Petromin MBA Final Report 2023 Full

MBA RESEARCH PROJECT
MBA Research Project Fall 2022-2023
Submitted By:
1. Khaliqa Ashfaq (F2021273001)

2. Saad Shahzad (F2021273007)
Supervisor: Miss Aysha Qayyum

External Supervisor: Dr. Ramla Sadiq
Submission Date: 20-03-2023
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Table of Contents
Abstract.................................................................................................................................................3
Introduction...........................................................................................................................................3
Scope of study:......................................................................................................................................4
Objectives:.............................................................................................................................................4
Problem Statement:..............................................................................................................................4
Purpose of study:...................................................................................................................................5
Research Limitations:............................................................................................................................5
Research Methodology..........................................................................................................................5
Challenges Faced by Petromin:..............................................................................................................8
Petromin Top 3 Competitors:................................................................................................................9
Methodology:........................................................................................................................................9
Conclusion:..........................................................................................................................................41
Recommendations...............................................................................................................................41
Annexure 1:.........................................................................................................................................42
Annexure 2:.........................................................................................................................................46
References...........................................................................................................................................47
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Petromin Pakistan
Study on impact of social media marketing activities in customer

acquisition and retention at Petromin Service Stations
Abstract
The purpose of this study is to check role of social media marketing in accordance with
customer acquisition and retention.
This study will employ quantitative analysis, gathering data through questionnaires from
customers who frequently visit Petromin service stations. The data collected shall be
analyzed in SPSS with the key driver’s i.e customer loyalty, customer retention, social media
marketing, and quality of service. The results of this study will provide valuable insights into
the relationship between customer service and customer loyalty in the Petromin service
station and will help implement future strategies aimed at enhancing customer satisfaction
and building long-term customer relationships.
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Introduction:
We have chosen Petromin because of the ease of collecting data from the customers,
Supervisor Zeeshan was very supportive, and he helped with data collection. Petromin has a
great brand reputation in the middle east, especially in Saudi Arabia and now coming to
Pakistan can help the brand increase brand awareness and customer acquisition. Lastly, they
offer the best quality service, which was also the reason for selecting Petromin.
Petromin Express is a subsidiary of Petromin Oil Company that operates a network of retail
service stations. The company is committed to providing high-quality fuel and services to
customers, but faces intense competition from other fuel retailers. To differentiate itself and
build customer loyalty, Petromin places a strong emphasis on customer service. However, the
impact of customer service on customer loyalty in Petromin retail service stations has not
been fully explored.
The company has a strong presence in key markets, including the Middle East, Europe, and
Asia, and is committed to supporting its customers by providing the products and services
they need, when they need them.
Petromin's product portfolio includes a variety of refined petroleum products, such as
gasoline, diesel, aviation fuel, lubricants, and other specialty products. The company operates
state-of-the-art refining facilities that enable it to produce high-quality fuels and products that
meet the demanding requirements of its customers.
In addition to its refining operations, Petromin also provides a range of services to customers,
including logistics, marketing, and distribution. The company has a large network of retail
service stations, under the Petromin Express brand, which provides customers with
convenient access to fuel and other products and services.
With a focus on sustainability and responsibility, Petromin is dedicated to reducing its
environmental impact and promoting the responsible use of its products.
The company invests in cutting-edge technologies and innovative solutions to minimize its
carbon footprint and promote a cleaner and more sustainable energy future.
Overall, Petromin is a dynamic and forward-looking organization that is well-positioned to
meet the changing needs of the energy sector and help drive sustainable growth and progress
in the years ahead.
Scope of study:
The scope of the study for Petromin Express involves analyzing the social media marketing
activities of the company with a focus on customer acquisition and retention. The study is
quantitative in nature and descriptive, which means that it will involve collecting and
analyzing numerical data to describe the relationship between the three variables.
Specifically, the study will examine the effectiveness of Petromin Express's social media
marketing activities in attracting new customers (customer acquisition) and retaining existing
customers (customer retention). The analysis will involve collecting data on various metrics
such as the number of social media followers, engagement rates, conversion rates, customer
satisfaction levels, and customer loyalty.
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Overall, the study aims to provide insights into the effectiveness of Petromin Express's social
media marketing efforts and identify opportunities for improvement in customer acquisition
and retention. The results of the study can help the company make data-driven decisions to
enhance their social media marketing strategy and improve overall business performance.
Objectives:
The purpose of this research proposal is to study the impact of social media marketing with
customer acquisition, and retention. The specific objectives of the research are as follows:
 To assess the impact of social media marketing on consumer acquisition
 To know about customer perception regarding Petromin service stations i.e strengths,
weaknesses.
 To assess the impact of social media marketing on Customer retention
Problem Statement:
Petromin has opened three branches in Pakistan under the name Petromin Express. The
problem statement is “How effective is Petromin express in terms of social media marketing,
customer acquisition, customer retention”.
Purpose of study:
The purpose of study is as follows:
 To gain a better understanding of a whether they are using social media marketing
effectively
 To describe the characteristics or features of the problem
 To identify the causes or factors that contributes to a problem
 To develop models or theories that can be used to predict future outcomes or
behaviors.
Timeframe : The time frame we got to conduct this study is 1 semester.
Week Task
1-2 Topic selection and literature review
3-4 Developing research questions and hypotheses
5-6 Data collection and analysis
7-8 Writing the methodology section and initial draft of the results section
9-10 Revising and refining the results section
11-12 Writing the discussion and conclusion sections
13-14 Revising and editing the final draft
15-16 Finalizing and submitting the research paper
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This timeline is just a general guideline. Due to lack of time, the setback is that we can figure
out more if more time was given. It's always a good experience to consult with our research
supervisor to determine a realistic and achievable timeline for our research project.
Research Limitations:
Research limitations refer to any factors that may impact the validity, generalizability, or
reliability of a research study. These limitations may arise from various sources, including the
study design, data collection methods, sample size, research setting, and other external
factors. Limited time, limited customers, limited resources have limited our research.
Research Methodology
The research will use a quantitative approach. The following method will be used:
A questionnaire with 30 questions was designed. The question types include close and open
ended. The question asked from the customers includes topics social media marketing,
customer loyalty, customer retention, purchase decision and quality of service.The
questionnaire were taken from research paper.
1. The influence of perceived social media marketing activities on brand loyalty: The
mediation effect of brand and value consciousness (Ahmed Rageh Ismail)
2. The Impact of Social Media Marketing on Consumer Retention: Consumer Survey in

Saudi Arabia (Esraa Alfeel, Dr. Zaid Ahmad Ansari)
 Research design: we have collected data through self-oriented question, we have sent
150 questionnaires, out of 150, 99 have filled the questionnaire. This involves collecting
data through self-reported questionnaires Survey research can be used to collect large
amounts of data from a representative sample of the population. This is a descripted
study and quantitative in nature, we have used previous research variables from
research studies from articles and we want to use these variables in order to see how
petromin has its impact on social media marketing activities, customer acquisition &
customer retention.
 Sample size: we used 99 people reviews to conduct our research. We used
appropriate statistical methods (SPSS) to determine the sample size required to
achieve the desired level of precision and statistical power.
 Sampling technique: We used convenience sampling in this research study.
Participants are selected based on their availability and proximity to the researcher.
This method is often used for exploratory or pilot studies when time and resources are
limited.
 Research instruments: we have used questionnaire as research instruments. we have
abstracted these questionnaires from 2 articles.
 Reference articles: Reference for the research study is taken from 2 articles. The
Reliability and validity of those articles is relevant and accurate. “The influence of
perceived social media marketing activities on brand loyalty: The mediation effect of
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brand and value consciousness. (Asia Pacific Journal of Marketing and Logistics ·
March 2017)”
“The Impact of Social Media Marketing on Consumer Purchase Intention: Consumer
Survey in Saudi Arabia (Journal of Marketing and Consumer Research www.iiste.org
ISSN 2422-8451 An International Peer-reviewed Journal DOI: 10.7176/JMCR
Vol.56, 2019)”
 Data collection: we have conducted a survey and there were no interviews conducted.
The whole research is based on the survey itself.
 Data analysis: SPSS is used for the data analysis. It is a software program used for
statistical analysis in social science, psychology, and other fields.
 Research model: Research model used in this research study includes effectiveness
of social media activities which has social media marketing activities, customer
acquisition and customer retention
Research Model:
Effectiveness of Social Media Customer Acquisition Customer Retention

