Customer Attitude Towards Educational Tours With Special Reference To Chadchankar Tours and Travels in Solapur City

SOLAPUR UNIVERSITY,SOLAPUR
CHAPTER-1
INTRODUCTION TO STUDY
1.1 INTRODUCTION
Project report entitled customer attitude towards educational tours with Special reference
to Chadchankar Tours & Travels in Solapur City.
ABOUT TOURISUM INDUSTRY:-

The word tour entered into common usage specially in English language. The
term tourist is said to be delivered from the word tour which means “a journey” at which
one return to the starting point a circular trip usually of the business, or education The
motive behind the travel may be diverse which create different market needs due to
tourism sector or industries multiplier effects a traveling business was line position to
pave ways for the generation of employment opportunities by offering a producing
umbrella to the hospitality and transportation The intensity of foreign exchanges
requirements was at peak which required its adequate generatio9n to speed-up the cycle
of national economic transformation.
“Tourism is a study of the demand for and supply of accommodation and
supportive services for those staying away from home and the resultant patterns of
expenditure, income creation and employment”
“Tourism is a stay of one or more night away from home for holidays, visits to
friends or relatives, business conferences of any other purpose except such as things as
boarding education or semi-permanent employment”
Emerging Key Points:
1 Tourism is a temporary movement of people.

2 It is a pleasure activity.
3 It is unremunerative.
MBA, SVERI’S COEP 1

4 It lies the totality of relationship.

5 It is a multi-segment composite industry.
TOURISM DEVELOPMENT IN INDIA
Tourism development in India has passed through many phases. At Government

level the development of tourist facilities was taken up in a planned manner in 1956
coinciding with the Second Five Year Plan. The approach has evolved from isolated
planning of single unit facilities in the Second and Third Five Year Plans. The Sixth Plan
marked the beginning of a new era when tourism began to be considered a major
instrument for social integration and economic development.
But it was only after the 80's that tourism activity gained momentum. The
Government took several significant steps. A National Policy on tourism was announced
in 1982. Later in 1988, the National Committee on Tourism formulated a comprehensive
plan for achieving a sustainable growth in tourism. In 1992, a National Action Plan was
prepared and in 1996 the National Strategy for Promotion of Tourism was drafted. In
1997, a draft new tourism policy in tune with the economic policies of the Government
and the trends in tourism development was published for public debate. The draft policy
is now under revision. The proposed policy recognizes the roles of Central and State
governments, public sector undertakings and the private sector in the development of
tourism. The need for involvement of Panchayati Raj institutions, local bodies, non-
governmental organizations and the local youth in the creation of tourism facilities has
also been recognized.
The other major development that took place were the setting up of the India
Tourism Development Corporation in 1966 to promote India as a tourist destination and
the Tourism Finance Corporation in 1989 to finance tourism projects. Altogether, 21
Government-run Hotel Management and Catering Technology Institutes and 14 Food
Craft Institutes were also established for imparting specialised training in hoteliering and
catering.

Tourist Attractions
India is a country known for its lavish treatment to all visitors, no matter where
they come from. Its visitor-friendly traditions, varied life styles and cultural heritage and
colorful fairs and festivals held abiding attractions for the tourists. The other attractions
include beautiful beaches, forests and wild life and landscapes for eco-tourism, snow,
river and mountain peaks for adventure tourism, technological parks and science
museums for science tourism; centers of pilgrimage for spiritual tourism; heritage trains
and hotels for heritage tourism. Yoga, ayurveda and natural health resorts also attract
tourists.
The Indian handicrafts particularly, jewellery, carpets, leather goods, ivory and
brass work are the main shopping items of foreign tourists. The estimates available
through surveys indicate that nearly forty per cent of the tourist expenditure on shopping
is spent on such items.
Growth
Domestic tourism is as old as the Indian society. According to available statistics,

domestic tourism has grown substantially during the last one decade. It increased to 167
million in 1998 from just 64 million in 1990, thus registering a compound annual growth
of 12.8 per cent.
The growth of inbound tourism since Independence has been quite impressive. It
was just around 17 thousand in 1951. From this level it rose to 2.36 million in 1998.
Tourism receipts on the other hand have grown at a phenomenal rate of 17 per cent to
Rs.11, 540 crore in 1998 from Rs.7.7 crore in 1951.

Economic Impact
Tourism has emerged as an instrument of employment generation, poverty alleviation and

sustainable human development. During 1998-99, employment generation through
tourism was estimated at 14.79 million.
Foreign exchange earnings from the tourism sector during 1998-99 were estimated at
Rs.12,011 crore. Tourism has thus become the second largest net foreign exchange earner
for the country.
Tourism also contributed Rs.24,241 crore during 1998-99 towards the country's
Gross Domestic Product (GDP).
Thrust Areas
In order to speed up the development of tourism in the country several thrust areas
have been identified for accomplishment during the Ninth Five Year Plan (1997-2002).
The important ones are development of infrastructure, products, trekking, winter sports,
wildlife and beach resorts and streamlining of facilitation procedures at airports, human
resource development and facilitating private sector participation in the growth of
infrastructure.
Organization
The organizations involved in the development of tourism in India are the

Ministry of Tourism with its 21 field offices within the country and 18 abroad, Indian
Institute of Tourism and Travel Management, National Council for Hotel Management
and Catering Technology, India Tourism Development Corporation, Indian Institute of
Skiing and Mountaineering and the National Institute of Water Sports.

