442031434-logistics-MBA-Project-report.docx

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A COMPARITIVE STUDY OF SERVICE QUALITY
BETWEEN SELF BUILT LOGISTICS MODE AND THIRD
PARTY LOGISTICS MODE
IN CHENNAI PORT TRUST
INTERNSHIP REPORT
Submitted to
GURU NANAK COLLEGE (AUTONOMOUS)
VELACHERY, CHENNAI 600042
In partial fulfilment for the award of the degree of
MASTER OF BUSINESS ADMINISTRATION
Submitted by
PAVITHRAN.B
(Reg. no. 1813143036036)
Year-2019
Under the Guidance of
Dr.SHAKILA M.K

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Internship completion certificate

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DECLARATION
I,PAVITHRAN.B (1813143036036), I-year MBA Student of Guru Nanak College
(Autonomous), have done an Internship for a period of one month from MAY TO JUNE
2019 on the title “A STUDY ON LOGISTICS SERVICE QUALITY BETWEEN SELF
BUILT LOGISTICS MODE AND THIRD PARTY LOGISTICS MODEIN CHENNAI
PORT TRUST”. I declare that this is my original work and has not been submitted to any
other university or institute for award of any other diploma or degree.
PLACE: CHENNAI PAVITHRAN.B
DATE: 01 /06/2019 (Reg.no1813143036036)

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BONAFIDE CERTIFICATE
This is to certify that Internship Report entitled “A STUDY ON LOGISTICS SERVICE
QUALITY BETWEEN SELF BUILT LOGISTICS MODE AND THIRD PARTY
LOGISTICS MODEIN CHENNAI PORT TRUST”, is the bonafide work carried out by
PAVITHRAN.B (1813143036036) I-year MBA, under my guidance and supervision, in
partial fulfilment of the requirements for the award of the degree of Master of Business
Administration, in Guru Nanak College (Autonomous), Velachery, Chennai 600042.
Director of MBA dept. & Project Guide
Dr. M. K. Shakila

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ACKNOWLEDGEMENTS
I take this opportunity to thank our Principal Dr.M.G.RAGUNATHAN M.SC., M.Phil.,
Ph.D., who encouraged me throughout to do this Summer Internship Report.
I sincerely thank the Director Of MBA Courses – Shift II and my project guide,
Dr.M.K.SHAKILA, M.B.A, M.Sc.(Psy), M.Com, M.Phil., Ph.D., who encouraged me to
proceed ahead with the work and offered many valuable suggestions for the betterment of this
project and thereby acting as a constant source of encouragement.
Finally, I thank all my family members and friends who stood by me throughout the course of
the internship project.
PAVITHRAN.B
(Reg.no.1813143036036)

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TABLE OF CONTENTS
Chapter No. Title Page No.
1 INTRODUCTION 8
1.1 NEED FOR THE STUDY 8
1.2 SCOPE OF THE STUDY 8
1.3 OBJECTIVE OF THE STUDY 9
1.4 STATEMENT OF THE PROBLEM 9
1.5 LIMITATIONS 9
2 BACKGROUND OF THE STUDY 10
2.1 INDUSTRY PROFILE 10
2.2 COMPANY PROFILE 12
2.3 THEORIES RELATED TO THE
TOPIC
14
2.4 LITERATURE REVIEW 15
3 RESEARCH METHODOLOGY 16
3.1 RESEARCH APPROACH 16
3.2 SAMPLE SIZE 16

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Chapter No. Title Page No.
3.3 SAMPLING PROCEDURE 16
3.4 SOFTWARE TOOLS USED 16
3.5 DATA ANALYSIS AND
INTERPRETATION
17 - 47
4 SUMMARY AND CONCLUSION 48
4.1 FINDINGS 48
4.2 SUGGESTIONS 49
4.3 CONCLUSION 50
4.4 BIBLIOGRAPHY 51
4.5 ANNEXURE 51

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CHAPTER NO. I: INTRODUCTION
NEED FOR STUDY
The connectivity between the manufacturer and the customer, customer and the consumer
needs a bridge and Logistics plays a vital role on the same. Logistics can be defined as
providing the right type of products and/or services at the right price, time and in the right
condition.Logistics has now evolved itself as an art and science. The existing and the future
cannot neglect the part of logistic services in business. Since logistics serves as the nervous
system of the import and export of products in any business there is a need to study and
understand the logistic services. An analysis on the logistics service quality between self-built
logistics mode and third party logistics mode has to be performed and to understand the
concept of the same.
SCOPE OF STUDY
It covers astonishingly varied professional disciplines. The analysis of the self-built logistics
mode and third party logistics mode pave the way to the betterment of the following:
 Facility location
 Forecasting and order management
 Planning
 Transportation : the mode and the route
 Inventory management: all inventories
 Warehousing
 Protective packaging
 Information : maintenance and flow

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OBJECTIVE OF THE STUDY
 To identify and analyse the self-build logistics mode of service.
 To identify and analyse the third-partylogistics mode of service.
 To compare the service between the self-build logistics mode and third-party logistics mode.
STATEMENT OF PROBLEM
Comparative study on the merits and demerits of self-build logistics mode and third-party
logistics mode is the main focus of the study. It shall also throw light on various factors
influencing the choice of the logistics system.
LIMITATION
 Geographic aspects and manufacturers requirements variability
 Few customers refused to share their feedback and hence their responses could not be
recorded.

