Project Report

PROJECT REPORT

“UNDERSTANDING THE MARKETING STRATEGIES AND CUSTOMER SATISFACTION TOWARDS VRL LOGISTICS LIMITED”.

MAYURA S M

1NZ17MBA41

Submitted to

DEPARTMENT OF MANAGEMENT STUDIES NEW HORIZON COLLEGE OF ENGINEERING, OUTER RING ROAD, MARATHALLI, BANGALORE

In partial fulfillment of the requirements for the award of the degree of

MASTER OF BUSINESS ADMINISTRATION

Under the guidance of

Dr. SMITHA HARWANI Asst. Professor, MBA dept.

2018-19

CERTIFICATE

This is to certify that MAYURA S M bearing USN 1NZ17MBA41, is a bonafide student of Master of Business Administration course of the Institute 2017-19, autonomous program, affiliated to Visvesvaraya Technological University, Belgaum. Seminar report on “UNDERSTANDING THE MARKETING STRATEGIES AND CUSTOMER SATISFACTION TOWARDS VRL LOGISTICS LIMITED” is prepared by him under the guidance of Prof.SmithaHarwani, in partial fulfillment of requirements for the award of the degree of Master of Business Administration of Visvesvaraya Technological University, Belgaum Karnataka.

Signature ofInternalGuide SignatureofHOD Signature ofPrincipal DECLARATION

I, MAYURA S M Student of New Horizon College of Engineering, Bangalore; hereby declare that the project work entitled " UNDERSTANDING THE MARKETING STRATEGIES AND CUSTOMER SATISFACTION TOWARDS VRL LOGISTICS LIMITED " Prepared by me under the Guidance of Professor SmithaHarwani. This Internship Report is submitted in the partial fulfilment of requirement for the award of the degree of Master of Business Administration by Visvesvaraya Technological University, Belgaum. This report neither full nor part has ever been submitted for award of any other degree of this University or any other University.

Signature of student

Place:

Date:

EXECUTIVE SUMMARY

VRL is in Goods Transportation and distribution business which is carried across 17 states and 7 union territories covering 649 cities throughout India they cover the states of Karnataka, Andhra Pradesh, Kerala, Maharashtra and Goa etc. they have become world class customer and thus expect world service. Hence it is customer service which is going on to give the competitive edge to any industry in the future.

This report is based on study conducted on the topic “customer satisfaction level with regards to price and service of VRL courier in Gadag” so I am thankful to the institution for giving us an opportunity to undergo project work as our in-plant training program in the field of management.

This fruitful venture was accomplished by undertaking the study on courier service which is well known for its quality and in time service. The pioneer is known as VRL Courier Service, A DIVISION OF LOGISTICS LTD.

As the customers are treated as king of today’s business world it’s mandatory to see our kings are satisfied. Hence the study is carried on customer satisfaction. So whatever service is provided to the customer, his satisfaction is a must otherwise within no time the company will lose his customer. So the study explore the needs and requirements of the customer so by the study that too by the survey can get the clear picture about the satisfaction of customers towards the VRL LOGISTICS LTD courier service and one can know what are the additional things to be added so that customers will be delighted.

The target is the people who are the customers of VRL LOGISTICS with a sample size of 40 respondents. The tables and charts were used to translate respondents into meaningful information to get the most out that collection.

ACKNOWLEDGEMENT

I would like to acknowledge and express my deepest gratitude to those without whose support this work would have beenimpossible.

I express my gratitude to Dr. Sheelan Mishra, Professor and Head, Dept. of MBA, NHCE, Bengaluru for her valuable suggestions and encouragement throughout the project work.

I would like to thank my internal guide Mr. SmithaHarwani, Professor, Dept. of MBA, NHCE, Bengaluru, for providing me an opportunity to work under her guidance and continued encouragement during the entire project work.

I express my deepest gratitude to Mr. Anandappa Sir, Asst. General Manager, Shimoga, Mr.Vijayand, operation General Manger, Dabasphet, Bengaluru Rural, Mrs.Pushpa mam, Office Manager, Mr. Suhas Sir, Marketing Manager and Mr. Vishwaradya, Marketing Executive & External Guide in VRL Logistics Ltd, Bengaluru and for providing me an opportunity to carry out my project work in the prestigious organization.

I would like to thank teaching and non-teaching staff members of Dept.MBA, NHCE, Bengaluru, for theirsupport.

NAME:MAYURA SM USN:1NZ17MBA41

INDEX

CHAPTER PAGE CHAPTER NO NO

1 INTRODUCTION 01-22

2 LITERATURE REVIEW 23-26

3 RESEARCH METHODOLOGY 27-29

4 DATA ANALYSIS AND INTERFACES 30-56

SUMMARY OF FINDINGS, SUGGESTIONS AND 5 47-50 CONCLUSION

LEARNING EXPERIENCE AND BIBLOGRAPHY 51-52

ANNEXURE 53-56

LIST OF TABLES

1. Age 4.1.1 2. Occupation 4.1.2 3. Awareness of VRL 4.1.3 4. Use of VRL logistics 4.1.4 5. Rating of VRL company 4.1.5 6. Reasonability of VRL 4.1.6 7. Mistakes of VRL 4.1.7 8. Frequency of mistakes 4.1.8 9. Complaint rectification 4.1.9 10. Behaviour of VRL staffs 4.1.10 11. Handling of customer complaints 4.1.11 12. Satisfaction level of the company 4.1.12 13. Reason behind the use of VRL 4.1.13 14. Rating of VRL in terms of price 4.1.14

LIST OF CHARTS

1. Age 4.2.1 2. Occupation 4.2.2 3. Awareness of VRL 4.2.3 4. Use of VRL logistics 4.2.4 5. Rating of VRL company 4.2.5 6. Reasonability of VRL 4.2.6 7. Mistakes of VRL 4.2.7 8. Frequency of mistakes 4.2.8 9. Complaint rectification 4.2.9 10. Behavior of VRL staffs 4.2.10 11. Handling of customer complaints 4.2.11 12. Satisfaction level of the company 4.2.12 13. Reason behind the use of VRL 4.2.13 14. Rating of VRL in terms of price 4.2.14

CHAPTER-1 INTRODUCTION

A. INTRODUCTION ABOUT THE INTERNSHIP:

An internship is a period of work experience offered by an organization for a limited period of time. Once confined to medical graduates, the term is now used for a wide range of placements with business, non-profit organizations and government agencies. They are typically undertaken by students and graduates looking to gain relevant skills and experience in a particular field. Employers benefit forms these placements because they often recruit known capabilities, thus saving time and money in the long run. Internships are usually arranged by third party organizations which recruit interns on behalf of industry groups. Rules vary from country to country about when interns should be regarded as employees. The system can be open to exploitation by unscrupulous employers.

Internships for professional careers are similar in some ways, but not as rigorous as apprenticeships for professions, trade, and vocational jobs. The lack of standardization and oversight leaves the term “internship” open to broad interpretation. Interns may be college and university students, or post graduate adults. These positions may be paid or unpaid and are temporary.

