IDEAS home Printed from https://ideas.repec.org/a/agr/journl/v4(545)y2010i5(546)p73-80.html
   My bibliography  Save this article

A Study of Customer Relationship Management Practices in Madhya Pradesh State Tourism Services

Author

Listed:
  • Dharmendra MEHTA

    (Vikram University, Ujjain (M.P.) India)

  • Jitendra K. SHARMA

    (IIBS Indore (MP) India)

  • Naveen K. MEHTA

    (The Institute of Chartered Accountants of India, New Delhi (India))

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.

Suggested Citation

  • Dharmendra MEHTA & Jitendra K. SHARMA & Naveen K. MEHTA, 2010. "A Study of Customer Relationship Management Practices in Madhya Pradesh State Tourism Services," Theoretical and Applied Economics, Asociatia Generala a Economistilor din Romania / Editura Economica, vol. 5(5(546)), pages 73-80, May.
    • Handle: RePEc:agr:journl:v:4(545):y:2010:i:5(546):p:73-80
    as

    Download full text from publisher

    File URL: http://store.ectap.ro/articole/468.pdf
    Download Restriction: no
    File URL: http://www.ectap.ro/articol.php?id=468&rid=62
    Download Restriction: no
    ---><---

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Maraj Rahman Sofi & Iqbal Ahmad Hakim, 2018. "Customer Relationship Management as Tool to Enhance Competitive Effectiveness: Model Revisited," FIIB Business Review, , vol. 7(3), pages 201-215, September.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:agr:journl:v:4(545):y:2010:i:5(546):p:73-80. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Mircea Dinu (email available below). General contact details of provider: https://edirc.repec.org/data/agerrea.html .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.