CHAPTER-1 INTRODUCTION

1 INTRODUCTON
Feeder vessels is uneconomic for large deep sea container ships to call at multiple small berths /ports to load/discharge a very small number of containers and it is also possible that such a port would be unable to cope with the size of vessels. So as to deal with these difficulties, small feeder container ships were introduced to run between main terminal and local berths or small ports, moving incoming boxes to their eventual destination and fetching back outbound containers. Feedermax containership 900 TEU, 17.5 knots 133m LOA, 9,200 DWT. In that, Relay feeder service occupies containership 500 TEUs. FEEDER SHIPPING AGENCY BUISNESS SYSTEM
IMPORT SERVICE PROFILE TDR from Vessel related applications to Port/Customs Cont / Vessel Arrival notice to Clients Vessel arrival ETB/ETD notice QMS Filing of IGM Sourcing EXPORT File Vessel related Export Documents with Port/Customs Updates to Mktg / Principals on Discharge/ load balance vessel performance Filing of EGM On vessel sailing, confirm final loading Principals TDR to next port / clients / principals / Invoicing

BUSINESS PLAN

Booking

VISION

Slot Allocation

Customer Service notification to clients on vessel ETA/ETB/ETD cut off slot confirmation Allocation of Space to

Vessel Berthing Time, Data Market IntelligenceNotification to Principals Container Discharge

Plan loading

Fig.No.1.a.
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CUSTOMER SERVICE FLOWCHART IN RELAY SHIPPING AGENCY LIMITED

SLOTS BOOKINGS

RATE REQUEST

RATE QUOTE

ALLOCATION OF SLOTS

CONFIRMATION OF SLOTS

LOAD CONFIRMATION

UPDATES REGARDING VESSEL VESSELS

CLARIFICATION OF QUERIES

Fig.No.1.b.

1.1 INDUSTRY PROFILE

The shipping industry transports cargo through designated sea routes. The global shipping industry is regulated by the international maritime organization. The shipping industry is considered to be a catalyst for economic development, as it facilities 90% of the world trade. The top shipping company of the world is APM MAERSK; with TEU capacity of 2,031,886.it has a market share of 15.50%. Classified into, Wet bulk Dry bulk Linears. The Indian shipping industry consists of about 616 ships, with a total capacity of 6.62 million tons Gross Registered Tonnage (GRT). Of these, about 258 ships are engaged in overseas trade and the rest ply inland routes. After a period of decline, both tonnage and fleet size have grown recently, with the addition of ships tugs, survey vessels, towing vessels as well as pilot vessels belonging to ports and maritime boards. These were added between April 2002 and March 2003. There are about 55 shipping companies in the sector, of which 19 deal exclusively in coastal trade, and 29 are engaged in overseas trade A few major players dominate the sector. Of these, the state-owned Shipping Corporation of India (SCI), and the private sector Great Eastern Shipping have mixed fleets. Essar Shipping focuses on the energy trade and mainly operates tankers. Chowgule Shipping and Varun Shipping are two other large companies in the sector. Varun Shipping operates mainly in wet, dry bulk, gas and chemical transport sectors and Chowgule moves bulk cargoes like iron ore, grain, coal, fertilizers, etc.

This report provides an analysis of the Shipping Industry in India. Information provided includes: Analysis of Global Shipbuilding Market Traveling through a ship, in the age of jet speed travel, is very slow, but when it comes to transporting commodities ships take the upper hand. The seaborne trade or maritime industry has always been preferred all over the globe. This is the reason that the maritime industry remains the largest transport sector. Shipping is the base for global trade, as it imports and exports the raw materials and finished goods between countries and continents.

The shipping industry for these reasons is a large industry. This industry involves huge capital, wide workforce and technology. The industry is a balance between all the three. The process of shipbuilding is also lengthy in terms of time taken and there are many other ancillary industries associated with shipbuilding as suppliers.

As most of the global trade is through sea the shipping industry is mainly driven by the global economic growth. GDP growth is the main driving factor for this industry. Over the years the industry has shifted its base from the earlier dominating region Europe to Asia. Even within Asia there has been a tussle to gain the top position where South Korea claimed the top position leaving Japan and China behind, while China has also leaped ahead of Japan to become the second player. Moreover, the positions these countries have gained are not just within the Asian region but are on a global level. This report primarily focuses on the shipbuilding industry. The global size of the industry is discussed, with a focus on the main regional markets in this industry. Apart from giving size of the regional markets, product-wise deliveries and market data is also given, with an emphasis on the container market. Various trends in the industry as well as the drivers for this industry are also discussed. The competitive scenario in the industry is highlighted along with individual profiling of key players of this industry.

Marine Transport in India Shipping industry plays a significant role in the Indian economy as 5% of Indias international trade by volume and 70% by value are seaborne. The fleet strength by the end of December 2007 was 850 vessels with 9.03 million Gross Registered Tonnage (GRT), of which overseas shipping accounted for 90.11% of the total capacity in terms of Gross Tonnage. According to the Planning Commission, Indian Shipping Industrys gross tonnage capacity will be increased up to 15 million GT (As per 3rd target) by the end of Eleventh Five Year Plan (2012) with an estimated investment of Rs. 800 billion. Key Findings and Highlights India has one of the largest merchant shipping fleet among the developing countries and is ranked 20th in the world. The fleet strength by the end of December, 2007 was 850 vessels with 9.03 million Gross Registered Tonnage (GRT) - The coastline of India is punctuated with 12 major ports: Kolkata, Chennai, Cochin, Ennore, Jawaharlal Nehru Port Trust (JNPT), Kandla, Mormugao, Mumbai, New Mangalore, Paradip, - All major ports together have handled total 519.16 million tones of cargo in 2007-08, registering growth of 11.94% as compared to 463.77 million tones during 2006-07. - The Shipping Corporation of India Limited (SCI) is the largest shipping company in India with a significant presence on the global maritime map. It is the countrys premier shipping line owning 79 vessels, with 2.73 million GRT and 4.76 million DWT as on December 31, 2007 and has a share of about 30.2% of the total Indian tonnage. - Indias total cargo traffic by all ports is expected to grow at a CAGR of 10.96% during 2007-08 to 2011-12, out of which non-major ports would grow at a CAGR of 12.58% and major ports would grow at a CAGR of 10.32%.

Reasons to Buy - Provides information on industry structure with reference to global logistics industry, brief on intermediaries, market dynamics and cost structure, growth drivers, major issues and challenges, major players, regulatory issues and outlook.

