Page |1

CONTENTS

S. NO TOPIC

LIST OF TABLES
LIST OF CHARTS
I INTRODUCTION
1.1 Introduction to Study
1.2 Statement of the Problem
1.3 Objectives of the Study
1.4 Scope of the Study
1.5 Research Methodology
1.6 Limitations of the study
1.7 Chapter Scheme
II COMPANY PROFILE
III REVIEW OF LITERATURE
IV DATA ANALYSIS AND INTERPRETATION
4.1 Percentage Analysis
4.2 Chi-Square Test
V SUMMARY AND CONCLUSION
5.1 Findings
5.2 Suggestions
5.3 Conclusion
BIBLIOGRAPHY
APPENDIX
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LIST OF TABLES

S.NO TITLE OF TABLES PAGE NO

4.1 Table showing Age group of respondents
4.2 Table showing the gender of the respondents
4.3 Table showing marital status of the respondents
4.4 Table showing educational qualification of the respondents
4.5 Table showing the monthly income of the respondents
4.6 Table showing the respondents opinion about the service of
TickTrip.in
4.7 Table showing the respondents experience with TickTrip.in
4.8 Table showing respondents opinion about the relationship with
TickTrip.in
4.9 Table showing respondents opinion about the tour packages
4.10 Table showing respondents preference level on TickTrip.in
4.11 Table showing respondents opinion about the approach of the
marketing executives
4.12 Table showing respondents opinion about referring others to use
TickTrip.in services
4.13 Table showing respondents opinion about the help desk
4.14 Table showing the opinion of respondents about the response on
complaints
4.15 Table showing the opinion of respondents about their awareness on
TickTrip.in
4.16 Table showing the opinion of respondents about their main motive
to use the TickTrip.in Services
4.17 Table showing the opinion of respondents about the mode followed
by the TickTrip.in to contact them
4.18 Table showing the opinion of respondents about the number of
executive contacted the respondents
 Page |3

4.19 Table showing the respondents opinion about continuing the

relationship with TickTrip.in
4.20 Table showing the respondents opinion about the information given
by the marketing executives
4.21 Table showing the respondents opinion about his optional
4.22 Table showing the respondents opinion about having relationship
with TickTrip.in
4.a Chi square table for age and respondents opinion about their
relationship with TickTrip.in
4.b Chi square table for gender and respondents opinion about their
relationship with TickTrip.in
4.c Chi square table for gender and respondents opinion about their
relationship with TickTrip.in
4.d Chi square table for age and respondents opinion about the approach
of marketing executives
4.e Chi square table for gender and respondents opinion about the
approach of marketing executives
4.f Chi square table for gender and respondents opinion about the
approach of marketing executives
4.g Chi-square table for respodents experience with TickTrip.in and the
service offered by TickTrip.in
4.h Chi-square table for age of the respodents and opinion about the response
on complaints
 Page |4

LIST OF CHARTS

S.NO TITLE OF TABLES PAGE

NO
4.1 Chart showing Age group of respondents
4.2 Chart showing the gender of the respondents
4.3 Chart showing marital status of the respondents
4.4 Chart showing educational qualification of the respondents
4.5 Chart showing the monthly income of the respondents
4.6 Chart showing the respondents opinion about the service of
TickTrip.in
4.7 Chart showing the respondents experience with TickTrip.in
4.8 Chart showing respondents opinion about the relationship with
TickTrip.in
4.9 Chart showing respondents opinion about the service efficiency
4.10 Chart showing respondents opinion about the service efficiency
4.11 Chart showing respondents opinion about the approach of the
marketing executives
4.12 Chart showing respondents opinion about referring others to use
TickTrip.in services
4.13 Chart showing respondents opinion about the help desk
4.14 Chart showing the opinion of respondents about the response on
complaints
4.15 Chart showing the opinion of respondents about their awareness on
TickTrip.in
4.16 Chart showing the opinion of respondents about their main motive
to use the TickTrip.in Services
4.17 Chart showing the opinion of respondents about the mode followed
by the TickTrip.in to contact them
4.18 Chart showing the opinion of respondents about the number of
executive contacted the respondents
 Page |5

4.19 Chart showing the respondents opinion about continuing the

relationship with TickTrip.in
4.20 Chart showing the respondents opinion about the information given
by the marketing executives
4.21 Chart showing the respondents opinion about his optional
4.22 Chart showing the respondents opinion about having relationship
with TickTrip.in
 Page |6

CHAPTER - 1
1.1 INTRODUCTION TO THE STUDY

Todays customers face a growing range of choices in the services and services
they can use. They base their choices on their perception of quality, value, and service.
Each consumer has a specific behavior. But useing habits are sometimes difficult to
understand. Therefore companies always want to gain some insight about consumer
behavior and habits in order to better control this behavior. Having an impact on
consumer behavior means being able to change consumers perception of the service or
service, to establish a relation between the company and its clients
Before we begin to examine the conceptual foundations of CRM, it will be useful
to define, what is CRM? A narrow perspective of customer relationship management is
database marketing emphasizing the promotional aspects of marketing linked to database
efforts. Another narrow, yet relevant, viewpoint is to consider CRM only as customer
retention in which a variety of after marketing tactics is used for customer bonding or
staying in touch after the sale is made. Shani and Chalasani define relationship marketing
as an integrated effort to identify, maintain, and build up a network with individuals
consumers and to continuously strengthen the network for mutual benefit of both sides,
through interactive, individualized and value-added contacts over a period of time. The
core theme of all CRM and relationship marketing perspectives is its focus on co-
operative and collaborative relationships between the firm and its customers, and/or other
marketing actors.
CRM is based on the premise that, by having a better understanding of the
customers needs and desires we can keep them longer and sell more to them.
CRM (customer relationship management) is an information industry term for
methodologies, software, and usually Internet capabilities that help an enterprise manage
customer relationships in an organized way. For example, an enterprise might build a
database about its customers that described relationships in sufficient detail so that
management, salespeople, people providing service, and perhaps the customer directly
could access information, match customer needs with service plans and offerings, remind
 Page |7

customers of service requirements, know what other services a customer had purchased,
and so forth.

The essence of the information technology revolution and, in particular, the

World Wide Web is the opportunity to build better relationships with customers than has
been previously possible in the offline world. By combining the abilities to respond
directly to customer requests and to provide the customer with a highly interactive,
customized experience, companies have a greater ability today to establish, nurture, and
sustain long-term customer relationships than ever before. The ultimate goal is to
transform these relationships into greater profitability by increasing repeat purchase rates
and reducing customer acquisition costs. Indeed, this revolution in customer relationship
management or CRM.1 as it is called, has been referred to as the new mantra of
marketing.2 Companies like Siebel, E.piphany, Oracle, Broadvision, Net Perceptions,
Kana and others have filled this CRM space with services that do everything from track
customer behavior on the Web to predicting their future moves to sending direct e-mail
communications. This has created a worldwide market for CRM services and services of
$34 billion in 1999 and which is forecasted by IDC to grow to $125 billion by 2004.3
The need to better understand customer behavior and focus on those customers who can
deliver long-term profits has changed how marketers view the world.

Traditionally, marketers have been trained to acquire customers, either new ones
who have not bought the service category before or those who are currently competitors
customers. This has required heavy doses of mass advertising and price-oriented
promotions to customers and channel members. Today, the tone of the conversation has
changed from customer acquisition to retention. This requires a different mindset and a 3
different and new set of tools. A good thought experiment for an executive audience is to
ask them how much they spend and/or focus on acquisition versus retention activities.

While it is difficult to perfectly distinguish the two activities from each other, the
answer is usually that acquisition dominates retention.
According to one industry view, CRM consists of:
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Helping an enterprise to enable its marketing departments to identify and target

their best customers, manage marketing campaigns with clear goals and
objectives, and generate quality leads for the sales team.
Assisting the organization to improve telesales, account, and sales management
by optimizing information shared by multiple employees, and streamlining
existing processes (for example, taking orders using mobile devices)
Allowing the formation of individualized relationships with customers, with the
aimof improving customer satisfaction and maximizing profits; identifying the
most profitable customers and providing them the highest level of service.
Providing employees with the information and processes necessary to know their
customers, understand their needs, and effectively build relationships between the
company, its customer base, and distribution partners.
CRM--Customer Relationship Management--has entered the mainstream. Despite
the uncertainty of the economy, CRM is being thrust into corporate budgets and talked
about as a critical initiative by hundreds of Fortune 1,000 and tens of thousands of other
companies. It has gone from being an important edge in the business world to a necessary
tool for survival. The notion of the customer as king or queen is once again the rule. How
you treat this is a mission-critical business issue.
But, what is CRM and how does it change the way companies do business? The
changes in the world have been so dynamic and so dramatic that the path is not
necessarily all that obvious. How CRM impacts that business path is a continuing source
of debate in the world of corporate management.
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History of CRM

Customer Relationship Management (CRM) is one of those magnificent concepts

that swept the business world in the 1990s with the promise of forever changing the way
businesses small and large interacted with their customer bases. In the short term,
however, it proved to be an unwieldy process that was better in theory than in practice for
a variety of reasons. First among these was that it was simply so difficult and expensive
to track and keep the high volume of records needed accurately and constantly update
them. In the last several years, however, newer software systems and advanced tracking
features have vastly improved CRM capabilities and the real promise of CRM is
becoming a reality. As the price of newer, more customizable Internet solutions have hit
the marketplace; competition has driven the prices down so that even relatively small
businesses are reaping the benefits of some custom CRM programs.
In the beginning
The 1980s saw the emergence of database marketing, which was simply a catch
phrase to define the practice of setting up customer service groups to speak individually
to all of a companys customers. In the case of larger, key clients it was a valuable tool
for keeping the lines of communication open and tailoring service to the clients needs. In
the case of smaller clients, however, it tended to provide repetitive, survey-like
information that cluttered databases and didnt provide much insight. As companies
began tracking database information, they realized that the bare bones were all that was
needed in most cases: what they use regularly, what they spend, what they do.
Advances in the 1990s
In the 1990s companies began to improve on Customer Relationship
Management by making it more of a two-way street. Instead of simply gathering data for
their own use, they began giving back to their customers not only in terms of the obvious
goal of improved customer service, but in incentives, gifts and other perks for customer
loyalty. This was the beginning of the now familiar frequent flyer programs, bonus points
on credit cards and a host of other resources that are based on CRM tracking 3333
customer activity and spending patterns. CRM was now being used as a way to increase
sales passively as well as through active improvement of customer service.
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True CRM comes of age

Real Customer Relationship Management as its thought of today really began in

earnest in the early years of this century. As software companies began releasing newer,
more advanced solutions that were customizable across industries, it became feasible to
really use the information in a dynamic way. Instead of feeding information into a static
database for future reference, CRM became a way to continuously update understanding
of customer needs and behavior. Branching of information, sub-folders, and custom
tailored features enabled companies to break down information into smaller subsets so
that they could evaluate not only concrete statistics, but information on the motivation
and reactions of customers. The Internet provided a huge boon to the development of
these huge databases by enabling offsite information storage, where before companies
had difficulty supporting the enormous amounts of information. The Internet provided
new possibilities and CRM took off as providers began moving toward Internet solutions.
With the increased fluidity of these programs came a less rigid relationship between
sales, customer service and marketing. CRM enabled the development of new strategies
for more cooperative work between these different divisions through shared information
and understanding, leading to increased customer satisfaction from order to end service.

