Internship Report

Evaluating the Brand Value of DHL Express

Compared to its Competitors

Exam Roll: 110474

 Internship Report on

Evaluating the Brand Value of DHL Express

Compared to its Competitors

Prepared For:
Chairman
Internship Placement Committee

Prepared by:
Exam Roll Number: 110474
4th year, 8th semester
Batch Number: 20th, BBA Program
Academic Session: 2010-11

Institute of Business Administration (IBA-JU)

Jahangirnagar University, Savar, Dhaka 1342

Date: 30th January, 2015

January 30, 2015

Chairman

Internship Placement Committee

Department of Business Administration

Jahangirnagar University

Savar, Dhaka-1342

Subject: Submission of Internship Report on – “EVALUATING THE BRAND VALUE OF DHL

EXPRESS COMPARED TO ITS COMPETITORS”.

Dear Sir:

Here is the internship report on “EVALUATING THE BRAND VALUE OF DHL EXPRESS
COMPARED TO ITS COMPETITORS”, which is the essential part for the requirements of 8th
semester BBA program.

In my report I have took a glance at the factors an Express courier should possess. Analyzing the
factors I managed to conduct a survey with open ended questionnaire. From this study readers
will learn what are the important factors that contribute most to enhance the brand value of an
Express Courier company. Besides, they will learn about the current evaluation on brand value in
the eye of customers.

If there is any query regarding this report, I am available at any time for explanation.

Sincerely Yours,

Exam ID: 110474

Academic Session: 2010-11

Institute of Business Administration

Jahangirnagar University, Savar, Dhaka-1342

 ACKNOWLEDGEMENT

All praises to the Almighty Allah for giving me physical & mental strength, and
blessings to successfully carrying out the Internship Report.

I would like to convey my heartiest gratitude to my Internal Supervisor Dr. Ireen

Akhter for giving me the opportunity to conduct my internship report on
“EVALUATING THE BRAND VALUE OF DHL EXPRESS COMPARED TO
ITS COMPETITORS” and for her continuous support in preparing this report. It
would have been difficult for me to prepare my internship report without her
untiring support. I would like to thank my external supervisor Mr. Iftekher Al
Mahin, Customer Care Manager, DHL Express Bangladesh. I am also thankful to
all the faculty members and teachers of Institute of Business Administration,
Jahangirnagar University for equipping me with the knowledge and tools for the
preparation of such a report.

I would like to express my sincere gratitude to DHL Express and all the customers who
co-operated to make this research successful. Finally, my gratitude goes toward my
parents and friends for their enthusiastic co-operation and constant encouragement.
 TABLE OF CONTENTS

Executive Summary

1.0 INTRODUCTION

1.1 Origin of the Report 1

1.2 Problem Statement 1

1.3 Objectives 2

1.4 Methodology 2

1.5 Significance of the Report 3

1.6 Limitations 3

2.0 ORGANIZATION OVERVIEW

2.1 Background of DHL Express 3

2.2 Company Profile 4

2.3 Mission Statement 4

2.4 Vision Statement 5

2.5 Purpose 5

2.2 Corporate Values 5

2.3 Corporate Social Responsibility 6

2.4 Organization Structure 6

3.0 IMPACT & IMPORTANCE OF EXPRESS DELIVERY IN GLOBAL ECONOMY 7

4.0 LITERATURE REVIEW 8

5.0 ANALYZING FACTORS 8-14

6.0 QUANTITATIVE RESPONSE ANALYSIS 15-20

7.0 KEY FINDINGS & EVALUATION OF BRAND VALUE OF DHL 21

8.0 CONCLUSION 22

References

Appendix

LIST OF FIGURES

Figure 01: Corporate Values of DHL Express 5

Figure 02: Organizational Structure of DHL BD 6

Figure 03: Service Quality 9

Figure 04: Availability 9

Figure 05: Price 10

Figure 06: Promotion 10

Figure 07: Customer Service 11

Figure 08: Process 11

Figure 09: Online Tracking 12

Figure 10: Security 12

Figure 11: Customs Clearance 13

Figure 12: Quick Delivery 13

Figure 13: On time Pick Up 14

Figure 14: Warehouse Facilities 14

Figure 15: Question 1 15

Figure 16: Question 2 15

Figure 17: Question 3 16

Figure 18: Question 4 16

Figure 19: Question 5 17

Figure 20: Question 6 17

Figure 21: Question 7 18

Figure 22: Question 8 18

Figure 23: Question 9 19

Figure 24: Question 10 19

Figure 25: Question 11 20

Figure 26: Question 12 20

Figure 27: Summarized View of All Responses 21

 Executive Summary

The research has been carried out as a part of BBA program and submitted as a part of
the Internship Program of the researcher. The researcher worked in a renowned Express
courier company, DHL Express Bangladesh and got acquainted with extensive research.
The company mainly deals with exporting documents and parcel through Air, so the
company is responsible to do research in order to find their brand value compared to its
competitors inside Bangladesh Air Express Industry.

