A STUDY ON SHIPPING AGENCY AND CUSTOMER SATISFACTION LEVEL OF SICAL LOGISTICS LIMITED WITH REPECT TO CHENNAI PORT.

1. INTRODUCTION
LOGISTICS OVERVIEW: Logistics is the process of planning, implementation, and controlling the efficient, effective flow and storage of goods, services and related information from point of origin to point of consumption for the purpose of conforming to customer requirements at the right place, at the right time, of the right quality, at the right cost. This definition includes inbound, outbound, internal and external movements and return of materials for environmental purpose. OBJECTIVES OF LOGISTICS: Reduction of inventory. Economy of freight. Reliability and consistency in delivery performance. Minimum damage to products. Quicker and faster response.

FUNCTIONS OF LOGISTICS: Order processing. Inventory planning and management. Warehousing. Packaging. Transportation.

MODES OF TRANSPORTATION IN GLOBAL LOGISTICS:

Transportation plays a vital role in the movement of cargo within or between countries. Selection of the transportation mode depends upon the following factors, Location of market Cost of transportation Speed of cargo transportation Reliability of mode

BARRIERS TO GLOBAL LOGISTICS:

Marketing/ competition

Financial barriers

Distribution channels

Barriers to international logistics

Global logistics management

Potential benefits of international trade

LOGISTICS INFORMATION SYSTEM (LIS): LIS means capturing, analyzing, and communicating information related to logistics and supply chain management. FUNCTIONS OF A LOGISTICS INFORMATION SYSTEM: Planning

Co ordination Customer service and communication Control

PRINCIPLES OF LOGISTICS INFORMATION:

Accur acy Flexibi lity Avail ability

Forma t

LIS

Timeliness

Except ion based

MULTIMODAL LOGISTICS: Multimodal transport embraces road, rail, sea and air links or combination of any these links or sectors, including the ancillary services supporting the entire network such as freight forwarding, haulage, customs, warehousing, inland depots, insurance, banking, finance and related sectors. The advent of containerization of cargos has led to the establishment of huge multimodal transport operators with point to point services involving ships, trucks and rails. EXAMPLE OF MULTIMODAL LOGISTICS: Truck/rail
COAL Non coking coal Coking coal

truck rail

Rail
Washery

Thermal power plant Coke oven Coke

Truck/rail
Thermal power plant Destinatio n port

ship
Source port Reducing agent/fuel

1.1NEED OF STUDY
The Agents prioritized tasks were a) To obtain business b) To secure funding / payment The agent is eyes and ears of the principal and major responsibility of the agent to keep his principle fully informed of all events which occur while ship in care, that is to say from the time the agent receive the appointment he should be updating his principle constantly on the prospects for the vessels port call including ETA, Berthing, cargo operation, sailing prospects. Prior to the ships arrival the agent will be receiving ETAs from the Master (captain) on which he will be making the arrangements for Port entry, berthing and cargo operation. This information will be transmitted to the local harbor authority and cargo terminal. They in turn will be feeding back information on port entry time, berth availability and prospects for cargo completion. The agent becomes the central point of communication relaying this information back to his principal and on the principals instruction, to the next port of call so that they know when to expect the vessels arrival. The agent should be aware of his responsibilities dependent upon the party from whom he receives his appointment. The appointment may be by a) Owners b) Charterers (time or voyage) c) Owners protective(supervisory) agent OWNERS APPOINTMENT:

The agent receives his appointment from the ship-owner who in turn operating the vessel, usually on a voyage charter. The agent will look after the interests of the owner and his duties include a) All port arrangement for the vessel berth. b) The ships port disbursement costs. c) All crew and domestic matters Depending on the charter party, he may also be responsible for arranging cargo operations. Throughout the port call, the agent will keep the owner fully advised of all events and factors and carry out instructions received from the owner relevant to the ships call. He will protect the owners interest against charter, shipper and/or receivers in the event of any dispute or claims. APPOINTMENT BY TIME CHARTERER: When an agent is appointed by a time charterer (often legally referred as the disponent owner). The agents relationship with the vessel and its personnel is, on the surface. Areas of conflict include in this are a) Breakdown of ships equipment. b) Crew dispute. c) Certification. d) Vessels general fitness. When receiving appointment from time charters it is important for the agent to clarify who will pay for what. Although under time charter party the disponent owner will have to pay all the normal disbursements such as port dues, pilotage, towage etc, the actual owner still have to pay such things as repairs and servicing of equipment, crew matters and all other things which directly relate to the ship itself. NOMINATED BY VOYAGE CHARTERER: The appointment has to be made by the owner (or disponent owner) and the legally binding contract is between these two. There may be some sort of agreement between the agent and the nominating charterer but so far as each ship is concerned, the fiduciary duty is owned by the agent to the owner. OWNERS PROTECTIVE AGENT:

It is to protect the owners interests on a port call where the normal full agency appointment in his control. Apart from representing the owner in any disputes relevant to the charter party, the owners protective agent will normally look after the domestic requirement of the vessel such as crewing, repatriation, medical and any supplies deemed for owners account. Owners protective agent will appoint surveyors to establish any such damage and hold time charterers and/or voyage charterer responsible for making good any repairs or defects incurred.

1.2 STATEMENT OF PROBLEM

It is easy to loose than earning a customer. In the past, many companies look their customer for granted. Their customer may not have many alternatives source of supply, or all suppliers were equally efficient in service. Todays customers are harder to please, they are smarter, more price conscious, pore demanding, less forgiving and approached by more competitors with equal or better offers. Under the present scenario, it becomes very difficult to retain the customer fold intact. Hence, the companies are delivering the best possible after the service to the customer to satisfy them. The key to customer retention in customer satisfaction is, In Highly satisfied customer a) Stays loyal longer

b) Talks favorable about the company and its services.

c) Pay less attention to completing brand and advertisement.

d) Less sensitive to price.

There are lots of competitors for shipping agency business/companies. Periodically the shipping agencies are focusing on service quality. Unless the company pays themselves in a good position for its service, it is difficult to survive in the market

This study is viewed in SICAL Logistics shipping agency business and how to improve service quality in order to satisfy the customers.

1.3INDUSTRIAL PROFILE
Shipping and World Trade
Over 90% of world trade is carried by the international shipping industry. Without shipping the import and export of goods on the scale necessary for the modern world would not be possible.

