Comparative Study Of The Professional Courier Commerce Essay
The objectives of the research study was to know, to what extent the company is aware about their service effectiveness and also to know to what extend the customers are satisfaction with the company service, it was also to know whether the customers are satisfied with the company policies, and if they are satisfied then to what extent, and if they are dissatisfied why so. and accordingly to identify strengths of company and weaknesses where they lack in serving their customers. It was also to know which are the area where the company has to put more of its attention and to serve those areas in a better ways,. And also to identify the problem of the company and to recommend suggestion on the basis of that and finally to take the necessary measures on problem identified for the company resulting in the research study.
The survey carried out was random sample survey and the procedure followed for conducting survey was questionnaire method that is personally explaining the customer about questionnaire and getting them filled, targeting to total of 120 customers of both THE PROFESSIONAL COURIER and FIRST FLIGHT COURIER 6O of each company in three different location Mapusa Siolim, Arambol, Thivim, Pernem, Colvale and Panjim, survey was conducted with random customers of the company’s. Questionnaires were filled personally by the employees also personal interaction was made and views about those questions was taken, which gave idea about customer service effectiveness of both the companies.
Customer Service Effectiveness
“Customer Service Effectiveness is the process by which your organization delivers its services or products in a way that allows the customer to access them in the most efficient, fair, cost effective, and humanly satisfying and pleasurable manner possible.”
Customer service is a process, not a set of actions that might include greeting the customer, smiling, asking if you can help, etc.
Effective customer service is all about delivering the answers customers are seeking. How information is stored, augmented and organized will determine how effective any organization’s customer service efforts will be. The best knowledgebase technology allows the customer to guide the content, and structure of the knowledgebase, improve the level of service, and decrease the customer service representatives workload.
It recognize that different customers want to be treated in different ways. Not all customers are treated equal, and by going customer-by-customer, region-by-region and country-by-country, we build a custom suit that trades off efficiency and effectiveness, recognizing that we may actually eliminate 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 year of glory for the Directors of this company because it was the year in which they were united and ventured in to Courier Business was incorporated on 1st November 1987.
PROFESSIONAL COURIER gives employment to thousands of people. It has turned hundreds of ambitious aspiring youngsters to be the proud Managers of an elite company. Much more, it is today a Courier organization which is being looked upon by the others as a role model of what a courier should be.
Today PROFESSIONAL COURIER in India has 20 Regional Offices, over 2485 Offices, over 5000 Collection Centers and easily well over 25,000 destinations, where delivery is possible, by far, the biggest Courier Network in India.
FIRST FLIGHT COURIER
First Flight Couriers came into being on Monday, 17th November 1986. It all began with the setting up of three offices at Kolkata, Mumbai and Delhi.
The overwhelming response from customers, was not just a dream come true, but the fruits of an early realization and recognition of the tremendous potential that the Indian subcontinent offered in terms of market size.
It was the foresight and dynamism of the Founder Chairman and Managing Director, O.P.Saboo which created a spring board for the organization to catapult into what it is today – India’s Largest Domestic Courier Company.
930 First Flight 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 own International Offices
Serving over 220 countries globally
As a natural corollary to its growth endeavor, First Flight is in the process of setting up a large scale integrated Logistics Division to offer an entire gamut of Warehousing, Inventory Management, Supply Chain Services and Distribution Channels, thereby providing total end-to-end solutions to customers.
In keeping with times, First Flight continues to invest substantial effort in building a State-of-the-Art Super Information Technology highway.
First Flight’s commitment to corporate excellence and its yearning for making it a common household name opens floodgates of opportunities and challenges and to meet it head on, shall be the corner stone of its philosophy.
METHODOLOGY
RESEARCH
EXPLORATION
Qualitative design
The method used to measure customer service effectiveness was firstly I meet customers of both companies asked them open ended questions verbally personal interaction as doing pilot study the responses from all the customers was taken which resulted in the final questionnaire and the data was collected from the company employees, the result of study will contribute knowledge about service proved by the company and to known how far it is effective.
Pilot test: The qualitative research test was done with small sample size of 40 customers 20 of each courier service providing company. The questions were then framed based on their responses.
Research Plan: Once the problem was identified, I prepare structured questionnaire for collecting the information needed for the research. And then to analysis the data collected before making a conclusion.
OBJECTIVES
Was to know how effective is the companies service.
It was also to know the level at which the company 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 customers and questioning them with the help of structured questionnaires and which is filled by the customers personally in my presence.
Sampling size:
The total sample size is 120 for both companies 60 for each of a service providing company.