Dealing with Competitors is one the main parameters which differentiate one company
with another. About 35 years back, DHL Express was only Air Express Courier Company
exiting in Bangladesh and they continued their monopoly until competitors like FedEx,
UPS, TnT, Aramex established their operations. For standing strong as a Market Leader,
DHL Express always considers their competitor’s strategy and formulates their ones too
based on situation.

In this study the researcher tried to evaluate what are the important factors that
contribute most to enhance the brand value of an Express Courier company and using
those factors the market position of close competitors has been suggested.
1.0 Introduction

The express industry is one of the fastest growing sectors in the global
economy. It is now employs around 1.25 million people directly – larger
than the petroleum refinery industry and supports over 3.25 million jobs in
total. It made a direct contribution to world GDP of US$130 billion in 2012.
A broad range of industries use expresses services. But the largest users are
typically ‘high tech’ parts of manufacturing, pharmaceuticals and business
& financial services. The greatest contribution made by the express industry
is in enabling companies in all regions of the world to compete effectively in
an increasingly global market.

The core business of the express industry is the provision of value-added,

door-to-door transport and deliveries of next-day or time-definite shipments,
including documents, parcels and merchandise goods (Time-definite
shipments normally incur a transit time of between 2 and 3 days). Four
companies DHL, FedEx, TNT and UPS, also referred to as ‘integrators’ –
are the leaders of the global express industry, but there are many others in
this highly competitive sector. The term ‘integrator’ refers to the ability of
these companies to offer door-to-door, time-definite integrated services,
where the company maintains control over all aspects of the distribution
process. For instance, Express couriers show their potential by offering the
possibility of changing the destination and addressee in transit and with each
item being tracked at every step throughout its journey.

Bangladesh may be considered as a least developed country but the vision

2021 clearly dreams her to be among the developing ones considering the
probable growth rate in trade and business. The backbone of foreign income
for Bangladesh is exporting of garments items. Express couriers have a huge
significance in exporting procedure and directly impact this growing
economy.
1.1 Origin of the Report
This report is prepared on a Survey to ‘’find out DHL’s market position and
brand value compared to other Express Companies existing in Bangladesh.’’
Dealing with Competitors is one the main parameters which differentiate
one company with another. About 35 years back, DHL Express was only Air
Express Courier Company exiting in Bangladesh and they continued their
monopoly until competitors like FedEx, UPS, TnT, Aramex established their
operations. For standing strong as a Market Leader, DHL Express always
considers their competitor’s strategy and formulates their ones too based on
situation. The report has been submitted as an integral part of the BBA
program and as par the requirement of the “Internship Program”.

1.2 Problem Statement

In Bangladesh, DHL Express has got few competitors in Express Logistics

Industry namely FedEx, UPS, TnT, Aramex etc. There always remains huge
competition among them and DHL Express being a market leader always
keeps a keen eye on various factors that can differentiate itself from its
competitors. So, it is necessary to learn and analyze the Brand Value of
DHL Express based on some factors in comparison with its competitors.

1.3 Objective

The objective of the research is to:

i. Find the factors that have effects on brand image of Express Companies
ii. To find out DHL’s market position and Brand Value among other Express
Companies

1.4 Methodology

As mentioned earlier, there are mainly 5 Express couriers in Bangladesh who are
close competitors. The researcher will find out the factors that affect customer’s
expectations and prepare a close ended Questionnaire. Survey will be conducted
among customers of those 5 selected Express companies.

Most of the companies who take logistics support from express couriers do use
more than one courier at a time. So, sample will be randomly chosen from the
database that do or did business with more than one express company over the
course of time.