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CHAPTER NO. II- BACKGROUND OF STUDY
INDUSTRY PROFILE
Service industry:
The tertiary sector of economy (also known as the service sector or service industry) is one of
the three economic sectors, the other being the secondary sector (manufacturing) and
the primary sector (agriculture, mining, and fishing). The tertiary sector of economy involves
the provision of service to business as well as final consumers Service may involve the
transport, distribution and sale of goods from producer to consumer. The service sector are
also includes the supply of service like entertainment and cleaning service.
Principal’s characteristic of a service industry is people to people interaction. As per Kotler
& Armstrong - a service is an activity or benefit that one party can offer another that is
essentially intangible and does not result in the ownership of anything. Its production may or
may not be tied to a physical product Country economics tend to program from agriculture to
industry to services.
The service industry is seen to be more opaque to international competition compared to
manufacturing. Nations which undergoes faster economic development have greater labor cos
ts than thosecountries lagging behind in the economic development road. This resultant
shrinking of manufacturing in more developed economics, forces those nation to adopt
service as a leading employment source.
The service industry forms a backbone of social and economic development of a region. It
has emerged as the largest and faster- growing sectors in the world economy, making higher
contribution to the global output and employment.
Its growth rate been higher than that of agriculture and manufacturing sector.

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Port
Ports are an important form of infrastructure in Indian economy. They play a vital role in
facilitating international trade and commerce by providing an interface between the ocean
transport and land based transport. India had an extensive of 7517km (excluding Andaman &
Nicobar Island) spreading over 13 states and union territories
.
It has a well-established port infrastructure covering 12major ports and minor or non-major
ports. These major ports come under the purview of the central government, while non-major
ports come under the jurisdiction of the respective state government.
In India, the concerned authority is the Department of shipping, in the ministry of shipping.
Road transport & highways, which has been entrusted with the responsibility of formulating
and implementing policies and programs on port sector.
The 12 major ports in India, serves as the gateways to India’s international trade by sea
handling over 90% of foreign trade. They are spread equality on east coast and west coast of
India. The 12 major ports are:
 Kolkata port (including dock complex at Haldia)
 Para dip port
 Visakhapatnam port
 Chennai port
 Ennore port
 Toticorin port
 Cochin port
 New Mangalore port
 Mormugao port
 Jawaharlal Nehru port
 Mumbai port
 Kandla port

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All the major port are administrated by the port trust governed by the provision of major port
trust act 1963 which are autonomous bodies except the newly ennore port which is seen by
ennore port limited registered under companies act 1956.Thus Indian ports are indispensable
in the development of country’s maritime trade and economy, owing to India’s current share
in global merchandise trade at around 0.80% they arenot only considered as trade gateways,
but also integral components of the global logistics and transportation chain.
COMPANY PROFILE
Chennai Port, the third oldest port among the 12 major ports, is an emerging hub port in the
East Coast of India. This gateway port for all cargo has completed 128 years of glorious
service to the nation’s maritime trade.
Maritime trade started way back in 1639 on the sea shore Chennai. It was an open road -
stead and exposed sandy coast till 1815. The initial piers were built in 1861, but the storms of
1868 and 1872 made them inoperative. So an artificial harbour was built and the operations
were started in 1881.The cargo operations were carried out on the northern pier, located on
the north eastern side of Fort St. George in Chennai.
In the first couple of years the port registered traffic of 3 lakh tons of cargo handling 600
ships. Being an artificial harbour, the port was vulnerable to the cyclones, accretion of sand
inside the basin due to underwater currents, which reduced the draft. Sir Francis Spring a
visionary skilfully drew a long-term plan to charter the course of the port in a scientific
manner, overcoming both man-made and natural challenges.
The shifting of the entrance of the port from eastern side to the North Eastern side protected
the port to a large extent from the natural vulnerabilities. By the end of 1920 the port was
equipped with a dock consisting of four berths in the West Quays, one each in the East &
South Quay along with the transit sheds, warehouses and a marshalling yard to facilitate the
transfer of cargo from land to sea and vice versa. Additional berths were added with a berth at
South Quay and another between WQ2 & WQ3 in the forties.