Marketing Activities
 Increased brand awareness

 Improved customer engagement
 Target advertising  Increased revenue  Positive word-of-
 Brand awareness mouth
 diversification  Increased customer
lifetime value
 Improved customer
satisfaction
Effectiveness of Social media: The effectiveness of social media can vary depending on the
specific goals and objectives of a business or individual. However, social media has been
shown to have several benefits, including:
 Increased brand awareness: Social media allows businesses to reach a wider audience
and promote their products or services to potential customers. This can help increase
brand recognition and awareness.
 Improved customer engagement: Social media enables businesses to interact with
customers in real-time and respond to their queries and feedback promptly. This can
help improve customer satisfaction and loyalty.
Targeted advertising: Social media platforms offer advanced targeting options that allow
businesses to target specific audiences based on their demographics, interests, and behaviors.
This can help improve the effectiveness of advertising campaigns and reduce advertising
costs.
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Consumer acquisition: Customer acquisition refers to the process of acquiring new

customers for a business. It is a critical aspect of business growth and profitability, as
acquiring new customers is essential for expanding the customer base and increasing revenue.
 Increased revenue: Customer acquisition is critical for a business's growth and
revenue generation. By acquiring new customers, businesses can increase their sales
and revenue. New customers not only bring in new sales but also have the potential to
become repeat customers, leading to sustained revenue growth.
 Brand awareness: Customer acquisition also helps businesses to increase their brand
awareness. As new customers interact with the business, they become aware of the
brand's products or services. Positive experiences with the brand can lead to word-of-
mouth referrals and recommendations, which can further increase brand awareness.
 Diversification: Customer acquisition also enables businesses to diversify their
customer base. By acquiring customers from different demographics, geographic
regions, or industries, businesses can reduce their reliance on a single customer
segment or market. Diversification also helps businesses to spread their risks and take
advantage of new opportunities.
Brand retention: Brand retention refers to the ability of a brand to maintain a positive and
lasting impression in the minds of its customers. It is a critical aspect of brand management
and marketing, as it can lead to increased customer loyalty, repeat purchases, and positive
word-of-mouth recommendations.
 Positive word-of-mouth: Satisfied customers are more likely to recommend a business
to their friends, family, and colleagues, leading to positive word-of-mouth. This can
result in new customer acquisition and increased sales for the business.
 Increased customer lifetime value: Retaining customers can increase their lifetime
value, which refers to the total revenue a customer generates for a business over their
lifetime. By retaining customers, businesses can increase the likelihood of repeat
purchases and upselling opportunities.
 Improved customer satisfaction: Customer retention is often driven by customer
satisfaction. By providing excellent customer service, addressing customer complaints
and concerns, and offering personalized experiences, businesses can improve
customer satisfaction and reduce the likelihood of customer churn.
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Research variables : variables used in this research are social media marketing activities,
customer acquisition and customer retention.
1. Social media marketing: Social media marketing refers to the process of
using social media platforms and websites to promote a product, service, or
brand. The goal of social media marketing is to engage with customers,
increase brand awareness, and drive website traffic or sales.
2. Customer acquisition: Customer acquisition refers to the process of
acquiring new customers for a business. This is an important aspect of
marketing and sales, as businesses need a steady stream of new customers in
order to grow and succeed.
3. Customer retention: Customer retention refers to the process of keeping
existing customers engaged and satisfied with a business, in order to
encourage repeat business and build long-term customer loyalty.
Challenges Faced by Petromin:

 Dependence on fossil fuels: As the world shifts towards cleaner energy sources, the
demand for fossil fuels like oil and gas may decline, which could negatively impact
Petromin's business.
 Competition: Petromin operates in a highly competitive industry, with many other
large and well-established companies also offering similar products and services.
 Volatility of fuel prices: The price of oil and gas can be subject to significant
fluctuations, which can impact Petromin's profitability and financial performance.
 Government regulations: The petroleum industry is subject to strict regulations, both
in terms of the production and sale of its products. Any changes to regulations, or
increased enforcement, could negatively impact Petromin's operations.
 Environmental concerns: Companies in the petroleum industry are facing increased
pressure to minimize their impact on the environment, both in terms of their own
operations and the use of their products. Petromin may face challenges in reducing its
carbon footprint and improving its environmental sustainability.
These are just a few of the challenges that companies in the petroleum industry might face.
However, it is important to note that every company is different, and the specific challenges
facing Petromin may differ from those outlined above.
Petromin Top 3 Competitors:
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 : Castrol has been one of Petromin's top competitors. Castrol is a Private

company that was founded in 1910 in Middlesex, England. Castrol operates in the
Consumable Fuels industry. Compared to Petromin, Castrol has 4,368 fewer
employees.
 : Gulf Oil is seen as one of Petromin's biggest rivals. Gulf Oil is a Private
company that was founded in Wellesley Hills, Massachusetts in 1901. Gulf Oil is in
the Multi-Utilities industry. Gulf Oil has 2,700 fewer employees vs. Petromin.
 : TEXACO is perceived as one of Petromin's biggest rivals. TEXACO was

founded in White Plains, New York} in 1902. TEXACO competes in the Oil & Gas
Exploration, Production, Sales industry. Compared to Petromin, TEXACO generates
$300M more revenue.
The local competitor of Petromin in Pakistan is as follow.
 Total Parco: Being the largest affiliate of Total Group in the APMO region, we
have multilayered operational arrangements that enable us to deliver efficiently in a
relatively complex and dynamic business environment. Total PARCO Pakistan
Limited (TPPL) is known for its best practices and operational record within the
OMC industry. To achieve the profitability and high growth, we ensure quality at
every step; primarily through the deployment of latest technology duly incorporated
within planned upgradation of equipment, machinery, logistics, supply operations
and storage facilities.
 Shell Pakistan: As one of the world’s leading energy companies, Shell plays a key
role in helping to meet the world’s growing energy demand in economically,
environmentally and socially responsible ways. In Pakistan, Shell employs 400+
people and is one of the most recognized brands in the country; and remains
committed to playing a leading role in meeting Pakistan’s growing energy demand.
 PSO: PSO is the nation’s leading energy company with a glorious history of fueling
every sector of Pakistan’s economy since its inception in 1976. We energize people
across the air, land, and sea with our fuel products & services.
 Hascol Petroleum: Hascol Petroleum Limited is engaged in the purchase,
storage and sale of petroleum products such as High Speed Diesel, Gasoline,
Fuel Oil and Lubricants. In February 2005 Hascol was granted an oil marketing
license by the Government of Pakistan and since then, Hascol has been engaged
in developing a retail network under Hascol brand and have commissioned over
600+ retail outlets in the four provinces of Pakistan and Azad Jammu and
Kashmir.
Methodology:
The research will use a quantitative approach. The following method will be used:
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A questionnaire with 30 questions was designed. The question types include close and open
ended. The question asked from the customers includes topics social media marketing,
customer loyalty, customer retention, purchase decision and quality of service.The
questionnaire were taken from research paper.
1. The influence of perceived social media marketing activities on brand loyalty: The
mediation effect of brand and value consciousness (Ahmed Rageh Ismail)
2. The Impact of Social Media Marketing on Consumer Retention: Consumer Survey in

