Cold Chain

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COLD CHAIN LOGISTICS

CONDITTIONS OF CUSTOMER SATISFACTION
OF THE REFRIGERATION WAREHOUSE
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DISSERTATION
ON
COLD CHAIN LOGISTICS
{CONDITTIONS OF CUSTOMER SATISFACTION

OF THE REFRIGERATION WAREHOUSE }
Submitted to:
(...................................)
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Submitted By
(........................................)
ABSTRACT..................................................................................................................................................... 5
ACKNOWLEDGEMENTS................................................................................................................................. 5
INTRODUCTION............................................................................................................................................ 6
CHAPTER 1.................................................................................................................................................... 9
RESEARCH OBJECTIVES AND SCOPE............................................................................................................... 9
1.1PROBLEM SITUATION............................................................................................................................................9
1.2 AIM OF THE RESEARCH........................................................................................................................................9
1.3 RESEARCH OBJECTIVES.......................................................................................................................................10
1.4 METHODOLOGY...............................................................................................................................................10
CHAPTER 2.................................................................................................................................................. 11
SERVICE QUALITY IN COLD CHAIN LOGISTICS............................................................................................... 11
2.1. SERVICE QUALITY.............................................................................................................................................11
2.1.1 Service.................................................................................................................................................11
2.1.2 Service quality concept........................................................................................................................14
2.2 SERVICE QUALITY ASSESSMENT............................................................................................................................15
2.2.1 The five-gap model..............................................................................................................................15
2.2.3 SERVQUAL model.................................................................................................................................17
CHAPTER 3.................................................................................................................................................. 18
LOGISTICS AND WAREHOUSING.................................................................................................................. 18
3.1 LOGISTICS CONCEPT AND SERVICES......................................................................................................................18
3.2. THIRD PARTY LOGISTICS...................................................................................................................................19
3.3. CUSTOMER SERVICE IN LOGISTICS.......................................................................................................................20
3.4. OVER VIEW OF WAREHOUSING INDUSTRY IN INDIA................................................................................................21
3.4.1 over view of Cold chains logistics........................................................................................................22
3.4.2 over view of cold chain industry in India.............................................................................................24
5.1.1. Qualitative Data Analysis...................................................................................................................27
5.1.2 Quantitative data analysis..................................................................................................................29
5.2. FINDINGS FROM INTERVIEWS.............................................................................................................................29
5.3. DISCUSSION....................................................................................................................................................30
5.3.1. Service quality analysis based on SERVQUAL model 20.....................................................................30
5.4. RECOMMENDATIONS........................................................................................................................................34
5.5. LIMITATIONS OF THE RESEARCH..........................................................................................................................34
5.6. FUTURE RESEARCH..........................................................................................................................................35
5.7. PERSONAL DEVELOPMENT.................................................................................................................................35
REFERENCES:.............................................................................................................................................. 35
APPENDIX................................................................................................................................................... 38
1. DIMENSIONS OF SERVICE QUALITY......................................................................................................................38
2. GAPS MODEL OF SERVICE QUALITY......................................................................................................................38
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3. SERVQUAL DIMENSIONS...................................................................................................................................38
4. COLD CHAIN SUPPLY INFRASTRUCTURE................................................................................................................38
5. INDIAN COLD CHAIN INDUSTRY-COMMODITY WISE CAPACITY UTILIZATION.....................................................................38
6. INDUSTRIES USING COLD CHAINS.......................................................................................................................38
8. INTERVIEW PROCEDURE.......................................................................................................................................38
LIST OF TABLES............................................................................................................................................ 39
1. Trends in food consumption patterns and growing scope of cold chains.....................................................39
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Abstract
The use of temperature controlled vehicles and warehouses for transportation of perishable
items and pharmaceuticals are on the increase. This stated as cold chain logistics. The
research studied scope of this industry in India. Also service quality as well as customer
satisfaction was analyzed in relation to the cold chain logistics. Kelvin cold chain logistics
was chosen as organization for the study. Study indicated that cold chain industry is expected
to grow substantially in next few years in India. Experts were identified through Linked-In
and then at were collected through interactions with them. The key factors which impacted
the service quality as well as customer satisfaction is the usage of new technologies, attitude
of staff, and recognition of the needs of the customers. Research enabled to gain a better
understanding of the cold chain industry in India. Due to time and resource constraints a
detailed research was not possible which a clear limitation.
Acknowledgements
I want to take this chance to thank God, further my parents who provided me chance to seek
higher learning at this esteemed organization. Besides I express my appreciation towards my
research guide who was instrumental in guiding me through this research process and whose
steady support gave me needed inspiration to proceed with and complete the research. Next
would like to thank all customers and other stakeholders of the company for their co-
operation and time investment which is indicated in the momentum research. I am profoundly
in gratitude to the university for permitting me to pursue this course and for chance to do this
research and completion my course.
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Introduction
Cold chain logistics has a key role overall logistics chain of a country, whose quality
performance is essential to financial progress of the country. This industry has made
progresses from traditional warehouses to more sophisticated climate controlled cold stores
with many facilities for collection, segregation, sorting as well as storing degradable as well
as non-degradable goods. Industry is emerging as a strong player in integrated logistics
chain. This has been driven by multiple factors like increase in the production activity,
changes in domestic consumption, growth of international trade and enhancement of retail
sector and also because of reduction in government regulations. As the customer demand has
much enhanced in relation to high value goods the need for cold warehouses has much
increased. In last decade cold storage facilities in India has enhanced by fifty percent. The
cold chain logistics industry contributes to almost twenty percent of Indian GDP. Every
indication is that high growth will happen in Cold chain logistics in India. In warehouse
capacity India is expected to surpass United States soon Singhal, R. and Saksena, S., (2017).
Experts indicated that customer service efficiency is essential for growth of the logistic
industry. Binaifer Jehani, director, Crisil Research, states, “Investment in cold chains and
reefers suffers due to the lack of first- and last-mile connectivity. Besides, stiff competition
and low preference of end-user industries to transport via reefers (as it increases costs) restrict
private players from investing in the segment. We, therefore, believe greater adoption of the
integrated cold chain model will help improve utilization, and thereby draw investments Fiat,
Fnbnews (2018).” Cold chain benefits that help transitory sustenance appropriation all
inclusive are assessed to be esteemed at about $250 billion.7 Experts additionally gauge that
cold chain logistics spending in biopharma industry is more than $10 billion and is relied
upon to develop to $13 billion by 2019. Asia alone adds to $1.2 billion in development
International trade administrations (2016).
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1. Singhal, R. and Saksena, S.,, 2017.. Performance Assessment of the Storage and
Warehousing Industry in India. . Journal of Industrial Statistics,, 6(1), pp. 15-40..
2. Fiat, 2015. www.fnbnews.com. [Online]
Available at: http://www.fnbnews.com/Top-News/cold-chain-sector-to-nearly-double-
in-five-years-meat-to-drive-growth-41771
3. International trade administrations, 2016. trade.gov/topmarkets. [Online]
Available at:
https://www.trade.gov/topmarkets/pdf/Cold_Chain_Executive_Summary.pdf
[Accessed 2 10 2018].
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Government of India had started National Centre for Cold Chain Development and Centre
has done much analysis of cold chain capacity requirements of the country. This study
helped to understand the mismatch between supply as well as demand. The India is also one
among the largest producers of milk, vegetables as well as meat.
The varied climate in different areas of the country enables the nation to have variety in
products. But due to lack of storage facility the wastage of food items is more and this
becomes more painful in light of the fact that many in India still suffer from malnutrition
[Arora, M. and Panda, B.P., 2018]. Even though the production of food items has enhanced
domestic complexities especially in supply chain means high quantities of food. Cold chain
is essential to address these issues Ballou, R. H. (2007). This enhances the shelf life of the
goods. Cold chain methods can be chilled, frozen, and mild chilled as well as normal. For
horticultural production cold chain has to be chilled as well as mild chilled methods. The
employment of cold chain can enhance availability of goods in lean season the affordability
as well as accessibility by restructuring the supply chains, improving the excellence of the
harvest, increase the job and address challenges of the stakeholders. The cold chain
infrastructure India is divided into pack house, cold storages, reefer transportation and
ripening chambers. The need for pack houses has been now recognized by companies
Singhal, R. and Saksena, S., (2017). There is need for almost 70000 pack houses across the
country but India only has 246 full functional pack houses. Most of these are used in
preservation of mangos and are used in Maharashtra. Refrigerated warehouse are more in the
Uttar Pradesh, Telangana, and Maharashtra. Technologies used are often outdated and
suitable for one commodity only. The cold storage capacity of India is around 32 million
metric tons need is predicted to double in a decade. In reefer transportation also shortage is
much with only 1000 vehicles when the need is for 62500. About 900 million has to be
invested to develop the infrastructure to bridge this gap.
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1. Arora, M. a. P. B., 2018. ZENITH International Journal of Business Economics &
Management Research,, pp. 8(5), pp.136-.
2. Ballou, R. H., 2007. Business logistics/supply chain management. s.l.:Pearson
Education India..
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Kelvin Cold Chain Logistics Pvt. Ltd is one among the main warehouse brands in India
Kelvin Cold Chain Logistic (2018). They have more than 16o customers as well as fleet size
of over 270 trucks and they have transportation hubs at 7 areas two more are planned for this
year. Company provides integrated solutions through enhancement of distribution networks
in various cities. Firm provides much emphasis on differentiation through innovation as well
as technology Joshi, R., Banwet, D.K. and Shankar, R., (2009).
----------------------------------------------
1. Kelvin Cold Chain Logistic , 2018. /kelvin-cold-chain-logistics-pvt-ltd. [Online]
Available at: https://in.linkedin.com/company/kelvin-cold-chain-logistics-pvt-ltd
[Accessed 02 10 2018].
2. Joshi, R.,et al., 2009. Indian cold chain: modeling the inhibitors.. British Food
Journal,, 111(11), pp. 1260-1283..
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Chapter 1
Research objectives and scope