Boosting Tourism
Some of the recent initiatives taken by the Government to boost tourism include grant of
export house status to the tourism sector and incentives for promoting private investment
in the form of Income Tax exemptions, interest subsidy and reduced import duty. The
hotel and tourism-related industry has been declared a high priority industry for foreign
investment which entails automatic approval of direct investment up to 51 per cent of
foreign equity and allowing 100 per cent non-resident Indian investment and simplifying
rules regarding the grant of approval to travel agents, tour operators and tourist transport
operators. Role of Tourism Industry in India GDP
Role of Tourism Industry in India GDP has been quite alarming since the past few
decades.
Tourism industry has contributed enormously in the flourishing graph of India's
economy by attracting a huge number of both foreign and domestic tourists traveling for
professional as well as holiday purpose.
The tourism industry in India witnessed a stupendous growth in 2006. The growth in
the inflows in India's tourism industry is calculated both in terms of business and
vacations.
The number of foreign tourists arriving from all over the world rose from 0.37 percent to
0.53 percent as has been stated by UN World Tourism Organization (UNWTO) in the
year 2006. This remarkable growth in the graph of tourism industry in India popularized
the entire South Asia as one of the most spectacular tourist terminal. Indian tourism
industry contributes to around 5.9 percent of the country's GDP and it provides
employment to around 41.8 million of inhabitants.
Some of the most significant features of India's tourism industry or the Role of
Tourism Industry in India GDP have been listed below:

 The percentage of foreign tourists in India has increased by 12.4 percent in one
year, that is, from 2006 to 2007. In 2006, Indian tourist industry witnessed a
growth of 14.3 percent, which reached around 3.89 million in 2007
 The foreign tourists arrival led to a robust growth in the foreign exchange
earnings that increased from USD 5.03 billion during January-October 2006 to
USD 6.32 billion during January-October 2007, which is apparently a 25.6
percent rise.
 Deeming the growing rate of the tourists arrival in the country, the Indian tourism
industry designed a wide spectrum of holiday packages and cheaper airfares to
attract more tourists.
 Nonetheless, the outgoing graph of tourism industry in India is in no way lagging
behind from the inbound one. People traveling from India to abroad or states
within India have increased by 25 percent.
 The United Nations World Tourism Organization (UNWTO) has estimated the
outgoing tourists to reach around 50 million by the year 2020.
 According to the European Travel Commission, the average expenditure per trip
of Indian tourists traveling abroad has increased from USD 611 in 2000 to USD
822 in 2006
 The booming success of Indian tourism industry has led to a drastic change in the
hospitality department as well. The increase in the ratio of tourists resulted in the
increase of room rates and also setting up of a wide range of hotels and other
residing areas.
 A number of international hotels such as the Hilton, Accor, Marriott International,
Berggruen Hotels, Cabana Hotels, Premier Travel Inn (PTI) and Inter Continental
Hotels groups have professed about making some large-scale investments to
append 65,000 additional rooms to suffice the needs
 India is most likely to set up forty hotels of global brands by 2011. The hospitality
segment in India is assumed to reach USD 11.41 billion in the coming two years
Following are the few benefits ensured by the tourism industry in India GDP in order
to boost up the GDP of India:

 The Indian tourism industry offers online booking system, one of the basic proofs
of technological advancement in this sector. These online bookings are applicable
for booking the air tickets via Internet by logging on to the website and also
booking the hotel room of the place to be visited
 The online tourism industry has accounted for a turn over of USD 800 million
which is apparently 14 percent of the entire travel and tourism industry
 The Role of Tourism Industry in India GDP also features medical tourism that
includes traditional therapies like yoga, meditation, ayurveda, allopathy and other
conventional systems of medicines is currently estimated at USD 333 million and
is most likely to reach USD 2.2 billion by the year 2012.
Travel and tourism is the biggest industry in the world which makes up 11% of the total
GDP of the world and 8% of total employed population in this world and has emerged as
a powerful source of income and wealth creation and to some extent helps in fueling
tolerance in the world among different communities. I was just going through a magazine
which shocked me that India’s share in world tourism was less than 1%. The shocking
thing was that 7th largest country in the world with more than 100 crore strong
population just contributed less than 1% in world tourism share whereas Europe enjoyed
58% of the world tourists and America and Africa enjoyed 18% and 4% Respectively.
Lets understand why the European countries are hit among tourists :
1. Peaceful countries
2. Most developed nations of the world
3. Well planned infrastructure
4. Formation of EU facilitated movement of people and culture more easier
5. Porous Borders
6. Attractive scenic beauty
7. Rich historical & Heritage sites
8. Superior technology and Lifestyle
9. Peace loving people
10. Tourist friendly policies

In the January of 2008 when I went to Paris the only thing I had in mind about the city
were the fashion shows and EIFFEL TOWER. I guess each and every tourist who comes
to Paris pays a visit to Eiffel Tower. When I went there I was fascinated to see the
Engineering wonder of Iron and Steel which is quoted as the monument of love in
Hollywood Movies where lights illuminates each time the clock takes a 360 turn to 12. I
had a great time there but after I came back to my hotel at night and thought about my
day I thought, was it really a monument to be so fascinated about or is it pure marketing
of Eiffel as a product. I think Eiffel is a great wonder which is marketed really well all
over the world which is benefiting the tourism of Paris a lot.
So I thought what is it in India we can really attract the tourists which is in interest of
both the tourists and tourism destination and I got the answer to my question very soon in
Belgium (Antwerp). It was a Saturday evening and while roaming on the streets of
Antwerp we happened to visit an Iskcon temple in Antwerp. It was a small temple made
in a home which was run by a family who were Dutch and devotees of Krishna. They
were happy to find unexpected visitors from land of Krishna and welcomed us and
offered sweets. While interacting with the Dutch priest he told us how he found peace in
serving Krishna and how attaching himself with Iskcon changed his life forever.
It is said that if you want to see the real India then visit Indian villages. Rural tourism can
be a concept if adopted in India with seriousness can reap good results and help to
increase India’s World Tourism market share. This can be done if states on its own start
working on a plan to identify places for rural tourism in states which offer exposure to
There are different types of tours people go individually or with group for
business purpose, with family for spent holidays. According to new technology adoption
there are drastic changes in education system become more practical. Educational
institutions arrange trips for entertainment and research work purpose. Now days
educational tours have gaining more importance, so it is necessary to study.In this study
customer attitude towards educational tours is studied. This study focuses on educational
institution only. This study will help the organization to frame present and future.
Indian Tourism Industry Forecast (2007-2011)

