Services Marketing Presentation

8/6/2019 Services Marketing Presentation

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Services Marketing Project

On

-B y A sh ishG u p ta

S a i


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AEROEXPRESS - INTRODUCTION

Aeroexpress is an nonstop airport bus shuttle servicefunctioning in the city of Hyderabad, India.It is run by theGMR Group from and to the Hyderabad InternationalAirport.

Round the clock with frequency hourly and half-hourlyshuttles.

Aero Express service covers all corners of the city withconvenient locations for pick-up and drop-off.

The luggage area is within the bus, reclined seats for addedcomfort, electric plug-points to charge laptops & mobiles.

The bus also comes equipped with a flat panel TV forentertainment.


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INDUSTRY ANALYSIS

The bus industry has grown to a great extent and new typeof buses with better facilities have come up.

Buses take up over 90% of public transport in Indian cities,and serve as a cheap and convenient mode of transportfor all classes of society.

Development of infrastructure and more roads, more andmore people from the rural areas are also nowadaysavailing of the bus services.

Recent innovations, more buses are being introduced intothe market.

Liberalization of the Indian market and also the increase inthe commuter base, even foreign companies havestarted investing in the Indian bus industry.

The main domestic players in the bus industry in India areTata Motors, Ashok Leyland, Swaraj Mazda, and Eicher.


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ROLE OF TECHNOLOGY

Electronic signs display

Audible messages for those withvisual impairments.

Reduction of passengers'

waiting time at the time ofticketing.

Effective Managerial Controls.

Effective MaintenanceManagement of Vehicles.

Faster communication ofinformation.


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PLAYERS

APSRTC

MERU Cabs DOT Cabs

EASY Cabs


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TANGIBILITY SPECTRUM -AEROEXPRESS

TangiSalt

Soft Drinks


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TYPICAL SERVICE OFFERING

Expectations from buspassengers:

On-time schedule Safety

Reliable

Economical

Comfortable

Convenient Trained staff

Informative

Boot space for the luggage

Value for money

Customer satisfaction

Bundle of Benefits:

Value for money Security & Safety

A/C & Non-A/C option

Round the clock services


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SERVICE QUALITY DIMENSIONS

Service quality is customers thinking they're gettingbetter service than expected.


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CUSTOMERS INVOLEMENT IN

SERVICE DELIVERY:

Customers as Productive Resources

Customers as Contributors to Service Quality andSatisfaction


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SERVICE BLUEPRINT A service blueprint describes a service in enough detail to

implement and maintain it carefully.

Blueprint

PHYSICAL EVIDENCE

Customer

calls for

nearest

pick upoint

Customer

boarded

the bus at

the pick up


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SERVICE BLUEPRINT(Cont..)

Moments of Truth - AeroExpress:

Irregularity of services in theinitial days due to limited

buses. Less customer interaction

between management &customers.

Customer satisfaction levelwas minimal.

Congestion Of Traffic initiallydue to construction offlyovers.

Running successfully with 28buses on road therebycovering major junctions.

Added features improved

the value of the services . Customer Delighted.

Value Of Blueprinting aService:

Help you identify & optimizeyour interdependencies.

Flag likely points of servicefailure.

Facilitate strategic andtactical decision-making.

Guide the design of bothsimple & complex

services. Useful for redesigning

services.


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PHYSICAL EVIDENCE

For AEROEXPRESS theservicescape

Physical facility

Location

Ambient conditions

Interpersonal conditions

Aspects of theServicescape:

Need of WIFI for thebusiness people on move.

Entertainment whileshuttling to the airport

State of art design forpeople from every class.

Charging points forelectronic gadgets.

Skilled and trained staff tomaneuver people andproduct.

Dedicated and committedstaff.

Employee motivation todeliver satisfied service.


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WILD CARD ENTRY

Promotion: Word of mouth is its biggeststrength. It can emphasize on certainpromotional techniques like:

Hand outs in news papers

Advertisement on hoardings Advertising in the flight Airing advertisements on Radio & television Display hand outs in Hotels & other travel

agenciesTechnology: Intelligent Transport System (ITS) .


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INDUSTRY SECTION - SWOT ANALYSISSTRENGTHS Strong brand image &Quality Reliability

Superior transport services &Management is committed confident Round the clock services 24x7 Economical luxury State of art of technology Trained staff Sole decision makerSafety Covering all major routes

Standardized rate Word of mouth

WEAKNESSES

Limited shelters

-Semi literate staff No electronic display at bus shelters No online bus ticketing facility Number of buses Misuse of services by passengers .No shelters at remote areas

OPPORTUNITIES ( &Expansion of shelters within outside)Hyderabad Increase in fleet Provision of flight schedules in the bus Online ticket service Joint Venture Smart card system for frequent flyers

THREATSCompetitors Increase in fuel prices Political disturbances


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INDUSTRY SECTION(Cont..)

FUTURE OFAEROEXPRESS:

Plans of entering into aJoint Venture with GMR

group.

Extending bus services toairport from other citiesin AP.

Sustaining the brand

image.

Upgrading the technology.

ADVICE/SUGGESTION TONEW ENTRANT

Commitment

Investment

Government support

Attract foreign investors

Tie up with themanufacturers

Technical assistance


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CONCLUSION

The Era of transportation has made significantchanges in the public transit over the years. Modes of

transport has played in choosing the privileges. Industryplayers tend to adapt to the changes instantly andimplement the new methods for their survival in the game.

Aero express can be termed as a pioneer in the aboveaspects who has made every effort in providing andthereby winning the favor of its passengers. Let it be any

extended services , and aero express does it with ease.


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THANK YOU

........Any QUESTIONS

Services Marketing Presentation

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