1.1Problem situation
Competitiveness in the cold chain logistics industry is determined by ability of the company
to provide exceptional value to their end users. In industry competitiveness is about value
and not just about cost. The recognition of this truth is essential to the competitiveness in the
logistics. Many brands have developed capacities to deal with upswing in demand. This
primarily happens due to lack of competitiveness happening due to varied factors. In this
main is lack of understanding about customer expectations. `Another is inability to provide
scale as well as quality in service due to lack in warehousing infrastructure and inability to
provide pricing as per value Laudon, K.C. and Laudon, (J.P., 2016). The variation of the
business dynamics as well as entry of the global players has remodelled the refrigerated ware
housing section. Logistics is more becoming a strategic function that provides value
enhancement solutions. The entry of Global players has led enhanced technology
introductions further increasing competition for the local brands.
But the emergence of International players has increased the level of competition, the lack of
infrastructure, and the lack of understanding about needs of the end users has made local
companies like Kelvin Cold Chain Logistics Pvt. Ltd less professional. This means local
firms has to reduce price to stay in competition Singhal, V. and Koul, S., (2018).
1.2 Aim of the research

This study will try to provide some understanding of current situation of cold chain logistics
industry in India, analysis of the service quality will also be undertaken and also will deliver
recommendations to enhance the quality of service.
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1. Laudon, K. a. L. J., 2016. Management information system. . In: s.l.:Pearson
Education India..
2. Singhal, V. and Koul, S.,, 2018. Identification of benchmarks for adoption by SMEs in
the Indian cold chain.. s.l.:s.n.
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1.3 Research objectives

