analysis of rol

8/12/2019 analysis of ROL

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4.1 Respondents demographic profile:

This part deals of the study deals with the demographic profile of the respondents like

type of the organization, type of the business, annual turnover and association with

Seven Ocean Logistics.

Table 4.1.1: Type of Organization

Nature of OrganizationNo. of

RespondentsPercentage

Sole Proprietorship 27 27

Partnership 24 24

Private Limited Company 23 23

Public Limited Company 21 21

Others 5 5

Total 100 100

The above table reveals that most (27%) of the customers are Sole proprietors followed

by Partnership business (24%), Private limited company(23%) and Public limited

company (21%).Table 4.1.2: Type of Business

Type of BusinessNo. of


Manufacturing 36 36

Trading 47 47

Assembling 13 13

Others 4 4

Total 100 100

The above table reveals that most (47%) of the customers are in trading business

followed by manufacturing business (36%) and assembling business (13%).


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Table 4.1.3: Annual Turnover

Annual TurnoverNo. of


Less than 25 Lakhs 56 56

26-50 Lakhs 20 20

51-100Lakhs 16 16

Above 101 Lakhs 8 8

Total 100 100

The above table reveals that majority (56%) of the customers have an Annual turnover

less than 25 Lakhs and most (20%) are in 26-50 Lakhs category 16% are in 51-100

Lakhs category followed by 8% who are above 101 Lakhs category.

Table 4.1.4: Association with Seven Ocean Logistics

Association with Seven

Ocean Logistics

No. of


Less than 3 Years 55 55

3 to 5 Years 22 22

5 to 7 Years 12 12

7 to 10 Years 5 5

More than 10 Years 6 6

Total 100 100

The above table reveals that majority (55%) respondents are associated with Seven

Ocean Logistics for less than 3 years followed by most of the (22%) respondents are in

3-5 years category, 12% in 5-7 years category, 6% in more than 10 years and 5% are in

7-10 years category.


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4.2 Information resources and service utilization.

This part deals of the study deals with the information resources, service utilization, and

type of express service.

Table 4.2.1: Information Resources

Information ResourcesNo. of


Newspaper 11 11

Television 16 16

Friends & Relatives 66 66

Others 7 7

Total 100 100

The above table reveals that majority (66%) respondents came to know about Seven

Ocean Logistics through Friends & Relatives and (16%) from Television and (11%) of

the respondents from Newspaper.

Table 4.2.2: Service Utilization

Services UtilizedNo. of


Express 56 56

Warehouse 17 17

3 P'L 11 11

Draft on Delivery (DOD) 14 14

Cheque on Delivery 2 2

Total 100 100

The above table reveals that majority (56%) respondents availed Express Services,

17% are using Warehouse services, 14% are using Draft on Delivery services, 11% are

using Third Party Logistics and 2% are using Check on Delivery services.


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Table 4.2.3: Type of Express service

Type of Express ServiceNo. of


Surface 76 76

Air 24 24

Total 100 100

The above table reveals that most (76%) of the respondents are availing Surface

services followed by 24% who are availing Air services.

4.3 Respondents opinion about Goods Handling

This part deals of the study deals with the trustworthiness of goods handling, reasons

for dissatisfaction, trustworthiness of warehouse facility and reasons for dissatisfaction.

Table 4.3.1: Trustworthiness of goods handling

Respondents OpinionNo. of


Yes 80 80

No 20 20

Total 100 100

The above table reveals that majority (80%) of the respondents are satisfied with theway of goods handled and feel it is trustworthy.

Table 4.3.2: Reasons for dissatisfaction

ReasonsNo. of


Transit Damages 8 40

Method Of Packing 5 25

Accidents 4 20

Others if any 3 15

Total 20 100


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Out of 20 respondents who feel that goods handling system is not trustworthy, 40% of

them expressed that it is due to transit damages followed by 25 % of the respondents

who felt that it is due to improper packing.

4.4 Respondents opinion about warehouse facility

This part deals of the study deals with the trustworthiness of warehouse facility and also

the reasons for dissatisfaction

Table 4.4.1: Trustworthiness of Warehouse facility



Yes 81 81

No 19 19

Total 100 100

The above table shows that majority (81%) of the respondents expressed that

warehouse facility provided by Seven Ocean Logistics Ltd is trustworthy.


