1 A PROJECT REPORT ON CUSTOMER OVERVIEW OF RETAIL OUTLETS (HPCL vs. RELIANCE) FOR HINDUSTAN PETROLEUM CORPORATION LIMITED. SUBMITTED TO UNIVERSITY OF PUNE IN PARTIAL FULFILMENT OF TWO YEARS FULL TIME COURSE MASTERS IN BUSINESS ADMINISTRATION(MBA) SUBMITTED BY KESHAV V. INGALE (BATCH 2006-07) VISHWAKARMA INSTITUTE OF MANAGEMENT, PUNE-48
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Customer overview of retail outlets hpcl vs. reliance
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1
A
PROJECT REPORT
ON
CUSTOMER OVERVIEW OF RETAIL OUTLETS (HPCL vs. RELIANCE)
FOR HINDUSTAN PETROLEUM CORPORATION LIMITED.
SUBMITTED TO
UNIVERSITY OF PUNE IN PARTIAL FULFILMENT OF TWO YEARS FULL TIME COURSE
MASTERS IN BUSINESS ADMINISTRATION(MBA)
SUBMITTED BY
KESHAV V. INGALE (BATCH 2006-07)
VISHWAKARMA INSTITUTE OF MANAGEMENT, PUNE-48
2
ACKNOWLEDGEMENT
I wish to express my sincere thanks and gratitude to Mr. V. V. Mandlekar,
Regional Manager, Aurangabad Regional office and Mr. Bishal Kumar, Sales Officer,
Nanded Sales Area, for giving me an opportunity to do my summer training in their
To deliver the many conveniences and services, we have associated with leading
companies like Coca Cola India, ICICI Bank, Fed Ex, Western Union Money Transfer,
Café Coffee Day, US Pizza, Skypak and many more. We are also forging service
specific alliances with several automobile companies and OEMs like Tata Motors to
jointly identify "Club HP" outlets, which could qualify as "Authorised Service Centers"
for
leading automobile brands.
The roll out of "Club HP" began in a phased manner, initially targeting 85 outlets in the
cities of Mumbai, Delhi, Bangalore and Kolkata. Encouraged by the initial experience,
the Club HP brand has been quickly expanded to cover over 1000 outlets in all major
cities and towns across India. The distinctive red and blue Club HP logo is an all too
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familiar symbol inviting motorists looking for a quick and refreshing fuelling
experience.
"Club HP" outlets are categorized as Standard, Mega and Max depending on the
levels of services and amenities available. Each outlet will offer a bouquet of
standardized services to consumers, depending upon market requirements and logistical
abilities.
o Vehicle Care - The Club HP outlets have been carefully selected to ensure that
they can offer high quality vehicle care. Each Club HP Mega and Max outlet is
equipped with a service station. In addition, the outlets will also provide vehicle
consumable and accessories, all under one roof. More and more outlets will
progressively upgrade to Authorised Service Stations as part of our
association with various vehicle manufacturers.
o Quick Care Points - Consumers are offered a free check up of vital elements
such as engine oil, brake oil, battery water, coolant, fan belt, radiator hose etc.
by the specially trained "Club HP" attendants. In addition, a quick inspection of
the tyres is done and recommendations given in case any immediate action is
required.
o Digital Air Towers The performance and safety of new generation cars
depend a lot on the correct air pressure maintained in the tyres. The specially
designed digital air pressure equipment not only ensures accurate air pressure in
the shortest time but also adds to the comfort and safety of travel.
o Good Fuel Promise Towers - Consumers are offered the facility to personally
conduct simple tests with the help of specially designed standard apparatus. A
simple procedure booklet is also provided to help anyone check the quality and
quantity of fuel. The consumers are also invited to fill in the printed certificate
booklet which will be available at all "Club HP" outlets in order to record their
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assessment. This feedback is regularly screened by the HPCL team to plan
remedial actions or service upgrades in accordance.
o Vehicle Finance and Insurance Related Counsel - HPCL has tied up with
leading vehicle insurance and finance service providers for these activities
which include assistance towards issuance and renewal of policies as well as
extension of loans for purchase of new or second hand vehicles.
o ATMs - HPCL has taken the lead in providing ATM facilities at its outlets in
association with leading banks and is targeting over 400 ATMs very soon.
Select Club HP outlets have already been equipped with ATMs.
o Bills Payments - HPCL has tied up with Skypak Financial Services which is
providing "Drop boxes" at all "Club HP" outlets in a phased manner.
