This document summarizes a study on consumer behavior towards Bharat Petroleum Ltd in India. It provides background on the oil and gas industry in India and the establishment of major public sector oil companies. The study aims to identify consumer consumption patterns, the importance given to various services at petrol stations, and factors influencing fuel consumption in Karur city. A convenience sample of 200 consumers was surveyed using questionnaires. The results found that most respondents use two-wheelers, fill petrol weekly for less than Rs.1,000, and consider air pressure checks as an important service.

1. A Study on Consumer Behaviour towards Bharat Petroleum Ltd
ABSTRACT
The development of convenience store in Petrol Station has seen a dramatic change where all
players have now moved towards a standardized image to reflect their seriousness in
expanding their retails business apart from distribution of petroleum products. Various
services ranging from food store to medicine store, ATM to portal counters are provided to
the customers to improve customer experience, customer loyalty and customer satisfaction.
The present study is undertaken to identify the consuming behaviour of the consumers in
Bharat Petroleum Ltd, to identify the level of importance given by the consumers to various
services in petrol retail outlets, to analyze the services used by the consumers in petrol retail
outlets. Convenience sampling method was used to select the sample size of 200 in Karur
city. The results show that most of the respondents are using two wheeler, most of the
respondents are filling petrol in their vehicles, frequency of filling fuel is once in a week for
less than Rs.1,000. The respondents give importance for air pressure checking and are using
this service regularly in petrol outlets.
CHAPTER – I

2. INTRODUCTION AND DESIGN OF THE STUDY
1.1 INTRODUCTION
The origin of oil & gas industry in India can be traced back to 1867 when oil was
struck at Makum near Margherita in Assam. At the time of Independence in 1947, the Oil
& Gas industry was controlled by international companies. India's domestic oil production
was just 250,000 tonnes per annum and the entire production was from one state - Assam.
The foundation of the Oil & Gas Industry in India was laid by the Industrial Policy
Resolution, 1954, when the government announced that petroleum would be the core sector
industry. In pursuance of the Industrial Policy Resolution, 1954, Government-owned
National Oil Companies ONGC (Oil & Natural Gas Commission), IOC (Indian Oil
Corporation), and OIL (Oil India Ltd.) were formed. ONGC was formed as a Directorate in
1955, and became a Commission in 1956. In 1958, Indian Refineries Ltd, a government
company was set up. In 1959, for marketing of petroleum products, the government set up
another company called Indian Refineries Ltd. In 1964, Indian Refineries Ltd was merged
with Indian Oil Company Ltd. to form Indian Oil Corporation Ltd.
During 1960s, a number of oil and gas-bearing structures were discovered by
ONGC in Gujarat and Assam. Discovery of oil in significant quantities in Bombay High in
February, 1974 opened up new avenues of oil exploration in offshore areas. During 1970s
and till mid 1980s exploratory efforts by ONGC and OIL India yielded discoveries of oil
and gas in a number of structures in Bassein, Tapti, Krishna-Godavari-Cauvery basins,
Cachar (Assam), Nagaland, and Tripura. In 1984-85, India achieved a self-sufficiency level
of 70% in petroleum products.
In 1984, Gas Authority of India Ltd. (GAIL) was set up to look after transportation,
processing and marketing of natural gas and natural gas liquids. GAIL has been instrumental
in the laying of a 1700 km-long gas pipeline (HBJ pipeline) from Hazira in Gujarat to
Jagdishpur in Uttar Pradesh, passing through Rajasthan and Madhya Pradesh.
After Independence, India also made significant additions to its refining capacity. In
the first decade after independence, three coastal refineries were established by multinational
oil companies operating in India at that time. These included refineries by Burma Shell, and

