A Summer Training Report

On
INDIAN TOURISM MARKET
(DELHI TOURISM AND TRANSPORTATION
DEVELOPMENT CORPORATION)

Submitted in partial fulfillment of the requirements for the award of the degree of
Bachelor of Business Administration (Tour & Travel Management)
Of
Guru Gobind Singh Indraprastha University, Delhi

Guide: Submitted by:

Ms.Rupa Tyagi Rahul Singh
Roll No.:03912205009
Semester- Vth

Delhi College of Advanced Studies

B-7, Shankar Garden, Vikas Puri,
New Delhi – 110018
Certificate
I, Mr. Rahul singh, Roll No. 03912205009 certify that the Summer Training Report (Paper

Code-311) entitled “Indian tourism market” is done by me and it is an authentic work carried

out by me at Delhi Tourism and Transportation Development Corporation. The matter

embodied in this has not been submitted earlier for the award of any degree or diploma to the

best of my knowledge and belief.

Signature of the Student

Date:

Certified that the Summer Training Report (Paper Code-311) entitled “Indian tourism

market” done by Mr. Rahul Singh, Roll No. 03912205009 is completed under my guidance.

Signature of the Guide:

Date:

Name of the Guide:

Designation:

Countersigned

Prof. (Dr.) J.P. Varshney

Director

Contents
S.No. Topic Page No.

1 Certificates -

2 Acknowledgement -

3 List of Tables -

4 List of Figures -

5 List of Abbreviations

6 Chapter-1: Profile of the Firm

1.1 Name and address of the company

1.2 Nature of the organization

1.3 Vision and Mission of the organization

1.4 Product range of the company

1.5 Size of organization (manpower & turnover)

1.6 Organization structure of the company

1.7 Market share of the company in the industry

1.8 Present leadership of the company

1.9 Sources of data collection

7 Chapter-2: SWOT Analysis of the Company

2.1 Strengths of the company

2.2 Weaknesses of the company

2.3 Opportunities of the company

2.4 Threats of the company

2.5 USP of the company

8 Chapter-3: Analytical framework

3.1 Concept of Monument’s of interest in Delhi

3.2 Data representation and interpretation

3.3 Financial statement of the company

9 Chapter-4: Lessons Learnt -

4.1 Working environment of the company

4.2 Practical knowledge gained

4.3 Difficulties faced in company

4.4 Suggestions and recommendations

4.5 Conclusion

10 References -

11 Annexure
 List of Tables

Table No. Title Page No.

1 Total number of tourist flow

2 Gross profit of DTTDC

3 Markets preferred by maximum tourists
4 Experience of tourists
5 Total number of a tourist in a month
6 Total number of modes of communication used
7 Seasons witness maximum tourist flow

List of Figures

Figure No. Title Page No.

1 Organization chart of DTTDC
2 Share of markets preferred by maximum tourists
Table – 1: Total number of tourist flow
3 Experience of tourists in graphical form
4 Average of total tourists in a month
5 Average number
Table –of1:modes
Total of communication
number of touristused
flow
6 Seasons witness maximum tourist flow

Table – 1: Total number of tourist flow

Table Title Page

No. No.
1 Gross profit of DTTDC (in Rs)
2 Number of Tourists
3 Gender of the respondents
4 Age of the tourist
5 Type of tourist
6 Best monument
7 Best facility
 List of Abbreviations

S.No. Abbreviated name Page No.

1 NCT National Capital Territory
2 CR Office Central Reservation Office
3 GDP Gross Domestic Product
4 DOT Department Of Tourism
5 MCD Municipal Corporation Department
6 DTTDC Delhi Tourism and Transportation Development Co-
operation
7 IMFL Indian Made Foreign Liquor
8 DDA Delhi Development Authority
9 ASI Archeological Survey of India
10 FDI Foreign Direct Investment
 Acknowledgement

It is my pleasure to be indebted to various people, who directly or indirectly contributed in the

development of this work and who influenced my thinking, behavior, and acts during the course

of study.

I express my sincere gratitude to Prof. (Dr.) J.P. Varshney, worthy director for providing me

an opportunity to undergo summer training at “Delhi Tourism and Transportation

Development Corporation”

I am thankful to Mr. Mukul Aggarwal for his support, cooperation, and motivation provided

to me during the training for constant inspiration, presence and blessings.

I also extend my sincere appreciation to Ms. Rupa Tyagi who provided his valuable

suggestions and precious time in accomplishing my project report.

Lastly, I would like to thank the almighty and my parents for their moral support and my friends

with whom I shared my day-to-day experience and received lots of suggestions that improved

my quality of work.

Rahul Singh

03912205009

Chapter – 1
 Profile of the Company

1.1 Name and Address

Name: Delhi Tourism and Transportation Development Corporation Ltd.

Address: 18-A DDA S.C.O Complex,

Defence Colony,

New Delhi - 110024

Ph no. – 24653177 , 24647005

E-mail – delhitourism@vsnl.com

Fax – 24601500 , 24697352

Website – http://delhitourism.nic.in
1.2 Nature and Profile

Delhi Tourism & Transportation Development Corporation Ltd. (DTTDC) was incorporated

as Government Company in December, 1975. All the equity of the company is held by State

Government. The main object of the company was to develop & promote tourism in Delhi. In

the year 1989 DTTDC was assigned the job of retail trading of liquor by the State Govt. with

the responsibility of developing infrastructure facility in the NCT of Delhi (Construction of

flyovers /grade separators/ underpass/bridges. Delhi Tourism and Transportation Development

Corporation shortly known as DTTDC. Its aim is to promote tourism in Delhi and to take India

on a way to success in the field of tourism all over the globe.

Delhi Tourism and Transportation Development Corporation comes under the service industry

of India and provide its services both domestically and internationally. When the mandate for

construction of flyovers was entrusted to the Corporation in 1989, its name was enlarged to

Delhi Tourism and Transportation Development Corporation.

It offers a wide-ranging spectrum of services to tourists and also to the citizens of Delhi.

DTTDC not only provides the tourism services but also deals in other types of services like

transport services , catering services , engineering , liquor services etc . :

Central Reservation Office

The Central Reservation Office of DTTDC located in Connaught place work as a front office

department. It deals in delivering the information , tour operations , reservations and bookings

etc. Its main job is to deliver the essential and true information for the tourist in order to make

him/her completely satisfied. It operates the domestic tours i.e. within India for the local and

as well as international tourists. Everyday the tourists both local ant foreigners visit to CR
Office in Connaught place in a large number to get relevant information and to do the

reservation for the tours.

The address and contacts of the Central Reservation Office of DTTDC are given below :

Delhi Tourism and Transportation Development Corporation

Central Reservation Office,

Coffee Home – 1

Baba Kharak Singh Marg,

(opp. Hanuman Temple)

New Delhi – 110001

TEL : 23363607 , 23365358

Website : http.//delhitourism.gov.in

FAX : 23367322

E-MAIL :tourism@delhitourism.gov.in

Delhi Tourism Information Offices

(www.delhitourism.gov.in)

• Head Office: 18-A. DDA S.C.O. Complex, Defence Colony, New Delhi

Tel: 24647005 , 224698431, Fax: 24697352, 24610500

• Central Reservation Office : Coffee Home-1, Baba KharakSimghMarg,

Connaught Place, New Delhi. Tel: 23365358 , 23363607,Fax: 23367322

• Adventure Tourism Division: DilliHaatPitampura, Near NetajiSubhash Place

Metro Stn. Tel: 27310189

• Travel Bureau: N-36, Bombay Life Building, Middle Circle, Connaught Place,

New Delhi , Tel: 23315322, 23730416, Fax: 23313637

• I Center: Baba Kharag Singh Marg, Connaught Place, New Delhi

• Dilli Haat: INA, Opposite INA Market, Aurobindo Marg, New Delhi

Tel: 26119055, 65390009

1.3 Vision and Mission

Every organization works efficiently and effectively in order to achieve its objectives. Each

organization have some visions and missions similarly, DTTDC has also defined some of its

vision and missions, based on which DTTDC perform its tasks and functions efficiently.

Vision

 Promote Tourism :

Tourism contributes a major share in any countries total GDP of and plays an important role

in the development of the country. Therefore, One of the major objective of DTTDC is to

promote tourism not only in Delhi but also in India and in the World. DTTDC helps to improve

the standards of tourism sector in India.

 Tourist’s Satisfaction :

Customers are the main need of any business. Similarly, tourists are very important for an

organization and therefore there needs and wants has to be satisfied completely.

 Make tourism products better and more affordable :

Improvement , growth and tourist satisfaction are the main aim of DTTDC. It works

continuously in order to make its tourism product better at a low cost , so that they can attract

maximum number of tourists and fulfil their wants and needs at the cost. Therefore DTTDC,

the government undertaking is one of the tourist agencies which provide better tourism

products at the lowest cost .

