A STUDY ON CUSTOMER SATISFACTION TOWARDS ST

COURIER

Internship Report

Submitted in partial fulfillment for the award of the degree of

Bachelor of Commerce (A&F) Submitted

by

NAVEEN KUMAR. V
Register No. RA2331202040027

Under the guidance of

Dr. R. AARTHI ALAMELU

Assistant Professor

DEPARTMENT OF COMMERCE (ACCOUNTING&FINANCE)

FACULTY OF SCIENCE AND HUMANITIES
SRM INSTITUTE OF SCIENCE AND TECHNOLOGY
VADAPALANI CAMPUS

OCTOBER-2024 CERTIFICATE
This is to certify that the Internship Report entitled “A STUDY ON CUSTOMER

SATISFACTION TOWARDS ST COURIER” is a bonafide work done by ‘NAVEEN

KUMAR.V, a student of Bachelor of Commerce (A&F), Faculty of Science and Humanities, SRM

Institute of Science and Technology, Vadapalani Campus during the period of his/her study in the

academic year 2023-2026. This internship report represents entirely an independent work of the

candidate under my supervision and guidance.

Subject Name: Internship-I

Subject Code: UAF23P01L

Place: Chennai

Date of Submission: 25/10/2024

Guide Head of the Department

Dr. [Link] ALAMELU [Link]

(Assistant Professor) (Associate Professor)

Internal Examiner External Examiner

DECLARATION
I hereby declare that the internship report- UAF23P01L entitled “A STUDY ON CUSTOMER

SATISFACTION TOWARDS ST COURIER” submitted by me for partial fulfillment of the

degree of Bachelor of Commerce (A&F) under the guidance of “Dr. R. AARTHI ALAMELU”,

Assistant Professor, Department of Commerce (A&F), Faculty of Science and Humanities, SRM

Institute of Science and Technology, Vadapalani Campus and the same has not been submitted

elsewhere for the award of any degree.

Place: Chennai

Date:25/10/2024 Signature

ACKNOWLEDGEMENT

I would like to express our deepest gratitude to our Founder Chancellor T. R. Paarivendhar,
Chairman Dr. Ravi Pachamuthu, for providing me an opportunity to study in this distinguished
institute.
I wish to extend my sincere thanks to [Link], Director Academics, SRM Group and
I express my heartfelt thanks to [Link], Dean, FSH, SRM IST, Vadapalani
for his constant encouragement, proved as a source of unparalleled inspiration.

I would like to express my deepest gratitude to [Link], Associate Professor, HoD,

Department of Commerce (A&F), FSH, SRM IST, Vadapalani for giving me an opportunity to take
up this internship. I also would like to thank my guide (Dr. [Link] ALAMELU), Assistant
Professor, Department of Commerce (A&F), FSH, SRM IST, Vadapalani for his/her valuable
guidance, consistent encouragement, personal caring, timely help and providing me with an
excellent atmosphere for doing research. All through the work, in spite of his/her busy schedule,
he/she has extended cheerful and cordial support to me for completing this internship report.

I would like to express my gratitude towards (ARUN AGGARWAL) for giving me an opportunity
to work at (FRANCH EXPRESS COURIER PVT LTD) and for their kind co-operation and
encouragement which helped me in completion of this internship report.

I also acknowledge with a deep sense of reverence, my gratitude towards my parents and family
who has always supported me morally as well as economically and to all my friends who directly
or indirectly helped me complete this internship report.

Above all I thank God Almighty for showering upon me his grace and blessings.

(NAVEEN KUMAR.V)
 CHAPTER 1
INTRODUCTION

1.1 Introduction:

A study on the level of customer satisfaction towards courier Logistics is the part
of supply chain management that deals with the efficient forward and reverse flow of
goods, services, and related information from the point of origin to the point of
consumption according to the needs of customers. Logistics management is a component
that holds the supply chain together. The resources managed in logistics may include
tangible goods such as materials, equipment, and supplies, as well as food and other
consumable items.

In military logistics, it is concerned with maintaining army supply lines with food,
armaments, ammunition, and spare parts apart from the transportation of troops
themselves. Meanwhile, civil logistics deals with acquiring, moving, and storing raw
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materials, semi-finished goods, and finished goods. For organisations that provide garbage
collection, mail deliveries, public utilities, and after- sales services, logistical problems
must be addressed.

Logistics deals with the movements of materials or products from one facility to
another; it does not include material flow within the production or assembly plants, such
as production planning or single-machine scheduling. Logistics occupies a significant
amount of the operational cost of an Organisation or country. Logistical costs of
organizations in the United States incurred about 11% of the United States national gross
domestic product (GDP) as of 1997. In the European Union, logistics costs were 8.8% to
11.5% of GDP as of 1993.

Dedicated simulation software can model, analyze, visualize, and optimize

logistics’ complexity. Minimizing resource use is a common motivation in all logistics
fields. A professional working in logistics management is called a logistician.

Logistics is the process of planning, implementing, and controlling the efficient

flow and storage of goods, services, and related information from the point of origin to the
point of consumption. It encompasses various activities, including transportation,
warehousing, inventory management, and order fulfillment. Effective logistics is crucial
for businesses to optimize operations, reduce costs, and enhance customer satisfaction,
making it a key component of supply chain management. With the rise of e-commerce and
globalization, logistics has become increasingly complex, requiring advanced technologies
and strategic planning to meet consumer demands and improve efficiency.

1.2 Objectives: Objectives of Logistics

1. Inventory Optimization

2. Cost Efficiency

3. Timely Delivery

4. Risk Management

5. Technology Integration

6. Sustainability

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 7. Scalability

8. Customer Satisfaction

9. Compliance & Regulation

10. Competitive Advantage

1: Inventory Optimization

Logistics management plays a pivotal role in maintaining optimal inventory levels

by closely monitoring supply chain processes. It ensures the right products are in stock
without overstocking and minimizes holding costs and the risk of obsolete inventory.

Moreover, through demand forecasting, efficient warehousing, and transportation

coordination, logistics management ensures that goods are replenished just in time and
prevents shortages or excesses.

This efficient inventory control improves cash flow, minimizes storage expenses,
and enhances overall supply chain agility. Overall, it allows businesses to meet customer
demand while controlling costs.

2: Cost Efficiency

Logistics management minimizes operational costs by optimizing the movement

and storage of goods. It achieves this through efficient route planning, reducing
transportation expenses, and consolidating shipments to lower freight costs. Effective
inventory management also prevents overstocking and reduces holding costs.

Additionally, it minimizes warehouse and labor expenses by streamlining processes.

Moreover, technology integration, like GPS tracking and inventory software, enhances
visibility and decisionmaking, further reducing costs. Overall, logistics management's
focus on process efficiency, resource optimization, and data-driven decision-making helps
businesses achieve significant cost reductions in their supply chain operations.

3: Timely Delivery

Timely deliveries are paramount in logistics as they directly impact customer

loyalty. Meeting delivery deadlines ensures that customers receive products when

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expected, enhancing their trust in a brand. Delays can lead to dissatisfaction, order
cancellations, or lost customers.

On-time deliveries also reduce the need for safety stock and expedited shipping,
thus cutting operational costs. Consistency in meeting deadlines helps build a reputation
for reliability, encouraging repeat business and positive word-of-mouth, which is crucial
in today's competitive market.

4: Risk Management

Identifying and mitigating risks in logistics is vital because it safeguards supply

chain continuity and business reputation. Unexpected events, such as natural calamities or
supply chain disruptions, can lead to delayed deliveries, increased costs, and customer
dissatisfaction.

On the other hand, proactive risk management allows for contingency planning,
minimizing the impact of disruptions. It also guarantees compliance with legal and
regulatory requirements, avoiding penalties. Moreover, addressing risks enhances overall
operational resilience, builds stakeholder trust, and secures the long-term sustainability and
success of the business in a dynamic and unpredictable business environment.

5: Technology Integration

Technology integration is pivotal in modern logistics management. It enhances

efficiency and accuracy across the supply chain. Advanced systems enable real-time
tracking, providing visibility into inventory, shipments, and delivery routes. This results in
better resource allocation, reduced transit times, and lower operational costs.

Automation also streamlines processes like order processing and warehouse

management, reducing human errors. Data analytics and AI-driven insights enable
informed decision-making and demand forecasting, optimizing inventory levels.
Technology integration empowers logistics managers to adapt to dynamic market demands
and deliver timely, cost-effective solutions.

