Client Satisfaction On Services Rendered by VRL

“A STUDY ON CLIENT SATISFACTION FROM THE SERVICE
RENDERED BY VRL LOGISTICS”
Dissertation submitted in partial fulfillment of the requirements for the

award of the Degree of
MASTER OF BUSINESS ADMINISTRATION

of
BANGALORE UNIVERSITY
By
ADITHI BAI SK
17XQCMD006
Under the guidance of
Dr SUMITHRA SREENATH
Professor at
M.P.BIRLA INSTITUTE OF MANAGEMENT

Bangalore University
2018–2019
DECLARATION BY THE STUDENT
I hereby declare that “A STUDY ON CLIENT SATISFACTION FROM SERVICES RENDERED

BY VRL LOGISTICS” is the result of the project work carried out by me under the guidance of
Dr SUMITTHRA SREENATH in partial fulfillment for the award of Master’s Degree in Business
Administration by Bangalore University.
I also declare that this project is the outcome of my own efforts and that it has not been
submitted to any other university or Institute for the award of any other degree or Diploma or
Certificate.
Place: Bangalore Name : ADITHI BAI SK
Date: 25/06/2019 Register Number: 17XQCMD006

ACKOWLEDGEMENT
It is my privilege in writing this acknowledgment to thanks to all those who gave their views and
support for completion of the project work for VRL LOGISTICS for the duration of 45 days. I
would like to take up this opportunity to convey my deep sense of gratitude to Dr.SUMITHRA
SREENATH. And our Principal Dr. SATHYA NARAYANA for providing an opportunity to
do this project.
I ardently thank Dr.SUMITHRA SREENATH, who had devoted their time to us for the
guidance. This project would not have been successful without the constant guidance and support
of my institutional guide Dr.SUMITHRA SREENATH who took the keen interest in my
project to make it a beneficial exercise.
I would also extend my thanks to all the staffs of the company. Last but not the least, all my
thanks to beloved friends who have helped me a lot during the project for the successful
completion.
Place: Bangalore ADITHI BAI SK
Date: 25/06/2019 (17XQCMD006)

Abstract
The Courier industry in India is like a vital link of communication between persons and
corporations meant for individual and industrial benefits, It is an Industry which is worth Rs 50
Billion and is on steady pace of development. There are more than 2300 logistics companies
operating in India, thus resulting it a challenge and provide effective service delivery.
In this study we deal with the client satisfaction on VRL Logistics based on all the parameters
with respect to Logistics factors and we found that there is a significant relationship between
Client satisfaction and Warehouse facilities, Expectation, Value, Performance and transloading.
TABLE OF CONTENTS
Chapter Particulars Page

No.
1 1.1 Introduction 01
1.1.1 GLOBAL LOGISTICS 01
1.1.2 Logistics in USA 01
1.1.3 Logistics in South Africa 01
1.1.4 Logistics in Australia 02
1.1.5 Logistics in Germany 03
1.1.6 Logistics in India 03
1.1.7 Logistics in China 04
1.1.8 Logistics in Japan 04
1.1.8.1 Automation in Japan Logistics Sector 06
1.1.9 Logistics in Saudi Arabia 06
1.2 Theoritical Background 08
1.2.1 About Logistics 08
1.2.2 Definitions 09
1.2.3 Reverse Logistics 09
1.2.4 History of Logistics 09
1.2.5 Logistics Market 11
1.2.6 Role of Logistics 12
1.2.8 Role of Logistics for Organization 13
1.2.9 Importance of Logistics in India 13
14
1.2.10 Client Satisfaction on Logistics
1.3 Importance of the Topic 14
1.4 Need to study the topic 14
2 REVIEW OF LITERATURE AND RESEARCH DESIGN 15
2.1 LITERATURE SURVEY AND GAP 15
2.1.1 RESEARCH GAP: 19
2.2 STATEMENT OF THE PROBLEM 19
2.3 SCOPE OF THE STUDY 20
2.4 OBJECTIVES OF THE STUDY 20
2.5 HYPOTHESES 20
2.6 SAMPLING 21
2.7 TOOLS & TECHNIQUES FOR COLLECTION OF DATA 21
2.8 PLAN OF ANALYSIS 21
2.9 LIMITATION 22
3 COMPANY PROFILE 23
3.1Centralized Operations 23
3.2 Corporate Social Responsibility 23
3.3 Mission 24
3.4 Vision 24
3.5 Objectives of the industry 24
3.6 Business Ethics 24
3.7 Companies Product or Services 24
3.7.1 Vrl Express Cargo 24
3.7.2Vrl Courier Service 25
3.7.3Warehousing & 3pl Solutions 26
3.7.4 Vijayanand Travels 26
3.7.5 Online Ticket Booking 27

3.7.6 Vrl Aviation 27
3.8 Competitors 27
3.9 Board Of Directors Of Vijayanand Travels 28
3.10 Swot Analysis 29
3.11 ORGANISATIONAL STRUCTURE 31
4 DATA ANALYSIS & INTERPRETATION 32
4.1.1 Type of business. 32
4.1.2 Number of years in the business 33
4.1.3 Number of years with VRL 34
4.1.4 Products that are sent on consignment. 35
4.1.5 Customer Satisfaction 37
4.1.6 Customer Expectation 37
4.1.7 Quality of Service 38
4.1.8 Value 39
4.1.9 Performance 40
4.1.10 Warehousing 41
4.1.11 Transloading 43
4.1.12 Chi Square Test 1 42
4.1.13 Chi square test 2 44
4.1.18 Correlations 48
4.1.19 Regression 52
4.1.20 Anova results 53
5 SUMMARY OF FINDINGS, CONCLUSIONS AND 54

SUGGESTIONS
5.1 SUMMARY OF FINDINGS 54
5.2 CONCLUSION 55
5.3 SUGGESTIONS 55
BIBLIOGRAPHY
APPENDICES
LIST OF TABLES
Table No. Description Page No.

2.1 LITERATURE SURVEY 15
2.6 Sample 22
4.1.8 Value 40
4.1.13 Chi square test 2 46
4.1.18 Correlations (i) to(iii) 49
4.1.19 Regression 53
4.1.20 Anova results 54

List of Chart
Chart No. Description Page No.
3.1 Organizational Structure 32
4.1.8 Value 41
A STUDY ON CLIENT SATISFACTION FROM SERVICES RENDERED BY VRL LOGISTICS
CHAPTER 1
INTRODUCTION
1.1 Industry Profile
1.1.1 GLOBAL LOGISTICS
Global logistics is a service of delivering varied forms of merchandise round the globe. it's
through with cargo which might be air-bound, ocean-bound or road-bound. This cargo will
embody significant load, containers and then on. Managing the flow of products through the
provision chain is additionally a vital half of a global supply. There are over many of firms
round the world that offer such services.
1.1.2 Logistics in USA
The logistics and transportation trade within the USA is very competitive. By finance during
this sector, international corporations position themselves to raised facilitate the flow of
products throughout the world's largest shopper market. International and domestic firms
during this trade enjoy a extremely skilful work force and comparatively low prices. defrayal
within the U.S. supply and transportation trade destroyed $1.4 trillion in 2016 (7.5 % of U.S.
GDP that year). Analysts expect trade investment to correlate with sector-specific growth
within the U.S. economy. America's extremely integrated offer chain network links
producers and shoppers through multiple transportation modes, as well as air and categorical
delivery services, freight rail, maritime transport, and truck transport. To serve customers
with efficiency, international and domestic corporations offer tailored supply and
transportation solutions to make sure coordinated merchandise movement from origin to
finish user through every supply chain network phase.
1.1.3 Logistics in South Africa
South Africa is that the second largest economy in Africa and therefore the 40th-largest
within the world. African nation is hierarchal as associate degree upper-middle financial gain
economy by the planet Bank and is taken into account as a fresh industrialized country. The
MP BIRLA INSTITUTE OF MANAGEMENT Page 1

Republic of African nation has been known as a middle power in world affairs and maintains
vital regional influence. Bollore’ Logistics African nation (SA) was established in 1997 in
metropolis. The year 2008 was marked by vital acquisitions for the Bollore’ cluster,
including the Whitehorse cluster and SAEL with branches in city, Durban and Port Elizabeth
in addition as its SOCOPAO division. In 2014, Bollore’ supply reserves formally
incorporated with SAEL and at the same time non-heritable its Socopoa division, being the
shipsâ agents for Safmarine MPV. an additional branch was later opened in East London.
Bollore’ supply African nation may be a whole of Bollore’ Transport & supply, a frontrunner
in transport and supply services on the African continent. They style and implement end-to-
end transport solutions for purchasers. Their offer chain centered approach permits them to
link all supply activities to the foremost overseas on the African continent. Bollore’ supply
African nation is additionally a entryway into all of Africa facilitating freight forwarding,
customs clearance, repositing and distribution activities for several multi-national firms. It
offers these services across industries as well as mining, oil & gas, industrial & infrastructure
developments, automotive, healthcare, aerospace, cosmetics, telecommunications and trade
goods. The organization features a strategy to any develop one-stop-shop solutions as well as
customs clearance, fine supply and regional distribution.
1.1.4 Logistics in Australia
Australia may be a distinctive country with a comparatively short history. Demographical,

geographical and political conditions mix to make a novel supply setting subject to variable
challenges. Like any country within the world, supply plays a crucial role in helping the
running of the nation’s economy. The Australian supply Council (2011) states that while
overseas expertise provides some examples, Australia’s state of affairs as an overseas,
sparsely inhabited island continent for the most part smitten by the export of staple, poses
distinctive challenges for transport and logistics. consistent with Estrada-Flores (2008, 3),
very little (2007) declared that the price of supply activities in 2007 equated to some ninth of
Australia’s Gross Domestic Product (GDP) for that year, a figure well into the billions of
bucks.