Typically an internship consists of an exchange of services for experience between the intern and the organization. Internships are used to determine if the intern still has an interest in that field after the real life experience. In addition, an internship can be used to create a professional network that can assist with letters of recommendation or lead to future employment opportunities. The benefit of bringing an intern into full-time employment is that they are already familiar with the company, their position, and they typically need little to no training. Internships provide current college students the ability to participate in a field of their choice to receive hands on learning about a particular future career, preparing them for full-time work following graduation.

LOGISTICS: -

Logistics is generally the detailed organization and implementation of a complex operation. In a general business sense, logistics is the management of the flow of things between the point of origin and the point of consumption in order to meet requirements of customers or corporations. Logistics is the “process of planning, implementing, and controlling the efficient, effective flow and storage of goods, services, and related information from point of origin to point of consumption for the purpose of conforming to customer requirements.” Today the complexity of production logistics can be modeled, analyzed, visualized and optimized by plant simulation software.

Logistics is a widespread idea prevails that logistics is the „movement of goods‟ that is narrow concept. Logistics is much more and much wider than mere physical handling of goods. Logistics involves several other functions such as purchasing, plant location, plant layout, etc., and even the disposal of wastes. It covers astonishingly varied professional disciplines. They are:

• Facility location

• Forecasting and order management

• Planning

• Transportation: the mode and the route

• Inventory management: all inventories

• Warehousing

• Protective packaging

• Information: maintenance and flow

ORIGINS AND DEFINITION:-

The term "logistics" originates from the ancient Greek "logos"—"ratio, word, calculation, reason, speech, oration “Logistics is considered to have originated in the military's need to supply themselves with arms, ammunition and rations as they moved from their base to a forward position. In ancient Greek, Roman and Byzantine empires, there were military officers with the title „Logistics‟‟ who were responsible for financial and supply distribution matters.

LOGISTICS MANAGEMENT:-

Logistics management is that part of the supply chain which plans, Implements and controls the efficient, effective forward and reverse flow and storage of goods, services and related information between the point of origin and the point of consumption in order to meet customer & legal requirements. A professional working in the field of logistics management is called a logistician. A logistician is a professional logistics practitioner.

REVERSE LOGISTICS:-

Another dimension to logistics is „Reverse Logistics‟ (Rev Log). Goods return from the consumer point to the original and supply point, for various reasons. Bad delivery, over- supply, damage, expiry failing inspection tests at the customer point, goods unsold etc., are some instances where the materials transverses back. That is Reverse Logistics. The materialthat has to come back to the original point, or to the original supplier, has also to be handled effectively and efficiently. „Maintain a Rev Log‟ system.

MARKETING STRATEGIES:-

Marketing Strategy is the managerial process of developing and maintaining a viable fit between the organization‟s objectives, skills and resources and its changing market opportunities. The aim of marketing strategy is to shape the company‟s business and products so that they yield targeted profit growth.

Promotion is the very important and crucial element of marketing strategy as through it the company establishes its image in the minds of the customers. Nestle India is promoted by using different ways of promotion. Advertisement of Nestle India is done through TV, radio, billboards, newspapers and magazines. Nestlé also conducts the tradeshows, concerts, events, sponsorships, and discounts for sales promotion. For establishing public relations, Nestlé distributes its newsletters, annual reports, calendars and diaries, lobbying, donation for charitable and civic events.

CUSTOMER SATISFACTION:-

Customer satisfaction is a term frequently used in marketing. It is a measure of how products and services supplied by a company meet or surpass customer expectation. Customer satisfaction is defined as "the number of customers, or percentage of total customers, whose reported experience with a firm, its products, or its services (ratings) exceeds specified satisfaction goals."

INDUSTRY PROFILE:

INTRODUCTION:

The term logistics is often misinterpreted to mean transportation. In fact, the scope of logistics goes well beyond transportation. Logistics forms the system that ensures the delivery of the product in the entire supply pipeline. This includes transportation, packaging, storage and handling methods, and information flow.

The industrial policies in India have prompted manufacturers to build plants in remote, backward areas due to inexpensive land and tax benefits. This poses some serious logistical problems. Apart from a poor road and transportation network, the existing communications system in India leaves a lot to be desired by any international standard. It is in this context that logistics has to be considered in India.

Logistics call for an understanding of the total supply chain, the elements of which include inventories, packing, forwarding, freight, storage and handling. Logistics is responsible for all the movement that takes place within the organization whether it is inbound logistics of incoming, raw materials or movement within the company or the physical distribution of finished goods, logistics encompasses all of these.

Typical logistics framework mainly consists of Physical Supply, Internal Operations and Physical Distribution of Goods and Services. To put it more simply, the material supply logistics starts from the base level of “generation of the demand”, through the “process of purchase” and “supply of material from the vendor” right through to “final acceptance” and “payments to the supplier” and “issue to the indenter” and has to be considered as a “one whole activity” with each stage having an impact on price/cost of material supply.

Logistics is, in itself, a system; it is a network of related activities with the purpose of managing the orderly flow of material and personnel within the logistics channel.

MEANING OF LOGISTICS:

A widespread idea prevails that logistics is the „movement of goods‟ that is narrow concept. Logistics is much more and much wider than mere physical handling of goods. Logistics involves several other functions such as purchasing, plant location, plant layout, etc., and even the disposal of wastes. It covers astonishingly varied professional disciplines. They are:

Facility location Forecasting and order management Planning Transportation : the mode and the route Inventory management: all inventories Warehousing Protective packaging Information: maintenance and flow

DEFINITIONS

Many definitions are given for „logistics‟. Here are some: “Logistics is. Strategically managing the procurement and movement of goods and storage of inventory an all forms.”

The process of strategically managing the procurement, movement and storage of materials, parts and finished inventory (and the related information flows) through the organization and its marketing channels in such a way that current and future profitability are maximized through the cost-effective fulfillment of orders” The study and management of goods and service flows and associated information that set these in motion”

These definitions give the idea of the wide range of functions that logistics covers. A simple definition is: “Logistics is delivery of the required place, at required time, in required person...... efficiently”

GULF WAR:

The idea of what logistics is, from the fact that, in 1991 Gulf War, the US and the allies airlifted half a million people and over half a million tones of materials over 12,000 km and moved additional 2.3 million of equipment by sea, in a short time frame. That kind of movement is more than physical handling. That is logistics.

REVERSE LOGISTICS:

Another dimension to logistics is „Reverse Logistics‟ (Rev Log). Goods return from the consumer point to the original and supply point, for various reasons. Bad delivery, over-supply, damage, expiry failing inspection tests at the customer point, goods unsold etc., are some instances where the materials transverses back. That is Reverse Logistics. The material that has to come back to the original point, or to the original supplier, has also to be handled effectively and efficiently. „Maintain a Rev Log‟ system.

HISTORY OF LOGISTICS:

Logistics can be defined as providing the right type of products and/or services at the right price, time and in the right condition. A quick look at some logistics history may prove very enlightening.

The birth of Logistics can be traced back to ancient war times of Greek and Roman empires when military officers titled as „Logistikas‟ were assigned the duties of providing services related to supply and distribution of resources. This was done to enable the soldiers to move from their base position to a new forward position efficiently, which could be a crucial factor in determining the outcome of wars. This also involved inflicting damage to the supply locations of the enemy and safeguarding one‟s own supply locations. Thus, lead to the development of a new system which can be related to the current day system of logistics management.

