1.

1OVERVIEW OF TRANSPORTATION INDUSTRY

The transportation industry plays a vital role in the global economy, enabling the
movement of goods and people from one place to another. It includes a wide range of
sub-sectors, such as road, rail, air and sea transport, as well as logistics and warehousing.
One of the greatest challenges facing the transportation sector is the need to reduce its
impact on the environment. Transportation is a major contributor to greenhouse gas
emissions, and there is increasing pressure on the sector to adopt more sustainable
practices. This can include investing in electric and hybrid vehicles, using alternative
fuels, and improving the efficiency of logistics and supply chains.
Another key trend in the transportation industry is the increasing use of technology. This
includes the adoption of fleet management software to optimize routes and schedules, as
well as the use of drones and autonomous vehicles. These technologies can improve
safety, reduce costs and increase efficiency.
In recent years, the transportation industry has also faced a number of regulatory
challenges. Governments around the world are implementing stricter safety regulations,
as well as rules around emissions and other environmental issues. These regulations can
be a burden to the industry, but they also create opportunities for companies that can
demonstrate compliance and sustainability.
The trucking industry is one of the major players in the transportation industry. Trucking
accounts for a significant portion of freight transportation in the United States and around
the world. It is a competitive industry, with many large and small companies vying for
business. The rise of e-commerce has increased the demand for trucking services, and
companies are investing in technology and training to improve the efficiency and safety
of their operations.
The rail sector is another important player in the transportation industry. Rail
transportation is often more environmentally friendly and energy efficient than other
modes of transportation, and can be a cost-effective way to move large quantities of
goods over long distances. However, the rail industry faces challenges, including the need
for infrastructure upgrades and competition from other modes.
The air transportation industry is vital to the global economy, enabling the rapid
movement of people and goods around the world. In recent years, the industry has faced a
number of challenges, including rising fuel costs, safety concerns and competition from

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 other modes of transportation. However, the industry is also investing in new
technologies, such as biofuels and electric aircraft, to reduce its environmental impact and
improve efficiency.
The shipping industry is another key player in the global transportation sector. It plays an
essential role in the movement of goods, particularly in the international trade of bulk
commodities such as oil, coal and grain. The industry faces a number of challenges,
including rising fuel prices, overcapacity and the need to comply with increasingly
stringent environmental regulations.
The logistics and warehousing industry are also an important part of the transportation
sector. It involves the movement and storage of goods, as well as the coordination of
supply chains. The industry faces a number of challenges, including rising labour costs,
the need to improve efficiency and sustainability, and the increasing use of automation
and technology.
Overall, the transportation industry faces a number of challenges and opportunities. The
adoption of technology and the need to reduce environmental impact are key trends, and
companies that can adapt to these changes will be well positioned for future success.

1.1.1 HISTORY OF TRANSPORTATION INDUSTRY:

To understand how transportation has evolved over time, it is crucial to know the timeline of
the history of transportation.

 4000 BC – Domesticated Horses and Camels were used as means of transportation.

 3500 BC – Fixed wheels on carts came up.
 3500 BC – Usage of Boat was seen.
 2000 BC – Chariot came up in the scene.
 312 BC – Paved Road building was initiated by Romans.
 1044 AD – Compass was invented in China.
 1662 AD – horse-drawn public bus came up.
 1783 AD – Hot air balloon came up.
 1801 – Steam load locomotive came up.
 1814 – The steam-powered train was invented.
 1816 - Primitive bicycle was made.
 1900 – Airship was invented

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  1904 – First motor-driven airplane was made
 1947 – The supersonic flight was invented.
 1957 – Man-made satellite, Sputnik 1 was launched

1.1.2 EVOLUTION OF TRANSPORTATION IN THE WORLD:

By the timeline, it is clear that the evolution of transportation took baby steps to reach the
present scenario. Starting from foot, humans survived by adopting various living conditions.
Rearing of animals not only helped in basic needs but also helped as a means of
transportation. Then came up the invention of the wheels which made the drastic shift in the
arena of transportation. Carts and chariots came up at full pace making travel ease decreasing
the time than before. This decrease in time span made flourishment of trade and commerce
giving a sign of progress to the man. The invention of the wheel made thus the flourishment
of land transport. After this, there was no turning back, and the man started to pave his way to
water and air too.

Logs and tree trunks were used to make boats and rafts due to
their floating tendency. As humans made their way towards the water, they now started to
traverse around the world. Due to geographic conditions, it is evident that all subcontinents
are interconnected by water. And the curiosity to know the unknown has fostered the water
means of transport more dominant. With the passage of time with technological development,
human tried their hand at air transportation. This made starting of air transport. By the time
from air balloons to airplanes to satellites, all have helped in transportation one or the other
way. Air transport turned out to be the most time-saving means of transport giving a luxurious
way to travel. With the flourishment of all these means of transport then came up the need to
polish its aids. Improvement in roads from kaccha rods with straws moved to pukka roads
with cement and other concrete materials. To foster the water means of transport, humans
started to use boats with specific style shapes and tools. And in the same way, technological
advancement helped to make travel via air more feasible.

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1.1.3 TYPES OF TRANSPORTATION

By the above elucidation of the history of transportation, it is clear that there are broadly
three types of transportation -

 Land transportation – The movement of something or someone from one place to

another on land is known as land transportation. Example - Car, Cart, Bicycle, Train,
 Water Transportation – The movement of something or someone from one place to
another via water means is known as water transportation. Example - Boats, Ships,
Submarines
 Air Transportation – The movement of something or someone from one place to
another via air is known as air transportation. Example- Airplane, Helicopter,
Spacecraft, satellite.

