hp gAS.doc

HP Gas Modern LPG was first launched by Union Carbide as "PYROFAX" brand in the year 1920. LPG marketing started in india in fifties by Burmah Shell & Stanvac in towns around the Refineries. The marketing of LPG was entrusted to private concessionaires of Esso & Caltex such as erstwhile Kosan Gas, DGPL & JK Gas. HPCL commenced marketing of LPG under the brand name "HP GAS" in 1979 with takeover of these concessionaires and merger with HPCL with a customer holding of 7.8 lakhs. The demand was sluggish till 1970-sales 174 TMT.

Today Liquefied Petroleum Gas (LPG) has become the single most popular household fuel. Since it was introduced in 1955, LPG consumption has gone up tremendously. HP Gas today has over 21 million domestic LPG consumers catered through a network of over 2200 distributors. HP Gas, the HPCL brand of LPG, is what keeps the fire burning in millions of indian homes. Bottled at 44 LPG Bottling Plants throughout the country with a total capacity of nearly 2500 thousand metric tons per annum, HP Gas reaches you after through checking at every stage right from bottling to distribution. That is what makes HP Gas synonymous with Safety.

As a step to restructure HPCL, it undertook Business Process Re-engineering, and HP Gas was identified as a separate strategic business line. Accordingly, LPG Regional Offices were formed with LPG bottling plants as nodal points, and dedicated HP Gas sales areas were set up. The field marketing set up consists of 26 exclusive LPG Regional Managers. There are sales areas in each region with an exclusive Sales Officer looking after the various aspects of LPG marketing of a particular geographical area including keeping a check on the HP Gas distributorships.

HP Gas is a Propane / Butane mixture liquefied under normal ambient temperature and moderate pressures. It is a safe, clean burning, reliable, high calrofic value fuel. In addition to it use as a domestic fuel, it is also widely used in industries, where there is a requirement of low sulphur content fuel and fine temperature controls. HP Gas conforms to IS:4576-1999 specifications.

LPG : The fuel of the new Generation LPG Gaining Popularity HP Gas

Properties of LPG

Advantage of LPG Compared to other fuels

Specifications of LPG as per IS 4576 -1999

Comparison with other fuels

LPG Gaining Popularity

Liquefied Petroleum Gas is fast gaining popularity in industries for a wide variety of uses.

For industries today, quality, costs, efficiency, environment, heat controllability, among others, are major concerns when it comes to choosing the right fuel.

LPG addresses all these - making it the ideal fuel choice for a host of industrial applications.

LPG is a pure, clean energy source which provides even and controllable heat. This makes it the ideal heat and power source for a wide range of industrial uses.

Since LPG is almost free from sulphur, it can be used in sensitive situations such as chemical processes, etc.

LPG is also used for space and process heating to power industrial ovens, kilns, furnaces, machinary and in food processing units.

The Chemical composition of propane is C3H8 and butane, C4H10.

Properties of LPG

LPG is twice as heavy as air and half as heavy as water. LPG is colourless and odourless; hence an odorent is used to

detect leaks. LPG can be compressed at a ratio of 1:250, which enables it

to be marked in portable containers in liquid form. LPG is safe fuel and ignities only within the specified LPG- Air

ratio of 2% to 9%. A high calorific value of 11,900 Kcal/Kg results in high

efficiency heat output.

Advantage of LPG Compared to other fuels

Clean Burning

No soot, burners have a longer life - so maintenance is low

No spillage as it vaporises at atmospheric temperature and

pressure.

Effects of corrosion are greatly reduced

Instantly controllable flame temperature

Avoids scaling and decarborising of parts

Environmentally friendly fuel, with minimal sulphur content

and sulphur- free emissions

Very high efficiency with direct firing system

Instant heat for faster warm-up and cool-down

Free form peak time premium rates, unlike electricity. One

rate round the clock Can be used for a variety of applications

Specifications of LPG as per IS 4576 -1999

No.