6: Sustainability

Sustainability in logistics is essential, considering its far-reaching impact. It reduces

carbon emissions, lowers operational costs, and ensures compliance with environmental

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regulations. Sustainable practices like fuel-efficient transportation, energy-efficient
warehouses, and ecofriendly packaging minimize the ecological footprint.

Furthermore, sustainability enhances a company’s reputation, attracting

environmentally conscious customers and partners. In an era of climate change awareness,
prioritizing sustainability in logistics contributes to global environmental preservation and
makes good business sense.

7: Scalability

Scalability in logistics management is crucial as it allows businesses to adapt

swiftly to changing demands. Whether experiencing growth or fluctuations, an agile
logistics framework can efficiently accommodate variations in supply chain volume.
Scalable systems enable businesses to expand into new markets, handle seasonal surges,
and remain competitive.

Additionally, scalability fosters cost-effectiveness by optimizing resource

allocation. It ensures that logistics operations remain responsive, cost-efficient, and
capable of sustaining long-term growth.

8: Customer Satisfaction

Logistics management plays a pivotal role in customer satisfaction by ensuring that

products reach customers accurately, on time, and in pristine condition. Efficient order
processing, precise inventory management, and optimized transportation result in timely
deliveries, meeting or exceeding customer expectations.

Also, transparent tracking systems enable customers to monitor shipments,

enhancing their experience. Conversely, poor logistics can lead to delays, errors, and
frustrations, negatively impacting brand reputation. In today's competitive market,
excellent logistics management is critical to delivering top-notch customer service and
fostering long-term relationships.

9: Compliance & Regulation

Adhering to international regulations and customs requirements is highly essential

in logistics to ensure seamless cross-border trade. Failure to meet compliance can lead to
fines, and shipment delays. Compliance fosters trust with customs authorities, minimizes
risk, and prevents costly disruptions.
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 It also ensures the integrity and security of supply chains, protecting against
counterfeiting and illegal activities. Adherence to international standards signals a
commitment to responsible global trade, making it essential for businesses seeking to
expand their reach and maintain a positive reputation.

10: Competitive Advantage

Effective logistics management grants businesses a competitive edge by optimizing

operations, minimizing costs, and enhancing customer satisfaction. It ensures timely
deliveries, which is a significant factor in customer loyalty and market reputation.

Efficient inventory management and streamlined supply chains also enable cost
savings. Moreover, logistics innovation, such as real-time tracking and automation,
enhances agility. By consistently meeting customer demands while operating efficiently, a
company can outperform competitors, respond to market changes swiftly, and secure its
position as an industry leader.

1.3 Advantages

• Inventory Management

• Risk management

• Boosting profitability

• Intelligent route planning

• Supply chain visibility

• Transportation

• Automating manual tasks

• Competitive edge

• Customer service

• Demand forecasting

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1. Inventory management

Inventory management refers to the process of ordering, storing, using, and selling
a company's inventory. This includes raw materials, components, and finished products, as
well as the warehousing and processing of these items. There are different methods of
inventory management, each with its pros and cons, depending on a company's needs.

2. Risk Management

Risk management is one of the most critical processes in modern business. In

essence, it is a process that identifies loss exposures faced by an organization and selects
the most appropriate techniques for treating these risks. Because the term risk is ambiguous
and has different meanings, risk managers typically use the term loss exposure to identify
potential losses. Loss exposure in any situation or circumstance in which a loss is possible,
regardless of whether a loss occurs. In the past, business risk managers generally
considered only pure loss exposures faced by their companies. However, new forms of risk
management have emerged that consider both pure and speculative loss exposures.

3. Boosting profitability

Profitability is the ability of a business to produce more revenue than expenses.

Companies typically produce revenue through the sale of products or services to consumers
and generate expenses by paying their employees and producing their products or services.
You can categorize business expenses as direct costs, which are the costs of paying
employees directly involved in the production of a product or service, and indirect costs,
which are also known as overhead. Overhead may include depreciation, property taxes,
indirect materials costs and wages for employees that aren’t directly involved in the
production processes.

A profit margin is the amount of money that a business makes from the sale of a
product or service. To arrive at a profit margin for a unit of a product or service, you
subtract the indirect costs and direct costs from the price that customers pay for the product
or service. For example, if it costs you $1.00 to produce a pizza, including all direct and
indirect costs, and you sell it to customers for $5.00, your profit margin is
$4.00 for each pizza

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4. Intelligent route planning

Intelligent Route Planner will consider traffic information on the roads, and suggest
the fastest route to arrive. Intelligent Route Planner will consider the remaining battery,
incline difference of the roads etc., and calculate the distance you can keep driving.

A route planner is a SaaS (Software as a Service) solution that allows you to create,
optimize, and track your business routes automatically. It enables you to visualize your
appointments, clients, and points of interest on a map and generates an optimized route
taking into account specific criteria:

1. Distance

2. Traffic conditions

3. Time constraints

4. Personal preferences

5. Supply chain visibility

Supply chain visibility is the ability to view or track inventory as it moves through
the supply chain. Real-time supply chain visibility is the complete, end-to-end view of a
company’s logistics, inventory and warehouse management processes and people in real
time. Advanced, AI-driven supply chain platforms enable total visibility into shipments
and inventory on the move – right from air freight and shipping cargo all the way down to
the exact bin level in the warehouse.

As inventory moves through the supply chain, the types of supply chain visibility
include:

• Order Visibility

• Inventory Visibility

• Shipment Visibility

• Production Visibility

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6. Transportation

Transport in British English or transportation (in American English is the

intentional movement of humans, animals, and goods from one location to another. Modes
of transport include air, land (rail and road), water, cable, pipelines, and space. The field
can be divided into infrastructure, vehicles, and operations. Transport enables human trade,
which is essential for the development of civilizations.

Transport infrastructure consists of both fixed installations, including roads,

railways, airways, waterways, canals, and pipelines, and terminals such as airports, railway
stations, bus stations, warehouses, trucking terminals, refueling depots (including fuel
docks and fuel stations), and seaports. Terminals may be used both for the interchange of
passengers and cargo and for maintenance.

7. Automating manual task

Task automation is the process of using technology to automative repetative,

routine, and often manual tasks. It typically involves using tech—like a work management
platform—to automate workflows and standardize processes like data entry, scheduling,
building work backs, and more, without manual input.

Automation describes a wide range of technologies that reduce human

intervention in processes, mainly by predetermining decision criteria, sub process
relationships, and related actions, as well as embodying those predeterminations in
machines. Automation has been achieved by various means including mechanical,
hydraulic, pneumatic, electrical, electronic devices, and computers, usually in
combination. Complicated systems, such as modern factories, airplanes, and ships
typically use combinations of all of these techniques. The benefit of automation includes
labor savings, reducing waste, savings in electricity costs, savings in material costs, and
improvements to quality, accuracy, and precision.

8. Competitive edge

In business, a competitive advantage is an attribute that allows an organization to

outperform its competitors.

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 A competitive advantage may include access to natural resources, such as
highgrade ores or a low-cost power source, highly skilled labor, geographic location, high
entry barriers, and access to new technology and to proprietary information.

There are three types of Competitive edge they are 1. Cost: Provide offerings at the lowest
price.

2. Differentiation: Provide offerings that are superior in quality, service, or features.

3. Specialization: Provide offerings narrowly tailored to a focused market.

9. Customer service

Customer service refers to the assistance an organization offers to its customers

before or after they buy or use products or services. Customer service includes actions such
as offering product suggestions, troubleshooting issues and complaints, or responding to
general questions.

Customer service is the assistance and advice provided by a company through

phone, online chat, mail, and e-mail to those who buy or use its products or services. Each
industry requires different levels of customer service, but towards the end, the idea of a
well-performed service is that of increasing revenues. The perception of success of the
customer service interactions is dependent on employees "who can adjust themselves to
the personality of the customer".

Customer service is often practiced in a way that reflects the strategies and values
of a firm. Good quality customer service is usually measured through customer retention.

10. Demand Forecasting

Demand forecasting is the prediction of the quantity of goods and services that
will be demanded by consumers at a future point in time. More specifically, the methods
of demand forecasting entail using predictive analytics to estimate customer demand in
consideration of key economic conditions. This is an important tool in optimizing business
profitability through efficient supply chain management. Demand forecasting methods are
divided into two major categories, qualitative and quantitative methods.

