"A STUDY ON EXAMINING THE IMPACT OF LOGISTICS PRACTICES ON CUSTOMER
SATISFACTION WITH REFERENCE TO VRL LOGISTICS LTD"
4.1 Table showing gender of the respondents:
particular No of %of
respondents respondents
Male 46 57.5%
Female 34 42.5%
Total 80 100%
Analysis:
4.1 Pie chart showing gender of the respondents
gender
42.50%
57.50%
male female
Interpretation:
The above graphs is shown of 80 participants, 57.5% are male, making them the
majority, while 42.5% are female. This indicates a notable gender difference, with
males comprising a larger portion of the group. The data suggests a potential gender
bias or differing interest levels among participants.
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"A STUDY ON EXAMINING THE IMPACT OF LOGISTICS PRACTICES ON CUSTOMER
SATISFACTION WITH REFERENCE TO VRL LOGISTICS LTD"
4.2 Table showing Age of the respondents:
Particular No of % of
respondents respondents
18 to 24 15 18.8%
25 to 34 54 67.5%
35 to 40 8 10%
45and 3 3.7%
more
Total 80 100%
Analysis:
4.2 Graph showing age of the respondents
Age
3.70%
10.00% 18.80%
67.50%
18 to 24 25 to 34 35 to 40 45and more
Interpretation:
The majority of respondents (67.5%) are aged 25 to 34, indicating strong
representation from this age group. Younger adults (18 to 24) make up 18.8%, while
older age groups (35 to 40 and 45+) together account for only 13.7%. This suggests
that interest or relevance may be highest among those in their mid-20s to early 30s.
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"A STUDY ON EXAMINING THE IMPACT OF LOGISTICS PRACTICES ON CUSTOMER
SATISFACTION WITH REFERENCE TO VRL LOGISTICS LTD"
4.3 Table showing Profession of the respondents:
Particular No of % of
respondents respondents
Students 20 25%
Employed 44 55%
Business 14 17.5%
Others 2 2.5%
Total 80 100%
Analysis:
4.3 Graph showing Profession of the respondents
Anova: Two-Factor Without Replication
SUMMARY Count Sum Average Variance
Row 1 2 20.25 10.125 195.0313
Row 2 2 44.55 22.275 943.9513
Row 3 2 14.175 7.0875 95.56531
Row 4 2 2.025 1.0125 1.950313
Column 1 4 80 20 312
Column 2 4 1 0.25 0.04875
ANOVA
Source of
Variation SS df MS F P-value F crit
Rows 479.7731 3 159.9244 1.051274 0.484089 9.276628
Columns 780.125 1 780.125 5.128205 0.108469 10.12796
Error 456.3731 3 152.1244
Total 1716.271 7
Interpretation:
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"A STUDY ON EXAMINING THE IMPACT OF LOGISTICS PRACTICES ON CUSTOMER
SATISFACTION WITH REFERENCE TO VRL LOGISTICS LTD"
The ANOVA results indicate that neither the row nor column factors are
statistically significant at the typical alpha level of 0.05. The p-values for both
rows (0.484) and columns (0.108) are greater than 0.05, suggesting no
significant difference in means across these groups. The F-values are also below
the critical values, further confirming that variations in rows and columns do
not have a meaningful effect on the outcome.
4.4 Which of the following logistics services do you frequently use from VRL
Logistics?
Particular No of % of
respondent respondents
s
Freight 13 16.3%
forwarding
Warehousing 21 26.3%
Transportation 35 43.8%
(Road/Truck
services)
Supply Chain 11 13.6%
Management
Total 80 100%
Analysis:
Anova: Two-Factor Without Replication
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"A STUDY ON EXAMINING THE IMPACT OF LOGISTICS PRACTICES ON CUSTOMER
SATISFACTION WITH REFERENCE TO VRL LOGISTICS LTD"
SUMMARY Count Sum Average Variance
Row 1 2 13.163 6.5815 82.39428
Row 2 2 21.263 10.6315 215.0116
Row 3 2 35.438 17.719 597.2659
Row 4 2 11.136 5.568 59.01325
Row 5 2 81 40.5 3120.5
Column 1 5 160 32 809
Column 2 5 2 0.4 0.12652
ANOVA
Source of
Variation SS df MS F P-value F crit
Rows 1658.721 4 414.6803 1.051297 0.481248 6.388233
Columns 2496.4 1 2496.4 6.328872 0.065655 7.708647
Error 1577.785 4 394.4463
Total 5732.906 9
Interpretation:
The ANOVA table shows that there is a significant difference between the rows (p-
value = 0.065655) but not between the columns (p-value = 0.481248). This suggests
that the factor represented by the rows has a greater impact on the outcome than the
factor represented by the columns. However, we cannot conclude that the rows have
a significant effect on the outcome due to the high p-value.
