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“CUSTOMER SATISFACTION OF COURIER SERVICE INDUSTRY
WITH SPECIAL REFERENCE TO PRAKASH AIR FREIGHT”
FOR
PRAKASH AIR FREIGHT PVT LTD, BANGALORE
A DISSERTATIONSUBMITTED IN PARTIAL FULFILLMENT OF THE
REQUIREMENTS FOR THE AWARD OF MBA DEGREE OF BANGALOREUNIVERSITY
SUBMITTED BYGAUTAM NANDA
REG. NO.:- 03XQCM6034
UNDER THE GUIDANCE OFPROF. SUMITHRA SREENATH
(FACULTY, M P BIRLA INSTITUTE OF MANAGEMENT, BANGALORE /INTERNAL GUIDE)
M P BIRLA INSTITUTE OF MANAGEMENT, BANGALORE
ASSOCIATE BHARATIYA VIDYA BHAVAN
Customer Satisfaction
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DECLARATION
I hereby declare, that this project report titled “Customer
satisfaction of courier service industry with special reference to
Prakash Air freight” at Praksah Air Frieght Pvt. Ltd., Bangalore has
beensuccessfully completed under the guidance of Prof. Sumithra Sreenath, M P Birla
Institute of Management and in partial fulfillment of Masters in Business Administration
degree at Bangalore University.
I further declare that this project report is the result of my own efforts and
that it has not been submitted to any other university for the award of a degree or does
not form the basis of any degree or diploma of other similar title of recognition in any
other university.
Place: Bangalore Gautam Nanda
Date: 03XQCM6034
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GUIDE’S CERTIFICATE
This is to certify that the Project titled “Customer satisfactionof courier service industry with special reference to Prakash airfreight” at Prakash Air Frieght Pvt. Ltd., Bangalore has been prepared by
Mr. Gautam Nanda bearing the registration number 03XQCM6034 under
my guidance.
This has not formed a basis for the award of any
Degree/Diploma by any other University.
Place: Bangalore (Prof. Sumithra Sreenath)
Date:
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PRINCIPAL’S CERTIFICATE
This is to certify that the project titled “Customer satisfactionof courier service industry with special reference to Prakash air
freight” at Prakash Air Frieght Pvt. Ltd., Bangalore has been prepared by
Mr. Gautam Nanda bearing the registration number 03XQCM6034 under
the guidance of Prof. Sumithra Sreenath.
This has not formed a basis for the award of any
Degree/Diploma by any other University.
Place: Bangalore (Dr.Nagesh Malavalli)
Date:
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ACKNOWLEDGEMENT
I am extremely grateful to all those who have shared their views,
opinions, ideas and experiences which have significantly improved this Project
Report. I would like to express my sincere thanks to Prof. Sumithra Sreenath, M
P Birla Institute of Management, Bangalore for his guidance and sincere efforts
towards bringing in years of her vast industrial experience into this project.
I would also like to express my sincere thanks to Mr. Vijay Narang,
Chairmen, Prakash Air Frieght Pvt. Ltd., Bangalore, without whose constant
support and cooperation, this project would have simply remained a mere one.
Last but not the least; I would like to extend my warm regards to my
family, friends and well wishers for their tremendous backing and valuable
suggestions.
Gautam Nanda
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CHAPTERS CONTENTS PAGE NO S
1 EXECUTIVE SUMMARY 01
2 INTRODUCTION 03
v BACKGROUND OF STUDY 05
v STATEMENT OF PROBLEM 12
v NEED AND SIGNFICANCE OF STUDY 12
v OBJECTIVE OF STUDY 12
3 COMPANY PROFILE 13
4 RESEARCH METHODOLOGY 38
5 DATA ANALYSIS & INFERENCE 41
6 SUMMARY AND CONCLUSION 78
v SCHEME OF RECOMMENDATIONS 83
v CONCLUSION FO THE STUDY 85
v DIRECTION FOR FURTHER RESEARCH 85
ANNEXURE 86
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CHAPTERS LIST OF TABLES PAGE NO S
1 Table showing the educational qualification of the respondents 42
2 Table showing mode of courier service preferred 43
3 Table showing the preferred courier service 44
4 Table showing the frequency of courier dispatch 46
5 Table showing the transaction on contract 47
6Table showing the perception towards companies image of
Prakash Air Freight48
7Table showing the satisfaction towards courier of Prakash Air
Freight50
8 Table showing the features rating of Prakash Air Freight 52
9Table showing the perception towards companies image of Blue
Dart54
10 Table showing the satisfaction towards courier of Blue Dart 56
11 Table showing the features rating of Blue Dart 58
12Table showing the perception towards companies image of
DHL60
13 Table showing the satisfaction towards courier of DHL 62
14 Table showing the features rating of DHL 64
15Table showing the perception towards companies image of
Professional66
16 Table showing the satisfaction towards courier of Professional 68
17 Table showing the features rating of Professional 70
18Table showing the perception towards companies image of
Other Couriers72
19
Table showing the satisfaction towards courier of Other
Couriers74
20 Table showing the features rating of Other Couriers 76
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CHAPTERS LIST OF GRAPHS PAGE NO S
1 Graph showing the educational qualification of the respondents 42
2 Graph showing mode of courier service preferred 43
3 Pie chart showing the preferred courier service 44
4 Graph showing the frequency of courier dispatch 46
5 Graph showing the transaction on contract 47
6Graph showing the perception towards companies image of
Prakash Air Freight48
7Graph showing the satisfaction towards courier of Prakash Air
Freight50
8 Graph showing the features rating of Prakash Air Freight 52
9Graph showing the perception towards companies image of Blue
Dart54
10 Graph showing the satisfaction towards courier of Blue Dart 56
11 Graph showing the features rating of Blue Dart 58
12Graph showing the perception towards companies image of
DHL60
13 Graph showing the satisfaction towards courier of DHL 62
14 Graph showing the features rating of DHL 64
15Graph showing the perception towards companies image of
Professional66
16 Graph showing the satisfaction towards courier of Professional 68
17 Graph showing the features rating of Professional 70
18Graph showing the perception towards companies image of
Other Couriers72
19
Graph showing the satisfaction towards courier of Other
Couriers74
20 Graph showing the features rating of Other Couriers 76
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Executive Summary
CUSTOMER SATISFACTION
The extent to which a product perceived performance matches a buyer s
expectations. If the product s performance falls short of expectations, the buyer is
dissatisfied. If performance matches or exceeds expectations, the buyer is satisfied or
delighted.
Customer satisfaction measures the gap between customer experiences and
expectations. If a customer s experience of a product or dealer service exceeds his/her
expectations, then the exceeded amount will equal satisfaction. And conversely, if the
customer s experience falls short of expectation, the short fall will be equal
dissatisfaction. Thus, customer satisfaction is the art of managing customer expectation
and experience.
This project helps the company to know the scenario with respect to the
competitors. It highlights the customer satisfaction level in Prakash Air Freight and it also
gives an insight to the customer satisfaction level of the other important players in the
courier service industry.
About the company
PAFEX - Prakash Air Freight Pvt. Ltd., is one of the largest Express companies
operating in India. They deliver time - sensitive documents and packages all over India
and worldwide. They are a professionally managed company with promoters having
Customer Satisfaction = Actual Performance by the firmConsumer Expectations
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more than 40 years of experience in logistics management. Today, they render courier
services to 4,348 locations nationwide aided by 384 self managed offices covering all the
metros, major cities and towns in India.
Research Methodology
The research is primarily qualitative in nature. The study is based on data
collected through structured questionnaire from the respondents and interviews
conducted with the respondents.
Findings
The study found that the most preferred courier service was Bluedart and Prakash
Air Freight stood second. Prakash Air Freight was rated reasonably high in the eye s of
its customers. The company was judged on several parameters such as speed of delivery,
promptness, reliability, pricing etc.
The company was highly rated in the area of speed and safety as 100% of the
respondents rated it high.
Recommendations
The respondents felt that the overall performance was Very Good. But it is
important to consider that they have not reached the mark of the Excellence. Hence they
have to bring themselves to this mark by introducing new techniques, advancement in
technology, which will help in faster Delivery and in handling enquiry promptly. They
have to keep in track of the goods that have to be delivered so as to gain the confidence
of the customers.
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INTRODUCTION
Marketing is a very wide area of study. It covers various aspects such as sales,
advertising, distinction, etc., which take the form of the principle branches of marketing.
In order to enrich the growth of the branches of marketing a very deep and distributed
root system is required. This root system of marketing takes the form of a detailed study
of consumer behavior with respect to products either in the pre- launch period with a
great concern to sales growth. This study is undertaken keeping in mind, the
accomplishment of the various planned goals and objectives that have been set by the
management of respective company.
Many theories have been formulated and simultaneously various books have been
written on various aspect of consumer behavior study. These theories and books have
been compiled keeping various factors that affect the consumer behavior prior to
purchase and after purchase situation in mind compiled these respective study matters.
Taking these theories into consideration business concern has been involved in studying
consumer behavior in a very detailed manner in order to keep a check on their business.
