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A Study On Logistical Operations Understanding of Customer Based Services With Refernce To The Skies Transport Solutions, Chennai
A Study On Logistical Operations Understanding of Customer Based Services With Refernce To The Skies Transport Solutions, Chennai
A Study On Logistical Operations Understanding of Customer Based Services With Refernce To The Skies Transport Solutions, Chennai
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THE NEW COLLEGE, (AUTONOMOUS) CHENNAI – 600014
CERTIFICATE
2
DECLARATION
3
DECLARATION
I further declare that the project submitted is original and true to the best of my
belief and knowledge.
Place : Chennai
Date : signature of the candidate
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ACKNOWLEDGMENT
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ACKNOWLEDGMENT
I Wish to record my deep sense of gratitude to the one and only Almighty Allah
and my parents who supported me to complete this project.
I express my sincere thanks to my principal Dr. Basheer Ahamed S., M.A.,
M.Phil., B.Ed., Ph.D. The New College (Autonomous) for giving me great
facilities for my project.
I felt it necessary to acknowledge all people who have helped me to complete
my project work. My case of obligation, gratefulness and gratitude goes to my
Head of the Department, Professor Mr. R. VIJAYKUMAR
M.B.A.(FINANCE), M.B.A.(MARKETING), M.Phil.
I also wish to express my deep sense gratitude to my guide, Professor Dr.
Asiya Khilji MBA, PhD. Department of Business Administration, The New
College (Autonomous).
I wish to thank SKIES TRANSPORT SOLUTION and for giving permission
to take up the study and also clarifying the doubts when required for successful
completion of the project.
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CONTENTS
INTRODUCTION 9
1
SCOPE OF THE STUDY 13
3 COMPANY PROFILE 26
4 RESEARCH METHODOLOGY 31
DATA ANALYSIS AND
5 36
INTERPRETATION
6 FINDINGS 54
7 SUGGESTIONS 57
8 CONCLUSION 60
9 ANNEXURE :QUESTIONNARE 63
10 BIBLIOGRAPHY 69
7
CHAPTER - 1
8
INTRODUCTION
OF THE STUDY
9
INTRODUCTION
After the conclusion of this study, the reader will definitely gain a lot of
knowledge on how the export operations have to be executed in order to attain
optimum results. The firm selected by us for the study is an India – based firm
“SKIES TRANSPORT SOLUTIONS” that carries its operations throughout
the country. The head office is located in 58/35,west cross street , MKB
Nagar, Chennai, Tamil Nadu.
The study contains a lot of graphs, Charts, etc. for better understanding of the
Reader with analysis and to get a clear picture of all the operations and the
challenges faced (External and Internal) by every findings for easier inferences.
It also contains the details collected during the Survey conducted in order
department; in order to complete the execution of orders harmoniously.
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OBJECTIVES OF
THE STUDY
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OBJECTIVES
•To identify relationship between personnel quality and customer based services
in second party logistics service.
•To know the information quality available toward customer based services in
second party logistics service.
•To Know order Quality towards customer based services in second party
logistics service.
•To find out Timelines of customer based services in second party logistics
service.
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SCOPE OF THE
STUDY
13
Scope of study
This study was conducted within the exposure of one firm, namely
SKIES TRANSPORT SOLUTIONS sing on the TRANSPORT
operations. The study was conducted within the limits of the company,
i.e., selective places where the loading operations were taken place.
Certain data like the liner schedules and prices were considered for only
that one-month period.
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LIMITATIONS
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LIMITATIONS
●The sample size was limited to 100. Hence, reliability of data was lacking to
some extent.
● The constraint of time limit is felt as the duration was short and elaborate
survey was not possible.
● Some of the respondents might have given biased answers, which may affect
the study.
● The study could be performed within a short time frame so the information
collected was limited to time and date.
● . Some external factors were not very responsive to our queries which would
have helped us achieve more data and information helpful for this study.
●The major drawback was the fact that this study required a lot of travelling
from our side to get good outcomes, but due to unavoidable circumstances, we
were not able to make it.
