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NETAJI SUBHAS INSTITUTE OF BUSINESS MANAGEMENT POKHARI, JAMSHEDPUR. “APPROVED BY AICTE, MINISTRY OF HRD, GOVT OF INDIA” “AFFILIATED TO KOLHAN UNIVERSITY, CHAIBASA” SUMMER TRAINING PROJECT REPORT ON ‘‘A STUDY ON CUSTOMER PERCEPTION OF FIRST FLIGHT COURIERS LTD. IN JAMSHEDPUR’’ FOR THE PARTIAL FULLFILLMENT OF THE REQUIREMENT FOR THE AWARD OF BACHELOR IN BUSINESS ADMINISTRATION UNDER THE GUIDENCE OF: UNDER THE SUPERVISION OF: Mr. SOUMYA MOY MAITRA Mr. RANJEET CHOUDHARY PROF. OF MARKETING (OPERATIONAL MANAGER) NSIBM JAMSHEDPUR FIRST FLIGHT COURIER SUBMITTED BY: ANURAG GHOSH UNIVERSITY ROLL No.: 11BBA215337382 UNIVERSITY REG. No.: BBA53916/2010 BBA-(2010-13)
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CUSTOMER FEEDBACK AT FIRST FLIGHT COURIERS LTD.

Sep 05, 2014

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Anurag Ghosh

CUSTOMER PERCEPTION ABOUT THE SERVICES PROVIDED BY FIRST FLIGHT COURIERS LTD.
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Page 1: CUSTOMER FEEDBACK AT FIRST FLIGHT COURIERS LTD.

NETAJI SUBHAS INSTITUTE OF BUSINESS MANAGEMENT POKHARI, JAMSHEDPUR.

“APPROVED BY AICTE, MINISTRY OF HRD, GOVT OF INDIA”

“AFFILIATED TO KOLHAN UNIVERSITY, CHAIBASA”

SUMMER TRAINING PROJECT REPORT ON

‘‘A STUDY ON CUSTOMER PERCEPTION OF FIRST

FLIGHT COURIERS LTD. IN JAMSHEDPUR’’

FOR THE PARTIAL FULLFILLMENT OF THE REQUIREMENT

FOR THE AWARD OF BACHELOR IN BUSINESS ADMINISTRATION

UNDER THE GUIDENCE OF: UNDER THE SUPERVISION OF:

Mr. SOUMYA MOY MAITRA Mr. RANJEET CHOUDHARY

PROF. OF MARKETING (OPERATIONAL MANAGER)

NSIBM JAMSHEDPUR FIRST FLIGHT COURIER

SUBMITTED BY:

ANURAG GHOSH

UNIVERSITY ROLL No.: 11BBA215337382

UNIVERSITY REG. No.: BBA53916/2010

BBA-(2010-13)

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Declaration……………………………………..…………………….……3

Certificate from Company………………..………………………………4

Certificate from Guide……………………..……………………………..5

Acknowledgement……………………….………………………….…….6

Executive Summary………………………………………………....…....7

Introduction...........................................................................................8

Company Profile……………………………………..…..…….9

Principal of the Company…………………….....10

Management………………………………..…....12

Network Expansion Plans…………………...…..14

Mission & Vision………………………….….….16

Objectives of the study………………………………..……....17

Research Methodology…………………………………………….….....18

Sources of data……………………………………………...…19

Sample Size …………………………………………….….…..19

Methods of data collection…………………………….…..….20

Instrument used……………………………………….…….....20

Data Analyses & Interpretation……………………………….……..….21

.

Swot Analysis………………………………………….……...37

Findings & Implications………………………………………….….….40

Limitations of the study………………………………………….…..…43

Conclusion…………………………………………………………...….45

Suggestions/Recommendations………………………………….…..…47

Bibliography………………………………………………………..…...49

Annexure……………………………………………………………......51

Questionnaires…………………………………………..…....52

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DECLARATION

I, ANURAG GHOSH, hereby

declare that this project titled “A STUDY

ON CUSTOMER PERCEPTION OF FIRST FLIGHT COURIERS LTD.

IN JAMSHEDPUR” submitted by me is exclusively prepared for

the fulfillment of Bachelor in Business Administration degree

from Netaji Subhas Institute of Business Management,

Jamshedpur.

