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DECLARATION

I hereby declare that this project titled “Analyzing customers perception towards air cargo service providers to Sindhu Logistics Pvt. Ltd.” is submitted for the partial fulfillment of the courseMBA- IB (International Business),. This is an original piece of work done by me under the guidance of Smt. SANTOSH KUMARI Asst. Professor of School of Management Studies JNTUH,Hyderabad and Mr. Kishore kumar Sarkar Ocean Manager of SINDHU LOGISTICS Pvt. Ltd., and it has not been submitted for the award of any other degree elsewhere in full or part.

Date : Place:

Signature (RAVI PRAKASH TUMULURI)

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PREFACE
Marketing in general and, consequently, air cargo marketing involves the provision of the right product or service, at the right price, available in the right place at the right time and doing so at a profit. Sindhu Logistics Worldwide Logistics (INDIA) pvt. Ltd. concerned with the identification, anticipation and satisfaction of customer needs and wants, while simultaneously making a profit. In the air cargo industry, marketing’s role is all about identifying what the customer wants and, where possible, providing this service at a price which is economical for both. The marketing activities should identify and understand market needs, if possible should also attempt to anticipate future needs and cope with any threat contained in the market place and to avail of any opportunities which may exist. All the marketing activities should form a coordinated effort,

incorporating the sales department and the product/pricing sectors, combined with a comprehensive, up to date information system providing back up. It must remain in constant touch with the volatile environment, responding to the changes which affect the marketing activities.

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ACKNOWLEDGEMENTS
I express my sincere thanks and deep sense of gratitude, to my project guide Mr. Kishore kumar Sarkar, Ocean manager of Sindhu Logistics pvt. Ltd., for his meticulous guidance, valuable advice, valuable advice, worthwhile discussion, technical ideas, and important suggestions. I take the privilege to express my esteem and profound sense of gratitude to Smt. SANTOSH KUMARI, Asst.Prof., School of Management Studies , JNTUH Hyderabad, without her valuable guidance the completion of this project would have been an immensely difficult task. I am also thankful to the Director Dr. Ar.Aryasri, School of Management Studies , JNTUH ,Hyderabad and other faculty members of this Institute for their valuable guidance and support at every step of this project. I whole-heartedly express my thankfulness, deep gratitude to all the members of Sindhu Logistics pvt. Ltd., for their kind Cooperation, timely help, technical suggestions, and contribution for achieving success for this project. Although I have expressed my gratitude to every person, who helped me in reaching at the stage but there might be few who had been left out, who helped me a lot, I would like to thank all of them.

Name: RAVI PRAKASH TUMULURI Place: HYDERABAD

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CONTENT
CHAPTER-1 Page No.
INTRODUCTION............................................................................

.............................06 1.1 INTRODUCTION TO THE PROJECT…………….…………………………..07 1.3 OBJECTIVES OF THE STUDY…………….………………………………..… 08 1.4 SCOPE OF THE STUDY……………………………...…………………………09 1.5 LIMITATIONS OF THE STUDY…...………………………………………… .10 CHAPTER - 2 INDUSTRY PROFILE…….. …………………………………………………......11-18 CHAPTER – 3 COMPANY PROFILE……………………………………..…..………………………..... . 19 3.1 ABOUT COMPANY………………………………………..………………......2023 3.2 ORGANISATION STRUCTURE…………………………………………........24 3.3 ABOUT SERVICES………………………………………...……………………25 3.4 BENEFITS OF THE COMPANY ……………………………………….……..26 3.5 VISION OF THE COMPANY………………………………..………...……....26 3.6 MISSION OF THE COMPANY……………………………………….....…….26 CHAPTER – 4 THEORETICAL FRAMEWORK…………….………………………………...……...27 4.1 LOGISTICS SYSTEM…………………………………………………………. 4.2 FREIGHT FORWARDING…………………………………………………… 4.3 AIR CARGO…………………………………………………………………… 4.4 AIR CARGO MARKETING PLAN………………………………………….. CHAPTER – 5 DEVELOPMENT OF HYPOTHESES…………………………………………..

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.…........... ……………….6 TOOLS OF DATA COLLECTION…………………………………….....…….. 6...…………...4 SAMPLING PROCESS………………………………………….8 TYPES OF DATA SOURCES………………………………………..… CHAPTER – 9 CONCLUSION……………….…. BIBILOGRAPHY…….... 6....………………..............…………........ ……………………………………………………...........…………….......2 BACKGROUND INFORMATION........…..... 6............ 6..7 SCALE USED..........…….. ……...CHAPTER – 6 Page no.......…..............…………………….. CHAPTER – 8 FINDINGS & RECOMMENDATIONS………………….......... 6.........……......1 RESEARCH DESIGN ………………………………….....….. 6... 6.............……… 6....... APPENDICES………………….. CHAPTER – 7 DATA ANALYSIS & RESULTS…………………………………….......…. 6...……………………………………………………..…………………………………………………… PAGE| 5 ..........5 TECHNIQUES OF DATA COLLECTION…………………. 6.10 PROBLEM FACED IN DATA COLLECTION…………………..9 METHODS OF PROCESSING DATA………………………………………... RESEARCH AND METHODOLOGY…………………………………………..………...3 LOCALE OF STUDY…………………………………….............

4 INTRODUCTION OBJECTIVE OF THE STUDY SCOPE OF THE STUDY LIMITATIONS OF THE STUDY PAGE| 6 .1 1.3 1.2 1.CHAPTER1 INTRODUCTION 1.

This poses a serious limitation in procurement. consequently.1. air cargo marketing involves the provision of the right product or service. Marketing in general and. to the customer. This is also true for Air Cargo Marketing. which the airline should offer. Furthermore. while simultaneously making a profit . that the airline identifies and understands market needs. anticipation and satisfaction of customers need and wants. where possible. Marketing in any industry is a highly complex process. PAGE| 7 .1 Introduction:Marketing is so basic that it cannot be considered a separate function – it is the whole business seen from the point of view of its final result that is from the customer’s point of view (Drucker. available in the right place at the right time and doing so at a profit. The six international and 87 domestic airports handle 0. at the right price. Cargo marketing is all about making decisions about the type and level of service.468 million metric tonnes of international cargo. especially when companies are looking at adopting global sourcing strategies to reduce costs and enhance product quality. given this definition of air cargo marketing. This is because the air cargo is used only when sea trade could not be used either due to time or space constraint. In the air cargo industry.22 million metric tonnes of domestic cargo and 0. which is extremely poor in terms of world standards. providing this service at a price which is economical for both the airline and the customer. we are both concerned with the identification. marketing’s role is all about identifying what the customer wants and.It is essential. The air cargo market in India has grown at a high rate in the last decade and expected to maintain a high growth rate till 2025 before stabilizing. 1960).

• Pricing Strategies.An Air Cargo Policy is being put in place which will project a vision for the air cargo growth by the year 2020. interline traffic. • Distribution process of the airfreight industry. • Identifying the strategy for Target marketing and target groups. trading restrictions and term. implementation and evaluation of the marketing plan. contract rates. capacity cost.The market Map-selection of advertising media. Understanding the contribution. understanding the importance of quickly in the areas of handling and marketing of the cargo product & risk management. PAGE| 8 . • To identify the factors or attributes configuring customer’s perception towards air cargo service providers. either directly or indirectly. • Role of advertising in promoting air cargo –service. airline agreements on allotment.2 Objectives of the study:• To understand the cargo product. future growth and customer trends. affect the air transportation industry. • • Understand the existence of the various rules and laws which. marketing characteristics of the air cargo product and future trends of world trade patterns. space control etc. market segmentation and advantages / limitation of airfreight potential. ULD. 1. yield management and their contribution to the success of the airlines cargo operation.

Most suitable entry timing. Scope of the study:The scope of marketing research could cover the business problems relating to the followings. New mantras of emerging segments. not only in India but also overseas. Marketing and manufacturing capabilities of competitors. The current and prospective competitive position.      PAGE| 9 . Types of consumers that compromise present and potential markets.  The prospects for growth or construction for the current markets being served. 1. Buying habits and pattern of consumption. Chances of improvement of current channels.• To measure the customers perception on the identified factors for Sindhu Logistics and carry out comparative analysis of the other service providers with Sindhu Logistics on the identified persons.    Size and location of different markets.3.

