UNVEILING CUSTOMER EXPERIENCE : A STUDY ON

SATISFACTION WITH SAHARA TRAVELS AND SPEED

PARCEL SERVICE IN TAMIL NADU

A PROJECT REPORT
Submitted by

NIZAR AHMED MAK

(20301028)

In partial fulfillment for the award of the degree

of
BACHELOR OF BUSINESS ADMINISTRATION
IN
SCHOOL OF MANAGEMENT

PADUR
CHENNAI – 603 103
MAY 2023

1
 PADUR, CHENNAI - 603 103

BONAFIDE CERTIFICATE

Certified that this project report titled “UNVEILING CUSTOMER EXPERIENCE : A STUDY ON
SATISFACTION WITH SAHARA TRAVELS AND SPEED PARCEL SERVICE TAMIL NADU” is
the bonafide work of “NIZAR AHMED MAK (20301028)”who carried out the project work under my
supervision. Certified further that to the best of my knowledge the work reported here does not form part of
any other project / research work on the basis of which a degree or award was conferred on an earlier
occasion on this or any other candidate.

SUPERVISOR HEAD OF THE DEPARTMENT

Dr. Rhytheema Dulloo Dr. M. K. Badrinarayanan, PhD

Assistant Professor (S.G) Prof. & Head
School of Management School of Management
Hindustan Institute of Technology and Hindustan Institute of Technology and
Science, Padur Science, Padur

DEAN
Dr.Karuppasamy Ramanathan, PhD
Dean,
School of Management
Hindustan Institute of Technology & Science,
Padur

The Project Viva-Voce Examination is held on _______________

INTERNAL EXAMINER EXTERNAL EXAMINER

2
 DECLARATION

I, NIZAR AHMED MAK , hereby declare that the project entitled “UNVEILING CUSTOMER
EXPERIENCE : A STUDY ON SATISFACTION WITH SAHARA TRAVELS AND SPEED PARCEL
SERVICE TAMIL NADU” which I am submitting to the Hindustan Institute of technology & Science in
partial fulfillment of the requirement for the degree in Bachelor of Business Administration (BBA) is an
authentic work done by me under the guidance of Dr.RHYTHEEMA DULLOO, Assistant professor (S.G),
School of Management, Hindustan Institute of Technology & Science, Chennai – 603 103

PLACE: CHENNAI
DATE:

SIGNATURE

3
 ACKNOWLEDGEMENT

First and foremost, I would like to thank the Lord Almighty for His presence and immense blessings
throughout the project twork.I wish to express my deep sense of gratitude to Dr. Elizabeth Verghese,
Founder Chancellor,Dr. AnandJacob Verghese,ChancellorandMr.Ashok Verghese,Pro-Chancellorof the
Hindustan Institute of Technology and Science for providing us the academic infrastructure to pursue this
BBA Programme.I am glad toexpress mysincerere spects toDr.S.N.Sridhara,Vice Chancellor,HITS,for
driving project-based learnings the most important element of our learning experience in the university.
I wish to express my heart felt gratitude to Dr .Muthukumar Subramanian, Registrar, for giving me this
opportunity to bring out and implement my ideas in this project.I wish to express my heart felt gratitude to
Dr. Karuppasamy Ramanathan, Dean, School of Management for his valuable support and encouragement in
carrying out this project work.I wish to express my sincere gratitude to Dr. M. K. Badrinarayanan, Head,
School of Management for his valuable support and encouragementin carrying out this project work.
I would like to thank my project guide Dr. Rhytheema Dulloo, for the continuous guidance,active
contributions in my project by giving valuable suggestions throughout to complete this project work.
I would like to thank all the technical and teaching staff of the School of Management, who have been
supportive al l through this journey of BBA. Last, but not the least, I am deeply indebted to my parents who
have been the greatest support for all my academic pursuits.

4
 ABSTRACT

The study aimed to assess the level of customer satisfaction with the services provided by
Sahara Travels and Speed Parcel Service in Tamil Nadu. Customer experience (CX) has
become a critical aspect of business success in today's highly competitive market. This study
aims to unveil the customer experience and satisfaction levels with Sahara Travels and Speed
Parcel Service, two prominent transportation and logistics providers operating in Tamil Nadu,
India. The research used a quantitative research design and collected data through a structured
questionnaire administered to a sample of 102 customers. The study found that overall
customer satisfaction with the services provided by Sahara Travels and Speed Parcel Service
was moderate. However, there were areas where customers expressed dissatisfaction,
including the level of communication, reliability, and speed of service. The study recommends
that the companies should focus on improving their communication with customers, ensuring
the timely delivery of parcels, and enhancing the reliability of their services to increase
customer satisfaction. This study provides valuable insights for Sahara Travels and Speed
Parcel Service to enhance their customer experience strategies. By understanding the specific
attributes that influence customer satisfaction, these companies can prioritize areas for
improvement and tailor their service offerings accordingly. Furthermore, the findings
contribute to the broader field of customer experience research by highlighting the
significance of individual service attributes and their impact on customer satisfaction in the
transportation and logistics industry.

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 TABLES OF CONTENTS

PAGE
CHAPTER CONTENTS
NO.

INTRODUCTION

1. OBJECTIVES OF THE STUDY 9 - 15

SCOPE OF THE STUDY

LIMITATION OF STUDY

2. INDUSTRY PROFILE 16

COMPANY PROFILE 21
3.

