CUSTOMER SATISFACTION IN JAWAHARLAL NEHRU PORT TRUST

A Project Report

on

“CUSTOMER SATISFACTION FOR JAWAHARLAL NEHRU PORT TRUST”

Submitted in partial fulfillment of the requirement for the award of

MASTERS

in

MANAGEMENT STUDIES

Submitted by

SONALI GHARAT

M.M.S.(3rdsemester)

ROLL NO-14

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CUSTOMER SATISFACTION IN JAWAHARLAL NEHRU PORT TRUST

Guide

Prof. IFTIQAR MISTRY

DEPARTMENT OF MASTER OF MANAGEMENT STUDIES

NCRD’s STERLING INSTITUTE OF MANAGEMENT STUDIES ,NERUL

2018-2019

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 CUSTOMER SATISFACTION IN JAWAHARLAL NEHRU PORT TRUST

DECLARATION

I SONALI GHARAT, Student of NCRD’s Institute of Management Studies , MMS – III, has
completed this project on title “Study of Customer Satisfaction for JNPT” in the academic
year 2018-2019. The information submitted in this project is true and original to the best of my
knowledge.

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 CUSTOMER SATISFACTION IN JAWAHARLAL NEHRU PORT TRUST

CERTIFICATE

This is to Certify that the Project titled

“CUSTOMER SATISFACTION FOR JAWAHARLAL NEHRU PORT TRUST”

has been completed satisfactorily by

GHARAT SONALI BALIRAM (14)

under the guidance of

Prof. Iftiqar Mistry

in partial fulfillment of the requirement for the award of

Master Of Management in Marketing

for the academic year 2018-2019.

Prof. Iftiqar Mistry

(GUIDE)

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 CUSTOMER SATISFACTION IN JAWAHARLAL NEHRU PORT TRUST

ACKNOWLEDGEMENT

It gives us immense pleasure to express my sincere and deepest sense of gratitude, that I had an
opportunity of working under the guidance of Mr. Iftiqar Mistry, Professor, Marketing
department, NCRD’s Institute Of Management Studies, Nerul.

I would also like to thank Mr.J. K. Mhatre, Ass. Manager, Marketing Department, &

Ms. Ambika Singh, Ass. Manager, Marketing Department ,Jawaharlal Nehru Port Trust ; I
interacted with, for sharing with us his invaluable knowledge and experience.

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CUSTOMER SATISFACTION IN JAWAHARLAL NEHRU PORT TRUST

INDEX

Chapter No. Topics Page No.

Executive summery

1. Introduction

2. a) Aim

b) Objective

c) Hypothesis

3. Scope & Limitations

4. Research Methodology

5. Literature Review

6 Case study - JNPT

History of company

Current situation of company

Details about various departments

Details of Admin. Department

Learning aspects

7. Finding & Analysis

8. Result

9. Conclusion

10. Recommendation

11. Annexure

12. Bibliography

13. Abbreviation & Acronym

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 CUSTOMER SATISFACTION IN JAWAHARLAL NEHRU PORT TRUST

Executive Summary

The Jawaharlal Nehru Port at New Bombay (formerly known as the Nhava Sheva Port, Uran) is
the 11th commissioned on 26th May 1989. JNPT, as a whole, consists of three container terminals.
Out of these three, one is operated by JNPT itself known as Jawaharlal Nehru Port Container
Terminal (JNPCT) and the other two container terminals were handed over to private companies
separately on B.O.T (Built Operate Transfer) basis. Out of these two terminal, one is operated by
Dubai Port World named as Nhava Sheva International Container Terminal (NSICT) now
( D.P.WORLD) and the other one is run by A.P.Moller- Maersk and Container Corporation of
India (CONCOR) jointly named Gateway Terminals India Limited (GTI). Now ( A.P.M.) In
actual, Port is only concerned about the sealed container and its primary function is to
load/unload the sealed container on the designated ship safely.
In 1989, it was handling a few 1,000 TEUs. Within a period of 16 years, it has joined the Million
Club. It achieved the 1 million TEU mark in 1999-2000 and has now emerged as the biggest
container handling Port in India by achieving the glorious landmark of handling more than 3
million TEUs during 2006-2007.
JNPCT achieved considerable success in expanding its volume of traffic post-NSCIT. In terms of
other port performance indicators, however, it is yet to catch up with NSCIT’s levels,
notwithstanding a marked improvement compared to the pre-reforms era. The performance
indicator this year has been somewhat decreased due to some reasons.
As compared to the previous year JNPCT traffic trend has been increase. In the previous year the
traffic was 42.70 million TEUs and in the current year it is 43.21million TEUs. It has been
increase by 0.51 million TEUS. By comparing traffic of the current year i.e. 2011-12with the
previous year’s traffic the reason behind this increase has come forward which are as follows:
1) Few shipping lines and agents have shifted to new entrant
2) This year crane productivity is better compare to the last year.
3) As transshipment in JNPCT is good i.e. mainline vessel at JNPCT is better.

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 CUSTOMER SATISFACTION IN JAWAHARLAL NEHRU PORT TRUST

INTRODUCTION

The Jawaharlal Nehru Port at New Bombay (formerly known as the Nhava Sheva Port, Uran) is
the 11th commissioned on 26th May 1989. It was dedicated to the Nation by Ex. Prime Minister
of India, Late Shri Rajiv Gandhi. The Port became operational from that date. Constructed in a
record time of just 3½ years with a cost of round Rs. 1000 crores, it is the only Indian Port built
to international standards with modern working norms. Because of its high level of automation
and computerized functioning it was envisaged, as the hi-tech port of the 21st century. Certified
an ISO 9002 port, it was initially planned to be a “satellite port” to the Mumbai Port with the
purpose to decongested the traffic at the latter. Today JN Port has already established itself as the
major catalyst for the trade and commerce of the country.

Ever since its inception, JNP has charted India’s international trade to a glorious course of
success and achievements, breaking all records and creating new benchmarks. JNP emerges as
the biggest container handling Port in India, creating the momentous landmark of achieving the 2
million TEU mark in container throughput and is ranked 28th among the top 100 Container Ports
in the world. As the primary facilitator of India’s international trade, JNP today is the Hub Port
on the west coast of India, handling approximately 60% of the country’s containerized cargo. It
has set for itself a long term goal for development and expansion of its facility in order to
achieve 6 million TEUs in the year 2013-14.

With its strong commitment to provide seamless service to its customers as India’s prime
facilitator of international trade, JNP strives to be the undisputed leader in the South Asian
region in years to come.

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 CUSTOMER SATISFACTION IN JAWAHARLAL NEHRU PORT TRUST

In the meantime, JN Port is planning a 4th Container Terminal with private sector participation at
an approximate cost of Rs.2000 crores. An investment of nearly Rs.700 crores is also on the
anvil for deepening the channel so that bigger ships can call at the port. The total investments
planned or under execution in JN Port today are of the order of Rs.3500 cores.