 Promote a culture of tourism among local residents :

DTTDC not only aims at foreign tourists but also aims at local people. Therefore in order to

spread the culture of tourism, the DTTDC designs tours at both the levels i.e. domestic and

local.

Mission

 Generating foreign currency :

In economics, currency refers to a generally accepted medium of exchange. These are usually

the coins and bank notes of a particular government, which comprise the physical aspects of a

nation's money supply . Foreign currency plays an important role in any country’s earning and

development.

 Ensuring the safe, convenient, enjoyable stay :

DTTDC benefits include cost savings, safety, convenience, and fun. DTTDC are one of the

most rapidly growing organization in the areas of tourism world. For passengers who aren't

certain what they'd enjoy, DTTDC offer a safe and convenient environment for

experimentation.
 1.4 Product range of DTTDC

I. Tours :

DTTDC’s main function is to operate tours for the tourists i.e. local and foreign tourists. CR

office performs the function of tour operation on behalf of the DTTDC. They design the

itineraries, delivers tours related information, designs tour packages, reservations, bookings

etc. Tours are divided into 2 categories by DTTDC and different tours are sub-divided into

these 2 categories. Such as :

a) Local Tours

• City sightseeing tour:

It is a local tour operated by DTTDC on everyday basis except Monday. It is a single day tour

, divided into 2 halves i.e. Morning tours and Afternoon tours. Morning tours starts from 9 A.M

to 1.30 P.M. It covers the famous monuments of New Delhi in the first segment such as Gandhi

Smriti , Birla Mandir , QuatubMinar and Lotus Temple. Afternoon tours starts from 2.15 P.M.

to 5.45 P.M. It cover the monuments of Old Delhi such as Red Fort ,Rajghat and Humayun’s

Tomb. Charges for half day tour are Rs 200 + 2.58% and for whole day tour charges are Rs

300 + 2.58%.

• Delhi by evening:

Under this, DTTDC covers the evening shows organized at different monuments , such as skit

programmed , drama and light shows in Red Fort. Everyday the light show is presented in Red

Fort. It organizes light show in Hindi from 7 P.M. to 8 P.M. and in English from 8 P.M. to

9P.M.
• Hop-on-Hop-off:

The Hop-on-Hop-off is also known as HOHO. The Hop-On/Hop-Off Bus service provides

sightseeing options to tourists who are willing to explore Delhi with a more flexible schedule.

These tours are conducted in specially designed buses which move continuously along a route,

allowing tourists to board or alight at any of the pick up/drop off points. The route of these

buses covers monuments, museums, galleries, gardens, shopping malls, hotels and bazaars. All

in all, the service is designed to provide a complete experience of the city to a tourist.

b) Domestic Tours

• Same day Agra:

DTTDC has a one day tour of Agra in which it covers Sikandra (Akbar’s Tomb) ,TajMahal

and Agra Fort. The Agra same day tour is operated on every Wednesday , Saturday and Sunday.

The departure time is 7 A.M. and return time is 10 P.M. The breakfast and escort services are

provided by DTTDC with an AC coaches. Charges for adults are Rs 1100 + 2.58% service tax

charges for children of the age 4 – 15 are Rs 950 + 2.58% service tax.

• Haridwar - Rishikesh :

DTTDC has a tour package for holly place Haridwar and Risikesh. This tour operates on only

Saturday from 7.15 A.M. in the morning and returns next day in the evening . In this tour the

places that are covered in Haridwar areHarki Pori (Gangas) , Mansa Devi Temple / Chandi

Devi Temple , Arti at Banks of Ganga and destinations in Rishikesh are Ram Jhoola , Swarg

Ashram , Parmarth Ashram and GeetaBhawan. Charges for adults are Rs 1900 + 2.58% service
 tax charges for children of the age 4 – 15 are Rs 1700 + 2.58% service tax. In this tour ,

breakfast , AC coaches , an escort and accommodation is provided on a twin sharing basis.

• Agra – Jaipur – Delhi (Golden Triangle) :

Golden Triangles include Delhi , Agra and Jaipur. DTTDC provide a 3 day tour of a golden

triangle destinations covered under this are fatehpursikri ,jaipur , amer fort , city palace and

jantarmantar. This tour operates on Tuesday and Friday only . Timings are 7 A.M. in the

morning and returns on third day in the evening . Charges for adults are Rs 4600 + 2.58%

service tax charges for children of the age 4 – 15 are Rs 4200 + 2.58% service tax. In this tour

, breakfast , AC coaches , an escort and accommodation is provided on a twin sharing basis.

II. Other Facilities and Services

DTTDC not deals with reservation and booking but its functional area is much more vast.

DTTDC promotes tourism and ensures smooth functioning and growth of tourism sector in

India. Keeping in mind this objective , DTTDC provide some facilities and services to satisfy

its tourists in every way. Some of the major facilities and services offered by DTTDC are =

• Car/Coaches on hire :

This is the service offered by DTTDC at low cost in order to make its customers happy and

satisfied. DTTDC has its own tariff structure for the charges of vehicle depending upon the car

used, time period and for how much kilometres required by the tourists. Drivers with a good

experience and a Transport License only is recruited after conducting proper driving Test. He

is tested whether he is fit physically and mentally for driving.

• Airport transfer service:

An airport bus, or airport shuttle bus or airport shuttle is a bus or coach used to transport people

to/from, or within airports. These vehicles will usually be equipped with larger luggage space,

and incorporate special branding. Any tourist or an individual can visit the CR office in

Connaught place and can book the vehicle under airport transfer services

• Instant hotel reservation :

Delhi is one of the India's busiest entry points. It has a wide range of accommodation available

from deluxe five star luxury hotels, with top-notch restaurants, 24-hour coffee shops,

swimming pools, travel agents and shopping arcades, to middle-range hotels and guest houses

offering good services and a comfortable stay, down to economical tourist lodges. There are a

few Tourist Hostels, Working women's Hostels, Service Apartments, Camping Sites and

Dharmashalas as well.

• Information and Facilitation:

CR officeis a company's departments that come in contact with clients, including the

information, sales, and service departments. CR office deals in providing information to the

tourists about Delhi, monuments , metro routes , markets etc and it also deals in reservation

and bookings of tours for the tourists.

• Foreign exchange:

Tourism is the second largest net foreign exchange earner for the country by the way of

invisible exports. Tourism creates more jobs than any other sector for every rupee invested.

Keeping this in view, it has been granted the status of an industry. DTTDC is an organization

that offers different types of cultural attractions and memorable tours for all kinds of tourists

throughout the year. This helps DTTDC to regulate foreign money in an economy.
• Coffee Home :

The Corporation has set up Coffee Homes at Connaught Place, Laxmi Nagar, R.K. Puram and

Ajmal Khan Park to provide clean hygienic, wholesome food to delhities / visitors at reasonable

rates. These coffee homes become popular. To extent these facilities in other parts of the city

DTTDC proposes to set four new coffee homes with composite facilities in various parts of the

city. These coffee homes would be run with private participation. Normally such activities

are taken under Share Capital. This new proposal will be submitted separately with full

justification along with past performance.

1.5 Size of the organization

Manpower training for the Tourism Industry

The Delhi Institute of Tourism and Travel Management of Delhi Tourism was set up by the

Ministry of Tourism, Government of India on 1 Jan 1993 under the agencies of DTTDC.

The Institute provides Diploma in Tourism; short term Management Development Program,

Executive Development Program and tourism Orientation talks at school and college level and

tourism promotion competitions among younger generation.

Number of tourists coming to Delhi

Delhi, the National Capital Territory and the most important point of entry for foreign tourists

on an average receives 62% of foreign travelers and Non Residential Indians (NRIs) visiting

India. There are more than 15 million Indian tourists visiting Delhi per year. Delhi serves as

an entry point to cover important travel gateways. This is also an important destination for

Conventions, Conferences, trade fairs and incentive travel. We can see the number of tourists

coming to Delhi in last two-three years:

Table – 1: Total number of tourist flow

1.6 Organizational Chart And Work Allocation In Delhi Tourism

DTTDC works in an hierarchical manner just like any other organization. It has its own

departments , sub-departments and posts and status divided among the employees based on

their qualifications and abilities. According to the official hierarchy of DTTDC , the Board of

Directors with the chairman of an organization comes first at the top level after that at the next

level comes managing director (MD) and chief executive officers (CEO) and after this, at the

next level hierarchy goes with chief engineer , general manager (GM) and financial controller.

DTTDC works on this hierarchical order and it provides the organization smooth and healthy

functioning as every person has a clear understanding about their post , job , work and authority.

