CUSTOMER FEEDBACK AT FIRST FLIGHT COURIERS LTD.
-
Upload
anurag-ghosh -
Category
Marketing
-
view
418 -
download
1
description
Transcript of CUSTOMER FEEDBACK AT FIRST FLIGHT COURIERS LTD.
NETAJI SUBHAS INSTITUTE OF BUSINESS MANAGEMENT POKHARI, JAMSHEDPUR.
“APPROVED BY AICTE, MINISTRY OF HRD, GOVT OF INDIA”
“AFFILIATED TO KOLHAN UNIVERSITY, CHAIBASA”
SUMMER TRAINING PROJECT REPORT ON
‘‘A STUDY ON CUSTOMER PERCEPTION OF FIRST
FLIGHT COURIERS LTD. IN JAMSHEDPUR’’
FOR THE PARTIAL FULLFILLMENT OF THE REQUIREMENT
FOR THE AWARD OF BACHELOR IN BUSINESS ADMINISTRATION
UNDER THE GUIDENCE OF: UNDER THE SUPERVISION OF:
Mr. SOUMYA MOY MAITRA Mr. RANJEET CHOUDHARY
PROF. OF MARKETING (OPERATIONAL MANAGER)
NSIBM JAMSHEDPUR FIRST FLIGHT COURIER
SUBMITTED BY:
ANURAG GHOSH
UNIVERSITY ROLL No.: 11BBA215337382
UNIVERSITY REG. No.: BBA53916/2010
BBA-(2010-13)
2
Anurag Ghosh
Declaration……………………………………..…………………….……3
Certificate from Company………………..………………………………4
Certificate from Guide……………………..……………………………..5
Acknowledgement……………………….………………………….…….6
Executive Summary………………………………………………....…....7
Introduction...........................................................................................8
Company Profile……………………………………..…..…….9
Principal of the Company…………………….....10
Management………………………………..…....12
Network Expansion Plans…………………...…..14
Mission & Vision………………………….….….16
Objectives of the study………………………………..……....17
Research Methodology…………………………………………….….....18
Sources of data……………………………………………...…19
Sample Size …………………………………………….….…..19
Methods of data collection…………………………….…..….20
Instrument used……………………………………….…….....20
Data Analyses & Interpretation……………………………….……..….21
.
Swot Analysis………………………………………….……...37
Findings & Implications………………………………………….….….40
Limitations of the study………………………………………….…..…43
Conclusion…………………………………………………………...….45
Suggestions/Recommendations………………………………….…..…47
Bibliography………………………………………………………..…...49
Annexure……………………………………………………………......51
Questionnaires…………………………………………..…....52
3
Anurag Ghosh
DECLARATION
I, ANURAG GHOSH, hereby
declare that this project titled “A STUDY
ON CUSTOMER PERCEPTION OF FIRST FLIGHT COURIERS LTD.
IN JAMSHEDPUR” submitted by me is exclusively prepared for
the fulfillment of Bachelor in Business Administration degree
from Netaji Subhas Institute of Business Management,
Jamshedpur.
I also declare that this report has not been submitted
to any other institution or published any where before. I take
the full responsibility for the authenticity and truthfulness of
the report.
ANURAG GHOSH
UNIVERSITY ROLL No.: 11BBA215337382
UNIVERSITY REG. No.: BBA53916/2010
BBA-(2010-13)
4
Anurag Ghosh
5
Anurag Ghosh
CERTIFICATE FROM THE GUIDE
This is to certify that the project report titled “Study of Customer
Perception of First Flight Courier in Jamshedpur” is based on the
original project done by Anurag Ghosh student of Netaji Subhas
Institute of Business Management, Jamshedpur as a part of summer
internship project under my guidance. This finds less scope for
duplication and was not submitted for the award of any degree or
diploma from any other university or institution.
Date: Mr. Soumya Moy Maitra
Place: Professor (Mkt.) N.S.I.B.M
CERTIFICATE FROM THE GUIDE
This is to certify that the project report
titled “Study of Customer Perception of First Flight
Courier in Jamshedpur” is based on the original
project done by Anurag Ghosh student of Netaji
Subhas Institute of Business Management,
Jamshedpur as a part of summer internship project
under my guidance. This finds less scope for
duplication and was not submitted for the award of
any degree or diploma from any other university or
institution.
