customer perception for purchasing petrol diesel.docx

8/9/2019 CUSTOMER PERCEPTION FOR PURCHASING PETROL DIESEL.docx

1/74

A SUMMER TRAINNG REPORT

ON

“CUSTOMER PERCEPTION FOR PURCHASING PETROL /DIESEL”

Submitted in partial fulfilment for the award of the Degree of

Mater In !uine Adminitration

Submitted To Submitted By

M!" ASTHA SHARMA PRI#AM SRI$ASTA$A

%FACULT# GUIDE& Ro'' No"()**(((+*,(

IMS- LUC.NO UNI$ERSIT# MBA 0 IIId Sem

Se!!io1-2*(,-2*()

I1!titute o3 M4145eme1t S6ie16e

U1i7e!ity o3 Lu681o9

1


2/74

DECLARATION

I PRI#AM SRI$ASTA$A tudent of "Mater In !uine Adminitration# M!A

$MAR%ETING hereb' de(lare that the diertation entitled "CUSTOMER

PERCEPTION FOR PURCHASING PETROL / DIESEL “ ubmitted in the fulfilment

of the pro)e(t report * i m' original wor+ , i not ubmitted for the an' other degree -

fellowhip or imilar title or pri.e/

PRI#AM SRI$ASTA$A

Ro'' No" ()**(((+*,(

2


3/74

AC.NOLEDGEMENT

I than+ god and m' parent for their pra'er for m' u((eful (ompletion of m'

pro)e(t/ 0ith great pleaure and gratitude- I a(+nowledge m' indebtedne to thoe

who ha1e helped me in (ompleting thi pro)e(t wor+/ 2et me ta+e thi opportunit' to

e3pre m' in(ere than+ to all of them- although all of them (an4t be mentioned

here/

I e3pre m' in(ere than+ to M!" A!t:4 !:4m4 % Intitute of Management

S(ien(e- Uni1erit' of 2u(+now for hi 1aluable guidan(e in (ompleting thi pro)e(twor+/

I wih to ta+e thi opportunit' to e3pre m' deep ene of gratitude to M

S:44d Si15: ; M!" Nid:i Gu


4/74

E>ECUTI$E SUMMAR#

The project was done to obtain the current level of satisfaction of petrol/diesel users and also

their preferences in buying these products. Both coupled yielded reasons for current level of

satisfaction and means to increase it. There was insufficient secondary data due to which

primary data was collected. The project was conducted within the geographical region of,

Lucknow’s some area only.

ith a sample si!e of "# respondents. the data collected was analysed with the help of

statistical tools like fre$uency charts, bar and pie charts. The findings were analysed and

based on the analysis conclusions were drawn and re$uisite recommendations were provided.

These included%

&' concentrating more on advertising

(' )ncreasing availability through local outlets

*' +eaching the economy segment etc.

4


5/74


6/74

Com


7/74

Na1ratna tatu/ 5P62 ha been ran+ed B


8/74

HISTOR#

5P62 wa in(orporated in 9@=: after the ta+eo1er and merger of Ertwhile Eo

Standard and 2ube India 2imited b' the Eo$A(uiition of Underta+ing in

India&A(t 9@=:/ 6alte3 Oil Refining $India& 2td/F 6ORI2 wa ta+en o1er b' Go1t/ of

India/ in 9@=< and merged with 5P62 in 9@=> b' the 6ORI2F5P62 Amalgamation

Order- 9@=>/ %oan Ga 6ompan' wa merged with 5P62 in 9@=@ b' the %oanga6ompan' A(uiition A(t- 9@=@/

In B- following a petition b' the 6entre for Publi( Interet 2itigation $6PI2&- the