For a survey to be a reliable one, the researcher has considered 12 customers per
courier which indicates that the sample size will be 60. As the industry in
Bangladesh is not a larger one yet and so it can be assumed that almost all the
sample are well aware of the industry condition and capabilities of different
couriers.

1.5 Significance of the Report

There have been a very small number of research have done based on Express
courier industry in Bangladesh. Few couriers have tried to survey their customers
to take feedback about themselves only but they haven’t compared with
competitors through this type of research. True picture of the industry and brand
value in the eye of customers can be unveiled through this paper and companies
would be able to know their improvement areas.

1.6 Limitations

The research has been done on surveying 60 customers who are randomly chosen
following specific criteria mentioned in methodology part. So, it may not reflect
the whole scenario of the industry but surely it will come up with some clear
views on the proposed subject matter.

2.0 Organization Overview

2.1 BACKGROUND OF DHL

Company Overview Particulars
Industry: Express Logistics
Founded: 1969
Headquarter: Bonn, Germany
Key People: • Ken Allen (CEO, Chairman)
• Adrian Dalsey( co-founder)
 • Larry Hilblom( co-founder)
• Robert Lynn( co-founder)
Products: • Express Worldwide
• Express 9:00
• Express 10:30
• Express 12:00
• Etc.
Owner: Deutsche Post DHL
Origin: USA, the holding company was originated in
Germany
Website: www.dhl.com

Logo:

DHL Worldwide Express Pvt. Ltd is the global market leader in international
express, overland transport and air freight. It is also the world's number one in
ocean freight and contract logistics. DHL`s international network links over 220
countries and territories worldwide. Around 285,000 employees are dedicated to
providing fast and reliable services that exceed customer's expectations in 120,000
destinations in all continents. DHL is a part of the world's leading postal and
logistics Group. In DHL there have different divisions: DHL Express, DHL
Global Forwarding, Freight and DHL Supply Chain and DHL Packet.

2.2 Company Profile

On 25th Sept. 1969, Adrian Dalsey, Larry Hillblom and Robert Lynn incorporate
DHL; The Company begins by operating a door-to-door express delivery service,
transporting documents only between San Francisco, California and Honolulu,
Hawaii. In the beginning, the three partners delivered shipping documents by air,
so that they arrived at customs offices pass through customs with less delay. After
one year, DHL is handling shipments for 40 clients and expanding its operations.
In 1980 the organization was so large that it was re-structured into regions, linked
by a telecommunications network. DHL is the first air express company to
formulate plans to use state-of-the art packet-switching to track packages and aid
communications between DHL staff. DHL continues its massive global growth
programmed as well as opening in territories. The new DHL is a global leader in
 express, freight and logistics and is positioning itself as a most multinational
enterprise. It has 60,000 vehicles and an integrated network that links more than
220 countries and territories worldwide.

In 1998, Deutsche Post (Germany) began to acquire shares in DHL. It finally

reached majority ownership in 2001, and completed the purchase in 2002.
Deutsche Post then effectively absorbed DHL into its Express division, while
expanding the use of the DHL brand to other Deutsche Post divisions, business
units and subsidiaries. Today, DHL Express shares its well-known DHL brand
with other Deutsche Post business units too.

2.3 Mission

DHL’s mission is to enhance the business of their customers by offering highest

quality express and logistics solutions based on strong local expertise combined
with the most extensive global network presence. Customers trust DHL as the
preferred global express and logistics partner, leading the industry in terms of
quality, profitability and market share.

This is further underlined DHL’s mission statement, which has four main
elements:

1) Want to simplify the customer’s over all process

2) Make customers, employees and investors more successful
3) Make a positive contribution to the world
4) Always demonstrate respect when achieving any results

In present year 2015 DHL express focus on being good to great. They are focused
on their e-commerce sector and make a fully automated system for their customer.

2.4 Vision

Their vision emphasizes that they want to be The Logistics Company for the
World. This goes beyond the simple fact that, as a global company, they presents
in over 220 countries and territories, or that DHL often the very first logistics
company to enter new markets. Their vision stresses that they want to be the
logistics provider people turn to – their first choice not only for all their shipping
needs, but also as an employee or investor.
 2.5 Purpose

A company with a purpose: DHL not only deliver prosperity, they transport
health, power growth, deliver joy. Every day they connect with people and
improving their lives. DHL deeply believes in each and every contribution in their
daily work make a difference.

