Client Satisfaction On Services Rendered By Vrl

“A STUDY ON CLIENT SATISFACTION FROM THE SERVICE RENDERED BY VRL LOGISTICS”

Dissertation submitted in partial fulfillment of the requirements for the award of the Degree of MASTER OF BUSINESS ADMINISTRATION of BANGALORE UNIVERSITY

By ADITHI BAI SK 17XQCMD006 Under the guidance of

Dr SUMITHRA SREENATH Professor at

M.P.BIRLA INSTITUTE OF MANAGEMENT Bangalore University

2018–2019

DECLARATION BY THE STUDENT I hereby declare that “A STUDY ON CLIENT SATISFACTION FROM SERVICES RENDERED BY VRL LOGISTICS” is the result of the project work carried out by me under the guidance of Dr SUMITTHRA SREENATH in partial fulfillment for the award of Master’s Degree in Business Administration by Bangalore University.

I also declare that this project is the outcome of my own efforts and that it has not been submitted to any other university or Institute for the award of any other degree or Diploma or Certificate.

Place: Bangalore

Name : ADITHI BAI SK

Date: 25/06/2019

Register Number: 17XQCMD006

ACKOWLEDGEMENT

It is my privilege in writing this acknowledgment to thanks to all those who gave their views and support for completion of the project work for VRL LOGISTICS for the duration of 45 days. I would like to take up this opportunity to convey my deep sense of gratitude to Dr.SUMITHRA SREENATH. And our Principal Dr. SATHYA NARAYANA for providing an opportunity to do this project. I ardently thank Dr.SUMITHRA SREENATH, who had devoted their time to us for the guidance. This project would not have been successful without the constant guidance and support of my institutional guide Dr.SUMITHRA SREENATH who took the keen interest in my project to make it a beneficial exercise. I would also extend my thanks to all the staffs of the company. Last but not the least, all my thanks to beloved friends who have helped me a lot during the project for the successful completion.

Place: Bangalore

ADITHI BAI SK

Date: 25/06/2019

(17XQCMD006)

Abstract The Courier industry in India is like a vital link of communication between persons and corporations meant for individual and industrial benefits, It is an Industry which is worth Rs 50 Billion and is on steady pace of development. There are more than 2300 logistics companies operating in India, thus resulting it a challenge and provide effective service delivery. In this study we deal with the client satisfaction on VRL Logistics based on all the parameters with respect to Logistics factors and we found that there is a significant relationship between Client satisfaction and Warehouse facilities, Expectation, Value, Performance and transloading.

TABLE OF CONTENTS Chapter

Particulars

Page No.

1

1.1 Introduction

01

1.1.1 GLOBAL LOGISTICS

01

1.1.2 Logistics in USA

01

1.1.3 Logistics in South Africa

01

1.1.4 Logistics in Australia

02

1.1.5 Logistics in Germany

03

1.1.6 Logistics in India

03

1.1.7 Logistics in China

04

1.1.8 Logistics in Japan

04

1.1.8.1 Automation in Japan Logistics Sector

06

1.1.9 Logistics in Saudi Arabia

06

1.2 Theoritical Background

08

1.2.1 About Logistics

08

1.2.2 Definitions

09

1.2.3 Reverse Logistics

09

1.2.4 History of Logistics

09

1.2.5 Logistics Market

11

1.2.6 Role of Logistics

12

1.2.8 Role of Logistics for Organization

13

1.2.9 Importance of Logistics in India

13

1.2.10 Client Satisfaction on Logistics 1.3 Importance of the Topic 1.4 Need to study the topic

14 14 14

2

3

REVIEW OF LITERATURE AND RESEARCH DESIGN

15

2.1 LITERATURE SURVEY AND GAP

15

2.1.1 RESEARCH GAP:

19

2.2 STATEMENT OF THE PROBLEM

19

2.3 SCOPE OF THE STUDY

20

2.4 OBJECTIVES OF THE STUDY

20

2.5 HYPOTHESES

20

2.6 SAMPLING

21

2.7 TOOLS & TECHNIQUES FOR COLLECTION OF DATA

21

2.8 PLAN OF ANALYSIS

21

2.9 LIMITATION

22

COMPANY PROFILE

23

3.1Centralized Operations

23

3.2 Corporate Social Responsibility

23

3.3 Mission

24

3.4 Vision

24

3.5 Objectives of the industry

24

3.6 Business Ethics

24

3.7 Companies Product or Services

24

3.7.1 Vrl Express Cargo

24

3.7.2Vrl Courier Service

25

3.7.3Warehousing & 3pl Solutions

26

3.7.4 Vijayanand Travels

26

3.7.5 Online Ticket Booking

27

4

3.7.6 Vrl Aviation

27

3.8 Competitors

27

3.9 Board Of Directors Of Vijayanand Travels

28

3.10 Swot Analysis

29

3.11 ORGANISATIONAL STRUCTURE

31

DATA ANALYSIS & INTERPRETATION

32

4.1.1 Type of business.

32

4.1.2 Number of years in the business

33

4.1.3 Number of years with VRL

34

4.1.4 Products that are sent on consignment.

35

4.1.5 Customer Satisfaction

37

4.1.6 Customer Expectation

37

4.1.7 Quality of Service

38

4.1.8 Value

39

4.1.9 Performance

40

4.1.10 Warehousing

41

4.1.11 Transloading

43

4.1.12 Chi Square Test 1

42

4.1.13 Chi square test 2

44

4.1.14 Chi Square Test 3

45

4.1.15 Chi Square Test 4

46

4.1.16 Chi Square Test 5

47

4.1.17 Chi Square Test 6

47

4.1.18 Correlations

48

5

4.1.19 Regression

52

4.1.20 Anova results

53

SUMMARY OF FINDINGS, CONCLUSIONS AND

54

SUGGESTIONS 5.1 SUMMARY OF FINDINGS

54

5.2 CONCLUSION

55

5.3 SUGGESTIONS

55

BIBLIOGRAPHY APPENDICES

LIST OF TABLES Table No.

Description

Page No.

2.1

LITERATURE SURVEY

15

2.6

Sample

22

4.1.1

Type of business.

33

4.1.2

Number of years in the business

34

4.1.3

Number of years with VRL

35

4.1.4

Products that are sent on consignment.

36

4.1.5

Customer Satisfaction

38

4.1.6

Customer Expectation

38

4.1.7

Quality of Service

39

4.1.8

Value

40

4.1.9

Performance

41

4.1.10

Warehousing

42

4.1.11

Transloading

43

4.1.12

Chi Square Test 1

45

4.1.13

Chi square test 2

46

4.1.14

Chi Square Test 3

46

4.1.15

Chi Square Test 4

47

4.1.16

Chi Square Test 5

48

4.1.17

Chi Square Test 6

49

4.1.18

Correlations (i) to(iii)

49

4.1.19

Regression

53

4.1.20

Anova results

54

List of Chart Chart No.

Description

Page No.

3.1

Organizational Structure

32

4.1.1

Type of business.

34

4.1.2

Number of years in the business

35

4.1.3

Number of years with VRL

36

4.1.4

Products that are sent on consignment.

37

4.1.5

Customer Satisfaction

38

4.1.6

Customer Expectation

39

4.1.7

Quality of Service

40

4.1.8

Value

41

4.1.9

Performance

42

4.1.10

Warehousing

43

4.1.11

Transloading

44

A STUDY ON CLIENT SATISFACTION FROM SERVICES RENDERED BY VRL LOGISTICS

CHAPTER 1 INTRODUCTION 1.1 Industry Profile 1.1.1 GLOBAL LOGISTICS Global logistics is a service of delivering varied forms of merchandise round the globe. it's through with cargo which might be air-bound, ocean-bound or road-bound. This cargo will embody significant load, containers and then on. Managing the flow of products through the provision chain is additionally a vital half of a global supply. There are over many of firms round the world that offer such services.

1.1.2 Logistics in USA The logistics and transportation trade within the USA is very competitive. By finance during this sector, international corporations position themselves to raised facilitate the flow of products throughout the world's largest shopper market. International and domestic firms during this trade enjoy a extremely skilful work force and comparatively low prices. defrayal within the U.S. supply and transportation trade destroyed $1.4 trillion in 2016 (7.5 % of U.S. GDP that year). Analysts expect trade investment to correlate with sector-specific growth within the U.S. economy. America's extremely integrated offer chain network links producers and shoppers through multiple transportation modes, as well as air and categorical delivery services, freight rail, maritime transport, and truck transport. To serve customers with efficiency, international and domestic corporations offer tailored supply and transportation solutions to make sure coordinated merchandise movement from origin to finish user through every supply chain network phase.

1.1.3 Logistics in South Africa South Africa is that the second largest economy in Africa and therefore the 40th-largest within the world. African nation is hierarchal as associate degree upper-middle financial gain economy by the planet Bank and is taken into account as a fresh industrialized country. The MP BIRLA INSTITUTE OF MANAGEMENT

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A STUDY ON CLIENT SATISFACTION FROM SERVICES RENDERED BY VRL LOGISTICS Republic of African nation has been known as a middle power in world affairs and maintains vital regional influence. Bollore’ Logistics African nation (SA) was established in 1997 in metropolis. The year 2008 was marked by vital acquisitions for the Bollore’ cluster, including the Whitehorse cluster and SAEL with branches in city, Durban and Port Elizabeth in addition as its SOCOPAO division. In 2014, Bollore’ supply reserves formally incorporated with SAEL and at the same time non-heritable its Socopoa division, being the shipsâ agents for Safmarine MPV. an additional branch was later opened in East London. Bollore’ supply African nation may be a whole of Bollore’ Transport & supply, a frontrunner in transport and supply services on the African continent. They style and implement end-toend transport solutions for purchasers. Their offer chain centered approach permits them to link all supply activities to the foremost overseas on the African continent. Bollore’ supply African nation is additionally a entryway into all of Africa facilitating freight forwarding, customs clearance, repositing and distribution activities for several multi-national firms. It offers these services across industries as well as mining, oil & gas, industrial & infrastructure developments, automotive, healthcare, aerospace, cosmetics, telecommunications and trade goods. The organization features a strategy to any develop one-stop-shop solutions as well as customs clearance, fine supply and regional distribution.