The Jawaharlal Nehru Port is situated along the eastern shore of Bombay Harbour South-east of
the Elephanta island. JNP shares a common channel with the Bombay Port upto the point of
entry of the South Elephanta Channel. It is approximately 10 nautical miles from Gateway of
India, the famous landmark of Bombay. JN Port has a maritime area of about 52 sq. km. in
natural water depth of 12 to 15 meters. It is an all weather tidal port sheltered from winds and
waves.

With land area of about 2428.114 hectares. About one third of this is reserved for greening.
Therefore JN Port will be in the true sense a Green Port. Revised Projects Cost is Rs. 1,097
crores inclusive of capitalized interest.

India’s first ever private container terminal, christened the Nhava Sheva International Container
Terminal (NSICT), commenced operations from April 1999. The development of the NSICT
terminal is a typical example of the application of the ‘landlord port’ model, which distinguishes
between the port owner and the operator. JNPT is responsible for scheduling entry and berthing
of vessels, pilotage and stowage, dredging, navigational safety, supply of electricity, water
supply to terminals and ships and monitoring air and water pollution.

Earlier when port was commissioned Bulk Terminal was in existence considering the demand of
bulk cargo (fertilizers, foodgrains, etc.). Since demand of import of above commodities has been
reduced and subsequent increase in containerized cargo. JNPT management decided to convert
this Bulk Terminal into Container Terminal which has been now converted into Container
Terminal and given on BOT basis to Gateway Terminal of India Private Limited. This way JN
Port has become complex of three container terminals which are JNPCT, NSICT and GTICT.

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 CUSTOMER SATISFACTION IN JAWAHARLAL NEHRU PORT TRUST

VISION

To be recognized as India’s premier container port providing integrated logistics to the best
interest of trade and customers.

MISSION

The port is committed to meeting the needs and expectations of it's customers through:
Equipping itself with state-of-the-art equipment and technology and efficient, professional and
computer integrated terminal operation systems. Conforming to international standards and
offering competitive rates. Ensuring security and safety of life, equipment and cargo. Perceiving
the principles of sustainable development. Courtesy to Customers.

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 CUSTOMER SATISFACTION IN JAWAHARLAL NEHRU PORT TRUST

The Three Terminals at JNPT:-

1. JNPCT (Jawaharlal Nehru Port Container Terminal)

2. NSICT (Nhava-Sheva International Container Terminal)
3. GTIPL (Gateway Terminal India Private Limited)

1] JNPCT (Jawaharlal Nehru Port Container Terminal):

2] NSICT (Nhava-Sheva International Container Terminal):

In view of continuous growth in container traffic and meeting growing demand of business
community and trade partners to have additional facilities for handling the same, the Port
introduced private participation and invited global tenders for the first time in India to develop
new Container Terminal to augment its container handling capacity .
JN Port entered into a license agreement in July 1997 with M/s. Nhava Sheva International
Container Terminal (NSICT) a consortium led by M/s. P & O Ports, Australia, for construction,

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 CUSTOMER SATISFACTION IN JAWAHARLAL NEHRU PORT TRUST

operation and management of a new 2-berth container terminal on BOT basis for period of 30
years. The same was fully operational from July 2000. The project comprises construction of 600
metres quay length; reclamation of 20 hectares of area for container yards and requisite container
handling equipment along with other related facilities. The design capacity of this new 2-berth
container Terminal was considered as 7.2 million tonnes per year. However, this capacity is
further augmented and currently assessed as 15.6 million tonnes per year.
 Number of ground slots: 6222 , of which 620 are at ICD.
 600 Meters linear quay length
 Rail mounted quay cranes - (RMQC) Post Panamax – 6; Super Post Panamax – 2
 Rubber tyred gantry cranes - (RTGC): 29
 Rail mounted gantry cranes - (RMGC): 3
 Reefer points: 672
 Backup Area - 26 Hectares (Container Yard)
 Railway Sliding for ICD - Two Tracks
 Tractor Trailers - 34 (owned) and about 100 hired
 Reach stackers – 3
 Empty Handlers - 2

3] GTI (Gateway Terminal India Private Limited):

Gateway Terminals India (GTI) is a joint venture between APM Terminals and the Container
Corporation of India Ltd (CONCOR). Incorporated in July 2004, GTI operates the third
container terminal at Jawaharlal Nehru Port on a build, operate and transfer (BOT) basis for a
period of 30 years. It commenced partial operations in March 2006 and became fully operational
from October2006.

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 CUSTOMER SATISFACTION IN JAWAHARLAL NEHRU PORT TRUST

The Terminal will have the following equipment :

Rail-Mounted Quay Cranes 10 (post-Panamax, 18 wide reach)

Rubber-Tyred Gantry Cranes 40 (for yard operations)

Rail-Mounted Gantry Cranes 3 (for rail transfers)

Reach Stackers 2

Empty Handlers 2

Tractor-Trailers 90

Fork Lifts (small) 4

Twin Lift Spreaders 61 mt rated load

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 CUSTOMER SATISFACTION IN JAWAHARLAL NEHRU PORT TRUST

General Cargo
 Shallow Draught Berth:

A 445 long Shallow Draught Berth for vessels upto 170 meters LOA and upto 9.00 meters
draught has been commissioned for handling Feeder Container Vessels, Dry Bulk (Fertiliser ,
Fertiliser raw material, Sugar etc. ) & General Cargo vessels with a capacity addition of about
1.2 million tonnes per annum.

Liquid Cargo Terminal

BPCL:
Liquid Cargo Jetty:
A license on BOT basis was awarded to M/s. Bharat Petroleum Corporation Limited and M/s.
Indian Oil Corporation Limited in August 1999 for construction of a twin-berth liquid cargo
jetty. The twin-berth liquid cargo jetty is functional from March 2002.
 A twin berth liquid cargo jetty developed by M/S Bharat Petroleum Corporation Limited
and IOC Limited on BOT basis for handling liquid cargo including POL products
 A 300 mtrs long and 40.5 mtrs. wide Jetty.
 Having capacity to accommodate two vessels: of 85,000 DWT in seaside berth &
30,000DWT on shore side berth.
 The dredged draught on seaside is 13.5mtrs. and 12 mtrs. on shore side.
 Three docklines are provided for White and Black Oils.
 Estimates to handle 4.0 million tonnes of cargo in the next 5 years.
 Capacity of 5.5 million tonnes per annum.
 Jetty is provided with six 12' marine loading and unloading arms ( 3 on seaside and 3 on
shore side), fire fighting system as per OISD 156 norms and state-of-art environmental
protection measures.

