A Study on customer satisfaction

in foreign exchange services

provided by Thomas Cook (India)
Ltd.

Studied By
Mohammad Shaban Khan
(Roll No. 16090)
PGDM

SIVA SIVANI INSTITUTE OF MANAGEMENT

KOMPALLY, SECUNDERABAD-14
2007-09

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 CONTENTS
Chapters Page
no:
I INTRODUCTION 5
1.1 Meaning of Foreign Exchange 6
1.2 Scope of the Study 8
1.3 Significance of the Study 8
1.4 Need for the Study 9
1.5 Objective of the Study 9
1.6 Scheme of the Study 10

II ORGANIZATION PROFILE
2.1 Industry Profile 6
2.2 Company Profile (Thomas Cook India Limited) 11
2.3 Departmental Details 11

III RESEARCH METHODOLOGY 15

3.1 Research Design 15
3.2 Study Area
3.3 Sampling
3.4 Method & Tools of Data Collection
3.5 Data Processing & Analysis
3.6 Duration of the study
3.7 Limitations of the study

IV DATA ANALYSIS 17
4.1 Analysis of the Data, Interpretation

V FINDINGS 26

VI RECOMMENDATIONS & CONCLUSION 28

Annexure
Bibliography

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 DECLARATION

I hereby declare that this project report titled “A study on Customer

satisfaction in Foreign exchange services provided by TCIL” is an original

work done in “Thomas Cook (India) Ltd”under the guidance of Mr. Siva Kumar

Thampi (Sr.Mgr. TCIL) and Ms. P.Sharvari Srinivas (Manager-Foreign exchange.TCIL)

submitted by me for the partial fulfillment of the requirements for the award of my Post

Graduate Diploma in Business Administration.

Date:

Place: Secunderabad Signature

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 ACKNOWLEDGEMENT

It gives me immense pleasure to place on records my profound gratitude and

sincere appreciation to each and every person who has helped me in this endeavor.

I am ineffably indebted to Mr. Siva Kumar Thampi, Ms. P.Sharvari Srinivas for
conscientious guidance and encouragement to accomplish this assignment. I would also
like to thank Mr. B.R. Ganesh, Mr. Narendar.k & Other Staff Member of the Company
who helped me.
I also thank my friends for extending their co-operation in completion of this
project

Any omission in this brief acknowledgement does not mean lack of gratitude.

Date:

Place: Secunderabad Signature

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 Chapter 1

Introduction

In this era of globalization ,people/company are migrating and operating

from one country to another. But the value of currency of one country differes
from another. So the people face various problems to transact from owned local
currency in to the international market. So a service marketer wanted to make it
convenient when the transaction is done between different value of currency.
This study has been undertaken to analyze wether the customers who
deals with TCIL for foreign exchange services in this twin cities are satisfied
with the services provided by the TCIL or not. In todays market there are many
foreign exchange service providers,but every customer has some preferance to
choose a particular foreign exchange service provider, and the customer who
has used TCIL service atleat once will only use the TCIL services again when he
is satisfied with the services provided by the TCIL; because if performance falls
short of expecations the customer is dissappointed and if it meets the
expectations the customer is satisfied. A satisfied customer is a repeat buyer
and if the customer is satisfied they also says good things about the product or
services to the others.

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Meaning of Foreign Exchange:-

The foreign exchange market exists wherever one currency is traded for
another

The foreign exchange market is an over the counter market in which

currencies of different countries are bought and sold against each other. Foreign
Exchange is nothing but claims of the residents of a country to foreign currency
payable abroad. It is a method of converting one country's currency into another.
So long as there is a cross border flow of funds, the need for such
conversion/exchange continues to arise;for example if you are living in India and
want to buy electronic goods from Japan , either you or the company that you
buy the electronic goods from has to pay them in Yen. This means that the Indian
importer would have to exchange the equivalent value of Indian Rupee (INR) into
Yen. The same goes for traveling. An Indian tourist in China can't pay in INR to
see the Great wall of China because it's not the locally accepted currency. As
such, the tourist has to exchange the INR for the local currency.

