A project report on

Customer Perception towards First Flight Courier with specific reference to

First Flight Courier Service

SUBMITTED IN PARTIAL FULLFILMENT FOR THE DEGREE OF

POST GRADUATE DIPLOMA IN MANAGEMENT
UNDER GUIDANCE OF

Prof.Kunal Gaurav
(Professor of Marketing)
BY
Sanjay Patel
(13/028)

(2013-2015)
INSTITUTE OF COMPUTERS AND BUSINESS MANAGEMENTSCHOOL OF BUSINESS EXCELLENCE
HYDERABAD-500048

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Acknowledgement
It feel pleased to acknowledge many people involved in the successful completion of my project.
My deep sense of gratitude and sincere thanks to Dr. Prof. S. Zarar, (Principal and Director)
and Dr. Ritu Zarar, (Chairperson), INSTITUTE OF COMPUTER AND BUSINESS
MANAGEMENT, SCHOOL OF BUSINESS EXCELLENCE, who helped me in successful
completion of the project and my special thanks to Prof. Jitender Govindani, who helped me all
the way for my success in future.
My sincere thanks to Prof. Kunal Gaurav, ICBM-SBE, and Mr. B.V.Raj (Customer
relationship Manager) First Flight Courier Service for the support.
I am deeply indebted to my family and friends whove always believed in me and encouraged me
and my endeavors.

Sanjay Patel

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Abstract
I got an opportunity to learn about the organization, its product that is courier services and how it
functions. My job was to create the awareness about the courier service of first flight in and
around the Hyderabad area which improve my knowledge about marketing in class where I just
went through the basics but never implemented them in Real Situation.
To start With we will give brief information regarding Courier Service Industry then moving to
the main topic we will explain what is topic is all about. Customer Perception is one of the
factors that influence purchasing and buying behavior regarding any Product or services.
With respect to customer perception there are certain theories narrate as operant conditioning and
projective theory. Based on secondary source certain theoretical aspects are also included as a
part of study.
The after concentration is given to the primary research. It includes the analysis and result of
survey which was focuses on customer perception towards first flight courier services. The
survey was conducted with the help of structured questionnaire.
At last conclusion of report finding and suggestions was given based on study of secondary
source as well as primary research.

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BONAFIDE CERTIFICATE
Certified that this project report Customer Perception towards First
Flight Courier submitted in fulfillment for the award of PGDM
Programme of ICBM-SBE, Hyderabad was carried out by Sanjay
Patel under my guidance. This has not been submitted to any other
university of institution for the award of any degree/diploma/certificate.

Prof. Kunal Gaurav

Prof. S. Zarar

Department of marketing

Principal/Director

ICBM-SBE

ICBM-SBE

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Table of Contents
Chapter

Title of the chapter

Page Number

Introduction
Importance of the study
Objectives of the study
Scope of the study
Limitations
2

Literature Review

Methodology

Industry Review and Company Profile

Data Analysis and Interpretation

Findings
Suggestion
Recommendations

Annexure 1

Questionnaire

List of Tables

Table Number
1.

Title of the Table

Page Number

Represents thinking of the customer regarding courier service

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2.

representing the usage of First flight courier service

3.

Representing the customer recommendation for our courier

service to others.

4.

Representing the rate our delivery performance.

5.

Representing the comparison between customer expectation and

service quality.

6.

Representing the rate of accuracy towards our courier service.

7.

Representing the rating of First Flight as a courier service.

8.

Representing the likelihood of First Flight courier services to

others.

9.

Representing the service fulfilling of customer requirements.

10.

Representing the switching comparison from First Flight to

others, if others provide superior service.

11.

Representing the factors of our courier service.

List of Figures

Chart Number

Title of the Chart

1.

Represents thinking of the customer regarding

courier service

2.

representing the usage of First flight courier service

3.

Representing the customer recommendation for our

courier service to others.

4.

Representing the rate our delivery performance.

Page Number

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5.

Representing the comparison between customer

expectation and service quality.

6.

Representing the rate of accuracy towards our

courier service.

7.

Representing the rating of First Flight as a courier

service.

8.

Representing the likelihood of First Flight courier

services to others.

9.

Representing the service fulfilling of customer

requirements.

10.

Representing the switching comparison from First

Flight to others, if others provide superior service.

11.

Representing the factors of our courier service.

CHAPTER 1
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Introduction to Logistics Management

Logistics management is that part of the supply chain which plans, implements and
controls the efficient, effective forward and reverse flow and storage of goods, services and
information between the point of origin and the point of consumption in order to meet customers'
requirements. A professional working in the field of logistics management is called a logistician.
Logistics as a business concept evolved only in the 1950s. This was mainly due to the
increasing complexity of supplying one's business with materials and shipping out products in an
increasingly globalized supply chain, calling for experts in the field who are called Supply Chain
Logisticians. This can be defined as having the right item in the right quantity at the right time at
the right place for the right price and it is the science of process having its presence in all sectors
of the industry. The goal of logistics work is to manage the fruition of project life cycles, supply
chains and resultant efficiencies
The term "logistics" originates from the ancient Greek "" ("logos""ratio, word,
calculation, reason, speech, oration"). Logistics is considered to have originated in the military's
need to supply themselves with arms, ammunition and rations as they moved from their base to a
forward position. In ancient Greek, Roman and Byzantine empires, there were military officers
with the title Logistikas who were responsible for financial and distribution of supplies.
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The Oxford English dictionary defines logistics as: The branch of military science
having to do with procuring, maintaining and transporting material, personnel and facilities.
Another dictionary definition is: "The time related positioning of resources." As such, logistics
is commonly seen as a branch of engineering which creates "people systems" rather than
"machine systems"....

IMPORTANCE OF THE STUDY

The study has its importance to know how a customer perceives or selects a courier
service provider in terms of service quality, service delivery & pricing etc. It is a term frequently
used to measure how services provided by a courier company meet the customers expectations.
So that a customer will attract towards using the service of a courier company.

OBJECTIVE OF THE STUDY

To study the factors regarding customer perception for using any couriers services and
also which factor influence making customer perception.

LIMITATIONS OF THE STUDY

The study has following limitations:
The sample size is 100 only because of the time constraint.
This study was purely based on the corporate in Hyderabad.
Data collected may not be the representation of the entire population.

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CHAPTER 2

This article is written by Praful S. Gudadhe. In this article author mentioned Indias banking
sector is growing at a fast pace. It has become one of the most preferred banking destinations in
the world. Indian markets provide growth opportunities, which are unlikely to be matched by the
mature banking markets around the world. In this article talk about the perception towards state
bank of India The main purpose of the present study was to study the consumer perception
towards Products and services of State Bank of India branches of Yavatmal district. The sample
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study of sbi is 32 in which 20 rural 12 urban 2 semi urban areas generally the consumer of SBI of
Yavatmal district were the depositors, borrowers and others who avail Banking services.
As we know the banking industry most preferred destination in the world and it is growing day
by day .Banking sector in an
economy the easier can business take place, for this consumer is the most attractive market as
well as the SBI provide additional benefit to the consumer and that why the reason of sbi bank
increasing day by day in the in initial stage consumer do not want to use atm and other
technology sbi aware about it explain about the technology to the consumer.
The basic objective of the study is: consumer perception and satisfaction levels study the
availability and use of Products and services of State Bank of India in this methodology sample
size was taken 2044 customer 34 computerized sbi branches through survey questionnaire
interview on the levels of demographically measure the products services and availability
product and services. After the sampling survey we analyze and intemperate State Bank of India
has 159 Products and Services but twenty one products and services of Personal Banking were
selected for survey to know the availability and use of the services of those particular branches of
Yavatmal district. It was found that out of 2044 consumer, 1147 (56.12%) consumer these are the
some other data like housing loan, saving account, investment plan, availability of deposits
etc.ad the another one SBI look at the core banking services rural and semi urban areasCBS is a
main accounting and centralized transaction-processing engine on which the entire gamut of
retail and corporate banking products moves. this is all about the article.
This article is written by Aluregowda (2013), and author mentioned, retailing services has
become very much important in the competitive environment. Service quality has been widely
used by the retailers as one of the important strategy. Retailing is the second largest employment
provider after agriculture. The sector is witnessing a radical change as traditional retail markets
are replacing with new formats such as discounts stores, departmental stores, hypermarkets,
supermarkets etc. This article summary based upon the study of supermarket and their service
retail quality perception of consumer as we look at the past decade and the retail service is
booming day by dayservices has become very much important in the Competitive environment.

