Mr. J. DANIEL (Reg. No. 1029149) VELTECH MULTITECH DR.RANGARAJAN & DR.SAKUNTHALA ENGINEERING COLLEGE, AVADI.

Feeder vessels is uneconomic for large deep sea container ships to call at multiple small berths /ports to load/discharge a very small number of containers. So small feeder container ships were introduced to run between main terminal and local berths or small ports, moving incoming boxes to their eventual destination and fetching back outbound containers. Feedermax containership 900 TEU, 17.5 knots 133m LOA, 9,200 DWT.

IMPORT CYCLE

EXPORT CYCLE

TDR from Load Port SERVICE PROFILE Vessel related applications to Port/Customs

Sourcing

File Vessel related Export Documents with Port/Customs

Booking Updates to Mktg / Principals on Discharge/ load balance vessel performance

BUSINESS PLAN

Cont / Vessel Arrival notice to Clients

Slot Allocation

VISION

Vessel arrival ETB/ETD notice

Customer Service notification to clients on vessel ETA/ETB/ETD cut off slot confirmation

Filing of EGM

QMS

Filing of IGM Allocation of Space to Clients

On vessel sailing, confirm final loading Principals

Vessel Berthing Time, Data Notification to Market Intelligence Principals

Plan loading Container Discharge

TDR to next port / clients / principals / Invoicing

SLOTS BOOKINGS RATE REQUEST

RATE QUOTE

ALLOCATION OF SLOTS

CONFIRMATION OF SLOTS

LOAD CONFIRMATION

UPDATES REGARDING VESSEL VESSELS CLARIFICATION OF QUERIES

The shipping industry transports cargo through designated sea routes. The global shipping industry is regulated by the international maritime organization. This industry involves huge capital, wide workforce and technology. The process of shipbuilding is also lengthy in terms of time taken and there are many other ancillary industries associated with shipbuilding as suppliers. Shipping industry plays a significant role in the Indian economy as 5% of Indias international trade by volume and 70% by value are seaborne.

To be a premier organization that offers total shipping solutions, by providing high quality innovative services to its customers and stakeholders and to be the market leader and trend-setter in the Indian Sub-continent, Arabian Gulf and South East Asia region.

` ` ` ` ` `

To provide quality and reliable services to our customers at all times To remain committed to excellence To explore and discover new business horizons To provide our people with adequate growth opportunities To achieve each end tempered by quality means To make a constructive contribution to the society at large

` ` ` ` `

Trust and Openness Mutual Respect Quality Excellence Customer Orientation

Orient Express Lines FZCO ` Orient Express Lines (OEL) was launched in 1983 with a mission to provide a reliable common carrier feeder service.
`

Orient Express Lines, which is part of TRANSWORLD GROUP OF COMPANIES, with the international headquarters at Dubai and a regional headquarters at Singapore

Shreyas Shipping and Logistics Ltd.

`

shreyas Shipping and Logistics is India's first and only container feeder owning and operating company. Shreyas used its accumulated experience in operating feeder services to pioneer coastal transshipment services within India thereby connecting Indian ports to each other for the purposes of relaying containerized cargo Shreyas is always looking for new areas of business and is now looking at Greenfield ventures in the areas of Mid-size parcel and domestic logistics

Relay Shipping Agency Ltd.

`

Relay Shipping Agency is established in 1983, which is the part of Transworld Group of Companies. To be a premier organization, which offers total shipping solutions by providing high quality innovative services to its customers Relay Shipping is one of the leading agencies for Orient Express Lines (OEL) and Shreyas Shipping and Logistics Limited

The customer satisfaction level towards Relay shipping is not increasing these days, this is because of increase in competitors and also it may be because of lack of marketing or lack of concentration. So it would be appropriate to identify the customer satisfaction and their requirements to retain the customers towards the Relay feeder service. And also this will helps to increase profit of the company. So if the company rectifies problem in the service it helps to increase the customer satisfaction level and also helps to increase the profit of the company.

PRIMARY OBJECTIVES: ` To analyze the customer satisfaction in feeder service SECONDARY OBJECTIVES: ` To identify the customers expectations.
`

To identify the important parameters for customers retention. To compare the services with the competitors. To suggest measures to retain customers. To prepare SWOT analysis chart.

SCOPE ` Customer satisfaction towards feeder service. ` Expectation of the customers will be the final result. ` It will result in strategies to increase sales. ` It will result in the creation of big success in the feeder. LIMITATIONS
` ` `

There is long delay in receiving questionnaires dully filled in. Since the questionnaire is inelastic. Asking supplementary question is not possible. Some of the respondents did not respond to open-ended questions.

SCUDDER AND HILL (1998): A number of studies or feeder service has been reported in the operation research literature .traditional relies heavily on mathematical modeling in the feeder service. Hanjin Shipping (2000), (President CEO J.W. Park/ www.hanjin.com) launches a dedicated feeder service between Korea and China from June 15. Y.H.V.LUN,K.H.LAI AND T. C.CHENG(2004): Evaluates the container shipping industry, it is imperative to identify the factor that influence the capacity of the industry, explain how these RYAN920040(2005): when demand for shipping capacity in uncertain and significant loads times exist for adding capacity managers of shipping firms must carefully consider their capacity decision . factor effect the container shipping market

The study is based on descriptive research design. This descriptive research was used to get some available techniques and study the drawbacks and this will help to over come the problem occurring in the feeder service

STUDY POPULATION: The study population was Conducted in Chennai to the liners because they are the Customers providing TEUs or laden. There are totally 70 respondents. SAMPLE SIZE: 70. The data has been collected from 70 respondents. The sampling technique used is census.

