The Air Freight Forwarding

Published Date: 02 Nov 2017

5. Flat rack(20ft-40ft)

6. Reefer (20ft-40ft)

7. Reefer high cube(40 ft)

8. Platform (20ft-40ft)

3.1.2 AIR FREIGHT FORWARDING

• Airfreight transportation is becoming more economical with exporters for small volume

goods that makes use of consolidates airfreight.

• However, air cargo is still very expensive for shipping goods that have a high weight or

cubic dimension to value.

• Freight charges are based on weight or measurement whichever is the higher. The

contract between the airline and the exporter is called an airway bill.

The advantages of using air transportation are:

• Speed of delivery (e.g. fish or perishable goods)

• Permits lower inventories at branch warehouse, etc.

• Reduces working capital tied up in "goods in transit" and reduces packaging costs.

• Avoids conditions of extreme heat, dampness which are often found in ocean-going

vessels.

• Both scheduled and non-scheduled air carriers offer a great variety of air cargo flights.

• Reduces pilferage and damage to goods being shipped compared with other methods.

• Reduces insurance costs because of less theft, damage, etc.

Air freight-Terminologies

Air way Bill: The Airway bill is a document of contract for carriage of goods between the

shipper and the airline.

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House Airway bill: Issued by Freight Forwarder: It is issued by the house of a consolidator for

individual components of goods covered under airline Airway bill.

Master Airway Bill: Issued by Airline: it is printed with issuing carrier’s identification.

IATA-International Air Transport association: it is a regulatory body for the transshipment of air

cargos from one origin to another. It issues license for those agencies who perform their

approved standard of performance and are called as cargo agents. A joint air cargo industry

programme involving all stakeholders of the supply chain including Customs and Government

Agencies

Codes: IATA has divided the world map into three zones .1.america 2.africa and Europe 3.asia

and Australia. Major countries are coded with two letter codes and city as three letter codes.

Weighing the cargo: Freight charges are calculated on the actual weight or the volumetric

weight, whichever is higher.

Currency: Imports from any country will be booked in the local currency only. If the country

currency value is found week then USD will be considered. Rounding of weight will always be

to the next nearest value.

Customs Clearance

A document given by customs to a shipper to show that customs duty has been paid and the

goods can be shipped.

Customs Duty: A tax, duty or tariff levied at the time of import upon goods entering a country.

Usually based on the value of the goods on the physical nature of the goods such as quantity or

weight, or on a combination of the value and other factors.

Inland Container Depot: ICD essentially function like a dry port. ICD functions as common user

facility offering all services for customs clearance like any other port. It has facilities for

handling and temporary storage of imported / export goods and empty containers.

Container Freight Station: ICD is normally located outside port towns, whereas no site

restrictions apply to CFS. The CFS is treated as extension of a port / ICD / air cargo complex. An

ICD may have CFS attached to it.

3.1.3 Customer Clearance Procedures

• Checking the Shipping Documents

• Physical Examination of the export cargo

• Loading of the goods

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• Post Loading Certification

Export C/C Procedure

• Invoice, packing list from the shipper

• Shipping bill has to be filled at customs through ICE gate.

• HAWB is prepared in the Airway office (WR India).

• Getting the pricing from shipping line/airline office.

• Book the cargo in shipping line or airline

• Goods or cargo from the shipper office to the airport( pick up)

Custom Clearance

• Permission to be obtained from the port/airline to take the cargo inside port/airport.

• Permission obtained to be shown to the officer of port/airport authority

• Register the shipping bill

• Assessment of the cargo at custom clearance

• Examination of the cargo at custom clearance

• LEO taken from the appraiser

• Allowed for shipment to be taken from preventive officer

• Cargo to be scanned

• Documents to be handed over to the airline

• After the clearance procedure pallet the cargo

Cargo to be on loaded and ready for export from the country.

Import Procedure

o Information from overseas office/importer

o Get the documents from importer [ invoice, packing list, AWB, supporting docs]

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o Check cargo status from airline

o Bill of Entry to be filed at customs

o Assessment is done

o Delivery order to be taken from the agent

o Duty calculations for the import cargo

o Cargo to be examined

o Examination report and out of Charge to be taken from Examination appraiser

o Approach Airport Authority for Warehouse &demurrage charges

o After payment of all duties and charges Gate pass will be obtained by AA

o Cargo checked at Airport by AA and hence allowed to release from Airport

o Cargo will be delivered to the concerned party

Customs Clearance – Scheme

ICC – Indian Chamber of Commerce is a statuary body which is keen in developing the economy

of country by focusing on exports from India with minimal imports. Wherein the reason behind

is our Indian Economy grows with exports with foreign currencies.

The government of India has set in certain rules and regulation adhering which an exporter or

importer gets benefited by availing certain schemes offered by government and are subjected to

pay duties and taxes on prescribed format of differing commodities.

DEPB – Duty Entitlement Pass Book Scheme (DEPB Scheme) - The scheme is easy to

administer and more transparent.. The exporter gets credit when he exports the goods. The credit

is on basis of rates prescribed. This credit can be utilized for payment of customs duty on

imported goods.

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3.2 DHL GLOBAL FORWARDING –PROFILE

DHL is a global logistics company. DHL satisfies the increasingly sophisticated needs of

international trade through a worldwide network of responsive, highly-trained professionals and

integrated information systems. Services include, air and ocean freight forwarding, customs

brokerage, distribution and value-added services.The DHL bundles all the logistics expertise and

transport modes required by variety of customers. What sets DHL apart from the rest is its

peerless expertise in managing integrated transport services.DHL is a logistics partner big

enough to deliver freight of any kind, to any place via air, ocean, road or rail, but capable of

giving its customers the personal attention they need. DHL helps customers constantly improve

their transportation networks and gain a competitive advantage, by giving them the means to get

products to market faster and more efficiently.

