Customer satisfaction towards various services of thomas cook hubli

“A STUDY ON CUSTOMER SATISFACTION
TOWARDS VARIOUS SERVICES OF
THOMAS COOK IN HUBLI, DHARWAD,
BELGAUM & DAVANGERE”
(THOMAS COOK)
Report submitted to
Karnataka University Dharwad
In partial fulfilment of the requirement for the
Award of degree in
Master of Business Administration
By
Mr. Dadapeer M. Tasgaon
MBA14007015
Organization Guide
Mr. Javed Dhalayath
Manager (FOREX)
Institute Guide
Prof. NitinChandra More
Faculty in Management
July 2015
Global Business School,
HUBLI-580025

GEN Society’s
Global Business School, Bhairidevarkoppa,Hubli-
580025
(Affiliated to Karnatak University Dharwad, & Recognized by AICTE. New Delhi)
CERTIFICATE
This is to certify that Mr. Dadapeer Tasgaon of MBA II semester,
Exam No. MBA14007015 has successfully completed his Project work
titled “A STUDY ON CUSTOMER SATISFACTION TOWARDS
VARIOUS SERVICE OF THOMAS COOK” HUBLI, DHARWAD,
BELGAUM & DAVANGERE” under taken at Thomas Cook, Hubli
for period of two months from 22.05.2015to 21.07.2015
This report has not been submitted at any time to any other University or
Institute for the award of any degree or diploma.
DIRECTOR
Prof. Uday Lawate
Internal Guide
Prof. NitinChandraMore
Faculty in Management
DEAN ACADEMICS
Dr. M N Manik

ACKNOWLEDGEMENT
This project would be incomplete without the registration of any gratitude to all those
who involved with my efforts
I sincerely thank Thomas Cook India Ltd for providing me with an opportunity to
pursue my internship at their organization.
I extend my thanks to Mr. Javed Dhalayath, Forex Manager for providing me the
necessary guidance and road map for successful completion of the project.
I also extend my thanks to the entire team of “Thomas Cook, Hubli “
I express my sincere thanks to our beloved Director Mr. Uday Lawate and Faculty
members of GBS, for supporting me and providing valuable guidance in all my
endeavors.
It is my privilege to have accomplished this study under the guidance of Prof.
Nitinchandra More for his encouragement and timely guidance to me throughout the
project work.
Thanking you one and all…
Dadapeer Tasgaon
II SEMESTER

DECLARATION
I hereby declare that the Project entitled “A STUDY ON CUSTOMER
SATISFACTION TOWARDS VARIOUS SERVICE OF THOMAS COOK IN HUBLI,
DHARWAD, BELGAUM & DAVANGERE (Thomas Cook)” submitted to the
Karnatak University Dharwad is a record by me under the guidance of Prof.
NitinChandra More, in partial fulfillment of the requirement for the award of the
degree “Master of Business Administration” by Karnatak University, Dharwad. This
report has not been submitted at any time to any other University or Institute for the
award of any degree or diploma/ associate ship/fellowship & similar project.
Dadapeer Tasgaon
MBA14007015
Semester: II SEMESTER
Year: 2015
Date: 23/07/2015
Place: Hubli

EXECUTIVE SUMMARY
Thomas cook is one of the India’s largest foreign exchange dealers in both wholesale
and retail segments of the market. It is one of the few non-banking institutions to have
been granted an Authorized Dealers license to deal in foreign exchange by the Reserve
Bank of India. As Authorized Dealers in foreign exchange Thomas cook provide
foreign exchange and payment solutions for leisure and business travelers, students
going abroad for higher studies, people traveling for employment, medical treatment,
emigration etc.
Apart from Foreign Currencies, Thomas cook also provides Borderless Forex Prepaid
cards, traveler’s Cheques, Foreign Currency Demand Drafts and also provide Money
transfer Services.

The title of the project:
‘A STUDY ON CUSTOMER SATISFACTION TOWARDS VARIOUS SERVICE OF
THOMAS COOK” IN HUBLI, DHARWAD,BELGAUM & DAVANGERE’
Was undertaken so as to Study and Analyze the customer satisfaction toward various
services of Thomas cook.
The project started with the preliminary preparation by gaining knowledge about the
products and services offered by Thomas cook Under Forex. After the background
study a questionnaire was prepared to capture all the essential information required for
the analysis.
The results obtained from this survey were analyzed and based on the findings,
recommendations were given to Thomas cook. Some critical Findings /
recommendations are given.

Table of contents:
1 INTRODUCTION.....................................................................................................0
1.1 Background:......................................................................................................1
1.2 Purpose:..........................................................................................................10
1.3 Importance of Study:........................................................................................10
1.4 Research Objectives:........................................................................................10
1.5 Assumptions and Limitations:...........................................................................10
1.6 Industry & Company profile ...............................................................................4
2 LITERATURE REVIEW.........................................................................................26
2.1 Introduction...................................................................................................107
2.2 Conclusions .....................................................................................................10
3 RESEARCH METHODOLOGY............................................................................109
3.1 Introduction.....................................................................................................30
3.2 Nature of Study................................................................................................31
3.3 Statement of the problem..................................................................................31
3.4 Objectives .......................................................................................................31
3.5 Study Area.....................................................................................................310
3.6 Data Collection Method:...................................................................................33
3.7 Primary Data:..................................................................................................33
3.8 Secondary Data:...............................................................................................33
3.9 Sampling:........................................................................................................33
3.10 Sampling Method:............................................................................................34
4 DATA ANALYSIS...............................................................................................117
5 FINDINGS..............................................................................................................51
6 SUGESSTIONS......................................................................................................54
7 CONCULSION.......................................................................................................56
8 BIBLIOGRAPHY ...................................................................................................59
8.1 Books & Magazines .........................................................................................59
8.2 Primary Data ...................................................................................................59
8.3 Journals...........................................................................................................59
8.4 Web based.......................................................................................................59
9 ANNEXURE ..........................................................................................................60
List of Figures:
List of Tables:

