A PROJECT REPORT

(18MBAPR407)
on the Topic
“A STUDY ON CUSTOMER REFERENCE IN DTDC EXPRESS LTD”
By
Mr. VIGNESH S
USN: ICR18MBA50
MBA 4th Semester

Submitted to VISVESVARAYA TECHNOLOGICAL UNIVERSITY, BELAGAVI

in partial fulfillment of the requirements for the award of the degree of
MASTER OF BUSINESS ADMINISTRATION

Under the Guidance of

INTERNAL GUIDE EXTERNAL GUIDE

Prof. M Sandeep Kumar Mr R. Venkataswamy
Associate Prof & HOD Manager
Dept of Management Studies DTDC Express Ltd,
CMR Institute of Technology Bangalore
Bangalore

DEPARTMENT OF MASTER OF BUSINESS ADMINISTRATION

C M R INSTITUTE OF TECHNOLOGY
#132, AECS Layout, ITPL Main Road, Kundalahalli,
BENGALURU-560037

Sept 2020
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iii
 ACKNOWLEDGEMENT

I have been fortunate enough to get good timely advice and support from a host of people
to whom I shall remain grateful.

I take this opportunity to express my heartfelt thanks to Dr. Sanjay Jain, Principal, CMR
Institute of Technology, Bangalore, for his support and cooperation to undertake and
complete the project work.

I am extremely thankful to Prof. Sandeep Kumar, Head of the Department of

Management Studies and Research, CMR Institute of Technology, Bangalore, for his
advice and support throughout the completion of the project work.

It gives me immense pleasure to record my thanks to my Internal Guide Prof. Sandeep

Kumar, Associate Professor & Head of the Department of Management Studies and
Research CMR Institute of Technology, Bangalore, for his valuable guidance and
untiring support and cooperation in completing the project work.

I acknowledge the insights provided by my External Guide, Mr. R. Venkata Swamy,

Manager at DTDC Express Ltd, Bangalore which helped me to a great extent in
completion of the project work.

And finally, there is deepest of thanks for the patience and cooperation of the family and
friends, without whom the endeavour would not have been possible.

Mr. Vignesh S

USN : 1CR18MBA50

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 TABLE OF CONTENTS
Chapter Page
CONTENTS
No. No.
Certificate v
Declaration iii
Acknowledgement iv
List of Table vi
List of Charts vii
EXECUTIVE SUMMARY 01
1 INTRODUCTION 02- 14
Industry Profile
Company Profile
Promoters, Vision, Mission, Quality Policy. Products /
services, Infrastructure facilities, Competitors’
information, SWOT Analysis, Future growth and
prospects
2 CONCEPTUAL BACKGROUND AND 15 – 19
LITERATURE REVIEW
Theoretical Background of the Study
Literature Review
3 RESEARCH DESIGN 20 – 28
Statement of the Problem
Need for the Study
Objectives of the Study
Scope of the Study
Research Methodology
Hypotheses
Limitations of the Study
Chapter scheme
4 DATA ANALYSIS AND INTERPRETATION 29 - 66
5 SUMMARY OF FINDINGS, SUGGESTIONS AND 67 – 69
CONCLUSION
Findings of the Study
Suggestions
Conclusion
BIBILIOGRAPHY 70

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 LIST OF TABLES
Table Page
TITLE OF TABLES
No. No.
4.1 Table representing Gender of the Respondents 29
4.2 Table representing the Age of the respondents 31
4.3 Table Showing the Monthly income. 33
4.4 Table showing the Customer delight towards DTDC 35
networks
4.5 Table Representing Customer opinion towards 37
delivering the product on time
4.6 Table Depicting the Brand image of DTDC 39

4.7 Table Showing the Customer opinion towards 41

recommending DTDC service to their friends and
family.

4.8 Table Representing the features of DTDC which 43

influence the customer to choose DTDC
4.9 Table showing the Factor influencing the purchase 45
decision of consumers choosing DTDC among the
competitors

4.10 Table representing the advertisement of DTDC. 47

4.11 Table representing advertisement impact to 49
respondents chooses DTDC.
4.12 Table representing Customers facing difficulty with 51
DTDC delivering services
4.13 Table showing the Usage of courier by the customer 53

4.14 Table showing if the customer is satisfied with the 55

existing courier/delivery
4.15 Table Representing Customer opinion on same day 57
service delivery
4.16 Table showing the Customer opinion on overnight 59
parcel delivery
4.17 Table showing the Complaints department used by 61
customers
4.18 Table shows customer satisfaction with the DTDC 63
service.
4.19 Table representing the Customer opinion on 65
purchase tracking system of DTDC

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 LIST OF CHARTS
Chart Page
TITLE OF TABLES
No. No.
4.1 Chart representing Gender of the Respondents 30
4.2 Chart representing the Age of the respondents. 32
4.3 Chart Showing the Monthly income. 34
4.4 Chart showing the Customer delight towards DTDC 36
networks
4.5 Chart Representing Customer opinion towards 38
delivering the product on time
4.6 Chart Depicting the Brand image of DTDC 40
4.7 Chart Showing the Customer opinion towards 42
recommending DTDC service to their friends and
family.
4.8 Chart Representing the features of DTDC makes 44
that makes the customer to choose DTDC
4.9 Chart showing the Factor influencing the purchase 46
decision of consumers choosing DTDC among the
competitors
4.10 Chart representing the advertisement of DTDC. 48

4.11 Chart representing advertisement impact to 50

respondents chooses DTDC.
4.12 Chart representing Customers facing difficulty with 52
DTDC delivering services
4.13 Chart Showing the Usage of courier by the customer 54
4.14 Chart showing if the customer is satisfied with the 56
existing courier/delivery
4.15 Chart Representing Customer opinion on same day 58
service delivery