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"A STUDY ON EXAMINING THE IMPACT OF LOGISTICS PRACTICES ON CUSTOMER
SATISFACTION WITH REFERENCE TO VRL LOGISTICS LTD"
4.4 Graph showing Which of the following logistics services do you frequently use
from VRL Logistics
vrl logistics
13.60% 16.30%
26.30%
43.80%
Freight forwarding
Interpretation:
The above pie chart shows the Transportation services dominate with 43.8% of
respondents, highlighting a primary focus on road or truck services. Warehousing
follows at 26.3%, while freight forwarding and supply chain management make
up smaller portions at 16.3% and 13.6%, respectively. This suggests a strong
emphasis on transportation within the logistics services surveyed.
4.5 How satisfied are you with VRL’s tracking system for shipments?
Particular No of % of
respondents respondents
Satisfied 19 23.8%
Somewhat 47 58.7%
satisfied
Neutral 11 13.7%
Dissatisfied 3 3.8%
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Total 80 100%
"A STUDY ON EXAMINING THE IMPACT OF LOGISTICS PRACTICES ON CUSTOMER
SATISFACTION WITH REFERENCE TO VRL LOGISTICS LTD"
Analysis:
4.5 Graph showing How satisfied are you with VRL’s tracking system for shipments
Chart Title
3.80%
13.70% 23.80%
58.70%
Satisfied Somewhat satisfied Neutral Dissatisfied
Interpretation:
The above pie chart show the majority of respondents (58.7%) are somewhat
satisfied, indicating a generally positive but not strong satisfaction level. Fully
satisfied respondents make up 23.8%, showing a smaller group with high
satisfaction. Only 3.8% are dissatisfied, suggesting minimal negative sentiment
among the group.
4.6 How often do you experience delays in VRL Logistics delivery services?
Particular No of % of
responden responden
ts ts
Never 14 17.5%
Rarely 43 53.7%
Occasionall 18 22.5%
y
Frequently 5 6.3%
Total 80 100%
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"A STUDY ON EXAMINING THE IMPACT OF LOGISTICS PRACTICES ON CUSTOMER
SATISFACTION WITH REFERENCE TO VRL LOGISTICS LTD"
Analysis:
4.6 Graph showing How often do you experience delays in VRL Logistics delivery
services
Interpretation:
4.7 What factors influenced your choice of VRL Logistics over other providers?
Particular No of % of
respondents respondents
Cost-effectiveness 9 11.2%
Reputation 44 55%
Range of services 21 26.3%
Speed of delivery 6 7.5%
Total 80 100%
Analysis:
4.7 Graph showing What factors influenced your choice of VRL Logistics over other
providers
Interpretation:
4.8 How would you rate VRL Logistics’ communication regarding shipment
updates?
Particular No of % of
respondents respondents
Excellent 19 23.8%
Good 52 65%
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"A STUDY ON EXAMINING THE IMPACT OF LOGISTICS PRACTICES ON CUSTOMER
SATISFACTION WITH REFERENCE TO VRL LOGISTICS LTD"
Fair 8 10%
Poor 1 1.2%
Total 80 100%
Analysis:
4.8 Graph showing How would you rate VRL Logistics’ communication regarding
shipment updates
Interpretation:
4.9 How does VRL’s timely delivery impact your decision to use their service again?
Particular No of % of
respondents respondents
Strongly 19 23.8%
positive
Positive 40 50%
Neutral 19 23.8%
Negative 2 2.5%
Total 80 100%
Analysis:
4.9 Graph showing How does VRL’s timely delivery impact your decision to use
their service again
Interpretation:
4.10 How do you feel about the customer service provided by VRL Logistics?
Particular No of % of
respondents respondents
Very 15 18.8%
satisfied
Satisfied 42 52.5%
Neutral 18 22.5%
Unsatisfied 5 6.3%
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Total 80 100%
"A STUDY ON EXAMINING THE IMPACT OF LOGISTICS PRACTICES ON CUSTOMER
SATISFACTION WITH REFERENCE TO VRL LOGISTICS LTD"
Analysis:
4.10 Graph showing How do you feel about the customer service provided by VRL
Logistics
Interpretation:
4.11 What aspect of VRL’s logistics services influences your satisfaction the most?
Particular No of % of
respondents respondents
Timely 19 23.8%
delivery
Cost 35 43.8%
Customer 18 22.5%
support
Tracking 8 10%
system
Total 80 100%
Analysis:
4.11 Graph showing What aspect of VRL’s logistics services influences your
satisfaction the most
Interpretation:
4.12 How would you rate VRL’s delivery time compared to your expectations?
Particular No of % of
respondent respondent
s s
Exceeds 25 31.3%
expectation
s
Meets 44 55%
expectation
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"A STUDY ON EXAMINING THE IMPACT OF LOGISTICS PRACTICES ON CUSTOMER
SATISFACTION WITH REFERENCE TO VRL LOGISTICS LTD"
s
Below 8 10%
expectation
s
Far below 3 3.7%
expectation
s
Total 80 100%
Analysis:
4.12 Graph showing How would you rate VRL’s delivery time compared to your
expectations?