1.1.4 Logistics in Australia Australia may be a distinctive country with a comparatively short history. Demographical, geographical and political conditions mix to make a novel supply setting subject to variable challenges. Like any country within the world, supply plays a crucial role in helping the running of the nation’s economy. The Australian supply Council (2011) states that while overseas expertise provides some examples, Australia’s state of affairs as an overseas, sparsely inhabited island continent for the most part smitten by the export of staple, poses distinctive challenges for transport and logistics. consistent with Estrada-Flores (2008, 3), very little (2007) declared that the price of supply activities in 2007 equated to some ninth of Australia’s Gross Domestic Product (GDP) for that year, a figure well into the billions of bucks.

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1.1.5 Logistics in Germany Germany may be a logistician's marvel. Justly far-famed for its engineering brilliance, the country is wherever the world finds innovative brass-tacks solutions to satisfy its supply wants. this can be wherever machinery gets its logic, wherever technical ability is combined with a research for organized potency. These virtues characterize German engineering encompassing. Logistics is one in all the key pilasters of Germany's fight, paving the means for more industrial worth, the movement of products and cooperation between firms. German supply trade occupies the third position within the country's GDP consideration simply behind its international trade and therefore the automotive sector. The supply sector employs concerning 3 million folks associate degreed has an annual turnover of €200 billion, representing some seven per cent of the gross domestic product. The supply sector additionally displays far-above-average growth. Around 15 billion is invested with in supply annually in Germany. the ecu supply market totals some 600 billion, and Germany features a large thirty per cent market share. German supply service suppliers get pleasure from a lofty international name. The German ability, flexibility and ability within the improvement of added processes are appreciated throughout the planet. German innovations in supply particularly in telemetric and navigation are thought of best. There are many scientific institutes in Germany functioning on supply innovations of the longer term. And, several universities and centres of excellence supply coaching and advance training programmes in supply.

1.1.6 Logistics in India The Indian logistics sector is on a giant growth tide. Consistent with the domestic rating agency ICRA, Indian supply sector is anticipated to grow at a rate 8-10 per cent over the medium term. this can be associate degree improvement over the compound annual rate (CAGR) of seven.8 per cent at that the trade grew throughout the last 5 years. The supply trade of India is presently calculable to be around US$ one hundred sixty billion. With implementation of GST the world is anticipated to learn and bit US$ 215 billion over the following 2 years, as per the Economic Survey 2017-18. The last number of years has seen vital development for this trade that is mirrored within the international rankings. consistent MP BIRLA INSTITUTE OF MANAGEMENT

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A STUDY ON CLIENT SATISFACTION FROM SERVICES RENDERED BY VRL LOGISTICS with the worldwide Ranking of the planet Bank's 2016 supply Performance Index, India jumped to thirty fifth rank in 2016 from 54th rank in 2014 in terms of overall supply performance. The report additionally showed that India’s supply sector has improved its performance on all the six parameters employed in the ranking. this can be a large jump of 20+ ranks and clearly indicates the expansion of the world. there's lots of investment that the trade is attracting and as a results of the transformations and changes junction rectifier by these investments, the trade can stimulate job creation. The specialists predict that it will be the biggest job creator by 2022. The world presently provides employment to over twenty two million folks within the country. The report additionally emphasizes that rising the world would end in a ten per cent decrease in indirect price, successively resulting in a growth of 58 per cent in exports. The Indian government has proclaimed that it's functioning at the policy so as to line up new supply set up within the country. The intention is to plan the foremost efficient methodology to move merchandise by the year 2035. The policy aims at getting ready a correct integrated supply set up. The new supply division at intervals the department of commerce is functioning on this national integrated set up, with the target to spot and iron out any existing bottlenecks and gaps within the trade. This can be excellent news for the world. It’ll additionally encourage tech-enabled startups within the supply sector as they'll be ready to offer seamless movement of products across the country.

1.1.7 Logistics in China China has in excess of 700,000 enlisted Logistics Networks; however they don't give extensive administration locally as a result of limited guidelines. Logistics suppliers don't ordinarily serve waterfront Chinese urban areas and the inside Chinese urban communities, making perceivability troublesome as payload moves from region to zone. Some portion of the development procedure is developing transportation framework. Sea cargo is the least expensive approach to move payload (and most assembling is done in the seaside Chinese zones). The midrange elective is rail, which doesn't hold the same number of products, and airship cargo, with greater expense yet quicker conveyance.

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A STUDY ON CLIENT SATISFACTION FROM SERVICES RENDERED BY VRL LOGISTICS At present government rail sponsorships are advancing that development, however some are worried about what will happen should the administration diminishing or cut the appropriations totally. Contrasted with sea and airship cargo information, access to fundamental rail lines data like rates, volume and even course recurrence is troublesome, making rail utilize progressively unpredictable.

1.1.8 Logistics in Japan The cargo and Logistics area is a significant piece of the Japan economy and the business remained at 25 trillion yen in 2017 (roughly 5% of the GDP) and it utilizes around 2.13 million individuals in the nation. In the Japan Logistics execution Index score, in 2016, Japan remained at the twelfth position with a LPI score of 3.97, which is superior to anything nations, similar to China, Australia, and India. Japan is as of now the world's third-biggest and one of the quickest developing web based business advertises on the planet. The nation is rare of assets, yet it is encompassed by a tetrahedron the ocean. Along these lines, it depends intensely on imports of numerous crude materials and fares the handled items. Presently there are 82.59 million internet business clients in Japan, and 6.33 million extra clients are relied upon to shop online by 2021. About 99.6% of Japan's fares and imports are by sea transport and just 0.4% is via Air transport. The Port of Tokyo is one of the significant ports in Japan and a vital passage to the world. It is associated through a system of normal compartment shipping courses and it goes about as the center conveyance center for supporting different enterprises in Japan. It is instrumental in associating Japan to the nations in North America and Europe. The Japan warehousing industry request has been expanding with time. Fast modernization of stockroom offices and substantial customer interest for online business have been the top factors in adding to occupier request, and financial specialist enthusiasm for the warehousing area.

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A STUDY ON CLIENT SATISFACTION FROM SERVICES RENDERED BY VRL LOGISTICS

1.1.8.1 Automation in Japan Logistics Sector: Japan is experiencing the most exceedingly terrible work lack for as far back as four decades. Work efficiency as of late has been diminishing, and when contrasted with the United States, it is as low as 60%, alongside high work costs and furious challenge in the Japanese Logistics industry. There is a requirement for the Automation of Logistics exercises in Japan, due to the low stacking proficiency (about 44%). Because of the blasting web based business area and the rising interest for last mile conveyance, organizations are swinging to new companies like Ground Inc. also, Acca International Co. for distribution center computerization administrations. Japan's biggest furniture producer, Nitori Holdings, as of late conveyed 79 robots in its Osaka dispersion focus. Because of a heap on Logistics framework in Japan, utilization of Artificial Intelligence is picking up consideration in the nation. Daiwa house, in association with India's GreyOrange, has chosen to utilize AI empowered robots for distribution center activities, which is relied upon to slice its labor necessities by 80%. Smart transport frameworks (ITS) have likewise demonstrated to be instrumental in improving the effectiveness of Logistics in the nation. The most utilized ITS administrations are Oki Electric's loco mobi, Hitachi KE frameworks' GSP utilized transport framework, Isuzu's Mimamore-Kun, Yamato Transport's See-T Navi, Toyota's DSRC unit. ALSOK's Guard One and Fujitsu's DTS-B1 utilized task bolster administration. A few delivery firms and ship manufacturers have held submits Japan to create remote controlled load vessels and intend to dispatch it by 2025. The boats are going to utilize IoT, which may interface various gadgets to assemble information like climate conditions and dispatching data. The various issues in Japanese industry have acted like chances to different innovation based organizations, to tap on it and rethink the whole Logistics part

1.1.9 Logistics in Saudi Arabia Warehousing is a noteworthy and significant mainstay of the Logistics advertises, and is developing quickly in the Kingdom. In Saudi Arabia, warehousing is of four sorts: Dry, solidified, encompassing, and dangerous.

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A STUDY ON CLIENT SATISFACTION FROM SERVICES RENDERED BY VRL LOGISTICS Dry Warehouse is the most widely recognized sort. The warehousing section has seen a considerable development lately, growing from about SR7 billion of every 2010 to SR10 billion out of 2015. Understanding the locale's potential and the developing significance of exchanging connections, Logistics and administration organizations, for example, DHL, DB Schenker, Kuehne and Nagel, Lufthansa, Fraport and others, who as of now have an exceptionally solid nearness in Saudi Arabia, are further extending their tasks. As the nation has high sustenance import volumes and a dry atmosphere, it ends up fundamental for it to have a strong Logistics framework as well as a warehousing and dissemination framework. A deficient number of distribution centers and cold storerooms, at present, results in nourishment wastage, which thus unfavorably influences operational productivity and expenses. Warehousing is an undeniably basic part of a business. By dealing with the progression of merchandise through the production network, one can successfully control costs, limit presentation to overloaded stock, oversee money streams and furthermore streamline transportation. For little new businesses hoping to set up a nearness in a key market or substantial organizations hoping to catch an open door in new territories, or any others in the middle of, outsider Logistics (3PL) suppliers give alternatives that enable organizations to scale productively. The 3PL market in Saudi Arabia is relied upon to extend at a compound yearly development rate (CAGR) of 5.7 percent more than 2016-2020. Factors, for example, empowering cost decrease, accessibility of particular specialist organizations, the nearness of mechanical zones, and expanding industrialization are driving this market. 3PL contributes 7-10 percent of Saudi Arabia's general Logistics advertise. The market is portrayed by the nearness of a substantial number of disorderly nearby and universal players. The vast majority of the worldwide organizations looking for modern premises in Saudi Arabia are searching for world-class warehousing space. Nonetheless, inferable from a restricted supply of first rate warehousing offices, they incline toward renting land and

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A STUDY ON CLIENT SATISFACTION FROM SERVICES RENDERED BY VRL LOGISTICS developing offices as per their prerequisites. This hampers the nation's 3PL administrations industry. The warehousing market is relied upon to additionally develop at 9 percent CAGR to achieve a market size of SR16 billion by 2020. Development in this fragment is required to emerge because of expanded assembling action, blossoming worldwide exchange, rising residential utilization and the facilitating of government guidelines. Besides, the potential future development of web based business will trigger the interest for Logistics and distribution center stockpiling in the nation.

