SUMMER INTERNSHIP REPORT

On

STUDYofOF
An Analysis DIGITAL
Marketing MARKETING
Approaches ANDPerceptions
and Customer SEO
at
Submitted for theTrackon
partialCourier Pvt Ltd
fulfilment of the degree of the

“Bachelor of Business Administration (BBA)”

(2024-2025)
(2021-2024)

Management Education Research Institute

Affiliated To Guru Gobind Singh Indraprastha University

Sector 16-, Dwarka, New Delhi

Supervised By: Submitted By:

Dr. Eti
Dr. Jain
Simranjeet Kaur Bagga Garvit
Akshit Bhatt
Assistant Professor BBA-5th Semester
(Assistant Professor) (BBA-5th Semester)
(12715101722)
MERI (01315101721)

1
 Declaration
Declaration

I hereby declare that this Project Report titled “Study on Digital Marketing and Search
Engine Optimization” submitted by me to Management Education and Research Institute
(MERI) is a bonafide work undertaken and has not been submitted to any other University
Institution
I hereby declareforthat
the this
awardProject
of any degree
Reportdiploma
titled certificate
“An Analysisor published any time before.
of Marketing Approaches and

Customer Perceptions at Trackon Courier Pvt Ltd” submitted by me to Management

Education and Research Institute (MERI) is a bonafide work undertaken and has not been

submitted to any other University Institution for the award of any degree diploma certificate or

published any time before.

Akshit Bhatt

Garvit
(12715101722)

4
 Internal Guide Certificate
Internal Guide Certificate
To whomsoever it may concern
To whomsoever it may concern
This is to certify that the project work “Study on Digital Marketing and Search Engine
Optimization” made by Akshit Bhatt, BBA, V Semester is an authentic work carried out by
him under supervision of Internal Guide Dr. Eti Jain.

The project report submitted has been found satisfactory for the partial fulfilment of the degree
This is to certify that the project work “An Analysis of Marketing Approaches and Customer
of Bachelor of Business Administration.
Perceptions at Trackon Courier Pvt Ltd” made by Garvit, BBA, V Semester is an authentic work
carried out by him under supervision of Internal Guide Dr. Simranjeet Kaur Bagga.

The project report submitted has been found satisfactory for the partial fulfilment of the degree of
Bachelor of Business Administration.

Dr. Eti Jain

(Internal Supervisor)

Dr. Simranjeet Kaur Bagga

(Assistant Professor)

5
 Acknowledgement

I have been very fortunate to get the Acknowledgement

opportunity to work on research project “An Analysis of
Marketing
I haveApproaches and Customer
been very fortunate Perceptions
to get the opportunity at Trackon
to work Courier
on research Pvt Ltd”
project “Study I hereby take
on Digital
Marketingtoand my
this opportunity Search Enginegratitude
profound Optimization” I hereby
towards take this Education
Management opportunity &
to Research
express myInstitute
profound gratitude towards Management Education & Research Institute (MERI) for
(MERI) for giving me an opportunity to work on a valuable project. I would like to extend my
giving me an opportunity to work on a valuable project. I would like to extend my deepest
deepest regards and gratefulness to Dr. Simranjeet Kaur Bagga, my project guide who continuously
regards and gratefulness to Dr. Eti Jain ma'am, my project guide who continuously guided
guided me throughoutthe
me throughout thecourse
courseof of
thethe project.
project. Monitoring
Monitoring and constant
and constant encouragement
encouragement throughout
throughout
the of
the course course
this of this made
study study made the successful
the successful completion
completion of this
of this project
project possible.
possible

Signature
Garvit
(12715101722)
Signature: Akshit Bhatt

(01315101721)

6
 Executive Summary
I prepared my summer internshipExecutive
project onSummary
“An Analysis of Marketing Approaches and
Customer Perceptions at Trackon Courier Pvt Ltd . Trackon courier is one type of
This report stresses on the work experience I Have gathered as an Intern in the digital marketing
logistics company. Logistics is about the movement of materials, information and
at Excellence Enablers Private Limited from 2 August,2023 until 15 September,2023. In this
courier service
Report, from
I mainly oneincorporated
have place to another dependsat on
my experience the location
Excellence of the
Enablers customer.
Private LimitedEvery
company dreams
especially of achieving
in Search good delivery
Engine Optimization, Socialof the right product
Bookmarking’s, ArticleinSubmission,
the right quality
Image and
condition, at the
Submission, PPTright place, at
Submission, the right
Apollo time,Above
Software. to thementioned
right customer at the right
are the techniques price.
of Search
Engine Optimization. During the tenure of my internship, every day I was assigned by 4-5 task
per day. On my first day of internship, I was guided through the task and responsibilities that
have to of
Delivery be done during
goods the internship
to the customertenure.
in the most reliable transit time (and as short as
possible). "Reliable"
First Phase referswastoabout
of my internship some guaranteed
getting transit
familiar about time offered
the services for packages to reach
by excellence
customers
enablers or the response
private thatfew
limited. After organizations
days I was putneed in case ofthe
into promoting anyservices
exceptions.
of the company
through different digital marketing techniques. I worked on different platforms for promoting
the services.
Back flowphase
Second of confirmed
included useand signedsoftware.
of apollo deliveryIn notes, withoutI which
apollo software got learninabout
manyhow
cases
to the
collection of invoices
gather information is practically
of different impossible.
companies Especially
in effective forway
and efficient companies that
and in less doasmulti-
time
location
well. contracts that could cover hundreds of cities. The task for suppliers is
overwhelming – planning the logistics of delivering to all these locations and hoping that
Third Phase included of making of content for the post of promoting the upcoming events of
100% of the delivery records are returned before invoices can be presented to the
the company. Third Phase also included use of canvas platforms where I prepared brouchers,
customer. In most IT companies, the role of "logistics" or "fulfillment" is key.
ppt’s and many more.

Digital Marketing is all about combination of various things- value of content is most important
as the people who are searching online have to be provided with the information which is
Nowadays, the ability to respond to customer needs is a decisive factor. The winner is
relevant& they can use. If one succeeds in doing this rest of the sales follow.
the business that immediately satisfies the customer's needs. Integrated logistics can
serve as an effective tool for success in today's competitive business environment.

The goal of logistics management is to reduce inventory holding costs and improve
profits while increasing customer satisfaction.