The necessity for consumer behavior and marketing study was not considered
important during the period prior to 1950 it was during the time that companies who were
basically following sales oriented marketing strategy started to change over to a modern
marketing strategy of being consumer oriented. When this kind of an approach was being
accepted by companies and customers are finally being consider as the king and the
necessity for consumer behavior study regarding marketing came into time light
marketers are getting involved in finding the likes and dislikes of the consumers and tries
to find out what those factors could be that where influencing a person in deciding to
make purchase. By doing this, the marketers were able to satisfy the need of consumers,
as well as, accomplish the objectives of company.
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Customer satisfaction measures the gap between customer experiences and
expectations. If a customer s experience of a product or dealer service exceeds his/her
expectations, then the exceeded amount will equal satisfaction. And conversely, if the
customer s experience falls short of expectation, the short fall will be equal
dissatisfaction. Thus, customer satisfaction is the art of managing customer expectation
and experience.
Many companies are fighting for share of flat or fading markets. Thus, the cost of
attracting new customer is rising. In fact, it costs five times as much to attract a new
customer as it does to keep a current customer satisfied. Satisfied customers make repeat
purchases, and they tell about their good experiences with the product. Smart companies
go out of their way to delight customers by delivering more than they promise. Today, it
is universally accepted that the satisfaction of customers is the ultimate benchmark of
organizations success.
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BACKGROUND OF STUDY
MARKETING
The American Marketing Association defines marketing as, the performance of
business activities that direct the flow of goods and services from producers to consumers
or users .
AFTER SALES SERVICE:
SIt is a business activity by which a company serves the customer in post-sales
period. It may be regarded as an attribute of the product itself. Customer services (i.e.,
after sales services) and delivering quality services is the major issue determining the
competitive edge of organizations.
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The Customer view of service quality
Hard Dimension
Tangible Dimension
Empathy Reliability
Products; process
&people
Assurance Responsiveness
Speed &Quality
Soft Dimension
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MOMENTS OF TRUTH:
Every time a customer encounters firm or the services provider and its
communication and other technologies, services, moment is created; it is called as
Moments of Truth .
Customer
Service provider Service Delivery Points
Moments of Truth --- The service encounter.
Every services moment is a dynamic force with a potential to fuel self-reinforce
relationship with customer and is an opportunity to gain market share and profit.
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Repeat Usage
Value ValueEnhancement Enhancement
Opportunity for profit maximum Trade off: = Value to the customer cost Customer: Service of the provider. Quality
Service Provider s Profitability = Margin * Repeat Usage Cost of providing the service
Cost
Reduction
Value Maximization through Lower Higher
Price and High Quality Margin
The service customer as a set of trade off and self Reengineering
Relationship
CUSTOMER SATISFACTION The extent to which a product perceived performance matches a buyer s
expectations. If the product s performance falls short of expectations, the buyer is
dissatisfied. If performance matches or exceeds expectations, the buyer is satisfied or
delighted.
Customer Satisfaction = Actual Performance by the firm Consumer Expectations
Customer value = Total Experience of Service
Price paid for service
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Expectations shape customer perception of product / firm s performance.
Customer perceptions of the firm and its offer are shaped by:
Ø Work of mouth publicity - like recommendations from friends, relatives,
neighbors and peer group at work place.
Ø Personal experience on the part of the customers.
Ø Personal needs of individual customers.
Ø External communication like the publicity of the firm in the media and its
advertisement and other corporate communications.
CUSTOMER SERVICE
This is the most important department in a courier service. Customer
service department should be very well trained and they should have good product
knowledge. It is imperative that they treat each client as an important one. Problems are
bound to occur due to circumstances beyond our control, but the customer service should
be able to answer these clients and should not run away from the problems.
At the branch level the operator or office assistant will have the dual
responsibility of receiving collection calls as well as customer service calls.
RESPONSIBILITIES OF A CUSTOMER SERVICE
Ø Helping customers in trouble
Ø Working for customer satisfaction
Ø Upholding the company s image
Ø Increasing the company s business
Ø Supporting and carrying out the company s policy of service excellence
Ø Being an important link between management and the customer.
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FEW THOUGHTS ABOUT CUSTOMER CARE
Ø A customer is the most important person to enter your place of business.
Ø A customer is not dependent on you, you are dependent on him. He pays yours
salary.
Ø A customer is a person who brings you his wants; it is your job, duty and
privilege to handle him with promptness courtesy and consideration.
Ø The company that cares for the customers does not have to be anxious about its
profitability and growth.
Ø A customer is not an interruption to your work. He is the purpose of it. You are
not doing him a favour by serving him. He is doing you a favour by giving you
the opportunity to serve him.
Ø Customers do not buy a product, they but usefulness, convenience, attractiveness,
durability and reliability.
Ø The employee who cares for the customer does not have to be anxious of worried
about his job security and incomes.
STRANGER is a friend whom you have yet to meet.
WHY CUSTOMERS QUIT
1% due to death
3% move away
5% form other friendships
9% for competitive reasons
14% because of product dissatisfaction
68% quit because of attitude of indifference towards customer
WHAT DISPLACES THE CUSTOMER
Ø Break promises Delay in responding
Ø Ignore his presence
Ø Over charging without prior notice or explanation
Ø Untidy office
Ø Unmanned counter and telephone
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Ø Show rules instead of being helpful
Ø Delaying refunds and dues
Ø Make him appear small, by not showing respect
Ø Doubt his intelligence and capability
Ø Treat his complaints lightly
Ø When you argue with a customer
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STATEMENT OF PROBLEM
Customer satisfaction measures the gap between customer experiences and
expectations. It is the customer who can keep the company s sales higher. It costs five
times as much as to attract a new customer as it does to keep the current customer
satisfied. Satisfied customers make repeat purchases, and they others about their good
experiences with the product. PRAKASH AIR FREIGHT is doing well in south India.
Due to high competition in the courier service they are normally facing the problem of
fast delivery and technological advancement.
NEED AND SIGNIFICANCE OF THE STUDY
Ø The study will bring out the extent of customer satisfaction level of PRAKASH
AIR FREIGHT in Bangalore city.
Ø The study will point out the different problems being faced by customers of
PRAKASH AIR FREIGHT.
Ø The study will help the company to take any decision regarding the upbeat of
customer satisfaction.
Ø The study will also attend to act as a reference to the company as they may use
this study for making comparative analysis of the subject.
OBJECTIVE OF THE STUDY
Ø To analyze the attitude and the perception of people towards the courier services.
Ø To know the satisfaction level regarding the price, service ability and features of
the courier services offered.
Ø To know the perception level of company image.
Ø To know the degree of satisfaction regarding the courier services offered.
Ø To offer suggestions based on findings.
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COMPANY PROFILE
ABOUT PAF
PAFEX - Prakash Air Freight Pvt. Ltd., is one of the largest Express
companies operating in India. They deliver time - sensitive documents and packages all
over India and worldwide.
PAFEX commenced domestic express services in 1986. On the first day
itself they started their operations with 100 branches all over India ! Since then, they have
steadily grown to occupy a prominent position in the express industry. They are a
professionally managed company with promoters having more than 40 years of
experience in logistics management. Today, they render courier services to 4,348
locations nationwide aided by 384 self managed offices covering all the metros, major
cities and towns in India.
They are the sole Global Service Participants of the largest express
transportation company in the world FedEx (Federal Express Corporation) in India.
Through this association they offer time definite, customs cleared, door to door, express
services to 215 countries worldwide.
MISSION
At PAFEX, they mission is "to be your business partner devising
solutions for all your distribution needs by establishing continuous excellence in quality
and commitment to provide unsurpassed service to you at a price that gives you value for
money. They believe in going the extra mile for you anytime and every time."
VISION
They aim to combine their core capabilities and implement new
technological improvements to increase productivity of already excellent service levels to
gain efficiency, improve customer service, better utilize assets and capital, achieve
industry leadership and be globally recognized. The name PAFEX will be synonymous
with quality services and reliability.
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Nationwide Network
PAFEX Nationwide has a network of 384 owned offices servicing 4,348
destinations covering all the metros, major cities and towns in India.
Worldwide Network
PAFEX Worldwide offers time definite express delivery service for high
priority documents and parcels to 211 countries worldwide through the FedEx
International Network.
