SUMMER INTERNSHIP REPORT

On

STUDY
UNDERSTANDING THE OF DIGITAL
MARKETING MARKETING
STRATAGIES & CUSTOMERAND SATISFACTION
SEO TOWARDS
At
Submitted forTRACKON COURIER
the partial PVT
fulfilment of LTD
the degree of the

“Bachelor of Business Administration (BBA)”

(2024-2025)
(2021-2024)

Management Education Research Institute

Affiliated To Guru Gobind Singh Indraprastha University

Sector 16-, Dwarka, New Delhi

Supervised By: Submitted By:

Simranjeet
Dr. Eti Jain Kaur bagga Abhishek kumar roy
Akshit Bhatt
Assistant Professor BBA-5th Semester
(Assistant Professor) (BBA-5th Semester)
(04215101722)
MERI (01315101721)

1
 Declaration
Declaration

I hereby declare that this Project Report titled “Study on Digital Marketing and Search
Engine Optimization” submitted by me to Management Education and Research Institute
(MERI) is a bonafide work undertaken and has not been submitted to any other University
Institution
I hereby declarefor thethis
that award of anyReport
Project degree diploma certificate or published
titled “Understanding any time before.
the market strategies &

customer satisfaction towards Trackon Courier Pvt Ltd” submitted by me to Management

Education and Research Institute (MERI) is a bonafide work undertaken and has not been

submitted to any other University Institution for the award of any degree diploma certificate or

published any time before.

Akshit Bhatt

ABHISHEK KUMAR ROY

(04215101722)

4
 Internal Guide Certificate
ToInternal
whomsoever it may concern
Guide Certificate
To whomsoever it may concern
This is to certify that the project work “Study on Digital Marketing and Search Engine
Optimization” made by Akshit Bhatt, BBA, V Semester is an authentic work carried out by
him under supervision of Internal Guide Dr. Eti Jain.
This is to certify that the project work “Understanding the market strategies & customer
The project report submitted has been found satisfactory for the partial fulfilment of the degree
satisfaction towards Trackon Courier Pvt Ltd” made by Abhishk Kumar Roy, BBA, V Semester
of Bachelor
is an authentic workofcarried
Business Administration.
out by him under supervision of Internal Guide Dr. Simranjeet Kaur
Bagga.

The project report submitted has been found satisfactory for the partial fulfilment of the degree
of Bachelor of Business Administration.

Dr. Eti Jain

(Internal Supervisor)

Dr. Simranjeet Kaur Bagga

(Assistant Professor)

5
 Acknowledgement
Acknowledgement

I have been very fortunate to get the opportunity to work on research project “Study on Digital
Marketing and Search Engine Optimization” I hereby take this opportunity to express my
profound gratitude towards Management Education & Research Institute (MERI) for
I have been very me
giving fortunate to get thetoopportunity
an opportunity to workproject.
work on a valuable on research project
I would “Understanding
like to the market
extend my deepest

strategiesregards and gratefulness

& customer to Dr.
satisfaction Eti Jain
towards ma'am, Courier
Trackon my project
Pvtguide
Ltd”who continuously
I hereby guided
take this opportunity to
me throughout the course of the project. Monitoring and constant encouragement throughout
express my profound gratitude towards Management Education & Research Institute (MERI) for
the course of this study made the successful completion of this project possible.
giving me an opportunity to work on a valuable project. I would like to extend my deepest
regards and gratefulness to Dr. Simranjeet Kaur Bagga, my project guide who continuously guided
me throughout the course of the project. Monitoring and constant encouragement throughout
the course of this study made the successful completion of this project possible

Signature: Akshit Bhatt

Signature (01315101721)Abhishek Kumar Roy

(04215101722)

6
 Executive Summary

This report stresses on the work experience I Have gathered as an Intern in the digital marketing
I prepared my summer internship project on “Understanding Marketing Strategies and
at Excellence Enablers Private Limited from 2 August,2023 until 15 September,2023. In this
Customer Satisfaction at Blue Dart Express. Blue Dart is one type of logistics company.
Report, I mainly have incorporated my experience at Excellence Enablers Private Limited
Logistics is about the movement of materials, information and courier service from one
especially in Search Engine Optimization, Social Bookmarking’s, Article Submission, Image
placeSubmission,
to anotherPPT
depends on the
Submission, location
Apollo of the
Software. customer.
Above Every
mentioned company
are the dreams
techniques of
of Search
achieving
Enginegood deliveryDuring
Optimization. of thetheright product
tenure in the right
of my internship, quality
every andassigned
day I was condition, at the
by 4-5 task right
place,
peratday.
theOn
right
my time, to of
first day theinternship,
right customer at thethrough
I was guided right price.
the task and responsibilities that
have to be done during the internship tenure.

First Phase of my internship was about getting familiar about the services offered by excellence
Delivery of private
enablers goods limited.
to the customer in the
After few days most
I was putreliable transitthe
into promoting time (and of
services as the
short as
company
possible).
through"Reliable" refers
different digital to sometechniques.
marketing guaranteed transitontime
I worked for packages
different to reach
platforms for promoting
customers or the response that organizations need in case of any exceptions.
the services.

Second phase included use of apollo software. In apollo software I got learn about how to
gather information of different companies in effective and efficient way and in less time as
Backwell.
flow of confirmed and signed delivery notes, without which in many cases the
collection of invoices is practically impossible. Especially for companies that do multi-
Third Phase included of making of content for the post of promoting the upcoming events of
location contracts that could cover hundreds of cities. The task for suppliers is
the company. Third Phase also included use of canvas platforms where I prepared brouchers,
overwhelming – planning the logistics of delivering to all these locations and hoping that
ppt’s and many more.
100% of the delivery records are returned before invoices can be presented to the
DigitalIn
customer. Marketing
most ITiscompanies,
all about combination
the roleofofvarious things-or
"logistics" value of content isismost
"fulfillment" key.important
as the people who are searching online have to be provided with the information which is
relevant& they can use. If one succeeds in doing this rest of the sales follow.

Nowadays, the ability to respond to customer needs is a decisive factor. The winner is the
business that immediately satisfies the customer's needs. Integrated logistics can serve as
an effective tool for success in today's competitive business environment.