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Service quality has been widely used by the retailers as one of the important strategy. Retailing is
the second largest employment provider after Agriculture, Supermarkets etc.
In this competitive environment the retailers are more forced to concentrate towards consumer
perception. The article is talk about the service availability of product or services in supermarket
and the use of retail outlets Service quality in retail is different from other product or service
organizations Service quality is considered as the most vital organization performance indicator
both at the marketing literature usually and the service marketing literature
And the talk about the research methodology the relevant data for the study has been collected
from both primary and secondary sources. Primary data was collected through field survey with
structured questionnaires and personal interviews by taking random sampling. The area of study
is limited to MANGALORE. In this study, only one selected supermarket is included. The study
can be extended for consumers across greater geographical area and selecting more
supermarkets. the sampling size of this research on demographic information and the
supermarket visiting consumer were young and aged between 19 years to 25 years and 55percent
(110) of the respondents were males. Around 29percent (58) of the sample respondents had
graduation and54 percent (108) were employed; out of the total sample 22 percent (44) of the
respondents annual income was in between to 20000 to 25000.
The overall conclusion is that measurement of service quality has become significant marketing
tool for retail stores that wish to develop a competitive advantage by learning about their
consumer consumption experiences validating the Implementation of the retail service quality.

This article is on Consumer Perception towards LIC Health Insurance Plans written by M.
Akilaand author mentioned. The term Health Insurance is used to describe a form of insurance
that pays for medical expenses. It is used more broadly to include insurance that covers disability
or long-term nursing or custodial care needs. In simple words, if you are covered under Health
Insurance, you pay some amount of premium every year to an insurance company and if you
have an accident or if you have to undergo an operation or a surgery, the insurance company will
pay for the medical expenses. It is a tough ordeal if you are diagnosed with an illness and need to
be hospitalized, no matter if you are rich or poor, male or female, young or old. The article is
based on Consumer perception towards health insurance and in this relate with this health
insurance plan in Salem city The main objectives are to study the effect of consumer perception
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upon health insurance products; to identify the differences perceived by the consumer among the
policies of health insurance; and to assess the consumer overall satisfaction level with health
insurance products.
The term Health Insurance is used to describe a form of insurance,That pays for medical
expenses. It is used more broadly to include insurance that covers disability or long-term nursing
or custodial careneeds.The list of lifestyle diseases like heart problems, diabetes, stroke, renal
failure, some cancers just seems to get longer and more common these days. There are mainly 3
types of HealthInsurance covers which are Individual Medicaid, Family Floater Policy, and Unit
Linked Health Plans.
The main objective is that of this article is:
To study the effect of consumer perception upon healthInsurance products.
To identify the differences perceived by the consumer among the policies of health insurance.
To assess the consumer overall satisfaction level withHealth insurance products.
If we talk about the research methodology Data were collected using questionnaires, the most
common tool to evaluate the consumer perception. The sample unit of the study is existing
consumer of LIC health insurance policies living in the city of Salem. The total sample of the
study is 352. Primary research data is collected in the form of structured survey results from
various respondents in the city of Salem.and the another one is discriminate analysis provide
clear cut information of the policy and their benefits Majority of the respondents are satisfied
afterinvesting in health insurance plans of LIC. This study also discloses few areas of product
attribute improvement.
The conclusion is that about this summary is the actual perception of the consumer is that LIC
never lags behind compare to private players product in health insurance. Majority of the
respondents are satisfied after investing in health insurance plans of LIC areas of product
attribute improvement customer are easy to understand and easily use the service and talking
about the past research and current data customer are increasingly day by day and they prefer and
easily use it.
This article is on consumer perception towards SMS Marketing Written by Sri BGK Murthy
(2013) author mentioned innovation creates marketing opportunities and challenges. Mobile
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advertising, an area of mobile marketing is a form of advertising that targets users of Hand held
wireless devices such as mobile phones. It can reach the target customers anywhere any time .In
order to promote the selling of products or services, all the activities required to communicate
with the Customers are transferred through mobile devices. Combining with the customers user
profile and context situation, advertising companies can provide the target customers exactly the
information needed by them. The current study attempts to study consumers responsiveness to
mobile marketing, in terms of its impact on purchasing decision. In this Article We will discuss
about Global market Expansions new technology, new opportunity of Advertisement in the
market, for supporting one to one marketing, and increase the mobile penetration through direct
marketing channel. In this SMS marketing is one of the best tools. In this article will look at
effectiveness of the person on the basis of demographic relevance, and attribute towards SMS
Marketing. The innovation of opportunity and challenges of technology development have
created new marketing communication such as E-mail, SMS and MMS. SMS marketing totally
based on digital channel and we can interact or connect to the person one to one communication
and many to many communication. The traditional marketing communication planning has
focused, Marketing objective, reaching to relevant consumer and understand thee communication
and effectiveness. New media have created powerful tools for direct and interactive marketing.
The objective of the study is that, Understand the mobile sector in India. Know the reliability of
mobile marketing and the possible impact.
And talk about the research methodology finding the answer to the question that indicates the
research.
And the last conclusion is that consumer perception and consumer attribute towards SMS
Marketing is not much higher, Because of the complicated technology.

This article is on consumer perception of store image and store loyalty written by Muhammad
Imran (2013)and author mentioned, the measurement of retail image is a topic of great interest
in retailing research and there are several ways to measure retail images and brand
positions.Retail industry is one of the industries that are flourishing very rapidly in todays
world. Now a days consumer likely to buy the goods and services through retail store because
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very convenience to them and also cost effectiveness, so taking into account big business houses
entered into the retailing sector for example- Aditya Birla Group More is there, Reliance Group
Reliance fresh is there, Ratandeep and Balaji Grand. So main thing is that in the Retail industry
store image and store decode is very important to attract the customer. Customer only goes to
that retail store that is visible; attractive that also leads to loyalty of the customer towards that
retail store.
Consumer perception is psychological phenomena. So in order to attract customer owner of the
retail store maintained their store in a very good manner with a different scheme.
At the last I would like to conclude that in retail store image matter a lot regarding perception
and loyalty of the customer.
This article is written byM.Alika (Aug 2013).The article is based on customer perception
towards health insurance and in this relate with this health insurance plan in Salem city The main
objectives are to study the effect of customers perception upon health insurance products; to
identify the differences perceived by the customers among the policies of health insurance; and
to assess the customer overall satisfaction level with health insurance products.
The term Health Insurance is used to describe a form of insurance
That pays for medical expenses. It is used more broadly to include insurance that covers
disability or long-term nursing or custodial careneeds the list of lifestyle diseases like heart
problems, diabetes, stroke, renal failure, some cancers just seems to get longer and more
common these days. There are mainly 3 types of Health Insurance covers which are Individual
Medicaid, Family Floater Policy, and Unit Linked Health Plans.