 The Sample size used for the research is less.  The responses obtained might be inaccurate or biased.  Consultation with Experts would have largely improved quality of the Research.  Time is the main constraints of this study. inadvertently or deliberately.4 LIMITATIONS OF THE STUDY:There have been a number of limitations because of which the survey may not be indicative of the views of the target population. PAGE| 10 . In order to know the review of literature. a comprehensive plan has been framed which is discussed in detail in the following chapter.1. A few of these have been mentioned below.  The sample of the respondents chosen for the study might not be representative.  Analysis of the proposed aspects might differ depending on the tools and technique used.  The Questionnaire was not extensive and more issues could have been addressed.  The Target Area was limited to the nearby area.

CHAPTER – 2 INDUSTRY PROFILE PAGE| 11 .

In fact 10-15 per cent of product costs are logistics related. Worldwide. transportation .inventory. Information.delivering the right product in the right quantity and the right condition. Logistics is one of the oldest and also the newest activities of business management. warehousing. information and funds from one business to another or from a business to the consumer. the logistics cost is estimated between 9 and 20 per cent of its GDP. It involves combining diverse functions and service providers who may be culturally and objectively different. In the past. PAGE| 12 . information and other resources. at the right place. including energy and people. material-handling. for the right customer at the right cost.INDUSTRY PROFILE Logistics is about moving materials. For any country. Logistics is the management of the flow of goods. at the right time. logistics constitutes about $2 trillion a year. and packaging Every company dreams of achieving the seven R's . Effective logistics management alone can make this possible. between the point of origin and the point of consumption in order to meet the requirements of consumers (frequently. and originally). It is a vital part of the business economic system and is a major global economic activity.

covers everything involved in acquiring logistics support equipment and personnel for a new weapons system for the military. delivering and installing the new weapons system. Acquisition logistics. The process itself covers a diverse number of functional areas. defining. The concept of logistics can be applied to specific areas of business. planning and controls to assure that the system meets the expected requirements. until the merchandise is sold and delivered to the end customer. Logistics management aims to reduce inventory-holding costs and improve profits. This is a management function that provides funding. This includes identifying.quality of products and services was the key differentiating factor for companies operating in the same market. Involved in logistics are transportation and traffic. A recent US study found that logistics costs account for almost 10% of the gross domestic product. but receiving a tangible product is impossible. Many businesses that deal with PAGE| 13 . as well as shipping and receiving. developing. while enhancing customer satisfaction. In due course.the vendor. wholesaler or distributor . Anything can be ordered online. producing. responsiveness to the customers' needs is the determining factor. Integrated logistics can serve as a potent tool for success in today's competitive business environment. An enterprise that caters instantly to the needs of the customer is the winner.through internal processing functions like warehousing and transportation. Logistics is an organized process of managing the flow of merchandise from the source of supply . The difference between e-business success and failure lies in a company's ability to manage the logistics. ILS is also expected to make sure the price of the goods is reasonable and the product is of the required quality. It also covers storage and import/export operations. Another area is Integrated Logistics Support (ILS). quality and low cost became the winning combination. designing. for example. Today.

A recent instance of massive logistics initiatives is in the Gulf war. The emergence of organized distribution system by department stores and super fast courier service organizations gave a boost to logistics PAGE| 14 . to manage the supply chain as a single entity. Good logistics brings out the ability to move faster and accurately to the battlefront. supply chain management will mean the network of organizations involved in the process by which goods are moved from producer to consumer and the counter flow of information. it is one's ability to reach the product to the consumer at the right time. managements started focusing on customer services in the early 1950s in developed markets such as Europe and the U. The team will deal with the acquisition of paper from the paper supplier all the way to the customer who requests the paper. The first modern use of the term was in the military to identify the process of planning and coordinating the movement of army and weapon support systems. a company supplying photocopying paper around the world will have a logistics team. The manager will oversee or delegate to his staff the process from the point of origin. For example. “If one applies the same to the business organization. In late1960s some of the logistics concepts were tested. With increasing competition in the market place. A prominent application of logistics was in World War II where weapon movements were coordinated to ensure success.S. History of Logistics The Greeks defined logistics as "the science of correct reasoning by means of mathematics". and right quantity and at the lowest cost.supply of goods or services have their own logistics department. Following the oil crisis of the 1970s and the concept of just in time in manufacturing customer-servicing standards were given more importance and new integrated logistics models and solutions were born. right place.” On similar lines.

Improvements in logistics get reflected in a reduction in inventory levels.concepts and strategies. warehousing and inventory carrying cost. and improved servicing standards with significant savings in total costs. Most of the commercial companies do use one or the other custom solution Business logistics Logistics as a business concept evolved only in the 1950s. A professional working in the field of logistics management is called a logistician. Logistics Management Software Software is used for logistics automation which helps the supply chain industry in automating the work flow as well as management of the system.35 per cent of sales components transportation. Logistics Management Logistics management is that part of the supply chain which plans. along The the major value cost chain At the micro are level any manufacturing and marketing company spends5 . PAGE| 15 . There is very few generalized software available in the new market in the said topology. services and related information between the point of origin and the point of consumption in order to meet customers 'requirements. shorter delivery schedules. Today all businesses are looking for seamless transaction systems to co-ordinate their information and material requirements on logistics. This was mainly due to the increasing complexity of supplying one's business with material sand shipping out products in an increasingly globalized supply chain. This is because there is no rule to generalize the system as well as work flow even though the practice is more or less the same. implements and controls the efficient. effective forward and reverse flow and storage of goods. calling for experts in the field who are called Supply Chain Logisticians.

PAGE| 16 . mobile phone) batch size one is the short term aim. Inventory Management. The issue is not the transportation itself. The various processes and elements that are part of logistics as a discipline are: Inbound logistics : Purchasing. The purpose of production logistics is to ensure that each machine and workstation is being fed with the right product in the right quantity and quality at the right point in time.This can be defined as having the right item in the right quantity at the right time at the right place for the right price and is the science of process and incorporates all industry sectors.g. Machines are exchanged and new ones added. supply and resultant efficiencies. Logistics Management Process Michael Porter in his famous book "Competitive Advantage'' hasspoken of the value chain approach and emphasized logistics as one of the most important tools for competitive advantage. but to streamline and control the flow through the value adding processes and eliminates non-value adding ones. Production logistics The term is used for describing logistic processes within an industry. This way even a single customer demand can be fulfilled in an efficient way. Production logistics can be applied in existing as well as new plants. Production logistics provides the means to achieve customer response and capital efficiency. The goal of logistics work is to manage the fruition of cycles. which gives the opportunity to improve the production logistics system accordingly. Manufacturing in an existing plant is a constantly changing process. Inbound transportation. In many industries (e. Production logistics is getting more and more important with the decreasing batch sizes.

there are a . outbound transportation. PAGE| 17 . In recognition of the growing need for technology-enabled solutions in logistics in India and abroad. there is a requirement for an integrated strategy towards developing logistics and its related IT infrastructure and also enhancing its industry base. Distribution management. There is tremendous scope top grade the technology. a look at the current business scene will be great help Scenario of Logistics in India At present.warehousing. Machine scheduling system. designed Given the emerging business and technological trends there are possibil ities for adoption of innovative logistics solutions specifically for India. improve produc tivity levels and bring down operating costs. many companies such as e Logistics are taking shape. Any technology that can improve productivity in transportation operations will be a great boom to the economy both directly and indirectly with opportunities for 10-12 percent reduction in costs. and Warehouse management systems. In fact. fast cycle time has become the key factor for business success. Before delving deep into logistics. In addition. whether it is custom-made tailoring service in Hong Kong or development of a new car in Detroit. Outbound logistics : Order booking process. integrate the entire supply chain.Manufacturing : Production planning systems. As customers started demanding improved servicing standards. companies specializing in logistics operations in India use traditional technologies and cater to stand alone services like transportation clearing and forwarding. Besides the savings on downstream users of transport will be much higher and the cost multiplier effect on the economy will be reduced to that extent.

8 billion or Rs. A reduction in logistics costs by one percentage point will mean saving of $4. All three dimensions are important to understand what is involved in successful customer service. LaLonde and his associates offer the following “Customer services are a process for providing significant value-added benefits to the supply chain in cost-effective way. A broad definition of customer service should embody elements from all three perspectives.Besides significant benefits can be reaped through the multipli er effect of better logistics on all economic sectors. but lower when compared to countries like China and Korea. Bax Global and Menlo which have started operations in India during the last few years Today logistics management in India has become complex with about ten million related outlets to cater to the needs of 1000 million people.S. 21.dozen multinational logistics companies such as Exel. It is much higher than for the U.000 crores and constitutes 13 per cent of the GDP. About Customer Service According to LaLonde and Zinszer have researched various ways that customer service can be viewed: 1) As an activity 2) In terms of performance levels 3) As a philosophy of management.600 crores annually. It is clear that excellent customer service performance seems to add value for all members of the supply chain. Thus. 260.” This definition illustrates the trend to think of customer service as a process-focused orientation that includes supply chain management concepts. The logistics market in India is estimated to be Rs. a customer service program must PAGE| 18 .

