In modern day sri lanka is becoming more stable position in Logistic Industries.docx
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Transcript of In modern day sri lanka is becoming more stable position in Logistic Industries.docx
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1)Introduction
In modern day Sri Lanka is becoming more stable position in Logistic Industries.Freight
forwarding is one of supportive service that play major role in this industry. Freight
forwarders help to customers to move their cargos and arrange the pickup and clear the
goods. They add mark up for their cost and earn profits via providing services.
Consider about the Sri Lanka there near to 250 forwarders in island wide. Because of
these competitors modern day forwarders have to make big effort to retain their
customers with them and achieve new customers to their net works. Rates are more
important factor in this industry. All ways forwarders have to present competitive rate for
their customers to get a new business to them.
Eagle logistics is a freight forwarding company I currently work. Mr. AsangaWeerakkodi
itsstarted in 2006 as a small scale logistic service providing company. But on today itsspan their services to Moratuw,Katunayaka,Homagama,Biyagama,Paliyagodato give
better service to their customers by opening branches. They improve their services under
3PL and customer services and operation wise too. There is mainly five divisions in
company. They are Marketing, Finance, pricing Operation, HR and Customer service.
Via these six divisions they done their operations
Fom all this Customer service department has more specific role among the industry.
They play the major role within the company and its customer base. They have to face
directly for their customers inquires and help them to sought out problems with them.
Every new shipment is a new business. So every time they have to win the customer and
attract the customer to our company. With the modern day competition other arrivals also
try to attract same customer base using by different king of customer approaching
techniques. Consider about the modern market we can seen there is some control and
uncontrollable barriers with customer switching.
What Eagle doing now?
Sea Freight Import / Export
Air Freight Import/Export
3PL operation
Bulk cargo operation
Under the basic operation on logistics and freight forwarding Eagle logistic play one of
major role in Freight forwarding industry with their young and talented staff members.
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Propose methodology
5)Literature review
Research identifies many characteristics that are associated with service quality. Businessresearchers Benjamin Schneider and David Bowen assert that service organizations must
meet three key customer needs to deliver service excellence:security, esteem, and
justice.9 Research identifies an array of service quality factors that are important for
customers, including:
timeliness and convenience,
personal attention, reliability and dependability,
employee competence and professionalism,
empathy,
responsiveness,
assurance,
availability, and
tangibles
such as physical facilities and equipmentand the appearance of the personnel.
Research shows that these characteristics also apply to citizen satisfaction with public
service quality.
2Reserch paper no 1532 R customer service completion in capacities system, writter
joseph M.Hall,EvanLporteus
There is research that show the relationship between customer service and profitability
Poor Customer services will loss the customers to the competitors
Poor customer service will leave the potential customers
Good Customer service will attract new customers
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Variables
Dependent Variable(Y)Customer purchase decision
Independent variable (x)
Credit Facilities
Responsiveness
Personal Preference
Assurance
6)Conceptual Frame work
7)Methodology
Data Collection method
Instrument
Customer service persons are the first dealers with the customer. So I can get their
previous experience on customers selections. Data will collect by observing andquestioner the customer service department workers in an Eagle logistics (pvt) Ltd.
Credit Facilities
Responsiveness
Personal preference
Assurance
Customer Purchase
Decision
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Sampling
Population of the study
There are mainly five departments in Eagle logistics.
Sales and marketing Department
Operation Department
Accounts Department
Hr Department
Customer service Department
Research Population will be the customer service department workers in the eagle
Logistics Company.
Sample
Sample will be select under random basis from the company customer service staff.
Data collection
I will use primary data collection method to understand the relationship between
variables. Data will be collect using by the questioner given by the customer service
persons in eagle logistics company.
Data will be collect asking by the oral questions in selected employers of the sample.
8)Summary of the report