DHL works with more companies, in more countries, than any other logistics specialist. DHL’s

long-established capability in large markets such as Europe, the US and China is matched by a

long term commitment to every territory in which DHL operate. So, wherever customers’ goods

need to be, one can be sure DHL already have the expertise and capability in place. Whatever be

the product, DHL takes total responsibility for making sure freight arrives on time and in perfect

condition.DHL can handle from microchips to oil rigs. Whether customer are a first time shipper,

or need a complex shipment of large goods moved to different locations, DHL have the specialist

resources to manage.

DHL have the expertise in handling the following special freight type

Ambient and temperature-controlled (dry, liquid, powdered and semi-manufactured)

Pharmaceutical products

Bulk products, including petrochemicals

Chemicals

Dangerous goods

Electronic components

Forest products

Metals

Engineering sub-assemblies

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High value goods.

DHL are the first letters of the last names of the three company founders, Adrian Dalsey, Larry

Hillblom and Robert Lynn.In 1969, just months after the world had marveled at Neil

Armstrong's first steps on the moon, the three partners took another small step that would have a

profound impact on the way the world does business. The founders began to personally ship

papers by airplane from San Francisco to Honolulu, beginning customs clearance of the ship's

cargo before the actual arrival of the ship and dramatically reducing waiting time in the harbor.

Customers stood to save a fortune. With this concept, a new industry was born: international air

express, the rapid delivery of documents and shipments by airplane. The DHL Network

continued to grow at an incredible pace. The company expanded westward from Hawaii into the

Far East and Pacific Rim, then the Middle East, Africa and Europe. By 1988, DHL was already

present in 170 countries and had 16,000 employees.

At the beginning of 2002, Deutsche Post World Net became the major shareholder in DHL. By

the end of 2002, DHL was 100% owned by Deutsche Post World Net. In 2003, Deutsche Post

World Net consolidated all of its express and logistics activities into one single brand

DHL is the global market leader in international express, overland transport and air freight. It is

also the world's number 1 in ocean freight and contract logistics. DHL offers a full range of

customized solutions - from express document shipping to supply chain management. The reason

for the success of DHL is due to its very effective and efficient way of carrying out the process

of project management. The basic steps in it are as follows.

INTEGRATED LOGISTICS

Logistics is viewed as the competency that links an enterprise with its customers and suppliers.

Information from and about customers flows through the enterprise in the form of sales activity,

forecasts and orders. As products and materials are procured, a value added inventory flow is

initiated that ultimately results in ownership transfer of finished products to customers. Thus the

process is viewed in terms of two inter-related efforts, inventory flow and information flow.

The management of logistics is concerned with the movement and storage of materials and

finished products. From the initial purchase of a material or component, the logistical process

adds value. By moving inventory when and where needed. Thus the material gains value at each

step.

For a large manufacturer, logistical operations may consist of thousands of movements, which

ultimately culminate in the delivery of the product to an industrial user, wholesaler, dealer or

customer.

DHL is completely service oriented therefore it does not have its own material movement but

that of the customers the sender, the receiver and also the intermediaries. That means it only

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involves physical distribution and procurement. Procurement also includes the material needed

for packaging such as paper, moulded trays and boxes, wooden crates, standard containers

wraps, plastic inlays etc. The materials or the goods collected from the senders (including

papers, documents, physical goods like clothing, household good, chemicals, exotic animals etc)

are weighed, checked for condition, and depending upon its various characteristics it is packed.

The goods are then dispatched to their destinations. There is no value addition to the material

itself but it is done to the service which is provided

Information flow identifies specific locations within a logistical system that have requirements.

Information also integrates the three operating areas. The primary objective of developing and

specifying requirements is to plan and execute integrated logistical operations.

DHL’s whole business is dependent on the vital point of timely delivery. Based on the distance

to the final receiver, the accessibility, the documentations and procedures that need to be handled

etc they have fine tuned the process of delivery. They can accurately gauge how much time it

will take for the goods to reach its end destination.

DHL owns its success for the efficiency with which the operations are carried out. Here not only

the company but the sender and sometimes the receiver can track the goods through their

information center. They are given a certain password which they can use to trace via online or

their customer service helpline.

DHL WEB SHIPPING is the on-line express shipping tool that helps customers prepare

documents, book pick-ups, store contact details and track their deliveries. Ideal for busy office

managers, business travelers or receptionists, DHL WEB SHIPPING needs no special software

or training. DHL WEB SHIPPING's new, simplified navigation guides customers, quickly and

easily, through the entire process. So they can respond to any shipping request within minutes

Good design is at the heart of an effective supply chain solution. DHL has developed a

reputation for consistently developing innovative solutions that streamline operations and

improve control. Their in-house teams have contributed to the solutions design of some of the

world's leading brands and enabled to win key contacts. DHL solutions design team offers a

wide portfolio of expertise and services, from logistics network strategy, transport design,

warehouse design and simulation, through to operational improvement and inventory analysis.

DHL helps customers:

Give visibility of the upstream supply chain, and enable earlier decision making

Create a more agile supply chain, better able to respond to changes in consumer demand

Reduce lead times, inventories, and associated storage costs

Customer-focused solutions are built up from the following core services:

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Origin management, including: vendor management; supplier collections; customs

brokerage; consolidation services and value-added services

Global forwarding, including: air/ocean/road/rail freight forwarding and management;

European managed transport

Destination management, including: port and demurrage management; customs

brokerage; de-consolidation and pre-retail services; port to distribution centre

transportation; direct store delivery (US only)

Supply chain visibility and management, including: purchase order management; RFID

product tracking; exception management; planning and forecasting; inventory

management.

Global forwarding services are provided across all major routes.

