Prashant
Kumar Pandey
Amity
University, India
E-mail: prashantgreat97@gmail.com
Praveen
Kumar Pandey
Sharda
University, India
E-mail: praveen.pandey2022@gmail.com
Submission: 5/17/2020
Revision: 7/3/2020
Accept: 8/26/2020
ABSTRACT
The purpose
of the paper is to understand the effect of the services offered by the CONCOR
on the satisfaction level of the exporters and the importers, which at first,
requires the comprehensive understanding of the services and the best
initiatives that are been taken the CONCOR to influence the satisfaction level
of the exporters and importers. This paper is based on the deductive approach
which includes building up a hypothesis (or hypotheses) in view of existing literature, and afterward outlining an exploration
strategy to test the hypothesis (or, hypotheses). After analysis, it has been
found by the authors that the level of satisfaction of the exporters and
importers is been influenced by the services offered by CONCOR and the years of
engagement that the traders have with CONCOR. Also, the satisfaction level that
the traders have with the add-on benefits such as discount schemes or
e-filling, is very high which shows the happiness among the traders from the
services of CONCOR. Through this study, CONCOR can get the ideal services that
are been provided with the objective of export promotion and also the possible
flaws in services can be redesigned and can also be enhanced through
aggressiveness. The study is limited to the data collected from the CONCOR, Tughlakabad. Through this study, export promotion agencies
including CONCOR can get the ideal services that is been provided with the
objective of export promotion, and also the possible flaws in services can be
redesigned and can also be enhanced through aggressiveness.
Keywords: CONCOR,
Exporters, Initiatives, ICD, Satisfaction, Importer.
JEL Classification-F23
1.
INTRODUCTION
Export and the foreign
trade policy is like the motor of monetary development of any nation which
presents the possibility of new innovations, demands, and gathers capital. From
the perspective of these many developing nations, the world had started the procedure
of making monetary changes in their economies amid the 1980s. India like other
nations amid the 1990s has propelled that reforms in its economy, for example,
in the financial segment, social part, trade division, public segment, and so
forth in the form of globalization and the other policies in the given sectors.
The emergence of the World Trade Organization (WTO) has in a general
sense affected the financial state of worldwide business the world over. The
monetary methodologies of nations are at risk which required the existence of
more grounded principles of worldwide exchange under the new managerial
framework that came into existence after the Uruguay Round of multilateral
agreements
An extension in export
procedures may incite a wide development in progress and running with a fall
in the unemployment rate. Worldwide trade exchange moreover considers the
purchase of capital items from outside countries and opens an economy to
headway in innovation achieved far and wide
A South Asian developing
nation like India has promoted export as methods for promoting financial
growth, in course of its struggle for transforming the domestic economy,
evacuating or streamlining import limitations, ensuring political stability,
empowering investment and lightening poverty, which ought to likewise enhance
output level and lead, in time, to advance progression of export
India has encountered an
expansion in exports, national output, and capital formation, alongside some
unpredictable terms of trade which, in conjunction with the nation's growth
designs, would propose that dynamic connections should exist between exports,
national output, capital formation and terms of negotiation.
With a particular
extreme objective to export through the outskirts of any country like India,
the wonders of export development have an especially colossal part. Export
development is a pre-condition for financial development and moreover to
advance an independent and self-producing economy.
The export development
will be useful from numerous perspectives. Regardless of anything else, it will
be important in removing the hazardous position of adjustment of exchange. Moreover, it will be helpful in giving
markets to particular items and growing nearby markets for certain unique
products.
Also, the export
development will outline the favourable
circumstances for the satisfaction of our improvement ventures and budgetary
game plan. Taking everything into account, the export development will render
the benefits of expansive scale generation open to the producers which, in
turn, will diminish the cost of assembling invigorating further the export
development base
ICD and the dry ports
related readings have been completed with an emphasis on the developed
countries yet less has been finished as for developing countries regardless of
their expanding job in the worldwide SCM. Significant findings by (Roso, 2008; Roso, et al., 2008; Notteboom, 2008;
Rodrigue, et al., 2010; Veenstra, et al., 2012; Wilmsmeier, et al., 2011) to make reference to yet a couple of
focused on Europe and North America.
