ASTUDYON ASTUDY ON CUSTOMER

PERCEPTION AT
RENOVALOGISTICSPVT.LTD

A Project work and dissertation submitted to the SRM Institute of Science and
Technology
in partial fulfilment of the requirements for the award of the Degree
of

BACHELOR OF BUSINESS ADMINISTRATION

Submitted by,

SHOBIKA SIVAKUMAR
(RA2151001020075)

Under the guidance

of, Mrs. Anandhi.S
Assistant professor

SRM INSTITUTE OF SCIENCE AND

TECHNOLOGY FACULTY OF

MANAGEMENT

RAMAPURA

M CHENNAI-

89 APRIL 2024

1
 SRM INSTITUTE OF SCIENCE AND

TECHNOLOGY FACULTY OF MANAGEMENT

RAMAPURAM

CERTIFICATE
This is to certify that the Project Report “A STUDY ON CUSTOMER PERCEPTION
AT REDOVA LOGISTICS PVT.LTD”in partial fulfilment of the requirements for the
award of the Degree of Bachelor of Business Administration is a record of original
Project Report undergone by SHOBIKA SIVAKUMAR
(Reg.No:RA2151001020075) during the year 2024 of her study in the Faculty of
Management, SRM Institute of Science and Technology, Ramapuram, under my
supervision and the report has not formed the basis for the reward of any Degree /
Fellowship or other similar title to any candidate of any University.

Place: Chennai-89 Signature of the Guide

Dr. C. Sundar
Dean FOM

Countersigned
Dr. T. Rekha Kiran
Kumar HOD BBA

Submitted to the Faculty of Management, SRM Institute of Science and

Technology, Ramapuram for the examination held on

INTERNAL EXAMINER EXTERNAL EXAMINER

2
 DECLARATION

I, SHOBIKA.S ,hereby declare that the Project Report, entitled “ A STUDY ON

CUSTOMER PERCEPTION AT REDOVA LOGISTICS PVT.LTD ” in partial
fulfilment of the requirements for the award of the Degree of Bachelor of Business
Administration is a record of original Project report undergone during the period
2024 under the supervision and guidance of Mrs. Anandhi.S , Assistant professor,
Faculty of Management, SRM Institute of Science and Technology, Ramapuram and
it has not formed the basis for the award of any Degree/ Fellowship or other similar
title to any candidate of any University.

Place: Chennai-89 Signature of the student

Date: SHOBIKA SIVAKUMAR

(RA2151001020075)

3
 01/04/2024

TO WHOMESOVER IT MAY CONCERN

Sub : Completion of BBA Internship

we wish to confirm that Shobika Sivakumar ( Reg. no. RA2151001020075), who is

pursuing final year of BBA in SRM Institue of Science and Technology, Ramapuram has
completed the marketing Internship in our concern titled “A Study on Customer
Perception on Service Provided by the Redova Logistics, Chennai “ from 01/02/2024 to
01/04/2024.

ruCHENNA!
2600 032

|weuea.
 ACKNOWLEDGEMENT

First and foremost, I offer my sincere gratitude to our Chancellor, SRM Institute of Science
and Technology, for his academic support and the facilities provided to carry out the project
work at the Institute. His wide vision and concern for students have been inspirational.

I wish to express my profound gratitude to my respected Chairman, SRM Institute of

Science and Technology, Ramapuram who offered me such a huge opportunity, incredible
infrastructure and other support which made the project work quite smooth.

I would like to express my deepest thanks to our Director, SRM Institute of Science and
Technology, Ramapuram who motivates everyone to complete this project.

I express my heartfelt Thanks to our Dean, Dr. C. Sundar, Faculty of Management, SRM
Institute of Science and Technology, Ramapuram who provided all facilities for carrying out
this project.

I immensely thank our Head of the Department-BBA Dr. T. Rekha Kiran Kumar, Faculty
of Management, SRM Institute of Science and Technology, Ramapuram for her cordial
support, valuable information, and guidance, which helped me in completing this task
through various stages.

I take this opportunity to express my profound gratitude and deep regards to my guide Mrs.
Anandhi. S Assistant Professor- BBA, Faculty of Management, SRM Institute of Science and
Technology, Ramapuram for her exemplary guidance, monitoring, and constant
encouragement throughout the course of this project.

I thank God Almighty for showering his perennial blessing on me for giving me the courage
to pursue this project work successfully. I owe a lot to my parents, who encouraged and
helped me at every stage of my personal and academic life, and longed to see this
achievement come true.

SHOBIKA SIVAKUMAR
( RA2151001020075)

5
 ABSTRACT

Logistics has come to be recognized as a distinct function with the rise of mass production
systems. Production and distribution were earlier viewed as a sequential chain of extremely
specialized activities. The role of logistics is to ensure availability of all the required materials
before every step in this chain. Obviously inventory of raw materials, semi-finished and
finished goods is a must across this chain to ensure its smooth functioning.