This shows the functional structure of an organization . By following this properly designed

and modified structure of function , an organization easily achieves its organizational goals and

the growth of its employees. The functional hierarchy of DTTDC is given below :

Contacts of Officials o

Figure – 1: Organisational hierarchy of DTTDC

 Table – 2: Status and contacts of high level employees

1.7 Market share of the company

Market share is a key indicator of market competitiveness—that is, how well a firm is doing

against its competitors. This metric, supplemented by changes in sales revenue, helps managers

evaluate both primary and selective demand in their market. That is, it enables them to judge

not only total market growth or decline but also trends in customers’ selections among

competitors. Generally, sales growth resulting from primary demand (total market growth) is

less costly and more profitable than that achieved by capturing share from competitors.

Conversely, losses in market share can signal serious long-term problems that require strategic

adjustments. Firms with market shares below a certain level may not be viable. Similarly,

within a firm’s product line, market share trends for individual products are considered early

indicators of future opportunities or problems. Delhi Tourism and Transportation Development

Corporation (DTTDC) is an undertaking of the Government of Delhi, India, that was

established in December 1975 for the purpose of promoting tourism and related services in the

city of Delhi. It has an authorized share capital of Rs. 10.00 crores and a paid up capital of Rs.

6.28 crores. This particular activity, however, provides the corporation with revenue that can

be utilized in tourism or other related development activities for the National Capital Region

of Delhi.

1.8 Present leadership of the company

Table 2: Gross profit of DTTDC (in RS)

1.8 Present leadership of the company:-

At DTTDC I got the opportunity to interact with many educated and experienced employees

and leaders. The leader of our department under whom I have pursued my summer training is

Mr. Mukul Aggarwal, he is a very good and intelligent leader.

Managing Director:

Overall power day to day management of the corporation

General Manager:

2nd in command in the administrative matter

Financial Advisor:

Chief of Finance Division of the corporation

Chief Engineer:

Head of the Engineering Division on construction projects

Chief Managers:

i) Chief Manager (Personnel)

ii) Chief Manager (Liquor)

iii) Chief Manager (Catering & Other projects)

iv) Chief Manager (Tourism)

v) Chief Manager (Dilli Haat)

vi) Chief Manager (Garden of Five Senses)

1.9 Sources of data collection

Type of data Collection

There are two types of data used. They are primary and secondary data. Primary data is defined

as data that is collected from original sources for a specific purpose. Secondary data is data

collected from indirect sources.

Primary Sources

Collection of Primary Data during the course of the study or research can be through

observations or through direct communication with respondents on one form or another or

through personal interviews. These include the survey or questionnaire method, the

questionnaire was conducted on 127 respondents.

Secondary Sources

Secondary data means data that is already available i.e., they refer to data, which has already

been collected and analyzed by someone else. When a secondary data is used, the researcher

has to look into various sources from where he can obtain data. This includes information from

various books, periodicals, magazines books, the internet, company brochures, product

brochures, the company website, competitor’s websites etc., newspaper articles etc.

Chapter – 2
 SWOT Analysis of the DTTDC

SWOT analysis is a strategic planning method used to evaluate Strength , Weakness ,

Opportunities and Threats involved in a project or in a business venture . It involves specifying

the objective of the business venture or project and identifying the internal and external factors

that are favourable and unfavourable to achieve that objective. The technique is credited

to Albert Humphrey, who led a convention at Stanford University in the 1960s and 1970s using

data from Fortune 500 companies.

A SWOT analysis must first start with defining a desired end state or objective. A SWOT

analysis may be incorporated into the strategic planning model. Strategic Planning has been

the subject of much research.

• Strengths: characteristics of the business or team that give it an advantage over others

in the industry.

• Weaknesses: are characteristics that place the firm at a disadvantage relative to others.

• Opportunities: external chances to make greater sales or profits in the environment.

• Threats: external elements in the environment that could cause trouble for the business.

Identification of SWOT is essential because subsequent steps in the process of planning for

achievement of the selected objective may be derived from the SWOT.

First, the decision makers have to determine whether the objective is attainable, given the

SWOT. If the objective is NOT attainable a different objective must be selected and the process

repeated.

The SWOT analysis is often used in academia to highlight and identify strengths, weaknesses,

opportunities and threats. It is particularly helpful in identifying areas for development

The usefulness of SWOT analysis is not limited to profit-seeking organizations. SWOT analysis may

be used in any decision-making situation when a desired end-state (objective) has been defined.

Examples include: non-profit organizations, governmental units, and individuals. SWOT analysis

may also be used in pre-crisis planning and preventive crisis management. SWOT analysis may also

be used in creating a recommendation during a viability study/survey.

SWOT Analysis of DTTDC

Tourism is a vast and uncertain industry . Its strength and weaknesses depends upon the passage

of time. Nowadays , tourism industry has a wide range of opportunities which help the DTTDC

in their successful working provide growth to the country. But with this , DTTDC and tourism

industry also face some threats which works as a speedbreaker for the growth of tourism

industry. SWOT Analysis of DTTDC is explained below :

( S-W-O-T : Strength – Weakness – Opportunities – Threat )

2.1 Strength :

• Strong financial position :

DTTDC has a strong financial position in tourism as it is a government organization. Regular

tour operations and large number of tourist load results in high financial transactions on regular

basis. Due to government undertaking it does not have to face financial crisis.

• Pricing and costing :

Pricing or costing of tourism products designed by DTTDC are very low which attracts large

section of tourists. This helps DTTDC in achieving the edge over the other private travel

agencies in Delhi
 .

• Unique products :

DTTDC aims and work to design new and different tourism product from other travel agencies.

This aspect makes DTTDC more powerful and flexible in their working .some of the famous

tourism products introduced by DTTDC are one day city tour , same day Agra tour , Haridwar

– Rishikesh tour etc

• Individual growth :

Travel agents are moving from being mere ticket issuers to travel consultants taking

complete responsibility for the consumer's needs. An individual gets every opportunity to

achieve self growth and development. DTTDC believes in a growth of an individual and that

of an organization.

• Relationship with key suppliers :

It is yet another important aspect of the strength of DTTDC . It has a wide range of its contacts

of suppliers in an every field which deals with tourism directly or indirectly like

accommodation , transportation , markets , liquor etc. Co-ordination among DTTDC and its

suppliers is the key element of its strength and success.

• Trained professional staff strength:

DTTDC is a government undertaking and the staff employed by DTTDC is highly qualified

and knowledgeable about their work . They have a high sense of professionalism and are skilled

and well trained in performing their tasks.

2.2. Weakness :

• High taxes :

Travel agents are most affected by the taxes that are part of the industry. With a wide growth

of tourism sector and resources using for the tourism in large quantity results in increase in

taxes. This increase in taxes results in adverse effect on the organization and limits its scope of

functioning.

• Premium products :

Premium products brand image would affect adversely in competition with cheaper operators

or charters. It is one of the weakness as smaller and cheaper travel agencies are getting

established at a fast rate.

• Lack of new blood:

DTTDC has this limitation of lack of new blood. Employees of DTTDC are well educated and

experienced people but they all have crossed the age of 40 years . Therefore , DTTDC lacks

the fresh and enthusiastic strength that any organization looks for.

• Lack of modern techniques :

It is one of the weaknesses of DTTDC of still opting traditional techniques of working and lack

of modern techniques of doing business like no online bookings , manuals records of data etc.

this results in complexity and over burden of the work on employees.

 • Lack of marketing :

It is one of the major weaknesses of DTTDC that it do not spend much of its earning on its

marketing function. It restricts the limit of the tourist flow for an organization. Marketing is an

important function which should be adopted by every organization as it can help to achieve

organization growth.

2.3 Opportunities :

• Dynamic tourism environment :

As the number of tourist is increasing, there is a need to identify their requirements and the

travel agencies can tap this segment. The preferences and requirements of tourist changes with

the passage of time. Therefore , it is an opportunity for DTTDC to identify and fulfill those

requirements in the competitive environment .

• Wide scope:

India has vast heritage , large numbers monuments , culture and other hidden elements of

touristic interests . all this things are not shown to the world as a tourism product . Therefore

DTTDC has to practice its Franchisee network to penetrate smaller cities with untapped

propensity to travel.

• Internet :
Nowadays the business on the he internet has increased a lot and DTTDC is still using

traditional techniques of working in some of its area. Therefore it is an opportunity for DTTDC

to achieve wider reach through net enabled sales. This would help the organization in order to

earn more profits and to reduce complexity in work.

2.4 Threats

• Sensitivity of tourist flow:

Tourism is flexible and dynamic industry and it has its adverse effects on an organization.

Tourist flow is highly sensitive to adverse political , natural , economic events. Thus, it could

be a major threat for DTTDC to predict and control the tourist flow correctly and efficiently at

a low cost.

• Increase in tax incidence on industry :

Travel agents are most affected by the taxes that are part of the industry. With a wide growth

of tourism sector and resources using for the tourism in large quantity results in increase in

taxes. This increase in taxes results in adverse effect on the organization and limits its scope of

functioning.