INTRODUCTION
Background:
Purpose:
Importance of Study:
Research Objectives:
Assumptions and Limitations:
Industry & Company profile
LITERATURE REVIEW
Introduction
Various source in relation with the project
Theoretical
Practical
Conclusions
RESEARCH METHODOLOGY
Introduction
Nature of Study
Statement of the problem
Objectives
Hypothesis
Study Area
Data Collection Method:
Primary Data:
Secondary Data:
Sampling:

Sampling Method:
Types Statistical Tests
DATA ANALYSIS
FINDINGS
SUGESSTIONS
CONCULSION
BIBLIOGRAPHY
Books / Magazines
Primary Data
Journals
Web references
ANNEXURE

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Global Business School Hubli
Company Background - Thomas Cook (India)
Industry Name
Travel Agent. / Tourism Deve. /
Amusement Park
House Name MNC Associate
Collaborative Country Name N.A.
Joint Sector Name N.A.
Year Of Incorporation 1978
Year Of Commercial Production N.A.
Regd. Office
Address
Thomas Cook Building, Dr. D Naoroji
Road, N.A.
District Mumbai
State Maharashtra
Pin Code 400001
Tel. No. 022-61603333
Fax No. 022-66568494,022-66568496
Email : sharedept@in.thomascook.com Internet : http://www.thomascook.in
Auditors
LoveLock & Lewes
Company Status
N.A.
Registrars
Name TSR Darashaw Ltd.
Address No. 6-10, Haji Moosa Patrawala Ind. Estate, 20, Dr. E. Moses Road,
Mumbai - 400011, Maharashtra
Tel. No. : 022-66568484 Fax No. : 022-66568494
Email : csg-unit@tsrdarashaw.com Internet : http://www.tsrdarashaw.com

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Purpose:
Customer satisfaction and its brand acceptance at Thomas cook.
Importance of study:
The study is aimed at mainly understanding the brand acceptance of Hubli-
Belgaum, Davangera, Mundog region, the brand perception and future
prospects. The study will form as an input to plan a marketing strategy to
promote the services of Thomas Cook bran d in region. The project also helps
in providing a base for the local sales team to start their sales activities in these
regions, and to reach customer satisfaction level.
Researchobjectives:
 Identify or find out the reasons, why the customers prefer THOMAS COOK
for their business transaction.
 Find out the total time taken to conclude the transaction by the customers.
 Identify the customer-employee relationship while in the business transaction.
 Identify the level of satisfaction regard with the Service.
Limitations of the project:
 Though the project was done with best efforts possible, there are some
limitations. Due to limited time allotted to this project, few prospective
customer segments were not covered, though their views might have added
more value to the project.
 This survey is subjected to the bias and prejudices of the respondents. Hence
100% accuracy can’t be assured.
 The research was carried out in a short span of time, where in the researcher
could not widen the study.

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SCOPE OF THE PROJECT:
 Scope of the Project was Limited to Hubli, Belgaum, Haveri, Davangera,
Mundgod. The Respondents were Chosen Conveniently from Various
Segments being identified as Prospects for Foreign Exchange
 To identifying the Customers satisfaction of Thomas cook.
 This study is helpful to that organization for conducting further research on
finding Satisfactory customers in respect to foreign exchange

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Industry profile:
Thomas Cook (India) Ltd
Type: public
Traded as: BSE: 500413 | NSE: THOMASCOOK | ISIN: INE332A01027
Industry: Travel Agencies
Founded: 1881 and on 21st October 1978it was named as Thomas Cook
(India) Ltd
Founder(s): Thomas Cook
Headquarters: Thomas Cook Building, Dr D Naoroji Road, Mumbai,
Maharashtra, 400001
Key people:
 Mr. Mahendra Kumar Sharma (Chairman)
 Mr. MadhavanMenon (Managing Director)
 Mr. Ramesh Savoor (Director)
 Mr. Krishnan Ramachandran (Director)
 Mr. ChandranRatnaswami (Director)
 Mr. HarshaRaghavan (Director)
 Mr. UdayKhanna (Director)
 Mrs. KishoriUdeshi (Director)

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In Hubli branch;
No. of employees:
Asst. Manager (Leisure travels) = 2
Asst. Manager (Forex) = 2
Accountant= 1
Customer Relation Manager(CRM) = 1
Manger (International tour) = 1
Clerk= 1
Housekeeping= 1
Security guard= 1
Products / services:
• Leisure Travel
• Travel Insurance
• Corporate Travel Management
• Foreign Exchange
• Visa
• E-Business
Website: www.thomascook.in

