CHAPTER I

1.1 INTRODUCTIONS TO THE STUDY

St Cargo, the leader in the cargo industry is pleased to announce its entry in the courier
industry, accompany which operates with the single minded objective of providing services and
products to meets the needs of both the commercial and private sector.

STCOURIER may sound like a new but the promoters and senior management of st
courier are experienced and dedicated who are in the industry for almost a decade.

“To become the customer’s favorite courier service where we work in partnership
offering, quality and reliability enabling us to be their number one choice.”

We offer a comprehensive range of service and products for both international and demes
tic shippers.

To providing service and products to meet the needs of both the commercial and private
sector.

STCOURIER are experienced and dedicated who are in the industry for almost a decode.

Our continuous commitment towards under standing the needs and concerns of the
customer.

Air mode (document and non document)

1
 All your bulk consignment are sent through cargo lights to various destinations this
provides specialized handling and door to door delivery of critical priority shipment such as
nudities vaccines perishable commodities perishable commodities (fruits and negotiation) and
other time sensitize cargo by air transports. Based on customer reputation declared specific
destination in 24-48 hours.

Surface mode non document

All your our own tracts and through railways to various station all over India supported
by container LUS st ensures added and on time delivery for surface transit cargo.

Express money

At express money we believe in providing the best services to our customers kindly
participate in our customer’s satisfaction survey by offering you valuable feedback.

We assure you’re that you comments are important to us and will difficulty impact the
service related initiatives at our exchange.

2
 1.2 COMPANY PROFILE

The dynamic growth of commerce and industry began to place new considerable
pressures on the service industry. Despite repaid advancement in the electronic communication
and transport industries, the need to transport paced and documents with in a short time become
pressing needs.

St Cargo, the leader in the cargo industry is pleased to announce its entry in the courier
industry, accompany which operates with the single minded objective of providing services and
products to meets the needs of both the commercial and private sector.

STCOURIER may sound like a new but the promoters and senior management of st
courier are experienced and dedicated who are in the industry for almost a decade.

We offer a comprehensive range of service and products for both international and demes
tic shippers.

STCOURIER may sound like a new but the promoters and senior management of st
courier are experienced and dedicated who are in the industry for almost a decade. The are
offering a comprehensive range of service and products for both international and dynastic
shippers.

We assure you’re that you comments are important to us and will difficulty impact the
service related initiatives at our exchange.

3
1.1.1 International

The focus of the company is to cater to the needs of all sorts of customer. We are
providing air, sea and express service in one international.

International

Air Sea Express

1.1.2 Express money

At express money we believe in providing the best service to our customer kindly
participate in our customer satisfaction survey by offering your valuable feedback.

We assure you’re that you comments are important to us and will difficulty impact the
service related initiatives at our exchange.

1.1.3 Vision

St Cargo, the leader in the cargo industry is pleased to announce its entry in the courier
industry, accompany which operates with the single minded objective of providing services and
products to meets the needs of both the commercial and private sector.

STCOURIER may sound like a new but the promoters and senior management of st
courier are experienced and dedicated who are in the industry for almost a decade.

4
1.1.4 Mission

STCOURIER may sound like a new but the promoters and senior management of st
courier are experienced and dedicated who are in the industry for almost a decade.

St Cargo, the leader in the cargo industry is pleased to announce its entry in the courier
industry, accompany which operates with the single minded objective of providing services and
products to meets the needs of both the commercial and private sector.

1.1.5 Values

St Cargo, the leader in the cargo industry is pleased to announce its entry in the courier
industry, accompany which operates with the single minded objective of providing services and
products to meets the needs of both the commercial and private sector.

STCOURIER may sound like a new but the promoters and senior management of st
courier are experienced and dedicated who are in the industry for almost a decade

5
 SOUTH REGIONAL OFFICE

CORPORATE OFFICE
199, HARIYAN OFFICE
C, PALLAVARAM,
CHENNAI-600043.

COCHIN REGIONAL
BANGALURU REGIONAL
OFFICE
OFFICE
Bo.65 / 559, NORTH RAILWAY
No.40, 8th DROSS 5, THMAIN road
STATION ROAD
S.R NAGAR, BANGALURU-27.
ERNAKULAM-682018.