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The main objective is that of 0this article is:

To study the effect of customers perception upon healthInsurance products.
To identify the differences perceived by the customersamong the policies of health insurance.
To assess the customer overall satisfaction level withHealth insurance products.
If we talk about the research methodology Data were collected using questionnaires, the most
common tool to evaluate the customers perception. The sample unit of the study is existing
customers of LIC health insurance policies living in the city of Salem. The total sample of the
study is 352. Primary research data is collected in the form of structured survey results from
various respondents in the cityof Salem.and the another one is discriminate analysis provide clear
cut information of the policy and their benefits Majority of the respondents are satisfied
afterinvesting in health insurance plans of LIC. This study also discloses few areas of product
attribute improvement.
The conclusion is that about this summary is the actual perception of the customers is that LIC
never lags behind compare to private players product in health insurance. Majority of the
respondents are satisfied after investing in health insurance plans of LIC areas of product
attribute improvement customer are easy to understand and easily use the service and talking
about the past research and current data customer are increasingly day by day and they prefer and
easily use it.

This article is written by Dr. Latasri(2013). As we know the financial market is affected by the

financial behavior investors sometimes market share is up and sometime down and according to
that prospectus customer look at the company as well as any product with the reforms of
industrial policy, public Sector, financial sector and the money developments in the Indian
money market and capital market, mutual funds that Has become an important portal for the
small investor. Mutual fund is also influenced by their financial behavior. This paper analyses the
customer attitude towards UTI mutual funds. In that we study the perception, interest of the
Customers and the performance of the UTI mutual funds.

In this article research is done by primary and secondary data on the some of the person to find
the proper solution Perception is the process of attaining awareness or understanding of the
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environment by organizing and interpreting sensory information Perceptions vary from person to
person. Different people perceive different things about the UTIs investment philosophy is to
deliver consistent and stable returns in the medium to long term with a fairly lower volatility of
fund returns compared to the broad market. It believes in having a balanced and
Well-diversified portfolio for the entire funds situation.
UTI mutual fund follows an investment approach of giving as equal an importance to asset
allocation and sect oral allocation basically the need for the study is that the service rendered by
UTI has deteriorated and is also subject to criticism from all quarters. What is customer service
today may be different from service of tomorrow and a bad service thereafter. The customers of
UTI are often facing delays, refusal of service and grievances in services of agentsUTI mutual
fund is now entering a new phase of development, shifting the emphasis towards improvement in
the quality of customer service.
The objective of the study:
UTI mutual fund is now entering a new phase of development, shifting the emphasis towards
improvement in the quality of customer service and Data was collected through both primary and
secondary data sources. In this article research is done by primary and secondary data on the
some of the person to find the proper solution Primary data was collected through a
questionnaire. The research was done in the
form of direct personal interviews In this article research is done by primary and secondary data
on the some of the person to find the proper solution.
The conclusion is that the study revealed that the investors have greatest preference for capital
appreciation. The level of awareness about UTI mutual fundschemes can be enhanced through
the efforts of the company. Since many investors are not sure of investing again in UTI mutual
fund, the company should take efforts to make them.
This article is written by TranpreetKaur.As we know the customer point of view we can see
that customer is very price sensitive they want better product at affordable prizePeople usually
purchase counterfeit products for a plenty of reasons like value for money, opportunity to use
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much cheaperproducts without worrying about it being damaged, if you look at the male or
female point of view every person have

something Consumer behavior studies show that

malesand females often have different perceptions regarding the same thing because they differ
in the way they think. This paper tries to find whether there is any difference between the
perceptions of males and females regarding counterfeit garmentpurchase. Thus, this paper tries to
find out the way people think about the counterfeit product purchase and then analyze
thedifference in the thinking pattern of the two genders. Brands are indispensable entities of our
life nowadays. We use brands all through the day like mobiles, soaps, clothes, detergents,
Shoes, etc. Everyone wants to be attached with some good or well known brand.
Extensive growth in business of brands has paved way for introduction of counterfeits. Brands
sell like hot cakes making you stand out in competition and thereby the necessity of copying,
pirating, counterfeiting has emerged parallel to growth in brand Business. Once counterfeit
products come in market (especially a common man) is attracted towards these which are 4045%cheaper than original brands or even more. Counterfeiting means all the illegal activities
related to violation of all the intellectual property right counter fitting have different types like
this include manufacturing duplicated they are identically packaged have identical labels and
trademark.
In this artcle talk about and in which take the research on Ludhiana city where they take male
female perception towards counterfitts garments Counterfeits are harmful for both original brand
manufacturers and customers. Counterfeits are like parasites which ride on the Goodwill and
brand value earned by original brand manufacturer. It takes a number of years to build a brand
but counterfeits reap the benefits without any efforts because there are no input costs, no safety
standards, excise or taxes paid. Therefore, counterfeiters eat into the sales of original brand
manufacturers, snatching away their profits.
Objectives of the Study
The aim of the study is to throw light on consumer perception about counterfeit garments and
their willingness to buy the same.
More specifically, the objectives of the study are:
To understand customer perception regarding purchase of counterfeit garments.
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Comparative analysis of perception of males and females towards purchase of counterfeit

garments.
to identify the most preferred product categories of counterfeit products.
Research design is a pattern or an outline of a research projectworking. It is a statement of the
essential elements of a study, those that provide the basic guidelines for the details of the project.
The study conducted is based on research and design. In this study, population includes all the
people in Ludhiana city within the income bracket of Rs.20, 000 to Rs. 50,000 per month and
within the age bracket of 20 years to 50 years. Data is collected from both primary and secondary
sources. Primary data is collected through structured undisguised questionnaires. Secondary data
regarding the subject is collected from various websites, books, journals, magazines, news
clippings etc.
The overall conclusion is that it can be concluded that the perception of most of the people
regarding buying counterfeit garments is more or less. They perceive buying such products as
value for money and a good option for those who cannot buy original brands. Majority are
satisfied with the price and appearance of counterfeit garments but dissatisfied with the quality
and life of garments. Also, though majority of people believe that buying counterfeit products
harms the original brand image but still they show willingness in buying the same. Research also
shows that there is no difference between the perception of males and females regarding
counterfeit garment
Purchase.
This article is written by Karan walia(April 2013)In this article mainly look at customer
perception towards jewelry,customerbehavior, factors, consumer sophistication diminishing
investment driven purchases alternative retail and competition from other luxury product
responding to the changing trends etc.
This article is aim to study the very changing market scenario transition from unorganized sector
to an organized one The paper also studies how the branded players are changing the perceptions
and attitudes of Indian customers towards jewelry and the market customer expectation
increasing day by day and customer want innovative design and thay want better quality.
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Perception is the process of attaining awareness or understanding of the environment by

organizing and interpreting sensory information.
Now a days customer perception are change mostly person look at the innovative product and
design rather than price this is the reason many competitors are there in a market they are able to
produce new jewellery design use material as per customer expectation there are some company
like adora ,sangini,orra,kiahgili ,nirvana,asmiDdams,nakshatra,tanishq etc.
The basic objective of the study is that
A comparative study on the consumers Perception towards Local and non brandedjewellery
.2. To compare between the consumer preference among the branded and non brandedjewellery.
3. To know consumer perception towards jewellery.
4. Brand awareness of various brands in the jewellery market

If you talk about the research methodology it has done by The study is based on exploratory and
descriptive research. The study encompasses

both type of data collection methods Primary

as well as Secondary sources. There are some factors are effecting like There is a marked shift in
the customers preferences and aspirations from gold jewellery to diamond jewellery which is
fuelled by media hype and exposure to lifestyle and luxury products. With more and more
players being introduced in the branded jewellery segment there is an onslaught of schemes and
promotions on diamond jewellery round the year.
The overall conclusion is that of article is In India, brands are required as no one shop alone can
do advertising due to lack of resources. Today, there are more than 50 brands in the Indian
market The consumers buying behavior shows a shift from content to design in jewellery
fashionable jewellery is the rage nowadays and acquires a status symbol in their minds.