CharacteristicsRequirement

for Commercial

Description

Butane - Propane Mixture

85

1Vapour Pressure at 40O C in KPa gauge Max (Note 1)

1050 (Note 2) D1267

2

Volatility: Evaporation Temp in OC for 95% by Vol. at 760mm Hg pressure max.

2.0 D1837

3Total volatile Sulphur ppm Max.

150D2784D3246

4Copper Strip corrosion at 38 O C for 1 hour

Not worse than No. 1

D1838

5 Hydrogen Sulphide PassD2420 (Note 3)

6 Free water content None Visual

Comparison with other fuels

FuelKCal / Kg(At room

temperature)Heat transfer

efficiency

LPG 11900 85%

SKO 11100 50%

Light Diesel Oil (LDO)

10700 60%

Furnace Oil (FO) 10280 55%

Natural Gas (CNG) Pass 65%

Coal None 15%

Firewood 4400 15% to 20%

Electricity 860/Kw 65%

Domestic LPG Overview

HP GAS. The HPCL brand of  Liquified Petroleum Gas (LPG), popularly known as cooking gas, is a mixture of hydrocarbons which are gaseous at normal temperature, but can be liquified at moderate pressure, and can be stored in cylinders as a liquid under pressure, and is drawn out and used as gas.

Quality

LPG is a colourless gas. LPG is not poisonous. However, at the time of production, mercaptan (a chemical compound) is added to it so as to give the now familiar foul smell for easy detection of gas in the air. Even very small quantities of gas can be detected by this smell.

Safety

Since LPG is almost twice the weight of air it tends to settle down at floor level, particularly in depressions. Hence, care has to be taken in placing the gas installations in the house. Also the fact that 1 cc. of liquid LPG multiplies into about 270 cc. of gaseous LPG helps it spread very rapidly in the atmosphere. Hence, if a gas cylinder leaks, it should be immediately  removed to an open area.

Quality & Infrastructure High tech infrastructure and stringent quality control Hindustan Petroleum, the second largest integrated Oil Company of india has 40 well spread out LPG Bottling Plants, 2 LPG Import facilities and two tap off points on Jamnagar Loni LPG Pipeline of GAIL, and 2 tap off point on Visakh secunderabad pipeline of GAIL, in the country with latest state of art technology. High tech Infrastructure with on line automatic quality control equipment ensures total quality checks of Cylinders at Bottling Plant.

These equipments are upgraded from time to time High tech infrastructure and stringent quality control

 HPCL have 20 electrical Carousel of automatic type which fills cylinder automatically basis tare weight of cylinder encoded on line. Filling of Cylinders and checks of quality filled in cylinders are interlocked in the system for automatic operation. Machines installed are with proven performance record in the industry and it ensures total quality checks of filled cylinders.

Electronic Quality Assurance Facilities On line quality checks are of Automatic one and works in it's own basis set program and euipment are very sensitive. Equipment detects non premissible cylinders and put the same in the correction loop automatically and ensures total quality of marketable cylinders.

Advantages:

Fully Automatic operations. Segregation of non conforming cylinders are automatic. Checks leakage with accuracy of 0.5 gm/hr leakage

 State of the art Import facilities ensuring quality product HPCL have LPG Storage Facility of 65000 Tons of LPG at LPG Bottling Plants and Import Terminals.

Storage facilities are of three types. Above ground Bullets of capacity 50 MT to 150 MT each. Spheres of capacity 600 MT to 1400 MT each. Mounded Storage of capacity 200 MT to 1000 MT each.

Storage facilities have been constructed with applicable safety distance from other facilities and conforming with safety and statutory norms. Storage facilities are provided with in built fail safe technology to prevent over filling and over pressure.Automatic fire fighting systems have been provided for storage facilities to protect these facilities from any eventuality of fire..

