Comparative study of the specialist courier commerce essay

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The objectives of the research study was to know, to what extent the business appreciates about their service effectiveness and to know from what extend the clients are satisfaction with the company service, it was also to know if the customers are satisfied with the business policies, and if they are satisfied then from what extent, and if they’re dissatisfied why hence. and accordingly to identify strengths of enterprise and weaknesses where they lack in serving their clients. It was also to know which are the area where in fact the company has to put more of its attention and provide those areas in a better ways,. And also to identify the situation of the company also to recommend suggestion on the basis of that and finally to take the required measures on problem determined for the company resulting in the research study.

The survey completed was random sample study and the task followed for conducting survey was questionnaire method that’s personally explaining the client about questionnaire and receiving them filled, targeting to total of 120 consumers of both PROFESSIONAL COURIER and First of all FLIGHT COURIER 6O of each company in three different location Mapusa Siolim, Arambol, Thivim, Pernem, Colvale and Panjim, survey was executed with random clients of the company’s. Questionnaires were filled in person by the employees also personal conversation was made and views about those issues was taken, which offered idea about customer support effectiveness of both companies.

Customer Service Effectiveness

"CUSTOMER SUPPORT Effectiveness is the process by which your company delivers its products in a way that allows the customer to gain access to them in the most effective, fair, affordable, and humanly satisfying and pleasurable manner possible."

Customer service is a process, not a set of actions that may include greeting the client, smiling, asking if you can help, etc.

Effective customer service is all about delivering the answers consumers are seeking. How info is stored, augmented and organized will regulate how effective any organization’s customer service efforts will be. The best knowledgebase technology allows the customer to guide this content, and framework of the knowledgebase, enhance the level of service, and decrease the customer support representatives workload.

It recognize that numerous customers wish to be treated in several ways. Not all customers are treated equal, and by heading customer-by-customer, region-by-area and country-by-country, we build a custom fit that trades off proficiency and effectiveness, recognizing that we may actually eradicate customers.

COMPANYS BACKGROUND

THE PROFESSIONAL COURIER

The beginning : was founded in 1987 by

Mr .A Braham

M r.SAhamed Meeran

, Mr. Oommen C. Chacko

Late. Mrs. V.Padmavathi

Mr. Ronny George

Mr. Sumit Batabyal

Mr. Suresh Bharathan

Mr. Thomas John

– A time of glory for the Directors of this company since it was the year where they were united and ventured in to Courier Business was incorporated on 1st November 1987.

PROFESSIONAL COURIER gives work to thousands of persons. It has turned hundreds of ambitious aspiring youngsters to be the proud Managers of an elite company. Much more, it is today a Courier firm which is being looked upon by others as a role model of what a courier ought to be.

Today PROFESSIONAL COURIER in India has 20 Regional Offices, over 2485 Offices, over 5000 Collection Centers and easily more than 25,000 destinations, where delivery is possible, by far, the largest Courier Network in India.

FIRST FLIGHT COURIER

First Flight Couriers happened on Monday, 17th November 1986. It all began with the setting up of three office buildings at Kolkata, Mumbai and Delhi.

The mind-boggling response from customers, had not been just a dream become a reality, however the fruits of an early on realization and recognition of the tremendous potential that the Indian subcontinent offered when it comes to 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 business to catapult into what it really is today – India’s Largest Household Courier Company.

930 First Trip Offices across India

2208 Authorized Collection Centers

452 Franchisee Locations

Serving over 5000 Pin code Destinations across India

Dedicated Workforce of over 10000 plus employees

Strategically located 8 very own International Offices

Serving over 220 countries globally

As an all natural corollary to its progress endeavor, First Air travel is along the way of setting up a sizable level integrated Logistics Division to offer an entire gamut of Warehousing, Inventory Operations, Supply Chain Solutions and Distribution Channels, thus providing total end-to-end answers to customers.

In maintaining times, First Airline flight continues to get substantial effort in creating a State-of-the-Art Super Information Technology highway.

First Flight’s determination to corporate excellence and its yearning for rendering it a common household brand opens floodgates of options and challenges and to meet it at once, shall be the corner stone of its philosophy.