3. Esso Stanvac at Mumbai, and by Caltex at Visakhapatnam. Today, there are a total of 18
refineries in the country comprising 17 in the Public Sector, one in the private sector. The 17
Public sector refineries are located at Guwahati, Barauni, Koyali, Haldia, Mathura, Digboi,
Panipat, Vishakapatnam, Chennai, Nagapatinam, Kochi, Bongaigaon, Numaligarh,
Mangalore, Tatipaka, and two refineries in Mumbai. The private sector refinery built by
Reliance Petroleum Ltd is in Jamnagar. It is the biggest oil refinery in Asia.
By the end of 1980s, the petroleum sector was in the doldrums. Oil production had
begun to decline whereas there was a steady increase in consumption and domestic oil
production was able to meet only about 35% of the domestic requirement. The situation was
further compounded by the resource crunch in early 1990s. The Government had no money
for the development of some of the then newly discovered fields (Gandhar, Heera Phase-II
and III, Neelam, Ravva, Panna, Mukta, Tapti, Lakwa Phase-II, Geleki, Bombay High Final
Development schemes etc. This forced the Government to go for the petroleum sector
reforms which had become inevitable if India had to attract funds and technology from
abroad into the petroleum sector.
COMPANY PROFILE
Bharat Petroleum Corporation Limited (BPCL) is an Indian state-controlled oil
and gas company headquartered in Mumbai, Maharashtra. The Corporation operates two
large refineries of the country located at Mumbai and Kochi. The company is ranked 358th
on the Fortune Global 500 list of the world's biggest corporations as of 2016. Bharat
Petroleum Corporation (BPCL) traces its history to 1928 when the Burmah Shell Oil Storage
& Distribution Company of India was incorporated in England to enter the petroleum
products business in India. The business of the Company grew substantially given the
international backing of Shell and it achieved the leadership position in India. In 1952, Shell
and Burmah Oil Company set up Burmah Shell Refineries to set up a refinery in Mumbai.
The entire operations of Burmah Shell in India were nationalised in 1976 and the Refinery
and Marketing Companies were merged to form BPCL.
BPCL is India's second largest oil company in terms of market share and processes
about 9million metric tons of crude per year. Today the company produces a diverse range of
products, from Petrochemicals and Solvents to aircraft fuel and speciality lubricants. It
manufactures petroleum and petroleum products, asphalt, bituminous substances, carbon,
carbon black, hydrocarbons, mineral substances and the products/by- products derived there .

4. There are four major refineries situated at Mumbai, Kochi, Bina and Numaligarh .The
company mainly imports from the middle east, with indigenous production in small
quantities.
The Company has setup joint ventures with several entities. Some of them are
petronet LNGlimited, Indraprastha Gas Limited,Central UP gas limited etc.The Company
has one of the largest marketing network in the country.It boasts of 12 installations,126
depots,22 Aviation service Stations,8251 Retail outlets and tankage capacity of 3.37
million kilolitres.
Apart from the most common used fuels like petrol and diesel, BPCL sells LPG
under the name Bharatgas to 25 million subscribers. The industries buy LSHS, Naptha,
Furnace Oil, solvents ( MTO, SBP, Hexane) speciality products such as Benzene,
Toluene,CRMB (Crumb Rubber Modified Bitumen) , PMB (Polymer Modified Bitumen)
etc. from the company which also sells lubricants to auto and industry segments under the
umbrella brand MAK.
1.2 STATEMENT OF THE PROBLEM
The present age of petroleum sector is dominated by the public sector companies
which include Indian Oil Corporation Limited (IOCL), Bharat Petroleum Corporation
Limited (BPCL) and Hindustan petroleum Corporation Limited (HPCL). The public sector
comprising of three companies is offering varied services to differentiate themselves and gain
better competitive position in the market and improve customer loyalty. Various services
ranging from food store to medicine store, ATM to portal counters are provided to the
customers to improve customer experience, customer loyalty and customer satisfaction. The
researcher felt a need to identify the services important by considered the consumer. The
researcher in this content wanted to analyze the consumers’ behaviour and loyalty towards
Bharat Petroleum Ltd and the importance given to various services used by the consumers in
petrol retail outlets.
1.3 NEED FOR THE STUDY
The research carried out is based on the concept of consumer behavior. It is valuable
to a marketer in retaining the market and increasing the market share. Petroleum marketing in
India is characterized by severe competition. In such a case, it is important to look beyond the
Regular product quality and Quantity. The oil marketing companies are in to focusing of non
fuel services to withstand the competition. It is very important to know about the perception

