A SUMMER TRAINING REPORT ON “CUSTOMER SATISFACTION LEVEL OF THOSE CUSTOMER WHO USES INDIANOIL RETAIL OUTLET” SUBMITTED TOWARDS

PARTIAL FULFILLMENT OF POST GRADUATE DIPLOMA IN MARKETING MANAGEMENT (APPROVED BY AICTE, GOVT. OF INDIA) ACADEMIC SESSION 2009-2011

SUBMITTED TO: Prof. Sachin Malhotra Chairperson-PGDM-IT IMS - GHAZIABAD

SUBMITTED BY: Samit Kumar Sinha BM-09282 PGDM-MM

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TO WHOM SO EVER IT MAY CONCERN

This is to certify that Samit Kumar Sinha, student of post graduate diploma in Marketing Management (PGDM-MM) from Institute of Management Studies, Ghaziabad has completed his project title “Customer satisfaction level of those customer who uses indian oil retail outlet” under my guidance and supervision. I wish him all the best for his future endeavors.

Prof Sachin malhotra Chairperson of PGDM-IT IMS Ghaziabad.

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DECLARATION

This is to certify that I am the student of PGDM-MM(2nd year) have personally worked on the topic “Customer Satisfaction Level of Those Customer who Uses Indianoil Retail Outlet” under the able guidance of Prof. Sachin Malhotra –Chairperson of PGDM-IT IMS, Lal Quan Ghaziabad U.P during the session of April-June 2010. The data's mentioned throughout the project are authentic and reliable. I have worked to the best of my efforts and capability.

Date: 20th July 2010 Place: Ghaziabad

Samit Kumar Sinha

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I could decipher that I had talents unknown to myself. Starting from the initial stages to the end stages I have received continuous feedback with regard to the progress of the project. for his invaluable mentoring and exuberant guidance. It is only possible with the continuous and constant help and guidance that they receive from others . Thank you. Finally I would say that the project has helped discover my self. indebtedness and sincere phrases of thanks to Prof. With due respect and regards I wish to express my deep sense of gratitude. Sachin Malhotra . We are highly obliged by the constant support that I have got from my faculty in the project.ACKNOWLEDGEMENT A single person alone can never be credited for performing any extraordinary work successfully. once again. Samit Kumar Sinha BM-09282 PGDM-MM 4 .

For certificate 5 .

In this time period I went to specific retail outlet of Indian oil corporation Ltd. I met 100 transporter for fleet card purpose. quantity. In this division the company have made fleet card for transport company only for heavy viechle. I have also worked in xtrapower marketing division. Hapur to convience transporter to make fleet card for convieniet used. It start on 3th of april 2010 and 30th june 2010.ABSTRACT Indian Oil Corporation Ltd is the largest company in india in terms of turnover and is the only Indian company to rank in the Fourtune “Global 500” list. Government that’s own 90 percent of the firm. 6 . Meerut road chungi(Ghaziabad). cleanliness & maintaineance. This project deals with the customer satisfaction level of those customer who uses Indian oil retail outlet services in Ghaziabad. I went many places like transport nagar (Ghaziabad). In this tenure I collect certain useful information from the customer who are visited on specefic retail outlet. So it is a brief summary of my project. Indian oil company is controlled by the Ministry of petroleum and natural gas. as situated in Ghaziabad. quality. For detremine customer satisfaction level I have used questionaire for finding result. lubricants and other value added service. The project all about to determine the customer satisfaction level like mileage. price.

5 Chapter II 1..9 Product & Services …………………… 9-12 Competitors…………………………… 13 Market Share ………………………… 14-15 7 . 50 3.. Suggestion ………………………………51 Chapter 5 Chapter 6 Bibliography Annexure 52 53-54 Introduction………………………………9 History…………………………………....Table of Content Page No.19 1.1 Reseach design…………………………….3 1.4 1. Chapter I 1. Research Methodology ………………………19 1.20-48 Chapter IV 1. 49 2..2 1.2 Sample design……………………………. Conclusion…………………………….19 1..0 Literature review……………………. …16-18 Chapter III 1.. Limitations …………………………….1 1.3 Data analysis and interpretations……….

List of table S.NO. 15 9 12 13 15 17 18 19 21 OCCUPATION OF THE RESPONDENTS SATISFACTION OF CUSTOMERS IN VALUE OF SERVO SATISFACTION IN AVAILABILITY OF PRODUCTS SATISFACTION LEVEL IN PRICE OUTLET SERVICES 8 . 1 2 3 4 5 6 7 8 9 PAGE NO. 1 2 3 4 5 6 7 8 9 TOPIC % OF MARKET SHARE REVIEW MATRIX GENDER GROUP OF THE RESPONDANTS NUMBER RESPONDANT OF TABLE NO.