The dissertation has the following research objectives
 Key elements of service quality and customer service in cold chain logistics industry.
 Assess the current situation of in cold chain logistics industry in India
 Identify the level of customer satisfaction for the logistics service quality in cold
chain logistics industry in India especially
 Propose of the research is to enhance the quality of logistics services in those in cold
chain logistics industry in India especially for kelvin Cold Chain Logistics Pvt. Ltd.
1.4 Methodology
The qualitative method is used to collect data and this is investigated, examined as well as
analyzed through data and this has helped to understand topic on feasible as well as factual
basis. The questionnaire was send to warehouse managers and experts identified through
LinkedIn using logistics services of company. The research continued to around five weeks
((between mid-July and late-September 2018). LinkedIn was used to identify the research
participants. Almost 50 persons responded to the research. Researcher has friends in different
logistics companies; they were used to identify experts. This enabled the researcher to get
almost 50 answers were received within month.
The qualitative data is gathered through semi structured interviews that are done through
telephonic interviews with experts identified through LinkedIn and other professional
networks. The quantitative data is gathered from 5 clients of different cold storage or
refrigeration facilities identified through internet portal. sixty where approached but only fifty
five were willing to participate in the research and in this five where not contacted as they has
less than one month experience in dealing with the chosen company . These clients have been
approached through email and where provided with a questionnaire through email for
collecting the quantitative data. The questionnaire has been closed ended types focusing on
customer satisfaction factors that suits refrigeration facilities. From this data was analyzed
and conclusions were reached.
The scope is limited to within Delhi area because this is the city in which company mainly
operates and also lot of warehousing companies are operating in this area. In addition, the
author has many friends working in the industry and firm this makes it easy and convenient to
conduct research n Kelvin Cold Chain Logistics Pvt. Ltd Delhi rather than anywhere else.
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Chapter 2
Service Quality in Cold Chain Logistics
2.1. Service quality
The customer has always certain expectations about the service and its quality from the
service provider, such as how well delivered the service, if it delivered in minimum time with
high standards can consider as high service quality. (Appendix-1)
Source: Parasuraman et al. (1985)
2.1.1 Service
“A service is any activity or benefit that one party can offer to another which is essentially
intangible and does not result in the ownership of anything (Olatokun, W.M. and Ojo, F.O.,
2016).” Quality is an idea that has been utilized generally in numerous regions of human
exercises. Be that as it may, to completely comprehend what quality means is certainly not a
basic issue. The Definition can shift contingent upon various items, makers, or market needs.
For the most part, Juran (1998: 27) characterizes quality as components of items which meet
client necessities and subsequently give customer fulfilment. Quality likewise signifies
"opportunity from lacks – opportunity from mistakes that require doing work over once more
(modify) or that result in field disappointments, client disappointment, and client claims".
Therefore, any item, regardless of how solid or very much bundled yet not fulfilling the client
request, is considered to have inadmissible quality.
--------------------------------------------------------------
1. Parasuraman, A, Ziethaml, V. and Berry, L.L.,, 1985. "SERVQUAL: A Multiple- Item
Scale for Measuring Consumer Perceptions of Service Quality'. Journal of Retailing,,
62(1), pp. 12-40.
2. Olatokun, W.M. and Ojo, F.O, 2016. Influence of service quality on consumers’
satisfaction with mobile telecommunication services in Nigeria. 32(3), pp. 398-408.
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3. Juran, J. and Godfrey, A.B., 1999.. Juran's Quality handbook. In: Republished .. 5 ed.
s.l.:McGraw-Hill, pp. 173-178..
This is a vital attention to assist organizations with planning for the nature of items and
service quality. So as to fulfil the needs, firms must guarantee quality in all phases of the
creation and appropriation of items and services (Aung, M.M. and Chang, Y.S., 2014.) For
instance, disillusionment with the demeanour of service quality guarantee staff may harm the
entire prior stages. As such, quality is shaped through a few phases and impacted by a wide
range of variables. Service quality is associated with making of competitive edge. For firms it
has turned out to be fundamental to increase the value of centre services and additionally
items to survive in the competitive condition.( Dabholkar, P.A., 2015).
The essential focal point of service quality is to meet client prerequisites and to Endeavour to
surpass client desires (American National Standards Institute, ISO 9001:2015, 2015). Quality
assumes a basic job in business methodology as it makes separation with contenders, acquires
practical upper hand and gains trust from clients. Since quality is essentially "to fulfil the
necessities, customers won't keep on utilizing the item later on in the event that they don't feel
satisfied. Valarie A. Zeithaml, (2006) states “Services are deeds, processes and performances
and describe the difference between service offered as the core product and service
supplement a core product where the major distinctive characteristics are , intangibility,
inseparability of production and consumption and inconsistency of delivery”.
Kotler and Scheff (1997: 193) characterize benefit as "any demonstration of execution that
one gathering can offer to another that is basically immaterial and does not result in the
responsibility for anything. Its generation might be fixing to a physical item.
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1. Aung, M. a. C. Y., 2014. Traceability in a food supply chain: Safety and quality
perspectives. Food control. In: s.l.:s.n., pp. 39, pp.172-184..
2. Dabholkar, P.A.,, 2015. How to improve perceived service quality by increasing customer
participation.. In Proceedings of the 1990 academy of marketing science (AMS) annual
conference, Issue Springer, pp. 483-487.
3. American National Standards Institute, 2018. American National Standards Institute, ISO
9001:2015,2015. [Online]
Available at: https://webstore.ansi.org/RecordDetail.aspx?
sku=ISO+9001%3a2015&source=msn&adgroup=iso9001&msclkid=41e9bcac76eb1612fcffe768c9728
7e4&utm_source=bing&ut
4. Valarie et al., 1988. SERVQUAL: A multiple- Item Scale for measuring consumer perceptions
of service quality.. Journal of retailing..
5. Kotler Ph., Scheff J, 1997. strategies for marketing the performing arts, Harvard Business
School Press: s.n.
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Service is a special item as it surely has one of a kind attributes Kotler and Scheff (1997: 193-
195). Intangibility: Unlike physical items, service can't be heard, tasted, hold, seen or felt
before being purchased. Clients just get service when it is given; consequently, to lessen the
level of vulnerability in purchasing choice, buyers will scan for signs and physical
verification of value, for example, value, mark name or audits that they see.
Perishability: Due to implacability, benefit is considered very transient as it can't be put away
or protected. Take motion picture ticket as an occurrence; it will lost esteem when the
program starts Dabholkar, P.A., (2015).
Inseparability: A service is indistinguishable from suppliers. Service conveyance process
happens persistently, which implies that the way toward giving and accepting Service is done
at the same time and in the meantime with the nearness of client. Consequently, the nature of
service is hard to anticipate since it will be founded on abstract judgements from clients Dhar,
R.L., (2015).
Variability: Quality of service relies upon suppliers, time and area. For occasion, the
execution of an artist may be not on a par with expected on the off chance that he or she is in
affliction or if the musical show lobby's sound framework isn't in great quality. Subsequently,
this is a vital component that providers should note in the event that they need to progress
their service quality. Associations can beat this test by putting resources into staff preparing,
institutionalization and execution procedures, and checking and estimating consumer loyalty
consistently Garrido, C., De Oña, R. and De Oña, J., (2014.)
Service-quality perceptions originate from how well a supplier performs versus clients'
assumptions regarding how the supplier ought to perform. Service quality is an engaged
assessment that mirrors the client's impression of particular measurements of service in
particular unwavering quality, responsiveness, confirmation, sympathy, physical assets clients
Dhar, R.L., (2015).
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1. Kotler Ph., Scheff J, 1997. strategies for marketing the performing arts, Harvard
Business School Press: s.n.
2. Dabholkar, P., 2015. How to improve perceived service quality by increasing
customer participation. s.l., s.n.
3. Dhar, R.L.,, 2015. Service quality and the training of employees:. Tourism
Management, , Volume 46, pp. 419-430..
4. Garrido et al., 2014. Neural networks for analysing service quality in public
transportation.. Expert Systems with Applications, 41(15), pp. 6830-6838..
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(Dhar, R.L.,, 2015)It is without a doubt difficult to give a total meaning of service quality
since service quality is likewise elusive item. An uncommon component is that clients can
just survey the full quality of service in the wake of obtaining and utilizing them. Quality is
evaluated not just on the after effect of service yet in addition all in all procedure. Clients
survey service quality based on states of mind, emotional, and the capacity to perceive.
Since the quality of service identify with client's desires and also their discernment of the
service, service quality is hard to evaluate. Ordinarily there are three levels of evaluation of
quality services.
 Good: when clients see the service past their desires.
 Satisfactory: when the service levels their desires.
 Poor: when the service is underneath clients' desire

Along these lines, so as to hold clients, undertakings should dependably keep up great
surveys so they can survive as well develop Huang, S.T., Bulut, E. and Duru, O., (2015).
2.1.2 Service quality concept

A definitive objective of all exercises of the Endeavour is to fulfil clients. Timely after, the
necessities of individuals steadily increment with higher requests for the quality of products
and enterprises. In this focused market economy, buyers clearly have more chances to pick
which organization fulfil them the best, and they require better service mentality of staff,
quicker request reaction from service supplier and in addition more current service gear.
Hence, enterprises aiming to retain old customers and attract new customers must provide
excellent quality service to satisfy them. Since then, the question of how to measure service
quality has gained a lot of attention and research CAI, L. and Zhu, Y., (2015).
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2. Huang et al , 2015. Service quality assessment in liner shipping industry,: an empirical
study on Asian shipping case. International Journal of Shipping and Transport .
3. Cai, L. a. Z. Y., 2015. The challenges of data quality and data quality assessment in
the big data era. Data Science Journal, , p. 14..
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2.2 Service quality assessment

There are mainly five aspects such as tangibles, reliability, assurance, empathy and
responsiveness when considers to measure the service quality. The Tangibles are the
appearance of material facilities, equipments, personnel and communication facilities and
reliability is the capability of carryout the committed service unfailingly and perfectly. The
responsiveness is readiness to help clients and offer punctual service.
The assurance consists of knowledge and politeness of the personnel’s and their capability to
communicate trust and confidence and finally the empathy is individual caring and attention
provided by the firm its customers. (qualtrics.com, (2017)
2.2.1 The five-gap model
Among that rose a celebrated five-gap service quality model led by Zeithaml, Parasuraman
and Leonard Berry. As indicated by Niros, M., Pollalis, Y. and Niros, A., (2017) , as they
basically look at nineteen changed service quality models somewhere in the range of 1984
and 2003, there are up to eight models in light of the five-gap model. This is a somewhat
huge extent so we can without much of a stretch see that this model is thought to be very
dependable by numerous researchers.
This model is thought to be very particular and itemized with ID five gaps that may make
customers encounter poor service quality. Not exclusively does it think about between
customers' desire and reality yet it likewise considers the service that organizations need to
give. What's more, it specifies that service quality is influenced by the contrast between
customers' desires and organizations' discernment France, M.H., (2015.)
The five-gap model of service quality is represented in Figure 1.Gap 1: shows up when there
is distinction between consumer expectation and service recognition. The essential purpose of
this model is to make firms comprehend the important attributes of their own association's
service quality and also benefit conveyance to fulfil clients (Daielly, M., 2018)
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1. Qualtrics.com, 2018. How To Measure Service Quality. [Online] Available at:
https://www.qualtrics.com/blog/how-to-measure-service-quality/[Accessed 01 05
2018].
2. Niros, M. and Pollalis, Y., 2014. “Brand personality and consumer behavior: strategies
for building strong service brands”,. Journal of Marketing and Operations
Management Research,, 2(2), pp. 101-115.
3. France, M., 2015. Student expectations and perceptions of service quality at a for-
profit college. In: s.l.: (Doctoral dissertation), Oklahoma State University.
4. Daielly, M., 2018. Quality Gap Analysis on Education Services. IJAME..
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.Gap 2: between service recognition and service quality principles. It implies that the
association thinks that it’s hard to transform clients' expectations into fitting execution
standard. The reason is perhaps not-all around prepared staff or then again as well popularity
of clients (Daielly, M., 2018).
.Gap 3: between service quality execution and service delivery. This happens when the staffs
can't achieve set service standard.
Gap4: between service conveyance and outside interchanges. This occurs at the point when
the special crusade and commercials don't meet reality, which will effortlessly lose clients'
trust in the organization picture (Daielly, M., 2018)
.Gap 5: between anticipated service and professed or felt service. The service quality
appraisal depends for the most part on the fifth gap while this gap five is likewise influenced
by the initial four gaps above. On the off chance that the clients don't feel any distinction
between their desire and reality, that service would be appraised brilliant. So a definitive
objective is to diminish these gaps to build clients' fulfilment. (Daielly, M., 2018).
(Appendix-2)
Source; Quoted by Variant (2018) from Parasuraman, A.

