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Kohustusliku kaubakaitseteenuse turuletulek DSV Protect näitel

Kangro, Beatrice (2017) Kohustusliku kaubakaitseteenuse turuletulek DSV Protect näitel. [thesis] [en] Launch of compulsory cargo protection service on the example of DSV Protect.

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Abstract

DSV Protect on kaubakaitseteenus, mille tõi DSV Transport AS turule eelmise aasta kevadel (04.04.2016). Teenuse eesmärgiks on vähendada CMR konventsioonist tulenevaid vaidlusi. Lõputöö probleemkohaks oli see, et ettevõttele on teenuse turutagasiside puudulik ning ei teata, kuidas teenus on vastuvõetud. Tehtud lõputöö eesmärgiks oli saada turu tagasiside antud teenusele. Autor koostas ülevaate kolmest aspektist – võrdles DSV Protect teenust teiste turul olevate veosekindlustustega, viis läbi tagasiside- ja rahuloluküsitluse teenuse kasutajate seas ning leidis DSV Protect teenuse majandusliku kasumlikkuse. Selgus, et DSV Protect sarnaneb teistele turul olevate veosekindlustustele. DSV Protect tugineb klausli ICC (A) tingimustele. DSV Protect on turul ainulaadne ning kõige odavam kaubakaitse teenus. Konkurentidest erineb see selle poolest on klientidele kohustusliku iseloomuga. DSV Transpordile on DSV Protect tulutoov ning DSV Taani, kes maksab kindlustushüvitusi on samuti jäänud Eestis müüdud DSV Protecti pealt kasumisse. Klienditagasiside küsitluse põhjal oli näha erinevust klientide seas. Teenuse kasutajad, kellel pole DSV Protect teenuse kahjuhüvitusega otsest kokkupuudet ei tunneta teenusest saadavat lisaväärtust ning peavad seda lisakohustuseks. Samuti on info teenuse tingimustest ning selle eelistest klientidele puudulik. Paljud ettevõtte kliendid omavad juba veosekindlust, mis katab samu riske nagu DSV Protect ning sellest tulenevalt tunnetavad, et makstakse sama asja eest topelt ning sellega kaob DSV Protect väärtus nende klientide seas. Tuginedes kliendi tagasiside küsitlusele eelistaksid paljud kliendid, et teenus oleks vabatahtlik ning teenuse hinnaga (5€) on kliendid rahul, mistõttu leidis autor, et tõenäoliselt kliendid telliksid teenust ka vabatahtlikus korras tihedalt. Tehtud järelduste põhjal tegi autor kolm peamist ettepanekut DSV Protect teenuse parendamiseks ning kliendi rahulolu tõstmiseks. Nendeks on: 1) DSV Protect teenuse aktiivne reklaamimine ja klientide teavitamine teenuse tingimustest ning eelistest 2) Teenusest vabastamine klientide puhul, kes teenuse kohustusliku poolt ei aktsepteeri või omavad juba veosekindlustust 3) Tasuvusuuringu läbiviimine, et leida DSV Protect teenuse kasumlikkus vabatahtlikus vormis Autor leidis, et turule toodud uuenduslik teenus on ettevõttel õnnestunud ning eristab end konkurentide seast. Teenus vajaks mõningaid parendusi, mille kohta on tehtud ettepanekud. Peamiseks murekohaks on see, et kliendid ei mõista, milleks neile teenust vaja on ning peavad seda lisakohustuseks. Lõputöö on kasumlik ettevõttele, kes saab tehtud ettepanekute põhjal tõsta klientide teadlikkust teenusest ning seeläbi tõsta rahulolu.

Abstract [en]

In close competition companies are trying to vary and offer more innovative products or services to attract new customers and to keep the existing ones. Last year freight forwarding company DSV Transport launched cargo protection service in which they take full liability of the client's cargo in the value of 5000€. Peculiarity of that service is that when customer is ordering transport then the added value service is compulsory and additional 5€ will be charged. The subject of the thesis is justified because DSV Protect service is unique in the market and other competitors are not offering similar service. As well the author has personal interest in this subject. As a problem author is finding that after launching this service, company doesn't have any feedback and no information about customer’s reactions. The aim of the thesis is the ascertainment of the market situation of DSV Protect by analyzing client feedback, other cargo insurance conditions on the market and profitability of DSV Protect. First part of the thesis lean on the theoretical background. Thereby introducing added value services in companies and basing on client feedback. Additionally, observing risks in the companies and an essence of cargo insurance and its conditions. Likewise describing DSV Protect service and it's features. Second chapter of the thesis is beginning with formation of research strategy and selection of examination methods. Chapter will include empirical part of the thesis in which analyzing feedback and satisfaction of the customers. As well comparing other added value services of cargo insurances on the market and examining profitability of DSV Protect service. In the third chapter author will answer to the erected questions and will make conclusions on the data collected. Also, author will submit its suggestions to improve DSV Protect service. It appeared that DSV Protect resembles to other cargo insurances on the market. DSV Protect base on Insitute Cargo Clauses (A). DSV Protect is unique and most inexpensive cargo protection service. It differs from competitors because it's compulsory matter. DSV Protect is profitable to DSV Transport. DSV Denmark who's paying insurance compensations has profit with DSV Protect service. From the client survey appeared that customers who haven't had direct exposure are not apprehending the added value of the service and find it as extra obligation. Also information about conditions of the service and its benefits are insufficient to the customers. Many existing client’s own cargo insurance which is covering same risks as DSV Protect and therefore find that they are paying double and with that they don't find a value of DSV Protect. Based on client feedback survey many customers would prefer that service would be optional and found the price (5€) is reasonable, therefore author considers that probably clients would order it frequently if it would be optional service. Based on the conclusions of client feedback author has recommended 3 main proposals to improve DSV Protect service and increase the results of client satisfaction. These are: • Active advertising of DSV Protect service and informing customers about conditions of the service • Making DSV Protect service optional to the customers who already own cargo insurance or who do not accept compulsory service • To conduct feasibility study to find service profitability in optional selection Author found that launched innovative service is a success to the company and will differentiate among competitors. Service would need some improvements which have been proposed. Biggest concern is that customers don't understand the need of that service and find it as extra obligation. Thesis is lucrative for the company to improve awareness of the customers and therefore increase client satisfaction.

Item Type: thesis
Advisor: Tõnis Hintsov
Subjects: Transport > Tansport of goods
Divisions: Institute of Logistics > Transport and Logistics
Depositing User: Beatrice Kangro
Date Deposited: 07 Jun 2017 12:21
Last Modified: 07 Jun 2017 12:21
URI: http://eprints.tktk.ee/id/eprint/2700

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