Qualitative methods are based on expert opinion and information gathered from the
field. This method is mostly used in situations when there is minimal data available for
analysis such as when a business or product has recently been introduced to the market.
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Quantitative methods, however, use available data, and analytical tools in order to produce
predictions. Demand forecasting may be used in resource allocation, inventory
management, assessing future capacity requirements, or making decisions on whether to
enter a new market

1.4 Disadvantage

• High Costs

• Complexity

• Risk of Disruption

• Environmental Impact

• Dependency on Technology

1. High Cost

High cost generally refers to something that requires a significant amount of money
to obtain or maintain. This could apply to goods, services, investments, or even the long-
term expenses associated with a particular choice. If you provide more context, I can give
a more detailed explanation or analysis.

2. Complexity

Complexity characterizes the behavior of a system or model whose components

interact in multiple ways and follow local rules, leading to non-linearity, randomness,
collective dynamics, hierarchy, and emergence.

The term is generally used to characterize something with many parts where those
parts interact with each other in multiple ways, culminating in a higher order of emergence
greater than the sum of its parts. The study of these complex linkages at various scales is
the main goal of complex systems theory.

3. Risk of disruption

Disruption risk is risk which arise from natural disaster, such as weather disruption,
or man made ones such as economic crises.

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 The risk of disruption generally refers to the potential for events or changes to
interrupt normal operations, processes, or activities. This can apply to various contexts,
such as:

1. Business Operations: Factors like supply chain issues, technological failures, or

market shifts can disrupt a company’s normal functioning.

2. Technology: Cyberattacks, software bugs, or hardware malfunctions can cause

significant disruptions.

3. Social and Political: Events like strikes, protests, or geopolitical conflicts can lead
to disruptions in services or economic activities.

4. Natural Disasters: Events such as earthquakes, floods, or hurricanes can cause

substantial interruptions.

4. Environmental impact

The environmental impact refers to the effect that human activities and natural
events have on the environment. It encompasses a range of factors, including:

Air Quality: Emissions from vehicles, industries, and agriculture can lead to air
pollution, contributing to climate change and health problems.

Water Resources: Activities such as mining, industrial processes, and agriculture

can lead to water pollution and depletion of freshwater resources.

Land Use: Urbanization, deforestation, and agriculture can cause habitat loss, soil
erosion, and changes in land cover.

Biodiversity: Habitat destruction, pollution, and climate change can lead to loss of
species and disruption of ecosystems.

Waste Management: Improper disposal and high levels of waste production can
lead to landfills overflow, pollution, and resource depletion.

5. Dependency on Technology

Dependency on technology refers to the reliance individuals and societies have on

technological systems and devices for various aspects of daily life. This dependency can
have several implications:
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1. Convenience: Technology simplifies many tasks, from communication and
information access to automation in industries and homes.

2. Productivity: Tools like computers, software, and machinery increase efficiency

and enable complex tasks to be completed more quickly and accurately.

3. Social Interaction: Technology influences how people interact, often shifting

communication to digital platforms and social media.

4. Education and Knowledge: Access to information and educational resources has

been greatly enhanced by technology, facilitating learning and research.

5. Economic Impact: Technology drives innovation, creates jobs, and supports

economic growth, but also leads to job displacement in some sectors.

1.5 Scope of Logistics

• Transportation

• Warehousing

• Inventory Management

• Order Fulfillment

• Supply Chain Management

• Logistics Planning

• Information Management

• Customer Services

• Reverse Logistics

The scope of logistics encompasses a broad range of activities essential for the
efficient and effective movement and storage of goods. It typically includes:

1. Transportation: Planning and managing the movement of goods by various modes

such as road, rail, air, and sea.

2. Warehousing: Storing goods in warehouses or distribution centers and managing

inventory levels.

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3. Inventory Management: Controlling and monitoring stock levels to balance
supply and demand.

4. Order Fulfillment: Processing and fulfilling customer orders, including picking,

packing, and shipping.

5. Supply Chain Management: Overseeing and optimizing the entire supply chain,
from suppliers to end consumers.

6. Logistics Planning: Developing strategies for transportation, storage, and

distribution to minimize costs and improve efficiency.

7. Information Management: Using technology and data analytics to track and

manage logistics operations and improve decision-making.

8. Customer Service: Ensuring that the logistics processes meet customer needs and
addressing any issues that arise.

9. Reverse Logistics: Managing the return of goods and the disposal or recycling of
products.

1.6 Limitations of Logistics

• Supply chain visibility

• Driver shortage

• Fuel costs
• Regulations
• Sustainability
• Cutting transportation costs

• Delivery delays
• Enhanced client experience Supply chain visibility
Supply chain visibility is the ability to view or track inventory as it moves through
the supply chain. Real-time supply chain visibility is the complete, end-to-end view of a
company‘s logistics, inventory and warehouse management processes and people in real
time. Advanced, AI-driven supply chain platforms enable total visibility into shipments
and inventory on the move – right from air freight and shipping cargo all the way down to
the exact bin level in the warehouse.
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 Types of Supply Chain Visibility, Goals, and the Importance of Supply Chain
Visibility

As inventory moves through the supply chain, the types of supply chain visibility
include:

Order Visibility Inventory Visibility Shipment Visibility

Production Visibility

The key goals of supply chain visibility include optimizing inventory levels,
improving coordination with trading partners, mitigating risk, and providing
accountability. The importance of supply chain visibility lies in the fact that it helps
enterprises to make datadriven decisions and enhance process efficiency. Enterprises – by
enabling end-to-end transparency into material flows – can meet customer expectations,
reduce costs, and build highly resilient supply chains efficiently.

Driver shortage

A critical but often overlooked aspect of global logistics, especially in India, is the
compensation for truck drivers. This shortage results in an estimated annual loss of about
Rs 60,000 crore, with over 8.5 million truck drivers facing health issues, lack of rest,
physical stress, and mental pressure.

Additionally, the proposed legislation under Bharatiya Nyaya Sanhita, 2023, with
stringent provisions against truck drivers, has faced strong opposition from transporters
nationwide, raising concerns about potential disruptions in the supply chains.

The logistics industry especially, in India, encountered a significant challenge in

the shortage of drivers, struggling with a scarcity of nearly 2.2 million drivers. From
delayed deliveries to increased operational costs, the ramifications of this shortage
reverberate throughout the supply chain. Let’s explore more detail about the driver
shortage and how it’s affecting the transportation and logistics industry.

Fuel Cost

A fuel surcharge, commonly abbreviated as FSC, is an additional fee imposed by

transportation providers to offset the impact of fluctuating fuel prices. It is designed to
ensure that shipping costs remain adaptable to the dynamic nature of fuel expenses.

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 Fuel Cost means the amount to be paid monthly by QFCP Generator for the natural
gas purchased by QFCP Generator under Company’s Service Classification LVG-QFCP-
FC.

Fuel Cost means the delivered cost of fuel consumed by an electric generator,
expressed in dollars.

Fuel Cost means the average price per gallon of motor fuel divided by the miles
per gallon fuel efficiency of a motor vehicle.

Regulation

Regulation is the management of complex systems according to a set of rules and

trends. In systems theory, these types of rules exist in various fields of biology and society,
but the term has slightly different meanings according to context. For example:

1. In government, typically regulation (or its plural) refers to the delegated legislation
which is adopted to enforce primary legislation; including land-use regulation

2. In economy: regulatory economics

3. In finance: Financial regulation

4. In business, industry self-regulation occurs through self-regulatory organizations

and trade associations which allow industries to set and enforce rules with less
government involvement; and,

5. In biology, gene regulation and metabolic regulation allow living organisms to

adapt to their environment and maintain homeostasis;

6. In psychology, self-regulation theory is the study of how individuals regulate their

thoughts and behaviors to reach goals.

Sustainability

Sustainability is a social goal for people to co-exist on Earth over a long period of
time. Definitions of this term are disputed and have varied with literature, context, and
time. Sustainability usually has three dimensions (or pillars): environmental, economic,
and social. Many definitions emphasize the environmental dimension. This can include

16
addressing key environmental problems, including climate change and biodiversity loss.
The idea of sustainability can guide decisions at the global, national, organizational, and
individual levels. A related concept is that of sustainable development, and the terms are
often used to mean the same thing. UNESCO distinguishes the two like this: "Sustainablity
is often thought of as a long-term goal (i.e. a more sustainable world), while sustainable
development refers to the many processes and pathways to achieve it.