The key question is who is the customer? For logistics. In a typical marketing situation. PAGE| 19 . Reliability. Regardless of the motivation and delivery purpose. In some cases the customer is a different organization or individual who is taking ownership of the product or service being delivered. Value-added services.identify and prioritize all customer service strategy remains. does the cost associated with achie ving thespecified service goals represent a sound investment and. Whereas logistics is not capability that contributes to overall success. About Logistics & Customer Service Logistics contributes to an organization’s success by providing customers with timely and accurate product delivery. The three fundamental dimensions of customer service were: -Availability. the desired customer service performance changes over time. the customer is any delivery destination. are unique to specific customers and represent extensions over and above a firm’s basic service program. for what customers? Finally. The product life cycle structure offers a useful framework for viewing the dynamics associated with customer service requirements planning. if so.added. To plan marketing strategy in a dynamic will serve to illustrate how logistical customer service requirement related to a specific product/segment situation will change over time. the customer being serviced is the focal point and driving force It is important to fully understand customer service deliverables when establishing logistical strategies. by definition. Performance. it is fundamental to servicing customers. it is possible to offer key customers something more than high-levels basic service. In many other situations the customer is different facility of the same firm or a business partner at some other location in the supply chain. Extra service beyond the basics is typically referred to as value.

1 ABOUT COMPANY 3.2 ORGANISATION STRUCTURE PAGE| 20 .CHAPTER-3 COMPANY PROFILE 3.

PAGE| 21 . Management Sindhu Cargo Services Ltd.5 VISION OF THE COMPANY 3. headed by Mr..1 ABOUT COMPANY:Sindhu Cargo was established in the year 1987. FIATA. ACAAI. transportation.6 MISSION OF THE COMPANY 3. This enabled Sindhu Cargo to embark on other aspects of logistics arena namely freight forwarding. WCA Family of Logistics Network and is a licensed NVOCC operator. The experience & expertise which the company has gained for a period of over 2 decades in the matters of Foreign Trade Policy. Central Excise.4 BENEFITS GIVEN BY THE COMPANY 3. When the procedures for imports & exports were elaborate & needed specialization. Through successful & sustained flawless service Sindhu Cargo carved a niche for itself in customs related activities.3. three people took up the challenge to encounter the hardships & create a model for trade facilitation in the areas of customs & allied activities. warehousing & distribution.. a Business Management Graduate aged about 49 years is a Qualified Customs License holder under Indian Customs Act. is being shared with its clients as a value added service. EOU/STPI/EHTP. Sindhu Cargo is affiliated to IATA. G Balaraju. Balaraju. He started the business by forming Sindhu Cargo Services in 1987 and concentrated on Imports and Exports Customs Brokerage.3 ABOUT SERVICES 3. Customs Regulations. Mr G. SEZ. FFFI. Insurance etc. is closely held public limited company managed by board of directors.

Started Inland Transport Division • 1997 .Converted from Partnership to Pvt Limited Company • 1992 . to the Warehousing services and to freight forwarding so that a completely integrated logistic services chain is created and being offered to strong clientele of 500 customers. Milestones • 1987 .Obtained IATA accreditation • 1998 .Started Freight Forwarding activities • 1999 .Started Branches at Mumbai. he gradually extended the business to Road Transport activities.Started Tirpur & Calicut Branch PAGE| 22 . Highest Sales award by Indian Airlines.Started Warehousing activities • 2000 ..Started Branch at Tuticorin • 1999 . Best Customer Award by Siemens VDO Ltd. Delhi and Hyderabad • 2001 .Started Cochin and Coimbatore Branch • 2003 .Converted from Pvt Ltd. Best Service Provider by Wipro Infotech Ltd.Started Branch at Chennai • 1995 . to Limited Company • 2002 . Under his leadership the Company has been awarded • • • • • Highest revenue generator for Government of India.On analysis of the gap of services in delivery of the cargo to the Importer and Exporter for Road Transport.Started as a Partnership firm • 1991 .Started Branch at Pondicherry • 2005 . Customs for Bangalore Chapter 2 times.

Formula races etc. were handled with ease & great success • Retained by a MNC telecom company to provide warehousing facility since last 5 years • Many break-bulk shipments have been custom cleared within short span of time & without much hassles • Successfully handled freight forwarding & custom clearance of cars after repair & return to India • Many shipments on air-sea & sea-air modes were handled successfully & in-time • Successfully obtained refunds from customs worth millions of INRs in short span of time PAGE| 23 .Opening of Integrated Logistics Park Achievements • Many clients have been retained for more than a decade despite stiff competition • Successfully handled many project shipments on-time for many of our elite clients • Many time-bound shipments such as Cargo for Indian National games.Branch in Ludhiana opened • 2010 .Branch in Kolkata started functioning • 2008 ..• 2007 .Started branch at Trivandrum • 2008 .Started Branch at Vizag • 2007 . Musical concerts.

Government of India. has conferred on us the award for highest International cargo sales for the year 2007-08 • Wipro InfoTech. we were also awarded 'SAMMAN PATRA' under the category 'Custom House Agents' by Bangalore Zone (Karnataka. and Department of Revenue. • Indian Airlines conferred on us a trophy for highest cargo sales during the year 2000-01 • Indian Airlines now part of National Aviation Company of India Ltd.• Successfully handled & closed many cases at Special Valuation Branch (SVB) of Indian customs Awards & Certifications We have been awarded the 'SAMMAN PATRA' for outstanding revenue collection by Commissioner of Customs. Ministry of Finance. The same year. Bangalore for the year 19981999.. Kerala & Goa). Bangalore during the year 1999-2000 • The 'BEST SUPPLIER AWARD' by Siemens VDO (presently Continental) in the category CSM/Service during the year 2002-03 is a testimony for our untiring efforts to provide flaw less customer service PAGE| 24 . one of the India's respected blue chip companies recognized our performance & conferred on us 'BEST SERVICE PROVIDER' for the year 2004-05 • The CONCOR also conferred on us the EXIM STAR Award for our good performance at Inland Container Depot (ICD).

3.2

ORGANISATION STRUCTURE

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3.3

ABOUT SERVICES:-

A) TRANSPORT SERVICES: airfreight  sea freight  sea-air  System Alliance / Europe
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B)

IT-Services: Sindhu Logistics Information Service /Online Archive  Sindhu Logistics connect  Sindhu Logistics e-Business

C)

Special Services:-

 Air charter  Automotive logistics  Marine solutions  Sindhu Logistics perishable logistics

D)

Consulting: Academy  EUROS  insurance system  Contract logistics

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3.4
• • • • • • • •

BENEFITS GIVEN BY COMPANY:Origin Pickup/Trucking. Warehousing if required. Customs Clearance & Documentation at origin. Origin charges payable like THC, B/L Fee etc. Carriage by Sea or Air by payment of Freight. Inland Trucking if required. Customs Clearing of goods at destination and Warehousing if need be. Door Delivery of the cargo.

3.5

VISION OF THE COMPANY:-

Sindhu Logistics is recognized for logistics excellence and providing competitive markets. advantages for businesses to compete in global

3.6 MISSION OF THE COMPANY:To be focused as a pro-active cargo gateway by anticipating and reacting to each stage of a shipment's transit with commitment and to experience strategic growth of a highly respected and recognized cargo company in the Industry.

In order to know the air cargo services, a comprehensive plan have been framed which is discussed in detail in the following chapter.

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CHAPTER – 4 THEORITICAL FRAMEWORK 4.2 FREIGHT FORWARDING PAGE| 29 .1 LOGISTICS SYSTEM 4.

4.4 AIR CARGO MARKETING PLAN 4. Ohio USA” as the Process of planning. PAGE| 30 .1 LOGISTICS MANAGEMENT:Logistics is defined by the “Council of Logistics. coeffective flow and storage flow and storage of raw materials. More simply.3 AIR CARGO 4. implementing and controlling the efficient. the objective of Logistics System is that the right products reach the right place in the right quantity at the right time to satisfy customer demand. in process inventory finished goods and related information from point of origin to point consumption.

