A Study On Customer Satisfaction Level Of Agarwal Packers And Movers

1 Agarwal Packers and Movers
A Project Report on
Lead Generation
&
Customer Satisfaction level of
Agarwal Packers and Movers (DRS Group) in Nagpur
Undertaken at
Agarwal Packers and Movers (Nagpur)
Submitted in the partial fulfillment for the requirement of the award
POST GRADUATE DIPLOMA IN MANAGEMENT
Awarded by
BALAJI INSTITUTE OF MODERN MANAGEMENT
(For the academic batch 2014-2016)
Corporate Guide: Submitted by:
Mr. Manoj Nain Mr. Deepesh Kishnani
Branch Manager MM1416361

Acknowledgement
I take this opportunity with much pleasure to thank all the people who have helped me
through the course of my journey towards completing this report. To begin with I would
like acknowledge my sincere thanks to (Head HR) for providing me an opportunity to
do my Summer Internship in Agarwal Packers and Movers DRS Group I sincerely
thank my MENTOR, Mr. Manoj Nain (Nagpur) for his guidance, help and motivation.
Apart from the subject of my research, I learnt a lot from him, which I am sure, will be
useful in different stages of my life.
I would like to thank Prof. Dr. Col. A Balasubramanian, Executive Director, BIMM
and Dr. Rajesh Deshpande and also Prof. Mihir Badiani for their assistance and
continuous help towards successful completion of this project .
At last I would like to acknowledge the support and encouragement of my friends and
family. This project would not have been possible without the confidence, endurance
and support of them.

DECLARATION
I, hereby declare that the report entitled “Lead generation and
customer satisfaction level of Agarwal Packers and Movers in Nagpur” is
based on my learning .
I further declare that this project report is submitted as per
requirement of PGDM curriculum, is my original work and based on the
findings during the project.
I further declare that the personal data and information received from
any respondent during survey has not been shared with any one and is used
for academic purpose only.
This project report would not be submitted in any other institute for
any award of any other degree, diploma, fellowship or other similar title or
prices.
This project report would not be submitted in any other degree in
future and no other person will be allowed to copy from this project in any
other form.
If I am found to be guilty of not fulfilling the above promises, my
submission can be declared invalid and college has the right to reject this
report.
Date: Deepesh Kishnani
MM1416361

Table of Contents
Sr No Content Page No
1 Executive Summary 6
2 Company Profile 7
3 Research objective 11
4 Literature Review 12
5 Research Methodology-Research Design ,time dimension & method 13
6 Data Collection 16
7 Sample selection, Sample Design and questionnaire Design 17
8 Research tool 19
9 Bank and Corporate visits 20-25
10 Lead Generated 26
11 Lead Converted & Aggrieved party 27
12 Introduction to customer satisfaction level study 28
13 Data Analysis and interpretation 29-51
14 Data formed 52
15 Major Findings 53
16 Suggestion 54
17 Limitation 55
18 Scope of further study & Key Learning 56
19 Bibliography 57
20 Annexure 58-60

List of Tables:
Table
No.
Table Name Page No
1 Chi Square- Experience while booking and Overall Satisfaction level
of the customer
41
2 Pearson correlation- Experience while booking and Overall
Satisfaction level of the customer
42
3 Chi Square- - Price of the service and Overall Satisfaction level of the
customer
44
4 Chi Square-Delivery Time and overall satisfaction of the customer 45
5 Pearson correlation- Delivery Time and overall satisfaction of the
customer
46
6 Pearson correlation- order execution speed and overall satisfaction of
the customer
47
7 Chi Square- Order execution speed and overall satisfaction of the
customer
48
8 Pearson correlation- Customer service representative being polite
and overall satisfaction of the customer
49
9 Chi Square- Customer service representative being polite and overall
satisfaction of the customer
50
10 Pearson correlation- Customer service representative handling the
call quickly and overall satisfaction of the customer
51
11 Chi Square- Customer service representative handling the call
quickly and overall satisfaction of the customer
51
12 Pearson correlation- Customer service representative being
knowledgeable and overall satisfaction level of the customer
52
13 Chi Square- Customer service representative being knowledgeable
and overall satisfaction level of the customer
52

Executive Summary:
The title of my Research - “A study on Lead Generation and Customer Satisfaction
Level of Agarwal Packers and Movers (DRS Group)”. Objectives of the research
To study the satisfaction of customers of Agarwal Packers and Movers.
To know different attitudes of people regarding the facilities and services available
in Agarwal Packers and Movers. To find out grievances of consumers. To find out
the factors that influence customer satisfaction. Agarwal Packers and Movers a
subsidiary of DRS Logistics (P) Ltd. is one of India's largest transportation
companies which provide excellent shipment service all over India. The samples
for the study were the customers of Agarwal Packers and Movers in Nagpur. The
research design was a Exploratory followed by a descriptive one and the sample
size was 90. Primary data required for the project was collected through
“Questionnaires”. Company annual reports and website were used to collect the
secondary data.
The research started with preparation of questionnaire so as the get the responses
of the customers of the company with various parameters. For this a pilot testing
was conducted in order to cover maximum factors that affects the satisfaction
level.
It was important to identify the areas where the company needs to concentrate to
achieve efficiency and effectiveness in its marketing operations with respect to its
services. It was also very necessary to know how well the company manages its
services to the customers.All these parameters were included in the questionnaire
which was aimed at the customers so as to get their responses on the same. This
helped to understand the customer satisfaction level of the company and also
helped to identify the areas where the company needs to concentrate more to
improve the efficiency and effectiveness of its services.
The data collected was analysed by correlating the factors with the overall
satisfaction level of customer satisfaction using SPSS.

COMPANY PROFILE
DRS GROUP
The DRS Group is a 1500 Million Rupee diversified company that has
transportation at its heart. With over two decades in business, constantly pushing
the barriers and setting benchmarks.
1986- A very humble beginning of DRS Group. The organization was formed in
the year 1986 by the name AGARWAL TEMPO TRANSPORT OF INDIA by
Shri Dayanand Agarwal Ji with one Mahindra vehicle. Prior to this, he has worked
in Economic Transport Organization (ETO) and has got rich experience of
transport industry. During his tenure with ETO, he was in Chennai, Bangalore,
Kolkata and Nepal. Eventually after this he decided to start his own organization in
the name of DRS.
A major change of doing the business in the group came in 1993, when his eldest
son MR A.K Agarwal joined the company. He is the person responsible for IT,
Marketing, Media, Investments and acquisitions . He made a strategy to increase
the business of the company by targeting selected sectors so that expertise of a
particular product or commodity can be achieved . He first targeted Electronic
Goods and due to his efforts the First contract of Samsung was signed in 1995 and
later on he signed the contract with other major MNC companies like LG, BPL,
Panasonic and Blue Star etc.
After successfully servicing Electronic Goods , he targeted “tyre” industry in 1999
and now we are one the biggest transporter for MRF,GOODYEAR,
BRIGESTONE, CEAT. FALCON & J.K. Tyres.
Another major change in the company came when Mr. Sanjay Agarwal , youngest
son of Shri Dayanand Agarwal joined the group in 1998. It was at this juncture

when the unique concept of “Portable Home” came into existence. He plays a
major role in Construction & credit control facilities for the group.
In 2001, the company targeted food industry, which has peculiar requirement of
insulated containers and successfully got the contract from ITC Foods, Cadbury,
Nestle, Britania and Perfetti.
In 2003, company decided to diversify into Education sector and this led to the
opening of an International School. Today DRS International School is a reputed
school in India.
In 2005, another project DRS KIDS – A pre-school chain was started and today we
have more than 120 schools all across the country
In 2006, Group decided to acquire lands and build warehouses all across the
country and today the company owns more than 3 million sq ft of warehousing
space.
In 2007, Kotak Mahindra invested 100 crore in the company DRS LOGISTICS
PVT LTD which owns the brand Agarwal Packers and Movers
In 2009, the group has added new industry named as DRS Labs and new project in
education sector as MDN EDIFY Education.
DRS GROUP comprises of –
 DRS LOGISTICS
 AGARWAL PACKERS AND MOVERS
 DRS DILIP ROAD LINES
 DRS INTERNATIONAL SCHOOL
 DRS LABS
 DRS WAREHOUSING (SOUTH) PVT LTD
 EDIFY EDUCATION

