Chapter-1: 1.1 Overview of The Company

CHAPTER-1
PROFILE OF ESQUIRE EXPRESS INDIA PRIVATE LIMITED
In this era of modern technologies, sending a parcel overseas has become easier. With an array of
courier companies doing the same thing, it has given rise to competition among the companies.
They provide air cargo services, air freight forwarder and express courier services to all country.
1.1 OVERVIEW OF THE COMPANY
Esquire provides logistical services for air & sea freight across the globe. There main office is
situated in Chennai. They have over two decades of experience in providing round the clock
freight forwarding services for all types of industries.
With over two decades of experience in Cargo handling and Freight forwarding services, the
company is Chennai’s leading logistics service company. Esquire also has branches in Bangalore
and New Delhi.
Their world-class Express service guarantees on-time delivery and an overall customer
satisfaction. They provide storage and delivery facilities for heavy cargos as well as lost and
mishandled goods for International Airlines and agents.
1
They are registered with IATA and a member of WCA which is a part of Worldwide Freight
Forwarding network. They have expertise in Express service as well as terminal operations.
It is a national company which head quartered in Chennai and other branches in New Delhi and
Bangalore.
Table 1 : About the organisation
CIN U93090TN1991PTC020752
Company Name ESQUIRE EXPRESS (INDIA) PRIVATE LIMITED
Company Status Active
RoC RoC-Chennai
Registration Number 20752
Company Category Company limited by Shares
Company Sub Non-govt company
Category
Class of Company Private
Date of Incorporation 07 May 1991
Age of Company 26 years
2
Founded in 1991 and managed by top rate professionals with over two decades of industry
experience, ELD’s parent company Esquire Express is the leading consolidation company in
south India. Esquire Express boasts of being one of the logistic MNCs to have originated in India
and established an international presence. A range including ticketing, express and travel.
Esquire Express has won top Agent Award for over 5 consecutive years from Sri Lankan
Airlines and Indian Airlines. The esquire group is today one of the strongest players in the
industry with a reputation for professionalism and probity.
However as a result of the under-developed trade and logistics infrastructure, the logistics cost of
the Indian economy is over 13% of GDP , compared to less than 10% of GDP in almost the
entire western Europe and North America . As leading manufacturers realign their global
portfolios of manufacturing locations , India will have to work on such systemic inefficiencies, in
order to attract and retain long- term real investments.
3
Table 2: Share Capital & No. of Employees
Authorised Capital 1,000,000
Paid up capital 1,000,000
Number of Employees 25
1.2 SECURE TRANSPORTATION
The company’s global and local security teams work around the clock to ensure the highest
standards of secure transportation – from the moment they pick up their shipment to its secure
delivery across the city or around the world. Esquire continually strives to improve its security
services by focusing on risk –mitigating measures to prevent exposure to act of crime and
terrorism in order to prevent its employees, assets and customers goods.
1.2.1 SECURE TRANSPORT GUIDELINES
Esquire is an active member of a number of express associations globally that focus both on
customs and security initiatives, working constantly with regulatory bodies and industry peers to
4
enhance security in the supply chain. In addition, Esquire has many internal security
programmes, guidelines, processes and system including:
 Security training
Security forms part of all new employee induction courses. Specific security training
such as Driver’s Security Awareness Training and Golden Rules with the provision of
on-going refresher course for relevant job functions.
 Employee and Sub- contractor screening
Esquire has a policy to screen employees and sub- contractor in line with its risk
assessment and subject to local legislation.
 Route risk assessments
Esquire has implemented a route risk assessment process that ensures all new and
existing line haul routes are assessed periodically for security risks .
 Esquire secures storage in transit
Guidelines are implemented across the network to ensure all locations are secures during
non – operational and shutdown periods.
5
1.3 SERVICES
The Company provide the following services to their clients and agents.
 Freight Forwarding and Logistics
 Cargo Handling
 Aviation Services
 Terminal Operations
 International / Domestic Express
1. Freight Forwarding and Logistics
MOVING MATERIALS ACROSS OCEANS
Services Offered
 Air Freight
 Sea Freight
 Import / Export
 Import / Export Express Services
Customers Served
 Textiles
 Solar
 Steel
 Leather
6
Airlines Handled
 Any Airlines
Under customary
 IATA
 Customs Custodians
 INTER-GLOBAL Logistics Network (IGLN) of WCA family
2. Terminal Operations
SERVICES OFFERED ONLY WITHIN CHENNAI AIRPORT
Services Offered
 Cargo Handling
 Securing of goods
 Liaising with International Courier
services
 Terminal shipments in air and sea port.
Terminal Operations
 Common User Facility
 Assistance with consolidating customers
 Storage & Delivery of lost goods and reimbursements from agents
 Handling complex customs clearance procedures.

