Customer Satisfaction Towards Professional Courier And Cargo

A proper project file for BBA and MBA

1. Customer Satisfaction towards Professional Courier & Cargo


Report submitted in partial fulfillment of the requirement
For the award of the degree of BBA Batch (2014-17)

Submitted By:
Prachi Chauhan
BBA Semester V


Under the Guidance of:
Dr. Shipra Singh
Assistant Professor
DSPSR


Delhi School of Professional Studies and Research
(Affiliated to Guru Gobind Singh Indraprastha University, New Delhi)


06212501714 Novemeber,2016

2. ACKNOWLEDGEMENT

I take this opportunity to express my profound gratitude and deep regards to my guide Dr.
Shipra Singh for her exemplary guidance, monitoring and constant encouragement throughout
the course of this project. The blessing, help and guidance given by her time to time shall carry
me a long way in the journey of life on which I am about to embark.
I also take this opportunity to express a deep sense of gratitude to Company Supervisor
Devender Singh for his cordial support, valuable information and guidance, which helped me in
completing this task through various stages.
I am obliged to staff members of Professional Courier & cargo, for the valuable
information provided by them in their respective fields. I am grateful for their cooperation during
the period of my internship.
Last but not least, my sincere thanks to my parents and friends for their wholehearted support
and encouragement.



Prachi Chauhan

3. DECLARATION


This is to certify that the Summer Project titled “Customer Satisfaction Towards Professional
Courier & Cargo” is an academic work done by Prachi chauhan submitted in the partial
fulfillment of the requirements for the award of degree of Bachelor of Business Administration at
Delhi School of Professional Studies and Research, New Delhi under my guidance and direction.

Prachi Chauhan has given an undertaking that the information presented in the project has not
been submitted earlier.



Dr. Shipra Singh
Assistant Professor

4. Content






CONTENT PAGE NO.
1. Chapter-1 Introduction 1-4
2. Chapter-2 About the profile of the
organization
 Profile of the organization
 Job profile and learning at the
organisation



5-14
15
3. Chapter-3 Review of Literature 16-18
4. Chapter-4 Research Methodology
 Need of the study
 Objectives of the study
 Research Design
 Data Collection
 Data Analysis Techniques
 Limitations of the Study
19
20
21
22
23
23
24
5. Chapter-5 Analysis and Interpretation 25-35
6. Chapter- 6 Findings,Conclusion and
Recommendations
 Findings
 Conclusion
 Recommendation
36

37
38
39
Bibliography 40

Annexure
 Questionaire

41-42

5. CHAPTER -1
INTRODUCTION

6. INTRODUCTION TO CUSTOMER SATISFACTION
Customer satisfaction is a term frequently used in Marketing. While it's often abbreviated as
CSAT, it is more correct to abbreviate it as CSAT. It is a measure of how products and services
supplied by a company meet or surpass customer expectation. Customer satisfaction is defined as
"the number of customers, or percentage of total customers, whose reported experience with a
firm, its products, or its services (ratings) exceeds specified satisfaction goals."In a survey of
nearly 200 senior marketing managers, 71 percent responded that they found a customer
satisfaction metric very useful in managing and monitoring their businesses.
[