HYDERABAD REGIONAL
OFFICE
H: NO: 1-8-600/49&50 OPP: POST
OFFICE PRAKASH NAGAR
OPP: BEGUMPET AIRPORT LANE
BEGUMPET-500016.

6
 TAMILNADU HUB OFFICES

VILLUPURAM (VPM)
TRICHY (TRZ)
226/63, CHENNAI TRUNK
44, KAMALA GANESH
ROAD,
NAGAR,
NEAR: KATPADI RAILWAY
WIRELESS ROAD,
GATE,
TRICHY-620007.
VILLUPURAM-605602.

MADURAI (IXM)
CHENGALPATTU (CGL)
4/162, KALYANI TOWER, RING
5/182, G.S.T ROAD,
ROAD JUNCTION,
SINGAPERUMAL KOIL-
UTHANGUDI,
603209.
MADURAI-625107.

SALEM (SLM) PONDYCHERRY (PDY)

M.M.BROTHERS COMPOUND, 49, ARCH ROAD,
KANTHAMPATTI BYE PASS VVP NAGAR,
OPP: SISU HOSPITAL, THATANCHAVADI,
SALEM-636005 PONDICHERRY-605009.

7
 1.3 OBJECTIVE OF THE STUDY

The objectives of the study are listed below.

Primary objective:

To study on performance of STCOURIER at ambur.

Secondary objectives:

 To study the awareness of STCOURIER.

 To identify the society expectations towards STCOURIER.
 To evaluate the performance of STCOURIER.
 To know the position of st courier with other competitors in market.

8
 1.4 SCOPE OF THE STUDY

 The survey for the study was conducted at ambur for the study Tamil Nadu service centre
list 218 belonging to different categories were considered.
 The study is partly qualitative in nature rather than quantitative.
 It helps to know performance of STCOURIER.

9
 1.5 LIMITATIONS OF THE STUDY

 The study could not eliminate the bias or extraneous variables influence completely.
 The study is good position of performance of STCOURIER.
 A large number of rural populations were not considered.

10
 1.6 REVIEW OF LITERATURE

The market realities of a courier service scenario. A clear understanding on purchase

decision motives precursors and dynamics in the mind of customers. The marketing concepts and
as approach to the consumer were based on the concepts discussed in marketing management by
Philip kotler. The marketing framework and also various approaches and forces contributed the
logic of the research process.

The approach to the research like the method of research, sampling method and research
process was adopted from contemporary marketing research.

The structure of questionnaire was adapted from questionnaire design and methods.

The method to measure the attitude and loyalty level, which includes the model adapted,
constructs formulation and structure of research tool and also method adapted to the study has its
foundation on basic management concept like.

Attitude
Buying decision
Loyalty
Decision motives
Rationality in buying decisions

The studies focus its attention on the common consumer and have included the right
approach to bring out the original information from his mind.

11
 The techniques followed in the study, the questionnaire design the scaling technique and
also the model formulation to measure attitude and loyalty level were standard technique which
were adapted by many The structure of researchers and also which were acknowledged by many
academics experts.

The implementation of collection process and also the survey method approach to bring
out the original information were carried out based on the concepts recommended by those
readings listed above. Measure or loyalty level was adopted from techniques of attitude scale
construction.

The validity and reliability of the study and also the research tool was established by the
techniques used in questionnaire design and attitude measurement as suggested.

The data analysis method used in the study was adapted based on statically tools
suggested.

The internal records and company’s internal circulars previous research works and
discussions with company’s officials provided the information in introduction.

The study can be extended to other region and the model can be adapted to any courier
company similar to the brand considered in the study.

The study does full justification to the principles and values which should be followed in
a research process and it provides reliable information along with valid recommendations. It can
be adopted by the company to strength as marketing hold.

The study provides an opportunity to do a professional market research.

12
1.6.1 Relation Marketing

To understand customer relationship marketing we must examine the process involve din
attracting and keeping customers.

1.6.2 Basic Marketing

The sales person simply sells the product.

1.6.3 Reactive Marketing

The sales person sale the product and encourage the customer to call if he/she has any
questions comments, and complains.