4. REVIEW OF LITERATURE 23

5. RESEARCH METHODOLOGY 26

6. DATA ANALYSIS AND INTERPRETATIONS 29

7. FINDINGS AND CONCLUSIONS 47

8. RECOMENDATION AND SUGGESSION 49

REFERENCES 51

BIBLIOGRAPHY 52

9. ANNEXURE-QUESTIONNAIRE 53

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 LIST OF TABLES

TABLE NO. TABLE NAME PAGE NO.

1 AGE 30

2 GENDER 31

3 EDUCATIONAL QUALIFACTION 32

4 OCCUPATION 33

5 PESPONSE OF HOW OFTEN THEY USE 34

6 ANALYSIS OF OVERALL SERVICES 35

7 ANALYSIS OF PUNCTUALITY 36

8 ANALYSIS OF CUSTOMER SERVICE 37

9 ANALYSIS OF PRICING 38

10 ANALYSIS OF ISSUES 39

11 ANALYSIS OF BOOKING 40

12 ANALYSIS OF RECOMMEND SERVICES 41

13 ANALYSIS OF FUTURE 42

14 ANALYSIS OF TYPES 43

15 ANALYSIS OF SATISFACTION ON 44
PLACING

16 ANALYSIS OF SATISFACTION ON ORDER 45

17 ANALYSIS OF PRICING 46

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 LIST OF CHART

CHART NO. CHART NAME PAGE NO.

1 AGE 30

2 GENDER 31

3 EDUCATIONAL QUALIFACTION 32

4 OCCUPATION 33

5 PESPONSE OF HOW OFTEN THEY USE 34

6 ANALYSIS OF OVERALL SERVICES 35

7 ANALYSIS OF PUNCTUALITY 36

8 ANALYSIS OF CUSTOMER SERVICE 37

9 ANALYSIS OF PRICING 38

10 ANALYSIS OF ISSUES 39

11 ANALYSIS OF BOOKING 40

12 ANALYSIS OF RECOMMEND SERVICES 41

13 ANALYSIS OF FUTURE 42

14 ANALYSIS OF TYPES 43

15 ANALYSIS OF SATISFACTION ON PLACING 44

16 ANALYSIS OF SATISFACTION ON ORDER 45

17 ANALYSIS OF PRICING 46

8
 CHAPTER – 1

INTRODUCTION

9
CUSTOMER SATISFACTION:

Customer satisfaction is a term frequently used in marketing in a measure of how product and
service supplied by a company meet or surpass customer expectation. Customer satisfaction is
defined as “the number of consumer, or percentage of total consumer, whose reported experience
with a firm, its goods, or its service exceeds specified satisfaction goals. It is seen as a key
performance indicator within a business and is often part of balanced score rate. In a competitive
market place where business compete for customers and customer satisfaction with their
products or goods, customer satisfaction is seen as key differentiator and increasingly has
become a key element of business strategy in many organizations. Gaining new customer costs
more than retaining a company’s current customers. This puts into perspective how vital
customer satisfaction is. Rather than spending huge amounts of money on acquiring new
consumers, spend a fraction of it on improving your existing processes and systems to retain
customers. This will go a long way in saving costs and growing your business revenue.
firm generally ask customers whether their product or service has met or exceeded expectation.
Thus, expectations are a key factor behind satisfaction. When customer have high expectations
and the reality falls, short they will be disappointed and will likely rate their experience as less
than satisfying.
Customer satisfaction is measured by how well a company’s goods or services meet customer
expectations, customer satisfaction rating can have powerful effects. They focus employees on
the importance of fulfilling customer’s expectations to the best. when these rating dip, they
aware of problem that can affect sales. When a brand has loyal customers, it gains positive word-
of-mouth marketing, which is both free and highly effective”.

10
ADVANTAGES OF CUSTOMER SATISFACTION:

Customer comments, suggestions and responses about a company's products, business practices
and customer service orientation are one of the biggest advantages of customer feedback surveys
Critical inputs and answers can help a company to develop better customer retention programs

Gathering current customer feedback of a company in various aspectscan helps in staying on the
top of customer trends,It is always useful to acquire insight into how your customers are
currently reacting to all aspects of your business. Continuous feed back from the customer over a
period of time can helps a company to determine if any changes need to be made in their
products. Continuous survey could shows a company that cares about their customers

Feedback- Customer feedback in the form of answers, comments and suggestions about a
company's products, business practices and customer services is one of the major benefits of a
customer satisfaction survey

Desired Improvements- If feedback is antical or negative on any aspect, quick measures can be
taken to bring about the desired improvements or address grievances and placate relevant
customers

Better Innovation- Analysis of customer feedback surveys and the information, collected
becomes the basis for customer intelligence. Used strategically, such intelligence can be used to
drive innovation efforts and initiatives at the company.

Greater Customization- A customer satisfaction survey also shows critical insights about
different customer segments and products so that services and marketing approaches can be
tailored accordingly.

Long-Term Relationship-Customer satisfaction surveys enable companies to consistently and

better address customer needs and expectations, maintain brand reputation and facilitate long-
term relationships with customers.

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DISADVANTAGES OF CUSTOMER SATISFACTION:

Surveys may be simple to complete, however, some people simply don’t like to complete them.
Taking surveys too often can irritate customers and lead to customer burnout. Customer burnout
can result in low response rates or result in lower satisfaction scores, and might affect in sales of
the company

When taking an online survey or a phone survey (or any type of survey), it is hard for your
customers to believe that they aren’t being tracked. Because of insecurities of releasing private
information, customers today are hesitant in giving out information. Make certain to assure
customers that the information they provide in response to your customer satisfaction surveys
will not be used. Without this disclaimer, it may be difficult to receive a grate customer response
rate

BENEFITS OF CUSTOMER SATISFACTION:

The benefits of customer satisfaction are various, including increased competitiveness and
growth. Customer satisfaction is essential to keeping current consumers and retaining new ones.
Dissatisfied customers are a retention risk.

