CHAPTER 1

INTRODUCTION TO PROJECT

1|Page

1.1 Need of Study

There is a well-known proverb Without practical knowledge no one can achieve success. It is like experience is the best teacher. One can learn from the facing a situation. The main aim or the objective of any study is to clarify the thinking of student

This study is taken up to fulfill the requirement of M.B.A degree of Punjab technical university. The training is undertaken during May 2012 to June 2012 and the main purpose of the training is to know the application of the theoretical aspects in our course in the corporate environment and gain firsthand experience and expose ourselves to corporate policies, ethics, culture, practices, procedures, facts about the work culture and policies of the company

1.2 Consumer A consumer is an individual who purchase or has the capacity to purchase goods and services offered for sale by marketing institutions in order to desires. According to a statement made by Mahatma Gandhi, consumer refers to the following, A consumer is the most important visitor on our premises. He is not dependent on us. We are dependent on him. He is not an outsider to our business. He is part of it. We are not doing him a favor by serving him. He is doing us a favor by giving us an opportunity to do so satisfy personal or household needs, wants or

1.3 Customer satisfaction: Satisfaction is the persons feelings of pleasure or disappointment resulting from comparing a products perceived in relation to his or her expectations. In general, if performance of the products matches the expectations, the customer is said to be satisfied. Customer satisfaction, a business term, is a measure of how products and services supplied by a company meet or surpass customer expectations. In a competitive marketplace where business complete for customers, customer satisfaction is seen as a key differentiator and increasingly has become a key element of business strategy. If performance exceeds expectations, the customer is said to be highly satisfied or delighted. If the performance falls short of expectations, the customer is said to be dissatisfied. 2|Page

1.4 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: 1. Facility location 2. Forecasting and order management 3. Planning 4. Transportation: the mode and the route 5. Inventory management: all inventories 6. Warehousing 7. Protective packaging 8. Information: maintenance and flow Definition Many definitions are given for logistics. Here are some: Logistics is ....... Strategically Manageing the procurement and movement of goods and storage of inventoy 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 organisation and its marketing channels in such a way that current and future profitability are maximized through the cost-effective fulfillment of orders 1.5 Objective of Study 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 To give feasible suggestion to the company about the improvement in quality of services Research area is Ahmedabad city

3|Page

CHAPTER 2 INTRODUCTION TO COMPANY

4|Page

2.1 History of company

Nitco Logistics Pvt. Ltd. is a byword in the road transport industry in India today. With over 45 years of experience in the business, the company is synonymous with safety and reliability. Whether it is personalized customer service, time-bound performance or careful handling of cargo, there's an ever growing base of loyal customers who count on Nitco Logistics. With its headquarters at Jammu Nitco has established a strong presence from Srinagar in the north to Madurai in the south and from Mumbai in the west to Guwahati in the east. Nitco Logistics offers you a reliable and flexible service package that is customized to suit specific requirements. The company covers all major industrial and commercial centers across India. The company is committed to:

Total Customer Satisfaction Pursuit of Excellence Fulfill Corporate Social Obligations Global Quality Service

Management The Management of the Company is committed to maintaining an organization dedicated to growth and satisfaction of its customers, staff and shareholders. The Directors coming from various backgrounds are experts in the fields of finance, law, fleet handling, travel servicing, project handling, marketing, etc.

Divisions & Subsidiaries To ensure effective management and focused customer service, Nitco has hived off separate Strategic Business Units as separate subsidiaries in the parent company, Nitco Logistics Pvt. Limited. 5|Page

Divisions of Nitco

D2D Express Cargo Nitco Logistics Nitco World Travels Nitco Fleet Unit Nitco InfoTech & Education center Nitco Estate Division

Subsidiaries of Nitco

Nitco Air Express Pvt. Limited Superfast Transport Pvt. Limited

Network Several global and national corporate houses rely on our extensive market knowledge and national presence to optimize their supply chain resulting in reduced costs and increased inventory velocity. This in turn enhances customer satisfaction, raises profitability and builds strategic advantage. Our Network comprising of 200 company offices, 500 agents, 1350 vehicles and over 5000 dedicated employees provide companies with innovative solutions spanning the length and breadth of the nation. Furthermore, our international network covering 5 continents ensure delivery of your safe and timely pickup an 700 points of presence in India Covering 575 of Indias 588 districts 1350 vehicles on road at any given instant 5000 dedicated Personnel

