Professional Documents
Culture Documents
Customer Satisfaction Bharat Gas Project Report Mba Marketing
Customer Satisfaction Bharat Gas Project Report Mba Marketing
INDI
BABASAB PATIL 1
SHREEPATIGONDA GAS AGENCY
INDI
EXECUTIVE SUMMARY
INDUSTRY PROFILE
Do take some time off for a brief interlude with the past, as we take you back in time to the
evolution of Bharat Petroleum Corporation Limited. A new chapter in the history of Indian
industry. Petroleum (derived from Latin Petra - rock and oleum - oil) first came up in wells
drilled for salt. People found it useful as illuminating oil and the demand for it steadily
lighting and cooking was an important part of kerosene selling activity the company
introduced LPG as a cooking fuel to the Indian home in the mid-1950s. And all along, it went
beyond selling petroleum, An agreement to build a modern refinery at Trombay, Bombay was
signed between the Burmah Shell group of companies and the Government of India on 15th
December 1951.
The Gas Industry plays very important role because it is very essential for every human being
So that there are four company like Bharat gas, Hindustan gas, Indian gas and reliance gas etc
the almost all the people are using the gas for cooking and for the vehicles The companies
and the government has made some rules for the new connections that the rules the should
have the ration card and the identity card or voter card
If he submit the above document zerox if the distributor is having the one-way he will give
the connection on the same day. if the distributer is not having the one-way the he will
BABASAB PATIL 2
SHREEPATIGONDA GAS AGENCY
INDI
Company profile
Bharatgas from Bharat Petroleum has dominated the LP Gas market in India for over three
decades. Today, 25 million homes in India, wake up each morning to enjoy "the cup that
establishments start their day, confident and secure, having entrusted their LP Gas needs to
Bharat Petroleum.
A pioneer in more ways than one, Bharatgas has brought many innovative offerings to the
The main purpose of the study is to understand the satisfaction of customers towards after
sales services of shreepathgouda gas agency which will help the company to make proper
marketing strategy to render good services and satisfy the needs of the customers. The study
will help the company to make proper strategies and emphasize on their weaker areas
BABASAB PATIL 3
SHREEPATIGONDA GAS AGENCY
INDI
To know the customers opinion with regard to after sales service of their gas delivery
service
The study will help the company to know their efficiency and effectiveness of existing
services.
The company can find out the impact of service in developing new customers.
The study will help the company to make proper marketing strategy for their weaker
areas.
The study covers the customers of shreepatigouda gas agency indi town
RESEARCH METHODOLOGY:
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SHREEPATIGONDA GAS AGENCY
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Not single work is exception to the limitations every work has got its own
limitations, so due to time constraint, my study confines only to indi town and it is not
possible to make extensive study. It is assumed that the sample selected represents entire
population.
a. Because of time constraint, my study confines only to Indi town and it is not possible
them.
MAJOR FINDINGS
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SHREEPATIGONDA GAS AGENCY
INDI
26% of the respondents say that they refill the cylinder in 20-30 days.
14% of the respondents say that they refill the cylinder in 30-50 days.50% of the
respondents say that they refill the cylinder in 50-60 days and While 10% of them say
=> 35% of the respondents are booking their cylinders by meeting personally and
10% of the respondents are says that the dealer deliver the cylinder on same day,
51% of them says that dealer delivers the cylinder on 1 – 2 days, 29% of them says that
dealer deliver the cylinder on 2 – 3 days, and While 10% of them says that dealer deliver
3% of the respondents are in favor that the delivery men deliver the cylinder to out
door, 70% of the respondents are in favor that the delivery men deliver the cylinder to
kitchen. 20% of the respondents are in favor that the delivery men deliver the cylinder to
95% of respondents are says that the delivery men does not charge extra amount
other then billed amount and Nearly 5% of the respondents are says that the delivery men
80% of the respondents are in favour of very good over all performance of
shreepatigouda gas agency , 10% of them are in favour of good performance and from
the analysis 10% of them are in favour of neither good/bad over all performance of
BABASAB PATIL 6
SHREEPATIGONDA GAS AGENCY
INDI
CONCLUSION
Less than anticipated growth in the face of intensifying competition and rising costs can
Shreepatigouda gas agency is exclusive showroom and it is a well known service provider for
Bharat gas and they are well established in providing satisfactory after sales services to its
customers.
By seeing the observations most of the customers are having positive perception towards
Shreepatigouda gas agency and are satisfied with its services such as Availability of Timely
BABASAB PATIL 7
SHREEPATIGONDA GAS AGENCY
INDI
BABASAB PATIL 8
SHREEPATIGONDA GAS AGENCY
INDI
INTRODUCTION OF STUDY
The study was to gain improved understanding of the forces and factors present in after-sales
activities, and the role of these in enhancing or endangering business. The objective was to
gain a better understanding of how a supplier could successfully manage its "customer care"
activities in the dynamic Gas market. The term, "care" is used extensively in the study as a
doorway into the world of after sales activities as well as an organizing construct for
interpreting what was found. The concept of care includes activities related to maintenance
and preventive maintenance. It additionally includes services that can link back to help
enhance pre-existing capabilities for delivery of products or systems. Processes and measures
of customer satisfaction and loyalty provide two critical aspects of the study.