METHODOLOGY

RESEARCH

EXPLORATION

Qualitative design

The method used to measure customer service effectiveness was first of all I meet customers of both corporations asked them open up ended problems verbally personal conversation as doing pilot review the responses from all the clients was taken which resulted in the ultimate questionnaire and the data was collected from the company employees, the consequence of study will contribute understanding of service proved by the business and to known what lengths it is effective.

Pilot check: The qualitative research check was done with small sample size of 40 customers 20 of each courier service providing company. The questions were after that framed predicated on their responses.

Research Plan: Once the condition was identified, I put together structured questionnaire for collecting the info needed for the research. And then to analysis the info collected before making a conclusion.

OBJECTIVES

Was to learn how effective is the companies service.

It was also to know the level at which the business customers are satisfied with the service provided by the company.

Source of data:

Primary data

Questionnaire

Personal interaction with the customers.

Observation.

Secondary data

Internet

Company reports

Data collection: The personal interaction with the clients and questioning them by using organized questionnaires and which can be filled by the clients personally in my own presence.

Sampling size:

The total sample size is normally 120 for both companies 60 for every of something providing company.

Sample plan: Random Sampling

Target audience: service taking customers of both companies THE Specialist COURIER and Primary FLIGHT.

NEED FOR STUDY

The main reason behind doing customer support effectiveness survey was to know how much the business is able to meet its customer as it was founded on talking about with the supervision of the professional courier and the first of all airline flight courier that the overall performance of the companies was coming down.

The reason for doing customer support effectiveness surveys was likewise to know in regards to what are those services that your customers Are accepting from the company and due to that your customers are not content with the company service as a result the market share of the business is decreasing.

As an external consultant, my purpose in conducting survey with customers was to share information for the normal good. It’ll be confidentiality and I will use the information to aid the company to create positive progress

SCOPE FOR CUSTOMER SERVICE EFFECTIVENESS SURVEY

Surveys will help company to measure and appreciate their consumers attitude, opinions, motivation, and satisfaction.

Surveys and focus organizations help the company to identify regions of client satisfaction and dissatisfaction.

It may be the terminology used to describe whether customers are happy and contented and fulfilling their wishes and needs at the job.

Surveys will help the business to measure and figure out their training needs for the employees, and also if essential to put considerably more focused in a specific area were business lake in serving buyers.

CUSTOMER SERVICE EFFECTIVENESS FOR

THE PROFESSIONALCOURIER(PROFESSIONAL COURIER) AND

FIRST FLIGHT COURUIER (First of all FLIGHT)

Q1) HOW OFTEN YOU Have SERVICE OUT OF THIS COMPANY

(PROFESSIONAL COURIER) (Initial FLIGHT)

The above graphs tells us the users of both program and how orphan they use the service we can see that customers of Specialist COURIER uses service more time than FIRST FLIGHT courier.

2)THE SERVICE DELIVERY Carried out BY THE COMPANY

VS

(PROFESSIONAL COURIER) (FIRST FLIGHT)

In the higher than graph we are able to clearly see that compared to first airline flight courier the assistance delivery of the professional courier is better as more quantity of customers say it’s always no time were as no clients of professional courier state it’s never on time however, many customers of first airline flight courier says it’s never on time.

3) PLEASE RATE US IN THE NEXT CATEGORIES

outstanding

above average

average

below average

poor

cannot rate

professionalism

responsiveness

support and assistance

follow- up

overall satisfaction

(FOR THE Specialist COURIER)

3) PLEASE Fee US IN THE FOLLOWING CATEGORIES

outstanding

above average

average

below average

poor

cannot rate

professionalism

responsiveness

support and assistance

follow- up

overall satisfaction

(FOR THE Initial FLIGHT COURIER)

4) CONSIDER THE ENTIRE KEY AREAS BELOW REVEAL HOW IMPORTANT YOU COSIDER EACH AREA TO BE

better customer service

variety of available services

speed and simple order placement

pickup and delivery

quality

price

CRITERIA

very important

important

somewhat important

not as important

(FOR THE Specialist COURIER)

4) CONSIDER THE ENTIRE KEY AREAS BELOW REVEAL HOW IMPORTANT YOU COSIDER EACH Location TO BE

better customer service

variety of available services

speed and ease of order placement

pickup and delivery

quality

price

CRITERIA

very important

important

somewhat important

not as important

(FOR THE Primary FLIGHT COURIER)

5) THE LEVEL OF WHICH COMPANY TACKLE YOUR PROBLEM

VS

(PROFESSIONAL COURIER) (Initial FLIGHT)

If we look at in the over graph first air travel courier is better than professional courier in term of tackling the problems faced by the customers. Professional courier is also not too bad. As 38 people say it’s good at tacking.