OBJECTIVES OF THE STUDY primary objective:  To determine the customer satisfaction level those who uses indian oil retail outlet.bill. quantity.credit card facilities etc. price.  To determine the customer satisfaction level those who uses xtrapremium & xtramile. Secondary objectives:  To determine the customer satisfaction with mileage.  To know the promissed benefits for using xtrapremium/xtramile. 9 .  To determine the customer satisfaction with quality.

40% share in refining capacity and 67% downstream sector pipelines capacity in india. In 1959 indian oil company to reduce india dependence on foreign oil. Indian oil and its subsidiaries account for a 47% share in the petroleum product market . 2).Chapter 1 1).2 million metric tons per year. In this research centre are testing lubricants and other petroleum products. The over all capacity of refining capacity in indian oil corporation is 60. It is an indian public-sector petroleum company. Fortune Global listed the indian oil company ranking 105th in the list of 500 company in 2009. Indian oil corporation ltd also established own research centre in faridabad(haryana). In 1964 indian refineries Ltd. is the india largest commercial enterprise company. Indian oil corporation owns and operates 10 refineries inindia. Indian oil corporation owns and operates seven refineries of seventeen refineries in india.INTRODUCTION:Indian oil corporation Ltd. IOCL also contorolling 40% of the country refining capacity. It developed lubricants the brand name of the lubricant is servo and seroprime. 3)-PRODUCT & SERVICES:Indian oil corporation product portfolio includes productIndane Gas Auto Gas Natural Gas Petrol Diesel      10 . and the indian oil company were merged to the name of Indian Oil Corporation.HISTORY:Indian oil company started after immediately india independence in 1947.

 Xtrapremium Xtramile Jet Fuel Marine Fuels Petrochemicals Lubes & Greases Superior Kerosine Oil Crude Oil        Indian oil corporation offer services in area likeRefineries Pipelines Marketing Research & development Petrochemicals Fleet card       11 .

Xtrapremium is designed for deliver higher mielage. It is popular in new generation. more power and better pickup. It is also designed for long life of engine.XTRAPREMIUM Xtrapremium is a india leading branded petrol. It is also designed for deliver higher mileage for diesel engine vechile . Xtrapremium enhanced engine cleanliness and lower emmission. It is also useful for less enviornment polluted. It is also desined for diesel engine long life. Xtramile also enhanced engine cleanliness and lower emmission. It is used for more power . XTRAMILE Xtramile is also called high speed diesel. Xtramile is the also leader of the branded diesel. 12 . better pickup and smooth drive.

FLEET CARD Indian oil corporation ltd started fleet card service for heavy vechile for diesel engine vechile. Xtrapower card is mainly used by large transport company. o By using this card you have no need of carrying large amount of money in the long drive way. In this scheme you have take benefit five hundred rupees on transaction of card is one lakh no time limition on the trasaction. 13 . o Indian oil corporation ltd also gives extra point for card holder. o You can recharge money in the card on any indian oil retail outlet and also by rechage money in the card by bank cheqe also. It get security from theft of money in the in the way. BENEFITS OF FLEET CARD o By using fleet card you can take diesel in anywhere india from indian retail outlet. o Indian oil corporation also give the two lakh insurance policy for accident insurance cover. Fleet card is come under the marketing division the name of the card is “ xtrapower”.

The company have two refinineries located at mumbai and vishakhapatnam. Reliance Industries Limited is one of the India largest private sector companies. The company have annual 10. o Essar oil limited Essar oil limited is an india based company it is engagged in the expolaration and production of oil and gas. Bharat petroleum always change technology in the indian petroleum industry. o Hinustan Petroleum Hindustan petoleum is a also main domestic competitor of indian oil corporation limited. Gujrat in Western India. 14 . Essar oil limited have 1000 retail outlet across all ovr india. Bharat petroleum always to meet the challenges with indian oil corporation limited. refining of crude oil nd marketing of petroleum products. Reliance petroleum setup of green field petroleum refinery and polyproplene plant in a special economic zone in jamnager.4). One of the segment is downstram and onother segment is exploration and production hydrocarnons.5 million tonnes per annum refinery. Hidustan petroleum operates in two business segment . o Reliance petroleum limited Reliance Petroleum Limited is also have engaged in refining of crude oil and producing refined petroleum products.COMPETITORS:o Bharat Petroleum Corporation Limited Bhart petroleum corpartion is the main competitor of indian oil corporatio limited.

No.TABLE 1:. 1 2 3 4 5 6 Different INDUSTRIES IOCL HP ESSAR ONGC RELIANCE OTHERS % Market Share 28 18 11 22 20 1 15 .% OF MARKET SHARE Sr.