• Uncertainty :

The future is quite uncertainso that the tourism industry . Therefore it can be counted as a threat

for DTTDC because uncertainty results in changes in Existing Regulatory framework and

changes regarding registrations , disclosures and state funds affect DTTDC as well as their

suppliers.
• With the advent of internet the role of travel agents is changing and the whole ndustry

faces a threat of extinction unless they change to meet the need of tourists.

2.5 USPs of DTTDC

• Delivering quality services to its Loyal customers:

DTTDC understands the concept of customer satisfaction .customer is the reason for the

business therefore it it the duty of an organization to satisfy the customers by fulfilling their

needs and wants effectively and efficiently. This can be done by delivering good quality

services to its tourists.

• Attractive packages :

Tourists takes interest in a tour package if it is attractive and suitable for him / her .therefore

keeping in mind the behavior of its customers the travel agency i.e. DTTDC not only provide

the picture of the country to the interested parties but also lure them to visit a country by the

attractive packages.

• Highly educated and trained staff :

DTTDC is a government undertaking and the staff employed by DTTDC is highly qualified

and knowledgeable about their work . They have a high sense of professionalism and are skilled

and well trained in performing their tasks. Every employee is an MBA or a post graduate in

their fields of expertise. Educational qualification and professional training is a key to obtain

individual and organizational goals effectively and efficiently.

• Good level of understanding and co-ordination among the employees :

All the staff members are knowledgeable and professional which results in better understanding

and co-ordination among the employees . This ensures smooth and efficient functioning in an

organization.

• Designing new and unique tour packages:

DTTDC aims and work to design new and different tourism product from other travel agencies.

This aspect makes DTTDC more powerful and flexible in their working .some of the famous

tourism products introduced by DTTDC are one day city tour , same day Agra tour , Haridwar

– Rishikesh tour etc

2.6 Achievements

Some of the main project established by DTTDC

• Water Sports Tourism Complex at Bhalswa

Delhi Tourism is in possession of Bhalswa Lake Over the past decade; Delhi Tourism has

developed facilities for outdoor leisure by undertaking water sports and allied activities in the

lake. Such recreational activities have added to the civic life of capital. Recreational-boating
through pedal boats, hovercraft, water scooter, shikara and sports boats like kayaking, canoeing

and rowing has already been introduced by the Corporation. In the recent past DTTDC has

constructed an earthen bandh around the lake and fixed sluice gate between the lake and

supplementary drain to maintain the water level in the lake. Indian Kayaking &Canoeing

Association has given proposal to organize national and international level competition at this

lake.

At present the facilities for tourists/ visitors are very limited. DTTDC proposed to add some

facilities like open shed, change room, water cooler for drinking water for visitors/ tourists.

Besides, the Government of NCT of Delhi has a plan to develop this area as an integrated

tourist complex by creating infrastructure facilities like water sports, golf course, amusement

rides and various other adventure activities. It is an ambitious project and could be developed

as a centre-point for sports lovers from all over the world.

• Establishment of Wayside Amenities

At present, the arrival of foreign tourists in Delhi is approximately 13 lacs annually with the

growth rate of 5% p.a. With the introduction of modern techniques of dissemination of tourists

information, identification of new destinations, better marketing and services, it is

contemplated that growth rate shall be progressively stepped up and by the year 2008, number

of tourists visiting Delhi shall be approx. 25 lacs. In addition, domestic tourists shall be double

within the next five years.

In the present scenario, no wayside amenities are available at the national highways around the

city. The nearest wayside amenities provided by the adjoining states are at a distance of 40 km

or more from the entry point of Delhi. The Corporation is in possession of land measuring 2.08

acres at Delhi-Jaipur Road, National Highway No. 8. The Corporation has a plan to provide

these amenities to the tourists and commuters through developing this site into a unique project.
The concept/design of the project has been finalized. The construction work of the project will

start soon. However, the boundary wall, earth work and boring of two tube wells, have been

done.

• Development of DilliHaat type projects in different parts of Delhi.

The Corporation has set up a DilliHaat at INA, Sri AurobindindoMarg, which is an upgraded

version of traditional part offering a delightful amalgam of craft, food and cultural activities

with a major difference–while the Village haat is a mobile, flexible arrangements, here it is the

craftsmen who are mobile and ever changing there by offering panoramic view of the richness

and diversity of Indian handicrafts and artifacts. The project has already won heritage and

cultural awards i.e. PATA gold award.

In view of its wide success and in pursuance of govt. policy of promoting and preserving

our immense heritage of human skills, the Corporation has decided to set up more Haats in the

Capital. The Corporation is in the process of identifying the sites for the purpose. The DDA

has been approached by DTTDC for identification of suitable sites to set up these projects. One

site measuring 7.2 acres at Pitampura near TV Tower has been allotted to DTTDC for this

purpose. Another site measuring 3.5 acres at Geeta Colony has also been offered to DTTDC

by DDA.

• Restoration of De-notified Monuments.

Delhi, being a city of monuments consisting historical importance, rich heritage and religious

tradition and culture, attracts a large flow of tourists towards it. There is a series of denotified

monuments that have remained neglected, unknown and unvisited due to absence of proper

maintenance, hygienic conditions, publicity and better accessibility. Since 1996, Delhi Tourism

has undertaken the restoration of such denotified monuments through INTACH. A study has
been conducted by INTACH in the area and identified over 80 monuments. The Corporation

has restored 34 denotified monuments in Mehrauli area and the work at 4 more monuments is

in full swing. Delhi Tourism proposes to restore 04 more monuments, identified by INTACH

in the Area during the current year.

• Refurbishment of monuments

Delhi being a city of monuments has rich cultural heritage and its glorious past. There is an

emergent need to make aware the tourists visiting capital territory about these buildings /

monuments through wide publicity, more accessibility and providing infrastructure facilities

like drinking water, public conveniences, food kiosks, telephone facilities, souvenir shop, path

ways, land scapping, hark system etc.

Signage at monuments and other historical places for identification and awareness of tourists.

There is lack of information and awareness amongst the tourists and residents of Delhi for the

cities with historic past.

There are a large number of monuments in the Mehrauli heritage area and other parts of the

city that has tremendous historical significance but unveiled. In order to provide more detailed

information on the rich architecture of the buildings, their historic importance and other

aspects, DTTDC proposes installation of signage aesthetically designed at these monuments.

Department of tourism, Government of India has sanctioned a scheme for installation of

signage at monuments/ historical buildings in Delhi.

The total cost of the project is Rs. 32.56 lacs with 50% central share and 50% state share.

GNCTD and DOT, GOI have released Rs. 8.57 lakhs each under this scheme which is 50% of

the scheme. To finalise the scheme the balance amount is required.

• Accessibility to destination through trail etc.

Integrated conservation and landscape development of Mehrauli is a project that attempts to

consolidate the scattered ruins of the settlement into a comprehensive scheme to preserve the

monuments and potential archeological sites and provide the city populace with a meaningful,

multifaceted recreation space following the image of an ideal ‘City Forest’. The management

of the natural and historic environment being the prime objectives, the proposal aims at

developing a series of pathways for access and maintenance, suitably treated to uphold historic

authenticity and serving to heighten the perception of the complex natural setting for an

enhanced interpretation of the site.

With the stretch around the Jamali Kamali being the present focus and scope of the project, the

process once initiated would go for a long way to reintegrate the historic area through positive

intervention with the socio-cultural and economic processes of the city so as to make it an

active part of the system, imparting it a new relevance within the contemporary scenario. The

estimates have been prepared by INTACH and vetted by Engineering Division of DTTDC.

• Illumination of Monuments

Many tourists are visiting Delhi from India and abroad. There is much to see during daytime

but hardly any thing for the evenings. To enhance the beauty of Delhi during evenings DTTDC

proposes to illuminate the ancient monuments, which are visible from the roads while driving.

DTTDC intends to illuminate Rahim Khan-e-Khanan Tomb and ShershahSuri Gate at Mathura

Road. ASI has informed by their letter that they would be very happy if the lightning of

illumination of Khan-I-Khanan Tomb is taken up by Delhi Tourism & Transportation

Development Corporation.
• Development of Lakes

In spite of having more than 30 big ancient lakes, Delhi does not offer sufficient outdoor leisure

facilities for tourists and its residents, as most of the lakes have been disappeared due to change

in use of land and non-retention of water. Delhi, acrossing range of Aravali hills, particularly

in Mehrauli area of South Delhi had underground water level at 50 feet. Now, the water level

has drastically gone down to 200 feet deep, which is not only disastrous from agricultural point

of view but also for tourism potential. Water bodies with recreational facilities provide ample

attraction to the tourists. These facilities have added to the civic life of capital. For the purpose,

infrastructure for various types of amusement could also be developed on the embankment of

the lakes. There is an emergent need for development, preservation and maintenance of

existing water bodies available with Delhi Tourism (Bhalswa Lake, Old Fort Lake, India Gate

Water Channel, Hari Nagar Lake, Naini Lake and Prasad Nagar Lake) to beautify the city and

to keep it at par with the other major cities of the world and to cater to the widening demands.

