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SHREEPATIGONDA GAS AGENCYINDI
BABASAB PATIL 1
SHREEPATIGONDA GAS AGENCYINDI
EXECUTIVE SUMMARY
INDUSTRY PROFILE
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. The development and promotion of efficient kerosene-burning appliances for
lighting and cooking was an important part of kerosene selling activity the company
introduced LPG as a cooking fuel to the Indian home in the mid-1950s. And all along, it went
beyond selling petroleum, 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.
The Gas Industry plays very important role because it is very essential for every human being
So that there are four company like Bharat gas, Hindustan gas, Indian gas and reliance gas etc
the almost all the people are using the gas for cooking and for the vehicles The companies
and the government has made some rules for the new connections that the rules the should
have the ration card and the identity card or voter card
If he submit the above document zerox if the distributor is having the one-way he will give
the connection on the same day. if the distributer is not having the one-way the he will
maintain the wating list of the new connections
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Company profile
Bharatgas from Bharat Petroleum has dominated the LP Gas market in India for over three
decades. Today, 25 million homes in India, wake up each morning to enjoy "the cup that
cheers" prepared on Bharatgas. Similarly, hundreds of commercial and industrial
establishments start their day, confident and secure, having entrusted their LP Gas needs to
Bharat Petroleum.
A pioneer in more ways than one, Bharatgas has brought many innovative offerings to the
customers'. 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 after
sales services of shreepathgouda gas agency which will help the company to make proper
marketing strategy to render good services and satisfy the needs of the customers. The study
will help the company to make proper strategies and emphasize on their weaker areas
OBJECTIVES OF THE STUDY:
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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
service
SCOPE 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
RESEARCH METHODOLOGY:
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Data source Primary (field survey)
Secondary (Internet, Catalogues, Broachers.)
Area of research Indi
Research Approach Survey Method
Research Instrument Questionnaire
Sample Unit All existing and potential customers
Sampling Method Random sampling
Sample Size 100 units
Data Analysis: Spss
LIMITATIONS OF THE STUDY:
Not single work is exception to the limitations every work has got its own
limitations, so due to time constraint, my study confines only to indi town and it is not
possible to make extensive study. It is assumed that the sample selected represents entire
population.
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.
MAJOR FINDINGS
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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.
=> 35% of the respondents are booking their cylinders by meeting personally and
While 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.
CONCLUSION
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Less than anticipated growth in the face of intensifying competition and rising costs can
hardly be expected to get the company foaming.
Shreepatigouda gas agency is exclusive showroom and it is a well known service provider for
Bharat gas and they are well established in providing satisfactory after sales services to its
customers.
By seeing the observations most of the customers are having positive perception towards
Shreepatigouda gas agency and are satisfied with its services such as Availability of Timely
and safe delivery, Staff support, Trained Mechanics etc.
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INTRODUCTION OF STUDY
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The study was to gain improved understanding of the forces and factors present in after-sales
activities, and the role of these in enhancing or endangering business. The objective was to
gain 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 a
doorway into the world of after sales activities as well as an organizing construct for
interpreting what was found. The concept of care includes activities related to maintenance
and preventive maintenance. It additionally includes services that can link back to help
enhance pre-existing capabilities for delivery of products or systems. Processes and measures
of 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 critically
important for a customer's total satisfaction. The importance of the care phase in the total
customer process was found to increase as the customer relationship matures.
This work, arrived out to implement this idea, illustrates that there is a great, unrealized
potential, particularly in the creation of a viable model of after sales customer care able to
accommodate the complexity of contemporary business development.
Industry profile
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Shri. Ashok SinhaChairman & Managing Director
Shri. S. RadhakrishnanDirector (Marketing)
Shri. R. K. SinghDirector (Refineries)
Shri. S. K. JoshiDirector (Finance)
Shri S. MohanDirector (Human Resources)
Prof. S. K. BaruaDirector Prof. A. H. KalroDirector Ms. Rama BijapurkarDirector
Prof. N. VenkiteshwaranDirector Shri T. BalakrishnanPrincipal Secretary (Industries & Commerce), Government of Kerala Shri P. K. SinhaAdditional Secretary & Financial Advisor,Ministry of Petroleum & Natural Gas
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Company vision and mission
Our Vision
To become market leaders in Customer Service with the highest customer satisfaction index,
and the highest safety standards.