1.2 COMPANY PROFILE

TRANSWORLD SHIPPING GROUPS:

Our Vision To be a premier organization that offers total shipping solutions, by providing high quality innovative services to its customers and stakeholders and to be the market leader and trend-setter in the Indian Sub-continent, Arabian Gulf and South East Asia region. Our Mission To provide quality and reliable services to our customers at all times To remain committed to excellence To explore and discover new business horizons To provide our people with adequate growth opportunities To achieve each end tempered by quality means To make a constructive contribution to the society at large

Our Values: Trust and Openness Mutual Respect Quality : Transparency in all our dealings : Respecting the dignity of individuals : We are dedicated to customer driven quality, constantly striving to improve our processes and services guided by the Changing needs of the customers Excellence Customer Orientation : We believe in continuously improving upon our own benchmarks : The concerns and needs of the customers are the guiding force behind all our endeavors

Welcome to Orient Express Lines FZCO Orient Express Lines (OEL) was launched in 1983 with a mission to provide a reliable common carrier feeder service. The company initially launched feeder services linking transshipment ports in the UAE with the Indian Sub-Continent. Over the course of time, it has expanded its network and now offers services connecting the Indian Sub-Continent with hub ports at Singapore, Malaysia, Colombo and the Arabian Gulf. Orient Express Lines, which is part of TRANSWORLD GROUP OF COMPANIES, with the international headquarters at Dubai and a regional headquarters at Singapore, is manned by qualified and experienced professionals. OEL currently operates a fleet of 2 owned vessels and 11-chartered vessels. OEL operates 10 services and has space sharing arrangements on all the major feeder corridors covering Arabian Gulf, Indian Sub-Continent and South East Asia. Welcome to Shreyas Shipping and Logistics Ltd. hreyas Shipping and Logistics is India's first and only container feeder owning and operating company. Shreyas started is operations in 1993, and began primarily to fill the gap for feedering of containers between Indian ports and internationally renowned transshipment ports such as Dubai, Khorfakkan, Jebel Ali, Colombo and Singapore. Shreyas used its accumulated experience in operating feeder services to pioneer coastal transshipment services within India thereby connecting Indian ports to each other for the purposes of relaying containerized cargo. This service provided crucial links between Indian ports and assisted transshipment of cargo over Indian ports. Shreyas is always looking for new areas of business and is now looking at Greenfield ventures in the areas of Mid-size parcel and domestic logistics.

Welcome to Shreyas Shipping and Logistics Ltd. Shreyas Shipping and Logistics is India's first and only container feeder owning and operating company. Shreyas started is operations in 1993, and began primarily to fill the gap for feedering of containers between Indian ports and internationally renowned transshipment ports such as Dubai, Khorfakkan, Jebel Ali, Colombo and Singapore. Shreyas used its accumulated experience in operating feeder services to pioneer coastal transshipment services within India thereby connecting Indian ports to each other for the purposes of relaying containerized cargo. This service provided crucial links between Indian ports and assisted transshipment of cargo over Indian ports. Shreyas is always looking for new areas of business and is now looking at Greenfield ventures in the areas of Mid-size parcel and domestic logistics. Welcome to Relay Shipping Agency Ltd. Relay Shipping Agency is established in 1983, which is the part of Transworld Group of Companies. To be a premier organization, which offers total shipping solutions by providing high quality innovative services to its customers Relay Shipping is one of the leading agencies for Orient Express Lines (OEL) and Shreyas Shipping and Logistics Limited. One of the well established Agency House in India Dedicated and Well Experienced Professionals Excellent Relations with Port / Customs Authorities

Common Feeder Services Relay Shipping is the agent of OEL & Shreyas Shipping & Logistics Ltd. Trade serves by Relay Shipping Agency Ltd. Ex NSV/Kandla/Mundra Ex NSV Gulf/Upper Gulf & V.V Colombo/Port Kelang/Singapore/Chittagong & V.V

Ex Cochin/Tuticorin Ex Mundra Ex Pipavav Kolkata/Haldia Chennai

Colombo/Manglore/Karachi/Mundra & V.V Cochin/Tuticorin/Karachi Kandla & V.V Colombo/Port Kelang/Singapore & V.V Colombo/Chittagong & V.V

Tanker / Break bulk vessel handling Apart from Feeder vessel handling, Relay shipping also handled Tanker & break bulk vessel. Below are the principals Transimpex Ltd. Deep Sea Logistic TLPL Shipping M/s. M Dinshaw & Co. Pvt. Ltd.

Other Services Liaison with MLO's and NVOCC's as Common Feeder carrier Liaison between Shippers and Consignee Coordination with Port and Customs Authorities Stevedoring Services Custom Clearance and Delivery of Ship Spare Parts Procurement of local stores & spares Fresh Water Supply Launch / Tug / Underwater survey services
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Arranging technical & running repairs Crew Change Arrangements Bunkering Services Supervising Local Vendor Contracts Ad-hoc Marine Superintendent services Arranging vessel conversion & reversion

Achievements Handled a total of 821 vessel calls in 2008-2009 at various Indian ports with total volumes of 4,69,498 TEUs handled In 2009-10 handled 624 vessels at various Indian ports with total volumes of 4,77,854 TEUs Highest number of vessels handled at JNPT Shallow Berth during 2005-06, 2007-08, 2008-09

Number of Container Vessels Handled

Various Indian Ports 2008-09 2009-10

Nhava Sheva / Mumbai Kandla Mundra Cochin Chennai Tuticorin Kolkata / Haldia Pipavav New Mangalore

56 148 101 142 38 82 122 108 24

46 110 115 111 11 53 55 91 32

1.3 STATEMENT OF THE PROBLEM

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As you know its difficult to survive in this competitive world with out proper knowledge about our competitors and service to our customers satisfaction. It may not be with word mouth but an action speaks. It must be as win-win process of the company and the customers. The customer satisfaction level towards Relay shipping is not increasing these days, this is because of increase in competitors and also it may be because of lack of marketing or lack of concentration. Initially there was in between 80 to 90 customers last five years and now at present it is reduced to 70 customers. And this may leads to chance of customers migrating to other feeder service companies. So it would be appropriate to identify the customer satisfaction and their requirements to retain the customers towards the Relay feeder service. And also this will helps to increase profit of the company. It would be better if the company understand what it a customer perceives its services. So if the company rectifies problem in the service it helps to increase the customer satisfaction level and also helps to increase the profit of the company.

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1.4 OBJECTIVES OF THE STUDY

PRIMARY OBJECTIVES:

To analyze the customer satisfaction in feeder service.

SECONDARY OBJECTIVE: To identify the customers expectations. To identify the important parameters for customers retention. To compare the services with the competitors. To suggest measures to retain customers. To prepare SWOT analysis chart.