So can conclude looking at graph that the both businesses are equally good in tackling your problem.

6) Charges CHARGED BY THE COMPANY

VS

(PROFESSIONAL COURIER) (Primary FLIGHT)

With regards to the expenses charged for the service given by the firms more customers of both the companies feels that it’s charged at reasonable selling price. There in comparison both companies are in a same job.

7) IS COMPANY IN A POSITION TO Encounter YOUR REQUESTED COMPLITION TIME

VS

(PROFESSIONAL COURIER) (First of all FLIGHT)

When it was question of whether the company is able to meet your requested period there were hardly any customers of both businesses who said it’s performed often but were majority said seldom, sometimes, occasionally. But right here while comparing we can claim that professional courier is better because there are only 1 consumer who said it isn’t at all done promptly but with the first trip courier 5customer said it’s not at all done on time.

8) SERVICE GIVEN Value THE MONEY YOU PAY

VS

(PROFESSIONAL COURIER) (Initial FLIGHT)

When it had been said that the provider distributed by both the companies is worth the money you pay there is only 1 1 customer of PROFESSIONAL COURIER who was simply strongly along with 37 agreed but 7 customers of First of all FLIGHT was highly agree followed by 30 agree. Where we are able to conclude first airline flight courier is preferable https://testmyprep.com/lesson/tips-on-how-to-write-a-reflection-paper to professional courier.

9) WHAT IS THE LEVEL OF EFFORTS YOU HAV TO SET UP GETTING THE SERVICE DELIVERED

VS

(PROFESSIONAL COURIER) (FIRST FLIGHT)

In terms of efforts to be placed in getting your service delivered the clients of both the companies have to devote more efforts as maximum of the customers of both companies said they must put more and lots of effort. So here we can conclude both companies are week below.

10)SERVICE GIVEN TO YOU IS REALLY AS PER YOUR ACCEPTATION

VS

(PROFESSIONAL COURIER) (Initial FLIGHT)

when it was said that the services is directed at the customers according to their acceptation 44 buyers of Specialist COURIER was highly agree and agree had been else 37 consumers of FIRST Airline flight was strongly agree and agree. From this we can say that compared to FIRST FLIGHT the PROFESSIONAL COURIER is better in interacting with the acceptation of the customers.

11) YOUR ORDER IS DELIVERED WHERE AND WHEN YOU REQUESTED IT

VS

(PROFESSIONAL COURIER) (Primary FLIGHT)

In terms of buy to be shipped where and when it really is asked customers of both the companies appears like customers are satisfied with the this support of the business. But if you see gain

many have a neutral stand. Where they aren’t included neither in agree scenario nor disagree situation. As a result in comparison to FIRST FLIGHT, the PROFESSIONAL COURIER is tiny bit in better location in term of appropriate delivery.

12) HOW Is normally PROFESSIONAL COURIER SERVICE WEIGHED AGAINST OTHER COURIER

VS

(PROFESSIONAL COURIER) (First of all FLIGHT)

First it was whether the customers have used various other courier service than what they are employing now. All the clients said YES they possess used. Were 30 buyers of PROFESSIONAL COURIER and 31 consumers of FIRST FLIGHT said its same. Where else 28 felt better and simply 2 explained worse of Specialist COURIER. But of Primary FLIGHT 25 explained its same and 4 said its worse.

Here again we are able to conclude somewhat professional courier is better than first flight

13) HOW MANY TIMES IN LAST 6 MONTHS PERHAPS YOU HAVE USED THE Specialist COURIER SERVICE

VS

(PROFESSIONAL COURIER) (Primary FLIGHT)

In the higher than graph we can see how often the customers have used the service in last 6 months. But there aren’t much customers who’ve used this assistance for 30 or more than 30 in last 6 month for both companies.