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 CUSTOMER SATISFACTION IN JAWAHARLAL NEHRU PORT TRUST

Aim -

“To study of Customer Satisfaction in Jawaharlal Nehru Port Trust”.

Objective -

 To survey Independent Customer satisfaction in JNPT.

 To study services provided by JNPT to its customer.
 To study impact of customer Satisfaction on Traffic growth.
 To study future plans of JNPT.
 This project aims at knowing about the activities or measures taken by the JNPT
 To study factors influencing customer satisfaction
Hypothesis -

 H0 – Customer Satisfaction in JNPT is not high.

 H1 - Customer Satisfaction in JNPT is high.
Scope & Limitations -

Scope-
 To take company information.
 To know about customer satisfaction in JNPT & its impact on growth of Traffic.
 So the project has wide scope to help the company to perform well in today’s global
competition & attract more custmers.
 Detailed analysis of Port Infrastructure with qualitative and efficiency measures

Limitation
 Low connectivity
 Less sampling
 The limitation faced while doing a research was that the people were not ready to give
the information.
 Sometimes the required persons were not available in their office or place
 The respondents use to refuse to give the important information best known to them
 The sources of data collection and time are limited in this research.
 Marketing Research (MR) is not an exact science though it uses the techniques of
science. Thus, the results and conclusions drawn upon by using MR are not very
accurate.
 Marketing Research (MR) is not a complete solution to any marketing issue as there are
many dominant variables between research conclusions and market response.
 Marketing Research(MR) is not free from bias. The research conclusions cannot be
verified. The reproduction of the same project on the same class of respondents give
different research results.
 Some respondent in corporate offices hesitate to give complete information.
 The Data collected from the customer might not be very accurate to obtain the desired
information.

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RESEARCH METHODOLOGY

5.1 Collection of Data

The research methodology was divided into two stages which involve two sources of data
collection:

[1] Collecting secondary data from “__” diverse articles.

[2] Collecting the primary data directly from farmers with the help of questionnaire.

 Secondary datais the data that have been already collected by other sources and readily
available from other sources. Such data are cheaper and more quickly obtainable.
 Primary data is data that has not been previously published, i.e. the data is derived from
a new or original research study and collected at the source, e.g. in marketing, it is
information that is obtained directly from first hand sources by means of surveys,
observation or experimentation.
5.2 Research Design

Convenient Sampling

Research: Conclusive Research

Type of Conclusive Research: Casual

 Convenient samplingis a sampling method in which units are selected based on easy
access or availability.
 Conclusive research is meant to provide information that is useful in reaching
conclusion or decision making. It tends to be quantitative in nature that is to say in the
form of numbers that can be quantified and summarized. The purpose of conclusive
research is to provide a reliable or representative picture of the population through the use
of valid research instrument. In the case of formal research, it will also test hypothesis.
 Conclusive research can be divided into two categories:
[1] Descriptive or Statistical research.

[2] Casual research explores the effect of one thing on another and more specifically,
the effect of one variable on another

5.4 Tools and methods of Data Collection

Data is collected from individuals through direct interaction. A set of close ended questionnaire
was provided to individuals wherein, they were required to fill those questionnaires.
Questionnaire is a form containing a set of questions; submitted to people to gain statistical
information.

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COMPANY PROFILE

JNPT is the second youngest port after Ennore. JNPT is located at the eastern end of Mumbai in
the Nhava Sheva area and situated at latitude 18º 56’ 43” N and longitude 72º 56’ 24” E. JNPT’s
approach channel is an extension of the Mumbai Harbour main channel (See Exhibit ) from a
location south of Jawahar Dweep Island. In the Nhava Sheva area at the eastern end of Mumbai
Bay is located Jawaharlal Nehru Port, approx 33 km inland of the Mumbai Harbour Channel
entrance point at sea. The Elephanta Island is on one side, facing the port and Nhava and Sheva
Islands are on the other end. JNPT lies towards the east of the Bombay Port.
Current designed channel depth of JNPT is 11 metres and depth at berths is 13.5 metres. JNPT
can take in vessels having laden draft upto 12.5 metres. A map of JNPT has been included
overleaf.
The width of the channel is 400 metres at entry point and 460 metres off the berths. Port cargo
handling facilities include container terminals, a liquid handling terminal and a shallow water
berth which can handle break-bulk and container traffic both.
Board Of Trustees

NAME DESIGNATION

Shri. N. N. Kumar CHAIRMAN

Dr.(Ms) T. Kumar Ministry of Shipping

Shri. D. K. Singh Indian Railway

Shri. Gautam Chatterjee DG(Shipping)

Shri. C. S. Prasad Department of Customs

Cmde. V. K. Madhusoodnan Defence Service (Navy)

Dr. S.K.Sharma, IAS Govt. of Maharashtra

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 CUSTOMER SATISFACTION IN JAWAHARLAL NEHRU PORT TRUST

DIG.S.D.Bhanot Coast Guard

Shri Ravi Raja Other Interest

Shri Vasant V. Survanshi Other interest

Shri S.Selvam Other Interest

Shri Ashish S. Pednekar Maharashtra Chamber of Commerce

Shri K. P. Unnikrishnan MumbaiAnd Nhava Sheva Ship-Agent

Association

Shri George Joseph Brihanmumbai Custom House

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Ports in India
Globalization has led to an increase in world trade highlighting the importance of ports as a
trade gateway. About 95% by volume and 70% by value of India’s international trade is carried
out through its port. India’s coast line of 7517 km is dotted with 12 Major Ports and 187
nonmajor ports. The Major Ports are under the control of the Central Gover

Goals and Strategy

Development of action plans for the port requires the vision to be cascaded to a set of actionable
goals with a timeframe attached to them. Goals were identified through an analysis of various
elements of the vision. JNPT would need to undertake multiple goals to achieve its vision. The
goals that were identified for the port are illustrated below:–
 Achievement of 10Mn TEUs of traffic at JNPT
 Improve efficiency across the port
 To develop logistics capabilities and services at JNPT
 To expand JNPT to new locations
 Invest into hinterland connectivity ventures

Timeframe for Goals

Goals need to be prioritized to ensure planned development at a port. Prioritization of goals also
provides timeframes within which the goals should be achieved. To ascertain the timeframe of
the goals, followed a framework of “ease of implementation vs. criticality”, which was used to
evaluate the goals.