It is seen as a key performance indicator within business and is often part of a Balanced
Scorecard. In a competitive marketplace where businesses compete for customers, customer
satisfaction is seen as a key differentiator and increasingly has become a key element of business
strategy.
"Within organizations, customer satisfaction ratings can have powerful effects. They focus
employees on the importance of fulfilling customers' expectations. Furthermore, when these
ratings dip, they warn of problems that can affect sales and profitability.... These metrics
quantify an important dynamic. When a brand has loyal customers, it gains positive word-of-
mouth marketing, which is both free and highly effective.
Therefore, it is essential for businesses to effectively manage customer satisfaction. To be able
do this, firms need reliable and representative measures of satisfaction.
"In researching satisfaction, firms generally ask customers whether their product or service has
met or exceeded expectations. Thus, expectations are a key factor behind satisfaction. When
customers have high expectations and the reality falls short, they will be disappointed and will
likely rate their experience as less than satisfying. For this reason, a luxury resort, for example,
might receive a lower satisfaction rating than a budget motel—even though its facilities and
service would be deemed superior in 'absolute' terms.
Satisfaction is basically a psychological state it is a difficult thing to measure quantitatively .in
other words there are no units of satisfaction that have been defined. The usual measures of
customer satisfaction involves a survey instrument with a set of statements using a liker
techniques or scale the customers is asked to evaluate each statement and select from a scale who
the customer agree or disagree with the statement.
customer.
Customer satisfaction is the measure of how the needs and responses are collaborated and
delivered to excel customer expectation. It can only be attained if the customer has an overall
good relationship with the supplier. In today’s competitive business marketplace, customer
satisfaction is an important performance exponent and basic differentiator of business strategies.
Hence, the more is customer satisfaction more is the business and the bonding with customer.

7. Customer satisfaction is a part of customer’s experience that exposes a supplier’s behavior on
customer’s expectation. It also depends on how efficiently it is managed and how promptly
services are provided. This satisfaction could be related to various business aspects like
marketing, product manufacturing, engineering, quality of products and services, responses
customer’s problems and queries, completion of project, post delivery services, complaint
management etc.
Customer satisfaction is the overall essence of the impression about the supplier by the
customers. This impression which a customer makes regarding supplier is the sum total of all the
process he goes through, right from communicating supplier before doing any marketing to post
delivery options and services and managing queries or complaints post delivery. During this
process the customer comes across working environment of various departments and the type of
strategies involved in the organization. This helps the customer to make strong opinion about the
supplier which finally results in satisfaction or dissatisfaction.

8. CUSTOMER SATISFACTION MEASUREMENT
A basic and effective base line customer satisfaction survey program should focus on
measuring customer perception of how will the company delivers on the critical success factors
and dimensions of the business as defined by the customers:
For example
• Service promptness
• Courtesy of staff
• Responsiveness
• Understanding the customer problem etc.
The findings of the company performance should be analyzed both with all customers and by
key segments of the customer population. The essential starting point for customer is

9. CHAPTER: 2
Company Profile

10. Tag line

WE
CARE FOR
YOUR
VALUEABLES

11. Company profile
Professional courier And Cargo
Type: Courier and Cargo
Sector: Transport & Logistics
Service: International courier services, domestic courier services, international freight services,
domestic freight services, cargo services
Founded: 1986
Headquarters: New Delhi, India
Key people: Thomas john, chairman
Website: www.tpcindia.com


The Professional Couriers has grown and placed itself as an ultimate service provider in the
Courier Industry in India with its assurance of 28 years expertise. We have already registered our
presence with our exclusive and largest network in the courier and express industry in India. We
have created bonds among all around us and with the company by valuing the one-to-one
relationship. We aim at doing things differently to create a revolution in the customer service to
keep all of us smiling with satisfaction.
The beginning: 1986 - A year of glory for the Directors of this company because it was the year
in which they were united and ventured in to Courier Business.

The Professional Couriers (TPC) was incorporated on 1st November 1987. The founders were
young, qualified and could have sought employment anywhere. But they were made of different
stuff. They decided that they should build their own fortunes with their own hand and had
visions of creating an organization, which could provide employment to thousands of youngsters,
like them but perhaps with lesser chances of being winners in the rat race. This is a daring
venture indeed, but they jumped headlong into it. Thus was born TPC with a purpose.

The Octo Professionals : The eight Directors of this company had a high ideology of excellence
in service and employment creation for the young and ambitious, thus a company was born with
an ideology of Rural Employment & Rural Empowerment. In its infant stages TPC was nurtured
with tender care by them. This involved a great sacrifice choosing a road full of obstacles while
one with clear passage, routine though was gaping at them, tempting them to take. Those were
also the days when the concept of courier was pretty vague. Therefore they had to pioneer a path
for their organization - TPC and impart to it a culture of its own with an accent on ethics and
excellence.

