iswarya project.doc
TRANSCRIPT
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A STUDY ON SHIPPING AGENCY AND CUSTOMER SATISFACTION
LEVEL OF SICAL LOGISTICS LIMITED WITH REPECT TO
CHENNAI PORT.
1. INTRODUCTION
LOGISTICS OVERVIEW:
Logistics is the process of planning, implementation, and controlling the efficient, effective
flow and storage of goods, services and related information from point of origin to point of
consumption for the purpose of conforming to customer requirements at the right place, at the
right time, of the right quality, at the right cost. This definition includes inbound, outbound,internal and external movements and return of materials for environmental purpose.
OBJECTIVES OF LOGISTICS:
Reduction of inventory.
Economy of freight.
Reliability and consistency in delivery performance.
Minimum damage to products.
Quicker and faster response.
FUNCTIONS OF LOGISTICS:
Order processing.
Inventory planning and management.
Warehousing.
Packaging.
Transportation.
MODES OF TRANSPORTATION IN GLOBAL LOGISTICS:
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Transportation plays a vital role in the movement of cargo within or between countries.
Selection of the transportation mode depends upon the following factors,
Location of market
Cost of transportation
Speed of cargo transportation
Reliability of mode
BARRIERS TO GLOBAL LOGISTICS:
LOGISTICS INFORMATION SYSTEM (LIS):
LIS means capturing, analyzing, and communicating information related to logistics and
supply chain management.
FUNCTIONS OF A LOGISTICS INFORMATION SYSTEM:
Planning
Marketing/
competition
Financial
barriers
Distribution
channels
Potential benefits of
international trade
Global logistics
management
Barriers to international
logistics
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Co ordination
Customer service and communication
Control
PRINCIPLES OF LOGISTICS INFORMATION:
MULTIMODAL LOGISTICS:
Multimodal transport embraces road, rail, sea and air links or combination of any these links
or sectors, including the ancillary services supporting the entire network such as freight
forwarding, haulage, customs, warehousing, inland depots, insurance, banking, finance and
related sectors. The advent of containerization of cargos has led to the establishment of huge
multimodal transport operators with point to point services involving ships, trucks and
rails.
EXAMPLE OF MULTIMODAL LOGISTICS:
Truck/rail truck
Rail rail
Accur
acy
Time-
liness
Avail -
ability
Except
ion
based
Forma
t
Flexibi
lity
LIS
COAL
Non
coking
Thermal
power
Cokeoven
Coke
WasheryCokingcoal
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Truck/rail ship
1.1NEED OF STUDY
The Agents prioritized tasks were
a) To obtain business
b) To secure funding / payment
The agent is eyes and ears of the principal and major responsibility of the agent to keep
his principle fully informed of all events which occur while ship in care, that is to say from
the time the agent receive the appointment he should be updating his principle constantly on
the prospects for the vessels port call including ETA, Berthing, cargo operation, sailing
prospects. Prior to the ships arrival the agent will be receiving ETAs from the Master(captain) on which he will be making the arrangements for Port entry, berthing and cargo
operation. This information will be transmitted to the local harbor authority and cargo
terminal. They in turn will be feeding back information on port entry time, berth availability
and prospects for cargo completion. The agent becomes the central point of communication
relaying this information back to his principal and on the principals instruction, to the next
port of call so that they know when to expect the vessels arrival.
The agent should be aware of his responsibilities dependent upon the party
from whom he receives his appointment. The appointment may be by
a) Owners
b) Charterers (time or voyage)
c) Owners protective(supervisory) agent
OWNERS APPOINTMENT:
Thermal
power
Destinatio
n port
Reducing
agent/fuel
Source
port
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The agent receives his appointment from the ship-owner who in turn operating the vessel,
usually on a voyage charter. The agent will look after the interests of the owner and his duties
include
a) All port arrangement for the vessel berth.
b) The ships port disbursement costs.
c) All crew and domestic matters
Depending on the charter party, he may also be responsible for arranging cargo
operations. Throughout the port call, the agent will keep the owner fully advised of all events
and factors and carry out instructions received from the owner relevant to the ships call. He
will protect the owners interest against charter, shipper and/or receivers in the event of any
dispute or claims.
APPOINTMENT BY TIME CHARTERER:
When an agent is appointed by a time charterer (often legally referred as the
disponent owner). The agents relationship with the vessel and its personnel is, on the
surface. Areas of conflict include in this are
a) Breakdown of ships equipment.
b) Crew dispute.
c) Certification.
d) Vessels general fitness.
When receiving appointment from time charters it is important for the agent to clarify
who will pay for what. Although under time charter party the disponent owner will have to
pay all the normal disbursements such as port dues, pilotage, towage etc, the actual owner
still have to pay such things as repairs and servicing of equipment, crew matters and all other
things which directly relate to the ship itself.
NOMINATED BY VOYAGE CHARTERER:
The appointment has to be made by the owner (or disponent owner) and the legally
binding contract is between these two. There may be some sort of agreement between the
agent and the nominating charterer but so far as each ship is concerned, the fiduciary duty is
owned by the agent to the owner.
OWNERS PROTECTIVE AGENT:
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There are lots of competitors for shipping agency business/companies. Periodically
the shipping agencies are focusing on service quality. Unless the company pays themselves in
a good position for its service, it is difficult to survive in the market
This study is viewed in SICAL Logistics shipping agency business and how to
improve service quality in order to satisfy the customers.
.
1.3INDUSTRIAL PROFILE
Shipping and World Trade
Over 90% of world trade is carried by the international shipping industry. Without shipping
the import and export of goods on the scale necessary for the modern world would not be possible.
Seaborne trade continues to expand, bringing benefits for consumers across the world
through low and decreasing freight costs. Thanks to the growing efficiency of shipping as a
mode of transport and increased economic liberalisation, the prospects for the industrys
further growth continue to be strong.
There are around 50,000 merchant ships trading internationally, transporting every
kind of cargo. The world fleet is registered in over 150 nations, and manned by over a million
seafarers of virtually every nationality.
The different types of ship in the world merchant fleet
Container ships:
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Which carry most of the world's manufactured goods and products, usually through
scheduled liner services.
Bulk carriers:
The work horses of the fleet, these transport raw materials such as iron ore and coal.
Identifiable by the hatches raised above deck level which cover the large cargo holds.
Tankers:
Transport crude oil, chemicals and petroleum products. Tankers can appear similar to bulk
carriers, but the deck is flush and covered by oil pipelines and vents.
Ferries and Cruise ships:
Ferries usually perform short journeys for a mix of passengers, cars and commercial vehicles.