When a customer is satisfied, they believe in the brand and become loyal. These customers buy
products or services from the business repeatedly and form a major part of the company’s
income.

Satisfied customers are more likely the support pillars to a business, as they stand in the times of
crisis and wants to see its re-growth and development. Business that focussing on customer
satisfaction regularly have healthy sales and income.

Satisfied customer stay loyal and interacts with the business. The repeatedly buy products or
services of a company and make recommendations to their colleagues, friends, and families.

12
 OBJECTIVES OF THE STUDY

The objectives of a study on customer satisfaction at Sahara Travels and Speed Parcel Service
Tamil Nadu may include:

 To evaluate the overall level of customer satisfaction with the services provided by
Sahara Travels and Speed Parcel Service Tamil Nadu.
 To identify the factors that contribute to customer satisfaction, such as the quality of
services, pricing, customer service, and convenience of using their services.
 To identify areas of improvement for Sahara Travels and Speed Parcel Service Tamil
Nadu, based on feedback from customers
 To compare the level of customer satisfaction between Sahara Travels and Speed Parcel
Service Tamil Nadu and their competitors in the market
 To provide recommendations to Sahara Travels and Speed Parcel Service Tamil Nadu
for improving customer satisfaction and gaining a competitive advantage in the market .
 Identify the areas of strength and weakness in the services provided, as perceived by
customers.
 Compare customer satisfaction levels at Sahara Travels and Speed Parcel Service with
industry benchmarks
 Summarize the findings of the study and provide actionable insights for management.
 Offer recommendations for ongoing monitoring and measurement of customer
satisfaction.
 Identify areas where the company outperforms competitors and areas for improvement
 Suggest methods for regularly obtaining customer feedback to ensure continuous
improvement.

13
 SCOPE OF THE STUDY

The scope of the study on customer satisfaction at Sahara Travels and Speed Parcel Service in
Tamil Nadu would typically include the following elements:

 This study is an analysis of customer satisfaction of different Products and

Services of Sahara Travels and Speed Services.

 This study is carried out by surveying 102 new random students deliberately
because the objective of the study is to get clear understanding to brand image
in public and to create Brand awareness.

 This study is carried out by passing E-survey forms among friends and mutual
friends.
 The study will assess customer satisfaction with the services provided by Sahara Travels
and Speed Parcel Service. This may encompass various services offered by the company,
such as transportation services, parcel delivery, customer support, and related activities.
 The study may employ various data collection methods, such as surveys, or focus groups,
to gather customer feedback and opinions. The methods should be selected based on their
suitability for capturing customer satisfaction data effectively.
 Based on the study findings, the scope may include providing recommendations and
implications for Sahara Travels and Speed Parcel Service to improve customer
satisfaction levels. These recommendations could be in the form of actionable steps,
strategies, or initiatives that the company can implement to enhance customer satisfaction
and loyalty.

14
 LIMITATIONS OF THE STUDY

Here are some limitations that could apply to a study on customer satisfaction at Sahara
Travels and Speed Parcel Services in Tamil Nadu:

 The project report subjected to the customers satisfaction in sahara parcel service.
 The study covers customers only from Chennai region, however other offices are
located at Delhi and Mumbai.
 The sample size was limited to 102 only. Hence , reliability of data was lacking to
some extent.
 During the survey, many customers school of thought was distort about “Sahara
Travels and Speed Parcel” due to lack of knowledge about the brand.
 The analysis is based on customer’s knowledge at the time of survey prepositions
and conclusion are rested on limited data.
 The establishment chosen for survey are diversified, hence has variations in result
 The study's focus on customer satisfaction may not capture all aspects of Sahara
Travels and Speed Parcel Services' operations. Certain crucial factors contributing
to customer satisfaction, such as pricing, service reliability, or technological
infrastructure, may not be adequately addressed or measured within the study's
scope.

It is crucial to acknowledge these limitations to interpret the study's findings accurately

and consider potential mitigations while designing the research methodology.

15
 CHAPTER – 2

INDUSTRY PROFILE

16
Industry Profile: Transportation and Logistics Industry in India

Introduction
The transportation and logistics industry in India serves as the backbone of its economy,
facilitating the movement of goods and people across vast geographical distances. With a
population of over 1.3 billion people and a rapidly growing economy, India relies heavily on
an efficient and robust transportation and logistics network. This section aims to provide an
in-depth profile of the transportation and logistics industry in India, highlighting its
significance, key players, infrastructure, challenges, government initiatives, and future
prospects.

Significance of the Transportation and Logistics Industry in India

The transportation and logistics industry in India plays a pivotal role in the country's
economic development and social integration. It enables the efficient movement of goods
and services, ensuring timely delivery and accessibility across various regions. With a
diverse and expansive geography, efficient logistics networks are crucial for reducing
transportation costs, increasing trade, and promoting industrial growth. The industry's
significance is particularly evident in sectors such as manufacturing, retail, e-commerce,
agriculture, and pharmaceuticals.

Key Players in the Transportation and Logistics Industry in India

The transportation and logistics industry in India consists of several key players that
contribute to different aspects of the supply chain. These players include transportation
service providers, logistics companies, freight forwarders, courier and parcel delivery
services, warehousing and storage providers, and third-party logistics (3PL) companies.
Some of the major players in India's transportation and logistics industry include:

a. Indian Railways: As one of the largest railway networks in the world, Indian Railways
provides a crucial mode of transportation for both freight and passengers. It connects the
remotest corners of the country and handles a significant portion of the freight movement.