Supreme 6ourt of India retrained the 6entral go1ernment from pri1ati.ing

5indutan Petroleum and !harat Petroleum without the appro1al of Parliament/ A

(ounel for the 6PI2-Ra)inder Sa(har and Prahant !huhan aid that the onl' wa'

to diin1et in the (ompanie would be to repeal or amend the A(t b' whi(h the'

were nationali.ed in the 9@=/ A a reult- the go1ernment would need a ma)orit' in

both houe to puh through an' pri1ati.ation/5P62 ha been teadil' growing o1er

8


9/74

the 'ear/ The refining (apa(it' teadil' in(reaed from / million metri( tonne in

9@>:J> to 9:/> million metri( tonne $MMT& a of Mar(h B9/ On the finan(ial

front- the Net in(ome form SaleJoperation grew from IN B= (rore in 9@>:F>

to IN B-


10/74

C4'te Oi' Re3i1i15 %I1di4& Ltd" - CORIL i ta+en o1er b' the Go1ernment of India

with an Ordinan(e , in 9@=/

(++

.o!41 G4! Com


11/74

11


12/74

$ISION

To be a 0orld 6la Energ' 6ompan' +nown for (aring and delighting the

(utomer with high ualit' produ(t and inno1ati1e er1i(e a(ro dometi( and

international mar+et with aggrei1e growth and deli1ering uperior finan(ial

performan(e/ The 6ompan' will be a model of e3(ellen(e in meeting o(ial

(ommitment- en1ironment- health and afet' norm and in emplo'ee welfare and

relation/

12


13/74

PROFILE

5P62- a Go1ernment of India underta+ing and a 7ortune (ompan'- i one of the

ma)or integrated oil refining and mar+eting (ompanie in India/ It i a Mega Publi(

Se(tor Underta+ing $PSU& with Na1ratna tatu/

5P62 a((ount for about B of the mar+et hare and about 9 of the nationH

refining (apa(it' with two (oatal refinerie- one at Mumbai $0et 6oat& ha1ing a

(apa(it' of


14/74

'ear- ha mo1ed from trength to trength on all front/ The refining (apa(it'

teadil' in(reaed from / MMTPA in 9@>:J> to 9:/> MMTPA preentl'/ On the

finan(ial front- the turno1er ha grown from R/ B= 6rore in 9@>:F> to an

imprei1e R 9-


15/74

OIN

T $ENTURE

5P62 own the (ountr'H larget 2ube Refiner' with a (apa(it' of - Metri(

Tonne whi(h amount to : of the national (apa(it' of 2ube Oil produ(tion/ 5P62

ha gi1en India a firm ground in thi e(tor with it world (la tandard of 2ube

15

http://www.hindustanpetroleum.com/JointVentures#GGSRLhttp://www.hindustanpetroleum.com/JointVentures#GGSRLhttp://www.hindustanpetroleum.com/JointVentures#GGSRLhttp://www.hindustanpetroleum.com/JointVentures#GGSRL


16/74

!ae Oil/ Preentl' 5P62 produ(e o1er grade of 2ube- Spe(ialitie and

Greae/

5P62 ha earned KE3(ellentK performan(e from 7;9@@9F@B $bai igning of the

firt MOU with the Minitr' of Petroleum , Natural Ga- GOI in 7; 9@@9F@B&- till 7;

B9BF9- e3(ept for the ingle 7; B for E3(ellent

O1erall Performan(e- and for being one of the Top Ten Publi( Se(tor Enterprie

who fall under the HE3(ellentH (ategor'/ 5P62 ha alo earned the TOP

PER7ORMER tatu for two (one(uti1e 7; B99F9B and B9BF9- a the topper in

the MOU rating- amongt the Oil Indutr'/

6onitent e3(ellent performan(e ha been made poible b' highl' moti1ated

wor+for(e of o1er 99- emplo'ee wor+ing all o1er India at it 1ariou refining and

mar+eting lo(ation/

5P62 (ontinuall' in1et in inno1ati1e te(hnologie to enhan(e the effe(ti1ene of

emplo'ee and bring ualitati1e (hange in er1i(e/ !uine Pro(e ReF

Engineering e3er(ie- (reation of Strategi( !uine Unit- ERP implementation-

Organi.ational Tranformation- !alan(ed S(ore 6ard- 6ompeten(' Mapping-

ben(hmar+ing of refinerie and terminal for produ(t pe(ifi(ation- ISO (ertifi(ation