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COMPANYPROFILE:
Thomas Cook (India) Ltd is the largest integrated travel and travel related financial
services company in India. The company offers a range of services that include
foreign exchange, corporate travel, leisure travel, and insurance. Their subsidiaries
include Travel Corporation (India) Ltd, Thomas Cook Insurance Services (India) Ltd,
Thomas Cook Tours Ltd, Indian Horizon Travel & Tours Ltd and Thomas Cook
(Mauritius) Holding Company Ltd. The company has overseas operations in Sri Lanka
which is a branch of TCIL and Mauritius which is a subsidiary of Thomas Cook
(India) Ltd.
The company along with their subsidiaries has their presence in 166 locations in India
and seven countries outside of India. The company operates in two segments, namely
foreign exchange and financial services, and travel and related services. Foreign
Exchange and Financial Services deals with providing travel related foreign exchange
& payment solutions. The company also offers credit cards and financial services
relating to travel insurance. Travel and Related Services include consumer leisure
travel retailing, travel management services, leisure inbound service and general sales
agency business. Thomas Cook (India) Ltd was incorporated as Thomas Cook (India)
Pvt Ltd on October 21, 1978. The name of the company was changed to Thomas Cook
(India) Ltd on March 07, 1979. The company was originally promoted by Thomas
Cook Group Ltd, the history of which can be traced back to the founder Thomas Cook.
Thomas Cook commenced business in the United Kingdom in 1841 which included
organizing group tours called Cook's Tours. In accordance with the permission granted
by RBI, Thomas Cook Overseas Ltd transferred their business in India to the company
as a going concern with effect from November 01, 1978. In the year 1994, the
company transferred their cargo business to their subsidiary company. The company
set up a Leisure Travel department to promote domestic and outbound holiday travel,
within India and to others parts of the world. In the year 1996, the company opened a
foreign exchange office at Jalandhar in Punjab and foreign exchange counter at
Kolkata International Airport. They also inaugurated full-fledged offices at Saltlec in
Calcutta and the Indian Institute of Sciences at Bangalore.

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In the year 1998, the company successfully established their first ever implant with
State Bank of India at Calangute in Goa. The company also launched Visa Travel
Money Card, a pre-paid ATM card which enables the traveler to withdraw local
currency from more than 44,000 Visa ATMs across 117 countries worldwide. In the
year 2000, the company signed the Name License and Technical Assistance agreement
with Thomas Cook Holdings, UK, for operating in the Indian Ocean Rim region of
India, Bangladesh, Nepal, Bhutan, Seychelles, Maldives, Mauritius, Myanmar, and Sri
Lanka etc.
They also acquired the business of Thomas Cook's overseas business in Sri Lanka for
Rs 2.74 crore. The company opened their second office in Mauritius at Port Louis. In
the year 2001, the company opened their leisure travel office in Panjim, Goa for
targeting up-market tourists. In June 2001, they launched India's first ever Ticket
Auctions on Bidorbuyindia.com with their European tickets.
In April 2002, Thomas Cook Insurance Services (India) Ltd, a wholly owned
subsidiary of the company was given the corporate agency license of TATA - AIG
General Insurance Company. In the year 2003, the company won two key new
accounts from Belgium and the Netherlands for their inbound charter handling
business. The company along with Galileo India issued the first e-ticket in India
through the Global Distribution System. They issued the first remotely printed
international airline ticket at the office of one of their key customers.
In the year 2004, the company incorporated four step-down subsidiary companies
during the year, two each in Mauritius and Sri Lanka. In Mauritius, the company
incorporated Thomas Cook (Mauritius) Travel Ltd to undertake the business of
General Sales Agent (GSA) of Airlines operating out of Mauritius while Thomas
Cook (Mauritius) Holidays Ltd was incorporated to undertake the Indian outbound
tourist business in Mauritius. Both these companies are wholly owned subsidiaries of
Thomas Cook (Mauritius) Holding Company Ltd. In Sri Lanka, the company
incorporated Thomas Cook Lanka Holdings (Pvt) Ltd as an investment vehicle for the
company's investments in Sri Lanka. This company is a wholly owned subsidiary of
Thomas Cook (Mauritius) Holding Company Ltd.

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The other company incorporated is Airline Services Lanka (Pvt) Ltd, the wholly
owned subsidiary of Thomas Cook Lanka Holdings (Pvt) Ltd to undertake the
business of General Sales Agent (GSA) of Airlines operating out of Sri Lanka. The
company commenced General Sales Agency (GSA) operations through their
subsidiary Airline Services Lanka (Pvt) Ltd and Thomas Cook (Mauritius) Travel Ltd
by entering into an agreement with Condor. In the year 2005,
The company incorporated a step-down subsidiary in Thailand, named as Thomas
Cook Travel & Foreign Exchange (Thailand) Ltd and a wholly owned subsidiary in
Singapore named as Thomas Cook Travel &Foreign Exchange (Singapore) Pvt Ltd.
Also, they opened a new outlet at Union Place, the prime area in Colombo for retail
businesses. In the year 2006, the company acquired the LKP Forex Ltd and Travel
Corporation (India) Ltd. Also, they sold their 100% stake in Hindustan Cargo Ltd. In
March 2006,
The Leisure and Corporate Travel business started trading and offers inbound
holidays, outbound holidays, and corporate travel services. In February 2007, the
company launched their new premium holidays brand '100% Holidays'. In March
2007,
The company and ICICI Bank launched Thomas Cook Titanium Mastercard. In
December 2007, the company signed a MOU with JTB Corp, Japan, in which the
company able to access the JTB Corp network across 30 countries along with affiliates
spreading over 800 offices. For JTB Corp, the alliance provides a ready platform to
enter the Indian market.
The company closed down their operations in Thomas Cook Travel (Thailand) Ltd
and Thomas Cook Travel &Foreign Exchange (Singapore) Pvt Ltd. In the year 2008,
the company made a tie up with Axis Bank for pre-paid Forex card which offers
exchange of up to 7 currencies. In October 2008, the company made a tie up with that
Its Cash from the Essel group stable to facilitate online travel bookings. In December
2008,