1.5 SCOPE OF THE STUDY

Customer satisfaction towards feeder service. Expectation of the customers will be the final result. It will result in strategies to increase sales. It will result in the creation of big success in the feeder.

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1.6 LIMITATIONS OF THE STUDY

There is long delay in receiving questionnaires dully filled in. Since the questionnaire is inelastic. Asking supplementary question is not possible. Some of the respondents did not respond to open-ended questions.

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CHAPTER-2 LITERATURE SURVEY

15

2.1 REVIEW OF LITERATURE

SCUDDER AND HILL (1998): A number of studies or feeder service has been reported in the operation research literature .traditional relies heavily on mathematical modeling in the feeder service. Never the less it can be useful to develop empirical studies and theories to address operation management issue and to predict the adoption of good practices in the shipping industry. Hanjin Shipping (2000), (President CEO J.W. Park/ www.hanjin.com) launches a dedicated feeder service between Korea and China from June 15. This new feeder service, called KTD (Korea Tianjin-Dalian Service), will deploy Hanjin Shippings one vessel of 430 TEUs, calling at Busan, Gwangyang, Xianggang, Dalian, and Busan once a week. Hanjin Shipping expects that this dedicated feeder service, added to the existing Korea-China dedicated feeder service KTS (Korea Tianjin Service), will strengthen transshipment service from Northern China to the Americas and save logistics costs. In particular, the launch of this dedicated feeder service is expected to address the shortage of space, during the peak season, departing from Northern China such as Dalian and Xiang-gang, where the container shipments are gradually increasing Shipyard launching ceremony was grandly held in Lvshun, Dalian. Dalian, China - With nearly 10 billion RMB investments, Dalian COSCO shipyard project will facilitate 2.4million tonnage ship-building capacity annually, gradually reaching 3million tonnage in its long term planning. The official commencement signified COSCO Group's implementation to the national policy for upgrading heavy industries and shows support to Liaoning province for its high-class shipbuilding industry. Dalian COSCO shipyard, under dedicated supports by local authorities, all related parties, will become a promising component in COSCO ship-building business, significantly contributing to local economy development. Y.H.V.LUN,K.H.LAI AND T. C.CHENG(2004): Evaluates the container shipping industry, it is imperative to identify the factor that influence the capacity of the industry, explain how these factor effect the container shipping market, and empirically test their relationship grounded in a sound theoretical frame work.thischapter presents such a study

16

built on industrial organization paradigm that industry strategies determines the conduct of firms, whose joint conduct them to determines the collective performance of the firm in market place. In this we interpret a firm conduct as it original choice on key decision variables such as capacity. On what basis we identify the factor that affect total fleet size and develop an empirical model of container shipping to explain the relationship among these factors and evaluates their effect on the container shipping market. RYAN920040(2005): when demand for shipping capacity in uncertain and significant loads times exist for adding capacity managers of shipping firms must carefully consider their capacity decision .how ever postponing the increase of shipping capacity can lead to the risk of shipping firm having capacity storage when shipping demand expected to grow.

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CHAPTER-3 RESEARCH METHODOLOGY

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1.6 RESEARCH METHODOLOGY

3.1 RESEARCH DESIGN: The study is based on descriptive research design. This descriptive research was used to get some available techniques and study the drawbacks and this will help to over come the problem occurring in the feeder service. SAMPLING DESIGN: STUDY POPULATION: The study population was Conducted in Chennai to the liners because they are the Customers providing TEUs or laden. There are totally 70 respondents. SAMPLE SIZE: 70. The data has been collected from 70 respondents. The sampling technique used is census. 3.2 METHOD OF DATA COLLECTION: The primary and secondary data were collected by the researcher for the study. PRIMARY DATA: It is mainly collected through the questionnaire instrument. QUESTIONNAIRE METHOD: The questionnaire method was used to collect primary data. In this research work I adopted mailed questionnaire method and this method consisting of a list of questions pertaining to the enquiry prepared. There are blank spaces for answer .The questionnaire is sent to the respondents, who are expected to write the answers in the blanks spaces. Covering letter is also sent along with the questionnaire, requesting the respondents to extend their cooperation by giving the correct replies and returning the questionnaire duly filled in time. To

19

get quick and better response, the postage expense is borne by the investigator, by sending a self addressed and stamped envelope. SECONDARY DATA: It is collected or gathered second hand information like organization websites, articles etc. 3.3 TOOLS FOR ANALYSIS: The analysis is done with the percentage analysis, chi-square test and paired sample t-test. Data classification has been chosen because the method provides accurate result and chi-square test is done to find the association between two variables or factors.

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CHAPTER-4 DATA ANALYSIS AND INTERPRETATION

21

CHAPTER 2 2 DATA ANALYSIS AND INTERPRETATION

Data analysis and interpretation involves: Looking for patterns in what was said. Putting together what people says at different times. Putting together similar things said by different people.

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PERCENTAGE ANALYSIS
Table No.4.1.1 CUSTOMER TYPE Customer Type Top customer Medium customer Small customer Total No. of respondents 22 28 20 70 Chart No.4.1.1 CUSTOMER TYPE Percent 31 40 29 100

Fig.No.4.1.1 INTERPRETATION: It is inferred that 40% of respondents are medium customer(exporting medium weight and TEUs to Colombo),31% are top customer(exporting more weight and TEUs) and 29% are small customer(exporting less weight and TEUs) .It shows that the medium customer are more in total percentage. Table No.4.1.2 YEAR OF ASSOCIATION

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Association Only 1 month 0-3 Month 3-6 Month 6-12 Month 1 Year and Above Total

No. of respondents 8 12 13 15 22 70

Percent 11 17 19 21 32 100

Chart No.4.1.2 YEAR OF ASSOCIATION

Fig.No.4.1.2

INTERPRETATION: It is inferred that the 32% of the respondents are associate one year and above with our company and 21% of the respondents associate in between 6 to 12 months. It shows that associations with one year and above respondents are more in the total percentage. Table No.4.1.3 PRIORITY CARRIER

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Priority OEL ST.JOHNS BTL XCL FARSHIPPING Total

No. of Respondent 27 15 10 13 5 70

percent 39 21 14 19 O7 100

Chart No.4.1.3 PRIORITY CARRIER

Fig.No.4.1.3 INTERPRETATION: It has been inferred that the 39% of the respondents are priority to OEL and 21% of the respondents are priority to ST.JHONS.It shows the respondents are mostly priority to OEL and ST.JOHNS is one of the major competitor to OEL.