AGARWAL PACKERS AND MOVERS
About the company:
Agarwal Packers and Movers offers world class packaging, loading, unloading,
transportation, unpacking, car transportation services including warehousing of
household goods and commercial goods. When it comes to Hassle- free relocation
we are no doubt the most sought after Packers and Movers in the country. Our
Relocation Experts are always committed to provide international quality
relocation solution for each and every type of requirement.
We conduct more than 70,000 relocations every year, transferring corporate and
government employees and moving individual customers. Operating through more
than 100 self – owned branches across India. We also have an extensive network of
franchisee and other service providers pan India delivering the best service on time
always.
Company’s Vision and Mission statement
Vision:
To be acknowledged as a leader in providing world class logistics services and
Education facilities.
Mission:
To strengthen the existing leadership position in Transportation, Packing and
Moving, Shipping, Air Cargo, Logistics and Education.

APM Details:
Head Office- Secunderabad
No of Branches-100
No of Destinations-1200
No of containerized vehicle- 350
No of Non containerized vehicle-150
Warehousing space-25 lakh sqft across India
Training school for logistics in Haryana
Tie with over 240 corporates (MNC’s , IT companies, Banks, Govt Institution, etc)
Major players in the Packers and Mover Industry in India are Agarwal
Packers and Movers(DRS Group), Royal Packers and Movers, Bharat
Packers and Movers, Maxwell Packers and Movers, Transworld
International Packers And Movers, Agarwal Packers and Movers ltd
Local Players in Packers and Movers are AIIPM , SHRINATH Packers
and movers, Arvind P&M, Satyam P&M, Agarwal Packers and Movers
ltd, Gopi P&M, Royal Gold P&M. In total there were more than 45
packers and movers locally.

Research Objective:
Primary Objective:
1. To study the overall satisfaction level of customers of Agarwal Packers and
Movers (DRS Group) in Nagpur
2. To know the factors that affects the overall satisfaction level of customers.
Secondary Objective:
1. To generate Leads for Agarwal Packers and Movers(DRS Group) in Nagpur
2. To create awareness of the new vehicle named “CHAPP VAN” in Nagpur
C=Car H=Household A=Artifacts P=Plants P=Pets

Literature Review
Customer service and/or satisfaction : When we talk about customer service and/or
satisfaction, we talk about creativity. Creativity allows us to handle or diffuse
problems at hand or later on in the process of conducting the everyday business.
We talk about how, or rather what, does the organization have to do to gain not
only the sale but also the loyalty of the customer.We want to know if our
customers are satisfied or not. We want to know if customers are delighted and
willing to come back.
Thus satisfaction means that what we delivered to a customer, met the customers
approval. Customer satisfaction, however, is when the customer is satisfied with a
product/service that meets the customer's needs, wants, and expectations.
Philip Kotler defines services from management point of view. “Service is any
activity or benefit that one party can offer to another”.

Research Methodology
Research Design:
The main aim of this research paper is to Generate Leads for Agarwal Packers and
Movers (DRS Group) and to know the customer satisfaction level. Therefore, this
research is descriptive, which draw a picture of the topic and describes
characteristics of a phenomenon or situation in its current state.
Besides, the research sought to identify relevant attributes of this phenomenon to
answer the question what and how. In descriptive research, correlation,
developmental design, observational studies, and survey research are used. For the
research, survey plus observation are the suitable ways to capture the phenomenon
at the moment.
Time Dimension:
The research was a cross-sectional base due to time limitations which allowed
researchers take a snapshot of aspects at a single point of time. This is considered
as most consistent with a descriptive approach. Cross-sectional is simpler and less
costly than longitudinal research which examines features over a long time.
Method:
Leedy&Ormrod (2001:14) defined research methodology as “the general approach
the researcher takes in carrying out the research project”. The popular methods
used in business researches are quantitative and qualitative methods. Quantitative
method is used to explain, predict phenomenon with measurable variables

(Leedy&Ormrod 2001:101). Quantitative research also involves data collection
that is typically numeric and the researcher tends to use mathematical models to
analyze data. Creswell (2003:18) states, quantitative research “employ strategies of
inquiry such as experimental and surveys, and collect data on predetermined
instruments that yield statistical data”.
According to Bryman& Bell (2007) qualitative research emphasizes on words
instead of large quantification and focuses on the individuals‟ interpretations of
their social world. This approach also requires high involvement of participants´
observations from actual experiences (Creswell 1994).
This research adopted quantitative research since the research is aimed to identify
various elements and measure level of customer satisfaction and the factors that
affect customer satisfaction.
In other words, quantitative is deductive approach, which prefers to analyse and
test relationship between theory or researcher´s assumptions and the empirical
research (Bryman& Bell 2007).
This research is aimed to analyse empirical result from the survey for reliable
conclusion of satisfaction level measured for Agarwal Packers and Movers

According to Saunders et al (2000), quantitative takes less time to complete and it
is normally possible to predict accurately the time schedules whereas qualitative
research can be much more prolonged. Most of these studies are time constrained.
Hence, quantitative approach is the preferred approach. In quantitative research,
survey is a frequently used and universal approach because it covers a larger
respondent population to collect data in highly economical way in comparison with
qualitative.
In addition, Interviews are also conducted in the initial stage with the managers
and the staff to obtain better additional insights of the subject. However, the
research is in favor of quantitative approach.
According to Ghauri et al (1995) qualitative methods are not just differentiated
from quantitative in terms of “quantification”, but in reflecting on different
perspectives, such as behavior, events, interactions, relationships among others.
While quantitative provides measurement of reality, qualitative allows researchers
explore the complexity of the research objects to get better understand. Besides,
qualitative stresses in words, inductive approach and generalization (Bryman&
Bell 2007).

Data Collection:
There are two sources of data for research, namely primary and secondary data.
The primary data is relevant to the present study and usually collected through
communication methods or interaction with respondents and observation methods.
For this kind of data, survey techniques are to be used to answer the research
questions, which are based on a structured questionnaire.
Secondary data is gathered from previous studies through various sources such as
articles, internet, organization’s database, government surveys and enterprises etc.
The advantage of secondary data is time saving and inexpensive in comparison
with primary data. However, secondary data may not suitable to a specific research
since they are conducted for another study with different objectives
(Ghauri&Gronhaug, 2007); in other words, they are universal for mass audiences.
Therefore, secondary data should be used as reference tool for the first step before
proceeding to the actual research.
For this research, primary data is collected in accordance with the research
phenomenon and design. Since this research is supposed to investigate the
constructs of customer satisfaction for Agarwal Packers and Movers in a limited
geographic dimension, primary data was consistent with the research purpose.
The use of primary data from the survey is logical access to interviews and to get
information from targeted respondents. The use of questionnaire is suitable in
order to interact with respondents to get structured information and to find out
consumer satisfaction level from their perspectives. . Data collection is conducted
through interactive interviews and telephonic calls to the customers of Agarwal
Packers and Movers in Nagpur.

Sample Selection:
Process of sampling is the next issue. As this is a cross-sectional study, most of the
academic studies are cross sectional. Cross-sectional studies need less time to be
completed. The research also has limited time and financial resources. As
convenience samples are generally the cheapest and easiest to conduct.
Convenience sampling is most often used during the exploratory phase of a
research project and is perhaps the best way of getting some basic information
quickly and efficiently. So, convenience sampling is used to collect data.
Sample Size:
The sample size for this study is 90
Questionnaire Design:
Appropriate data collection technique is the further issue. According to Kumar
(1996), three resources for primary data collection are questionnaire, observation
and interview. In this research, the two techniques are combined under a form of a
survey through questionnaires. The use of questionnaire is the most suitable and
economical choice of collecting data. The research only served for purpose of an
academic, popular business phenomenon without any financial fund resources.
Thus, questionnaire was considered as the best way for both academic and
financial reasons.
Pilot Testing was conducted in order to cover all the determinants or factors that
affects the satisfaction level of the customer. Respondent size for the pilot testing
was 12.