12. TPC gives employment to thousands of people. It has turned hundreds of ambitious aspiring
youngsters to be the proud Managers of an elite company. Much more, it is today a Courier
organization which is being looked upon by the others as a role model of what a courier should
be.

Today TPC in India has 20 Regional Offices, over 2485 Offices, over 5000 Collection Centers
and easily well over 25,000 destinations, where delivery is possible, by far, the biggest Courier
Network in India. Its organization paved the way for a reliable and an economically affordable
express courier service which was considered a luxury in India prior to it's incorporation.










In its ambition to grow from strength to strength, it has launched in 1999, it’s International
Subsidiary Company M/s The Professional International Couriers Pvt.Ltd. and had opened
its International Hub Operations at Chennai, Delhi, Kolkata & Mumbai. Its Business Associates
in Dubai & Singapore catered to its services in 230 Countries.

2007, the Group had formed a company M/s.The Professional Couriers Network Ltd.
(PCNL) to consolidate its Operations base in entire North/West/East and Central India and the
same had focused on strengthening its Network of Franchisees and its own offices, with its
Corporate Office at New Delhi, India.

2009 was a daring year for the Group in forming separate Companies namely, M/s The
Professional Couriers USA Inc., New York/USA, Professional Couriers LLC., Dubai/UAE,
Professional Couriers Pte Ltd., Singapore and established there its own Offices and Operations.

As part of the company’s Corporate Social Responsibilities, it has found a Charitable Trust in the
year 2009 M/s.The Professional Couriers Charitable Trust (Regd) with its Head Office at
Mumbai, India

13. Features of Professional Courier & Cargo


1 .Efficient and safe delivery of your consignments.

2. Well co-ordinate own fleet of transport system of vehicles, leased Rail Wagons, bus and train On Travel
Couriers, inter connecting all destinations. Hand-carrying valuable documents without any delay.

3. Network supervision by Hub center in-charges.

4. Monthly billing facility for bulk volume customers.

5. Offering Desk pickups and Door deliveries at no extra cost.

6. Offering (POD) Proof of Deliveries on your request.

7.Extensive Network in India covering all bank locations

8. Overnight service to Metros and several major Cities/Towns in India and International Service to all corners
of the Globe.

9. Cargo service by Air/Surface available to all destinations.

10. Express Collection Centers available nearest to you.

11. Customized service packages to fit specific needs.

12. Transit Insurance facility for non-insured goods on request.

13.Consignment delivery status available in our website www.tpcindia.com / www.tpcglobe.com

14 .Consignment status available on your mobile phone by SMS.

14. Product and Services offered by Professional Courier & Cargo
The Professional Couriers offers a comprehensive range of solutions to the requirements of delivery of
Documents/Non-Documents, all types of cargo – high value, critical and urgent shipments all over India and
any part of the World. Based on the specific requirements of each individual or corporate the company
provides customized services with the application of multi-modal distribution systems integrated by Surface
Transport and by Air Freight/Sea Freight.
Professional company provides the following product &services:-
Products:-





Courier
Non
Document
Small Regular Large
Document
Daily Weekly Monthly

15. Services:-

Professional Courier Provides Services in three different ways:-
1. Regular- If a person is sending his/her documents and are not so urgent to be reach on time. Then the person
can send it through “Regular”. It means courier will reach to a particular person on as usual time.
2. Urgent- If a person is sending his/her documents and are urgent to be reach on time. Then the person can
send it through “Urgent”. It means courier will reach to a particular person before the as usual time by special
service.
3. Special- If a person is sending his/her documents and are very special or can be expired with in a time then
the person can send it through “Special”. It means courier will reach to a particular person very quickly may be
also on the same day



Services
Regular Urgent Special

16. SERVICES
1. Delivery across India
2. Free Pick-up from your location
3. Real-Time
4. Regulatory Clearances
5. Free computerized proof of delivery
6. Same day delivery
7. Pick n pack service
8. Delivery on Sunday on request
9. Student academics- 20% disc
10. Special handling and packaging services
11. Industry solutions
12. Stick paper patch on specific product

