This research work attempted to
investigate on the marketing of courier services in Enugu State with special
reference to (TNT/IAS) Thomas Nationwide Transportation/International Airline
Services of Nigeria which is the case study.
Couriers are established to
make profits. Are these profit made at the expenses of the customers? Or
is it as a result of the services provided by the courier. It is the arm
of this TNT/IAS of Nigeria market their courier services to their various
customers. In other words, is customer’s satisfaction what these couriers
aim to achieve.
To solve the research problem
both primary and secondary data were collected. The research instruments
used in collecting the data were questionnaires and oral interview. The
respondents comprised of the couriers staff. Customers of the courier.
In organizing and presenting
data collected, tables, frequencies, pie chart, histogram and percentages were
used. The various hypotheses were tested using the chi-square.
Data analysis and
interpretation gave the following findings:
department is not established in all the courier’s branches.
Nationwide transportation of Nigeria faced intense competition from other
interest charged by the courier are high.
customers know about the courier through advertising, friends employer and
Based on the findings the researcher
department should be established in all the courier’s branches to see that
customers are satisfied.
courier should reduce its charges to its various customers.
The conclusion of the study is
that marketing of courier services should be done by TNT/IAS of Nigeria.
This is to increase the customers satisfaction and increase its profitability.
TABLE OF CONTENTS
Background of the Study
Statement of the Problems
Objectives of the Study
Significance of the study
Scope of the study
Definition of Terms
Meaning of Marketing
Meaning of Service
An Overview of Courier Services
The Needs of Marketing of Courier Services
The Place of Marketing in Courier Services
Strategies for Marketing of Courier Services
Problems Associated with Marketing of Courier
Prospects of Marketing of Courier Services
Marketing of Delivering Services in Thomas
Sources of Data
Population of the Study
Sample Size for Courier’s Staff
Sample Size for Customers
Research Instrument Used
Questionnaire Administration and Response
Rate for Courier’s Staff
Questionnaire Administration and Response
Rate for Courier’s Staff
Method of Data Treatment and Analysis
PRESENTATION AND ANALYSIS
Analysis of Courier’s Staff Questionnaire
Analysis of Customers Questionnaires
Test of Hypotheses
DISCUSSION OF FINDINGS RECOMMENDATIONS
Summary of Findings
As a researcher, I should be
able to X-ray the important of Courier service in customer’s delivery.
Here the research will be interested in the marketing of courier service in
delivery service, to observe that the major problem facing the industry is the
infrastruction by the government, Bad road in service delivery. It is
expected that at the end of his study he/she will be able to discover the ways
and means through which “TNT/IAS and other courier services should deliver an
effective and efficient customer service, so as to ensure customer
STATEMENT OF PROBLEM
The study will reveal the
research work of courier service deliver in dispatch of goods services and to
examine the effects of ineffective customer service delivery. It is
therefore important to find out the place of customer services in delivery.
OBJECTIVE OF THE STUDY
Some of the objective of the
Whether the customers of the above courier are satisfied with the quality of
To determine the extent of which marketing of delivery services have increased
the volume of dispatch in TNT/IAS of Nigeria.
To appraise the contribution of marketing of delivery services to the
profitability of the courier service.
FORMULATION OF HYPOTHESES
The following hypothesis should
be carried out in the study.
HO: The customers of the
courier (TNT/IAS) are satisfied
HI: The customers of
the courier are not satisfied
HO: There is long delay in
delivery goods & shipment of consignment in (TNT/IAS)
HI: There is no long
delay in delivery goods & shipment of consignment in (TNT/IAS)
SIGNIFICANCE OF THE STUDY
This study will be of immense
benefit to courier service in building customer satisfaction value and
SCOPE OF THE STUDY
The scope of the study will be
the management and staff of the service (TNT/IAS) and their customers in Enugu
DEFINITION OF TERMS
For easily understating of the
topic all the important terms are to be defined.
A comprehensive literature
review will be carried out by the researcher. This review will come under
two sub-heads directly related literature and indirectly related literature,
the following will be discussed.
