PROJECT REPORT

“A COMPARATIVE STUDY ON COURIER SERVICES” WITH SPECIAL ALLUSION TO

DESK TO DESK COURIER & FIRST FLIGHT LTD.

A project submitted for the partial fulfillment of the requirement for the award of degree of

BACHELOR OF BUSINESS ADMINISTRATION

DEPARTMENT OF MANAGEMENT

BIRLA INSTITUTE OF TECHNOLOGY, RANCHI

ALLAHABAD CAMPUS

Under the guidance of: Submitted by:

Dr. Adhip Kr. Mahanty Kishaly Kumar (BBA/3030/10)

Ansul Kr. Pandey (BBA/3011/10)

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ACKNOWLEDGEMENT

We take this opportunity to express our profound gratitude and deep regards to our

guide Dr. A.K. Mahanty & all other faculty members for their exemplary guidance,

monitoring and constant encouragement throughout the course of this thesis. The

blessing, help and guidance given by them time to time shall carry us a long way in

the journey of life on which we are about to embark.

We also take this opportunity to express a deep sense of gratitude to all the

respondents for their cordial support, valuable information and response, which

helped us in completing this task through various stages.

Lastly, we thank almighty, our parents, brother, sisters and friends for their

constant encouragement without which this assignment would not be possible.

Kishlay Kumar Ansul Kumar Pandey

(BBA/3030/10) (BBA/3011/10)

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INDEX

Serial No. Content

1. Introduction to both companies.2. Objective of study3. Research Methodology4. Scope of study5. Analysis & data interpretation6. Findings & conclusions7. Bibliography8. Annexure

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INTRODUCTION TO THE COMPANIES

Desk to Desk Courier:

DTDC Courier & Cargo Ltd. (DTDC) is an Indian delivery company offering domestic and international services. DTDC Courier & Cargo Ltd. (DTDC) was founded by Mr. Subhasish Chakraborty in 1990. Today DTDC is one of the largest Indian companies in the Express industry.

FACTS ABOUT DTDC:

DTDC is credited with pioneering the franchisee concept for courier industry.

DTDC serves 10000 pin codes across India.

Delivers 11 Million consignments per Month.

First ever Indian express company to establish a joint venture in China.

(Source: official website- www.dtdc.in )

4

First Flight:

First flight couriers came into being on Monday, 17th November 1986. It all began with setting up of three offices at Delhi, Kolkata & Mumbai.

It was the foresight & dynamism of the Founder Chairman & Managing Director, O.P. Saboo

It’s India’s largest domestic courier company.

FACTS ABOUT FIRST FLIGHT:

1200 First flight offices across India.

2300 authorized collection centers.

452 franchised locations.

Serving over 6700 pin code destinations across India.

Dedicated work force of over 17000 plus employees.

Serving over 220 countries globally.

(Source: official website- www.firstflight.net)

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OBJECTIVES OF STUDY

1. To study the customer satisfaction level towards the services provided on the basis of various parameters.

2. To study the difference between market performance of FIRST FLIGHT & DTDC couriers Ltd.

3. To ascertain the features that customer prefer in selecting a particular courier service.

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RESEARCH METHODOLOGY

Research Design:

In case of our research study “Comparative analysis of the couriers companies with special reference to First flight & DTDC” the descriptive research is found to be more appropriate.

Sampling Size:

The total sample size is 60

Sources of Data Collection:

PRIMARY DATA-

Questionnaire Method

SECONDARY DATA-

The secondary data which has been used to carry out this study are as follow-

Books, Journals, Magazines & Newspaper.

Company’s official website

Some other relevant study material & websites.

SCOPE OF STUDY

To conduct this research the target population was the courier users. Who have used both DTDC & First flight

Targeted geographic area was Allahabad, Sample size was 60

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DATA ANALYSIS & INTERPRETATION

(This calculation has been made by considering 60 people only who were the respondents of questionnaire)

1 Which brand you prefer most for courier service?

Which brand you prefer most for courier service

DTDC FF

Series1 NaN 19 41

2.5

7.5

12.5

17.5

22.5

27.5

32.5

37.5

42.5

No

of re

spon

dent

s

Market share of two companies on the basis of preference of the customers.

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DTDC 31.66%FF 68.33%

Satisfaction level towards the services provided on the basis of various parameters. (Both DTDC & FIRST FLIGHT)

1 Speed in delivering consignments:-

HS S N D HD

DTDC 27 18 5 7 3

FF 33 21 2 4 0

2.5

7.5

12.5

17.5

22.5

27.5

32.5

Speed in delivery

No.

of r

espo

nden

ts

HS- Highly satisfied, S- Satisfied, N- Neutral, D- Dissatisfied, HD- Highly dissatisfied

HS S N D HDDTDC 45% 30% 8.33% 11.66% 5%FF 55% 35% 3.33% 6.66% Nil

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2 Safety in delivering consignments:-

HS S N D HD

DTDC 18 24 1 5 12

FF 21 31 3 3 2

2.5

7.5

12.5

17.5

22.5

27.5

32.5

Safety in delivery

No.

of r

espo

nden

ts

HS- Highly satisfied, S- Satisfied, N- Neutral, D- Dissatisfied, HD- Highly dissatisfied.