Role of the Port

It is envisaged that the port will increasingly play the role of a landlord with limited presence in
port terminal operations (JNPCT). JNPT will evolve primarily into a landlord port facilitating
services by terminal operating companies and other providers. The solitary terminal will be the
responsibility of JNPT over the medium term horizon of the plan period.
Framework to identify long and short term goals

Strategy to achieve goals

A strategy to achieve the goals was outlined focussing on the following elements –
1. Cost: JNPT would endeavour to reduce costs by improving efficiency and thereby ensure
competitive services for user.
2. Customers: JNPT would attract and retain customers through addition of core and value
added services.
3. Geographies: JNPT would focus on the northern and Maharashtra region and would
enable traffic from the regions through planned development within and nearby the port.
4. Services: JNPT would provide value added services and would capture a larger share of
the logistics value chain. The strategy for achieving the goals would need to be supported
by a financial and commercial strategy.
5. Commercial Strategy: The commercial strategy deals with the three levers of customer
management, cost management and service offerings of the port. It is aimed at achieving
commercial success within the operating business environment through effective
management of customers and suppliers.

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 CUSTOMER SATISFACTION IN JAWAHARLAL NEHRU PORT TRUST

TOTAL CONTAINER HANDLED BY MAJOR PORTS

PORTS In 000’s RANK % W.R.T Total

Tones

JNPT 4321 1 56.66%

CHENNAI 1523 2 20.21%

KOLKATA 526 3 6.98%

TUTICORIN 476 4 6.20%

COCHIN 312 5 4.14%

KANDLA 160 6 2.12%

VISAKAPATNAM 144 7 1.91%

MUMBAI 73 8 0.97%

MANGLORE 40 9 0.53%

MORMUGAO 18 10 0.24%

PARADIP 3 11 0.24%

ENNORE 0 12 0

ALL PORTS 7596 100

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 CUSTOMER SATISFACTION IN JAWAHARLAL NEHRU PORT TRUST

SWOT Analysis – Strengths, Weaknesses, Opportunities and Threats :

Strength

Frequency/ regular services Focus on providing appropriate services and

infrastructure and increase marketing

functions role and strength to maintain frequency of

traffic. The marketing function

could develop strategies to retain shipping lines

based on customer management initiatives
Infrastructure Upgrade Infrastructure in sea side and cargo
handling to improve throughput from

current facilities. Equipment such as RMQC, Tugs

etc may need upgradation to

maintain world class performance levels. These

investments need to be made to

ensure JNPT's competitive strength in port

infrastructure
Connected to major locations JNPT should endeavor to maintain its well
connected status by ensuring connectivity
in India
to planned major corridors such as Golden
Quadrilateral etc.
Financial Position Leverage financial position to invest in future
development plans. Opportunities for

investment should be actively sought and followed,

based on prudent financial

reasoning.
Availability of Land Identify and implement opportunities for land
usage, which are complementary to the ports
strengths. Areas such as logistics are possible value-
added opportunities which

JNPT could exploit.

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 CUSTOMER SATISFACTION IN JAWAHARLAL NEHRU PORT TRUST

Weakness

Distance from Major shipping JNPT should carefully evaluate the trans-
shipment opportunity before choosing
Routes
the same as a focus
Revamping of pipeline network to ensure
optimum flow rates from the ships to the
Infrastructural limitations for
tanks. This would also lead to reduction in
liquid cargo time consumed in pigging etc and

therefore increase the liquid cargo capacity.

Restrictions arising from Dredging to permit larger vessels in line
with the requirements of future ship sizes.
limited draft
JNPT should endeavor to be able to handle
a majority (over 84%) of the ship sizes

that sail in the region (Europe Asia Route)

Limited space of expansion JNPT needs to undertake measures to
optimize current utilization of space both

on sea side and land side, this would entail

upgradation of equipment and automation

IT Connectivity Implement mechanism to IT enable

activities at the port to largest extent

Threats

Increase in Competition JNPT will face increasing competition in

the future from private terminal operators

• The new ports will attract traffic from

Northern regions in the future

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CUSTOMER SATISFACTION IN JAWAHARLAL NEHRU PORT TRUST

Increasing Complexity of multiple Complexity would arise due to increase in

terminals number of terminal operators in areas
where shared resources are involoved. An
example would be mixed train (Train
carrying cargo for more than one terminal)
handling as it would require various
terminal operators loading/unloading on
the same train.

• Similarly other processes where common

infrastructure is used such as port roads etc
will face

increasing pressures

Increasing bargaining power of shipping • Globally a few shipping lines control

lines majority of the

traffic. Currently the top 20 shipping lines

comprise

over 90% of the global maritime traffic.

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 CUSTOMER SATISFACTION IN JAWAHARLAL NEHRU PORT TRUST

Each of these elements have a impact on the manner in which JNPT executes the vision over the
period of the business plan. The elements of the vision are -
 Focus business areas
 Other Cargoes serviced
 Geographies of focus
 Value Added Services
 Guiding Principles

Focus business areas

JNPT will maintain a clear focus on containers as its core business and will attempt to remain
India’s largest container port providing customers with the best container handling experience in
the country.

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 CUSTOMER SATISFACTION IN JAWAHARLAL NEHRU PORT TRUST

Other Cargoes Serviced

JNPT will also serve coastal trans-shipment needs of the Indian sub-continent for traffic that
arrives at the port in its natural course of operations. This cargo is likely to be trans-shipped
coastally from other smaller regional ports. The port may not actively invest additional resources
in seeking transshipment cargo. This transshipment cargo is likely to be regional or coastal in
nature. Since the infrastructure required for Ro-Ro services is largely similar to that of
containers, JNPT will be ready to service Ro-Ro in the future in case the market for Ro-Ro
expands and the potential for containers falls. Since JNPT has already committed resources to
liquid cargo it will continue to serve this cargo in the future. It will also enable JNPT to derisk its
cargo profile going forward.
Value Added Services
JNPT will conceptualize and establish a state of the art logistics hub offering -
• Warehousing and forwarding facilities (including storage/stuffing/stripping of containers)
• Value added services – processing of goods according to specific customer and country-
of-destination requirements, packing and re-packing, labeling and assembly, sorting and
invoicing
• Free trade zones/export processing areas
• State of the art communications infrastructure
• Multimodal transport facilities
JNPT will also attempt to enter into partnerships with various container rail freight operators so
as to develop dedicated services to JNPT from northern hinterland. This gains importance in
light of 13 new licenses for container rail freight handling operations having been issued by the
Government of India. JNPT could enter into partnerships with one or more of these players to
offer a regular service to exporters/importers. Such a partnership would help in retention of
JNPT traffic from the northern hinterland.
Guiding Principles
JNPT's guiding principles are obtained from its current mission statement which stresses on
fulfilling the needs of the
nation as well as ensuring safety and security. The significant guiding principles derived from
the mission statement are
• Enabling Indian trade through JNPT, efficiently and smoothly
• Ensuring safety and security at the port and development in the area around the port
• Creation of value for customers through value added services
• Expanding capacity and upgrading equipment in line with customer requirements

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 CUSTOMER SATISFACTION IN JAWAHARLAL NEHRU PORT TRUST

ANALYSIS OF TRAFFIC TREND AT JNPT

From a throughput figure of 1 million TEUs in 2001 to more 4.32 million TEUs today, JNP has
been transformed from an outback facility that the trade was wary of patronizing, to South Asia’s
number one Port, handling more cargo than the supposed main transshipment hub of the region,
Colombo. It seems ironical today that the Port was initially developed with the aim of
decongesting the neighboring Mumbai Port. JNP has led the way in many a respect, be it
initiating the participation of private players in the Indian port sector or winning international
sectoral awards, And with many an infrastructure augmentation programmed under progress or
on the avail, JNP should continue to remain the primary gateway for India’s international trade in
the years to come, steadily moving towards the projected throughput of a whopping 10 million
TEUs by 2016-17.