1.1.4 PROCESS OF TRANSPORTATION:

These are the five most common Transportation processes: procurement, storage, inventory
management, order picking and dispatch and transport and delivery of goods.

1) Procurement
The purpose of procurement is to supply raw materials or goods to a Transportation centre,
manufacturing centre or point of sale in order to properly conduct business (production,
distribution or sale). Having a well-organised and coordinated facility is a must for managing
procurement in a way that is efficient and profitable. Companies that incorporate a warehouse
management system (WMS) into their Transportation processes can organise their stock
levels based on their sourcing strategy.

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2) Storage
Storage covers the activities related to properly storing, protecting and preserving goods for
the required period of time. To carry out this activity, the company must choose the storage
system that best suits its Transportation needs, taking into account the layout of the
facility and the characteristics of the goods themselves. It’s essential to choose the right
number and type of handling equipment to handle the products because the throughput of the
warehouse depends on it.

Automation and digitisation have become the best allies when it comes to optimising the
storage of goods. Companies use automated solutions such as stacker cranes, conveyors,
electrified monorail systems and transfer cars, among others, to increase productivity and
minimise errors.
3) Inventory management
Another relevant Transportation process is inventory control to determine the amount of
stock and the timing of supplies to meet customer requirements. Efficient stock
management has a direct impact on the throughput of the operations involved in the
Transportation process and reduces exposure to overstocking or stockouts.

To track the goods accurately and efficiently, it’s advisable to install a warehouse
management system (WMS). This software allows organisations to control in real time the
resources available in their facilities, know the exact location of each item, supervise product
entries and exits and anticipate exactly when the goods will be sold out. To do so, the WMS
identifies and records the products the moment they arrive at the warehouse. It then assigns
them a location based on the needs of the business (slotting). As a result, products are
fully traceable.

4) Order picking and dispatch

Order processing involves packaging the products requested by customers so that they can be
dispatched at minimum cost and in the shortest possible time. Together with transport,
this Transportation process has the greatest influence on final customer satisfaction —
good service is only possible if orders are delivered on time and without errors.
Picking and dispatch operations comprise various activities. These include operator travel
around the warehouse, the removal of products from the racks, goods sortation
and consolidation, packaging and lorry loading.

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Orders can be sent to end customers, manufacturing centres or other company facilities and
stores. Employing a WMS is essential to report every new order that enters the system,
thereby ensuring agile deliveries and eliminating the margin of error in picking. The software
can be connected to picking assistance devices — i.e., pick/put-to-light or voice-picking
devices — to optimise operations.

5) transport and delivery of goods

Last-mile delivery — the final leg of the goods delivery process — is one of the main
challenges in Transportation. Products must overcome numerous obstacles from the time they
leave the distribution centre until they reach their final destination. Optimising transport
and delivery costs can be key to achieving efficient processes and differentiating yourself
from the competition.

At this Transportation stage, ecommerce companies usually work with one or more
transport agencies. To avoid delays and failures that can lead to customer complaints and
ultimately slow business growth, companies must coordinate packaging and labelling
processes with freight forwarders.

1.2COMPANY OVERVIEW

1.2.1 ABOUT COMPANY

Jammu and Srinagar roadways is an organization which provides transportation service for
moving goods in the norther region of India including Delhi, Haryana, Punjab, Himachal

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Pradesh, Jammu and Kashmir. They have wide range of services that they provide at an
affordable price. Jammu and Srinagar roadways transport small package, medium size parcels
and heavy parcels at a cost-effective price in a short span of time period they have a network
of 80 trucks and drivers which delivers the parcel at the promised time. They have
experienced worker and driver which delivers the parcel securely and safely to the
destination. The organization was established in 1988 and the current representative of the
company are shiv Kumar and Amit Kumar who work hard to make the organization more
popular and increase the profit of the Jammu and Srinagar roadways.

1.2.2 HISTORY

This company was launched in 1988 by in Delhi, India. This company basically operates in
Business Services market segment in which they provide transportation services to different
business and individuals so that they can easily transport their goods from one place to
another. Jammu and Srinagar roadways has a wide base of transportation network through
which Jammu and Srinagar Roadways operates their transportation services for their clients.

Headquarters 1st floor, BG-295, Sanjay Ghani Transport

Nagar Delhi,110042
Sector Transportation
Founder Shiv Kumar
Valuations Unknown
Total Funding Raised Nill
Revenue Unknown

1.2.3 BUSINESS MODEL

The business model is all about the one stop solution provider for business and individuals’
requirements to transport their goods from one place to another easily. They have a
comprehensive range marketing campaigns for all types of businesses and individuals.

Jammu and Srinagar Roadways provides different transportation services such as:

● Small package: - Small package" shipping refers to lightweight parcels – specifically

boxes or envelopes that weigh less than 150 pounds. Seems simple enough, right?

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 ● Less than Truckload: - Less-than-truckload, also known as less-than-load (LTL), is a

shipping service for relatively small loads or quantities of freight—between 150 and
15,000 pounds.

● Truckload: - Typically, freight is transported in trailers that are 48 to 53 feet long.

These trailers can hold around 45 pallets or up to 43,000 pounds of goods. The freight
needs to occupy more than half and up to a full capacity trailer to be considered a
truckload.

● Fleet Acquisition: - Fleet acquisition plays a pivotal role in the success of businesses

that rely on a fleet of vehicles to carry out their operations. It involves the process of
acquiring, managing, and maintaining a fleet of vehicles, encompassing various stages
from dealer stock selection to resale.

● Dedicated Contract Carriage: - Dedicated Contract Carriage refers to a service where

shippers can pay a flat rate per truck and choose the length of time for which they can
secure vehicles (one day, one week, a month), depending on their needs.