of Refinerie and Suppl' 6hain Management are ome of the initiati1e that bro+e

new ground/

5P62 ha u((efull' integrated Information Te(hnolog' in it a(ti1itie at different

le1el/ The Enterprie Reour(e Planning $ERP& 'tem i now operational on

C/D/Edward- an Ora(le produ(t- a(ro the 6orporation/

Cude Re3i1i15 41d M48eti15 o3 3i1i!:ed Peto'eum


17/74

• 5P62FMittal Energ' 2td/ $5ME2&

• 5indutan 6ola $5IN6O2&

• 6REDAF5P62 !iofuel 2imited $65!2&

• South Aia 2PG 6o P1t/ 2td/ $ SA2PG&

• !hag'anagar Ga 2imited $!G2&

• Aa1anti+a Ga 2imited

• Petronet India 2imited $PI2&

• Petronet M5! 2imited $PM5!2&

• Mangalore Refinerie and Petro(hemi(al 2imited $MRP2&

•

Ra)i1 Gandhi Intitute of Petroleum Te(hnolog' $RGIPT&• Suhrut 5opital and Reear(h 6entre

Sub!idi4y Com


18/74

(ro (ountr' tranportation of (rude oil/ !oth 5ME2 , 5MP2 ha1e a(hie1ed

finan(ial (loure and are (urrentl' in pro(e of awarding ma)or (ontra(t and

order for euipment/

Pro)e(t e3pe(ted to be (ompleted in the 7inan(ial 'ear B99F9B/

Top

Hi1du!t41 Co'4! %HINCOL&

C? promoted with MJ 6O2AS SA- 7ran(e/ In(orporated on Cul' 9=- 9@@

Manufa(ture International ualit' 1alueFadded bitumi1ou! /

Catropha eed are ued for the produ(tion of bioFdieel a 1iable renewable our(e

of energ'/ The 6ompan'4 ob)e(ti1e i to (arr' out )atropha planatation on 9-

he(tare of land leaed to 5P62 b' the Go1t/ of 6hhattigarh/

5P62 hold =:- and 6REDA hold B


19/74

point 9@B M below the Mean Sea 2e1el $MS2& ran+ing 4mo15 t:e dee9/

Top

B:45y41454 G4! Limited %BGL&

C? with GAI2 for ditribution and mar+eting of en1ironmental friendl' fuel $green

fuel& 1i./ 6NG and Auto 2PG for ue in the tranportation- dometi(- (ommer(ial

and indutrial e(tor- in the tate of Andhra Pradeh/ I16o


20/74

Promoted $PM5!2& with Petronet India 2imited $PI2& for the 6o1!tu6tio1 41d

o


21/74

International Uni1eritie J Intitution pe(iali.ing in the domain of Petroleum

Te(hnolog'/

Top

Su!:ut Ho!> 6rore and pro)e(t i

me(hani(all' (ompleted in September B99/

Pie Peto'eum Com


22/74

5P62- in partnerhip with I6I6I and 5D76- had formed thi Coint ?enture E , P

6ompan' for parti(ipating in e3ploration and produ(tion of h'dro(arbon/ Pri.e

Petroleum 6ompan' 2td $PP62& wa in(orporated on O(tober B>- 9@@>/ PP62 i

alo pro1iding (onultan(' er1i(e related to E , P/ It ha in(e be(ome a 9

ubidiar' E,P unit of 5P62/

PP62 had igned Ser1i(e 6ontra(t with ONG6 for de1elopment of 5irapur Marginal

7ield in 6amba' !ain with holding in the (onortium/ PP62 i operator for the

field and MJ/ ?aldel Oil , Ga Pri1ate 2td i the Ao(iate 6ontra(tor/ PP62 had

alo entered into a Produ(tion Sharing 6ontra(t $PS6& with Parti(ipating

Interet in Sanganpur !lo(+ a Coint Operator/

7or the period AprilFMar(h B99- :-:= barrel of (rude oil ha been produ(ed b'

PP62/////

22


23/74

OPERATIONS

5P62 operate two ma)or refinerie produ(ing a wide 1ariet' of petroleum fuel ,

pe(ialtie- one in Mumbai $0et 6oat& of / MMTPA/ 5P62 hold an euit' ta+e of 9


24/74

PRODUCTS

9/ PETRO2F %nown a Motor Spirit $MS& in Oil Indutr'/ 5P62 mar+et the

produ(t through it retail pump pread all o1er India/ It prin(iple (onumer

are regular peronal 1ehi(le owner/

B/ DIESE2F %nown a 5igh Speed Dieel $5SD& in Oil Indutr'/ 5P62 mar+et

the produ(t through it retail pump a well a terminal and depot/ It

(onumer are not onl' regular auto owner but alo tranport agen(ie-

indutrie et(// 2U!RI6ANTS8 Riding on it brand F5P2ube- 5P62 i the mar+et leader in