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India’s Independence saw the port gathering development, momentum. Thetopography of the
Port changed in 1964 when the Jawahar dock with capacity to berth 6 vessels to handle Dry
Bulk cargoes such as Coal, Iron ore, Fertilizer and non-hazardous liquid cargoes was carved
out on the southern side.
In tune with the international maritime developments, the port developed the Outer Harbour,
named Bharathi Dock for handling Petroleum in 1972 and for mechanized handling of Iron
Ore in 1974. The Iron ore terminal is equipped with Mechanized ore handling plant, one of
the three such facility in the country, with a capacity of handling 8 million tonnes.
Port’s share of Iron ore export from India is 12%. The dedicated facility for oil led to thedeve
lopment of oil refinery in the hinterland. This oil terminal is capable of handling Suezmax
vessels.
In 1983, the port heralded the country’ first dedicated container terminal
facilitycommissioned by the then prime minister Smt.Indira Gandhi on 18th December 1983.
The Port privatized this terminal and is operated by Chennai Container Terminal
Private Limited. Having the capability of handling fourth generation vessels, the terminal is
ranked in the top 100container ports in the world. Witnessing a phenomenal growth in
container handling year after year the port is added with the Second Container Terminal with
a capacity to handle 1.5 M TEUs to meet the demand.
To cater to the latest generation of vessels and to exploit the steep increase in containerized
cargo the port is planning to welcome the future with a Mega Container Terminal, capable of
handling 5 Million TEUs expected to be operational from 2013.The Chennai port is one
among the major ports having Terminal Shunting Yard and running their own Railway
operations inside the harbour on the East Coast. The port is having railway lines running up
to 68 km and handles 25% of the total volume of the cargo, 4360 rakes (239412 wagons)
during 2009-10.
The port with three Docks, 24 berths and draft ranging from 12m to 16.5m
has become a hub port for Containers, Cars and Project Cargo in the East Coast. The port has
handled an all-time high of 61.06 Million tons of cargo registering an increase of 6.2%
over previous year. An increase of 10.14% in handling of cars from 273917 Units in the year
2009-10when compared with 248697 Units in the year 2008-09 and an increase of 6.39% in
handling of containers from 1143373 TEUs in the year 2008-09 to 1216438 TEUs in the year

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2009-10. The long term plan for Chennai Port envisages that the Port will mainly handle
4C‟s i.e. Containers,Cars, Cruise and Clean Cargo.
THEORIES RELATED TO THE TOPIC
Logistics management is comprised of materials and channel management, physical
distribution and supply chain management. It also includes the warehouse management
system which takes control of stocks, and streamlines the movement of goods in the
storage units.
ROLE OF LOGISTICS MANAGEMENT
Active since point of origin and going on to the point of consumption, logistics management
is a key component of the supply chain process that facilitates the tripod of strategy, planning
and implementation thereby reducing cost significantly and enhancing customer satisfaction.
There are 6 key functional areas of logistics management, namely:
Inventory Planning and Management
Warehousing
Procurement of Goods and Services
Packaging and Storage
Transportation
Customer service
EFFICIENT LOGISTICS MANAGEMENT
According to Paul Myerson’s book “Introduction to Supply Chain and Logistics Management
Made Easy” there are five tactical characteristics of logistics management – reliability,
responsiveness, agility, cost and assets. Hence, there should be greater emphasis on accuracy
of data collected. Even though there are innovative and world-class technological processes
that are used in logistics, it must be considered that data input is different from information
processing. Hence, a lot depends on timely and regular data feeding and updation. The basic
information should be based on real-time flow of goods and only then can logistics
management be utilized to maximize customer satisfaction and reduce costs.
Another important aspect for stronger supply chain and efficient logistics management and
eventually, effective logistics, is that one should think beyond point of consumption. The
reverse flow of goods has to be considered while planning for logistics by the distributors,
retailers or manufacturers.

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LITREATURE REVIEW
Third-party logistics (TPL) has attracted considerable research attention in the recent past.
Despite the growing body of literature on this topic, precious little effort has been devoted to
synthesizing the overall state of art of research on TPL. In this paper, an attempt is made to
review the status of literature on TPL. A literature review scheme is presented. A total of 152
articles published between 1989 and 2006 in 33 reputable international journals are reviewed
and classified into content- and methodology-related issues. Based on the review, suggestions
for future research are likewise provided.
https://www.sciencedirect.com/science/article/pii/S0925527307002496
According to these operations, works in the literature are broken down into three parts:
facility location, relief distribution and casualty transportation, and other operations. For the
first two parts, the literature is structured and analyzed based on the model types, decisions,
objectives, and constraints. Finally, through the content analysis framework, several research
gaps are identified and future research directions are proposed.
https://doi.org/10.1016/j.seps.2011.04.004
This paper presents a literature review on Third-Party Logistics (3PL) selection decision in
terms of criteria and methods. In terms of 3PL selection criteria, 11 key criteria are identified;
each one is defined by a set of attributes. Cost is the most widely adopted criterion, followed
by relationship, services, and quality. In terms of methods for 3PL evaluation, they can be
categorized in 5 groups, namely: MCDM techniques, statistical approaches, artificial
intelligence, mathematical programming, and hybrid methods.
https://doi.org/10.1016/j.omega.2014.05.009

