6th Sem Project

TABLE OF CONTENTS
CHAPTER NO. CHAPTER NAME PAGE

NO.
Executive Summary
Chapter 1 Introduction 1-4
Chapter 2 Research Design 5-13
Chapter 3 Organizational Study 14-59
Chapter 4 Summary of Findings, Suggestions and Conclusion 60-63
Bibliography 64
Annexure
A Study On Service Quality Of Vrl Travels, Bangalore
CHAPTER 1
INTRODUCTION
Page 1
INDUSTRY PROFILE
Logistics has become a back bone of all business for economic growth; logistic industry is one
of the fastest growing industries in the world. Nowadays it has become lead to depletion of
operating cost and also even to been made better in carriage of performance Logistics also
helps in customers’ levels of satisfaction, the operating research study on logistic management
which still mainly make a center of attraction on the cultural sector that includes inventory
production, planning process, and also transportation management.
The Indian supplying trade has returned a protracted means from being a labor intensive
throughout 60s to the current technology-oriented system that has big selection of supplying
services. Nowadays the logistics industries are using Third party logistics (3pl) concept which
they are following in the logistic industries.
In the world of logistic management today it covers the side of value chain which includes the
efficient integration of distribution, transportation, and reverse logistics, warehousing, along
with these value-added services like payment collection, packaging, documentation, and the
improvement of Information Technology sectors are made growth in logistics industry.
Page 2
INTRODUCTION:
Logistics transportation and travels form the foundation of infrastructure for millions of people
and the business relay towards the extensive interrelated network, industry has the wide
function, where it as most important impact towards the public’s standard of living,
Coordination management is the section of inventory network management that makes designs,
presents, and makes control of proficient, pushing forward.
And as well as turn around the stream and capacity of merchandise, exploit, and the data related
between the motive of starting and the motive of effective use of something with a determined
end aim to encounter the client's prerequisites. The logistic also called with different name
includes following;
• Logistic Management
• Supply Chain Management (SCM)
• Business logistic
Page 3
PRODUCTION LOGISTICS:
Production logistics which operates with in industry; here the word workstation used from
equitable quantity& quality at equitable time
BUSSINESS LOGISTICS:
Business logistics said to be grouping or batch linked work that involves in a storing a goods-
data from a source of raw materials to end-users, it is a theory of grouping them in conjunction
and managing them a system.
REVERSE LOGISTICS:
The turnaround supply incorporates the administration and offer of surpluses, moreover the
product being shown up to dealer from client. Switch arrangement represents all the activities
related with apply of crude materials and product. It is "the procedure of creating with,
applying, and neglect the conservative, esteem compelling progression of crude materials,
work-in-process stock, completed promoted and associated information from the reason for
utilization to the motivation behind starting point for the point of recovering worth or right
removal. All the more precisely, turn around arrangement is the sort of operational product
from their regular last goal towards pointing in the catching worth. Something contrary to turn
around coordination’s is forward coordination’s
Page 4
CHAPTER 2
Research Design
Page 5
STATEMENT OF PROBLEM:
Service quality is a characteristic that involves extra effort by a service provider. VRL aims at
achieving excellence customer satisfaction at all departments while charging moderate prices.
NEED FOR STUDY:
This study is to make improve of VRL towards the service quality like cost, time
management, CRM, safety and health and hygiene level towards given by company to
consumers. Even this study is needed to know about the extra efforts by a service provider.
And also to knew about the customer satisfaction towards the service quality.
OBJECTIVE OF STUDY:
• To understand the quality of service provided at VRL Group.
• To determine customer safety and happy with the service quality they had received.
• To determine the level of comfortability provided by the company that results in

happy and comfortability of customers.
• To study the safety measure adapted by company during service provision.
SCOPE OF STUDY:
By studying the service quality about the VRL we can find a solution towards changing the
trends towards consumer preference. Even it make more matters in the future while the
customer in need of the service according to the trends.
Page 6
RESEARCH METHODOLGY:
• Type of research: Descriptive.
• Sample size: 60.
• Sampling Technique: Non probability technique.
• Data Collection: Questionnaire.
LIMITATIONS:
❖ Company didn’t issue all the necessary information.

❖ Find a trouble while collecting the figures towards questionnaire.
❖ Time
Page 7
RESEARCH DESIGN
LITERATURE REVIEW
THEORITICAL BACKGROUND:
Service quality is a primary objective of all the company where it makes customer happy
towards their provided service. Service quality may include like providing safety, health and
hygiene material/product, food & beverages etc… where this all service which are main to
impress the consumers to prefer their service.
Where service has some dimension, they are
Assurance
Responsiveness
Empathy
Tangibility
Reliability
These all dimension says about service quality areas of service, outsource of quality, process
with the quality, and delivering system of quality etc... Are normal faiths in the company
towards service.
Service quality is main thing towards the any organization which the organization can be
success only when service quality is good.
Page 8
Review of the literature
1. “The empirical study of public transport passenger, Behavioral intentions {2012}”