7
Courier Services
 DHL
 TNT
 Trans Orbit
 Dreamco
3. Cargo Handling
Services Offered
 On-Board Courier (OBC) services
 Express Service
 Cargo storage
 Transportation and control of Air & Sea freight
Customers Custodians
 Experience in managing Customs custodians
Invitation for Partnerships
 Handling & Transportation contracts for Air Freight stations from Private companies and
agents
8
4. International / Domestic Express Courier
Services Offered
 Imports / Exports
 Round the clock service
 Delivering goods across International borders / India through our express service
 International / Domestic distribution services for Time Critical commodities
 Door to Door International / Domestic express service
Customers
 Any type of customers
Airlines served
 All International Airlines
5. Aviation Services
Services Offered
 Passenger & Cargo Airport Terminal services
 Excess Baggage services
 Mishandled baggage warehousing
“Esquire provides Cargo handling services to International Airlines”
9
1.4 ASSOCIATES
Esquire welcomes companies around the world to join them as associates and partners in their
sector. They invite both Business Associates and Service Associates in Sea and Air Freight
forwarding sector.
Their current Associates are :
 DHL
 TNT
 Francisco
 Nane Orbit
 Dreamco .
Their partners include :
 Universal express Singapore
 UE Dubai
 Network Colombo
 Dreamco
10
1.5 SWOT ANALYSIS OF ESQUIRE EXPRESS INDIA PRIVATE LIMITED
 STRENGTHS
1. Esquire Express India Pvt Ltd is a member of
 IATA
The International Air Transport Association (IATA) is the trade association for the
world’s airlines, representing some 275 airlines or 83% of total air traffic. They support
many areas of aviation activity and help formulate industry policy on critical aviation
issues.
 FIATA
The International Federation of Freight Forwarders Associations (or FIATA) is a non-
governmental organization representing 40,000 forwarding and logistics companies,
employing 8 to 10 million people in 150 countries. The FLA (FIATA Logistics
Academy) is a Standing Committee of FIATA working to help promote education and
training in freight logistics as the top priority of FIATA deliverables.
 WCA
WCA is the world’s largest and most powerful network of independent freight
forwarders, with over 6,477 member offices in 191 countries around the world. Dedicated
entirely to providing world-beating benefits and networking opportunities to its members,
WCA employs a full time staff of over 125 personnel based in eight member service and
support offices around the world.
The combined logistics might of the WCA membership exceeds that even of the world’s
largest multinational freight forwarders.
 TAPA
11
When joining TAPA, there is an aligning of company or organization with an
internationally recognized leader in the fight against cargo crime. TAPA AMERICAS
represents one of three primary branches of TAPA worldwide -- the other two being
TAPA EMEA (Europe and Africa) and TAPA APAC (Asia/Pacific). These branches
include chapters in South Africa and Mexico, with new chapters developing in other
countries plagued by cargo crime. Each TAPA branch or chapter participates in the
worldwide organization while also addressing the needs of its own regional members.
 IGLN
IGLN stands for Inter Global Logistics Network.
2. Excellent financial position: Esquire Express has a very good finance background
and is known to have ample amount of resources backing it up. This financial position is
also helping Esquire express expand its business year on year.
3. Strong Experience of industry since 1991
4. Fast and steadfast delivery
 WEAKNESSES
1. Limited market share growth: Being a very competitive market, market share
growth becomes difficult especially considering numerous small and large local
competitors.
2. Requires heavy investment: It is an investment driven industry and thus to set up
and expand, heavy investment is required and return on investment is not immediate.
3. Dependence on external agencies: Due to such a wide network, Esquire express is
depended on over various other local private agencies with which it collaborates. This
12
has a direct impact on the efficiency of Esquire express and thus coordination
becomes very important.
4. Dependence on regulatory bodies: Esquire Express has to work according to the
regulatory norms and the local authority. Regulations in the source and the destination
places can be different and thus following different laws can be difficult.
5. Poor Marketing: When compared to Fedex or UPS, Esquire express does not have
similar marketing expenditure and does not invest much in advertising and branding
activities. This affects the brands popularity and acceptance.
 OPPORTUNITIES
1. Emerging Markets: Esquire express has set its foot in almost all the emerging markets
but it needs to expand to utilise the potential in such markets. They need to focus on its
customer-focused international supply chain.
2. Inorganic Growth: Esquire express, being a big name in the industry to acquire several
local players to expand its reach in its target markets.
3. E-commerce: Increase in electronic shopping presents an opportunity to tap this market
as well. E-commerce is considered as the future of shopping and so it becomes important
for Esquire express to be present in this platform as well.
13
 THREATS
1. Competition: Various local brands possess a threat for Esquire express in its specific
territory.
2. Economic Slowdown: Logistics is one of the industries which is hit the hardest when it
comes to Economic slowdown.