Jawaharlal Nehru Port handled 62.33 million tonnes of total cargo during the financial year
2013-14, as against 64.49 million tonnes of cargo handled during the previous year. Of the total,
share of containerised cargo was 55.23 million tonnes (88.61%), liquid cargo 6.28 million tonnes
(10.08%) and remaining 0.82 million tonnes (1.31%) was miscellaneous cargo in the form of dry
bulk and break bulk.

The Port handled 4.16 million TEUs of container traffic during the financial year 2013-
14, which is 55.74% of the total container throughput of the country’s major ports. Out of the
total traffic of 4.16 million TEUs, the share of the JNPCT was 1.31 million TEUs (31.55%), the
share of NSICT was 0.97 million TEUs (23.29%) and the remaining 1.88 million TEUs
(45.16%) were contributed by M/ APM Terminals. Also JNPT’s operating income for the FY
2013-14 is Rs.1,219 crores, against the previous year’s figure of Rs.1,098 crores, up by 11.02%.

Traffic at JN Port has thus risen from an installed capacity of 5.5 million tonnes in 1989 to more
than 65.73 million tonnes today, which is testimony to how the trade views arguably India’s only
port of international reckoning.

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 CUSTOMER SATISFACTION IN JAWAHARLAL NEHRU PORT TRUST

JNP was last in the Top 31 list in 2003, in the 30th position, after having registered a throughout
of 4.60 million TEUs. JNP now ranks 24th among the top Container Ports in the world.

Once again it has proved to be the premier Indian Port in operational efficiency by surpassing its
own record of 4.32 million TEUs achieved in 2011-12 . It has further strengthened its position as
a world-class port and a leader among the Indian Port

Due to the contribution of NSICT and GTICT in traffic of JNPCT it could reach the target of
4.32 million TEUs in the year 2011-12 and traffic has since that year till today.

2)Major consideration for the shipping lines and agents

They are as follows:

 Terminals should offer Windows.

 There should be deputing of maximum RMQC's, Trailers, etc.

 There should be commitment for maximum moves per hour

 There should be competitive traffic

 There should be flexibility in cut-off time for export container

 There should be proper yard management and planning

 There should be prompt attention

Other miscellaneous considerations are as follows:

 Imposition of a tonnage tax regime would help to attract foreign direct investment and
new players

 Prevent excessive paperwork and association

 Procedural hassles that port users have to deal with should be prevented

3) Number of lines shifted

Lines shifted from JNPT to other terminal

There are in all ten numbers of shipping lines which has been shifted from JNPT to other
terminal and are listed as below:

27
 CUSTOMER SATISFACTION IN JAWAHARLAL NEHRU PORT TRUST

Lines shifted from other terminal to JNPT

There are in all seven numbers of shipping lines which has been shifted from other terminal to
JNPT and are listed as below:

4) Number of Agent shifted

Agents shifted from JNPT to other terminal

There are in all thirty five numbers of shipping agents which have been

shifted from JNPT to other terminal and are listed as below:

AGENT CONTAINER HANDLING AGENT

ID

ASM1 AREBEE STAR MARITIME AGENCIES LTD.

TIS2 TRANSINDIA SHIPPING AND LOGISTICS C

OSL1 OYSTER SHIPPING AGENCY PVT LTD

ASI1 SAI SHIPPING ASIATIC SHIPPING SERVICE

UNA1 UNIMARINE AGENCIES PVT. LTD.

BXT1 BOXTRANS SHIPPING AGENCIES PVT LTD

NCT1 NHAVA SHEVA INTERNATIONAL

FSI1 FRIGHT SYSTEM INDIA PVT. LTD.

TOL1 TATA NYK

GSI1 FSL1 (DETAILS NOT AVAILABLE IN EXPRESS)

TOL1 TOP OCEAN TRANSPORT

GSL1 GOLD STAR LINE

ASS1 ALLIGATOR SHIPPING SER.

28
 CUSTOMER SATISFACTION IN JAWAHARLAL NEHRU PORT TRUST

PAN1 PANLINER FREIGHT FORWARDER

SAZ1 SAJ LINES

SAM3 SAMSARA SHIPPING SERVICE PVT LTD

SCP1 STARSHIP CARRIERS PTE LTD

LYK1 LYKES LINE LIMITED

NMS1 NORTRANS MARINE SERVICES

WAN1 WAN HAI LINE

NOR NORASIA LINE

PSI1 PENANSHIN SHIPPING INDIA PVT LTD

UAS1 UNITED ARAB SHIPPING

CMA M/S. CONTAINER MARINE AGENCIES.

SSL1 SHREYAS SHIPPING LTD

PAL1 PAN AFRICA LINE

OSA2 ORIENT SHIP AGENCY

VLM1 VALOUR MARINE & TRADING AGENCIES

AMI1 AMI INDIA LOGISTICS

CMA1 M/S. CONTAINER MARINE AGENCIES.

ISA1 IMPEX SHIPPING AGENCIES

LAG1 L GLOBAL AGENCIES

OSA1 THE OCEANIC SHIPPING AGENCY

SAJ1 SARAJEO EXPRESS LINE

SMD1 SAMUDERA SHIPPING LINE LTD

Agents shifted from other terminal to JNPT

29
 CUSTOMER SATISFACTION IN JAWAHARLAL NEHRU PORT TRUST

There are in all twenty five numbers of shipping lines which has been shifted from other terminal
to JNPT and are listed as below:

AGENT CONTAINER HANDLING AGENT

ID

HLI1 HAPPOG LLOYD INDIA PVT LTD

ESA1 EMIRATES SHIPPING AGENCIES

DCT1 CMA CGM (DELMAS CROSS TRADE)

