analysis of ROL
-
Upload
ayothy-senthil -
Category
Documents
-
view
226 -
download
0
Transcript of analysis of ROL
-
8/12/2019 analysis of ROL
1/23
4.1 Respondents demographic profile:
This part deals of the study deals with the demographic profile of the respondents like
type of the organization, type of the business, annual turnover and association with
Seven Ocean Logistics.
Table 4.1.1: Type of Organization
Nature of OrganizationNo. of
RespondentsPercentage
Sole Proprietorship 27 27
Partnership 24 24
Private Limited Company 23 23
Public Limited Company 21 21
Others 5 5
Total 100 100
The above table reveals that most (27%) of the customers are Sole proprietors followed
by Partnership business (24%), Private limited company(23%) and Public limited
company (21%).Table 4.1.2: Type of Business
Type of BusinessNo. of
RespondentsPercentage
Manufacturing 36 36
Trading 47 47
Assembling 13 13
Others 4 4
Total 100 100
The above table reveals that most (47%) of the customers are in trading business
followed by manufacturing business (36%) and assembling business (13%).
-
8/12/2019 analysis of ROL
2/23
Table 4.1.3: Annual Turnover
Annual TurnoverNo. of
RespondentsPercentage
Less than 25 Lakhs 56 56
26-50 Lakhs 20 20
51-100Lakhs 16 16
Above 101 Lakhs 8 8
Total 100 100
The above table reveals that majority (56%) of the customers have an Annual turnover
less than 25 Lakhs and most (20%) are in 26-50 Lakhs category 16% are in 51-100
Lakhs category followed by 8% who are above 101 Lakhs category.
Table 4.1.4: Association with Seven Ocean Logistics
Association with Seven
Ocean Logistics
No. of
RespondentsPercentage
Less than 3 Years 55 55
3 to 5 Years 22 22
5 to 7 Years 12 12
7 to 10 Years 5 5
More than 10 Years 6 6
Total 100 100
The above table reveals that majority (55%) respondents are associated with Seven
Ocean Logistics for less than 3 years followed by most of the (22%) respondents are in
3-5 years category, 12% in 5-7 years category, 6% in more than 10 years and 5% are in
7-10 years category.
-
8/12/2019 analysis of ROL
3/23
4.2 Information resources and service utilization.
This part deals of the study deals with the information resources, service utilization, and
type of express service.
Table 4.2.1: Information Resources
Information ResourcesNo. of
RespondentsPercentage
Newspaper 11 11
Television 16 16
Friends & Relatives 66 66
Others 7 7
Total 100 100
The above table reveals that majority (66%) respondents came to know about Seven
Ocean Logistics through Friends & Relatives and (16%) from Television and (11%) of
the respondents from Newspaper.
Table 4.2.2: Service Utilization
Services UtilizedNo. of
RespondentsPercentage
Express 56 56
Warehouse 17 17
3 P'L 11 11
Draft on Delivery (DOD) 14 14
Cheque on Delivery 2 2
Total 100 100
The above table reveals that majority (56%) respondents availed Express Services,
17% are using Warehouse services, 14% are using Draft on Delivery services, 11% are
using Third Party Logistics and 2% are using Check on Delivery services.
-
8/12/2019 analysis of ROL
4/23
Table 4.2.3: Type of Express service
Type of Express ServiceNo. of
RespondentsPercentage
Surface 76 76
Air 24 24
Total 100 100
The above table reveals that most (76%) of the respondents are availing Surface
services followed by 24% who are availing Air services.
4.3 Respondents opinion about Goods Handling
This part deals of the study deals with the trustworthiness of goods handling, reasons
for dissatisfaction, trustworthiness of warehouse facility and reasons for dissatisfaction.
Table 4.3.1: Trustworthiness of goods handling
Respondents OpinionNo. of
RespondentsPercentage
Yes 80 80
No 20 20
Total 100 100
The above table reveals that majority (80%) of the respondents are satisfied with theway of goods handled and feel it is trustworthy.