Authors: Sik Sumaedi, Yuda Bakti, Medi Yarmen
Review of literature: This writing audit promoting they have talked about conduct
intension. Leaving the carrier businesses, they have been discovered hardly any
examinations about transportation enterprises. This paper concentrates about the social
of travelers in the open vehicle at Jakarta city. Indeed, even the paper investigates the
connection between traveler conduct intensions and other dormant variables, and the
traveler fulfillment and what they had seen qualities and penance and the administration
quality. Where right now utilized auxiliary condition demonstrating to break down the
conceptualized relationship model with worried to the outcomes that are uncovered as
the apparent worth help quality influences the traveler conduct intension.
2. “Passenger’s satisfaction with public bus transport service in Ghana {2013}”

Authors: Eric N Aidoo, William Agyemang, Jane E Monkah
Review of literature: Where we can discover that the street transport structure is a
piece of day by day exercises of individual people and furthermore it is the fundamental
method of transport in Ghana city. Where in a few pieces of the earth, sole individual
will in general utilize their own vehicles due to not having enough fulfillments with the
open transportation use.in this paper they utilized parallel calculated relapse model to
show the travelers fulfillment with the utilization of open vehicle. By the outcomes they
found a workable pace the general help quality was incredible, acceptable, Moderate
and Poor Respectively. Where in the wake of finding a workable pace consequence of
the exploration paper that travelers fulfillment is with the open vehicle is exceptionally
impacted by transport traffic wellbeing records. In this way they came to roll out the
improvements of arrangements identifying with the travelers wellbeing and solace, just
as passage, and control of crime percentage at the bus stop ought to be improved to hold
existing and draw in the new client where overseeing open vehicle administration work
in lessening travel dread factor.
Page 9
3. “Importance performance analysis and customer satisfaction index for express bus
service {2009}”
Review of literature: This paper completed an examination of consumer loyalty level

towards the open transportation administration gave by consortium express transport
organization. Where they gathered reaction from 200 individuals where 65 were Men,
135 were Women taken an interest right now. Study was led to recognize client saw
factors that should have been organized components that should have been organized
for development. Where even they made thought for drivers and staffs were arranged
as factor as factor. Through this exploration they came to think about the consumer
loyalty with the solace, security and ticket cost. In this way they chose to make a similar
sort of administration given must be kept up. Where right now utilized consumer loyalty
level and they saw as 64.1%. Where this shows generally speaking the transport express
administrations were at a moderate degree of fulfillment.
4. “Managing public transport service operation in reducing travel fear factor {2013}”
Authors: Rohana Sham, Nurazlina Samsudin, Khairuanisa Rahman.
Review of literature: Right now can see that they have clarified about the ladies
wellbeing in basic in a urban region. Where even the examination towards this theme
isn't abundantly directed so we can see where this exploration paper endeavors to fill
the hole. Where right now took most information was gathered through transport
traveler review in 3 Major urban territories in penang island. They solicited to rate the
wellbeing from ladies' as indicated by their discernment dependent on the transport
administration quality and different offices gave in their general vicinity. Through this
study at long last they find a good pace result that the most ladies feel uncertain when
transport isn't on schedule, given assistance quality is low and when the data gave less
with respect to the transport administration.
Page 10
5. “A stated preference experiment for measuring service quality in public

transport{2008}”
Authors: Laura Eboli & Gabriella Maznlla
Review of literature: This writing audit shows that they had builds up an expressed
inclination test that gives an approach to gauge a help quality openly transport. Indeed, even
the paper presents an observational methodology for advancing the expressed inclination
tests allows the ID of the decision choices characterizing the trial by recreatingthe decisions
of an example. By utilizing the data gathered from the test review, aworldwide rationale
model was deliberately surveyed. Where right now model in the method for distinguishing
the significant of administration quality characteristics on worldwide consumer loyalty and
figuring an assistance quality record, in which they gives an operationally engaging
proportion of present or potential help viability.
6. “Measuring service quality A reexamination and Extension {1992}”

Authors: J Joseph Coronin, Jr & Stenen A. Taylor
Review of literature: This writing survey gives the recommendation of the present
operationalization of administration quality jumbles fulfillment and mentalities. Right
now test is taken by
• An elective strategy for operationalizing saw apparent help quality.
• The importance of the connection between administration quality, shopper fulfillment,
and buy goal.
By this test the outcomes recommend that
• Performance based proportion of administration quality might be improved methods

for estimating administration quality develop
• The administration quality is a forerunner of client/shopper fulfillment.
• Consumer fulfillment has a noteworthiness impacts as buy aim.
Page 11
7. “Service quality price perception of service: Influence on world of mouth and revisit
intention {2015}”
Authors: Chih-Hsing Sam Liu, Tingko Lee
Review of literature:
Blueprints were far reaching of the system of advertising hypothesis. Where this
investigation creates and tests an incorporated model of administration quality that builds
up the full of feeling system through which administration quality is related with value view
of administration. The paper shows the example of 484 ease travelers. We saw
administration quality as identified with expanded cost recognition administration as in
results to build the travelers which even makes a triumph through returning to expectation
of the travelers.
8. Customer satisfaction in public bus transport {2009}