This article is written by Sekar(2012) in this he defined customer preference towards Aavin
products and their satisfaction. India is the worlds largest customer of dairy products, consuming
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almost 100% of its own milk production. Dairy products are a major source of cheap and
nutritious food to millions of people in India and the only acceptable source of animal protein for
large vegetarian segment of Indian population, particularly among the landless, small and
marginal farmers and women. The huge volume of milk produced in India is consumed almost
entirely by the Indian population itself, in a 50-50 division between urban and non-urban areas.
Aavin is the trademark of the Tamil Nadu Co-operative Milk Producers' Federation Limited, a
Tamil Nadu-based milk producer's union. The aim of Aavin is to procure milk, process it, chill it,
pack and sell it to the customers. Trichy city has selected to evaluate their consumer preference
towards Aavin milk products. Structured Questionnaire has been prepared and collected from
200 respondents. This study uses different statistical tools to explore the objective facts. The final
outcome of this study confirmed that the Aavin products are satisfied its customer well.
This article is written byRao(2013) in this he defined gold is a precious metal that has been
valued by people since ancient times. People use gold for coins, jewellery, ornaments and many
industrial purposes.
As gold is preferred for all occasions, it is viewed that there is still more scope for this business.
Jewellery is a very vast field to study upon because for every culture and religion we have
different style of jewellery. Consumer buying behaviour has changed dramatically in the past few
years. Consumers are better informed and have more choices about how they spend their
money than ever before. They want experiences and products that satisfy their deepest emotional
needs, sold to them in the most innovative ways.
Jewellery has not only been considered for the purpose of adoration, but also as a security in
times of contingency. This is because it is often expensive and can be sold whenever there is a
dire need of money. Other than that, gold is also considered as a status symbol in India. The
benefits of buying gold are many in number. Gold has resale value and this makes gold of great
benefit and of great asset value to buy. In India, gold tends to have religious as well as cultural
significance. Based on the above, customer's attitude and behaviour on jewellery purchase in
Chennai City have played a significant role.

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This article is written by Prakash(2014) in this he defined about the automobile industry and
talk about the customer perception towards two-wheeler and this is one of the largest
manufacturing areas where customer preference to a automobiles and other durables product in
urban and rural areas.
So, it became necessary for the companies to build their brands and increase their Brand Equity
in order to attract new customers and retain their existing customers especially. Hence, the
present study which attempts to study the impact of Brand Equity on the customer retention
value is the need of the hour, since the implications of the study will enable the brand managers
of each brand of two-wheeler to build a strong brand and ultimately leading to retaining their
valuable customers.Automobile is one of the largest industries in global market. Being the leader
in product and process technologies in the manufacturing sector, it has been recognized as one of
the drivers of economic growth.
If we talk about the research methodology in this article the research has done by 252 samples
through questionnaire, interview and schedules and the other is the secondary data and find out
the proper solution is that customer are very brand loyal person in the semi urban areas persons
mostly prefer better quality at affordable price.
The overall conclusion is that there is a strong relationship between the different attributes of
brand equity and customer retention. Across this category, the brand with the greater brand
awareness yielded substantially higher levels of retention. In turn, the brand with the higher
brand imagery generated significantly greater preference.
This article is written by Ganapathi(May 2012) talk about the air conditioner there is a strong
relationship between the different attributes of brand equity and customer retention. Across this
category, the brand with the greater brand awareness yielded substantially higher levels of
retention. In turn, the brand with the higher brand imagery generated significantly greater
preference. There is a strong relationship between the different attributes of brand equity and
customer retention across this category, the brand with the greater brand awareness yielded
substantially higher levels of retention. In turn, the brand with the higher brand imagery
generated significantly greater preference.
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There is a strong relationship between the different attributes of brand equity and customer
retention across this category, the brand with the greater brand awareness yielded substantially
higher levels of retention. In turn, the brand with the higher brand imagery generated
significantly greater preference. There is a strong relationship between the different attributes of
brand equity and customer retention. Across this category, the brand with the greater brand
awareness yielded substantially higher levels of retention. In turn, the brand with the higher
brand imagery generated significantly greater preference.
This article is written by R.Sharma(Dec 2012). Today, supermalls are replacing kirana stores
all over India. Indias retail infrastructure is slowly undergoing a change with many hi-fi
supermalls being constructed and operating in various cities.The Indian consumer seems to be
undergoing a shift in terms of personality, buying motives, interests, attitudes, beliefs and values
when he or she is making a shift from kirana stores towards shopping malls. The scope of this
research is to assess the overall customer satisfaction, response of customers with regard to the
availability and quality of products and services offered at shopping malls and the comfort level
of the respondents towards shopping in the shopping malls. The Indian consumer seems to be
undergoing a shift in terms of personality, buying motives, interests, attitudes, beliefs and values
when he or she is making a shift from kirana stores towards shopping malls.
The objective of the study is to know the attitude of customers towards shopping malls and to
understand the customer purchase pattern.
To determine how customers rate product quality the conclusion is that today multi story
shopping malls are a shopaholics paradise in Mumbai. These shopping malls accommodate
every taste, pocket and style. Also, the city of Mumbai offers ample shopping opportunities to
tourists who come here to spend their vacation.
This article is written byGudadhe(2013). In this article author mentioned Indias banking sector
is growing at a fast pace. It has become one of the most preferred banking destinations in the
world. Indian markets provide growth opportunities, which are unlikely to be matched by the
mature banking markets around the world. In this article talk about the perception towards state
bank of India The main purpose of the present study was to study the consumer perception
24 | P a g e

towards Products and services of State Bank of India branches of Yavatmal district. The sample
study of SBI is 32 in which 20 rural 12 urban 2 semi urban areas generally the consumer of SBI
of Yavatmal district were the depositors, borrowers and others who avail Banking services.
As we know the banking industry most preferred destination in the world and it is growing day
by day. Banking sector in an economy the easier can business take place, for this consumer is the
most attractive market as well as the SBI provide additional benefit to the consumer and that why
the reason of SBI bank increasing day by day in the in initial stage consumer do not want to use
ATM and other technology SBI aware about it explain about the technology to the consumer.
The basic objective of the study is: consumer perception and satisfaction levels study the
availability and use of Products and services of State Bank of India in this methodology sample
size was taken 2044 customer 34 computerized SBI branches through survey questionnaire
interview on the levels of demographically measure the products services and availability
product and services. After the sampling survey we analyze and intemperate State Bank of India
has 159 Products and Services but twenty one products and services of Personal Banking were
selected for survey to know the availability and use of the services of those particular branches of
Yavatmal district. It was found that out of 2044 consumer, 1147 (56.12%) consumer these are the
some other data like housing loan, saving account, investment plan, availability of deposits
etc.ad the another one SBI look at the core banking services rural and semi urban areasCBS is a
main accounting and centralized transaction-processing engine on which the entire gamut of
retail and corporate banking products moves. this is all about the article.
This article is written by Aluregowda(2013), and author mentioned, retailing services has
become very much important in the competitive environment. Service quality has been widely
used by the retailers as one of the important strategy. Retailing is the second largest employment
provider after agriculture. The sector is witnessing a radical change as traditional retail markets
are replacing with new formats such as discounts stores, departmental stores, hypermarkets,
supermarkets etc. This article summary based upon the study of supermarket and their service
retail quality perception of consumer as we look at the past decade and the retail service is
booming day by dayservices has become very much important in the Competitive environment.

