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Thereby declare that the project report entitled “A STUDY ON THE PREFERENCE OF
PETROLEUMS BUNKS AMONG THE CUSTOMER OF AUTOMOBILE USERS”
submitted for the degree of Master of Business Administration, is my original work and the
project report has not formed the basis for the award of any diploma, degree, associate ship,
fellowship or similar other titles. It has not been submitted to any other university or institution
for the award of any degree or diploma.
Place:
Date: Sandeep Gupta
MBA-VI Sem
TO WHOM IT MAY CONCERN
This is to certify that Mr.Sandeep Gupta of MBA fourth semester of RIMT, Mandi Gobindgarh
has completed his project report on the topic of “A STUDY ON THE PREFERENCE OF
PETROLEUMS BUNKS AMONG THE CUSTOMER OF AUTOMOBILE USERS”
under the supervision of Ms. Kiranjot Kaur (faculty RIMT-IMCT)
To best of my knowledge the report is original and has not been copied or submitted anywhere
else. It is an independent work done by him.
Without a proper combination of inspection and perspiration, it’s not easy to achieve anything.
There is always a sense of gratitude, which we express to others for the help and the needy
services they render during the different phases of our lives. We too would like to do it as we
really wish to express our gratitude toward all those who have been helpful to us directly or
indirectly during the development of this project.
First of all I wish to express my profound gratitude and sincere thanks to my esteemed learned
Director Dr. B.S. Bhatia, Director RIMT, Mandi Gobindgarh, who allowed me to conduct
the survey.
I extend my profound thanks obligation to Ms. Kiranjot kaur Lecturer who gave full attention
and guidance at each & every step. A depth of gratitude is owned to her for sparing her
valuable time. She took personal interest in spite of her numerous commitments & busy
schedules to help me in completing my project.
I am extremely grateful to Ms. Kiranjot kaur Lecturer for her valuable guidance and
supervision which helped me in completing my project successfully.
No words can adequately express my overriding debt of gratitude to my parents whose support
helps me in all the way. Above all I shall thank my friends who constantly encouraged and
blessed me so as to enable me to do this work successfully
Sandeep Gupta
MBA VI sem
CONTENTS
SUMMMARY
Gone are the days when simply making the best quality products and services were enough.
Now something is required in addition to this to hold a customer that a company attracts
through its expensive marketing efforts. One such thing is customer loyalty cards and oil
marketing companies have been quick to understand the need to retain their customers.
Companies like Hindustan Petroleum, Bharat Petroleum and Indian Oil Corporation have
launched their loyalty cards which have very attractive features. Basically these cards are
prepaid cards for making purchases at petrol pumps. One can buy any thing from fuel,
lubricants and grocery items. Further, these cards provide services like insurance, vehicle
tracking system, reports, etc. The customer is benefited in various ways. He need not carry
cash with him while visiting petrol pumps. Whatever he purchases can get him incentives like
discounts, cash back, and gifts. There are many things that go through a customers mind when
he chooses a particular company. So it is very imperative to understand the factors that play a
determinant role. Companies need to properly market their loyalty programs and they should
be appropriately targeted. There are many problems which customers face while using the
cards, some of which are psychological and others are operational. Companies should try to do
away with these problems in order to attract more customers. In today’s competitive world,
companies don’t leave even a single stone unturned to make sure that they retain the customer,
once they get him. That means they try to make their customers loyal to their brands. Customer
loyalty describes the tendency of a customer to choose one business or product over another for
a particular need. In the packaged goods industry, customers may be described as being "brand
loyal" because they tend to choose a certain brand of soap more often than others. It is due to
intense competition that all the companies have more or less same strategies for their loyalty
programs and moreover, the features of the loyalty cards issued by them are also similar with a
little variation. An attempt has been made here to understand those subtle differentiators that
can help companies to make a difference. Numerous customer loyalty programs have resulted
from the efforts of countless companies, institutions and non-profit organizations to retain
customers. Each of these programs has some characteristics that distinguish it from the others.