6|Page

Automotive

With hyper competitive global growth in the Automotive sector companies are focusing on the search for competitive advantage. Fashion

Fashion is the definition of a dynamic fast paced industry. With extended Supply chains, lead times and communication is of critical importance. Pharma

Unlike most supply chains the urgency associated with providing life-saving products is a major responsibility that we take very seriously. Manufacturing

In the manufacturing sector, focus on reduction of material and labor costs is leading companies to source from countries with lower cost Retail

With the retail boom in India, multi-channel national retailing requires increased complexities and planning. Technology

Time criticality is of the utmost importance in staying ahead of the competition and providing informed customers with the latest products, before they become technically redundant. Freight Forwarding

Building global partnerships within the logistics sector is key to achieving economies of scale and proving customers with the most effective one stop global solution. Publishing

7|Page

Publishing is a dynamic global industry with a unique set of supply chain needs. Companies in the publishing industry must balance speed to market, reduced total landed cost, sufficient and timely availability of inventory in order to meet the ever changing expectations of customers.

. Main CLIENTS Honeywell Punjab national bank Raymond Havels Powering Lives IKEA Gammon Big Bazar Johnson & Johnson Cipla Dr.Reddys Bostik Penguin Bata Bombay Dyeing Cromptom Greeves Disney Escorts Reliance Dell Kimberly Clark Jagson Pal PEARSON prentice hall Bosch

Social Corporate Responsibility The company is keenly aware of its social obligations to the community and the country. With the increasing congestion on our roads, safe driving campaigns and environment programs have become important social projects for the company. Nitco is lending a helping hand in providing a safe & pollution free environment through regular tree plantation drives. Educational scholarships are granted each year to promote primary and higher learning for the families of our work force. Additionally through the Harbans Bhalla Educational Trust (LINK) a total amount of over 1220 scholarships in the Jammu district has been

8|Page

distributed to empower children who are: Orphans, Physically challenged, belonging to economically needy. The importance of healthcare, family planning and birth control is constantly propagated among its employees. Special incentive schemes have been initiated to encourage small, healthy families. The management of the company is also deeply involved in "The Bee Enn Charitable Trust" which operates the only ISO 9001-2000 certified hospital in Jammu. Free medical camps are also held in rural areas where medical are not available. NITCO also conducts AIDS Awareness camps for NITCO Drivers

2.2 Company structure of NITCO Chairman Managing Director General Manager Ass. General Manager

Finance Dept. Senior Manager Finance Manager Accountant Officers

Marketing Dept. Senior Manager Marketing Manager Marketing Executive F.S.R.

Personnel Dept. Senior Manager Personnel Manager P.R.F. Executive

A systematic & well-defined organizational structure plays a vital role & provides accurate information to the top-level management. An organization structure defines a 9|Page

clear-cut line of authorities & responsibilities among the employees of NITCO. The Organization structure of NITCO is well-arranged structure. At a glance a person can completely come to know about the organization structure. NITCO is leaded by the director under him five branches viz. Factory, Marketing, Accounts and Human Resources Department. NITCO logistics has a separate general manager under him there are five braches viz. Production, Stores, Distribution, Storage, and Quality. This department takes care of the work. Marketing department has regional senior marketing manager and under him there is a regional manager. This department takes care of the marketing aspects of NITCO. Accounts department takes care regarding accounts i.e. day-to-day work. Under the accountant there is one clerk.