17. Vision

18. Swot Analysis
Strengths:-
1.high growth rate
2.Web based tracking
3Good Sales and customer support skilled workforce
Weakness:-
1.Small business units as compared to its competitors.
2. Since this is a competitive segment, the market share growth is limited
Opportunities
1.New markets
2.Growing demand
3.Income level is at a constant increase
4. New product and services
5. Growing Economy

Threats
1.Growing competition and lower profitability
2Technological problems
3.Increasing costs
4.Tax changes
5.Price changes
6.increase in labor costs

19. Job profile and learning at the organization
It was a pleasure to work in Professional courier & cargo company, a company that has always
been and continues to motivate each and every employee to build their career, leaders who
always motivate their team, I have worked in that company and have good experience.
There I have worked with other employees and my job was also same. I have been placed for
telephonic work and for making data on computers of the daily transactions. My work was to get
the call and take the data from the customers that where they want to send their courier and how
much it will cost according to the weight or the place where they want to send.
There I have learnt how to communicate with the peoples and solve their problem. I have worked
individually as well as in group. At last the presentations were to be made and present in front of
our senior managers.
It was really a good working experience and learnt a lot from it.

20. Chapter: 3
Review of Literature

21. Review of Literature
According to Nick Mathiason (2007), a courier is a person or company employed to deliver
messages, packages and mail. Couriers are distinguished from ordinary mail services by features
such as speed, security, tracking, signature, specialization and individualization of services, and
committed delivery times, which are optional for most everyday mail services. As a premium
service, couriers are usually more expensive than usual mail services, and their use is typically
restricted to packages where one or more of these features are considered important enough to
warrant the cost. Different courier services operate on all scales, from within specific towns or
cities, to regional, national and global services. The world's largest courier companies are
Aramex, DHL, FedEx, TNT N.V. and UPS. These offer services worldwide, typically via a hub
and spoke model. In ancient times runners and homing pigeons were used to deliver timely
messages. When the horse became domesticated, its use was rapidly adopted by couriers. Before
there were mechanized courier services, foot messengers 11 physically ran miles to their
destinations. To this day there are marathons directly related to actual historical messenger
routes. In cities, there are often bicycle couriers or motorcycle couriers but for consignments
requiring delivery over greater distance networks, this may often include trucks, railways and
aircraft. Many companies who operate under a Just-In-Time or "JIT" inventory method often
utilize on-board couriers. On-board couriers are individuals who can travel at a moment's notice
anywhere in the world, usually via commercial airlines. While this type of service is the second
costliest - general aviation charters are far more expensive - companies analyze the cost of
service to engage an on-board courier versus the "cost" the company will realize should the
product not arrive by a specified time (i.e. an assembly line stopping, untimely court filing, lost
sales from product or components missing a delivery deadline, organ transplants). Over time,
demand for a new type of representative courier has emerged. With the increase in fuel prices
and productivity goals monitored closely by companies, this new type of all-in-one courier has
been developed to "take care of business". Workers in companies have more work and less time
to be out of the office. Operating largely using independent contractors that have gone through a
screening process and background checks have found a niche in the courier industry. Research,
in transit pet care, complex paperwork filing, and a host of other services are now offered in this
new category of courier service. 12 The genus of the UK same-day courier market stems from
the London Taxi companies but soon expanded into dedicated motorcycle dispatch riders with
the taxi companies setting up separate arms to their companies to cover the courier work. During
the late 1970s small provincial and regional companies were popping up throughout the country.
Today, there are many large companies offering next-day courier services, including City Link
Ltd. and UK divisions of worldwide couriers such as APC Overnight, FedEx, DHL, UPS and
TNT. There are many 'specialist' couriers usually for the transportation of items such as
freight/palettes, sensitive documents and liquids. The 'Man & Van'/Freelance courier business