The title of the customer loyalty program is irrelevant. What matters is that it achieves the
HPCL PROFILE
The retail business unit of HPCL is oriented towards delivering better and faster service to
consumers. Recognizing that the consumers will be better served by offering them a wide
range of non-fuel services, the corporation has sized the opportunity through some extensive
market research banked initiatives. The new retail brand, ‘Club HP’ seeks to redefined the way
fuel are retailed in India. Offering the promise of outstanding care for the costumer and the
vehicle, Club HP intends to create a large base of loyal consumers who will look for the
distinct red and blue logo whenever they need fuel for their vehicle. Club HP outlets offer one
stop convenience so that one can do many things in same window of time - pay his bills, shop
for groceries, visit the ATM, get a quick check done on their vehicle and even arrange servicing
and repairs if need arises HPCL has introduced e-purse cum loyalty card - CLUB HP Smart1
for the benefit of prestigious customers at select Retail Outlets in Metros and Major cities. This
Card gets convenience in addition to rewards.
HPCL, a Fortune 500 company, is one of the major integrated refining and marketing oil
company in India. It is a mega Public Sector Undertaking (PSU) with Navratna status.
HPCL accounts for about 16% of the market share and 10.3% of the nation’s refining capacity
with two coastal refineries, one at Mumbai (West Coast) having a capacity of 5.5 MMTPA and
the other in Vishakapatnam (East Coast) with a capacity of 7.5 MMTPA. HPCL also holds an
equity stake of 16.95% in Mangalore Refinery & Petrochemicals Limited (MRPL), a state-of-
the-art refinery at Mangalore with a capacity of 9 MMTPA. HPCL is well on its way towards
setting up another grassroots refinery in the state of Punjab, called Guru Gobind Singh
Refineries Limited.
HPCL also owns and operates the country’s largest Lube Refinery, producing Lube Base Oils
of international standards. With a capacity of 335,000 Metric Tones. This refinery accounts for
over 40% of the country’s total Lube Base Oil production.
HPCL has returned “Excellent” performance for fifteen Consecutive year’s up to 2005-06,
since signing of the first MOU with the Ministry of Petroleum & Natural Gas. HPCL won the
prestigious MOU Award for the year 2005-06 for Excellent Overall Performance and for being
one of the Top Ten Public Sector Enterprises who fall under the ‘Excellent’ category. HPCL
performance for the year 2006-07 also qualifies for “Excellent” rating.
The Corporation over the years has moved from strength to strength on all fronts. Our refining
throughput has increased three fold between 1984/85 to 2006/07, rising from 4.47 million tones
in 1984/85 to 13.70 million tones currently.
Consistent excellent performance has been made possible by highly motivated workforce of
more than 10,891 employees working all over India at its various refining and marketing
locations.
HPCL is a Fortune 500 company, with an annual turnover of over Rs 91,448 crores ($20892
Million) (FY 2006-07), 16% Refining & Marketing share in India and a strong market
infrastructure.
The Corporation operates 2 major refineries producing a wide variety of petroleum fuels &
specialties, one in Mumbai (West Coast) of 5.5 MMTPA capacity and the other in
Vishakapatnam, (East Coast) with a capacity of 7.5 MMTPA. HPCL holds an equity stake of
16.95% in Mangalore Refinery & Petrochemicals Limited, a state-of-the-art refinery at
Mangalore with a capacity of 9 MMTPA. In addition, HPCL is progressing towards setting up
of a refinery in the state of Punjab in the joint sector.
HPCL also owns and operates the largest Lube Refinery in the country producing Lube Base
Oils of international standards. With a capacity of 335 TMT. This Lube Refinery accounts for
over 40% of the India's total Lube Base Oil production.