1.6.4 Accountable Marketing

The sales person phones the customer the short time after the sale check whether the
product is meeting customer expectations. The sales person also ask the customer for any
product or service improvement suggestion and may specify disappointments this information
helps the company continuously improve its performance.

1.6.5 Proactive Marketing

The company sales person contacts the customers from time to time with suggestions
about improved product sue.

1.6.6 Partnership Marketing

13
 The company works continuously with the customer to discover ways to effect customer
savings or help the customer perform better.

Most companies practice only basic marketing if their markets contain many customers
and if their unit profit margins age small. Thus the Heinz company is not going to phone each
ketchup buyer to express appreciation. At best, Heinz will be reactive may setting up a customer
hot line.

After extreme in markets with few customers and high profits margins most sellers will
move toward partnership marketing Boeing parlance and ensuring that they fully satisfy united
requirements. Shows between the two extreme situates other levels of relationship marketing are
appropriate.

What specific marketing told can company use to develop stronger customer bonding and
satisfaction? Berry and parasuraman have distinguished there customer value building
approaches.

Adding financial benefits, adding social benefits and adding structural ties.

1.6.7 Adding Financial Benefits

Two financial benefits the companies can offer are frequency marketing programs and
club marketing programs. Frequency marketing programs (FMPS) are designed to prove reward
to customers who buy frequently and or in substantial amounts. Frequency marketing is an
acknowledgement if the fact that 20% of a company customer might account of 80% its buss.

Proprietary software programs, marketing research sales training and sales lead to ota
loyal customers.

1.6.8 Customer Profitability

14
 Ultimately marketing is the art of attracting and keeping profitable customers. According
to James V. Patten of American express the best customers outspend others by ratios 16 to 17 in
the hotel/modal industry.

Carl Sewell, who runs one of the best-managed auto dealership in the world estimates
that a typical auto buyer value of over 3, 00,000 in car purchase and services. Yet every company
less money on some of its customers.

The well-known 80/20 rule says the top 20% of the customers may generate as much as
80% of the company’s pots. William sherden has suggested amending the rules to reside
80/20/30, to reflect the idea theta. “The top 20% of customer generate 80% of the company’s
profits half of which is lost serving the bottom 30% of unprofitable customers” the implication is
the a that company could improve its profits my firing its worst customers.

Furthermore it isn’t necessarily the company largest customers who are yielding the most
profit. The largest customers demand considerable service and receive the deepest discounts thus
reducing the company profile level. The smallest customer pay full price and receive minimal
service but the costs of automatically upon purchase or promised purchase of a certain amount,
or paying a fee. Some clubs have been spectacle successful.

1.6.9 Adding Social Benefits

Here company personnel work on increasing their social bonds with customers
individualizing and personalizing there customer relationships. Table 2-2 contrasts asocial
sensitive to a socially insensitive approach to customers. Essence thoughtful companies turn their
customers into clients.

15
 CHAPTER II

2.1 RESEARCH METHODOLOGY

This chapter deals with the research design, survey method, data collection details and
tools which are used for analysis and interpretation.

The researcher has made a descriptive study. This means that he has not used any
mathematical approach because the study covers costumer preference and satisfaction the
collection basic information in simple contest. The topic selected to deal with.

2.1.1 Research Design

The formidable that follows the task of the defining the research problem is the
preparation of the design of the research project, popularly known as the ‘research design’
Decisions regarding what when, where, when how much, by what means concerning an inquiry
or a research study “a research design is the arrangement of conditions for collection and
analysis of data in a manner that aims to combine relevance to the research purpose with
economy in procedure.” In fact, the research design is the conceptual structure within which
research is conducted it constitutes the blue print for the collection, measurement and analysis of
data. As such design includes an outline of what the researcher will do from writing the
hypothesis and its operational implications to the final analysis of data.

2.1.2 Need for Research Design

16
 Research design is needed because if facilitates the smooth sailing of the various research
operations, thereby making research as efficient as possible yielding maximal information with
minimal expenditure of effort, time and money. Just as for better, economical and attractive of
house, we need a blueprint well thought out and prepared by an expert architect, similarly we
need a research design or a plan in advance of data collection and analysis for the method to be
adopted for collecting the relevant data and the techniques to be used in their analysis, keeping in
view the objective of the research and the availability of staff, time and money. Preparation of
the research design should be done with great care as any error in it may upset the entire
project .Research design,infact as a great bearing on the reliability of the results arrived at
and as such constitute the firm foundation of the entire edifice of the research work.