Our Mission
To make Bharat gas a dominant brand in the segments we market, by becoming trendsetters
in Customer Service, Safety and Quality.
Bharat Petroleum - Energizing Lives
Bharat Petroleum, one of the single digit Indian representatives in the Fortune 500 & Forbes
2000 listings, BPCL is often referred to as an "MNC in PSU garb". An ardent pursuer of
qualitative 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 in
India. It markets the full range of petroleum products (throughput of 24 million tonnes during
2006-07) and has an all-India presence through 2 refineries, 133 Oil installations & depots
and 48 LP Gas bottling plants. Its extensive marketing network comprises of around 7,400
retail outlets, over 2150 LPG distributors & 1000 SKO/LDO dealers.
Over the years, Bharat Petroleum meeting the challenges of the rapidly changing
environment, has led the 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 Petroleum's
strength and inspiration for any future innovations - Bharat Petroleum's People.
Bharat Petroleum has always been on the forefront of harnessing technology initiatives for
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maximizing efficiency and achieving greater customer satisfaction.
Bharat Petroleum - constantly providing value to stake holders!
Bharatgas
Bharatgas from Bharat Petroleum has dominated the LP Gas market in India for over three
decades. Today, 25 million homes in India, wake up each morning to enjoy "the cup that
cheers" prepared on Bharatgas. Similarly, hundreds of commercial and industrial
establishments start their day, confident and secure, having entrusted their LP Gas needs to
Bharat Petroleum.
A pioneer in more ways than one, Bharatgas has brought many innovative offerings to the
customers'. 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
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Winners of Oil Industry Safety Award for the years
From 1992 to 2006 the BPCL has won the safety award for oil industry
Oil Industry Safety Awards were instituted in order to inculcate competitiveness
among oil companies to improve their safety performance.
Safety performance of the competing organizations / installations is evaluated with the help
of 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 Awards
Khurda LPG Plant :-
Received Orissa State Safety Award on Best performance in safety & environment by
Director of Factories & Boilers, Orissa on 24.05.2003
Khurda LPG Plant :-
Received Orissa State Safety Award on Lowest weighted frequency rate of accident by
Director of Factories & Boilers, Orissa on 27.11.2004
Khurda LPG Plant :-
Received Orissa State Safety Award on Lowest weighted frequency rate of accident by
Director of Factories & Boilers, Orissa on 18.12.2006
Kolkata LPG Territory :-
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Received the Certificate of appreciation in the Greentech Environment Awards in 2007
Jaipur LPG bottling plant :-
Received the safety award from British Safety Council for the year 1991 in recognition and
commendation of services rendered in the cause of safety.
Kurnool LPG Territory :-
It has been awarded ?The certificate of commendation" by Kurnool District Consumers
Protection Council for the services provided to the customers consecutively for the years
2001-02 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 at
Hardwar.
Wai LPG Plant have been awarded "Certificate of Merit" for "Meritorious performance
in Safety in the Maharastra Safety Awards Competition - 2002".
Solapur LPG Plant have been awarded "Certificate of Merit" for "Meritorious
performance in Safety in the Maharastra Safety Awards Competition - 2002".
Wai Territory received awards from National Safety Council? Maharashtra Chapter for
Meritorious 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:
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SHREEPATIGONDA GAS AGENCYINDI
Maharashtra 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 Safety
Council under Category II group of Industries.
Jhansi Territory :-
Received the prestigious Bharatiya Rastriya Suraksha Parishad, Suraksha Puraskar- 2003 on
the 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 on
a single day inside Allahabad LPG Plant on 31st July '07.