Chapter – 3

Analytical Framework

In my project I have covered Delhi’s tourist markets. MARKET , here carries dual meanings

i.e. the word ‘markets’ indicates two thingswhich are – one is tourism industry’s status and

earnings from its tourists all over the globe and second is the famous markets of Delhi like

DilliHaat , Khan market , Chandnichowk , Paharganjetc where tourists visit and spend their

money for food , transport , shopping ,adventure etc.

3.1 Conceptual Framework

Tourism - Tourism is travel for recreational , leisure or business purposes. The World Tourism

Organization defines tourists as people who "travel to and stay in places outside their usual

environment for more than twenty-four (24) hours and 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."

Tourism has become a popular global leisure activity. In 2010, there were over 940 million

international tourist arrivals, with a growth of 6.6% as compared to 2009. International tourism

receipts grew to US$919 billion (euro 693 billion) in 2010, corresponding to an increase in real

terms of 4.7%. As a result of the late-2000s recession, international travel demand suffered a

strong slowdown beginning in June 2008, with growth in international tourism arrivals

worldwide falling to 2% during the boreal summer months. This negative trend intensified

during 2009, exacerbated in some countries due to the outbreak of the H1N1 influenza virus,

resulting in a worldwide decline of 4% in 2009 to 880 million international tourists arrivals,

and an estimated 6% decline in international tourism receipts.[4]

Tourism is vital for many countries, such as France, Egypt, Greece, Lebanon, Israel, United

States, Spain, Italy , and Thailand, and many island nations, such as The Bahamas, Fiji,

Maldives, Philippines and the Seychelles, due to the large intake of money for businesses with

their goods and services and the opportunity for employment in the service industries

associated with tourism. These service industries include transportation services, such as

airlines, cruise ships and taxicabs, hospitality services, such as accommodations, including

hotels and resorts, and entertainment venues, such as amusement parks, casinos, shopping

malls, music venues and theatres.

Recent developments

There has been an upcoming market trend in the tourism over the last few decades, especially

in Europe, where international travel for short breaks is common. Tourists have high levels of

disposable income, considerable leisure time, are well educated, and have sophisticated tastes.

There is now a demand for a better quality products, which has resulted in a fragmenting of the

mass market for beach vacations; people want more specialised versions, quieter resorts,

family-oriented holidays or niche market-targeted destination hotels.

The developments in technology and transport infrastructure, such as jumbo jets, low-cost

airlines and more accessible airports have made many types of tourism more affordable. As of

April 28, 2009 ‘The Guardian’ article notes that, "the WHO estimates that up to 500,000 people

are on planes at any time." There have also been changes in lifestyle, such as retiree-age people

who sustain year round tourism. This is facilitated by internet sales of tourism products. Some

sites have now started to offer dynamic packaging, in which an inclusive price is quoted for a

tailor-made package requested by the customer upon impulse.

There have been a few setbacks in tourism, such as the September 11 attacks and terrorist

threats to tourist destinations, such as in Bali and several European cities. Also, on December

26, 2004, a tsunami, caused by the 2004 Indian Ocean earthquake, hit the Asian countries on

the Indian Ocean, including the Maldives. Thousands of lives were lost and many tourists died.

This, together with the vast clean-up operation in place, has stopped or severely hampered

tourism to the area.

The terms tourism and travel are sometimes used interchangeably. In this context, travel has a

similar definition to tourism, but implies a more purposeful journey. The terms tourism and

tourist are sometimes used pejoratively, to imply a shallow interest in the cultures or locations

visited by tourists.
Tourism in India

Every year, more than 3 million tourists visit the TajMahal in Agra, Uttar Pradesh.

The sixth century Paintings at the Ajanta Caves in Aurangabad, Maharashtra, state holds the

credit of Top state in attracting the maximum number of foreign tourists in India.

Tourism in India is the largest service industry, with a contribution of 6.23% to the national

GDP and 8.78% of the total employment in India. India witnessesmore than 17.9 million annual

foreign tourist arrivals and 740 million domestic tourism visits. The tourism industry in India

generated about US$100 billion in 2008 and that is expected to increase to US$275.5 billion

by 2018 at a 9.4% annual growth rate. In the year 2010, 17.9 million foreign tourists visited

India. Majority of foreign tourists come from USA and UK. Maharashtra, Tamil Nadu, Delhi,

Uttar Pradesh and Rajasthan are the top 5 states to receive inbound tourists. Domestic tourism

in the same year was massive at 740 million. Andhra Pradesh, Uttar Pradesh, Tamil Nadu and

Maharashtra received the big share of these visitors. Ministry of Tourism is the nodal agency

to formulate national policies and programmes for the development and promotion of tourism.

In the process, the Ministry consults and collaborates with other stakeholders in the sector

including various Central Ministries/agencies, the State Governments/ union Territories and

the representatives of the private sector. Concerted efforts are being made to promote new

forms of tourism such as rural, cruise, medical and eco-tourism. The Ministry of Tourism is

the nodal agency for the development and promotion of tourism in India and maintains the

Incredible India campaign.

According to World Travel and Tourism Council, India will be a tourism hotspot from 2009–

2018, having the highest 10-year growth potential. The Travel & Tourism Competitiveness

Report 2007 ranked tourism in India 6th in terms of price competitiveness and 39th in terms of

safety and security. Despite short- and medium-term setbacks, such as shortage of hotel rooms,
tourism revenues are expected to surge by 42% from 2007 to 2017. India's 5,000 years of

history, its length, breadth and the variety of geographic features make its tourism basket large

and varied. It presents heritage and cultural tourism along with medical, business and sports

tourism. India has a growing medical tourism sector. The 2010 Commonwealth Games in Delhi

are expected to significantly boost tourism in India.

Popular markets in Delhi

Tourist visiting any new place is incomplete without shopping from its local market of that

destination. Market is place consisting of sellers and buyers, both involved in satisfying their

personal interests. Where seller is interested to get the full price of product sold by him and on

the contrary buyer is involved in buying the satisfactory product at the reasonable price.Delhi

the biggest Indian city has various products to offer its citizens. Apart from being the capital

of India, Delhi is a fascinating city with pleasant contradictions. Comprising of Old Delhi and

New Delhi, the city is home to famous tourist destinations like the Laxmi Narayan Temple,

India Gate, Jama Masjid, Red Fort, RashtrapatiBhavan, Humayun's Tomb, etc. The markets in

Delhi including the vivacious shopping bazaar. There are many major markets located in Delhi

which are known for their specialty and enrich customer with a new experience.

a) Dillii Haat

DilliHaat having attracting features who presents the picture of traditional Indian village

market to the visitors. DilliHaat has stalls representing each state of India, giving complete

variety of tastes available all over India. The shops are constructed like huts in village with

thatches as their roofs. The market has the mix blend of handicraft products, food and cultural

activities.
Nearly about 200 craftsman have established their shops exhibiting the different crafts from all

over the country, besides this there 25 food stalls which provide the variety of Indian food.

There is also a huge area for children to play. DilliHaat having stalls of crafts showcasing the

diversity of handicrafts in store in the rich cultural traditions of India, like camel hide footwear,

sophisticated gems, brassware, etc. DilliHaat is located in South Delhi area and its just 30

minutes drive from Dwarka Bed and Breakfast Guest House.

• Location: Sri AurobindoMarg, New Delhi.

• Opening Hours: Daily from 10.30 a.m. to 10 p.m., including national holidays.

• Product to buy: Indian handcrafts andartifacts.

b) Connaught Place

Connaught Place also known as CP is known as the economical hub of Delhi. Making its

recognition amongst the heritage walls of Delhi, Connaught place has the branch offices of

famous Indian firms located in its heart. Connaught place renamed as Rajeev Chowk after the

death of Late Prime Minister Shri. Rajeev Gandhi.

Connaught place offers the operation of versatile business activities. The infrastructure

development has also given birth to various disputes related to property rights, encroachment,

traffic congestion, unauthorized construction etc. Connaught having all kind of branded

clothing showroom and famous restaurant, bars and pubs and it is directly linked with Dwarka,

Sargam Bed and Breakfast Guest House by Delhi Metro Train.

c) Janpath and Tibetan Market

This market located in well planned area Connaught place and this market was renovated and

offers some thing for every one. Here the bargaining skills of person can give him the

experience of satisfied shopping, as this market offer the products from all over India. Tibetan

products also available here to buy.Janpath Market also having wide range of Himalayan arts

and crafts, musical instruments, wall hangings and bead shops. This palace is also conveniently

linked with our Sargam Bed and Breakfast Guest House through metro rail service.