The goal of logistics management is to reduce inventory holding costs and improve
profits while increasing customer satisfaction

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 TABLE OF CONTENT (INDEX)

S.NO PARTICULAR Page no

1 Certi cate

2 Declaration

3 Internal Guide Certi cate

4 Ackowledgement

5 Executive Summary

1 INDUSTRY OVERVIEW

1A Introduction

1B Top 10 Company’s of industry

1C Top 10 company mission and vision

2 Company Overview

3 Topic Overview

3A Introduction

3B Marketing strategy

3C Customers satisfaction

4 Literature Review

5 Research Methodology

6 Importance and limitations

7 Data Analysis

8 Findings, suggestion & Conclusion

9 Bibliography
fi
fi
"Industry Overview” & "Company overview"

Logistics Industry

(Courier services)

What is Logistics :

Logistics is overall process of managing transportation way and store all product and
transported to final place. Logistics company’s work is take product from specific place
and deliver this product to specific area depend on customers area.

Indian Courier, Express, Parcel :

Rear, Express and Parcel (CEP) refers to the collection of services that involve the
delivery of various goods and products to locations by land, air or water.
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Our service logistics is all about the right product to the right place at the right time, to
keep your performance running easily so you never let your customers down.

If you need supply chain flexibility to meet your critical performance demands so you
need to follow our four principals.

A powerful connected framework (24*7)

Control of network

Modernization & Technology

Standardization

The market for courier, express and parcel (CEP) in India is projected to increase at a
compounded annual increase rat of over 10.5% because of increase in the e-commerce
segment, high internet entrance among people, and latest technology innovation &
creativity

Logistics company’s , especially in the CEP business, must be thoughtful in terms of

technology investments that may otherwise disrupt the business. The preface of Goods
and Services Tax (GST) in the country has likewise strongly affected the online/e-
commerce logistics market as all indirect taxes have been combined into one. It allows
logistics companies to facilitate the movement of products within the country.

When you start coordinating with logistics company what are the things you need to think
about before choosing a shipping service company ? A large number of orders can be

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placed, but success can only be measured by order completion and customer satisfaction.
After the order is placed, the new logistics system switches into high gear to ensure that
the product parcel makes its journey by sea, road or air to its final place.

List of top 10 best Fastest & Satisfied courier service provider

companies in India :
 The global courier services market is experiencing significant increment and will increase
significantly in the next few years. Courier service is a device used to deliver messages,
parcels, goods, mail, etc. from one place to another. The courier company offers delivery
convenience in the neighborhood or universal areas. Courier services are recognized by
their tracking features, speed, security, shipping method, etc. Courier service is an
necessary requirement for individuals or organizations who sell items on the web and
need a delivery solution to send many packages. Courier services use courier software
services to provide electronic tracking details and electronic delivery confirmation.
Courier services are generally expensive compared to regular postal services.

All top 10 company’s market segment as under . how to work at different segment

Product segment like Courier, Parcels, Express. Business segment is B2B, B2C, C2C.

All delivery destinations is Domestic & International supply.

B2B Delivery:

Business to business delivery it means With increasing competition in business, you

sometimes have to look for new ways to get ahead of the competition, whether that
means reducing waste in part of your supply chain, redesigning some of your business
processes, or even innovating new products or services. B2B delivery is one such area
where modern businesses could think of new ways to optimize or make more efficient
use of existing processes.

B2C Delivery :

Business to customer competency simply means where products are delivered directly to
the end customer place. B2C Fulfillment is about providing the best last-mile delivery

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experience to consumers. B2C is less complex and quite simpler compared to B2B
delivery, as we generally deal with small packages, standardized prices and low shipping
costs.

All top 10 courier services company’s Mission:

We will create historical landmark forming a strong edifice for the future overcoming all
obstacles pro actively as our personal responsibility and commitment to crate delight for
the customer with impeccable personalized services. Expedited Courier Group is
committed to providing its customers with premium courier services 24/7 at reasonable
rates on a consistent basis. We enable our customers to thrive by delivering their products
on time and professionally. We will constantly strive to exceed our customers'
expectations by providing superior solutions to their needs.

All top 10 courier services company’s Vision:

To be a leader in service quality. Striving towards global market share whilst maintaining
dominance in the domestic market through good & excellent customer service.

All top 10 courier services company’s Value :

Focus on the customer. We treat every customer as our only customer. We strive to
exceed customer expectation. We anticipate situations. We always fulfill commitments
with a sense of urgency. We proactively review our practices for the benefit of our
customers and our company.

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 A. Introduction of Company

South Asia's premier express air and integrated transport and distribution company,
offering safe and reliable delivery of goods to over 35,000 destinations in India. As part
of the Post - E-Commerce - Parcel (PeP) division of the DPDHL Group (DHL Express,
DHL Global Forwarding and DHL Supply Chain), TRACKON COURIER accesses the biggest and
most comprehensive express and logistics network worldwide, serving more than 220
countries and covering regions

The TRACKON COURIER company is a one type of logistics transportation company. The company
provides a satisfactory delivery to customers. Company ‘s work take product from
specific place and deliver this product to specific area depend on customer’s area. This
company have a own transportation tools for delivering product. TRACKON COURIER Express Ltd,
became the first express company inindia to achieve an ISO 9001 Certification and
provide its website on internet. This company’ main beneficial thing is insurance that is
different from other transportation company. When any person deliver the product

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through TRACKON COURIER express so company provide a insurance cover to customer for products
protection.

B. History of Company:

Trade name:- TRACKON COURIER Express Co.

Type of Co:- Private Limited

Industry:- Courier, Parcel, Express.

Establishment:- 2004.

Founder /Owner :- Prabhat Kumar Anand

Main Office / quarter :- Naraina, New Delhi, India

Services:- Deliver of product, Express mailing , Third person logistics.

Parents of the company:- XPRESSEES

TRACKON COURIER is a logistics company. They provide product delivery, Express mail, Third
person logistics. In 2004, TRACKON COURIER entered into a business and in 2022 ,

Epressbees invested in it.

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Turnover of Company:

o The company reported a profit after tax of ₹ 89.48 crore for the quarter ended 30
September 2021 (the corresponding quarter of the previous year was ₹ 41.39
crore); Operating revenue for the quarter ended 30 September 2021 was
₹1,123.57 crore.

Compny’s logo

Trackon Couriers (Head Office), Naraina Industrial Area, Block B, Naraina Industrial Area Phase 1,
Naraina, Delhi .

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 C. Mission of the Company:

To provide our customers with the highest quality service by continuously improving cost
efficiency and meeting delivery deadlines. To encourage our employees to constantly
strive for quality and excellence in everything they do. Foster teamwork and create a
work environment that fosters talent and brings out the best in our employees. We are
committed to developing and rewarding our people who, through high quality and
professional service and the use of sophisticated technology, profitably meet and exceed
customer and stakeholder expectations.

D. Vision of the Company:

To be best and set pace in the air express integrated transportation and distribution
industry, with a business and human conscience. And ensure continued excellence in
customer-centric delivery capabilities.