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CHAPTER NO.III-RESEARCH METHODOLOGY
Research design: Descriptive research
Descriptive research is defined as a researchmethod that describes the characteristics of the
population or phenomenon that is being studied. This methodology focuses more on the
“what” of the research subject rather than the “why” of the research subject.
In other words, descriptive research primarily focuses on describing the nature of
a demographicsegment, without focusing on “why” a certain phenomenon occurs. In other
words, it “describes” the subject of the research, without covering “why” it happens.
Population: Logistics Consumers from Chennai
Sample size: 70
Sampling technique: Simple random sampling
Software Tools: Ms Word, Ms Excel, Google forms.

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DATA ANALYSIS AND INTERPRETATION
AGE
Age No. of Response Percentage
16-25 59 88%
26-35 5 7%
46 and above 3 5%
Chart shows age of respondents
INTERPRETATION
From the above table and pie-chart, it can be interpreted that the majority of the respondents
belong to age category 16-25, followed by respondents belonging to age group 26-35 and
only 5% respondents belongs to the age category of 46 and above.
88%
7% 5%
16-25
26-35
46 and above

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GENDER
Gender No. of
Responses
Percentage
Male 37 55%
Female 30 45%
Chart shows gender of the respondents
Interpretation
From the above table and pie chart it can be interpreted that 55% of the respondents are male
and 45% of the respondents are female
55%
45%
Male
Female

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Table shows number of respondents using e- markets
Response
No. of
Response Percentage
Yes 61 91%
No 6 9%
Chart shows a number of respondents using e-markets
Interpretation
 91% of respondents the usage of e-markets is yes
 9% of respondents the usage of e-markets is no
91%
9%
Yes
No

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The table shows fluency of Respondents shopping online
Response
No. of
Response Percentage
Hardly
ever 19 28%
Many
times a
month 12 18%
Once a
month 16 24%
Once
several
months 20 30%
Chart shows the fluency of respondents shopping online
Interpretation
 28% of respondents fluency of shopping online is hardly ever
 18% of respondents fluency of shopping online is many times a month
 24% of respondents fluency of shopping online is once a month
 30% of respondents fluency of shopping online is once several months
28%
18%
24%
30%
Hardly ever
Many times a month
Once a month
Once several months

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The graph shows the preferable websites of the respondents
Interpretation
 16.4% of respondents Myntra is their preferable website
 70.1% of respondents Amazon is their preferable website
 11.9% of respondents Snapdeal is their preferable website
 67.2% of respondents Flipkart is their preferable website
 4.5% of respondents Jabong is their preferable website
 The graph shows the key attribute of online shopping according to respondents

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The graph shows the respondents key attributes of online shopping
Interpretation
 29.9% of respondents good’s quality is the key attribute of online shopping
 47.8% of respondents delihighly services is the key attribute of online shopping
 59.7% of respondents good’s price is the key attribute of online shopping
 17.9% of respondents past experience is the key attribute of online shopping
 23.9% of respondents other people’s review is the key attribute of online shopping

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The table shows respondents preference of choosing the online shopping website of its
logistics service quality
Response
No. of
Response Percentage
Yes 50 75%
No 17 25%
Pie chart shows respondents preference of choosing the online shopinng website of its
logistics service quality
Interpretation
 75% of respondents preference of choosing the online shopping website of its
logistics service quality is yes
 25% of respondents preference of choosing the online shopping website of its
logistics service quality is no
75%
25%
Yes
No

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The graph shows which is the important logistic factor of e-commerce companies
Interpretation
 50.7% of respondents cost price is the foremost important logistic factor of e-
commerce companies
 55.2% of respondents delihighly speed is the foremost important logistic factor of e-
commerce companies
 25.4% of respondents service attitude is the foremost important logistic factor of e-
commerce companies
 22.4% of respondents range of service is the foremost important logistic factor of e-
commerce companies
 26.9% of respondents the problem handling capacity is the foremost important
logistic factor of e-commerce companies
 20.9% of respondents service reputation is the foremost important logistic factor of
e-commerce companies
 25.4% of respondents service security is the foremost important logistic factor of e-
commerce companies
 43.3% of respondents order tracking is the foremost important logistic factor of e-
commerce companies