I also declare that this report has not been submitted

to any other institution or published any where before. I take

the full responsibility for the authenticity and truthfulness of

the report.

ANURAG GHOSH

UNIVERSITY ROLL No.: 11BBA215337382

UNIVERSITY REG. No.: BBA53916/2010

BBA-(2010-13)

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CERTIFICATE FROM THE GUIDE

This is to certify that the project report titled “Study of Customer

Perception of First Flight Courier in Jamshedpur” is based on the

original project done by Anurag Ghosh student of Netaji Subhas

Institute of Business Management, Jamshedpur as a part of summer

internship project under my guidance. This finds less scope for

duplication and was not submitted for the award of any degree or

diploma from any other university or institution.

Date: Mr. Soumya Moy Maitra

Place: Professor (Mkt.) N.S.I.B.M

CERTIFICATE FROM THE GUIDE

This is to certify that the project report

titled “Study of Customer Perception of First Flight

Courier in Jamshedpur” is based on the original

project done by Anurag Ghosh student of Netaji

Subhas Institute of Business Management,

Jamshedpur as a part of summer internship project

under my guidance. This finds less scope for

duplication and was not submitted for the award of

any degree or diploma from any other university or

institution.

Date: Mr. Soumya Moy Maitra

Place: Professor (Mkt.) N.S.I.B.M

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ACKNOWLEDGEMENT

I owe a great many thanks to a great many people who

helped and supported me during the completion of this project. My

deepest thanks to my teacher, Mr. Soumya Moy Maitra, professor of

marketing, first flight couriers for guiding and correcting various

documents of mine with attention and care. He has taken pain to go

through the project and make necessary correction as and when

needed.

My deep sense of gratitude to Mr. Ranjeet

Choudhury, operational manager, First Flight Couriers Ltd. For his

support and guidance thanks and appreciation to the helpful people at

the organization for their support. I would also thank my institute and

my faculty members without whom this project would have been a

distant reality. I also extend my heartfelt thanks to my family and well

wishers.

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Executive Summary

This project has been a great learning experience for me; at the

same time this project gave me enough scope to implement my classroom learning’s. I joined First Flight Courier Ltd. for summer

training Project and I have assigned to work on the project titled as

“To study the Perception of the Consumer of First Flight Courier with respect to other Courier in Jamshedpur”.

First Flight Courier is the India’s most preferred courier service.

It is also popular for its multiple consignments tracking system. First

Flight ships 56.3 lakhs consignment in India across 11 states 200+ districts daily. It also provides the E-Mail as well as SMS tracking

facility. In order to complete our project and to understand the

perception in the minds of people in Jamshedpur we went to the posh areas of Jamshedpur like Ch Area, Bistupur, Tata Steel and Tata

Motors Quarters, Officer’s Flat Northern Town. We also went to the

organized retail malls, shopping complex and the major market in Sakchi as well as Bistupur. We went their door to door in order to get

the data. We also went to 4 wheeler showroom and the customers were

very happy as they were getting right Quality service at Right Price. We also went to the interior areas of Mango as well as Jugsalai to

collect the primary data personally. The most memorable moment was

there when we went to the showrooms of 4 wheelers in the entire area of Adityapur. All customers were so excited to give the data to me.

During my project I found that people were quite cooperative as

well as attentive. Overall I had a great experience during my project

work. The project gave me a lot of practical exposure related to event management and Consumer Behavior. With this practical exposure I

will definitely be much more confident in our coming career.

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CHAPTER 1

INTRODUCTION

1.1 COMPANY PROFILE

1.2 OBJECTIVE OF THE STUDY

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Introduction

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.

1500 First Flight Offices across India

2208 Authorized Collection Centers

522 Franchisee Locations

Serving over 6200 Pin code Destinations

across India

Dedicated Workforce of over 14000 plus

employees

Strategically located 8 own International

Offices

Serving over 220 countries globally

Annual pickup of around 100 million shipments.

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PRINCIPLE OF THE COMPANY

The fast paced growth and widening network is the outcome of four

basic beliefs:

Economy

Safety

Reliability

Speed

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.

