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Retail Petroleum

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  • 1. GAP analysis in Retail Petroleum Industry Submitted By: A.J.Sharma Chandan Kumar Diptendu Dey L.K. Gupta Ravi Sharma Vivek Sharma
  • 2. Retail Petroleum Industry of India
    • Petroleum retail sector is one of the largest segments of the industry .
    • Petroleum retailing industry in India faces significant challenges and is forced to adopt new and innovative strategies.
    • GOI on April 1, 2002, opened up retail marketing to private and foreign companies.
    • Petroleum retailing is a retailing of product and service.
    • Change of focus of oil marketing companies.
    • The new look petrol pumps, apart from dispensing fuels; now offer the best of retail chains providing a value added service to busy consumers.
  • 3. Retail Petroleum Industry of India
    • Consumer is becoming more and more demanding.
    • Quality & Quantity assurance
    • Quick filling and efficient forecourt service
    • Rewarding loyalty
    • Premium fuels
    • Cashless transactions
    • Non-fuel services
    • Loyalty programs
    • Smart Fleet (BPCL)
    • Xtrapower (IOCL)
    • Drivetrack (HPCL)
    • Transconnect (Reliance)
    • Petrocard (BPCL)
  • 4. Studying GAP 4: Sample
    • GAP 4 : Communication gap, when promises do not match performance.
    • The communications that are made to the customers:
    • Quick filling time of not more than 10mins and quick billing.
    • Solving other problems which are non-fuel like brake fluid check, tyre check, battery check, windshield wiper check.
    • Personal attention to the customers.
    • Round the clock operating hours.
    • Understanding specific needs like the correct quality and quantity.
    • Standard service across all pumps.
    • Analysis of Customers : 150 Samples
    • Analysis of Employees : 30 Samples
    • Companies Considered for Analysis
    • IOCL HPCL BPCL
  • 5.
    • Analysis: Customers
    • Filling Time
    • Billing Time
    • Problem Solving
    • Personal Attention
    • Specific Needs
    • Convenient Operating Hours
    • Proper Operations
    • Information Access
    • Service Quality
    • Additional Benefits
    • Redemption
    • Payment
    • Rewards Catalogue
    • User Platform
    Studying GAP 4: Analysis Analysis: Loyalty Program Analysis: Employees
    • Filling Time
    • Billing Time
    • Customer Oriented
    • Personal Attention
    • Uses of Card
    • Card Complain
    • Hoarding
    • Company Operation
    • Scheme Info
    • Role of Employee
    • Special Training
    • Service Standard
    • Company Facility
    • Customer Problem
  • 6. Results after Factor Analysis
    • Prompt Service
    • Personalized Service
    • Convenience
    • Proper Operations
    • Returns
    • Value for money
    Studying GAP 4: Analysis Analysis: Customers Analysis: Loyalty Program Analysis: Employees
    • Prompt Service
    • Personalized service
    • Card convenience
    • Operations
    • Scheme
    • Role
  • 7.
    • Reducing billing time by using computerized hand held devices.
    • Training the pump attendants.
    • Customer involvement by rolling out new promotional campaigns.
    • Clear demarcation of responsibility of the pump attendants.
    • Rewards catalogue of the loyalty cards should include more attractive gifts.
    Recommendations
  • 8. THANK YOU