BANGALORE UNIVERSITY
“A PERFORMANCE EVALUATION OF VRL LOGISTICS LTD
THROUGH THE LENS OF CUSTOMER SATISFACTION”
A dissertation Submitted to the Bangalore University
For the Partial Fulfillment of the Degree of
MASTER OF COMMERCE
Submitted By
SWATHI R
REG No: P03FX23C012010
(2024 - 25)
Under the guidance of
HARISH K
[Link] COORDINATOR
MCOM, MBA, MPHIL, PGDIHRM, PGDIM ,PGDIFM LLB
KUVEMPU FIRST GRADE COLLEGE
MALLASANDRA, BANGLORE-560057
Bangalore university
Declaration
I, SWATHI R, student KUVEMPU FIRST GRADE COLLEGE,
hereby declare that the project report entitled “A PERFORMANCE
EVALUATION OF VRL LOGISTICS LTD THROUGH THE LENS
OF CUSTOMER SATISFACTION.” completed under the guidance of
Mr. HARISH K. (MCOM Coordinator), is a record of independent study
carried out by me and is in partial fulfilment of award of Master of
commerce, Bangalore University.
I declare that the facts and data in this project report are true to the
best of my knowledge and belief. This is my original work and has not
submitted for the award of any other degree/diploma, of any other Institute
or University.
Place: SWATHI R
Date: Reg. No: P03FX23C012010
Acknowledgement
It is my privilege that I had been given an opportunity to prepare a project
“A PERFORMANCE EVALUATION OF VRL LOGISTICS LTD
THROUGH THE LENS OF CUSTOMER SATISFACTION.” by the
company for the final year [Link] course in Bangalore University.
I am grateful to our principal Dr. M.G. KRISHNAMURTY For
encouraging me to do this work.
It is my privilege to thank Mr. HARISH K, for giving me valuable advices
and suggestions throughout my project work.
I am deeply indebted to my guide Associate Prof. Ms BINDHU AND
Ms KUSUMA, for guiding me throughout the project and kind in lending
his expertise, valuable guidance and genuine interest that have eventually
helped in compiling and enriching this report successfully.
Finaly I would like to express my sincere thanks to my parents and friends
who provided the moral support required to complete the project.
Date: SWATHI R
Reg. No: P03FX23C012010
EXECUTIVE SUMMARY
As I have taken the topic customers satisfaction to know the
perception of the customers about the VRL Logistics. I had good
relationship with the company officials. I hope this study shall be
helpful in my career to achieve the real time market survey.
With the changing scenario of business around the globe,
organizations have quickly and effectively synergized with the dynamic
of the modern business. Their orientation, their focus, their process and
above all, their ways of marketing everything has involved.
The research is quantitative and it has been presented by qualitative
variables, the sampling method was adopted and the sample size of 50
customers was taken. The data has been tabulated and analyzed and
inferences drawn. Table were made using statistical tool based on which
graphs are drawn for clear comprehension for data collected from the
samples survey. The analysis and the inferences were made of the varied
option produced, which shows the “customer satisfaction VRL Logistics
Services”. While going for the service, they give primary importance to
quality, comfort and price etc. Social factors like friends, relatives, peer
groups also contribute indirectly to customer satisfaction. According to
rating by 100 best customers, VRL is doing the best in performance,
quality vice. Overall customers are satisfied with VRL Logistics. And
they are happy with services offered by the agents. But at the same time,
the customers wanted to improve the quality of service.