SUMMER TRAINING PROJECT REPORT

ON
“THE ROLE OF CUSTOMER REFRENCES IN DTDC EXPRESS LTD”

SUBMITTED IN PARTIAL FULFILLMENT FOR THE AWARD OF THE DEGREE

OF
BACHELOR 0F BUSINESS ADMISTRATION
2022-2025

SUBMITTED BY-

DEEPAK YADAV

220604013

UNDER THE GUIDENCE 0F

INTERNAL SUPERVISOR EXTERNAL SUPERVISOR

MS. NAMRATA YADAV MR. SAKET KUMAR SINGH
( Assistant professor ) ( MANAGER )

SUBMITTED TO

SGT UNIVERSITY

FACULTY OF COMMERCE & MANAGEMENT

 CERTIFICATE
This is to certify that the project THE ROLE OF CUSTOMER REFRENCES IN DTDC EXPRESS
LTD” is honorable work of Mr. Deepak Yadav , Reg No. 220604013 carried out in partial
fulfillment for the award of degree of Bachelor of Business Administration of SGT University
under my guidance. This Project workis original and not submitted earlier for the award of
any degree or associate ship of any university.

DATE: Ms. Namrata Yadav

PLACE: Gurgaon, Haryana (Assistance Professor)

I
 STUDENT DECLERATION

I, Mr. Deepak Yadav here by declare that the Project Work titled THE ROLE OF CUSTOMER
REFRENCES IN DTDC EXPRESS LTD” is an original and authentic work done by me. This project is

being submitted to the SHREE GURU GOBIND TRICENTARY UNIVERSITY in partial fulfillment of
requirement for the award of Bachelor of Business Administration is my original work and done by me in
thesupervision Ms. Namrata Yadav

Deepak Yadav
Registration No 220604013

Student Signature

I
 ACKNOWLEDGMENT

I will always be grateful to the many people who have given me excellent counsel and assistance

I would like to thank my External Supervisor Mr. Saket Kumar Singh and Internal Supervisor
Ms. Namrata Yadav and SHREE GURU GOVIND SINGH TRICENTARY
UNIVERSITY For his invaluable guidance and continuous encouragement throughout my
summer internship project work which helped me to learn about the company and its working
culture.

I would like to take this opportunity to sincerely thank to Prof Dr. Tanushri Purohit , Professor
& Dean Faculty of Commerce & Management, SGT University for the valuable support and
encouragement.

I extend my sincere thanks to the authorities’ higher officials & Management of SGT University.

I extend My Thanks to the Liberian and other supporting staff of faculty of commerce &
Management for providing me facilities and consultation in collection of relevant material. This
work would have been incomplete without the moral support and constant inspiration of my
respect and beloved family members.

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 TABLE OF CONTENTS
Chapter Page
No. CONTENTS No.

Certificate
v
Declaration
1 iii
Acknowledgement
iv
Table of contents
vi

2 EXECUTIVE SUMMARY 01

INTRODUCTION
Industry Profile
Company Profile
3 Promoters, Vision, Mission, Quality Policy. Products / 02- 14
services, Infrastructure facilities, Competitors’ information,
SWOT Analysis

RESEARCH
Need for the Study
3 Objectives of the Study 15 – 26
Scope of the Study

SUMMARY OF FINDINGS, SUGGESTIONS AND

CONCLUSION
4 26-35
Findings of the Study
Suggestions Conclusion

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 EXCUTIVE SUMMARY

The undertaking takes a great will on behalf of me on the same time it has given
myself the space on the road to bring my analytical capacity into practice. Therefore,
the task became undertaken using the solitary objective of "looking at the interest of
customers in choosing DTDC Logistics, and taking a look at logistics in general.
Under this undertaking, the approach followed has modified into a dialogue of
knowledge and close statement by internal review and records are collected from
different properties of number one and secondary. I subsequently pass on finishing
the procedure of substantial out the feedback form as of 100 clients that took into
account the use of DTDC logistics for each company and client to accomplish this
task. Additionally secondary information has been taken from different sources such
as magazines, a newspaper, and so on.

