A STUDY ON CUSTOMER SATISFACTION TOWARDS VRL LOGISTICS LTD
Introduction To The Subject Background
VRL Logistics
A wide spread idea prevails that logistics is movement of goods. That is a narrow
concept. Logistics is much more & much wider and mere physical handling of goods.
Logistics involves several other functions such as purchasing plant location, plant layout, etc.
And even the disposable of wastes. It covers astonishingly varied professional disciplines.
Founded in 1976 by Mr. Vijay Sankeshwar in Gadag, a small town in North Karnataka
with a single truck and a vision that was way ahead of its time. VRL soon expanded its
service to Bangalore, Hubli and Belgaum. From this humble beginning VRL has grown into a
nationally renowned logistics and transport company which is currently the largest fleet
owner in India with a fleet of 2691 Vehicles (Including 196 hi-tech tourist buses &2495
Trucks) as of 15th August [Link] published in the Limca Book of Records.
Over the years VRL has pioneered in providing a safe and reliable delivery network in
the field of parcel service. It has spread its operations to Courier Service, Express Cargo &
Aviation to meet the growing demand of the burgeoning customer base.
3PL & Warehousing solutions offered by VRL are tailor-made and cater to unique
needs of various customers of the industry. With the largest network in India, the VRL parcel
service is indispensable for large number of corporate houses. This network spans the length
and breadth of the country and is supported by large number of transhipment hubs. VRL
operates through a network of 2629 Locations & 911 Branches, franchisees and our valuable
customers. VRL is now expanding its service to reach even the remote locations of the
Country.
The efficiency of our fleet of vehicles hinges on our all inclusive state-of-the-art workshop
cum service complex at Hubli (Karnataka). Every vehicle of our fleet passes through this
master service facility so that they are at peak levels of performance, leading to better cost
efficiencies and time management.
Dept. Of MBA, DSCE
A STUDY ON CUSTOMER SATISFACTION TOWARDS VRL LOGISTICS LTD
Importance of Logistics Management in India
Liberalisation and opening our door to door competition.
Global business has long supply &distribution lines.
Changing Indian customer, aware, demanding and less brand loyal.
Competition ensures that product differentiation in terms of quality is difficult.
OBJECTIVES:
1.
To understand customer preferences.
2.
To study the relationship between the customer & transporter and the factors of
perception.
3.
To identify the problems if any in the field of customer satisfaction in the logistics
sector and to come out with solution for the problem.
4.
To give feasible suggestion to the company about the improvement in quality of
services.
5. To assimilate and understand the function of each department in the organisation
6. To develop necessary interpersonal and managerial skill
SCOPE OF THE STUDY:
This study is restricted to the logistics services offered by VRL services & the time
period of the study is between Feb to May.
The study provides the impact of the level of logistics service in the market.
The project determines the trade and logistics management facility.
Dept. Of MBA, DSCE
A STUDY ON CUSTOMER SATISFACTION TOWARDS VRL LOGISTICS LTD
The project deals with measurement of service, and links with internal
performance appraisal and improvement process of trade industry.
To gain all around views of management operations
To understand the work culture
To integrate practical experiment with theoretical concept
LITERATURE REVIEW:
Logistics occupy an integral role in the marketing of a product good logistics ensure
the quality of the product is safeguarded and the product is delivered at the right time, right
place and to the target customers.
This project is undertaken to study the importance of logistics as a part of marketing
strategy and to find out the competitors services that are having a greater percentage of profit
in the market, in which VRL Logistics is going to give the good services and aim to know
their strategies so that the company can target on those concerned areas and can acquire a
greater market in the field of logistics management
The corporate integrity is a critical asset and vrl is committed to upholding it in
everything to [Link] share our expectations and opinions and strive to maintain a workplace
built on mutual values, trust and goodwill & we continue to embed these ethical standards in
our business environment. Noteworthy is the Vignyan Yog Shivir that we organized that was
conducted by Param Pujya Ramdevji Maharaj which was attended by more than 10,000
people across the state. To provide the highest quality service to our customers by
continuously increasing cost efficiency and maintaining delivery deadlines. To encourage our
employees / workforce to strive for quality & excellence in everything they do. To promote
team work and create a work environment that takes care of talent and brings out the best in
our employees.
Dept. Of MBA, DSCE
A STUDY ON CUSTOMER SATISFACTION TOWARDS VRL LOGISTICS LTD
RESEARCH METHODOLOGY:
Research methodology refers to the plan or structure of investigation followed
to get an answer to the formulated hypothesis which is performed in the below show
process.
Research design:
Research design is the specification of methods and procedures for acquiring
the information needed. It is the overall operational pattern or framework of the
project that stipulates what information is to be collected from which sources by what
procedures.
RESEARCH TYPE:
SAMPLING PLAN:
Descriptive research
Population-240
SAMPLING METHOD:
Sample size-20
Convenient- sampling method
QUESTIONAIRE
TYPE
AND
THE Questionnaire method
STRUCTURE:
RESPONDENTS OF THE STUDY:
Total of 40 customers were selected from the
Bangalore city for this study to analyze the
customer satisfaction with reference to VRL
Logistics Ltd.
SAMPLING PLAN OF THE STUDY:
Method of sampling:
Dept. Of MBA, DSCE
A STUDY ON CUSTOMER SATISFACTION TOWARDS VRL LOGISTICS LTD
The sampling technique for the purpose of this project would be Convenience
sampling method.
Dept. Of MBA, DSCE