A STUDY OF THE FACTOR INFLUENCING THE CUSTOMER

PREFERENCE FOR LOGISTICS COMPANY WITH REFERENCE TO M.S.

LOGISTICS
SUBMITTED
TO
SAVITRIBAI PHULE PUNE UNIVERSITY
IN PARTIAL FULFILLMENT OF THE REQUIREMENT OF THE
BACHELOR OF BUSINESS ADMINISTRATION

SUBMITTED BY
RAJVEER SINGH

UNDER THE GUIDANCE OF

PROF. PIYUSH DIXIT

INDIRA COLLEGE OF COMMERCE AND SCIENCE

(AFFILIATED TO SAVITRIBAI PHULE PUNE UNIVERSITY), PUNE
2013-2016

COLLEGE CERTIFICATE

COMPANY CERTIFICATE

DECLARATION
I RAJVEER SINGH studying in BBA 3 rd year in INDIRA COLLEGE OF COMMERCE AND
SCIENCE, hereby declare that the project report by name A STUDY OF THE FACTOR
INFLUENCING THE CUSTOMER PREFERNECE FOR LOGISTICS COMPANIES WITH REFERENCE TO
M.S.LOGISTICS

has been prepared with due diligence, maintaining full originality, as a part of

partial fulfilment for the award of the BACHELOR OF BUSINESS ADMINISTRATION.

RAJVEER SINGH

ACKNOWLEDGEMENT

I would like to express my gratitude for all the people, who extended unending support at all stages
of the project.
This report is a product of not only my sincere efforts but also the guidance and morale support
given by the management of Indira College of Commerce and Science
I express my sincere gratitude to my guide Prof. PIYUSH DIXIT for sparing his valuable time in
giving the valuable information and suggestions all through, for the successful completion of the
project.
Last but not least, I would like to express my gratitude to colleagues who have directly or
indirectly contributed to the successful completion of the project.

RAJVEER SINGH

CONTENTS
SER. NO

TITLE

INTRODUCTION

INDUSTRY PROFILE

COMPANY PROFILE

LITERTURE SERVEY

OBJECTIVE AND SCOPE

RESEARCH METHODOLOGY

DATA ANALYSIS & INTERPRETATION

OBSERVATION AND FINDING

CONCLUSION

10

SUGGESTION

PAGE NO.

LIST OF TABLES
Sr. NO.

TABLE NO.

TITLE

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11.
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14.
15.
16.
17.
18.
19.

LIST OF GRAPHS
Sr. NO.

GRAPH NO.

TITLE

PAGE
NO.

1.
2.
3.
4.
5.
6.
7.
8.
7

9.
10.
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12.
13.
14.
15.
16.
17.
18.
19.

CHAPTER - I
INTRODUCTION

INTRODUCTION
The report focuses on CUSTOMER PREFRENCE. IN the same spirit that data gathered for the
study have been sourced out by MS LOGISTICS the qualitative system approach of the study have
been conceptualized and realized through personal observations and question on sites.

The CUSTOMER PREFERENCE of the company MS LOGISTICS has been derived from the
external data interpretation and the reports of the data have been shown in this project. The
organizational structure in line with decision making and promotion schemes is also featured in this
project.

CUSTOMER PREFERENCE is a marketing term meaning a customer likes one thing over
another. For instance, a trend may indicate customers prefer using debit cards over credit cards to
pay for goods.

According to MS LOGISTICS
10

A customer is the most important visitor on our premises

He is not dependent on us,
We are dependent on him,
He is not an interruption on our work,
He is the purpose of it.
He is not an outsider on our business,
He is part of it.
We are not doing him a favor serving him,
He is doing us a favor by giving us the
Opportunity to do so

REASON FOR ESTABLISHMENT

The vision of the most admired and desired organization on the global platform of logistics by
ensuring Customer Satisfaction and Excellence in everything we do.

To provide high value oriented supply chain services with constant innovations and scale up
efficiency for adding value to our services which will enhance our market share and create a
delighted customer and not just a satisfied client .