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ALBANIA GABON NIGERIA
ALGERIA GAMBIA NORWAY
AMERICAN SAMOA GEORGIA OMAN
ANDORRA GERMANY PAKISTAN
ANGOLA GHANA PALAU
ANGUILLA GIBRALTAR PANAMA
ANTIGUA GREECE PAPUA NEW GUINEA
ARGENTINA GREENLAND PARAGUAY
ARMENIA GRENADA PERU
ARUBA GUADELOPE PHILIPPINES
AUSTRALIA GUAM POLAND
AUSTRIA GUATEMALA PORTUGAL
AZERBAIJAN GUINEA-BISSAU PUERTO RICO
BAHAMAS GUYANA QATAR
BAHRAIN HAITI REUNION ISLAND
BANGLADESH HONDURAS ROMANIA
BARBADOS HONG KONG RUSSIA
BELARUS HUNGARY RWANDA
BELGIUM ICELAND SAIPAN
BELIZE INDONESIA SAUDIA ARABIA
BENIN IRELAND SENEGAL
BERMUDA ISRAEL SEYCHELLES
BHUTAN ITALY SIERRA LEONE
BOLIVIA IVORY COAST SINGAPORE
BOTSWANA JAMAICA SLOVAK REPUBLIC
BRAZIL JAPAN SLOVENIA
VIRGIN ISLAND(GB) JORDAN
SOUTH AFRICA BRUNEI KAZAKHSTAN
KOREA SOUTH BULGARIA KENYA
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SPAIN BURKINA FASO KUWAIT
SRI LANKA BURUNDI KYRGYZSTAN
ST. KITTS & NEVIS CAMBODIA LATVIA
ST.LUCIA CAMEROON LEBANON
ST.VINCENT CANADA LESOTHO
SURINAME CAPE VERDE LIECHTENSTEIN
SWAZILAND CAYMAN ISLANDS LITHUANIA
SWEDENCENTRAL AFRICAN
REPUBLICLUXEMBOURG
SWITZERLAND CHAD MACAO
SYRIA CHILE MACEDONIA
TAIWAN CHINA MADAGASCAR
TANZANIA COLUMBIA MALAWI
THAILAND CONGO
MALAYSIA TOGODEMOCRATIC REP OF
CONGO
MALDIVES TRINIDAD & TOBAGO COOK ISLANDS
MALI TUNISIA COSTA RICA
MALTA TURKEY CROATIA
MARAHALL ISLANDS TURKMENISTAN CYPRUS
MARTINIQUETURKS AND CAICOS
ISLANDSCZREPUBLIC
MAURITANIA UAE DENMARK
MAURITIUS VIRGIN ISLANDS(USA) DJIBOUTI
MEXICO U.S.A. DOMINICA
MICRONESIA UGANDA DOMINICAN REPUBLIC
MOLDOVIA UKRAINE ECUADOR
MONACO GREAT-BRITAIN EGYPT
MONGOLIA URUGUAY EL SALVADOR
MONTSERRAT UZBEKISTAN EQUATORIAL GUINEA
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MOROCCO VANUATU
ERITREA MOZAMBIQUE VATICAN CITY
ESTONIA NAMIBIA VENEZUELA
ETHIOPIA NEPAL VIETNAM
FAROE ISLANDS NETHERLANDS WALLIS & FUTUNA
FIJINETHERLAND
ANTILLES
YEMEN ARAB
REPUBLIC
FINLAND NEW CALEDONIA ZAMBIA
FRANCE NEW ZEALAND ZIMBABWE
FRENCH GUIANA NICARAGUA FRENCH POLYNESIA
NIGER
DIVISIONS
Their range of services are designed to meet changing needs in today's market scenario
where staying ahead of competition is the key challenge. They offer maximum
convenience and safe on time delivery of consignments. Their divisions span air express,
air cargo and surface cargo as well as warehousing and logistics solutions.
Domestic Courier Service
International Courier Service
Intracity Courier Service
Air Express Cargo Service
Surface Express Cargo Service
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INDUSTRY BACKGROUNDCOURIERS
It was in the year 1753 that first postmasters for all the colonies in USA
were set up by Benjamin Franklyn from Maine to Georgia.
It was in 1838 the Butterfield stagecoaches began carrying
transcontinental mail, followed by the transcontinental road in 1869.
The word courier is derived from, the French word COURRIR which
means to RUN .
In India the courier concept is said to have developed in Gujarat and later
Calcutta although authenticated scientific data is not available. It is generally believed
that a diamond dealer in Surat felt the need for reliable and fast mode of transport for his
finished diamonds, since diamonds are valuable commodity that cannot be sent by post
for obvious security reasons. He preferred to send the same via a trust worthy person who
would deliver it personally.
The unorganized sector of the courier industry operating in specific
pockets was the backbone of today s highly professional nation wide courier companies.
WHAT COURIER SERVICE IS?
The essence of the international courier service is convenient, speedy, reliable
economical service suitable for urgent documents and small parcels.
DOOR TO DOOR
The original and still most important features of the service, because it is operated
as an integrated system based on local offices with local knowledge. Throughout the
world courier companies can guarantee door to door delivery of shipment using their own
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vans, motor cycles with a regulated single supervisor system. Pick up and delivery is
effected usually twice on a daily basis almost in every country.
PROOF OF DELIVERY
All courier companies monitor airways up to the moment of delivery and
proof of delivery on request, either by means of receipt from the address or from
company records.
CUSTOM CLEARANCE
Courier clears all airways through customs as part of their service. They
can advise on formalities and clearance procedures connected with mobbing
international airways.
OFF HOURS SERVICES
If a package must be picked up or delivered at weekends or on holidays it
will be dome wherever, whenever and however.
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OUT- LINE OF COURIER OPERATIONS PROCEDURE
Pick up
Entry into security logbooks
Into Prakash Air Freight
Sorting/pouching /manifesting
Bagging and exit entry in logbook
Dispatch
Pre-alert to destination on telex
Receipt at airport confirmation of details as per
Pre- alert
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Entry into security logbooks
Into destination French operations
Pouches opened/contents verified with manifest/
Entries made
Counter alert on telex/discrepancy report
Run sheets prepared and details logged in logbook
Delivered
Run sheets and under delivered received from field staff and as consignments accounted
for
Original run sheet sent to EDP for data entry
EDP file received at origin feedback to customer
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COMPETITORS PROFILE
History
1969 to present
Just months after man's first landing on the Moon, DHL began operating
the first international door-to-door express delivery service in the world. When Adrian
Dalsey, Larry Hillblom and Robert Lynn established DHL in 1969, they simultaneously
invented the international air express industry.
In the beginning, the three partners delivered shipping documents by air,
so that they arrived at customs offices before the freight, and enabled goods to pass
through customs with less delay.
1969
On 25 September, Adrian Dalsey, Larry Hillblom and Robert Lynn (the
D, H and L in our company name) incorporate DHL. The company begins by operating a
door-to-door express delivery service, transporting documents only between San
Francisco, California and Honolulu, Hawaii.
1970
After one year, DHL is handling shipments for 40 clients and expanding
its operations to include Guam, Los Angeles and Portland, Ohio.
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1972
DHL International is founded with the opening of an office in Hong Kong,
and this is followed later that year by offices being established in Japan and Singapore.
The Sydney office opens and becomes the headquarters for Australia.
1974
This year DHL handles over 500,000 shipments.
Operations in the UK commence, spurred by the increasing importance of
London as a key financial centre.
1976
DHL opens in Mexico and Scotland. DHL begins a service to Bahrain and
Saudi Arabia in the Middle East.
1978
DHL opens in the Caribbean and becomes the first international air
express company to offer a service in Latin America, starting with Brazil, Colombia and
Venezuela.
In Europe, DHL Italy, Switzerland, Greece, Ireland, Sweden and Belgium become
operational.
Nigeria becomes the first territory in Africa to open up to DHL.
DHL continues to grow in Africa with the opening of offices in South Africa and
Kenya.
In Latin America, the office in Argentina opens.
Lebanon and Oman are established in the Middle East.
Denmark, Andorra, Spain and the Canary Islands are opened in Europe.
1980
DHL expands into many new territories. Service Centres are set up in the
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Bahamas, Bermuda, Cayman Islands, Chile, Curacao, Dominican Republic, Trinidad &
Tobago, Uruguay, Bangladesh, China, India, Sri Lanka, Austria, Ivory Coast and
Zimbabwe.
The organisation is now so large that it is re-structured into regions, linked
by a telecommunications network.
1982
From Anguilla to Zaire, 1982 marks a year of acceleration in the
establishment of DHL service centres throughout the world.
Services start to Anguilla, Antigua, Aruba, Bolivia, Bonaire, Cape Verde,
Dominica, Ecuador, El Salvador, Finland, Grenada, Guadeloupe, Guatemala, Guyana,
Iceland, Martinique, Mauritania, Montserrat, Nevis, Nicaragua, St. Barthelemey, St.
Eustatius, St. Kitts, St. Maarten, St. Vincent, Senegal, Tonga, Turks and Caicos Islands
and Zaire.
DHL is the first air express company to formulate plans to use state-of-the
art packet-switching to track packages and aid communications between DHL staff.
In the US, the overnight programme is developed, using the USA airline
system from two hubs at Cincinnati and Salt Lake City.
1984
DHL continues its massive global growth programme. As well as opening
in territories as far apart as Benin and Vanuatu, the first automated customer service
system is deployed in Washington DC.
DHL starts services to Angola, Armenia, Azerbaijan, Benin, Congo,
Georgia, Ghana, Guinea Republic, Hungary, Kyrgyzstan, Malawi, Qatar, Russia,
Solomon Islands, Tajikistan, Turkmenistan, Uzbekistan and Vanuatu.
The Unix operating system was adopted for DHL hardware and software
and the first automated customer service system was deployed in Washington DC, USA.
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1986
Service to the People's Republic of China is formalised with an exclusive
joint venture between DHL and Sinotrans.
DHL starts services to the Cook Islands, Eritrea, Ethiopia, Reunion Island,
Gambia, Lesotho, Tahiti, Madagascar, Mali, Uganda and Zambia.
WorldMail is introduced - a service for the cross-border transport and
distribution of mailings.
DHL introduces new standards of customer service. Delivery targets
before 10:30 and-12 noon and end-of-day are established. All incoming calls have to be
answered within three rings and all calls that require a response are returned within 60
minutes.
