MAJOR RESEARCH PROJECT

on
A STUDY ON CUSTOMER PERCEPTION AND
SATISFACTION FOR ENGINE OIL FOR TWO WHEELERS
Submitted to
Devi Ahilya University, Indore
For partial fulfilment of the requirement for the Degree of Master of
Business Administration (Full-Time)
Batch 2021-23

Guided by: Submitted by:

Mr. Sanju Mahawar SHIVAM NAKRA

IBMR, IPS ACADEMY

Rajendra Nagar, A.B. Road, Indore – 452012 (MP)
Page 1 of 53
 PREFACE
The bookish knowledge of any program, which we get from educational
institutions, is not enough to be used in our day-to-day life. The more
practical knowledge we have, the more beneficial it is for our learning.
To make the students aware of the working of the business world
every student of MASTER OF BUSINESS ADMINISTRATION (3rd Sem)
has to undergo a major research project where he/she experiences
many aspects of business under the supervision of Professional
Managers.
I strongly believe that the knowledge gained from this experience
is more than the knowledge gained from the theories in the book.

PLACE: INDORE Student Name

DATE: Shivam Nakra

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 CERTIFICATE

This is to certify that Mr. SHIVAM NAKRA Student of Institute of

Business Management and Research, IPS Academy, Indore of MBA
(Full time) program has prepared Major research Project report on
topic “A STUDY ON CUSTOMER PERCEPTION AND SATISFACTION FOR
ENGINE OIL FOR TWO WHEELERS” under my guidance.

Internal Examiner (Guide) External Examiner

Mr. Sanju Mahawar

Director
IBMR, IPS Academy

Page 3 of 53
 STUDENT DECLARATION

I Shivam Nakra Student of Institute of Business Management

and Research, IPS Academy, Indore of MBA (Full time) program
has prepared Major research Project report on topic “A STUDY
ON CUSTOMER PERCEPTION AND SATISFACTION FOR ENGINE
OIL FOR TWO WHEELERS”.

The Research as per my knowledge is original and genuine and

not published in any research Journal previously.

Name : Shivam Nakra

Class : MBA (3rd Semester)
Session :2021-23

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 ACKNOWLEDGEMENT

I often wondered why the project reports always began with

acknowledgement. Now, when I have undertaken project myself, did I
realize that project report involves not just the researcher but so many
people that help in making the research possible. Therefore, I take
pleasure in beginning the most beautiful part of the report.

I fall short of words to express my gratitude to my guide Mr. Prof Sanju

Mahawar who despite their busy schedule were able to find some time
to guide me through trouble and solve my problems to the best of
abilities. Without their unfailing guidance, encouragement and
patience this project would not have been possible. It has been a
learning experience under him/her.

I am thankful to my faculty guide Prof. Mr Sanju Mahawar who gave me

detailed instructions during my MRP.

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 INTRODUCTION
A customer is an individual or business that purchases
another company's goods or services. Customers are
important because they drive revenues; without them,
businesses cannot continue to exist.
A customer is an individual or business that purchases
another company's goods or services. Customers are
important because they drive revenues; without them,
businesses cannot continue to exist. All businesses
compete with other companies to attract customers, either
by aggressively advertising their products, by lowering
prices to expand their customer bases, or by developing
unique products and experiences that customers love.
Think Apple, Tesla, Google, or TikTok.
KEY TAKEAWAYS
• Customers are the individuals and businesses that
purchase goods and services from another business.
• To understand how to better meet the needs of its
customers, some businesses closely monitor their
customer relationships to identify ways to improve
service and products.
• The way businesses treat their customers can give
them a competitive edge.
• Although consumers can be customers, consumers
are defined as those who consume or use market
goods and services.
Page 6 of 53
• Motor oil, engine oil, or engine lubricant as any of your
substances comprising he oil enhanced with various
additives, particularly antisear additive in addition to
detergents dispersants and for multi-grade oily vicinity
indicates improver Motor oil is used for lubrication of
internal combustion engines. The main function of motor oil
is to reduce friction and wear on moving parts and to clean
the engine from sludge (one of the functions of dispersants)
and varnish (detergents). It also neutralizes acids that
originate from fuel and from oxidation of the lubricant
(detergents), improves sealing of piston rings, and cools the
engine by carrying heat away from moving parts

• In addition to the aforementioned basic constituents, almost

all lubricating oils contain corrosion and oxidation
inhibitors. Motor oil may be composed of only a lubricant
base stock in the case of non-detergent oil, or a lubricant
base stock plus additives to improve the oil's detergency,
extreme pressure performance, and ability to inhibit
corrosion of engine parts.

• Motor oils today are blended using base oils composed of

petroleum-based hydrocarbons, Poly alpha olefins (PAO) or
their midtures in various proportions. Sometimes with up to
20% by weight of esters for better dissolution of additives
On September 6,1866 American John Ellis founded the
Continuous Oil Refining.
Page 7 of 53
• Company while studying the possible healing powers of
crude oil. Dr. Ellis was disappointed to find no real
medicinal value, but was intrigued by its potential
lubricating properties. He eventually abandoned the medical
practice to devote his time to the development of an all-
petroleum, high viscosity lubricant for steam engines then
using inefficient combinations of petroleum and animal and
vegetable fats. He made his breakthrough when he
developed an oil that worked effectively in high
temperatures. This meant no more gummed valves, corroded
cylinders or leaking seals.