17
b. Shipping Corporation of India (SCI): SCI is the country's premier shipping company,
operating both domestically and internationally. It plays a crucial role in maritime
transportation, facilitating trade and connecting India with the rest of the world.

c. Container Corporation of India (CONCOR): CONCOR is a public-sector undertaking

that specializes in containerized cargo movement. It operates a vast network of inland
container depots (ICDs) and facilitates efficient multimodal transportation.

d. Blue Dart Express Limited: Blue Dart is a leading courier and integrated air express
package distribution company in India. It provides time-definite delivery services and is
known for its extensive reach and reliability.

e. Gati Ltd: Gati is a prominent logistics company in India, offering end-to-end supply
chain solutions, including express distribution, warehousing, and e-commerce logistics.

Infrastructure and Connectivity

Efficient infrastructure and connectivity are crucial for the smooth functioning of the
transportation and logistics industry. India has been making significant strides in improving
its infrastructure, particularly in the transport sector. However, challenges still exist, and
further investments are required to meet the growing demands of the industry. Key aspects
of India's transportation and logistics infrastructure include:
Efficient infrastructure and robust connectivity are crucial components for the growth and
development of the transportation and logistics industry in India. As the country's economy
continues to expand, the demand for seamless movement of goods and services across
various regions becomes increasingly vital. This section aims to provide an in-depth analysis
of the infrastructure and connectivity in the transportation and logistics industry in India,
highlighting key modes of transportation, infrastructure development initiatives, challenges,
and future prospects.

Road Infrastructure

18
India possesses one of the largest road networks globally, serving as a vital mode of
transportation for both goods and passengers. The National Highways Development Project
(NHDP) launched by the Indian government has been instrumental in expanding and
upgrading the road infrastructure. Key features of India's road infrastructure include:
a. National Highways: The NHDP focuses on the development of national highways to
enhance connectivity and reduce travel times. It includes the construction of new highways,
widening of existing roads, and the implementation of advanced technologies for efficient
traffic management.

b. Expressways: The development of expressways, such as the Delhi-Mumbai Industrial

Corridor (DMIC) and the Eastern Peripheral Expressway, aims to provide high-speed
connectivity between major economic hubs, reducing transportation costs and enhancing
logistics efficiency.

c. Rural Connectivity: Efforts have been made to improve rural connectivity through
initiatives like the Pradhan Mantri Gram Sadak Yojana (PMGSY). This program aims to
connect rural areas with all-weather roads, enabling better access to markets and economic
opportunities.

Despite these infrastructure development initiatives, challenges such as inadequate

maintenance, traffic congestion, and last-mile connectivity issues persist and require
attention.

Rail Infrastructure
Indian Railways, with its vast network, plays a significant role in the transportation and
logistics industry. It serves as a critical mode for both freight and passenger transportation.
Key aspects of India's rail infrastructure include:

a. Dedicated Freight Corridor (DFC): The DFC project is a game-changer in the rail
sector, aiming to create dedicated corridors for freight movement. The Western DFC and

19
Eastern DFC will provide efficient and faster connectivity between major industrial regions,
reducing transit time and logistics costs.

b. Containerization: Indian Railways has been focusing on promoting containerization to

enhance the efficiency of freight transportation. The introduction of specialized container
trains and the development of rail-linked inland container depots (ICDs) have facilitated
seamless intermodal connectivity.

c. High-Speed Rail (HSR) Projects: India has embarked on the development of high-speed
rail corridors, such as the Mumbai-Ahmedabad HSR project. These projects aim to provide
fast and efficient connectivity between major cities, supporting the growth of industries
along the corridors.

Despite these advancements, challenges such as network congestion, limited last-mile

connectivity, and the need for technology upgradation remain areas of concern for Indian
Railways.

Port Infrastructure
Ports and maritime connectivity play a crucial role in facilitating international trade and the
movement of goods in the transportation and logistics industry in India. Key features of
India's port infrastructure include:

a. Major Ports: India has a network of major ports, including Jawaharlal Nehru Port Trust
(JNPT), Chennai Port, Kolkata Port, and Paradip Port. These ports handle a significant
portion of India's total maritime trade and are being modernized to enhance capacity and
efficiency.

b. Sagarmala Project: The Sagarmala initiative aims to harness the potential of India's
coastline and inland waterways to drive economic growth. It focuses on port-led
development, coastal community welfare, and the development of inland waterways to
improve connectivity.

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 CHAPTER – 3

COMPANY PROFILE

21
 COMPANY PROFILE

SAHARA TRAVELS AND SPEED PARCEL SERVICE TAMIL

NADU

The SAHARA TRAVELS AND SPEED PARCEL SERVICE TAMILNADU was started by
Mohamed Adam in 2011 as a sole – proprietor of the firm . which is located in Broadway,
Chennai .