lubri(ant and ao(iated produ(t/ It (ommand o1er of mar+et hare in

thi e(tor/ The popular brand of 5P lube are 2aal Ghoda- Mil('- Thanda

Ra)a- %oolgard- Ra(er: et(/

:/ 2PGF 5PGAS The 5P62 brand of 2PG i a popular brand a(ro India for

dometi( and indutrial ue//

/ A1iation Turbine 7uelF0ith ma)or AS7$Air Ser1i(e 7a(ilit'& preent in all ma)or

airport of India/ 5P62 i a +e' pla'er in thi e(tor uppl'ing AT7 to ma)or

airline/ It ha an a((omplihment of ort to uppl' fuel to US Air 7or(e 9/


25/74

Re3i1eie!

5P62 ha a number of refinerie in India/ Some are lited below8

9/ Mumbai Refiner' F / MMT at ?ia+hapatnam

/ Mangalore Refiner' P1t/ 2td/ F @/


26/74

I1te14tio14' 418i15!

9/ 5P62 i a 7ortune Global (ompan' a per the ran+ing of B9 and wa

ran+ed at poition 2*/

B/ 5P62 wa featured on the 7orbe Global B lit for B9 at poition (2(/ It i 9th mot 1aluable brand in India a((ording to an annual ur1e'

(ondu(ted b' !rand 7inan(e and The E(onomi( Time in B9/

26


27/74

Infratru(ture

5P62H infratru(ture i at par with that of the bet global (orporation in the

h'dro(arbon e(tor/ 7or o1er a uarter (entur' now- 5P62 ha been (onitentl'

brea+ing new ground in produ(tion and mar+eting/ A glimpe of the 1at mar+etingnetwor+ alread' de1eloped i gi1en below in a table/

Ou M48eti15 Net9o8

De< > >

TerminalJIntallatio : B 9 9 :B = < <

27


28/74

nJTOP

Depot @ @ @ @B 9 @ @ @B 9

2PG !ottling Plant : : :: :: : : :B :9 :

AS7 : B 9 B9 9< 9 9 9Retail Outlet 9B9

=

9B

9B

9B

@9

B=

>

@

>B

@

=@

@

=

9

9

2PG Ditributor 9@

:

B>@

=

B

BB

B

B9

2PG 6utomer $in

(rore&

/@

@

/<

B

/B

>

B/@

B

B/=

B/

B

B/

@

B/B

>

B/9

=

The trengthening of the mar+eting networ+ o1er the 'ear ha lead to dominan(e in

the mar+et refle(ted in it growth and leading to bet ualit' of er1i(e/5P62 wa

one of the firt (ompanie to undertand the nationH energ' reuirement and ta+e

ne(ear' meaure to fulfill the e3pe(tation/ It in(reaing infratru(ture fa(ilitie

are due to the u((eful reali.ation of et target and utained ualit' of er1i(e

and (utomer relation/

5P62 preentl' own and operate two (oatal refinerie at Mumbai and

?ia+hapatnam along with a )oint 1enture refiner' at Mangalore , another Refiner'

of @ MMTPA in !hatinda- Pun)ab b' 5ME2- a Coint ?enture with Mittal Energ'

In1etment Pte/ 2td/ A mai1e infratru(ture (ompriing two (ro (ountr'

pipeline F !!P2 , MDP2 , an e3teni1e networ+ of terminal- depot- 2PG !ottling

plant- 2ube 7illing Plant and A1iation Ser1i(e 7a(ilitie $AS7&

(ontribute to IndiaH growth e1er' 'ear/

28


29/74

M4o O15oi15 Poe6t!