25 | P a g e

Service quality has been widely used by the retailers as one of the important strategy. Retailing is
the second largest employment provider after Agriculture, Supermarkets etc.
In this competitive environment the retailers are more forced to concentrate towards consumer
perception. The article is talk about the service availability of product or services in supermarket
and the use of retail outlets Service quality in retail is different from other product or service
organizations Service quality is considered as the most vital organization performance indicator
both at the marketing literature usually and the service marketing literature.
And the talk about the research methodology the relevant data for the study has been collected
from both primary and secondary sources. Primary data was collected through field survey with
structured questionnaires and personal interviews by taking random sampling. The area of study
is limited to MANGALORE. In this study, only one selected supermarket is included. The study
can be extended for consumers across greater geographical area and selecting more
supermarkets. the sampling size of this research on demographic information and the
supermarket visiting consumer were young and aged between 19 years to 25 years and 55percent
(110) of the respondents were males. Around 29percent (58) of the sample respondents had
graduation and54 percent (108) were employed; out of the total sample 22 percent (44) of the
respondents annual income was in between to 20000 to 25000.
The overall conclusion is that measurement of service quality has become significant marketing
tool for retail stores that wish to develop a competitive advantage by learning about their
consumer consumption experiences validating the Implementation of the retail service quality.
This article is on Consumer Perception towards LIC Health Insurance Plans written
byAkila(2013) and author mentioned the term Health Insurance is used to describe a form of
insurance that pays for medical expenses. It is used more broadly to include insurance that covers
disability or long-term nursing or custodial care needs. In simple words, if you are covered under
Health Insurance, you pay some amount of premium every year to an insurance company and if
you have an accident or if you have to undergo an operation or a surgery, the insurance company
will pay for the medical expenses. It is a tough ordeal if you are diagnosed with an illness and
need to be hospitalized, no matter if you are rich or poor, male or female, young or old. The
26 | P a g e

article is based on Consumer perception towards health insurance and in this relate with this
health insurance plan in Salem city The main objectives are to study the effect of consumer
perception upon health insurance products; to identify the differences perceived by the consumer
among the policies of health insurance; and to assess the consumer overall satisfaction level with
health insurance products.
The term Health Insurance is used to describe a form of insurancethat pays for medical expenses.
It is used more broadly to include insurance that covers disability or long-term nursing or
custodial care needs. The list of lifestyle diseases like heart problems, diabetes, stroke, renal
failure, some cancers just seems to get longer and more common these days. There are mainly 3
types of Health Insurance covers which are Individual Medicaid, Family Floater Policy, and Unit
Linked Health Plans.
If we talk about the research methodology Data were collected using questionnaires, the most
common tool to evaluate the consumer perception. The sample unit of the study is existing
consumer of LIC health insurance policies living in the city of Salem. The total sample of the
study is 352. Primary research data is collected in the form of structured survey results from
various respondents in the city of Salem.and the another one is discriminate analysis provide
clear cut information of the policy and their benefits Majority of the respondents are satisfied
afterinvesting in health insurance plans of LIC. This study also discloses few areas of product
attribute improvement.
The conclusion is that about this summary is the actual perception of the consumer is that LIC
never lags behind compare to private players product in health insurance. Majority of the
respondents are satisfied after investing in health insurance plans of LIC areas of product
attribute improvement customer are easy to understand and easily use the service and talking
about the past research and current data customer are increasingly day by day and they prefer and
easily use it.
This article is on consumer perception towards SMS Marketing Written by Murthy(2013) author
mentioned innovation creates marketing opportunities and challenges. Mobile advertising, an
area of mobile marketing is a form of advertising that targets users of Hand held wireless devices
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such as mobile phones. It can reach the target customers anywhere any time .In order to promote
the selling of products or services, all the activities required to communicate with the Customers
are transferred through mobile devices. Combining with the customers user profile and context
situation, advertising companies can provide the target customers exactly the information needed
by them. The current study attempts to study consumers responsiveness to mobile marketing, in
terms of its impact on purchasing decision.In this Article We will discuss about Global market
Expansions new technology, new opportunity of Advertisement in the market, for supporting one
to one marketing, and increase the mobile penetration through direct marketing channel. In this
SMS marketing is one of the best tools. In this article will look at effectiveness of the person on
the basis of demographic relevance, and attribute towards SMS Marketing. The innovation of
opportunity and challenges of technology development have created new marketing
communication such as E-mail, SMS and MMS. SMS marketing totally based on digital channel
and we can interact or connect to the person one to one communication and many to many
communication. The traditional marketing communication planning has focused, Marketing
objective, reaching to relevant consumer and understand thee communication and effectiveness.
New media have created powerful tools for direct and interactive marketing.
This article is on consumer perception of store image and store loyalty written by Imran(2013)
and author mentioned, the measurement of retail image is a topic of great interest in retailing
research and there are several ways to measure retail images and brand positions.Retail industry
is one of the industries that are flourishing very rapidly in todays world. Now a days consumer
likely to buy the goods and services through retail store because very convenience to them and
also cost effectiveness, so taking into account big business houses entered into the retailing
sector for example- Aditya Birla Group More is there, Reliance Group Reliance fresh is there,
Ratandeep and Balaji Grand. So main thing is that in the Retail industry store image and store
decode is very important to attract the customer. Customer only goes to that retail store that is
visible; attractive that also leads to loyalty of the customer towards that retail store. Consumer
perception is psychological phenomena. So in order to attract customer owner of the retail store
maintained their store in a very good manner with a different scheme.At the last I would like to
conclude that in retail store image matter a lot regarding perception and loyalty of the customer.