E. Quality Policy of the Company:

We are committed to provide quality logistics services consistently at reasonable price

and to continually improve the same to achieve customer delight on a sustainable basis.

F. SWOT Analysis of the Company:

Strengths:

Strengths are the benefits of a company has over its competitors. Let's take a look at
some strengths of TRACKON COURIER co.

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 Branding - TRACKON COURIER has a strong brand image and brand value.
.
Advanced Technology - It has smart truck technology with “smart” pickup and
route planning technologies
Extensive Network - TRACKON COURIER has the most extensive domestic network
covering over 21,000 locations

Weaknesses:

Weaknesses are factors that need to be worked on to make the company stronger.

Less Visibility - TRACKON COURIER is less well known when compared to higher level
global players. They need to work on building their brand awareness by focusing
on their marketing.
Lack of proper training - Lack of training for couriers and delivery people who
face the customer directly is a problem as they are the face of the company.
They highly depend on economic scenario
There is a heavy work load

Opportunities:

Opportunities are external factors that can strengthen a company if they are seized at the
right time and worked on correctly .

The existing infrastructure can be utilize for a larger capacity

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 Global Expansion – Trackon courier can expand globally and focus on better
penetration.
Diversification – There is an increase in logistics in the rural areas of India, the
company can expand its services to villages and rural areas.
Increase in Trade - The increase in trade in the production of goods worldwide
will lead to an increase in the transportation of goods, which will lead to an
increase in the business of TRACKON COURIER.
Company officials have been studying location across the country for identifying
various investment destinations

Threats:

Threats are potential harms that can affect the company if not addressed properly as soon
as possible.

Significantly affect their profit.

Political situation – Bad economic situation and politics related scenario
Fuel Prices – Rising fuel prices are a serious threat to the company as its entire
business depends on fuel and road transport.
Different Regulations – The set of rules and regulations varies from country to
country, leading to delays in operations and deliveries.

TRACKON COURIER is a growing company with a great distribution network around the
India.

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 H. Services of TRACKON COURIER company:

Regional Service:

TRACKON COURIER offers the fastest and most reliable door-to-door express delivery of your
documents and parcels to countries via Regional Priority. The services offer access to
over 20,700 locations in India.

Document Priority: The most reliable and secure delivery for durable, critical and
important shipments such as legal documents and offers. And a cover for documents up to
500g.

Domestic Priority:

Over 20700 location in India. Free pick up from customers place. Real time tracking.
Free computerized proof of delivery .

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Normal service(Air)

It is door to door delivery in India of shipment. It is the fastest and most

efficient delivery solution for commercial shipments.

Broad market research

Information in real time

Flexibility

Economical

Normal Service (Surface)

It is a cost-effective door-to-door ground distribution service in India for

shipments above 3KG.

Track your shipment

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Safe shipment

Prime Service

It is the most fastest courier service offered from track courier.

Fast delivery

Delivery confirmation

Free pickup

International Service:

It is offered for international shipments

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Chapter :- 2

"Topic Overview"

A. Introduction of Topic:

( Understanding the Marketing Strategies & Customer Satisfaction Towards )

What is Marketing Strategies:

Marketing strategy is very important for the development of any business. Without it, the
company's efforts to attract customers are haphazard and ineffective. The main focus of
your strategy must be to ensure that your services meet the consumer's demand and also
to maintain a long-term relationship with these customers.

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“A marketing strategy is a set of specific ideas and actions that outline and guide
decisions about the best or chosen way to create, distribute, promote, and price a product
or service.”

Marketing strategy is a process that can allow an organization to concentrate its limited
resources on the greatest opportunities to increase delivery and achieve a sustainable
competitive advantage.

Setting the promotion mix of delivery services:

Advertising:

Advertising is aimed at attracting the masses to appeal to a large number of people at

once. Advertising is one of the most important tools of promotion that had various ways
of advertising in advertising through billboards and media are often used by some of the
business entities.

Public Relations:

Highly trusted; very believable; Many forms: newspaper articles, news, events and
sponsorships, etc. Through other forms of promotion, it reaches many lost prospects;
Dramatizes a company or product; Often the most underutilized elements in the
promotional mix; Relatively cheap.

Direct Marketing:

Many Forms: Telephone marketing, direct mail, online marketing, etc. Four distinctive
characteristics: Nonpublic, Immediate, Customized, Interactive.

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I. Marketing mix:

Product:

TRACKON COURIER is a leading courier and logistics company that ensures timely delivery of
goods. TRACKON COURIER promises secure delivery through a developed tracking system that has a
unique code that can be tracked online for the current location of the shipment. The
service offerings within the marketing mix product strategy can be explained as follows:

Internal Urgency: Premium service from TRACKON COURIER, these are packages that need to be
delivered quickly, so please use aviation mode for delivery. These are charged higher
fees.

Line service: These are products that do not require much time constraint, although they
need transportation with minimal cost. Therefore, they are transmitted through road
services. This is a TRACKON COURIER economy service.

Dart Apex: These are packs that consist of a mix of ground and air deliveries, depending
on which reaches faster. These are moderately expensive services.

Other services also include a smart mailbox service. International services covering all
countries around the world are now managed by DHL.

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 People:

For service companies, the company's greatest strength lies in its people. Only quality
service can ensure that customers return to it. Therefore, Trackon courier provides its
employees with various training and incentives for better performance. Since service is of
the utmost importance to the company, rewards and ratings are based on the level of
service achieved by participating carriers. This also ensures that the company has
satisfied customers, which affects sales. The sales team is also motivated to provide leads
and opportunities for expansion. They have a specific goal to be achieved during the
given period. To realize the importance of their works, these people are referred to as
'soldiers'. The company's HR management is very effective. Clearly, the company has
been ranked among the 15 best places to work. A dedicated and efficient HR team is also
one of the main reasons for the company's success.

Promotion:

Being a service provider, TRACKON COURIER's main promotion, provides customers with a good
experience so they can rely on the services offered. In addition, promotional activities are
basically about brand awareness. With growing positive word of mouth that is only
possible through reliable services, this is a major promotional tactic for Trackon courier.
Various advertisements are placed in magazines and newspapers to make the brand more
visible. Online ads include YouTube channels and social media. The slogan is "Solutions
for peace of mind", which affects the reliability and trustworthiness of the position among
users about the brand. In addition, there are various methods of covert marketing, such as

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appearing in advertisements of e-commerce companies or through films and televisions
that offer exposure to the company.

