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    VRL

    Uploaded by

    Jnanavi Thangamma
    This research aims to analyze customer perception of logistics services in India. Specifically, it seeks to understand perception of VRL Logistics across key areas like competence, reliability, responsiveness, trustworthiness, access, communication, and customer knowledge. Both qualitative and quantitative research methods will be used to gain insights into customer requirements and how well VRL Logistics meets those requirements. The goal is to help VRL Logistics improve its services and remain competitive.

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    VRL

    Uploaded by

    Jnanavi Thangamma
    189 views4 pages
    This research aims to analyze customer perception of logistics services in India. Specifically, it seeks to understand perception of VRL Logistics across key areas like competence, reliability, responsiveness, trustworthiness, access, communication, and customer knowledge. Both qualitative and quantitative research methods will be used to gain insights into customer requirements and how well VRL Logistics meets those requirements. The goal is to help VRL Logistics improve its services and remain competitive.

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    This research aims to analyze customer perception of logistics services in India. Specifically, it seeks to understand perception of VRL Logistics across key areas like competence, reliability, responsiveness, trustworthiness, access, communication, and customer knowledge. Both qualitative and quantitative research methods will be used to gain insights into customer requirements and how well VRL Logistics meets those requirements. The goal is to help VRL Logistics improve its services and remain competitive.

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Download as docx, pdf, or txt
    189 views4 pages

    VRL

    Uploaded by

    Jnanavi Thangamma
    This research aims to analyze customer perception of logistics services in India. Specifically, it seeks to understand perception of VRL Logistics across key areas like competence, reliability, responsiveness, trustworthiness, access, communication, and customer knowledge. Both qualitative and quantitative research methods will be used to gain insights into customer requirements and how well VRL Logistics meets those requirements. The goal is to help VRL Logistics improve its services and remain competitive.

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Download as docx, pdf, or txt
    of 4

    RESEARCH TOPIC

    CUSTOMER PERCEPTION IN THE LOGISTICS INDUSTRY.

    A marketing concept that encompasses a customer's impression, awareness


    and/or consciousness about a company or its offerings. Customer perception is
    typically affected by advertising, reviews, public relations, social media,
    personal experiences and other channels.

    The following are illustrative examples


    STATEMENT OF PROBLEM

    Analyze how the current marketing situation affects the customer


    perception towards logistics.

    Good customer perception builds customer loyalty among the existing


    customers and generates positive word-of-mouth communication, which attracts
    new customers.

    In other words, customer service is the base for all customer relationship
    management (CRM) programs that may leading firms are implementing.
    Customers base their evaluation of a service on their perceptions.

    Firms that are able to map these gaps accurately and try to bridge them with
    value-added service can succeed in enhancing the customer satisfaction level
    and remain competitive.

    SCOPE OF THE RESEARCH

    This study has been undertaken to identify customer perception towards service
    rendered by VRL logistics. The main aim of the research is to identify the
    competitive area of VRL logistics service to different customers across India.

    OBJECTIVES OF RESEARCH

    Gain a perception under these topics:

     Competence: the information provided by the firm through product


    brochures, manuals, websites, sales talk about the product and the service
    offerings of the firm.

     Reliability: delivery of the product or services as promised regarding


    place, time and quality.

     Responsiveness: returning customer calls, e-mails, faxes, letters, and so


    forth on time and resolving customer problems or complaints with speed
    during all three phases of a transaction.

     Trustworthiness: built through evolving policies on product return,


    warranty and guarantee, and honoring commitments.

     Access: this refers to the ease with which the customer will have access
    to information on products and services before placing an order, status of
    the order placed, and status of the product complaints, claims and
    damages in the post-sales phase.

     Communication: the actual service provided may be different from what


    is communicated through a promotional or advertising campaign.

     Customer knowledge: the firm may fail to understand the customer’s


    perception of the service standard.

    RESEARCH DESIGN

    An attempt to establish what level of understanding of customer requirements


    is needed in order to run the logistics service with ease.

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