Effectiveness of Courier Service delivery in marketing services.
Advantages of Marketing philosophy in Courier Service.
Important of internal marketing in courier service delivery.
RESEARCH DESIGN AND METHODOLOGY
The procedure used in carrying
out the study will be stated.
Questionnaire will be shared
and administered to a population comprising the marketing of courier service
delivery in delivering service.
PRESENTATION ANALYSIS AND
INTERPRETATION OF DATA
The analysis of data will
involve the use of descriptive analysis. In this, the researcher will
descriptively analyze the flow of response by the target respondents and
perceiving scores will be assigned to the responses. Data presentation will
involve the use of the respondents flow table and the research question will be
SUMMARY OF FINDINGS,
RECOMMENDATION AND CONCLUSION
The researcher will base on the
analysis, present or summary of findings, then based on the analysis, present a
summary of findings.
Then based on the summary of
findings recommendation will be draw from the research and conclusion will be
1.1 BACKGROUND TO THE STUDY
The alarming rate of courier
distress in an economy where premium domestic delivery, nationwide. They
delivered consignment to major cities in less than twelve hours and within
twenty-four hours to other location nation-wide and has gained steady
recognition as Europe largest and one of the world leaders in the express
delivery field. In recent times, the delivery industries while undergoing
some operational and managerial changes is also been faced with severe
The researcher considered
TNT/IAS of Nigeria PLC for the purpose of this study because of the position it
occupies in the industrial sector and its strategic location to the researcher.
TNT/IAS of Nigeria is leading
delivery institution in Nigeria with many years of delivery experience.
Industry and resilience behind it. Although the journey has not been
easy, IAS has been able to weather through the storm, achieved so much within
the years. With a highly skilled and experienced man power, the company
has been able to have a strong asset base, state of the art infrastructure and
high liquidity. Its flexible power in synergy is tremendous and accounted
for the impressive performance of the company over the years even till June
1999 when it entered into services partnership with TNT International,
producing the most effective quality, express delivery network for any
Perhaps an insight into how it
all began could help. IAS Cargo Airlines pioneered cargo handling and
freight business in Nigeria in 1971. It remained essentially a British
concern with head quarters in London until 1974 when the Nigeria joint venture
Later in 1980 the company
became fully indigenous and the business areas were broadened to once again
pioneer organized express delivery service in the country, IAS Cargo Airlines
therefore became the forerunner of IAS International Express with headquarter
in Maryland, Lagos in June 1999 IAS became affiliated with TNT International
Express World’s largest provider of express, mail and logistics. The
associate gave birth to TNT/IAS Express which is the widest and most reliable
courier network in Nigeria. A major diversification programme was carried
out in the company early in year 2001, whereby the logistics division was
established among others. The strategic move made the trial blazing
TNTIAS the first one-stop express and logistics services supermarket nationwide
with well over 260 outlets nationwide, TNT/IAS moves consignment of various
size, shapes and weight across the nation, African continent and the world for
clients in various sectors of the economy. The network is sustained
through a carefully planned use of a large fleet of power motocycles, shuttle
trucks, speed vans, telephones and computer network.
Today, TNTIAS Express
International provides on-demand, time-definite and day-certain, door to door
delivery services nationwide and worldwide. TNTIAS comprehensive network
of offices and depots extends to all countries of the world and operates
everywhere with uniform process and systems.
The TNTIAS domestic spread in
Nigeria is extensive and excellently run. It has outlets in more than 260
However, as competition
business geared up, it became imperative to run attention to the realization of
the company’s mission or achieve a recognized world leadership position through
excellent service to customers of its logistics services, the motorized
delivery services would soon start.
The company has the haulage
capacity to move over 1,000 tons of Express materials daily. Areas to be
covered are Abuja, Benin, Aba and many others. The marketing of
delivering services holds that key to achieving organizational goals consist in
determining the needs and wants of largest markets and delivery the desired
satisfaction more effectively and efficiently than competitors. Applying
marketing concept in carrying out delivery services is a frame of mind, which
the marketer works with. It is based on a market focus, efficiency,
guaranteed service and customers friendliness. It starts with a well
defined market, determining who its market will be. Who he hopes to
satisfy, even after the market has been defined, a company can still fail at
customer efficiency. By customer efficiency, the customers need is
defined from the customer’s view point and not from that of the company.