4.ELEMENTS OF LOGISTICS SYSTEM: Nature of Product.2 FREIGHT FORWARDING SYSTEM:- PAGE| 31 .  Location of Manufacturing Plant  Availability of infrastructure such as Road  Availability of different modes of transportation  Dealer/Distributor Network  Government Policy.

www.net 4. therefore all expenditure by foreign tourists in the economic territory of a country is considered as part of the exports of services of that country.exim.1 EXPORT & IT’S PROCEEDURE:- Export of services consist of all services rendered by residents to non-residents.Source:. Also international flows of illegal services must be included.2. PAGE| 32 . In national accounts any direct purchases by nonresidents in the economic territory of a country are recorded as exports of services.

Custom department check the export cargo on the basis of information provided on the shipping bill. ii. The shipping line gives mate receipts to CHA agents after the payment of ocean freights and port due obtains the bill of PAGE| 33 .In India. INVOICE PACKING LIST ARE1 FROM EXCISE DEPARTMENT MARINE INSURANCE POLICY COPY OF PURCHASE ORDER / L/C Above those documentation sends to CHA by exporter. Bar on the enquiry exporter submits his offer giving complete details of products technical specific price delivery payment terms etc. Exporter operation starts with the receipt of enquiry by the exporter from importer. If satisfy then cargo allow to loaded on the board of ship. The exporter manufactures the goods according to the specification given in purchase order v. ix. After that. ships transport more than 90 per cent of the cargo. iii. the exporter prepared following documents:---• • • • • vi. Processing of an export order----- PROCEEDURE:i. After the process negotiations importer sends a purchase order follow by letter of credit (if applicable). It therefore interesting to study the export processed by ship documentation related to it. viii.

x.lading(B/L) from shipping line . Copy of purchase order or L/C Copies of ARE1 Form SDF form After that the exporter submitted above these documents for negotiation to the bank which include :---• • • • • • • Commercial invoice Packing list SDF form Original copy of purchases order Certificate of origin Bill of exchange Shipment advice After that. Customs attested invoice Copy of shipping bill Full set of non board bill of lading. After that. CHA agent send various documents back to exporter which is— • • • • • • xi. bank scrutinizes these documents and if found correct make payment to exporter against documentations. EXPORT PROCEEDURE FLOWCHART:- PAGE| 34 .B/L is a proof of dispatch of cargo and also a negotiable document.

4.2.2 IMPORT & IT’S PROCEEDURE:PAGE| 35 .

detailed technical specifications. Catalog. The main documents of imports are as under: a) Signed invoice b) Packing List c) Bills of lading or bill of lading / air way bill d) Completion of the GATT has been filled in declaration e) The importer or his customs declaration agent f) g) h) i) j) k) l) m) Approval (when necessary) Letters of credit / bank draft (when necessary) Insurance documents Import license Trade License (when necessary) Laboratory (Department of Chemicals to provide the goods) Permitted to make tax-free The right tariff exemption certificate (DEEC) / right to tax refund certificate n) (DEPB) original. machinery and equipment to provide spare parts or chemicals) PAGE| 36 . includes any owner or any person holding himself out to be the importer(The Customs Act 1962).“Import”. means bringing India from a place outside India (The Customs Act . 1962). related documents (the goods are machinery and equipment. with its grammatical variations and cognate expressions. “Importer” in relation to any goods at any time between their importation and the time when we are cleared for home consumption.

PHO. The steamer agent files IGM manually or electronically. Selected packages are opened and Customs examines the advance. Assessed and payable duty is Duty is paid by the importer or CHA Stevedore indents for labor and equipment Unloading of cargo operation starts with tally CHA files import application along with the Delivery Order. Immigration etc officials board the vessel and entry inward is granted.o) p) A single price of machinery and equipment spare parts Certificate of origin (application of preferential tariff rates to provide) q) No commission statement. . Port cargo Related charges are paid. Port/terminal operator commences the cargo operations The steamer agent pays the Vessel Related Charges in Bill of Entry filed by the CHA/Importer and BE number is BE is cross checked with IGM and tallied BE is sent for assessment. Customs. General Procedure for Import Cargo:• • • • • • • • • • • • • • cargo. • On obtaining the Out of Charge from the Customs the CHA approaches the port for delivery of cargo with BE and IA. PAGE| 37 The Steamer Agent files the Vessel Arrival Intimation 7 days prior to the expected arrival of the vessel. IA is verified with IGM. obtained. arrived at. Plant Quarantine. The Port allocates the berth and the vessel is berthed.

delivery is FLOWCHART FOR IMPORT PROCEEDURE:- PAGE| 38 .• The documents are cross-verified. vehicle ticket is issued and effected. The delivered goods pass the port gate after physical examination and document check in the gate.

3 AIR CARGO:PAGE| 39 .4.

the Multi level ETV system for handling loaded pallets & containers is being augmented by an additional ETV system enhancing the present 284 slot capacity by almost 50 per cent. has been in operation at Delhi. New dedicated cargo airlines are being launched. PAGE| 40 . require the support of sophisticated logistic facilities. cold storage facilities and electronic data interchange systems. The Cargo Management Systems at Mumbai. Frozen Products etc. The Department of Cargo with 157 Professional Executives. independent chambers for Fruits. Flowers. The capacities have been augmented keeping pace with air cargo growth. leading to the growth of air cargo. is continuing to drive demand for air cargo and logistics. A much bigger Perishable Cargo Terminal is planned at Mumbai Airport where perishable cargo constitutes 40% of total air cargo. The Integrated Air Cargo Terminal at Delhi provides for export/import transit cargo handling facilities.India's increasing international trade combined with the strong domestic economy. state-of-the-art cargo terminals. Chennai (1978) & Delhi (1986). Chennai & Hyderabad are also computerized though not yet "On Line system''. A perishable Cargo handling terminal with `Pre-cooling' chambers. India's economic development will require the support of dedicated cargo cities with multi-modal interchanges. Massive investment plans in the organized retail sector as well as in high value manufacturing. At Delhi. has grown gradually with establishment of Gateway Air Cargo Terminals at Hyderabad (1975). All major international cargo operators are reporting strong growth in the Indian market. The Cargo Management System here has been upgraded to a fully computerized "On Line'' Integrated Cargo Management system with Electronic Data Interchange (EDI) and Bar Coding Capabilities.. with average of 10 years.

1 Air cargo handling Area and facility: Import cargo  Commercial cargo  Valuable items like jewellery & diamonds  Export cargo  Outgoing unaccompanied baggage PAGE| 41 .AAI Air Cargo Terminals provide for Truck Docks. power Pallet trucks etc are used for the Cargo handling. To meet safety standards CCTV Systems. 4. high mast stackers. Strong Rooms. forklifts. vegetables and meat. Modern cargo handling equipment like cranes. Six wide-bodied aircrafts can be parked simultaneously in an exclusive Apron area in front of the Cargo terminal. and Consolidators for ease of operation and user convenience. fruits. Hazardous Cargo Godown.3. are provided. X-rays Scanners etc. Multi-model Cargo Operators. Also available is a state-of-the-art centre for export perishable Cargo likes flowers. Government Regulatory Agencies. Break Bulk Agents. Live Animal Sheds.. and Palletisation Station. Offices for Airlines.

Cargo trolleys Center for Perishable cargo/cold room( 3 chambers.Cargo Handling Facilities:Public Facilities Photocopying Special Facilities On-line Integrated Cargo Management System (ICMS) For data processing Cold drinks/tea/ Coffee kiosks Elevated transfer vehicle(ETV) With 350 stacking slots for 3 level storage of ULD’s Coffee home Public Telephone (STD/ISD) Banks State Bank of India Air condition in public Waiting Area Canteen Auction Hall for disposal of Unclaimed cargo Pick and carry cranes Forklifts Power pallet trucks Truck – dock 84 Nos. Hazardous Cargo Shed Live Animal Shed General Facilities strong room for valuable cargo 4. 0-12 degree Celsius.3. Those are:PAGE| 42 .2 Types of cargo:Cargo are five types.