5. of such ventures by the average consumers. In other words, this study tries to strike a balance
between the perception of consumers and the Bharat Petroleum Ltd.
1.4 OBJECTIVES OF THE STUDY
 To identify the consuming behaviour of the consumers in Bharat Petroleum
Ltd. 
 To identify the level of importance given by the consumers to various services 
 To analyze the services used by the consumers 
 To study the Consumption pattern of motorists in Karur city
 To study the factors playing major rule in the fuel Consumption
 To study the Various expectations and perceptions of the consumers with
respect to Bharat Petroleum
 To study the major hitch backs faced by the fuel consumers of Karur city
1.5 SCOPE OF THE STUDY
The study can be used by the marketers of the Petroleum to focus on the most valued
factor of the consumer. It can differentiate the necessities the luxuries in a petrol bunk i.e the
degree of importance to be accorded to attributes of a fuel station-thereby ensuring proper
allocation of funds. The companies can improvise on the data and increase market share.
1.6 RESEARCH METHODOLOGY
The sample size selected for the study is 200.Convenience sampling method was
used to select the sample. Primary data is the main source used for the study. It has been
collected using structured questionnaires from both two wheeler and four wheeler users.
Secondary data is collected from journals and websites. Tools used for analysis are:
o Simple Percentage analysis
o Chi square test
The study’s objective is to describe the retail fuel market in Karur city. A research
which describes the characteristics of a particular individual, or of a group is called as
descriptive study. Hence, descriptive study is adopted. The universe of the study is about
3lakh motorists in Karur city. The study is a cross sectional study because the data were
collected at a single point of time. For the purpose of present study a related sample of
population was selected on the basis of convenience. Research work is only carried for 5 or

6. 6 weeks. This work is carried out through administered, semi structured questionnaires.
The questions included were open ended and offered multiple choices. The researcher
interviewed the persons driving a motor vehicle in trichy city and filled the questionnaires
personally to elicit true responses.
1.7 LIMITATIONS OF THE STUDY
o The study was limited to Coimbatore city.
o The sample was confined to 200 respondents.
1.8 CHAPTER SCHEME
The rest of the project is organized as follows. The Related work and Back Ground
is covered in Chapter II. Chapter III covered the profile of the study area and
respondents..Chapter IV discusses the Data Analysis and Interpretation. Chapter V
summarizes the finding and suggestions.
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7. CHAPTER - II
REVIEW OF LITERATURE
The consumption of petroleum has been increased tremendously in both industries
and transport sector. For economic development of any country these two sectors are very
important. It is learnt that day by day the increase in demand of fossil fuels leads to exhaust
of petroleum products in near future. So the time has come to identify alternative fuels for
diesel such that they may serve as fossil fuels, which are depleting at much faster rate than
expected. And also the rising prices of petroleum products and environmental concern led to
intensive studies on use of alternative fuels. There is lack of sufficient oil reserves in India.
Because of growing demand of petroleum products our government spending billions of
dollars for their imports. Though diesel engines play a vital and indispensable role in today’s
modern life, it contributes to pollution substantially.
Pany (1991) has sought to identify factors which influence corporate economic
performance. Important industrial characteristics which have been used by industrial
organization researchers as the determinants of financial performance are concentration,
market share, industry growth, research and development expenditure, advertisement
intensity, and size of firms in the industry. These characteristics may allow firms to be in a
better position to implement their strategies successfully and profitability. Consequently,
firms may reflect better performance on account of favorable industrial characteristics.
Jagan Mohan Rao (1993) in ‘Financial appraisal of Indian Automotive Tyre
Industry’ studied the financial appraisal of Indian automotive tyre industry. The study was
intended to probe into the financial condition-financial strength and weakness-of the Indian
tyre industry. To this end a modest attempt has been made to measure and evaluate the
financial performance through inter-company and inter-sectoral analysis over a given period
of time (1981-1988). The main findings are that fixed assets utilization in many of the tyre
undertakings was not as productive as expected and inventory was managed fairly well. The
tyre industry’s overall profit performance was subjected to inconsistency and ineffective
An intensive search is being carried in developing diesel engine fuels and lubricants
based on vegetable oils. Therefore it is the right time to search for alternative fuels. The
vegetable oils are renewable and are produced easily in rural areas. Its usage has been studied
even since the advent of the internal combustion engine. However it is only recent years
focused much on usage of vegetable oils. Since they have properties comparable to diesel
fuel, they may be used in compression ignition engine. In this connection several researchers

