A STUDY ON CLIENTS PREFERENCES

IN LOGISTICS SERVICES

PROJECT REPORT

Submittedby:

MOHAMMED THALHA.A

RegisterNo:713221631068

In partial fulfillment for the award of the degree

of

MASTER OF BUSINESS ADMINISTRATION

IN

RVS INSTITUTE OF MANAGEMENT STUDIES

COIMBATORE–641402

MAY2023
 RVS INSTITUTE OF MANAGEMENT STUDIES,

COIMBATORE-641402

BONAFIEDCERTIFICATE

Certified that this project report titled A study on customer retention System is
the bonafide work of Mr. MOHAMMED THALHA who carried out theresearch
under my supervision. Certified further, that to the best of my
knowledgetheworkreportedhereindoesnotformpartofanyotherprojectreportordisser
tation on the basis of which a degree or award was conferred on an
earlieroccasiononthis oranyothercandidate.

PROJECTGUIDE HOD

Dr.K.KAVIVARSHINI Dr.J.Nirubarani,MBA,PhD.,
Professor/Head

SubmittedfortheProjectViva-Voceexaminationheldon……………..

………………………. ……………………………
Internalexaminer ExternalExaminer
 DECLARATION

I affirm that the project work titled “A Study on Clients Preferences In Logistics Services
towards Splash Scripts At Coimbatore being submitted in partial fulfillment for the award of
Masterof Business Administration is the original work carried out by me. It has not formed
the partof any other project work submitted for award of any degree or diploma, either in
this or anyotherUniversity.

MOHAMMED THALHA. A

713221631068

I certifythatthedeclarationmadeabovebythecandidateistrue.

Dr. K.KAVIVARSHINI
ProjectGuide
 ACKNOWLEDGEMENT

“Gratitude is the music of our hearts.” A project of such a comprehensive finish cannot
becompleted without the help of numerous sources and people throughout the long rugged path
ofsuccess. We realize this fact and so, we are greatly indebted to all of them and take this
opportunitytothankthem.

First and foremost let me sincerely thank almighty for the great opportunity and blessings that he
hasshowered up on me for the successful and timely completion of my Project. I wish to pledge
andreward mydeep sense ofgratitudeforallthosewhohavemade thisprojectcome alive.

I would like to express my heart-felt gratitude to thank to the management and staff of RVS
Instituteof Management Studies, Coimbatore, the Director Dr. P.V. PRABHA MBA, Ph.D., for
permittingmetotakeupthisproject

Now Igreatfully thanktoDr.J.Nirubarani,MBA, PhDProfessor/Head,RVSInstitute

ofManagementStudies,fortheactiveandpatientsupportforwardedtomeinrespectofthisproject.

IamgratefullyindebtedtomyinternalfacultyguideDr.J.Nirubarani,MBA,PhDProfessor/Head,RVS
Institute of Management Studies, for encouraging me and for his constant support throughoutthe
course ofthe projectandhelpingme tocompleteitsuccessfully.

I thank to all other faculties and non-teaching staffs of RVS Institute o f Management Studies
forindirectlyhelpingmetocompletethereport.

I take this opportunity to thank the Marketingteam of “ShriDevaraaj Granite Exports” who
helpedmeinmanywaysfortheresearchstudy.

I thank my parents and all other family members for their valuable and inseparablesupport
incompletion of this project. Once again I take this opportunity to convey my sincere thanks to
eachandeverypersonwhohelpedmedirectlyandindirectly inthesuccessfulcompletion ofthis project.

MOHAMMED THALHA
 ABSTRACT

The title of the project is “A STUDY ON CUSTOMER RETENTION

AT SHDRI DEVARAJ GRANITE EXPORTS PVT.LTD., KRISHNAGIRI. The
project work is undertaken to find out the level of performance appraisal among the
employees.

The need of the study is to know the factors that help employees to get
performance into their job and the management practices that improve employees
performance. The sample size of the study is 130. The collected data from the organization
are primary data and secondary data. Secondary data was collected through the company’s
journals and websites.

The technique adopted for the study is non-probability sapling and the
research design used for this study is descriptive study. The statistical tools used for the
analysis is Percentage analysis, Chi-square method and Correlation method.

The main objectives of the study is to know the existing performance

appraisal of the company and to identify how the performance of the employees is
improved after appraisal. The analysis reveals the almost every employees in the company
is much involved in their job and their result in the organizational success.
 TABLE OFCONTANT

CHAPTER TITLE PAGENO

1.1 INTRODUCTION 1

About the study 2

Industry profile 3

Market size 4

Empty Miles 5

Research Quetions 6

Literature Review 7

Objective of study 7

Research methodology 7

Analysis part 8

Implementcustomerfeedbacksurveys 9

CONCLUSION
Introduction:
The movement and storage of goods and services from the point of origin to the
site of consumption is planned, carried out, and controlled by logistics. It
involves the coordination of multiple activities, such as transportation,
warehousing, inventory management, and information flow, to ensure that
products are delivered to customers efficiently and cost-effectively. The goal of
logistics is to create value for customers by providing them with the right
products, in the right quantity, at the right time, and at the right place, while
minimizing costs and maximizing profitability for the business. Effective
logistics management is critical for businesses to maintain a competitive edge in
the market, improve customer satisfaction, and achieve sustainable growth.
1.1 About the study:
TO STUDY ABOUT THE Awareness of Logistics among people
Problem statement:
A product's logistics play a crucial role in its marketing, ensuring that the
product is delivered to the intended clients at the proper time and place while
maintaining its quality. This project is being undertaken to research the value of
logistics, identify the services of Logistic and problem in the Logistic, where
High Transportation cost, Poor inventory management, Lack of Visibility and
Transparency Poor communication and Collaboration. Lack of skilled workers
Scope of the study
The scope of study for logistics includes the planning, implementation, and
control of the movement and storage of goods and services from the point of
origin to the point of consumption. It involves managing activities such as
transportation, warehousing, inventory management, and information flow. The
scope of logistics also encompasses the use of technology and managing
logistics risks to ensure the efficient and cost-effective delivery of products. The
ultimate goal of logistics is to provide customers with the right products, at the
right time and place, while minimizing costs and maximizing profitability for
the business.

1.2 LIMITATION OF THE STUDY

• Due to a shortage of time, the survey is conducted online using Google
Forms.
• Through the lens of the buyer, the region can be further investigated and
integrated.
• The study is not exempt from accuracy or temporal restrictions. •
To verify the validity of the current research, a larger sample size may be
gathered.
• The respondents' responses are current as of this writing.

II INDUSTRY PROFILE
2.1 BACKGROUND OF THE INDUSTRY
Providing the appropriate goods and/or services at the appropriate time,
price, and quality can be characterised as logistics. A little review of
logistics history could be quite instructive. The history of logistics traced
back to the Greek and Roman empires' early conflicts when military
commanders with the title "Logistics" were tasked with supplying and
distributing resources. This was done to make it possible for soldiers to
move quickly from their base position to a new position, which might key
role in deciding how a conflict will turn out. This included protecting one's
own supply locations while protecting the enemy's supply locations.
Resulting in the creation of a new system that is compatible with the
logistics management system used today.