Fig 1: Corporate Values of DHL

2.6 Corporate Values

Because of the nature of corporate citizenship and its reach into the breadth and
depth of an organization DHL’s work also supports of the other Group Corporate
Values, which are:

 To deliver excellent quality

 To make customers successful
 To foster openness
 To act according to clear priorities
 To act in an entrepreneurial way
 To act with integrity internally and externally
 To accept social responsibilities

2.7 Corporate Social Responsibility

Corporate Responsibility is an integral part of DHL’s corporate strategy. With

“Living Responsibility” as its motto, they focus on environmental protection (Go
Green), disaster management (Go Help) and education (Go Teach) and support
employee volunteerism (Global Volunteer Day, Living Responsibility Fund)
 2.8 Organization Structure of DHL Express Bangladesh

Like the other companies DHL is also divided into some departments. Every of
these departments are performing their tasks in coordination with the other
departments. The employees of concerned departments are committed to meet the
goal of the organization by performing their jobs. Let’s take a look at the
organizational structure of DHL Express here-

Operations

Accounting Marketing
& Finance & Sales

DHL
Express
BD
Customer Information
Services Services

Human
Resources

Fig 2: Organiztional Structure of DHL BD

3.0 Impact and Importance of Express Delivery in Global Economy

Express delivery services are increasingly important to the competitiveness of

companies throughout the world, and so to their ability to win markets and support
jobs and investment. This industry helps to improve the competitiveness of almost
all aspects of companies’ operations, including sales, logistics and storage,
production and customer support functions. Express services are being used to
transport a growing share of world trade, as companies increasingly demand rapid,
guaranteed delivery. It is likely to become even more important in future as the
world economy becomes increasingly integrated. Express delivery services are
facilitating this trade by investing in new delivery routes and services. Express
services are particularly important for many companies based in geographically
remote countries or where the domestic transport infrastructure is poor. Most
notably, this includes many developing countries.

The global economy’s increasing reliance on trade means that countries are also
increasingly dependent on efficient and competitive means of both delivering
exports to their destinations and bringing in imports from other countries. There
are a number of aspects to such services that are important:

 Speed: For some organisations speed to market is even more important

than cost in determining their competitiveness. This is obviously vital for
perishable goods, such as pharmaceutical test materials. But it is also
important, for example, for firms meeting orders to strict delivery dates or
having to respond immediately to customer demand (ie the so-called
‘Day+1 economy’).

 Reliability: Companies’ reputations can be undermined if their deliveries

fail to arrive with customers on time or are lost in transit.

 Destinations served: Globalisation and global purchasing by large

companies means that the ability to ship products to and from an
increasing number of countries cost-effectively and quickly – ie
‘connectivity’ - is also important.

But there are a number of other ways in which express services and their operators
contribute to competitiveness:

 Enabling firms to reduce purchasing costs, by increasing the area from

which inputs can be sourced and facilitating sourcing from cheaper
suppliers.
 Facilitating cost-savings on inventories by enabling better concentration,
rationalisation and location of warehouses.
 Providing extensive logistics support services to companies, enabling
them to delegate responsibility to professionals in the sector who seek the
most cost-effective way of transporting goods and paperwork on their
behalf. This both relieves companies of the burden of running their own
transport departments and vehicles, and allows managers to focus on their
core business.
 Improving companies’ handling of returns and complaints – for
example, by allowing next-day delivery of replacement equipment to
customers or quick turnaround of repairs.
The growth of express services is expected to average 8% a year over the next ten
years, over twice as fast as world GDP, providing there are no further constraints
on its growth. That out-performance mainly reflects the continued expansion of
international trade and the increasing need for rapid, guaranteed delivery,
particularly in emerging market economies. There is little sign that new
technologies, such as e-mail, will prevent the express industry from growing much
faster than the economy generally. As a result, employment in the express industry
globally is expected to increase from 1.25 million now to 2.1 million by 2013, if it
is allowed to grow unconstrained. If express services were constrained to grow in
line with GDP, then employment in the express industry would be around 750,000
lower than these forecasts by 2013. Companies’ success in the fast-growing
knowledge-based sectors will be facilitated by the express industry.