This project is done with only Redova Logistics . This project survey has taken for only
customer of Redova Logistics . This project is does not applicable for any other Logistics
services. It is important to underscore the word perception. Perception is “is the act of
discerning realizing and becoming aware of through the senses”. The customer perception is
what counts and not what we think it is.
A STUDY ON CUSTOMER PERCEPTION ON SERVICES PROVIDED BY REDOVA
LOGISTICS, CHENNAI”

TABLE OF CONTENTS

TABLE OF CONTENTS
CHAPTER TITLE PAGE NO
NO

Introduction
1.1 Introduction of the study 1
1.2 Industry Profile 2
1
1.3 Company profile 6
1.4 Need for the study 11
1.5 Objectives of the study 11
1.6 Scope of the study 12
1.7 Limitations of the study 12

Literature survey 23
2 2.1 Literature review
27
3 Research methodology

4 Data Analysis and interpretation 33

5 Findings and suggestions 45

6 Summary and conclusion 61

Annexure

Bibliography
 LIST OF TABLES

SL.NO TABLE TITLE PAGE NO

1 VOLUME OF GOODS 26

2 EXPORT MARKET 28

3 EXPORTATION OF GOODS 30

4 CUSTOMER OPINION ON PRICING 32

5 FACTORS INFLUENCES FOR REDOVA LOGISTICS 34

6 EXPERIENCES WITH REDOVA LOGISTICS SERVICE 36

7 SATISFACTION ON TRANSPORTATION SERVICE 38

8
SATISFACTION ON CUSTOMER FRIEGHT STATION
40
OPERATION

9
SATISFACTION ON CUSTOMS HOUSE
42
AGENT OPERATION

10 SATISFACTION ON LINER SERVICES 44

11 FRIEGHT RATE IS COMPETITIVE 46

12
SATISFACTION ON INFORMATION
48
TECHNOLOGY ADOPTED

13 SATISFACTION VALUE ADDED SERVICES 50

14 PERCEPTION ON PROFESSSIONALISM AND 52

RESPONSE LEVEL
 LIST OF CHARTS

SL.NO TABLE TITLE PAGE NO

1 VOLUME OF GOODS 26

2 EXPORT MARKET 28

3 EXPORTATION OF GOODS 30

4 CUSTOMER OPINION ON PRICING 32

5 FACTORS INFLUENCES FOR REDOVA LOGISTICS 34

6 EXPERIENCES WITH REDOVA LOGISTICS SERVICE 36

7 SATISFACTION ON TRANSPORTATION SERVICE 38

8
SATISFACTION ON CUSTOMER FRIEGHT STATION
40
OPERATION

9
SATISFACTION ON CUSTOMS HOUSE
42
AGENT OPERATION

10 SATISFACTION ON LINER SERVICES 44

11 FRIEGHT RATE IS COMPETITIVE 46

12
SATISFACTION ON INFORMATION
48
TECHNOLOGY ADOPTED

13 SATISFACTION VALUE ADDED SERVICES 50

14 PERCEPTION ON PROFESSSIONALISM AND 52

RESPONSE LEVEL
 CHAPTER - 1

INTRODUCTION

In modern days of Shipping Industries, they are basically following two services to satisfy
the needs of customer such as Horizontal service, Vertical Service.

The activities of participants within any given vertical services are typically similar. In that
they aim at solving the same or similar problems. These services are typically competitive,
due to the overlapping focuses of the products and services that are provided to the customers.

The single defining characteristic of the participants in a vertical service is competition

within a well-defined segment.

A vertical services (often referred to simply as a "vertical") is a group of

similar businesses and customers that engage in trade based on specific and specialized needs.
Often, participants in a vertical service are very limited to a subset of a larger industry (a niche
market). An example of this sort of market is the market for point-of-sale terminals, which are
often designed specifically for similar customers and are not available for purchase to the
general public. Vertical marketing can be witnessed at trade shows. The opposite of vertical
marketing is horizontal marketing.

VERTICAL AND HORIZONTAL SERVICE

Logistics services support the movement of materials and products from inputs through
production to consumers, as well as associated waste disposal and reverse flows. They include
activities undertaken in-house by the users of the services (e.g. storage or inventory control at a
manufacturer’s plant) and the operations of external service providers.

The concept of reverse logistics has been applied in promoting costumer service and resources
recycling. Concerning quality control, the defective components and finished products will be
returned to their producers through reverse logistics systems. Nowadays, reverse logistics has
been developed rapidly for increasing industries’ competitiveness, promoting customer

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service level, and recycling the reusable material. Meanwhile, the demand of reverse logistics
brings out a new market for the third-party logistics industries.

The flow in vertical direction is the reverse logistics, whose direction is counter to the ordinary
logistics.

Clearing

When goods are loaded on board and the document issued in respect to these goods then it is
cleared.

Clearance Terminal

Terminal where Customs facilities for the clearance of goods are available.

Problems

 Problems on issue of providing documents at the time of clearance.

 Dependent on package shipment method.
 Depend on package origin, package contents,
 Depending on the paperwork accompanying the shipment
 Policies differ from country to country and from port to port.

Solutions

These problems are to be analyzed and suggestions are given based on data collected
from primary data (QUESTIONNAIRE) and secondary data.

Horizontal service participants often attempt to meet enough of the different needs of vertical
markets to gain a presence in the vertical market. Their similar products/services tend to be
less of a fit but also less expensive than specialized, vertical participant solutions.

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HORIZONTAL SERVICE COMPARED WITH VERTICAL SERVICE

A vertical market is a market which meets the needs of a particular industry: for
example, a piece of equipment used only by semiconductor manufacturers. It is also known as
a niche market.

A horizontal market is a market which meets a given need of a wide variety of industries,
rather than a specific one: for example, word processing software or machine-to-
machine technologies. On occasion a horizontal market can be highly specialized at the same
time, for instance consider the market for converting mainframe databases developed with the
tools of a particular company. The market for such a database conversion service might involve
many vertical markets (aerospace, manufacturing, banking, etc.) but nevertheless be labeled
"niche" if the database technology is technically obsolete and no longer mainstream.

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INDUSTRY PROFILE

The scope and influence of logistics has evolved in the late 1940s. In the 1950s, and 60s,
military was the only organization which used logistics. The scope of logistics has been
extended beyond the army, as it has been recognized as one of the important tools for
developing competitiveness. Competitive advantage means the company has the ability to
differentiate itself, in the customer’s eyes, and also is operating at a lower cost and greater
profit.