Today, CRM is still utilized most frequently by companies that rely heavily on
two distinct features: customer service or technology. The three sectors of business that
rely most heavily on CRM -- and use it to great advantage -- are financial services, a
variety of high tech corporations and the telecommunications industry. The financial
services industry in particular tracks the level of client satisfaction and what customers
are looking for in terms of changes and personalized features. They also track changes in
investment habits and spending patterns as the economy shifts. Software specific to the
industry can give financial service providers truly impressive feedback in these areas.

In recent years however, several factors have contributed to the rapid

development and evolution of CRM. These include: -
 P a g e | 11

1. The growing de-intermediation process in many industries due to the advent of

sophisticated computer and telecommunication technologies that allow producers to
directly interact with end-customers. For example, in many industries such as airlines,
banks insurance, software or household appliances and even consumables, the de-
intermediation process is fast changing the nature of marketing and consequently making
relationship marketing more popular. Databases and direct marketing tools give them the
means to individualize their marketing efforts.

2. Advances in information technology, networking and manufacturing technology have

helped companies to quickly match competition. As a result service quality and cost are
no longer significant competitive advantages.

3. The growth in service economy. Since services are typically produced and delivered at
the same institution, it minimizes the role of the middlemen.

4. Another force driving the adoption of CRM has been the total quality movement. When
companies embraced TQM it became necessary to involve customers and suppliers in
implementing the program at all levels of the value chain. This needed close working
relationships with the customers. Thus several companies such as Motorola, IBM,
General Motors, Xerox, Ford, Toyota, etc formed partnering relations with suppliers and
customers to practice TQM. Other programs such as JIT and MRP also made use of
interdependent relationships between suppliers and customers.

5. Customer expectations are changing almost on a daily basis. Newly empowered

customers, who choose, how to communicate with the companies various available
channels? Also nowadays consumers expect a high degree of personalization.

6. Emerging real time, interactive channels including e-mail, ATMs and call centre that
must be synchronized with customers non-electronic activities. The speed of business
change, requiring flexibility and rapid adoption to technologies.
 P a g e | 12

7. In the current era of hyper competition, marketers are forced to be more concerned
with customer retention and customer loyalty.

8. As several researches have found out retaining customers is less expensive and more
sustainable competitive advantage than acquiring new ones.

9. On the supply side it pays more to develop closer relationships with a few suppliers
than to develop more vendors.

10. The globalization of world marketplace makes it necessary to have global account
management for the customers.

Definition: -
CRM is concerned with creating improved shareholder value through the use of
customer centric business processes and the development of appropriate relationships
with consumers.
Implementing CRM:
CRM requires an integration of a firm's resources; people, operations and
marketing capabilities to deliver added value to the customers. CRM should provide
businesses and organizations with a single view of their customers and across
irrespective of the interactive channel or medium through which the customer accesses
the service or service. For example, a business (e.g. hotel) customers profile and
personal references should be accessible to the business (or hotel) irrespective of channel
i.e. whether the customer books online, calls in or walks into any location should not
make a difference to the service provided based on the personal profile of the business
client.
It is enabled through:
Information
Processes
Technology
Applications
 P a g e | 13

A firm that wants to implement CRM must align it's business processes cross-
functionally in the best possible way to allow increased customer focus with an aim to
deliver added value to the customer.

To implement CRM, the following steps must be followed:

Develop a CRM framework

Align current business processes
Design new cross-functional business processes (where required)
Develop Functional Specifications (client-side services)
Develop Technical Specifications
Match Technical Specifications to available technology (Systems, software, etc)
Service Configuration
Data Migration and Integration
Staff Training

Customer Segmentation: For CRM to be effective, the organizations customer

base must be stratified into segments based on commonalities amongst groups of
individuals and customers. This also requires the organization to have strategies to
target consolidated customer segments.

Reduced Cost of Service: a customer relationship strategy should reduce the cost
of service for both the organization and its customers and increase satisfaction
levels.

Service as a differentiator: The more competitive a market becomes the more a

business will need to rely on its superior service quality and quality of service to
differentiate itself from other businesses and providers.
 P a g e | 14

Tie-ins over time: The greater the effort a customer spends on a relationship over
time, the greater the customers stake in helping to ensure that the relationship
works and the more convenient and loyal the customer becomes.

Pitfalls to avoid:

Many CRM programs fail for two reasons:

1. Lack of supportive business processes: Because business processes and

organizational goals are not part of a strategic CRM plan tied to organizational
goals and objectives.

2. Lack of an enterprise perspective: For Relationship Marketing to be effective, it

requires that the organization creates a seamless enterprise view. A lot of CRM
programs fail because they are assembled with disparate components that aren't
designed to work together as part of a complete CRM system designed to meet
organizational objectives.
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Customer Relationship Management Model

CREATE A DATA BASE

ANALYSIS

CUSTOMER SELECTION

CUSTOMER TARGETING

RELATIONSHIP MARKETING

PRIVACY ISSUES

METRICS
 P a g e | 16

Customer Retention Programs

FREQUENCY/
LOYALTY
PROGRAMS

CUSTOMIZATION
CUSTOMER
SERVICE

CUSTOMER
RELATIONSHIP
MANAGEMENT
SATISFACTION

REWARDS COMMUNITY
PROGRAMS BUILDING
 P a g e | 17

1.2.STATEMENT OF THE PROBLEM

In the modern business world, Customers are the key players and they have to be
satisfied to retain the business. Every business man should concentrate in the relationship
with the customers, which helps them to attract the new customers into the business.
Services provided to the customers have to be evaluated and their problems should be
cured. In the recent years, the taste and preferences of the customers become different
due to the existence of more competitors. There is a definite need to know about the
customers and their needs. TickTrip.in is suffering on lack of customer support, variances
sales figures from regular customers.
 P a g e | 18

1.3.OBJECTIVES

PRIMARY OBJECTIVES

To know about the relationship between the customer and the company

SECONDARY OBJECTIVES

To know about the companys approach and their attitude on handling different
types of customers
To find out the customers perception and attitude towards service of the company
To find out the customer relationship officers knowledge about customers
expectation and their needs
To know about the potential problems of the customers
To know about the complaint management in TickTrip.in.
 P a g e | 19

1.4.SCOPE OF THE STUDY

One of the biggest problems is that any business can have to manage a good
relationship with their customers. This is especially true for all business where most
likely every customers need should be well known to the service provider. The bottom
line is that a good customer relationship management practices is essential to any
business. TICKTRIP.IN, is a tours & travels company is facing lack of customer
support, decrease in customer count and insufficient information about customer needs. It
is leading to instability customer retaining status. There are several competitors in the
industry. So they are in the compulsion to maintain their existing customers and to attract
new clients into their business. This made me to involve in this project to know about the
TickTrip.in services and this would help them to overcome from the problem.
 P a g e | 20

1.5. RESEARCH METHODOLOGY

INTRODUCTION

Research is defined as a Systematized Effort To Gain New Knowledge.

Research comprises defining and redefining problems, formulating hypothesis or suggest
solutions, collecting, organizing and evaluating data, making deductions and reaching
conclusions and at last carefully testing the conclusions to determine whether they fit the
formulating hypothesis. It refers to the systematic method consisting of enunciating the
problem, formulating a hypothesis, collecting the fact the data, analyzing the facts the
reaching certain conclusion and either in the form of solution towards the concerned
problem or in certain generalization for some theoretical formulation.

1.5.1. RESEARCH DESIGN

A research design is an arrangement of conditions for collection and analysis of

data in a manner that aim combine with relevance to the research purpose with economy
in procedure. The researcher had done descriptive research for studying the attitude of
the customer. A simple descriptive research design is used when data are collected to
describe persons, organizations, settings, or phenomena.

1.5.2. SAMPLE DESIGN

Sample design refers to the technique or the procedure the research would adopt
in selecting item for the sample. Probabilistic sampling design has been used to conduct
the research. Simple random sampling is adopted as sampling technique. It is also known
probability sampling where each and every item in the population has an equal chance of
inclusion in the sample and each one of possible samples in case finite universes, has the
same probability of being selected.

1.5.3. SAMPLE SIZE

The study contains a sample size of 100 customers of TickTrip.in.

 P a g e | 21

1.5.4.AREA OF THE STUDY

Sampling unit is the basic unit containing the elements of a target population. The
sampling unit of the study is only the customers of TickTrip.in. Population of this study
is the customers of TickTrip.in at coimbatore

1.5.5. PERIOD OF STUDY

The time period of the study is 6 months. Within the 6 months all research works
have been completed.

1.5.6. TOOLS FOR THE ANALYSIS

Simple percentage analysis

Percentage refers to special kind of ratio. Percentage are used to make a

comparison between two or more serious of data. The percentage method is some times
used for describing relationship. Since the percentage reduce everything to a common
comparison to be made.

Simple percentage analysis

= No of respondents/ Total no of respondents*100

Hypothesis:
Hypothesis means a mere assumption or some supposition to be proved or
disproved, hypothesis in two types
Alternative hypothesis (H1) - there is a significant relationship between
independent and dependent variable.
Null hypothesis (Ho)- there is no significant relationship between independent
and dependent variable.
 P a g e | 22

Chi- square Test method

The chi- square test is an important test among the several tests of significance
developed by statisticians. Chi- square symbolically written as xxx is a statistical measure
used in test of sampling analysis. It can be calculated using a formula.

(O-E) 2
2 = --------------
E

E = RT*CT/N

O = Observed frequency

E = Expected frequency

RT = Row total

CT = Column total

N = Total No. of observations.

Degree Of Freedom = (R-1)* (C-1) (at 5% significance level)

Where, R= No. of rows

C = No. of columns

If the calculated value is greater than the value, the hypothesis is rejected otherwise
accepted.

DATA COLLECTION METHOD

The data was collected from the both primary and secondary sources.

PRIMARY DATA

The primary data are those data, which are collected freshly for the first time, and
they are original in character. The researcher had collected primary data , which had
obtained by a study specifically designed to fulfill data needs of the problem at hand such
data are original as character. They are also follows.
 P a g e | 23

SECONDRY DATA

The secondary data as those which have been collected by some one else and
which have already been passed through the statistical process. the researcher uses
different sources to collect the datas such as company publications, business journals,
magazines, project reports, websites, etc.
 P a g e | 24

1.6.LIMITATIONS OF THE STUDY

The present study is limited to Coimbatore city only

The number of respondents are restricted to 100 only

As simple random sampling has been used it has its own limitations

The period of the study is limited to a period of 6 months.

Personal bias is possible because of direct questions.

 P a g e | 25

CHAPTER 2

2.1. COMPANY PROFILE

Nurtured from the seed of a single great idea - to empower the traveller - TickTrip.in
went on to pioneer the entire online travel industry in India. TickTrip.in has
revolutionised the travel industry over the years. This is the story of TickTrip.in, Indias
Online Travel Leader.