4.16 Chart Showing the Customer opinion on overnight 60

parcel delivery
4.17 Chart showing the Complaints department used by 62
customers
4.18 Chart representing the Customer satisfaction with 64
the DTDC service.
4.19 Chart representing the Customer opinion on 66
purchase tracking system of DTDC

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viii
 EXCUTIVE SUMMARY

The undertaking takes a great will on behalf of me on the same time it has given
myself the space on the road to bring my analytical capacity into practise.
Therefore, the task became undertaken using the solitary objective of "looking at
the interest of customers in choosing DTDC Logistics, and taking a look at logistics
in general. Under this undertaking, the approach followed has modified into a
dialogue of knowledge and close statement by internal review and records are
collected from different properties of number one and secondary. I subsequently
pass on finishing the procedure of substantial out the feedback form as of 100
clients that took into account the use of DTDC logistics for each company and
client to accomplish this task. Additionally secondary information has been taken
from different sources such as magazines, a newspaper, and so on.

This Project is a mandatory requirement to fulfill the requirements of the Master of

Business Admininistration course initiated by the Visveshvaraya Technological
University. This Project is to help the students understand the customer preference
towards selecting the logistics by the way of carrying on an in-depth study of the
research

This chapter begins with a brief history and introduction to the definition of
customer preference and satisfaction in India's logistics sector along with the
problem statement, the study's priorities, priorities, scope , significance and
limitations. The introductory chapter ends with descriptions of the thesis chapter
scheme.

The aim of this project to make research on how the customer makes decision in
choosing DTDC Express Ltd various suggestions to the organization based on the
research made and with the aim to provide suggestions to company.

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 CHAPTER 1
INTRODUCTION

1.1 LOGISTICS INDUSTRY

In general, logistics is the whole company, and a compound project is introduced.

Logistics is management of the flow of factors among them in a typical enterprise
senesce. The source factor and the consumption factor defined to satisfy the needs of
consumers or groups. In addition to overview gadgets like moment and data, the
sources control in logistics may include bodily gadgets such as food, fabric, animal,
equipment, and liquids. Physical computer logistics frequently requires data flow
coordination, management of components, processing , packaging, transportation,
shipping and transportation, and also safety.

The word logistics derives from French logistics from the late 19th century, and was
used by Baron de Jomini. It describes logistics since the military technical know-
how department contributes to the procurement, acquisition and shipment of
materials, workers and centres. And the new oxford American vocabulary describes
logistics as 'the full organisation of a complicated project with respect to quite a few
individuals, quarters or components.

Ident with the logistics specialist supply chain management group. is a system to
prepare for the successful and productive carriage and garage area of goods and to
enforce and manage the process from the outset of deals and relevant information.
Origin to point of usage for the purposes of compliance with consumer standards which
includes sport in, out, intern which intra.

FIELDS AND LOGISTICS ACTIVITIES:-

The incoming logistics system is one of the logistics policy number one for the purchase
and distribution of incoming products , parts or incomplete inventory shipment from
suppliers to container, warehouse or retail production or assembly arrangements.

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THE MAIN FIELDS OF LOGISTICS ARE:-

Procurement logistics:-
The whole process was used to select vendors and discuss products or services
distribution agreements. It involves tasks such as market research, preparing needs,
purchasing or making choices, dealer management, ordering and order management.

Distribution logistics: -

They're involved with the delivery of finished products to the patron. It consists of
order processing, warehouse and transportation. the principle sub-sectors consist of
air, rail, water, and truck transportation. Logistics have interaction within the
integration of these sub sectors counting statistics, stock, warehousing, cloth-dealing
with and packaging.

Disposal logictics:-

It is also known as the opposite logistics that it serves for all reuse-related operations
of goods and substances. The primary reason for this area is to lower the logistics
price, improve service and maintain herbal sources.

Production logistics:-

The process of this logistics is to streamline and control the flow through the supply
chain. Produ ction logistics activities are linked to organizational concepts, layout
planning, planning and cont rol of production.

Construction logistics:-
This logistics process is to streamline and control the supply chain flow. Production
logistics acti vities are linked to the concepts of organization, layout planning,
production planning.

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Digital logistics:-
Is driven by a new generation of web-based, enterprise applications that enable
collaboration and optimization leveraging a central logistics information back bone
that provides visibility across the venture and extend supply chain.

SUPPLY CHAIN OF DTDC EXPRESS

Customers

Collectiing branches

Collecting hubs

Transport (surface/ air)

Distribution system

Consigne

Archives and goods can either be transported by demand vehicles or by licenced

vehicles in the Region. The vast majority of quick transit administrations use leased
vehicles for surface shipments and private aircraft for air-express shipments.

An Express Association must ensure that the exactness of its task preparations are
carried out for quick shipments and that it conducts daily preparation. The benefit
players in transport keep the products through the entire chain consistent and

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 observable continuity. The key phase of the express sector is discretionary
investment.

Express manufacturers use their own trucks to deliver products to the main centre
and stack them. The emphasis is where all the numerous branch dispatches are
created. The shipping is split into four pieces from the middle, for example. Based on
the location of shipments and parcels the consignments are split North Zone, South
Zone, Near & Global resulting in free movement of shipments from place of birth to
location.

1.2 Company profile

DTDC entered in 1990 clearly capped. Sub Hashish is the leader and owner of DTDC
express ltd. DTDC is one of the most important aspects of the market sector within 28
years and is the field of which DTDC is active of work area messaging.

The world's largest express transport companies serving national as well as local
administrations. DTDC is also extending its business mission to include the nation's

5
duration and expansiveness. Today DTDC is one of the rumoured dispatch
organisations in India as well as abroad and more than 270crores are valued by the
organisation..

