Frequency Tables and Charts For IOCL Customer Satisfation

Frequency
Valid
Missing
Total
Percent
Valid Percent
Cumulative Percent
Delightful Services
46
41.8
42.2
42.2
Need for Improvement
63
57.3
61.5
100.0
109
1
110
99.1
.9
100.0
100.0
Total
System
Table 4.2.1.4 Incentive for Higher Education
Incentive for Higher Education
42%
58%
Delightful Services
Interpretation: 4% of the employees felt delighted in respect of Incentive for Higher Education provided to
the employee by IOCL. However 6% of the employees felt that there is need for improvement. Therefore
descriptive statistics reveal that majority of the employees are not satisfied with the incentive provided for
higher education by IOCL.
Table 4.2.3.7 Quality of monitoring and service supervision by canteen supervisors

Frequency
Valid
Missing
Total
Percent
Valid Percent
Cumulative
Percent
Delightful Services
38
34.5
36.2
36.2
67
60.9
63.8
100.0
105
5
110
95.5
4.5
100.0
100.0
Total
System
Interpretation: 34.5% of the employees felt delighted with the Quality of monitoring and service
supervision by canteen supervisors in IOCL. However 60.9% of the employees felt that there is need for
improvement. Therefore descriptive statistics reveal that majority of the employees are not satisfied with
the Quality of monitoring and service supervision by canteen supervisors in IOCL.
Table 4.2.3.8 Quality of Food

Frequency
Percent
Delightful Services
Valid
Missing
Total
Valid Percent
Cumulative Percent
6.4
6.4
6.4
102
92.7
93.6
100.0
Total
System
109
1
110
99.1
.9
100.0
100.0
Interpretation: Only 6.4% of the employees were delighted with the quality of food provided by the
canteen in IOCL. However 92.7% of the employees felt that there is need for improvement. Therefore
descriptive statistics reveal that majority of the employees are not satisfied with the quality of food
provided by the canteen in IOCL.
Quality of Food
100.00%
92.70%
90.00%
80.00%
70.00%
60.00%
50.00%
40.00%
30.00%
20.00%
6.40%
10.00%
0.00%
Category 1
Delightful Services
Need for improvement
Table 4.2.3.9 Food Menu

Frequency
Valid
Missing
Total
Percent
Valid Percent
Cumulative Percent
Delightful Services
13
11.8
11.9
11.9
96
87.3
88.1
100.0
109
1
110
99.1
.9
100.0
100.0
Total
System
Food Menu
12%
88%
Delightful Services
Interpretation: Only 11.8% of the employees were delighted with the food menu of the canteen in IOCL.
However 87.3% of the employees felt that there is need for improvement. Therefore descriptive statistics
reveal that majority of the employees are not satisfied with the food menu of the canteen in IOCL.
Table 4.2.4.2 Pantry Services

Frequency
Valid
Missing
Total
Percent
Valid Percent
Cumulative Percent
Delightful Services
33
30.0
30.3
30.3
76
69.1
69.7
100.0
109
1
110
99.1
.9
100.0
100.0
Total
System
Pantry services
69%
70%
30.00%
60%
50%
40%
Delightful services
30%
20%
10%
0%
Category 1
Delightful services
Interpretation: 30% of the employees felt delighted with the pantry services provided to the employees by
IOCL. However 69.1% of the employees felt that there is need for improvement. Therefore descriptive
statistics reveal that majority of the employees are not satisfied with the pantry services provided to the
employees in IOCL.
Table 4.2.4.4 Quality of Township life

Frequency
Valid
Missing
Total
Percent
Valid Percent
Cumulative
Percent
Delightful Services
16
14.5
14.8
14.8
92
83.6
85.2
100.0
108
2
110
98.2
1.8
100.0
100.0
Total
System
Quality of Township life

15%
85%
Delightful services
Interpretation: 14.5% of the employees felt delighted with the quality of township life of the employees
in IOCL. However 83.6% of the employees felt that there is need for improvement. Therefore descriptive
statistics reveal that majority of the employees are not satisfied with the quality of township life of the
employees in IOCL.
Table 4.2.6.1 Furniture Maintenance

Frequency
Valid
Missing
Total
Percent
Valid Percent
Cumulative Percent
Delightful Services
53
48.2
48.6
48.6
56
50.9
51.4
100.0
109
1
110
99.1
.9
100.0
100.0
Total
System
Interpretation: 48.2% of the employees felt delighted in respect of the maintainace of furniture in IOCL.
However 50.9% of the employees felt that there is need for improvement. Therefore descriptive statistics
reveal that majority of the employees are not satisfied with the maintainace of furniture in IOCL.
Table 4.2.2.1 HBA
Frequency
Valid
Valid Percent
Cumulative Percent
Delightful Services
43
39.1
39.1
39.1
67
60.9
60.9
100.0
109
110
99.1
100.0
100.0
100.0
Total
Total
Percent
HBA (House Building Allowance)

70.00%
60.90%
60.00%
50.00%
40.00%
39.10%
30.00%
20.00%
10.00%
0.00%
Delightful Services
Interpretation: 39.1% of the employees felt delighted in respect of HBA (House Building Allowances) paid
to the employees by IOCL. However 60.90% of the employees felt that there is need for improvement.
Therefore descriptive statistics reveal that majority of the employees are not satisfied with the HBA
provided by IOCL.

Frequency Tables and Charts For IOCL Customer Satisfation

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Frequency Tables and Charts For IOCL Customer Satisfation

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Frequency

Need for Improvement

Table 4.2.1.4 Incentive for Higher Education

Incentive for Higher Education

Need for Improvement

Table 4.2.3.7 Quality of monitoring and service supervision by canteen supervisors

Need for Improvement

Table 4.2.3.8 Quality of Food

Need for Improvement

Need for improvement

Table 4.2.3.9 Food Menu

Need for Improvement

Need for improvement

Table 4.2.4.2 Pantry Services

Need for Improvement

Need for improvement

Table 4.2.4.4 Quality of Township life

Need for Improvement

Quality of Township life

Table 4.2.6.1 Furniture Maintenance

Need for Improvement

Need for Improvement

HBA (House Building Allowance)

Need for improvement

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