● Intermodal: - Intermodal shipping refers to moving freight by two or more modes of

transportation. By loading cargo into intermodal containers, shipments can move

seamlessly between trucks, trains and cargo ships. Intermodal shipments typically fall
into one of two categories: international intermodal or domestic intermodal.

● Final Mile: - The final mile delivery, also known as last mile delivery, is the last step

of the product's journey. It is the point at which the good is finally delivered to the end
customer—i.e. the consignee.

1.2.4 CLIENTS OF JAMMU AND SRINAGAR ROADWAYS

Over the years, JAMMU AND SRINAGAR ROADWAYS has earned its revenue (which was
confidential) through various projects of various clients.

1.2.5 COMPETITORS

JAMMU AND SRINAGAR ROADWAYS competes with the following competitors:

 Transport Corporation of India (TCI) Express

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TCI XPS was established in 1996 as one of the foremost divisions of Transport Corporation
of India (TCI), India’s most admired logistics company. Today TCI XPS has been hived off
to become TCI EXPRESS LIMITED, an independent company listed with stock exchanges
of India. Here the focus is very clearly on express cargo distribution with greater emphasis on
the burgeoning e-commerce business. We specialize in offering time definite solutions. We
are the only express cargo company in India having our own set up across India reinforced
with a team of over 3500+ professionals and more than 40000 pickup and delivery locations.

 Blue Dart Express

Blue Dart Express Ltd., South Asia's premier express air, integrated transportation &
distribution company, offers secure and reliable delivery of consignments to over 55,400+
locations in India. Blue Dart is a provider of choice for its stakeholders due to its customer
centric approach and aims to further strengthen this partnership. As part of DHL Group’s
DHL eCommerce division, Blue Dart accesses the largest and most comprehensive express
and logistics network worldwide, covering over 220 countries and territories, and offers an
entire spectrum of distribution services including air express, freight forwarding, supply
chain solutions, customs clearance etc. The Blue Dart team drives market leadership through
its motivated people, dedicated air and ground capacity, cutting-edge technology, wide range
of innovative, vertical specific products and value-added services to deliver unmatched
standards of service quality to its customers. Blue Dart's market leadership is further
validated by its position as the nation’s most innovative and awarded express logistics
company for exhibiting reliability, superior brand experience and sustainability which include
recognition as one of ‘India's Best Companies to Work For’ by The Great Place to Work®
Institute, India, ranked amongst ‘Best Multinational Workplaces in Asia’ by The Great Place
to Work® Institute, Asia, voted a ‘Super brand’ and ‘Reader’s Digest Most Trusted Brand’,

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listed as one of Fortune 500’s ‘India's Largest Corporations’ and Forbes ‘India's Super 50
Companies’ to name a few. Blue Dart’s Diversity and Inclusion initiatives have also led to it
being recognized as one of India’s ‘Best Workplaces for Women’ in 2021 and ‘Best
Organizations for Women’ in 2022 by the Economic Times.

 GATI

Gati Limited is one of India’s premier Express Distribution and Supply Chain Management
companies, committed to delighting customers with seamless, end-to-end logistics solutions
backed by future-ready digital tools and technology. Founded in 1989, with renowned
expertise in surface and air express as well as customized solutions for retail and MSME
sectors, Gati gives businesses the added advantage of an unmatched network. Gati’s coverage
spans the whole of India, bolstering businesses with access to more than 19,800 PIN Codes
and 735 of India’s 739 districts. After strategically acquiring Gati in 2020, All cargo
Logistics is now the promoter and the single largest shareholder of Gati. As part of All cargo
Group, Gati is uniquely equipped to offer truly end-to-end integrated logistics with services
across diverse verticals that include International Supply Chain, CFS-ICD, Contract
Logistics, Logistics Parks, and more. Further, businesses aspiring to broaden their horizons
can tap into a global network operating in 180 countries. With a digital-first approach,
plethora of tools like digital payment modes, enterprise-wide ERP systems, Gati Genie
chatbot on WhatsApp, etc. Gati looks ahead to delighting customers and enabling swift, safe
and timely deliveries, every single time. As a responsible corporate citizen, Gati is conscious
of its environmental impact and abides by its core value of ‘Care for Environment and
Society’ to adhere to world-class Environmental Social and Governance (ESG) standards and
contribute to a better world.

 SAFEXPRESS

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Safexpress is India’s largest logistics and supply chain services company, offering a complete
spectrum of logistics services including Express Distribution, 3LP & Consulting to more than
5000 customers through specially crafted, value-added express distribution services. With its
expertise to understand & meet diverse customer requirements across different industries, its
customer base belong to business verticals spanning from Healthcare to Automotive, Hi-Tech
to FMGC & consumer electronics, Apparels & lifestyle to Engineering, Books & periodicals
and Alliance Partner Management.

 MAHINDRA LOGISTICS

We believe that the success of a company lies in the success of its employees. We focus on
igniting success for our employees by empowering them to deliver, be customer centric, build
their capabilities & skillsets and develop a growth mindset. Fuelled with passion to ignite
success for our customers, we simplify the complexity of delivering excellence and promises
on time every time. Our solutions are tailor made to meet the unique needs of our supply
chain and people mobility customers.