3. Local players: A major threat to Esquire express is that the brand suffers against local
courier players which might be operating at lower and penetrative prices. These local
players are also able to give excellent service.
1.6 BOARD OF DIRECTORS
Mr. S. Sakthivadivel (Managing Director)
An ebullient person with a marketing background, he started his illustrious career as a
managerial trainee in ITC. Moving into Express Industry in 1983 and gained worldwide
exposure through Blue Dart and FedEx, who were a previous associate of Blue Dart.
Sakthivadivel established Esquire Express India PVT LTD in 1991 and is it’s serving Managing
Director. He is specialized & pioneered in wholesale consolidation through express mode &
graduated towards IATA, freight forwarding & Express Terminal Operation in Chennai
airport. His vision is to further expand in related areas and to be of use to the trade and
commerce industry while contributing towards the environment in freight forwarding and storage
specialties.
14
Mrs. S. Shanthi (Director)
Ms. Shanthi is a Graduate with an IATA qualification in Travel & Tourism. She specializes in
the niche market related to passengers in terms of excess package cargo.
1.6 OFFICE LOCATIONS
Corporate Office:
No.25 , Bagavandham Street , T.Nagar
Chennai - 600 017. India.
Tel no : + 91-44-4299 9403.
Fax no : 91-44-42999401.
Contact person : Mr. S. Sakthivadivel.
Mobile No: + 91 99400 71717.
shakthiv@esquireexpress.in
Branch Office: Delhi
Contact person Name : Arvind Kumar
RZ-174, Road No.4,
Mahipalpur Extn.
New Delhi -110 037. India.
Tel No : 91-11-26781680 / 2678 4023 / 2678 4035 / 2678 4036.
Fax No : 91-11-2678 4023.
15
Mobile : +91 98101 83797.
arvindkr@esquireexpress.in
Branch Office: Bangalore
No. 526 / B, 3 rd Main Policestation Road,
Hebbal, Bangalore - 560024. India.
Contact No: 0 9538 792197 / 0 77953 46917
Contact Person Name :
Sunil
esquireblr@esquireexpress.in
International Offices
Singapore
SATS Airfreight Terminal - I
Uni 206 / 206, Airport Road, Singapore - 819 461.
Phone : + 65 65453778/9
Dubai
P.O.box : 825 , Dubai United Arab Emirates
Phone : + 9714 3525050
16
Colombo
No:35/5E, Kaviratne Palace,
Pamankada, Colombo - 6,
Contact No : +9411 454 2394.
17
CHAPTER 2
LITERATURE REVIEW
Logistics Service Quality (LSQ)
The following sections describe the literature related to logistics service quality and customer
satisfaction.
Relying on empirical research, logistics excellence is recognized as an era that firms can create
competitive advantage because of its visible services to customers. In order to successfully
leverage logistics excellence as a competitive advantage to customers, logisticians must
coordinate with marketing departments. The quality of logistics service performance is therefore
also a key marketing component that helps create customer satisfaction. Service quality has been
recognized as a priority theme in marketing and logistics research, running parallel to the interest
in quality, quality management and satisfaction in companies. LSQ has been studied from two
different perspectives that of objective quality and subjective quality. The first perspective
relates quality to adapting the service to service provider defined specifications. This industrial
perspective of service also sees quality as an accurate evaluation of all the stages and operations
necessary to deliver the service, likening the process to that of manufacturing a product by
considering the service as a physical object which can be observed and with attributes that can be
evaluated. On the other hand, subjective quality is transferring the evaluation of quality to the
18
customer. Based on this perspective, service quality is “a global judgment or attitude, concerning
the superior nature of the service”.
Customer Satisfaction
Most researchers realized the importance of satisfaction and looked into the importance of
customer satisfaction. Customer satisfaction is often defined as the customers’ post-purchase
comparison between pre-purchase expectation and performance received. Contended that
satisfaction is the emotional reaction to a specific product/service experience, and these
emotional reactions come from disconfirmation of a consumer’s perceived performance of
product or service and his or her expectations of performance. Researchers defined satisfaction
as “a person’s feeling of pleasure or disappointment resulting from comparing a product’s
perceived performance (or outcome) in relation to his or her expectations”. Researchers said that
satisfaction can be associated with feelings of acceptance, happiness, relief, excitement, and
delight. According to Researchers, customer satisfaction is defined as the perceived value
acquired by a consumer in purchasing a particular product, as well as the satisfaction level with
service during the trading process . Customer satisfaction lies at the core of a sequence of
relationships, including the antecedents of customer satisfaction like perceived quality and
perceived value with the consequence of customer satisfaction.
Customer satisfaction level is an integrated assessment response which represents the summation
of customers’ subjective responses to different attributes of a product. Research disagreed with
the idea that the best method of measured customer satisfaction level is evaluating the product
overall integrated satisfaction level and thought that using this kind of evaluation method to ask
19
customers to make a quick response while they are facing complex circumstances would result in
the loss of relevant information. Therefore, many scholars measure the customer satisfaction