Logistics facilitates in getting products and services as and when they are needed and desired
to the customer. It also helps in economic transactions, serving as a major enabler of growth of
trade and commerce in an economy.

Logistics has come to be recognized as a distinct function with the rise of mass production
systems. Production and distribution were earlier viewed as a sequential chain of extremely
specialized activities. The role of logistics is to ensure availability of all the required materials
before every step in this chain. Obviously inventory of raw materials, semi-finished and
finished goods is a must across this chain to ensure its smooth functioning.

The concept of logistics has its base upon the systems approach. There is a single chain, with
flow of materials starting from the supplier, then to the plant and finally to the end customer,
and also these activities are done sequentially in order to achieve customer satisfaction at low
cost. For this to be successful there has to be co-ordination in the activities of the department.

With reference to an organization, an organization gets a concrete shape due to its structure. In
the earlier times, the suppliers in distribution activities were spread across the entire structure,
thus resulting in an overlapping of activities and finally in unaccountable authority and
responsibility. In today’s process driven organization, where the focus has shifted from
functions to process, logistics has become an essential part of the process.

Definitions of logistics:

The American Council of Logistics Management defines logistics as “the process of

planning, implementing and controlling the efficient, cost effective flow and storage of raw
materials, in-

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process inventory, finished goods and related information from point of origin to point of
consumption for the purpose of conforming to customers’ requirements”.

Philip Kotler defines logistics as “planning, implementing, and controlling the physical flows
of materials and finished goods from point of origin to point of use to meet the customer’s
need at a profit”.

Objectives of logistics:

Logistics has the following objectives:

Reduction of inventory: Inventory is one of the key factors, which can affect the profit of an
enterprise to a great extent. In the traditional system, firms had to carry lot of inventory for
satisfying the customer and to ensure excellent customer service. But, when funds are blocked
in inventory, they cannot be used for other productive purposes. These costs will drain the
enterprise’s profit. Logistics helps in maintaining inventory at the lowest level, and thus
achieving the customer goal. This is done through small, but frequent supplies.

Economy of freight: Freight is a major source of cost in logistics. This can be reduced by
following measures like selecting the proper mode of transport, consolidation of freight, route
planning, long distance shipments etc.

Reliability and consistency in delivery performance: Material required by the customer

must be delivered on time, not ahead of the schedule or behind the schedule. Proper planning
of the transportation modes, with availability of inventory will ensure this.

Minimum damage to products: Sometimes products may be damaged due to improper

packing, frequent handling of consignment, and other reasons. This damage adds to the
logistics cost. The use of proper logistical packaging, mechanized material handling equipment,
etc will reduce this damage.

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Quicker and faster response: A firm must have the capability to extend service to the
customer in the shortest time frame. By utilizing the latest technologies in processing
information and communication will improve the decision making, and thus enable the
enterprise to be flexible enough so that the firm can fulfill customer requirements, in the
shortest possible time frame.

The various functions of logistics are as follows:

1. Order Processing: Processing the orders received from the customers is an activity,
which is very important by itself and also consumes a lot of time and paperwork. It
involves steps like checking the order for any deviations in the agreed or negotiated terms,
price, payment and delivery terms, checking if the materials is available in stock,
producing and scheduling the material for shortages, and also giving acknowledgement to
the owner, by indicating any deviations.

2. Inventory Planning and management: Planning the inventory can help an organization
in maintaining an optimal level of inventory which will also help in satisfying the
customer. Activities like inventory forecasting, engineering the order quantity,
optimization the level of service, proper deployment of inventory etc. are involved in this.

3. Warehousing: This serves as the place where the finished goods are stored before they
are sold to the customers finally. This is a major cost center and improper warehouse
management will create a host of problems.

4. Transportation: Helps in physical movement of the goods to the customers place. This
is done through various modes like rail, road, air, sea etc.

5. Packaging: A critical element in the physical distribution of the product, which also
influences the efficiency of the logistical system.

Logistics delivers value to the customer through three main phases:

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 a. Inbound logistics: These are the operations, which precede manufacturing. These include
the movement of raw materials, and components for processing from suppliers.
b. Process logistics: These are the operations, which are directly related to processing.
These include activities like storage and movement of raw materials, components within
the manufacturing premises.
c. Outbound logistics: These are the operations, which follow the production process. These
include activities like warehousing, transportation, and inventory management of finished
goods.

Logistics Solution:

Generally, the in-house logistics departments in manufacturing organizations take care of all
aspects of logistics. But this is not an area of core competency of manufacturing or trading
organizations. Today, a lot of successful business corporations across the world are
outsourcing logistics to the third party logistics providers, who are having the necessary
infrastructure and expertise to do the job in a better manner. Complete logistics solutions to
manufacturers and traders is provided by the third party logistics providers, and they help in
integrating various logistics operations, thus ensuring speedy and uniform movement of
materials across the supply chain.

Logistics is nowadays widely used in virtually every area. The success of a logistics service
providing company depends on how they conceptualize and implement the logistics solution,
and also tune to the requirements of the customer.

Future of Logistics

Nowadays corporations look only for sustainable competitive advantage, not only for growth,
but also to survive. There is so much killing competition that corporations are compelled to
review their business process while they deliver the products and services to customers,

who are looking for more and more value for the money that they are spending.