11

CHAPTER - II
INDUSTRY PROFILE

INDUSTRY PROFILE
Logistics is about moving materials, information and funds from one business
to another business or from a business to the consumer. Logistics is an
important part of the business economic system and is a major global
economic activity. It encompasses activities like freight transportation,
warehousing, material handling, protective packaging, inventory control, order
processing, marketing, forecasting and customer service. Fierce competition in
todays global market, the introduction of products with short life cycles, the
heighten expectations of customer and the cost cutting measures have forced
business enterprise to focus attention on logistics industry. Historically, the
12

logistics sector was clearly separated and restricted mainly to transportation

and warehousing. The logistics management in todays world however, covers
all the aspects of value chain including an efficient integration of
transportation, distribution, warehousing, reverse logistics, value added
services such as payment collection, packaging, documentation, customer
brokerage facilities, kitting, repair management, reconfiguration etc. The
developments of state-of-threat in IT in recent years have further had
remarkable implications for the logistics industry.

2.1 Purpose of Logistics Industry

13

The purpose of logistics industry is to enable an effective transportation or

timely movement of goods from one place to another. This could be for the
purpose of industrial transportation or even private purposes.
2.2 Different mediums of Logistics services
There are three mediums of logistics services in India. These can be
categorized in the following way:
Air freight this is a modern and the safest mode to ensure a fast delivery of
goods. A chosen one by many because of the swiftness of the system there are
many companies that are now even providing super fats deliveries by airways
even on the same day.
Land transport this is a means of logistics support that has withstood the
test of time through the extensive network of roads in India. It has been the
popularly used method and used especially in the shipments of heavy articles
like machinery and vehicles. This is also a chosen method in case of household
packers and movers.
Railways this is also an age old method of shipments and transport. Though
most used in case of domestic services this is very effective in the availability
of cost effective logistics support in India.

Waterways an essential part of this industry this is also one of the oldest
methods. Shipments and transportation of goods is done on an international
basis through this way. It is apt in case of shipments of oil, highly sensitive or
volatile articles like Uranium.

14

CHAPTER - III
COMPANY PROFILE

15

COMPANY PROFILE

The MS LOGISTICS is a part of MS GROUP. Which is established on 19 th jan., 2012. &

THE MD of MS GROUP is Ketan dholakia & Peter Rodrigues.
It gives us immense pleasure to introduce M S Maritime Pvt Ltd as one of
a leading specialists in the project forwarding industry that provides
specialized cargo transportation services of heavy and over dimensional
equipment and integrated project logistics, general cargo management along
with FCL, LCL and Air cargo transportation.
At MSMPL we have the personnels to manage complex transportation of
large projects with experience, intelligence and knowledge, committed to
researching all options, surveying potential problems, and reacting to
16

extraordinary circumstances with quick and decisive actions. We are specialize

in project freight management and all associated planning and implementation
services. Whether you are moving a general cargo, individual heavy lift or
complete industrial plant, we arrange for customized transportation concepts
for the entire route on a door to door basis.
Keeping in mind about General Cargo, Project Cargo as a specialized field in
freight forwarding, that requires immense expertise, experience, and
knowledge of documentation and handling. We have a team that is
magnificently trained, exceptionally knowledgeable and passionately
committed; they're the people you want on your side for the challenging
business of managing the delivery program on your shipment.

Salient Features:

1.

Bonded and general warehousing facilities at Taloja, Kalamboli and

Bhiwandi.
2.

In house customs clearance team. (Filing of shipping bill/Bill of Entry

within our premises)

3.

National People strength: Mumbai 40, Pune 5, Bangalore 3,

Delhi- 3, Kolkata 4, Ahmedabad 4, Chennai -2 , Aurangabad 2 .

4.

International People Strength: Nigeria 3, Nairobi- 20, Dubai 3

6. We have our own office in Nigeria M S Logistics Ltd. The role of this
office is primarily to cater to warehousing needs of our international
customers/partners for whom we store the cargo of any kind in ample
17

warehouse space available with us, can perform value additions (Cross
Stuffing of containers, Label and document changing and also offer LTL
and FTL deliveries to any places in West Africa).
7. We have our own office in Dubai Maxims Logistics LLC. The role of
this office is primarily to cater to warehousing needs of our international
customers/partners for whom we store the cargo of any kind in ample
warehouse space available with us, can perform value additions (Cross
Stuffing of containers, Label and document changing and also offer LTL
and FTL deliveries to any places in Gulf and upper Gulf.

