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A STUDY ON CUSTOMER SATISFACTION TOWARDS VRL LOGISTICS LTD

Introduction To The Subject Background

VRL Logistics

A wide spread idea prevails that logistics is movement of goods. That is a narrow

concept. Logistics is much more & much wider and mere physical handling of goods.

Logistics involves several other functions such as purchasing plant location, plant layout, etc.

And even the disposable of wastes. It covers astonishingly varied professional disciplines.

Founded in 1!" by #r. $i%ay an'eshwar in (adag, a small town in )orth *arnata'a

with a single truc' and a vision that was way ahead of its time. $+L soon epanded its

service to -angalore, ubli and -elgaum. From this humble beginning $+L has grown into a

nationally renowned logistics and transport company which is currently the largest fleet

owner in India with a fleet of /"1 $ehicles 0Including 1" hitech tourist buses &/23

Truc's4 as of 13th August /556.as published in the Limca -oo' of +ecords.

7ver the years $+L has pioneered in providing a safe and reliable delivery networ' in

the field of parcel service. It has spread its operations to 8ourier ervice, 9press 8argo &

Aviation to meet the growing demand of the burgeoning customer base.

:;L &

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Importance of Logistics Management in India

Liberalisation and opening our door to door competition.

(lobal business has long supply &distribution lines.

8hanging Indian customer, aware, demanding and less brand loyal.

8ompetition ensures that product differentiation in terms of =uality is difficult.

OBJETIVES!

1. To understand customer preferences.

/. To study the relationship between the customer & transporter and the factors of

perception.

:. To identify the problems if any in the field of customer satisfaction in the logistics

sector and to come out with solution for the problem.

2. To give feasible suggestion to the company about the improvement in =uality of

services.

3. To assimilate and understand the function of each department in the organisation

". To develop necessary interpersonal and managerial s'ill

SO"E O# T$E ST%&'!

This study is restricted to the logistics services offered by $+L services & the time

period of the study is between Feb to #ay.

The study provides the impact of the level of logistics service in the mar'et.

The pro%ect determines the trade and logistics management facility.

Dept. Of MBA, DSCE 2

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The pro%ect deals with measurement of service, and lin's with internal

performance appraisal and improvement process of trade industry.

To gain all around views of management operations

To understand the wor' culture

To integrate practical eperiment with theoretical concept

LITER(T%RE REVIE)!

Logistics occupy an integral role in the mar'eting of a product good logistics ensure

the =uality of the product is safeguarded and the product is delivered at the right time, right

place and to the target customers.

This pro%ect is underta'en to study the importance of logistics as a part of mar'eting

strategy and to find out the competitors services that are having a greater percentage of profit

in the mar'et, in which $+L Logistics is going to give the good services and aim to 'now

their strategies so that the company can target on those concerned areas and can ac=uire a

greater mar'et in the field of logistics management

The corporate integrity is a critical asset and vrl is committed to upholding it in

everything to do.$+L share our epectations and opinions and strive to maintain a wor'place

built on mutual values, trust and goodwill & we continue to embed these ethical standards in

our business environment. )oteworthy is the $ignyan >og hivir that we organi?ed that was

conducted by ;aram ;u%ya +amdev%i #ahara% which was attended by more than 15,555

people across the state. To provide the highest =uality service to our customers by

continuously increasing cost efficiency and maintaining delivery deadlines. To encourage our

employees @ wor'force to strive for =uality & ecellence in everything they do. To promote

team wor' and create a wor' environment that ta'es care of talent and brings out the best in

our employees.


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RESE(R$ MET$O&OLO*'!

Research methodology refers to the plan or structure of investigation followed

to get an answer to the formulated hypothesis which is performed in the below show

process.

Research design!

Research design is the specification of methods and procedures for acquiring

the information needed. It is the overall operational pattern or framework of the

project that stipulates what information is to be collected from which sources by what

procedures.

RESE(R$ T'"E! escriptive research

S(M"LI+* "L(+! ;opulation/25

ample si?e/5

S(M"LI+* MET$O&! 8onvenient sampling method

,%ESTIO+(IRE T'"E (+& T$E

STR%T%RE!

Buestionnaire method

RES"O+&E+TS O# T$E ST%&'! Total of 25 customers were selected from the

-angalore city for this study to analy?e the

customer satisfaction with reference to $+L

Logistics Ltd.

S(M"LI+* "L(+ O# T$E ST%&'!

Method of samp-ing!


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The sampling technique for the purpose of this project would be Convenience

sampling method.


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