In order to trengthen (ore pro(ee and moderni.e- 5P62 ha de1eloped

ambitiou plan for e3panion and di1erifi(ation in the area of in(reaing energ'

demand- te(hnologi(al upgradation and en1ironment management/ 5P62 ha

propoed (apital e3penditure $in(luding euit' in1etment in Coint ?enture& of R/

99:>= 6rore during the ele1enth plan/ A brief on ome ma)or pro)e(t in progre in

different part of India are gi1en below8

• Rewari %anpur Pipe 2ine $R%P2&

• UranF6ha+an J Shi+rapur 2PG Pipeline Pro)e(t

• Mangalore 5aanFM'ore 2PG Pipeline

• AwaFSalawa Pipeline Pro)e(t

• Dieel 5'dro Treating $D5T& at Mumbai , ?ia+hapatnam refinerie

Re94i .41 6r/

A pro)e(t i being hared on 8 bai with MJ !P62 and the pro)e(t i e3pe(ted

to be (ompleted b' O(tober B9:/

M4154'oe 0H4!!41-My!oe LPG Pi


30/74

Ob)e(ti1e of the pro)e(t i to meet tranportation of PO2 demand through Pipeline

whi(h i en1ironment friendl' and a1ing in logiti( uppl'/ Total (ot of the Pro)e(t

i R/ 9:/: 6r/ and the pro)e(t i e3pe(ted to be (ompleted b' No1ember B9/

Die!e' Hydo Te4ti15 %DHT& 4t Mumb4i ; $i!48:4


31/74

Produ(t Pipeline

O7e7ie9

Pi


32/74

International Trade

The a(ti1itie of IT,S relate to8

• 6rude oil import

• Petroleum Produ(t Import J E3port

• Shipping

• Produ(tion planning for Refinerie

• Supplie for dometi( Mar+et

• Produ(t e3(hange with other Indian Oil 6ompanie and Oil pri(e ri+

management///

!ul+ 7uel and Spe(ialitie

32


33/74

The !ul+ 7uel , Spe(ialitie !uine unit (ater to mar+eting of !ul+ fuel ,

Petroleum produ(t dire(tl' to Indutrial (onumer li+e power plant- (hemi(al-

fertilier- hipping (ompanie and airline/

Thi unit i alo in1ol1ed in e3port of !ul+ fuel and finihed Petroleum Produ(t/

33


34/74

SBU

%STRATEGIC BUSINESS UNIT&

An autonomou di1iion or organi.ational unit- mall enough to be fle3ible and large

enough to e3er(ie (ontrol o1er mot of the fa(tor affe(ting it longF

term performan(e/

!e(aue trategi( buine unit are more agile $and uuall'

ha1e independent miion and ob)e(ti1e&- the' allow the owning (onglomerate to

repond ui(+l' to (hanging e(onomi( or mar+et ituation/

In buine- a !t4te5i6 bu!i1e!! u1it $S!U& i a profit (enter whi(h fo(ue on

produ(t offering and mar+et egment/ S!U t'pi(all' ha1e a di(rete mar+eting

plan- anal'i of (ompetition- and mar+eting (ampaign- e1en though the' ma' be

part of a larger buine entit'/

An S!U ma' be a buine unit within a larger (orporation- or it ma' be a buine

unto itelf or a bran(h/ 6orporation ma' be (ompoed of multiple S!U- ea(h of

whi(h i reponible for it own profitabilit'/ General Ele(tri( i an e3ample of a

(ompan' with thi ort of buine organi.ation/ S!U are able to affe(t mot

fa(tor whi(h influen(e their performan(e/ Managed a eparate buinee- the'are reponible to a parent (orporation/ General Ele(tri( ha :@ S!U/6ompanie