7
 TABLE OF CONTENT (INDEX)

S.NO PARTICULAR Page no

1 Certi cate

2 Declaration

3 Internal Guide Certi cate

4 Ackowledgement

5 Executive Summary

1 INDUSTRY OVERVIEW

1A Introduction

1B Top 10 Company’s of industry

1C Top 10 company mission and vision

2 Company Overview

3 Topic Overview

3A Introduction

3B Marketing strategy

3C Customers satisfaction

4 Literature Review

5 Research Methodology

6 Importance and limitations

7 Data Analysis

8 Findings, suggestion & Conclusion

9 Questionnaire
fi
fi
 Chapter :- 1

lOMoARcPSD|48320606

"Industry Overview” & "Company overview"

Logistics Industry

(Courier services)

What is Logistics :

Logistics is overall process of managing transportation way and store all

product and transported to final place. Logistics company’s work is take
product from specific place and deliver this product to specific area
depend on customers area.

Indian Courier, Parcel :

Rear, and Parcel (CEP) refers to the collection of services that involve
the delivery of various goods and products to locations by land, air or
water.
Our service logistics is all about the right product to the right place at the right time, to keep your
performance running easily so you never let your customers down.

If you need supply chain flexibility to meet your critical performance demands so you need to
follow our four principals.

• A powerful connected framework (24*7)

• Control of network
• Modernisation & Technology
• Standardisation

The market for courier, and parcel (CEP) in India is projected to increase at a compounded
annual increase rat of over 10.5% because of increase in the e-commerce segment, high internet
entrance among people, and latest technology innovation & creativity

Logistics company’s , especially in the CEP business, must be thoughtful in terms of technology
investments that may otherwise disrupt the business. The preface of Goods and Services Tax
(GST) in the country has likewise strongly affected the online/e- commerce logistics market
as all indirect taxes have been combined into one. It allows logistics companies to facilitate the
movement of products within the country.

When you start coordinating with logistics company what are the things you need to think about
before choosing a shipping service company ? A large number of orders can be placed, but success
can only be measured by order completion and customer satisfaction. After the order is placed, the
new logistics system switches into high gear to ensure that the product parcel makes its journey by
sea, road or air to its final place.

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List of top 10 best Fastest & Satisfied courier service provider
companies in India :
 lOMoARcPSD|4832060

The global courier services market is experiencing significant increment and will increase
significantly in the next few years. Courier service is a device used to deliver messages, parcels,
goods, mail, etc. from one place to another. The courier company offers delivery convenience in
the neighborhood or universal areas. Courier services are recognized by their tracking features,
speed, security, shipping method, etc. Courier service is an necessary requirement for
individuals or organizations who sell items on the web and need a delivery solution to send many
packages. Courier services use courier software services to provide electronic tracking details
and electronic delivery confirmation. Courier services are generally expensive compared to
regular postal services.All top 10 company’s market segment as under . how to work at different
segmentProduct segment like Courier, Parcels, . Business segment is B2B, B2C, C2C.

All delivery destinations is Domestic & International supply.

B2B Delivery:

Business to business delivery it means With increasing competition in business, you sometimes
have to look for new ways to get ahead of the competition, whether that means reducing waste in
part of your supply chain, redesigning some of your business processes, or even innovating new
products or services. B2B delivery is one such area where modern businesses could think of new
ways to optimise or make more efficient use of existing processes.

B2C Delivery :

Business to customer competency simply means where products are delivered directly to the end
customer place. B2C Fulfilment is about providing the best last-mile delivery experience to
consumers. B2C is less complex and quite simpler compared to B2B delivery, as we generally
deal with small packages, standardised prices and low shipping costs.

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All top 10 courier services company’s Mission:

We will create historical landmark forming a strong edifice for the future overcoming all
obstacles pro actively as our personal responsibility and commitment to crate delight for the
customer with impeccable personalized services. Expedited Courier Group is committed to
providing its customers with premium courier services 24/7 at reasonable rates on a consistent
basis. We enable our customers to thrive by delivering their products on time and
professionally. We will constantly strive to exceed our customers’ expectations by providing
superior solutions to their needs.

All top 10 courier services company’s Vision:

To be a leader in service quality. Striving towards global market share whilst maintaining
dominance in the domestic market through good & excellent customer service.

All top 10 courier services company’s Value :

Focus on the customer. We treat every customer as our only customer. We strive to exceed
customer expectation. We anticipate situations. We always fulfil commitments with a sense of
urgency. We proactively review our practices for the benefit of our customers and our company.

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• Introduction of Company
Driven by excellence for innovation, we started with a bunch of passionate individuals
who had the zeal to bring a paradigm shift in the country’s existing courier services
with a customer-centric approach. The journey of Trackon started in 2001 with a zest
for introducing the most trustworthy, convenient, reliable, and accessible parcel courier
services in the country at an economical rate.
With our consistent approach to offering efficiency, productivity, and, timely service,
we gradually expanded from the regional markets to national and international markets,
and today we cater to the needs of global businesses. At Trackon, we are dedicated to
providing accessible and affordable Logistics services, and we consistently deliver on
that promise

The TRACKON COURIER company is a one type of logistics transportation company.

The company provides a satisfactory delivery to customers. Company‘s work take
product from specific place and deliver this product to specific area depend on
customer’s area. This company have a own transportation tools for delivering product.
TRACKON COURIER Ltd, became the first company in India to achieve an ISO
9001 Certification an provide its website on internet. This company’ main beneficial
thing is insurance that is different from other transportation company. When any person
deliver the product through TRACKON COURIER so company provide a insurance
cover to customer for products protection.

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 lOMoARcPSD|48320606

• History of Company:
Trade name:- TRACKON COURIER Co.

Type of Co:- Private Limited

Industry:- Courier, Parcel, .

Establishment:- 2004.

Founder /Owner :- Prabhat Kumar Anand

Main Office / quarter :- Naraina, New Delhi, India

Services:- Deliver of product, mailing , Third person logistics.

Parents of the company:- XPRESSEES

TRACKON COURIER is a logistics company. They provide product delivery, mail, Third
person logistics. In 2004, TRACKON COURIER entered into a business and in 2022 ,
Epressbees invested in it.

• Turnover of Company:
The company reported a profit after tax of ₹ 89.48 crore for the quarter ended 30 September 2021
(the corresponding quarter of the previous year was ₹ 41.39 crore); Operating revenue for the
quarter ended 30 September 2021 was ₹1,123.57 crore.

|
A. Compny’s logo

Trackon Couriers (Head Office), Naraina Industrial Area, Block B, Naraina Industrial Area Phase 1,
Naraina, Delhi .

B. Mission of the Company:

To provide our customers with the highest quality service by continuously improving cost efficiency
and meeting delivery deadlines. To encourage our employees to constantly strive for quality and
excellence in everything they do. Foster teamwork and create a work environment that fosters talent and
brings out the best in our employees. We are committed to developing and rewarding our people
who, through high quality and professional service and the use of sophisticated technology, profitably
meet and exceed customer and stakeholder expectations.

