A Study On Customer Satisfaction With Respect To Thomas Cook

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 Institute Guide
Mr. Javed Dhalayath Prof. NitinChandra More

Manager (FOREX) Faculty in Management
July 2015
Global Business School,
HUBLI-580025
GEN Societys
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 22.05.2015 to 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.
Internal Guide DIRECTOR
Prof. NitinChandra More Prof. Uday Lawate
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 Indias 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, travelers 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:
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
INTRODUCTION
Company Background - Thomas Cook (India)
Travel Agent. / Tourism Deve. /
Industry Name
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
Thomas Cook Building, Dr. D Naoroji
Address
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 Company Status

LoveLock & Lewes 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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Global Business School Hubli
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.
Research 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.
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 cant 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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COMPANY PROFILE:
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,
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.
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Finance department details:
The Finance and Accounting Departments mission includes safeguarding and

growing the Associations 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
ORGANISATION CHART
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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 '.
Thomas Cook Values
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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 were 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 greatest asset and our vision and values
sit at the very core of this philosophy.
Pioneering our future: :
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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.
Obsessed with 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.
SWOT ANALYSIS:
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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
SERVICES PROVIDED AT THOMAS COOK
1: Borderless prepaid card:
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In one card you can carry 8 countries currency without taking risk of carrying currency
notes.
2: Currency Exchange Counter:
In every Thomas Cook outlets more than 80 countries currency are available.
Holiday tour packages:
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Foreign Currency:
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Inward remittance (money gram):
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 of the Award Awarded By
2005
Golden Peacock Award for Excellence in
By Institute of Directors for
2006 Corporate Governance 2006 (Finalist
ethical business practices
Certificate)
2004
By The Pacific Asia Travel Writers
Best Travel Agency Award, 2005 Association (PATWA)

2005
Presented to Ashwini Kakkar.

Managing Director, Thomas Cook
2005 ITB Berlin Germany- March 2005
(I) Ltd. as Best Travel Agency for
Tourism Related Services
By Galileo Express Travel &

Tourism Award Excellence in
Financial Reporting in Service
2006 Best Technology Award, 2005
Sector
By The Institute of Chartered
Accountants of India
By the Association of Business

2006 Best Website Award,2006
Communications of India (ABCI)
Cond Nast Traveller Readers'

2013 Favourite Specialist Tour Operator
Travel Awards 2013
2013 Best Tour Operator Lonely Planet Travel Awards
2013 Best Tour Operator Outbound CNBC AWAAZ Travel Awards
2013 Retailer of the Year Leisure & Holidays ET NOW
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The Brand Trust Report, India
2012 The Most Trusted Brand in travel services
study 2012

Travel Awards
Best Corporate Travel Management

2012 World Travel Brands
Company
2011
Tour Operator Promoting Niche Segments
National Tourism Awards
other than Adventure and MICE
2012
Top 10 South Asia IATA Authorized

2012 Training Centres for Thomas Cook Indias IATA
Centre of Learning
2011
Consumer Super brand Super brands
2012

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
Knowing the needs and expectations of the customers, and

m e e t i n g t h e s e , d oes 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
companys 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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Research methodology:
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 Research Methodology:
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.
Research design:
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.
Research approach:
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..
Study area:
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The study is conducted in Hubli-Dharwad, Belgaum, Haveri and Davangera region.
Study on the existing services of Thomas Cook Foreign Exchange:
Pictorial Representation of Thomas Cook Distribution network
Flight
Hotel booking
Booking
Insurance
International tour THOMAS Money Gram &

packages COOK Money Transfer
Travel
Foreign
Business agent
Exchange
Travel
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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 Project was carried out in four stages in 8 weeks Duration
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 companys 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 customers
interest, how customers look after products and services, criteria for choosing
these products and services, how they choose products etc. with this I clearly
know today what every customer is in need of?
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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 companys product.
providing a good service to the customers.
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DATA ANALYSIS
Analysis and findings