Features of Forex Market:-

• One unique aspect of this international market is that there is no central

marketplace for currency exchange. Rather, trade is conducted
electronically over-the-counter (OTC), which means that all transactions
occur via computer networks between traders around the world, rather
than on one centralized exchange.

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• The market is open 24 hours a day, five and a half days a week.

• Currencies are traded worldwide in the major financial centers of London,

New York, Tokyo, Zurich, Frankfurt, Hong Kong, Singapore, Paris and
Sydney - across almost every time zone. This means that when the
trading day in the U.S. ends, the forex market begins anew in Tokyo and
Hong Kong. As such, the forex market can be extremely active any time
of the day, with price quotes changing constantly.

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Scope of the Study

The scope of the study is restricted to twin cities of Hyderabad and

Secundrabad only.
In this era it is very imperative to know about the customer satisfaction
about a particular product or services in order to improve the quality of product or
services. So that business can sustain in the market. With their money
consumers elect the retailers, and if they are not satisfied by the service of one
company they will surely go and use the same service provided by the other
company where they are satisfied. So ultimately, Consumers determine which
companies will survive in the market, and which will go out of business.

Significance of the Study

Only customers can determine the fate of the company; that means only
customers determine which organizations will survive and which one will fail.
After knowing the customer satifaction level; the company can know with which
services the customers are most satisfied and which services need
improvement
Thomas cook (India) Ltd provides foreign exchange services for the retail
as well as whole sale customers. Since Thomas cook (India) ltd is the only non
bank authorized dealer of foreign exchange and it is a big player in this field so in
order to improve the quality of services this study has been undertaken.

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Need for the Study: - .

A foreign exchange market exist wherever one currency is traded for

another. Thomas Cook(I) Ltd is the only non Bank authorized dealer of foreign
exchange.Thomas Cook’s AD license permits undertaking of current account
transaction both retail foreign exchange and wholesale foreign exchange.
Since TCIL is a big player in foreign exchange services, which have lots
of customers and these Customers play a vital role in the increase of sales and in
getting profits to the company. As competition in foreign exchange market is growing up
day by day, every company needs to concentrate on each and every aspect of its
activities. Customers should be satisfied with the foreign exchange rates,service quality,
place where it is located, etc.So every company needs to know the satisfaction level of
its customers; and try to reach expectations of the customers.

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Objectives of the Study:-

• To know the level of customer satisfaction in foreign exchange services

provided by the Thomas cook India ltd.
• To know the customer prefered transactions with Thomas cook foreign
exchange.
• To know the customer’s opinion towards foreign exchange rates provided
by thomas cook India Ltd.

Scheme of the Study:-

This whole project report has been divided in to six chapters. In first
chapter introduction part has been given. That consists of meaning of
foreign exchange, Scope, significance and need for the study.
In second chapter, Industry profile and company profile has been included
in brief. Third chapter consists of design of the study. In this whole research
design has been included. Forth chapter consists of Data analysis and
interpretations part by the help of graph and pie chart. Before every graph
the question has been given so that the graph result can be understood
easily.
In sixth chapter all findings have been given. In the last chapter
Recommendations and conclusions part has been given.

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 Chapter 2

Industry Profile

Market Participants

Unlike the equity market - where investors often only trade with
institutional investors (such as mutual funds) or other individual investors -
there are additional participants that trade on the forex market for entirely
different reasons than those on the equity market. Therefore, it is important
to identify and understand the functions and motivations of the main
players of the forex market.

Governments and Central Banks

Arguably, some of the most influential participants involved with currency

exchange are the central banks and federal governments. In most countries, the
central bank is an extension of the government and conducts its policy in tandem
with the government. However, some governments feel that a more independent
central bank would be more effective in balancing the goals of curbing inflation
and keeping interest rates low, which tends to increase economic growth.
Regardless of the degree of independence that a central bank possesses,
government representatives typically shave regular consultations with central

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bank representatives to discuss monetary policy. Thus, central banks and
governments are usually on the same page when it comes to monetary policy.