Products to Buy: Handicrafts, clothing, shoes, paintings, Indian artifacts, brass item, leather

work, hippy clothing product and handmade cheap jewelry.

d) Khan Market
Khan market regarded as one of the classic market of Delhi. U-shape designed of Khan Market

gives the loyal feeling to the person who go there for shopping. Khan Market having all kind

of variety including modern showrooms of renowned brands like Benetton, Nike, Reebok, etc,

along with delicatessens, bookstores, electronics, kitchenware, and fabric stores. The specialty

of this market is the interesting book stalls or shops. The market is also equipped with lounges

and bars to relax with balconies outside them where a visitor can have look over the market.

The market has also some good classical style tailors who can prepare suit for their customer

in very short time. Khan market is also the place of ayurvedic products, food and skin care

products.

One of the expensive places to shop in New Delhi, Khan Market has an array of stores,

• Location: South New Delhi, very near to India Gate.

• Opening Hours: Daily except Sundays.

• Products to Buy: Branded and tailored clothes, books, music, ayurvedic food and

cosmetics.

e) Paharganj

Paharganj market is the best place for those customers who like bargaining. This market deals

in the wholesale and huge products for exporter. Here a person can get the imported items at a

reasonable price.

• Location: Paharganj Main Bazaar, opposite the New Delhi Railway Station.

• Opening Hours: Daily until around 9 p.m.

• Products to Buy: Clothes, shoes, jewelry, books, music, textiles, handicrafts, hookah

pipes, cosmetics, show pieces, gift products, toys, watch and many more.

f) Chandini Chowk

Chandini Chowk is one of the oldest existing markets in Delhi in which tourist or costumers

enjoy the pleasure of shopping in the crowded streets. In this market, the lanes are divided into

different markets with different specialized products. Chandni Chowk has great variety of

authentic Indian food items, Indian traditional clothing and saris. In the narrow lanes of

Chandni Chowk are many shops selling books, clothing, shoes and leather goods, electronic

and consumer goods and so on. It is the location of the original Haldiram's restaurant who is

specialize in Indian fast food chain. Bhagirath palace market area is well known for all kind of

electric products. Dariba Kalan is an oldest silver market known for silver jewelry.

• Location: Old Delhi.

• Opening Hours: Daily except Sundays.

• Products to Buy: Clothing, fabrics, jewelry and electronic goods.

g) Lajpat Nagar Market

Lajpatnagar market one of the oldest markets of Delhi but also one of the oldest markets of

India who gives the picture of Indian culture. This market is right kind of fleet for middle class

Indian shoppers. The main attraction of this market is Mehndi designer (Mehndiwalas) who

apply Mehandi which is typical traditional art of women make-up on women hands. The
traditional Punjabi style Kurti top and salwarkameez can be purchased at very reasonable price

and various in varieties from this market.

• Location: South New Delhi, near Defence Colony

• Opening Hours: Daily except Mondays.

• Products to Buy: Indian clothing, shoes, bags, accessories (including Indian bangles), and

home furnishings.

h) Greater Kailash

Also known as GK is located in the sub-urban area of Delhi. Divided in the two parts Part I

and Part II, GK is the residential area of biggest middle class and upper middle class families.

Both the zones have local markets for local residents. Greater Kailash Part I was developed by

the DLF in early years. It has a wide range of restaurants and branded products. The M-Block

market has some famous brands such as Giovani, EDC, Puma, Addidas, Miss Sixty, Sisley,

Lee, Reebok, Bizzare, La Coste, etc.

i) South Extension

Located close to the southern area of Delhi, South Extension is situated in the Ring Road just

east of All India Institute of Medical Sciences. Divided in two parts South Extension I and

South Extension II, the market offers you the experience of international shopping with the

posh shops located in the market. The busiest day of market is Sunday where as it is closed on

Monday.
South Ex I has several stores and restaurants, including: a huge, 3-storied Benetton store,

Tommy Hilfiger, Nike, Mehrasons Jewellery Store, Bengali Sweet Market Centre (a restaurant

and sweet shop), Teksons Bookshop, Nalli Saris, Tanishq (exquisite jewelry store), BG's

(designer fashion jewelry), Sehgal Bros. (clothing), as well as several other clothing and music

stores.

j) Karol Bagh

Karol Bagh market has a galaxy of shops specializing in clothes, Indian fast food eating places,

and motorcycle and automobile parts and accessories.

k) Shopping Malls

There are also several fashionable shopping malls in Delhi and NCR area in which you find all

necessary things and entertainment zone under one roof.

3.2 Data presentation and Interpretation

First three questions are for the personal information hence not represented and the it is
conducted on 127 respondents.

Q1. Tourists seeking most of the information for which market ?

Markets Total numbers of tourists Total percentage of tourists

Khan market 28 22.73

Chandni chowk 44 34.64

Connaught place 29 22.83

Any other 26 20.42

Table 3 : Markets preferred by maximum tourists

markets

20.42

22.73
Khan market

Chandni chowk

connaught place
22.83
any other
34.64

Figure 2 : Share of markets preferred by maximum tourists

Interpretation - As shown above ,chandnichowk, one of the oldest tourism market ,

experience the maximum flow of tourist . 34.64 % of total tourists visit to chandnichowk

because of its heritage. After this, 22.83% tourists go to Connaught place for western cloths

and famous stores like Nike ,adidas etc. Khan market experiences the 22.73% of total tourist’s

flow very month. Rest of the 20.42% of the total tourist’s flow in witnessed by the other

markets of Delhi like Paharganj, KamlaNagar ,GhantaGhar , Nehru bazaar etc.

Q2. What is a tourist’s experience from the Indian tourist markets ?

Experience of tourists Total numbers of tourists Total percentage of tourists

Memorable 57 44.88

Satisfactory 43 33.85

Not good 27 22

Table 4 : Experience of tourists

Tourist's experience

22 44.88

Memorable
Satisfactory
Not good

33.85

Figure 3 : Experience of tourists in graphical form

Interpretation: As shown in the figure ,because of 44.88% DTTDC is successfully achieved

its aim of making the travelling process , one of the most memorable experiences of tourists

by providing various services with full of their commitment and good quality . 35.85% of the

tourists said the tours and markets are satisfactory and there is nothing extra-ordinary about

Indian tourist markets. Whereas there is also a share of 22% tourists who did not like the

markets of Delhi at all. They found them crowded , unsafe , dirty etc.

Q3. Average no. of visitors in a month

a) 10-30 b) 30-60 c) Above 60

Average number of visitors Total number of visitors

10-30 27

30-60 53

Above 60 47

Table 5 : Total number of a tourist in a month

Avg no. of tourists

60
50
40
30
Avg no. of tourists
20
10
0
10 to 30 30 to 60 above 60

Figure 4 : Average of total tourists in a month

Interpretation : DTTDC provide excellent services to its tourists therefore, 27 tourists on an

average of 10-30% per month visit to Delhi. 53 tourists on an average of 30-60% per month

experience the services of DTTDC’s tours. 47 tourists every month on an average of 60% and

above perform the travel activity.

Q4. Modes of communication used to provide the information to the visitors:

Modes of communication Total no. of tourists Avg. no. of tourists

Face-to-face interaction 45 35.43

Telephone 52 40.94

Internet 30 23.64

Table 6 : Total number of modes of communication used

Modes of communication

F-2-F
Telephone
Internet

Figure 5 : Average number of modes of communication used

Interpretation: It includes all the means of communications used by tourists in order to get

relevant information. For this DTTDC’s Central Reservation Office plays an important role.

Around 35.43% tourists visit to the CR office personally in order to get complete and relevant

information. DTTDC also provides telephone service and 40.94% of queries of tourists are

resolved on telephone. Except these services DTTDC also adopted the internet facility in order

to make its wide range of customers satisfied. Around 23% tourists fulfill their need of

information through the internet facility of DTTDC.

8. The season in which the maximum no. of visitors visit to Indian tourism markets

Seasons Total numbers of tourists Total percentage of

tourists

Spring season 27 21.25

Summer season 23 18.11

Autumn season 45 35.43

Winter season 32 25.19

Table 7 : Seasons witness maximum tourist flow

Maximum visits in the seasons

spring
summer
autumn
winter

Figure 6 : Seasons witness maximum tourist flow

Interpretation: Tourists all across the world visit to India in large numbers. Around 21.25 %

tourists visit to Delhi in spring season because of its fresh and beautifulness. 18.11 % tourists

come in summer season. The number of tourists in summer season is less because of really hot

and humid climate in Delhi. Maximum number of tourists i.e. 35 % tourists visit Delhi in

autumn season as it is more suited to them. Winter season is also fill with good tourists flow

i.e. 25.19 % of tourists.

9. Difficulties faced in the tourist markets, if any :

a) One of the difficulties faced by tourists is to communicate with local people .this happens

because of difference between the language of two persons. This can be solved by displaying

more of the sign boards in different languages.

b) Often tourist face difficulties when they do shopping .shopkeeper overcharge them. This

can be solved by educating the tourists and shopkeeper and to make their relationship strong.