Logistical services that are offered are Reverse Logistics, Service Logistics, Inbound to

Manufacturing, Medical Device Distribution, Distribution to Stores Management, Engineering

Response

DHL’s reverse logistics solutions help customers plan, implement and control flow of materials

and manage related information, back up the supply chain to recapture values and ensure the safe

disposal of goods. Items include the recovery of obsolete or non-operational white goods such as

refrigerators, plus the removal of old furniture on delivery of new or replacement products.

DHL’s service and replacement parts service involves the management of manufacturers'

replacement parts delivered to and from customers according to pre-defined service levels or

warranty agreements on a one-, two-, four- or eight-hour and next-day basis, 24 hours a day,

seven days a week.

DHL works closely with customers to overcome common issues such as:

Poor parts availability

High inventory investment

Long lead times, accentuated by global sourcing

High levels of customer returns

Poor visibility, reporting and control

Cost control of the demand chain

Key services include:

International freight forwarding

Domestic and regional inbound deliveries

Inventory planning, forecasting, procurement and analysis

Distribution centre operations

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Outbound delivery

Inbound to manufacturing is the complete end-to-end logistics management of inventories,

facilities and labor associated with the inbound flow of materials from vendors and supplier

origins to consumption points in manufacturers production lines.

The service encompasses:

Network, transportation and facility design

Inventory optimization

Supplier management

Transportation management

In-plant services

Key to the service is integrating manufacturers' forecasting, order management and supply chain

execution processes with their component suppliers. DHL implements warehouse management

and supply chain event management systems to manage just-in-time deliveries and allow supply

chain participants to exchange forecast requirements in real time.

Value is created for manufacturers and component suppliers throughout the world by:

o enabling a robust and cost-effective supply chain

o Providing the necessary visibility so that the location of all components within the

supply chain is known to all supply chain participants

o Reduce inventory and investment costs

o Improve delivery times

o Co-ordinate multiple components more efficiently

DHL country-based warehouses for a number of manufacturers to service a local customer base.

This includes the receipt of product from local or global manufacturing sites and downstream

distribution to hospitals.

DHL distribution to store services are focused on helping retailers create efficient and flexible

supply chains to deliver product to retail outlets at high levels of service.

These solutions are built from several core services: reverse logistics collections; sortation;

processing; repair/refurbishment; value recovery; disposal and compliance.

Through our Engineering Response services, we manage the materials supply chain from works

planning and inbound goods through to on-site works, delivering stock out to engineers, builders

and construction workers in the field.DHL not only provides physical ogistics services but also

manages other enhanced supply chain services, improving efficiencies and reducing costs.

Receipt, management, execution, sequencing and dispatch of orders in a timely manner. A Call

Centre manages orders, monitors sales activities, provides customer services and functions as a

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Help-desk. DHL gives the customer a global view of inventory, thus enabling informed decisions

regarding the disposition of stock. The creation of a consolidated and categorized invoice, based

on all services performed in a specific time-period by more than one service provider, made

available in an agreed format. DHL's many years of experience with international trade

requirements and formalities, combined with the European Competence Centre and country

expertise, gives customers the leading edge in service, quality and management in cross border

transactions.

Total Quality Management is a management strategy that integrates quality orientation into the

whole structure and workflow of a company by using methods and techniques of quality

management

Corporate Policy for Quality, Environment, Health and Safety (QEHS) is based on five corporate

values:

Customer satisfaction: Providing our customers and their customers with excellent, high

value logistics solutions

Employee motivation: Building on the know-how and stimulation of individual potential

in multi-cultural teams

Operational excellence: Continuous improvement of processes and services to fulfil or

exceed expectations

Corporate citizenship: Acting as a responsible corporate citizen in all countries

Shareholder reward: Developing a sustainable business to provide increasing shareholder

value

DHLConsolidation is the practice of combining diverse cargoes into single shipments, to achieve

substantial savings on freight costs. In road freight, this is known as groupage.

Unlike many of DHL’s competitors DHL own overland road network, ensuring coherent

procedures at all times

DHL’s global scale allows us to provide cost-effective consolidation and groupage

services for customers worldwide

With an unrivalled timetable of international departures, plus door-to-door tariffs and

tracking capabilities, DHL’s consolidation service is ideal for palletized and loose loaded

shipments

DHL can support customers with customs brokerage and customs declarations, cargo

inspection, quality control and sorting

DHL’s standardized security procedures ensure customer’s freight receives the highest

level of protection.

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The advantage in both intermodal and multimodal transport is that they use the most efficient

combination of transport modes, keeping your freight costs down. Both services are more

environmentally sustainable than some single mode transport methods.DHL is flexible partner

for overland freight transport. DHL ensure reliable and efficient international transportation for

customers of all sizes, all supported by their customs expertise. When the customer need a

quicker mode of transport than pure ocean freight, but need a more economical alternative to air

freight then DHL’s multimodal solution, DHL SEAIR is the answer. DHL SEAIR offers

customers real-time visibility at every step of the transport process. DHL’s aim is to be the

logistics partner of choice to the oil and gas, mining, power generation and construction

industries. Its expertise in cargo scheduling and materials management means we can offer

tailored solutions for unique outsize cargoes and heavy lifts. DHL‘s specialties cover such areas

as feasibility studies and risk management, packaging design, document process management, to

the safe transportation of heavy lifts and out-of-gauge cargo. For more than 45 years, DHL has

specialized in transport for trade fairs and events. DHL’s expert, multi-lingual staff has delivered

exhibits, stands and promotional materials all over the world. DHL’s complete portfolio of

flexible exhibition services ensures a perfect show. One can choose preferred mode of transport

to and from the trade fair site. We can also offer you a complete range of document handling and

customs clearance services, to help smooth the import/export process. We live in an increasingly

global economy where products are sourced from low cost production locations to meet

consumers’ demands at prices they can afford. From fashion to consumer electronics, auto parts

to FMCG, supply chains are lengthening, yet consumers are becoming ever more demanding,

Changes in world economics mean that sourcing decisions are continually changing, which

places additional stresses on the supply chain. As a global leader in freight forwarding and

contract logistics DHL has the experience, capabilities and reach to help change buying terms

with your suppliers, improve control of inbound supply chain, and reduce product costs, logistics

costs and inventories.