Central banks are often involved in manipulating reserve volumes in order

to meet certain economic goals. For example, ever since pegging its currency
(the Yuan) to the U.S. dollar, China has been buying up millions of dollars worth
of U.S. treasury bills in order to keep the Yuan at its target exchange rate.
Central banks use the foreign exchange market to adjust their reserve volumes.
With extremely deep pockets, they yield significant influence on the currency
markets.

Banks and Other Financial Institutions

In addition to central banks and governments, some of the largest

participants involved with forex transactions are banks. Most individuals who
need foreign currency for small-scale transactions deal with neighborhood banks.
However, individual transactions pale in comparison to the volumes that are
traded in the inter bank market.

The interbank market is the market through which large banks transact
with each other and determine the currency price that individual traders see on
their trading platforms. These banks transact with each other on electronic
brokering systems that are based upon credit. Only banks that have credit
relationships with each other can engage in transactions. The larger the bank,
the more credit relationships it has and the better the pricing it can access for its
customers. The smaller the bank, the less credit relationships it has and the
lower the priority it has on the pricing scale.

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 Banks, in general, act as dealers in the sense that they are willing to
buy/sell a currency at the bid/ask price. One way that banks make money on the
forex market is by exchanging currency at a premium to the price they paid to
obtain it. Since the forex market is a decentralized market, it is common to see
different banks with slightly different exchange rates for the same currency.

Hedgers

Some of the biggest clients of these banks are businesses that deal with
international transactions. Whether a business is selling to an international client
or buying from an international supplier, it will need to deal with the volatility of
fluctuating currencies. If there is one thing that management (and shareholders)
detests, it is uncertainty. Having to deal with foreign-exchange risk is a big
problem for many multinationals. For example, suppose that a German company
orders some equipment from a Japanese manufacturer to be paid in yen one
year from now. Since the exchange rate can fluctuate wildly over an entire year,
the German company has no way of knowing whether it will end up paying more
Euros at the time of delivery.

One choice that a business can make to reduce the uncertainty of foreign-
exchange risk is to go into the spot market and make an immediate transaction
for the foreign currency that they need. Unfortunately, businesses may not have
enough cash on hand to make spot transactions or may not want to hold massive
amounts of foreign currency for long periods of time. Therefore, businesses quite
frequently employ hedging strategies in order to lock in a specific exchange rate
for the future or to remove all sources of exchange-rate risk for that transaction.
For example, if a European company wants to import steel from the U.S., it would
have to pay in U.S. dollars. If the price of the euro falls against the dollar before
payment is made, the European company will realize a financial loss. As such, it

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could enter into a contract that locked in the current exchange rate to eliminate
the risk of dealing in U.S. dollars. These contracts could be either forwards or
futures contracts.

Speculators

Another class of market participants involved with foreign exchange-

related transactions is speculators. Rather than hedging against movement in
exchange rates or exchanging currency to fund international transactions,
speculators attempt to make money by taking advantage of fluctuating exchange-
rate levels.

Some of the largest and most controversial speculators on the forex

market are hedge funds, which are essentially unregulated funds that employ
unconventional investment strategies in order to reap large returns. Think of
them as mutual funds on steroids. Hedge funds are the favorite whipping boys of
many a central banker. Given that they can place such massive bets, they can
have a major effect on a country’s currency and economy. Some critics blamed
hedge funds for the Asian currency crisis of the late 1990s, but others have
pointed out that the real problem was the ineptness of Asian central bankers.

Company Profile
Thomas cook is the first largest travel group in India ,second largest travel
group in Europe & third largest travel group in the world. The presence of

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Thomas cook is world wide. It employs on an average of 33,000 staffs world
wide. Thomas Cook has 97 owned & leased air crafts.

Thomas Cook (India) Ltd. is the largest Travel and Financial Services
Company in the country offering a broad spectrum of travel-related services that
include Foreign Exchange, Corporate Travel, Leisure Travel, and Insurance. The
Company launched its Indian operations in 1881 and is celebrating its 125 years
of world-class service in India.

Thomas Cook (India) Ltd. presently operates in over 55 cities across 200
locations in the country. The company has overseas operations in 12 countries
across the globe.
Departmental Profile:-

Different Services Provided By Thomas Cook

Leisure Travel

The leisure travel division of the Company promotes domestic inbound/

outbound holidays. It operates over 40 Group Inclusive Tours (GIT) to leading
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destinations in all 5 continents and also promotes Free Individual Travel (FIT) to
over 50 countries around the globe.