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CHAPTER - 2
17
REVIEW OF
LITERATURE
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Review of literature
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Darja topolšek (2018) There are many concepts in the transport and
logistics business: transport, logistics, transportation, forwarding, etc.
There are also a number of different study programs and disciplines such
as: transport economics, transport logistics, logistics management, etc. All
of these titles are often related to the content of the plan, planning,
organization, management and control of the movement of human,
material, informational and financial flows. However, in practice, they are
often correlated and misused. Therefore, it is an important task to properly
define these concepts. This article, based on various scientific literature,
deals with the concept of transport logistics in various disciplines and
fields of research. The results of this analysis made it possible to identify
that there is no unified logistic term. Therefore, a qualitative study was also
used. The purpose of this study is to identify the concept of
transport/logistics companies in the Baltic States as the concept is treated
in business. The results of the research have shown that the concept of
transport logistics is also understood differently. Therefore, the purpose of
this article is to formulate the definition of transport logistics on the basis
of the results of the scientific literature analysis and qualitative research.
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and provide researchers with future research directions in reverse logistics.
Since supply chains are designed for forward flow, integrating product
recovery into the network design poses a major challenge. An important
assignment of top management is to analyse the obstacles of reverse
logistics which could be vital to the survival of the industry in the future.
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measures used; failure to consider all human capital as well as renewal and
development elements; and, finally, lack of academic research considering
the influences among the different IC elements and logistics and financial
performance.
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activities within a business organization attempt to satisfy customers
through achieving the time and location related market challenges and also
through the cost of the service provided as well as the quality, taking into
consideration customers needs and purchase power. Customer satisfaction
is important because it provides marketers and business owners with a
metric that they can use to manage and improve their businesses. Customer
satisfaction is also a way to determinate the continuity of the business or
of a product life by measuring the loyalty of the customers. If the
customers are happy and satisfied, it will ensure the continuity of sales
which means the continuity of the business. In the past customer
satisfaction was more focused on requirements such as quality and
reliability reducing costs of poor quality. In mid 50’s the production costs
were continuously increasing, The way to maintain the company’s position
within a changing market and increase profit starts by focusing on the
service provided to the customer and on decreasing the cost, logistics
activities became the backbone of these organizations that target the
customer satisfaction while achieving competitive advantage. This study
aims to show the impact of the logistics management on customer
satisfaction in small and mid-sized Algerian industrial companies, by
interviewing the companies managers and everybody in charge of the
logistic process, the interview questions will be based on some literature
review issues.
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CHAPTER - 3
24
Company profile
25
Company Profile
Founded in the year 2021, amidst a raging global crisis, Skies Transport Solutions
is the fruit of hard work and perseverance of a young entrepreneur. Sarathkumar,
the mastermind behind this budding logistics enterprise started the company with
the aim of making industrial transportation facilities easier and achievable.
Logistics, as a domain is as wide as the ocean and the skies on which it depends
upon. Businesses usually leverage the services offered by logistic companies to
transport their deliverables safely and on time. Skies, as a logistic firm, offers an
array of transportation services and solutions for domestic companies as well as
international agencies. Although Skies is a humble company with around 15 full-
time employees and 4 part-time associates, they are on the path to phenomenal
growth, thanks to the economic gap created by the pandemic’s surge last year.
The organisation has registered a steady growth in their income as more clients
pour-in to avail of their cost-effective services. In an industry that’s ruled by
giants such as Maersk and MSC, Skies has began to occupy a stable position
among food and beverage companies and is expected to grow by ten-fold in the
upcoming years.
Vision
Skies Transport Solutions operate with the vision of expanding their logistic
business worldwide, with established delivery centres in major cities across the
globe.
Mission
The organisation is driven by the mission to make logistics easier and more
secure by connecting vendors of all scales with their counterparts.
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SHIPPING
DELIVERY OF GOODS
27
MODE OF TRANSPOT WE USE
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CHAPTER - 4
29
RESEARCH
METHODOLOGY
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RESEARCH METHODOLOGY
MEANING:
Research in common parlance refers to search for knowledge. One can also
define
research as “A scientific and systematic search for pertinent information on a
specific topic.”