Details around the economic dimension of sustainability are controversial Scholars

have discussed this under the concept of weak and strong sustainability. For example, there
will always be tension between the ideas of "welfare and prosperity for all" and
environmental conservation, so trade-offs are necessary. It would be desirable to find ways
that separate economic growth from harming the environment. This means using fewer
resources per unit of output even while growing the economy. This decoupling reduces the
environmental impact of economic growth, such as pollution. Doing this is difficult. Some
experts say there is no evidence that such a decoupling is happening at the required scale.

Cutting transportation costs

Cutting transportation costs involves reducing expenses associated with the

movement of goods or people. This can be achieved through strategies like optimizing
routes, consolidating shipments, negotiating better rates with carriers, and utilizing more
efficient transportation modes. The ultimate goal is to enhance efficiency and minimize
expenditures while maintaining service quality.

Cutting transportation costs can be achieved through several strategies:

1. Route Optimization: Use software to analyze and improve delivery routes,

reducing fuel consumption and travel time.

2. Consolidation of Shipments: Combine shipments to minimize trips and maximize

load capacity

3. Negotiating with Carriers: Regularly review contracts and negotiate better rates
with carriers or switch to more cost-effective ones.

4. Utilizing Technology: Implement fleet management software to track performance

and maintenance needs, enhancing efficiency.

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5. Alternative Transportation Modes: Explore rail, barge, or other modes that may
be more cost-effective than trucking for certain shipments.

6. Reducing Empty Miles: Monitor and reduce the distance traveled without cargo,
possibly by backhauling or finding additional loads.

7. Fuel Efficiency: Invest in fuel-efficient vehicles and train drivers in eco-friendly

driving practices.

8. Telecommuting: Encourage remote work where possible to reduce employee

commuting costs.

9. Inventory Management: Optimize inventory levels to reduce the frequency of

shipments and avoid rush fees.

10. Reviewing Supplier Locations: Assess and potentially relocate suppliers closer to
reduce shipping distances.

Implementing a combination of these strategies can lead to significant cost savings

in transportation.

Delivery delays

Delivery delays refer to the late arrival of goods or services beyond the promised
timeframe. Common causes include:

1. Traffic Issues: Congestion or road closures can significantly slow down delivery
times.

2. Weather Conditions: Adverse weather, such as storms or heavy snowfall, can

disrupt transportation.

3. Supply Chain Disruptions: Delays in production or issues with suppliers can affect
delivery schedules.

4. Inaccurate Address Information: Incorrect or incomplete delivery addresses can

lead to delays.

5. Increased Demand: Sudden spikes in orders can overwhelm logistics capabilities.

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6. Customs and Regulatory Delays: International shipments may face holdups at
borders due to customs checks.

To mitigate delivery delays, businesses can improve communication, streamline

logistics processes, and utilize technology for real-time tracking.

Enhanced client experience

Enhanced client experience refers to improving how customers interact with a

business, leading to increased satisfaction and loyalty. This can be achieved through
personalized services, timely communication, user-friendly interfaces, and efficient
support. Implementing feedback mechanisms and leveraging technology, such as CRM
systems, can help businesses better understand and meet client needs, ultimately creating
a more positive and engaging relationship.

Enhanced client experience refers to the strategic improvement of all interactions

a customer has with a business, aiming to increase satisfaction and loyalty. It involves
personalizing services, streamlining processes, providing timely support, and actively
seeking and incorporating customer feedback. The goal is to create a seamless and positive
journey that meets and exceeds client expectations at every stage.

The objectives of enhanced client experience include:

1. Increased Customer Satisfaction: Ensure clients feel valued and satisfied with their
interactions.

2. Improved Customer Loyalty: Foster long-term relationships that encourage repeat

business and referrals.

3. Personalization: Tailor services and communications to meet individual client

needs and preferences.

4. Efficient Communication: Streamline communication channels for quicker and

clearer responses.

5. Reduced Churn: Minimize client turnover by addressing issues proactively and

effectively.

6. Positive Brand Perception: Build a strong, positive reputation that attracts new
customers.
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7. Feedback Utilization: Actively gather and implement client feedback to
continuously improve services.

8. Competitive Advantage: Differentiate from competitors by offering superior client

experiences.

Company Profile

About Franch Express Courier Pvt. Ltd.

Established in 1987, Franch Express Courier Pvt. Ltd. has emerged as a premier
courier service provider in South India, earning the trust and loyalty of clients over more
than three decades.

With a commitment to excellence, we have become synonymous with efficient and

reliable courier services in the region

Specialization in South India

Operating through a vast network of 9,000 serviceable locations and 1200
branches, we cover Tamil Nadu, Kerala, Karnataka, Andhra Pradesh, Telangana, and
Pondicherry. Our reach extends from major commercial hubs to the tiniest villages,
reflecting our deep-rooted presence and specialisation in serving every corner of South
India. All of our warehouses are equipped with best in line CCTV facilities ensuring safety
of all of our customers’ parcels and packages. We also provide digitalized PODs (Proof of
Delivery) to ensure that the right parcels reach the right people.

Fleet Management
We manage a diverse fleet of approximately 200 vehicles, including major
(20/17/14-foot containers) and minor (407/Tata Super Aces) vehicles. These vehicles are
equipped with GPS systems for efficient tracking and are operated by trained staff to ensure
safe and timely delivery.

Online – Tracking

Our advanced tracking system enables us to barcode each consignment, allowing

for realtime tracking through our inter-linked computer systems. Our customer care
operates dedicatedly to provide timely status updates, and our R&D department
continuously works on enhancing our tracking system for improved efficiency.

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Value-added Services

At Franch Express, we offer a range of value-added services to enhance customer

experience. These include a dedicated Key Account Executive for personalized service,
daily MIS reports for performance monitoring, and a 5-level escalation matrix for issue
resolution. We also provide a Track and Trace facility with a dedicated customer dashboard
on our website and organize regular service level update meetings to ensure customer
satisfaction.

Franch Express is dedicated to providing secure and timely delivery services,

ensuring that your packages, letters, parcels, cards are delivered promptly and safely. With
our extensive network, dedicated team, and advanced tracking systems, we are committed
to delivering excellence in courier services and exceeding customer expectations.

Board of Directors

The Board of Directors serves as the cornerstone of corporate governance, playing

a pivotal role in guiding the strategic direction of our company. Comprising a diverse group
of individuals with a wealth of experience and expertise across various industries, our
Board is committed to upholding the highest standards of integrity and accountability.

The primary function of the Board is to ensure that the company operates in the
best courier service of its customers while balancing the needs of other competitors,
including employees, customers, and the community. This involves making critical
decisions regarding the company’s strategic objectives, resource allocation, and risk
management. Each member contributes unique insights and perspectives, fostering a
collaborative environment that enhances decision-making processes.

Additionally, our Board is dedicated to promoting a culture of transparency and

ethical conduct. Regular evaluations of company performance and oversight of executive
leadership are crucial responsibilities that underscore the Board’s commitment to
sustainable growth. By establishing robust governance frameworks, the Board ensures
compliance with regulatory requirements and maintains investor (BA) confidence.

In conclusion, the Board of Directors is instrumental in shaping the future of our

company. Through effective leadership and adherence to ethical principles, it not only
drives the organization towards achieving its goals but also reinforces its commitment to

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social responsibility. As we navigate an ever-evolving business landscape, the expertise
and guidance of our Board will remain essential to our ongoing success.

Vision and Mission

The vision of a courier company should aspire to be a leader in the logistics industry by
providing unparalleled service excellence. It envisions a future where every package is
delivered on time, every time, fostering trust and reliability among customers. This vision
embraces innovation, aiming not only to enhance operational efficiency through advanced
technology but also to contribute to environmental sustainability by employing greener
practices in logistics.

Conversely, the mission of a courier company serves as its guiding framework. It

articulates the fundamental purpose of the organisation: to deliver parcels swiftly and
securely while prioritising customer satisfaction. This mission commits to leveraging
cutting-edge technology, a dedicated workforce, and a customer-centric approach to ensure
that each delivery is accomplished with precision and care. Additionally, the mission may
emphasise the importance of community engagement, outlining efforts to support local
economies and contribute positively to society.

GST

Our Company GST exemplifies the strategic implementation of Goods and

Services Tax as a means of driving operational efficiency and sustainable growth. As we
navigate the complexities of the business environment, we remain steadfast in our
commitment to transparency, compliance, and excellence.