Our project handling capabilities include:

Heavy Lift Equipments
Vessel / Aircraft Chartering
Odd Dimension Cargo Handling
Multi-Modal transport
Break Bulk Shipments Handling
Special Equipment Transport
Freight negotiations

Vision - To be the most admired and desired organization on the global platform of
Logistics by ensuring Customer Satisfaction and Excellence in everything we do.
Mission -To provide high value oriented supply chain services with constant
innovations and scale up efficiency for adding value to our services which will
18

enhance our market share and create a delighted customer and not just a satisfied
client.

3.1 ORGANIZATIONAL STRUCTURE

19

DIRECTOR (2)
M S LOGISTICS
M S MARITIME PVT LTD
MAXIMS LLC
(

GM - SALES

BDM

PROFIT CENTRE
HEAD
BANGALORE &
NIGERIA

GENERAL
MANAGER

SALES
MANAGER

CUSTOMER
SERVICE
MANAGER

DOCUMENTA
TION
EXECUTIVE

SALES
EXECUTIVE

CUSTOMER
SERVICE
EXECUTIVE

ASST.
DOCUMENTA
TION
EXECUTIVE

FIELD
OPERATIONS
EXECUTIVE

OPERATIONS
EXECUTIVE

FIELD
OPERATIONS
EXECUTIVE

MD KETAN DHOLAKIA & PRTER RODRIGUES

VICE PRESIDENT VISHWANATH MALLAR

SALES MANAGER SUNIL KUMAR MENON

GM- TRUPTI SALVI

HR MAHESWARI DASPATRI

FINANCE HARSHADA PALADHE

20

ACCOUNTS
EXECUTIVE

HR
EXECUTIVE

ACCOUNTS
ASSISTANT

OFFICE
ASSISTANT

IT EXECUTIVE

3.2

COMPETITIORS

COMPETITORS OF MS LOGISTICS:-

Among the key players of the Indian logistics industry there are certain
international names along with national companies that are not only world
leaders in the field but are also part of the Indian industry for a long time now.
DHL a very commonly known name in the Indian logistics industry, DHL has
been part of the industry for a long time now. Established in San Francisco in
the 1969 DHL has grown across 220 countries with over 300,000 employees. It
has built a reputation over the years as a responsible logistics support air,
ocean, express freight and overland transport, contract logistic solutions.
TNT this is an international brand that has been a part of the Indian market
also. Established at Netherlands, TNT is a reliable name in the arena of
international transportation and distribution business. Spread across 200
countries it has an estimated revenue turnover of $ 3,500 billion US dollars.
AFL this is one of well known international players in the logistics industry of
India. The main areas of service by the company are in the area of logistics
and warehousing along with Courier Company and custom consultant.

BLUE DART this is one of the premier companies in the field of logistics. The
company has a huge network linked with the most advanced communication
systems. Blue Dart handles large and oversized packages and stands for an
overnight delivery of such goods.

21

GATI one of the pioneering companies in the field of logistics. This is one the
companies that have taken several initiatives to implement modernization in
the area of logistics. With a turnover of ` 576 cr. this company believes in
setting new standards of customer service.
DTDC this company spreads over 3700 locations within India and 240
international places. The company is a leading name in low cost shipments
along with timely delivery.
ASHOK LEYLAND this is an established name in the manufacture of trailer
trucks and heavy vehicles in India. It has come up with a new venture in
Ashley Transport Services Ltd. in the area of information exchanges and the
business of freight contractors along with integrated logistics services.
FIRST FLIGHT this is an Indian company that has domestic, international
and many other programs of multi tracking technologies.
AGARWAL PACKERS AND MOVERS this is a popular name in the field of
logistics companies of India. Services like shifting, transport of cars, and all
other forms of quality packing and transportation this is a name that has over
the years become synonymous with quality and assurance.