During the Second World War (1939-1945), logistics evolved greatly. The army logistics of United States and counterparts proved to be more than the German army could handle. The supply locations of German armed forces were inflicted with serious damages and Germany was not able to wreak the same havoc on its enemy. The United States military ensured that the services and supplies were provided at the right time and at the right place. It also tried to provide these services when and wherever required, in the most optimal and economical manner. The best available options to do a task were developed. This also gave birth to several military logistics techniques which are still in use, at best in a more advanced form.

Logistics has now evolved itself as an art and science. However, it cannot be termed as an exact science. Logistics does not follow a defined set of tables nor it is based on skills inherited from birth. A logistics manager performs his duties and responsibilities based on his educational experiences and intuition. These skills are nourished by a constant application of the same by him for betterment of his organization. The logistics manager ensures that the company is benefited by an effective and efficient system of logistical management. He also needs to ensure that the right kind of products and services are provided at the right time and for a right price, whether inside the organization‟s premises or delivery of shipments outside the premises of the organization.

Logistics has come to be kind of relief for many organizations that formerly looked upon it as a burden. Companies nowadays are hiring people with the requisite knowledge to deliver sustainable enhancements in the field of supply chain management. As has been the case throughout most of logistics history, the task of a logistics manager involves a clear vision and a drive within to deliver results under strict deadlines in addition to his usual responsibilities.

LOGISTICS MARKET:

India‟s railways carry daily an average of twelve million passengers and over a million tones of freight traffic on a network spread over 62,725 km, covering 7,068 stations. It operates on three gauges i.e. broad gauge (1676 mm), meter gauge (1000mm), and narrow gauge (762 and 610mm). Although broad gauge forms only 64.5% of the route, it generated 96% of freight output and 89.6% of the passenger output during 2007-08.

In the same year, total passenger traffic was 4,018 million. 19.5% (12,306 Km) of the total network and 30% of the broad gauge network is electrified. The railways are the largest employer in the country, with over 1.6 million employees. Operating revenue in 2007-08 was approximately 3.7 billion.

The 6000 km long Indian coastline has eleven major ports (managed by the port trust of India under central government jurisdiction) & 163 intermediate ports (under the jurisdiction of their respective state governments) however, as regards capacity, productivity and efficiency Indian ports do not compare well with some of the international ports.

In 2007-08, the total cargo handled at major Indian ports was 251.39 million tones, and growing demand has meant that the average ship turnaround time at these ports is increasing. Dry& liquid bulk account for around 80% of the port traffic in volume, while general cargo constitute the remaining traffic.

India‟s road network of almost 3 million km is one of the largest in the world. With the staggering increase in the motor vehicle population in recent years, the Indian government recognized the urgent need to develop adequate road networks across the country, and has introduced a series of far-reaching measures investment in the network.

The reduction of trade barriers, both on the domestic as well as international front, has led to a rapid growth of the logistics market throughout the world. Items such as Swiss cheese, Chinese gadgets and Italian fashion goods that were earlier limited only to the place of manufacture have now crossed the geographical boundaries to take their place in the international market. This has indeed globalized the area of operations and has benefited several economies.

How that is made possible? Obviously, apart from favorable governmental policies, it is the growth of logistics that has made all this possible. The boundaries have been minimized due to

8 advances in the modes of transportation. Logistics not only deals with delivery of goods at the right time, for right price, and in right condition, but also has extended its role in globalizing the sphere of the products and services.

The growth is eminent in the Asia- Pacific region with China emerging as a global economic power with a seismic effect on the global market of logistics. India is steadily following china‟s footprints by consistent marching into the field of logistics due to favorable market trends, outsourcing and government policies. Developed nation like the United Kingdom and the United States already have strong logistics policies and are keen to outsource from China, India and Asia-Pacific due to the cost factor.

In the current business scenario, there are ample job opportunities for people in the field of logistics and slowly and steadily the area and scope of logistics is on the upswing. With the increase in demand for logistics professionals, logistics organizations are raising their sphere of influence to unparalleled heights. The growth and development witnessed in the logistics sector is likely to fuel further growth for many more years to come. Thus it would be right to conclude that the logistics market finally has its due share with ample job opportunities available and logistics being considered as an integral part of most savvy organizations.

ROLE OF LOGISTICS ARE AS FOLLOWS:

Role of logistics in supply chain management: A supply chain refers to the way that materials flow through different organizations, starting with raw material and ending with finished products delivered to the ultimate consumer. Supply Chain Management can be viewed as a pipelines or conduit for efficient and effective flow of products, services, information from suppliers through the various intermediate organizations out to the customers. Thus logistics plays important role in Supply Chain Mgmt.

ROLE OF LOGISTICS IN THE ECONOMY:

It is important since,

(i) It is important expenditure of businesses.

(ii) It supports movement and flow of many economic transactions.

Logistics adds value by creating time utility and place utility. Mainly it supports the time and place utility. Time utility is the value added by having an item when it is needed, whereas place utility is having the item or services available where it is needed.

ROLE OF LOGISTICS IN THE ORGANIZATION:

In recent years, effective logistics management has been recognized as a key opportunity for the improvement of both the profitability and competitiveness of the organizations. Because of the importance of customer service, many organizations are adopting it and are making their approach as customer driven.

There is a strong relationship between Logistics and the three critical concepts of marketing i.e. the Customer Satisfaction, Integrated Effort an Adequate Corporate Profit

IMPORTANCE OF LOGISTICS:

Logistics is the one important function in the business today. No marketing, manufacturing or project execution can succeed without logistics support. For companies, 10 percent to 35 percent of gross sales are logistics cost, depending on the business, geography and weight/value ratio.

Logistics is comparatively a new term, but not the operation. Logistics has existed since the beginning of civilization. Raw material and finished products had always to be moved, through on a small scale. Things began changing with the advance in transportation. Population began moving from rural to urban areas and to business centers. No longer did people live near production centers, nor did production take place near residence centers. The geographical distance between the production point and consumption point increased. And logistics gained importance. Another factor has come into play recently. Since the early 1990‟s, the business scene has changed. The globalization, the free market and the competition has required that the customer gets the fight material, at the right time, at the right point and in the right condition....at the lowest cost.

1. Logistics is the bed rock of trade and business, without selling and or buying there can be no trade and business. Buying and or selling takes place only when goods are physically moved into and or away from the market. Take away logistical support trade and business will collapse.

2. Leads to customer satisfaction through superior customer service. Organizational objectives of P [Productivity], Q [Quality], C [Cost], D [Delivery],E [Employee Morale], F [Flexibility], S [Safety], H [Health], E [Environment] are set to meet customer expectations of P,Q,C,D,E,F,S,H,E are parts of must be quality that a customer expects. Logistics addresses D, F objectives which lead to satisfaction through superior customer service.

3. integrates logistical activities in a conventional management environment, various activities of logistics work is isolation under different management functions. Each pocket trying to sub optimizes its objectives at the cost of overall organizational objectives. Purchasing trying to purchase at minimum price at the cost of what is needed by operations. Operations produce large quantities at minimum production cost ignoring demand leading to doom inventory. Logistics function of management brings all such functions under one umbrella pulling down inter departmental barriers.