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including low emissions. ‘‘while most other specifications are the same. It increases the emission levels of automobiles. can get spoilt. what about the rest? due to the price difference in prices of fuel and adulterants.’’ he said engines experience a loss in power by 15 to 20 per cent.’’ a cpcb official said. the fuel quality at the consumer end must be pure. storage and prevention of use in automobiles) order and the solvent. engineering. to curb this menace.’’ krishan kumar. a former head of iit delhi’s mechanical engineering department. the supreme court had in 1998 ruled that two fuel-testing labs be set up. adulteration leads to overheating of engine and in extreme cases can lead to piston seizure. since that is not happening. it asked the environment pollution (prevention and control) authority to appoint an independent agency to conduct surprise checks at oil depots and tankers to curb adulteration. 17 .CHAPTER 2 :. the unleaded fuel being sold in metros has a high content of benzene. the orders issued in 2000 put restrictions on the sale and use of solvents and banned adulteration.000. just 24 outlets of an oil company have put up a hoarding ensuring people that the fuel they sell is "pure for sure". sale. like the environment. earlier in 1998 it had passed the motor spirit and high speed diesel (regulation of supply and distribution and prevention of malpractice) order.’’ mathur said. and that oil companies be ranked accordingly. maruti udyog limited’s advisor. ‘‘to ensure that the engine gives the desired performance. ‘‘even the mileage is adversely affected. agreed. parts like the fuel pump. kerosene’s volatility is less than that of petrol. following this order. the national fuel testing lab was set up in noida for testing samples drawn from retail outlets in the both the ncr and nct of delhi. raffinate and slop order. which if not fully burnt releases compounds that are highly carcinogenic. that cost about rs 3. in a city that has about 700 petrol pumps. last year. as a result.’ now it’s the turn of the adulterated fuel to take its toll. the engine also is left choking. but who is responsible for the problem in the first place? while the unscrupulous tanker-drivers and pump-owners have made a ‘killing. said. the problem of fuel adulteration in the capital has acquired such dimensions that last month the supreme court had to intervene. moreover. the ministry of petroleum and natural gas passed the naphtha (acquisition. the overall engine and components’ life also gets adversely affected.LITERATURE REVIEW Economic Times(2006) Capital breathless as impurities added to fuel Pure for unsure. h b mathur. ‘‘adulterated fuel is definitely bad for the engine.

One of the unfortunate consequences of these strategies was a change in the culture of the industry toward risk aversion and general reluctance to accept new technology. cpcb’s dutta said even the testing lab is not much use in detecting a small percentage of adulteration. 18 . These high prices have indeed reduced the risk of new technology adop.curement processes. This paper shows that in a high price environment the best financial returns result from higher recovery factors and that technology is the only vehicle that can deliver these higher recoveries. It advocates a return towards a more balanced mix of expenditures in technology versus other ele. especially within the technical staff.otherwise. many oil and gas companies adopted new management strategies and actions to ensure their profitability even in a low price environment. Another contributor was a weakening of the technical backbone of the industry that was aggravated by multiple reductions in the work force. While these were proper steps at the time and solidified the financial health of our industry. These strategies included tightly strung cost-based pro. ‘‘fuel that has 10 to 15 per cent adulterants will show the same bureau of indian standards specification as pure fuel. faced with price volatility. and quarterly profit-based incentives.tion.’’ anoumita roy choudhury of the centre for science and environment said. they also resulted in reluctance to deviate from standard accepted operations and hesitance to move off the traditional course.ments of the organization. the oil companies will continue to remain unaccountable for the petrol pumps that sell adulterated fuel. Economic times (2007) Impact of High Oil and Gas Prices on Risk of New Technology Adoption More than two and half decades ago. closely monitored asset profit targets.

in a low price environment 19 .Table 2:.REVIEW MATRIX AUTHOR Saurabh Sinha (2001) OBJECTIVE CONCLUISION Preventing mal practive in Special committe should supply diesel. of petroleum and set up to check regularly the fuel aduteration. The oil and gas companies Increasing the recoverable adopted strategies new and management reserves. High quality seal should be used in tankers which can’t be broken. actions to Countries procure internal ALI DANNESHY (2007) ensure their profitability even oil for future.