22

CHAPTER IV
23

LITERTURE SURVEY

Literature review

There are many papers concerning customer satisfaction and how

companies can improve processes from marketing to shipping in order to
24

increase customer satisfaction. Nowadays it is taken for granted that customer

satisfaction has many aspects and is not just linked to the quality of the
product (kristianto et al.,2012; Meybodi,2015). In particular, it has been
ascertained that a logistics dimension is important in customer satisfaction. Lai
and Cheng (2009,p.11), for instance ,reported that customer satisfaction is
linked:

Lean is a production system which enables the reduction of waste and product
lead-time. Agile is often used in connection with lean to emphaise the ability of
an organization to respond rapidly to changes in demand in terms of volume
and time.
It has to ability to deliver the right amount of right product, at the right place,
at the right time, in the right condition with the right information.
For the scope of this paper, only papers concerning logistics solutions for the
manufacturing industry and customer satisfaction have been taken into
account.
From the 1990s some authors demonstrated a positive relationship between
customer satisfaction requirements and delivery performances and logistics
and solutions. CERMAK ET AL even discussed the fact that customers can
participate in the specification and delivery of the services. In this sense
suppliers have to quickly react to customers demand increasing their abilities
of mastering all the processes including the logistics ones. Logistics has been
described as being important for integrating the internal operations of an
organization with the supply chain processes to increase customer satisfaction.
For instance, BOWERSOX ET AL (2002) investigated all the supply
management processes which can affect logistics and customer satisfaction
and reported that a logistical value proposition and logistics have a big impact
on customer satisfaction leveraging on order processing, inventory
management, transportation, handling and packaging, as well as facility
network design.
STANG ET AL (2003) investigated the relationships between customer
satisfaction, customer loyalty, market share and logistics service performance.
25

The research did not investigate specific tools or principles relating to the
three dimensions.
ZHANG ET AL (2005) demonstrated by means of a quantitative inquiry carried
out in US manufacturing organizations that logistics flexibility is a fundamental
requirement for responding to changing customer needs. Flexible competence
and flexible capability are critical to customer satisfaction and according to
their results they have to be combined. However, in their paper the authors do
not intentionally investigate what the main logistics solutions are for improving
customer satisfaction.
LUN ET AL (2015) analysed and highlighted how flexibility for the supplier is
mainly a matter of aquiring the right skills and the organizational capability in
order to follow better the evolution of customers requests.
BIENSTOCK ET AL (2008) focused on the use of particular information
technology tools which can better link a companys processes with its
customers ones, sharing also outcome performances.
Information technology can have significant effects on logistics operations,
facilitating collaboration among supply chain partners, as well as allowing the
automation of many routine logistics activities.
Green logistics activities include measuring the enviromental impact of
different distribution strategies, reducing the energy usage in logistics
activities, reducing waste and managing its treatment.
Interestingly, BIENSTOCK ET AL (2008) measured customers perception of
logistics quality service performance from their suppliers. This research
identified that some logistics issues are important for customer satisfaction. In
particular, (BIENSTOCK, 2008 p.212) were identified the ability to understand
customers business situations, the effectiveness and ease of use of product
ordering procedures, the availability and accuracy of order information, the
ability of suppliers to handle order discrepancies, the availability of products
and suppliers invetories to fulfill orders, the timeliness of product delivery and
the condition of products ordered.
And in terms of performance, according to GUNASEKARAN ET AL (2004), the
measurement of suppliers performance has a relevent effect on the possibility
of increasing customer satisfaction. A particular framework of indicators allows
26

suppliers to control and improves performances such as delivery, quality and

service in general. GUNASEKARAN ET AL (2004) highlighted the importance of
measuring performance in an automatic way by means of ICT solutions.
Similar conclusions can be found also in GUNASEKARAN ET AL (2001), TRACEY
and LENG TAN (2001) and KHAN ET AL (2012).

CHAPTER V
OBJECTIVE & SCOPE

27

OBJECTIVE
OBJECTIVES OF THE STUDY
The following are the objectives of the study to solve the problem.They are:

To find out the after sales service opinion of customer.

To find out customer needs to improve our services in order to satisfication.

To enhance the market penetration of M.S. LOGISTICS in comes to market .

To find out the USP of M.S. LOGISTICS.

To find out the influencial factor of M.S. LOGISTICS.

