Tourism Department VARANASI CENTRE

In Partial fulfillment of the Requirement for the award of

“Bachelor Degree in Tourism

2011-012

Submitted To :- Submitted By :-

A.K Singh Nilesh Kumar Chaurasia

Project executed at

At Varanasi, Uttar Pradesh

Under the guidance of

DR. AK. Singh

Indira Gandhi National Open University

ACKNOWLEDGEMENTACKNOWLEDGEMENT

First of all I would thank to Almighty God and my parents for their precious

support and help towards this project.

I deem it a privilege and pleasure in submitting this project “” in Indore.

It was indeed a great feeling to do my project ,and I would like to specially thank

my Project Guide Dr.A.K.SINGH for guiding me at every step and making this

project a learning opportunity.

I would also like to let others know my sense of indebtedness towards ………. for

giving me an opportunity to undertake this project

DECLARATION

I hereby declare that this project entitled –“” in Varanasi, Submitted to Indira

Gandhi National Open University in partial fulfillment of the requirements of the

award of the degree Bachelor in Tourism is a record of original research work done

by me under the supervision and guidance of Professor A.K.SINGH faculty

Guide,

It is also hereby stated that this has not formed the basis of or the award of any

degree or any fellowship or any other similar title to any scholar in any university.

Date:- FEB/ 23/2011

Place:- Varanasi Name:- Nilesh Kumar Chaurasia

CONTENT

List of Content Page NoIntroduction 6

Resources Of Marketing In Varanasi 7

Study Of Title 18

CHAPTER –I :- Problem Formulation 19

i) Title Of The Study 20

ii) Background Of The Study 20

iii) Statement Of The Problem 22

iv) Limitation Of The Study 22

CHAPTER – II :- Research Methodology 23

i) Objectives Of The Study 24

ii) Scope Of The Study 24

iii) Research Design 24

iv) Tools of Data Collection 25

v) Methods Of Data Collection 25

CHAPTER – III :- Presentation And Analysis Of Data 26

CHAPTER – IV :- Interpretation And Recommendations 37

CHAPTER – V :- Conclusion 39

Bibliography 41

Annexure 42

INTRODUCTION

Varanasi also commonly known as Benares or Banaras  and Kashi , is a city

situated on the banks of the River Ganges in the Indian state of Uttar Pradesh,

320 kilometres (199 mi) southeast of state capital Lucknow. It is regarded as a holy

city by Buddhists and Jains, and is the holiest place in the world in Hinduism (and

center of the Earth in Hindu cosmology). It is one of the oldest continuously

inhabited cities in the world and probably the oldest in India

The Kashi Naresh (Maharaja of Kashi) is the chief cultural patron of Varanasi and

an essential part of all religious celebrations.[5] The culture of Varanasi is closely

associated with the River Ganges and the river's religious importance. The city has

been a cultural and religious centre in North India for several thousand years.

The Benares Gharana form of Indian classical musicdeveloped in Varanasi, and

many prominent Indian philosophers, poets, writers, and musicians resided or

reside in Varanasi, including Kabir, Ravidas Their Guru

SwamiRamanand, Trailanga Swami, Munshi Premchand, Jaishankar

Prasad, Acharya Shukla, Ravi Shankar, Girija Devi, Hariprasad Chaurasia,

and Bismillah Khan. Tulsidas wroteRamacharitamanas here, and Gautama

Buddha gave his first sermon at Sarnath located near Varanasi (Kashi).

Varanasi is home to four universities: Banaras Hindu University, Mahatma Gandhi

Kashi Vidyapeeth, Central Institute of Higher Tibetan Studies and Sampurnanand

Sanskrit University. Residents mainly speak Hindi and Kashika Bhojpuri, which is

closely related to the Hindi language. People often refer to Varanasi as "the city of

temples", "the holy city of India", "the religious capital of India", "the city of

lights", and "the city of learning."

Resources OF Marketing In Varanasi

Probably due to its unique culture, Varanasi is a major tourist destination for

foreign tourists in India. A number of 3, 4 and 5 star hotels like Taj Hotel, Radisson

hotel, clarks hotel, Ramada hotel, Hindustan International are present in the city, as

well as more efficient housing for Western student researchers. All sort of cuisines

are available mostly as street food due to rich and hospitable culture of Varanasi.