1.2 Theoritical Background 1.2.1 About Logistics An across the board thought wins that Logistics is the 'development of merchandise's that is narrow idea. Logistics is significantly more and a lot more extensive than minor physical treatment of merchandise. Logistics includes a few different capacities, for example, obtaining, plant Location, plant Layout, and so on., and even the removal of scarps. It covers amazingly shifted proficient orders. They are: •

Facility area

•

Forecasting and request the executives

•

Planning

•

Transportation: the mode and the course

•

Inventory the executives: all inventories

•

Warehousing

•

Protective bundling

•

Information : upkeep and stream.

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A STUDY ON CLIENT SATISFACTION FROM SERVICES RENDERED BY VRL LOGISTICS

1.2.2 Definitions Numerous definitions are given for 'Logistics'. Here are a few: "Logistics” is ....... •

Strategically dealing with the acquirement and development of merchandise and capacity

of stock an all structures." •

The procedure of deliberately dealing with the acquirement, development and capacity of

materials, parts and completed stock (and the related data Flows) through the organisation and its advertising diverts so that present and future productivity are enhanced through the financially savvy satisfaction of requests" •

The study and the management of products and administration flows and related data that

get these under way" These definitions give the possibility of the wide scope of capacities that Logistics covers. A basic definition is: "Logistics is conveyance of the required place, at required time, in required person...... effectively".

1.2.3 Reverse Logistics Another measurement to Logistics is 'Reverse Logistics' (Rev Log). Merchandise come back from the shopper’s point to the first and supply point, for different reasons. Terrible conveyance, over-supply, damaged, expiry coming up short assessment tests at the client point, products unsold and so forth., are a few occurrences where the materials transverses back. This is Reverse Logistics. The material that needs to return to the first point, or to the first provider, has additionally to be dealt with viably and productively. 'Keep up a Rev Log' framework.

1.2.4 History of Logistics Logistics can be characterized as giving the correct kind of items and additionally benefits at the correct value, time and in the correct condition. A fast take a gander at some Logistics history may demonstrate fascinating. The introduction of Logistics can be followed back to antiquated war times of Greek and Roman realms when military officers titled as Logistikas ' were doled out the obligations of giving MP BIRLA INSTITUTE OF MANAGEMENT

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A STUDY ON CLIENT SATISFACTION FROM SERVICES RENDERED BY VRL LOGISTICS administrations identified with supply and dispersion of assets. This was done to empower the officers to move from their base position to another forward position productively, which could be a urgent factor in deciding the result of wars. This additionally included dispensing damage to the supply areas of the foe and defending one's very own supply areas. In this manner, lead to the improvement of another framework which can be identified with the present day arrangement of Logistics the executives. Amid the Second World War (1939-1945), Logistics developed enormously. The military Logistics of United States and partners ended up being beyond what the German armed force could deal with. The supply areas of German military were incurred with genuine harms and Germany was not ready to unleash a similar destruction on its adversary. The United States military guaranteed that the administrations and supplies were given at the perfect time and at the opportune spot. It likewise endeavored to give these administrations when and wherever required, in the most ideal and prudent way. The best accessible alternatives to complete an undertaking were created. This likewise brought forth a few military Logistics procedures which are still being used, best case scenario in a further developed structure. Logistics has now developed itself as a workmanship and science. Be that as it may, it can't be named as a careful science. Logistics does not pursue a characterized set of tables nor it depends on abilities acquired from birth. A Logistics director plays out his obligations and duties dependent on his instructive encounters and instinct. These aptitudes are supported by a consistent utilization of the equivalent by him for advancement of his association. The Logistics director guarantees that the organization is profited by a viable and proficient arrangement of strategic administration. He additionally needs to guarantee that the correct sort of items and administrations are given at the opportune time and at a correct cost, regardless of whether inside the organizational premises or conveyance of shipments outside the premises of the firm. Logistics has come to be somewhat help for some associations that earlier viewed it as a weight. Organizations these days are contracting individuals with the essential learning to convey economical improvements in the field of store network the executives. As has been the situation all through the vast majority of Logistics history, the undertaking of a Logistics supervisor includes an unmistakable vision and a drive inside to convey results under exacting due dates notwithstanding his typical duties. MP BIRLA INSTITUTE OF MANAGEMENT

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1.2.5 Logistics Market India's railroads convey day by day a normal of twelve million travelers and over a million tons of cargo traffic on a system spread more than 62,725 km, covering 7,068 stations. It works on three checks for example broad gauge (1676 mm), meter gauge (1000mm), and narrow gauge (762 and 610mm). Albeit broad gauge frames just 64.5% of the course, it produced 96% of cargo yield and 89.6% of the traveler yield amid 2007-08. Around the same time, absolute traveler traffic was 4,018 million. 19.5% (12,306 Km) of the absolute system and 30% of the broad gauge organize is energized. The railroads are the biggest business in the nation, with over 1.6 million representatives. Working income in 2007-08 was around 3.7 billion. The 6000 km long Indian coastline has eleven noteworthy ports (overseen by the port trust of India under focal government purview) and 163 intermediate ports (under the locale of their separate state governments) in any case, as respects limit, profitability and effectiveness Indian ports don't contrast well and a portion of the international ports. In 2007-08, the complete freight dealt with at real Indian ports was 251.39 million tons, and developing interest has implied that the normal ship turnaround time at these ports is expanding. Dry and fluid mass record for around 80% of the port traffic in volume, while general cargo comprise the rest of the traffic. India's roadway system of very nearly 3 million km is one of the biggest in the world. With the amazing increment in the engine vehicle populace as of late, the Indian government perceived the dire need to create sufficient roadway organizes the nation over, and has presented a progression of sweeping estimates interest in the system. The decrease of trade barriers, both on the domestic and global front, has prompted a quick development of the Logistics advertise all through the world. Things, for example, Swiss cheese, Chinese devices and Italian style products that were prior restricted just to the place of assembling have now crossed the land limits to have their spot in the universal market. This has without a doubt globalized the region of activities and has profited a few economies.

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A STUDY ON CLIENT SATISFACTION FROM SERVICES RENDERED BY VRL LOGISTICS How that is made conceivable? Clearly, aside from ideal administrative approaches, it is the development of Logistics that has made this conceivable. The limits have been limited because of advances in the methods of transportation. Logistics not just arrangements with conveyance of merchandise at the ideal time, for right cost, and in right condition, yet additionally have broadened its job in globalizing the circle of the items and administrations. The development is prominent in the Asia-Pacific district with China rising as a worldwide monetary power with a seismic impact on the worldwide market of Logistics. India is relentlessly following china's impressions by predictable walking into the field of Logistics because of ideal market patterns, redistributing and government approaches. Created country like the United Kingdom and the United States as of now have solid Logistics approaches and are quick to redistribute from China, India and Asia-Pacific because of the cost factor. In the present business situation, there are adequate openings for work for individuals in the field of Logistics and gradually and consistently the zone and extent of Logistics is on the rise. With the expansion sought after for Logistics experts, Logistics organizations are raising their authoritative reach to unparallel statures. The development and advancement saw in the Logistics area is probably going to fuel further development for some more years to come. Accordingly it is all in all correct to reason that the Logistics showcase at long last has its due offer with sufficient openings for work accessible and Logistics being considered as an indispensable piece of most clever organizations.

1.2.6 Role of Logistics Job of Logistics in Supply chain management: A supply chain alludes to the manner in which that materials move through various organization, beginning with raw material and completion with completed items conveyed to a definitive buyer. Supply chain Management can be seen as a pipelines or course for proficient and successful progression of items, administrations, data from suppliers through the different intermediate firms out to the clients or customers. In this way Logistics assumes significant role in Supply Chain Management.

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1.2.7 Role of Logistics in Economy It is significant since, (i)

It is a significant expense for the organizations.

(ii)

It bolsters development and flow of numerous monetary exchanges.

Logistics includes an incentive by making time utility and place utility. For the most part it underpins the time and place utility. Time utility is the esteem included by having a thing when it is required, while place utility is having the thing or administrations accessible where it is required.

1.2.8 Role of Logistics for Organization As of late, successful Logistics the executives has been perceived as a key open door for the improvement of both the gainfulness and intensity of the Organization. In light of the significance of client administration, numerous Organization are embracing it and are making their methodology as customer driven There is a solid connection among Logistics and the three basic ideas of promoting for example the Customer Satisfaction, Integrated Effort an Adequate Corporate Profit.

1.2.9 Importance of Logistics in India  Liberalization and opening our way to entryway rivalry.  Global business has long supply &distribution lines.  Changing Indian consumer, mindful, requesting and less brand faithful.  Competition guarantees that item separation regarding quality is troublesome.  Product life cycles are contracting.  Our markets are moving from 'dealers to purchasers'.  Many purchaser items are moving into products showcase.  India is a vast nation. Extensive separations separate generation and utilization focuses. Basic wares need to go from Food Corporation stockrooms to purchasers through PDS.  Logistics execution has not been great.  Fruits and vegetables are developed at different places yet detest access to advertise. MP BIRLA INSTITUTE OF MANAGEMENT

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A STUDY ON CLIENT SATISFACTION FROM SERVICES RENDERED BY VRL LOGISTICS

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A STUDY ON CLIENT SATISFACTION FROM SERVICES RENDERED BY VRL LOGISTICS

1.2.10 Client Satisfaction on Logistics Client Satisfaction is a significant for Logistics organizations looking for upper hand, since they understand that on the off chance that they don't fulfill the desires for clients, their place will be taken by different organizations whose exercises will be increasingly focused on client desires. In this way, Logistics organizations must guarantee each client administration related angle, regardless of what it incorporates: acknowledgment of requests, their execution or the arrangement of issues. A customer of a Logistics organization must make sure that the picked organization comprehends his needs.

1.3 Importance of the Topic Logistics is outlined and reasons are given on why it's an important space of management. Political and economic trends are tinted to indicate that it's even increasing in importance. In the Current research at VRL logistics is mentioned with attention on the look of the logistics network because it is assisted by advance IT powered technology. We have covered major aspects including their warehousing capacity and its efficiency that in turns satisfy the passengers to their best. And this research also gives way for future research opportunity

1.4 Need to study the topic The rationale behind to this research is to inspect and examine the role of warehousing, transloading, shipment, transloading, packaging and delivery plays in the logistics business. As an outcome of this research, the amount to which the above mentioned attributes supports the logistics industry will be determined. Thus it gives complete insight on how customer perceives about the services rendered by VRL logistics.

