AN EVALUATION OF CUSTOMER EXPERIENCE WITH LOGISTICS SERVICES IN CHENNAI

Abstract

The increasing involvement of the government in the economy, rising living standards, and growing competition have transformed the Indian business environment from a seller’s market to a buyer’s market. With increasing buyer awareness and market competition, studying consumer behaviour has become essential to meet customer needs effectively. This project employs descriptive research to collect data through primary and secondary research methods. Fresh data is gathered and compared with past trends in the logistics industry. A structured questionnaire is used as a data collection tool, with respondents randomly selected from Airex India's customer list in Chennai. Research questions are designed to assess customer perceptions of the company’s logistics services. Secondary data is sourced from the internet, magazines, and newspapers for additional insights. A sample size of 120 respondents is analyzed using inferential techniques such as the Chi-square test, ANOVA, correlation, and reliability analysis. The study's findings indicate positive results, demonstrating customer satisfaction and loyalty toward Airex India.

Here are some relevant keywords for your study:(Customer Experience, Logistics Services, Consumer Behaviour, Customer Satisfaction, Service Quality)