Sample plan: Random Sampling
Target audience: service taking customers of both companies THE PROFESSIONAL COURIER and FIRST FLIGHT.
NEED FOR STUDY
The main reason behind doing customer service effectiveness survey was to know how much the company is able to satisfy its customer as it was founded on discussing with the management of the professional courier and the first flight courier that the performance of the companies was coming down.
The reason for doing customer service effectiveness surveys was also to know as to what are those services which the customers Are accepting from the company and due to which the customers are not satisfied with the company service as a result the market share of the company is decreasing.
As an external consultant, my purpose in conducting survey with customers was to share information for the common good. It will be confidentiality and I will use the information to assist the company to make positive progress
SCOPE FOR CUSTOMER SERVICE EFFECTIVENESS SURVEY
Surveys will help company to measure and understand their customers attitude, opinions, motivation, and satisfaction.
Surveys and focus groups help the company to identify areas of customer satisfaction and dissatisfaction.
It is the terminology used to describe whether customers are happy and contented and fulfilling their desires and needs at work.
Surveys will help the company to measure and understand their training needs for the employees, and also if necessary to put more focused in a particular area were company lake in serving customers.
CUSTOMER SERVICE EFFECTIVENESS FOR
THE PROFESSIONALCOURIER(PROFESSIONAL COURIER) AND
FIRST FLIGHT COURUIER (FIRST FLIGHT)
Q1) HOW OFTEN YOU TAKE SERVICE FROM THIS COMPANY
(PROFESSIONAL COURIER) (FIRST FLIGHT)
The above graphs tells us the users of both the service and how orphan they use the service we can see that customers of PROFESSIONAL COURIER uses service more time than FIRST FLIGHT courier.
2)THE SERVICE DELIVERY DONE BY THE COMPANY
VS
(PROFESSIONAL COURIER) (FIRST FLIGHT)
In the above graph we can clearly see that compared to first flight courier the service delivery of the professional courier is better as more number of customers say it’s always no time were as no customers of professional courier say it’s never on time but some customers of first flight courier says it’s never on time.
3) PLEASE RATE 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 PROFESSIONAL COURIER)
3) PLEASE RATE 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 FIRST FLIGHT COURIER)
4) CONSIDER THE OVERALL KEY AREAS BELOW TELL US HOW IMPORTANT YOU COSIDER EACH AREA 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 PROFESSIONAL COURIER)
4) CONSIDER THE OVERALL KEY AREAS BELOW TELL US HOW IMPORTANT YOU COSIDER EACH AREA 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 FIRST FLIGHT COURIER)
5) THE LEVEL AT WHICH COMPANY TACKLE YOUR PROBLEM
VS
(PROFESSIONAL COURIER) (FIRST FLIGHT)
If we see in the above graph first flight 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 companies are equally good in tackling your problem.
6) FEES CHARGED BY THE COMPANY
VS
(PROFESSIONAL COURIER) (FIRST FLIGHT)
With regards to the charges charged for the service given by the companies more customers of both the companies feels that it is charged at reasonable price. There in comparison both the companies are in a same position.
7) IS COMPANY ABLE TO MEET YOUR REQUESTED COMPLITION TIME
VS
(PROFESSIONAL COURIER) (FIRST FLIGHT)
When it was question of whether the company is able to meet your requested time there were very few customers of both the companies who said it’s done always but were majority said rarely, sometimes, occasionally. But here while comparing we can say that professional courier is better because there are only 1 customer who said it’s not at all done on time but with the first flight courier 5customer said it’s not at all done on time.
8) SERVICE GIVEN WORTH THE MONEY YOU PAY
VS
(PROFESSIONAL COURIER) (FIRST FLIGHT)
When it was said that the service given by both the companies is worth the money you pay there was only 1 customer of PROFESSIONAL COURIER who was strongly along with 37 agreed but 7 customers of FIRST FLIGHT was strongly agree followed by 30 agree. Where we can conclude first flight courier is better than professional courier.
9) WHAT IS THE LEVEL OF EFFORTS YOU HAV TO PUT IN GETTING YOUR SERVICE DELIVERED
VS
(PROFESSIONAL COURIER) (FIRST FLIGHT)
In terms of efforts to be put in getting your service delivered the customers of both the companies have to put in more efforts as maximum of the customers of both the companies said they have to put more and lots of effort. So here we can conclude both the companies are week here.