Address Franch Express Courier [Link] #199, Harriyan Street,C. Pallavaram,

Chennai-600043

GSTIN: 33AADCF3624P1ZI

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 CHAPTER 2

REVIEW OF LITERATURE

Agrawal, Anil K (2006), The President of the Associated Chamber of Commerce

and Industry, at a press conference said that the ASSOCOM strongly opposed the move of
the department of posts to ban private Courier Companies form delivering packets
weighing less than 300 gm. He stated that this step would inflict a fatal blow to the Rs.
7000 crore Courier Industry employing about a million people in India. He stated that the
industry was growing at the rate of 20 percent per annum. The Government move to
safeguard the department of posts from competition was against the spirit of the free market
providing a choice to the consumers and entrepreneurship, besides, this retrograde step
would be the death knell for the highly labour intensive service sector. He also stated that
nearly 50% of the revenue of the courier firms came from carriage of packets weighing
less than 300 gm

Ahamed, Shaqeel (2005) Union Minister of State for Communications and

Information Technology, in his declaration assured in the Lok Sabha that the courier
service should be regulated. He said that courier services which were un-regulated would
come in for some regulation in the new postal/policy being prepared by the government.
He also said that in the absence of clear guidelines, courier services were delivering
personal letters under the guise of “documents”, which as per the law could be legally
delivered only by the postal department. The Indian Postal Act, 1898 would be amended
and the Courier Services would come under it. While answering question on complaint of
delay/non-delivery of letters, he said that though the country had a postal system larger
than that of China, the percentage of complaints of unregistered mail was 0.0001 percent
and 0.17 percent in speed post. Also, 90.53 percent of the complaints received in 2004-05
had been settled within three months of receiving them
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 Anderson et al. (1994) in their article entitled Customer Satisfaction, Market Share
and Profitability stated that customer satisfaction should indicate augmented faithfulness
for current customers, abridged price elasticity lining of current customers from
competitive exertions, lower costs of forthcoming transactions, condensed catastrophe
costs, lower costs of attracting new customers, and a heightened reputation of the firm.

Balan (2003) in his article, “Couriers Service versus Speed Post service”, stated
that Courier service made its entry into India 17 years ago, much later after its inception in
the other parts of the globe. He stated that the courier industry’s accepted folklore namely
three American gentlemen- Dalsey, Hillblom and Lynn seeing an opportunity to hand-carry
shipping documents from Los Angeless to Honolulu in the late 1960’s unwillingly started
a specialized “Express” air transport service that gave birth to courier service. He also
stated that Courier services were now a standard element in international communication
network. The courier service companies were generally free to use the combined services
of all scheduled airlines. The services offered by the courier companies and the postal
department were qualitatively different. For instance, Individual customers who have one-
time orders may accept the condition of speed post centres and go to select points to give
mails. The speed post also worked out to be cheaper for such customers. Whereas corporate
clients preferred courier companies. They just called up the company. The Courier
Company picked up the mails and rushed them during day or night. The item would reach
its destination the next day or within a specific time. The dynamics of competition in the
courier industry would in great measure, determine its future. It should not be question of
the post office versus courier services but the post office and private courier services.

Bhati et al. (2014) conducted a study about the online courier services. They found
that diverse online courier services were exists. They proposed a scheme that would be
precise, possible, secure courier web-based software system. The main focus in their
project would be to maintain active database, better tracking and backtracking of parcel
and to deliver improved safety by insurance of parcel. They were emerging a service that
was faster yet dependable and that aimed at customers’ approval. To track the parcel, they
were mounting mobile application also. So basically they were developing web-based
courier service with its mobile application.

Chhatbar and Natarajan (2014) have conducted a study entitled “A comparative

study of problems faced by consumers while using services of India post and private
courier service in western Mumbai”. The present study was an academic effort to associate

24
the India post and Private courier services in Western Mumbai with reference to glitches
confronted by consumer while transfer and getting mails. The study had clinched using
frequency analysis and ‘independent paired t test’ that consumer confronted scarcer
glitches with India Post than private courier service provider. It further resolved that there
was a firm competition between India post and Private Courier services particularly in
western Mumbai.

Chintapanti, Adithya Krishna (2012) tried to elucidate in his studies that with the
entry of private courier service providers and the regular liberalization of the sector,
authorities across the world were contending with the features of postal regulation. From
a public policy outlook, the societal, economic and developmental insinuations of the
postal regulatory rule were note worthy. In this article the author expressed the anxiety of
service providers and consumers regarding the proposed draft post office bill, 2011. It
chronicled department rather ended elements for presence in the long anticipated
legislative overhaul to other of the postal sector, in the light of other jurisdictions and the
governing architecture for other network industries. It also pointed out postal regulation
under legislative options as Restructuring the GPSP, Defining USO, Recognition of CSP
and formulation of service standards, Establishing sectoral regulator and Role of
Department of post after restructuring. All the above changes should ensure a dynamic,
organized and disciplined postal sector in greater consumer interest.

Chintapanti, Adithya Krishna (2012) in his article on Postal Regulation-Issues

and Options stated that with the access of private courier service providers and the steady
liberalization of the sector, authorities across the world were contending with features of
postal regulation. From a public policy viewpoint, the social, economic and developmental
implications of the postal regulatory administration were momentous. In the Indian
context, this article emphasized the anxieties of service providers and consumers
concerning the proposed Draft Post Office Bill 2011. It recommended elements for
insertion in the long-awaited legislative renovation of the postal sector, in the light of
experiences of other jurisdictions and the regulatory architecture for other network
industries.

Chung et al. (2009) has identified the fact that since 1990s, the ultimatum for the
direct shipment of purchased goods by express couriers has augmented as the result of an
volatile progress in the e-tailing, telemarketing and TV home-shopping industries, which
has instigated the appearance of an extreme number of express courier companies over the

25
last several years. This growing number of companies leads to severe competition among
small and medium sized companies and a greater number of amenities and transfer vehicles
for faster service, which may effect in the surplus of national resources. Moreover, it is
frequently the case that the services and delivery vehicles possessed by individual
companies were operated with a low utilisation rate. It has been recommended that
cooperative tactical associations in the operation of amenities and delivery vehicles may
be helpful, particularly for small- and mediumsized companies to overwhelmed financial
problems and recover deteriorating success by plummeting or eradicating overlying
investments. This study proposed a network design model for tactical coalitions that share
service centres. An integer programming model and its solution procedure based on
maxmin and maxsum criteria were also developed separately. The applicability and
competence of the projected model were confirmed through an illustrative numerical
example

Credit Analysis and Research Ltd (2006) one of the Premier Rating Agencies in
its report on Indian Express Service Industry elucidated factors about its Service Industry.
From its evolution in India to its current state, its significant, features, current size, growth
rate and other areas such as pattern of Industries in terms of document and non-document
mix, international and domestic mix, volumes handled, share of different modes of
transport used to handle the business, comparison of strengths and weakness of the
different segment players and also the perceptions of the study players on various issues
concerning the Industry. The study has also identified the numerous opportunities for the
industry and its outlook for the future.

Datey (2005) in his book, “Indirect Taxes, Law and practices” stated that service
tax was introduced on the services rendered by a courier agency on November 1, 1996.
The author also stated that speed post services were not commercial concerns and they did
not have to pay service tax; co-loaders provide service to courier agencies and do not
provide any direct service to the customers.

Dispensa (1997) claimed in his article entitled Use Logistic Regression with
Customer Satisfaction data stated that satisfied consumer would repeat the purchase of
product and convey positive message about it to others high.

Dudley et al. (2009) understood that, with liberalizing postal sector in UK (though
not fully) since past four years, there was a substantial progress in volumes around over
20% of total inland addressed postal market and larger portions of the market for
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consumers transfer large postings. It was obvious that contestants have not much lead in
total distributed volumes in UK. The margin set between end to end and an access product
is a significant element in this development. The ex-ante price control was set keeping in
mind appropriate level of margin. If it was set underneath, it would lessen the likelihood
of entry and upsurge the vision of an ex-post investigation. If it was established above the
level anticipated from ex- post guideline promotes greater entry. Elevated margins
permitted entrants as compared to Royal Mail, UK to contend for customer’s unsorted
mails and to enlarge market elsewhere the bulk mail posting.

