Customer satisfaction @ bharat gas project report mba marketing

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Customer satisfaction @ bharat gas project report mba marketing

Customer satisfaction @ bharat gas project report mba marketing

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  • 1. SHREEPATIGONDA GAS AGENCY INDI BABASAB PATIL 1
  • 2. SHREEPATIGONDA GAS AGENCY INDI EXECUTIVE SUMMARY INDUSTRY PROFILEDo take some time off for a brief interlude with the past, as we take you back in time to theevolution of Bharat Petroleum Corporation Limited. A new chapter in the history of Indianindustry. Petroleum (derived from Latin Petra - rock and oleum - oil) first came up in wellsdrilled for salt. People found it useful as illuminating oil and the demand for it steadilyincreased. The development and promotion of efficient kerosene-burning appliances forlighting and cooking was an important part of kerosene selling activity the companyintroduced LPG as a cooking fuel to the Indian home in the mid-1950s. And all along, it wentbeyond selling petroleum, An agreement to build a modern refinery at Trombay, Bombaywas signed between the Burmah Shell group of companies and the Government of India on15th December 1951.The Gas Industry plays very important role because it is very essential for every human beingSo that there are four company like Bharat gas, Hindustan gas, Indian gas and reliance gas etcthe almost all the people are using the gas for cooking and for the vehicles The companiesand the government has made some rules for the new connections that the rules the shouldhave the ration card and the identity card or voter cardIf he submit the above document zerox if the distributor is having the one-way he will givethe connection on the same day. if the distributer is not having the one-way the he willmaintain the wating list of the new connections BABASAB PATIL 2
  • 3. SHREEPATIGONDA GAS AGENCY INDI Company profileBharatgas from Bharat Petroleum has dominated the LP Gas market in India for over threedecades. Today, 25 million homes in India, wake up each morning to enjoy "the cup thatcheers" prepared on Bharatgas. Similarly, hundreds of commercial and industrialestablishments start their day, confident and secure, having entrusted their LP Gas needs toBharat Petroleum.A pioneer in more ways than one, Bharatgas has brought many innovative offerings to thecustomers. To name a few: • Easy access to customers through various modes including online access • Home delivery of cylinders • Value added services to customers by venturing into allied business to meet consumers household needs • LP Gas supplies through pipeline to mega residential complexes Bharatgas - where innovation is a way of life!!!NEED FOR THE STUDY:The main purpose of the study is to understand the satisfaction of customers towards aftersales services of shreepathgouda gas agency which will help the company to make propermarketing strategy to render good services and satisfy the needs of the customers. The studywill help the company to make proper strategies and emphasize on their weaker areas BABASAB PATIL 3
  • 4. SHREEPATIGONDA GAS AGENCY INDIOBJECTIVES OF THE STUDY:  To understand the efficiency and effectiveness of existing services at shreepatigouda gas agency Indi  To know the customers opinion with regard to after sales service of their gas delivery  To know the satisfaction of customer with regard to post sales services.  To identify the factors which affects improvement and development in rendering serviceSCOPE OF THE STUDY:  The study will help the company to know their efficiency and effectiveness of existing services.  The company can find out the impact of service in developing new customers.  The study will help the company to make proper marketing strategy for their weaker areas.  The study covers the customers of shreepatigouda gas agency indi town BABASAB PATIL 4
  • 5. SHREEPATIGONDA GAS AGENCY INDIRESEARCH METHODOLOGY:Data source Primary (field survey) Secondary (Internet, Catalogues, Broachers.)Area of research IndiResearch Approach Survey MethodResearch Instrument QuestionnaireSample Unit All existing and potential customersSampling Method Random samplingSample Size 100 unitsData Analysis: SpssLIMITATIONS OF THE STUDY: Not single work is exception to the limitations every work has got its ownlimitations, so due to time constraint, my study confines only to indi town and it is notpossible to make extensive study. It is assumed that the sample selected represents entirepopulation. a. Because of time constraint, my study confines only to Indi town and it is not possible to make extensive study. b. By busy schedule of the executives it is difficult to extract more information from them. c. Unwillingness of gas owners has left us to make random conclusions. BABASAB PATIL 5
  • 6. SHREEPATIGONDA GAS AGENCY INDI MAJOR FINDINGS⇒ 26% of the respondents say that they refill the cylinder in 20-30 days.14% of the respondents say that they refill the cylinder in 30-50 days.50% of therespondents say that they refill the cylinder in 50-60 days and While 10% of them saythat they refill the cylinder above 60 days.=> 35% of the respondents are booking their cylinders by meeting personally andWhile remaining 65% is booking their cylinder by phone⇒ 10% of the respondents are says that the dealer deliver the cylinder on same day, 51% of them says that dealer delivers the cylinder on 1 – 2 days, 29% of them says that dealer deliver the cylinder on 2 – 3 days, and While 10% of them says that dealer deliver the cylinder on 4 – 6 days.⇒ 3% of the respondents are in favor that the delivery men deliver the cylinder to out door, 70% of the respondents are in favor that the delivery men deliver the cylinder to kitchen. 20% of the respondents are in favor that the delivery men deliver the cylinder to store room, While remaining 7% of them are in favor⇒ 95% of respondents are says that the delivery men does not charge extra amount other then billed amount and Nearly 5% of the respondents are says that the delivery men charge 5 – 10 Rs extra amount other then billed amount.⇒ 80% of the respondents are in favour of very good over all performance of shreepatigouda gas agency , 10% of them are in favour of good performance and from the analysis 10% of them are in favour of neither good/bad over all performance of shreepatigouda gas agency. BABASAB PATIL 6
  • 7. SHREEPATIGONDA GAS AGENCY INDI CONCLUSIONLess than anticipated growth in the face of intensifying competition and rising costs canhardly be expected to get the company foaming.Shreepatigouda gas agency is exclusive showroom and it is a well known service provider forBharat gas and they are well established in providing satisfactory after sales services to itscustomers.By seeing the observations most of the customers are having positive perception towardsShreepatigouda gas agency and are satisfied with its services such as Availability of Timelyand safe delivery, Staff support, Trained Mechanics etc. BABASAB PATIL 7
  • 8. SHREEPATIGONDA GAS AGENCY INDI BABASAB PATIL 8
  • 9. SHREEPATIGONDA GAS AGENCY INDIINTRODUCTION OF STUDYThe study was to gain improved understanding of the forces and factors present in after-salesactivities, and the role of these in enhancing or endangering business. The objective was togain a better understanding of how a supplier could successfully manage its "customer care"activities in the dynamic Gas market. The term, "care" is used extensively in the study as adoorway into the world of after sales activities as well as an organizing construct forinterpreting what was found. The concept of care includes activities related to maintenanceand preventive maintenance. It additionally includes services that can link back to helpenhance pre-existing capabilities for delivery of products or systems. Processes and measuresof customer satisfaction and loyalty provide two critical aspects of the study.The importance of the concept of care and the actions that define it were found to be criticallyimportant for a customers total satisfaction. The importance of the care phase in the totalcustomer process was found to increase as the customer relationship matures.This work, arrived out to implement this idea, illustrates that there is a great, unrealizedpotential, particularly in the creation of a viable model of after sales customer care able toaccommodate the complexity of contemporary business development. BABASAB PATIL 9