Questionnaire consisted of structured questions (open and close ended). The
apparent advantage of closed ended questions is that response rate is increased,
time-saving for respondents and decreasing waiting cost for the surveyor.
Furthermore, as quantitative research is deductive for which researchers are able to
predict and develop model of attributive dimensions relating to research subject
before handing out questionnaires to respondents, the use of more closed ended
questions are reasonable. Questions used are brief, comprehensive and the use of
jargon was avoided to increase understanding and interest of the respondents.
The questionnaire consisted of the factors that generally affected the satisfaction
level of the customer. These factors were generated through the Exploratory
research and some of them were Order execution speed, Experience while booking,
Staff Behavior, Delivery Speed, Claim settlement time & cost of service. To get
the feedback, respondents were asked to rate the factors on a scale of 1 to 5. Likert
scale was used for this purpose where 1 being Excellent , 2 being Good, 3 being
Average, 4 being Bad and 5 being Poor.

Research Tool:
The software used for the analysis is IBM SPSS Version 20.
With SPSS predictive analytics software, one can predict with confidence what
will happen next so that one can make smarter decisions, solve problems and
improve outcomes.
SPSS is a windows based program that can be used to perform data entry and
analysis and to create tables and graphs. SPSS is capable of handling large
amounts of data and can perform all of the analysis covered in the text and do
much more.
SPSS is commonly used in the social sciences and in the business world, so using
this program should serve the research project well in various analyses.

I. Corporate and Bank Visit
Sr No Bank Name Branch address Name of a person Designation
1 ORIENTAL BANK OF COMMERCE
Vaishnodevi Chowk,C.A Road Wardhman
Nagar,Nagpur-440008 SUJIT MOHANTY SENIOR MANAGER
2 SOUTH INDIAN BANK
TS NO:16, VETERINARY HOSPITAL ROAD,
ERODE-638001 DIPIN M MANAGER
3 CANARA BANK
928-929, "DAY TO DAY" JAMUNA COMPLEX,
WARDHMAN NAGAR, NAGPUR-440008 SOURABH MISHRA BRANCH MANAGER
4
THE SHAMRAO VITHAL CO-OPERATIVE BANK LTD (SVC
BANK)
SURAJ SADAN,PLOT NO 10, CA ROAD,NEAR
PHATAKA AND PHATAKA SHOP,
GANDHIBAGH, NAGPUR-440008 NARENDRA W. UMATHE SENIOR MANAGER
5 AXIS BANK
LAKADGANJ NAGPUR BRANCH. RAJMAHAL,
267. CA ROAD. NAGPUR-440008 AVADHOOT K JOSHI DEPUTY V.P.
6 HDFC BANK
269,SHARDA COMPLEX, CA ROAD,NEAR
ITWARI TELEPHONE EXCHANGE SQUARE,
NAGPUR-440008 MOHAMMAD AHEFAZ BRANCH MANAGER
7 SARASWAT BANK
PLOT NO 91, CHAPRU NAGAR SQUARE, C.A.
ROAD, NAGPUR-440008 NARSING L. YADAV BRANCH MANAGER
8 KARUR VYSYA BANK
740,DALMIA SADAN, CA ROAD, NAGPUR-
440018 PADMANABHAM T.L.V CHIEF MANAGER
9 ICICI BANK
PLOT NO 17, ZADE BHAVAN, CHHAPRU
NAGAR SQUARE , CA ROAD NAGPUR-440008 MANOJ DIXIT
DEPUTY BRANCH
MANAGER
10 YES BANK
"SAHYOG" PLOT NO 33, OPP TELEPHONE
EXCHANGE SQUARE CHOWK, NAGPUR-
440008 GAURAV BAPAT MANAGER
11 VIJAYA BANK
242, SATNAMI NAGAR, WEST WARDHMAN
NAGAR, AMBEDKAR SQUARE, NAGPUR-
440008 AMIT KUMAR MISHRA SENIOR MANAGER
12 ABHYUDAYA CO OPERATIVE BANK LTD
PLOT NO , GANDHI GRAIN MARKET,CA ROAD
,OLD BAGADGANJ LAYOUT,CHAPPRU CHOWK,
NAGPUR-440008
13 INDUSIND BANK
SHOP NO 2 , GANDHI GRAIN
MARKET,CHAPPRU NAGAR SQUARE,C.A.
ROAD, NAGPUR-440008 KRISHNA KUMAR
MANAGER CUSTOMER
SERVICE & OPERATIONS

14 IDBI BANK
93/5, TRIVEDI BUILDING LAL BAHADUR
SHASTRI SQUARE,WHC ROAD, DHARAMPETH,
NAGPUR-440010 SACHIN P. KORDE ASST. GEN. MANAGER
15 AXIS BANK
GROUND FLOOR, PATNI BHAVAN,
GANDHIBAUG,NAGPUR-440002 SACHIN SOMALKAR MANAGER- RETAIL BRA
16 BANK OF INDIA 87-A GANDHIBAUG, NAGPUR-440002 ANIL KUMAR CHIEF MANAGER
17 AXIS BANK
GROUND AND FIRST FLOOR SHOP/BLOCK NO
1,2,3,& 101, BHOJRAJ AMRAVATI ROAD,
WADI, NAGPUR-440023 AMOL SOITKAR MANAGER- RETAIL BRA
18 KOTAK MAHINDRA BANK LTD.
8 GUJRAT BHAVAN, SATYAM APARTMENT,
WARDHA ROAD, DHANTOLI , NAGPUR-
4400012 GAJENDRA BACHEWAR BRANCH HEAD
19 CENTRAL BANK OF INDIA
"HARIKRUPA" OPPOSITE TELEPHONE
EXCHANGE SQUARE, C.A. ROAD, LAKADGANJ,
NAGPUR-440008 B.M. LATURE SENIOR MANAGER
20 AXIS BANK
HONEY ARCHANA COMPLEX, B1, MEDICAL
COLLEGE ROAD, UNTHKHANA, NAGPUR-
440009 SWINAL SHAMBHARKAR SENIOR MANAGER
21 INDIAN OVERSEAS BANK
NIRMALA APARTMENT , AMRAVATI ROAD,
TILAK NAGAR, NAGPUR-440010 SUNIL JEPH ASST. GEN. MANAGER
22 BANK OF MAHARASHTRA WADI BRANCH RUPESH NANDANWAR BRANCH MANAGER
23 BANK OF BARODA MEDICAL SQUARE BRANCH MR CHAVHAN BRANCH MANAGER
24 PUNJAB NATIONAL BANK CONGRESS NAGAR BRANCH D.S. NIMJE BRANCH MANAGER
25 HDFC BANK
GROUND FLOOR, STATUS ENCLAVE, NEAR
AYACHIT MANDIR BUS STAND, LAKDA PUL,
MAHAL, NAGPUR-440032 PANKAJ HEDAWOO BRANCH MANAGER
26 SIDBI BANK KINGSWAY, SADAR NAGPUR SAUKHYA DAS MANAGER
27 INDUSIND BANK
NO 1 & 34, SHRIRAM TOWERS, SV PATEL
ROAD, KINGSWAY SADAR, NAGPUR-440001 AMIT GONDEWAR BRANCH MANAGER
28 UNION BANK
V.N. SATHE BUILDING, 1ST FLOOR, LOKMAT
SQUARE, NAGPUR-440012 AMARENDRA KUMAR ASST. GEN. MANAGER
29 PEPSICO INDIA - PEPSI FOODS PRIVATE LIMITED
VIJAYA MADHVI MARKETING PLOT NO 158
AND 162, BEHIND J.N. COLLEGE, KHADAN
ROAD, WADI , NAGPUR - 440023 ZAKIR HUSAIN AREA SALES MANAGER(
30 HSBC BANK
SHRIRAM TOWERS, SV PATEL ROAD,
KINGSWAY SADAR, NAGPUR-440001
Need to contact Mumbai Head
Office
31 CANARA BANK
PLOT NO.1A, SHANTINIKETAN, COOPERATIVE
HOUSING SOCIETY, RING ROAD, KHAMLA,
NAGPUR 440022 MR ANTHONY BRANCH SALES MANAG
32 CENTRAL BANK OF INDIA
SHOP NO 1,2,3, TOWER NO 6 , LAKE VIEW
ENCLAVE AROMIC ENERGY ROAD, WADI ,
NAGPUR-440023 PRAVEEN D. DHOK BRANCH MANAGER
33 FEDERAL BANK
WADI, LAKE VIEW ENCLAVE , OPP
GURUDWARA, NEAR GANESH BHOJAALAYA,
WADI , NAGPUR-440023 PARVESH HABLANI MANAGER & BRANCH H
34 YES BANK
GROUND FLOOR, SWAMI SADAN, PLOT NO
206/1A, GPO SQUARE, VIP ROAD, CIVIL LINES,
NAGPUR-440001. PANKAJ DEKATE ASST. GEN. MANAGER
35 BANK OF INDIA
BANK OF INDIA BUILDING, 2nd FLOOR,
SARDAR VALLABHBHAI PATEL MARG, P.O
.BOX NO 4, KINGSWAY, NAGPUR-440001 MR PIMPADKAR ADMIN OFFICER
36 ALLAHABAD BANK
PALM ROAD, POST BOX NO 14 , NEAR RBI RBI
SQUARE, CIVIL LINES,NAGPUR-440001 R UMREDKAR BRANCH MANAGER

