A STUDY ON CUSTOMER LOYALTY TOWARDS LOGISTICS IN SAFE EXPRESS PRIVATE LIMITED
by
M.S ARUN KUMAR Register Number – 0891003 of SRI RAMAKRISHNA ENGINEERING COLLEGE, COIMBATORE – 641022 (AUTONOMOUS INSTITUTION, AFFILIATED TO ANNA UNIVERSITY COIMBATORE)
A PROJECT REPORT
Submitted to the DEPARTMENT OF MANAGEMENT STUDIES
in partial fulfillment of the requirements for the award of the degree of
MASTER OF BUSINESS ADMINISTRATION
ANNA UNIVERSITY COIMBATORE – 641 047 JUNE, 2010
2
BONAFIDE CERTIFICATE
STUDY Y ON CUST CUSTOM OMER ER Cert Ce rtif ifie ied d that that the the a proj projec ectt repo report rt titl title ed “A STUD LOYALTY TOWARDS LOGISTICS IN SAFE EXPRESS PVT LTD” is the bonafide
work of Mr. M.S ARUN KUMAR who carried out the research under my supervision. Certified further, that to the best of my knowledge knowledge the work reported reported herein does not from part of any other project.
Faculty Guide
DIRECTOR (Department of Management Studies)
Viva Voce Examination Held On
Internal Examiner
External Examiner
3
DECLARATION
STUDY ON CUSTOM CUSTOMER ER LOYALT LOYALTY Y This Th is is to ce cert rtif ify y that that the the proj projec ectt titl titled ed “A STUDY TOWA TO WARD RDS S
LOG LOGISTI ISTICS CS IN SAFE SAFE EXPR EXPRES ESS S
PVT PVT
LTD” TD”su subm bmit itte ted d
to the the
Depar De partme tment nt of Manag Manageme ement nt Studi Studies, es, Sri Ramak Ramakris rishn hna a Engin Engineer eering ing Colle College ge,, affiliated to Anna University; University; Coimbatore is an original record of project done by me, Department underr the supervisio unde supervision n of Mrs. V.VANAJA, Assistant Professor, and Department of Management Studies. Certified further, that to the best of my knowledge the
work reported herein does not from part of any other project.
Place: Coimbatore Date:
M.S ARUN KUMAR (0891003)
4
5
ACKNOWLEDGEMENT
I would like to thank Management, Principal, and Director of Sri Ramakrish Rama krishna na Eng Enginee ineerin ring g Coll College ege for givi giving ng me the opp opportu ortunity nity to carry out my project work. Also Also I wi wish sh to than thank k Dr Dr.K .K.C .Chi hitr tra, a, Di Dire rect ctor or,, De Depa part rtme ment nt of Manageme Mana gement nt Stud Studies, ies, Sri Rama Ramakrish krishna na Engi Engineer neering ing Coll College ege for the invaluable guidance throughout the project work. I am also g grateful rateful to my guid guide e faculty m member, ember, Pro Prof.V.Vanaja, f.V.Vanaja, Assi As sist stan antt Prof Profes esso sor, r, De Depa part rtme ment nt of Ma Mana nage geme ment nt St Stud udie ies s fo forr he herr valuable suggestion suggestion and guidanc guidance e leading to my successful completion of this project. I owe my bound less thanks to the project guide Mr.E.Karthik IT Head,
Safe
Express
Pvt
Ltd.,
Coimbatore
for
his
valuable
encouragement and proper timely advice. Last but not least I extend my grateful thanks to all my faculty member mem bers s of Dep Depar artme tment nt of Man Manage ageme ment nt Stu Studi dies es and my be belo loved ved parents.
6
EXECUTIVE SUMMARY In the current scenario logistics plays an important role in the
transfer of goods and services to the customers and logistics services provide pro vide a vari variety ety of ware warehou housing sing,, tran transpor sportati tation, on, and supply chai chain n manag man ageme ement nt ser servic vices. es. Th The e ser servic vices es off offer er that that cu custo stomiz mized ed prod product uct solu so luti tion ons s ca can n pe perf rfor orm m cu cust stom om,, cu custo stom m labe labeli ling ng,, an and d pa pack ckag agin ing g operations. Logistics forms the system that ensures the delivery of the produ pro duct ct in the en entir tire e sup suppl ply y pip pipeli eline. ne. Th This is in inclu cludes des tra transp nspor ortat tatio ion, n, packaging, storage and handling methods, and information flow. Safe Express was started in 1993. It started its business as a door do or-to -to-do -door or ser servic vice e in 19 1995 95 wit with h 4 route routes, s, 9 off office ices, s, 12 co conta ntain iner er mounted mou nted veh vehicle icles s and 20 emp employe loyees. es. Safe Safexpr xpress ess –Ind –India’s ia’s Lead Leading ing Logi Lo gist stic ics s
Co Comp mpan any y
is
re reno nown wned ed fo forr
its its
do doma main in ex expe pert rtis ise e
and
experienced manpower in the LSCM sector The study is conduct conducted ed with the main objective of understanding the demographic profile of the customers, service usage behavi beh avior or of the cu custo stomer mers s an and d lev level el of cus custom tomer er lo loyal yalty ty tow toward ards s safexpress.
7
The study is descriptiv descriptive e as the objectives and purpo purpose se is very clear. A sample of 100 respondents is drawn from the population based on convenience sampling method. The data is collected with the help of Specially Designed Questionnaire. The tools used for analysis are Percentage Analysis and mean score. The li limitations mitations are , the stud study y is llimited imited tto o the survey is restri restricted cted to the the cu custo stome mers rs of Sa Safe fe Ex Expr pres ess s Pv Pvtt ltd ltd an and d ti time me li limi mitt re rest stri rict cts s detailed deta iled sur survey vey work for thi this s particular particular topi topic c of
rese research arch and So Some me
customers have lack of time, so they may not communicate properly. Fr Fro om
the
fin findings
of
th the e
st stu udy
Dem emo ographic
profil ile e
of
respondents responden ts most of the respondent respondent’s ’s annual turnover is more than 25 Lakhs and followed by and in the service usage behavior and Majority (66%) of the respondents identified the safe express through friends And Relatives and (80 %) of the responde respondents nts are satisfied with the way of handling goods and (85%) are satisfied in the 3PL. From the Level of customer loyalty Majority of respondents is very much satisfied in clearance department and Majority (70%) of the respondents are excellent in risk coverage in safe express, Majority (62%) of the respondents is very much satisfied in transit days and Most (41%) of the respondents are very much satisfied in security system and Most (33%) of the respondents values people relationship ahead in short term goals.
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Also it reveals that the over all Satisfaction level of customers willl rec wil recom ommen mend d to other others s an and d sat satisf isfie ied d wit with h th the e ov over er all ser servi vices ces provided with the safexpress
TABLE OF CONTENTS CHAPTE R 1
CONTENTS
PAGE NO
INTRODUCTION
1. 1
Background
1. 2
2
3
4 5
1
1.3 1. 1.4 4 1.5 1.6 1.7
Review of literature Statement of the problem Ob Obje ject ctiv ives es of th the e st stud udy y Scope of the study Met eth hodolog logy Lim Limita tattion ions
1.8 Chapter scheme COMPANY PROFILE 2.1 His Histor tory y of the organ organiza izatio tion n 2.2 Man ana agem emen entt 2. 2.3 3 Or Orga gani niza zati tion on st stru ruct ctur ure e 2.4 Pr Prod oduct uct profi profile le and mar market ket po poten tentia tiall 2.5 Com Compet petiti itive ve str stren ength gth of the com compan pany y 2.6 Future plans 2.7 Description of various functional areas MICRO - MACRO ECONOMIC ANALYSIS 3.1 Industry position in Global Scenario 3.2 Industry position in Indian Scenario DATA ANALYSIS AND INTREPRETATION
Type of Express Express service Trustworthiness Trustwor thiness of goo goods ds handling Reasons for dissatisfaction Trustworthiness Trustwor thiness of Wareh Warehouse ouse facilit facility y
31 31 31 32
Reasons for dis-satisfaction
32
Client Handling
33
Risk Coverage
34
Employee Efficiency
35
Online track information
36
Trustworthiness Trustwor thiness of Thi Third-party rd-party Lo Logistics gistics
37
Reasons for dissatisfaction
37
Representative Ability
38
Responsiveness to Telephone / email
40
Handling & Packing
41
Clearance Department
42
Security System
43
Transit Days Days
44
10
Shipment Delivery on Doorstep
45
Logistics services of other companies
46
Switch over to other Logistics Services
46
Switch over to other companies.
47
Safe express deserves loyalty
47
28 29
Increase in loyalty
49
30
Value people & Short term goals
50
Recommendation to others.
51
Rating the overall services
51
Mean score
52
24 25 26 27
31 32 33
LIST OF CHARTS PAGE CHART NO. TITLE 4.1 Client Handling 4.2 Risk Coverage 4.3 Employee Efficiency 4.4 Online Track Information 4.5 Representative Ability 4.6 Responsiveness to Telephone / email
4.7 4.8 4.9 4.10 4.11 4.12 4.13
Handling & Packing Clearance Department Security System T Trransit Days Shipment Delivery Increase in Loyalty Safe express Value people & Short term goals
CHAPTERS
Chapter 1: INTRODUCTION 1.1
Background
NO 33 34 35 36 39 40
41 42 43 44 45 49 50
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1.2
Review o off L Liiterature
1.3
State atemen entt o off tth he P Prroblem lem
1.4
Objec ecttive ves sp pff th the e st stu udy
1.5
Scope of tth he study
1.6
Methodology
1.7
Limitations
1. 1.8 8
Ch Chap apte terr sc sche heme me (rep (repor ortt st stru ruct ctur ure) e)
Chapter 2: ORGANIZATION PROFILE 2. 2.1 1
Hist Histo ory of the the Or Orga gani niza zati tion on
2.2
Management
2.3
Organ aniizat atiion S Str tru uct ctu ure
2. 2.4 4
Pr Prod oduc ucts ts p pro rofi file le a and nd ma mark rket et po pote tent ntia iall
2. 2.5 5 2.6
Co Comp mpet etit itiv ive es str tren engt gth ho off tthe he co comp mpan any y Future plans
2. 2.7 7
De Desc scri ript ptio ion n of v var ario ious us ffun unct ctio iona nall ar area eas. s.