Price:

TRACKON COURIER has an efficient logistics system and uses a competitive pricing strategy in its
marketing mix to serve its customers. Based on location, i.e. distance, package size and
handling costs, the prices charged are similar to market prices. Apart from simple pricing
and market, the company also charges premium prices depending on the criticality of the
product, short delivery time or even depending on unique locations. TRACKON COURIER's service
prices are therefore based on the type of products, which may be electronic goods that
require high care and therefore high packaging costs that translate into multiple charges
or time-sensitive: Products that are to be delivered in a short time and high value is
charged more, for providing a more reliable service. Although product pricing is done
according to the need for services, it is not entirely variable pricing, but rather a
standardized pricing policy where the amount to be charged is determined for each case.

Place:

Trackon courier is headquartered in Delhi, with major hubs in 6 major cities in India
including Mumbai and Delhi. It covers the whole of South Asia with a very compact

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service in more than 13 thousand locations. Door-to-door delivery is intended for
individual customers who want packages sent to relatives or friends. The price for such
depends on the size of the package, although it is lower than for business shipments. Trackon
Courier also offers services to businesses and organizations in the transportation of supplies
and logistics for their operations. Here they only work from the door to the airport or vice
versa. With the advent of online shopping, the importance of delivery systems has
increased. Many e-commerce sites have tie-ups with these companies for cheap delivery
options as they require frequent deliveries.

Process:

In its process, TRACKON COURIER focuses on being efficient in terms of service availability, ability
to manage packages and logistics, and on-time deliveries that offer companies confidence
and reliability. Customers will only choose a service if it offers a wide range of delivery
options. TRACKON COURIER services many areas in India and now beyond through. Efficient
logistics management, though efficient packaging that includes the intersection of cost
and quality, is a major differentiator for TRACKON COURIER. Due to efficient logistics management,
it has gained a lot of trust from its customers and at the same time generates profitable
revenue from its operations. Depending on criticality, customers are charged different
prices. Loyalty is also maintained if these premium prices match the quality of service,
i.e. on-time delivery is always promised and offered by TRACKON COURIER. The downstream
process is the Star Model. Delivery follows the Hub-star model, where all parcels are
delivered to a hub and then transported to nearby locations. So TRACKON COURIER focuses on
providing safe and cost-effective services that are reliable for customers.

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II. Segmentation, Targeting, and Positioning Strategy

Segmentation:

Segmentation helps to understand the different groups of customer groups and their
different characteristics in the population. The Trackon courier arrow uses a geographic
segmentation strategy.

Focus on the company

Increasing competitiveness

Market expansion

Customer retention

Targeting:

Deciding on a targeting strategy is the next step from performing segmentation. Where
segmentation segments the entire market, targeting only tracks individual segments.
Targeting then creates plans to acquire customers in that segment. Targeting is essentially
a subset of segmentation.

Life time value of service .

Gap analysis of current market

Positioning:

It has positioned itself as the leading courier and integrated air express package
distribution company in South Asia. The company uses a positioning strategy based on
values and benefits for users.

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Perceived quality is the quality of a package or service as perceived by the consumer . It

is a subjective criterion and may not match the actual or objective quality that is based on
data such as package, delivery service. TRACKON COURIER provide satisfied delivery to customer.

Customer Expectation:

Customer expectations are what customers predict will happen if they use a package or
service. Before making a purchase decision, customers collect and Interpretation package
information that influences how they scene the package and its service. TRACKON COURIER provide
on time delivery.

Perceived Value:

Perceived value is a customer's evaluation of the merits of a package or delivery and its
competence to meet their needs and expectations, especially in compare to others.

Customer Complaints:

When Trackon courier deliver customer’s parcel. So they need to identify the customers
Complaints. Like delivery timing, communication, proof of parcel.

Customer loyalty:

Customer loyalty is a measure of a customer's likelihood of repeat business with a

company or brand. It is the result of customer satisfaction, positive customer experience
and the overall value of the packages or services that the customer receives from the
company.

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iii. Customer satisfaction process

Customer
follow up
Face to Face
Dealing

Customer
Feedback

Customer

Survey

iv. Monitoring tool of Customer Satisfaction:

Customer Satisfaction survey:

Those good customer satisfaction surveys. When sent to various touchpoints, they not
only show you care, but help you clearly state what needs to change to improve the
customer experience. Survey Monkey is a top online survey tool. It's used to create
surveys for just about anything, which makes it a pretty flexible tool—though it can still
be pretty basic. I mean, the free version doesn't give you a lot of customization flexibility,
but it's still pretty good for one-off surveys.

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Online Customer Communities:

Online communities like the ones you can create with Community Cloud allow your
customers to talk to other customers, provide package feedback, and share their opinions
about your package or service. They enable your customers to find their own solutions
and help each other – giving them full control over their customer support experience.
Additionally, Trackon courier can monitor the community to improve your packages and
customer service

Social Media:

social media is an essential tool for all businesses regardless of your size. But they have
to actively take care of it! According to Salesforce, these days "an inactive social media
profile is the online version of an empty store." You need to build a social media presence
and use it every day to interact with your customers, post useful content, and promptly
respond to their questions or concerns.

Use social media for customers complaints solution

Use social media for getting good feedback

Use social media for highlighted customer

SMS service:

If your customer has chosen (very important!) to receive SMS text support, you can
provide them with tracking information for their shipment or conveniently close customer
service cases via mobile phone. It is much faster and easier, because SMS messages reach
the customer immediately.

Mobile Apps:

Nowadays, we all use our Smartphones to shop. According to Salesforce, 50% of mobile
users choose to use a customer service app to solve their problem before jumping on the
phone. This is because the apps are completely optimized for mobile use and provide
quick and easy usage.

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Live Chat:

A live chat option like the one offered in Salesforce Service Cloud is another great tool to
give your customers a better experience. They are fast, familiar (we all use Facebook
messenger or Whatsapp) and easy to use. You can embed a chat box on your website that
will pop up asking if your customer has any questions or problems about your package or
shipment service. Then one of your customer service representatives will receive a
notification to offer the customer the help they requested.

v. Customer Satisfaction Benchmark:

TRACKON COURIER provide a satisfied shipment of parcel to consumer. You are upset that you do
not know the status of the submitted documents. You will end up calling the courier
service and asking them when the 'Proof of Delivery' (POD) will arrive as you need to be
sure that everything that was sent has arrived at its destination. Now TRACKON COURIER Express
Ltd promises to cure you of these conventional troubles .