TickTrip.in, Indias leading online travel company was founded in the year 2000 by Deep
Kalra. Created to empower the Indian traveller with instant booking and comprehensive
choices, the company began its journey in the US-India travel market. It aimed to offer a
range of best-value products and services along with cutting-edge technology and
dedicated round-the-clock customer support.

After consolidating its position in the market as a brand recognised for its reliability and
transparency, TickTrip.in followed its success in the US by launching its India operations
in 2005.

With the foresight to seize the opportunities in the domestic travel market, brought on by
a slew of new airlines, TickTrip.in offered travellers the convenience of online travel
bookings at rock-bottom prices. Rapidly, TickTrip.in became the preferred choice of
millions of travellers who were delighted to be empowered by a few mouse clicks!

TickTrip.ins rise has been lead by the vision and the spirit of each one of its employees,
for whom no idea was too big and no problem too difficult. With untiring innovation and
determination, TickTrip.in proactively began to diversify its product offering, adding a
variety of online and offline products and services. TickTrip.in also stayed ahead of the
curve by continually evolving its technology to meet the ever changing demands of the
rapidly developing global travel market.
 P a g e | 26

Steadily establishing itself across India and the world, TickTrip.in simultaneously
nurtured the growth of its offline businesses like its franchises and affiliates
simultaneously, augmenting the brands already strong retail presence further.

Today, TickTrip.in is much more than just a travel portal or a famous pioneering brand -
it is a one-stop-travel-shop that offers the broadest selection of travel products and
services in India. TickTrip.in is the undisputed online leader, with its share of the travel
market extending to more than 50% of all online sales, a fact evinced by the trust placed
in it by millions of happy customers.

Remaining reliable, efficient and at the forefront of technology, TickTrip.ins

commitment and customer-centricity allows it to better understand and provide for its
customers diverse needs and wants, and deliver consistently. With dedicated 24x7
customer support and offices in 20 cities across India and 2 international offices in New
York and San Francisco (in addition to several franchise locations), TickTrip.in is there
for you, whenever and wherever.

TickTrip.ins Products:

International and Domestic Air Tickets, Holiday Packages and Hotels

Domestic Bus and Rail Tickets
Private Car and Taxi Rentals
MICE (Meetings, Incentives, Conferences & Exhibitions)
B2B and Affiliate Services

2.2. OTHER PRODUCTS

Ticktrip Business, a notable software companyswerving out its excellence in the areas of
consulting, development, staffing and web related services. The company is run under the
supervision of experienced staff for the enhancement into the viable form with colossal
potential.
They believe in making their own destiny as a matter of choice not by chance for running
the company with a positive approach. The company is established after a thorough set of
 P a g e | 27

background research by the skillful founders. The set of roles operated by the company
are:
Software Development and Maintenance.
Website Designing.
Product Development.
Internet Marketing.
Tourism

Web Designing :
They are free to ensure the following functionalities :
Logo Design for website.
Domain Registration.
Web space Allocation.
Mail Accounts.
Flash Banner.
Website Development.

Software Development :
Here we develop the software's pertained to the client business requirements.
Understanding the scope of business, we start analyzing the functionality and build the
prototype for the client to make clear the scope. Once sign-off by client we do start the
project development from database design, coding, testing and documentation. We do the
Support & Maintenance of the project once the site is made live.

Product Development :
They are into some products developed in prior for the direct integration into the clients
requirement
Internet Marketing :
Here, they do the all types of the Internet marketing, such as Search Engine Optimization,
Search Engine Marketing, and Social Media Optimization. SEO helps to make sure that a
website is effortlessly reached to by a search engine and this improves the likelihood that
 P a g e | 28

the site will be found easily by the search engines. Our SEO developers help to make
website appear in the top positions in most major search engines.
They generally follow the On-Page and Off-Page features to do this, and more in back
end link building with almost 150-160 search engines, And post information back end
linking to all the social networking sites. SEM helps to make sure that website and
business come visibly to all the customers through SMS, Email etc. This will make aware
to end customer about the business. SMO: Search Engine Optimization, our team
promote the business in all the major social networking portals, blogs, and forums to
make aware of the business to end customers.
Consulting

As a part of our Services, we the Ticktrip Business evaluate the business requirement
and provide comprehensive outputs in the fields of quality, ecommerce, management
and various other technology related solutions. The company also enriches its
technological skills in advance and accepts the clients requirement as a challenge
and put it up in getting more returns than expected.

The company inevitably looks over the clients constraint and work over the
improvement of the effectiveness and efficiency of the project by employing re-usable
software platforms and employ globalized initiatives for the attainment of the
intentions in a user friendly approach.

We invite the consultants to the company with a warm welcome and find solutions in
a clear way at a considerable budget understanding their requirements in short periods
with greater compatibility.
Development

Ticktrip Business majorly prioritize its role in developing software products pertaining
to varied utilities serving the growing demands of the patrons. This in turn adds in
molding the business perspective for huge lots of audience as per their notion. The
templates are provided with the design outlet and all the required options as that of a
ready to use tool for direct integration with highly accessible features.
 P a g e | 29

The globalized era entices every person for the fastest accessible products for saving
their time and money. So our company finds the first in promoting such services at all
times as per the economic status of the clients.
Products
HR and Payroll Processing
E-Commerce Applications
Tax Preparation & Processing
Job portals
Travel Portals
eFinance & Accounting
SMS Portals
Social Networking Portals
Shopping Cart Applications
Movie Ticket Booking
Cloud Hotel Booking Services
Classifieds & Business Directories
Matrimony or Dating sites
School Management System
Hospital Management System
Inventory Management System
Payment Gateway Integrations
 P a g e | 30

CHAPTER-3
CONCEPTS & REVIEW OF LITERATURE

CONCEPTS
Customer relationship management (CRM) is developing into a major element of
corporate strategy for many organizations. CRM, also known by other terms such as
relationship marketing and customer management, is concerned with creation,
development and enhancement of individualized customer relationships with carefully
targeted customers and customer groups resulting in maximizing their customer life time
value.
Industry leaders are now addressing how to transform their approach to customer
management. A new form of cross-functional marketing, i.e. CRM is replacing narrow
functionally based traditional marketing. The traditional approach marketing has been
continuously questioned in recent years. This approach emphasized on the management
of the key marketing mix elements such as service, price, promotion, and place within the
functional context of the marketing department.
The new CRM approach, while recognizing these key elements still need to be
addressed, reflect the need to create an integrated cross functional which focus on
marketing one which emphasizes keeping as well as winning customers. Thus the focus
is shifting from customer acquisition to customer retention and ensuring the appropriate
amount of time, money and managerial resources are directed towards these tasks.
The adoption of CRM is being filled by a recognition that long-term relationship with
customers is one of the most important assets of the organization and that information
enabled systems must be developed that will give them customer ownership.
Successful ownership will create competitive advantage, which result in improved
customer retention and profitability for the company.
 P a g e | 31

CRM an overview

Businesses today are continually looking for ways to achieve a competitive advantage.
Margins are shrinking, competition is increasing and industries are consolidating. While
customer expectation intensify for quality, service and delivery, businesses are reducing
staff and the same time searching for ways to arm employees with information to make
better decisions and innovate.
Customer is the most important asset in businesses. Consequently, applying some
management resources to improve the customers experience and maximize the profit,
potential of that asset is important. The concept of CRM as a strategy reflects the
business process and technology that can be combined to optimize revenue, profitability
and customer royalty.
The CRM market is evolving rapidly and is one of the fastest growing market
segments in application software .CRM has captured the mind share of senior executives
across a variety of industries. With a rapid growth of E-customer applications and the
increasing need to sell to and support customers through Internet, CRM solutions must
provide a focal point for all the customers- facing activities across the channels.

What is Customer Relationship Management?

It is a comprehensive approach that provides seamless coordination between

sales, customer service, marketing and field support and other customer touching
functions. CRM integrates people, process and technology to maximize
relationship with all customers including e-customers, distribution channels and
suppliers.

It is customer focused business strategy designed to optimize revenue,

profitability and customer royalty. By implementing a CRM strategy, an
organization can improve the business processes and technology solutions around
selling and marketing and servicing functions across all customer touch (for
example: web, e-mail, phone, fax, in- person).
 P a g e | 32

A primary objective of CRM is to provide the entire organization with a complete, 360
degree view of the customer, no matter where the information resides or where the
customer touch point occurred. Today, many businesses manage different customer
relationships with multiple information systems, which weaken customer service and
ultimate reduce total sales potential. To realize the benefits of CRM, it is important to
have an integrated solution across all customers information systems, tying together the
front and front offices for a complete view of the customers in order to serve them better.

Why is it necessary?
Many companies are turning to customer relationship management systems to better
understand customer wants and needs.
CRM applications often used in combination with data warehousing e-commerce
application and call-center, which allows companies to assess information about
customers useing history, preferences, complaints and other data so they can better
anticipate what customer will want. The goal is to instill greater customer loyalty.

Other benefits include:

The ability to provide faster response to customer inquiries.
Increase efficiency through automation.
Having a deeper knowledge of customers.
Getting more marketing of cross selling opportunities.
Identifying the most profitable customers.
Receiving the customer feedback that leads to new and improved service and
services.
Doing One to One marketing.
 P a g e | 33

WHY NOW?

What makes CRM appropriate for todays environment? While there are many number
of environmental factors and business advancement that impact and enable the real
importance for CRM in todays environment is competitive and differentiation. CRM
promises to be competitive and differentiation in todays environment. Organization
today is finding it difficult to compete on the basis of service. Technology advancement
has enabled the near immediate replication of service features and functions. It is just a
matter of weeks between a service launch and saturation of the market. Just think about
it, are there many services out there that are truly unique?

Price, which has traditionally been another basis of competitive differentiation, is

no longer a means for many to compete. Complex channel networks have caused parity
pricing. Promotion strategies have similarly lessened as a means of differentiation. Clubs
abound, special offer are the norm, and sales are continual.
Place of distribution has likewise become less influential in the success or failure
of a business. The Internet has created an avenue for even the smallest business to
compete.
While all these factors are still important, none of them can alone support the
success of most business. CRM the ability to provide a more meaningful sales and
service experience promises to be means of differentiating, of providing customers with a
reason to frequent your business rather than that of your competitors.
Ownership of customer relationship provides exponentially greater rewards than
differences in service, price, promotion or place of distribution could ever offer. All of
these factors can even be mitigated if you can serve as the one stop provider that can
identify. Quantify, and service customers need.
 P a g e | 34

Implementing CRM
If CRM involves optimizing service, price, place of distribution, promotion, sales and
service, why are so many companies struggling? Hasnt anyone really mastered the art
and science of CRM, and if not, why is it so difficult?

CRM is difficult because it is an enterprise-wide initiative.

CRM is not a technology initiative. Many have confused CRM as a technology
initiative, and assigned the CRM implementation project to their I.S or I.T group.
CRM conferences often equates to technology exhibits and demonstration.
Technology is needed in order to implement CRM, particularly the customization
part but technology is not the driver of CRM, or the solution to successful CRM
implementation

CRM is not exclusively a sales initiative. Similar to marketing, CRM is often lodged
within the sales department. The sales force, after all, is extremely close to their
customers, understanding their needs and wants, and trying to fulfill them. Sales,
however, is just one functional area that can benefit from CRM, and that is necessary
for effective CRM.
CRM is not exclusively a marketing initiative. Many organizations have merely
equated CRM with customer-focused marketing, or data-driven/database
marketing. CRM requires marketing expertise. But CRM is not strictly a
marketing initiative.