2.3 Product Range of Nitco

3PL Services At NITCO 3PL it help you combine strategic capabilities and proven experience to your business needs by providing global supply chain solutions to help you streamline your distribution networks, gain efficiencies, reduce costs, improve customer satisfaction, and ensure better utilization of assets and capital. With the institutionalization of the Third Party Logistics concept, NITCO 3PL allows clients to focus on core competencies while leaving logistics to the experts and improves response and flexibility under changing business circumstances. Some of our services include

Supply Chain Analysis and Design Raw material sourcing, transportation and warehousing International Supply Chain Management

10 | P a g e

In-plant Logistics Assembly and Co-packing and finished Goods warehousing Service Parts Logistics E-Fulfillment Reverse Logistics Environmental Compliance

Air and Sea Freight Services NITCO Air Express delivers what you want, where and when you want in no time at all. We offer you a comprehensive and customized distribution & warehousing service through our widely spread, we offer international air and sea cargo. NITCO Air Express is your one stop freight forwarding company. Having a direct liaison with the world's top airlines and shipping lines, we assist you in all your air and shipping needs. No matter how large or small your cargo may be, we take great care right from dispatch to delivery, constantly, tracking the shipment en route. Above all, we offer very competitive prices and also have the flexibility and resources to handle any special needs you may have:

IATA accredited and a registered, Customs Clearing & Forwarding Worldwide Door to Door delivery & International Air and Sea freight services Specialization in Import of 100% E.O.U, DEPB, EPCG, DEEC and other goods A widespread network of overseas agents across the world Well trained work force to handle heavy machinery and delicate cargo with ample care

State-of-the-art equipment with special containers with container locks and special trailers ensure maximum safety.

NITCO Auxiliary Services NITCO Logistics incredible growth story over the last 5 decades has led to let us to have internal verticals for better management of resources. These include

11 | P a g e

 . NITCO InfoTech & Education Center

The Technology backbone of the NITCO group, managing the diverse needs of the vast geography of the NITCO network. Our services include portal management, development and management of ERP, CRM, Package tracking and custom applications. NIC is also manages the companies nationwide VPN network and is a single point of contact for ongoing system Implementation and maintenance services. The success of NIC is signified by the fact that it now offers its services externally to our 3PL and external clients. Contact your NITCO representative to learn what NIC can do for you.

NITCO Fleets With our fleet strength of over 1350 vehicles, NITCO Fleets division manage our fleet of energy efficient GPS enabled vehicles including vans trucks and trailers for handling any type of cargo, no matter how large in scale or small in lot. Use of specially equipped vehicles operated by experienced drivers has given the company a solid reputation in the cargo movement industry

NITCO Estates
In addition to managing our vast real estate portfolio across the nation, NITCO Estates division also manages close a 9 million square feet of warehousing for the company. The company is actively looking for relationships in the warehousing real estate space. Contact us to learn more.

NITCO D2D Express Service D2D Express Cargo, a specialized service division of the NITCO Group helps your cargo to reach its destination on time easily with complete safety. We provide an efficient and economical door to door pick-up and delivery solutions so you don't have to be so pressured by declines, production shortfalls, or broken equipment .If it has to be there today, D2D Express ensures it will be the most comprehensive and fastest solution transporting cargo by rail, road, air nationwide and consignment handling, multi-modal 12 | P a g e

transportation services with the widest network covering 575 out of all 585 districts in India and also the SAARC countries, D2D Express exceeds your expectations, evolves with your needs and delivers simple, trouble- free cargo services to a range of industries. With its unmatched fleet strength of 1350 surface vehicles, 352 schedule routes and with its state-of-the-art tracking/tracing and communications systems, D2D always ensures ontime delivery with all risks covered. Additionally, d2d Express have taken long term lease of SLR's on MAIL/Express transform the Indian Railways on long and problematic routes such as -Mumbai, Kolkata, Bangalore and Chennai. As India's leading multi-modal cargo distribution leader, D2D in alliance with Indian Airlines provides you an undisputed advantage in cargo deliveries on priority basis across the country. NITCO Roadways Service The core business of Nitco Roadways, Cargo Transport, extends to the length and breadth of the country. Cargo is transported to even the remotest location in the country with effective route management and in the shortest time frame. In addition to the normal cargo transport, various other value added services are also provided by Nitco Roadways. These services include Door Delivery of consignments, booking of goods for Full Truck Load and many more. The following are the special features of our cargo transport services:

Invoicing & Commercial Document support Real Time Package tracking Octroi Payment & Collection A Highly Reliable National & Feeder Route Network