This means that TRACKON COURIER professionals will monitor the exact status of their clients'
various shipments every day, especially air cargo services, which is one of the main
offerings where the company generates significant volumes of business. In this field, the
company may encounter imperatives such as flight delays due to bad weather conditions
or other special circumstances that may lead to significant concerns and worries among
the target customers. Rather, this is because the delivery of these shipments would be
essential to the efficient operation of their own independent end businesses. In such cases,
the team within the company will monitor the specific geographical areas where they are
located. the problem persists through the internal technology tool and other aligned
systems that have been initiated by the enterprise. The company will also personally
communicate with customers and explain the exact reasons for the delay along with when
the cargo will be delivered.

The company has also created key account teams that are made up of professionals from
different business functions. This would include IT and marketing professionals to name
a few.

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In addition, the moment the company discovers that there are certain areas where
customer service delivery is not in line with the standards set by the organization, the
whole team gets down to analyzing the problem. This is done to determine where exactly
the company needs to move forward.

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Chapter :- 3

"Literature Review"

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 INTRODUCTION

Literature is defined as books and other written works, especially those of creative or
artistic value or lasting value. literature, a set of written works. This name is traditionally
used for those imaginative poetry and prose that are distinguished by the intentions of
their authors and the perceived aesthetic perfection of their execution .

Literature is a permanent expression of some thought or feeling or idea about life and the
world. Permanence… Universality, Eternity, Timelessness, Some Universal
Characteristics of Literature

1. Drucker 1973: “ Stratagic marketing as seen as predicting future trends in the

business area of interest to the enterprise, and participating on setting goals and
formulating corporate and business unit strategies. The selection of market target
strategies for the product market in each business unit, the establishment of
marketing objectives, as well as the development, implementation and
management of marketing program positioning strategies in order to meet the
needs of the target market”.

2. Baker 1984: “ The establishment of the goal or purpose of a strategic business

unit and the means by which it is to be achieved through management of the
marketing function. Simply put, a business strategy is a clear set of plans, actions,
and goals that outline how a business will compete in a specific market or markets
with a product or number of products or services. Business strategy is a
combination of decisions or practices that help management achieve business
goals and secure a competitive position in the marketplace. It becomes the road
map that guides the organization to growth and profitability.

3. Cravens 1986: “Understanding the strategic situation an organization faces is a

fundamental starting point in creating a marketing strategy. An insightful
assessment of organizational capabilities, competitor strengths and weaknesses,

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 environmental threats, and customer needs points to important guidelines for
strategy design. Michelin's experience demonstrates the importance of evaluating
competitors, understanding buyer preferences and monitoring environmental
threats when formulating a marketing strategy. Business Horizons / September-
October 1986”.

4. Hart & Stapleton 1977: “A statement in very general terms of how the marketing
objectives is to be achieved, e.g. acquiring becomes the basis of the marketing
plan. Marketing objectives are actionable goals designed to provide not only
overall direction but also clear and specific actions. They are specific, measurable,
achievable, relevant and time-based. The most effective marketing strategies are
those that are targeted to a specific audience, focused on key benefits based on the
audience's perspective and interests, and delivered at the appropriate time”.

5. Walker, Boyd, Larreche 1992: “The primary purpose of a marketing strategy is to

effectively allocate, we use to distinguish between strategic marketing and
operational marketing, depending on long-term or short-term goals. Strategic
marketing begins with considerations of the company's current situation and
situational analysis and possible development of the offered product line. Then
firms look for competitive advantage and synergy and plan a well-integrated
program of marketing mix elements .

6. Novak & Simco 1991: “The supply chain management covers the flow of goods
from supplier trough manufacturer and distributor to the end-user. The Interaction
Lifecycle provides a comprehensive overview of the various stages of sourcing,
purchasing and managing a supplier relationship. With a clear view of the

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 lifecycle, actions such as changing suppliers or ending a supplier relationship are
already prepared during initial sourcing and negotiations”.

7. " Scott & Westbrook 1991: Supply chain is used to refer to the chain connecting

each element of the process from the raw material to the end customer. The supply
chain concept has become a challenge due to global competition and increasing
customer demand for value as companies seek to improve their industrial
performance in terms of cost, delay, adaptability, variety and traceability. So
information must be available in real time throughout the supply chain and this
cannot be achieved without an integrated supply chain management software
system. Supply chain members must collaborate and share information to improve
customer satisfaction”.

8. Jain 1993: “Marketing strategy is especially indicated by the marketing

objectives, customer and competitive perspectives and product/market momentum
from the basis of marketing strategy”. “ marketing strategy is developed at
the/business unit stage. Within a given environmental, marketing strategy deals
essentially with the interplay of three forces known as the strategic 3C’ s : the
customer, the competition and the corporation.
A good marketing strategy should be characterized by
Clear market definition
A good match between corporate strength and the needs of the market.
.

Marketing strategy, in terms of these key consitituents , must be defined as a n

endeavour by a corporation to differentiate itself positively from its competitor,
using its relative corporate strength to better satisfy customer needs in a given
environment setting.

Where to compete.

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 How to compete, that is, it requires a means for competing.
When to compete, that is, it requires timing of market entry.

“In its strategic role, marketing focuses in a business’s intentions in a market and
the means and timing of realizing those intentions. The strategic role of marketing is quite
different from marketing management which deals with developing, implementing and
directing program to achieve designated intentions. To clearly differentiate between
marketing management and marketing inits new role, a term –strategic marketing –has
been coined to represent the letter”.

9. Handfield & Nichols 1999: ‘ A supply chain encompasses all activities associated
with the flow and transformation of goods from the raw material stage, trough to
the end user, as well as the associated information flows. The purpose of this
study is to investigate the level of integration between supply chain members in
moving toward the adoption of sustainable supply chain management (SSCM). A
descriptive research design based on a cross-sectional survey was used to achieve
this objective”.

10. Das Prasun, 2009 : “The literature on customer satisfaction is extensive and
covers several fields such as marketing, management and accounting. For
example, a number of articles use the American Customer Satisfaction Index
(ACSI) to study customer satisfaction at the corporate, industry, and
macroeconomic levels. This paper focuses only on customer satisfaction studies
that are related to retail and does not review the literature that studies the design
of satisfaction survey instruments because there is no control over the survey
design. The basic tenet of this research stream is that higher service quality
improves customer satisfaction, which leads to better financial performance,
although the mechanisms by which this improvement occurs differ”.

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11. Oliver 1981 : “Describes in his study that customer satisfaction is a part marketing
and play a significant role in the market. Satisfaction in every organization
customer is more important because if your customer is satisfied with your
services or products, your market position will be good. In the old days, the
customer satisfaction was not very important and people did not focus on quality.
But now the daily competition is taught and the customer knows about all the
products and society because of education and learning environment and this is
the reason why every business is interested in correctly fulfilling the needs and
wishes of customers. For all types of business organizations, customer satisfaction
is the greatest important topic and considered the most reliable feedback for
excellence of any kind business organization”.