CRM is not exclusively a service initiative. As with sales and marketing,

customer service is one functional aspect of successful CRM implementation.
But customer service is not the sole driver of the process.

CRM involves marketing, sales, service and technology, as well as the other
inner workings of an organization.
Thus it is properly described as an enterprise-wide initiative. It involves all the
areas of the organization and all the functions of the organization and it requires
 P a g e | 35

all areas of the organization to be working together in harmony. CRM requires

all areas of the organization to not only exist in harmony, but to be working
toward the common goal of stronger relationships.

IMPORTANCE OF CRM
Value of CRM to business
A CRM strategy is designed to increase revenue and profitability by attracting
new customers, growing customer business, increasing customer satisfaction and
loyalty, enabling more efficient business processes and utilizing lower cost
technologies.
The primary goal of CRM is higher revenue, not cutting costs. A CRM solution
improves sales and marketing efforts and enables organizations to provide
superior service to customers. New customers are gained, and existing customers
are retained and use more in greater quantity. And customers benefits are
receiving superior customer service and getting the services and services they
want, when they want them.
An enterprise that does not have CRM strategy or use CRM applications is at a
competitive disadvantage.
Before engaging on a mission to implement a CRM strategy, it is critical to
determine what the specific objectives are and how to measure the return on
investment.
There are sobering statistics that over one-half of CRM implementations fail,
primarily due to lack of consensus on agreed upon and more importantly,
measurable goals. While objectives can address specific points of poor
performance-for examples low sales performance or customer satisfaction
scores-it is important that they also address supporting the entire customer life
cycle.
 P a g e | 36

REVIEW OF LITERATURE

Mr. V.Devarajan, MBA., a student of P.S.G. college of Arts & Science,

Coimbatore, Who did his M.B.A, in MARKETING in the year 1997, made a Study on
CUSTOMER RELATIONSHIP MANAGEMENT IN SBI and has suggested that the
frequency of conducting customer problem redressal programme should be made on
every month and evaluated with suggestions.

Mr. M.Ramakrishnan, a student of BHARATHIAR UNIVERSITY, who did

his post graduation in BUSINESS ADMINISTRATION in the year 1999, made Study
on EFFECTIVE CUSTOMER RELATIONSHIP MANAGEMENT in BHARATHIAR
UNIVERSITY and has suggested that improved follow up teams and appointing separate
personnel to solve the problems of the customers.

Mr. S.Prabakar, a student of Kongu Nadu college of Arts & Science,

Coimbatore who did his M.B.A., Marketing in the year 2002, made a Study on AFFECT
OF CRM PRACTICES IN MARKETING SAMSUNG SERVICES, has suggested that
the customers should be encouraged and offering small gifts affect the sales of the
services and the customers will be retained

Mr.Manimaran, 2005, MBA (MARKETING) has suggested that through

motivating the existing customers to get more business can be one of the modes to have
greater access or approachability. The motivation to the customers can be through gifts or
through any memento.

Mr.Srinivas, 2007 Batch a student of Pioneer College of Arts & Science

M.com has done a project titles A STUDY ON CUSTOMER RELATIONSHIP
MANAGEMENT IN KOTAK MAHINDRA BANK.. He has suggested that the Kotak
Mahindra Bank should chalk out some programs to create general awareness regarding
its presence and various services of the bank. More attention is required in distant located
firms and caters the needs of those commercial areas
 P a g e | 37

Ms.Janaki.A.K.T., PSG Institute of Management, 2006, has conducted a

research Good Customer relationship through customer satisfaction. The main
objective of this study is to analyse the customer relationship exist in the company and to
know about the reasons for the low sales of Vatika .This project helps to understand the
attitudes, preferences and aspirations of the different segments of consumers and achieve
success in the market.
 P a g e | 38

CHAPTER 4

DATA ANALYSIS AND INTERPRETATION

TABLE- 4.1
AGE OF THE RESPONDENTS

Age of the Respondents No. of respondents Percentage

21-25 23 23%
26-30 10 10%
31-40 43 43%
41 & Above 24 24%
Total 100 100

INTERPRETATION:

The above table shows that 23% of the respondents are in the age group of 21-25
years, 10% of the respondents are in the age group of 26-30 years, 43% of the
respondents are in the age group of 31-40 years and 24% of the respondents are in the age
group of above 41 years.

INFERENCE:
Majority of the respondents are in the age group of 31-40 years.
 P a g e | 39

CHART-4.1
AGE OF THE RESPONDENTS

Age of the Respondents

43%
45%
40%
35%
30% 23% 24%
25%
20% Age of the Respondents
15% 10%
10%
5%
0%
21-25 26-30 31-40 41 &
Above
 P a g e | 40

TABLE 4.2
GENDER OF THE RESPONDENTS

Gender No. of respondents Percentage

Male 86 86%
Female 14 14%
Total 100 100

INTERPRETATION:

The above table shows that 86% of the respondents are male and 14% of the
respondents are female.

INFERENCE:
Majority of the respondents are male.
 P a g e | 41

CHART-4.2
GENDER OF THE RESPONDENTS

Gender
86%
90%
80%
70%
60%
50%
Gender
40%
30%
14%
20%
10%
0%
Male Female
 P a g e | 42

TABLE 4.3
MARITAL STATUS OF THE RESPONDENTS

Marital Status No.of respondents Percentage

Married 33 33%
Unmarried 67 67%
Total 100 100

INTERPRETATION:
The above table shows that 33% of the respondents are married, 67% of the
respondents are unmarried

INFERENCE:
Majority of the respondents are unmarried.
 P a g e | 43

CHART-4.3
MARITAL STATUS OF THE RESPONDENTS

No.of respondents

33%

Married
67% Unmarried
 P a g e | 44

TABLE 4.4
EDUCATIONAL QUALIFICATION OF THE RESPONDENTS

Educational qualification No.of respondents Percentage

SSLC 17 17%
HSC 27 27%
ITI & Diploma 18 18%
UG 34 34%
PG 4 4%
Total 100 100

INTERPRETATION:
The above table shows that 17% of the respondents educational qualification is
SSLC, 27% of the respondents educational qualification is HSC, 18% of the respondents
educational qualification is ITI & Diploma, 34% of the respondents have completed their
UG degrees and 4% of the respondents are PG degree holders.

INFERENCE:
Majority of the respondents are UG degree holders.
 P a g e | 45

CHART-4.4
EDUCATIONAL QUALIFICATION OF THE RESPONDENTS

Educational qualification

PG 4%

UG 34%

ITI & Diploma 18% Educational qualification

HSC 27%

SSLC 17%

0% 10% 20% 30% 40%

 P a g e | 46

TABLE 4.5
MONTHLY INCOME OF THE RESPONDENTS

Monthly Income No.of respondents Percentage

Below 10,000 7 7%
10,000 15,000 14 14%
15,000 20,000 33 33%
Above 20,000 46 46%
Total 100 100

INTERPRETATION:
The above table shows that 7% of the respondents monthly income is below
10,000, 14% of the respondents monthly income is 10,000 15,000, 33% of the
respondents monthly income is 15,000 20,000, 46% of the respondents monthly income
is above 20,000.
INFERENCE:
Majority of the respondents monthly income is above 20,000.
 P a g e | 47

CHART 4.5
MONTHLY INCOME OF THE RESPONDENTS

Monthly Income

50% 46%

40% 33%

30%
Monthly Income
20% 14%
7%
10%

0%
Below 10,000 15,000 Above
10,000 15,000 20,000 20,000
 P a g e | 48

TABLE 4.6
RESPONDENTS OPINION ABOUT THE SERVICE OF TICKTRIP.IN

Service No.of respondents Percentage

Highly satisfied 15 15%
Satisfied 25 25%
Neither satisfied nor 53 53%
dissatisfied
Dissatisfied 2 2%
Highly disssatisfied 5 5%
Total 100 100

INTERPRETATION:
The above table shows that 15% of the respondents are highly satisfied on the
service provided by TickTrip.in, 25% of the respondents are satisfied on the service
provided by TickTrip.in, 53% of the respondents are neither satisfied nor dissatisfied on
the performance of TickTrip.in, 2% of the respondents are dissatisfied on the
performance of TickTrip.in and 5% of the respondents are highly dissatisfied on the
performance of TickTrip.in

INFERENCE:
Majority of the respondents are neither satisfied nor dissatisfied on the performance of
TickTrip.in.
 P a g e | 49

CHART 4.6

RESPONDENTS OPINION ABOUT THE SERVICE OF TICKTRIP.IN

Service

2% 5% Highly satisfied

15%
Satisfied

25%
Neither satisfied nor
53% dissatisfied
Dissatisfied

Highly disssatisfied
 P a g e | 50

TABLE 4.7

EXPERIENCE WITH TICKTRIP.IN

Experience with No.of respondents Percentage

TickTrip.in
1-3 years 42 42%
3-6 years 31 31%
Above 6 years 27 27%
Total 100 100

INTERPRETATION:
The above table shows that 42% of the respondents have 1-3 years of
experience with TickTrip.in, 31% of the respondents have 3-6 years of experience with
TickTrip.in and 27% of the respondents have above 6 years experience with TickTrip.in.

INFERENCE:
Majority of the respondents have 1-3 years of experience with TickTrip.in.
 P a g e | 51

CHART 4.7

EXPERIENCE WITH TICKTRIP.IN

No.of respondents
42%
45%
40%
31%
35%
27%
30%
25%
20% No.of respondents
15%
10%
5%
0%
1-3 years 3-6 years Above 6
years
 P a g e | 52

TABLE 4.8
RELATIONSHIP WITH TICKTRIP.IN

Relationship with No. of respondents Percentage

TickTrip.in
Very Good 26 26%
Good 28 28%
Moderate 23 23%
Bad 13 13%
Very bad 10 10%
Total 100 100

INTERPRETATION:
The above table shows that 26% of the respondents are having very good
relationship with TickTrip.in, 28% of the respondents are having good relationship with
TickTrip.in, 23% of the respondents are having moderate relationship with TickTrip.in,
13% of the respondents are having bad relationship with TickTrip.in and 10% of the
respondents are having very bad relationship with TickTrip.in.
INFERENCE:
Majority of the respondents are having good relationship with TickTrip.in.
 P a g e | 53

CHART 4.8
RELATIONSHIP WITH TICKTRIP.IN

Relationship with TickTrip.in

28%
30% 26%
23%
25%

20%
13%
15%
10%
10%

5%

0%
Very Good Good Moderate Bad Very bad
 P a g e | 54

TABLE 4.9
RESPONDENTS OPINION ABOUT TOUR PACKAGE

Tour Package No.of respondents Percentage

Very Good 35 35%
Good 31 31%
Moderate 24 24%

Bad 4 4%
Very Bad 6 6%
Total 100 100

INTERPRETATION:
The above table shows that 35% of the respondents felt that tour package of
TickTrip.in is very good, 31% of the respondents felt that tour package of TickTrip.in is
good, 24% of the respondents felt that tour package of TickTrip.in is Moderate, 4% of the
respondents felt that tour package of TickTrip.in is Bad and 6% of the respondents felt
that tour package of TickTrip.in is very bad.