8. had been working continuously using different vegetable oils with slight modifications on
engine and also with varied fuel properties. The problems associated with vegetable oils like
high viscosity, filter clogging, flame propagation has led to more alternative by researchers.
There is limited reserve of the fossil fuels and the world has already faced the energy
crisis of seventies concerning uncertainties in their supply. Fossil fuels are currently the
dominant global source of CO2 emissions and their combustion is stronger threat to clean
environment. Increasing industrialization, growing energy demand, limited reserve of fossil
fuels and increasing environmental pollution have jointly necessitating in exploring some
alternative to conventional liquid fuels. Internal combustion engines particularly of the
compression ignition (CI) type are playing a major role in transportation, industrial power
generation and in the agricultural sector. There is a need to search in using alternative fuels.
These fuels are to be renewable and emit low levels of gaseous and particulate pollutants in
internal combustion engines. In the case of agricultural applications, fuels that can be
produced in rural areas in a decentralized manner, near the consumption points will be
favored.
The permissible emission levels can also be different in rural areas as compared to
urban areas on account of the large differences in the number density of engines. Fuels like
vegetable oils, biodiesel (transesterified vegetable oils- methyl esters of vegetable oils),
alcohols, natural gas, biogas, hydrogen, liquefied petroleum gas (LPG), etc. are being
investigated by researchers for engine applications. Among the possible options of the liquid
fuels, vegetable oils have been considered as appropriate alternative due to prevalent fuel
properties. In view of the potential properties large number of investigations has been carried
out internationally in the area of vegetable oils as fuel. Some of the vegetable oils from the
farm and forest origin have been identified. The most predominantly Sunflower, Soybean,
Jatropha Curcas, Cottonseed, Canola and Peanut oil have been reported as an appropriate
substitute of petroleum based fuels. The vegetable oils can be used in diesel engines by
various techniques such as fuel modification by transesterification, diesel-vegetable blends,
vegetable oil heating, etc. This has stimulated recent interest in alternative sources for
petroleum based fuels.
Generally vegetable oils were proven to be high viscosity fuel than diesel. As the
heating temperature of fuel increased the viscosity of fuel will be reduced. In order to reduce
the viscosity of the vegetable oils, three methods were found to be effective -
transesterification, mixing with lighter oil and heating. For decades world energy
consumption has been increased, there was a period like oil crisis in the years1973 and 1979.