For domiciliary and global shipping and packing in India, DTDC Express Ltd provides
benefits. The Company offers air freight, surface mail, express traffic, excess and intra-
city transportation services through its franchisee.

In the areas of media transition, data innovation, finance, defence, personnel,

automobiles, US innovation, the Joined Kingdom, the UAE, Bangladesh , India,
Silence, Nepal and Bhutan, the Company provides and offers its services. The company
has been integrated with Bangalore as its headquarters.
PROMOTERS OF THE COMPANY

Mr. Subhashishchakraborty

Mr. Suresh Bansal

Mr.Abhishek Chakra borty

VISION AND MISSION STATEMENT

VISION STATEMENT

DTDC is attempting to complete India's most preferred end-to - end Logistics, Express
and Retail Services combine with maximum global scope.

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MISSION STATEMENT

As the largest Express and Cargo Distribution Company in India by 2017-18 DTDC is
trying to expand.
To carry out this goal, the organisation has taken on the main components that
accompany it

• Added value administrations to meet consumer demands

• Constant asset enhancement to minimise deductible expenses
• Shift in revenue at each Estimate Chain progression
• Reliable sales control
• Supporting Premium Express Goods for increased customer satisfaction and
greater benefits.

QUALITY POLICY

Quality policy is a framework established in the workforce operations by the top

management regarding quality. It's a sustainable long term growth strategy. It
illustrates the overall quality-related intension and strategy of the business.
DTDC expressly limited, undertaken to-

 Consumer and business satisfaction with high-quality service

 Continues to enhance the quality, operation and quality control framework of goods
 To address the compliant customer at the same time without delay.
 Create a welcoming atmosphere for inspired and dedicated workers.
 Maintain a positive public relationship.

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 Competitors’ Analysis:

According to DTDC, an Indian firm in the courier sector in which GeoPost, Europe's
second- largest player in the courier express industry, has a stake, several global
firms checked the Indian market by linking up with logistics firms that established
fulfilment centers before they foray into the Indian market. Players such as Amazon
are massive and produce ample volumes to provide their own facilities. Yet, they
typically restrict themselves to holding units (materials) of quick, wide volume,
heavy turnaround stock, which is often commoditised. There are also other
competitors in terms of logistics industry. They are Bluedart, FedEx, DHL, Chess
moving, Ekart, Shiprocket and xpressbees which are equally doing well. But beyond
all odds, DTDC is striving to make its best appearance among the competitors.

SWOT ANALYSIS OF DTDC EXPRESS LTD

STRENGTHS

1. Huge transportation value in 3700 Indian areas and 240 Global regions.

2. Franchise Company leaders

3. Nice Consumer and Client Bolster communications.

4. Via web foundation, following the shipments.

5. It transports approx. Twenty million Plots a month.

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 WEAKNESSES

1. New business organisations and retail locations focused on the web that will sell air
tickets and revives on the internet.

2. Organization feels it's impossible to set up retail locations and manage co ordinations
all the while.
3. Lack of alertness among Indian shippers.

OPPORTUNITIES

1. Rarely some group members who work on both residential and universal
administration.

2. It is a duty-free organisation, which will help it grow rapidly.

3. Securing stake in various organisations can be used to penetrate all of finished Asia
and blend the meaning.

THREATS

1. Fees over the fringe can impede the production designs of DTDC.

2. Client grumbles from administration will represent terrible image.

3. Competitor companies paid at low rates.

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 FUTURE GROWTH AND PROSPECTS

The company has obtained several key initiatives to achieve the potential goals and
targets:

• Promoting luxury products with a view to improved administration and customer

satisfaction and greater profitability.
• Constant asset improvement to slash spending.
• Right away settling client complaints.
• Enhance Value added services bearing in mind the end aim of fulfilling consumer
demands.
• Guarantee of income at every step of the chain of esteem
• Better control of sales.

The DTDC and its administration are based on building the accompanying foundational
barriers, of which a portion are:

• Take stock of good quarterly results

• Clear brand awareness by organised re-marking of all entities and establishment

locations

• Corporate Governance

• Mandatory Disclosures

• More transparent public relations

• An integral theory of business

• Reliability management.

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 CSR INTAITIVES OF DTDC

Since its birthplace its CSR is outstanding as its operation structure, DTDC has been
faithfully linked with corporate social obligations. DTDC claims that the only way to
manage the overall population 's assistance is to make their consumers subordinate
and DTDC has helped more than 5,000 families over the past 23 years. Besides
supporting the general public through its development initiatives, DTDC is busy with
various money-related operations, this consolidates such as campaigns for flood aid,
work age, planning and services for adolescent advancement. DTDC represents the
general public better at the period and it also provides an alternative treatment plot
for the normal social orders.

The Subhasish Chakraborty Foundation was launched on October 15, 2011, with over
12,000 people in the foundation starting now. The state focuses on tendering and taking
care , for example, of the financial issues that the general public is looking at –

• Sanitation services in town

• Right to Education
• Develop the colleges and schools
• Implementing awareness campaigns
• Regressive College Scholarship
• Emergency Facilities
• Go on the green
• Assistance and rehabilitation care to the vulnerable,

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.

DTDC PARTNERS

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PROCESS

 Reporting time: 9 AM to 10 AM

 Order collecting from 10 AM to 7 PM

 Packing and unloading at Head office from 7 PM to 8PM

 Packing and shipping (other city) from 8:30PM to 9:30PM

 Request settlement in case of loss

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 FIR copy to counter and from counter to main offices

 Then the case is assessed by the company

 And then the booking fee is handed back with the value of goods within 7 to 15
days.