The Second World War (1939–1945) saw a significant evolution in logistics.

The German army was unable to handle the army logistics of the United
States and its allies. Serious damage was done to the German military's
supply points, and Germany was unable to inflict the same destruction on its
adversary. The American military made sure that the supplies and services
arrived at the appropriate time and location. Additionally, it tried to offer
these services as efficiently and affordably as possible whenever and
wherever they were needed. The most effective methods for completing a
task were created. Additionally, this gave rise to several logistics techniques
that are in use, but in the sophisticated manner.

Today, logistics is both a science and an art. It cannot, however, be referred

to as a precise science. Both a defined set of tables and inherited abilities are
not used in logistics. A logistics manager uses his knowledge, experiences,
and instincts to carry out his tasks and obligations. He constantly uses these
skills for benefit of his organisation, which feeds them. The logistics
manager makes sure that a logistical management system that is effective
and efficient benefits the organisation.
 Today, logistics is both a science and an art. It cannot, however, be referred
to as a precise science. Both a defined set of tables and inherited abilities are
not used in logistics. A logistics manager uses his knowledge, experiences,
and instincts to carry out his tasks and obligations. He constantly uses this
skill the benefit to the organisation, which feeds them. The logistics manager
makes sure and efficient system of logistical management benefits the
organisation. The Right product provided at right time and for whether
inside the organization's walls or the delivery of shipments beyond the
organization's walls, for the right price.
2.2MARKET SIZE
The logistics industry is a vast and complex sector that encompasses a wide
range of activities, including transportation, warehousing, inventory
management, and distribution. According to a report by Allied Market
Research, the global logistics market size was valued at $10.32 trillion in 2020
and is projected to reach $12.68 trillion by 2027, growing at a CAGR of 2.9%
from 2021 to 2027. The growth of the logistics industry is driven by several
factors, including increasing demand for e-commerce, globalization of supply
chains, and advancements in technology that enable more efficient logistics
operations. Additionally, the COVID-19 pandemic has further accelerated the
growth of the logistics industry, as consumers have shifted towards online
shopping, and businesses have reconfigured their supply chains to adapt to
disruptions in global trade. The logistics market size varies across different
regions and countries, with Asia-Pacific and North America being the largest
markets in terms of revenue. The growth of the logistics industry presents
significant opportunities for businesses and investors in the sector, but it also
poses challenges such as increasing competition, rising operational costs, and
the requirement for implementing new technology in order to compete.

2.3 MAJOR PLAYERS

 STOCKAREA
 BLUEDART
 AKR LOGESTICS
 ALL CARGO LOGESTICS
 MAHINDRA LOGESTICS
 TCI EXPRESS
 GATI LTD
 VRL LOGESTIC LTD
2.4 GOVERNMENT POLICY AND REGULATION
The National Logistics Policy (NLP) 2022 was recently introduced by the
government with the goal of achieving "rapid last-mile delivery" and resolving
transportation-related issues.
The directive places a strong emphasis on importantthemes including
digitization, multi-modal transportation, and process re-engineering. The
competitiveness of domestic goods on the global market is impacted by high
logistical costs, thus it is a key action.
2.5 RECENT TREND IN INDUSTRY
Rapid growth in Logistics which adopt themselves to new to version by adding
the recent trends to make the customer comfortable.
 Cloud base system integration
 Autonomous vehicles
 3D printing
 Real time analytics tracking
 Efficiency in last Mile delivery
 Digital Business Evolution
2.6 CHALLENGES FACED BY THE INDUSTRY
Although the pandemic had a significant impact on the logistics industry, many
of the problems that emerged were already there. These ongoing problems
include:
Increasing Transpiration cost
Ukraine is to blame for the currentFuel price volatility has caused recent
increases in transportation costs.. Additionally, Europe has a lack of about
400,000 drivers for heavy-duty trucks across the entire continent. Road
transportation costs in the US have increased by 23%, mirroring increases in air
transportation costs, because of rising freight costs and rising input costs for
logistics companies. In conclusion, transportation prices around the world are
steadily growing.

Limited visibility of shipment

Customers in the modern day expect delivery to be visible. However, a lack of
late delivery might produce complications that can substantially impair your
items' flow.Ineffective warehouse operations and needless delays become the
norm in the absence of end-to-end transparency..
Fragmented communication
Manufacturing and delivery of the finished product to the consumer are the two
steps in a logistics supply chain. Sadly, OEMs frequently have communication
channel integration problems. Fragmented communication caused by this deficit
has a negative influence on efficiency and delivery timeframes.

EMPTY MILES
The logistics sector has been plagued with empty miles, also known as non-
revenue miles, for many years. They create unnecessary costs, harm the
environment, and lessen the efficiency of both shippers and carriers.
Delivery days
The pandemic Days shutdown resulted a huge loss for delivering the product
which cause Lot of delivery stock in stable position which has lot of labour
shortage problem. customer has to wait for more than months.

RESEARCH QUESTION
1 Name of the organization?

2Gender
 Male
 Female

3 Details of the products or services delivered.

4 No of Years in Business

Your answer
5 How many Years working for the company?
 Less than 2 years
 2-4
 5-7
 8-10
 Above 10 years
6 Name

Your answer
7 Designation

8 Years of Experience in present organization

9How often do your organization required the Logistic service?

 Daily basis
 Weekly basis
 Monthly basis
 Few times a year
 Once a year

10 Provide the Organization Detail From whom you avail Logistic service

11 How was the delivery schedule set

 Before time
 On time
 With the passenger off time
 Late
12 Do the manufacturing product get damaged while delivery.
 Yes
 No

13 Tangibles

Logistic company have the Modern equipment?

 Strongly agree
 Agree
 average
 Disagree
 Strongly Disagree

The staffs appear neat ?

 Strongly agree
 Agree
 average
 Disagree
 Strongly Disagree

Layout of the organization is appropriate ?

 Strongly agree
 Agree
 average
 Disagree
 Strongly Disagree

Enough IT services are used by organisations.?

 Strongly agree
 Agree
 average
 Disagree
 Strongly Disagree

14 COST
Payment scheme offered by the organization is acceptable ?
 Strongly agree
 Agree
  Average
 Disagree
 Strongly Disagree
There are no hidden costs (tips, exit tips for divers …) for customers ?
 Strongly agree
 Agree
 Average
 Disagree
 Strongly Disagree

The Tariff is reasonable compared to other players ?

 Strongly agree
 Agree
 Average
 Disagree
 Strongly Disagree

The company offers reasonable credit period ?

 Strongly agree
 Agree
 Average
 Disagree
 Strongly Disagree

15 Reliability

When the organisation promises to do something, it did it?

 Strongly agree
 Agree
 Average
 Disagree
 Strongly Disagree

The organisation performs the service right the first time?

 Strongly agree
 Agree
 Average
 Disagree
 Strongly Disagree
When we have problems, the custom shows a genuine interest in solving them?
 Strongly agree
 Agree
 Average
 Disagree
 Strongly Disagree

The organization provides its services at the time it promises to do so ?