Date: Mr. Soumya Moy Maitra
Place: Professor (Mkt.) N.S.I.B.M
6
Anurag Ghosh
ACKNOWLEDGEMENT
I owe a great many thanks to a great many people who
helped and supported me during the completion of this project. My
deepest thanks to my teacher, Mr. Soumya Moy Maitra, professor of
marketing, first flight couriers for guiding and correcting various
documents of mine with attention and care. He has taken pain to go
through the project and make necessary correction as and when
needed.
My deep sense of gratitude to Mr. Ranjeet
Choudhury, operational manager, First Flight Couriers Ltd. For his
support and guidance thanks and appreciation to the helpful people at
the organization for their support. I would also thank my institute and
my faculty members without whom this project would have been a
distant reality. I also extend my heartfelt thanks to my family and well
wishers.
7
Anurag Ghosh
Executive Summary
This project has been a great learning experience for me; at the
same time this project gave me enough scope to implement my classroom learning’s. I joined First Flight Courier Ltd. for summer
training Project and I have assigned to work on the project titled as
“To study the Perception of the Consumer of First Flight Courier with respect to other Courier in Jamshedpur”.
First Flight Courier is the India’s most preferred courier service.
It is also popular for its multiple consignments tracking system. First
Flight ships 56.3 lakhs consignment in India across 11 states 200+ districts daily. It also provides the E-Mail as well as SMS tracking
facility. In order to complete our project and to understand the
perception in the minds of people in Jamshedpur we went to the posh areas of Jamshedpur like Ch Area, Bistupur, Tata Steel and Tata
Motors Quarters, Officer’s Flat Northern Town. We also went to the
organized retail malls, shopping complex and the major market in Sakchi as well as Bistupur. We went their door to door in order to get
the data. We also went to 4 wheeler showroom and the customers were
very happy as they were getting right Quality service at Right Price. We also went to the interior areas of Mango as well as Jugsalai to
collect the primary data personally. The most memorable moment was
there when we went to the showrooms of 4 wheelers in the entire area of Adityapur. All customers were so excited to give the data to me.
During my project I found that people were quite cooperative as
well as attentive. Overall I had a great experience during my project
work. The project gave me a lot of practical exposure related to event management and Consumer Behavior. With this practical exposure I
will definitely be much more confident in our coming career.
8
Anurag Ghosh
CHAPTER 1
INTRODUCTION
1.1 COMPANY PROFILE
1.2 OBJECTIVE OF THE STUDY
9
Anurag Ghosh
Introduction
First Flight Couriers came into being on Monday, 17th November
1986. It all began with the setting up of three offices at Kolkata, Mumbai and Delhi.
The overwhelming response from customers was not just a dream come true, but the fruits of an early realization and recognition of the
tremendous potential that the Indian subcontinent offered in terms of
market size.
It was the foresight and dynamism of the Founder Chairman and
Managing Director, O. P. Saboo which created a spring board for the organization to catapult into what it is today – India’s Largest
Domestic Courier Company.
1500 First Flight Offices across India
2208 Authorized Collection Centers
522 Franchisee Locations
Serving over 6200 Pin code Destinations
across India
Dedicated Workforce of over 14000 plus
employees
Strategically located 8 own International
Offices
Serving over 220 countries globally
Annual pickup of around 100 million shipments.
10
Anurag Ghosh
PRINCIPLE OF THE COMPANY
The fast paced growth and widening network is the outcome of four
basic beliefs:
Economy
Safety
Reliability
Speed
As a natural corollary to its growth endeavor, First Flight is in the
process of setting up a large scale integrated Logistics Division to
offer an entire gamut of Warehousing, Inventory Management, Supply
Chain Services and Distribution Channels, thereby providing total
end-to-end solutions to customers.
In keeping with times, First Flight continues to invest substantial effort
in building a State-of-the-Art Super Information Technology highway.
First Flight’s commitment to corporate excellence and its yearning for
making it a common household name opens floodgates of
opportunities and challenges and to meet it head on, shall be the corner
stone of its philosophy.
