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A STUDY ON CUSTOMER SATISFACTION TOWARDS VRL LOGISTICS LTD

TOOLS AND TECHNIQUES OF DATA COLLECTION:

Questionnaire method of data collection would be used. The structured

questionnaire would comprise closed questions and point scale questions.

Statistical tools used:

The following various multivariate statistical tools using SPSS software were

used to analyze the data.

Percentage analysis

Cross tabulation

Chi square test

Dept. Of MBA, DSCE 6


1. PERCENTAGE ANALYSIS :

TABLE #1

How did you come to know about V.R.L Logistics

Basis No. of Respondents %

TV

Newspaper

Magazine

Word of Mouth

Others

2

5

8

65

20

2

5

8

65

20

TOTAL 100 100

ANALYSIS:

From the above table it is analysed that , 65% of the respondents say they got to know about

VRL logistics through word of mouth, 20% of them got to know through others, 5% through

newspaper , 8% through magazine and 2% through TV.



GRAPH #1

How did you come to know about V.R.L Logistics

INFERENCE:

From the above graph, it is inferred that majority of the respondents said that they came to know

VRL through word of mouth. Therefore the advertisement costs are minimal.



TABLE #2

For how long you have been using V.R.L services


0-6 months

1-2 years

2-3 years

3 yrs and above

5

14

25

56

5

14

25

56

TOTAL 100 100

ANALYSIS:

From the above table it is analysed that , 56% of the respondents say they have been using VRL

services more than 3 years, 25% of them are using it from 2-3 years, 14% of them are using it

from 1-2 years and 5% from 0-6 months.



GRAPH #2

For how long you have been using V.R.L services

INFERENCE:

From the above graph, it is inferred that more than 50% of the customers have been loyal to the

company for more than 3 years. This speaks high about the good quality of service provided.



TABLE #3

What made you use V.R.L services


Cost

Time

Quality

Service

Packaging

Others

12

8

7

72

1

0

12

8

7

72

1

0

TOTAL 100 100

ANALYSIS:

From the above table it is analysed that, 72% use it for its services, 12% of the respondents use

VRL services for its cost, 8% use it for its time, 7% use it for the quality and 1% for its

packaging.



GRAPH #3

What made you use V.R.L services

INFERENCE:

From the above graph, it is inferred that most of the respondents use the VRL services for the

services provided by them.

Hence the services provided by VRL are very well enriched.



TABLE #4

How often do you transport your goods


Everyday

2-3 days

Weekly

Fortnight

Monthly

10

32

39

15

4

10

32

39

15

4

TOTAL 100 100

ANALYSIS:

From the above table it is analysed that, 39% of the respondents transport their goods weekly,

32% transport it 2-3 days, 15% transport it every fortnight, 10% of them transport it every day &

4% of them transport it monthly once.



GRAPH #4

How often do you transport your goods

INFERENCE:

From the above graph, it is inferred that majority of the customers use the services weekly. This

means they often make use of VRL services.



TABLE #5

How was the delivery schedule of the vehicle kept up


On time

Before time

After time

Very late

64

19

10

7

64

19

10

7

TOTAL 100 100

ANALYSIS:

From the above table it is analysed that, 64% percent of the respondents say that the delivery of

goods was on time, 19% say that the delivery was before time, 10% of the respondents say that

the delivery was after time and 7% say it was very late from the schedule delivery.



GRAPH #5

How was the delivery schedule of the vehicle kept Up

INFERENCE:

From the above graph, it is inferred that the delivery was often before time and at time to the

schedule delivery which denotes a good remarks. Hence it is clear that there is little area of

improvement.



TABLE #6

How would you rate VRL Logistics in terms of Price


Excellent

Average

Good

Poor

39

32

19

10

39

32

19

10

TOTAL 100 100

ANALYSIS;

From the above table it is analysed that,39% of the respondents rated the pricing as excellent,

32% respondents were average, 19% of the very respondents quoted as the pricing style to be

good and the rest 10% stated as the price to be poor.



GRAPH #6

How would you rate VRL Logistics in terms of Price

INFERENCE:

From the above graph, it is inferred that quite a majority of the customers were satisfied with

pricing strategy offered by VRL.

Hence it can be said that the service provided in respect of price is satisfactory.



TABLE #7

How would you rate VRL Logistics in terms of Staff


Excellent

Average

Good

Poor

29

32

29

10

39

32

19

10

TOTAL 100 100

ANALYSIS;

From the above table it is analysed that, 32% of the staff were co-operative towards the

customer, 29% as good and 29% rating as excellent was given by the respondents & 10% of the

respondents said there was improvement to be made in them.