Most of these ships are Ro-Ro (roll on - roll off) ferries, where vehicles can drive straight on
and off, making it a speedy and easily accessible way to travel. Demand for cruise ships
expanded rapidly during the 1980s, leading to a new generation of large and luxurious
'floating hotels'
Specialist ships
Such as anchor handling and supply vessels for the offshore oil industry, salvage tugs, ice
breakers and research vessels.
Top 20 largest shipping flags
(January 2005)
Figures in brackets are millions of gross tonnes of shipping registered in the countries listed.
Source: Lloyd's Register Fairplay.
1. Panama (131)
2. Liberia (54)
3. Bahamas (34)
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4. Greece (32)
5. Hong Kong (China) (25)
6. Singapore (25)
7. Malta (23)
8. Marshall Islands (22)
9. Cyprus (21)
10. China, People's Republic (19)
11. Norway (19)
12. Japan (12)
13. United States (11)
14. Italy (11)
15. UK (mainland) (10)
16. Germany (8)
17. Denmark ((7)
18. Korea (South) (7)
19. India (7)
Top 15 beneficial ownership countries:
(January 2003)
Based on total deadweight tonnage controlled by parent companies located in these countries.
Figures in brackets represent percentage of world fleet. Source: UNCTAD.
1. Greece (19.5%)
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2. Japan (13.6%)
3. Norway (7.6%)
4. China, People's Republic of (5.7%)
5. United States (5.5%)
6. Germany (5.3%)
7. Hong Kong, China (4.9%)
8. Korea, Republic of (3.3%)
9. Chinese Taipei (2.9%)
10. Singapore (2.5%)
11. United Kingdom (2.3%)
12. Denmark (2.1%)
13. Russia (2.1%)
14. Italy (1.6%)
15. Saudi Arabia (1.4%)
Number of ships (by total and trade)
As at January 1st 2005, the world trading fleet was made up of 46,222 ships, with a combined
tonnage of 597,709,000 gross tonnes.
Figures in brackets are numbers of ships, by sector.
Source: Lloyd's Register Fairplay January 2005.
General Cargo ships (18,150) Tankers (11,356)
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Bulk Carriers (6,139) Passenger ships (5,679)
Container ships (3,165) Other (1,733)
TOTAL (46,222)
Value of volume of world trade by sea
It is difficult to quantify the value of volume of world seaborne trade in monetary terms, as
figures for trade estimates are traditionally in terms of tonnes or tonne-miles, and are
therefore not comparable with monetary-based statistics for the value of the world economy.
However, United Nations Conference on Trade and Development (UNCTAD)estimates that the operation of merchant ships contributes about US$380 billion in freight
rates within the global economy, equivalent to about 5% of total world trade.
Shipping trade estimates are usually calculated in tonne-miles - a measurement of
tonnes carried, multiplied by the distance travelled. In 2003, for example, the industry
shipped around 6.1 thousand million tonnes over a distance of about 4 million miles, giving
over 25 thousand billion tonne-miles of total trade.
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Source: Fearnley's Review
Throughout the last century the shipping industry has seen a general trend of increases in
total trade volume. Increasing industrialization and the liberalization of national economies
have fuelled free trade and a growing demand for consumer products. Advances in
technology have also made shipping an increasingly efficient and swift method of
transportation. Over the last four decades total seaborne trade estimates have nearlyquadrupled, from less than 6 thousand billion tonne-miles in 1965 to 25 thousand billion
tonne-miles in 2003.
As with all industrial sectors, however, shipping is occasionally susceptible to
economic downturns - a notable fall in trade occurred during the worldwide economic
recession of the early 1980s. However although the growth in seaborne trade was tempered
by the Asian financial crisis of the late 1990s there has generally been healthy growth in
maritime trade since 1993.
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The principal regulations governing maritime safety
The following are the major international shipping conventions, adopted by the International
Maritime Organization (and the International Labour Organization) concerning safety and
pollution prevention. However, many other maritime instruments concerning more specific
issues are also in force worldwide.
Dealing with the ship
SOLAS (International Convention for the Safety of Life at Sea, 1974) lays down a
comprehensive range of minimum standards for the safe construction of ships and the basic
safety equipment (e.g. fire protection, navigation, lifesaving and radio) to be carried on board.
SOLAS also requires regular ship surveys and the issue by flag states of certificates of
compliance.
MARPOL (International Convention for the Prevention of Pollution from Ships, 1973/1978)
contains requirements to prevent pollution that may be caused both accidentally and in the
course of routine operations. MARPOL concerns the prevention of pollution from oil, bulk
chemicals, dangerous goods, sewage, garbage and atmospheric pollution, and includes
provisions such as those which require certain oil tankers to have double hulls.
COLREG (Convention on the International Regulations for Preventing Collisions at Sea,
1972) lays down the basic "rules of the road", such as rights of way and actions to avoid
collisions.
LOADLINE (International Convention on Loadlines, 1966) sets the minimum permissible
free board, according to the season of the year and the ship's trading pattern.
ISPS (The International Ship and Port Facility Security Code, 2002) includes mandatory
requirements to ensure ships and port facilities are secure at all stages during a voyage.
Dealing with the Shipping Company
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ISM (The International Safety Management Code, 1993) effectively requires shipping
companies to have a licence to operate. Companies and their ships must undergo regular
audits to ensure that a safety management system is in place, including adequate procedures
and lines of communication between ships and their managers ashore.
Dealing with the Seafarer
STCW (International Convention on Standards of Training, Certification and Watchkeeping
for Seafarers, 1978/1995) establishes uniform standards of competence for seafarers.
ILO 147 (The ILO Merchant Shipping (Minimum Standards) Convention, 1976) requires
national administrations to have effective legislation on labour issues such as hours of work,
medical fitness and seafarers' working conditions.
Energy efficiency
In those sectors where it competes directly with other means of transport, shipping remains
by far the most energy efficient form of transport. Research undertaken by the UK
government has demonstrated that energy consumption of road transport by truck lies in the
range 0.7 to 1.2 Megajoules/tonne-km.
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By comparison, the consumption of a 3,000 dwt coastal tanker at 14 knots is about 0.3
Mj/tonne-km and a medium size container ship (1,226 TEU) at 18.5 knots about 0.12Mj/tonne km.
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COMPANY PROFILE:
Evolution:
Founded in 1955, by Late Dr M.A. Chidambaram, pioneering entrepreneur who
introduced slew of engineering products in India
Public listing on BSE and NSE in 1981
Focus on logistics business and adopted strategy to hive off non-core businesses in
2005
Rechristened South India Corporation Agencies Ltd as Sical Logistics Ltd in 2006
Sical Logistics Limited is one of the leading providers of integrated multi-modal
logistics solutions in India.
The company, based in Chennai, offers the most comprehensive solutions for bulk,
container and offshore logistics.