Table No.4.1.4 EQUIPMENTS TYPE Type of equipments 20 feet dry van No. of Respondent 20 percent 29

25

40 feet dry van 20 feet high cube 40 feet high cube Reefer boxes Others Total

11 16 15 03 05 70

16 23 21 4 7 100

Chart No.4.1.4 EQUIPMENTS TYPES

Fig.No.4.1.4 INTERPRETATION: It is inferred that 29% of the respondents are using 20 feet dry van and 23% of the respondents are using 20 feet high cube. It shows that more respondents are using 20 feet dry van.

Table No.4.1.5 AVERAGE WEIGHT/TONS Average weight/tons <5.0 tons In between 5.0 to 10.0 tons In between 10.0 to 15.0 tons In between 15.0 to 20.0 tons >20.0 tons Total No. of respondents 20 12 16 18 04 70
26

Percent 29 17 23 26 5 100

Table No.4.1.5 AVERAGE WEIGHT/TONS

Fig.No.4.1.5 INTERPRETATION: It has been inferred that 40% 0f the respondents (medium customer) are exporting in between 5 to 15 tons and 31% of the respondents are exporting in between 15 to above and 29% of the respondents(top) are exporting less than 5 tons. It shows that top customer are exporting more tons or weight to Colombo.

Table No.4.1.6 APPROXIATE TEUs Approximate TEUs <50 TEUs Between 50 to 150 TEUs Between 150 to 250 TEUs Between 250 to 350 TEUs >350 to 500 TEUs Total No. of respondents 20 18 10 18 4 70 Percent 29 26 14 26 5 100

Chart No.4.1.6 APPROXIATE TEUs

27

Fig.No.4.1.6 INTERPRETATION: It has been inferred that 40% of the respondents (medium customer) are carrying in between 50 t0 250and 31% of the respondents are carrying in between 350 t0 500 (top customer).It shows that top customer are carrying more TEUs to Colombo.

Table No.4.1.7 SLOT RATE Expected slot rate 70 $US 70 - 100 $US 100 - 130 $US 130 - 160 $US Above 160 $US Total No. of respondents 28 15 11 9 9 70 Chart No.4.1.7 SLOT RATE percent 40 29 17 9 5 100

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Fig.No.4.1.7 INTERPRETATION: It is inferred that 40% of the respondents are expecting that slot rate should 70 US$ and 29% of the respondents are expecting that slot rate should be in between 70 to 100 US$. It shows that slot rate is one of the major parameter for customer retention.

Table No.4.1.8 IMCOSURCHARGE PRICE Imco surcharge price 20 $US 20 - 40 $US 40 - 60 $US 60 - 80 $US 80 US$ and above 80 US$ and above No. of respondents 30 22 8 5 5 70 Percent 43 31 11 5 5 100

Chart No.4.1.8 IMCOSURCHARGE PRICE

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Fig.No.4.1.8 INTERPRETATION: It is inferred that 43% of the respondents are expecting that price imco surcharge should 20 US$ and 29% of the respondents are expecting that slot rate should be in between 20 to 40 US$. It shows that price of imco surcharge is also one of the major parameter for customer retention.

Table No.4.1.9 VESSEL POSITION UPDATED Vessel position updated Phone E-Mail Letter Fax Help Desk Total No. of respondents 18 42 4 3 3 70 Percent 26 60 6 4 4 100

Chart No.4.1.9 VESSEL POSITION UPDATED

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Fig.No.4.1.9 INTERPRETATION: It is inferred that 60% of the respondents are said vessel position are updated through e-mail and 26% of the respondents are said vessel position updated through phone. It shows that vessel position through mail and phone is also a major parameter for customer retention. Table No.4.1.10 GATE OPENING /CUT-OFF Gate opening/cut-off through Phone E-Mail Letter Fax Help Desk Total No. of respondents 18 42 4 3 3 70 Percent 26 60 6 4 4 100

Chart No.4.1.10 GATE OPENING /CUT-OFF

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Fig.No.4.1.10 INTERPRETATION: It is inferred that 60% of the respondents are said gate opening\cut- off period are updated through e-mail and 26% of the respondents are said gate opening\cut- off period updated through phone. It shows that gate opening\cut- off period is the important parameter is for customer retention. Table No.4.1.11 FEEDER SERVICE SELECTION Basis you our feeder service Reliability faster Service Price Responsiveness Good customer service through phone and mails Total No. of respondents 26 6 10 8 20 70 Percent 37 9 14 11 28 100

Chart No.4.1.11 FEEDER SERVICE SELECTION

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Fig.No.4.1.11 INTERPRETATION: It is inferred that 37% of the respondents are selected our feeder service for reliability and 28% of the respondents are selected our feeder service for good customer service through phone and mail. It shows that most of the respondents selected our feeder service for reliability and good customer service. Table No.4.1.12 MARKETING VISIT Marketing visit Satisfied Very satisfied Dissatisfied Very Dissatisfied None Total No. of respondents 25 08 18 10 09 70 Percent 36 11 26 14 13 100

Chart No.4.1.12 MARKETING VISIT

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Fig.No.4.1.12 INTERPRETATION: It has been inferred that 36% of the respondents said marketing visit made our marketing made by marketing executive and 26% of the respondents said dissatisfied. It shows marketing visit is also one the major factor for customer retention.

Table No.4.1.13 FREQUENCY OF SALES Frequency of sales Once in a month Twice in a month Dont need Total No. of respondents 30 22 18 70 Percent 43 31 26 100

Chart No.4.1.13 FREQUENCY OF SALES

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Fig.No.4.1.13

INTERPRETATION: It is inferred that 56% of the respondents need frequency of sales visit twice in a month and 41% of the respondents need once in a month. It shows that frequency of sales visit is also one of the important parameter for customer retention because of the respondents asks twice in a month. Table No.4.1.14 SERVICE IMPRVOED Service needs to be improved Increase Decrease Remain Same Partially increase Dont know Total No. of respondents 26 04 22 10 08 70 Percent 37 06 31 14 12 100

Chart No.4.1.14 SERVICE IMPRVOED

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Fig No.4.1.14 INTERPRETATION: It is inferred that 37% of respondents said over next 12 months service needs to be improved and 31% of the respondents said over next 12 months service needs to be improved. It shows that many of the respondents said service needs to be improved over next 12 months. Table No.4.1.15 KIND OF SERVICE Kind of service End to end services way-port service Pendulum service Round the world service Butterfly service Total No. of respondents 15 12 10 25 8 70 Percent 21 18 14 36 11 100

Chart No.4.1.15 KIND OF SERVICE

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Fig.No.4.1.15 INTERPRETATION: It is inferred that 36% of the respondents needs round the service and 21% of the respondents need end to end service. It shows many respondents needs round the world service.