Even then, the need for the well thought out research design is at times not realized by
many. The importance of that this problem deserves is not given to it. Therefore, many
researches do not serve the purpose for which they are undertaken infect, they may not serve the
may even give misleading conclusion, thoughtlessness’ in designing the research project may
results in rendering the research excise futile. It is, therefore, imperative that an efficient and
appropriate design must be prepared before starting research operations the design helps the
researchers to organize his ideas in a form whereby it will be possible for him to look for flaws
and in adequacies. Such a design can even be given to others for their commands and critical
evaluation. In the absence of such course of action, it will be difficult for the critic to provide a
comprehensive review of the proposed study.

2.1.3 Descriptive Research

17
 Descriptive research is also known as ex-post facto research in descriptive type of
research, the researcher presents a description of state of affairs as it exists at present. The
researcher can present only what has happened or what is happening. The variable remains
beyond his control. The most commonly used method for conducting for research is survey
method of all kinds, including comparative and correlation.

2.1.4 Process of Research

Research, be it applied or fundamental, descriptive or analytical, need to be conducted

following a scientific process. This ensures meaningful research results.
• Identification and selection of a research problem
• Review of literature to identify the gaps in the existing knowledge
• Concept clarification
• Preparation of research design consisting of objectives and time schedule for study
• Selection of research methodology
• Collection of data
• Process of data involving coding, tabulation and preparation of tables, diagrams and
charts
• Analysis of data
• Drafting of data

18
 2.2 DATA COLLECTION

The data is collection through the primary data collection method.

2.2.1 Primary Data

It is refers to the first hand information collected by the researches by using suitable
questionnaire. So they are first hand information which are views, opinions, suggestions, and
recommendations of the customer.

2.2.2 Questionnaire

The term questionnaire usually refers to a self administrated process where by the
respondent himself reads the questions and records the answers of the respondent, here the
researches is using

 Open-ended question
 Closed ended question
 Multiple-choice questions
 Rating scale

These are based on structured undisguised questionnaire.

2.2.3 Tools used

Analysis and interpretation is done by using the tools such as percentage method, cross
table analysis.

Pie-charts, bar charts are used for graphical representation.

19
2.2.4. Method of primary data collection

The researcher shows all types of data collections and its technique is given below.

2.2.4.1 Survey method

Survey is the most commonly used method of primary data collection in marketing
researches, survey researches is a systematic gathering of data from respondents through
questionnaire.

2.2.4.2 Survey technique

Survey technique adapted is personal interview through this way the researches is
collection the data.

2.2.4.3 Sample size

The sample size is determined by the level of precision and confidence desired in
estimating the population parameters, as well as the variability in the population itself.

Cost considerations could also play a part. The generlizability of the finding from a study
of the sample to the population is dependent on its representatives that are the sophistication of
the sample size.

Considering the nature and extent of the study and with the time constrain a sample size
of 100 is chosen.

2.2.4.4 Personal interview

In personal interview the investigator question the respondents in a face-to-face meeting;
personal interview is conducted on a door-to-door basis or in public places.

20
 2.3 DATA ANALYSIS AND INTERPRETATION

Table no 2.3.1 Prefer the Most Sending Letter

S.No Prefer No. of. Respondents Percentage

1 Stcourier courier service 50 50%
2 Professional courier service 30 30%
3 Other courier service 20 20%
Total 100 100%

Interpretation:

From the above table found that 50% of respondents to prefer a Stcourier service, 30% of
respondents to prefer a professional courier service, and 20% of respondents choosing other
courier service.

Chart no 2.3.1 Prefer the Most Sending Letter

P erfer
120% 100%
100%
No of Respondent

80%
60% 50%
30%
40% 20%
20%
0%
Total
service
courier
Stcourier

Other
service

Professional
courier

service
courier

Table no 2.3.2 Influences you’re in Sending Letter

21
 S.No Influence No. of. Respondents Percentage
1 Quality of service 50 50%
2 Service rate 20 20%
3 Delivery time 30 30%
Total 100 100%

Interpretation:

From the above table found that 50% of respondents to influence a quality of service,
30% of respondents to service rate, and 20% of respondents to delivery time.