Seaborne trade continues to expand, bringing benefits for consumers across the world through low and decreasing freight costs. Thanks to the growing efficiency of shipping as a mode of transport and increased economic liberalisation, the prospects for the industrys further growth continue to be strong. There are around 50,000 merchant ships trading internationally, transporting every kind of cargo. The world fleet is registered in over 150 nations, and manned by over a million seafarers of virtually every nationality. The different types of ship in the world merchant fleet Container ships:

Which carry most of the world's manufactured goods and products, usually through scheduled liner services. Bulk carriers: The work horses of the fleet, these transport raw materials such as iron ore and coal. Identifiable by the hatches raised above deck level which cover the large cargo holds. Tankers: Transport crude oil, chemicals and petroleum products. Tankers can appear similar to bulk carriers, but the deck is flush and covered by oil pipelines and vents. Ferries and Cruise ships: Ferries usually perform short journeys for a mix of passengers, cars and commercial vehicles. Most of these ships are Ro-Ro (roll on - roll off) ferries, where vehicles can drive straight on and off, making it a speedy and easily accessible way to travel. Demand for cruise ships expanded rapidly during the 1980s, leading to a new generation of large and luxurious 'floating hotels' Specialist ships Such as anchor handling and supply vessels for the offshore oil industry, salvage tugs, ice breakers and research vessels. Top 20 largest shipping flags (January 2005) Figures in brackets are millions of gross tonnes of shipping registered in the countries listed. Source: Lloyd's Register Fairplay. 1. Panama (131) 2. Liberia (54) 3. Bahamas (34)

4. Greece (32) 5. Hong Kong (China) (25) 6. Singapore (25) 7. Malta (23) 8. Marshall Islands (22) 9. Cyprus (21) 10. China, People's Republic (19) 11. Norway (19) 12. Japan (12) 13. United States (11) 14. Italy (11) 15. UK (mainland) (10) 16. Germany (8) 17. Denmark ((7) 18. Korea (South) (7) 19. India (7) Top 15 beneficial ownership countries: (January 2003) Based on total deadweight tonnage controlled by parent companies located in these countries. Figures in brackets represent percentage of world fleet. Source: UNCTAD. 1. Greece (19.5%)

2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12. 13. 14. 15.

Japan (13.6%) Norway (7.6%) China, People's Republic of (5.7%) United States (5.5%) Germany (5.3%) Hong Kong, China (4.9%) Korea, Republic of (3.3%) Chinese Taipei (2.9%) Singapore (2.5%) United Kingdom (2.3%) Denmark (2.1%) Russia (2.1%) Italy (1.6%) Saudi Arabia (1.4%)

Number of ships (by total and trade) As at January 1st 2005, the world trading fleet was made up of 46,222 ships, with a combined tonnage of 597,709,000 gross tonnes. Figures in brackets are numbers of ships, by sector. Source: Lloyd's Register Fairplay January 2005.

General Cargo ships (18,150)

Tankers (11,356)

Bulk Carriers (6,139) Container ships (3,165)

Passenger ships (5,679) Other (1,733) TOTAL (46,222)

Value of volume of world trade by sea It is difficult to quantify the value of volume of world seaborne trade in monetary terms, as figures for trade estimates are traditionally in terms of tonnes or tonne-miles, and are therefore not comparable with monetary-based statistics for the value of the world economy. However, United Nations Conference on Trade and Development (UNCTAD) estimates that the operation of merchant ships contributes about US$380 billion in freight rates within the global economy, equivalent to about 5% of total world trade. Shipping trade estimates are usually calculated in tonne-miles - a measurement of tonnes carried, multiplied by the distance travelled. In 2003, for example, the industry shipped around 6.1 thousand million tonnes over a distance of about 4 million miles, giving over 25 thousand billion tonne-miles of total trade.

Source: Fearnley's Review Throughout the last century the shipping industry has seen a general trend of increases in total trade volume. Increasing industrialization and the liberalization of national economies have fuelled free trade and a growing demand for consumer products. Advances in technology have also made shipping an increasingly efficient and swift method of transportation. Over the last four decades total seaborne trade estimates have nearly quadrupled, from less than 6 thousand billion tonne-miles in 1965 to 25 thousand billion tonne-miles in 2003. As with all industrial sectors, however, shipping is occasionally susceptible to economic downturns - a notable fall in trade occurred during the worldwide economic recession of the early 1980s. However although the growth in seaborne trade was tempered by the Asian financial crisis of the late 1990s there has generally been healthy growth in maritime trade since 1993.

The principal regulations governing maritime safety The following are the major international shipping conventions, adopted by the International Maritime Organization (and the International Labour Organization) concerning safety and pollution prevention. However, many other maritime instruments concerning more specific issues are also in force worldwide. Dealing with the ship SOLAS (International Convention for the Safety of Life at Sea, 1974) lays down a comprehensive range of minimum standards for the safe construction of ships and the basic safety equipment (e.g. fire protection, navigation, lifesaving and radio) to be carried on board. SOLAS also requires regular ship surveys and the issue by flag states of certificates of compliance. MARPOL (International Convention for the Prevention of Pollution from Ships, 1973/1978) contains requirements to prevent pollution that may be caused both accidentally and in the course of routine operations. MARPOL concerns the prevention of pollution from oil, bulk chemicals, dangerous goods, sewage, garbage and atmospheric pollution, and includes provisions such as those which require certain oil tankers to have double hulls. COLREG (Convention on the International Regulations for Preventing Collisions at Sea, 1972) lays down the basic "rules of the road", such as rights of way and actions to avoid collisions. LOADLINE (International Convention on Loadlines, 1966) sets the minimum permissible free board, according to the season of the year and the ship's trading pattern. ISPS (The International Ship and Port Facility Security Code, 2002) includes mandatory requirements to ensure ships and port facilities are secure at all stages during a voyage.

Dealing with the Shipping Company

ISM (The International Safety Management Code, 1993) effectively requires shipping companies to have a licence to operate. Companies and their ships must undergo regular audits to ensure that a safety management system is in place, including adequate procedures and lines of communication between ships and their managers ashore. Dealing with the Seafarer STCW (International Convention on Standards of Training, Certification and Watchkeeping for Seafarers, 1978/1995) establishes uniform standards of competence for seafarers. ILO 147 (The ILO Merchant Shipping (Minimum Standards) Convention, 1976) requires national administrations to have effective legislation on labour issues such as hours of work, medical fitness and seafarers' working conditions. Energy efficiency In those sectors where it competes directly with other means of transport, shipping remains by far the most energy efficient form of transport. Research undertaken by the UK government has demonstrated that energy consumption of road transport by truck lies in the range 0.7 to 1.2 Megajoules/tonne-km.