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2. Parasuraman, A. Z. V. a. B. L., 1988. "SERVQUAL: A Multiple- Item Scale for

Measuring Consumer Perceptions of Service Quality. Journal of Retailing, 62(1), pp.
12-40.
2.2.3 SERVQUAL model

From the general five-gap model demonstrate, Zeithaml et al. endeavoured to fabricate a
more particular and functional estimation scale to evaluate the service quality in actuality.
They originally felt that any service is evaluated in view of ten variables: dependability,
responsiveness, and competence, get to, correspondence, kindness, believability, security,
understanding and effects Kim, S. and Kim, S., (2018).
One major favourable position is that it covers almost all qualities of service; in any case, at
the same time researching and analyzing all these ten parts is such a diligent work, to the
point that they later improved into just five variables called SERVQUAL model. In the wake
of directing several exploratory and quantitative investigates in five distinctive service
segments, they found that there is a critical correlation among things speaking to a lot of the
original dimensions.
Not exclusively is SERVQUAL model broadly acknowledged by analysts however it likewise
utilized and connected in all actuality more than some other models to survey benefit quality
in a wide range of fields (Xuehua, J., 2018). (Appendix-3)
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1. Kim, S. and Kim, S.,, 2018. A Service Quality Management Model for the Public
Information Systems. . 21(1), pp. 61-85..
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2. Xuehua, J., 2018. SERVQUAL-Model-Based Fuzzy Evaluation of Express Service

Quality. International Journal of Transportation Engineering and Technology, 4(1), p.
20.
Chapter 3
Logistics and Warehousing
3.1 Logistics concept and services
As per International Federation of Freight Forwarders Associations FIATA that Freight

Forwarding and Logistic Services means “services of any sort identifying with the carriage
(performed by single mode or multi modal transport implies), union, stockpiling, taking care
of, pressing or dispersion of the Goods and additionally auxiliary and warning services” Fiata
(2018).
It is elusive a total meaning of logistics since there are different kinds of organizations, items
and frameworks. Rushton, Croucher and Baker (2014: 6) give a very essential methodology
that logistics concerns "the effective exchange of products from the wellspring of supply
through the place of fabricate to the point of utilization in a practical way while giving a
satisfactory support of the client".
This definition fundamentally notices the centre of logistics as advancement and viability to
guarantee the products to be conveyed to customers at the correct time at the most reduced
cost, which is a very proper present day idea that applies to generally industry. As one
logistics framework can't have any significant bearing to all organizations, the quantity of
exercises can shift from organization to organization. For the most part, there are five
principle segments of logistics: transportation, warehousing, stock, bundling and data
innovation. Sorts of logistics activities and refrigerated cargo sending can be stated as follows
(Jean-Paul Rodrigue, Theo Notteboom.) First Party Logistics: The proprietor of the
merchandise arranges and completes logistics activities independent from anyone else. They
should put resources into transport, stockpiling, data frameworks, service and work to deal
with all the procedure. Second Party Logistics: Manufacturer enlists another organization to
direct a single task in the logistics chain (transport, warehousing, billing and customs). This
2PL organization functions as a carrier for a plainly characterized logistics undertaking while
producer still assume liability for the development.
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1. Fiat, 2015. www.fnbnews.com. [Online] Available at: http://www.fnbnews.com/Top-

News/cold-chain-sector-to-nearly-double-in-five-years-meat-to-drive-growth-41771
2. Jean-Paul Rodrigue, Theo Notteboom,, 2018. transportgeography.org. [Online]
Available at: https://transportgeography.org/?page_id=6585,[Accessed 2 10 2018].
3. Rushton, A. e. a., 2014. The handbook of logistics and distribution management. In: Understanding the
supply chain. s.l.:Kogan Page Publishers..
The connection between opposite sides is less frequent here and provider delivers the goods
as per instructions and gets paid in like manner Rouquet, A., Goudarzi, K. and Henriquez, T.,
2017.
3.2. Third Party Logistics
Third-party logistics suppliers normally have practical experience in incorporated activity,
warehousing and transportation services which can be scaled and tweaked to clients' needs
founded on economic situations, for example, the requests and conveyance benefit necessities
for their items and materials. Frequently, these services go past logistics and incorporate
esteem added services identified with the creation or obtainment of products, i.e., services
that coordinate parts of the inventory network. At the point when this incorporation happens,
the supplier is then called a third-party store network service supplier (3PSCM). It likewise
causes producer to centre on core competencies, keep away from substantial investment in
logistics offices, and enhance guidelines of service, and so on. In any case, a few
disadvantages are loss of authority over logistics tasks inside the organization, fractional loss
of direct client contact, or high danger of client disappointment Govindan, K., Khodaverdi, R.
and Vafadarnikjoo, A., (2016).
Fourth Party Logistics 4PL clubs people, process and technology. Essentially, 4PL
outsourcing must not be viewed as an unadulterated cost decrease issue and in the event that
it is considered accordingly then it is inclined to disappointment. Receiving a 4PL
methodology brings an alternate point of view, information, experience and technology to the
current in-house work. Effective 4PL organizations will see the two gatherings work next to
each other inspired by shared achievement and reward.
4PL advantages include: access to a more extensive base of potential providers; back-end
framework incorporation; expanded market straightforwardness for products and enterprises;
standardization and mechanization of request arrangement; decreased acquirement expenses
and request process durations Abidi, H., De Leeuw, S. and Klumpp, M., 2015.
Fifth Party Logistics: means to serve on line business area. For the most part, 5PL is
essentially 3PL or 4PL overseeing supply network system of e-business stage.
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1. Rouquet, A. e. a., 2017. The company-customer transfer of logistics activities. International
Journal of Operations & Production Management, 37(3), pp. 321-342..
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2. Govindan,k et al.Vafadarnikjoo, A, 2016. A grey DEMATEL approach to develop third-party

logistics provider selection criteria. In: s.l.:Industrial Management & Data .
3. Abidi et al. Klumpp, 2015. The value of fourth-party logistics services in the humanitarian
supply chain Management. Journal of Humanitarian Logistics and Supply Chain, pp. 5(1),
pp.35-60..
3.3. Customer service in logistics