Customer efficiency seeks to crown the customer’s as “king” recognizing that he
is the lifeblood of the organization, and aims at satisfying the desires of the
The importance of marketing or
the delivery industry which is a licensed institution authorized to perform
delivery functions of safe custody of mail division services, logistics and
express division services cannot be over emphasized. IAS Express is the
foremost indigenous courier company in Nigeria, the express courier delivering
company has the largest office network in Nigeria with over 240 outlets in
various location including desert towns and crecks. We have more than 500
staff and operate on a fleet of over 250 vehicles and 200 motocycles. IAS
Express has it corporate head quarters at 2nd Round
about Lekki Epe Expressway, Lekki, Lagos.
TNT International Express
commenced operations in 1946 in Australia, with its headquarters situated in
Amsterdam as one of the worlds leading courier companies. TNT
International Express delivers more than two million parcels a week with a
staff strength of over 116,000 workers in over 200 countries worldwide.
In June 1999 IAS Express
entered into service partnership with TNT International Express, producing the
most effective quality, express delivery services for any customer.
TNT/IAS Express combines the global network and efficient on-time delivery with
the nationwide, guaranteed services of IAS Express to the great satisfaction
and peace of mind of the customer.
TNT/IAS Express has a wide
range of information technology support services which include web collection,
on-line collection ordering services, web-tracker, a facility that allows you
to pinpoint the whereabouts of your shipments anywhere in the world, plus
partnership express and partnership tracker, just visit TNT website on
Express Division Services: we aim to be the fastest, most reliable provider of
express delivering services. This division guarantees tailor-made
solutions for your most urgent, sensitive and complex consignments, with the
fastest possible pick-up and delivery services, (D2D) Door-2-Door and (B2B)
Business-2-Business deliveries. Other ranges are, intra-city pick-up and
delivery services, Regional, Nationwide, Express documents International,
Express Parcels tps.
Logistic Division Services: This product merges one or more components of a
customer’s supply chain, including in bond logistic, manufacturing materials
management, production, finished goods, warehousing, distribution, after-market
services, Reverse logistics, etc. This is further expressed by our
significant presence in the Automotive industry.
Mail Division Services: Our mail division provides services for collecting,
sorting, transporting and distributing metro mails, bulk and high volume mails,
including letters, printed matter and parcels, as well as for distributing
addressed direct mail and unaddressed mail, our long experience in the mail
industry has helped us become one of the world’s leading postal operators.
The marketing function in TNT
core mail products focuses on the following:
mail manager out integrated mail service
delivery service – “metro priority” (time definite)
advisory service working with national postal offices to offer cross border
mails services on global scale.
mail delivery service.
Therefore, the coming together
of the two giants in the courier industry has brought to your door steps the
long awaited revolution and to help their dear customers, stay out in front.
1.2 STATEMENT OF PROBLEM
Players in today’s business
environment are better informed about the dynamic and strategies of getting a
better chunk of the market share. Companies especially those in the
courier and logistics sub-sector of Nigeria economy have graduated from the era
of relying on only marketing and the traditional customer services into
exceptional customer services.
In exceptional customer service
enquiries and complain are resolved now, being fast is not good enough.
Furthermore, mechanism has to be in place to not only meet customer’s
expectations but exceed them all pending issues must be resolved the one day
and adhered to religiously even in a situation where the final solutions are
Understanding the uniqueness of
each customer’s requirement offering a range of distribution of services that
creates a single solution specific to each customer’s operational needs is what
TNT/IAS does best.