 Strongly agree
 Agree
 Average
 Disagree
 Strongly Disagree

The organization insists on error-free service ?

 Strongly agree
 Agree
 Average
 Disagree
 Strongly Disagree

16 Assurance
The behaviour of staff instils confidence in me ?
 Strongly agree
 Agree
 Average
 Disagree
 Strongly Disagree

Staffs of the custom are consistently courteous with us ?

 Strongly agree
 Agree
 Average
 Disagree
 Strongly Disagree

We feel safe in the delivery of service ?

 Strongly agree
 Agree
 Average
  Disagree
 Strongly Disagree

Response to quality discrepancy reports is satisfactory ?

 Strongly agree.
 Agree
 Average
 Disagree
 Strongly Disagree

17 Empathy
The organisation gives individual attention?
 Strongly agree
 Agree
 Average
 Disagree
 Strongly Disagree
The staffs give personal attention ?
 Strongly agree
 Agree
 Average
 Disagree
 Strongly Disagree

The staffs understand our specific needs ?

 Strongly agree
 Agree
 Average
 Disagree
 Strongly Disagree

The staffs have the knowledge to answer your question ?

 Strongly agree
 Agree
 Average
 Disagree
 Strongly Disagree

The organization maintains Convenient opening hours to all its clients ?

  Strongly agree
 Agree
 Average
 Disagree
 Strongly Disagree

18 Responsiveness
Staffs inform us exactly when services will be performed ?
 Strongly agree
 Agree
 Average
 Disagree
 Strongly Disagree

Staffs provide us prompt service ?

 Strongly agree
 Agree
 Average
 Disagree
 Strongly Disagree

Staffs are never too busy to respond to my request ?

 Strongly agree
 Agree
 Average
 Disagree
 Strongly Disagree

The organization is able to Deliver orders regardless of quantity/amount ?

 Strongly agree
 Agree
 Average
 Disagree
 Strongly Disagree

The organization is quick enough in Responding to unexpected/ urgent orders ?

 Strongly agree
  Agree
 Average
 Disagree
 Strongly Disagree

LITERATURE REVIEW
RELATIONSHIP BETWEEN LOGESTICS OPPORTUNITY BASED ON
MARKET
KARA K (2022)
For emerging nations that are not operating at their maximum efficiency level to
become so, identified which nation concentrate on which input variable. The
actions to be made to boost the effectiveness of the DLO will boost that of the
ILO., according to empirical research. 19 nations are not operating maximum
efficiency. 31 emerging countries' ILO effectiveness nations has been
established at the full efficiency level using the DEA Model-2. Only 14 nations
operate at maximum efficiency. The results of the basic regression analysis
show that DLO efficiency has a considerable favourable impact on ILO.
For emerging nations that are not operating at their maximum efficiency level to
become so, identified nation should concentrate input variable. Five countries'
DLO and ILO have shown to vary. Actions to be made to boost the DLO
efficiency increase the ILO effectiveness, according to empirical research.
One of the marketing elements that directly affects client happiness is logistics
services. The standard of logistics service needs to be raised in order to
guarantee client happiness and loyalty (Daugherty et al., 1998). To maintain a
competitive edge in market situations, businesses should maintain a strong link
between their marketing and logistical efforts. claims result in a disruption of
global logistics activities, highlighting importance of global market
segmentation based on expectations for logistics services. nonetheless, outlined
how national home market customs vary and how international corporations
have various logistical challenges. This circumstance demonstrates the
inescapable connection between domestic markets and global logistical
operations.

Reports on the logistics performance index (LPI) are released the World bank.,
Agility releases Agility Emerging Markets Logistics Index (AEMLI) studies
pinpoint opportunities in logistics performance depending on national
capacities. Since 2011, AEMLI has reported the logistics rankings of emerging
nations annually. The results Domestic logistics opportunities," "International
logistics prospects," "Business fundamentals," and "Digital readiness" sub-
variables, "overall index scores" developing nations, are included in AEMLI's
2022 report. Domestic logistics services' potential in developing nations satisfy
demands is measured by domestic logistics opportunities. The international
logistics services to satisfy demands from global markets is measured
byOpportunities in international logistics, on the other side.
The potential of domestic logistics in developing nations satisfy domestic
demand of the is measured by domestic logistics opportunities. The potential of
international logistics services to satisfy demands from global markets is
measured by international logistics opportunities, on the other hand. Business
fundamentals gauge how stable, open, sound, and fair emerging markets are.
Digital readiness gauges an emerging market's level of digitization,
sustainability, and innovation focus.
This empirical study used DEA analysis to gauge the effectiveness of
developing nations' local and international logistics opportunities. The results of
the DEA analysis have led to two significant conclusions. The DLO of 19
developing countries is not operating at maximum Level , according to the
preliminary finding. To achieve the highest level of DLO Efficient efficiency,
19 developing nations should concentrate on the input variables and reference
countries that are presented. The second finding is that 14 developing nations
don't fully implement ILO_ standards. The input factors and reference nations
that 14 developing nations ought to concentrate on in order to achieve the
highest ILO efficient level are outlined.
BALMER J, LIN Z, CHEN W (2020)
THE ROLE OF RELATIONSHIP OF LOGESTIC SERVICE
To date, relatively of organizations, with the majority of brand image research
focusing on the image of products and services Additionally, dearth of study
theBusiness-to-business (B2B) sector corporate image, refer to as industrial
corporate brand image in the article. Additionally, there is no empirical study
usefulness the operating logistics firms' industrial corporate brand in areas with
quickly developing or transitioning economies. To examines company
purchasers in Dalian , Which use express parcel/postal delivery services,
keeping in mind these research limitations. This empirical study focuses more
specifically on B2Blogisticbrandsof global, local, and operating in and outside
of mainland, applied in industrial marketing/B2Bcontexts. The study connects
industrial marking and the idea of corporate brand image. Consequently,
applying the dual process theory An industrial corporate brand image of
logistics brands that is favorable is also examined in this empirical study
considering existing brand image research to determine whether it has a
beneficial effect on premium pricing and customer retention.
It can be advanced that there are three different theories for Brand image and
corporate pictures constructed. When a person has the necessary skills and
motivation.
This study is timely because it focuses on is the nation with the world's fastest-
growing logistics industry. Furthermore, the study is important since interest,
and, also second world largest economy , it anticipated that it would eventually
overtake all others (Balmer & Chen, 2015, 2017). Industrial marketing
managers are drawn to transitional economies like China because of their
potential for growth, as marketing scholars have noted. Companies’ use of
efficient distribution partnerships is necessary for transitional economies to
advance (Rahman, Melewar, & Sharif, 2014). However, little is known about
the importance companybrand recognition in emerging markets.