This Project is a mandatory requirement to fulfill the requirements of the Bachelor of

Business Administration course initiated by the SGT University. This Project is to help
the students understand the customer preference towards selecting the logistics by the
way of carrying on an in-depth study of the research

This chapter begins with a brief history and introduction to the definition of customer
preference and satisfaction in India's logistics sector along with the problem
statement, the study's priorities, priorities, scope , significance and limitations. The
introductory chapter ends with descriptions of the thesis chapter scheme.

The aim of this project to make research on how the customer makes decision in
choosing DTDC Express Ltd various suggestions to the organization based on the
research made and with the aim to provide suggestions to company.

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 INTRODUCTION

LOGISTICS INDUSTRY

In general, logistics is the whole company, and a compound project is introduced.

Logistics is management of the flow of factors among them in a typical enterprise
senesce. The source factor and the consumption factor defined to satisfy the needs
of consumers or groups. In addition to overview gadgets like moment and data, the
sources control in logistics may include bodily gadgets such as food, fabric, animal,
equipment, and liquids. Physical computer logistics frequently requires data flow
coordination, management of components, processing , packaging, transportation,
shipping and transportation, and also safety.
The word logistics derives from French logistics from the late 19th century, and was
used by Baron de Jomini. It describes logistics since the military technical know-
how department contributes to the procurement, acquisition and shipment of
materials, workers and centers. And the new oxford American vocabulary describes
logistics as 'the full organization of a complicated project with respect to quite a few
individuals, quarters or components. Ident with the logistics specialist supply chain
management group. is a system to prepare for the successful and productive carriage
and garage area of goods and to enforce and manage the process from the outset of
deals and relevant information. Origin to point of usage for the purposes of
compliance with consumer standards which includes sport in, out, intern which intra.

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FIELDS AND LOGISTICS ACTIVITIES:-

The incoming logistics system is one of the logistics policy numbers one for the
purchase and distribution of incoming products , parts or incomplete inventory
shipment from suppliers to container, warehouse or retail production or assembly
arrangements.
THE MAIN FIELDS OF LOGISTICS ARE:-

Procurement logistics:-
The whole process was used to select vendors and discuss products or services
distribution agreements. It involves tasks such as market research, preparing needs,
purchasing or making choices, dealer management, ordering and order management.

Distribution logistics: -
They're involved with the delivery of finished products to the patron. It consists of
order processing, warehouse and transportation. the principle sub-sectors consist of
air, rail, water, and truck transportation. Logistics have interaction within the
integration of these sub sectors counting statistics, stock, warehousing, cloth-dealing
with and packaging.

Disposal logistics:-
It is also known as the opposite logistics that it serves for all reuse-related operations
of goods and substances. The primary reason for this area is to lower the logistics
price, improve service and maintain herbal sources.

Production logistics:-
The process of this logistics is to streamline and control the flow through the supply
chain. Proud cation logistics activities are linked to organizational concepts, layout
planning, planning and cont. roll of production.

Construction logistics:-
This logistics process is to streamline and control the supply chain flow. Production
logistics acti cities are linked to the concepts of organization, layout planning,
production planning.
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Digital logistics:-

Is driven by a new generation of web-based, enterprise applications that enable collaboration and
optimization leveraging a central logistics information back bone that provides visibility across
the venture and extend supply chain.

SUPPLY CHAIN OF DTDC EXPRESS

Customers

Collecting branches

Collecting hubs

Transport (surface/ air)

Distribution system

Consignment

Archives and goods can either be transported by demand vehicles or by licensed vehicles in the
Region. The vast majority of quick transit administrations use leased vehicles for surface

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shipments and private aircraft for air-express shipments.
An Express Association must ensure that the exactness of its task preparations is carried out for
quick shipments and that it conducts daily preparation.

Company profile

DTDC entered in 1990 clearly capped. Sub Hashish is the leader and owner of DTDC express ltd.

DTDC is one of the most important aspects of the market sector within 28 years and is the field of

which DTDC is active of work area messaging.

The world's largest express transport companies serving national as well as local administrations.

DTDC is also extending its business mission to include the nation's duration and expansiveness.

Today DTDC is one of the rumored dispatch organizationsin India as well as abroad and more than

270crores are valued by the organization.

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For domiciliary and global shipping and packing in India, DTDC Express Ltd provides benefits. The

Company offers air freight, surface mail, express traffic, excess and intra- city transportation services

through its franchisee.