11
Anurag Ghosh
PRODUCTS MIX
Domestic doc’s & non- doc’s
International doc’s & non-doc’s
First Wheels (surface- express cargo services)
First Wings (air-express cargo services)
Emotional Bond (couriering emotions too)
First Flight Tours & Travels (total travels solutions)
SERVICES
Pickup request
Email tracking
SMS tracking
Line hauls
12
Anurag Ghosh
SERVICE ENHANCEMENTS
Better connectivity
Metro to Metro & Non metro
Non Metro to Metro & Non Metro
Late Pick-ups & Early deliveries
Enabled through systematic planning of fleets
timings
Assured connectivity of load
Ensuring full play load utilization at all time
End to End Custodianship of high value shipments
Entries range of activities-pickup to delivery
ownerships
CREDIT/DEBIT CARDS-SENSITIVES & SECURITIZED
SHIPMENTS
Separate dedicated team
Centralized monitoring for better controls
Well experienced field staff for deliveries
Automated MIS for controls and monitoring
13
Anurag Ghosh
MANAGEMENT
Directors and Corporate Functionaries
Mr.O.P.Saboo
(Chairman & Managing Director)
Mr.N.K.Somani
(Deputy Managing Director)
Mr.R.K.Saboo
(Deputy Managing Director)
Mr.MaheshPareek
(Director - Finance)
Mr.M.L.Saboo
(Director)
14
Anurag Ghosh
Network Expansion Plans
Estimated completion of this project by this end of 2013
Financial Year.
This will make First Flight Courier the only courier company to
be present in all the districts head quarters in India next to
Setting up of their own offices in the remaining 175+ District
Head Quarters in India.
With this achievement, First Flight Courier yearning for making
it a common household name will be a reality. An unbelievable
reach covering entire nook and corner of the nation.
Payment Delivery
First Flight Courier is the largest courier company on India
handling online (internet & Collecting cash/demand draft against
delivery on behalf of customers.
Safe and secure systems to handle as store of valuable shipment
in PAN India.
Automated MIS for controls and monitoring shipments.
Lines Hauls
There are three types of line hauls adopted by first flight.
For the local cities/station
For the metro cities/station
For the international/out of nation
15
Anurag Ghosh
For the local cities /station
There are seven main line hauls& two local line hauls are available of
first flight for the local cities:
Main line hauls
1. Kolkata All metro cities
2. Patna All places of Bihar
3. Ranchi All Jharkhand
4. Raipur All Chhattisgarh
5. Bhubaneswar East Orissa
6. Sambalpur West Orissa
7. Barbil Chaibasa , Noamundi
Local line hauls
Ghatsila
Chakradharpur
16
Anurag Ghosh
VISION
We are a team of professionals committed to corporate excellence. We
thrive on innovations through dedications, commitment, team work,
sincerity and honesty to achieve 100% customer satisfaction. We have
vision of making first flight a household name in India and have high
global visibility. We aspire to develop high competency and achieve
zero error in service through high technology and be synonymous with
quality service and become 100 million used
groups by 2011.
MISSION
We seek to be, and be recognized, as a
responsible, air and profitable organization committed to providing
our customers, precise, prompt and courteous services; for our
employees, a spirit of family and opportunity for personal growth; for
our shareholders, a fair profit and for the community, support for
activities that enhance the quality of life.
17
Anurag Ghosh
1.1 OBJECTIVE OF THE STUDY 1.1.1 PRIMARY OBJECTIVE
‘‘Consumer Feedback about the services that is provided by First
Flight Courier Ltd. in Jamshedpur’’
1.2.2 SECONDARY OBJECTIVE
Q. Whether first flight provides Timely delivery?
H0: first flight provides timely delivery
H1: first flight does not provide timely delivery
Q. Whether first flight provides Safety?
H0: first flight provides safety during transit
H1: first flight does not provides safety during transit
Q. Whether first flight provides Value added service to their
customers?
H0: first flight provides value added service to their customers
H1: first flight does not provides value added service to their
customers
Q. Whether first flight has its service at far flung areas?
H0: first flight has its service at far flung areas
H1: first flight does not have its service at far flung areas
18
Anurag Ghosh
Chapter 2
RESEARCH METHODOLOGY
2.1 SOURCE OF DATA
2.2 SAMPLE SIZE
2.3 DATA COLLECTION
2.4 METHOD OF DATA COLLECTION
2.5 INSTRUMENT FOR DATA COLLECTION
19
Anurag Ghosh
RESEARCH METHODOLOGY
This chapter describes the research methodology which is applied
during this whole project work. Here we describe what we believe and apply method for collecting data and analyzing for this project.
We will examine the following concepts:
Sources of data
Sample Size, if any
Methods of data collection
Instrument used
Techniques of analyses
Our priority is to find out the perception of first flight couriers ltd. in
the minds of people of Jamshedpur. So, to fulfill the objectives of this
project, Descriptive research is most suitable because into the descriptive research, it is easy to describe things, such as the market
potential for product/services or the demographics and attitudes of
consumers who buy/use the product/services.