This paper focuses on
the determination of the services offered by ICDs which all have the relation
with maximization of satisfaction of the exporters. Also, the best practices
and the initiatives that are been taken by the CONCOR to boost up the
satisfaction level of the exporters by providing them additional ease on for
the operations. Also, the authors made the structured questionnaire in order to
collect the background information and the operational information from the
exporters to get an effective picture of their satisfaction level of the
exporters that they have while operating with ICDs.
1.1.
Limitation of the study
· The Scope of Study contemplate has
been finished by choosing one of all ICDs, i.e., ICD, Tughlakabad.
· Exploratory and Qualitative Research
has been done to comprehend the administrations gave by the Export Promotion
Councils.
1.2.
Managerial implications
i.
ICDs
to redesign their administrations and enhance their aggressiveness.
ii.
Exporters
will pick up learning and data for better execution.
iii.
Ministry
of Commerce to take restorative strategy measures.
1.3.
Need for the study
A strong infrastructure
framework is an essential component in the process of making the performance of
export better
Also, WEF's GCI evaluates the intensity
of nations to give understanding to drivers of their profitability and success.
GCI scores are ascertained on the premise of 12 classes called 'pillars of the
competition' which covers both business and social pointers. It incorporates
columns, for example, organizations, framework, wellbeing, and essential training, work showcase
proficiency, money related market advancement, innovative preparation, and market estimate. It is vital to manage
this force and particular exercises for exchange assistance will additionally
empower our development. India was set at 40th rank among 137 nations in the World Economic Forum's (WEF) GCI 2017-18 (UNI, 2018; WEF, 2018).
Inland Container Depots
have a complex part to play as an impetus in promoting exports (UNESCAP, 2006; Pettit & Beresford, 2009).
It does not just develop a stage for the
exporters to redress their issues and proposals to the concerned authority yet
additionally infiltrate new markets for Indian products. ICDs are the NPO
association and defining up objectives for the normal enthusiasm of individuals
focusing on the Country's image. Having a
wide global system, ICDs give complementary trade preferment exercises to the
advantages of Indian exporters. ICDs and the dry ports related readings have
been completed with an emphasis on the developed countries yet less has been
finished as for developing countries regardless of their expanding job in the
worldwide SCM.
1.4.
Objective Of The Study
· To understand the major services and
the initiatives that are offered by
CONCOR
· To understand the role of services
of CONCOR in the maximization of satisfaction of exporters.
· To evaluate exporter-importers’
satisfaction level mainly on the basis of services.
· Suggestions and recommendations for
enhancing the efficiency and effectiveness of ICDs.
2.
LITERATURE EVALUATION
2.1.
Background of the study
As far back as
globalization changed the transport division the most, national limits have
turned out to be porous to the entrance by trade, making the requirement for
versatile transport arrangements. Inter-modalism service and the
containerization service were the by-products of this time and they were ready
to transform in the transportation of the "cargo", transporting it
"flawlessly" all the way through the ocean
and the land or roadways. Merchandise should be ecstatic by the Lorries to the
point of export port, emptied in the port’s warehouse and afterward gets
reloaded on the cargo ship “part by part”.
Malcolm McLean gave a
concept of containerization
The strategic activity
of Indian Railways to containerize the freight transport
put India on the multi-modular guide without precedent for 1966
2.2.
Worldwide Services And Facilities
LCL Consolidation-The method of LCL consolidation incorporates the maximization of not as
much as compartment stack from an Inland Container Deport to an assigned
"merchant's point" terminal under customs seals, all the more
frequently in a neighbourhood holder or
something to that effect. At the chose port terminal, the pre-fixed holders are
opened and the load re-tackled an objective wise commence without being
subjected to re-evaluation by Customs
people. For instance, Exporter masterminded in Colombo, Sri Lanka has a shipment
to be traded to abroad buyer in Antwerp by means of the ocean – say concerning
4cbm of 1200kgs. As indicated by your cost of shipping in a full holder, the
heap isn't worth as the total sum and volume are too little to stack into a
compartment. This is called LCL shipment, infers Less Container Cargo shipment.