4. Competitive edge: In the fiercely competitive environment logistics provides the edge. Due to technological revolution most of the products are moving into commodity markets. In a commodity market where price is controlled by competition, where there is no product differentiation in terms of quality parameters like performance & reliability, where brands are almost irrelevant, competitive edge is that of availability of product and service in terms of time, place and quantity.

5. Logistics wins or loses wars; British lost American of Independence due to poor logistic Rommel was beaten in the desert by superior logistics of Allies.

Supports critical functions like operation and marketing strong logistics support enables a company to move towards JUST IN TIME production system for survival in a highly competitive market.

IMPORTANCE OF LOGISTICS MANAGEMENT IN INDIA:

Liberalization and opening our door to door competition. Global business has long supply &distribution lines. Changing Indian customer, aware, demanding and less brand loyal. Competition ensures that product differentiation in terms of quality is difficult. Product life cycles are shrinking. Our markets are shifting from „sellers to buyers‟. Many consumer products are moving into commodities market. India is a large country. Large distances separate production and consumption centers. Essential commodities have to travel from Food Corporation warehouses to consumers through PDS. Logistics performance has not been impressive. Fruits and vegetables are grown at various places but do not enjoy access to market.

D. ORGANISATION PROFILE:

VRL LOGISTICS Ltd:

VRL Group was founded by Vijay Sankeshwar in 1976 at Gadag, Karnataka, India. His family had a publication house, which later became a part of VRL Group.

VRL Logistics Limited (formerly Vijayanand Road lines Ltd.), commonly known as the VRL Group, is an Indian conglomerate headquartered in Hubballi, Karnataka, India with operations in around 23 states and 4 union territories in the country. Business operations of VRL Group include road transportation, logistics, publishing etc. VRL Group is one of the large logistics and transport companies in India (incl.4403 vehicles, comprising 396 tourist buses and 4007 transport goods vehicles). Limca Book of Records mentioned it as the single largest fleet owner of commercial vehicles in the country's private sector.

VRL is headquartered in Hubballi, Karnataka and has 931 branches, 40 hubs and transport yards across the country. The headquarters has effluent treatment plant (capacity: 175 thousand liters), rainwater harvesting plant, petrol bunk (allotted by Indian Oil Corporation), and a garage service complex, where VRL‟s trucks passes through in the fleet, once in every two weeks.

VRL's VIJAYAVANI Newspaper is having the largest newspaper Circulation in Karnataka. And also they have News channel in Kannada Language with the name of DIGVIJAYA 24X7.

HISTORY:

VRL was founded in 1976 by DR. Vijay Sankeshwar in Gadag, a small town in North Karnataka with a single truck and a vision that was way ahead of its time. Mr. Vijay Sankeshwar Dropped his School when he was in 10th Standard. He started his Business with a single truck with the brand name of Vijayananda road lines now its name changed To VRL Logistics Ltd. From the Single truck he has 4403 Vehicles and flights. VRL Company mentioned in Limca Book of Record as the largest fleet owner of commercial vehicles in India in the Private Sector.

PROFILE:

ESTABLISHED : 1976

PROPRIETOR : VIJAY SANKESHWAR

HEAD QUARTERS : NH4 BANGALORE ROAD NEAR

VARUR, HUBLI.

COMPANY : VRL LIMITED COMPANY

LOGO AND TAGLINE :

BOARD OF DIRECTORS

Mr. VIJAY SANKESHWAR : CHAIRMAN AND MANAGING DIRECTOR

Mr.ANAD SANKESHWAR : MANAGING DIRECTOR

Mr. R.P.RAICHUR : DIRECTOR (FINANCE) & CO, SECRATARY

Mr. SUDHIR GHATE : DIRECTOR

Mr. J.S. KORLAHALLI : DIRECTOR

Mr. KARUNAKAR SHETTY : DIRECTOR

Mr. SURESH ANGADI : DIRECTOR

REGISTERED OFFICE : 18th km, NH4, Bangalore Road, Varur, Hubballi

ORGANIZATION STRUCTURE:

VISION, MISSION & QUALITY POLICY

VISION: To become the Premier Company that cuts across various segments and emerges as the torchbearer of each segment that it ventures into. MISSION: To provide the highest quality service to our customers by continuously increasing cost efficiency and maintaining delivery deadlines. To encourage our workforce to continuously strive for quality and excellence in everything they do. To promote team work and create work environment that encourages talent and brings out the best in our employees.

QUALITY POLICY: We are committed to provide quality logistics services consistently at reasonable price and to continually improve the same to achieve customers delight on a sustainable basis.

PRODUCT / SERVICE PROFILE:

GENERAL PARCEL & VRL PRIORITY:

General Parcel forms the core of VRL‟s business and involves pan Indian movement of consignments of varying size and weight across the country on a Less than Truck Load (LTL) godown to godown Basis. The Company also provides the option of door collection and door delivery to the customers at a cost. The Priority Cargo business involves door-to-door delivery. VRL offers its goods transportation services across 23 States and, 4 Union Territories covering all major cities and towns in India.

COURIER SERVICE BUSINESS:

VRL offer Courier services for time sensitive documents and packages. Presently, our Courier offering is available within the State of Karnataka. Certain major out-of-Karnataka locations are being serviced through tie-ups with other operators. Our Courier business is operated in 109 towns and cities. Apart from catering to walk-in customers, we also pick up commercial documents and packages directly from customers and deliver these to their assigned destination in a time-bound manner on a door-to-door basis. In compliance with Indian laws, we do not provide service in relation to mail and letters.

FULL TRUCKLOAD SERVICES (FTL):

VRL provide FTL service to our customers by leveraging our broad base of select branches as well as through our network of independent brokerage agents. VRL provide door-to door FTL service to our customers, in which the goods are loaded on to our vehicle at the premises of the customer and then delivered to the specified destination.

OTHER CAPABILITIES:

Within the goods transport domain, VRL also has capabilities for the transportation of vehicles (cars) and liquid transportation. VRL owns a fleet of 102 car carrying vehicles and is a vendor of choice to reputed clientele such as Maruti, Nissan, Hyundai, Toyota, etc. The Company also operates 23 tankers for transportation of liquids and chemicals..

VRL TRAVELS:

VRL is one of the front runners in the Indian Passenger Travel Industry amongst the private sector players. These operations are conducted under the aegis of “VIJAYANAND TRAVELS” covering more than 350 routes connecting nearly 100 destinations with over 396 luxury Buses / Coaches. It is the Market Leader in Karnataka's Private Passenger Travel Industry. Our customer have the choice of several bus types, viz. AC / Non A/c Sleeper coach, AC / Non A/c Semi Sleeper / Seated, etc. Our fleet comprises a wide range of vehicles of several makes such as Volvo, Isuzu, Ashok Leyland, etc to cater to every customer pocket preference.