  • 10. SHREEPATIGONDA GAS AGENCY INDIIndustry profile BABASAB PATIL 10
  • 11. SHREEPATIGONDA GAS AGENCY INDI BABASAB PATIL 11
  • 12. SHREEPATIGONDA GAS AGENCY INDI Shri. Ashok SinhaChairman & Managing DirectorShri. S. RadhakrishnanDirector (Marketing)Shri. R. K. SinghDirector (Refineries)Shri. S. K. JoshiDirector (Finance)Shri S. MohanDirector (Human Resources)Prof. S. K. BaruaDirectorProf. A. H. KalroDirectorMs. Rama BijapurkarDirectorProf. N. VenkiteshwaranDirectorShri T. BalakrishnanPrincipal Secretary(Industries & Commerce),Government of KeralaShri P. K. SinhaAdditional Secretary & Financial Advisor,Ministry of Petroleum & Natural Gas BABASAB PATIL 12
  • 13. SHREEPATIGONDA GAS AGENCY INDICompany vision and missionOur VisionTo become market leaders in Customer Service with the highest customer satisfaction index,and the highest safety standards.Our MissionTo make Bharat gas a dominant brand in the segments we market, by becoming trendsettersin Customer Service, Safety and Quality.Bharat Petroleum - Energizing LivesBharat Petroleum, one of the single digit Indian representatives in the Fortune 500 & Forbes2000 listings, BPCL is often referred to as an "MNC in PSU garb". An ardent pursuer ofqualitative excellence and a pioneer in marketing initiatives, employs the "Best in Class"practices, for maximization of customer satisfaction.With a turnover of USD 27 billion and a net worth of over USD 2 billion, it is an Oil Giant inIndia. It markets the full range of petroleum products (throughput of 24 million tonnes during2006-07) and has an all-India presence through 2 refineries, 133 Oil installations & depotsand 48 LP Gas bottling plants. Its extensive marketing network comprises of around 7,400retail outlets, over 2150 LPG distributors & 1000 SKO/LDO dealers.Over the years, Bharat Petroleum meeting the challenges of the rapidly changingenvironment, has led the changes in the marketing of products and services. In all thesechanges, only one factor has remained constant and has been the source of Bharat Petroleumsstrength and inspiration for any future innovations - Bharat Petroleums People.Bharat Petroleum has always been on the forefront of harnessing technology initiatives for BABASAB PATIL 13
  • 14. SHREEPATIGONDA GAS AGENCY INDImaximizing efficiency and achieving greater customer satisfaction.Bharat Petroleum - constantly providing value to stake holders!BharatgasBharatgas from Bharat Petroleum has dominated the LP Gas market in India for over threedecades. Today, 25 million homes in India, wake up each morning to enjoy "the cup thatcheers" prepared on Bharatgas. Similarly, hundreds of commercial and industrialestablishments start their day, confident and secure, having entrusted their LP Gas needs toBharat Petroleum.A pioneer in more ways than one, Bharatgas has brought many innovative offerings to thecustomers. To name a few: • Easy access to customers through various modes including online access • Home delivery of cylinders • Value added services to customers by venturing into allied business to meet consumers household needs • LP Gas supplies through pipeline to mega residential complexes • An innovative solution to reach LP Gas supplies to rural and remote areas through the "Rural" Marketing Vehicle • Revolutionizing the metal cutting & brazing industry with the new product - Bharat Metal Cutting Gas. Bharatgas - where innovation is a way of life!!!Awards & Accolades BABASAB PATIL 14
  • 15. SHREEPATIGONDA GAS AGENCY INDIWinners of Oil Industry Safety Award for the yearsFrom 1992 to 2006 the BPCL has won the safety award for oil industryOil Industry Safety Awards were instituted in order to inculcate competitivenessamong oil companies to improve their safety performance.Safety performance of the competing organizations / installations is evaluated with the helpof a new criteria developed at OISD which takes into consideration, the total loss concept i.e.fatalities, fires, lost time, direct & indirect losses etc. and also the hazard potentials.Other AwardsKhurda LPG Plant :-Received Orissa State Safety Award on Best performance in safety & environment byDirector of Factories & Boilers, Orissa on 24.05.2003Khurda LPG Plant :- Received Orissa State Safety Award on Lowest weighted frequency rate of accident byDirector of Factories & Boilers, Orissa on 27.11.2004Khurda LPG Plant :-Received Orissa State Safety Award on Lowest weighted frequency rate of accident byDirector of Factories & Boilers, Orissa on 18.12.2006Kolkata LPG Territory :- BABASAB PATIL 15
  • 16. SHREEPATIGONDA GAS AGENCY INDIReceived the Certificate of appreciation in the Greentech Environment Awards in 2007Jaipur LPG bottling plant :-Received the safety award from British Safety Council for the year 1991 in recognition andcommendation of services rendered in the cause of safety. Kurnool LPG Territory :-It has been awarded ?The certificate of commendation" by Kurnool District ConsumersProtection Council for the services provided to the customers consecutively for the years2001-02 and 2002-03. Roorkee Territory distributor M/s. Pushpak Gas Service, Hardwar was facilitated by ?Vishva Upbhokta Sangathan, Saharanpur? for ?Uttam Grahak Seva? in a function held atHardwar.Wai LPG Plant have been awarded "Certificate of Merit" for "Meritorious performancein Safety in the Maharastra Safety Awards Competition - 2002".Solapur LPG Plant have been awarded "Certificate of Merit" for "Meritoriousperformance in Safety in the Maharastra Safety Awards Competition - 2002".Wai Territory received awards from National Safety Council? Maharashtra Chapter forMeritorious performance in Industrial Safety as under :Maharashtra Safety Award - 2002.Maharashtra Safety Award - 2003.Maharashtra Safety Award - 2004.Maharashtra Safety Award - 2005.Maharashtra Safety Award - 2006.Jalgaon Territory won the following awards: BABASAB PATIL 16
  • 17. SHREEPATIGONDA GAS AGENCY INDIMaharashtra Safety Award By National Safety Council For Year 2006.Maharashtra Safety Award By National Safety Council For Year 2005.Maharashtra Safety Award By National Safety Council For Year 2004.Maharashtra Safety Award By National Safety Council For Year 2003.Maharashtra Safety Award By National Safety Council For Year 2002.Runner Up ? Customer Choice Award For The Year 2001-02.Surat Territory:-It has bagged the ?Certificate of Appreciation? for the year 2005 from Gujarat State SafetyCouncil under Category II group of Industries.Jhansi Territory :-Received the prestigious Bharatiya Rastriya Suraksha Parishad, Suraksha Puraskar- 2003 onthe basis of evaluation of Performance for the Past three years 2000-2003.Piyala Territory :-Received the Special prize in Petrotech 2007 photo exhibition.Piyala Territory won the Greentech environment excellence silver award 2007.Allahabad Territory :-Received a citation from Forest Dept, Govt of Uttar Pradesh for having planted 5000 trees ona single day inside Allahabad LPG Plant on 31st July 07.Lalru LPG Plant :- BABASAB PATIL 17
