iswarya project.doc

7/27/2019 iswarya project.doc

1/74

A STUDY ON SHIPPING AGENCY AND CUSTOMER SATISFACTION

LEVEL OF SICAL LOGISTICS LIMITED WITH REPECT TO

CHENNAI PORT.

1. INTRODUCTION

LOGISTICS OVERVIEW:

Logistics is the process of planning, implementation, and controlling the efficient, effective

flow and storage of goods, services and related information from point of origin to point of

consumption for the purpose of conforming to customer requirements at the right place, at the

right time, of the right quality, at the right cost. This definition includes inbound, outbound,internal and external movements and return of materials for environmental purpose.

OBJECTIVES OF LOGISTICS:

Reduction of inventory.

Economy of freight.

Reliability and consistency in delivery performance.

Minimum damage to products.

Quicker and faster response.

FUNCTIONS OF LOGISTICS:

Order processing.

Inventory planning and management.

Warehousing.

Packaging.

Transportation.

MODES OF TRANSPORTATION IN GLOBAL LOGISTICS:


2/74

Transportation plays a vital role in the movement of cargo within or between countries.

Selection of the transportation mode depends upon the following factors,

Location of market

Cost of transportation

Speed of cargo transportation

Reliability of mode

BARRIERS TO GLOBAL LOGISTICS:

LOGISTICS INFORMATION SYSTEM (LIS):

LIS means capturing, analyzing, and communicating information related to logistics and

supply chain management.

FUNCTIONS OF A LOGISTICS INFORMATION SYSTEM:

Planning

Marketing/

competition

Financial

barriers

Distribution

channels

Potential benefits of

international trade

Global logistics

management

Barriers to international

logistics


3/74

Co ordination

Customer service and communication

Control

PRINCIPLES OF LOGISTICS INFORMATION:

MULTIMODAL LOGISTICS:

Multimodal transport embraces road, rail, sea and air links or combination of any these links

or sectors, including the ancillary services supporting the entire network such as freight

forwarding, haulage, customs, warehousing, inland depots, insurance, banking, finance and

related sectors. The advent of containerization of cargos has led to the establishment of huge

multimodal transport operators with point to point services involving ships, trucks and

rails.

EXAMPLE OF MULTIMODAL LOGISTICS:

Truck/rail truck

Rail rail

Accur

acy

Time-

liness

Avail -

ability

Except

ion

based

Forma

t

Flexibi

lity

LIS

COAL

Non

coking

Thermal

power

Cokeoven

Coke

WasheryCokingcoal


4/74

Truck/rail ship

1.1NEED OF STUDY

The Agents prioritized tasks were

a) To obtain business

b) To secure funding / payment

The agent is eyes and ears of the principal and major responsibility of the agent to keep

his principle fully informed of all events which occur while ship in care, that is to say from

the time the agent receive the appointment he should be updating his principle constantly on

the prospects for the vessels port call including ETA, Berthing, cargo operation, sailing

prospects. Prior to the ships arrival the agent will be receiving ETAs from the Master(captain) on which he will be making the arrangements for Port entry, berthing and cargo

operation. This information will be transmitted to the local harbor authority and cargo

terminal. They in turn will be feeding back information on port entry time, berth availability

and prospects for cargo completion. The agent becomes the central point of communication

relaying this information back to his principal and on the principals instruction, to the next

port of call so that they know when to expect the vessels arrival.

The agent should be aware of his responsibilities dependent upon the party

from whom he receives his appointment. The appointment may be by

a) Owners

b) Charterers (time or voyage)

c) Owners protective(supervisory) agent

OWNERS APPOINTMENT:

Thermal

power

Destinatio

n port

Reducing

agent/fuel

Source

port


5/74

The agent receives his appointment from the ship-owner who in turn operating the vessel,

usually on a voyage charter. The agent will look after the interests of the owner and his duties

include

a) All port arrangement for the vessel berth.

b) The ships port disbursement costs.

c) All crew and domestic matters

Depending on the charter party, he may also be responsible for arranging cargo

operations. Throughout the port call, the agent will keep the owner fully advised of all events

and factors and carry out instructions received from the owner relevant to the ships call. He

will protect the owners interest against charter, shipper and/or receivers in the event of any

dispute or claims.

APPOINTMENT BY TIME CHARTERER:

When an agent is appointed by a time charterer (often legally referred as the

disponent owner). The agents relationship with the vessel and its personnel is, on the

surface. Areas of conflict include in this are

a) Breakdown of ships equipment.

b) Crew dispute.

c) Certification.

d) Vessels general fitness.

When receiving appointment from time charters it is important for the agent to clarify

who will pay for what. Although under time charter party the disponent owner will have to

pay all the normal disbursements such as port dues, pilotage, towage etc, the actual owner

still have to pay such things as repairs and servicing of equipment, crew matters and all other

things which directly relate to the ship itself.

NOMINATED BY VOYAGE CHARTERER:

The appointment has to be made by the owner (or disponent owner) and the legally

binding contract is between these two. There may be some sort of agreement between the

agent and the nominating charterer but so far as each ship is concerned, the fiduciary duty is

owned by the agent to the owner.

OWNERS PROTECTIVE AGENT:


6/74


7/74

There are lots of competitors for shipping agency business/companies. Periodically

the shipping agencies are focusing on service quality. Unless the company pays themselves in

a good position for its service, it is difficult to survive in the market

This study is viewed in SICAL Logistics shipping agency business and how to

improve service quality in order to satisfy the customers.

.

1.3INDUSTRIAL PROFILE

Shipping and World Trade

Over 90% of world trade is carried by the international shipping industry. Without shipping

the import and export of goods on the scale necessary for the modern world would not be possible.

Seaborne trade continues to expand, bringing benefits for consumers across the world

through low and decreasing freight costs. Thanks to the growing efficiency of shipping as a

mode of transport and increased economic liberalisation, the prospects for the industrys

further growth continue to be strong.

There are around 50,000 merchant ships trading internationally, transporting every

kind of cargo. The world fleet is registered in over 150 nations, and manned by over a million

seafarers of virtually every nationality.

The different types of ship in the world merchant fleet

Container ships:


8/74

Which carry most of the world's manufactured goods and products, usually through

scheduled liner services.

Bulk carriers:

The work horses of the fleet, these transport raw materials such as iron ore and coal.

Identifiable by the hatches raised above deck level which cover the large cargo holds.

Tankers:

Transport crude oil, chemicals and petroleum products. Tankers can appear similar to bulk

carriers, but the deck is flush and covered by oil pipelines and vents.