28

SCOPE
SCOPE OF THE STUDY
Scope of the study is very vast it can be summarized under the following point

The main scope of this study is to ascertain the various methods to increase the
sales and distribution activities of the concern.

Through this study, organization can know its position in the market and take
necessary steps to increase the market of the with respect to its main competitor.

The methods include regular information to the buyers creating a brand position;
one of the important aspects of this study is to increase the market segment for the
product

5.1 NEED FOR THE STUDY

MS LOGISTICS believes in satisfied delivery of quality service to the
c u s t o m e r, b u t d u e t o unknown reasons that the customer satisfaction analyzed by
the company is not up to the mark.

The company intends to find out the causes and remedies for the low customer satisfaction.

29

CHAPTER - VI
RESEARCH METHODOLOGY

30

DEFINITION OF RESEARCH
Research is the process which includes defining and redefining problems, formulating
hypothesis or suggested solution; collecting, organizing and evaluating data; making
deduction and reaching conclusions to determine whether they fit the formulation
hypothesis ".
- Clifford woddy

Research is the systematic and objective analysis and recording of controlled

observations that may lend to development of generalization, principles or theories,
resulting in prediction and perhaps ultimate control of events ".
-John W. Best

31

From above definition, it is clear that research is an activity undertaken to establish the
facts and principles in a scientific way, rather it is a method of discovering the truth in a
scientific way.

METHOD OF RESEARCH: Descriptive research

Descriptive research is undertaken to provide answers to questions of who, what, where,
when and how. It is a statistical research describes data and characteristics about the
population being studied.
It includes survey and fact finding enquiries of different kinds.

32

Information data/sources :

a) Primary data:
questionnaire,
personal interview
b) Secondary data:
books, magazines,
websites.

Area of survey:

Chinchwad pune

Sample plan:

Personal interview

Sample unit:

All retail outlets in

recommended area.
(retailers)

Sample size:

30

Sample method:

Convenience non-random
Sampling Method

Research instrument:

Questionnaire

Research approach:

Interview

Research method

Descriptive research

6.1 Type of research

The purpose of research is to discover answers to questions through the application of scientific
procedures. The main aim of research is to find out the truth which is hidden and which has not
been discovered as yet.
Types of research:
Descriptive research:
This research refers to research that provide an accurate portrayal of characteristics of a particular
individual, situation or groups.
33

Applied research:
This research refers to scientific study and research that seeks to solve practical problems. It is used
to find solutions to everyday problems, cure illness and develop innovative technologies, rather
than to acquire knowledge for knowledges sake.
Experimental research:
It is an objective, systematic, controlled investigation for the purpose of predicting and controlling
phenomena and examining probability and causality among selected variables.
Historical research:
It is research involving analysis of events that occurred in the remote or recent past.

Qualitative research:
It is research dealing with phenomena that are difficult or impossible to quantify mathematically,
such as beliefs, meanings, attributes and symbols.

Quantitative research:
It refers to systematic empirical investigation of any phenomena via statistical mathematical or
computational techniques. The objective of this research is to develop and employ mathematical
models, theories and hypothesis pertaining to phenomena.
For this research descriptive type of research is used.

SAMPLING
DEFINITION OF SAMPLING

34

Sampling is the selection of some parts of an aggregate or totality on the basis of which a
judgment or inference about the aggregate or totality is made. In other words, it is the
process of obtaining information about an entire population by examining only a part of it.

TYPES OF SAMPLING
1. Probability sampling
2. Non probability sampling

Probability sampling are those, in which every item in the universe has known chance, or
probability, of being chosen for the sample. This implies that the selection of sample item
is independent of the person making the study that is, the sampling operation is controlled
objectively so that the items will be chosen strictly at random.
Non probability samplings are those that do not provide every item in the universe with a
known chance of being included in the sample. The selection process is, at least partially,
subjective.

TOOLS OF DATA COLLECTION

The information relevant for study was drawn from primary data collected through survey
method, which alone was not sufficient. Hence secondary data was collected to study
successfully.