Authors: Oktiani Astutio Budiona
Review of literature: Where in this paper the point is to increase a greatness of
comprehension and to make a large consumer loyalty in broad daylight transport.
Evaluating and improving a nature of open transport administration is essential to address
the expanding pace of vehicle proprietorship. Where even the administration quality
characteristics that have a most affecting component towards consumer loyalty's the
subsequent point is to research the structure of administration quality in Indonesia open
transport so as to make need on quality improvement later on.
9. Measuring perceived service quality in urgent transport service

Authors: Lura Martinez Caro, Jose Antonio Martinez Garcia
Review of literature: Right now, the investigation of administration quality has
concentrated on client assessment. The information on customers need and needs as
indicated by the shopper observation with respect to the distinctive develop establishes
ground-breaking data for estimating the organization execution and overseeing key
undertaking.
Page 12
This reality is a troublesome factor in enterprises, for example, the earnest/rise transport
administration segment, in a general situation wherein advancement in the quantity of value
affirmations has been noticeable as of late. The advancement of a legitimate device for
estimating apparent quality right now has been proposed trying a various leveled and
multidimensional model, where administration quality is a higher-request builds hidden
four essential measurements, which are characterized by nine subdimensions.
10. Behavioral intention of public transit passengers- The role of service quality perceived
value, satisfaction and involvement {2011}
Authors: Wen-Tai-Lai, Ching-Fu Chen
Review of literature: In this research paper they said that understanding the behavioral
intention of society transit customer in the transportation is most important, because of
customer loyalty is seemed as main determinants of long term accounting performance.
The paper highlights about, that behavioral intention, the various factors which can
make affect them in other ways.
Page 13
CHAPTER 3
Organizational Study
Page 14
COMPANY PROFILE
The company was started by Mr. Vijay Sankeshwar at Gadag in the year of 1976, The company
was started with small scale business with single truck, after the year passed VRL started
developing and made expansion of his business which is in Hubballi, Bangalore and Belgaum
after all of these expansion of VRL slowly spread through a nationally well-known logistics,
and transportation company which presently have highest fleet owners in India, overall 4779
vehicles, 381 includes passenger trucks, and buses(includes light commercial vehicles).
Company at first it was established with transportation of goods and service. Along with it the
company also started dealing with the business of courier service in the year 1996 and it started
a travels(buses) called vijayananda travels was operating in Karnataka state only, over period
of time goes VRL travels business was also operarated through Karnataka, to Tamilnadu and
Maharashtra.
The company has also a fast-express cargo service, the company recently started Air charted
business in 2008 and recently they have purchased premier aircraft for the company’s special
work purpose, commercial use, and VIP transportation and Advertisement purpose.
The company owns a social media service called Vijaya vani newspaper and Digvijaya as news
deliver channel, the media sector in a shorter period Vijaya vani newspaper has become No1
newspaper in Karnataka. Right now, Mr. Vijay sakeshwar has been joined by his son Mr.
Anand Sankeshwar for bringing up some improved strategies in business and company
development.
Page 15
VISION:
To grow into Premier Company that cuts over many segments and emerges as the torchbearer
of every segment that it ventures into.
MISSION:
To produce a highest quality service to customers by incessantly increasing value potency &
maintaining delivery deadlines. They are committed to produce a top-quality supply services
in systematically at reasonable value, and also a continually improve the same to achieve
customers and attract on a feasible basis.
QUALITY POLICY:
We are committed to provide quality logistics service consistently at reasonable and to

continually improve the same to achieve customers delight on sustainable basis.
ORGANIZATION OBJECTIVE:
• The key objective is to make available goods and service to consumers at a given or
perfect time with given and right quality without delay in service.
• There second objective is to make expansion of their business and concentrate on their
growth of outlets in north side of Indian region.
• To have their own fixed-asset outlet warehouses in allover the big cities of the country.
• To being as always in a NO-1 place in print media, and even to have single/individual
independent print machinery in every state/district.
Page 16
PRODUCT MIX OF VRL LOGISTICS Ltd…
• Income from transportation.
• Income from a travel operation.
• Income from Airlines.
Page 17
• Services (Courier).
• Services (Hotel).
• Income from an advertisement.
SWOT-ANALYSIS
STRENGTH:
• VRL has set an own brand image in the mind of customer from decades.
• The travels are having a greater number of pic up points when compared to other
logistics. They test a high-qualitative service which leads to customer satisfaction.
• VRL Business is having connection network throughout India.
• They have facility of cargo and courier which was recently setup with 24x7 service
facility
• The company inside the management process is very effectual.
• The feedback from the worker and consumer are taken into consideration seriously that
kept company have a greater number of loyal customers.
• The price strategy is always 10% less than other competitors while comparing.
Page 18
WEAKNESS:
• The VRL Company is not having their own outlet hub in some other states.
• The VRL travels are making delay in some location.
• The agents who make easy communication towards customers enquire are less
compared to competitor.
• Sometime the packing function will become failed in rightly packing of material.
• The VRL still fall back in executing the modernized facility in logistic Transport system
and travel.
• The company using only limited usage of advance technology data and information.
OPPORTUNITY
• They have to make expansion their business in North part of India.

• Their service facilities are also to be reached in rural area but not only the urban area.
• The income/profit has to be used utilizing in improvement of quality service to the
consumers.
• The aviation sector development and make the consumer awareness about the
utilization of this sector.
• The Advertisements are to be given about the company service, to build an image in
customer mind.
• They know how to enter into worldwide dispatch rider and courier service.
• They know how to retain their No-1 spot in print media sector.
THREATS:
• More number of competitors.