The three centre parts of customer service in logistics are pre-transaction, transaction and post
transaction. The pre-transaction is that part of customer service occurs before the original
request put. The provider ought to give those segments, for instance, steady, arrange process
duration and stock accessibility ought to be overseen by the provider. Additionally the
logistics and transaction are interred linked to called transaction components. Customer
service characteristics are assessed by customers on the criteria of exact invoices and
requests, on-time conveyance, nature of the item. Besides, post-transaction components
happen simply after the conveyance had occurred. It’s at that point classified into two,
relationship service and relationship quality separately. Relationship service includes after-
deals service, genuine conveyance time, accommodating customer service and after-deals
service, real conveyance time, supportive customer service. Relationship quality includes
trust, duty and integrity among provider and customer (Christopher, M. (2016).
Sensible assessment of logistics service quality not exclusively to assess the consequences of
quality, yet additionally ought to have the capacity to assess the capacity of giving the superb
services to the end users.
Logistics service ability is a complete record of big business logistics level to investigate the
variables that influence the organizations inalienable logistics service limit, and help us to
uncover the organization's very own potential and upgrade its intensity. Staff factors, business
forms, service frameworks and ecological variables are the elements that influence the
service limit of the association (Ail, K. H., & Cheng, T. E. (2016).Through the analysis of the
process of the cold chain logistics, we can find process of refrigerated warehouse service we
can make and create quality evaluation index to identify super quality. We can conclude that
the " Quality in cold chain logistics including temperature control, timeliness, process safety,
customer complaints handling and trace ability of the five indicators through analyse the
whole process of cold chain logistics. These five indicators are: temperature deviation and
stability, punctuality rate, order completion rate, the rate of complaint handling and
traceability “(Ail, K. H., & Cheng, T. E. (2016).
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1. Christopher, M., 2016. Logistics & supply chain management. In: Logistics & supply
chain management. s.l.:Pearson UK..
The research indicates for the success of the Kelvin cold chain logistic service quality is a
crucial aspect. Organizations need to understand the needs as well as requirement of the end
users. Sustainability of the cold chain logistics firm is defined by level of satisfaction
customer feels. In hiring a service customer has an expectation of the product customer
satisfaction is the achievement of the same. High class achievement of the customer
satisfaction will create repeated purchases which is crucial for the long term survival of the
business. Customer loyalty can be accomplished through High Quality Services inside ideal
costs. The fundamental business model of a chilly stockpiling warehousing business is the
capacity of items for the customers from where the customer can recover their items at a later
when they require the items. Be that as it may, this essential business display does not include
customer administration and customer fulfilment will rely on the cooperation that the
business will have with their customer and the administration that will be offered for the
protected stockpiling and simple recovery and transportation of the item to the customer
wanted areas. Henceforth from these perspectives customer benefit is the capacity of
snowman coordination’s to reliably and continually outperform the Expectations of the
customers from the business.
3.4. Over view of warehousing Industry in India
Till the product reach the end users it has to be stored which is referred as warehousing. This
becomes essential for many commodities like food items, pulses, oil seeds, sugar, Perishable
commodities, dairy products as well as pharmaceutical products. The core aim is to make
sure regardless of time as well as space products are available for food consumption. The
preservation of the commodity till consumption in correct atmospheric conditions becomes
pivotal as it ensures quality till consumption. But the globalization process and increases
emphasis on supply chain has increased the number of retail networks , further boost has
come from growth in e commerce the ware house now play a more crucial than just holding
goods for consumption. The market typically impacts the length or duration to which one
community has to be held. . Increased need for storage has also ensured advent of new
technologies for this sector. Storage has moved from traditional methods to artificial storage,
P a g e | 22
ice refrigeration as well as ventilated storage. Other modern mechanisms include mechanical
refrigeration, controlled temperature; atmosphere modified packing (Signal, R., & Saksena, S. 2017).
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3.4.1 over view of Cold chains logistics

Cold chain is the supply chain with expertise in transportation, preservation as well storage of
cargo which has to be transported in a specific temperature. After some time, nonetheless,
cold chains have turned into a fundamental for supply chain answers for transport of more
delicate or essential freight through differing climatic conditions. While a vital piece of cold
chain is keeping up low-temperatures to protect short-lived products, not all cold chain
freight should be transported at below zero temperatures. In winter, for instance, a few natural
products and vegetables should be kept warm to protect their surface or to guarantee they last
more (Gallo, A., Accorsi, R., Baruffaldi, G. and Manzini, R., 2017). (Appendix-4)
Source: Farhan k (2016)
The focal point of the clients in warehousing is essentially on the capacity of the distribution
centres to keep up proper temperature and guarantee that the items remain protected inside
the stockrooms. The development of the distribution centres is likewise critical in light of the
fact that this will help diminish the overhead costs that will be required in keeping up the
P a g e | 23
temperature levels. The capacity of the distribution centre to amplify the space usage is
additionally an essential factor that can draw in consumer loyalty.
----------------------------------------------------------------------
1. Gallo, et al. Riccardo,, 2017, 9. Designing sustainable cold chains for long-range food
distribution. In: Sustainability. s.l.:s.n., pp. 2044 - 2063.
Space expansion don't infer cramping every one of the items in the accessible spaces however
it includes cautious intending to properly organize items and store it in an achievable way to
guarantee well being of the items and in addition simple recovery which will build the speed
of conveyance which is specifically identified with consumer loyalty.
Cold chains are indispensable in the capacity and transport of the accompanying items:
Nourishment and Beverages , expensive foodstuffs .Natural products and vegetables ,Meat
and fish , Poultry and dairy ,Restorative Goods, Antibodies, Pharmaceuticals and biologic,
Temperature-touchy Chemicals ,Paint ,Unpredictable synthetics ,Other Temperature-touchy
Items, Plants and blossoms, Engineered items, Cutting edge electronic/electrical segments
and Photographic film (Hsiao, Y. H., Chen, M. C., Lu, K. Y., & Chin, C. L. (2018)”.
Table-1 – Trends in food consumption patterns and growing scope of cold chains
Source: Food and Agriculture Organization of United Nations

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The essential process of cold chain including carcass inspection and quarantine, pre cooling,
refrigerated temporary storage; sorting, packaging, distribution and retail market refrigerated
show (Hsiao, Y. H., Chen, M. C., Lu, K. Y., & Chin, C. L. (2018).
----------------------------------------------------------------------------
1. Hsiao, et al, 2018. Last-mile distribution planning for fruit-and-vegetable cold chains.
The International Journal of Logistics Management..
Through the examination of the process of the cold chain logistics, we can investigate the
cold chain logistics process of new meat may impact the service quality, and give the premise
to new meat cold chain logistics service quality assessment record to recognize. We can infer
that the cold chain logistics service process list including temperature control, timeliness,
process safety, customer complaints handling and trace ability of the five markers through
break down the entire process of cold chain logistics. These five markers are: temperature
deviation and stability, promptness rate, arrange fulfilment rate, the rate of protestation
handling and traceability (Bremer, P. (2018).
3.4.2 over view of cold chain industry in India

In India, cold chain logistics as well as refrigerated ware housing is normally considered as
transportation, a piece of logistics, and they are commonly comprehensive. As a self-evident
certainty, chain logistics as well as refrigerated ware housing assumes an essential job in
logistics like a modeller (Bremer, P. (2018).
(Appendix-5) – Indian cold chain Industry-Commodity wise capacity utilization –India-2012
Warehousing industry in India