14) WOULD YOU RECOMMEND USING THE SERVICE OF THIS COURIER IN FUTHURE

VS

(PROFESSIONAL COURIER) (Primary FLIGHT)

When it had been asked whether the customer of the company will use the service in future again almost equal quantity of customer of both the companies said certainly would. But there were some of both companies who said most likely not and not at all.

And also with the reason why as the common answers are written down as positive once and detrimental once.

For the professional courier individual it had been asked why would you recommend using the assistance and the answers were in positive aswell as in negative

POSITIVE (yes)

Due to better quality of service.

They reach on time always.

Good at handling issue faced.

Have good basic safety delivery.

Delivery is definitely done on time.

Parcel is effectively delivered were it is asked.

Easy in using.

It is faster.

NEGATIVE (no)

Late in delivery.

Not very good provider when it comes to quality.

Few collection center in Goa.

For the first trip courier user it had been asked why would you recommend using the service and the answers were in positive aswell as in negative

POSITIVE (yes)

Quick service

Good Quality service

Delivery is done timely and the place

Good at handling buyer problems

Because of reasonable price

NEGATIVE (no)

Delay in delivery

Not proficient at handling situation

No pick up service.

Less collection centre

what you should say about the delivery completed by the company

PROFESSIONAL COURIER

Positive

Good quality delivery

Make customer satisfied

Don’t have to face much difficulties

Deliver parcel to the concern person

Have great delivery boy’s for on field service.

Negative

Not done promptly (sometimes).

Poor delivery in north India.

lack of delivery boy’s in north Goa.

FIRST FLIGHT

Positive

More trusty and even more faster

Punctual in their delivery

Its provided when its asked

Easy and comfortable

Negative

Don’t provide service on time.

Average delivery

Parcel damage delivery

(These are a few of the common answers distributed by all the customers)

Here are a number of the suggestions to The Specialist Courier.

They should concentrate more on timely delivery

They should put more focus in solving the queries of the customers

should also focused on grab documents from the customers.

Try to be more faster and accurate in supplying the delivery.

Improve parcel packaging.

Try and develop the feasible collection centers across Goa.

Add the delivery boy’s in undertaking the delivery to ensure that it could be done faster.

Here are a number of the suggestions to First Air travel Courier.

Put more initiatives in performing delivery on time

Try and put additional time solving customers problem in order that all customers are satisfied with this service.

See that they place more focus on undertaking delivery on the within requested time.

Company should accumulate more employees on field doing service delivery, in order that it can be done faster and records will never be pending.

ANALYSIS

FINDINGS

Customers have to put more efforts for getting their companies to be delivered. Both companies lack in featuring timely delivery the delivery is done late. The reasons discovered is that they have much less delivery boy’s on discipline doing delivery and as a result of which document is still left undelivered and is done late later.

Bad service providers are not only losing their useful external customers but also their internal buyers who are not willing to be associated with the organization for an extended duration. Retaining the loyalties of the clients, both internal as well as external is very critical for the future of the company.

The Professional Courier has Lack of collection centre in Goa which will make quit difficult for people in getting their document or parcel to the company office or the.

When the issue comes of solving complications face by the clients both the companies lack in doing so as they cannot service their 100% to the clients therefore not all the customers are content with this service of the business, which is not lucrative for the company as they can lose their consumers.

On surveying the customers it had been founded that 35 respondent of TPC i just.e the utmost said the give extra preference to "BETTER CUSTOMER SUPPORT" and of FF 45 respondent stated so which once again maximum therefore we can conclude that the customer wants high quality service such as timely, accurate, safe etc.

In terms of money or fees charged by both the companies in providing the program will probably be worth the service they provide the utmost respondent of both the companies i.e. 36 of TPC and 38 of FF said its acceptable. So can conclude out of this that they are charging fair amount for providing the program.

Limitation of the survey:

The study was conducted in a limited duration of six weeks just.

No customers are devoted customers they change their provider whenever they wants thus was quit tough to get these businesses customers which has taken service from them for quit often .

Many competitors on the market and it was hard to get the the client of these both companies.