Chart no 2.3.2 Influences you’re in Sending Letter

In flu e n c e

120% 100%
100%
No of Respondent

80%
50%
60%
30%
40% 20%
20%
0%
Q u a lity o f S e rvice D e live ry T o ta l
se rvice ra te tim e

Table No 2.3.3 No of Year in the STCOURIER Service

S.No No of years No. of. Respondents Percentage

1 Less than 1year 20 20%
2 1-2 years 20 20%

22
 3 3-4 years 20 20%
4 More then 6 years 40 40%
Total 100 100%

Interpretation:

From the above table found that 40% of respondents to less than 6 year are stcourier
service, 20% of respondents to 1-2 years, 20% of respondents to 3-4 years, and 20% of
respondents to more than 1 year.

Chart No 2.3.3 No of Year in the STCOURIER Service

N o o f years
120%
100% 100%
No of Respondent

80%
60%
40% 40%
20% 20% 20% 20%
0%
Les s 1-2 3-4 M ore Total
than y ears y ears then 6
1y ear y ears

Table no 2.3.4 Send Courier With in the State Level

S.No State level No. of. Respondents Percentage

1 Yes 70 70%
2 No 30 30%
Total 100 100%

23
Interpretation:

From the above table found that 70% of respondents to state level about the Yes, and
30% of respondents to about the state level no.

Chart no 2.3.4 Send Courier With in the State Level

S ta te le v e l

10 0%
100%
70%
No of
R e sp o n d e50% 3 0%
nt

0%
Y es No Total

Table no 2.3.5 Expectation about Benefit

S.No Expectation No. of. Respondents Percentage

1 Attraction customers 40 40%
2 System for sending money 30 30%
3 Facility for saving 30 30%
Total 100 100%

Interpretation:

24
 From the above table found that 40% of respondents to expectation of attraction
customer, 30% of respondents to system for sending money, and 30% of respondents to facility
for saving.

Chart no 2.3.5 Expectation about Benefit

E x p e c ta tio n
120% 100%
100%
No of Respondent

80%
60% 40%
40% 30% 30%
20%
0%
A ttrac tionS y s tem forF ac ility for Total
c us tom ers s ending s aving
m oney

Table no 2.3.6 Terms of Delivery Time

S.No Delivery time No. of. Respondents Percentage

1 12 hours 25 25%
2 24 hours 50 50%
3 48 hours 25 25%
Total 100 100%

Interpretation:

25
 From the above table found that 50% of respondents to terms of delivery time are 24
hours, 25% of respondents to delivery time are 12 hours, and 25% of respondents to delivery
time are 48 hours.

Chart no 2.3.6 Terms of Delivery Time

D elive ry tim e

25%
12 hours
24 hours
100% 50%
48 hours
Total
25%

Table no 2.3.7 Sufficient Number of Courier

S.No Sufficient number No. of. Respondents Percentage

1 Yes 60 60%
2 No 40 40%
Total 100 100%

Interpretation:

From the above table found that 60% of respondents to sufficient number of courier are
Yes, and 40% of respondents to sufficient number of courier are No.

26
 Chart no 2.3.7 Sufficient Number of Courier

S u ffic ie n t n u m b e r
100%

100% 60%
40%
No of
R e sp o n d e5 0 %
nt
0%
Y es No To ta l

Table no 2.3.8 Affect of Service

S.No Affect of service No. of. Respondents Percentage

1 Satisfy 65 65%
2 Dissatisfy 35 35%
Total 100 100%

Interpretation:

From the above table found that 65% of respondent to affect of service are satisfy, and
35% of respondents to affect of service are dissatisfy.