Table 4.3.2: Reasons for dissatisfaction
ReasonsNo. of
RespondentsPercentage
Transit Damages 8 40
Method Of Packing 5 25
Accidents 4 20
Others if any 3 15
Total 20 100
-
8/12/2019 analysis of ROL
5/23
Out of 20 respondents who feel that goods handling system is not trustworthy, 40% of
them expressed that it is due to transit damages followed by 25 % of the respondents
who felt that it is due to improper packing.
4.4 Respondents opinion about warehouse facility
This part deals of the study deals with the trustworthiness of warehouse facility and also
the reasons for dissatisfaction
Table 4.4.1: Trustworthiness of Warehouse facility
Respondents OpinionNo. of
RespondentsPercentage
Yes 81 81
No 19 19
Total 100 100
The above table shows that majority (81%) of the respondents expressed that
warehouse facility provided by Seven Ocean Logistics Ltd is trustworthy.
Table 4.4.2: Reasons for dissatisfaction
Reasons for Dis-satisfactionNo. of
RespondentsPercentage
Lack of Space 8 40
Security 5 25
Damages 4 20
Marking Problems 2 15
Total 19 100
Out of 19 respondents who feel that warehouse facility is not trustworthy, 40%
expressed that lack of space is the main reason for the dissatisfaction and 20% of them
expressed that it is due to lack of security.
-
8/12/2019 analysis of ROL
6/23
4.5 Respondents opinion about other services
This part of the project deals with the respondents ratings(Such as Excellent , Good ,
Fair and Poor) about other services like Client Handling , Risk Coverage, Employee
Efficiency and providing online track information.
Table 4.5.1: Client Handling
Respondents OpinionNo. of
RespondentsPercentage
Excellent 44 44
Good 26 26
Fair 21 21
Poor 9 9
Total 100 100
The above table reveals that most (44%) of the respondents expressed that client
handling is excellent and 26% of the respondents stated that client handling is good.
Chart 4.1: Client Handling
-
8/12/2019 analysis of ROL
7/23
Table 4.5.2: Risk Coverage
Respondents OpinionNo. of
RespondentsPercentage
Excellent 70 70
Good 17 17
Fair 10 10
Poor 3 3
Total 100 100
The above table reveals that most (70%) of the respondents expressed that Risk
coverage is excellent and 17% of the respondents stated that Risk Coverage is good.
Chart 4.2: Risk Coverage
-
8/12/2019 analysis of ROL
8/23
Table 4.5.3: Employee Efficiency
Respondents OpinionNo. of
RespondentsPercentage
Excellent 28 28
Good 22 22
Fair 20 20
Poor 30 30
Total 100 100
The above table reveals that most (30%) of the respondents expressed that Employee
Efficiency is poor and 28% of the respondents stated that Employee Efficiency is
Excellent.
Chart 4.3: Employee Efficiency
-
8/12/2019 analysis of ROL
9/23
Table 4.5.4: Online track information
Respondents OpinionNo. of
RespondentsPercentage
Excellent 30 30
Good 18 18
Fair 27 27
Poor 12 12
Very Poor 13 13
Total 100 100
The above table reveals that most (30%) of the respondents expressed that Online
track information is excellent and 27% of the respondents stated that Online track
information is fair.
Chart 4.4: Online Track Information
-
8/12/2019 analysis of ROL
10/23
4.6 Respondents Opinion about Third-party Logistics
This part of the project deals with the respondents opinion about the trustworthiness of
the Third Party Logistics and reasons for dissatisfaction.
Table 4.6.1: Trustworthiness of Third-party Logistics
Respondents OpinionNo. of
RespondentsPercentage
Yes 85 85
No 15 15
Total 100 100
The above table shows that majority (85%) of the respondents expressed that Third
Party Logistics provided by Seven Ocean Logistics Ltd is trustworthy.
