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 DISSERTATION SUBMITTED IN PARTIAL FULFILLMENT OF THE REQUIREMENTS FOR THE AWARD OF MBA DEGREE OF BANGALORE UNIVERSITY
SUBMITTED BY GAUTAM NANDA REG. NO.:- 03XQCM6034 UNDER THE GUIDANCE OF PROF. 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 ------------------------------------------------------------------------------------------------------------
DECLARATION
I Prakash Air hereby declare, that this project report titled Customer
satisfaction of courier service industry with special reference to 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 Date:
Gautam Nanda 03XQCM6034
------------------------------------------------------------------------------------------------------MP BIRLA INSTITUTE OF MANAGEMENT
GUIDES CERTIFICATE
This is to certify that the Project titled Customer satisfaction of 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 my guidance.
This has not formed a basis for the award of any Degree/Diploma by any other University.
(Prof. Sumithra Sreenath)
PRINCIPALS CERTIFICATE
This is to certify that the project titled Customer satisfaction of 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.
(Dr.Nagesh Malavalli)
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
CHAPTERS 1 2
CONTENTS EXECUTIVE SUMMARY INTRODUCTION v BACKGROUND OF STUDY v STATEMENT OF PROBLEM v NEED AND SIGNFICANCE OF STUDY v OBJECTIVE OF STUDY
PAGE NO S 01 03 05 12 12 12 13 38 41 78 83 85 85 86
3 4 5 6
COMPANY PROFILE RESEARCH METHODOLOGY DATA ANALYSIS & INFERENCE SUMMARY AND CONCLUSION v SCHEME OF RECOMMENDATIONS v CONCLUSION FO THE STUDY v DIRECTION FOR FURTHER RESEARCH ANNEXURE
CHAPTERS
1 2 3 4 5 6
LIST OF TABLES
Table showing the educational qualification of the respondents Table showing mode of courier service preferred Table showing the preferred courier service Table showing the frequency of courier dispatch Table showing the transaction on contract Table showing the perception towards companies image of Prakash Air Freight Table showing the satisfaction towards courier of Prakash Air Freight Table showing the features rating of Prakash Air Freight Table showing the perception towards companies image of Blue Dart Table showing the satisfaction towards courier of Blue Dart Table showing the features rating of Blue Dart Table showing the perception towards companies image of DHL Table showing the satisfaction towards courier of DHL Table showing the features rating of DHL Table showing the perception towards companies image of Professional Table showing the satisfaction towards courier of Professional Table showing the features rating of Professional Table showing the perception towards companies image of Other Couriers Table showing the satisfaction towards courier of Other
PAGE NO S
42 43 44 46 47 48
7 8 9 10 11 12 13 14 15 16 17 18
50 52 54 56 58 60 62 64 66 68 70 72
19 20
Couriers Table showing the features rating of Other Couriers
74 76
CHAPTERS
1 2 3 4 5 6
LIST OF GRAPHS
Graph showing the educational qualification of the respondents Graph showing mode of courier service preferred Pie chart showing the preferred courier service Graph showing the frequency of courier dispatch Graph showing the transaction on contract Graph showing the perception towards companies image of Prakash Air Freight Graph showing the satisfaction towards courier of Prakash Air Freight Graph showing the features rating of Prakash Air Freight Graph showing the perception towards companies image of Blue Dart Graph showing the satisfaction towards courier of Blue Dart Graph showing the features rating of Blue Dart Graph showing the perception towards companies image of DHL Graph showing the satisfaction towards courier of DHL Graph showing the features rating of DHL Graph showing the perception towards companies image of Professional Graph showing the satisfaction towards courier of Professional Graph showing the features rating of Professional Graph showing the perception towards companies image of Other Couriers Graph showing the satisfaction towards courier of Other
PAGE NO S
42 43 44 46 47 48
7 8 9 10 11 12 13 14 15 16 17 18
50 52 54 56 58 60 62 64 66 68 70 72
19 20
Couriers Graph showing the features rating of Other Couriers
74 76
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 =
Actual Performance by the firm Consumer Expectations
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 ------------------------------------------------------------------------------------------------------MP BIRLA INSTITUTE OF MANAGEMENT 9
Customer Satisfaction -----------------------------------------------------------------------------------------------------------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.
Customer Satisfaction -----------------------------------------------------------------------------------------------------------Customer satisfaction measures the gap between customer experiences and expectations. If a customer s experience of a product or dealer service exceeds his/her
expectations, then the exceeded amount will equal satisfaction. And conversely, if the customer s experience falls short of expectation, the short fall will be equal dissatisfaction. Thus, customer satisfaction is the art of managing customer expectation and experience.
Many companies are fighting for share of flat or fading markets. Thus, the cost of attracting new customer is rising. In fact, it costs five times as much to attract a new customer as it does to keep a current customer satisfied. Satisfied customers make repeat purchases, and they tell about their good experiences with the product. Smart companies go out of their way to delight customers by delivering more than they promise. Today, it is universally accepted that the satisfaction of customers is the ultimate benchmark of organizations success.
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.
Customer Satisfaction -----------------------------------------------------------------------------------------------------------The Customer view of service quality Hard Dimension
Tangible Dimension
Empathy
Reliability Products; &people process
Assurance
Responsiveness Speed &Quality
Soft Dimension
Customer Satisfaction -----------------------------------------------------------------------------------------------------------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.
Repeat Usage Value Enhancement Customer value = Total Experience of Service Price paid for service Trade off: Customer: Service Quality Value Enhancement
Opportunity for profit maximum = Value to the customer cost of the provider.
Service Provider s Profitability = Margin * Repeat Usage Cost of providing the service Cost Reduction
Value Maximization through Lower Price and High Quality
Higher 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 Satisfaction -----------------------------------------------------------------------------------------------------------Expectations shape customer perception of product / firm s performance. Customer perceptions of the firm and its offer are shaped by: Work of mouth publicity - like recommendations from friends, relatives, neighbors and peer group at work place. Personal experience on the part of the customers. Personal needs of individual customers. 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 Helping customers in trouble Working for customer satisfaction Upholding the company s image Increasing the company s business Supporting and carrying out the company s policy of service excellence Being an important link between management and the customer.
Customer Satisfaction -----------------------------------------------------------------------------------------------------------FEW THOUGHTS ABOUT CUSTOMER CARE A customer is the most important person to enter your place of business. A customer is not dependent on you, you are dependent on him. He pays yours salary. 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. The company that cares for the customers does not have to be anxious about its profitability and growth. 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. Customers do not buy a product, they but usefulness, convenience, attractiveness, durability and reliability. 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 Break promises Delay in responding Ignore his presence Over charging without prior notice or explanation Untidy office Unmanned counter and telephone ------------------------------------------------------------------------------------------------------- 18 MP BIRLA INSTITUTE OF MANAGEMENT
Customer Satisfaction ----------------------------------------------------------------------------------------------------------- Show rules instead of being helpful Delaying refunds and dues Make him appear small, by not showing respect Doubt his intelligence and capability Treat his complaints lightly When you argue with a customer