toda' often ue the word segmentation or division when referring to S!U or an

aggregation of S!U that hare u(h (ommonalitie/

• 9 6ommonalitie

• B Su((e fa(tor

• !6G matri3

• : Referen(e

6ommonalitie

A S!U i generall' defined b' what it ha in (ommon- a well a the traditional

ape(t defined b' M(%ine'8 eparate (ompetitor* and a profitabilit' bottom line/

7our (ommonalitie in(lude

9 /Re1enue S!U

B/ Mar+eting 6ot S!U

34

http://www.businessdictionary.com/definition/division.htmlhttp://www.businessdictionary.com/definition/organizational-unit.htmlhttp://www.businessdictionary.com/definition/organizational-unit.htmlhttp://www.businessdictionary.com/definition/exercise.htmlhttp://www.businessdictionary.com/definition/control.htmlhttp://www.businessdictionary.com/definition/factor.htmlhttp://www.businessdictionary.com/definition/factor.htmlhttp://www.businessdictionary.com/definition/long-term.htmlhttp://www.businessdictionary.com/definition/long-term.htmlhttp://www.businessdictionary.com/definition/performance.htmlhttp://www.businessdictionary.com/definition/unit.htmlhttp://www.businessdictionary.com/definition/independent.htmlhttp://www.businessdictionary.com/definition/mission.htmlhttp://www.businessdictionary.com/definition/objective.htmlhttp://www.businessdictionary.com/definition/owner.htmlhttp://www.businessdictionary.com/definition/conglomerate.htmlhttp://www.businessdictionary.com/definition/market.htmlhttp://en.wikipedia.org/wiki/Profit_centerhttp://en.wikipedia.org/wiki/Marketinghttp://en.wikipedia.org/wiki/Corporationhttp://en.wikipedia.org/wiki/Profit_(accounting)http://en.wikipedia.org/wiki/General_Electrichttp://en.wikipedia.org/wiki/Market_segmentationhttp://en.wikipedia.org/wiki/Division_(business)http://en.wikipedia.org/w/index.php?title=Commonalities&action=edit&redlink=1http://en.wikipedia.org/wiki/Strategic_business_unit#Commonalitieshttp://en.wikipedia.org/wiki/Strategic_business_unit#Success_factorshttp://en.wikipedia.org/wiki/Strategic_business_unit#BCG_matrixhttp://en.wikipedia.org/wiki/Strategic_business_unit#Referenceshttp://en.wikipedia.org/wiki/McKinsey_%26_Companyhttp://www.businessdictionary.com/definition/division.htmlhttp://www.businessdictionary.com/definition/organizational-unit.htmlhttp://www.businessdictionary.com/definition/exercise.htmlhttp://www.businessdictionary.com/definition/control.htmlhttp://www.businessdictionary.com/definition/factor.htmlhttp://www.businessdictionary.com/definition/long-term.htmlhttp://www.businessdictionary.com/definition/long-term.htmlhttp://www.businessdictionary.com/definition/performance.htmlhttp://www.businessdictionary.com/definition/unit.htmlhttp://www.businessdictionary.com/definition/independent.htmlhttp://www.businessdictionary.com/definition/mission.htmlhttp://www.businessdictionary.com/definition/objective.htmlhttp://www.businessdictionary.com/definition/owner.htmlhttp://www.businessdictionary.com/definition/conglomerate.htmlhttp://www.businessdictionary.com/definition/market.htmlhttp://en.wikipedia.org/wiki/Profit_centerhttp://en.wikipedia.org/wiki/Marketinghttp://en.wikipedia.org/wiki/Corporationhttp://en.wikipedia.org/wiki/Profit_(accounting)http://en.wikipedia.org/wiki/General_Electrichttp://en.wikipedia.org/wiki/Market_segmentationhttp://en.wikipedia.org/wiki/Division_(business)http://en.wikipedia.org/w/index.php?title=Commonalities&action=edit&redlink=1http://en.wikipedia.org/wiki/Strategic_business_unit#Commonalitieshttp://en.wikipedia.org/wiki/Strategic_business_unit#Success_factorshttp://en.wikipedia.org/wiki/Strategic_business_unit#BCG_matrixhttp://en.wikipedia.org/wiki/Strategic_business_unit#Referenceshttp://en.wikipedia.org/wiki/McKinsey_%26_Company


35/74

/ OperationJ5R Profit S!U

:/ Sale )udged on net ale not gro

Su((e fa(tor

There are three fa(tor that are generall' een a determining the u((e of an

S!U/

9/ the degree of autonom' gi1en to ea(h S!U manager-

B/ the degree to whi(h an S!U hare fun(tional program and fa(ilitie with

other S!U- and

/ the manner in whi(h the (orporation i be(aue of new (hange in mar+et/

!6G matri3

The !6G matri3 $a+a !/6/G/ anal'i- !6GFmatri3- !oton !o3- !oton Matri3-

!oton 6onulting Group anal'i- portfolio diagram& i a (hart that had been

(reated b' !ru(e 5enderon for the !oton 6onulting Group in 9@ to help

(orporation with anal'.ing their buine unit or produ(t line/ Thi help the

(ompan' allo(ate reour(e and i ued a an anal'ti(al tool in brand mar+eting-

produ(t management- trategi( management- and portfolio anal'i/

0hen uing the !oton 6onulting Group Matri3- S!U (an be hown within an' of

the four uadrant $Star- Quetion Mar+- 6ah 6ow- Dog& a a (ir(le whoe area

repreent their i.e/ 0ith different (olor- (ompetitor ma' alo be hown/ The

pre(ie lo(ation i determined b' the two a3e- mar+et Growth a the ; a3i- Mar+et

Share a the a3i/ Alternati1el'- (hange o1er or two 'ear (an be hown b'