Here. which includes the Indian oil users in Ghaziabad city. Sampling technique Our sampling technique is convience sampling.who visit the outlet when the study is conducted. Research objectives can be listed into a number of broad categories. In this reasearch we identify the which factors play major role in deciding customer satisfaction level of indian oil retail outlet. Sampling technique is used for this project is non probability smpling because of time and resource avilable for the project is limited. The population for the study consists of people who are using Indian oil Lubricant (servo).Chapter 3:. The sampling size includes male and female users from different occupation. sample size A sample of 300 people was taken from the all 15 retail outlet which is situated in the Ghaziabad city . 3. The target population is IOCL customers. Sampling population Our reasearch mainly subjected to customer coming to indian oil retail outlet which are including all higher. Schedule method is undertaken to find the customer satisfaction and opinion. which was taken from the customer who are easily responded. A survey was conducted among the people of Ghaziabad city by the aid of well structured Schedule. as follows:To check the customer satisfaction level of those who uses IOCL . convenient 20 . Sample design Sampling area Sampling area of this research is all retail outlet are situated in the Ghaziabad city. The sampling size was restricted to 300 for want of time.3 Data collection The primary data are collected through Schedule method.2.The sampling unit for the study is 100.1 Reaserach design The type reaserach is descriptive whwre we trying to desccibe the customer satis faction level of customer who visited on indian oil retial outlet . age. lower middle class and lower class. middle. The purpose of research is to discover answers to questions related to IOCL through the application of scientific procedures.Research Methodology 3. 3.

Primary sources are most authoritative since the information is not filtered and tampered. Unpublished source include company record or archives. Secondary data may be either published or unpublished source data. For this technique we identify the prominet factors responsible for the satisfaction levels towards the customer realationship management. 2) Secondary data     Secondary data refers to the information gathered from already existing source. It is raw data without interpretations and represents the personal opinion. Factor analyis Factor analyis is also used for the data summarization . dairies. Collection of secondary data involves less time and cost Secondary data Used are: • • Internet journals and magazines Data analyis Demographic Analyis Demographic analysis technique used for the summarization of some usel data to the our objective reasearch. letters.sampling technique has been adopted for collecting the primary data. Chi-square analysis Chi-square used for to the dependency of different variables or other words we can say that it is used for find out the existness of a relationship between two variables. 1) Primary data Primary data refers to information gathered firsthand by the researcher for the specific purpose of the study. Data analysis and interpertation 21 .

5 hence sample adequate for factor analysis.719 899. 22 .000 INTERPERTATION Since kaiser meyer olkin measure of sampling adequacy is more than 0.885 171 . . Chi-Square Df Sig.For section A (Normal Quality Fuel customer) Factor analyis for normal quality fuel customer KMO and Bartlett's Test Kaiser-Meyer-Olkin Measure of Sampling Adequacy. Bartlett's Test of Sphericity Approx.

000 1.568 .850 .447 .631 .000 1.559 .000 1.520 .654 .467 Quantity Quality Price Promptness with services Behavior of staff Zero reading Managing and directing Bill Credit card Cleanliness and maintenance Testing kits Air filling Drinking water Lubricants Toilet facilities Sales officer Complaint register Overall basis Satisfied with mileage Extraction Method: Principal Component Analysis.000 1.402 .647 .000 1.000 1.000 1.000 1.000 1.000 1.Communalities Initial 1.577 .000 1.564 .571 .000 Extraction .823 .537 .651 .000 1.577 . 23 .000 1.669 .000 1.000 1.481 .000 1.000 1.000 1.

682 33.347 .476 77.824 1.135 1.338 47.194 3.135 5.361 7.404 . .108 40.185 1.244 6.923 1.870 1.108 40.550 1.976 .809 20.479 29.539 1.047 1.923 1.405 23.000 Total Variance % 4.098 91.886 52.607 85.374 7.885 9.582 99.956 .91% of the total variance is explained by only six factor.208 53.066 5.130 5.835 .166 1.507 2.050 69.303 58.032 4.926 2.208 53.586 38.318 100.231 6.758 97.338 47.496 .095 1.114 88.556 .613 33.666 .633 95.748 .066 5.915 Total Variance % 3.394 4.797 .Total Variance Explained Component Initial Eigenvalues Extraction Sums of Squared Rotation Sums of Squared Loadings Loadings % 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 of Cumulative % of Cumulative % of Cumulative Total Variance % 4.613 .305 6.721 45.158 6.937 3.185 23.736 9.812 9.885 9.405 23.608 2. 24 .082 73.305 6.915 Extraction Method: Principal Component Analysis.185 23.670 81.185 1.436 58.158 6.230 1.047 20.303 58.230 1.025 93.870 1.736 .374 7.985 2.330 .567 . Interpertation From the above table we can infeered that 58.915 64.095 1.125 1.