The vast marketing network of the Corporation consists of Zonal offices in the 4 metro cities
and over 85 Regional offices facilitated by a Supply & Distribution infrastructure comprising
Terminals, Aviation Service Stations, LPG Bottling Plants, and Inland Relay Depots & Retail
Outlets. The Corporation over the years has moved from strength to strength on all fronts. Our
refining capacity steadily increased from 5.5 million tonnes in 1984/85 to 13.70 million metric
tonnes (MMT) presently. On the financial front, the turnover grew from Rs. 2687 crores in
1984-85 to an impressive Rs 91,448 crores in 2006-07.
OurMission
"HPCL, along with its joint ventures, will be a fully integrated company in the hydrocarbons
sector of exploration and production, refining and marketing; focusing on enhancement of
productivity, quality and profitability; caring for customers and employees; caring for
environment protection and cultural heritage.
It will also attain scale dimensions by diversifying into other energy related fields and by
taking up transnational operations."
To be a World Class Energy Company known for caring and delighting the customers with
high quality products and innovative services across domestic and international markets with
aggressive growth and delivering superior financial performance. The Company will be a
model of excellence in meeting social commitment, environment, health and safety norms and
in employee welfare and relations.
PETROL
Diesel
Diesel or diesel fuel is a specific fractional distillate of petroleum fuel oil or a washed form of
vegetable oil that is used as fuel in a diesel engine invented by German engineer Rudolf Diesel
in cooperation with the German conglomerate MAN AG. The term typically refers to fuel that
has been processed from petroleum, but increasingly, alternatives such as biodiesel or biomass
to liquid (BTL) or gas to liquid (GTL) diesel that are not derived from petroleum are being
developed and adopted. For clarity, petroleum-derived diesel is increasingly called petrodiesel.
Although Rudolf Diesel's name has become attached to the compression combustion engine
and the fuel that it consumes, he was not first to invent the diesel engine. His patent was filed
in 1893. However, Herbert Akroyd Stuart built the first compression-ignition oil engine in
Bletchley, England, in 1891. He leased the rights to Richard Hornsby & Sons in July 1892, five
years before Diesel's prototype was built
Lubricant
Quality Policy
Total customer satisfaction through quality products by doing it right the first time, every time.
Ensure consistency of quality , and adherence to time deadlines.
Strive to achieve excellence in quality through training, ,motivation, team work and continuos
upgradation of technology.
To take appropriate steps to minimise wastage, increase productivity and optimise the quality
of products and services in a cost effective manner
In this section you can peruse through the profile and spread of IndianOil across the country &
abroad. You can also know about IndianOil's current financial performance, special initiatives
and causes along with the prestigious recognitions & awards that has come its way for
exceptional performances.
Vision A major diversified, transnational, integrated energy company, with national leadership
and a strong environment conscience, playing a national role in oil security& public
distribution.
Indian Oil Corporation Ltd. was formed in 1964 with the merger of Indian Refineries Ltd.
(Estd. 1958). IndianOil and its subsidiaries account for 47% petroleum products market share,
40.4% refining capacity and 67% downstream sector pipelines capacity in India.
For the year 2006-07, the IndianOil group sold 57.97 million tonnes of petroleum products,
including 1.63 million tonnes of natural gas and exports of 3.13 million tones
Corporate Messages
The Corporation's cross-country crude oil and product pipeline network spanning about 9,300
km, the largest in the country, meets the vital energy needs of the consumers in an efficient,
economical and environment-friendly manner.
Having commissioned projects valued at over Rs. 10,000 crore (US $ 2.3 billion) in 2006-07,
IndianOil is investing Rs. 43,250 crore (US $10.65 billion) more during the XI Plan period
(2007-12) in augmentation of refining and pipeline capacities, expansion of marketing
infrastructure and product quality upgradation as well as in integration and diversification
projects.
Network Beyond Compare As the flagship national oil company in the downstream sector,
IndianOil reaches precious petroleum products to millions of people everyday through a
countrywide network of about 32,500 sales points. They are backed for supplies by 170 bulk
storage terminals and depots, 101 aviation fuel stations and 89 Indane LPG bottling plants.
IndianOil operates the largest and the widest network of petrol & diesel stations in the country,
numbering about 16,600. It reaches Indane cooking gas to the doorsteps of over 47.5 million
households in 2,671 markets through a network of 4,990 Indane distributors.