1988
Between 1985 and 1988 DHL doubles its customer base to more than half
a million and quadruples the number of shipments it handles. It's also the first express
delivery company to anticipate the demand for total logistics solutions.
Namibia, St. Lucia and Vietnam are added to the list of countries served
by DHL.
In the US, the Cincinnati hub is expanded to cope with continued growth.
DHL Budapest is established as a joint venture with Hungary's state-
owned transport company Hungarocamion. Following this, DHL's Eastern Europe head
office is relocated from Frankfurt to Budapest.
DHL Middle East introduces the Express Club for its customers, providing
members with an enhanced service.
1990
DHL signs an historic Global Transport Alliance with Lufthansa Cargo,
Japan Airlines and Nissho Iwai.
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Start of services to Bhutan, Cambodia, Cuba, Equatorial New Guinea,
Libya, Macedonia and Sao Tome.
With the old Eastern European countries opening up trade with the West,
DHL sets up in the Czech Republic.
DHL initiates Easylynk services together with Western Union. This
pioneering service combines an electronic transmission via satellite to a DHL office for
printing and onward despatch and delivery (the service survived as Satellite Express until
the advent of electronic mail).
DHL sets up its first Express Logistics Centres around the world to service
its customers' future requirements. The vision the company communicates to its
customers is the ability to provide next morning delivery of their inventories anywhere in
the world.
DHL prompts a major breakthrough in customs clearance technology by
establishing a direct computer link with UK Customs. The software, developed by DHL,
cuts clearance times for inbound dutiable shipments by up to 50% whilst guaranteeing
accuracy of documentation and administration.
1992
Lufthansa Cargo, Japan Airlines and Nissho Iwai increase their interest in
DHL to 57.5%.
DHL begins delivering to the Faroe Islands and Greenland.
1994
DHL begins a service to Algeria.
Next-day delivery between the Middle East and Brussels is guaranteed
with the first scheduled Boeing 757 freighter service.
1996
DHL opens the Asia Pacific hub in Manila, Philippines.
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A high-tech Express Logistics Centre is opened in Singapore.
Internet tracking of shipments is introduced.
1998
Deutsche Post AG becomes a shareholder of DHL International, as part of
a vision to align its European ground-based services with DHL.
DHL Connect, an Internet-based desktop shipping solution for customers,
is launched.
2000
DHL launches the world's first global SMS tracking service to allow
customers to track DHL shipments via text messages wherever they can use a mobile
phone.
DHL launches http://www.dhlmasterclass.com, which acts as a source of
business intelligence for companies and helps guide them in their transition from
traditional non-internet business into e-business.
2001
DHL Aviation in Europe & Africa is awarded a region-based ISO 14001
certification.
The International Air Cargo Association (TIACA) elects the founders of
DHL to their International Air Cargo Hall of Fame.
DHL announces the formation of a new UK airline, based at East
Midlands Airport, England.
DHL celebrates the arrival of the first Boeing 757 Special Freighters at its
Brussels hub, Belgium from the new fleet of 44 Boeing 757 announced in October 1999.
DHL announces expansion of its existing next-day express deliver service
to provide Timed Delivery across all major business centres in the European Union.
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DHL and NWA Cargo combine forces to provide customers with fast,
reliable and secure services linking the US and Asia in a multi-million dollar deal,
reinforcing DHL's leading market position in Asia Pacific.
2002
Deutsche Post (DPWN) becomes a majority shareholder in DHL by
increasing its stake to 51%.
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SKYPAK
Skypak couriers
private limited in India began its
operations in February 1981 .Dr
Thakker who came to know of
skpak from his foreign sources and
wanted to send his daughters
admission papers to U.S.A, thus began skypak business in India with only 2 people.
The entire operations were in the international field. The first branch
outside Bombay was started in Cochin. Skypak has since them kept on adding new
branches to its fold and presently has over 205 branches and collection centers
throughout India.
Domestic couriering was started in 1983 84 as a service to the company s
domestic clients who were using this service internationally and felt a great need for a
courier service with in the country. Skypak started flying its first on board courier to
Delhi looking to the need of customers for an efficient delivery system, the company
embarked upon an extensive programme in July 1985 wherein, one month, 20 new
offices were opened.
Innovations and improvements in services to customers has been a
continues process with the skypak team who are always identifying new areas for
improvement. In May 1986 skypak took up the challenge of chartering four vayudoot
aircraft for operations in the country. This made us the only courier company to operate
its own chartered flight within the county. Due to operational and technical problems,
unfortunately, this service has been temporarily suspended.
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Wireless communications, now being used by some couriers, has been one
of skypak s innovative ideas skypak concern for its clients has made it develop never
services to cater to the specific needs of its customers
In 1922 skypak broke its ties with TNT express and were the first to go
global and fly this world with its own wings.
Skypak is a major role in the world courier market. The emphasis being on
speed reliability. Skypak has a strategy o f continued development, which is energetic in
the company s policy on profit, service and growth. The new products and service
complemented all designed to satiate the niche markets and meet customer needs.
A major reason for skypak growth and success is the caliber of people
who work for this. The company demands commitment and hard work but rewards
enterprise and achievement. Skypak courier limited who is a public limited company
began its operations in February 1981. The first client of skypak was Dr.Thacker who
came to know of skypak and wanted to sends his daughters admission paper to U.S.A.
This began skypak business in India with only 2 people, now it has over 3800 people
working for it.
SERVICES
With SkyPak we provide you the most reliable fast easy-to-use
international courier services. We deliver worldwide in over 200 countries using the
worldwide network of TNT, Europe's market leader in global express distribution,
logistics and international mail. Whether you are a frequent shipper or not, you will
appreciate our simple documentation and helpful shipping assistance.
DOCUMENTS AND PARCELS
With SkyPak you can ship all weights up to 30 kg. If you have valuable
documents or parcels you may use our different sizes of SkyPak packaging. For detailed
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information check with your local customer service desk or click on contact point
information within country information.
GUARANTEED DELIVERY
We guarantee you our transit times to all major destinations. For detailed
information, please refer to one of our customer service desks mentioned under contact
point information.
SKY TRACKER
You can be assured that your shipment is safe with us: we monitor the
transit and delivery status of your shipment minute by minute, 24 hours a day. Just go to
SkyTracker, key in your (13) digit consignment identifier and see for yourself.
AVAILABILITY
You can buy SkyPak in Sweden (Sweden Post), Slovenia (Posta
Slovenije), Bulgaria (Bulpost) and Romania (Posta Romana) and from post offices in
these countries. More countries are scheduled to launch our service in the near future.
A SPECIAL PACKAGE
SkyPak has won international awards for its design and ease of use in
America and Europe.
PARENT COMPANY
TNT is a global provider of express, mail and logistics services. TNT Express delivers
3.7 million parcels, documents and pieces of freight a week using its network of 840
depots, hubs and sortation centres serviced by over 19,000 vehicles and 61 aircraft. The
TNT website address is: www.tnt.com. TNT Express is a subsidiary of TPG N.V.; a
public listed company, headquartered in Amsterdam and employing approximately
135,000 people in 58 countries and serving over 200 countries. TPG had sales of 9.9
billion in 2000 which have grown by a further 18.7% in the first half of 2001. The TPG
website address is: www.tntpost.com
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THE PROFESSIONAL COURIERS PVT LTD
HISTORY
The Professional Couriers (TPC) is proud to introduce themselves as one
of the leading courier companies, which is capable of providing exemplary service
throughout the country and abroad in any terrain and under any condition, has made
possible by the dedication of several hundred professionals who are trained to do the
specified job in an outstanding fashion. This has taken the company hundred folds in
service as well as network, which no other company in this industry can boast off. the
customers of professional couriers, impeccable service provided by us have thrown
praises lavishly on us. Thus it shows that a dimension of this company has created in
customer satisfaction and standard, which it has set for the others in this industry to
follow.
The group has the best of the best brains from industry on advisory
council to keep all the systems working towards the goal of continuous process
improvement. Network supervision is carried out by all hub center in-charges with a well
planned, co-coordinated transport system of vans, bus, train and air couriers inter
connecting all destinations. All the latest electronic information systems like pagers,
trunk radios, cellular phones etc., are being used to yield greater operational efficiency
and high productivity. This in essence has helped TPC to recast our operations to better
standards so as to cater to "A Wide Range of Customers' Growing Needs " in delivering
their consignments more and more safely at an optimum cost with a higher efficiency at
greater performance levels. There is a consistent effort to keep up-to-date with the latest
technological developments in our industry and convert them into meaningful product
inputs and turnout as leaders in this industry in the years to come.
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It was started initially with 7 offices in India. Its organisation paved the
way for a reliable and economically affordable express courier services which was
considered a luxury in India prior to it s birth.
• The Professional Couriers is approved by a large sect of prestigious organisations
as an approved vendor for the supply of Qualit17: 17 30/04/01y services in the
courier industry. By virtue of its extensive network, lengthy clientele, good will
and growth, it is undoubtedly a leader in the Domestic Courier Industry.
• The memorable events in the history of The Professional Couriers are:
§ 1987 - Launch of The Professional Couriers Network with 7 offices.
§ 1990 - Computerised Billing System.
§ 1993 - Introduction of Van Operations.