Indu Indust stry ry po posi siti tion on in glob global al sc scen enar ario io
3. 3.2 2
Indu Indust stry ry po posi siti tion on in Indi Indian an sc scen enar ario io
3. 3.3 3
Co Comp mpet etit itor ors s pr prof ofil ile e - a sn snap apsh shot ot
Chapter 4: DATA ANLYSIS AND INTERPRETATION Chapter 5: CONCLUSION i)
Results and Discussions
ii)
Considered recommendations
INTRODUCTION 1.1. Background
12
A multitude of companies today has already identified the need to create a loyal customer base and acknowledges that maintaining existing customers and extending business with them is significantly less expensive than acquiring new customers. Empirical proof of the proliferation of such customer loyalty efforts in the business world is e.g. provided in the form of loyalty programs, which many companies have installed during the past years by engaging in efforts aimed at creating customer loyalty, which in turn fosters financial success in monetary terms firms react to increasing competitive challenges.
Indian Supply Chain and Logistics Industry is more than USD 100 Billion in size and is the backbone of Indian Economy. In India the industry is growing at a rate of 8-10% annually and has been a crucial contributor in the growth and development of the Indian economy. In the near future, Traditional Logistics services like Transportation and Warehousing would continue to grow at a good rate. In addition, we expect strong Foreign Direct Investment inflows in the the Indi Indian an mar arke kets ts,, wh whic ich h wo woul uld d le lead ad to in incr crea ease sed d ma mark rket et opportunities for providers of Third-Party Logistics in India. Therefore, India Ind ia po posse ssesse sses s sub substa stant ntial ial op oppo portu rtuni nitie ties s for gro growth wth in the Su Supp pply ly Chain & Logistics industry in the coming years, notwithstanding the temporary jolt due to the economic slowdown slowdown.. Currently the annual logistics cost of the world is about USD 3.5 trillion. For any country, the annual logistics cost varies between 9% and 20% of the GDP, the figure for the US being about 9%. US-based Armstrong & Associates, Inc. tracks the issues and trends in the world logistics market and in the US logistics market, in particular, in their
13
annual surveys of top 25 global LSP.
Accordin According g to the firm, the
global logistics market sizes in 1992, 1996 and 2000 were USD 10 billion, USD 25 billion and USD 56 billion, respectively. In 2003 and 2004 20 04,, the co corr rresp espon ondi ding ng fig figur ures es wer were e USD 70 bil billio lion n an and d USD 33 333 3 billion, registering high growth rates. Though most of the large LSPs are headquartered in Europe, the US logistics market is the largest in the world capturing one-third of the world logistics market. In 2003, it was about USD 80 billion. In 2004, it grew to USD 89 billion, and in 2005, it registered an impressive growth rate of 16% to cross the USD 100 billion mark for the first time and reach USD 103.7 billion (Foster and Armstrong Armstrong,, 2004, 2005, 2006). However, considering the fact that the logistics market in the US is about 10% of its annual logistics cost (Foster and Armstrong, 2006), there is still immense potential for growth of 3PL in the US in particular, and in the world in general.
Since the beginning of the 1990s, customer loyalty has gained importance both in relationship marketing research and in business. In business, this can be attributed to changing market- and competitionenvironments. Due to a shift from a sellers’ to a buyers’ market and because of an increasing degree of globalization, most industries find themselves confronted with new challenges.
A loyal customer base represents a barrier to entry, a basis for a price pri ce premi premium um,, tim time e to res respo pond nd to co comp mpeti etito torr in inno novat vation ions, s, an and d a bulwark bulw ark aga against inst dele deleteri terious ous pri price ce comp competit etition ion.. Loya Loyalty lty is critical critical to
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brand volume, is highly correlated to market share, and can be used as th the e
basi sis s
of
predicti ictin ng
futu futurre
marke arkett
sh shar are e;
co con nse seq quentl tly, y,
understanding loyalty appears critical to any meaningful analysis of marketing strategy.
In the supplier-focused perspective, perspective, customer loyalty is seen as a bund bu ndle le of
me meas asur ure es
that that aim aim
at im impr prov ovin ing g
rela relati tion onsh ship ips s
wi with th
customers. The supplier is in the center of attention and the customer is only regarded as the factor at which success of customer loyalty becomes manifest. Here it becomes clear that this approach contains a conc co ncep eptu tual al de defi fici cit. t. It is th the e cu cust stom omer er wh who o ev even entu tual ally ly de deci cide des s on whether customer loyalty management is successful or not, because all activities undertaken by a supplier can only be geared at influencing customers to be loyal. A customer-focused perspective therefore has to be added to evaluate the success of customer loyalty management.
Within With in the cust customer omer-focu -focused sed pers perspect pective, ive, cust customer omer loya loyalty lty is conceptualized taking into account customers’ complex characteristics. These can either be approac approached hed as customers’ directly observabl observable e actions and/or take into account their attitudes and intentions. Since custo cus tomer mers’ s’ act actio ions ns are are direc directly tly influ influenc enced ed by the their ir att attitu itude des s an and d intentions, it is obvious that these have to be scrutinized to understand and manage loyalty.
15
The relationsh relationship-focused ip-focused perspective directly examines the re rela lati tion onsh ship ip be betw twee een n su supp ppli lier ers s
an and d cu cust stom omer ers. s. Ac Acco cord rdin ingl gly, y, the the
objectives of study in this perspective usually are buying behavior in re reta tail il co cont ntex exts ts an and d long long-t -ter erm m rela relati tion onsh ship ips s ma mark rked ed by freq freque uent nt interaction between suppliers and buyers in industrial contexts.
1.1 1. 1 Re Revi view ew of lite litera ratu ture re This section deals with the review of literatur literature e conducte conducted d in regard to the study. Martin sa al. (1998)1 in their study evaluated the qualitati qual itative ve and qua quantit ntitativ ative e diff differen erences ces in log logistic istics s and cou courier rier.. The objective of the study was to identify the customer loyalty in courier & logistics services in India. The data was collect from 170 customers in two groups: those under the age of 20 and those 65 and over. The impor imp ortan tantt qu quest estio ion n is loy loyalt alty y in ser servic vices es provi provide ded d in lo logis gistic tics s an and d courier. The results indicated that most of the service provided by the logistics company is satisfied by the customers. From the findings of the study known that most of the customers are loyalty in logistics services provided in the India. Paul Joseph Raj. (2001)2 in their study evaluated the customer satisf sat isfact actio ion n in logi logisti stics, cs, pr prov ovide ided d by th the e var vario ious us co comp mpani anies. es. Th The e objec ob jectiv tive e of the stu study dy was to ident identify ify the the cu custo stome merr sat satisf isfact actio ion n in 1
Martin sa al. (1998) “A Study on Qualitative and quantitative analysis of logistics services in India & loyalty towards in logistics. 2
Paul Joseph Raj,“A Study on Customer Satisfaction in Logistics , provide by the various companies in India.
16
logistics services. The data was collected from 150 responde respondents, nts, under the age from 20 to above 65.From the findings of the study, most of the customers are satisfied with the service provided in the logistics. From the findings of the study, known that, few customers are neutral in services providing quick in delivery. William M. Weilbache Weilbacherr (2006)3 evaluates in her study s tudy compari comparison son of Indian Logistics & Foreign logistics Services. The objective of the is to find out the level of usage in the logististics services in India as well as in globally. The data is mostly collected as secondary data. The scope scop e of the stud study y is bro broad ad in nat nature. ure. From the find finding ings s of the stud study y most of the users are very much satisfied in logistics services provided in all all the the as aspe pect cts, s, the the sa sati tisf sfac acti tion on leve levell is ve very ry mu much ch sa sati tisfi sfied ed in logistics services in India, on concluding that, logistics are very much useful in all the categories. Rathore Singh (2006)4, in their study evaluated the impact of logistics services in India, The main objective of the study is to identify the problems in logistics services, and to know about the customers loy loyalty lty in the the logist stiics usa sag ge, the data ata is co colllect ected fro from 100 respondents under the age from 22 to above 60, From the findings of the
st stu udy,
most
of
the
resp spo ondents
are
satisf sfiied
with
the
transpor tran sportati tation, on, in tran transit, sit, Insu Insuranc rance e cov cover er pro provid vided ed by the log logistic istics s company. Few respondents dissatisfied with the warehouse and the online tracking information. On concluding that the logistics services are useful in all aspects.
Robertso Robertson. n. Eliza (2003)5, in their study on Customer preference
in th the e Co Cou urie rier and th the e logist stiics Servi vice ces, s, The stu study used an 3
William M. Weilbacher, “A study on Comparison of Indian Logistics and Foreign Logistics. 4
Rathore Singh, “A Study on Impact of Logistics Services in India with special reference to the North India & South India. 5
Robertson .Eliza, “Customer Preference in the logistics services”, International journal of Logistics, vol 25(1), pp.71-86.