Saudi Arabia (Esraa Alfeel, Dr. Zaid Ahmad Ansari)
Descriptive Analysis
Gender
Table 1 (A)
Statistics
Gender
N Valid 99
Missing 0
Mean .02
Median .00
Mode 0
Std. Deviation .141
The standard deviation is 0.141 which means that male use Petromin more than
females that is 98%.
Table 1 (B)
Gender
N %
Male 97 98.0%
Female 2 2.0%
In the Gender Frequency table, we could see the percentage analysis of the groupset. The
table shows that 98% are male and 2% are female.
Statistics
Table 1(C)
AGE
N Valid 99
Missing 0
Mean 1.79 11
Median 2.00
Mode 2
Std. Deviation .732
20 – 29 38 38.4%
Table 30 – 39 45 45.5% 1
(D) 40 – 49 15 15.2%
50 and up 1 1.0%
The age table shows that 38.4% of people were aged 20-29, 45.5% were aged 30-39, 15.2%
were aged 40-49, and 1% were aged 50 and up. The standard deviation is 0.732, which shows
one deviation high is 2.522, which shows people age between 30-39 come to Petromin and
one deviation below means that is 1.058 means that people between age 20-29 come to
Petromin.
Statistics
Table 1 (E)
Occupation
N Valid 99
Missing 0
Mean 3.32
Median 2.00
Mode 2
Std. Deviation 2.094
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Occupation MBA RESEARCH PROJECT
Table 1 (F)
N %
Student 25 25.3%
Engineer 28 28.3%
Doctor 5 5.1%
Teacher 1 1.0%
Freelancer 14 14.1%
Entrepreneur 23 23.2%
Government 3 3.0%
officer
The table above shows the analysis of occupation.
Out of 100 respondents, 25.3% were students, 28.3% were engineers, 5.1% were doctors,
14.1% were freelancers, and 23.2% were Entrepreneurs. The standard deviation is 2.094,
which means that one deviation high are freelancers with 14.1% and one deviation low is
students (25.3%) and engineers (28.3%).
Statistics
Table 1 (G)
Income Level
N Valid 99
Missing 0
Mean 3.09
Median 3.00
Mode 5
Std. Deviation 1.512
Income Level
Table 1 (H)
N %
R.s 25,000 - R.s 49,000 24 24.2%
R.s 50,000 - R.s 74,000 11 11.1%
R.s 75,000 - R.s 99,000 21 21.2%
R.s 100,000 - R.s 18 18.2%
149,000
R.s 150,000 and greater 25 25.3%
The findings of the income level of 100 respondents are displayed in the table above. 25.3%
of the population had an income of R.S. 150,000 or more, 24.2% had an income of R.S.
25000–R.S. 49000, 21.2% had an income of R.S. 75000–R.S. 99000, and other income-
related percentages can also be noted.
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One deviation high of 4.602 means that people with income level R.s 100,000 – R.s 149,000
(18.2%) and R.s 150,000 and above (25.3%) come to Petromin. One deviation low show the
income level of people between R.s 25,000 – R.s 49,000 (24.2%) and R.s 50,000 – R.s
74,000 (11.1%) come to Petromin.
Statistics
Table 2 (A)
Visit
N Valid 99 Visit
Missing 0 Table 2 (B)
Mean 3.16 N %
Median 3.00 Daily 1 1.0%
Mode 3 Weekly 10 10.1%
Std. Deviation .634 Monthly 60 60.6%
Yearly 28 28.3%
The table above shows the percentages of people visiting Petromin. 60.6% of people visited
Petromin monthly, 28.3% visited yearly, 10.1% visited weekly and only 1% visited Petromin
daily. The standard deviation is 0.634, one deviation high of 3.794 means people visit
Petromin monthly (60.6%) and yearly (28.3%), one deviation low means people visit weekly
(10.1%) and daily (1%).
Statistics
Table 3 (A)
It is easy to deliver my opinion about the brand I am considering buying through social
media.
N Valid 99
Missing 0
Mean 3.95
Median 4.00
Mode 4
Std. Deviation .460
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It is easy to deliver my opinion about the brand I am considering buying through social media.
Table 3 (B)
N %
Disagree 1 1.0%
Neutral 10 10.1%
Agree 81 81.8%
Strongly Agree 7 7.1%
As indicated in the table, 81.8% of people agree with the above question, with 10.1% neutral,
7.1% strongly agreeing and 1% disagreeing with the question. One deviation high 4.41 means
that people have agree with the question by 81.8% and one deviation low means people are
neutral with 10.1%.
Statistics
Table 3 (C)
I find interesting contents shown on social
media about the brand I am considering to
buy.
N Valid 99
Missing 0
Mean 3.81
Median 4.00
Mode 4
Std. Deviation .601
I find interesting contents shown on social media about the

brand I am considering to buy.
Table 3 (D)
N %
Disagree 3 3.0%
Neutral 20 20.2%
Agree 69 69.7%
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The above table shows that 69.7% of respondents agree with the question, 20.2% are neutral,
7.1% strongly agree, and 3.0% disagree. The standard deviation is 0.601, that means one
deviation high 4.411 shows that people have agreed with the above question by 69.7% and
one deviation low shows people have chosen a neutral response (20.2%) regarding this
question.
Statistics
Table 3 (E)
Using social media to search for
information about the brand I am
considering buying is very trendy.
N Valid 99
Missing 0
Mean 3.74
Median 4.00
Mode 4
Std. Deviation .679
Table 3 (F)
Using social media to search for

information about the brand I am
considering buying is very trendy.
N %
Disagree 3 3.0%
Neutral 30 30.3%
Agree 56 56.6%
Strongly 10 10.1%
Agree
As the table indicates above, 56.6% of respondents agree with the above question, 30.3% are
neutral, 10.1% strongly agree and 3% disagree. The standard deviation is 0.679, that means
one deviation high 4.419 shows that people have agreed with the above question by 56.6%
and one deviation low shows people have chosen a neutral response (30.3%) regarding this
question.
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Statistics
Table 3 (G)
I would like to pass along information on I would like to pass along information on
brand, product, or services from social media brand, product, or services from social media
to my friends. to my friends.
Table 3 (H)
N Valid 99 N %
Missing 0 Disagree 1 1.0%
Mean 4.19 Neutral 7 7.1%
Median 4.00 Agree 63 63.6%
Mode 4 Strongly Agree 28 28.3%
Std. Deviation .601
The table shows the data of 100 respondents, 66.6% agree with the question, 28.3% strongly
agree, 7.1% are neutral and 1% disagree. The standard deviation is 0.601, that means one
deviation high 4.79 which shows that people have agreed (63.6%) and strongly agreed
(28.3%) with the above question by and one deviation low shows people have chosen a
neutral response (7.1%) regarding this question.
Statistics
Table 4 (A)
Do you think social media is more influential than
Do you think social media is more influential
tradational media in your final purchase decision?
than tradational media in your final purchase
decision?
N Valid 99
Table 4 (B)
Missing 0
Mean 4.44 N %
Median 5.00 Disagree 2 2.0%
Mode 5 Neutral 8 8.1%
Std. Deviation .732 Agree 33 33.3%
The table shows the data of 100 respondents. 56.6% strongly agree with the above question,
33.3% agree, 8.1% are neutral and 2% disagree. One deviation high of 5.172 means that
people have strongly agreed (56.6%) with the question and one deviation low means that
people have agreed (33.3%) with the question.
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Statistics
Table 4 (C)
Which social media tool you use to obtain
information about products/services/brands.
N Valid 99 Which social media tool you use to obtain
Missing 0 information about products/services/brands.
Mean 2.48 Table 4 (D)