197 .727 .063 .024 -.222 -.057 -.001 -.026 .271 .167 .375 .504 .142 -.077 .053 .074 .171 -.038 -.643 .252 Quantity Quality Price Promptness with services Behavior of staff Zero reading Managing and directing Bill Credit card Cleanliness Maintenance Testing kits Air filling Drinking water Lubricants Toilet facilities Sales officer Complaint register Overall basis Satisfied with mileage a.043 .476 -.495 .098 -.448 .030 .251 -.053 . 25 .281 -.498 .199 .661 .564 -.209 .020 .007 .132 5 .422 -.739 .199 -.091 .131 .325 .168 -.198 .505 -.193 -.134 .228 .045 -.Component Matrixa Component 1 2 -.702 -.111 -.760 .075 -.392 .598 -.774 .125 -.092 -.195 .036 .044 -.392 6 .024 -.324 .174 .021 .037 -.188 .554 .031 .409 4 .460 .093 . 3 -.113 .093 .014 -.115 .022 .031 -.388 .111 .077 -.348 -.005 .035 -.061 -.237 -.070 -.036 .001 .085 .211 .881 .599 .346 .058 .136 -.422 .057 .084 .115 -.444 .152 -.016 .275 .042 .237 Extraction Method: Principal Component Analysis.451 . 6 components extracted.056 -.276 .502 -.178 -.372 .

104 .142 .026 .357 .178 -.070 -.173 -.187 .179 -.040 -.666 .504 -.019 .744 .031 .121 .029 .-.171 .354 -.011 .028 -.018 .141 -.079 -.106 .473 .111 .092 6 -.288 -.079 .038 -. 26 .141 .706 -.287 -.046 .402 .410 .154 -.020 .Rotated Component Matrixa Component 1 2 -.739 -.060 -.292 .054 -.790 . Rotation converged in 9 iterations.052 -.193 4 .161 .119 -.586 .212 .144 .182 -.018 .586 .047 -.021 -.707 -.044 .043 .230 .323 .798 .071 -.000 .061 Quantity Quality Price Promptness with services Behavior of staff Zero reading Managing and directing Bill Credit card Cleanliness Maintenance Testing kits Air filling Drinking water Lubricants Toilet facilities Sales officer Complaint register Over all basis Satisfied with mileage Extraction Method: Principal Component Analysis.719 -0.356 -.165 .876 .427 5 .024 .704 .030 .710 -.168 -.026 -.204 .004 -.404 .081 -.149 .068 -.169 .129 .758 .204 .006 -.034 .014 .086 .653 -.141 .055 -.127 -.016 .652 .240 .160 .520 .119 .073 . a.485 3 .014 .115 -.104 -.112 .069 . Rotation Method: Varimax with Kaiser Normalization.029 -.046 .145 -.016 .250 .085 -.050 -.

bill. toilet faclities. complaint register. cleanlines & maintainenac air filling Factor2(extra services) Drinking water. credit card Factor5(conrolling) managing and directing Factor6(satisfaction) over all basis 27 . sales officer.promptness with services.INTERPERTATION Out of the total ninteen factors can be divide into 6 factor Factor1(service) Testing kit. quantity. lubricants.satisfied with mielage Factor3(Billing authenticity) Zero reading Factor4(money factor) Price. beahvior of staf.

Component Transformation Matrix Component 1 dime 1 .282 0 5 -.114 .164 6 -. For Section B(Premium fuel Customer Factor analysis for premium fuel customer 28 .045 .486 2 -.941 .375 .730 .107 .237 .527 -.414 4 -.454 -.016 -.192 .153 .048 3 .500 -.026 -.485 nsion 3 4 -.325 -.200 .130 .070 .681 Extraction Method: Principal Component Analysis.053 .058 -.222 6 -.363 5 -.672 .275 -.144 .903 2 . Rotation Method: Varimax with Kaiser Normalization.778 -.144 .086 .

713 15 .701 Interpertation Since kasier meyer olkin measure sampling adequacy is more than 0. Chi-Square Df Sig. Bartlett's Test of Sphericity Approx. .5 hence sample is adequate for factor analysis 29 .520 11.KMO and Bartlett's Test Kaiser-Meyer-Olkin Measure of Sampling Adequacy.

540 .415 Recommend friends & relatives 1.000 Extraction . 30 .458 Benefits of brand fuels 1.000 .374 Asked for premium 1.000 1.000 .548 Overall basis 1.140 Extraction Method: Principal Component Analysis.Communalities Premium fuel used Benefits Initial 1.000 .000 .

822 12.250 0 Extraction Method: Principal Component Analysis.445 19. Interpertation From the above table we can infeered that 41.937 .445 19.560 15.000 Extraction Loadings Sums of Squared Rotation Sums of Squared Loadings % Total 1.250 Variance ive % 21.188 of Cumulative Total 1.287 1.287 1.609 13.994 .810 73.445 41.829 .419 87.805 16.25% of the total variance is explained by first two factors only.805 41.242 100.330 21.Total Variance Explained Compo nent Initial Eigenvalues % d1 i2 3 m 4 e5 n6 s i o n Total 1.195 % of Cumulat Variance % 21.758 of Cumulativ e% 21.330 19. 31 .921 41.250 57.188 .445 21.280 1.766 Variance 21.