17
experi exp erimen mental tal de desig sign n in wh which ich cer certai tain n grou groups ps of par partic ticipa ipants nts we were re exposed to a logistics to identified it well, The objective of the study is to identify the customer preference in the logistics services. From the findings of the study few customers are dissatisfied with damage of goods when in transit , most of the customers are very much satisfied in the logistics services provided. The result was that the respondents are well aware in choosing the logistics company. Prof.P.R.S.Sharma Prof.P.R.S.S harma (2006)6, A Stud tudy on Cu Currrent Scen enar ariio of Logistics service Iin India, The objective of the study is , to know the current scenario of the logistics services , and to identify well and measur mea sured ed by usi using ng the qu quant antita itativ tive e and qua quali litat tative ive
an analy alysis sis.. Th The e
surv su rvey ey wa was s co coll llec ecte ted d mo most stly ly fr from om the the se seco cond ndar ary y da data ta as we well ll as primary data; the data is collected from the 75 respondents. From the findings of the study the Indian logistics is pretty good in nature and respondents are well aware of the logistics service providers’. Paul E. Hendry et al. (2008)7, in their study under stand the Bran Br and d Re Reca call ll Ga Gati ti Br Bran and d in Lo Logi gist stic ics s an and d Ca Carg rgo o Ne Need eds, s, Th The e ma main in objective if the study is to identify the brand strategy in Gati , in cargo needs as well in logistics services. The data is collected from the 150 respondents responden ts from the Gati, most of the responden respondents ts in the age from 22 to above 65, from the findings of the study most of the respondents are well aware and satisfied towards Gati cargo and logistics services. Pr Prof of.A .Aja jay y Sh Shar arma ma (200 (2006) 6)8, evaluated in their research investigated in supply chain management and competitive marketing strat str ateg egy y of ma majo jorr co cour urie ierr an and d ca carg rgo o se serv rvic ices es in In Indi dia, a, Th The e ma main in objective of the study is to identify the marketing strategy evaluated, 6
Prof.P.R.S.Sharma, “A Study on Current Scenario of Indian logistics”, International journal of Logistics, vol 28(1), pp.61-86. 7
Paul E. Hendry et al , A Study on Brand recall of Gati Logistics and Cargo services 8
Prof.Ajay Sharma , ‘ A Research in Supply chain chain Management and Competitive Marketing Strategy of Major Courier and Cargo services se rvices in India.
18
the the da data ta is mo most stly ly co coll llec ecte ted d fr from om the the se seco cond ndar ary y da data ta.. From From the the findings of the study most of the respondents are satisfied with the marrket ma etin ing g
st strrat ateg egy y
by
the
ca carg rgo o
ser erv vic ice e
provided ed,,
and
few few
respondents are in not agree with the marketing. Pete Pe terr R. Dr Drak ake e et al. al. (200 (2004) 4)9, in the their ir stu study dy in inve vesti stiga gates tes th the e impact of Logistics services in globally, the main objective of the study is to identify the problems faced in the logistics services by the users, the data is collected from the 100 respondents, from the findings of the study most of the respondents are neutrally aware of the logistics services provided in domestically, and most of the respondents are very much satisfied in the logistics services provided globally. Prof.Srikanth.Gupta Prof.Srik anth.Gupta (2008)10, in their study Customer perception towards logistics services provided in India, The main objective of the study is to identify the customer perception towards logistics services, The data is collected from the 100 responde respondents, nts, secondar secondary y data is been be en co coll llec ecte ted d mo most stly ly , fr from om the the find findin ings gs of the the stud study y , so some me respondents are not satisfied with the services provided and few are neut ne utra rall lly y sa sati tisf sfie ied d in it. it. Co Conc nclu ludi ding ng that that th the e cu cust stom omer ers s are are we well ll satisfied in cargo services.
9
Peter R.Drake et al, “ The Study Study on Impact of logistics logistics services in global”
10
Prof.Srikanth Gupta, “A Study on customer perception towards Logistics services provided in India.
19
1.3 STATEMENT OF THE PROBLEM In the the cu curr rren entt sc scen enar ario io the the co comp mpet etit itio ion n is ve very ry hi high gh in the the logi logist stic ics s indu indust stry ry.. The sa sati tisf sfac acti tion on of the the cu cust sto ome mers rs is ve very ry importan impor tantt to pr prom omote ote the prod product ucts s amo among ng the cu custo stome mers. rs. Th The e cust cu stom omer ers s ar are e bu busi sine ness ss or orga gani niza zati tion ons s the the fa fact ctor or le lead adin ing g to cust cu stom omer er loya loyalt lty y is di diff ffer eren entt fr from om the the fact factor ors s that that in infl flue uenc nce e individual customers .The company wants to take necessary steps to incre increase ase sal sales. es. Th The e cla clari rity ty of infor informat matio ion, n, ad advic vice e prov provid ided ed to customers by staff, the language used by the staff to communicate it properly, are the main problems faced by the customers. The analysis of customers’ perception will help the company to know the satisfacti sati sfaction on leve levell of cust custome omers rs and custome customerr loy loyalty alty towards the organization and also help the company to improve the services.
1.4 OBJECTIVES OF THE STUDY
1. To know about the demographic profile of the customers. 2. To Study the service usage behavior of customers. 3. To study provided by the customers’ opinion about the various services Safe Express Ltd., and the customer loyalty. 4. To pr prov ovid ide e su sugg gges esti tion ons s to sa safe fe ex expr pres ess s li limi mite ted d for for fu furt rthe herr improvement.
20
1.5 SCOPE OF THE STUDY
The study is conduct conducted ed at safe express pvt ltd. The respondents are various business houses in Coimbatore making use of logistics services provided by Safe Express Ltd.The present customers alone are considered for conducting this study.
1.6 RESEARCH METHODOLOGY Type of Study:
The study is a descriptiv descriptive e study because it enables the quick assimilation of data. Sampling Design and Sample Size
The Sampling Sampling metho method d used in this stu study dy is conven convenience ience sampling. The sample size is 100. The respondents are chosen on the basis of accessibilit accessibility y to the researcher. Data collection Questionnaire method is used for data collection
Questionnaire Questionn aire consists of three parts they are 1. Cus Custom tomer er Pro Profil file. e. 2. Se Servi rvice ce usa usage ge be behav havio ior. r. 3. Leve Levell o off Cu Custom stomer er Loya Loyalty. lty.
21
Tools for Data Analysis: Simple percentage method and Mean Score is performed
for the samples collected to estimate the overall customer satisfaction level of customer customers. s.
1.7 LIMITATIONS OF THE STUDY Time limit restricts detailed survey work for this particular topic of research
The survey is restricted to the customers of Safe Express Pvt ltd who belong to Coimbatore region only.
Some cust Some custom omers ers did no nott have eno enoug ugh h were not able to communicate properly.
tim time, e, so they
22
1.8 CHAPTER SCHEME Chapter 1:INTRODUCTIO 1: INTRODUCTION N
This part deals with Backgrou Background, nd, Review of Literatur Literature, e, Statement of a problem, Objective of the study, Scope of the study, Rese Re sear arch ch
Me Meth thod odo ology logy,,
Limi Limita tati tio ons ns,,
Ch Chap apte terr
Sc Sche heme me
(R (Rep epor ortt
Structure) Chapter 2:ORGANIZAT 2: ORGANIZATION ION PROFILE
This
part
deals
with
History
of
the
organi organization, zation,
Manag Man ageme ement nt,, Org Organi anizat zatio ion n Stru Structu cture re,, Pr Prod oduc ucts ts profi profile le and Ma Mark rket et pote po tent ntia ial, l, Co Comp mpet etit itiv ive e
stre st reng ngth th of th the e
co comp mpan any, y, Fu Futu ture re pl plan ans, s,
Description of various functional areas Chapter 3:MACRO-MICR 3: MACRO-MICRO O ECONOMIC ANALYSIS
The prevaili prevailing ng economi economic c scenario with respect to the industry Selected for the study is briefly discussed in this chapter Chapter 4:DATA 4: DATA ANALYSIS & INTERPRETATION
This part of the project deals with the analysis of data using the Statistical tools and interpretation of the results Chapter 5:CONCLUSION
This Considered
part
deals
with
the
Results
and
Discussions,
23
CHAPTER - 2 ORGANIZATIONAL PROFILE Organiza Orga nizatio tional nal Pro Profile file dea deals ls with the hist history ory of the org organiz anizatio ation, n, its management, organizational structure, programme profile and market potential, competitive strengths, future plans and the description of various functional areas. 2.1 2. 1
HIS ISTO TOR RY O OF FT THE HE OR ORGA GAN NIS ISAT ATIO ION N
Safe Sa fe Exp Expre ress ss wa was s sta starte rted d in 19 1993 93.. Pawan Jain (Chairman and Mana Ma nagi ging ng
Dire Direct ctor or
Saf afex expr pres ess) s),,
An Anil il
Sa Saya yall
(G (Gen ener eral al
Man anag ager er
Safexpress). Safexpress started its business as a door-to-door service in 1995 with 4 routes, 9 offices, 12 container mounted vehicles and 20 employe empl oyees.Sa es.Safexp fexpress ress'' doo door-to r-to-doo -doorr serv services ices incl include ude nic niche he pro produc ducts ts like DoD and To-Payfreight. In 1996 Safexpress opens super hubs at Delh De lhi, i, Mu Mumb mbai ai an and d Ba Bang ngal alor ore. e.Ne Next xt ye year ar Sa Safe fexp xpre ress ss laun launch che es Inte Integr grat ated ed Lo Logi gist stic ics s Se Serv rvic ices es.. Ou Ourr fi firs rstt IL ILS S cl clie ient nt is NI NIIT IT;; th the e fi firs rstt international ILS account is signed with Hilti from Europe. Spurred on by a surging domestic economy, Safexpress extends its fleet to 250 and number of stations to 290. Safexpress Private Limited emerges as an independent entity In1998 Safeair and Safebox are launched, setting a new standard in value added cargo services.All hubs are connected through web-
24
based software. In 1999 Having grown by over 300%in 4 years without compr com prom omisi ising ng qu quali ality, ty, Sa Safex fexpr press ess is aw award arded ed the Go Gold lden en Pe Peaco acock ck Award for quality and innovation in Logistics Managem Management.In ent.In 2000 Pilot run for GPS starts on 28 routes. Safex Sa fexpr press ess reach reaches es the 35 350-d 0-dest estina inatio tions ns mar mark k an and d the the fle fleet et crosses 1400. Again 2001 Safexpress upgrades and launches a whole lot of features on www.safexpress.com including ePod, Virtual Cargo and Privileged Member.In the year 2002,200 2002,2003 3 Safexpress was declared India's "Largest Logistics Service Provider" by Limca Book of Records. In 2005 Safexpress bags the MICO:Power of We Award for excellent service in logistics. In the same year Safexpress fleet crosses 3000 mark. Next year in 2006 Safexpress was awarded by ADC Krone for providing best logistics services and in same year Safexpress bags pr pres esti tigi giou ous s RA RAI' I's s (R (Ret etai aile lers rs As Asso soci ciat atio ion n of In Indi dia) a) Aw Awar ard d fo forr Be Best st Logistics Service Provider. Safexpress –India’s Leading Logistics Company is renowned for its domain expertise and experienced manpower in the LSCM sector. Safe Sa fexp xpre ress ss ca can n be best st un unde ders rsta tand nd yo your ur Lo Logi gist stic ics s an and d di dist stri ribu buti tion on requi req uirem rement ents s an and d ca can n off offer er the mo most st sui suita tabl ble e Lo Logis gistic tics s mo model del and solution to you. Safexpress has the largest network coverage across India traversing over 3,50,000 km. Every day covering over 550 locations through more than 750 ro rout utes es op oper erat atin ing g 24 ho hour urs s a da day y 36 365 5 da days ys a ye year ar re reac achi hing ng thes these e loca locati tion ons s thro throug ugh h it’s it’s flee fleett of 30 3000 00 veh ehic icle les s op oper erat atin ing g on. Al Alll Safexpress vehicles have all-weather proof containers for safe transit. Safexpress also operates through Air to locations directly covered by flights and to all other locations on a multi modal basis.