• No secular government and the policy followed are of fully unethical in manner.
• Continuous rise in fuel price and government taxes has been affected in making out of
pricing strategy.
• The taxes and their various goods transportation are significantly affected on their prof
Page 19
ANALYSIS AND INTREPETATION
1. How much are you satisfied with VRL service provided to you?
Particulars Respondents Percentage
SS 11 18.33
S 41 68.33
N S OR N D 8 13.33
SD 0 0.00
D 0 0.00
60 100
Table 4.1
Analysis: Above says that 68.33% responds are S, 13.33% are N S or N D, 18.33% are S S,
0% are S D, and 0 are D
Page 20
45 41
40
35
30
25
20 No. of respondents
15 11
10 8
18.33% 68.33% 13.33%
Strongly Satisfied Neither or Strongly Dissatisfied

satisfied Nor dissatisfied
Graph 4.1
Interpretation: The above bar graph show the level of satisfaction which the VRl service
provided to the passengers.
Page 21
2 A) Table showing the hygiene cleanness of sitting and coach
SS 10 16.67
S 29 48.33
N S or N D 17 28.33
SD 4 6.67
D 0 0.00
60 100
Table 4.2 (A)
Analysis: Above says that 48.33% responds are S, 16.67% are S S, 28.33% are N S or N D,
6.67% are S D, and 0% are D
Page 22
35
29
30
25
20 17
No. of respondents
15
10
10
4
5
16.67% 48.33% 28.33% 6.67% 00.00%

Graph 4.2 (A)
Interpretation: The above bar graph shows the hygiene cleanness of sitting and coach
compartments in VRL travels where the most people in the survey they are satisfied with the
service towards the company.
Page 23
B) This table is showing the level of satisfaction on online booking
SS 12 20
S 37 61.67
N S or N D 8 13.33
SD 2 3.33
D 1 1.67
60 100
Table 4.2 (B)
Analysis: Above says that 61.67% responds are S, 20% are S S, 13.33% are N S or N D, 3.33%
are S D, and 1.67% are D
Page 24
40 37
35
30
25
15 12
10 8
20% 61.67% 13.33% 3.33% 1.67%

Graph 4.2 (B)
Interpretation: The above bar graph shows the level of satisfaction on online booking
outcomes where most passengers are satisfied with the online booking hence they had been
satisfied with the service of online booking.
Page 25
C) This table is showing the level of health and hygiene of drinking water provided by VRL
SS 5 8.33
S 28 46.67
N S or N D 20 33.33
SD 4 6.67
D 3 5.00
60 100
Table 4.2 (C)
Page 26
30 28
25
20
20
10
8.33% 46.67% 33.33% 6.67% 5.00%

Graph 4.2 (C)
Interpretation: This above graph shows the level of health and hygiene of drinking water
provided is satisfied towards passengers where they got proper water facility with great product
of water which they had preferred.
Page 27
D) This table shows about the safety and hygiene factor
SS 9 14
S 29 48.33
N S or N D 15 25
SD 6 10
D 1 1.67
60 100
Table 4.2 (D)
Analysis: Above says that 48.33% responds are S, 14% are S S, 25% are N S or N D, 10% are
S D, and 1.67% are D
Page 28
35
29
30
25
20
15
15
No. of respondents
10
48.33% 25% 11.67%

14% 10%

Graph 4.2(D)
Interpretation: The above graph shows about the safety and hygiene factor, where we can see
most number of people in the survey have been satisfied with the service factor which theyhave
got towards service what they had preferred.
Page 29
E) This table shows about the employee behavior
SS 10 16.67
S 34 56.67
N S or N D 14 23.33
SD 2 3.33
D 0 0.00
60 100
Table 4.2 (E)
Page 30
40
34
35
30
25
14
15
10
10
16.67% 56.67% 23.33% 3.33% 00.00%

Graph 4.2(E)
Interpretation: The above graph shows about the employee behavior towards passengers
while using the company service, where most people in the survey they have satisfied with the
employee behavior by the company towards customer.
Page 31
3. This table shows about other service which the customer use other than VRL
Particulars Respondents percentage
SRE 6 10
SRS 12 20
KSRTC 36 60
OTHERS 4 6.67
60 100
Table 4.3
Analysis: Above table shows the people use other service