  • 18. SHREEPATIGONDA GAS AGENCY INDIReceived the Safety Award for the Year 2005 from Directorate of Factories, Punjab & PunjabIndustrial Safety Council.Lalru LPG Plant Safety Award for the Year 2006 from Directorate of Factories, Punjab& Punjab Industrial Safety Council.Udaipur LPG Plant Awarded The Best Industrial Unit Of Mewar Region By ChamberOf Commerce For The Year 2003-04.Udaipur LPG Plant Awarded The Best Industrial Unit For Environment ConservationBy Rotary Club Udaipur For The Year 2003-04.Chennai LPG Plant employee, Mr.S.K.Manikavasagam was awarded with ?UyarndhaUzhappalar? i.e. Best Worker award from the Factories Department Govt. of Tamil Nadu forthe year 2003-04.Bangalore LPG Plant awarded Best Safe Plant ? II Prize by Govt. of Karnataka,Ministry of Labour, Dept.of Factories & Boilers for the year 2006.Tuticorin LPG - Following staff won awards in the competition conducted by NationalSafety Council- Tamilnadu chapter:Mr.P.K.Arumugaperumal, won II prize in Slogan competition- (Tamil)Mr.G.Thitunavukkarasu won consolation prize in Slogan competition (English).The Journey of Bharat petroleum corporation limited BABASAB PATIL 18
  • 19. SHREEPATIGONDA GAS AGENCY INDI Glorious Heritage• Early History - Dawn of a New Era Do take some time off for a brief interlude with the past, as we take you back in time to the evolution of Bharat Petroleum Corporation Limited. A new chapter in the history of Indian industry. Petroleum (derived from Latin Petra - rock and oleum - oil) first came up in wells drilled for salt. People found it useful as illuminating oil and the demand for it steadily increased. Samuel Kier, a Pittsburgh druggist, bottled and marketed Petroleum as medicinal cure. To market a deodorised variant, he designed the first primitive refinery in 1852, which was a huge improvised kettle, connected to a metal tank. Colonel Edwin Drake and Uncle Billy Smith drilled a well with the specific objective of finding oil, and on 27th August 1859, they struck oil at Titusvale, in North Western Pennsylvania, USA, at a depth of 69.5 ft.• From Nothing to Gold The 1860s saw vast industrial development. A lot of petroleum refineries also came up. An important player in the South Asian market then was the Burmah Oil Company. Though incorporated in Scotland in 1886, the company grew out of the enterprises of the Rangoon Oil Company, which had been formed in 1871 to refine crude oil produced from primitive hand dug wells in Upper Burma. The search for oil in India began in 1886, when Mr. Goodenough of McKillop Stewart Company drilled a well near Jaypore in upper Assam and struck oil. In 1889, the Assam Railway and Trading Company (ARTC) struck oil at Digboi marking the beginning of oil production in India. BABASAB PATIL 19
  • 20. SHREEPATIGONDA GAS AGENCY INDI While discoveries were made and industries expanded, John D Rockefeller together with his business associates acquired control over numerous refineries and pipelines to later form the giant Standard Oil Trust. The largest rivals of Standard Oil - Royal Dutch, Shell, Rothschilds - came together to form a single organisation: Asiatic Petroleum to market petroleum products in South Asia. In 1928, Asiatic Petroleum (India) joined hands with Burmah Oil Company - an active producer, refiner and distributor of petroleum products, particularly in Indian and Burmese markets. This alliance led to the formation of Burmah-Shell Oil Storage and Distributing Company of India Limited.• The Pioneering Spirit - Burmah Shell Marketing A pioneer in more ways than one, Burmah Shell began its operations with import and marketing of Kerosene. This was imported in bulk and transported in 4 gallon and 1 gallon tins through rail, road and country craft all over India. The company took up the challenge of reaching out to the people even in the remote villages to ensure every home had its supply of kerosene. The development and promotion of efficient kerosene-burning appliances for lighting and cooking was an important part of kerosene selling activity. With motor cars, came canned Petrol, followed by service stations. In the 1930s, retail sales points were built with driveways set back from the road; service stations began to appear and became accepted as a part of road development. After the war Burmah Shell established efficient and up-to-date service and filling stations to give the customers the highest possible standard of service facilities. On 15th October 1932, when civil aviation arrived in India, the company had the honour of fuelling J.R.D. Tatas historic solo flight in a single engined de Havillian Puss Moth from Karachi to Bombay (Juhu) via Ahmedabad. Thirty years later, i.e. in 1962, Burmah Shell BABASAB PATIL 20
  • 21. SHREEPATIGONDA GAS AGENCY INDI again had the privilege to fuel JRD Tatas re-enactment of the original flight. Burmah Shell also fuelled flying boats, which carried airmail at slightly higher rates than sea transport, at several locations. As a true pioneer would, the company introduced LPG as a cooking fuel to the Indian home in the mid-1950s. And all along, it went beyond selling petroleum, to educate the customer. Besides selling Bitumen, the company pioneered desert road construction, training road engineers. It provided free technical services to industrial customers - big and small - and it became a part of the companys culture.• On Stream - The Burmah Shell Refinery An agreement to build a modern refinery at Trombay, Bombay was signed between the Burmah Shell group of companies and the Government of India on 15th December 1951. Burmah Shell Refineries Limited was incorporated as a private limited company under the Indian Companies Act on 3rd November 1952, and work began on the marshland of Trombay at Bombay. Man and machine worked relentlessly, and soon the swamps gave way to towers and tanks of steel, and miles of pipeline. The refinery on 454 acres of land at village Mahul went on-stream on 30th January 1955, one year ahead of schedule. Dr. S. Radakrishnan, Vice President of India, declared the 2.2 MMTPA (Million Metric Tonnes Per Annum) Refinery open on 17th March 1955. It was then the largest refinery in India then. With this infrastructure, free India moved one step closer to self-reliance.• From Burmah Shell to Bharat Petroleum On 24th January 1976, the Burmah Shell Group of Companies was taken over by the Government of India to form Bharat Refineries Limited. On 1st August 1977, it was renamed BABASAB PATIL 21
  • 22. SHREEPATIGONDA GAS AGENCY INDI Bharat Petroleum Corporation Limited. It was also the first refinery to process newly found indigenous crude (Bombay High), in the country. Shaping the Future The core strength of Bharat Petroleum Corporation Limited has always been the ardent pursuit of qualitative excellence for maximisation of customer satisfaction. Thus Bharat Petroleum, the erstwhile Burmah Shell, has today become one of the most formidable names in the petroleum industry. Bharat Petroleum produces a diverse range of products, from petrochemicals and solvents to aircraft fuel and speciality lubricants and markets them through its wide network of Petrol Stations, Kerosene Dealers, LPG Distributors, Lube Shoppes, besides supplying fuel directly to hundreds of industries, and several international and domestic airlines.• Dynamic Growth Post Nationalisation Following Nationalisation in 1976, Bharat Petroleum changed gears and embarked upon a rapid growth path. Turnover, profitability and financial reserves grew by leaps and bounds. Massive expansion and modernisation provided a tremendous boost to the companys performance. Large-scale recruitment and training became critically important to meet the demands of expansion.• The Winds of Change - A Transformed Organisation Emerges Opening up of the Indian economy in the nineties brought with it more competition and challenges, kindled by the phased dismantling of the Administered Pricing Mechanism (APM) and emergence of additional capacities in the region in refining and marketing. In 1996, Bharat Petroleum went through a process of visioning, involving people at all levels, which evolved a shared vision and a set of shared values. Based on this, the company restructured itself, in a proactive move to adapt to the emerging competitive scenario. The BABASAB PATIL 22