Ferries and Cruise ships:

Ferries usually perform short journeys for a mix of passengers, cars and commercial vehicles.

Most of these ships are Ro-Ro (roll on - roll off) ferries, where vehicles can drive straight on

and off, making it a speedy and easily accessible way to travel. Demand for cruise ships

expanded rapidly during the 1980s, leading to a new generation of large and luxurious

'floating hotels'

Specialist ships

Such as anchor handling and supply vessels for the offshore oil industry, salvage tugs, ice

breakers and research vessels.

Top 20 largest shipping flags

(January 2005)

Figures in brackets are millions of gross tonnes of shipping registered in the countries listed.

Source: Lloyd's Register Fairplay.

1. Panama (131)

2. Liberia (54)

3. Bahamas (34)


9/74

4. Greece (32)

5. Hong Kong (China) (25)

6. Singapore (25)

7. Malta (23)

8. Marshall Islands (22)

9. Cyprus (21)

10. China, People's Republic (19)

11. Norway (19)

12. Japan (12)

13. United States (11)

14. Italy (11)

15. UK (mainland) (10)

16. Germany (8)

17. Denmark ((7)

18. Korea (South) (7)

19. India (7)

Top 15 beneficial ownership countries:

(January 2003)

Based on total deadweight tonnage controlled by parent companies located in these countries.

Figures in brackets represent percentage of world fleet. Source: UNCTAD.

1. Greece (19.5%)


10/74

2. Japan (13.6%)

3. Norway (7.6%)

4. China, People's Republic of (5.7%)

5. United States (5.5%)

6. Germany (5.3%)

7. Hong Kong, China (4.9%)

8. Korea, Republic of (3.3%)

9. Chinese Taipei (2.9%)

10. Singapore (2.5%)

11. United Kingdom (2.3%)

12. Denmark (2.1%)

13. Russia (2.1%)

14. Italy (1.6%)

15. Saudi Arabia (1.4%)

Number of ships (by total and trade)

As at January 1st 2005, the world trading fleet was made up of 46,222 ships, with a combined

tonnage of 597,709,000 gross tonnes.

Figures in brackets are numbers of ships, by sector.

Source: Lloyd's Register Fairplay January 2005.

General Cargo ships (18,150) Tankers (11,356)


11/74

Bulk Carriers (6,139) Passenger ships (5,679)

Container ships (3,165) Other (1,733)

TOTAL (46,222)

Value of volume of world trade by sea

It is difficult to quantify the value of volume of world seaborne trade in monetary terms, as

figures for trade estimates are traditionally in terms of tonnes or tonne-miles, and are

therefore not comparable with monetary-based statistics for the value of the world economy.

However, United Nations Conference on Trade and Development (UNCTAD)estimates that the operation of merchant ships contributes about US$380 billion in freight

rates within the global economy, equivalent to about 5% of total world trade.

Shipping trade estimates are usually calculated in tonne-miles - a measurement of

tonnes carried, multiplied by the distance travelled. In 2003, for example, the industry

shipped around 6.1 thousand million tonnes over a distance of about 4 million miles, giving

over 25 thousand billion tonne-miles of total trade.


12/74

Source: Fearnley's Review

Throughout the last century the shipping industry has seen a general trend of increases in

total trade volume. Increasing industrialization and the liberalization of national economies

have fuelled free trade and a growing demand for consumer products. Advances in

technology have also made shipping an increasingly efficient and swift method of

transportation. Over the last four decades total seaborne trade estimates have nearlyquadrupled, from less than 6 thousand billion tonne-miles in 1965 to 25 thousand billion

tonne-miles in 2003.

As with all industrial sectors, however, shipping is occasionally susceptible to

economic downturns - a notable fall in trade occurred during the worldwide economic

recession of the early 1980s. However although the growth in seaborne trade was tempered

by the Asian financial crisis of the late 1990s there has generally been healthy growth in

maritime trade since 1993.


13/74

The principal regulations governing maritime safety

The following are the major international shipping conventions, adopted by the International

Maritime Organization (and the International Labour Organization) concerning safety and

pollution prevention. However, many other maritime instruments concerning more specific

issues are also in force worldwide.

Dealing with the ship

SOLAS (International Convention for the Safety of Life at Sea, 1974) lays down a

comprehensive range of minimum standards for the safe construction of ships and the basic

safety equipment (e.g. fire protection, navigation, lifesaving and radio) to be carried on board.

SOLAS also requires regular ship surveys and the issue by flag states of certificates of

compliance.

MARPOL (International Convention for the Prevention of Pollution from Ships, 1973/1978)

contains requirements to prevent pollution that may be caused both accidentally and in the

course of routine operations. MARPOL concerns the prevention of pollution from oil, bulk

chemicals, dangerous goods, sewage, garbage and atmospheric pollution, and includes

provisions such as those which require certain oil tankers to have double hulls.

COLREG (Convention on the International Regulations for Preventing Collisions at Sea,

1972) lays down the basic "rules of the road", such as rights of way and actions to avoid

collisions.

LOADLINE (International Convention on Loadlines, 1966) sets the minimum permissible

free board, according to the season of the year and the ship's trading pattern.

ISPS (The International Ship and Port Facility Security Code, 2002) includes mandatory

requirements to ensure ships and port facilities are secure at all stages during a voyage.

Dealing with the Shipping Company


14/74

ISM (The International Safety Management Code, 1993) effectively requires shipping

companies to have a licence to operate. Companies and their ships must undergo regular

audits to ensure that a safety management system is in place, including adequate procedures

and lines of communication between ships and their managers ashore.

Dealing with the Seafarer

STCW (International Convention on Standards of Training, Certification and Watchkeeping

for Seafarers, 1978/1995) establishes uniform standards of competence for seafarers.

ILO 147 (The ILO Merchant Shipping (Minimum Standards) Convention, 1976) requires

national administrations to have effective legislation on labour issues such as hours of work,

medical fitness and seafarers' working conditions.

Energy efficiency

In those sectors where it competes directly with other means of transport, shipping remains

by far the most energy efficient form of transport. Research undertaken by the UK

government has demonstrated that energy consumption of road transport by truck lies in the

range 0.7 to 1.2 Megajoules/tonne-km.


15/74

By comparison, the consumption of a 3,000 dwt coastal tanker at 14 knots is about 0.3

Mj/tonne-km and a medium size container ship (1,226 TEU) at 18.5 knots about 0.12Mj/tonne km.