The greatest width. I.I. and for low density cargo its cubic volume must be measured. b. Valuable cargo:Definition:For acceptance purposes valuable cargo is defined as described in the section pertaining to class rates. We are not consolidated with other goods ( a consolidated shipment may. Wet cargo:- PAGE| 43 . We are packed in such a manner that the contents cannot be tempered with or removed without visible evidence thereof remaining. each piece must be so measured . ii. be wholly composed of valuables). Wet cargo. Voluminous cargo. IV. (Recheck section on class rates). height and length of a consignment must be ascertained on acceptance. iii. Acceptance :Valuable can be accepted provided : i. V. III. a. Valuable cargo. however. II. Perishable cargo. II. For valuable cargo. Heavy cargo. For details about minimum size s refer to the carrier concerned.

supervised by staff of carrier or agent . provided the packing is leak proof . V. an approved weighbridge may be used in which case the weight note must be submitted to the cargo accepting officer together with the consignment concerned. Perishable cargo:Articles of a perishable nature which are liable to deteriorate or perish due to change in climate. altitude . however . The weight of a piece of cargo above available scale capacity must be determined elsewhere .Carrier can accept wet cargo. including cooled goods. wetted fresh flowers and vegetables. IV. III. soft fruits and other goods which may leak or give off moisture. Or more: Upon acceptance. carrier may be contacted for possible exceptions to accommodate single pieces of sizes greater than that as indicated as maximum and refer to carrier’s special regulations. Alternatively. Heavy cargo (where at least one package weighs 150kgs. temperature . Voluminous cargo:Ordinary cargo of various sizes and weights can be accommodated depending upon the type of aircraft operated . Advance arrangements have to be made with the nearest office of the carrier before acceptance of salted castings & skins.or PAGE| 44 . each consignment must be accurately weighed. etc.

4. Advance reservations should be made & packages and documents should be boldly marked“PERISHABLE”. but it has own characteristics & is always be a consequence of a business transportation. It is a by-product of the air passenger industry. such agreements can be complex. A special “PERISHABLE” label shall be affixed on each package. Once an agreement about buying and selling goods has been reached. will be accepted provided that it is reasonably certain we will reach the destination in good condition.3.3 Cargo Trade & Trade Patterns: The air Cargo industry facilitates trade. The main factors are as follows: • World Trade Patterns and Trade Partners:PAGE| 45 . due to many influencing factors. or length of time in transit . as world trade is subject to frequent changes.The simply for pleasure.other normal exposure. the optimum transport solution is selected based on the following criteria: • • • • • Time Cost Quality Reliability Availability cargo never travels However.

but this weak currency makes imports more expensive. however. machinery . gas. coal. Importing goods. weakens the position of the country’s own producing companies and therefore hampers its exports. a country with a weak currency can sell its export commodities at a competitive price. The cost of imports for countries requiring basic raw materials such as oil. Manufactured goods as opposed to raw materials are more likely to be transported by air because of their high value. ore.The trades patterns of the world are clearly reflected in the airline industry as a whole. The passengers may travel for purposes other than business. it is clear that a country with a strong currency has the financial potential to import goods. airfreight invariably follow these trade patterns. On the other hand. whereas richer countries can afford to import goods other than the basics such as electronics .books. Currency Exchange Rates vary daily. • Currency Exchange Rates:- An important factor in world trade is currency exchange. textiles . The patterns circulate the world east-west and west –east and to a lesser extent north-south and south – north. furniture . steel and food is immense. PAGE| 46 . sports equipment and toys etc .

reliable manner. Thus in the new speedy logistic era. Not surprisingly. quotas ( A limitation on the quantity of a good which can be imported or exported at a given point of time .4 Relationship of Air Cargo to Trade and GDP:- The relationship of air cargo and trade and GDP are having a direct relationship and we are interdependent. trade is carefully monitored and controlled by the individual Governments. 4.This clearly contributes directly to imbalances of air cargo development in different parts of the world. nations with good air cargo capability have competitive trade and development advantage over those without such PAGE| 47 . Many governments feel pressure to create protectionist policies (Policies of shielding domestic industry from foreign competition) such as Tariff (A tax levied on imported goods) . regardless of location to efficiently connecting to distant market and global supply chains in a speedy.3. Air cargo enables nations. • Trade Restrictions and Policies:- World trade affects the economics and subsequently the entire countries of all the trading partners.

the World Bank study 2000 reveals the relationship between the worlds GDP to world airfreight predicts close with approximately 97. giving a framework upon which revenue and cost budgets can be established. Since. and we are highly interdependent. • A statement of long term developments which may affect cargo marketing decisions in the short term. these two are mutually causal. Competitive advantage. PAGE| 48 . there is well established correlation between air cargo and GDP growth. 4. • A document statement of the cargo marketing department’s policies and activities. From the above references. Business rules are being distorted by the convergence of globalization.0% accuracy.4 Marketing Plan:A marketing plan is a plan of who will do what and when and the expected results. digitization. • A presentation of resources to be used to achieve specified objectives and goals.capability. aviation and time based competition. For example. • A specification of the basic revenue or other objectives which guide the efforts of the cargo marketing department. as Michael Porter and others have documented fundamental for growth. The completed marketing plan contains the elements discussed below. The historical relationship between airfreight and GDP by world region from 1980 to 2000 reveals that there is a close relation between three.

We are of paramount importance.4. When and why. Eliminate confusion and misunderstanding among the staff involved in the cargo marketing function. environmental and political PAGE| 49 . as all marketing planning is aimed at: a) Fulfilling the corporate vision and b) Achieving the corporate goals. Provide a permanent record of the marketing planning and the rational behind it.1Contents of a marketing plan: The recommended contents of the Cargo Marketing plan to achieve its goal are  Corporate vision & goals These are decided by top management and communicated throughout the cargo marketing department.• A detailed and calendarised plan setting out which of the elements of marketing will be used and when. 4. strategies and resources in such a way that we can be easily understood.  Macro & Micro environment This section of the marketing plan investigates the current situation of the world market in terms of currency.. Establish exactly who will carry out each of the tasks outlined in the marketing plan. to achieve the objectives set. The PURPOSE • • • • • • of the market plan is to- Set out the cargo marketing department’s objectives. so that any new members of staff are given direction. Develop a continuity of thought and effort from one year to the next. Ensure that all participants in the overall cargo marketing operation are working towards common goals.

as well as any change in the cargo department’s own marketing strategy and own sales/agency sales. The micro environment may be controlled or influenced by the air cargo industry. PAGE| 50 .  Products This involves analyzing which products are in demand and which are not.changes. new techniques. GSAs or major direct customers. This is an investigation of the specific marketing environment of the air cargo industry i.e.  SWOT analysis.  Organization The subject dealt with here is those changes which affect the cargo marketing department’s own organization. new routes. for instance. new containers and so on.  Competition This section of the plan examines what is happening in the industry as a whole with respect to new competitors and new products in the market place.  Sales outlets This section describes market changes affecting major agents. It outlines the planned /needed yield for the period covered by the plan. forwarders. new destinations.  Pricing This necessitates examining any changes in the market place which have already affected or will affect the pricing policy. new staff.namely. It also establishes the platform for the pricing strategy. The macro environment cannot be controlled or influenced by the air cargo industry . new training methods etc. new legislation and consumer habits. new aircraft. an analysis of the current situation of the air cargo business and its markets.

2 TYPES of Marketing Plan: - There are two types of marketing plan. Most of the details in this plan are established by top management. PAGE| 51 . vision & goals. the cargo department’s activities are essentially limited to local support of sales. Pricing.down marketing plan This type of plan covers Mission. 4. product. With this method of marketing plan design. The bottom – up marketing plan The planning activities are divided between top management and the field cargo-marketing department as follows Management Provides:   Corporate vision & Goals Traffic program & capacity Product Strategy In order to develop the hypothesis. sales outlets etc.The primary purpose of SWOT analysis is to analyze any change or planed change in the present marketing situation by looking at things from “the outside in “ rather than looking at the market from the perspective of a marketer . which differ in the way we are constructed. within a limited budget.4. a comprehensive research plan has been framed which is discussed in detail in the following chapter. The top .

Based on this observation the following hypothesis developed.CHAPTER -5 DEVELOPMENT OF HYPOTHESIS DEVELOPMENT OF HYPOTHESES:There are three leading logistics companies in the Hyderabad. I can say from here that the consumer preference of these mentioned logistics companies may or may not be same. These three brands are Sindhu Logistics. Union and Panalpina. PAGE| 52 .

Corporate image. Supportive services on custom clearance. Quality of packaging. In order to test the hypothesis. & Past experience. Terms &conditions related to damage or loss in transit. PAGE| 53 .H1: The customers’ perception towards the air cargo service substantially influenced by the factors that include Price/ Charges. a comprehensive research plan has been framed which is discussed in detail in the following chapter. Behavior of the company persons. International credibility. Letter of credit. Personal attention by the company persons.