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The company made a tie up with cruise line operator Indian Ocean Cruises of London
based Foresight Smart Ventures, to market the heritage cruise Ocean Odyssey in India
and Mauritius.
Finance department details:
• The Finance and Accounting Department’s mission includes safeguarding and
growing the Association’s assets, establishing and maintaining a functioning
set of policies and procedures, while ensuring compliance to audit and
generally accepted accounting principles and ethical standards.
• Various Responsibilities:
• Managing all receipts and disbursements for the Association
• Financial reporting to staff and oversight bodies
• Budget preparation
• Managing annual audit
• Preparing annual taxes, and other governmental filings
• Reporting to HO
Vision& mission
• Vision - Taking Personal Responsibility for Achieving the Mission, Pursuing
Excellence in Everything We Do, Displaying Honesty and Trust in all our
Relations with Customers to deliver outstanding service to them at all times,
Recognizing and Respecting the Needs of Individuals.
• Mission-Exceptional Service From Exceptional People

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ORGANISATION CHART
HIERARCHY OF THOMAS COOK:
Board of Directors

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History of the Company and Evolution
• On 9 June 1841 a 32-year old cabinet-maker named Thomas Cook walked
from his home in Market Harborough to the nearby town of Leicester to attend
a temperance meeting. A former Baptist preacher, Thomas Cook was a
religious man who believed that most Victorian social problems were related to
alcohol and that the lives of working people would be greatly improved if they
drank less and became better educated.
• As he walked along the road to Leicester, he later recalled, 'the thought
suddenly flashed across my mind as to the practicability of employing the great
powers of railways and locomotion for the furtherance of this social reform'.
• At the meeting, Thomas suggested that a special train be engaged to carry the
temperance supporters of Leicester to a meeting in Loughborough about four
weeks later. The proposal was received with such enthusiasm that, on the
following day.
• Thomas submitted his idea to the secretary of the Midland Railway Company.
A train was subsequently arranged, and on 5 July 1841 about 500 passengers
were conveyed in open carriages the enormous distance of 12 miles and back
for a shilling. The day was a great success and, as Thomas later recorded, 'thus
was struck the keynote of my excursions, and the social idea grew upon '.

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ThomasCookValues
• Succeed as One Team – we support and trust each other, and work as a single,
worldwide high performing team.
• Deliver for Our Customers – We are here to deliver the best possible
customer experience today offering value, flexibility and choice while
innovating to meet the changing future needs of our customers.
• Engage Each Other – we recognize Thomas Cook people are the heart of our
success. We are determined to energies and inspire each other, seeking out
ideas and making sure we’re all clear on our direction.
• Drive for Results – we are resilient and have the courage and determination to
succeed, and hold ourselves accountable for making robust, fact-based speedy
decisions for lasting value.
• Act with Integrity – we maintain the highest ethical standards and
transparency in our work, and in our dealings with customers, partners,
stakeholders and fellow employees. We keep our commitments, and are
honest, fair and trustworthy.
• We believe that our key differentiator is our people. We operate in a
highly competitive industry in which most things can be copied easily.
What makes Thomas Cook different is the ability and attitude of our
people. We believe they are our greatestassetand our vision and values
sitattheverycoreofthisphilosophy.

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Pioneering our future: :
• We inspire energy and enthusiasm. We seek constantly to be creative,
innovative and constructively challenge the status quo. We thrive in an ever-
changing and dynamic world.
Result oriented:
• We take responsibility for achieving results. We are reliable and always deliver
our promises. We are committed and determined to challenge and overcome
barriers and solve problems. We always work to improve our own and others’
performance and capabilities.
Obsessedwith customer service:
• We deliver the best possible experience for our customers at all times. We
listen and respond to their personal needs.
United as one team:
• We support and respect each other and work openly and collaboratively with
our colleagues as a single, worldwide team. We trust each other and always
demonstrate integrity and honesty.
Driving robust decision:
• We strive for quality, speed and clarity of decisions. We learn from the past.
We ensure our decisions are based on facts and are fair.

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SWOT ANALYSIS:
1) Strengths:
 Brand recognition and brand value
 Association as a status symbol
 Global quality standards
 The environment of the company is ecologically friendly.
 They follow standard system for all activities.
 Best services of Thomas cook.
 On time services
2) Weakness:
 Perception of high cost
 Cost for maintaining standards is more.
 Very few employees in Hubli branch to look after all departments
3) Opportunities:
 Thomas Cook is planning to focus more on domestic tourism & B 2 B segment
4) Threats:
 More competition from Domestic and Global markets.
 Confusion may lead to lack of trust in the brand
 Loss due to exchange fluctuations between transaction time and delivery

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SERVICES PROVIDED AT THOMAS COOK
1: Borderless prepaidcard:
In one card you can carry 8 countriescurrencywithouttakingriskof carryingcurrency
notes.
2: Currency Exchange Counter:
In everyThomasCookoutletsmore than80 countriescurrencyare available.