• Motor oil is a lubricant used in internal combustion engines,

which power cars. motorcycles, lawnmowers, engine-
generators and many other machines. In engines, there are
parts which move against each other, and the friction Wastes
otherwise useful power by converting the kinetic energy to
heat. It also wears away these parts, which could lead to
lower efficiency and degradation of the engine This
increases fuel consumption and decreases power output and
can lead to engine failure

• Lubricating oil creates a separating film between surfaces of

adjacent moving parti to minimize direct contact between
them, decreasing heat pinned by friction and reducing wear,
thus protecting the engine. In use, motor oil transfers heal
through conduction as it flows through the engine (3) In an
engine with a recirculating oil pump. this heat is transferred
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 by means of airflow over the exterior surface of the foil
pan), airflow through an oil cooler and through oil gases
evacuated by the Positive Crankcase Ventilation (PCV)
system. While modern recirculating pumps are typically
provided in passenger cars and other engines similar or
larger in size. total loss oiling is a design option that remains
popular in small and miniature engines.

• In petrol (gasoline) engines, the top piston ring can expose

the motor oil to temperatures of 160 °C (320 °F). In diesel
engines, the top ring can expose the oil to temperatures over
315 °C (600 F). Motor oils with higher viscosity indices thin
less at these higher temperatures.

• Coating metal parts with oil also keeps them from being
exposed to oxygen. inhibiting oxidation at elevated
operating temperatures preventing rust or corrosion
Corrosion inhibitors may also be added to the motor oil.
Many motor oils also have detergents and dispersants added
to help keep the engine clean and minimize oil sludge build-
up. The oil is able to trap soot from combustion in itself,
rather than leaving it deposited on the internal surfaces. It is
a combination of this and some singeing that turns used oil
black after some running:

• Rubbing of metal engine parts inevitably produces some

microscopic metallic particles from the wearing of the
surfaces. Such particles could circulate in the oil and grind
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 against moving parts, causing wear. Because particles
accumulate in the oil, it is typically circulated through an oil
filter to remove harmful particles. An oil pump, a vane or
gear pump powered by the engine, pumps the oil throughout
the engine, including the oil filter. Oil filters can be a full
flow or by pass type.

• In the crankcase of a vehicle mine, motor oil lubricates

rotating or sliding surfaces between the crankshaft journal
bearings (main bearings and big-end bearing and ross
connecting the pistons to the crankshaft. The oil collects in
an oil pan, or sump, at the bottom of the crankcase. In some
small engines such an lawn mower engines dippers on the
bottoms of connecting rods dip into the oil at the bottom and
splash i around the crankcase as needed to lubricate parts
inside. In modern vehicle engines. the oil pump takes oil
from the oil pan and sends it through the oil filter into oil
galleries, from which the oil lubricates the main bearings
holding the crankshall up at the main journals and camshaft
bearings operating the valves. In typical modern vehicles, oil
pressure-fed from the oil traditionally to the main bearings
enters holes in the main journals of the crankshaft.

• From these holes in the main journals, the oil moves through
passageways inside the crankshaft to exit holes in the rod
journals to lubricate the rod bearings and connecting rods.
Some simpler designs relied on these rapidly moving parts to
Page 10 of 53
 splash and lubricate the contacting surfaces between the
piston rings and interior surfaces of the cylinders. However,
in modem designs, there are also passageways through the
rods which carry oil from the rod bearings to the rod-piston
connections and lubricate the contacting surfaces between
the piston rings and interior surfaces of the cylinders. This
oil film also serves as a seal between the piston rings and
cylinder walls to separate the combustion chamber in the
cylinder head from the crankcase. The oil then drips back
down into the oil pan.

• Motor oil may also serve as a cooling agent. In some

constructions, oil is sprayed through a nozzle inside the
crankcase onto the piston to provide cooling of specific parts
that undergo high-temperature strain. On the other hand, the
thermal capacity of the oil pool has to be filled. i.e. the oil
has to reach its designed temperature range before it can
protect the engine under high load. This typically takes
longer than heating the main cooling agent-water or
mixtures thereof- up to its operating temperature. In order to
inform the driver about the oil a given application. But the
cold-cranking simulator (CCS, see ASTM D5293 08) and
mini-rotary viscometer (MRV, see ASTM D3829-0212007),
ASTM D4684 08) are today the properties required in motor
oil specs and define the SAR classifications.

• Oil is largely composed of hydrocarbons which can burn if

ignited. Still another important property of motor oil is its
Page 11 of 53
 flash point, the lowest temperature at which the oil gives off
vapors which can ignite. It is dangerous for the oil in a motor
to ignite and burn, so a high flash point is desirable. At a
petroleum refinery, fractional distillation separates a motor
oil fraction from other crude oil fractions, removing the
more volatile components, and therefore increasing the oil's
flash point (reducing its tendency to burn).