  • 23. SHREEPATIGONDA GAS AGENCY INDI function-based structure was carefully dismantled and replaced with a process-based one. This made the company more responsive to its customer needs. Bharat Petroleum realises that, in the long run, success can only come with a total reorientation and change in approach with the customer as the focal point. Today, Bharat Petroleum is restructured into a Corporate Centre, Strategic Business Units (SBUs) and Shared Services and Entities. The organisational design comprising of five customers facing SBUs, viz. Aviation, Industrial and Commercial, LPG, Lubricants and Retail and one asset based SBU, viz. Refinery, is based on the philosophy of greater customer focus. The Planned Approach Increasing globalisation, new products and services, and innovative marketing have resulted in a very market savvy consumer. The production-based success philosophy of marketers has now been replaced by a customer-oriented philosophy. Bharat Petroleum has taken cognisance of this situation well in time and has been taking radical steps to keep itself attuned to the changing times, realising that the future belongs to those who listen and adapt to their customers.• Strategy Development Bharat Petroleum recognises that all strategic initiatives must conform to the overall vision ofthe Corporation and improvethe economic value. The Strategy Development effort at the corporate level achieves better focus in the new organisational structure, besides facilitating the SBUs in developing their respective strategies that lead to an integrated Corporate Strategy. A Business Planning process has been put in place that not only provides opportunities for the SBUs to pursue their visionary goals in consonance with the Corporate BABASAB PATIL 23
  • 24. SHREEPATIGONDA GAS AGENCY INDI Vision, but also continuously monitors trends and identifies strategic opportunities for the Corporation.• Brand Management In the highly competitive scenario, it has become imperative to own dominant brands. The Brand Management team at Bharat Petroleum endeavours to build and manage a strong brand image reflecting Bharat Petroleums core values of being INCARE, viz. INnovative, CAring and REliable. Emphasis is laid on continuously understanding customer behaviour, tracking their changing needs and expectations, and meeting these needs in the most cost-effective manner.• Research and Development Research and development Centre Always on the forefront to innovate, Bharat Petroleum is making distinct efforts towards Research and Development (R and D). Besides the R and D facilities at the Refinery and the Product Application Development Centre in Sewree in Mumbai, a new state-of-the-art RandD Centre is being set up near Delhi. The R and D Centre is being organised around three core groups - Process and Technology Development, Product Application Development and Environmental Engineering. A total outlay of Rs.3,000 million has been planned to be spent in three phases up to the year 2003-04 on this project. Technological Edge BABASAB PATIL 24
  • 25. SHREEPATIGONDA GAS AGENCY INDIBharat Petroleum has always been on the forefront of harnessing technology initiatives forBPCL has been on forefront in harnessing technology. maximising efficiency and achievinggreater customer satisfaction.Bharat Petroleum is the first Public Sector Oil Company to implement EnterprisewideResource Planning (ERP) solutions - SAP. The implementation project known as ENTRANS(Enterprisewide Transformation) has been awarded the SAP Star Implementation Award,with Bharat Petroleum having the distinction of executing the largest and the most ambitiousSAP project in India. The challenge of SAP implementation was to ensure that all theintegrated elements (of the complex multi-modular integrated solutions that impact the entireworkflow of the organisation) work seamlessly across the length and breadth of the country,including the remote locations. Providing online connectivity in these remote locations, giventhe full-fledged IT network infrastructure, was in itself a daunting task.Bharat Petroleum is reaping the benefits of the integrated system in many areas of itsoperations. The early gains of implementation are in the areas of tracking customer-receivables, monitoring credit-management, inventory management, besides easing theoperations in a large number of areas.Furthermore, Bharat Petroleum has also set up one of the biggest Centres of Excellence inAsia to provide online support to the end users and also work towards continuousimprovement in business processes and handle product upgrades and new generationproducts.With SAP as the IT backbone, Bharat Petroleum plans to take advantage of the Internet basedcapabilities along the entire value chain with a Customer Relationship Management solution.A large data warehouse project has also been implemented, which facilitates access to real-time accurate information on key performance indicators at all Bharat Petroleum locations. BABASAB PATIL 25
  • 26. SHREEPATIGONDA GAS AGENCY INDI This enables the management to take strategic and business decisions, thus ensuring value- added services, better customer satisfaction and enhanced shareholder value. People Above Oil Over the years, Bharat Petroleum continues to meet the challenges of the rapidly changing environment, leading to changes in the marketing of products and services. In all these changes, only one factor has remained constant and has been the source of Bharat Petroleums strength and inspiration for any future innovations - Bharat Petroleums People. The feeling of ownership has facilitated all employees to understand the complexity of the market and needs of the customers, and respond to these needs with innovative initiatives and offerings. For Bharat Petroleum, commitment of its employees is a critical resource. Fully realising that only a happy employee will put his best foot forward with the customers, Bharat Petroleum has taken many steps to make the organisation a great place to work. In a survey conducted by Hewitt Associates for the January 2001 issue of Business Today magazine to identify the best employers, Bharat Petroleum was ranked among the top ten employers in India. The objective of the study was to find out which companies had really charged the emotional and intellectual energy of their employees. The other companies who were selected were Infosys, Hewlett-Packard, P and G, ICICI, Hughes, LG, HLL, Compaq and Asian Paints. Bharat Petroleum fosters effective value-based HR processes for development of people and their organisational capabilities with a view to provide them with a competitive edge and also to realise their personal vision in tandem with the corporate vision. The thrust areas include:• Performance Management which links business goals with individual performance goals• Recognising competencies and capabilities of the staff through Competency Modelling to help identify and place the right person in the right job BABASAB PATIL 26
  • 27. SHREEPATIGONDA GAS AGENCY INDI• Identifying competency gaps and bridging such gaps through appropriate training and developmental programmes• Multi-skilling to encourage employees to take up new initiatives in the areas of Enhanced Fuel Proposition, Add-on Stores, One Stop Truck Shops, Grocery and Fast Food Stores. Bharat Petroleum has been conferred the National HRD Award - 2000 by National HRD Network for making Outstanding Contribution to HRD. At the National Petroleum Management Programme (NPMP) on Excellence in Creativity and Innovation (1999-2000), Bharat Petroleum employees bagged all the three awards in the individual category, along with four certificates of recognition in the team category. Industrial LPG LPG touches our lives in so many ways although we are unaware of it. From housing to health, from garments to glass, from livestock to hospitality, “Bharatgas” plays its role along the way, bringing your products that are superior, durable and simply the best. • Crispy Biscuits & Confectionery • Poultry • Textile Industry • Steel • Pharmaceuticals • Glass • Hotel Industry • Reticulated Piping • Paint drying • Dal mill • Goldsmith’s favourite Crispy Biscuits & Confectionery BABASAB PATIL 27
