International Journal of Pure and Applied Mathematics

Volume 116 No. 14 2017, 533-539

ISSN: 1311-8080 (printed version); ISSN: 1314-3395 (on-line version)
url: http://www.ijpam.eu
Special Issue
ijpam.eu

A STUDY ON CUSTOMER PERCEPTION ON SERVICES PROVIDED BY YASHIMARINE LOGISTICS,

CHENNAI

R.BharathVajan1, Suraj Kumar2, Dr.V.Srinivasan3

Assistant Professor 1 Student2 Professor 3
Department of Management Studies, BIST, BIHER, Bharath University, Chennai
1
bharathvajan.mba@bharathuniv.ac.in

Abstract: Perception is “is the act of discerning realizing
and becoming aware of through the senses”. The
customer perception is what counts and not what we
think it is. The study has been under taken to identify the
customer perception towards service rendered by
Yashimarine Logistics .The main aim of the research of
to identify the competitive area of Yashimarine Logistics
services to different customer and area of Chennai.
The secondary objectives of this study are to
know the function and responsibility of various
deportment in Yashimarine Logistics, to know export
market, transportation, customer freight station and to
know the service provided by value added services
Logistics is nowadays widely used in virtually
every area. The success of a logistics service providing
company depends on how they conceptualize and
implement the logistics solution, and also tune to the
requirements of the customer. This project is done with
only Yashimarine Logistics . This project survey has
taken for only customer of Yashimarine Logistics . This
project is does not applicable for any other Logistics
services.
Multiple choice questions have been chosen to
collect the responses from 100 customers. Convenience
sampling method has used in the research work.
Percentage analysis has been to interpret the collected
data. Numerous new findings has been derived from this
research has helped to provide few suggestions to the
company to improve its customer satisfaction
1. Introduction
The products and services that an industrial company has
to offer are generally organized around its customers’
needs in addition to the level of expertise and production
capabilities of the firm. Creating a strategy for product
development is an important and often multifaceted
segment of running a successful enterprise, and it brings
together a range of different principles[1-3], such as
research and development, marketing, engineering,
design, materials, and manufacturing. In most cases, an
industrial product development strategy will depend on
two main goals: keeping the new product or product line
within the company’s overall objectives and marketing
philosophy, and developing a system for assessing the
performance of an existing product. For evaluating the
success of an existing product, factors such as sales[4-7],
customer response, profits, competition, and market
acceptance are usually involved.
Objectives of the study:
❖
The main objectives of the study are as follows :
To know the function and responsibility of
❖
various deportment in YashiMarine Logistics
To know procedures of documents him in export
❖
and import
❖
To know customer relationship management.
To know export market, transportation, customer
❖
freight station,
To know customer house agent operation, liner
❖
services.
To know the service provided by value added
❖
services.
❖
To know the professionalism and response level.
To study the customer perception of service
provided by YashiMarine Logistics
Scope of the study:
The study has been under taken to identify the customer
perception towards service rendered by YashiMarine
Logistics .The main aim of the research of to identify the
competitive area of YashiMarine Logistics services to
different customer and area of Chennai[8-10]. It is
important to underscore the word perception. Perception
is “is the act of discerning realizing and becoming aware
of through the senses”. The customer perception is what
counts and not what we think it is.
Research design
The study used in descriptive research the purpose of the
study is to organization various department its process.
An attempt to establish what level of understanding has
of the customer requirements.
Sources of data

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(a) Primary data The researcher has been adopted to select simple random
Primary data were collected by havity[20]. sampling method
Interviews and interction with the customer of
YashiMarine Logistics Chennai secondary data. Sample size
(b)Secondary data The researcher has selected 40 clients of YashiMarine
Secondary data were collected from books, Logistics in Chennai.
Newspaper[11-16], websites and company documents
etc. Tools used for analysis
Sampling Method Simple percentage analysis:

Simple percentage analysis refers to a ratio. With the help YashiMarine Logistics . This project is does not
of absolute figures it will be difficult to interpretive any applicable for any other Logistics services[20-23].
meaning from the collected data, but when percentages ❑ Feedback is just the representative of the entire
are found out then it becomes easy to find the relative population; it only states the opinion of a few
difference between two are more attributes[17-19]. respondents.
no.of respondents x100 ❑ Time constraint was a major limitation.
percentage = --------------------------------- ❑ Being student of MBA I could not spare much
Total number of respondents time for it and hence I could not go for very big
sample size.
Weighted average : ❑ People were not very responsive.
The from weighted average usually report to a ❑ Unavailability of secondary data.
weighted arithmetic mean but weighted verses of other ❑ The Sample size used for the research is less.
means can also be calculated such as the weighted ❑ The Target Area was limited to one particular
Geometric mean weighted harmonic mean. company.
❑ Consultation with Experts would have largely
Weighted Average = ∑Wx improved quality of the Research.
∑x ❑ The sample of the respondents chosen for the
(W) Weight study might not be representative.
(X) No. of respondents
Period of study : Data Analysis
The study period from
Limitation of the study:
This project is done with only YashiMarine Logistics .
This project survey has taken for only customer of
Table 1. Volume of Goods The following table 3.1 reveals the respondents on the volume of goods handled through
YashiMarine Logistics
`Region No.of.respondents Percentage
Volume of goods No.of.respondents Percentage %
%
UK 18 45
50-100 20 50
USA 12 30
100-250 12 30 SOUTH EAST 8 20
250-500 4 10
OTHERS 2 5
500 above 4 10
TOTAL 40 100 TOTAL 40 100