4.0 Literature Review

Air Express couriers provide totally different services to its customers. Unlike the
local couriers who deliver parcels only inside the country, they take better care of
shipments. The shipment handling, the process and all the functions related to
operation and sales is totally an exception. Based on practical experience and
observation, the researcher could find out about twelve different factors or
characters that an express courier must have. These are- Service (Product) Quality,
Availability (Place), Price, Promotion, Customer Service (people), Process, Online
Tracking (physical evidence), Security, Customs Clearance, Quickest delivery, On
time Pick-up service, Warehousing. First seven factors match totally with the 7P’s
of service marketing and rest five are based on the nature of business
characteristics.

There are many couriers operating in Bangladesh. Among these five most
renowned one and dominate almost 98% of the Air Express industry. These five
couriers are- DHL Express, FedEx, TNT, Aramex, UPS (United Postal Service).
Based on above stated twelve factors the researcher has tried to find out the brand
value of each courier through a questionnaire. With an opinion of randomly
selected sample it is possible to get a basic idea about the important factors and
which company is able to execute it better than others.

5.0 Analyzing Factors

Through a likert scale, at first the researcher tried to find the most important
factors that an express courier should have in the eye of customers. A brief
description of analysis in given here-
a. Service (Product) Quality:
Among 60 samples, it is found that almost 36 responded strongly with this
feature. They consider Service quality as one of the most essential characters
of an express courier.

Fig 3: Service Quality

b. Availability:
Most of the people agreed with the availability or outlets of courier service in
nearby places. Almost 50, among 60 of them expressed their opinion in favour and
made it an important character.
 Fig 4: Availability

c. Price:

Almost all the customers have provided opinion that pricing is a very important
factor as expected. When there is a matter of selling, there will remain concern
with pricing.
 Fig 5: Price

d. Promotion:
Promotional offers are always lucrative for customers and survey result brought
out this result in an effective way. Each and every customer liked the idea of
providing promotional offers in occasions.

Fig 6: Promotion

e. Customer Service:
A large portion thinks that Customer service (people) must be ensured so that
customers can deal with them and know every pros and cons. An efficient
customer satisfactory service is only possible through ensuring insane customer
centric culture.
 Fig 7: Customer Service
f. Process:

The shipment processing, all the different rules applied for sending parcels to
different countries, its packaging and so on effect customer decision. Different
couriers provide different kinds of flexibility within same rules.

Fig 8: Process
g. Online Tracking:

Not all the air express courier can provide this opportunity to track shipments by
oneself. But customers want this option from each and every courier.

Fig 9: Online Tracking

h. Security:

Shipment security is always important and that’s why most of the people agreed
with the proposal. But at the same time, a few think that, express courier itself
means security and so they put disagree with the notion.
 Fig 10: Security

i. Customs Clearance:

Many customers use their own clearing and forwarding (C&F) agents. That’s why
they are reluctant on customs clearance issue.

Fig 11: Customs Clearance

j. Quick Delivery:
Express courier meant to be quickest delivery service overseas. So, it is obvious
that almost every customer would agree with the notion.

Fig 12: Quickest Delivery

k. On time Pick-up:

Customers sometime call for picking up shipments from their home or office.
They are committed a time frame within which PU will be done. Customers want
to avail this on time pick up opportunity to avoid their shipping hassle free.
 Fig 13: On time pick up

l. Warehouse Facilities: In case of warehouse facilities, the researcher has

found mixed results. Many of the customers weren’t aware of utility of
warehousing. They need their shipments to move right away to flights for
destination.

Fig 14: Warehouse Facilities

6.0 Questionnaire Response Analysis

Based on the 12 factors associated with Express couriers, the researcher now
asked 12 open ended question to rank best courier in the category. The
questionnaire response analysis is given here-

a. Ensuring greater value compared to pricing: Among 60 respondents, more

than 20 responded for DHL and 18 responded in favour of FedEx. So,
customers seem to rely more on these two services.

Fig 15: Question 1

b. Promotional offers in occasions like Eid, Christmas, Boishakh:

In this category, DHL and FedEx are clearly ahead and competing with each
other. Other couriers TNT, Aramex and UPS seem to compete within themselves.
 Fig 16: Question 2

c. On-time Pick up after booking:

FedEx, TNT and Aramex seem to close competitors in the category and they are
more committed to pick up shipment after booking as per respondents.

Fig 17: Question 3

d. Better Online Tracking:

DHL seems to be clearly ahead of every other in this category. Online tracking
facility shows shipment position from pick up to delivery including details of
transit.