2.1 Source of data
a) Primary Data: The Primary data was collected through a
questionnaire specially designed for consumers.
b) Secondary Data: The Secondary data was collected through websites and from journals and magazines.
2.2 Sample Size
Population Size: 127
A sample of 79 has been taken for analyzing and interpreting.
20
Anurag Ghosh
2.3 Data Collection
(a) Questionnaires
(b) Personal interviews
Applicability of Primary Data is analysis of perception in the minds of customer about first flight couriers in Jamshedpur.
2.4 Method for Data Collection
Sampling Method
Non-Probability
o Judgmental and convenience
2.5 Instrument used for Data
Collection
Questionnaire
First Flight Customers Record Diary
Market Survey
21
Anurag Ghosh
Chapter 3
DATA ANALYSIS
&
INTERPRETATION
22
Anurag Ghosh
3 5 4
21
5
5 3 19
35
% OF PEOPLE
3.1 Public Opinion
1. Which courier service do you use?
% of People
India Post 35
First Flight Couriers Ltd. 21
Blue Dart 19
Gati 5
Dtdc 5
Blaze flash courier 5
Overnite express limited 4
Track on couriers private limited 3
Safexpress 3
INTERPRETATION:
The above data shows the market share of different courier companies. Here
India Post has got 35 % of market share, and then blue dart of 21 %, then first
flight couriers has got 19 % of market share.
INFERENCE:
First Flight Courier has got 2nd
rank of the total market share. It means it has got
a distinct place in the minds of customers as well.
23
Anurag Ghosh
2. Are you aware of First Flight Courier Service?
INTERPRETATION:
Based on the above question 69 % of the sample size are aware about first flight
couriers’ ltd. to great extent. And 18 % of them are having very little knowledge,
and the rest 13 % not at all have heard about first flight courier ltd.
INFERENCE:
First Flight Courier is still very popular between the people of Jamshedpur.
% of People
To a Great Extent 69
Very Little 18
Not at All 13
69
18
13
% of People
To a Great Extent
Very Little
not at all
24
Anurag Ghosh
3. Do you use First Flight Courier Service?
% of People
Always 64
Very Frequently 15
Occasionally 7
Rarely 10
Never 4
INTERPRETATION:
Based on the above question 64 % of the sample size always prefer to go for first
flight courier and 15 % of the people very frequently. 7 % of people use
occasionally, 10 % of people use rarely, rest of 4 % never use first flight courier
service.
INFERENCE:
Most of the people in Jamshedpur use the service of First Flight Courier Ltd.
64
15
7
10
4
% of People
Always
Very Frequently
Occasionally
Rarely
Never
25
Anurag Ghosh
50
30
8 7 5
0
10
20
30
40
50
60
Very Good Good Barely Acceptable
Poor Very Poor
Series 1
Series 1
4. What is your view about the tariff of First Flight Courier Ltd.?
% of People
Very Good 50
Good 30
Barely Acceptable 8
Poor 7
Very Poor
5
INTERPRETATION:
From the above statement 50 % of the total sample size believes that the tariff of
First Flight Courier is very good and 30 % also believes that the tariff is good.
INFERENCE:
The tariff charge of first flight courier is economically viable among different
people.
26
Anurag Ghosh
90
7 3 0 0
0
10
20
30
40
50
60
70
80
90
100
Agree Very Strongly
Agree Strongly Agree Disagree Disagree Strongly
% of People
% of People
5. Does safety matters you while transit of your parcel?
% of People
Agree Very Strongly 90
Agree Strongly 7
Agree 3
Disagree 0
Disagree Strongly 0
INTERPRETATION:
From the above statement that whether people really cares about safety or not,
90 % of the total people very strongly agree, 7 % of the rest strongly agrees, 3 %
of them agree that safety is required while parcel is in transit.
INFERENCE:
Safety is the prime intention of the general public.
27
Anurag Ghosh
6. Does First Flight Couriers Ltd. have service at far flung areas?
% of People
Always 40
Very Frequently 32
Occasionally 15
Rarely 5
Very Rarely 8
INTERPRETATION:
From the above data 40 % of people say that first flight couriers have far flung
area coverage, 32 % of people also believes that first flight delivers their parcel
to rural areas very frequently.