Customer Satisfaction -----------------------------------------------------------------------------------------------------------STATEMENT OF PROBLEM Customer satisfaction measures the gap between customer experiences and expectations. It is the customer who can keep the company s sales higher. It costs five times as much as to attract a new customer as it does to keep the current customer satisfied. Satisfied customers make repeat purchases, and they others about their good experiences with the product. PRAKASH AIR FREIGHT is doing well in south India. Due to high competition in the courier service they are normally facing the problem of fast delivery and technological advancement.
NEED AND SIGNIFICANCE OF THE STUDY The study will bring out the extent of customer satisfaction level of PRAKASH AIR FREIGHT in Bangalore city. The study will point out the different problems being faced by customers of PRAKASH AIR FREIGHT. The study will help the company to take any decision regarding the upbeat of customer satisfaction. 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 To analyze the attitude and the perception of people towards the courier services. To know the satisfaction level regarding the price, service ability and features of the courier services offered. To know the perception level of company image. To know the degree of satisfaction regarding the courier services offered. To offer suggestions based on findings.
Customer Satisfaction -----------------------------------------------------------------------------------------------------------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. ------------------------------------------------------------------------------------------------------- 21 MP BIRLA INSTITUTE OF MANAGEMENT
Customer Satisfaction -----------------------------------------------------------------------------------------------------------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.
Customer Satisfaction -----------------------------------------------------------------------------------------------------------ALBANIA ALGERIA AMERICAN SAMOA ANDORRA ANGOLA ANGUILLA ANTIGUA ARGENTINA ARMENIA ARUBA AUSTRALIA AUSTRIA AZERBAIJAN BAHAMAS BAHRAIN BANGLADESH BARBADOS BELARUS BELGIUM BELIZE BENIN BERMUDA BHUTAN BOLIVIA BOTSWANA BRAZIL GABON GAMBIA GEORGIA GERMANY GHANA GIBRALTAR GREECE GREENLAND GRENADA GUADELOPE GUAM GUATEMALA GUINEA-BISSAU GUYANA HAITI HONDURAS HONG KONG HUNGARY ICELAND INDONESIA IRELAND ISRAEL ITALY IVORY COAST JAMAICA JAPAN VIRGIN ISLAND(GB) SOUTH AFRICA KOREA SOUTH BRUNEI BULGARIA NIGERIA NORWAY OMAN PAKISTAN PALAU PANAMA PAPUA NEW GUINEA PARAGUAY PERU PHILIPPINES POLAND PORTUGAL PUERTO RICO QATAR REUNION ISLAND ROMANIA RUSSIA RWANDA SAIPAN SAUDIA ARABIA SENEGAL SEYCHELLES SIERRA LEONE SINGAPORE SLOVAK REPUBLIC SLOVENIA JORDAN KAZAKHSTAN KENYA
Customer Satisfaction -----------------------------------------------------------------------------------------------------------SPAIN BURKINA FASO KUWAIT SRI LANKA ST. KITTS & NEVIS ST.LUCIA ST.VINCENT SURINAME SWAZILAND SWEDEN SWITZERLAND SYRIA TAIWAN TANZANIA THAILAND MALAYSIA MALDIVES MALI MALTA MARAHALL ISLANDS MARTINIQUE MAURITANIA MAURITIUS MEXICO MICRONESIA MOLDOVIA MONACO MONGOLIA MONTSERRAT TOGO TRINIDAD & TOBAGO TUNISIA TURKEY TURKMENISTAN TURKS ISLANDS UAE VIRGIN ISLANDS(USA) U.S.A. UGANDA UKRAINE GREAT-BRITAIN URUGUAY UZBEKISTAN AND CAICOS BURUNDI CAMBODIA CAMEROON CANADA CAPE VERDE CAYMAN ISLANDS CENTRAL REPUBLIC CHAD CHILE CHINA COLUMBIA AFRICAN KYRGYZSTAN LATVIA LEBANON LESOTHO LIECHTENSTEIN LITHUANIA LUXEMBOURG MACAO MACEDONIA MADAGASCAR MALAWI CONGO DEMOCRATIC REP OF CONGO COOK ISLANDS COSTA RICA CROATIA CYPRUS CZREPUBLIC DENMARK DJIBOUTI DOMINICA DOMINICAN REPUBLIC ECUADOR EGYPT EL SALVADOR EQUATORIAL GUINEA
Customer Satisfaction -----------------------------------------------------------------------------------------------------------MOROCCO VANUATU ERITREA ESTONIA ETHIOPIA FAROE ISLANDS FIJI FINLAND FRANCE FRENCH GUIANA NIGER MOZAMBIQUE NAMIBIA NEPAL NETHERLANDS NETHERLAND ANTILLES NEW CALEDONIA NEW ZEALAND NICARAGUA VATICAN CITY VENEZUELA VIETNAM WALLIS & FUTUNA YEMEN REPUBLIC ZAMBIA ZIMBABWE FRENCH POLYNESIA ARAB
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
INDUSTRY BACKGROUND
COURIERS 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
Customer Satisfaction -----------------------------------------------------------------------------------------------------------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 international airways. mobbing
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.
Customer Satisfaction -----------------------------------------------------------------------------------------------------------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
Customer Satisfaction -----------------------------------------------------------------------------------------------------------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
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.
Customer Satisfaction -----------------------------------------------------------------------------------------------------------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 ------------------------------------------------------------------------------------------------------- 31 MP BIRLA INSTITUTE OF MANAGEMENT
Customer Satisfaction -----------------------------------------------------------------------------------------------------------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.
Customer Satisfaction -----------------------------------------------------------------------------------------------------------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 stateowned 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.
Customer Satisfaction -----------------------------------------------------------------------------------------------------------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.
Customer Satisfaction -----------------------------------------------------------------------------------------------------------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.
Customer Satisfaction -----------------------------------------------------------------------------------------------------------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%.
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.
Customer Satisfaction -----------------------------------------------------------------------------------------------------------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
Customer Satisfaction -----------------------------------------------------------------------------------------------------------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 ------------------------------------------------------------------------------------------------------- 39 MP BIRLA INSTITUTE OF MANAGEMENT
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.
Customer Satisfaction -----------------------------------------------------------------------------------------------------------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
Customer Satisfaction -----------------------------------------------------------------------------------------------------------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.
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:
Customer Satisfaction -----------------------------------------------------------------------------------------------------------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.
Customer Satisfaction -----------------------------------------------------------------------------------------------------------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.
Customer Satisfaction -----------------------------------------------------------------------------------------------------------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 ------------------------------------------------------------------------------------------------------- 46 MP BIRLA INSTITUTE OF MANAGEMENT
Customer Satisfaction -----------------------------------------------------------------------------------------------------------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.
Customer Satisfaction -----------------------------------------------------------------------------------------------------------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 The sample is small to be generalized. The study was conducted only for the period of about one month and hence many other constraints with relative customer satisfaction did not surface. The study has been restricted to Bangalore city and only to 50 respondents and thus making the sample small. The information provided by the respondents was not always authentic which indicated a vague picture in certain situations of the study.
DATA ANALYSIS AND INFERENCE
Customer Satisfaction -----------------------------------------------------------------------------------------------------------TABLE SHOWING THE EDUCATIONAL QUALIFICATION OF THE RESPONDENTS Graduate 38 76 Under- Graduate 6 12 Professional 6 12
No. of respondents %
Graph Showing The Educational qualification Of The Respondents 80 60 40 20 0