9. According to “BP statistical review of world energy 2005” energy consumption of the world
in the year 2004 was 10224 million, 4.3% growth compared to 2003 year. The point at which
maximum oil production will takes place is known as Hubert peak. Reaching Hubert point
indicates that in future production will be declined with increase in demand.
Significance of Vegetable oil as alternative fuel Vegetable oils were proven to be an
alternative fuel for diesel engines and for heating oil burners. For engines designed for where
the viscosity of diesel fuel is less compared to vegetable oil .Hence incomplete combustion
and carbon build-up will takes place, in turn environmental concern is high.
Population wise India is in sixth position. In this context Mobility and demand for
automobiles in India is growing exponentially with economic progress. In India passenger
vehicle sales were crossed millions with different classes of vehicles. Due to increased
transportation, the demand increases where the problems with regard to the fuel requirement.
In this circumstances it is inevitable to go for imports of petroleum fuel and it accounts70%
of fuel consumption. Due to increase in transport conjunctions, its impact on air pollution has
been increased tremendously. Rudolf diesel presented the concept of using bio fuels in the
early of 1900 at world exposition, Paris. In these areas R&D activities were not carried out
because of abundant availability of petroleum products nowadays. Several efforts were made
by previous researchers to use suitable bio diesel fuel in place of existing diesel. The heating
value is poor in vegetable oil/bio diesel due to Lower energy content, hence there was
reduction in torque & power developed in CI Engines.
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10. CHAPTER – III
PROFILE OF THE STUDY AREA AND RESPONDENTS
(A) PROFILE OF THE STUDY AREA
Karur District is a district located very centrally along the Kaveri and Amaravathi
rivers in the Indian state of Tamil Nadu. The main town in Karur District is the city of Karur,
which is also the district headquarters. The district had a population of 1,064,493 with a sex-
ratio of 1,015 females for every 1,000 males. Karur district has 2 Municipalities, 10 Town
Panchayats and 158 Village Panchayats and 203 Revenue Villages.
Demographics
According to 2011 census, Karur district had a population of 1,076,588 with a sex-
ratio of 1,015 females for every 1,000 males, much above the national average of 929. A total
of 102,731 were under the age of six, constituting 52,969 males and 49,762 females.
Scheduled Castes and Scheduled Tribes accounted for 20.8% and .05% of the population
respectively. The average literacy of the district was 68.3%, compared to the national average
of 72.99%. The district had a total of 287,095 households. There were a total of 543,298
workers, comprising 83,800 cultivators, 182,639 main agricultural laborers, 10,162 in house
hold industries, 231,906 other workers, 34,791 marginal workers, 2,072 marginal cultivators,
18,198 marginal agricultural laborers, 1,178 marginal workers in household industries and
13,343 other marginal workers
Industries
On the international textile map, Karur has become synonymous with handloom
“made-ups” as Tirupur in the hosiery product. The weaving industry came to Karur from
Kerala and has earned a reputation for its high quality handloom products today. Exports of
handlooms from Karur began on a modest scale with just 15 exporters in 1975 and today
Karur has hundreds of exporters. The handloom products being exported have been broadly
classified under three heads – Kitchen, bathroom and bedroom furnishing items. Some of the
handloom made-ups exported from Karur are Bedspreads, Towels, Floor rugs, Tea towels,
Napkins, Aprons, Kitchen towels, Pot holders Plate mats, Bath Mats, Tea mats, Curtains,
Pillow, Quill covers, Shower curtains etc., The products are exported to Europe, U.S.A.,
Japan, Canada, Australia, Singapore, South Korea, South Africa and the Scandinavian

11. countries among others. The handloom industry in Karur generates nearly an annual turn over
of Rs.2000 Crores (400 million dollars a year) through direct and indirect exports of textile
goods. The development of export as a major trade has led to the enormous growth of other
allied industries like handloom and power loom weaving units, dyeing and bleaching units,
tailoring, packaging units etc. The handloom and its allied industries provide direct and
indirect employment to over two lakh persons.
District is very famous for its Bus Body building industry. In and around Karur,
there are several small and large industries catering the need within Tamil Nadu as also
Outside the state. Karur is a renowned centre for bus building industries. This is a unique
feature of Karur and almost 90% of south Indian bus bodies are being built here. The total
business is estimated to be around Rs.250 crore per annum.
Overview
Country India
State Tamil Nadu
Language Tamil, Telugu, Urdu, English
Time zone IST (UTC +5:30)
Importance Major export centre of Home Textiles
Population
-Total
-Male
- Female
- Density
9,33,791
4,64,489
4,69,302
322/km2
Literacy
- Total 6,41,888
Area 2,895.57km2
Geographical Position
-Latitude 11.00° N to 12.00° N