1.1.5 Logistics in Germany
Germany may be a logistician's marvel. Justly far-famed for its engineering brilliance, the
country is wherever the world finds innovative brass-tacks solutions to satisfy its supply
wants. this can be wherever machinery gets its logic, wherever technical ability is combined
with a research for organized potency. These virtues characterize German engineering
encompassing. Logistics is one in all the key pilasters of Germany's fight, paving the means
for more industrial worth, the movement of products and cooperation between firms. German
supply trade occupies the third position within the country's GDP consideration simply
behind its international trade and therefore the automotive sector. The supply sector employs
concerning 3 million folks associate degreed has an annual turnover of â‚¬200 billion,
representing some seven per cent of the gross domestic product. The supply sector
additionally displays far-above-average growth. Around 15 billion is invested with in supply
annually in Germany. the ecu supply market totals some 600 billion, and Germany features a
large thirty per cent market share. German supply service suppliers get pleasure from a lofty
international name. The German ability, flexibility and ability within the improvement of
added processes are appreciated throughout the planet. German innovations in supply
particularly in telemetric and navigation are thought of best. There are many scientific
institutes in Germany functioning on supply innovations of the longer term. And, several
universities and centres of excellence supply coaching and advance training programmes in
supply.
1.1.6 Logistics in India
The Indian logistics sector is on a giant growth tide. Consistent with the domestic rating
agency ICRA, Indian supply sector is anticipated to grow at a rate 8-10 per cent over the
medium term. this can be associate degree improvement over the compound annual rate
(CAGR) of seven.8 per cent at that the trade grew throughout the last 5 years. The supply
trade of India is presently calculable to be around US$ one hundred sixty billion. With
implementation of GST the world is anticipated to learn and bit US$ 215 billion over the
following 2 years, as per the Economic Survey 2017-18. The last number of years has seen
vital development for this trade that is mirrored within the international rankings. consistent

with the worldwide Ranking of the planet Bank's 2016 supply Performance Index, India
jumped to thirty fifth rank in 2016 from 54th rank in 2014 in terms of overall supply
performance. The report additionally showed that India’s supply sector has improved its
performance on all the six parameters employed in the ranking. this can be a large jump of
20+ ranks and clearly indicates the expansion of the world. there's lots of investment that the
trade is attracting and as a results of the transformations and changes junction rectifier by
these investments, the trade can stimulate job creation. The specialists predict that it will be
the biggest job creator by 2022. The world presently provides employment to over twenty
two million folks within the country. The report additionally emphasizes that rising the world
would end in a ten per cent decrease in indirect price, successively resulting in a growth of 5-
8 per cent in exports. The Indian government has proclaimed that it's functioning at the
policy so as to line up new supply set up within the country. The intention is to plan the
foremost efficient methodology to move merchandise by the year 2035. The policy aims at
getting ready a correct integrated supply set up. The new supply division at intervals the
department of commerce is functioning on this national integrated set up, with the target to
spot and iron out any existing bottlenecks and gaps within the trade. This can be excellent
news for the world. It’ll additionally encourage tech-enabled startups within the supply sector
as they'll be ready to offer seamless movement of products across the country.
1.1.7 Logistics in China
China has in excess of 700,000 enlisted Logistics Networks; however they don't give
extensive administration locally as a result of limited guidelines. Logistics suppliers don't
ordinarily serve waterfront Chinese urban areas and the inside Chinese urban communities,
making perceivability troublesome as payload moves from region to zone.
Some portion of the development procedure is developing transportation framework. Sea

cargo is the least expensive approach to move payload (and most assembling is done in the
seaside Chinese zones). The midrange elective is rail, which doesn't hold the same number of
products, and airship cargo, with greater expense yet quicker conveyance.

At present government rail sponsorships are advancing that development, however some are
worried about what will happen should the administration diminishing or cut the
appropriations totally. Contrasted with sea and airship cargo information, access to
fundamental rail lines data like rates, volume and even course recurrence is troublesome,
making rail utilize progressively unpredictable.
1.1.8 Logistics in Japan
The cargo and Logistics area is a significant piece of the Japan economy and the business
remained at 25 trillion yen in 2017 (roughly 5% of the GDP) and it utilizes around 2.13
million individuals in the nation. In the Japan Logistics execution Index score, in 2016, Japan
remained at the twelfth position with a LPI score of 3.97, which is superior to anything
nations, similar to China, Australia, and India. Japan is as of now the world's third-biggest
and one of the quickest developing web based business advertises on the planet. The nation is
rare of assets, yet it is encompassed by a tetrahedron the ocean. Along these lines, it depends
intensely on imports of numerous crude materials and fares the handled items.
Presently there are 82.59 million internet business clients in Japan, and 6.33 million extra
clients are relied upon to shop online by 2021. About 99.6% of Japan's fares and imports are
by sea transport and just 0.4% is via Air transport. The Port of Tokyo is one of the significant
ports in Japan and a vital passage to the world. It is associated through a system of normal
compartment shipping courses and it goes about as the center conveyance center for
supporting different enterprises in Japan. It is instrumental in associating Japan to the nations
in North America and Europe. The Japan warehousing industry request has been expanding
with time. Fast modernization of stockroom offices and substantial customer interest for
online business have been the top factors in adding to occupier request, and financial
specialist enthusiasm for the warehousing area.

1.1.8.1 Automation in Japan Logistics Sector:
Japan is experiencing the most exceedingly terrible work lack for as far back as four decades.
Work efficiency as of late has been diminishing, and when contrasted with the United States,
it is as low as 60%, alongside high work costs and furious challenge in the Japanese Logistics
industry. There is a requirement for the Automation of Logistics exercises in Japan, due to
the low stacking proficiency (about 44%). Because of the blasting web based business area
and the rising interest for last mile conveyance, organizations are swinging to new companies
like Ground Inc. also, Acca International Co. for distribution center computerization
administrations. Japan's biggest furniture producer, Nitori Holdings, as of late conveyed 79
robots in its Osaka dispersion focus. Because of a heap on Logistics framework in Japan,
utilization of Artificial Intelligence is picking up consideration in the nation. Daiwa house, in
association with India's GreyOrange, has chosen to utilize AI empowered robots for
distribution center activities, which is relied upon to slice its labor necessities by 80%. Smart
transport frameworks (ITS) have likewise demonstrated to be instrumental in improving the
effectiveness of Logistics in the nation. The most utilized ITS administrations are Oki
Electric's loco mobi, Hitachi KE frameworks' GSP utilized transport framework, Isuzu's
Mimamore-Kun, Yamato Transport's See-T Navi, Toyota's DSRC unit. ALSOK's Guard One
and Fujitsu's DTS-B1 utilized task bolster administration. A few delivery firms and ship
manufacturers have held submits Japan to create remote controlled load vessels and intend to
dispatch it by 2025. The boats are going to utilize IoT, which may interface various gadgets
to assemble information like climate conditions and dispatching data. The various issues in
Japanese industry have acted like chances to different innovation based organizations, to tap
on it and rethink the whole Logistics part
1.1.9 Logistics in Saudi Arabia
Warehousing is a noteworthy and significant mainstay of the Logistics advertises, and is

developing quickly in the Kingdom. In Saudi Arabia, warehousing is of four sorts: Dry,
solidified, encompassing, and dangerous.