§ 1999 - Launch of the International Services through their International
service provider Professional International Couriers Pvt. Ltd that is again
promoted by the same Directors of TPC. Professional International has
made several strategic service arrangements with reliable international
players across the Globe.
§ 2000 - ISO 9002 - Certification for Karnataka Region.
§ 2001 - Website & Computerised Track & Trace System
The achievement of our company is many fold and can be seen in the
growth of the company over the past 14 years.
a) Network: Our company, which started with 7 centres, can now boast of over
eight thousand centres throughout India.
b) Employment Generation: Our company provides employment to several
hundred people directly and indirectly
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c) 24 hours delivery: We are very happy to provide our customers with 24 hours
delivery to many combinations of towns and cities in India This has been a boon
to the patrons of our network which we are extremely proud of.
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About Blue Dart
Blue Dart is India's leading integrated air express carrier and premium
logistics-services provider. We have the most extensive domestic network covering over
13,000 locations, and service 228 countries through our Sales alliance with DHL
Worldwide Express, the premier global brand name in express distribution services.
Vision is to establish continuing excellence in delivery capabilities
focused on the individual customer. In pursuit of sustainable leadership in quality
services, we have evolved an infrastructure unique in the country today:
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State-of-the-art Technology, indigenously developed, for Track and Trace,
MIS, ERP, Customer Service, Space Control and Reservations.
Blue Dart Aviation, our express airline, to support our time-definite
morning deliveries through night freighter flight operations.
A countrywide Surface network to complement our air services.
Warehouses at 14 locations across the country as well as bonded warehouses at the 4
major metros of Kolkata, Delhi, Mumbai, and Chennai.
ISO 9001 - 2000 countrywide certification by Lloyd's Register Quality
Assurance for our entire operations, products and services.
Ecommerce B2B and B2C initiatives including partnering with some of
the prime portals in the country.
OUR COMPETITIVE ADVANTAGE LIES IN:
Our vast and unparalleled Domestic Network Linked by some of the most
advanced communications systems and positioned to offer a consistent, premium,
standardized quality of service.
A spectrum of services to provide customized solutions.
We are the only express carrier in the country today which offers an entire
range of services that extend from a document to a charter-load of shipments. Our
services are relentlessly monitored to deliver a net service level of 99.95%. Our Customs
and Regulatory expertise we have a dedicated team of specialists who provide the
expertise for customs as well as regulatory clearances at all States within the country, to
support seamless service to the customer.
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OUR TECHNOLOGY
Designed to enhance the reliability of our operations and process
efficiency, and add value to the customer through time and cost savings.
OUR AIR NETWORK
The only one of its kind in the country today, that is focused on carriage of
packages as its prime business, rather than as a by-product of a passenger airline. Our
express airline is self-sustaining, with its own bonded warehouses, ground handling and
maintenance capability.
OUR FINANCIAL CREDITABILITY
Fitch Ratings India Pvt. Ltd. has assigned the highest "F1+(ind)" [F one
plus (ind)] rating for our short term debt programme of Rs. 20 crores.
OUR PEOPLE FORCE
Committed, diverse and over 3,800 strong, are our most valued asset. All
our achievements have been possible because we have a team who believes in themselves
and their company, a team with a winning attitude. We are a learning organization, we
value self-development, and most of our managers are homegrown.
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2-RESEARCH METHODOLOGY:
Marketing research is the systematic collection of information from
sources outside the business or research organization. Gathered data is subsequently
analysed to determine it usefulness in marketing decision-making. The research entitles,
A study on Customer Satisfaction of COURIER SERVICES with the special reference
of the PRAKASH AIR FREIGHT
Research has being undertaken through following steps.
Development of Objectives
Collection of Secondary Data
Preparation of Questionnaire (Short Survey)
Design of Sample
Collection of Primary Data
Tabulation & Analysis of Data
Preparation of Report
The researcher undertakes this study under the guidance of PRAKASH
AIRFREIGHT LTD
COLLECTION OF SECONDARY DATA
Secondary data is the information that already exist somewhere, which has
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been collected to serve another purpose. In this study, secondary data has been collected
from the following sources.
Internal Sources
• Company Website
External Sources
• News papers
• Websites
PREPARATION OF QUESTIONNAIRE
After taking a random short survey of courier service customers, a
structured questionnaire was prepared on the basis of survey and secondary data. The
questionnaire was designed with special emphasis on the price paid by the customer
towards the courier service.
DESIGN OF SAMPLE
An integral component of a research design is the sampling plan. It
includes the following
1. The sampling unit (whom to survey): Courier service seeker
2. The sample size (how many to survey): Fifty (50 only).
3. The sampling procedure (how to choose the respondents): Random sampling
method.
COLLECTION OF PRIMARY DATA
Primary data regarding customer satisfaction was collected with the help
of questionnaire, through direct interview with the customer of courier services.
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TABULATION AND ANALYSIS OF DATA
Primary data collected are tabulated and expressed in different bar graphs, pie charts and
analysed using simple percentage method.
LIMITATION OF THE STUDY
Ø The sample is small to be generalized.
Ø The study was conducted only for the period of about one month and hence many
other constraints with relative customer satisfaction did not surface.
Ø The study has been restricted to Bangalore city and only to 50 respondents and
thus making the sample small.
Ø The information provided by the respondents was not always authentic which
indicated a vague picture in certain situations of the study.
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DATA ANALYSIS AND INFERENCE
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TABLE SHOWING THE EDUCATIONAL QUALIFICATION OF THERESPONDENTS
Graduate Under- Graduate ProfessionalNo. of respondents 38 6 6% 76 12 12
0
20
40
60
80
Graph Showing The Educationalqualification Of The Respondents
76 12 12
GRADUATE UNDERGRADUATE
PROFESSIONAL
ANALYSIS
The above graph shows the occupation of the surveyed respondents. 76% of the
respondents are Graduates, followed by Undergraduates (12%) and Professional (12%).
INFERENCE: Since sampling was done on simple random procedure. Majority of the
respondents were Graduates.
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TABLE SHOWING THE MODE OF COURIER SERVICE PREFFERED
Railway Air Way Water Way Road WaysNo. ofrespondents
2 30 10 8
% 4 60 20 16
0
10
20
30
40
50
60
Graph Showing The Courier ServicePrefered
4 60 20 16
RAILWAY AIRWAY WATERWAY ROADWAY
ANALYSIS:
The above Graph shows the courier services preferred by the respondents. 60%of the
respondents prefer Airway, followed by Waterway 20% Roadway 16 and Railway 04%.
INFERENCE: Majority of the respondents prefers courier service through Airway.
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TABLE SHOWING PREFERED COURIER SERVICEPRAKASHAIRFREIGHT
BLUEDART
DHL PROFESSIONAL SKYPAK OTHERS
No. of res. 10 20 08 06 02 04% 20 40 16 12 04 08
Prefered Courier Services
PRAKASH AIRFREIGHT
BLUE DART
DHL
PROFESSIONAL
SKYPAKOTHERS
ANALYSIS:
With reference to the above graph we can analyse the courier services brand preferred by
the respondents. 40% of the respondents prefer Blue Dart and 20% of the respondents
prefer Prakash Air Freight, (16%), Professional (12%) and Skypak (04%). Others (08%),
which includes Gatti, TNT & DTDC.
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INFERENCE: Hence it can be inference that Majority of the respondents prefer Blue
Dart.
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TABLE SHOWING THE FREEQUENCY OF THE COURIER DISPACHDaily Weekly Monthly
No. of respondents 26 23 1% 52 46 2
0
10
20
30
40
50
60
Graph Showing The Frequency OfThe Courier Dispatch
52 46 2
DAILY WEEKLY MONTHLY
ANALYSIS
The above table shows the frequency of the respondents courier dispatch. 52%of
respondents prefer daily and 46%weekly.
INFERENCE: The above analysis shows that Majority of the respondents prefer courier
dispatch daily.
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TABLE SHOWING TRANSACTION ON CONTRACTYes No
No. of respondents 23 22% 56 44
0
10
20
30
40
50
60
Transaction On Contract
56 44
YES NO
ANALYSIS
With reference to above graph we can analyse that 56% of the respondents prefer courier
service through contract basis. Where as 44% of the respondents do not prefer transaction
through contract bases.
INFERENCE: Hence Majority of the respondents prefer transaction through contract
Basis.
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PRAKASH AIR FREIGHT
TABLE SHOWING PRECEPTION TOWARDS COMPANY IMAGE Understanding
Customer
Needs
Reputation Technological
Advancement
No. of res % No. of res. % No. of res %
A 0 0 12 24 0 0
B 25 50 0 0 12 24
C 13 26 13 26 24 48
D 12 24 25 50 14 28
E 0 0 0 0 0 0
01020
3040
50
Perception Towards Company Image
Understanding CustomerNeeds
0 50 26 24 0
Reputation 24 0 26 50 0
TechnologicalAdvancement
0 24 48 28 0
A B C D E
A B C D EExcellent Very Good Good Average Poor
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ANALYSIS:
The above graph shows the perception level of respondents towards the company image
of Courier PRAKASH AIR FREIGHT. 50% of the respondents have rated
understanding customer needs as very good, followed by Good 26% & Average 24%.
Again 50% of the respondents rated reputation of Courier PRAKASH AIR FREIGHT
as Average & 24% for Excellent and 26% for good.