1.2.6 SWOT ANALYSIS OF JAMMU AND SRINAGAR ROADWAYS

STRENGTHS WEAKNESSES

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 Wide network  Insufficient training
 24x7 Availability  Changes in technology
 Diverse portfolio  Establishing new SCM
 Cutting-edge technologies  Huge operational costs
 The advantage of business alliance  Labor-intensive industry
 Damage in transportation
 Market share is decreasing
 Minimal expenditure on CFS
THREAT OPPORTUNITIES

 Political unrest  Diversifications

 Increasing fuel rates  Increase in trade
 Currency fluctuations  Acquisition synergies
 International competition  Use digital marketing
 Country-specific regulations  Making system faster
 Investment in technology
 Increase in cross-border trade
 Consolidate position in the
market

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2. CUSTOMER SATISFACTION

Customer satisfaction (often abbreviated as CSAT) is a term frequently used in marketing. It

is a measure of how products and services supplied by a company meet or surpass customer
expectation. Customer satisfaction is defined as “the number of customers, or percentage of
total customers, whose reported experience with a firm, its products, or its services (ratings)
exceeds specified satisfaction goals”. Customers play an important role and are essential in
keeping a product or service relevant; it is, therefore, in the best interest of the business to
ensure customer satisfaction and build customer loyalty.

The Marketing Accountability Standards Board (MASB) endorses the definitions, purposes,
and measures that appear in Marketing Metrics as part of its ongoing Common Language in
Marketing Project. In a survey of nearly 200 senior marketing managers, 71 percent
responded that they found a customer satisfaction metric very useful in managing and
monitoring their businesses. Customer satisfaction is viewed as a key performance indicator
within business and is often part of a Balanced Scorecard. In a competitive marketplace
where businesses compete for customers, customer satisfaction is seen as a major
differentiator and increasingly has become an important element of business strategy.

Customer satisfaction is crucial to the success of your business. No matter how innovative
your product or competitive your pricing, if your customers are ultimately unhappy, they’re
not going to stick around.

2.1 IMPORTANCE OF CUSTOMER SATISFACTION

Customer satisfaction is important because it means your customer base likes what you are
doing. Research shows that customer satisfaction leads to greater customer retention, higher
lifetime value and a stronger brand reputation. Below are the reasons customer satisfaction
being important.

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It drives customer loyalty
Satisfied customers tend to share their positive experiences with friends and family. But the
opposite is also true: An unhappy customer tells more people about their negative experiences
than a happy customer does.

Social media makes social proof more powerful than ever before, with 79 percent of people
in the United States using social media to connect and share their experiences. Today, a
customer can easily share feedback on a bad experience with millions of people with a single
click (so make sure that review is going to be a positive one).

You are more likely to gain positive referrals if you use customer feedback to priorities top-
of-the line service. For example, our report found that 89 percent of people think quick
responses are important when deciding which company to buy from. If you want to improve
your company’s response time to support that data, you might incorporate AI technology, like
our AI-powered Answer Bot, to send prompt responses.

Customer satisfaction metrics support team’s performance

Customer satisfaction benchmarks and metrics do not just help you gauge how happy your
audience is—they also tell you how your support team is doing. Use a variety of team metrics
to understand customer satisfaction levels:

Your support team’s initial response time: In our customer experience report, the #1 most
frustrating part of bad service was long waiting times. Faster support team response times not
only lower customer frustration, but also give you a measure of your team’s speed and
efficiency.

The length of time it takes your team to resolve a customer issue: If it is taking your team
hours to resolve issues that could be dealt with quickly, it might be time to tweak your
internal processes. Do not just strive to respond quickly—resolve quickly, too.

How many times a ticket or call required a transfer to find a resolution: Few things are more
frustrating than having to wait to be transferred to a new agent and repeat your issue to get
your request completed. If transfer occurrence drops, customer satisfaction should rise.
Considering our study found that the aspect for good customer service was quick issue
resolution, your team’s efficiency in these areas says a lot about customer satisfaction. Our
built-in analytics function is a great way to observe how well your support team serves

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customers historically and in real time. With the help of AI, teams can even predict customer
satisfaction during a conversation—before a customer takes a survey.

It encourages repeat purchases

A satisfied customer is a loyal customer, who will stick with your company year after year.
So, how do you get those repeat customers? By hitting your customer support efforts out of
the park. Our trends report agrees: 57 percent of consumers say excellent customer service is
a factor in their brand loyalty.

It increases customer lifetime value

75 percent of customers are willing to spend more to buy from companies that give them a
good customer experience, according to our Trends Report. Satisfied customers are not only
more likely to remain loyal and less likely to churn, they are also more likely to spend more
money with your business. Customer satisfaction IN fact, during the first 6 months of the
COVID-19 pandemic, those companies that had the highest CSAT scores were 8.7x more
likely to have significantly grown customer Spenser

It boosts new customer acquisition

At the onset of the pandemic, companies with the most satisfied customers were also 3.3x
more likely to have grown their customer bases. Customer service is not just important for
supporting existing customers, it is also key to bringing in potential customers and supporting
them when they reach out. If a prospect does not have a positive experience when they
interact with your support team, they will be less likely to purchase. The main difference
between service today and service 10 years ago is that customers expect premium service to
be built-in from the first sales or marketing interaction and carry through to the moment they
ask for help, post-purchase and back again. To position themselves for success, businesses
must integrate service into the journey at every interaction point.

2.2 WAYS TO ACHIEVE CUSTOMER SATISFACTION

The benefits of focusing on customer satisfaction are clear. But actually, making customers
happy can take some trial and error. The key is persistence. Always aim to go above and
beyond for customers, and lean on other departments to help boost your customer experience.

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Become obsessed with customer feedback
Become a student of your customer feedback. Do not just collect it: Analyse it and apply it to
what your customers are saying. Commit to learning about buyers’ pain points and then make
a plan to alleviate them in ways that set you apart from competitors.

Create a sense of convenience

The most successful physical stores are all about buyer convenience. Customers enjoy places
with flexible hours that fit their schedules. Think of the success Walmart, 24-hour drug stores
and gas stations have with that model. We are also more likely to shop at places close to us.