AREAS OF OPERATION:

VRL has its exclusive offices across 586 towns and cities in India. Operations in this division are conducted through a network of 958 branches and franchisees

CENTRALIZED OPERATIONS:

At the core of the groups transport business is its 43 acre transport cum warehouse complex in Varur, Hubli. This unique facility has all the essential back up services under one roof. The total built up area of complex is 25,00,000 sq. ft. with an additional 1,00,000 sq. ft. of land utilized for sheds and vehicle parking, This complex contains the Head office Building, Transshipment Go down, Workshop, Canteen, Drivers Rest Room, own Diesel Bunk etc.

INFRASTRUCTURE FACILITIES:

• Well Equipped Furniture in Office Cabin • Spacious Area of Logistic • Parking Facilities • Rest Room Facility • Mineral Drinking Water Facilities • A/C Hall for Office Staff

COMPETITORS PROFILE:

• Allcargo Logistics Ltd. • Apollo TriCoat Ltd. • Aegis Logistics Ltd. • S.R.S Ltd. • Fedex Ltd

SWOT ANALYSIS:

After the keen observation over the organizations and the various departments of VRL Logistics the following strengths, weakness, opportunities & threats are found.

STRENGTHS:

• There is dedicated workers increase in growth of their turnover • They provide good service that leads to customer satisfaction • The company is recommended by Indian books association Mumbai • They provide training facility • They have good brand image • They provide direct and indirect employment to many people • They did not undergo any lockout, strike etc • They have their own in house body building of vehicle • They have new courier service called “CARGO EXPRESS” which refers to the 24 hours of service. • The company is having wide network of branches spread all over Karnataka, Andhra Pradesh, Madhya Pradesh, Maharashtra, and New Delhi.

WEAKNESS:

From the analysis of performance of VRL Logistics we found following weakness:

• The garage is centralized all the vehicle must have to come Varur for repair and maintenance • They are highly depend on economic scenario • They only concentrate on rich class of people • There is heavy work load • Low: Advertisements Compared to competitor‟s advertisements. • Limitations of Drivers • Cost of VRL Logistics is high compare to Local Logistics

OPPORTUNITIES:

The company is having following opportunities in the market, they are:

• They can decentralize their garage andoffice • They can concentrate on remote ruralareas • They can enter into international courier and cargo expressservice • Extending the service to other states like Goa and Kerala. • Consumer awareness over the services of „VRL‟ brand has been increasing over the years. • The existing infrastructure can be utilized for a larger capacity • Diversification towards Aviation sector and doing business, acquiring or renting aircraft. • Apart from Aviation sector they are aiming to step into garments, dairy, and steel business. • Company officials have been studying locations across the country for identifying various investment destinations.

Threats:

The company is having following Threats in the market, they are:

• Unethical marketing practices of private brands. • Competitors higher commission rates. • A rise in fuel prices would adversely affect their operations and profitability. • Their goods and passenger transport business are subject to various taxes, which may • Significantly affect their profit.

MARKETING OF VRL.LTD:

As markets change, so does marketing. Marketing is no longer a company department charged with a limited number of tasks. Managing, advertising, sending out direct mail, finding sales leads providing customer service. Marketing must does a companywide understand. It must drive the company vision mission and strategic planning.

Marketing is about deciding who the company wants as its customers, which leads to satisfy what products & services to offer what price to set, what communications to send a receive what channels of distribution to use & what partnership todevelop.

Marketing deals with the whole process of entering markets, establishing profitable Position and building loyal customer relationship. This can happen only if all departmental work together, engineering designs the right product finance furnishes the required funds purchasing buys quality material, production makes quality products on time & accounting measures the profitability of different customers, product & areas.

Marketing is a comprehensive and it includes all resources, and a set of activities necessary to direct and facilitate the flow of goods & services, from producer to consumer in the process of distribution. Marketing encompasses all activities of exchange made by producer & middlemen in relation to trade for the purpose of satisfying customer demand.

MARKETING STRATEGIES:

Marketing strategy is very much important for developing any of the business. Without it, the effort of the business to attract customer is random and inefficient. The main focus of your strategy must make sure that your product should fulfill the demands of the consumers and as well as it maintains the long-term relationship with those customers. To achieve this, you will have to initiate flexible strategy that responds to change in customer demand and perception. It may also give brand names to your product which will help you to run your business in new markets smooth and efficient manner. First of all main purpose of your marketing strategy should be to identify that whether the target customers are satisfied with your product and services of your business.

One you have created and implemented your strategy, try to identify the feed fromyour customer and if any changes or improvement is required apply it for the maximum satisfaction of thecustomers.

This helps you to identify that where your strategy needs to be improved and how itcan be developed, so that it can be implemented for effective action. Before applying any strategy in the business proper planning programs must be organized within the members of theorganization.

“Marketing Strategy is a set of specific ideas and actions that outline and guide decisions on the best or chosen way to create, distribute, promote, and price a product or service (manage the marketing mixvariables).”

A Marketing strategy defines and describes the objectives or planning through which you are going to satisfy your consumer needs in the selected target market. It does not involve written work but, it includes communication between different departments of the business enterprise for example: sales department, managers, executives etc.

In fact it is a set of strategies that implied by the organization in order to increase the growth and development of the business. Normally strategy deals with the manner in which your organization plan to achieve the consumer satisfaction and maximize the profit.

Marketing strategy is a process that can allow an organization to concentrate its limited resources on the greatest opportunities to increase sales and achieve a sustainable competitive advantage. A marketing strategy should be centered on the key concept that customer satisfaction is the maingoal.

BUSINESS ADVANTEGES:

identifies needs and wants ofconsumers determines demand forproduct aids in design of products that fulfill consumers‟needs outlines measures for generating the cash for daily operation, to repay debts and to turn aprofit identifies competitors and analyzes your product's or firm'scompetitive advantage identifies new productareas identifies new and/or potentialcustomers allows for test to see if strategies are giving the desiredresults

BUSINESS DISADVANTAGES:

identifies weaknesses in your businessskills leads to faulty marketing decisions based on improperly analyzeddata identifies weaknesses in your overall businessplan

SETTING THE PROMOTION MIX:

1. ADVERTISING:

An Advertisement is targeted to attract the masses it reaches to large number of people at a time. Advertising is one of the most important tools for promotion which had various ways of advertisement in that advertisement through billboards and media are often used by any of the business enterprise. Consumers mostly perceive goods which are advertised goods, as they assume it is more rightful.

2. PERSONAL SELLING:

Personal selling is most effective tool for building buyers preference, convenience and actions. Personal interaction allows knowing for feedback and adjustmentsif required. If the organization had a good Relationship with Buyers they are more attentive towards personal selling.

3. PUBLIC RELATIONS:

Highly credible; Very believable; Many forms: news stories, news features, events and sponsor ships, etc.; Reaches many prospects missed by means of other forms of promotion; Dramatizes company or product; Often the most underused element in the promotional mix; Relatively inexpensive (certainly not 'free' as many people think--there are costs involved)

4. DIRECT MARKETING:

Many forms: Telephone marketing, direct mail, online marketing, etc.; Four distinctive characteristics: Nonpublic, Immediate, Customized, Interactive; Well- suited to highly-targeted marketing efforts.

5. SALES PROMOTION:

Sales promotion activity consist of promoting the business unit through organizing various contest, programs, functions, distribution of free discounts coupons etcthat attracts attention of the customers, Also offers strong purchase incentives, dramatizes offers, boosts sagging sales Stimulates quick response; Short-lived; Not effective at building long-term brand preferences.

