“A STUDY ON CUSTOMER SATISFACTION TOWARDS VRL LOGISTIC LTD”

Submitted in partial fulfillment of the requirements for the award of the degree of

MASTER OF BUSINESS ADMINISTRATION

OF
BANGALORE UNIVERSITY

By
SHREEMADHURI.M
Reg. No: 20QZCMD104
Under the guidance of
Internal Guide:
Prof. SHASHIKALA
Assistant Professor
BANGALORE INSTITUTE OF MANAGEMENT STUDIES
Mysore Road
Bangalore-560059
2021-2022
1. INTRODUCTION
There is a pervasive misconception that logistics is limited to the movement of products. More and more areas of logistics
are involved than just the physical handling of items. Other tasks related to logistics include purchasing, plant location,
plant layout, etc. even the way waste is disposed of. It encompasses a remarkably wide range of professional disciplines.
There are numerous definitions provided for logistics; here are a few. Managing all aspects of inventory storage, transfer,
and buying strategically. The method of strategically controlling the acquisition, transportation, and storage of raw
materials, manufactured components and finished inventory (as well as the related information flow) through the company
and its marketing channels in order to maximize current and future profitability through the efficient filling of orders. This
was started by studying and managing the movement of goods and services, as well as the information that goes along with
them. This definition gives the idea of the wide range of functions that logistics covers. A simple definition is: “Logistics is
delivery of required place, at the required time, and in required person efficiently”.
In order to connect the production of commodities to industry demand and consumer demand, logistics is essential to the
health of the economy. Activities related to logistics bring significant economic value. Through creative logistical solutions
and lower prices for goods and services for homes, the competitive supply of logistics services is also essential for
contributing to effective and efficient industrial activity. Transportation, warehousing, freight forwarding, and other value-
added activities like Management Information Systems are the main logistical tasks for the Indian industry.
2. STATEMENT OF THE PROBLEM

The logistics sector occupies an integral role in the marketing of a product and good logistics ensure the quality of
services and products are safeguarded and the product is delivered at the right time and to the right place and to a
target customer. This study is undertaken in the importance of the logistics sector as part of marketing strategy and t
find out the competitor’s services what they are having the greater percentage of profit in the market, in which all
logistics is going to give a good and service assurance to know their strategies so that the logistic company can target
on those concerned areas and also can acquire a greater market in the field of logistic management sector.

3. OBJECTIVES
1. To understand the customer preference towards the logistic sector.
2. To study the relationship between the customer and transporter and the factor ofperception.
3. To identify the problem if any in the field of customer satisfaction towards the logistic sector and come out with a
solution for the problem.
 4. NEED OF THE STUDY

The study is becoming very necessary to give the companies a solution regarding the most effective channel of
marketing through which they can generate leads, acquire, and engage with their study. Logistics is one of the
important functions in business today. Without logistics, no marketing, manufacturing project execution can do
without logistic support. And for companies. Logistics has existed since the beginning of civilization. Row material
and the finished product had always to be moved from a small-scale industry to a large-scale industry. A product's
marketing relies heavily on the logistics sector, and effective logistics ensure that service and product quality are
maintained and that the product is delivered at the appropriate time, location, and to the intended audience.
5. SCOPE OF THE STUDY
1. The study details the market impact of the level of logistical services.

2. The facility for managing commerce and logistics will be determined by the study.

3. 3. The study addresses the measuring of services and their connection to internal performance reviews and
the logistics industry's improvement process.

6. LIMITATION OF THE STUDY

• The study is confined to only logistics and may not be relevant to other counterparts.
• Since only 100 samples were taken for the study the generalization made for the entire population may be
true.
• The study is targeted to the small business and to so acceptance of VRL. Services by corporate and individuals
have not been covered under the study because they form the major source of revenue in the logistics sector.
7. RESEARCH METHODOLODY

A research method is a strategy or method for gathering, organizing, and analysing data on a certain topic. This
section can be used by readers to evaluate a study's overall validity and reliability. Researchers use a variety of
techniques, concepts, tactics, plans, and tools to examine a research problem. Not only does the researcher need to be
familiar with research methodologies, but he or she also needs to be familiar with the methodology.

TYPE OF RESEARCH

The type of research used in this study is Descriptive research. The phenomenon of descriptive research does not
answer the questions but addresses the question. Descriptive research helps us to report what has happened and what
is happening.
Sources of Data: Here there we are using two types of data:

Primary Data: The data is collected through questionnaires.

Secondary Data: The data collected from journals, newspapers, articles, etc.

Sampling: Collection of data from a certain group of a limited population.

Sampling Type - Convenience Sampling

Sampling Frame – Samples will be collected from the Bangalore city

Sampling Unit – Bengaluru

Sample Size – 90 units

8. FINDINGS
• Vijayanand Logistics Services is a company with a focus on customer care.

• Some departments are not computerized, but the finance department is.

• Communication takes place over the phone and the internet.

• One of VRL Logistics' key benefits is that it is India's largest service provider.

• Vijayanand Travels keeps track of daily transactions manually or in books of record, which affects its
commercial activities.

• In courier services, the hub-and-spoke concept is employed to deliver superior client service.

• It is evident from the examination of the data that the organization's culture is influenced by internal factors.

• The business should prioritize providing clients with quick service and more secure handling.
9. SUGGESTIONS

• The business needs to upgrade its present service facility.

• Since current cars are not very technologically advanced, the corporation should offer more new bases and
expand the availability of its services.

• To keep the employee by offering incentives that will inspire and support their contribution.

• The appraisal method should consider a good balance of quality time put in at work and interpersonal
relationships, as each is equally vital.

• Additionally, the organization needs to put more emphasis on the quick and safe delivery of items.

• All transportation vehicles must have access to a container facility.

• The company should build relationships with industries for more contracts.
10. CONCLUSION

This project has taught me how the logistics sector operates and how the supply chain works to make items
available from the consignor to the consignee. I learned a lot from the study about customer satisfaction and
perceptions of the VRL logistic service. I have learned a lot by working on this project title. I was able to grasp
the respondents' perceptions of the VRL courier service via our interactions. This project survey has shown that
the business tries its best to meet its customers' needs and understand their expectations; in this case, customers
are satisfied with the service. My interactions with the clients were where I learned the most. I will remember my
interactions with the respondents for the rest of my life. I studied their behaviors regarding the service, and what
they think about the service.
THANK YOU