The backdrop to study reflecting the corporate brands, corporate images, brand
images, corporate brand images, and industrial corporate brand images all fall
under the dual process idea. involves an examination of global logistics
companies in China and Asia. creation of hypotheses and a summary of the
methods used come next. The paper concludes commentary of original study
shortcomings, and suggestions further investigation.
One of centers for logistics, Dalian, furnished the researchers with a database
through its logistics service agency. The database was initially created for CRM
, clients who use the agency's service to access the suppliers of international
logistics services. To find people who oversaw,The database served as a frame
for sampling. One thousand contacts were chosen at random and contacted by
phone.
The evaluation of corporate brand attributes and their relative variouslayers of
the corporate brand, which is one entity, can be connected. According to
Sonnier and Ainslie (2011), customers' experiences with product or service
features can help develop an overall, holistic brand image. Similar to this, and
propose outcome of a process like firm's firsthand gleaned from other
sourceslike public relations and word of mouth.

SUTRISNO A, ANDAJANI E, WIDJAJA F (2019)

SERVICE QUALITY ON CUSTOMER SATISFACTION TOWARDS
LOGISTICS
service quality has a significant impact The following five criteria were used to
gauge the level of service provided: information quality, ordering processes,
timeliness, order condition, and handling. The standardisation of Courier and
Logistics aims to increase client satisfaction and, as a result, cultivate repeat
business. In the logistics industry, AMOS-Structural Equation Modelling was
used for data processing (SEM). The study's convenience sample method
involved 150 respondents from courier service firms. Utilizing questionnaires
delivered to the appropriate group, the data was gathered.The study's findings
supported the impact of courier service providers' service quality on patronage
and satisfaction. Additionally, the study supported the link between customer
loyalty and satisfaction.
To succeed in the business competition, logistics companies must maintain their
service quality. The reliability of logistics companies' services helps to increase
their customers' long-term commitment to using their goods and/or services.
The increase of a company's market share for its products and/or services could
be impacted by this customer's commitment. Superior service providers can
improve their firm financial performance
[1]. Several different industries, including logistics, have established the idea of
service quality. In value chain management
[2], incoming and outbound logistics are separated into their own categories.
Input collection , transportation planning, and suppliers are all included in
inbound logistics. Outbound logistics, meantime, includes tasks connected to
finished product collection, storage,and the manner in which it is distributed to
customers, as well as scheduling, ordering, and material handling The main
element of marketing to increase customer happiness is service quality in
logistics
[3]. The broad range of logistics businesses is an intriguing area to examine.
The study's objective is to assess a logistics company's level of customer service
to raise retention and satisfaction rates. The study's contribution is the
generalization of the factors affecting a logistics company's service quality. The
five aspects of service quality
[4]—Information Quality, Ordering Procedures, Timeliness, Order Condition,
and Order Discrepancy Handling—are the foundation for this study's a feature
of good service for logistics services, which is on customer satisfaction and
loyalty. Customer happiness is positively impacted by logistics in strategic
management.
[5], and customers' decisions to obtain satisfaction are heavily influenced by
service quality.
Customer happiness and the quality of the logistics service are favorably
correlated. The conclusion drawn from the evidence is that customer happiness
is impacted by the quality of the logistics service. To ensure that customers
continue to use, continue to use more, and continue to refer services that are
provided dependingon the providers' quality of service, customer satisfaction is
measured. To build consumer loyalty to a service provider, logistics are crucial.
Quality of the logistics services has a favorable effect. The hypothesis is
expressed as follows based on these supporting statements: logistical service
quality influences customer loyalty.

This study was a definitive investigation with the aim of producing data to help
with decision-making. The study's target audience was the company's
consumers who had used its services during the previous year and had noticed
delivery inconsistencies. The study used convenience sampling for interval
measurement (non-probability sampling). 150 participants in all participated in
the study as respondents, with 59% of them men and 41% of them women.
Most logistics service quality variables have an impact on the customer
satisfaction variable based on the CR value. This indicates that the information
quality attribute affects satisfaction. Ordering procedures have a lower value of
0.107 on the logistics service quality variable. The size of the ordering process
has little bearing on customer satisfaction because there are many facilities
provided. As a result, the ordering process is no longer thought to have an
impact on client satisfaction. The variable's timeliness component has a high CR
value of 4.141. The demonstrates the impact of the timeliness indicator on
satisfaction.
According to the study's findings, compared to the other tests, the hypothesis
test has least influence. Compared to dimensions the impact of customer
satisfaction is low . For example, packing supplies for liquid products or special
packaging for glassware are needed for the delivery service to optimize the
order condition. This is required to guarantee the product's safe delivery to the
customers. When compared to the other dimensions, the order discrepancy
management dimension had the least influence. It is essential to make fixes or
handle order discrepancies to keep consumers loyal. This issue can be resolved
by contacting the impacted customers.

RAFELE C (2004)
LOGESTIC SERVICE MEASUREMENT TOWARDS CUSTOMER
PREFERNCE
The scope and strategic significance of logistics in market potential business
have grown over the past 50 years .Additionally, the organized systems created
the supply chain, of which logistics is one of the key components, have received
a tremendous boost from logistics
A variety of different corporate organizations (suppliers, manufacturers,
distributors, and retailers) collaborate to acquire raw materials, transform them
into specific finished goods, and then transport those items to retailers as part of
a wider integrated process known as the supply chain.
Nowadays, organizations compete in complicated contexts, therefore it is
crucial to have a thorough understanding of their objectives and strategies for
achieving them.
Performance indicators can collect easily and are rarely eliminated. It must be
remembered that supply chain systems' inclusive performance measures can be
created by merging a variety ofincorporating various separate performance
measurements into a system or performance measure function. However, a more
inclusive measurement of the total system could only be made using the
performance that results the individual metrics.

Even though it can be challenging to pinpoint the impact of the informative

activity’s component on client quality perception, we conclude that customer
service is measurable. The Service level is undoubtedly influenced by aspects
that are entirely quantifiable, such as marketing, order management, and post-
sale activities. These factors change how the service is perceived, but they
cannot be independently assessed. From this vantage position, the service we
may expect to receive should be sufficiently close to the PS. But what about
client requirements. Can the business meet the needs of the customer What
about the desired service, in other words.