The word “method” is simply a way of accomplishment at the end. The modern
word is very fond of scientific inventors and wants to have specific outlook of
everything. Any specific approach should have a method and or an outline to be
followed to attain specific goals.
NATURE OF RESEARCH
DESCRIPTIVE RESEARCH:
It helps executes to choose among the various courses of action. A descriptive
study attempts to obtain a complete and description of situation.
RESEARCH DESIGN
A Research design is the arrangement of condition for collection and analysis of
data in a manner that aims combine relevance to research purpose with
economy
on procedure. The study is descriptive on a which analysis interprets and reports
the status of an institution group, etc.…, in this study the employees of SKIES
TRANSPORT SOLUTIONS are taken into the consideration for the purpose
of analysis.
SOURCE OF DATA
There are two different of collecting data, they are as follows:
Primary data
Secondary data
PRIMARY DATA
The primary data are those which are collected freshly and for the first time.
This happens to be original in character. Methods used to collect primary data
are
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Questionnaire
QUESTIONNAIRE
A questionnaire is a research instrument consisting of a series of questions and
other prompts for the purpose of gathering information from the respondents. A
question may be either a linguistic used to make a request for information, or else
the request itself made an expression. There are two types of question which are
usually asked in the questionnaire. They are closed-ended question.
SECONDARY DATA
Secondary data consist of information that already exists somewhere, which has
been collected for specific purpose in this study. The secondary data for this study
is collected from various books, websites and organization.
SAMPLING:
A sampling is a fine part of a statistical population whose properties are studied
to gain information about the whole. When dealing with the people, it can be
defined as a set of respondents selected from a larger population for the purpose
of the survey. A population is a group of individuals persons, objects or items
from which samples are taken from the measurement. For example, a population
of presidents or professors, books or students. In this study, simple random
sample technique was used, with the method of sampling the potential people you
want to interview are listed e.g., a group of 50 or more listed and group of 20 may
be selected in random.
SAMPLE METHOD
a) Probability sampling: In this method of sampling each unit of the population
has definite change of being included in the sample.
b) Non probability sampling: In the sampling method for selecting units of sample
is adopted. The basis of selection can be simply opportunity convince and
purpose.
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SAMPLE UNIT
The main targets for this study are the employees of SKIES TRANSPORT
SOLUTIONS.
SAMPLE SIZE
The sample size chosen was 110 using random sample techniques.
DATA COLLECTION METHODS
The source of data for the purpose of the study, were both primary and secondary.
Primary data was collected through questionnaire and discussions with workers
whereas secondary data was collected from records maintained by personal
department and time office
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CHAPTER - 5
34
DATA ANALYSIS
AND
INTERPRETATION
35
Data analysis
INFERENCE:
36
2. I am Willing To Recommend It To Others.
INFERENCE:
●45.5% Of The Respondents Agree To Recommend It To Others.
●2.7% Of The Respondents disagree To Recommend It To Others.
37
3. I Intend To Continue To Repurchase.
INFERENCE:
●46.4% Of The Respondents Agree To Continue To Repurchase.
●1.8% Of The Respondents Disagree/Strongly disagree To Continue To
Repurchase.
38
4. The Product Knowledge Experience Of The Company’s Personal Is
Adequate.
INFERENCE:
●50% Of The Respondents Agree To Personnel Quality.
●10.9% Of The Respondents Disagree To Personnel Quality.
39
5. Staff’s Attitude And Behaviour In Meeting Customer Satisfaction Is
Up To The Mark.
INFERENCE:
●48.2% Of The Respondents Agree To Customer Satisfaction.
●2.7% Of The Respondents Disagree To Customer Satisfaction.
40
6. The Staff Appears Neat.
INFERENCE:
●45.5% Of The Respondents Agree To Staff Cleanliness.
●1.8% Of The Respondents Strongly Disagree To Staff Cleanliness.