Duke et al. (2012) has studied the association between corporate governance and
organizational competence in courier service firms. Data for the study were acquired from
149 courier service companies, arbitrarily selected from the 237 active subsector courier
agencies of Nigeria. The ordinary least square (OLS) regression technique was used in
testing the degree of relationship between selected corporate governance variables used
and organizational competence measured by output per staff, cost per service provided and
cost per client served. It was found that corporate governance code, board size, internal
audit, separation of board chair from CEO and the number of nonexecutive directors were
positively associated with organizational effectiveness. The outcomes established a
number of findings from previous studies and also displayed that corporate governance
was as grave to courier service firms as it is to other companies functioning in sectors that
delivered indispensable business services. The conclusions moulded the basis for
endorsing expansion of internally engendered and companyspecific code of governance,
comparatively small board size, and parting of. offices of board chair and CEO for courier
service firms.

Economic & Political Weekly (2008) in an article titled Policy Framework for
Regulation of Courier Services stated that the monopoly of the Indian Postal Department
over mail delivery was being windswept by a number of private couriers. This article
proposed that mail delivery could be made more effectual by setting into place a suitable
postal governing regime.

Economic Survey (2012) emphasized some significant points about India Post as
it has the major postal network in the world with 154886 post offices across country as on
March 31, 2011. On normal each post office serves 7814 persons with coverage of
approximately 21.23 sq. km.

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 As many as 139040 post offices were in rural areas and remaining in urban areas.
In additions to its own network, the Department of Post also served through 1155 franchise
outlets in areas where it was not possible to open post offices. Government had started
Project Arrow in 2008 to convert the prevailing India Post infrastructure across the country
by improving vital postal operations such as mail delivery, remittance, and banking
services. Numerous other utilities were allocated to post offices as to expend wages to
recipients of Mahatma Gandhi National Rural Employment Guarantee Act through 96895
post offices. The postal network was also being castoff by other government
department/agencies to collect data like the rural consumer price index. The postal sector
desired to keep stride with shifting times as many of its services have become redundant
with growth with technology and takeover by other players. Quick decisions and actions
to stay abreast of the times including switching over to new activities and downsizing could
realize a lot of resources from this sector for use elsewhere.

Ghiani et al. (2010) dealt with the delinquent of minimizing the staffing cost of a
same-day courier company subject to service-level requirements. The problem has been
modelled as an integer program with non linear probabilistic constraints. The authors have
planned an experiential procedure to discover the search space professionally through an
approached neighbourhood evaluation (ANE) model, trusting on the estimation (via
simulation) of a bridged number of parameters. Computational results showed that, likened
to traditional neighbourhood search procedures, the ANE approach delivers substantial
cost drops in a typical same-day courier setting.

Gupta (2005) in his book, Service Tax stated the statutory definition for the term
courier agency. The ingredient of the definition, categories of courier agencies, dated of
introduction of service tax on couriers, procedure for registration with Central Excise
Department to obtain service tax code number, rate of service tax, value of taxable service,
service tax exemption limit and central excise department notifications in service tax on
courier services.

Gupta and Sethi (2005) in their article, “Department of Post needs to get its act
together”, compared the Courier companies with India post. The article stated that
according to a World Bank survey, in 2002-2003, the express industry had grown to
Rs.2493 crore, of which organized players possessed 65% share, semi-organised players
25% and India Post 10%. It also stated that studies by AC Nielsen ORGMARG and World
Bank depicted that customers had negative perceptions on India Post which must be altered

28
and people must associate the name India post service with efficiency, speed and reliability.
The article also stated that several e-commerce companies such [Link], [Link],
[Link] are dependent on courier companies for delivering goods ordered online. The
article again stated that India Post should not allow itself to get isolated. If there was any
opportunity to pool resources for research and development, and the like, then it should
join hands with a private agent, for instance the government between USPS and Federal
Express couriers for space sharing in cargo aircraft for shipments was the best example.
The article pointed out that the rural postal network consisted of 139081 Post offices, which
was 90% of the total strength. The average area served per rural post office was 21.26
[Link] and population coverage was around 5,500.

Ho (2012) in their article on courier services industry, measured service quality and
they found that it was the most critical features for customer gratification. This paper
applied the Logistic Service Quality (LSQ) model, using variables which included
‘timeliness’, ‘condition/accuracy of order’, ‘quality of information’, and
‘availability/quality of personnel’ in defining the further most actual dimension for
providing sound service quality to achieve customer satisfaction under the current market
conditions. Multiple regression investigation based on 200 respondents specified that
‘timeliness’ has been substituted by ‘condition/accuracy of order’ as the precedence for
courier services’ customers. The influence of the move from ‘timeliness’ to
‘condition/accuracy of order’ and extents to cover in the imminent were deliberated.

Furthermore, this paper also reconnoitred the restraint consequence of foreign and
local logistics service providers in swaying the relationship between LSQ and customer
satisfaction. Findings showed that LSQ insights were dissimilar for local and foreign
companies. This variance in LSQ perceptions finally affects satisfaction.

Ho et al. (2012) perceived in their article titled Logistic Service Quality among
courier services in Malaysia stated that further most momentous variable in attaining
gratification among customers in the courier service industry was the condition accuracy
of order

Hollerich, Mary A. (2013) has done a research study. The aim of this paper was to
report on conference programs, panel discussions, creativities, and expansions of interest
to the resource sharing community. The report summarizes conference events. The author
reported that on relevant sessions held at the specified conference, supplemented by
29
presentations, hand-outs, meeting minutes, and videos posted online after the conference.
The report summarizes conference events addressing all forms and aspects of resource
sharing and related subjects such as copyright, licensing, electronic resources, library
consortia, and assessment. Issues covered are o f interest to resource sharing managers and
front line staff around the globe.

Hsieh et al. (2010) conducted a research study and found that firm frequently must
safeguard that products or services it produces match customer anticipations. They
described erraticism as any nonconformity in a production procedure springy products or
services whose attributes differ from the firm's stated target specifications. Firms following
products obvious by low variability were more subject to maladaptation costs if production
procedures are not adjusted to avoid nonconformities. Besides, such changes frequently
necessitate distinctive investments (e.g., dedicated information technology systems), thus
generating pledged hazards and potential under investment. The author conjectured that
ownership of consecutive actions in the value chain aided all eviate problems related with
maladaptation as well as sub optimality in transactionspecific investment, thus ensuing in
lower erraticism. By means of data on transfer times from the Japanese international
courier and small package services industry, the authors evaluated the variability-reducing
role of ownership in two balancing ways. The first method is parametric, permitting them
to measure the influence of ownership on the adjustment allied with delivery time; here
they absorbed on shipments that often fail to arrive exactly within the time period originally
anticipated by customers. The second style was more reliable with the idea of dependability
or the probability that deliveries would not reach later than anticipated. They
nonparametrically assessed the delivery of deviations between genuine and anticipated
delivery time, and verified the dissimilar organizational selections that changed the
distribution.

Ownership of manifold sections yields mainly distinct consequence on both

variance and dependability. Ownership confers variability-reducing benefits of ownership,
especially when ownership was experiential in multiple stages of the value chain.

[Link] (2008) in its portal published an executive summary on courier

industry covering various aspects such as evolution, global scenario, Indian scenario,
major players, SWOT Analysis of Courier Industry demand-supply and emerging
opportunities. The executive summary also stated that 4 major players dominated Courier
Industry worldwide name, DHL, FedEx, UPS & TNT and the industry was growing at a

30
compound annual growth rate about 25% valued at US$ 143 billion in 2000-03. The total
express market in India was about Rs.40 billion and it was expected to grow to Rs. 47
billion by the year 2000. The executive Summary also stated that the Courier Industry was
not a regulated one, which means no licenses were needed to set up a Courier Company.
The entry barriers, especially in the package segment of the business, were high because
Courier Companies should build a strong distribution network, use the latest technology
and have a well trained staff. A strong brand image also acted as a major barrier. The
business sector, which was mostly handling the package segment of the courier business,
would continue to post strong growth rates on the other hand, the unorganized/semi-
organised segment of the Courier Industry would face pressure or margins because of
unfavourable pricing environment, The Unorganized sector was handling mostly the
document business, where the margins were much lower than the package segment.
Barriers to entry in the documents business were very low.

Ingaldi, Manuela (2012) conducted a study on Determination of the technological

position of the courier services company. The author concluded that to select decent
strategy it was significant to check the tactical position of the company. The SWOT
analysis was very beneficial tool to do so. To show a path of the more actions of the
company, a 3x3 matrix, which showed the relation between technological possibilities and
position of the company in the market, can be used. Both approaches used together would
permit defining the company's technical strategy. The article displayed how, in one test, to
use both a SWOT analysis as well as a 3x3 matrix to regulate the hi-tech strategy on the
example of the courier services company.