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Holiday tour packages:

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ForeignCurrency:

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Inward remittance (money gram):

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Flight Booking:

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Visa and passport assistance:
Travel Insurance:

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Domestic and International Air Ticket Booking:
Hotel Booking:

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Evolution of Thomas Cook logo:

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Awards and recognition
Year Name ofthe Award Awarded By
2005
–
2006
GoldenPeacockAward for Excellence in
Corporate Governance 2006 (Finalist
Certificate)
By Institute ofDirectors for
ethical businesspractices
2004
–
2005 Best Travel AgencyAward, 2005
By The Pacific Asia Travel Writers
Association(PATWA)
2005 ITB BerlinGermany- March 2005
PresentedtoAshwini Kakkar.
Managing Director, Thomas Cook
(I) Ltd. as Best Travel Agency for
Tourism RelatedServices
2006 Best TechnologyAward, 2005
By GalileoExpressTravel &
Tourism Award Excellence in
Financial Reporting in Service
Sector
By The Institute of Chartered
Accountants of India
2006 Best Website Award,2006
By the Associationof Business
Communicationsof India (ABCI)
2013 Favourite SpecialistTour Operator
Condé Nast TravellerReaders'
Travel Awards 2013
2013 Best Tour Operator LonelyPlanet Travel Awards
2013 Best Tour Operator – Outbound CNBC AWAAZTravel Awards
2013 Retailerof the Year– Leisure & Holidays ET NOW

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2012 The Most Trusted Brand in travel services
The Brand Trust Report™, India
study 2012
Travel Awards
2012
Best Corporate Travel Management
Company
WorldTravel Brands
2011
–
2012
Tour Operator PromotingNiche Segments
other than Adventure and MICE
National TourismAwards
2012
“Top 10 South Asia IATA Authorized
Training Centres” forThomas Cook India’s
Centre of Learning
IATA
2011
–
2012
ConsumerSuper brand Super brands
Travel Awards

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LITERATURE REVIEW

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Literature review:
A literature review is a text of a scholarly paper, which includes the current
knowledge including substantive findings, as well as theoretical and
methodological contributions to a particular topic
Source:
• RENJITH, R. Customer satisfaction. Marketing Intelligence & Planning.
http://www.scribd.com/doc/34865190/Customer-Satisfaction-UAE-
Exchange#scribd
• K no w in g t he ne ed s a nd e xpe c t at io ns o f t he c us t o me r s,
a nd me e t in g t hes e, does not only lead to more satisfied
customers, but, very importantly, results in a more efficient and
effective provision of customer services. It helps by concentrating
on the most important elements of the service delivery and in
managing the expectations towards the services provided. Seeing
these elements is clearly essential in streamlining the processes
and in translating them to the customers. Identification and
ranking of customers’ expectations and level of satisfaction of the
UAE Exchange provide a frame of reference for ranking
customers’ preferences of service quality.

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Conclusion:
 I have gained lot of experience during my project i.e. in period of 2 months. I
learnt many aspects of the relationship with the customers, how to deal the
customers, how to attract the customers for our products and services and how
to retain those customers. The study helped me to get an exposure of market
how to interact with customer by which I can easily identify their preferences
towards company’s product.
 By doing internship in Thomas cook, got to know about the market, people,
and relationship with the other company. This helps in the growth of a
company by providing a good service to the customers
 I had a good experience with the customers of the Thomas cook.
 Through my study, survey and analysis I have found that majority of the
employees are satisfied by the services, prices and the response they get from
Thomas cook.

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RESEARCH METHODOLOGY

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Researchmethodology:
Research methodology is the systematic way to solve the research problem. It gives an
idea about various steps adopted by the researcher in a systematic manner with an
objective to determine various manners. This course will provide an opportunity for
participants to establish or advance their understanding of research through critical
exploration of research language, ethics, and approaches. The course introduces the
language of research, ethical principles and challenges, and the elements of the
research process within quantitative, qualitative, and mixed methods approaches.
Participants will use these theoretical underpinnings to begin to critically review
literature relevant to their field or interests and determine how research findings are
useful in informing their understanding of their environment (work, social, local,
global).
Types of ResearchMethodology:
Descriptive research: - design was adopted to conduct the research based on
customer satisfaction. Research methods involve describing in details specific
situation using research tools like interviews, surveys, and Observations. It focuses on
gathering of mainly verbal data rather than measurements.
Researchdesign:
A research design is considered as the framework or plan for a study that guides as
well as helps the data collection and analysis of data. The research design may be
descriptive and experimental for the present study.
Researchapproach:
The research worker contacted the respondents personally with well-prepared
sequentially arranged questions. The questionnaire is prepared on the basis of
objectives of the study. Direct contact is used for survey i.e. contacting employees
directly in order to collect data.

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Nature of the study:
The study is aimed at mainly understanding the Satisfaction of customers of
Hubli-Dharwad, Belgaum, Haveri and Davangera region, the brand perception
and future prospects. The study will form as an input to plan a marketing
strategy to promote the services of Thomas Cook brand in region. The project
also helps in providing a base for the local sales team to start their sales
activities in these regions.
Problem statement:
To create awareness in the market of the existing product called Borderless Prepaid
Card and travel insurance of Thomas Cook and educate people about the product.
Objectives:
 Identify or find out the reasons, why the customers prefer THOMAS COOK
for their business transaction.
 Find out the total time taken to conclude the transaction by the customers.
 Identify the customer-employee relationship while in the business transaction.
 Identify the level of satisfaction regard with the Service..

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Study area:
The study is conducted in Hubli-Dharwad, Belgaum, Haveri and Davangera region.
Study on the existing services ofThomas Cook ForeignExchange:
Pictorial Representation of Thomas Cook Distribution network
THOMAS
COOK
Hotel
Booking
Flight
booking
International tour
packages
Money Gram &
Money Transfer
Travel
agentBusiness
Travel
Foreign
Exchange
Insurance

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DATA COLLECTION
 PRIMARY DATA
 SECONDRY DATA
PRIMARY DATA:
Primary data was collected by
 Personal interaction with the customers.
 Observation Method.
 Questionnaire
SECONDARY DATA:
Secondary data was collected by
 Manuals of the company.
 Official documents and annual reports.
 Internet source.
Sampling:
 Sample Unit : Thomas Cook
 Sampling Size : 117
 Sampling Method: judgmental sampling and convenient sampling.