Table No.4.1.16 OTHER PORTS Other port Upper gulf Port klang Penang Laem chabang Others Total No. of respondents 32 16 10 10 02 70 Percent 46 23 14 14 3 100

Chart No.4.1.16 OTHER PORTS

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Fig.No.4.1.16 INTERPRETION: It is inferred that 46% of the respondents require our service to upper gulf and 23% of the respondents require our service to port klang.it shows that service to the will surely make the impact for the customer retention.

Table No.4.1.17 OTHER FEEDER SERVICES Services Pacific International Line Regional Container Line Samudera XPRESS Container Line Bengal Tiger Line Total No. of respondents 10 8 9 21 22 70 Percent 14 12 13 30 31 100

Chart No.4.1.17 OTHER FEEDER SERVICES

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Fig.No.4.1.17 INTERPRETATION: It is inferred that 31% of the respondents are aware of Bengal tiger line30% of the respondents are aware of xpress container line. It shows that most of respondents are aware xpress and Bengal tiger line.

Table No.4.1.18 FEEDER SERVICE RANKING Feeder service OEL ST.JOHNS FAR SHIPPING BENGAL TIGER LINE GFL Total No. of respondents 22 18 12 08 10 70 Percent 31 26 18 11 14 100

Chart No.4.1.18 FEEDER SERVICE RANKING

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Percentage 120 100 80 60 40 20

IN LI N S

Percentage

0
L O E

.J O H N

G F

IP

IG E

S H

E N

G A

Fig.No.4.1.18 INTERPRETATION: It is inferred that 31% of the respondents expectations fulfill by OEL which ranks first and 26% of the respondents expectation fulfill by ST.JOHNS which ranks second. Based upon their overall expectation they selected the particular feeder service.

Table No.4.1.19 OEL SERVICE Service Slot rate Transit time Customer service Slot availability Port served Total No. of respondents 15 10 15 25 5 70 Percent 21 14 21 37 7 100

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T O

Chart No.4.1.19 OEL SERVICE

Fig.No.4.1.19 INTERPRETATON: It is inferred that 37% of the respondents ranks slot availability and 21% of the respondents ranks second for slot rate and customer service. It shows that even though slot availability ranks first, if the company increases more slots this will leads to customer retention while compared with competitors.

Table No.4.1.20 ST.JHONS SERVICE Service Slot rate Transit time Customer service Slot availability Port served Total No. of respondents 13 10 09 28 10 70 Percent 19 14 13 40 14 100

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Chart No.4.1.20 ST.JHONS SERVICE

Fig.No.4.1.20 INTERPRETATON: It is inferred that 40% of the respondents ranks first for slot availability and 19% of the respondents ranks for slot rate. It shows that slot availability is the major concern for ST.JHONS. Table No.4.1.21 XPRESS CONTAINER LINE Service Slot rate Transit time Customer service Slot availability Port served Total No. of respondents 26 13 10 10 11 70 Percent 37 19 14 14 16 100

Chart No.4.1.21 XPRESS CONTAINER LINE

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Fig.No.4.1.21 INTERPRETATON: It is inferred that 37% of the respondents ranks first for slot rate and 19% for transit time. It shows that respondents rank first for slot rate for xpress container line with the competitors.

Table No.4.1.22 FAR SHIPPING SERVICE Service Slot rate Transit time Customer service Slot availability Port served Total No. of respondents 13 14 16 20 07 70 Percent 19 20 22 29 10 100

Chart No.4.1.22 FAR SHIPPING SERVICE

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Fig.No.4.1.22 INTERPRETATON: It is that inferred that 29% of the respondents rank first for slot availability and 22% of the respondents ranks second for customer service. It shows that slot availability and customer is major factor for far shipping.

Table No.4.1.23 BENGAL TIGER LINE SERVICE Service Slot rate Transit time Customer service Slot availability Port served Total No. of respondents 14 12 09 26 09 70 Percent 20 17 13 37 13 100

Chart No.4.1.23 BENGAL TIGER LINE SERVICE

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Fig.No.4.1.23 INTERPRETATON: It is inferred that 37% of the respondents ranks first for slot availability and 13% of the respondents rank second for slot rate. It shows that slot availability is the major factor for Bengal tiger line.

Table No.4.1.24 RATE OUR SERVICE Rate our service Good Excellent Fair Average Poor Total No. of respondents 27 12 07 21 03 70 percent 39 17 10 30 4 100

Chart No.4.1.24 RATE OUR SERVICE

45

Fig.No.4.1.24 INTERPRETATON: It is inferred that 39% of the rate our service good and 30% of the respondents rate our service average. It shows that our service is little bit better than others.

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STATISTICAL ANALYSIS
CHI-SQUARE TEST: Table No.4.2.1 TYPE OF CUSTOMER AND FREQUECY OF SALES VISIT frequency of sales once in a twice in a month month dont need what type of customers top customer medium customer small customer Total Chi-Square Test: Value 87.516(a) 90.069 41.779 70 Degrees of freedom 4 4 1 Asymp. Sig. (2sided) .000 .000 .000 18 7 4 29 2 20 15 39 2 1 1 2 Total

22 28 18 70

Pearson Chi-Square Likelihood Ratio Linear-by-Linear Association N of Valid Cases

HYPOTHESIS: H0: There is no association between type of customer and frequency of sales visit. H1: There is association between type of customer and frequency of sales visit. INTERPRETATON: It is inferred that the calculated value is less than table value 0.5.Therefore H0 is accepted there is no association between customer type and frequency of sales visit. Because the customer type decides the frequency of sales visit by our marketing executive to increase their sales and to retain customers.

47

Paired sample T-Test:

Table No.4.2.2 Paired Samples Test Sig. (2taile d)

Mean Pair 1 overall satisfaction before one year overall satisfaction present year

Paired Differences Std. 95% Confidence Std. Error Interval of the Deviation Mean Difference Lower Upper

df

4.29

20.926

2.501

-.70

9.28

1.714

69

.091

HYPOTHESIS: H0: There is no significant difference between over all satisfaction before one year and present year. H1: There is a significant difference between over all satisfaction before one year and present year. INTERPRETATON: It is inferred that the calculated value is less than the table value 1.714.Therefore H0 is accepted there is no significant difference in customer satisfaction level before one year and in the present year.

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SWOT ANALYSIS
Fig.No.4.3.1
STRENGTHS: Box Service Base support Service Reliability Group image In house Line Ideal Vessel Understandable Principal Office Proven Track THREAT: Losing their captive supporters Scope for more Mainline Service Mlos targeting GFL tied up with St.johns Lost support from YML More mainline operators WEEKNESS: Losing their advantage Downsizing of swap with APL on Nhava Restriction on loading of DG cargo Absence of their own tonnage Lack of consortium

OPPORTUNITY: To tie up with smile Chennai-Chittagong proposal Scope to increase Mid-Week Vsl call

49

STRENGTHS: BOX service BTL / OEL / SEA CONSORTIUM Base support CCA with major carriers Service reliability Group image In house line forms base support Ideal vessel / tonnage Understandable principle office Proven track record

WEEKNESS:

Losing their market share to st. Johns due to carting advantage and early sailing at Chennai.