Consumers can utilize these drop boxes to pay bills relating to a variety of
service providers. All one has to do is drop the bill and payment instrument
(Cheque / Demand Draft) for the designated service provider and Skypak will
route the same to the correct destination at no extra cost.
o Communication Facilities - Each Club HP outlet is equipped with a pay - phone
for the convenience of consumers. In addition, select outlets will also provide
high speed internet browsing and e - mail facility.
o HPCL - ICICI co - branded Credit Cards and the Club HP Smart1 Cards -
Customers visiting the "Club HP" outlets will be able to use the HPCL - ICICI
Credit Cards to reap the higher reward points offered by this unique product.
The "Club HP Smart 1", a smart card based loyalty program launched for the
cash paying customers, will also be available at select Club HP outlets to reward
loyal Club HP customers.
o Basic Amenities - Each "Club HP" outlet will extend basic amenities such as
"safe drinking water" through water purifiers, hygienic rest room facilities, food
counters, basic medicines and first aid facility. HPCL has also tied up with Coca
Cola India to provide beverages and bottled water as well as snacks at all "Club
HP" outlets.
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CUSTOMER LOYALTY PROGRAMS:
HPCL has over 1.2 million cards under the various card based loyalty programs.
Following are different cards offered by HPCL---
o Club HP smart1 card
o Drive track card
o HPCL credit card
o HPCL debit card
QUALITY ASSURANCE INITIATIVES:
o HPCL Quality Assurance initiative under the banner Good Fuel Promise has
been given thrust through various pioneering initiatives. HPCL has pioneered
the concept of exclusive Mobile Labs. to strengthen the commitment of Good
Fuel Promise at the retail outlets. 10 Mobile Labs have been commissioned
during the year for conducting quality assurance checks exclusively at Club
HP Outlets.
o We have also finalized the International Agency M/s. Bureau Veritas for
conducting Surveillance Audit of Club HP Outlets.
o A special scheme was introduced to cover our Retail Outlets under ISO
Accredition. 53 Retail outlets have been accredited during the year.
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o During the year 40 retail outlets in Mumbai and Vashi were covered under the
Retail Automation program. The program which was pioneered as a unique
initiative last year is based on the international practice of quality assurance
through quantity checks.
BRANDED FUEL:
o During the year HPCL s Branded Fuel Power has been added to cover over
700 outlets in over 200 markets.
o Turbojet is available in over 450 outlets in over 125 markets.
NON-FUEL BUSINESS:
HPCL has built a profitable Non-Fuel Business with wide range of facilities to
the customers. The non-fuel activities at the retail outlets include ATM; take away food
counter, C Store, vehicle accessories etc. This business is managed through tie-ups
such as Cafe Coffee Day, Diary Den, Western Union, leading banks, US Pizza and Tata
Motors.
GOOD FUEL PROMISE:
A quality product is one that complies with prescribed specifications and is free from
any contamination or adulteration. To ensure that our consumers get contamination free
products, personnel at our outlets check the products regularly.
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In addition, our sales officers carry out regular checks at all the outlets to prevent any
malpractices. The kerosene supplied by HPCL under the public distribution system is
doped with blue dye for on - the - spot identification. So when you get kerosene that is
blue in colour you can be assured it comes from a reliable source.
The blue colour also helps in detecting adulteration of any motor fuel with kerosene
through visual identification. Though we make sure of the quality of a product before it
is passed on to the consumer, we suggest that you carry out these simple checks when
in doubt.
Filter Paper Test (to check petrol)
o Ask your friendly HP dealer for a filter paper.
o Clean the mouth of the nozzle to remove stains.
o Put a drop of petrol on the filter paper from the nozzle.
o The drop of petrol should evaporate in about 2 minutes without leaving a stain
on the filter paper.
o If you notice a stain, then there is a possibility that the petrol is adulterated.
(Sometimes the area of the filter paper where the drop of petrol was put remains
pinkish; it is the colour of the petrol and should not be mistaken for a stain.)
o Density Check (to check petrol and diesel) To check this, you will need a 500
ml jar, hydrometer, thermometer and ASTM (American Society for Testing of
Materials) conversion charts. A hydrometer is a very simple instrument for
measuring the density of any liquid. All these are available at the HP retail
outlets and are made available in case you wish to check the products.