12. - Longitude
- Altitude
77.28° E to 77.50° E
122 meters (400 feet)
Temperature
-Maximum
- Minimum
37.1°C
19.1° C
Rainfall
-NE Monsoon
- SW Monsoon
341.8mm
209.5 mm
Pin code 639 xxx
Phone Code 04324
Vehicle Registration No. TN-47
Economy:
The district is potential in its economical status due to its flourishing industrial
activity. It brings about nearly 1,400 Crore of foreign Money and about a marketing gravity
of Rs.2,350 Crore in the inter District and States per annum.
Employment:
This district offers day to day employment opportunities to the people at a radius of
circumference of 80 Kmrs of which the major benefits are due to the weaker sections. Current
employment generation of the district is 50,23 0 Nos and this employment generation is
increasing sizably due to the development after the formation of the district
(B) PROFILE OF THE RESPONDENTS
In social sciences research personnel characteristics of respondents have very
significant role to play in expressing and giving the responses about the problem, keeping this
in mind, in this study a set of personal characteristics namely, age, sex, education,
occupation, income etc of the 200 respondents have been examined and presented in this
section.
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13. TABLE 3.1
DEMOGRAPHIC PROFILE OF THE RESPONDENTS
PERSONAL FACTORS CLASSIFICATION
NO. OF
RESPONDENTS
PERCENTAGE
Age
Less than 30 65 32.5
31-40 60 30
41-50 49 24.5
Above 50 26 13
Gender
Male 121 60.5
Female 79 39.5
Educational Qualification
No formal education 8 4
School level education 24 12
Undergraduate 96 48
Postgraduate 51 25.5
Occupation
Student 30 15
Business 62 31
Professional 28 14
Employed 60 30
House wife 18 9
Others (Retired persons) 2 1
Monthly Family Income
Below Rs.20,000 50 25
Rs.20,001- Rs.30,000 61 30.5
Rs.30,001- Rs.40,000 35 17.5
Rs.40,001- Rs.50,000 23 11.5
Above Rs. 50,000 31 15.5

14. The above table shows that 32.5% of the respondents are less than 30 years of age,
60.5% of the respondents are Male, 48% of the respondents have done under graduation, 31%
of the respondents are doing business, 30.5% of the respondents’ monthly family income is
between Rs.20,001- Rs.30, 000.
CHART 3.1
NO.OF RESPONDENTS ON THE BASIS OF AGE GROUP
0
10
20
30
40
50
60
70
Less than 30 31-40 41-50 Above 50
65
60
49
26
32.5
30
24.5
13
NO. OF RESPONDENTS PERCENTAGE

15. CHART NO 3.2
NO.OF RESPONDENTS ON THE BASIS OF GENDER
0
20
40
60
80
100
120
140
Male Female
121
79
60.5
39.5
NO. OF RESPONDENTS PERCENTAGE

16. TABLE NO 3.3
NO.OF RESPONDENTS ON THE BASIS OF EDUCATIONAL
QUALIFICATION
0
10
20
30
40
50
60
70
80
90
100
No formal
education
School level
education
Undergraduate Postgraduate
8
24
96
51
4
12
48
25.5
NO. OF RESPONDENTS PERCENTAGE

17. CHART NO 3.4
NO.OF RESPONDENTS ON THE BASIS OF OCCUPATION
0
10
20
30
40
50
60
70
Student Business Professional Employed House wife Others
(Retired
persons)
30
62
28
60
18
2
15
31
14
30
9
1
NO. OF RESPONDENTS PERCENTAGE