Such services gave by ICD are greatly alluring the clients.
Cool Chain/Reefer Services-Presently, in this world, the reefer-mass fleet has experienced an
irreversible abatement, while the reefer compartment armada has exhibited a
constant rate of development
This will require tying
up with manufacturers and clients uninhibitedly or tie-up with sustenance taking care of major to spread its
things. Return trips wherever conceivable make cold chain tasks more beneficial
and all over demonstrates the differentiation between standard venture and misfortunes
Production line Stuffing and De-Stuffing-Keeping in time with the global example,
containers are as of now embarking to shipper's units more for cargo
stuffing/de-stuffing, as against the general example 10 years sooner, when an
expansive bit of the heap was getting stuffed/de-stuffed at the ports/ICDs or
at the plant which should be settled under the supervision of custom officer
E-Filing office at ICD- E-Filing administration is an online application for EXIM zones being
operational at Terminal/Inland Container Depot of CONCOR. The objective of this
product is to give one phase to the entire
import/export exchange to perform online all their business trades with EXIM
territories from wherever. This particular service can be used as the
advertising methodology for attracting the exporters towards the ICDs
Through this product,
any merchant/exporter/shipping administrator can record his reports including
charging and take basic printouts. Diverse Queries and Reports are moreover
part of this electronic programming to screen container at each stage and besides
to find due add up to be paid to ICD. This administration engages customers
like Shipping lines, Importers, Exporters, and CHA's to record the required
files online for process and take imperative printouts of arranged yield
through the web from wherever without physically coming to terminal/ICD.
Electronic Signatures have been composed of e-filling to impact the system more
to anchor. This engages our customers to get to information concerning their
shipments by strategies for the site
Hub and Spoke Services- The places where CONCOR faces challenges from the private transport
companies were the price and the time for transportation. CONCOR has a belief
that in a normal course of business, they are able to tackle the challenge of
the price of transportation of heavy cargoes from
one place to the other given place and also, the truck operators under the
company offers some sort of flexibility of timing for any given shipment
Trucks such as Volvo trucks immensely lowered down the transit time
of the shipment. Such a massive change is giving competition to the rail transit
time and also has increased the level of competition in the market. The phrase
“hub and spoke” came into existence to mix the advantages of rail transport as
well as road transport. If both
conditions, i.e., international orders as well as national orders, taken into
concern with the objective of making the process of both the orders feasible
for the exporters or importers, then in that case, the hub and spoke service of
CONCOR can be considered as the most effective one
Such kind of operations
includes the mixture of both rail and
road transportation wherever which is applicable best. At present point in
time, ICD in Tughlakabad is offering the best
terminal hub for the other terminals like Moradabad, Ludhiana, etc. Also, ICD Khatuwas has emerged as a
hub for transhipment orders
between North India and West India
Add up to Logistics
Services add up to coordination, like that of promoting, has been to some
degree untouchable to regular Indian business ethos. Coordination implies the
mix of no less than two activities with the ultimate objective of arranging,
executing, and controlling the successful stream of rough materials, in-process
stock and completed stock from the reason for starting point utilized for the
motivation behind utilization
Purchaser reliability is
basic for coordination’s associations searching for high ground since they
comprehend that if they don't satisfy the wants of customers, their place will
be taken by various associations whose activities will be more centred on client's wants
2.3.
Assessment of consumer loyalty level
through the services
Components driving the consumer loyalty which all are outfitted by ICD, Tughlakabad (CONCOR): -
Ø Online Information and Container Tracking-ICD, Tughlakabad has
the administration by which the exporter can get all the indispensable
information and can track the information related to the dispatch through the
web as the ICD keeps up the database for their customers.
Ø Container Repair and Cleaning Facilities-ICD gives the ideal and safe container for
their exporters with the objective that the items secured in that holder could
remain until the period of de-stuffing the holder.