INFERENCE:
Majority of the respondents felt that tour package of TickTrip.in is very good.
 P a g e | 55

CHART 4.9
RESPONDENTS OPINION ABOUT TOUR PACKAGE

Tour Package
4%
6%
35%
Very Good
24%
Good
Moderate
Bad
31%
Very Bad
 P a g e | 56

TABLE 4.10
RESPONDENTS PREFERENCE LEVEL ON TICKTRIP.IN

Preference Level No.of respondents Percentage

Very High 16 16%
High 23 23%
Moderate 44 44%

Low 9 9%
Very Low 8 8%
Total 100 100

INTERPRETATION:
The above table shows that 16% of the respondents preference level is very high,
23% of the respondents preference level is high on TickTrip.in, 44% of the respondents
preference level is Moderate on TickTrip.in, 9% of the respondents preference level is
low on TickTrip.in and 8% of the respondents preference level is very low on
TickTrip.in.

INFERENCE:
Majority of the respondents preference level is Moderate on TickTrip.in.
 P a g e | 57

CHART 4.10
RESPONDENTS PREFEREMCE LEVEL ON TICKTRIP.IN

Preference Level
44%
45%
40%
35%
30% 23%
25%
20% 16%
15% Preference Level
9% 8%
10%
5%
0%
 P a g e | 58

TABLE 4.11
RESPONDENTS OPINION ABOUT THE APPROACH OF THE MARKETING
EXECUTIVES

Approach of Marketing No.of respondents Percentage

Executives
Highly Satisfied 24 24%
Satisfied 7 7%
Neither Satisfied nor
dissatisfied 59 59%

Dissatisfied 4 4%
Highly dissatisfied 6 6%
Total 100 100

INTERPRETATION:
The above table shows that 24% of the respondents are highly satisfied with
Approach of the marketing executive, 7% of the respondents are satisfied with Approach
of the marketing executive, 59% of the respondents are neither satisfied nor dissatisfied
with Approach of the marketing executive, 4% of the respondents are dissatisfied with
Approach of the marketing executive and 6% of the respondents are highly dissatisfied
with Approach of the marketing executive.

INFERENCE:
Majority of the respondents are neither satisfied nor dissatisfied with Approach of
the marketing executive.
 P a g e | 59

CHART 4.11
RESPONDENTS OPINION ABOUT THE APPROACH OF THE MARKETING
EXECUTIVES

Approach of Marketing Executives

59%
60%
50%
40%
24%
30%
20% 7% 4% 6% Approach of Marketing
10%
0% Executives
 P a g e | 60

TABLE 4.12
RESPONDENTS OPINION ABOUT REFERRING OTHER TO USE
TICKTRIP.IN SERVICES

Referring others to use No. of respondents Percentage

Yes 30 30%
No 70 70%
Total 100 100

INTERPRETATION:
The above table shows that 30% of the respondents refer TickTrip.in to others
and 70% of the respondents have no idea to refer the TickTrip.in to others.
INFERENCE:
Majority of the respondents dont have idea to refer TickTrip.in to others.
 P a g e | 61

CHART 4.12
RESPONDENTS OPINION ABOUT REFERRING OTHER TO USE
TICKTRIP.IN

Referring others to use

30%

Yes
70% No
 P a g e | 62

TABLE 4.13
RESPONDENTS OPINION ABOUT HELP DESK

Help desk No.of respondents Percentage

Highly Satisfied 8 8%
Satisfied 16 16%
Neither Satisfied nor
dissatisfied 64 64%
Dissatisfied 9 9%
Highly dissatisfied 3 3%
Total 100 100

INTERPRETATION:
The above table shows that 8% of the respondents are highly satisfied on help desk
provided by TickTrip.in, 16% of the respondents are satisfied on the help desk provided
by TickTrip.in, 64% of the respondents are neither satisfied nor dissatisfied on the help
desk provided by TickTrip.in, 9% of the respondents are dissatisfied on the help desk
provided by TickTrip.in and 3% of the respondents are highly dissatisfied on the help
desk provided by TickTrip.in

INFERENCE:
Majority of the respondents are neither satisfied nor dissatisfied on the help desk
provided by TickTrip.in
 P a g e | 63

CHART 4.13

HELP DESK PROVIDED BY TICKTRIP.IN

Help desk
64%
70%
60%
50%
40%
30% 16%
20% 8% 9%
3%
10% Help desk
0%
 P a g e | 64

TABLE 4.14
RESPONDENTS OPINION ABOUT THE RESPONSE ON COMPLAINTS

Response on Complaints No.of respondents Percentage

Highly Satisfied 13 13%
Satisfied 8 8%
Neither Satisfied nor
dissatisfied 52 52%
Dissatisfied 15 15%
Highly dissatisfied 12 12%
Total 100 100

INTERPRETATION:
The above table shows that 2% of the respondents are highly satisfied on the
response to the customer complaints, 13% of the respondents are satisfied availability on
response to the customer complaints, 71% of the respondents are neither satisfied nor
dissatisfied on response to the customer complaints, 9% of the respondents are
dissatisfied the response to the customer complaints and 5% of the respondents are highly
dissatisfied the response to the customer complaints.

INFERENCE:
Majority of the respondents are neither satisfied nor dissatisfied the response to the
customer complaints.
 P a g e | 65

CHART 4.14

RESPONDENTS OPINION ABOUT THE RESPONSE ON COMPLAINTS

Response on Complaints
60%
50%
40%
30%
20%
10%
0% Response on Complaints
 P a g e | 66

TABLE 4.15
RESPONDENTS OPINION ABOUT THE AWARENESS ON TICKTRIP.IN

Awareness on No.of respondents Percentage

TickTrip.in
Friends 25 25%
Customer relationship
Officer 30 30%
Advertisement 23 23%

My own 22 22%
Total 100 100

INTERPRETATION:
The above table shows that 25% of the respondents have got awareness about
TickTrip.in from their friends, 30% of the respondents have got awareness about
TickTrip.in from the customer relationship officer, 23% of the respondents have got
awareness about TickTrip.in from the advertisement and 22% of the respondents have got
awareness about TickTrip.in from their own.

INFERENCE:
Majority of the respondents have got awareness about TickTrip.in from the
customer relationship officer
 P a g e | 67

CHART 4.15
RESPONDENTS OPINION ABOUT THE AWARENESS ON TICKTRIP.IN

Awareness on TickTrip.in
30%
30% 25%
23% 22%
25%
20%
15%
10%
5%
0%
Friends Customer Advertisement My own
relationship
Officer
 P a g e | 68

TABLE 4.16
MAIN MOTIVE TO USE TICKTRIP.IN SERVICES

Main Motive No.of respondents Percentage

Best communication
support 24 24%
Price of the tickets 13 13%
Terms of Payment 43 43%

Attractive Offers 11 11%

Good Service 9 9%
Total 100 100

INTERPRETATION:
The above table shows that 24% of the respondents main reason to use
TickTrip.in service is to get Best communication support, 13% of the respondents main
reason to use TickTrip.in service is price of the tickets, 43% of the respondents main
reason to use TickTrip.in service is terms of payment, 11% of the respondents main
reason to use TickTrip.in service is to get attractive offers and 9% of the respondents
main reason to use TickTrip.in service is because of Good service.
INFERENCE:
Majority of the respondents main reason to use TickTrip.in service is terms of
payment.
 P a g e | 69

CHART 4.16
MAIN MOTIVE TO USE TICKTRIP.IN SERVICES

Main Motive

9%
24%
11%

13%

43%
 P a g e | 70

TABLE 4.17
MODE FOLLOWED BY THE TICKTRIP.IN TO CONTACT RESPONDENTS

Mode of Contact No.of respondents Percentage

Phone 9 9%
Mail 7 7%
E-Mail 5 5%

Personal Visit 30 30%

Combinations of the
above 49 49%
Total 100 100

INTERPRETATION:
The above table shows that 9% of the respondents was contacted by TickTrip.in
through phone, 7% of the respondents was contacted by TickTrip.in through mail, 5% of
the respondents was contacted by TickTrip.in through e-mail, 30% of the respondents
was contacted by TickTrip.in through personal visit and 49% of the respondents was
contacted by TickTrip.in through combinations of all the mode.

INFERENCE:
Majority of the respondents was contacted by TickTrip.in through combinations of
all the mode.
 P a g e | 71

CHART 4.17
MODE FOLLOWED BY THE TICKTRIP.IN TO CONTACT RESPONDENTS

Mode of Contact
49%
50%
45%
40% 30%
35%
30%
25%
20% 9%
15% 7% 5%
10% Mode of Contact
5%
0%
 P a g e | 72

TABLE 4.18
NUMBER OF EXECUTIVE CONTACTED THE RESPONDENTS

Respondents Contacted by No.of respondents Percentage

One 40 40%
Two 39 39%
More than Two 21 21%
Total 100 100

INTERPRETATION:
The above table shows that 40% of the respondents were contacted by one
marketing executive, 39% of the respondents were contacted by two marketing
executives & 21% of the respondents were contacted by more than two executives
INFERENCE:
Majority of the respondents were contacted by one marketing executive
 P a g e | 73

CHART 4.18

NUMBER OF EXECUTIVE CONTACTED THE RESPONDENTS

Respondents Contacted by

21%
40%
One
Two
39% More than Two
 P a g e | 74

TABLE 4.19
RESPONDENTS OPINION ABOUT CONTINUING RELATIONSHIP

Continuing relationship No.of respondents Percentage

Yes 44 44%
No 56 56%
Total 100 100

INTERPRETATION:
The above table shows that 44% of the respondents are having an idea continue the
relationship with TickTrip.in and 56% of the respondents dont have any idea to continue
the relationship with TickTrip.in
INFERENCE:
Majority of the respondents dont have any idea to continue the relationship with
TickTrip.in.
 P a g e | 75

CHART 4.19

RESPONDENTS OPINION ABOUT CONTINUING RELATIONSHIP

Continuing relationship

44%

56% Yes
No
 P a g e | 76

TABLE 4.20
RESPONDENTS OPINION ABOUT THE INFORMATION GIVEN BY
MARKETING EXECUTIVES

Information No.of respondents Percentage

Highly Satisfied 11 11%
Satisfied 21 21%
Neither Satisfied nor
dissatisfied 53 53%
Dissatisfied 12 12%
Highly dissatisfied 3 3%
Total 100 100

INTERPRETATION:
The above table shows that 11% of the respondents are highly satisfied on
information given by marketing executives, 21% of the respondents are satisfied on the
information given by marketing executives, 53% of the respondents are neither satisfied
nor dissatisfied on the information given by marketing executives, 12% of the
respondents are dissatisfied on the information given by marketing executives and 3% of
the respondents are highly dissatisfied on the information given by marketing executives