3.2.1 DHL AIR FREIGHT SERVICES

DHL global leader in air freight, carrying 12% of the total worldwide market, more than twice as

much as the second biggest organization. DHL’s operations are managed from over 150

countries, providing a personalized service to and from all key markets.DHL can organize

scheduled flights and chartered planes from a wide range of major carriers, as well as

competitive services on its own carrier, making it flexible enough to help everyone from firsttime

shippers to regular importers and exporters of freight.DHL is the market leader in shipping

perishable products from Latin America to the rest of the world. DHL use specialist tracking

technology to help ensure that time-critical items, such as flowers and fruits, are delivered

quickly to their destinations, wherever they may be. Combining the very best of DHL’s

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competencies in its international freight forwarding and domestic distribution network, DHL

eliminates the need for costly warehousing. This straightforward door-to-door service picks up

your goods, transfers them to an export facility, and transports them via air before distributing

them to multiple end-users at destination. Its unique features can help you effectively streamline

your operations which all translate into large cost savings depending on your activity profile.

When customers freight requirements don’t allow for consolidation, because of the goods’ size

or volume, then chartering may be the best option. Procuring global air freight capacity on

dedicated aircraft is ideal when product launch coincides with seasonal peaks in air freight.

Every day, DHL charters at least one plane somewhere in the world, for oversized cargo and

items for new product launches.

3.2.2 DHL OCEAN FREIGHT SERVICES

As one of the largest Ocean Freight service providers for Full Container Load (FCL) and Lessthan-

Container Load (LCL) shipments, DHL currently handle in excess of 2.7 million TEU’s and

more than 2 million cubic meters of LCL freight annually, across all continents. Naturally, our

expertise also includes focused and professional handling of all conventional cargo

transportation. DHL actively manage Ocean Freight services through long-standing carrier

partnerships, which allow offering faster, more cost-efficient and reliable services to enhance

competitiveness. Through Non Vessel Operating Common Carrier (NVOCC), Danmar Lines,

DHL can offer a variety of sailing frequencies and transit times on any given route

DHL dedicates substantial resources to developing and maintaining a highly effective

consolidation system for the LCL market. We provide both traditional LCL services and multivendor

buyers’ consolidations for shipments sourced from single and multiple countries. DHL

carry over 97% of all LCL freight in-house with direct consolidations through extensive National

Gateway network. DHL back this up with our Multi National Gateway network by running inhouse

feeder services in support of Gateways.Web-enabled IT solutions enhance LCL services

with features such as track-and-trace and order monitoring to provide you with event data and

transparency

Through DHL’s first-class carrier partnerships it ensures shipments are handled with the highest

quality, premium space allotment and optimum pricing. Wherever possible, communication of

shipment information, such us shipping instructions to the carrier, is conducted via EDI in

paperless form. Through DHL’s centralized purchasing management, it negotiates total volumes

with first-class carriers to give you the highest quality, space allotment and optimum pricing for

your FCL freight.

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Carrier supported EDI messaging enables DHL to streamline the process with a paperless

environment to provide booking and shipping instructions to the shipping lines. This simplifies

the documentation process and ensures the highest degree of data accuracy and efficiency. All of

DHL’s services are enhanced by a range of web-enabled IT solutions, providing complete

visibility of freight in transit, updating your in-house IT systems and, where required, notifying

custom authorities and contractors of your shipment details.

DHL’s conventional cargo services are ideal for the transport of oversized freight and Roll-on

Roll-off (RoRo) cargo.DHL’s conventional load services are ideal for the transportation of

oversized goods too large to fit into containers. Cargo such as vehicles, pipeline sections and

turbines often require special vessels and loading equipment. DHL’s specialized teams will

ensure cargo is in safe and secure hands by providing tailor-made solutions. All these services

are supported by risk management and sophisticated IT solutions, to ensure reliable performance

and cost optimization. Regardless of the logistical complexity, transportation requirements, DHL

will exceed demands with all its expert resources at your disposal, all the way through to

delivery.

3.2.3 DHL CUSTOMS BROKERAGE

DHL is one of the world's largest customs brokers, filing several million entries every year, from

a complete menu of brokerage services. DHL negotiate complex international shipping

regulations on your behalf at offices located at every major global port, airport and border

crossing point. DHL also works closely with the world’s regulatory authorities, such as the WCO

(World Customs Organization) and the European Commission.

DHL’s long-standing relationships with customs authorities mean they can provide a best in

class service for our customers. And with customs getting more complex these days, even freelycirculating

goods have to be reported to the appropriate authorities. That’s why their customs

experts see to it that your goods get to their final, intra-community and international destination

with minimum complication and maximum efficiency.

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CHAPTER 4. RESEARCH DESIGN &

METHODOLOGY

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4.1 RESEARCH METHODOLOGY

The system of collecting data for research projects is known as research methodology. The

data may be collected for either theoretical or practical research for example management

research may be strategically conceptualized along with operational planning methods and

change management. Some important factors in research methodology include validity of

research data, Ethics and the reliability of measures most of your work is finished by the

time you finish the analysis of your data. Formulating of research questions along with

sampling weather probable or non probable is followed by measurement that includes

surveys and scaling. This is followed by research design, which may be either

experimental or quasi-experimental. The last two stages are data analysis and finally

writing the research paper, which is organized carefully into graphs and tables so that only

important relevant data is shown.

4.2. Objectives of the study

To evaluate the service dependability and accuracy of DHL performance.

To determine whether DHL employees are willing to help customers and provide

prompt services

To study whether the employees of DHL have the ability to inspire trust and

confidence.

