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Comparative Study OF THIS Professional Courier Commerce Essay

The goals of the study study was to learn, to what scope the company appreciates about their service effectiveness and to know to what extend the customers are satisfaction with the company service, it was also to know if the customers are content with the company guidelines, and if they are satisfied then to what extent, and if they are dissatisfied why so. and appropriately to recognize strengths of company and weaknesses where they lack in offering their customers. It was also to learn which are the area where in fact the company must put more of its attention and to serve those areas in a better ways, . And to identify the situation of the business and to recommend suggestion based on that and finally to take the required actions on problem recognized for the company resulting in the study study.

The survey carried out was random test survey and the task followed for conducting study was questionnaire method that is professionally explaining the client about questionnaire and getting them filled up, concentrating on to total of 120 customers of both THE PROFESSIONAL COURIER and FIRST FLIGHT COURIER 6O of every company in three different location Mapusa Siolim, Arambol, Thivim, Pernem, Colvale and Panjim, study was conducted with random customers of the business's. Questionnaires were filled in my opinion by the employees also personal connections was made and views about those questions was taken, which offered idea about customer service effectiveness of both companies.

Customer Service Effectiveness

"Customer Service Effectiveness is the procedure by which your organization delivers its products in a manner that allows the customer to gain access to them in the most efficient, fair, affordable, and humanly gratifying and enjoyable manner possible. "

Customer service is an activity, not a set of actions that may include greeting the customer, smiling, asking when you can help, etc.

Effective customer service is all about providing the answers customers are seeking. How information is stored, augmented and prepared will determine how effective any organization's customer support efforts will be. The very best knowledgebase technology allows the client to guide the content, and framework of the knowledgebase, increase the level of service, and decrease the customer service staff workload.

It recognize that different customers desire to be treated in different ways. Not all customers are treated similar, and by going customer-by-customer, region-by-region and country-by-country, we build a custom suit that deals off efficiency and success, recognizing that we may actually eliminate customers.

 

COMPANYS BACKGROUND

THE PROFESSIONAL COURIER

The beginning : was founded in 1987 by

Mr. A Braham

M r. SAhamed Meeran

, Mr. Oommen C. Chacko

Late. Mrs. V. Padmavathi

Mr. Ronny George

Mr. Sumit Batabyal

Mr. Suresh Bharathan

Mr. Thomas John

- Each year of glory for the Directors of this company because it was the year in which these were united and ventured in to Courier Business was included on 1st November 1987.

PROFESSIONAL COURIER provides employment to a large number of people. It has turned a huge selection of ambitious aspiring young people to be the proud Managers of an elite company. A lot more, it is today a Courier business which has been looked upon by the others as a job model of what a courier should be.

Today PROFESSIONAL COURIER in India has 20 Regional Offices, over 2485 Office buildings, over 5000 Collection Centers and easily more than 25, 000 locations, where delivery is possible, by far, the largest Courier Network in India.

FIRST Trip COURIER

First Airfare Couriers came into being on Monday, 17th November 1986. Everything began with the establishing of three office buildings at Kolkata, Mumbai and Delhi.

The overwhelming response from customers, had not been just a fantasy come true, however the fruits of an early realization and identification of the great probable that the Indian subcontinent offered in conditions of market size.

It was the foresight and dynamism of the Founder Chairman and Managing Director, O. P. Saboo which created a spring board for the organization to catapult into what it is today - India's Largest Household Courier Company.

930 First Flight Office buildings across India

2208 Authorized Collection Centers

452 Franchisee Locations

Serving over 5000 Pin code Spots across India

Dedicated Labor force of over 10000 plus employees

Strategically located 8 own International Offices

Serving over 220 countries globally

As a natural corollary to its development endeavor, First Flight is along the way of setting up a large level integrated Logistics Section to offer a whole gamut of Warehousing, Inventory Management, Resource String Services and Distribution Channels, therefore providing total end-to-end answers to customers.

In maintaining times, First Journey continues to invest substantial effort in building a State-of-the-Art Super Information Technology highway.

First Flight's determination to corporate brilliance and its yearning for rendering it a common household name opens floodgates of opportunities and troubles and also to meet it head on, shall be the corner stone of its beliefs.