• Another manipulated property of motor oil is its total base

number (TBN), which is a measurement of the reserve
alkalinity of an oil, meaning its ability to neutralize acids.
The resulting quantity is determined as mg KOH igram of
lubricant), Analogously, total acid number (1AN) is the
measure of u lubricant's acidity. Other tests include zine,
phosphorus, or sulfist content, and testing for excessive
foaming, The Noack volatility test (ASTM D-5800)
determines the physical evaporation loss of lubricants in
high temperature service. A maximum of 14% evaporation
loss is allowable to meet API SL and ILSAC GF-3
specifications. Some automotive OEM oil specifications
require lower than 10%temperature, some older and most
high-performance or racing engines feature an oil
thermometer. An example is lubricating oil for four-stroke or
four-cycle internal combustion engines such as those used in
portable electricity generators and "walk behind".

Page 12 of 53
Perception of customer
Customer perception refers to how a customer feels
about a company. This includes their thoughts,
emotions and opinions related to a brand and its
products or services. Customer perception can be
positive or negative.

What is customer perception and examples?

This is called customer perception. When a

customer sees advertisements, promotions,
customer reviews, social media feedback,
etc. relating to a product, they develop an
impression about the product. The entire process
of customer perception starts when a consumer sees
or gets information about a particular product.

Customer perception is also important to determine

the kind of image a brand wants to build. For
example, when a retail clothing store has
displayed clothes on crowded racks using low-
quality plastic hangers, customers get a
perception that it is a low-quality brand.

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ABOUT CUSTOMER SATISFACTION
Customer satisfaction is defined as a measurement
that determines how happy customers are with a
company’s products, services, and capabilities.
Customer satisfaction information, including surveys
and ratings, can help a company determine how to
best improve or changes its products and services.
An organization’s main focus must be to satisfy its
customers. This applies to industrial firms, retail and
wholesale businesses, government bodies, service
companies, nonprofit organizations, and every
subgroup within an organization.

Page 14 of 53
History of Engine Oil
On 6 September 1866, American John Ellis founded
the Continuous Oil Refining Company. While studying the
possible healing powers of crude oil, Dr. Ellis was
disappointed to find no real medicinal value, but was
intrigued by its potential lubricating properties. He
eventually abandoned the medical practice to devote his
time to the development of an all-petroleum, high-
viscosity lubricant for steam engines – which at the time
were using inefficient combinations of petroleum and
animal and vegetable fats. He made his breakthrough
when he developed an oil that worked effectively at high
temperatures. This meant fewer gummed up valves and
corroded cylinders.
Dr. Ellis is credited as being
the first person to devise a way to
keep friction at bay in large steam
engines, settling on petroleum
lubricant for the task. All motor oil
today solves the same problems it
did back in 1866, albeit to a far
better standard. Dr. John Ellis, the
inventor of a petroleum lubricant
for steam engines, founded Valvoline on September 6,
1866, in Binghamton, New York, as the "Continuous Oil
Refining Company".

Page 15 of 53
Dr. Ellis is credited as being the first person to devise a
way to keep friction at bay in large steam engines,
settling on petroleum lubricant for the task. All motor oil
today solves the same problems it did back in 1866,
albeit to a far better standard.
And with the internal combustion engines set to
revolutionize the world, the first lubricants were pitched
by Dr. Ellis’ nascent company, Valvoline.
Henry Ford himself set a land speed record in 1904,
behind the wheel of a monstrous and primitive machine
called the “999”. His up-to-100 horsepower engine gave
the bodywork-less 999 a top speed of 91.37 mph. As
early inventors also often showed, Ford was not short on
bravery: the speed was hit on a frozen lake in Michigan.
A few years after his speed record helped attract press
and investors for his new automotive venture, Henry
Ford’s Model T arrived on the scene with a curiously
specific warning on its dashboard: “This car is filled with
Valvoline light motor oil. We recommend its use. No other
oil should be used in this car.”
Being an ever-evolving lubricant for ever-changing
applications, the history of a consumable liquid like oil
isn’t easy to piece together. But one of the first big
developments was to create a near-universal motor oil
that could be used in any engine.

Page 16 of 53
Functions of Engine Oil

There are some main functions of Engine Oil

1. The primary feature of the engine oil is to
lubricate all the body parts of the engine. The
lubrication method gives a constant flow of oil to
maintain every part.
2. The oil also helps to cool your motor from the
greased up parts. After you switch off the
motorbike, it returns to the oil pan keeping the
engine oil cool in the pan.
3. The motorbike oil helps cleaning all the
components that come in contact with the
engine. The additives present in the engine oil,
clean carbon formation on its body parts.
4. The motor oil helps to balance all the parts of
the bike, changing the fuel to a motion force. It
keeps your motorbike running smoothly and
expands its performance.

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ADVANTAGES OF ENGINE OIL

• A better motor oil gives perfect lubrication and makes

the motor parts work more proficiently. Hence, a good
synthetic oil will keep the motorbike slicker from inside.

• When a two-wheeler runs efficiently, it improves its fuel

efficiency. The slicker working of the engine segments
implies that lesser fuel gets squandered, producing
more force. In this way, your two-wheeler can achieve a
better fuel efficiency figure even after constant use.

• The engine oil frames a smooth film on the engine

parts of the cruiser, sparing it from scratching and
rubbing against one another. In short, if you love your
riding companion, then fill it with good engine oil at
regular intervals.