Varanasi is a noted centre for Banarasi silk weaving and brassware. Fine silks and

brocaded fabrics, exquisite saris, brassware, jewellery, woodcraft, carpets, wall

hangings, lamp shades and masks of Hindu and Buddhist deities are some of

Varanasi's shopping attractions. The main shopping areas include the Chowk,

Godaulia, Vishwanath Lane, Lahurabir and Thatheri Bazaar.Assi Ghat, a midway

point between Godaulia in the heart of downtown and youth culture of Benares

Hindu University, is the district where most young, foreign, long-term 

Sarnath

Sarnath (Hindi: सा�रना�थ)

or Sārnātha (also Mrigadava, Migadāya, Rishipattana,Isipatana) is the deer

park where Gautama Buddha first taught the Dharma, and where the

Buddhist Sangha came into existence through the enlightenment of Kondanna.

Sarnath is located 13 kilometres north-east of Varanasi, in Uttar Pradesh, India.

Singhpur, a village one km away from the site, was the birth place

of Shreyansanath, the eleventh Jain Tirthankar of the present age (Avasarpini), and

a temple dedicated to him, is an important Jain pilgrimage.

Isipatana is mentioned by the Buddha as one of the four places

of pilgrimage which his devout followers should visit, if they wanted to visit a

place for that reason.[1]

Holy City

Varanasi is one of the holiest cities and targets of pilgrimage for Hindus. As the

place whereSiddhārtha Gautama gave his first sermon to his disciples, Varanasi is

the city where Buddhism was founded. It is the birthplace

of Suparshvanath, Shreyansanath, and Parshva, who are respectively the seventh,

eleventh, and twenty-third Jain Tirthankars and as such Varanasi is a holy city for

Jains.Guru Nanak Dev visited Varanasi for Shivratri in 1507 and had an encounter

which with other events forms the basis for the story of the founding of Sikhism.

The city has a sizeable native Muslim population, it hosts the Roman Catholic

Diocese of Varanasi, and has a significant Jewish expatriatecommunity. Varanasi

is home to numerous tribal faiths which are not easily classified and many

denominations of the religions which are present.

Annie Besant worked in Benares to promote theosophy and founded the Central

Hindu College which later became a foundation for the creation of Benaras Hindu

University as a secular university.

As a place of pilgrimage for many faiths Varanasi continually hosts an unusually

rich diversity of religious practitioners and teachers who are not resident in the

city.

Culture

Varanasi's "Old City," the quarter near the banks of the Ganges, has crowded

narrow winding lanes that are flanked by road-side shops and scores of Hindu

temples. As atmospheric as it is confusing, Varanasi's labyrinthine Old City is rich

with culture, and a deservedly popular destination for travelers and tourists.[39] The

main residential areas of Varanasi (especially for the middle and upper classes) are

situated in regions far from the ghats; they are more spacious and less polluted.

Art and literature

Varanasi has its own culture of fine art and literature. Great Indian writers have

lived in this city from Kabir,Ravidas, Tulsidas who wrote much of his Ram Charit

Manas here, Kulluka Bhatt who wrote the best known commentary

of Manusmṛti here in 15th century[40] and Bharatendu Harishchandra, later writers

have beenJaishankar Prasad, Acharya Shukla, Munshi Premchand, Jagannath

Prasad Ratnakar, Devaki Nandan Khatri, Hazari Prasad Dwivedi, Tegh

Ali, Kshetresa Chandra Chattopadhyaya, Vagish Shastri, Baldev Upadhyaya,

Sudama Pandey (Dhoomil) and Vidya Niwas Mishra.

Art lovers and historians like Rai Krishnadasa, his son Anand Krishna, musicians

like Omkarnath Thakur,[41]Ravi Shankar, Bismillah Khan, Girija

Devi, Siddheshwari Devi, Lalmani Misra and his son Gopal Shankar Misra, N.

Rajam, Rajbhan Singh, Anokhelal,[42] Samta Prasad,[43] Kanthe Maharaj, M. V.