To study whether DHL provide good equipment , right personnel and

communication materials

To measure whether DHL provides individual attention to its customers

4.3. Hypothesis of the study

1. Reliability

Null Hypothesis (H0): There is no significance difference in the opinion among the

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respondents of different designation groups with regards to reliability.

Alternate Hypothesis (H1): There is significance difference in the opinion among the

respondents of different designation groups with regards to reliability.

2. Tangibility

Null Hypothesis (H0): There is no significance difference in the opinion among the

respondents of different designation groups with regards to tangibility.

Alternate Hypothesis (H1): There is significance difference in the opinion among the

respondents of different designation groups with regards to tangibility.

3. Responsiveness

Null Hypothesis (H0): There is no significance difference in the opinion among the

respondents of different designation groups with regards to responsiveness.

Alternate Hypothesis (H1): There is significance difference in the opinion among the

respondents of different designation groups with regards to responsiveness.

4. Empathy

Null Hypothesis (H0): There is no significance difference in the opinion among the

respondents of different designation groups with regards to empathy.

Alternate Hypothesis (H1): There is significance difference in the opinion among the

respondents of different designation groups with regards to empathy.

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5. Assurance

Null Hypothesis (H0): There is no significance difference in the opinion among the

respondents of different designation groups with regards to assurance.

Alternate Hypothesis (H1): There is significance difference in the opinion among the

respondents of different designation groups with regards to assurance.

4.4 RESEARCH DESIGN

The research design used for this study is descriptive type. It includes surveys and a fact finding

enquires of different training programs. The study is that of a quantitative analysis where the data

collected and studies is supported with the help of quantitative analysis.

4.4.1 Data Collection

1. Primary Data

It includes the collection of primary data from the customer or clients though distribution of

questionnaire. The data is collected by conducting interviews with mangers, directors and

executives of various customers or clients of DHL.

2. Secondary Data

The secondary data was collected from internet, journals, and by conducting interview with the

customer service department of DHL. The company also provided some materials regarding

various services provided by DHL. These information help in framing the Questionnaire

4.4.2 Sample Size

The sample size set by the company was 50 customers and data was collected from these 50

clients or customers. Convenience sampling method was used for selecting the respondents.

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4.4.3 Tools of analysis

The tool used for analysis of the data is SPSS (Statistical Package for Social Sciences) which

helps in proper analysis and also help in determining the results. The test used for analysis is

Reliability test

Frequency analysis or percentage analysis

One way AVOVA test analysis: In statistics, one-way analysis of variance (abbreviated

one-way ANOVA) is a technique used to compare means of two or more samples (using

the F distribution). This technique can be used only for numerical data. The ANOVA

tests the null hypothesis that samples in two or more groups are drawn from the same

population. To do this, two estimates are made of the population variance. These

estimates rely on various assumptions. The ANOVA produces an F statistic, the ratio of

the variance calculated among the means to the variance within the samples. If the group

means are drawn from the same population, the variance between the group means should

be lower than the variance of the samples, following central limit theorem. A higher ratio

therefore implies that the samples were drawn from different populations.

4.4.4 Limitation of the study

Time period for the project was not sufficient for conducting a marketing project.

4.4.5 Period of Study

The time period was three months i.e. December 15th 2010 to February15th 2011.

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CHAPTER 5. ANALYSIS &

INTERPRETATIONS

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5.1 RELIABILITY ANALYSIS

Reliability is one of the most important characteristics of good psychological measures.

This is used compute the standard measures of internal consistency, coefficient alpha.

Reliability analysis is mainly done to check the reliability of the data collected. For the data

to be reliable the alpha value should be greater than .6

The procedure for doing this is click analyze > scale > reliability analysis. Then variables

that make up the scale to be analyzed should be transferred to the dialog box and click ok fo

the output.

Reliability Test forThe Data Of Employees

Reliability Analysis – Scale (Alpha)

Table 5.1

Alpha Value No of cases No of items

.8527 50 15

Inference – reliability Test

Reliability test is used to test the goodness of the data. Alpha is a reliability co-efficient that

indicates how well the items in a set are positively correlated to one another. The alpha

value (>0.6) indicates that the internal consistency reliability used in the study is very

good. So the data is reliable as the alpha value is 0.8527.

5.2 FREQUENCY ANALYSIS

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Q.1 Table 5.2

Chart 5.1

DHL maintains schedule and transit integrity

Interpretation

From the above table and chart, 68% agree that DHL maintains schedule and transit integrity and

22% strongly agree that DHL maintains and schedule and transit integrity and only 8% as a

neutral opinion to the same. As the mean is above 2.5 i.e. 4.1, the analysis is accepted.

DHL maintains schedule and transit integrity

1 2.0 2.0 2.0

4 8.0 8.0 10.0

34 68.0 68.0 78.0

11 22.0 22.0 100.0

50 100.0 100.0

disagree

neutral

agree

strongly agree

Total

Valid

Frequency Percent Valid Percent

Cumulative

Percent

44

Q.2 Table 5.3

DHL maintains good pick up and delivery

Chart 5.2

DHL maintains good pickup and delivery

Interpretation

To the statement asked whether DHL generally maintains good pickup and delivery, around 66%

agree that DHL maintains good equipment supply and as the mean is above 2.5 i.e. 3.9, the

analysis is accepted.

45

Q.3 Table 5.4

Chart 5.3

DHL sales staffs have good product knowledge

Interpretation

From the above table and chart, 54% agree that DHL sales staffs have good product knowledge

and 22% each are of the opinion strongly agree and neutral. As the mean is above 2.5 i.e. 3.9, the

analysis is accepted.

