A STUDY ON LOGISTICAL OPERATIONS UNDERSTANDING

OF CUSTOMER BASED SERVICES WITH REFERNCE TO THE

SKIES TRANSPORT SOLUTIONS,CHENNAI
A Project report
Submitted in Partial Fulfilment for the Award of the Degree of
BACHELOR OF BUSINESS ADMINISTRATION (BBA)
Submitted by
HAJEE MOHAMED ALI. J
REGISTER NUMBER: 1913181096064
Under the Guidance of
Dr. Asiya Khilji MBA, PhD

DEPARTMENT OF BUSINESS ADMINSTRATION

THE NEW COLLEGE (AUTONOMOUS)
CHENNAI – 600014
2019 – 2022

1
 THE NEW COLLEGE, (AUTONOMOUS) CHENNAI – 600014

CERTIFICATE

This is to certify that the project report entitled “A STUDY ON LOGISTICAL

OPERATIONS UNDERSTANDING OF CUSTOMER BASED SERVICES
WITH SPECIAL REFERNCE TO THE “SKIES TRANSPORT SOLUTIONS”
Is a bonafide record of project undertaken by Mr. HAJEE MOHAMED ALI. J
(1913181096064) under the guidance of Prof. Dr. Asiya Khilji MBA, PhD
submitted in the partial fulfilment for the award of Bachelor of Business
Administration.

Faculty guide Head of the Department

Dr. Asiya Khilji, R.VIJAYA KUMAR

MBA, PhD MBA, M.Phil.

INTERNAL EXAMINER EXTERNALEXAMINER

2
DECLARATION

3
 DECLARATION

I, HAJEE MOHAMED ALI.J (1913181096064) a student of THE NEW

COLLEGE (Autonomous) Chennai. Hereby declare that the project work
entitled “A STUDY ON THE LOGISTICAL OPERATIONS OF
UNDERSTANDING OF CUSTOMER BASED SERVICES” At SKIES
TRANSPORT SOLUTIONS , INDIA., is done by research in particular
fulfillment of Bachelor of Business Administration. The record of work carried
out by me during the period from 01-04-2022 to 01-05-2022 under the guidance
of Dr. Asiya Khilji MBA, PhD.

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

4
ACKNOWLEDGMENT

5
 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.

HAJEE MOHAMED ALI.J

6
 CONTENTS

CHAPTERS CONTENTS PAGE NO.

INTRODUCTION 9

OBJECTIVES OF THE STUDY 11

1
SCOPE OF THE STUDY 13

LIMITATIONS OF THE STUDY 15

2 REVIEW OF THE LITRATURE 18

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

Study was commenced in order to understand the operations involved in the

logistics management of a firm while focusing majorly on the export policies. It
is to determine how the process goes on and what kind of procedure is involved
and adopted during such a study. By the end of the study, you will get a clear
understanding on how the logistical operations work in an All type of
transportation organization and what kind of documentation is involved in it.
The study also understands the perspective of the employees in the organization
of how tedious the process is with respect to all the protocols that have been laid
down by the Indian Customs Authority and the Indian Government.

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.

10
OBJECTIVES OF
THE STUDY

11
 OBJECTIVES

• To identify the logistics services quality with influence of customer based

services in second party logistics service.

•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.

12
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.

 The study was conducted from April 2022 to May 2022.

 Certain data like the liner schedules and prices were considered for only
that one-month period.

 study required our team to travel very frequently, to loading points,

Customs yards, Ports, etc. to obtain the data successfully. Our team also
communicated with every individual

 Our team also communicated with every individual in the organization to

obtain needful information in order to do a proper data analysis on the
specified operations so that the obtained information is true and correct.

14
LIMITATIONS

15
 LIMITATIONS

●The sample size was limited to 100. Hence, reliability of data was lacking to
some extent.

● In the survey procedure hence, researcher feels that generalization cannot be

done up to maximum 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.