 Modern Storage facilities with built in safety features. HPCL have two nos. largest Import facilities in the Country . One at Mangalore with capacity of 1.0 MMTPA and other is at visakh with capacity of 0.6 MMTPA. These facilities are used to receive imported LPG as well as coastal input.The product id used to cater to the requirements of southern part of india and part of eastern india.

Import facilities are provided with modern state of art technology and fail safe mechanism is in built in the system.Both the import facilities are located in prominent place as regards to LPG market and can handle large quantity of LPG at a time.

Safety & Environment General SH & E In HP GAS SAFETY, HEALTH & ENVIRONMENT have continued to gain increasing importance, and rightly so, in view of the ecological imbalance that the world is facing at large.HPCL as a responsible Corporate Citizen has always strived to strike a right balance between operating its business and maintaining a sense of harmony with its surroundings.

It is the PEOPLE who make their working environment safe by adopting safe work practices and it is these work practices that form a part of any Environment, Health & Safety(Sh&e) Policy. the Objective of SH&E Policy is not only to bring about awareness, but to also promote a pollution free environment; and create a healthy surrounding and safe working conditions by constantly guiding all our actions within a consciously recognized and adopted set of standards.

The SH&E Policy is atestimony to HP GAS's Commitment towards protection of environment as we have a great responsibility to not only protect the health&safety of our colleagues but also hand over a safe word

to the future generation to come. we follow the SH&E Policy, not only in word but in spirit, and actively contribute towards achieving its objectives.  

Safety HP GAS committed to conduct it's business in the way that protects the safety of personnel involved in the business including the customers and the public.It's our goal to have our business 100% free from accidents, injuries and occupational illness through the active participation of every one involved in our business.

To meet goal of 100% accident free operation HP Gas carry out following:

Design, Install, implement and maintain facilities which control safety risks.

Comply with statutory regulations and standards for controlling the risks.

Train the personnel working at work place for safety aspects, safe behaviour and effective use of equipment's to avoid any incident/accident.

Undertake reviews, analyze, evaluate and install optimum value available safety/operational equipment's for achieving the accident free operations economically.

Comply with satutory regulations & regulation of OISD(Oil Industry Safety Directorate), Ministry of Petroleum and Natural Gas,New Delhi(india) for safe operation of plants. R A & DMP(Risk Analysis)-RA studies being conducted as and when required at Plants/Import facilities to analyze the risk involved and how to manage the risk.

Necessary measures taken to mininmize the risk at work places.DMP(Diaster Management Plan)- On site & off site DMP has been prepared in consultation with local administration and other concerned statutory authorities to control on any emergency/exigency situation. Monitoring for improvement and well control for safe working. SH&E Department carry out internal safety audits and coordinate for 100% compliance of internal & external safety audits recommendations.

Following are key activities of SH&E:

Security of property and Personnel Operational Safety Safety Audit Programs Product Knowledge

Incident/Acdient/Near Misses investigation for root cause analysis Emergency Response and File Protection. Environmental protection Safety, Training, Health records.

 Health HP GAS is committed to create a healthy working atmosphere and to overcome on any kind of OcupationalHealth hazard associated with LPG at work place. HP Gas have plans to evaluate health risk is any at work place, and take appropriate measure to overcome on such risks.

HP GAS has engaged CDP(Company Designated Physicians) and ( or ) made arrangement with near by hospital for regular medical check up/monitoring health & handling of medical emergency of the employees.In addition company has got medical centers at our main controlling offices at metros. In addition our employees are medically insured as per HPCL Policy. we comply with statutory regulations on "HEALTH".

Few plants have carried out Occupational Health Survey and implemented the recommendations of survey report. HP GAS plans to carry out occupational health survey at all the plans and implement recommendations of surveyor.

Training on Occupational Health and Environment are regularly imparted to employees to encourage them to be concerned and respect the environment and make them understan that every one is responsible for maintaing healthy environment and adopt appropriate working practices.