Fig 18: Question 4

e. Justified Rules and Restrictions:

FedEx, TNT, Aramex seem to be favourite to customers while DHL seems to be

apply more rigid in applying IATA (International Air Transport Agency) rules.
 Fig 19: Question 5

f. Ensuring Quality Customer Service:

DHL Express is found topper in the category after a close encounter with FedEx.
Others are yet to attain the position these two already achieved.

Fig 20: Question 6

g. Resolving Cases:

DHL Express is found undoubtedly topper in resolving cases within committed

time frame. Here the term ‘’case’’ means the issues or problems evolving between
shipment picked up and it is delivered.

Fig 21: Question 7

h. Dealing with Shipment Lost or Theft issues:

As per 50% of the sample, DHL Express handles the shipment in a safest way
which reduces the possibility of lost and theft.
 Fig 22: Question 8

i. Solving Custom Clearance Issues:

Customs clearance is one of the most important factors affecting the air express
services. In case of taking prompt actions and easy clearance procedure the
customers prefer mostly DHL & FedEx. Others are found to compete within
themselves.

Fig 23: Question 9

j. Outlet Operation and Customer Points:

Again, a huge vote found in favour of DHL in operating customer points and
outlets to receive shipment in nearby places. Almost 50% agrees with the notion.
UPS and Aramex is said to operate less outlets compared to others.

Fig 24: Question 10

k. Efficient Warehousing:

FedEx and TNT are found most supportive in this case and Aramex and UPS is
preferred to some extent. However, DHL is seen extremely bad in warehouse
management.
 Fig 25: Question 11

l. Suggestion based on satisfaction:

When potential customers are asked to choose best courier to suggest

summarizing all the factors and sides then they are found to choose mostly DHL
Express. But the position of FedEx is too nearby. Others are yet to come that
closer of these two in case of customer positive insight and feedback to others.

Fig 26: Question 12

7.0 Key Findings and Evaluation of Brand Value of DHL Express:

It’s been a quantitative research where the researcher has tried to evaluate the
brand value of DHL Express compared to its competitors. Here is a summarized
view of all the questions as per responses-

Q12

Q11

Q10

Q09

Q08 UPS
Q07 Aramex
TNT
Q06
FedEx
Q05
DHL
Q04

Q03

Q02

Q01

0 10 20 30 40

Fig 27: Summarized View of All Responses

The Major findings from the research are-

 DHL Express in most of the cases performed exceptionally well and

having reputed position in the eye of potential customers.

 FedEx (Federal Express), the US based courier service operating in

Bangladesh is found to be a close competitor of DHL Express.
 DHL Express performs exceptionally high in providing Online Tracking,
Quality Customer Services, Resolving Cases, operating Outlets and
Efficient Shipment handling with all security measures.

 DHL Express is lacking behind in the following areas- On time Pick-up

services, smooth Warehousing and Applying excessive rules than others
which makes customers a bit disturbed.

 Customers of Air express industry prefer few factors or characters over

others while thinking of availing any service as shown in Likert scale
analysis.

 Factors affecting mostly give a big boost to increase the brand value of a
certain brand and DHL Express is still found to be ahead in those sectors.

 While suggesting someone, most of the cases customers tend to suggest

others about using DHL Express for sending shipments which shows the
brand strength of DHL, particularly in Bangladesh.

 Through this survey, DHL Express would be able to know clearly their
strength and weaknesses. If they work on overcoming their weaknesses
then their brand value will surely increase.

 Except FedEx, others are still a less threat for DHL to retain its market
leadership but at the same time DHL has to keep an eye on market
movement continuously.

 Finally, DHL Express can take initiative to increase their brand value in
market with the help of this quantitative analysis.
 8.0 Conclusion:

DHL Express is carrying a great brand value in the eye of customers but at the
same time facing a good fight from the close competitor like FedEx. If DHL
Express Bangladesh can overcome the shortcomings mentioned after analyzing
different factors then they can enhance their brand value to a greater extent.