level on each attribute of a product in addition to the integrated satisfaction level. Several
researchers have studied the relationship between quality perceptions and satisfaction towards
service quality. Although, some inconsistency exists across these findings, there is considerable
evidence that service quality perception is among the antecedent factors that influence customer
judgment of satisfaction. This theoretical perspective portrays customer satisfaction as a holistic
construct resulting from judgment about a variety of factors. In addition, an array of effort in
service quality research explored its relationship with satisfaction in logistics environment. These
researches include research on physical distribution service quality, the logistics services and
satisfaction relationship, and the expanded LSQ framework and logistics customer segments and
satisfaction. More recent efforts examined the relationship between LSQ, satisfaction, customer
loyalty, and market share.
20
CHAPTER 3
RESEARCH METHODOLOGY
3.1 OBJECTIVE OF THE STUDY
 To study the customer level of satisfaction towards Esquire Express (I) Pvt Ltd
 To identify the loyalty of customer towards Esquire Express (I) Pvt. Ltd.
 To study factors affecting satisfaction level towards Esquire Express.
3.2 SCOPE OF THE STUDY
 To study the current level of customer satisfaction.
 To know the loyalty of the customer towards the company.
 To give suggestion regarding improvement of performance standard of the Company
 To inform the management about current level.
3.3 RESEARCH
Research comprises "creative work undertaken on a systematic basis in order to increase the
stock of knowledge, including knowledge of humans, culture and society, and the use of this
stock of knowledge to devise new applications”. It is used to establish or confirm facts, reaffirm
the results of previous work, solve new or existing problems, support theorems, or develop
new theories. A research project may also be an expansion on past work in the field. To test the
validity of instruments, procedures, or experiments, research may replicate elements of prior
projects, or the project as a whole.
21
RESEARCH DESIGN
The research design refers to the overall strategy that you choose to integrate the different
components of the study in a coherent and logical way, thereby, ensuring you will effectively
address the research problem; it constitutes the blueprint for the collection, measurement, and
analysis of data.
The research design that is used in this project is Descriptive Research. Descriptive research is a
study designed to depict the participants in an accurate way. The three main ways to collect this
information are: Observational, defined as a method of viewing and recording the participants.
The objective of the study has been achieved by using both Primary and Secondary Data’s. The
data’s obtained for the study was primarily from field investigation carried out among the
customers of Esquire Express.
3.4 SAMPLING
Sample design is a definite plan for obtaining a sample from a given population. It refers to the
technique or the procedure the researcher would adopt in selecting items for samples.
Samples are studied for the population who are the customers of Esquire Express Pvt. Ltd.
Research design is needed because it facilitates the smooth railing of the various research
operations thereby making research as effective as possible yielding maximal information with
minimal expenditure of effort, time and money.
22
One of the important & crucial decisions after deciding sampling design is to determine the
sample size. A total of 80 customers were selected for this study to analyse the customer
satisfaction level with reference to Esquire Express India Pvt. Ltd.
3.5 DATA COLLECTION
3.5.1 PRIMARY DATA
Primary data was collected through Online Survey.
Survey research is distinguished by the facts that the data are collected from the people who are
thought to have the desired information, through questionnaire.
Questionnaire was posted over the internet and sent to the respective customers in order to
collect information related to the topic. The questionnaires so designed for this purpose were
structured.
3.5.2 SECONDARY DATA
Secondary data was collected through company websites and records. And analysis on various
aspects has been done using different statistical techniques.
3.6 DATA ANALYSIS TOOL
The software used for the analysis is IBM SPSS Version 20.
With SPSS predictive analytics software, one can predict with confidence what
will happen next so that one can make smarter decisions, solve problems and
improve outcomes.
23
SPSS is a windows based program that can be used to perform data
entry and analysis and to create tables and graphs. SPSS is capable of
handling large amounts of data and can perform all of the analysis
covered in the text and do much more.
SPSS is commonly used in the social sciences and in the business world,
so using this program should serve the research project well in various
analyses.
3.7 LIMITATIONS OF THE STUDY
 Time limit restricts detailed survey work for this particular topic of research
 The survey is restricted to the customers of Esquire Express (I) Pvt ltd
 Some customers have lack of time, so they may not communicate properly.
24
CHAPTER 4
DATA ANALYSIS AND INTERPRETATION
4.1 DATA ANALYSIS
The data has been collected through personal interaction with the
customers of Esquire Express ( DRS Group) and telephonic calls were also
made to the respondent who could not be reached out due to geographical
distances.
Total No of Respondent = 90
Interpretation:
  