By comparison, the consumption of a 3,000 dwt coastal tanker at 14 knots is about 0.3 Mj/tonne-km and a medium size container ship (1,226 TEU) at 18.5 knots about 0.12 Mj/tonne km.

COMPANY PROFILE:
Evolution: Founded in 1955, by Late Dr M.A. Chidambaram, pioneering entrepreneur who introduced slew of engineering products in India Public listing on BSE and NSE in 1981 Focus on logistics business and adopted strategy to hive off non-core businesses in 2005 Rechristened South India Corporation Agencies Ltd as Sical Logistics Ltd in 2006 Sical Logistics Limited is one of the leading providers of integrated multi-modal logistics solutions in India. The company, based in Chennai, offers the most comprehensive solutions for bulk, container and offshore logistics. It continues to lead the market with infrastructure initiatives like the Sical Iron Ore Terminal at Ennore, Road and Rail Terminals at the Multimodal International Hub Airport at Nagpur (MIHAN) and the Sical rail services. The Sical Way: Mission: To deliver integrated multimodal logistics services by a highly motivated team using best practices and technology ensuring a dominating customer experience. Vision: To be the most preferred integrated multimodal logistics services provider in bulk and container logistics in India with global presence. Goal: To become a billion dollar company by 2012. Values:

People

Service

Profit.

SicalLogisticsLimited Service Dimensions

Freight Forwarding to commence from 3rd Qtr of 2009
Freight Forwarding Shipping

Port Stevedoring

Sical Logistics has capability to offer a comprehensive, end-toend logistics solution to customers,in-house

First/Last Mile

Port Terminal Handling

Warehousing

Custom House Agency

Transportation Road/Rail

ICD/CFS/Rail terminals

Services Provided: Bulk Logistics: The bulk logistics operations of Sical are divided into port logistics Port Logistics: Sical has rich experience in the port logistics services of stevedoring, customs house agency and ship agency across all major Indian ports. The company continues to be the largest bulk cargo handling service provider in the sub-

and inland logistics.

continent. Its exclusive walk-in bulk cargo berth at Chennai provides a competitive edge to effectively service its valued customers Inland Logistics: Sical is well placed to cater to the burgeoning demand for Inland logistics, with a fleet of 3000 trucks and 105 warehouses with total space of 2 million square feet. It has been a pioneer in introducing GSM/GPS systems for trucks carrying high value cargo for real-time tracking. Container Logistics: Sical has pan India container train operations on strategic

corridors (Chennai, Bangalore and Nagpur) for EXIM and domestic cargo. It owns and operates container terminals at Tuticorin and Chennai in JV with the Port Authority of Singapore, a global leader in ports and terminals. Sical Distriparks Ltd, a subsidiary, owns and operates a 55 acre container freight station near Chennai. Offshore Logistics: Sical provides cutting edge offshore logistics services to the

energy and heavy engineering sectors. It provides Operations and Maintenance services to ONGC for 17 Samudrika category vessels. This prestigious contract was won for the fifth consecutive time by Sical. The company acquired Bergen Offshore Logistics Limited in 2006 to provide world class offshore logistics services through high quality equipments, vessels and engineering expertise. In line with this strategy, it acquired Sical Torino, a new DP2 and FiFi capable SPV, currently deployed in North Sea. Its ambitious plans include the expansion of its fleet to 25 vessels in the next 3 years, thereby evolving into the foremost player in the international offshore logistics arena. Infrastructure Projects: Sical continues to strengthen and grow with upcoming infrastructure contracts under a new subsidiary- Sical Infrastructure Limited: Sical Iron Ore Terminal Limited is slated to be the largest terminal in India with an initial capacity of 12 million tons. It is will be managed as a Build-Operate-Transfer (BOT) contract to be operational by 2009. Nagpur Sical Gupta Rail Terminal Limited is the Sical led consortium with MADC & Gupta Coal India Limited developing the MIHAN Rail Terminal on BOT basis. It will

install rail infrastructure to handle container flat rakes and will have an annual handling capacity of 1, 50,000 TEUs. It will combine the twin strengths of Sicals technical prowess and strategic expertise to provide innovative and dedicated customer solutions. Nagpur Sical Gupta Road Terminal Limited is the SPV from Sical, MADC and Gupta which will develop the MIHAN Road Terminal, on a 60 hectare plot on a 66 years lease. The terminal will contain truck parking facilities, warehouses, cold storage and open stacking areas. The project will be based on a freight exchange model with Sical offering single window solutions across dimensions. PSA Sical consortium will manage and operate the second container terminal at Chennai, to be developed on BOT basis with a 30-year license period. Sical will construct the new berth covering the East and South Quay. It will position the company as the leading container logistics services provider in the country. Sical Multimodal and Rail Terminal Limited (SMART) is poised to offer superior and competitive container rail logistics services through a network of rail linked ICDs in Hub and Spoke model with MIHAN Nagpur as hub and Chennai and Bangalore as spokes. The total project cost is estimated to be Rs 411 crores. Sical Multimodal will be aligned to offer innovative, competitive and reliable end-to-end solutions to customers across India. It recently started 3rd rake movement between Melapakkam near Chennai & Patli (Gurgaon). It plans terminals at Chennai, Bangalore, and Nagpur which are expected to be operational by FY 2011. PSA Sical Terminals Limited: Sical logistics Ltd in joint venture with Port of Singapore Authority (PSA) has designed, constructed, equipped, developed, maintains and operates Container terminal on Build-Operate-Transfer basis in Tuticorin Port, Tamil Nadu, and India from December 1999. The terminal has set very high standards in operational efficiency and has achieved higher productivity levels. Sical Logistics Limited (SLL) One of the largest Integrated Logistics Solutions Provider Handles about 26 million tonnes of bulk cargo , annually Stevedoring in all major ports in India CHA division provides Customs clearance

Shipping division at all major ports. Trucking division covering all states in India. Sical's delivery network includes: Exclusive walk-in berth at Chennai Port bulk cargo 450,000 Sq.ft of storage space across over 100 warehouses owned and contracted fleet of 3500 transport vehicles

Fully mechanized coal handling and conveyor facility to handle 12 million tons per Annum at Ennore Port

Awarded the Best Logistics Service Provider in most ports like Tuticorin, Chennai, Vizag in Logistics forum

Port Handling Sical operates a Walk-in Berth on scheme for 20 years - Chennai Port Handles over 26 Million tonnes annually Chennai Tuticorin Vizag - 2.5 Million Tonnes - 6.5 Million Tonnes - 3.8 Million Tonnes