This 'Indian Tourism Industry Forecast (2007-2011)” report provides an objective

analysis of the present scenario and future prospects of the Indian tourism industry. This
report focuses on different parameters of tourism industry including: inbound tourism,
outbound tourism, expenditure by inbound tourists, and medical tourism in India. It also
helps clients to analyze the opportunities and factors critical to the success of tourism
industry in India.
Key Findings
- In India, inbound tourist expenditure per head is third highest in the world and even
more than global average tourist spending.
- India has been promoting its healthcare tourism by providing the visitors with private
healthcare facilities. It is expected that the number of tourists visiting India for the
purpose of medical treatment will reach one Million by 2012, representing a CAGR of
28.09% from 2007.
- Disposable income in past (during 2001-2006) grew at a CAGR of 10.11%, thereby
driving domestic as well as outbound tourism.
- Room rent accounts for more than 50% of revenue earned by Indian hotel industry.
- Indian outbound tourist flow is expected to increase at a CAGR of 12.79% over the
five-year period spanning 2007-2011.
- Tourist influx to India is expected to increase at a CAGR of 22.65% between 2007 and
2011.
- India’s share in global tourism is expected to reach 1.5% by 2010.
Key Issues and Facts Analyzed
- What is the current state of tourism industry in India?
- What are the emerging trends in the tourism sector in India?
- What is the future outlook of the tourism industry in India in terms of inbound as well
as outbound tourism, and expenditure by inbound and outbound tourists?
- Which factors are driving the India tourism industry?
- Hotel industry scenario in India?
- Hotel industry occupancy rate and room supply by 2011?
Key Players Analyzed
This section covers the key facts about the major players (tour operator & hotels)

currently operating in the Indian tourism industry. The key players analyzed in this
section include: Thomas Cook India Pvt. Ltd., Kuoni India Ltd., Cox & Kings India Ltd.,
Raj Travels & Tours Ltd., prominent Hotels & Resorts such as Taj Hotels, The Oberoi
Group, Hyatt Corporation, ITC Welcome group.
Research Methodology Used
Information Sources:
Information has been sourced from books, newspapers, trade journals, white papers,
industry portals, government agencies, trade associations, by monitoring industry news
and developments, and through access to access to more than 3000 paid databases.
Analysis Methods: -
The analysis methods include the following: Ratio Analysis, Historical Trend Analysis,
and Linear Regression Analysis using software tools, Judgmental Forecasting and Cause
and Effect Analysis.

1.2OBJECTIVE OF PROJECT
1) To study customer attitude towards educational tours with special reference to

chadchankar tours and travels.
2) To find customer opinion about chadchankar tours and travels.
3) To study influence of various amenities provided to customer while travelling.
4) To suggest measures in order to enhance customer satisfaction.

1.3 SCOPE & LIMITATION OF PROJECT
 Scope
This project is platform for customers to express their things suggestions
which would help to chadchankar tours and travels to target their customer. The
study is specially focused on educational institutions in solapur city.
The study will help to understand the customers needs and wants, also it is
helpful to know customers attitude towards co. this study will help to increase
company customer’s demand. It is helpful to organization. For their future plan.

 Limitations
o This study is limited to Solapur city.
o The information is collected by customer is assumed as true
o In this study focus is only on educational institutions

1.4Executive Summary
The increased choice being made available to the customer has made marketing
an important activity. In recent years marketing concept has been gaining importance in
all sectors of services throughout the world. The responsible factors for this are self-
support policies, increasing competitiveness in the market place, rising customer
expectations, widening access to information etc.
Marketing activities especially pertaining to the tourism sector are unique because
of the diverse service proposition, incredible growth along with intense competition.
Hence as a future marketing professional, it was important to feel the heat of this
dynamic marketing sector to be able to know the sentiments of the market.
Tourism sector is one of the important sectors of the Indian economy and thus
studying the marketing of this sector was very crucial to know, what are the trends in the
fastest growing service industry as well as to know how does the marketing activities of
this sector differs from the rest.
The most important aspect of the marketing in the sector is that here not only a
specific product but a service is being marketed with a view to sustain the services till
lifeline rather than promoting one time purchase intent to the customer. Hence the
purpose of marketing is not only to sell the service once but to continue to provide
services over along period of time and if possible targeting a lifetime customer.
The project taught me many integrities and intricacies of tourism sector and the unique
marketing objectives that the sector caters to. It was an unforgettable learning experience
to know the hierarchy through which the information flows and how a particular
marketing plan is developed, implemented, monitored and evaluated

1.5RESEARCH METODOLOGY OF PROJECT
Designing a research plan calls for decision on the

1} Data sources
2} Research approaches
3} Research Instruments
4} Sampling Plan
5} Contact methods
1} Data sources:-
Data collection for the project work was by two ways;
A) Primary data
B) Secondary data
A) Primary Data:-
The investigator collects the data originally for the investigation the data is called
as primary data. Primary data is collected through observations and through direct
interview with the respondents in one team or through personal interviews. In this survey
primary data is collected through questionnaires.
B) Secondary Data:-
The data which have already been collected compiled and presented by someone
else used for purpose of investigation; such data is called as secondary data. Secondary
data is usually collected through local Newspapers & Local channels etc. In this survey
official different local newspapers are used for collecting data

2} Research approaches:-
Primary data can be collected in five ways;
A} Observational research
B} Focus-group research
C} Survey research
D} Behavioral data
E} Experimental research
In this study survey research approach was used for collecting the primary
data.
Survey research:-
Survey is best suited for descriptive research. Companies undertake surveys to
learn about people’s knowledge, beliefs, preferences, and satisfaction, and to measure
these magnitudes in the general population. The reason behind this project is to know the
perception of customer towards Chadchankar Travels.
Advantages of survey research