Dry Warehouse is the most widely recognized sort. The warehousing section has seen a
considerable development lately, growing from about SR7 billion of every 2010 to SR10
billion out of 2015. Understanding the locale's potential and the developing significance of
exchanging connections, Logistics and administration organizations, for example, DHL, DB
Schenker, Kuehne and Nagel, Lufthansa, Fraport and others, who as of now have an
exceptionally solid nearness in Saudi Arabia, are further extending their tasks.
As the nation has high sustenance import volumes and a dry atmosphere, it ends up
fundamental for it to have a strong Logistics framework as well as a warehousing and
dissemination framework. A deficient number of distribution centers and cold storerooms, at
present, results in nourishment wastage, which thus unfavorably influences operational
productivity and expenses.
Warehousing is an undeniably basic part of a business. By dealing with the progression of

merchandise through the production network, one can successfully control costs, limit
presentation to overloaded stock, oversee money streams and furthermore streamline
transportation. For little new businesses hoping to set up a nearness in a key market or
substantial organizations hoping to catch an open door in new territories, or any others in the
middle of, outsider Logistics (3PL) suppliers give alternatives that enable organizations to
scale productively.
The 3PL market in Saudi Arabia is relied upon to extend at a compound yearly development
rate (CAGR) of 5.7 percent more than 2016-2020. Factors, for example, empowering cost
decrease, accessibility of particular specialist organizations, the nearness of mechanical
zones, and expanding industrialization are driving this market.
3PL contributes 7-10 percent of Saudi Arabia's general Logistics advertise. The market is
portrayed by the nearness of a substantial number of disorderly nearby and universal players.
The vast majority of the worldwide organizations looking for modern premises in Saudi
Arabia are searching for world-class warehousing space. Nonetheless, inferable from a
restricted supply of first rate warehousing offices, they incline toward renting land and

developing offices as per their prerequisites. This hampers the nation's 3PL administrations
industry.
The warehousing market is relied upon to additionally develop at 9 percent CAGR to achieve
a market size of SR16 billion by 2020. Development in this fragment is required to emerge
because of expanded assembling action, blossoming worldwide exchange, rising residential
utilization and the facilitating of government guidelines. Besides, the potential future
development of web based business will trigger the interest for Logistics and distribution
center stockpiling in the nation.
1.2 Theoritical Background
1.2.1 About Logistics

An across the board thought wins that Logistics is the 'development of merchandise's that is
narrow idea. Logistics is significantly more and a lot more extensive than minor physical
treatment of merchandise. Logistics includes a few different capacities, for example, obtaining,
plant Location, plant Layout, and so on., and even the removal of scarps. It covers amazingly
shifted proficient orders. They are:
• Facility area
• Forecasting and request the executives
• Planning
• Transportation: the mode and the course
• Inventory the executives: all inventories
• Warehousing
• Protective bundling
• Information : upkeep and stream.

1.2.2 Definitions
Numerous definitions are given for 'Logistics'. Here are a few: "Logistics” is .......
• Strategically dealing with the acquirement and development of merchandise and capacity
of stock an all structures."
• The procedure of deliberately dealing with the acquirement, development and capacity of
materials, parts and completed stock (and the related data Flows) through the organisation and its
advertising diverts so that present and future productivity are enhanced through the financially
savvy satisfaction of requests"
• The study and the management of products and administration flows and related data that
get these under way"
These definitions give the possibility of the wide scope of capacities that Logistics covers. A
basic definition is: "Logistics is conveyance of the required place, at required time, in required
person...... effectively".
1.2.3 Reverse Logistics
Another measurement to Logistics is 'Reverse Logistics' (Rev Log). Merchandise come back
from the shopper’s point to the first and supply point, for different reasons. Terrible conveyance,
over-supply, damaged, expiry coming up short assessment tests at the client point, products
unsold and so forth., are a few occurrences where the materials transverses back. This is Reverse
Logistics. The material that needs to return to the first point, or to the first provider, has
additionally to be dealt with viably and productively. 'Keep up a Rev Log' framework.
1.2.4 History of Logistics
Logistics can be characterized as giving the correct kind of items and additionally benefits at the
correct value, time and in the correct condition. A fast take a gander at some Logistics history
may demonstrate fascinating.
The introduction of Logistics can be followed back to antiquated war times of Greek and Roman
realms when military officers titled as Logistikas ' were doled out the obligations of giving

administrations identified with supply and dispersion of assets. This was done to empower the
officers to move from their base position to another forward position productively, which could
be a urgent factor in deciding the result of wars. This additionally included dispensing damage to
the supply areas of the foe and defending one's very own supply areas. In this manner, lead to the
improvement of another framework which can be identified with the present day arrangement of
Logistics the executives.
Amid the Second World War (1939-1945), Logistics developed enormously. The military
Logistics of United States and partners ended up being beyond what the German armed force
could deal with. The supply areas of German military were incurred with genuine harms and
Germany was not ready to unleash a similar destruction on its adversary. The United States
military guaranteed that the administrations and supplies were given at the perfect time and at the
opportune spot. It likewise endeavored to give these administrations when and wherever
required, in the most ideal and prudent way. The best accessible alternatives to complete an
undertaking were created. This likewise brought forth a few military Logistics procedures which
are still being used, best case scenario in a further developed structure.
Logistics has now developed itself as a workmanship and science. Be that as it may, it can't be
named as a careful science. Logistics does not pursue a characterized set of tables nor it depends
on abilities acquired from birth. A Logistics director plays out his obligations and duties
dependent on his instructive encounters and instinct. These aptitudes are supported by a
consistent utilization of the equivalent by him for advancement of his association. The Logistics
director guarantees that the organization is profited by a viable and proficient arrangement of
strategic administration. He additionally needs to guarantee that the correct sort of items and
administrations are given at the opportune time and at a correct cost, regardless of whether inside
the organizational premises or conveyance of shipments outside the premises of the firm.
Logistics has come to be somewhat help for some associations that earlier viewed it as a weight.
Organizations these days are contracting individuals with the essential learning to convey
economical improvements in the field of store network the executives. As has been the situation
all through the vast majority of Logistics history, the undertaking of a Logistics supervisor
includes an unmistakable vision and a drive inside to convey results under exacting due dates
notwithstanding his typical duties.

1.2.5 Logistics Market
India's railroads convey day by day a normal of twelve million travelers and over a million tons
of cargo traffic on a system spread more than 62,725 km, covering 7,068 stations. It works on
three checks for example broad gauge (1676 mm), meter gauge (1000mm), and narrow gauge
(762 and 610mm). Albeit broad gauge frames just 64.5% of the course, it produced 96% of cargo
yield and 89.6% of the traveler yield amid 2007-08.
Around the same time, absolute traveler traffic was 4,018 million. 19.5% (12,306 Km) of the
absolute system and 30% of the broad gauge organize is energized. The railroads are the biggest
business in the nation, with over 1.6 million representatives. Working income in 2007-08 was
around 3.7 billion.
The 6000 km long Indian coastline has eleven noteworthy ports (overseen by the port trust of
India under focal government purview) and 163 intermediate ports (under the locale of their
separate state governments) in any case, as respects limit, profitability and effectiveness Indian
ports don't contrast well and a portion of the international ports.
In 2007-08, the complete freight dealt with at real Indian ports was 251.39 million tons, and
developing interest has implied that the normal ship turnaround time at these ports is expanding.
Dry and fluid mass record for around 80% of the port traffic in volume, while general cargo
comprise the rest of the traffic.
India's roadway system of very nearly 3 million km is one of the biggest in the world. With the
amazing increment in the engine vehicle populace as of late, the Indian government perceived
the dire need to create sufficient roadway organizes the nation over, and has presented a
progression of sweeping estimates interest in the system.
The decrease of trade barriers, both on the domestic and global front, has prompted a quick
development of the Logistics advertise all through the world. Things, for example, Swiss cheese,
Chinese devices and Italian style products that were prior restricted just to the place of
assembling have now crossed the land limits to have their spot in the universal market. This has
without a doubt globalized the region of activities and has profited a few economies.

How that is made conceivable? Clearly, aside from ideal administrative approaches, it is the
development of Logistics that has made this conceivable. The limits have been limited because
of advances in the methods of transportation. Logistics not just arrangements with conveyance of
merchandise at the ideal time, for right cost, and in right condition, yet additionally have
broadened its job in globalizing the circle of the items and administrations.
The development is prominent in the Asia-Pacific district with China rising as a worldwide
monetary power with a seismic impact on the worldwide market of Logistics. India is
relentlessly following china's impressions by predictable walking into the field of Logistics
because of ideal market patterns, redistributing and government approaches. Created country like
the United Kingdom and the United States as of now have solid Logistics approaches and are
quick to redistribute from China, India and Asia-Pacific because of the cost factor.
In the present business situation, there are adequate openings for work for individuals in the field
of Logistics and gradually and consistently the zone and extent of Logistics is on the rise. With
the expansion sought after for Logistics experts, Logistics organizations are raising their
authoritative reach to unparallel statures. The development and advancement saw in the Logistics
area is probably going to fuel further development for some more years to come.
Accordingly it is all in all correct to reason that the Logistics showcase at long last has its due
offer with sufficient openings for work accessible and Logistics being considered as an
indispensable piece of most clever organizations.
1.2.6 Role of Logistics
Job of Logistics in Supply chain management: A supply chain alludes to the manner in which
that materials move through various organization, beginning with raw material and completion
with completed items conveyed to a definitive buyer. Supply chain Management can be seen as a
pipelines or course for proficient and successful progression of items, administrations, data from
suppliers through the different intermediate firms out to the clients or customers. In this way
Logistics assumes significant role in Supply Chain Management.

1.2.7 Role of Logistics in Economy
It is significant since,
(i) It is a significant expense for the organizations.

(ii) It bolsters development and flow of numerous monetary exchanges.
Logistics includes an incentive by making time utility and place utility. For the most part it
underpins the time and place utility. Time utility is the esteem included by having a thing when it
is required, while place utility is having the thing or administrations accessible where it is
required.
1.2.8 Role of Logistics for Organization

As of late, successful Logistics the executives has been perceived as a key open door for the
improvement of both the gainfulness and intensity of the Organization. In light of the
significance of client administration, numerous Organization are embracing it and are making
their methodology as customer driven
There is a solid connection among Logistics and the three basic ideas of promoting for example
the Customer Satisfaction, Integrated Effort an Adequate Corporate Profit.
1.2.9 Importance of Logistics in India
 Liberalization and opening our way to entryway rivalry.