13 | P a g e

2.4 Financial Analysis

Introduction
Financial management is that managerial activity which is concerned with the planning and controlling of the firms financial resources. Finance is nothing to other but the money. Money is necessary input for economic activities. In the other wards Finance is the common denominator for carrying out vast range of corporate objectives. The finance is raised from members by a way of share capital. In this share capital is limited. This unit has invested so many rupees in the structure of organization. Nitco has a long-term finance project. Financial Details Name of bankers State Bank of India Canara Bank UTI Bank Ltd Corporation Bank

Name of the Auditor: A.B. Gadhvi, Special Auditor (Logistics)

14 | P a g e

2.5 Future Projections

To achieve and maintain competitive advantage, innovation in Vehicles and

delivery are increasingly essential. To innovate at each stage in value chain processing, marketing and trading. To devise more effective ways of attracting and retaining skilled human resources To provide them an adequately self-motivating work environment that draws the best out of them on a sustained basis. The Transportation Project is a collective effort of the Union and Bank. This requires financial support from co-participation of Bank

Future Challenges
The organization may face the following challenges in the future: Global demands and changes Foreign affiliations Competition Liberalization Changing values Urban shifting Changing interests Adoption of latest technology Production according to international standards with foremost quality Increase need for R&D. To keep the prices steady and reduce maintenance expenses. Expansion and upgrading of branches and vehicles to meet increasing delivery with the help of better-qualified personnel Development of new markets and expansion of old ones replacing additional system with quality packaged. Creating a national information network to ensure that accurate timely information is available to all who need it. These are some of the challenges, which the organization foresees and requires coping up with.

15 | P a g e

CHAPTER 3 INDUSTRY PROFILE

16 | P a g e

3.1 Name of the Player and their Product Range

The name of Logistics Company and their product range in Indian logistics industry are given below

Name of Company

Product Range

Container Rail

CFS

Trucking Warehouse

MTO Express

Third party

Concor Gateway Distriparks Allcargo Global TCI GATI Shreyas Logistics Blue Dart

YES YES

YES YES YES YES YES YES YES YES YES YES YES YES YES YES YES YES

YES

17 | P a g e

List of private players with Pan India license

Adani Logistics Arshiya International Boxtrans Logistics India Central Wa rehousing Corporation Concor Container Rail Road Services Delhi Assam Roadways Emirates Trading Agency

Gateway Rail Freight Hind Terminals India Infrastructure & Leasing Innovative B2B Logistics Solutions Pipavav Railway Corporation Reliance Infrastructure Engineering Sical Logistics

3.2 Market Share

The Indian Logistics Industry is estimated at US$ 3.5 trillion in 2012 Generated employment for 45 million people The industry is expected to grow annually at the rate of 15- 20 per cent, reaching revenues of approximately $ 385bn by 2015.

Highly Unorganized with organized sector responsible only for 6% Market share of organized logistics players is also expected to double to approximately 12 per cent by 2015

The size of the 3PL industry is estimated to be~US$1.5 bn in FY11 (1% of logistics cost).

The share of 3PL services is expected to increase from 6% in FY06 to 13% in FY11, at a CAGR of 25%

Logistics costs are 10-20% of GDP Indian Infrastructure is rated 54th among the 59 countries

18 | P a g e

Several factors helped the growth of logistics industry in India over the decade that includes changing tax system, rapid growth in industries such as automobile, pharmaceuticals, FMCG and retail. However, major sectors that are investing huge amounts in logistics industry are aviation, metal & mining and consumer durables. With increasing competition and cost, focus on outsourcing, entry of foreign players is having positive impact on the industry. Three major contributors for the growth of the logistic industry are: emergence of organized retail, increase in foreign trade and India becoming soon the manufacturing hub. As per the World Banks Logistics Performance Index 2010, India is placed at 47th position out of 155 countries.

Logistics Performance Index:

Score

Rank

Overall LPI

3.12

47

Customs

2.70

52

Infrastructure

2.91

47

International Shipments

3.13

46

Logistics competence

3.16

40

Tracking & tracing

3.14

52

Timeliness 19 | P a g e

3.61

56

To improve infrastructure facilities and in turn the logistics industry government implemented several projects such as golden quadril ateral project, east-west and north-south corridors (connecting four major metros), Free Trade and Warehousing Zones (FTWZ) and private participation in the sector. The logistics cost in India which includes inventory holding, transportation, warehousing, packaging, losses and related administration costs is estimated at approximately 13 per cent of GDP and is high when compared to the corresponding figures for major economies. India's multi-layered tax regime, infrastructure bottlenecks and other inefficiencies have been the primary reasons in keeping logistics costs high in India.