18. CHART NO 3.5
NO.OF RESPONDENTS ON THE BASIS OF INCOME
0
10
20
30
40
50
60
70
Below Rs.20,000 Rs.20,001-
Rs.30,000
Rs.30,001-
Rs.40,000
Rs.40,001-
Rs.50,000
Above Rs. 50,000
50
61
35
23
31
25
30.5
17.5
11.5
15.5
NO. OF RESPONDENTS PERCENTAGE

19. CHAPTER IV
DATA ANALYSIS AND INTERPRETATION
This chapter is allocated for data analysis and interpretation. Percentage analysis and
chi-square test were conducted on the collected data.
TABLE 4.1
TYPE OF VEHICLE USED
TYPE OF VEHICLE NUMBER OF RESPONDENTS PERCENTAGE
Two wheeler 107 53.5
Four wheeler 39 19.5
Both two wheeler and
four wheeler
54 27
Total 200 100
Source: Primary data
The above table shows that 53.5% of the respondents use two wheeler.
TABLE 4.2
TYPE OF FUEL USED
Type of fuel Number of respondents Percentage
Petrol 117 58.5
Diesel 24 12
CNG (Compressed
Natural Gas)
12 6
Both Petrol and Diesel 47 23.5
Total 200 100
Source: Primary data
The above table shows that 58.5% of the respondents fill petrol in their vehicles.

20. TABLE 4.3
FREQUENCY OF FILLING FUEL IN PETROL RETAIL OUTLETS
FREQUENCY OF FILLING
FUEL
NUMBER OF
RESPONDENTS
PERCENTAGE
Everyday 40 20
Once in a week 70 35
Twice in a week 44 22
Whenever required 46 23
Total 200 100
The above table shows that 35% of the respondents fill fuel in their vehicle once in a
week.
TABLE 4.4
AMOUNT SPENT ON FUEL PER MONTH
AMOUNT NUMBER OF RESPONDENTS PERCENTAGE
Less than Rs.1.000 86 43
Rs. 1,001-Rs.2,000 48 24
Rs. 2,001-Rs. 3,000 34 17
Rs. 3,000& above 32 16
Total 200 100
The above table shows that 43% of the respondents spend less than Rs.1, 000 on fuel
per month.

21. TABLE 4.5
DEGREE OF IMPORTANCE TO THE SERVICES PROVIDED IN BHARAT PETROLEUM
SERVICES
NO OF
RESPOND
ENTS
HIGHLY
IMPORTAN
T
IMPORTA
NT
NEUTRAL
LESS
IMPORTAN
T
HIGHLY
NOT
IMPORT
ANT
TOTAL
Air pressure
check
No. 123 69 8 0 0 200
% 61.5 34.5 4 0 0 100
Vehicle
cleaning
No. 56 89 47 5 3 200
% 28 44.5 23.5 2.5 1.5 100
Drinking
water
No. 68 51 54 21 6 200
% 34 25.5 27 20.5 3 100
Rest rooms
facility
No. 63 46 46 33 12 200
% 31.5 23 23 16.5 6 100
Space/Area
No. 90 77 20 8 5 200
% 45 38.5 10 4 2.5 100
Number of
pumps
No. 79 78 30 10 3 200
% 39.5 39 15 5 1.5 100
ATM
No. 78 69 40 12 1 200
% 39 34.5 20 6 .5 100
Convenience
stores
No. 34 43 91 25 7 200
% 17 21.5 45.5 12.5 3.5 100

