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CUSTOMER SATISFACTION AND LOYALTY IN LOGISTICS SERVICES @ DHL EXPRESS (I) PVT LTD

A PROJECT REPORT

Submitted in Partial fulfillment of the degree of requirement for the award of

MASTER OF BUSINESS ADMISTRATION
(Marketing & HR)

Submitted by
GAURAB DUTTA
Registration No: P07BA126

Under the guidance of
Dr. S. Lalitha
Prof. in Management Studies

BHARATH UNIVERSITY
SCHOOL OF MANAGEMENT STUDIES
Chennai 600073
India
May 2009

School of Management Studies
173, Agaram Road, Selaiyur, CHENNAI 600 073
Ph: 044-22290125, 22290742; Telefax: 044-22293886 Web: www.bharathuniv.com; Mobile 09380408052

CERTIFICATE

This is to Certify that the Project report on “CUSTOMER SATISFACTION AND LOYALTY IN LOGISTICS SERVICES @ DHL EXPRESS (I) PVT LTD” is a bonafide work and submitted by Mr. Gaurab Dutta in partial fulfillment of the degree of Master of Business Administration, School of Management Studies, Bharath University, during 2007–2009.

This certificate is issued based on the declaration by the candidate.

Dr. S. Lalitha Prof. N. M. Jaffer (Project Guide) (HOD)

Project Report evaluated & Viva Voice held on …………….

INTERNAL EXAMINER EXTERNAL EXAMINER

DECLARATION BY CANDIDATE

I declare that this project work on “CUSTOMER SATISFACTION AND LOYALTY IN LOGISTICS SERVICES @ DHL EXPRESS (I) PVT LTD” is a bonafide work done and submitted by me and the research work was carried out under the guidance of Mr. Rajkumar Krishnan, Clearance Supervisor, DHL Express (I) Pvt. Ltd. and under overall supervision of Dr. S. Lalitha, Professor, School of Management Studies, Bharath University.

I further declare that this Project Report does not form of any other project reports or dissertations on the basis of which a degree was awarded or conferred on an earlier occasion on me or any other candidate.

Place: Chennai

Date: Gaurab Dutta

ACKNOWLEDGEMENT

I express my deep sense of gratitude to our beloved chairman Dr. S. Jagathrakshagan for giving me a wonderful opportunity for doing Master of Business Administration in this esteemed institution

I wish to place my deep sense of gratitude to Mr. Rajkumar Krishnan, Clearance Supervisor, DHL Express (I) Pvt. Ltd. For his valuable guidance throughout the project.

Foremost, I would like to thank Dr. N. M. Jaffer, HOD, School Of Management Studies, Bharath University, for his intensity and focus on technical aspects and for taking all efforts to make my journey smooth on the information technology super highway. It is a privilege to have him as our faculty.

I consider it a great privilege to be under the guidance of Dr. S. Lalitha, Professor, School of Management Studies, Bharath University. The contribution and significant role played by her help me in preparation and submission of project report in time.

I gratefully acknowledge the team of staff members in M.B.A department for helping me in all aspects and giving their valuable ideas for making my project efficient and effective. Last but not the least I would like to thank my parents and friends for their valuable support and encouragement through out the course of the project.

Gaurab Dutta

CONTENTS

|Chapters |Page No. | |1. Introduction |1 | |2. Company Profile |15 | |3. Review of Literature...
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