From the above data, we can infer that only 7% of Customers of

Esquire Express had an “Excellent” experience
  
More than 57% of the Customers of Esquire Express had


“Good” experience while booking.
 31% of the respondent had an “Average” Experience while booking.

 
About 3% of respondent had “Bad” experience while booking.
25
 

Interpretation:
 It can be inferred that only 2% of the respondent had an

 “Excellent” experience while Delivery. Whereas,
  About 20% of the respondent had “Good” experience while Delivery.
  26% of the respondent found there experience while Delivery to be
“Average”

  About 18% of the total respondent found their experience while
Delivery to be “Bad”

 Whereas, 34% of the respondent had “Poor”
 experience while delivery
 If we combine them more than 50% of the

respondents were dissatisfied at the time of Delivery.


26


Interpretation:
  About 16% of the respondent found the prices of the services to be
“Very High”

 About 32% of the respondent found the services of
 ESQUIRE EXPRESS to be High
 Whereas more than 52% of the respondent said that they

 found the prices of the services to be “Average”
  There were no respondent who said the prices of services were
“Low or Very Low”.


 When combined, we get to know that 48% of the total
customers found the services to be high.

27



Interpretation:
  Only 10% of the respondent found the Delivery speed of Agarwal
Packers and Movers to be “Excellent”.


  And approximately 17% of the total respondent found the speed of
Delivery to be “Good”

  Whereas 18% of the respondent found our Delivery Speed to be
“Average”

  Whereas 21% found the speed of Delivery to be “Bad”
  And majority 34% of them said the Delivery speed was “Poor”.
28
On combining them we get to know that approx 55% of the respondent found the
delivery speed to be below average.


Interpretation:
  10% of the respondent found the order execution speed to be
“Excellent”. Whereas,

  23% of them found the order execution speed to be “Good”
 And, 13% of the total respondent found the order

 execution speed to be “Average”
  Whereas 26% of the respondent said the execution speed was
“Bad”

  Moreover 28% of them found the order execution speed to be
“Poor”
29




Interpretations:
 From the above data it can be inferred that 3% of the total respondent
rated the accuracy of our document processing and invoicing as
“Excellent”

 More than 54% of the total respondent rated the accuracy of our
document processing and invoicing as “Good”

 36% of total respondent rated the accuracy of our document
processing and invoicing as “Average”

 Only 4% and 2% of the total respondent rated our document
processing and invoicing as “Bad” and “Poor” respectively.


30


Interpretation:
 About 2% of the respondents rated ESQUIRE EXPRESS as

 “excellent” when compared to other packer and movers.
 Approximately 28% of the respondent found the ESQUIRE

EXPRESS to be “Good” when compared to other packer and
 movers
 About 38% of the total respondent rated ESQUIRE EXPRESS as

 “similar” to other packers and movers.
 21% of the respondent rated ESQUIRE EXPRESS as “Bad” when

 compared to other packers and movers.
 Lastly 11% rated ESQUIRE EXPRESS as “Poor” when

compared to other packers and movers.




31

Interpretation:
  Nearly 21% of the total respondent strongly disagreed to the statement
“customer representative was very polite”


  Whereas, 34% of the total respondent disagreed to the statement of
“customer representative being Polite”


  And 10% of the total respondent were neutral with the statement.
 Approximately 32% of them agreed to the statement of

 customer representative being very polite.
32
 Whereas only 2% strongly agreed to the above statement.
Interpretation:
 About 26% of the total respondent Strongly Disagreed to the

statement Customer service representative handled my call
 quickly.
33
 Whereas 36% of them disagreed on the statement Customer
 service representative handled my call quickly.
  Also 17% were neutral with the statement.
 Of the total responses collected, 21% of them agreed to the

statement that Customer service representative handled my call
 quickly.
 And only 1% of them strongly agreed to the statement above


Interpretations:
 12% of the total respondent Strongly Disagreed to the statement

 Customer Service representative was very Knowledgeable
34
 About 16% of disagreed to the statement Customer Service
 representative was very Knowledgeable
  And approximately 37% of them were neutral with the above statement
 31% of the total respondents agreed to the statement Customer