GRAPH #7

How would you rate VRL Logistics in terms of Staff

INFERENCE:

From the above graph, it is inferred that the quality of the behaviour was average and there was

an equal response as excellent and good. Hence in an overall it can be said there is a little to

improve in behavioural aspects.



TABLE #8

How would you rate V.R.L Logistics in terms of Service


Excellent

Good

Average

Poor

69

21

6

4

69

21

6

4

TOTAL 100 100

ANALYSIS:

From the above table it is analysed that, 69% of the respondents say that the service of VRL are

excellent, 21% say it is good, 6% were average respondents and 4% respondents say it is poor.



GRAPH #8

How would you rate V.R.L Logistics in terms of Service

INFERENCE:

From the above graph, it is inferred that 91% of the respondents say that the services of VRL are

excellent & good. So the services provided by VRL are very good and the customers make use of

VRL for its services.



TABLE #9

How would you rate V.R.L Logistics in terms of Packaging


Excellent

Good

Average

Poor

9

86

5

0

9

86

5

0

TOTAL 100 100

ANALYSIS:

From the above table it is analysed that, 90% of them think it is excellent,86% of the respondents

think that the packaging of VRL is good and & 5% think it is average.



GRAPH #9

How would you rate V.R.L Logistics in terms of Packaging

INFERENCE:

From the above graph, it is inferred that most of the respondents think that the packaging is very

good. Therefore the packaging of the goods is given a lot of importance at VRL.



TABLE #10

How would you rate V.R.L Logistics in terms of Handling of Goods


Excellent

Good

Average

Poor

36

64

0

0

36

64

0

0

TOTAL 100 100

ANALYSIS:



From the above table it is analysed that, 64% of the respondents say that the handling of goods is

good and 36% of them say it is excellent.

GRAPH #10

How would you rate V.R.L Logistics in terms of Handling of Goods

INFERENCE:



From the above graph, it is inferred that the handling of the goods by VRL seems to be very

good as of all the respondents say it’s good & excellent. VRL seems to take the utmost care of

the goods.

2. CROSS TABULATION :

1. AGE X SEX



INTREPRETATION : In the respondents under 25, 11 are male & 1 is female, in b/w 25-35, 4 are male & 2 are female and in b/w 35-45, only 2 males are there.

INFERENCE : The respondents are mostly of youth, that is under 25 aged and they are male.

1. CHI SQUARE TEST :

1. SEX X B.MODEL

INTREPRETATION :



This test says that if the significant level is above 0.05 then we select null

hypotheses otherwise not. So here we accept the null hypotheses because it’s

significant are 0.168.

INFERENCE

There is no relationship between these two variables they are independent.

2. MARITAL X PRODUCT CATEGORY

INTREPRETATION






INFERENCE


3. MARITAL X PRODUCT Q & Q

INTREPRETATION






INFERENCE


CONCLUSION

Based on the overall study of the company the financial position of the company

is sound. Vijayanand travels is one of the nationally renowned and transport company

in south India. The company is having the very good brand image in the customers

mind. And it is marketing its product under the brand name of “VRL”. The employees in

Vijayanand travels are hardworking and dedicated. The company has increasing profit

and net worth .Thus, company performed very nicely from its birth.

All the departments play a vital role in every organization. The overall study that

emerges in this firm has maintained well and efficient department in the management.

It’s all sections are working efficiently. The overall capacity of all the departments is well

systematic.

In the course of study I have not only acquired theoretical knowledge and also

practical knowledge in this firm. I conclude that all the departments functions should

have modern techniques towards other departments.

5.4 LEARNING EXPERIENCE



An organization study at Vijayanand travels, as an in plant training during the

MBA course of Bangalore University has really enabled me to understand the

organizational structure of the corporate world to an extent and the ways and means

how functions. As Vijayanand travels is one of the leading industry in travel sector. This

organization has a large investment and a good number of people working in it. Here, is

a well established organizational structure with the top level management, middle level

management, and the bottom level management.

BIBLIOGRAPHY

1. Michael levy and Barton A Weitz 2004, “Logistics Managment”, Tata McGraw-

Hill Publishing Com ltd, 5th edition, New Delhi.

2. Retail report by KPMG in India, March,09, “Consumer Markets Indian Logistics:

Time to change lanes”.

3. Joseph Mathew, Nirupama soundarajan, Manish Gupta, Sanghamitra Sahu

“Impact of Organized Logistics on Unorganized Sector” Working.

4. Aggarwal Anand and Sanjay Fuloria (2004) : “ The effect on Personal Finances

due to Compulsive Logistics Behaviour” in ICFAI Journal of Logistics

Management, Volume III no. 3, August, 2004.

5. Vijay Kumar, Yogesh Patwari, and Ayush H N (2008): “Organised Logistics

Managment: A Blessing or a Curse?” in Economic and Political Weekly, May 17,

2008.


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