22. model is highly popular in the United Kingdom, with thousands upon thousands of independent
couriers and localized companies, offering next-day and same-day services. This is likely to be
so popular because of the low business requirements (a vehicle) and the lucrative number of
items sent within the UK every day. Since the turn of the millennium there has been a noticeable
increase in owner drivers, self employed couriers, operating mainly from home with a sole
vehicle. Advantages of this rather than working for an established same-day courier firm are that
they are able to offer far better rates to their customers. Self employed couriers come from varied
employment backgrounds; from non-skilled through to highly qualified trades people. 13
Motorbike couriers still exist, but mainly in and around London (and other large cities), where
there is often congestion, as they are much cheaper to run in heavy traffic. Large companies such
as APC Overnight, Interlink Express, Citylink and FedEx all now provide P.O.Ds online. Lots of
the smaller companies and freelance 'Man & Vans' are unable to provide this, but this is
changing with forever lowering costs of technology. Royal Mail was up until recently a
reasonable competitor of most of the large couriers; offering next day and special delivery
services. This has however changed, with higher costs, strike action and a lowering public
perception of the company. With companies like Royal Mail & the DX (who offer a private
courier 'box network'), it can be difficult to draw a clear-cut line between postal services and
couriers. Some UK couriers offer next-day services to other European countries. FedEx and
Interlink Express both offer next-day air delivery to many EU countries. Cheaper 'By-Road'
options are also available, varying from 2 days delivery time (e.g. France), up to a week (e.g.
Former USSR countries). Large couriers often require an account to be held (and this can include
daily schedule collections). Senders are therefore primarily in the commercial/industrial sector
(and not the general public); some couriers such as DHL do however allow public sending (at
higher cost than regular senders). 14 The courier industry has long held an important place in
United States commerce and been involved in pivotal moments in the nation's history such as
westward migration and the gold rush. Wells Fargo was founded in 1852 and rapidly became the
preeminent package delivery company. The company specialized in shipping gold, packages and
newspapers throughout the West, making a Wells Fargo office in every camp and settlement a
necessity for commerce and connections to home. Shortly afterward, the Pony Express was
established to move packages more quickly than the traditional method, which followed the
stagecoach routes. It also illustrated the demand for timely deliveries across the nation, a concept
that continued to evolve with the railroads, automobiles and interstate highways and which has
emerged into today’s courier industry. The Courier industry in the United States is a $59 billion
industry, with 86% of the business shared by only four companies, including DHL, FedEx and
UPS. The remaining 14% shared among almost 11,900 other small businesses ranging in size
from 1 employee to over 600. These businesses comprise of mostly same day deliveries and are
strong offline businesses like Diamond Express and strong online businesses like Naparex.

23. Chapter :4
Research Methodology

24. NEED OF THE STUDY
This project focuses mainly to know how important is the customer service for a business to exist
and to know about the marketing and management skills that are necessary in this present
scenario for any organization’s growth. This survey is mainly based on satisfaction levels of
Professional Co. customers. Feedback is taken from the customer on visiting the Professional Co.
outlets about their experience visiting to these outlets is collected by the help of questionnaires.
One of the major problems in an organisation is Customer Satisfaction. In the era of relationship
marketing customers feelings and his satisfaction derived from the service he is using plays a
very important role in an organisation. Being an oligopoly service sector the Telecom service
sector has a tough completion. Professional Co. faces tough completion from first flight, DTDC.
Professional Co. mainly focuses on sale of its services with a better customer service for
increasing its brand loyalty and having a good network with its customers for its success. For the
betterment of its service Professional Co. service sector also takes feedback from its customers
on visiting the work place. To be successful today’s companies must be dynamic, constantly
evolving and adjusting to the ever changing market conditions.

25. OBJECTIVE OF THE STUDY
1. To understand the awareness of Professional company services among consumers in the
market.