Lalru LPG Plant :-
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Received the Safety Award for the Year 2005 from Directorate of Factories, Punjab & Punjab
Industrial 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 Chamber
Of Commerce For The Year 2003-04.
Udaipur LPG Plant Awarded The Best Industrial Unit For Environment Conservation
By Rotary Club Udaipur For The Year 2003-04.
Chennai LPG Plant employee, Mr.S.K.Manikavasagam was awarded with ?Uyarndha
Uzhappalar? i.e. Best Worker award from the Factories Department Govt. of Tamil Nadu for
the 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 National
Safety 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
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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.
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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. Tata's 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
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again had the privilege to fuel JRD Tata's 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 company's 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
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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 company's
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
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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
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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 Petroleum's 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
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Bharat Petroleum has always been on the forefront of harnessing technology initiatives for
BPCL has been on forefront in harnessing technology. maximising efficiency and achieving
greater customer satisfaction.
Bharat Petroleum is the first Public Sector Oil Company to implement Enterprisewide
Resource 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 ambitious
SAP project in India. The challenge of SAP implementation was to ensure that all the
integrated elements (of the complex multi-modular integrated solutions that impact the entire
workflow of the organisation) work seamlessly across the length and breadth of the country,
including the remote locations. Providing online connectivity in these remote locations, given
the 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 its
operations. The early gains of implementation are in the areas of tracking customer-
receivables, monitoring credit-management, inventory management, besides easing the
operations in a large number of areas.
Furthermore, Bharat Petroleum has also set up one of the biggest 'Centres of Excellence' in
Asia to provide online support to the end users and also work towards continuous
improvement in business processes and handle product upgrades and new generation
products.
With SAP as the IT backbone, Bharat Petroleum plans to take advantage of the Internet based
capabilities 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.
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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 Petroleum's
strength and inspiration for any future innovations - Bharat Petroleum's 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
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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
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Crispy Biscuits & Confectionery
LPG 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 control of temperature and low sulphur content in LPG makes the product palatable and passes all Statutory 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 during summer and winter. The advantages of LPG in chicken brooding are Better 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 27
SHREEPATIGONDA GAS AGENCYINDI
Has it ever occurred to you that to produce the textiles you’re wearing, LPG plays a significant 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.
Steel
Now let us look at Bharatgas role in the steel industry and here too, once again Bharatgas steals the show.
Heat treatment of metals normally refers to any process involving heating and cooling of the solid metal with the aim of modifying its physical properties but without the intention of changing its chemical composition. Bharatgas easily meets these requirements so steel giants like 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 28
SHREEPATIGONDA GAS AGENCYINDI
LPG is used to join glass components to form a single object. Bharatgas is preferred because a clean flame is obtained which can be adjusted to the desired size and shape useful in the production of ampoules.
Glass
In the summer heat when you reach for a thirst quencher, remember Bharatgas has gone into making the bottles that hold these great refreshers.As seen here re-heating of melted glassware in a special furnace is done before shaping operations. When making complicated shapes the glassware may have to be reheated several times to keep it malleable. LPG is generally used because the firing rate is not very high and combustion must be free of c
Hotel Industry
The cup that cheers, the meal that satisfies, the mouth watering delicaciesThanks to “Bharatgas” Bharatgas is associated with top brand names in the hotel industry like Taj. Normally 90% of hotel use Bharatgas for cooking of food. No matter what you serve, Continental, Chinese, Moghlai, Italian or Russian - a variety of menus to suit various tastes but the preferred choice and trusted cooking medium “Bharatgas”
Reticulated Piping
BABASAB PATIL 29
SHREEPATIGONDA GAS AGENCYINDI
LPG at the turn of a tap – so quick, so convenient. Cooking was never easier. Thanks to the reticulated piped gas available in several homes today, Bharatgas is available at the turn of a tap. It ensures increased safety and valuable space saving in the kitchen. It eliminates cylinder refill booking and handling. Saving of time and no need to block money for a 2nd cylinder.
