a study of customer relationship management practices in madhya pradesh state tourism services
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ID: 180218
2010
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Abstract
The state-owned undertakings in India have been catering
to the needs of people in various forms. Madhya Pradesh (MP) is no
exception to it. To promote tourism in the state and serve people with various
offerings, Government of MP launched Madhya Pradesh State Tourism
Development Corporation (MPSTDC). It started with hotels and resorts at
various tourist spots in MP. It got tied up with many allied agencies for
promoting tourism in the state. In 1995, the new tourism policy was launched
to serve customers with add-on benefits. Later, they launched airconditioned
luxury buses for tourists and other passengers. People gave
warm response to this service. These bus services were considered to be
punctual and customer service oriented. The objective was to serve the
people with high level of comfort and safety. The corporation has achieved
this objective to a large extent. The research study is an attempt to determine
the factors that constitute the base of customer relationship management
(CRM) with respect to MP Tourism services. The study was conducted on
250 passengers using MP Tourism bus services. Comparison between
MPSTDC-owned bus services and private operator services of the same
category was done to measure their performance. The passengers’ point of
view was received and effectiveness of MP Tourism bus services was
determined on various parameters.
| Reference Key |
mehta2010theoreticala
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|---|---|
| Authors | ;Dharmendra MEHTA;Jitendra K. SHARMA;Naveen K. MEHTA |
| Journal | 2019 ieee 6th international conference on industrial engineering and applications, iciea 2019 |
| Year | 2010 |
| DOI |
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