In the areas of media transition, data innovation, finance, defense, personnel, automobiles, US

innovation, the Joined Kingdom, the UAE, Bangladesh , India, Silence, Nepal and Bhutan, the

Company provides and offers its services. The company has beenintegrated with Bangalore as its

headquarters.

PROMOTERS OF THE COMPANY

Mr. Subhashish Chakraborty

Mr. Suresh Bansal

Mr. Abhishek Chakra borty

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 VISION AND MISSION STATEMENT
VISION STATEMENT

DTDC is attempting to complete India's most preferred end-to - end Logistics, Expressand
Retail Services combine with maximum global scope.

MISSION STATEMENT

As the largest Express and Cargo Distribution Company in India by 2017-18 DTDC istrying to
expand.
To carry out this goal, the organization has taken on the main components thataccompany it.

• Added value administrations to meet consumer demands

• Constant asset enhancement to minimize deductible expenses

• Shift in revenue at each Estimate Chain progression

• Reliable sales control

• Supporting Premium Express Goods for increased customer satisfaction

andgreater benefits.

QUALITY POLICY
Quality policy is a framework established in the workforce operations by the top management
regarding quality. It's a sustainable long term growth strategy. It illustratesthe overall quality-related
intension and strategy of the business.
DTDC expressly limited, undertaken to-

• Consumer and business satisfaction with high-quality service

• Continues to enhance the quality, operation and quality control framework of goods

• To address the compliant customer at the same time without delay.

• Create a welcoming atmosphere for inspired and dedicated workers.

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 • Maintain a positive public relationship.

Competitors’ Analysis:

According to DTDC, an Indian firm in the courier sector in which Repost, Europe'ssecond-
largest player in the courier express industry, has a stake, several global firmschecked the Indian
market by linking up with logistics firms that established fulfilmentcenters before they foray into
the Indian market. Players such as Amazon are massiveand produce ample volumes to provide
their own facilities. Yet, they typically restrictthemselves to holding units (materials) of quick,
wide volume, heavy turnaround stock, which is often commoditized. There are also other
competitors in terms of logistics industry. They are Blued art, FedEx, DHL, Chess moving,
Ekart, Ship rocketand Xpress bees which are equally doing well. But beyond all odds, DTDC is
striving to make its best appearance among the competitors.

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 SWOT ANALYSIS OF DTDC EXPRESS LTD

STRENGTHS

1. Huge transportation value in 3700 Indian areas and 240 Global regions.
2. Franchise Company leaders

3. Nice Consumer and Client Bolster communications.

4. Via web foundation, following the shipments.

5. It transports approx. Twenty million Plots a month.

WEAKNESSES

1. New business organizations and retail locations focused on the web that will sell
airtickets and revives on the internet.

2. Organization feels it's impossible to set up retail locations and manage co

ordinationsall the while.
3. Lack of alertness among Indian shippers.

OPPORTUNITIES

1. Rarely some group members who work on both residential and

universaladministration.

2. It is a duty-free organization, which will help it grow rapidly.

3. Securing stake in various organizations can be used to penetrate all of finished

Asiaand blend the meaning.

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THREATS

1. Fees over the fringe can impede the production designs of DTDC.

2. Client grumbles from administration will represent terrible image.

3. Competitor companies paid at low rates.

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 CSR INTAITIVES OF DTDC

Since its birthplace its CSR is outstanding as its operation structure, DTDC has been faithfully
linked with corporate social obligations. DTDC claims that the only way to manage the overall
population 's assistance is to make their consumers subordinate andDTDC has helped more than
5,000 families over the past 23 years. Besides supporting the general public through its
development initiatives, DTDC is busy with various money-related operations, this consolidates
such as campaigns for flood aid, work age, planning and services for adolescent advancement.
DTDC represents the general public better at the period and it also provides an alternative
treatment plot for the normal social orders.

The Subhashish Chakraborty Foundation was launched on October 15, 2011, with over 12,000
people in the foundation starting now. The state focuses on tendering and takingcare , for example,
of the financial issues that the general public is looking at –

• Sanitation services in town

• Right to Education
• Develop the colleges and schools
• Implementing awareness campaigns
• Regressive College Scholarship
• Emergency Facilities
• Go on the green
• Assistance and rehabilitation care to the vulnerable,
.