Thomas Cook India Ltd recently launched a premium holidays brand -

100% Holidays. The new brand would offer international group holidays segment
as well as for the customized individual holidays products. With 100% Holidays
Thomas Cook India will strengthen its position in the outbound leisure travel
business; the new brand will operate as a product brand under the corporate
Thomas Cook India brand

Corporate Travel Management

Thomas Cook (India) effectively "manages" the travel budgets of several

large national and multinational companies. Handling higher volumes results in
effectively being able to negotiate preferential rates with principals, consequently
leading to meaningful savings for the Company's corporate clients. For
personalized service at corporate doorsteps, Thomas Cook sets up 'On-sites',
which are CRS-linked and offers comprehensive end to end travel solutions

SWIFT Network

Money Gram money transfer service for quick money transfers to India
from anywhere in the world. It is also the largest player in the bulk foreign
exchange business handling bulk currency volumes for the countries leading
banks and moneychangers.
Travel Insurance

It is the only Travel Company in India, to have registered license to sell

insurance and to offer its own co - branded travel insurance products Viz. Travel

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Care, Scholar Care, Family Care and Corporate Care which are exclusively
designed for different customer segments like, Leisure Traveler, Students,
Family, Corporate & Frequent Flyers All these products are underwritten by TATA
AIG General Insurance Co Ltd.

Foreign Exchange

Thomas Cook (India) Ltd is a leading foreign exchange provider and offers
a wide range of innovative products and services. These include Global Money
Card, a pin protected pre-paid card which enables travelers to withdraw local
currency from more than 1 million VISA ATMS and use the card for goods and
services at over 22 million VISA Merchant Establishments; Wire transfers of
funds worldwide.

TCIL has Foreign Exchange Counters at the international airports of

Mumbai, New Delhi, Kolkata, Chennai, Cochin and Trivandrum, open 24 hours
and 365 days a year to cater to the needs of the international and domestic
traveler. TCIL also has a round-the clock Foreign Exchange counter at the New
Delhi Railway Station.

Vision

To become the No.1 company in all core businesses, through Customer

Focus and Team Work.

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Mission

Exceptional Service from exceptional people

Service Strategy

To deliver exceptional service to all internal and external customers

By Being By Providing By Ensuring

• Proactive Professional Service Personal Care
• Speedy
• Flexible
• Transparent
• Reliable
• Creative

Chapter 3
Research Methodology
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Research Design:
A descriptive-analytic research design is adopted in this study.

Study Area:
This study is carried out in twin cities Hyderabad & Secunderabad with a
special reference to Thomas Cook (India) Ltd., Foreign exchange branch at
Saifabad, Hyderabad.

Sampling Techniques:

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 • Sampling Type: Convenient random sampling is used to select the
sample.
• Sample Size: from the customers of Twin Cities (Hyderabad &
Secunderabad).

Source of Data Collection:

All the data used is collected from both primary and secondary sources.
There are two main sources fo data:

 Primary data
 Secondary data

• Primary data: Questionnaire was filled by face-to-face interview with the

customers to know their response.

• Secondary data : Industry profile has been collected from

websites,company profile has been collected from company website and
brochure.

Data Processing and Analysis:

Data are process with the help of Ms excel using pie charts, and after
every pie chart the interpretataion has been written.

Duration of the Study:

This study was done between 8th April 2008 to 8th June 2008.

Limitations of the Study:

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  The respondents may not disclose the right information.

 The respondents may give the pleasing answers to me even though it is

Not correct from their prespective.

 Some respondents may give me the biased answers to the questions.

 This study is been limited to the twin cities of Hyderabad and secundra-
Bad only.

Chapter 4
ANALYSIS OF THE DATA & Interpretation
1. The following table shows the frequency of customers
visiting
Thomas cook gender-wise.

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 Table 1

Gender Frequency
Male 72
Female 28
Total 100

Source: - Data collected from the questionnaire.