  • 28. SHREEPATIGONDA GAS AGENCY INDILPG is widely used to manufacture Crisp Biscuits, Soft Bread, Fluffy Pastries, Light Khari,Spongy Cakes and all types of cream and bakery products of super quality. Precision controlof temperature and low sulphur content in LPG makes the product palatable and passes allStatutory tests for human consumption.PoultryDon’t count your chickens before they are hatched, but with Bharatgas you can.With Bharatgas you get uniform and localized heating during the first five weeks both duringsummer and winter.The advantages of LPG in chicken brooding areBetter heat control. • Rapid drying of litter. • The power failures in rural areas is very high resulting in heat failures, but with LPG as the source of fuel this risk is eliminated. • Direct view of chicks; the heaters don’t take any floor area. • Very low LPG consumption of approx. 60 gms per hour or 50 paise per bird in winter.Textile Industry BABASAB PATIL 28
  • 29. SHREEPATIGONDA GAS AGENCY INDIHas it ever occurred to you that to produce the textiles you’re wearing, LPG plays asignificant role.The four main steps in the production of textile fabric: • Preparation of fabric • Spinning • Weaving • Finishing which includes Singeing, Bleaching, Dyeing, Printing, Calendering etc. Each of these processes requires a heating source. Steam though mostly used is not hot enough for certain operations so LPG or electricity is usually needed in the Finishing process. LPG is better because the heat is more concentrated. The reflectors do not have to be polished and heaters do not burn out.SteelNow let us look at Bharatgas role in the steel industry and here too, once again Bharatgassteals the show.Heat treatment of metals normally refers to any process involving heating and cooling of thesolid metal with the aim of modifying its physical properties but without the intention ofchanging its chemical composition. Bharatgas easily meets these requirements so steel giantslike Jindal have stuck to Bharatgas over the years for all their fuel needs.Pharmaceuticals Just what the doctor ordered “Bharatgas” from Bharat Petroleum. BABASAB PATIL 29
  • 30. SHREEPATIGONDA GAS AGENCY INDILPG is used to join glass components to form a single object. Bharatgas is preferred becausea clean flame is obtained which can be adjusted to the desired size and shape useful in theproduction of ampoules.GlassIn the summer heat when you reach for a thirst quencher, remember Bharatgas has gone intomaking the bottles that hold these great refreshers.As seen here re-heating of meltedglassware in a special furnace is done before shaping operations. When making complicatedshapes the glassware may have to be reheated several times to keep it malleable. LPG isgenerally used because the firing rate is not very high and combustion must be free of cHotel IndustryThe cup that cheers, the meal that satisfies, the mouth watering delicaciesThanks to “Bharatgas” Bharatgas is associated with top brand names in the hotel industrylike Taj. Normally 90% of hotel use Bharatgas for cooking of food. No matter what youserve, Continental, Chinese, Moghlai, Italian or Russian - a variety of menus to suit varioustastes but the preferred choice and trusted cooking medium “Bharatgas”Reticulated Piping BABASAB PATIL 30
  • 31. SHREEPATIGONDA GAS AGENCY INDILPG at the turn of a tap – so quick, so convenient. Cooking was never easier. Thanks to thereticulated piped gas available in several homes today, Bharatgas is available at the turn of atap. It ensures increased safety and valuable space saving in the kitchen. It eliminates cylinderrefill booking and handling. Saving of time and no need to block money for a 2nd cylinder.Paint dryingLPG application in paint drying has got distinct advantage over conventional drying ovens.The hot air is generated which is free from particulate matter, leaves no ash and temperaturecontrol is precise. The final quality of paint in the baking oven is uniform. The result isexcellent surface finish and gloss.Dal millThe conventional method of grain drying is process of sun - drying or passing of flue gasesthrough the bed of grain. The modern method of grain drying is by LPG Firing system whichimproves the drying process and also gives no. 1 quality of the grain. As the grains are ofedible quality, LPG does not leave any ash or carbon particles on the grains and does notproduce any foul odour on the finished surface thus fetching better market priceGoldsmith’s favourite BABASAB PATIL 31
  • 32. SHREEPATIGONDA GAS AGENCY INDILPG produces very powerful flame and can be as sharp as needle. This type of flame isrequired for goldsmith to make very fine gold / silver ornaments. The working atmosphereremains free from obnoxious gases and thus is conducive to the workmen.To match the individual needs of customers, various pack sizes have been madeavailable. • For Domestic kitchens - pack sizes of 14.2 kg. and 5 kg. cylindersFor Industrial / Commercial - pack sizes of 19kg, 35 kg. and 47.5 kg. as wellas bulk LPG COMPANY PROFILE BABASAB PATIL 32
  • 33. SHREEPATIGONDA GAS AGENCY INDI INTRODUCTION TO SHREEPATIGOUDA GAS AGENCYSERVICES OF SHREEPATIGOUDA GAS AGENCY:- Shreepatigouda gas agency is exclusive showroom for BHARAT GAS situated atbeerappa nagar indi which is covering 35 villages and also big towns like chadchan, almel,zalaki, mannur, and tamba It is having extension service counters at Chadchan, Zalaki, Horti, Almel, Agarkhed,Tamba, Atharga, Baradol, Devar Nimbaragi, Salotagi, Loni, Dhulkhed, to cover those areas,which are working under the guidance of shreepatigouda gas agency the main branch. It usespromotional activities such as periodical advertisement, safety awareness, new enrollments,social service events like Free health check up, Free eye camp and many more. Sales executives are playing important role in attaining the enquires of their customers,the present enquiry a purchasing ratio of customer is 9:1. Since shreepatigouda gas agency is the only big showroom the promotional activitiesconducted are not reaching effectively to customers of other talukas , it show that most oftheir sales are in and around bijapur district covering some areas of other talukas.Other business controlled and owned by the same owner: BABASAB PATIL 33
  • 34. SHREEPATIGONDA GAS AGENCY INDISharanu prabhu offset printers,indi Since 1986Shreepatigouda Gas Agency, Indi Since 2001Balaji petroleums indi Since 2004Balaji food agency Since 2005Balaji Estate Agency Since 2007Prabhu communications (Vodafone) Since 2008Prabhu traders indi Since 2009Sub agencies of Shreepatigouda Gas Agency:Head Office : IndiBranches • Chadchan, Zalaki, Horti, Almel, Agarkhed, Tamba, Atharga, Baradol, Devar Nimbaragi, Salotagi, Loni, Dhulkhed tamba.MAN POWER: • Workers 25 • Staff 6 • Service 2ACHEVEMENTS: BABASAB PATIL 34
  • 35. SHREEPATIGONDA GAS AGENCY INDI • Award for Highest connections enrollment of the year (2002) • Award for Best service and satisfaction of customer (2003) • Award (Best Delivery men and Mechanic) (2004) • Award for Highest sales in Beyond LPG (2005) • Best Distributor Award for Karnataka (2006) • Award ( Best counter Staff) (2007) • Award (Excellent performance in safety & Awareness) (2008) • Award for (Best Beyond LPG sales men & Delivery Men) (2009)ACTIVITIES: 1. Gas Connection Enrollment Scheme (2001) 2. Gas Connections Enrollment with finance . 3. Connection Enrollment @ 200/Month 4. Free Meals for Flood effected area. 5. Beyond LPG Mela 6. Commercail cylinder sales campaign 7. Free Health Check up Campaign 8. Vodafone launch at all villages of indi taluka. 9. Free Eye camp 10. Safety Awareness & Safety clinic (2001,02,04,05,07,08,09) 11. Save Fuel Campaign 12. Sampoorna Suraksha MonthADRESS FOR CONTACT: BABASAB PATIL 35