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The data analysis and interpretation of Amazon’s logistics service quality:
Table shows number of respondents using Amazon
Response
No. of
Response Percentage
Yes 58 87%
No 9 13%
Chart shows number of respondents using Amazon
Interpretation
 87% of respondents number of respondents using Amazon is yes
 19% of respondents number of respondents using Amazon is no
87%
13%
Yes
No

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The table shows number of delihighly options offered by the Amazon
Response
No. of
Response Percentage
Neutral 16 28%
Satisfied 34 60%
Highly
Satisfied 7 12%
Chart shows number of delihighly options offered by the Amazon
Interpretation
 28% of respondents number of delihighly options offered by Amazon is neutral
 60% of respondents number of delihighly options offered by Amazon is satisfied
 12% of respondents number of delihighly options offered by Amazon is highly
satisfied
28%
60%
12%
Neutral
Satisfied
Very Satisfied

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The table shows cargo tracking service provided by the company
Reponse
No. of
Response Percentage
Neutral 16 26%
Satisfied 32 53%
Highly
Satisfied 13 21%
chart shows cargo tracking service provided by the company
Interpretation
 26% of respondents Cargo tracking service provided by the company is neutral
 53% of respondents Cargo tracking service provided by the company is satisfied
 21% of respondents Cargo tracking service provided by the company is highly
satisfied
26%
53%
21%
Neutral
Satisfied
Very Satisfied

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The table shows the company’s goods are served within the time required
Response
No. of
Response Percentage
Dissatisfied 2 3%
Neutral 11 18%
Satisfied 37 61%
Highly
Satisfied 11 18%
chart shows the company’s goods are served within the time required
Interpretation
 3% of respondents company's goods are served within the required time is dissatisfied
 18% of respondents company's goods are served within the required time is neutral
 61% of respondents company's goods are served within the required time is is
satisfied
 18% of respondents company's goods are served within the required time is highly
satisfied
3%
18%
61%
18%
Dissatisfied
Neutral
Satisfied
Very Satisfied

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The table shows the company’s goods are served within the required place
Response
No. of
Response Percentage
Neutral 10 16%
Satisfied 35 57%
Highly
Dissatisfied 1 2%
Highly
Satisfied 15 25%
chart shows the company’s goods are served within the required place
Interpretation
 2% of respondents company's goods are served within the required place is
dissatisfied
 16% of respondents company's goods are served within the required place is neutral
 57% of respondents company's goods are served within the required place is satisfied
 25% of respondents company's goods are served within the required place is highly
satisfied
16%
57%
2%
25%
Neutral
Satisfied
Very Dissatisfied
Very Satisfied

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The table shows packaging of goods
Response
No. of
Response percentage
Neutral 7 11%
Satisfied 30 49%
Highly
Dissatisfied 1 2%
Highly
Satisfied 23 38%
chart shows packaging of goods
Interpretation
 11% of respondents packaging of goods is neutral
 49% of respondents packaging of goods is satisfied
 2% of respondents packaging of goods is highly dissatisfied
 38% of respondents packaging of goods is highly satisfied
11%
49%
2%
38%
Neutal
Satisfied
Very Dissatisfied
Very Satisfied

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The table shows quantity and model of goods served by company matches the orders exactly
Response
No. of
Response Percentage
Dissatisfied 2 4%
Neutral 16 27%
Satisfied 30 51%
Highly
Dissatisfied 2 3%
Highly
Satisfied 9 15%
chart shows quantity and model of goods served by company matches the orders exactly
Interpretation
 4% of respondents quantity and model of goods served by the company exactly
matches your orders is dissatisfied
matches your orders is neutral
matches your orders is satisfied
matches your orders is highly satisfied
4%
27%
51%
3%
15%
Dissatisfied
Neutral
Satisfied
Very Dissatisfied
Very Satisfied

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The table shows the Intact packaging
Response
No. of
Response Percentage
Neutral 20 34%
Satisfied 32 53%
Highly
Satisfied 8 13%
Chart shows the Intact packaging
Interpretation
 34% of respondents Intact packaging is neutral
 53% of respondents Intact packaging is satisfied
 13% of respondents Intact packaging is highly satisfied
34%
53%
13%
Neutral
Satisfied
Very Satisfied

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The table shows professional services and friendly attributes of the company staff
Reponse
No. of
Response Percentage
Dissatisfied 1 2%
Neutral 17 30%
Satisfied 35 61%
Highly
Dissatisfied 1 2%
Highly
Satisfied 3 5%
chart shows professional services and friendly attributes of the company staff
Interpretation
 2% of respondents Professional services and friendly attributes of the company staff is
dissatisfied
 30% of respondents Professional services and friendly attributes of the company staff
is neutral
is satisfied
highly dissatisfied
highly satisfied
2%
30%
61%
2%
5%
Dissatisfied
Neutral
Satisfied
Very Dissatisfied
Very Satisfied