To build the same sense of convenience as a brick-and-mortar store online, you need to have
a digital presence on the platforms and services your customers already use. Use SEO-
optimized blog posts and social content to be front and centre in Google searches and social
media feeds. And make a point to be easily accessible for support questions on your
customers’ channels of choice. Offering support via messaging apps (like WhatsApp, Twitter
and Facebook) helps businesses create that same sense of 24-hour availability. These are the
same channels customers use to interact with friends and family, so it gives you a chance to
meet them where they already are.

You should also offer opportunities for customers to help themselves. Many customers prefer
the hands-off convenience of a knowledge base, where they can search for information
without having to interact with customer support reps.

Deliver fast responses

Pre-written responses ensure agents do not have to write common answers repeatedly
Messaging channels enable agents to help more customers at once because they are
asynchronous. In fact, support teams that have the fastest resolution times are 42 percent
more likely to be messaging with their customers. AI-powered bots can intercept would-be
tickets when agents are off the cockboats can also gather details upfront, such as city or
account type, before an agent takes over

Make customer satisfaction a company-wide focus

To improve overall customer satisfaction, you have to put time and effort into a business
strategy that puts customers first. Using a tool like the balanced scorecard is a great first step.
The balanced scorecard guides companies in thinking about their operations from four
different perspectives:

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 • Financial
• Internal business
• Customer
• Innovation and learning

It also helps companies consider how all their activities are working toward the goal of high
customer satisfaction. The balanced scorecard is just one way to incorporate customer
satisfaction into company goals. You can (and should) incorporate customer satisfaction into
your company mission and value proposition, too. That keeps it top-of-mind with every
employee, regardless of their position.

Lead with empathy

If there is one thing the pandemic taught us, it’s that empathy is an essential skill for support
professionals— it is even more valuable than customer service experience. In fact, nearly half
of customers want to interact with an empathetic customer service representative. Support
leaders can provide empathy training, but it is also a good idea to hire support reps who can
already put themselves in an angry customer’s shoes and communicate that understanding to
the customer. Businesses might also consider allowing agents to make exceptions to certain
policies in situations that require empathy.

2.3 CUSTOMER SATISFACTION TOOLS AND SOFTWARE

While agents interact with customers directly, the company has to provide them with tools to
do their jobs well. Customer satisfaction requires a mix of both customer service skills and
the right software. Here is a list of customer satisfaction tools and software:

• Customer service software that makes it easy for customers to reach you on the
channels of their choice
• A ticketing system that makes it easy to manage customer requests and respond to
customers quickly and effectively
• CSAT surveys: With customer service software these can be sent automatically after
every customer service interaction
• Survey tools that integrate with your customer service software, such as Survey
Monkey

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 • Robust customer analytics tools that track customer engagement and support
performance across channels
• An investment in customer satisfaction is an investment in your company’s future

Today’s customers have very high expectations of the companies they choose to do business
with. Facing such high standards, your best shot at growth is to deliver an exceptional
customer experience. But a commitment to customer satisfaction has to go beyond mere good
intentions; you need the right tools to assess your current practices, figure out what your
customers need and chart a path for the future.

Three Cs of Customer Satisfaction

Customer-journey consistency
It’s well understood that companies must continually work to provide customers with
superior service, with each area of the business having clear policies, rules, and supporting
mechanisms to ensure consistency during each interaction. However, few companies can
deliver consistently across customer journeys, even in meeting basic needs.

Simple math illustrates why this is so important in a world of increasingly multichannel,

multitouch customer journeys. Assume a customer interacts six times with a pay-tv company,
starting when he or she undertakes online research into providers and ending when the first
bill is received 30 days after service is installed. Assuming a 95 percent satisfaction rate for
each individual interaction—whether measuring responsiveness, the accuracy of information,
or other factors—even this level of performance means that up to one in four customers will
have a poor experience during the on-boarding journey.

The fact Is that consistency on the most common customer journeys is an important predictor
of overall customer experience and loyalty. Banks, for example, saw an exceptionally strong
correlation between consistency on key customer journeys and overall performance in
customer experience. And when we sent an undercover shopping team to visit 50 bank
branches and contact 50 bank call centres, the analysis was confirmed: for lower-performing
banks, the variability in experience was much higher among a typical bank’s branches than it
was among different banks themselves. Large banks typically faced the greatest challenge.

Emotional consistency

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One of the most illuminating results of our survey was that positive customer experience
emotions—encompassed in a feeling of trust—were the biggest drivers of satisfaction and
loyalty in a majority of industries surveyed. We also found that consistency is particularly
important to forge a relationship of trust with customers: for example, customers trusted
banks that were in the top quartile of delivering consistent customer journeys 30 percent more
than banks in the bottom quartile.

What is also striking is how valuable the consistency-driven emotional connection is for
customer loyalty. For bank customers, “a brand I feel close to” and “a brand that I can trust”
were the top drivers for bank differentiation on customer experience. In a world where
research suggests that fewer than 30 percent of customers trust most major financial brands,
ensuring consistency on customer journeys to build trust is important for long-term growth.

Communication consistency

A company’s brand is driven by more than the combination of promises made and promises
kept. What’s also critical is ensuring customers recognize the delivery of those promises,
which requires proactively shaping communications and key messages that consistently
highlight delivery as well as themes. Southwest Airlines, for example, has built customer trust
over a long period by consistently delivering on its promise as a no-frills, low-cost airline.
Similarly, Progressive Insurance created an impression among customers that it offered lower
rates than its competitors in the period from 1995 to 2005 and made sure to highlight when it
delivered on that promise. Progressive also shaped how customers interpreted cost reduction
actions such as on-site resolution of auto claims by positioning and reinforcing these actions
as part of a consistent brand promise that it was a responsive, technology-savvy company. In
both cases, customer perceptions of the brands reinforced operational realities. Such brands
generate a reservoir of goodwill and remain resilient on the basis of their consistency over
time in fulfilling promises and their strong, ongoing marketing communications to reinforce
those experiences.