16
CHAPTER - 2

17
 REVIEW OF
LITERATURE

18
 Review of literature

 MARWAN AL OMARI (2022) The recognition and classification of

sentiments in customer feedback are crucial for improving the service
experience. Sentiment analysis (SA), as one of natural language processing
(NLP) applications, evaluates customers' reviews by computing polarity
text sequences. This paper extends the brute grid search methodology with
pipeline architecture on OCLAR dataset. The architecture facilitates the
search for inverse regularization strength (IRS) parameter of logistic
regression (LR). The experiments are evaluated on simultaneously
different measures as like accuracy, area under the curve (AUC), etc. The
experiments showed 0.10% improvement in AUC measure using bag-of-
words (BOW) with n-gram levels of unigrams, bigrams, and trigrams,
whereas 0.9% enhancement has been achieved by using term frequency
and inverse document frequency (TF*IDF). In particular, the BOW
classifier has achieved the largest improvement of 0.21% recall and 0.27%
f-measure in negative predication, whereas it has achieved 0.03%
precision and 0.01% f-measure in positive predication.

 hasamon Pengman (2022) This paper is a critical review of the literature,

based on secondary data on the capability of logistics service providers
(LSPs) and the role of government in enhancing cross-border logistics
performance (CBLP) between Thailand and Malaysia. Methodology wise,
the literature review involved 26 academic articles published in recognized
international and domestic journals in Tier 1, as well as policy
documents/statistics obtained from relevant government agencies from
2015 – 2021, using essential keywords. The review provides a clear picture
of cross-border logistics (CBL) between Thailand and Malaysia with an
in-depth explanation and analysis of the broader implications under the
Resource-Based View (RBV) theory. It reveals that cross-border
operations are currently facing an unstable environment, stiff competition,
and complex operations. Therefore, LSPs are required to have the
necessary capabilities to ensure effective operations. Government
resources should also be developed to ease movement and activities in the
international trade process, such as ensuring the effectiveness of
information and communication technology, reducing the barrier of
service delivery, and mitigating public complaints. Firms should become
more capable in improving the tangible and intangible resources that help
support their working process, especially in terms of qualified manpower.

19
 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.

 MEILING HR (2018)The acceleration of economic globalization and

integration has led to a dramatic increase in the flow of goods worldwide
and changes in the spatial location of logistics facilities. The location of
logistics facilities affects not only the cost and efficiency of cargo
transportation activities, but also the rational allocation of logistics
resources. Recently, the two major perspectives of logistics space
research—cluster (the concentration of logistics facilities and functions in
geography) and sprawl (movement of facilities from the urban core to
peripheral places) have received extensive attention from academia and
policy makers. The evolution of logistics space is influenced by land
prices, traffic accessibility, market demand, agglomeration advantages and
government policies. The purpose of this study is to present a literature
review of logistics space, including data sources, research methods as well
as research theories, and to study the impact of logistics space from the
perspective of sustainable development. The research results provide some
reference for logistics space researchers and logistics facility planners, and
play a role in formulating new logistics development strategies and
promoting the sustainable development of logistics.

 SENTHIL S [2014] This paper reviews the practice in reverse logistics

through published literature. The objective of this study is to encourage

20
 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.

 RATAPOL WUDHIKARN [2018] Today, logistics management

requires a comprehensive set of performance indicators that measure both
tangible assets and intellectual capital (IC) of organizations. Nevertheless,
most of the measures used in the past mainly related to the financial aspect,
although some specific components of IC, such as process efficiency and
effectiveness, have been considered. Logistics literature lacks a
comprehensive consideration of the diverse IC measures, and it is unclear
which area of IC requires more focus and development. Therefore, to
explore and identify an opportunity for improvement, this study reviews
the academic literature related to IC measures in logistics management.
This literature review considers 111 academic articles published between
1994 and 2016. Following the six dimensions of the IC-Index, all
indicators obtained from the literature are classified according to IC
elements. The key contribution of this review is that it addresses the
following gaps in the literature: the limited adoption of comprehensive IC
methods in logistics studies; underdevelopment of specific indicators and
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.

 MUHAMMED ATIULLA SAIF [2018] Today, logistics management

requires a comprehensive set of performance indicators that measure both
tangible assets and intellectual capital (IC) of organizations. Nevertheless,
most of the measures used in the past mainly related to the financial aspect,
although some specific components of IC, such as process efficiency and
effectiveness, have been considered. Logistics literature lacks a
comprehensive consideration of the diverse IC measures, and it is unclear
which area of IC requires more focus and development. Therefore, to
explore and identify an opportunity for improvement, this study reviews
the academic literature related to IC measures in logistics management.
This literature review considers 111 academic articles published between
1994 and 2016. Following the six dimensions of the IC-Index, all
indicators obtained from the literature are classified according to IC
elements. The key contribution of this review is that it addresses the
following gaps in the literature: the limited adoption of comprehensive IC
methods in logistics studies; underdevelopment of specific indicators and

21
 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.

