A Study on Cargo Handling Process in Shipping and Logistics with Special Reference to Manidra Logistics Pvt. Ltd, Chennai

In recent years, many businesses have become more globalized due to advancements in technology and computer
networks. As a result, many of these globalization efforts have been enabled by the use of computers and have created
opportunities for companies to work together in partnerships that allow them to create efficiencies by utilizing each other's
strengths for the purpose of providing a higher level of service and meeting rising customer retention rates.
To identify best practices for the cargo handling process, I examined how logistics companies can provide their customers with a
competitive advantage through different handling practices. To achieve this goal, I assessed customer satisfaction levels for those
who utilized Mahindra Logistics (an Indian third-party logistics service provider). My analysis included the relationship of
Mahindra to each of its customers from five different sectors (automotive, pharmaceutical, consumer goods, food and beverage),
and also included a survey of 185 customers to determine how well Mahindra Logistics met customer service expectations.
The value of this research lies in the fact that the research developed herein consisted of operational data as well as information
from emerging digital marketing research, and will continue to enable new forms of partnerships to form in both logistics and
transportation.
Descriptive and correlational analyses (i.e., Chi-square tests, Pearson correlations) were performed to produce the findings.
Although there are several areas where Mahindra Logistics meets customer service requirements, there are still major areas
where the organization has not achieved target levels of service (i.e., agility/response time, special requests, and punctuality).
Findings were also based on recent empirical studies of digital marketing practices related to the field of freight forwarding.
Findings indicate that Digital Marketing Practices (DMP) is an excellent predictor of Customer Awareness (R2 = 0.690, p <
0.001), and DMP’s and Communication Practices (CP) are the most significant drivers of Business Impact (both direct and
indirect) for businesses. Therefore, in order for logistics companies (like Mahindra Logistics) to create sustainable competitive
advantages, they need to combine digital visibility efforts with dependable service delivery systems.
Keywords: Customer, Cargo, Logistics, Organization, Shipping, etc.