Ingaldi, Manuela (2013) in the Servqual method measured the gap between
customer outlooks and involvement. The rudimentary postulation of the measurement was
that customers could appraise a company's service excellence by associating their insights
with their potentials. In the present research paper the analysis of the quality of the courier
services was steered. The investigation took place in one Courier Company in Poland. 22
statements divided in 5 groups were selected to do this technique. The respondents were
hypothetical to describe their outlooks to every statement and to describe the involvement
(evaluate them) in the research company.

Jagero et ai (2012) conducted a study on the relationship between on the job

training and employee’s performance in courier companies. The authors discovered that
working environment, employees ‘ability and information, incentive and plunders;

31
communication and effectiveness of organizational management have directly (or)
indirectly backed to the performance.

Jaiswal (2004) in his book, Postal courier services and the consumer stated the
courier services were operating in India since about last two decades and performing
practically the same job as that of the post office. The Author also stated that nature of
complaints filed by the consumers and various judicial decisions of state and national
commission against deficiencies in services of

DHL worldwide Express Courier Division of Airfreight Ltd, Blue dart courier
service, First Flight couriers (p) Ltd, Skypark courier private Ltd, Air Park Couriers (India)
Pvt. Ltd, Professional Couriers, Elbee couriers Ltd and the like. The author also stated the
rights and liabilities of consumers and courier agencies and the consumer protection law
regarding the same as it existed then. The author stated that in the event of loss, miscarriage
or delay in delivery of the consignments, the courier companies limited their liability by
putting a clause on the face of the consignment note. This limit was generally Rs.100 Inland
consignments and U$100 for consignments meant for abroad.

Jani, Tushare (1995), Chairman of the Express Industry Council of India

positioned at Mumbai arranged a report on “Emergence of Private courier services”. In that
report, he offered the profile of the Courier Industry in India and associated the courier
service with postal service.

Jani,Thushare (2003) Chairman of EICI at a press conference said that Courier

companies planned to hike rates by 30% and they were planning 25 to 30 percent hike in
courier and parcel rates following 67% hike in on-board courier rates by domestic airlines
such as Indian Airlines, Jet Air ways and Air Sahara following the Gulf war. Expenses
incurred on board courier accounts for around 30% of operational cost express courier
companies. He also said that the member of the EICI represented 80- 85% of express
courier (Business in the country and about 95% of the overseas business. He said that the
courier Industry contributed about Rs.180 crore annually to the total revenue domestic
airlines.

King and Pendleton (2009) conducted a study on the campus delivery service of
courier agencies. The sample was taken from Auburn University faculty, staff, and graduate
students to have bound journals and books brought to their offices located on the main
campus and at the two branch libraries. This service was obtainable free of charge to
32
qualified users. This article offered an indication of the service by unfolding its structure
and usage. It is expected that the information of the current usage of this service could help
the Auburn University Libraries plan knowledgeable liaison activities, collection
development, and further growth and promotion of the service. An analysis of current
usage statistics provided some baseline data for future comparisons with peer institutions
and for strategic planning at Auburn.

Krishnamurthy (1998) in his report “What ails the Courier Service” analysed the
various problems faced by Courier Industry. In the light of rampant growth of courier firms,
there is a need for regulation, either by curtailing registration or through 46 bringing it
within the ambit of the postal departments’ scrutiny. He stated that barring a few, there was
no specific infrastructure or reliability in the delivery system most of the local courier
availed themselves of the public transport system for delivery of articles. While front
ranking companies insured the articles while a transit, the very insurance remained a taboo
with many others. He stated that in the case of local couriers, the charge was equivalent to
or lowers than the postal charges.

Lock (2002) in his book service Marketing-people, Technology, strategy, stated

that Express Package firms such as TNT, DHL, Federal Express and United Parcel Service
recognized their ability to provide real time information on customers packages and their
physical movement.

33
 CHAPTER 3

RESEARCH METHDOLOGY

3.1 RESEARCH METHADOLOGY:

Research is the process of systematic and in- depth study of any particular topic,
subject or any are of investigation backed by collection, compilation, presentation and
interpretation relevant data in detail.

3.2 RESEARCH PROCESS:

In research process, the first and foremost step is defining and selecting a research
problem. A Researcher should at first find the problem. Then he should formulate it so that
it becomes susceptible to research. For a systematic presentation, the process of research
may be classified under three stages- primary stages, secondary stage, and the tertiary
stage.

THE PRIMARY STAGE INCLUDES:

• Observation

• Interest

• Formulating research problems

• Documentation

• Research designs

THE SECONDARY STAGE INCLUDES:

34
 • Project planning

• Data collection

• Questionnaire preparation

• Analysis of data

• Testing of hypothesis

• Interpretation

• Questionnaire preparation.

3.3 TYPE OF RESEARCH: DESCRIPTIVE RESEARCH:

Descriptive research has been used, it involves survey and fact finding enquiries if
different kinds, the purpose of descriptive research are the descriptive of stage of affairs,
as it exists at present.

PROJECT PLANNING:

Project planning is the first step in actually conducting & directing a research
Project. It is one of the most important tasks of researcher. This includes formulation of
the researcher objectives & goals and determining ways of achieving them.

3.4 DATA COLLECTION:

Data collection is one of the most important aspects of research. The information
research methodology must be accurate and relevant, The data collection method can be
classified into two methods.

PRIMARY DATA:

Questionnaire method have been used as a tool for a data collection in this research.

SECONDARY DATA:

Secondary data means data that are already available i.e., they refer to data which
has already been collected and analyzed by someone else. The secondary data for the study
was collected google scholar website and magazines.

3.5 QUESTIONNAIRE PREPARATION:

35
 The basic requisite of any research study is the appropriate data which can be
collected with the help of a schedule or questionnaire. With the help of questionnaire, it is
easy to determine the involvement level of so many employees in the organization.

3.6 PIOLET SURVEY:

Before collecting the relevant data to test the hypothesis, it is essential to ascertain
the applicability of the instrument to the population being studies. Hence, a pilot study was
19 undertaken with an objective to evaluate the tools prepared for the study and to find
whether they are providing the information required.

3.7 SAMPLE SIZE:

The sample size for this survey is 91.

3.9 PERCENTAGE ANALYSIS

Research questions are always answered with a descriptive statistic: generally,

either percentage or mean. Percentage is appropriate when it is important to know how
many of the participants gave a particular answer. Generally, percentage is reported when
the responses have discrete categories.

3.10 LIMITATION OF THE STUDY

As the study adopts online questionnaire for collecting data, there are chances that
wrong results are given by respondents and reliable answers might not be acquired.
Moreover, personal interview from the side of society as well as the side of workers or
managers of 12 Courier services can hardly be conducted due to the status of Covid-19
Pandemic, as people are aware and careful of this virus, even shops and delivery services
including Courier Services are closed from time to time and some does not operate for a
certain period of time due to State Govt.

Regulations, moreover, Safety Operating Procedure (SOP) has to be maintained

strictly thus restricting the freedom of visiting and conducting several interviews and
opinions etc.

The study also focuses only on the Courier Services of Aizawl District and in that
manner only those courier services which are engaged in delivering online products or
ecommerce for eg. Amazon, Flipkart, Myntra, Decathlon etc. Thus, it limits to only in this
36
area. The study also lacks in collecting a quality and rich documentation from the Courier
Services due to two things – one, due to their organization policy on restriction of
information sharing and two, due to covid 19 pandemic in which interaction become
difficult.

CHAPTER 4

DATA ANALYSIS AND INTERPRATATION

DATA ANALYSIS AND INTERPRETATION

The following consist of the data analysis and interpretation of my questionnaire

4.1 Survey analysis of data

TABLE4.1
Age Percentage

Below 25 58.2

25-35 19.8

37
 36-45 13.2

Above 46 5.5

26 2.2

19 1.1

Chart 4.1

INTERPRETATION

From the above table interpreted that 58.2% respondents are below 25.19.8% are
between 25-35age ,13.2% are between 36-45, majority of 58.2% respondents are between
the age of below 25

Table 4.2 Gender of respondents

Gender No, of. respondents Percentage

Male 60 59.3

Female 40 40.7

38
 Chart 4.2

INTERPRETATION

From the above table interpreted that 60% was respondent male,40% was
respondent female. Majority 60% respondents was male.