GENDER

28%

Male
Female

72%

INFERENCE:

72% are the male respondents using the Thomas cook

forex service 28% are the female respondents using the
Thomas cook forex service.

2. The following table shows the foreign exchange

transactions.

Transaction Frequency
Buying 69
Selling 31
Total 100

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 Source: - Data collected from the questionnaire.

Foreign exchange transaction

31%

buying
selling

69%

INFERENCE:

69% of the respondents visits the Thomas cook to buy the

foreign exchange and 31% of the respondents visits the
Thomas cook to sell the foreign exchange.

3. The following table shows the foreign exchange service

customer wants.

Foreign exchange service Frequency

Foreign currency 70
Wire transfer 5
Foreign currency demand draft 11
Traveller’s cheque 14
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Total 100
Source: - Data collected from the questionnaire.

Foreign exchange service customer want

14%

11% foreign currency

wire transfer of money
foreign currencydemand draft
5% traveller's cheque
70%

INFERENCE:

70% of the respondents visits the Thomas cook for the

foreign currency, 5% of the respondents visits the
Thomas cook to use wire transfer service, 11% of the
respondents visits the Thomas cook for making foreign
currencydemand draft and 14% of the respondents visits
Thomas cook for traveller’s cheque.

4. The following table shows the customer’s satisfaction

level with the foreign exchange rates.

Foreign exchange rates Frequency

Highly satisfied 12
Satisfied 38
Moderately satisfied 29
Dissatisfied 13

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Highly dissatisfied 8
Total 100
Source: - Data collected from the questionnaire.

Foreign exchange rates

8% 12%
13%
highly satisfied
satisfied
moderately satisfied
dissatisfied
38% highly dissatisfied
29%

INFERENCE:

12% of the respondents are highly satisfied with the

foreign exchange rates provided by the Thomas cook, 38%
of the respondents are satisfied, 29% of the respondents
are moderately satisfied, 13% of the respondents are
dissatisfied and only 8% of the respondents are highly
disatisfied with the foreign exchange rates provided by
Thomas cook.

5. The following table shows the customer’s satisfaction

level with the accessibility of the branch visited.

Accessibility of the branch Frequency

visited
Highly satisfied 19
Satisfied 28
Moderately satisfied 41

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Dissatisfied 3
Highly dissatisfied 9
Total 100
Source: - Data collected from the questionnaire.

Accessibility of the branch visited

9%
3% 19%
highly satisfied
satisfied
moderately satisfied
dissatisfied
41% 28% higly dissatisfied

INFERENCE:

19% of the respondents are highly satisfied with the

accessibility of the branch visited,28% of the respondents
are satisfied, 41% of the respondents are moderately
satisfied, 3% of the respondents are dissatisfied and 9% of
the respondents are highly didsatisfied with the
accessibility of the branch visited.

6. The following table shows the customer’s satisfaction

level with the signages to identify the branch.

Signages Frequency
Highly satisfied 16
Satisfied 22
Moderately satisfied 51

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Dissatisfied 5
Highly dissatisfied 6
Total 100
Source: - Data collected from the questionnaire.

Signages to identify the branch

5% 6% 16%
highly satisfied
satisfied
moderately satisfied
22% dissatisfied
higly dissatisfied
51%

INFERENCE:

16% of the respondents are highly satisfied with the

signages to identify the branch, 22% of the respondents
are satisfied, 51% of the respondents are moderately
satisfied, 5% of the respondents are dissatisfied and 6%
of the respondents are highly dissatisfied with the
signages to identify the branch.

7. The following table shows the customer’s satisfaction

level with the staff greeting and friendly welcome.

Staff greeting Frequency

Highly satisfied 48
Satisfied 32
Moderately satisfied 12

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Dissatisfied 8
Highly dissatisfied 0
Total 100
Source: - Data collected from the questionnaire.

Staff greeting and welcome

8% 0%
12%
highly satisfied
48% satisfied
moderately satisfied
dissatisfied
higly dissatisfied
32%

INFERENCE:

48% of the respondents are highly satisfied with the staff

greeting and welcome,32% of the respondents are
satisfied, 12% of the respondents are moderately
satisfied, 8% of the respondents are dissatisfied, and not
even the single repondent is highly dissatisfied with the
staff greeting and welcome.