2. To analyze the consumers perception towards Professional company

3. To know the satisfaction level of consumers towards Professional company products and
services.

26. METHOD OF RESEARCH
Survey method:
A Survey is a complete operation, which requires some technical knowledge Survey
methods are mostly personal in character. Surveys are best suited for getting primary data. the
research obtains information from the respondents by interviewing them.
Sampling: It is not always necessary to collect data from whole universe. A small representative
sample may serve the purpose. A sample means a small group taken in a large lot. This small
group taken in a large lot .This small group should be emanative cross section and really
“representative” in character.
Sample size: Samples are devices for learning about large masses by observing a few
individuals. The selected sample is 50.
Methods of Sampling
convenience sampling method:
Convenience sampling (also known as availability sampling) is a specific type of non-probability
sampling method that relies on data collection from population members who are conveniently
available to participate in study. Facebook polls or questions can be mentioned as a popular
example for convenience sampling.
Research Instrument
Questionnaire:
A form containing a set of questions, especially one addressed to a statistically significant numbe
r of subjects as away of gathering information for a survey. A questionnaire is a carefully
complied logical sequence of questions directed to a define objective. It is the outline of what
information is required and the framework on which the data is built upon. Questionnaire is

27. commonly used in securing marker information that its preparation deserves utmost skill and
care.

Collection of data:
One of the important tools for conduction market research is that availability of necessary
and useful data. Date collection is more of an art than a science. The methods of marketing
research are in a way the methods of data collection. The sources of information fall under two
categories.
Internal sources: Every company has to keep certain records such as accounts, reports etc. these
records provide sample information which an organization usually keeps collection in its
working.
External sources: When internal records are insufficient and required information is not
available, the organization will have to depend on external sources. Of data are.
(a)Primary data: The data collected for a purpose in original and for the first time is known as
primary data. The researches collect this data to study a particular problem. Primary data are
fresh (new) information collected for the first time by a researcher himself for a particular
purpose. It is a unique, first-hand and qualitative information not published before. It is collected
systematically from its place or source of origin by the researcher himself or his appointed
agents.
Here the primary data is data collected through questionnaire by directly meeting the customers
(b) Secondary Data: The data, which is collected from the published sources i.e., not originally
collected of the first rime is called secondary data. Secondary data, on the other hand, are
information already collected by others or somebody else and later used by a researcher (or
investigator) to answer their questions in hand. Hence, it is also called second-hand data. It is a
ready-made, quantitative information obtained mostly from different published sources like
companies' reports, statistics published by government, etc.

28. Here the secondary data is data collected from the company’s brochures, pamphlets, catalogues
and the website.


Limitations
 Large number of people were not involve in gathering information
 Limited time
 Bias information
 All were not aware about the company so it was difficult to get more data.

29. CHAPTER:-5
Analysis and Interpretation of Data

30. Data Analysis
1.Various types of customers
Types of customers No of Customers
Student 25
Industrial 10
Business 7
House holds 3
Others 5
Total 50
Table no. 1

31. Interpretation: According to this survey out of 50 customers 25 number of customer are
student, 10 number of customers are industrial, 7 number of customer are from business,3
number of customer are households, and remaining of 5 customers are others.
2.Customer appreciation.
Response about the services No of Customers
Yes 35
No 15
Total 50
Table no. 2
0
5
10
15
20
25
30
StudentIndustrialBusinessHouse holdsOthers
No of Customers
No of Customers

32. Interpretation: According to this survey out of 50 customers 35 number of customer
appreciates the service and 15 number of customer don’t appreciate the service




3. Which of the following service satisfies you the most.
Service areas No of Customers
Customer care 8
services 15
Timely 10
0
5
10
15
20
25
30
35
40
Yes No
No of Customers
No of Customers

33. Safe delivery 12
Others 5
Total 50
Table no. 3

Interpretation: According to this survey out of 50 customers 8 number of customer are satisfied
with the customer care, 15 number of customer are satisfied with the services, 10 number of
customer are satisfied with the time,12 number of customer are satisfied with the safe delivery,
and remaining of 5 customers are others.
4. How often do you use the service.
Customer satisfaction level No of Customers
Once a month 12
More than once a month 15
One every three months 10
0
2
4
6
8
10
12
14
16
Customer careservices Timely Safe deliveryOthers
No of Customers
No of Customers

34. Daily 8
Total 50
Table no. 4

Interpretation: According to this survey out of 50 customers,12 number of customer are using
the service once a month, 15 number of customer are using the service more than once a month
services, 10 number of customer are using the service once every three months,8 number of
customer are using the service daily..