48% of the respondents rated the Technological Advancement as Good, 24% for Very
Good and 28% for average.
INFERENCE: Hence it can be inference that the Overall perception towards the
company image is Good.
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PRAKASH AIR FREIGHT
TABLE SHOWING SATISFACTION TOWARDS COURIERGuarantee Promptness Fast
Delivery
No. of res % No. of res. % No. of res %
A 12 24 0 0 0 0
B 26 52 12 24 12 24
C 0 0 12 24 26 52
D 12 24 26 52 12 24
E 0 0 0 0 0 0
0
20
40
60
Satisfaction Towards Courier
Guarantee 24 52 0 24 0Promptness inHandling Enquiries
0 24 24 52 0
Fast Delivery 0 24 52 24 0
A B C D E
A B C D EEXCELENT VERY GOOD GOOD AVERAGE BELOW AVERAGE
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ANALYSIS
With reference to above graph and table we can analyze the degree of satisfaction
towards PRAKASH AIR FREIGHT Couriers.
52% of the respondents rated Guarantee as Very Good & other 24% of the respondents
rated it as Excellent, and the remaining 24% of the respondents rated it as Average.
52% of the respondents rated promptness in handling enquiries as Average& 24%each
for Very Good and Good.
52% of the respondents rated fast delivery as Good & 24% each for Very Good and
Average.
INFERENCE: Hence the analysis indicates that the Overall satisfaction towards the
company service is satisfactory.
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PRAKASH AIR FREIGHT
TABLE SHOWING FEATURES (RATINGS) Speed Economy Safety Accuracy
No. of res % No. of res. % No. of
res
% No. of
res.
%
A 0 0 16 32 0 0 17 34
B 50 100 16 32 50 100 33 66
C 0 0 18 36 0 0 0 0
D 0 0 0 0 0 0 0 0
020
40
60
80
100
Features ( Ratings)
SPEED 0 100 0 0ECONOMY 32 32 36 0SAFTY 0 100 0 0ACCURACY 34 66 0 0
A B C D
A B C DEXCELENT VERY GOOD GOOD AVERAGE
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ANALYSIS
The above graph shows the respondents satisfaction level towards the features of the
PRAKASH AIR FREIGHT Couriers.
Speed And Safety of was rated as Very Good by 100% of the respondents.
Again 36% of the respondents rated Economy as Good, followed by 32% each for
Excellent & Very Good.
As far as Accuracy is concerned 66% of the respondents rated as Very Good & remaining
34% rated it as Excellent.
INFERENCES: The respondents were satisfied with the features as they rated saying
they were Very Good in overall performance
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BLUE DART
TABLE SHOWING PERCEPTION TOWARDS COMPANYS IMAGE Understanding
Customer
Needs
Reputation Technological
Advancement
No. of res % No. of res. % No. of res %
A 14 28 5 10 9 18
B 22 44 18 36 18 36
C 14 28 27 54 23 46
D 0 0 0 0 0 0
E 0 0 0 0 0 0
0
20
40
60
Percepiton Towards Companys Image
Reputation 28 44 28 0 0TechnologicalAdvancement
10 36 54 0 0
UnderstandingCustomer Needs
18 36 46 0 0
A B C D E
A B C D EEXCELENT VERY GOOD GOOD AVERAGE BELOW AVERAGE
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ANALYSIS
With reference to the above table we can analyze the respondents perception towards the
company image of Blue Dart couriers.
36% of the respondents rated reputation as Very Good & Good 54%. 10% of the
respondents rated it as excellent.
54% of the respondents rated Technological Advancement as Good & 37% rated it as
Very Good. Followed by Excellent, which constitute the respondents 09%.
As far as understanding, customer needs is concerned 45% of the respondents rated it as
Good, Followed by Very good & excellent that comprise of 37% & 18%.
INFERENCE: Hence it can be inference that the respondent s perception towards the
company image of Blue Dart was good.
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BLUE DARTTABLE SHOWING SATISFACTION TOWARDS COURIERGuarantee Promptness Fast
Delivery
No. of res % No. of res. % No. of res %
A 0 0 9 18 5 10
B 42 84 14 28 28 56
C 5 10 18 36 12 24
D 3 06 9 18 5 10
E 0 0 0 0 0 0
0
20
40
60
80
100
Satisfaction Towards Courier
Guarantee 0 84 10 6 0
Promptness in HandlingEnquiries
18 38 26 18 0
Fast Delivery 10 56 24 10 0
A B C D E
A B C D EEXCELENT VERY GOOD GOOD AVERAGE BELOW AVERAGE
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ANALYSIS
The above graph shows the respondents satisfaction towards the courier service provided
by Blue Dart couriers.
84% of the respondents rated Guarantee as Very Good & 10% as Good, followed by
Average 06%.
Regarding promptness in handling enquiries 28% of the respondents rated it as Very
Good & Good 36%. Followed by Excellent 18% and Average 18%.
56% of the respondents rated fast delivery as Very Good, followed by Good, Excellent &
Average as 24%, 10% & 10% respectively.
INFERENCE: Satisfaction of the respondents towards blue dart was quit good but
Promptness in handling enquiries needed some improvement.
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BLUE DARTTABLE SHOWING FEATURES (RATINGS)
Speed Economy Safety Accuracy
No. of res % No. of res. % No. of
res
% No. of
res.
%
A 14 28 9 18 28 56 18 36
B 36 72 23 46 22 44 23 46
C 0 0 9 18 0 0 9 18
D 0 0 9 18 0 0 0 0
0
20
40
60
80
Features ( Ratings)
SPEED 28 72 0 0
ECONOMY 18 46 18 18
SAFTY 56 44 0 0
ACCURACY 36 46 18 0
A B C D
A B C DEXCELENT VERY GOOD GOOD AVERAGE
Customer Satisfaction
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ANAYLYSIS
With reference to the above graph we can analyze the respondent s satisfaction towards
the features of Blue dart couriers.
Majority of the respondents were satisfied with the speed of Blue Dart couriers. 72% of
the respondents rated speed as very good and 28% of them rated excellent.
46% of the respondents rated economy as very good and excellent (18%). Followed by
good (18%) and average (18%).
The respondents were completely satisfied with the safety of Blue Dart couriers. 56% of
the respondents rated it as excellent and 44% of them rated as very good.
As far as Accuracy of Blue Dart couriers are concerned 46% of the respondents rated it as
very good, followed by Excellent (36%) &Good (18%).
INFERENCE: the respondents were completely satisfied with the features of Blue Dart
couriers. Few of the respondents felt that the services of Blue Dart courier to be made
little more economical.
Customer Satisfaction
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DHL
TABLE SHOWING PERCEPTION TOWARDS COMPANIES IMAGE Understanding
Customer
Needs
Reputation Technological
Advancement
No. of res % No. of res. % No. of res %
A 10 20 30 60 0 0
B 10 20 10 20 20 40
C 30 60 0 0 30 60
D 0 0 10 20 0 0
E 0 0 0 0 0 0
0
20
40
60
Perception Towards Company Image
UnderstandingCustomer Needs
20 20 60 0 0
Reputation 60 20 0 20 0TechnologicalAdvancement
0 40 60 0 0
A B C D E
A B C D EEXCELENT VERY GOOD GOOD AVERAGE BELOW AVERAGE
Customer Satisfaction
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ANALYSIS
With reference to above table we can analyze the perception of the respondents towards
the Company Image of DHL Couriers.
60% of the respondents have rated Understanding Customer Needs as Good. 20% of the
respondents felt it as Excellent & 20 % of the respondents felt Very Good.
As far as the reputation of the DHL Couriers is concerned 60% of the customers felt it as
Excellent, followed by Very Good 20% & Average 20%.
60% of the respondents felt Technological Advancement of DHL Couriers as Good &
remaining 40% felt Very Good.
INFERENCE: The Respondents Perception towards DHL Couriers was found good.
Customer Satisfaction
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DHL
TABLE SHOWING FEATURES (RATINGS) Speed Economy Safety Accuracy
No. of res % No. of res. % No. of
res
% No. of
res.
%
A 30 60 0 0 20 40 40 80
B 20 40 10 20 20 40 0 0
C 0 0 10 20 0 0 0 0
D 0 0 30 60 10 20 10 20
0
20
40
60
80
Features (Rating)
SPEED 60 40 0 0ECONOMY 0 20 20 60SAFETY 40 40 0 20ACCURACY 80 0 0 20
A B C D
A B C DEXCELENT VERY GOOD GOOD AVERAGE
Customer Satisfaction
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ANALYSIS
The above graph shows the respondents satisfaction level towards the features of the
DHL Couriers.
The respondents were completely satisfied with the SPEED of the DHL Couriers, 60% of
the respondents rated it as Excellent & 40% Very Good.
The respondents felt the Price of DHL Couriers little expensive as 60% of the
respondents rated it as Average, followed by Good &Very Good that comprise of 20%
each.
As far as the SAFETY is concerned 40% of the respondents said it is Excellent, followed
by 40% of them said it was Very Good & 20% of them said it was Average.
80% of the respondents rated ACCURACY of DHL Couriers as Good & only 20% of the
respondents rated it as Average.
INFERENCES: The satisfaction level of the respondents towards the features of the
DHL Couriers was found Very Good except that the price of the services should be made
economical.
