4.

1 Respondents demographic profile:

This part deals of the study deals with the demographic profile of the respondents like type of the organization, type of the business, annual turnover and association with Seven Ocean Logistics. Table 4.1.1: Type of Organization No. of Respondents 27 24 23 21 5 100

Nature of Organization Sole Proprietorship Partnership Private Limited Company Public Limited Company Others Total

Percentage 27 24 23 21 5 100

The above table reveals that most (27%) of the customers are Sole proprietors followed by Partnership business (24%), Private limited company(23%) and Public limited company (21%). Table 4.1.2: Type of Business No. of Respondents 36 47 13 4 100

Type of Business Manufacturing Trading Assembling Others Total

Percentage 36 47 13 4 100

The above table reveals that most (47%) of the customers are in trading business followed by manufacturing business (36%) and assembling business (13%).

Table 4.1.3: Annual Turnover No. of Respondents 56 20 16 8 100

Annual Turnover Less than 25 Lakhs 26-50 Lakhs 51-100Lakhs Above 101 Lakhs Total

Percentage 56 20 16 8 100

The above table reveals that majority (56%) of the customers have an Annual turnover less than 25 Lakhs and most (20%) are in 26-50 Lakhs category 16% are in 51-100 Lakhs category followed by 8% who are above 101 Lakhs category.

Table 4.1.4: Association with Seven Ocean Logistics Association with Seven No. of Respondents 55 22 12 5 6 100

Ocean Logistics Less than 3 Years 3 to 5 Years 5 to 7 Years 7 to 10 Years More than 10 Years Total

Percentage 55 22 12 5 6 100

The above table reveals that majority (55%) respondents are associated with Seven Ocean Logistics for less than 3 years followed by most of the (22%) respondents are in 3-5 years category, 12% in 5-7 years category, 6% in more than 10 years and 5% are in 7-10 years category.

4.2 Information resources and service utilization.

This part deals of the study deals with the information resources, service utilization, and type of express service. Table 4.2.1: Information Resources No. of Respondents 11 16 66 7 100

Information Resources Newspaper Television Friends & Relatives Others Total

Percentage 11 16 66 7 100

The above table reveals that majority (66%) respondents came to know about Seven Ocean Logistics through Friends & Relatives and (16%) from Television and (11%) of the respondents from Newspaper. Table 4.2.2: Service Utilization No. of Respondents 56 17 11 14 2 100

Services Utilized Express Warehouse 3 P'L Draft on Delivery (DOD) Cheque on Delivery Total

Percentage 56 17 11 14 2 100

The above table reveals that majority (56%) respondents availed Express Services, 17% are using Warehouse services, 14% are using Draft on Delivery services, 11% are using Third Party Logistics and 2% are using Check on Delivery services.

Table 4.2.3: Type of Express service No. of Respondents 76 24 100

Type of Express Service Surface Air Total

Percentage 76 24 100

The above table reveals that most (76%) of the respondents are availing Surface services followed by 24% who are availing Air services. 4.3 Respondents opinion about Goods Handling This part deals of the study deals with the trustworthiness of goods handling, reasons for dissatisfaction, trustworthiness of warehouse facility and reasons for dissatisfaction. Table 4.3.1: Trustworthiness of goods handling No. of Respondents 80 20 100

Respondents Opinion Yes No Total

Percentage 80 20 100

The above table reveals that majority (80%) of the respondents are satisfied with the way of goods handled and feel it is trustworthy.

Table 4.3.2: Reasons for dissatisfaction No. of Respondents 8 5 4 3 20

Reasons Transit Damages Method Of Packing Accidents Others if any Total

Percentage 40 25 20 15 100

Out of 20 respondents who feel that goods handling system is not trustworthy, 40% of them expressed that it is due to transit damages followed by 25 % of the respondents who felt that it is due to improper packing.

4.4 Respondents opinion about warehouse facility This part deals of the study deals with the trustworthiness of warehouse facility and also the reasons for dissatisfaction Table 4.4.1: Trustworthiness of Warehouse facility

Respondents Opinion Yes No Total

No. of Respondents 81 19 100

Percentage 81 19 100

The above table shows that majority (81%) of the respondents expressed that warehouse facility provided by Seven Ocean Logistics Ltd is trustworthy.

Table 4.4.2: Reasons for dissatisfaction Reasons for Dis-satisfaction Lack of Space Security Damages Marking Problems Total No. of Respondents 8 5 4 2 19 Percentage 40 25 20 15 100

Out of 19 respondents who feel that warehouse facility is not trustworthy, 40% expressed that lack of space is the main reason for the dissatisfaction and 20% of them expressed that it is due to lack of security.