 Sahara travels and speed parcel services is a perfect choice for travelers and people who
wants to deliver goods to their loved ones from the place they live to their required
destination.
 The company offer speed parcel delivery services for individual and businesses . it
provide domestic delivery services for small to large parcels, ensuring timely and secure
delivery
 Sahara Travels and Speed Parcel Services provides a range of transportation services,
including courier services, bulk transportation, and refrigerated transportation. It has a
fleet of well-maintained vehicles and experienced drivers to ensure safe and timely
delivery of goods
 They have 2 head office and 18 sub offices which help us improving good and fast
services
 Head office was located at Chennai and kayalpattinam . there are 50 + people working in
our company for safe loading and unloading of goods.
 Container trucks are used to carry goods like heavy materials, hardware products,
vehicles etc.
 The company has a team of experienced professionals who are dedicated to ensuring
customer satisfaction. Its focus on quality and customer service has helped it build a
strong reputation in the industry

22
 CHAPTER – 4

REVIEW OF LITERATURE

23
 REVIEW OF LITERATURE

 CUSTOMER SATISFACTION : Is an important aspect and becomes a key to run a

successful business (Krivobokova,2009).
It also becomes the most important focus area for world wide companies.If customers are
satisfied with the product they will repeat purchasing, showing loyalty and telling good
things to other people. Otherwise, theywill move to another brand or may complain and
express their dislikes tothe company and others. It can have a long term impact on
company's image.

 UNDERSTANDING SATISFACTION (KOTLER 2002) is the level of a person's

feelings after comparing the performance or perceived results compared with
expectations .Definition satisfaction is a value of one's feelings whether satisfying or
disappointing produced by a processor appearance of a product desirable to the expected
values.

• KOTLER AND ARMSTRONG (2012) defined that "customer satisfaction is the

extent to which product's perceived performance matches the buyer's expectations."
Customer satisfaction consists of several indicators, namely loyalty, satisfaction,
repurchase interest, small desire to make a complaint, the willingness to recommend the
product and the reputation of the company.

 CROSBY, EVANS AND COWELS AND KIM AND CHA (2010) state that that
customer satisfaction is defined as an experience based on customer evaluations or
evaluations, namely reality greater than expectations, factors that influence customer
satisfaction if expectations are smaller than reality then the customer is not satisfied,
whereas if the reality is greater than

 KOTLER AND KELLER (2008) expressed satisfaction is feeling happy or

disappointed someone emerged after comparing between perception on the performance

24
 or the results of a product and hope. Satisfaction is a function of perception impression of
the performance hope

 S DAS PRASUN, 2009 Customer Satisfaction Index) to study customer satisfaction at

the company industry and macroeconomic levels. This paper focuses only on customer
satisfaction studies that are related to retailing and does not survey the literature that
studies the design of satisfaction survey instruments, as there is no control over survey
design.
The basic tenet of this literature on customer satisfaction is voluminous and spans several
areas such as marketing, management and accounting. For example, numerous papers use
the ACSI (American research stream is that higher service quality improves customer
satisfaction, resulting in better financial performance, although the mechanism by which
this improvement happens vary.

 KURIAWAN (2010) customer satisfaction can change over the period of its time. It is a
dynamic process. The individual description about the product or services. Performance
leads to customer satisfaction in the present dates retail business ensuring customer
satisfaction in delivering the right product and services to the end users is the major
concern for the future growth for the organization in the present study. Attempt is made to
find out customer satisfaction during purchase and retail outlet based on customer survey.

 V' laeboueci et al (2018) provide precise definitions of services quality vs customer

satisfaction. They contend that service quality should not be confused with customer
satisfaction. But that satisfaction is a positive outcome of providing goodservices.

 Sulek (2015) find that customer satisfaction positively effects sales per labour hour at
achain of 46 retail stores. Find the positive association between customer satisfaction
at the company level and Tobins' q (long run measures of financial performance) for
departmental stores and supermarket
 On other hand, Munnusamy (2009) mentioned that service quality could be defined as
the customer expectation of the service with perception of the service receipt .

25
 CHAPTER – 5

RESEARCH METHODOLOGY

26
RESEARCHMETHODOLOGY:

The research is a way to systematically solve the research problem. It may be understood as a
science to studying how research is done scientifically, we study various step that the generally
adopted researcher in studying his research problem along with the logic behind them. It is
necessary for their researcher to know not only research but also methodology.

The study of conducting research is Research methodology.

Research : the word is composed of two syllables “Re” and “Search” “Re is the prefix meaning
again or over again or a new and “Search” is the latter meaning to examine carefully or test and
try .
Together they form a careful, systematic, patient study and investigation in some field of
knowledge undertaken to establish principle policies

Research can also be defined as :

1. Search for knowledge

2. Systematic and scientific search for getting relevant answers on any taken up specific
topic
3. Scientific enquiry into a subject
4. Research is a movement from the unknown to the known
5. It is the voyage of discovery

DATA COLLECTION:

Primary data is collected in order to conduct the study. Survey method is used to collect data
from the 102 samples. Structured questionnaires are used for the study.

27
TYPES OF DATA

PRIMARY DATA:

Primary data consists of original information for specific purpose. The primary data for the study
was collected through direct survey with respondents guided by a structured questionnaire

SECONDARY DATA:

Secondary data consists of information that already exists somewhere, which has been collected
for specific purpose in this study. The secondary data for this study is collected from various
books, websites, magazines , journals , newspaper and organization brochures.
Sampling technique : CONVIENCE SAMPLING
POPULATION AND SAMPLE:

A population is refers to an entire group that want to draw conclusion about. A sample is the
specific group that you will collect data from. The size of the sample is always less than the size
of the population

SAMPLING TECHNIQUE – Convenience Sampling

SAMPLE SIZE:

Questionnaires were distributed to 102 respondents which is a good and sufficient samply size
for the analysis of the subject

TABLES AND DIAGRAM :

 Tables are used appropriately to list the qualitative and quantitative data
 Pie charts is used intelligently to add clarity and understanding other interpreted data

28
 CHAPTER – 6

DATA ANALYSIS AND

INTERPRETATIONS

29
QUESTION 1 : NAMES

QUESTION 2 :