It continues to lead the market with infrastructure initiatives like the Sical Iron Ore
Terminal at Ennore, Road and Rail Terminals at the Multimodal International Hub
Airport at Nagpur (MIHAN) and the Sical rail services.
The Sical Way:
Mission:
To deliver integrated multimodal logistics services by a highly motivated team using
best practices and technology ensuring a dominating customer experience.
Vision:
To be the most preferred integrated multimodal logistics services provider in bulk and
container logistics in India with global presence.
Goal:
To become a billion dollar company by 2012.
Values:
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People Service Profit.
SicalLogistics Limited Service Dimensions
Sical Logisticshas capability tooffer a comprehensive, end-to-end logistics solution tocustomers,in-house
Freight Forwarding tocommence from 3rd Qtr of2009
Shipping
Port Stevedoring
Port Terminal
Handling
Custom House
Agency
ICD/CFS/Rail
terminals
Transportation
Road/Rail
Warehousing
First/Last
Mile
Freight
Forwarding
Services Provided:
Bulk Logistics: The bulk logistics operations of Sical are divided into port logistics
and inland logistics.
Port Logistics: Sical has rich experience in the port logistics services of
stevedoring, customs house agency and ship agency across all major Indian ports. The
company continues to be the largest bulk cargo handling service provider in the sub-
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continent. Its exclusive walk-in bulk cargo berth at Chennai provides a competitive
edge to effectively service its valued customers
Inland Logistics: Sical is well placed to cater to the burgeoning demand
for Inland logistics, with a fleet of 3000 trucks and 105 warehouses with total space of
2 million square feet. It has been a pioneer in introducing GSM/GPS systems for
trucks carrying high value cargo for real-time tracking.
Container Logistics: Sical has pan India container train operations on strategic
corridors (Chennai, Bangalore and Nagpur) for EXIM and domestic cargo. It owns and
operates container terminals at Tuticorin and Chennai in JV with the Port Authority of
Singapore, a global leader in ports and terminals. Sical Distriparks Ltd, a subsidiary, owns
and operates a 55 acre container freight station near Chennai.
Offshore Logistics: Sical provides cutting edge offshore logistics services to the
energy and heavy engineering sectors. It provides Operations and Maintenance services to
ONGC for 17 Samudrika category vessels. This prestigious contract was won for the fifth
consecutive time by Sical.
The company acquired Bergen Offshore Logistics Limited in 2006 to provide
world class offshore logistics services through high quality equipments, vessels and
engineering expertise. In line with this strategy, it acquired Sical Torino, a new DP2 and FiFi
capable SPV, currently deployed in North Sea. Its ambitious plans include the expansion of
its fleet to 25 vessels in the next 3 years, thereby evolving into the foremost player in the
international offshore logistics arena.
Infrastructure Projects:
Sical continues to strengthen and grow with upcoming infrastructure contracts under a new
subsidiary- Sical Infrastructure Limited:
Sical Iron Ore Terminal Limited is slated to be the largest terminal in India with an
initial capacity of 12 million tons. It is will be managed as a Build-Operate-Transfer (BOT)
contract to be operational by 2009.
Nagpur Sical Gupta Rail Terminal Limited is the Sical led consortium with MADC
& Gupta Coal India Limited developing the MIHAN Rail Terminal on BOT basis. It will
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install rail infrastructure to handle container flat rakes and will have an annual handling
capacity of 1, 50,000 TEUs. It will combine the twin strengths of Sicals technical prowess
and strategic expertise to provide innovative and dedicated customer solutions.
Nagpur Sical Gupta Road Terminal Limited is the SPV from Sical, MADC and
Gupta which will develop the MIHAN Road Terminal, on a 60 hectare plot on a 66 years
lease. The terminal will contain truck parking facilities, warehouses, cold storage and open
stacking areas. The project will be based on a freight exchange model with Sical offering
single window solutions across dimensions.
PSA Sical consortium will manage and operate the second container terminal at
Chennai, to be developed on BOT basis with a 30-year license period. Sical will construct the
new berth covering the East and South Quay. It will position the company as the leading
container logistics services provider in the country.
Sical Multimodal and Rail Terminal Limited (SMART) is poised to offer superior
and competitive container rail logistics services through a network of rail linked ICDs in
Hub and Spoke model with MIHAN Nagpur as hub and Chennai and Bangalore as spokes.
The total project cost is estimated to be Rs 411 crores. Sical Multimodal will be aligned to
offer innovative, competitive and reliable end-to-end solutions to customers across India. It
recently started 3rd rake movement between Melapakkam near Chennai & Patli (Gurgaon). It
plans terminals at Chennai, Bangalore, and Nagpur which are expected to be operational by
FY 2011.
PSA Sical Terminals Limited: Sical logistics Ltd in joint venture with Port of
Singapore Authority (PSA) has designed, constructed, equipped, developed, maintains and
operates Container terminal on Build-Operate-Transfer basis inTuticorin Port, Tamil Nadu,
and India from December 1999. The terminal has set very high standards in operational
efficiency and has achieved higher productivity levels.
Sical Logistics Limited (SLL)
One of the largest Integrated Logistics Solutions Provider
Handles about 26 million tonnes of bulk cargo , annually
Stevedoring in all major ports in India
CHA division provides Customs clearance
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Shipping division at all major ports.
Trucking division covering all states in India.
Sical's delivery network includes:
Exclusive walk-in berth at Chennai Port bulk cargo
450,000 Sq.ft of storage space across over 100 warehouses
owned and contracted fleet of 3500 transport vehicles
Fully mechanized coal handling and conveyor facility to handle 12 million tons
per Annum at Ennore Port
Awarded the Best Logistics Service Provider in most ports like Tuticorin,
Chennai, Vizag in Logistics forum
Port Handling
Sical operates a Walk-in Berth on scheme for 20 years - Chennai Port
Handles over 26 Million tonnes annually
Chennai - 2.5 Million Tonnes
Tuticorin - 6.5 Million Tonnes
Vizag - 3.8 Million Tonnes
Ennore- 8.5 Million Tonnes
Murmagoa - 4.5 Million Tonnes
Have the experience of handling at Haldia for TNEB 5.5 Million Tonnes
Have the experience of handling at Paradip port - 1.0 Million Tonnes annually
(1997 2001)
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Trucking
Pan-India operations setup
Owned maintenance Facility at Chennai, Tuticorin & Hospet and
arrangement in 20 Stations
GSM based GPS tracking system for real-time tracking of high value cargo
Cargo Handled - Project and containerized cargo, dry loose
Bulk, Liquid bulk, finished Bulk, ODC,
Customized vehicles (Special Purpose Vehicles)
Handle Honda Siel Cargo Custom Built Trucks
CHA
CHA operations carried out on Pan India basis with 10 branches spread
across India.