rather than VRL, where SRE is10%, SRS 20%, KSRTC 60%
And Others 6.67%
Page 32
40
36
35
30
25
15 12
10
10% 20% 60% 10.00%
SRE SRS KSRTC OTHERS
Graph 4.3
Interpretation: In graph we can see the most people prefer KSRTC rather than VRL due to
their convenience and available of the KSRTC bus at any time.
Page 33
4. This is the table shows that the service provided during peak
Poor 2 3.33
Better 24 40
Good 29 48.33
Best 5 8.33
60 100
Table 4.4
Analysis: In the 60 overall respondents 48.33% responds on Good service is given, 40%
responds on Better, 8.33% responds on Best and 3.33% responds on Poor service provided.
Page 34
35
29
30
24
25
20
No. of respondents
15
10
3.33% 40% 48.33% 8.33%
Poor Better Good Best
Graph 4.4
Interpretation: The above graph shows the service provided during peak time Good where
the passengers are got good responds and service in the time of peak level where this results
the customer to be accept as Good.
Page 35
5. This table is showing how often they use VRL
Weekly 0 0.0
Monthly 25 41.67
Half yearly 25 41.67
Yearly 10 16.67
60 100
Table 4.5
Analysis: In the overall 60 respondents 41.67% responds on both Monthly and Half-yearly ,
16.67% on Yearly and 0% on Weekly use of service
Page 36
30
25 25
25
20
10
10
0 0.00% 41.67% 41.67% 16.67%
Weekly Monthly Half yearly Yearly
Graph 4.5
Interpretation: Where from the graph we can see people often use VRL service monthly and
half yearly are in the same level according to their convenience period to travel.
Page 37
6. A) This table shows the level of satisfaction with customer relationship manager
Particulars Respondents percentage
SS 10 16.67
S 35 58.33
N S or N D 13 21.67
SD 1 1.67
D 1 1.67
60 100
Table 4.6(A)
Analysis: Above says that 58.33% responds are S, 21.67% N S or N D, 16.67% are S S, 1.67%
are S D, and 1.67% are D
Page 38
40
35
35
30
25
15 13
10
10
16.67% 58.33% 21.67%

Table 4.6(A)
Interpretation: Where graph showing the level of satisfaction with customer relationship
manager in the service where most people are comfortable and feel safe towards the service
hence they got satisfied towards the service.
Page 39
B) This table shows the level of satisfaction with COST
SS 8 13.33
S 30 50
N S or N D 15 25
SD 5 8.33
D 2 3.33
60 100
Table 4.6(B)
Analysis: Above says that 50% responds are S, 25% are N S or N D, 13.33% are S S, 13.33%
are S D and 5% are D
Page 40
35
30
30
25
20
15
10 8
13.33% 50% 25% 8.33% 3.33%
Strongly Satisfied Neither or Nor Strongly Dissatisfied

satisfied dissatisfied
Graph 4.6(B)
Interpretation: From this graph we can see the customer satisfaction with the Cost of VRL
travels, where the most people feel satisfied towards the travel charges due to proper facilities
given with the given fare.
Page 41
C) This table shows the level of satisfaction with TIME MANAGEMENT.
SS 17 28.33
S 28 46.67
N S or N D 10 16.67
SD 5 8.33
D 0 0
60 100
Table 4.6(C)
Page 42
30 28
25
20
17
10
10
28.33% 46.67% 16.67% 8.33% 0 0%

Graph 4.6(C)
Interpretation: Where this table shows the customer satisfaction with the Time Management.
The most people satisfied with the maintenance of time by VRL travels due to perfect time was
maintained towards from starting point to destination point in some cases may vary due to
traffic.
Page 43
D) This table shows the level of satisfaction with FREIGHT SCHEDULE
SS 7 11.67
S 33 55
N S or N D 17 28.33
SD 0 0
D 3 5
60 100
Table 4.6(D)
Analysis: Above says that 55% responds are S, 28.33% are N S or N D, 11.67% are S S, 0%
are S D and 5% are D
Page 44
35 33
30
25
20 17
No. of respondents
15
10
3
11.67% 55% 28.33% 0 0% 5%

Graph 4.6(D)
Interpretation: The graph shows the level of satisfaction with Freight Schedule, where the
most people says that they are satisfied with the service provided by the VRL even in the freight
schedule period.
Page 45
7. This table shows that the VRL team helped you to come out of the problem at the time of
difficult situation
YS 51 85
N 9 15
60 100
Table 4.7
Analysis: Above show Yes responds are 85% and No responds are 15 %
Page 46
60
50 51
40
30 Yes
No
20
10 9
85% 15%
No. of respondents
Graph 4.7
Interpretation: Where from the graph we can find most people answered Yes towards the
travels team helped the customers to come out of the problem at the time of difficult situation.
Where the travels team made easy to come out of the problem what the customer had facing in
the Travels by finding what they had overcome.
Page 47
8. This table shows that the customer prefer VRL service to their
family/friends/neighbor/colleagues
YS 58 96.67
N 2 3.33
60 100
Table 4.8
Analysis: Above show Yes responds are 96.67% and No responds are 3.33%
Page 48
70
60 58
50
40
Yes
30 No
20
10
96.67% 3.33%
No. of respondents
Graph 4.8
Interpretation: This graph shows that the people prefer the VRL travel towards their family,
friends, neighbor and colleagues, where they felt comfortable and reasonable value towards the
travels.
Page 49
9. This table showing rating of VRL travels in maintenance of cleaning in the bus coach
Particulars No. of respondents Percentage
5 5 8.33
4 27 45
3 18 30
2 9 15
1 1 1.67
60 100
Table 4.9
Analysis: In the 60 overall respondents 45% from the given ranking of 4th, 30% from the given
ranking 3rd, 15% from the given ranking of 2nd , 8.33% from the given ranking of 5th, and 1.67%
from the given ranking of 1st
Page 50
30
27
25
20
10
8.33% 45% 30% 15% 1.67%
Highest5 H/M 4 Medium3 M/L 2 Lowest 1
Graph 4.9
Interpretation: From the graph we can see that most people rated 4 towards maintenance of
cleaning in the bus coach from this we can see that customer are satisfied with the maintenance
of the bus.
Page 51
10. This table shows about the satisfaction of VRL travels terms and conditions
YS 54 90%
N 6 10%
60 100
Graph 4.10
Analysis: Above show yes responds are 90% and No responds are 10%
Page 52
60
54
50
40
30 Yes
No
20
10
10%
No. of respondents
Graph 4.10
Interpretation: Graph says that most people are accepted terms and conditions of VRL
Page 53
11. This table shows the level of single lady/single traveler safety while travelling
SS 16 31.67
S 26 43.33
N S or N D 15 25
SD 0 0
D 0 0
60 100
Table 4.11
and 0% are S D & D
Page 54
30
26
25
20
16
15
10
31.67% 43.33% 25% 0 0% 0 0.00%