TABLE 1 - AGE ANALYSIS

S.No AGE RESPONSE PERCENTAGE

1 18-28 69 67.6
2 28-38 17 16.7
3 38-48 8 7.8
4 48 & above 8 7.8

TOTAL 102 100

FIGURE - 1

Interpretation:

 From the above chart , we find that large number of people of younger age that’s is
67.6%
 But there is sudden decline when we talk about the age group of 28-38, 38-48 , and 48
above
 102 people answered this question out of 102

30
 QUESTION 3:

TABLE 2 - GENDER ANALYSIS

S.No GENDER RESPONSE PERCENTAGE

1 MALE 67 65.7
2 FEMALE 35 34.3

TOTAL 102 100

FIGURE - 2

Interpretation:
 Male participants in the survey are higher in count as compared to female participants.
(i.e. 65.7 %).
 And female participants are 34.3 %.
 102 people answered this question out of 102

31
 QUESTION 4:

TABLE 3 - EDUCATIONAL QUALIFICATION ANALYSIS

S.No QUALIFICATION RESPONSE PERCENTAGE

1 UG 50 49
2 PG 21 20.6
3 HIGH SCHOOL 14 13.7
4 DIPLOMA 6 5.9
5 OTHERS 11 10.8

TOTAL 102 100

FIGURE-3

Interpretation:
From the above pie chart it can be inferred that out of the 102 respondents
 49 % are from UG
 20.6 % are from PG
 13.7% are from HIGH SCHOOL
 10.8 are from OTHERS
 are from DIPLOMA

32
 QUESTION 5:

TABLE 4 - OCCUPATION ANALYSIS

S.No OCCUPATION RESPONSE PERCENTAGE

1 STUDENT 59 57.8
2 PRIVATE JOB 18 17.6
3 GOVERNMENT JOB 13 12.7
4 HOME MAKER 12 11.8

TOTAL 102 100

FIGURE-4

Interpretation:
 57.8 % are STUDENTS
 17.6 % are working in PRIVATE JOBS
 12.7 % are working in GOVERNMENT JOBS
 11.8 % are HOME MAKER

The majority customers for SAHARA TRAVELS is students and private job peoples

33
 QUESTION 6:

TABLE 5 :RESPONSE OF HOW OFTEN THEY USE

S.No HOW OFTEN RESPONSE PERCENTAGE

1 VERY FREQUENTLY 44 43.6
2 OCCASIONALLY 33 32.7
3 RARELY 24 23.8

TOTAL 101 100

FIGURE -5

Interpretation:

 43.6 % of customers are very frequently using services of SAHARA TRAVELS.

 32.7 % of a customers are occasionally using services of SAHARA TRAVELS
 23.8 % of a customers are rarely using services of SAHARA TRAVELS
Very less numbers of customers are using services of SAHARA TRAVELS very
frequently .

34
 QUESTION 7:

TABLE 6 :ANALYSIS OF OVERALL SERVICES

S.No OVERALL SERVICE RESPONSE PERCENTAGE

1 EXCELLENT 42 41.2
2 GOOD 34 33.3
3 AVERAGE 18 17.6
4 POOR 5 4.9
5 VERY POOR 3 2.9

TOTAL 102 100

FIGURE -6

Interpretation:
From the above pie chart we can clearly see that majority of the respondents are rating the
overall service is EXCELLENT with 41.2 % of respondents. it shows the quality and hardwork
of SAHARA TRAVELS.
 33.3 % have given good rating
 17.6 % have given average rating and,
 3.9 % have given poor and very poor rating

35
 QUESTION 8:

TABLE 7 : ANALYSIS OF PUNCTUALITY

S.No PUNTCUALITY RESPONSE PERCENTAGE

1 EXCELLENT 47 46.1
2 GOOD 42 41.2
3 AVERAGE 12 11.8
4 VERY POOR 1 1

TOTAL 102 100

FIGURE-7

Interpretation:
Punctuality is a simple concept: it mean showing up when you say you will
When you are punctual it signals that you will going to earn more customers
Here, the punctuality is excellent as shown in figure above
 46.1% of excellent
 41.2 % of good
 11.8 % of average
 1% of very poor

36
 QUESTION 9:

TABLE 8 : ANALYSIS OF CUSTOMER SERVICE

S.No CUSTOMER SERVICE RESPONSE PERCENTAGE

1 EXCELLENT 45 44.1
2 GOOD 43 42.2
3 AVERAGE 10 9.8
4 POOR 4 3.9

TOTAL 102 100

FIGURE-8

Interpretation:
Customer service is the support you offer your customers both before and after they buy and use
your products or services that help them have an easy and enjoyable experience with you. If the
customer service is bad means your business will be go down.
Here , the overall customer service is excellent – 44.1%

37
QUESTION 10:

TABLE 9 : ANALYSIS OF PRICING

S.No PRICING RESPONSE PERCENTAGE

1 VERY SATISFIED 44 43.1
2 SATISFIED 32 31.4
3 NEUTRAL 20 19.6
4 DISSATISFIED 2 2
5 VERY DISSATISFIED 4 3.9

TOTAL 102 100

FIGURE-9

Interpretation:
A completely satisfied customer is a gem for the business . because satisfiying a customer is hard
 43.1% of the peoples are very satisfied with the pricing of the service and it was good
number.
 31.4% of the peoples are satisfiedwith the pricing of the service
 19.6 % of the peoples areneutral with the pricing of the service