Customers handled - TANCEM, Wipro, Nava Karnataka Steels, BEML,
NMDC-Chennai, MMTC-Hyderabad, Jindal South West -Chennai &Bombay,
Henkel etc.
Shipping
Handled vessels in all major ports, representing 300-350 vessels per annum.
Customers handled- Setaf Saget SAS, France, Allied Maritime Inc, Greece,
Oldendorff Carriers, Germany
Warehousing
Spread over area of about 4.5 lac sqft with 1 lac mt storage capacity
100 plus warehouses across Tamil Nadu, Andhra Pradesh, Karnataka and
Kerala
Products handled are fertilizers, cement and steel
Value added services of bagging, strapping and shrink packing.
Sical Iron Ore Terminal
Sical in partnership with MMTC and L & T IDPL
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Designed to be one of the largest Mechanized Iron Ore handling terminal in
Asia
Berth built suitably for handling Cape size vessel initially and Super cape
vessel at future Berth construction expected to be completed by December 2009
Commences operation by 2010
Handling capacity
- Initial 6 Million Tonnes per annum
- Final 12 Million Tonnes per annum
Stockyard Capacity 1.2 Million Tonnes in Phase I
2.4 Million Tonnes in phase II
2. STATEMENT OF OBJECTIVES
OBJECTIVE OF STUDY:
2.1 Primary objective:
The Primary objective of the study is to Determine the Shipping Agency &
Customer Satisfaction level of SOUTH INDIA CORPORATION
(AGENCIES) LIMITED.
2.2 Secondary objective:
The Secondary objective is to
To understand the concept of agency business in shipping division.
To identify out the activities associated with shipping agency.
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To understand the operation structure associated with sical shipping.
To know the opinion about service quality of sical.
To know what are the expectation of customers of sical.
To find out the various aspects that influences the customer satisfaction level.
To know the reasons for the successful operation of SICAL Logistics.
3. REVIEW OF LITERATURE
MEANING OF PORT AGENCY:
It is important that the agent always acts to protect and promote both present and
future, the best interests of his principal, to expedite his instructions efficiently and to
take care of his needs and requirements competently to the best commercial benefits.
Legal agency relationship, when one person who is called the agent is considered by
law as authorised to represent another person called the principal, in such way as to beable to affect the principals legal position.
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In other words, an agent is defined as a person or thing producing effect.
As a ships agent, instructions are received from principals and put into effect in line
with their requirements.
It is an agents role to advice the client of conditions and actions which may in
someway affect the port call of the vessel, and to advise the best method of handling a
ship call for the overall benefit of the client.
The first duty which an agent furnishes is to determine which services a particular
ship will need for a given cargo and to make the necessary requirement arrangement.
MEANING OF CUSTOMER SATISFACTION:
Whether the buyer satisfied after purchase depends on the offers performance in
relation to the buyers expectations. In general, satisfaction is a persons feelings of
pleasure/disappointment resulting from comparing a services/products perceived.
Performance (or outcome) in relation to his /her expectation.
If the performance falls short of expectations the customer is dissatisfied. If the
performance matches the expectation, the customer is satisfied. If the performance exceeds
expectations, the customer is highly satisfied or delighted.
The link between customer satisfaction and customer loyalty is not proportional.
Suppose the customer satisfaction is rated on a scale from 1 5. At very low level of
customer satisfaction (level 1), customer are likely to abandon the company and even bad
mouth it.
At level 2 4, customer fairly satisfied, but still find it easy to switch when a better
offers come along. At level 5, the customer is very likely to purchase and even spread good
word of mouth about the company.
High satisfaction or delight creates an emotional bond with Brand Company, not just
a rational preference.
CUSTOMER EXPECTATION:
How do buyers form their expectation?
From past buying, experience, friends and associates advice, marketers and
competitors information and promises.
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If the marketers have expectations too high, the buyer likely to be disappointed,
however, if the company sets expectations too low, it wont attract enough buyers.
DELIVERING HIGH CUSTOMER VALUE:
The key generating high customer loyalty is to deliver high customer value.
According to MICHEL CANNING, in his delivering profitable value, a company
must design a competitively superior value proposition aimed at specific market segment,
backed by a superior value delivery system.
Basically, the proposition is a statistical about the resulting experience customer will
gain from their relationship with supplier.
The brand must represent promise about the total experience. Customer can expect the
value delivering system includes all the experience, the customer will have on the way to
obtaining and using the offering.
MEASURING SATISFACTION:
Although the customer centered firm seeks to create high customer satisfaction that is
not its main goal. If the company increases customer satisfaction by lowering its service, the
results may be lower profits.
The company may be able to increase its profitability by means other than increased
satisfaction. Spending more to increase customer satisfaction of other partners.
The company should vary in how the customer define good delivery, may be in early
delivery, on time delivery, order completeness and so on.
AGENCY OPERATION (SHIPPING) IN SICAL:
QUALITY PLAN AGENCY.
Enquiry handing
Reply to
principals
Obtain appointment
letter
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Declare in port berth
meeting
Funds to handle
Readiness of vessel, filling
IGM, issuing D/O, declare at
port
Suitable berth
Boarding formalities
Customs boarding, immigrationBoarding , port health Boarding
Day to day report to
principals
MMD clearance, portentry/clearance, entry
confirmation at customs,ILH
Due
Vessel requirements,
performance of vessel, s/on
s/off crew
Medical assisment, appt.ofsub
contract of surveyors,
classification, statutory,
cargo/hatch surveyPreparation of SOF
Sailing formalities
Forwarding Documents to
principals
S/off, NOR, Survey report, etc,final D/A
Port/MMD clearance,
immigration clearance,
customs clearance
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FLOW CHART FOR EXPORT.
Export
Issue of shipping order
Open gate
Collect copy of shipping
bill
File IGM application
Readiness of vessel
Loading operations
Attend/arrange the following
class surveys, vessels
requirements, sailing
documents
Attend arrival formalities
Hatch inspection / initial
survey
Berth allotment
Filling EGM with shippingbill
Final draft survey
Keep principle informed about
vessels movement
Issue mate receipt
Release of Bill of Lading
Dead freight (if any)
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FLOW CHART FOR IMPORTS.
Import
Intimate receiver with ETA ofvessel
Copy of B/L stowage plan,
cargo, freight manifest
Collect original B/L or LOI
IGM filling
Principals appointment
Intimate arrival of vessel to
receiver
Issue delivery order
Initial draft survey
Documents readiness
Tender notice of
readiness
Attend arrival formalities
Berth allotment
Discharge operation
Final survey
Closing manifest
Re delivery process & class
survey
Custom claim
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SHIPPING AGENCY BUSINESS IN GENERAL:
The shipping agency business starts with the following
a) Marketing,
b) Operations,
c) Collections,
d) Accounts,
e) Billing.