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This article is based on market potential of Mewar wall painting inspire sarees design written
bySudha(2013) and author mentioned Mewar paintings currently do not find much usage on
textiles, except as a few decorative painted wall panels, greetings cards, etc. This art needs to be
popularized in order to preserve its reminiscent beauty by adopting it on textiles1. The folk arts
on textiles have been finding many new applications in the fashion field. This article is based on
market potential of Mewar Wall Paintings Sarees Design. Mewar Wall Painting is basically
known for innovation. They keep on innovation their design, color, textiles, symbols etc. They
basically focused on traditional textiles, sarees, folk arts and they modified their textiles in
different places. The folk art on textiles have been finding of many new applications in the
fashion field. They were applied commercials aspect is gaining popularity day by day through
innovation of designers ideas that are transformed into tangible product.
The basic objective is that collect various motives used in Mewar paintings as sustainable design
for sarees. Some sarees stretching of fabrics on frame and other sarees as RaginiMaru, Maharana
playing chaupad, Maharana shooting bear, Ragmalkosik, AnsuayanaNaayika etc. They also
focused on silk sarees and printing folk sarees like mirror, sitara etc. Talking about market
potential 88% accessibility among the person of traditional sarees. The design of evaluation is
unique features.
The basic conclusion is that develop design for sarees were highly acceptable and enough market
potential than compare to others.
This article is on Market potential for probiotic nutritional supplement in India written byBalaji
(2012) the author mentioned Let food be thy medicine and medicine be thy food, the age-old
quote by Hippocrates, is certainly the tenet of today. With the growing interest in self-care and
integrative medicine coupled with our health-embracing baby boomer population, recognition of
the link between diet and health has never been stronger. As a result, the market for functional
foods, or foods that promotes health beyond providing basic nutrition, is flourishing. Within the
functional foods, is the small but rapidly expanding arena of probiotics live microbial food
supplements that beneficially affect an individual by improving intestinal microbial balance? The
first recorded probiotic was fermented milk for human consumption. After that, probiotics
became popular with animal nutrition. In India now a days people are more conscious about the
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health issues. They prefer Nutritions foods and the market this type of probiotic nutrition foods
increasing very rapidly. As we look as the past and the current scenario Indian Probiotic Industry
has done tremendous growth in India. The world highest cattle population has a distinct
advantage in the probiotic field. The brands like Amul, Nestle, Yakul, Danone, and Mother Dairy
along with the minor player in different regions. Today growing internet in self-care and integrity
medicine coupled with sour health embracing baby boomers population. Basically persons wants
healthier product. The food supplement which is beneficial for each and every individual person.
The baby product like lactobacillus GG, lactobacillus johns nil etc. The probiotic can be bacteria
yeast but most probiotic are bacteria. Among bacterium lactic acid bacteria is more popular. If
you talk about the Indian market is valued two million as per 2010 which their advent. Indian
probiotic market turnover is eight million by the year 2015. Probiotic in India generally high
demands and it comes two forms milk and fermented milk products.

At the overall conclusion we look at probiotic market present a growing picture in the future.
Challenges to be encountered. The company can be standardize sales procedures and create right
kind of awareness among the Indian population.
This article is on market potential and data warehousing an Empirical Views written by
Arvind(2013). India is going through a period of dramatic economic growth, and Teradata over
the past seven years has been happy to be part of it. We are very optimistic about India, and see a
huge market for EDW (Empirical data warehousing) and business intelligence. The market for
providing high-impact business solutions is still very nascent and grossly under-exploited. In an
Organization data and records are very important. In the current era all the company should have
to maintain. Proper record of the sales, purchase, finance etcIf we talking about the group
companies like Reliance, TATA, Birlas Their transactions are lot in number they have to
maintain large data base for that data warehouse came into the picture. Data warehouse is a place
where companies put there all records in system they are interconnected with the companies that
helps in easy access anytime any place. So there is huge market potential for the companies who
are involving given this type of data warehouse service to the other companies. India is a hub
outsourcing for the foreign companies. So the foreign companies also interested to buildup
warehouses in India.

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CHAPTER-3

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RESEARCH METHODOLOGY
Introduction
The quality and reliability of research study is dependent on the information collected in a
scientific and methodological manner. Scientific planning of designing of research method is a
0blue print for any research study. Therefore, proper time and attention should be given in
designing the plan of research. While proper definition of problem tells the researcher where he
has to go, proper design tells him how he should go. Selection of methodology for a particular
project is made easy by sorting out a number of alternative approaches, each of them having its
own advantage and disadvantages. Efficient design is that which ensure that the relevant data are
collected accurately. The researcher has to think about what procedure and techniques should be
adopted in the study. He should arrive at the final choice by seeing that the methodology chosen
for project is indeed the best one, when compared with others.

Sampling
For the project report I collected 100 respondents feedback to know the customer
perceptionregarding courier services in the market of Hyderabad through questionnaire i.e
random in nature.

Scaling Technique
For my research for some question I used likert scaling technique, and for some question I used
open ended direct question.

Data Description
Primary Data: Data which are collected fresh and for the first time and thus happens to be
original in character. Primary data are gathered for specific purpose. For our study through
questionnaire I collected primary data.
Secondary data: Data that collected from primary data i.e., they are already exit somewhere. For
the purpose of our study we collected both the data. Secondary data collected through company
website, journal and Article.

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CHAPTER 4

33 | P a g e

INDUSTRY PROFILE
Logistics service market India is on a growth trajectory owing to rapid globalization & 100%FDI
Allowance. Logistics services are classified into 4 types; those are courier services,reverse
logistics,freight forwarding & third party logistics. Growth in international trade is providing
huge demand for the logistics services. Growing competition in retail sector transcends need of
reverse logistics to handle return & store up gradation. 3PL providers need to customize their
services & charge competitive rates to benefit from retail boom in India E-tailing has revamped
showing experience by transforming it from a weekend to any time activity that is having a
favorable impact on courier & reverse logistics sectors.

INTRODUCTION:The courier industry specializes in time-definite, reliable transportation services for

documentsPackages & freight. This is done via a combination of transport networking that
includes road,Rail,sea & air for the door to door delivery. This extensive distribution system is
supported by infrastructure that comprises hubs,warehouses,IT technology & human resources,
as well asOffices in various cities.
Over the last two decades, courier services have grown increasingly important to business
needing to use Just-in-time manufacturing & retailing techniques & supply chain logistics in
order to remain competitive. Because of these techniques the industry had grown close to 30%
over the last five years. Owing to the growing demand for reduced transit time & early deliveries
the industry is forecast to grow at 25% for the next three to four years, making this one of the
fastest growing segments in cargo & transportation. International express vargo holds 6% of the
express cargo industry, but it forecasted to reach 40% by 2017.
The fortune of this industry are linked to the volumes of business that is generated because this
industry has a very high level of operating leverage. Thus, growth of this sector is driven by
macroeconomic variables directly manufacturing & trade sectors.

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PRODUCT SEGMENTS:Documents
This segment consist of letters, financial instruments & documents. Most typically the weight per
document is up to 500 Gms. to 1 kg. This segment is the traditional one for this industry, & is
expected to grow at 10-15% per annum.

Packages
Packages are shipments containing commercial goods like electronic products, samples, spare
parts, TVs & other commercial commodities. Growth in this packages segment is expected to be
32-35% per year. This segment is divided into two sub-segments:Air shipment: In this the high-value & time sensitive shipments are move through air transport.
In this the typical weight per shipment is up to 50-100kg.
Ground shipment: In this shipments have a transit time of 3-5 days, depending on the
destinations. Here shipments are typically high-volume or low-value.
Broadly speaking, the express industry consists two sectors:
The domestic segment, where the movement of couriers occur with in a country. &
The international segment, where the movement of couriers occur from other countries or to
other countries.