The importance of the concept of care and the actions that define it were found to be critically
important for a customer's total satisfaction. The importance of the care phase in the total
This work, arrived out to implement this idea, illustrates that there is a great, unrealized
potential, particularly in the creation of a viable model of after sales customer care able to
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Industry profile
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SHREEPATIGONDA GAS AGENCY
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Shri. S. Radhakrishnan
Director (Marketing)
Shri. R. K. Singh
Director (Refineries)
Shri. S. K. Joshi
Director (Finance)
Shri S. Mohan
Director (Human Resources)
Prof. S. K. Barua
Director
Prof. A. H. Kalro
Director
Prof. N. Venkiteshwaran
Director
Shri T. Balakrishnan
Principal Secretary
(Industries & Commerce),
Government of Kerala
Shri P. K. Sinha
Additional Secretary & Financial Advisor,
Ministry of Petroleum & Natural Gas
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SHREEPATIGONDA GAS AGENCY
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Our Vision
To become market leaders in Customer Service with the highest customer satisfaction index,
Our Mission
To make Bharat gas a dominant brand in the segments we market, by becoming trendsetters
2000 listings, BPCL is often referred to as an "MNC in PSU garb". An ardent pursuer of
qualitative excellence and a pioneer in marketing initiatives, employs the "Best in Class"
With a turnover of USD 27 billion and a net worth of over USD 2 billion, it is an Oil Giant in
India. It markets the full range of petroleum products (throughput of 24 million tonnes during
2006-07) and has an all-India presence through 2 refineries, 133 Oil installations & depots
and 48 LP Gas bottling plants. Its extensive marketing network comprises of around 7,400
retail outlets, over 2150 LPG distributors & 1000 SKO/LDO dealers.
Over the years, Bharat Petroleum meeting the challenges of the rapidly changing
environment, has led the changes in the marketing of products and services. In all these
changes, only one factor has remained constant and has been the source of Bharat Petroleum's
strength and inspiration for any future innovations - Bharat Petroleum's People.
Bharat Petroleum has always been on the forefront of harnessing technology initiatives for
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Bharatgas
Bharatgas from Bharat Petroleum has dominated the LP Gas market in India for over three
decades. Today, 25 million homes in India, wake up each morning to enjoy "the cup that
establishments start their day, confident and secure, having entrusted their LP Gas needs to
Bharat Petroleum.
A pioneer in more ways than one, Bharatgas has brought many innovative offerings to the
An innovative solution to reach LP Gas supplies to rural and remote areas through the
Revolutionizing the metal cutting & brazing industry with the new product - Bharat
BABASAB PATIL 13
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From 1992 to 2006 the BPCL has won the safety award for oil industry
Safety performance of the competing organizations / installations is evaluated with the help
of a new criteria developed at OISD which takes into consideration, the total loss concept i.e.
fatalities, fires, lost time, direct & indirect losses etc. and also the hazard potentials.
Other Awards
Received Orissa State Safety Award on Best performance in safety & environment by
Received Orissa State Safety Award on Lowest weighted frequency rate of accident by
Received Orissa State Safety Award on Lowest weighted frequency rate of accident by
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SHREEPATIGONDA GAS AGENCY
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Received the safety award from British Safety Council for the year 1991 in recognition and
Protection Council for the services provided to the customers consecutively for the years
Roorkee Territory distributor M/s. Pushpak Gas Service, Hardwar was facilitated by ?
Vishva Upbhokta Sangathan, Saharanpur? for ?Uttam Grahak Seva? in a function held at
Hardwar.
Wai LPG Plant have been awarded "Certificate of Merit" for "Meritorious performance
Solapur LPG Plant have been awarded "Certificate of Merit" for "Meritorious
Wai Territory received awards from National Safety Council? Maharashtra Chapter for
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Surat Territory:-
It has bagged the ?Certificate of Appreciation? for the year 2005 from Gujarat State Safety
Jhansi Territory :-
Received the prestigious Bharatiya Rastriya Suraksha Parishad, Suraksha Puraskar- 2003 on
the basis of evaluation of Performance for the Past three years 2000-2003.
Piyala Territory :-
Piyala Territory won the Greentech environment excellence silver award 2007.
Allahabad Territory :-
Received a citation from Forest Dept, Govt of Uttar Pradesh for having planted 5000 trees on
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SHREEPATIGONDA GAS AGENCY
INDI
Received the Safety Award for the Year 2005 from Directorate of Factories, Punjab & Punjab
Lalru LPG Plant Safety Award for the Year 2006 from Directorate of Factories, Punjab &
Udaipur LPG Plant Awarded The Best Industrial Unit Of Mewar Region By Chamber
Udaipur LPG Plant Awarded The Best Industrial Unit For Environment Conservation
Uzhappalar? i.e. Best Worker award from the Factories Department Govt. of Tamil Nadu for
Bangalore LPG Plant awarded Best Safe Plant ? II Prize by Govt. of Karnataka,
Ministry of Labour, Dept.of Factories & Boilers for the year 2006.
