughout the period of my internship. I got the privilege to work with Tiger Tours Ltd. at
its various departments for a period of 3 months. It is very important to work with a team in this
tour operator sector because here every task is divided into parts and each person of a team is
given specific segment to complete and after the given period, all the members sit together and
join each task to make a successful tour. Though I am working as an intern, I noticed that every
desk is assigned a specific job and particular people are given responsibility to carry out that job.
In cooperating with all the persons I worked with, I came to learn a lot of things which can help
me not only in professional life but also in my personal life. Primarily I was working for
Marketing Division. Besides, I was given other responsibilities time to time. I prepared the tour
itineraries, tour proposals. Prepared Reports listed them in a table, and synchronized with the
framework. I prepared some financial dates as well. I also prepared marketing presentation slides
and different types of business letters according to my supervisor‟s instruction.

4.2 Tour Itinerary Preparation

Tiger Tour Ltd. has many unique types of tour plan for the guests. I had to prepare some
itineraries for the customer who asked for itinerary for some tailor made one day trip. To do so, I
take the help of existing brochures and other company‟s itineraries, and then I compared them
and prepared a new one. There I always get support from my supervisor to prepare tour
itinerary. She always checked the itinerary first and suggexted me to do rrequired correction
according to individual tour proposals.

4.3 Tour Operation

During my internship I got the opportunity to participate and operate two tours with Tiger Tours
Ltd. core team. My first tour was one day river cruise with American Alumni Association.
Second tour was in Sundarban for couple of days with US Embassy and US-Aid members.Where
different ministers, government top officials, renowned researchers from home and abroad and
honorable US ambassador was participated. On those tours, I worked as supervisor of hospitality
and housekeeping team of Tiger Tours Ltd. vessel M.V. Tanguar Haor. I always monitored and
maintained guest‟s room service and housekeeping service operations and maintained meals and
snacks services swiftly and promptly served to the guests on exact promised time during the
whole cruise. And take the responsibility as the key person for communication and delegation
with the tourists and head office.

26
4.4 Invoice Preparation

After the Sundarban trip with US Aid, I helped the accounts department in preparation of
invoices. Though, Tiger Tour Ltd. always prepares invoice on whole package to the
organization, US Aid wanted individual invoices for each guest we accommodate. So, we had to
prepare lots of invoices on the basis of different participants night stays & number of meals. And
it was tough to calculate for each individual.

4.5 Clients Dealing

During my internship, many clients or customers came to our office. They asked questions about
different packages offerings and prices. I helped them by providing their required information.
Sometimes on the basis of their requirement helped them to prepare their tour or trip plan and
offered them about tailor made package. I received many phone calls from many tourists from
home & abroad while I worked in the reception. I answered about their query and offered and
tried to sell existing packages to them.

4.6 Presentation Slides Making

Tiger Tours Ltd. goes through different B2B dealings, meetings with corporate clients & sells
company‟s packages in different corporate function through power point presentation. I prepared
and edited few PowerPoint slides about Tiger Tours Ltd & its offerings, Bangladesh Tourism for
Dhaka Regency Program, Cemex Cements, Lanka Bangla Finance, Brac Bank & for further
corporate dealings.

4.7 Housekeeping Inspection

Tiger Tours Ltd. has a luxurious cruise line vessel namely M. V. Tanguar Haor. It has 9
luxurious cabins and 2 VIP suits. During cruise, housekeeping service is provided by the
housekeeping employees. During my two tours with them, I performed as the housekeeping
supervisor of that team. I inspected all rooms before and after the housekeeping services. This
was really helpful for me to learn something practically what we learned before theoretically
from books.

4.8 Business Letter Preparation

To run business, every company has to communicate with different companies and its clients
through several types of formal letter. On this three month, I prepared several types of business
letter and notices under the direction of my boss. I prepared proposal letters, permission letter for
BTB, Joining Letter, Termination letter and notices etc.