Interpretation:
4.13 How quickly does VRL Logistics resolve delivery-related issues?
Particular No of % of
respondents respondents
Very 20 25%
quickly
Quickly 51 63.7%
Slowly 7 8.8%
Very 2 2.5%
slowly
Total 80 100%
11
"A STUDY ON EXAMINING THE IMPACT OF LOGISTICS PRACTICES ON CUSTOMER
SATISFACTION WITH REFERENCE TO VRL LOGISTICS LTD"
Analysis:
4.13 Graph showing How quickly does VRL Logistics resolve delivery-related
issues
Interpretation:
4.14 How does VRL Logistics efficiency compare to other logistics companies you
have used?
Particular No of % of
respondents respondents
Much 23 28.7%
better
Better 44 55%
Similar 11 13.8%
Worse 2 2.5%
Total 80 100%
Analysis:
4.14 Graph showing How does VRL Logistics efficiency compare to other logistics
companies you have used
Interpretation:
4.15 In which area would you most like to see improvements from VRL Logistics?
Particular No of % of
respondents respondents
Delivery 18 22.5%
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"A STUDY ON EXAMINING THE IMPACT OF LOGISTICS PRACTICES ON CUSTOMER
SATISFACTION WITH REFERENCE TO VRL LOGISTICS LTD"
speed
Customer 40 50%
service
Tracking 13 16.2%
system
Pricing 9 11.3%
Total 80 100%
Analysis:
4.15 Graph showing In which area would you most like to see improvements from
VRL Logistics
Interpretation:
4.16 How can VRL Logistics improve the accuracy of their delivery estimates?
Particular No of % of
responden responden
ts ts
Better 18 22.5%
tracking
systems
Improved 34 42.5%
communicati
on
More 22 27.5%
efficient
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"A STUDY ON EXAMINING THE IMPACT OF LOGISTICS PRACTICES ON CUSTOMER
SATISFACTION WITH REFERENCE TO VRL LOGISTICS LTD"
transportation
None, they 6 7.5%
are accurate
Total 80 100%
Analysis:
4.16 Graph showing How can VRL Logistics improve the accuracy of their delivery
estimates
Interpretation:
4.17 How do you feel VRL Logistics could enhance their customer service
experience?
Particular No of % of
respondent respondent
s s
Quicker 21 26.3%
response
times
More 33 41.3%
knowledgeabl
e staff
Improved 23 28.7%
problem
resolution
Better 3 3.7%
communicatio
n channels
Total 80 100%
Analysis:
4.17 Graph showing How do you feel VRL Logistics could enhance their customer
service experience
Interpretation:
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"A STUDY ON EXAMINING THE IMPACT OF LOGISTICS PRACTICES ON CUSTOMER
SATISFACTION WITH REFERENCE TO VRL LOGISTICS LTD"
4.18 What additional services would you like VRL to offer to improve your logistics
experience?
Particular No of % of
respondents respondents
Same-day 15 18.8%
delivery
Expanded 34 42.5%
tracking
features
Personalize 24 30%
d delivery
options
Expanded 7 8.8%
storage
facilities
Total 80 100%
Analysis:
4.18 Graph showing What additional services would you like VRL to offer to
improve your logistics experience
Interpretation:
Particular No of % of
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"A STUDY ON EXAMINING THE IMPACT OF LOGISTICS PRACTICES ON CUSTOMER
SATISFACTION WITH REFERENCE TO VRL LOGISTICS LTD"
respondents respondents
Improved delivery times 30 37.5%
Better cost transparency 32 40%
Enhanced tracking system 8 10%
Better customer service 10 12.5%
Total 80 100%
4.19 What would increase your likelihood of continuing to use VRL Logistics in the
future?
Analysis:
4.19 Graph showing What would increase your likelihood of continuing to use VRL
Logistics in the future
Interpretation:
4.20 How satisfied are you with the overall service provided by VRL Logistics?
Particular No of % of
respondents respondents
Satisfied 47 58.7%
Somewhat 19 23.8%
satisfied
Neutral 12 15%
Dissatisfied 2 2.5%
Total 80 100%
Analysis:
4.20 Graph showing How satisfied are you with the overall service provided by VRL
Logistics
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"A STUDY ON EXAMINING THE IMPACT OF LOGISTICS PRACTICES ON CUSTOMER
SATISFACTION WITH REFERENCE TO VRL LOGISTICS LTD"
Interpretation:
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"A STUDY ON EXAMINING THE IMPACT OF LOGISTICS PRACTICES ON CUSTOMER
SATISFACTION WITH REFERENCE TO VRL LOGISTICS LTD"
18