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Sampling technique:
Judgmental sampling and convenient sampling
Sample size:
The study samples constitute 117 respondents constituting in the research area.
Measurement technique used: Excel
Methodology:
The Projectwas carriedout infourstagesin 8 weeksDuration
Study and
observation
Ground work and
questionnaire
preparation
Survey and analysis
Marketing
activities

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My Experience in company:
Before joining Thomas cook I dint had proper knowledge about foreign exchange
market and customers. The very first thing I faced in the company was lack of
awareness of Thomas cook in market. I had to create awareness in people about
company as well as company’s product and services. My work in the company is to
visit the places allocated to me and create awareness of Thomas cook to the customers,
which is a totally field work, after pitching in the market I was able to learn,
 Foreign market
 How foreign market runs
 How to interact with clients
 How to educate them about our products
 How to sell them our products
 How to follow up their queries
 How to maintain good relationship with clients
I had to visit and meet the clients who travels abroad, educate them of our
product called Borderless prepaid card and refer them to use it whenever they
travel abroad.
Interested clients appreciate the service provided by Thomas cook of carrying
money easily with in just a small card which is protected with a given
password.
Sometimes people kept me waiting for some time as they will be busy but I
have to wait and meet the person as he was potential, who can travel with
Thomas cook if I educate him about Thomas cook and he will become regular
customer of Thomas cook if he gets satisfaction by the services provide to him.
During this project as an intern, I experienced many things like customer’s
interest, how customer’s look after products and services, criteria for choosing

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these products and services, how they choose products etc. with this I clearly
know today what every customer is in need of?
The most important thing that I learned from this project is the market, people
in the market, their acceptance level of our product and services, and the
relationship with the market people and different companies.
 As an intern I got an exposure of market how to interact with customer by
which I can easily identify their preferences towards company’s product.
company by providing a good service to the customers.

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DATA ANALYSIS

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Analysis andfindings
2. Age:
below 25 26-35 36-45 46-55
55&
above
17 7 30 47 16
INTERPRETATION:
From the above graphit isobservedthat14% of respondentsare below 25aged,14% of
respondentsare 26-35 aged,6% of respondentsare below 36-45aged,14% of respondents
are 46-55 aged and40% of respondents are age of 55 and above.
14%
6%
26%40%
14%
2) age
1 2 3 4 5

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3) Gender
Male female
88 29
INTERPRETATION:
From the above graphit isobservedthatout of 117 respondentsthereare 88 male and 29 of
female respondents.
male female
88
29
3) Gender

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5) Which service doyounormallyuse?
Tours Money Ex
Money
Transfer
prepaid
card Money gram
44 63 4 0 6
INTERPRETATION:
From the above graph itis observedthatoutof 117 respondentsthere are 44 respondents
preferToursand Travels,63 respondentspreferMoneyExchange,04 respondentsprefer
MoneyTransfer,06 respondentspreferMoneyGram.
Tours Money Ex Money Tr prepaid card Money gram
44
63
4 0
6
5) Services

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6) How oftendoyou avail ourservices?
1ce in month
2wice in
month
1ce in 3
month 1ce in 6 month
6 0 67 44
INTERPRETATION:
From the above graphit isobservedthatout of 117 respondents06respondentsuse our
service once ina month,67 respondentsuse once inthree month and44 respondentsuse
our service once insix months.
1ce in month 2wice in month 1ce in three mnth 1ce in 6 month
6
0
67
44
6) how often do you use our service

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7) Why do youpreferThomasCookfor yourtransactions?
reliability charges
faster
service
service at
counter
44 0 69 4
INTERPRETATION:
From the above graphit isobservedthatout of 117 respondents44respondentsuse Prefer
ThomasCook forreliability,69respondentspreferThomasCookforfasterservice and4
respondentspreferThomasCookforService atCounter.
reliability charges faster service service at counter
44
0
69
4
7) Why do u preferTC For Transaction

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8) What according to youisthe time takentoconclude yourtransaction?
less than
5 minutes 5-10 min 20-30 min more than 30 min
6 40 61 10
INTERPRETATION:
From the above graphit isobservedthatout of 117 respondents6respondentsconcluding
that time takenfortransactionislessthan5 minutes,40 respondentsconcludingthattime
takenfor transactionis5-10 minutes,61 respondentsconcludingthattime takenfor
transactionis20-30 minutesand10 respondentsconcludingthattime takenfortransaction
ismore than30 minutes.
6
40
61
10
less than 5 mins 5-10 min 20-30 min more than 30 min
8) Time taken conclude transaction

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9) How do yourate the helpfulnessof branchstaffs?
H.
Unsatisfied Unsatisfied Neutral satisfied
H.
satisfied
0 5 7 88 17
INTERPRETATION:
From the above graphit isobservedthatout of 117 respondents5respondentsconcluding
theyare unsatisfiedwithhelpfulnessof TC,7 respondentsconcludingtheyare Neutral with
TC helpfulness, 88 respondentsconcludingtheyare satisfiedwithhelpfulnessof TCand 17
respondentsconcludingtheyare highlysatisfiedwithhelpfulnessof TC.
0
5 7
88
17
H. Unsatisfied Unsatisfied Neutral satisfied H. satisfied
9) Helfulness of branch