25
Safexpress have a Integrated Logistics Logistics Management. It is our 3PL Product that optimises your company’s supply chain. First, we examine the linkages between your suppliers, producers, buyers, intermed intermediaries iaries and end users in order to identify time and cost inefficiencies. Next, we deploy o ur uniquemix of local know-how, global practices and cuttingedge technology to provide integrated supply chain solutions. These ra rang nge e fr from om sp spec ecif ific ic se serv rvic ices es su such ch as wa ware reho hous use e ma mana nage geme ment nt,, statutory compliance and invoicing - to an entire gamut of third party logistics services.
Mission:
To adopt and internal internalize ize a work culture which demonstr demonstrates ates a "we can we will" attitude to reflect in our daily responsibilities so as to fa farr ex exce ceed ed ou ourr ob obje ject ctiv ives es,, co cons nsis iste tent ntly ly stri strivi ving ng to towa ward rds s ma mark rket et dominance. It will create historical landmarks forming a strong edifice for the futu future re overco overcoming ming all obstacl obstacles es pro pro-acti -actively vely as our perso personal nal responsibility and commitment to create delight for the customer with impeccable personalized services. Vision:
To be a conscious learning organizatio organization n maintaining flexi flexibility bility for chan ch ange ge so as to prov provid ide e the the mo most st cu cust stom omiz ized ed so solu luti tion ons. s. St Stri rivi ving ng toward tow ards s gl glob obal al ma mark rket et sha share re whi whilst lst ma main intai taini ning ng do domi minan nance ce in the the domestic dom estic mar market ket thro through ugh goo good d hr pra practic ctice e and exc excelle ellent nt custo customer mer service. Quality:
A quality service relies upon constant customer interaction and feedback. An immediate respo response nse to the changing environment with pre-defin pre-d efined ed busi business ness pro processe cesses s man managed aged effec effective tively ly and efficiently
26
lead lead to the the high highes estt ou outp tput ut fr from om th the e lo lowe west st in inpu putt an and d this this is the the strongest measure of quality. The
best
certificati certification on
of
a
quality
organi organization zation
is
the
measurement of the scale of the smile on the customers face”
HISTORY 1995 19 95 Saf afex exp pre ress ss lau aun nch ches es as a doo oorr-ttoo-do door or ser erv vice wi witth 4 routes, 9 offices, 12 container mounted vehicles and 20 employees. Safexpre Safe xpress' ss' door door-to-d -to-door oor serv services ices incl include ude nich niche e prod products ucts like DoD and To-Pay freight. 1996 Safexpress Bangalore.
opens
super
hubs
at
Delhi,
Mumbai
and
1997 19 97 first Sa Safe fexp xpre ress ss laun launch es the In Inte tegr grat ated ed Lo Logi gist stic ics s Se Serv ices es.. Ou Our r ILS client is ches NIIT; first international ILSrvic account is signed with Hilti from Europe. Spurr Sp urred ed on by a sur surgi ging ng dom domest estic ic eco econom nomy, y, Saf Safexp expres ress s extends its fleet to 250 and number of stations to 290. Safexp Saf expres ress s Pri Privat vate e Limi Limited ted em emerg erges es as an ind indepe epende ndent nt entity 1998 199 8 Saf Safeai eair r and Saf Safebo ebox x are lau launch nched, ed, se sett tting ing a new sta standa ndard rd in value added cargo services. All hubs are connected through web-based software. 1999 Having grown by over 300%in 4 years without compromi comp romising sing qual quality, ity, Safe Safexpre xpress ss is awar awarded ded the Gold Golden en
27
Peacoc Peac ock k Aw Awar ard d fo for r qu qual alit ity y an and d in inno nova vati tion on in Lo Logi gist stic ics s Management. 2000 200 0 Pil Pilot ot r run un ffor or G GPS PS s star tarts ts o on n 28 rou route tes. s. Safexp Saf expres ress s rea reache ches s th the e 350 350-de -dest stina inatio tions ns mar mark k and the fleet crosses 1400. 2001 200 1 Saf Safexp expres ress s upgr upgrade ades s and lau launch nches es a whol whole e lot of fea featu tures res on www.safexpress.com including ePod, Virtual Cargo and Privileged Member. 2002 20 02 Sa Safe fexp xpre ress ss de decl clar ared ed In Indi dia' a's s "L "Lar arge gest st Lo Logi gist stic ics s Provider" by Limca Book of Records 2002
Se Serv rvic ice e
2003 20 03 Sa Safe fexp xpre ress ss de decl clar ared ed In Indi dia' a's s "L "Lar arge gest st Lo Logi gist stic ics s Se Serv rvic ice e Provider" by Limca Book of Records 2003 Mr.p Mr .paw awan an Jain Jain,, CM CMD, D, Sa Safe fexp xpre ress ss,, be beco come mes s on one e of th the e finalists in the prestigious EnY's Entrepreneur of the Year Award. 2005 Safexpress inaugurated its 500th schedu scheduled led del delive ivery ry location Safexpress bags the Franchise Awards04 for excellence in Team Work. 2006 Safexpress bags the MICO:Power of We Award for excellent service in logistics Safexpress fleet crosses 3000 mark.
2.2 MANAGEMENT
Mr.Pawan Jain (Chairman and Managing Director Safexpress) 15 Years of experience in the industry
General Manager of Safexpress Safexpress..
Mr.Anil Sayal
Mrs. Jain Director – HR & Admin.
28
Mr.E Karthik
Head – IT
Southern Region.
P.Suresh Head – Coimbatore Region
Mr.Uday Sharma Director – Marketing Head
R.K Jain Director - Finance
Mr.N.D Kishore– Director – Southern Region
Mr. P.S Nair Director - Coimbatore Branch.
2.3 ORGANIZATIONAL STRUCTURE
REGIONAL OFFICER
AREA MANAGER
ASST. MANAGER
Logistics
HR
Marketing
System
Finance & Accounts
29
Manager
Executives
Manager
Manager
Manager
Executives
Executives
Executives
R&D Manager
Executives
Manager
Executives
Administration Manager
Executives
2.4 PRODUCT PROFILE AND MARKET POTENTIAL SAFEXPRESS SERVICES
EXPRESS
Safexpr Safe xpress ess serv service ice is an exp express ress serv service ice whi which ch invo involves lves movement of cargo in all weather proof sealed containers on feeder and express routes. The service is time definite with a published transit sched sch edul ule e co cove veri ring ng mo more re than than 55 550 0 de dest stin inat atio ions ns na nati tion on wi wide de an and d provide pro vides s the flex flexibil ibility ity for sur surface, face, air and mul multi-mo ti-modal dal con connect nectivit ivity y
30
with a wide reach associated with Indian airlines and air taxi operators such as jet airways, Sahara etc.
DRAFT-ON-DELIVERY
Draft on delivery is an unparalleled value-added service wherein the seller can dispatch goods through Safexpress to the buyer and be assured that the delivery would take place only when the draft has been collected. In the the Sa Safe fexp xpre ress ss DO DOD D sy syst stem em prepre-al aler erts ts are are se sent nt to the the consignee to allow reasonable time for the draft to be made, thus meeting the desired objective of express transit with the amount ready for collection.