 Global business has long supply &distribution lines.
 Changing Indian consumer, mindful, requesting and less brand faithful.
 Competition guarantees that item separation regarding quality is troublesome.
 Product life cycles are contracting.
 Our markets are moving from 'dealers to purchasers'.
 Many purchaser items are moving into products showcase.
 India is a vast nation. Extensive separations separate generation and utilization focuses.
Basic wares need to go from Food Corporation stockrooms to purchasers through PDS.
 Logistics execution has not been great.
 Fruits and vegetables are developed at different places yet detest access to advertise.


1.2.10 Client Satisfaction on Logistics
Client Satisfaction is a significant for Logistics organizations looking for upper hand, since
they understand that on the off chance that they don't fulfill the desires for clients, their place
will be taken by different organizations whose exercises will be increasingly focused on
client desires. In this way, Logistics organizations must guarantee each client administration
related angle, regardless of what it incorporates: acknowledgment of requests, their execution
or the arrangement of issues. A customer of a Logistics organization must make sure that the
picked organization comprehends his needs.
1.3 Importance of the Topic
Logistics is outlined and reasons are given on why it's an important space of management.
Political and economic trends are tinted to indicate that it's even increasing in importance. In
the Current research at VRL logistics is mentioned with attention on the look of the logistics
network because it is assisted by advance IT powered technology. We have covered major
aspects including their warehousing capacity and its efficiency that in turns satisfy the
passengers to their best. And this research also gives way for future research opportunity
1.4 Need to study the topic
The rationale behind to this research is to inspect and examine the role of warehousing,
transloading, shipment, transloading, packaging and delivery plays in the logistics business.
As an outcome of this research, the amount to which the above mentioned attributes supports
the logistics industry will be determined. Thus it gives complete insight on how customer
perceives about the services rendered by VRL logistics.

CHAPTER 2
REVIEW OF LITERATURE AND RESEARCH DESIGN
2.1 LITERATURE SURVEY AND GAP
1 “Performance Indicators in So as to do as such we requested the key Performance
Logistics service provision Indicator (KPI) writing concentrating on the zones of
and warehouse management- general administration, supply chain management,
A Literature review and Logistics services, arrangement and Warehousing.
framework” by Hans Moonen From this thesis we come across some trends in the
industries towards the exploitation of more performance
criteria on a daily basis operations and more tactical
actions.
2 “Determinants of RFID This paper examines the determinant factors that impact
adoption among Logistics the appropriation of radio frequency identification by
service providers in Malaysia: Logistics services provider (LSPs) in Malaysia. The
a discriminant analysis.” By impact factors incorporate expenses of innovation, saw
Suhaiza Zailani risk of technologies, authoritative preparation, client and
competitor weights and government support.
They had gotten information from 68 Logistics
organization. the outcome gave proof that the reception
of mechanical advancements is impacted essentially by
innovative, authoritative and environmental qualities
and that receiving new advances will expand inventory
network execution for the Logistics business in
Malaysia
3 “Third party logistics: a The purpose of this thesis is to provide classification of
literature review and research third party logistics [i.e., 3PL] and based on that to
agenda” by Konstantinos develop a research agenda for this field of study.
Selviaridis The review reveals that 3PL research is empirical
descriptive in nature and that it generally lacks a

theoretical foundation.
This paper fulfills an identified need for a
comprehensive classification framework of 3PL studies.
4 “SERVICE MARKETING, The principle goal of the paper is to look at in the case
VALUE CO-CREATION of offering a co-creation opportunity as a piece of
AND CUSTOMER service marketing system impacts client esteem creation
SATISFACTION IN THE and fulfillment in the airsoft industry.
AIRSOFT INDUSTRY: This proposition utilizes a contextual analysis of an
CASE OF A innovation based firm from the airsoft business which
TECHNOLOGY-BASED works globally. The techniques utilized included
FIRM” measurable examinations dependent on the information
gathered through a study of the innovation based
organization clients (n=178). Coefficients of Spearman
and Kendall were utilized to analyze the relationships
between's respondents' specifics furthermore,
components affecting consumer loyalty.
The examination results uncover that there are various
drivers associated with the advertising procedure of
significant worth co-creation and consumer loyalty, and
some of them strongerly affect target clients
5 “Risks and Reduction Numerous organizations have swung to Logistics
Measures in Logistics redistributing as an approach to rebuild their
Outsourcing” by Chuanxu appropriation systems and increase upper hands.
Wang Logistics re-appropriating in which an outsider Logistics
(3PL) supplier is contracted for all or part of an
association's Logistics activities has seen reliably
expanding use. Despite the fact that there are
unmistakably upsides and downsides of utilizing
Logistics redistributing, the full degree of both of these
has not been satisfactorily inspected. This paper starts to
look at a portion of these dangers and talks about hazard

counteractive action measures.

6 “Service-Dominant Logic for The reason for this paper is to explore the administration
Managing the Logistics- of the Logistics fabricating interface between the maker
Manufacturing Interface: A and its Logistics specialist organization from the point
Case Study” of view of the services predominant (S-D) rationale.
The outcomes demonstrate that the interface can be
ordered into three dimensions: plan interface among
items and calculated administrations, process interface
between design procedures and administration offering
procedures, and data interface between assembling data
frameworks and Logistics data frameworks.
This examination contributes not exclusively to the
hypothesis of S-D rationale and overseeing interface, yet
in addition furnishes supervisors with rules of applying
S-D rationale to manufacture an administration centered,
client situated and social rationale to successfully
oversee the Logistics producing interface. Be that as it
may, the exploration is constrained to the setting of
car and Logistics ventures.
7 “Managing Service Quality: This paper deals with the satisfaction of clients through
An International Journal, e-commerce. This study examines observationally
Comfort your online researches the jobs of service quality, fulfillment and
customer: quality, trust and trust in an internet business setting. In the assessment, e-
loyalty on the internet” trust is found to straight forwardly influence fidelity.
The e-administration quality component of affirmation,
for example confiding in the dealer, impacts
steadfastness by means of e-trust and e-fulfillment.
Other e-quality measurements, for example, usability, e-
scape, responsiveness, and customization impact e-
dedication basically in a roundabout way, by means of
fulfillment. Service implication and proposals for further

research are given.

8 “Clustering analysis The reason of this paper is to supply a clustering
prioritization approach to segment supply chain partners within the
of automobile logistics vehicle industry and prioritize administrations advertised
services” by Charles V Trappey by third party Logistics benefit (3PL) providers. Four
particular bunches of producers are recognized utilizing
the two-stage clustering approach. The clusters isolated
calculated inclinations and outsourcing designs of after
showcase parts suppliers, unique gear benefit parts
providers, unique gear producer parts suppliers, and
level one car makers. This case too gives show of how a
Logistics company can give customized benefit plans for
Specific target markets and customers.
9 “Selection of Third Party The reason of this paper is to plan a demonstrate for the
Logistics Service Provider choice of 3PL merchant for the Indian cement
Using a Multi-Criteria manufacturing industry utilizing an analytical hierarchy
Decision Making Approach process (AHP) which may be a instrument of multi-
for Indian Cement criteria decision making (MCDM) strategy. This
Manufacturing Industries.” approach empowers the supervisors of the organization
By Montalee Sasananan to understand the relevant connections of the
determination criteria which moves forward the
unwavering quality of the decision. The result showed
appeared that the compatibility with the users and
fetched of benefit are the foremost noteworthy criteria,
and geological spread and extend of administrations
given, adaptability in operation and delivery are found to
be the least imperative.
10 “Critical factors influencing The reason for this thesis is to apply Fuzzy analytic
customer value for global hierarchy process [AHP] approach to Fuzzy analytic
Shipping carrier-based hierarchy prepare (AHP) approach to empirically ponder
logistics service providers the basic variables impacting client loyalty for

using Fuzzy AHP approach” worldwide shipping carrier-based logistics benefit

by Ji-Feng Ding suppliers based upon the customers’ viewpoint. To
encourage the most issue for obtaining basic variables,
the four key esteem measurements - benefit, quality,
price, and cycle time - are employed to determine those
at first critical components firstly. The proposed Fuzzy
AHP approach is utilized to degree relative weights for
assessing these variables. At long last, the orderly
examination approach is to perform the empirical survey
by means of AHP surveys. The results about of this
thesis appear that: (1) quality is the most elevated
perspective for customer esteem from the customers’
viewpoint in Taiwan, and the time is the least one; and
(2) the top four basic components affecting client esteem
are sensibility of cost, related Logistics costs, safety, and
client fulfillment, individually.
Table 2.1: Literature review
2.1.1 RESEARCH GAP:

From all the studies about logistics services since the last decade we understood there is lots of
scope in extending the research. Thus we are taking the warehouse facilities, transloading and
many others in to this study because these factors could influence the client satisfaction.
2.2 STATEMENT OF THE PROBLEM:

Logistics includes an essential job in the showcasing of an item, decent Logistics will guarantee
the nature of the item is defended and the item is conveyed at the correct time, perfect spot and to
the objective clients and satisfying them as well.
This venture is attempted to consider the significance of logistics as a piece of advertising

methodology and to discover the contenders benefits that are having a more prominent level of
benefit in the market, where VRL Logistics is going to give the great administrations and mean
to know their systems with the goal that the organization can focus on those concerned zones and
can secure a more noteworthy market in the field of Logistics the executives.