OSL1 OYSTER SHIPPING AGENCY PVT LTD

CSI1 CHINA SHIPPING INDIA PRIVATE LTD

SMZ1 SEAMARK SHIPPING & LOG PVT LTD

ACE1 ACE SHIPPING & OFFSHORE COMPANY

GLW1 GLOBE LINK WW INDIA PVT LTD

NSS1 NORTH SEA SHIPPING & LOGISTICS PVT LTD

EWF1 EAST WEST FREIGHT CARRIERS

RRS1 RR SHIPPING PRIVATE LIMITED

SFS1 STALLION FREIGHT SYSTEMS PVT LTD

TGL1 TEAM GLOBAL LOGISTICS PRIVATE LTD

RSS1 RASHI SHIPPING SERVICES PVT LTD

SFR1 SAI FREIGHT

NLA1 NO DTLS EXPRESS

HMS1 M/s HEMA MARINE SERVICES PVT LTD

BHA1 BACHNE SHIPPING AGENCY PVT LTD

SMM1 SIMA MARINE INDIA PVT LTD

30
 CUSTOMER SATISFACTION IN JAWAHARLAL NEHRU PORT TRUST

SAM1 SAMSARA SHIPPING PVT LTD

KLI1 K LINES

GGL1 GOLDEN GULF LINE PVT LTD

HLL1 HAPAG LLOYD LINES

FGL1 FORBES GOKAK LTD

DBC1 DARABSHAW B CURSETJEES

5) Equipment

JN Port : Container Terminal Equipment’s

Container Terminal JNPCT NSICT GTICT TOTAL

RMQCs (Nos.) 9 8 10 27

RTGCs (Nos.) 18 29 40 87

RMGCs (Nos.) 5 3 3 11

Tractor Trailers 130 150 90 370

Reach Stackers 10 3 2 15

Railway Siding Tracks For ICD 4 2 3 9

Quay length (mtrs) 680 600 712 1,992

Draft (mtrs) 12.5 12.5 12.5 -----

Capacity in million TEUs 1.1 1.2 1.8 4.1

Refer plugs ( nos) 390 772 880 1,972

Backup area- in hectares ( 71.4 28.84 54.57 151.81

container yard)

Reach stackers 10 3 4 17

Railway siding tracks for ICD 4 2 3 9

31
 CUSTOMER SATISFACTION IN JAWAHARLAL NEHRU PORT TRUST

YARD CAPACITY (GROUND 10,482 6,222 5,257 21,961

SLOTS)

Marketing strategy

 JNPTs marketing strategy would revolve around the levers of price, customers,
geographies, services and communication and would delineate JNPTs target within each
of the levers
 Cost – How would JNPT ensure competitive prices for its services and how would it
provide better value to itscustomers?
 Customers – What customers would JNPT focus on?
 Geographies – What geographies would be serviced by JNPT?
 Communication – What would be JNPTs marketing strategy to attract and retain
customers?
 Services - What services would JNPT offer?

ELEMENT DETAILS

COST JNPT would endeavor to reduce its cost of operations through undertaking
various initiatives that aid in improving efficiency. This would include
development of automation infrastructure to reduce process time,
improvement and upgradation of infrastructure to increase efficiency and
regular training of employees to improve turnaround times.

JNPT would also focus on improving service level of current processes

through improvement in processes and introduction of marketing team
which would undertake customer management practices to ensure service
levels and customer satisfaction

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CUSTOMER SATISFACTION IN JAWAHARLAL NEHRU PORT TRUST

CUSTOMERS JNPT would focus on customers in the western and northern region. It
would aim at attracting and retaining these customers through various
customer driven as well as service driven initiatives.

The customers would be large shipping lines for cargo and marine related
services.

To retain and attract these customers JNPT would develop customer

centric marketing team which would ensure customer satisfaction within
the users. JNPT would also endeavor to capture a larger part of the value
chain and get direct contact with the end customers. This would be done
through extension of services

GEOGRAPHIES JNPT would service Maharashtra and the northern geographies. To ensure
smooth flow of traffic from these regions JNPT would ensure that all
elements in the port are developed (connectivity, RMGCs,

RMQCs etc).

Apart from this JNPT would also endeavor to attract traffic from northern
regions by providing additional value through services such as
warehousing, EPZ etc. Over the long term JNPT would also explore

entering the transport logistics sector (Rail freight containerization)

between northern geographies and the port to ensure smooth flow of traffic

COMMUNICATI JNPT would also develop a marketing team to ensure that the users are
ON aware of its capabilities and service offering. The marketing team would
also ensure effective customer management and satisfaction through
account management and feedback (These have been detailed within the

commercial strategy)

SERVICES JNPT would primarily be a landlord port facilitating port services executed
by services providers.

It would as a port offer the following services in the following areas

􀁺Containers (Marine and Cargo Handling)

􀁺Liquids (Marine and Cargo Handling)

􀁺Logistics (CFS, Empty yards and FTZ)

The services provided by JNPT would help in retaining and attracting

33
CUSTOMER SATISFACTION IN JAWAHARLAL NEHRU PORT TRUST

customers. Apart from this services such as logistics would also enable
JNPT to generate additional revenues from resources available at JNPT.
The additional services would also help in industrial growth in the region
and would help industries in:

􀁺Reducing transit losses,

􀁺Reduce time to market ;

thereby, aiding the industries in reducing costs. JNPT would also evaluate
entering into new service segments such as Ro-Ro if they are found to be
an attractive proposition in the future.

These services would also act as a sustainable competitive advantage of

JNPT over other ports in India.

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 CUSTOMER SATISFACTION IN JAWAHARLAL NEHRU PORT TRUST

Marketing at JNPT

JNPT's marketing team will strive toward efficient customer management and developing the
same as a competitive advantage of JNPT over other ports. The role of the marketing team will
be centered around the following four aspects

• Customers

• Price

• Promotion

• Competition

Customers: The marketing team would be divided into key account managers. Each account
manager would be responsible for 2-3 customers and would aim at maximizing revenues from
the customers as well as for resolving any customer related queries.

Price: The marketing team would constantly study the competitors and would play a role in
developing pricing strategies for the port. These strategies would revolve around volume
discounts, growth discounts as well as route discounts.

Competition: The team would regularly study the environment to develop reports on competitor
plans as well as future scenarios. These would be provided to various departments of the port for
appropriate action. The team would also be responsible for identifying future opportunities.
These can arise from specific routes, specific industries or specific customers. The marketing
team would then develop strategies to exploit the opportunity for the port. These would be

passed to the senior management for review.

35
 CUSTOMER SATISFACTION IN JAWAHARLAL NEHRU PORT TRUST

Promotion: The marketing team would regularly showcase capabilities of JNPT in port and
logistics to customers to attract new customers and retain strategic customers

Facts and Finding

JAWAHARLAL NEHRU PORT TRUST

QUESTIONNAIRE FOR CUSTOMER SATISFACTION

Dear Sir,
It is our part of study to find needs, expectations and pursue excellence of customers at JNPT.
Please spare few minutes of your valuable time, evaluate and tick the columns you consider
appropriate for us from following questionnaire.