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 COMPANY PROFILE

Redova Logistics Pvt Ltd was founded by logistics professionals in 2001 with a vision to be
recognized as the most dependable and responsive logistics service provider. Survival of the
fittest is more than apt in today’s competitive world. One has to provide qualitative services
at the most competitive prices at the right place & at the right time. For this you need to
have a reliable service provider so that you can concentrate on your core competencies.

With Redova Logistics Pvt Ltd– the leading service provider with a full menu of logistics
services–your business will boom. Our logistics services are at the forefront, offering state-
of- the-art 3rd party and 4th party logistics solutions to all customers. Redova Logistics Pvt
Ltd is structured to provide logistics and supply chain solutions to the growing global
industry.

OUR STRENGTHS:

We have Logistics Engineering team to overview productivity and process review within the
warehouses , Cycle Count Team to monitor inventory integrity and MIS team to provide and
design customized MIS. These are some of our key differentiator functions over the competition
– enabling us to execute our promise to deliver continuous value.

Our performance in productivity, inventory integrity, resource quality and quantity are
among the best in the industry. We rely heavily on customized MIS to demonstrate
performance improvements on a continuous basis.

Crashing transaction times

Meeting agreed transaction times allow you to meet your delivery schedules. Improving these
times by increasing productivity sharpens warehouse throughput and makes your invoices
payable early. Crashing times actually adds to your working capital.

8
 We work on improving transaction cycle times by using modern Industrial
Engineering techniques, as well as implementing learning achieved from experience
and industry benchmarks.

On a larger plane - TTM (Time to Market), TTC (Time to Cash) etc. are our customer
expectations that we have assisted them in bringing around remarkable results.

Innovative Solution

"Value addition" is the basis of any successful and sustained business relationship between two
entities.
Redova Logistics Pvt Ltd offers innovative solution as one such value addition to our customers,
where we contribute to our customer's value chain not only as a one-time value addition but of a
continual nature due to Redova Logistics Pvt Ltd tradition of improving it, with time.

Apart from the best in class performance which is a trademark Redova Logistics Pvt Ltd
service, a good example is the Redova Logistics Pvt Ltd "Business Industrial Engineering"
(BIE) function which adds value to our customer businesses via innovative solutions upon and
around their key W&D requirements of: Innovative Warehouse design to enable Higher
thoughput at lesser costs. MHE and MSE selection to suit the Volume, flow (direction &
magnitude) and cycle time metrics for Optimal Cost-Benefit ratio.
Distribution network design based on data analysis of our customer's transaction numbers.
Continuous Improvement - Redova Logistics Pvt Ltd BIE function does this as a 'birth
principle' than a customer need / expectation / requirement.

Managing Reliability in Processes

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Redova Logistics Pvt Ltd recognizes the importance of stable processes in Warehousing and
Transportation, which form most significant costs out of total Logistics costs.
Errors often creep even in routine transactions, the impact of which adversely affect customer
satisfaction and may result in consequential problems of payment delays / defaults, loss of
"repeat business" maybe profits as well.

Redova Logistics Pvt Ltd has been providing reliability levels of over 99+% to our customers
with. We have achieved this based our process flow mapping, mechanism to measure them and
take proactive steps to improve them. SOPs, DPMs, Daily Exception reporting and
management are some of the tools we will use to achieve the said reliability for you.
Redova Logistics Pvt Ltd cherishes dependability as one of the core values.

SERVICES

1. Freight
Forwarding

As more and more companies are migrating into the global marketplace,
they've come to expect a freight forwarding service which is equal to the
task of meeting their unique requirements. We are ready to answer that
challenge with our vast network of international contacts and expert
knowledge of the international freight forwarding.
 Door to Door Service

 Air Freight - Imports and Exports

 Sea Freight - Imports and Exports

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  Multi-modal Transport

 Customs Clearance

Air Freight

Our airfreight services help you to ship your cargo to

almost every destination worldwide.

Our specialists have many years of experience in the area

of air cargo shipments. And with our good connection
with major worldwide carriers, we are able to offer the
best solution to compete with time, safety, cost and space.

Our focus is on prompt and timely delivery of your shipments

along with constant communications so that you are in control
of your cargo at all times.

Our services include:

Import Cargo Handling

Export Cargo Handling

Import and Export Cargo Consolidation

Dangerous and Valuable Cargo

Door to Door Services

Sea Freight

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 Through our network of experienced professionals, strong
world shipping connections and extreme flexibility, we are
able to specifically respond to whatever your shipping needs
may be.

Our experience, local market know-how, partnership

with carriers, global network lets you take advantage of
the following:-

o Efficient load capacities

o Routing geared to meet your time\cost requirements
o Competitive prices
o Flexible schedules

Our services include:

Full Container Load(FCL)

Less than Container Load(LCL)

Buyer Consolidation

Direct & Transhipment service options

Port to Port Services

Door to Door Services

Break Bulk

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Project Cargo Handling

The complex requirements that encompass Project Cargo

execution requires 'out of the box' thinking in order to
create and implement effective solutions.
We provide the specialized expertise such as logistics
capabilities, precise timing, wide geographical
knowledge, and global connections to coordinate project
cargo movements from origin to destination.

Our project handling capabilities include:

Freight negotiation (COA negotiation, long term rate validities).

Special equipment transport (flat racks, open tops, hard top platforms solution).

2. Third Party Logistics

Redova Logistics Pvt Ltd is one source for comprehensive logistics services. Our established
operations offer supply chain, transportation and inventory management, warehousing
operations, reverse logistics and more -- all custom-tailored to the individual needs of our
customers. Our in-house consultants and operations experts provide valuable experience and
expertise in a wide variety of areas including IT, automotive and e-commerce. The warehouses
are equipped with the best material handling and storage equipment, controlled by an in-house
developed Warehouse Management System.