Kalvint, Sitara Devi, Gopi Krishna, Kishan Maharaj, Vikash Maharaj Rajan and

Sajan Mishra, Mahadev Mishra, Chhannulal Mishra and numerous others have

kept the city alive to the spiritual aspect of fine arts apart from their ability to

entertain. Numerous festivals are celebrated that preserve traditional styles of

classical and folk culture. All night, open music concerts like ones organised at

Sankat Mochan Temple, Hori Kajari and Chaiti Mela, Budwa Mangal, are annual

features that draw connoisseurs from all over.

Sushruta, the great surgeon and author of Sushruta Samhita, the Sanskrit text of

surgery, also lived in Varanasi.[44]

Museums

Jantar Mantar at Varanasi

Jantar Mantar is an observatory built by Maharaja Jai Singh, of Jaipur in the year

1737 is situated close to the Dashashwamedh Ghat, overlooking the ghats on the

Ganges.[45] Jai Singh was a great admirer of science and technology and he was

particularly passionate about astronomy. Before the commencement of

construction (of observatories) he sent scholars abroad to study the foreign

observatories. The emissaries returned with many manuals on astronomy. The

Jantar Mantar at Varanasi was built in line with Delhi, Mathura, Ujjain and Jaipur

observatories.

The Jantar Mantar was built to measure the local time, the Sun's declination,

altitude, the declination of stars, planets and to determine eclipses The Jantar

Mantar at Varanasi has several masonry instruments to record the motion, speed

and properties of stars and planets and study astronomy that are accurate and can

still be used efficiently today. The Jantar Mantar incorporates multiple structures

of unique form, each with a specialized function for astronomical measurement.

Archaeological museum

Archaeological museum, Sarnath is the oldest site museum of Archaeological

Survey of India. In order to keep the antiquities found from the site, a decision was

taken in 1904 by the Government to construct a site museum adjacent to the

excavated site at Sarnath. It was due to initiative of Sir John Marshall., the then

Director General of Archaeology in India, that this museum was created. The plans

were prepared by Mr. James Ramson, the then consulting Architect to the

Government of India. The building was completed in 1910 to house, display and

study the antiquities in their right perspective. The building forms half of a

monastery (Sangharam ) in plan.

There are five galleries and two verandahs on the museum to display the antiquities

ranging from 3rd century B.C.to 12th century A.D. found at Sarnath.

Bharat Kala Bhavan

Bharat Kala Bhavan, located inside the BHU campus, is an art and architecture

museum and houses a vast collection of paintings, Hindu and Buddhist sculptures

and other materials of archeological importance. The Bharat Kala Bhavan was

established in the year 1920 A.D. by Rai Krishandas. In the main hall of the Bharat

Kala Bhawan, there is a figure of a man standing on one leg and one hand on his

hip and lifting a mass of stone above his head, with one hand. The figure is said to

be of Lord Krishna, lifting Mount Govardhana. Many images in the Bharat Kala

Bhavan confirm to the existence of Krishna cult in Kashi in 15th and 16th century.

Bharat Kala Bhavan also has a great collection of miniature paintings from the

courts of Mughals and other Kingdoms and principalities. Some of the important

sections in the Bharat Kala Bhavan are Mahamana Malaviya gallery, Nicholas

Roerich gallery, Chhavi (Painting Gallery), sculpture gallery, Nidhi (Treasures)

gallery, sculpture gallery, archaeological gallery, decorative art gallery and

Banaras through ages gallery.

Ramnagar Fort

The Ramnagar Fort lies about 14 km. from Varanasi and is situated on the opposite

bank of river Ganges. It is the ancestral home of the Maharaja of Banaras.

Maharaja Balwant Singh built this fort-palace in the eighteenth century. The fort is

built in red sandstone. The Ramnagar fort has a temple and a museum within the

grounds and the temple is dedicated to Ved Vyasa, who wrote Mahabharata, the

great Indian epic. Legends have it that Ved Vyasa stayed here for a brief period.

The Ramnagar fort houses a museum displaying the royal collection which

includes vintage cars, royal palkies[clarification needed], an armory of swords and old guns,

ivory work and antique clocks. The Durga Temple and Chhinnamastika Temple

are also located at Ramnagar. A temple of Dakshin Mukhi Hanuman is there.