hading or other differen(e in deign/33/ 9 Thu-Star produ(t are (urrentl' ha1e

high growth and high mar+et hare howe1er uetion mar+ i produ(t with low harebut high growth/ 6ah 6ow ha high hare but low growth/ 7inall'-dog i produ(t

that ha low growth and low hare/

35

http://en.wikipedia.org/wiki/BCG_Matrixhttp://en.wikipedia.org/wiki/Boston_Consulting_Group_Matrixhttp://en.wikipedia.org/wiki/Strategic_business_unit#cite_note-1http://en.wikipedia.org/wiki/BCG_Matrixhttp://en.wikipedia.org/wiki/Boston_Consulting_Group_Matrixhttp://en.wikipedia.org/wiki/Strategic_business_unit#cite_note-1


36/74

RETAIL BUSINESS

At HPCL Ret4i' Out'et! %Peto' Pum

not )ut the 1ehi(le- but a tead' relationhip with our (onumer/ And to do o-

pro1ide better and effi(ient er1i(e/ 0e ta+e (are of not onl' 'our fuelling need-

but alo (omplete 1ehi(le (are/ 0e to(+ related produ(t li+e t're- batterie and

a((eorie- o 'ou donHt ha1e to go hopFhopping/ All our other 1alueFadded

er1i(e enure that 'our 1ehi(le i well loo+ed after/

36


37/74

HP GASHP G4!= the 5P62 brand of 2PG- i what +eep the fire burning in million of Indian

home/ !ottled at :: 2PG !ottling Plant throughout the (ountr' with a total

(apa(it' of o1er


38/74

PETROL PUMP DEALERSHIPThe pro(e of etting up of a dealerhip tart with the releae of an open

ad1ertiement in the newpaper informing the lo(ation where 5P62 propoe to

et up Retail Outlet/ Intereted (andidate- meeting the tated reuirement- are

reuired to appl' in the appli(ation form $gi1en below&- a per the detail gi1en in the

open ad1ertiement/5indutan Petroleum $a Eo and 6alte3 prior to 9@=:& ha

been pro1iding a1iation refueling $A1iation Turbine 7uel F AT7& er1i(e at 1ariou

airport in India for more than half a (entur'/ To +now more about 5P A1iation- alofondl' (alled KHi1du!t41K A1iation- browe the following lin+/

O7e7ie9J 5itor' of 5P A1iation- AS7 Networ+- and our er1i(e

I134!tu6tue

• A7i4tio1 Se7i6e F46i'ity8 Our 7a(ilit' to uppl' CET A9 at Indian Airport

• Lo64tio1 o3 ou ASF!8 Air(raft 7ueling 7a(ilitie of 5P A1iation in India

• Eui


39/74

Fue' 64d

A 3ue' 64d or 3'eet 64d i ued a a pa'ment (ard mot (ommonl' for gaoline-dieel- and other fuel at ga tation/ 7leet (ard (an alo be ued to pa' for

1ehi(le maintenan(e and e3pene at the di(retion of the fleet owner or manager/

7leet (ard are uniue due to the (on1enient and (ompreheni1e reporting that

a((ompanie their ue/ 7leet (ard enable fleet ownerJ manager to re(ei1e real

time report and et pur(hae (ontrol with their (ard helping them to ta'

informed of all buine related e3pene/

Oi5i1U1ited .i15dom

In it infan('- fuel (ard were onl' printed with the (ompan' name- 1ehi(le

regitration and a ignature trip on the re1ere/ No ele(troni( data wa tored/

7uelling ite would 1erif' the (ompan'- 1ehi(le regitration $on the fore(ourt&

againt the (ard and alo the ignature written on the ba(+/ The ite would allow

a((e to the fuel on(e the retailerH re(eipt had been igned for and (ro (he(+ed

againt the ignature written on the ba(+ of the (ard/Initiall'- fuel (ard networ+ were 1er' mall and baed around tru(+ road and main

haulage route/ 7or e3ample- in 9@>- the %e'fuel ite networ+ (onited of onl'

e1en tation/ Therefore- the' were initiall' targeted at haulage or deli1er'