2.3 SCOPE OF THE STUDY:

This study is limited to the Logistics administrations offered by VRL services and the timespan
of the examination was between April to June.
• The study gives the effect of the dimension of Logistics administration in the market.
• The task decides the exchange and logistics the executive’s office.
• The undertaking manages estimation of administration, and connections with interior

execution evaluation and improvement procedure of exchange industry.
2.4 OBJECTIVES OF THE STUDY:

1. To examine the connection between the client and transporter and the elements of the
perception.
2. To distinguish the issues if any in the field of consumer loyalty in the Logistics part and
to turn out with answer for the issue.
3. To give achievable recommendation to the organization about the improvement in nature

of administrations.
2.5 HYPOTHESES:
H0: There is no significant relationship between Customer Satisfaction and Customer

Expectation
H1: There is significant relationship between Customer Satisfaction and Customer Expectation.
Customer Satisfaction and Quality of Service
H0: There is no significant relationship between Customer satisfaction and Quality of Service
H1: There is significant relationship between Customer satisfaction and Quality of Service
Customer satisfaction and Value

H0: There is no significant relationship between Customer satisfaction and Career Policy
H1: There is significant relationship between Customer satisfaction and Value
Customer satisfaction and Performance
H0: There is no significant relationship between Customer satisfaction and Performance
H1: There is significant relationship between Customer satisfaction and Performance.
Customer satisfaction and Warehousing
H0: There is no significant relationship between Customer satisfaction and Warehousing
H1: There is significant relationship between Customer satisfaction and Warehousing.
Customer satisfaction and Transloading
H0: There is no significant relationship between Customer satisfaction and Transloading
H1: There is significant relationship between Customer satisfaction and Transloading.
2.6 SAMPLING
About 64 passengers who had commuted to VRL were selected from the Bangalore city for this
dissertation to analyze the client’s satisfaction with reference to VRL Logistics Ltd.
Number of Clients of VRL surveyed 64

Type of Sampling Convenient sampling
Place Bangalore
Table 2.6 SAMPLING
2.7 TOOLS & TECHNIQUES FOR COLLECTION OF DATA

This Thesis requires the first hand Information regarding the Clients satisfaction, since it belongs
to this field.
The sampling plan is efficient in extracting the first hand information such as primary data,
which is necessary for the study for the research.
2.8 PLAN OF ANALYSIS

The Information which are gathered are Tabulated with Graphs also being plotted to analyze the
study.

After the Data is collected, Factor analysis is performed to reduce the 11 independent Variables
into 6 independent variables using SPSS software, further tools like Chi-square, Anova table,
Regression and Correlation is also performed to get perfect insight on the study.
2.9 LIMITATION
 The study is only focused and confined to Bangalore and may not be reflecting to other
counter parts.
 Since only 64 samples were responded for study, the overview made for the whole
population might not be factual.
 This study is targeted to the diminutive industry and so acceptance of VRL services by
company and persons have not been enclosed under this study, because they form chief
source of profits for VRL.

CHAPTER 3
COMPANY PROFILE
Established in 1976 by Mr. Vijay Sankeshwar in Gadag, a community in North Karnataka with a
solitary truck and a dream that was path comparatively radical. VRL before long extended its
support of Bangalore, Hubli and Belgaum. From this modest start VRL has developed into a
broadly famous logistics and transport organization which is at present the biggest armada
proprietor in India with an armada of 2691 Vehicles (Including 196 hello there tech traveler
transports &2495 Trucks) as of fifteenth August 2008.as distributed in the Limca Book of
Records.
Throughout the years VRL has spearheaded in giving a protected and dependable conveyance
arrange in the field of bundle administration. It has spread its activities to Courier Service,
Express Cargo and Aviation to satisfy the developing need of the thriving client base.
3PL and Warehousing arrangements offered by VRL are customized and take into account one
of a kind needs of different clients of the business. With the biggest system in India, the VRL
bundle administration is crucial for vast number of corporate houses. This system traverses the
length and broadness of the nation and is bolstered by expansive number of transshipment center
points. VRL works through a system of 2629 Locations and 911 Branches, franchisees and our
significant clients. VRL is currently growing its administration to reach even the remote areas of
the Country.
The effectiveness of our armada of vehicles relies on our comprehensive best in class workshop
cum administration complex at Hubli (Karnataka). Each vehicle of our fleet goes through this
ace administration office with the goal that they are at pinnacle dimensions of execution,
prompting better cost efficiencies and time the board.
3.1Centralized Operations
At the center of the gatherings transport business is its 43 section of land transport cum
stockroom complex in Varur, Hubli. This one of a kind office has all the basic back up
administrations under one rooftop. The all out developed region of complex is 25,00,000 sq. ft.
with an extra 1,00,000 sq. ft. of land used for sheds and vehicle leaving, This complex contains
the Head place of business, Transhipment Godown, Workshop, Canteen, Drivers Rest Room,
possess Diesel Bunk and so on.
3.2 Corporate Social Responsibility

The corporate truthfulness is a basic resource and vrl is focused on maintaining it in everything
to do.VRL share our desires and feelings and endeavor to keep up a work environment based on
common qualities, trust and altruism and we keep on implanting these moral principles in our

business condition. Important is the Vignyan Yog Shivir that we composed that was directed by
Param Pujya Ramdevji Maharaj which was gone to by in excess of 10,000 individuals over the
state.
3.3 Mission
To promote team work and create work environment that encourages talent and brings out the
best in our employees. We are committed to provide quality logistics services consistently at
reasonable price and to continually improve the same to achieve customers delight on a
sustainable basis.
3.4 Vision
To become the leading Company that cuts across diverse segments and emerges as the
torchbearer of each section that it ventures into.
3.5 Objectives of the industry

• To increase all around perspectives on the board tasks
• To comprehend the work culture
• To coordinate handy investigation with hypothetical idea
• To absorb and comprehend the capacity of every office in the association
• To create fundamental relational and administrative aptitude.
3.6Business Ethics:
VRL has all around emphatically trust that "rules are not intended to be broken" however "rules
are intended to be pursued". This conviction of our own fortifies our promise to offer
administrations that put our customers and us in a "win-win" circumstance. We trust, it is smarter
to be "Reasonable" than to be "Great".
3.7 Companies Product or Services:
3.7.1 Vrl Express Cargo
The tagline as “Anywhere Anytime”

They deliver the consignments on time without any excuses. This is the driving force
behind the victory of Vrl Express Cargo.
 Surface, Train and Cargo mode administrations.
 Dedicated organization claimed vehicles.

 Door get and conveyance.

 On-time conveyance.
 Online track and follow office.
 24X365 days tasks.
 Dedicated and well-prepped client care windows.
 Extensive across the nation organize.
3.7.2Vrl Courier Service
“On time every time”

Benefiting from the cooperative energy of our vehicle arrange that associates all over
Karnataka, we are into Courier Services concentrating on conveying reports and little
packages in a period bound way.
• Strong and Dedicated Operating Team.
• Time Bound Delivery with an Emphasis "On Time Every Time"
• Delivery Schedules extending From 24/48/72/96 hours.
• Dedicated Route Vehicles.
• Online Track and Trace Facility.

3.7.3Warehousing & 3pl Solutions

With the tagline “Tailor-Made Multi-Locational Service”.
Consistent Logistics arrangements association incorporating different segments like
production network the board, stock control the executives, warehousing the board, JIT
development with an accentuation on CRM.
• Integrated 3pl arrangement.
• Inventory Management.
• Warehousing office at different areas.
• Communication and IT administration.
• Intra-city and re-appropriation administrations.
• SKU the board.
• Vendor the board.
• Order the board.
3.7.4 Vijayanand Travels

With the tagline as “At the forefront of passenger Transport”.
• 200 Plus courses covering in excess of 50 goals ordinary.
• Market pioneer in Karnataka in private vacationer administrator fragment.
• Areas of Operation : Karnataka and Maharastra states with 60 or more branches

and wide-spread system of 1000 or more operators.
• Vijayanand Travels is the head administrator to expand administration by

greetings tech and sleeper mentors even to remote spots.
• Onwards and return venture booking office.
• Punctuality in timing and separate seating course of action for women.
• Well-kept up mentors with most recent seating plan.
• Double drivers ready for safe and agreeable adventure.
• Relief transport office on all courses if there should arise an occurrence of any
unanticipated episodes.
Vijayanand Travels, the visit activity division of VRL, is the market chief among
vacationer transport administrators in Karnataka and Maharastra. It works a gigantic
armada of transports on in excess of 200 courses and is upheld by a system of 60
branches and 1000 operators. It has spearheaded the presentation of Hi-Tech transports
on courses prompting remote pieces of Karnataka, separate seating game plans for ladies

ready, a selection of transports from customary transports to super extravagance A/C

transports, check point to screen vehicle development, two drivers on the transports to
forestall driver weakness on long courses and improve traveler wellbeing and E-ticketing
office as well.
3.7.5 Online Ticket Booking