Median 3.00 N %
Mode 3 Facebook 13 13.1%
Std. Deviation .825 Instagram 33 33.3%
Google Search 45 45.5%
Blogs 8 8.1%
The above table shows that out of 100 respondents, 45.5% use Google Search, 33.3%
Instagram, 13.1% Facebook, and 8.1% blogs. 63.6%. The table shows a standard deviation of
0.825, which means one deviation high shows people use google search (45.5%) as a tool to
obtain information and on the lower side people use Instagram (33.3%). The 2SD high shows
that people use blogs 8.1% and two deviation low means that people use Facebook at 13.1%.
Statistics
Table 5 (A)
Brand names tell me something about the quality of the products.
N Valid 99
Missing 0
Mean 3.58
Median 4.00
Mode 4
Std. Deviation .784
Brand names tell me something about the quality
of the products.
Table 5 (B)
N %
Strongly 1 1.0%
disagree
Disagree 9 9.1%
Neutral 27 27.3%
Agree 56 56.6%
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The table presents the data of 100 respondents, with 56.6% agree with the above question,
27.3% neutral, 9.1% disagree, 6.1% strongly agree and 1% strongly disagree. The standard
deviation is 0.784, which means that one deviation high of 4.364 means that 56.6% have
agreed with the question, and one deviation low means people have neutral responses
(27.3%).
Statistics
Table 5 (C)
Branded products that cost a lot of money
Branded products that cost a lot of money are
are good quality.
good quality.
Table 5 (D)
N %
N Valid 99
Strongly 1 1.0%
Missing 0
disagree
Mean 2.86
Disagree 44 44.4%
Median 3.00
Neutral 27 27.3%
Mode 2
Agree 22 22.2%
Std. Deviation .948
The table shows that 44.4% of the respondents disagree with the above question following
27.3% as neutral, 22.2% agree, 5.1% strongly agree and 1% strongly disagree. One deviation
high shows that 22.2% people have agreed with the question and one deviation low means
that people have disagreed (44.4%) with the question.
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Statistics
Table 5 (E)
I pay attention to the brand names of the
products I buy I pay attention to the brand names of the
products I buy
N Valid 99 Table 5 (F)
Missing 0 N %
Mean 3.61 Disagree 3 3.0%
Median 4.00 Neutral 39 39.4%
Mode 4 Agree 51 51.5%
Std. Deviation .652 Strongly Agree 6 6.1%
The table represents the data of 100 respondents, with 51.5% agree with the question, 39.4%
neutral, 6.1% strongly agree and 3% disagree. The standard deviation is 0.652, which means
that one deviation high shows that (51.5%) have agreed with the question, and one deviation
low means people have neutral responses (39.4%) to the question.
Statistics
Table 6 (A)
I am concerned about low prices, but I am equally concerned about product quality.
N Valid 99
Missing 0
Mean 4.40
Median 4.00
Mode 5
Std. Deviation .684
I am concerned about low prices, but I am
equally concerned about product quality.
Table 6 (B)
N %
Strongly 1 1.0%
disagree
Neutral 5 5.1%
Agree 45 45.5%
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The above table shows that out of 100 respondents, 48.5% strongly agree, 45.5% agree, 5.1%
are neutral and 1% strongly disagree with the above question. The standard deviation is
0.684, showing one deviation high means people have strongly agreed (48.5%) with the
question and one deviation low means people have agreed (45.5%) with the question.
Statistics
Table 6 (C)
When shopping, I compare the

prices of different brands to be sure
I get the best value for the money.
N Valid 99
Missing 0
Mean 4.42
Median 4.00
Mode 4a
Std. Deviation .591
a. Multiple modes exist. The

smallest value is shown
When shopping, I compare the prices of
different brands to be sure I get the best
value for the money.
Table 6 (D)
N %
Neutral 5 5.1%
Agree 47 47.5%
Strongly 47 47.5%
Agree
The table shows that 47.5% of respondents agree and 47.5% strongly agree with the above
question and 5.1% are neutral. The standard deviation is 0.591, which means that one
deviation high shows that people have strongly agreed (47.5%) with the above question and
one deviation low means people have agreed to the question.
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Statistics
Table 6 (E)
When purchasing a product, I always try to
maximize the quality I get for the money I
spend.
N Valid 99
Missing 0
Mean 4.49
Median 5.00
Mode 5
Std. Deviation .578
The above table results show that 53.5%

of respondents strongly agree with the
above question, with 42.4% agree and 4%
neutral. The standard deviation is 0.578,
which means that
When purchasing one deviation
a product, I always shows
try to
maximize
that peoplethehave
quality I get agreed
strongly for the with
moneythe
I
spend.
question and one deviation low means
Table 6 (F)
that people have agreedNby 42.4%. %
Neutral 4 4.0%
Agree 42 42.4%
Statistics
Table 6 (G)
When I buy products, I like to be sure that I am
getting my money’s worth.
When I buy products, I like to be sure that I
N Valid 99 am getting my money’s worth.
Missing 0 Table 6 (H)

Mean 4.52 N %
22
54.5% strongly agree with the above question, 42.4% agree, and 3% are neutral. The one
standard deviation high means that people have strongly agreed with the question by 54.5%
and one deviation low means people have agreed to the question by 42.4%.
Statistics
Table 7 (A)
I would rather stick with a brand I usually buy
than try something I am not very sure of. I would rather stick with a brand I usually buy
than try something I am not very sure of.
N Valid 99 Table 7 (B)
Missing 0 N %
Mean 3.74 Disagree 7 7.1%
The table tells that out of 100 respondents, 64.6% agree with the above question, 20.2% are
neutral, 8.1% strongly agree and 7.1% disagree. The standard deviation is 0.708, which
means that one deviation high shows that 64.6% people have agreed with the above question
and one deviation low means people gave neutral responses with 20.2%.
Statistics
Table 7 (C)
I have certain types of brands that I always buy.
I have certain types of brands that I always buy.

N Valid 99
Table 7 (D)
Missing 0
N %
Mean 3.79
Strongly disagree 1 1.0%
Median 4.00
Disagree 2 2.0%
Mode 4
Neutral 22 22.2%
Std. Deviation .659
Agree 66 66.7%
23
The above table shows that 66.7% respondents agree with the above question, 22.2% neutral,
8.1% strongly agree, 2% disagree and 1% strongly disagree. The standard deviation is 0.659,
which shows that one deviation high means that people have agreed with the question by
66.7% and one deviation low means that people have neutral responses.
Statistics
Table 7 (E)
I consider myself to be loyal to one brand of
product.
product.
Table 7 (F)
N %
N Valid 99
Strongly 1 1.0%
Missing 0
disagree
Mean 3.63
Disagree 2 2.0%
Median 4.00
Neutral 35 35.4%
Mode 4
Agree 56 56.6%
Std. Deviation .664
56.6% Respondents agree with the above question, 35.4% neutral, 5.1% strongly agree, 2%
disagree and 1% strongly disagree. One deviation high (4.294) showing the result that people
have agreed with the question by 56.6% and one deviation low means people have neutral
responses.
Statistics
Table 7 (G)
I feel confidence in a brand that I always buy.
I feel confidence in a brand that I always buy.
Table 7 (H)
N Valid 99 N %
Missing 0 Disagree 1 1.0%
Mean 3.92 Neutral 17 17.2%
Median 4.00 Agree 70 70.7%
Mode 4 Strongly Agree 11 11.1%
Std. Deviation .566
24
The table shows that 70.7% of respondents agree with the above question, 17.2% are neutral,
11.1% strongly agree and 1% disagree. The standard deviation is 0.556, showing that one
deviation high (4.2) means that people have agreed (70.7%) with the question and one
deviation low means that people have shown neutral responses.
Statistics
Table 8 (A)
For car service which brand do you use.
N Valid 99 For car service which brand do you use.