INFERENCE:
First Flight Courier has got intense market coverage especially rural area of
Jamshedpur
40 32
15 5 8
0
10
20
30
40
50
Always Very Frequently Occasionally Rarely Very Rarely
% of People
% of People
28
Anurag Ghosh
20
60
11 5 4 0
10
20
30
40
50
60
70
Very Frequently Frequently Occasionally Rarely Very Rarely
Series 1
Series 1
7. How often you get your parcel on time?
% of People
Frequently 60
Very Frequently 20
Occasionally 11
Rarely 5
Very Rarely 4
INTERPRETATION:
The above graph as well as the data shows that first flight couriers really focus
on quick delivery. 60 % of the people feel that they get their parcel on time.
INFERENCE:
First Flight Courier has been consistently delivering the parcel to their customer
on time.
29
Anurag Ghosh
8. Do you know that First Flight also provides consignment
tracking system?
INTERPRETATION:
The above data shows that 87 % of the people know that first flight couriers
have consignments tracking system.
INFERENCE:
The consignment tracking system of First Flight Courier is very much popular
among the customer.
% of People
Yes 87
no 13
0
20
40
60
80
100
yes
NO
87
13
Axi
s Ti
tle
Axis Title
Series 1
30
Anurag Ghosh
9. What is the efficiency level of the tracking system of First Flight
Couriers Ltd?
% of People
Very good 19
Good 26
Fair 21
Poor
18
Very poor 16
INTERPRETATION:
Here 19 % of the people say that First Flight Courier is having very good
tracking system while 26 % of people say it is good. Another 21 % of people say
that it is fair.
INFERENCE:
People do not find any difficulty of using the tracking system of First Flight
Courier.
19
26
21 18
16
0
5
10
15
20
25
30
very good good fair poor very poor
% of People
31
Anurag Ghosh
10. Do you know that First Flight Couriers Ltd provides doorstep
pick-up service?
% of People
Yes 86
No 14
INTERPRETATION:
The above data shows that 86 % of the total sample knows that first flight
couriers provides doorstep pick-up service and rest 14 % do not know.
INFERENCE:
The door-step pick-up facility is also very much popular among the people of
Jamshedpur.
86
14
Yes No
32
Anurag Ghosh
11. How often you use doorstep pick-up service?
% of People
Very Frequently 15
Frequently 29
Occasionally 30
Rarely 17
Never 9
INTERPRETATION:
Here only 15 % of the sample use doorstep pick-up service very frequently, 29
% use frequently, 30 % use occasionally, 17 % use rarely and the remaining 9 %
people have never used such.
INFERENCE:
Most of the people often use the door-step pick-up service of First Flight
Couriers.
15
29 30
17
9
0
5
10
15
20
25
30
35
· Very Frequently · Frequently · Occasionally · Rarely · Never
Series 1
Series 1
33
Anurag Ghosh
12. Do you know that First Flight Couriers Ltd also provides credit
facility?
% of People
Yes 29
No 71
INTERPRETATION:
Here only 29 % of people know that first flight couriers also provide credit
facility to their customers and rest 71 % hardly knows about it.
INFERENCE:
Here the credit facility provided by first flight courier is not much popular
among the customers as they pay instantly.
29
71
Series 1
Yes
NO
34
Anurag Ghosh
13. Has your parcel ever lost during transit?
% of People
Never 79
Rarely 18
Occasionally 3
Frequently 0
Very Frequently 0
INTERPRETATION:
The above data says that 79 % of people have never lost their articles or parcel
during transit. And 18 % of people say that they have lost their parcel rarely.
INFERENCE:
This shows that First Flight Courier is very sensitive about the safety about the
parcel.
79
18
3 0 0
Sales
Never
Rarely
Occasionally
Frequently
very Frequently
35
Anurag Ghosh
14. Overall how will you rate First Flight Couriers?
% of People
Excellent 55
Above Average 29
Average 13
Below Average 2
Extremely Poor 1
INTERPRETATION:
The above data shows that 55 % of people have rated first flight courier as
excellent and 29 % of them have rated as above average.
INFERENCE:
Overall First Flight Courier has been able to deliver the best service to their
customer.