10)SERVICE GIVEN TO YOU IS AS PER YOUR ACCEPTATION
VS
(PROFESSIONAL COURIER) (FIRST FLIGHT)
when it was said that the service is given to the customers as per their acceptation 44 customers of PROFESSIONAL COURIER was strongly agree and agree were else 37 customers of FIRST FLIGHT was strongly agree and agree. From this we can say that in comparison to FIRST FLIGHT the PROFESSIONAL COURIER is better in meeting the acceptation of the customers.
11) YOUR ORDER IS DELIVERED WHERE AND WHEN YOU REQUESTED IT
VS
(PROFESSIONAL COURIER) (FIRST FLIGHT)
In terms of order to be delivered where and when it is asked customers of both the companies looks like customers are satisfied with the this service of the company. But if you see gain many take a neutral stand. Where they are not included neither in agree situation nor disagree situation. Therefore compared to FIRST FLIGHT, the PROFESSIONAL COURIER is little bit in better position in term of accurate delivery.
12) HOW IS PROFESSIONAL COURIER SERVICE COMPARED WITH OTHER COURIER
VS
(PROFESSIONAL COURIER) (FIRST FLIGHT)
First it was whether the customers have used other courier service than what they are using now. All the customers said YES they have used. Were 30 customers of PROFESSIONAL COURIER and 31 customers of FIRST FLIGHT said its same. Where else 28 felt better and only 2 said worse of PROFESSIONAL COURIER. But of FIRST FLIGHT 25 said its same and 4 said its worse.
Here again we can conclude to some extent professional courier is better than first flight
13) HOW MANY TIMES IN LAST 6 MONTHS HAVE YOU USED THE PROFESSIONAL COURIER SERVICE
VS
(PROFESSIONAL COURIER) (FIRST FLIGHT)
In the above graph we can see how many times the customers have used the service in last 6 months. But there are not much customers who have used this service 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) (FIRST FLIGHT)
When it was asked whether the customer of the company will use the service in future again almost equal number of customer of both the companies said definitely would. But there were some of both the companies who said probably not and definitely not.
And also with the reasons as the common answers are written down as positive once and negative once.
For the professional courier user it was asked why would you recommend using the service and the answers were in positive as well as in negative
POSITIVE (yes)
Due to better quality of service.
They reach on time always.
Good at handling problem faced.
Have good safety delivery.
Delivery is always done on time.
Parcel is accurately delivered were it is asked.
Easy in using.
It is faster.
NEGATIVE (no)
Late in delivery.
Not very good service in terms of quality.
Few collection centre in Goa.
For the first flight courier user it was asked why would you recommend using the service and the answers were in positive as well as in negative
POSITIVE (yes)
Quick service
Good Quality service
Delivery is done timely and to the place
Good at handling customer problems
Because of reasonable price
NEGATIVE (no)
Delay in delivery
Not good at handling situation
No pick up service.
Less collection centre
what you have to say about the delivery done 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 good delivery boy’s for on field service.
Negative
Not done on time (sometimes).
Poor delivery in north India.
lack of delivery boy’s in north Goa.
FIRST FLIGHT
Positive
More trusty and more faster
Punctual in their delivery
Its delivered when its asked
Easy and comfortable
Negative
Don’t provide service on time.
Average delivery
Parcel damage delivery
(These are some of the common answers given by all the customers)
Here are some of the suggestions to The Professional Courier.
They should concentrate more on timely delivery
They should put more attention in solving the queries of the customers
should also focused on pick up documents from the customers.
Try to be more faster and accurate in giving the delivery.
Improve parcel packaging.
Try and come up with the possible collection centers across Goa.
Add the delivery boy’s in doing the delivery so that it can be done faster.
Here are some of the suggestions to First Flight Courier.
Put more efforts in doing delivery on time
Try and put more time solving customers problem so that all customers are satisfied with this service.
See that they put more focus on doing delivery on the within requested time.
Company should add up more employees on field doing service delivery, so that it can be done faster and documents will not be pending.
ANALYSIS
FINDINGS
Customers have to put more efforts for getting their services to be delivered. Both the companies lack in providing timely delivery the delivery is done late. The reasons identified is that they have less delivery boy’s on field doing delivery and because of which document is left undelivered and is done late later.
Bad service providers are not only losing their valuable external customers but also their internal customers who are not willing to be associated with the organization for a longer duration. Retaining the loyalties of the customers, 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 make quit difficult for people in getting their document or parcel to the company office or the.
When the question comes of solving problems face by the customers both the companies lack in doing so as they cannot service their 100% to the customers therefore not all the customers are satisfied with this service of the company, which is not profitable for the company as they can lose their customers.