16/74

COMPANY PROFILE:

Evolution:

Founded in 1955, by Late Dr M.A. Chidambaram, pioneering entrepreneur who

introduced slew of engineering products in India

Public listing on BSE and NSE in 1981

Focus on logistics business and adopted strategy to hive off non-core businesses in

2005

Rechristened South India Corporation Agencies Ltd as Sical Logistics Ltd in 2006

Sical Logistics Limited is one of the leading providers of integrated multi-modal

logistics solutions in India.

The company, based in Chennai, offers the most comprehensive solutions for bulk,

container and offshore logistics.

It continues to lead the market with infrastructure initiatives like the Sical Iron Ore

Terminal at Ennore, Road and Rail Terminals at the Multimodal International Hub

Airport at Nagpur (MIHAN) and the Sical rail services.

The Sical Way:

Mission:

To deliver integrated multimodal logistics services by a highly motivated team using

best practices and technology ensuring a dominating customer experience.

Vision:

To be the most preferred integrated multimodal logistics services provider in bulk and

container logistics in India with global presence.

Goal:

To become a billion dollar company by 2012.

Values:


17/74

People Service Profit.

SicalLogistics Limited Service Dimensions

Sical Logisticshas capability tooffer a comprehensive, end-to-end logistics solution tocustomers,in-house

Freight Forwarding tocommence from 3rd Qtr of2009

Shipping

Port Stevedoring

Port Terminal

Handling

Custom House

Agency

ICD/CFS/Rail

terminals

Transportation

Road/Rail

Warehousing

First/Last

Mile

Freight

Forwarding

Services Provided:

Bulk Logistics: The bulk logistics operations of Sical are divided into port logistics

and inland logistics.

Port Logistics: Sical has rich experience in the port logistics services of

stevedoring, customs house agency and ship agency across all major Indian ports. The

company continues to be the largest bulk cargo handling service provider in the sub-


18/74

continent. Its exclusive walk-in bulk cargo berth at Chennai provides a competitive

edge to effectively service its valued customers

Inland Logistics: Sical is well placed to cater to the burgeoning demand

for Inland logistics, with a fleet of 3000 trucks and 105 warehouses with total space of

2 million square feet. It has been a pioneer in introducing GSM/GPS systems for

trucks carrying high value cargo for real-time tracking.

Container Logistics: Sical has pan India container train operations on strategic

corridors (Chennai, Bangalore and Nagpur) for EXIM and domestic cargo. It owns and

operates container terminals at Tuticorin and Chennai in JV with the Port Authority of

Singapore, a global leader in ports and terminals. Sical Distriparks Ltd, a subsidiary, owns

and operates a 55 acre container freight station near Chennai.

Offshore Logistics: Sical provides cutting edge offshore logistics services to the

energy and heavy engineering sectors. It provides Operations and Maintenance services to

ONGC for 17 Samudrika category vessels. This prestigious contract was won for the fifth

consecutive time by Sical.

The company acquired Bergen Offshore Logistics Limited in 2006 to provide

world class offshore logistics services through high quality equipments, vessels and

engineering expertise. In line with this strategy, it acquired Sical Torino, a new DP2 and FiFi

capable SPV, currently deployed in North Sea. Its ambitious plans include the expansion of

its fleet to 25 vessels in the next 3 years, thereby evolving into the foremost player in the

international offshore logistics arena.

Infrastructure Projects:

Sical continues to strengthen and grow with upcoming infrastructure contracts under a new

subsidiary- Sical Infrastructure Limited:

Sical Iron Ore Terminal Limited is slated to be the largest terminal in India with an

initial capacity of 12 million tons. It is will be managed as a Build-Operate-Transfer (BOT)

contract to be operational by 2009.

Nagpur Sical Gupta Rail Terminal Limited is the Sical led consortium with MADC

& Gupta Coal India Limited developing the MIHAN Rail Terminal on BOT basis. It will


19/74

install rail infrastructure to handle container flat rakes and will have an annual handling

capacity of 1, 50,000 TEUs. It will combine the twin strengths of Sicals technical prowess

and strategic expertise to provide innovative and dedicated customer solutions.

Nagpur Sical Gupta Road Terminal Limited is the SPV from Sical, MADC and

Gupta which will develop the MIHAN Road Terminal, on a 60 hectare plot on a 66 years

lease. The terminal will contain truck parking facilities, warehouses, cold storage and open

stacking areas. The project will be based on a freight exchange model with Sical offering

single window solutions across dimensions.

PSA Sical consortium will manage and operate the second container terminal at

Chennai, to be developed on BOT basis with a 30-year license period. Sical will construct the

new berth covering the East and South Quay. It will position the company as the leading

container logistics services provider in the country.

Sical Multimodal and Rail Terminal Limited (SMART) is poised to offer superior

and competitive container rail logistics services through a network of rail linked ICDs in

Hub and Spoke model with MIHAN Nagpur as hub and Chennai and Bangalore as spokes.

The total project cost is estimated to be Rs 411 crores. Sical Multimodal will be aligned to

offer innovative, competitive and reliable end-to-end solutions to customers across India. It

recently started 3rd rake movement between Melapakkam near Chennai & Patli (Gurgaon). It

plans terminals at Chennai, Bangalore, and Nagpur which are expected to be operational by

FY 2011.

PSA Sical Terminals Limited: Sical logistics Ltd in joint venture with Port of

Singapore Authority (PSA) has designed, constructed, equipped, developed, maintains and

operates Container terminal on Build-Operate-Transfer basis inTuticorin Port, Tamil Nadu,

and India from December 1999. The terminal has set very high standards in operational

efficiency and has achieved higher productivity levels.

Sical Logistics Limited (SLL)

One of the largest Integrated Logistics Solutions Provider

Handles about 26 million tonnes of bulk cargo , annually

Stevedoring in all major ports in India

CHA division provides Customs clearance


20/74

Shipping division at all major ports.

Trucking division covering all states in India.

Sical's delivery network includes:

Exclusive walk-in berth at Chennai Port bulk cargo

450,000 Sq.ft of storage space across over 100 warehouses

owned and contracted fleet of 3500 transport vehicles

Fully mechanized coal handling and conveyor facility to handle 12 million tons

per Annum at Ennore Port

Awarded the Best Logistics Service Provider in most ports like Tuticorin,

Chennai, Vizag in Logistics forum

Port Handling

Sical operates a Walk-in Berth on scheme for 20 years - Chennai Port

Handles over 26 Million tonnes annually

Chennai - 2.5 Million Tonnes

Tuticorin - 6.5 Million Tonnes

Vizag - 3.8 Million Tonnes

Ennore- 8.5 Million Tonnes

Murmagoa - 4.5 Million Tonnes

Have the experience of handling at Haldia for TNEB 5.5 Million Tonnes

Have the experience of handling at Paradip port - 1.0 Million Tonnes annually

(1997 2001)


21/74

Trucking

Pan-India operations setup

Owned maintenance Facility at Chennai, Tuticorin & Hospet and

arrangement in 20 Stations

GSM based GPS tracking system for real-time tracking of high value cargo

Cargo Handled - Project and containerized cargo, dry loose

Bulk, Liquid bulk, finished Bulk, ODC,

Customized vehicles (Special Purpose Vehicles)

Handle Honda Siel Cargo Custom Built Trucks

CHA

CHA operations carried out on Pan India basis with 10 branches spread

across India.