Tuticorin LPG - Following staff won awards in the competition conducted by National
BABASAB PATIL 17
SHREEPATIGONDA GAS AGENCY
INDI
Glorious Heritage
Do take some time off for a brief interlude with the past, as we take you back in time to the
evolution of Bharat Petroleum Corporation Limited. A new chapter in the history of Indian
industry.
Petroleum (derived from Latin Petra - rock and oleum - oil) first came up in wells drilled for
salt. People found it useful as illuminating oil and the demand for it steadily increased.
Samuel Kier, a Pittsburgh druggist, bottled and marketed Petroleum as medicinal cure. To
market a deodorised variant, he designed the first primitive refinery in 1852, which was a
'Colonel' Edwin Drake and 'Uncle' Billy Smith drilled a well with the specific objective of
finding oil, and on 27th August 1859, they 'struck oil' at Titusvale, in North Western
The 1860s saw vast industrial development. A lot of petroleum refineries also came up.
An important player in the South Asian market then was the Burmah Oil Company. Though
incorporated in Scotland in 1886, the company grew out of the enterprises of the Rangoon Oil
Company, which had been formed in 1871 to refine crude oil produced from primitive hand
The search for oil in India began in 1886, when Mr. Goodenough of McKillop Stewart
Company drilled a well near Jaypore in upper Assam and struck oil. In 1889, the Assam
Railway and Trading Company (ARTC) struck oil at Digboi marking the
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While discoveries were made and industries expanded, John D Rockefeller together with his
business associates acquired control over numerous refineries and pipelines to later form the
giant Standard Oil Trust. The largest rivals of Standard Oil - Royal Dutch, Shell, Rothschilds
In 1928, Asiatic Petroleum (India) joined hands with Burmah Oil Company - an active
producer, refiner and distributor of petroleum products, particularly in Indian and Burmese
markets. This alliance led to the formation of Burmah-Shell Oil Storage and Distributing
A pioneer in more ways than one, Burmah Shell began its operations with import and
marketing of Kerosene. This was imported in bulk and transported in 4 gallon and 1 gallon
tins through rail, road and country craft all over India.
The company took up the challenge of reaching out to the people even in the remote villages
to ensure every home had its supply of kerosene. The development and promotion of efficient
kerosene-burning appliances for lighting and cooking was an important part of kerosene
selling activity.
With motor cars, came canned Petrol, followed by service stations. In the 1930s, retail sales
points were built with driveways set back from the road; service stations began to appear and
became accepted as a part of road development. After the war Burmah Shell established
efficient and up-to-date service and filling stations to give the customers the highest possible
On 15th October 1932, when civil aviation arrived in India, the company had the honour of
fuelling J.R.D. Tata's historic solo flight in a single engined de Havillian Puss Moth from
Karachi to Bombay (Juhu) via Ahmedabad. Thirty years later, i.e. in 1962, Burmah Shell
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again had the privilege to fuel JRD Tata's re-enactment of the original flight. Burmah Shell
also fuelled flying boats, which carried airmail at slightly higher rates than sea transport, at
several locations.
As a true pioneer would, the company introduced LPG as a cooking fuel to the Indian home
in the mid-1950s. And all along, it went beyond selling petroleum, to educate the customer.
Besides selling Bitumen, the company pioneered desert road construction, training road
engineers. It provided free technical services to industrial customers - big and small - and it
An agreement to build a modern refinery at Trombay, Bombay was signed between the
Burmah Shell group of companies and the Government of India on 15th December 1951.
Burmah Shell Refineries Limited was incorporated as a private limited company under the
Indian Companies Act on 3rd November 1952, and work began on the marshland of Trombay
at Bombay. Man and machine worked relentlessly, and soon the swamps gave way to towers
The refinery on 454 acres of land at village Mahul went on-stream on 30th January 1955, one
year ahead of schedule. Dr. S. Radakrishnan, Vice President of India, declared the 2.2
MMTPA (Million Metric Tonnes Per Annum) Refinery open on 17th March 1955. It was then
With this infrastructure, free India moved one step closer to self-reliance.
On 24th January 1976, the Burmah Shell Group of Companies was taken over by the
Government of India to form Bharat Refineries Limited. On 1st August 1977, it was renamed
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Bharat Petroleum Corporation Limited. It was also the first refinery to process newly found
The core strength of Bharat Petroleum Corporation Limited has always been the ardent
Petroleum, the erstwhile Burmah Shell, has today become one of the most formidable names
Bharat Petroleum produces a diverse range of products, from petrochemicals and solvents to
aircraft fuel and speciality lubricants and markets them through its wide network of Petrol
Stations, Kerosene Dealers, LPG Distributors, Lube Shoppes, besides supplying fuel directly
Following Nationalisation in 1976, Bharat Petroleum changed gears and embarked upon a
rapid growth path. Turnover, profitability and financial reserves grew by leaps and bounds.
performance. Large-scale recruitment and training became critically important to meet the
demands of expansion.