Table 4.6.2: Reasons for dissatisfaction
ReasonsNo. of
RespondentsPercentage
Delay in Delivery 6 40
Delivery status updates 2 14
Frequent Inventory Damages &
Shrinkage4 26
Just in time requirements 3 20
Total 15 100
Out of 15 respondents who feel that third-party logistics is not trustworthy, 40 % of them
expressed that the reason for dissatisfaction and 26 % felt that it is due to frequent
inventory damages & shrinkage.
4.7 Respondents Level of Satisfaction of Certain Facilities
This part of the project deals with the respondents ratings (Very much Satisfied ,
Satisfied , Neutral, dissatisfied , Very much Dissatisfied) about other services like
Representative ability, Responsiveness to telephone & email, Handling & packing,
Clearance Department , Security system, Transit days and Shipment delivery on
doorstep.
-
8/12/2019 analysis of ROL
11/23
Table 4.7.1: Representative Ability
Level of SatisfactionNo. of
RespondentsPercentage
Highly Satisfied 49 49
Satisfied 27 27
Neutral 24 24
Dissatisfied 0 0
Highly Dissatisfied 0 0
Total 100 100
The above table reveals that most (49%) of the respondents are very much satisfied
with Representative Ability and 27% are Satisfied.
Chart 4.5: Representative Ability
-
8/12/2019 analysis of ROL
12/23
Table 4.7.2: Responsiveness to Telephone / email
Level of SatisfactionNo. of
RespondentsPercentage
Highly Satisfied 26 26
Satisfied 13 13
Neutral 20 20
Dissatisfied 41 41
Highly Dissatisfied 0 0
Total 100 100
The above table reveals that most (41%) of the respondents are dissatisfied with
responsiveness to telephone /emails and 26% are very much satisfied with
responsiveness to telephone /emails.
Chart 4.6: Responsiveness to Telephone / email
-
8/12/2019 analysis of ROL
13/23
Table 4.7.3: Handling & Packing
Level of SatisfactionNo. of
RespondentsPercentage
Highly Satisfied 22 22
Satisfied 27 27
Neutral 34 34
Dissatisfied 9 9
Highly Dissatisfied 8 8
Total 100 100
The above table reveals that most (34%) of the respondents are neutral in their opinion
about handling & packing and 27% are satisfied with the handling & packing services.
Chart4.7: Handling & Packing
-
8/12/2019 analysis of ROL
14/23
Table 4.7.4: Clearance Department
Level of SatisfactionNo. of
RespondentsPercentage
Highly Satisfied 68 68
Satisfied 21 21
Neutral 11 11
Dissatisfied 0 0
Highly Dissatisfied 0 0
Total 100 100
The above table reveals that majority (68%) of the respondents are very much satisfied
and 21% are satisfied with the services of clearance department.
Chart4.8: Clearance Department
-
8/12/2019 analysis of ROL
15/23
Table 4.7.5: Security System
Level of SatisfactionNo. of
RespondentsPercentage
Highly Satisfied 33 33
Satisfied 25 25
Neutral 26 26
Dissatisfied 16 16
Highly Dissatisfied 0 0
Total 100 100
The above table reveals that most (33%) of the respondents are very much satisfied
and 25% are satisfied with the security system followed in the company.
Chart 4.9: Security System
-
8/12/2019 analysis of ROL
16/23
Table 4.7.6: Transit Days
Level of SatisfactionNo. of
RespondentsPercentage
Highly Satisfied 62 62
Satisfied 28 28
Neutral 10 10
Dissatisfied 0 0
Highly Dissatisfied 0 0
Total 100 100
The above table reveals that majority (62%) of the respondents are very much satisfied
and 28% are satisfied with the duration or time taken for delivery.
Chart 4.10: Transit Days
-
8/12/2019 analysis of ROL
17/23
Table 4.7.7: Shipment Delivery on Doorstep
Level of SatisfactionNo. of
RespondentsPercentage
Highly Satisfied 38 38
Satisfied 25 25
Neutral 26 26
Dissatisfied 11 11
Highly Dissatisfied 0 0
Total 100 100
The above table reveals that most (38%) of the respondents are very much satisfied
and (26%) are neutral with regard to shipment delivery on doorstep.