Elements of Logistics cost Transportation 35% Inventories 25% Losses 14% Packaging 11% Handling and Warehousing 9%

Share of logistics cost in total sale for various industries

Name of industry

share cost

of in

logistic

total sales

Cement

15%

Steel

6%

F&B

5%

20 | P a g e

FMCG

4%

Durables

4%

Apparel

3%

Auto

3%

21 | P a g e

CHAPTER 4 RESEARCH METHODOLOGY

22 | P a g e

4.1 Objectives of research To identify the customers satisfaction level towards Nitco logistics To identify the different criteria considered by the customers while using service of Nitco logistics To determine the current status of Nitco logistics To find out the customer response towards Nitco logistics Research area is Ahmedabad city

4.2 Research design A descriptive research has been conducted to study consumer satisfaction towards Nitco Logistics because it has gathered the data that described events and then organized, tabulated, depicted and described the data obtained from consumers of Nitco Logistics. We used Descriptive statistics to describe the basic features of data of our study. They provided us simple summaries about the samples and the measures of our study. Descriptive statistics helped us to simply large amounts of data in a sensible way.

4.3 Review of Literature This section deals with the review of literature conducted in regard to the study. Martin (1998) in their study evaluated the qualitative and quantitative differences in logistics and courier. The objective of the study was to identify the customer satisfaction in courier & logistics services in India. The data was collect from 170 customers in two groups: those under the age of 20 and those 65 and over. The important question is satisfaction in services provided in logistics and courier. The results indicated that most of the service provided by the logistics company is satisfied by the customers. From the findings of the study known that most of the customers are loyalty in logistics services provided in the India

Paul Joseph Raj. (2001) in their study evaluated the customer satisfaction in logistics, provided by the various companies. The objective of the study was to identify the customer satisfaction in Logistics services. The data was collected from 150 respondents, under the age from 20 to above 65.From the findings of the study, most of the customers 23 | P a g e

are satisfied with the service provided in the logistics. From the findings of the study, known that, few customers are neutral in services providing quick in delivery.

William M. Weilbacher (2006) evaluates in her study comparison of Indian Logistics & Foreign logistics Services. The objective of this to find out the level of usage in the logistics services in India as well as in globally. The data is mostly collected as secondary data. The scope of the study is broad in nature. From the findings of the study most of the users are very much satisfied in logistics services provided in all the aspects, the satisfaction level is very much satisfied in logistics services in India, on concluding that, logistics are very much useful in all the categories

Rathore Singh (2006) in their study evaluated the impact of logistics services in India, The main objective of the study is to identify the problems in logistics services, and to know about the customers loyalty in the logistics usage, the data is collected from 100 respondents under the age from 22 to above 60, From the findings of the study, most of the respondents are satisfied with the transportation, in transit, Insurance cover provided by the logistics company. Few respondents dissatisfied with the warehouse and the online tracking information. On concluding that the logistics service share useful in all aspects

Robertson. Eliza (2003), in their study on Customer preference in the Courier and the logistics Services, The study used an experimental design in which certain groups of participants were exposed to a logistics to identified it well, The objective of the study is to identify the customer preference in the logistics services. From the findings of the study few customers are dissatisfied with damage of goods when in transit; most of the customers are very much satisfied in the logistics services provided. The result was that the respondents are well aware in choosing the logistics company.

Prof.P.R.S.Sharma (2006) A Study on Current Scenario of Logistics service in India, The objective of the study is , to know the current scenario of the logistics services , and to identify well and measured by using the quantitative and qualitative analysis. The survey was collected mostly from the secondary data as well as primary data; the data is collected from the 75 respondents. From the findings of the study the Indian logistics is pretty good in nature and respondents are well aware of the logistics service providers. 24 | P a g e

Paul E. Hendry (2008) in their study understand the Brand Recall Gati Brand in Logistics and Cargo Needs, The main objective if the study is to identify the brand strategy in Gati , in cargo needs as well in logistics services. The data is collected from the 150 respondents from the Gati, most of the respondents in the age from 22 to above 65, from the findings of the study most of the respondents are well aware and satisfied towards Gati cargo and logistics services.

