A STUDY ON CUSTOMER ATTITUDE TOWRDS THE SERVICES OFFERED BY TRANSGOLD LOGISTICS IN TUTICORIN A Project in partial fulfillment of the requirements

for the award of the Degree of MASTER OF BUSINESS ADMINISTRATION of Anna University, Tirunelveli.

Submitted by R.ARUL RAJ Reg.No: 95507631005 Under the guidance of Mrs. J.LEENA JENEFA, M.B.A., M.Phil., Lecturer Department of Management Studies Francis Xavier Engineering College

DEPARTMENT OF MANAGEMENT STUDIES FRANCIS XAVIER ENGINEERING COLLEGE TIRUNELVELI

MAY - 2009

FRANCIS XAVIER ENGINEERING COLLEGE DEPARTMENT OF MANAGEMENT STUDIES TIRUNELVELI BONAFIDE CERTIFICATE
Certified that this project report titled A Study On Customer Attitude Towrds The Services Offered By Trans Gold Logistics In Tuticorin is the bonafide work of 95507631005) Mr. R.ARULRAJ (Reg.No who carried out the research under my supervision.

Certified further, that to the best of my knowledge the work reported herein does not form part of any other project report or dissertation on the basis of which a degree or award was conferred on an earlier occasion on this or any other candidate.

Supervisor

Head of the Department

Viva voice examination is held on ___________

Signature of Internal Examiner

Signature of External Examiner

FRANCIS XAVIER ENGINEERING COLLEGE DEPARTMENT OF MANAGEMENT STUDIES TIRUNELVELI

CERTIFICATE
This is to certify that the project titled A Study On Customer Attitude Towrds The Services Offered By Trans Gold Logistics In Tuticorin done by R.Arulraj (Reg.No 95507631005) student of Master of Business Administration during the academic year 2007- 2009 is submitted for the evaluation on ....................

Signature of Internal Examiner

Signature of External Examiner

FRANCIS XAVIER ENGINEERING COLLEGE DEPARTMENT OF MANAGEMENT STUDIES TIRUNELVELI

CERTIFICATE
This is to certify that the project titled A Study On Customer Attitude Towrds The Services Offered By Trans Gold Logistics In Tuticorin done by R.Arulraj (Reg.No 95507631005) student of Master of Business Administration during the academic year 2007- 2009.

Head of the Department

Faculty Guide

R.Mohan Kumar

(Mrs.J.Leena Jenefa)

DECLARATION
I , R.Arulraj (Reg.No 95507631005) , a bonafide student of

Department of management studies, Francis Xavier Engineering College, Tirunelveli, here by declare that the project entitled A Study On Customer Attitude Towrds The Services Offered By Trans Gold Logistics In Tuticorin Submitted to Anna University in fulfillment of Master of Business Administration Degree course during the period May - 2009 is my original work.

Place : Tirunelveli Date:

Signature (R.Arulraj)

ABSTRACT The project titled A STUDY ON CUSTOMER ATTITUDE TOWARDS THE SERVICES OFFERED BY TRANS GOLD

LOGISTICS IN TUTICORIN The main objective of the project is to study the customer attitude level and their services. This study adopted a descriptive research. Both primary and secondary data were used to elicit first hand information from the respondents. Interview schedule were used to collect primary data from respondents. The research design adopted for the purpose of the study is descriptive in nature. The sample size is 100 respondents. Graphs were used to exhibit the opinion of employees. Data collected through interview schedule and analysed with the help of different statistical tools such as likert scale, Chi-square test method. As a result of data analysis different interfaces are derived through computations, suggestions were put forward at the end of the report. Based on the findings suggestion / recommendation has been given to the organization.

ACKNOWLEDGEMENT
I am very much grateful to God Almighty who helped me to complete the project work. And this acknowledgement would be incomplete with out expressing any whole hearted thanks to my Lovable parents. My sincere thanks to Our Principal Dr.C.C.CHRISTOPHER My sincere thanks to Dr.R.MOHAN KUMAR Professor & Head of Department of Management Studies, and I extended to my thanks to the guidance Mrs. R. LEENA JENEFA and all other staff member to the

Department of a Management studies, Francis Xavier Engineering College, VannarPettai, are having given me this opportunity to do this project work. I would like to express my sincere gratitude to

Mrs.R.Rajeswary M.Com., M.Phil., Department of Business Administration, Aditanar College, Tiruchendur Mr.P.Armstrong, S.Senthil and Kumar, Company Guide Mr.S.P.Raja, G.Raja, M.Kiruba Shankar,

V.Saravana Kumar, A.Daniel Selva Kumar, K.Mari Ganesh, M.Selva Marishwaran whose invaluable guidance and encouragement helped me not only to perform the work assigned to me. I acknowledge with sincere gratitude to all those who helped me to do the project and who motivated me during the tenure of the study and for their inspiration and encouragement through out this project.