C. Vision of the Company:

To be best and set pace in the air integrated transportation and distribution industry, with a business
and human conscience. And ensure continued excellence in customer-centric delivery capabilities.

D. Quality Policy of the Company:

We are committed to provide quality logistics services consistently at reasonable price and to
continually improve the same to achieve customer delight on a sustainable basis.
E. SWOT Analysis of the Company:

• Strengths:
Strengths are the benefits of a company has over its competitors. Let's take a look at some strengths of
TRACKON COURIER co.

1. Branding - TRACKON COURIER has a strong brand image and brand value.
2. Advanced Technology - It has smart truck technology with “smart” pickup and route planning
technologies
3. Extensive Network - TRACKON COURIER has the most extensive domestic network covering
over 21,000 locations

• Weaknesses:

Weaknesses are factors that need to be worked on to make the company stronger.

1. Less Visibility - TRACKON COURIER is less well known when compared to higher level global
players. They need to work on building their brand awareness by focusing on their marketing.
2. Lack of proper training - Lack of training for couriers and delivery people who face the customer
directly is a problem as they are the face of the company.
3. They highly depend on economic scenario
4. There is a heavy work load

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 lOMoARcPSD|48320606

• Opportunities:

Opportunities are external factors that can strengthen a company if they are seized at the right time
and worked on correctly .

1. The existing infrastructure can be utilize for a larger capacity

2. Global Expansion – Trackon courier can expand globally and focus on better penetration.
3. Diversification – There is an increase in logistics in the rural areas of India, the company can
expand its services to villages and rural areas.
4. Increase in Trade - The increase in trade in the production of goods worldwide will lead to an
increase in the transportation of goods, which will lead to an increase in the business of
TRACKON COURIER.
5. Company officials have been studying location across the country for identifying various
investment destinations

• Threats:

Threats are potential harms that can affect the company if not addressed properly as soon as
possible.

1. Significantly affect their profit.

2. Political situation – Bad economic situation and politics related scenario
3. Fuel Prices – Rising fuel prices are a serious threat to the company as its entire business depends
on fuel and road transport.
4. Different Regulations – The set of rules and regulations varies from country to country, leading to
delays in operations and deliveries.

TRACKON COURIER is a growing company with a great distribution network around the India.

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 lOMoARcPSD|48320606

F. Services of TRACKON COURIER company:

Regional Service:

TRACKON COURIER offers the fastest and most reliable door-to-door delivery of your
documents and parcels to countries via Regional Priority. The services offer access to over
20,700 locations in India.

Document Priority: The most reliable and secure delivery for durable, critical and
important shipments such as legal documents and offers. And a cover for documents up to 500g.

Domestic Priority:

Over 20700 location in India. Free pick up from customers place. Real time tracking.

Free computerized proof of delivery .

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 lOMoARcPSD|48320606

Normal service(Air)

It is door to door delivery in India of shipment. It is the fastest and most efficient delivery solution
for commercial shipments.
A. Broad market research
B. Information in real time
C. Flexibility
D. Economical

Normal Service (Surface)

It is a cost-effective door-to-door ground distribution service in India for shipments above 3KG.

A. Track your shipment

B. Safe shipment

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 lOMoARcPSD|48320606

Prime Service

It is the most fastest courier service offered from track courier.

A. Fast delivery
B. Delivery confirmation
C. Free pickup

International Service:

It is offered for international shipments

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 Chapter :- 2

"Topic Overview"
 lOMoARcPSD|48320606

2.1 Introduction of Topic:

( Understanding the Marketing Strategies & Customer Satisfaction Towards )

Q. What is Marketing Strategies:

Marketing strategy is very important for the development of any business. Without
it, the company's efforts to attract customers are haphazard and ineffective. The
main focus of your strategy must be to ensure that your services meet the
consumer's demand and also to maintain a long-term relationship with these
customers.

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 lOMoARcPSD|48320606

“A marketing strategy is a set of specific ideas and actions that outline and guide decisions
about the best or chosen way to create, distribute, promote, and price a product or service.”

Marketing strategy is a process that can allow an organization to concentrate its limited resources on
the greatest opportunities to increase delivery and achieve a sustainable competitive advantage.

2.2 Setting the promotion mix of delivery services:

1. Advertising:

Advertising is aimed at attracting the masses to appeal to a large number of people at once.
Advertising is one of the most important tools of promotion that had various ways of advertising in
advertising through billboards and media are often used by some of the business entities.

2. Public Relations:

Highly trusted; very believable; Many forms: newspaper articles, news, events and
sponsorships, etc. Through other forms of promotion, it reaches many lost prospects; Dramatises a
company or product; Often the most underutilised elements in the promotional mix; Relatively
cheap.

3. Direct Marketing:

Many Forms: Telephone marketing, direct mail, online marketing, etc. Four distinctive characteristics:
Nonpublic, Immediate, Customized, Interactive.
 lOMoARcPSD|48320606

2.3 Marketing mix:

1. Product:

TRACKON COURIER is a leading courier and logistics company that ensures timely delivery of
goods. TRACKON COURIER promises secure delivery through a developed tracking system that has
a unique code that can be tracked online for the current location of the shipment. The service offerings
within the marketing mix product strategy can be explained as follows:

Internal Urgency: Premium service from TRACKON COURIER, these are packages that need to be
delivered quickly, so please use aviation mode for delivery. These are charged higher fees.

Line service: These are products that do not require much time constraint, although they need
transportation with minimal cost. Therefore, they are transmitted through road services. This is a
TRACKON COURIER economy service.
 2. People:

For service companies, the company's greatest strength lies in its people. Only quality C service can
ensure that customers return to it. Therefore, Trackon courier provides its employees with
various training and incentives for better performance. Since service is of the utmost importance to
the company, rewards and ratings are based on the level of service achieved by participating
carriers. This also ensures that the company has satisfied customers, which affects sales. The
sales team is also motivated to provide leads and opportunities for expansion. They have a specific
goal to be achieved during the given period. To realize the importance of their works, these people
are referred to as 'soldiers'. The company's HR management is very effective. Clearly, the company
has been ranked among the 15 best places to work. A dedicated and efficient HR team is also one of
the main reasons for the company's success.

3. Promotion:

Being a service provider, TRACKON COURIER's main promotion, provides customers with a good
experience so they can rely on the services offered. In addition, promotional activities are basically
about brand awareness. With growing positive word of mouth that is only possible through reliable
services, this is a major promotional tactic for Trackon courier. Various advertisements are
placed in magazines and newspapers to make the brand more visible. Online ads include YouTube
channels and social media. The slogan is “Solutions for peace of mind", which affects the reliability
and trustworthiness of the position among users about the brand. In addition, there are various
methods of covert marketing, such as appearing in advertisements of e-commerce companies or
through films and televisions that offer exposure to the company.