UVET H (2020)
LOGISTIC QUALITY OF CUSTOMER SATISFACTION
To satisfy consumer expectations and keep up market competition, it is crucial
now more than ever to offer value to logistics services. Given the paucity of
study about the quality of logistic services, our goal in this work was to find out
how these services affect customer satisfaction . To investigate customer
satisfaction utilizing the five constructs of logistics service quality, confirmatory
factor analysis and structural equation modelling have been utilized. This study
makes a first-time contribution by examining the impact of information of
customer sharing the satisfaction.
created a three-dimensional model of physical distribution service quality that
takes timeliness, availability, and condition into account. Cycle time is a
competitive tool that begins when an order is placed and ends when delivery is
complete. The most important factor demonstrating the effectiveness of delivery
to the customer . More than the creation of place utility depends perception of
logistical support The most common and significant metrics are quality and
time utility. aspect of logistics service Consequently, the following theory is put
out regarding how promptness affects customer satisfaction.
This study was conducted to determine consumer satisfaction with logistics
services in relation to several aspects of service quality. The results demonstrate
that the timeliness, order condition, human contact quality, operational
information exchange, and perception of customer satisfaction have a
substantial impact on the perception of customer satisfaction with logistics
services. One of the contributions of this paper is the observation that
customers' perceptions of customer satisfaction are influenced by the sharing of
operational information with them. Businesses can create new services that add
value for customers and improve the appeal of their current offers by
considering customer preferences. According to research findings, SMS, apps,
and email are the most popular ways to communicate with clients and are the
major influences on their behaviour.
LEE S YOU Y(2016)
THE INFLUENCE OF B2B SERVICE TOWARDS LOGISTICS
It has become essential to improve service, customer satisfaction, and customer
loyalty in order to increase the company's competitiveness. The study has been
updated to include the B2B business environment in addition to the B2C
market. The Interaction Model was therefore suggested by the Group to analyze
the relationship between suppliers and buyers, This indicated that establishing a
long-term buyer-supplier relationship depended heavily on personal touch.
Cooperation, according to Cannon and, could be described by elements like
cooperatively solving technical challenges.
B2B services are now available in a wide range of industries, including
communication, engineering, consultancy, marketing, MRO, and upkeep. On
the other hand, because most distribution support services provided by the
distribution system of industrial products, as well as the design, installation, and
operation of large systems like engineering and power plants, can be considered
type business-to-business service, B2B services also include professional
services like consulting, corporate financial services, and accounting in addition
to support services like transportation.
The foundation of B2B marketing and most scholarly analyses of brands is the
understanding the experience emotions since people, that these emotions have
an impact on their ability to make rational financial decisions. Employed
streamline and prevent unfavorable internal evaluation. Furthermore, it is
believed that a company with strong branding performs better financially.
Additionally, it is asserted that the correlation between brand awareness and
sales can be used to demonstrate the worth of the investment made in
establishing a brand.
This study sought to comprehend the relationship between relationship
performance, brand performance, and relationship satisfaction. were impacted
by service quality. The findings of this study showed that four relational
exchange variables are used in various B2B market sectors. Although it is
consistent with earlier studies by2 and5, the quality of B2B services does not
directly affect Relationship Performance in this B2B company category.

ZHANG CHAOHE (2010)

LOGISTIC SERVICE QUALITY EVALUTION
Businesses involved in logistics have the capacity to offer the owner organized,
skilled services in addition to logistical activities. The foundational offering of
logistics businesses is logistical services, and the high caliber of these services
is a significant competitive advantage in today's market. Chinese logistics
companies began operating relatively recently, and most of them are businesses
that were once involved in traditional transportation and storage. These Chinese
logistics enterprises are constrained by single function services, a limited
concept of service, and poor service quality. However, there is currently no
standardized system for evaluating the quality of logistics service providers,
which forces businesses to continue relying on their past experiences when
trying to improve the quality of their services. As a result, creating a suitable
service evaluation system is necessary.
The research on the philosophy and practices of quality management in
domestic and international manufacturing firms is fairly advanced. However,
quality assessment and management have trailed behind for the logistics
service. Scholars have conducted a great deal of research on the characteristics
of logistics services from many different perspectives. These studies can
primarily be separated into two categories: the quality of logistics and the
quality of the service as perceived by the consumer.
In some foreign nations, the "7Rs" theory, which is an features measure orders,
the quick delivery ratio, and the distribution ratio of logistics undamaged items,
is used in part to evaluate logistics services. The concepts of output and process
quality were first put forth by Lie Dining, who subsequently in terms of
physical quality, interaction, different types of quality in 1983
Based on prior research, this report linked perceived customer quality
assessment with logistics service quality. created thorough system for
evaluating the quality of logistics services that separated operational quality
evaluation and customer perception of quality four parts: potential quality, Hard
soft , and results.
expanding the network logistical companies. Create a more thorough national
logistics infrastructure Systematically identify the causes of logistics delays,
thoroughly audit the transit firms, promptly notify those with a history of
delays, and replace the transit business as needed. Enhance the system for
employee training at the organization. to help employees understand the major
customers' as well as the industry future development ,we should improve
thetraining in vocational skills for general personnel should guide the
introduction of talent by introducing people with high potential.
The quality of the hard process, soft process, potential, and results have the
most effects on the quality of the logistics service; the hard process quality is
consistently the bottleneck for Chinese logistics firms. The key elements that
could raise the quality of the logistics service are the possibility for good and
balanced work management, coordination between departments, and soft
process quality.

An integration of SERVQUAL dimensions and logistics service quality

indicators

Although some studies have looked at the quality of logistics services, most of
them have not particularly addressed it. The current study aims to integrate five
standard SERVQUAL aspects with the newest elements of service excellence in
the logistics sector to enlarge the evaluation range. It plans to use the gap
analysis in two sections of the customs warehousing organisation, drawing on a
real instance. The Wilcoxon and Mann Whitney U test results from the SPSS 19
analysis of the provided data showed that the consumer expectations and
perceptions did not coincide across all dimensions.

Companies' competitive strategies have changed as a result of shifting

marketing dynamism, constantly evolving organisational structures, and
organisational performance. Due to numerous trade liberation agreements and
regulations, the market is no longer domestic, therefore strategic planning and
execution should take a worldwide perspective into account when considering
things like the global market, outsourcing, and IT.
Additionally, Skinner (2007) stated that "In the 21st century enterprise
environment has become a service function." With the advent of globalisation,
outsourcing, and IT, the profile of the service sectors has also changed. In
actuality, services make up about 80% of the US gross domestic product (GDP),
a percentage that is also rising for the GDPs of other nations across the world.
This study's objective is to evaluate the level of customer service in a little-
explored area of customs logistics services. Unloading, warehousing, and
loading of goods employing services inside and outside of customs are among
the customs logistics services in general.

external to the organisation. This study's primary objective is to assess the level
of service provided to domestic and international exporters and importers, hence
an extensive evaluation of the pertinent literature is necessary. As indicated by
Ladhari, this study also aims to find the most recent service quality aspects in
the logistics sector in order to expand the SERVQUAL scale.

GIL SAURA I, RUISZ MOLINA M (2018)

SATISFACTION AND RELATION SHIP OF B2B WITH LOGESTICS
This study examines the factors that affect satisfaction their potential impact on
freight forwarders' commitment. To achieve this, we provide a validated data
from 205 data obtained in-person interviews. ANOVA is also used to determine
whether there are any discrepancies in how the various transport modes
perceive the variables that have been analyzed. The findings indicate that
service quality affects customer happiness both directly and indirectly through
perceived value. The connection between client loyalty and satisfaction with the
transportation provider is afterwards established. Additionally, there are large
quality disparities.
Logistics, and more specifically, the transportation of commodities, were long
seen as support functions for corporate administration. Physical distribution has
been acknowledged as being essential to the economies of enterprises and
nations as well as being a key component of supply chains' competitiveness.
The development of new, long-term partnerships between organizations, based
on pillars like trust, commitment, satisfaction, and loyalty, has thus been
sparked by increased competition. In this context, the strategy of businesses that
provide logistical service as transportation, airport ,sea etc., is seen to include
one of the key goals of service excellence. It is acknowledged in the literature
on services marketing that customer happiness is a good indicator.
Additionally, research in this field aims to determine internal and external and
perceive satisfaction as a factor in service recovery. Point out the additional
aspects that go into determining if a customer is satisfied, including the
shipper's service, cargo handling capabilities, cargo location, reputation of the
shipper, service and customer relationship .