Customers handled - TANCEM, Wipro, Nava Karnataka Steels, BEML,

NMDC-Chennai, MMTC-Hyderabad, Jindal South West -Chennai &Bombay,

Henkel etc.

Shipping

Handled vessels in all major ports, representing 300-350 vessels per annum.

Customers handled- Setaf Saget SAS, France, Allied Maritime Inc, Greece,

Oldendorff Carriers, Germany

Warehousing

Spread over area of about 4.5 lac sqft with 1 lac mt storage capacity

100 plus warehouses across Tamil Nadu, Andhra Pradesh, Karnataka and

Kerala

Products handled are fertilizers, cement and steel

Value added services of bagging, strapping and shrink packing.

Sical Iron Ore Terminal

Sical in partnership with MMTC and L & T IDPL


22/74

Designed to be one of the largest Mechanized Iron Ore handling terminal in

Asia

Berth built suitably for handling Cape size vessel initially and Super cape

vessel at future Berth construction expected to be completed by December 2009

Commences operation by 2010

Handling capacity

- Initial 6 Million Tonnes per annum

- Final 12 Million Tonnes per annum

Stockyard Capacity 1.2 Million Tonnes in Phase I

2.4 Million Tonnes in phase II

2. STATEMENT OF OBJECTIVES

OBJECTIVE OF STUDY:

2.1 Primary objective:

The Primary objective of the study is to Determine the Shipping Agency &

Customer Satisfaction level of SOUTH INDIA CORPORATION

(AGENCIES) LIMITED.

2.2 Secondary objective:

The Secondary objective is to

To understand the concept of agency business in shipping division.

To identify out the activities associated with shipping agency.


23/74

To understand the operation structure associated with sical shipping.

To know the opinion about service quality of sical.

To know what are the expectation of customers of sical.

To find out the various aspects that influences the customer satisfaction level.

To know the reasons for the successful operation of SICAL Logistics.

3. REVIEW OF LITERATURE

MEANING OF PORT AGENCY:

It is important that the agent always acts to protect and promote both present and

future, the best interests of his principal, to expedite his instructions efficiently and to

take care of his needs and requirements competently to the best commercial benefits.

Legal agency relationship, when one person who is called the agent is considered by

law as authorised to represent another person called the principal, in such way as to beable to affect the principals legal position.


24/74

In other words, an agent is defined as a person or thing producing effect.

As a ships agent, instructions are received from principals and put into effect in line

with their requirements.

It is an agents role to advice the client of conditions and actions which may in

someway affect the port call of the vessel, and to advise the best method of handling a

ship call for the overall benefit of the client.

The first duty which an agent furnishes is to determine which services a particular

ship will need for a given cargo and to make the necessary requirement arrangement.

MEANING OF CUSTOMER SATISFACTION:

Whether the buyer satisfied after purchase depends on the offers performance in

relation to the buyers expectations. In general, satisfaction is a persons feelings of

pleasure/disappointment resulting from comparing a services/products perceived.

Performance (or outcome) in relation to his /her expectation.

If the performance falls short of expectations the customer is dissatisfied. If the

performance matches the expectation, the customer is satisfied. If the performance exceeds

expectations, the customer is highly satisfied or delighted.

The link between customer satisfaction and customer loyalty is not proportional.

Suppose the customer satisfaction is rated on a scale from 1 5. At very low level of

customer satisfaction (level 1), customer are likely to abandon the company and even bad

mouth it.

At level 2 4, customer fairly satisfied, but still find it easy to switch when a better

offers come along. At level 5, the customer is very likely to purchase and even spread good

word of mouth about the company.

High satisfaction or delight creates an emotional bond with Brand Company, not just

a rational preference.

CUSTOMER EXPECTATION:

How do buyers form their expectation?

From past buying, experience, friends and associates advice, marketers and

competitors information and promises.


25/74

If the marketers have expectations too high, the buyer likely to be disappointed,

however, if the company sets expectations too low, it wont attract enough buyers.

DELIVERING HIGH CUSTOMER VALUE:

The key generating high customer loyalty is to deliver high customer value.

According to MICHEL CANNING, in his delivering profitable value, a company

must design a competitively superior value proposition aimed at specific market segment,

backed by a superior value delivery system.

Basically, the proposition is a statistical about the resulting experience customer will

gain from their relationship with supplier.

The brand must represent promise about the total experience. Customer can expect the

value delivering system includes all the experience, the customer will have on the way to

obtaining and using the offering.

MEASURING SATISFACTION:

Although the customer centered firm seeks to create high customer satisfaction that is

not its main goal. If the company increases customer satisfaction by lowering its service, the

results may be lower profits.

The company may be able to increase its profitability by means other than increased

satisfaction. Spending more to increase customer satisfaction of other partners.

The company should vary in how the customer define good delivery, may be in early

delivery, on time delivery, order completeness and so on.

AGENCY OPERATION (SHIPPING) IN SICAL:

QUALITY PLAN AGENCY.

Enquiry handing

Reply to

principals

Obtain appointment

letter


26/74

Declare in port berth

meeting

Funds to handle

Readiness of vessel, filling

IGM, issuing D/O, declare at

port

Suitable berth

Boarding formalities

Customs boarding, immigrationBoarding , port health Boarding

Day to day report to

principals

MMD clearance, portentry/clearance, entry

confirmation at customs,ILH

Due

Vessel requirements,

performance of vessel, s/on

s/off crew

Medical assisment, appt.ofsub

contract of surveyors,

classification, statutory,

cargo/hatch surveyPreparation of SOF

Sailing formalities

Forwarding Documents to

principals

S/off, NOR, Survey report, etc,final D/A

Port/MMD clearance,

immigration clearance,

customs clearance


27/74

FLOW CHART FOR EXPORT.