1. Time saving
2. Reduced cost of enquiry
3. Effort saving
4. Administratively convent
5. Ensures detailed enquiry
6. Produces more reliable result
7. More scientific

3} Research instrument:-
Marketing researchers have a choice of three main research instruments in
collecting primary data;
A} Questionnaires
B} Psychological tools and
C} Mechanical devices
In this study Questionnaire was the research instrument used in collecting

primary data.
Questionnaires:-
Questionnaire was the main research instrument for surveyor, the questionnaire
related consists of a set of simple questions related to survey. Questionnaire consists of
both open ended questions and close ended questions.
I) Closed ended questions:-

These questions specify all the possible answers and provide answers that are
easier to interpret and tabulate.
Ii) Open ended questions:-

These questions are to be answer by all respondents in their own words about
the product and often reveal more about how people think.
In this survey both type of that is open ended and close ended questions are used. In total
no of questions only two questions are open ended and rest of all questions are close
ended.

4} Sampling Plan:-
After deciding on the research approach and instruments, the marketing
researcher must design a sampling plan. This plan calls for three decisions, these are
 Sampling unit:-
Sampling unit means who is to be surveyed? For this project Chadchankar Travels users
are surveyed.
 Sampling size:-
In this project 30 respondents are surveyed because small part of population is
give reliable result. And the time limit for the project is limited.
 Sampling procedure:-
For this project non probability sample procedure is selected. In that judgment sampling
method is selected.
Judgment sample-
In the judgment sample researcher selects the population members who are good
prospects for accurate information. For this project report I have selected the samples that
are using Chadchankar Tours and Travels service.
Area Solapur city

Study on Customer attitude
Sampling Method Judgment sample
Sampling Size 30
Respondents Chadchankar Travels users

Contact method Personal Interviewing

5} Contact method:-
Once the sampling plan has been determined, the marketing researcher must
decide how the subject should be contacted;
A} Mail questionnaire
B} Telephone
C} Personal interview.
In this study personal contact method was used for interviewing the
respondents.
Benefits of personal contact method.
1. Personal contact method helps to study actual perception about the respondents.
2. It helps to know the opinion of the respondents with the help of their body language,
dressing style, communication pattern we can collect additional information which
beneficial to study.

Chapter II
INTRODUCTION OF INDUSTRY/ORGANIZATION PROFILE
2.1 INTRODUCTION OF INDUSTRY
ITDC and DOT plays vital role in growth of tourism industry this corporation
develops tourisms related infrastructure that is, hotel, motel, resort, roads, hospitality, and
accommodation in India. In last few years there have been tremendous changes in travel
and tourism industry. The advents of new technology in the information and
communication spheres and globalization have no doubt contributing it is development.
Indian economy is undergoing major transformation. India has second most
favorite designation to foreign direct investment also tourism contributed 10 % of total
GDP. India become mature market for both domestic and international tourism. A growth
in demand for outbound tourism is expected to grow 8.8% annual in real term between
2004-2014.
Tourism incurs indirectly income level of people. There is improvement in quality
of tourism services and this improvement continent for people to travel worldwide.
Because of new technology transportation cost also reduced with this development
people’s attitude getting change towards tourism and growth of tourism industry
increasing day by day.

2.2Company profile
In the year 1994 chadchankar tours and travels established by mrugandra chadchankar.
In first phase organization start providing tours services solapur to pune,
kolhapur, akkalkot, tuljapur, pandharpur, astvinayak in maharashtra w2 luxury buses.
In second phase up to 2001 organization purchased 10 luxury buses and expand
their area with providing services
Throughout India with their motto “best service at competitive price”.
Chadchankar tours famous in solapur district specially for maharashtra darshan.
Chadchankar tours become the first choice of solapur city people for any destination.
From last 14 years with experience they are arranging trips in all over
Maharashtra, karnataka, andra, kokan, goa, gujrat…. Company arranges trips for school,
coaching classes, women counsil, and marriage party.
Features of the company

 Governments permit (R.T.O.)
 Luxuries of 25,32,40,49 seats.
 Accommodation and meals failing.
Products
1) Mahaabaleshwar
2) Kokan
3) Ramoji film city with hydrabad
4) Goa special
5) Bangalore
6) Mesure
7) Asthavinayak
8) South India
9) North India

Promotional schemes:-
1) On 25th student 1 teacher sent free.
2) To make intangible services tangible they give gifts like Solapuri chadars, lord
siddheshwara small murti, napkins etc.
3) Within 1 year organization arrange 2-3 resonable trips for people
4) According to customer demand organization arrange trips.
Future plans
1) Organization want to cover each person in solapur district in their tourism family.
2) Next year organization will opean branches in pune, Mumbai and kolhapur.
3) Organization want to be first choice of every tourist.
4) Organization vision is to become pioneer in tourism sector.
Organization increasing safety provisions and adequate accommodation

Chapter3
Theoretical Background
3.1A MODEL OF CONSUMER BEHAVIOUR: -
The starting point for understanding buyer behavior is the stimulus response model
shown in figure. Marketing and environmental stimuli enter the buyer’s consciousness.
The buyer’s characteristics and decision process lead to certain purchase decisions. The
marketer’s task is to understand what happens in the buyer’s consciousness between the
arrival in the buyer’s purchase decisions.
Marketing Other Buyer’s Buyer’s Buyer’s
Stimuli Stimuli Characteristics Character Decision
Problem Product
Product Economic Cultural recognition with choice
information
search
Evaluation of Brand
Price Technological Social alternatives choice
Purchase Dealers cho-
Place Political Personal decision ice purchase
timing
Post purchase Purchase
Promotion Cultural Psychological behavior amount

3.2THE MAJOR FACTORS INFLUENCING BUYING BEHAVIOR
A consumer buying behavior is influenced by cultural, social, personal and

psychological factors. Cultural factors exert the broadest and deepest influence.
1. CULTURAL FACTORS: -
Culture, subculture, and social class are particularly important in buying behaviour.
 Culture: -
Culture is the most fundamental determinant of person’s wants and behaviour. The
growing child acquires a set of values, perceptions, preferences and behaviours through
his of her family and other key institutions.
 Subculture: -
Each culture consists of subculture that provides more specific identification and
socialization for their members. It includes nationalities, religions, social groups and
geographic regions. Many sub-culture make up important market segments and often
design products and marketing programs tailored to their needs.
 Social class: -
Social classes are relatively homogeneous and enduring divisions in a society,
which are hierarchically ordered and whose members share similar values, interests and
behaviour.
Social classes do not reflect income alone but also other indicators such as
occupation, education and area of residence.