27
4.9 Documentation

As a company Tiger Tours always documented its important files, transactions history, MOU
with partners, communication & dealing with clients. As a part of my internship, whenever I was
suggested to help in documentation, I did the job spontaneously. I scanned important cheques,
invoices, visiting cards & important notes & documented chronologically.

4.10 Report Preparation

After any tour, Tiger Tours always try to collect service performance feedback from its guests or
tourists. I had to prepare a customer response analysis report on the basis of customer feedback
form. Through this customers get the opportunity to express their feelings towards the service
and could comment or suggest for the betterment of the company. Tiger Tours also utilize the
opportunity by focusing on customer needs and wants.

28
 CHAPTER FIVE

SURVEY’S RESPONSE ANALYSIS

& GRAPH-CHART EXPLANATION

29
5.1 Analysis of Tourist’s Age

Tourists Age

35 above

31-35

26-30

18-25

Below 18

0 5 10 15 20 25 30 35

Survey Data
Tourists Below 18 18-25 26-30 31-35 35 above Total
Age Respondents
Responses 1 5 20 31 33 90

Explanation:
In this survey almost 90 tourists participated before the end of their tours. Most of the
participants were adult. Thirty-three participants were above 35 years old and thirty-one
participants were in between 31-35 years old. Only 5 participants were in between 18-25 years
and a single participant was under 18 years old. In the cruise vessel there were many below 25
age-old tourists but they didn‟t show interests to participate in the survey. Most of them had first
river travel and they were enjoying every moment of the trip.

30
5.2 Analysis of Tourist’s Place of Origin

Place of Origin (Division)

Barishal
2% Dhaka
17%
Chittagong
27%
Khulna

11% Mymensingh
Rangpur
Rajshahi
8%
13% Sylhet
7% Foreigner
9% 2% 4%
Nonresident Bangladeshi

Survey Data
Place of Origin Responses
Barishal 2
Dhaka 24
Chittagong 7
Khulna 6
Mymensingh 4
Rangpur 2
Rajshahi 8
Sylhet 12
Foreigner 10
Nonresident Bangladeshi 15

Explanation:
Place of origin was included to identify and understand the tourists flow area for cruise services.
From these 90 participants, there were many nonresident Bangladeshi and foreigner tourists.
There were 2% tourists from Barishal division, 27% from Dhaka division, 8% from Chittagong,
7% from Khulna, 4% from Mymensingh, 2% from Rangpur, 9% from Rajshahi, 13% from
Sylhet, 11% from abroad and 17% were nonresident Bangladeshi whom participated in this
survey. Through these data we can identify that Tiger Tours get pretty much tourists from both
home and abroad.

31
5.3 Analysis of Tourist’s Overall Satisfaction

Overall Satisfaction with the Cruise

Neutral
10.00% Highly Satisfied

Highly Satisfied Satisfied

Satisfied 37.78% 52.22%
Neutral

Dissatisfied

Highly Dissatisfied

Survey Data
Highly Satisfied Neutral Dissatisfied Highly Total
Satisfied Dissatisfied Responses
Responses 47 34 9 90

Explanation:
Through this pie chart we can see that 52.22% tourists were highly satisfied with the overall
services of the cruise. This shows the effectiveness of the efforts given from the Tiger Tours
team. 37.78% tourists were satisfied with the overall services and 10% tourists showed
neutrality during this survey. Most positive side of this part was, no tourists showed their
dissatisfaction on overall services of the cruise.

32
5.4 Tourists overall satisfaction on the basis of ages

25

20
Highly Satisfied
15
Satisfied

10 Neutral

5 Dissatisfied

Highly Dissatisfied
0
Below 18 18-25 26-30 31-35 35 above

Survey Data

Highly Highly Total

Age Limits Satisfied Satisfied Neutral Dissatisfied Dissatisfied Respondent
Below 18 1 1
18-25 5 5
26-30 12 5 3 20
31-35 23 8 31
35 above 12 21 33
Total
Respondent 47 34 9 90

Explanation
In this chart we can see that, tourist who is belong to under 18 age, shows neutrality on overall
satisfaction with the cruise and more interesting thing is that five tourists belong to 18-25 age
limit, everyone are neutral on their answers. Tourists who are belong to 26-30 ages, majority
shows their highly satisfaction and only five persons shows only satisfaction and three persons
shows neutrality. Those who are belong to 31-35 age limit, 23 tourists show their highly
satisfaction and eight persons shows their only satisfaction. And those who are above 35 age
limit, majority show their satisfaction and only twelve person show their highly satisfaction on
overall cruise service.

