N e w Fri e n d s To u r & Tr av e ls ,

Pao n ta S a h ib , H P

SERVICE MARKETING PROJECT

1. Value Proposition
• Economical travels.
• Hassle free booking.
• Cab at your door step.

Key Customer Segments

• B2B: Institutions, Corporates.
• B2C: Tourists, Local travelers

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 2. DETAILS OF SERVICE OFFERING

• Taxi Service
• Tent House
• Hotel Booking
• All India Tour Packages with own Bus
• Intercity connectivity in Himachal Pradesh

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3. SERVICE DESIGN
• Systematic Service Design
a. Service Development
b. New Service Defined
• Presence of Customer-Defined Standards
a. Effectiveness of service
b. Customer expectations
c. Process for Setting and tracking
• Appropriate Physical Evidence and Servicescape
a. Physical facilities and equipment
b. Attractive and effective

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4. COSTS INVOLVED
Factors taken in
Consideration:
• Destination to Travel
• Total Kilometres of Journey
• Toll points in path
• State SGST in that state
• No. of Days of Trip
• Risk factor Involved
PRICING
Recommendation:
Types of Pricing used:
• Record and Analyse
the Booking Data. • Standard Packages for Tourist Points
in HP, Uttarakhand, Rajasthan,
• Work on Seasonality Jammu etc.
of Demand and • Customised Packages as per
Increase in prices for customer requirements.
peak demand
• Long-term services (for Institutional
season.
& Corporate Clients)
5. EMPLOYEE MANAGEMENT
• Types of Employee:
• Reception Staff (1)
• Cab Drivers (22)
• Repair Workmen (2)
• Payment basis:
• Fixed per month payment
• Night shift bonus
• Travel charges (as per kms)
Recommendation:
• Using standard way to manage employees.
• Must consider factors like- Customer feedback, Time of Delivery etc. as salary component.

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 Reliability
6. SERVICE QUALITY DIMENSIONS • Delivers the promised service accurately
by being at right time and right place.

Assurance
• Well trained drivers and
employees.
• Well versed in their tasks.
• Deliverable promises by strong
previous track record.
Reliability
Tangibles
• Physical facilities include buses and cabs.
Assurance • Cleaned and reflects good ambient
• Contact Personnel and drivers are friendly,
dressed properly and credible.
Tangibles
Empathy
• Easy accessibility of service to customer.
Empathy • Letting the customer know the services
available any time and making
arrangements accordingly
Responsiveness • Meeting the requirements in terms of
timings, capacity.
Responsiveness
• Willing and ready to help customers with
provision of prompt services.
• Responds immediately to customer requests.

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7. SERVICE RECOVERY

Failure Context Recovery Attributes

Distributive
Type of Failure Justice
(Outcome Failure) Compensation

Response Speed Procedural Satisfaction with

Magnitude of Failure
Justice Service
High encounter
Apology

Initiation
Interactional
Justice

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 8. RECOMMENDATION & CRM

Recommendation Data Organization Shared Information Numbers

• Leads • Drivers • Revenue by Month/Year
• Vehicles
• Contacts • Staff • Revenue per driver
• Employee
• Customers • Vendors
• Redressal Mechanism
• Drivers
• Feedback
• Fleet
Lead Catch
• Referral system
Communication
• Timely follow-up
• Automatic reminders
• Timely messages
• Emails

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THANK YOU…