2. SOCIAL FACTORS: -
In addition to cultural factors, a consumer’s behaviour is influenced by such social

factors as reference groups, family and social roles and statuses.
 Reference groups: -
Person’s reference groups consist of all the groups that have a direct of indirect
influence on the person’s attitudes of behaviour. Groups having a direct influence on a
person are called membership groups.
Some membership groups are primary groups, such as family, friends, neighbors,
and co-workers, with the person interacts fairly continuously and informally.
Reference groups expose an individual to new behaviour and lifestyles. They
influence attitudes and self-concept.
People are also influenced by groups to which they do not belong. Inspirational
groups are those the person hopes to join; dissociate groups are those whose values or
behavior an individual rejects.
 Family: -
The family is the most important consumer buying organization in society, and it
has been reached extensively. Family members constitute the most influential primary
reference groups. From parents a person acquires an orientation toward religion, politics
and economics and sense of personal ambition; self worth and love. Even if the buyer no
longer interacts very much with his of her parents, their influence on the buyer’s behavior
can be significant.
 Roles and status: -
A person participates in many groups like family, clubs and organizations. The
person’s position in the group can be defined in terms of role and status. A role consists
of the activities that a person is expected to perform. Each role carries a status. Peoples
choose products that communicate their role and status in society.

3. PERSONAL FACTORS: -
A buyer’s decisions are also influenced by personal characteristics. These include
the buyer’s age and stage in the life cycle, occupation, economic circumstances, lifestyle,
and personally and self-concept.
 Age and stage in the life cycle: -

Consumption is shaped by the family life cycle. Marketers often choose life-cycle
groups as their target market. These are nine stages of the family life cycle along with the
financial situation and typical product interests of each groups.
 Occupation and economic circumstances: -

Occupation also influences a person’s consumption pattern. Marketers try
identifying the occupational groups that have even specialized its products for certain
occupational groups.
 Lifestyle: -
A lifestyle is the person’s pattern of living in the world as expressed in activities,
interests and opinions. Marketers search for relationships for between their products and
lifestyle groups.
 Personality and self concept: -
Each person has a distinct personality that influences buying behavior. Personality
is usually described in terms of such traits as self-confidence, dominance, autonomy,
deference, sociability, defensiveness and adaptability. Personality can be useful variable
in analyzing consumer behavior provided that personality types can be classified
accurately and that strong co-relations exist between certain personality types and
product or brand choices.
Related to personality is self-concept or self-image. Marketers try to develop brand
images that match the target market’s self-image. It is possible that a person’s actual self-
concept differs from her ideal self-concept and from her others self-concept.

4. PSYCHOLOGICAL FACTORS: -
A person’s buying choices are influenced by four psychological factors such as
motivation, perception, learning, beliefs and attitudes.
 Motivation: -
A person has many needs at any given time. Some needs are biogenic; they arise
from psychological states of tension such as hunger, thirst, discomfort. Other needs are
psychogenic; they arise from psychological states of tension such as need for recognition,
esteem, or belonging to. A need becomes a motive when it is aroused to a sufficient level
of intensity. A motive is a need that is sufficiently pressing to drive the person to act.
 Perception: -
Perception is the process by which and individual selects, organizes, and interprets
information inputs to create a meaningful picture of the world.
Perception depends not only on the physical stimuli but also on the stimuli’s
relation to the surrounding field and on conditions within the individual.
 Learning: -
When people act, they learn. Learning involves changes in an individual’s behavior
arising from experience.
 Beliefs and attitudes: -

A belief is a descriptive thought that a person holds about something. Beliefs may
be based on knowledge, opinion, or faith. They may or may not carry an emotional
charge. Manufacturers are very interested in the beliefs people carry in their heads about
their products and services. These beliefs make up product and brand images, and people
act on their images. If some beliefs are wrong and inhibit purchase, the manufacturer will
want to launch a campaign to correct these beliefs.
An attitude is a person’s enduring favorable or unfavorable evaluations, emotional
feelings, and action tendencies toward some object or idea.

People have attitudes toward almost everything; religion, politics, clothes, music,
food. Attitudes put them into a frame of mind of liking or disliking an object, moving
toward or away from it. Attitudes lead people to behave in a fairly consistent way toward
similar objects. People do not have to interpret and react to every object in a fresh way.
Because attitudes economize on energy and thought, they are very difficult to change. A
person’s attitude settle into a consistent pattern: To change a single attitude may require
adjustments in other attitudes.
Thus a company would be well advised to fit its product into existing attitudes
rather than to try to change people’s attitudes.