HS S N D HDDTDC 30% 40% 1.66% 8.33% 20%FF 35% 51.66% 5% 5% 3.33%

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3 Economic

HS S N D HD

DTDC 14 37 6 3 0

FF 6 28 3 19 4

2.5

7.5

12.5

17.5

22.5

27.5

32.5

37.5

Economic

No.

of r

espo

nden

ts

HS- Highly satisfied, S- Satisfied, N- Neutral, D- Dissatisfied, HD- Highly dissatisfied

HS S N D HDDTDC 23.33% 61.66% 10% 5% NilFF 10% 46.66% 5% 31.66% 6.66%

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4 Customer Care:-

HS S N D HD

DTDC 11 43 0 4 2

FF 13 41 3 2 1

2.5

7.5

12.5

17.5

22.5

27.5

32.5

37.5

42.5

Customer Care

No.

of r

espo

nden

ts

HS- Highly satisfied, S- Satisfied, N- Neutral, DS- Dissatisfied, HD- Highly dissatisfied

HS S N D HDDTDC 18.33% 71.66% Nil 6.66% 3.33%FF 21.66% 68.33% 5% 3.33% 1.66%

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5 Risk Coverage:-

HS S N D HD

DTDC 12 29 2 12 5

FF 20 37 1 2 0

2.5

7.5

12.5

17.5

22.5

27.5

32.5

37.5

Risk Coverage

No.

of r

espo

nden

ts

HS- Highly satisfied, S-Satisfied, N- Neutral, D- Dissatisfied, HD- Highly dissatisfied

HS S N D HDDTDC 20% 48.33% 3.33% 20% 8.33%FF 33.33% 61.66% 1.66% 2.33% Nil

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6 Availability & Proximity:-

HS S N D HD

DTDC 8 40 4 5 3

FF 16 43 0 0 1

2.5

7.5

12.5

17.5

22.5

27.5

32.5

37.5

42.5

Availability & Proximity

No.

of r

espo

nden

ts

HS- Highly satisfied, S- satisfied, N- Neutral, D- Dissatisfied, HD- Highly dissatisfied

HS S N D HDDTDC 13.33% 66.66% 6.66% 8.33% 5%FF 26.66% 71.66% Nil Nil 1.66%

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To ascertain the features that customers prefer in selecting a particular courier:-

Speed & Safety

Speed & Safety

MP MOD.P LP

Series1 NaN 49 11 0

2.57.5

12.517.522.527.532.537.542.547.5

No

of re

spon

dent

s

Risk Coverage

Risk Coverage MP MOD.P LP

Series1 NaN 39 18 3

2.5

7.5

12.5

17.5

22.5

27.5

32.5

37.5

No

of re

spon

dent

s

15

Customized Services

Customized Services

MP MOD.P LP

Series1 NaN 31 22 7

2.5

7.5

12.5

17.5

22.5

27.5

32.5

No

of re

spon

dent

s

Customer Care

Customer Care

MP MOD.P LP

Series1 NaN 24 28 8

2.5

7.5

12.5

17.5

22.5

27.5

No

of re

spon

dent

s

Value added services

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Value Added Services

MP MOD.P LP

Series1 NaN 3 11 46

2.57.5

12.517.522.527.532.537.542.547.5

No

of re

spon

dent

s

Availability & Proximity

Availiability & Proximity

MP MOD.P LP

Series1 NaN 5 47 8

2.57.5

12.517.522.527.532.537.542.547.5

No

of re

spon

dent

s

Findings & conclusions

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1. As per this survey, the market share of First flight in Allahabad is more than Desk to desk courier i.e. DTDC- 31.66% First flight- 68.33%

2. Majority of customers were satisfied with the service of First flight in context of speed in delivering consignments.

3. Majority of customer were satisfied with the service of First flight in context of safety in delivering consignments.

4. The services of DTDC were found to be more economic.5. Majority of customers were satisfied with First flight in context of

risk coverage policies.6. Speed & safety in delivering consignments was the most preferred

feature for selecting a courier service.7. Risk coverage & customized service were one of the preferred

features for selecting a courier service.8. Customer care & proximity of centers were moderately preferred

by customers.

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LIMITATIONS

1) Due to time constraint only a part of universe has been studied.

2) Some respondents were reluctant to fill the questionnaire.

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BIBLIOGRAGHY

Websites

www.google.com

www.dtdc.in

www.firstfligh.net

www.wekipedia.com

Books

Research Methodology by R. Panneerselvam

Research Methodology by C.R. Kothari

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