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A STUDY ON CLIENT SATISFACTION FROM SERVICES RENDERED BY VRL LOGISTICS

CHAPTER 2 REVIEW OF LITERATURE AND RESEARCH DESIGN 2.1 LITERATURE SURVEY AND GAP 1

“Performance Indicators in So as to do as such we requested the key Performance Logistics

provision Indicator (KPI) writing concentrating on the zones of

service

and warehouse management- general administration, supply chain management, A

Literature

and Logistics services, arrangement and Warehousing.

review

framework” by Hans Moonen

From this thesis we come across some trends in the industries towards the exploitation of more performance criteria on a daily basis operations and more tactical actions.

2

“Determinants adoption

of

among

RFID This paper examines the determinant factors that impact Logistics the appropriation of radio frequency identification by

service providers in Malaysia: Logistics services provider (LSPs) in Malaysia. The a discriminant analysis.” By impact factors incorporate expenses of innovation, saw Suhaiza Zailani

risk of technologies, authoritative preparation, client and competitor weights and government support. They had gotten information from 68 Logistics organization. the outcome gave proof that the reception of mechanical advancements is impacted essentially by innovative, authoritative and environmental qualities and that receiving new advances will expand inventory network execution for the Logistics business in Malaysia

3

“Third

party

logistics:

a The purpose of this thesis is to provide classification of

literature review and research third party logistics [i.e., 3PL] and based on that to agenda”

by

Konstantinos develop a research agenda for this field of study.

Selviaridis

The review reveals that 3PL research is empirical descriptive in nature and that it generally lacks a

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A STUDY ON CLIENT SATISFACTION FROM SERVICES RENDERED BY VRL LOGISTICS theoretical foundation. This

paper

fulfills

an

identified

need

for

a

comprehensive classification framework of 3PL studies. 4

MARKETING, The principle goal of the paper is to look at in the case

“SERVICE VALUE

CO-CREATION of offering a co-creation opportunity as a piece of service marketing system impacts client esteem creation

AND CUSTOMER SATISFACTION

IN

THE and fulfillment in the airsoft industry. This proposition utilizes a contextual analysis of an

AIRSOFT INDUSTRY: CASE

A innovation based firm from the airsoft business which

OF

TECHNOLOGY-BASED

works globally. The techniques utilized included

FIRM”

measurable examinations dependent on the information gathered through a study of the innovation based organization clients (n=178). Coefficients of Spearman and Kendall were utilized to analyze the relationships between's

respondents'

specifics

furthermore,

components affecting consumer loyalty. The examination results uncover that there are various drivers associated with the advertising procedure of significant worth co-creation and consumer loyalty, and some of them strongerly affect target clients 5

“Risks

Reduction Numerous organizations have swung to Logistics

and

Measures Outsourcing”

Logistics redistributing

in by

as

an

approach

to

rebuild

their

Chuanxu appropriation systems and increase upper hands.

Wang

Logistics re-appropriating in which an outsider Logistics (3PL) supplier is contracted for all or part of an association's Logistics activities has seen reliably expanding use. Despite the fact that there are unmistakably upsides and downsides of utilizing Logistics redistributing, the full degree of both of these has not been satisfactorily inspected. This paper starts to look at a portion of these dangers and talks about hazard

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A STUDY ON CLIENT SATISFACTION FROM SERVICES RENDERED BY VRL LOGISTICS counteractive action measures. 6

“Service-Dominant Logic for The reason for this paper is to explore the administration Managing

the

Logistics- of the Logistics fabricating interface between the maker

Manufacturing Interface: A and its Logistics specialist organization from the point of view of the services predominant (S-D) rationale.

Case Study”

The outcomes demonstrate that the interface can be ordered into three dimensions: plan interface among items and calculated administrations, process interface between design procedures and administration offering procedures, and data interface between assembling data frameworks and Logistics data frameworks. This examination contributes not exclusively to the hypothesis of S-D rationale and overseeing interface, yet in addition furnishes supervisors with rules of applying S-D rationale to manufacture an administration centered, client situated and social rationale to successfully oversee the Logistics producing interface. Be that as it may, the exploration is constrained to the setting of car and Logistics ventures. 7

“Managing Service Quality: This paper deals with the satisfaction of clients through An International Journal, Comfort

your

e-commerce. This study examines observationally

online researches the jobs of service quality, fulfillment and

customer: quality, trust and trust in an internet business setting. In the assessment, eloyalty on the internet”

trust is found to straight forwardly influence fidelity. The e-administration quality component of affirmation, for

example

confiding

in

the

dealer,

impacts

steadfastness by means of e-trust and e-fulfillment. Other e-quality measurements, for example, usability, escape, responsiveness, and customization impact ededication basically in a roundabout way, by means of fulfillment. Service implication and proposals for further MP BIRLA INSTITUTE OF MANAGEMENT

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A STUDY ON CLIENT SATISFACTION FROM SERVICES RENDERED BY VRL LOGISTICS research are given. 8

analysis The reason of this paper is to supply a clustering

“Clustering

approach to segment supply chain partners within the

prioritization of

logistics vehicle industry and prioritize administrations advertised

automobile

services” by Charles V Trappey by third party Logistics benefit (3PL) providers. Four particular bunches of producers are recognized utilizing the two-stage clustering approach. The clusters isolated calculated inclinations and outsourcing designs of after showcase parts suppliers, unique gear benefit parts providers, unique gear producer parts suppliers, and level one car makers. This case too gives show of how a Logistics company can give customized benefit plans for Specific target markets and customers. 9

“Selection of Third Party The reason of this paper is to plan a demonstrate for the Logistics Using

Service a

Provider choice of 3PL merchant for the Indian cement

Multi-Criteria manufacturing industry utilizing an analytical hierarchy

Decision Making Approach process (AHP) which may be a instrument of multifor

Cement criteria decision making (MCDM) strategy. This

Indian

Industries.” approach empowers the supervisors of the organization

Manufacturing

By Montalee Sasananan

to

understand

the

determination criteria

relevant

connections

of

the

which moves forward the

unwavering quality of the decision. The result showed appeared that the compatibility with the users and fetched of benefit are the foremost noteworthy criteria, and geological spread and extend of administrations given, adaptability in operation and delivery are found to be the least imperative. 10

“Critical factors influencing The reason for this thesis is to apply Fuzzy analytic customer value for global Shipping logistics

hierarchy process [AHP] approach to Fuzzy analytic

carrier-based hierarchy prepare (AHP) approach to empirically ponder service

providers the basic variables impacting client loyalty for

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A STUDY ON CLIENT SATISFACTION FROM SERVICES RENDERED BY VRL LOGISTICS using Fuzzy AHP approach” worldwide shipping carrier-based logistics benefit by Ji-Feng Ding

suppliers based upon the customers’ viewpoint. To encourage the most issue for obtaining basic variables, the four key esteem measurements - benefit, quality, price, and cycle time - are employed to determine those at first critical components firstly. The proposed Fuzzy AHP approach is utilized to degree relative weights for assessing these variables. At long last, the orderly examination approach is to perform the empirical survey by means of AHP surveys. The results about of this thesis appear that: (1) quality is the most elevated perspective for customer esteem from the customers’ viewpoint in Taiwan, and the time is the least one; and (2) the top four basic components affecting client esteem are sensibility of cost, related Logistics costs, safety, and client fulfillment, individually. Table 2.1: Literature review

2.1.1 RESEARCH GAP: From all the studies about logistics services since the last decade we understood there is lots of scope in extending the research. Thus we are taking the warehouse facilities, transloading and many others in to this study because these factors could influence the client satisfaction.

2.2 STATEMENT OF THE PROBLEM: Logistics includes an essential job in the showcasing of an item, decent Logistics will guarantee the nature of the item is defended and the item is conveyed at the correct time, perfect spot and to the objective clients and satisfying them as well. This venture is attempted to consider the significance of logistics as a piece of advertising methodology and to discover the contenders benefits that are having a more prominent level of benefit in the market, where VRL Logistics is going to give the great administrations and mean to know their systems with the goal that the organization can focus on those concerned zones and can secure a more noteworthy market in the field of Logistics the executives.

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A STUDY ON CLIENT SATISFACTION FROM SERVICES RENDERED BY VRL LOGISTICS

2.3 SCOPE OF THE STUDY: This study is limited to the Logistics administrations offered by VRL services and the timespan of the examination was between April to June.

•

The study gives the effect of the dimension of Logistics administration in the market.

•

The task decides the exchange and logistics the executive’s office.

• The undertaking manages estimation of administration, and connections with interior execution evaluation and improvement procedure of exchange industry.

2.4 OBJECTIVES OF THE STUDY: 1. To examine the connection between the client and transporter and the elements of the perception.

2. To distinguish the issues if any in the field of consumer loyalty in the Logistics part and to turn out with answer for the issue.

3. To give achievable recommendation to the organization about the improvement in nature of administrations.

2.5 HYPOTHESES:

H0: There is no significant relationship between Customer Satisfaction and Customer Expectation H1: There is significant relationship between Customer Satisfaction and Customer Expectation. Customer Satisfaction and Quality of Service H0: There is no significant relationship between Customer satisfaction and Quality of Service H1: There is significant relationship between Customer satisfaction and Quality of Service Customer satisfaction and Value MP BIRLA INSTITUTE OF MANAGEMENT

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A STUDY ON CLIENT SATISFACTION FROM SERVICES RENDERED BY VRL LOGISTICS H0: There is no significant relationship between Customer satisfaction and Career Policy H1: There is significant relationship between Customer satisfaction and Value Customer satisfaction and Performance H0: There is no significant relationship between Customer satisfaction and Performance H1: There is significant relationship between Customer satisfaction and Performance. Customer satisfaction and Warehousing H0: There is no significant relationship between Customer satisfaction and Warehousing H1: There is significant relationship between Customer satisfaction and Warehousing. Customer satisfaction and Transloading H0: There is no significant relationship between Customer satisfaction and Transloading H1: There is significant relationship between Customer satisfaction and Transloading.

2.6 SAMPLING About 64 passengers who had commuted to VRL were selected from the Bangalore city for this dissertation to analyze the client’s satisfaction with reference to VRL Logistics Ltd. Number of Clients of VRL surveyed Type of Sampling Place Table 2.6 SAMPLING

64 Convenient sampling Bangalore

2.7 TOOLS & TECHNIQUES FOR COLLECTION OF DATA This Thesis requires the first hand Information regarding the Clients satisfaction, since it belongs to this field. The sampling plan is efficient in extracting the first hand information such as primary data, which is necessary for the study for the research.