Prof.Ajay Sharma (2006) evaluated in their research investigated in supply chain management and competitive marketing strategy of major courier and cargo services in India, The main objective of the study is to identify the marketing strategy evaluated he data is mostly collected from the secondary data. From the findings of the study most of the respondents are satisfied with the marketing strategy by the cargo service provided, and few respondents are in not agree with the marketing.

Peter R. Drake (2004) in their study investigates the impact of Logistics services in globally, the main objective of the study is to identify the problems faced in the logistics services by the users, the data is collected from the 100 respondents, from the findings of the study most of the respondents are neutrally aware of the logistics services provided in domestically, and most of the respondents are very much satisfied in the logistics services provided globally.

Prof.Srikanth.Gupta (2008) in their study Customer perception towards logistics services provided in India, The main objective of the study is to identify the customer perception towards logistics services, The data is collected from the 100 respondents, secondary data is been collected mostly from the findings of the study, some respondents are not satisfied with the services provided and few are neutrally satisfied in it. Concluding that the customers are well satisfied in cargo services

25 | P a g e

4.4 Sampling technique The Sampling technique is Convenience Sampling., it is Type of Non Probability Sampling Method

4.5 Sample size The sampling size of the study is 100

4.6 Data collection method Data is collected from various customers through personal interaction. Specific questionnaires are prepared for collecting data. Data is collected with mere interaction and formal discussion with different respondents and face to face contact with the persons from whom the information is to be obtained (known as informants). I ask them questions pertaining to the survey and collect the desired information. I contact the workers of Nitco Logistics Pvt. Ltd. to obtain some of the information. The information obtained is first hand and original in character.

4.7 Statistical Tools used Graphical techniques of SPSS have been used in research as statistical tools

26 | P a g e

4.8 Limitations The study confined to Ahmedabad and may not be relevant to other counter parts. Since only 100 samples were taken for study the generalization made for the entire population may not be true. Time limit is a major constraint As per the company rules many information was not disclosed As the manager is busy in their daily schedules it is not possible for us to spend more time in interaction and discussion with them.

27 | P a g e

CHAPTER 5 ANALYSIS & INTERPRETATIONS

28 | P a g e

Table 5.1: How did you come to know about Nitco logistics? Frequency Percent T.V. Newspaper Magazine other Total ANALYSIS: From the above table it is analyzed that , 65% of the respondents say they got to know about NITCO logistics through word of mouth, 20% of them got to know through others, 5% through newspaper , 8% through magazine and 2% through TV 2 5 8 20 100 2.0 5.0 8.0 65.0 20.0 100.0 Valid Percent Cumulative Percent 2.0 5.0 8.0 65.0 20.0 100.0 2.0 7.0 15.0 80.0 100.0

Word of mouth 65

INTERPRETATIONS: From the above graph, it is inferred that majority of the respondents said that they came to know NITCO through word of mouth. Therefore the advertisement costs are minimal. 29 | P a g e

Table 5.2: For how long you have been using Nitco services?

Frequency 0-6 months 1-2 year 2-3 year 3 yrs. and above Total 5 14 25 56 100

Percent 5.0 14.0 25.0 56.0 100.0

Valid Percent 5.0 14.0 25.0 56.0 100.0

Cumulative Percent 5.0 19.0 44.0 100.0

ANALYSIS: From the above table it is analyzed that 56% of the respondents say they have been using NITCO services more than 3 years, 25% of them are using it from 2-3 years, 14% of them are using it from 1-2 years and 5% from 0-6 months.

INTERPRETATIONS: From the above graph, it is inferred that more than 50% of the customers have been loyal to the company for more than 3 years. This speaks high about the good quality of service provided.

30 | P a g e

Table 5.3: How often do you transport your goods?