Customer Satisfaction
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DHL
TABLE SHOWING SATISFACTION TOWARDS COURIERGuarantee Promptness Fast
Delivery
No. of res % No. of res. % No. of res %
A 10 20 10 20 20 40
B 20 40 10 20 10 20
C 20 40 20 40 20 40
D 0 0 10 20 0 0
E 0 0 0 0 0 0
0
10
20
30
40
Satisfaction Towards Courier
Guarantee 20 40 40 0 0Promptness inHandling Enquiries
20 20 40 20 0
Fast Delivery 40 20 40 0 0
A B C D E
A B C D EEXCELENT VERY GOOD GOOD AVERAGE BELOW AVERAGE
Customer Satisfaction
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ANALYSIS
The above graph shows the respondents satisfaction towards the courier service provided
by DHL couriers.
40% of the respondents rated Guarantee as Very Good & 40% as Good, followed by
Excellent 20%.
Regarding promptness in handling enquiries 40% of the respondents rated it as Good &
Very Good 20%. Followed by Excellent 20%.
40% of the respondents rated fast delivery as Excellent, Followed by Good & Very Good
that comprise of 40%& 20% respectively.
INFERENCE: The respondents satisfaction level toward DHL Couriers was very good.
Customer Satisfaction
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PROFESSIONAL
TABLE SHOWING PERCEPTION TOWARDS COMPANIES IMAGE Understanding
Customer
Needs
Reputation Technological
Advancement
No. of res % No. of res. % No. of res %
A 0 0 0 0 0 0
B 24 48 26 52 30 0
C 26 52 24 48 0 40
D 0 0 0 0 20 60
E 0 0 0 0 0 0
0
20
40
60
Perception Towards Company Image
UnderstandingCustomer Needs
0 48 52 0 0
Reputation 0 52 48 0 0TechnologicalAdvancement
0 0 40 60 0
A B C D E
A B C D EEXCELENT VERY GOOD GOOD AVERAGE BELOW AVERAGE
Customer Satisfaction
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ANALYSIS
The above graph shows the perception level of respondents towards the company image
of Professional Courier.
48% of the respondents have rated understanding customer needs as very good, followed
by Good 52%.
52% of the respondents rated reputation of Professional Courier as very good & 48%.
Good.
Technological Advancement needed some improvements as 60% of the respondents rated
it as average & 40% Good.
INFERENCE: overall perception towards the company image is good but technological
advancements have to be incorporated.
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PROFESSIONAL
TABLE SHOWING SATISFACTION TOWARDS COURIER
Guarantee Promptness Fast
Delivery
No. of res % No. of res. % No. of res %
A 0 0 0 0 0 0
B 24 48 0 0 26 52
C 26 52 50 100 24 48
D 0 0 0 0 0 0
E 0 0 0 0 0 0
0
20
40
60
80
100
Satisfaction Towards Courier
Guarantee 0 48 52 0 0Promptness inHandling Enquiries
0 0 100 0 0
Fast Delivery 0 52 48 0 0
A B C D E
A B C D EEXCELENT VERY GOOD GOOD AVERAGE BELOW AVERAGE
Customer Satisfaction
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ANALYSIS
With reference to above graph and table we can analyze the degree of satisfaction
towards Professional Couriers.
48% of the respondents rated Guarantee as Very good & remaining 52% of the
respondents rated it as Good.
Again 100% of the respondents rated promptness in handling enquiries as Good. 52% of
the respondents rated fast delivery as very Good & Good 42%.
INFERENCE: The respondents are completely satisfied with the service of Professional
Couriers.
Customer Satisfaction
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PROFESSIONALTABLE SHOWING FEATURES (RATINGS)
Speed Economy Safety Accuracy
No. of res % No. of res. % No. of
res
% No. of
res.
%
A 24 48 0 0 26 52 50 100
B 0 0 50 100 0 0 0 0
C 26 52 0 0 24 48 0 0
D 0 0 0 0 0 0 0 0
0
20
40
60
80
100
Features ( Ratings)
SPEED 48 0 52 0ECONOMY 0 100 0 0SAFTY 52 0 48 0ACCURACY 100 0 0 0
A B C D
A B C D EEXCELENT VERY GOOD GOOD AVERAGE BELOW AVERAGE
Customer Satisfaction
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ANALYSIS
The above graph shows the respondents satisfaction level towards the features of the
PROFESSIONAL Couriers.
The respondents were satisfied with the SPEED of the PROFESSIONAL Couriers as
48% of the respondents rated it as Excellent and remaining 52% rated it as Good.
The respondents were completely satisfied with the pricing of the Professional Couriers
as 100% of the respondents rated it as Very Good.
As far as the SAFETY is concerned 52%% of the respondents said it was Excellent,
whereas 48% of them said it was Good.
100% of the respondents rated ACCURACY of PROFESSIONAL Couriers as Excellent.
INFERENCES: The satisfaction level of the respondents towards the features of the
PROFESSIONAL Couriers was found Very Good.
Customer Satisfaction
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OTHERS
TABLE SHOWING PERCEPTION TOWARDS COMPANIES IMAGE
Understanding
Customer
Needs
Reputation Technological
Advancement
No. of res % No. of res. % No. of res %
A 0 0 0 0 0 0
B 0 0 0 0 16 32
C 0 0 17 34 16 32
D 50 100 33 66 18 36
E 0 0 0 0 0 0
0
50
100
Perception Towards Comany Image
UnderstandingCustomer Needs
0 0 0 100 0
Reputation 0 0 34 66 0
TechnologicalAdvancement
0 32 32 36 0
A B C D E
A B C D EEXCELENT VERY GOOD GOOD AVERAGE BELOW AVERAGE
Customer Satisfaction
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ANALYSIS
The above graph shows the respondents satisfaction level towards the features of the
OTHER Couriers, which include GATTI, TNT, DTDC, and so on.
100% of the respondents have rated understanding customer needs as Average.
Reputation of the other Couriers services was rated as Average by 66% and remaining
34% rated it as Good.
As far as Technological Advancement is concerned 36% of the respondents rated it as
average & 32% each as Very Good and Good.
INFERENCE: Overall perception towards other courier s services is average.
Customer Satisfaction
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OTHERSTABLE SHOWING SATISFACTION TOWARDS COURIER
Guarantee Promptness Fast
Delivery
No. of res % No. of res. % No. of res %
A 0 0 0 0 0 0
B 16 32 16 32 16 32
C 0 0 0 0 17 34
D 34 68 34 68 17 34
E 0 0 0 0 0 0
0
20
40
60
80
Satisfaction Towards Courier
Guarantee 0 32 0 68 0Promptness inHandling Enquiries
0 32 0 68 0
Fast Delivery 0 32 34 34 0
A B C D E
A B C D EEXCELENT VERY GOOD GOOD AVERAGE BELOW AVERAGE
Customer Satisfaction
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ANALYSIS
The above graph shows the respondents satisfaction level towards the features of the
OTHER Couriers, which include GATTI, TNT, DTDC, and so on.
68%% of the respondents rated Guarantee as Average & remaining 32% of the
respondents rated it as Very Good.
Again 68% of the respondents rated promptness in handling enquiries as Average.
Remaining 32%of the respondents rated it as Very Good.
34% of the respondents rated fast delivery as Average & followed by 34% for Very
Good & 32% for Good.
INFERENCE: The respondents are not completely satisfied with the service of the other
courier companies with respect to the above mentioned parameters.
Customer Satisfaction
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OTHERSTABLE SHOWING FEATURES (RATINGS)
Speed Economy Safety Accuracy
No. of
res.
% No. of res. % No. of
res.
% No. of
res.
%
A 16 32 34 68 0 0 0 0
B 17 34 0 0 50 100 16 32
C 0 0 16 32 0 0 34 68
D 17 34 0 0 0 0 0 0
0
10
20
30
40
50
60
70
80
90
100
Features ( Ratings)
SPEED 32 34 0 34ECONOMY 68 0 32 0SAFTY 0 100 0 0ACCURACY 0 32 68 0
A B C D
A B C DEXCELENT VERY GOOD GOOD AVERAGE
Customer Satisfaction
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ANALYSIS
The above graph shows the respondents satisfaction level towards the features of the
OTHER Couriers, which include GATTI, TNT, DTDC, and so on.
The speed of these other courier services needed some improvement and as 34%of the
respondents rated average regarding the speed.
The respondents were satisfied with the other features as they rated saying they were
Very Good in overall performance.
INFERENCES: The satisfaction level of the respondents towards the features of the
Other Couriers was found good but ex the speed of delivery needed some improvement.
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SUMMARY AND CONCLUSION
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SUMMARY OF FINDINGS
PROFILE OF THE RESPONDENTØ Majority of the respondents were graduates, indicating that they had an adequate
educational background to support their responses.
Ø 52% of the respondents prefer Airway, followed by Waterway 24%, Roadway
16% and Railway 08%.
Ø 56% of the respondents prefer courier service on a contract basis. Where as 44%
of the respondents do not prefer transaction through contract basis.
Ø Majority of the respondents prefer courier dispatch daily
Ø 40% of the respondents prefer Blue Dart and 20% of the respondents prefer
Prakash Air Freight. Followed by DHL (16%), Professional (12%) and Skypak
(04%). Others (08%) include Gatti, TNT & DTDC. Majority of the respondents
preferred Blue Dart.