12. Zairi 2000: “Sense of pleasure and fulfillment of expectations is known as

satisfaction. If the product cannot satisfy the customer's feelings, they will be
dissatisfied, and if the product satisfies them after use, the customer will be
satisfied and become loyal to that product or brand. In other words, customer
satisfaction is about those goods or services that meet the customer's expectations
in terms of quality and quality the service he paid for. If customer satisfaction
develops, they will become loyal to the product or brand, and their loyalty will be
good for the company in terms of profit. Customer satisfaction is part of
marketing and plays an important role in the market. In any organization,
customer satisfaction is more important because if your customer is satisfied with
your services or products, your position in the market will be good”.

13. Kurniawan 2010 : “ Customer satisfaction can change over time; it is a dynamic
process. Individual perception of product or service performance leads to
customer satisfaction. In today's retail business, ensuring customer satisfaction by
providing the right products and services to the end users is a major concern for
the future growth of the organization. In this study, an attempt is made to find out

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 customer satisfaction while shopping in retail stores on the basis of customer
survey”.

14. Churchill 1982: customer satisfaction has an overall response to consumption

expectations with a product or service based on perception, evaluation and
psychological response. According to Kottler (2000), satisfaction is the sum of the
attributes of a product or service. Since the early 1970s, the volume of customer
satisfaction surveys has been impressive. They model the process for two types of
products, durable and non-durable goods and services.

15. Veloutsou 2005: “This distinction between tangible and intangible goods becomes
different drivers of customer satisfaction and should therefore be treated
separately and differently. Creating satisfied consumers has become one of the
most important priorities in management. In most definitions of the marketing
discipline and marketing orientation, consumer satisfaction is cited as a key
concern. This emphasis is likely to continue due to increasing globalization,
competition and the rise of relationship marketing”.

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 Chapter :- 4

“Research Methodology"

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Introduction:
A research methodology is a way of explaining how the researcher intends to
conduct his research. It is a logical, systematic plan to solve a research problem.
Methodology details the researcher's approach to research to ensure reliable and valid
results that match their aims and objectives.

A good research methodology always explains the procedure, objective and scope
of the research question. This leads to a well-organized approach based on rationality,
while a paper lacking it is often seen as a chaotic or disorganized approach.

Meaning :
Research methodology simply refers to the practical "how" of a given piece of
research. More specifically, it is how the researcher systematically designs the
study to ensure valid and reliable results that match the research objectives and
goals.

1. Needs of study:

The main purpose of study is to analysis Current Market Condition, Customer

Satisfaction and effective & efficient Marketing Strategies applicable to Logistic
Company. In connection to that, suggesting suitable measure to the company for
better improvement so that they reach heights and be the apex in logistics.

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2. Rational of the study:

Successful companies add value to customers by selling them the packages and
services they need at a price they can afford. These companies use marketing
strategies to adapt the products and services they provide to the needs of the
market.
The reason for using different marketing strategies is to better understand the
needs of the market and satisfy them completely.
Companies that develop effective marketing strategies achieve high sales volumes
at the required profit margins. Satisfied customers are your biggest advocates.
Their positive word of mouth lends your brand credibility, popularity and helps
attract new customers. This will save brands a lot of money that they would spend
on marketing and promotional campaigns to acquire new customers.

3. Statement on the problem:

A research problem titled “ Understanding The Marketing Strategies And

Customer Satisfaction Towards”.
.

4. Significance of problem:

Today most people want to get a good service of any shipment of courier.
Company need to provide satisfied service to customer through good marketing
strategies. Now a days customer satisfaction & marketing strategies useful part of
TRACKON COURIER Express.

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5. Formulation of problem

This document thoroughly elaborates on the problem that your product or your
service solves for your specific customers Customer satisfaction is one of the
most important problems of business organizations of all types, which is justified
by the philosophy of customer orientation.

6. Objective of study:

To understand Customer satisfaction level towards TRACKON COURIER Express.

To identify the problem if any in the field of customer satisfaction in the logistics
sector and to come out solution for the problem.
To examine the marketing strategies of TRACKON COURIER Express. To tackle the stiff
competition.
To study the current market condition, track the performance and lay down the
strategies for successful marketing of TRACKON COURIER Express.

7. Scope of the study:

This study is restricted to the logistics services offered by TRACKON COURIER Express.
The study provides the impact of the level of logistics service in the market.
The project determines the impact to show the customer satisfaction towards the
logistics service.
The project deals with measurement of service, and Marketing Strategies in Blue
Dart Express.

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 8. Research Design
(“Descriptive design”)

A research design forms a framework that helps in solving the research problem,
which is the collection, measurement and analysis of data. I used "Descriptive
Research" to collect data. So this study adoption understanding of marketing
strategies and customer satisfaction towards. Few types of design Descriptive,
Exploratory, Casual, Cross sectional, Longitudinal.

9. Source of data:
(Data Collection)
Data Collaction

Primary Secondary

Primary:
Questionnaire

Secondary:
Websites, Journals, Magazines, Articles, Books, Other sources.

Researcher use Primary data in this research:

Researchers collect primary data directly from primary sources utilizing methods
such as interviews, surveys, and experiments. I collect the data same as
researcher.

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 10. Sampling Plan:

Sample Design:

A sampling design is a Absolutely plan for to get a sample from a given

population

Sample size:

A substantial part of the target customer that is selected to achieve a reliable result
is 150.

Sampling method:

I used non-probability method for data collection from population members who
are easily available so that study of sample will give us proper information.

Sample technique:

Percentage analysis
Tabulation
Graphical

Sample tool:
Questionnaire:

Data analysis tool:

For tabular and graphical representation Microsoft excel & word used.

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 Sampling Unit
The sampling unit carried out in this study is based on the walk in customer.

11. Importance & Limitations:

Important
To being with, as part of the curriculum a “Project work & Report” program was
to be conducted for a period of 4 weeks.
As my interest and curiosity was in marketing Strategies in Logistics, I choose to
work with an one of the India’s Largest Logistic company named TRACKON COURIER
Express.
I choose TRACKON COURIER Express company because with this company I can explore
myself Because, of its Brand Name.
The Marketing Strategy is a very essential to the growth of the company along
with the study of Customer Satisfaction. Due to this Project and Report, I have
learnt every aspect of marketing Strategies, Customer Expectation and Logistics
Process.