Ennore - 8.5 Million Tonnes Murmagoa - 4.5 Million Tonnes

Have the experience of handling at Haldia for TNEB 5.5 Million Tonnes Have the experience of handling at Paradip port - 1.0 Million Tonnes annually (1997 2001)

Trucking Pan-India operations setup Owned maintenance Facility at Chennai, Tuticorin & Hospet and arrangement in 20 Stations GSM based GPS tracking system for real-time tracking of high value cargo Cargo Handled - Project and containerized cargo, dry loose Bulk, Liquid bulk, finished Bulk, ODC, Customized vehicles (Special Purpose Vehicles) CHA CHA operations carried out on Pan India basis with 10 branches spread across India. Customers handled - TANCEM, Wipro, Nava Karnataka Steels, BEML, NMDC-Chennai, MMTC-Hyderabad, Jindal South West -Chennai &Bombay, Henkel etc. Shipping Handled vessels in all major ports, representing 300-350 vessels per annum. Customers handled- Setaf Saget SAS, France, Allied Maritime Inc, Greece, Oldendorff Carriers, Germany Warehousing Spread over area of about 4.5 lac sqft with 1 lac mt storage capacity 100 plus warehouses across Tamil Nadu, Andhra Pradesh, Karnataka and Kerala Products handled are fertilizers, cement and steel Value added services of bagging, strapping and shrink packing. Handle Honda Siel Cargo Custom Built Trucks

Sical Iron Ore Terminal Sical in partnership with MMTC and L & T IDPL

Designed to be one of the largest Mechanized Iron Ore handling terminal in Asia Berth built suitably for handling Cape size vessel initially and Super cape vessel at future Berth construction expected to be completed by December 2009 Commences operation by 2010 Handling capacity - Initial 6 Million Tonnes per annum - Final 12 Million Tonnes per annum Stockyard Capacity 1.2 Million Tonnes in Phase I 2.4 Million Tonnes in phase II

2. STATEMENT OF OBJECTIVES
OBJECTIVE OF STUDY:

2.1 Primary objective:

The Primary objective of the study is to Determine the Shipping Agency & Customer Satisfaction level of SOUTH INDIA CORPORATION (AGENCIES) LIMITED.

2.2 Secondary objective:

The Secondary objective is to To understand the concept of agency business in shipping division.

To identify out the activities associated with shipping agency.

 To understand the operation structure associated with sical shipping.

To know the opinion about service quality of sical.

To know what are the expectation of customers of sical.

To find out the various aspects that influences the customer satisfaction level.

To know the reasons for the successful operation of SICAL Logistics.

3. REVIEW OF LITERATURE
MEANING OF PORT AGENCY: It is important that the agent always acts to protect and promote both present and future, the best interests of his principal, to expedite his instructions efficiently and to take care of his needs and requirements competently to the best commercial benefits. Legal agency relationship, when one person who is called the agent is considered by law as authorised to represent another person called the principal, in such way as to be able to affect the principals legal position.

In other words, an agent is defined as a person or thing producing effect. As a ships agent, instructions are received from principals and put into effect in line with their requirements.

It is an agents role to advice the client of conditions and actions which may in someway affect the port call of the vessel, and to advise the best method of handling a ship call for the overall benefit of the client.

The first duty which an agent furnishes is to determine which services a particular ship will need for a given cargo and to make the necessary requirement arrangement.

MEANING OF CUSTOMER SATISFACTION: Whether the buyer satisfied after purchase depends on the offers performance in relation to the buyers expectations. In general, satisfaction is a persons feelings of pleasure/disappointment resulting from comparing a services/products perceived. Performance (or outcome) in relation to his /her expectation. If the performance falls short of expectations the customer is dissatisfied. If the performance matches the expectation, the customer is satisfied. If the performance exceeds expectations, the customer is highly satisfied or delighted. The link between customer satisfaction and customer loyalty is not proportional. Suppose the customer satisfaction is rated on a scale from 1 5. At very low level of customer satisfaction (level 1), customer are likely to abandon the company and even bad mouth it. At level 2 4, customer fairly satisfied, but still find it easy to switch when a better offers come along. At level 5, the customer is very likely to purchase and even spread good word of mouth about the company. High satisfaction or delight creates an emotional bond with Brand Company, not just a rational preference. CUSTOMER EXPECTATION: How do buyers form their expectation? From past buying, experience, friends and associates advice, marketers and competitors information and promises.

If the marketers have expectations too high, the buyer likely to be disappointed, however, if the company sets expectations too low, it wont attract enough buyers. DELIVERING HIGH CUSTOMER VALUE: The key generating high customer loyalty is to deliver high customer value. According to MICHEL CANNING, in his delivering profitable value, a company must design a competitively superior value proposition aimed at specific market segment, backed by a superior value delivery system. Basically, the proposition is a statistical about the resulting experience customer will gain from their relationship with supplier. The brand must represent promise about the total experience. Customer can expect the value delivering system includes all the experience, the customer will have on the way to obtaining and using the offering. MEASURING SATISFACTION: Although the customer centered firm seeks to create high customer satisfaction that is not its main goal. If the company increases customer satisfaction by lowering its service, the results may be lower profits. The company may be able to increase its profitability by means other than increased satisfaction. Spending more to increase customer satisfaction of other partners. The company should vary in how the customer define good delivery, may be in early delivery, on time delivery, order completeness and so on.

AGENCY OPERATION (SHIPPING) IN SICAL: QUALITY PLAN AGENCY.

Enquiry handing

Reply to principals Obtain appointment letter

Declare in port berth meeting Funds to handle Readiness of vessel, filling IGM, issuing D/O, declare at port Suitable berth Boarding formalities Customs boarding, immigration Boarding , port health Boarding MMD clearance, port entry/clearance, entry confirmation at customs,ILH Due to Day to day report principals Medical assisment, appt.ofsub contract of surveyors, classification, statutory, cargo/hatch survey Preparation of SOF Sailing formalities Port/MMD clearance, immigration clearance, customs clearance Forwarding Documents to principals S/off, NOR, Survey report, etc, final D/A

Vessel requirements, performance of vessel, s/on s/off crew

FLOW CHART FOR EXPORT.

Export Issue of shipping order Open gate File IGM application Collect copy of shipping bill Readiness of vessel Berth allotment Attend arrival formalities Hatch inspection / initial survey Loading operations Attend/arrange the following class surveys, vessels requirements, sailing documents Keep principle informed about vessels movement Final draft survey Dead freight (if any) Issue mate receipt Release of Bill of Lading Filling EGM with shipping bill

FLOW CHART FOR IMPORTS.