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10) The chargesmade forthe servicesare reasonable?
H.
H.
satisfied
70 36 11
INTERPRETATION:
From the above graphit isobservedthatout of 117 respondents9% of respondents
concludingtheyare highlysatisfiedwithchargesof TC,31% of respondentsconcludingthey
are satisfiedwithchargesof TC,and 60% of respondentsconcludingtheyare highlysatisfied
withchargesof TC.
60%
31%
9%
10) Charges for service are reasonable

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11) Time takenbythe companyto respondto the complaintsisveryfast?
INTERPRETATION:
From the above graphit isobservedthatout of 117 respondents1of respondents
concludinghe isunsatisfiedwithTime takentorespondtocomplaints, 12 of respondents
concludingtheyare Neutral withTime takentorespondtocomplaints,91of respondents
concludingtheyare SatisfiedwithTime takentorespondtocomplaintsand13 of
respondentsconcludingtheyare HighlySatisfiedwithTime takentorespondtocomplaints.
1
12
91
13
11) Time taken to respond to complaints very
fast
H.
H.
satisfied
0 1 12 91 13

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12) Are yousatisfiedwithThomasCookServices?
H.
H.
satisfied
9 94 14
INTERPRETATION:
From the above graphit isobservedthatout of 117 respondents8% of respondents
concludingtheyare Neutral withTC,respondents80% of respondentsconcludingtheyare
SatisfiedwithTCand12% respondentsconcludingtheyare HighlySatisfiedwithTC.
8%
80%
12%
12) Are u satisfied with TC

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13) Co-relation between which services customer prefers and why customers prefer
Thomas cook for transactions
particulars reliability faster service service at counter
Tours and travel 45
money exchange 62
money transfer 4
money gram 7
INTERPRETATION:
Out of 117 respondents45respondents preferringtoursandtravel forreliability,
62respondents preferringmoneyexchange forfasterservice,4respondentsare preferring
moneytransferforfasterservice and7 respondents preferringmoneygramforservice atthe
counter.
0
10
20
30
40
50
60
70
reliability faster service service at counter
Tours and travel
money exchange
money transfer
money gram

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14) Co-relationbetweenwhichservicetheyuse andhow satisfytheyare withThomascook
services.
Particulars H. Unsatisfied Neutral Satisfied
H.
Satisfied
Grand
Total
Tours and Travel 1 5 37 7 50
Money Exchange 4 48 6 58
Money Transfer 4 4
Money gram 5 1 6
Grand Total 1 9 94 14 118
INTERPRETATION:
 Out of 117 respondents50respondentspreferringtoursandtravels, 37 are
satisfied,7are highlysatisfied,5are neutral and 1 highlyunsatisfied.
 Out of 117 respondents 58are preferringmoneyexchange6are highlysatisfied,48
are satisfiedand4are neutral.
 Out of 117 respondents 4are preferringmoneytransferall 4 are satisfied.
 Out of 117 respondents6are preferringmoneygram1 ishighlysatisfiedandrest5
are satisfied.
0
10
20
30
40
50
60
Tours and Travel Money Exchange Money Transfer Money gram
H. Unsatisfied
Neutral
Satisfied
H. Satisfied

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15) Co-relationbetweenwhichservice theyuse andhow chargesmade forservicesare
reasonable.
 Out of 117 respondents50respondentsare using toursandtravel 10 are satisfied,28
are unsatisfied,11are neutral and1 ishighlyunsatisfied.
 Out of 117 respondents58respondentsare usingmoneyexchange all 58are neutral.
 Out of 117 respondents4respondentsare moneytransfer all 4are unsatisfied.
 Out of 117 respondents 6respondentsare moneygram 1 isneutral,4 are unsatisfied
and 1 ishighlysatisfied.
0
10
20
30
40
50
60
70
tours and travel money exchange money transfer money gram
H. Unsatisfied
Neutral
unsatisfied
H. satisfied
Row Labels H. Unsatisfied Neutral unsatisfied
H.
satisfied
Grand
Total
tours and travel 1 11 28 10 50
money exchange 58 58
money transfer 4 4
money gram 1 4 1 6
Grand Total 1 70 36 11 118

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FINDINGS

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Findings
1. From the above findings, out of 117 respondents 88 respondents are male
and 29 respondents are female.
2. Out of 117 respondents there are 14% below 25 aged, 6% are 26-35, 26% are
36-45 aged, 40% are age of 46-55 and 14% of them are age of 55 & above.
3. All 117 respondents are regular customers of Thomas cook
4. There are 25% of respondents are Female and 75% of respondents are male.
5. Out of 117 respondents 38% respondents prefer tours and travels,
54%respondents prefer money exchange, 3% respondents prefer money
transfer and 5% respondents prefer money gram.
6. Out of 117 respondents5% respondentsuse ourservice once inamonth,57%
respondentsuse once inthree monthand38% respondentsuse ourservice once in
six months.
7. Out of 117 respondents38% respondentsuse PreferThomasCookfor reliability,59%
respondentspreferThomasCookforfasterservice and43%respondentsprefer
ThomasCook forService at Counter.
8. Out of 117 respondents5% respondentsconcludingthattime takenfortransactionis
lessthan5 minutes,34% respondentsconcludingthattime takenfor transactionis5-
10 minutes,52% respondentsconcludingthattime takenfortransactionis20-30
minutesand5%respondentsconcludingthattime takenfortransactionismore than
30 minutes.