Limitation

Almost all companies maintain some degree of secrecy. There was a reluctance to
provide information and feedback on company strategies and even financial data
to outsiders.
To overcome this deficiency, information from secondary sources was required.
These sources have been checked to ensure their authenticity is not
misrepresented. The number of visits was made to procure one appointment.
Since only some samples were taken for the study, generalizations made to the
entire population may not be true.

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The study is aimed at small businesses and therefore adoption of Trackon courier
Express by businesses and individuals was not included in the study as they are
the main source of revenue for TRACKON COURIER Express.
But I have made an honest effort to make this project useful to everyone who
reads it.

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Chapter :- 5
“Data Analysis & Interpretation"

1. Age:
A) 15-25 B) 25-35
C) 35-45 D) 45-55

Table no. 1

Particular Respondents
15-25 40
25-35 55
35-45 40
45-55 15
Total 150

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Chart no.1

Age
15-25 25-35 35-45 45-55

26.67%

10.00%
26.67%

36.67%

Interpretation:
According to the analysis, most of the respondents are in the age between 25-35 and 27%
or the respondents are under 15-25 & 35-45 years of age, and 10% are under 45-55.

2. Gender:
A) Male B) Female

Table no. 2

Particular Respondents
Male 105
Female 45
Total 150

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Chart no.2

Gender
male female
30.00%

70.00%

Interpretation:
According to the analysis done by the researcher, most of the respondents are male and
30% respondents are female.

3. Marital status:
A) Single B) Married

Table no. 3

Particular Respondents
Single 85
Married 65
Total 150

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Chart no. 3
Marital status
single married

43.33%

56.67%

Interpretation:
According to the analysis done by the researcher, most respondents are single and 43%
respondents are married

4. Occupation:

A) Self employed B) Salaried

C) Agriculture D) Other

Table no.4

Particular Respondents
Self employed 50
Salaried 45
Agriculture 40
Other 15
Total 150

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Chart no. 4

Occupation
self emploed salaried agriculture other

10.00% 33.33%

26.67%

30.00%

Interpretation:
According to the analysis done by the researcher, most of the respondents occupation are
self business, 30% are of salaried, 27% are of agriculture, and 10% are of other.

5. Education:

A) Primary B) Secondary

C) Graduate D) Postgraduate

Table no. 5
Particular Respondents
Primary 35
Secondary 25
Graduate 50
Postgraduate 40
Total 150

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Chart no. 5

Education
primary secondary graduate postgraduate
26.67% 23.33%

16.67%

33.33%

Interpretation:
According to the analysis done by researcher, most of the respondents education are
graduated, 27% respondents are postgraduate, 23% respondents are primary educated,
and 17% respondents are secondary educated.

6. How did come to know about TRACKON COURIER Express?

A) Friends B) Relatives

C) Advertisement D) Others

Table no. 6

Particular Respondents
Friends 56
Relatives 17
Advertisement 28
Other 49
Total 150

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Chart no. 6

How did comet know about TRACKON COURIER Express

friends relatives
advertisement other

32.67% 37.33%

11.33%

18.67%

Interpretation:
According to the analysis, respondents got to know about the TRACKON COURIER Express through
many aspects, in this study 37% of them got to know through friends, 11% got to know
through relatives, 33% of them through advertisement and 19% of them through other
means.
7. How often you use Logistics service?
A) Daily B) Monthly

C) Weekly D) As and when necessary

Table no. 7

Particular Respondents
Daily 25
Monthly 47
Weekly 37
As & when necessary 41
Total 150

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How often you use Logistics service

daily monthly
weekly as & when necessary

27.33% 16.67%

24.67% 31.33%

Interpretation:

According to the analysis, 31% of respondents use logistics service on monthly basis,
27% of respondents use on a as and when necessary basis, 25% of respondents use on a
weekly basis and 17% daily.

8. Compared to other logistics service do you feel Trackon courier’s charges are
reasonable?

A) Yes B) No

Table no. 8

Particular Respondents
Yes 123
No 27
Total 150
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Chart no. 8

Compared to other logistics service do you feel TRACKON COURIER’s charges are reasonable

yes no

18.00%

82.00%

Interpretation :

According to the analysis done by researcher, 82% of the respondents feel TRACKON COURIER Ltd
charges are reasonable and 18% of the respondents feel not reasonable.

9. Any time in the past parcel was missed and not delivered to you?
A) Yes B) No

Table no. 9

Particular Respondents
Yes 25
No 125
Total 150

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Chart no. 9

Any time in the past parcel was missed and not delivered to you
yes no

16.67%

83.33%

Interpretation :

According to the analysis, 83% are the respondents don’t feel that in past the parcel was
no missed or not delivered to the respondents.

10. If yes how frequently it has happened?

A) Once in a week B) Once in a month

C) Once in a quarter D) Once in a year

Table no. 10

Particular Respondents
Once in a week 0
Once in a month 2
Once in a quarter 5
Once in a year 18
Total 25
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Chart no. 10

If yes how frequently it has happened

once in a week once in a month
once in a quarter once in a year

8.00% 20.00%

72.00%

Interpretation :

According to the analysis, 25 respondents have told yes, out of which 18 people told it
happens once a year.

11. How long TRACKON COURIER Logistic service took rectify your complaints?
A) One day B) Two day

C) One week D) Other

Table no. 11

Particular Respondents
One day 103
Two day 13
One week 29
Other 5
Total 150

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Chart no. 11

How long TRACKON COURIER Logistic service took rectify your complaints

one day two day one week other

19.33%
3.33%

8.67%

68.67%

Interpretation :

According to the analysis, 103 respondents told it will take one day, 13 respondents told
it will take two days, 29 respondents told it will take one week and 5 respondents told
other.

12. How do your rate the behavior of the TRACKON COURIER Express?

A) Excellent B) Very good

C) Average D) Poor

Table no. 12

Particular Respondents
Excellent 112
Very good 23
Average 10
Poor 5
Total 150
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Chart no. 12

How do your rate the behavior of the TRACKON COURIER

excellent very good average poor

15.33% 6.67%3.33%

74.67%

Interpretation :

According to the analysis, 112 respondents told the behavior of TRACKON COURIER staffs are
excellent, 23 respondents told the behavior was very good, 10 respondents told average
and 5 told it was poor.

13. Does TRACKON COURIER handle the customer complaints immediately?

A) Yes B) No

Table no. 13

Particular Respondents
Yes 137
No 13
Total 150

Chart no. 13

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Does TRACKON COURIER handle the customer complaints immediately

yes no

8.67%

91.33%

Interpretation :

According to the analysis, 137 respondents told that TRACKON COURIER handle the customer
complaints immediately and 13 respondents told no.