Primary data35

In order to find out customer preference regarding M.S. LOGISTICS advertising packages,
primary data was collected by personally visiting the retailer .with the help of well laid
questionnaire.
Secondary dataThe secondary data collection involved internet search, browsing magazines, newspapers
and articles and papers related to the two wheeler industry in India. Numerous journals
and books related to the topic were also browsed to understand the dynamics of the
industry.

SAMPLE DESIGN
The research was carried out in various phases that constituted an approach of working
from whole to part. It included subsequent phases trying to deeper into the users psyche
and develop a thorough understanding of what the user looks for while buying an
advertisement packages. For the customer preference study a sample of 30 retailers was
chosen from the in Chinchwad, pune. The sample was judgmental and methodology was
convenient random sampling.
Size of Sample :

30

Sampling technique: convenient Random Sampling Method

Location from which samples were taken: Chinchawad, pune

36

PLAN OF ANALYSIS

Raw primary data has been collected with the help of questionnaire. The raw data
has been tabulated with the help of table. From the tables, concept, analysis and
inferences are drawn which in turn was used for interpretation. Based on, these
charts were prepared to better pictorial understanding of the study.

From the set of inferences and interpretations, conclusion have been drawn which
is followed by suggestions, keeping the objectives in mind throughout the study.

37

CHAPTER VII
DATA ANALYSIS AND
INTERPRETATION

38

39

40

Q1 Area of business?
(a) Clothing
(b) Food and beverage
(c) Hardware
(d) Electronics
(e) Automobile
(f) Other
Area of business
Clothing
Food and beverage
Hardware
Electronics
Automobile
Other

[
[
[
[
[
[

]
]
]
]
]
]
No. of respondent
4
3
13
7
3
0

Table 7.1

41

Q.1 Area of business ?

14
12
10
8
6
4
2
0

Graph 7.1

Interpretation - Out of 30 respondent we found out that maximum respondent have hardware
business and minimum has food and beverage.

Q.2 How long are you using import and export services?
(a) Less than 1 year
[ ]
(b) 1-2 years
[ ]
(c) 2-3 years
[ ]
(e) Above 4 years
[ ]

Category

No. of respondent

Less than 1 year

19

1-2 year

2-3 year

Above 4 year
Total

1
30

Table:- 7.2

42

Chart Title
20
18
16
14
12
10
8
6
4
2
0

Less than 1 year

1-2 year

2-4 year

Above 4 year

Graph 7.2:-

Interpretation:- From the above graph we can see most of the respondent using logistics services
in less than 1 year.

Q.3What are the reasons for using import and export services?

(a) Reliability
(b) Safety
(c) Customer services
(d) Speed
(e) Price
Category

[ ]
[
[
[
[

]
]
]
]
No. of respondent

Reliability

Safety

8
43

Customer services

Speed

Price

Table 7.3:-

Chart Title
14
12
10
8
6
4
2
0

Reliability

Safety

Customer service

Speed

Price

Graph 7.3:Interpretation:- Above graph shows that most of the respondent using logistics facility for speed of
delivery and safety.
Q.4For what purpose you avail the services of service provider?
(a) Import

[ ]

(b) Export

[ ]

(c) Both

[ ]

Service
Import
Export
Both

No. of respondent
5
1
24

44

Q.4 For what purpose you avail the services of service provider ?

25

20

15

10

Import

Export

Both

Table 7.4

Graph 7.4
Interpretation:- Out of 30 respondent 23 are using logistics service for both facility import and
export. This graph shows that most of the respondent using logistics facilities for import as well as
export facility.

Q.5Which logistic provider you preferred?

(a) MS LOGISTICS
[ ]
(b) VRL
[ ]
(c) GIRIKAND
[ ]
(d) LODHA
[ ]
(e) Other
[ ]

Preference
MS LOGISTICS
VRL
GIRIKAND
LODHA
Other

No. of respondent
9
5
3
6
7

Table 7.5
45

Q.5 Which logistic provider you preferred ?

9
8
7
6
5
4
3
2
1
0

MS LOGISTICS

VRL

GIRIKAND

LODHA

Other

Graph 7.5
Interpretation:-The above graph shows that the most of the respondent prefer MS LOGISTICS
services for logistics.

Please rate, why you like the current logistics partner. You
choose above
Q.6

(Please rate between 1-5, Where 1 = least important and 5 is Most important ) ?