 VRL Online Ticket booking is Secured Fast And simple approach to achieve your
goal.
 If it's not too much trouble check your precise Bus plan and Fare for your
date/spot of movement.
 If you don't mind allude to terms and conditions for further subtleties on
appointments.
 The most minimal cost does not constantly mean the best arrangement.
3.7.6 Vrl Aviation

From the tarmac to the skies.....VRL has set off another adventure. In the essential
stage, VRL has obtained a fresh out of the plastic new, Premier Jet 1A flying
machine, made by Hawker Beechcraft Corporation, USA. It will offer sumptuous
solace and the opportunity to fly at an impulse. This combined with the incredible
VRL ancestry; this endeavor will positively contact the skies.
3.8 Competitors:
The Vijayanand Travels is confronting solid challenge from following players
• KSRTC (contender for all through Karnataka state)
• Sharma travels (contender for all through Maharashtra state)
• Diwakar travels (contender for just Davanagere course)
• KPN travels (contender for just Maharashtra state)
• Seagate travels (contender for all courses)
• Blue line travels (contender for all courses)

3.9 Board Of Directors Of Vijayanand Travels
MR. VIJAY SANKESHWAR Chairman of Vijayanand travels
and Managing director business.
MR.ANAND SANKESHWAR Managing director,
Vijayanand travels
MR.R.P. RAICHUR Executive director service,
Vijayanand travels.
MR.SUDHIR GHATE Independent director Business, Vijayanand

travels.
MR.C.KARUNAKARA SHETTY Independent director
Business,
Vijayanand travels.
MR.MALLESH BUDIHAL Independent director
Business,
Vijayanand travels.
MR.R.S. SAGAR Independent director
Business,
Vijayanand travels.
MR.SURESH ANGADA Independent director
Business,

Vijayanand travels.
MR.H.K. VEERABADHRAPPA Independent director
Business, Vijayanand travels.
3.10 Swot Analysis:

Strength:
1. The different qualities that made the organization to build the piece of the pie are as per
the following.
2. The organization is having the generally excellent brand picture in clients mind.
3. It is keeping up generally amazing administration through giving satisfactory transport

office pre decided time plans.
4. The organization is having an exceptionally Effective inward administration framework.
5. Employees, just as client's proposals are considered with uncommon consideration, this
made the organization to get steadfast clients just as workers.
6. It is having the more system branches contrasted with different contenders.
7. It is having the more get guides looked at toward different contenders.
8. It keeps up aggressive estimating. In view of this preferred standpoint it is charging 10%

not exactly the charges of KSRTC. This made the expansion in buyer mindfulness with respect
to administrations of the organization.
Weakness:
From the investigation of execution of Vijayanand ventures we discovered after shortcoming:
1. Postponement In Departure
A portion of the transports of Vijayanand ventures are not flight at booked timings. There might
be delays in timings that reason parcel of burden to the travelers.
2. Deficient Sleeper Coaches In Busses
Just couple of transports are having adequate sleeper mentor offices as every one of the
transports.
3. Limited Staff
Vijayanand voyages is having restricted staff, on account of which, the staff is overburdened
with work.
4. Less Commission Structure
The commission structure of the specialists is less when contrasted with that paid by different
contenders.
5. Low Notices Compared to contender's commercials.
Opportunities:
The organization is having following open doors in the market, they are:
1. Broadening The Service
Stretching out the support of different states like Goa and Kerala.
2. Presentation Of More Volvo Busses
In view of less challenge in market the organization can present more Volvo transports in its item
profile.
3. Customer Awareness
Customer mindfulness over the administrations of 'VRL' brand has been expanding throughout
the years.
4. The current framework can be used for a bigger limit
5. Expansion towards Aviation part and working together, gaining or leasing air ship.
6. Aside from Aviation segment they are intending to venture into articles of clothing, dairy, and
steel business.
7. Organization authorities have been examining areas the nation over for distinguishing
different speculation goals.

Threats:
1. Deceptive advertising practices of private brands.
2. Contenders higher commission rates.
3. An ascent in fuel costs would unfavorably influence their tasks and gainfulness.
4. Their products and traveler transport business are liable to different expenses, which may
Essentially influence their benefit.
3.11 ORGANISATIONAL STRUCTURE

CHAIRMAN
MANAGING
DIRECTOR
GM (MIS) GM (HRM) GM GM GM (IT)

(MARKETING) (FINANCE)
ASSISTANT ASSISTANT ASSISTANT ASSISTANT
ROADLINES TRAVELS COURIER MPC
Chart 3.1: Organizational Structure

CHAPTER 4
DATA ANALYSIS (PART-A)
4.1.1 Type of business.
Particulars No Percentage
Joint Hindu Family
5 7.81%
business
Private Ltd Company 29 45.31%
Limited Liability
1 1.56%
Partnership
Sole proprietorship 12 18.75%
Private Ltd Company, Joint
Hindu Family business,
1 1.56%
Liaison Office, Project
Office
Partnership 6 9.38%
Private Ltd Company, Joint
Hindu Family business, 2 3.13%
Partnership
Unlimited Company,
2 3.13%
Cooperatives
Project Office 3 4.69%
Private Ltd Company,
1 1.56%
Public Ltd Company
Subsidiary Company 1 1.56%
Liaison Office 1 1.56%
Table 4.1.1: Type of business

Type of Business
Joint Hindu Family
2% 2%2% business
5% 8%
3%
3%
Private Ltd Company
9%
2%
45%
19%
Limited Liability
Partnership
2%
Chart 4.1.1: Type of business.
Inference: From the total of 64 respondents about 7.81% owns a business type as Joint Hindu
Family business, while 45.31% are from Private ltd company,1.56% are the combination of
Private Ltd Company, Joint Hindu Family business, Liaison Office and Project Office, on the
other hand 9.38% of them are from Partnership, 3.13% are Private Ltd Company, Joint Hindu
Family business and Partnership, 3.13% are from Unlimited Company, Cooperatives. 4.69%
from Project Office, 1.56 each being Private Ltd Company, Public Ltd Company and Subsidiary
company and Liaison company.
4.1.2 Number of years in the business

5> 11 17.19%
<1 years 30 46.88%
2-3 years 13 20.31%
1-2 years 6 9.38%
3-4 years 4 6.25%
Table 4.1.2: Number of years in the business

Number of years in the business
4
6 11
5>
<1 years
13 2-3 years
1-2 years
3-4 years
30
Chart 4.1.2: Number of years in the business

Inference: from the above table and chart, about 17.19% of respondents are beyond 5 years with
their business, 46.88% are less than 1 year, 20.31% of the respondents have 2-3 years of
experience in their business, while 9.38% are 1-2 years and 6.25% for 3-4 years respectively.
4.1.3 Number of years with VRL
<2 years 11 17.19%
2-3 years 41 64.06%
3-4 years 1 1.56%
5> 11 17.19%
Table 4.1.3: Number of years with VRL

No of years with VRL
17.19% 17.19%
1.56%
2-3 years
<2 years
5>
3-4 years
64.06%
Chart 4.1.3:Number of years with VRL.
Inference: The table and chart shows that 17.19% of the respondents are associated with VRL
for <2 years while 64.04% of them associated with VRL for 2-3 years, on the other side 1.56%
associated with VRL for 3-4 years and 17.19% are associated with them for over 5 years.
4.1.4 Products that are sent on consignment.

Letters/Certificates and other documents, Electronic items, Gift items,
2 3%
Footwear/Bags and other apparels, Beauty And Personal Care, Oils,..etc
Letters/Certificates and other documents, Gift items, Cheques/DD/Money order 4 6%
Letters/Certificates and other documents 15 23%
Electronic items, Gift items, Footwear/Bags and other apparels 2 3%
Beauty And Personal Care, Oils,..etc 3 5%
Electronic items 11 17%
Gift items 15 23%
Letters/Certificates and other documents, Cheques/DD/Money order, Beauty And
2 3%
Personal Care, Oils,..etc
Letters/Certificates and other documents, Gift items 1 2%
Footwear/Bags and other apparels, Beauty And Personal Care, Oils,..etc 1 2%
Footwear/Bags and other apparels 2 3%
Electronic items, Gift items 3 5%
Cheques/DD/Money order, Beauty & Personal Care, Oils,..etc 1 2%
Letters/Certificates /other documents 2 3%
Table 4.1.4: Products that are sent on consignment.

