A STUDY ON CUSTOMER SATIFACTION TOWARDS TVS LOGISTICS-

CHENNAI
A Project report submitted in partial fulfilment of the requirement for the degree of

MASTER OF BUSINESS ADMINISTRATION

Submitted by

V.T.DESIKAANANTHAN

[1235F1012]

BHARATHIAR UNIVERSITY

COIMBATORE
Under the guidance of

Mr. S. Rajesh Kannan., MBA., M.Phil., (Ph.D)

WISDOM SCHOOL OF MANAGEMENT

(Approved by All India Council for Technical Education (AICTE), New Delhi
And Affiliated to Bharathiyar University, Coimbatore)
Gomangalampudur-642107
October-2013
 CERTIFICATE
__________________________________________________________________
 CERTIFICATE

“TO STUDY ON CUSTOMER SATISFACTION TOWARDS TVS LOGISTICS

CHENNAI”

Is a Bonafide record of project work done by

DESIKAANANTHAN.V.T
(REG. NO. 1235F1012)
Submitted in partial fulfillment of the requirement for the award of degree of
MASTER OF BUSINESS ADMINISTRATION

Faculty Guide _______________ Director _______________

Mr. S.Rajesh Kannan., MBA., M.Phil., (Ph.D) Dr.P.Radha krishnan.,Ms.,M.Tech.,Ph.D

Submitted for the viva voice examination held on _______________

____________________ ____________________
Internal Examiner External Examiner

College Seal
DECLARATION
 DECLARATION

I, V.T.DESIKAANANTHAN hereby declare that the project entitled “A STUDY ON

CUSTOMER SATIFACTION TOWARDS TVS LOGISTICS”-CHENNAI submitted to
Wisdom School of Management in partial fulfilment of the requirements for the award of degree
of Master of Business Administration is a record of original work done by me, during my period
of study 2012-2014 at Wisdom School of Management, Pollachi under the guidance of
Mr.S.Rajesh Kannan., MBA., M.Phil., (Ph.D), Assistant professor Wisdom School of
Management.

Place: Gomangalampudur

Date: SIGNATURE
 ACKNOWLEDGEMENT
__________________________________________________________________
 ACKNOWLEDGEMENT

First and foremost, I thank god and my parents for having bestowed their greatest

blessings to me to complete this project successfully.

I express my sincere thanks to my beloved Dr.P.Radhakrishnan, Director, Wisdom

School of Management, Gomangalampudur for his valuable guidance and instructions to

complete project successfully.

I sincerely express my profound thanks to Mr.S.RajeshKannan., MBA., M.Phil.,

(Ph.D) Assistant Professor, Wisdom School of Management, Gomangalampudur for his valuable

guidance and instructions to complete project successfully.

I wish to express my heart full thanks to Mr.K.Victor (General Manager-HR) of TVS

logistics, Chennai for permitting me to carry out my project in their company and for giving

proper guidance throughout my project.

My hearty thanks to Mr.S.Sundarapandi (Assistant Manager HR) of TVS logistics,

Chennai for his entire guidance in my Project to complete it successfully.

I express my gratitude to my Parents, friends and all others for their support and guidance

this project successfully.

TABLE OF CONTENTS
 TABLE OF CONTENTS

S.NO TITLE PAGE NO

List of Tables
List of Charts
I INTRODUCTION 1-24
1.1 Introduction To The Study 1
1.2 Industry Profile 4
1.3 Company Profile 16
1.4 Objective Of The Study 22
1.5 Scope Of The Study 23
1.6 Limitation Of The Study 24
II REVIEW OF LITERATURE 25-35
III RESEARCH METHODOLOGY 36-38
3.1 Research Design 36
3.2 Methods Of Data Collection 36
3.3 Selection Of Samples 37
3.4 Tools Used For Analysis 37
IV ANALYSIS AND INTERPRETATION 39-82
V FINDINGS,SUGGESTIONS &CONCLUSION 83-86
5.1 Findings 83
5.2 suggestions 85
5.3 Conclusion 86
BIBLIOGRAPHY 87
APPENDIX 88
 LIST OF TABLES

Chapter No Title Page No

4.1 Gender of the respondents 39
4.2 Age of the respondents 41
4.3 Business experience 43
4.4 Customers of TVS Logistics 45
4.5 Satisfaction level with the services of TVS Logistics 47
4.6 Review meeting 49
4.7 Satisfaction level in pricing pattern of TVS Logistics 51
4.8 Communication of TVS Logistics 53
4.9 Strength of TVS Logistics 55
4.10 Satisfaction level of Line Haul services of TVSL 57
4.11 TVS Logistics deliver the goods on time 59
4.12 TVS Logistics arrange special vehicles 61
4.13 Satisfaction level in Milkrun services of TVSL 63
4.14 Value added services in TVS Logistics 65
4.15 Confusion in the billing system 67

4.16 Handling pattern of the goods 69

4.17 Area TVS Logistics has to modify 71

4.18 TVS Logistics provide quality transport 73

4.19 Response from TVS Logistics 75

4.20 Dealing with problems 77

4.21 Relation between service of TVSL and number of 79

years of customers of TVSL
4.22 Relation between response from TVSL and 81
communication of TVSL

LIST OF CHARTS
Chart No Title Page No

1 Gender of the respondents 40

2 Age of the respondents 42

3 Business experience 44

4 Customers of TVS Logistics 46

5 Satisfaction level with the services of TVS Logistics 48

6 Review meeting 50

7 Satisfaction level in pricing pattern of TVS Logistics 52

8 Communication of TVS Logistics 54

9 Strength of TVS Logistics 56

10 Satisfaction level of Line Haul services of TVSL 58

11 TVS Logistics deliver the goods on time 60

12 TVS Logistics arrange special vehicles 62

13 Satisfaction level in Milkrun services of TVSL 64

14 Value added services in TVS Logistics 66

15 Confusion in the billing system 68

16 Handling pattern of the goods 70

17 Area TVS Logistics has to modify 72

18 TVS Logistics provide quality transport 74

19 Response from TVS Logistics 76

20 Dealing with problems 78