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Price:

TRACKON COURIER has an efficient logistics system and uses a competitive pricing strategy in its
marketing mix to serve its customers. Based on location, i.e. distance, package size and handling
costs, the prices charged are similar to market prices. Apart from simple pricing and market, the
company also charges premium prices depending on the criticality of the product, short delivery time
or even depending on unique locations. TRACKON COURIER's service prices are therefore based
on the type of products, which may be electronic goods that require high care and therefore high
packaging costs that translate into multiple charges or time-sensitive: Products that are to be delivered
in a short time and high value is charged more, for providing a more reliable service. Although
product pricing is done according to the need for services, it is not entirely variable pricing,
but rather a standardized pricing policy where the amount to be charged is determined for each case.

Place:

Trackon courier is headquartered in Delhi, with major hubs in 6 major cities in India including
Mumbai and Delhi. It covers the whole of South Asia with a very compact service in more than 13
thousand locations. Door-to-door delivery is intended for individual customers who want packages
sent to relatives or friends. The price for such depends on the size of the package, although it is lower
than for business shipments. Trackon Courier also offers services to businesses and organizations in
the transportation of supplies and logistics for their operations. Here they only work from the door to
the airport or vice versa. With the advent of online shopping, the importance of delivery
systems has increased. Many e-commerce sites have tie-ups with these companies for cheap delivery
options as they require frequent deliveries.

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 lOMoARcPSD|483

Process:

In its process, TRACKON COURIER focuses on being efficient in terms of service availability, ability
to manage packages and logistics, and on-time deliveries that offer companies confidence and
reliability.Customers will only choose a service if it offers a wide range of delivery options.
TRACKON COURIER services many areas in India and now beyond through. Efficient logistics
management, though efficient packaging that includes the intersection of cost and quality, is a major
differentiator for TRACKON COURIER. Due to efficient logistics management, it has gained a lot of
trust from its customers and at the same time generates profitable revenue from its operations.
Depending on criticality, customers are charged different prices. Loyalty is also maintained if these
premium prices match the quality of service, i.e. on-time delivery is always promised and offered by
TRACKON COURIER. The downstream process is the Star Model. Delivery follows the Hub-star
model, where all parcels are delivered to a hub and then transported to nearby locations. So TRACKON
COURIER focuses on providing safe and cost-effective services that are reliable for customers.

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2.4 Segmentation, Targeting, and Positioning Strategy
lOMoARcPSD|48320606

Segmentation:

Segmentation helps to understand the different groups of customer groups and their different
characteristics in the population. The Trackon courier arrow uses a geographic segmentation
strategy.

1. Focus on the company

2. Increasing competitiveness
3. Market expansion
4. Customer retention

Targeting:

Deciding on a targeting strategy is the next step from performing segmentation. Where segmentation
segments the entire market, targeting only tracks individual segments. Targeting then creates
plans to acquire customers in that segment. Targeting is essentially a subset of segmentation.

1. Life time value of service .

2. Gap analysis of current market

Positioning:

It has positioned itself as the leading courier and integrated air package distribution
company in South Asia. The company uses a positioning strategy based on values and benefits for
users.

Perceived quality is the quality of a package or service as perceived by the consumer . It is subjective
criterion and may not match the actual or objective quality that is based on data such as package,
delivery service. TRACKON COURIER provide satisfied delivery to customer.

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 lOMoARcPSD|48320606

Customer Expectation:

Customer expectations are what customers predict will happen if they use a package or service.
Before making a purchase decision, customers collect and Interpretation package information that
influences how they scene the package and its service. TRACKON COURIER provide on time
delivery.

Perceived Value:

Perceived value is a customer's evaluation of the merits of a package or delivery and its competence
to meet their needs and expectations, especially in compare to others.

Customer Complaints:

When Trackon courier deliver customer’s parcel. So they need to identify the customers
Complaints. Like delivery timing, communication, proof of parcel.

Customer loyalty:

Customer loyalty is a measure of a customer's likelihood of repeat business with a company or

brand. It is the result of customer satisfaction, positive customer experience and the overall value of
the packages or services that the customer receives from the company.

iii. Customer satisfaction process

Customer
follow up |

Face to Face
Dealing

Customer
Feedback

Customer
Survey
 lOMoARcPSD|48320606

Online Customer Communities:

Online communities like the ones you can create with Community Cloud allow your customers
to talk to other customers, provide package feedback, and share their opinions about your
package or service. They enable your customers to find their own solutions and help each other –
giving them full control over their customer support experience. Additionally, Trackon courier
can monitor the community to improve your packages and customer service

Social Media:

social media is an essential tool for all businesses regardless of your size. But they have to
actively take care of it! According to Salesforce, these days "an inactive social media profile is
the online version of an empty store." You need to build a social media presence and use it every
day to interact with your customers, post useful content, and promptly respond to their questions
or concerns.

1. Use social media for customers complaints solution

2. Use social media for getting good feedback
3. Use social media for highlighted customer

SMS service:

If your customer has chosen (very important!) to receive SMS text support, you can provide them
with tracking information for their shipment or conveniently close customer service cases via
mobile phone. It is much faster and easier, because SMS messages reach the customer
immediately.

Mobile Apps:

Nowadays, we all use our Smartphones to shop. According to Salesforce, 50% of mobile users
choose to use a customer service app to solve their problem before jumping on the phone. This is
because the apps are completely optimized for mobile use and provide quick and easy usage.

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 lOMoARcPSD|48320606

Live Chat:

A live chat option like the one offered in Salesforce Service Cloud is another great tool to give your
customers a better experience. They are fast, familiar (we all use Facebook messenger or Whatsapp)
and easy to use. You can embed a chat box on your website that will pop up asking if your customer
has any questions or problems about your package or shipment service. Then one of your
customer service representatives will receive a notification to offer the customer the help they
requested.

Customer Satisfaction Benchmark:

TRACKON COURIER provide a satisfied shipment of parcel to consumer. You are upset that you do
not know the status of the submitted documents. You will end up calling the courier service and
asking them when the 'Proof of Delivery' (POD) will arrive as you need to be sure that everything that
was sent has arrived at its destination. Now TRACKON COURIER Ltd promises to cure you of
these conventional troubles .