FUTURE STRATEGY:

VRL LOGISTICS LTD is planning to introduce AIR logistics to transport the goods with the lesser time and security. VRL providing facilities of insurance on goods expect liquid and glass goods. VRL logistics also planning to reduce the cost for nearer places. VRL logistics planning to promote their services through social media with brand Ambassador.

FUTURE GROWTH AND PROSPECTS:

The next phase of growth for the Indian economy is expected to be driven by infrastructure development, investments, advancements in transport and logistics infrastructure, sustainable living, changing digital landscape and increased consumerism facilitated by higher incomes and expanding middle class base..

With the GST and related E-waybill implementation we expect good days for the entire domestic road freight transport industry. One of the key achievements of the e-way bill will surely be the effective dissolution of state borders. The amount of time wasted at state borders to validate documents with regards to inter-state movements of goods was a hindrance to any business beyond its home state. Organized players will stand to benefit and the smaller and unorganized players need to step up and meet the compliance requirements which appears very difficult given the present day scenario.

Though the initial days could be chaotic we expect that the stabilization of the GST regime will usher in a new era for our industry. On the passenger bus operations front, we expect that the legislative changes will gradually make way for organized players to sustain and the present day unhealthy competition to wane in the coming days.

CHAPTER 2 LITERATURE REVIEW

1. Drucker 1973, “Strategic marketing as seen as a process consisting of analyzing environmental, market competitive and business factors affecting the corporation and its business units, identifying market opportunities and threats and forecasting future trends in business areas of interest for the enterprise , and participating in setting objectives and formulating corporate and business unit strategies. Selecting market target strategies for the product- markets in each business unit, establishing marketing objectives as well as developing, implementing and managing the marketing program positioning strategies in order to meet market target needs”.

2. Hart & Stapleton 1977, " a statement in very general terms of how the marketing objective is to be achieved, e.g. acquiring a competitive company, by price reductions, by product improvement, or by intensive advertising.The strategy becomes the basis of the marketing plan"

3. Baker 1984, “the establishment of the goal or purpose of a strategic business unit and the means by which it is to be achieved through management of the marketing function"

4. Cravens 1986 “understanding the strategic situation confronting an organization is an essential starting point in developing a marketing strategy”

5. Aramario&Lambin 1991, although marketing has basically an strategic conception of the selling activity, we use to distinguish between strategic marketing and operational marketing, depending on long term or short term objectives. Strategic marketing starts in thoughts about current situation of the company and situational analysis and possible evolution of the markets and the environment, with the goal of detecting opportunities which can establish objectives”

6. Walker, Boyd, Larreché 1992, “ The primary purpose of a marketing strategy is to effectively allocate and coordinate marketing resources and activities to accomplish the firm‟s objectives within a specific product market. Therefore decisions about the scope of marketing strategy involve specifying the target-market segment(s) to be pursued and the product line to be offered. Then, firms seek a competitive advantage and synergy, planning a well- integrated program of marketing mix elements.”

7. Jain 1993, “Marketing strategy is mainly indicated by the marketing objectives, customer and competitive perspectives and product/market momentum (i.e. extrapolation of past performance to the future), form the basis of marketing strategy”...... “Marketing strategy is developed at the\ business unit level. Within a given environment, marketing strategy deals essentially with the interplay of three forces known as the strategic 3 C‟s: the Customer, the Competition and the Corporation. A good marketing strategy should be characterized by a) clear market definition‟ b) a good match between corporate strengths and the needs of the market and c) superior performance, relative to the competition, in the key success factors of the business.

Marketing strategy, in terms of these key constituents, must be defined as a n endeavour by a corporation to differentiate itself positively from its competitors, using its relative corporate strengths to better satisfy customer needs in a given environmental setting. Based on the interplay of the strategic three C‟s, formation of marketing strategy requires the following 4 decisions:

Where to compete. (definition of the market). One or various segments… How to compete, that is, it requires a means for competing . When to compete, that is, it requires timing of market entry.

...... “In its strategic role, marketing focuses on a business‟s intentions in a market and the means and timing of realizing those intentions. The strategic role of marketing is quite different from marketing management which deals with developing, implementing and directing programs to achieve designated intentions. To clearly

24 differentiate between marketing management and marketing in its new role , a term -strategic marketing.- has been coined to represent the latter”.

8. Camara, 1995 ,“Strategy which defines the general principles for reaching objectives related to the specific SBU‟s and target markets. It contains the main directives of the marketing expenditure, marketing actions, and resource allocation in this area. It includes decisions like: segmentation strategies, positioning, communication. The definition of marketing strategies referring to the marketing plan : it is one of the sections which integrate the marketing plan and its own objective is to present an action plan which will be utilised to reach the marketing plan objectives.”

9. Bennet, 1995, " the process of planning and executing the conception , pricing , promotion and distribution of ideas, goods and services to create exchanges that satisfy individual and organizational goals."

10. Sudharsan 1995, “Marketing strategy creates pathways to a desirable future. The output form such marketing strategy analysis and choice (Or strategic marketing decision) is a marketing strategy Statement”

11. Chopra and Meindl, 2001 “A supply chain consists of all stages involved, directly or indirectly, in fulfilling a customer request”.

12. Mentzer et al. 2001, “The systemic, strategic coordination of the traditional business functions and the tactics across these business functions within a particular company and across businesses within the supply chain, for the purposes of improving the long-term performance of the individual companies and the supply chain as a whole.”

13.Handfield& Nichols 1999 “A supply chain encompasses all activities associated with the flow and transformation of goods from the raw material stage, through to the end user, as well as the associated information flows”.

14.Christopher 1998 “The supply chain is the network of organizations that are involved, through upstream and downstream linkages, in the different processes and activities that produce value in the form of products and services in the hands of the ultimate customer”.

15.Lee & Corey 1995 “The integration activities taking place among a network of facilities that procure Raw material, transform them into intermediate goods and then final products, & deliver Products to customers through a distribution system”

16.Ganeshan and Harrison 1995 “A supply chain is a network of facilities and distribution options that performs the functions of procurement of materials, transformation of these materials intermediate and finished products, and the distribution of these finished products customers.”

17.Cooper &Ellram1993 “SCM is an integrative philosophy to manage the total flow of distribution channel from the supplier to ultimate user”

18.Cavinato 1992 "The supply chain concept consists of actively managed channels of procurement and distribution. It is the group of firms that add value along product flow from original raw materials to final customer”.

19.Towil, Naim, and Wikner 1992 "The supply chain is a system, the constituent parts of which include material suppliers, production facilities, distribution services, customers linked together via the feed forward flow of materials and the feedback flow information”

20.Scott & Westbrook 1991 “supply chain is used to refer to the chain linking each element of the process from, raw materials through to the end customer”

21. Novak &Simco 1991 “The supply chain management covers the flow of goods from supplier through manufacturer and distributor to the end-user”

RESEARCH GAP

The review of literature suggests that most of the studies have been done on issues related to customer satisfaction and marketing strategies of VRL logistics in India. However, not sufficient work has been done in India with regard to logistics services and customer satisfaction issues. The present study intends to know the determinants of customers „satisfaction in logistics service concern regarding Indian context.

