CHAPTER V

5.1 SUMMARY OF FINDINGS

1. Findings from simple percentage analysis.

 The company providing various services, from that most (32.4%) of the customer

comes under URBAN area.

 From the kind export and import services are using majority (64.9%) are male.

 MSA shipping providing various innovative and attractive services to cover the

majority (55.9%).of the respondents are between the age group of 21 to 30 years.

 The most of the respondents (27.1%) are belonging Professional in the kind education

qualification. The result indicates the company service mostly reached educated

people.

 Around all over the world, India occupied number one position belong to join family

system. In this particular research majority (55.9%) of the respondents are belonging

to Nuclear family.

 Majority of the respondents (51.6%) are belonging 4 to 6 members.

 The main objective of marketing manager to covert customer into loyal customer,

majority of the respondents (52.7%) are belonging to under 1 year has using the

service in MSA shipping.

 Majority (68.6%) of the respondents are indirectly says that dissatisfaction of over all

service from MSA shipping. And that the company loses hope of the customer.

 Majority (64.9%) of the respondents are satisfied by employee performance in MSA

shipping.

1
  Effective communication is the power tools for maintaining the customer. Majority of

the respondents (51.6%) discover the company maintaining good communication

system.

 The majority of the respondents (51.6%) are in DEBIT CARD for technology

development.

2. Findings from weighted average method:

 In Weighted average analysis I found that Overall rating of shipment is gather rank 1.

Following that Export& Import are rank 2,Document processing are rank 3, relevant

to that customs clearance are rank 5 .

3. Findings from Chi-Square test:

 According to the data analysis, it shows that P value is greater than 0.05 towards
monthly income and kind of product and the results are no significant at 5% level.
Hence the null hypothesis (Ho) is accepted. And it is concluded that H1: There is no
association between monthly income and kind of product.
 From the chi-square analysis, it shows that P value is greater than 0.05 towards
monthly income and kind of product and the results are no significant at 5% level.
Hence the null hypothesis (Ho) is accepted. And it is concluded that H1: There is no
association between marital status and know MSA shipping.

4. Findings from Henry Garrett Ranking:

 It is observed from table 4.4.1 the findings of garrett’s ranking reveals that the which
factors highly satisfy the customer as well as services quality on MSA shipping, in
that rank first occupied timely delivery of cargo, the prompt delivery of cargo
occupied second position, safety of cargo occupied third position, follows that pricing
occupied fourth position, at the lost improving occupied after sales services occupied
fifth position.
 5.2 SUGGESTION

 In this study, the service provided by the company is to improve the technology or it

to be quickly moving procedure for customer clearance to fulfill the customer from

this service.

 Customer also expects the step by step procedure has to be completed, in which

through the information has passed by way of messages or through the E-mail.

 It suggested that reasonable expectations are often born from trust. Companies that

make their policies, values and practices transparent build trust with customers.

 It means that the steps toward finding a solution that solves that particular problem

has less pitfalls. The company should give hope to the customer for service providing

activity.

 Keep an eye on what customer say about you on social media. Otherwise it is

suggested to introduce online chatbot to fulfill the way of customer satisfaction.

 5.3 CONCLUSION

This research study began with a literature review where eight key issues about
customer expectation and satisfaction were identified. Some managers were asked to give their
views on kind of services would have to implement to increase their customer satisfaction.

Service providers, seeking to attract potential service users, must first properly
understand the expectations of consumer needs. The research demonstrated that it directly affects
customer satisfaction. High quality of services increases the service provider’s competitive
advantage, consumer loyalty, and reduces the number of competitors; the research demonstrated
that a company prefers that company which has been providing quality services, reducing the
number of partners serving it, rejecting offers from competitors without a detailed assessment of
other parameters.
 BIBLIOGRAPHY

BOOK REFERED

 Kothari C.R (2004), Research methodology method and techniques, second revised
edition, new age international publishers.