Making a customer loyalty is crucial since it may serve both barrier to

competition in the goods transport industry and a reliable source of competitive
advantage. Since loyalty is regarded as having the strongest link to business
profitability and is a goal in relationship marketing, it is the relationship's result.
Analysis of the service quality scale's mean that have significant Difference
between the models, indicating provided by transportation firms vary generally
depending on the mode of transportation, supporting hypothesis 1. Nine of the
twelve differences between modes are between land and sea transportation,
three are between land and air transportation, and there is no statistically
significant difference in perceived quality between sea and air transportation.
Following guarantee, which reveals differences in two indicators, and finally the
tangibility dimension, which simply demonstrates that the evaluation of a
vehicle's cleanliness, dependability, responsiveness, and empathy focus the
most. differences in between the various travel options, as perceived service.

RESEARCH GAP
The main research gap
 Last-mile delivery
 Human factors in logistics
 Technology Adoption
 Collaboration and Coordination
 Logistics Outsourcing

V OBJECTIVE OF THE STUDY

 To assess customer satisfaction with the logistics company's equipment,

staff appearance, and organization layout.
  To determine whether customers feel that the logistics company provides
enough IT services.
 To evaluate customer satisfaction with the logistics company's payment
scheme, transparency around costs, and credit period.
 To measure the logistics company's reliability in delivering services on
time and without errors, as well as its responsiveness to customer needs
and concerns.
 To gauge customer perceptions of the logistics company's staff behaviour
and knowledge, as well as the level of individual attention and empathy
they receive.

VI RESEARCH METHODOLOGY
6.1 RESEARCH DESIGN
A research plan is a combination of criteria collection and analysis. For my
research, I employed a descriptive research design.
Surveys and many finding queries are included in descriptive research. It
essentially provides a description of the situation as it is right now. A researcher
can only report what has occurred and what is occurring because they have no
control over the variables. The term "ex-post Facto research" is also used. For
this, we can use the survey method.

6.2 SAMPLING DESIGN

A Research design is one that makes the study overall structure and strategy
simpler and speed up the collection and processing of data. Its is a blank
blueprint that has been filled in after the study is finished.

DATA SOURCE
 PRIMARY DATA
 SECONDRAY DATA
PRIMARY DATA
Primary data are from scratch and are therefore it is unique in nature in other
words the data are generated in a wide number of surveys many of which are
undertaken by institution research to fulfill the data are original in aspect.
SECONDARY DATA
The secondary data are those that have already been gathered and processed
using statistics for a Different problem from the one at hand
Secondary are gathered by various source.
Newspaper, website Magazine
6.3 SAMPLING TECHNIQUE
The Method or process used to choose the items for sample is referred to as the
sample technique. For my research I have employed a practical sampling
method convenience sampling is used to select the population segment that
needs to be studied based on the research presence.

6.4 SAMPLING UNIT

Area of the study which 100 customers of logistics company.

6.5 SAMPLE SIZE

Sample size refers to the total number of respondents to get view conducted
research 100 people.

6.6 Method of data collection

Collecting data through online Google forms

RESEARCH HYPOTHESIS
Ho -There is No significant relation among the variables.
H1 – There is significant relation among the variables

6.6 Research instrument

The Goal of data analysis and interpretation is turn the gathered information
into solid proof of the statistical data perspective that has been generated based
on the investigation that has been done.
Online data are collected through Microsoft excel and Google form are used to
collect and analyze the data.

6.7 Analysis part

1. RELIABILITY

Scale: ALL VARIABLES

Case Processing Summary

N %
Cases Valid 29 96.7
Excluded 1 3.3
a

Total 30 100.0
a. Listwise deletion based on all
variables in the procedure.

Reliability Statistics
Cronbach's N of
Alpha Items
.834 28
Interpretation: Reliability analysis is the degree to which the values that make
up the scale measure the same attribute. In addition, the most used measure of
reliability is Cronbach’s alpha coefficient. It is the average correlation between
all values on a scale. In other words, the value of Cronbach’s alpha coefficient
is between 0 and 1, with a higher number indicating better reliability. Finally,
Cronbach’s alpha coefficient should be higher than 0.50; that scale has good
internal validity and reliability.hence the obtained value from above table is
Cronbach’s alpha coefficient is 0.834 which is greater than 0.50 hence the
answers are reliable and has good internal validity.

Correlations

Responsive Responsiv Responsiv

nessStaffsi Responsivene enessTheo enessTheo
nformusexa Responsiven ssStaffsarenev rganization rganization
ctlywhense essStaffspro ertoobusytore isabletoDe isquickeno
rviceswillb videusprom spondtomyreq liverorders ughinResp
ep ptservice ue regar ond
Responsiven Pearson 1 .096 -.471** .092 .069
essStaffsinfo Correlatio
rmusexactly n
whenservices Sig. (2- .276 <.001 .295 .434
willbep tailed)
N 132 132 132 132 132
Responsiven Pearson .096 1 -.278** -.236** .125
essStaffsprov Correlatio
ideusprompts n
ervice Sig. (2- .276 .001 .006 .152
tailed)
N 132 132 132 132 132
Responsiven Pearson -.471** -.278** 1 -.294** -.376**
essStaffsaren Correlatio
evertoobusyt n
orespondtom Sig. (2- <.001 .001 <.001 <.001
yreque tailed)
N 132 132 132 132 132
Responsiven Pearson .092 -.236** -.294** 1 -.294**
essTheorgani Correlatio
zationisablet n
oDeliverorde Sig. (2- .295 .006 <.001 <.001
rsregar tailed)
N 132 132 132 132 132
Responsiven Pearson .069 .125 -.376** -.294** 1
essTheorgani Correlatio
zationisquick n
enoughinRes Sig. (2- .434 .152 <.001 <.001
pondingt tailed)
N 132 132 132 132 132
\**. Correlation is significant at the 0.01 level (2-tailed).
*. Correlation is significant at the 0.05 level (2-tailed).
INTERPRETATION: A Pearson correlation coefficient was computed to
determine the relationship between Staffs are never too busy to respond to my
request with Staffs inform us exactly when services will be performed, Staffs
provide us prompt service, The organization is able to Deliver orders regardless
of quantity/amount, The organization is quick enough in Responding to
unexpected/ urgent orders as the significance value is 0.001

2. Frequencies

TABLE NO:1 SHOWING RESPONDENTS GENDER

Gender
 Frequenc Valid Cumulative
y Percent Percent Percent
Valid Male 87 83.7 83.7 83.7
Female 17 16.3 16.3 100.0
Total 104 100.0 100.0

INTERPRETATION: From the table it is interpreted as 83.7% are male and

16.3% are female. Hence majority of the respondents are 83.7% are male.