CHART 2
Inference: Most 50% of the respondents have been 50-
100 volume of goods handled through YashiMarine
Logistics services.

Table 2. Export market The following table 5.2

explains the details of the respondents on export
market.

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Inference:
Inference: Most 45% of the respondents has been
Most 60% of the respondents opinion on pricing is
export market of UK through YashiMarine Logistics
reasonable.
services.
Table 5. Factors influences for Yashimarine logistics.
logistics
Table 3. Exportation of goods. The following table 5.3
The following table3.4 explains the details of the
explain the details of the respondents on exportation of
respondents for selection of YashiMarine Logistics
good services of YashiMarine Logistics
services.
Exportation of Percentage
Factors No.of.respondents Percentage
goods No.of.respondent %
%
s
Low price in service 14 35
Daily 18 45
Locality 12 30
Monthly 17 43 Good customer 4 10
relationship
Weekly 5 12 Skilled workmanship 10 25
6 months once - - TOTAL 40 100
TOTAL 40 100
CHART 5
CHART 3

Inference: Inference: Majority 35% of the respondents are

Most 45% of the respondents have been exportation selection for low price in service.
goods as daily.
TABLE 6 Experiences with Yashimarine logistics
Table 4. Customer opinion on pricing. The following services The following table 3.5 reveals the explain
table 5.4 explain details of the respondents on opinion the period of dealing with YashiMarine Logistics
on pricing services.
Service pricing No.of.respondents Percentage Particular No.of.respondents Percentage
% %
Reasonable 24 60
Higher 12 30
Lower 4 10 Less than 1 year 16 40
TOTAL 40 100
2 year 14 35
CHART 4
3 year 10 25

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Above - - Customer freight No.of.responden Weigh W

station ts t x
TOTAL 40 100
(x) (W)
Highly satisfied 18 3 54
CHART 6
Satisfied 13 4 52
Moderate 7 2 14
Dissatisfied 2 1 2
∑x=40 ∑Wx=122

Source : Primary data

Weighted average method = ∑Wx
∑x
= 122
40
= 3.05
Inference
Inference: The less than 1 year 40% of the respondents The average value of 3.05% shows that most
are experience with YashiMarine Logistics service. of the respondents are highly satisfied with customer
freight station services provided by YashiMarine
Table 7. Satisfaction on transportation service
service. The Logistics.
following table 5.7 explains the detail of the
respondents on transportation services. Table 9. Satisfaction on customs house agent operation:
Transportation No.of.responden Weigh W The following g table 5.9 Shows the respondents on
services ts t x satisfaction on customs house agent operation.
(x) (W) Customs house No.of.responden Weigh W
Highly satisfied 20 4 80 agent ts t x
Satisfied 17 3 51 (x) (W)
Moderate 2 2 4 High satisfied 25 3 75
Dissatisfied 1 1 1 Satisfied 8 2 16
∑x=40 ∑Wx=136 Dissatisfied 7 1 7
∑x=40
Source : Primary data ∑Wx=98
Weighted average method = Source: Primary data
∑Wx Weighted average method = ∑Wx
∑x
∑x = 98
= 40
136 = 2.45
40 Inference
Inference = The average value of 2.45% shows that most of the
3.4 respondents are satisfied with customs house agent
The average value of 3.4% show that operation.
majority of the respondents are satisfied with
transportation service. Inference: From the above rank correlation it is
inferred that r = 0.5 (Positive Correlation), there is a
Table 8. Satisfaction on customer freight station positive correlation between the transportation services
serv
operation: The following table 5.8 Satisfaction of the in moving cargo one place to another place and factors
respondents on customer freight station of YashiMarine influences for yashimarine logistics.
Logistics .

Weighted Average Perception on professionalism and response level:

Objective:

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 International Journal of Pure and Applied Mathematics Special Issue

The following table 3.16 reveals the professionalism and response level
explain the details of perception on respondents of

Particular No.of.respondents Weight Wx

(x) (W)

Excellent 12 3 36
Good 13 1 13
Satisfied 15 2 30
Poor - - -
∑x=40 ∑Wx=79

Weighted average method = ∑Wx

∑x
= 79/40 = 1.97
study. It will helpful for the company in understanding the
3. Suggestion awareness and Satisfaction among customer needs.
● The Logistics company should ask the
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