PROJECT REPORT
“A COMPARATIVE STUDY ON COURIER SERVICES”
WITH SPECIAL ALLUSION TO DESK TO DESK COURIER & FIRST FLIGHT LTD.
A project submitted for the partial fulfillment of the requirement for the award of degree of BACHELOR OF BUSINESS ADMINISTRATION
DEPARTMENT OF MANAGEMENT BIRLA INSTITUTE OF TECHNOLOGY, RANCHI ALLAHABAD CAMPUS Under the guidance of:
Submitted by:
Dr. Adhip Kr. Mahanty
Kishaly Kumar (BBA/3030/10) (BBA/3030/10) Ansul Kr. Pandey Pa ndey (BBA/3011/10)
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ACKNOWLEDGEMENT
We take this opportunity to express our profound gratitude and deep regards to our guide Dr. A.K. Mahanty & all other faculty members for their exemplary guidance, monitoring and constant encouragement throughout the course of this thesis. The blessing, help and and guidance given by them time to time shall shall carry us a long way in the journey of life on which we are about to embark.
We also take this opportunity to express a deep sense of gratitude to all the respondents for their cordial support, valuable information and response, which helped us in completing this task through various stages.
Lastly, we thank almighty, our parents, brother, sisters and friends for their constant encouragement without which this assignment would no t be possible.
Kishlay Kumar
Ansul Kumar Pandey
(BBA/3030/10)
(BBA/3011/10)
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INDEX Serial No. 1. 2. 3. 4. 5. 6. 7. 8.
Content Introduction to both companies. Objective of study Research Methodology Scope of study Analysis & data interpretation Findings & conclusions Bibliography Annexure
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INTRODUCTION TO THE COMPANIES
Desk to Desk Courier: DTDC Courier & Cargo Ltd. (DTDC) is an Indian delivery company offering domestic and international services. DTDC Courier & Cargo Ltd. (DTDC) was founded by Mr. Subhasish Chakraborty in 1990. Today DTDC is one of the largest Indian companies in the Express industry.
FACTS ABOUT DTDC:
DTDC is credited with pioneering the franchisee concept for courier industry.
DTDC serves 10000 pin codes across India.
Delivers 11 Million consignments per Month.
First ever Indian express company to establish a joint venture in China . (Source: official website- www.dtdc.in )
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First Flight: th
First flight couriers came into being on Monday, 17 November 1986. It all began with setting up of three offices at Delhi, Kolkata & Mumbai.
It was the foresight & dynamism of the Founder Chairman & Managing Director, O.P. Saboo It’s India’s largest domestic courier company. FACTS ABOUT FIRST FLIGHT:
1200 First flight offices across India.
2300 authorized collection centers.
452 franchised locations.
Serving over 6700 pin code destinations across India.
Dedicated work force of over 17000 plus employees.
Serving over 220 countries globally. (Source: official website- www.firstflight.net)
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OBJECTIVES OF STUDY
1. To study the customer satisfaction level towards the services provided on the basis of various parameters. 2. To study the difference between market performance of FIRST FLIGHT & DTDC couriers Ltd. 3. To ascertain the features that customer prefer in selecting a particular courier service.
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RESEARCH METHODOLOGY
Research Design: In case of our research study “Comparative analysis of the couriers companies with special reference to First flight & DTDC” the descriptive research is found to be more appropriate.
Sampling Size: The total sample size is 60
Sources of Data Collection: PRIMARY DATA
Questionnaire Method
SECONDARY DATAThe secondary data which has been used to carry out this study are as follow
Books, Journals, Magazines & Newspaper.
Company’s official website
Some other relevant study material & websites.
SCOPE OF STUDY To conduct this research the target population was the courier users. Who
have used both DTDC & First flight Targeted geographic area was Allahabad, Sample size was 60
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DATA ANALYSIS & INTERPRETATION (This calculation has been made by considering 60 people only who were the respondents of questionnaire)