Paint drying
LPG 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 temperature control is precise. The final quality of paint in the baking oven is uniform. The result is excellent surface finish and gloss.
Dal mill
The conventional method of grain drying is process of sun - drying or passing of flue gases through the bed of grain. The modern method of grain drying is by LPG Firing system which improves the drying process and also gives no. 1 quality of the grain. As the grains are of edible quality, LPG does not leave any ash or carbon particles on the grains and does not produce any foul odour on the finished surface thus fetching better market price
Goldsmith’s favourite
BABASAB PATIL 30
SHREEPATIGONDA GAS AGENCYINDI
LPG produces very powerful flame and can be as sharp as needle. This type of flame is required for goldsmith to make very fine gold / silver ornaments. The working atmosphere remains free from obnoxious gases and thus is conducive to the workmen.
To match the individual needs of customers, various pack sizes have been made available.
For Domestic kitchens - pack sizes of 14.2 kg. and 5 kg. cylinders
For Industrial / Commercial - pack sizes of 19kg, 35 kg. and 47.5 kg. as well as bulk LPG
COMPANY PROFILE
BABASAB PATIL 31
SHREEPATIGONDA GAS AGENCYINDI
INTRODUCTION TO SHREEPATIGOUDA GAS AGENCY
SERVICES OF SHREEPATIGOUDA GAS AGENCY:-
Shreepatigouda gas agency is exclusive showroom for BHARAT GAS situated at
beerappa 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 uses
promotional 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 activities
conducted are not reaching effectively to customers of other talukas , it show that most of
their sales are in and around bijapur district covering some areas of other talukas.
Other business controlled and owned by the same owner:
BABASAB PATIL 32
SHREEPATIGONDA GAS AGENCYINDI
Sharanu prabhu offset printers,indi Since 1986
Shreepatigouda Gas Agency, Indi Since 2001
Balaji petroleums indi Since 2004
Balaji food agency Since 2005
Balaji Estate Agency Since 2007
Prabhu communications (Vodafone) Since 2008
Prabhu traders indi Since 2009
Sub agencies of Shreepatigouda Gas Agency:
Head Office : Indi
Branches
Chadchan, Zalaki, Horti, Almel, Agarkhed, Tamba, Atharga,
Baradol, Devar Nimbaragi, Salotagi, Loni, Dhulkhed tamba.
MAN POWER:
Workers 25
Staff 6
Service 2
ACHEVEMENTS:
BABASAB PATIL 33
SHREEPATIGONDA GAS AGENCYINDI
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 Month
ADRESS FOR CONTACT:
BABASAB PATIL 34
SHREEPATIGONDA GAS AGENCYINDI
shreepatigouda gas agency,.
Sharanu prabhu bulding bijapur road
Beerappa nagar.indi
Bijapur Road.
Indi- 586209
Tel: (08359) 222140 / 225840/ Fax: 08359-225840.
E-mail: [email protected]
INFRASTRUCTURE AVAILABLE IN PARTICULAR:
BABASAB PATIL 35
SHREEPATIGONDA GAS AGENCYINDI
Cover Area 12000 sq ft Gas Godawan
Show Room 4500 Sq ft
No. Of Show room Staff 6
No. of Delivery Men 15
No of Mechanics 2
No of Drivers 4
No. of Supervisors 4
THERE ARE TWO MAIN DIVISIONS IN THE FIRM. THOSE ARE:
LPG Business
Beyond LPG Business
DEPARTMENT 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 36
SHREEPATIGONDA GAS AGENCYINDI
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 guidance
Sales Manger Sr. Mr. Sunil
Sales Manger Mr. Anil
Customer Care Executive Mr. Vinay.
3. Service Department:
Mr. Abu Ahmed heads Service Department and under his guidance
Complaints Head Mr. Abu Ahmed
Mechanic Riyaz Ahmed
Customer care executive Mr. Vinay.