We have found gap analysis to be a very useful tool for understanding and discussing the root causes of customer dissatisfaction and providing guidance as to the plan of action required to improve customer satisfaction.

CHAPTER 3 RESEARCH METHODOLOGY

NEED FOR STUDY:

The main purpose of study is to analyses Current Market Condition, Customer Satisfaction and effective&efficient Marketing Strategies applicable to Logistics Company. In connection to that, suggesting suitable measures to the company for better improvements so that they reach at greater heights and be the apex in logistics.

OBJECTIVES OF STUDY:-

To understand Customer satisfaction level towards VRL Logistics Ltd. To identify the problems if any in the field of customer satisfaction in the logisticssector and to come out with solution for the problem. To study the Marketing Strategies applicable to the Logistics Company. To examine the marking strategies of VRL Logistics Ltd. to tackle the stiffcompetition To study the current market condition, track the performance and lay down the strategies for successful marketing ofVRL Logistics Ltd.

SCOPE OF THE STUDY:-

This study is restricted to the logistics services offered by VRL services & the time period of the study of 8 weeks (56days) is between Dec 2018 to Feb 2019. The study provides the impact of the level of logistics service in the market. The project determines helps to show the customer Satisfaction towards the Logistics Service. The project deals with measurement of service, and Marketing Strategies in VRL Logistics Ltd.

IMPORTANCE OF STUDY:-

To begin with, as a part of the curriculum a “Project work and Report” program was to be conducted for a period of two months (8weeks).

Given a choice one was allowed to choose the field in which he/she was interested. As my interest and curiosity was in marketing Strategies in Logistics, I choose to work with an one of the India‟s Largest Logistics company named VRL Logistics Ltd., I choose the VRL Logistics company because with this Company I can explore myself Because, of Its Brand Name.

The Marketing Strategy is a very essential to the growth of the company along with the study of Customer Satisfaction. Due to this Project and Report, I have learnt every aspect of marketing Strategies, Customer Expectations and Logistics Process. Applying Marketing Strategies along with Study about Customer Satisfaction Helps to analyze the Market.

LIMITATION OF STUDY:-

A Project that is undertaken, any research that is carried out or any venture that is to be accomplished is not without its share of limitations. Limitations are present irrespective of the scale of intensity of the research undertaken. I was no exception. I too came across limitation but was not discouraged.

Nearly all the companies maintain a certain degree of secrecy. There were hesitations while providing an outsider with the information & feedback regarding the company‟s strategies & even financial data. To overcome this shortcoming secondary sources were tapped for required information. These sources were checked for ensuring their Authenticity bias. Numbers of visits were made for procuring a single appointment.

Since only Some samples were taken for study the generalization made for the entire population may not betrue.

The study is targeted to the small business and so acceptance of VRL services by corporate and individuals have not been covered under the study, because they form major source of revenue forVRL.

But I have put in my honest efforts to make this project a useful one for every one who reads it.

CHAPTER 4 DATA ANALYSIS AND INTERPRETATION

1. Age: A) < 20 B) 21-40 C) 41-60 D) 60 > Table no: 4.1.1

Particulars Respondents <20 1 21-40 33 41-60 51 60> 15 Total 100

Chart no: 4.2.1

Age

<20 21-40 40-60 60>

Interpretation

According to the analysis, most of the respondents are in the age between 41-60 and 33% of the respondents are under 21-40 years of age.

2. Occupation : A) Government B) Business C) Agriculture D) Others Table no: 4.1.2

Particulars Respondents Government 6 Business 61 Agriculture 15 others 18 Total 100

Chart no: 4.2.2

Occupation of customer

Government Business Agricultre others

Interpretation According to the analysis done by the researcher, most of the respondents occupation are business people, 15% are of agriculture, 18% belong to other kind of occupation.

3. How did comet know about VRL logistics service? A) Friends B) Advertisement C) Relatives D) Others Table no: 4.1.3

Particulars Respondents Friends 28 Advertisements 23 Relatives 12 others 37 Total 100

Chart no: 4.2.3 how did you come to know about vrl logistics services

Friends Advertisement Relatives Others

Interpretation

According to the analysis, respondents got to know about the VRL logistics through many aspects, in this study 24% of them got to know through friends, 19% got to know through advertisements, 13% of them through relatives and 30% of them through other means

CHI SQUARE TEST

Interpretation:

Level of significance: 0.05

Hypothesis: Null Hypothesis

According to the analysis, the opinions of the respondents are equally distributed among the four options.

4. How often you use logistics service? A) Daily B) Monthly C) Weekly D) as and when necessary Table no: 4.1.4

Particulars Respondents Daily 9 Monthly 51 Weekly 22 As when necessary 18 Total 100

Chart no: 4.2.4

How often you use logistics servies

Daily monthly weekly when nessary

Interpretation

According to the analysis, 51% of the respondents use logistics services on monthly basis, 22% of respondents use on a weekly basis and 18% as when necessary.

CHI AQUARE TEST

5. Rate of the following factors in relating to VRL logistics service?

Table no: 4.1.5.

PARTICULERS EXCELLLENT VERY GOOD AVERAGE POOR

1. SAFETY 61 33 5 1

2. IN TIME 63 21 13 3

DELIVERY

3. SERVICE 71 23 6 0

Chart no: 4.2.5

50 Excellent 40 very good average 30 poor

0 safety in time delivary servies

Interpretation:

According to the analysis done by the researcher, the VRL logistics services are excellent in terms of Safety, delivery and services.

6. Compared to other logistics service do you feel VRL charges are reasonable? A) Yes B) No

Table no: 4.1.6

PARTICULARS RESPONDENTS YES 83 NO 17 TOTAL 100

Chart no: 4.2.6

Compare to other logistics servies do you feel VRL charges are reasonable

yes no

Interpretation: According to the analysis done by the researcher, 83% of the respondents feel VRL charges are reasonable.

7. Any time in the past parcel was missed and not delivered to you? A) Yes B) No Table no: 4.1.7

PARTICULAR RESPONDENTS YES 9 NO 91 TOTAL 100

Chart no: 4.2.7

any time in the fast parcel was missed and not deliverad to you

no yes

Interpretation:

According to Analysis, 91% are the respondents‟don‟t feel that in past the parcel was no missed or not delivered to the respondents.

8. If yes, how frequently it has happened? A) One day C) One week B) Two day D) Others Table no: 4.1.8

PARTICULARS RESPONDENTS ONCE IN A WEEK 2 ONCE IN A QUARTER 1 ONCE IN A MONTH 1 ONCE IN YEAR 5 TOTAL 9

Chart no: 4.2.8

if yes how frequently it has happened

once in week once in quarterr once in a month once in year

Interpretation:

According to the analysis, 9 respondents have told yes, out of which 5 people told it happens once a year.

9)How long VRL logistics service took rectify your complaint? A) One day B) Two days C) One week D) Others

Table: 4.1.9

Particulars Respondents One day 71 Two days 8 One week 18 Others 3 Total 100

Chart: 4.2.9

How long VRL logistics services took to rectify your complaint

one day two day one week others

Interpretation:

According to the analysis, 71 respondents told it will take one day,8 respondents told it will take two days,18 respondents told it will take one week and 3 respondents told others.