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FLOW CHART FOR AGENCY BUSINESS.
Marketing
Owners
Owner
agency
(OA)
(
Charterers
Appointment
Letter
Operation
Team
Preparation of
PDA
Owner
protecting
agency (OPA)
Charter
protecting
agency (CPA)
Charterer
agency (CA)
Agre
ed
Port MMD
Immigr
ation
Vessel
onr/cht
r
Master/chief
officer
Steved
ores/C
&F
Shipper/recei
ver
Survey
or
Custo
ms1
3
2 4
5
6
7
8
9
Collections
Accounts
Billing
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PORT:
a) In port berthing meeting, declare vessels ETA, along with vessels particulars to
secure suitable berth.
b) To update vessel position everyday (any change in ETA, ETC,etc)
c) As an agent, interact with the following officers of port.
Chairman
Traffic manager traffic dept.
Docks manager (operations) marine dept.
Asst. traffic manager (shipping control)
Deputy port conservator marine dept.
Harbour master (marine dept)
Financial advisor & chief accounts officer A/cs dept
Signal staff marine dept
Safety fire officer marine dept
d) At Marine Dept.(Harbour Masters office) to obtain entry inward and outward
certificates after necessary payment of port charges (port dues, pilotage, navigation and
berth hire charges as per port tariff).
e) At the signal station, vessel position monitored like vessel arrival, movements and
sailing.
f) At port control, vessels day to day performance monitored.
g) At fire office, dangerous/hazardous cargoes permissions obtained here.
1
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CUSTOMS:
a) At import department: filling of Import General Manifest and obtain IM No/EM No.
with the shipper/consignee to further process B/E / shipping bills. Port clearance
obtained here for sailing of vessel.
b) At preventive department: sign on/sign off permissions, outer anchorage permission,
conversion from foreign to coastal and revert coastal to foreign.
c) At customs accounts/cash department: misc.receipt obtained here for customs overtime.
ILH dues and conversion duty paid adjusted here.
d) Customs preventive department at port: superintendent and preventive officer will
board the vessel to complete boarding formalities and to commence load/discharge
operations. S/on S/off officers/crew baggages are examined here.
MMD:
a) Only in case of Indian Flag vessel we have to enter inward and clear outward with this
department.
b) Have to submit Arrival Form, Articles of Agreement Of crew along with crew list copy
of all ship certificates submitted here.
c) As per Indian Owners request, arrange and organise survey.
IMMIGRATION:
a) Register the arrival of vessel. Immigration officer verify the passport and CDC of
officer and crew and issue shore passes. If any stowaways found on board on arrival or
at the time of sailing are informed here for them to do the needful, sailing clearance are
issued as against declaration of Master and surrendering of shore passes with sailing
crew list.
2
3
4
5
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VESSEEL OWNER/CHARTER:
a) Receive enquiry, reply the same.
b) With furnish required details (port congestion, berthing, restrictions etc...) and D/A for
funds.
c) Forwarding sailing documents including B/L. in case of export.
MASTER/CHIEF OFFICER:
a) To perform boarding formalities, sailing formalities, vessel requirement, final approval
of SOF, etc.
b) Chief Officer will give Daily performance report include detention and stowage plan.
c) To collect feedback about services of our including sub contractors.
STEVEDORES:
a) Issue vessel arrival notices as per charter party contract.
b) Dispute of third party damages, if any to be sorted out by us.
c) Clearance of ship parts to be entrusted to them.
SHIPPERS/RECEIVERS:
a) Arrival notices to be issued as per charter party.
b) Cargo related charges to be collected on behalf of owners.
c) Participation of SOF.
SURVEYORS:
6
7
8
9
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a) Appointed by agent on advice of owner.
b) Responsible for draft survey. Open/close.
c) Issue dry tank certificate for liquid cargo.
d) Issue protests as required.
e) Bunker survey.
4. RESEARCH METHODOLOGY
INTRODUCTION:
The study was conducted through descriptive survey; primary data was collected
through the survey and analyses to get clear understanding of the problem of study. The data
were collected from employees through structured undistinguished questionnaire.
The study of shipping agency & customer satisfaction level system required certain
research methods, research tools used in performing research are the methodology adopted
for the study is descriptive survey method.
The study plays a vital role by analyzing and suggesting one of the core and delicate
area which leads to a successful and well organized business. In the process of conducting
such an important study researcher has followed the following methodology to conduct the
necessary data to analyze the collected data and to draw useful inference.
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Methodology is one of the main aspects of research; this explains how the researcher
conducted this project
4.1 RESEARCH DESIGN:
The research involving qualitative data is of a descriptive type, it includes surveys
through questionnaire the main purpose of descriptive research is the description of the state
of affairs as it exists at present in the organization.
4.2 AIM OF THE STUDY:
The aim of the study is shipping agency & customer satisfaction level.
4.3 SAMPLING SIZE
The sample size decided in Sical logistics ltd including both male and female, sample
size is 50.
4.4 SAMPLING METHOD
Census sampling has been adopted for this study. Census means is to collect information for
each person from a population.
4.5 QUESTIONNAIRE DESIGN
A study on shipping agency and customer satisfaction level of Sical logistics ltd
with reference to the customers with the help of structured questionnaire. The data was
collected through the questionnaire which consists of a total number of 19 questions.
The questions are of
a) Open ended Type
b) Closed ended Type
c) Rating Type
d) Ranking Type
MAILED QUESTIONNAIRE METHOD:
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Mailed questionnaire method consists of a list of questions pertaining to the survey.
The questions are prepared and sent to various respondents by posts or messengers. The
questions have also space for respondents through a covering letter and sent back within a
specified time. The advantages of the method of collecting data can be easily adopted where
the field of investigation is very fast and it is also cheap provided the respondents respond in
time.
The other limitations are
a) Uncertainty about the response.
b) Cooperation of respondents may be difficult to presume.
c) Information supplied by the informants may not be correct.
d) It may be difficult to verify the accuracy
4.6 PRE-TESTING
The sample of 50 respondents was selected and the questionnaire was pre-tested,
based on the pre-testing results necessary changes and made in the questionnaire and a final
questionnaire was prepared.
4.7 PERIOD OF STUDY:
The study was carried for a period of FOUR months (January 2010 to April 2010).
4.8 METHOD OF DATA COLLECTION:
The data for the research was collected from two sources.
PRIMARY SOURCE:
The primary source of data is through questionnaire.
SECONDARY SOURCE:
The secondary source of information is based on the various details retrieved from
Articles, Websites, and Magazines.