CONTENTS
CHAPTER I 1. INTRODUCTION OF THE STUDY
1.2. STATEMENT OF THE PROBLEM 1.3. OBJECTIVES OF THE STUDY 1.4. SCOPE OF THE STUDY 1.5. AREA OF THE STUDY 1.6. PERIOD OF THE STUDY 1.7. LIMITATION OF THE STUDY 1.8. TYPES OF RESEARCH 1.9. DATA COLLECTION 1.10. TOOLS FOR ANALYSIS 1.11. CHAPTER SCHEME

1
4 4 4 5 5 5 5 6 6 8

CHAPTER - II 2. COMPANY PROFILE CHAPTER - III 3. THEORETICAL FRAMEWORK & REVIEW OF LITERATURE CHAPTER - IV 4. DATA ANALYSIS & INTERPRETATION CHAPTER - V 5. FINDINGS, SUGGESTIONS AND CONCLUSION
5.1 FINDINGS 5.2 SUGGESTIONS 5.3 CONCLUSION

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ANNEXURE BIBLIOGRAPHY

LIST OF TABLES S.NO 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12. 13. 14. 15. 16. 17. 18. 19 20. 21. 22. 23. 24. 25. TITLE
AGE FACTOR GENDER EDUCATIONAL QUALIFICATION EXPERIENCE INCOME SHIPPING BILL PREPARATION CUSTOMS FILLING OF EXPORT DOCUMENTS PREPARATION AND FOLLOW-UP OF STUFFING PROGRAMME FILLING OF (EIR) EQUIPMENT INTERCHANGE RECEIPT PREPARATION OF BILL OF LADING DISPATCH OF DOCUMENTS RECEIVING DOCUMENTS THE FOLLOW-UP OF STEAMER AGENT FORMALITIES PROVIDING STEAMER SAILING SCHEDULE FUMIGATION / PHYTOSANITARY OF IMPORT / EXPORT CARGO. THE PROVIDING FREIGHT RATES LABOUR ARRANGEMENTS FOR STUFFING LIKE LABOURS, TRANSPORT SURVEY ETC., (ETA) ESTIMATED TIME OF ARRIVAL DISPATCH OF ALL DOCUMENTS PRETAINING TO THEIR SHIPMENT IN TIME DIRECT VESSEL TRANSHIPMENT VESSEL THE FOLLOW-UP AND TRACKING OF THEIR CONSIGNMENT GET THE INCENTIVE FROM THE GOVERNMENT AND FOLLOWING GOVERNMENT NOTIFICATIONS ISSUED TO THEIR CARGO PROOF AND EXPORT DOCUMENTS AND FINAL

PAGE.NO 61 62 63 64 65 66 67 68 69 70 71 72 73 74 75 76 77 78 79 80 81 82 83 84 85

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DELIVERY OF THEIR CONSIGNMENT DETAILS UPDATES ON CHANGES IN THE POLICY, PROCEDURES, EXCHANGE , RATES HOLIDAYS, ETC.,

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LIST OF CHARTS S.NO 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12. 13. 14. 15. 16. 17. 18. 19 20. 21. 22. 23. 24. 25. TITLE
AGE FACTOR GENDER EDUCATIONAL QUALIFICATION EXPERIENCE INCOME SHIPPING BILL PREPARATION CUSTOMS FILLING OF EXPORT DOCUMENTS PREPARATION AND FOLLOW-UP OF STUFFING PROGRAMME FILLING OF (EIR) EQUIPMENT INTERCHANGE RECEIPT PREPARATION OF BILL OF LADING DISPATCH OF DOCUMENTS RECEIVING DOCUMENTS THE FOLLOW-UP OF STEAMER AGENT FORMALITIES PROVIDING STEAMER SAILING SCHEDULE FUMIGATION / PHYTOSANITARY OF IMPORT / EXPORT CARGO. THE PROVIDING FREIGHT RATES LABOUR ARRANGEMENTS FOR STUFFING LIKE LABOURS, TRANSPORT SURVEY ETC., (ETA) ESTIMATED TIME OF ARRIVAL DISPATCH OF ALL DOCUMENTS PRETAINING TO THEIR SHIPMENT IN TIME DIRECT VESSEL TRANSHIPMENT VESSEL THE FOLLOW-UP AND TRACKING OF THEIR CONSIGNMENT GET THE INCENTIVE FROM THE GOVERNMENT AND FOLLOWING GOVERNMENT NOTIFICATIONS ISSUED TO THEIR CARGO PROOF AND EXPORT DOCUMENTS AND FINAL

PAGE.NO 61 62 63 64 65 66 67 68 69 70 71 72 73 74 75 76 77 78 79 80 81 82 83 84 85

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DELIVERY OF THEIR CONSIGNMENT DETAILS UPDATES ON CHANGES IN THE POLICY, PROCEDURES, EXCHANGE , RATES HOLIDAYS, ETC.,

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