38
QUESTION 11:

TABLE 10 : ANALYSIS OF ISSUES

S.No ISSUES RESPONSE PERCENTAGE

1 YES 46 45.1
2 NO 41 40.2
3 MAYBE 15 14.7

TOTAL 102 100

FIGURE-10

Interpretation:
It is inferred that almost 45 % of people are facing some issues with sahara travels service .they
should be contact and their problems should be rectified . this will satisfy customers and give
value to sahara company.
 40.2 % are NOT facing any issues
 14.2 % are MAYBE facing

39
QUESTION 12:

TABLE 11 : ANALYSIS OF BOOKING

S.No BOOKING RESPONSE PERCENTAGE
1 VERY EASY 47 47
2 SOMEWHAT EASY 30 30
3 NEUTRAL 17 17
4 SOMEWHAT DIFFICULT 3 3
5 VERY DIFFICULT 3 3

TOTAL 102 100

FIGURE-11

Interpretation:
From the given chart. It shows that 47 % of customers says booking of travel or parcel is VERY
EASY .
If the process of booking was easy to the customers means it will help to book them frequently
and they will become regular to our business and we need to check 30 % of saying somewhat
easy and 17 % saying neutral

40
QUESTION 13:

TABLE12 :ANALYSIS OF RECOOMEND SERVICE TO OTHERS

S.No RECOMMEND RESPONSE PERCENTAGE

1 YES 63 62.4
2 NO 26 25.7
3 MAYBE 12 11.9

TOTAL 102 100

FIGURE-12

Interpretation:
 It shows that 62.4 % of respondents says YES they will recommend sahara travels/ speed
parcel services to others.
 It shows that 25.7 % of respondents says NO they will recommend sahara travels/speed
parcel services to others.
 It shows that 11.9 % of respondents says MAYBE they will recommend sahara
travels/speed parcel services to others.
If the customers are recommend sahara travels to others will help to boost up their
business without any advertisement and the coming customers maybe well know about us

41
 .
QUESTION 14:

TABLE 13 :ANALYSIS OF FUTURE

S.No FUTURE RESPONSE PERCENTAGE

1 VERY LIKELY 56 54.9
2 LIKELY 32 31.4
3 NEUTRAL 13 12.7
4 UNLIKELY 1 1
TOTAL 102 100

FIGURE - 13

Interpretation:
 54.9 % of the customers are VERY LIKELY to use the service of sahara travels/speed
parcel services in future.
 31.4 % of the customers are LIKELY to use the service sahara travels/speed parcel
services in future.
 12.7 % of the customers are NEUTRAL sahara travels/speed parcel services in future.

42
QUESTION 15:

TABLE 14 :ANALYSIS OF TYPES

S.No TYPES RESPONSE PERCENTAGE

1 PARCEL 53 52.5
2 LETTER 32 31.7
3 OVERSIZE SHIPMENT 16 15.8

TOTAL 101 100

FIGURE- 14

Interpretation:

Mostly customers are using parcel compared to letter service .

Customers have used PARCEL as their common service hence shown by 52.5 % of respondents.
EXCESSIVE OR OVERSIZED SHIPMENT has been used the least and stand at 17 % only

43
QUESTION 16:

TABLE 15 :ANALYSIS OF SATISFACTION ON PLACING AND TRACKING

S.No PLACING RESPONSE PERCENTAGE

1 SATISFIED 64 63.4
2 NOT SATISFIED 21 20.8
3 NEUTRAL 16 15.8

TOTAL 102 100

FIGURE - 15

Interpretation:
The customers like our placing and tracking service and hence show a SATISFACTION
LEVEL of 63.4% of respondents.
However NOT SATISFIED scenario is shown by 20.8 % of respondents and
15.8 % of customers have selected NEUTRAL
If the customers are satisfied means SAHARA TRAVELS will easily develop.

44
QUESTION 17:

TABLE 16 :ANALYSIS OF SATISFACTION ON ORDER OR DELIVERY

INFORMATION

S.No ACCURACY RESPONSE PERCENTAGE

1 SATISFIED 65 63.7
2 NOT SATISFIED 21 20.6
3 NEUTRAL 13 12.7
4 WORSE 3 2.9

TOTAL 102 100

FIGURE - 16

Interpretation:
 63.7 % of customers are SATISFIED
 20.6 % of customers are NOT SATISFIED
 12.7 % of customers are NEUTRAL

45
QUESTION 18:

TABLE 17 :ANALYSIS OF PRICING

S.No PRICING RESPONSE PERCENTAGE

1 EXPENSIVE 41 40.6
2 MEDIUM 46 45.5
3 CHEAPER 8 7.9
4 LOW 6 5.9

TOTAL 102 100

FIGURE - 17

Interpretation:

45.5 % of the customers are telling that they find pricing MEDIUM as compared to other
competitors and few 7.5 % of people think that the pricing is CHEAPER AND LOW

46
 CHAPTER - 7
FINDINGS AND CONCLUSIONS

47
 It shows that majority of customers are aged between 18-28 years

 It shows that majority of customers i.e., 65.7% customers are male

 It shows that 43.6% of customers use parcel service very frequently

 It shows that 17.6% of customers gave average for overall rating

 It shows that 11.8 % customers rate the punctuality average so need to maintain that

 It shows that 44.1% customers rate excellent for customer service

 It shows that 43.1 % customers rate the pricing is very satisfied

 It shows that 14.7% customers maybe facing any issues so it needs to be rectified

 It shows that 62.4%customers says they recommend sahara brand to others

 It shows that 15.7% customers only using oversize shipments

 It shows that 63.4% customers are satisfied with placing and tracking orders

 It shows that 40.6 % customers says pricing is expensive so there is need to concentrate
on pricing

Conclusion:
The study on customer satisfaction at Sahara Travels and Speed Parcel Service in Tamil
Nadu provides valuable insights into the quality of services provided by these companies.
By assessing customer satisfaction levels, identifying influencing factors, and
highlighting areas for improvement, this study offers actionable recommendations to
enhance customer satisfaction. The findings can be utilized by Sahara Travels and Speed
Parcel Service to make informed decisions and implement necessary changes to meet
customer expectations and maintain a competitive edge in the transportation and logistics
industry. Ultimately, improved customer satisfaction will lead to increased customer
loyalty, positive word-of-mouth, and overall business growth for these companies .