Due to downsizing of swap with APL on nhava sin leg, their share of volume being curtailed at che cho leg.

Restriction on loading of dg cargoes Absence of their own tonnage. Lack of consortium ground rules / lack of transparency.

OPPORTUNITY:

To tie up with smile / halal express service. Chennai chittagong proposal to be revisited Scope to increase in market share APL / nyk / hll.

50

Mid week vsl call

THREAT:

Losing their captive supporters cargoes to direct mainline. Scope for more mainline service to dip into Chennai. New entrants might grab market share through aggressive pricing. Mlos targeting nvoccs Gfl tied up with st. Johns, whereby we expect further rate war among all the feeder operators.

Lost support of yml / whl / csav / zim based on the tender / recent negotiations More mainline operators omitting Colombo call. Competition from new entrants could set the plat form for rate war. More mlos not willing to negotiate feeder freight instead opt for tender process.

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CHAPTER-5 SUMMARY OF FINDINGS AND SUGGESTIONS

52

5.1 FINDINGS

Forty per cent of respondents are medium customer, Thirty One per cent are top customer and Twenty Nine per cent are small customer .it shows tat the medium are more in total respondents.

Thirty Two per cent of the respondents are one year and above and Twenty One per cent are association in between 6 to 12 months .it shows association with one year and above respondents are more than the other.

Thirty Nine per cent of the respondents are priority to OEL and Twenty One per cent of the respondents are priority to ST.JHONS. It shows the respondents are mostly priority to OEL and ST.JOHNS is one of the major competitors to OEL.

Twenty Nine per cent of the respondents are using 20 feet dry van and Twenty Three per cent of the respondents are using 20 feet high cube. It shows that more respondents are using 20 feet dry van.

Forty per cent 0f the respondents (medium customer) are exporting in between 5 to 15 tons and Thirty One per cent of the respondents are exporting in between 15 to above and Twenty Nine per cent of the respondents(top customer) are exporting less than 5 tons. It shows that top customer are exporting more tons or weight.

Forty per cent of the respondents are expecting that slot rate should 70 US$ and Twenty Nine per cent of the respondents are expecting that slot rate should be in between 70 to 100 US$.It shows that slot rate is one of the major factor for customer retention.

Forty Three per cent of the respondents are expecting that price of imco surcharge should 20 US$ and Twenty Nine per cent of the respondents are expecting that slot rate should be in between 20 to 40 US$. It shows that price of imco surcharges is also one of the major factor for customer retention.

Sixty per cent of the respondents are said vessel positions are updated through e-mail and Twenty Six per cent of the respondents are said vessel position updated through phone. It shows that vessel position through mail is the best one for the customers.
53

Sixty per cent of the respondents are said gate opening\cut- off period are updated through e-mail and Twenty Six per cent of the respondents are said gate opening\cutoff period updated through phone. It shows that gate opening\cut- off period through mail is the best one for the customers.

Thirty Seven per cent of the respondents are selected our feeder service for reliability and Twenty Eight per cent of the respondents are selected our feeder service for good customer service through phone and mail. It shows that most of the respondents our feeder service for reliability and good customer service.

Forty Three per cent of the respondents need frequency of sales visit once in the months and Thirty One per cent of the respondents need twice in a months .it shows that frequency of sales visit is also one of the major factors for customer retention.

Thirty Seven per cent of respondents said over next 12 months service needs to be improved and Thirty One per cent of the respondents said over next 12 months service needs to be improved. It shows that many of the respondents said service needs to be improved over next 12 months.

Thirty Six per cent of the respondents needs round the service and Twenty One per cent of the respondents need end to end service. It shows many respondents needs round the world service.

Forty Six per cent of the respondents require our service to upper gulf and Twenty Three per cent of the respondents require our service to port klang. It shows that service to the will surely make the impact for the customer retention.

Thirty One per cent of the respondents are aware of Bengal tiger line Thirty per cent of the respondents are aware of express container line. It shows that most of respondents are aware xpress and Bengal tiger line.

Thirty One per cent of the respondents expectations fulfill by OEL which ranks first and Twenty Six per cent of the respondents expectation fulfill by ST.JOHNS which ranks second. Based upon their overall expectation they selected the particular feeder service.
54

Thirty Seven per cent of the respondents ranks slot availability and Twenty One per cent of the respondents ranks second for slot rate and customer service. Its shows that even though slot availibity ranks first, if the company increases more slot this will leads to customer retention while compared with competitors.

Forty per cent of the respondents rank first for slot availability and Nineteen per cent of the respondents ranks for slot rate. It shows that slot availability is the major concern for ST.JHONS.

Thirty Seven per cent of the respondents rank first for slot rate and Nineteen per cent for transit time. It shows that respondents rank first for slot rate for xpress container line with the competitors.

Twenty Nine per cent of the respondents rank first for slot availability and Twenty Two per cent of the respondents ranks second for customer service. It shows that slot availability and customer is major factor for FAR shipping.

Thirty Seven per cent of the respondents ranks first for slot availability and Thirteen per cent of the respondents rank second for slot rate. It shows that slot availability is the major factor for Bengal tiger line.

Thirty Nine per cent of the rate our service good and thirty per cent of the respondents rate our service average. It shows that our service is little bit better than others. Thirty Nine per cent of the rate our service good and Thirty per cent of the respondents rate our service average. It shows that our service is little bit better than others.

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5.2 SUGGESTIONS
If the slot availability increases 500 to 700 then the medium and small customer can also accommodate more TEUs and can export average weight of TEUs per month to Colombo in order to increase sales and to retain customers.

The price of the slot has to be more competitive or economical that is 70US$ what the customers expects in order to satisfy them and also to retain them. So slot rate is one of the major concern for the customers satisfaction towards relay services.

The IMCO SURCHARGES PRICE has to be compatible that is 20US$ what customer expects in order to retain them and satisfy them.

The vessel position and gate opening /cut off is to be informed not only in mail but also through phone also so that the customers will not forget to keep their TEUs or container in the yard at correct time.

Frequency of sales visit require once or twice in a month in order to increase the sales for the company. Sales visit makes the well interaction between the customers and the Company which helps to increase customer satisfaction level.

Service to the other ports will also make a positive advantage for customer satisfaction towards the competitors. And this will make the customers not to migrate other feeder service company.