GRADUATE 76
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.
UNDER GRADUATE 12
PROFESSIO NAL 12
Customer Satisfaction -----------------------------------------------------------------------------------------------------------TABLE SHOWING THE MODE OF COURIER SERVICE PREFFERED No. respondents % Railway of 2 4 Air Way 30 60 Water Way 10 20 Road Ways 8 16
Graph Showing The Courier Service Prefered

60 50 40 30 20 10 0
RAILWAY 4
AIRWAY 60
WATERWAY ROADWAY 20 16
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.
Customer Satisfaction -----------------------------------------------------------------------------------------------------------TABLE SHOWING PREFERED COURIER SERVICE PROFESSIONAL SKYPAK PRAKASH BLUE DHL DART AIR FREIGHT 10 20 08 06 02 20 40 16 12 04
OTHERS
No. of res. %
04 08
Prefered Courier Services
OTHERS SKYPAK PROFESSIONAL
PRAKASH AIR FREIGHT
DHL BLUE DART
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. ------------------------------------------------------------------------------------------------------- 52 MP BIRLA INSTITUTE OF MANAGEMENT
Customer Satisfaction -----------------------------------------------------------------------------------------------------------INFERENCE: Hence it can be inference that Majority of the respondents prefer Blue Dart.
Customer Satisfaction -----------------------------------------------------------------------------------------------------------TABLE SHOWING THE FREEQUENCY OF THE COURIER DISPACH Daily Weekly Monthly No. of respondents 26 23 1 % 52 46 2
Graph Showing The Frequency Of The Courier Dispatch