10. How do you rate the behavior of the VRL staffs? A) Very Good B) Good C) Average D) Poor

Table: 4.1.10

VERY GOOD GOOD AVERAGE POOR

81 9 8 2

Chart: 4.2.10

How do you rate the behaviour of the VRL staffs

Very good good Average poor

Interpretation:

According to the analysis,81 respondents told the behaviour of VRL staffs are very good,9 respondents told the behaviour was good,8 respondents told average and 2 told it was poor.

11. Does VRL handle the customer complaints immediately? A) YES B) NO

Table: 4.1.11

PARTICULARS RESPONDENTS YES 96 NO 4 TOTAL 100

Chart 4.2.11

Does VRL handle the customer complaints immeditely

yes no

According to the analysis, 96 respondents told that VRL handle the customer complaints immediately and 4 respondents told no.

12. What is your overall satisfaction level of VRL Logistics service? A) Highly satisfied B) Satisfied C) Not satisfied

Table: 4.1.12

PARTICULARS RESPONDENTS HIGHLY SATISFIED 83 SATISFIED 13 NOT SATISFIED 4 TOTAL 100

Chart 4.2.12

what is your overall satisfation level of VRL Logistics service

Highly satisified satisfied not satisfied

INTERPRETATION According to the analysis,83 respondents told they are highly satisfied with the service,13 respondents told they are satisfied and 4 respondents told they are not satisfied.

13. What made you use V.R.L services? A) Cost B) Time C) Quality D) Services E) All of the above

Table: 4.1.13

PARTICULARS RESPONDENTS COST 4 TIME 3 QUALITY 2 SERVICES 8 ALL OF THE ABOVE 83 TOTAL 100

Chart: 4.2.13

What made you use VRL services

Coast time Quality Services All the above

Interpretation:

According to the analysis, almost all the respondents made use of cost, time. Quality and services in VRL logistics

14. How would you rate VRL Logistics in terms of Price?

A) Excellent B) Good C) Average D) Poor Table no: 4.1.14

Particulars Respondents Excellent 32 Good 56 Average 9 Poor 3 Total 100

Chart no: 4.2.14 How would you rate VRL Logistics in term of prices

Excellent Good Average poor

INTERPRETATION

According to the analysis, 56% of the respondents rate good, 32% of the respondents rate excellent in terms of price in VRL logistics.

CHAPTER 5

SUMMARY OF FINDINGS, SUGGESTIONS AND CONCLUSION

FINDINGS:

Research show that some of the respondents are not convenient with price offered by the VRL courier service. Most of the respondents are satisfied with the safety aspects of VRL courier service of their parcels. According to respondents VRL courier service quick and safe. During the survey I found that the VRL booking points are near to the respondents in Bangalore While making survey report I found that handling customers‟ problems and complaints in VRL office is good. While making survey I found that VRL charging of price if little high compare to others. During the survey I was found behavior of the VRL staffs with customer is good. I was found during the survey VRL takes the less time to rectify the missing parcels Some departments are not computerized but finance department is computerized. VRL Ltd. maintains its day to day transaction on the books or records or kept manually that influences its business activity. Communication is made through phone and internet facility.

SUGGESTIONS:

MY SUGGESTIONS:

Following suggestions should be taken into consideration in regarding to VRL Company…

The company must improve its current servicefacilities. The company must introduce more advanced trucks and hire truck drivers, as present Trucks are not so muchadvanced. The company should introduce its services in new routesalso. To retain the employees by providing them incentives as to motivate and encourage for theircontribution. A proper blend of quality, time of work as well as inter-personal relationships should account for the appraisal system as each one of them is equallyimportant.

CUSTOMERS SUGGESTIONS:

Give little more attention and care to customers complaints.

Keep the price charge by VRL should be competitive

Some of respondents want to improve the human relation of the VRL staffs with customers. Most of the customers suggest give some discount to regular customer and offer some attractive scheme. Company should keep in touch with the customer after the service so that it helps in identifying the problems faced by the customers and the outcomes help to the company.

CONCLUSION:

Based on the overall study of the company the financial position of the company is sound. Vijayanand travels is one of the nationally renowned and transport company in south India. The company is having the very good brand image in the customers mind. And it is marketing its product under the brand name of “VRL”. The employees in Vijayanand travels are hardworking and dedicated. The company has increasing profit and net worth .Thus, company performed very nicely from itsbirth.

All the departments play a vital role in every organization. The overall study that emerges in this firm has maintained well and efficient department in the management. It‟s all sections are working efficiently. The overall capacity of all the departments is well systematic.

In the course of study I have not only acquired theoretical knowledge and also practical knowledge in this firm. I conclude that all the departments functions should have modern techniques towards other departments.

LEARNINGEXPERIENCE

An organization study at Vijayanand travels, as an in plant training during the MBA course of Bangalore University has really enabled me to understand the organizational structure of the corporate world to an extent and the ways and means how functions. As Vijayanand travels is one of the leading industry in travel sector. This organization has a large investment and a good number of people working in it. Here, is a well-established organizational structure with the top level management, middle level management, and the bottom level management.

BIBLIOGRAPHY

BOOKS:

Marketing management V.S.Ramaswamy Third edition Macmillan India ltd. Business Research Methods O.R Krishnaswami B.G Satyaprasad Third Edition Himalaya Publication House

WEB SITES:

WWW.VRLLOGISTICS.COM WWW.SCRIBD.COM WWW.WIKIPEDIA.COM WWW.GOOGLE.COM

ANNEXURE

QUESTIONNAIRE:-

Name : Tel phone no: Address: E-mail ID:

1. Age:

A) < 20 B) 21-40 C) 41-60 D) 60 >

2. Occupation :

A) Government B) Business C) Private job D) Agriculture E) Others

3. How did comet know about VRL courier service?

A) Friends B) Advertisement C) Relatives D) Others

4. How often you use courier service?

A) Daily B) Monthly C) Weekly D) as and when necessary

5. Rate of the following factors in relating to VRL courier service?

PARTICULERS EXCELLLENT VERY GOOD AVERAGE POOR

1. SAFETY

2. IN TIME

DELIVERY

3. SERVICE

6. Compared to other courier service do you feel VRL charges are reasonable? A) Yes B) No

7. Any time in the past parcel was missed and not delivered to you? A) Yes B) No

8. If yes, how frequently it has happened? A) Once in a week B) Once in a quarter C) Once in a month D) Once in year

9. What time VRL courier service took rectify your complaint? A) One day C) One week B) Two day D) Others

10. How do you rate the behavior of the VRL staffs?

VERY GOOD GOOD AVERAGE POOR

11. Does VRL handle the customer complaints immediately?

A) YES B) NO

12. What is your overall satisfaction level of VRL Logistics service? A) Highly satisfied B) Satisfied C) Not satisfied

13. What made you use V.R.L services? A) Cost B) Time C) Quality D) Services

14. How would you rate VRL Logistics in terms of Price?

A) Excellent B) Good C) Average D) Poor

Date: Signature

Thank you for your co-operation and a valuable feedback