Graph 4.11
Interpretation: Where the graph show the respondents are satisfied with the level of single
lady/single traveler safety while travelling.
Page 55
12. This table shows the level of maintenance of waiting rooms at VRL
SS 8 13.33
S 24 40
N S or N D 22 36.67
SD 4 6.67
D 2 3.33
60 100
Table 4.12
Analysis: Above says that 40% responds are S, 36.67% are N S or N D, 13.33% are S S, 6.67%
are S D, and 3.33% are D.
Page 56
30
25 24
22
20
15
No. of respondents
10
13.33% 40% 36.67% 6.67% 3.33%

Graph 4.12
Interpretation: The graph show the level of maintenance of waiting rooms at VRL is satisfied
towards the most respondents where the service in the waiting room with cleanliness was in
proper condition which satisfied towards customers.
Page 57
13. This table shows the any up gradation needed towards VRL
YS 14 23.33
N 46 76.67
60 100
Table 4.13
Analysis: Above show Yes responds are 23.33% and No responds are 76.67%
Page 58
50 46
45
40
35
30
25 Yes
20 No
14
15
10
23.33% 76.67%
No. of respondents %
Graph 4.13
Interpretation: Where the most people say they don’t need any up gradation due to the
company itself upgrading themselves in the great way in the great manner.
Page 59
CHAPTER 4
SUMMARY OF FINDINGS, SUGGESTIONS AND
CONCLUSION
Page 60
FINDINGS
• The company is providing the services which make satisfaction towards the customers
are 68.33%
• Even the company maintained the cleanness of sitting and coach are satisfied 48.33%
• From the online booking service 61.67% are satisfied.
• The VRL travels have provided the health and hygiene of drinking water which made
46.67% are satisfied.
• The company has given safety and healthy measure towards all products, which
customer while they are in need. And in this the 48.33% customers are satisfied.
• Even the company has made safety towards single traveler/single lady traveler while
travelling which makes customer feel secured. And the 43.33% are satisfied in this
service
• Even the employee behavior was satisfied with the 56.67% customers.
• We got to know that the most customer use KSRTC bus for travelling.
• The most travelers are said that the service provided at peak time will be Good 48.33%.
• The most travelers use the VRL service at monthly and half yearly.
• The CRM makes a travelers satisfied 58.33 % with all the needs of customer
• Even the 50% customers said that the cost is reasonable, hence that made them to
satisfy.
• 46.67%, Time management is maintained at a good level which made them to satisfy
• 55% are satisfied the service when there is a freight schedule.
• The 85% said Yes towards the VRL team helped you to come out of the problem at
the time of difficult situation.
• Most customers are ready to suggest the VRL Travels.
• VRL travels in maintenance of cleaning in the bus coach the 45% are satisfied.
• 90% of customers are satisfied with the terms and conditions.
• 40% of customer said that maintenance of waiting rooms at VRL are good.
• 76.67% are said No towards the any up gradation needed towards VRL
Page 61
SUGGESTION:
• The Customers who are dissatisfied with the online booking the company need to focus
on them to make satisfy by proving their necessary facilities.
• Some Respondents are dissatisfied with the level of health and hygiene of drinking
water provided by VRL due to not proper maintenance or provided.
• Some members not satisfied with the safety and hygiene where the company need to
analysis their requirements towards it.
• Most people use other buses according to their convenience where the VRL travels are
in not available at all the time. So the company needs to focus on providing more bus.
• Respondents said that the service provided at peak time would be poor due to some
service not available of the service at that time etc... Even the company need to see the
needs and wants of the end-users.
• The members who are dissatisfied and strongly dissatisfied about the CRM where they
didn’t get a proper response from employee. Even the company need to answer or give
some suggestions towards their question.
• Some members are dissatisfied with the cost where they are comparing with the
normal bus fare. Even the company need to focus on fare level.
• People who are dissatisfied with the service provided during freight schedule, where
the travels can’t concentrate on all the customers in the busy time.by this they can take
it consideration to improve themselves by giving proper service.
• Where the most people said No due to some miscommunication etc… they need to
make a proper and good communication to improve.
• People said that they are strongly dissatisfied with time management due to not proper