14. What is your overall satisfaction level of TRACKON COURIER Express?

A) Highly satisfied B) Satisfied

C) Not satisfied

Table no. 14

Particular Respondents
Highly satisfied 101
Satisfied 41
Not satisfied 8
Total 150
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Chart no. 14

What is your overall satisfaction level of TRACKON COURIER Express

highly satisfied satisfied not satisfied

27.33% 5.33%

67.33%

Interpretation :

According to the analysis, 101 respondents told they are highly satisfied with the service,
41 respondents told they are satisfied and 8 respondents told they are not satisfied.

15. What made you use TRACKON COURIER Express?

A) Cost B) Time

C) Quality D) Service

D) All

Table no. 15

Particular Respondents
Cost 6
Time 5
Quality 7
Service 8

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All 124
Total 150

Chart no. 15

What made you use TRACKON COURIER Express

cost time quality service all

4.00%3.33%
4.67%
5.33%

82.67%

Interpretation :

According to the analysis, almost all the respondents made use of cost, time, Quality and
services in TRACKON COURIER Ltd.

16. How would you rate TRACKON COURIER in terms of price?

A) Excellent B) Very good
C) Average D) Poor

Table no. 16

Particular Respondents
Excellent 48
Very good 83
Average 11
Poor 8
Total 150
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Chart no. 16

How would you rate TRACKON COURIER in terms of price

excellent very good average poor

32.00%
7.33%5.33%

55.33%

Interpretation :

According to the analysis, 56% of the respondents rate very good, 32% of the
respondents rate excellent, 7% of the average and 5% of the poor in terms of price in
TRACKON COURIER Ltd.

17. Is preference for customer satisfaction given by the organization?

A) Always B) Sometimes
C) Not at all given

Table no. 17

Particular Respondents
Always 122
Sometimes 20
Not at all given 8

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Total 150

Chart no. 17

Is preference for customer satisfaction given by the organization

always sometimes not at all given
13.33%
5.33%

81.33%

Interpretation :

According to the analysis, 81% respondents provide that the customers satisfaction is
given due importance at the future.

18. How you feel communication of delivery boy?

A) Very good B) Good
C) Fair D) Bad

Table no. 18

Particular Respondents
Very good 49
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Good 81
Fair 12
Bad 8
Total 150

Chart no. 18

How you feel communication of delivery boy

very good good fair bad

32.67%
8.00%5.33%

54.00%

Interpretation :

According to the analysis, 54% respondents are feel good communication of delivery
boy, 33% are feel very good, 8% are feel fair and 5% are feel bad.

19. Do future supply chain strategy have appropriate system of treatment to

customers complaints?

A) Agree B) Disagree

Table no. 19

Particular Respondents
Agree 139

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Disagree 11
Total 150

Chart no. 19

Do future supply chain strategy have appropriate system of treatment to customers complaints

agree disagree

7.33%

92.67%

Interpretation :

According to the analysis, 93% respondents are agree to future supply chain system of
treatment to complaints and 7% are not agree.

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 Chapter :- 6

"Findings, Suggetion and conclusion"

Findings:

Research show that of the respondents are not convenient with price offered by
the TRACKON COURIER courier service.
Most of the respondents are satisfied with the safety aspects of TRACKON COURIER courier
service of their parcels.
According to respondents TRACKON COURIER courier service quick & safe.
During the survey I found that the TRACKON COURIER booking points are near to the
respondents in Bhavnagar.

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 While making survey report I found that handling customers’ problem and
complaints in TRACKON COURIER office is good.
While making survey I found that TRACKON COURIER charging of price if little high
compare is others.
During the survey I was found behavior of the TRACKON COURIER staff with customer is
good.
I was found during the survey TRACKON COURIER takes the less time to rectify the missing
parcels.
Company’s all departments are computerized including Marketing, Finance, HR.
TRACKON COURIER Ltd. maintains its day to day transactions in the computer or records or
kept computerized that influences its business activity.
Communication is made through phone and internet facility.

Suggestions:

My suggestions:

The following suggestions should be considered in relation to the TRACKON COURIER.

The company needs to improve its existing services.

The company must introduce more advanced delivery tools and its employee.
The company should introduce its services on new routes as well.
The right combination of quality, working time and interpersonal relations should
correspond to the evaluation system, because each of them is equally important.

Conclusion:

Based on the overall study of the company, the market and financial position of
the company is sound. TRACKON COURIER is one of the national courier companies in the

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 world. The company has a very good brand image in the minds of customers.
And it markets its product under the brand name " TRACKON COURIER". The staff at Blue
Dart are hardworking and dedicated. The company has a growing profit and net
worth. The company has thus fared very well since its inception.
All departments play a vital role in any organization. The overall study that
appears in this company has kept the department well and effectively in
management. Its sections work efficiently. The total capacity of all departments is
well systematic.
During my studies, I gained not only theoretical knowledge but also practical
knowledge in this company. I came to the conclusion that all functions of the
department should have modern technology compared to other departments.
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 QUESTIONNAIRE

Name :
………………………………………………………………………………………………
…………

Age: 15-25 25-35 35-45 45-55

Gender: Male Female
Marital status: Single Married
Occupation: Self employed Salaried Agriculture Other
Education: Primary Secondary Graduate Postgraduate
How did comet know about TRACKON COURIER express?
Friends Relatives Advertisement Others
How often you use Logistics service?
Daily Monthly Weekly As and when
necessary
Compared to other logistics service do you feel TRACKON COURIER’s charges are reasonable?
Yes No
Any time in the past parcel was missed and not delivered to you?
Yes No
If yes how frequently it has happened?
Once in a week Once in a month Once in a quarter Once in a year

How long TRACKON COURIER Logistic service took rectify your complaints?
One day Two day One week Other
How do your rate the behavior of the TRACKON COURIER Express?

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Excellent Very good Average Poor

Does TRACKON COURIER handle the customer complaints immediately?
Yes No
What is your overall satisfaction level of TRACKON COURIER Express?
Highly satisfied Satisfied Not satisfied
What made you use TRACKON COURIER Express?
Cost Time Quality Service All
How would you rate TRACKON COURIER in terms of price?
Excellent Very good Average Poor
Is preference for customer satisfaction given by the organization?
Always Sometimes Not at all given
How you feel communication of delivery boy?
Very good Good Fair Bad
Do future supply chain strategy have appropriate system of treatment to customers
complaints?

Agree Disagree

Thank
You
Downloaded by Sumit Chahan (sumitchauhanmeri@gmail.com)
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