Import Intimate receiver with ETA of vessel Copy of B/L stowage plan, cargo, freight manifest IGM filling Collect original B/L or LOI Principals appointment Issue delivery order

Intimate arrival of vessel to receiver Tender notice of readiness Documents readiness Berth allotment Attend arrival formalities Initial draft survey Discharge operation Final survey Closing manifest Re delivery process & class survey Custom claim

SHIPPING AGENCY BUSINESS IN GENERAL: The shipping agency business starts with the following a) Marketing, b) Operations, c) Collections, d) Accounts, e) Billing.

FLOW CHART FOR AGENCY BUSINESS.

Marketing

Owners

Charterers

Owner agency (OA) (

Owner protecting agency (OPA)

Charterer agency (CA)

Charter protecting agency (CPA)

Appointment Letter Preparation of PDA

Agre ed

Operation Team Survey or Shippe r/recei ver 8

Port

MMD

Vessel onr/cht r Immigr ation 5

Custo ms 2

Master/ chief officer 6

Steved ores/C &F 7

Collections

Accounts

Billing

PORT: a) In port berthing meeting, declare vessels ETA, along with vessels particulars to secure suitable berth. b) To update vessel position everyday (any change in ETA, ETC,etc) c) As an agent, interact with the following officers of port. Chairman Traffic manager traffic dept. Docks manager (operations) marine dept. Asst. traffic manager (shipping control) Deputy port conservator marine dept. Harbour master (marine dept) Financial advisor & chief accounts officer A/cs dept Signal staff marine dept Safety fire officer marine dept

d) At Marine Dept.(Harbour Masters office) to obtain entry inward and outward certificates after necessary payment of port charges (port dues, pilotage, navigation and berth hire charges as per port tariff). e) At the signal station, vessel position monitored like vessel arrival, movements and sailing. f) At port control, vessels day to day performance monitored. g) At fire office, dangerous/hazardous cargoes permissions obtained here.

CUSTOMS: a) At import department: filling of Import General Manifest and obtain IM No/EM No. with the shipper/consignee to further process B/E / shipping bills. Port clearance obtained here for sailing of vessel. b) At preventive department: sign on/sign off permissions, outer anchorage permission, conversion from foreign to coastal and revert coastal to foreign. c) At customs accounts/cash department: misc.receipt obtained here for customs overtime. ILH dues and conversion duty paid adjusted here. d) Customs preventive department at port: superintendent and preventive officer will board the vessel to complete boarding formalities and to commence load/discharge operations. S/on S/off officers/crew baggages are examined here.
3

MMD: a) Only in case of Indian Flag vessel we have to enter inward and clear outward with this department. b) Have to submit Arrival Form, Articles of Agreement Of crew along with crew list copy of all ship certificates submitted here. c) As per Indian Owners request, arrange and organise survey.
4

IMMIGRATION: a) Register the arrival of vessel. Immigration officer verify the passport and CDC of officer and crew and issue shore passes. If any stowaways found on board on arrival or at the time of sailing are informed here for them to do the needful, sailing clearance are issued as against declaration of Master and surrendering of shore passes with sailing crew list.
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VESSEEL OWNER/CHARTER: a) Receive enquiry, reply the same. b) With furnish required details (port congestion, berthing, restrictions etc...) and D/A for funds. c) Forwarding sailing documents including B/L. in case of export.
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MASTER/CHIEF OFFICER: a) To perform boarding formalities, sailing formalities, vessel requirement, final approval of SOF, etc. b) Chief Officer will give Daily performance report include detention and stowage plan. c) To collect feedback about services of our including sub contractors.
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STEVEDORES: a) Issue vessel arrival notices as per charter party contract. b) Dispute of third party damages, if any to be sorted out by us. c) Clearance of ship parts to be entrusted to them.
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SHIPPERS/RECEIVERS: a) Arrival notices to be issued as per charter party. b) Cargo related charges to be collected on behalf of owners. c) Participation of SOF.
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SURVEYORS:

a) Appointed by agent on advice of owner. b) Responsible for draft survey. Open/close. c) Issue dry tank certificate for liquid cargo. d) Issue protests as required. e) Bunker survey.

4. RESEARCH METHODOLOGY INTRODUCTION:

The study was conducted through descriptive survey; primary data was collected through the survey and analyses to get clear understanding of the problem of study. The data were collected from employees through structured undistinguished questionnaire. The study of shipping agency & customer satisfaction level system required certain research methods, research tools used in performing research are the methodology adopted for the study is descriptive survey method. The study plays a vital role by analyzing and suggesting one of the core and delicate area which leads to a successful and well organized business. In the process of conducting such an important study researcher has followed the following methodology to conduct the necessary data to analyze the collected data and to draw useful inference.

Methodology is one of the main aspects of research; this explains how the researcher conducted this project

4.1 RESEARCH DESIGN:

The research involving qualitative data is of a descriptive type, it includes surveys through questionnaire the main purpose of descriptive research is the description of the state of affairs as it exists at present in the organization.

4.2 AIM OF THE STUDY:

The aim of the study is shipping agency & customer satisfaction level.

4.3 SAMPLING SIZE

The sample size decided in Sical logistics ltd including both male and female, sample size is 50.

4.4 SAMPLING METHOD

Census sampling has been adopted for this study. Census means is to collect information for each person from a population.

4.5 QUESTIONNAIRE DESIGN

A study on shipping agency and customer satisfaction level of Sical logistics ltd with reference to the customers with the help of structured questionnaire. The data was collected through the questionnaire which consists of a total number of 19 questions. The questions are of a) Open ended Type b) Closed ended Type c) Rating Type d) Ranking Type MAILED QUESTIONNAIRE METHOD:

Mailed questionnaire method consists of a list of questions pertaining to the survey. The questions are prepared and sent to various respondents by posts or messengers. The questions have also space for respondents through a covering letter and sent back within a specified time. The advantages of the method of collecting data can be easily adopted where the field of investigation is very fast and it is also cheap provided the respondents respond in time. The other limitations are a) Uncertainty about the response. b) Cooperation of respondents may be difficult to presume. c) Information supplied by the informants may not be correct. d) It may be difficult to verify the accuracy

4.6 PRE-TESTING
The sample of 50 respondents was selected and the questionnaire was pre-tested, based on the pre-testing results necessary changes and made in the questionnaire and a final questionnaire was prepared.