Chart no 2.3.8 Affect of Service

27
 Affe c t o f s e rv ic e

65% S atis fy
D is s atis fy
100%
Tot al
35 %

Table no 2.3.9 About Price Reduction

S.No About price reduction No. of. Respondents Percentage

1 Maximum Rs.30 10 10%
2 Average Rs.15 20 20%
3 Minimum Rs.10 70 70%
Total 100 100%

Interpretation:

From the above table found that 70% of respondents to about price reduction are
maximum Rs.10, 20% of respondents to price reduction are average Rs.15, and 10% of
respondents to price reduction are minimum Rs.30.

Chart no 2.3.9 About Price Reduction

28
 Abo u t p rice red uc tio n

10%
20%
M ax im um Rs .30
A verage Rs .15
100%
M inim um Rs .10
70%
Total

Table no 2.3.10 Attraction with Service

S.No Attraction with service No. of. Respondents Percentage

1 High 40 40%
2 Average 25 25%
3 Medium 10 10%
4 Low 25 25%
Total 100 100%

Interpretation:

From the above table found that 40% of respondents to high attraction with service, 25%
of respondents to average, 25% of respondents to medium, and 10% of respondents to low
attraction.

Chart no 2.3.10 Attraction with Service

29
 A ttra c tio n w ith s e rv ic e
120%
100%
100%

No of Respondent
80%
60%
40%
40% 25% 25%
20% 10%
0%
H igh A verageM edium Low Total

Table no 2.3.11 Proximately Service

S.No Proximately service No. of. Respondents Percentage

1 St courier attraction 50 50%
2 Professional attraction 30 30%
3 Other courier attraction 20 20%
Total 100 100%

Interpretation:

From the above table found that 50% of respondents to proximately service are st courier
attraction, 30% of respondents to professional attraction for proximately service, and 20% of
respondents to other courier attraction for proximately service.

Chart no 2.3.11 Proximately Service

30
 P ro x im a te ly s e rv ic e

S t c o urier
attrac tio n
50 %
P ro fe s s io nal
attrac tio n
100 %
O th er c ourier
3 0% attrac tio n
2 0% To ta l

Table no 2.3.12 Work Shift of Service

S.No Work shift of service No. of. Respondents Percentage

1 Morning shift 55 55%
2 Afternoon shift 25 25%
3 Night shift 20 20%
Total 100 100%

Interpretation:

From the above table found that 55% of respondents are selecting morning shift, 25% of
respondents are choosing afternoon shift, and 20% of respondents are select night shift.

Chart no 2.3.12 Work Shift of Service

31
 W o rk s h ift o f s e rv ic e
120% 100%
100%

No of Respondents
80%
55%
60%
40% 25% 20%
20%
0%
M orning A fternoon N ight s hift Total
s hift s hift

Table no 2.3.13 Joining this Service

S.No Joining this service No. of. Respondents Percentage

1 One-Two 10 10%
2 Three-Four 40 40%
3 More 30 30%
4 None 20 20%
Total 100 100%

Interpretation:

From the above table found that 40% of respondents to before joining this service three-
four, 30% of respondents to more than four, 20% of respondents to choose none, and 10% of
respondents are only one-two.

Chart no 2.3.13 Joining this Service

32
 J o in in g th is s e rv ic e

10% O ne-Tw o
40% Three-F ou r
M ore
100%
30% N one
20% Total

Table no 2.3.14 Advantage of Service

S.No Advantage of service No. of. Respondents Percentage

1 Very good 45 45%
2 Good 30 30%
3 Average 15 15%
4 Low 10 10%
Total 100 100%

Interpretation:

From the above table found that 45% of respondents are advantage of service is very
good, 30% of respondents are choosing is good, and 15% of respondents are select average, and
10% of respondents are get low advantage.

Chart no 2.3.14 Advantage of Service

33
 Ad van tag e o f service
120% 100%
100%

No of Respondents
80%
60% 45%
40% 30%
15% 10%
20%
0%
V ery G ood A verage Low Total
good

Table no 2.3.15 International Service

S.No International service No. of. Respondents Percentage

1 Yes 40 40%
2 No 60 60%
Total 100 100%

Interpretation:

From the above table found that 60% of respondents are using international service is no,
and 40% of respondents are selecting international service is Yes.