60 50 40 30 20 10 0 DAILY 52
ANALYSIS The above table shows the frequency of the respondents courier dispatch. 52%of respondents prefer daily and 46%weekly.
WEEKLY 46
MONTHLY 2
INFERENCE: The above analysis shows that Majority of the respondents prefer courier dispatch daily.
Customer Satisfaction -----------------------------------------------------------------------------------------------------------TABLE SHOWING TRANSACTION ON CONTRACT Yes No No. of respondents 23 22 % 56 44
Transaction On Contract
60 50 40 30 20 10 0 YES 56
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.
NO 44
Customer Satisfaction -----------------------------------------------------------------------------------------------------------PRAKASH AIR FREIGHT TABLE SHOWING PRECEPTION TOWARDS COMPANY IMAGE Understanding Reputation Technological Customer Needs No. of res A B C D E 0 25 13 12 0 % 0 50 26 24 0 No. of res. 12 0 13 25 0 % 24 0 26 50 0 No. of res 0 12 24 14 0 % 0 24 48 28 0 Advancement
Perception Towards Company Image

50 40 30 20 10 0
Understanding Customer Needs Reputation Technological Advancement A 0 24 0 B 50 0 24 C 26 26 48 D 24 50 28 E 0 0 0
A Excellent
B Very Good
C Good
D Average
E Poor
Customer Satisfaction -----------------------------------------------------------------------------------------------------------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.
Customer Satisfaction -----------------------------------------------------------------------------------------------------------PRAKASH AIR FREIGHT TABLE SHOWING SATISFACTION TOWARDS COURIER Promptness Fast Guarantee Delivery No. of res A B C D E 12 26 0 12 0 % 24 52 0 24 0 No. of res. 0 12 12 26 0 % 0 24 24 52 0 No. of res 0 12 26 12 0 % 0 24 52 24 0
Satisfaction Towards Courier
60 40 20 0
Guarantee Promptness in Handling Enquiries Fast Delivery A 24 0 0 B 52 24 24 C 0 24 52 D 24 52 24 E 0 0 0
A EXCELENT
B VERY GOOD
C GOOD
D AVERAGE
E BELOW AVERAGE
Customer Satisfaction -----------------------------------------------------------------------------------------------------------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.
Customer Satisfaction -----------------------------------------------------------------------------------------------------------PRAKASH AIR FREIGHT
Speed No. of res
TABLE SHOWING FEATURES (RATINGS) Economy Safety % No. of res. % No. res of %
Accuracy No. res. of %
A B C D
0 50 0 0
0 100 0 0
16 16 18 0
32 32 36 0
0 50 0 0
0 100 0 0
17 33 0 0
34 66 0 0
Features ( Ratings)
100 80 60 40 20 0
SPEED ECONOMY SAFTY ACCURACY
A EXCELENT
A 0 32 0 34
B 100 32 100 66
C GOOD
C 0 36 0 0
D 0 0 0 0
D AVERAGE
B VERY GOOD
Customer Satisfaction -----------------------------------------------------------------------------------------------------------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
Customer Satisfaction -----------------------------------------------------------------------------------------------------------BLUE DART TABLE SHOWING PERCEPTION TOWARDS COMPANYS IMAGE Reputation Understanding Technological Customer Needs No. of res A B C D E 14 22 14 0 0 % 28 44 28 0 0 No. of res. 5 18 27 0 0 % 10 36 54 0 0 No. of res 9 18 23 0 0 % 18 36 46 0 0 Advancement
Percepiton Towards Companys Image
60 40 20 0
Reputation Technological Advancement Understanding Customer Needs A 28 10 18 B 44 36 36 C 28 54 46 D 0 0 0 E 0 0 0
A EXCELENT
B VERY GOOD
C GOOD
D AVERAGE
E BELOW AVERAGE
Customer Satisfaction -----------------------------------------------------------------------------------------------------------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.
Customer Satisfaction -----------------------------------------------------------------------------------------------------------BLUE DART TABLE SHOWING SATISFACTION TOWARDS COURIER Guarantee Promptness Fast Delivery No. of res A B C D E 0 42 5 3 0 % 0 84 10 06 0 No. of res. 9 14 18 9 0 % 18 28 36 18 0 No. of res 5 28 12 5 0 % 10 56 24 10 0
100 80 60 40 20 0
A EXCELENT
B VERY GOOD
C GOOD
D AVERAGE
E BELOW AVERAGE
Customer Satisfaction -----------------------------------------------------------------------------------------------------------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.
Customer Satisfaction -----------------------------------------------------------------------------------------------------------BLUE DART TABLE SHOWING FEATURES (RATINGS) Speed Economy Safety Accuracy No. of res % No. of res. % No. res A B C D 14 36 0 0 28 72 0 0 9 23 9 9 18 46 18 18 28 22 0 0 56 44 0 0 of % No. res. 18 23 9 0 36 46 18 0 of %
Features ( Ratings)
80 60 40 20 0
SPEED ECONOMY SAFTY ACCURACY A 28 18 56 36 B 72 46 44 46 C 0 18 0 18 D 0 18 0 0
A EXCELENT
B VERY GOOD
C GOOD
D AVERAGE
Customer Satisfaction -----------------------------------------------------------------------------------------------------------ANAYLYSIS With reference to the above graph we can analyze the respondent s satisfaction towards the features of Blue dart couriers.
Majority of the respondents were satisfied with the speed of Blue Dart couriers. 72% of the respondents rated speed as very good and 28% of them rated excellent.
46% of the respondents rated economy as very good and excellent (18%). Followed by good (18%) and average (18%).
The respondents were completely satisfied with the safety of Blue Dart couriers. 56% of the respondents rated it as excellent and 44% of them rated as very good.
As far as Accuracy of Blue Dart couriers are concerned 46% of the respondents rated it as very good, followed by Excellent (36%) &Good (18%).
INFERENCE: the respondents were completely satisfied with the features of Blue Dart couriers. Few of the respondents felt that the services of Blue Dart courier to be made little more economical.
Customer Satisfaction -----------------------------------------------------------------------------------------------------------DHL TABLE SHOWING PERCEPTION TOWARDS COMPANIES IMAGE Reputation Understanding Technological Customer Needs No. of res A B C D E 10 10 30 0 0 % 20 20 60 0 0 No. of res. 30 10 0 10 0 % 60 20 0 20 0 No. of res 0 20 30 0 0 % 0 40 60 0 0 Advancement
60 40 20 0
A EXCELENT
B VERY GOOD
C GOOD
D AVERAGE
E BELOW AVERAGE
Customer Satisfaction -----------------------------------------------------------------------------------------------------------ANALYSIS With reference to above table we can analyze the perception of the respondents towards the Company Image of DHL Couriers.
60% of the respondents have rated Understanding Customer Needs as Good. 20% of the respondents felt it as Excellent & 20 % of the respondents felt Very Good.
As far as the reputation of the DHL Couriers is concerned 60% of the customers felt it as Excellent, followed by Very Good 20% & Average 20%.
60% of the respondents felt Technological Advancement of DHL Couriers as Good & remaining 40% felt Very Good.
INFERENCE: The Respondents Perception towards DHL Couriers was found good.
Customer Satisfaction -----------------------------------------------------------------------------------------------------------DHL Speed No. of res TABLE SHOWING FEATURES (RATINGS) Economy Safety % No. of res. % No. res A B C D 30 20 0 0 60 40 0 0 0 10 10 30 0 20 20 60 20 20 0 10 40 40 0 20 of % Accuracy No. res. 40 0 0 10 80 0 0 20 of %
Features (Rating)
80 60 40 20 0
SPEED ECONOMY SAFETY ACCURACY
A EXCELENT
A 60 0 40 80
B 40 20 40 0
C GOOD
C 0 20 0 0
D 0 60 20 20
D AVERAGE
B VERY GOOD
Customer Satisfaction -----------------------------------------------------------------------------------------------------------ANALYSIS The above graph shows the respondents satisfaction level towards the features of the DHL Couriers.
The respondents were completely satisfied with the SPEED of the DHL Couriers, 60% of the respondents rated it as Excellent & 40% Very Good.
The respondents felt the Price of DHL Couriers little expensive as 60% of the respondents rated it as Average, followed by Good &Very Good that comprise of 20% each.