2.8 PLAN OF ANALYSIS The Information which are gathered are Tabulated with Graphs also being plotted to analyze the study. MP BIRLA INSTITUTE OF MANAGEMENT

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A STUDY ON CLIENT SATISFACTION FROM SERVICES RENDERED BY VRL LOGISTICS After the Data is collected, Factor analysis is performed to reduce the 11 independent Variables into 6 independent variables using SPSS software, further tools like Chi-square, Anova table, Regression and Correlation is also performed to get perfect insight on the study.

2.9 LIMITATION 

The study is only focused and confined to Bangalore and may not be reflecting to other counter parts.



Since only 64 samples were responded for study, the overview made for the whole population might not be factual.



This study is targeted to the diminutive industry and so acceptance of VRL services by company and persons have not been enclosed under this study, because they form chief source of profits for VRL.

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A STUDY ON CLIENT SATISFACTION FROM SERVICES RENDERED BY VRL LOGISTICS

CHAPTER 3 COMPANY PROFILE Established in 1976 by Mr. Vijay Sankeshwar in Gadag, a community in North Karnataka with a solitary truck and a dream that was path comparatively radical. VRL before long extended its support of Bangalore, Hubli and Belgaum. From this modest start VRL has developed into a broadly famous logistics and transport organization which is at present the biggest armada proprietor in India with an armada of 2691 Vehicles (Including 196 hello there tech traveler transports &2495 Trucks) as of fifteenth August 2008.as distributed in the Limca Book of Records. Throughout the years VRL has spearheaded in giving a protected and dependable conveyance arrange in the field of bundle administration. It has spread its activities to Courier Service, Express Cargo and Aviation to satisfy the developing need of the thriving client base. 3PL and Warehousing arrangements offered by VRL are customized and take into account one of a kind needs of different clients of the business. With the biggest system in India, the VRL bundle administration is crucial for vast number of corporate houses. This system traverses the length and broadness of the nation and is bolstered by expansive number of transshipment center points. VRL works through a system of 2629 Locations and 911 Branches, franchisees and our significant clients. VRL is currently growing its administration to reach even the remote areas of the Country. The effectiveness of our armada of vehicles relies on our comprehensive best in class workshop cum administration complex at Hubli (Karnataka). Each vehicle of our fleet goes through this ace administration office with the goal that they are at pinnacle dimensions of execution, prompting better cost efficiencies and time the board.

3.1Centralized Operations At the center of the gatherings transport business is its 43 section of land transport cum stockroom complex in Varur, Hubli. This one of a kind office has all the basic back up administrations under one rooftop. The all out developed region of complex is 25,00,000 sq. ft. with an extra 1,00,000 sq. ft. of land used for sheds and vehicle leaving, This complex contains the Head place of business, Transhipment Godown, Workshop, Canteen, Drivers Rest Room, possess Diesel Bunk and so on.

3.2 Corporate Social Responsibility The corporate truthfulness is a basic resource and vrl is focused on maintaining it in everything to do.VRL share our desires and feelings and endeavor to keep up a work environment based on common qualities, trust and altruism and we keep on implanting these moral principles in our MP BIRLA INSTITUTE OF MANAGEMENT

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A STUDY ON CLIENT SATISFACTION FROM SERVICES RENDERED BY VRL LOGISTICS business condition. Important is the Vignyan Yog Shivir that we composed that was directed by Param Pujya Ramdevji Maharaj which was gone to by in excess of 10,000 individuals over the state.

3.3 Mission To promote team work and create work environment that encourages talent and brings out the best in our employees. We are committed to provide quality logistics services consistently at reasonable price and to continually improve the same to achieve customers delight on a sustainable basis.

3.4 Vision To become the leading Company that cuts across diverse segments and emerges as the torchbearer of each section that it ventures into.

3.5 Objectives of the industry •

To increase all around perspectives on the board tasks

•

To comprehend the work culture

•

To coordinate handy investigation with hypothetical idea

•

To absorb and comprehend the capacity of every office in the association

•

To create fundamental relational and administrative aptitude.

3.6Business Ethics: VRL has all around emphatically trust that "rules are not intended to be broken" however "rules are intended to be pursued". This conviction of our own fortifies our promise to offer administrations that put our customers and us in a "win-win" circumstance. We trust, it is smarter to be "Reasonable" than to be "Great".

3.7 Companies Product or Services: 3.7.1 Vrl Express Cargo The tagline as “Anywhere Anytime” They deliver the consignments on time without any excuses. This is the driving force behind the victory of Vrl Express Cargo.  Surface, Train and Cargo mode administrations.  Dedicated organization claimed vehicles. MP BIRLA INSTITUTE OF MANAGEMENT

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A STUDY ON CLIENT SATISFACTION FROM SERVICES RENDERED BY VRL LOGISTICS  Door get and conveyance.  On-time conveyance.  Online track and follow office.  24X365 days tasks.  Dedicated and well-prepped client care windows.  Extensive across the nation organize.

3.7.2Vrl Courier Service “On time every time” Benefiting from the cooperative energy of our vehicle arrange that associates all over Karnataka, we are into Courier Services concentrating on conveying reports and little packages in a period bound way. • Strong and Dedicated Operating Team. • Time Bound Delivery with an Emphasis "On Time Every Time" • Delivery Schedules extending From 24/48/72/96 hours. • Dedicated Route Vehicles. • Online Track and Trace Facility.

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A STUDY ON CLIENT SATISFACTION FROM SERVICES RENDERED BY VRL LOGISTICS

3.7.3Warehousing & 3pl Solutions With the tagline “Tailor-Made Multi-Locational Service”. Consistent Logistics arrangements association incorporating different segments like production network the board, stock control the executives, warehousing the board, JIT development with an accentuation on CRM. • Integrated 3pl arrangement. • Inventory Management. • Warehousing office at different areas. • Communication and IT administration. • Intra-city and re-appropriation administrations. • SKU the board. • Vendor the board. • Order the board.

3.7.4 Vijayanand Travels With the tagline as “At the forefront of passenger Transport”. •

200 Plus courses covering in excess of 50 goals ordinary.

•

Market pioneer in Karnataka in private vacationer administrator fragment.

• Areas of Operation : Karnataka and Maharastra states with 60 or more branches and wide-spread system of 1000 or more operators. • Vijayanand Travels is the head administrator to expand administration by greetings tech and sleeper mentors even to remote spots. •

Onwards and return venture booking office.

•

Punctuality in timing and separate seating course of action for women.

•

Well-kept up mentors with most recent seating plan.

•

Double drivers ready for safe and agreeable adventure.

• Relief transport office on all courses if there should arise an occurrence of any unanticipated episodes. Vijayanand Travels, the visit activity division of VRL, is the market chief among vacationer transport administrators in Karnataka and Maharastra. It works a gigantic armada of transports on in excess of 200 courses and is upheld by a system of 60 branches and 1000 operators. It has spearheaded the presentation of Hi-Tech transports on courses prompting remote pieces of Karnataka, separate seating game plans for ladies MP BIRLA INSTITUTE OF MANAGEMENT

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A STUDY ON CLIENT SATISFACTION FROM SERVICES RENDERED BY VRL LOGISTICS ready, a selection of transports from customary transports to super extravagance A/C transports, check point to screen vehicle development, two drivers on the transports to forestall driver weakness on long courses and improve traveler wellbeing and E-ticketing office as well.

3.7.5 Online Ticket Booking  VRL Online Ticket booking is Secured Fast And simple approach to achieve your goal.  If it's not too much trouble check your precise Bus plan and Fare for your date/spot of movement.  If you don't mind allude to terms and conditions for further subtleties on appointments.  The most minimal cost does not constantly mean the best arrangement.

3.7.6 Vrl Aviation From the tarmac to the skies.....VRL has set off another adventure. In the essential stage, VRL has obtained a fresh out of the plastic new, Premier Jet 1A flying machine, made by Hawker Beechcraft Corporation, USA. It will offer sumptuous solace and the opportunity to fly at an impulse. This combined with the incredible VRL ancestry; this endeavor will positively contact the skies.

3.8 Competitors: The Vijayanand Travels is confronting solid challenge from following players •

KSRTC (contender for all through Karnataka state)

•

Sharma travels (contender for all through Maharashtra state)

•

Diwakar travels (contender for just Davanagere course)

•

KPN travels (contender for just Maharashtra state)

•

Seagate travels (contender for all courses)

•

Blue line travels (contender for all courses)

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A STUDY ON CLIENT SATISFACTION FROM SERVICES RENDERED BY VRL LOGISTICS 3.9 Board Of Directors Of Vijayanand Travels

MR. VIJAY SANKESHWAR

Chairman of Vijayanand travels and Managing director business.

MR.ANAND SANKESHWAR

Managing director, Vijayanand travels

MR.R.P. RAICHUR

Executive director service, Vijayanand travels.

MR.SUDHIR GHATE travels. MR.C.KARUNAKARA SHETTY

Independent director Business, Vijayanand Independent director Business, Vijayanand travels.

MR.MALLESH BUDIHAL

Independent director Business, Vijayanand travels.

MR.R.S. SAGAR

Independent director Business, Vijayanand travels.

MR.SURESH ANGADA

Independent director Business,

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A STUDY ON CLIENT SATISFACTION FROM SERVICES RENDERED BY VRL LOGISTICS Vijayanand travels. MR.H.K. VEERABADHRAPPA

Independent director Business, Vijayanand travels.

3.10 Swot Analysis: Strength: 1. The different qualities that made the organization to build the piece of the pie are as per the following. 2.

The organization is having the generally excellent brand picture in clients mind.

3. It is keeping up generally amazing administration through giving satisfactory transport office pre decided time plans. 4.

The organization is having an exceptionally Effective inward administration framework.

5. Employees, just as client's proposals are considered with uncommon consideration, this made the organization to get steadfast clients just as workers. 6.

It is having the more system branches contrasted with different contenders.

7.

It is having the more get guides looked at toward different contenders.