4.7 PERIOD OF STUDY:

The study was carried for a period of FOUR months (January 2010 to April 2010).

4.8 METHOD OF DATA COLLECTION:

The data for the research was collected from two sources. PRIMARY SOURCE: The primary source of data is through questionnaire. SECONDARY SOURCE: The secondary source of information is based on the various details retrieved from Articles, Websites, and Magazines.

The data for this study has been collected through primary source. Primary data was collected with the help of questionnaire.

STATISTICAL TOOLS USED:

The statistical tools used for this study are as follows:

Percentage analysis Chi-square test Weighted average

A) Chi-square test: It is the most widely used non parametric testing statistical tool. The quantity describes the magnitude of discrepancy between theory and observation. It can be known whether the given discrepancy between theory and observation can be attributed to change or whether it results from the inadequacy of the theory to fit the observed facts.

The formula for computing chi-square is = (O E) /E

The calculated value is compared with the table value. Degree of freedom at a specified level of significance. It is accepted when the calculated value is less than the table value.

CHI-SQUARE ANALYSIS:
Chi-square test is non-parametric test used most frequently by making research to test hypothesis. Chi-square test aims at determining whether significant difference exist among group of datas or whether degree of freedom are involved, is greatly skewed.

USES OF CHI-SQUARE TEST:

The chi-square is one of the most popular statistical inferences produced today with the help of chi square test we can find out whether two or more attributes are associated or not In order to test whether or not the attributed are associated we taken the null hypothesis that there is no associated in the attributes are independent.

2 = (0i ei) / ei
Where Oi = observed frequency from the cell Ei = expected frequency from the cell Degree of freedom = (r-1)(c-1)

Where R = number of rows in table C = number of columns in table

B.WEIGHTED AVERAGE METHOD:

There are cases where the relative importance of the different items is not the same. When this is so, the researcher can use the weighted average method. The weight stands for the relative importance of the different items.

THE

FORMULA

FOR

COMPUTING

WEIGHTED

AVREAGE

METHOD IS

= W1 /

4.9 SCOPE OF THE STUDY

Stormy future for shipping:

Despite signs of stability in world trade, the global shipping industry seems to be headed for the rocks as a result of an oversupply of new ships, low shipping rates and feeble demand for goods around the world.

Lester Peteni, chairman of Marine Bulk Carriers, which ferries iron ore and coal, estimates that about 15 percent-20 percent of shipping firms are likely to go under next year. He says most "new buildings" new ship orders are likely to come on stream next year at a time when world trade is still weak.

Peteni says the demand for goods is still low and it could pick up next year, but this pick-up might not be at levels sufficient to rescue shipping firms.

Shipping companies based or operating on Middle Eastern routes achieved an average growth of between 25 to 30 per cent in both the dry bulk and VLCC (very large crude carriers) markets last year, said experts who foresee the same trend continuing this year.

"There are clear indications of a brighter market for 2010; we do not foresee a reversal of the 2009 fortunes. The entire shipping industry is witnessing an unprecedented boom,"

The International Marine Organisation (IMO) has set a timetable of 2010 to 2015 for the phasing out of all single-hull tankers due to environmental concerns.

While shipping operators in the Middle East are catching up with the IMO ruling by making orders for only double-hulls, most of them will be left to ponder on what will become of their existing single-hull fleet as the deadline approaches.

According to the industry analysts, this year will see increased conversion activity as shipping operators seek to convert their single-hulls into either container liners or workboats, something that will put more pressure on shipyards. "Conversion of single-hulls is thought to grow by 10 per cent this year.

The reason for this is two-fold; there are market-induced conversions, which include both on-going conversions to offshore, and the recently emerged practice of conversions to bulk carriers.

Then there is the mandatory conversion, which is forced by regulations. "The only market value opportunity here is scrapping," said Tom Clifton of London's Capital Shipbrokers.

5. DATA ANALSIS & INTERPRETATION TABLE NO -1 HOW YOU KNOW SICAL LOGISTICS LTD ATTRIBUTES News paper Friends Internet Advertisement Others Total NO OF RESPONSE 13 37 50 PERCENTAGE 26 74 100

INTERPRETATION: From the above table it is analysed that 74% of the respondent know Sical through others such as Charters nominated agent and Approached personally and 24% of respondent know Sical through friends and none of them know Sical through newspaper or internet or advertisement.

TABLE NO -2 SICAL IS BETTER THAN OTHER SERVICES

ATTRIBUTES NO OF RESPONDANT PERCENTAGE

Yes No Total

46 4 50

92 8 100

INTERPRETATION: From the table it is analysed that 92% of the customers respondent is, Sical is better than other service provider and 8% of customers respondent is, Sical is better not other service provider.

TABLE NO-3 VARIOUS COMMODITIES DEAL WITH SICAL

ATTRIBUTES Coal Iron ore Dolomite Liquid Cargo All the above Total

NO OF REPONDANTS 40 4 4 1 1 50

PERCENTAGE 80 8 8 2 2 100

INTERPRETATION: From the above table it is analysed that 80% of the coal buying customers frequently deals with Sical and 8% of the iron ore and dolomite buying customers deals with Sical and 2% of the Liquid Cargo buying customers deal with Sical.

TABLE NO -4 APART FROM SICAL DO YOU HAVE ANOTHER SHIPPING AGENCY

ATTRIBUTES Yes No Total

NO OF REPONDANTS 47 3 50

PERCENTAGE 97 6 100

INTERPRETATION: From the above table it is analysed that 94% of the customers contact not only Sical for their business they have another shipping agency also for their business and 6% of the customers contact only Sical for their business.

TABLE NO-5 VESSEL LINE UP AND BERTHING PROSPECTS ON DAILY BASIS

ATTRIBUTES Excellent Good Average Normal Poor Total

NO OF REPONDANTS 13 24 13 0 0 50

PERCENTAGE 26 48 26 0 0 100

INTERPRETATION: From the above table it is analysed that 48% of the customers says Good for vessel line up and berthing prospects and 26% of the customers says Excellent for vessel line up and berthing prospects and 26% of the customers says Average for vessel line up and berthing prospects none of the customers says vessel line up and berthing prospects is normal or poor.

TABLE NO 6 SUBMISSION/FOLLOW UP OF DOCUMENTS ATTRIBUTES Excellent Good Average Normal Poor Total NO OF REPONDANTS 13 24 13 0 0 50 PERCENTAGE 26 48 26 0 0 100

INTERPRETATION: From the above table it is analysed that 48% of the customers says Good for Submission/follow up of documents and 26% of the customers says Excellent for Submission/follow up of documents and 26% of the customers says Average for Submission/follow up of documents and none of the customers says normal or poor for the Submission/follow up of documents.