ALL RISK COVER
The management of Safexpress hereby undertakes and declares that: 14 “The company would redeem the value of the loss in the uneventfu uneventfull case of any shortage or damage to the consignment whilst in the custody of Safexpress, subject to the risk charge having been paid by the sender or the recipient as per the company policy.
SAFEBOX
The safebox comes in two convenie convenient nt sizes of 17” x 17” x 12” and 16” x 12” x 9” easily accomodating upto 20 & 10 kgs respectively of your cargo. The robust design design is further reinforc reinforced ed with internal insul insulation ation for safety of your cargo. So you save on packaging cost and for a nominal
31
amount it is ready for delivery with an auto insurance upto rs. 5000 absolutely absolutel y free of cost.
SAFEAIR
To ensure that time sensitive cargo reaches the destinati destination on throu thr ough gh a fas faster ter mo mode de me meeti eting ng all yo your ur requ require iremen ments ts for the tim time e definite deliveries. Safeair connects your cargo through airlines, atos and uses the services for morning and evening flights to provide a wide variety of connectivety to suit different market cutoffs.
ILM
Safexpress works on the value chain concept using a framework fo forr
ex exam amin inin ing g
link linkag ages es
be betw twee een n
su supp ppli lier ers, s,
prod produc ucer ers, s,
bu buye yers rs,,
interm int ermedi ediari aries es & end us users ers.Sa .Safex fexpr press ess en ensur sures es the suc succe cess ss of the entire chain, marrying local knowhow with the best global practices, technology & perspective
CONSULTING
Safe Sa fexp xpre ress ss
offe offers rs
va valu lue e
ad adde ded d
se serv rvic ices es
be beyo yond nd
ph phys ysic ical al
oper op erat atio ions ns in th the e form form of logi logist stic ics s co cons nsul ulta tanc ncy y co cove veri ring ng a wi wide de spectrum of the Indian economy.The company plays a pivotal role in guidi gu iding ng di diver verse se ma marke rkett seg segmen ments ts on ex exist isting ing an and d rec recom ommen mended ded logistics models with various simulation modules to map transactions using historical data and providing befitting supply chain solutions .
2.5 COMPETITIVE STRENGTH OF THE COMPANY Strength •
Over 550 destinations spread across 28 states & 7 union territories.
32
•
Warehousing space exceeding 3 million square feet.
•
Over 3,000 all weather-proof ISO 9002 vehicles.
•
More than 1000 routes, linked through 41 super hubs & hubs.
•
Delivering more than 3 million packages a month.
•
•
Traversing more than 5, 00,000 km Traversing kms s a day. Operating 24 hours a day, 365 days a year.
Weakness •
Safe express is still lagging in ware house management to its competitors.
•
Safe express was a late entrant to generic cargo business.
Opportunities •
Automotive industry in India is growing at 18% per annum creating a huge opportunity for Indian logistics companies like Safe express.
•
Indian retail sector is growing 25% annually creating US$ 175200 billion by 2016.
Threats •
Safe express business model was cloned by several retail courier operators thus creating threat for Safe express business.
•
Safe express employees were recruited by its competitors with high salary and other perk and allowances.
2.6 FUTURE PLANS
•
Logistics services provider Safexpress plans to invest Rs 8001,000 crore (Rs 8-10 billion) in five years to expand its operations
33
on the back of the boom in manufacturing and retail activities in the country.
•
As a result of the expansion, the company's turnover is likely to touch Rs 1,000 crore (Rs 10 billion) by 2012.
•
The company company is also establishing establishing a 3 lakh sq ft logistics logistics park near near Chennai at an investment of Rs 35 crore (Rs 350 million). It already operates a 80,000 sq ft warehouse in Chennai.
•
The warehousing warehousing capacity capacity of the company company will will grow to 10 million sq ft in the next three years from the current 3 million sq ft.
•
The company company was planning planning to strengthen strengthen its presence presence in the air air cargo segment by taking three Boeing-737 cargo aircraft on lease.
•
Safexpress has also placed an order for 380 trucks to add to its current fleet of 3,000 vehicles.
•
Safexpress intends to set up logistics parks comprising warehouses, vendor management services, raw material management and finished products storages at 32 locations across the country.
2.7 DESCRIPTION OF VARIOUS FUNCTIONAL AREAS
Human resource department
34
Marketing department
System & administration department
Finance & accounts department
Research and development department
Dispatch Department
Human Resource Department Department::
A hum human an reso resource urce depa departme rtment nt play plays s a vita vitall rol role e in the
organization, to recruit the employees and train them to satisfying the need of the customer, and motivate the employees in the organization to achieve the goals.
Marketing Department Department:: It will try and maximize the level of sales by carrying out market
resea res earch rch an and d prom promoti oting ng the go good ods s or ser servi vice ce thr throu ough gh a mo motiv tivate ated d sales team. Finance & Accounting Department:
Keep a record of all money coming in and going out of the busin bu siness ess.. Th They ey hav have e respo responsi nsibi bilit lity y for sec secur urin ing g fin finan ances ces for fut futur ure e expansion and paying staff. System & Administration Department:
Coordination of branch activities and provision of interaction
between branches and the main office, and maintain the documents and invoice bills upto dates to be maintained to record it. Research and Development Department:
Usually, the primary function of the R&D department is to
conduct researches for new services and develop new solutions.
35
CHAPTER-3 MICRO-MACRO ECONOMIC ANALYSIS 3.1 GLOBAL SCENARIO:
Logistics is a quite an old concept, it has been becoming very efficient only after the wave of 1990s globalization. With the advent of intense competition coupled with globalization and liberalization forced both public and private firms committing themselves to make available to the customers, the right conditio condition n material, at the right place, at the right time, at the very lowest cost-may be a product or a service. The World Bank in a recent survey connecting connecting to compete: Trade logistics in glo logistics global bal econom economy y whic which h con conduct ducts s the LPI surv survey ey for every two tw o ye year ars. s. Th The e LP LPII is a mu mult ltid idim imen ensi sion onal al as asse sessm ssmen entt of lo logi gist stic ics s performance, rated on a scale from one (worst) to five (best). The index uses more than 5,000 individual country assessments made by nearly near ly 1,00 1,000 0 inte internat rnation ional al frei freight ght for forward warders ers to com compare pare the trad trade e logistics profiles of 155 countrie countries. s. Based on a worldwide survey of freight forwarders and express carriers, the Logistics Performance Index (LPI) is a benchmarking tool developed by the World Bank that measures performance along the logistics supply chain within a country. Allowing for comparisons across 155 15 5 co coun untr trie ies, s, the the inde index x ca can n he help lps s in opportunities
and
improve
their
id iden enti tify fy ch chal alle leng nges es an and d logistics-performances.
Technol Technological ogical progress and worldwi worldwide de trade and investment
liberalization liberaliz ation are presenting new opportuni opportunities ties for countries to harness global markets for growth and poverty reduction. But with the advent
36
of global supply chains, a new premium is being placed on being able to move goods rapidly, reliably, and cheaply.
The ability to connect to the worldwid worldwide e logistics web depend depends s on
a co coun untry try'si 'sinfr nfrast astru ructu cture, re, ser servi vice ce mar market kets, s, an and d tra trade de proc process esses. es. The government and the private sectors in many developing countries should improve these areas - or face the large and growing costs of exclusion, said a World Bank report. REVENUE DISTRIBUTION GLOBALLY:
Size of the global logistics industry:
Currently the annual logistics cost of the world is about USD 3.5 trillion. For any country, the annual logistics cost varies between 9% and 20% of the GDP, the figure for the US being about 9%. US-based Armstrong & Associates, Inc. tracks the issues and trends in the world logistics market and in the US logistics market, in particular, in their annual surveys of top 25 global LSPs.
37
According to the firm, the global logistics market sizes in 1992, 1996 and 2000 were USD 10 billion, USD 25 billion and USD 56 billion, re resp spec ecti tive vely ly.. In 20 2003 03 an and d 20 2004 04,, th the e co corr rres espo pond ndin ing g fi figu gure res s we were re USD27 USD 270 0 bill billion ion an and d USD 33 333 3 bi billi llion on,, reg regist isteri ering ng hi high gh grow growth th rates rates.. Though most of the large LSPs are headqua headquartered rtered in Europe, the US logistics market is the largest in the world capturing one-third of the world logistics market. In 2003, it was about USD 80 billion.
In 2004, it grew to USD 89 billion, and in 2005, it registered an
impressive growth rate of 16% to cross the USD 100 billion mark for the first time and reach USD 103.7 billion (Foster and Armstrong Armstrong,, 2004, 2005, 2006). However, considering the fact that the logistics market in the US is about 10% of its annual logistics cost (Foster and Armstrong, 2006), there is still immense potential for growth of 3PL in the US in particular, and in the world in general. 3.2 INDIAN SCENARIO:
Indian Supply Chain and Logistics Industry is more than USD 100 Billion in size and is the backbone of Indian Economy. Our industry is growing at a rate of 8-10% annually and has been a crucial contributor in the growth and development of the Indian economy. In the near fu futu ture re,, Tr Trad adit itio iona nall Lo Logi gist stic ics s se serv rvic ices es li like ke Trans ranspo port rtat atio ion n an and d Warehousing would continue to growth at a good rate. However, the big ticket growth would come from the Value Added Logistics services in the near future. At present, Outsourced Logistics accounts for only one-third of the the tota totall Lo Logi gisti stics cs ma mark rket et in Indi India, a, wh whic ich h is a si sign gnif ific ican antl tly y lo lowe werr proportion vis-a-vis the developed markets. Growth in this industry is curr cu rren entl tly y be bein ing g dr driv iven en in Indi India a by ov over er US USD D 30 300 0 bi bill llio ion n wo wort rth h of
38
infr infras astr truc uctu ture re inve investm stmen ents ts,, the the ph phas ased ed in intr trod oduc ucti tion on of VA VAT, T, the the development developm ent of organiz organized ed Retail and Agro-processin Agro-processing g industri industries, es, along with a strong manufacturing growth.