Letters/Certificates and other

documents, Electronic items, Gift
items, Footwear/Bags and other
Products that are sent on consignment apparels, Beauty And Personal
Care, Oils,..etc (0)
2% 3% Letters/Certificates and other
5%
6% documents, Gift
2% 3% items, Cheques/DD/Money order (1)
2%
3%
Letters/Certificates and other
documents (2)
23%
23% Electronic items, Gift

items, Footwear/Bags and other
apparels (3)
3%
5% Beauty And Personal Care, Oils,..etc (4)
17%
Chart 4.1.4: Products that are sent on Consignment
Inference: about 3% of the respondents sends Letters/Certificates and other documents,

Electronic items, Gift items, Footwear/Bags and other apparels, Beauty And Personal Care,
Oils,..etc while 6% of them sends Letters/Certificates and other documents, Gift items,
Cheques/DD/Money order on the other hand 23% of the participants sends Letters/Certificates
and other documents, while 3% of the sends Electronic items, Gift items, Footwear/Bags and
other apparels, 5% of them sends Beauty And Personal Care, Oils,..etc, on the other side 17% of
the sends only Electronic items, about 23% of the sends only Gift items, only 3% of them sends
Letters/Certificates and other documents, Cheques/DD/Money order, Beauty And Personal Care,
Oils,..etc, 2% of them sends Letters/Certificates and other documents, Gift items, another 2% of
them sends Footwear/Bags and other apparels, Beauty And Personal Care, Oils,..etc, 3% of them
sends Footwear/Bags and other apparels, 5% of them sends Electronic items & Gift items, 2% of
them sends Cheques/DD/Money order, Beauty & Personal Care, Oils,..etc , and only 3% of the sample
for Letters/Certificates /other documents (13)

PART B: 4.1.5 Customer Satisfaction
Strongly Disagree 4 1.25%
Disagree 5 1.56%
No Opinion 83 25.94%
Agree 130 40.63%
Strongly Agree 98 30.63%
Table 4.1.5: Customer Satisfaction
Customer Satisfaction
45.00%
40.63%
40.00%
35.00%
30.63%
30.00%
25.94%
25.00%
20.00%
15.00% Customer Satisfaction
10.00%
5.00% 1.25% 1.56%
0.00%
Strongly Disagree No Agree Strongly
Disagree Opinion Agree
Chart 4.1.5: Customer Satisfaction
Inference: From the above table we found that, 1.25% of the respondents Strongly disagree
about VRL’s customers satisfaction, while 1.56% disagree about VRL’s customer satisfaction,
on the other hand 25.94% have either opinion about customer satisfaction, about 40.63% of the
respondents agree that they are satisfied with VRL services and 30.63% of the sample Strongly
agree that VRL has loyal customers thus satisfied.
4.1.6Customer Expectation
Disagree 5 1.56%
Agree 110 34.38%
Table4.1.6: Customer Expectation

Customer Expectation
45.00%
40.63%
40.00%
34.38%
35.00%
30.00%
22.50%
25.00%
20.00%
15.00% Customer Expectation
10.00%
1.56%
5.00% 0.94%
0.00%
Strongly Disagree No Agree Strongly
Disagree Opinion Agree
Chart4.1.6: Customer Expectation
Inference: from the above table and chart we found that 0.94% of the respondents strongly
disagree about the expectations towards VRL, whereas 1.56% of the sample disagree about the
expectations towards VRL, while 22.5% of the respondents have no opinion on their
expectations towards VRL, on the other side 34.38% of the respondents agree that they have
more expectations on VRL and 40.63% of the sample Strongly agree about the expectations on
VRL.
4.1.7 Quality of Service
Disagree 7 2.19%
Agree 135 42.19%
Table4.1.7: Quality of Service

Quality of service
45.00% 42.19%
40.00%
35.00%
31.25%
30.00%
24.06%
25.00%
20.00%
Quality of service
15.00%
10.00%
5.00% 2.19%
0.31%
0.00%
Strongly Disagree No Opinion Agree Strongly
Disagree Agree
Chart 4.1.7: Quality of Service
Inference: as per the given table 0.31% of the respondents strongly disagree about the quality of
services rendered by VRL, whereas 2.19% of the respondents disagree about the quality of
services rendered by VRL, while 24.06% of the sample have no opinion about quality of service
rendered by VRL, about 42.19% of the sample agree that VRL has good quality of service and
31.25% of the respondents strongly agree that VRL has good quality of services.
4.1.8 Value
Disagree 32 10.00%
Agree 99 30.94%
Table 4.1.8: Value

Value
35.00% 32.81%
30.94%
30.00%
25.63%
25.00%
20.00%
15.00% Value
10.00%
10.00%
5.00%
0.63%
0.00%
Disagree Agree
Chart 4.1.8: Value

Inference: about 0.63% of the sample strongly disagree that they had perceived full value, while
10% of the respondents disagree that they perceived full value, whereas 25.63% of them have no
opinion, while 30.94% of the sample agree that they perceived value from VRL, and 32.81% of
the respondents strongly agree that they perceived full value.
4.1.9Performance
Disagree 32 10.00%
Agree 99 30.94%
Table 4.1.9: Performance

Performance
45.00% 41.88%
40.00%
35.00% 33.13%
30.00%
25.00%
20.00%
20.00%
Performance
15.00%
10.00%
4.38%
5.00% 0.63%
0.00%
Disagree Agree
Chart 4.1.9: Performance
About 0.63% of the respondents strongly disagree about the good performance of VRL, while 4.38% of
the samples disagree about the good performance of VRL, whereas 20% of the respondents have no
opinion about its performance, while 41.88% of them agree that VRL’s performance is excellent and
33.13% of the sample strongly agree that VRL has excellent Performance through the years.
4.1.10 Warehousing
Disagree 12 3.75%
Agree 129 40.31%
Table 4.1.10: Warehousing

Warehousing
45.00%
40.31%
40.00%
35.00%
30.00% 27.19% 27.19%
25.00%
20.00%
Warehousing
15.00%
10.00%
3.75%
5.00% 1.56%
0.00%
Disagree Agree
Chart 4.1.10: Warehousing
Inference: from the above chart and table we found that 1.56% of the respondents strongly
disagree about the warehouse facilities at VRL, while 3.75% of the respondents disagree about
the warehouse facilities at VRL, whereas 27.19% of the respondents have no opinion about the
warehouse infrastructure, while 40.31% of the sample Agree that they have good warehouse
facilities and 27.19% of the respondents strongly agree that VRL has good warehouse
infrastructure.
4.1.11Transloading
Disagree 12 3.75%
Agree 129 40.31%
Table 4.1.11: Transloading

Transloading
45.00%
39.69%
40.00%
35.00%
30.00% 27.19% 27.19%
25.00%
20.00%
Transloading
15.00%
10.00% 5.94%
5.00%
0.00%
0.00%
Disagree Agree
Chart 4.1.11: Transloading
Inference: about 5.94% of the respondents disagree on efficient transloading facilities from
VRL, while 27.19% of the sample have no opinion on Transloading, whereas 39.69% of the
sample agrees that they have efficient transloading facility and 27.19% of the respondents have
strongly agree about the trasloading facility VRL possess.

4.1.12 Chi Square Test 1
H0: There is no significant relationship between Customer Satisfaction and Customer

Expectation
H1: There is significant relationship between Customer Satisfaction and Customer Expectation.
Chi-Square Tests-1
Value df Asymp. Sig. (2-

sided)
a
Pearson Chi-Square 220.906 100 .000
Likelihood Ratio 155.030 100 .000
Linear-by-Linear Association 37.302 1 .000
N of Valid Cases 63
Table 4.1.12: Chi-Square tests-1
Result:
H1 is accepted with the value of 0.000
Since the p-value is less than our chosen significance level α = 0.05, we can reject the null
hypothesis, and conclude that there is enough evidence to suggest a significant relationship
between Customer Satisfaction and Customer Expectation.
4.1.13 Chi square test 2
Customer Satisfaction and Quality of Service
H0: There is no significant relationship between Customer satisfaction and Quality of Service
H1: There is significant relationship between Customer satisfaction and Quality of Service

Chi-Square Tests

sided)
a
N of Valid Cases 63
Result:
hypothesis, and conclude that there is significant relationship between Customer satisfaction and
Quality of Service.
Customer satisfaction and Value
H0: There is no significant relationship between Customer satisfaction and Career Policy
H1: There is significant relationship between Customer satisfaction and Value
Chi-Square Tests

sided)
a

N of Valid Cases 63
Result:
Value
Customer satisfaction and Perfromance
H0: There is no significant relationship between Customer satisfaction and Performance
H1: There is significant relationship between Customer satisfaction and Performance
Chi-Square Tests

sided)
a
N of Valid Cases 63
Result:

Performance.