 LIANG GONG [2013] In case of public emergency such as natural

disasters, accidents, public health and social security, if people fail to take
timely effective response measures, the consequences would be incredibly
bad. So, how to optimize emergency transportation and logistics system
scientifically, and enhance the emergency support and emergency
response capacity of the entire emergency management and emergency
system, are the keys to improve stability, reliability and timeliness of
public emergency warning defense system. Many scholars have done a lot
of researches in dealing with emergencies. On the base of studying a large
number of related documents, this paper summarized the optimization
method of emergency transportation and logistics, and analyzed the
existing shortcomings, and finally came to the conclusion and future
research directions

 L.A. TAVASSZY [2019] The objective of this paper is to provide an

inventory of approaches to descriptively (as opposed to normatively)
model logistics decisions within the context of freight transport modelling.
Rather than taking transport modelling frameworks as a starting point, as
has been the case in the literature so far, we depart from a framework of
logistics decisions. The framework is developed by combining elements of
over a dozen existing frameworks from the supply chain management
literature. Based on this comprehensive framework, we review freight
modelling approaches from the literature. We find that freight modelling
can be extended by taking into account previously uncovered areas of
logistics decisions, such as those related to marketing or logistics systems
forecasting and planning, as well as in areas that are well known from an
optimization perspective but not from a descriptive perspective, such as
routing and scheduling decisions. We conclude with a systematic listing of
such areas, which can be used by researchers and transport modelling
practitioners to develop further those transport models that take agent
decision making as a starting point.

 AMINE GHOUMRASSI [2018] Logistics management is one of

nowadays tools to face economic challenges; it’s a mix of business and
core activities of the organization. The supply and distribution activities
integrated together form what’s known as logistics activities. The logistics

22
 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.

 HASAN UVET [2020] To create value in logistics services to fill the

expectation of customers gets more significant than ever to sustain
competitiveness in the market. In this paper, considering there is a small
amount of research done in logistic service quality, we aimed to investigate
how logistics services affect customer satisfaction. An empirical study was
made to measure logistic service quality factors; personnel quality
contact, order condition, timeliness, order discrepancy handling, and
operational information sharing in logistics services. Confirmatory
factor analysis (CFA) and structural equation modeling (SEM) has been
used in this paper to explore customer satisfaction by using the five
constructs of logistics service quality. One of the contributions of this
article is; it is the first time the effects of operational information sharing
on customer satisfaction in logistics services was investigated under
the logistic service quality framework. Customer satisfaction can be
explained and improved by applying these five constructs of logistics
service quality. Also, this research can help both practice and scholars
to understand the fundamental elements of improving customer
satisfaction. The results can be used in any firm to gain
competitiveness in logistic services.

23
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.

26
 SHIPPING

DELIVERY OF GOODS

27
MODE OF TRANSPOT WE USE

28
CHAPTER - 4

29
 RESEARCH
METHODOLOGY

30
 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
31
  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.

32
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

33
CHAPTER - 5

34
 DATA ANALYSIS
AND
INTERPRETATION

35
 Data analysis

1. I am Satisfied With The Overall Logistic Service Level.

PARTICULARS TOTAL PERCENTAGE

Agree 52 48%
Strongly Agree 44 40%
Neutral 14 12%
Disagree 0 0
Strongly Disagree 0 0
Total 110 100%

INFERENCE:

●48% Of The Respondents Agree With The Satisfaction.

●12% Of The Respondents neutral With The Satisfaction.

36
 2. I am Willing To Recommend It To Others.

PARTICULARS TOTAL PERCENTAGE

Agree 50 45.5%
Strongly Agree 42 38.2%
Neutral 15 13.6%
Disagree 3 2.7%
Strongly Disagree 0 0
Total 110 100%

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.

PARTICULARS TOTAL PERCENTAGE

Agree 51 46.4%
Strongly Agree 36 32.7%
Neutral 19 17.3%
Disagree 2 1.8%
Strongly Disagree 2 1.8%
Total 110 100%

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.