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5.3 CONCLUSION

Even though Relay being a premier organization, which offers total shipping solutions by providing better services to its customers. Customers satisfaction level is not at all increasing it may be because of increase in competitors and also it may be because of lack of marketing or lack of concentration. This may lead to customers migrate to the other feeder service. Thus the study concludes that if the availability of slot increases in the feeder vessel, the maximum number of medium and small customers can exist in the same feeder service by exporting more TEUs to Colombo. By updating the vessel position and gate opening and cut-off period through correct means will make the positive advantage to RELAY feeder service. The competitive and economical price of the slot, compatible imco surcharges price, service to the other ports and frequency of sales visit by marketing executive will definitely makes RELAY FEEDER SHIPPING SERVICE as a number 1 feeder service with the competitors and also it will helps to increase in the customer satisfaction and retain the customers .This will help them to increase profit of the company.

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APPENDIX QUESTIONNAIRE
A STUDY ON CUSTOMER SATISFACTION IN FEEDER SERVICE WITH REFERENCE TO RELAY SHIPPING LTD. (Please choose your option wherever necessary).

1. Name of the company............................................................................................ 2. Designation of the respondent................................................................................ 3. Year of establishment of business........................................................................... 4. What type of customer are you to us? o Top customer. o Medium customer. o Small customer. 5. What is your association with our line? o Only 1 month .
o o o o

0-3 months. 3-6 months. 6-12 months. 1 Year and above.

6. Whose is your priority carrier?

o o o o o

OEL. ST.JOHNS. BTL. XCL. FAR SHIPPING.

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7. What type of equipments you use?

o o o o o

20 feet dry van. 40 feet dry van. 20 feet high cube. 40 feet high cube. Reefer boxes.

o Others _____________ 8. What is the average weight of TEUs exported per month to COLOMBO on our account? o <5.0 tons. o In between 5.0 to 10.0 tons. o In between 10.0 to 15.0 tons. o In between 15.0 to 20.0 tons. o >20.0 tons. 9. What is the approximate TEUs (laden) per month to Colombo? o <50 TEUs. o Between 50 to 150 TEUs. o Between 150 to 250 TEUs . o Between 250 to 350 TEUs. o Between 350 to 500 TEUs. 10. Your expected slot rate for laden? o 70 $US. o 70 100 $US. o 100 130 $US. o 130 160 $US. o Above 160 $US. 11. How much price would you able to pay as a IMCO SURCHARGES? o 20 US$. o 20 40 US $. o 40 60 US $. o 60 80 US $. o 80 US $ and above. 12. By what means vessel position are updated by our company? o Phone. o E-mail.

59

o o o

Letter. Fax. Help Desk.

13. By what means gate opening / cut-off is informed to you by our company?
o o o o o

Phone. E-mail. Letter. Fax. Courier.

60

14. On which basis you selected our feeder service?

o o o o o

Reliability. Faster service. Price. Responsiveness. Good customer service through phone and mails.

15. Are you satisfied with number of visits made by our marketing executive?
o o o o o

1 Satisfied. 2 Very satisfied. 3 Dissatisfied. 4 Very Dissatisfied. 5 None.

16. What is the frequency of sales you require from our marketing executive?
o o o

Once in a month . Twice in a month . Dont need.

17. Over the next 12 months do you expect that service needs to be improved?
o Increase . o Decrease. o Remain same. o Partially increase.

61

o Dont know.

18. What kind of service do you expect from our company?

o

End to end service.

o Way-port service. o Pendulum service. o Round the world service. o Butterfly service.

19. What are the other ports you require our service?
o

Upper gulf.

o Port klang
o

Penang.

o Laem chabang o Others...........................................................

20. What are the other feeder services you are aware?
o o o o o

PACIFIC INTERNATIONAL LINE. REGINOL CONTAINER LINE. SAMUDERA. XPRESS CONTAINER LINE. BENGAL TIGER LINE.

21. Please rank the following feeder service companies based on your overall

62

Expectations? 1-Very highest 2-Highest 3-Moderate 4-Lowest 5-Very lowest

OEL RANK

ST.JOHNS

FAR SHIPPING

BENGAL TIGER LINE

GFL

22. Rank the service as following with the competitor?

EXPRESS OEL ST. JOHNS COTAINER LINE Slot rate Transit time Customer service Slot availability Port served

FAR SHIPPING

BENGAL TIGER LINE

23. Kindly rate our service as following?

o Good. o Excellent. o Fair. o Average. o Poor.

63

24.(a)Give your overall satisfaction score, before one year in percentage o Maximum 100%-Minimum 0%.

(b) Give your present overall satisfaction score in percentage o Maximum 100%-Minimum 0%.

64

APPENDIX
Container Specifications: 20' Standard Steel Container 20' Standard Steel Containers are closed weather-tight containers suitable for carriage of general cargo/merchandise. Balaji Shipping Line operates a fleet of 20' steel containers having a payload capacity upto 28,295 kgs making them suitable for heavy weight cargo. Cargo can be easily secured with lashing bars & bull rings.

Description
Cubic Capacity Payload Weight Tare Weight Max Gross Weight Internal ( L x W x H ) External ( L x W x H ) Door Opening ( W x H )

Metric
33.200 cubic meters 21,890 kgs to 28295 kgs 2165 kgs to 2185 kgs 24055 kgs to 30,480 kgs 5,898 mm x 2,438 mm x 2,395 mm 6,058 mm x 2,438 mm x 2,591 mm 2,340 mm x 2,280 mm

40' Standard Steel Container 40' Standard Steel Containers are closed weather-tight containers suitable for carriage of general cargo/merchandise.
Description
Cubic Capacity Payload Weight Tare Weight Max Gross Weight Internal ( L x W x H ) External ( L x W x H )

Metric
67.8 cubic meters 26,740 kgs 3740 kgs 30,480 kgs 12,032 mm x 2,353 mm x 2,393 mm 12,192 mm x 2,438 mm x 2,591 mm

Door Opening ( W x H ) 2,340 mm x 2,280 mm

65

40' High Cube Container 40' High Cube containers are suitable for carriage of all general cargo just like the 40' standard containers. These containers are an extra feet in height making them ideal for light, voluminous cargo or bulky cargo.
Description
Cubic Capacity Payload Weight Tare Weight Max Gross Weight Internal ( L x W x H ) External ( L x W x H ) 28,610 kgs 3890 kgs 32,500 kgs 12,031 mm x 2,352 mm x 2,700 mm 12,192 mm x 2,438 mm x 2,896 mm

Metric
76.4 cubic meters

Door Opening ( W x H ) 2,340 mm x 2,585 mm

40' High Cube Reefer Container Balaji Shipping operates a young & advanced fleet of 40' High Cube Reefer containers which are suitable for carriage cargo which requires protection from heat/cold & temperature control. These types of containers are mostly utilized for carriage of food stuff, milk