33
5.5 Analysis of response towards ambience, cleanliness, AC, lightning, music facilities of the
cruise

Ambience, Cleanliness, Air-

Conditionning, Lightning, Music

Neutral
17% Highly Satisfied
Highly Satisfied
30%
Satisfied

Neutral

Satisfied
Dissatisfied
53%

Highly Dissatisfied

Survey Data
Highly Satisfied Neutral Dissatisfied Highly Total
Satisfied Dissatisfied Responses
Responses 27 48 15 90

Explanation:
Tourists had limited time at the end of their cruise. So, many similar services were included in
the same row. They were asked about their satisfaction level towards the cleanliness, Air-
conditioning, lightning and music system of the cruise. Among them 30% showed that they were
highly satisfied and 53% were satisfied. Rest 17% showed neutrality on this survey. This shows
that most of the tourists were satisfied with overall ambience, cleanliness, air-conditioning,
lightning and music.

34
5.6 Analysis of Tiger Tours employee’s performance to Tourists

Availability of Staff, Courtesy, Friendliness, and

Offering to Help

Neutral
10% Highly Satisfied

Highly Satisfied Satisfied

27.78%

Neutral
Satisfied 62.22%
Dissatisfied

Highly Dissatisfied

Survey Data
Highly Satisfied Neutral Dissatisfied Highly Total
Satisfied Dissatisfied Responses
Responses 25 56 9 90

Explanation:
Tourists were asked to express their satisfaction level about the cruise staff performance towards
services. Overall 62.22% tourists were satisfied towards availability of staff, their courtesy,
friendliness and offering to help as well as 27.78% that means 25 tourists were highly satisfied.
Around 10% tourists showed their neutrality over this staff courtesy and performance. These
show that none of the participants were dissatisfied over this kind of issues.

35
5.7 Tourists satisfaction towards food services

Food Quality, Taste, Portion Size, Value for

Money, Variation
Highly Dissatisfied
Neutral 5.00% 1%

Highly Satisfied

Satisfied
Satisfied 40%
Highly Satisfied, 54% Neutral

Dissatisfied

Highly Dissatisfied

Survey Data
Highly Satisfied Neutral Dissatisfied Highly Total
Satisfied Dissatisfied Responses
Responses 49 36 4 1 90

Explanation:
During cruise trip, customer satisfaction mostly depends on the basis of good quality foods. In
this question, survey participants expressed that 54% that means 49 of them were highly satisfied
and 40% tourists were satisfied on food quality, taste, portion size, value for money and
variation. 5% tourists that means 4 participants showed neutrality but 1% means single
participants showed his/her highly dissatisfaction over this. In the comment section, he/ she
written that he/she expected chinese food item in the menu. As Tiger Tours fix food menu on the
basis of organizer‟s requirement, this dissatisfaction doesn‟t show that wasn‟t their fault.

36
5.8 Response analysis towards transport facilities

Transport
Dissatisfied 2%
Neutral 5%

Highly Satisfied

Satisfied
Satisfied 39%
Highly Satisfied 54%
Neutral

Dissatisfied

Highly Dissatisfied

Survey Data
Highly Satisfied Neutral Dissatisfied Highly Total
Satisfied Dissatisfied Responses
Responses 48 35 4 2 89

Explanation:
Tiger Tours personal jetty is in Tarabo, Narayangonj. During any cruise trip, Tiger Tours provide
AC coasters facilities to reach tourists and their luggages to the jetty. They were asked how
much satisfied they are over this transportation services. 54% tourists showed that they were
highly satisfied & 39% tourists were satisfied with the transportation. Among them, 5% tourists
showed their neutrality and 2% showed that they were dissatisfied on transport facilities.