732 -.221 -.713 Overall basis Benefits of brand fuels Asked for premium .200 Premium fuel used Benefits Recommend friends & relatives 2 . 2 components extracted.522 .584 .377 -. 32 .640 -.356 . a.070 .114 Extraction Method: Principal Component Analysis.Component Matrixa Component 1 .181 .

740 .329 . recommended friends and relative. 2 -. a.374 2 -.265 .515 . Interpertation Out of the total sevn factor can be divided into only two factor.676 -.126 .225 -.265 0 Extraction Method: Principal Component Analysis.043 -.964 33 Rotation Method: Varimax with Kaiser Normalization . overall basis.Rotated Component Matrixa Component 1 . asked for premium Component Transformation Matrix Component 1 dimension 1 .3 .724 -.964 2 .016 Premium fuel used Benefits Recommend friends & relatives Overall basis Benefits of brand fuels Asked for premium Extraction Method: Principal Component Analysis.004 . Rotation Method: Varimax with Kaiser Normalization. Rotation converged in 3 iterations. Factor1(quality) Premium fuel used. benefits of brand fuel Factor2 Benefits.

0 Percent 1.9 16.7 100.1 100.2 12.9 100.4 1.7 3.0 Missing Total 34 .5 85.4 17.1 54.1 36.0 63.Pie chart FOR SECTION A (NORMAL QUALITY FUEL CUSTOMER) Quantity Valid Valid Frequency Not at all satisfied 3 Needs improvement 4 Reasonably satisfied 22 Satisfied on overall basis 36 Fully satisfied 115 Total 180 System 31 211 Percent 1.7 2.0 Cumulative Percent 1.3 14.9 10.2 20.

4 needs improvement and 3 are not at all satisfied. 35 . 36 satisfied on overall basis.QuickTimeª and a decompressor are needed to see this picture. 22 are reasonably satisfied. Interpertaation The pie charts shows that out of 180 samples 115 customer are fully satisfied with quantity.

9 11.6 100.3 10.4 3.6 17.6 85.0 Percent 1.0 Valid Percent 1.0 16.7 100. 36 .7 5.7 3.3 14.2 80.4 100.0 Missing Total QuickTimeª and a decompressor are needed to see this picture.0 54.3 19.Quality Cumulative Valid Not at all satisfied Needs improvement Reasonably satisfied Satisfied on overall basis Fully satisfied Total System Frequency 3 7 21 114 35 180 31 211 Percent 1.7 63.

3 14.2 100.0 Percent 2.7 100.4 10.9 1.2 21.1 37.8 100. After that customer reasonably satisfied.2 3.4 18.7 12.2 1.Interpertation The pie charts shows that maximum customer are satisfied on over all basis not are fully satisfied.6 85.1 62.9 16.0 Missing Total 37 . Price Cumulative Valid Not at all satisfied Needs improvement Reasonably satisfied Satisfied on overall basis Fully satisfied Total System Frequency 4 3 22 38 113 180 31 211 Percent 1.0 Valid Percent 2.0 53.

10%.4%.QuickTimeª and a decompressor are needed to see this picture. Interpertation The pie charts shows that out of 180 sample 53%. satisfied on over all basis. needs improvement.9% are fully satisfied. reasonably satisfied. not satisfied. 18%. 1. 38 . !.

7 24.3 14.8 27.7 85.0 Percent 1.7 5.8 23.0 Valid Percent 1.2 40.7 100.4 72.Over all basis Cumulative Valid Not at all satisfied Needs improvement Reasonably satisfied Satisfied on overall basis Fully satisfied Total System Frequency 3 9 32 86 50 180 31 211 Percent 1.8 100.2 100.7 6.0 Missing Total 39 .3 15.8 47.4 4.0 17.

QuickTimeª and a decompressor are needed to see this picture. reasonably satisfied. 40%. 1% are fully satisfied. needs improvement. 4%. satisfied on over all basis. 40 . not at all satisfied. 15%. Interpertation The pie chart shows that of our 180 samples 23%. Hence management needs to improve some extra service on retail outlet.

6 100. Chi-square test For section B(Premium fuel customer) By this test we know that any association between asked for premium and benefits of uses premium 41 .0 Percent 76.7 100.3 14.4 100.0 Valid Percent 76.4 .8 .4 19.7 99. Interpertation Here pie –chart clearly shows that the customer are satisfied with mileage of the normal quality fuel.0 Missing Total QuickTimeª and a decompressor are needed to see this picture.5 85.7 22.Satisfied with mileage Cumulative Valid Yes No 11 Total System Frequency 138 41 1 180 31 211 Percent 65.