66

products, poultry products, pharmaceuticals etc. The consignments are generally carried a set temperature as per the requirements of the customers or as required for the commodity.
Description
Cubic Capacity Payload Weight Tare Weight Max Gross Weight Internal ( L x W x H ) External ( L x W x H ) Door Opening ( W x H ) 29,300 kgs 4,700 kgs 34,000 kgs 11,590 mm x 2,284 mm x 2,545 mm 12,192 mm x 2,438 mm x 2,896 mm 2,290 mm x 2,569 mm

Metric
67.4 cubic meters

67

20' Open Top Container Open top containers are suitable for carriage of over height cargo. These are also useful for cargo which needs to be loaded by crane from Top side. The door side can be swung open for loading over height cargo. These boxes are also suitable for bulky cargo like machinery. These boxes are fitted with Tarpaulin cover & attachable bows with cable sealing devices.
Description
Cubic Capacity Payload Weight Tare Weight Max Gross Weight Internal ( L x W x H ) External ( L x W x H ) Door Opening ( W x H )

Metric
32.61 cubic meters 28,350 kgs 2130 kgs 30,480 kgs 5,894.4 mm x 2,350 mm x 2,354.3 mm 6,058 mm x 2,438 mm x 2,591 mm 2,341 mm x 2,280 mm

40' Open Top Container 40' Open top containers are suitable for carriage of over height cargo. Lashing rings are available on the four corner posts, top-side rails & bottom side rails for securing cargo.

68

Commonly shipped commodities in 40' open top containers include machinery, cables, tyres etc.
Description
Cubic Capacity Payload Weight Tare Weight Max Gross Weight Internal ( L x W x H ) External ( L x W x H ) Door Opening ( W x H )

Metric
65.8 cubic meters 28,620 kgs 3,880 kgs 32,500 kgs 12,032 mm x 2,352 mm x 2,400 mm 12,192 mm x 2,438 mm x 2,591 mm 2,340 mm x 2,280 mm

69

40' Flat Rack Container Flat Rack containers are suitable for carriage of over dimensional (over width/over length) & heavy weight cargo such as pipes & machinery. The specially reinforced bottom construction can sustain the high pressure of heavy weight cargo. Balaji Shipping Flat Rack containers come with versatile multiple lashing zones around & across the base for securing the cargo.
Description
Payload Weight Tare Weight Max Gross Weight Internal ( L x W x H ) External ( L x W x H ) 4950 kgs 45,000 kgs 11,980 mm x 2,230 mm x 1,960 mm 12,192 mm x 2,438 mm x 2,591 mm

Metric
40,050 kgs

70

APPENDIX
TITLE: DATABASE OF EXISTING CLIENTS S.NO 1 2 3 4 5 6 7 8 9 10 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 LINE CODE ANS APL ATL AQUARIUS BLP BSL CEK CEL CG CGO\SPEEDA CGS COSCO CSAV\NOR CWS DEL DNA ES EPC FX GAT GLL GOL HA HAN HAP HHL HYU IMS\SEL KL LMT AGENT NAME AUSTRALIAN NATIONAL LINE APL LOGISTICS (INDIA) PVT LTD ASIA TIGER LINE AQUARIUS MARITIME BALAJI LOGISTICS PVT LTD ALBATROSS PAREKH MARINE AGENCIES CHAKIAT AGENCIES PV T LTD CME-CGM (E&S) INDIA PVT LTD CARGO SERV P LTD GAC SHIPPING CHENGLIE LINE COSCO INDIA PVT LTD CSAV GROUP AGENCIES (INDIA) PVT LTD CONTAINER WORLDWIDE PAREKH MARINE AGENCIES PVT LTD NLS AGENCY PVT LTD EMIRATES SHIPPING PL SHIPPING MOCETI GATI COAST TO COAST GOLDEN GULF SHIPPING GOLDSTAR LINE SEA BRIDGE MARITIME AGENCIES CONTFREIGHT SHIPPING AGENCY (1) P LTD HULL & HUTCH LINE CHOICE INTERMODAL SERVICES IMS SHIP MANAGEMENT K STEASHIP AGENCIES P LTD PAREKH MARINE AGENCIES

71

32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66

MAL MCC MCO MDS MEL MGR MIS MRSK MSC MTL\ELS MXC NYK O&H OLE OLD PAC PAN PCL PIL QCS RCL RMV RRS SAT SEN SHA STA SJL SWA SYN TAA TAL TLPL TSS UASC

BEST EXPRESS SHIPPING Mc ANDROWS SHIPPING AGENCIES TRITON SHIPPING AGENCIES ERCHANT SHIPPING SERVICES P LTD RED EAGLE LTD MGR CNTR LINE MISC MAERSK INDIA PVT LTD MSC SHIPPING SERVICES MTL MARINE TRANS LOGISTICS P LTD MAXICON SHIPPING AGENCIES PVT LTD NYK LINE LTD O&H SHIPPING SHREYAS CONTAINER LINE FORBES PATVOLK PENON SHIPPING PAN ASIA LINE FAIRWIND SHIPPING PIL (INDIA) PVT LTD SEAWIND SHIPPING REDIONA CHAKIAT AGENCIES MOONLIGHT SHIPPING SERVICES PVT LTD RR SHIPPING SATURN SHIP AGENCIES PVT LTD OSA SHIPPING PVT LTD SHAGAI LOGISTICS OCEAN STAR ST JOHNS SEAWAYS SHIPPING SYNERGY AQUA GEM TRANS ASIAN SHIPPING SERVICES (P) LTD TRANSWORLD LOGISTICS PVT LTD TS LINE TRANSWORLD SHIPPING SERVICES
72

67 68 69 70

VGL WHL YML ZIM

VANGUARD LINE OMEGA SHIPPING MARINE CONTAINER SERVICES (SOUTH) P LTD AREBEE STAR MARITIME AGENCIES P LTD

73

BIBLIOGRAPHY

BOOKS:

C.R.Kothari.Research Publishers, India, 2004.

Methodology,

2nd

Edition,

New

Age

International

Uma Sekaran Research Methods for business, New Delhi. McGraw-Hill book company.2005 (third edition).

Y.H.V.Lun, K.H.Lait.T.C.E Cheng, shipping and logistics management. Peter Lorage, shipping company strategies. Indian Institute Logistics Management.

JOURNALS/MAGAZINES:

Shipping times by exim India. Sipping post.

WEB SITE: www.transworld.co.in www.dpworldchenai.com www.citpl.co.in www.iilschennai.com

74