37
5.9 Analysis of describing Tiger Tours just in words

Which of the following words would you use to describe Tiger Tours Services?

Unreliable
Poor quality

Ineffective

Impractical
Overpriced

Good value for money

Unique

Useful

High quality

Reliable

0 20 40 60 80

Survey Data
Tiger Tours in Words Responses
Reliable 70
High quality 80
Useful 36
Unique 80
Good value for money 75
Overpriced 2
Impractical
Ineffective
Poor quality
Unreliable

Explanation:
Tourists were asked to describe Tiger Tours services in words. 70 participants described Tiger
Tours as Reliable, 80 persons described as High Quality, 36 persons described as useful, 80
persons described as unique and 75 responses were on good value for money. 2 participants give
their responses on overpriced.

38
5.10 Possibilities of re-purchasing analysis

How likely are you to purchase any of Tiger

Tours packages again?

5%
Extremely likely

30% Very likely

Somewhat likely

65% Not so likely

Not at all likely

Survey Data
Extremely Very Somewhat Not so Not at Total
likely likely likely likely all likely Responses
Responses 59 27 4 90

Explanation:

Participants were asked about how likely they are interested to purchase any of Tiger Tours
packages again. 65% that means 59 people responded that they are extremely likely to purchase
in future and another 30% that means 27 participants told that they are very likely to purchase
Tiger Tours packages. Rest 5% participants showed their neutrality over this question.

39
5.11 Package price importance to tourists purchase behavior

How important is price to you when choosing

this type of service?

Not at all Important

Slightly Important

Moderately Important

Quite important

Extremely important

0 5 10 15 20 25 30 35 40 45

Survey Data
Extremely Quite Moderately Slightly Not at all Total
Important Important Important Important Important Responses
Responses 15 25 42 6 2 90

Explanation:

Tourists always consider prices while purchasing or expending on any tourists packages.
Tourists were asked about their importance on prices when choosing cruise type service. 15
people answered that price is extremely important and 25 people answered it is quite important.
Maximum tourists reacted that price is moderately important to them. Six people told it is
slightly important and two people showed it is not at all important.

40
5.12 Possibilities of tourists to recommend others about this company

How likely is it that you would recommend

this company to a friend or colleague?

4%
Extremely likely
30%
26% Very likely

Somewhat likely

Not so likely

Not at all likely

40%

Survey Data
Extremely Very Somewhat Not so Not at Total
likely likely likely likely all likely Responses
Responses 27 36 23 4 90

Explanation:
In this research, I tried to identify how much tourists will use their possible word of mouth for
Tiger Tours. The question was that how likely they would recommend this company to a friend
or colleague. 30% people expressed that they would extremely likely to recommend and 40%
that means 36 people said that they would recommend this company. Rest 26% told that they
would recommend this company and rest 5% that meant five people expressed they are not so
likely to recommend this company.

41
 CHAPTER SIX

FINDINGS ANALYSIS

42
6.1 Overall Tourists Satisfaction

The sample survey shows that the population is very much satisfied with the cruise. The sample
survey illustrates totally half (52.22%) of the population are highly satisfied. 37.78% tourists are
also overall satisfied. Rest 10% users are neutral using the cruise service. Surprisingly, there are
no dissatisfied customers.

6.2 Satisfaction towards Employees

As people are the dominant factor in services marketing mix, people can be the dominant cause
of heterogeneity. Each interaction with a service is important to maintain service levels. This
sample survey indicates that overall 90% tourists are satisfied with employees and rests 10% are
neutral on this. Tourists are happy with availability of staff, courtesy, friendliness and offering
to help.