METHODOLOGY

RESEARCH

EXPLORATION

Qualitative design

The method used to measure customer service success was first of all I meet customers of both companies asked them wide open finished questions verbally personal interaction as doing pilot research the reactions from all the clients was considered which led to the ultimate questionnaire and the data was collected from the business employees, the consequence of study will contribute understanding of service demonstrated by the company and to known how far it is effective.

Pilot test: The qualitative research test was done with small sample size of 40 customers 20 of each courier service providing company. The questions were then framed based on their reactions.

Research Plan: Once the challenge was identified, I prepare organised questionnaire for collecting the info needed for the research. And then to analysis the info collected before making a conclusion.

OBJECTIVES

Was to learn how effective is the firms service.

It was also to know the level at which the company customers are satisfied with the service provided by the business.

Source of data:

Primary data

Questionnaire

Personal interaction with the clients.

Observation.

Secondary data

Internet

Company reports

Data collection: The non-public interaction with the clients and questioning them with the aid of structured questionnaires and which is stuffed by the customers personally in my own presence.

Sampling size:

The total sample size is 120 for both companies 60 for each and every of a service providing company.

Sample plan: Random Sampling

Target audience: service taking customers of both companies THE PROFESSIONAL COURIER and FIRST FLIGHT.

NEED FOR STUDY

The major reason behind doing customer support effectiveness study was to know how much the business is able to gratify its customer as it was founded on talking about with the management of the professional courier and the first flight courier that the performance of the companies was decreasing.

The reason for doing customer service effectiveness surveys was also to learn in regards to what are those services that your customers Are accepting from the company and due to which the customers aren't satisfied with the business service because of this the market share of the business is reducing.

As an external specialist, my goal in conducting review with customers was to share information for the normal good. It'll be confidentiality and I will use the info to assist the company to make positive progress

SCOPE FOR CUSTOMER SUPPORT EFFECTIVENESS SURVEY

Surveys will help company to assess and understand their customers attitude, views, motivation, and satisfaction.

Surveys and concentrate groups help the business to identify areas of customer satisfaction and dissatisfaction.

It is the terminology used to describe whether customers are happy and contented and gratifying their wants and needs at work.

Surveys will help the company to measure and understand their training needs for the employees, and also if necessary to put more centered in a specific area were company lake in offering customers.

CUSTOMER SERVICE Efficiency FOR

THE PROFESSIONALCOURIER(PROFESSIONAL COURIER) AND

FIRST Journey COURUIER (FIRST FLIGHT)

Q1) HOW OFTEN YOU TAKE SERVICE FROM THIS COMPANY

(PROFESSIONAL COURIER) (FIRST FLIGHT)

The above graphs instructs us the users of both the service and how orphan they use the service we can easily see that customers of PROFESSIONAL COURIER uses service additional time than FIRST Airfare courier.

2)THE SERVICE DELIVERY DONE BY THE COMPANY

VS

(PROFESSIONAL COURIER) (FIRST FLIGHT)

In the above mentioned graph we can evidently see that compared to first air travel courier the service delivery of the professional courier is better as more amount of customers say it certainly is virtually no time were as no customers of professional courier say it's never promptly but some customers of first trip courier says it's never on time.

3) PLEASE RATE US IN THE FOLLOWING CATEGORIES

outstanding

above average

average

below average

poor

cannot rate

professionalism

responsiveness

support and assistance

follow- up

overall satisfaction

(FOR THE PROFESSIONAL COURIER)

3) PLEASE RATE US IN THE NEXT CATEGORIES

outstanding

above average

average

below average

poor

cannot rate

professionalism

responsiveness

support and assistance

follow- up

overall satisfaction

(FOR THE FIRST FLIGHT COURIER)

4) CONSIDER THE OVERALL KEY AREAS BELOW REVEAL HOW IMPORTANT YOU COSIDER EACH AREA TO BE

better customer service

variety of available services

speed and simple order placement

pickup and delivery

quality

price

CRITERIA

very important

important

somewhat important

not as important

(FOR THE PROFESSIONAL COURIER)