10. Suggestions for improvement :

a) Many tourists suggest more improvement in the areas like cleanliness and safety in the

markets like Chandni chowk ,paharganj etc.

b) Not only this the tourist market should make such products for the tourists that can satisfy

their needs.

c) More information booths should be established so that tourists can get all the information

easily.
3.3 Financial statement of DTTDC

Balance Sheet

Annual Data All numbers in thousands

Period Ending 31-Dec-2009 31-Dec-2008 31-Dec-2007

Assets

Current Assets

Cash And Cash Equivalents 134,580 108,080 113,185

Short Term Investments 37,000 141,231 77,635

Net Receivables 7,852 7,745 5,686

Inventory 13,383 10,673 7,005

Other Current Assets 26,588 22,144 10,906

Total Current Assets 219,403 289,873 214,417

Long Term Investments 1,983 1,353 711

Property Plant and Equipment 267,298 204,533 205,751

Goodwill - - -

Other Assets 12,582 3,880 3,097

Total Assets 501,266 499,639 423,976

Liabilities

Current Liabilities

Accounts Payable 48,684 44,689 105,690

Short/Current Long Term Debt 16,532 23,338 25,338

Other Current Liabilities 101,397 90,554 -

Total Current Liabilities 166,613 158,581 131,028

Long Term Debt 11,604 22,469 39,387

Other Liabilities - - -

Deferred Long Term Liability Charges 25,314 26,566 19,640

Negative Goodwill - - -

Total Liabilities 203,531 207,616 190,055

Stockholders' Equity

Redeemable Preferred Stock - - -

Common Stock 21 21 21

Retained Earnings 212,932 162,172 85,841

Treasury Stock (95,913) (42,149) (16,713)

Capital Surplus 180,704 171,887 164,206

Other Stockholder Equity (9) 92 566

Total Stockholder Equity 297,735 292,023 233,921

Net Tangible Assets 297,735 292,023 233,921

Cash Flow

Annual Data All numbers in thousands

Period Ending 31-Dec-2009 31-Dec-2008 31-Dec-2007

Net Income 65,702 76,331 35,407

Operating Activities, Cash Flows Provided By or Used In

Depreciation 34,965 29,638 23,489

Adjustments To Net Income 5,268 13,738 8,357

Changes In Accounts Receivables (376) (1,901) 3,509

Changes In Liabilities 15,100 30,703 (2,035)

Changes In Inventories (2,221) (3,788) (626)

Changes In Other Operating Activities (20,482) (13,047) 3,531

Total Cash Flow From Operating Activities 97,956 131,674 71,632

Investing Activities, Cash Flows Provided By or Used In

Capital Expenditures (98,499) (31,663) (54,119)

Investments 103,500 (64,712) (49,972)

Other Cash flows from Investing Activities 1,781 (838) 3,586

6,782 (97,213) (100,505)

Total Cash Flows From Investing Activities

Financing Activities, Cash Flows Provided By or Used In

Dividends Paid (14,942) - -

Sale Purchase of Stock (49,892) (23,614) (15,674)

Net Borrowings (17,671) (18,918) (4,171)

Other Cash Flows from Financing Activities - - 1,602

(81,684) (41,375) (18,243)

Total Cash Flows From Financing Activities

Change In Cash and Cash Equivalents 23,054 (6,914) (47,116)

Income statement

Annual Data All numbers in thousands

Period Ending 31-Dec-2009 31-Dec-2008 31-Dec-2007

Total Revenue 663,641 557,940 504,012

Cost of Revenue 474,870 361,937 389,403

Gross Profit 188,771 196,003 114,609

Operating Expenses

Research Development - - -

Selling General and Administrative 49,150 44,112 35,272

Non Recurring - - -

Others 34,965 29,638 23,489

Total Operating Expenses 84115 73750 58761

Operating Income or Loss 104,656 122,253 55,848

Income from Continuing Operations

Total Other Income/Expenses Net 1,198 2,390 4,815

Earnings Before Interest And Taxes 105,854 124,643 60,663

Interest Expense 2,522 4,079 5,411

Income Before Tax 103,332 120,564 55,252

Income Tax Expense 37,630 44,233 19,845

Net Income From Continuing Ops 65,702 76,331 35,407

Non-recurring Events

Net Income 65,702 76,331 35,407

Ratio Analysis

Financial Ratios 2009 2008 2007

Liquidity Ratios

Working Capital 52,790.00 131,292.00 83,389.00

Quick Ratio 1.08 1.62 1.50

Acid Test Ratio 1.03 1.57 1.46

Cash Ratio 0.81 0.68 0.86

Current Ratio 1.32 1.83 1.64

Profitability Ratios

Gross Profit Margin 28.44 % 35.13 % 22.74 %

Operating Margin 15.77 % 21.91 % 11.08 %

Net Profit Margin 10.20 % 13.68 % 7.02 %

Return on Assets 13.11 % 15.28 % 8.35 %

Return on Working Capital 124.46 % 58.14 % 42.46 %

Return on Equity 22.07 % 26.14 % 15.14 %

Return on Invested Capital 343.97 % 142.62 % 31.42 %

Return on Investment Ratio 19.63 % 142.62 % 12.09 %

Financial Ratios 2009 2008 2007

Leverage Ratios

Debt to Assets (Debt Ratio) 0.41 0.42 0.45

Debt to Equity (Financial Leverage Ratio) 0.68 0.71 0.81

Capitalization Ratio 0.11 0.14 0.20

Interest coverage ratio 27.84 19.71 7.54

Long-term debt to Working Capital 0.70 0.37 0.71

Efficiency Ratios

Cash Turnover Ratio 4.93 5.16 4.45

Sales to Working Capital 12.57 4.25 6.04

Sales to Fixed Assets 2.35 2.66 2.41

Sales to Total Assets 1.32 1.12 1.19

Other Ratios

Current Liabilities to Total Liabilities 0.82 0.76 0.69

Current Liabilities to Current Assets 0.76 0.55 0.61

Long-term Debt to Current Liabilities 0.22 0.31 0.45

Debt to Income Ratio 3.10 2.72 5.37

Comment on the profitability and Solvency

1. Gross profit ratio: The Gross profit earned by the firm is in line with the industry norm as

the gross profit ratio of the firm and the norm are almost same. In the year 2007 company had

gross profit ratio of 22.74 % which was low but the next year it was on heights, it was 35.13%

but in the year 2009 gross profit margin of DTDC again got decreased, and stops at 28.44%

2. Net profit ratio: The net profit ratio was better than the norm given. it is may be due to

higher sale and effective control on different expense that the company got an increase of 6%

approx in the net profit in 2008 but it again got decreased in 2009 by 4%.

3. Return on capital employed: Return of capital employed was continuously increasing year

by yea and it was better than the norm due to better utilization of capital of business.

4. Current ratio: current ratio was low than the norm. The firm’s liquidity position is was not

so strong. The company did not have excessive funds to invest they have limited funds.

5. Quick ratio: quick ratio was not very high in all three years as a result the firm cannot

discharge his current obligations easily.

After analyzing the entire ratio’s it can be seen that the company’s position was not good in

2007 but it got better in 2008 and 2009 it again started decreasing. The company best position

was in 2008 in which it gained more profits as compared to the other year. However the

company has been growing very fast. I hope it will continue to grow in the upcoming years and

grow well.
 Chapter – 4

Lessons Learnt

4.1. Experience with working environment in an DTTDC

Working environment in an organization should be healthy, comfortable and safe. DTTDC

provides an environment where an individual can work without any fear, pressure or tension.

Working in an good organizational environment can help in smooth and effective functioning

of an organization .Working condition in an organization includes Occupational health and

safety which is a area concerned with protecting the safety, health and welfare of people

engaged in work or employment. The goal of all occupational health and safety programs is to

foster a safe work environment. Therefore, DTTDC take great interest in providing healthy and

safe working conditions to its employees and internees .

As a secondary effect, it may also protect co-workers, family members, employers, customers,

suppliers, nearby communities, and other members of the public who are impacted by the

workplace environment. It may involve interactions among many subject areas,

including occupational medicine, occupational (or industrial) hygiene, public health, safety

engineering, chemistry, health physics.

In short DTTDC provides its employee’s safety at work place, health safety, opportunity for

individual growth, chances to meet people from different countries and cultures.
• Systematic evaluations of the working environment :

Working conditions have to be improved continuously so that the employees can work in a

stress free environment and can perform their tasks more effectively and efficiently. Therefore

DTTDC performs the function of Systematic evaluations of the working environment on a

continuous basis.

• Scope to explore oneself :

DTTDC and CR office provides an atmosphere in an organization where an individual explore

him / her and can achieve individual goals effectively and efficiently. Exploring ourselves is

one of the important elements for the growth and development. Therefore DTTDC believes

in growth, both individual and organizational growth.

• Cultural diversity :

Tourism is really a vast industry and it includes major section of people from different cultures.