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PROCESS

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• Reporting time: 9 AM to 10 AM

• Order collecting from 10 AM to 7 PM

• Packing and unloading at Head office from 7 PM to 8PM

• Packing and shipping (another city) from 8:30PM to 9:30PM

• Request settlement in case of loss

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 OBJECTIVES OF THE STUDY

The objective of a study on customer references in DTDC would likely focus on understanding how customer
feedback, preferences, and referrals can influence business growth and service improvement. Some potential
objectives include:

1. Customer Satisfaction and Loyalty: To assess how satisfied customers are with DTDC’s services and how
likely they are to recommend the company to others. This can help in understanding customer loyalty and areas
of improvement.

2. Impact of Customer Referrals on Business Growth: To analyze the role of customer referrals in acquiring new
clients and how word-of-mouth marketing impacts DTDC’s market presence.

3. Service Improvement through Feedback: To gather and analyze customer feedback on various aspects of the
service (timeliness, reliability, customer service, etc.) and identify areas where improvements are needed.

4. Understanding Customer Preferences: To study customer preferences in terms of service features, pricing,
delivery speed, and other key factors that influence their decision to choose DTDC over competitors.

5. Customer Segmentation and Targeting: To identify patterns in customer references, helping DTDC target
different customer segments more effectively based on their unique needs and behaviors.

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 SCOPE OF THE STUDY

The scope of a study on customer references in DTDC would define the boundaries and areas of
focus for the research. The scope outlines what aspects will be investigated, the methodologies
used, and the potential impact of the study on DTDC’s business strategy. Here’s what the scope
might include:

1. Customer Segments

• B2B and B2C: Include both business clients and individual consumers to understand how
customer references differ between these segments.

• Geographical Reach: Cover urban, suburban, and rural areas to see how customer feedback
varies across different regions.

2. Types of Customer References

• Positive and Negative Feedback: Analyze both satisfied and dissatisfied customers to
understand the strengths and weaknesses of DTDC’s services.

• Channels of Feedback: Investigate how customer references are provided (e.g., online
reviews, surveys, social media, word-of-mouth).

3. Customer Satisfaction Drivers

• Service Timeliness: Evaluate how on-time deliveries affect customer satisfaction and their
likelihood to recommend DTDC.

• Customer Support: Assess the quality of customer service interactions and their influence
on customer references.

• Pricing: Investigate how DTDC’s pricing structure impacts customer feedback and
referrals.

4. Referral Mechanisms

• Referral Programs: Examine the effectiveness of any existing referral programs and their
contribution to customer acquisition.

• Influence of Trust and Reliability: Study how trust in the DTDC brand, reliability of
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 services, and consistency in delivery affect word-of-mouth recommendations.

5. Data Collection and Analysis

• Surveys and Questionnaires: Use surveys and questionnaires to gather structured data from
customers regarding their experiences.

• Online Review Platforms: Analyze online customer reviews from platforms like Google,
social media, or DTDC's website.

• Interviews: Conduct in-depth interviews with frequent customers to gain deeper insights
into their referral behavior.

6. Comparative Analysis

• Competitor Analysis: Compare customer references for DTDC with those of competitors
to understand where DTDC stands in the market.

• Benchmarking: Set benchmarks based on industry standards to measure DTDC’s

performance in terms of customer references.

7. Time Frame

The study may focus on a specific time period, such as the last 6-12 months, to capture recent
customer sentiments and references.

8. Expected Outcomes

• Actionable Insights: The study aims to provide actionable insights for improving customer
satisfaction, service delivery, and referral rates.

• Strategies for Growth: Formulate strategies to enhance customer loyalty and increase
customer acquisition through referrals.
.

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 Work Description Customer References at DTDC

The description of work carried out during an internship focused on customer references at
DTDC would involve various tasks and responsibilities aimed at understanding and enhancing
customer feedback mechanisms. Below is a detailed outline of the possible work carried out:

1. Data Collection and Analysis

• Survey Design and Distribution: Assisted in creating and distributing customer surveys to
gather feedback on DTDC’s services. Surveys could be conducted via email, phone, or
online platforms.

• Customer Feedback Compilation: Collected data from various sources, such as customer
service records, online reviews, and social media mentions, to analyze patterns in
customer satisfaction and references.