Inside the giant walls of the Ramnagar fort-palace, there is a big clock. This clock

not only displays year, month, week and day but also astronomical facts about the

sun, moon and constellation of stars. An interesting array of ornate palanquins,

gold-plated howdahs and weapons are some of the artifacts on display in the

Ramnagar fort-palace museum.

A rare collection of manuscripts, especially religious writings, is housed in

Saraswati Bhawan with the Ramnagar Fort. It includes a precious

handwritten manuscript by Tulsidas.[5] There are also many books illustrated in

the Mughal miniature style, with beautifully designed covers.[5]

Festivals

Ramlila

When the Dasara festivities are inaugurated with a colourful pageant Kashi Naresh

rides an elephant at the head of the procession.[5] Then, resplendent in silk and

brocade, he inaugrates the month long folk theatre of Ramlila at Ramnagar,

Varanasi.[5] The Ramlila is a cycle of plays which recounts the epic story of Lord

Rama, as told in Rāmacaritamānasa, the version of the Ramayana penned

by Tulsidas. The plays sponsored by the Maharaja, are performed in Ramnagar

every evening for 31 days.[5] On the last day the festivities reach a crescendo

as Rama vanquishes the demon king Ravana.[5] Maharaja Udit Narayan

Singh started this tradition of staging the Ramleela at Ramnagar in mid-nineteenth

century. This is very important to the river ganges ritual

Ramnagar

14 km. from Varanasi. This fort and its museum are the repository of the history of

the kings of  Benaras. Built in the 18th century Ramnagar fort has carved

balconies, open courtyards and picturesque pavilions. The Vidya Mandir museum,

inside the darbar hall has a wide range of old armours, antique clocks, medieval

costumes, gold & silver palanquins, silver Howdahs & jewellery on display. Rare

manuscripts & Mughal miniatures are among the museums prized collection.

Facility By U P Government

Varanasi has a wide range of accommodation from 5 Star deluxe down to budget.

Vindhyachal-Mirzapur, Chunar on the other hand, have limited accommodation.

UP TOURISM ACCOMMODATION

UPSTDC Tourism Bungalow, Parade Kothi, Opp. Cantt. Railway Station,

Varanasi. Tel.: 2208413,2208545

UPSTDC Hotel Janhavi, near Shastri Bridge, Mirzapur Tel.: 264262,263494

UPSTDC Yatri Niwas, Vindhyachal

Book UP Tourism accommodation on line:

log on to : www.up-tourism.com

Business Hours

Government offices (Monday to Saturday) are open from 10.00 to 17.00 hrs.

Shopping areas generally open from 10.00 to 20.00 hrs.

Tourist Information Offices

UP Government Tourist Office, Parade Kothi, Varanasi. Tel.: 2208162, 91-542-

2206638

UP Government Tourist Information Counter, Varanasi. Tel.: 2506670

Cantt. Railway Station (near Enquiry Office, Main Hall), Varanasi.

UP Govt. Tourist Office, Hotel Janhavi Campus, Tel.: 91-5442-221494, 223489

near Shastri Bridge, Mirzapur

TRAVEL INFORMATION

How to get there

Varanasi is the most convenient centre regarding Air, Rail and Road facilities for

Vindhya -Varanasi circuit.

AIR: The nearest Airport is Babatpur, 22km from Varanasi and 30 km from

Sarnath. Varanasi is connected with Delhi, Agra, Khajuraho, Kolkata, Mumbai,

Lucknow, Bhuvaneshwar and kathmandu with direct flights.

Air India. Tel.: 2340192.

Indian Airlines. Tel.: 2502527, 2502529

Jet Airways. Tel.: 2506555, 2506444

Sahara Airlines. Tel.: 2543094, 2501489

RAIL: Varanasi Cantt. and Mughal Sarai (16 km, one of the main railway stations

of Varanasi) are the important rail junctions, that link Varanasi with all major cities

of India.

Varanasi Railway Station. - Tel. : 131,139

Mughal Sarai Railway Station. - Tel. : 255703, 255782

ROAD: Varanasi, on HN2 from Kolkata to Delhi, NH7 to Kanya Kumari and

NH29 to Gorakhpur, is well connected with the rest of the country by good

motorable roads. Some of the major road distances are: Sarnath-10km, Chunar-35

km, Jaunpur-602 km, Vindhyacha-70 km, Allahabad-125 km, Ayodhya-140 km,

Bodhgaya-240 km, Patna -246 km, Lucknow-286 km, Khajuraho-405 km, Agra-

565 km.