INFERENCE:
Majority of the respondents are neither satisfied nor dissatisfied on the information given
by marketing executives
 P a g e | 77

CHART 4.20

RESPONDENTS OPINION ABOUT THE INFORMATION GIVEN BY

MARKETING EXECUTIVES

Information
60% 53%
50%
40%
30% 21%
20% 11% 12%
10% 3%
Information
0%
 P a g e | 78

TABLE 4.21
RESPONDENTS OPINION ABOUT HIS OPTIONAL

Having idea to change No.of respondents Percentage

company
Yes 45 45%
No 55 55%
Total 100 100

INTERPRETATION:
The above table shows that 45% of the respondents are having an idea change the
company and 55% of the respondents dont have any idea to change the company
INFERENCE:
Majority of the respondents dont have any idea to change the company
 P a g e | 79

CHART 4.21

RESPONDENTS OPINION ABOUT HIS OPTIONAL

Having idea to change company

45%

55% Yes
No
 P a g e | 80

TABLE 4.22
RESPONDENTS OPINION ABOUT HAVING RELATIONSHIP WITH
TICKTRIP.IN

Opinion about having No.of respondents Percentage

relationship
Prestigious 5 5%
Feeling Good 21 21%
Not Bad 58 58%
Happy 13 13%
Feeling Bad 3 3%
Total 100 100

INTERPRETATION:
The above table shows that 5% of the respondents are feeling prestigious on having
relationship with TickTrip.in, 21% of the respondents are feeling good on having
relationship with TickTrip.in, 58% of the respondents are feeling not bad on having
relationship with TickTrip.in, 13% of the respondents are feeling happy on having
relationship with TickTrip.in and 3% of the respondents are feeling bad on having
relationship with TickTrip.in
INFERENCE:
Majority of the respondents are feeling not bad on having relationship with TickTrip.in.
 P a g e | 81

CHART 4.22

RESPONDENTS OPINION ABOUT HAVING RELATIONSHIP WITH

TICKTRIP.IN

Opinion about having relationship

58%
60%
50%
40%
30% 21%
20% 13% Opinion about having
5% relationship
10% 3%
0%
 P a g e | 82

CHI-SQUARE TEST-4.a

CHI-SQUARE TABLE FOR AGE AND RESPONDENTS OPINION ABOUT

THEIR RELATIONSHIP WITH TICKTRIP.IN

Null Hypothesis : There are no differences between Age and respondents

opinion about their relationship with TickTrip.in
Alternative Hypothesis : There are differences between Age and respondents
opinion about their relationship with TickTrip.in

OBSERVED FREQUENCY
Very
Age Good Moderate Bad Very bad Total
Good
21-25 years 4 5 8 1 5 23
26-30 years 2 1 1 3 3 10
31-40 years 10 13 11 8 1 43
41 & Above
10 9 3 1 1 24
years
Total 26 28 23 13 10 100

EXPECTED FREQUENCY

Strongly Strongly
Age Agree Neutral Disagree
agree agree
21-25 years 5.98 6.44 5.29 2.99 2.30
26-30 years 2.60 2.80 2.30 1.30 1.00
31-40 years 11.18 12.04 9.89 5.59 4.30
41 & Above years 6.24 6.72 5.52 3.12 2.40
 P a g e | 83

FORMULA
X2 = (O - E)2/E
where O is the Observed Frequency in each category
E is the Expected Frequency in the corresponding category
df is the "degree of freedom" (n-1)

X2 is Chi Square

O E O-E (O-E) (O-E)/E

4.0 6.0 -2.0 3.9 0.7
5.0 6.4 -1.4 2.1 0.3
8.0 5.3 2.7 7.3 1.4
1.0 3.0 -2.0 4.0 1.3
5.0 2.3 2.7 7.3 3.2
2.0 2.6 -0.6 0.4 0.1
1.0 2.8 -1.8 3.2 1.2
1.0 2.3 -1.3 1.7 0.7
3.0 1.3 1.7 2.9 2.2
3.0 1.0 2.0 4.0 4.0
10.0 11.2 -1.2 1.4 0.1
13.0 12.0 1.0 0.9 0.1
11.0 9.9 1.1 1.2 0.1
8.0 5.6 2.4 5.8 1.0
1.0 4.3 -3.3 10.9 2.5
10.0 6.2 3.8 14.1 2.3
9.0 6.7 2.3 5.2 0.8
3.0 5.5 -2.5 6.4 1.2
1.0 3.1 -2.1 4.5 1.4
1.0 2.4 -1.4 2.0 0.8
Total 25.457

Significance Level
5%
Calculated Value
25.457
Degrees of Freedom
12
Table Value
21.03
 P a g e | 84

INTERPRETATION:

The calculated value is greater than the table value. If the calculated chi-square
value for the set of data (25.457) is more than the table value (21.03), reject the null
hypothesis. There is significant difference between the data sets that cannot be due to
chance alone. In this situation, the rejection of the null hypothesis means that the
differences between the expected frequencies and the observed frequencies are not due to
chance. That is, they are not due to chance variation there is real difference between
them.
 P a g e | 85

CHI-SQUARE TEST-4.b

CHI-SQUARE TABLE FOR AGE AND RESPONDENTS CLEAR KNOWLEDGE

ABOUT COMPANY OBJECTIVES

Null Hypothesis : There are no differences between gender and respondents

opinion about their relationship with TickTrip.in
Alternative Hypothesis : There are differences between gender and respondents
opinion about their relationship with TickTrip.in

OBSERVED FREQUENCY
Very
Gender Good Moderate Bad Very bad Total
Good
Male 23 26 19 12 6 86
Female 3 2 4 1 4 14
Total 26 28 23 13 10 100

EXPECTED FREQUENCY

Gender Very Good Good Moderate Bad Very bad

Male 22.36 24.08 19.78 11.18 8.60
Female 3.64 3.92 3.22 1.82 1.40

FORMULA
X2 = (O - E)2/E
where O is the Observed Frequency in each category
E is the Expected Frequency in the corresponding category
df is the "degree of freedom" (n-1)
 P a g e | 86

X2 is Chi Square

O E O-E (O-E) (O-E)/E

23.0 22.4 0.6 0.4 0.0
26.0 24.1 1.9 3.7 0.2
19.0 19.8 -0.8 0.6 0.0
12.0 11.2 0.8 0.7 0.1
6.0 8.6 -2.6 6.8 0.8
3.0 3.6 -0.6 0.4 0.1
2.0 3.9 -1.9 3.7 0.9
4.0 3.2 0.8 0.6 0.2
1.0 1.8 -0.8 0.7 0.4
4.0 1.4 2.6 6.8 4.8
Total 7.488

Significance Level
5%
Calculated Value
7.488
Degrees of Freedom
4
Table Value
9.49

INTERPRETATION:

The calculated value is lesser than the table value. If the calculated chi-square value for
the set of data (7.488) is lesser than the table value (9.49), accept the null hypothesis.
There is no significant difference between the data sets that can be due to chance alone.
In this situation, the acceptance of the null hypothesis means that the differences between
the expected frequencies and the observed frequencies are due to chance. That is, they are
due to chance variation there is no real difference between them.
 P a g e | 87

CHI-SQUARE TEST-4.c

CHI-SQUARE TABLE FOR EDUCATIONAL QUALIFICATION AND

RESPONDENTS OPINION ABOUT THEIR RELATIONSHIP WITH
TICKTRIP.IN

Null Hypothesis : There are no differences between educational qualificaion

and respondents opinion about their relationship with
TickTrip.in
Alternative Hypothesis : There are differences between educational qualificaion
and respondents opinion about their relationship with
TickTrip.in

OBSERVED FREQUENCY
Educational Very
Good Moderate Bad Very bad Total
Qualification Good
SSLC 5 7 2 1 2 17
HSC 7 11 7 1 1 27
ITI & Diploma 4 1 7 5 1 18
UG 9 9 6 4 6 34
PG 1 0 1 2 0 4
Total 26 28 23 13 10 100

EXPECTED FREQUENCY

Educational
Very Good Good Moderate Bad Very bad
Qualification
SSLC 4.42 4.76 3.91 2.21 1.70
HSC 7.02 7.56 6.21 3.51 2.70
ITI & Diploma 4.68 5.04 4.14 2.34 1.80
UG 8.84 9.52 7.82 4.42 3.40
PG 4.42 7.56 4.14 4.42 0.40
 P a g e | 88

FORMULA
X2 = (O - E)2/E
where O is the Observed Frequency in each category
E is the Expected Frequency in the corresponding category
df is the "degree of freedom" (n-1)

X2 is Chi Square

O E O-E (O-E) (O-E)/E

5.0 4.4 0.6 0.3 0.1
7.0 4.8 2.2 5.0 1.1
2.0 3.9 -1.9 3.6 0.9
1.0 2.2 -1.2 1.5 0.7
2.0 1.7 0.3 0.1 0.1
7.0 7.0 0.0 0.0 0.0
11.0 7.6 3.4 11.8 1.6
7.0 6.2 0.8 0.6 0.1
1.0 3.5 -2.5 6.3 1.8
1.0 2.7 -1.7 2.9 1.1
4.0 4.7 -0.7 0.5 0.1
1.0 5.0 -4.0 16.3 3.2
7.0 4.1 2.9 8.2 2.0
5.0 2.3 2.7 7.1 3.0
1.0 1.8 -0.8 0.6 0.4
9.0 8.8 0.2 0.0 0.0
9.0 9.5 -0.5 0.3 0.0
6.0 7.8 -1.8 3.3 0.4
4.0 4.4 -0.4 0.2 0.0
6.0 3.4 2.6 6.8 2.0
1.0 4.4 -3.4 11.7 2.6
0.0 7.6 -7.6 57.2 7.6
1.0 4.1 -3.1 9.9 2.4
2.0 4.4 -2.4 5.9 1.3
0.0 0.4 -0.4 0.2 0.4
Total 32.798
 P a g e | 89

Significance Level
5%
Calculated Value
32.798
Degrees of Freedom
16
Table Value
26.3

INTERPRETATION:

The calculated value is greater than the table value. If the calculated chi-square
value for the set of data (32.798) is more than the table value (26.3), reject the null
hypothesis. There is significant difference between the data sets that cannot be due to
chance alone. In this situation, the rejection of the null hypothesis means that the
differences between the expected frequencies and the observed frequencies are not due to
chance. That is, they are not due to chance variation there is real difference between
them.
 P a g e | 90

CHI-SQUARE TEST-4.d

CHI-SQUARE TABLE FOR AGE AND RESPONDENTS OPINION ABOUT THE

APPROACH OF THE MARKETING EXECUTIVES

Null Hypothesis : There are no differences between Age and respondents

opinion about the approach of the marketing executives
Alternative Hypothesis : There are differences between Age and respondents
opinion about the approach of the marketing executives

OBSERVED FREQUENCY
Neither
Highly Highly
Age Satisfied Satisfied nor Dissatisfied Total
Satisfied dissatisfied
dissatisfied
21-25 years 8 2 11 1 1 23
26-30 years 3 1 3 1 2 10
31-40 years 9 3 28 1 2 43
41 & Above
4 1 17 1 1 24
years
Total 24 7 59 4 6 100