Frequency Everyday 2-3 days weekly Fortnight Monthly Total 10 32 39 15 4 100

Percent 10.0 32.0 39.0 15.0 4.0 100.0

Valid Percent 10.0 32.0 39.0 15.0 4.0 100.0

Cumulative Percent 10.0 42.0 81.0 96.0 100.0

ANALYSIS: From the above table it is analyzed that, 39% of the respondents transport their goods weekly, 32% transport it 2-3 days, 15% transport it every fortnight, 10% of them transport it every day & 4% of them transport it monthly once.

INTERPRETATIONS: From the above graph, it is inferred that majority of the customers use the services weekly. This means they often make use of NITCO services.

31 | P a g e

Table 5.4: What made you use Nitco services?

Frequency Cost Time Quality Service Packaging Total 12 8 7 72 1 100

Percent 12.0 8.0 7.0 72.0 1.0 100.0

Valid Percent 12.0 8.0 7.0 72.0 1.0 100.0

Cumulative Percent 12.0 20.0 27.0 99.0 100.0

ANALYSIS: From the above table it is analyzed that, 72% use it for its services, 12% of the respondents use NITCO services for its cost, 8% use it for its time, 7% use it for the quality and 1% for its packaging.

INTERPRETATIONS: From the above graph, it is inferred that most of the respondents use the NITCO services for the services provided by them. Hence the services provided by NITCO are very well enriched. 32 | P a g e

Table 5.5: How was the delivery schedule of the vehicle kept up?

Frequency On time Before time After time Very late Total ANALYSIS: 64 19 10 7 100

Percent 64.0 19.0 10.0 7.0 100.0

Valid Percent 64.0 19.0 10.0 7.0 100.0

Cumulative Percent 64.0 83.0 93.0 100.0

From the above table it is analyzed that, 64% percent of the respondents say that the delivery of goods was on time, 19% say that the delivery was before time, 10% of the respondents say that the delivery was after time and 7% say it was very late from the schedule delivery.

INTERPRETATIONS: From the above graph, it is inferred that the delivery was often before time and at time to the schedule delivery which denotes a good remarks. Hence it is clear that there is little area of improvement.

33 | P a g e

Table 5.6: How would you rate Nitco logistics in term of price?

Frequency excellent Average Good Poor Total 39 32 19 10 100

Percent 39.0 32.0 19.0 10.0 100.0

Valid Percent 39.0 32.0 19.0 10.0 100.0

Cumulative Percent 39.0 71.0 90.0 100.0

ANALYSIS: From the above table it is analyzed that,39% of the respondents rated the pricing as excellent, 32% respondents were average, 19% of the very respondents quoted as the pricing style to be good and the rest 10% stated as the price to be poor.

INTERPRETATIONS: From the above graph, it is inferred that quite a majority of the customers were satisfied with pricing strategy offered by NITCO. Hence it can be said that the service provided in respect of price is satisfactory. 34 | P a g e

Table 5.7: How would you rate Nitco logistics in term of service?

Frequency Excellent Average Good Poor Total ANALYSIS: 69 21 6 4 100

Percent 69.0 21.0 6.0 4.0 100.0

Valid Percent 69.0 21.0 6.0 4.0 100.0

Cumulative Percent 69.0 90.0 96.0 100.0

From the above table it is analyzed that, 69% of the respondents say that the service of NITCO are excellent, 21% say it is good, 6% were average respondents and 4% respondents say it is poor.

INTERPRETATIONS: From the above graph, it is inferred that 69% of the respondents say that the services of NITCO are excellent & good. So the services provided by NITCO are very good and the customers make use of NITCO for its services. 35 | P a g e

Table 5.8: How would you rate Nitco logistics in term of handling of goods?

Frequency Excellent Average Total ANALYSIS: 36 64 100

Percent 36.0 64.0 100.0

Valid Percent 36.0 64.0 100.0

Cumulative Percent 36.0 100.0

From the above table it is analyzed that, 64% of the respondents say that the handling of goods is Average and 36% of them say it is excellent.

INTERPRETATIONS: From the above graph, it is inferred that the handling of the goods by NITCO seems to be very good as of all the respondents say its good & excellent. NITCO seems to take the utmost care of the goods.