Opening up of the Indian economy in the nineties brought with it more competition and
(APM) and emergence of additional capacities in the region in refining and marketing.
In 1996, Bharat Petroleum went through a process of visioning, involving people at all levels,
which evolved a shared vision and a set of shared values. Based on this, the company
restructured itself, in a proactive move to adapt to the emerging competitive scenario. The
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function-based structure was carefully dismantled and replaced with a process-based one.
Bharat Petroleum realises that, in the long run, success can only come with a total
reorientation and change in approach with the customer as the focal point. Today, Bharat
Petroleum is restructured into a Corporate Centre, Strategic Business Units (SBUs) and
Shared Services and Entities. The organisational design comprising of five customers facing
SBUs, viz. Aviation, Industrial and Commercial, LPG, Lubricants and Retail and one asset
based SBU, viz. Refinery, is based on the philosophy of greater customer focus.
consumer. The production-based success philosophy of marketers has now been replaced by a
customer-oriented philosophy. Bharat Petroleum has taken cognisance of this situation well in
time and has been taking radical steps to keep itself attuned to the changing times, realising
that the future belongs to those who listen and adapt to their customers.
Strategy Development
Bharat Petroleum recognises that all strategic initiatives must conform to the overall vision
ofthe Corporation and improvethe economic value. The Strategy Development effort at the
corporate level achieves better focus in the new organisational structure, besides facilitating
the SBUs in developing their respective strategies that lead to an integrated Corporate
Strategy. A Business Planning process has been put in place that not only provides
opportunities for the SBUs to pursue their visionary goals in consonance with the Corporate
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Vision, but also continuously monitors trends and identifies strategic opportunities for the
Corporation.
Brand Management
In the highly competitive scenario, it has become imperative to own dominant brands. The
Brand Management team at Bharat Petroleum endeavours to build and manage a strong brand
image reflecting Bharat Petroleum's core values of being 'INCARE', viz. INnovative, CAring
their changing needs and expectations, and meeting these needs in the most cost-effective
manner.
Research and development Centre Always on the forefront to innovate, Bharat Petroleum is
making distinct efforts towards Research and Development (R and D). Besides the R and D
facilities at the Refinery and the Product Application Development Centre in Sewree in
Mumbai, a new state-of-the-art RandD Centre is being set up near Delhi. The R and D Centre
is being organised around three core groups - Process and Technology Development, Product
has been planned to be spent in three phases up to the year 2003-04 on this project.
Technological Edge
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Bharat Petroleum has always been on the forefront of harnessing technology initiatives for
BPCL has been on forefront in harnessing technology. maximising efficiency and achieving
Bharat Petroleum is the first Public Sector Oil Company to implement Enterprisewide
Resource Planning (ERP) solutions - SAP. The implementation project known as ENTRANS
(Enterprisewide Transformation) has been awarded the 'SAP Star Implementation Award',
with Bharat Petroleum having the distinction of executing the largest and the most ambitious
SAP project in India. The challenge of SAP implementation was to ensure that all the
integrated elements (of the complex multi-modular integrated solutions that impact the entire
workflow of the organisation) work seamlessly across the length and breadth of the country,
including the remote locations. Providing online connectivity in these remote locations, given
Bharat Petroleum is reaping the benefits of the integrated system in many areas of its
operations. The early gains of implementation are in the areas of tracking customer-
Furthermore, Bharat Petroleum has also set up one of the biggest 'Centres of Excellence' in
Asia to provide online support to the end users and also work towards continuous
improvement in business processes and handle product upgrades and new generation
products.
With SAP as the IT backbone, Bharat Petroleum plans to take advantage of the Internet based
capabilities along the entire value chain with a Customer Relationship Management solution.
A large data warehouse project has also been implemented, which facilitates access to real-
time accurate information on key performance indicators at all Bharat Petroleum locations.
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This enables the management to take strategic and business decisions, thus ensuring value-
Over the years, Bharat Petroleum continues to meet the challenges of the rapidly changing
environment, leading to changes in the marketing of products and services. In all these
changes, only one factor has remained constant and has been the source of Bharat Petroleum's
strength and inspiration for any future innovations - Bharat Petroleum's People. The feeling
of ownership has facilitated all employees to understand the complexity of the market and
needs of the customers, and respond to these needs with innovative initiatives and offerings.
For Bharat Petroleum, commitment of its employees is a critical resource. Fully realising that
only a happy employee will put his best foot forward with the customers, Bharat Petroleum
has taken many steps to make the organisation a great place to work. In a survey conducted
by Hewitt Associates for the January 2001 issue of Business Today magazine to identify the
best employers, Bharat Petroleum was ranked among the top ten employers in India. The
objective of the study was to find out which companies had really charged the emotional and
intellectual energy of their employees. The other companies who were selected were Infosys,
Hewlett-Packard, P and G, ICICI, Hughes, LG, HLL, Compaq and Asian Paints.