PARTICULARS TOTAL PERCENTAGE

Agree 55 50%
Strongly Agree 29 26.4%
Neutral 14 12.7%
Disagree 12 10.9%
Strongly Disagree 0 0
Total 110 100%

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.

PARTICULARS TOTAL PERCENTAGE

Agree 53 48.2%
Strongly Agree 42 38.2%
Neutral 12 10.9%
Disagree 3 2.7%
Strongly Disagree 0 0
Total 110 100%

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.

PARTICULARS TOTAL PERCENTAGE

Agree 50 45.5%
Strongly Agree 38 34.5%
Neutral 15 13.6%
Disagree 5 4.6%
Strongly Disagree 2 1.8%
Total 110 100%

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.

PARTICULARS TOTAL PERCENTAGE

Agree 51 46.4%
Strongly Agree 36 32.7%
Neutral 14 12.7%
Disagree 8 7.3%
Strongly Disagree 1 0.9%
Total 110 100%

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.

PARTICULARS TOTAL PERCENTAGE

Agree 39 35.5%
Strongly Agree 38 34.5%
Neutral 24 21.8%
Disagree 7 6.4%
Strongly Disagree 2 1.8%
Total 110 100%

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.

PARTICULARS TOTAL PERCENTAGE

Agree 53 48.2%
Strongly Agree 32 29.1%
Neutral 16 14.5%
Disagree 6 5.5%
Strongly Disagree 3 2.7%
Total 110 100%

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.

PARTICULARS TOTAL PERCENTAGE

Agree 33 30%
Strongly Agree 37 33.6%
Neutral 26 23.6%
Disagree 11 10%
Strongly Disagree 3 2.8%
Total 110 100%

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.

PARTICULARS TOTAL PERCENTAGE

Agree 34 30.9%
Strongly Agree 33 30%
Neutral 34 30.9%
Disagree 8 7.3%
Strongly Disagree 1 0.9%
Total 110 100%

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.

PARTICULARS TOTAL PERCENTAGE

Agree 45 40.9%
Strongly Agree 31 28.2%
Neutral 25 22.7%
Disagree 7 6.4%
Strongly Disagree 2 1.8%
Total 110 100%

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.

PARTICULARS TOTAL PERCENTAGE

Agree 30 27.3%
Strongly Agree 38 34.5%
Neutral 14 12.7%
Disagree 12 11%
Strongly Disagree 16 14.5%
Total 110 100%

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.

PARTICULARS TOTAL PERCENTAGE

Agree 50 45.5%
Strongly Agree 30 27.3%
Neutral 16 14.5%
Disagree 10 9.1%
Strongly Disagree 4 3.6%
Total 110 100%

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.

PARTICULARS TOTAL PERCENTAGE

Agree 56 50.9%
Strongly Agree 27 24.5%
Neutral 19 17.3%
Disagree 6 5.5%
Strongly Disagree 2 1.8%
Total 110 100%

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

● 48% Of The Respondents Agree With The Satisfaction. 12% Of The

Respondents
neutral With The Satisfaction.
● 45.5% Of The Respondents Agree To Recommend It To Others. 2.7% Of The
Respondents disagree To Recommend It To Others.
● 46.4% Of The Respondents Agree To Continue To Repurchase. 1.8% Of The
Respondents Disagree/Strongly disagree To Continue To Repurchase.
● 50% Of The Respondents Agree To Personnel Quality. 10.9% Of The
Respondents
Disagree To Personnel Quality.
● 48.2% Of The Respondents Agree To Customer Satisfaction. 2.7% Of The
Respondents Disagree To Customer Satisfaction.
● 45.5% Of The Respondents Agree To Staff Cleanliness. 1.8% Of The
Respondents
Strongly Disagree To Staff Cleanliness.
● 46.4% Of The Respondents Agree To Information Quality. 0.9% Of The
Respondents
Strongly Disagree To Information Quality.
● 35.5% Of The Respondents Agree To Shipment Tracing. 1.8%Of The
Respondents
Strongly Disagree To Shipment Tracing.
● 48.2% Of The Respondents Agree To Order Information. 2.7% Of The
Respondents
Strongly Disagree To Order Information.
● 33.6% Of The Respondents Strongly Agree To Order Quality. 2.8% Of The
Respondents Strongly Disagree To Order Quality.
● 30.9% Of The Respondents Agree/Neutral To Fault Or Loss. 0.9% Of The

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 has to improve the response time to customers.