P a g e | 25
-----------------------------------------------------
1. Bremer, P., 2018. Towards a reference model for the cold chain. The International
Journal of Logistics Management..
The industry was much buoyant in recent years with high growth in profits. Gross value per
unit as gross value on total output has also enhanced which shows enhancement of
productivity as well resource usage.
Developing every year at 28% the aggregate estimation of cold chain industry in India is
forecasted to achieve ~USD 13 billion by 2017 through expanded facilities, modernization of
existing infrastructure, and foundation of new pursuits by means of private and government
organizations. India's cold chain industry is as yet advancing, not efficient and working
beneath limit. The Indian cold chain showcase is m divided with in excess of 3,500
organizations in the entire framework Singhal, R., & Saksena, S. (2017).
Main players contribute just ~8%– 10% of the cold chain industry. Most equipment being
used is obsolete and single item base. 11% of world's aggregate vegetables creation is
accounted by India alone yet India's offer in worldwide vegetable exchange is just 1.7% ‒
127 Million Tons of milk was produced in 2012, yet cold stockpiling limit is accessible for
70,000-80,000 Tons of milk. Most equipment being used is obsolete and single item base.
11% of world's aggregate vegetables production is accounted by India alone however India's
offer in worldwide vegetable exchange is just 1.7%. 128 Million Tons of milk was produced
in 2016, yet cold stockpiling limit is accessible for 70,000-80,000 Tons of milk (Wararkar, P.,
Kothari, M. and Wararkar, K., 2016). (Appendix-6)-Industries Using Cold Chains
There are around 5000 cold chain logistics facilities India with majority run by private
players Majority of the facilities are in Uttar Pradesh and West Bengal. Cold chain logistics
P a g e | 26
and cold chain logistics is forecasted to develop at 13% for each annum on a supported
premise throughout the following 4 years.
------------------------------------------------------------
1. Singhal, R. and Saksena, S.,, 2017.. Performance Assessment of the Storage and Warehousing
Industry in India. . Journal of Industrial Statistics,, 6(1), pp. 15-40..
2. Wararkar et al., 2016. Performance Analysis of Supply Chain Management Technique at
Textile Industry in India in Accordance with Indian Textile Market.. International Journal on
Textile Engineering and Processes, 2(3), pp. 34-39..
Key development drivers incorporate development in composed retail and nourishment

benefit industry, government's drives, rising fare interest for prepared and solidified food
items. India Share of multipurpose Cold chain logistics facilities is low in industry however
they are high in income generation. There is developing trend towards multi-purpose logistic
facilities. As per industry gauges, around 110 million metric perishable items is transported
in India every year of this figure, around 100 million metric tons moves by means of non–
reefer mode and just four million metric tons is transported by reefer. Greater part of the
refrigerated vehicles in India is used for milk and milk items transportation (Jakhar, M. and
Srivastava, M.K., 2018). The huge expense of transportation is a noteworthy test for
employing refrigerated vehicles. Key development drivers incorporate meat items send out,
rising interest for confectionery, and packed food items. The industry in India fall to two
categories temperature controlled warehouse as well as temperature controlled vehicles. The
expected growth is around 29 percent almost 20 billion US dollars. The large number of
small players had impacted the industry and now modern players are emerging who are
investing in modern technologies.
The key problems in cold chain logistics in India relate to management of logistics as well
maintenance of temperature. Cold chain management success is defined not just planning as
well as implementation but also monitoring of the process as well as control. The
enhancement of product quality, safety as well waste reduction should be main aims. The key
challenges facing industry are lack of capacity and major share of capacity is used for milk
and potatoes. The industry lack in standards as well as protocols further many of the globally
set standards does not suit Indian conditions. This generates poor performance from systems.
Power failures are common in many Indian towns and so investments in backup become
necessary (Jakhar, M. and Srivastava, M.K., 2018).
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1. Jakhar, M. and Srivastava, M.K.,, 2018. Prioritization of drivers, enablers and

resistors of agri-logistics in an emerging economy using fuzzy AHP. British Food
Journal,, 120(9), pp. 2166-2181..
Chapter 4
Research methodology
5.1. Data Analysis of Research
5.1.1. Qualitative Data Analysis

The analysis of qualitative data that is gathered through the telephonic interview with cold
chain logistics business experts identified from the LinkedIn has divulged much information
beneficial for understanding the crucial factors that can influence customer satisfaction.
According to the different experts who has been available for the telephonic interview the
business is undergoing one of the growth periods in the current business climate. Out of the
12 experts identified from LinkedIn only 5 people responded to the email request and made
available reservation for conducting the telephonic interview. The first question was
regarding the business activities and the current state of the business (Ail, K.H. and Cheng,
T.E., (2016). All the experts have the same opinion that the current business scenario is
positive for the cold chain logistics business since it is considered that the industry is
booming and many other industries is seeking support from cold chain logistics facilities for
storing their products. The shift in the focus from different industrial scenario of especially
pharmaceutical companies and other perishable commodities marketers have created greater
opportunity for the possibility in investment in such a business. The increase the number of
food outlets in the different forms ranging from restaurants to 5 star hotels which require
frozen products and refrigeration facility for the maintenance of perishable food items by
following the regulatory practices the further requirement of highly established are
refrigerated warehousing facilities are on the rise (Christopher, M., 2016).
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When questioned about the customer expectations, all the experts where unanimous about the
fact that meeting the customer expectation is the key for customer satisfaction and is
important for the sustainability of the business.
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The key factors identified through the interview with the experts are that the appropriate
standardization and compliance to the regulatory policies is a key factor. The design and
construction of the warehouse and the ability to retain the appropriate temperature is another
factor. The most important factor that can influence customer expectation is the speed of the
delivery and the inventory management system that is practice within the warehousing
facility. At the point when question in regards to factors that enhance consumer loyalty but
true reading between the lines in the common understanding about customer expectation is
efficiency in which the services rendered to them. The use of latest management software’s
for tracking and retrieving inventory will enable the better speed in the delivery to the
customer. The refrigerant warehousing mechanism should have adequate provisions to
monitor the temperature within the warehouses so that the commodities that are stored in the
warehouses will remain intact without facing any deterioration. Hence it is important for
advanced electronic Technologies to be built up even in the remote Areas where accessibility
is difficult in Warehouse facilities. Safety of the goods that are stored in the warehouse and
the people were handling it is an at most priority for the clients and this can only be insured
through standardized safety practices that will be adopted by the companies involved in cold
storage business (Christopher, M., 2016).
The latest technologies that can be adopted are in the data handling system used for inventory
practices and also for management of the warehouse facilities. The computer data can be
effectively handled using software that can eliminate duplication and unnecessary data
consumption which will reduce the speed of a retrieval processes and also result in human
errors. Another important technology that can be adopted according to the experts is the
P a g e | 29
handling devices that have many additional features which enables better handling of the
commodities that are stored in the warehouses. Better transparency can be achieved through
appropriate monitoring of the different commodities and this will further intro customer
satisfaction through speedy delivery (Saha, B. and Mukherjee, D., 2017).
According to the experts the future prospects of the business is high because of the increasing
conception rate of perishable commodities across the globe. Vegetables, fish and meat
industry is booming across the world and all these businesses require refrigerated storage
mechanism.
--------------------------------------------------------
2. Saha, B. and Mukherjee, D., 2017. Analysis of Applications of Object Orientation to
Software Engineering,. In: Data Warehousing and Teaching Methodologies.. s.l.:s.n.
The increasing Pharmaceutical uses across the globe are also providing ample opportunity for
the business to establish better growth and sustainability. The increased Reliance upon frozen
products and packaged food is also increasing across the globe further boosting the prospects
of the business (Tian, F., 2016).
5.1.2 Quantitative data analysis

Quantitative data analysis was performed on the data that was collected from the
questionnaire that was sent to 50 participants who are customers of different cold storage
warehousing facilities identified from LinkedIn and other social media profiles and through
business networking sites. 50 participants were willing to answer the question which
basically evaluated the customer satisfaction factor that is a Priority for the clients. In the first
question the experience of the participant in the industry was evaluated and out of the 50
participants 21 participants where having more than 10 years of experience in the industry
while 5 people were having less than 2 years of experience in the industry. Remaining people
has than 2 years to less than 10 years in their experience within the industry. This question
was added in the questionnaire just to evaluate the experience of participants responding to
questionnaire.
5.2. Findings from Interviews