8. It keeps up aggressive estimating. In view of this preferred standpoint it is charging 10% not exactly the charges of KSRTC. This made the expansion in buyer mindfulness with respect to administrations of the organization. Weakness: From the investigation of execution of Vijayanand ventures we discovered after shortcoming: 1. Postponement In Departure A portion of the transports of Vijayanand ventures are not flight at booked timings. There might be delays in timings that reason parcel of burden to the travelers.

2. Deficient Sleeper Coaches In Busses Just couple of transports are having adequate sleeper mentor offices as every one of the transports. MP BIRLA INSTITUTE OF MANAGEMENT

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A STUDY ON CLIENT SATISFACTION FROM SERVICES RENDERED BY VRL LOGISTICS 3. Limited Staff Vijayanand voyages is having restricted staff, on account of which, the staff is overburdened with work.

4. Less Commission Structure The commission structure of the specialists is less when contrasted with that paid by different contenders.

5. Low Notices Compared to contender's commercials. Opportunities: The organization is having following open doors in the market, they are: 1. Broadening The Service Stretching out the support of different states like Goa and Kerala. 2. Presentation Of More Volvo Busses In view of less challenge in market the organization can present more Volvo transports in its item profile. 3. Customer Awareness Customer mindfulness over the administrations of 'VRL' brand has been expanding throughout the years. 4. The current framework can be used for a bigger limit 5. Expansion towards Aviation part and working together, gaining or leasing air ship. 6. Aside from Aviation segment they are intending to venture into articles of clothing, dairy, and steel business. 7. Organization authorities have been examining areas the nation over for distinguishing different speculation goals.

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A STUDY ON CLIENT SATISFACTION FROM SERVICES RENDERED BY VRL LOGISTICS Threats: 1. Deceptive advertising practices of private brands. 2. Contenders higher commission rates. 3. An ascent in fuel costs would unfavorably influence their tasks and gainfulness. 4. Their products and traveler transport business are liable to different expenses, which may Essentially influence their benefit. 3.11 ORGANISATIONAL STRUCTURE

CHAIRMAN

MANAGING DIRECTOR

GM (MIS)

ASSISTANT

ROADLINES

GM (HRM)

ASSISTANT

TRAVELS

GM (MARKETING)

GM (FINANCE)

ASSISTANT

COURIER

GM (IT)

ASSISTANT

MPC

Chart 3.1: Organizational Structure

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CHAPTER 4 DATA ANALYSIS (PART-A) 4.1.1

Type of business.

Particulars Joint Hindu Family business Private Ltd Company Limited Liability Partnership Sole proprietorship Private Ltd Company, Joint Hindu Family business, Liaison Office, Project Office Partnership Private Ltd Company, Joint Hindu Family business, Partnership Unlimited Company, Cooperatives Project Office Private Ltd Company, Public Ltd Company Subsidiary Company Liaison Office

No

Percentage

5

7.81%

29

45.31%

1

1.56%

12

18.75%

1

1.56%

6

9.38%

2

3.13%

2

3.13%

3

4.69%

1

1.56%

1 1

1.56% 1.56%

Table 4.1.1: Type of business

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Type of Business Joint Hindu Family business

2% 2%2% 5% 3% 3%

8% Private Ltd Company

9% 2% 45%

19%

Limited Liability Partnership 2%

Chart 4.1.1: Type of business. Inference: From the total of 64 respondents about 7.81% owns a business type as Joint Hindu Family business, while 45.31% are from Private ltd company,1.56% are the combination of Private Ltd Company, Joint Hindu Family business, Liaison Office and Project Office, on the other hand 9.38% of them are from Partnership, 3.13% are Private Ltd Company, Joint Hindu Family business and Partnership, 3.13% are from Unlimited Company, Cooperatives. 4.69% from Project Office, 1.56 each being Private Ltd Company, Public Ltd Company and Subsidiary company and Liaison company.

4.1.2 Number of years in the business Particulars

No

Percentage

5>

11

17.19%

<1 years 2-3 years

30 13

46.88% 20.31%

1-2 years

6

9.38%

3-4 years

4

6.25%

Table 4.1.2: Number of years in the business

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Number of years in the business 4 6

11 5> <1 years 2-3 years

13

1-2 years 3-4 years 30

Chart 4.1.2: Number of years in the business

Inference: from the above table and chart, about 17.19% of respondents are beyond 5 years with their business, 46.88% are less than 1 year, 20.31% of the respondents have 2-3 years of experience in their business, while 9.38% are 1-2 years and 6.25% for 3-4 years respectively.

4.1.3 Number of years with VRL Particulars

No

Percentage

<2 years

11

17.19%

2-3 years 3-4 years

41 1

64.06% 1.56%

5>

11

17.19%

Table 4.1.3: Number of years with VRL

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No of years with VRL

17.19%

17.19%

1.56% 2-3 years <2 years 5> 3-4 years 64.06%

Chart 4.1.3:Number of years with VRL.

Inference: The table and chart shows that 17.19% of the respondents are associated with VRL for <2 years while 64.04% of them associated with VRL for 2-3 years, on the other side 1.56% associated with VRL for 3-4 years and 17.19% are associated with them for over 5 years.

4.1.4 Products that are sent on consignment. Letters/Certificates and other documents, Electronic items, Gift items, Footwear/Bags and other apparels, Beauty And Personal Care, Oils,..etc Letters/Certificates and other documents, Gift items, Cheques/DD/Money order Letters/Certificates and other documents Electronic items, Gift items, Footwear/Bags and other apparels Beauty And Personal Care, Oils,..etc Electronic items Gift items Letters/Certificates and other documents, Cheques/DD/Money order, Beauty And Personal Care, Oils,..etc Letters/Certificates and other documents, Gift items Footwear/Bags and other apparels, Beauty And Personal Care, Oils,..etc Footwear/Bags and other apparels Electronic items, Gift items Cheques/DD/Money order, Beauty & Personal Care, Oils,..etc Letters/Certificates /other documents

2

3%

4 15 2 3 11 15

6% 23% 3% 5% 17% 23%

2

3%

1 1 2 3 1 2

2% 2% 3% 5% 2% 3%

Table 4.1.4: Products that are sent on consignment. MP BIRLA INSTITUTE OF MANAGEMENT

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Products that are sent on consignment 2% 3% 2%

5%

2% 3%

6%

Letters/Certificates and other documents, Electronic items, Gift items, Footwear/Bags and other apparels, Beauty And Personal Care, Oils,..etc (0) Letters/Certificates and other documents, Gift items, Cheques/DD/Money order (1)

3% Letters/Certificates and other documents (2) 23% Electronic items, Gift items, Footwear/Bags and other apparels (3)

23%

3% 5%

Beauty And Personal Care, Oils,..etc (4)

17%

Chart 4.1.4: Products that are sent on Consignment Inference: about 3% of the respondents sends Letters/Certificates and other documents, Electronic items, Gift items, Footwear/Bags and other apparels, Beauty And Personal Care, Oils,..etc while 6% of them sends Letters/Certificates and other documents, Gift items, Cheques/DD/Money order on the other hand 23% of the participants sends Letters/Certificates and other documents, while 3% of the sends Electronic items, Gift items, Footwear/Bags and other apparels, 5% of them sends Beauty And Personal Care, Oils,..etc, on the other side 17% of the sends only Electronic items, about 23% of the sends only Gift items, only 3% of them sends Letters/Certificates and other documents, Cheques/DD/Money order, Beauty And Personal Care, Oils,..etc, 2% of them sends Letters/Certificates and other documents, Gift items, another 2% of them sends Footwear/Bags and other apparels, Beauty And Personal Care, Oils,..etc, 3% of them sends Footwear/Bags and other apparels, 5% of them sends Electronic items & Gift items, 2% of them sends Cheques/DD/Money order, Beauty & Personal Care, Oils,..etc , and only 3% of the sample for Letters/Certificates /other documents (13)

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A STUDY ON CLIENT SATISFACTION FROM SERVICES RENDERED BY VRL LOGISTICS

PART B: 4.1.5 Customer Satisfaction Particulars

No

Percentage

Strongly Disagree Disagree No Opinion Agree Strongly Agree

4 5 83 130 98

1.25% 1.56% 25.94% 40.63% 30.63%

Table 4.1.5: Customer Satisfaction

Customer Satisfaction 45.00% 40.00% 35.00% 30.00% 25.00% 20.00% 15.00% 10.00% 5.00% 0.00%

40.63% 30.63% 25.94% Customer Satisfaction

1.25%

1.56%

Strongly Disagree No Disagree Opinion

Agree

Strongly Agree

Chart 4.1.5: Customer Satisfaction

Inference: From the above table we found that, 1.25% of the respondents Strongly disagree about VRL’s customers satisfaction, while 1.56% disagree about VRL’s customer satisfaction, on the other hand 25.94% have either opinion about customer satisfaction, about 40.63% of the respondents agree that they are satisfied with VRL services and 30.63% of the sample Strongly agree that VRL has loyal customers thus satisfied.

4.1.6Customer Expectation Particulars

No

Percentage

Strongly Disagree Disagree No Opinion Agree Strongly Agree

3 5 72 110 130

0.94% 1.56% 22.50% 34.38% 40.63%

Table4.1.6: Customer Expectation

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Customer Expectation 45.00% 40.00% 35.00% 30.00% 25.00% 20.00% 15.00% 10.00% 5.00% 0.00%

40.63% 34.38% 22.50% Customer Expectation

0.94%

1.56%

Strongly Disagree Disagree

No Opinion

Agree

Strongly Agree

Chart4.1.6: Customer Expectation

Inference: from the above table and chart we found that 0.94% of the respondents strongly disagree about the expectations towards VRL, whereas 1.56% of the sample disagree about the expectations towards VRL, while 22.5% of the respondents have no opinion on their expectations towards VRL, on the other side 34.38% of the respondents agree that they have more expectations on VRL and 40.63% of the sample Strongly agree about the expectations on VRL.

4.1.7 Quality of Service Particulars

No

Percentage

Strongly Disagree Disagree No Opinion Agree Strongly Agree

1 7 77 135 100

0.31% 2.19% 24.06% 42.19% 31.25%

Table4.1.7: Quality of Service

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Quality of service 42.19%

45.00% 40.00% 35.00%

31.25%

30.00%

24.06%

25.00% 20.00%

Quality of service

15.00% 10.00% 5.00% 0.00%

0.31% Strongly Disagree

2.19% Disagree No Opinion

Agree

Strongly Agree

Chart 4.1.7: Quality of Service

Inference: as per the given table 0.31% of the respondents strongly disagree about the quality of services rendered by VRL, whereas 2.19% of the respondents disagree about the quality of services rendered by VRL, while 24.06% of the sample have no opinion about quality of service rendered by VRL, about 42.19% of the sample agree that VRL has good quality of service and 31.25% of the respondents strongly agree that VRL has good quality of services.