TABLE NO- 7 TIMELY ISSUANCE OF DELIEVERY ORDER ATTRIBUTES

Exceeded expectation Completely satisfied Partially satisfied Dissatisfied Totally dissatisfied Total

NO OF REPONDANTS
19 25 4 1 1 50

PERCENTAGE
38 50 8 2 2 100

INTERPRETATION: From the above table it is analysed that 50% of the customers are completely satisfied on Timely issuance of delivery order and 38% of the customers are exceeded expectation on the Timely issuance of delivery order and 8% of the customers are partially satisfied on the Timely issuance of delivery order and 2% of the customers are dissatisfied on the Timely

issuance of delivery order and 2% of the customers are totally dissatisfied on the Timely issuance of delivery order

TABLE NO- 8 SICAL GIVING PREFERENCE TO YOUR COMPANY OVER OTHERS ATTRIBUTES
Exceeded expectation Completely satisfied Partially satisfied Dissatisfied Totally dissatisfied Total

NO OF REPONDANTS
13 22 13 1 1 50

PERCENTAGE
26 44 26 2 2 100

INTERPRETATION: From the above table it is analysed that 44% of the customers are completely satisfied on giving preference to their company over others and 38% of the customers are exceeded expectation on giving preference to their company over others and 8% of the customers are partially satisfied on giving preference to their company over others and 2% of the customers

are dissatisfied on giving preference to their company over others and 2% of the customers are totally dissatisfied on giving preference to their company over others TABLE NO- 9 DAILY DISCHARGE REPORT

ATTRIBUTES
Exceeded expectation Completely satisfied Partially satisfied Dissatisfied Totally dissatisfied Total

NO OF REPONDANTS
20 28 2 0 0 50

PERCENTAGE
40 56 4 0 0 100

INTERPRETATION: From the above table it is analysed that 56% of the customers are completely satisfied on receiving daily discharge report and 40% of the customers are exceeded expectation on receiving daily discharge report and 4% of the customers are partially satisfied on receiving daily discharge report and none of the customers are dissatisfied on receiving the daily discharge report

TABLE NO -10 STRUCTURE AND PREPARATION OF STATEMENT OF FACT

ATTRIBUTES
Exceeded expectation Completely satisfied Partially satisfied Dissatisfied Totally dissatisfied Total

NO OF REPONDANTS
13 22 13 1 1 50

PERCENTAGE
26 44 26 2 2 100

INTERPRETATION: From the above table it is analysed that 44% of the customers are completely satisfied on preparation of statement of fact and 26% of the customers are exceeded expectation on preparation of statement of fact and 26% of the customers are partially satisfied on preparation of statement of fact and 2% of the customers are dissatisfied on preparation of statement of fact.

TABLE NO-11

TIMELY SUBMISSION OF SAILING DOCUMENTS

ATTRIBUTES Excellent Good Average Normal Poor Total

NO OF REPONDANTS 19 27 4 0 0 50

PERCENTAGE 38 54 8 0 0 100

INTERPRETATION: From the above table it is analysed that 54% of the customers says Good for Timely Submission of sailing documents and 26% of the customers says Excellent for Timely Submission of sailing documents and 26% of the customers says Average for Timely Submission of sailing documents and none of the customers says poor or normal for Timely Submission of sailing documents.

TABLE NO-12 QUALITY AND SERVICE PROVIDED BY SICAL

ATTRIBUTES Yes No Total

NO OF REPONDANTS 42 8 50

PERCENTAGE 84 16 100

INTERPRETATION: From the above table it is analysed that 84% of customers are satisfied with service and quality of Sical and 16% customers are not satisfied with service and quality of Sical.

TABLE NO-13

SICAL OVERALL COMMUNICATION ATTRIBUTES Excellent Good Average Normal Poor Total NO OF REPONDANTS 13 22 13 1 1 50 PERCENTAGE 26 44 26 2 2 100

INTERPRETATION: From the above table it is analysed that 44% of the customers says Good for Sical overall communication and 26% of the customers says Excellent for Sical overall communication and 26% of the customers says Average for Sical overall communication and 2% of the customers says poor or normal for Sical overall communication.

TABLE NO-14

SICAL TO DISSEMINATE THEIR INFORMATION CIRCULAR

ATTRIBUTES Email Fax Courier Websites Others Total

NO OF REPONDANTS 42 0 0 8 0 50

PERCENTAGE 84 0 0 16 0 100

INTERPRETATION: From the above table it is analysed that 84% of the customers need Sical to disseminate their information through Email and 16% of the customers need Sical to disseminate their information through Websites and none of the customers want Sical to disseminate their information through Fax or Courier.

TABLE NO-15 BASED ON OVERALL SATISFACTION WOULD YOU RECOMMEND SICAL TO ANOTHER ORGANISATION

ATTRIBUTES Yes No Total

NO OF REPONDANTS 43 7 50

PERCENTAGE 86 14 100

INTERPRETATION: From the above table it is analysed that 86% of customers will recommend Sical to another organisation and 14% customers are wont recommend Sical to another organisation.

TABLE NO-16 NUMBER OF VESSELS BRINGING AT INDIAN PORT PER ANNUM ATTRIBUTES Up to 20 vessels p.a 20-30 vessels p.a 30-40 vessels p.a 40-50 vessels p.a Above 50 vessels p.a Total NO OF REPONDANTS 29 4 9 3 5 50 PERCENTAGE 58 8 18 6 10 100

INTERPRETATION: From the above table it is analysed that 58% of the customers bring up to 20 vessels per annum and 18% of the customers bring 30-40 vessels per annum and 10 % of the customers bring above 50 vessels per annum and 8% of the customers bring 20-30 vessels per annum and 6% of the customers bring 40-50 vessels per annum.

CHI-SQUARE TEST 1
Sical is better than other service provider with number of vessels bringing at Indian ports

Null hypothesis:
Ho: There is no significance relationship between Sical service and number of vessels bringing at Indian ports.

Alternative hypothesis:
H1: There is significance relationship between Sical service and number of vessels bringing at Indian ports.