 

Study of the Title

CHAPTER - 1

PROBLEM FORMULATION

1. Title Of The Study -

“A study on the Customer Satisfaction of the tourism

Industry in Varanasi and nearby areas”.

BACKGROUND OF THE STUDY:

The tourism-services sector is one of the most popular sectors in which developing

countries have made commitments (IDS 1999; Fletcher et al. 2002). By the end of

the eighth round of GATS negotiations, tourism-services had attracted schedules

from 97 of the 115 countries that participated (Fletcher et al. 2002). Some

researchers say this heavy subscription is partly because tourism-services in many

developing countries were already largely liberalized before 1994 (IDS 1999).

Despite this popularity, proponents of liberalization claim there are still many

barriers to trade in tourism-services that limit the further expansion and

contribution of the sector (Fletcher et al. 2002). Unlike restrictions to goods, these

trade barriers are less conspicuous and are typically domestic regulations,

legislation and administrative processes (Perrin et al. 2001; Fletcher et al. 2002).

Some of these barriers are: restrictions on entry visas and foreign currency;

restrictions on foreign ownership and investment; obstacles to hiring foreign

personnel; and administrative

regulations like economic needs tests, restrictions on transfer of funds and

repatriation of profits, exchange controls (Krumholz 1998; Fletcher et al. 2002).

Fletcher et al. argue that many developing countries implement these types of

restrictions because they regard tourism as an infant industry and are obligated to

protect their domestic companies. This can be problematic since what a

government views as a “necessary regulatory measure,” a foreign supplier may

view as a discriminatory trade barrier. Proponents also emphasize that all trading

partners stand to benefit

from liberalization of trade in tourism-services. They list the benefits as: expansion

of tourism activities; boosts in GDP and export earnings; job creation, particularly

in more stable and lucrative areas like business and convention travel; increased

foreign exchange earnings and foreign direct investment; increased focus on

quality and competitiveness; declining prices for consumers; transfer of

commercial knowledge and technology; boosts in government revenue; and spill-

over benefits to other related sectors such as financial services (Krumholz 1998;

Frayed and Fletcher 2002). All the same, some acknowledge

that the specific characteristics of a country—such as the level and type of tourism

development, the structure and diversification of the economy, its geography, and

institutions and social and political realities—could influence the extent of benefits

(Krumholz 1998). One of the most frequent consequences of trade liberalization in

tourism-services is its impact on domestic policy-making. Market access rules

control quantitative and legal restrictions, while the most favoured nation treatment

(MFN) and national treatment provisions require equal treatment of all member

states and service suppliers. Critics lament that these provisions of the GATS-

perhaps more than many other trade agreement—undermine national

governments’ ability to regulate tourism services and promote sustainable tourism

development (Honey 1999; Hoad 2002; Woodroffe and Joy 2002; Hochuli and

Pluss 2004–2005). It is widely recognized that, to effectively achieve sustainable

development objectives, governments may need to implement appropriate

regulatory mechanisms (Hoad 2002)

STATEMENT OF THE PROBLEM

Tourists from outside and abroad have a great impact on how people in tourism

industry behave towards them and researcher wants to know the level of their

satisfaction on the hospitality of the tourism sector particularly in Varanasi

LIMITATION OF THE STUDY

The followings were some of the limitations the researcher faced while conducting

the study:-

1. Since this project has been prepared for the for the tourism industry in Varanasi

and there were data collected from the customers of Varanasi city only, this study

is limited to small region.

2. Unavoidable errors while designing the questionnaire might have affected the

data collected.

3. This study has not been conducted over an extended period of time problems so

performance of industry is known only over a period of time could affect the

preferences.

CHAPTER- 2

Research Methodology

OBJECTIVE OF THE STUDY -

Primary Objective :

“Conduct a study to analyze the Customer Satisfaction in Varanasi on tourism

industry”.