Ø Fumigation of Cargo/Containers-This is an especially sensible advance towards
the route toward keeping the compartment clean. This infers the nuisance
control is done after each reserved time period. This gives the exporters the
vibe of keeping the stock in a protected position in the compartment.
Ø SCM (Supply Chain Management)-The SCM of ICD is clearly superior to each and
every other assembling responsible for the supply of stock beginning with one
place then onto the following. In this part, ICD de-stuffs the items safely and
takes the stock to the objective point sheltered.
Ø Door Delivery/Pick Up of Containerized payload- In the wake of stuffing the holder
at the plant or at the port, ICD accepts the obligation to take that
compartment safely to the goal port and after to the point of the objective, if
fused into the bill.
There are various
diverse concentrations that incited the satisfaction of the exporters with the
ICDs and goad them to convey to a regularly expanding degree. Such
concentrations are according to the accompanying pre-deposit accounts, round
the clock security at terminals, facilitation of customs clearance, flexible
payment arrangements, and also, ICD lead customer satisfaction survey
consistently to get criticism from the
clients and furthermore make a move to redress/enhance our administrations.
CONCOR had moreover
displayed on Company's site "Feedback.com" wherein the customers can
get the information and search for cures on their administrations and the
offices in the arrangement available under the menu "Client Feedback
Facility". Provoke action on these recognitions/proposition is taken to
upgrade the idea of their administrations to the clients.
Also, CONCOR adopts
initiatives for the purpose of making changes in the services offered by the
ICD to the exporters and with the mindset to influence
the satisfaction level of the exporters operating over there. Such initiatives
can be summarized as multi-tier assembling in the warehouse, payment of CONCOR
dues through an electronic medium, refund - Direct transfer of reimbursement of
drawback amount through DBT, regular auction (approx. 6 times in a year), EDI
interfacing with Customs, kiosks for accepting the queries of exporters at EXIM
cell, installation of cameras for having a curb on theft, shipping-bill wise
loading of export order is been started,
scheme of tatkal delivery for imports, high-value
cargo separate stake and last but not the least is offering the SMS facility to
the exporters to allow them to track their containers in transit. Proforma of this is “CI- container no.” to number 56677
2.4.
Facility and customer satisfaction
Satisfaction is impacted
in the service case because of the logic which says that customers are the
co-producers of the value (Chan et al., 2010) rather than merely being
receivers and a company just plays the role of a facilitator. So, if they get a
chance to get involved in high-quality service at a relatively low cost, the
satisfaction will start to reduce and ultimately the customer switches the
brand (Chan et al., 2010).
Along these lines, it
can be said that satisfaction is the ultimate precept that every customer wants
to achieve and the premise for the same will be the customer's involvement in
the service process (Pandey & Malik, 2017). Customer involvement provides
value not only to the customer-related issues but to the company in general
(Chan et al., 2010; Yim et al., 2012).
According to Chen and
Chen (2010), loyalty is shown by the customers when they are highly satisfied
with the services in the long-term (Chen & Chen, 2010). Such a case is
usually demanded by a service supplier (Chan et al., 2010) because loyal
customers can do further advertisement through word of mouth (WOM) into their
reachable community (Casidy & Wymer,
2015) and in a business where the product is intangible and can mainly be felt
through advertisements and feedbacks, WOM plays the utmost role (Pandey, et al.,
2020).
3.
METHODOLOGICAL PROCEDURES
3.1.
Hypothesis
Based on the above
review of literature, the following hypothesis can be postulated:
1) There is no association between
years of engagement and level of satisfaction of the service offered by CONCOR.
2) There is no significant difference
between the services offered*
and the level of satisfaction.
3) There is no significant difference
between commercial facilities** and level of satisfaction.
(*)-
Multi-modal transportation, LCL Consolidation, Cold-Reefer services, and Air-cargo movement, Factory-stuffing service
only.
(**)-
Discount schemes and E-filling facilities
only.
3.2.