PRIMARY DATA: It is mainly collected through the questionnaire instrument. QUESTIONNAIRE METHOD: The questionnaire method was used to collect primary data. In this research work I adopted mailed questionnaire method and this method consisting of a list of questions pertaining to the enquiry prepared :

The analysis is done with the percentage analysis, chi-square test and paired sample t-test.

Data analysis and interpretation involves:

`

Looking for patterns in what was said. Putting together what people says at different times. Putting together similar things said by different people

Customer Type Top customer Medium customer Small customer Total

No. of respondents 22 28 20 70

Percent 31 40 29 100

Association Only 1 month 0-3 Month 3-6 Month 6-12 Month 1 Year and Above Total

No. of respondents 8 12 13 15 22 70

Percent 11 17 19 21 32 100

Priority OEL ST.JOHNS BTL XCL FARSHIPPING Total

No. of Respondent 27 15 10 13 5 70

percent 39 21 14 19 O7 100

Type of equipments dry van dry van high cube high cube Reefer boxes Others Total

No. of Respondent 20 11 16 15 03 05 70

percent 29 16 23 21 4 7 100

Average weight/tons <5.0 tons In between 5.0 to 10.0 tons In between 10.0 to 15.0 tons In between 15.0 to 20.0 tons >20.0 tons Total

No. of respondents 20 12 16 18 04 70

Percent 29 17 23 26 5 100

Approximate TEUs <50 TEUs Between 50 to 150 TEUs Between 150 to 250 TEUs Between 250 to 350 TEUs >350 to 500 TEUs Total

No. of respondents 20 18 10 18 4 70

Percent 29 26 14 26 5 100

Expected slot rate 70 $US 70 - 100 $US 100 - 130 $US 130 - 160 $US Above 160 $US Total

No. of respondents 28 15 11 9 9 70

percent 40 29 17 9 5 100

Imco surcharge price 20 $US 20 - 40 $US 40 - 60 $US 60 - 80 $US 80 $ and above 80 $ and above

No. of respondents 30 22 8 5 5 70

Percent 43 31 11 5 5 100

Vessel position updated Phone E-Mail Letter Fax Help Desk Total

No. of respondents 18 42 4 3 3 70

Percent 26 60 6 4 4 100

Gate opening/cut-off through Phone E-Mail Letter Fax Help Desk Total

No. of respondents 18 42 4 3 3 70

Percent 26 60 6 4 4 100

Basis you our feeder service Reliability faster Service Price Responsiveness Good customer service through phone and mails Total

No. of respondents 26 6 10 8 20

Percent 37 9 14 11 28

70

100

Marketing visit Satisfied Very satisfied Dissatisfied Very Dissatisfied None Total

No. of respondents 25 08 18 10 09 70

Percent 36 11 26 14 13 100

Frequency of sales Once in a month Twice in a month Dont need Total

No. of respondents 30 22 18 70

Percent 43 31 26 100

Service needs to be improved Increase Decrease Remain Same Partially increase Dont know Total

No. of respondents 26 04 22 10 08 70

Percent 37 06 31 14 12 100

Kind of service End to end services way-port service Pendulum service Round the world service Butterfly service Total

No. of respondents 15 12 10 25 8 70

Percent 21 18 14 36 11 100

Other port Upper gulf Port klang

No. of respondents 32 16 10

Percent 46 23 14 14 3 100

Laem chabang Others Total

10 02 70

Services Pacific International Line Regional Container Line Samudera XPRESS Container Line Tiger Line Total

No. of respondents 10 8 9 21 22 70

Percent 14 12 13 30 31 100

Feeder service OEL ST.JOHNS FAR SHIPPING TIGER LINE GFL Total

No. of respondents 22 18 12 08 10 70
Percentage

Percent 31 26 18 11 14 100

120 100 80 60 40 20 Percentage

S T .J O H N S F A R S H IP B P E IN N G G A T IG E R L IN E

T O T A L

O E L

G F L

Service Slot rate Transit time Customer service Slot availability Port served Total

No. of respondents 15 10 15 25 5 70

Percent 21 14 21 37 7 100

Service Slot rate Transit time Customer service Slot availability Port served Total

No. of respondents 13 10 09 28 10 70

Percent 19 14 13 40 14 100

Service Slot rate Transit time Customer service Slot availability Port served Total

No. of respondents 26 13 10 10 11 70

Percent 37 19 14 14 16 100

Service Slot rate Transit time Customer service Slot availability Port served Total

No. of respondents 13 14 16 20 07 70

Percent 19 20 22 29 10 100

Service Slot rate Transit time Customer service Slot availability Port served Total