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The table shows the service of return and exchange goods are simple, convenient, and
responsible
Response
No. of
Response Percentage
Dissatisfied 4 7%
Neutral 17 28%
Satisfied 28 46%
Highly
Dissatisfied 1 2%
Highly
Satisfied 10 17%
chart shows the service of return and exchange goods are simple, convenient, and responsible
Interpretation
 7% of respondents service of return and exchange goods are simple, convenient, and
responsible is dissatisfied
responsible is neutral
responsible is satisfied
responsible is highly dissatisfied
responsible is highly satisfied
7%
28%
46%
2%
17%
Dissatisfied
Neutral
Satisfied
Very Dissatisfied
Very Satisfied

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The table shows the company's general logistics services
Response
No. of
Response Percentage
Dissatisfied 1 2%
Neutral 12 20%
Satisfied 37 64%
Highly
Dissatisfied 1 2%
Highly
Satisfied 7 12%
chart shows the company's general logistics services
Interpretation
 2% of respondents company's general logistics services is dissatisfied
 20% of respondents company's general logistics services is neutral
 64% of respondents company's general logistics services is Satisfied
 2% of respondents company's general logistics services is highly dissatisfied
 12% of respondents company's general logistics services is highly satisfied
2%
20%
64%
2%
12%
Dissatisfied
Neutral
Satisfied
Very Dissatisfied
Very Satisfied

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The data analysis and interpretation of Flipkart’s logistics service quality:
Table shows number of respondents using Flipkart
Response
No. of
Response Percentage
Yes 49 73%
No 18 27%
Chart shows number of respondents using Flipkart
.
Interpretation
 73% of respondents number of respondents using Flipkart is yes
 27% of respondents number of respondents using Flipkart is no
73%
27%
Yes
No

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The table shows number of delivery options offered by Flipkart
Response
No. of
Response Percentage
Neutral 10 19%
Satisfied 34 66%
Highly
Satisfied 8 15%
chart shows number of delivery options offered by Flipkart
Interpretation
 19% of respondents number of delivery options offered by Flipkart is neutral
 66% of respondents number of delivery options offered by Flipkart is satisfied
 15% of respondents number of delivery options offered by Flipkart is highly satisfied
19%
66%
15%
Neutral
Satisfied
Very Satisfied

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The table shows Cargo tracking service provided by the company
Response
No. of
Response Percentage
Dissatisfied 2 4%
Neutral 14 26%
Satisfied 31 59%
Highly
Satisfied 6 11%
chart shows Cargo tracking service provided by the company
Interpretation
 4% of respondents Cargo tracking service provided by the company is dissatisfied
 26% of respondents Cargo tracking service provided by the company is neutral
 59% of respondents Cargo tracking service provided by the company is satisfied
 11% of respondents Cargo tracking service provided by the company is highly
satisfied
4%
26%
59%
11%
Dissatisfied
Neutral
Satisfied
Very Satisfied

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The table shows packaging of goods
Response
No. of
Response Percentage
Neutral 9 17%
Satisfied 33 62%
Highly
Satisfied 11 21%
chart shows packaging of goods
Interpretation
 17% of respondents packaging of goods is neutral
 62% of respondents packaging of goods is satisfied
 21% of respondents packaging of goods is highly satisfied
17%
62%
21%
Neutral
Satisfied
Very Satisfied

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The table shows company's goods are served within the required time.
chart shows company's goods are served within the required time.
Interpretation
 2% of respondents company's goods are served within the required time is dissatisfied
 32% of respondents company's goods are served within the required time is neutral
 47% of respondents company's goods are served within the required time is is
satisfied
 19% of respondents company's goods are served within the required time is highly
satisfied
2%
32%
47%
19%
Dissatisfied
Neutral
Satisfied
Very Satisfied
Response
No. of
Response Percentage
Dissatisfied 1 2%
Neutral 17 32%
Satisfied 25 47%
Highly
Satisfied 10 19%

41
The table shows company's goods are served within the required place
Response
No. of
Response Percentage
Dissatisfied 2 4%
Neutral 6 11%
Satisfied 35 66%
Highly
Satisfied 10 19%
chart shows company's goods are served within the required place
Interpretation
 4% of respondents company's goods are served within the required place is
dissatisfied
 11% of respondents company's goods are served within the required place is neutral
 66% of respondents company's goods are served within the required place is satisfied
 19% of respondents company's goods are served within the required place is highly
satisfied
4%
11%
66%
19%
Dissatisfied
Neutral
Satisfied
Very Satisfied

42
The table shows quantity and model of goods served by the company exactly matches your
orders
Response
No. of
Response Percentage
Dissatisfied 5 9%
Neutral 11 21%
Satisfied 31 59%
Highly
Satisfied 6 11%
chart shows quantity and model of goods served by the company exactly matches your orders
Interpretation
matches your orders is neutral
matches your orders is satisfied
matches your orders is highly satisfied
9%
21%
59%
11%
Dissatisfied
Neutral
Satisfied
Very Satisfied