This means that TRACKON COURIER professionals will monitor the exact status of their clients’
various shipments every day, especially air cargo services, which is one of the main offerings where
the company generates significant volumes of business. In this field, the company may encounter
imperatives such as flight delays due to bad weather conditions or other special circumstances that
may lead to significant concerns and worries among the target customers. Rather, this is because the
delivery of these shipments would be essential to the efficient operation of their own independent end
businesses. In such cases, the team within the company will monitor the specific geographical areas
where they are located. the problem persists through the internal technology tool and other aligned
systems that have been initiated by the enterprise. The company will also personally communicate
with customers and explain the exact reasons for the delay along with when the cargo will be
delivered.

The company has also created key account teams that are made up of professionals from different
business functions. This would include IT and marketing professionals to name a few.In addition, the
moment the company discovers that there are certain areas where customer service delivery is
not in line with the standards set by the organization, the whole team gets down to analyzing the
problem. This is done to determine where exactly the company needs to move forward.

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 lOMoARcPSD|48320606

Chapter :- 3

"Literature Review"

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3.1 INTRODUCTION
lOMoARcPSD|4832

Literature is defined as books and other written works, especially those of creative or artistic value
or lasting value. literature, a set of written works. This name is traditionally used for those
imaginative poetry and prose that are distinguished by the intentions of their authors and the
perceived aesthetic perfection of their execution .

Literature is a permanent ion of some thought or feeling or idea about life and the world.
Permanence… Universality, Eternity, Timelessness, Some Universal

Characteristics of Literature

1. Drucker 1973: “ Stratagic marketing as seen as predicting future trends in the business area of
interest to the enterprise, and participating on setting goals and formulating corporate and business
unit strategies. The selection of market target strategies for the product market in each
business unit, the establishment of marketing objectives, as well as the development,
implementation and management of marketing program positioning strategies in order to meet the
needs of the target market”.

2. Baker 1984: “ The establishment of the goal or purpose of a strategic business unit and the
means by which it is to be achieved through management of the marketing function. Simply put, a
business strategy is a clear set of plans, actions, and goals that outline how a business will
compete in a specific market or markets with a product or number of products or services.
Business strategy is a combination of decisions or practices that help management achieve
business goals and secure a competitive position in the marketplace. It becomes the road map that
guides the organization to growth and profitability.

3. Cravens 1986: “Understanding the strategic situation an organization faces is a fundamental

starting point in creating a marketing strategy. An insightful assessment of organizational
capabilities, competitor strengths and weaknesses, environmental threats, and customer needs
points to important guidelines for strategy design. Michelin's experience demonstrates the
importance of evaluating competitors, understanding buyer preferences and monitoring
environmental threats when formulating a marketing strategy. Business Horizons / September-
October 1986”.

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4. Hart & Stapleton 1977: “A statement in very general terms of how the marketing objectives is
to be achieved, e.g. acquiring becomes the basis of the marketing plan. Marketing objectives are
actionable goals designed to provide not only overall direction but also clear and specific actions.
They are specific, measurable, achievable, relevant and time-based. The most effective marketing
strategies are those that are targeted to a specific audience, focused on key benefits based on the
audience's perspective and interests, and delivered at the appropriate time”.

5. Walker, Boyd, Larreche 1992: “The primary purpose of a marketing strategy is to effectively
allocate, we use to distinguish between strategic marketing and operational marketing,
depending on long-term or short-term goals. Strategic marketing begins with considerations
of the company's current situation and situational analysis and possible development of the
offered product line. Then firms look for competitive advantage and synergy and plan a well-
integrated program of marketing mix elements .

6. Novak & Simco 1991: “The supply chain management covers the flow of goods from supplier
trough manufacturer and distributor to the end-user. The Interaction Lifecycle provides a
comprehensive overview of the various stages of sourcing, purchasing and managing a supplier
relationship. With a clear view of the lifecycle, actions such as changing suppliers or ending a
supplier relationship arealready prepared during initial sourcing and negotiations”.

7. " Scott & Westbrook 1991: Supply chain is used to refer to the chain connecting each element
of the process from the raw material to the end customer. The supply chain concept has become a
challenge due to global competition and increasing customer demand for value as companies
seek to improve their industrial performance in terms of cost, delay, adaptability, variety
and traceability. So information must be available in real time throughout the supply chain and
this cannot be achieved without an integrated supply chain management software system. Supply
chain members must collaborate and share information to improve customer satisfaction”.

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8. Jain 1993: “Marketing strategy is especially indicated by the marketing objectives,

customer and competitive perspectives and product/market momentum from the basis of
marketing strategy”. “ marketing strategy is developed at the/business unit stage. Within a
given environmental, marketing strategy deals essentially with the interplay of three forces known
as the strategic 3C’ s :

• The customer, the competition and the corporation.

• A good marketing strategy should be characterized by
• Clear market definition
• A good match between corporate strength and the needs of the market.

Marketing strategy, in terms of these key consitituents , must be defined as a n endeavour by a

corporation to differentiate itself positively from its competitor, using its relative corporate
strength to better satisfy customer needs in a given environment setting.

• Where to compete.
• How to compete, that is, it requires a means for competing.
• When to compete, that is, it requires timing of market entry.

“In its strategic role, marketing focuses in a business’s intentions in a market and the means and
timing of realizing those intentions. The strategic role of marketing is quite different from
marketing management which deals with developing, implementing and directing program to
achieve designated intentions. To clearly differentiate between marketing management and
marketing inits new role, a term –strategic marketing –has been coined to represent the letter”.

9. Handfield & Nichols 1999: ‘ A supply chain encompasses all activities associated with the
flow and transformation of goods from the raw material stage, trough to the end user, as well as the
associated information flows. The purpose of this study is to investigate the level of integration
between supply chain members in moving toward the adoption of sustainable supply chain
management (SSCM). A descriptive research design based on a cross-sectional survey was used to
achieve this objective”.

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10. Das Prasun, 2009 : “The literature on customer satisfaction is extensive and covers several
fields such as marketing, management and accounting. For example, a number of articles use
the American Customer Satisfaction Index (ACSI) to study customer satisfaction at the
corporate, industry, and macroeconomic levels. This paper focuses only on customer satisfaction
studies that are related to retail and does not review the literature that studies the design of
satisfaction survey instruments because there is no control over the survey design. The basic
tenet of this research stream is that higher service quality improves customer satisfaction,
which leads to better financial performance, although the mechanisms by which this
improvement occurs differ”.

11. Oliver 1981 : “Describes in his study that customer satisfaction is a part marketing and play
a significant role in the market. Satisfaction in every organization customer is more
important because if your customer is satisfied with your services or products, your market
position will be good. In the old days, the customer satisfaction was not very important and
people did not focus on quality. But now the daily competition is taught and the customer knows
about all the products and society because of education and learning environment and this is the
reason why every business is interested in correctly fulfilling the needs and wishes of customers.
For all types of business organizations, customer satisfaction is the greatest important topic and
considered the most reliable feedback for excellence of any kind business organization”.