8. The following table shows the customers satisfaction

with the staff’s ability of understanding their
requirement.
Staff’s understanding of customer Frequency
requirement
Highly satisfied 13

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Satisfied 25
Moderately satisfied 47
Dissatisfied 8
Highly dissatisfied 7
Total 100

Source: - Data collected from the questionnaire.

Staff's understanding of customer requirement

7% 13%
8%
highly satisfied
satisfied
moderately satisfied
25% dissatisfied
higly dissatisfied
47%

INFERENCE:

13% of the respondents are highly satisfied with the

staff’s ability to understanding their requirement,25% of
the respondents are satisfied, 47% of the respondents are
moderately satisfied, 8% of the respondents are
dissatisfied and 7% of the respondents are highly
dissatisfied with the staff’s ability to understanding their
requirement.

9. The following table shows the customer’s satisfaction

with the staff grooming.

Staff grooming Frequency

Highly satisfied 41
Satisfied 28
Moderately satisfied 11
Dissatisfied 20

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Highly dissatisfied 0
Total 100
Source: - Data collected from the questionnaire

Staff grooming

0%
20%
highly satisfied
41%
satisfied
moderately satisfied
11% dissatisfied
higly dissatisfied

28%

INFERENCE:

41% of the respondents are highly satisfied with the

staff’s grooming ,28% of the respondents are satisfied,
11% of the respondents are moderately satisfied, 20% of
the respondents are dissatisfied and not even the single
respondents is highly dissatisfied with the staff’s
grooming.

10. The following table shows the customer’s satisfaction

with the accuracy in documentation.

Accuracy in documentation Frequency

Highly satisfied 24

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Satisfied 32
Moderately satisfied 23
Dissatisfied 21
Highly dissatisfied 0
Total 100
Source: - Data collected from the questionnaire

Accuracy in documentataion

0%
21% 24%
highly satisfied
satisfied
moderately satisfied
dissatisfied
23% higly dissatisfied
32%

INFERENCE:

24% of the respondents are highly satisfied with the

accuracy in documentation,32% of the respondents are
satisfied, 23% of the respondents are moderately
satisfied, 21% of the respondents are dissatisfied and not
even the single respondents is highly dissatisfied with the
accuracy in documentation.
11. The following table shows the customer’s satisfaction
with the clarification given to their queries.

Clarification for the queries Frequency

Highly satisfied 21
Satisfied 33
Moderately satisfied 35
Dissatisfied 10
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Highly dissatisfied 1
Total 100
Source: - Data collected from the questionnaire

Clarification for queries

10% 1%
21%
highly satisfied
satisfied
moderately satisfied
dissatisfied
35%
higly dissatisfied
33%

INFERENCE:

21% of the respondents are highly satisfied with the

clarifications given to their queries,33% of the
respondents are satisfied,35% of the respondents are
moderately satisfied, 10% of the respondents are
dissatisfied, and only 1% of the respondents is highly
dissatisfied with the clarification given to their queries.

12. The following table shows the customer’s satisfaction

with the time taken by the staff to complete their
requirement.

Time taken to complete the Frequency

requirement

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Highly satisfied 27
Satisfied 37
Moderately satisfied 23
Dissatisfied 13
Highly dissatisfied 0
Total 100
Source: - Data collected from the questionnaire

Time taken

13% 0%
27%
highly satisfied
23% satisfied
moderately satisfied
dissatisfied
higly dissatisfied

37%

INFERENCE:
27% of the respondents are highly satisfied with the time
taken by the staff to complete their requirement, 37% of
the respondents are satisfied, 23% of the respondents are
moderately satisfied, 13% of the respondents are
dissatisfied and not even the single respondent is highly
dissatisfied with the time ta ken by the staff to complete
their requirement.
13. The following table shows the customer’s satisfaction
with the operating hours of Thomas cook.