• The better the motor oil, the more pleasant the

performance of the motorbike; therefore, it is essential
to go for a better, highly-rated company motor oil. The
oil diminishes friction level; thus, it prepares the engine
ready to run easily and rapidly.

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• Better Lubrication. Engines are exposed to different
temperatures that result in gradual wear and tear.

• Cleaner Engine. Cleaning is an important role that an

engine oil plays for your engine.

• Effective Cooling.

• Protects it from Corrosion.

• Act as a Seal

• Besides giving effectiveness to your bike, the motor oil

keeps it in perfect and neat condition. It means, it
removes every single contamination through the
normal working of the motorcycle; consequently,
sparing a significant hole in your pocket.

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Feature of Engine Oil
It keeps your motorbike running smoothly and expands its
performance. The primary feature of the engine oil is
to lubricate all the body parts of the engine. The
lubrication method gives a constant flow of oil to maintain
every part. The oil also helps to cool your motor from the
greased up parts.

I. It keeps your motorbike running smoothly and expands

its performance.
II. The primary feature of the engine oil is to lubricate all
the body parts of the engine.
III. The lubrication method gives a constant flow of oil to
maintain every part.
IV. The oil also helps to cool your motor from the greased
up parts

The main characteristics that should be present in the best

engine oil of the world are high viscosity index, thermal
stability and oxidation stability. viscosity e is basically
the Fluids resistance to flow.

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Drawbacks of Engine Oil
There are some disadvantages or drawbacks related with
Engine Oil :-
• Oil Energy Produces Toxic Gases. The use of oil in energy
production results in the release of various gases. ...

• Oil Leaks Are Possible. ...

• Drilling For Oil Is Dangerous. ...

• Oil Is Nonrenewable. ...

• It Can Cause Conflict. ...

• Oil Exploration Takes Time

• Combustion contributes dangerous gasses to the

environment.

• Petroleum is a finite resource. ...

• The refinement process of petroleum can be toxic. ...

• Petroleum can be a trigger for acid rain. ...

Page 21 of 53
TYPES OF ENGINE OIL THAT ARE TOP GAIN
RATING IN INDIA

Valvoline
Valvoline 4T Motorcycle oil
Castrol
Castrol POWER1 Cruise 4T Synthetic
Engine Oil.
Servo
Servo 4T SAE 4 Stroke Engine Oil
Motul
Motul 3000 4T Plus 10W30 Engine Oil for
Bikes
GS Caltex
Gs Caltex Kixx Ultra 4t Gold

Page 22 of 53
VALVOLINE ENGINE OIL

Valvoline Inc. (NYSE: VVV) is a leading provider of

automotive services and marketer and supplier of
premium branded lubricants worldwide, with sales in
more than 140 countries.

Valvoline Inc. (NYSE: VVV) is a leading worldwide

marketer and supplier of premium branded lubricants and
automotive services, with sales in more than 140 countries.
Established in 1866, the company’s heritage spans more
than 150 years, during which time it has developed
powerful brand recognition across multiple product and
service channels
It also markets Valvoline lubricants and automotive
chemicals, including the Valvoline High Mileage with
MaxLife technology motor oil for engines over 75,000
miles; Valvoline Advanced Full Synthetic motor oil;
Valvoline Premium Blue™ heavy-duty motor oil; Valvoline
Multi-Vehicle Automatic Transmission Fluid; and Zerex™
antifreeze.
Trademark, Valvoline or its subsidiaries, registered in
various countries
Page 23 of 53
Service mark, Valvoline or its subsidiaries, registered in
various countries.
CASTROL ENGINE OIL

Castrol oil: Castrol was founded by Charles “Cheers”

Wakefield under the name of 'CC Wakefield &
Company'. In 1899 Charles left a job at Vacuum Oil to
start a new business selling lubricants for trains and heavy
machinery .

Castrol is here to serve every driver, every motorcyclist and

every industry on earth. We do this through Liquid
Engineering. That means creating high performance oils,
lubricants, fluids and greases for every application you can
imagine.

We also know that you need every part of your world to run
smoothly, so we lubricate every part of the car or motorcycle
you own, the escalators at your local mall, the elevator at
your office, and even the production line that made your
refrigerator.

Page 24 of 53
We are here for you in the world's mines and quarries, its
cruise ships and airliners, its wind farms and wheat fields.
Whatever you need, we help make it happen.

Page 25 of 53
SERVO ENGINE OIL

SERVO was launched by IndianOil, India’s flagship

petroleum refining and marketing company, in 1972. In the
same year IndianOil set up its own R&D at Faridabad and
this marked the birth of SERVO, a genuinely Indian brand of
lubricant, with a formulation crafted to IndianOil’s own
specifications.

In the field of industrial lubricants too, SERVO is the

undisputed leader. It offers a wide range of lubricants for use
in all core industries such as the Railways, Defense
Services, state transport undertakings, power, coal and
mining, automobile, steel and cement amongst others. With
recommendations from leading companies such as Flender,
Elecon, Hansen, Danieli, MHPS, BHEL, Buchard Clark
(UEC Lab), SERVO has a very strong presence in Indian
Lube market.