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 CHAPTER 2
CONCEPTUAL BACKGROUND AND
LITERATURE REVIEW

2.1 BACKGROUND OF THE STUDY

Researcher and the company have understood the importance of the Customer
preference in choosing their brand when compared to the other companies. it is
considered that the customer preference plays an major roles towards the logistics
business, customers preference for the brand can be gained only when the company
meets the customers expectation towards the service offered and maintaining the
level of satisfaction and keep the customers through the service offered. this research
shows that Customer preference is one great attribute to any company for that matter.
This Research will help the company to understand the behaviour of the customer
and their attitude towards choosing the brand, it will also help them to understand the
major things that the company should concentrate on to gain the customers goodwill
and retain the customers with the company.

2.2 REVIEW OF LITERATURE

 Coltman, Devinney, & Whiting(1996)

This study depicts the customer preferences towards logistics services .there are
various factor that the customer looks into while selecting the transportation services
that are cost, delivery time, and quality and in this study they explore the importance
of various components of the supply chain products to understand the decision
making that consider when buyers select an outsourced service provider.

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 Lehmusvaara ,Tuominen, Korpela(1998)

The main purpose of this study is where the researcher wants to know that how
decision support system that integrates the decision making methodology of the
analytical hierarchy process. In this research they focused on decision support
system to choose the carrier that provided company’s transport services and to select
feasible logistics.

 Aghazadeh, Meade & Sarkis(2001)

This study reveals that the consumer uses parameters to choose the equal attribute
of influential third party LSP and main management. It talks about the success
metric for selecting a third-party reverse logistics supplier, such as time-delivery,
reported fill rate, quality of service level, overall order cycle period. Time,
efficiency, expense and reliability are main considerations in this analysis for third-
party logistics.

 Aicha Aguezzoul (2004)

There were many features in logistics industries but 3PL has become one of the most
common practiced features in the logistic industry. She started doing research on
3PL in order to know the customer preference of selecting the 3PL criteria which
means she wanted to know whether customers are choosing company which is
offering 3PL or the customers are choosing the company which not offering the 3PL.

 Michel,Wynne&Stephen(2005)

The main aim of this paper was that there were many research paper that was
conducted in the logistics industry which was majorly focused on satisfaction of

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the customer and retention of the customers Hence, Michel came up with an
paper which will find the preference of the customer which will help the manager
to know how to attract and retain the customer into the company. The main aim
of this paper is to know the preference of the customers.

 Norbis & Mary (2006)

The main purpose of conducting this research is to differentiate transportation

choices and preference of the customers with the view to know what are the different
types of transportation logistics that are available for the customer to send and
receive their carrier goods from one place to another and on what basis the
customers choosing the companies .the another reason for preparing this paper for
academic purpose in order to conduct an research to help the company to know what
are the consequences that they are facing and to overcome that problems.

 Rajesh, Pugazhendhi & ganesh(2007)

This paper depicts that how logistics activities has become an important practice by
many companies and customers life and on what aspect customers are choosing
logistics services. Third party logistics (3PL) service was newly introduced and it
was attracting many of the customers so these three authors started to conduct a
research on to understand the preference or the attitude of the customer towards
choosing each and every logistics especially with these features.

 Geraldo , Julio & Librantz(2009)

This paper explains evaluating and selection of Logistics Service Providers (LSPs) in
an particular region in an America .the result that were conquered mainly on the
service quality that is been provided by the logistics industry. Because America is

17
the place were lots of exports and imports happens so he choose that country to see
how customer are choosing the logistics for transferring their goods from one place
to another especially from one country to another.

 Rudolf ,Lenka &Kamila (2011)

This paper is focused on understanding the logistics services as an competitive

advantage and to know the frame of e-commerce in the service sector. They feel that
the customers consider their purchase behaviour as a very difficult task. Because
customers being very conscious to find out which is the best company in order to
avail the services. His aim was to identify and evaluate the customers in preferring
the frame of the sales of a cluster analysis and to know what is the customers are
mainly aiming for.

 Theodore & Bisnar(2014)

The study focuses on Service Quality which mainly deals with independent
variables: Preferential Influence, Service Performance, Service Availability and
Service Satisfaction. He conducted a research in order to know which among the
four factor is very important and then with the help of exploratory method he
conducted a research and came to a conclusion that customer preference are mainly
influenced by all three factor i.e., Service Performance, Service Availability with
Satisfaction of the customer which concluded telling a customer will prefer a brand
only if all the three factors are fulfilled and levels of expectation is met.

 Ruth Banomyong (2015)

The main of this research was to knowthe key attributes and freight logistics service
quality and to know the behaviour and impact shippers' towards the customer and
to understand the third party logistics service providers (3PLs).the aim of this
paper was to know that what is that impacted in the customer mind to create a
value of( 3PLs)while developing marketing strategies to attract and retain the
existing clients.

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 Voicu (2016)

In this study shows that one of the most important resources that a company should
posses is information. She adds that it is hidden deep inside a “black box “– the mind
of the customer, as in the case of information about consumer preference. Difficult as
it may seem, it has been shown that customer preference can be measured. This
provides an understanding of the choices of customer

 Edward Anderson (2017)

This paper is mainly aimed on certain points or key factors such as the choice of the
customers especially service related to logistics. Even though there were many
factors which influence the customer and their behaviour towards choosing a
particular brand he thought of concentrating on the basis in revealing independent
variables that the customers are looking at for choosing the company.

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 CHAPTER 3
RESEARC DESIGN
3.1 STATEMENT OF PROBLEM

The research is general refers to any problem that has been arisen is difficult to solve
in which the the researcher experiences the context of finding an solution for the
problem that has been arisen and to find the solution to the problem.
In this sense, consumer choice plays an important role in any logistics business in
this regard. The research is carried out so that consumers choose DTDC to their
rivals may be established. The priorities must be defined in accordance with certain
aspects (demand, location, revenue, product selection and consumer satisfaction
levels).