Missing 0 Table 8 (B)
Mean 1.11 N %
Median 1.00 Petromin 93 93.9%
Mode 1 Express
Std. Deviation .493 Total Parco 3 3.0%
PSO 1 1.0%
Shell 2 2.0%
The table shows that 93.9% of respondents prefer Petromin express, while 3% total parco,
2% shell and 1% PSO. The standard deviation is 0.493, which means that people have chosen
Petromin over other brands.
Q. What makes you come back to Petromin Express again. offerings, service, value,
communication etc.
The customers comes to Petromin because of their service (12%), service quality (5.1%),
good staff (4%) and value for money (3%). (See Annexure 2)
Q. How can Petromin improve its service? Weaknesses.

The respondent have said that Petromin can improve their services through social media
engagement like displaying ads, sharing clickable content to increase the reach, followers and
buying of services and products. (See Annexure 2)
Q. What are the strenghts of Petromin?

The strengths of Petromin as respondents have highlighted are their service, quality and staff.
(See Annexure 2)
Q. What things other brands are doing that Petromin isn't doing?
25
Some of the respondents have said none (15.1%) to this question, But others responded like
adding more services, expand their business (See Annexure 2)
Q. Any suggestions and recommendations for petromin.

The respondents have given responses like open more branches, hire more staff, expand
business and open more petrol pumps in Pakistan. (See Annexure 2)
Statistics
Table 14 (A)
Does Petromin offers best quality products and service?

N Valid 99
Missing 0
Mean 1.01
Median 1.00
Mode 1
Std. Deviation .101
26
Table 14 (B)
Does Petromin offers
best quality products
and service?
N %
Yes 98 99.0
%
No 1 1.0%
The table shows that 99% of the

respondents have said yes, as a
result, Petromin is offering the
best quality products and service,
as compared to 1% No. One
deviation high (1.11) shows that
majority of people have said to
the above question and they agree
that petromin offers best quality.
Statistics
Table 15 (A)
Do you recommend petromin?
N Valid 99
Missing 0
Mean 1.01
27
Do you recommend
petromin?
Table 15 (B)
N %
Yes 98 99.0
%
No 1 1.0%
Median 1.00
Mode 1
Std. Deviation .101
The standard deviation is 0.101, which means that one deviation high 1.11, meaning that
people recommend Petromin.
Reliability and Validity

Internal consistency reliability, the most widely used reliability method, was measured using
Cronbach’s α. The reliability of the scales ranged from 0.81 to 0.89. Following the widely recognized
rule of thumb of using a reliability level of 0.5 (Hair et al., 2006), the analysis indicated that the
measurement scales are highly reliable. The next step is to assess convergent validity by checking
28
the factor loadings of each item and the values of average variance extracted (AVEW0.5). The factor
loadings of the measurement items are significant and substantial, i.e. pW0.5 (Hair et al., 2006), as
well as composite reliabilities of each of the constructs and average variance extracted (see Table III)
average variances extracted were W0.50. Thus, the convergent validity of the latent constructs was
confirmed. Discriminant validity was investigated following Fornell and Larcker’s (1981) suggestion.
According to them, the average variance extracted must exceed the corresponding squared
interconstruct correlations estimate between the two constructs.
Crosstabs
Case Processing Summary
Cases
Valid Missing Total
N Percent N Percent N Percent
For car service which 99 100.0% 0 0.0% 99 100.0%
brand do you use. *
Gender
For car service which brand do you use. * Gender Crosstabulation
Count
Gender
Male Female Total
For car service which Petromin 91 2 93
brand do you use. Express
Total Parco 3 0 3
PSO 1 0 1
Shell 2 0 2
Total 97 2 99
29
The crosstab analysis has been done, with gender taken in the column section and brand
usage in the row section. Out of 100 respondents, 91 males and 2 females prefer/use the
Petromin brand, following the 3 males using Total Parco, 2 males Shell, and 1 PSO.

Cases
Valid Missing Total
Which social media tool 99 100.0% 0 0.0% 99 100.0%
you use to obtain
information about
products/services/brand
s. * AGE
Which social media tool you use to obtain information about products/services/brands. * AGE
Crosstabulation
AGE
50 and
20 – 29 30 - 39 40 - 49 up Total
Which social media tool you Facebook 5 5 3 0 13
use to obtain information Instagram 19 9 4 1 33
about Google 13 26 6 0 45
products/services/brands. Search
Blogs 1 5 2 0 8
Total 38 45 15 1 99
The above table shows a crosstab analysis of Age and social media marketing. A total of 45
people aged 30-39 years use the above social media tools. Following the 38 people with the
age 20-29, 15 people aged 40-49, and 1 above 50.

Cases
Valid Missing Total
30
How often you visit 99 100.0% 0 0.0% 99 100.0%

Petromin? * I consider
myself to be loyal to
one brand of product.
Most probably people visit petromin once a month
How often you visit Petromin? * I consider myself to be loyal to one brand of product. Crosstabulation