4) CONSIDER THE OVERALL KEY AREAS BELOW TELL US HOW IMPORTANT YOU COSIDER EACH AREA TO BE

better customer service

variety of available services

speed and ease of order placement

pickup and delivery

quality

price

CRITERIA

very important

important

somewhat important

not as important

(FOR THE FIRST Airfare COURIER)

5) THE LEVEL AT WHICH COMPANY Handle YOUR PROBLEM

VS

(PROFESSIONAL COURIER) (FIRST FLIGHT)

If we see in the aforementioned graph first trip courier is better than professional courier in term of tackling the issues faced by the clients. Professional courier is also not too bad. As 38 people say it's good at tacking.

So can conclude taking a look at graph that the both companies are evenly good in tackling your problem.

6) FEES CHARGED WITH THE COMPANY

VS

(PROFESSIONAL COURIER) (FIRST FLIGHT)

With respect to the charges recharged for the service given by the firms more customers of both companies feels that it's charged at affordable price. There in comparison both the companies are in a same position.

7) IS COMPANY ABLE TO MEET YOUR REQUESTED COMPLITION TIME

VS

(PROFESSIONAL COURIER) (FIRST FLIGHT)

When it was question of if the company can meet your requested time there were very few customers of both companies who said it's done always but were bulk said rarely, sometimes, sometimes. But here while comparing we can say that professional courier is way better because there are just 1 customer who said it's not whatsoever done promptly but with the first flight courier 5customer said it isn't by any means done on time.

8) SERVICE GIVEN Worthy of THE MONEY YOU PAY

VS

(PROFESSIONAL COURIER) (FIRST FLIGHT)

When it was said that the service distributed by both the companies will probably be worth the money you pay there was only one 1 customer of PROFESSIONAL COURIER who was highly along with 37 agreed but 7 customers of FIRST Trip was strongly concur followed by 30 agree. Where we can conclude first trip courier is preferable to professional courier.

9) WHAT'S THE LEVEL OF Attempts YOU HAV TO SET UP GETTING YOUR SERVICE DELIVERED

VS

(PROFESSIONAL COURIER) (FIRST FLIGHT)

In conditions of efforts to be placed in getting the service delivered the customers of both companies have to put in more attempts as maximum of the customers of both the companies said they need to put more and a lot of work. So here we can conclude both the companies are week here.

10)SERVICE GIVEN TO YOU IS AS PER YOUR ACCEPTATION

VS

(PROFESSIONAL COURIER) (FIRST FLIGHT)

when it was said that the service is given to the customers as per their acceptation 44 customers of PROFESSIONAL COURIER was strongly agree and agree with the fact were else 37 customers of FIRST FLIGHT was strongly recognize and agree. Out of this we can say that compared to FIRST Trip the PROFESSIONAL COURIER is better in reaching the acceptation of the clients.

11) YOUR ORDER IS Shipped WHERE SO WHEN YOU Wanted IT

VS

(PROFESSIONAL COURIER) (FIRST FLIGHT)

In terms of order to be supplied where so when it is asked customers of both the companies appears like customers are content with the this service of the company. But if the truth is gain many take a neutral stand. Where they are not included neither in agree situation nor disagree situation. Therefore in comparison to FIRST Airline flight, the PROFESSIONAL COURIER is little bit in better position in term of appropriate delivery.

12) HOW IS PROFESSIONAL COURIER SERVICE COMPARED WITH OTHER COURIER

VS

(PROFESSIONAL COURIER) (FIRST FLIGHT)

First it was if the customers have used other courier service than what they are employing now. All of the customers said YES they may have used. Were 30 customers of PROFESSIONAL COURIER and 31 customers of FIRST FLIGHT said its same. Where else 28 experienced better and only 2 said worse of PROFESSIONAL COURIER. But of FIRST FLIGHT 25 said its same and 4 said its worse.

Here again we can conclude somewhat professional courier is better than first flight

13) JUST HOW MANY TIMES IN LAST 6 MONTHS PERHAPS YOU HAVE USED THE PROFESSIONAL COURIER SERVICE

VS

(PROFESSIONAL COURIER) (FIRST FLIGHT)

In the above mentioned graph we can see how many times the customers have used the service in previous 6 months. But there aren't much customers who've used this service for 30 or even more than 30 in last 6 month for both companies.