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PRODUCTS MIX

Domestic doc’s & non- doc’s

International doc’s & non-doc’s

First Wheels (surface- express cargo services)

First Wings (air-express cargo services)

Emotional Bond (couriering emotions too)

First Flight Tours & Travels (total travels solutions)

SERVICES

Pickup request

Email tracking

SMS tracking

Line hauls

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SERVICE ENHANCEMENTS

Better connectivity

Metro to Metro & Non metro

Non Metro to Metro & Non Metro

Late Pick-ups & Early deliveries

Enabled through systematic planning of fleets

timings

Assured connectivity of load

Ensuring full play load utilization at all time

End to End Custodianship of high value shipments

Entries range of activities-pickup to delivery

ownerships

CREDIT/DEBIT CARDS-SENSITIVES & SECURITIZED

SHIPMENTS

Separate dedicated team

Centralized monitoring for better controls

Well experienced field staff for deliveries

Automated MIS for controls and monitoring

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MANAGEMENT

Directors and Corporate Functionaries

Mr.O.P.Saboo

(Chairman & Managing Director)

Mr.N.K.Somani

(Deputy Managing Director)

Mr.R.K.Saboo

(Deputy Managing Director)

Mr.MaheshPareek

(Director - Finance)

Mr.M.L.Saboo

(Director)

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Network Expansion Plans

Estimated completion of this project by this end of 2013

Financial Year.

This will make First Flight Courier the only courier company to

be present in all the districts head quarters in India next to

Setting up of their own offices in the remaining 175+ District

Head Quarters in India.

With this achievement, First Flight Courier yearning for making

it a common household name will be a reality. An unbelievable

reach covering entire nook and corner of the nation.

Payment Delivery

First Flight Courier is the largest courier company on India

handling online (internet & Collecting cash/demand draft against

delivery on behalf of customers.

Safe and secure systems to handle as store of valuable shipment

in PAN India.

Automated MIS for controls and monitoring shipments.

Lines Hauls

There are three types of line hauls adopted by first flight.

For the local cities/station

For the metro cities/station

For the international/out of nation

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For the local cities /station

There are seven main line hauls& two local line hauls are available of

first flight for the local cities:

Main line hauls

1. Kolkata All metro cities

2. Patna All places of Bihar

3. Ranchi All Jharkhand

4. Raipur All Chhattisgarh

5. Bhubaneswar East Orissa

6. Sambalpur West Orissa

7. Barbil Chaibasa , Noamundi

Local line hauls

Ghatsila

Chakradharpur

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VISION

We are a team of professionals committed to corporate excellence. We

thrive on innovations through dedications, commitment, team work,

sincerity and honesty to achieve 100% customer satisfaction. We have

vision of making first flight a household name in India and have high

global visibility. We aspire to develop high competency and achieve

zero error in service through high technology and be synonymous with

quality service and become 100 million used

groups by 2011.

MISSION

We seek to be, and be recognized, as a

responsible, air and profitable organization committed to providing

our customers, precise, prompt and courteous services; for our

employees, a spirit of family and opportunity for personal growth; for

our shareholders, a fair profit and for the community, support for

activities that enhance the quality of life.

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1.1 OBJECTIVE OF THE STUDY 1.1.1 PRIMARY OBJECTIVE

‘‘Consumer Feedback about the services that is provided by First

Flight Courier Ltd. in Jamshedpur’’

1.2.2 SECONDARY OBJECTIVE

Q. Whether first flight provides Timely delivery?

H0: first flight provides timely delivery

H1: first flight does not provide timely delivery

Q. Whether first flight provides Safety?

H0: first flight provides safety during transit

H1: first flight does not provides safety during transit

Q. Whether first flight provides Value added service to their

customers?

H0: first flight provides value added service to their customers

H1: first flight does not provides value added service to their

customers

Q. Whether first flight has its service at far flung areas?

H0: first flight has its service at far flung areas

H1: first flight does not have its service at far flung areas

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Chapter 2

RESEARCH METHODOLOGY

2.1 SOURCE OF DATA

2.2 SAMPLE SIZE

2.3 DATA COLLECTION

2.4 METHOD OF DATA COLLECTION

2.5 INSTRUMENT FOR DATA COLLECTION

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RESEARCH METHODOLOGY

This chapter describes the research methodology which is applied

during this whole project work. Here we describe what we believe and apply method for collecting data and analyzing for this project.