12. Zairi 2000: “Sense of pleasure and fulfillment of expectations is known as

satisfaction. If the product cannot satisfy the customer's feelings, they will be dissatisfied, and if
the product satisfies them after use, the customer will be satisfied and become loyal to that
product or brand. In other words, customer satisfaction is about those goods or services that meet
the customer's expectations in terms of quality and quality the service he paid for. If customer
satisfaction develops, they will become loyal to the product or brand, and their loyalty will be
good for the company in terms of profit. Customer satisfaction is part of marketing and
plays an important role in the market. In any organization, customer satisfaction is more
important because if your customer is satisfied with your services or products, your position in
the market will be good”.

13. Kurniawan 2010 : “ Customer satisfaction can change over time; it is a dynamic process.
Individual perception of product or service performance leads to customer satisfaction. In
today's retail business, ensuring customer satisfaction by providing the right products and
services to the end users is a major concern for the future growth of the organization. In this
study, an attempt is made to find out customer satisfaction while shopping in retail stores on the
basis of customer survey”.

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14. Churchill 1982: customer satisfaction has an overall response to consumption expectations
with a product or service based on perception, evaluation and psychological response.
According to Kottler (2000), satisfaction is the sum of the attributes of a product or service. Since
the early 1970s, the volume of customer satisfaction surveys has been impressive. They model
the process for two types of products, durable and non-durable goods and services.

15. Veloutsou 2005: “This distinction between tangible and intangible goods becomes different
drivers of customer satisfaction and should therefore be treated separately and differently.
Creating satisfied consumers has become one of the most important priorities in management. In
most definitions of the marketing discipline and marketing orientation, consumer satisfaction
is cited as a key concern. This emphasis is likely to continue due to increasing
globalization,competition and the rise of relationship marketing”.

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 Chapter :- 4

“Research Methodology"
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Introduction:

A research methodology is a way of explaining how the researcher intends to conduct his
research. It is a logical, systematic plan to solve a research problem. Methodology details
the researcher's approach to research to ensure reliable and valid results that match their aims
and objectives.

A good research methodology always explains the procedure, objective and scope of the
research question. This leads to a well-organized approach based on rationality, while a paper
lacking it is often seen as a chaotic or disorganized approach.

Meaning :

Research methodology simply refers to the practical "how" of a given piece of research. More
specifically, it is how the researcher systematically designs the study to ensure valid and reliable
results that match the research objectives and goals.

1. Needs of study:

The main purpose of study is to analysis Current Market Condition, Customer Satisfaction and
effective & efficient Marketing Strategies applicable to Logistic Company. In connection to that,
suggesting suitable measure to the company for better improvement so that they reach heights
and be the apex in logistics.

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2. Rational of the study:

• Successful companies add value to customers by selling them the packages and services
they need at a price they can afford. These companies use marketing strategies to adapt the
products and services they provide to the needs of the market.

• The reason for using different marketing strategies is to better understand the needs of the
market and satisfy them completely.

• Companies that develop effective marketing strategies achieve high sales volumes at the
required profit margins. Satisfied customers are your biggest advocates.

• Their positive word of mouth lends your brand credibility, popularity and helps attract new
customers. This will save brands a lot of money that they would spend on marketing and
promotional campaigns to acquire new customers.

3. Statement on the problem:

A research problem titled “ Understanding The Marketing Strategies And Customer
Satisfaction Towards”.

4. Significance of problem:

Today most people want to get a good service of any shipment of courier. Company
need to provide satisfied service to customer through good marketing strategies. Now a days
customer satisfaction & marketing strategies useful part of TRACKON COURIER.
5. Formulation of problem

lOMoARcPSD|48320606

This document thoroughly elaborates on the problem that your product or your service solves
for your specific customers Customer satisfaction is one of the most important problems of
business organizations of all types, which is justified by the philosophy of customer orientation.

6. Objective of study:

• To understand Customer satisfaction level towards TRACKON COURIER.

• To identify the problem if any in the field of customer satisfaction in the logistics sector and
to come out solution for the problem.

• To examine the marketing strategies of TRACKON COURIER. To tackle the stiff

competition.

• To study the current market condition, track the performance and lay down the strategies for
successful marketing of TRACKON COURIER .

7. Scope of the study:

• This study is restricted to the logistics services offered by TRACKON COURIER.

• The study provides the impact of the level of logistics service in the market.

• The project determines the impact to show the customer satisfaction towards the logistics
service.
 (“Descriptive design”)

8. Research Design

A research design forms a framework that helps in solving the research problem, which is the
collection, measurement and analysis of data. I used “Descriptive Research" to collect data. So
this study adoption understanding of marketing strategies and customer satisfaction towards.
Few types of design Descriptive, Exploratory, Casual, Cross sectional, Longitudinal.

9. Source of data:

(Data Collection)

Data Collection

Primary Secondary

Primary:
Questionnaire

Secondary:

Websites, Journals, Magazines, Articles, Books, Other sources.

Researcher use Primary data in this research:

Researchers collect primary data directly from primary sources utilizing methods such as
interviews, surveys, and experiments. I collect the data same as researcher.

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10. Sampling Plan:

Sample Design:

• A sampling design is a Absolutely plan for to get a sample from a given population

Sample size:

• A substantial part of the target customer that is selected to achieve a reliable result is 150.

Sampling method:

• I used non-probability method for data collection from population members who are easily
available so that study of sample will give us proper information.

Sample technique:

• Percentage analysis

• Tabulation

• Graphical

Sample tool:

Questionnaire:

Data analysis tool:

• For tabular and graphical representation Microsoft excel & word used.

Sampling Unit

• The sampling unit carried out in this study is based on the walk in customer.

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11. Importance & Limitations:

Important
• To being with, as part of the curriculum a “Project work & Report” program was to be
conducted for a period of 4 weeks.
• As my interest and curiosity was in marketing Strategies in Logistics, I choose to work with an
one of the India’s Largest Logistic company named TRACKON COURIER
• I choose TRACKON COURIER company because with this company I can explore myself
Because, of its Brand Name.
• The Marketing Strategy is a very essential to the growth of the company along with the study
of Customer Satisfaction. Due to this Project and Report, I have learnt every aspect of
marketing Strategies, Customer Expectation and Logistics Process.

Limitation

• Almost all companies maintain some degree of secrecy. There was a reluctance to provide
information and feedback on company strategies and even financial data to outsiders.
• To overcome this deficiency, information from secondary sources was required. These sources
have been checked to ensure their authenticity is not misrepresented. The number of visits
was made to procure one appointment.
• Since only some samples were taken for the study, generalisations made to the entire
population may not be true.