22. Pharmacy
No. 41 52 81 19 7 200
% 20.5 26 40.5 9.5 3.5 100
Re-charge
shops
No. 44 51 55 39 11 200
% 22 25.5 27.5 19.5 5.5 100
Petro card
facility
No. 53 79 40 24 4 200
% 26.5 39.5 20 12 2 100
The above table shows that 61.5% of the respondents give high importance to air pressure
checking.
TABLE 4.6
SERVICES USED BY THE CONSUMERS
SERVICES NO. ALWAYS SOMETIMES NEVER TOTAL
ATM
No. 112 81 7 200
% 56 40.5 3.5 100
Drinking water
No. 49 85 66 200
% 24.5 42.5 33 100
Rest rooms
facility
No. 47 57 96 200
% 23.5 28.5 48 100
Pharmacy
No. 39 108 53 200
% 19.5 54 26.5 100
Convenience
stores
No. 28 112 60 200
% 14 56 30 100
Lubricants
No. 74 94 32 200
% 37 47 16 100
Air pressure
check
No. 126 61 13 200
% 63 30.5 6.5 100

23. Vehicle cleaning
No. 81 94 25 200
% 40.5 47 12.5 100
Petro card facility
No. 67 87 46 200
% 33.5 43.5 23 100
/* - -
The above table shows that 63% of the respondents always use air pressure check service
in petrol retail outlets.
Chi-Square Analysis
Null Hypothesis (H o): Consumers perception towards importance of various services
offered at the petrol retail

24. outlets does not vary significantly based on the type of vehicles used by them.
Table 8: Importance Given To Services at Petrol Retail Outlets and
Type of Vehicles Used By the Consumers
Facilities/Service
s
Chi-Square
DF
Table
Remark
value Value
Air pressure
check 3.469 4 9.488 Accepted
Vehicle cleaning 11.927 8 15.507 Accepted
Drinking water 15.103 8 15.507 Accepted
Rest rooms
facility 7.136 8 15.507 Accepted
Space / Area 15.462 8 15.507 Accepted
Number of
pumps 4.461 8 15.507 Accepted
ATM 6.405 8 15.507 Accepted
Convenience
stores 6.373 8 15.507 Accepted
Pharmacy 4.021 8 15.507 Accepted
Re-charge shops 10.167 8 15.507 Accepted
Petro card
facility 10.237 8 15.507 Accepted
Source: Computed value
Level of Significance: 5 per cent
The calculated value is less than the table value in case of all services, therefore,
consumers’ perception towards importance of various services offered at the petrol retail
outlets does not vary significantly based on type of vehicle used by them.

25. Anova Test
Null Hypothesis (Ho): There exist no association between frequency of visit to the petrol
retail outlets and service utilization by the consumers.
Table 9: Association between Frequency of Visit to the Petrol Retail Outlets and
Service Utilization by the Consumers
Service utilization Source
Sum of
Square DF
Mean
square F Sig
ATM
Between
Groups 3.627 2 1.813
5.930 .003Within Groups 60.248 197 .306
Total 63.875 199 -
Drinking water
Between
Groups 1.509 2 .755
1.327 .268Within Groups 112.046 197 .569
Total 113.555 199 -
Rest rooms facility
Between
Groups 2.257 2 1.129
1.727 .180Within Groups 128.738 197 .653
Total 130.995 199 -
Pharmacy
Between
Groups 2.723 2 1.362
3.038 .050Within Groups 88.297 197 .448
Total 91.020 199 -
Convenience stores
Between
Groups 4.834 2 2.417
5.156 .007Within Groups 92.346 197 .469
Total 97.180 199 -
Lubricants (like distilled water,
engine oil etc.)
Between
Groups .936 2 .468
1.125 .327Within Groups 81.944 197 .416

26. Total 82.880 199 -
Air pressure check
Between
Groups .320 2 .160
.422 .657Within Groups 74.835 197 .380
Total 75.155 199 -
Vehicle cleaning
Between
Groups .058 2 .029
.063 .939Within Groups 90.262 197 .458
Total 90.320 199 -
Petro card facility
Between
Groups .427 2 .213
.381 .684Within Groups 110.368 197 .560
Total 110.795 199 -
Source: Computed value
Level of Significance: 5 per cent