37 HDFC BANK
SHOP NO. 10, SHREE GANESH APARTMENT,
KOTWAL NAGAR 1, LAXMI NAGAR, NAGPUR-
440022 AMOL MASURKAR ASST. GEN. MANAGER
NAND BHAWAN,48,CENTRAL BAZAAR
ROAD,BAJAJ NAGAR, NAGPUR- SMT. SUJATA WALIA BRANCH MANAGER
39 VIJAYA BANK
NO 219,SOUTH AMBAZARI ROAD,
ABHYANKARNAGAR EXTENSION, BAJAJ
NAGAR, NAGPUR- 440010 MR K RAO BRANCH MANAGER
40 TIRUPATI URBAN COOPERATIVE BANK
HEAD OFFICE, 172,SHRADDHANAND PETH,
SOUTH AMBAZARI ROAD, NAGPUR-440010] SANJAY PATIL MANAGER
41 ALLAHABAD BANK
PLOT NO-7 , SHRADHANAND PETH , BAJAJ
NAGAR , NAGPUR-440 010 S.G. KHIRWADKAR BRANCH MANAGER
42 KOTAK MAHINDRA BANK LTD.
GROUND FLOOR & FIRST FLOOR, PLOT NO.8,
WHC ROAD, SHANKAR NAGAR-DHARAMPETH
NAGPUR-440010 AMOL KUMBHARE BRANCH MANAGER
43 ARVIND SAHAKARI BANK LTD
NEAR ADARSH VIDYALAYA , C.A. ROAD,
GANDHIBAGH, NAGPUR-44032 DATTATRAY W.TARE BRANCH MANAGER
44 IDBI BANK
SHRI.KAMATKAR NIWAS,PLOT NO.14,
PADMAVATI NAGAR,GODHANI RAILWAY, TAL
& DIST NAGPUR, PINCODE - 441111 LAHANU VISHNU BRANCH MANAGER
45 UNION BANK
SHRIMAN COMMERCIAL COMPLEX,4,
WARDHA ROAD, LOKMAT CHOWK, NAGPUR-
440012 UTTAM KUMAR CUSTOMER SERVICE OF
46
THE DHARAMPETH MAHILA MULTI STATE CO- OP,
SOCIETY LTD, NAGPUR
SWAMI ARCADE, W.H.C. ROAD,
DHARAMPETH, NAGPUR-440010 MAHESH SHINDE BRANCH MANAGER
47 STATE BANK OF HYDERABAD OPPOSITE NGDA SADAR NEAR HOTEL L.B MR. NINAWANE BRANCH MANAGER
48 CORPORATION BANK WARDHMAN NAGAR BRANCH, GYANESHWAR BOKADE BRANCH MANAGER
49 ICICI BANK HINGNA BRANCH KETAN RAO BRANCH MANAGER
50 THE YAVATMAL URBAN CO-OP. BANK LTD. WARDHMAN NAGAR BRANCH, DEEPAK M. DEOGHARE BRANCH MANAGER
51 STATE BANK OF PATIALA CIVIL LINES BRANCH B.S. MANDLOI BRANCH MANAGER
52 ADITYA ANGHA MULTI STATE CR CO-OP SOCIETY WADI BRANCH SANGITA YEOLE BRANCH MANAGER
53 TAL MANUFACTURING SOLUTIONS LIMITED SECTOR 3, MIHAN SEZ, NAGPUR-441108 MANJESHWARA J GOWDA
PROGRAM MANAGER- C
SUPPORT DEPARTMENT
BUSINESS UNIT)
54 CANARA BANK
FIRST FLOOR, SHEELA COMPLEX, WADI,
NAGPUR - 440023 SENTHIL KUMAR P. BRANCH MANAGER
55 HDFC BANK
W PARK ROAD, NEAR YASHWANT STADIUM,
DHANTOLI, NAGPUR-440012 RASHMI SINGH BRANCH MANAGER
56 SHRIRAM URBAN CO-OP BANK LTD
PLOT NO 4, SHRINIDHI ABHYANKAR NAGAR
ROAD, KULKARNI DESHMUKH
LAYOUT,SHRADHHANAND SQUARE,
LAXMINAGAR, NAGPUR-440022 VILAS GHAROTE MANAGER
57 CANARA BANK
TINKHEDE BHAVAN, WALKERS(VIP) ROAD,
BADKAS CHOWK, NAGPUR - 440002 BARKHA ADEWAR CRO