• Quantitative Analysis: Utilized statistical tools (e.g., Excel, Google Sheets, or specific
analytics software) to analyze data on customer references, trends in feedback, and
referral patterns.

2. Referral Program Assessment

• Program Evaluation: Participated in reviewing DTDC’s existing referral programs to

assess their effectiveness in attracting new customers through word-of-mouth.

• Competitor Benchmarking: Conducted research on referral programs used by competitors

in the logistics industry, comparing their strategies with DTDC’s approach.
• Recommendations for Improvement: Collaborated with the team to provide suggestions
on improving DTDC’s
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 ROLE OF CUSTOMER FEEDBACK IN DTDC SERVICE QUALITY

The study revealed that customer references play a pivotal role in building trust and credibility
for DTDC, acting as a low-cost, word-of-mouth marketing tool. Positive testimonials
significantly influence potential customers, especially in a highly competitive logistics market.
High service quality, particularly in timely deliveries and responsive customer support, was found
to be a key driver behind favorable customer references. Conversely, negative feedback can have
a strong impact, necessitating quick issue resolution to maintain trust.

Additionally, customer feedback provides valuable insights for service improvement, helping
DTDC address operational inefficiencies and enhance the customer experience. Positive
references were also shown to boost corporate and B2B opportunities, further reinforcing the
importance of customer satisfaction in DTDC’s growth strategy.

• The Role of Customer Feedback in Service Improvement:

Customer references and feedback provide valuable insights for DTDC to identify areas of
improvement, such as streamlining delivery processes or enhancing communication channels.
Incorporating this feedback can lead to better service delivery and higher customer satisfaction.
• Word-of-Mouth as a Low-Cost Marketing Strategy:

Customer references act as a form of word-of-mouth marketing. Satisfied customers voluntarily

promote the brand, reducing the need for extensive traditional advertising and enabling cost-
effective customer acquisition.

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 • Effect of Negative References:

Negative references can have a disproportionate impact on potential customers. Addressing and
resolving issues highlighted in negative feedback promptly can help DTDC recover its reputation
and maintain customer trust

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 FINDING&CONCLUSION

The study on customer references at DTDC revealed several key insights. Firstly,
a significant percentage of customers expressed high levels of satisfaction with the
company's services, particularly citing the reliability and speed of delivery.
Customer references were shown to be critical in influencing potential clients,
with many respondents indicating that they relied on recommendations from peers
when choosing a courier service.

The research highlighted the impact of effective customer service, with prompt
responses and problem resolution leading to more positive testimonials.

However, the study also identified areas for improvement, such as the need for
better tracking systems and more transparent communication regarding delivery
times. Furthermore, regional differences in customer satisfaction were noted,
suggesting that DTDC could benefit from localized strategies to address specific
market needs.

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 Conclusion

The assignment of project was done in order to view the to study “Customer
preferences in choosing DTDC express ltd”. Customers plays a Vital role in any
organization for that matter, hence it is highly important for each and every
organization to concentrate on customer preferences while decision making ,to
maintain the level of satisfaction of the customer and maintain a good relationship
with the customer and gain better goodwill from them.

In the research that was conducted to know the customer preferences with reference to the
delivery/courier service offered in DTDC express ltd, the Customers preferences are based on
quality, speed delivery, discounts and offers while choosing the company and customers are
satisfied with the services that is offered by them.

It is further advisable for the company to maintain the same kind of relationship with the
customers and look after the various problems and difficulties faced by them and rectify their
problems immediately in order to make the customer feel comfortable and delighted about the
company .

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 SUGGESTION AND RECOMMENDATIONS

DTDC should consider implementing a structured feedback collection system that encourages
customers to share their experiences after each delivery through digital channels like SMS or
email. This feedback should be actively monitored, with a dedicated team in place to address
negative comments promptly, turning potential issues into opportunities for recovery and trust-
building.

Additionally, showcasing positive customer testimonials on DTDC's website and social media
platforms can serve as powerful endorsements, highlighting the company’s strengths in
reliability, affordability, and customer service. Investing in an upgraded tracking system will
also enhance transparency and communication, allowing customers to stay informed about their
deliveries. By focusing on these areas, DTDC can strengthen its reputation and foster greater
customer loyalty.

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