No. of respondents 14 12 09 26 09 70

Percent 20 17 13 37 13 100

Rate our service Good Excellent Fair Average Poor Total

No. of respondents 27 12 07 21 03 70

percent 39 17 10 30 4 100

frequency of sales what type of customers top customer medium customer small customer Total once in a month 18 7 4 29 twice in a month 2 20 15 39 dont need 2 1 1 2

Total 22 28 18 70

Value Pearson Chi-Square Likelihood Ratio Linear-by-Linear Association N of Valid Cases 70 87.516(a) 90.069 41.779

Degrees of freedom 4 4 1

Asymp. Sig. (2-sided) .000 .000 .000

Paired Differences Std. Error Mean 95% Confidence Interval of the Difference Lower Pair 1 overall satisfaction before one year overall satisfaction present year Upper

df

Sig. (2tailed)

Mean

Std. Deviation

4.29

20.926

2.501

-.70

9.28

1.714

69

.091

STRENGTHS: y y y y y y y y Box Service Base support Service Reliability Group image In house Line Ideal Vessel Understandable Principal Office Proven Track

WEEKNESS: y y y y y Losing their advantage Downsizing of swap with APL on Nhava Restriction on loading of DG cargo Absence of their own tonnage Lack of consortium

:OPPORTUNITY:

THREAT: y Losing their captive supporters Scope for more Mainline Service Mlo s targeting GFL tied up with St.johns Lost support from YML More mainline operators

y y y y

To tie up with smile Chennai-Chittagong proposal Scope to increase Mid-Week Vsl call

y y y y y

40% of respondents are medium customer, 31% are top customer and 29% are small customer .it shows tat the medium are more in total respondents. 32% of the respondents are one year and above and 21% are association in between 6 to 12 months .it shows association with one year and above respondents are more than the other. 39% of the respondents are priority to OEL and 21% of the respondents are priority to ST.JHONS. It shows the respondents are mostly priority to OEL and ST.JOHNS is one of the major competitors to OEL. 29% of the respondents are using 20 feet dry van and 23% of the respondents are using 20 feet high cube. It shows that more respondents are using 20 feet dry van.

31% of the respondents are aware of Bengal tiger line30% of the respondents are aware of express container line. It shows that most of respondents are aware xpress and Bengal tiger line. 31% of the respondents expectations fulfill by OEL which ranks first and 26% of the respondents expectation fulfill by ST.JOHNS which ranks second. Based upon their overall expectation they selected the particular feeder service. 37% of the respondents ranks slot availability and 21% of the respondents ranks second for slot rate and customer service. Its shows that even though slot availibity ranks first, if the company increases more slot this will leads to customer retention while compared with competitors. 40% of the respondents rank first for slot availability and 19% of the respondents ranks for slot rate. It shows that slot availability is the major concern for ST.JHONS.

37% of the respondents rank first for slot rate and 19% for transit time. It shows that respondents rank first for slot rate for xpress container line with the competitors. 29% of the respondents rank first for slot availability and 22% of the respondents ranks second for customer service. It shows that slot availability and customer is major factor for FAR shipping. 37% of the respondents ranks first for slot availability and 13% of the respondents rank second for slot rate. It shows that slot availability is the major factor for Bengal tiger line. 39% of the rate our service good and 30% of the respondents rate our service average. It shows that our service is little bit better than others. 39% of the rate our service good and 30% of the respondents rate our service average. It shows that our service is little bit better than others.

If the slot availability increases 500 to 700 then the medium and small customer can also accommodate more TEUs and can export average weight of TEUs per month to Colombo in order to increase sales and to retain customers. The price of the slot has to be more competitive or economical that is 70US$ what the customers expects in order to satisfy them and also to retain them. So slot rate is one of the major concern for the customers satisfaction towards relay services. The IMCO SURCHARGES PRICE has to be compatible that is 20US$ what customer expects in order to retain them and satisfy them. The vessel position and gate opening /cut off is to be informed not only in mail but also through phone also so that the customers will not forget to keep their TEUs or container in the yard at correct time.

Frequency of sales visit require once or twice in a month in order to increase the sales for the company. Sales visit makes the well interaction between the customers and the Company which helps to increase customer satisfaction level. Service to the other ports will also make a positive advantage for customer satisfaction towards the competitors. And this will make the customers not to migrate other feeder service company

Even though Relay being a premier organization, which offers total shipping solutions by providing better services to its customers. Customers satisfaction level is not at all increasing it may be because of increase in competitors and also it may be because of lack of marketing or lack of concentration. This may lead to customers migrate to the other feeder service.

Thus the study concludes that if the availability of slot increases in the feeder vessel, the maximum number of medium and small customers can exist in the same feeder service by exporting more TEUs to Colombo. By updating the vessel position and gate opening and cut-off period through correct means will make the positive advantage to RELAY feeder service. The competitive and economical price of the slot, compatible imco surcharges price, service to the other ports and frequency of sales visit by marketing executive will definitely makes RELAY FEEDER SHIPPING SERVICE as a number 1 feeder service with the competitors and also it will helps to increase in the customer satisfaction and retain the customers .This will help them to increase profit of the company.

THANK YOU