In addition, we expect strong Foreign Direct Investment inflows in the the Indi Indian an mar arke kets ts,, wh whic ich h wo woul uld d le lead ad to in incr crea ease sed d ma mark rket et opportunities for providers of Third-Party Logistics in India. Therefore, India Ind ia po posse ssesse sses s sub substa stant ntial ial op oppo portu rtuni nitie ties s for gro growth wth in the Su Supp pply ly Chain & Logistics industry in the coming years, notwithstanding the temporary jolt due to the economic slowdown slowdown.. The logistics and warehousi warehousing ng sector in India, till now, has been highly high ly frag fragment mented ed and characteris characterised ed by the pres presence ence of nume numerou rous s unorganised players. A large number of players have been providing servi ser vices ces in in indi divid vidua uall seg segme ment nts s li like ke tr tran anspo sporta rtatio tion, n, war wareho ehousi using ng,, packaging etc. In 2007, organised players accounted for only 6 per cent of the total tot al US US$ $ 10 100 0 bi billi llion on Ind Indian ian lo logis gistic tics s in indu dustr stry y Ho Howe wever ver,, ch chang angin ing g business dynamics and the entry of global third party logistics players (3PL) has led to the remodelling of the logistics services in India. From a mere combination of transportation and storage services, logistics is fast emerging as a strategic function function that involves end-to-end end-to-end solutions that improve efficiencies. India’s logistics sector attracted investments worth Rs. 23,200 crore in first half of 2008, according to a study by Assocham”Trade logistics”2008. The report said about 110 logistics parks spread over approximately 3,500 acres at an estimated cost of $1 bn are expected to be operational and an estimated 45 mn sq ft of warehousing space
39
with an investment of $500 mn is expected to be develop developed ed by various logistics companies by 2012.
Comparison of Indian logistics performance index with other countries:
Country
LPI Score
USA
3.85
UK
3.84
Singapore
4.19
India
3.07
China
3.64
Mexico
2.64
The Logistics Performa Performance nce Index (LPI) indicator indicators s provid provide e the indepth each country assessment of the logistics gap among countries. As the above graph shows those LPI scores of different countries and also al so th the e pe perf rfor orma manc nce e of de deve velo lope ped d co coun untr trie ies s co comp mpar arin ing g to th the e developing nations. Singapore-1stUSA- 9th China-30 th India-39th.
40
CHAPTER-4 DATA ANALYSIS AND INTERPRETATION This Chapter 4 deals with the analysis and the interpre interpretation tation of the data collected through questionnaire and the data is presented under suitable headings.
4.1 Respondents’ demographic profile.
This
part
deals
of
the
study
deals
dem de mog ogrrap aph hic pr prof ofiile of th the e res espo pon nden dents lik ike e orga or gan nizat izatio ion n,
ty type pe
of
the
bus usiine ness ss,,
an annu nual al
with
the
type of the tur urn nover over
an and d
association with safe express. Table 4.1.1: Type of Organizati Organization on
Nature of Organization Sole Proprietorship Partnership Private Limited Company Public Limited Company Others Total
No. of Respondents 27 24 23 21 5 100
Percentage 27 24 23 21 5. 100
The above table reveals that most (27%) of the customers are Sole propri pro prieto etors rs fol follo lowed wed by Par Partn tners ership hip bu busin siness ess (24 (24%), %), Pr Priva ivate te lim limite ited d company(23%) and Public limited company (21%). Table 4.1.2: Type of Business
Type of Business Business Manufacturing Trading Assembling
No. of Respondents
Percentage
36 47 13
36 47 13
41
Others Total
4 100
4 100
The above table reveals that most (47%) of the customers are in tr trad adin ing g
bu busi sine ness ss
fo foll llo owe wed d
by
ma manu nufa fact ctur urin ing g
bu busi sine ness ss
(3 (36% 6%))
an and d
assembling business (13%). Table 4.1.3: Annual Turnover
Annual Turnover Less than 25 Lakhs 26-50 Lakhs 51-100Lakhs Above 101 Lakhs Total
No. of Respondents 56 20 16 8 100
Percentage 56 20 16 8 100
The above table reveals that majority (56%) of the customers have an Annual turnover less than 25 Lakhs and most (20%) are in 26-50 Lakhs catego cat egory ry 16 16% % are are in 51 51-10 -100 0 La Lakhs khs cat catego egory ry fol follow lowed ed by 8% wh who o are are above 101 Lakhs category. Table 4.1.4: Association with Safe Express
Association with Safe Express Less than 3 Years 3 to 5 Years 5 to 7 Years 7 to 10 Years More than 10 Years Total
No. of Respondents
Percentage
55 22 12 5 6 100
55 22 12 5 6 100
The above table reveals that majority (55%) respond respondents ents are associate assoc iated d with Safe Ex Expres press s for less than 3 year years s follow followed ed by most of the the (2 (22% 2%)) re resp spon onde dent nts s ar are e in 33-5 5 ye year ars s ca cate tego gory ry,, 12 12% % in 5-7 5-7 ye year ars s category, 6% in more than 10 years and 5% are in 7-10 years category.
42
4.2 Information resources and service utilization.
This part deals of the study deals with the information resources, service utilization, and type of express service. Table 4.2.1: Information Resources
Information Resources Newspaper Television Friends & Relatives Others Total
No. of Respondents 11 16 66 7 100
Percentage 11 16 66 7 100
The above table reveals that majority (66%) responde respondents nts came to know about safe express through Friends & Relatives and (16%) from Television and and (11%) o off the respond respondents ents from New Newspaper. spaper. Table 4.2.2: Service Utilizati Utilization on
Services Utilized Express Warehouse 3 P'L Draft on Delivery (DOD) Check on Delivery Total
No. of Respondents 56 17
Percentage
11 14 2 100
11 14 2 100
56 17
The above table reveals that majority (56%) responde respondents nts availed Express Services, 17% are using Warehouse services, 14% are using Draft on Delivery services, 11% are using Third Party Logistics and 2% are using Check on Delivery services.
43
Table 4.2.3: Type of Express service
Type of Express Express Service Surface Air Total
No. of Respondents
Percentage
43 13 100
43 13 100
The above table reveals that most (43%) of the responde respondents nts are availing Surface services followed by 13% who are availing Air services.
4.3 Respondents’ opinion about Goods Handling
This
part
deals
of
the
study
deals
with
the
trus trustw twor orth thin ines ess s of go good ods s ha hand ndli ling ng,, reas reason ons s for for di diss ssat atis isfa fact ctio ion, n, trustworthiness of warehouse facility and reasons for dissatisfaction. Table 4.3.1: Trustworthiness of goods handling
Respondents Opinion Yes No Total
No. of Respondents
Percentage
80 20
80 20
100
100
The above table reveals that majority (80%) of the respondents are satisfied with the way of goods handled and feel it is trustworthy. Table 4.3.2: Reasons for dissatisfaction
Reasons Transit Damages Damages Method Of Packing Accidents Others if any
No. o off Respondents 8 5 4 3
Percentage 40 25 20 15
Total
44
20 100.0 Out of 20 respondents who feel that goods handling system is not
trustwor trust worthy, thy, 40% of them exp express ressed ed that it is due to transi transitt damage damages s followed by 25 % of the respondents who felt that it is due to improper packing.
4.4 Respondents opinion about warehouse facility
This
part
deals
of
the
study
deals
with
the
trus trustw twor orth thin ines ess s of wa ware reho hous use e fa faci cili lity ty an and d al also so th the e re reas ason ons s for for dissatisfaction Table 4.4.1: Trustworthiness of Warehouse facility
Respondents Opinion
No. of Respondents
Percentage
81
81
19 100
19 100
Yes No Total
The above table shows that majority (81%) of the respond respondents ents expr ex pres esse sed d th that at wa ware reho hous use e faci facili lity ty pr prov ovid ided ed by Sa Safe fe Ex Expr pres ess s Ltd Ltd is trustworthy. Table 4.4.2: Reasons for dissatisfaction
Reasons for Dis-satisfaction Lack of Space Security Damages Marking Problems Total
No. of Respondents 8 5 4 2 19
Percentage 40 25 20 15 100
45
Outt of 19 re Ou resp spon onde dent nts s wh who o feel feel th that at wa ware reho hous use e faci facili lity ty is no nott trustworthy, 40% expressed that lack of space is the main reason for the di diss ssat atis isfa fact ctio ion n and and 20 20% % of them them ex expr pres esse sed d that that it is du due e to lack lack of security.
4.5 Respondents’ opinion about other services This part of the project deals with the respond respondents’ ents’ ratings (Such as Excellent , Good , Fair and Poor) about other services like Clientt Hand Clien Handling ling , Risk Cove Coverag rage, e, Empl Employee oyee Effic Efficien iency cy and pro provid viding ing online track information. Table 4.5.1: Client Handling
Respondents Opinion Excellent Good Fair Poor Total
No. of Respondents 44 26 21 9 100
Percentage 44 26 21 9 100
The above table reveals that most (44%) of the respondents respondents expressed expressed that client handling is excellent and 26% of the respondents stated that client handling is good.