Environment HP GAS is committed to conduct it's business in the healthy and environmental friendly. HP GAS plans to carry out study on environmental risks at all the plants and implement recommendations of survey Various Environment Programs are done for betterment of environment in and around work place. Training on Occupational Health and Environment are regularly imparted to employees to encourage them to be concerned and respect the environment and make them understand that every one is responsible for maintaining healthy environment and adopt appropriate working practices.

we comply with environment standards and statutory regulations/requirements on environment like.

Air & Water pollution prevention, Waste management procedure etc.

Given below values to environment Eco Friendly:

Regularly promoting to convert Oil Fuel Vehicles in to Auto LPG so that pollution is reduced and becoming more environments friendly.

Plants/import facillities of HP GAS are ISO 9001:2000 Certified Plants.

MLIF(Mangalore Import Facilities) is ISO 14001:2004 Certified Plants.

Plants have taken initiative for obtaining ISO 14001:2004 certification. work in progress.

Availability of Management system for any sludge/Solid waste disposal. We plan to have ETP(Effluent Treatment Plants) at our major plants to ensure that no pollution go out of plants through waste.

Water harvesting plant has been installed at few plants. MLIF has planned to install shortly second harvesting plant.

Regular plantation and maintaining green belts.

Under ISO 9000 Certifications:

Plants/Import Facilities of HP GAS are ISO 9001:2000 Certified Plants.

MLIF(Mangalore Import Facilities) is ISO 14001:2004 Certified Plants.

Plants/Import Facilities has taken initiative for obtaining ISO 14001:2004 certification.

Mangalore LPG Import Facilities (MLIF) is ISRS (International Safety Rating System) Level 7 Certified location. It's the First Marketing Location in Oil Industry in India who has got ISRS level certification.

Major Fire Fighting Facilities:

Sufficient capacity Fire Fighting Engines Automatic Fire Fighting System - Quarzoid Bulb heat detection system

for detection of any fire and actuate for Auto fire fighting system and operating water sprinklers for extinguish fire.Also push buttons Auto fire fighting system is provided.

Sufficient water storage as required for 4 HRs fire fighting are provided.

GAA Monitoring System to detect any leakage of LPG and giving alarm for Fire fighting.

Pressure Vessels are provided with over filling alarm system and actuate auto shut off pumps/compressors system.

Safety Equipment's/PPE's/Safe Clothes for safe working. Effective communications systems. Electrical tripping systems to trip off VCB/OCB/other electrical

circuits in case of any leakage/short circuit.  

Under Safety Activities Mock Drill Considering LPG locations are very risky, every one working at such location needs to be trained to manage any exigency situation. They are given training by way of Mock drills. HP GAS carry out 2 mock drills in a month at each plant so that personnel working at place are enough trained to meet exigency situation.

Mock Drill Involving External Agencies A goal of 2 mock drills in a year is set by HP GAS, so that personnel working at place are well trained and active to meet any kind of exigency.

Training

The utmost care is given to import training to company employees, Contractor workmen, security personnel, Trucks crew, Cylinder Delivery Men and Mechanics. Several training programs covering several peoples have been organized and is a continuous process.

In current year as of Feb.2005, over 20000 personnel have been covered under training programs by HP GAS.

A training project "UTSAH" for organizing Behaviour and Functional Training programs.HP GAS has covered various locations under this program and programs are continued till all LPG Plants are covered.

Conservation of LPG LPG IS PRECIOUS CONSERVE IT 

By using few simple tips as given below you can cutdown your fuel bill and also will contribute to the fuel conservation which is a national and global need of today. 

Cover Open vessel by lid as far as possible

Before lighting stove prepare and keep all the material ready and within reach

Use pressure vessels wherever possible

Reduce flame once boiling starts

Use vessels of right size and shape

Clean burners regularly

Avoid using the round bottom utensils

Safety Tips for Consumer What are the points to remember about the rubber tubing?