The data analysis demonstrated certain reasonable themes. Unmistakably service quality is
fundamental to guarantee customer satisfaction. In cool chain logistics method of transport is
additionally essential. Another end got from meetings is that in this industry low cost is
certifiably not a much engaging strategy. The analysis of the data demonstrated certain
P a g e | 30
themes rising. The real theme was that excellent customer service was centre to upgrade the
customer satisfaction. From the examination it additionally rose that additional facilities like
digital platform and new technologies pulled in customers. The research likewise gave the
thought in this industry preparation ability to adjust to these specific needs of the end clients
can be instrumental in choosing the faithfulness of the customers. Another essential theme
which was found through the research is that aptitudes of the staff and powers they are
furnished to manage customer objections inside store is a primary part of service quality Tian,
F., (2016).
---------------------------------------------
1. Tian, F., 2016. An agri-food supply chain trace-ability system for China based on
RFID & block chain technology. In Service Systems and Service Management
(ICSSSM),. s.l., s.n., pp. 1-6 .
The meetings with specialists have called attention to the requirement for high quality service
at standard with universal measures to keep up client dependability and increase in client base
for Kelvin Cold Chain Logistics Pvt. Ltd. Clients expect a more noteworthy service
encounter while working with organization. It is fascinating to take note of that experts have
disclosed the client service strategy of Kelvin Cold Chain Logistics Pvt. Ltd as giving an
inside and out client service. In topics which rose up out of the examination is that service
quality is centre in guaranteeing client satisfaction. Elements like thought for nearby culture,
extra facilities in digital stage, aptitudes of the staff and powers they are given to deal with
client complaints. From the exploration it additionally raised that level of staff preparing,
abilities they have, their comprehension of the neighbourhood culture is important. This
finding has given opportunity to other researches in a later stage.
5.3. Discussion
5.3.1. Service quality analysis based on SERVQUAL model 20
5.3.1. A. Reliability
Kelvin Cold Chain Logistics Pvt. Ltd should focus on gaining the trust of the customers as
survey indicates in this level company is low rated. The aim of the company should be to
provide, “right products at correct location at correct time with quality”. This means company
will need to keep certain standards quite essential for delivering excellent service and
developing a carving a trust worthy image with end users. One suggestion is Just-in-time
P a g e | 31
(JIT) strategy has to be employed to reduce costs and ensure quality of goods. The concept
occurred much earlier but in cold chain industry this has been less adopted. This might be
because operation of the company is often synchronized with that of other companies a
common strategy applied by Indian companies. This surely can enhance service quality as
well as customer loyalty (Tian, F., 2016).
---------------------------------------------------
(ICSSSM),. s.l., s.n., pp. 1-6 .
In cold chain logistics it is essential that modes of transport are kept properly and this will
help Kelvin to deliver as per commitment. Company needs to have long terms contracts with
its customers and associated this helps to anticipate and also ensures that demands are met
during peak seasons like Christmas and New Year. Legal contracts should be well drafted
although trust is more important the specifications of the contract should be made clear to the
customers especially when dealing in international scenario. Offices of the company should
be there in all main location There has to be supervising section to check the entire process
and in this pivotal for cold chain logistics is maintenance of correct atmosphere which was a
concern raised by many mangers interviewed. Professional expertise of the staff becomes a
main aspect in this and they needs to have good grasping in English and vernacular
languages. This not enhances speed of the logistics process but also helps to enhance end user
trust. Companies should inform customers about the facilities available and should invite
them to see their infrastructure so they remain updated (Tian, F., 2016). This generates a
bridge between end users and company. Company should provide tracking facility and
customer should be able to understand the conditions. Track as well as trace is a core feature
which most of the logistics companies provide now. Kelvin needs to install this in its website.
In cold chain logistics customer’s needs to know hoe goods are kept and transported.
5.3.1. B. Assurance
The specific low-appraised factors "critical thinking skills" and "staff trust" essentially result
from frail interior power .Indian organizations are outplayed in effectiveness and working
P a g e | 32
system by foreign firms. Subsequently, they need to reinforce their inside advantages for raise
affirmation by creating capital, HR and association with other nearby firms. More confidence
has to be built within employees and this can provide assurance to employees as well
(Singhal, R. and Saksena, S., 2017).
Firm has to provide much emphasis on the recruitment of employees, quality of the resources
helps in enhancing service quality which firm provides.
----------------------------------------------------------
(ICSSSM),. s.l., s.n., pp. 1-6 .
Staffs have to be empowered to take decision without much paper work and without having
to await directions from higher authorities in appropriate cases. Further for enhancement of
quality staff needs to be trained at regular intervals. Organizational culture has a main role in
motivation of the staff and defining the goals as well as work nature. Through this healthy
work place environment as well good bandings between staff happens and this happens
through organizational culture. In ensuring customer satisfaction and service quality a good
organizational culture is quite important. Kelvin has to engage in contracts with other
companies for further development (Bremer, P. (2018).
5.3.1. C. Tangibles
Company was found in research to be less active in digital platform. Web site as to have live
updates about goods transportation also facilities for E booking has to be there. Effort has to
be done to enhance the visibility on line. Good website is important for the company
investment might be huge in the first, but more benefits will come in the future. Kelvin’s
needs to do Search Engine Optimization this can enhance the company’s profits in future.
Building brand picture is a troublesome undertaking, which can't be finished in one day
however in a long haul through predictable advertising efforts. Among them, logo and motto
are the initial two things that endear must consider. They can be imprinted on all
transportation modes, wraps, uniform, presents for customers with the goal that clients can
perceive and remember organization' picture effectively Stevens, G.C. and Johnson, M.,
(2016).
5.3.1. D. Responsiveness
Research indicated that company fails to respond fast to customer demand for enhancing
service Quality Company has to employ comprehensive technological solutions to enhance
P a g e | 33
its service levels. For this more usage of computer application will be essential. The software
can be used in to maintain temperature and for documentation. Error chances cam lessened
though information technology and this can cut down cost as well. The entire operations has
to be connected to digital platform this can considerably enhance service quality as well as
competitiveness (Andreeva, T. and Kianto, A., 2016).
---------------------------------------------------------------------
1. Andreeva, T. and Kianto, A., 2016,, 2015. Empirically testing the role of strategic
management of knowledge in firm performance. s.l., European conference on
knowledge.
3. Stevens, G.C. and Johnson, M, 2016. Integrating the supply chain… 25 years on.
International Journal of Physical Distribution & Logistics Management, 46(1), pp.
19-42..
5.3.1. E. Empathy
Company empathy is defined by performance of the firm. The warmth as well as friendliness
shown by staff influences the customer satisfaction. Staffs need to be specifically trained to
show empathy. Organizational culture has a main role in motivation of the staff and defining
the goals as well as work nature (Andreeva, T. and Kianto, A., 2016).
Through this healthy work place environment as well good bandings between staff happens
and this happens through organizational culture. In ensuring customer satisfaction and service
quality a good organizational culture is quite important. Kelvin has to engage in contracts
with other companies for further development.
Managers need to make the workers feel work they are entrusted corresponds with their
skills as well as expertise and can be beneficial for them This also contribute towards
enhancing quality of service further staff needs to know how to reward staff so that they are
motivated. Sort out that assistance workers see better the significance and advantages of
client care benefit. Representatives must master and apply both particular learning and
delicate aptitudes to fulfil client needs. What's more, dispositions and conduct of the workers
should dependably be delicate, chivalrous, polite and proficient. Organizations need to
associate both client care culture and corporate culture together to make long term
advancement. Indian logistics firms ought to likewise have particular policy to keep up long
haul business connections. Have a standard customer care plan to make a strong association
with customers, particularly the occasions like New Year. Gifts are a vital piece of the visit to
indicate enthusiasm for customers (DeNisi, A. and Smith, C.E., 2014). The firm even needs
P a g e | 34
to focus on the customers not utilizing the organization’s service any longer on the grounds
that there may come a period when they may be back because of good impression that
organizations have for them. When essential staff of the client can be allowed in warehouse
this enable them to get a better understanding. Both client and company will be able to
understand each other better.
--------------------------------------------------
knowledge.
2. Denise, A. and Smith, C.E.,, 2014. Performance appraisal, performance management,
and firm-level performance. The Academy of Management Annals, 8(1), pp. 127-
179..
5.4. Recommendations
Company has to plan and upgrade its infrastructure which is main priority. Without
development of infrastructure company cannot remain competitive or ensure high level of
service. Company needs to do research to understand the needs of the cold chain logistics
industry and try to find methods which enhance competitiveness as well reduce cost.
Company needs to focus more on “commodity specific packaging as well as temperature
models” and also need to make use of WSN as well as to monitor and track tools and also in
reefer truck with small capacity to cater to tough geographic locations.
The most recent technologies can be embraced for service of the warehouse facilities. Use of
new technologies can dispose of duplication and superfluous information utilization which
will decrease the speed of a recovery forms and furthermore result in reduction in service
quality.
Government of India and various states are providing much help for the improvement of cold
chain logistics like land, subsidies, land and help to procure new technologies Kelvin cold
chain Logistics Company has to make use of these to enhance their current infrastructure.
There is an increased demand for cold chain services which is much beneficial for the
company. As the demand is increasing which is a positive sign global players are also
emerging which means Kelvin cold chain logistics has to enhance its service quality to keep
the customer with them. To take advantage of foretasted demand company has to develop
P a g e | 35
network all over India. Government of India is much incentive for infrastructure development
which has to utilize by the firm.
Company needs to train more staff and ensure they understand the needs of the customers.
India is a big nation and commodities which each region produces are also different. Each
commodity has different transportation and warehousing requirements. Company needs to
conduct research to better understand the opportunities and challenges ahead and has to plan
accordingly to meet the demand.
5.5. Limitations of the research