58 ANDHRA BANK
WEST HIGH COURT ROAD,NEAR BATUKBHAI
JEWELERS ,DHARAMPETH, NAGPUR-440010 RAMESH RAMTEKE MANAGER
59 STATE BANK OF TRAVANCORE
P.B.No.13. 1st FLOOR, 125, CENTRAL AVENUE
ROAD,NEAR GANDHI PUTLA NAGPUR-440032 PRABIR KUMAR DEY MANAGER
60 AAKASH IIT JEE
1st FLOOR , JP SQUARE, WEST HIGH
COURT,LAW COLLEGE SQUARE,NAGPUR-
440010 SACHIN PANDHARPURKAR LECTURER
61 ATLANTA LIMITED
101,SHREE AMBA SHANTI
CHAMBERS,OPPOSITE HOTEL LEELA,ANDHERI-
KURLA ROAD,ANDHERI(EAST), MUMBAI-
400059 RAJESH VERMA CHIEF FINANCE OFFICER
62 BIG BAZAAR DIRECT
BLDG NO 3, ORANGE CITY LOGISTICS PARK,
KHASARA NO. 80 , 81 , & 82,SHIVMADKA
VILLAGE GUMGAON, TEHSIL-HINGNA-440018 SANJAY SARKAR
MANAGER- SUPPLY CHA
LOGISTICS
63 TATA PROJECTS LIMITED
REG OFFICE- 1-7-80 TO 87 PRENDERGHAST
ROAD, SECUNDERABAD-500003 KALA CHAND CHAUDHURY ASST.MANAGER (CS-ME
64 INDUSIND BANK
PLOT NO 7 , FRIENDS COLONY, KATOL ROAD,
NAGPUR-440013 SWEETY BEHERKHEDE DEPUTY BRANCH MANA
65 STATE BANK OF TRAVANCORE
NAGPUR MAIN ,125, CENTRAL AVENUE
ROAD, GANDHI PUTLA , ITWARI, NAGPUR-
440032 RAVI BABU U. MANAGER
KHAMLA ROAD, DEO NAGAR, NAGPUR-
440010 MRS AMRITA BRANCH MANAGER
67 UNION BANK
2nd FLOOR, ASHIRWAD COMMERCIAL
COMPLEX, 34/2, CENTRAL BAZAR
ROAD,RAMDASPETH, NAGPUR-440010 MRS PATIL CRO
68 IDBI BANK
SITABULDI BRANCH, SANSKRUTIK SANKUL,
RANI JHANSI SQUARE,, P.B.NO. 212,
SITABULDI,NAGPUR - 440012 SOURABH PATIL ASST GEN MANAGER
69 UNITED BANK OF INDIA
CHANDRAPUR-MUL-NAGHBIR-NAGPUR
HIGHWAY,AGRASEN SQUARE, GANDHIBAGH,
NAGPUR-440002 MISS APEKSHA MANAGER
70 SARASWAT BANK
GROUND FLOOR, BLDG OF MSMC, PLOT NO 7,
AJNI SQUARE. WARDHA ROAD, NAGPUR-
440015 SANDEEP TAMBE DEPUTY MANAGER

71 BANK OF INDIA
NIT COMPLEX, WEST HIGH COURT ROAD,
GOKULPETH-440010 R. PAWANKAR BRANCH MANAGER
72 STATE BANK OF INDIA M. NAIK
JUPITER CONVENT HIGH SCHOOL,SAWARKAR
NAGAR, KHAMLA , NAGPUR-440015 MISS SHWETA B MANAGER
74 BANK OF BARODA
SOUTH AMBAZARI BRANCH, K - 5,
MANJULA BUILDING., 8 RASTHA
CHOWK LAXMINAGAR, NAGPUR-
440022 MR. A WARUDKAR JOINT MANAGER
75 DENA BANK
1, WEST HIGH COURT ROAD, NEAR
BATUKBHAI JEWELLERS, DHARAMPETH ,
NAGPUR AJAY KUMAR
76 BANK OF BARODA
1171, SAPTAGIRI, CENTRAL AVENUE
ROAD, GANDHIBAGH .GUR, NAGPUR-
440002 S.B KAMDE JOINT MANAGER
77 DENA BANK CA ROAD AMOL DESHPANDE MANAGER
78 STATE BANK OF INDIA
PLOTNO.6, BARDE LAYOUT,FRIENDS COLONY,
KATOL ROAD, NAGPUR-440013 PAWAN BORKAR MANAGER
79 STATE BANK OF INDIA
SAI COMPLEX, SHOP NO 5 , AMRAVATI ROAD,
BHARAT NAGAR, NAGPUR- 440010 ARTI MANWANI MANAGER
80 IDBI BANK WARDHA ROAD SHEETAL JAIN MANAGER
81 PUNJAB NATIONAL BANK
WEST HIGH COURT ROAD, DHARAMPETH
NAGPUR- 440010 H L WASANKAR MANAGER
82 IDBI BANK
PLOT NO 9 , NEAR LAMBA PETROL PUMP,
OPPOSITE Dr AMBEDKAR HOSPITAL,
KAMPTEE ROAD, NAGPUR- 440017 ANIRUDHA GADGE BRANCH HEAD
83 SARASWAT BANK
GROUND FLOOR , BUILDING OF MSMC, PLOT
NO 7 , . AJNI SQUARE, WARDHA ROAD,
NAGPUR – 440015 SANDEEP TAMBE DEPUTY MANAGER
84 PUNJAB NATIONAL BANK VIDYA BHAVAN, BCA ROAD, NAGPUR- 440006 V.B. KOHAD MANAGER
85 CORPORATION BANK
PLOT NO 3 , WARDHMAN NAGAR, NAGPUR-
440008 DNYANESHWAR G BOKADE BRANCH MANAGER
86 PUNJAB NATIONAL BANK
RATAN HOUSE , BHANDARA ROAD , NAGPUR-
440008 M.K. SONDHI MANAGER

8
7
HALDIRAMS FOODS
INTERNATIONAL LTD
"HALDIRAMS HOUSE" PLOT NO 145/146 ,
OLD PARDI NAKA, BHANDARA ROAD,
NAGPUR-440008
DHANWAN
JANGID
OPERATION
S EXECUTIVE
(0712)
2681191
/1091
M-
9021055
800
8
8
ITC CLASSMATE
DIVISION PATNA OFFICE
SOMESH
VYAS
ASST SALES
MANAGER
(PATNA)
8
9
STATE BANK OF
JAIPUR AND
BALAJI ARCADE, PLOT NO 1 & 2 , POPULAR
SOCIETY, MANISH NAGAR, NAGPUR-440015 MR VERMA
MANAGER(L
OAN
DEPARTMEN
T)
9
0
PUNJAB NATIONAL
BANK
JAYANTI MANSION , MANISH NAGAR,
SOMALWADA,NAGPUR- 440015
RAMESH
RAUT MANAGER
(0712)
2041949
9
1
STATE BANK OF
PUNJAB AND SIND 16 CENTRAL AVENUE, NAGPUR MR JHA MANAGER
(0712)
5614719
9
2
PUNJAB NATIONAL
BANK
8 B , KALAMNA ROAD, SURYA NAGAR,
NAGPUR-440008
MR
BENDLE MANAGER
(0712)
2684368
9
3
A.B. SALES
CORPORATION
SHOP NO 2 GURUKRIPA APPT, BHANDARA
ROAD , NAGPUR-440008
MEETA
PATEL MANAGER
9960695
850
atulunited@gmail.c
om
9
4 CANARA BANK
28, FARMLAND (GROUND FLOOR), CENTRAL
BAZAAR ROAD, RAMDASPETH. NAGPUR-
440010
MURLIDHA
RMAN MANAGER
sonavathana@gmai
l.com
9
5
CENTRAL BANK OF
INDIA
OPPOSITE PWS COLLEGE , TEKA NAKA,
KAMPTEE ROAD, NAGPUR
ANIL
DESHBRAT
HAR MANAGER
9
6
PUNJAB NATIONAL
BANK
DR AMBEDKAR ROAD, INDORA CHOWK,
NAGPUR-440017
SR SUJATA
CHANDER MANAGER
(0712)
2440521,
2640935
9
7
STATE BANK OF
INDIA
MAYUR PALACE NO-11, NEAR TEKA NAKA
ROAD, SANYAL NAGAR, JARIPATKA, NAGPUR-
440010
UMESH
KAPSE
BRANCH
MANAGER
9
8 BANK OF INDIA
RANI JHANSI SQUARE, SITABULDI, NAGPUR-
440012
NALINKUM
AR MEHTA MANAGER
8758569
909
nalinkumar.mehta
@bankofindia.co.in
9
9 HDFC BANK
BESIDE BANK OF INDIA, WARDHA ROAD,
NAGPUR-440015
MITWA
MITTAL MANAGER
9890603
333
1
0
0
CENTRAL BANK OF
INDIA
PLOT NO 576, EAST HIGH COURT ROAD,
RAMDASPETH, NAGPUR
G.M.
SAKHARE MANAGER
(0712)27
67567
bmnagp0694@cent
ralbank.co.in
1
0
1
CENTRAL BANK OF
INDIA
WEST HIGH COURT ROAD, DHARAMPETH
NAGPUR- 440010
A.B
KHORGADE
SR
MANAGER
(0712)
2522017,
2522274