Chart 4.1: Client Handling
46
Table 4.5.2: Risk Coverage
Respondents Opinion Excellent Good Fair Poor Total
No. of Respondents 70 17 10 3 100
Percentage 70 17 10 3 100
The above table reveals that most (70%) of the responden respondents ts expressed that Risk coverage is excellent and 17% of the respondents stated that Risk Coverage is good. Chart 4.2: Risk Coverage
47
Table 4.5.3: Employee Efficiency
Respondents Opinion Excellent Good Fair Poor Total
No. of Respondents 28 22 20 30 100
Percentage 28 22 20 30 100
The above table reveals that most (30%) of the responde respondents nts exp ex pres esse sed d
th that at Employe yee e
Ef Effi fici cien enc cy
is
poor
and
respondents responden ts stated that Employee Efficiency is Excellent. Chart 4.3: Employee Efficiency
28%
of
th the e
48
Table 4.5.4: Online track information
Respondents Opinion Excellent Good Fair Poor Very poor Total
No. of Respondents
Percentage
30 18 27 12 13 100
30 18 27 12 13 100
The above table reveals that most (30%) of the responde respondents nts expressed that Online track information is excellent and 27% of the respondents stated that Online track information is fair.
49
Chart 4.4: Online Track Information
4.6 Respondents’ Respondents’ Opinion about Third-party Logistics This part of the project project deals with th the e responde respondents’ nts’ opinion abo about ut the trustw trustwor orth thine iness ss of the Th Third ird Par Party ty Logi Logisti stics cs dissatisfaction.
and rea reason sons s for
Table 4.6.1: Trustworthiness of Third-party Logistic Logistics s
Respondents’ Opinion Yes No Total
No. of Respondents
Percentage
85
85
15
15
100
100
50
The above table shows that majority (85%) of the respond respondents ents expres exp ressed sed that that Th Thir ird d Par Party ty Lo Logi gisti stics cs prov provid ided ed by Sa Safe fe Exp Expres ress s Ltd is trustworthy. Table 4.6.2: Reasons for dissatisf dissatisfaction action
Reasons Delay in Delivery Delivery status updates Frequent Inventory Damages & Shrinkage Just in time requiremen requirements ts Total
No. of Respondents 6 2 4
Percent
3 15
20 100
40 14 26
Out of 15 respondents who feel that third-party logistics is not trustworthy, 40 % of them expressed that the reason for dissatisfaction and 26 % felt that it is due to frequent inventory damages & shrinkage.
4.7 Respondents’ Level of Satisfaction of Certain Facilities This part of the project deals with the respond respondents’ ents’ ratings (Very (Ve ry mu much ch Sa Satis tisfie fied d , Sat Satisf isfied ied , Neu Neutr tral, al, di dissa ssatis tisfie fied d , Ver Very y mu much ch Diss Dissat atiisf sfie ied) d)
abo bout ut
other ther
se serv rvic ices es
li like ke
Re Repr pres esen enta tati tive ve
ab abil ilit ity, y,
Responsiveness to telephone & email, Handling & packing, Clearance Departmentt , Security system, T Departmen Transit ransit days an and d Shipmen Shipmentt delivery on doorstep. Table 4.7.1: Representative Ability
51
Level of Satisfaction
No. of Respondents
Percentage
Very Much Satisfied Satisfied
49 27
49 27
24 100
24 100
Neutral Total
The above table reveals that most (49%) of the responde respondents nts are very much satisfied with Representative Ability and 27% are Satisfied. Chart 4.5: Representative Ability
Table 4.7.2: Responsiveness to Telephone / email
Level of Satisfaction Very Much Satisfied Satisfied Neutral Dis-satisfied Total
No. o off R Re espondents 26 13 20 41 100
Percentage 26 13 20 41 100
52
The above table reveals that most (41%) of the responde respondents nts are dissatisfied with responsiveness to telephone /emails and 26% are very much satisfied with responsiveness to telephone /emails.
Chart 4.6: Responsiveness to Telephone / email
Table 4.7.3: Handling & Packing
Level of Satisfaction Very Much Satisfied Satisfied Neutral Dis-satisfied Highly Dis-satisfied Total
No. of Respondents 22 27 34 9 8 100
Percentage 22 27 34 9 8 100
53
The above table reveals that most (34%) of the responde respondents nts are neutral in their opinion about handling & packing and 27% are satisfied with the handling & packing services. Chart4.7: Handling & Packing
Table 4.7.4: Clearance Department
Level of Satisfaction Very Much Satisfied Satisfied Neutral Total
No. of Respondents 68 21 11 100
Percentage 68 21 11 100
54
The above table reveals that majority (68%) of the respondents are very much satisfied and 21% are satisfied with the services of clearance department. Chart4.8: Clearance Department
Table 4.7.5: Security System
Level of Satisfaction
No. of Respondents 33
Percentage 33
Satisfied
25
25
Neutral Dis-satisfied
26 16
26 16
Very Much Satisfied
55
Total
100
100
The above table reveals that most (33%) of the responde respondents nts are very ver y mu much ch sat satisf isfied ied an and d 25 25% % are are sat satisf isfied ied wi with th th the e sec securi urity ty sys system tem followed in the company. Chart 4.9: Security System
Table 4.7.6: Transit Days
Level of Satisfaction
No. of Respondents
Percentage
Very Much Satisfied
62
62
Satisfied
28
28
Neutral
10
10
100
100
Total
56
The above table reveals that majority (62%) of the respondents are very much satisfied and 28% are satisfied with the duration or time taken for delivery. Chart 4.10: Transit Days
Table 4.7.7: Shipment Delivery on Doorstep
Level of Satisfaction
No. o off R Re espondents
Percentage
Very Much Satisfied
38
38
Satisfied Neutral
25 26
25 26
57
Dis-satisfied Total
11
11
100
100
The above table reveals that most (38%) of the responde respondents nts are very muc very much h sat satisf isfie ied d and (26% (26%)) are neu neutra trall wit with h reg regar ard d to shi shipm pmen entt delivery on doorstep. Chart 4.11: Shipment Delivery
4.8 Usage of Services of other logistics companies
This part of the project deals with the usage of logistics
services of other companies at present by responde respondents, nts, switching back to safe express in future and also switching over to other companies in future.
58
Table 4.8.1: Logistics services of other companies
Usage Yes No Total
No. of Respondents
Percentage
20 80
20 80
100
100
The above table reveals that majori majority ty (80%) responde respondents nts are not ut util iliz izin ing g ot othe herr logi logist stic ics s se serv rvic ices es an and d 20 20% % are are us usin ing g ot othe herr lo logi gist stic ics s services.
Table 4.8.2: Switch over to other Logistics Services
Switch over to Safe Express Yes No Total
No. of Respondents
Percentage
12 8
60 40
20
100
The above table shows that out of 20 responde respondents nts who are using logistics services of other companies, majority (60%) have an idea to switch over to Safe Express Ltd in future.
Table 4.8.3: Switch over to other companies
Switch over in Future
No. of Respondents
Percentage
59
Yes No Total
20 60 80
25 75 100
It is inferred from the above table that out of 80 respondents who are using only the services of safe express 25% have an idea to switch over to other logistics companies in future and 75 % expressed their wish to remain with Safe Express Ltd.
4.9 Respondents’ Opinion about their Loyalty
This part deals with customer loyalty, increase in loyalty over
the years and also respondents opinion about the company’s value to people and relationship ahead of short-term goals.
Table 4.9.1: Safe express deserves loyalty
Respondents Opinion Dis-agree Neutral Agree Strongly Agree Total
No. of Respondents 23 21 32 24 100
Percentage 23 21 32 24 100
The above table shows that most (32%) of the responden respondents ts agree that they are loyal towards safe express and 24% strongly agree that they are loyal towards safe express.
Table 4.9.2: Increase in loyalty
Respondents Opinion Dis-agree
No. of Respondents 32
Percentage 32
60
Neutral Agree Strongly Agree Total
18 17 33 100
18 17 33 100
The above table reveals most (33%) of the respond respondents ents strongly agree and 32% disagree about increase in loyalty over the period. Chart 12: Increase in Loyalty
Table 4.9.3: Value people & Short term goals
Respondents Opinion Dis-agree
No. of Respondents 10
Percentage 10
61
Neutral Agree Strongly Agree Total
18 31 41 100
18 31 41 100
The above table reveals most (41%) of the respond respondents ents strongly agree and 31% agree that safe express values people and relationship. Chart 13: Safe express Value people & Short term goals
4.10 Recommendation to others. This part deals with the Responden Respondents ts recommen recommendation dation of safe express to others.
62
Table 4.10.1: Recommendation to others.
Recommendatio n Yes
No. of Respondents
Percentage
75
75
25
25
100
100
No Total
The above table reveals majority (75%) of the respond respondents ents will recommend safe express to others 25% will not recommend to others.
4.11 Rating of Overall services This part deals with the Rating of the customers about the over all services provided by the company. Table 4.11.1: Rating the overall services
Rate the overall services Very much Satisfied Satisfied Neutral Total
No. of Respondents 26 41 33 100
Percentage 26.0 41.0 33.0 100.0
The above above table reveal reveals s most (41%) of the rresponden espondents ts are satisfied (33%) are neutral and (26%) are very much satisfied with respect to the overall services of the company.
4.12 Mean Score
63
This part deals with the Ranking Level of customer loyalty, increase in loya loyalt lty y ove verr the the ye year ars s an and d al also so resp respon onde dent nts s op opin inio ion n abou aboutt the the companies value to people and relationship ahead of short-term goals.