  • 36. SHREEPATIGONDA GAS AGENCY INDIshreepatigouda gas agency,.Sharanu prabhu bulding bijapur roadBeerappa nagar.indiBijapur Road.Indi- 586209Tel: (08359) 222140 / 225840/ Fax: 08359-225840.E-mail: prabhu946@hotmail.comINFRASTRUCTURE AVAILABLE IN PARTICULAR: BABASAB PATIL 36
  • 37. SHREEPATIGONDA GAS AGENCY INDICover Area 12000 sq ft Gas GodawanShow Room 4500 Sq ftNo. Of Show room Staff 6No. of Delivery Men 15No of Mechanics 2No of Drivers 4No. of Supervisors 4THERE ARE TWO MAIN DIVISIONS IN THE FIRM. THOSE ARE: • LPG Business • Beyond LPG BusinessDEPARTMENT PROFILE:There are mainly four departments in shreepatigouda gas agency. They are 1. Booking & Distribution Department. 2. Sales Department. 3. Service Department. 4. Accounts Department.1. Booking & Delivery Department: BABASAB PATIL 37
  • 38. SHREEPATIGONDA GAS AGENCY INDI Booking & Delivery department is headed by the sales Manager Mr Suni L. under him.Bookings In Charge Mr.Neelash.Billing & Processing Mr. Ajit.Delivery Head Mr. Ashok.Customer Care Executive Mr Sunil.2. Sales Department: Mr. Prabhu Biradar heads Service Department and under his guidanceSales Manger Sr. Mr. SunilSales Manger Mr. AnilCustomer Care Executive Mr. Vinay.3. Service Department: Mr. Abu Ahmed heads Service Department and under his guidanceComplaints Head Mr. Abu AhmedMechanic Riyaz AhmedCustomer care executive Mr. Vinay.4. ACCOUNTS DEPARTMENT: Mr. Prabhu Biradar heads Accounts Department and under his guidance BABASAB PATIL 38
  • 39. SHREEPATIGONDA GAS AGENCY INDIAccounts Manager Mr. Anil ThamshettiAccountants Mr. Basu KavadiJr.Accountant Mr. Samarth JoshiVARIOUS FACILITIES AVAILABLE AT SHREEPATIGOUDA GASAGENCY: Good infrastructure qualified and trained manpower, good customer service with safetyawareness and innovative ideas were key elements in making shreepatigouda gas agencysuccessful dealershipsFACILITIES AVAILABLE:SL. No Facilities & System Availability01 Good infrastructure YES02 Trained Man power YES03 Computerized Booking YES04 Computerized Billing YES05 Delivery through vehicles YES06 Safety Awareness Activities YES07 Feedback Analysis YES08 Customer Complaint Handling YES09 Customer care Management YES10 Hot Plate Service facility YESCOMPETITORSThe main competitors for Shreepatigouda gas agency are: 1. H P GAS. Sindagi 2. Indian Gas. Bijapur SWOT ANALYSIS BABASAB PATIL 39
  • 40. SHREEPATIGONDA GAS AGENCY INDISTRENGTHS:1) Bharat gas company achievements Metal cutting gas.2) The most economical gas in this segment.3) The company is well established.4) The decisions taken by them are quick and effective when concerned to changes in market.5) Presence of effective communication between company and dealers is one of the important strength.6) The company is technically well efficient with various modern technologies, which helps the company to face any challenge either from internal or external factors.7) The company has high goodwill in the market for their quality products.SHREEPATIGOUDA GAS AGENCY STRENGHTS:1) Good Showroom / Godwan2) Good support from the company.3) Good Impression from the customers .4) Good infrastructure5) Excellent Management/ Man Power & Service6) Huge area covering all villages & town of entire taluka.WEAKNESS: 1) Short supply from the company due to subsidy concern. 2) Increasing customer and requirement versus supply.OPPORTUNITIES: Can capture rural areas when they are going to launch their new sub agency. The dealers can go for diversification. BABASAB PATIL 40
  • 41. SHREEPATIGONDA GAS AGENCY INDI The dealers can conduct exchange promotional activities to increase its sales. Potential marker in low-income group and rural areas.THREATS: Ever changing market trends. Competition from other models. Globalization and privatization Any sudden change in Government policy may affect the sales. New incentive from competitors like price and quality. Change in market that is from seller’s market to buyers market. ORGANISATION CHART Owner Administoter Manager BABASAB PATIL 41 Sales Executives
  • 42. SHREEPATIGONDA GAS AGENCY INDIAccounts Booking & Delivery Sales Department ServicingDepartment Department Department Head Mechanics Delivery man Mechanics SAMPLING: Sample plan to know the customer satisfaction index of after sales service in this project is through personal interview. SAMPLE UNIT: I have taken the customers of shreepatigouda gas agency who are using gas. BABASAB PATIL 42
  • 43. SHREEPATIGONDA GAS AGENCY INDISAMPLING METHOD:I have used Non- probability sampling i.e. Random Sampling.Sample size for this project is 100 customers who are gas owners.RESEARCH DESIGN:• In this research design of this project the study was conducted by the survey method.• Taking sample of 100 customers owning gas by commencing sampling using the research instrument as the questionnaire.• Personal interview is considered as the sample plan.• For this project area of research is Indi town.DATA COLLECTION METHOD:I have collected the data from the following sources:A. PRIMARY DATA:  The data collected from the company persons.  QuestionnairesB. SECONDRY DATA: BABASAB PATIL 43
  • 44. SHREEPATIGONDA GAS AGENCY INDI  Interviewing with the owners of gas  Internet  Magazines, Catalogues, etc.MEASURING TOOLS:For preparing this project I have considered questionnaire as measuring tool for collecting thedata. BABASAB PATIL 44
  • 45. SHREEPATIGONDA GAS AGENCY INDIRESULTS AND DISCUSSION WITH GRAPHS AND CHARTS:1. How do you use to cook the food before purchasing a gas? Table-1 Frequency Percent Valid Electrical coil 42 42.0 Wood 35 35.0 Kerosene 23 23.0 Total 100 100.0 BABASAB PATIL 45
  • 46. SHREEPATIGONDA GAS AGENCY INDI The same information is presented in the form of diagrammatically as follows: Diagram-1 45 40 35 30 25 Percent 20 15 10 5 0 Electrical coil wood keroseneThe information presented in table3.1 reveals that:  42% of the respondents were using the electrical coil for cooking before purchasing the gas. 35% of the respondents were using the wood for cooking and remaining 23% of them were using the kerosene for the cooking before they purchasing the gas2) Which Company Gas do you use? Table-3.2 Frequency Percent Valid BPC 91 91.0 HPC 5 5.0 IOC 4 4.0 Total 100 100.0 The same information is presented in the form of diagrammatically as follows: BABASAB PATIL 46
  • 47. SHREEPATIGONDA GAS AGENCY INDIDiagram-3.2 100 90 80 70 60 50 Percent 40 30 20 10 0 BPC HPC IOCThe information presented in table3.2 reveals that:  91% of the respondents are using the B P C gas. 5% of the respondents are using the H P C gas and remaining 4% for the I O C gas3. How many Cylinders do you have?Table-3.3 Frequency Percent Valid ONE 69 69.0 TWO 31 31.0 Total 100 100.0 BABASAB PATIL 47
  • 48. SHREEPATIGONDA GAS AGENCY INDIThe same information is presented in the form of diagrammatically as follows:Diagram-3.3 70 60 50 40 30 Percent 20 10 0 One TwoThe information presented in table- 3.3 reveals that:  69% of the respondents are using single cylinder and While 31% of them are using double cylinders4. How often you Refill your Cylinder? Table-3.4 Frequency Percent Valid 20-30 days 26 26.0 30-50 days 14 14.0 50-60 days 50 50.0 Above 60 days 10 10.0 Total 100 100.0 BABASAB PATIL 48