4. ACCOUNTS DEPARTMENT:
Mr. Prabhu Biradar heads Accounts Department and under his guidance
BABASAB PATIL 37
SHREEPATIGONDA GAS AGENCYINDI
Accounts Manager Mr. Anil Thamshetti
Accountants Mr. Basu Kavadi
Jr.Accountant Mr. Samarth Joshi
VARIOUS FACILITIES AVAILABLE AT SHREEPATIGOUDA GAS
AGENCY:
Good infrastructure qualified and trained manpower, good customer service with safety
awareness and innovative ideas were key elements in making shreepatigouda gas agency
successful dealerships
FACILITIES AVAILABLE:
SL. No Facilities & System Availability
01 Good infrastructure YES
02 Trained Man power YES
03 Computerized Booking YES
04 Computerized Billing YES
05 Delivery through vehicles YES
06 Safety Awareness Activities YES
07 Feedback Analysis YES
08 Customer Complaint Handling YES
09 Customer care Management YES
10 Hot Plate Service facility YES
COMPETITORS
BABASAB PATIL 38
SHREEPATIGONDA GAS AGENCYINDI
The main competitors for Shreepatigouda gas agency are:
1. H P GAS. Sindagi
2. Indian Gas. Bijapur
SWOT ANALYSIS
STRENGTHS:
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 / Godwan
2) Good support from the company.
3) Good Impression from the customers .
4) Good infrastructure
5) Excellent Management/ Man Power & Service
6) Huge area covering all villages & town of entire taluka.
WEAKNESS:
1) Short supply from the company due to subsidy concern.
BABASAB PATIL 39
SHREEPATIGONDA GAS AGENCYINDI
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.
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
BABASAB PATIL 40
SHREEPATIGONDA GAS AGENCYINDI
SAMPLING:
BABASAB PATIL 41
Administoter
Manager
Accounts Department
Booking & Delivery Department
Sales Department Servicing Department
Head Mechanics
Mechanics
Sales Executives Delivery man
Owner
SHREEPATIGONDA GAS AGENCYINDI
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.
SAMPLING 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:
BABASAB PATIL 42
SHREEPATIGONDA GAS AGENCYINDI
I have collected the data from the following sources:
A. PRIMARY DATA:
The data collected from the company persons.
Questionnaires
B. SECONDRY DATA:
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 the
data.
BABASAB PATIL 43
SHREEPATIGONDA GAS AGENCYINDI
BABASAB PATIL 44
SHREEPATIGONDA GAS AGENCYINDI
RESULTS AND DISCUSSION WITH GRAPHS AND CHARTS:
1. How do you use to cook the food before purchasing a gas?
Table-1
Frequency PercentValid Electrical coil 42 42.0
Wood 35 35.0Kerosene 23 23.0Total 100 100.0
The same information is presented in the form of diagrammatically as follows:
Diagram-1
The information presented in table3.1 reveals that:
BABASAB PATIL 45
SHREEPATIGONDA GAS AGENCYINDI
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
2) Which Company Gas do you use?
Table-3.2
Frequency PercentValid B P C 91 91.0
H P C 5 5.0I O C 4 4.0Total 100 100.0
The same information is presented in the form of diagrammatically as follows:
Diagram-3.2
The information presented in table3.2 reveals that:
BABASAB PATIL 46
SHREEPATIGONDA GAS AGENCYINDI
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
3. How many Cylinders do you have?
Table-3.3
Frequency Percent
Valid ONE 69 69.0
TWO 31 31.0
Total 100 100.0
The same information is presented in the form of diagrammatically as follows:
Diagram-3.3
The information presented in table- 3.3 reveals that:
BABASAB PATIL 47
SHREEPATIGONDA GAS AGENCYINDI
69% of the respondents are using single cylinder and While 31% of them are using
double cylinders
4. 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
The same information is presented in the form of diagrammatically as follows:
Diagram-3.4
The information presented in table3.4 reveals that:
26% of the respondents say that they refill the cylinder in 20-30 days.