IndianOil's ISO-9002 certified Aviation Service commands a 63% market share in aviation fuel
business, meeting the fuel needs of domestic and international flag carriers, private airlines and
the Indian Defence Services. IndianOil also enjoys a dominant share of the bulk consumer
business, including that of railways, state transport undertakings, and industrial, agricultural
and marine sectors.
IndianOil's world class R&D Centre is perhaps Asia's finest. Besides its pioneering work in
lubricants formulation, refinery processes, pipeline transportation and alternative fuels such as
bio-diesel, the Centre is also the nodal agency of the Indian hydrocarbon sector for ushering in
Hydrogen fuel economy in the country. IndianOil joined the league of global technology
providers in 2006-07 with the selection of its in-house developed
Benefits:
Convenience: It frees one from the inconvenience of transacting in cash for auto fuel
and lubes purchases. One no longer needs to hand over cash to drivers and keep manual
account of fuel/lubes expenses. With fleet card membership, one get periodical reports
on fuel consumption for each of enrolled vehicles.
Q&Q Assurance: XTRAPOWER fleet card facility provided at only select Q&Q
assured outlets on all major highways and halting points.
Flexible Reloading: This unique feature of XTRAPOWER Fleet Card allows
reloading any of fleet cards from wherever the customer es. For example, one can make
payments in Mumbai and reload a fleet card being used by one’s driver in Chennai.
Transaction Slip: Every time vehicle makes a purchase of fuel/lubes at a designated
retail outlet of IndianOil, a transaction slip is generated. The transaction slip contains
the date and time of purchase at the retail outlet, the value of purchase and the odometer
reading of the vehicle (if given by the driver).
Fleet Management Report: This is a consolidated monthly report on fuel consumption
for all vehicles enrolled under the fleet card program, which gives details of vehicle-
wise transactions with odometer readings as well as balance of XTRA Points earned on
each of the card.
Fleet Tracking: One can track vehicle movements based on Sale, Reload and Tracking
transactions on fleet cards. One can view yesterday's transactions by logging on to
www.iocxtrapower.com, which will include date, time and location of transaction.
An optional eTracK System is also available (at an extra cost) for XTRAPOWER fleet card
members, which offers real time truck tracking even in remote areas through BSNL's
countrywide cellular network. (See FAQ for details)
Rewards Program: On every purchase of fuel/lubes through XTRAPOWER fleet card
(except for cards with interest-free credit facility), one can earn XTRA Points. The
XTRA Points accumulated by a card member can be redeemed for a choice of reward
items from the XTRAPOWER Rewards catalogue including fuel/lubes
Insurance Cover: XTRAPOWER fleet card membership offers unique personal
accident insurance cover for the card member as well as driver(s) and cleaner(s) of the
enrolled vehicles. The program also offers lost card liability cover to the card members
so as to protect against misuse of a lost/stolen card.
MS/Gasoline
Updated on February 21, 2008 Automotive gasoline and gasoline-oxygenate blends are used in
internal combustion spark-ignition engines. These spark ignition engine fuels are primarily
used for passenger cars. They are also used in off-highway utility vans, farm machinery and in
other spark ignition engines employed in a variety of service applications.
Gasoline is a complex mixture of relatively volatile hydrocarbons that vary widely in chemical
& physical properties and are derived from fractional distillation of crude petroleum with a
further treatment mainly in terms of improvement of its octane rating. The hundreds of
individual hydrocarbons in gasoline range from c4 to c11.
In view of the auto fuel policy issued by Govt of India, more & more stringent specifications
(equivalent to Euro II, Euro III, Euro IV) are being made applicable for the gasolines being
marketed in India. This has led to reduction of environmentally polluting factors in gasolines.
Updated on February 21, 2008 Petroleum derived diesel (called as petrodiesel) is a mixture of
straight run product (150 °C and 350 °C) with varying amount of selected cracked distillates
and is composed of saturated hydrocarbons (primarily paraffins including n , iso , and
cycloparaffins), and aromatic hydrocarbons (including napthalenes and alkylbenzenes).