 Service representative was very Knowledgeable
 And only 4% of them Strongly Agreed to the above statement
Interpretation:
 More than 58% of the respondent said “NO” they

will not recommend this company to their friends
or relatives.
35
Interpretation:
 From the above data it can be said that only 3% of the total
respondent were extremely satisfied with the service offered
 by the company
  Whereas 14% of them rated their overall satisfaction as Good
 32% of the total respondent said that their overall

 satisfaction was Average
 Whereas 30% and 20% of them rated their overall

satisfaction level as Bad and Poor respectively.
36
Analysis:
Formulation of Hypothesis
Null hypothesis: There is no significant relationship between customers

experience while booking and Overall Satisfactions level
Alternate Hypothesis: There is a significant relationship between

Customers experience while booking and Overall Satisfactions level.
Customer Experience while booking * Overall satisfaction level Cross tabulation
Overall satisfaction level of customer Total
1 2 3 4 5
Count 0 1 1 0 4 6
Std. Residual -.6 .4 -.6 -1.2 1.9
Customers Count 4 8 15 13 15 55
2
experience Std. Residual .2 .8 -.5 -.1 .1
while Count 2 0 10 9 5 26
booking Std. Residual .2 -1.7 .7 1.0 -.7
Count 0 1 2 0 0 3
Std. Residual -.4 1.2 1.1 -.9 -.9
Total Count 6 10 28 22 24 90
37
Chi-Square Tests (Table 1)
Value Df Asymp. Sig. (2-
sided)
Pearson Chi-Square 16.239a 12 .181

Likelihood Ratio 20.801 12 .053
Linear-by-Linear Association 1.194 1 .274
N of Valid Cases 90
a. 13 cells (65.0%) have expected count less than 5. The minimum expected count is .20.
Inference: Since the “p” value is greater than .05, we can accept the
“Null” hypothesis and we can conclude that there is no significant
relationship between Customers experience while booking and overall
Satisfactions level
38
Correlations (Table 2)
Experience Overall
while booking satisfaction
level
Pearson Correlation 1 -.116

1 Sig. (2-tailed) .277
N 90 90
Pearson Correlation -.116 1
12 Sig. (2-tailed) .277
N 90 90
Inference:
Since the value of correlation is -.116. We can conclude that there is no

correlation between Customers experience while booking and Overall
Satisfactions level Accept Null Hypothesis
Hypothesis Formulation No 2
39
Null Hypothesis: There is no significant relationship between Price of the
service and overall satisfaction level of a customer

Price of the service and overall satisfaction level of the customer.
Chi-Square Tests
Value Df Asymp. Sig. (2-sided)
N of Valid Cases 90
Interpretation: Since ‘p’ value is less than .05, we can conclude that
there is a significant relationship between price of the service and overall
satisfaction level of the customer.
Thus, Null hypothesis has to rejected
And Alternate hypothesis is accepted.
40
Hypothesis Formulation No 3
Null Hypothesis: There is no significant relationship between Delivery

time and Overall satisfaction level

Delivery time and Overall Satisfaction level
Delivery time * Overall satisfaction level Crosstabulation
Overall satisfaction level Total
1 2 3 4 5
Count 6 4 0 0 0 10
Std. Residual 6.5 2.7 -1.8 -1.6 -1.6
Count 0 6 8 1 0 15
Std. Residual -1.0 3.4 1.5 -1.4 -2.0
Delivery Count 0 0 12 2 0 14
time Std. Residual -1.0 -1.2 3.7 -.8 -1.9
Count 0 0 6 11 1 18
Std. Residual -1.1 -1.4 .2 3.1 -1.7
Count 0 0 2 8 23 33
5
41
Std. Residual -1.5 -1.9 -2.6 .0 4.8
Total Count 6 10 28 22 24 90
sided)

N of Valid Cases 90
a. 21 cells (84.0%) have expected count less than 5. The minimum expected
count is .67.
Delivery time Overall
satisfaction
level
42
Pearson Correlation 1 .878**
Delivery time Sig. (2-tailed) .000
N 90 90
Overall Pearson Correlation .878** 1

satisfaction Sig. (2-tailed) .000
level N 90 90
**. Correlation is significant at the 0.01 level (2-tailed).
Inference
Since the value of correlation is ‘.878’, we can conclude that there is a

significant relationship between Delivery time and Overall satisfaction
level
Therefore we have to reject our null

hypothesis And accept Alternate
hypothesis
Hypothesis Formulation no :4
Null Hypothesis: There is no significant relationship between order

execution speed and customer Satisfaction Level

Order execution speed and Customer satisfaction level
43
Order execution Overall
speed satisfaction level
Order Pearson Correlation 1 .372**

execution Sig. (2-tailed) .000
speed N 90 90
Overall Pearson Correlation .372** 1
satisfaction Sig. (2-tailed) .000
level N 90 90
Order execution speed * Overall satisfaction level Crosstabulation
Overall satisfaction level Total
1 2 3 4 5
Count 0 2 1 0 0 3
Std. Residual -.4 2.9 .0 -.9 -.9
Count 4 4 7 8 5 28
Std. Residual 2.5 .5 -.7 .3 -.9
Order Count 0 3 16 6 7 32
44
execution 3
Std. Residual -1.2 -.3 1.8 -.8 -.5

speed
Count 0 1 2 9 9 21
Std. Residual -1.0 -.9 -1.8 1.6 1.4
Count 0 0 3 0 3 6
Std. Residual -.5 -.8 .8 -1.2 1.1
Total Count 4 10 29 23 24 90
sided)