Employees from different religion and cultures like Hindu , Muslims , Christians , south Indians

are working in DTTDC . They all follow different traditions and rituals but works as a team

in an organization. DTTDC provides a platform for people from different culture to come

together and work as an unit to promote tourism in an Indian economy. In short the DTTDC

is a place where you can meet maximum numbers of people from different parts of the country,

you can interact with them, can experience their company and can also learn about their culture

, their tradition and their way of working.

• Opportunity to meet people :

CR office mainly works as a front office where it delivers information to its tourists. Tourists

both local and foreigners from different parts of the world visit India to perform tourism activity

and to experience the essence of Indian tourism. DTTDC deals with this tourists on a regular

basis and provides the opportunity to meet people form different countries, different religion

and different culture.

• Eliminate reasons for illnesses

Illness among employees is one of the main causes that can prevent or disturb the smooth

functioning of an organization. Communicable dieses can Illness from one employee to

another. Therefore DTTDC endorsing preventative measures which eliminate reasons for

illnesses in the work place.

• Giving information in the subject of employees’ health :

DTTDC provides new and advanced information about the employee’s health to its employees

on continues basis. New heath tips, information about new medicines, information about new

dieses etc are delivered by DTTDC to its employees in order to make them aware and secure.

It also keep informing the officials about the new and dangerous dieses and also provide the

ways to treat those dieses for the safety of the health of an employee. This helps an organization

to achieve its goals effectively and efficiently.

• Voluntary medical examinations :

It is a service provided by DTTDC to its employees to volunteer themselves for their complete

medical check-up. This provides their employees a great sense of relief and benefit which

makes them more dedicated towards the organization. Voluntary medical examination provides

strength, both to the organization and as well as to its employees.

• Good infrastructure :

CR office of DTTDC is well designed and properly ventilated with air conditioned rooms,

clean washrooms, germ free water cooler, good set up of furniture etc. in order make its

employees and customers feel comfortable DTTDC provide these well established

infrastructural services.

• Helpful superiors :

The employees are very educated and highly experienced about the work and tasks they

perform. They are quite friendly and helpful in nature. During our summer training, they taught

us a lot, not only about organization but also about the tourists, their major areas of interests,

places of Delhi to go for.

4.2 Practical Knowledge Gained During The Training

Training in CR office of DTTDC is one of the most memorable and unique experience.

Working with the well educated, trained and professional employees gave me a chance to learn

something new in a well mannered way. DTTDC gave me a platform where I could explore

myself in the healthy, safe and professional environment.

• Interacted with tourists :

DTTDCprovided me an opportunity to interact directly to tourists i.e. local tourists, domestic

tourists and as well as to foreign tourists. Everyday tourists visited in the office in order to

clarify their queries and for booking a tour and because of this I am able to got a chance to

interact with tourists from different country, different culture and different religion. In case of

an Indian tourism we interacted with them in either in Hindi or in English , depending upon

their language preference but in the case of foreign tourists we had to interacted with them in

English only. The tourists were quite friendly and co-operative.

• Delivery of information :

Our main job was to deliver the relevant information to a tourist whatever he / she asked for.

Mostly the Tourists were new to Delhi and didn’t know too much about Delhi. Therefore in

this case, a tourist could ask anything about Delhi like monuments, markets , helpline numbers

, temples , any address etc . so it is a job of front desk department to deliver all the information

about markets , temples , help lines , embassies or anything in order to make the tourist

completely satisfied. In other words our main job was to educate the tourists about Delhi.

• Telephonic conversation :

Telephone service is a service provided by DTTDC and its CR office for the convenience of

its customers. Customers can contact CR office and can ask their question, doubts and queries

on telephone. While working in the front desk department, I also got the opportunity to attend

the phone calls of the customers and the officials from other departments such as Dilli haat,

Ho-Ho bus service, DTTDC etc. Everyday i have attended maximum numbers of phone calls
from the customers and it was our main job to satisfy the customers by providing them true and

complete information.

• Practical experiences on tours :

CR office operates its own tours in Delhi, Rishikesh, Haridwar, Agra, Jaipur etc. DTTDC also

provides an escort services to its tourists at the time of tour. I also got a chance to go in local

sight seeing tour with tourists and escort as an assistant escort. This helped to earn the practical

experience of dealing with tourists in tours and at the monuments. We had to tell them about

the history and other information about each and every monument where we were taking them.

4.3 Difficulties Experienced in DTTDC

Every organization has some strengths and weaknesses. In the same way DTTDC also have

some weaknesses due to which I also faced some of the difficulties while doing the training in

DTTDC. Some of the difficulties I faced in DTTDC are as follows:

• Generation gap :

DTTDC is a government organization and most of its employees are elder i.e. 40+ in age. It

was one of the major difficulty I felt that there was a big difference or gap in the internees and

the employees. The generation gap can hamper the effective communication and working of

an organization. If the generation gap would be less among the employees, then it could help

the employees to work with good co-ordination and understanding.

• Conflicts of ideas :
Employees of DTTDC are very experienced. They take their major decisions depending upon

their past experiences. They give major preferences to their past experiences. Whereas the

internees point off view is far different as we give importance to modern techniques and logics.

Therefore internees and employees have wide range of opposite ideas. Sometimes the conflicts

of ideas among employees can lead to fight or violence which can hamper the smooth

functioning of an organization. Therefore in order to reduce the conflicts among the employees

, the supervisor should establish a sense of understanding and co-ordination among employees

, which is lacking some where in some of the departments of DTTDC.

• Internet and technology

CR office store most of its data manually and performs very less with the help of modern

techniques like internet and other technology. This results in over-burden of work on

employees, complexity in working , time consuming etc

4.4 Suggestions and Recommendations

 Neither the surveyed Information Centre nor the DTTDC could provide the exact figure of

tourists who approached the centre for any period except the number of tourists who

availed the conducted tours by DTTDC .It is suggested that all the centers should maintain

Tourist Visitor Register for all tourists visiting the centre containing detailed information

of tourist such as name, address, purpose of Journey, age, nationality etc.

 A no. of visitors at all the centers felt lack of adequate publicity and display of sign boards

etc. about the location of the centre. Hence there is a need for publicity of all these centre
 with neon sign boards, posters along with address, arrows sign and phone number (if

installed) so that tourist can contact the centre easily.

 DTTDC should not be so much dependent on income from liquor sale. It should try to find

out some other good sources of income.

 The department should try to avoid taking projects, which have location disadvantage like

projects in remote areas because it leads to ignorance on parts of tourist as they avoid going

out of city.

Briefing : The department is sharing some of its objectives with Urban Development

Department and it seems that it is trying to run away from its responsibilities as it is not paying

attention towards development of old tourist spots like monuments. Hence, it should try not to

sell liquor only but do developmental activities too.

4.5 Conclusion

I had an interesting of Tourism Department and it brought me closer to Delhi. The department

has lots of responsibilities for promoting “Delhi as a destination”. Tourism is not merely a

source of revenue, but it also portrays one’s city and Delhi being capital of India means a lot

to all of us. It is always being said that Delhi accepts everyone but no one accepts Delhi. Many

reasons could be given for this: Delhi’s winter is bad, its summer is worse; it is one of the ten

most polluted cities in the world. No denying the fact that it has few deficiencies but it is also

capital of world’s most prominent developing country, so a centre for attraction. With its

slogan “come as a tourist and leave as a friend” DTTDC and the Tourism Department are

trying their best to attract tourists. However, it seems that DTTDC is straying off the path of

promoting tourism in Delhi, getting involved instead in activities like liquor sale and few loss

making projects. The Department’s refrain of, “We are fulfilling social objectives” cannot be

an excuse for every wrong decision made. The Department should not get complacent after

organizing a festival here and there, rather it should concentrate more on firm activities like

developmental activities, taking care of monuments and providing good services to the tourists.

Annexure
Questionnaire for Tourist markets

1. Name and address of an applicant :-------------------------------------------------------------------

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2. Date of Inspection: -------------------------------------

3. Name of the informant with designation: ------------------------------------------------

4. tourists seeking most of the information for which market ?

a) Khan market ( )

b) Chandni chowk ( )

c) Connaught place ( )

d) any other ( )

5. What is a tourist’s experience from the Indian tourist markets ?

a) Memorable ( )

b) Satisfactory ( )

c) Not good ( )

6. Average no. of visitors in a month:

a) 10-30 ( ) b) 30-60 ( ) c) above 60 ( )

7. Modes of communication used to provide the information to the visitors:

i) face-to-face interaction ( )

ii) Telephone helpline ( )

iii) Internet ( )

8. The season in which the maximum no. of visitors visit to Indian tourism markets

a) Spring season ( )

b) Summer season ( )

c) Autumn season ( )

d) Winter season ( )

9. Difficulties faced in the tourist markets, if any: ----------------------------------------------------

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10. Suggestions for improvement: -----------------------------------------------------------------------

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11. Remarks: ------------------------------------------------------------------------------------------------

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Signature of the Investigating Officer

Signature of the supervisor