2. Age:
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55&
below 25 26-35 36-45 46-55 above
17 7 30 47 16
2) age
1 2 3 4 5
14% 14%
6%
40% 26%
INTERPRETATION:
From the above graph it is observed that 14% of respondents are below 25 aged,14% of
respondents are 26-35 aged, 6% of respondents are below 36-45 aged, 14% of respondents
are 46-55 aged and 40% of respondents are age of 55 and above.
3) Gender
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Male female
88 29
3) Gender
88
29
male female
INTERPRETATION:
From the above graph it is observed that out of 117 respondents there are 88 male and 29 of
female respondents.
5) Which service do you normally use?
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Money prepaid
Tours Money Ex Transfer card Money gram
44 63 4 0 6
5) Services
63
44
4 6
0
Tours Money Ex Money Tr prepaid card Money gram
INTERPRETATION:
From the above graph it is observed that out of 117 respondents there are 44 respondents
prefer Tours and Travels, 63 respondents prefer Money Exchange, 04 respondents prefer
Money Transfer, 06 respondents prefer Money Gram.
6) How often do you avail our services?
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2wice in 1ce in 3
1ce in month month month 1ce in 6 month
6 0 67 44
6) how often do you use our service
67
44
6
0
1ce in month 2wice in month 1ce in three mnth 1ce in 6 month
INTERPRETATION:
From the above graph it is observed that out of 117 respondents 06 respondents use our
service once in a month, 67 respondents use once in three month and 44 respondents use
our service once in six months.
7) Why do you prefer Thomas Cook for your transactions?
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faster service at
reliability charges service counter
44 0 69 4
7) Why do u prefer TC For Transaction
69
44
4
0
reliability charges faster service service at counter
INTERPRETATION:
From the above graph it is observed that out of 117 respondents 44 respondents use Prefer
Thomas Cook for reliability, 69 respondents prefer Thomas Cook for faster service and 4
respondents prefer Thomas Cook for Service at Counter.
8) What according to you is the time taken to conclude your transaction?
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less than
5 minutes 5-10 min 20-30 min more than 30 min
6 40 61 10
8) Time taken conclude transaction
61
40
10
6
less than 5 mins 5-10 min 20-30 min more than 30 min
INTERPRETATION:
From the above graph it is observed that out of 117 respondents 6 respondents concluding
that time taken for transaction is less than 5 minutes, 40 respondents concluding that time
taken for transaction is 5-10 minutes, 61 respondents concluding that time taken for
transaction is 20-30 minutes and 10 respondents concluding that time taken for transaction
is more than 30 minutes.
9) How do you rate the helpfulness of branch staffs?
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H. H.
Unsatisfied Unsatisfied Neutral satisfied satisfied
0 5 7 88 17
9) Helfulness of branch
88
17
5 7
0
H. Unsatisfied Unsatisfied Neutral satisfied H. satisfied
INTERPRETATION:
From the above graph it is observed that out of 117 respondents 5 respondents concluding
they are unsatisfied with helpfulness of TC, 7 respondents concluding they are Neutral with
TC helpfulness, 88 respondents concluding they are satisfied with helpfulness of TC and 17
respondents concluding they are highly satisfied with helpfulness of TC.
10) The charges made for the services are reasonable?
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H. H.
70 36 11
10) Charges for service are reasonable

9%
31%
60%
INTERPRETATION:
From the above graph it is observed that out of 117 respondents 9% of respondents
concluding they are highly satisfied with charges of TC, 31% of respondents concluding they
are satisfied with charges of TC, and 60% of respondents concluding they are highly satisfied
with charges of TC.
11) Time taken by the company to respond to the complaints is very fast?
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H. H.
0 1 12 91 13
11) Time taken to respond to complaints very

fast
91
12 13
1
INTERPRETATION:
From the above graph it is observed that out of 117 respondents 1 of respondents
concluding he is unsatisfied with Time taken to respond to complaints, 12 of respondents
concluding they are Neutral with Time taken to respond to complaints, 91 of respondents
concluding they are Satisfied with Time taken to respond to complaints and 13 of
respondents concluding they are Highly Satisfied with Time taken to respond to complaints.
12) Are you satisfied with Thomas Cook Services?
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H. H.
9 94 14
12) Are u satisfied with TC
12% 8%
80%
INTERPRETATION:
From the above graph it is observed that out of 117 respondents 8% of respondents
concluding they are Neutral with TC, respondents 80% of respondents concluding they are
Satisfied with TC and 12% respondents concluding they are Highly 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
70
60
50
40
Tours and travel
money exchange
30 money transfer
money gram
20
10
0
reliability faster service service at counter
INTERPRETATION:
Out of 117 respondents 45 respondents preferring tours and travel for reliability,
62respondents preferring money exchange for faster service, 4 respondents are preferring
money transfer for faster service and 7 respondents preferring money gram for service at the
counter.
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14) Co-relation between which service they use and how satisfy they are with Thomas cook
services.
H. Grand
Particulars H. Unsatisfied Neutral Satisfied Satisfied 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
60
50
40
H. Unsatisfied
30 Neutral
Satisfied
H. Satisfied
20
10
0
Tours and Travel Money Exchange Money Transfer Money gram
INTERPRETATION:
Out of 117 respondents 50 respondents preferring tours and travels, 37 are