N of Valid Cases 90
a. 16 cells (64.0%) have expected count less than 5. The minimum

expected count is .13.
45
Inference: Since the ‘p’ value is lesser than ‘.05’ we can conclude that
there is a significant relationship between Order Execution speed and
Overall satisfaction level of customer.
Therefore we have to reject null hypothesis
And accept Alternate Hypothesis
ypothesis formulation No: 5
Null hypothesis: There is no significant relationship between customer

service representative being polite and Overall satisfaction level of a
customer.

customer service representative being polite and Overall satisfaction
level of a customer.
customer service Overall
representative being satisfaction level
polite
customer service Pearson Correlation 1 .525**
46
representative Sig. (2-tailed) .000
being polite N 90 90
Pearson Correlation .525** 1

Overall
Sig. (2-tailed) .000
satisfaction level
N 90 90
Value df Asymp. Sig. (2-sided)
N of Valid Cases 90
Inference: Since ‘p’ value is less than .05, we can infer that there is a
significant relationship between both these factors. Therefore reject null
hypothesis and accept alternate hypothesis.
47
Hypothesis Formulation No: 6

service representative handling the call quickly and overall
satisfaction level of the customer

customer service representative handling the call quickly and overall
satisfaction level of the customer
customer service overall
representative satisfaction level
handling the call
quickly
customer service Pearson Correlation 1 .460**
representative Sig. (2-tailed) .000
handling the call

N 90 90
quickly

overall satisfaction
level
N 90 90
48
N of Valid Cases 90
Inference: since the value of ‘p’ is less than .05 , we can say that there is
a significant relationship between customer service representative
handling the call quickly and overall satisfaction level of customer.
Hypothesis Formulation:7

service representative being knowledgeable and overall customer
satisfaction.

customer service representative being knowledgeable and overall
customer satisfaction.
49
Customer Overall satisfaction
representative level of customer
being
Knowledgeable
Customer Pearson Correlation 1 .331**
representative being Sig. (2-tailed) .001
Knowledgeable N 90 90

Overall satisfaction
level of customer
N 90 90
50
N of Valid Cases 90
Inference:
Since ‘p’ value is more than .05 we can conclude that there is no
significant relationship between customer service representative being
knowledgeable and overall satisfaction level of a customer. So accept
Null hypothesis
51
Major Findings:

 of the
The major factor that affects the overall satisfaction level
 customer is the “Delivery Speed” with a ‘p’ value .000

Next factor that majorly affects the customer satisfaction is
 service representative being polite” with a ‘p’ value
“Customer
 .000

Third factor that affects the satisfaction level of customer is
 representative handling the call quickly with a
“customer service
 ‘p’ value .001

Order execution speed also affectsthe satisfaction level of customer
 to an extent with a ‘p’ value .002

Price was another factor that affectedthe overall satisfaction level
 of the customer with ‘p’ value of .015