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o Fill about 3/4th of the jar with the product, through the nozzle of the dispensing
unit.
o Dip the thermometer and the hydrometer in the jar and record the temperature
and density as indicated.
o Convert the density recorded into density at 15 degree centigrade with the help
of the conversion chart. This converted density is then compared with the
density shown by the records maintained at the retail outlet on the basis of the
density recorded on delivery challans. (Density at 15 degree centigrade is
mentioned on each delivery challan issued by the supplying depot for every load
sent to the retail outlets.) If the difference is more than +/ - 0.0030, it requires
further testing at approved laboratory. In such case the customer should
immediately get in touch with our concerned Regional Office address of which
is given in this website.
o Checking Lubricants
Lubricants available at our retail outlets are factory sealed and packed. Even then,
while buying lubricants, check the seal of the container for signs of tampering, date of
manufacture and the name of the manufacturer. For the convenience of 2/3 wheeler
drivers, our retail outlets usually provide 2 T dispensers and also keep tamper proof 2 T
pouches.
NEW INITIATIVES:
MOBILE DISPENSER
HPCL has pioneered the concept of Mobile Retail Outlets in the country.
Mobile Retail Outlets have a dispensing unit mounted on tank truck. The tank truck
goes to interior rural markets for supply of diesel to the agricultural markets almost at
the customer s premises. This innovative concept has been welcomed by the rural
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customers because of the benefit of assured quality, quantity, pricing and availability of
the product in the remote and interior markets.
RETAIL OUTLETS IN RURAL MARKETS
HPCL has embarked upon an ambitious plan to set up low cost retail outlets in
rural markets. This would meet the HSD demand of small farmers by making the
product available close to the consumption point and ensuring quality product at a right
Price.
We have already set up a few of such retail outlets under the brand Hamara
Pump in interior rural markets.
34
THEORETICAL BACKGROUND OF
MARKETING RESEARCH
MEANING OF RESEARCH:
Research in common parlance refers to a search for knowledge. One can also define
research as a scientific and systematic search for pertinent information on a specific
topic. In fact, research is an act of scientific investigation. The advanced learner s
Dictionary of Current English lays down the meaning of research as a careful
investigation or inquiry especially through search for new facts in any branch of
knowledge. Redman and Mory define research as a systematized effort to gain new
knowledge.
Research is an academic activity and as such the term should be used in a technical
sense. According to Clifford Woody research comprises defining and redefining
problems, formulating hypothesis or suggested solution; collecting, organizing and
evaluating data; making deductions and reaching conclusions; and at last carefully
testing the conclusion to determine whether they fit the formulating hypothesis. It is
the pursuit of truth with the help of study, observation, comparison and experiment. In
short, the search for knowledge through objective and systematic method finding
solution to problem is research.
OBJECTIVES OF RESEARCH:
The purpose of research is to discover answer to questions through the application of
scientific procedures. Though each research study has its own specific purpose, we may
think of research objectives as falling into a number of following groups: -
To gain familiarity with a phenomenon or archive new insights into it.
To portray accurately the characteristics of a particular individual, situation or a
group.
To determine the frequency with which something occurs or with which it is
associated with something else.
To test a hypothesis of a casual relationship between variables.
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MEANING OF RESEARCH METHODOLOGY:
Research methodology is a way to systematically solve the research problem. It may
be understood as science of studying how research is done scientifically. In it we
study various steps that are generally adopted by a researcher in studying his research
problem along with logic behind them. It is necessary for researcher to know not only
the research methods/ techniques but also the methodology. Research methodology
has many dimensions and research methods do constitutes a part of the research
methodology. Thus when we talk of research methodology we not only talk of
research methods but also consider logic behind the methods we use in context of our
research study and explain why we are using a particular method or technique and
why we are not using others so that research result is capable of being evaluated either
by the researcher himself or by others.
RESEARCH PROCESS:
Before embarking on the details of research methodology and techniques, it seems
appropriate to present a brief overview of research process. Research process consists
of a series of action or steps necessary to effectively carry out research and the desires
sequencing of these steps. The following order concerning various steps provides a
useful procedural guideline regarding the research process:
Formulating the research problem.
Defining Research objective.
Development of working hypothesis.
Preparing the research design.
Determining sample size.
Deliberate sampling.
Simple random sampling.
Systematic sampling.
Stratified sampling.
Quota sampling.
Cluster sampling and area sampling.
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Multi stage sampling.