Export

Issue of shipping order

Open gate

Collect copy of shipping

bill

File IGM application

Readiness of vessel

Loading operations

Attend/arrange the following

class surveys, vessels

requirements, sailing

documents

Attend arrival formalities

Hatch inspection / initial

survey

Berth allotment

Filling EGM with shippingbill

Final draft survey

Keep principle informed about

vessels movement

Issue mate receipt

Release of Bill of Lading

Dead freight (if any)


28/74

FLOW CHART FOR IMPORTS.

Import

Intimate receiver with ETA ofvessel

Copy of B/L stowage plan,

cargo, freight manifest

Collect original B/L or LOI

IGM filling

Principals appointment

Intimate arrival of vessel to

receiver

Issue delivery order

Initial draft survey

Documents readiness

Tender notice of

readiness

Attend arrival formalities

Berth allotment

Discharge operation

Final survey

Closing manifest

Re delivery process & class

survey

Custom claim


29/74

SHIPPING AGENCY BUSINESS IN GENERAL:

The shipping agency business starts with the following

a) Marketing,

b) Operations,

c) Collections,

d) Accounts,

e) Billing.


30/74

FLOW CHART FOR AGENCY BUSINESS.

Marketing

Owners

Owner

agency

(OA)

(

Charterers

Appointment

Letter

Operation

Team

Preparation of

PDA

Owner

protecting

agency (OPA)

Charter

protecting

agency (CPA)

Charterer

agency (CA)

Agre

ed

Port MMD

Immigr

ation

Vessel

onr/cht

r

Master/chief

officer

Steved

ores/C

&F

Shipper/recei

ver

Survey

or

Custo

ms1

3

2 4

5

6

7

8

9

Collections

Accounts

Billing


31/74

PORT:

a) In port berthing meeting, declare vessels ETA, along with vessels particulars to

secure suitable berth.

b) To update vessel position everyday (any change in ETA, ETC,etc)

c) As an agent, interact with the following officers of port.

Chairman

Traffic manager traffic dept.

Docks manager (operations) marine dept.

Asst. traffic manager (shipping control)

Deputy port conservator marine dept.

Harbour master (marine dept)

Financial advisor & chief accounts officer A/cs dept

Signal staff marine dept

Safety fire officer marine dept

d) At Marine Dept.(Harbour Masters office) to obtain entry inward and outward

certificates after necessary payment of port charges (port dues, pilotage, navigation and

berth hire charges as per port tariff).

e) At the signal station, vessel position monitored like vessel arrival, movements and

sailing.

f) At port control, vessels day to day performance monitored.

g) At fire office, dangerous/hazardous cargoes permissions obtained here.

1


32/74

CUSTOMS:

a) At import department: filling of Import General Manifest and obtain IM No/EM No.

with the shipper/consignee to further process B/E / shipping bills. Port clearance

obtained here for sailing of vessel.

b) At preventive department: sign on/sign off permissions, outer anchorage permission,

conversion from foreign to coastal and revert coastal to foreign.

c) At customs accounts/cash department: misc.receipt obtained here for customs overtime.

ILH dues and conversion duty paid adjusted here.

d) Customs preventive department at port: superintendent and preventive officer will

board the vessel to complete boarding formalities and to commence load/discharge

operations. S/on S/off officers/crew baggages are examined here.

MMD:

a) Only in case of Indian Flag vessel we have to enter inward and clear outward with this

department.

b) Have to submit Arrival Form, Articles of Agreement Of crew along with crew list copy

of all ship certificates submitted here.

c) As per Indian Owners request, arrange and organise survey.

IMMIGRATION:

a) Register the arrival of vessel. Immigration officer verify the passport and CDC of

officer and crew and issue shore passes. If any stowaways found on board on arrival or

at the time of sailing are informed here for them to do the needful, sailing clearance are

issued as against declaration of Master and surrendering of shore passes with sailing

crew list.

2

3

4

5


33/74

VESSEEL OWNER/CHARTER:

a) Receive enquiry, reply the same.

b) With furnish required details (port congestion, berthing, restrictions etc...) and D/A for

funds.

c) Forwarding sailing documents including B/L. in case of export.

MASTER/CHIEF OFFICER:

a) To perform boarding formalities, sailing formalities, vessel requirement, final approval

of SOF, etc.

b) Chief Officer will give Daily performance report include detention and stowage plan.

c) To collect feedback about services of our including sub contractors.

STEVEDORES:

a) Issue vessel arrival notices as per charter party contract.

b) Dispute of third party damages, if any to be sorted out by us.

c) Clearance of ship parts to be entrusted to them.

SHIPPERS/RECEIVERS:

a) Arrival notices to be issued as per charter party.

b) Cargo related charges to be collected on behalf of owners.

c) Participation of SOF.

SURVEYORS:

6

7

8

9


34/74

a) Appointed by agent on advice of owner.

b) Responsible for draft survey. Open/close.

c) Issue dry tank certificate for liquid cargo.

d) Issue protests as required.

e) Bunker survey.

4. RESEARCH METHODOLOGY

INTRODUCTION:

The study was conducted through descriptive survey; primary data was collected

through the survey and analyses to get clear understanding of the problem of study. The data

were collected from employees through structured undistinguished questionnaire.

The study of shipping agency & customer satisfaction level system required certain

research methods, research tools used in performing research are the methodology adopted

for the study is descriptive survey method.

The study plays a vital role by analyzing and suggesting one of the core and delicate

area which leads to a successful and well organized business. In the process of conducting

such an important study researcher has followed the following methodology to conduct the

necessary data to analyze the collected data and to draw useful inference.


35/74

Methodology is one of the main aspects of research; this explains how the researcher

conducted this project

4.1 RESEARCH DESIGN:

The research involving qualitative data is of a descriptive type, it includes surveys

through questionnaire the main purpose of descriptive research is the description of the state

of affairs as it exists at present in the organization.

4.2 AIM OF THE STUDY:

The aim of the study is shipping agency & customer satisfaction level.

4.3 SAMPLING SIZE

The sample size decided in Sical logistics ltd including both male and female, sample

size is 50.

4.4 SAMPLING METHOD

Census sampling has been adopted for this study. Census means is to collect information for

each person from a population.

4.5 QUESTIONNAIRE DESIGN

A study on shipping agency and customer satisfaction level of Sical logistics ltd

with reference to the customers with the help of structured questionnaire. The data was

collected through the questionnaire which consists of a total number of 19 questions.

The questions are of

a) Open ended Type

b) Closed ended Type

c) Rating Type

d) Ranking Type

MAILED QUESTIONNAIRE METHOD:


36/74

Mailed questionnaire method consists of a list of questions pertaining to the survey.