1 Which brand you prefer most for courier service?
45 40 s t n e d n o p s e r f o o N
35 30 25 20 15 10 5 0
Which brand you prefer most for courier service
Series1
DTDC
FF
19
41
Market share of two companies on the basis of preference of the customers. DTDC FF
31.66% 68.33%
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Satisfaction level towards the services provided on the basis of various parameters. (Both DTDC & FIRST FLIGHT) 1 Speed in delivering consignments:-
Speed in delivery 35 30 s 25 t n e d n 20 o p s e r f 15 o . o N10
5 0 HS
S
N
D
HD
DTDC
27
18
5
7
3
FF
33
21
2
4
0
HS- Highly satisfied, S- Satisfied, N- Neutral, D- Dissatisfied, HDHighly dissatisfied DTDC FF
HS 45% 55%
S 30% 35%
N 8.33% 3.33%
D 11.66% 6.66%
HD 5% Nil
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2 Safety in delivering consignments:-
Safety in delivery 35
30
25 s t n e d n 20 o p s e r f o 15 . o N
10
5
0 HS
S
N
D
HD
DTDC
18
24
1
5
12
FF
21
31
3
3
2
HS- Highly satisfied, S- Satisfied, N- Neutral, D- Dissatisfied, HDHighly dissatisfied. DTDC FF
HS 30% 35%
S 40% 51.66%
N 1.66% 5%
D 8.33% 5%
HD 20% 3.33%
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3 Economic
Economic 40 35 30 s t n e 25 d n o p s 20 e r f o . 15 o N
10 5 0 HS
S
N
D
HD
DTDC
14
37
6
3
0
FF
6
28
3
19
4
HS- Highly satisfied, S- Satisfied, N- Neutral, D- Dissatisfied, HD- Highly dissatisfied
DTDC FF
HS 23.33% 10%
S 61.66% 46.66%
N 10% 5%
D 5% 31.66%
HD Nil 6.66%
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4 Customer Care:-
Customer Care 45 40 35 s t n e d n o p s e r f o . o N
30 25 20 15 10 5 0 HS
S
N
D
HD
DTDC
11
43
0
4
2
FF
13
41
3
2
1
HS- Highly satisfied, S- Satisfied, N- Neutral, DS- Dissatisfied, HD- Highly dissatisfied
DTDC FF
HS 18.33% 21.66%
S 71.66% 68.33%
N Nil 5%
D 6.66% 3.33%
HD 3.33% 1.66%
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5 Risk Coverage:-
Risk Coverage 40 35 30
s t n e d n o p s e r f o . o N
25 20 15 10 5 0 HS
S
N
D
HD
DTDC
12
29
2
12
5
FF
20
37
1
2
0
HS- Highly satisfied, S-Satisfied, N- Neutral, D- Dissatisfied, HD- Highly dissatisfied
DTDC FF
HS 20% 33.33%
S 48.33% 61.66%
N 3.33% 1.66%
D 20% 2.33%
HD 8.33% Nil
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6 Availability & Proximity:-
Availability & Proximity 45 40 35
s t n e d n o p s e r f o . o N
30 25 20 15 10 5 0 HS
S
N
D
HD
DTDC
8
40
4
5
3
FF
16
43
0
0
1
HS- Highly satisfied, S- satisfied, N- Neutral, D- Dissatisfied, HD- Highly dissatisfied
DTDC FF
HS 13.33% 26.66%
S 66.66% 71.66%
N 6.66% Nil
D 8.33% Nil
HD 5% 1.66%
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To ascertain the features that customers prefer in selecting a particular courier:-
Speed & Safety
50 45 s t n e d n o p s e r f o o N
40 35 30 25 20 15 10 5 0 Speed & Safety Series1
MP
MOD.P
LP
49
11
0
MP
MOD.P
LP
39
18
3
Risk Coverage s t n e d n o p s e r f o o N
40 35 30 25 20 15 10 5 0 Risk Coverage Series1
15
Customized Services
35 30 s t n e d n o p s e r f o o N
25 20 15 10 5 0 Customized Services Series1
MP
MOD.P
LP
31
22
7
MP
MOD.P
LP
24
28
8
Customer Care
30
s t n e d n o p s e r f o o N
25 20 15 10 5 0 Customer Care Series1
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Value added services
s t n e d n o p s e r f o o N
50 45 40 35 30 25 20 15 10 5 0 Value Added Services Series1
MP
MOD.P
LP
3
11
46
MP
MOD.P
LP
5
47
8
Availability & Proximity
50 45 s t n e d n o p s e r f o o N
40 35 30 25 20 15 10 5 0 Availiability & Proximity Series1
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Findings & conclusions 1. As per this survey, the market share of First flight in Allahabad is more than Desk to desk courier i.e. DTDC- 31.66% First flight- 68.33% 2. Majority of customers were satisfied with the service of First flight in context of speed in delivering consignments. 3. Majority of customer were satisfied with the service of First flight in context of safety in delivering consignments. 4. The services of DTDC were found to be more economic. 5. Majority of customers were satisfied with First flight in context of risk coverage policies. 6. Speed & safety in delivering consignments was the most preferred feature for selecting a courier service. 7. Risk coverage & customized service were one of the preferred features for selecting a courier service. 8. Customer care & proximity of centers were moderately preferred by customers.
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LIMITATIONS
1) Due to time constraint only a part of universe has been studied. 2) Some respondents were reluctant to fill the questionnaire.
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BIBLIOGRAGHY
Websi tes
www.google.com www.dtdc.in www.firstfligh.net www.wekipedia.com
Books
Research Methodology by R. Panneerselvam Research Methodology by C.R. Kothari
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