Inbound Logistics

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  Planning
 Purchase Order Management
 Milk Route Collections
 Hub & Spoke model for Consolidation
 Container Movement
 Stores Management and Line Feeding
 Just In Time Inventories
 Vendor Managed Inventories
 Performance Analysis and Process Optimization
 Space Management
 Planning & Forecasting
 Excise & Octroi
 Consolidation Centers
 Line Feeding
 Transportation

Outbound Logistics

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  Setting up a Distribution network
 Providing certainty and committed service levels.
 Shared Public Warehouses
 Optimization to bring down Total Transaction Cost
 Pre Delivery Inspection
 Packaging
 Accessory fitting
 Audit
 Storage
 Inventory
 Invoicing
 Dispatch

Reverse Logistics

 After Sales
 Customer Feedback
 Claims Settlement
 Receiving
 Quality
 Payment
 From warehousing to transportation, our process strength and operational
excellence extends to all core functions of contract logistics.
 We combine warehousing, transportation and value-added services to ensure a custom
fit. Our facilities share common processes and systems, so you receive consistent
reporting

1
 in addition to dependable customer service. IT enablers like Warehouse Management
System simplifies all data exchange.
We invest time and expertise to fully understand your business before designing plans to
improve your supply chain. We take responsibility for the performance of all our suppliers and
for ensuring availability of resources and equipment needed to control the flow of goods under
our charge.
We seek to deliver advanced customer service quality by:

 Customizing dedicated facility or flexible shared facilities

 Optimizing performance of your existing assets. We are happy to work
from your facilities if it increases efficiency.

Our services deliver:

 Inventory integrity
 Shorter lead times
 Increased productivity
 Greater responsiveness
 Fast and reliable start-ups
 Flexibility to meet growing volumes and resultant peaks and valleys
 Recruitment, training and motivation of workforces
 Transfer of industry best practices from other sectors and regions
 Rock-solid record keeping
 Transaction integrity
 Transaction history record keeping
 Comprehensive menu of standard reports

3. Warehousing and Distribution Services

Our range of warehouse offerings is amongst the most diverse in India. We provide the following
types of warehousing services:

 Dedicated Warehouses

1
 Shared-user Warehouses
 Limited term project centric warehouses.

Dedicated Warehouses
Best in class solutions
Customized to meet your specific requirements of design, layout, storage and handling, we an
set up dedicated warehouses wherever you wish.
We are mobile, flexible and ready to go. From concept to operations, we use modeling to find
an optimal location, identify the real estate using our database, and define the necessary systems
and operating structure. We work closely with you right through the design and layout stages.
Our project management team integrates facility and systems operations and resource
planning before hand over. Your distribution centre functions smoothly and you get
visibility of the project from the very beginning.
Shared Warehouses
Flexibility all the way
Our Shared logistics facilities provide you flexibility on space and services without a sizable
investment and long-term commitment.
These facilities can receive products and provide downstream distribution. Through shared
resources - space, overheads, labour and equipment - our customers benefit from synergies
that significantly reduce supply chain costs and improve efficiencies dramatically.
Smaller businesses requiring distribution operations without long-term lease or capital
commitments can benefit from this. As can larger enterprises for a new acquisition, product
launch or seasonal overflow. Leading manufacturers and retailers of the Automotive, Telecom
and Retail, among other sectors, use our services.
In-Plant
Taking charge, giving control
We offer a range of programs within our customers' facilities. We can support your team – or be
your team – by handling such tasks as labour or yard management, packing, designing,
container stuffing, line feeds, water spider maintenance, and just-in-time deliveries.
We help you cut costs, increase productivity, and get the best out of your most valuable resource
- your people. Quality and safety are part of our culture and we invest a substantial amount of

1
 time building consistent processes, aligned with your best practices and training, to achieve our
goals of zero recordable incidents.

4. Installation Support Logistics

Our support to Installation Engineers combines several critical functions involving

warehouse, transportation, up-lifting expertise and on site marshalling of manpower and
lifting equipment. The installation material is typically delicate, large, unwieldy and heavy
and needs care for material and building protection. We also take care of local permissions.

We have special teams providing Telecom Installation Support logistics. Our flexible response
to severe Transaction skew is greatly appreciated by our clients. We have a large vendor base
which allows us to scale up on demand. Our transportation management skills and computer
software allow us to meet these requirements. We run complex programs that ensure high
levels of accuracy.
We also manage local and specialized deliveries - from coordinating and training staff on
product installation to retail merchandising and more. These include customized inside-the-
home deliveries and installation services.
Our proven transportation solutions coupled with local market intelligence helps us in
delivering these capabilities:

 Dependable Vendor Management

 Route understanding, planning & optimization
 Octroi Management
 Milk-Run Management
 Multi-Point Distribution Management
 Pan-India & regional Services Management

1
 CHAPTER 2
LITERATURE REVIEW

2.1 Introduction: In the service industry, understanding customer perception is crucial for
businesses to thrive. Perception influences customer satisfaction, loyalty, and ultimately, the success
of the organization. This literature review aims to explore various factors that influence customer
perception of service.

Herbert Simon: Herbert Simon, a Nobel laureate in Economics, laid the groundwork for
understanding decision-making processes. His work on bounded rationality and satisficing behavior
is fundamental to understanding how individuals perceive and process information when making
choices as consumers.

Daniel Kahneman: Kahneman, a Nobel laureate in Economics, is renowned for his work on
behavioral economics and decision-making under uncertainty. His research on cognitive biases, such
as the availability heuristic and anchoring effect, sheds light on how customer perceptions can be
influenced by psychological factors.