NEED FOR THE STUDY

In this age, the logistic business in the retail sector faces more competition.
Consumers who visit the distribution business would improve excellent facilities for
consumers. Price also plays a significant role for consumers to pick to choose the
supermarket. Owing to the intense rivalry in the industry, consumer tastes continue
to evolve every day. This study has been done to help the business to better
understand the customer's needs, consumer desires and company decisions and
identify strategies for the delivery of productive operation that lead to increasing the
number of clients and income, as well as to maintain a strong relationship with
consumers.

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 3.2 OBJECTIVES OF THE STUDY

• To know the needs of the customers when using DTDC.

• To research factors impacting customer preference in selecting a logistics firm.

• Researching factors keeping customers visiting DTDC

• To consider each organisation 's importance

• To determine if consumers are happy with the current service pattern.

3.4SCOPE OF THE STUDY

The research is appropriate for the use of DTDC facilities in the field of consumer
decision making. In regards to its competition, the varied advantages and characteristics
of the company tend to consider the consumers' choice. DTDC will continue to improve
its brand, boost sales and attract new clients, retain current consumers and ensure a
degree of satisfaction with their future buyers.

3.5 RESEARCH METHODOLOGY

Methodology of Research is a formal way to solve the problem. It is one of the

standard way of conducting the research in an organization. The method or the
procedure by which the organization will explain, describe and predict the
phenomenon is said to Research Methodology.

It also describes the ways of collecting data or information, sample size and the
sampling procedure. Research methodology is one of the prominent of finding

21
solutions for a given problem on a specific matter. It is the process where the
researcher conducts an research in an systematic way of finding an solution to the
problem that is raised in the organization.

1. SOURCE OF INFORMATION

The customers of DTDC Express Ltd were the major source of the information for
the collecting the required primary data. The secondary data were collected forthis
academic project report.

Primary Source:-

Primary data were gathered through

1. Questionnaire

2. Direct interaction

3. Observation

Secondary source:-

Secondary data was collected through

1. Company Record

2. Internet

3. Text books

4. Company website

5. Articles

6. Journals

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RESEARCH DESIGN:

At DTDC express ltd , this study was conducted on an aggregate of about 100
respondents. A research is an systematic arrangement of the various conditions of
collecting and analyzing the data in a manner that is intended to combine the
relevance for the purpose of research in the company according to the procedure.

Indeed, research is a design that is done in a conceptual structure in which the

research is carried out. It acts like a blueprint of the data that is Collected, Measured
and analyzed. As a search, the design includes the brief description about the activity
of the researcher is going to do and the way in which he is going to find the solution.

RESEARCH TYPE:

Descriptive research is conducted to approach at certain fact findings. The direct

interaction and questionnaire were the methods used to collect data for relevant
information.

Sampling Technique:

Sampling technique refers to the way or the methodology that is used by the
researcher in order to carry out the research using a sample from the available large
population, it depends completely on the type analysis that is to be performed. In this
research , the data collection method I have taken up is Simple Random sampling.

23
 SAMPLE SIZE:

The sample is taken as 100 respondents.

TOOLS FOR TECHNIQUE:

 Tables

 Charts

 Graphs

 Images

HYPOTHESIS

Chi-square Testing:-

Formula:- X2= (O-E)2 / E E=RT*CT/100

O= Observed value
E= Estimated Value
Ho= There is NO significance relationship between Customer opinion and DTDC
services. H1= There is significant relationship between the Customer opinion and
DTDC services.

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Particular Yes No Row Total
Very satisfied 25 0 25
Satisfied 35 0 35
Neutral 12 1 13
Dissatisfied 3 9 12
Very dissatisfied 0 15 15
Column Total 75 25 100

25
 O E (O-E) (O-E)2 (O-E)2/E
25 18.75 6.25 39.06 2.08
35 26.25 8.75 76.56 2.92
12 9.75 2.25 5.06 0.52
3 9 -6 36 4
0 11.25 -11.25 126.56 11.25
0 6.25 -6.25 39.06 6.25
0 8.75 -8.75 76.56 8.75
1 3.25 -2.25 5.06 1.56
9 3 6 36 12
15 3.75 11.25 126.56 33.75
CV= 83.07

Degree of Freedom D= (C-1) (r-1)

= (5-1) (2-1)

= (4) (1)

=4

Level of significance at 5% is
9.49 Calculated Value >
Tabulated Value
Since calculated value (83.07) is greater than tabulated value (9.49) Hence the
alternative hypothesis (H1) is accepted.

LIMITATIONS:

a) The company had confidential data that could not be disclosed.

b) Customers were a little biased to the responds.

c) The research was done in a very short span of time.

26
 d) Very little information available about the company.

e) It has been a great constraint.

f) The sample was restricted to only courier customers. And knowledge of the
services

3.13 CHAPTER SCHEME:

CHAPTER SCHEME:

1. INTRODUCTION

Chapter-1 This chapter describes about the Topic of what is internship is all about
and Brief about the industry to which the company belongs to the various important
aspects of the Industry, Finishing with the Details about the company how they
actually work their head quarters operation cycle and etc.

2. CONCEPTUAL BACKGROUND AND REVIEW OF LITERATURE

Chapter-2 Describes about the Theoretical background of the study and 20 Literature
Reviews.

3. RESEARCH DESIGN

In Chapter-3 It Describes about statement of problem, scope, research methodology,

stheces of information (primary and secondary sthece). Research Design and type;
need for study, objectives of the study, sampling technique, sample size, tools for
techniques and mainly research hypothesis and limitations.

