International Journal of Pure and Applied Mathematics

Volume 116 No. 20 2017, 171-177

ISSN: 1311-8080 (printed version); ISSN: 1314-3395 (on-line version)
url: http://www.ijpam.eu
Special Issue
ijpam.eu

A STUDY ON CUSTOMER PERCEPTION PROCESS OF MAKE MY TRIP LTD

1
S.Fabiyola Kavitha,2P.Dayakar,3Vivek Joshi
1
Associate Professor,2Professor,3Student
Department of Management Studies, BIST,BIHER,Bharath University, Chennai.
1
fabiyolakavitha.mba@bharathuniva.cin

1. Introduction ● To search the market for the consumer by which the

Customers Perception:
Client recognition and Satisfaction can be characterized
as providing or satisfying all needs or wishes, satisfying
conditions or fancies, or the condition of the mind
anything that makes a client feel satisfied or mollified.
The project is carried out on the customer’s perception of
the travel and tour company MakeMyTrip.
Travels and tourism:
Indian tourism has inconceivable potential for creating
business and procuring expansive totals of remote trade
other than giving a flip to the countrys general monetary
and social advancement. Much has been accomplished by
method for expanding air situate limit, expanding trains
and railroad network to imperative vacationer goals, four-
laning of streets associating vital visitor focuses and
expanding accessibility of settlement by adding legacy
inns to the inn business and empowering paying visitor
convenience. Be that as it may, a great deal more stays to
be finished[1-8]. Since tourism is a multi-dimensional
movement, and fundamentally an administration
industry, it would be vital that all wings of the Central
and State governments, private division and deliberate
associations end up noticeably dynamic accomplices in
the attempt to accomplish economical development in
tourism if India is to end up plainly a world player in the
traveler business
2. Objective
The objective of the study is to have a practical bright of
the working of the organization, its decision, its brief
historical background and its future prospects[9-13]. The
following can be said to be the major objectives of the
study.
1. Primary objective
To identify the customer need and the perspective
requirement of the customer.
2. Secondary objective
● To examine the customer need.
customer can get the services easily from the company
● To identify the areas of concern where the company
lack in promoting the customers perception
● To find out the corrective measures taken up by the
company to enhance its business with respect to
customers perception[14-16].
Scope of the Study
1. It gives information to prospective customer.
2. Help us gain independent knowledge about the
customer perception of the complete travel online
company.
3. The studies help companies to get additional
research information
4. It facilities evaluation of brand names and customers
satisfaction
3. Limitations
Follow set of limitations were encountered by research
during the research process:-
➢ The research topic for the project is new and
therefore, secondary data was retied upon including the
data collected from the internet together a bird’s eye view
of the entire industry. The research process may have
been biased of the content of the source is not
authenticated, as it is generally perceived.
➢ The research has an objective of suggesting an
alternative marketing strategy to creatures to access the
present market trends and position of radicalization in the
state[17-19].
➢ However the primary data research process had little
to offer on the current market operation of the company
and thus the researcher has relied upon the secondary
data available for preparing questionnaire and to know
the industry.
➢ Research was confined to the city of Gurgaon only.
➢ Response from customer may be a biased. One. So
as many as 100 respondents was surveyed.

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Need of Study: The sampling procedure can be of two types:

● Probable sampling
I have chosen the subject “A study on customer’s
● Non-probable sampling
perceptions with reference to MakeMyTrip” in a need to
understand the following points:
In this survey expert judgments sampling method can
1. To understand the need of analyzing the customer’s
perceptions of various resource management be used.
organization. Collecting the Information
2. To assess the industry’s progress through the
customers perception point of view of company. The information was collected from customer by
3. To understand the assessment of the company based personally asking them question and filling the
on the survey customer. questionnaire.
4. To understand the psychology of market observers
behind the customers perceptions analysis of ● Analyzing The Information
MakeMyTrip. The information available is analyzed in the form
of questionnaire.
Research Approach ● Presentation of Findings
Presentation of research in the company is on the basis of
The various ways of research approaches are:- findings and suggestions
● Observation research
● Survey research Analysis
● Focus group research
● Experimental research Data Analysis And The Interpretation
In this project the approach used was survey approach
because the main objective of our survey was to find out The data analysis and the interpretation are on the basis
the customer’s perception towards the sales promotion of the finding of the attitude of the customers and the
strategy of MakeMyTrip. trend of travel company market on MakeMyTrip and the
brand on which the customer response depends. The data
Sample Plan
is collected on 100 respondents.
Sample unit: MakeMyTrip,
Sample size: 100 customers
Table 1. Q. 1 Are you interested in registering with the
Field Work Area: Gurgaon Region MakeMyTrip travel company
Sampling Procedure
FEATURE NO.OF RESPONDENTS Percentage(%)
Yes 75 75%