The questions are prepared and sent to various respondents by posts or messengers. The

questions have also space for respondents through a covering letter and sent back within a

specified time. The advantages of the method of collecting data can be easily adopted where

the field of investigation is very fast and it is also cheap provided the respondents respond in

time.

The other limitations are

a) Uncertainty about the response.

b) Cooperation of respondents may be difficult to presume.

c) Information supplied by the informants may not be correct.

d) It may be difficult to verify the accuracy

4.6 PRE-TESTING

The sample of 50 respondents was selected and the questionnaire was pre-tested,

based on the pre-testing results necessary changes and made in the questionnaire and a final

questionnaire was prepared.

4.7 PERIOD OF STUDY:

The study was carried for a period of FOUR months (January 2010 to April 2010).

4.8 METHOD OF DATA COLLECTION:

The data for the research was collected from two sources.

PRIMARY SOURCE:

The primary source of data is through questionnaire.

SECONDARY SOURCE:

The secondary source of information is based on the various details retrieved from

Articles, Websites, and Magazines.


37/74

The data for this study has been collected through primary source. Primary data was collected

with the help of questionnaire.

STATISTICAL TOOLS USED:

The statistical tools used for this study are as follows:

Percentage analysis

Chi-square test

Weighted average


38/74

A) Chi-square test: It is the most widely used non parametric testing statistical

tool. The quantity describes the magnitude of discrepancy between theory and

observation. It can be known whether the given discrepancy between theory and

observation can be attributed to change or whether it results from the inadequacy of

the theory to fit the observed facts.

The formula for computing chi-square is = (O E)

/E

The calculated value is compared with the table value. Degree of freedom at a

specified level of significance. It is accepted when the calculated value is less than the table

value.

CHI-SQUARE ANALYSIS:

Chi-square test is non-parametric test used most frequently by making research to test

hypothesis.

Chi-square test aims at determining whether significant difference exist among group

of datas or whether degree of freedom are involved, is greatly skewed.

USES OF CHI-SQUARE TEST:

The chi-square is one of the most popular statistical inferences produced today with the

help of chi square test we can find out whether two or more attributes are associated or not

In order to test whether or not the attributed are associated we taken the null hypothesis

that there is no associated in the attributes are independent.

2 = (0i ei) / ei

Where Oi = observed frequency from the cell

Ei = expected frequency from the cell

Degree of freedom = (r-1)(c-1)


39/74

Where

R = number of rows in table

C = number of columns in table

B.WEIGHTED AVERAGE METHOD:

There are cases where the relative importance of the different items is not the same.

When this is so, the researcher can use the weighted average method. The weight stands for

the relative importance of the different items.

THE FORMULA FOR COMPUTING WEIGHTED AVREAGE

METHOD IS

= W1 /

4.9 SCOPE OF THE STUDY

Stormy future for shipping:

Despite signs of stability in world trade, the global shipping industry seems to

be headed for the rocks as a result of an oversupply of new ships, low shipping

rates and feeble demand for goods around the world.


40/74

Lester Peteni, chairman of Marine Bulk Carriers, which ferries iron ore and

coal, estimates that about 15 percent-20 percent of shipping firms are likely to

go under next year. He says most "new buildings" new ship orders are

likely to come on stream next year at a time when world trade is still weak.

Peteni says the demand for goods is still low and it could pick up next year,

but this pick-up might not be at levels sufficient to rescue shipping firms.

Shipping companies based or operating on Middle Eastern routes achieved an

average growth of between 25 to 30 per cent in both the dry bulk and VLCC

(very large crude carriers) markets last year, said experts who foresee the same

trend continuing this year.

"There are clear indications of a brighter market for 2010; we do not foresee a

reversal of the 2009 fortunes. The entire shipping industry is witnessing an

unprecedented boom,"

The International Marine Organisation (IMO) has set a timetable of 2010 to

2015 for the phasing out of all single-hull tankers due to environmental

concerns.

While shipping operators in the Middle East are catching up with the IMO

ruling by making orders for only double-hulls, most of them will be left to

ponder on what will become of their existing single-hull fleet as the deadline

approaches.

According to the industry analysts, this year will see increased conversion

activity as shipping operators seek to convert their single-hulls into either

container liners or workboats, something that will put more pressure on

shipyards. "Conversion of single-hulls is thought to grow by 10 per cent this

year.

The reason for this is two-fold; there are market-induced conversions, which

include both on-going conversions to offshore, and the recently emerged

practice of conversions to bulk carriers.


41/74

Then there is the mandatory conversion, which is forced by regulations. "The

only market value opportunity here is scrapping," said Tom Clifton of

London's Capital Shipbrokers.


42/74

5. DATA ANALSIS & INTERPRETATION

TABLE NO -1

HOW YOU KNOW SICAL LOGISTICS LTD

ATTRIBUTES NO OF RESPONSE PERCENTAGE

News paper - -

Friends 13 26

Internet - -

Advertisement - -

Others 37 74

Total 50 100

INTERPRETATION:

From the above table it is analysed that 74% of the respondent know Sical through others

such as Charters nominated agent and Approached personally and 24% of respondent know

Sical through friends and none of them know Sical through newspaper or internet or

advertisement.


43/74

TABLE NO -2

SICAL IS BETTER THAN OTHER SERVICES

ATTRIBUTES NO OF RESPONDANT PERCENTAGE

Yes 46 92

No 4 8

Total 50 100

INTERPRETATION:

From the table it is analysed that 92% of the customers respondent is, Sical is better than

other service provider and 8% of customers respondent is, Sical is better not other service

provider.


44/74

TABLE NO-3

VARIOUS COMMODITIES DEAL WITH SICAL

ATTRIBUTES NO OFREPONDANTS

PERCENTAGE

Coal 40 80Iron ore 4 8Dolomite 4 8Liquid Cargo 1 2All the above 1 2

Total 50 100

INTERPRETATION:

From the above table it is analysed that 80% of the coal buying customers frequently deals

with Sical and 8% of the iron ore and dolomite buying customers deals with Sical and 2% of

the Liquid Cargo buying customers deal with Sical.


45/74

TABLE NO -4

APART FROM SICAL DO YOU HAVE ANOTHER SHIPPING

AGENCY


PERCENTAGE

Yes 47 97

No 3 6

Total 50 100

INTERPRETATION:

From the above table it is analysed that 94% of the customers contact not only Sical for their

business they have another shipping agency also for their business and 6% of the customers

contact only Sical for their business.