CHART NO:1 SHOWING RESPONDENTS GENDER

 TABLE NO:2 SHOWING RESPONDENTS REQUIRED LOGISTIC
SERVICE

HowoftendoyourorganizationrequiredtheLogisticservice
Frequenc Valid Cumulative
y Percent Percent Percent
Valid Daily basis 28 26.9 26.9 26.9
Weekly 75 72.1 72.1 99.0
basis
Monthly 1 1.0 1.0 100.0
basis
Total 104 100.0 100.0

INTERPRETATION: From the table it is interpreted as 26.9% required

logistics services are on daily basis, 72.1% required logistics services are on
weekly basis, 1% on monthly basis. The majority of the respondents are 72.1%
required logistics services are on weekly basis.
CHART NO:2 SHOWING RESPONDENTS REQUIRED LOGISTIC
SERVICE

TABLE NO:3 SHOWING RESPONDENTS DELIVERY SCHEDULE

SET

How was the delivery schedule set

Frequenc Valid Cumulative
y Percent Percent Percent
Valid Before 100 96.2 96.2 96.2
time
On time 4 3.8 3.8 100.0
 Total 104 100.0 100.0

INTERPRETATION: From the table it is interpreted as 96.2% are before time

and 3.8% are on time. Hence majority of the respondents are 96.2% are before
time.

CHART NO: 3 SHOWING RESPONDENTS DELIVERY SCHEDULE

SET

TABLE NO:4 SHOWING RESPONDENTS MANUFACTURING

PRODUCT GET DAMAGED WHILE DELIVERY
 Dothemanufacturingproductgetdamagedwhiledelivery
Frequenc Valid Cumulative
y Percent Percent Percent
Valid Yes 2 1.9 1.9 1.9
No 101 97.1 98.1 100.0
Total 103 99.0 100.0
Missin System 1 1.0
g
Total 104 100.0

INTERPRETATION: From the table it is interpreted as 1.9% are Yes and

97.1% are No. Hence majority of the respondents are 97.1% are No
manufacturing product get damaged while delivery.

CHART NO: 4 SHOWING RESPONDENTS DELIVERY SCHEDULE

SET
 TABLE NO:5 SHOWING RESPONDENTS ARE YOU WILLING TO
CONTINUE WITH SAME SERVICES

Areyouwillingtocontinuewithsameservices
Frequenc Valid Cumulative
y Percent Percent Percent
Valid Yes 95 91.3 91.3 91.3
NO 9 8.7 8.7 100.0
Total 104 100.0 100.0

INTERPRETATION: From the table it is interpreted as 91.3% are Yes and

8.7% are No. Hence majority of the respondents are 91.3% are Yes are you
willing to continue with same services.

CHART NO: 5 SHOWING RESPONDENTS ARE YOU WILLING TO

CONTINUE WITH SAME SERVICES

3. ONE WAY ANOVA

H0: There is no significant relationship between Logistic company have the
Modern equipment and The organization insists on error free service, Costs
Payment scheme offered by the organization is acceptable

H1: There is significant relationship between Logistic company have the

Modern equipment and The organization insists on error free service, Costs
Payment scheme offered by the organization is acceptable

ANOVA
Sum of Mean Sig.
Squares df Square F
ReliabilityTheorg Between 7.072 2 3.536 6.037 .003
anizationinsistso Groups
nerrorfreeservice Within 75.557 129 .586
Groups
Total 82.629 131
CostsPaymentsch Between 3.079 2 1.539 41.371 <.001
emeofferedbythe Groups
organizationisacc Within 4.800 129 .037
eptable Groups
Total 7.879 131
ANOVA Effect Sizesa,b
95% Confidence
Point Interval
Estimate Lower Upper
ReliabilityTheorganizat Eta-squared .086 .011 .179
ioninsistsonerrorfreeser Epsilon-squared .071 -.004 .166
vice Omega-squared Fixed- .071 -.004 .165
effect
Omega-squared .037 -.002 .090
Random-effect
CostsPaymentschemeof Eta-squared .391 .257 .491
feredbytheorganizationi Epsilon-squared .381 .246 .483
sacceptable Omega-squared Fixed- .380 .245 .481
effect
 Omega-squared .234 .139 .317
Random-effect
a. Eta-squared and Epsilon-squared are estimated based on the fixed-effect model.
b. Negative but less biased estimates are retained, not rounded to zero.

Means Plots

INTERPRETATION: we have a significant result. The value which reaches

significance with a p-value of .003 The organization insists on error free service
and p-value is 0.001 Costs Payment scheme offered by the organization is
acceptable (which is greater than the .05 alpha level). This means there is a
statistically significant relationship between Logistic company have the Modern
equipment and The organization insists on error free service, Costs Payment
scheme offered by the organization is acceptable

ONEWAY ANOVA

H0: there is no significant relationship between Costs Payment scheme offered

by the organization is acceptable and Are you willing to continue with same
services
H1: there is significant relationship between Costs Payment scheme offered by
the organization is acceptable and Are you willing to continue with same
services
ANOVA
CostsPaymentschemeofferedbytheorganizationisacceptable
Sum of Mean
Squares df Square F Sig.
Between .945 1 .945 17.727 <.001
Groups
Within Groups 6.933 130 .053
Total 7.879 131

ANOVA Effect Sizesa

95% Confidence
Point Interval
Estimate Lower Upper
CostsPaymentschemeof Eta-squared .120 .035 .227
feredbytheorganizationi Epsilon-squared .113 .027 .221
sacceptable Omega-squared Fixed- .112 .027 .220
effect
Omega-squared .112 .027 .220
Random-effect
a. Eta-squared and Epsilon-squared are estimated based on the fixed-effect model.

Means Plots

INTERPRETATION: we have a significant result. The value which reaches

significance with a p-value of .001 Costs Payment scheme offered by the
organization is acceptable (which is smaller than the .05 alpha level). This
means there is a statistically significant relationship between Costs Payment
scheme offered by the organization is acceptable and Are you willing to
continue with same services

4. T-TEST
H0: There is no significant relationship between How often do your
organization required the Logistic service and How was the delivery schedule
set

H1: There is significant relationship between How often do your organization

required the Logistic service and How was the delivery schedule set

One-Sample Statistics
Std. Std. Error
N Mean Deviation Mean
Howoftendoyourorgani 132 1.73 .460 .040
zationrequiredtheLogist
icservice
Howwasthedeliverysch 132 1.03 .172 .015
eduleset

One-Sample Test
Test Value = 0
Significance
One-Sided Two-Sided Mean
t df p p Difference
Howoftendoyourorgani 43.330 131 <.001 <.001 1.735
zationrequiredtheLogist
icservice
Howwasthedeliverysch 68.792 131 <.001 <.001 1.030
eduleset

One-Sample Test
Test Value = 0
95% Confidence Interval of
the Difference
Lower Upper
Howoftendoyourorgani 1.66 1.81
zationrequiredtheLogist
icservice
Howwasthedeliverysch 1.00 1.06
eduleset

One-Sample Effect Sizes

95% Confidence
Standardize Point Interval
ra Estimate Lower Upper
Howoftendoyourorgani Cohen's d .460 3.771 3.283 4.257
zationrequiredtheLogis Hedges' .463 3.750 3.264 4.233
ticservice correction
Howwasthedeliverysch Cohen's d .172 5.988 5.243 6.730
eduleset Hedges' .173 5.953 5.212 6.692
correction
a. The denominator used in estimating the effect sizes.
Cohen's d uses the sample standard deviation.
Hedges' correction uses the sample standard deviation, plus a correction factor.