Bharat Petroleum fosters effective value-based HR processes for development of people and
their organisational capabilities with a view to provide them with a competitive edge and also
to realise their personal vision in tandem with the corporate vision. The thrust areas include:
goals
Modelling to help identify and place the right person in the right job
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Identifying competency gaps and bridging such gaps through appropriate training and
developmental programmes
Enhanced Fuel Proposition, Add-on Stores, One Stop Truck Shops, Grocery and Fast Food
Stores.
Bharat Petroleum has been conferred the National HRD Award - 2000 by National HRD
Innovation (1999-2000), Bharat Petroleum employees bagged all the three awards in the
individual category, along with four certificates of recognition in the team category.
Industrial LPG
LPG touches our lives in so many ways although we are unaware of it. From housing to
health, from garments to glass, from livestock to hospitality, “Bharatgas” plays its role along
the way, bringing your products that are superior, durable and simply the best.
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LPG is widely used to manufacture Crisp Biscuits, Soft Bread, Fluffy Pastries, Light Khari,
Spongy Cakes and all types of cream and bakery products of super quality. Precision control
of temperature and low sulphur content in LPG makes the product palatable and passes all
Statutory tests for human consumption.
Poultry
Don’t count your chickens before they are hatched, but with Bharatgas you can.
With Bharatgas you get uniform and localized heating during the first five weeks both during
summer and winter.
The advantages of LPG in chicken brooding are
Better heat control.
Rapid drying of litter.
The power failures in rural areas is very high resulting in heat failures, but with LPG
as the source of fuel this risk is eliminated.
Direct view of chicks; the heaters don’t take any floor area.
Very low LPG consumption of approx. 60 gms per hour or 50 paise per bird in winter.
Textile Industry
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Has it ever occurred to you that to produce the textiles you’re wearing, LPG plays a
significant role.The four main steps in the production of textile fabric:
Preparation of fabric
Spinning
Weaving
Finishing which includes Singeing, Bleaching, Dyeing, Printing, Calendering etc.
Each of these processes requires a heating source. Steam though mostly used is not
hot enough for certain operations so LPG or electricity is usually needed in the
Finishing process. LPG is better because the heat is more concentrated. The reflectors
do not have to be polished and heaters do not burn out.
Steel
Now let us look at Bharatgas role in the steel industry and here too, once again Bharatgas
steals the show.
Heat treatment of metals normally refers to any process involving heating and cooling of the
solid metal with the aim of modifying its physical properties but without the intention of
changing its chemical composition. Bharatgas easily meets these requirements so steel giants
like Jindal have stuck to Bharatgas over the years for all their fuel needs.
Pharmaceuticals Just what the doctor ordered “Bharatgas” from Bharat Petroleum.
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LPG is used to join glass components to form a single object. Bharatgas is preferred because
a clean flame is obtained which can be adjusted to the desired size and shape useful in the
production of ampoules.
Glass
In the summer heat when you reach for a thirst quencher, remember Bharatgas has gone into
making the bottles that hold these great refreshers.As seen here re-heating of melted
glassware in a special furnace is done before shaping operations. When making complicated
shapes the glassware may have to be reheated several times to keep it malleable. LPG is
generally used because the firing rate is not very high and combustion must be free of c
Hotel Industry
The cup that cheers, the meal that satisfies, the mouth watering delicacies
Thanks to “Bharatgas” Bharatgas is associated with top brand names in the hotel industry
like Taj. Normally 90% of hotel use Bharatgas for cooking of food. No matter what you
serve, Continental, Chinese, Moghlai, Italian or Russian - a variety of menus to suit various
tastes but the preferred choice and trusted cooking medium “Bharatgas”
Reticulated Piping
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LPG at the turn of a tap – so quick, so convenient. Cooking was never easier. Thanks to the
reticulated piped gas available in several homes today, Bharatgas is available at the turn of a
tap. It ensures increased safety and valuable space saving in the kitchen. It eliminates cylinder
refill booking and handling. Saving of time and no need to block money for a 2nd cylinder.
Paint drying
LPG application in paint drying has got distinct advantage over conventional drying ovens.
The hot air is generated which is free from particulate matter, leaves no ash and temperature
control is precise. The final quality of paint in the baking oven is uniform. The result is
excellent surface finish and gloss.
Dal mill
The conventional method of grain drying is process of sun - drying or passing of flue gases
through the bed of grain. The modern method of grain drying is by LPG Firing system which
improves the drying process and also gives no. 1 quality of the grain. As the grains are of
edible quality, LPG does not leave any ash or carbon particles on the grains and does not
produce any foul odour on the finished surface thus fetching better market price
Goldsmith’s favourite
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LPG produces very powerful flame and can be as sharp as needle. This type of flame is
required for goldsmith to make very fine gold / silver ornaments. The working atmosphere
remains free from obnoxious gases and thus is conducive to the workmen.