4.5 Respondents opinion about other services This part of the project deals with the respondents ratings (Such as Excellent , Good , Fair and Poor) about other services like Client Handling , Risk Coverage, Employee Efficiency and providing online track information. Table 4.5.1: Client Handling

Respondents Opinion Excellent Good Fair Poor Total

No. of Respondents 44 26 21 9 100

Percentage 44 26 21 9 100

The above table reveals that most (44%) of the respondents expressed that client handling is excellent and 26% of the respondents stated that client handling is good. Chart 4.1: Client Handling

Table 4.5.2: Risk Coverage Respondents Opinion Excellent Good Fair Poor Total No. of Respondents 70 17 10 3 100 Percentage 70 17 10 3 100

The above table reveals that most (70%) of the respondents expressed that Risk coverage is excellent and 17% of the respondents stated that Risk Coverage is good. Chart 4.2: Risk Coverage

Table 4.5.3: Employee Efficiency Respondents Opinion Excellent Good Fair Poor Total No. of Respondents 28 22 20 30 100 Percentage 28 22 20 30 100

The above table reveals that most (30%) of the respondents expressed that Employee Efficiency is poor and 28% of the respondents stated that Employee Efficiency is Excellent. Chart 4.3: Employee Efficiency

Table 4.5.4: Online track information Respondents Opinion Excellent Good Fair Poor Very Poor Total No. of Respondents 30 18 27 12 13 100 Percentage 30 18 27 12 13 100

The above table reveals that most (30%) of the respondents expressed that Online track information is excellent and 27% of the respondents stated that Online track information is fair. Chart 4.4: Online Track Information

4.6 Respondents Opinion about Third-party Logistics This part of the project deals with the respondents opinion about the trustworthiness of the Third Party Logistics and reasons for dissatisfaction. Table 4.6.1: Trustworthiness of Third-party Logistics Respondents Opinion Yes No Total No. of Respondents 85 15 100 Percentage 85 15 100

The above table shows that majority (85%) of the respondents expressed that Third Party Logistics provided by Seven Ocean Logistics Ltd is trustworthy. Table 4.6.2: Reasons for dissatisfaction Reasons Delay in Delivery Delivery status updates Frequent Inventory Damages & Shrinkage Just in time requirements Total No. of Respondents 6 2 4 3 15 Percentage 40 14 26 20 100

Out of 15 respondents who feel that third-party logistics is not trustworthy, 40 % of them expressed that the reason for dissatisfaction and 26 % felt that it is due to frequent inventory damages & shrinkage. 4.7 Respondents Level of Satisfaction of Certain Facilities This part of the project deals with the respondents ratings (Very much Satisfied , Satisfied , Neutral, dissatisfied , Very much Dissatisfied) about other services like Representative ability, Responsiveness to telephone & email, Handling & packing, Clearance Department , Security system, Transit days and Shipment delivery on doorstep.

Table 4.7.1: Representative Ability Level of Satisfaction Highly Satisfied Satisfied Neutral Dissatisfied Highly Dissatisfied Total No. of Respondents 49 27 24 0 0 100 Percentage 49 27 24 0 0 100

The above table reveals that most (49%) of the respondents are very much satisfied with Representative Ability and 27% are Satisfied. Chart 4.5: Representative Ability

Table 4.7.2: Responsiveness to Telephone / email Level of Satisfaction Highly Satisfied Satisfied Neutral Dissatisfied Highly Dissatisfied Total No. of Respondents 26 13 20 41 0 100 Percentage 26 13 20 41 0 100

The above table reveals that most (41%) of the respondents are dissatisfied with responsiveness to telephone /emails and 26% are very much satisfied with responsiveness to telephone /emails. Chart 4.6: Responsiveness to Telephone / email

Table 4.7.3: Handling & Packing Level of Satisfaction Highly Satisfied Satisfied Neutral Dissatisfied Highly Dissatisfied Total No. of Respondents 22 27 34 9 8 100 Percentage 22 27 34 9 8 100

The above table reveals that most (34%) of the respondents are neutral in their opinion about handling & packing and 27% are satisfied with the handling & packing services. Chart4.7: Handling & Packing

Table 4.7.4: Clearance Department Level of Satisfaction Highly Satisfied Satisfied Neutral Dissatisfied Highly Dissatisfied Total No. of Respondents 68 21 11 0 0 100 Percentage 68 21 11 0 0 100

The above table reveals that majority (68%) of the respondents are very much satisfied and 21% are satisfied with the services of clearance department. Chart4.8: Clearance Department

Table 4.7.5: Security System Level of Satisfaction Highly Satisfied Satisfied Neutral Dissatisfied Highly Dissatisfied Total No. of Respondents 33 25 26 16 0 100 Percentage 33 25 26 16 0 100

The above table reveals that most (33%) of the respondents are very much satisfied and 25% are satisfied with the security system followed in the company. Chart 4.9: Security System