INDIAN SCENARIO:The domestic courier industry with a turnover of Rs 20 billion is still at a low stage when
compared to developing countries like China where the industry is six times bigger.
At present, there are around 2300 courier companies operating in India, but 4 major players in
the premium organized segment dominate the industry. Blue Dart Express Ltd. is the current
market leader with a 37% market share in the domestic market, &Elbee Services Ltd. is the
second largest player, which has a 20% market share in this industry.DHL Is primarily focusing
on the international segment, where it is the market leader, where Gati-KweCorporation Ltd. is
35 | P a g e

the current market leader in the domestic packages & ground distribution segments. In the
domestic air parcels segment, Blue Dart, having developed its own air networks & own aircraft
operations, so that they are the current market leader.
In the mid-1980s, professional couriers were used to send important documents. However, this
trend began changing towards the end of the 80s. It was the time when players like Blue Dart
&Elbee made Ana entry &, by the end of 80s, these companies began shipment of samples for
the non-commercial purposes.
During this period domestic courier industry was growing at 30-35% p.a. so that international
express companies like FedEx & United Parcel Service (UPS) entered through strategic alliances
with Blue Dart &Elbee, respectively. Elbee also had a strategic alliance with TNT, which was a
European company. Because of the strategic alliances with the global express companies, it
helped the Indian companies to expand their operations globally. Globalization in the early 90s
gave a further flip to this industry. The end of 1996 saw a slowdown in Indian economy & so that
in this industry also.
The organized segment dominates the package. & the premium document business since it
requires a strong infrastructure, while the low rate document business is purely dominated by the
unorganized sector. However in terms of volume the organized & the semi-organized sector
occupies 64% of the market, & other 36% market is occupied by the un-organized sector.
In this business international operations are less profitable as compare to domestic operation.
Because in domestic operations the cost is very low. Currently 64% of the revenues occurred
from domestic operations & the remaining 36% from the international operations.

TOP 10 COURIER COMPANIES IN INDIA

1)
2)
3)
4)
5)
6)
7)
8)
9)

INDIAN POST
DHL
BLUE DART
FIRST FLIGHT
FED EX
DTDC
ELBEE/TNT
GATI-KWE
OVERNIGHT COURIERS
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10) PROFESSIONALS

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COMPANY PROFILE
ABOUT FIRST FLIGHT COURIERS:First flight couriers started their operations in the year 1986. It began with the setting up of three
offices at Kolkata, Mumbai & Delhi. The overwhelming response from customers, was not just a
dream come true, but the fruits of the early realization & recognition of the tremendous potential
that the Indian subcontinent affected in terms of the market size.
It was the foresight & dynamism of the founder chairman & managing director O.P. Saboo which
created a spring board for the organization to catapult into what it is today Indias largest
domestic courier company.

1200 first flight offices across India

2300 Authorized collection centers
452 franchised locations
Serving over 6700 pin code destinations across India
Dedicated workforce of over 17000 plus employees
Strategically located 10 own international offices

The fast paced growth & widening network is the outcome of four basic beliefs:
Speed
Safety
Reliability
Economy
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 & 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 Flights commitment to corporate excellence & its yearning for making it a common
household name opens floodgates of opportunities & challenges & to meet it head on, shall be
the corner stone of its philosophy.

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KEY PEOPLE OF FIRST FLIGHT COURIERS LTD.

Mr. O.P. Saboo ( Chairman& Managing Director )

Mr. N.K. Somani ( Deputy Managing Director )
Mr. R.K. Saboo ( Deputy Managing Director )
Mr. Mahesh Pareek ( Director Finance )
Mr. M.L. Saboo ( Director )
Mr. A.K. Srivastava ( Director )
Mr. Vijay Kumar ( Vice President Tamilnadu& Karnataka )
Mr. SumitJha ( Vice President Delhi, West Bengal, Jharkhand, Bihar, Orissa )

VISION OF FIRST FLIGHT:We are a team of professionals committed to corporate excellence.We thrive on innovations
through dedication, commitment, team work, sincerity& honesty to achieve 100% customer
satisfaction. We have a vision of making First Flight a household name in India & have high
global visibility.
We aspire to develop high competency & achieve zero error in service through high technology
& be synonymous with quality service & become a 150 USD group.

MISSION OF FIRST FLIGHT:We seek to be, & be recognized as a responsible, fair & profitable organization committed to
providing our customers, A precise prompt and courteous service: for our employees, A spirit of
family & opportunity for personal growth: for our shareholders, A fair profit & for the
community support for activities that enhance the quality of life.

PRODUCTS & SERVICES PROVIDED BY FIRST FLIGHT COURIERS:The products provided by this company are domestic, international, first wings, emotional bond,
tours & travels, flexi pack & logistics. From all these services domestic & international services
are the main services provided by this company.
In domestic express mode the company provide the service for the both documents & nondocuments. A guaranteed & prioritized upliftment through their own aircraft and/or by the fastest
& first available commercial airlines & surface mode. Wherever air routes apply, a courier
accompanies the loads to the destinations & ensures immediate retrieval from the airport &
delivery effected in the least possible time.

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In international services also first flight brings the same quality of service & value enjoyed by
the domestic customers to international shipments. Along with on-time deliveries, & they also
give extra importance to the safety of the customers products. Therefore our customers can be
relieved of all worries while dealing with this company.
The services provided by first flight are pickup request, e-mail tracking &SMS tracking. Through
pickup request the customer can give the correct time to the nearest branch, so that the collection
boy will collect the parcels according to the customers timing & the customer also can call to
the nearest branch for the collection of the parcels.
Through the help of the e-mail tracking the customer can trace the couriers through the e-mail. &
through SMS tracking system the customer can know till where the parcels or the couriers
reached.When a customer select a courier service of first flight, the sales executive gives all the
required guidelines of the consignments, & gives the information about the prohibited items
Also. If in a new financial year the company charges their customers with new rates the
executive will give all the updates to the required company.

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CHAPTER -5

Table1: Represents thinking of the customer regarding courier service

Option
DTDC
FEDEX
First Flight
Blue Dart
Other
Total

Number
20
30
45
5
0
100

Percentage
20%
30%
45%
5%
0%
100%

Chart1: Represents thinking of the customer regarding courier service

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50
45
40
35
30
25
20
15
10
5
0

DTDC

FEDEX

First Flight

Blue Dot

Interpretation:In this data talks about mindset and thinking about the courier service and most of the person are
saying about First Flight rather than other because of the superior features and innovative
technology and the main important thing is that fast delivery of the courier service.

Table -2 representing the usage of First flight courier service.

Option
Yes
No
Total

Number
70
30
100

Percentage
70%
30%
100%

Chart:- 2 Representing the usage of First flight courier service.

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80
70
60
50
40
30
20
10
0

Yes

No

Interpretation:
According to the data is that 70% are using courier services and rest 30% persons are saying no
because of the some of the person they are not aware about it and they trust on post office speed
post rather than courier services.

Table 3:- Representing the customer recommendation for our courier service to others.
Option
Yes
No
Total

Number
75
25
100

Percentage
75%
25%
100%

Chart: - Representing the customer recommendation for our courier service to others.
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80
70
60
50
40
30
20
10
0

Yes

No

Interpretation:According to the data shown that recommendation and I found that 75% persons are saying to
recommend courier service to others because the like First Flight Courier services and quality.

Table 4:- Representing the rate our delivery performance.

Option
Poor
Average
Neutral
Good
Very Good
Total

Number
0
20
60
20
0
100

Percentage
0%
20%
60%
20%
0%
100%

Chart 4:- Representing the rate our delivery performance.

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70
60
50
40
30
20
10
0

Poor

Average

Nutral

Good

Very Good

Interpretation:-Here according to the data tells about delivery of the performance and found that
most of the persons are in the neutral category because of the First Flight Courier service
delivery not superior to others.

Table 5:- Representing the comparison between customer expectation and service quality.
Option
Poor
Average
Neutral
Good
Very Good
Total

Number
0
0
35
45
20
100

Percentage
0%
0%
35%
45%
20%
100%

Chart 5:- Representing the comparison between customer expectation and our service quality.

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100
90
80
70
60
50
40
30
20
10
0

Poor

Average

Neutral

Good

Very Good

Interpretation:According to data, its discussed about customer expectation and the rate of quality service and
this data clearly shown that most of the respondents do not like at all because of the reason,
courier service factors like pricing, quality, delivery etc.

