1

PROJECT REPORT

A COMPARATIVE STUDY ON COURIER SERVICES
WITH SPECIAL ALLUSION TO
DESK TO DESK COURIER & FIRST FLIGHT LTD.


A project submitted for the partial fulfillment of the requirement for
the award of degree of
BACHELOR OF BUSINESS ADMINISTRATION

DEPARTMENT OF MANAGEMENT
BIRLA INSTITUTE OF TECHNOLOGY, RANCHI
ALLAHABAD CAMPUS
Under the guidance of: Submitted by:
Dr. Adhip Kr. Mahanty Kishaly Kumar (BBA/3030/10)
Ansul Kr. Pandey (BBA/3011/10)


2

ACKNOWLEDGEMENT

We take this opportunity to express our profound gratitude and deep regards to our
guide Dr. A.K. Mahanty & all other faculty members for their exemplary guidance,
monitoring and constant encouragement throughout the course of this thesis. The
blessing, help and guidance given by them time to time shall carry us a long way in
the journey of life on which we are about to embark.

We also take this opportunity to express a deep sense of gratitude to all the
respondents for their cordial support, valuable information and response, which
helped us in completing this task through various stages.

Lastly, we thank almighty, our parents, brother, sisters and friends for their
constant encouragement without which this assignment would not be possible.


Kishlay Kumar Ansul Kumar Pandey
(BBA/3030/10) (BBA/3011/10)


3

INDEX
Serial No. Content
1. Introduction to both companies.
2. Objective of study
3. Research Methodology
4. Scope of study
5. Analysis & data interpretation
6. Findings & conclusions
7. Bibliography
8. Annexure










4

INTRODUCTION TO THE COMPANIES

Desk to Desk Courier:
DTDC Courier & Cargo Ltd. (DTDC) is an Indian delivery company offering
domestic and international services. DTDC Courier & Cargo Ltd. (DTDC) was
founded by Mr. Subhasish Chakraborty in 1990. Today DTDC is one of the largest
Indian companies in the Express industry.
FACTS ABOUT DTDC:
DTDC is credited with pioneering the franchisee concept for courier
industry.
DTDC serves 10000 pin codes across India.
Delivers 11 Million consignments per Month.
First ever Indian express company to establish a joint venture in China.
(Source: official website- www.dtdc.in )










5

First Flight:
First flight couriers came into being on Monday, 17
th
November 1986. It all
began with setting up of three offices at Delhi, Kolkata & Mumbai.
It was the foresight & dynamism of the Founder Chairman & Managing Director,
O.P. Saboo
Its Indias largest domestic courier company.
FACTS ABOUT FIRST FLIGHT:
1200 First flight offices across India.
2300 authorized collection centers.
452 franchised locations.
Serving over 6700 pin code destinations across India.
Dedicated work force of over 17000 plus employees.
Serving over 220 countries globally.
(Source: official website- www.firstflight.net)







6

OBJECTIVES OF STUDY

1. To study the customer satisfaction level towards the services provided on the
basis of various parameters.

2. To study the difference between market performance of FIRST FLIGHT &
DTDC couriers Ltd.

3. To ascertain the features that customer prefer in selecting a particular courier
service.





7

RESEARCH METHODOLOGY
Research Design:
In case of our research study Comparative analysis of the couriers companies with
special reference to First flight & DTDC the descriptive research is found to be
more appropriate.
Sampling Size:
The total sample size is 60
Sources of Data Collection:
PRIMARY DATA-
Questionnaire Method
SECONDARY DATA-
The secondary data which has been used to carry out this study are as follow-
Books, Journals, Magazines & Newspaper.
Companys official website
Some other relevant study material & websites.


SCOPE OF STUDY
To conduct this research the target population was the courier users. Who
have used both DTDC & First flight
Targeted geographic area was Allahabad, Sample size was 60

8

DATA ANALYSIS & INTERPRETATION
(This calculation has been made by considering 60 people only who
were the respondents of questionnaire)
1 Which brand you prefer most for courier service?



Market share of two companies on the basis of preference of the
customers.






Which brand you
prefer most for
courier service
DTDC FF
Series1 19 41
0
5
10
15
20
25
30
35
40
45
N
o

o
f

r
e
s
p
o
n
d
e
n
t
s

DTDC 31.66%
FF 68.33%
9

Satisfaction level towards the services provided on the basis of
various parameters. (Both DTDC & FIRST FLIGHT)
1 Speed in delivering consignments:-



HS- Highly satisfied, S- Satisfied, N- Neutral, D- Dissatisfied, HD-
Highly dissatisfied
HS S N D HD
DTDC 45% 30% 8.33% 11.66% 5%
FF 55% 35% 3.33% 6.66% Nil



0
5
10
15
20
25
30
35
HS S N D HD
DTDC 27 18 5 7 3
FF 33 21 2 4 0
N
o
.