Diesel is used in diesel engines, a type of internal combustion engine. Rudolf Diesel originally
designed the diesel engine to use coal dust as a fuel, but oil proved more effective. Diesel
engines are used in cars, motorcycles, boats and locomotives. Automotive diesel fuel serves to
power trains, buses, trucks, and automobiles, to run construction, petroleum drilling and other
off-road equipment and to be the prime mover in a wide range of power generation & pumping
applications. The diesel engine is high compression, self-ignition engine. Fuel is ignited by the
heat of high compression and no spark plug is used.
The Indian Standard governing the properties of diesel fuels is IS 1460:2005 (5th Rev).
Important characteristics are ignition characteristics, handling at low temperature, flash point.
Diesel fuel often contains higher quantities of sulphur. In India , emission standards (equivalent
to Euro II, Euro III, Euro IV) have necessitated oil refineries to dramatically reduce the level of
sulphur in diesel in view of the auto fuel policy brought in force by Govt of India.
LubricatingOils
Most lubricants used in variety / quantity are liquids. Water is natural lubricant but has
extremely limited application due to very low viscosity, very low boiling point and water
causes rusting/ corrosion. Vegetable oils have excellent lubrication property but also have
many limitations like very poor oxidation stability, high pour point rapid thickening and may
even give foul smell after some operation. Vegetable oils like Castor Oils were used on very
large scale till 1925 or so. Vegetable oils are still used directly or as an additive in some
applications. Most of the liquid lubricants used at present all over the world are mineral oils,
which are petroleum-based oils. These are very complex mixture of variety of hydrocarbons
having desired lubrication properties segregated from other hydrocarbons through various
processes to remove undesired hydrocarbons like aromatics, olefins, waxes, mercaptans
asphaltenes etc. Thus the process is by removing undesired hydrocarbons.
Base Oils
The latest process technology in vogue for decades for making lubricating oil base stocks is by
transforming undesired hydrocarbons into desired hydrocarbons through hydrocracking,
hydrofinishing hydrodesulfuring etc. This process technology improvement gives benefit of
improving colour to almost waterwhite, improving viscosity index, reducing sulphur &
benzene content, isomerisation causing lower pour point and increasing the yield. Such highly
refined lube base stocks are called Group II and Group III base oils where as previous
conventional method processed base oils are called Group I base oils. Haldia Refinery of
Indian Oil produces Group I / II/III base oils at Haldia. CPCL refinery of Indian Oil produces
Group I base oils at Chennai.
Lubricating oil is not a specific chemical to have fixed chemical formula. Nor it is a definite
mixture of hydrocarbons in exactly specific component distribution pattern. Lubricants are
therefore decided by their group property or group behaviour. Thus lubricating oil base stocks
can have different colours, viscosities, stabilities, properties etc depending on several factors –
source – refining technique etc.
Viscosity of Lubricating Oil is most important characteristic. As viscosity changes with change
in temperature, this behaviour becomes another important characteristic of lubricant. Thermal/
chemical/Oxidation stabilities, demulsibility property, air release property, de-foaming property
etc are other important characteristics for lubricant.
Additives are added at different proportions to impart or to promote certain lubrication
properties as per the application requirements. Thus lubrication formulation becomes complex
subject, formulations vary from application to application, manufacturer to manufacturer and
this is how the lubricants become proprietary grades of manufacturers/marketers. At the same
time OEs and institutions may bring out some specifications and standards to evaluate
lubricants or to specify lubricants.
Synthetic Lubricants
Lubricating Greases
These are primarily lubricating oils thickened with some thickener like metallic soaps/ non
metallic other materials like clay. Thickening is to ensure that the lubricant remains where it is
applied without leaking/ dripping. The Lubricating Oil used does the basic lubrication. The
thickener used also imparts some specific lubrication properties. Additives are also used as in
case of lubricating oils to impart / promote specific properties. Use of grease is limited as
compared to use of lubricating oil but there are several situations warranting use of grease only.