We will examine the following concepts:

Sources of data

Sample Size, if any

Methods of data collection

Instrument used

Techniques of analyses

Our priority is to find out the perception of first flight couriers ltd. in

the minds of people of Jamshedpur. So, to fulfill the objectives of this

project, Descriptive research is most suitable because into the descriptive research, it is easy to describe things, such as the market

potential for product/services or the demographics and attitudes of

consumers who buy/use the product/services.

2.1 Source of data

a) Primary Data: The Primary data was collected through a

questionnaire specially designed for consumers.

b) Secondary Data: The Secondary data was collected through websites and from journals and magazines.

2.2 Sample Size

Population Size: 127

A sample of 79 has been taken for analyzing and interpreting.

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2.3 Data Collection

(a) Questionnaires

(b) Personal interviews

Applicability of Primary Data is analysis of perception in the minds of customer about first flight couriers in Jamshedpur.

2.4 Method for Data Collection

Sampling Method

Non-Probability

o Judgmental and convenience

2.5 Instrument used for Data

Collection

Questionnaire

First Flight Customers Record Diary

Market Survey

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Chapter 3

DATA ANALYSIS

&

INTERPRETATION

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3 5 4

21

5

5 3 19

35

% OF PEOPLE

3.1 Public Opinion

1. Which courier service do you use?

% of People

India Post 35

First Flight Couriers Ltd. 21

Blue Dart 19

Gati 5

Dtdc 5

Blaze flash courier 5

Overnite express limited 4

Track on couriers private limited 3

Safexpress 3

INTERPRETATION:

The above data shows the market share of different courier companies. Here

India Post has got 35 % of market share, and then blue dart of 21 %, then first

flight couriers has got 19 % of market share.

INFERENCE:

First Flight Courier has got 2nd

rank of the total market share. It means it has got

a distinct place in the minds of customers as well.

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2. Are you aware of First Flight Courier Service?

INTERPRETATION:

Based on the above question 69 % of the sample size are aware about first flight

couriers’ ltd. to great extent. And 18 % of them are having very little knowledge,

and the rest 13 % not at all have heard about first flight courier ltd.

INFERENCE:

First Flight Courier is still very popular between the people of Jamshedpur.

% of People

To a Great Extent 69

Very Little 18

Not at All 13

69

18

13

% of People

To a Great Extent

Very Little

not at all

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3. Do you use First Flight Courier Service?

% of People

Always 64

Very Frequently 15

Occasionally 7

Rarely 10

Never 4

INTERPRETATION:

Based on the above question 64 % of the sample size always prefer to go for first

flight courier and 15 % of the people very frequently. 7 % of people use

occasionally, 10 % of people use rarely, rest of 4 % never use first flight courier

service.

INFERENCE:

Most of the people in Jamshedpur use the service of First Flight Courier Ltd.

64

15

7

10

4

% of People

Always

Very Frequently

Occasionally

Rarely

Never

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50

30

8 7 5

0

10

20

30

40

50

60

Very Good Good Barely Acceptable

Poor Very Poor

Series 1

Series 1

4. What is your view about the tariff of First Flight Courier Ltd.?

% of People

Very Good 50

Good 30

Barely Acceptable 8

Poor 7

Very Poor

5

INTERPRETATION:

From the above statement 50 % of the total sample size believes that the tariff of

First Flight Courier is very good and 30 % also believes that the tariff is good.

INFERENCE:

The tariff charge of first flight courier is economically viable among different

people.

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90

7 3 0 0

0

10

20

30

40

50

60

70

80

90

100

Agree Very Strongly

Agree Strongly Agree Disagree Disagree Strongly

% of People

% of People

5. Does safety matters you while transit of your parcel?

% of People

Agree Very Strongly 90

Agree Strongly 7

Agree 3

Disagree 0

Disagree Strongly 0

INTERPRETATION:

From the above statement that whether people really cares about safety or not,

90 % of the total people very strongly agree, 7 % of the rest strongly agrees, 3 %

of them agree that safety is required while parcel is in transit.

INFERENCE:

Safety is the prime intention of the general public.

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6. Does First Flight Couriers Ltd. have service at far flung areas?