Companies that are doing well
today have strived to make a lot of infrastructure investments over the years,
there by extending the gap between the quality of services they render and
those of their competitors. Infrastructure may include human resources,
more outlets or collection centres, new innovation in the areas of IT,
communication etc, there is no doubt that in the courier and logistic
sub-sector of the Nigeria economy, companies doing today’s business with
yesterday’s business ideas will not be in business tomorrow. Now is the
time to rise up to the challenges and deliberately extend the gap that has been
created between the quality of services rendered by us and those of our
TNT, their services are
designed to eliminate concerns associated with packaging, handling and
transportation of all categories of consignment, ranging from bio-chemical,
bio-medical, human diagnostic specimen, as well as other temperature sensitive
pharmaceutical products as part of our customer’s satisfaction strategy, our
packaging which is designed to ensure express distribution, safe handling and
priority treatment of time service shipment of non-infectious human specimen,
like blood samples. In a bid to leave our footprints on the sand of
history of the courier industry. There is now keen competition and to
compete means to apply the marketing concept. Are these criticisms
justified or are they just a mere run down of the delivering industry because
they are making profit in an era of economic shrimp.
1.3 OBJECTIVES OF THE STUDY
In view of the problems
highlighted above, it is the aim of the study to find out:
Whether the customers of the above courier are satisfied with the quality of
delivering service they received.
To find out the problems facing the courier.
To determine the extent of which marketing of delivering services have
increased the volume of dispatch in TNT/IAS of Nigeria Plc
To appraise the contribution of marketing of delivering services to the
profitability of the courier.
To formulate marketing strategies and make recommendation that would be more
effective in the marketing of delivering services.
To know the extent of the relationship between the courier and its customers.
To know if the courier has marketing department.
1.4 HYPOTHESES FORMULATION
Based on the problems and
objectives of the study the following hypotheses are put forward for testing.
HO – The
customers of courier (TNT/IAS) are satisfied.
HI – The customers of courier are not satisfied.
HO – There is
long delays in delivering goods and shipment of consignment in (TNT).
HI – There is no long delays in delivering goods and
shipment of consignment in (TNT).
HO – There is a
lot of unfriendly attitudes exhibited by the staff of (TNT/IAS) to its various
HI – There is a lot of friendly attitudes exhibited
by the staff of (TNT/IAS) to its various customers.
HO – Cordial
relationship does not exist between the courier and its various customers
HI – Cordial relationship exist between the courier
and its various customers.
1.5 SIGNIFICANCE OF THE STUDY
The researcher’s work would
help to undispatch goods and shipment into the delivering industry the
marketing philosophy, which helps organizations to achieve their desired
objectives move effectively and efficiently. It will help to boost the
image of the organization (establishment and maintenance of good organizational
The study will strengthen the
staff-customer relationship. It will boost the loyalty and customer
retention. It will equally enable the company to see their customer as
king and direct its operations towards the customer’s satisfaction.
The work will also serve as a
reference for future research work and add to the existing literature in a
Nigeria situation, above all marketing practitioners and students at graduate
and undergraduate level will find the research work useful.
1.6 SCOPE OF THE STUDY
The scope of this
research work would be limited to Thomas Nationwide
Transportation/International Airline services (TNT/IAS) of Nigeria Enugu.
That is the study cover the personnel, customers of the courier.
1.7 DEFINITION OF TERMS
The following terms used in
this study should be taken to mean the following:
Marketing according to ADIRIKA
ERNEST OKEY EBUE BONA CHUKS and NNOLIM DOROTHY (MRS) first published 1996 of
principles and practices of marketing II define marketing as a management
activities responsible for identifying, anticipating and satisfying customer
needs and wants through exchange process.
Courier is defined as the
business of receiving, collecting surplus dispatch or shipment and notifies
their dispatch to the forwarding agent in the importer’s country and delivery
services, time incentive documents. Parcel and Logistic solution or
The marketing concept holds
that, the key to achieving organizational goals consist in determining the
needs and wants of target markets and delivering the desired satisfactions more
effectively and efficiently than competitors.
separately identifiable tangible activities which provide want satisfaction
when marketed to customers and for industry users and which are not necessarily
tied to the sale of a product or another service.
TERMS AND CONDITIONS APPLY
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