4.1.8 Value Particulars

No

Percentage

Strongly Disagree

2

0.63%

Disagree

32

10.00%

No Opinion

82

25.63%

Agree

99

30.94%

Strongly Agree

105

32.81%

Table 4.1.8: Value

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A STUDY ON CLIENT SATISFACTION FROM SERVICES RENDERED BY VRL LOGISTICS

Value 32.81%

35.00%

30.94%

30.00% 25.63% 25.00% 20.00% 15.00%

Value

10.00%

10.00% 5.00% 0.63% 0.00% Strongly Disagree

Disagree

No Opinion

Agree

Strongly Agree

Chart 4.1.8: Value

Inference: about 0.63% of the sample strongly disagree that they had perceived full value, while 10% of the respondents disagree that they perceived full value, whereas 25.63% of them have no opinion, while 30.94% of the sample agree that they perceived value from VRL, and 32.81% of the respondents strongly agree that they perceived full value. 4.1.9Performance

Particulars

No

Percentage

Strongly Disagree

2

0.63%

Disagree

32

10.00%

No Opinion

82

25.63%

Agree

99

30.94%

Strongly Agree

105

32.81%

Table 4.1.9: Performance

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Performance 41.88%

45.00% 40.00%

33.13%

35.00% 30.00% 25.00%

20.00%

20.00%

Performance

15.00% 10.00% 5.00% 0.00%

4.38%

0.63% Strongly Disagree

Disagree No Opinion

Agree

Strongly Agree

Chart 4.1.9: Performance About 0.63% of the respondents strongly disagree about the good performance of VRL, while 4.38% of the samples disagree about the good performance of VRL, whereas 20% of the respondents have no opinion about its performance, while 41.88% of them agree that VRL’s performance is excellent and 33.13% of the sample strongly agree that VRL has excellent Performance through the years.

4.1.10 Warehousing Particulars

No

Percentage

Strongly Disagree

5

1.56%

Disagree

12

3.75%

No Opinion

87

27.19%

Agree

129

40.31%

Strongly Agree

87

27.19%

Table 4.1.10: Warehousing

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A STUDY ON CLIENT SATISFACTION FROM SERVICES RENDERED BY VRL LOGISTICS

Warehousing 45.00%

40.31%

40.00% 35.00% 27.19%

30.00%

27.19%

25.00% 20.00%

Warehousing

15.00% 10.00% 5.00%

3.75%

1.56%

0.00% Strongly Disagree

Disagree

No Opinion

Agree

Strongly Agree

Chart 4.1.10: Warehousing

Inference: from the above chart and table we found that 1.56% of the respondents strongly disagree about the warehouse facilities at VRL, while 3.75% of the respondents disagree about the warehouse facilities at VRL, whereas 27.19% of the respondents have no opinion about the warehouse infrastructure, while 40.31% of the sample Agree that they have good warehouse facilities and 27.19% of the respondents strongly agree that VRL has good warehouse infrastructure. 4.1.11Transloading

Particulars

No

Percentage

Strongly Disagree

5

1.56%

Disagree

12

3.75%

No Opinion

87

27.19%

Agree

129

40.31%

Strongly Agree

87

27.19%

Table 4.1.11: Transloading

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A STUDY ON CLIENT SATISFACTION FROM SERVICES RENDERED BY VRL LOGISTICS

Transloading 45.00%

39.69%

40.00% 35.00% 27.19%

30.00%

27.19%

25.00% 20.00%

Transloading

15.00% 10.00% 5.00% 0.00%

5.94% 0.00% Strongly Disagree

Disagree

No Opinion

Agree

Strongly Agree

Chart 4.1.11: Transloading

Inference: about 5.94% of the respondents disagree on efficient transloading facilities from VRL, while 27.19% of the sample have no opinion on Transloading, whereas 39.69% of the sample agrees that they have efficient transloading facility and 27.19% of the respondents have strongly agree about the trasloading facility VRL possess.

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A STUDY ON CLIENT SATISFACTION FROM SERVICES RENDERED BY VRL LOGISTICS

4.1.12 Chi Square Test 1 H0: There is no significant relationship between Customer Satisfaction and Customer Expectation H1: There is significant relationship between Customer Satisfaction and Customer Expectation. Chi-Square Tests-1 Value

df

Asymp. Sig. (2sided)

Pearson Chi-Square Likelihood Ratio

a

100

.000

155.030

100

.000

37.302

1

.000

220.906

Linear-by-Linear Association N of Valid Cases

63

Table 4.1.12: Chi-Square tests-1 Result: H1 is accepted with the value of 0.000 Since the p-value is less than our chosen significance level α = 0.05, we can reject the null hypothesis, and conclude that there is enough evidence to suggest a significant relationship between Customer Satisfaction and Customer Expectation.

4.1.13 Chi square test 2 Customer Satisfaction and Quality of Service H0: There is no significant relationship between Customer satisfaction and Quality of Service H1: There is significant relationship between Customer satisfaction and Quality of Service

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A STUDY ON CLIENT SATISFACTION FROM SERVICES RENDERED BY VRL LOGISTICS

Chi-Square Tests Value

df

Asymp. Sig. (2sided)

Pearson Chi-Square

a

100

.000

148.605

100

.001

33.221

1

.000

198.995

Likelihood Ratio Linear-by-Linear Association N of Valid Cases

63

Table 4.1.13: Chi-Square tests-1 Result: H1 is accepted with the value of 0.000 Since the p-value is less than our chosen significance level α = 0.05, we can reject the null hypothesis, and conclude that there is significant relationship between Customer satisfaction and Quality of Service.

4.1.14 Chi Square Test 3 Customer satisfaction and Value H0: There is no significant relationship between Customer satisfaction and Career Policy H1: There is significant relationship between Customer satisfaction and Value Chi-Square Tests Value

df

Asymp. Sig. (2sided)

Pearson Chi-Square Likelihood Ratio Linear-by-Linear Association

a

130

.000

164.833

130

.021

22.823

1

.000

227.929

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A STUDY ON CLIENT SATISFACTION FROM SERVICES RENDERED BY VRL LOGISTICS

N of Valid Cases

63

Table 4.1.14: Chi-Square tests-1 Result: H1 is accepted with the value of 0.000 Since the p-value is less than our chosen significance level α = 0.05, we can reject the null hypothesis, and conclude that there is significant relationship between Customer satisfaction and Value

4.1.15 Chi Square Test 4 Customer satisfaction and Perfromance H0: There is no significant relationship between Customer satisfaction and Performance H1: There is significant relationship between Customer satisfaction and Performance Chi-Square Tests Value

df

Asymp. Sig. (2sided)

Pearson Chi-Square Likelihood Ratio Linear-by-Linear Association

a

100

.000

152.378

100

.001

30.093

1

.000

196.769

N of Valid Cases

63

Table 4.1.15: Chi-Square tests-1 Result: H1 is accepted with the value of 0.000

MP BIRLA INSTITUTE OF MANAGEMENT

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A STUDY ON CLIENT SATISFACTION FROM SERVICES RENDERED BY VRL LOGISTICS Since the p-value is less than our chosen significance level α = 0.05, we can reject the null hypothesis, and conclude that there is significant relationship between Customer satisfaction and Performance.

4.1.16 Chi Square Test 5 Customer satisfaction and Warehousing H0: There is no significant relationship between Customer satisfaction and Warehousing H1: There is significant relationship between Customer satisfaction and Warehousing Chi-Square Tests Value

df

Asymp. Sig. (2sided)

Pearson Chi-Square Likelihood Ratio Linear-by-Linear Association

a

120

.000

152.516

120

.024

22.228

1

.000

195.788

N of Valid Cases

63

Table 4.1.16: Chi-Square tests-1 Result: H1 is accepted with the value of 0.000 Since the p-value is less than our chosen significance level α = 0.05, we can reject the null hypothesis, and conclude that there is significant relationship between Customer satisfaction and Warehousing.

4.1.17 Chi Square Test 6 CHI SQUARE TEST – Customer satisfaction and Transloading H0: There is no significant relationship between Customer satisfaction and Transloading

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A STUDY ON CLIENT SATISFACTION FROM SERVICES RENDERED BY VRL LOGISTICS H1: There is significant relationship between Customer satisfaction and Transloading

Chi-Square Tests Value

df

Asymp. Sig. (2sided)

Pearson Chi-Square

a

120

.000

146.668

120

.049

16.562

1

.000

180.041

Likelihood Ratio Linear-by-Linear Association N of Valid Cases

63

Table 4.1.17: Chi-Square tests-1 Result: H1 is accepted with the value of 0.000 Since the p-value is less than our chosen significance level α = 0.05, we can reject the null hypothesis, and conclude that there is significant relationship between Customer satisfaction and Transloading. 4.1.18 Correlations Sumcustomer sumcustomere sumqualityofs satisfaction xpectation ervice Pearson Correlation

.776**

.732**

.000

.000

63

63

63

.776**

1

.728**

1

Sumcustomersatisfactio Sig. (2-tailed) n N Pearson Correlation Sumcustomerexpectatio Sig. (2-tailed) n N

MP BIRLA INSTITUTE OF MANAGEMENT

.000 63

.000 63

63

Page 49

A STUDY ON CLIENT SATISFACTION FROM SERVICES RENDERED BY VRL LOGISTICS Pearson Correlation Sumqualityofservice

Sig. (2-tailed) N Pearson Correlation

Sumvalue

Sig. (2-tailed) N Pearson Correlation

Sumperformance

Sig. (2-tailed) N Pearson Correlation

Sumwarehousing

Sig. (2-tailed) N Pearson Correlation

Sumtransloading

Sig. (2-tailed) N

.732**

.728**

.000

.000

63

63

63

.607**

.696**

.744**

.000

.000

.000

63

63

63

.697**

.784**

.787**

.000

.000

.000

63

63

63

.599**

.713**

.802**

.000

.000

.000

63

63

63

.517**

.708**

.760**

.000

.000

.000

63

63

63

1

Table4.1.18(i) Correlations sumvalue sumperformanc sumwareho e using

sumcustomersatisfaction

Pearson Correlation

.607

.697**

.599**

Sig. (2-tailed)