% of People

Always 40

Very Frequently 32

Occasionally 15

Rarely 5

Very Rarely 8

INTERPRETATION:

From the above data 40 % of people say that first flight couriers have far flung

area coverage, 32 % of people also believes that first flight delivers their parcel

to rural areas very frequently.

INFERENCE:

First Flight Courier has got intense market coverage especially rural area of

Jamshedpur

40 32

15 5 8

0

10

20

30

40

50

Always Very Frequently Occasionally Rarely Very Rarely

% of People

% of People

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20

60

11 5 4 0

10

20

30

40

50

60

70

Very Frequently Frequently Occasionally Rarely Very Rarely

Series 1

Series 1

7. How often you get your parcel on time?

% of People

Frequently 60

Very Frequently 20

Occasionally 11

Rarely 5

Very Rarely 4

INTERPRETATION:

The above graph as well as the data shows that first flight couriers really focus

on quick delivery. 60 % of the people feel that they get their parcel on time.

INFERENCE:

First Flight Courier has been consistently delivering the parcel to their customer

on time.

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8. Do you know that First Flight also provides consignment

tracking system?

INTERPRETATION:

The above data shows that 87 % of the people know that first flight couriers

have consignments tracking system.

INFERENCE:

The consignment tracking system of First Flight Courier is very much popular

among the customer.

% of People

Yes 87

no 13

0

20

40

60

80

100

yes

NO

87

13

Axi

s Ti

tle

Axis Title

Series 1

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9. What is the efficiency level of the tracking system of First Flight

Couriers Ltd?

% of People

Very good 19

Good 26

Fair 21

Poor

18

Very poor 16

INTERPRETATION:

Here 19 % of the people say that First Flight Courier is having very good

tracking system while 26 % of people say it is good. Another 21 % of people say

that it is fair.

INFERENCE:

People do not find any difficulty of using the tracking system of First Flight

Courier.

19

26

21 18

16

0

5

10

15

20

25

30

very good good fair poor very poor

% of People

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10. Do you know that First Flight Couriers Ltd provides doorstep

pick-up service?

% of People

Yes 86

No 14

INTERPRETATION:

The above data shows that 86 % of the total sample knows that first flight

couriers provides doorstep pick-up service and rest 14 % do not know.

INFERENCE:

The door-step pick-up facility is also very much popular among the people of

Jamshedpur.

86

14

Yes No

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11. How often you use doorstep pick-up service?

% of People

Very Frequently 15

Frequently 29

Occasionally 30

Rarely 17

Never 9

INTERPRETATION:

Here only 15 % of the sample use doorstep pick-up service very frequently, 29

% use frequently, 30 % use occasionally, 17 % use rarely and the remaining 9 %

people have never used such.

INFERENCE:

Most of the people often use the door-step pick-up service of First Flight

Couriers.

15

29 30

17

9

0

5

10

15

20

25

30

35

· Very Frequently · Frequently · Occasionally · Rarely · Never

Series 1

Series 1

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12. Do you know that First Flight Couriers Ltd also provides credit

facility?

% of People

Yes 29

No 71

INTERPRETATION:

Here only 29 % of people know that first flight couriers also provide credit

facility to their customers and rest 71 % hardly knows about it.

INFERENCE:

Here the credit facility provided by first flight courier is not much popular

among the customers as they pay instantly.

29

71

Series 1

Yes

NO

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13. Has your parcel ever lost during transit?

% of People

Never 79

Rarely 18

Occasionally 3

Frequently 0

Very Frequently 0

INTERPRETATION:

The above data says that 79 % of people have never lost their articles or parcel

during transit. And 18 % of people say that they have lost their parcel rarely.

INFERENCE:

This shows that First Flight Courier is very sensitive about the safety about the

parcel.

79

18

3 0 0

Sales

Never

Rarely

Occasionally

Frequently

very Frequently

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14. Overall how will you rate First Flight Couriers?

% of People

Excellent 55

Above Average 29

Average 13

Below Average 2

Extremely Poor 1

INTERPRETATION:

The above data shows that 55 % of people have rated first flight courier as

excellent and 29 % of them have rated as above average.

INFERENCE:

Overall First Flight Courier has been able to deliver the best service to their

customer.