4. INTERPRETATION AND ANALYSIS:

Chapter-4 describes about the analysis done and interpretation given for the survey
done. According to the survey done, the survey has to be nalysed for each question
and the results has to be interrupted accordingly to the analysis done.

27
 5. FINDING AND SUGGESSTION AND CONCLUSION

Chapter-5 gives the findings for each question from the Analysis and Interpretation
and the Suggestion are given for the questionnaire for which the employees are not
satisfied with and finally the conclusion

6. BIBLIOGRAPHY:

Bibliography basically contain data from which the information is been collected.
They are the Websites, Textbooks, journals and the Company website.

28
 CHAPTER 4

ANALYSIS AND INTERPRETATION

4.1 Table showing gender of the Respondents

Gender No of respondents
Male 70
Female 30
Total 100

Data analysis:

According to the above data it is clear that majority of the respondents are males
were in 70 out of 100 respondents are male and remaining 30 are females.

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4.1 Chart representing Gender of the Respondent

No of respondents
Male Female

30%

70%

Interpretation:-

The above graph Shows that Majority of the customers belong the Male category
with 70% and 30% of Female.

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4.2 Table representing the Age of the respondents.

Age No of Respondents
20-30 52
30-40 30
40-50 10
50 and above 8
Total 100

Data Analysis:

From the above data we can state that Majority of the respondents Belong to the age
group of 20-30 (52 Respondents), following the 30-40(30 respondents), 40-50( 10
respondents, 50 and above(8 respondents) Respectively.

31
4.2 Chart representing the Age of the respondents.

Age of Respondents
20-30 30-40 40-50 50 and above

8%
10%

52%

30%

Interpretation:

From the above chart we can state that Majority of the respondents Belong to the age
group of 20-30 (52% Respondents), following the 30-40(30% respondents), 40-50(
10% respondents, 50 and above(8% respondents) Respectively.

32
4.3 Table Showing the Monthly income.

Income No Of Respondents
10000-20000 41
20000-30000 37
30000-40000 15
40000 and above 7
Total 100

Data Analysis:

From the above data we can state that Majority of the respondents monthly income is
10000- 20000 (41 Respondents), following the 20000-30000 (37 respondents),
30000-40000 (15 respondents), 40000 and above (7 respondents) respectively.

33
4.3 Chart Showing the Monthly income.

No Of Respondents
10000-20000 20000-30000 30000-40000 40000 and above

7%
15%
41%

37%

Interpretation

From the above chart we can state that Majority of the respondents monthly income
is 10000- 20000 (41% Respondents), following the 20000-30000 (37% respondents),
30000-40000 ( 15% respondents), 40000 and above (7% respondents) Respectively.

34
 4.4Table showing the Customer delight towards DTDC networks

Opinion No of respondents
Yes 73
No 7
May be 20
Total 100

Data Analysis:

The above table states that 73 respondents are happy with DTDC networks, 7
respondents said that they are not happy and 20 respondents said may be
respectively.

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 4.4Chart showing the Customer delight towards DTDC networks

No of respondents
Yes No May be

20%

7%

73%

Interpretation:

The above chart states that 7%3 respondents are happy with DTDC networks, 7%
respondents said that they are not happy and 20% repondents said may be
respectively

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4.5 Table Representing Customer opinion towards delivering the product on time

Opinion No of respondants
Yes 69
No 10
May be 29
total 100

Data Analysis:

The table above shows that majority of the respondents accept that the delivering the
product on time ie., 88% yes and No 8% and Maybe 4% respectively.

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 4.5 Chart Representing Customer opinion towards delivering the product on time

No of respondants
No of respondants

69

29
10

Yes No May be

Interpretation:

The chart above shows that majority of the respondents accept that they delivering the
product on time ie., 88% yes and No 8% and Maybe 4% respectively.

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4.6 Table Depicting the Brand image of DTDC

Opinion No of respondents
Yes 66
No 13
May be 21
Total 100

Data Analysis:

The table above states that 66 respondents are impacted by the brand image while
making purchase decision,13 respondents are not impacted by the brand image of
DTDC and 21 respondents said may be respectively.

39
4.6 Chart Depicting the Brand image of DTDC

No of respondents
Yes No May be

21%

13%

66%

Interpretation:

The chart above states that 66 % respondents are impacted by the brand image while
making purchase decision,13% respondents are not impacted by the brand image
while making purchase decision and 21 respondents said may be respectively.

40
4.7 Table Showing the Customer opinion towards recommending DTDC service
to their friends and family.

Opinion No of respondents
Yes 75
No 25
Total 100

Data Analysis:

The table above shows that 75 respondents recommend DTDC services to their
family and friends, 25 respondents said that they won’t recommend to their family
and friends respectively.

41
4.7 Chart Showing the Customer opinion towards recommending DTDC service
to their friends and family.

No of respondents
No of respondents

75

25

Yes

No

Interpretation:

The chart above shows that 75% respondents recommend DTDC services to their
family and friends ,25% respondents said that they won’t recommend to their family
and friends respectively.

42
4.8 Table Representing the features of DTDC which influence the customer to
choose DTDC

Opinion No of respondents
Brand image 22

Fast delivery 42

Prompt service 23

Attractive design 13

Total 100

Data Analysis:

The table above states 22 respondents are impacted by the brand image ,42
respondents said that they impacted by the fast delivery, 23 respondents said that
they impacted by the prompt services and 13 respondents are impacted by the
attractive design respectively.

43
 4.8 Chart Representing the features of DTDC makes that makes the
customer to choose DTDC

No of respondents
No of respondents

42

22 23

13

Brand image Fast delivery Prompt service Attractive design

Interpretation:

The table above states 22% of respondents are impacted by the brand image ,42% of
respondents said that they impacted by the fast delivery, 23% of impacted said that
they impacted by the prompt services and 13% of respondents are impacted by the
attractive design respectively.