3.3THE BUYING DECISION PROCESS: -

Marketers must identify who makes buying decision, the types of buying decisions
and the steps in the buying process.
Buying roles: -
We can distinguish five roles people might play in a buying decision.
1) Initiator :- A person who first suggests the idea of buying the product
service.
2) Influencer :- A person whose view or advice influences the decision.
3) Decider :- A person whose view or advice influences the decision whether to
buy, what to buy, how to buy, or where to buy.
4) Buyer :- The person who makes the actual purchase.
5) User :- A person who consumes or uses the product or service.
The stages of buying decision process: -

Buying decision process includes five stages as follows.
1) Problem recognition: -
The buying process starts when the buyer recognizes a problem or need. The need
can be triggered by internal or external stimuli. Marketers need to identify the
circumstances that trigger a particular need by gathering information from a number of
consumers, marketers can identify the most frequent stimuli that spark as interest in a
product. They can then develop marketing strategies that trigger consumer interest.
2) Information search: -
An aroused consumer will be inclined to search for more information.
Consumer information sources fall into four groups.
A) Personal sources : - Family, friends, neighbors, acquaintances.
B) Commercial sources : - Advertising, salespersons, dealers, packaging,displays.
C) Public sources : - Mass media, consumer-rating organizations.
D) Experimental sources: - Handling, examining, using the product.

The relative amount and influence of these information sources vary with the
product category and the buyer’s characteristics. Through gathering information the
customers learns about competiting brands and their features.
3) Evaluation of alternatives: -
There is no single evaluation process used by all consumers or by one consumer in
all buying situations. Consumers vary as to which product attributes. They see as most
relevant and the importance they attach to each attribute. They will pay the most attention
to attributes that deliver the sought benefits.
4) Purchase decision: -
Steps between evaluation of alternatives and purchase decision.
Attitudes of others
Evaluation of Purchase
Purchase decision
alternatives intention
Unanticipated
situational factors
While the consumer is evaluation the alternatives person will develop some likes
and dislikes about the alternative brands. This attitude towards brands influences person’s
intention to buy. Other factors which may influence the intention to purchase are:-
I) Social factors (reference groups)
Ii) Situational factors like availability, dealer terms, pricing problem etc.
Iii) Perceived risk may influence the decision to purchase.

5) Post purchase behaviour: -

After purchasing the product, the consumer will experience some level of
satisfaction of dissatisfaction.
I) Post purchase satisfaction:-
The buyer’s satisfaction is a function of the closeness between the buyer’s expectations
and the product’s perceived performance. If performance falls short of expectations, the
customer is disappointed, if it meets expectations, the customer is satisfied, if it is
exceeds expectations, the customer is delighted. These feelings make a difference
whether the customer buys the product again and talks favourably or unfavourably about
the product to others.
II) Post purchase actions: -

The consumer’s satisfaction or dissatisfaction with the product will influence subsequent
behaviour. If the consumer is satisfied, he will exhibit a higher probability of purchasing
the product again. Dissatisfied customers may abandon or return the product.
III) Post purchase use and disposal: -

Marketers should also monitor how buyers use and dispose of the product. If consumer
stores the product in a closet, the probably not very satisfying and word of mouth will not
be strong. If they sell or trade the product, new product sales will be depressed.
Service refer to special efforts which include even govt to fight five gaint evils e.g.
want,disease, ignorance, squalor and illness in the society.
This opinion focuses on the organization offering special services where
hospitals or Medicare or helth centers, communication organization, educational
institutions are found important. Thus the social efforts and the organizations taking part
in the process are supposed to be studied in the every context.

3.4 ATTITUDE OF CUSTOMER

Attitudes are other types of individual differences that affect the behaviour of a person. In
a simple way attitude can be refared to as evaluative statement which may either be
favourable or unfavorable regarding people, object or events. Attitudes are reflections
about how one feels about someone or something.
Attitude can be defined as relatively lasting feeling beliefs and behavioral
tendencies directed towards specific special group, ideas issues or object.
Usually attitude reflects a individual background and experience. The attitude is
formed due to the strong influence of significant people in peons life like elders, parents,
friends and members of social and work group.
Attitude is continuous tendency to feel and behave in a specific way towards
some object. Every person holds attitude towards an object person. Irrespective of their
status and intelligences.
Attitude tends to continue unless something is done to change them.
Attitude generally can fall anywhere along a continuum between extremely favourable to
extremely unfavorable. Attitudes are aimed at some subject about which the person has
some associated feeling.

Chapter4
DATA ANALYSIS & INTERPRITATION
Table no.1
Table showing types of schools of respondents.
Particular No. of respondents Percentage
Marathi 24 80
English 3 10
Kanada 3 10
Total 30 100
kanada
10%
english
10%
marathi
80%
Interpretation :-
Above table shows that different medium of schools 80% respondents belongs to
Marathi medium, 10% respondents belongs to English medium and 10% respondents
belongs to Kanada medium.
It is observed that shows that in Solapur city Marathi medium schools are more
as compare to other medium schools.
Table no.2

1. Which factor do you consider while selecting destination?

Rank Student Price duration Mode of Availability of
opinion travel facility
1 12 8 6 1 3
2 7 6 11 3 3
3 2 11 7 6 4
4 8 4 3 15 0
5 1 1 3 5 20
Total 30 30 30 30 30
Graphical presentation :-
FACTORS
25
20
15
Column 1
10
Column 2
5
Column 3
0
Column 4
availabality
opinion
duration
price
mode of
student
of facility
travel
Column 5
Interpretation :-
Above table shows that 40% give first preference to student opinion 37% give 2 nd
preference to duration and price, 50% give 3rd preference to mode of travel 67% give
4th preference to availability. It is observed that majority respondents considered
student opinion for arranging trip.
Table no.3
3. What is your preferred destination for trip? In maharashtra
Rank Goa Kokan Mahabaleshwar Hyderabad Bangalore
1 6 11 7 3 3
2 12 7 2 8 1