References

Dwayne D Gremlar. (2011). Services Marketing: Integrating Customer Focus across the
Firm. ISBN (10)-0-07-070099-0 .
P A Consulting Group Inc. (2011). Air Express Industry: An assesments of economic
benefits and regulatory barriers
US International Trade Commission. (2004). Express Delivery Services: Competitive
conditions facing US based firms in foreign market
 Page 37 of 47

APPENDIX II – Lkert Scale Analysis in SPSS

Service Quality(Product)

Frequency Percent Valid Percent Cumulative

Percent

Strongly Disagree 9 15.0 15.0 15.0

Disagree 7 11.7 11.7 26.7

Indifferent 4 6.7 6.7 33.3

Valid
Agree 4 6.7 6.7 40.0

Strongly Agree 36 60.0 60.0 100.0

Total 60 100.0 100.0

Availabilty (Place)

Frequency Percent Valid Percent Cumulative

Percent

Indifferent 11 18.3 18.3 18.3

Agree 32 53.3 53.3 71.7

Valid
Strongly Agree 17 28.3 28.3 100.0

Total 60 100.0 100.0

Price

Frequency Percent Valid Percent Cumulative

Percent

Strongly Disagree 5 8.3 8.3 8.3

Valid Indifferent 6 10.0 10.0 18.3

Agree 12 20.0 20.0 38.3

 Page 38 of 47

Strongly Agree 37 61.7 61.7 100.0

Total 60 100.0 100.0

Promotion

Frequency Percent Valid Percent Cumulative

Percent

Agree 2 3.3 3.3 3.3

Valid Strongly Agree 58 96.7 96.7 100.0

Total 60 100.0 100.0

Customer Service (People)

Frequency Percent Valid Percent Cumulative

Percent

Indifferent 5 8.3 8.3 8.3

Agree 1 1.7 1.7 10.0

Valid
Strongly Agree 54 90.0 90.0 100.0

Total 60 100.0 100.0

Process

Frequency Percent Valid Percent Cumulative

Percent

Valid Indifferent 5 8.3 8.3 8.3

 Page 39 of 47

Strongly Agree 55 91.7 91.7 100.0

Total 60 100.0 100.0

Online Tracking (Physical Evidence)

Frequency Percent Valid Percent Cumulative

Percent

Disagree 3 5.0 5.0 5.0

Agree 7 11.7 11.7 16.7

Valid
Strongly Agree 50 83.3 83.3 100.0

Total 60 100.0 100.0

Security

Frequency Percent Valid Percent Cumulative

Percent

Strongly Disagree 1 1.7 1.7 1.7

Disagree 3 5.0 5.0 6.7

Indifferent 2 3.3 3.3 10.0

Valid
Agree 31 51.7 51.7 61.7

Strongly Agree 23 38.3 38.3 100.0

Total 60 100.0 100.0

 Page 40 of 47

Custom Clearance

Frequency Percent Valid Percent Cumulative

Percent

Strongly Disagree 1 1.7 1.7 1.7

Disagree 19 31.7 31.7 33.3

Indifference 11 18.3 18.3 51.7

Valid
Agree 22 36.7 36.7 88.3

Strongly Agree 7 11.7 11.7 100.0

Total 60 100.0 100.0

Quickest Delivery

Frequency Percent Valid Percent Cumulative

Percent

Indifferent 2 3.3 3.3 3.3

Agree 11 18.3 18.3 21.7

Valid
Strongly Agree 47 78.3 78.3 100.0

Total 60 100.0 100.0

On time Pick up

Frequency Percent Valid Percent Cumulative

Percent

Indifferent 2 3.3 3.3 3.3

Valid
Agree 11 18.3 18.3 21.7
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Strongly Agree 47 78.3 78.3 100.0

Total 60 100.0 100.0

Warehouse Facilities

Frequency Percent Valid Percent Cumulative

Percent

Strongly Disagree 8 13.3 13.3 13.3

Disagree 19 31.7 31.7 45.0

Indifferent 13 21.7 21.7 66.7

Valid
Agree 17 28.3 28.3 95.0

Strongly Agree 3 5.0 5.0 100.0

Total 60 100.0 100.0

APPENDIX III – Ranking of Express Couriers in SPSS

Which Courier ensures Greater Value compared to its Pricing?

Frequency Percent Valid Percent Cumulative

Percent

DHL 21 35.0 35.0 35.0

FedEx 18 30.0 30.0 65.0

TNT 8 13.3 13.3 78.3

Valid
Aramex 5 8.3 8.3 86.7

UPS 8 13.3 13.3 100.0

Total 60 100.0 100.0

 Page 42 of 47

Who provides better Promotional Offers on occasions like Eid, Christmas,

Boishakh?