  It must be of approved quality, (ISI mark). It should be as short as possible. Maximum length should be about 1.5

meters.

It should be easily accessible for inspection.

Keep it away from heat and fire.

Push it so as to cover the full length of the nozzle.

Make sure it does not get heated by the burner, or is looped/twisted.

Clean it with wet cloth only. Don't use soap to ease the tube over the nozzle.

Check it regularly for cracks, holes, softness, and porosity especially at the ends.

Replace tubing every 2 years if not earlier.

Do not cover rubber tubing by any other object or sleeve.

 The Pressure Regulator is very important too. It is connected to the outlet of the cylinder valve. its function is to regulate the pressure of the gas coming out of the cylinder and supply it at a constant pressure to the hot plate. 

If you smell gas Disconnecting the empty cylinder

Connecting the filled Cylinder

To light the burners

Safety goes a long way

Good habits for your safety

 If you smell gas 

Do not operate electrical switches. Ensure that stove knobs are in OFF position

Do not light a matchstick even to detect the leakage of LPG.

Switch OFF the pressure regulator by turning the knob clockwise to the OFF position.

Open all doors and windows

If the smell persists, call your HP Gas distributor during office hours. For emergencies after office hours or on holidays please call up your nearest Emergency service cell.

An experienced person can detach the regulator. Fix the safety cap on the valve.

 Disconnecting the empty cylinder 

Put out all the flames and fires including incense sticks, candle, pooja lamp in the kitchen and adjoining rooms

Close all the taps on the cooking stove

Turn the switch knob of the regulator from ON position to OFF position

Grip the regulator and pull the bush (black plastic locking ring) up and lift the regulator by giving a gentle swivel. Regulator will thus get detached from the valve on the cylinder

Place the delrin (plastic) safety cap on the valve of the cylinder. Press the cap firmly down until a distinct click is heard. Now the empty cylinder can be removed

 Connecting the filled Cylinder  

To remove the safety cap, press it down, PULL the cord and keeping it pulled, LIFT the cap off the valve of the cylinder.

Check whether sealing ring is in place inside the cylinder valve by feeling the same with the help of your little finger. Do not use the cylinder if the ring is missing, put back the safety cap and contact your distributor for replacement of cylinder.

To mount the regulator on the filled cylinder, carry out the following steps:

Ensure the switch knob of the regulator is in the OFF position

Grip the regulator and pull up the plastic blush

Place the regulator vertically on the valve and press it down till its edge touches the hexagon of the valve on the cylinder with a gentle swivel. Release the black plastic bush and then press it down.(you may hear click sound)

The pressure regulator is now locked on the cylinder.

 To light the burners  

Turn the switch knob of the regulator anti - clockwise till it is in ON position Hold a lighted matchstick near the burner head of the stove and turn the knob of the stove to ON position

 Safety goes a long way  

Do not wear nylon garments or similar fabric when cooking Never leave the cooking appliance unattended when in use

Never try to Repair, Adjust or Inspect any part of the HP Gas Installation or allow fake mechanics to do so.Allow authorized mechanic to inspect the installation once in two years

Do not use long curtains on windows if your cooking appliance is near it. They can blow over the burner and catch fire

Insist on redelivery check of the refill cylinder at the time of its delivery

Do not install the cooking appliance on the floor. Do not use a wooden table without asbestos sheet over it

HP Gas should never be used in a poorly ventilated room

Never install a HP Gas cylinder below ground level or in cellars or basements

No other heating device (Like an electric oven or a kerosene stove) should be placed within one meter of a HP Gas appliance

Do not use any cover on the rubber tube, rubber tube T joint connection or trolley for cylinder in your HP Gas installation

Never leave the regulator in ON position after cooking is over or during night

Always smell for leakage of LPG before lighting the stove

Never use the rubber tube if it has cracks or is more than 2 years old

  Good habits for your safety

The place where you install your gas installation is very important. If the following precautions are taken, it will by itself be an insurance against any mishaps occurring in your kitchen.