7 SCALE USED 6.4 SAMPLING PROCESS 6.3 LOCALE OF THE STUDY 6.1 RESEARCH DESIGN:- Research design is the based framework.CHAPTER. The research design specifies the methods PAGE| 54 .8 TYPES OF DATA SOURCES 6.6 TOOLS OF DATA COLLECTION 6.6 RESEARCH METHODOLOGY 6.2 BACKGROUND INFORMATION 6. which provides guidelines for the research process.9 METHODS & PROCESSING DATA & TOOLS USED 6.5 TECHNIQUES OF DATA COLLECTION 6. It is a map or blue print according to which the research is to be conducts.1 RESEARCH DESIGN 6.10 PROBLEM FACED IN DATA COLLECTION 6.

4 SAMPLING PROCESS:With in the stipulated time it is not possible to collect data from all the consumers so I have chosen the sampling process.3 LOCALE OF THE STUDY:As the time and the cost are the two main constraints in this research so it is not possible to consider the whole logistics service so the survey was conducted in Hyderabad only. 6. it permitted the research to derive more accurate generalization whose reliability could be measured. what.for data collection & data analysis determine the source of data. where. Most specifically it was a kind of “Descriptive conclusive research” who takes care of who. 6. PAGE| 55 . The Secondary data gathered was analyzed to understand the current scenario of the logistics services. CENTRE : HYDERABAD RESEARCH : EXPLORATORY RESEARCH TECHNIQUE : STATISTICAL TOOL USED : TELEPHONIC & E-MAIL DATA SOURCE : PRIMARY & SECONDARY 6. when.2 BACKGROUND INFORMATION:- This phase involved preliminary investigation of the various factors which could possibly affect the companies’ preference about the various logistics companies and in turn influence the services of the many companies. how and why aspects of the investigation further the researcher used the statistical method to serve the purpose of project. The analysis of the secondary data also helped me to find different attributes which affect the logistics services.

6. Sampling technique: The data collected from the samples in Random sampling process. the marketing researcher must decide how the subject should be conducted. Due to time constraints the sample size chosen is very small.5 TECHNIQUES OF DATA COLLECTION:Once sampling plan has been determined.6 TOOLS OF DATA COLLECTION:- In this survey the main tool of collecting primary data from the consumers is QUESTIONNAIRE as this is the most common instrument used to collect data and the form of question can influence the response. It is the process of selection of a group of units in such a manner that every unit of population has an equal chance of being included in the sample. which rates the importance of the attributes that can create impact on many companies attention towards logistics companies. The questions were then prepared in order to fulfill the information requirements as identified earlier in the study objectives.i. All the questions in the questionnaire are close-ended. Sample size: It denotes the number of elements to be included in the study. ii. In the questionnaire there is only one part that is rating scale. The total no of sample is 50 (Fifty). 6. And through it more questions can be asked and records of additional observations become easier from the respondents.7 SCALE USED:- PAGE| 56 . 6. In this survey the PERSONAL INTERVIEW METHOD is adopted as a technique of data collection as it is a versatile method.

8 TYPES OF DATA SOURCES:- A researcher can gather primary data. For that here one type of scale is used in the questionnaire. And the scale used is the 5-point scale from very good to do not know. SECONDARY DATA are data that were collect for other purpose and already exist somewhere. The rating scale which rates some attributes from good to poor that helps me to make the comparative study among the brands. 6. i. secondary data or both. Primary data: In this research the primary data are collected from the respondents through the survey conducted. • Telephone • Invoice • Packing list ii. Secondary data: In this research the secondary data are those data which are collected from:• • • Letter of Credit copy (L/C copy) Air Way Bill Internet PAGE| 57 . These data are collected for analyses purpose and from the analysis of those data the inferences is drawn.In case of close-ended questions specify all the possible answers and provide answers that are easier to interpret and tabulate. PRIMARY DATA are data freshly gathered for a specific purpose.

In order to know the data analysis & result. Due to this some incomplete records existed.9 METHODS OF PROCESSING DATA AND TOOLS USED:After the data collection the very next step is the processing of data. For that the data are tabulated in the particular form of the questionnaire. a comprehensive research plan has been framed which is discussed in detail in the following chapter.10 PROBLEM FACED IN DATA COLLECTION:- Due to lack of consumer experience for interviews created problem in collecting the data from the respondents. Then by Hypotheses testing and with the help of different chart representation the inferences is drawn the inferences based on each question. In some cases poor quality of interviews created problem. But in time of final analysis the incomplete records are removed. 6.6. PAGE| 58 . Mainly the Statistical tool are used here for hypotheses testing are – 1) Analysis of variance (ANOVA): It is carried to study the variance of the brands with respect to each of the attributes that influence companies choosing the best logistics services among the logistics company.

CHAPTER-7 DATA ANAYSIS & RESULTS PAGE| 59 .

16 FOBSERVED > FCRITICAL (So. we rejected the null hypothesis).f (2.508 11. To test this hypothesis. the observed value of F (22. H1: The perception on price dimension varies across the brand. The variance of sum of square (SS) along with the Degree of Freedom (DF) are shown in the table below – Source variance of SS DF Mean square F value Observed Critical at 5% Between the column 22.1 was developed on a 5 point rating scale. question no. we rejected the null hypothesis and conclude that the Relationship exists between perception towards the price is varies at 5% level.H1: BRAND INFLUENCING THE PERFORMANCE OF THE PRICE/CHARGES FACTORS.9 36 2 22.57) is higher than the 5% tabulated value (3. The ‘Anova’ (one way) was performed at 5% level to test the relationship between perceptions towards the price.57 3. PAGE| 60 .468/0.936/ 2 = 11.16) corresponding to d. Inference: Since.5 08 = 22. HO: The perceptions on price dimension remain same across the brand.57).468 Within the column (Error) 29 57 29/57 = 0.

f (2. PAGE| 61 .16 Critical at 5% FOBSERVED < FCRITICAL (So.1/2 = 0.1 2 0.13 3. To test this hypothesis.38 0. HO: The perceptions on corporate image remain same across the brand.13) is lower than the 5% tabulated value (3.57).1 was developed on a 5 point rating scale.H1: BRAND INFLUENCING THE PERFORMANCE OF THE CORPORATE IMAGE FACTORS. The variance of sum of square (SS) along with the Degree of Freedom (DF) are shown in the table below – Source variance of SS DF Mean square F value Observe d Between the column Within the column (Error) 21. we accepted the null hypothesis) Inference: Since. the observed value of F (0.05 21.05/0. question no.8 6 57 0.86/5 7 = 0. H1: The perception on corporate image varies across the brand.16) corresponding to d. The ‘Anova’ (one way) was performed at 5% level to test the relationship between perceptions towards the corporate image. we accepted the null hypothesis and conclude that the Relationship exists between perception towards the corporate image is same at 5% level.38 = 0.

The variance of sum of square (SS) along with the Degree of Freedom (DF) are shown in the table below – Source variance of SS DF Mean square F value Observe d Between the column Within the column (Error) 34 57 1.16 Critical at 5% FOBSERVED < FCRITICAL (So. the observed value of F (1.6 34/57 = 0.2 2 1.f (2.16) corresponding to d. To test this hypothesis.59 0.57). HO: The perceptions on letter of credit remain same across the brand.01 3.6/0. we accepted the null hypothesis and conclude that the Relationship exists between perception towards the letter of credit is same at 5% level. PAGE| 62 .H1: BRAND INFLUENCING THE PERFORMANCE OF THE LETTER OF CREDIT FACTORS. we accepted the null hypothesis) Inference: Since.2/2 = 0.1 was developed on a 5 point rating scale. The ‘Anova’ (one way) was performed at 5% level to test the relationship between perceptions towards the letter of credit. question no. H1: The perception on letter of credit varies across the brand.01) is lower than the 5% tabulated value (3.59 = 1.

The ‘Anova’ (one way) was performed at 5% level to test the relationship between perceptions towards the supportive services of custom clearence.23 0.23 = 0.57).30 2 0. HO: The perceptions on supportive services remain same across the brand.65) is lower than the 5% tabulated value (3. the observed value of F (0.H1: BRAND INFLUENCING PERFORMANCE OF THE SUPPORTIVE SERVICES IN TERMS OF CUSTOM CLEARENCE FACTORS.f (2. H1: The perception on supportive services varies across the brand. The variance of sum of square (SS) along with the Degree of Freedom (DF) are shown in the table below – Source variance of SS DF Mean square F value Observe d Between the column Within the column (Error) 13.16 Critical at 5% FOBSERVED < FCRITICAL (So.15 13.16) corresponding to d.34/5 7 = 0.3 4 57 0.15/0.1 was developed on a 5 point rating scale. question no.30/2 = 0.65 3. we accepted the null hypothesis) Inference: Since. To test this hypothesis. we accepted the null hypothesis and conclude that the Relationship exists between PAGE| 63 .