product.
Strongly Strongly
disagree Disagree Neutral Agree Agree Total
How often you visit Daily 0 0 0 1 0 1
Petromin? Weekly 0 0 3 5 2 10
Monthly 1 1 19 37 2 60
Yearly 0 1 13 13 1 28
Total 1 2 35 56 5 99
The table shows crosstabulation between visit at Petromin and brand loyalty.
Correlation
Correlations
I have certain types I consider myself to
of brands that I be loyal to one
always buy. brand of product.
I have certain types of Pearson 1 .587**
brands that I always buy. Correlation
Sig. (2-tailed) <.001
**
I consider myself to be Pearson .587 1
loyal to one brand of Correlation
product. Sig. (2-tailed) <.001
**. Correlation is significant at the 0.01 level (2-tailed).
31
The correlation coefficient r value between buying brand and brand loyalty is 0.587, which
shows a positive association between the two variables. The p level is < 0.01which means
that relationship is statistically significant. So, we can say that increase in buying certain
types of brands also increases brand loyalty.
32
Conclusion:
In conclusion, the impact of social media marketing is positive on customer acquisition and
retention, as customers use social media tools like Instagram, Facebook, Blogs, and Google
search to find out products and services that are trending according to our study. The
customers of Petromin are very acumen in searching for the products they want to buy.
Petromin using Instagram, and Facebook ads will increase brand awareness, reputation,
conversion, engagement, reach, and leads, which will bring new customers to the company.
By offering discounts, promotions, loyalty cards, and redemption this strategy will not only
bring in new customers but also retain the old customers who buy their products and services
of Petromin.
Petromin knows that social media marketing is more influential than traditional marketing,
and by offering quality content through posts will increase customer engagement. Customers
are both brand and value consciousness as the results in the study prove that Petromin is
offering best quality services, the staff is well trained which will eventually increase Petromin
brand loyalty and retention. The customer perception of the Petromin brand is very positive,
not only do they visit Petromin weekly, and monthly, but they are spreading word of mouth
which is leading new customers to visit and benefit from the services. Petromin shall focus
on adding more services, expanding its business in different cities, and opening petrol pump
stations will increase consumer satisfaction, loyalty and retention. Geotargeting method shall
be implemented in Petromin ad campaign which will increase brand reach in Pakistan.
Petromin with its best quality services shall offer discounts and promotions which will give
customers value for money, ultimately increasing customer buying process, satisfaction, and
retention of customers. 94% of the customers recommend Petromin which is a great sign for a
company that has recently started its operations.
Overall, it has been proven in our study that social media is more influential, and it has a
great impact on customer acquisition and retention. Petromin has established itself in
Pakistan by offering best quality services, they just need to use social media more often like
Instagram reels and videos ads to get more conversions and leads. By offering more services,
opening pumps will give more access to the customer in buying the products and services,
this will increase the Petromin images in the eyes of customers as they offer superior quality.
Lastly by developing a website and an Petromin APP for Pakistani customers will increase
customer acquisition and retention.
33
Recommendations
1. Petromin Express should capitalize on its top-quality service and concentrate on
developing its brand reputation through social media platforms.
2. In order to retain customers and foster loyalty, Petromin should offer discounts,
promotions, and loyalty cards to customers who are conscious of the brand and value.
3. As a result of high customer recommendations, Petromin may have an advantage in
opening petrol stations in Pakistan.
4. Petromin could utilize social media platforms, such as Instagram, to sell its products
online by creating a shopping tab.
5. Petromin should create high-quality content that features its products and services in
order to increase customer intent to use the brand.
6. To improve customer satisfaction and ultimately increase brand value, Petromin
should provide additional services to its customers.
7. By utilizing social media platforms, Petromin can enhance its sales, increase brand
awareness, and promote its business.
8. The opening of more Petromin branches will improve customer access to high-quality
service, as more customers will visit their nearest branch.
9. By hiring more trained staff, Petromin can increase efficiency and provide fast
service, which will encourage customers to return and receive excellent service.
10. Petromin should develop a website for its Pakistani customers, as well as a Petromin
app, to increase the likelihood of purchase.
34
Annexure 1:
The following are the questionnaire that we asked the customers to conduct this research.
Q.1) Gender
o Male
o Female
Q.2) AGE
o 20 – 29
o 30 – 39
o 40 – 49
o 50 and up
Q.3) Occupation
o Student
o Engineer
o Doctor
o Teacher
o Freelancer
o Entrepreneur
o Government officer
Q.4) Income Level
o R.s 25,000 - R.s 49,000
o R.s 50,000 - R.s 74,000
o R.s 75,000 - R.s 99,000
o R.s 100,000 - R.s 149,000
o R.s 150,000 and greater
Q.5) How often you visit Petromin?
o Daily
o Weekly
o Monthly
o Yearly
Social media marketing

Q.6) It is easy to deliver my opinion about the brand I am considering buying through social
media.
o Strongly disagree
o Disagree
o Neutral
o Agree
o Strongly Agree
35
Q.7 I find interesting contents shown on social media about the brand I am considering to
buy.
o Strongly disagree
o Disagree
o Neutral
o Agree
o Strongly Agree
Q.8) Using social media to search for information about the brand I am considering buying is
very trendy.
o Strongly disagree
o Disagree
o Neutral
o Agree
o Strongly Agree
Q.9) I would like to pass along information on brand, product, or services from social media
to my friends.
o Strongly disagree
o Disagree
o Neutral
o Agree
o Strongly Agree
Consumer Purchase
Q.10) Do you think social media is more influential than tradational media in your final
purchase decision?
o Strongly disagree
o Disagree
o Neutral
o Agree
o Strongly Agree
Q.11) Which social media tool you use to obtain information about products/services/brands.
o Facebook
o Instagram
o Google Search
o Blogs
Brand Consciousness
Q.12) Brand names tell me something about the quality of the products
o Strongly disagree
o Disagree
36
o Neutral
o Agree
o Strongly Agree
Q.13) Branded products that cost a lot of money are good quality.
o Strongly disagree
o Disagree
o Neutral
o Agree
o Strongly Agree
Q.14) I pay attention to the brand names of the products I buy.
o Strongly disagree
o Disagree
o Neutral
o Agree
o Strongly Agree
Value Consciousness
Q.15) I am concerned about low prices, but I am equally concerned about product quality.
o Strongly disagree
o Disagree
o Neutral
o Agree
o Strongly Agree
Q.16) When shopping, I compare the prices of different brands to be sure I get the best value
for the money.
o Strongly disagree
o Disagree
o Neutral
o Agree
o Strongly Agree
Q.17) When purchasing a product, I always try to maximize the quality I get for the money I
spend.
o Strongly disagree
o Disagree
o Neutral
o Agree
o Strongly Agree
Q.18) When I buy products, I like to be sure that I am getting my money’s worth.
o Strongly disagree
37
o Disagree
o Neutral
o Agree
o Strongly Agree
Brand Loyalty
Q.19) I would rather stick with a brand I usually buy than try something I am not very sure
of.
o Strongly disagree
o Disagree
o Neutral
o Agree
o Strongly Agree
Q.20) I have certain types of brands that I always buy.
o Strongly disagree
o Disagree
o Neutral
o Agree
o Strongly Agree
Q.21) I consider myself to be loyal to one brand of product.
o Strongly disagree
o Disagree
o Neutral
o Agree
o Strongly Agree
Q.22) I feel confidence in a brand that I always buy.
o Strongly disagree
o Disagree
o Neutral
o Agree
o Strongly Agree
Brand Retention
Q.23) For car service which brand do you use.
o Petromin Express
o Total Parco
o PSO
o Shell
o Hascol
38
39
Annexure 2:
Q.24) What makes you come back to Petromin Express again?
Statistics
Table 9 (A)
What makes you come back to
Petromin Express again. offerings,
service, value, communication etc.
N Valid 99
Missing 0
What makes you come back to Petromin Express again.

offerings, service, value, communication etc.
Table 9 (B)
N %
Approach and service 1 1.0%
Best service 2 2.0%
Best Service 1 1.0%
Best service quality 2 2.0%
Better communication 1 1.0%
Better service 1 1.0%
Convenience 1 1.0%
Friendly environment, 1 1.0%
genuine people
Friendly staff 1 1.0%
Good 1 1.0%
Good behavior of staff 2 2.0%
Good communication and 1 1.0%
value
Good ethics and behavior 1 1.0%
of staff
Good quality products. 1 1.0%
Good service 1 1.0%
Good Service 2 2.0%
Good staff 4 4.0%
Good staff and service 3 3.0%
quality
Good staff behavior 1 1.0%
40
Good staff behavior and 1 1.0%

service
Great products 1 1.0%
Nothing 1 1.0%
Offering and value 1 1.0%
Petromin better service 1 1.0%
Product quality 1 1.0%
Products 1 1.0%
Products and services 1 1.0%
Products quality 1 1.0%
Professional Service 1 1.0%
Professional services 1 1.0%
Quality of lubricants 1 1.0%
Quality of products 1 1.0%
Quality of service 5 5.1%
Quality service and 1 1.0%
products
Quality, value 1 1.0%
Service 12 12.1%
Service and behaviour 1 1.0%
Service and 1 1.0%
Communication
Service and product 1 1.0%
quality
Service and Product 1 1.0%
Quality
Service and products 1 1.0%
Service and value 2 2.0%
Service and Value 3 3.0%
Service quality 5 5.1%
Service quality and 1 1.0%
products
Service, value and 1 1.0%
communication
Staff 1 1.0%
Staff and services 1 1.0%
Staff behavior 1 1.0%
There quick service 1 1.0%
Value 1 1.0%
Value 4 4.0%
Value and good service 1 1.0%
41
Value and lubricants 1 1.0%