Becoming a company that delivers customer-journey excellence requires many

things to be done well. But we’ve found that there are three priorities. First, take a journey-
based approach. For companies wanting to improve the customer experience as a means of
increasing revenue and reducing costs, executing on customer journeys leads to the best
outcomes. We found that a company’s performance on journeys is 35 percent more predictive
of customer satisfaction and 32 percent more predictive of customer churn than performance

19
on individual touch points. Since a customer journey often touches different parts of the
organization, companies need to rewire themselves to create teams that are responsible for the
end-to-end customer journey across functions. While we know there are an infinite number of
journeys, there are generally three to five that matter most to the customer and the business—
start your improvements there. To track progress, effectiveness, and predict opportunities,
you may need to retool both metrics and analytics to report on journeys, not just touch point
insights.

Second, fix areas where negative experiences are common. Because a single negative
experience has four to five times greater relative impact than a positive one, companies
should focus on reducing poor customer experiences, especially in those areas in which
customers come into contact with the organization most often. For instance, training frontline
service representatives to identify and address specific customer issues through role playing
and script guidelines will go a long way toward engendering deeper customer trust.

2.4 CUSTOMER SATISFACTION IN JAMMU AND SRINAGAR

ROADWAYS

During the period of my internship in JAMMU AND SRINAGAR ROADWAYS I observed

that, the customers are satisfied with the marketing campaigns of JAMMU AND SRINAGAR
ROADWAYS as they are getting leads, downloads & reviews for their applications, websites
& business. JAMMU AND SRINAGAR ROADWAYS provides the same value and
experience to their clients so that every client will came back to them again.

JAMMU AND SRINAGAR ROADWAYS has a wide base of youth connection of about
(10000+) through which JAMMU AND SRINAGAR ROADWAYS runs their marketing
campaigns for their clients so that the customer can their leads, reviews & downloads on an
earlier basis.

Company has different departments for every type of marketing solution so that the customer
can get best service at a single place.

Company majorly focuses on the marketing campaigns so that the client can attract more
consumer for their product and services.

20
3.1 RESEARCH TITLE
The Title of the study is ‘Customer Satisfaction in Jammu and Srinagar Roadways.’

3.2OBJECTIVES

1.1 To know the level of customers satisfaction of JAMMU AND SRINAGAR

ROADWAYS.
1.2 To understand various problem faced by the customers of JAMMU AND SRINAGAR
ROADWAYS.

3.3 RESEARCH DESIGN

‘In this project Descriptive Research Design is used’.

Research design is the framework of research methods and techniques chosen by a researcher
to conduct a study. The design allows researchers to sharpen the research methods suitable for
the subject matter and set up their studies for success.

Descriptive Research Design: In a descriptive composition, a researcher is solely interested in

describing the situation or case under their research study. It is a theory-based design method
created by gathering, analysing, and presenting collected data. This allows a researcher to
provide insights into the why and how of research. Descriptive design helps others better
understand the need for the research. If the problem statement is not clear, you can conduct
exploratory research.

3.3.1 RESEARCH METHODOLOGY

Research is based on a logical and systematic way. The study of the overall question explains
with the help of scientific technique and specific procedures and getting data from customers
and analysing these on logical and scientific tools. The appropriate information is important
to conduct this research so that information collected from customers and some information
collected from online relevant websites.

3.3.2 METHODOLOGY OF DATA COLLECTION

21
Primary Data: The data which is collected by first-hand, specifically for the study of any
research is known as primary data. In this research the data is collected from the customer of
JAMMU AND SRINAGAR ROADWAYS by questionnaire.

Secondary Data: I had been collected from the official website of JAMMU AND
SRINAGAR ROADWAYS and also from another official website.

3.4 DATA SAMPLING

Data sampling is a statistical analysis technique used to select, process, and

analyse a representative subset of a population. It is also used to identify
patterns and extrapolate trends in an overall population. Data sampling plays a
crucial role in determining the validity of an outcome in statistical analysis.

3.4.1 SAMPLE SIZE

It is taken by the 100 customers of the JAMMU AND SRINAGAR ROADWAYS.

3.4.2 TIME FRAME

The duration of the project work in approx. 60 days.

3.5 SAMPLE UNIT

There are 100 unit are taken as sample in the research of the project.

3.6 LIMITATION OF THE STUDY

3.9.1 The sample area and sample size has been limited due to time constraint.
3.9.2Customer (respondents) are reluctant for their feedbacks & opinions, and
authenticity of their statements cannot be verified too.
There must be calculation of error and biasness in the interpretations.

22
4.1 INTERPRETATION OF QUESTIONNAIRE

The Survey is connected through a questionnaire, below is the interpretation for the same.

Q1. How satisfied are you with the services provided by JAMMU AND SRINAGAR
ROADWAYS?

Satisfaction level % of respondent

Very Satisfied 12%
Satisfied 8%
Neutral 37%
Dissatisfied 12%
Very Dissatisfied 7%
No Response 24%

12%
24%
8%
Very Satisfied
Satisfied
Neutral
7% Dissatisfied
Very Dissatis-
fied
No Response
12% 37%

Interpretation: According to the survey 12% of the sample size was very satisfied from
services provided by JAMMU AND SRINAGAR ROADWAYS while 7% of the sample size
was very dissatisfied. 37% of the sample size was neutral about the services provided by
JAMMU AND SRINAGAR ROADWAYS.