Chart 4.11: Shipment Delivery
-
8/12/2019 analysis of ROL
18/23
4.8 Usage of Services of other logistics companies
This part of the project deals with the usage of logistics services of other companies at
present by respondents, switching back to Seven Ocean Logistics in future and also
switching over to other companies in future.
Table 4.8.1: Logistics services of other companies
UsageNo. of
RespondentsPercentage
Yes 20 20
No 80 80
Total 100 100
The above table reveals that majority (80%) respondents are not utilizing other logistics
services and 20% are using other logistics services.
Table 4.8.2: Switch over to other Logistics Services
Switch over to Seven Ocean
Logistics
No. of
RespondentsPercentage
Yes 12 60No 8 40
Total 20 100
The above table shows that out of 20 respondents who are using logistics services of
other companies, majority (60%) have an idea to switch over to Seven Ocean Logistics
Ltd in future.
-
8/12/2019 analysis of ROL
19/23
Table 4.8.3: Switch over to other companies
Switch over in FutureNo. of
RespondentsPercentage
Yes 20 25
No 60 75
Total 80 100
It is inferred from the above table that out of 80 respondents who are using only the
services of Seven Ocean Logistics 25% have an idea to switch over to other logistics
companies in future and 75 % expressed their wish to remain with Seven Ocean
Logistics Ltd.
4.9 Respondents Opinion about their Loyalty
This part deals with customer loyalty, increase in loyalty over the years and also
respondents opinion about the companys value to people and relationship ahead of
short-term goals.
Table 4.9.1: Seven Ocean Logistics deserves loyalty
Respondents Opinion No. ofRespondents
Percentage
Strongly Disagree 0 0
Disagree 23 23
Neutral 21 21
Agree 32 32
Strongly Disagree 24 24
Total 100 100
The above table shows that most (32%) of the respondents agree that they are loyal
towards Seven Ocean Logistics and 24% strongly agree that they are loyal towards
Seven Ocean Logistics.
-
8/12/2019 analysis of ROL
20/23
Table 4.9.2: Increase in loyalty
Respondents OpinionNo. of
RespondentsPercentage
Strongly Disagree 0 0
Disagree 32 32
Neutral 18 18
Agree 17 17
Strongly Disagree 33 33
Total 100 100
The above table reveals most (33%) of the respondents strongly agree and 32%
disagree about increase in loyalty over the period.
Chart 12: Increase in Loyalty
-
8/12/2019 analysis of ROL
21/23
Table 4.9.3: Value people & Short term goals
Respondents OpinionNo. of
RespondentsPercentage
Strongly Disagree 0 0
Disagree 10 10
Neutral 18 18
Agree 31 31
Strongly Disagree 41 41
Total 100 100
The above table reveals most (41%) of the respondents strongly agree and 31% agree
that Seven Ocean Logistics values people and relationship.
Chart 13: Seven Ocean Logistics Value people & Short term goals
-
8/12/2019 analysis of ROL
22/23
4.10 Recommendation to others.
This part deals with the Respondents recommendation of Seven Ocean Logistics to
others.
Table 4.10.1: Recommendation to others
RecommendationNo. of
RespondentsPercentage
Yes 75 75
No 25 25
Total 100 100
The above table reveals majority (75%) of the respondents will recommend Seven
Ocean Logistics to others 25% will not recommend to others.
4.11 Rating of Overall services
This part deals with the Rating of the customers about the overall services provided by
the company.
Table 4.11.1: Rating the overall services
Level of SatisfactionNo. of
RespondentsPercentage
Highly Satisfied 26 26
Satisfied 41 41
Neutral 33 33
Dissatisfied 0 0
Highly Dissatisfied 0 0
Total 100 100
The above table reveals most (41%) of the respondents are satisfied (33%) are neutral
and (26%) are very much satisfied with respect to the overall services of the company.
-
8/12/2019 analysis of ROL
23/23