satisfied, 7 are highly satisfied, 5 are neutral and 1 highly unsatisfied.
Out of 117 respondents 58 are preferring money exchange 6 are highly satisfied, 48
are satisfied and 4 are neutral.
Out of 117 respondents 4 are preferring money transfer all 4 are satisfied.
Out of 117 respondents 6 are preferring money gram 1 is highly satisfied and rest 5
are satisfied.
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15) Co-relation between which service they use and how charges made for services are
reasonable.
H. Grand
Row Labels H. Unsatisfied Neutral unsatisfied satisfied 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
70
60
50
40 H. Unsatisfied
Neutral
unsatisfied
30
H. satisfied
20
10
0
tours and travel money exchange money transfer money gram
Out of 117 respondents 50 respondents are using tours and travel 10 are satisfied, 28
are unsatisfied, 11 are neutral and 1 is highly unsatisfied.
Out of 117 respondents 58 respondents are using money exchange all 58 are neutral.
Out of 117 respondents 4 respondents are money transfer all 4 are unsatisfied.
Out of 117 respondents 6 respondents are money gram 1 is neutral, 4 are unsatisfied
and 1 is highly satisfied.
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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 respondents 5% respondents use our service once in a month, 57%
respondents use once in three month and 38% respondents use our service once in
six months.
7. Out of 117 respondents 38% respondents use Prefer Thomas Cook for reliability, 59%
respondents prefer Thomas Cook for faster service and 43%respondents prefer
Thomas Cook for Service at Counter.
8. Out of 117 respondents 5% respondents concluding that time taken for transaction is
less than 5 minutes, 34% respondents concluding that time taken for transaction is 5-
10 minutes, 52% respondents concluding that time taken for transaction is 20-30
minutes and 5%respondents concluding that time taken for transaction is more than
30 minutes.
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9. Out of 117 respondents 4% respondents concluding they are unsatisfied with
helpfulness of TC, 6% respondents concluding they are Neutral with TC helpfulness,
75% respondents concluding they are satisfied with helpfulness of TC and 15%
respondents concluding they are highly satisfied with helpfulness of TC.
10. Out of 117 respondents 9% of respondents concluding they are highly satisfied with
charges of TC, 31% of respondents concluding they are satisfied with charges of TC,
and 60% of respondents concluding they are highly satisfied with charges of TC.
11. Out of 117 respondents 1 of respondents concluding 1% is unsatisfied with Time

taken to respond to complaints, 12% of respondents concluding they are Neutral,
78% of respondents concluding they are Satisfied with Time taken to respond to
complaints and 11% of respondents concluding they are Highly Satisfied with Time
taken to respond to complaints.
12. Out of 117 respondents 8% of respondents concluding they are Neutral with TC,
respondents 80% of respondents concluding they are Satisfied with TC and 12%
respondents concluding they are Highly Satisfied with TC.
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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 dont 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 how
57 | P a g e
to interact with customer by which I can easily identify their preferences towards
companys product.
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.
58 | P a g e
BIBILOGRAPHY
WEBSITES
www.thomascook.in
http://www.scribd.com/doc/34865190/Customer-Satisfaction-UAE-
Exchange#scribd
59 | P a g e
ANNEXURE
60 | P a g e
QUESTIONNAIRE
Respected Sir/ 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 marking a tick at the concern cell and help me out in carrying 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
61 | P a g e
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
62 | P a g e
THANK YOU.
Highly unsatisfied Satisfied
Neutral
Unsatisfied Highly satisfied
63 | P a g e
64 | P a g e
65 | P a g e

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A Study On Customer Satisfaction With Respect To Thomas Cook

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A STUDY ON CUSTOMER SATISFACTION

TOWARDS VARIOUS SERVICES OF

Mr. Dadapeer M. Tasgaon

Organization Guide Institute Guide

Mr. Javed Dhalayath Prof. NitinChandra More

Internal Guide DIRECTOR

Prof. NitinChandra More Prof. Uday Lawate

I also extend my thanks to the entire team of Thomas Cook, Hubli

Thanking you one and all

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,

or diploma/ associate ship/fellowship & similar project.

A STUDY ON CUSTOMER SATISFACTION TOWARDS VARIOUS SERVICE OF

Assumptions and Limitations:

Industry & Company profile

Various source in relation with the project

Statement of the problem

Data Collection Method:

Types Statistical Tests

Auditors Company Status

Tel. No. : 022-66568484 Fax No. : 022-66568494

Email : csg-unit@tsrdarashaw.com Internet : http://www.tsrdarashaw.com

Customer satisfaction and its brand acceptance at Thomas cook.

The study is aimed at mainly understanding the brand acceptance of Hubli-

Limitations of the project:

Scope of the Project was Limited to Hubli, Belgaum, Haveri, Davangera,

Thomas Cook (India) Ltd

Traded as: BSE: 500413 | NSE: THOMASCOOK | ISIN: INE332A01027

Industry: Travel Agencies

Founder(s): Thomas Cook

Headquarters: Thomas Cook Building, Dr D Naoroji Road, Mumbai,

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)

Asst. Manager (Leisure travels) = 2

Asst. Manager (Forex) = 2

Customer Relation Manager(CRM) = 1

Manger (International tour) = 1

Corporate Travel Management

The company incorporated a step-down subsidiary in Thailand, named as Thomas Cook

The Finance and Accounting Departments mission includes safeguarding and

Managing all receipts and disbursements for the Association

Financial reporting to staff and oversight bodies

Managing annual audit

Preparing annual taxes, and other governmental filings

Vision & mission

Mission -Exceptional Service From Exceptional People

Thomas Cook Values

We believe that our key differentiator is our people. We operate in a

Pioneering our future: :

Obsessed with customer service:

SERVICES PROVIDED AT THOMAS COOK

1: Borderless prepaid card:

2: Currency Exchange Counter:

Holiday tour packages:

Year Name of the Award Awarded By