SERVO has also made inroads into the highly competitive

global markets. Today, it has established its footprint in more
than 30 global destinations. It has successfully captured
significant market shares in Bangladesh and Nepal and with
IndianOil’s fully owned subsidiaries in Sri Lanka, Mauritius
and the Middle East, is seen as a growing brand in the UAE,
Oman, Qatar and Bahrain, Indonesia, Thailand, Vietnam
and African countries.
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MOTUL ENGINE OIL

After the success of the very first semi-synthetic lubricant

for cars, Motul Century 2100 in 1966, Motul staked a claim
on its passion for invention five years later with the original
100% synthetic lubricant made from esters of vegetal origin
and drawing on aviation technologies. 300V becomes a
legend, just like the 300 racing victories of the time
symbolized by the product name.

MotulTech brings performance improvements to industry

by applying its extensive knowledge, by anticipating every
arduous operation. Apprehending every form of exertion,
MotulTech experts develop products that balance the quest
for performance and productivity with respect for users and
the environment. It is both an art and science by which
these experts proceed, step by step, inch by inch.
Years of burnt and blasted iron helped Motul to understand
the subtle art of lubrication. As real artists, Motul
understands that the unavoidable keys for creation are
well-maintained tools, machines and engineering.
MotulTech responds to these needs.

Page 27 of 53
GS CALTEX ENGINE OIL

GS Caltex, South Korea, founded in 1967, is a 50-50 joint

venture of GS Energy, South Korea and Chevron
Corporation, USA. GS Caltex, headquartered in Seoul,
South Korea, is a leader in the petroleum, lubricant and
petrochemical businesses. The Company is a major
exporter of petroleum products including lubricants.
Through continuous R&D and investments, GS Caltex
strives to become a leading global energy company.

GS Caltex India is a 100% owned subsidiary of GS Caltex

Corporation, South Korea. It was incorporated on 2nd
February 2010 in India and has its registered office in
Mumbai. The company is currently doing business in high-
quality premium lubricants manufactured from its own
group II plus base oils imported from their Yeosu Refinery,
South Korea. GS Caltex India has a very impressive range
of high quality finished lubricants and supplies to large
businesses including major OEMs viz. Kia Motors, Volvo
Construction, Hyundai Motors, Hyundai Construction,
Kohler, Ajax, Doosan, Indus Towers, Putzmeister,
Puzzolana etc.

Page 28 of 53
Market Overview of Engine Oil
The engine oil market was valued at around 21,000 million
liters in 2021, and the market is projected to register a CAGR
of greater than 2% during the forecast period (2022-2027).
The market witnessed positive growth in 2021. Engine oils
are mainly used for lubrication against wear and tear in
engines that are exposed to different temperatures and
pressures. Engine oils are used in various industries such
as automotive, industrial usage, and heavy-duty equipment.
According to the OICA, the total automotive production
across the globe increased by 9% in the first nine months of
2021 compared to 2020.

• Over the medium term, the market has been driven by

rising global usage of high-performance lubricants in
recent years, and this trend is likely to continue
throughout the study period.
• On the other hand, factors limiting the growth of the
engine oil market include prolonged engine oil drain
intervals and the potential effect of electric vehicles
(EVs), which will have a negative influence on demand
for engine oil.
• The Asia-Pacific region led the market, followed by
North America and Europe, with China, India, the
United States, and Russia, among others, consuming
the most.

Page 29 of 53
Key Point Related to Engine oil Marketing
The Automotive and Other Transportation Segment
Dominated the Market
• Engine oils are widely used to lubricate internal
combustion engines and are composed of 75-90%
base oils, and 10-25% additives are mostly used in
automotive and other transport segments across the
world.
• The major advantages of using engine oil are wear
and tear reduction, corrosion protection, and engine’s
smooth operation. They function by creating a thin film
between the moving parts for enhancing heat transfer
and reducing tension during the contact of parts.
• According to the OICA data, the global production of
automotive vehicles in the first nine months of 2021
has recorded 57,262,777 units compared to
52,146,292 units in the first nine months of 2020.
• Global automobile sales were somewhat higher in
most major regions of the world in the full year of 2021.
With sales increased 6.6% to more than 21 million
cars, China remained the world's largest and best-
performing major single-country auto market.
• Car sales in India expanded at a quicker rate of 27%,
although the entire vehicle market remained tiny. In
2021, new passenger car registrations in Japan and
Europe were lower, while the market for light vehicles
in Russia, the United States, and Brazil grew
marginally.
Page 30 of 53
 • As a result, the aforementioned factors are anticipated
to have a substantial beneficial influence on the
engine oil market in the future years.

The Asia-Pacific Region to Dominate the Market

The Asia-Pacific region controlled the majority of the
worldwide market share. For instance, MG, a British brand
owned by China's SAIC Motors and created in partnership
with Thailand's Charoen Pokphand Group, is targeting
Thailand with its first-ever pickup truck, the "Extender,"
which is expected to boost engine oil consumption in the
area over the projection period.

• China's annual automobile sales reached 21,090,200

units in 2021, according to the German Association of
Page 31 of 53
 the Automotive Industry, making it the world's largest
market.
• In 2021, India's new automobile sales grew by 26.7%
to 3,082,400 vehicles, up from 2,435,100 in 2020,
making it one of the large worldwide markets that grew
at a faster rate. Even though automobile sales in India
increased in 2019, the market was still roughly 10%
lower than in 2018 and 2017.
• In 2021, new automobile sales in Indonesia, Thailand,
Malaysia, Vietnam, the Philippines, and Singapore
reached 2.79 million cars, up 14% from 2020, with
Indonesia leading the way with a 67 % increase.
• As a result, the aforementioned factors are projected
to have a substantial influence on the engine oil
market in the approaching years in the region.