• The study is aimed at small businesses and therefore adoption of Trackon courier by
businesses and individuals was not included in the study as they are the main source of revenue
for TRACKON COURIER .
• But I have made an honest effort to make this project useful to everyone who reads it.

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 Chapter :- 5

“Data Analysis & Interpretation"

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1. Age:

A) 15-25 B) 25-35
C) 35-45 D) 45-55

Table no. 1

Particular Respondents
15-25 40
25-35 55
35-45 40
45-55 15
Total 150

Chart no.1

Age
15-25 25-35 35-45 45-55

10.00% 26.67%

26.67%

36.67%

Interpretation:
According to the analysis, most of the respondents are in the age between 25-35 and 27% or the
respondents are under 15-25 & 35-45 years of age, and 10% are under 45-55.

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2. Gender:

A) Male B) Female

Table no. 2

Particular Respondents
Male 105
Female 45
Total 150
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Chart no.2

Gender
male female

30.00%

70.00%

Interpretation:

According to the analysis done by the researcher, most of the respondents are male and 30%
respondents are female.

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3. Marital status:

A) Single B) Married

Table no. 3

Particular Respondents
Single 85
Married 65
Total 150

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Marital status
Chart no. 3
single married

43.33%
56.67%

Interpretation:
According to the analysis done by the researcher, most respondents are single and 43%
respondents are married

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4. Occupation:

A) Self employed B) Salaried

C) Agriculture D) Other

Table no.4

Particular Respondents
Self employed 50
Salaried 45
Agriculture 40
Other 15
Total 150

Chart no. 4

Occupation

self employed. salaried agriculture other

10.00%.
33.33%
26.67%

30.00%

Interpretation:
According to the analysis done by the researcher, most of the respondents occupation are self
business, 30% are of salaried, 27% are of agriculture, and 10% are of other.
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5. Education:
A) Primary B) Secondary

C) Graduate D) Postgraduate

Table no. 5
Particular Respondents
Primary 35
Secondary 25
Graduate 50
Postgraduate 40
Total 150

Chart no. 5

Education
primary secondary graduate postgraduate

26.67% 23.33%

16.67%
33.33%

Interpretation:
According to the analysis done by researcher, most of the respondents education are graduated, 27%
respondents are postgraduate, 23% respondents are primary educated, and 17% respondents are
secondary educated.

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6. How did come to know about TRACKON COURIER ?

A) Friends B) Relatives

C) Advertisement D) Others

Table no. 6

Particular Respondents
Friends 56
Relatives 17
Advertisement 28
Other 49
Total 150

Chart no. 6

How did comet know about TRACKON COURIER

friends relatives
advertisement other

32.67% 37.33%

18.67% 11.33%

Interpretation:
According to the analysis, respondents got to know about the TRACKON COURIER through many
aspects, in this study 37% of them got to know through friends, 11% got to know through relatives,
33% of them through advertisement and 19% of them through other means.

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7. How often you use Logistics service?

A) Daily B) Monthly

C) Weekly D) As and when necessary

Table no. 7

Particular Respondents
Daily 25
Monthly 47
Weekly lOMoARcPSD|48320606

37
As & when necessary 41
Total 150

Chart no. 7
How often you use Logistics service

daily monthly
weekly as & when necessary

27.33% 16.67%

31.33%
24.67%

Interpretation:

According to the analysis, 31% of respondents use logistics service on monthly basis, 27% of
respondents use on a as and when necessary basis, 25% of respondents use on a weekly basis
and 17% daily.

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8. Compared to other logistics service do you feel Trackon courier’s charges are
reasonable?

A) Yes B) No

Table no. 8

Particular Respondents
Yes 123
No 27
Total lOMoARcPSD|48320606
150

Chart no. 8

Compared to other logistics service do you feel TRACKON COURIER’s charges are
reasonable

yes no

18.00%

82.00%

Interpretation :
According to the analysis done by researcher, 82% of the respondents feel TRACKON COURIER
Ltd charges are reasonable and 18% of the respondents feel not reasonable.
9. Any time in the past parcel was missed and not delivered to you?

A) Yes B) No

Table no. 9

Particular Respondents
Yes 25
No 125
Total 150

lOMoARcPSD|48320606

Chart no. 9

Any time in the past parcel was missed and not delivered to you
yes. no

16.67%

83.33%

Interpretation :

According to the analysis, 83% are the respondents don’t feel that in past the parcel was no
missed or not delivered to the respondents.

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10. If yes how frequently it has happened?

A) Once in a week B) Once in a month

C) Once in a quarter D) Once in a year

Table no. 10

Particular Respondents
Once in a week 0
Once in a month 2
Once in a quarter 5
Once in a year 18
Total 25

Chart no. 10

If yes how frequently it has happened

once in a week once in a month
once in a quarter once in a year

8.00%
20.00%

72.00%

Interpretation :

According to the analysis, 25 respondents have told yes, out of which 18 people told it happens
once a year.
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11. How long TRACKON COURIER Logistic service took rectify your complaints?

A) One day B) Two day

C) One week D) Other

Table no. 11

Particular Respondents
One day 103
Two day 13
One week 29
Other 5
Total 150

Chart no. 11

How long TRACKON COURIER Logistic service took rectify your complaints

one day two day one week other

3.33%

19.33%

8.67%

68.67%

Interpretation :

According to the analysis, 103 respondents told it will take one day, 13 respondents told it will take
two days, 29 respondents told it will take one week and 5 respondents told other.

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12. How do your rate the behavior of the TRACKON COURIER ?

A) Excellent B) Very good

C) Average D) Poor

Table no. 12

Particular Respondents
Excellent 112
Very good 23
Average 10
Poor 5
Total 150

Chart no. 12

How do your rate the behavior of the TRACKON COURIER

excellent very good average poor
3.33%
6.67%

15.33%

74.67%

Interpretation :

According to the analysis, 112 respondents told the behavior of TRACKON COURIER staffs are
excellent, 23 respondents told the behavior was very good, 10 respondents told average and 5 told it
was poor.
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13. Does TRACKON COURIER handle the customer complaints immediately?

A) Yes B) No

Table no. 13

Particular Respondents
Yes 137
No 13
Total 150
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Chart no. 13

Does TRACKON COURIER handle the customer complaints immediately

yes no

8.67%

91.33%

Interpretation :

According to the analysis, 137 respondents told that TRACKON COURIER handle the customer
complaints immediately and 13 respondents told no.

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14. What is your overall satisfaction level of TRACKON COURIER ?