Observed frequency:

Yes No Total

Up to 20 28 1 29

2030 3 1 4

30-40 8 1 9

40-50 3 0 3

Above 50 4 1 5

Total 46 4 50

Expected value:

27 2 29

4 0 4

8 1 9

3 0 3

5 0 5

47 3 50

Arranging the observed frequency and expected frequency in the following table:

(O-E)2 O E (O-E) (O-E)2 E

28 1 3 1 8 1 3 0 4 1

27 2 4 0 8 1 3 0 5 0

1 1 1 1 0 0 0 0 -1 1

1 1 1 1 0 0 0 0 1 1

0.03 0.50 0.25 0 0 0 0 0.2 -

TOTAL

= 0.48

Calculated value: (O-E) 2 2 = = E Degree of freedom = (r-1) (c-1) = (5-1)(2-1) =4*1 =4 Significance level = 5% = 0.05 Table value= 9.49
The table value for 3 d.f.at 5% level of significance is 9.49

= 3.03

Inference:
The calculated value of 2 is lesser than table value. Therefore, the null hypothesis is accepted. Hence, we conclude There is no significance relationship between Sical service and number of vessels bringing at Indian ports.

CHI-SQUARE TEST 2
Satisfaction level of quality and service of Sical with recommending Sical to another organisation.

Null hypothesis:
Ho: There is no significance relationship between quality and service of Sical with recommending Sical to another organisation.

Alternative hypothesis:
H1: There is significance relationship between quality and service of Sical with recommending Sical to another organisation.

Observed frequency:
Yes Yes No Total 39 4 43 No 3 4 7 Total 42 8 50

Expected value:
36 7 43 6 1 7 42 8 50

Arranging the observed frequency and expected frequency in the following table: (O-E)2 O 39 4 3 4 TOTAL E 36 7 6 1 (O-E) 3 -3 3 3 (O-E)2 E 9 9 9 9 0.25 1.28 1.5 9.0 = 12.03

Calculated value: (O-E) 2 2 = = E Degree of freedom = (r-1) (c-1) = (2-1) (2-1) =1*1 =1 Significance level = 5% = 0.05 Table value = 3.84 = 3.03

The table value for 3 d.f.at 5% level of significance is 3.84

Inference:
The calculated value of 2 is greater than table value. Therefore, the alternative hypothesis is accepted. Hence, we conclude There is a significance relationship between quality and service of Sical with recommending Sical to another organisation.

WEIGHTED AVERAGE METHOD

1. Vessel line up and berthing prospects Weight (W) Excellent Good Average Normal Poor

5 4 3 2 1
X 13 24 13 0 0 WX 65 96 39 0 0 = 200

W 5 4 3 2 1 Total

Weighted average method Xw= WX/ X Xw = 200/50 Xw = 4

2. Submission/Follow up of documents.

Weight (W) Excellent Good Average Normal Poor

5 4 3 2 1
X 13 24 13 0 0 WX 65 96 39 0 0 = 200

W 5 4 3 2 1 Total

Weighted average method Xw= WX/ X Xw = 200/50 Xw = 4

3. Timely issuance of delivery order.

Weight (W) Excellent Good Average Normal Poor

5 4 3 2 1
X 19 25 4 1 1 WX 95 100 12 2 1 = 210

W 5 4 3 2 1 Total

Weighted average method Xw= WX/ X Xw = 210/50 Xw = 4.2

4. Sical giving preference to your company under BRS

Weight (W) Exceeded expectation Completely satisfied Partially satisfied Dissatisfied Totally dissatisfied

5 4 3 2 1
X 13 22 13 1 1 WX 65 88 39 2 1 = 195

W 5 4 3 2 1 Total

Weighted average method Xw= WX/ X Xw = 195/50 Xw = 3.9

5. Daily discharge report

Weight (W) Exceeded expectation Completely satisfied Partially satisfied Dissatisfied Totally dissatisfied

5 4 3 2 1
X 20 28 2 0 0 WX 100 112 6 0 0 = 218

W 5 4 3 2 1 Total

Weighted average method Xw= WX/ X Xw = 218/50 Xw = 4.36

6. Structure and preparation of SOF.

Weight (W) Exceeded expectation Completely satisfied Partially satisfied Dissatisfied Totally dissatisfied

5 4 3 2 1
X 13 22 13 1 1 WX 65 88 39 2 1 = 195

W 5 4 3 2 1 Total

Weighted average method Xw= WX/ X Xw = 195/50 Xw = 3.9

7. Timely issuance of delivery order.

Weight (W) Excellent Good Average Normal Poor

5 4 3 2 1
X 19 27 4 0 0 WX 95 108 12 0 0 = 215

W 5 4 3 2 1 Total

Weighted average method Xw= WX/ X Xw = 215/50 Xw = 4.3

8. Sicals overall communication.

Weight (W) Excellent Good Average Normal Poor

5 4 3 2 1
X 13 22 13 1 1 WX 65 88 39 2 1 = 195

W 5 4 3 2 1 Total

Weighted average method Xw= WX/ X Xw = 195/50 Xw = 3.9

RANKING:

SUGGESTION

PERCENTAGE

RANK

Delivering of documents on time Improvement of operation team Handling cargos

2.2 2.36 1.44

I II III

6. FINDINGS OF THE STUDY 74% of the customers know Sical through charters nominated agent and some are approached personally. 92% of the customers say Sical is better than other service provider.

 80% of the Coal buying customers deal with Sical. 94% of the customers have another shipping agency apart from Sical. 48% of the customers say good for vessel line up and berthing prospects. 48% of th customers say good for submission/follow up of documents. 50% of the customers are completely satisfied on issuance of delivery order. 44% of the customers say Sical is giving preference to their company over others when they request for BRS (Berth Reservation System). 56% of the customers are completely satisfied on daily discharge report. 44% of the customers are completed satisfied on structure and preparation of Statement of fact. 54% of the customers feel good for timely submission of documents. 84% of the customers are satisfied with quality and service provided by Sical. 44% of the customers feel good on Sicals overall communication. 84% of the customers expect Sical to disseminate their information circular through Email. 86% of the customers will recommend Sical to another organisation based on overall satisfaction. 58% of the customers bring up to 20 vessels per annum at Indian ports. `

9. BIBILOGRAPHY

BOOKS:
C.R. KOTHARI, RESEARCH METHODOLOGY, 2002, 2ND EDITION. PRACTICAL RESEARCH METHODS BY Dr.CATHERINE DAWSON. RESEARCH METHODLOGY BY SANTHAKUMARAN & SARGUMAMARY.

WEBILIOGRAPHY:

www.citehr.com www.chenglobal.com www.managementparadise.com www.quickmba.com www.wikipedia.com www.googlesearch.com www.sical.com