Reasons for Dis-satisfactionNo. of


Lack of Space 8 40

Security 5 25

Damages 4 20

Marking Problems 2 15

Total 19 100

Out of 19 respondents who feel that warehouse facility is not trustworthy, 40%

expressed that lack of space is the main reason for the dissatisfaction and 20% of them

expressed that it is due to lack of security.


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4.5 Respondents opinion about other services

This part of the project deals with the respondents ratings(Such as Excellent , Good ,

Fair and Poor) about other services like Client Handling , Risk Coverage, Employee

Efficiency and providing online track information.

Table 4.5.1: Client Handling



Excellent 44 44

Good 26 26

Fair 21 21

Poor 9 9

Total 100 100

The above table reveals that most (44%) of the respondents expressed that client

handling is excellent and 26% of the respondents stated that client handling is good.

Chart 4.1: Client Handling


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Table 4.5.2: Risk Coverage



Excellent 70 70

Good 17 17

Fair 10 10

Poor 3 3

Total 100 100

The above table reveals that most (70%) of the respondents expressed that Risk

coverage is excellent and 17% of the respondents stated that Risk Coverage is good.

Chart 4.2: Risk Coverage


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Table 4.5.3: Employee Efficiency



Excellent 28 28

Good 22 22

Fair 20 20

Poor 30 30

Total 100 100

The above table reveals that most (30%) of the respondents expressed that Employee

Efficiency is poor and 28% of the respondents stated that Employee Efficiency is

Excellent.

Chart 4.3: Employee Efficiency


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Table 4.5.4: Online track information



Excellent 30 30

Good 18 18

Fair 27 27

Poor 12 12

Very Poor 13 13

Total 100 100

The above table reveals that most (30%) of the respondents expressed that Online

track information is excellent and 27% of the respondents stated that Online track

information is fair.

Chart 4.4: Online Track Information


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4.6 Respondents Opinion about Third-party Logistics

This part of the project deals with the respondents opinion about the trustworthiness of

the Third Party Logistics and reasons for dissatisfaction.

Table 4.6.1: Trustworthiness of Third-party Logistics



Yes 85 85

No 15 15

Total 100 100

The above table shows that majority (85%) of the respondents expressed that Third

Party Logistics provided by Seven Ocean Logistics Ltd is trustworthy.


ReasonsNo. of


Delay in Delivery 6 40

Delivery status updates 2 14

Frequent Inventory Damages &

Shrinkage4 26

Just in time requirements 3 20

Total 15 100

Out of 15 respondents who feel that third-party logistics is not trustworthy, 40 % of them

expressed that the reason for dissatisfaction and 26 % felt that it is due to frequent

inventory damages & shrinkage.

4.7 Respondents Level of Satisfaction of Certain Facilities

This part of the project deals with the respondents ratings (Very much Satisfied ,

Satisfied , Neutral, dissatisfied , Very much Dissatisfied) about other services like

Representative ability, Responsiveness to telephone & email, Handling & packing,

Clearance Department , Security system, Transit days and Shipment delivery on

doorstep.


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Table 4.7.1: Representative Ability

Level of SatisfactionNo. of


Highly Satisfied 49 49

Satisfied 27 27

Neutral 24 24

Dissatisfied 0 0

Highly Dissatisfied 0 0

Total 100 100

The above table reveals that most (49%) of the respondents are very much satisfied

with Representative Ability and 27% are Satisfied.

Chart 4.5: Representative Ability


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Table 4.7.2: Responsiveness to Telephone / email




Satisfied 13 13

Neutral 20 20

Dissatisfied 41 41


Total 100 100

The above table reveals that most (41%) of the respondents are dissatisfied with

responsiveness to telephone /emails and 26% are very much satisfied with

responsiveness to telephone /emails.

Chart 4.6: Responsiveness to Telephone / email


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Table 4.7.3: Handling & Packing




Satisfied 27 27

Neutral 34 34

Dissatisfied 9 9


Total 100 100

The above table reveals that most (34%) of the respondents are neutral in their opinion

about handling & packing and 27% are satisfied with the handling & packing services.