Customer satisfaction and Warehousing
H0: There is no significant relationship between Customer satisfaction and Warehousing
H1: There is significant relationship between Customer satisfaction and Warehousing
Chi-Square Tests

sided)
a
N of Valid Cases 63
Result:
Warehousing.
CHI SQUARE TEST – Customer satisfaction and Transloading
H0: There is no significant relationship between Customer satisfaction and Transloading

H1: There is significant relationship between Customer satisfaction and Transloading
Chi-Square Tests

sided)
a
N of Valid Cases 63
Result:
Transloading.
4.1.18 Correlations
Sumcustomer sumcustomere sumqualityofs

satisfaction xpectation ervice
Pearson Correlation 1 .776** .732**

Sumcustomersatisfactio
Sig. (2-tailed) .000 .000
n
N 63 63 63
Pearson Correlation .776** 1 .728**

Sumcustomerexpectatio
Sig. (2-tailed) .000 .000
n
N 63 63 63

Pearson Correlation .732** .728** 1
Sumqualityofservice Sig. (2-tailed) .000 .000
N 63 63 63
Pearson Correlation .607** .696** .744**
Sumvalue Sig. (2-tailed) .000 .000 .000
N 63 63 63
Sumperformance Sig. (2-tailed) .000 .000 .000
N 63 63 63
Sumwarehousing Sig. (2-tailed) .000 .000 .000
N 63 63 63
Sumtransloading Sig. (2-tailed) .000 .000 .000
N 63 63 63
Table4.1.18(i)
Correlations
sumvalue sumperformanc sumwareho

e using
Pearson Correlation .607 .697** .599**
sumcustomersatisfaction Sig. (2-tailed) .000 .000 .000
N 63 63 63
Pearson Correlation .696** .784 .713**

sumcustomerexpectation
Sig. (2-tailed) .000 .000 .000

N 63 63 63
Pearson Correlation .744** .787** .802
Sumqualityofservice Sig. (2-tailed) .000 .000 .000
N 63 63 63
Pearson Correlation 1** .683** .819**
Sumvalue Sig. (2-tailed) .000 .000
N 63 63 63
Pearson Correlation .683** 1** .779**
Sumperformance Sig. (2-tailed) .000 .000
N 63 63 63
Pearson Correlation .819** .779** 1**
Sumwarehousing Sig. (2-tailed) .000 .000
N 63 63 63
Sumtransloading Sig. (2-tailed) .000 .000 .000
N 63 63 63
Table4.1.18 (ii)
Correlations
sumtransloading
Pearson Correlation .517
Sumcustomersatisfaction Sig. (2-tailed) .000
N 63
Sumcustomerexpectation Pearson Correlation .708**

Sig. (2-tailed) .000
N 63
Pearson Correlation .760**
Sumqualityofservice Sig. (2-tailed) .000
N 63
Sumvalue Sig. (2-tailed) .000
N 63
Sumperformance Sig. (2-tailed) .000
N 63
Sumwarehousing Sig. (2-tailed) .000
N 63
Pearson Correlation 1**
Sumtransloading Sig. (2-tailed)
N 63
Table4.1.18(iii)
 Here the correlation coefficient is r = 0.776. The two tailed P-value is given as 0.000.
Regardless of our significance level, this yields a significant linear correlation.

4.1.19 Regression
Descriptive Statistics
Mean Std. Deviation N
Sumcustomersatisfaction 19.9841 3.36247 63
Sumcustomerexpectation 20.6984 3.25098 63
Sumqualityofservice 20.1746 3.20554 63
Sumvalue 19.3333 3.96354 63
Sumperformance 20.2540 2.84530 63
Sumwarehousing 19.4762 3.41655 63
Sumtransloading 19.4603 3.68880 63
Model Summary
Model R R Square Adjusted R Std. Error of

Square the Estimate
1 .857 .735 .707 1.82132
Table 4.1.19: Regression & Model summary
Interpretation:
Adjusted R Square in the table is 0.707.
The Correlation Coefficient = 0.857

Descriptive Statistics:
From the above table Customer expectation has highest value while the lowest being Value.
Standard deviation for Value is high which indicates it has widely spread.
a
4.1.20 ANOVA
Model Sum of Squares df Mean Square F Sig.
b
Regression 515.221 6 85.870 25.886 .000
1 Residual 185.763 56 3.317
Total 700.984 62
Table 4.1.20 Anova table
Inference:
The P value (Two tailed) of the ANOVAs table shows 0.000. So we accept the hypothesis related
to career management

Chapter 5
SUMMARY OF FINDINGS, CONCLUSIONS AND

SUGGESTIONS
5.1 SUMMARY OF FINDINGS:
Based on the major synthesis of the research in previous chapters, we found that:
 From the pragmatic outcomes indicated from the perspective of Logistics Company, there
exist 6 main categories for the factors affecting Client Satisfaction which are identified
from the study is as follows,
1. Customer Expectation
2. Quality of Service
3. Value
4. Performance
5. Warehousing
6. Transloading.
 About 75% of the respondents strongly agree or agree that VRL is performing at its best
these days
 About 76% of the survey respondents strongly agree or agree that Clients have more
expectations from VRL
 Around 73% of the sample agree or strongly agree that VRL has the best quality of
services
 About 64% of the respondents strongly agree or agree that they have perceived the right
Value.
 Around 69% of the survey samples agree or strongly agree that they have good
warehouse facilities.
 And 67% of the respondents strongly agree or agree that VRL has efficient transloading
facilities.

5.2 CONCLUSION
Based on the findings above there is a lag in the expectations v/s satisfaction.
Vijayanand travels is one of the broadly eminent and transport organization in southern part of
India. The organization is having the excellent brand picture in the clients mind. Also, it is
showcasing its item under the brand name of "VRL". The representatives in Vijayanand ventures
are persevering and committed. The organization has expanding benefit and total assets. Thus,
organization performed all around pleasantly from its introduction to the world.
Every one of the divisions assumes a crucial job in each association. The general examination
that rises in this firm has kept up well and productive division in the administration. It's
everything segments are working proficiently. The general limit of the considerable number of
divisions is well methodical.
Over the span of study I have not just gained hypothetical learning and furthermore functional
information in this firm. I infer that every one of the division’s capacities ought to have present
day systems towards different offices.
5.3 SUGGESTIONS
The company must improve its current service facilities.
 The organization must present all the more new transports, as present transports should
mechanically have to progressed.
 The organization ought to present its administrations in new routes moreover so that they
can also capture well in North India as well.
 A appropriate mix of value, time of work just as between close to home connections
should represent the evaluation framework as every single one of them is similarly
significant.

BIBILOGRAPHY
Journals
1. Sandhya Anvekar “Courier Services in India: problems for effective service

delivery”, Volume 6, No 2, July-Dec 2007, Page no 83 – 90.
2. David Servera France´s and Irene Gil Saura “Logistics service quality: a new way to
loyalty”, Vol 108, No 5 2008 pp 650-668.
3. Ling Li “Assessing the relational benefits of logistics services perceived by
manufacturers in supply chain”, Volume 132, Issue 1, July 2011, Pages 58-67
4. Baizuri Badruldin “Clients' perception towards JAKIM service quality in Halal
certification”, Journal of Islamic Marketing, Vol. 3 Issue: 1, pp.59-71
5. Konstantinos Selviaridis “Third party logistics: a literature review and research
agenda”, The International Journal of Logistics Management, Vol. 18 Issue: 1, pp.125-
150
6. Suhaiza Zailani, “Determinants of RFID adoption among Logistics service providers
in Malaysia: a discriminant analysis”, Int. J. Logistics Systems and Management, Vol.
7, No. 3, 2010 34
WEB SITES:
www.vrllogistics.com
www.scribd.com
www.wikipedia.com
www.google.com
www.researchgate.com
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“A STUDY ON CLIENT SATISFACTION FROM THE SERVICE

RENDERED BY VRL LOGISTICS”

Dissertation submitted in partial fulfillment of the requirements for the

MASTER OF BUSINESS ADMINISTRATION

M.P.BIRLA INSTITUTE OF MANAGEMENT

I hereby declare that “A STUDY ON CLIENT SATISFACTION FROM SERVICES RENDERED

Place: Bangalore Name : ADITHI BAI SK

Date: 25/06/2019 Register Number: 17XQCMD006

Place: Bangalore ADITHI BAI SK

Date: 25/06/2019 (17XQCMD006)

Chapter Particulars Page

1.2.1 About Logistics 08

1.2.3 Reverse Logistics 09

1.2.4 History of Logistics 09

1.2.5 Logistics Market 11

1.2.6 Role of Logistics 12

1.2.8 Role of Logistics for Organization 13

1.2.9 Importance of Logistics in India 13

2.1 LITERATURE SURVEY AND GAP 15

2.1.1 RESEARCH GAP: 19

2.2 STATEMENT OF THE PROBLEM 19

2.3 SCOPE OF THE STUDY 20

2.4 OBJECTIVES OF THE STUDY 20

2.7 TOOLS & TECHNIQUES FOR COLLECTION OF DATA 21

2.8 PLAN OF ANALYSIS 21

3.2 Corporate Social Responsibility 23

3.5 Objectives of the industry 24

3.6 Business Ethics 24

3.7 Companies Product or Services 24

3.7.1 Vrl Express Cargo 24

3.7.2Vrl Courier Service 25

3.7.3Warehousing & 3pl Solutions 26

3.7.4 Vijayanand Travels 26

3.7.5 Online Ticket Booking 27

3.9 Board Of Directors Of Vijayanand Travels 28

3.10 Swot Analysis 29

3.11 ORGANISATIONAL STRUCTURE 31

4 DATA ANALYSIS & INTERPRETATION 32

4.1.1 Type of business. 32

4.1.2 Number of years in the business 33

4.1.3 Number of years with VRL 34

4.1.4 Products that are sent on consignment. 35

4.1.5 Customer Satisfaction 37

4.1.6 Customer Expectation 37

4.1.7 Quality of Service 38

4.1.12 Chi Square Test 1 42

4.1.13 Chi square test 2 44

4.1.14 Chi Square Test 3 45

4.1.15 Chi Square Test 4 46

4.1.16 Chi Square Test 5 47

4.1.17 Chi Square Test 6 47

4.1.20 Anova results 53

5 SUMMARY OF FINDINGS, CONCLUSIONS AND 54

5.1 SUMMARY OF FINDINGS 54

Table No. Description Page No.

4.1.2 Number of years in the business 34

4.1.3 Number of years with VRL 35

4.1.4 Products that are sent on consignment. 36