36 | P a g e

Table 55.9: How close were the branches from your place? Cumulative Percent 43.0 98.0 100.0

Frequency Valid Near Close by Far Total ANALYSIS: 43 55 2 100

Percent 43.0 55.0 2.0 100.0

Valid Percent 43.0 55.0 2.0 100.0

From the above table it is analyzed that, 55% of the respondents say that the branches, warehouses, booking points and delivery spots were close by, 43% say near and 2% say they are far.

INTERPRETATIONS: From the above graph, it is inferred that the NITCO branches are close to customers place of work. This ensures easy accessibility to the customers to the services of NITCO.

37 | P a g e

Table 5.10: What do you feel about the distribution system of Nitco? Cumulative Valid Percent Percent 21.0 42.0 33.0 4.0 100.0 21.0 63.0 96.0 100.0

Frequency Percent Strongly satisfied Neither satisfied nor dissatisfied Satisfied Dissatisfied Total ANALYSIS: 21 42 33 4 100 21.0 42.0 33.0 4.0 100.0

From the above table it is analyzed that, 42% of the respondents said that they were neither satisfied nor dissatisfied, 33% were satisfied with NITCO, 21% respondents are strongly satisfied and 4% dissatisfied at the NITCO distribution system.

INTERPRETATIONS: From the above graph, it is inferred that there was a mixed view of respondents and from the satisfaction level it is successfully interpreted that the NITCO has achieved an average level of customer satisfaction.

38 | P a g e

CHAPTER 6 CONCLUSIONS & SUGGESTIONS

39 | P a g e

CONCLUSIONS I came to the conclusion that most of the customer of Nitco logistics was satisfied with services of Nitco. Most of the respondent trust on Nitco logistics and in future will recommend services of Nitco logistics to others also. In spite of having competition in the logistics industry Nitco logistics still stand above all and it has been able to maintain satisfaction level in its customers which in turns attracts others new customers also.

SUGGESTIONS As a student of MBA (Marketing), I can suggest the company that it is taking more days to deliver the goods or materials then the time said. The company should reduce the credit time period for collection. It is essential for NITCO to a continue contacts, though the clients are old or irregular As company is entering into new venture of International service there is equal scope for growth for the company

40 | P a g e

BIBLIOGRAPHY

Websites 1) www.nitcologistics.com 2) www.wikipedia.com

Referred Books 1. NITCO INTERNATIONAL JOURNAL OF MANAGEMENT AND RESEARCH 2. MANAGEMENT INFORMATION SYSTEM, 9TH Edition, Tata McGraw- Hill Publishing Company Ltd, Page Nos.376 - 380. 3. Times Of India

41 | P a g e

Questionnaire The following Questionnaire have prepared and surveyed on 100 peoples as a sample from the customers of Nitco logistics and found out the results about the customer satisfaction towards Nitco logistics

1) Name

2) How did you come to know about NITCO Logistics Pvt. Ltd. ? a) T.V. b) Newspaper c) Magazine d) Word of mouth e) Other

3) For how long you have been using NITCO services a) 0-6 months b) 1-2 years c) 2-3 years d) 3 yrs and above

4) What made you use NITCO services? a) Cost b) Time c) Quality d) Service e) Packaging f) Other

5) How often do you transport your goods? a) Everyday b) 2-3 days 42 | P a g e

c) Weekly d) Fortnight e) Monthly

6) How was the delivery schedule of the vehicle kept up? a) On time b) Before time c) After time d) Very late

7) How would you rate Nitco Logistics in terms of Price? a) Excellent b) Average c) Good d) Poor

8) How would you rate NITCO Logistics in terms of Service? a) Excellent b) Average c) Good d) Poor

9) How would you rate NITCO Logistics in terms of Handling of Goods? a) Excellent b) Average c) Good d) Poor

10) How close were the branches, warehouse, booking points and delivery spots from your place? a) Near b) Close by c) Far d) Very far 43 | P a g e

11) What do you feel about the distribution system of Nitco? a) Strongly satisfied b) Neither satisfied nor dissatisfied c) Satisfied d) Dissatisfied

12) Do you have any other suggestions regarding logistics? _______________________________________________________________

44 | P a g e

45 | P a g e

46 | P a g e