55
29
13 2 1
Sales
· Excellent
· Above Average
· Average
· Below Average
· Extremely Poor
36
Anurag Ghosh
20
31
27
19
3
0
5
10
15
20
25
30
35
Definitely Very Probably Probably Possibly Probably Not
% of people
15. Will you recommend other to go for First Flight Couriers?
% of People
Definitely 20
Very Probably 31
Probably 27
Possibly 19
Probably Not 3
INTERPRETATION:
In this data 20 % of people will definitely recommend others about first flight
couriers, 31 % of them will very probably recommend, 27 % will probably
recommend, 19 % will possibly recommend and the remaining 3 % will
probably not recommend others.
INFERENCE:
This shows the excitement within the customers after using the service of First
Flight Courier that they will definitely recommend others about First Flight
Courier.
37
Anurag Ghosh
Strength
First flight has a good brand image First flight believes in speed.
First Flight is only one Courier Company in the world and in
India as well which provide few special services like emotional
bond, flexi pack, etc…..
First flight has a good financial position
First flight has a wide range of product
It has big credit customer like all offices of Tata industry (Tata
motors, Tata communication,), JMT, coca cola, Pepsi, all the big
showrooms of vehicle, insurance company, etc………
38
Anurag Ghosh
Weakness
First Flight has overlooked small customers
First Flight services are little bit costly from the other local
company.
It has lack of warehouse and distribution centers.
First flight does not do any advertisement.
Opportunity
It can increase its sales by reducing the cost, so that it can sell it
product at lesser price.
It can upgrade its position if it makes alliances or merges with
small rivals, which are doing well at different zones of the
country.
First Flight can increase its profit if it gives more emphasis on
direct marketing with the customer.
First Flight should look for areas, where there are no services of
other couriers at all.
First Flight should market its products and services on a broader
horizon.
First Flight should forge into those product ranges, which is
feasible for its diversification.
First Flight should seek for new market globally, where things
are favorable for it.
They should go for merger and acquisition.
39
Anurag Ghosh
Threats
Small rivals are emerging at different parts of the country.
Low prices of the rival's service are a great threat for the First
Flight.
Timely deliveries of the services by the competitors are putting
more threat to the First Flight.
40
Anurag Ghosh
Chapter 4
FINDINGS AND IMPLICATIONS
41
Anurag Ghosh
FINDINGS AND THEIR
IMPLICATIONS
The research was done to understand the satisfaction level of the
people about first flight couriers. For this I have taken a Primary
Objective. In order to prove the primary objective I also took some
secondary objective.
Hence after the research it was proved that the alternate hypothesis of
the Primary objective was found to true. i.e.:
“The service provided by first flight courier is very good.”
And after the research it was proved that the alternative hypothesis of
the secondary objective was also found to be true i.e.:
“The perception of people about first flight courier is good.”
MAJOR FINDINGS
On the basis of survey undertaken, it has been concluded that:
Most of the people in Jamshedpur use first flight courier service.
Majority of the people of Jamshedpur believe that first flight
courier covers most of the far flung areas.
People of Jamshedpur also consider that first flight courier
provides safety.
42
Anurag Ghosh
People are also ready to suggest others to go for first flight
courier.
People of Jamshedpur are satisfied with the service cost charged
by first flight courier.
Majority of the people would prefer to have ‘doorstep pick-up’
facility.
People of Jamshedpur are using the credit facility provided by
first flight courier.
Most of the people also like the value added service provided by
first flight courier.
Majority of the people are happy with the consignment tracking
system.
Majority of the people have never lost their articles/parcel during
transit.
Most of the people in Jamshedpur are depended on first flight
courier.
Overall the brand image of first flight courier is good.
43
Anurag Ghosh
Chapter 5
LIMITATIONS
44
Anurag Ghosh
LIMITATIONS OF THE
STUDY
Although I have tried my level best to prepare this report an error free report every effort has been made to offer the most
authenticate position with accuracy. But there may be a
possibility of some error in my report also.
As whole of my project and my findings are based on the
information gather through survey fact sheet, hence there might be a possibility that respondent may have given wrong or
partially correct information.
Since the study was based only on a total of 127 respondents, so
the interpretation on the sample of data which is assumed to be the representative of whole population can be taken as wrong. So
far such a study, the sample size should be large.
The research was conducted in a limited area.
The time period allotted for the study was only of 8 weeks,
which may provide a deceptive picture in comparison of the study based on long run.
The respondents were limited so cannot be treated as a whole population.
Sometimes respondents were having busy schedule to give us time for interaction that is why; data collection is too small to
interpret.