0 Not at all improvemen Reasonably Satisfied on satisfie Asked premium for Yes 42 .8% Total N 120 Asked benefits for premium Percent 99.0 20 20.1 2 1.0% Asked for premium * benefits Crosstabulation Benefits Needs satisfied Coun 0 t Expe 1.0 t 5 4.7 satisfied 17 15.4 cted Coun Total t Coun 2 t Expe 2.6 cted Coun No t Coun 2 t Expe .0 86 86.fuel. Case Processing Summary Cases Valid N * 119 Missing N Percent 1 .9 Total 94 94.3 3 4.2% Percent 100.0 cted Coun t 6 6.9 3.8 Fully overall basis d 69 3 67.1 25 25.0 119 119. 0 1 1.0 5 5.2 17 18.

0%) have expected count less than 5. (2Value df sided) a Pearson Chi-Square 9.791 4 .5 100.5 42.0 Percent 57.Chi-Square Tests Asymp.5 42.0 Valid Percent 57.42.5 100.0 43 .100 Linear-by-Linear Association .05 so Ho rejected hence there is no association between asked for premium fuel and brands benefits pervieved.5 100. Interpertation : Since the value of Chi square is more than .506 N of Valid Cases 119 a. The minimum expected count is . 7 cells (70. Sig.057 Likelihood Ratio 7.190 4 . PIE-CHART For Section B(premium fuel customer) FOR PREMIUM FUEL USED Premium fuel used Cumulative Valid Xtrapremium Xtramile Total Frequency 69 51 120 Percent 57.441 1 .

5 .0 16.2 95.2 100.7 71.2 100.8 100.7 4.42.0 16.QuickTimeª and a decompressor are needed to see this picture.5 7.5 24.5 5.5% used extra premium and extra mile fuel respectively.7 4.5 5.0 Percent 2. Interpretation The pie chart shows that out of the total sample 57. Benefits Cumulative Valid Frequency not at all satisfied 3 needs improvement 6 reasonably satisfied 20 satisfied on overall 86 basis fully satisfied Total 5 120 Percent 2.0 44 .7 71.0 Valid Percent 2.

needs improveement.3 35.2 100.8 4.7 28.0 45 .QuickTimeª and a decompressor are needed to see this picture.4.2 100.5. Interpretation Out of the total sample population 2.8 4.7.2% pouplation is not at all satisfied.satisifed on overall basis and fully satisifed respectively in terms of benefits.16.5.0.7 40.71.7 28.3 35.0 95.0 20.8 100.reasonably satisifed.7.0 20.0 75. recommend friends & realatives Cumulativ Valid not at all satisfied nesds improvement reasonably satisfied satisfied on overall basis fully satisfied Total Frequency 14 34 42 25 5 120 Percent 11.0 Valid Percent 11.0 e Percent 11.

2 47.35%.3 52.7 20.28.0 Percent .3%.5 23.8 29. overall basis Cumulative Valid Frequency not at all satisfied 1 needs improvement 2 reasonably satisfied 25 satisfied on overall basis 35 fully satisfied 57 Total 120 Percent .needs improvement.8% and 4.0 Valid Percent .reasonably satisifed.5 100.8 2.8 1. Interpretation Out of the total population 11.7%.5 100.2 47.8 1.7 20.2 % were not at all satisifed .8 29.0 46 .20.QuickTimeª and a decompressor are needed to see this picture.5 100.satisfeied on overall basis and fully satisifed respectively in recommend friends category.

7 100.7 11.8%.3 100.QuickTimeª and a decompressor are needed to see this picture.20.8 26.2 98.5 94.2 1.needs improvement.0 47 .8 26.8 82. Interpretation Out of the total data 0.5% said not at all satisfied.7%.2% and 47.29.2 1. reasonably satisfied.7 100.0 Cumulative Percent 55.satisfied on over all and fully satisfied respectively in this category.0 Percent 55.1.8%.7 4.7 4. Benefit of brand fuels Valid Valid mileage better pickup smooth drive eco friendly any other Total Frequency 67 32 14 5 2 120 Percent 55.7 11.

better pickup.26.7% data was in category of mileage .11.QuickTimeª and a decompressor are needed to see this picture.7%. smooth drive. eco friendly and any other when they were asked for benefits of branded fuel. 48 . Interpretations Out of the total data 55.4.7%.2% and 1.8%.