As far as the SAFETY is concerned 40% of the respondents said it is Excellent, followed by 40% of them said it was Very Good & 20% of them said it was Average.
80% of the respondents rated ACCURACY of DHL Couriers as Good & only 20% of the respondents rated it as Average.
INFERENCES: The satisfaction level of the respondents towards the features of the DHL Couriers was found Very Good except that the price of the services should be made economical.
Customer Satisfaction -----------------------------------------------------------------------------------------------------------DHL TABLE SHOWING SATISFACTION TOWARDS COURIER Guarantee Promptness Fast Delivery No. of res A B C D E 10 20 20 0 0 % 20 40 40 0 0 No. of res. 10 10 20 10 0 % 20 20 40 20 0 No. of res 20 10 20 0 0 % 40 20 40 0 0
40 30 20 10 0
A EXCELENT
B VERY GOOD
C GOOD
D AVERAGE
E BELOW AVERAGE
Customer Satisfaction -----------------------------------------------------------------------------------------------------------ANALYSIS The above graph shows the respondents satisfaction towards the courier service provided by DHL couriers.
40% of the respondents rated Guarantee as Very Good & 40% as Good, followed by Excellent 20%.
Regarding promptness in handling enquiries 40% of the respondents rated it as Good & Very Good 20%. Followed by Excellent 20%.
40% of the respondents rated fast delivery as Excellent, Followed by Good & Very Good that comprise of 40%& 20% respectively.
INFERENCE: The respondents satisfaction level toward DHL Couriers was very good.
Customer Satisfaction -----------------------------------------------------------------------------------------------------------PROFESSIONAL TABLE SHOWING PERCEPTION TOWARDS COMPANIES IMAGE Reputation Understanding Technological Customer Needs No. of res A B C D E 0 24 26 0 0 % 0 48 52 0 0 No. of res. 0 26 24 0 0 % 0 52 48 0 0 No. of res 0 30 0 20 0 0 % 0 0 40 60 Advancement
60 40 20 0
A EXCELENT
B VERY GOOD
C GOOD
D AVERAGE
E BELOW AVERAGE
Customer Satisfaction -----------------------------------------------------------------------------------------------------------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.
Customer Satisfaction -----------------------------------------------------------------------------------------------------------PROFESSIONAL TABLE SHOWING SATISFACTION TOWARDS COURIER Guarantee Promptness Fast Delivery No. of res A B C D E 0 24 26 0 0 % 0 48 52 0 0 No. of res. 0 0 50 0 0 % 0 0 100 0 0 No. of res 0 26 24 0 0 % 0 52 48 0 0
100 80 60 40 20 0
A EXCELENT
B VERY GOOD
C GOOD
D AVERAGE
E BELOW AVERAGE
Customer Satisfaction -----------------------------------------------------------------------------------------------------------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.
PROFESSIONAL
Speed No. of res TABLE SHOWING FEATURES (RATINGS) Economy Safety % No. of res. % No. res A B C D 24 0 26 0 48 0 52 0 0 50 0 0 0 100 0 0 26 0 24 0 52 0 48 0 of % Accuracy No. res. 50 0 0 0 100 0 0 0 of %
Features ( Ratings)
100 80 60 40 20 0
SPEED ECONOMY SAFTY ACCURACY A 48 0 52 100 B 0 100 0 0 C 52 0 48 0 D 0 0 0 0
A EXCELENT
B VERY GOOD
C GOOD
D AVERAGE
E BELOW AVERAGE
Customer Satisfaction -----------------------------------------------------------------------------------------------------------ANALYSIS The above graph shows the respondents satisfaction level towards the features of the PROFESSIONAL Couriers.
The respondents were satisfied with the SPEED of the PROFESSIONAL Couriers as 48% of the respondents rated it as Excellent and remaining 52% rated it as Good.
The respondents were completely satisfied with the pricing of the Professional Couriers as 100% of the respondents rated it as Very Good.
As far as the SAFETY is concerned 52%% of the respondents said it was Excellent, whereas 48% of them said it was Good.
100% of the respondents rated ACCURACY of PROFESSIONAL Couriers as Excellent.
INFERENCES: The satisfaction level of the respondents towards the features of the PROFESSIONAL Couriers was found Very Good.
Customer Satisfaction -----------------------------------------------------------------------------------------------------------OTHERS TABLE SHOWING PERCEPTION TOWARDS COMPANIES IMAGE Understanding Customer Needs No. of res A B C D E 0 0 0 50 0 % 0 0 0 100 0 No. of res. 0 0 17 33 0 % 0 0 34 66 0 No. of res 0 16 16 18 0 % 0 32 32 36 0 Reputation Technological Advancement
Perception Towards Comany Image
100
50
0
Understanding Customer Needs Reputation Technological Advancement
A EXCELENT B VERY GOOD
A 0 0 0
B 0 0 32
C 0 34 32
D 100 66 36
E 0 0 0
C GOOD
D AVERAGE
E BELOW AVERAGE
Customer Satisfaction -----------------------------------------------------------------------------------------------------------ANALYSIS The above graph shows the respondents satisfaction level towards the features of the OTHER Couriers, which include GATTI, TNT, DTDC, and so on. 100% of the respondents have rated understanding customer needs as Average.
Reputation of the other Couriers services was rated as Average by 66% and remaining 34% rated it as Good.
As far as Technological Advancement is concerned 36% of the respondents rated it as average & 32% each as Very Good and Good.
INFERENCE: Overall perception towards other courier s services is average.
Customer Satisfaction -----------------------------------------------------------------------------------------------------------OTHERS TABLE SHOWING SATISFACTION TOWARDS COURIER Guarantee Promptness Fast Delivery No. of res A B C D E 0 16 0 34 0 % 0 32 0 68 0 No. of res. 0 16 0 34 0 % 0 32 0 68 0 No. of res 0 16 17 17 0 % 0 32 34 34 0
80 60 40 20 0
A EXCELENT
B VERY GOOD
C GOOD
D AVERAGE
E BELOW AVERAGE
Customer Satisfaction -----------------------------------------------------------------------------------------------------------ANALYSIS The above graph shows the respondents satisfaction level towards the features of the OTHER Couriers, which include GATTI, TNT, DTDC, and so on.
68%% of the respondents rated Guarantee as Average & remaining 32% of the respondents rated it as Very Good.
Again 68% of the respondents rated promptness in handling enquiries as Average. Remaining 32%of the respondents rated it as Very Good.
34% of the respondents rated fast delivery as Average & followed by 34% for Very Good & 32% for Good.
INFERENCE: The respondents are not completely satisfied with the service of the other courier companies with respect to the above mentioned parameters.
Customer Satisfaction -----------------------------------------------------------------------------------------------------------OTHERS TABLE SHOWING FEATURES (RATINGS) Speed Economy Safety Accuracy No. res. A B C D 16 17 0 17 32 34 0 34 34 0 16 0 68 0 32 0 of % No. of res. % No. res. 0 50 0 0 0 100 0 0 of % No. res. 0 16 34 0 0 32 68 0 of %
Features ( Ratings)
100 90 80 70 60 50 40 30 20 10 0
A SPEED ECONOMY SAFTY ACCURACY 32 68 0 0
B 34 0 100 32
C 0 32 0 68
D 34 0 0 0
A EXCELENT
B VERY GOOD
C GOOD
D AVERAGE
Customer Satisfaction -----------------------------------------------------------------------------------------------------------ANALYSIS The above graph shows the respondents satisfaction level towards the features of the OTHER Couriers, which include GATTI, TNT, DTDC, and so on. The speed of these other courier services needed some improvement and as 34%of the respondents rated average regarding the speed.
The respondents were satisfied with the other features as they rated saying they were Very Good in overall performance.
INFERENCES: The satisfaction level of the respondents towards the features of the Other Couriers was found good but ex the speed of delivery needed some improvement.
SUMMARY AND CONCLUSION
Customer Satisfaction -----------------------------------------------------------------------------------------------------------SUMMARY OF FINDINGS
PROFILE OF THE RESPONDENT

