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:
Based on the findings the researcher recommends that:
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.
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 problems.
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 customer.
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 was formed.
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 locations nationwide.
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 consumers.
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 WWW.tnt.com.
TNT/IAS DIVISIONS
The marketing function in TNT core mail products focuses on the following:
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.
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