23
Q2. How long are you using JAMMU AND SRINAGAR ROADWAYS services?

Time period % of respondent

Less than a month 17%
1-6 months 8%
6-12 months 34%
Over 1 year 14%
No response 27%

17%
27%

8% Less than a month

1-6 months
6-12 months
Over 1 year
14% No response

34%

Interpretation: The survey shows that the 34% of the sample size was using the JAMMU
AND SRINAGAR ROADWAYS services from 6-12 months while 17% of the sample size
was using the services from less than a month whereas 14% of the sample size using the
services for over 1 year.

24
Q3. What impressed you the most about the services provided by JAMMU AND
SRINAGAR ROADWAYS?

Services impressed % of respondent

Service Quality 41%
Price 24%
Customer Service 11%
No Response 24%

25%

41% Service Quality

Price
Customer Service
No Response
11%

24%

Interpretation: Maximum number of sample size was impressed by the service quality of
JAMMU AND SRINAGAR ROADWAYS where as 24% of sample size was impressed by
the pricing of the services and 11% of the sample size was impressed by customer service.

25
Q4. What disappointed you the most about JAMMU AND SRINAGAR ROADWAYS
services?

Services disappointed % of respondent

Service Quality 8%
Price 24%
Customer Service 41%
No Response 27%

8%

27%

24% Quality

Price

Customer Service

No response

41%

Interpretation: This survey shows that the customer service of JAMMU AND SRINAGAR
ROADWAYS disappoints maximum sample size while 8% of sample size was disappointed
by the quality of services provided by JAMMU AND SRINAGAR ROADWAYS.

26
Q5. Have you ever used any other company transportation service?

Services used of other transportation % of respondent

Yes 24%
No 36%
No Response 40%

24%

40%
Yes No

No Response

36%

Interpretation: According to the survey 24% of the sample size used other company service
while 36% has not used any other company services whereas 40% of the sample size does not
respond to this question.

27
Q6. Would you recommend to use JAMMU AND SRINAGAR ROADWAYS services to use
family, friends and colleagues?

Recommend services % of respondent

Yes 25%
No 33%
Maybe 42%

25%

42%

Yes No Maybe

33%

Interpretation: According to the survey 25% of sample size will recommend the JAMMU
AND SRINAGAR ROADWAYS services to their family, friends and colleagues in same field
where 33% says they will not recommend the services provided by JAMMU AND
SRINAGAR ROADWAYS.

28
Q7. Thinking of similar products offered by other companies, how would you compare the
services offered by JAMMU AND SRINAGAR ROADWAYS?

Comparison of services % of respondent

Much better 28%
Somewhat better 14%
About the same 34%
Somewhat worse 16%
Much worse 8%

8%

28%
16%
Much better
Somewhat better
About the same
Somewhat worse
Much worse
14%
34%

Interpretation: According to the survey 34% of sample size thinks that JAMMU AND
SRINAGAR ROADWAYS is offering the similar products which was offered by other
companies whereas 28% of the sample size thinks that they are providing better service than
other companies. 16% of sample size thinks that they are offer worst services than other
companies.

29
Q8. What do you think can be the weakest point for JAMMU AND SRINAGAR
ROADWAYS?

Weakest point % of respondent

Customer Service 32%
Service Quality 27%
Everything 13%
No Response 28%

28%
32%
Customer Service
Service Quality
Everything
No Response

13%

27%

Interpretation: The survey shows that the weakest point of JAMMU AND SRINAGAR
ROADWAYS is customer service whereas the lower weaker point is service quality of the
service provided by JAMMU AND SRINAGAR ROADWAYS.

30
Q9. In which specific area do you think Jammu and Srinagar Roadways could improve its
services?

Service needs improvement % of respondent

Price 38%
Services 28%
Customer support 34%

34%
38%

28%

Interpretation: The survey shows that 38% of the sample size says that JAMMU AND
SRINAGAR ROADWAYS has to improve its prices of the services provided where as 34%
says that they have to improve their customer support.

31
Q10. Do you plan to continue using by JAMMU AND SRINAGAR ROADWAYS services in
future?

Continue using service % of respondent

Yes 58%
No 14%
May be 26%

28%

Yes No

58%
No response

14%

Interpretation: This survey shows that the 58% of the sample size was planning to use the
services provided by the JAMMU AND SRINAGAR ROADWAYS whereas 14% says that
they will not use the services in future.

32
5.1 FINDINGS

5.1.1 12% Of the sample size are overall very satisfied with the services provided by the
company and also 8% of sample size was also satisfied from the services of Jammu and
Srinagar roadways which shows that a was giving full efforts to make their customer satisfied
by proving services.

5.1.2 17% Of the sample size is using the services provided by Jammu and Srinagar
roadways for less than month where 34% of the customers are using for 6-12months which
27% of the sample size does not responds to question.
5.1.3 41% Of the sample size responds that the service quality of Jammu and Srinagar
roadways impressed them where only 11% of the sample size impressed by the customer
service of Jammu and Srinagar roadways.
5.1.4 24% Of the sample size responds that the price of the services provided by Jammu and
Srinagar roadways disappoints them where 41% responds that the customer services of jamun
and Srinagar roadways disappoints them.
5.1.5 36% Of the sample size never used any other transport company services in their past
where as 24%of the sample size used the other transport company services.
5.1.6 25% Of the sample size are ready to recommend the services provided by Jammu and
Srinagar roadways where as 42% of the sample size are hesitating to recommend the services
provided by Jammu and Srinagar roadways.
5.1.7 34% Of the sample size responds that the services that are offered by Jammu and
Srinagar roadways are similar to the other transport companies where as 28% of the
respondents responds that the services are much better than other companies.
5.1.8 32% Of the sample size responds that the customer services of Jammu and Srinagar
roadways is the weakest point where as 27% of the sample size responds the services quality
of Jammu and Srinagar roadways is the weakest point.
5.1.9 8% Of the customers are not impressed by the quality of customer services provided by
Jammu and Srinagar roadways.