To match the individual needs of customers, various pack sizes have been made
available.
For Domestic kitchens - pack sizes of 14.2 kg. and 5 kg. cylinders
For Industrial / Commercial - pack sizes of 19kg, 35 kg. and 47.5 kg. as well
as bulk LPG
COMPANY PROFILE
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beerappa nagar indi which is covering 35 villages and also big towns like chadchan, almel,
Tamba, Atharga, Baradol, Devar Nimbaragi, Salotagi, Loni, Dhulkhed, to cover those areas,
which are working under the guidance of shreepatigouda gas agency the main branch. It uses
social service events like Free health check up, Free eye camp and many more.
Sales executives are playing important role in attaining the enquires of their customers,
Since shreepatigouda gas agency is the only big showroom the promotional activities
conducted are not reaching effectively to customers of other talukas , it show that most of
their sales are in and around bijapur district covering some areas of other talukas.
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Branches
MAN POWER:
Workers 25
Staff 6
Service 2
ACHEVEMENTS:
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Award for (Best Beyond LPG sales men & Delivery Men) (2009)
ACTIVITIES:
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Beerappa nagar.indi
Bijapur Road.
Indi- 586209
E-mail: prabhu946@hotmail.com
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No of Mechanics 2
No of Drivers 4
No. of Supervisors 4
LPG Business
DEPARTMENT PROFILE:
There are mainly four departments in shreepatigouda gas agency. They are
2. Sales Department.
3. Service Department.
4. Accounts Department.
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Booking & Delivery department is headed by the sales Manager Mr Suni L. under him.
2. Sales Department:
Mr. Prabhu Biradar heads Service Department and under his guidance
3. Service Department:
Mr. Abu Ahmed heads Service Department and under his guidance
4. ACCOUNTS DEPARTMENT:
Mr. Prabhu Biradar heads Accounts Department and under his guidance
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SHREEPATIGONDA GAS AGENCY
INDI
awareness and innovative ideas were key elements in making shreepatigouda gas agency
successful dealerships
FACILITIES AVAILABLE:
COMPETITORS
1. H P GAS. Sindagi
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SHREEPATIGONDA GAS AGENCY
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SWOT ANALYSIS
STRENGTHS:
4) The decisions taken by them are quick and effective when concerned to changes in
market.
important strength.
6) The company is technically well efficient with various modern technologies, which helps
the company to face any challenge either from internal or external factors.
7) The company has high goodwill in the market for their quality products.
4) Good infrastructure
WEAKNESS:
OPPORTUNITIES:
Can capture rural areas when they are going to launch their new sub agency.
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SHREEPATIGONDA GAS AGENCY
INDI
The dealers can conduct exchange promotional activities to increase its sales.
THREATS:
ORGANISATION CHART
Owner
Administoter
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Manager
Sales Executives
SHREEPATIGONDA GAS AGENCY
INDI
Head Mechanics
Delivery man
Mechanics
SAMPLING:
Sample plan to know the customer satisfaction index of after sales service in this project is
SAMPLE UNIT:
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SHREEPATIGONDA GAS AGENCY
INDI
I have taken the customers of shreepatigouda gas agency who are using gas.
SAMPLING METHOD:
Sample size for this project is 100 customers who are gas owners.
RESEARCH DESIGN:
In this research design of this project the study was conducted by the survey method.
Taking sample of 100 customers owning gas by commencing sampling using the research
A. PRIMARY DATA:
Questionnaires
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SHREEPATIGONDA GAS AGENCY
INDI
B. SECONDRY DATA:
Internet
MEASURING TOOLS:
For preparing this project I have considered questionnaire as measuring tool for collecting the
data.
BABASAB PATIL 43
SHREEPATIGONDA GAS AGENCY
INDI
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SHREEPATIGONDA GAS AGENCY
INDI
Table-1
Frequency Percent
Valid Electrical coil 42 42.0
Wood 35 35.0
Kerosene 23 23.0
Total 100 100.0
Diagram-1
42% of the respondents were using the electrical coil for cooking before purchasing
the gas. 35% of the respondents were using the wood for cooking and remaining 23%
of them were using the kerosene for the cooking before they purchasing the gas
BABASAB PATIL 45
SHREEPATIGONDA GAS AGENCY
INDI
Table-3.2
Frequency Percent
Valid BPC 91 91.0
H PC 5 5.0
IOC 4 4.0
Total 100 100.0
Diagram-3.2
91% of the respondents are using the B P C gas. 5% of the respondents are using the
BABASAB PATIL 46
SHREEPATIGONDA GAS AGENCY
INDI
Table-3.3
Frequency Percent
Valid ONE 69 69.0
TWO 31 31.0
Total 100 100.0
Diagram-3.3
69% of the respondents are using single cylinder and While 31% of them are using
double cylinders
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SHREEPATIGONDA GAS AGENCY
INDI
Table-3.4
Frequency Percent
Diagram-3.4
26% of the respondents say that they refill the cylinder in 20-30 days.