Brief History of BPCL
Bharat Petroleum Corporation (BPCL) traces its history to 1928 when the Burmah Shell Oil
Storage & Distribution Company of India was incorporated in England to enter the petroleum
products business in India. The business of the Company grew substantially given the
international backing of Shell and it achieved the leadership position in India. In 1952, Shell
and Burmah Oil Company set up Burmah Shell Refineries to set up a refinery in Mumbai. The
entire operations of Burmah Shell in India were nationalised in 1976 and the Refinery and
Marketing Companies were merged to form BPCL.
BPCL is India's second largest oil company in terms of market share and processes about 9
million metric tons of crude per year. Today the company produces a diverse range of products,
from Petrochemicals and Solvents to aircraft fuel and speciality lubricants. It manufactures
petroleum and petroleum products, asphalt, bituminous substances, carbon, carbon black,
hydrocarbons, mineral substances and the products/by-products derived there from.
The organisation structure of BPCL was revamped and six new Strategic Business Units
(SBU's) have been created. They are Refinery, Retail, Industrial& Commercial, Lubricants,
Aviation. LPG. The new structure is based on business processes, is flexible, more responsive
to external changes, has fewer layers, and above all, ensures a much higher customer focus.
During 2000-01 the company issued bonus shares in the ratio of 1:1, thereby enhancing its
equity capital to Rs 300 crores. Currently BPC holds 54.81% in KRL and 62.96% in NRL.
Government has a 66% stake in the company, which it plans to divest in due course of time.
The contenders for the same include MNCs like Shell along with domestic companies like
Reliance Industries. A possible cross holding between BCPL and HPCL is also proposed.
The merger of IBP brings home an annual savings of Rs 111 crore in operations cost of the
merged petroleum retailing business of IndianOil , beginning this year. However, beginning
August 2007, IndianOil brought the entire petroleum retail business under its marketing
division. IBP division is managing only the explosives and cryogenics business.
The restructuring was studded by wide-scale change in marketing network and logistics. Since
IndianOil has adequate storage logistics in place to supply to the nooks and corner of the
country, all six depots of IBP were closed. This apart, IBP had a marketing and administrative
network of 30 divisional offices, four regional offices, one LPG office in Delhi, registered
office in Kolkata and corporate head office in Mumbai to manage over 3,000 outlets. The entire
network was closed.
On the other hand to manage a combined network of 16,455 retail outlets across the country,
IndianOil had increased its divisional office network by 16 from 49 to 65. The existing regional
offices of IndianOil were found adequate to manage the merged business operations.
The phase-out of IBP lube brands has led to further reduction in cost of operations. IBP's lube
blending facility in Kolkata is now used for manufacturing of IndianOil brands. Meanwhile, a
project has been initiated to give a facelift to IBP outlets by increasing the scope of automation
and customer comfort IBP outlets did not receive much investment during the last few years.
IndianOil will spend approximately Rs 150-200 crore to upgrade 1,000 such outlets in the first
phase.
Company Background
Background
Incorporation Year 1976
Bharat Bhavan, 4&6 Currimbhoy Rd Ballard
Registered Office
Est., Mumbai - 400001, Maharashtra
Dear Shareowners,
On behalf of the Board of Directors and on my own behalf, I would like to extend a very warm
welcome to all of you to the 54th Annual General Meeting of Bharat Petroleum Corporation.
The Notice of the AGM, Directors' Report and Audited Accounts for the year ended 31st
March 2007 are already with you and with your permission, I take them as read.
The year 2006-2007 has been an exceptional year and the Company has delivered outstanding
results on all fronts. For the first time in its history, BPC's sales turnover has crossed the
Rs.1,000 billion mark ! BPC has also achieved the highest ever levels of quantity of crude oil
processed at its refineries in Mumbai and Kochi and market sales volume. Consequently, BPC
has achieved its highest ever profit during the year. The year also marked the formal integration
of operations and systems of the erstwhile Kochi Refineries Limited (KRL), consequent to its
merger with BPC. It gives me immense pleasure to inform you that integration has been
completed seamlessly and the merged entity is fully geared up to meet the growing challenges
in the market.