Sequential sampling.
Collecting the data.
By observation.
Through personal interview.
Through telephone interview.
By mailing of questionnaires.
Execution of the project.
Analysis of data.
Hypothesis testing.
Generalization and interpretation.
Preparation of the re port or the thesis.
TYPES OF RESEARCH:
Descriptive research.
Analytical research.
Exploratory research
Causal research
Quantitative research.
Qualitative research.
The above-mentioned are the various type of research, which a researcher can apply
in order to achieve one s desired objective. Therefore to achieve the objectives of this
research, descriptive research type has been used.
This will be based on proper Research design to meet the objectives of the project /
study.
37
RESEARCH METHODOLOGY
Methodology used for market research is presented in the following
RESEARCHPLAN
1. INFORMATION REQUIRED: -
The information required for the study was
Approximate number of vehicles running in the city.
Information of products of company
Information of competitors
Information of competitor policy
Information of marketing trend
Information of customers expectation
Customer satisfaction level
2. SOURCES OF DATA: -
A. SECONDARY SOURCES
The main secondary data sources were data recorded with the company and
with the retailers.
B. PRIMARY SOURCES
To fulfill the objectives of the study, primary data was collected by
questionnaire and direct approach. The data was used latter for analysis.
3. RESEARCH APPROACH: -
The research approach was survey. The study necessarily required the
information, which was primarily in nature. It was felt that survey was best
38
option. An objective involved studying the opinion of customers or new users,
there needs preferences, behaviour towards HPCL. Survey method was found
most adequate and useful.
4. RESEARCH INSTRUMENT: -
The research instrument chosen was a structured questionnaire. Questionnaire
was tested by Mr.Bishal Kumar, who is Sales Officer of HPCL and my Project
Guide for this project, and necessary changes were made in questionnaire.
5. SAMPLING PLAN: -
A) UNIVERSE: -
The customers for the study were the vehicle owners in Nanded city
who use petrol or diesel for their vehicles.
B) SAMPLING SIZE: -
The sample consisted of 270 customers. These customers were
categorized as
Two wheeler owners : 135
Three wheeler owners : 48
Four wheeler owners : 57
Heavy vehicle owners : 30
C) SAMPLING METHOD: -
The sampling method employed for the study was basically stratified as
random sampling. Respondents were contacted at random at different retail
outlets.
39
D) SAMPLE MEDIA: -
The respondents in sample were contacted through personal interview
with the help of questionnaire. Questions are mostly close ended.
6) LIMITATIONS: -
Generally most of the customers do not have time at outlets to give
feedback. Some of the customers were hesitating to give response. The
customers from rural areas were unaware of the brands and also brand owners
which acted as barrier in conducting thorough survey.
40
DATA ANALYSIS
1. Customer segmentation according to TYPE OF VEHICLE
Two wheeler Three wheeler Four wheeler Heavy vehicle Total
135 48 57 30 270
Figure No.1
Type of vehicle
50%
18%
21%
11%Two wheeler
Three wheeler
Four wheeler
Heavy vehicle
Interpretation: Out of total 270 targeted customers-
50% respondents are Two wheeler owners
18% respondents are Three wheeler owners
21% respondents are Four wheeler owners
11% respondents are Heavy vehicle owners
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2. Customer segmentation according to OCCUPATION
Serviceman
Businessman
Farmers Students Unemployed
Others Total
127 81 21 27 3 11 270
Figure No.2
OCCUPATION
47%
30%
8%
10% 1%4% Serviceman
Businessman
Farmers
Students
Unemployed
Others
Interpretation: Out of 270 targeted customers-
47% respondents are Servicemen.
30% respondents are Businessmen.
8% respondents are Farmers.
10% respondents are Students.
1% respondents are Unemployed.
4% respondents are Others.
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3. TYPE OF FUEL USING
Petrol Diesel Total
150 120 270
Figure No.3
56%
44% Petrol
Diesel
Interpretation: Out of 270 targeted customers-
44% customers use Diesel as Fuel.
56% customers use Petrol as Fuel.
43
4. OUTLET PREFERENCE
HPCL BPCL IOCL RIL IBP TOTAL
77 53 45 92 3 270
Figure No.4
OUTLET PREFERENCE
29%
20%17%
33%
1%HPCL
BPCL
IOCL
RIL
IBP
Interpretation: Out of total targeted customers of 270-
29% respondents prefer HPCL's retail outlet.