14% of the respondents say that they refill the cylinder in 30-50 days.50% of the
respondents say that they refill the cylinder in 50-60 days and While 10% of them
Table-3.5
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SHREEPATIGONDA GAS AGENCY
INDI
Frequency Percent
Valid Personally 35 35
Phone 65 65.0
Letter 0 0
Sms 0 0
Ivrs 0 0
Total 100 100.0
Diagram-3.5
35% of the respondents are booking their cylinders by meeting personally and
BABASAB PATIL 49
SHREEPATIGONDA GAS AGENCY
INDI
Table-3.6
Frequency Percent
Diagram-3.6
10% of the respondents are says that the dealer deliver the cylinder on same day, 51%
of them says that dealer delivers the cylinder on 1 – 2 days, 29% of them says that
dealer deliver the cylinder on 2 – 3 days and While 10% of them says that dealer
BABASAB PATIL 50
SHREEPATIGONDA GAS AGENCY
INDI
Table 3.7
Frequency Percent
Diagram-3.7
3% of the respondents are in favor that the delivery men deliver the cylinder to out
door, 70% of the respondents are in favor that the delivery men deliver the cylinder to
kitchen. 20% of the respondents are in favor that the delivery men deliver the cylinder
to store room, While remaining 7% of them are in favor that the delivery men deliver
BABASAB PATIL 51
SHREEPATIGONDA GAS AGENCY
INDI
Table-3.8
Frequency Percent
No 26 26.0
Total 100 100.0
Diagram-3.8
74% of the respondents are says that the delivery men confirms the weight of
cylinder and Nearly 36% of them are says that the delivery men does not confirms the
weight of cylinder
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SHREEPATIGONDA GAS AGENCY
INDI
Table-3.9
Frequency Percent
Diagram-3.9
90% of the respondents are says that the cylinder is adequate in quantity and
Remaining 10% of the respondents are says that the cylinder is not adequate in
quantity
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SHREEPATIGONDA GAS AGENCY
INDI
10. How much does delivery men charges extra other than billed amount?
Table-3.10
Frequency Percent
Valid Free 95 95.0
5 - 10 rs 5 5.0
10 - 20 rs 0 0.0
Total 100 100.0
Diagram-3.10
95% of respondents are says that the delivery men does not charge extra amount other
then billed amount and Nearly 5% of the respondents are says that the delivery men
BABASAB PATIL 54
SHREEPATIGONDA GAS AGENCY
INDI
11. How soon does Mechanic or Gas Dealer Respond Immediately in case of Leakage
Table-3.11
Frequency Percent
Valid 30 min 64 64.0
1 hour 6 6.0
1 day 30 30.0
Total 100 100.0
Diagram-3.11
64% of the respondents are says that the mechanic or gas dealer respond immediately
in case of leakage in 30 min.,6% of the respondents are says that the mechanic or gas
dealer respond immediately in case of leakage in 1 hour and Nearly 30% of the
BABASAB PATIL 55
SHREEPATIGONDA GAS AGENCY
INDI
respondents are says that the mechanic or gas dealer respond immediately in case of
leakage in 1 day
12. How do you rate the behaviour of counter staff/Deliverymen and Mechanic
Table-3.12
Frequency Percent
Diagram-3.12
60% of the respondents are in favour of very good behavior from the counter
staff/delivery men and mechanic of shreepatigouda gas agency, 14% of them are in
favour of good behavior and from the analysis 20% of them are in favour of average.
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SHREEPATIGONDA GAS AGENCY
INDI
and While 6% of them are in favour of poor behavior of the counter staff/delivery
Table-3.13
Frequency Percent
Diagram-3.13
66% of the respondents are in favour that the agency conduct mandatory in inspection
once in a year,20% of the respondents are in favour that the agency conduct
mandatory in inspection once in a two year, 4% of the respondents are in favour that
the agency conduct mandatory in inspection once in a three year and While remaining
BABASAB PATIL 57
SHREEPATIGONDA GAS AGENCY
INDI
10% of of the respondents are in favour that the agency conduct mandatory in
Table-3.14
Frequency Percent
Good 10 10.0
Average 10 10.0
Poor 0 0.0
Very Bad 0 0.0
Total 100 100.0
Diagram-3.14
80% of the respondents are in favour of very good over all performance of
shreepatigouda gas agency , 10% of them are in favour of good performance and from
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SHREEPATIGONDA GAS AGENCY
INDI
the analysis 10% of them are in favour of neither good/bad over all performance of
15. Do you want to migrate if new gas agency is allotted in this town?
Table-3.15
Frequency Percent
Valid Yes 6 6.0
No 94 94.0
Diagram-3.15
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SHREEPATIGONDA GAS AGENCY
INDI
6% of the respondents are in favour of that they will migrate if new gas agency is
allotted in the town. and While 96% of them are in favour of that they don’t want
FINDINGS
42% of the respondents were using the electrical coil for cooking before purchasing
the gas. 35% of the respondents were using the wood for cooking and remaining 23%
of them were using the kerosene for the cooking before they purchasing the gas
91% of the respondents are using the B P C gas. 5% of the respondents are using the
H P C gas and remaining 4% for the I O C gas
69% of the respondents are using single cylinder and While 31% of them are using
double cylinders
26% of the respondents say that they refill the cylinder in 20-30 days.