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The data for this study has been collected through primary source. Primary data was collected
with the help of questionnaire.
STATISTICAL TOOLS USED:
The statistical tools used for this study are as follows:
Percentage analysis
Chi-square test
Weighted average
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A) Chi-square test: It is the most widely used non parametric testing statistical
tool. The quantity describes the magnitude of discrepancy between theory and
observation. It can be known whether the given discrepancy between theory and
observation can be attributed to change or whether it results from the inadequacy of
the theory to fit the observed facts.
The formula for computing chi-square is = (O E)
/E
The calculated value is compared with the table value. Degree of freedom at a
specified level of significance. It is accepted when the calculated value is less than the table
value.
CHI-SQUARE ANALYSIS:
Chi-square test is non-parametric test used most frequently by making research to test
hypothesis.
Chi-square test aims at determining whether significant difference exist among group
of datas or whether degree of freedom are involved, is greatly skewed.
USES OF CHI-SQUARE TEST:
The chi-square is one of the most popular statistical inferences produced today with the
help of chi square test we can find out whether two or more attributes are associated or not
In order to test whether or not the attributed are associated we taken the null hypothesis
that there is no associated in the attributes are independent.
2 = (0i ei) / ei
Where Oi = observed frequency from the cell
Ei = expected frequency from the cell
Degree of freedom = (r-1)(c-1)
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Where
R = number of rows in table
C = number of columns in table
B.WEIGHTED AVERAGE METHOD:
There are cases where the relative importance of the different items is not the same.
When this is so, the researcher can use the weighted average method. The weight stands for
the relative importance of the different items.
THE FORMULA FOR COMPUTING WEIGHTED AVREAGE
METHOD IS
= W1 /
4.9 SCOPE OF THE STUDY
Stormy future for shipping:
Despite signs of stability in world trade, the global shipping industry seems to
be headed for the rocks as a result of an oversupply of new ships, low shipping
rates and feeble demand for goods around the world.
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Lester Peteni, chairman of Marine Bulk Carriers, which ferries iron ore and
coal, estimates that about 15 percent-20 percent of shipping firms are likely to
go under next year. He says most "new buildings" new ship orders are
likely to come on stream next year at a time when world trade is still weak.
Peteni says the demand for goods is still low and it could pick up next year,
but this pick-up might not be at levels sufficient to rescue shipping firms.
Shipping companies based or operating on Middle Eastern routes achieved an
average growth of between 25 to 30 per cent in both the dry bulk and VLCC
(very large crude carriers) markets last year, said experts who foresee the same
trend continuing this year.
"There are clear indications of a brighter market for 2010; we do not foresee a
reversal of the 2009 fortunes. The entire shipping industry is witnessing an
unprecedented boom,"
The International Marine Organisation (IMO) has set a timetable of 2010 to
2015 for the phasing out of all single-hull tankers due to environmental
concerns.
While shipping operators in the Middle East are catching up with the IMO
ruling by making orders for only double-hulls, most of them will be left to
ponder on what will become of their existing single-hull fleet as the deadline
approaches.
According to the industry analysts, this year will see increased conversion
activity as shipping operators seek to convert their single-hulls into either
container liners or workboats, something that will put more pressure on
shipyards. "Conversion of single-hulls is thought to grow by 10 per cent this
year.
The reason for this is two-fold; there are market-induced conversions, which
include both on-going conversions to offshore, and the recently emerged
practice of conversions to bulk carriers.
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Then there is the mandatory conversion, which is forced by regulations. "The
only market value opportunity here is scrapping," said Tom Clifton of
London's Capital Shipbrokers.
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5. DATA ANALSIS & INTERPRETATION
TABLE NO -1
HOW YOU KNOW SICAL LOGISTICS LTD
ATTRIBUTES NO OF RESPONSE PERCENTAGE
News paper - -
Friends 13 26
Internet - -
Advertisement - -
Others 37 74
Total 50 100
INTERPRETATION:
From the above table it is analysed that 74% of the respondent know Sical through others
such as Charters nominated agent and Approached personally and 24% of respondent know
Sical through friends and none of them know Sical through newspaper or internet or
advertisement.
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TABLE NO -2
SICAL IS BETTER THAN OTHER SERVICES
ATTRIBUTES NO OF RESPONDANT PERCENTAGE
Yes 46 92
No 4 8
Total 50 100
INTERPRETATION:
From the table it is analysed that 92% of the customers respondent is, Sical is better than
other service provider and 8% of customers respondent is, Sical is better not other service
provider.
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TABLE NO-3
VARIOUS COMMODITIES DEAL WITH SICAL
ATTRIBUTES NO OFREPONDANTS
PERCENTAGE
Coal 40 80Iron ore 4 8Dolomite 4 8Liquid Cargo 1 2All the above 1 2
Total 50 100
INTERPRETATION:
From the above table it is analysed that 80% of the coal buying customers frequently deals
with Sical and 8% of the iron ore and dolomite buying customers deals with Sical and 2% of
the Liquid Cargo buying customers deal with Sical.
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TABLE NO -4
APART FROM SICAL DO YOU HAVE ANOTHER SHIPPING
AGENCY
ATTRIBUTES NO OFREPONDANTS
PERCENTAGE
Yes 47 97
No 3 6
Total 50 100
INTERPRETATION:
From the above table it is analysed that 94% of the customers contact not only Sical for their
business they have another shipping agency also for their business and 6% of the customers
contact only Sical for their business.
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TABLE NO-5
VESSEL LINE UP AND BERTHING PROSPECTS ON DAILY BASIS
ATTRIBUTES NO OFREPONDANTS
PERCENTAGE
Excellent 13 26Good 24 48Average 13 26Normal 0 0Poor 0 0
Total 50 100
INTERPRETATION:
From the above table it is analysed that 48% of the customers says Good for vessel line up
and berthing prospects and 26% of the customers says Excellent for vessel line up and
berthing prospects and 26% of the customers says Average for vessel line up and berthing
prospects none of the customers says vessel line up and berthing prospects is normal or poor.
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TABLE NO 6
SUBMISSION/FOLLOW UP OF DOCUMENTS
ATTRIBUTES NO OFREPONDANTS
PERCENTAGE
Excellent 13 26Good 24 48Average 13 26Normal 0 0Poor 0 0
Total 50 100
INTERPRETATION:
From the above table it is analysed that 48% of the customers says Good for
Submission/follow up of documents and 26% of the customers says Excellent for
Submission/follow up of documents and 26% of the customers says Average for
Submission/follow up of documents and none of the customers says normal or poor for the
Submission/follow up of documents.