(a) Price
(b) Service quality
(c) Credit facility
(d) Punctuality
(e) Safety & reliability
(f) Brand image
Rating
46

Features

1
3
3
8
3
2
3

Price
Service quality
Credit facility
Punctuality
Safety & reliability
Brand image

2
4
5
12
7
6
6

3
5
7
4
8
9
8

4
12
11
3
6
8
9

5
6
4
3
6
5
4

Table 7.6

Chart Title
14
12
10
8
6
4
2
0
Price

Service quality

safety & reliability

Brand image

Credit facility

Punctuality

Graph 7.6

Interpretation :- The above graph shows that most of the respondent prefer logistic service does not
provide credit facility and same are not punctual.

47

Q.7 Do you prefer using same logistic provider for long period?
(a) Yes
[ ]
(b) No

[ ]

No. of respondent
Yes
No

17
13

Table 7.7

48

Q.7 Do you prefer using same logistic provider for long period ?

43%

Yes

57%

No

Graph 7.7
Interpretation:- Above graph shows that 57% respondent are agree to go with same logistics
provider that they are using. Which shows that they are satisfied with their logistics provider.

Q.8Where did you hear your current logistic provider?

(a) Newspaper
[ ]
(b) Online
[ ]
(c) Outdoor
[ ]
(d) Leaflets
[ ]
(e) Other
[ ]

Advertising media
News paper
Online
Outdoor
Leaflets
Other

No. of respondent
9
8
5
3
5

Tale 7.8
49

Q.8 Where did you hear your current logistic provider ?

9
8
7
6
5
4
3
2
1
0

News paper

Online

Outdoor

Leaflets

Other

Graph 7.8
Interpretation:- Above graph shows that the newspaper and online method for advertising is most
successful. Graph shows that the most of the respondent heard about his current logistics provider
through newspaper and online advertisement media.

Q.9 Are you satisfied with your current logistics provider?

(a) Yes

[ ]

(b) No

[ ]

Yes
No

No. of respondent
19
11

Table 7.9

50

Q.9 Are you satisfied with your current logistics provider ?

37%

Yes
No

63%

Graph 7.9

Interpretation:- The above graph shows that 63% respondent are satisfied with their current
logistics provider and rest 37% are not satisfied. Which shows that you can include rest 37%
respondent through providing better service & facility.

Q.10 Do you face any problem with your logistics provider?

(a) Yes

[ ]

(b) No

[ ]
No. of respondent
12
18

Yes
No
Table 7.10

51

Q.10 Do you face any problem with your logistics provider ?

40%

Yes
No

60%

Graph 7.10

Interpretation:-Above graph shows that 60% respondent have no any problem with their logistics
provider and rest 40% have some problem.

Q.11. Would you like to change any additional services with your logistic provider?
(a) Yes

[ ]

(b) No

[ ]
No. of respondent
23
7

Yes
No
Table 7.11

52

Q.11. Would you like to change any additional services with your logistic provider ?

23%
Yes
No

77%

Graph 7.11

Interpretation:-Above graph shows that 77% respondent want some additional logistics services
from their logistics provider.

Q12. If you get an opportunity to change your logistic provider to whom you will prefer?
Ans :DTDC
DHL
BLUE DART
FEDEX
FIRST FLIGHT

53

Q13. How much are you willing to pay for logistic services.(please mention price with respective
unit ) ?
Ans :- Varies from time to time.
Depend upon destination
Depend upon FCL, LCL

Depend upon transport facility.

54

Q.14Which following latest innovation of import and export facility are you aware of ?
(a) Insurance
[ ]
(b) Door to door service
[ ]
(c) Air cargo
[ ]
(d) Sea cargo
[ ]
(e) All
[ ]

Awareness
Insurance
Door to door service
Air Cargo
Sea cargo
All

No. of respondent
4
3
0
0
23

Table 7.12

55

Q.14 Which following latest innovation of import and export facility are you aware of ?
23

0
Insurance Door to door service Air cargo

0
Sea cargo

All

Graph 7.11

Interpretation:- Above graph shows that most of the respondent are aware of the latest innovation
of logistics services.