PRAKASH AIR FREIGHT
Ø Overall perception towards the company image is Good
Ø Satisfaction towards the company service is satisfactory
Ø The respondents were satisfied with the features as they rated saying they were
Very Good in overall performance, Speed and Safety of PRAKASH AIR
FREIGHT couriers was rated as Very Good by 100% of the respondents.
Ø 36% of the respondents rated Economy as Good, 32% each for Excellent & Very
Good.
Ø As far as Accuracy is concerned 66% of the respondents rated as Very good &
remaining 34% rated it as Excellent.
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BLUE DART
Ø The respondents were completely satisfied with the features of Blue Dart couriers.
Few of the respondents felt that the services of Blue Dart courier to be made little
more economical.
Ø Promptness in handling enquiries of Blue Dart couriers needed some
improvement.
Ø The respondent s perception towards the company image of Blue Dart was Good.
Ø Majority of the respondents were satisfied with the speed of Blue Dart couriers.
74% of the respondents rated speed as very good and 26% of them rated
excellent.
Ø 46% of the respondents rated economy as very good and excellent (18%).
Followed by good (18%) and average (18%).
Ø The respondents were completely satisfied with the safety of Blue Dart couriers.
54% of the respondents rated it as excellent and 44% of them rated as very good.
Ø As far as Accuracy of Blue Dart couriers are concerned 44% of the respondents
rated it as very good. Followed by Excellent (36%) &Good (18%).
DHL
Ø The satisfaction level of the respondents towards the features of the DHL Couriers
was found Very Good except the price of the services should be made
economical.
Ø The respondents satisfaction level toward DHL Couriers was satisfactory.
Ø The Respondents Perception towards DHL Couriers was found Good.
Ø The respondents were completely satisfied with the SPEED of the DHL Couriers,
60% of the respondents rated it as Excellent & 40% Very Good.
Ø The respondents felt the Price of DHL Couriers little expensive as 60% of the
respondents rated it as Average, followed by Good &Very Good that comprise of
20% each.
Ø As far as the SAFETY is concerned 40% of the respondents said it is Excellent,
followed by 40% of them said it was Very Good & 20% of them said it was
Average.
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Ø 80% of the respondents rated ACCURACY of DHL Couriers as Good & only
20% of the respondents rated it as Average.
PROFESSIONAL
Ø The satisfaction level of the respondents towards the features of the
PROFESSIONAL Couriers was found Very Good.
Ø Overall perception towards the company image is good.
Ø The respondents are completely satisfied with the service of Professional
Couriers.
Ø The respondents were satisfied with the SPEED of the PROFESSIONAL Couriers
as 50% of the respondents rated it as Excellent and remaining 50% rated it as
Good.
Ø The respondents are completely satisfied with the pricing of the Professional
Couriers as 100% of the respondents rated it as Very Good.
Ø As far as SAFETY is concerned 50% of the respondents rated it is Excellent,
followed by 50% of them as Good.
Ø 100% of the respondents rated ACCURACY of PROFESSIONAL Couriers as
Excellent
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SKYPAK
Ø Satisfaction level of the respondents towards the features of the SKYPAK
Couriers was found Very Good.
Ø Overall perception towards the company image is Very Good
Ø The respondents are completely satisfied with the service of skypak
Ø The respondents were satisfied with the features as they rated saying they were
Very Good in overall performance.
OTHERS
Ø Satisfaction level of the respondents towards the features of the Other Couriers
was found Very Good but except the speed needed some improvement
Ø Overall perception towards the company image is Average.
Ø The respondents are not completely satisfied with the service of OTHERS
Couriers.
Ø The OTHER Couriers, which include GATTI, TNT, DTDC, and so on.
Ø The speed of these other courier services needed some improvement and as
34%of the respondents rated average regarding the speed.
Ø The respondents were satisfied with the other features as they rated saying they
were Very Good in overall performance.
Customer Satisfaction
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SUGGESTIONS AND RECOMMENDATIONS
PRAKASH AIR FREIGHT
The respondents felt that the overall performance was Very Good. But it is important to
consider that they have not reached the mark of the Excellence. Hence they have to bring
themselves to this mark by introducing new techniques, advancement in technology,
which will help in faster Delivery and in handling enquiry promptly. They have to keep
in track of the goods that have to be delivered so as to gain the confidence of the
customers.
Relating to Blue Dart
The services and features were highly rated by the respondents and the respondents said
they were completely satisfied with the overall service. But they have to be more
economical as the respondents felt that their pricing was on the higher side. By working
on a better pricing policy the company may be able to gain a higher market share.
Relating to DHL
Overall, the respondent s satisfaction level toward DHL Couriers was satisfactory.
DHL couriers have attained a reasonably good level as per the responses. But they have
to attain further progress by improving their Guarantee & Promptness in Handling the
Enquiries.
They should also try to be more Economical as they do not stand high based on that
particular parameter.
Relating to Professional
The respondents stated that they were comfortable with the services of professional
courier. But they have to bring themselves to a higher level so as to be rated as one of the
better courier services, as it is very important to the company for their expansion. They
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have to concentrate on the Technological Advancement so as to improve on Fast
Delivery and Economy.
Relating to SkyPak
SkyPak has been rated under the category of very good with respect to all features. They
should keep consumer satisfaction in mind and update the factors for reaching the
excellent mark.
Relating to Others (GATTI, TNT...)
Most of the respondents rated the other courier services on an average scale. This is the
reason the branded courier services are usually preferred. The respondents are not
completely satisfied with the service of Other Couriers in relation to Safety and
Accuracy. They have to improve on variety of features like safety, accuracy, speed etc.
Customer Satisfaction
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Conclusion
All in all in spite of the stiff competition and the increasing overheads Prakash Air
Freight Ltd. Has sustained its place in the Indian market as well as the global forum.
The main objective of any courier industry is fast and timely delivery with least
deviations. There are bound to be certain logistical hazards in this business but the
lies in how much the company can limit these bottlenecks.
After a strategic business alliance with Federal Express the company has moved
forward drastically in terms of revenue and in terms of procedures and technology
utilization.
There has to be a focus on quality service, keeping an eye on the cost factor which
will enhance the performance of the company.
In today s dynamic business environment the players in the courier industry have to
keep in mind the customer needs and requirements so as to provide them with
customer delight. It is important to keep the customer satisfied so that there is a
repeated use of the service. Parameters such as speed, promptness, pricing play a
crucial role and is a pedestal based on which the fate of the company lies on.
DIRECTION FOR FURTHUR RESEARCH:
There are several avenues in the field of the courier service industry. Logistics play a
key role in the smooth functioning of the company. To further build on this topic a
systematic study on improvements in logistics can help improve a company s
competitive advantage.
Customer Satisfaction
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ANNEXURE
SELECT BIBLIOGRAPHY
Website:
Ø www.pafex.com
Ø www.tntpost.com
Ø www.bluedart.com
Ø www.profesional.com
Ø www.skypak.com
Newspaper:
Ø The Economic Times
Reference Books:
Ø Leon. G.Schiffman, Consumer Behaviour, 6th edition, Prentice-Hall of India
Ø Pradeep Kumar, Elements of Marketing Management, 6th edition, Kedar Nath
Ram Nath & co.
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QUESTIONNAIRE
NAME : ___________________
AGE : ___________________
QUALIFICATION
GRADUATE ____________ UNDERGRADUATE __________
PROFESSIONAL ____________ OTHERS (Specify) __________
WHICH TYPE OF COURIER FACILITY YOU PREFER
RAILWAY ____________ AIRWAY __________
ROADWAY ____________ WATERWAY __________
THE COURIER SERVICE YOU ARE PRESENTLY
TRANSACTING WITH
PRAKASH AIR FREIGHT ________ BLUE DART ________
DHL ________ SKYPAK __________
PROFESSIONAL __________ OTHERS SPECIFY__________
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HOW FREQUENT THE DISPATCH IS Daily __________ Weekly _____________ Monthly __________ Else Mention _____________
DO YOU PREFER TRANSACTION ON BASIS OF CONTRACT
YES _____________ NO ___________
RATE THE BELOW LISTED COMPANIES ON THE FOLLOWING PARAMETERS (ON A SCALE OF A T0 D )
A B C DEXCELENT VERY GOOD GOOD AVERAGE
SPEED ECONOMY SAFETY ACCURACYFRANCHBLUED ARTPROFESSIONALSKYP AKDHL
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INDICATE YOUR LEVEL OF SATISFACTION WITH THESERVICE ABILITY OF YOUR COURIER WITH RESPECT TOTHE FOLLOWING PARAMETERS (ON A SCALE OF A T0 E )
A B C D EEXCELENT VERY GOOD GOOD AVERAGE BELOW AVERAGE
Guarantee _____________
Promptness in Handling Enquirers _____________
Service Delivery _____________
Understanding Customer Needs _____________
Reputation _____________
Technological Advancement _____________
HOW SATISFIED ARE YOU WITH THE PRICE RANGE OF THESERVICE?
1 2 3 4 5 ,
EXTREMEML Y SATISFIED SOME NEUTRAL DISSA TISFIEDSATISFIED WHAT
SATISFIED .