6.3 Tourists Satisfaction on Food

This survey illustrates that most of the population of this sample survey are satisfied with food
quality, taste, portion size, value for money and variation. Around 54% tourists are highly
satisfied and around 40% tourists are satisfied with food. And also 5% tourists shows neutrality
and only 1% tourist expresses his/her highly dissatisfaction over food. In the comment section,
he/ she written that he/she expected Chinese food item in the menu. As Tiger Tours fix food
menu on the basis of organizer‟s requirement, this dissatisfaction doesn‟t show that wasn‟t their
fault.

6.4 Positives Words

Through this sample survey I tried to indentify which words come into tourist‟s minds after
using the Tiger Tours services. I used both five positive words and five negative words. In this
questions almost every participants use positive words of mouth for Tiger Tours. Around 70
participants describes Tiger Tours as Reliable, 80 persons describes as High Quality, 36 persons
describes as useful, 80 persons describes as unique and 75 responses were on good value for
money. Only 2 participants give their responses on overpriced. That shows, Tiger Tours is
successful in creating positive perceptions over tourists mind.

6.5 Customer Retention & Loyalty

This sample survey shows that Tiger Tours can create their positive images through their cruise
tour retain customers. Around 65% tourists show they are extremely likely to purchase any of
Tiger Tours packages again. Around 30% says very likely & rest 5% says somewhat likely.
Another section was how likely it they would recommend this company to others is. Most of

43
their answers are positive. That means they become loyal to this company through getting
quality services.

6.6 Importance of price

The survey included some questions related to the importance of price. Around 17% of the
population of the sample survey agreed that price is extremely important in choosing a service of
this category. While 47% agreed that price is moderately important and about 28% said it is quite
important. Only 2% people‟s answer is not at all important.

6.7 Key Findings

 Target populations most of the participants were adult.

 When the population purchases any service of this category, they emphasize more on
price.

 Those who used cruise line are very satisfied; approximately 53% of the users are very
satisfied using the service and rest of the population who used are moderately satisfied
with this service.

 Employees‟ performance during the service was good.

 Food quality and services of Tiger Tours cruise is excellent.

 After using the services of Tiger Tours, customers use positive words of mouth for them.

 From the comment section, two participants complained that hospitalities asked them
about tips and they didn‟t like that.
 Some guests complained me about mosquito bites during returning to Dhaka. As the
coasters are park beside the jetty and river water is dark, mosquitoes enter in the AC
coasters while gates are opened.

44
 CHAPTER SEVEN

RECOMMENDATION & CONCLUSION

45
7.1 Recommendation

 Following the survey, it can be recommended that, Tiger Tours should be very cautious
in setting price for this cruise related service. Because the survey indicated the
importance of price during purchase of this kind of service. So, it has to be ensured.

 The survey indicated, most of the users are very satisfied. The satisfied customers can be
turned into loyal customers through various loyalty services offering different products or
services.

 During the contract of services with the organizers of the cruise groups, organizers
provide each guests contact and email addresses to Tiger Tours for maintaining insurance
policy. Tiger Tours can use those email addresses for customer retention program. They
can send customer feedback report and what action has taken on their feedback and also
inform new offerings and packages.

 While large groups take the cruise, Tiger Tours has to hire extra hospitality employee
from other caterer organization. Outsider employees don‟t know about the organizational
culture of the Tiger Tours. Tiger Tours responsible persons must ensure that they have
given a brief instructions to them. This recommendation is given because during AAA
trip, two customers complain that hospitalities asked them for tips.

 Tiger Tours provides coaster services to reach and return from jetty. All those coasters
must be sprayed mosquito killer well before the guests riding. If there has mosquito in
these AC coasters, guest‟s impressions will be negative.

 M. V. Tanguar Haor has quite large lounge for conference and meetings but they don‟t
have any projector and conference sound system facilities. If they also provide that
services, surely they can earn more revenue from the vessel.

 To create positive image and customer retention Tiger Tours can give any small souvenir
to the guests with company logo or the M. V. Tanguar Haor‟s signs.