TABLE 4.3 Educational qualification

Education Percentage

School 14.3

College 19.8

Degree 37.4

Others 28.6

39
 Chart 4.3

INTERPRETATION

From the above table interpreted that 37.4% of respondent were degree person and
28.6% of was respondent were Others, 19.8% of was respondent were College and
14.3% of respondent were school. Majority of respondent 37.4% is degree person.

TABLE 4.4 Usage of courier service

Period Percentage

Daily 12.1

Frequently 28.6

Often 17.6

Rarely 41.8

40
 Chart 4.4

INTERPRETATION

From the above table interpreted that 41.8% respondent rarely, 28.6% was
respondent frequently, 17.6% was respondent Often, and 12.1% was respondent daily.

Majority of respondent 41.8% were rarely users.

TABLE 4.5 Purpose of using courier service

Purpose Percentage

Education 19.8

Business 23.1

Personal 40.7

Others 16.5

41
 Chart 4.5

INTERPRETATION

From the above table interpreted that 40.7% respondent Personal and 23.1% was
respondent Business, and 19.8% was respondent Education and 16.5% was respondent
Others, majority of respondent 40.7.6% is Personal.

TABLE 4.6 Difficult to manage multiple customers

Opinions Percentage

Agree 41.8

Neutral 34.1

Disagree 24.2

42
 Chart 4.6

INTERPRETATION

From the above table interpreted that 41.8% respondent Agree and 24.2.6% was
respondent Disagree, and 34.1% was respondent Neutral, majority of respondent 41.8% is
Agree.

TABLE 4.7 Delivery cost

Cost Percentage

High 52.7

Moderate 33

Low 14.3

43
 Chart 4.7

INTERPRETATION

From the above table interpreted that 33% respondent Moderate and 14.3% was
respondent Low, 52.7% was respondent High, majority of respondent 52.7% is High.

TABLE 4.8 Delivery is usually within a set time frame

Time frame Percentage

As expected 38.5

Unexpected 27.5

Delay 34.1

44
 Chart 4.8

INTERPRETATION

From the above table interpreted that 38.5% respondent As expected and 34.1%
was respondent Delay, and 27.5% was respondent Unexpected, majority of respondent
38.5% is as expected.

TABLE 4.9 Delivering goods without any damage

Goods without any damage Percentage

Agree 28.9

Neutral 45.6

Disagree 25.6

45
 Chart 4.9

INTERPRETATION

From the above table interpreted that 45.6% respondent was Neutral and 28.9%
was respondent Agree, and 25.6% was respondent Disagree, majority of respondent
45.6% is Neutral.

TABLE 4.10 Updating customers on a regular basis

Updating customers Percentage

Yes 57.1

No 42.9

46
 Chart 4.10

INTERPRETATION

From the above table interpreted that 57.1% respondent Yes and 42.9% was
respondent No, majority of respondent 57.1% is yes.

TABLE 4.11 How about the customer services

Customer services Percentage

Helpful 35.2

Unhelpful 34.1

Rude 16.5

Poor 14.3

47
 Chart 4.11

INTERPRETATION:

From the above table interpreted that 35.2% respondent Helpful and 34.1% was
respondent Unhelpful, and 16.5% was respondent Rude, 14.3% was respondent Poor,
majority of respondent 35.2% is Helpful.

TABLE 4.12 Which shipment mode do you prefer the most

Shipment mode Percentage

Railways 26.4

Roadways 38.5

Airways 20.9

Waterways 14.3

48
 Chart 4.12

INTERPRETATION

From the above table interpreted that 26.4% respondent Railways and 38.5% was
respondent Roadways, and 20.9% was respondent Airways, and 14.3% respondent was
Waterways, majority of respondent 38.5% is Roadways.

TABLE 4.13 Which courier do prefer the most

Courier preference Percentage

DHL 17.6

Professional Courier 22

FEDEX 22

Franch Express 18.7

ST Courier 19.8

49
 Chart 4.13

INTERPRETATION

From the above table interpreted that 17.6% respondent DHL and 22% was
respondent Professional courier, and 22% was respondent FEDEX, 18.7% respondent
Franch express, and 19.8% respondent ST courier, majority of respondent 22% for both
Professional courier and FEDEX.

TABLE 4.14 How satisfied were you with your experience

How satisfied were you with your experience Percentage

Highly satisfied 15.4

Satisfied 17.6

Neutral 26.4

Dissa 17.6

Highly disatisfied 23.1

50
 Chart 4.14

INTERPRETATION

From the above table interpreted that 15.4% respondent 1 and 17.6 % was
respondent 2, and 26.4% was respondent 3, and 17.6% was respondent 4, 23.1% was
respondent 5, majority of respondent 26.4 % is 3.

51
 CHAPTER 5

FINDING & SUGGESTION AND CONCLUSION

Based on the analysis and discussion on primary data in the previous chapter
Finding, Suggestion and Conclusion of the study in logical manner.

5.1 FINDING

From the questionaries, the following points are found and noted

• 58.2% of responders age were below 25.

• Majority of respondent 37.4% is degree person.

• 40.7% of people uses for personal purpose.

• Difficult to manage customers respondents of 41.8% agrees.

• 52.7% of responders feel delivery cost is high.

• As expected, the delivery is usually within a set time frame.

• It shows that good are delivered without any damage.

• Updating customers on a regular basis is accepted by 57.1% of responders.

• 14.3% of responders feel that the customer services are poor.

• Roadways mode of shipment is used by majority of the responders.

• Majority of responders prefer Professional courier & FEDEX

• Average number of respondents were satisfied with the courier service.

52
5.2 SUGGESTIONS

• Customer services should be improved a lot. As it should be fulfilling the needs

and requirements of the customers.

• Delivery cost can be reduced. The cost of delivery is high as per majority of the
customers.

• Regular update should be given to the customers. Large number of customers were
not receiving any update on the process.

5.3 CONCLUSION

The study concluded that the courier services are depended by many of the people.
The customers are very important in the business. Moreover, many of the customers uses
courier services for personal purpose only. Although business people and other
professional uses courier services vital. The services should satisfy the customers. This
study shows that the problems faced by the customers through the courier services in where
there is a lack of customer services and regular updates to the customers. The delivery cost
should be reasonable and time should be in track. Therefore, courier services should take
the necessary steps to meet the customer requirements.

53
 REFERENCE

Mohd Tamizi Mazlan (2021) „Challenge ECommerce to the Logistics Courier Services
Provider during MCO in Malaysia‟ IOSR Journal of Business and Management
(IOSRJBM) e-ISSN: 2278-487X, p-ISSN: 2319-7668. Volume 23, Issue 2. Ser. II
(February 2021), PP 59-62.

Sanjeet walia (2020) „Trust in Courier Services as a Determinant of Service Quality‟

Research Project No. 2017/25/N/HS4/02051, Relational model of quality shaping system
of courier services in e-commerce.

Sharfuddin Ahmed khan1, Waqar Ahmed and Alaa Ubaid (2020) „A Decision Support
System for Logistics Performance Evaluation of Courier Company‟ 2020 5th International
Conference on Logistics Operations Management (GOL) |728164250/20.

APPENDIX The problems faced by customers through the courier services in

54
 QUESTIONNARIES

1. Name of the respondent:

2. Age of the respondent

a) 15 - 25

b) 26 - 35

c) 36 - 45

d) above 45

3. Gender of the respondent

a) Male

b) Female

c) Prefer not to say

4. Education qualification of the respondents

a) School

b) College

c) Degree holder

d) Others

5. How often do you use the courier service?

a) Daily

b) Frequently

c) Often

d) Rarely

6. What is the purpose of using courier service?

a) Education

55
 b) Business

c) Personal

d) Others

7. Do you feel it is difficult to manage multiple customers?

a) Agree

b) Neutral

c) Disagree

8. How about the delivery cost?

a) High

b) Moderate

c) Low

9. Is the delivery is usually within a set time frame?

a) As expected

b) Unexpected

c) Delay

10. Delivering goods without any damage?

a) Agree

b) Neutral

c) Disagree

11. Updating customers on a regular basis?

a) Yes

b) No

12. How about the customer services?

a) Helpful
56
 b) Unhelpful

c) Rude

d) Poor

13. Which shipment mode do you prefer the most?

a) Railways

b) Roadways

c) Airways

d) Waterways

14. Which courier do you prefer the most?

a) DHL

b) Professional courier

c) FEDEX

d) Franch express

e) ST courier

15. How satisfied were you with your experience?

a) Satisfied

b) Not Satisfied

c) Highly Satisfied

d) Partly Satisfied

57