Leads Generated**
**The above leads has been generated through personal interaction with the concerned person.
Sr. No PARTY NAME ADDRESS TYPE FROM TO AMOUNT
1 DIPIN . M
TS NO:16, VETERINARY
HOSPITAL ROAD, ERODE-
638001 CAR- A STAR ERODE NAGPUR 16000
2 AMIT MISHRA
242, SATNAMI NAGAR,
WEST WARDHMAN
NAGAR, AMBEDKAR
SQUARE, NAGPUR-440008 HOUSEHOLD ALLAHABAD NAGPUR
3 DIPIN . M
TS NO:16, VETERINARY
HOSPITAL ROAD, ERODE-
638001 HOUSEHOLD ERODE TRIVANDRUM
4 AMARENDRA KUMAR
V.N. SATHE BUILDING, 1ST
FLOOR, LOKMAT SQUARE,
NAGPUR-440012 HOUSEHOLD VARANASI MUMBAI
5 MR NINAWANE HOUSEHOLD
6 B.S. MANDLOI CIVIL LINES HOUSEHOLD NAGPUR UJJAIN
7 PRABIR KUMAR DEY
MANAGER - STATE BANK
OF TRAVANCORE, GANDHI
PUTLA BRANCH, NAGPUR HOUSEHOLD NAGPUR KOLKATA 60000
8 PARAG BAGDE
CORPORATION BANK-
WARDHMAN NAGAR.
NAGPUR-440008 HOUSEHOLD
VALASAR,
ANAND(GUJRAT) NAGPUR 32000
9 MISS SHWETA
ORIENTAL BANK OF
COMMERCE- JUPITER
CONVENT HIGH
SCHOOL,SAWARKAR
NAGAR, KHAMLA ,
NAGPUR-440015 HOUSHOLD NAGPUR PUNE
10 MISS ARTI MANWANI
SAI COMPLEX, SHOP NO 5 ,
AMRAVATI ROAD, BHARAT
NAGAR, NAGPUR- 440010 HOUSEHOLD NAGPUR PUNE

Lead Converted
SR NO NAME OF THE CUSTOMER DESIGNATION CONTACT NO ORIGIN DESTINATION
1 DIPIN.M
MANAGER- SOUTH INDIAN BANK,
WARDHMAN NAGAR BRANCH,
NAGPUR
M-9092977403 O-
(0424) 2257547 ERODE NAGPUR
2 PRABIR KUMAR DEY
MANAGER-STATE BANK OF
TRAVANCORE, GANDHIPUTLA
BRANCH, NAGPUR M-07507133114 NAGPUR KOLKATA
3 PARAG BAGDE
CORPORATION BANK WARDHMAN
NAGAR. NAGPUR-440008 9898951360 VALASAR, ANAND(GUJRAT) NAGPUR
Aggrieved Party**
SR.NO PARTY NAME DESIGNATION DOR FROM TO ITEM MISSING
1 MR. SUBBARAO
SENIOR BRANCH MANAGER- INDIAN
OVERSEAS BANK 13-03-2015 MUMBAI NAGPUR GYMING CYCLE
2 MR. DIPIN M
BRANCH MANAGER- SOUTH INDIAN
BANK 20-05-2015 ERODE NAGPUR
3 MR. SATYENDRA PODDAR M- 09545472888 NAGPUR DELHI
4 KALACHAND CHAUDHARY ASST GENERAL MANAGER (CS-ME & I) 01-06-2015(DOP) NAGPUR ORRISA
NOT YET RECEIVED THE
GOODS
5 PRABIR KUMAR DEY
MANAGER-STATE BANK OF
TRAVANCORE, GANDHIPUTLA
BRANCH, NAGPUR 23-06-2015 NAGPUR KOLKATA
**This list has been generated after all the banks and corporate visit was done.
The list includes the people who have availed our service in the month of May and
June.

Introduction to
Customer Satisfaction level study of Agarwal Packers and Movers
Today marketing is seen as an integral part of any organization. It is that part of
managerial activity which is concerned with planning &controlling of the firms
market resources. In the field of marketing, the service &customer satisfaction
assumes a great importance. The success of the organization depends on how well
and fast it meets the customer demands. Service satisfaction helps the company to
create goodwill in the market.
Thus to satisfy customer needs, service satisfaction becomes an inevitable tool for
a company to survive in the competition. Hence it becomes necessary to ensure
that services provided by the company is working efficiently and a healthy
relationship is maintained between the firm and the customers

Data Analysis and Interpretation
The data has been collected through personal interaction with the customers of
Agarwal Packers and Movers ( DRS Group) and telephonic calls were also made
to the respondent who could not be reached out due to geographical distances.
Total No of Respondent = 90
Interpretation:
 From the above data, we can infer that only 7% of Customers of
Agarwal Packers and Movers had an “Excellent” experience
 More than 57% of the Customers of Agarwal Packers and Movers had
“Good” experience while booking.
 31% of the respondent had an “Average” Experience while booking.
 About 3% of respondent had “Bad” experience while booking.
7
52
28
3
0
Q1. Customer's Experience while booking
Excellent
Good
Average
Bad
Poor

Interpretation:
 It can be inferred that only 2% of the respondent had an “Excellent”
experience while Delivery. Whereas,
 About 20% of the respondent had “Good” experience while Delivery.
 26% of the respondent found there experience while Delivery to be
“Average”
 About 18% of the total respondent found their experience while
Delivery to be “Bad”
 Whereas, 34% of the respondent had “Poor” experience while
delivery
 If we combine them more than 50% of the respondents were
dissatisfied at the time of Delivery.
2
18
23
16
31
Q2. Customer's experience while Delivery
Excellent
Good
Average
Bad
Poor

Interpretation:
 About 16% of the respondent found the prices of the services to be
“Very High”
 About 32% of the respondent found the services of APM to be
High
 Whereas more than 52% of the respondent said that they found the
prices of the services to be “Average”
 There were no respondent who said the prices of services were
“Low or Very Low”.
 When combined, we get to know that 48% of the total customers
found the services to be high.
14
29
47
0 0
Q3. Price of the service
Very High
High
Average
Low
Very Low

Interpretation:
 Only 10% of the respondent found the Delivery speed of Agarwal
Packers and Movers to be “Excellent”.
 And approximately 17% of the total respondent found the speed of
Delivery to be “Good”
 Whereas 18% of the respondent found our Delivery Speed to be
“Average”
 Whereas 21% found the speed of Delivery to be “Bad”
 And majority 34% of them said the Delivery speed was “Poor”.
 On combining them we get to know that approx 55% of the respondent
found the delivery speed to be below average.
9
15
16
19
31
Q4. Delivery Speed
Excellent
Good
Average
Bad
Poor

Interpretation:
 10% of the respondent found the order execution speed to be
“Excellent”. Whereas,
 23% of them found the order execution speed to be “Good”
 And, 13% of the total respondent found the order execution
speed to be “Average”
 Whereas 26% of the respondent said the execution speed was
“Bad”
 Moreover 28% of them found the order execution speed to be
“Poor”
9
21
12
23
25
Q5. Order Execution speed
Excellent
Good
Average
Bad
Poor

Interpretations:
 From the above data it can be inferred that 3% of the total respondent
rated the accuracy of our document processing a d i oici g as E celle t
 More than 54% of the total respondent rated the accuracy of our document
processing and invoicing as Good
 36% of total respondent rated the accuracy of our document processing
a d i oici g as A erage
 Only 4% and 2% of the total respondent rated our document processing
a d i oici g as Bad a d Poor respecti el .
3
49
32
4 2
Q6. Accuracy of our document processing and Invoicing
Excellent
Good
Average
Bad
Poor