Customer service representative being Knowledgeable and
customers experience while booking does not affects the overall
satisfaction of the customer. Since their ‘p’ value is greater than .05,
we can say that there is no significant relationship between
 these
factors and overall satisfaction level of the customer.
52
CHAPTER 5
5.2 RECOMMENDATION
 Communicate. Whether it is an email newsletter, monthly flier, a reminder card for a tune
up, or a holiday greeting card, reach out to your steady customers.
 Customer Service. Go the extra distance and meet customer needs. Train the staff to do
the same. Customers remember being treated well.
 Employee Loyalty. Loyalty works from the top down. If you are loyal to your employees,
they will feel positively about their jobs and pass that loyalty along to your customers.
 Employee Training. Train employees in the manner that you want them to interact with
customers. Empower employees to make decisions that benefit the customer.
 Customer Incentives. Give customers a reason to return to your business. For instance,
because children outgrow shoes quickly, the owner of a children’s shoe store might offer
a card that makes the tenth pair of shoes half price. Likewise, a dentist may give a free
cleaning to anyone who has seen him regularly for five years.
 Product Awareness. Know what your steady patrons purchase and keep these items in
stock. Add other products and/or services that accompany or compliment the products
53
that your regular customers buy regularly. And make sure that your staff understands
everything they can about your products.
 Reliability. If you say a purchase will arrive on Wednesday, deliver it on Wednesday. Be
reliable. If something goes wrong, let customers know immediately and compensate them
for their inconvenience.
CHAPTER 6
CONCLUSION
In addition to suggestions and findings, this study also provides several scopes for further
research, which will be addressed in the following paragraphs:
(1) While the customer loyalty model validated in this study possesses good power for
explaining repurchase intentions and referral behaviour, only partial explanation of the
54
construct of additional purchase intentions is achieved. As stated before, factors not contained in
the model such as strategic outsourcing considerations can be assumed to affect the intention of
customers to outsource additional logistics activities to the currently most important LSP. For
this reason, future studies should explore additional determinants of this loyalty dimension.
(2)Measurement model assessment revealed that the operationalization of fairness in this study
does not achieve sufficient discriminance from other constructs, especially from trust and
relational satisfaction. As there is a strong theoretical indication that fairness is important in
customer loyalty considerations, further studies should modify fair-ness’ measurement model,
e.g. by more strongly recurring to the concept of inequity.
(3) Within this study, four relational characteristics were examined. In addition, analyses
were conducted for a multitude of other contingency factors that are not included in the present
study. Overall, however, no conclusive moderations were identified. Nevertheless, it may be
assumed that customer diversity still has moderating effects on the formation of customer
loyalty. The determinants contained in this study, however, capture rather general evaluations of
relationships between LSPs and their customers, which may be too broad to be subject to
moderating effects. For this reason it would be sensible to examine antecedents of the
employed determinants, as moderating effects could surface when this level of detail is added to
the analyses.
55

Chapter-1: 1.1 Overview of The Company

Hochgeladen von

Dokumentinformationen

Originalbeschreibung:

Originaltitel

Copyright

Verfügbare Formate

Dieses Dokument teilen

Dokument teilen oder einbetten

Freigabeoptionen

Stufen Sie dieses Dokument als nützlich ein?

Sind diese Inhalte unangemessen?

Copyright:

Verfügbare Formate

Chapter-1: 1.1 Overview of The Company

Hochgeladen von

Copyright:

Verfügbare Formate

CHAPTER-1

PROFILE OF ESQUIRE EXPRESS INDIA PRIVATE LIMITED

1.1 OVERVIEW OF THE COMPANY

freight forwarding services for all types of industries.

and New Delhi.

mishandled goods for International Airlines and agents.

Table 1 : About the organisation

Company Name ESQUIRE EXPRESS (INDIA) PRIVATE LIMITED

Company Status Active

Registration Number 20752

Company Category Company limited by Shares

Company Sub Non-govt company

Class of Company Private

Date of Incorporation 07 May 1991

Age of Company 26 years

industry with a reputation for professionalism and probity.

order to attract and retain long- term real investments.

Authorised Capital 1,000,000

Paid up capital 1,000,000

1.2 SECURE TRANSPORTATION

terrorism in order to prevent its employees, assets and customers goods.

1.2.1 SECURE TRANSPORT GUIDELINES

programmes, guidelines, processes and system including:

on-going refresher course for relevant job functions.

 Employee and Sub- contractor screening

assessment and subject to local legislation.

 Route risk assessments

 Esquire secures storage in transit

non – operational and shutdown periods.

 Freight Forwarding and Logistics

 International / Domestic Express

1. Freight Forwarding and Logistics

MOVING MATERIALS ACROSS OCEANS

 Import / Export Express Services

 INTER-GLOBAL Logistics Network (IGLN) of WCA family

SERVICES OFFERED ONLY WITHIN CHENNAI AIRPORT

 Liaising with International Courier

 Terminal shipments in air and sea port.

 Common User Facility

 Assistance with consolidating customers

 Storage & Delivery of lost goods and reimbursements from agents

 Handling complex customs clearance procedures.

 On-Board Courier (OBC) services

 Transportation and control of Air & Sea freight

 Experience in managing Customs custodians

Invitation for Partnerships

 Round the clock service

 International / Domestic distribution services for Time Critical commodities

 Door to Door International / Domestic express service

 Any type of customers

 All International Airlines

 Passenger & Cargo Airport Terminal services

 Excess Baggage services

 Mishandled baggage warehousing

“Esquire provides Cargo handling services to International Airlines”

Their current Associates are :

Their partners include :

 Universal express Singapore

1. Esquire Express India Pvt Ltd is a member of

The International Federation of Freight Forwarders Associations (or FIATA) is a non-

governmental organization representing 40,000 forwarding and logistics companies,

employing 8 to 10 million people in 150 countries. The FLA (FIATA Logistics