16) corresponding to d. HO: The perceptions on quality of packaging remain same across the brand. H1: The perception on quality of packaging varies across the brand.16 Critical at 5% FOBSERVED < FCRITICAL (So. To test this hypothesis.perception towards the supportive services of custom clearence is same at 5% level. The variance of sum of square (SS) along with the Degree of Freedom (DF) are shown in the table below – Source variance of SS DF Mean square F value Observe d Between the column Within the column (Error) 13. the observed value of F (2. question no. we accepted the null hypothesis) Inference: Since.30 2 1.82) is lower than the 5% tabulated value (3.65 13. H1: BRAND INFLUENCING PERFORMANCE OF THE QUALITY OF PACKAGING FACTORS.54/5 7 = 0.23 = 2.30/2 = 0.1 was developed on a 5 point rating scale.f (2. we accepted the null PAGE| 64 .57).5 4 57 1.82 3. The ‘Anova’ (one way) was performed at 5% level to test the relationship between perceptions towards the quality of packaging.65/0.23 0.

1 was developed on a 5 point rating scale. To test this hypothesis.57 Within the column (Error) 18.33 3.51/0.f (2.33 = 4.88/5 7 = 0.034/2 = 1. The ‘Anova’ (one way) was performed at 5% level to test the relationship between perceptions towards the damage or loss in transit. HO: The perceptions on damage or loss in transit remain same across the brand. H1: BRAND INFLUENCING PERFORMANCE OF THE DAMAGE OR LOSS IN TRANSIT FACTORS.03 4 2 3. the observed value of F (4.57). we rejected the null hypothesis) Inference: Since.16 Critical at 5% FOBSERVED > FCRITICAL (So.51 1.8 8 57 18.hypothesis and conclude that the Relationship exists between perception towards the quality of packaging is same at 5% level. H1: The perception on damage or loss in transit varies across the brand. question no.57) is higher than the 5% tabulated value (3. The variance of sum of square (SS) along with the Degree of Freedom (DF) are shown in the table below – Source variance of SS DF Mean square F value Observe d Between the column 3. we rejected the null PAGE| 65 .16) corresponding to d.

The ‘Anova’ (one way) was performed at 5% level to test the relationship between perceptions towards the behavior of company persons.40/2 = 0. question no.1 was developed on a 5 point rating scale.6 57 0. HO: The perceptions on behavior of company persons remain same across the brand.20 20.16 Critical at 5% FOBSERVED < FCRITICAL (So.55 3.36 0.36 = 0.hypothesis and conclude that the Relationship exists between perception towards the damage or loss in transit is varies at 5% level H1: BRAND INFLUENCING PERFORMANCE OF THE BEHAVIOUR OF COMPANY PERSONS FACTORS. we accepted the null hypothesis) PAGE| 66 .40 2 0.6/57 = 0. The variance of sum of square (SS) along with the Degree of Freedom (DF) are shown in the table below – Source variance of SS DF Mean square F value Observe d Between the column Within the column (Error) 20. To test this hypothesis.20/0. H1: The perception on behavior of company persons varies across the brand.

8 0 57 6.1 was developed on a 5 point rating scale.Inference: Since. exists between perception towards the behavior of company persons is same at 5% H1: BRAND INFLUENCING PERFORMANCE OF THE PERSONAL ATTENTION BY THE COMPANY PERSONS FACTORS. To test this hypothesis.80/5 7 = 0.26/0. question no. The ‘Anova’ (one way) was performed at 5% level to test the relationship between perceptions towards the personal attention by the company persons.26 33.59 = 5.55) is lower than the 5% tabulated value (3.57). H1: The perception on personal attention by the company persons varies across the brand.52 3.53 2 6. The variance of sum of square (SS) along with the Degree of Freedom (DF) are shown in the table below – Source variance of SS DF Mean square F value Observe d Between the column Within the column (Error) 33.16 Critical at 5% PAGE| 67 .59 3. HO: The perceptions on personal attention by the company persons remain same across the brand.53/2 = 3.f (2.16) corresponding to d. the observed value of F (0. we accepted the null hypothesis and conclude that the Relationship level.

f (2.1 was developed on a 5 point rating scale. we rejected the null hypothesis and conclude that the Relationship exists between perception towards the personal attention by the company persons is varies at 5% level.52) is higher than the 5% tabulated value (3.726/2 = 0.863/0. we rejected the null hypothesis) Inference: Since.72 6 2 1.2 9 Within the column (Error) 17.97 3.16) corresponding to d. The variance of sum of square (SS) along with the Degree of Freedom (DF) are shown in the table below – Source variance of SS DF Mean square F value Observe d Between the column 1.0 0 57 17/57 = 0.16 Critical at 5% FOBSERVED < FCRITICAL (So.FOBSERVED > FCRITICAL (So. The ‘Anova’ (one way) was performed at 5% level to test the relationship between perceptions towards the international credibility. HO: The perceptions on international credibility remain same across the brand. To test this hypothesis. question no. H1: The perception on international credibility varies across the brand. we accepted the null hypothesis) PAGE| 68 .57).29 = 2. H1: BRAND INFLUENCING PERFORMANCE OF THE INTERNATIONAL CREDIBILITY FACTORS. the observed value of F (5.863 0.

f (2.16) corresponding to d.6 8 57 17. To test this hypothesis.97) is lower than the 5% tabulated value (3. the observed value of F (2.Inference: Since.57). HO: The perceptions on past experience remain same across the brand. The variance of sum of square (SS) along with the Degree of Freedom (DF) are shown in the table below – Source variance of SS DF Mean square F value Observe d Between the column 0.317/0. we accepted the null hypothesis and conclude that the Relationship exists between perception towards the international credibility is same at 5% level.634/2 = 0.1 was developed on a 5 point rating scale.310 = 1.68/5 7 = 0.317 0.3 10 Within the column (Error) 17. The ‘Anova’ (one way) was performed at 5% level to test the relationship between perceptions towards the past experience. H1: BRAND INFLUENCING PERFORMANCE OF THE PAST EXPERIENCE FACTORS. question no.02 3. H1: The perception on past experience varies across the brand.63 4 2 0.16 Critical at 5% PAGE| 69 .

57).16) corresponding to d. the observed value of F (1.f (2. we accepted the null hypothesis) Inference: Since. SUMMARY TABLE OF ANOVA PAGE| 70 . we accepted the null hypothesis and conclude that the Relationship does not exists between perception towards the past experience is same at 5% level.FOBSERVED < FCRITICAL (So.02) is lower than the 5% tabulated value (3.

16 Accepted not liked by ANOVA 1.57) F CACULATED VALUE F TABULE D VALUE HYPOTHE SIS STATUS Price is liked by companies Corporate image is liked by the companies “Letter of credit” terms is liked by the companies Supportive services companies Quality of is liked by the the Price is not liked by the companies Corporate image is not liked by the companies “Letter of credit” terms is not liked by the companies Supportive services the companies Quality of packaging is not liked by the ANOVA 2.57 3.HO (NULL HYPOTHESIS) H1 (ALTERNATIV E HYPOTHESIS ) TEST STASTISTI CS APPLIED (5%) With DEGREE OF FREEDOM (2.82 3.13 3.65 3.16 Accepted ANOVA O.01 3.16 Rejected packaging is liked by the companies PAGE| 71 .16 Accepted companies is ANOVA 0.16 Accepted ANOVA 22.

PAGE| 72 .

57) F CACULATE D VALUE F TABULE D VALUE HYPOTHES IS STATUS Terms terms damage loss transit & of or in is Terms terms damage loss transit the & of or in is ANOVA 3.16 condition in condition in 4.16 Rejected not liked by 2.55 3.16 Accepted the is ANOVA company 5.97 3.HO (NULL HYPOTHESIS) H1 (ALTERNATIVE HYPOTHESIS) TEST STASTISTI CS APPLIED (5%) With DEGREE OF FREEDOM (2.16 Accepted PAGE| 73 .02 3.52 3.57 Rejected liked by the companies Behavior of company persons is liked by the companies Personal attention by persons the is company liked by the companies Internation al credibility is liked by the companies Past experience is liked by the companies not liked by companies Behavior of company persons the companies Personal attention by persons the companies Internation al credibility is not liked by the companies Past experience is not liked by the ANOVA ANOVA is ANOVA not liked by 0.16 Accepted companies 1.

