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  CUSTOMER SATISFACTION AT COX AND KINGS A PROJECT REPORT Submitted to the SRM SCHOOL OF MANAGEMENT In partial fulfillment of the requirements for the award of the degree Of MASTER OF BUSINESS ADMINISTRATION By NISHANT KUMAR (Reg No: 35080366) Under the guidance of Mr.YAASEEN MASVOOD

SRM SCHOOL OF MANAGEMENT SRM UNIVERSITY KATTANKULATHUR 603 203 MAY 2010 S.R.M. SCHOOL OF MANAGEMENT S.R.M. INSTITUTE OF SCIENCE AND TECHNOLOGY

S.R.M. NAGAR, KATTANKULATHUR-603203

BONAFIDE CERTIFICATE

SRM UNIVERSITY Certified that this project report titled “Customer Satisfaction at Cox and Kings “is the bonafide work of Mr. Nishant Kumar who carried out the research under my supervision. Certified further, that to the best of my knowledge the work reported here in does not from part of any other project report or dissertation on the basis of which a degree or award was conferred on an earlier occasion on this or any other candidate.

Signature of the guide (MR. YAASEEN MASVOOD)

Signature of the Dean Dr.JAYASHREE SURESH

DECLARATION

I hereby declare that this report “CUSTOMER SATISFACTION AT COX AND KINGS” is bonafide work of the project that I have done during the period MARCH 2010 and submitted in partial fulfillment of the requirements for the award of the degree of Master of Business Administration. I further declare that any part of this project or itself has not been submitted elsewhere for award of any degree.

NISHANT KUMAR REG NO:-35080366

ABSTRACT

As per the situation prevailing in today scenario, it can be estimated that Travel and tourism industry is going to be on boom, by 2020. Tourist arrivals worldwide are empowering rise in Travel industry and its momentum to reach the client and attract them by its most recent and upgraded packages and services. The Travel & Tourism Industry is expected to resume its growth, with emerging economies in particular leading the way by boosting international travel. In developed countries, a growing preference for leisure is expected to provide clients for new destinations once consumers regain confidence, while the popularity of short breaks, both domestic and international, will continue to increase . Cox and Kings is well-positioned to gain market share on the back of a strong brand franchise and a presence across the value-chain: C&K has a history of over 250 years, making it one of the oldest travel brands in the world. Over the years, the company has built a strong brand franchise for itself in overseas markets as well as in India. Cox and Kings focuses on emerging markets to help garner higher growth. Cox and Kings derive over half of its earnings from the emerging markets (mainly India) and is focused on increasing its presence in other high growth geographies (mainly the Middle-East and South-East Asia). This would bode well for the company, as it is ideally poised to benefit from a strong growth in demand for outbound and inbound services in these areas, enabling it to achieve a high growth rate in the future. In this project the research work is going on customer satisfaction and retention in Cox and Kings. It has gained a dominating competency over its competitors especially Thomas Cook. Cox and Kings is the first priority for customers and they are loyal to the brand since decades. Cox and Kings through its attractive packages and services have empowered and enforced customers choose to travel, and prefer going for tour for leisure.

ACKNOWLEDGEMENT

First and foremost I thank almighty God for the immense blessing, Guising and Confidence he has bestowed on me in this humble attempt. I express my sincere Gratitude to Franchisee owner (Mrs. Priya Daggar) for the Guidance, timely help, motivation and valuable suggestions she offered throughout the Study. I express my sincere gratitude to Mr. Dipul Kapoor, STORE MANAGER Of COX And KINGS, New Delhi for his encouragement and guidance. This project would not have materialized without their Cooperation. My...
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