Methods
3.2.1. Sample and procedures
The survey is being conducted through the structured, multiple-choice, and close-ended questionnaire in order to collect experimental data from the customer, i.e., exporters and importers, of CONCOR. The survey was based on non-probability convenience sampling and snowball sampling due to the paucity of time and resources. The questions under the questionnaire are been made based on the works of the literature analyzed.
In total 160 questionnaire forms were distributed, but finally, 152 responses were selected after scrutinizing the incomplete forms, means approx. 95% yielded out of total. Besides, secondary data is used which gave the point by point information about the exercises including setting up, parts, administrations, and offices offered by the CONCOR from libraries, yearly reports, monetary review, and diaries. For this purpose, 50 works of literature are used.
3.2.2. Measures
In order to confirm the content validity, the measures and constructs were adopted from the existing scales. All questions, excluding demographic questions, are asked on the basis of Likert scale, means (ranging from ‘Most Important’ to ‘Not at all important’) ‘Most Important’ was assigned ‘5’ points while ‘Not at all important’ was assigned ‘1’ point.
The independent variables are years of engagement, services offered, and commercial facilities. Services such as Multi-modal transportation, LCL Consolidation, Cold-Reefer services, and Air-cargo movement, Factory-stuffing service are included and commercial facilities such as Discount schemes and E-filling facility are included The construct items were prepared in English for distribution in the Tughlakabad region of New Delhi.
4.
ANALYSIS OF RESULT AND DISCUSSION
The internal consistency reliability is analyzed through Cronbach’s Alpha analysis. The alpha value
greater than 0.6 is said to be enough to say that data is reliable
4.1.
4.1 RELIABILITY ANALYSIS
Table 1: Reliability Analysis
Reliability Statistics |
|
Cronbach's Alpha |
N of Items |
0.749 |
12 |
In table 1, it can be said that the
data collected is reliable as the author said in 1978 that the alpha value with
0.70 and above is satisfactory for the research work
4.2.
Hypothesis Testing
1)
Years of engagement and level of satisfaction
Correlations |
||
Years of engagement |
Pearson Correlation |
0.262 |
Sig. (2-tailed) |
0.001 |
|
N |
152 |
From
table 2, it is shown that the correlation value is 0.262, which shows that
there is a positive relationship between the years of engagement with CONCOR
and the level of satisfaction from the services that are offered by the CONCOR
2A) Multi-modal
transportation and Level of satisfaction.
Pearson Chi-Square Tests |
|
Chi-square |
58.461 |
Df |
4 |
Sig. |
0.000 |
After analysing the table 3, it can be said that there is a significant
difference between the multi-modal transportation service that is offered by
the CONCOR and level of satisfaction from this service. This can be said by the
help of p-value that is calculated by SPSS, i.e., >0.001, as it is less than
the assumed significance level, i.e., 0.05. So, by this, the null hypothesis is
rejected and the alternative says that there is a significant difference
between the multi-modal transportation service that is offered by the CONCOR
and level of satisfaction that is gained by the exporter from this service.
Table 4: Cross Tab Multi-modal vs CONCOR
Customers
|
CONCOR Customers |
|||
Exporter Only |
Importer Only |
Both Exporter and Importer |
||
Multi-modal |
Extremely
Unhelpful |
4 |
3 |
5 |
Unhelpful |
1 |
2 |
3 |
|
Somewhat
Helpful |
5 |
14 |
18 |
|
Helpful |
9 |
17 |
31 |
|
Extremely
Helpful |
5 |
17 |
18 |
After breaking down the table 4, it
can be said that the traders operating in both the exporting and importing are
experiencing some sort of satisfaction from the multi-modal service that is
offered by CONCOR to them. Also, most of the importers are experiencing
satisfaction from the service of multi-modal. This table is further affirming
the validation of the Chi-square test.