maintenance time management. The company need to improve their time management
Page 62
CONCLUSION:
From the study on service quality of VRL travels where we can say that the service
quality is primary objective towards customer satisfaction. Service makes a consumer
happy which the service is given from the company. Even the service should according
to all the types of service which the customer prefers at that time which is in trend
towards the service in market.
Studying the SQ data collection by respondents we can say that the respective members
are neither highly satisfied or nor highly dissatisfied by the service, therefore the
company should concentrate on the SQ till they got to know about their customers are
`highly satisfied with the VRL Travels.
Page 63
BIBLIOGRAPHY
Page | 64
REFERENCE
1. Hsu, Chia Lin, Mu Chen Chen, Kuo Chien Chang, and Chuang Min Chao. 2010.
“Applying Loss Aversion to Investigate Service Quality in Logistics: A Moderating
Effect of Service Convenience.” International Journal of Operations and Production
Management 30(5):508–25.
2. Pitt, Leyland F., Richard T. Watson, and C. Bruce Kavan. 1995. “Service Quality: A
Measure of Information Systems Effectiveness.” MIS Quarterly: Management
Information Systems 19(2):173–85.
3. Liu, Chih Hsing Sam, and Tingko Lee. 2016. “Service Quality and Price Perception of
Service: Influence on Word-of-Mouth and Revisit Intention.” Journal of Air Transport
Management 52:42–54.
4. Mentzer, John T., Daniel J. Flint, and G. Tomas M. Hult. 2001. “Logistics Service
Quality as a Segment-Customized Process.” Journal of Marketing 65(4):82–104.
5. Mentzer, John T., Daniel J. Flint, and John L. Kent. 1999. “Dow Jones Interactive
Publications Library.” Journal of Business Logistics 9(1):1–68.
6. Roslan, Nor Atiqah Aima, Eta Wahab, and Nor Hazana Abdullah. 2015. “Service
Quality: A Case Study of Logistics Sector in Iskandar Malaysia Using SERVQUAL
Model.” Procedia - Social and Behavioral Sciences 172:457–62.
7. Sumaedi, Sik, I. Gede Mahatma, Yuda Bakti, and Medi Yarmen. 2012. “The Empirical
Study of Public Transport Passengers’ Behavioral Intentions: The Roles of Service
Quality, Perceived Sacrifice, Perceived Value, and Satisfaction (Case Study: Paratransit
Passengers in Jakarta, Indonesia).” International Journal for Traffic and Transport
Engineering 2(1):83–97.
8. Johnston, Robert. 1995. “Service Failure and Recovery: Impact, Attributes and Process.”
Advances in Services Marketing and Management 4(C):211–28.
9. Anon. n.d. “StockandLambert-WorldClassLSQ-IJLM1992.Pdf.”
10. Aidoo, Eric N., William Agyemang, Jane E. Monkah, and Francis K. Afukaar. 2013.
“Passenger’s Satisfaction with Public Bus Transport Services in Ghana: A Case Study of
Kumasi-Accra Route.” Theoretical and Empirical Researches in Urban Management
8(2):33–44.
11. McAlexander, J. H., D. O. Kaldenberg, and H. F. Koenig. 1994. “Service Quality
Measurement.” Journal of Health Care Marketing 14(3):34–39.
12. Collier, Joel E., and Carol C. Bienstock. 2006. “Measuring Service Quality in E-
Retailing.” Journal of Service Research 8(3):260–75.
13. Ali, Zalina Mohd, Munira Ismail, Nur Riza Mohd Suradi, and Aida Shafawati Ismail.
2009. “Importance-Performance Analysis and Customer Satisfaction Index for Express
Bus Services.” 2009 World Congress on Nature and Biologically Inspired Computing,
NABIC 2009 - Proceedings (2005):590–95.
14. Budiono, Oktiani A. 2009. “Customer Satisfaction in Public Bus Transport: A Study of
Travelers’ Perception in Indonesia.” Service Science Program 56.
15. Kamble, Sachin S. 1998. “Validating the Logistics Service Quality ( LSQ ) Scale in
Indian Logistics Industry.” 1:81–85.
16. Eboli, Laura, and Gabriella Mazzulla. 2008. “A Stated Preference Experiment for
Measuring Service Quality in Public Transport.” Transportation Planning and
Technology 31(5):509–23.
17. Kersten, Wolfgang, and Jan Koch. 2010. “The Effect of Quality Management on the
Service Quality and Business Success of Logistics Service Providers.” International
Journal of Quality and Reliability Management 27(2):185–200.
ANNEXURE
BALANCE SHEET
Balance sheet as on ending of assessment year 31/3/2019 and 31/3/2018
Balance sheet (Rs. Cr.) 31/3/2019 31/3/2018
Sources of funds
Total share capital 90.34 90.34
Share capital 90.34 90.34
Reserves 555.59 502.88
Net worth 645.93 593.22
Secured loan 130.72 68.85
Unsecure loans 0.00 0.00

Total debt 130.72 68.85
Total liabilities 776.65 662.07
Gross block 1081.30 902.79

Less: Accum. Depreciation 376.25 277.83
Net block 705.05 624.96
Capital W-I-P 41.64 7.64
Investments 0.06 0.06