Amos Tversky: Tversky, a collaborator of Kahneman, contributed significantly to the field of

cognitive psychology and decision-making. His research on prospect theory and framing effects
provides insights into how customers perceive risks and rewards, shaping their purchasing decisions.

Gerald Zaltman: Zaltman is a pioneer in the field of consumer behavior and marketing research.
His work on the use of metaphorical techniques in understanding consumer perceptions and
motivations has opened new avenues for studying the subconscious aspects of customer decision-
making.

Brian Wansink: Wansink's research focuses on consumer behavior and food psychology. His
studies on environmental cues and their impact on eating behavior highlight how subtle factors can
shape customer perceptions of product attributes, such as taste and satisfaction.

Richard Thaler: Thaler, a Nobel laureate in Economics, is known for his contributions to
behavioral economics and the concept of "nudge theory." His research on choice architecture and

1
decision-making nudges demonstrates how altering the presentation of options can influence
customer perceptions and choices.

Barbara Kahn: Kahn's research spans consumer behavior, retailing, and marketing strategy. Her
work on sensory marketing and consumer decision-making processes provides valuable insights into
how sensory cues, such as sight, sound, and touch, affect customer perceptions and preferences.

George A. Akerlof: Akerlof, a Nobel laureate in Economics, is recognized for his research on
information asymmetry and market dynamics. His work on the "lemons problem" and adverse
selection underscores how incomplete information can distort customer perceptions and undermine
market efficiency.

Robert Cialdini: Cialdini's research focuses on the psychology of persuasion and influence. His
seminal work on the principles of persuasion, such as reciprocity, scarcity, and social proof,
elucidates how marketers can shape customer perceptions and behavior through subtle cues and
strategies.

Sheena Iyengar: Iyengar's research on choice and decision-making explores how individuals
perceive and respond to the abundance of options available to them. Her work on choice overload
and decision paralysis highlights the complexities of customer perceptions in contexts with multiple
alternatives.

These researchers have made significant contributions to understanding the intricacies of customer
perception, drawing from various disciplines such as economics, psychology, and marketing. Their
work illuminates the factors and processes that shape how customers perceive products, services, and
brands, offering valuable insights for marketers and businesses alike.

2
 CHAPTER 3
RESEARCH METHODOLOGY

1. Research design
The study used in descriptive research the purpose of the study is to organization various
department its process. An attempt to establish what level of understanding has of the
customer requirements.

2. Sources of data

(a) Primary data

Primary data were collected by havity. Interviews and interaction with the customer of
Redova Logistics Chennai secondary data.
(b) Secondary data
Secondary data were collected from books, Newspaper, websites and company documents .

3. Sampling Method
The researcher has been adopted to select simple random sampling method

4. sample size
The researcher has selected 40 clients of Redova Logistics in Chennai.

2
 Simple percentage analysis:
Simple percentage analysis refers to a ratio. With the help of absolute
figures it will be difficult to interpretate any meaning from the collected data, but when
percentages are found out then it becomes easy to find the relative difference between two are
more attributes.

no.of respondents
percentage = 100
Total number of respondents

Weighted Average :
The from weighted average usually report to a weighted arithmetic mean but weighted
verses of other means can also be calculated such as the weighted Geometric mean weighted
harmonic mean.

Weighted Average = ∑Wx

∑x

(W) Weight
(X) No. of respondents

7. Period of study :

The study period from 01/02/2024 To 01/04/2024

1\

2
 Chapter - 4
Analysis and Interpretation

4.1 VOLUME OF GOODS

The following table 3.1 reveals the respondents on the volume of goods handled
through Redova Logistics .

TABLE 4.1

Volume of goods No.of.respondents Percentage

50-100 70 50

100-250 42 30

250-500 14 10

500 above 14 10

TOTAL 140 100

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 Source: Primary data

Interpretation:

The table 3.1 shows that 30% of the respondents have 100-250 volume of
goods handled through Logistics services. And 10% of the respondents have 250-500 volume
of goods handled through logistical services. Finally 10% of the respondents have 500 above
volume of goods handled through logistic services.

Inference:

Most 50% of the respondents have been 50-100 volume of goods handled
through Redova Logistics services.

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4.2 EXPORT MARKET

The following table 5.2 explains the details of the respondents on export market.

TABLE 4.2

Region No.of.respondents Percentage

UK 63 45

USA 42 30

SOUTH EAST 28 20

OTHERS 7 5

TOTAL 140 100

Source:Primary data

Interpretation:

The table 5.2 shows that 30% of the respondents has been export market of USA
through Logistics services and 20% of the respondents has been export market of south east
through logistical services. And 5% of the respondents has been export market of other country
through logistic services.

2
Inference:

Most 45% of the respondents has been export market of UK through Redova
Logistics services.

2
 4.3 EXPORTATION OF GOODS

The following table 5.3 explain the details of the respondents on exportation
of good services of Redova Logistics

TABLE 4.3

Percentage

Exportation of goods No.of.respondents %

Daily 63 45

Monthly 60 43

Weekly 17 12

6 months once - -

TOTAL 140 100

Source:Primarydata

Intrepredation:

The table 5.3 shows that 43% of the respondents have been exportation of
goods as monthly and 12% of the respondents have been exportation of goods as weekly
basis.

2
Inference:

Most 45% of the respondents have been exportation goods as daily.

2
 4.4 CUSTOMER OPINION ON PRICING
The following table 5.4 explain details of the respondents on opinion on
pricing

TABLE 4.4

Service pricing No.of.respondents Percentage

Reasonable 84 60

Higher 42 30

Lower 14 10

TOTAL 140 100

Source: Primarydata

Interpretations:

The table 5.4 shows that 30 % of the respondents opinion on pricing is higher. and 10% of the
respondents opinion on pricing is .