44
 4.9 Table showing the Factor influencing the purchase decision of
consumers choosing DTDC among the competitors

Opinion No of respondents
Packaging 26
Price Quality 33
Brad Name 21
Service Delivery 20
Total 100

Data Analysis:

The above table shows that 26 respondents are influenced by the packaging ,33
respondents are influenced by the price quality,21 respondents are influenced by the
brand name and rest 20 respondents are influenced by the service delivery
respectively.

45
 4.9 Chart showing the Factor influencing the purchase decision of
consumers choosing DTDC among the competitors

No of respondents
Packaging Price Quality Brad Name Service Delivery

20% 26%

21%

33%

Interpretation:

The above chart shows that 26% of respondents are influenced by the packaging
,33% of respondents are influenced by the price quality,21% of respondents are
influenced by the brand name and rest 20% of respondents are influenced by the
service delivery respectively.

46
 4.10 Table representing the advertisement of DTDC.

Opinion No of respondents
Yes 50
No 28
May be 22
Total 100

Data Analysis:

The table above shows that 50 respondents have seen the advertisement of DTDC,
28 respondents have not seen the advertisement of DTDC and rest 22 respondents
said may be respectively.

47
 4.10 Chart representing the advertisement of DTDC.

No of respondents
Yes No May be

22%

50%

28%

Interpretation:

The chart above shows that 50% of respondents have seen the advertisement of
DTDC, 28% of respondents have not seen the advertisement of DTDC and rest 22%
of respondents said may be respectively.

48
 4.11If yes, Did advertisement impact you to choose DTDC.

Opinion No of respondants
Yes 45
No 27
May be 28
Total 100

Data Analysis:

The table above shows that 45 respondents impacted by the DTDC advertisement ,
27 respondents are not impacted by the DTDC advertisement and remaining 28
respondents said may be respectively.

49
 4.11Chart representing the impact of DTDC advertisement

No of respondants
Yes No May be

28%
45%

27%

Interpretation:

The chart above shows that 45% of respondents impacted by the DTDC
advertisement , 27% of respondents are not impacted by the DTDC advertisement
and remaining 28% of respondents said may be respectively

50
 4.12 Table representing Customers facing difficulty with DTDC delivering
services

Opinion No of respondents
Yes 25
No 52
May be 23
Total 100

Data Analysis:

The table above shows that 25 respondents are facing difficulties with DTDC
delivering services, 52 respondents said that won’t face difficulties and remaining 23
respondents said may be respectively.

51
 4.12 Chart representing Customers facing difficulty with DTDC delivering
services

No of respondents
No of respondents

25 52 23

Yes No May be

Interpretation:

The chart above shows that 25% of respondents are facing difficulties with DTDC
delivering services,52% of respondents said that won’t face difficulties and
remaining 23% of respondents said sometimes respectively.

52
4.13 Table showing the Usage of courier by the customer

Opinion No of respondents
1-5 times per month 42
6-10 times per month 46
11-15 times per month 5
16-20 times per month 7
Total 100

Data Analysis:

The table above states that 67 customer said that they use courier 1-5 times per
month ,46 customer said that they use courier 6-10 times per month, 5 customer said
that they use courier 11-15 times per month, 7 customer said that they use courier
16-20 times per month respectively.

53
 4.13 Chart Showing the Usage of courier by the customer

No of respondents
No of respondents

42 46

5 7

1-5 times per 6-10 times per 11-15 times per 16-20 times per
month month month month

Interpretation:

The table above states that 67% customer said that they use courier 1-5 times per
month ,46% customer said that they use courier 6-10 times per month, 5% customer
said that they use courier 11-15 times per month, 7% customer said that they use
courier 16-20 times per month respectively.

54
 4.14 Table showing if the customer is satisfied with the existing
courier/delivery?

Opinion No of respondents
Yes 80
No 20
Total 100

Data Analysis:

The above table shows that the 80 customers are satisfied with the existing courier
and 20 customers are dissatisfied with the existing courier/delivery respectively

55
 4.14 Chart showing if the customer is satisfied with the existing
courier/delivery?

No of respondents
Yes No

20%

80%

Interpretation:

The above table shows that the 80% of customers are satisfied with the existing
courier and 20% of customers are dissatisfied with the existing courier/delivery
respectively

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 4.15 Table Representing Customer opinion on same day service delivery

Opinion No of respondents
Exceptional 27
Good 52
Satisfactory 15
Poor 6
Total 100

Data Analysis:

The above table depicts that 27 respondents thinks its exceptional regarding same
day service delivery,52 respondents says its good,15 respondents are satisfactory and
rest 6 respondents says its poor respectively.

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 4.15 Chart Representing Customer opinion on same day service delivery

No of respondents
Exceptional Good Satisfactory Poor

6%
15% 27%

52%

Interpretation:

The above chart depicts that 27 % of respondents thinks its exceptional regarding
same day service delivery,52% of respondents says its good, 15% of respondents are
satisfactory and remaining 6% of respondents says its poor respectively.

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 4.16 Table showing the Customer opinion on overnight parcel delivery

Opinion No of respondents
Excellent 25
Good 49
Satisfactory 18
Poor 8
Total 100

Data Analysis:

The above table shows that 25 respondents says its excellent for the overnight parcel
delivery, 49 respondents says its good,18 respondents says its satisfactory and
remaining 8 respondents says its poor respectively.

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 4.16 Chart Showing the Customer opinion on overnight parcel delivery

No of respondents
No of respondents

49

25
18
8

Excellent Good Satisfactory Poor

Interpretation:

The above chart shows that 25% of respondents says its excellent for the overnight
parcel delivery, 49% of respondents says its good, 18% of respondents says its
satisfactory and remaining 8% of respondents says its poor respectively.