Inventories 29.80 24.13
Sundry debtors 79.53 80.75
Cash and bank balance 13.14 19.35
Total current assets 122.47 124.23
Loans & Advances 108.59 105.37
Total CA, Loans & Advances 231.06 229.60
Current liabilities 174.74 179.89
Provision 26.42 20.30
Total CL & Provisions 201.16 200.19
Net current assets 29.90 29.41
Total assets 776.65 662.07
Contingent liabilities 32.72 46.54

Book value(Rs) 71.50 65.66
QUESTIONNAIRE
1. How much are you satisfied with VRL service provided to you
• Very Unsatisfied
• Unsatisfied
• Neutral
• Satisfied
• Very satisfied
2. How much level you received the good health and hygiene service in the give all
service given below
Very Unsatisfied Neutral Satisfied Very

unsatisfied satisfied
• Sitting and
coach
• Online booking
• Water provided
• Safety and
hygiene
• Employee
behavior
3. Have you used other service than VRL
• SRS
• KSRTC
• SRE
• OTHERS
4. How the service is provided you @ Peak time? When comparing to the normaltime?
• GOOD
• BETTER
• BEST
5. Do you suggest any up gradations in VRL Service
• Yes
• No
If No, Reasons Why
6. How often you use VRL travel service?
• Weekly
• Monthly
• 6 Months
• Yearly
7. How much are you satisfied with the VRL which made impact on you
Very Unsatisfied Neutral Satisfied Very

unsatisfied satisfied
• Cost
• Customer
relationship
management
• Time
management
• Freight
schedule
8. Has VRL team helped you to come out of the problems @ the time of your difficult
situation while using VRL service
• YES
• NO
9. Do you like to prefer VRL travels service to your Friends / Family / Neighbor /
Colleagues
• YES
• NO
If No, Reasons Why
10. How much did you satisfied your journey with comfortable way
• Unsatisfied
• Neutral
• Satisfied
• Very satisfied
11. How much can you rate VRL travels in maintenance of cleaning in the bus coaches
{5 is highest to 1 is low}
• 1
• 2
• 3
• 4
• 5
12. Are you satisfied with the VRL Travelers Cancellation Terms & Conditions towardstheir
service
• Yes
• No
If No, Reasons Why
13. How much did you satisfied about Single lady / Single person safety while travelling inVRL
Travelers
• Unsatisfied
• Neutral
• Satisfied
• Very satisfied
14. How much did you feel the clean maintenance of Waiting Area/Toilets in the VRL
• Unsatisfied
• Neutral
• Satisfied
• Very satisfied

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TABLE OF CONTENTS

CHAPTER NO. CHAPTER NAME PAGE

Chapter 1 Introduction 1-4

Chapter 2 Research Design 5-13

Chapter 3 Organizational Study 14-59

Chapter 4 Summary of Findings, Suggestions and Conclusion 60-63

• Supply Chain Management (SCM)

NEED FOR STUDY:

• To understand the quality of service provided at VRL Group.

• To determine the level of comfortability provided by the company that results in

• To study the safety measure adapted by company during service provision.

• Type of research: Descriptive.

• Sample size: 60.

• Sampling Technique: Non probability technique.

• Data Collection: Questionnaire.

❖ Company didn’t issue all the necessary information.

Where service has some dimension, they are

Review of the literature

1. “The empirical study of public transport passenger, Behavioral intentions {2012}”

2. “Passenger’s satisfaction with public bus transport service in Ghana {2013}”

Review of literature: This paper completed an examination of consumer loyalty level

5. “A stated preference experiment for measuring service quality in public

6. “Measuring service quality A reexamination and Extension {1992}”

By this test the outcomes recommend that

• Performance based proportion of administration quality might be improved methods

8. Customer satisfaction in public bus transport {2009}

9. Measuring perceived service quality in urgent transport service

We are committed to provide quality logistics service consistently at reasonable and to

PRODUCT MIX OF VRL LOGISTICS Ltd…

• Income from transportation.

• Income from a travel operation.

• Income from Airlines.

• Income from an advertisement.

• They have to make expansion their business in North part of India.

• More number of competitors.

ANALYSIS AND INTREPETATION

Particulars Respondents Percentage

18.33% 68.33% 13.33%

Strongly Satisfied Neither or Strongly Dissatisfied

2 A) Table showing the hygiene cleanness of sitting and coach

Particulars Respondents Percentage

Table 4.2 (A)

Strongly Satisfied Neither or Strongly Dissatisfied

Graph 4.2 (A)

B) This table is showing the level of satisfaction on online booking

Particulars Respondents Percentage

Table 4.2 (B)

20% 61.67% 13.33% 3.33% 1.67%

Strongly Satisfied Neither or Strongly Dissatisfied

Graph 4.2 (B)

Particulars Respondents Percentage

Table 4.2 (C)

8.33% 46.67% 33.33% 6.67% 5.00%

Strongly Satisfied Neither or Strongly Dissatisfied

Graph 4.2 (C)

D) This table shows about the safety and hygiene factor

Particulars Respondents Percentage

Table 4.2 (D)

48.33% 25% 11.67%

Strongly Satisfied Neither or Strongly Dissatisfied

E) This table shows about the employee behavior

Particulars Respondents Percentage

Table 4.2 (E)