Due to its impressive performance, BPC has moved up in the 'Fortune Global 500' list with a
ranking of 325 and currently, BPC occupies the third position amongst the 6 Indian companies
who have made it to the list. Further, the BPC brand continues to occupy its pre-eminent
position in the market and the London based brand valuation firm, Brand Finance has placed it
in the 7th position amongst India's 50 Most Valuable Brands. BPC continues to be amongst the
companies featured in the latest rankings of Platts Top 250 Global Energy Companies
Report card
PRICE OF FUFLS
We provide a wide range of services to our valued Industrial customers. This range from
developing customized products, Technical seminars, Fuel Management Consultancy and Fuel
Management Systems, to Energy Audits and Terminal ling of Petroleum Products.
Customer care
Interaction
With the objective of bringing industrial customers of diverse interests on a common platform
BPCL has established Customer Advisory Boards. The 18 meetings held by this board resulted
in a plethora of suggestions and also provided invaluable insights into customer needs and
expectations.
Energy Audits
BPCL carries out Audit on Energy Utilization and yield of fuel at specific requests. Interested
parties may contact:
E - banking
BPCL has introduced a free of cost fund transfer for its customers. It is easy, safe and ensured
way of making payments operative 24 x 7 BPCL customers saves money, time and energy by
making use of this facility.
Chacko Varughese,
Mgr Marketing Svc I&C
4&6 currimbhoy road, Ballard estate.
Mumbai 400001 Ph 2618281
chackov@bharatpetroleum.in
Layout designs, explosives and other statutory approvals, Erection and installation of tanks,
usage and application of products, Product Testing, any other related matters.
For Integrated Power Plants, we also offer integrated fuel handling facilities on turnkey basis.
Our major clients include NTPC Kayankulam, Tanir Bhave - Barge based power plant and
many others.
Interested parties may contact respective Area Manager and Territory Officers.
Online ordering
Bharat petroleum B2B portal offers services to customers, which includes online order
booking, tracking of order, viewing statement of accounts and current balance. An important
feature on the site is the NOTICE BOARD, wherein important information relating to price
change is posted, improving response time with customers.
corporation.
As learning is a human activity and is as natural, as breathing. Despite of the fact that learning
is all pervasive in our lives, psychologists do not agree on how learning takes place. How
individuals learn is a matter of interest to marketers. They want to teach consumers in their
roles as their roles as consumers. They want consumers to learn about their products, product
attributes, potential consumers benefit, how to use, maintain or even dispose of the product and
new ways of behaving that will satisfy not only the consumer’s needs, but the marketer’s
objectives.
The scope of my study restricts itself to the analysis of preferences of consumers,
perception and consumption of petroleum bunks. The study is based on the petroleum
bunks (petrol & diesel) the scope of my study is also restricts itself to Ambala region only.
RESEARCH METHODOLOGY
This chapter describes the methodology of the study. This project is based on information
collected from primary sources. After the detailed study, an attempt has been made to present
comprehensive analysis of consumption of Petroleum Bunks consumed by the people. The data
had been used to cover various aspects like consumption, consumer’s preference and
customer’s satisfaction regarding Petroleum Bunks.
Survey design:
The study is a cross sectional study because the data were collected at a single point of time.
For the purpose of present study a related sample of population was selected on the basis of
convenience.
Research Period:
Research work is only carried for 5 or 6 weeks.
Research Instrument:
This work is carried out through self-administered questionnaires. The questions included were
open ended and offered multiple choices.
Data Collection:
The data, which is collected for the purpose of study, is divided into 2 bases:
Primary Source: The primary data comprises information survey of “Comparative
study of consumer behavior towards Nestle and Cadbury chocolates”. The data has
been collected directly from respondent with the help of structured questionnaires.