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WEBSITES

 https://www.researchgate.net

 https://www.academia.edu

 https://www.researchgate.net

 https://www.ijbmi.org
 APPENDIX

A STUDY ON CUSTOMER EXPECTATION AND GRATIFICATION

LEVEL TOWARDS AFTER SERVICE PROVIDED BY MSA SHIPPING IN
CHENNAI

QUESTIONNAIRE

Respected Sir/Madam:

I would like to introduce myself as a MBA student in Periyar University; I have constructed tools
to customer satisfaction level. Please take a few moments to address the following questions.
We encourage you to be as frank and honest as possible when submitting your answers and
opinions. I assure that this data and information collected will not be divulged to any source and
hence it will be used for research purpose only.

Thanking you.

Yours truly,

R.Sathiyamoorthy

DEMOGRAPHIC PROFILE

Name:

1. Mention your residential area:

(1) Rural (2) Semi Rural (3) Urban (4) Semi Urban

2. Gender: (1) Male (2) Female

3. Age Group:

(1) Less than 20years (2) Between 21 years to 30 years

(3) Between 31 years to 40 years (4) Between 41years to 50 years (5) Greater than 50 years.
4. Marital Status:

(1) Married (2) Unmarried

5. Educational Qualification:

(1) SSLC (2) HSC (3) Undergraduate (4) Postgraduate (5) Diploma (6) Others

6. Occupation:

(1) Business (2) Professional (3) Academicians (4) Unemployed

(5) Others

7. Monthly income:

(1) Less than Rs.15,000 (2) Between Rs.15,001 to Rs.30,000

(3) Between Rs.30,001 to Rs.45,000 (4) Above Rs.45,000

8. Family type:

(1) Nuclear Family (2) Joint Family

9. Family size:

(1) Below than 3 Members (2) Between 4 to 6 Members

(3) Between 7 to 9 Members

(4) Between 9 to 11 Members (5) Greater than 11 Members

Instructions:

Carefully read each statement and express your view regard to each by ticking
appropriate choice. Kindly do not omit any item. Give your responses as truthfully as possible.
Your responses will be kept in strictly confidence and will be used only for research purposes.

10. How did you know about MSA Shipping?

(1)TV (2) Newspaper

(3)Recommendation (4) Other

If (5) Others, Please Specify

11. Select the number of years that your business has been working with MSA Shipping?

1) My Business has not worked with MSA shipping yet

2) Under 1 year
3) 1 – 3 years
4) More than 3 years

12. What kind of product has exported through MSA Shipping?

(1) Jewelry and Precious Stones (2) Petroleum products

(3) Textiles (4) Others

If (5) Others, Please Specify

13. Do you do business with an international logistics other than MSA Shipping?

( ) Yes ( ) No

14. Would you recommend MSA shipping to your peers?

( ) Yes ( ) No

15. Do you have satisfactory relationship with the employees in MSA Shipping?

( ) Yes ( ) No
16. Rating the effectiveness of MSA Shipping's Communications in the following field

( ) Excellent ( ) Above Average ( ) Average

( ) Below Average ( ) Poor

17. Are you able to get continuous information from the Shipping?

( ) Excellent ( ) Above Average ( ) Average

( ) Below Average ( ) Poor

18. Would you be willing to pay a fee for Delivery?

(1) Yes (2) It Depends (3) No

19. Please mention your preferred Mode of Payment?

(1) On Cash (2) Debit Card (3) Credit Card (4) Others

20. Will you Implement 3PL(Third Party Logistics) for solving your shipping problem?

(1) Definitely (2) Never (3) Future plan

(4) Implementing Different Shipping Plan

21. State your level of satisfaction of the various factors given below:

Above Below
FACTORS Excellent Average Poor
Average Average
Customs clearance information
Document processing and invoicing
Service needs of shipment
Export and Import pricing
Overall Rating of shipment
22. Rank the following questions:

Kind of activity which are followed MSA shipping

FACTORS RANKS
Timely Delivery
Delivery of cargo
Pricing
Service
Safety of Cargo

23. SUGGESTIONS