  • 49. SHREEPATIGONDA GAS AGENCY INDIThe same information is presented in the form of diagrammatically as follows: Diagram-3.4 50 40 30 20 Percent 10 0 20-30 30-50 50-60 Above 60 Days Days Days Days The information presented in table3.4 reveals that:  26% of the respondents say that they refill the cylinder in 20-30 days. 14% of the respondents say that they refill the cylinder in 30-50 days.50% of the respondents say that they refill the cylinder in 50-60 days and While 10% of them say that they refill the cylinder above 60 days.5. How do you Book a Cylinder? Table-3.5 Frequency Percent Valid Personally 35 35 Phone 65 65.0 Letter 0 0 Sms 0 0 Ivrs 0 0 Total 100 100.0 BABASAB PATIL 49
  • 50. SHREEPATIGONDA GAS AGENCY INDIThe same information is presented in the form of diagrammatically as follows: Diagram-3.5 70 60 50 40 Percent 30 20 10 0 Personally Phone Letter SMS IVRSThe information presented in table3.5 reveals that:  35% of the respondents are booking their cylinders by meeting personally andWhile remaining 65% are booking their cylinder by phone6. How many days does dealer takes to deliver the Cylinder? Table-3.6 Frequency Percent Valid Same day 10 10.0 1 - 2 days 51 51.0 2 – 3 days 29 29.0 4 – 6 days 10 10.0 Total 100 100.0 BABASAB PATIL 50
  • 51. SHREEPATIGONDA GAS AGENCY INDIThe same information is presented in the form of diagrammatically as follows: Diagram-3.6 50 45 40 35 30 25 20 Percent 15 10 5 0 Same 1-2 Days 2-3 Days 4-6 Days DayThe information presented in table3.6 reveals that:  10% of the respondents are says that the dealer deliver the cylinder on same day, 51% of them says that dealer delivers the cylinder on 1 – 2 days, 29% of them says that dealer deliver the cylinder on 2 – 3 days and While 10% of them says that dealer deliver the cylinder on 4 – 6 days.7. Where does a delivery man deliver the Cylinder? Table 3.7 BABASAB PATIL 51
  • 52. SHREEPATIGONDA GAS AGENCY INDI Frequency Percent Valid Out door 3 3.0 Kitchen 70 35.0 Store room 20 20.0 Some where out 7 7.0 Total 100 100.0The same information is presented in the form of diagrammatically as follows: Diagram-3.7 70 60 50 40 Percent 30 20 10 0 Out Door Kitchen Store Room Some where OutThe information presented in table3.7 reveals that:  3% of the respondents are in favor that the delivery men deliver the cylinder to out door, 70% of the respondents are in favor that the delivery men deliver the cylinder to BABASAB PATIL 52
  • 53. SHREEPATIGONDA GAS AGENCY INDI kitchen. 20% of the respondents are in favor that the delivery men deliver the cylinder to store room, While remaining 7% of them are in favor that the delivery men deliver the cylinder to some where out.8. Does Delivery men Confirms the Weight of Cylinder?Table-3.8 Frequency Percent Valid Yes 74 74.0 No 26 26.0 Total 100 100.0The same information is presented in the form of diagrammatically as follows:Diagram-3.8 80 70 60 50 40 Percent 30 20 10 0 Yes NoThe information presented in table3.8 reveals that: BABASAB PATIL 53
  • 54. SHREEPATIGONDA GAS AGENCY INDI  74% of the respondents are says that the delivery men confirms the weight of cylinder and Nearly 36% of them are says that the delivery men does not confirms the weight of cylinder9. Does Cylinders which you get is adequate in quantityTable-3.9 Frequency Percent Valid Yes 90 90.0 No 10 10.0 Total 100 100.0The same information is presented in the form of diagrammatically as follows: Diagram-3.9 90 80 70 60 50 40 Percent 30 20 10 0 Yes NoThe information presented in table3.9 reveals that: BABASAB PATIL 54
  • 55. SHREEPATIGONDA GAS AGENCY INDI  90% of the respondents are says that the cylinder is adequate in quantity and Remaining 10% of the respondents are says that the cylinder is not adequate in quantity10. How much does delivery men charges extra other than billed amount?Table-3.10 Frequency Percent Valid Free 95 95.0 5 - 10 rs 5 5.0 10 - 20 rs 0 0.0 Total 100 100.0The same information is presented in the form of diagrammatically as follows:Diagram-3.10 BABASAB PATIL 55
  • 56. SHREEPATIGONDA GAS AGENCY INDI 100 90 80 70 60 50 Percent 40 30 20 10 0 Free 5-10 Rs 10-20 RsThe information presented in table3.10 reveals that:  95% of respondents are says that the delivery men does not charge extra amount other then billed amount and Nearly 5% of the respondents are says that the delivery men charge 5 – 10 Rs extra amount other then billed amount.11. How soon does Mechanic or Gas Dealer Respond Immediately in case of LeakageTable-3.11 Frequency Percent Valid 30 min 64 64.0 1 hour 6 6.0 1 day 30 30.0 Total 100 100.0The same information is presented in the form of diagrammatically as follows:Diagram-3.11 BABASAB PATIL 56
  • 57. SHREEPATIGONDA GAS AGENCY INDI 70 60 50 40 30 Percent 20 10 0 30 Min 1 Hour 1 DayThe information presented in table3.11 reveals that:  64% of the respondents are says that the mechanic or gas dealer respond immediately in case of leakage in 30 min.,6% of the respondents are says that the mechanic or gas dealer respond immediately in case of leakage in 1 hour and Nearly 30% of the respondents are says that the mechanic or gas dealer respond immediately in case of leakage in 1 day12. How do you rate the behaviour of counter staff/Deliverymen and MechanicTable-3.12 Frequency Percent Valid Very good 60 60.0 Good 14 10.0 Average 20 20.0 Poor 6 6.0 Very bad 0 0.0 Total 100 100.0The same information is presented in the form of diagrammatically as follows: BABASAB PATIL 57
  • 58. SHREEPATIGONDA GAS AGENCY INDIDiagram-3.12 60 50 40 30 Percent 20 10 0 Very Good Good Average Poor Very BadThe information presented in table3.12 reveals that:  60% of the respondents are in favour of very good behavior from the counter staff/delivery men and mechanic of shreepatigouda gas agency, 14% of them are in favour of good behavior and from the analysis 20% of them are in favour of average. and While 6% of them are in favour of poor behavior of the counter staff/delivery men and mechanic staff13. How often does agency conduct mandatory inspection?Table-3.13 Frequency Percent Valid 1 year 66 66.0 2 year 20 20.0 3 year 4 4.0 4 year 10 10.0 Total 100 100.0The same information is presented in the form of diagrammatically as follows:Diagram-3.13 BABASAB PATIL 58
  • 59. SHREEPATIGONDA GAS AGENCY INDI 70 60 50 40 30 Percent 20 10 0 1 Year 2 Year 3 Year 4 YearThe information presented in table3.13 reveals that:  66% of the respondents are in favour that the agency conduct mandatory in inspection once in a year,20% of the respondents are in favour that the agency conduct mandatory in inspection once in a two year, 4% of the respondents are in favour that the agency conduct mandatory in inspection once in a three year and While remaining 10% of of the respondents are in favour that the agency conduct mandatory in inspection once in a four.14. How do you rate overall Performance of Shreepatigouda Gas Agency?Table-3.14 Frequency Percent Valid Very Good 80 80.0 Good 10 10.0 Average 10 10.0 Poor 0 0.0 Very Bad 0 0.0 Total 100 100.0The same information is presented in the form of diagrammatically as follows: BABASAB PATIL 59
  • 60. SHREEPATIGONDA GAS AGENCY INDIDiagram-3.14 80 70 60 50 40 Percent 30 20 10 0 Very Good Good Average Poor Very BadThe information presented in table3.14 reveals that:  80% of the respondents are in favour of very good over all performance of shreepatigouda gas agency , 10% of them are in favour of good performance and from the analysis 10% of them are in favour of neither good/bad over all performance of shreepatigouda gas agency15. Do you want to migrate if new gas agency is allotted in this town?Table-3.15 Frequency Percent Valid Yes 6 6.0 No 94 94.0 Don’t know 0 0.0 Total 100 100.0The same information is presented in the form of diagrammatically as follows: BABASAB PATIL 60