.000

.000

.000

63

63

63

.696**

.784

.713**

.000

.000

.000

N Pearson Correlation sumcustomerexpectation Sig. (2-tailed)

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A STUDY ON CLIENT SATISFACTION FROM SERVICES RENDERED BY VRL LOGISTICS N

63

63

63

.744**

.787**

.802

.000

.000

.000

N

63

63

63

Pearson Correlation

1**

.683**

.819**

.000

.000

63

63

63

.683**

1**

.779**

Pearson Correlation Sumqualityofservice

Sumvalue

Sig. (2-tailed)

Sig. (2-tailed) N Pearson Correlation

Sumperformance

Sig. (2-tailed)

.000

N Pearson Correlation Sumwarehousing

Sig. (2-tailed)

63

63

63

.819**

.779**

1**

.000

.000

63

63

63

.723**

.866**

.808**

.000

.000

.000

63

63

63

N Pearson Correlation Sumtransloading

Sig. (2-tailed)

.000

N Table4.1.18 (ii) Correlations

sumtransloading

Sumcustomersatisfaction

Pearson Correlation

.517

Sig. (2-tailed)

.000

N Sumcustomerexpectation

Pearson Correlation

MP BIRLA INSTITUTE OF MANAGEMENT

63 .708**

Page 51

A STUDY ON CLIENT SATISFACTION FROM SERVICES RENDERED BY VRL LOGISTICS Sig. (2-tailed)

.000

N Pearson Correlation Sumqualityofservice

63 .760**

Sig. (2-tailed)

.000

N Pearson Correlation Sumvalue

63 .723**

Sig. (2-tailed)

.000

N Pearson Correlation Sumperformance

63 .866**

Sig. (2-tailed)

.000

N Pearson Correlation Sumwarehousing

Sumtransloading

63 .808**

Sig. (2-tailed)

.000

N

63

Pearson Correlation

1**

Sig. (2-tailed) N

63

Table4.1.18(iii) 

Here the correlation coefficient is r = 0.776. The two tailed P-value is given as 0.000. Regardless of our significance level, this yields a significant linear correlation.



Here the correlation coefficient is r = 0.732. The two tailed P-value is given as 0.000. Regardless of our significance level, this yields a significant linear correlation.



Here the correlation coefficient is r = 0.607. The two tailed P-value is given as 0.000. Regardless of our significance level, this yields a significant linear correlation.

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A STUDY ON CLIENT SATISFACTION FROM SERVICES RENDERED BY VRL LOGISTICS 

Here the correlation coefficient is r = 0.697. The two tailed P-value is given as 0.000. Regardless of our significance level, this yields a significant linear correlation.



Here the correlation coefficient is r = 0.599. The two tailed P-value is given as 0.000. Regardless of our significance level, this yields a significant linear correlation.



Here the correlation coefficient is r = 0.517. The two tailed P-value is given as 0.000. Regardless of our significance level, this yields a significant linear correlation.

4.1.19 Regression Descriptive Statistics Mean

Std. Deviation

N

Sumcustomersatisfaction

19.9841

3.36247

63

Sumcustomerexpectation

20.6984

3.25098

63

Sumqualityofservice

20.1746

3.20554

63

Sumvalue

19.3333

3.96354

63

Sumperformance

20.2540

2.84530

63

Sumwarehousing

19.4762

3.41655

63

Sumtransloading

19.4603

3.68880

63

Model Summary Model 1

R .857

R Square .735

Adjusted R Square .707

Std. Error of the Estimate 1.82132

Table 4.1.19: Regression & Model summary

Interpretation: Adjusted R Square in the table is 0.707. The Correlation Coefficient = 0.857

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A STUDY ON CLIENT SATISFACTION FROM SERVICES RENDERED BY VRL LOGISTICS Descriptive Statistics: From the above table Customer expectation has highest value while the lowest being Value. Standard deviation for Value is high which indicates it has widely spread. a

4.1.20 ANOVA Model

1

Sum of Squares

df

Mean Square

Regression

515.221

6

85.870

Residual

185.763

56

3.317

Total

700.984

62

F 25.886

Sig. .000

b

Table 4.1.20 Anova table

Inference: The P value (Two tailed) of the ANOVAs table shows 0.000. So we accept the hypothesis related to career management

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A STUDY ON CLIENT SATISFACTION FROM SERVICES RENDERED BY VRL LOGISTICS

Chapter 5 SUMMARY OF FINDINGS, CONCLUSIONS AND SUGGESTIONS 5.1 SUMMARY OF FINDINGS: Based on the major synthesis of the research in previous chapters, we found that: 

From the pragmatic outcomes indicated from the perspective of Logistics Company, there exist 6 main categories for the factors affecting Client Satisfaction which are identified from the study is as follows, 1. Customer Expectation 2. Quality of Service 3. Value 4. Performance 5. Warehousing 6. Transloading.



About 75% of the respondents strongly agree or agree that VRL is performing at its best these days



About 76% of the survey respondents strongly agree or agree that Clients have more expectations from VRL



Around 73% of the sample agree or strongly agree that VRL has the best quality of services



About 64% of the respondents strongly agree or agree that they have perceived the right Value.



Around 69% of the survey samples agree or strongly agree that they have good warehouse facilities.



And 67% of the respondents strongly agree or agree that VRL has efficient transloading facilities.

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A STUDY ON CLIENT SATISFACTION FROM SERVICES RENDERED BY VRL LOGISTICS

5.2 CONCLUSION Based on the findings above there is a lag in the expectations v/s satisfaction. Vijayanand travels is one of the broadly eminent and transport organization in southern part of India. The organization is having the excellent brand picture in the clients mind. Also, it is showcasing its item under the brand name of "VRL". The representatives in Vijayanand ventures are persevering and committed. The organization has expanding benefit and total assets. Thus, organization performed all around pleasantly from its introduction to the world. Every one of the divisions assumes a crucial job in each association. The general examination that rises in this firm has kept up well and productive division in the administration. It's everything segments are working proficiently. The general limit of the considerable number of divisions is well methodical. Over the span of study I have not just gained hypothetical learning and furthermore functional information in this firm. I infer that every one of the division’s capacities ought to have present day systems towards different offices.

5.3 SUGGESTIONS The company must improve its current service facilities. 

The organization must present all the more new transports, as present transports should mechanically have to progressed.



The organization ought to present its administrations in new routes moreover so that they can also capture well in North India as well.



A appropriate mix of value, time of work just as between close to home connections should represent the evaluation framework as every single one of them is similarly significant.

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BIBILOGRAPHY Journals 1. Sandhya Anvekar “Courier Services in India: problems for effective service delivery”, Volume 6, No 2, July-Dec 2007, Page no 83 – 90. 2. David Servera France´s and Irene Gil Saura “Logistics service quality: a new way to loyalty”, Vol 108, No 5 2008 pp 650-668. 3. Ling Li “Assessing the relational benefits of logistics services perceived by manufacturers in supply chain”, Volume 132, Issue 1, July 2011, Pages 58-67 4. Baizuri Badruldin “Clients' perception towards JAKIM service quality in Halal certification”, Journal of Islamic Marketing, Vol. 3 Issue: 1, pp.59-71 5. Konstantinos Selviaridis “Third party logistics: a literature review and research agenda”, The International Journal of Logistics Management, Vol. 18 Issue: 1, pp.125150 6. Suhaiza Zailani, “Determinants of RFID adoption among Logistics service providers in Malaysia: a discriminant analysis”, Int. J. Logistics Systems and Management, Vol. 7, No. 3, 2010 34 WEB SITES: www.vrllogistics.com www.vbook.pub.com www.wikipedia.com www.google.com www.researchgate.com

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Research Paper published in Lipids in Health and Disease Journal - www.lipidworld.com

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Publication

17

31

Integral University Thesis Published www.inflibnet.ac.in

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Publication

18

15

M P BIRLA College, Bangalore University By 17XQCMD101 - 2018, MRSA Student Paper

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19

25

AIMS MBA Report Submitted to MRSA, Bangalore University by - LOHITH FINAL 16SKCMD076

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Student Paper

20

13

ABBS College, Bangalore University By 17YUCMD190 - 2018, MRSA

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Student Paper

21

22

Student Paper Published - International Journal of Science and Research (IJSR)

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Publication

22

19

Single-site housing first for chronically homeless people, by Malone, Daniel K. - 2015

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Publication

23

37

Student Report Submitted to Bangalore University by - '16X8CMD035' Yr - 2018

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Student Paper

24

29

East Point College MBA Report Submitted to Bangalore University by - RAMEES V 16XECMD029 Student Paper

25

17

Seismic AAnd Sequence Stratigraphic

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AAnalysis Of Ewan AAnd Oloye Fieldsmiddle Miocene Northwestern Niger Delta Implications For Delta 155

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Journal

26

2

The role of workplace health and safety representatives and the creep, by Coulson, Nancy- 2018

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Publication

27

28

24

18

www.ssmcrewa.com Internet Data

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AIMS College, Bangalore University By 17KCCMD123 - 2018, MRSA

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Student Paper

29

14

Student Report Submitted to Bangalore University by - '16YACMD170' Yr - 2018

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Student Paper

30

35

Factor Influencing The Purchase Intension Of Consumer While Purchasingsecondhand Products In Pakistan 223 833 000S3 08. Journal

31

39

www.dx.doi.org

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Internet Data

<1 32

36

Article Published by International Journal Of Engineering & Computer Science www.ijecs.in

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Publication

33

21

Endovascular Treatment Of Complex Aortic Aneurysms.

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Student Paper

34

12

Article Published at Procedia - Social and Behavioral Sciences - SCIDIR.

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Journal

35

8

ACM Press the 2016- Denver, Colorado, USA (2016.07.20-2016.07.24), by Kheng, Cheng Wai K- 2016

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Publication

36

37

10

6

dir.indiamart.com Internet Data

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Student Article Published in www.conferenceworld.in

<1

Publication

38

40

Tools Ands Trategiesfordiscover Ingnovelenzymes Andmetabolicpathways

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Publication

39

27

Bharathidasan University Thesis published in www.inflibnet.com

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Publication

40

9

Indian Academy College, Bangalore University By 1770CMD011 - 2018, MRSA Student Paper

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