46

Q.4 Table 5.5

Customer service is easily accessible

1 2.0 2.0 2.0

4 8.0 8.0 10.0

12 24.0 24.0 34.0

20 40.0 40.0 74.0

13 26.0 26.0 100.0

50 100.0 100.0

strongly disagree

disagree

neutral

agree

strongly agree

Total

Valid

Frequency Percent Valid Percent

Cumulative

Percent

Chart 5.4

Customer service is easily acessible

Interpretation

To the statement asked whether customer service is easily accessible, 40% agree that customer

service is easily accessible and only 26% strongly agree to the same.As the mean is above 2.5 i.e.

3.8, the analysis is accepted.

47

Q.5 Table 5.6

Sales and customer service staff are friendly

1 2.0 2.0 2.0

10 20.0 20.0 22.0

28 56.0 56.0 78.0

11 22.0 22.0 100.0

50 100.0 100.0

strongly disagree

neutral

agree

strongly agree

Total

Valid

Frequency Percent Valid Percent

Cumulative

Percent

Chart 5.5

Sales and customer service staff are friendly

1.0 2.0 3.0 4.0 5.0

Sales and customer service staff are friendly

Frequency

30

20

10

0

Std. Dev = .78

Mean = 4.0

N = 50.00

Interpretation

From the above table and chart 56% agree that DHL sales and customer service staff are friendly

and only 22% strongly agree and 20% as a neutral opinion. As the mean is above 2.5 i.e. 4.0, the

analysis is accepted.

48

Q.6 Table 5.7

Customer service is proactive and prompt

3 6.0 6.0 6.0

3 6.0 6.0 12.0

15 30.0 30.0 42.0

22 44.0 44.0 86.0

7 14.0 14.0 100.0

50 100.0 100.0

strongly disagree

disagree

neutral

agree

strongly agree

Total

Valid

Frequency Percent Valid Percent

Cumulative

Percent

Chart 5.6

Customer service is proactive and prompt

1.0 2.0 3.0 4.0 5.0

Customer service is proactive and prompt

Frequency

30

20

10

0

Std. Dev = 1.01

Mean = 3.5

N = 50.00

Interpretation

To the statement asked whether customer service is proactive and prompt, 44% agree that DHL

customer service is proactive and prompt and 30% as a neutral opinion.As the mean is above 2.5

i.e. 3.5, the analysis is accepted.

49

Q.7 Table 5.8

DHL maintains good pickup and delivery

Chart 5.7

DHL maintains good pickup and delivery

Interpretation:

From the above table and chart, 50% agree that DHL is competitively priced on rate offers and

32% as a neutral opinion to the same. As the mean is above 2.5 i.e. 3.5, the analysis is accepted.

50

Q.8 Table 5.9

DHL service is value for money

Chart 5.8

DHL service is value for money

Interpretation

To the statement asked whether DHL service is value for money, 64% agree that DHL service is

value for money. As the mean is above 2.5 i.e. 3.7, the analysis is accepted.

51

Q.9 Table 5.10

DHL website is user friendly

Chart 5.9

DHL website is user friendly

Interpretation

To the statement asked whether DHL website is user friendly, 64% agree that DHL website is

user friendly and only 22% strongly agree to the same. As the mean is above 2.5 i.e. 4.0, the

analysis is accepted.

52

Q.10 Table 5.11

DHL senior management is accessible

Chart 5.10

DHL senior management is accessible

Interpretation

To the statement asked whether DHL senior management is accessible, 52% agree that DHL

senior management is accessible and 30% as a neutral opinion to the same. As the mean is above

2.5 i.e. 3.6, the analysis is accepted.

53

Q.11 Table 5.12

DHL claim settlement is good

Chart 5.11

DHL claim settlement is good

Interpretation

When asked do the claim settlement of DHL is good, 62% as a neutral opinion that DHL claim

settlement is good and only 30% agree that DHL claim settlement is good. As the mean is above

2.5 i.e. 3.2, the analysis is accepted.

54

Q.12 Table 5.13

DHL operations support at terminals is good

Chart 5.12

DHL operations support at terminals is good

Interpretation

From the above table and chart, 44% agree that DHL operations support at terminals is good and

40% as a neutral opinion and 14% strongly agree to the same. As the mean is above 2.5 i.e. 3.7,

the analysis is accepted.

55

Q.13 Table 5.14

DHL DO release is easy and prompt

Chart 5.13

DHL DO release is easy and prompt

Interpretation

When asked whether DHL BL/DO release is easy and prompt, 54% agree that BL/DO is easy

and prompt and 20% are of neutral opinion and only 16% strongly agree to the same. As the

mean is above 2.5 i.e. 3.7, the analysis is accepted.

56

Q.14 Table 5.15

DHL invoicing is accurate and user- friendly

Chart 5.14

DHL invoicing is accurate and user- friendly

Interpretation

To the statement asked whether DHL invoicing is accurate and user- friendly, 62% agree

invoicing is accurate and user- friendly. As the mean is above 2.5 i.e. 3.8, the analysis is

accepted.

57

Q.15 Table 5.16

DHL is truly your forwarder of choice

Chart 5.15

DHL is truly your forwarder of choice

Interpretation

From the above table and chart, 58% agree that DHL is their true forwarder of choice. As the

mean is above 2.5 i.e. 3.94, the analysis is accepted.

58

ANALYSIS OF HYPOTHESIS ONE WAY ANOVA TEST

Dimension 1: Reliability

Null Hypothesis (H0): There is no significance difference in the opinion among the respondents

of different designation groups with regards to reliability.

Alternate Hypothesis (H1): There is significance difference in the opinion among the

respondents of different designation groups with regards to reliability.

Descriptives

RELABLTY

11 4.0606 .59289 .17876 3.6623 4.4589 3.00 5.00

9 3.7407 .43390 .14463 3.4072 4.0743 3.00 4.33

30 3.8000 .45148 .08243 3.6314 3.9686 3.00 4.67

50 3.8467 .48660 .06882 3.7084 3.9850 3.00 5.00

director

executive

manager

Total

N Mean Std. Deviation Std. Error Lower Bound Upper Bound

95% Confidence Interval for

Mean

Minimum Maximum

ANOVA

RELABLTY

.670 2 .335 1.440 .247

10.932 47 .233

11.602 49

Between Groups

Within Groups

Total

Sum of

Squares df Mean Square F Sig.