41
7. The Information About The Order Is Available And Appropriate
For Its Purpose.
INFERENCE:
●46.4% Of The Respondents Agree To Information Quality.
●0.9% Of The Respondents Strongly Disagree To Information Quality.
42
8. Shipment Tracing Capability Quick.
INFERENCE:
●35.5% Of The Respondents Agree To Shipment Tracing.
●1.8%Of The Respondents Strongly Disagree To Shipment Tracing.
43
9. Availability Of Order Information Is Precise.
INFERENCE:
●48.2% Of The Respondents Agree To Order Information.
●2.7% Of The Respondents Strongly Disagree To Order Information.
44
10. Ordering Process Is Accurate And Efficient.
INFERENCE:
●33.6% Of The Respondents Strongly Agree To Order Quality.
●2.8% Of The Respondents Strongly Disagree To Order Quality.
45
11. The Orders Are Free Of Damage, Fault Or Loss.
INFERENCE:
●30.9% Of The Respondents Agree/Neutral To Fault Or Loss.
●0.9% Of The Respondents Strongly Disagree To Fault Or Loss.
46
12. Products Ordered From The Firm Meet Technical Requirements.
INFERENCE:
●40.9% Of The Respondents Agree To Technical Requirement.
●1.8% Of The Respondents Strongly Disagree To Technical Requirement.
47
13. The Company As Adequate Customer Response Time.
INFERENCE:
●34.5% Of The Respondents Strongly Agree To Customer Response Time.
●11% of the Respondents Disagree To Customer Response Time.
48
14. Time Between Placing Requisition And Receiving Delivery Is Short.
INFERENCE:
●45.5% Of The Respondents Agree To Time Gap.
●3.6% Of The Respondents Strongly Disagree To Time Gap.
49
15. Timelines According To What The Company Promises Are Met.
INFERENCE:
●50.9% Of The Respondents Agree To Company Promises.
●1.8% Of The Respondents Strongly Disagree To Company Promises.
50
CHAPTER – 6
51
FINDINGS
52
FINDINGS
53
Respondents Strongly Disagree To Fault Or Loss.
● 40.9% Of The Respondents Agree To Technical Requirement. 1.8% Of The
Respondents Strongly Disagree To Technical Requirement.
● 34.5% Of The Respondents Strongly Agree To Customer Response Time.
11% of the Respondents Disagree To Customer Response Time.
● 45.5% Of The Respondents Agree To Time Gap. 3.6% Of The Respondents
Strongly Disagree To Time Gap.
● 50.9% Of The Respondents Agree To Company Promises. 1.8% Of The
Respondents Strongly Disagree To Company Promises.
54
CHAPTER - 7
55
SUGGESTIONS
56
Suggestions
the company slighty has to reduce the transportation to attract more new
customers.
The company staffs should become more friendly and explain about their
transportation so it creates a bond staff and the customer so that the
company will never bore any customers.
57
CHAPTER - 8
58
CONCLUSION
59
CONCLUSION
60
CHAPTER - 8
61
ANNEXURE :
QUESTIONNAIRE
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QUESTIONNAIRE
63
D) Disagree
E) Strongly Disagree
A) Agree
B) Strongly Agree
C) Neutral
D) Disagree
E) Strongly Disagree
7) The Information About The Order Is Available And Appropriate For Its
Purpose.
A) Agree
B) Strongly Agree
C) Neutral
D) Disagree
E) Strongly Disagree
64
B) Strongly Agree
C) Neutral
D) Disagree
E) Strongly Disagree
A) Agree
B) Strongly Agree
C) Neutral
D) Disagree
E) Strongly Disagree
66
CHAPTER - 10
67
BIBLIOGRAPHY
68
BIBLIOGRAPHY
NEWS:
BUSINESS STANDARD
THE ECONOMIC TIMES
THE HINDU
THE INDIAN EXPRESS
WEB:
WWW.ITIN.IN
WWW.ECONOMICSTIMES.COM
WWW.LOGISTICSINSIDER.IN
WWW.THEHINDUBUSINESS.COM
BOOK:
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