Table 6:- Representing the rate of accuracy towards our courier service.
Option
Poor
Average
Neutral
Good
Excellence
Total

Number
0
0
30
60
10
100

Percentage
0%
0%
30%
60%
10%
100%

Chart 6:- Representing the rate of accuracy towards our courier service.

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80

60

40

20

Poor

Average

Neutral

Good

Excellence

Interpretation:According to the data tells about the accuracy of courier service and most of the respondents are
saying good rather than excellence are very good because its maintain delivery of performance.

Table 7:- Representing the rating of First Flight as a courier service.

Option
Poor
Average
Neutral
Good
Excellence
Total

Number
0
0
10
70
20
100

Percentage
0%
0%
10%
70%
20%
100%

Chart 7:- Representing the rating of First Flight as a courier service.

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80
70
60
50
40
30
20
10
0

Poor

Average

Neutral

Good

Excellence

Interpretation:In this data talks about over all First Flight courier service and I analyses that most of the
respondents saying that good of First Flight services and they are happy with the services.

Table 8:- Representing the likelihood of First Flight courier services to others.
Option
Poor
Average
Neutral
Good
Excellence
Total

Number
0
0
0
30
70
100

Percentage
0%
0%
0%
30%
70%
100%

Chart 8:- Representing the likelihood of First Flight courier services to others.

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80
70
60
50
40
30
20
10
0

Poor

Average

Neutral

Good

Excellence

Interpretation:According to the chart 70% of the respondents are likely to recommend the First Flight courier
services to other because they satisfied with the services of the First Flight courier which they
offer at affordable price, so company has to take feedback time to time from their existing
customer in order to improve their services.

Table 9:- Representing the service fulfilling of customer requirements.

Option
Yes
No
Sometime
Total

Number
100
0
0
100

Percentage
100%
0%
0%
100%

Chart 9:- Representing the service fulfilling of customer requirements.

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120
100
80
60
40
20
0

Yes

No

Sometime

Interpretation:According to the data talks about the services requirements to the customer and I found that First
Flight courier services fulfilling to all those requirements and most of the customer are using
courier services and happy with them.

Table 10:- Representing the switching comparison from First Flight to others, if others provide
superior service.
Option
Yes
NO
May be
Total

Number
35
65
0
100

Percentage
35%
65%
0%
100%

Chart 10:- Representing the switching comparison from First Flight to others, if others provide
superior service.
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70
60
50
40
30
20
10
0

Yes

NO

May be

Interpretation:In this data talks about the superiority First Flight courier services and almost 80% respondents
are saying NO because of the reason First Flight up to the mark at all those parameters, its
provide better courier service.

Table 11:- Representing the factors of our courier service.

Option
Service 24*7
Price
Priority
On Time
others
Total

Number
55
30
0
15
0
100

Percentage
55%
30%
0%
15%
0%
100%

Chart 11:- Representing the factors of our courier service.

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60
50
40
30
20
10
0

Service/24*7

Price

Priority

On Time

others

Interpretation: -In this data talks about the factor of courier service and I found that around 50%
services 24 hours and second highest factor is that price, because of the reason is most of
customer looking at the price as well as services, if service and quality both are good then it will
be not influence any factors towards product our company.

Findings
In my study Ive found that the three major players in Hyderabad are Blue Dart, DTDC &
First Flight courier service.

45% of the respondents are customer first flight courier services against FedEx, DTDC
and Blue dart.

70% of the respondents are using First flight courier service.

75% of the respondents are recommending for our courier service.
60% of the respondent rate good for our courier service.
65% of the respondent were loyal customer for our company.
All the respondent are satisfied with our courier service.

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RECOMMENDATION

They should provide online services.

They should include permanent workmen.
They should provide dress code to their employees.
They should provide proper rules and regulations.
The true and exact information should be provided to the customers, so that the
customers are well satisfied and the parcel is reached on time.
The special requests of the customers for quick delivery or solving problems regarding
the parcel should be considered, so that the customers would be satisfied and remain
loyal to the service.

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CONCLUSION

From the study I concluded that there is the market potential for the courier services. Customer
perception regarding courier services is depend on the quality of service that is measured by the
on time delivery of the consignment.
First flight is the company that is in courier industry is the leading player in the market that is
because of their quality service at affordable price and company has to give different skims and
benefits to the customer time to time to change to the customer perception regarding courier
services .

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References
1. Praful S. Gudadhe (2013) 'customer perception towards products and services of state bank
of India', VSRD International Journal of Business and Management Research, 3 (1), pp. 1-6.

2. Aluregowda(2013) Retail Service Quality and it Effecton Consumer perception, VSRD international
journal and business management research vol. 3, pp. 1-6.
3. M. Akila(2013) A Study on customers perception towardsLic health insurance plans in
Salem city, vol-3 issue 8 Aug, ISSN-2249-555X.
4. Sri BGK Murthy (2013) COUSTERPerception towards SMS Marketing, VOL-3, VSRD
International Journal of Business and Management Research, 3 , pp. 1-4.

5. Muhammad Imran, Usman Ghani&Kashif Ur Rehman(2013), Consumer

Perception

of store image and store loyalty.

6. Dr.O.T.V.LATASRI Head of department Centre for research Department of Commerce,
(2013),A Study on Customer Perception towards UTI Mutual Funds, vol-2 ISSN NO-2319.
7. Taranpreet Kaur Dhingra, Dr. AmbikaBhatia., Customer Perception Regarding Purchase of
Counterfeit Garments(ISSN-2321-8916).

8. MR. KARAN WALIA; MISS. INDERPREET KAUR; MISS GURJEET KAUR (2013)
VOL-2, CUSTOMER PERCEPTION REGARDING BRANDEDJEWELLERY.
9. Dr. NAZEEN AHMED (2013) INTERNATIONAL JOURNAL IN RESERCH IN COMMERCE
&MANAGEMENT, VOL-4, (ISSN-0976-2183).
10. Aluregowoda(2013) Retail Quality and its effect on customer perception.vol-3, VSRD

International Business and Management Research, ISSN-2231-248X.

ANXURE
Name of the customer...
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Address....
State. Age.
E-mail Id
Gender: - (a) Male

(b) Female

Phone No.
1. What comes in your mind when you think about courier service?
a) DTDC
b) FEDEX
c) First Flight
d) Blue Dot
e) Others

2. Are you a customer of First Flight or have you ever used our service?
a) Yes
b) No

3. Would you recommend our courier service to others?

a) Yes
b) No

4. How do you rate our delivery performance?

a) Poor
b) Fair
c) Average
d) Good
e) Excellence

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5. Compare to your expectation how do you rate the quality of the service supplied by my courier
service?
a) Poor
b) Average
c) Neutral
d) Good
e) Very Good

6. How do you rate the accuracy of our courier service?

a) Poor
b) Fair
c) Good
d) Average
e) Excellence

7. Overall how do you rate First Flight as a courier service?

a) Poor
b) Fair
c) Average
d) Good
e) Excellence

8. What is the like hood of your recommending First Flight to other courier service?
a) Poor
b) Fair
c) Average
d) Good
e) Excellence

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9. Does our service fulfill your requirements?

a) Yes
b) No
c) Sometime

10. If any other courier service provide superior courier service in compare to First flight courier
service will you switch?
a) Yes
b) NO
c) May be

11. What factors do you see in a courier service?

a) Service/24*7
b) Price
c) Priority
d) On Time
e) others

12. Please give us your valuable suggestion towards First Flight courier service.

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