Interpretation

Since the significant value is more than 0.05, so we accept the null hypothesis which states

thatthere is no significance difference in the opinion among the respondents of different

designation groups with regards to reliability.

59

Dimension 2: Tangibility

Null Hypothesis (H0): There is no significance difference in the opinion among the respondents

of different designation groups with regards to tangibility.

Alternate Hypothesis (H1): There is significance difference in the opinion among the

respondents of different designation groups with regards to tangibility.

Descriptives

TANGIBIL

11 3.8788 .77850 .23473 3.3558 4.4018 3.00 5.00

9 4.0741 .22222 .07407 3.9033 4.2449 3.67 4.33

30 3.9667 .51305 .09367 3.7751 4.1582 3.00 5.00

50 3.9667 .53980 .07634 3.8133 4.1201 3.00 5.00

director

executive

manager

Total

N Mean Std. Deviation Std. Error Lower Bound Upper Bound

95% Confidence Interval for

Mean

Minimum Maximum

ANOVA

TANGIBIL

.189 2 .094 .315 .731

14.089 47 .300

14.278 49

Between Groups

Within Groups

Total

Sum of

Squares df Mean Square F Sig.

Interpretation

Since the significant value is more than 0.05, so we accept the null hypothesis which states

thatthere is no significance difference in the opinion among the respondents of different

designation groups with regards to tangibility

60

Dimension 3: Responsiveness

Null Hypothesis (H0): There is no significance difference in the opinion among the respondents

of different designation groups with regards to responsiveness.

Alternate Hypothesis (H1): There is significance difference in the opinion among the

respondents of different designation groups with regards to responsiveness.

Descriptives

RESPONS

11 3.6364 .84924 .25606 3.0658 4.2069 2.33 5.00

9 3.7037 .45474 .15158 3.3542 4.0532 2.67 4.00

30 3.6889 .69994 .12779 3.4275 3.9502 2.33 5.00

50 3.6800 .68664 .09711 3.4849 3.8751 2.33 5.00

director

executive

manager

Total

N Mean Std. Deviation Std. Error Lower Bound Upper Bound

95% Confidence Interval for

Mean

Minimum Maximum

ANOVA

RESPONS

.028 2 .014 .029 .972

23.074 47 .491

23.102 49

Between Groups

Within Groups

Total

Sum of

Squares df Mean Square F Sig.

Interpretation

Since the significant value is more than 0.05, so we accept the null hypothesis which states

thatthere is no significance difference in the opinion among the respondents of different

designation groups with regards to responsiveness.

61

Dimension 4: Empathy

Null Hypothesis (H0): There is no significance difference in the opinion among the respondents

of different designation groups with regards to empathy.

Alternate Hypothesis (H1): There is significance difference in the opinion among the

respondents of different designation groups with regards to empathy.

Descriptives

EMPATHY

11 3.6970 .75210 .22677 3.1917 4.2022 2.33 5.00

9 3.9630 .45474 .15158 3.6134 4.3125 3.33 4.67

30 3.7667 .54068 .09871 3.5648 3.9686 2.33 4.67

50 3.7867 .57444 .08124 3.6234 3.9499 2.33 5.00

director

executive

manager

Total

N Mean Std. Deviation Std. Error Lower Bound Upper Bound

95% Confidence Interval for

Mean

Minimum Maximum

ANOVA

EMPATHY

.380 2 .190 .566 .572

15.789 47 .336

16.169 49

Between Groups

Within Groups

Total

Sum of

Squares df Mean Square F Sig.

Interpretation

Since the significant value is more than 0.05, so we accept the null hypothesis which states

thatthere is no significance difference in the opinion among the respondents of different

designation groups with regards to empathy.

62

Dimension 5: Assurance

Null Hypothesis (H0): There is no significance difference in the opinion among the respondents

of different designation groups with regards to assurance.

Alternate Hypothesis (H1): There is significance difference in the opinion among the

respondents of different designation groups with regards to assurance

Descriptives

ASSURANC

11 3.5152 .58431 .17618 3.1226 3.9077 2.67 4.67

9 3.4815 .24216 .08072 3.2953 3.6676 3.33 4.00

30 3.5667 .50401 .09202 3.3785 3.7549 2.00 4.33

50 3.5400 .48041 .06794 3.4035 3.6765 2.00 4.67

director

executive

manager

Total

N Mean Std. Deviation Std. Error Lower Bound Upper Bound

95% Confidence Interval for

Mean

Minimum Maximum

ANOVA

ASSURANC

.059 2 .029 .123 .884

11.250 47 .239

11.309 49

Between Groups

Within Groups

Total

Sum of

Squares df Mean Square F Sig.

Interpretation

Since the significant value is more than 0.05, so we accept the null hypothesis which states

thatthere is no significance difference in the opinion among the respondents of different

designation groups with regards to assurance.

63

CHAPTER 6 FINDINGS, SUGGESTION

AND CONCLUSION

64

6.1 FINDINGS

1. From the above table 5.2 and chart 5.1, 68% agree that DHL maintains schedule and transit

integrity and only 22% strongly agree that DHL maintains and schedule and transit integrity and

only 8% as a neutral opinion to the same. As the mean is above 2.5 i.e. 4.1, the analysis is

accepted. From this we can come to a conclusion that the company is able to satisfy their

customers by maintaining their schedule and transit integrity.

2. To the statement asked whether DHL generally maintains good equipment supply, around

66% agree that DHL maintains good equipment supply and as the mean is above 2.5 i.e. 3.9, the

analysis is accepted. From this we can come to a conclusion that DHL is able to maintain the

equipment supply and the company is able to meet the customer or clients equipment

requirements at right time.