Majority of the respondents were graduates, indicating that they had an adequate educational background to support their responses. 52% of the respondents prefer Airway, followed by Waterway 24%, Roadway 16% and Railway 08%. 56% of the respondents prefer courier service on a contract basis. Where as 44% of the respondents do not prefer transaction through contract basis.
Majority of the respondents prefer courier dispatch daily 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 Overall perception towards the company image is Good Satisfaction towards the company service is satisfactory 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. 36% of the respondents rated Economy as Good, 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.
Customer Satisfaction -----------------------------------------------------------------------------------------------------------BLUE DART 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. Promptness in handling enquiries of Blue Dart couriers needed some improvement. The respondent s perception towards the company image of Blue Dart was Good. 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. 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. 54% 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 44% of the respondents rated it as very good. Followed by Excellent (36%) &Good (18%).
DHL 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. The respondents satisfaction level toward DHL Couriers was satisfactory. The Respondents Perception towards DHL Couriers was found Good. 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. ------------------------------------------------------------------------------------------------------- 88 MP BIRLA INSTITUTE OF MANAGEMENT
Customer Satisfaction ----------------------------------------------------------------------------------------------------------- 80% of the respondents rated ACCURACY of DHL Couriers as Good & only 20% of the respondents rated it as Average.
PROFESSIONAL The satisfaction level of the respondents towards the features of the PROFESSIONAL Couriers was found Very Good. Overall perception towards the company image is good. The respondents are completely satisfied with the service of Professional Couriers. 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. The respondents are completely satisfied with the pricing of the Professional Couriers as 100% of the respondents rated it as Very Good. As far as SAFETY is concerned 50% of the respondents rated it is Excellent, followed by 50% of them as Good. 100% of the respondents rated ACCURACY of PROFESSIONAL Couriers as Excellent
Customer Satisfaction -----------------------------------------------------------------------------------------------------------SKYPAK Satisfaction level of the respondents towards the features of the SKYPAK Couriers was found Very Good. Overall perception towards the company image is Very Good The respondents are completely satisfied with the service of skypak The respondents were satisfied with the features as they rated saying they were Very Good in overall performance.
OTHERS Satisfaction level of the respondents towards the features of the Other Couriers was found Very Good but except the speed needed some improvement Overall perception towards the company image is Average. The respondents are not completely satisfied with the service of OTHERS Couriers. The OTHER Couriers, which include GATTI, TNT, DTDC, and so on. The speed of these other courier services needed some improvement and as 34%of the respondents rated average regarding the speed. The respondents were satisfied with the other features as they rated saying they were Very Good in overall performance.
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
Customer Satisfaction -----------------------------------------------------------------------------------------------------------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.
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.
ANNEXURE
SELECT BIBLIOGRAPHY
Website: www.pafex.com www.tntpost.com www.bluedart.com www.profesional.com www.skypak.com
Newspaper: The Economic Times
Reference Books: Leon. G.Schiffman, Consumer Behaviour, 6th edition, Prentice-Hall of India Pradeep Kumar, Elements of Marketing Management, 6th edition, Kedar Nath Ram Nath & co.
QUESTIONNAIRE
NAME AGE : ___________________ : ___________________
QUALIFICATION GRADUATE ____________ UNDERGRADUATE OTHERS (Specify) __________ __________
PROFESSIONAL ____________
WHICH TYPE OF COURIER FACILITY YOU PREFER