Table 4.7.6: Transit Days Level of Satisfaction Highly Satisfied Satisfied Neutral Dissatisfied Highly Dissatisfied Total No. of Respondents 62 28 10 0 0 100 Percentage 62 28 10 0 0 100

The above table reveals that majority (62%) of the respondents are very much satisfied and 28% are satisfied with the duration or time taken for delivery. Chart 4.10: Transit Days

Table 4.7.7: Shipment Delivery on Doorstep Level of Satisfaction Highly Satisfied Satisfied Neutral Dissatisfied Highly Dissatisfied Total No. of Respondents 38 25 26 11 0 100 Percentage 38 25 26 11 0 100

The above table reveals that most (38%) of the respondents are very much satisfied and (26%) are neutral with regard to shipment delivery on doorstep. Chart 4.11: Shipment Delivery

4.8 Usage of Services of other logistics companies This part of the project deals with the usage of logistics services of other companies at present by respondents, switching back to Seven Ocean Logistics in future and also switching over to other companies in future.

Table 4.8.1: Logistics services of other companies Usage Yes No Total No. of Respondents 20 80 100 Percentage 20 80 100

The above table reveals that majority (80%) respondents are not utilizing other logistics services and 20% are using other logistics services.

Table 4.8.2: Switch over to other Logistics Services Switch over to Seven Ocean No. of Logistics Yes No Total Respondents 12 8 20 Percentage 60 40 100

The above table shows that out of 20 respondents who are using logistics services of other companies, majority (60%) have an idea to switch over to Seven Ocean Logistics Ltd in future.

Table 4.8.3: Switch over to other companies Switch over in Future Yes No Total No. of Respondents 20 60 80 Percentage 25 75 100

It is inferred from the above table that out of 80 respondents who are using only the services of Seven Ocean Logistics 25% have an idea to switch over to other logistics companies in future and 75 % expressed their wish to remain with Seven Ocean Logistics Ltd. 4.9 Respondents Opinion about their Loyalty This part deals with customer loyalty, increase in loyalty over the years and also respondents opinion about the companys value to people and relationship ahead of short-term goals.

Table 4.9.1: Seven Ocean Logistics deserves loyalty Respondents Opinion Strongly Disagree Disagree Neutral Agree Strongly Disagree Total No. of Respondents 0 23 21 32 24 100 Percentage 0 23 21 32 24 100

The above table shows that most (32%) of the respondents agree that they are loyal towards Seven Ocean Logistics and 24% strongly agree that they are loyal towards Seven Ocean Logistics.

Table 4.9.2: Increase in loyalty Respondents Opinion Strongly Disagree Disagree Neutral Agree Strongly Disagree Total No. of Respondents 0 32 18 17 33 100 Percentage 0 32 18 17 33 100

The above table reveals most (33%) of the respondents strongly agree and 32% disagree about increase in loyalty over the period. Chart 12: Increase in Loyalty

Table 4.9.3: Value people & Short term goals Respondents Opinion Strongly Disagree Disagree Neutral Agree Strongly Disagree Total No. of Respondents 0 10 18 31 41 100 Percentage 0 10 18 31 41 100

The above table reveals most (41%) of the respondents strongly agree and 31% agree that Seven Ocean Logistics values people and relationship. Chart 13: Seven Ocean Logistics Value people & Short term goals

4.10 Recommendation to others. This part deals with the Respondents recommendation of Seven Ocean Logistics to others. Table 4.10.1: Recommendation to others

Recommendation Yes No Total

No. of Respondents 75 25 100

Percentage 75 25 100

The above table reveals majority (75%) of the respondents will recommend Seven Ocean Logistics to others 25% will not recommend to others.

4.11 Rating of Overall services This part deals with the Rating of the customers about the overall services provided by the company. Table 4.11.1: Rating the overall services

Level of Satisfaction Highly Satisfied Satisfied Neutral Dissatisfied Highly Dissatisfied Total

No. of Respondents 26 41 33 0 0 100

Percentage 26 41 33 0 0 100

The above table reveals most (41%) of the respondents are satisfied (33%) are neutral and (26%) are very much satisfied with respect to the overall services of the company.

4.12 Mean Score

This part deals with the Ranking Level of customer loyalty, increase in loyalty over the years and also respondents opinion about the companies value to people and relationship ahead of short-term goals. The above table shows the categorization of the Customer Loyalty on the basis of the reasons trustworthiness of Seven Ocean Logistics. The respondents believe that Seven Ocean Logistics company values people and relationship ahead in short term goals following deserves the loyalty and loyalty towards Seven Ocean Logistics is become better.

Reasons Believe Company Safe express deserves my loyalty Loyalty towards Safe express has become better Seven Ocean Logistics company values people and relationship ahead in short term goals

Mean

Rank

3.9232

3.4788

1.7692