Interpretation:
 About 2% of the respondents rated APM as “excellent” when compared to
other packer and movers.
 Approximately 28% of the respondent found the APM to be “Good” when
compared to other packer and movers
 About 38% of the total respondent rated APM as “similar” to other packers
and movers.
 21% of the respondent rated APM as “Bad” when compared to other packers
and movers.
 Lastly 11% rated APM as “Poor” when compared to other packers and
movers.
2
25
34
19
10
Q7. How will you rate APM in comparison to other
Packers and Movers
Excellent
Good
Average
Bad
Poor

Interpretation:
 Nearly 21% of the total respondent strongly disagreed to the statement
“customer representative was very polite”
 Whereas, 34% of the total respondent disagreed to the statement of
“customer representative being Polite”
 And 10% of the total respondent were neutral with the statement.
 Approximately 32% of them agreed to the statement of customer
representative being very polite.
 Whereas only 2% strongly agreed to the above statement.
2
29
9
31
19
Strongly Agree
Agree
Neutral
Disagree
Strongly Disagree
0 5 10 15 20 25 30 35
Q8. a) Customer Service Representative was very
Polite

Interpretation:
 About 26% of the total respondent Strongly Disagreed to the statement
Customer service representative handled my call quickly.
 Whereas 36% of them disagreed on the statement Customer service
representative handled my call quickly.
 Also 17% were neutral with the statement.
 Of the total responses collected, 21% of them agreed to the statement that
Customer service representative handled my call quickly.
 And only 1% of them strongly agreed to the statement above
1
19
15
32
23
Strongly Agree
Agree
Neutral
Disagree
Strongly Disagree
0 5 10 15 20 25 30 35
b) Customer service representative handled my call quickly

Interpretations:
 12% of the total respondent Strongly Disagreed to the statement Customer
Service representative was very Knowledgeable
 About 16% of disagreed to the statement Customer Service representative
was very Knowledgeable
 And approximately 37% of them were neutral with the above statement
 31% of the total respondents agreed to the statement Customer Service
representative was very Knowledgeable
 And only 4% of them Strongly Agreed to the above statement
4
28
33
14
11
Strongly Agree
Agree
Neutral
Disagree
Strongly Disagree
0 5 10 15 20 25 30 35
c) Customer Service Representative was very Knowledgeable

Interpretation:
 More than 58% of the respo de t said NO the ill ot
recommend this company to their friends or relatives.
37
53
Yes No
0
10
20
30
40
50
60
Q9. Will you recommend our brand to your friends or
relatives.

Q10. Overall Satisfaction of the customer
Interpretation:
 From the above data it can be said that only 3% of the total respondent
were extremely satisfied with the service offered by the company
 Whereas 14% of them rated their overall satisfaction as Good
 32% of the total respondent said that their overall satisfaction was
Average
 Whereas 30% and 20% of them rated their overall satisfaction level as
Bad and Poor respectively.
Q11 Are you aware of our new invention “CHAPP VAN”
0
5
10
15
20
25
30
35
Excellent Good Average Bad Poor
3
13
29
27
18
12 78
0 20 40 60 80 100
Yes
No

Analysis:
Formulation of Hypothesis
Null hypothesis: There is no significant relationship between
customers experience while booking and Overall Satisfactions level
Alternate Hypothesis: There is a significant relationship between
Customers experience while booking and Overall Satisfactions level.
Inference: Since the “p” value is greater than .05, we can accept the “Null”
hypothesis and we can conclude that there is no significant relationship between
Customers experience while booking and overall Satisfactions level
Customer Experience while booking * Overall satisfaction level Crosstabulation
Overall satisfaction level of customer Total
1 2 3 4 5
Customers
experience
while
booking
1
Count 0 1 1 0 4 6
Std. Residual -.6 .4 -.6 -1.2 1.9
2
Count 4 8 15 13 15 55
Std. Residual .2 .8 -.5 -.1 .1
3
Count 2 0 10 9 5 26
Std. Residual .2 -1.7 .7 1.0 -.7
4
Count 0 1 2 0 0 3
Std. Residual -.4 1.2 1.1 -.9 -.9
Total Count 6 10 28 22 24 90
Chi-Square Tests (Table 1)
Value Df Asymp. Sig. (2-
sided)
Pearson Chi-Square 16.239a
12 .181
Likelihood Ratio 20.801 12 .053
Linear-by-Linear Association 1.194 1 .274
N of Valid Cases 90
a. 13 cells (65.0%) have expected count less than 5. The minimum expected count is .20.

Correlations (Table 2)
Experience
while booking
Overall
satisfaction
level
1
Pearson Correlation 1 -.116
Sig. (2-tailed) .277
N 90 90
12
Pearson Correlation -.116 1
N 90 90
Inference:
Since the value of correlation is -.116. We can conclude that there is no correlation
between Customers experience while booking and Overall Satisfactions level
Accept Null Hypothesis

Hypothesis Formulation No 2
Null Hypothesis: There is no significant relationship between Price of the service
and overall satisfaction level of a customer
Alternate Hypothesis: There is a significant relationship between Price of the
service and overall satisfaction level of the customer.
Chi-Square Tests
Value Df Asymp. Sig. (2-sided)
Pearson Chi-Square 18.937
a
8 .015
N of Valid Cases 90
Interpretation: Since ‘p’ value is less than .05, we can conclude that there is a
significant relationship between price of the service and overall satisfaction level
of the customer.
Thus, Null hypothesis has to rejected
And Alternate hypothesis is accepted.

Hypothesis Formulation No 3
Null Hypothesis: There is no significant relationship between Delivery time and
Overall satisfaction level
Alternate Hypothesis: There is a significant relationship between Delivery time
and Overall Satisfaction level
Delivery time * Overall satisfaction level Crosstabulation
Overall satisfaction level Total
1 2 3 4 5
Delivery
time
1
Count 6 4 0 0 0 10
Std. Residual 6.5 2.7 -1.8 -1.6 -1.6
2
Count 0 6 8 1 0 15
Std. Residual -1.0 3.4 1.5 -1.4 -2.0
3
Count 0 0 12 2 0 14
Std. Residual -1.0 -1.2 3.7 -.8 -1.9
4
Count 0 0 6 11 1 18
Std. Residual -1.1 -1.4 .2 3.1 -1.7
5
Count 0 0 2 8 23 33
Std. Residual -1.5 -1.9 -2.6 .0 4.8
Total Count 6 10 28 22 24 90
sided)
16 .000
N of Valid Cases 90
a. 21 cells (84.0%) have expected count less than 5. The minimum expected count is
.67.

Delivery time Overall
satisfaction
level
Delivery time
Pearson Correlation 1 .878**
N 90 90
Overall
satisfaction
level
Pearson Correlation .878**
1
N 90 90
**. Correlation is significant at the 0.01 level (2-tailed).
Inference
Since the value of correlation is ‘.878’, we can conclude that there is a significant
relationship between Delivery time and Overall satisfaction level
Therefore we have to reject our null hypothesis
And accept Alternate hypothesis

Hypothesis Formulation no :4
Null Hypothesis: There is no significant relationship between order execution
speed and customer Satisfaction Level
Alternate Hypothesis: There is a significant relationship between Order
execution speed and Customer satisfaction level
Order execution
speed
Overall
satisfaction level
Order
execution
speed
N 90 90
Overall
satisfaction
level
1
N 90 90

Order execution speed * Overall satisfaction level Crosstabulation
Overall satisfaction level Total
1 2 3 4 5
Order
execution
speed
1
Count 0 2 1 0 0 3
Std. Residual -.4 2.9 .0 -.9 -.9
2
Count 4 4 7 8 5 28
Std. Residual 2.5 .5 -.7 .3 -.9
3
Count 0 3 16 6 7 32
Std. Residual -1.2 -.3 1.8 -.8 -.5
4
Count 0 1 2 9 9 21
Std. Residual -1.0 -.9 -1.8 1.6 1.4
5
Count 0 0 3 0 3 6
Std. Residual -.5 -.8 .8 -1.2 1.1
Total Count 4 10 29 23 24 90
sided)
16 .002
N of Valid Cases 90
a. 16 cells (64.0%) have expected count less than 5. The minimum expected
count is .13.
Inference: Since the ‘p’ value is lesser than ‘.05’ we can conclude that there is a
significant relationship between Order Execution speed and Overall
satisfaction level of customer.
Therefore we have to reject null hypothesis
And accept Alternate Hypothesis