CHAPTER - VIII
OBSERVATION & FINDINGS

56

OBSERVATION & FINDINGS

Current situation of the business person is to find valuable deals.
Because of MS LOGISTICS the business person are getting very beneficial deals to do
the process of import and export.
Because of less knowledge about logistics sector the business persons are not getting the
profitable deals.
MS LOGISTICS have given them a platform to increase their reach in foreign market.
The service which is required by a businessman is being served by MS LOGISTICS.
MS LOGISTICS is a very safe way to do import and export because of their quality of
their service.
57

 The quality of service is good and it is trustworthy

CHAPTER - IX
58

CONCLUSION

CONCLUSION
After analyzing the finding of the research, I concluded that MS LOGISTICS beats its competitors
as far as customer service and availability in concerned. The maximum number of people who uses
MS LOGISTICS services are satisfied with the services.
MS LOGISTICS has created a very good image on the mind of new users. It has adopted a very
good techniques by providing new services, its also satisfies all its customers by identifying and
solving their problems.

59

CHAPTER - X
SUGGESTION

60

Suggestion

Make advertisement
Open Branch
Customer services
Same time credit facility
Punctuality

61

10.1

REFERENCE

BIBLIOGRAPHY
Books Referred
Marketing Management By Philip kotler and Kevin keller published by
prentice Hall India Pvt Ltd North western University (kotler)
Dartmouth college (keller)
Marketing Management 4th Edition By Dr Rajan Saxena
Published by Tata McGrew hill education private limited
IIM I (Dr Saxena)

62

WEBLIOGRAPHY
Websites Referred

www. Wikipedia.org
www.mslogistics.in

10.2 ANNEXURE
QUESTIONNAIR

A Study of the factor influencing the customer preference

for MS LOGISTIC.

NAME CONTACT NO. :-

Q.1 Area of business?

(a) Clothing
(b) Food and beverage

[ ]
[ ]

(c) Hardware

[ ]

(d) Electronics

[ ]

(e) Automobile

[ ]

(f) Other

[ ]
If other please mention [

63

Q.2 How long are you using import and export services?
(a) Less than 1 year

[ ]

(b) 1-2 years

[ ]

(c) 2-3 years

[ ]

(e) Above 4 years

[ ]

Q.3What are the reasons for using import and export services?
(a) Reliability

[ ]

(b) Safety

[ ]

(c) Customer services

[ ]

(d) Speed

[ ]

(e) Price

[ ]

Q.4For what purpose you avail the services of service provider?

(a) Import

[ ]

(b) Export

[ ]

(c) Both

[ ]

Q.5Which logistic provider you preferred?

(a) MS LOGISTICS
(b) VRL
(c) GIRIKAND

[ ]
[ ]
[ ]
64

(d) LODHA
(e) Other

[ ]
[ ]

Q.6 Please rate, why you like the current logistics partner. You choose above
(Please rate between1-5, Where 1 = least important and 5 is Most
important)
(a) Price

(b)Service quality

(c) Credit facility

(d)Punctuality

(e) Safety & reliability

(f) Brand image

(g)Other

65

Q.7 Do you prefer using same logistic provider for long period?
(a) Yes

[ ]

(b) No

[ ]

Q.8Where did you hear your current logistic provider?

(a) Newspaper

[ ]

(b) Online

[ ]

(c) Outdoor

[ ]

(d) Leaflets

[ ]

(e) Other

[ ]
If other please mention [

Q.9 Are you satisfied with your current logistics provider?

(a) Yes
(b) No

[ ]
[ ]

Q.10Do you face any problem with your logistics provider?

66

(a) Yes
(b) No

[ ]
[ ]

Q.11. Would you like to change any additional services with your logistic
provider?
(a) Yes
(b) No

[ ]
[ ]

Q12. If you get an opportunity to change your logistic provider to whom you
will prefer?
Ans :-

Q13. How much are you willing to pay for logistic services.(please mention
price with respective unit ) ?
Ans :-

Q.14Which following latest innovation of import and export facility are you
aware of?
67

(a) Insurance

[ ]

(b) Door to door service

[ ]

(c) Air cargo

[ ]

(d) Sea cargo

[ ]

(e) All

[ ]

68