o
f

r
e
s
p
o
n
d
e
n
t
s

Speed in delivery
10

2 Safety in delivering consignments:-



HS- Highly satisfied, S- Satisfied, N- Neutral, D- Dissatisfied, HD-
Highly dissatisfied.
HS S N D HD
DTDC 30% 40% 1.66% 8.33% 20%
FF 35% 51.66% 5% 5% 3.33%


0
5
10
15
20
25
30
35
HS S N D HD
DTDC 18 24 1 5 12
FF 21 31 3 3 2
N
o
.

o
f

r
e
s
p
o
n
d
e
n
t
s

Safety in delivery
11

3 Economic



HS- Highly satisfied, S- Satisfied, N- Neutral, D- Dissatisfied, HD- Highly
dissatisfied

HS S N D HD
DTDC 23.33% 61.66% 10% 5% Nil
FF 10% 46.66% 5% 31.66% 6.66%



0
5
10
15
20
25
30
35
40
HS S N D HD
DTDC 14 37 6 3 0
FF 6 28 3 19 4
N
o
.

o
f

r
e
s
p
o
n
d
e
n
t
s

Economic
12

4 Customer Care:-



HS- Highly satisfied, S- Satisfied, N- Neutral, DS- Dissatisfied, HD- Highly
dissatisfied
HS S N D HD
DTDC 18.33% 71.66% Nil 6.66% 3.33%
FF 21.66% 68.33% 5% 3.33% 1.66%





0
5
10
15
20
25
30
35
40
45
HS S N D HD
DTDC 11 43 0 4 2
FF 13 41 3 2 1
N
o
.

o
f

r
e
s
p
o
n
d
e
n
t
s

Customer Care
13

5 Risk Coverage:-




HS- Highly satisfied, S-Satisfied, N- Neutral, D- Dissatisfied, HD- Highly
dissatisfied

HS S N D HD
DTDC 20% 48.33% 3.33% 20% 8.33%
FF 33.33% 61.66% 1.66% 2.33% Nil



0
5
10
15
20
25
30
35
40
HS S N D HD
DTDC 12 29 2 12 5
FF 20 37 1 2 0
N
o
.

o
f

r
e
s
p
o
n
d
e
n
t
s

Risk Coverage
14

6 Availability & Proximity:-



HS- Highly satisfied, S- satisfied, N- Neutral, D- Dissatisfied, HD- Highly
dissatisfied

HS S N D HD
DTDC 13.33% 66.66% 6.66% 8.33% 5%
FF 26.66% 71.66% Nil Nil 1.66%

0
5
10
15
20
25
30
35
40
45
HS S N D HD
DTDC 8 40 4 5 3
FF 16 43 0 0 1
N
o
.

o
f

r
e
s
p
o
n
d
e
n
t
s

Availability & Proximity
15

To ascertain the features that customers prefer in selecting a
particular courier:-

Speed & Safety


Risk Coverage

0
5
10
15
20
25
30
35
40
45
50
Speed &
Safety
MP MOD.P LP
Series1 49 11 0
N
o

o
f

r
e
s
p
o
n
d
e
n
t
s

0
5
10
15
20
25
30
35
40
Risk
Coverage
MP MOD.P LP
Series1 39 18 3

N
o

o
f

r
e
s
p
o
n
d
e
n
t
s

16

Customized Services


Customer Care




0
5
10
15
20
25
30
35
Customized
Services
MP MOD.P LP
Series1 31 22 7
N
o

o
f

r
e
s
p
o
n
d
e
n
t
s

0
5
10
15
20
25
30
Customer
Care
MP MOD.P LP
Series1 24 28 8
N
o

o
f

r
e
s
p
o
n
d
e
n
t
s

17

Value added services


Availability & Proximity




0
5
10
15
20
25
30
35
40
45
50
Value
Added
Services
MP MOD.P LP
Series1 3 11 46
N
o

o
f

r
e
s
p
o
n
d
e
n
t
s

0
5
10
15
20
25
30
35
40
45
50
Availiability
& Proximity
MP MOD.P LP
Series1 5 47 8
N
o

o
f

r
e
s
p
o
n
d
e
n
t
s

18

Findings & conclusions

1. As per this survey, the market share of First flight in Allahabad is
more than Desk to desk courier i.e.
DTDC- 31.66% First flight- 68.33%
2. Majority of customers were satisfied with the service of First flight
in context of speed in delivering consignments.
3. Majority of customer were satisfied with the service of First flight
in context of safety in delivering consignments.
4. The services of DTDC were found to be more economic.
5. Majority of customers were satisfied with First flight in context of
risk coverage policies.
6. Speed & safety in delivering consignments was the most preferred
feature for selecting a courier service.
7. Risk coverage & customized service were one of the preferred
features for selecting a courier service.
8. Customer care & proximity of centers were moderately preferred
by customers.









19


LIMITATIONS
1) Due to time constraint only a part of universe has been
studied.
2) Some respondents were reluctant to fill the questionnaire.














20


BIBLIOGRAGHY

Websites
www.google.com
www.dtdc.in
www.firstfligh.net
www.wekipedia.com

Books
Research Methodology by R. Panneerselvam
Research Methodology by C.R. Kothari






21