Hypothesis formulation No: 5
Null hypothesis: There is no significant relationship between customer service
representative being polite and Overall satisfaction level of a customer.
Alternate Hypothesis: There is a significant relationship between customer
service representative being polite and Overall satisfaction level of a customer.
Inference: Since ‘p’ value is less than .05, we can infer that there is a significant
relationship between both these factors. Therefore reject null hypothesis and accept
alternate hypothesis.
customer service
representative being
polite
Overall
satisfaction level
customer service
representative
being polite
N 90 90
Overall
satisfaction level
1
N 90 90
Value df Asymp. Sig. (2-sided)
12 .000
N of Valid Cases 90

Hypothesis Formulation No: 6
representative handling the call quickly and overall satisfaction level of the
customer
service representative handling the call quickly and overall satisfaction level of
the customer
Inference: since the value of ‘p’ is less than .05 , we can say that there is a
significant relationship between customer service representative handling the call
quickly and overall satisfaction level of customer.
customer service
representative
handling the call
quickly
overall
satisfaction level
customer service
representative
handling the call
quickly
N 90 90
overall satisfaction
level
1
N 90 90
Pearson Chi-Square 32.588
a
12 .001
N of Valid Cases 90

Hypothesis Formulation:7
representative being knowledgeable and overall customer satisfaction.
service representative being knowledgeable and overall customer satisfaction.
Inference:
Since ‘p’ value is more than .05 we can conclude that there is no significant
relationship between customer service representative being knowledgeable and
overall satisfaction level of a customer. So accept Null hypothesis
Customer
representative
being
Knowledgeable
Overall satisfaction
level of customer
Customer
representative being
Knowledgeable
N 90 90
Overall satisfaction
level of customer
1
N 90 90
12 .089
N of Valid Cases 90

Data formed:
Factors affecting overall Satisfaction level of
customer
Chi square “p”
value
Pearson correlation
Customers experience while booking .181 -0.116
Price of the service .015 0.408**
Delivery Time .000 0.878**
Order Execution Speed .002 0.372**
Customer service representative being
polite
.000 0.525**
Customer service representative handling
the call quickly
.001 0.460**
Customer service representative being
knowledgeable
.089 0.331**

Major Findings:
 The major factor that affects the overall satisfaction level of the customer is
the “Delivery Speed” with a ‘p’ value .000
 Next factor that majorly affects the customer satisfaction is “Customer
service representative being polite” with a ‘p’ value .000
 Third factor that affects the satisfaction level of customer is “customer
service representative handling the call quickly with a ‘p’ value .001
 Order execution speed also affects the satisfaction level of customer to an
extent with a ‘p’ value .002
 Price was another factor that affected the overall satisfaction level of the
customer with ‘p’ value of .015
 Customer service representative being Knowledgeable and customers
experience while booking does not affects the overall satisfaction of the
customer. Since their ‘p’ value is greater than .05, we can say that there is no
significant relationship between these factors and overall satisfaction level of
the customer.

Recommendations:
 The company should not overpromise the customer about the
delivery time.
 Company should give an estimate of Delivery time to the customer
after considering the delays. In other words the delivery time should
include the buffer time as more than 50% of the customers rated the
delivery time as “below Average”
 It was found in the research that most of the customer had problem in
locating / tracking their shipment. The company should install On
board GPS, unlike now where Drivers cell phone number is being
given to the customer.
 Company’s new invention “CHAPP VAN” was introduced in the year
2014 but only 13% of the total respondents were aware about this new
invention. Company can redesign its website highlighting this
invention or company should distribute t-shirts to its packers with a
picture of “CHAPP VAN” printed on it.
 Company should train employees in the manner that they want them
to interact with customers. Empower employees to make decisions
that benefit the customer. As there are 55% of the respondent who
were not satisfied with the behavior of the staff.
 Claim settlement procedure should be transparent where customer
should not feel that he is being cheated or overcharged
 Promotional activities should be considered to enhance the business
of Agarwal Packers and Movers .
 The prices of the service offered by Agarwal Packers and Movers is
comparatively high as more than 48% of the customer rated the price
of the service as “above average”.
 In order to sustain in the market with the same prices, the company
should focus on post – sales services like tracking system, claim
settlement time, etc.These factors were the most common in one of
the question which was “In which areas do you think APM needs to
improve” in the questionnaire
 Company should send bulk email to the customer who have availed
the services previously by creating the data base and informing them
about the new inventions and wishing them on festivals and other
occasion.

LIMITATIONS
Though a lot of information was obtained during the research, the study
included quite a number of limitations which proved to be a hindrance
throughout the research.
 Geographical limitation: As the customers of the company are stretched
all over India and Overseas, the responses of some customers were taken
through telephonic conversation and mail.
 Scope of the subject: The topic has a very wide scope. It was not possible
to lengthen the questionnaire as the customers found it difficult to devote
their time to answer the questionnaire.
 Time limit: Time of the study is limited. Due to time limit of study, sample
Size of the project research was small as compared to be required.
 Customer bias regarding information: The data collected cannot be free
from errors, since some of the respondents failed to give correct information.
 Accuracy level : Study of accuracy level totally depends on the
respondent’s response.

Scope for further research:
o Every company needs highly satisfied customer for which it is
important to know the factors affecting customer satisfaction so the
study was involved in finding of these factors.
o Customers are the king in the market. That is the main reason that the
company can’t let the customers to get dissatisfied. If there are any
dissatisfied customers then the company should be aware of that and
remedial measures should be taken, this study involves the searching
of these customers.
o To help the company in taking measures to convert the dis-satisfied
customers into satisfied customers.
Key Learning:
 I get to know the insight of this industry specifically Agarwal
Packers and Movers.
 What all factors are considered while quoting a price
 I get to know the series of activities undertaken by employees
in order to move goods to other place i.e. from Survey to
Delivery and Claim settlement
 I learnt how to correlate the factors that affects the satisfaction
level of the customer with overall satisfaction level of the
customer.
 The same has been applied in the report using a statistical tool
“SPSS”
 One on One communication with the company helped me to
understand this company better

Bibliography:
 Marketing Management- A South Asian perspective 14th
edition
 Marketing Research – An Applied Orientation
 Agarwal Packers and Movers Manual
 Research paper on customer satisfaction level by Dr. D.B. Bagul

Annexure
Dear sir/ a’a
We are Studying the satisfaction level of customers of Agarwal Packer and Movers (DRS Group). Kindly
tell us how did you find our service by answering the questions below.
Name of the Respondent
Address-
Contact No-
E-mail ID-
Q1. Your experience while booking.
Q2. Your experience while delivery.
Q3. Price of the service
Very High High Average Low Very Low
Q4. Delivery speed
Q5. Order Execution

Q6. How will you rate Agarwal packers and Movers in comparison to other companies
Q7. Please rate the customer service representative you spoke with most recently. Please indicate
whether you agree or disagree with following statement.
Strongly Agree Neutral Disagree Strongly
Agree Disagree
Customer Service representative was
Very Polite
Customer service representative handled
My call quickly
Customer service representative was very
Knowledgeable
Q8. Accuracy of our document processing and invoicing
Q9. Will you recommend Agarwal packers and movers to your colleagues or peers
Yes No
Q10. Your overall satisfaction level

Q11. In which areas do you think APM needs to improve
Invoicing Claim Settlement time Response time Delivery Speed Any other
Please Specify
Q12. Any other comments or suggestions. Please Specify.
Q13. Are ou a are of our e i e tio CHAPP VAN
Yes No

A Study On Customer Satisfaction Level Of Agarwal Packers And Movers

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