14) DO YOU RECOMMEND MAKING USE OF THE SERVICE OF THIS COURIER IN FUTHURE

VS

(PROFESSIONAL COURIER) (FIRST FLIGHT)

When it was asked whether the customer of the company will use the service in future again almost equivalent range of customer of both companies said definitely would. But there were some of both companies who said most likely not and not at all.

And also with the reasons as the normal answers are on paper as positive once and negative once.

For the professional courier user it was asked why might you recommend using the service and the answers were in positive as well as in negative

POSITIVE (yes)

Due to raised quality of service.

They reach promptly always.

Good at managing problem confronted.

Have good safety delivery.

Delivery is obviously done promptly.

Parcel is accurately sent were it is asked.

Easy in using.

It is faster.

NEGATIVE (no)

Late in delivery.

Not very good service in conditions of quality.

Few collection centre in Goa.

For the first trip courier customer it was asked why could you recommend using the service and the answers were in positive as well as in negative

POSITIVE (yes)

Quick service

Good Quality service

Delivery is performed timely and to the place

Good at managing customer problems

Because of fair price

NEGATIVE (no)

Delay in delivery

Not proficient at handling situation

No grab service.

Less collection centre

what you have to state about the delivery done by the company

PROFESSIONAL COURIER

Positive

Good quality delivery

Make customer satisfied

Don't have to handle much difficulties

Deliver parcel to the matter person

Have good delivery boy's for on field service.

Negative

Not done on time (sometimes).

Poor delivery in north India.

lack of delivery boy's in north Goa.

FIRST FLIGHT

Positive

More trusty and much more faster

Punctual in their delivery

Its delivered when its asked

Easy and comfortable

Negative

Don't provide service promptly.

Average delivery

Parcel harm delivery

(They are some of the common answers given by all the clients)

Here are some of the suggestions towards the Professional Courier.

They should focus more on well-timed delivery

They should put more attention in solving the concerns of the customers

should also centered on pick up documents from the clients.

Try to become more faster and accurate in supplying the delivery.

Improve parcel presentation.

Try and come up with the possible collection centers across Goa.

Add the delivery boy's in doing the delivery so that it can be carried out faster.

Here are some of the suggestions to First Journey Courier.

Put more work in doing delivery on time

Try and put additional time solving customers problem so that all customers are content with this service.

See that they put more concentrate on doing delivery on the within wanted time.

Company should accumulate more employees on field doing service delivery, such that it can be done faster and documents will not be pending.

ANALYSIS

FINDINGS

Customers have to put more efforts for getting their services to be supplied. Both the companies lack in providing timely delivery the delivery is done late. The reason why identified is that they have less delivery boy's on field doing delivery and because which document is kept undelivered and is performed late later.

Bad service providers are not only dropping their valuable external customers but also their inner customers who are not happy to be associated with the organization for an extended duration. Retaining the loyalties of the clients, both interior as well as external is very critical for the future of the company.

The Professional Courier has Insufficient collection centre in Goa which make quit difficult for people in getting their record or parcel to the business office or the.

When the question comes of solving problems face by the clients both the companies lack in doing this as they cannot service their 100% to the customers therefore not absolutely all the clients are content with this service of the company, which is not profitable for the business as they can lose their customers.

On surveying the customers it was founded that 35 respondent of TPC i. e the maximum said the give more choice to "BETTER CUSTOMER SUPPORT" and of FF 45 respondent said so which again maximum therefore we can conclude that the customer needs good quality service such as timely, exact, safe etc.

In terms of money or charges billed by both companies in providing the service will probably be worth the service they offer the maximum respondent of both companies i. e. 36 of TPC and 38 of FF said its fair. So can conclude out of this that they are charging fair amount for providing the service.

Limitation of the survey:

The review was conducted in a restricted duration of six weeks only.

No customers are faithful customers they change their service provider whenever they wishes so was stop rough to get these companies customers which includes taken service from them for quit many times.