Always keep the cylinders in a vertical position with the valve on top. If cylinder is placed in any other position, liquid LPG may gush out of the open valve creating a dangerous situation.

Cylinders must be installed at ground level and never below ground level or in cellars or basements etc.

PREFACE

The student of M.B.A. 3rd Sem. has to undergo

project Report as a part of their academic Course. The

“Service Profile Survey of HP Gas” is a part of this

project. The main purpose of undergoing such a

searching is to know the Services of HP Gas in Sagar City.

This report is preferred as the “Service Profile

Survey of HP Gas”. The searching was conduct of the

HP Gas website. This report presents the introduction of

management profile of HP Gas along with data analysis,

interpretation, limitation, suggestion and conclusion. The

field searching was conduct with help of questionnaire,

personal information of HP Gas through the Internet.

The main purpose of this searching is to determine

the services of the HP gas in Sagar.

DECLARATION BY THE CANDIDATEDECLARATION BY THE CANDIDATE

Date………….

I declare that the Project report titled “Service Profile

Survey of HP Gas” is my own work conducted under the

Supervision of MR. AJAY DWIVEDI Lecturer, Department of

Business Management, S.S.H.C. Jain Institute of Management &

Research affiliated by Dr. Hari Singh Gour Central University Sagar.

To the best of my knowledge the report does not my work,

which has been submitted for the award of any degree, anywhere.

Signature of Candidate

Devendra Singh Thakur

MBA 3rd Semester

ACKNOWLEDGEMENT

I would like to pay my sincere thank to Mrs. Parul Guru Head

of Department, S.S.H.C. JAIN IMR, Sagar for providing me with the

opportunity of doing the project Report. This report is based on

“Service Profile Survey of HP Gas” which I will an asset

through out my life.

I pay my heartiest thanks to my project guide Mr. Ajay

Dwivedi & Faculty Members of SSHCJ IMR Lecturer whom I always

found supporting me at times when I was in trouble. He is very

supporting and helping, without his I would not have been

completed my project report successfully.

At last I would like to thank all staff members of my

department, parents and friends for their kind support and

suggestions.

Devendra Singh Thakur

MBA 3rd Semester

C E R T I F I C A T E

DATE…………DATE…………

The period report title “Service Profile Survey of HP

Gas”, prepared by Devendra Singh Thakur under the

guidance and supervision of Mr. Ajay Dwivedi, Lecturer of

S.S.H.C. JAIN IMR, Sagar for the partial fulfillment of the degree

of Master of Business Administration is satisfactory.

Signature of Supervisor Signature of H.O.D.

Signature of Examiner

RESEARCH METHODOLOGY

For any Gas company to have efficient distribution channel needs to have satisfied

intermediaries, so that they hold with company products and provide them to end user.

Thus I selected my research objective as:

RESEARCH OBJECTIVES

Research Objectives are as under:

To identify the services of HP Gas in Sagar City.

To know the Consumer Behavior towards product.

To identify the area of service in which company needs to Improve?

To help the Company in designing proper strategies for rural area.

To know the price of the product.

To know the positioning of HP Gas in the market.

To know the promotional Strategies.

To know the advertising strategies

research design

Purpose of study: - Descriptive

The study focuses on the satisfaction level for different products. As well as on other

parameter's such as Commission, Delivery mechanism, Sales Force, Credit Period. etc.

Degree of research question crystallization: - Exploratory study

As per my objective of the research, the research questions would try to find out the

current situation in the market regarding the satisfaction level. Moreover, the hypothesis is

not pre-defined here, but it would be define during the study. Here research problem is

also general.

Method of data collection: - Interrogation & Personal Interview

Based on my initial observation, I have prepared a questionnaire to collect the response

from retailers and whole sellers as primary data. Versatility of the questionnaire will help

to cover almost all related factors impacting the satisfaction of the target sample.