Secondary Objective :

1. To reveal problem area, if any for tourism activities.

2. To suggest, what could be done further to improve its promotion.

SCOPE OF THE STUDY :

The scope of this research is limited to Varanasi and nearby places where

researcher has done the study and this study can be helpful to know the

promotional activities in these areas only it cannot be taken as reference for other

regions of state where conditions might be different for this product.

Research Design :

Descriptive research or Ex Post Facto research, the major purpose of descriptive

research is description of state of affairs as it exists at present. The main

characteristic of this research method is that researcher has no control over

variables and he can only report what has happened or what is happening, as the

research was to study and analyze the customer satisfaction, this study followed the

descriptive research design.

Tools of Data Collection :

Questionnaire, structured data collection tool was used to collect the data. The

researcher went to each of the tourist/Family and gave them the questionnaire to

fill according to their views. Data Source was primary data, collected through

questionnaire.

Method of Data Collection :- Face to face technique

Sampling & Sample Size :

Convenience sampling, is the sampling procedure which does not afford any basis

for estimating the probability that each item in the population being included in the

sample. 50 tourists were taken as a sample for this study.

Data analysis and Interpretation has been done by percentage analysis and cross

tabulation done on the SPSS software.

CHAPTER- 3

Presentation and Analysis of data

Analysis of Data collected from Customers

Analysis:-1Table - 1

Frequency Percent Valid PercentCumulative

Percent

Valid very often 10 33.3 33.3 33.3

Often 12 40.0 40.0 40.0

not too much 8 26.7 26.7 26.7

Total 30 100.0 100.0

Chart - 1

26.7 percent were coming less, the percentage very often this product is 33.3 and for those who

are often is 73.3 percent.

Analysis:-2

Table - 2

Frequency Percent Valid PercentCumulative

Percent

Valid Family and Friends

18 60.0 60.0 60.0

Internet 5 16.7 16.7 16.7

New Paper 3 10.0 10.0 10.0

Others 4 13.3 13.3 13.3

Total 30 100.0 100.0

Chart -2

It was found that 60% know by Family and Friends, 16.7% by internet, 10% by

News Paper, and rest of the 13.3% by other modes.

Analysis:- 3

Table - 3

Frequency PercentValid

PercentCumulative

Percent

Valid Yes 20 66.7 66.7 66.7

No 7 23.3 23.3 23.3

Can’t Say 3 10.0 10.0 10.0

Total 30 100.0 100.0

Chart - 3

66.7% of customers said that it is good, 23.3% said it is bad, 10% can’t express

Analysis:- 4 Table - 4

Frequency PercentValid

PercentCumulative

Percent

Valid Not Proper 2 6.7 25.0 25.0

Satisfactory 3 10.0 37.5 37.5

Good 3 10.0 37.5 37.5

Total 8 26.7 100.0

System 22 73.3

Total 30 100.0

Chart - 4

Out of 26.75% of the sample said it was not proper, 37.5% said it is satisfactory

and rest of 37.5% was good

Analysis:- 5

Table - 5

Frequency Percent Valid PercentCumulative

Percent

Valid No 18 36.0 36.0 36.0

Yes 32 64.0 64.0 64.0

Total 50 100.0 100.0

Chart -5

64% said that yes every rupee spent is worth and rest 34%

Refused to this

Analysis:- 6

Table - 6

Frequency PercentValid

PercentCumulative

Percent

Valid yes 5 16.7 16.7 16.7

no 25 83.3 83.3 83.3

Total 30 100.0 100.0

Chart – 6

16.7% said that there was some mischief done with them, rest83.3% said that no

about this

Analysis:- 7

Table - 7

Frequency PercentValid

PercentCumulative

Percent

Valid

no 19 38.0 38.0 38.0

yes 31 62.0 62.0 62.0

Total 50 100.0 100.0

Chart – 7

62% said food was good, rest 38% said it was not

Analysis:- 8

Table - 8

Frequency PercentValid

PercentCumulative

Percent

Valid Good 6 20.0 20.0 20.0

Average 15 50.0 50.0 50.0

bad 7 23.3 23.3 23.3

Can’t Say 2 6.7 6.7 6.7

Total 30 100.0 100.0

Chart - 8

50% of customers say it was average trip, 23.3% said it was bad experience,

20%said it was good, 6.7%rest cannot say about this issue.