3. From the above table3 and chart3, 54% agree that DHL sales staffs have good product

knowledge and 22% each are of the opinion strongly agree and neutral. As the mean is above 2.5

i.e. 3.9, the analysis is accepted. So majority of respondents agree that sales staffs have very

good product knowledge and have the ability to clear the doubts and requirements of the

customers or clients of DHL.

4. To the statement asked whether customer service of DHL is easily accessible, 40% agree that

customer service is easily accessible and only 26% strongly agree to the same.As the mean is

above 2.5 i.e. 3.8, the analysis is accepted. So when it comes to the accessibility of customer

service of DHL, majority of the respondents agree and strongly agree i.e. 40% and 26% to the

statement whether customer service is easily accessible.

5. From the above table 5.6 and chart 5.5, 56% agree that DHL sales and customer service staff

are friendly and only 22% strongly agree and 20% as a neutral opinion. As the mean is above 2.5

i.e. 4.0, the analysis is accepted. So when it comes to relationship maintenance and friendly

behavior DHL sales and customer service are able to deal with the customers or clients in a

friendly manner which is a motivation for the clients to do business with DHL.

6. To the statement asked whether customer service is proactive and prompt, only 44% agree that

DHL customer service is proactive and prompt and 30% as a neutral opinion.As the mean is

above 2.5 i.e. 3.5, the analysis is accepted. According to the respondents opinion the customer

65

service of DHL can be little more proactive and prompt in order to provide good and better

services towards the customers or clients.

7. From the above table 5.8 and chart 5.7, 50% agree that DHL is competitively priced on rate

offers and 32% as a neutral opinion to the same. As the mean is above 2.5 i.e. 3.5, the analysis is

accepted. So regarding the rates, majority of the respondents agree and have a neutral opinion,

but still they are of the opinion that DHL should come out with competitive rates which motivate

the customers to do business with DHL.

8. To the statement asked whether DHL service is value for money, 64% agree that DHL service

is value for money. As the mean is above 2.5 i.e. 3.7, the analysis is accepted. So majority of the

respondents are of the opinion that DHL service is value for money

9. To the statement asked whether DHL website is user friendly, 64% agree that DHL website is

user friendly and only 22% strongly agree to the same. As the mean is above 2.5 i.e. 4.0, the

analysis is accepted. From this we can conclude that the website of DHL is user- Friendly and

the customers are able to get all necessary information in DHL website.

10. To the statement asked whether DHL senior management is accessible, 52% agree that DHL

senior management is accessible and 30% as a neutral opinion to the same. As the mean is above

2.5 i.e. 3.6, the analysis is accepted. From this we can come to conclusion that the senior

management is accessible, but still accessibility to the senior management can be improved for a

better understanding and solving the problems of the customers or clients.

11. When asked do the claim settlement of DHL is good, 62% as a neutral opinion that DHL

claim settlement is good and only 30% agree that DHL claim settlement is good. As the mean is

above 2.5 i.e. 3.2, the analysis is accepted. The majority respondents agree that DHL claim

settlement is good.

12. From the above table 5.13 and chart 5.12, 44% agree that DHL operations support at

terminals is good and 40% as a neutral opinion and 14% strongly agree to the same. As the mean

is above 2.5 i.e. 3.7, the analysis is accepted. From this we can come to conclusion that DHL

support at terminals is good, but still can improve the support at terminals.

66

13. When asked whether DHL DO release is easy and prompt, 54% agree that BL/DO is easy

and prompt and 20% are of neutral opinion and only 16% strongly agree to the same. As the

mean is above 2.5 i.e. 3.7, the analysis is accepted.

14. To the statement asked whether DHL invoicing is accurate and user- friendly, 62% agree

invoicing is accurate and user- friendly. As the mean is above 2.5 i.e. 3.8, the analysis is

accepted.

15. From the above table 5.16 and chart 5.15, 58% agree that DHL is there true forwarder of

choice. As the mean is above 2.5 i.e. 3.94, the analysis is accepted.

67

6.2 SUGGESTIONS

Service quality is something which is very important when it comes to freight forwarding

industry. The analysis or the study proves that the services provided by DHL are satisfactory to

their customers or clients. But there are certain areas of concern which can be improved by DHL

1. There should be little more improvement in DO release because the time taken for releasing

the DO is high. So DHL has to make sure that DO is released on time which can be motivation

for the clients to do more business with DHL.

2. DHL customer service and sales staffs should not delay in giving the right information for the

customer enquires i.e. there should be no delay in reply to the customer’s mail or providing

information at right time. A delay in reply to customer enquiry can result in customer shifting

towards the competitors.

3. When comes to DHL rate offers, the company has to come out with competitive rates.

4. Some customers were criticizing that DHL showing clear discrimination between big

customers and small customers.

5. Dispute management has good room for improvement

6. Billing system needs to be improved further.

7. Customers have serious complaints about DSR updating. This needs to be addressed

68

6.3 CONCLUSION

In today's competitive environment, organizations must earn the customer's trust by consistently

meeting or exceeding expectations. The disparity between expectation and perception is the

major determining factor in a customer's assessment of quality of service. Service quality and

customer service is very important. The study in overall reveals that the customers are satisfied

with the services provided by DHL. It shows the service quality measurement dimensions i.e.

reliability, tangibility, responsiveness; empathy and assurance are found satisfactory and was

proved by using one way ANOVA test. Even the percentage analysis or frequency analysis

shows the item wise analysis which shows that the majority of the respondents are of the opinion

agree and strongly agree which again proves that the customers are satisfied with overall services

provided by DHL Global Forwarding. So in overall we can conclude that DHL services are

satisfactory to the customers.

69

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70

Websites

www.aviofreight.com

www.joc.com (journal of commerce)

www.sci.com (Shipping Corporation of India)

www.dhl.com

71