pradeep bs-consumer satisfaction of courier service industry

“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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-------------------------------------------------------------------------------------------------------MP BIRLA INSTITUTE OF MANAGEMENT

2

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


DHL60

13 Table showing the satisfaction towards courier of DHL 62

14 Table showing the features rating of DHL 64


Professional66

16 Table showing the satisfaction towards courier of Professional 68

17 Table showing the features rating of Professional 70


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


DHL60

13 Graph showing the satisfaction towards courier of DHL 62

14 Graph showing the features rating of DHL 64


Professional66

16 Graph showing the satisfaction towards courier of Professional 68

17 Graph showing the features rating of Professional 70


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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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


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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35

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.

http://www.dhlmasterclass.com


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36

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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37

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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38

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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39

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

http://www.tnt.com.

http://www.tntpost.com


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40

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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41

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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42

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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43

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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44

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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45

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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46

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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47

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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48

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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49

DATA ANALYSIS AND INFERENCE


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50

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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51

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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52

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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53

INFERENCE: Hence it can be inference that Majority of the respondents prefer Blue

Dart.


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54

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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55

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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56

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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57

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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58

PRAKASH AIR FREIGHT

TABLE SHOWING SATISFACTION TOWARDS COURIERGuarantee Promptness Fast

Delivery


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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59

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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60

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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61

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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62

BLUE DART

TABLE SHOWING PERCEPTION TOWARDS COMPANYS IMAGE Understanding

Customer

Needs


Advancement


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



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63

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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64

BLUE DARTTABLE SHOWING SATISFACTION TOWARDS COURIERGuarantee Promptness Fast

Delivery


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


Guarantee 0 84 10 6 0

Promptness in HandlingEnquiries

18 38 26 18 0


A B C D E



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65

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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66

BLUE DARTTABLE SHOWING FEATURES (RATINGS)

Speed Economy Safety Accuracy


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



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67

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.


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68

DHL

TABLE SHOWING PERCEPTION TOWARDS COMPANIES IMAGE Understanding

Customer

Needs


Advancement


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



20 20 60 0 0


0 40 60 0 0

A B C D E



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69

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.


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70

DHL

TABLE SHOWING FEATURES (RATINGS) Speed Economy Safety Accuracy


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



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71

ANALYSIS


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.


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72

DHL

TABLE SHOWING SATISFACTION TOWARDS COURIERGuarantee Promptness Fast

Delivery


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



20 20 40 20 0


A B C D E



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73

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.


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74

PROFESSIONAL

TABLE SHOWING PERCEPTION TOWARDS COMPANIES IMAGE Understanding

Customer

Needs


Advancement


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



0 48 52 0 0


0 0 40 60 0

A B C D E



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75

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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76

PROFESSIONAL

TABLE SHOWING SATISFACTION TOWARDS COURIER

Guarantee Promptness Fast

Delivery


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



0 0 100 0 0


A B C D E



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77

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.


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78

PROFESSIONALTABLE SHOWING FEATURES (RATINGS)



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)


A B C D



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79

ANALYSIS


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.


PROFESSIONAL Couriers was found Very Good.


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80

OTHERS

TABLE SHOWING PERCEPTION TOWARDS COMPANIES IMAGE

Understanding

Customer

Needs


Advancement


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


0 0 0 100 0

Reputation 0 0 34 66 0

TechnologicalAdvancement

0 32 32 36 0

A B C D E



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81

ANALYSIS


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.


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82

OTHERSTABLE SHOWING SATISFACTION TOWARDS COURIER

Guarantee Promptness Fast

Delivery


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



0 32 0 68 0


A B C D E



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83

ANALYSIS



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.


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84

OTHERSTABLE SHOWING FEATURES (RATINGS)


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)


A B C D



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85

ANALYSIS



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.


Other Couriers was found good but ex the speed of delivery needed some improvement.


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86

SUMMARY AND CONCLUSION


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87

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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88

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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89

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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90

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.


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91

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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92

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.


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93

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.


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94

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.

http://www.pafex.com

http://www.tntpost.com

http://www.bluedart.com

http://www.profesional.com

http://www.skypak.com


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95

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__________

Customer Satisfaction------------------------------------------------------------------------------------------------------------


96

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 )


SPEED ECONOMY SAFETY ACCURACYFRANCHBLUED ARTPROFESSIONALSKYP AKDHL

Customer Satisfaction------------------------------------------------------------------------------------------------------------


97

INDICATE YOUR LEVEL OF SATISFACTION WITH THESERVICE ABILITY OF YOUR COURIER WITH RESPECT TOTHE FOLLOWING PARAMETERS (ON A SCALE OF A T0 E )


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 .

pradeep bs-consumer satisfaction of courier service industry

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