Secondary Source: The secondary data was collected from internet, journals, news
paper & References from Library.
Table no:1
4 wheeler 41
2 wheeler 59
0 10 20 30 40 50 60 70
2 wheeler 4 wheeler
Series1 59 41
No of conumers
Table no:2
PETROL DIESEL
57 43
Petrol Diesel
Petrol, 57
60
Diesel, 43
40
No of
consumers
20
0
1
Petrol 57
Diesel 43
From the above analysis 57 consumers used petrol for their vehicle
& 43 are used diesel
Table no: 3
.In a weak, how many times you get filled up your vehicle
Series1
More Than 3
32
Times
2-3 Times
43
1-2 Times
25
0 10 20 30 40 50
No of consumers
From the above analysis more consumers filled their vehicle 2-3 times
because their income level is good. And less consumers are filled their
vehicle 1-2 times in a weak.
Table no: 4
Series2
35 33
30
25 25
No of consumers
25
20 17
15
10
0
1-2 Lts 2-5 Lts More Than 5 Depand Upon
Lts Traveling
Table no: 5
50
40
30
No of
30
consumers
18
20
10
0
HPCL BPCL IOCL
Series1 52 18 30
Table no:6
55
60
40
12 13 12
8
20
Services ofered
Convenience
Advertisments
Friends/Relativ
Quality/Trust
es
From the above analysis it concluded that most consumers preferred particular
Corporation because of convenience and 13 consumers preferred because
Of quality and trust.
Table no: 7
Are you satisfied with the quality & quantity of the fuel?
No, 11, 11%
Yes
No
YES NO
89 11
According to the above analysis it is concluded that 89 consumers are satisfied with
the Q & Q. and only 11 consumers are not satisfied with quality trust.
Table no:8
25
20
17
No of 15
15
consumers
10 8
Table no ; 9
BPCL
30%
HPCL
HPCL
48% IOCL
BPCL
IOCL
22%
most consumers thinks that services offered by HPCL is best and IOCL & BPCL
both not provided best services to their customers.
Quality/satisfaction
BPCL
22% HPCL
31% HPCL
IOCL
BPCL
IOCL
47%
BPCL
25% HPCL
37% HPCL
IOCL
BPCL
IOCL
38%
In this graph again IOCL provided best product line & lube and
Other corporations are not best for the
Product line and lube
Table no :10
Reasons Consumers
Power 05
Performance 16
Mileage 49
High cost of petrol 30
Series1
power
5
Performance
16
Better mileage
49
with diesel
High cost of
30
petrol
0 10 20 30 40 50 60
No of consumers
From the analysis it was found that the majority of the consumer prefer HPCL for filling the
fuel and the main important factor for select the petroleum corporation were nearness to their
place if petroleum corporations want to attract the consumer, they must provided required
facility at the outlets.
If the corporations wants to increase their sale then it provide attractive tools such as coupon
system/gifts, discount of regular consumers, lucky draw etc…
• Out of (100) respondents the majority of them fill 2-3 times in a weak and rest of them
• The majority of the respondents fill 1-2 litres of fuel in a visit in two wheeler and
• Most of the respondents belongs to the age group of 20-30 years and they prefer HPCL.
• Out of the (100) respondents, the majorities of them are student in two-wheeler and in
four-wheeler among are doing business.
• National highway corporations must provide refreshment rooms and medical shop.
• Cleaning of vehicle must be provided for all the vehicles.
QUESTIONNAIRE
NOTE:-
(1) Place a heavy “X” in the box, which best reflects your answer & mark only one opinion
for each statement.
Petrol Diesel
Q 3.In a weak, how many times you get filled up your vehicle?
1-2 times 2-3 times
More than 3 times
Quality/satisfaction
Product line/lube
Q 10 In your opinion what is the underlying reason for increase in demand of diesel
vehicle?
Personal Information:
Name: - _________________
BIBLIOIGRAPHY
New Delhi
• www.hpcl.com
• www.bpcl.com
• www.iocl.com