5. What is your preferred method of Ordering.
Methods No of Customers
In person 12
Telephone 15
0
2
4
6
8
10
12
14
16
Once a monthMore than once
a month
One every three
months
Daily
No of Customers
No of Customers

35. E-mail 8
Via the company website ordering service 10
Total 50
Table no. 5

Interpretation: According to this survey out of 50 customers, 12 number of customer prefer the
method of in person, 15 number of customer prefer the method of ordering by telephone, 8
number of customer prefer the method of e-mail,10 number of customer prefer the method of via
the company website ordering service.

6. How much are you satisfied with the ordering service.
Customer satisfaction level No of Customers
Fully satisfied 17
Satisfied 15
0
2
4
6
8
10
12
14
16
In person Telephone E-mail Via the company
website ordering
service
No of Customers
No of Customers

36. Neither satisfied nor unsatisfied 7
Unsatisfied 8
Fully unsatisfied 3
Total 50
Table no. 6

Interpretation: According to this survey out of 50 customers 16 number of customer are fully
satisfied with the ordering services, 15 number of customer are satisfied with the services,7
number of customer are neither satisfied nor unsatisfied with the ordering services,8 number of
customer are unsatisfied with the ordering service, and remaining of 3 customers are fully
unsatisfied.

7. Do you agree with the type of shipment you prefer.
Customer satisfaction level No of Customers
Fully satisfied 20
0
2
4
6
8
10
12
14
16
18
Fully
satisfied
SatisfiedNeither
satisfied nor
unsatisfied
UnsatisfiedFully
unsatisfied
No of Customers
No of Customers

37. Satisfied 10
Neither satisfied nor unsatisfied 6
Unsatisfied 9
Fully unsatisfied 5
Total 50
Table no. 7

Interpretation: According to this survey out of 50 customers ,20 number of customer are fully
satisfied with shipment, 10 number of customer are satisfied with the shipment,6 number of
customer are neither satisfied nor unsatisfied with the shipment,9 number of customer are
unsatisfied with the shipment, and remaining of 5 customers are fully unsatisfied.

8. After sales service are satisfactory.
Customer satisfaction level No of Customers
0
5
10
15
20
25
Fully satisfiedSatisfiedNeither
satisfied nor
unsatisfied
Unsatisfied Fully
unsatisfied
No of Customers
No of Customers

38. Fully satisfied 20
Satisfied 10
Neither satisfied nor unsatisfied 10
Unsatisfied 5
Fully unsatisfied 5
Total 50
Table no. 8

Interpretation: According to this survey out of 50 customers ,20 number of customer are fully
satisfied with after sales service, 10 number of customer are satisfied with after sales service,6
number of customer are neither satisfied nor unsatisfied with after sales service,9 number of
customer are unsatisfied with after sales service, and remaining of 5 customers are fully
unsatisfied after sales service.

9. Would you recommend any of your friend to use this company.
0
5
10
15
20
25
Fully
satisfied
SatisfiedNeither
satisfied nor
unsatisfied
UnsatisfiedFully
unsatisfied
No of Customers
No of Customers

39. Recommendation No of Customers
Yes 35
No 10
May be 5
Total 50
Table no. 9

Interpretation: According to this survey out of 50 customers,35 number of customer will
recommend this company to their friend, 10 number of customer will not recommend this
company to their friend,5 number of customer may either recommend or not.