55

29

13 2 1

Sales

· Excellent

· Above Average

· Average

· Below Average

· Extremely Poor

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20

31

27

19

3

0

5

10

15

20

25

30

35

Definitely Very Probably Probably Possibly Probably Not

% of people

15. Will you recommend other to go for First Flight Couriers?

% of People

Definitely 20

Very Probably 31

Probably 27

Possibly 19

Probably Not 3

INTERPRETATION:

In this data 20 % of people will definitely recommend others about first flight

couriers, 31 % of them will very probably recommend, 27 % will probably

recommend, 19 % will possibly recommend and the remaining 3 % will

probably not recommend others.

INFERENCE:

This shows the excitement within the customers after using the service of First

Flight Courier that they will definitely recommend others about First Flight

Courier.

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Strength

First flight has a good brand image First flight believes in speed.

First Flight is only one Courier Company in the world and in

India as well which provide few special services like emotional

bond, flexi pack, etc…..

First flight has a good financial position

First flight has a wide range of product

It has big credit customer like all offices of Tata industry (Tata

motors, Tata communication,), JMT, coca cola, Pepsi, all the big

showrooms of vehicle, insurance company, etc………

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Weakness

First Flight has overlooked small customers

First Flight services are little bit costly from the other local

company.

It has lack of warehouse and distribution centers.

First flight does not do any advertisement.

Opportunity

It can increase its sales by reducing the cost, so that it can sell it

product at lesser price.

It can upgrade its position if it makes alliances or merges with

small rivals, which are doing well at different zones of the

country.

First Flight can increase its profit if it gives more emphasis on

direct marketing with the customer.

First Flight should look for areas, where there are no services of

other couriers at all.

First Flight should market its products and services on a broader

horizon.

First Flight should forge into those product ranges, which is

feasible for its diversification.

First Flight should seek for new market globally, where things

are favorable for it.

They should go for merger and acquisition.

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Threats

Small rivals are emerging at different parts of the country.

Low prices of the rival's service are a great threat for the First

Flight.

Timely deliveries of the services by the competitors are putting

more threat to the First Flight.

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Chapter 4

FINDINGS AND IMPLICATIONS

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FINDINGS AND THEIR

IMPLICATIONS

The research was done to understand the satisfaction level of the

people about first flight couriers. For this I have taken a Primary

Objective. In order to prove the primary objective I also took some

secondary objective.

Hence after the research it was proved that the alternate hypothesis of

the Primary objective was found to true. i.e.:

“The service provided by first flight courier is very good.”

And after the research it was proved that the alternative hypothesis of

the secondary objective was also found to be true i.e.:

“The perception of people about first flight courier is good.”

MAJOR FINDINGS

On the basis of survey undertaken, it has been concluded that:

Most of the people in Jamshedpur use first flight courier service.

Majority of the people of Jamshedpur believe that first flight

courier covers most of the far flung areas.

People of Jamshedpur also consider that first flight courier

provides safety.

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People are also ready to suggest others to go for first flight

courier.

People of Jamshedpur are satisfied with the service cost charged

by first flight courier.

Majority of the people would prefer to have ‘doorstep pick-up’

facility.

People of Jamshedpur are using the credit facility provided by

first flight courier.

Most of the people also like the value added service provided by

first flight courier.

Majority of the people are happy with the consignment tracking

system.

Majority of the people have never lost their articles/parcel during

transit.

Most of the people in Jamshedpur are depended on first flight

courier.

Overall the brand image of first flight courier is good.

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Chapter 5

LIMITATIONS

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LIMITATIONS OF THE

STUDY

Although I have tried my level best to prepare this report an error free report every effort has been made to offer the most

authenticate position with accuracy. But there may be a

possibility of some error in my report also.

As whole of my project and my findings are based on the

information gather through survey fact sheet, hence there might be a possibility that respondent may have given wrong or

partially correct information.

Since the study was based only on a total of 127 respondents, so

the interpretation on the sample of data which is assumed to be the representative of whole population can be taken as wrong. So

far such a study, the sample size should be large.

The research was conducted in a limited area.

The time period allotted for the study was only of 8 weeks,

which may provide a deceptive picture in comparison of the study based on long run.

The respondents were limited so cannot be treated as a whole population.