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 4.17Table showing the Complaints department used by customers

Opinion No of respondents
Yes 27
No 58
May be 15
Total 100

Data Analysis:

The above table shows that 27 respondents use complaints department ,58
respondents said that they have not used and remaining 15 respondents said may be
respectively.

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 4.17 Chart showing the Complaints department used by customers

No of respondents
Yes No May be

15%
27%

58%

Interpretation:

The above chart shows that 27% respondents use complaints department ,58%
respondents said that they have not used and remaining 15% respondents said may
be respectively.

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 4.18 The table shows customer satisfaction with the DTDC service.

Opinion No of respondents
Very satisfied 25
Satisfied 35
Neutral 13
Dissatisfied 12
Very dissatisfied 15
Total 100

Data Analysis:

The above table shows that 25 respondents are satisfied with services,35 respondents
are satisfied,13 respondents says its neutral,12 respondents says that they are
dissatisfied and remaining 15 respondents says they are very dissatisfied.

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 4.18Chart representing the Customer satisfaction with the DTDC
service.

No of respondents
Very satisfied Satisfied Neutral Dissatisfied Very dissatisfied

15%
25%
12%

13%

35%

Interpretation:

The above chart shows that 25% of respondents are satisfied with services,35% of
respondents are satisfied,13% of respondents says its neutral,12% of respondents
says that they are dissatisfied and remaining 15% of respondents says they are very
dissatisfied.

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 4.19 Table representing the Customer opinion on purchase tracking
system of DTDC

Opinion No of respondents
Exceptional 27
Good 52
Satisfactory 15
Poor 6
Total 100

Data Analysis:

The above table state that 27 respondents said its exceptional on purchase tracking
system of DTDC, 52 respondents said its good, 15 respondents said its satisfactory
and remaining 6 respondents says its poor respectively.

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4.19 Chart representing the Customer opinion on purchase tracking system of
DTDC

No of respondents

Poor
Satisfactory 6% Exceptional
15% 27%

Good
52%

Interpretation:

The above table state that 27% of respondents said its exceptional on purchase
tracking system of DTDC, 52% of respondents said its good ,15% of respondents
said its satisfactory and remaining 6% of respondents says its poor respectively.

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 CHAPTER 5

FINDINGS, CONCLUSION AND SUGGESTIONS

5.1 FINDINGS

 Majority of the respondents belong to the male category.

 20-30 is the age group that most of the customers belong to.

 The rage of salaries of most of the customers is 10000-20000

 Most of the customers are delighted towards the services offered by DTDC

 Most of the customer feels that the company delivers the product on time.

 Customers have stated that the impact of the brand image is high.

 Majority of the customers have told that they would recommend DTDC to
their family and friends.
 Fast delivery is the major reason for choosing DTDC over their competitors.

 Price quality of the company has a great influence in the minds of the customer.

 Majority of the customers have seen the DTDC advertisements.

 Customers those who have seen the advertisement of DTDC have made an
great impact on availing the services.
 Most of the customers don’t face any difficulty in dealing with the company.

 Majority of the customers use DTDC services for 1-5 times per month

 Most of the customers are extremely satisfied with the existing courier services.

 Customers feels that the deliver on the same day services is good.

 Customers feels that the overnight parcel deliver services is good.

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5.2 SUGGESTIONS:

 DTDC logistics should build client solutions as a real revenue boost to help
DTDC get its missing clients back.
 In contrast to other courier services, the price of DTDC has been found to be
poor, thereby raising the premium so that the franchisor's margin can be
improved.
 The survey showed that most of the buyers were not concerned because, instead
of being postponed, the freight stock was highly worried whether freight boxes
might be shipped or processed in other cost forms, which would lead to the
selling. Price place a major role in service sector since it is logistics, especially
business clients will be ready to pay more if there is any urgency in delivering
the goods so the company has to improvise on fast mode delivery.
 DTDC has to develop their applications regarding the tracking consignment and
make easy for the customers in order track their shipments.
 Proper settlement has to be made for the damage of the goods, delay of
delivering the products, delivering the wrong goods to the customer and other
issues of the customer that will help to create a good impression about the
company
 DTDC application has to be customized based on the customer requirements.

 Feedback can be collected from the customer’s right after the delivery for the
immediate rectification.
 Maintaining uniformity in rendering services between counters and customer

 DTDC should also concentrate on reaching to remote areas.

 The company should concentrate more towards the quality of service delivery
that is offered to the customers and providing offers and discounts to regular
customer in order to retain the customer for a longer period of time.

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5.2 CONCLUSION:

The assignment of project was done in order to view the to study “Customer
preferences in choosing DTDC express ltd”. Customers plays an Vital role in any
organisation for that matter, hence it is highly important for each and every
organisation to concentrate on customer preferences while decision making ,to
maintain the level of satisfaction of the customer and maintain a good relationship
with the customer and gain better goodwill from them.

In the research that was conducted to know the customer preferences with reference
to the delivery/courier service offered in DTDC express ltd, the Customers
preferences are based on quality, speed delivery, discounts and offers while choosing
the company and customers are satisfied with the services that is offered by them. It
is further advisable for the company to maintain the same kind of relationship with
the customers and look after the various problems and difficulties faced by them and
rectify their problems immediately in order to make the customer feel comfortable
and delighted about the company.

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BIBILOGRAPHY

http://www.dtdc.in/
https://www.owler.compa
ny/dtdc
https://en.wikipedia.org/wiki/DTDC

Research
papers:
vamsinath
(employee)
koushik
(employee)
Mahesh Chandra (employee)

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