PAGE| 74 .

no matter what industry they work in.CHAPTER-8 FINDINGS & RECOMMENDATIONS FINDINGS:Nobody likes to be accused or suspected of poor management. it is a fact that poor management within a cargo-marketing department is often a significant PAGE| 75 . Unfortunately.

a number of factors. In fact. overestimation or underestimation of the level of demand for the cargo product. Collectively. evaluation. alone or combined are often to blame. the benefits / losses which they bring must be evaluated PAGE| 76 . for instance.  Lack of staff training. they are referred to as poor management. They include. technology. of course. which can result in high financial investment for low return. If they occurred simultaneously.  Lack of the right attitude towards the customer (service)-not paying enough attention to what the customer wants from the cargo product  Lack of sufficient planning and goals. RECOMMENDATIONS:No matter how successful / unsuccessful plans may be when they are put into action.  Lack of information and communication between members of staff in the cargo-marketing department.  Lack of sufficient knowledge of the market place of what competitors are offering.  Overestimation of the power of advertising and direct mail within the air cargo industry.leading to a general lack of direction within the cargo-marketing department. motivation. and so on. the effects of the above problems within a cargo marketing department would be catastrophic.cause of ineffective cargo marketing.

but also from their mistakes. • • The marketing plan should constantly be updated and reviewed. The contents of the plan should be communicated to every staff members who needs the information in order to carry out their job successfully. not only from their triumphs. to keep in step with the changing marketing environment. PAGE| 77 .so that planners can. Such evaluation is essential in order to improve upon past plans and produce better ones in future. The contents of the plans should be communicated to every staff member who needs the information in order to carry out their job successfully. Marketing plans are not “static’ documents – they must be updated and changed on a continual basis. • Company should give more attractive and creative advertisement through different media. learn.

CHAPTER-9 CONCLUSIONS Conclusion Changing business environment has pushed organizations in India to concentrate on their core activities and offload a host of logistics PAGE| 78 .

It is evident that usage of 3PL services can help organization’s achieve substantial results. packaging and labeling. and improving supply chain efficiency. contract manufacturing and assembly operations.functions to experts in the field. freight consolidation to name a few. 55% of companies subscribe to 3PL services as compared to 75% globally and these seem to be more of transportation and warehousing related activities. Though the usage of 3PL services reveals positive and significant impact on business performance. These indicators should help the 3PL service providers plan the depth and scope of their service offerings in India. • The motivation for doing so comes due to the benefits of logistics cost reduction. inbound and outbound transportation. The practices in Indian industry reveal that: • Warehousing. third party logistics practices are still at a nascent stage in India. • More and more companies are planning to use 3PL services in the future as an integrated set of services rather than for just movement of material. ability to focus on the core business. the range of effective logistics outsourcing includes. Globally. They clearly highlight the importance of delivering results that impact the business objectives in order to increase outsourcing opportunities for Indian organizations. custom clearing and forwarding are the most frequently outsourced activities. both in terms of customer satisfaction and logistics cost reduction. Organizations will increase the usage of 3PL services in traditional logistics activities and increase the scope of outsourcing based on the overall satisfaction and the impact on business objectives – logistics system performance. This will form the cornerstone for increase PAGE| 79 . apart from transportation. customer satisfaction and employee morale. auditing. warehousing and custom clearance a whole range of other activities such as freight bill payments.

K.indiatrade. WEBSITES:      www.BIBILOGRAPHY:- BOOKS:  EXIM INDIA YEAR BOOK  KOTLER PHILIP AND KELLER KELVIN “MARKETING MANAGEMENT”  MALHOTRA .com www.scribd.com PAGE| 80 .com www. NARESH (2005) MARKETING RESEARCH (FOURTH EDITION).Google.wikipedia.com www.com www.ask.

APPENDICES PAGE| 81 .

Ltd.APPENDIX – I QUESTIONNAIRE NAME: ORGANISATION’s NAME: AVERAGE EXPORT/IMPORT: COMPANY SINDHU LOGISTICS PVT LTD. UNION TRANSPORT (INDIA)Pvt. ATTRIBUTES Price/ charges Corporate image “Letter of Credit” terms & condition Supportive services in terms of Custom clearance Quality of packaging Terms & conditions related to damage or loss in transit Behavior of company persons Personal attention by the company persons International credibility Past experience RATINGS: 5. PANALPINA WORLD TRANSPORT (INDIA) Pvt. Ltd.VERY GOOD 1 – VERY BAD 4 – GOOD 3 – NO OPINION 2 – BAD PAGE| 82 .

MEAN PRICE CORPORATE IMAGE “ LETTER OF CREDIT” TERMS & CONDITIONS SUPPORTIVE SERVICES IN TERMS OF CUSTOM CLEARENCE QUALITY OF PACKAGING TERMS & CONDITIONS RELATED TO DAMAGE OR LOSS IN TRANSIT BEHAVIOUR OF COMPANY PERSONS PERSONAL ATTENTION BY THE COMPANY PERSONS INTERNATIONA L CREDIBILITY 0 0 0 0 0 0 0 0 0 0 0 1 5 0 0 8 6 9 8 8 12 13 6 12 12 20 20 20 20 20 4.1 THE FACTORS THAT INFLUENCE THE PERFORMANCE OF SINDHU LOGISTICS PVT LTD: RATING VERY BAD ATTRIBUTES BAD NO OPINION GOOD VERY GOOD TOTAL WT.60 4.40 4.05 0 0 0 0 0 0 2 6 2 8 8 12 10 6 6 20 20 20 4.ANY SUGGESTION APART FROM THE THINGS CARRIED ABOVE APPENDIX -2 TABLE NO.60 4.00 4.05 4.2O PAGE| 83 .60 0 0 4 11 5 20 4.60 4.

50 4. MEAN PRICE 0 0 0 0 0 1 0 1 2 12 8 6 8 11 11 20 20 20 4.2 THE FACTORS THAT INFLUENCE THE PERFORMANCE OF UNION TRANSPORT (INDIA) PVT.50 4. : RATING VERY BAD ATTRIBUTES BAD NO OPINION GOOD VERY GOOD TOTAL WT.60 PAGE| 84 .PAST EXPERIENCE 0 0 3 13 4 20 4.55 0 0 0 0 0 0 1 7 0 8 6 8 11 7 12 20 20 20 4.40 4.60 4.35 0 0 0 9 11 20 4.05 TABLE NO.35 CORPORATE IMAGE “ LETTER OF CREDIT” TERMS & CONDITIONS SUPPORTIVE SERVICES IN TERMS OF CUSTOM CLEARENCE QUALITY OF PACKAGING TERMS & CONDITIONS RELATED TO DAMAGE OR LOSS IN TRANSIT BEHAVIOUR OF COMPANY PERSONS PERSONAL ATTENTION BY THE COMPANY PERSONS INTERNATIONA L CREDIBILITY 0 0 0 0 0 0 8 13 12 7 20 20 4.LTD.00 4.

70 0 0 0 10 10 20 4. : RATING VERY BAD ATTRIBUTES BAD NO OPINION GOOD VERY GOOD TOTAL WT.3 THE FACTORS THAT INFLUENCE THE PERFORMANCE OF PANALPINA WORLD TRANSPORT (INDIA) PVT.75 4.30 TABLE NO.50 0 0 0 0 0 0 0 3 0 8 12 10 12 5 10 20 20 20 4.LTD.50 PAGE| 85 .20 4.10 4.60 4.PAST EXPERIENCE 0 0 0 14 6 20 4. MEAN PRICE 0 0 0 6 0 0 4 0 2 10 9 9 0 11 9 20 20 20 3.55 4.35 CORPORATE IMAGE “ LETTER OF CREDIT” TERMS & CONDITIONS SUPPORTIVE SERVICES IN TERMS OF CUSTOM CLEARENCE QUALITY OF PACKAGING TERMS & CONDITIONS RELATED TO DAMAGE OR LOSS IN TRANSIT BEHAVIOUR OF COMPANY PERSONS PERSONAL ATTENTION BY THE COMPANY PERSONS INTERNATIONA L CREDIBILITY 0 0 0 0 0 0 5 6 15 14 20 20 4.

15 PAGE| 86 .PAST EXPERIENCE 0 0 2 13 5 20 4.