RAILWAY ROADWAY ____________ ____________ AIRWAY WATERWAY __________ __________
THE
COURIER
SERVICE
YOU
ARE
PRESENTLY
TRANSACTING WITH
PRAKASH AIR FREIGHT ________ DHL ________
BLUE DART ________ SKYPAK __________
PROFESSIONAL __________ OTHERS SPECIFY__________
HOW FREQUENT THE DISPATCH IS Daily __________ Monthly __________ Weekly _____________ Else Mention _____________
DO YOU PREFER CONTRACT YES _____________
TRANSACTION
ON
BASIS
OF
NO
___________
RATE THE BELOW LISTED COMPANIES ON THE FOLLOWING PARAMETERS (ON A SCALE OF A T0 D )
A EXCELENT B VERY GOOD C GOOD D AVERAGE
SPEED ECONOMY SAFETY ACCURACY
FRANCH
BLUED ART PROFESSIONAL SKYP AK DHL
INDICATE YOUR LEVEL OF SATISFACTION WITH THE SERVICE ABILITY OF YOUR COURIER WITH RESPECT TO THE FOLLOWING PARAMETERS (ON A SCALE OF A T0 E )
A EXCELENT B VERY GOOD C GOOD D AVERAGE E BELOW AVERAGE
Guarantee Promptness in Handling Enquirers Service Delivery Understanding Customer Needs
_____________ _____________ _____________ _____________ _____________ _____________
Reputation
Technological Advancement
HOW SATISFIED ARE YOU WITH THE PRICE RANGE OF THE SERVICE?
1 2 3 4
EXTREMEML Y SATISFIED SOME
NEUTRAL DISSA TISFIED
SATISFIED
WHAT SATISFIED