Value and offerings 2 2.0%
Value and quality 1 1.0%
Value and services 1 1.0%
Value for money 3 3.0%
Value of money 1 1.0%
Value, service and staff 1 1.0%
Value, Services and 1 1.0%
products
The customers comes to Petromin because of their service (12%), service quality (5.1%),
good staff (4%) and value for money (3%).
Q.25) How can Petromin improve its service? Weaknesses.
Statistics
Table 10 (A)
How can Petromin improve its service? Weaknesses.
N Valid 99
Missing 0
How can Petromin improve its

service? Weaknesses.
Table 10 (B)
N %
Add more products and 1 1.0%
services
Add more services 3 3.0%
Add more services and 1 1.0%
increase products
products
Adding more services 1 1.0%
Be more competitively 1 1.0%
priced.
Better Management 1 1.0%
Better time management 1 1.0%
Bill prints and need some 1 1.0%
chair outside
Build networks on social 1 1.0%
media platforms.
42
But a machine for 1 1.0%

compound
By advertisement 1 1.0%
by advertising on social 1 1.0%
media
By hiring more 1 1.0%
employees
By hiring more trained 1 1.0%
staff.
By increasing the number 1 1.0%
of cars they can wash at
one time
By making and sharing 1 1.0%
content on social media
By making engaging 1 1.0%
content and share on
social media
By making engaging 1 1.0%
By making it a cheaper 1 1.0%
with same quality
By providing customer 1 1.0%
tea or coffee in waiting
area
By sharing more content 1 1.0%
Engaging more audience 1 1.0%
on social media
Expand area 1 1.0%
Good 1 1.0%
Hire more staff 1 1.0%
I don't knows i haven't 1 1.0%
been to petromin ever in
my life.
I think they already doing 1 1.0%
great
Increase community 1 1.0%
engagement on social
media
Increase staff 2 2.0%
Increase Staff. 1 1.0%
Increasing content on 1 1.0%
social media
43
Make website 1 1.0%

Make website for 1 1.0%
Pakistani Customers
Make website for people 1 1.0%
in Pakistan.
More efficiency 1 1.0%
More Trained staff is 2 2.0%
needed
More washing stations to 1 1.0%
reduce wait time
Na 1 1.0%
Never tried 1 1.0%
No 1 1.0%
Open more branches 2 2.0%
Prices 1 1.0%
Promotions 1 1.0%
Queue 1 1.0%
Service is good but can 1 1.0%
be improved with more
trained staff.
Share content on social 1 1.0%
media platforms
Share more engaging 1 1.0%
Social media 2 2.0%
Social Media 1 1.0%
Social media 1 1.0%
engagement
Through brand 2 2.0%
awareness
Through brand 1 1.0%
awareness on social
media
Through content sharing 1 1.0%
on social media
Through customer 1 1.0%
engagement
Through digital marketing 1 1.0%
Through engagement 1 1.0%
and sharing content
44
Through engagement on 5 5.1%

social media
Through Engagement on 1 1.0%
Social Media
Through making 1 1.0%
connections
Through marketing 4 4.0%
Through marketing and 1 1.0%
sharing content
Through marketing on 1 1.0%
social media
Through marketing on 1 1.0%
social media platforms
Through more 1 1.0%
engagement on social
media
Through sharing content 1 1.0%
and engaging on social
media.
Through sharing content 1 1.0%
on social media
Through sharing 1 1.0%
engaging content on
social media
Through social media 7 7.1%
Through Social media 1 1.0%
channels
engagement
marketing
Through Social media 1 1.0%
marketing
platforms
THROUGH SOCIAL 1 1.0%
MEDIA PLATFORMS
Through social 1 1.0%
networking
Use machine for 1 1.0%
compound
45
Value 1 1.0%
The respondent have said that Petromin can improve their services through social media
engagement like displaying ads, sharing clickable content to increase the reach, followers and
buying of services and products.
Q,26) What are the strengths of Petromin?
Statistics
Table 11 (A)
What are the strengths of Petromin?
N Valid 99
Missing 0
Table 11 (B)
What are the strengths of Petromin?
N %
Best service quality 1 1.0%
Better Communication 1 1.0%
Customer Satisfaction 1 1.0%
Good 1 1.0%
Good Service 2 2.0%
Good service and 1 1.0%
Communication
Good service and 1 1.0%
products
Good services 1 1.0%
Good staff 2 2.0%
Good staff and products 1 1.0%
quality
Great products while 1 1.0%
washing
Great service, 1 1.0%
I don't know 1 1.0%
I dont know 1 1.0%
It provides stronger lm 1 1.0%
strength at higher
temperatures over a
conventional gear oils.
46
Long term and quality 1 1.0%

products
Lubricant quality 1 1.0%
Lubricants 4 4.0%
Lubricants and service 1 1.0%
Lubricants and services 1 1.0%
Lubricants quality 1 1.0%
Na 1 1.0%
NA 1 1.0%
No delay in any work 1 1.0%
Not a regular customer 1 1.0%
so can't comment on that
Offering quality service 1 1.0%
Petromin staff, service 1 1.0%
and machinery use for
car wash.
Product and service 1 1.0%
quality
Product quality 1 1.0%
Products 1 1.0%
Products and service 2 2.0%
quality
Products and services 2 2.0%
Products quality 1 1.0%
Products quality and 2 2.0%
service
Products, service and 1 1.0%
staff.
Professional ethics and 1 1.0%
good dealing
Professional Service and 1 1.0%
Product Service Quality.
Proper workflow 1 1.0%
Quality of lubricants 1 1.0%
Quality of products 1 1.0%
Quality of Work 1 1.0%
Quality products 1 1.0%
Quality service 1 1.0%
Quick work 1 1.0%
Service 10 10.1%
47

quality
quality
Service and staff 1 1.0%
Service quality 9 9.1%
Service quality and 1 1.0%
Products
Service, product and staff 1 1.0%
Service, products and 1 1.0%
staff members
Service, staff and quality 1 1.0%
of products
Services 1 1.0%
Services and products 1 1.0%
Staff 1 1.0%
STAFF 1 1.0%
Staff and product quality 1 1.0%
Staff and products 1 1.0%
Staff and service quality 2 2.0%
Staff, products and 1 1.0%
services
Staff, service and 1 1.0%
products
Staff, value and products 1 1.0%
There car shampoos 1 1.0%
Trained staff and 1 1.0%
products
The strengths of Petromin as respondents have highlighted are their service, quality and staff.
48
Q.27) What things other brands are doing that Petromin isn't doing?
Statistics
Table 12 (A)
What things other brands are doing that Petromin isn't
doing?
N Valid 99
Missing 0
What things other brands are doing that Petromin isn't

doing?
Table 12 (B)
N %
Add more products 1 1.0%
Additional Services 1 1.0%
Better communication 1 1.0%
Better Communication 2 2.0%
with people
Better service quality 1 1.0%
Brand awareness 1 1.0%
Competitive Pricing 1 1.0%
Customer waiting area 1 1.0%
service
Discounts 1 1.0%
EXPAND THEIR 1 1.0%
BRANCHES.
Expand their business 3 3.0%
Expand their network 3 3.0%
Expanding their branches 1 1.0%
in Lahore
Expanding their business 2 2.0%
Expanding their network 1 1.0%
Expansion of business. 1 1.0%
Express wash 1 1.0%
Good 1 1.0%
I dont know 1 1.0%
Increase their staff 2 2.0%
Keeping up to date with 1 1.0%
car maintenance record.
49
Making Connection with 1 1.0%