20% respondents prefer BPCL's retail outlet.
17% respondents prefer IOCL's retail outlet.
33% respondents prefer Rilience's retail outlet.
1% respondents prefer IBP's retail outlet.
This indicates that in terms of customer preference, Reliance is the market leader followed by Hindustan Petroleum Corporation Ltd.
44
5. Factors Affecting Selection
Nearest Quality & Quantity Brand & Service All Total
71 169 18 12 270
Figure No.5
FACTORS AFFECTING SELECTION
26%
63%
7% 4%Nearest
Quality & Quantity
Brand & Service
All
Interpretation: For the total targeted customers, selection decision is affected by -
26% respondents say Nearness of retail outlet.
63% respondents say Quality & Quantity of fuel at retail outlet.
7% respondents say Brand & service of retail outlet.
4% respondents all the criteria of retail outlet.
It means majority of the consumers prefer Quality & appropriate Quantity of fuel over other factors.
45
6. Fuel Refilling card users
ICICI HP card
Drive smart & drive track
Petro card Other None TOTAL
25 15 25 10 195 270
Figure No.6
FUEL REFILLING CARD USERS
9%6%
9%
4%
72%
ICICI HP card
Drive smart &drive trackPetro card
Other
None
Interpretation: Out of total targeted customers-----
9% respondents hold ICICI HP card
6% respondents hold drive smart & drive track card
9% respondents hold petro card
4% respondents hold other cards
72% respondents do not hold any card
There is still 72% scope to increase card based loyalty of consumers.
46
7. Brand Awareness
Two wheelers Three wheelers Four wheelers Heavy vehicles Total Yes 50 6 22 12 90 No 85 42 35 18 180
Figure No.7
BRAND AWARENESS
50
85
6
42
22
35
1218
0102030405060708090
Yes No
Two wheelers
Threewheelers
Four wheelers
Heavy vehicles
Interpretation: Out of total 270 targeted customers, 90(i.e. 33%) customers are aware of the brands available in the market and 180(i.e. 66%) customers are not aware of any brands. The segment-wise brand awareness amongst customers is as following---
37% of the two wheeler owners are aware of brands.
12.5% of the three wheeler owners are aware of brands.
39% of the four wheeler owners are aware of brands.
40% of the heavy vehicle owners are aware of brands.
This interpretation indicates that there is still 66% scope for the BRAND Penetration & BRAND Promotion.
47
8. Service Given At Outlets
Two wheelers
Three wheelers
Four wheelers
Heavy vehicles
%age
Excellent 30 28 36 18 41 Good 96 20 21 12 56 Bad 9 0 0 0 3 Total 135 48 57 30 100
Figure No.8
Service given at outlets
30 28 3618
96
20 21129
0 0 00
20406080
100120
Twowheelers
Threewheelers
Fourwheelers
Heavyvehicles
Excellent
Good
Bad
%age
41%
56%
3%
Excellent
Good
Bad
Interpretation: Out of total 270 targeted customers-----
41% respondents say service given at retail outlets is excellent.
56% respondents say service given at retail outlets is good.
3% respondents say service given at retail outlets is bad.
48
9. Customer Expectations
Two wheeler Three wheeler
Four wheeler Heavy
vehicle Quality & Quantity 66 14 23 15
Quick Service 36 8 23 12 Good communication 27 20 9 3
Others 6 6 2 0 Total 135 48 57 30
Figure No.9
CUSTOMER EXPECTATIONS
66
1423
15
36
8
23
12
2720
936 6 2 0
0
10
20
3040
50
60
70
Twowheeler
Threewheeler
Fourwheeler
Heavyvehicle
Quality & Quantity
Quick Service
Goodcommunication
Others
%age
44%
29%
22%5%
Quality & Quantity
Quick Service
Goodcommunication
Others
Interpretation:
49
Out of total 270 targeted customers-----
44% respondents expect good quality & appropriate quantity of fuel.
29% respondents expect quick service i.e. quick delivery of fuel at outlets.
22% respondents expect good communication by retailers.
5% respondents expect other delights at retail outlets.
50
10. Awareness of value added services
Two wheelers
Three wheelers
Four wheelers
Heavy vehicles
Total
YES 30 6 3 6 45 NO 105 42 54 24 225
Total 135 48 57 30 270
Figure No.10
AWARENESS OF VALUE ADDED SERVICES
30
6 3 6
105
4254
24
020406080
100120
Twowheelers
Threewheelers
Fourwheelers
Heavyvehicles
YES
NO
Interpretation: Out of total 270 targeted customers-----
17% respondents are made available of value added services given by respective companies at the retail outlets.