3 1 3 6 15 5
4 3 3 4 0 20
5 8 6 11 4 1
Graphical presentation:-
DESTINATION
25
20 Column 1
Column 2
15
Column 3
10
Column 4
5
Column 5
0
goa kokan mahabale hydrabad benglore
Interpretation :-
Above table shows that 37% respondents give first preference to Kokan, 40%
respondents give 2nd preference to Goa, 50% respondents give 3rd preference to
Hyderabad, 67% respondents give 4th preference to Bangalore, 37% respondents give
5th preference to mahabaleshwar.
Table no.4
4. What is the purpose of arranging the trip?
Enjoyment 6 20
Education 14 47
Both 10 33
Total 30 100

enjoyment
reserch
10%0%
both
90%
Interpretation :-
Above table shows different purpose of respondents while arranging trip 20%
respondents have arranged trip for enjoy purpose, 47% respondents have arranged trip
for education purpose, and 33% respondents arranged trip for both purposes.
It is observed that 47% schools arranged trips for education purpose and 33%
schools arranged tours for education as well as enjoyment purpose.
Table no.5
5. How many trips do you carry in a year?
0-1 14 47
1-3 14 47
3-5 2 6
5-7 0 0
Total 30 100

5_7
3_5
6%0%
0-1
1_3 47%
47%
Interpretation:-
Above table shows that frequency of trip of respondents in 1 year 47% respondents
have arranged trip1 time in above table shows that year 47%respondents have
arranged trips 2 time in a year and 61% respondents have arranged trip 4-5 time in
above table shows that year .
It is observed that shows that majority 1 or 2-3 trips arranged in a year.
Table no.6
6. How do you come to know about chadchankar tours and travels?
Advertisement
a. newspaper 8 27
a. T.V. 4 13
Reference group 18 60
Total 30 100

newspaper
27%
refrance group
60% TV
13%
Interpretation :-
Above table shows that 27% respondents come to know about chadchankar from
newspaper, 13% respondents come to know about chadchankar from TV advertisement,
60% respondents come to know about chadchankar from reference group.
It is observed that shows that most of respondents come to know about chadchankar from
reference group.
Table no.7
7. Which type of service do you avail while booking for chadchankar travels?
Food - -
Travel - -
Accommodation - -
All 30 100
Total 30 100

accomodation
travel
food
0%
all
100%
Interpretation:-
Above table shows availability of services in chadchankar tours travels 100%
respondents used all services i.e. food accommodation, and travel.
Table no.8
8. Which vehicle of chadchankar travels you prefer most?
25 seats 1 3
32seats 2 7
40seats 3 10
49seats 24 80

Total 30 100
25 seats
32seats
3% 7%
40seats
10%
49seats
80%
Interpretation:-
Above table shows that 3% respondents prefer 25 seats vehicle, 7% respondent’s
prefer32 seats vehicle, 10% respondents prefer 40seats, and 80% respondents prefer 49
seats.
It is observed that shows that 49 seats vehicle mostly used by respondents as compare
to vehicle due to high strength of class.
Table no.9
9. Which factor makes you select chadchankar travels?
Rank Past Quality of availability Brand Prices
experience service names
1 10 15 4 1 0
2 19 6 5 8 0
3 0 3 15 0 4
4 0 4 4 9 13
5 1 2 2 12 13
Total 30 30 30 30 30

20
15 rank1
rank2
10 rank3
rank4
5
rank5
0
past quality of availability brand name price
experience service
Interpretation :-
Above table shows that 50% respondents have given 1st preference to quality of service,
67% respondents have given 2nd preference to past experience 50% respondents have
given 3rd preference to availability 46% respondents have given 5th preference to price.
Table no.10
10. What is your opinion about price charges of chadchankar tours and travels?
Reasonable 12 40
High 18 60
Total 30 100

resonable
high
Interpretation :-
Above table shows that according to 40% respondents fair charged by chadchankar is
reasonable, according to 60% respondents fair charged by chadchankar is high.
Table no.11
11. What is your opinion regarding various services of chadchankar travels?
Particular excellent Good average poor Percentage
Communication 60 40 0 0 100

Food quality 40 53 27 0 100
Comfort 20 73 7 0 100
Vehicle quality 63 33 4 0 100
Entertainment 12 60 24 4 100
Arrangement of 12 80 8 0 100
accommodation
Unique needs 24 63 13 0 100
Attitude of staff 33 64 3 0 100

90
80
70 excellent
60 good
50
40 average
30
20 poor
10
0
comfort
communication
entertainment
unique needs
Interpretation:-
Above table shows that 60% respondents have rated communication as excellent,
53% respondents have rated food quality as good, 73% respondents have rated
comfort as good, and 63% respondents rated vehicle quality as excellent. 60%
respondents have rated entertainment as good, 80% respondents have rated
arrangement of accommodation as good. 63% respondents have rated unique needs as
good.
Observation
1. It is observed that most of the respondents are from Marathi medium.

2. It is observed that most of the respondents are given first preference to student
opinion, mode of travel, availability of faculty respectively. Preference in
arranging the trip.
3. It is observed that 37% respondents are given 1 st preference to Kokan for their
destination and to Goa, Mahabaleshwar, Hyderabad, Bangalore respectively 2 ,
3,4,5
4. It is observed that 90% respondents have arranged trip for enjoy and research
purpose.
5. It is observed that 47% respondents arrange one trip in a year and 47%
respondents are arranging 2-3 trips in a year
6. It is observed that most of the respondents come to know about chadchankar
travels from reference group.
7. It is observed that 100% respondents are agreed that food accommodation travels
availed all services of chadchankar.
8. It is observed that 80% respondents prefer 49 seats luxury of chadchankar.
It is observed that 60% respondents have rated communication as excellent, 53%
respondents have rated food quality as good, 73% respondents have rated comfort as
good, and 63% respondents rated vehicle quality as excellent. 60% respondents have
rated entertainment as good, 80% respondents have rated arrangement of
accommodation as good. 63% respondents have rated unique needs as good.
9. It is observed that according to 60% respondent’s charges are very high.
Suggestions