The abo above ve tabl table e show shows s the cate categor gorizat ization ion of the Cust Customer omer
Loyalty on the basis of the reasons trustworthiness of safe express. The respondents respondents believe that safe express company values values people and Reasons
Mean
Rank
Believe Company Safe express deserves my loyalty
3.9232
2
Loyalty towards Safe express has become better
3.4788
3
Safe express company values people and relationship ahead in
1.7692
1
short term goals relationship ahead in short term goals following deserves the loyalty and loyalty towards safe express is become better.
CHAPTER-5 CONCLUSION
64
Chap Ch apte terr 5 de deal als s wi with th the the resu result lts s of the the an anal alys ysis is an and d the the interpretations and the discussions upon the same. It also deals with the considered recommendations. 5.1 Results and Discussions The Major findings are summarized under various sections. 5.1.1. Demographic profile
Most (27%) of the respondents are sole proprietorship firms.
Most (47%) of the respondents are engaged in trading business.
Majority (56%) of the respondents’ Annual turnover is less than 25 Lakhs.
Majority Major ity (55 (55%) %) of the res respo pond nden ents ts are are ass assoc ociat iated ed wi with th saf safe e express for less than 3 years.
5.1.2 Service usage behavior
Majority (66%) of the respondents said that they came to know about the safe express through their friends and Relatives.
Majority 43 %of the respondents is availing surface services.
Majority Major ity of the the res respo pond nden ents ts are sat satisf isfied ied wit with h way of go good ods s handled in safe express (85%), warehouse facility (80%), Thirdparty logistics services (85%).
5.1.3 Level of Customer Loyalty
Majority of the respondents expressed that the client handling is either excellent (44%) or good (26%).
Majority of the respondents expressed that the Risk coverage is either excellent (70%) or good (17%). 30% of the respondents expressed that Employee Efficiency is poor whereas 28% stated that Employee Efficiency is Excellent.
The respond respondents ents expressed that online track informat information ion is excellent (30%) and 27% stated that online track information is fair.
65
Majority of the respondents are either very much satisfied (49%) or satisfied (27%) with Representa Representative tive Ability.
41% of the respo 41% respond nden ents ts are dis dissat satisf isfied ied wit with h respo responsi nsiven veness ess to tele teleph phon one e /e /ema mail ils s wh whil ile e 26 26% % are are ve very ry mu much ch sa sati tisf sfie ied d wi with th responsiveness responsiven ess to telepho telephone ne /emails.
34% of the respondents are neutral in their opinion about handling & pa pack ckin ing g an and d 27 27% % ar are e sa sati tisf sfie ied d wi with th th the e ha hand ndli ling ng & pa pack ckin ing g services.
Majority of the respondents are either very much satisfied (68%) or satisfied (21%) with the services of clearance department.
Majority of the respondents are either very much satisfied (33%) or satisfied 25% with the security system followed in the company.
Majority of the respondents are either very much satisfied (62%) or satisfied (28%) with the duration or time taken for delivery.
38 38% % of th the e resp respon onde dent nts s ex expr pres esse sed d that that th they ey are are ve very ry mu much ch satisfied and 26% are neutral with regard to shipment delivery on doorstep.
Majority (80%) of the respondents are using the logistics services of Safe Express Ltd only.
Out of 20% of the respondents who are using logistics services of other companies companies majority o off them have an id idea ea to switch back S Safe afe Express Ltd.
Mos Most t of the respo respond ndent ents s exp expres ressed sed that that saf safe e ex expr press ess de deser serves ves loyalty.
About 50% of the respondents strongly agree or agree that their loyalty has increased over the period.
Most of the respond respondents ents expresse expressed d that compan company y valu values es peo people ple relationship.
Majority (75%) of the respondents said that they will recommend safe express to others.
Majori Majo rity ty of the the re resp spon onde dent nts s ar are e ei eith ther er ve very ry mu much ch sa sati tisfi sfied ed or satisfied in over all services provided by the safe express.
66
5.2 Suggestions
5. 5.2. 2.1 1 Mo Most st of the the re resp spon onde dent nts s ar are e no nott sa sati tisf sfie ied d wi with th em empl ploy oyee ee efficiency, therefore, Safe express can initiate Human resource Departm Dep artment ent to enh enhance ance empl employee oyee moti motivati vation on and to dev develop elop employee skills. 5. 5.2. 2.2 2 Mo Most st of th the e re resp spon onde dent nts s ar are e no nott sa sati tisf sfie ied d wi with th On Onli line ne trac track k information system, therefore Online track information system can implem implement ented ed an and d
up updat dated ed effec effectiv tively ely to imp impro rove ve cli client ent
services. 5.2.3 5.2. 3 Most of the respon respondent dents s are neutra neutrall in handli handling ng and therefore,
pac packing king
handling and packing system can be well improved.
Observatory based Recommendat Recommendations. ions.
5.2 •
Security system can be upgraded with latest technologies as it will increase the loyalty.
•
•
Proper communication with the clients regarding over all services to be updated frequently. Client’s Client ’s mee meetin ting/ g/gr griev ievanc ances es cel celll sho shoul uld d be ins instit titut uted ed in th the e organization.
67
Appendix – 1 QUESTIONNAIRE
1)
Name & Address of the organization:
2)
Year of of es establishment:
3)
Type of the organization: a) Sole Proprietorship b) Partnership c) Private Limited Company d) Public Limited Company e) Others
4)
5)
Nature of the business:
Annu Annual al Tu Turn rnov over er:: a) c)
6)
7)
b) Trading
c) Assembling
d) Others
Le Less ss th than an 25La 25Lakh khss 51 – 100 Lakhs
d
b)
26 – 50 La Lakh khss
d)
Above 100 Lakhs
How How long long you ar aree the the custo custome mer/ r/cl clie ient nt of Sa Safe fe Expr Expres esss Pvt Li Limi mite ted? d? a)
Le Less ss th than an 3 Ye Year arss
b)
3 to 5 Year Yearss
c)
5 to 7 Year Yearss
d)
7 to 10 Years ears
e)
More than 10 Years
How do you came to know about Safe Express Pvt Limited? a) Newspapers c) Friends & Relatives
8)
a) Manufacturing
b) Television d) Others
Which of the following services offered by the Safe Express are availed by you at present?
68
a) Express
b) Warehousing
d) Draft on Delivery (D0D)
9)
c) 3 P’L
e) Check on Delivery
If express, which one of following services you are availing? a) Surface
b) Air
10) 10) Is the the w way ay of go good ods s h han andl dled ed by Sa Safe fe Ex Expr pres ess s P Pvt vt Li Limi mite ted d trustworthy?
a) Yes
b) No
11) If No, what are the reasons?
a) Transit damages b) Method of packing
c) Acci Accident dents s d) Othe Others rs if any 12.. Is the war 12 wareho ehouse use fac facil ility ity prov provide ided d by Sa Safe fe Exp Expres ress s Pv Pvtt Li Limit mited ed trustworthy?
a) Yes
b) No
13) If No, what are the reasons? a) Lack of space
b) Security
c) c) Damages
d) Marking problem
14) Please rate the services offered by Safe Express Pvt Limited? Services offered by the Safe Express 1)Client handling 2) Risk Coverage 3)Employee Efficiency 4)Online Track Information
Excellent
Good
Fair
Poor
Very Poor
69
15) Is the Third-Party Logistics services provided by the Safe Express Pvt Limited trust
worthy?
a) Yes
b) No
16) If no, what are the reasons?
a) Delay in delivery
b) Delivery status updates
c) Frequent Inventory Damages & Shrinkage
d) just in time requirements
17) Please mention the level of satisfaction satisfaction regarding the following following services provided provided by the Safe express Pvt Limited :
(VMS - Very much satisfied, S – Satisfied, N- Neutral, DS- Dissatisfied, HDS – Highly Dissatisfied)
VMS
S
N
DS
1.Representative ability to help you resolve your issue/need 2. Responsiveness to telephone calls & emails 4. Handling & packing 5. Clearance Department 6.Security system 7. Transit Days 8. Shipment Delivery at your doorstep
18) Do you also make use of logistics logistics services of any other company at present? a) Yes
b) No
HDS
70
19) If yes, will you switch 100% to Safe Express Pvt Limited in future? a) Yes
b) No
20) If no, Do you have any idea of switching over to any other Logistics Services Company? a) Yes
b) No
21 ) Please rate your level of agreement with the following statements (10-1 scale with 10 being completely agree, 5 being neutral, and 1 being completely disagree):
1
2
3
4a
5
(Strongl
(Disagree)
(Neutral)
Agree
(Strongly
y Disagree
I believe Company Safe Express deserves my loyalty Over the years, my loyalty to towards Safe Express has become better Safe Express Company values people and relationships ahead of short-term goals
22) Do you recommend the Safe Express Pvt Limited to others?
a) Yes
b) No
23) Rate the overall services provided by the Safe Express Pvt Limited? a) Very much Satisfied b) Satisfied c) Neutral
agree)
71
d) Dissatisfied
e) Very much Dissatisfied.
BIBLIOGRAPHY
Book Reference: •
Logistical Management – Tata McGraw 2000 Edition. Written by Donald. Bowersox, and David. Closs.
•
The Management Management of Bu Business siness Logistics – 7th Edit Edition ion::
Writ Written ten
by
Edward J. Bardi, C.John Langley, and John Joseph Coyle •
Kothari C.R. “Research Methodology” New Age International Publishers
•
Kotter Philip “Marketing Management” Prentice Hall Of India Private Ltd