Frequency Percent Valid Percent Cumulative

Percent

DHL 22 36.7 36.7 36.7

FedEx 17 28.3 28.3 65.0

TNT 6 10.0 10.0 75.0

Valid
Aramex 8 13.3 13.3 88.3

UPS 7 11.7 11.7 100.0

Total 60 100.0 100.0

Which Express Courier ensures more On time Pick-Up once Booking is

done?

Frequency Percent Valid Percent Cumulative

Percent

DHL 8 13.3 13.3 13.3

FedEx 19 31.7 31.7 45.0

TNT 13 21.7 21.7 66.7

Valid
Aramex 17 28.3 28.3 95.0

UPS 3 5.0 5.0 100.0

Total 60 100.0 100.0

 Page 43 of 47

Who provides better & easy Online Tracking Facilities?

Frequency Percent Valid Percent Cumulative

Percent

DHL 38 63.3 63.3 63.3

FedEx 15 25.0 25.0 88.3

Valid TNT 6 10.0 10.0 98.3

Aramex 1 1.7 1.7 100.0

Total 60 100.0 100.0

Which Courier more justified Rules and Restrictions for Safety and Smooth
Delivery?

Frequency Percent Valid Percent Cumulative

Percent

DHL 8 13.3 13.3 13.3

FedEx 19 31.7 31.7 45.0

TNT 13 21.7 21.7 66.7

Valid
Aramex 17 28.3 28.3 95.0

UPS 3 5.0 5.0 100.0

Total 60 100.0 100.0

Who provides Quality Customer Service to ensure smooth information flow

and Support?

Frequency Percent Valid Percent Cumulative

Percent

DHL 24 40.0 40.0 40.0

Valid
FedEx 18 30.0 30.0 70.0
 Page 44 of 47

TNT 6 10.0 10.0 80.0

Aramex 8 13.3 13.3 93.3

UPS 4 6.7 6.7 100.0

Total 60 100.0 100.0

Who is More Supportive in Resolving cases when it gets complicated in

other countries?

Frequency Percent Valid Percent Cumulative

Percent

DHL 33 55.0 55.0 55.0

FedEx 12 20.0 20.0 75.0

TNT 9 15.0 15.0 90.0

Valid
Aramex 4 6.7 6.7 96.7

UPS 2 3.3 3.3 100.0

Total 60 100.0 100.0

Which Company ensures more Security of shipment from Lost or Theft

Incident?
 Page 45 of 47

Frequency Percent Valid Percent Cumulative

Percent

DHL 30 50.0 50.0 50.0

FedEx 12 20.0 20.0 70.0

TNT 8 13.3 13.3 83.3

Valid
Aramex 6 10.0 10.0 93.3

UPS 4 6.7 6.7 100.0

Total 60 100.0 100.0

In Bangladesh Who among these couriers can provide more prompt

solution in case of Customs Clearance?

Frequency Percent Valid Percent Cumulative

Percent

DHL 16 26.7 26.7 26.7

FedEx 16 26.7 26.7 53.3

TNT 13 21.7 21.7 75.0

Valid
Aramex 8 13.3 13.3 88.3

UPS 7 11.7 11.7 100.0

Total 60 100.0 100.0

Who among these competitors are equipped with more Customer Points or
Outlets in major Cities?
 Page 46 of 47

Frequency Percent Valid Percent Cumulative

Percent

DHL 30 50.0 50.0 50.0

FedEx 16 26.7 26.7 76.7

TNT 9 15.0 15.0 91.7

Valid
Aramex 3 5.0 5.0 96.7

UPS 2 3.3 3.3 100.0

Total 60 100.0 100.0

Which courier can ensure more Efficient Warehousing facilities?

Frequency Percent Valid Percent Cumulative

Percent

DHL 1 1.7 1.7 1.7

FedEx 19 31.7 31.7 33.3

TNT 11 18.3 18.3 51.7

Valid
Aramex 22 36.7 36.7 88.3

UPS 7 11.7 11.7 100.0

Total 60 100.0 100.0

If one of your closest friends needs to send top urgent documents within
short time in a secured way then which company will you suggest among
these?

Frequency Percent Valid Percent Cumulative

Percent
 Page 47 of 47

DHL 27 45.0 45.0 45.0

FedEx 21 35.0 35.0 80.0

TNT 4 6.7 6.7 86.7

Valid
Aramex 4 6.7 6.7 93.3

UPS 4 6.7 6.7 100.0

Total 60 100.0 100.0