Page 32 of 53
Review of Literature

1. Thor J Hemko Petroleum History Institute. 2012

At the very first official auto race in the United States, in

1895, Valvolior motor oil was lubricating the engine of the
winting car. Today, it is a brand with significan name
recognition among thousands of ardent NASCAR fans and
one that provides its owner, Ashland, Inc., with annual
safes of as much as $1.5 billion. Unlike the Rockefeller oil
empire, whose Standard Oil brand name vanished in
antitrust proceedings and marketing schemes but whose
owner lell his name on numerus landmarks and
enterprises, the Valvoline name has survived intact since
being trademarked in the 1860s. The man who developed
and trademarked Valvoline was Dr. John Ellis (1815-1896).
As a historical figure, he has, until now. remained in the
shadows despite his famous brand name's considerable
renown

2. John Ellis Boericke & Tafel, 1870

For many years, while engaged in the practice of medicine,

the author of this volume has been more and more
impressed with the idea that the causes of the suffering
Page 33 of 53
diseases, and premature deaths, which we witness around
us on every hand, lie nearer our own doors than the
transgression of the fair mother of our race: and that the
men and women of to-day are, at least, equally as
reprehensible for existing suffering, as those who have
gone before them, and often much more so. In fact, he
feels satisfied that by far the greatest portion of all the
suffering disease. deformity, and premature deaths which
occur, are the direct result of either the violation of, or the
want of compliance with the laws of our being: calamities.
which, were the requisite knowledge possessed by the
community, can and should be avoided. The physician,
while he confines himself to the treatment and cure of
diseases and deformity, does nothing but plaster over the
evils of humanity. He is at best but a simple scavenger
useful, it is granted, in a low degree-so long as he confines
himself entirely to the removal of the effects, or symptoms
and diseases. which are the result of causes still operative.

3. Erastus Ranney Ellis W. Graham, 1888

There is a saying that the first shall be last, and the last
first. If this saying has way relation to the making of books
it means that the first few pages of a book are often the last
to be written and printed, so with these two pages, which
enables the writer. in concluding his work, to make a few
remarks thereon. Some four years ago, for reasons which
Page 34 of 53
are stated on page 115, he began tracing out the
descendants of Richard Ellis, of Ashfield, Massachusetts,
his first ancestor in this country. It supposed, at that time,
that this work could be accomplished few months, and the
printing of the same, which would probably be limited to a
hundred pledges, of thereabouts, be completed in a year at
most. The unexpected-delay has arisen from the tardiness
of many in responding to inquiries, the greatly extended
nature of the work over what was expected at the outset,
and the necessary occupation of the writer in his daily
pursuit.

As but five hundred copies of the book are printed, and as

these are expected to go only to relatives and those who
may have a personal interest therein, the writer will not make
any extended apology for inflicting upon mankind another
book of which they are now greatly overrun. It is proper in
this connection to mention a few of those to whom the reader
and writer are under special obligations for information
furnished, and without which the work would have been far
more imperfect than it now is. Of these Rev. Wm. L 4.
William H Harbaugh

Encyclopedia of American Recessions and Depressions (2

volumes), 374, 2014 During its corporate existence (1870-
1911) the Standard Oil Company was one of the first
multinational corporations in American history, as well as
Page 35 of 53
one of the largest. At its height. its operations accounted for
over 90 percent of all the oil produced and refined in the
United States. Under the control of its principal shareholder.

4. John D. Rockefeller (1839-1937)

The company was one of the first and most powerful "trand
s" in American history, drawing the ire and criticism of
Progressive Era reformers who claimed that it was an illegal
monopoly. In 1911 the US Supreme Court agreed and
ordered that Standard Oil be broken up into 34 subsidiary
companies, many of which still exist today. While the
creation and operation of the various Our companies and its
over the years made Rockefeller the richest man in the
world, it also made him and Santa Cl the primary targets of
the American announced movement Standard Oil
introduced and represented a new era in American.

5. Mr Guy Verhofstadt, (2003)

Before the arrival of petroleum there were a number of

different hals that could he used for light and power. Coal
became an important fuel in industry for stan engines, but
houses still cooked with wood and fit their houses with
candles whale oil. A large whaling industry existed in many
parts of the world primarily to secure oil for lighting
(Creighton 1995). However whale oil was expensive and
only affordable by the well to do of society, particularly in
Page 36 of 53
1850 where stocks dwindled due to being hunted almost to
the point of extinction, the price went up dramatically
(Chernow 1998) a hint and forerunner into the future
petroleum oil scenario. This created an impetus to find
another source of fuel for lighting. In the late 1840s and early
1850s there were a number of people working on extracting
oils from naturally occurring hit luminous tats, coal, oil shale,
and crude oil. In 1846 a Canadian geologist Abraham
Gesner announced and demonstrated that he could distill a
clear thin fluid from coal which made an excellent lamp oil
he called kerosene. As the cost of dry distillation proved too
high, Gesner looked at extracting kerosene from albertite
that occurs in natural bituminous tar. After some difficulties
in finding a place to mine the material due to coal mining
companies having the mining rights, Gesner moved to Long
Island in 1854 With the backing of a group of businessmen
they formed the North American Gas Light Company.
Gesner later commenced distilling kerosene from
bituminous coal and oil shale around the Boston area (Loris
2003).

