in modern day sri lanka is becoming more stable position in logistic industries.docx

8/11/2019 In modern day sri lanka is becoming more stable position in Logistic Industries.docx

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1)Introduction

In modern day Sri Lanka is becoming more stable position in Logistic Industries.Freight

forwarding is one of supportive service that play major role in this industry. Freight

forwarders help to customers to move their cargos and arrange the pickup and clear the

goods. They add mark up for their cost and earn profits via providing services.

Consider about the Sri Lanka there near to 250 forwarders in island wide. Because of

these competitors modern day forwarders have to make big effort to retain their

customers with them and achieve new customers to their net works. Rates are more

important factor in this industry. All ways forwarders have to present competitive rate for

their customers to get a new business to them.

Eagle logistics is a freight forwarding company I currently work. Mr. AsangaWeerakkodi

itsstarted in 2006 as a small scale logistic service providing company. But on today itsspan their services to Moratuw,Katunayaka,Homagama,Biyagama,Paliyagodato give

better service to their customers by opening branches. They improve their services under

3PL and customer services and operation wise too. There is mainly five divisions in

company. They are Marketing, Finance, pricing Operation, HR and Customer service.

Via these six divisions they done their operations

Fom all this Customer service department has more specific role among the industry.

They play the major role within the company and its customer base. They have to face

directly for their customers inquires and help them to sought out problems with them.

Every new shipment is a new business. So every time they have to win the customer and

attract the customer to our company. With the modern day competition other arrivals also

try to attract same customer base using by different king of customer approaching

techniques. Consider about the modern market we can seen there is some control and

uncontrollable barriers with customer switching.

What Eagle doing now?

Sea Freight Import / Export

Air Freight Import/Export

3PL operation

Bulk cargo operation

Under the basic operation on logistics and freight forwarding Eagle logistic play one of

major role in Freight forwarding industry with their young and talented staff members.


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Propose methodology

5)Literature review

Research identifies many characteristics that are associated with service quality. Businessresearchers Benjamin Schneider and David Bowen assert that service organizations must

meet three key customer needs to deliver service excellence:security, esteem, and

justice.9 Research identifies an array of service quality factors that are important for

customers, including:

timeliness and convenience,

personal attention, reliability and dependability,

employee competence and professionalism,

empathy,

responsiveness,

assurance,

availability, and

tangibles

such as physical facilities and equipmentand the appearance of the personnel.

Research shows that these characteristics also apply to citizen satisfaction with public

service quality.

2Reserch paper no 1532 R customer service completion in capacities system, writter

joseph M.Hall,EvanLporteus

There is research that show the relationship between customer service and profitability

Poor Customer services will loss the customers to the competitors

Poor customer service will leave the potential customers

Good Customer service will attract new customers


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Variables

Dependent Variable(Y)Customer purchase decision

Independent variable (x)

Credit Facilities

Responsiveness

Personal Preference

Assurance

6)Conceptual Frame work

7)Methodology

Data Collection method

Instrument

Customer service persons are the first dealers with the customer. So I can get their

previous experience on customers selections. Data will collect by observing andquestioner the customer service department workers in an Eagle logistics (pvt) Ltd.

Credit Facilities

Responsiveness

Personal preference

Assurance

Customer Purchase

Decision


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Sampling

Population of the study

There are mainly five departments in Eagle logistics.

Sales and marketing Department

Operation Department

Accounts Department

Hr Department

Customer service Department

Research Population will be the customer service department workers in the eagle

Logistics Company.

Sample

Sample will be select under random basis from the company customer service staff.

Data collection

I will use primary data collection method to understand the relationship between

variables. Data will be collect using by the questioner given by the customer service

persons in eagle logistics company.

Data will be collect asking by the oral questions in selected employers of the sample.

8)Summary of the report

in modern day sri lanka is becoming more stable position in logistic industries.docx

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