43
The table shows Intact packaging
Response
No. of
Response Percentage
Neutral 13 25%
Satisfied 35 66%
Highly
Satisfied 5 9%
chart shows Intact packaging
Interpretation
 25% of respondents Intact packaging is neutral
 66% of respondents Intact packaging is satisfied
 9% of respondents Intact packaging is highly satisfied
25%
66%
9%
Neutral
Satisfied
Very Satisfied

44
The table shows Professional services and friendly attributes of the company staff
Response
No. of
Response Percentage
Neutral 18 33%
Satisfied 29 54%
Highly
Satisfied 7 13%
chart shows Professional services and friendly attributes of the company staff
Interpretation
is neutral
is satisfied
is highly satisfied
33%
54%
13%
Neutral
Satisfied
Very Satisfied

45
The table shows service of return and exchange goods are simple, convenient, and
responsible
Response
No. of
Response Percentage
Dissatisfied 1 2%
Neutral 19 28%
Satisfied 42 63%
Highly
Satisfied 5 7%
chart shows service of return and exchange goods are simple, convenient, and responsible
Interpretation
responsible is dissatisfied
responsible is neutral
responsible is satisfied
responsible is highly satisfied
2%
28%
63%
7%
Dissatisfied
Neutral
Satisfied
Very Satisfied

46
The table shows company's general logistics services
Response
No. of
Response Percentage
Dissatisfied 2 4%
Neutral 15 28%
Satisfied 33 61%
Highly
Satisfied 4 7%
chart shows company's general logistics services
Interpretation
 4% of respondents company's general logistics services is dissatisfied
 28% of respondents company's general logistics services is neutral
 61% of respondents company's general logistics services is Satisfied
 7% of respondents company's general logistics services is highly satisfied
4%
28%
61%
7%
Dissatisfied
Neutral
Satisfied
Very Satisfied

47
The table shows the frequencies of respondents used both Amazon and Flipkart
Response
No. of
Response Percentage
Yes 45 85%
No 8 15%
chart shows the frequencies of respondents used both Amazon and Flipkart
.
Interpretations
 85% of respondents the frequencies of respondents used both Amazon and Flipkart is
yes
 15% of respondents the frequencies of respondents used both Amazon and Flipkart is
no
85%
15%
Yes
No

48
CHAPTER IV-SUMMARY AND CONCLUSION
FINDINGS
From the data analysis and interpretation of the of responses it is clear to list down the
findings from the research on “Logistics service”
 Logistics service is utilised by all the age categories and especially the users of age
ranging between 21- 39 is highly utilizing the logistics service
 From the 100 of size about 91% respondents are using the logistics service by online
platform.
 17.9% of respondents are using the logistics service many times a month.
 70.1% of respondents are using self build logistics mode service (amazon).
 59% of respondents thinks good price is key attributes of logistics service
 55.2% of respondents says delivery speed is the main factor they look for in logistics
service.
 Next to delivery speed, cost is the main factor influencing the choice of logistics
service.
 Customers seek improvement in order tracking facility.
 Both the service quality of self-build logistics mode and third party logistics mode are
serves a standard quality services.
 80% of respondents are attracted by the packaging of good.
 Amazon has opted for self built logistics whereas Flipkart has opted for third party
logistics. It is found that there are no major difference in the service quality. Cost is a
factor where Flipkart score better ranking in comparison to Amazon.

49
SUGGESTION
From the data analysed from the responses, the following suggestions can be taken into
account for improvisation in the logistics service industry,
 The 19 – 29 age users are more and are attracted to the online logisticsservice and
hence the near future of market may be more efficient on the online shopping
platforms. So the online logistics services plays the major role.
 Instead of third party logistics self build logistics are more efficient since it has a
higher range of authority to control Price and speed of delivery.
 Self build logistics services can improvise service quality and can make trust within
the customers regarding the accuracy of delivery.
 Packages are more important for the customers and making the best quality of
packages are necessary so care has to be taken in packaging.
 Getting delivery of the goods is the prime motive of the customers and hence is its
important to deliver the right products at the right time at the right place and in order
to perform the same, more hubs could be introduced.

50
CONCLUSION
From the research made on “LOGISTICS SERVICE” in the regions of Chennai, adequate
data had been collected and the data were interpreted to find major understanding on the
logistics service and the user perception and preference of approach to the same, it can be
concluded that,
 Majority of the ofs of population from Chennai have preferred to use logistics service
platform several times in a month and also once in a month . So online logistics
services may be the next generation platform for all import and export activities of the
products and services.
 Most business units prefer both the self-build logistics mode and third party logistics
mode. Hence organisations can take decisions based on the feasibility and customer
requirements.
 Delivery speed, cost price and order tracking are the most attractive engagement
factor in logistics service.