  • 61. SHREEPATIGONDA GAS AGENCY INDIDiagram-3.15 100 90 80 70 60 50 Percent 40 30 20 10 0 Yes NoThe information presented in table3.15 reveals that: 6% of the respondents are in favour of that they will migrate if new gas agency is allotted in the town. and While 96% of them are in favour of that they don’t want migrate if new gas agency is allotted in the town. FINDINGS  42% of the respondents were using the electrical coil for cooking before purchasing the gas. 35% of the respondents were using the wood for cooking and remaining 23% of them were using the kerosene for the cooking before they purchasing the gas  91% of the respondents are using the B P C gas. 5% of the respondents are using the H P C gas and remaining 4% for the I O C gas  69% of the respondents are using single cylinder and While 31% of them are using double cylinders  26% of the respondents say that they refill the cylinder in 20-30 days. BABASAB PATIL 61
  • 62. SHREEPATIGONDA GAS AGENCY INDI 14% of the respondents say that they refill the cylinder in 30-50 days.50% of the respondents say that they refill the cylinder in 50-60 days and While 10% of them say that they refill the cylinder above 60 days.  35% of the respondents are booking their cylinders by meeting personally andWhile remaining 65% are booking their cylinder by phone  10% of the respondents are says that the dealer deliver the cylinder on same day, 51% of them says that dealer delivers the cylinder on 1 – 2 days, 29% of them says that dealer deliver the cylinder on 2 – 3 days and While 10% of them says that dealer deliver the cylinder on 4 – 6 days.  3% of the respondents are in favor that the delivery men deliver the cylinder to out door, 70% of the respondents are in favor that the delivery men deliver the cylinder to kitchen. 20% of the respondents are in favor that the delivery men deliver the cylinder to store room, While remaining 7% of them are in favor that the delivery men deliver the cylinder to some where out.  74% of the respondents are says that the delivery men confirms the weight of cylinder and Nearly 36% of them are says that the delivery men does not confirms the weight of cylinder  90% of the respondents are says that the cylinder is adequate in quantity and Remaining 10% of the respondents are says that the cylinder is not adequate in quantity  64% of the respondents are says that the mechanic or gas dealer respond immediately in case of leakage in 30 min.,6% of the respondents are says that the mechanic or gas dealer respond immediately in case of leakage in 1 hour and Nearly 30% of the respondents are says that the mechanic or gas dealer respond immediately in case of leakage in 1 day BABASAB PATIL 62
  • 63. SHREEPATIGONDA GAS AGENCY INDI  60% of the respondents are in favour of very good behavior from the counter staff/delivery men and mechanic of shreepatigouda gas agency, 14% of them are in favour of good behavior and from the analysis 20% of them are in favour of average. and While 6% of them are in favour of poor behavior of the counter staff/delivery men and mechanic staff  66% of the respondents are in favour that the agency conduct mandatory in inspection once in a year,20% of the respondents are in favour that the agency conduct mandatory in inspection once in a two year, 4% of the respondents are in favour that the agency conduct mandatory in inspection once in a three year and While remaining 10% of of the respondents are in favour that the agency conduct mandatory in inspection once in a four.  80% of the respondents are in favour of very good over all performance of shreepatigouda gas agency , 10% of them are in favour of good performance and from the analysis 10% of them are in favour of neither good/bad over all performance of shreepatigouda gas agency  6% of the respondents are in favour of that they will migrate if new gas agency is allotted in the town. and While 96% of them are in favour of that they don’t want migrate if new gas agency is allotted in the town CONCLUSIONLess than anticipated growth in the face of intensifying competition and rising costs canhardly be expected to get the company foaming. BABASAB PATIL 63
  • 64. SHREEPATIGONDA GAS AGENCY INDI Shreepatigouda gas agency is exclusive showroom and it is a well known serviceprovider for Bharat gas and they are well established in providing satisfactory after salesservices to its customers. By seeing the observations most of the customers are having positive perceptiontowards Shreepatigouda gas agency and are satisfied with its services such as Availability ofTimely and safe delivery, Staff support, Trained Mechanics etc.BENEFITS OF THE PROJECT: • The study will help the company to know the satisfaction level of customer towards services provided by them. • The study will help the company to identify the factors of dis-satisfied customers. • The study will help the company to know whether their services are meeting their customer satisfaction index or not. • The study will help the company to focus on their weaker areas of services. • The study will help the company to improve their customer care activities to delight and attract customers.STATEMENT OF THE PROBLEM:The present day market is flooded with a variety of gas Manufacturers as many as if notmore than companies like bharat gas, Hindustan gas, Indian gas and reliance gas etc, aremarketing their products. BABASAB PATIL 64
  • 65. SHREEPATIGONDA GAS AGENCY INDI Time has become talk of the town therefore the customers give utmost priority tothose gas Industries which produces varieties of gas with Price, Services etc, which havebeen exerting influence on the playing decision of the consumer. The shreepathgouda gas agency is the one of the best Dealer for Bharat gasexclusively engaged in sales and services of gas it is the only company rendering betterperformance from a long period of time with the presence of all these factors shreepathgoudagas agency is making sales as hotcake. The study on hand is directed to understand "A study on customer satisfactiontowards after sales services of shreepathgouda gas agency to improve the quality of service." BABASAB PATIL 65
  • 66. SHREEPATIGONDA GAS AGENCY INDI Questionnaire Dear Sir/Madam, Please provide the below mentioned information:Name: _______________________________________________________Address: _______________________________________________________Occupation: _____________________________Annual Income ______________________ Gender: Male [ ] Female [ ] 1. How do you use to cook the food before purchasing a gas? 1. electrical coil 2. Wood 3. kerosene 2. Which Company Gas do you own? BABASAB PATIL 66
  • 67. SHREEPATIGONDA GAS AGENCY INDI 1. BPC 2. HPC 3. IOC3. How many Cylinders do you have? 1. One 2.two4. How often you Refill your Cylinder? 1. 20-30 days 2.30-50 days 3. 50-60 days 4.Above 60days5. How do you Book a Cylinder? 1. Personally 2.Phone 3.Letter 4. SMS 5.IVRS6. How many days does dealer takes to deliver the Cylinder? 1. Same day 2. 1-2 days 3. 2-3 days 4. 4-6days7. Where does delivery men delivers the Cylinder? 1. Out Door 2.Kitchen 3.Store Room 4. Some where Out8. Does Delivery men Confirms the Weight of Cylinder? 1. Yes 2. No9. Does Cylinders which you get is adequate in quantity? 1. yes 2.No10. How much does delivery men charges extra other than billed amount? 1. Free 2 .5-10 Rs 3.10-20 Rs11. How soon does Mechanic or Gas Dealer Respond Immediately in case of Leakage ? 1.30 Min 2. 1 hour 3.1 day12. How do you rate the behaviour of counter staff/Deliverymen and Mechanic? BABASAB PATIL 67
  • 68. SHREEPATIGONDA GAS AGENCY INDI 1. Very Good 2.Good 3.Averagre 3.Poor 4.Very Bad13. How often does agency conduct mandatory inspection ? 1. year 2. 2 year 3. 3 Year 4. 4year14. How do you rate overall Performance of Shreepatigouda Gas Agency? 1. Very Good 2.Good 3.Averagre 3.Poor 4.Very Bad15. Do you want to migrate if new gas agency is allotted in this town? 1. Yes 2. No 3. Don’t Know *** Thank You ***BIBLIOGRAPHYREFERENCE BOOKS:-1. MARKETING RESEARCH Tull and Hawkins.3. MARKETING Lamb, Hair, McDaniel.WEBSITE:-1. www.ebharatgas.com2. www.google.com. BABASAB PATIL 68
  • 69. SHREEPATIGONDA GAS AGENCY INDI BABASAB PATIL 69