83% respondents are not made available of value added services given by respective companies at the retail outlets.
51
11. Rating
HPCL BPCL IOCL RIL IBP
Outstanding 68 39 55 81 0
Excellent 45 50 43 69 0
Good 55 30 25 37 0
Average 0 0 15 8 0
Bad 0 0 0 0 0
Total 168 119 138 195 0
Figure No.11
RATING
0
20
40
60
80
100
HPCL BPCL IOCL RIL IBP
COMPANY NAME
NO
. OF
R
ES
PO
ND
EN
TS
Outstanding
Excellent
Good
Average
Bad
Interpretation: Out of total 270 targeted customers-----
In the category of Outstanding companies, Reliance leads with 33% votes, followed by HPCL with 28% votes.
In the category of Excellent companies, Reliance leads with 33% votes, followed by HPCL with 21% votes.
In the category of Good companies, HPCL leads with 35% votes, followed by Reliance with 24% votes.
52
LIMITATIONS OF THE PROJECT
No project is ideal. In reality the researcher always comes across different problems
which act as limitations of the project. Likewise there were lots of limitations to this
project also, such as ---
I. Biased reply of respondent.
II. Lack of awareness.
III. Transportation problems because of rainy season.
IV. Time constraint.
V. Budget constraint.
VI. Non availability of data.
53
CONCLUSION
Following conclusions can be drawn from the analysis
Majority of customers are satisfied with service given at retail outlets. But when
it comes to customer delight, only Reliance is up to the customer expectation
The Customer segmentation shows that the majority of the customers in Nanded
region are Two wheeler owners followed by Four wheeler owners. And most of
them are Servicemen or Businessmen.
Only 33% customers are aware of different branded fuels available in the
market.
In terms of Outlet preference, Reliance leads the market with 33% market share
followed by HPCL with 29% market share.
Quality and appropriate quantity has the first preference in the minds of
customers when they go for filling up fuel. Also customers prefer the nearest
retail outlet.
Most of the customers in Nanded region are not aware of value added services
such as fuel refilling cards and on the retailers side also there is no as such drive
of making customers aware.
Reliance is on the top of the customers mind with outstanding performance
followed by HPCL.
54
RECOMMENDATIONS
To enhance the market share in Nanded Sales area, Hindustan Petroleum
Corporation Ltd. should undertake following steps ---------
Give proper training to delivery-boy so that he can communicate with the
customers in better way.
Conduct awareness drives amongst customers about the different branded
fuels of HPCL at retail outlets.
As there is 66% scope for brand penetration, apply suitable promotion
techniques to tap the market.
Since there is 72% scope to increase card based loyalty of customers,
promote fuel refilling by card, at the same time provide more card accessing
utilities at retail outlets.
Provide pleasant ambience at the retail outlets and employ well trained
delivery-boys at outlets to serve customers even better so that customer get
delighted.
There is need for advertisements of branded fuels at local level.
55
BIBLIOGRAPHY
BOOKS:
Marketing Research by Naragundkar
Marketing Research by Beri
Research Methodology IInd Edition by R. C. Kothari
5) Reasons You consider while going to above outlets---
a) Nearest outlet
b) Quality/Quantity of fuel
c) Brand and service
d) All
6) Do you hold any type of fuel refilling card?
a) ICICI HP card
b) Drive smart & drive track card
c) Petro card
d) Any other card
7) Are you aware of Branded Fuels?
a) Power / Turbo Jet
b) Extra mileage
c) Speed
d) Any other
8) How you are treated at outlets.---
a) Excellent
b) Good
c) Bad
58
9) What are your expectations from delivery-boy and retailer?
a) Quality & quantity of fuel
b) Quick service
c) Good communication
d) Any other
10) Is dealer making you aware of value added services provided by
respective companies at retail outlets ?
Yes NO
11) How do you rate the companies on 0 10 scale?
a. HPCL
b. BPCL
c. IOCL
d. RELIANCE
e. IBP
12)If you have any suggestions
I would suggest:
___________________
___________________
Name:
Occupation:
Sign.: We thank you for your valuable feedback & sincerely appreciate your honest opinion.
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