2
Inference:

Most 60% of the respondents opinion on pricing is reasonable.

3
4.4 FACTORS INFLUENCES FOR REDOVA LOGISTICS

The following table3.4 explains the details of the respondents for selection of

Redova Logistics services.

TABLE 4.4

Factors No.of.respondents Percentage

Low price in service 49 35

Locality 42 30

Good customer relationship 14 10

Skilled workmanship 35 25

TOTAL 140 100

Source :Primary data

Interpretation:

The table 5.5 shows that 30% of the respondents are selection for locality. and
10% of the respondents are the selection for good customer relationship .and finally 25% of the
respondents are selection for skilled workmanship.

3
Inference:

Majority 35% of the respondents are selection for low price in service.

3
4.6 EXPERIENCES WITH REDOVA LOGISTICS SERVICE

The following table 3.5 reveals the explain the period of dealing with Redova Logistics services.

TABLE4.6

Experience No.of.respondents Percentage

Less than 1 year 56 40

2 year 49 35

3 year 35 25

Above - -

TOTAL 140 100

Source: Primarydata

Interpretation:

The table 3.5 shows that 35% of the respondents are experience with 2 years. and
25% of the respondents are experience with 3 year.

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Inference:

The less than 1 year 40% of the respondents are experience with Redova Logistics
service.

3
 4.7 SATISFACTION ON TRANSPORTATION SERVICE

The following table 5.7 explains the detail of the respondents on transportation services.

TABLE 4.7

No.of.respondents Weight Wx

Transportation services (x) (W)

Highly satisfied 69 1 69

Satisfied 37 2 74

Moderate 23 3 69

Dissatisfied 11 4 44

∑x=140 ∑Wx=256

Source : Primary data

Weighted average method = ∑Wx

∑x

= 256

140

INFERENCE = 1.8

The average value of 1.8% show that majority of the respondents are satisfied with
transportation service.

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3
 4.8 SATISFACTION ON CUSTOMER FRIEGHT STATION OPERATION:

The following table 5.8 Satisfaction of the respondents on customer freight

station of Redova Logistics .

TABLE 4.8

No.of.respondents Weight Wx

Customer freight station (x) (W)

Highly satisfied 48 2 96

Satisfied 62 1 62

Moderate 27 3 81

Dissatisfied 3 4 12

∑x=140 ∑Wx=251

Source : Primary data

Weighted average method = ∑Wx

∑x

= 251

140

= 1.8

3
INFERENCE
The average value of 1.8% shows that most of the respondents are satisfied with
customer freight station services provided by Redova Logistics

3
 4.8 SATISFACTION ON CUSTOMS HOUSE AGENT OPERATION:

The following table 5.9 Shows the respondents on satisfaction on customs

house agent operation.

TABLE 4.8

Customs house agent No.of.respondents Weight Wx

(x) (W)

High satisfied 71 1 71

Satisfied 48 2 96

Dissatisfied 21 3 63

∑x=140 ∑Wx=230

Source: Primary data

Weighted average method = ∑Wx

∑x

= 230/ 140

= 1.6

INFERENCE

The average value of 1.6% shows that most of the respondents are satisfied
with customs house agent operation.

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4
 4.10 SATISFACTION ON LINER SERVICES:

The following table 5.10 shows that respondents on satisfaction on liner services.

TABLE 4.10

No.of.respondents Weight Wx

Liner services (x) (W)

Highly satisfied 57 1 57

Satisfied 37 3 111

Moderate 43 2 86

Dissatisfied 3 4 12

∑x=140 ∑Wx= 266

Source: Primary data

Weighted average method = ∑Wx

∑x

= 266

140

= 1.9

INFERENCE

4
 The average value of 1.9 % shows that most of the respondents are moderately satisfied
with the liner services

4
 4.11 FRIEGHT RATE IS COMPETITIVE:

The following table 5.11 reveals the opinion of the respondents on

competitive freight rate offered by Redova Logistics .

TABLE 411

Percentage

Particular No.of.respondents %

Yes 78 56

No 62 44

TOTAL 140 100

Source: Primarydata

Interpretation:

The table 5.11 shows that 56% of the respondents revealed that the freight rate is
competitive with other players.

4
Inference :

Most 56% of the respondents agreed that the freight rate is competitive

4
 4.12 SATISFACTION ON INFORMATION TECHNOLOGY ADOPTED:

The following table 3.11 explain the details of the respondents on opinion on
information technology has been used for the operation of Redova Logistics .

TABLE 4.12

Particular No.of.respondents Percentage

Yes 109 78

No 31 22

Total 140 100

Source:Primarydata

Interpretation:

The table 5.12 shows that 22% of the respondents reveal that
information technology in the operation are bad.

4
Inference

Most 78% of the respondents reveal that information technology adopted in

the operations is good.

4
4.13 SATISFACTION VALUE ADDED SERVICES.

The following table 3.12 reveals of the respondents satisfaction on value added services.