2B) LCL
Consolidation and Level of satisfaction
Pearson Chi-Square Tests |
|
Chi-square |
1.179 |
Df |
4 |
Sig. |
0.000 |
After analysing the given table 5,
it can be said that there is a significant difference between the LCL
Consolidation service that is offered by the CONCOR and the level of
satisfaction from this service. This can be said by the help of p-value that is
calculated by SPSS, i.e., >0.001, as it is less than the assumed
significance level, i.e., 0.05. So, by this, the null hypothesis is rejected
and the alternative says that there is a significant difference between the LCL
Consolidation service that is offered by the CONCOR and level of satisfaction
that is gained by the exporter from this service.
Table 6: LCL Consolidation vs CONCOR Customers
|
CONCOR Customers |
|||
Exporter Only |
Importer Only |
Both Exporter and Importer |
||
LCL
Consolidation |
Extremely Unhelpful |
5 |
1 |
3 |
Unhelpful |
1 |
1 |
1 |
|
Somewhat Helpful |
9 |
10 |
9 |
|
Helpful |
6 |
31 |
42 |
|
Extremely Helpful |
3 |
10 |
20 |
After breaking down the table 6, it
can be said that the traders operating in both the exporting and importing are
experiencing some sort of satisfaction from the LCL consolidation service that
is offered by CONCOR to them. Also, most of the importers are experiencing
satisfaction from the service of LCL consolidation. This table is further
affirming the validation of the Chi-square test.
2C) Reefer
services and Level of satisfaction.
Pearson Chi-Square Tests |
|
Chi-square |
94.711 |
Df |
4 |
Sig. |
0.000 |
After analysing the given table 7,
it can be said that there is a significant difference between the Reefer
services service that is offered by the CONCOR and the level of satisfaction
from this service. This can be said by the help of p-value that is calculated
by SPSS, i.e., >0.001, as it is less than the assumed significance level,
i.e., 0.05. So, by this, the null hypothesis is rejected and the alternative
says that there is a significant difference between the Reefer service that is
offered by the CONCOR and level of satisfaction that is gained by the exporter
from this service.
Table 8: Reefer Service vs CONCOR Customers
|
CONCOR
Customers |
|||
|
Exporter Only |
Importer Only |
Both Exporter and Importer |
|
Reefer Service |
Extremely Unhelpful |
5 |
2 |
4 |
Unhelpful |
3 |
1 |
1 |
|
Somewhat Helpful |
5 |
8 |
14 |
|
Helpful |
8 |
27 |
38 |
|
Extremely Helpful |
3 |
15 |
18 |
After breaking down the table 8, it
can be said that the traders operating in both the exporting and importing are
experiencing some sort of satisfaction from the reefer service that is offered
by CONCOR to them. Also, most of the importers are experiencing satisfaction
from the service of reefer. This table is further affirming the validation of
the Chi-square test.
2D) Air-Cargo
Movement and Level of Satisfaction
Pearson Chi-Square Tests |
|
Chi-square |
83.066 |
Df |
4 |
Sig. |
0.000 |
After analysing table 9, it can be
said that there is a significant difference between the air-cargo movement that
is offered by the CONCOR and the level of satisfaction from this service. This
can be said by the help of p-value that is calculated by SPSS, i.e., >0.001,
as it is less than the assumed significance level, i.e., 0.05. So, by this, the
null hypothesis is rejected and the alternative says that there is a
significant difference between the air-cargo movement that is offered by the
CONCOR and level of satisfaction that is gained by the exporter from this
service.
Table 10:
Air-cargo movement vs CONCOR Customers
|
CONCOR Customers |
|||
Exporter Only |
Importer Only |
Both Exporter and Importer |
||
Count |
Count |
Count |
||
Air-cargo
movement |
Extremely Unhelpful |
5 |
0 |
4 |
Unhelpful |
2 |
2 |
2 |
|
Somewhat Helpful |
4 |
11 |
16 |
|
Helpful |
12 |
25 |
31 |
|
Extremely Helpful |
1 |
15 |
22 |
After breaking down the table 10, it
can be said that the traders operating in both the exporting and importing are
experiencing some sort of satisfaction from the air-cargo movement service that
is offered by CONCOR to them. Also, most of the importers are experiencing
satisfaction from the service of the air-cargo movement. This table is further
affirming the validation of the Chi-square test.