10.Are you loyal to Professional courier & cargo?
0
5
10
15
20
25
30
35
40
Yes No May be
No of Customers
No of Customers

40. loyalty No of Customers
Continue with same company 30
Continue with same company even if you are
unsatisfied
10
Change over to the other company 10
Total 50
Table no. 10

Interpretation: According to this survey out of 50 customers,30 number of customer will
continue with the same company,10 number of customer will continue with same company even
if they are unsatisfied, 10 number of customer will change over to the other company





0
5
10
15
20
25
30
35
Continue with same
company
Continue with same
company even if you
are unsatisfied
Change over to the
other company
No of Customers
No of Customers

41. CHAPTER 9
FINDINGS, CONCLUSION AND RECOMMENDATION
















FINDINGS:

42.  8 no. of customers are unhappy, as their problems are not being solved immediately.
 Nearly 9 no. of the customers are not happy with the type of shipment it may be due to
the delay of their couriers etc.
 Majority of the customers appreciates over all the services which includes ordering,
packaging ,price, track service etc
 Sometimes the customers are not able to give the exact address because of being
uneducated, so this leads to delay or misplacement of parcel
 3 no. of customers are not satisfied with the ordering service















Conclusion:

43. Finally it is concluded from the research that most of the respondents are satisfied with the
Professional Courier service. Still some people are not satisfied due to the customer services
provided by them and to increase speed to reach the place where the Professional courier is
needed. So the negative points are to be rectified by undergoing some needful things and to
improve the Professional courier.

















Recommendation

44.  Care should be taken for efficient and timely response to the customer problems.
 The executives shouldn’t talk on their mobiles while interacting to the customer
 The executives should be given training on the aspects where they are lacking in (like a smile to
the customer, solving the queries at lease. making feel the customer comfortable, updating the
new product/service to all the customers).
 Before booking of any parcel the person should check the exact address by using the pin code and
if any problem is noticed, then it should be rectified

















BIBLOGRAPHY

45. Links:-
http://www.tpcindia.com/
http://www.tpcindia.com/about-us.aspx
http://www.tpcindia.com/vision.aspx
http://www.tpcindia.com/features.aspx
http://www.tpcindia.com/customer-care.aspx
http://www.tpcindia.com/history.aspx
https://en.wikipedia.org/wiki/Courier














Questionaire

46. Customer satisfaction towards Professional Courier & Cargo
Name : _______________________________________________
Occupation : ___________________________ Gender: ____________
Address : _______________________________________________
Contact : _______________________________________________

1.Various types of customers.
(a)Student (b)Industrial (c)Employee (d) Others
2. Customer appreciation
(a)Yes (b)No
3. Which of the following service satisfies you the most.
(a) Customer care (b)Service (c) Timely (d)Safe delivery
(e) Other
4.How often do you use the service.
(a)Once a month (b)More than once a month
(c)Once every three months (d)Daily
5.What is your preferred method of ordering.
(a)In person (b)Telephone (c)E-mail
(d)via the company website ordering service
6. How much are you satisfied with the ordering service.
(a)Fully satisfied (b)Satisfied (c)neither satisfied nor unsatisfied
(d)Unsatisfied (e)Fully unsatisfied
7. Which type of shipping do you use most often.

47. (a) Letter (b) Parcel (c) Excessive or oversized shipment
(d)Others
8.Are you loyal to Professional courier & cargo?
(a) Continue with same company
(b) Continue with same company even if you are unsatisfied
(c) Change over to the other company
9.Give the ratings for the following


• Any other opinion/suggestion that you want to
write:_________________________________________________________________________
______________________________________________________________________________





Statements Highly
disagree
Disagree Neutral Agree Highly
agree
1. Do you agree with the pricing for the
type of shipment you prefer.

1 2 3 4 5
2. The courier arrived within the
specified delivery time
1 2 3 4 5
3. How do you rate our package tracking
system. (5) Excellent, (4) Very good, (3)
Good, (2) Fair, (1) Poor
1 2 3 4 5
4. After sales service are satisfactory. 1 2 3 4 5
5. You would recommend any of your
friend to use this company
1 2 3 4 5