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TABLE NO- 7
TIMELY ISSUANCE OF DELIEVERY ORDER
ATTRIBUTES NO OFREPONDANTS
PERCENTAGE
Exceeded expectation 19 38
Completely satisfied 25 50
Partially satisfied 4 8
Dissatisfied 1 2Totally dissatisfied 1 2
Total 50 100
INTERPRETATION:
From the above table it is analysed that 50% of the customers are completely satisfied on
Timely issuance of delivery order and 38% of the customers are exceeded expectation on the
Timely issuance of delivery order and 8% of the customers are partially satisfied on theTimely issuance of delivery order and 2% of the customers are dissatisfied on the Timely
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issuance of delivery order and 2% of the customers are totally dissatisfied on the Timely
issuance of delivery order
TABLE NO- 8
SICAL GIVING PREFERENCE TO YOUR COMPANY OVER OTHERS
ATTRIBUTES NO OFREPONDANTS
PERCENTAGE
Exceeded expectation 13 26
Completely satisfied 22 44
Partially satisfied 13 26
Dissatisfied 1 2
Totally dissatisfied 1 2
Total 50 100
INTERPRETATION:
From the above table it is analysed that 44% of the customers are completely satisfied on
giving preference to their company over others and 38% of the customers are exceeded
expectation on giving preference to their company over others and 8% of the customers are
partially satisfied on giving preference to their company over others and 2% of the customers
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are dissatisfied on giving preference to their company over others and 2% of the customers
are totally dissatisfied on giving preference to their company over others
TABLE NO- 9
DAILY DISCHARGE REPORT
ATTRIBUTES NO OFREPONDANTS
PERCENTAGE
Exceeded expectation 20 40
Completely satisfied 28 56
Partially satisfied 2 4
Dissatisfied 0 0
Totally dissatisfied 0 0
Total 50 100
INTERPRETATION:
From the above table it is analysed that 56% of the customers are completely satisfied on
receiving daily discharge report and 40% of the customers are exceeded expectation on
receiving daily discharge report and 4% of the customers are partially satisfied on receiving
daily discharge report and none of the customers are dissatisfied on receiving the daily
discharge report
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TABLE NO -10
STRUCTURE AND PREPARATION OF STATEMENT OF FACT
ATTRIBUTES NO OFREPONDANTS
PERCENTAGE
Exceeded expectation 13 26
Completely satisfied 22 44
Partially satisfied 13 26
Dissatisfied 1 2
Totally dissatisfied 1 2
Total 50 100
INTERPRETATION:
From the above table it is analysed that 44% of the customers are completely satisfied on
preparation of statement of fact and 26% of the customers are exceeded expectation on
preparation of statement of fact and 26% of the customers are partially satisfied on
preparation of statement of fact and 2% of the customers are dissatisfied on preparation of
statement of fact.
TABLE NO-11
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TIMELY SUBMISSION OF SAILING DOCUMENTS
ATTRIBUTES NO OFREPONDANTS
PERCENTAGE
Excellent 19 38Good 27 54Average 4 8Normal 0 0Poor 0 0
Total 50 100
INTERPRETATION:
From the above table it is analysed that 54% of the customers says Good for Timely
Submission of sailing documents and 26% of the customers says Excellent for Timely
Submission of sailing documents and 26% of the customers says Average for Timely
Submission of sailing documents and none of the customers says poor or normal for Timely
Submission of sailing documents.
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TABLE NO-12
QUALITY AND SERVICE PROVIDED BY SICAL
ATTRIBUTES NO OFREPONDANTS
PERCENTAGE
Yes 42 84
No 8 16
Total 50 100
INTERPRETATION:
From the above table it is analysed that 84% of customers are satisfied with service and
quality of Sical and 16% customers are not satisfied with service and quality of Sical.
TABLE NO-13
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SICAL OVERALL COMMUNICATION
ATTRIBUTES NO OFREPONDANTS
PERCENTAGE
Excellent 13 26Good 22 44Average 13 26Normal 1 2Poor 1 2
Total 50 100
INTERPRETATION:
From the above table it is analysed that 44% of the customers says Good for Sical overall
communication and 26% of the customers says Excellent for Sical overall communication
and 26% of the customers says Average for Sical overall communication and 2% of the
customers says poor or normal for Sical overall communication.
TABLE NO-14
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SICAL TO DISSEMINATE THEIR INFORMATION CIRCULAR
ATTRIBUTES NO OFREPONDANTS
PERCENTAGE
Email 42 84Fax 0 0Courier 0 0Websites 8 16Others 0 0
Total 50 100
INTERPRETATION:
From the above table it is analysed that 84% of the customers need Sical to disseminate their
information through Email and 16% of the customers need Sical to disseminate their
information through Websites and none of the customers want Sical to disseminate their
information through Fax or Courier.
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TABLE NO-15
BASED ON OVERALL SATISFACTION WOULD YOU RECOMMEND
SICAL TO ANOTHER ORGANISATION
ATTRIBUTES NO OFREPONDANTS
PERCENTAGE
Yes 43 86
No 7 14
Total 50 100
INTERPRETATION:
From the above table it is analysed that 86% of customers will recommend Sical to another
organisation and 14% customers are wont recommend Sical to another organisation.
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TABLE NO-16
NUMBER OF VESSELS BRINGING AT INDIAN PORT PER ANNUM
ATTRIBUTES NO OFREPONDANTS
PERCENTAGE
Up to 20 vessels p.a 29 5820-30 vessels p.a 4 830-40 vessels p.a 9 1840-50 vessels p.a 3 6Above 50 vesselsp.a
5 10
Total 50 100
INTERPRETATION:
From the above table it is analysed that 58% of the customers bring up to 20 vessels per
annum and 18% of the customers bring 30-40 vessels per annum and 10 % of the customers
bring above 50 vessels per annum and 8% of the customers bring 20-30 vessels per annum
and 6% of the customers bring 40-50 vessels per annum.
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CHI-SQUARE TEST 1
Sical is better than other service provider with number of vessels bringing at Indian
ports
Null hypothesis:
Ho: There is no significance relationship between Sical service and number of vessels
bringing at Indian ports.
Alternative hypothesis:
H1: There is significance relationship between Sical service and number of vessels
bringing at Indian ports.
Observed frequency:
Up to20
20-30
30-40 40-50 Above50
Total
Yes 28 3 8 3 4 46No 1 1 1 0 1 4
Total 29 4 9 3 5 50
Expected value:
27 4 8 3 5 472 0 1 0 0 3
29 4 9 3 5 50
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Arranging the observed frequency and expected frequency in the following
table:
O E (O-E) (O-E)2(O-E)2
E
28
1
3
1
8
1
3
0
4
1
27
2
4
0
8
1
3
0
5
0
1
1
1
1
0
0
0
0
-1
1
1
1
1
1
0
0
0
0
1
1
0.03
0.50
0.25
-
0
0
0
0
0.2
-
TOTAL = 0.48
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Calculated value:
(O-E) 2
2 = = = 3.03
E
Degree of freedom = (r-1) (c-1)
= (5-1)(2-1)
=4*1
= 4
Significance level = 5%
= 0.05
Table value= 9.49
The table value for 3 d.f.at 5% level of significance is 9.49
Inference:
The calculated value of 2 is lesser than table value. Therefore, the null hypothesis is
accepted. Hence, we conclude There is no significance relationship between Sical service
and number of vessels bringing at Indian ports.