On surveying the customers it was founded that 35 respondent of TPC i.e the maximum said the give more preference to “BETTER CUSTOMER SERVICE” and of FF 45 respondent said so which again maximum therefore we can conclude that the customer wants good quality service which include timely, accurate, safe etc.
In terms of money or charges charged by both the companies in providing the service is worth the service they provide the maximum respondent of both the companies i.e. 36 of TPC and 38 of FF said its reasonable. So can conclude from this that they are charging fair amount for providing the service.
Limitation of the survey:
The survey was conducted in a limited duration of six weeks only.
No customers are loyal customers they change their service provider whenever they wants so was quit tough to get these companies customers which has taken service from them for quit many times .
Many competitors in the market and it was difficult to get the the customer of these both companies.
My target audience was the cooperate people and the business people which made it even more difficult to gather information.
PROBLEMS IDENTIFIED
Communication chain:- the communication system of the company is not in properly form. As the information regarding the company customer any query or any other help required are not directly communicated to the management it takes time due to absent of communication chain.
Employee Relation:- Employee relation with the company’s customers is not friendly, due to which companies are losing on their business and If you don’t have a good relation with your customers it becomes very difficult for you to get business from that person to the company.
Responsibilities to employees:- the employees are not much responsible it is said because the customers of both the companies had to put in more efforts in getting their service delivered
Lack of collection centre for (TPC):- the customers of colvale, pernem (Tuem industrial estate) has to face difficulties in sending their courier because they have come all the way to mapusa.
Delivery:- not all the time delivery by both the companies is done on time. it is not reach as per the customer requested time.
SOLUTION
In the interest of building a relationship of honesty, integrity, and trust, with the company customer, the results should be communicated effectively to the customers and the company customers should receive information in a timely manner when it is asked. Also company managers need to track progress and communicate implementation successes and failures to the employees so that they can accordingly work on field improving the same.
Company should constantly strive to provide necessary information to their customer when ever asked that will increase their awareness of the larger scope of the operation and provide them a sense of satisfaction so that they will continue using your service.
Company should also put more focus on talking to the customers could be personally or online how they wants and knowing their quires or problem face by them at any point of time while taking service so that it will gave them a sense of concern for them thinking yes company cares their customers which will help them to retain the customers.
Company should try to improve relationship within the company customers. They can do this by constantly keeping in touch with the customers. This will lead to better interaction with the customers and the company employees and this will lead to improved relation which will future give company a good business.
Successful Deliveries:- A successful delivery is directly tied into a timely one. Success is more than just getting the goods to their destination on time. It also means a safe delivery, parcel reaching the customer without damage and accurately to the pace where it has been asked.
Recommendation / Suggestions to company
Add more service delivery boy’s to improve customer service standards:- This is the most common method that most organizations firmly believe in. They tend to add up the numbers of people in the service delivery chain improving systems and processes which provides a positive result and further improves the process and service experience for the customers. It will also motivates the employees to increase their performance levels and improve the service delivery experience for their customers which ultimately benefits the company.
Provide service training to the company employees:-Training the employees goes a long way in ensuring the effectiveness of service delivery of the organization. Training not only helps the employees in learning new techniques and tricks but also helps them in realizing that the company is concerned about their future in the organization and it is taking necessary steps to ensure its growth in the firm. It motivates the employees to increase their performance levels and improve the service delivery experience for their customers.
Training and involving the employees in various decisions or discussions of organization. Apart from their routine activities makes them feel good as if they take ownership of the company and could improve the service that they provide to their customers. There is an increase in the willingness to satisfy the customers especially when there is customer complaint in order to ensure that the customer goes back satisfied and his loyalty is retained by the organization the training is very important.
Cost saving option:- if you have goods to be delivered that are large and take up a lot of space and weight, a sea freight option likely would make more sense than air freight if the destination is across the country, if the destination is just a few miles away i.e. within the country or in the neighboring states, than some type of road service would likely be the best option in order to minimize the cost
CONCLUSION AND LEARNING
To conclude I would like to say it was of a great experience conducting my summer internship on comparative study on The Professional Courier and first flight courier. Working on my study I came to know many things about the service industry as how its work. I gained much more knowledge in marketing field as how its function, and as how to out approaching the customer along with the customer acceptation as to what customers wants and what they don’t want.
flow of proper communication from top to bottom and bottom to top plays a very important role in any organization as timely providing information regarding the customers if any quires is there by the employees to the company helps them to contribute to the success of the company, as company can makes necessary changes 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 as to what is their needs and wants and how they are meet also not meet and how the customers reacts to it later.
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