14% of the respondents say that they refill the cylinder in 30-50 days.50% of the
respondents say that they refill the cylinder in 50-60 days and While 10% of them
35% of the respondents are booking their cylinders by meeting personally and
10% of the respondents are says that the dealer deliver the cylinder on same day, 51%
of them says that dealer delivers the cylinder on 1 – 2 days, 29% of them says that
dealer deliver the cylinder on 2 – 3 days and While 10% of them says that dealer
3% of the respondents are in favor that the delivery men deliver the cylinder to out
door, 70% of the respondents are in favor that the delivery men deliver the cylinder to
kitchen. 20% of the respondents are in favor that the delivery men deliver the cylinder
BABASAB PATIL 60
SHREEPATIGONDA GAS AGENCY
INDI
to store room, While remaining 7% of them are in favor that the delivery men deliver
74% of the respondents are says that the delivery men confirms the weight of
cylinder and Nearly 36% of them are says that the delivery men does not confirms the
weight of cylinder
90% of the respondents are says that the cylinder is adequate in quantity and
Remaining 10% of the respondents are says that the cylinder is not adequate in
quantity
64% of the respondents are says that the mechanic or gas dealer respond immediately
in case of leakage in 30 min.,6% of the respondents are says that the mechanic or gas
dealer respond immediately in case of leakage in 1 hour and Nearly 30% of the
respondents are says that the mechanic or gas dealer respond immediately in case of
leakage in 1 day
60% of the respondents are in favour of very good behavior from the counter
staff/delivery men and mechanic of shreepatigouda gas agency, 14% of them are in
favour of good behavior and from the analysis 20% of them are in favour of average.
and While 6% of them are in favour of poor behavior of the counter staff/delivery
66% of the respondents are in favour that the agency conduct mandatory in inspection
once in a year,20% of the respondents are in favour that the agency conduct
mandatory in inspection once in a two year, 4% of the respondents are in favour that
the agency conduct mandatory in inspection once in a three year and While remaining
10% of of the respondents are in favour that the agency conduct mandatory in
BABASAB PATIL 61
SHREEPATIGONDA GAS AGENCY
INDI
80% of the respondents are in favour of very good over all performance of
shreepatigouda gas agency , 10% of them are in favour of good performance and from
the analysis 10% of them are in favour of neither good/bad over all performance of
6% of the respondents are in favour of that they will migrate if new gas agency is
allotted in the town. and While 96% of them are in favour of that they don’t want
CONCLUSION
Less than anticipated growth in the face of intensifying competition and rising costs can
provider for Bharat gas and they are well established in providing satisfactory after sales
By seeing the observations most of the customers are having positive perception
towards Shreepatigouda gas agency and are satisfied with its services such as Availability of
BABASAB PATIL 62
SHREEPATIGONDA GAS AGENCY
INDI
The study will help the company to know the satisfaction level of customer
The study will help the company to identify the factors of dis-satisfied customers.
The study will help the company to know whether their services are meeting their
The study will help the company to focus on their weaker areas of services.
The study will help the company to improve their customer care activities to
The present day market is flooded with a variety of gas Manufacturers as many as if not
more than companies like bharat gas, Hindustan gas, Indian gas and reliance gas etc, are
Time has become talk of the town therefore the customers give utmost priority to
those gas Industries which produces varieties of gas with Price, Services etc, which have
The shreepathgouda gas agency is the one of the best Dealer for Bharat gas
exclusively engaged in sales and services of gas it is the only company rendering better
performance from a long period of time with the presence of all these factors shreepathgouda
BABASAB PATIL 63
SHREEPATIGONDA GAS AGENCY
INDI
The study on hand is directed to understand "A study on customer satisfaction towards
after sales services of shreepathgouda gas agency to improve the quality of service."
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SHREEPATIGONDA GAS AGENCY
INDI
Questionnaire
Dear Sir/Madam,
Name: _______________________________________________________
Address: _______________________________________________________
Occupation: _____________________________
1. One 2.two
4.Above 60days
4. SMS 5.IVRS
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SHREEPATIGONDA GAS AGENCY
INDI
4. 4-6days
1. Yes 2. No
1. yes 2.No
10. How much does delivery men charges extra other than billed amount?
11. How soon does Mechanic or Gas Dealer Respond Immediately in case of Leakage ?
12. How do you rate the behaviour of counter staff/Deliverymen and Mechanic?
4.Very Bad
15. Do you want to migrate if new gas agency is allotted in this town?
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SHREEPATIGONDA GAS AGENCY
INDI
BIBLIOGRAPHY
REFERENCE BOOKS:-
WEBSITE:-
1. www.ebharatgas.com
2. www.google.com.
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