BABASAB PATIL 48
SHREEPATIGONDA GAS AGENCYINDI
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 35Phone 65 65.0Letter 0 0
Sms 0 0
Ivrs 0 0
Total 100 100.0
The same information is presented in the form of diagrammatically as follows:
Diagram-3.5
BABASAB PATIL 49
SHREEPATIGONDA GAS AGENCYINDI
The information presented in table3.5 reveals that:
35% of the respondents are booking their cylinders by meeting personally and
While remaining 65% are booking their cylinder by phone
6. How many days does dealer takes to deliver the Cylinder?
Table-3.6
The same information is presented in the form of diagrammatically as follows:
Diagram-3.6
BABASAB PATIL
Frequency Percent
Valid Same day 10 10.0
1 - 2 days 51 51.0
2 – 3 days 29 29.04 – 6 days 10 10.0
Total 100 100.0
50
SHREEPATIGONDA GAS AGENCYINDI
The 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
SHREEPATIGONDA GAS AGENCYINDI
The same
information is presented in the form of diagrammatically as follows:
Diagram-3.7
The 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
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?
BABASAB PATIL
Frequency Percent
Valid Out door 3 3.0
Kitchen 70 35.0
Store room 20 20.0
Some where out 7 7.0
Total 100 100.0
52
SHREEPATIGONDA GAS AGENCYINDI
Table-3.8
Frequency Percent
Valid Yes 74 74.0
No 26 26.0
Total 100 100.0
The same information is presented in the form of diagrammatically as follows:
Diagram-3.8
The information presented in table3.8 reveals that:
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
9. Does Cylinders which you get is adequate in quantity
BABASAB PATIL 53
SHREEPATIGONDA GAS AGENCYINDI
Table-3.9
Frequency Percent
Valid Yes 90 90.0
No 10 10.0
Total 100 100.0
The same information is presented in the form of diagrammatically as follows:
Diagram-3.9
The information presented in table3.9 reveals that:
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
10. How much does delivery men charges extra other than billed amount?
BABASAB PATIL 54
SHREEPATIGONDA GAS AGENCYINDI
Table-3.10
Frequency Percent
Valid Free 95 95.0
5 - 10 rs 5 5.0
10 - 20 rs 0 0.0
Total 100 100.0
The same information is presented in the form of diagrammatically as follows:
Diagram-3.10
The 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.
BABASAB PATIL 55
SHREEPATIGONDA GAS AGENCYINDI
11. How soon does Mechanic or Gas Dealer Respond Immediately in case of Leakage
Table-3.11
Frequency Percent
Valid 30 min 64 64.0
1 hour 6 6.0 1 day 30 30.0
Total 100 100.0 The same information is presented in the form of diagrammatically as follows:
Diagram-3.11
The 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 day
12. How do you rate the behaviour of counter staff/Deliverymen and Mechanic
BABASAB PATIL 56
SHREEPATIGONDA GAS AGENCYINDI
Table-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 100 100.0 The same information is presented in the form of diagrammatically as follows:
Diagram-3.12
The 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 staff
13. How often does agency conduct mandatory inspection?
Table-3.13
BABASAB PATIL 57
SHREEPATIGONDA GAS AGENCYINDI
Frequency Percent
Valid 1 year 66 66.02 year 20 20.0
3 year 4 4.0 4 year 10 10.0
Total 100 100.0
The same information is presented in the form of diagrammatically as follows:
Diagram-3.13
The 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
BABASAB PATIL 58
SHREEPATIGONDA GAS AGENCYINDI
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 100 100.0
The same information is presented in the form of diagrammatically as follows:
Diagram-3.14
The 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 agency
15. Do you want to migrate if new gas agency is allotted in this town?
BABASAB PATIL 59
SHREEPATIGONDA GAS AGENCYINDI
Table-3.15
Frequency Percent
Valid Yes 6 6.0
No 94 94.0
Don’t know 0 0.0
Total 100 100.0
The same information is presented in the form of diagrammatically as follows:
Diagram-3.15
The 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
BABASAB PATIL 60
SHREEPATIGONDA GAS AGENCYINDI
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.