1) Organization succeeded to attract Marathi medium school but organization should

frame new strategy to attract other medium school which are also large number in
Solapur city it is observed that is also helpful for the organization to expand their
customer network.
2) Organization strategy provide best services to Kokan, Goa, Hyderabad destination
is excellent and in future also provide the same services which will help to
organization to sustain in competition because this designation mostly prepared
by customer.
3) To create awareness organization should give advertisement through local
channel newspaper and also posters and hoardings in local major areas college
and college festivals.
4) Organization purchasing decision 49 seats vehicle is based and in future also
organization should do same because 49 seats vehicles mostly prepared by
customer and future should increase number of vehicles more than 49 seats.
5) Organization should charge competitive price and focus and entertainment
services which will help organization to become pioneer in tourism and traveling
sector

Customer Suggestions
1) Improve the quality of services such as accommodation entertainment guide

facility
2) Reduce charges
3) Devote more time in at important destination
4) Focus on promotional activities such concession in charges give pamphlet in
newspaper
Chapter7

APPENDIX
Study on
Customer attitude towards educational tours with special reference to
chadchankar tours and travels in Solapur city
1. Personal information
a. name of school
b. address
c. phone no.
d. type of school
1 Marathi 2. English
3. Kanada
2. Which factor do you consider while selecting destination?

(in order of preference)
1. Student opinion 2. Price
3. Duration 4. Mode of travel
5. Availability of facility
3. What is your preferred destination for trip? In Maharashtra

(in order of preference)
1. Goa 2. Kokan
3. Mahabaleshwar 4. Hyderabad
5. Bangalore
4. What is the purpose of arranging the trip?

1. Enjoy holiday 2. Research
3. Both
5. How many trips do you carry in a year?

1.1 2. 2-3
3. 4-5 4. 6-7
6. How do you come to know about chadchankar tours and travels?

1 Advertisement 2. News paper
3. TV 4. Reference group
7. Which type of service do you avail while booking for chadchankar travels?
1 Food 2. Travel
3. Accommodation 4. All
8. Which vehicle of chadchankar travels you prefer most?

1. 25 seats 2. 32 seats
3. 46 seats 4. 49 seats
9. What factor make you select chadchankar travels?

(in order of reference)
1. Past experience 2. Quality of service
3. Availability 4. Brand name
5. Price
10. What is your opinion about price charges of chadchankar tours and travels?
1. Reasonable 2. High

11. What is your opinion regarding various services of chadchankar travels?

Particulars excellent good average Poor
Communication
Food quality
Comfort
Vehicle quality
Entertainment
Arrangement of accommodation
Arrangement of unique needs
Attitude of staff
12. Any suggestion?
Chapter8

BIBLOGRAPHY
BOOKS:-
I.Kothari – Research methodology. (New age international publisher).
II. Philip kotler - marketing management 14th edition.
SITES REFERED:-
1) WWW.Indiantourism.com
2) WWW.goggle.com


Customer Attitude Towards Educational Tours With Special Reference To Chadchankar Tours and Travels in Solapur City

Uploaded by

Copyright:

Available Formats

You might also like

Customer Attitude Towards Educational Tours With Special Reference To Chadchankar Tours and Travels in Solapur City

Uploaded by

Document Information

Original Title

Copyright

Available Formats

Share this document

Share or Embed Document

Sharing Options

Did you find this document useful?

Is this content inappropriate?

Copyright:

Available Formats

Customer Attitude Towards Educational Tours With Special Reference To Chadchankar Tours and Travels in Solapur City

Uploaded by

Copyright:

Available Formats

SOLAPUR UNIVERSITY,SOLAPUR

ABOUT TOURISUM INDUSTRY:-

Emerging Key Points:

1 Tourism is a temporary movement of people.

MBA, SVERI’S COEP 1

4 It lies the totality of relationship.

TOURISM DEVELOPMENT IN INDIA

Tourism development in India has passed through many phases. At Government

MBA, SVERI’S COEP 2

Domestic tourism is as old as the Indian society. According to available statistics,

MBA, SVERI’S COEP 3

Tourism has emerged as an instrument of employment generation, poverty alleviation and

The organizations involved in the development of tourism in India are the

MBA, SVERI’S COEP 4

MBA, SVERI’S COEP 5

MBA, SVERI’S COEP 6

MBA, SVERI’S COEP 7

MBA, SVERI’S COEP 8

This 'Indian Tourism Industry Forecast (2007-2011)” report provides an objective

MBA, SVERI’S COEP 9

MBA, SVERI’S COEP 10

1) To study customer attitude towards educational tours with special reference to

MBA, SVERI’S COEP 11

1.3 SCOPE & LIMITATION OF PROJECT

MBA, SVERI’S COEP 12

MBA, SVERI’S COEP 13

MBA, SVERI’S COEP 14

1.5RESEARCH METODOLOGY OF PROJECT

Designing a research plan calls for decision on the

MBA, SVERI’S COEP 15

Advantages of survey research

MBA, SVERI’S COEP 16

In this study Questionnaire was the research instrument used in collecting

I) Closed ended questions:-

Ii) Open ended questions:-

MBA, SVERI’S COEP 17

Area Solapur city

Respondents Chadchankar Travels users

MBA, SVERI’S COEP 18

MBA, SVERI’S COEP 19

2.1 INTRODUCTION OF INDUSTRY

MBA, SVERI’S COEP 20

Features of the company

MBA, SVERI’S COEP 21

MBA, SVERI’S COEP 22

3.1A MODEL OF CONSUMER BEHAVIOUR: -

MBA, SVERI’S COEP 23

3.2THE MAJOR FACTORS INFLUENCING BUYING BEHAVIOR

A consumer buying behavior is influenced by cultural, social, personal and

MBA, SVERI’S COEP 24

In addition to cultural factors, a consumer’s behaviour is influenced by such social

MBA, SVERI’S COEP 25

 Age and stage in the life cycle: -

 Occupation and economic circumstances: -

MBA, SVERI’S COEP 26

 Beliefs and attitudes: -

MBA, SVERI’S COEP 27

MBA, SVERI’S COEP 28