A) Highly satisfied B) Satisfied

C) Not satisfied

Table no. 14

Particular Respondents
Highly satisfied 101
Satisfied 41
Not satisfied 8
Total 150

Chart no. 14

What is your overall satisfaction level of TRACKON COURIER

highly satisfied satisfied not satisfied

5.33%

27.33%

67.33%

Interpretation :
According to the analysis, 101 respondents told they are highly satisfied with the service, 41
respondents told they are satisfied and 8 respondents told they are not satisfied.
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15. What made you use TRACKON COURIER ?

A) Cost B) Time

C) Quality D) Service

D) All

Table no. 15

Particular Respondents
Cost 6
Time 5
Quality 7
Service 8
All 124
Total 150

Chart no. 15

What made you use TRACKON COURIER

cost time quality service all
4.00%
3%

4.67%
3.3

5.33%

82.67%

Interpretation :
According to the analysis, almost all the respondents made use of cost, time, Quality and services
in TRACKON COURIER Ltd.
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16. How would you rate TRACKON COURIER in terms of price?

A) Excellent B) Very good

C) Average D) Poor

Table no. 16

Particular Respondents
Excellent 48
Very good 83
Average 11
Poor 8
Total 150

Chart no. 16

How would you rate TRACKON COURIER in terms of price

excellent very good average poor

7.33% 5.33%
32.00%

55.33%

Interpretation :

According to the analysis, 56% of the respondents rate very good, 32% of the
respondents rate excellent, 7% of the average and 5% of the poor in terms of price in TRACKON
COURIER Ltd.
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17. Is preference for customer satisfaction given by the organization?

A) Always B) Sometimes
C) Not at all given

Table no. 17

Particular Respondents
Always 122
Sometimes 20
Not at all given 8
Total 150

Chart no. 17

Is preference for customer satisfaction given by the organization

always sometimes not at all given
5.33%
13.33%

81.33%

Interpretation :

According to the analysis, 81% respondents provide that the customers satisfaction is
given due importance at the future.

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18. How you feel communication of delivery boy?

A) Very good B) Good

C) Fair D) Bad

Table no. 18

Particular Respondents
Very good 49
Good 81
Fair 12
Bad 8
Total 150

Chart no. 18

How you feel communication of delivery boy

very good good fair bad

8.00% 5.33%
32.67%

54.00%

Interpretation :

According to the analysis, 54% respondents are feel good communication of delivery boy, 33% are
feel very good, 8% are feel fair and 5% are feel bad.
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19. Do future supply chain strategy have appropriate system of treatment to customers
complaints?

A) Agree B) Disagree

Table no. 19

Particular Respondents
Agree 139
Disagree 11
Total 150

Chart no. 19

Do future supply chain strategy have appropriate system of treatment to customers complaints

agree disagree

7.33%

92.67%

Interpretation :

According to the analysis, 93% respondents are agree to future supply chain system of treatment to
complaints and 7% are not agree.

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 Chapter :- 6

"Findings, Suggestion and conclusion"

Findings:
lOMoARcPSD|48320606

• Research show that of the respondents are not convenient with price offered by the TRACKON
COURIER courier service.
• Most of the respondents are satisfied with the safety aspects of TRACKON COURIER courier
service of their parcels.
• According to respondents TRACKON COURIER courier service quick & safe.
• While making survey report I found that handling customers’ problem and complaints in
TRACKON COURIER office is good.
• While making survey I found that TRACKON COURIER charging of price if little high compare is
others.
• During the survey I was found behavior of the TRACKON COURIER staff with customer is good.
• I was found during the survey TRACKON COURIER takes| the less time to rectify the missing
• parcels.
• Company’s all departments are computerized including Marketing, Finance, HR.
• TRACKON COURIER Ltd. maintains its day to day transactions in the computer or records or
• kept computerized that influences its business activity.
• Communication is made through phone and internet facility.

Suggestions:

My suggestions:

The following suggestions should be considered in relation to the TRACKON COURIER.

• The company needs to improve its existing services.

• The company must introduce more advanced delivery tools and its employee.
• The company should introduce its services on new routes as well.
• The right combination of quality, working time and interpersonal relations should correspond to the
evaluation system, because each of them is equally important.

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Conclusion:

Based on the overall study of the company, the market and financial position of the company is
sound. TRACKON COURIER is one of the national courier companies. The company has a very
good brand image in the minds of customers.

And it markets its product under the brand name " TRACKON COURIER".. The company has a
growing profit and net worth. The company has thus fared very well since its inception.
lOMoARcPSD|48320606

All departments play a vital role in any organization. The overall study that appears in this company
has kept the department well and effectively in management. Its sections work efficiently. The
total capacity of all departments is well systematic.

During my studies, I gained not only theoretical knowledge but also practical knowledge in this
company. I came to the conclusion that all functions of the department should have modern
technology compared to other departments.

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 QUESTIONNAIRE

Name :

……………………………………………………………………………………………………………
…………

1. Age: a) 15-25 b) 25-35 c) 35-45 d) 45-55

2. Gender: a) Male b) Female
3. Marital status: a) Single b) Married
4. Occupation: a) Self employed b) Salaried c) Agriculture d) Other
5. Education: a) Primary b) Secondary c) Graduate d) Postgraduate
6. How did come to know about TRACKON COURIER ?
a) Friends b) Relatives c) Advertisement d) Others
7. How often you use Logistics service?
a) Daily b) Monthly c) Weekly d) As and when necessary

8. Compared to other logistics service do you feel TRACKON COURIER’s charges are reasonable?
a) Yes b) No
9. Any time in the past parcel was missed and not delivered to you?
a) Yes b) No
10. If yes how frequently it has happened?
a) Once in a week b) Once in a month c) Once in a quarter d) Once in a year

11. How long TRACKON COURIER Logistic service took rectify your complaints?
a) One day b) Two day c) One week d) Other

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12. How do your rate the behaviour of the TRACKON COURIER ?

a) Excellent b) Very good c) Average d)Poor

13. Does TRACKON COURIER handle the customer complaints immediately?
a) Yes b) No
14. What is your overall satisfaction level of TRACKON COURIER ?
a) Highly satisfied b) Satisfied c) Not satisfied
15. What made you use TRACKON COURIER ?
a) Cost b) Time c) Quality d) Service e) All
16. How would you rate TRACKON COURIER in terms of price?
a) Excellent b) Very good c) Average d) Poor
17. Is preference for customer satisfaction given by the organization?
a) Always b) Sometimes c) Not at all given
18. How you feel communication of delivery boy?
a) Very good b) Good c) Fair d) Bad

19. Do future supply chain strategy have appropriate system of treatment to customers
complaints?

a) Agree b) Disagree

Thank
You |
Downloaded by Sumit Chahan (sumitchauhanmeri@gmail.com)