46/74

TABLE NO-5

VESSEL LINE UP AND BERTHING PROSPECTS ON DAILY BASIS


PERCENTAGE

Excellent 13 26Good 24 48Average 13 26Normal 0 0Poor 0 0

Total 50 100

INTERPRETATION:

From the above table it is analysed that 48% of the customers says Good for vessel line up

and berthing prospects and 26% of the customers says Excellent for vessel line up and

berthing prospects and 26% of the customers says Average for vessel line up and berthing

prospects none of the customers says vessel line up and berthing prospects is normal or poor.


47/74

TABLE NO 6

SUBMISSION/FOLLOW UP OF DOCUMENTS


PERCENTAGE


Total 50 100

INTERPRETATION:

From the above table it is analysed that 48% of the customers says Good for

Submission/follow up of documents and 26% of the customers says Excellent for

Submission/follow up of documents and 26% of the customers says Average for

Submission/follow up of documents and none of the customers says normal or poor for the

Submission/follow up of documents.


48/74

TABLE NO- 7

TIMELY ISSUANCE OF DELIEVERY ORDER


PERCENTAGE

Exceeded expectation 19 38

Completely satisfied 25 50

Partially satisfied 4 8

Dissatisfied 1 2Totally dissatisfied 1 2

Total 50 100

INTERPRETATION:

From the above table it is analysed that 50% of the customers are completely satisfied on

Timely issuance of delivery order and 38% of the customers are exceeded expectation on the

Timely issuance of delivery order and 8% of the customers are partially satisfied on theTimely issuance of delivery order and 2% of the customers are dissatisfied on the Timely


49/74

issuance of delivery order and 2% of the customers are totally dissatisfied on the Timely

issuance of delivery order

TABLE NO- 8

SICAL GIVING PREFERENCE TO YOUR COMPANY OVER OTHERS


PERCENTAGE




Dissatisfied 1 2

Totally dissatisfied 1 2

Total 50 100

INTERPRETATION:


giving preference to their company over others and 38% of the customers are exceeded

expectation on giving preference to their company over others and 8% of the customers are

partially satisfied on giving preference to their company over others and 2% of the customers


50/74

are dissatisfied on giving preference to their company over others and 2% of the customers

are totally dissatisfied on giving preference to their company over others

TABLE NO- 9

DAILY DISCHARGE REPORT


PERCENTAGE




Dissatisfied 0 0


Total 50 100

INTERPRETATION:


receiving daily discharge report and 40% of the customers are exceeded expectation on

receiving daily discharge report and 4% of the customers are partially satisfied on receiving

daily discharge report and none of the customers are dissatisfied on receiving the daily

discharge report


51/74

TABLE NO -10

STRUCTURE AND PREPARATION OF STATEMENT OF FACT


PERCENTAGE




Dissatisfied 1 2


Total 50 100

INTERPRETATION:


preparation of statement of fact and 26% of the customers are exceeded expectation on

preparation of statement of fact and 26% of the customers are partially satisfied on

preparation of statement of fact and 2% of the customers are dissatisfied on preparation of

statement of fact.

TABLE NO-11


52/74

TIMELY SUBMISSION OF SAILING DOCUMENTS


PERCENTAGE


Total 50 100

INTERPRETATION:

From the above table it is analysed that 54% of the customers says Good for Timely

Submission of sailing documents and 26% of the customers says Excellent for Timely

Submission of sailing documents and 26% of the customers says Average for Timely

Submission of sailing documents and none of the customers says poor or normal for Timely

Submission of sailing documents.


53/74

TABLE NO-12

QUALITY AND SERVICE PROVIDED BY SICAL


PERCENTAGE

Yes 42 84

No 8 16

Total 50 100

INTERPRETATION:

From the above table it is analysed that 84% of customers are satisfied with service and

quality of Sical and 16% customers are not satisfied with service and quality of Sical.

TABLE NO-13


54/74

SICAL OVERALL COMMUNICATION


PERCENTAGE


Total 50 100

INTERPRETATION:

From the above table it is analysed that 44% of the customers says Good for Sical overall

communication and 26% of the customers says Excellent for Sical overall communication

and 26% of the customers says Average for Sical overall communication and 2% of the

customers says poor or normal for Sical overall communication.

TABLE NO-14


55/74

SICAL TO DISSEMINATE THEIR INFORMATION CIRCULAR


PERCENTAGE

Email 42 84Fax 0 0Courier 0 0Websites 8 16Others 0 0

Total 50 100

INTERPRETATION:

From the above table it is analysed that 84% of the customers need Sical to disseminate their

information through Email and 16% of the customers need Sical to disseminate their

information through Websites and none of the customers want Sical to disseminate their

information through Fax or Courier.


56/74

TABLE NO-15

BASED ON OVERALL SATISFACTION WOULD YOU RECOMMEND

SICAL TO ANOTHER ORGANISATION


PERCENTAGE

Yes 43 86

No 7 14

Total 50 100

INTERPRETATION:

From the above table it is analysed that 86% of customers will recommend Sical to another

organisation and 14% customers are wont recommend Sical to another organisation.


57/74

TABLE NO-16

NUMBER OF VESSELS BRINGING AT INDIAN PORT PER ANNUM


PERCENTAGE

Up to 20 vessels p.a 29 5820-30 vessels p.a 4 830-40 vessels p.a 9 1840-50 vessels p.a 3 6Above 50 vesselsp.a

5 10

Total 50 100

INTERPRETATION:

From the above table it is analysed that 58% of the customers bring up to 20 vessels per

annum and 18% of the customers bring 30-40 vessels per annum and 10 % of the customers

bring above 50 vessels per annum and 8% of the customers bring 20-30 vessels per annum

and 6% of the customers bring 40-50 vessels per annum.


58/74

CHI-SQUARE TEST 1

Sical is better than other service provider with number of vessels bringing at Indian

ports

Null hypothesis:

Ho: There is no significance relationship between Sical service and number of vessels

bringing at Indian ports.

Alternative hypothesis:

H1: There is significance relationship between Sical service and number of vessels

bringing at Indian ports.