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9. Out of 117 respondents4% respondentsconcludingtheyare unsatisfiedwith
helpfulnessof TC,6% respondentsconcludingtheyare Neutral withTChelpfulness,
75% respondentsconcludingtheyare satisfiedwithhelpfulnessof TCand 15%
respondentsconcludingtheyare highlysatisfiedwithhelpfulnessof TC.
10. Out of 117 respondents9% of respondentsconcludingtheyare highlysatisfiedwith
chargesof TC, 31% of respondentsconcludingtheyare satisfiedwithchargesof TC,
and 60% of respondentsconcludingtheyare highlysatisfiedwithchargesof TC.
11. Out of 117 respondents1of respondentsconcluding1% isunsatisfiedwithTime
takento respondtocomplaints, 12% of respondentsconcludingtheyare Neutral,
78% of respondentsconcludingtheyare SatisfiedwithTimetaken torespondto
complaintsand11% of respondentsconcludingthey are HighlySatisfiedwithTime
takento respondtocomplaints.
12. Out of 117 respondents8% of respondentsconcludingtheyare Neutral withTC,
respondents80%of respondentsconcludingtheyare SatisfiedwithTCand12%
respondentsconcludingtheyare HighlySatisfiedwithTC.

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SUGGESTION

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Suggestion
1. In order to gain in trust of the customer, the Rate board display has to be done
which would give sense of security to these customers.
2. The organization should provide offers to their customers like loyalty cards
who have been with them for more than a particular period. This can help to
further increase in the satisfaction level. By providing unique identity cards or
numbers to the regular customers.
3. Since there is a close competition, Thomas Cook should expand their business
by adding more agencies for their product and services.
4. Customers are not aware about Travel insurance and Borderless prepaid card
so, promotional activities should be taken care of.
5. Marketing activities must conduct to increase the awareness of their services.
.
6. Most people don’t know about the Thomas cook Forex which is located in
Hubli. Advertisement is required.
7. More employees are required to manage Hubli branch.
.
8. Proper training is required to employees on customer relationship.

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CONCLUSION

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 This project attempts to A STUDY ON CUSTOMER SATISFACTION
TOWARDS VARIOUS SERVICE OF THOMAS COOK.
 In this competitive world each company wants to taken an edge over the other
to become the market leaders. Successful organization can use customer needs
and expectations as a starting point and developing proposals around their
customer's needs and expectations.
 Measuring satisfaction seems to be just one element in this overall satisfaction
management approach. One of the key elements of a successful marketing
strategy is development of product and promotional stimuli that consumers
will perceive as relevant to their needs.
 The company should consider customer perception to improve their
promotional strategies of THOMAS COOK.
 Since the customer is the king of the market today, the company should
analyze the needs and wants of customers. Company should know what the
customer is actually looking forward from them.
 With the help of the study, the overall satisfaction level of the customers is
identified. One of the important finding is that there were no customers for the
product travel insurance and borderless prepaid card that provided by the
Thomas Cook. To promote these products to a higher level the company
should take high promotional activities to attract the customers. This includes
advertisement campaigns, creating awareness about the company etc.
 I have gained lot of experience during my project i.e. in period of 2 months. I
learnt many aspects of the relationship with the customers, how to deal the
customers, how to attract the customers for our products and services and how
to retain those customers. The study helped me to get an exposure of market

58 | P a g e
how to interact with customer by which I can easily identify their preferences
towards company’s product.
company by providing a good service to the customers
 I had a good experience with the customers of the Thomas cook.
 Through my study, survey and analysis I have found that majority of the
employees are satisfied by the services, prices and the response they get from
Thomas cook.
 It also helped me in knowing about foreign exchange through different sources
like banks, airports and authorized dealers etc.
 From the findings and suggestions, I conclude that the customers of Thomas
cook are happy and satisfied by the services provided by Thomas cook.
 Finally I would like to thank each and every one who helped me to carry out
this project.

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BIBILOGRAPHY
WEBSITES
 www.thomascook.in
 http://www.scribd.com/doc/34865190/Customer-Satisfaction-UAE-
Exchange#scribd

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ANNEXURE

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QUESTIONNAIRE
RespectedSir/Madam,
I am Dadapeer Tasgaon, student of Global Business School Hubli, Karnataka. As
a part of my curriculum, I am doing a project on “A STUDY ON CUSTOMER SATISFACTION
TOWARDS VARIOUS SERVICE OF THOMAS COOK”. Please answer the questions given below
by markinga tickat the concerncell andhelpme out incarrying the study.
1. Name:
2. Age:
Below 25 26- 35 36- 45 46-55
Above 55
3. Gender:
Male Female Others
4. Occupation :
5. Which service do you normally use?
Tours & Travel Money Exchange Money Transfer
Borderless Card Money Gram
6. How often do you avail our services?
Once in a month twice a month
Once in 3 months once in 6 months
7. Why do you prefer Thomas Cook for your transactions?
Reliability Rates & Charges
Faster Service Service at the counter
8. What according to you is the time taken to conclude your transaction?
Less than 5 minutes 5-10 minutes
20-30 minutes More than 30 minutes

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9. How do you rate the helpfulness of branch staffs?
0 1 2 3 4
10. The charges made for the services are reasonable
0 1 2 3 4
11. Time taken by the company to respond to the complaints are very fast
0 1 2 3 4
12. Are you satisfied with Thomas Cook Services?
0 1 2 3 4

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THANK YOU.
Highlyunsatisfied Satisfied
Neutral
Unsatisfied Highlysatisfied

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Customer satisfaction towards various services of thomas cook hubli

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