 Tiger Tours think that their main competitor is Guide Tours Ltd. But recent past years
some tourism companies also introduced some best quality medium size cruise vessel.
Among them Reggae Tourism‟s M. V. Flamingo and M. V. Crystal Cruise from M.
Rahman & Son‟s. So, Tiger Tours must think over rejuvenation of their ship or introduce
new vessel to compete with their new competitors.

46
7.2 Conclusion

The joint-venture company arena in recent time is one of the most competitive business fields in
Bangladesh. As Bangladesh is a developing country, a strong joint-venture company in tour
operator sector can change the socio economic structure of the country. At present many
different companies are providing tour operator services in Bangladesh. Tiger Tours Ltd. is one
of the most promising tour operators in present market. It has an outstanding bearing to thrive the
business sector. From the learning and experience point of view I can say that I really enjoyed
my internship. Academic learning‟s form university courses were helpful, but the knowledge that
I gather from real life working experience has really placed me in an extra ordinary position.

Primarily I have worked for Tiger Tours head office activiites where I along with my supervisor
worked on various clients‟ dealings to bring the clients from proposal to the real tour experience.
In the meantime, I also have prepared my own set of questionnaire for my internship tourist‟s
survey. During the internship I have seen many important functions that the tour operator is
supposed to do. Like how to deal with changing demands of the tourists, challenging competitive
offers, operating cruise tours, etc. However, nowadays market has become very competitive
where tourists have many choices. So, if they are not satisfied enough, Tiger Tours may have to
lose potential and loyal customers in the long run. That is why Tiger Tours has to improvise their
connection with their maneuver ability, opportunities, strength and uniqueness. The dynamic
nature of tourism market is conducive to constant improvement of customer.

M. V. Tanguar Haor is a unique product/service of Tiger Tours Ltd. It can be expected that with
the flow of time, Tiger Tours will utilize this ship more to help its customers and will be able to
provide unique best services to its customers.

Tourist‟s satisfaction analysis of a cruise of a joint-venture company is not so sufficient to

measure and express perfectly within this short time of my internship period. But it is a great
opportunity for me to get used with the operational environment of this company. I have tried my
soul to incorporate the internship report with necessary relevant information. With the
cooperation of all the persons I worked with; learn a lot of things which can help me not only in
professional life but also in my personal life.

47
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Appendix

Survey Questionnaire

This is an Internship report survey. The aim of this survey is to collect your response toward
services provided by Tiger Tours Ltd. The collected data would be used only on research
purpose. Please fill up all the questions.

Please Confirm Your Age Place (Division)

 Below 18  Barisal  Mymensingh
 18 to 25  Chittagong  Rangpur
 26 to 30  Dhaka  Rajshahi
 31 to 35 and above  Khulna  Sylhet

Highly Highly
Satisfied Satisfied Neutral Dissatisfied Dissatisfied
Overall Satisfaction with the
Cruise
Ambience, Cleanliness, Air-
Conditioning, Lightning, Music
Availability of Staff, Courtesy,
Friendliness, and Offering to Help
Food Quality, Taste, Portion Size,
Value for Money, Variation

Transport

How important is price to you when choosing this type of service?

 Extremely important
 Quite important
 Moderately important
 Slightly important
 Not at all important

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Which of the following words would you use to describe Tiger Tours Services? Select all
that apply.
 Reliable  Overpriced
 High quality  Impractical
 Useful  Ineffective
 Unique  Poor quality
 Good value for money  Unreliable

How likely are you to purchase any of Tiger Tours packages again?
 Extremely likely
 Very likely
 Somewhat likely
 Not so likely
 Not at all likely

How likely is it that you would recommend this company to a friend or colleague?

 Extremely likely
 Very likely
 Somewhat likely
 Not so likely
 Not at all likely

Do you have any other comments, questions, or concerns?

______________________________________________________________________________
______________________________________________________________________________
__________________________________________

Your Email

Thanks a lot for participating in this Survey!

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