Sometimes respondents were having busy schedule to give us time for interaction that is why; data collection is too small to

interpret.

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Chapter 8

CONCLUSION

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There has been an overall great & enriching experience for me on going through this project. I got insight into Courier Industry,

which is one of the fastest growing industry & scope is too large.

There is an exposure to the corporate environment & culture. There has been a real marketing zeal on visiting to different

market place & meeting with customers & getting the knowledge

of their areas of operation. Through this I also got exposure of sectors like Banks, Insurance Company, Showrooms, Dealers’

shops, and various industries such as auto, hardware,

manufacturing and fabrication etc.

Customer feedback is the main objective of my project study so I would say that, success or failure of a domain depends upon

customer’s reaction, competitors’ offer of their products and

services and their marketing strategies. All marketing efforts should take into consideration the analysis before evolving a

suitable marketing plan. Basically, all companies should try to

build up product policy and marketing efforts to have some edge. A good competitor would know what, how and when to fight in

relation to what they can offer to consumer. It is well known that

firms would make better products give or services at a responsible cost so that they have the price advantage.

The entire customer that I have met of First Flight courier they all are satisfied with the products and services of the company.

Some of the advantage of First Flight courier is: delivered in schedule time, safety, quality service, affordable price, pick up

facility for the credit customer, online tracking facility etc. by

which customer can avail all these facility. From different courier company where I collected information, after analyzing I

found First Flight is a leading courier company in India.

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CHAPTER 6

RECOMMENDATIONS

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RECOMMENDATIONS /

SUGGESTIONS

The various recommendations/suggestions

for this project can be:

First flight Courier Company is having one of the largest

Network among the courier industry and a work force of highly

talented staff. Yet something is missing and that is promotional

aspect, i.e., advertisement.

They should advertise about their fast services through electronic

media like T.V., radio, etc. print media like as: hoardings, wall

printings, local & national news papers and various leading

magazines etc.

The social networking sites like Facebook, Orkut should be

used to create awareness because the majority of the youth and

other professionals use these sites.

Give a Toll-Free no. or customer care helpline through which a

customer can track his/her parcel because online tracking system

is not applicable for all customers.

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Chapter 9

BIBLIOGRAPHY

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BIBLIOGRAPHY

BOOKS:

Philip Kotler, Marketing Management 13th Edition, 2007.

Chhabra T. N, Marketing Management, 4th Edition, 2008.

INTERNET:

www.firstflight .net

www.wikipedia.org

COMPANY JOURNAL:

Office Document

Annual Report.

First Flight

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Chapter 9

Questionnaires

List of contacts

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Questionnaire

1 Which courier service do you use?

First flight couriers

Trackon courier

Blaze flash courier

Overnite express

Blue dart

Gati

Dtdc

Safexpress

India post

2 Are you aware of First Flight Courier Service?

To great extent

Very little

Not at all

3 Do you use First Flight Courier Service?

Always

Very frequently

Occasionally

Rarely

Never

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4 What is your view about the tariff of First Flight

Courier Ltd.?

Very good Good

Barely acceptable

Poor Very poor

5 Does safety matters you while transit of your parcel?

Agree very strongly

Agree strongly Agree

Disagree

Disagree strongly

6 Does First Flight Couriers Ltd. have service at far flung

areas?

Always

Very frequently Occasionally

Rarely

Very rarely

7 How often you get your parcel on time?

Very frequently

Frequently

Occasionally Rarely

Very rarely

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8 Do you know that First Flight also provides

consignment tracking system?

Yes

No

9 What is the efficiency level of the tracking system of

First Flight Couriers Ltd?

Very good

Good

Fair Poor

Very poor

10 Do you know that First Flight Couriers Ltd provides

doorstep pick-up service?

Yes

No

11 How often you use doorstep pick-up service?

Very frequently Frequently

Occasionally

Rarely Never

12 Do you know that First Flight Couriers Ltd also

provides credit facility?

Yes No

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13 Has your parcel ever lost during transit?

Never

Rarely

Occasionally

Frequently

Very frequently

14 Overall how will you rate First Flight Couriers?

Excellent

Above average

Average

Below average

Extremely poor

15 Will you recommend other to go for First Flight

Couriers?

Definitely

Very probably

Probably

Possibly

Probably not

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