6. Arcadia Publishing, (2006)

John D. Rockefeller's Cleveland roots stretched across the

oil-drenched banks and murky flats of Kingsbury Run in
Cleveland and ended in the wooded sanctuary at Forest Hill.
Six miles east of Public Square, Forest Hill was the
Rockefeller family's country estate and summer home for
Page 37 of 53
four decades. It had formal gardens, greenhouses, a lake
and lily pond. a golf course, a horse track, and acres of
farmland. In the early 1900s, tourists and local residents
rode the streetcar out Millionaires Row to East Cleveland,
where they peered through the imposing snow gates
scrolled with an R to peek at the gatekeeper's lodge, the
manicured laws, and the road that led to the mansion atop
the hill. Unfortunately, in 1917. Forest Hill burned to the
ground. Because so many records, mementos, and
photographs, perished, the estate remains as shrouded in
secrecy today as it did during its lifetime. Forest Hill: The
Rockefeller Estate unveils the story of the estate, how it
evolved and changed over the years, and how its legacy
continues.

Page 38 of 53
 RATIONALE OF STUDY
STATEMENT OF PROBLEM:
Bioxol lubricants had started their journey at May of 2018. They
are able to build up their great relationship with customers.
Preference & needs of buyers are going to be change from time
to time. The company will find it difficult to make these strategies
to excel in business.
NEED FOR THE STUDY:
➢ To know the customers preference on the Engine oil Lubricant
Products.
➢ To know the current market scenario of Engine oil Lubricants.
➢ To measuring the monthly selling satisfaction of distributors.
➢ To measuring the customers satisfaction level.
OBJECTIVES OF RESEARCH
➢ To know about Customer Preference on lubricants products in
lubricants markets.
➢ To know about Customer Satisfaction towards Engine oil
lubricants products.
➢ To know about Consumer Response in the lubricants market.
➢ To know about Service Quality towards Engine oil lubricants.

Page 39 of 53
OBJECTIVES OF THE STUDY
PRIMARY OBJECTIVE:
➢ To identify the problem of Engine oil services.
➢ To know the perception and satisfaction of customer about
Engine oil services.
➢ What type of oil to be preferred for customer priority.

SECONDARY OBJECTIVES:
➢ To know about various services of Engine oil.
➢ To understand various problems faced by consumers while
using Engine oil.
➢ To obtain suggestions from customer for the improvement of
Engine oil services.

SCOPE OF STUDY:
➢ To analysing level of customer satisfaction on Engine oil
Lubricants.
➢ To build the various types of ideas to development of biasness.
➢ To developing the business in rural markets.
➢ To analysing the customer expectations.
Page 40 of 53
HYPOTHESIS OF THE STUDY

• There is no significant relationship between monthly income

and frequency of online purchase.
• There is no significant relationship between educational
qualification and frequency of online purchase.
• There is no significant relationship between gender and
frequency of online purchase.
• There is no significant relationship between residential area
and frequency of online purchase.
• There is no significant relationship between residential area
and frequency of online purchase.

Page 41 of 53
RESEARCH METHODOLOGY
Primary Data: Primary data collected from the respondents.
Questionnaire prepared by
keeping in view of the objective.
Secondary data: Secondary data have been collected from
Standard Textbooks, Magazines,
Journal and Internet.
Sampling Design: The scope of the study only extends to the
Sivakasi. The numbers of respondents are high, so the
researcher had adopted convenient sampling technique, 80
customers are taken for this study.
Tools and Techniques: Following tools and techniques are to
be used for analyzing the
data:

Per cent Analysis

Garret Ranking Method
Chi-square Test
Factor analysis

Page 42 of 53
 ANALYSIS & INTERPRETATION OF DATA – COLLECTED WITH
RELEVANT TABLES AND GRAPS:
THE TABLE IS SHOWING HOW MANY RESPONDENTS ARE
PURCHASING THE ENGINE OIL PRODUCTS:

Analysis: Above table, depicts those 78% (i.e.,39) respondents

responded “Yes” & remaining 22% (i.e.,11) respondents
responded “No” as the answers.
Purchasing of Engine Oil

Interpretation: Among 50 no. of respondents 39 said “Yes” so,

most of the people are started liking the Engine oil Products.