45
Anurag Ghosh
Chapter 8
CONCLUSION
46
Anurag Ghosh
There has been an overall great & enriching experience for me on going through this project. I got insight into Courier Industry,
which is one of the fastest growing industry & scope is too large.
There is an exposure to the corporate environment & culture. There has been a real marketing zeal on visiting to different
market place & meeting with customers & getting the knowledge
of their areas of operation. Through this I also got exposure of sectors like Banks, Insurance Company, Showrooms, Dealers’
shops, and various industries such as auto, hardware,
manufacturing and fabrication etc.
Customer feedback is the main objective of my project study so I would say that, success or failure of a domain depends upon
customer’s reaction, competitors’ offer of their products and
services and their marketing strategies. All marketing efforts should take into consideration the analysis before evolving a
suitable marketing plan. Basically, all companies should try to
build up product policy and marketing efforts to have some edge. A good competitor would know what, how and when to fight in
relation to what they can offer to consumer. It is well known that
firms would make better products give or services at a responsible cost so that they have the price advantage.
The entire customer that I have met of First Flight courier they all are satisfied with the products and services of the company.
Some of the advantage of First Flight courier is: delivered in schedule time, safety, quality service, affordable price, pick up
facility for the credit customer, online tracking facility etc. by
which customer can avail all these facility. From different courier company where I collected information, after analyzing I
found First Flight is a leading courier company in India.
47
Anurag Ghosh
CHAPTER 6
RECOMMENDATIONS
48
Anurag Ghosh
RECOMMENDATIONS /
SUGGESTIONS
The various recommendations/suggestions
for this project can be:
First flight Courier Company is having one of the largest
Network among the courier industry and a work force of highly
talented staff. Yet something is missing and that is promotional
aspect, i.e., advertisement.
They should advertise about their fast services through electronic
media like T.V., radio, etc. print media like as: hoardings, wall
printings, local & national news papers and various leading
magazines etc.
The social networking sites like Facebook, Orkut should be
used to create awareness because the majority of the youth and
other professionals use these sites.
Give a Toll-Free no. or customer care helpline through which a
customer can track his/her parcel because online tracking system
is not applicable for all customers.
49
Anurag Ghosh
Chapter 9
BIBLIOGRAPHY
50
Anurag Ghosh
BIBLIOGRAPHY
BOOKS:
Philip Kotler, Marketing Management 13th Edition, 2007.
Chhabra T. N, Marketing Management, 4th Edition, 2008.
INTERNET:
www.firstflight .net
www.wikipedia.org
COMPANY JOURNAL:
Office Document
Annual Report.
First Flight
51
Anurag Ghosh
Chapter 9
Questionnaires
List of contacts
52
Anurag Ghosh
Questionnaire
1 Which courier service do you use?
First flight couriers
Trackon courier
Blaze flash courier
Overnite express
Blue dart
Gati
Dtdc
Safexpress
India post
2 Are you aware of First Flight Courier Service?
To great extent
Very little
Not at all
3 Do you use First Flight Courier Service?
Always
Very frequently
Occasionally
Rarely
Never
53
Anurag Ghosh
4 What is your view about the tariff of First Flight
Courier Ltd.?
Very good Good
Barely acceptable
Poor Very poor
5 Does safety matters you while transit of your parcel?
Agree very strongly
Agree strongly Agree
Disagree
Disagree strongly
6 Does First Flight Couriers Ltd. have service at far flung
areas?
Always
Very frequently Occasionally
Rarely
Very rarely
7 How often you get your parcel on time?
Very frequently
Frequently
Occasionally Rarely
Very rarely
54
Anurag Ghosh
8 Do you know that First Flight also provides
consignment tracking system?
Yes
No
9 What is the efficiency level of the tracking system of
First Flight Couriers Ltd?
Very good
Good
Fair Poor
Very poor
10 Do you know that First Flight Couriers Ltd provides
doorstep pick-up service?
Yes
No
11 How often you use doorstep pick-up service?
Very frequently Frequently
Occasionally
Rarely Never
12 Do you know that First Flight Couriers Ltd also
provides credit facility?
Yes No
55
Anurag Ghosh
13 Has your parcel ever lost during transit?
Never
Rarely
Occasionally
Frequently
Very frequently
14 Overall how will you rate First Flight Couriers?
Excellent
Above average
Average
Below average
Extremely poor
15 Will you recommend other to go for First Flight
Couriers?
Definitely
Very probably
Probably
Possibly
Probably not
56
Anurag Ghosh