EXPECTED FREQUENCY

Neither
Highly Highly
Age Satisfied Satisfied nor Dissatisfied
Satisfied dissatisfied
dissatisfied
21-25 years 5.52 1.61 13.57 0.92 1.38
26-30 years 2.40 0.70 5.90 0.40 0.60
31-40 years 10.32 3.01 25.37 1.72 2.58
41 & Above
5.76 1.68 14.16 0.96 1.44
years
 P a g e | 91

FORMULA
X2 = (O - E)2/E
where O is the Observed Frequency in each category
E is the Expected Frequency in the corresponding category
df is the "degree of freedom" (n-1)

X2 is Chi Square

O E O-E (O-E) (O-E)/E

8.0 5.5 2.5 6.2 1.1
2.0 1.6 0.4 0.2 0.1
11.0 13.6 -2.6 6.6 0.5
1.0 0.9 0.1 0.0 0.0
1.0 1.4 -0.4 0.1 0.1
3.0 2.4 0.6 0.4 0.2
1.0 0.7 0.3 0.1 0.1
3.0 5.9 -2.9 8.4 1.4
1.0 0.4 0.6 0.4 0.9
2.0 0.6 1.4 2.0 3.3
9.0 10.3 -1.3 1.7 0.2
3.0 3.0 0.0 0.0 0.0
28.0 25.4 2.6 6.9 0.3
1.0 1.7 -0.7 0.5 0.3
2.0 2.6 -0.6 0.3 0.1
4.0 5.8 -1.8 3.1 0.5
1.0 1.7 -0.7 0.5 0.3
17.0 14.2 2.8 8.1 0.6
1.0 1.0 0.0 0.0 0.0
1.0 1.4 -0.4 0.2 0.1
Total 10.070

Significance Level
5%
Calculated Value
10.070
Degrees of Freedom
12
Table Value
21.03
 P a g e | 92

INTERPRETATION:

The calculated value is lesser than the table value. If the calculated chi-square
value for the set of data (10.070) is lesser than the table value (21.03), accept the null
hypothesis. There is no significant difference between the data sets that can be due to
chance alone. In this situation, the acceptance of the null hypothesis means that the
differences between the expected frequencies and the observed frequencies are due to
chance. That is, they are due to chance variation there is no real difference between them.
 P a g e | 93

CHI-SQUARE TEST-4.e

CHI-SQUARE TABLE FOR AGE AND RESPONDENTS OPINION ABOUT THE

APPROACH OF THE MARKETING EXECUTIVES

Null Hypothesis : There are no differences between gender and respondents

opinion about the approach of the marketing executives
Alternative Hypothesis : There are differences between gender and respondents
opinion about the approach of the marketing executives

OBSERVED FREQUENCY
Neither
Highly Highly
Gender Satisfied Satisfied nor Dissatisfied Total
Satisfied dissatisfied
dissatisfied
Male 18 6 54 3 5 86
Female 6 1 5 1 1 14
Total 24 7 59 4 6 100

EXPECTED FREQUENCY

Neither
Highly Highly
Gender Satisfied Satisfied nor Dissatisfied
Satisfied dissatisfied
dissatisfied
Male 20.64 6.02 50.74 3.44 5.16
Female 3.36 0.98 8.26 0.56 0.84

FORMULA
X2 = (O - E)2/E
where O is the Observed Frequency in each category
E is the Expected Frequency in the corresponding category
df is the "degree of freedom" (n-1)
 P a g e | 94

X2 is Chi Square

O E O-E (O-E) (O-E)/E

18.0 20.6 -2.6 7.0 0.3
6.0 6.0 0.0 0.0 0.0
54.0 50.7 3.3 10.6 0.2
3.0 3.4 -0.4 0.2 0.1
5.0 5.2 -0.2 0.0 0.0
6.0 3.4 2.6 7.0 2.1
1.0 1.0 0.0 0.0 0.0
5.0 8.3 -3.3 10.6 1.3
1.0 0.6 0.4 0.2 0.3
1.0 0.8 0.2 0.0 0.0
Total 4.346

Significance Level
5%
Calculated Value
4.346
Degrees of Freedom
4
Table Value
9.49

INTERPRETATION:

The calculated value is lesser than the table value. If the calculated chi-square
value for the set of data (4.346) is lesser than the table value (9.49), accept the null
hypothesis. There is no significant difference between the data sets that can be due to
chance alone. In this situation, the acceptance of the null hypothesis means that the
differences between the expected frequencies and the observed frequencies are due to
chance. That is, they are due to chance variation there is no real difference between them.
 P a g e | 95

CHI-SQUARE TEST-4.f

CHI-SQUARE TABLE FOR EDUCATIONAL QUALIFICATION AND

RESPONDENTS OPINION ABOUT THE APPROACH OF THE MARKETING
EXECUTIVES

Null Hypothesis : There are no differences between educational qualificaion

and respondents opinion about the approach of the
marketing executives
Alternative Hypothesis : There are differences between educational qualificaion
and respondents opinion about the approach of the
marketing executives

OBSERVED FREQUENCY
Educational Strongly Strongly
Agree Neutral Disagree Total
Qualification agree agree
SSLC 5 2 8 1 1 17
HSC 9 3 13 1 1 27
ITI & Diploma 4 1 12 0 1 18
UG 5 1 24 1 3 34
PG 1 0 2 1 0 4
Total 24 7 59 4 6 100

EXPECTED FREQUENCY

Educational Strongly Strongly

Agree Neutral Disagree
Qualification agree agree
SSLC 4.08 1.19 10.03 0.68 1.02
HSC 6.48 1.89 15.93 1.08 1.62
ITI & Diploma 4.32 1.26 10.62 0.72 1.08
UG 8.16 2.38 20.06 1.36 2.04
PG 4.08 1.89 10.62 1.36 0.24
 P a g e | 96

FORMULA
X2 = (O - E)2/E
where O is the Observed Frequency in each category
E is the Expected Frequency in the corresponding category
df is the "degree of freedom" (n-1)

X2 is Chi Square

O E O-E (O-E) (O-E)/E

5.0 4.1 0.9 0.8 0.2
2.0 1.2 0.8 0.7 0.6
8.0 10.0 -2.0 4.1 0.4
1.0 0.7 0.3 0.1 0.2
1.0 1.0 0.0 0.0 0.0
9.0 6.5 2.5 6.4 1.0
3.0 1.9 1.1 1.2 0.7
13.0 15.9 -2.9 8.6 0.5
1.0 1.1 -0.1 0.0 0.0
1.0 1.6 -0.6 0.4 0.2
4.0 4.3 -0.3 0.1 0.0
1.0 1.3 -0.3 0.1 0.1
12.0 10.6 1.4 1.9 0.2
0.0 0.7 -0.7 0.5 0.7
1.0 1.1 -0.1 0.0 0.0
5.0 8.2 -3.2 10.0 1.2
1.0 2.4 -1.4 1.9 0.8
24.0 20.1 3.9 15.5 0.8
1.0 1.4 -0.4 0.1 0.1
3.0 2.0 1.0 0.9 0.5
1.0 4.1 -3.1 9.5 2.3
0.0 1.9 -1.9 3.6 1.9
2.0 10.6 -8.6 74.3 7.0
1.0 1.4 -0.4 0.1 0.1
0.0 0.2 -0.2 0.1 0.2
Total 19.609
 P a g e | 97

Significance Level
5%
Calculated Value
19.609
Degrees of Freedom
16
Table Value
26.3

INTERPRETATION:

The calculated value is lesser than the table value. If the calculated chi-square
value for the set of data (19.609) is lesser than the table value (26.3), accept the null
hypothesis. There is no significant difference between the data sets that can be due to
chance alone. In this situation, the acceptance of the null hypothesis means that the
differences between the expected frequencies and the observed frequencies are due to
chance. That is, they are due to chance variation there is no real difference between them.
 P a g e | 98

CHI-SQUARE TEST-4.g

CHI-SQUARE TABLE FOR RESPODENTS EXPERIENCE WITH TICKTRIP.IN

AND THE SERVICE OFFERED BY TICKTRIP.IN

Null There is no relationship between their experience with TickTrip.in and the
Hypothesis : opinion of respondents about their services when compared to others
Alternative There is no relationship between their experience with TickTrip.in and the
Hypothesis opinion of respondents about their services when compared to others

OBSERVED FREQUENCY

Experience Very Good Good Moderate Bad Very Bad Total

1-3 years 6 10 24 1 1 42
3-6 years 5 8 15 1 2 31
Above 6 years 4 7 14 0 2 27
Total 15 25 53 2 5 100

EXPECTED FREQUENCY

Experience Very Good Good Moderate Bad Very Bad

1-3 years 6.3 10.5 22.26 0.84 2.1
3-6 years 4.65 7.75 16.43 0.62 1.55
Above 6 years 4.05 6.75 14.31 0.54 1.35

FORMULA
X2 = (O - E)2/E
where O is the Observed Frequency in each category
E is the Expected Frequency in the corresponding category
df is the "degree of freedom" (n-1)
 P a g e | 99

X2 is Chi Square

O E O-E (O-E) (O-E)/E

23 14.7 8.3 68.89 4.69
14 13.02 0.98 0.96 0.07
2 10.08 -8.08 65.29 6.48
2 1.68 0.32 0.10 0.06
1 2.52 -1.52 2.31 0.92
7 10.85 -3.85 14.82 1.37
8 9.61 -1.61 2.59 0.27
12 7.44 4.56 20.79 2.79
1 1.24 -0.24 0.06 0.05
3 1.86 1.14 1.30 0.70
5 9.45 -4.45 19.80 2.10
9 8.37 0.63 0.40 0.05
10 6.48 3.52 12.39 1.91
1 1.08 -0.08 0.01 0.01
2 1.62 0.38 0.14 0.09
Total 21.541

Significance Level 5%
Calculated Value 21.541
Degrees of Freedom 8
Table Value 15.5

INTERPRETATION:

The calculated value is greater than the table value. If the calculated chi-square
value for the set of data (21.541) is more than the table value (15.5), reject the null
hypothesis. There is significant difference between the data sets that cannot be due to
chance alone. In this situation, the rejection of the null hypothesis means that the
differences between the expected frequencies and the observed frequencies are not due to
chance. That is, they are not due to chance variation there is real difference between
them.
 P a g e | 100

CHI-SQUARE TEST-4.h

CHI-SQUARE TABLE FOR AGE OF THE RESPODENTS AND OPINION

ABOUT THE RESPONSE ON COMPLAINTS

There is no differences between age and respondents opinion about the

Null Hypothesis : response on complaints
Alternative There is differences between age and respondents opinion about the response
Hypothesis on complaints

OBSERVED FREQUENCY
Neither
Highly Satisfied Highly
Age Satisfied Dissatisfied Total
Satisfied nor dissatisfied
dissatisfied
21-25 4 3 8 5 3 23
26-30 2 2 3 2 1 10
31-40 4 2 27 5 5 43
41 & Above 3 1 14 3 3 24
Total 13 8 52 15 12 100