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CHI-SQUARE TEST 2
Satisfaction level of quality and service of Sical with recommending Sical to another
organisation.
Null hypothesis:
Ho: There is no significance relationship between quality and service of Sical with
recommending Sical to another organisation.
Alternative hypothesis:
H1: There is significance relationship between quality and service of Sical with
recommending Sical to another organisation.
Observed frequency:
Yes No Total
Yes 39 3 42
No 4 4 8
Total 43 7 50
Expected value:
36 6 42
7 1 8
43 7 50
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Arranging the observed frequency and expected frequency in the following
table:
O E (O-E) (O-E)2(O-E)2
E
39
4
3
4
36
7
6
1
3
-3
3
3
9
9
9
9
0.25
1.28
1.5
9.0
TOTAL = 12.03
Calculated value:
(O-E) 2
2 = = = 3.03
E
Degree of freedom = (r-1) (c-1)
= (2-1) (2-1)
=1*1
= 1
Significance level = 5%
= 0.05
Table value = 3.84
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The table value for 3 d.f.at 5% level of significance is 3.84
Inference:
The calculated value of 2 is greater than table value. Therefore, the alternative hypothesis isaccepted. Hence, we conclude There is a significance relationship between quality and
service of Sical with recommending Sical to another organisation.
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WEIGHTED AVERAGE METHOD
1. Vessel line up and berthing prospects
W X WX
5 13 65
4 24 96
3 13 39
2 0 0
1 0 0
Total = 200
Weighted average method Xw= WX/ X
Xw = 200/50
Xw = 4
2. Submission/Follow up of documents.
Weight (W)
Excellent 5
Good 4
Average 3
Normal 2
Poor 1
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W X WX
5 13 65
4 24 96
3 13 39
2 0 0
1 0 0
Total = 200
Weighted average method Xw= WX/ X
Xw = 200/50
Xw = 4
3. Timely issuance of delivery order.
Weight (W)
Excellent 5
Good 4
Average 3
Normal 2
Poor 1
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W X WX
5 19 95
4 25 100
3 4 12
2 1 2
1 1 1
Total = 210
Weighted average method Xw= WX/ X
Xw = 210/50
Xw = 4.2
4. Sical giving preference to your company under BRS
Weight (W)
Excellent 5
Good 4
Average 3
Normal 2
Poor 1
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W X WX
5 13 65
4 22 88
3 13 39
2 1 2
1 1 1
Total = 195
Weighted average method Xw= WX/ X
Xw = 195/50
Xw = 3.9
5. Daily discharge report
Weight (W)
Exceeded expectation 5
Completely satisfied 4
Partially satisfied 3
Dissatisfied 2
Totally dissatisfied 1
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W X WX
5 20 100
4 28 112
3 2 6
2 0 0
1 0 0
Total = 218
Weighted average method Xw= WX/ X
Xw = 218/50
Xw = 4.36
6. Structure and preparation of SOF.
Weight (W)
Exceeded expectation 5
Completely satisfied 4
Partially satisfied 3
Dissatisfied 2
Totally dissatisfied 1
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W X WX
5 13 65
4 22 88
3 13 39
2 1 2
1 1 1
Total = 195
Weighted average method Xw= WX/ X
Xw = 195/50
Xw = 3.9
7. Timely issuance of delivery order.
Weight (W)
Exceeded expectation 5
Completely satisfied 4
Partially satisfied 3
Dissatisfied 2
Totally dissatisfied 1
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W X WX
5 19 95
4 27 108
3 4 12
2 0 0
1 0 0
Total = 215
Weighted average method Xw= WX/ X
Xw = 215/50
Xw = 4.3
8. Sicals overall communication.
Weight (W)
Excellent 5
Good 4
Average 3
Normal 2
Poor 1
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W X WX
5 13 65
4 22 88
3 13 39
2 1 2
1 1 1
Total = 195
Weighted average method Xw= WX/ X
Xw = 195/50
Xw = 3.9
RANKING:
SUGGESTION PERCENTAGE RANK
Weight (W)
Excellent 5
Good 4
Average 3
Normal 2
Poor 1
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Delivering of documents ontime
2.2 I
Improvement of operationteam
2.36 II
Handling cargos 1.44 III
6. FINDINGS OF THE STUDY
74% of the customers know Sical through charters nominated agent and some are
approached personally.
92% of the customers say Sical is better than other service provider.
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80% of the Coal buying customers deal with Sical.
94% of the customers have another shipping agency apart from Sical.
48% of the customers say good for vessel line up and berthing prospects.
48% of th customers say good for submission/follow up of documents.
50% of the customers are completely satisfied on issuance of delivery order.
44% of the customers say Sical is giving preference to their company over others
when they request for BRS (Berth Reservation System).
56% of the customers are completely satisfied on daily discharge report.
44% of the customers are completed satisfied on structure and preparation of
Statement of fact.
54% of the customers feel good for timely submission of documents.
84% of the customers are satisfied with quality and service provided by Sical.
44% of the customers feel good on Sicals overall communication.
84% of the customers expect Sical to disseminate their information circular through
Email.
86% of the customers will recommend Sical to another organisation based on overall
satisfaction.
58% of the customers bring up to 20 vessels per annum at Indian ports.
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9. BIBILOGRAPHY
BOOKS:
C.R. KOTHARI, RESEARCH METHODOLOGY, 2002, 2ND EDITION.
PRACTICAL RESEARCH METHODS BY Dr.CATHERINE DAWSON.
RESEARCH METHODLOGY BY SANTHAKUMARAN & SARGUMAMARY.
WEBILIOGRAPHY:
www.citehr.com
www.chenglobal.com
www.managementparadise.com
www.quickmba.com
www.wikipedia.com
www.googlesearch.com
www.sical.com
http://www.citehr.com/http://www.chenglobal.com/http://www.managementparadise.com/http://www.quickmba.com/http://www.wikipedia.com/http://www.googlesearch.com/http://www.sical.com/http://www.citehr.com/http://www.chenglobal.com/http://www.managementparadise.com/http://www.quickmba.com/http://www.wikipedia.com/http://www.googlesearch.com/http://www.sical.com/