people.
Marketing 1 1.0%
More engagement on 1 1.0%
social media.
More services 1 1.0%
More Services 2 2.0%
N/A 2 2.0%
Na 1 1.0%
NA 1 1.0%
No comment 1 1.0%
No idea. 1 1.0%
None 15 15.2%
so can't comment on that
Nothing 2 2.0%
Nothing in my knowledge 1 1.0%
Nothing in my notice 1 1.0%
Nothing much 1 1.0%
Offer discounts 5 5.1%
Offer more services 3 3.0%
Offer more services and 1 1.0%
discounts
Offer promotions 1 1.0%
Offering more services 4 4.0%
Offers discounts 1 1.0%
Oil & Car 1 1.0%
Open petrol pumps, 1 1.0%
Petromin need to open
petrol pumps.
Operations are 1 1.0%
streamlined
Pertomin is doing much 1 1.0%
better then other brands
Pricing 1 1.0%
Promotions and 1 1.0%
Discounts
Quality products 1 1.0%
Retainship 1 1.0%
50
Sharing content on social 1 1.0%

media
Sharing more content on 1 1.0%
social media
Social media marketing 1 1.0%
They provide the best 1 1.0%
services
Some of the respondents have said none (15.1%) to this question, But others responded like
adding more services, expand their business
Q.28) Any suggestions and recommendations for petromin.
Statistics
Table 13 (A)
Any suggestions and recommendations for petromin.
N Valid 99
Missing 0
Table 13 (B)
Any suggestions and recommendations for petromin.
N %
Actively share content 1 1.0%
and engage on social
media.
Add more offering and 1 1.0%
expand business
expand more branches
expand network
open petrol station
Better time management 1 1.0%
Build social media 1 1.0%
networks
Competitive pricing 1 1.0%
Expand branches 1 1.0%
Expand Branches 1 1.0%
Expand business 3 3.0%
Expand business and do 1 1.0%
social media marketing
51
Expand network 3 3.0%

Expand networks 1 1.0%
Expand Petromin 1 1.0%
network in Lahore
Expand the business 1 1.0%
Expand your business 1 1.0%
Expand your network 1 1.0%
Good staff and excellent 1 1.0%
service
Hire more staff 6 6.1%
Hire more staff and 1 1.0%
expand their business
Hire trained staff 1 1.0%
I dont know 1 1.0%
Increase engagement on 1 1.0%
social media
Increase staff 1 1.0%
Increase staff and 1 1.0%
expand network
Increase the number of 1 1.0%
car slots
Increase the product line 1 1.0%
of Petromin
Introduce online queuing 1 1.0%
system
Keep it up 1 1.0%
Keep on increasing 1 1.0%
service
Keep same quality 1 1.0%
Keep up the good work 2 2.0%
Make more branches in 1 1.0%
Lahore
Make more branches of 2 2.0%
Petromin
More social media 1 1.0%
marketing is needed.
Na 1 1.0%
52
Need to improve their 1 1.0%

social media and
conventional marketing
campaigns so people
can aware about them
No 5 5.1%
NO 1 1.0%
None 3 3.0%
so can't comment on
that
Nothing 1 1.0%
Offer discounts 1 1.0%
Offer discounts and 1 1.0%
promotions
Offer more services 1 1.0%
Offer more services and 1 1.0%
expand network
Offer promotions and 1 1.0%
add more services
Offer promotions and 2 2.0%
discounts
and hire more staff.
Open petrol pump and 1 1.0%
expand business
Open Petrol Pump in 1 1.0%
Lahore
Open petrol pump in 2 2.0%
Pakistan
Open petrol pump in 1 1.0%
Pakistan and expand
network
Open petrol pumps 1 1.0%
Open petrol stations 1 1.0%
Open petrol stations in 1 1.0%
Lahore
Opening of Petrol Pump 1 1.0%
in Pakistan
Pricing Revision 1 1.0%
53
Product quality should 1 1.0%

be improved.
The respondents have given responses like open more branches, hire more staff, expand
business and open more petrol pumps in Pakistan.
Data Analysis: The questionnaire data shall be analyzed in SPSS software using descriptive
analysis, cross tabs, and correlation. The responses of 100 customers shall be analyzed and
then interpreted.
Petromin Address
Office #1, 4th Floor, Kingson Mall 9A/ K, Block K Gulberg 2,
Lahore, Punjab
Phone: (042) 35817519
Supervisor Contact: 0301-8279999
Wapda Town Address: Jamia Mosque D3, 9, WAPDA Town

Block D 3 Wapda Town Phase 1 Lahore, Punjab 54600
54
References
Alfeel, E., & Ansari, Z. A. (2019). The impact of social media marketing on consumer
purchase intention: Consumer survey in Saudi Arabia. Journal of Marketing and Consumer
Research, 56(1), 13-22.
Sudha, M., & Sheena, K. (2017). Impact of influencers in consumer decision process: the
fashion industry. SCMS Journal of Indian Management, 14(3), 14-30.
Vitalis, R. (2009). America's kingdom: Mythmaking on the Saudi oil frontier. Verso Books.
Yuliasih, M., Mohamed, M., Yusliza, M. Y., Saputra, J., Muhammad, Z., & Bon, A. T.
(2018). A Review of Purchases Intention, Marketing Mix and Brand Loyalty Literature:
Mini-Review Approach. Evaluation, 3.
55
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MBA RESEARCH PROJECT

MBA Research Project Fall 2022-2023

1. Khaliqa Ashfaq (F2021273001)

Supervisor: Miss Aysha Qayyum

Study on impact of social media marketing activities in customer

1-2 Topic selection and literature review

3-4 Developing research questions and hypotheses

5-6 Data collection and analysis

9-10 Revising and refining the results section

11-12 Writing the discussion and conclusion sections

13-14 Revising and editing the final draft

15-16 Finalizing and submitting the research paper

2. The Impact of Social Media Marketing on Consumer Retention: Consumer Survey in

Effectiveness of Social Media Customer Acquisition Customer Retention

 Increased brand awareness

Consumer acquisition: Customer acquisition refers to the process of acquiring new

Challenges Faced by Petromin:

Petromin Top 3 Competitors:

 : Castrol has been one of Petromin's top competitors. Castrol is a Private

 : TEXACO is perceived as one of Petromin's biggest rivals. TEXACO was

2. The Impact of Social Media Marketing on Consumer Retention: Consumer Survey in

I find interesting contents shown on social media about the

Using social media to search for

N Valid 99 Which social media tool you use to obtain

Missing 0 information about products/services/brands.

Mean 2.48 Table 4 (D)

Brand names tell me something about the quality of the products.

Strongly Agree 6 6.1%

Strongly Agree 48 48.5%

When shopping, I compare the

a. Multiple modes exist. The

The above table results show that 53.5%

Missing 0 Table 6 (H)

I have certain types of brands that I always buy.

N Valid 99 For car service which brand do you use.

Q. How can Petromin improve its service? Weaknesses.

Q. What are the strenghts of Petromin?

Q. Any suggestions and recommendations for petromin.

Does Petromin offers best quality products and service?

The table shows that 99% of the

Reliability and Validity

For car service which brand do you use. * Gender Crosstabulation

Case Processing Summary

Case Processing Summary

How often you visit 99 100.0% 0 0.0% 99 100.0%

Most probably people visit petromin once a month

I consider myself to be loyal to one brand of

Social media marketing

What makes you come back to Petromin Express again.

Good staff behavior and 1 1.0%

Value and lubricants 1 1.0%

How can Petromin improve its

But a machine for 1 1.0%

Make website 1 1.0%

Through engagement on 5 5.1%

Q,26) What are the strengths of Petromin?

Long term and quality 1 1.0%

Service and product 6 6.1%

What things other brands are doing that Petromin isn't

Making Connection with 1 1.0%

Sharing content on social 1 1.0%

Expand network 3 3.0%

Need to improve their 1 1.0%