Date:

Sr.N Subject 1 2 3 4 5
o

A Reliability (Ability to perform the assured service reliably and accurately).

1 JNPT follows through with commitments in a timely manner.

2 JNPT shows a sincere interest in solving customer's problems/difficulty.

3 JNPT performs the service right the first time.

4 JNPT is reliable.

5 JNPT insists on error-free records

B Empathy/Understanding (caring, individualized attention a JNPT provides its customers).

1 JNPT gives customer a personal attention.

36
 CUSTOMER SATISFACTION IN JAWAHARLAL NEHRU PORT TRUST

2 JNPT has convenient service features (e.g., hours,contacts, etc.).

3 JNPT has customer's best interests at heart.

4 JNPT understands my specific needs.

C Tangibles (appearance of physical facilities, equipment, personnel & communication

materials).
1 JNPT has modern and/or appropriate facilities and equipment.

2 JNPT's physical facilities are visually appealing.

3 JNPT projects a professional image.

D Responsiveness (willingness to help customers and provide prompt service).

1 JNPT informs customer exactly when services will be performed.

2 JNPT gives customer prompt service.

3 JNPT are always willing to help me.

4 JNPT never too busy to respond to customer's requests.

E Assurance (knowledge and courtesy of JNPT officers & staff and their ability to inspire trust
and confidence.
1 The behavior of Officers & Staff of JNPT instills confidence in customer.

2 Customer feels safe in dealing with Officers & staff of JNPT.

3 Officers & staff of JNPT are courteous.

4 Officers & staff of JNPT have the knowledge to answer customer's questions.

Total out of 100

Marking: 1-Below average, 2-Average, 3-Good, 4- Very Good, 5-Excellent.

37
 CUSTOMER SATISFACTION IN JAWAHARLAL NEHRU PORT TRUST

A. Reliability (Ability to perform the assured service reliably and accurately).

1. JNPT follows through with commitments in a timely manner.

1.Below average 2. Average 3.Good 4. Very Good 5. Excellent

Reliability

Below average Average Good Very Good Exellent

38
 CUSTOMER SATISFACTION IN JAWAHARLAL NEHRU PORT TRUST

2. JNPT shows a sincere interest in solving customer's problems/difficulty.

1.Below average 2. Average 3.Good 4. Very Good 5. Excellent

39
 CUSTOMER SATISFACTION IN JAWAHARLAL NEHRU PORT TRUST

Sincere Interest

Below average Average Good Very Good Exellent

3 JNPT performs the service right the first time.

1.Below average 2. Average 3.Good 4. Very Good 5. Excellent

40
 CUSTOMER SATISFACTION IN JAWAHARLAL NEHRU PORT TRUST

Right Service

Below average Average Good Very Good Exellent

3. JNPT is reliable.

1.Below average 2. Average 3.Good 4. Very Good 5. Excellent

41
 CUSTOMER SATISFACTION IN JAWAHARLAL NEHRU PORT TRUST

Reliable

Below average Average Good Very Good Exellent

4. JNPT insists on error-free records.

1.Below average 2. Average 3.Good 4. Very Good 5. Excellent

42
 CUSTOMER SATISFACTION IN JAWAHARLAL NEHRU PORT TRUST

Error free

Below average Average Good Very Good Exellent

B. Empathy/Understanding (caring, individualized attention a JNPT provides its

customers).
1. JNPT gives customer a personal attention.

1.Below average 2. Average 3.Good 4. Very Good 5. Excellent

43
 CUSTOMER SATISFACTION IN JAWAHARLAL NEHRU PORT TRUST

Attention

Below average Average Good Very Good Exellent

2. JNPT has convenient service features (e.g., hours,contacts, etc.).

1.Below average 2. Average 3.Good 4. Very Good 5. Excellent

Convenient Service

Below average Average Good Very Good Exellent

3. JNPT has customer's best interests at heart.

1.Below average 2. Average 3.Good 4. Very Good 5. Excellent

3 13 24 7 3

44
 CUSTOMER SATISFACTION IN JAWAHARLAL NEHRU PORT TRUST

Best Interest

Below average Average Good Very Good Exellent

4. JNPT understands my specific needs.

1.Below average 2. Average 3.Good 4. Very Good 5. Excellent

1 13 16 13 7

Understanding

Below average Average Good Very Good Exellent

C. Tangibles (appearance of physical facilities, equipment, personnel & communication

materials).
1. JNPT has modern and/or appropriate facilities and equipment.

1.Below average 2. Average 3.Good 4. Very Good 5. Excellent

0 11 15 17 7

45
 CUSTOMER SATISFACTION IN JAWAHARLAL NEHRU PORT TRUST

Modern facilities

Below average Average Good Very Good Exellent

2. JNPT's physical facilities are visually appealing..

1.Below average 2. Average 3.Good 4. Very Good 5. Excellent

2 8 15 17 8

Professional Image

Below average Average Good Very Good Exellent

3. JNPT projects a professional image.

1.Below average 2. Average 3.Good 4. Very Good 5. Excellent

3 12 14 8

46
 CUSTOMER SATISFACTION IN JAWAHARLAL NEHRU PORT TRUST

Professional Image

Below average Average Good Very Good Exellent

D. Responsiveness (willingness to help customers and provide prompt service).

1 JNPT informs customer exactly when services will be performed.

1.Below average 2. Average 3.Good 4. Very Good 5. Excellent

7 9 14 13 7

Responsiveness

Below average Average Good Very Good Exellent

2 JNPT gives customer prompt service.

1.Below average 2. Average 3.Good 4. Very Good 5. Excellent

1 13 21 9 6

47
 CUSTOMER SATISFACTION IN JAWAHARLAL NEHRU PORT TRUST

Prompt Service

Below average Average Good Very Good Exellent

3 JNPT are always willing to help me.

1.Below average 2. Average 3.Good 4. Very Good 5. Excellent

2 8 23 12 5

Willingness

Below average Average Good Very Good Exellent

4 JNPT never too busy to respond to customer's requests.

1.Below average 2. Average 3.Good 4. Very Good 5. Excellent

0 11 17 14 8

48
 CUSTOMER SATISFACTION IN JAWAHARLAL NEHRU PORT TRUST

Respond to Customer

Below average Average Good Very Good Exellent

E Assurance (knowledge and courtesy of JNPT officers & staff and their ability to inspire
trust and confidence.