No 25 25%

TOTAL 100 100%

Chart 1

Interpretation

From the above table is clearly shown that 75% of the respondents prefer to register with MakeMyTrip, 25% of
respondents do not want to register with MakeMyTrip[17-22]

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Table 2. Q. 2 Which out of the following features attracted you to choose the MakeMyTrip Company

FEATURE NO.OF RESPONDENTS Percentage(%)

Performance 55 55%
Company’s reputation 20 20%
Service Provide 25 25%

TOTAL 100 100%

Chart 2

Interpretation:
From the above table is clearly shown that 55% of the
respondents prefer Performance, 20% of respondents to
company reputation, 25 % of respondents to provides
easy access to agents service of MakeMyTrip

Table 3. Q. 3 In the given options which MakeMyTrip process is more expensive?

FEATURE NO.OF RESPONDENTS Percentage(%)

Internet 50 55%

CompanAgents 20 20%

Dealership 30 30%

TOTAL 100 100%

Chart 3

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 International Journal of Pure and Applied Mathematics Special Issue

Interpretation:
From the above table is clearly shown that 50% of the respondents say Internet is more expensive, 20% of respondents
say company agent, 30 % of respondents to provides easy access through dealers service of MakeMyTrip

Table 4. Q. 4 Which Travelling Booking minimizes the time period and helps to process quickly.

FEATURE NO.OF RESPONDENTS Percentage(%)

Consultancy 55 55%

Internet 23 22%

Agent 22 23%

TOTAL 100 100%

Chart 4

Interpretation:
From the above table is clearly shown that 55% of the respondents prefer Cnnsultancy, 23% of respondents to Internet,
22 % of respondents to agents service of MakeMyTrip .
Table 5.Q. 5 More organizations plan to increase the money spent on customer’s perception and satisfaction is good.
FEATURE NO.OF RESPONDENTS Percentage(%)

Yes 59 59%
No 41 41%
TOTAL 100 100%

Chart 5

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 International Journal of Pure and Applied Mathematics
Interpretation:
From the above table is clearly shown that 59% of the respondents prefer increase in plan, 41% of respondents do not
agree to increase plan[23-26].
:
4. Findings
➢ Customers are satisfied with the various travel offers
of MakeMyTrip, because it produces low cost and it
produces offers for middle class people.
➢ Television is important source for effective sales
promotion.
➢ Customers are using MakeMyTrip packages for
traval features.
➢ Customer generally buys offers for best package and
cost.
➢ Customers are satisfied with on line assistance of
MakeMyTrip which related with post delivery.
➢ Generally customers prefer to buy cars on the time
of occasion because at that time companies provide cash
discount and various offers.
➢ MakeMyTrip believes that their best brand can come
in light by the people.
Suggestion
1. The finance through loan facility should be given to
the middleclass people.
2. The advertisement interior design should change to
make customer attractive.
3. The number of dealers should be increased.
4. Events, campaigns and other demonstrations should
be done frequently.
5. The promotions should be made according to
customer’s perception.
6. The promotional strategy should help in changing
consumer’s mind and attracting them towards the
products.
7. On line assistance should be given and there
should be a 24 * 7 Helpline.
5. Conclusion
● My research in MakeMyTrip was a wonderful
experience in the field. I observed the employee’s
dedication to work and everyone were booming in right
spirit. Every small step is pre-planned well with good
team effort and guidance from higher authorities. The
employees are trained well by experienced officials
leading towards the success of organization.
● The study majority focusing towards customers, so
far that the showroom and the service station has taken
initiative steps to satisfy them by giving more offers,
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Special Issue
discount, etc., also the salesperson has to treat them as a
valuable asset by rendering proper service.
● From the whole analysis this has been concluded
that various people have car and most of the people use
to take cars from MakeMyTrip on line travel ompany.
The people are satisfied with the availability of
products and also happy with the sales promotion
strategy of MakeMyTrip on line travelcompany. The
perception of people is very much positive. So it is clear
that the customer’s perception towards the sales
promotion strategy of MakeMyTrip on line travel
company is very much positive, and whatever
suggestions are provided by customers if dealer will
implement than companies as well as dealer will get a
lot of profit.
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