2E) Factory-stuffing
and Level of satisfaction
Table 11: Hypothesis 2E
Pearson Chi-Square Tests |
|
Chi-square |
83.197 |
Df |
4 |
Sig. |
0.000 |
After analysing table 11, it can be
said that there is a significant difference between the factory-stuffing that
is offered by the CONCOR and the level of satisfaction from this service. This
can be said by the help of p-value that is calculated by SPSS, i.e., >0.001,
as it is less than the assumed significance level, i.e., 0.05. So, by this, the
null hypothesis is rejected and the alternative says that there is a
significant difference between the factory-stuffing that is offered by the
CONCOR and level of satisfaction that is gained by the exporter from this service.
Table 12: Factory-stuffing vs CONCOR Customers
|
CONCOR Customers |
|||
Exporter Only |
Importer Only |
Both Exporter and Importer |
||
Count |
Count |
Count |
||
Factory-stuffing |
Extremely Unhelpful |
3 |
3 |
2 |
Unhelpful |
2 |
2 |
1 |
|
Somewhat Helpful |
4 |
13 |
15 |
|
Helpful |
12 |
20 |
34 |
|
Extremely Helpful |
3 |
15 |
23 |
After breaking down the table 12, it
can be said that the traders operating in both the exporting and importing are
experiencing some sort of satisfaction from the factory-stuffing service that
is offered by CONCOR to them. Also, most of the importers are experiencing
satisfaction from the service of factory-stuffing. This table is further
affirming the validation of the Chi-square test.
3A) Discount
schemes and levels of satisfaction.
Pearson Chi-Square Tests |
|
Chi-square |
1.498 |
Df |
4 |
Sig. |
0.000 |
After analysing table 13, it can be
said that there is a significant difference between the discount schemes that
are offered by the CONCOR and the level of satisfaction from this. This can be
said by the help of p-value that is calculated by SPSS, i.e., >0.001, as it
is less than the assumed significance level, i.e., 0.05. So, by this, the null
hypothesis is rejected and the alternative says that there is a significant
difference between the discount schemes that are offered by the CONCOR and
level of satisfaction that is gained by the exporter from this.
Table 14:
Discount schemes vs CONCOR Customers
|
CONCOR Customers |
|||
Exporter Only |
Importer Only |
Both Exporter and Importer |
||
Count |
Count |
Count |
||
Discount
schemes |
Extremely Unhelpful |
1 |
1 |
2 |
Unhelpful |
0 |
0 |
4 |
|
Somewhat Helpful |
4 |
10 |
4 |
|
Helpful |
16 |
33 |
35 |
|
Extremely Helpful |
3 |
9 |
30 |
After breaking down the table 14, it
can be said that the traders operating in both the exporting and importing are experiencing
some sort of satisfaction from the discount schemes that are offered by CONCOR
to them. Also, most of the importers are experiencing satisfaction from the
discount. This table is further affirming the validation of the Chi-square
test.
3B) E-filling
facility and Level of satisfaction
Pearson Chi-Square Tests |
|
Chi-square |
81.487 |
Df |
4 |
Sig. |
0.000 |
After analysing table 15, it can be
said that there is a significant difference between the e-filling facility that
is offered by the CONCOR and the level of satisfaction from this service. This
can be said by the help of p-value that is calculated by SPSS, i.e., >0.001,
as it is less than the assumed significance level, i.e., 0.05. So, by this, the
null hypothesis is rejected and the alternative says that there is a
significant difference between the e-filling facility that is offered by the
CONCOR and level of satisfaction that is gained by the exporter from this
service.
