1)Introduction

In modern day Sri Lanka is becoming more stable position in Logistic Industries.Freight
forwarding is one of supportive service that play major role in this industry. Freight
forwarders help to customers to move their cargos and arrange the pickup and clear the
goods. They add mark up for their cost and earn profits via providing services.
Consider about the Sri Lanka there near to 250 forwarders in island wide. Because of
these competitors modern day forwarders have to make big effort to retain their
customers with them and achieve new customers to their net works. Rates are more
important factor in this industry. All ways forwarders have to present competitive rate for
their customers to get a new business to them.
Eagle logistics is a freight forwarding company I currently work. Mr. AsangaWeerakkodi
its started in 2006 as a small scale logistic service providing company. But on today its
span their services to Moratuw,Katunayaka,Homagama,Biyagama,Paliyagodato give
better service to their customers by opening branches. They improve their services under
3PL and customer services and operation wise too. There is mainly five divisions in
company. They are Marketing, Finance, pricing Operation, HR and Customer service.
Via these six divisions they done their operations
Fom all this Customer service department has more specific role among the industry.
They play the major role within the company and its customer base. They have to face
directly for their customers inquires and help them to sought out problems with them.
Every new shipment is a new business. So every time they have to win the customer and
attract the customer to our company. With the modern day competition other arrivals also
try to attract same customer base using by different king of customer approaching
techniques. Consider about the modern market we can seen there is some control and
uncontrollable barriers with customer switching.
What Eagle doing now?
Sea Freight Import / Export
Air Freight Import/Export
3PL operation
Bulk cargo operation
Under the basic operation on logistics and freight forwarding Eagle logistic play one of
major role in Freight forwarding industry with their young and talented staff members.

2) Problem statement

There are more than 100 employers working under the customer service department. This
division do the customer approaching part .they have to quote the rates for their
customers and get the business from them.With the competitive market they have to
quote low rates for their customers to archive the business. Some times when they
approach to a customers we can seems even they present the same rate, customer switch
to another forwarder. With the current competition organization need to retain their
customers an also attract new customers through the service provider.so my research
based on the study to examine the reasons for customer switching over to competitors at
Eagle logistics Colombo private limited

3) Objectives
In this research I focused on the customer service department and the customer attraction
for the business. Through this research these are the basic goals I decide to achieve .
To identify the factors influencing the customer purchase decision
To Evaluate the current customer satisfaction
To compare company strategies with competitors strategies that had to improve
To recommend action to reduce customer switch over to competitors and retain
them
4) Research Questions
Why customers Switching to other forwarder even in the same rate?
Is Customer received better service from competitors?
Does Customer need to use only one party for the clearance and freight?
Do Customers expectation of storage and warehousing?
Is Personal preference regarding the one company?





Propose methodology



5)Literature review
Research identifies many characteristics that are associated with service quality. Business
researchers Benjamin Schneider and David Bowen assert that service organizations must
meet three key customer needs to deliver service excellence:security, esteem, and
justice.9 Research identifies an array of service quality factors that are important for
customers, including:

timeliness and convenience,
personal attention,
reliability and dependability,
employee competence and professionalism,
empathy,
responsiveness,
assurance,
availability, and
tangibles

such as physical facilities and equipmentand the appearance of the personnel.
Research shows that these characteristics also apply to citizen satisfaction with public
service quality.

2Reserch paper no 1532 R customer service completion in capacities system, writter
joseph M.Hall,EvanLporteus
There is research that show the relationship between customer service and profitability
Poor Customer services will loss the customers to the competitors
Poor customer service will leave the potential customers
Good Customer service will attract new customers



Variables
Dependent Variable(Y) Customer purchase decision
Independent variable (x)
Credit Facilities
Responsiveness
Personal Preference
Assurance

6)Conceptual Frame work








7)Methodology
Data Collection method
Instrument
Customer service persons are the first dealers with the customer. So I can get their
previous experience on customers selections. Data will collect by observing and
questioner the customer service department workers in an Eagle logistics (pvt) Ltd.




Credit Facilities
Responsiveness
Personal preference
Assurance



Customer Purchase
Decision








Sampling
Population of the study
There are mainly five departments in Eagle logistics.
Sales and marketing Department
Operation Department
Accounts Department
Hr Department
Customer service Department
Research Population will be the customer service department workers in the eagle
Logistics Company.
Sample
Sample will be select under random basis from the company customer service staff.
Data collection
I will use primary data collection method to understand the relationship between
variables. Data will be collect using by the questioner given by the customer service
persons in eagle logistics company.
Data will be collect asking by the oral questions in selected employers of the sample.


8)Summary of the report