Chart no 2.3.15 International Service

34
 In te rn a tio n a l s e rv ic e
120%
100% 100%
80%

No of Respondents
60% 60 %
40% 40%
20%
0%
Y es No To ta l

Table no 2.3.16 Benefit of Service

S.No Benefit of service No. of. Respondents Percentage

1 Cost deduction 35 35%
2 More countries 65 65%
Total 100 100%

Interpretation:

From the above table found that 65% of respondents are expecting more countries service
benefit, and 35% of respondents are expect to benefit of cost deduction.

Chart no 2.3.16 Benefit of Service

35
 B e n e fit o f s e rv ic e

35%
C os t deduc tion
100% M ore c ountries

65% Total

Table no 2.3.17 Freedom of Service

S.No Freedom of service No. of. Respondents Percentage

1 Strongly agree 15 15%
2 Agree 35 35%
3 Disagree 20 20%
4 Strongly disagree 30 30%
Total 100 100%

Interpretation:

From the above table found that 35% of respondents are freedom of service agree, 30%
of respondents are freedom of service is strongly disagree, and 20% of respondents are disagree,
and 15% of respondents are strongly agree.

Chart no 2.3.17 Freedom of Service

36
 F re e d o m o f s e rv ic e
120% 100%
100%

No of Respondents
80%
60% 35% 30%
40% 15% 20%
20%
0%

Agree

Total
Strongly

Disagree

disagree
Strongly
agree

Table no 2.3.18 About Income Tax Benefit

S.No Income tax benefit No. of. Respondents Percentage

1 Less than Rs.25000 10 10%
2 Rs.25001-40000 20 20%
3 Rs.40001-50000 25 25%
4 More than Rs.60000 45 45%
Total 100 100%

Interpretation:

From the above table found that 45% of respondents are income tax benefit is more than
Rs.60000, 25% of respondents are Rs.40001-50000, 20% of respondents are Rs.25001-40000,
and 10% of respondents are less than Rs.25000.

Chart no 2.3.18 About Income Tax Benefit

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 Income tax benefit
120%

No of Respondents
100% 100%
80%
60%
40% 45%
20% 20% 25%
10%
0%

Rs.60000
Rs.25001-
Less than

Rs.40001-
Rs.25000

Total
More
40000

50000

than

Table no 2.3.19 About Technology

S.No Technology No. of. Respondents Percentage

1 Through internet service 75 75%
2 Through email service 25 25%
Total 100 100%

Interpretation:

From the above table found that 75% of respondents are using internet service, and 25%
of respondents are expecting through email service.

Chart no 2.3.19 About Technology

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 T e c h n o lo g y

Th ro u g h in te rn e t
s e rvic e
75%
Th ro u g h e m a il
100% s e rvic e
25% To ta l

CHAPTER III
3.1 FINDINGS

 The finding of the study are abstracted below

 50% of respondents are prefer a Stcourier service

 50% of respondents to influences a quality of service

 40% of respondents to more than the number of years in 6 in the st courier service

 70% of respondents to terms of delivery time are 24 hours

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 60% of respondents to sufficient number of courier are yes

 Most of the respondents (40%) say that high level of attraction

 55% of respondents are selecting morning shift

 70% of respondents to proximately service are Stcourier

 40% o respondents to before joining this service three-four

 60% of respondents are using international service is nothing

 65% of respondents are expecting more countries service benefit

 70% of respondents to about price reduction are maximum Rs.10

 65% of respondents of affect of service are satisfied

 40% of respondents to expectation of attraction customer

 45% of respondents of are advantages of service is very good

 35% of respondents are freedom of service agree

 45% of respondents are income tax benefit is more than Rs.60000

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  75% of respondents are using internet service

3.2 SUGGESTIONS

 The firm maintain the same level distribution channel

 Maintain the quality of performance of STCOURIER service
 Keep the price system of the performance
 To create awareness about performance of STCOURIER service at ambur
 To maintain the proper delivery time of courier service

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 3.3 CONCLUSION

The project work has given me a golden opportunity to understand the operation of
STCOURIER service. It has helped to understand the nature of the work among the performance.

Details were collated through survey guided by a structured questionnaire, which has
been out successfully.

In the specific study the performance levels have been studied and the suggestions have
been made accordingly.

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 I hope the above submitted report, and its suggestions will be help full to improve the
company relation with it customer and keep them too satisfied.

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