 The company should improve to avoid damage, fault or loss on orders.

 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.

 The customs authority should be more cooperative with firm

 The scheduling should be done by strategically.

57
CHAPTER - 8

58
CONCLUSION

59
 CONCLUSION

The logistical operation involved in the company is of four types:

i. Road transport – This is the process of transporting the container from the
stockyard to the factory where the goods are loaded and packed properly with
respect to weight limitation and distribution. After this, the container is locked
and transported to the CFS yard to proceed further.
ii. Clearance – This process involves the inspection and verification of the
Indian Customs Authority as to check what is being transported from the
container. After everything checks out, the clearance certificate issued in order
to ship the container to the respective port.
iii. Forwarding – This process is basically the procedure involved in order to
load the container into the ship after getting the clearance certificate. The
documents are verified and then the container is loaded into the vessel.
iv. Ocean Freight – This is the operation that involves the tracking of the
vessel and determining ETA on when it will reach the destination port.
These are the 4 mandatory functions involved in executing each other
harmoniously. During these processes, there are so many challenges faced by
the firm.
Sometimes, the Customs Authority does not issue the certificate unless some
additional charges are paid by us, etc. The Vessel does not have space even after
the container reaches the port. Determination of ETA is not correct as the ship
gets delayed due to unavoidable circumstances.
To avoid such escalations, the company tries its level best to maintain good
relations with all the companies and authorities involved in the process. They
stay up to date with the current trends of the market and maintain all the
certifications required by the government. We try to stay intact with planning
and scheduling so that there is sufficient time to execute every order properly,
and without any delay.
The cost cutting method is achieved as the company operates in volumes so
they put contracts with every company they outsource and hence get a very
competitive price for every order. Time is also saved as the orders are planned
in compliance with the vessel schedules and raw material availability, etc.

60
CHAPTER - 8

61
 ANNEXURE :
QUESTIONNAIRE

62
 QUESTIONNAIRE

1 ) I am Satisfied With The Overall Logistic Service Level.

A) Agree
B) Strongly Agree
C) Neutral
D) Disagree
E) Strongly Disagree

2) I am Willing To Recommend It To Others.

A) Agree
B) Strongly Agree
C) Neutral
D) Disagree
E) Strongly Disagree

3) I Intend To Continue To Repurchase.

A) Agree
B) Strongly Agree
C) Neutral
D) Disagree
E) Strongly Disagree

4) The Product Knowledge Experience Of The Company’s Personal Is

Adequate.
A) Agree
B) Strongly Agree
C) Neutral

63
 D) Disagree
E) Strongly Disagree

5) Staff’s Attitude And Behaviour In Meeting Customer Satisfaction Is Up To

The Mark.
A) Agree
B) Strongly Agree
C) Neutral
D) Disagree
E) Strongly Disagree

6) The Staff Appears Neat.

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

8) Shipment Tracing Capability Quick.

A) Agree

64
 B) Strongly Agree
C) Neutral
D) Disagree
E) Strongly Disagree

9) Availability Of Order Information Is Precise.

A) Agree
B) Strongly Agree
C) Neutral
D) Disagree
E) Strongly Disagree

10) Ordering Process Is Accurate And Efficient.

A) Agree
B) Strongly Agree
C) Neutral
D) Disagree
E) Strongly Disagree

11) The Orders Are Free Of Damage, Fault Or Loss

A) Agree
B) Strongly Agree
C) Neutral
D) Disagree
E) Strongly Disagree

12) Products Ordered From The Firm Meet Technical Requirements.

A) Agree
65
 B) Strongly Agree
C) Neutral
D) Disagree
E) Strongly Disagree

13) The Company As Adequate Customer Response Time.

A) Agree
B) Strongly Agree
C) Neutral
D) Disagree
E) Strongly Disagree

14) Time Between Placing Requisition And Receiving Delivery Is Short.

A) Agree
B) Strongly Agree
C) Neutral
D) Disagree
E) Strongly Disagree

15) Timelines According To What The Company Promises Are Met.

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:

 LOGISTIC MANAGEMENT – S.L. GANAPATHI

69