EXPECTED FREQUENCY
Neither
Highly Satisfied Highly
Age Satisfied Dissatisfied
Satisfied nor dissatisfied
dissatisfied
Below 25yrs 2.99 1.84 11.96 3.45 2.76
25-35 yrs 1.3 0.8 5.2 1.5 1.2
35-45yrs 5.59 3.44 22.36 6.45 5.16
45 and above 3.12 1.92 12.48 3.6 2.88
 P a g e | 101

FORMULA
X2 = (O - E)2/E
where O is the Observed Frequency in each category
E is the Expected Frequency in the corresponding category
df is the "degree of freedom" (n-1)
Chi Square Value

O E O-E (O-E) (O-E)/E

4 2.99 1.01 1.0201 0.341
3 1.84 1.16 1.3456 0.731
8 11.96 -3.96 15.6816 1.311
5 3.45 1.55 2.4025 0.696
3 2.76 0.24 0.0576 0.021
2 1.3 0.7 0.49 0.377
2 0.8 1.2 1.44 1.800
3 5.2 -2.2 4.84 0.931
2 1.5 0.5 0.25 0.167
1 1.2 -0.2 0.04 0.033
4 5.59 -1.59 2.5281 0.452
2 3.44 -1.44 2.0736 0.603
27 22.36 4.64 21.5296 0.963
5 6.45 -1.45 2.1025 0.326
5 5.16 -0.16 0.0256 0.005
3 3.12 -0.12 0.0144 0.005
1 1.92 -0.92 0.8464 0.441
14 12.48 1.52 2.3104 0.185
3 3.6 -0.6 0.36 0.100
3 2.88 0.12 0.0144 0.005
Total 9.493

Significance Level 5%
Calculated Value 9.493
Degrees of Freedom 12
Table Value 21.03
 P a g e | 102

INTERPRETATION:

The calculated value is lesser than the table value. If the calculated chi-square
value for the set of data (9.493) is lesser than the table value (21.03), accept the null
hypothesis. There is no significant difference between the data sets that can be due to
chance alone. In this situation, the acceptance of the null hypothesis means that the
differences between the expected frequencies and the observed frequencies are due to
chance. That is, they are due to chance variation there is no real difference between them.
 P a g e | 103

5.1. FINDINGS

Majority of the respondents are in the age group of 31-40 years.

Majority of the respondents are male.
Majority of the respondents are unmarried.
Majority of the respondents are UG degree holders.
Majority of the respondents monthly income is above 20,000.
Majority of the respondents are neither satisfied nor dissatisfied on the
performance of TickTrip.in.
Majority of the respondents have 1-3 years of experience with TickTrip.in.
Majority of the respondents are having good relationship with TickTrip.in.
Majority of the respondents felt that tour package of TickTrip.in is very good.
Majority of the respondents preference level is Moderate on TickTrip.in.
Majority of the respondents are neither satisfied nor dissatisfied with Approach of
the marketing executive
Majority of the respondents dont have idea to refer TickTrip.in to others.
Majority of the respondents are neither satisfied nor dissatisfied on the help desk
provided by TickTrip.in
Majority of the respondents are neither satisfied nor dissatisfied availability of
showrooms
Majority of the respondents have got awareness about TickTrip.in from the
customer relationship officer
Majority of the respondents main reason to use TickTrip.in service is terms of
payment.
Majority of the respondents was contacted by TickTrip.in through combinations
of all the mode.
Majority of the respondents were contacted by one marketing executive
Majority of the respondents dont have any idea to continue the relationship with
TickTrip.in
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Majority of the respondents are neither satisfied nor dissatisfied on the

information given by marketing executives
Majority of the respondents dont have any idea to change the company
Majority of the respondents are feeling not bad on having relationship with
TickTrip.in.

CHI-SQUARE TEST-1
The calculated value is greater than the table value. If the calculated chi-square
value for the set of data (25.457) is more than the table value (21.03), reject the null
hypothesis. There is significant difference between the data sets that cannot be due to
chance alone. In this situation, the rejection of the null hypothesis means that the
differences between the expected frequencies and the observed frequencies are not due to
chance. That is, they are not due to chance variation there is real difference between
them.

CHI-SQUARE TEST-2
The calculated value is lesser than the table value. If the calculated
chi-square value for the set of data (7.488) is lesser than the table value (9.49), accept the
null hypothesis. There is no significant difference between the data sets that can be due to
chance alone. In this situation, the acceptance of the null hypothesis means that the
differences between the expected frequencies and the observed frequencies are due to
chance. That is, they are due to chance variation there is no real difference between them.

CHI-SQUARE TEST-3
The calculated value is greater than the table value. If the
calculated chi-square value for the set of data (32.798) is more than the table value (26.3),
reject the null hypothesis. There is significant difference between the data sets that cannot
be due to chance alone. In this situation, the rejection of the null hypothesis means that
the differences between the expected frequencies and the observed frequencies are not
due to chance. That is, they are not due to chance variation there is real difference
between them.
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CHI-SQUARE TEST-4
The calculated value is lesser than the table value. If the calculated chi-square
value for the set of data (10.070) is lesser than the table value (21.03), accept the null
hypothesis. There is no significant difference between the data sets that can be due to
chance alone. In this situation, the acceptance of the null hypothesis means that the
differences between the expected frequencies and the observed frequencies are due to
chance. That is, they are due to chance variation there is no real difference between them.

CHI-SQUARE TEST-5
The calculated value is lesser than the table value. If the calculated chi-square
value for the set of data (4.346) is lesser than the table value (9.49), accept the null
hypothesis. There is no significant difference between the data sets that can be due to
chance alone. In this situation, the acceptance of the null hypothesis means that the
differences between the expected frequencies and the observed frequencies are due to
chance. That is, they are due to chance variation there is no real difference between them.

CHI-SQUARE TEST-6
The calculated value is lesser than the table value. If the calculated chi-square
value for the set of data (19.609) is lesser than the table value (26.3), accept the null
hypothesis. There is no significant difference between the data sets that can be due to
chance alone. In this situation, the acceptance of the null hypothesis means that the
differences between the expected frequencies and the observed frequencies are due to
chance. That is, they are due to chance variation there is no real difference between them.

CHI-SQUARE TEST-7
The calculated value is greater than the table value. If the calculated chi-square value for
the set of data (21.541) is more than the table value (15.5), reject the null hypothesis.
There is significant difference between the data sets that cannot be due to chance alone.
In this situation, the rejection of the null hypothesis means that the differences between
 P a g e | 106

the expected frequencies and the observed frequencies are not due to chance. That is, they
are not due to chance variation there is real difference between them.
CHI-SQUARE TEST-8
The calculated value is lesser than the table value. If the calculated chi-square value for
the set of data (9.493) is lesser than the table value (21.03), accept the null hypothesis.
There is no significant difference between the data sets that can be due to chance alone.
In this situation, the acceptance of the null hypothesis means that the differences between
the expected frequencies and the observed frequencies are due to chance. That is, they are
due to chance variation there is no real difference between them.
 P a g e | 107

5.2. SUGGESTIONS
Customers preference level on TickTrip.in should be improved and the company
should take necessary steps to attract the customers through effective
advertisement.
The Marketing executives should be well trained to maintain a smooth
relationship with the customer and taught to sort out the problems of the
customers in a systematic manner.
The customer relationship manager or the marketing executives should take care
of the relationship with the customers.
Help desk of the company has to be improved and systematized.
The company may organize the customer relationship meeting to strengthen the
relationship with the customers.
Customer complaints should be frequently monitored and setting up a preventive
measures for similar type of complaints.
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5.3.CONCLUSION

In the Modern Business world, every business man tries to retain the customer
through effective customer relationship management. Particularly TickTrip.in should
concentrate in the customer relationship within the state and across the states. In this
study, it is assured that the customer relationship in the TickTrip.in will be improved and
promoted by educating the customer relationship officer.
Finally, TickTrip.in can able to identify the problems and sort the problems on
using this study. If the company has taken the choice of improvement, it should consider
the customer relationship management.
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APPENDIX - 6
6.1 QUESTIONNAIRE
1) Name (optional):
2) Age:
a) 21-25 b) 26-30 C) 31-40 d) 41 & Above
3) Gender:
a) Male b) Female
4) Marital Status:
a) Married b) Unmarried
5) Educational Qualification:
a) SSLC b) HSC d) ITI & Diploma e) UG f) PG
6) Monthly Income
a) Below 10,000
b) 10,000 15,000
c) 15,000 20,000
d) Above 20,000
7) How do you feel about the service provided by the TickTrip.in when compared to
other company services?
a) Highly Satisfied
b) Satisfied
c) Neither Satisfied nor dissatisfied
d) Dissatisfied
e) Highly dissatisfied
8) How long you are a customer to TickTrip.in?
a) 1-3 years
b) 3-6 years
c) Above 6 years
9) How do you feel about the relationship with TickTrip.in?
a) Very Good
b) Good
c) Moderate
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d) Bad
e) Very Bad

10) How do you feel about the tour package offered when compared to other company
services?
a) Very Good
b) Good
c) Moderate
d) Bad
e) Very Bad
11) In what level would you prefer the TickTrip.in services rather than other company
services?
a) Very High
b) High
c) Moderate
d) Low
e) Very Low
12) How do you feel about the approach of the marketing executives?
a) Highly Satisfied
b) Satisfied
c) Neither Satisfied nor dissatisfied
d) Dissatisfied
e) Highly dissatisfied
13) Would you like to refer others to use TickTrip.in services?
a) Yes
b) No
14) How do you feel about the help desk facility?
a) Highly Satisfied
b) Satisfied
c) Neither Satisfied nor dissatisfied
d) Dissatisfied
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e) Highly dissatisfied
15) How do you feel about the response from the company for your complaints?
a) Very Good
b) Good
c) Moderate
d) Bad
e) Very Bad
16) How do you come to know about TickTrip.in?
a) Friends
b) Customer relationship Officer
c) Advertisement
d) My own
17) What is your Main motive for being a customer of TickTrip.in?
a) Best communication support
b) Price of the tickets
c) Terms of Payment
d) Attractive Offers
e) Good Service
18) How did they contact you ?
a) Phone
b) Mail
c) E-Mail
d) Personal Visit
e) Combinations of the above
19) How many marketing executives of TickTrip.in have contacted you?
a) One
b) Two
c) More than two
20) Would you like to continue your relationship with TickTrip.in?
a) Yes
b) No
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21) How did you feel about the marketing executives information about the service?
a) Highly Satisfied
b) Satisfied
c) Neither Satisfied nor dissatisfied
d) Dissatisfied
e) Highly dissatisfied
22) Do you have any idea to change the company?
a) Yes
b) No
23) How do you feel about having an relationship with TickTrip.in?
a) Prestigious
b) Feeling Good
c) Not Bad
d) Happy
e) Feeling Bad
24) Give your suggestions to improve to the relationship with Customers

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6.2. REFERENCES

BOOKS
Marketing by
Philip Kotler
RSN Pillai Bhagavathi
Saxena
N.Rajan Nair and Sunith R Nair

Fundamental of business organization and management by

N.Mishra

Research methodology by
C.R. Kothari

Consumer behavior by
Leon G. Schiffman

WEBSITES
1. www.indiastudychannel.com