My target audience was the cooperate persons and the business persons which made it even more complicated to assemble information.

PROBLEMS IDENTIFIED

Communication chain:- the communication system of the business is not in properly variety. As the information regarding the company client any query or any various other help required are not immediately communicated to the control it takes time due to absent of interaction chain.

Employee Relation:- Worker relation with the business’s customers isn’t friendly, due to which corporations are losing on their business and If you don’t have a good relation with your customers it becomes very hard for you to get business from see your face to the company.

Responsibilities to staff members:- the employees are not much responsible it is said since the customers of both companies had to put in more work in getting their provider delivered

Lack of collection center for (TPC):- the customers of colvale, pernem (Tuem industrial estate) must face difficulties in sending their courier because they attended completely to mapusa.

Delivery:- not on a regular basis delivery by both companies is done on time. it isn’t reach as per the customer requested time.

SOLUTION

In the interest of creating a romantic relationship of honesty, integrity, and trust, with the business customer, the results should be communicated effectively to the clients and the company customers should receive data regularly when it’s asked. Also business managers have to track progress and communicate implementation successes and failures to the personnel so that they can accordingly work on field bettering the same.

Company should constantly make an effort to provide necessary information to their customer if ever asked which will increase their knowing of the bigger scope of the procedure and provide them a feeling of satisfaction to ensure that they will continue using your service.

Company should also put more give attention to talking to the customers could be individually or on-line how they desires and understanding their quires or issue deal with by them at any level of time while taking service so that it will gave them a feeling of concern for them pondering yes company cares their customers which will help them to retain the customers.

Company should make an effort to improve relationship within the business customers. They can do this by constantly keeping in touch with the clients. This will lead to better interaction with the customers and the business employees and this will cause improved relation that may future give company a good business.

Successful Deliveries:- A successful delivery is directly tied into a timely one. Success is a lot more than just obtaining the goods with their destination on time. It also means a safe delivery, parcel achieving the customer without harm and effectively to the pace where it has been asked.

Recommendation / Suggestions to company

Add more program delivery boy’s to improve customer service standards:- That is the most frequent method that a lot of organizations firmly have confidence in. They tend to add up the numbers of individuals in the services delivery chain enhancing systems and processes which provides a positive result and additional improves the process and service knowledge for the customers. It will also motivates the employees to improve their performance levels and enhance the service delivery experience for their customers which finally benefits the business.

Provide service training to the company employees:-Training the staff members goes a long way in ensuring the effectiveness of service delivery of the business. Training not only helps the workers in learning new methods and tricks but as well helps them in realizing that the company can be involved about their future in the organization and it is taking necessary steps to ensure its expansion in the organization. It motivates the staff members to increase their performance levels and increase the service delivery experience because of their customers.

Training and relating to the employees in various decisions or discussions of organization. Aside from their routine actions makes them feel good as though they take ownership of the business and could improve the service that they provide to their customers. There can be an upsurge in the willingness to fulfill the customers specially when there is buyer complaint to be able to ensure that the client goes back satisfied and his loyalty can be retained by the organization the training is important.

Cost saving option:- in case you have goods to be sent that are large and take up a lot of space and pounds https://testmyprep.com/lesson/how-to-write-a-technical-paper, a sea freight choice likely would make even more sense than atmosphere freight if the destination is in the united states, if the destination is merely a few miles apart i.e. within the country or in the neighboring claims, than some type of road service would likely be your best option in order to minimize the cost

CONCLUSION AND LEARNING

To conclude I’d like to say this was of an excellent experience conducting my summertime internship on comparative study on The Specialist Courier and first trip courier. Focusing on my study I came to know a lot of things about the service market as how its job. I gained a lot more knowledge in marketing field as how its function, and as how to out approaching the client along with the customer acceptation in regards to what customers wants and what they don’t want.

flow of proper conversation from top to bottom and bottom level to top plays a very important role in any organization as timely providing information regarding the clients if any quires is there by the workers to the company helps them to donate to the success of the company, as business can makes necessary adjustments where ever required and also to come up with a solution to their quires .

Also came to know how the employees deal with the customers of the company in regards to what is their necessities and would like and how they are meet also certainly not meet and the way the buyers reacts to it afterwards.