Any research study will have natural restrictions. The fundamental shortcoming was that
research was inside Delhi city so the discoveries may more identify with this area. . The
research had utilized a littler data because of impediments of time and spending which
avoided gathering of bigger data for subjective examination. Research participants were few
and they were found through internet. The chance to pre screens the participants for
objectivity was much less. The example estimate was not sufficiently vast which has
influenced the unwavering quality of the discoveries; Geographic centralization of research in
a specific zone is a specific constraint. Numerous issues expressed by experts are more
predominant in Delhi and less in other because of character of neighbourhood populace.
More quantitative information couldn't be gathered which would have upgraded the
legitimacy of the research. For the most part English talking clients was incorporated into
research since researcher s group was not conversant in Hindi and other vernacular dialects
.Effort was made to get meeting with overseeing chief of the association however because of
his bustling calendar this couldn't occur on the off chance that meet had happened this could
have given research an alternate point of view.
5.6. Future Research

Research does unearth many subjects which needs more research. The aspects which
negatively impact the quality of the care can be subjected to more research. The research does
indicate human resources negatively impact service quality this can be subject to more
research. Each area of India has different needs in relation to cold chain infrastructure which
could be applied in further research. The research was of a much limited time and money
constraints. A big research collecting more data is advisable. This research concentrated on
cold chain logistics research could be done on each specific service which firm provides.
P a g e | 36
5.7. Personal development

The research topic I had high confidence in my managerial skills including my ability to
present as well as analyses data but inadequacies were revealed in course of research and this
motivated I commit to improve my skills. Through interview I was had to motivate the
participant in constructive manner to get correct information. The suggestions of supervisors
have helped to improve my time management skills. Further this also helped to enhance my
time management skills. Further researchers skills to analyse the data, ability to write the
project also much enhanced.
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P a g e | 39
Appendix
1. Dimensions of Service Quality
2. Gaps model of service quality
3. SERVQUAL Dimensions
4. Cold Chain Supply Infrastructure
5. Indian cold chain Industry-Commodity wise capacity utilization
6. Industries Using Cold Chains
8. Interview Procedure
Semi structured interview instrument was connected for data collection in which an open end
questionnaire approach was pursued, Telephonic Interview was directed with according to
data and time concurred by the research participant and researcher. The inquiries encouraged
open dialog and were associated with research goals. Inquiries were as per the following:
1. How long have you been with in present job and in the industry?
2. Are you a regular customer of Kelvin cold chain logistics pvt ltd?
3. Importance of customer service for a logisitcs firm like Kelvin cold chain logistics pvt
ltd regarding?
4. In your opinion which is the Customer service practices followed by the cold chain
logistics?
5. Your opinion about the customer service quality of Kelvin cold chain logistics pvt ltd
6. In your opinion which is the Kelvin cold chain logistics pvt ltd regarding customer
services?
7. In your opinion which are the qualty related problems faced by Kelvin cold chain
logistics pvt ltd regarding?
8. In your opinion which are the additional customer service quality measures that the
customers expected from the company?
9. In your opinion which is the major reason for the selection of Kelvin cold chain
logistics pvt ltd by customer for their needs?
10. In your opinion, does Kelvin cold chain logistics pvt ltd adequately use customer
service quality as a tool to ensure customer satisfaction?
P a g e | 40
List of Tables
1. Trends in food consumption patterns and growing scope of cold chains

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COLD CHAIN LOGISTICS

COLD CHAIN LOGISTICS

{CONDITTIONS OF CUSTOMER SATISFACTION

Research objectives and scope

1.2 Aim of the research

1.3 Research objectives

Source: Parasuraman et al. (1985)

 Satisfactory: when the service levels their desires.

 Poor: when the service is underneath clients' desire

2.1.2 Service quality concept

2.2 Service quality assessment

Source; Quoted by Variant (2018) from Parasuraman, A.

2. Parasuraman, A. Z. V. a. B. L., 1988. "SERVQUAL: A Multiple- Item Scale for

2.2.3 SERVQUAL model

2. Xuehua, J., 2018. SERVQUAL-Model-Based Fuzzy Evaluation of Express Service

As per International Federation of Freight Forwarders Associations FIATA that Freight

1. Fiat, 2015. www.fnbnews.com. [Online] Available at: http://www.fnbnews.com/Top-

2. Govindan,k et al.Vafadarnikjoo, A, 2016. A grey DEMATEL approach to develop third-party

3.3. Customer service in logistics

3.4. Over view of warehousing Industry in India

3.4.1 over view of Cold chains logistics

Source: Farhan k (2016)

Source: Food and Agriculture Organization of United Nations

3.4.2 over view of cold chain industry in India

(Appendix-5) – Indian cold chain Industry-Commodity wise capacity utilization –India-2012

Warehousing industry in India

Key development drivers incorporate development in composed retail and nourishment

1. Jakhar, M. and Srivastava, M.K.,, 2018. Prioritization of drivers, enablers and

5.1.1. Qualitative Data Analysis

5.1.2 Quantitative data analysis

5.2. Findings from Interviews

5.5. Limitations of the research

5.6. Future Research

5.7. Personal development

2. Gaps model of service quality

4. Cold Chain Supply Infrastructure

5. Indian cold chain Industry-Commodity wise capacity utilization

6. Industries Using Cold Chains

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