Operating hours Frequency

Highly satisfied 32
Satisfied 20

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Moderately satisfied 22
Dissatisfied 18
Highly dissatisfied 8
Total 100
Source: - Data collected from the questionnaire

Operating hours

8%

18% 32%
highly satisfied
satisfied
moderately satisfied
dissatisfied
higly dissatisfied
22%
20%

INFERENCE:

32% of the respondents are highly satisfied with the

operating hours of Thomas cook, 20% of the respondents
are satisfied, 22% of the respondents are moderately
satisfied, 18% of the respondents are dissatisfied, and 8%
of the respondents are highly dissatisfied with the
operating hours of Thomas cook.

14. The following table shows the customer’s satisfaction

with the updates given to them regarding various new
service.

Updates regarding new services Frequency

Highly satisfied 10

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Satisfied 18
Moderately satisfied 36
Dissatisfied 33
Highly dissatisfied 3
Total 100

Source: - Data collected from the questionnaire

Updates regarding new services

3% 10%

33% 18% highly satisfied

satisfied
moderately satisfied
dissatisfied
higly dissatisfied

36%

INFERENCE:
10% of the respondents are highly satisfied with the
updates given to them regarding various new services,
18% of the respondents are satisfied, 36% of the
respondents are moderately satisfied, 33% of the
respondents are dissatisfied and 3% of the respondents
are higly dissatisfied with the updates given to them
regarding various new services.

Chapter 5
FINDINGS

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 It was found that most of the customers of thomas cook are male as they
constitute 72% of the respondents.

It was found that out of 100 samples taken for the study 69% of the
customers come to Thomas cook for buying the foreign exchange , and only
31% of the customers come for selling of foreign exchange .

It was found that majority of the customers comes to thomas cook for
purchasing or selling of foreign currency, which comprises of 70% of the
customers of Thomas cook.

It was found out that most of the customers are satisfied with the foreign
exchange rates, and 8% of the customers are highly dissatisfied with the
foreign exchange rates.

It was found out that most of the customers are moderately satisfied with the
accessibility of the branch visited.

It was found that most of the customers are moderately satisfied with the
signages to identify the branch which comprises of 51% and 16% of the
customers are highly satisfied with signages to identify the branch.

It was found that most of the customers are highly satisfied with the thomas
cook’s staff greeting and friendly welcome.

It was found that most of the customer are only moderately satisfied
(47%)with the staff’s ability of understanding their requirement.

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It was found out that most of the customers are highly satisfied with the staff
grooming(41%) and no customer is highly dissatisfied with the staff grooming.

It was found out that most of the customers are satisfied(32%) with the
accuracy in documentation and no customer is highly dissatisfied with the
documentation.

It was found out that most of the customers are moderately satisfied(35%) with
the clarifications given to their queries. and only 1% of the customers highly
dissatisfied.

It was found out that most of the customers are satisfied (37%)with the time by
the staff to complete their requirement.

It was found out that most of the customers are highly satisfied(32%) with the
operating hours of thomas cook.

It was found out that most of the customers are moderately satisfied(36%) with
the updates given to them regarding various new services.

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 Chapter 6
RECOMMENDATIONS & CONCLUSIONS

RECOMMENDATIONS

• 1st Since most of the customers choose a particular Foreign exchange

service provider on the basis of rates. So The Thomas Cook Foreign
exchange rate should be nearer with the Nationalized Bank.

• After good rates the customer choose a particular foreign exchange

service provider on the basis of Locational convenience, So TCIL should
have more number of branches in this twin cities, as if now it has only 2
branches in the twin city.

• There should be more no:of signages so that it becomes easy for the
customer to identify the branch.

• The employee should be more responsive towards understanding the

customer requirement as most of the customers are moderately satisfied.

• The Thomas cook employees should try to update the customer more
regarding various new services as the the findings suggest that most of the
customers are dissatisfied with the updates given to them regarding
various new services.

Page | 38
Conclusions

Although TCIL is dealing with a large segment of the market, but still TCIL
has a huge market opportunities.Thomas cook should have more branches in
twin cities.

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 BIBLIOGRAPHY:

Business Research Method Cooper & Schindler

Services Marketing Rajendra Nargundkar
Services Marketing Zethaml & Bitner

Website:-

www.google.com
www.thomascook.co.in

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