Page 43 of 53
THE TABLE IS SHOWING HOW MANY RESPONDENTS ARE
PURCHASING OTHER WHICH COMPANY PRODUCTS:

Previous chart, depicts those who said “No”11 respondents

from previous questioner among them 100%
Analysis: Above chart, depicts those who said “No” (11) in
previous questioner among them 54.54% ( i.e., 6) are selling
“Servo” company products, 27.27% (i.e., 3) are selling “Gulf”
company products and 18.18% (i.e., 2) had selling “Castrol”
company products.
Other Engine Oil Lubricant's products

Page 44 of 53
Interpretation: Those who are said “No” in pervious question
among them mostly people are linking Servo more than Gulf
and Castrol.
THE TABLE IS SHOWING THAT STAFFS ARE HOW MUCH
SATISFIED ON MONTHLY SELLING OF ENGINE I PRODUCTS:

Page 45 of 53
THE TABLE IS SHOWING THAT WHAT KIND OF FEEDBACKS ARE
GETTING FROM CUSTOMERS ABOUT ENGINE OIL PRODUCTS:

Analysis: From 50 total number of sampling 4% (i.e.2) are

“Extremely Negative”, 14% (i.e. 7) are “Somewhat Negative”,
28% (i.e. 14) are “Neither Positive nor Negative”, 44% (i.e. 22)
are “Somewhat Positive” and 10% (i.e. 5) are “Extremely
Positive”.
Positive to Negative Feedback of Customers for Engine oil
Products

Positive to Negative Feedback of

Customers for Engine oil Products

Interpretation: Mostly Customers are given Somewhat Positive

feedback on Engine oil products.
Page 46 of 53
THE TABLE IS SHOWING THAT WHETHER THE BIOXOL PRODUCTS
WILL ABLE TO COMPETE OTHER LUBRICANTS COMPANIES IN
FUTURE OR NOT:

Analysis: From 50 total number of sampling 26% (i.e.13) are saying

“No”, 14% (i.e. 7) are “May be No”, 36% (i.e.18) are saying “Yes”, 14%
(i.e. 7) are saying “May be Yes” and 10% (i.e. 5) are saying “Don’t
Know”.
As per the current Business scenario Engine oil Luricants will be future
competitor in Large market

As per the current Business scenario Engine

oil Luricants will be future competitor in
Large market

Interpretation: As per the current Business scenario Bioxol

Lubricants will be able to compete their competitors in future.

Page 47 of 53
THE TABLE IS SHOWING HOW MUCH CUSTOMERS ARE
SATISFIED ON SERVICE DELIVERY:

Analysis: From 50 total number of sampling 22% (i.e.11) are “Extremely

dissatisfied”, 6% (i.e. 3) are “Somewhat dissatisfied”, 12% (i.e. 6) are
“Neither satisfied nor dissatisfied”, 42% (i.e. 21) are “Somewhat
satisfied” and 18% (i.e. 9) are “Extremely satisfied”. *This data mainly
collected from “Customer Feedback Register” of every outlets of
Company.

Interpretation: Customers are somewhat satisfied with the

service delivery.
Page 48 of 53
THE TABLE IS SHOWING THAT THE LEVEL OF ENGINE OIL BRAND
AWARENESS TOWARDS THE CUSTOMERS:

Analysis: From 50 total number of sampling 4% (i.e.2) are saying “No”,

10% (i.e. 5) are “May be No”, 44% (i.e.22) are saying “Yes”, 24% (i.e. 12)
are saying “May be Yes” and 18% (i.e. 9) are saying “Don’t Know”.
Brand Awareness towards Customers

Brand Awareness towards

Customers

Interpretation: As per the analysis the brand awareness of

Engine oil lubricants towards their customers is high.

Page 49 of 53
 SUMMARY OF FINDINGS

➢ The overall study is able to find out that the company

products are really attracting the customers.
➢ This study is able to measure the current ability of the
company for taking entry in large market in future.
➢ This study is able to find out the relationships between
service person and customers.
➢ This study is able to find out the future investors availability
of the company.
➢ This study is able to find out that how much company thinks
about their customers.
➢ This study is able to find out the negative feedback
availability & and the percentage of negative feedback about
the products from the customers.
➢ The study is also finding out the customer perception about
the company product in current business situation.
➢ This study is able to find out the total market control system
of company.

Page 50 of 53
 SUGGESTIONS

➢ The relationship between Service staff and Customers should

be improved.
➢ The business communication with the all distributors should
be developed.
➢ The company should open a Complain desk for the
customers.
➢ Product promotional activities should be increase to
attracting more customers.
➢ The company should taking entry in a large market, slowly.
➢ The company should target the local Motor-garage to
sampling the products.
➢ The company should allow all distributors, if they want to
invest their profits for development the business

Page 51 of 53
CONCLUSION
From this research it is analyzed that primary needs of a
consumer is quality & quantity. Today most of the people
uses vehicle (two wheelers and four wheelers) to transport
from one place to another. Even though there are many
players in this industry Engine Oil has a huge difference from
others as we see from the survey.
The main reason for this is the brand image and consumer
satisfaction towards service quality of Engine Oil. The
upcoming years are the peak years for this industry as the
population grows as well as the usage of own vehicles.
It is analyzed that most of the respondents were youngsters
who prefers fueling at a selected fuel station. It shows the
clarity of thought of youngsters who gives more preference
to quality and quantity. This could be a game changer,
because the one who has good infrastructure gains more
customer than others. Everything has to evolve according to
the needs in order to survive and sustain.

Page 52 of 53
BIBLIOGRAPHY

Websites:
➢ www.google.com
➢ https://www.scribd.com
➢ https://www.wikipedia.com
➢ https://www.researchgate.net
➢ https://www.academia.edu
➢ https://www.acssonaicollege.com

JOURNALS
➢ International journal of innovative research and
development.
➢ International journal of management research.

Page 53 of 53