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 and
While 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
BABASAB PATIL 61
SHREEPATIGONDA GAS AGENCYINDI
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
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
BABASAB PATIL 62
SHREEPATIGONDA GAS AGENCYINDI
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
CONCLUSION
Less than anticipated growth in the face of intensifying competition and rising costs can
hardly be expected to get the company foaming.
Shreepatigouda gas agency is exclusive showroom and it is a well known service
provider for Bharat gas and they are well established in providing satisfactory after sales
services to its customers.
By seeing the observations most of the customers are having positive perception
towards Shreepatigouda gas agency and are satisfied with its services such as Availability of
Timely 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.
BABASAB PATIL 63
SHREEPATIGONDA GAS AGENCYINDI
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 not
more than companies like bharat gas, Hindustan gas, Indian gas and reliance gas etc, are
marketing their products.
Time has become talk of the town therefore the customers give utmost priority to
those gas Industries which produces varieties of gas with Price, Services etc, which have
been exerting influence on the playing decision of the consumer.
The shreepathgouda gas agency is the one of the best Dealer for Bharat gas
exclusively engaged in sales and services of gas it is the only company rendering better
performance from a long period of time with the presence of all these factors shreepathgouda
gas agency is making sales as hotcake.
The study on hand is directed to understand "A study on customer satisfaction
towards after sales services of shreepathgouda gas agency to improve the quality of service."
BABASAB PATIL 64
SHREEPATIGONDA GAS AGENCYINDI
Questionnaire
Dear Sir/Madam,
BABASAB PATIL 65
SHREEPATIGONDA GAS AGENCYINDI
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?
1. BPC 2. HPC 3. IOC
3. How many Cylinders do you have?
1. One 2.two
4. How often you Refill your Cylinder?
1. 20-30 days 2.30-50 days 3. 50-60 days 4.Above 60days
5. How do you Book a Cylinder?
1. Personally 2.Phone 3.Letter
4. SMS 5.IVRS
6. How many days does dealer takes to deliver the Cylinder?
1. Same day 2. 1-2 days 3. 2-3 days
4. 4-6days
7. Where does delivery men delivers the Cylinder?
1. Out Door 2.Kitchen 3.Store Room
BABASAB PATIL 66
SHREEPATIGONDA GAS AGENCYINDI
4. Some where Out
8. Does Delivery men Confirms the Weight of Cylinder?
1. Yes 2. No
9. Does Cylinders which you get is adequate in quantity?
1. yes 2.No
10. How much does delivery men charges extra other than billed amount?
1. Free 2 .5-10 Rs 3.10-20 Rs
11. How soon does Mechanic or Gas Dealer Respond Immediately in case of Leakage ?
1.30 Min 2. 1 hour 3.1 day
12. How do you rate the behaviour of counter staff/Deliverymen and Mechanic?
1. Very Good 2.Good 3.Averagre
3.Poor 4.Very Bad
13. How often does agency conduct mandatory inspection ?
1. year 2. 2 year 3. 3 Year 4. 4year
14. How do you rate overall Performance of Shreepatigouda Gas Agency?
1. Very Good 2.Good 3.Averagre 3.Poor 4.Very Bad
15. Do you want to migrate if new gas agency is allotted in this town?
1. Yes 2. No 3. Don’t Know
*** Thank You ***
BIBLIOGRAPHY
REFERENCE BOOKS:-
BABASAB PATIL 67
SHREEPATIGONDA GAS AGENCYINDI
1. MARKETING RESEARCH Tull and Hawkins.
3. MARKETING Lamb, Hair, McDaniel.
WEBSITE:-
1. www.ebharatgas.com
2. www.google.com.
BABASAB PATIL 68
SHREEPATIGONDA GAS AGENCYINDI
BABASAB PATIL 69