INTERPRETATION: The p-value appears in the same row in the “Asymptotic

Significance (2-sided)” column (.001). The result is significant if this value is
greater than the designated alpha level (normally .05). In this case, the p-value
is greater than the standard alpha value, so we accept the null hypothesis that
asserts the two variables are independent of each other. There is significant
relationship between How often do your organization required the Logistic
service and How was the delivery schedule set

CHISQAURE

H0: There is no significant relationship between Are you willing to continue

with same services and How often do your organization required the Logistic
service
H1: There is significant relationship between Are you willing to continue with
same services and How often do your organization required the Logistic service

Are you willing to continue with same services * How often do your organization
requiredtheLogisticservice Crosstabulation
HowoftendoyourorganizationrequiredtheLo
gisticservice
Monthly
Daily basis Weekly basis basis
Areyo Yes Count 33 83 1
uwillingtocontinuewith Expected 31.9 84.2 .9
sameservices Count
NO Count 3 12 0
Expected 4.1 10.8 .1
Count
Total Count 36 95 1
Expected 36.0 95.0 1.0
Count

Areyouwillingtocontinuewithsameservices *
HowoftendoyourorganizationrequiredtheLogisticser
vice Crosstabulation

Total
Areyouwillingtocontinu Yes Count 117
ewithsameservices Expected 117.0
Count
NO Count 15
Expected 15.0
Count
Total Count 132
Expected 132.0
Count

Chi-Square Tests
 Asymptotic
Significance
Value df (2-sided)
Pearson Chi-Square .608a 2 .738
Likelihood Ratio .746 2 .689
Linear-by-Linear .339 1 .560
Association
N of Valid Cases 132
a. 3 cells (50.0%) have expected count less than 5. The
minimum expected count is .11.

INTERPRETATION: The chi square statistic appears in the Value column of

the Chi-Square Tests table immediately to the right of “Pearson Chi-Square”. In
this the value of the chi square statistic is .608. The p-value appears in the same
row in the “Asymptotic Significance (2-sided)” column (.738). The result is
significant if this value is greater than the designated alpha level (normally .05).
In this case, the p-value is greater than the standard alpha value, so we accept
the null hypothesis that asserts the two variables are independent of each
other. There is no significant relationship between Are you willing to continue
with same services and How often do your organization required the Logistic
service.

FINDINGS

 From the table it is interpreted as 83.7% are male and 16.3% are female.
Hence majority of the respondents are 83.7% are male.
 From the table it is interpreted as 26.9% required logistics services are on
daily basis, 72.1% required logistics services are on weekly basis, 1% on
monthly basis. The majority of the respondents are 72.1% required
logistics services are on weekly basis.
 From the table it is interpreted as 96.2% are before time and 3.8% are on
time. Hence majority of the respondents are 96.2% are before time.
 From the table it is interpreted as 1.9% are Yes and 97.1% are No. Hence
majority of the respondents are 97.1% are No manufacturing product get
damaged while delivery.
 From the table it is interpreted as 91.3% are Yes and 8.7% are No. Hence
majority of the respondents are 91.3% are Yes are you willing to continue
with same services.
 The KMO and Bartlett test evaluate all available data together. A KMO
value obtained id 0.684 which is over 0.5 hence it is significant and a
significance level for the Bartlett’s test is 0.001 which is below 0.05
 suggest there is substantial correlation in the data. Variable collinearity
indicates how strongly a single variable is correlated with other variables

 The R value represents the simple correlation and is 0.535 (the "R"
Column), which indicates a high degree of correlation. The R2 value (the
"R Square" column) 0.287indicates how much of the total variation in
the dependent variable, can be explained by the independent variable,. In
this case, 28.7% can be explained, which is very large indicates that the
regression model predicts the dependent variable significantly well. This
indicates the statistical significance of the regression model that was run.
Here, p < 0.001, which is less than 0.05, and indicates that, overall, the
regression model statistically significantly predicts the outcome variable
(i.e., it is a good fit for the data). There is significant relationship between
Are you willing to continue with same services and Aspacts of logistic
services based upon Reliability When the organisation promises to do
something, it did it, The organisation performs the service right the first
time, When we have problems, the custom shows a genuine interest in
solving them, The organization provides its services at the time it
promises to do so, The organization insists on error-free service

 The p-value appears in the same row in the “Asymptotic Significance (2-
sided)” column (.001). The result is significant if this value is greater than
the designated alpha level (normally .05). In this case, the p-value is
greater than the standard alpha value, so we accept the null hypothesis
that asserts the two variables are independent of each other. There is
significant relationship between How often do your organization required
the Logistic service and How was the delivery schedule set
 we have a significant result. The value which reaches significance with
a p-value of .003 The organization insists on error free service and p-
value is 0.001 Costs Payment scheme offered by the organization is
acceptable (which is greater than the .05 alpha level). This means there is
a statistically significant relationship between Logistic company have the
Modern equipment and The organization insists on error free service,
Costs Payment scheme offered by the organization is acceptable

 we have a significant result. The value which reaches significance with

a p-value of .001 Costs Payment scheme offered by the organization is
acceptable (which is smaller than the .05 alpha level). This means there is
a statistically significant relationship between Costs Payment scheme
offered by the organization is acceptable and Are you willing to continue
with same services

 The chi square statistic appears in the Value column of the Chi-Square
Tests table immediately to the right of “Pearson Chi-Square”. In this the
value of the chi square statistic is .608. The p-value appears in the same
row in the “Asymptotic Significance (2-sided)” column (.738). The result
is significant if this value is greater than the designated alpha level
(normally .05). In this case, the p-value is greater than the standard alpha
value, so we accept the null hypothesis that asserts the two variables are
independent of each other. There is no significant relationship between
 Are you willing to continue with same services and How often do your
organization required the Logistic service

SUGGESTIONS
Regarding VRL Company, the following advice should be taken into
account: The business needs to upgrade its present service facilities.
Since the company's current buses are not very technologically advanced,
it needs introduce more new buses. The business should also launch its
services on new routes. to keep the employees by giving them rewards
that will inspire and urge them to contribute. The appraisal method should
take into account a proper balance of quality, time put into the task, and
interpersonal relationships because each of these factors is equally
significant.

conclusion

The company is in a strong financial situation, according to the overall analysis

of the business. In south India, one of the most well-known transportation firms
is VR Express. Customers have a positive perception of the company's brand.
Additionally, it markets its goods under the "VRL" brand. The staff at VR
Express put forth a lot of effort and dedication. The company's profit and net
worth are rising. As a result, the company has done well since it was founded.
Every department in an organisation is essential. The overall analysis of this
company's management reveals well-maintained and effective departments.
Every portion is operating effectively. Each department's total capacity is well-
organized.
I have gained actual experience at this firm in addition to theoretical
understanding during my studies. I come to the conclusion that all departments'
functions should interact with other departments using contemporary methods.