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CHAPTER IV

THEORETICAL FRAMEWORK 

The relationship between steamer agent and principal, Simatech can be conceptualized at

a fairly general level, as a two stage relationship where a set of services impact on a series of 

intermediate indicators, which in turn determine the overall satisfaction of the client. It is

recognized that an identical improvement in the agent activities in two different cases, whether 

with the international clients or with domestic client, can result in optimization of services and

agent satisfaction which in turn can retain the clients.

 The researcher has conducted a direct study and has been attached to the organization for 

45 days from 1th !pril, "#15 to$1st %ay, "#15. The study was about !gent satisfaction towards

%&S %'( logistic) *vt. +td. ith reference to principal, Simatech, Singapore. The researcher 

used various techni-ues for collecting data such as -uestionnaire, direct research, e)perience etc.

The -uestionnaire has been circulated among the clients for the survey purpose. Then the data

has been codified and classified.

  or the analysis the research scholar depend on descriptive analysis, graphical analysis and

inferential analysis. !ll these techni-ues made the study easy and understandable. /escriptivestatistics are used to describe the basic features of the data in a study. They provide simple

summaries about the sample and the measures. Together with simple graphics analysis, they form

the basis of virtually every -uantitative analysis of data. /escriptive Statistics are used to present

-uantitative descriptions in a manageable form. In a research study we may have lots of 

measures. 0r we may measure a large number of people on any measure. /escriptive statistics

help us to simplify large amounts of data in a sensible way. ach descriptive statistic reduces lots

of data into a simpler summary.

Inferential statistics, are used to reach conclusions that e)tend beyond the immediate data

alone. or instance, we use inferential statistics to try to infer from the sample data what the

 population might thin2. 0r, we use inferential statistics to ma2e 3udgments of the probability that

an observed difference between groups is a dependable one or one that might have happened by

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chance in this study. Thus, we use inferential statistics to ma2e inferences from our data to more

general conditions we use descriptive statistics simply to describe whats going on in our data.

The study was purely dependent on the primary data collected using -uestionnaire. The

-uestionnaire was divided into different segments to analyze the satisfaction of each process. The

first segment was designed to test the boarding efficiency. 6e)t segment studied about the sign

on and sign off satisfaction of the steamer agent. The following segment studies about bun2ering

documentation efficiency, customs filing problems, delay in loading and unloading of goods.

  The data has been then analyzed using descriptive data analysis to study the basic features

of the data. The percentage analysis is used to get a clear understanding of the data collected.

Inferential analysis is used to set hypothesis and verify it.

The researcher has reached various findings based on his study and put forwarded many

suggestion to solve the issues found out by the researcher. The researcher is now going to

analyze the data in the following chapter.