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Pradeep Bs-Consumer Satisfaction of Courier Service Industry

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CUSTOMER SATISFACTION OF COURIER SERVICE INDUSTRY WITH SPECIAL REFERENCE TO PRAKASH AIR FREIGHT FOR PRAKASH AIR FREIGHT

PVT LTD, BANGALORE

M P BIRLA INSTITUTE OF MANAGEMENT, BANGALORE ASSOCIATE BHARATIYA VIDYA BHAVAN

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

Place: Bangalore Date:

Gautam Nanda 03XQCM6034

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

Place: Bangalore Date:

(Prof. Sumithra Sreenath)

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

Place: Bangalore Date:

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

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

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

Couriers Table showing the features rating of Other Couriers

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

Couriers Graph showing the features rating of Other Couriers

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

Actual Performance by the firm Consumer Expectations

About the company

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

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

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Customer Satisfaction -----------------------------------------------------------------------------------------------------------The Customer view of service quality Hard Dimension

Reliability Products; &people process

Responsiveness Speed &Quality

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Service Delivery Points

Moments of Truth --- The service encounter.

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

Value Maximization through Lower Price and High Quality

Actual Performance by the firm Consumer Expectations

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MISSION At PAFEX, they mission is "to be your business partner devising

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

transcontinental mail, followed by the transcontinental road in 1869.

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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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Customer Satisfaction -----------------------------------------------------------------------------------------------------------OUT- LINE OF COURIER OPERATIONS PROCEDURE

Entry into security logbooks

Into Prakash Air Freight

Bagging and exit entry in logbook

Pre-alert to destination on telex