CHAPTER IV

THEORETICAL FRAMEWORK
The relationship between steamer agent and principal, Simatech can be conceptualized at
a fairly general level, as a two stage relationship where a set of services impact on a series of
intermediate indicators, which in turn determine the overall satisfaction of the client. It is
recognized that an identical improvement in the agent activities in two different cases, whether
with the international clients or with domestic client, can result in optimization of services and
agent satisfaction which in turn can retain the clients.
The researcher has conducted a direct study and has been attached to the organization for
45 days from 18th April, 2015 to31st May, 2015. The study was about Agent satisfaction towards
M/S MBK logisticx Pvt. Ltd. With reference to principal, Simatech, Singapore. The researcher
used various techniques for collecting data such as questionnaire, direct research, experience etc.
The questionnaire has been circulated among the clients for the survey purpose. Then the data
has been codified and classified.
For the analysis the research scholar depend on descriptive analysis, graphical analysis and
inferential analysis. All these techniques made the study easy and understandable. Descriptive
statistics are used to describe the basic features of the data in a study. They provide simple
summaries about the sample and the measures. Together with simple graphics analysis, they form
the basis of virtually every quantitative analysis of data. Descriptive Statistics are used to present
quantitative descriptions in a manageable form. In a research study we may have lots of
measures. Or we may measure a large number of people on any measure. Descriptive statistics
help us to simplify large amounts of data in a sensible way. Each descriptive statistic reduces lots
of data into a simpler summary.
Inferential statistics, are used to reach conclusions that extend beyond the immediate data
alone. For instance, we use inferential statistics to try to infer from the sample data what the
population might think. Or, we use inferential statistics to make judgments of the probability that
an observed difference between groups is a dependable one or one that might have happened by

chance in this study. Thus, we use inferential statistics to make inferences from our data to more
general conditions; we use descriptive statistics simply to describe what's going on in our data.
The study was purely dependent on the primary data collected using questionnaire. The
questionnaire was divided into different segments to analyze the satisfaction of each process. The
first segment was designed to test the boarding efficiency. Next segment studied about the sign
on and sign off satisfaction of the steamer agent. The following segment studies about bunkering
documentation efficiency, customs filing problems, delay in loading and unloading of goods.
The data has been then analyzed using descriptive data analysis to study the basic features
of the data. The percentage analysis is used to get a clear understanding of the data collected.
Inferential analysis is used to set hypothesis and verify it.
The researcher has reached various findings based on his study and put forwarded many
suggestion to solve the issues found out by the researcher. The researcher is now going to
analyze the data in the following chapter.