Interrogation takes less time than observation and gives information that is more

purposeful.

Research environment: Field study.

Survey is the main part of the study and primary data collection. So that the study will be

carried out in field, I have gone to the market and interviewing retailer's and Wholeseller's

in the area of Sagar City.

DATA COLLECTION & DESIGNData source: Primary source

To satisfy the objective of the research it is necessary to get the response from the

respondents, which act as primary source of data. I have collected Primary data by

personally surveying Distributor in the sampling area specified.

Approach: Interview (Personal Contact)

Instrument: Questionnaire

Questionnaires Designing:

It is the most crucial part of any market research. I have taken a due care in designing

the Questionnaire for my research. I have meet more than 25 Customers during my

training period in order to learn the Order taking Mechanism, POP Displays,

Competitive Products, Retailers Attitude towards sales force etc. Even from Area

Sales Manager I identified various Parameters to be listed in my questionnaire's have

taken utmost care in deciding right question, correct sequence, what should be wording

of each & layout of questionnaire as a whole.

Type of Questionnaire: Structured Non Disguised

I have arranged the questions in a specific order to get the facts and the interviewer be

asked to response strictly in accordance with a pre-arranged order. The objective of the

survey was disclosed every time before getting the response from the respondent .

Type of Question: Close Ended

Number of questions: 5

SAMPLING PLAN

Sampling Area : Sagar

Sample Population : Customers & Distributor of Sagar Area.

Sample Size : 5

Method Of Data Collection : Questionnaire

Sampling technique : Convenience Sampling

LIMITATIONS

Limited Time available for interviewing the respondent. As a result of this it

was not possible to gather full information about the respondent.

Some time the problem which I face is language problem for which I have to

make them understood.

The time constraint face in my project might have affected the comprehensive

of its findings.

Some time the Distributor & customer do not respond rightly to the

questionnaire.

Sample size was very small as compare to the population of Sagar city.

People did not give full response and they are bias in some personal

questions.

Data Analysis & Interpretation

Bharat 20%

Indane 40%

HP 30%

OTHERS 10%

Quality 30%

Efficiency 35%

Price 25%

All of these 10%

Yes 40%

No 60%

CUSTOMER’S QUESTIONNAIRS

1. Which Gas Company do you use?

a. Bharat b. HP Gas c. Indane d. others

2. Which HP Gas Cylinder do you use?

a. Domestic Gas b. Commercial Gas

3. What do you think about the Quality of Service?

a. Good b. Poor c. Excellent d. Average

4. How did you come to know about HP Gas?

a. Newspaper b. Magazine c. T.V. d. Hoardings

5. Customer Satisfaction on the basis of Availability of the Gas?

a. Easily Available b. On Request c. Not Available

Date: Signature

Thanks for you co-operation & valuable time

SUGGESTIONS &

RECOMMENDATIONS

1. The companies should keep pace with time and introduce new quality

and improved service time to time.

2. Resources should be properly utilized to reduce the prices.

3. Prices should be stable and less variable. Price differentiation should

be removed.

4. Commission and margin should also be given to small dealers and

retailers.

5. Sales promotion techniques should be used frequently.

6. The person should be trained by the company to provide customer

satisfaction and to develop public relation.

7. Effective sales force should be used by the companies to penetrate the

interior market.

8. Season discounts on festivals should be given.

9. Companies should take measures to develop new market.

BIBLIOGRAPHY

Sharma D.D. : Marketing research Principles, Application

and cases , Sultranchand and Sons New Delhi.

Kothari, C.R. : research methodology, Methods and

Technology, Wishwa Prakashan, New Delhi.

Kolter, Philips d (2000), Marketing Management, Prentice –

Hall of India Pvt. Ltd. New Delhi.

Websites:

www.hindustanpetroleum.co.in

www.google.com

www.wikipedia.com