Observed frequency:

Up to20

20-30

30-40 40-50 Above50

Total

Yes 28 3 8 3 4 46No 1 1 1 0 1 4

Total 29 4 9 3 5 50

Expected value:

27 4 8 3 5 472 0 1 0 0 3

29 4 9 3 5 50


59/74

Arranging the observed frequency and expected frequency in the following

table:

O E (O-E) (O-E)2(O-E)2

E

28

1

3

1

8

1

3

0

4

1

27

2

4

0

8

1

3

0

5

0

1

1

1

1

0

0

0

0

-1

1

1

1

1

1

0

0

0

0

1

1

0.03

0.50

0.25

-

0

0

0

0

0.2

-

TOTAL = 0.48


60/74

Calculated value:

(O-E) 2

2 = = = 3.03

E

Degree of freedom = (r-1) (c-1)

= (5-1)(2-1)

=4*1

= 4

Significance level = 5%

= 0.05

Table value= 9.49

The table value for 3 d.f.at 5% level of significance is 9.49

Inference:

The calculated value of 2 is lesser than table value. Therefore, the null hypothesis is

accepted. Hence, we conclude There is no significance relationship between Sical service

and number of vessels bringing at Indian ports.


61/74

CHI-SQUARE TEST 2

Satisfaction level of quality and service of Sical with recommending Sical to another

organisation.

Null hypothesis:

Ho: There is no significance relationship between quality and service of Sical with

recommending Sical to another organisation.

Alternative hypothesis:

H1: There is significance relationship between quality and service of Sical with

recommending Sical to another organisation.

Observed frequency:

Yes No Total

Yes 39 3 42

No 4 4 8

Total 43 7 50

Expected value:

36 6 42

7 1 8

43 7 50


62/74

Arranging the observed frequency and expected frequency in the following

table:

O E (O-E) (O-E)2(O-E)2

E

39

4

3

4

36

7

6

1

3

-3

3

3

9

9

9

9

0.25

1.28

1.5

9.0

TOTAL = 12.03

Calculated value:

(O-E) 2

2 = = = 3.03

E

Degree of freedom = (r-1) (c-1)

= (2-1) (2-1)

=1*1

= 1

Significance level = 5%

= 0.05

Table value = 3.84


63/74

The table value for 3 d.f.at 5% level of significance is 3.84

Inference:

The calculated value of 2 is greater than table value. Therefore, the alternative hypothesis isaccepted. Hence, we conclude There is a significance relationship between quality and

service of Sical with recommending Sical to another organisation.


64/74

WEIGHTED AVERAGE METHOD

1. Vessel line up and berthing prospects

W X WX

5 13 65

4 24 96

3 13 39

2 0 0

1 0 0

Total = 200

Weighted average method Xw= WX/ X

Xw = 200/50

Xw = 4

2. Submission/Follow up of documents.

Weight (W)

Excellent 5

Good 4

Average 3

Normal 2

Poor 1


65/74

W X WX

5 13 65

4 24 96

3 13 39

2 0 0

1 0 0

Total = 200


Xw = 200/50

Xw = 4

3. Timely issuance of delivery order.

Weight (W)

Excellent 5

Good 4

Average 3

Normal 2

Poor 1


66/74

W X WX

5 19 95

4 25 100

3 4 12

2 1 2

1 1 1

Total = 210


Xw = 210/50

Xw = 4.2

4. Sical giving preference to your company under BRS

Weight (W)

Excellent 5

Good 4

Average 3

Normal 2

Poor 1


67/74

W X WX

5 13 65

4 22 88

3 13 39

2 1 2

1 1 1

Total = 195


Xw = 195/50

Xw = 3.9

5. Daily discharge report

Weight (W)

Exceeded expectation 5

Completely satisfied 4

Partially satisfied 3

Dissatisfied 2

Totally dissatisfied 1


68/74

W X WX

5 20 100

4 28 112

3 2 6

2 0 0

1 0 0

Total = 218


Xw = 218/50

Xw = 4.36

6. Structure and preparation of SOF.

Weight (W)




Dissatisfied 2



69/74

W X WX

5 13 65

4 22 88

3 13 39

2 1 2

1 1 1

Total = 195


Xw = 195/50

Xw = 3.9

7. Timely issuance of delivery order.

Weight (W)




Dissatisfied 2



70/74

W X WX

5 19 95

4 27 108

3 4 12

2 0 0

1 0 0

Total = 215


Xw = 215/50

Xw = 4.3

8. Sicals overall communication.

Weight (W)

Excellent 5

Good 4

Average 3

Normal 2

Poor 1


71/74

W X WX

5 13 65

4 22 88

3 13 39

2 1 2

1 1 1

Total = 195


Xw = 195/50

Xw = 3.9

RANKING:

SUGGESTION PERCENTAGE RANK

Weight (W)

Excellent 5

Good 4

Average 3

Normal 2

Poor 1


72/74

Delivering of documents ontime

2.2 I

Improvement of operationteam

2.36 II

Handling cargos 1.44 III

6. FINDINGS OF THE STUDY

74% of the customers know Sical through charters nominated agent and some are

approached personally.

92% of the customers say Sical is better than other service provider.


73/74

80% of the Coal buying customers deal with Sical.

94% of the customers have another shipping agency apart from Sical.

48% of the customers say good for vessel line up and berthing prospects.

48% of th customers say good for submission/follow up of documents.

50% of the customers are completely satisfied on issuance of delivery order.

44% of the customers say Sical is giving preference to their company over others

when they request for BRS (Berth Reservation System).

56% of the customers are completely satisfied on daily discharge report.

44% of the customers are completed satisfied on structure and preparation of

Statement of fact.

54% of the customers feel good for timely submission of documents.

84% of the customers are satisfied with quality and service provided by Sical.

44% of the customers feel good on Sicals overall communication.

84% of the customers expect Sical to disseminate their information circular through

Email.

86% of the customers will recommend Sical to another organisation based on overall

satisfaction.

58% of the customers bring up to 20 vessels per annum at Indian ports.

`


74/74

9. BIBILOGRAPHY

BOOKS:

C.R. KOTHARI, RESEARCH METHODOLOGY, 2002, 2ND EDITION.

PRACTICAL RESEARCH METHODS BY Dr.CATHERINE DAWSON.

RESEARCH METHODLOGY BY SANTHAKUMARAN & SARGUMAMARY.

WEBILIOGRAPHY:

www.citehr.com

www.chenglobal.com

www.managementparadise.com

www.quickmba.com

www.wikipedia.com

www.googlesearch.com

www.sical.com
http://www.citehr.com/http://www.chenglobal.com/http://www.managementparadise.com/http://www.quickmba.com/http://www.wikipedia.com/http://www.googlesearch.com/http://www.sical.com/http://www.citehr.com/http://www.chenglobal.com/http://www.managementparadise.com/http://www.quickmba.com/http://www.wikipedia.com/http://www.googlesearch.com/http://www.sical.com/

Date post:	02-Apr-2018
Category:	Documents
Upload:	shashank-lista-de
View:	248 times
Download:	0 times