Table 16:
E-filling facility vs CONCOR Customers
|
CONCOR Customers |
|||
Exporter Only |
Importer Only |
Both Exporter and Importer |
||
Count |
Count |
Count |
||
E-filling
facility |
Extremely Unhelpful |
0 |
1 |
1 |
Unhelpful |
5 |
3 |
2 |
|
Somewhat Helpful |
4 |
10 |
19 |
|
Helpful |
13 |
20 |
30 |
|
Extremely Helpful |
2 |
19 |
23 |
After breaking down the table 16, it
can be said that the traders operating in both the exporting and importing are
experiencing some sort of satisfaction from the e-filling facility that is
offered by CONCOR to them. Also, most of the importers are experiencing
satisfaction from the e-filling facility. This table is further affirming the
validation of the Chi-square test.
5.
KEY FINDINGS AND DISCUSSION
The
thorough analysis of different works of
literature from different sources, it is quite evident to understand
that the services offered by CONCOR can help the traders to infiltrate new
markets abroad. Such services can be considered as the elevated quality
services that will be useful for making the trade agreements and relationship
effective and of the long term. Distinctive focus action presented by the
Ministry of Commerce under the Foreign Trade Policy primarily concentrates on
two specific areas for the expansion of exports out from the nation viz., Market
focused exercise and Product-centered
exercise with exceptional motivating forces to the exporting group. Despite the
fact that this is presented on a short-term basis by the govt. to help those
exporters, who endured by virtue of the subsidence in a portion of the
developed markets and its resulting impacts.
The
findings of the study can be elucidated as the traders, that can be classified
as the exporters and the importers, are much satisfied with the service quality
that is offered by CONCOR to them. It is also found in the analysis that the
years of engagement with CONCOR is directly correlated with that of the level
of satisfaction gained by the traders. This is there as because the more the
engagement will be with CONCOR, the more will be the knowledge of the process
understanding by the company, which will make the processing of the whole of
the operations there very convenient for them. Along with this, the effect of
add-on benefits such as the discount schemes, etc. on the level of satisfaction
was tested by the authors, with the result
of which it was found that such schemes have
an effect on the satisfaction level of the traders. Such schemes act as the element of boosting the satisfaction
level of them.
Central
Government support exporters by the method for repaying their piece of costs
caused through market development help. Moreover, the Central Government
additionally helps the State governments through many plans for which the
advantages can be harvested by the exporter group. A state government
additionally allocates assets to such infrastructural developments and export
assistance agencies and this likewise brings about the upgrading of
job-opportunities and financial growth. Both central and state governments are endeavoring hard to advance exports through
their nodal organizations. The key outcome ranges are advancing and upgrading
the fare exhibitions from the state.
6.
CONCLUSIONS AND RECOMMENDATIONS
ICDs
should take more activities to assist exporters with infiltrating new markets
for the Indian saleable products keeping in context of the methodology
announcements and moreover guarantee that the activities for the unique
focused-activity as per the approaches for both focused-goods and focused
international markets are made available to all the qualified exporters.
Quality
is a critical indispensable factor for the things anticipated costs, the
complement for getting ready in various associations of "Value
Improvement" and controls and the latest innovation preparing should be
grasped which will help in "Brand India" thought of the Government of
India. For the quality, the exporters who all are being with the CONCOR for
several years said that they are much relaxing and convinced with the quality
of service that all are provided to them in a due course of either export or
import of the said consignment.
Another
basic point is that the CONCOR ought to go about as a catalyst for the
opportune apportioning of the spurring powers falling under their space. Extra
sparks detailed under the extra offices as indicated by the procedure for both
focus things and focus markets are affected open to all the qualified exporters
to well in time and this will be an extremely influencing factor for the
exporters. They should in like manner grasp that any concede happening in the
administering of the motivators or deferral in proposing for a comparative will
achieve exporters losing trust in the governing body and their declarations.
The
CONCOR, furthermore, should engage them in the risk management activities and
lightening of dangers in the most revived manner so that the people to impact
them to understand that covering the hazard should not be seen as a statutory
essential but instead it is for the prosperity of their items. Finally, a
positive and incite affirmation by ICDs should be their inspiration for
activities as time is a basic factor in worldwide exchange and finally the time
is a monetary value.
7.
DECLARATION
The
authors of this study declare that they have not got any fund assistance to
execute this study from any institution, so there is no conflict of interest
between the authors of the study.
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