5.1.10 25% Of the respondents are ready to recommend company further in their contacts.
but, 30% are still hesitating to do recommendation as they are not satisfied.

33
5.2 CONCLUSION

Jammu and Srinagar Roadways try their best to serve their customers with quality result of
projects on reasonable price. Although their pricing of some products is not acceptable to
many of the customers but quality of the services overcome it. Customer Support experience
of the customers is also good but for some customers it is not. Projects done by Jammu and
Srinagar Roadways are also in a good is trying their best to overcome all the hurdles. Jammu
and Srinagar Roadways is one of a rising star in transportation industry. Most of the
customers are satisfied with the services offered by Jammu and Srinagar Roadways to them
and that satisfactory reviews of customers helping Jammu and Srinagar Roadways to become
a very reputable company in the industry as a company. Many of the customer of Jammu and
Srinagar Roadways gives a rating between 6-8 on the rating graph of 1-10 which shows that
they are creating a good image in the market and generating goodwill. Jammu and Srinagar
Roadways generates its revenue from all the services which they provide. Some services
generate high revenue and some generates low revenue but truck load generates the highest
revenue among all the services they provide. Their customer service was also good but they
have to improve it because some of the customer have bad experience with customer service
which can create a bad image of Jammu and Srinagar Roadways in market. Most of the
customer are satisfied with the responsiveness of the customer support team but company got
a bad review that they are unable to handle all the doubts of the customer as they are unable
to meet the requirements of all the customers as some customer demands truck load, small
packages delivered in a short time period which was not possible for the company as
company have 80+ drivers and vehicles which transport the packages all across the north
region of India. Some of the Jammu and Srinagar Roadways customer are ready to
recommend the services provided by Jammu and Srinagar Roadways but some of them are
hesitating to recommend the company name to their family and friends as they don’t have
good experience with company. Most of the customer believe that their business has got a
growth after using the transportation services that are provided by Jammu and Srinagar
Roadways. Most of the customer recommend that Jammu and Srinagar Roadways has to
reconsider the prices of the services that they are providing. At the last the overall conclusion
of the report was that the company was doing a great business and creating a positive image
in market.

34
6 SUGGESTIONS

6.1 According to the survey, customers find the pricing a bit high of the products, Jammu and
Srinagar roadways should work on that but without compromising with quality of services.

6.2 The survey also shows that accuracy and time frame of the services were also not
satisfactory for many of the customers. so, they should make it accurate and within the time
frame.

6.3 Jammu and Srinagar roadways should provide feedback forms weather online or offline,
so that they can get the reviews of the customers about the products or services provided by
them. it can help them to make themselves better.

6.4 Jammu and Srinagar roadways have to make some very effective efforts to satisfy the
dissatisfied customers or the customers who are neutral. they need to understand the need of
customers.

6.5 Projects done by Jammu and Srinagar roadways is very good but a bit slow according to
survey.

35
 BIBLOGRAPHY

Books:

● Robert Cialdini, Influence: The Psychology of Persuasion, Harper Business, 2021.

● Seth Godin, this is Marketing: You Can't Be Seen Until You Learn to See, Portfolio

Penguin, 2018.

● Harry Beckwith, Selling the Invisible: A Field Guide to Modern Marketing, Grand

Central Publishing, 2012.

Newspaper:

● Hindustan Times

● Times of India

● Economics Times

Links:

 https://www.grin.com/document/284724?lang=en

 https://www.sciencedirect.com/science/article/pii/S1077291X22002612

 https://www.google.com/amp/s/www.precedenceresearch.com/transportation-services-
market/amp

 https://www.datamintelligence.com/research-report/transportation-industry-market

36
 ANNEXURE

Name:

Age:

Gender:

Q1. How satisfied are you with the services provided by JAMMU AND SRINAGAR
ROADWAYS?

 Very Satisfied
 Satisfied
 Neutral
 Dissatisfied
 Very Dissatisfied
 No Response

Q2. How long are you using JAMMU AND SRINAGAR ROADWAYS services?

 Less than a month

 1-6 months
 6-12 months
 Over 1 year
 No response

Q3. What impressed you the most about the services provided by JAMMU AND
SRINAGAR ROADWAYS?

 Service Quality
 Price
 Customer Service
 No Response

Q4. What disappointed you the most about JAMMU AND SRINAGAR ROADWAYS
services?

 Service Quality
 Price
 Customer Service
 No Response

37
Q5. Have you ever used any other company transportation service?

 Yes
 No
 No Response

Q6. Would you recommend to use JAMMU AND SRINAGAR ROADWAYS services to use
family, friends and colleagues?

 Yes
 No
 Maybe

Q7. Thinking of similar products offered by other companies, how would you compare the
services offered by JAMMU AND SRINAGAR ROADWAYS?

 Much better
 Somewhat better
 About the same
 Somewhat worse
 Much worse

Q8. What do you think can be the weakest point for JAMMU AND SRINAGAR
ROADWAYS?

 Customer Service
 Service Quality
 Everything
 No Response

Q9. In which specific area do you think Jammu and Srinagar Roadways could improve its
services?

 Service needs improvement

 Price
 Services
 Customer support

38
Q10. Do you plan to continue using by JAMMU AND SRINAGAR ROADWAYS services in
future?

 Continue using service

 Yes
 No
 May be

39