Many competitors on the market and it was difficult to find the the customer of the both companies.

My market was the cooperate people and the business enterprise people which made it even more difficult to assemble information.

PROBLEMS IDENTIFIED

Communication string:- the communication system of the company is not in properly form. As the info regarding the company customer any query or any other help required aren't immediately communicated to the management it requires time scheduled to absent of communication chain.

Employee Relation:- Employee connection with the company's customers is not friendly, due to which companies are sacrificing on their business and If you don't have a good relation with your customers it becomes very hard so that you can get business from that person to the business.

Responsibilities to employees:- the employees are not much responsible it is said because the customers of both companies had to put in more efforts in getting their service delivered

Lack of collection centre for (TPC):- the customers of colvale, pernem (Tuem industrial estate) has to face troubles in sending their courier because they have come completely to mapusa.

Delivery:- not all the time delivery by both companies is done on time. it isn't reach as per the customer requested time.

SOLUTION

In the eye of building a relationship of honesty, integrity, and trust, with the company customer, the results should be communicated effectively to the customers and the company customers should get information regularly when it's asked. Also company professionals need to keep track of improvement and communicate execution successes and failures to the employees so that they can accordingly work on field improving the same.

Company should constantly strive to provide necessary data with their customer if ever asked that increase their awareness of the larger opportunity of the operation and offer them a feeling of satisfaction so that they will continue using your service.

Company also needs to put more give attention to talking to the clients could be in person or online how they would like and knowing their quires or problem face by them at any point of your energy while taking service so that it will provided them a feeling of concern to them considering yes company cares their customers which will help them to retain the customers.

Company should make an effort to improve relationship within the company customers. They can do this by constantly keeping in touch with the customers. This will likely lead to better interaction with the customers and the company employees and this will lead to much better relation which will future give company a good business.

Successful Deliveries:- An effective delivery is immediately linked into a timely one. Success is more than simply getting the goods to their destination on time. In addition, it means a safe delivery, parcel reaching the customer without damage and effectively to the tempo where it has been asked.

Recommendation / Suggestions to company

Add more service delivery boy's to boost customer support standards:- That is the most common method that a lot of organizations firmly believe in. They tend to accumulate the numbers of people in the service delivery chain improving systems and processes which provides an optimistic result and additional improves the process and service experience for the customers. It will motivates the employees to increase their performance levels and increase the service delivery experience for their customers which eventually benefits the business.

Provide service training to the business employees:-Training the employees goes quite a distance in ensuring the effectiveness of service delivery of the organization. Training not only helps the employees in learning new techniques and stunts but also helps them in knowing that the business can be involved about their future in the business which is taking necessary steps to ensure its progress in the organization. It motivates the employees to increase their performance levels and improve the service delivery experience for his or her customers.

Training and involving the employees in a variety of decisions or conversations of organization. Aside from their usual activities makes them feel good as if they take ownership of the company and could increase the service that they provide to their customers. There can be an upsurge in the willingness to satisfy the customers especially when you can find customer complaint to be able to ensure that the customer dates back satisfied and his commitment is maintained by the business the training is vital.

Cost keeping option:- if you have goods to be supplied that are large and take up a whole lot of space and weight, a sea freight option likely would make more sense than air freight if the destination is in the united states, if the vacation spot is just a few miles away i. e. within the country or in the neighboring state governments, than some type of road service may likely be the best option in order to reduce the cost

CONCLUSION AND LEARNING

To conclude I would like to say it was of any great experience conducting my summer months internship on comparative study on The Professional Courier and first airfare courier. Working on my research I came to learn many things about the service industry as how its work. I gained much more knowledge in marketing field as how its function, so when how to out nearing the customer along with the customer acceptation as to what customers desires and what they don't really want.

flow of proper communication from top to bottom and bottom level to top works a very important role in virtually any group as timely providing information about the customers if any quires will there be by the employees to the company helps those to contribute to the success of the company, as company can makes necessary changes exactly where required and to think of a solution to their quires.

Also came to know how the employees offer with the clients of the company as to what is their needs and wishes and how they are meet also not meet and how the customers reacts to it later.

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