48
 CHAPTER - 8

RECOMENDATION AND
SUGGESTIONS

49
 Brands can significantly improve the Enhance Service Quality:
Focus on improving the quality of services provided by Sahara Travels and Speed Parcel
Service. This can be achieved through regular training programs for staff members to
ensure they have the necessary skills and knowledge to meet customer expectations.
Additionally, adopting industry best practices and benchmarking against competitors can
help identify areas for improvement.

 Streamline Complaint Resolution Process:

Develop a robust and efficient complaint resolution process to address customer
grievances effectively. This can involve providing multiple channels for customers to
submit their complaints (e.g., online, phone, in-person), ensuring prompt
acknowledgment and investigation of complaints, and implementing a transparent and
fair resolution mechanism.

 Improve Communication:
Enhance communication with customers to keep them informed about their shipments,
delays, and any other relevant information. Implement proactive measures such as
automated SMS or email notifications to provide real-time updates on the status of their
parcels. Clear and timely communication will help manage customer expectations and
reduce dissatisfaction caused by misinformation or lack of communication.

 Focus on Timeliness:
Emphasize timely delivery of parcels and transportation services. Invest in tracking
technologies and systems that allow customers to track the progress of their shipments in
real-time. Set realistic delivery timelines and strive to meet or exceed them consistently.
Address any issues related to delays promptly and provide compensation or alternative
solutions when necessary.

50
 REFERENCES

 Philip Kotler (2016) Aaker,D. (2014).

 Aakeron Branding. NewYork:MorganJames.

 Rossiter, J.R. (1993). Brand awareness and acceptance: A seven-set classification

for managers.Journal of Brand Management 1(1):33-40.

 Rossiter,J.R.andPercy,L.(1987).Advertising and Promotion Management.

NewYork:McGraw-Hill.

 Rossiter, J.R. and Percy, L. (1997). Advertising Communications &Promotion

Management.NewYork:McGraw-Hill.

 Rossiter,J.R.,Percy,L.,andSlowikowski,S.(forth coming advertising and

Promotion.

 Taute, H.A., Peterson, J., and Sierra, J.J. (2014). Perceived needs and emotional
responses to brands: A dual-process view. Journal of Brand Management21(1):23-

51
 BIBLIOGRAPHY

Book referred :

1. Alba J.W.,Hutchinson J.W.andLynchJ.G.(1991) Hand book of Consumer Behavior

2.Cross.R (1997) Revenue management
3.Doyle.P., (1994) Marketing Management and Strategy

• Wikipideia
• Google scholar
• Google (forms,docs,sheets)
• https://www.emerald.com/insight/search?q=Customer+satisfaction+&showAll=true
• https://www.researchgate.net/search/publication?q=Customer+satisfaction+india
• https://www.abacademies.org/journals.html

52
 CHAPTER – 9

ANNEXURE-QUESTIONNAIRE

53
)How often do you use Sahara Travels or Speed Parcel Service?
a. Very frequently
b. Occasionally
c. Rarely

2)How would you rate the overall service provided by Sahara Travels or Speed Parcel Service?
a. Excellent
b. Good
c. Average
d. Poor
e. Very poor

3)How would you rate the punctuality of the services provided by Sahara Travels or Speed
Parcel Service?
a. Excellent
b. Good
c. Average
d. Poor
e. Very poor

4)How would you rate the customer service provided by Sahara Travels or Speed Parcel Service?
a. Excellent
b. Good
c. Average
d. Poor
e. Very poor

5)How satisfied are you with the pricing of the services provided by Sahara Travels or Speed
Parcel Service?
a. Very satisfied
b. Satisfied
c. Neutral
d. Dissatisfied
e. Very dissatisfied

6)Have you ever faced any issues with the services provided by Sahara Travels or Speed Parcel
Service? If yes, please specify.

7)How easy was it to book your travel or parcel delivery with Sahara Travels or Speed Parcel
Service?
a. Very easy
b. Somewhat easy
c. Neutral
d. Somewhat difficult
e. Very difficult

54
8)Would you recommend Sahara Travels or Speed Parcel Service to others?
a. Yes
b. No

9)How likely are you to use the services of Sahara Travels or Speed Parcel Service in the future?
a. Very likely
b. Likely
c. Neutral
d. Unlikely
e. Very unlikely

10)Which type of service do you use most often?

a. Letter
b. Parcel
c. Excessive or oversized shipment

11) Are you satisfied with the ease of placing and tracking your orders with us?
a. Satisfied
b. Not Satisfied
C. Neutral
d. Worst

12) How satisfied are you with the accuracy of your orders and delivery information?
a. Satisfied.
b. Not satisfied
c. Neutral
d. Worst

13) How would you rate the pricing of our logistics services compared to our competitors?
a. Expensive
b. Medium
c. Cheaper
d. Low

14) Is there any additional feedback you would like to provide regarding your experience with
Sahara Travels or Speed Parcel Service?

55