TABLE 4.13

No.of.respondents Weight Wx

Value added services (x) (W)

Highly satisfied 81 1 81

Satisfied 38 2 76

Dissatisfied 21 3 63

∑x=140 ∑Wx=220

Source :Primary data

Weighted average method = ∑Wx

∑x

= 220 /140

= 1.5

4
INFERENCE

The average value of 1.5% shows that most of the respondents are satisfied with
value added services

4
4.14 PERCEPTION ON PROFESSSIONALISM AND RESPONSE LEVEL:

The following table 3.16 reveals the explain the details of perception on
respondents of professionalism and response level

TABLE 4. 14

Particular No.of.respondents Weight Wx

(x) (W)

Excellent 46 2 92

Good 61 1 61

Satisfied 33 3 99

Poor - - -

∑x=140 ∑Wx=252

Source :Primary data

Weighted average method = ∑Wx

∑x

= 252 /140

4
Inference: = 1.8

The average value of 1.8% of the respondents feel excellent with

professionalism and response level of the company

5
 CHAPTER 5

FINDINGS, SUGGESTIONS AND RECOMMENDATIONS

FINDINGS OF THE STUDY

 Most 50% of the respondents have been 50-100 volume of goods handled
through Redova Logistics services.

 Most 45% of the respondents have been export market of UK through Redova
Logistics services.

 Most 45% of the respondents have been exportation goods as daily

 Most 60% of the respondents opinion on pricing is reasonable

 Most Majority 35% of the respondents are selection for low price in service

 The less than 1 year 40% of the respondents are experience with Redova
Logistics service.

 The average value of 3.4% show that majority of the respondents are satisfied
with transportation service.

 The average value of 3.05% shows that most of the respondents are highly satisfied
with customer freight station services provided by Redova Logistics.

 The average value of 2.45% shows that most of the respondents are satisfied
with customs house agent operation.

 The average value of 2.9 shows that most of the respondents are satisfied with the
liner services

 Most 65% of the respondents agreed that the freight rate is competitive

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 Most 78% of the respondents reveal that information technology adopted in
the operations is good

 The average value of 2.3% shows that most of the respondents are satisfied with
value added services

 The most 55%of the respondents revealed that the delivering of the cargo to
the destinations very consistency.

 The average value of 1.97% of the respondents are satisfied with professionalism
and response level

 The average value of 1.97% of the respondents are satisfied with professionalism
and response level

 The most of 85% of the respondents are highly satisfaction by the feedback provided
by the Redova Logistics .

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 SUGGESTIONS AND RECOMMENDATIONS

SUGGESTIONS & RECOMMENDATIONS

 The Logistics company should ask the customer to send the invoices before planning

 The Logistics company should arrange the training for using advanced technology

 Before filling shipping bill the Logistics company should verify all the details
related goods.

 The Logistics company should choose the right customer freight station which
is providing all godown facilities.

 The container should be reached the port as soon as possible based on that the
planning should in advance.

 In the problem of vessel delay they have to rearrange the planning to send the goods
to another vessel.

 The logistic company should ask the customer to send the goods as earlier as possible.

 The Logistics company should ask the customer to arrange the vehicles in
good condition

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CONCLUSION

A detailed analysis about the Redova Logistics services to customer requirements and
satisfaction needs. They survey include various customer perception service provided
by Redova Logistics company in Chennai

All the important aspects observed from the study and the valuable suggestions. The analysis
of the study. It will helpful for the company in understanding the awareness and Satisfaction
among customer needs.

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 ANNEXURES

A STUDY ON CUSTOMER PERCEPTION ON SERVICES PROVIDED BY

Redova Logistics PVT LTD, CHENNAI

1. Company Name:-

2. Address:-

3. Volume of goods handled through Redova Logistics

50 to 100 teu’s 100 to 250 teu’s

250 to 500 teu’s 500 and above teu

4. Most of the service through Redova Logistics to which region

U.K. U.S.A.
South East Others

5. Exportation of goods through Redova Logistics

Daily Weekly
Monthly 6 Months once

6. Whether the Redova Logistics provide competitive price to the customer

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 Reasonable higher
Lower

7. Which factor make you to select the Redova Logistics.

Low price in service Locality
Good customer relationship Skilled workmanship

8. How long you are dealing with Redova Logistics .

Less than one year 2 year

3 year above

9. Rate the transportation service in moving cargo one place to another place
through Redova Logistics.
highly satisfied Satisfied

Moderate Dissatisfied

10. Rate the service provided by the Redova Logistics in clearing Cargo from

CFS highly satisfied Satisfied

Moderate Dissatisfied
11. Rate the service provided by the customs House Agent operation than by
Redova Logistics

Highly satisfied satisfied

Dissatisfied

12 Whether the Information provided by Redova Logistics regarding liner service

is satisfied.

highly satisfied Satisfied

Moderate Dissatisfied

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 13 Is Redova Logistics providing competitive freight rate.

Yes No

14. Whether information technology service provided by Redova Logistics is effective.

Yes No

15. The satisfaction on valued added service provided by Redova Logistics .

highly satisfied Satisfied

Moderate Dissatisfied

16. Rate the consistency of delivering cargo to the destination

Very consistency Inconsistency

17. Rate the services of professionalism and response level of Redova Logistics .

Excellent good
Satisfaction poor

18. Whether the Redova Logistics accept your feedback.

Yes No

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 BIBILIOGRAPHY

BOOKS AND LINKS

The Logistics management and worldwide trade, KRISHNAVENI

International Logistics and operation management, prof:L.DOUGLAS

SMITH.

https://www.tandfonline.com/action/showCitFormats?doi=10.1080%2F01446193
.2016.1147652
https://journals.plos.org/plosone/article?id=10.1371/journal.pone.0191332
https://journals.lww.com/joem/abstract/2017/10000/effect_of_mindfulness_based
_stress_reduction.3.aspx#
https://www.mdpi.com/1660-4601/19/10/5948
https://www.tandfonline.com/doi/abs/10.1080/14623730.2017.1316760
https://www.proquest.com/openview/6d646d641459ca70a1f21c27a1ff25c0/1?pq-

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