Analysis:- 9

Table - 9

Frequency PercentValid

PercentCumulative

Percent

Valid yes 37 74.0 74.0 74.0

no 13 26.0 26.0 26.0

Total 50 100.0 100.0

Chart - 9

74% said that they will come again for visit, 26% denied to come again.

Analysis:- 10

Table - 10

Frequency Percent Valid PercentCumulative

Percent

Valid yes 35 70.0 70.0 70.0

no 15 30.0 30.0 30.0

Total 50 100.0 100.0

Chart - 10

70% of the people say that they will recommend rest 30% did not emphasize for

that.

Chapter- 4Interpretation and Recommendations

1. After analyzing the data several results have been found. It was observed that

the condition and response was above average for tourism.

2. The percentage of people getting proper hospitality is 50 percent which is quite

satisfactory but is to be improved by other means like proper knowledge and

profiling of the customers.

3. Most of the people know all about Varanasi is from their family and friends

which shows that social influence on people by their relatives but one cannot

ignore the importance of the internet and marketing resources like

advertisement, discount, traveling packages etc.

4. Employees are giving proper attention to the people but it is recommended that

as people from various areas are coming to Varanasi the employee should know

other linguistics and customs too to give the feel of home to them.

5. Most of the people are giving reference others to visit Varanasi which shows

the positive response from customers.

6. The overall performance of the industry shows satisfaction above average level

but it has been found in the study that some bad loopholes are there which are

diminishing the image of the place and has to be improved which are for

example. Bad behavior, theft, improper attendance towards customers etc.

7. It is recommended that government agencies, NGOs, Travel Agencies, Hotels,

Local people and Police should work together to make a pleasant visit for the

customers and then it would enhance the name and fame of the place and

country.

CHAPTER- 5CONCLUSION

The research about Varanasi city cannot be concluded easily as it is a vast topic

to study but for formal reasons the researcher is concluding the study as a part

which was done in a manner to give a glimpse about the tourism industry of

Varanasi

The researcher in this study has made all genuine efforts so as to

conduct this study, from the study the result indicate that there is

a positive attitude of tourists towards Varanasi city and they are

having quite satisfaction about it. The researcher gets a result

that is in line with the previous studies made on the subject.

Despite some loopholes other things are good but a lot has to be

done on this by the government and the local bodies. Without

everyone’s’ help and co-operation it will not be easy to achieve a

phenomenal growth in this area.

BIBLIOGRAPHY

1. Phillip Kotler “Marketing Management” 13th Edition, Pearson Prentice Hall

2.C.R. Kothari, “Research Methodology”, 2nd Edition

3.www.google.com

4.www.cdsco.org

5.www.marketreasearch.com

6. www.wikipedia.com

ANNEXURE

QuestionnaireDear Sir/Madam

I am Nilesh Kumar Chaurasia, Student of IGNOU, Varanasi Centre, Uttar Pradesh,

doing a titled project “A study on the Customer Satisfaction of the tourism

Industry in Varanasi and nearby areas” in Varanasi.

I kindly request you to give your valuable response which will help me in project.

All responses given by you will be used for academic purpose and be kept

confidential.

………………………………………………………………………………………………………

1. You have come Varanasi?

a) Very often

b) Often

c) Not too much

2. How you know about this place?

a) Internet

b) Family and friends

c) News Paper/ Magazines

d) Other

3. Are you getting proper facilities here?

a) Yes

b) No

c) Cannot say

4. Are hotels employees giving proper hospitality?

a) Not proper

b) Satisfactory

c) Good

d) Very good

e) Cannot say

5. Do you think that every rupee spent is worth of it?

a) Yes

b) No

c) Cannot say

6. Did you feel any misbehave/mischief/ here?

a) Yes

b) No

7. Food and other facilitating facilities were good?

a) Yes

b) No

c) Cannot say

8. Overall impression of you about this trip.

a) Good

b) Bad

c) Average

d) Cannot say

9. Do you want to come again to Varanasi?

a) Yes

b) No

10. Will you recommend others to come Varanasi for visit?

a) Yes

b) No

Thank You for Your Co-Operation