1 The behavior of Officers & Staff of JNPT instills confidence in customer.

1.Below average 2. Average 3.Good 4. Very Good 5. Excellent

2 12 16 11 9

Behavior with Customer

Below average Average Good Very Good Exellent

2 Customer feels safe in dealing with Officers & staff of JNPT.

49
 CUSTOMER SATISFACTION IN JAWAHARLAL NEHRU PORT TRUST

1.Below average 2. Average 3.Good 4. Very Good 5. Excellent

0 17 13 12 8

Customer Safety

Below average Average Good Very Good Exellent

3 Officers & staff of JNPT are courteous.

1.Below average 2. Average 3.Good 4. Very Good 5. Excellent

4 13 16 15 2

Courteousness

Below average Average Good Very Good Exellent

50
 CUSTOMER SATISFACTION IN JAWAHARLAL NEHRU PORT TRUST

4 Officers & staff of JNPT have the knowledge to answer customer's questions.

1.Below average 2. Average 3.Good 4. Very Good 5. Excellent

0 10 22 12 6

Staff Knowledge

Below average Average Good Very Good Exellent

coupe with search in growing traffic.

Abbreviations

APL American President Lines

BOT Build-Operator-Transfer

BPCL Bharat Petroleum Corporation Limited

CD Chart Datum

CFSs Container Freight Stations

CHA Custom House Agent

CIDCO City and Industrial Development Corporation of Maharashtra Ltd

CONCOR Container Corporation of India Limited

CTCC Container Terminal Computer Centre

51
 CUSTOMER SATISFACTION IN JAWAHARLAL NEHRU PORT TRUST

EDI Electronic Data Interchange

ICDs Inland Container Depots

IOCL Indian Oil Corporation Limited

ISO International Standard Organization

IT Information Technology

BOOT Build Own Operate & Transfer

BOT Build Operate Transfer

CAGR Compounded Average Growth Rate

CFS Container Freight Station

CHA Custom House Agent

CII Confederation of Indian Industry

CONCOR Container Corporation of India

DWT Dead Weight Tonnage

EDI Electronic Data Interchange

FEU Forty feet Equivalent Unit

GAPL Gujarat Pipavav Port Limited

GDP Gross Domestic Product

GMB Gujarat Maritime Board

GPS Global Positioning System

GRT Gross Registered Tonnage

GTIPL Gateway Terminals India Private Limited

ICD Inland Container Depot

ICT Information and Communication Technology

IPA Indian Port Association

IPMS Integrated Port Management System

52
CUSTOMER SATISFACTION IN JAWAHARLAL NEHRU PORT TRUST

JNPT Jawaharlal Nehru Port Trust

KPT Kandla Port Trust

MICT Mundra International Container Terminal

MIS Management Information System

MoS Ministry of Shipping

MPA Major Ports Act

NSICT Nhava Sheva International Container Terminal

PPP Public Private Partnership

PSA Port of Singapore Authority

RFID Radio Frequency Identification Device

RMGC Rail Mounted Gantry Cranes

RMQC Rail Mounted Quay Cranes

RTGC Rubber Tyred Gantry Cranes

SBM Single Buoy Mooring

SEZ Special Economic Zone

SPM Single Point Mooring

SPV Special Purpose Vehicle

TEU Twenty feet Equivalent Unit

TOS Terminal Operating System

VTMS Vessel Traffic Management System

JNPCT Jawaharlal Nehru Port Container Terminal

JNPT Jawaharlal Nehru Port Trust

LPG Liquefied Petroleum Gas

NOL Neptune Oriental Line

NSICT Nhava Sheva International Container Terminal

53
 CUSTOMER SATISFACTION IN JAWAHARLAL NEHRU PORT TRUST

NVOCCs Non-vessel-operating Common Carriers

POL Petroleum Oil Lubricant

RMGC Rail Mounted Gantry Cranes

RMQC Rail Mounted Quay Cranes

RTGC Rail Tryed Gantry Cranes

SCI Shipping Corporation of India

SEZ Special Economic Zone

TAMP Tariff Authority of Major Ports

TEU Twenty-foot Equivalent Unit

VOA Vessel Operating Agent

VTMS Vessel Traffic Management System

CONCLUSION

JNPT is the No.1 container port in INDIA. There are so many people who are employed there.
The customers of JNPT are the daily vessels, expected vessels and many more. The customers
feel satisfy with the service provided by it and they are very convinent to them. They shows
sincerity in problem solving of the customer.

54
 CUSTOMER SATISFACTION IN JAWAHARLAL NEHRU PORT TRUST

Bibliography –

www.jnport.gov.in

www.google.co.in

55
 CUSTOMER SATISFACTION IN JAWAHARLAL NEHRU PORT TRUST

JAWAHARLAL NEHRU PORT TRUST

QUESTIONNAIRE FOR CUSTOMER SATISFACTION
Dear Sir,
It is our part of study to find needs, expectations and pursue excellence of customers at JNPT.
Please spare few minutes of your valuable time, evaluate and tick the columns you consider
appropriate for us from following questionnaire.

Date:

56
 CUSTOMER SATISFACTION IN JAWAHARLAL NEHRU PORT TRUST

Sr.N Subject 1 2 3 4 5
o

A Reliability (Ability to perform the assured service reliably and accurately).

1 JNPT follows through with commitments in a timely manner.

2 JNPT shows a sincere interest in solving customer's problems/difficulty.

3 JNPT performs the service right the first time.

4 JNPT is reliable.

5 JNPT insists on error-free records

B Empathy/Understanding (caring, individualized attention a JNPT provides its customers).

1 JNPT gives customer a personal attention.

2 JNPT has convenient service features (e.g., hours, contacts, etc.).

3 JNPT has customer's best interests at heart.

4 JNPT understands my specific needs.

C Tangibles (appearance of physical facilities, equipment, personnel & communication

materials).
1 JNPT has modern and/or appropriate facilities and equipment.

2 JNPT's physical facilities are visually appealing.

3 JNPT projects a professional image.

D Responsiveness (willingness to help customers and provide prompt service).

1 JNPT informs customer exactly when services will be performed.

2 JNPT gives customer prompt service.

3 JNPT are always willing to help me.

4 JNPT never too busy to respond to customer's requests.

E Assurance (knowledge and courtesy of JNPT officers & staff and their ability to inspire trust
and confidence.
1 The behavior of Officers & Staff of JNPT instills confidence in customer.

57
 CUSTOMER SATISFACTION IN JAWAHARLAL NEHRU PORT TRUST

2 Customer feels safe in dealing with Officers & staff of JNPT.

3 Officers & staff of JNPT are courteous.

4 Officers & staff of JNPT have the knowledge to answer customer's questions.

Total out of 100

Marking: 1-Below average, 2-Average, 3-Good, 4- Very Good, 5-Excellent.

F Company name:____________________________________________________________

G Address :_________________________________________________________________

H Tel.No. :_______________________, Fax No.:____________________________________

I Email :_________________________,

Signature:_____________________________

58