forecort. price. air filling and grievence redrresal services and came to know all the factors which affected satifaction level among customers. if they wanted to increase the sales and overall profitability of the company.all the customers also asked for improvement in toilet as well as other forecourt services to be included.this research was conducted by me and there were various factors which showed contribution . In our research we considered all factors into our consideratin like quality. In the end we can say that overall satisfaction of customers from Indian oil was satisfactory only as stated by maximum no. price to be lowered and their extra facilities and benefits to be increase and the company should consider all these factors if they want to increase the overall satisifaction level of their customers and also. of our respondants. Most of our sample stated that though quality of both type of fuels was almost satisfiactory but their grievence should be soon redreesed and sales officer name etc should be conveyed properly.4 1)-Conclusion Indian oil coprporation limited is the leader of the retail sector wanted to know its customer satisfaction in customers so.in determining overalll satisfaction level customers.They stated that service factors such as toilet facilites. All the customers wanted more improvement in quality of both type of fuels.Chapter :.drinking water etc stil needed improvement at petrol pumps and quality factor was fine but yes they wanted more mileage factors and price to be lowered . 49 . services like toilet.

2)- LIMITATIONS  The scope of the research is confined only to particular Indian oil retail outlet situated at Ghaziabad.

 Time limitation as the duration of the project is only 8 weeks.

 The small numbers of respondent are not consider a representative of the whole target population.

 This sample is not considered the income, age group and gender.

 The respondents always to hurry fill up the questionnaire that may be biased.

 The respondent were not interested revealing all the data, as it was confidential to the organization.

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Recommendation
o Imprvoe the extra serives on the retail outlet like drinking water, toilet facilities, testing kit, complaint register, cleanliness and maintenance. o Improve the quality of normal and as well as premium fuel also. o Improve the forecourt services viz wind screen cleaning, oil check , water check, coolant check & air check of the retail outlet. o To improve the service of grievance redressal and show the name, phone number of sales officer for easy to customer to fieled of complaint. o To demonstrate the benefit of premium oil on the every retail outlet and need more promotional stratgy for premium fuel. o To improve the service of drive way on the rtail outlet for convience of customer .

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Chapter 5
 www.iocl.com

 www.timesindia.com

 www.google.com/finance?q=BOM:530965

 www.frost.com/prod/servlet/ti-methodology.

 www.sociosite.net/topics/research.php

 www.alacrastore.com/company-snapshot/Indian_Oil_Corporation_Ltd1022404

 http://www.petrotechsociety.org/downloads/Journal_2007.pdf

52

ANNEXURE SECTION A (Normal Quality Fuel Coustomer) Questionaire for normal quality fuel customer Score 1 = Not at all satisfied Score 2 = Nimprovement Score 3 = Reasonably satisfied Score 4 = Satisfied on overall basis Score 5 = Fully satisfied Sr. 1 2 3 4 5 6 7 8 9 10 11 12 13 14 Aspect How satisfied are you with the correctness of quality of fuel? How satisfied are you with the quality of fuel sold by this retail outlet? Hoe satisfied are you with the price being charged for the products and services offered by IOCL retail outlet? How satisfied are you with the promptness with which the services are provided in this retail oulet? How satisfied are you with the courteous behaviour of staff at the outlet? How satisfied are you with the zero reading shown before fuelling? How satisfied are you with the reatil outlet staff managing and directing of vehicles tha come for fuelling? Do you always get bill for the products and services purchased after making the payment? How satisfied are you with the credit card facilites/ swiping machine ? How satisfied are you with the cleanliness and maintenanace of this retail outlet ? How satisfied are you with the availability of testing kits regarding purity ? How satisfied are you with the air filling facility avialable in the IOCL retail outlet ? How satisfied are you with the availability of drinking water facilities ? How satisfied are you with the availability of lubricants in required packs in this retail outlet ? 53 . no .Chapter 6:.

3. 4.15 16 17 18 How satisfied are you with the toilet facilities ? How satisfied are you with the availability of complaint register ? Is the name the sales officer. services and products offered by this retail outlet on overall basis ? 19.Whether you are always asked for premium fuels by the RO staff and also services. No 54 . 5. his phone number and address prominently displayed at the IOCL retail outlet ? How satisfied are you with the facilities.XTRSMILE Sr. Mileage Better pick up Smooth drive Eco friendly Other 5.XTRAPREMIUM 2. smoother drive. 2. Are you satisfied with mileage ? (1) Yes (2) No SECTION B (PREMIUM FUEL CUSTOMER) Premium fuel used (code) 1. more mileage & engine protection using XTRAPREMIUM/XTRAMILE disel with premium fuels ? Would you recommended XTRAPREMIUM/XTRAMILE your friends & family ? How satisfied are you on overall basis with the performance of premium fuels ? rating 4. no. 1. 1 2 3 Aspect Do you get the promised benefits of better pck up. What are the benefits of Branded fuels perceived by you ? your friends & realatives ? 1. Yes 2.

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