Chart4.7: Handling & Packing


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Table 4.7.4: Clearance Department




Satisfied 21 21

Neutral 11 11

Dissatisfied 0 0


Total 100 100

The above table reveals that majority (68%) of the respondents are very much satisfied

and 21% are satisfied with the services of clearance department.

Chart4.8: Clearance Department


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Table 4.7.5: Security System




Satisfied 25 25

Neutral 26 26

Dissatisfied 16 16


Total 100 100


and 25% are satisfied with the security system followed in the company.

Chart 4.9: Security System


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Table 4.7.6: Transit Days




Satisfied 28 28

Neutral 10 10

Dissatisfied 0 0


Total 100 100

The above table reveals that majority (62%) of the respondents are very much satisfied

and 28% are satisfied with the duration or time taken for delivery.

Chart 4.10: Transit Days


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Table 4.7.7: Shipment Delivery on Doorstep




Satisfied 25 25

Neutral 26 26

Dissatisfied 11 11


Total 100 100


and (26%) are neutral with regard to shipment delivery on doorstep.

Chart 4.11: Shipment Delivery


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4.8 Usage of Services of other logistics companies

This part of the project deals with the usage of logistics services of other companies at

present by respondents, switching back to Seven Ocean Logistics in future and also

switching over to other companies in future.

Table 4.8.1: Logistics services of other companies

UsageNo. of


Yes 20 20

No 80 80

Total 100 100

The above table reveals that majority (80%) respondents are not utilizing other logistics

services and 20% are using other logistics services.

Table 4.8.2: Switch over to other Logistics Services

Switch over to Seven Ocean

Logistics

No. of


Yes 12 60No 8 40

Total 20 100

The above table shows that out of 20 respondents who are using logistics services of

other companies, majority (60%) have an idea to switch over to Seven Ocean Logistics

Ltd in future.


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Table 4.8.3: Switch over to other companies

Switch over in FutureNo. of


Yes 20 25

No 60 75

Total 80 100

It is inferred from the above table that out of 80 respondents who are using only the

services of Seven Ocean Logistics 25% have an idea to switch over to other logistics

companies in future and 75 % expressed their wish to remain with Seven Ocean

Logistics Ltd.

4.9 Respondents Opinion about their Loyalty

This part deals with customer loyalty, increase in loyalty over the years and also

respondents opinion about the companys value to people and relationship ahead of

short-term goals.

Table 4.9.1: Seven Ocean Logistics deserves loyalty

Respondents Opinion No. ofRespondents

Percentage

Strongly Disagree 0 0

Disagree 23 23

Neutral 21 21

Agree 32 32


Total 100 100

The above table shows that most (32%) of the respondents agree that they are loyal

towards Seven Ocean Logistics and 24% strongly agree that they are loyal towards

Seven Ocean Logistics.


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Table 4.9.2: Increase in loyalty




Disagree 32 32

Neutral 18 18

Agree 17 17


Total 100 100

The above table reveals most (33%) of the respondents strongly agree and 32%

disagree about increase in loyalty over the period.

Chart 12: Increase in Loyalty


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Table 4.9.3: Value people & Short term goals




Disagree 10 10

Neutral 18 18

Agree 31 31


Total 100 100

The above table reveals most (41%) of the respondents strongly agree and 31% agree

that Seven Ocean Logistics values people and relationship.

Chart 13: Seven Ocean Logistics Value people & Short term goals


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4.10 Recommendation to others.

This part deals with the Respondents recommendation of Seven Ocean Logistics to

others.

Table 4.10.1: Recommendation to others

RecommendationNo. of


Yes 75 75

No 25 25

Total 100 100

The above table reveals majority (75%) of the respondents will recommend Seven

Ocean Logistics to others 25% will not recommend to others.

4.11 Rating of Overall services

This part deals with the Rating of the customers about the overall services provided by

the company.

Table 4.11.1: Rating the overall services




Satisfied 41 41

Neutral 33 33

Dissatisfied 0 0


Total 100 100

The above table reveals most (41%) of the respondents are satisfied (33%) are neutral

and (26%) are very much satisfied with respect to the overall services of the company.


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analysis of rol

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