51
BIBLIOGRAPHY
Christopher , M., Logistics and Supply Chain Management, Pitman Publishing, London, 1992.
Carter , C., Rogers , D., “ A framework of sustainable supply chain management: moving toward
new theory”, International Journal of Physical Distribution & Logistics Management, vol. 38,
no. 5, pp.360– 387, 2008.
Fabbe‐costes , N., Colin , J., “ Formulating logistics strategy”, in J. Cooper (ed.), Logistics and
Distribution Planning, Kogan Page, London, 1994.
Forker , L., Mendez , D., Hershauer , J., “ Total quality management in the supply chain: What is
its impact on performance?”, International Journal of Production Research, vol. 35, no. 6,
pp. 1681– 1701, 1997.
ANNEXURE
LOGISTICS SERVICE QUALITY
logistics service quality between self built logistics mode and third party logistics mode
This survey would select amazon represented as the model of self-built logistics mode while
flipkart to represent the third party logistics mode.
Have you ever shopped online? *
Yes
No
How many times do you usually shop online? *
Many times a month
Once a month
Once several months
Hardly ever
Which website do you like to shop online? *
Myntra
Amazon
Snapdeal
Flipkart
Jabong

52
What do you think is the key attribute of online shopping? *
Goods' quality
Delivery services
Goods price
Past experience
Other people's review
Will you choose a online shopping website on the basis of its logistics service quality? *
Yes
No
Which logistics factor is more important to e-commerce companies? *
Cost price
Delivery speed
Service attitude
Range of service
The problem handling capacity
Service reputation
Service security
Order tracking
Have you ever shopped in Amazon? *
Yes
No
If you have been shopping in the amazon, please answer the following question, or skip to
next major please
The customers' satisfaction of the logistics services' quality about Amazon
Number of delivery options offered
Very Satisfied
Satisfied
Neutral
Dissatisfied
Very Dissatisfied
Cargo tracking service provided by the company
Very Satisfied
Satisfied
Neutral
Dissatisfied
Very Dissatisfied
The company's goods are served within the time required
Very Satisfied
Satisfied
Neutral

53
Dissatisfied
Very Dissatisfied
The company's goods are served within the place required
Very Satisfied
Satisfied
Neutral
Dissatisfied
Very Dissatisfied
Packaging of goods
Very Satisfied
Satisfied
Neutral
Dissatisfied
Very Dissatisfied
The quantity and model of goods served by the company match orders exactly
Very Satisfied
Satisfied
Neutral
Dissatisfied
Very Dissatisfied
Intact packaging
Very Satisfied
Satisfied
Neutral
Dissatisfied
Very Dissatisfied
Professional services and friendly attributes of the company staff
Very Satisfied
Satisfied
Neutral
Dissatisfied
Very Dissatisfied
The service of return and exchange goods are simple, convenient, and responsible
Very Satisfied
Satisfied
Neutral
Dissatisfied
Very Dissatisfied

54
The company's general logistics services
Very Satisfied
Satisfied
Neutral
Dissatisfied
Very Dissatisfied
Have you ever shopped onFlipkart *
Yes
No
If you have been shopping in the flipkart, please answer the following question, or skip to
next major please
The customers' satisfaction of the logistics services' quality about Flipkart
Number of delivery options offered
Very Satisfied
Satisfied
Neutral
Dissatisfied
Very Dissatisfied
Cargo tracking service provided by the company
Very Satisfied
Satisfied
Neutral
Dissatisfied
Very Dissatisfied
Packaging of goods
Very Satisfied
Satisfied
Neutral
Dissatisfied
Very Dissatisfied
The company's goods are served within the time required
Very Satisfied
Satisfied
Neutral
Dissatisfied
Very Dissatisfied
The company's goods are served within the required place
Very Satisfied
Satisfied
Neutral

55
Dissatisfied
Very Dissatisfied
The quantity and model of goods served by the company exactly match your orders
Very Satisfied
Satisfied
Neutral
Dissatisfied
Very Dissatisfied
Intact packaging
Very Satisfied
Satisfied
Neutral
Dissatisfied
Very Dissatisfied
Professional services and friendly attributes of the company staff
Very Satisfied
Satisfied
Neutral
Dissatisfied
Very Dissatisfied
The service of return and exchange goods are simple, convenient, and responsible *
Very Satisfied
Satisfied
Neutral
Dissatisfied
Very Dissatisfied
The company's general logistics services
Very Satisfied
Satisfied
Neutral
Dissatisfied
Very Dissatisfied
Have you ever been shopped on Amazon and Flipkart
Yes
No

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