(ompanie/ A few 'ear later- (ard be(ame emboed rather than printed/ Thi wa

due to pro1ide the (ard with a greater longe1it' freuent ue would rub off the

printed information/

Due to the la(+ of ele(troni( data on the fuel (ard at thi tage- trana(tion wouldbe re(orded b' the (ard being HtampedH onto a manual trana(tion heet/ 7urther

39

http://en.wikipedia.org/wiki/Gas_stationhttp://en.wikipedia.org/wiki/Gas_station


40/74

detail detailing date- time- 1olume- grade of fuel and regitration would be handF

written/

During the mid to late 9@>- fuel (ard began to ue magneti( trip te(hnolog'/

Thi meant fuel (ard (ould be pro(eed b' a retailer ele(troni(all' and redu(ed

the ri+ of human error when re(ording trana(tion detail/

Magneti( trip alo enabled fuel (ard pro1ider to in(reae fuel (ard e(urit' b'

enuring PIN were en(oded into the (ard/ Although it hould be noted that when

the magneti( trip i wiped though a fuel (ard reader- the trana(tion i till onl'

1erified b' (he(+ing ignatorie to thi da'/

In the ad1ent of outdoor terminal- thee PIN be(ame (ompulor' in order to reF

fuel/

The reaoning behind mo1ing from the magneti( trip to mart(hip te(hnolog' wa

down to the fa(t that the magneti( trip (ould be (loned and the data written onto a

dumm' (ard/ Alo- the ue of fuel (ard wa far hea1ier than that of debit or (redit

(ard- and therefore it be(ame apparent that the magneti( trip began to wear out

far ui(+er/

Smart(hip te(hnolog' $imilar to 6hip and PIN& i the larget de1elopment in the fuel

(ard indutr' in re(ent 'ear/ $See Smart(hip benefit&

In(reaingl'- upermar+et are e3ploring opportunitie in fuel (ard/ 0hile Te(o ,

Sainbur'H ha1e the abilit' to (olle(t lo'alt' point $6lub(ard , Ne(tar point& and

pa' with (redit- Morrion ha a dedi(ated fuel (ard offering/ Ada ha none at all- In

pite of being the (heapet eller of fuel on a1erage in B9B/9

During B>- mar+et maturit' ha led to uer in(reaingl' e3pe(ting more from fuel

(ard than di(ount pri(ing- with the demand for er1i(e- a1ing and e(urit'

leading to the appearan(e of dedi(ated a((ount management/ 0hile mot fuel (ard

upplier handle (utomer uerie 1ia randomFoperator (all (entre- (utomer

preferen(e i in(reaingl' for a named indi1idual to handle their buine/

Repe(ted publi(ation Fleet News reported in Cul' B> that more than a uarter of

fleet manager are unhapp' with the le1el of er1i(e offered b' their fuel (ard

upplier

U1ited St4te!

The ad1ent of 3'eet 64d! (an be tra(ed ba(+ to the 9@


41/74

(ompan' logo on them/ 0hen a (utomer entered a fueling tation- the (ahier

would ta+e down the (utomer4 name and (ompan' information to authenti(ate

ownerhip of the (ard/ Thi pro(e wa time (onuming and wa 1ulnerable to

fraudulent trana(tion/ 0ith the ad1ent of (omputer and (omputer oftware in the

9@>- the de1elopment of the fleet (ard indutr' ui(+l' e3panded/ The in1ention of

the magneti( tripe and magneti( (ard reader allowed petroleum mar+eter to

(ontrol fuel pump trana(tion- leading to toda'4 wide range of fleet (ard e(urit'

feature and tate of the art reporting 'tem to tra(+ all of 'our fleet e3pene/

Thee "intelligent# 'tem ma+e fleet management (on1enient and e(ure- a fleet

(ard owner are able to tra(+ fleet fuel ue with in(reaed a((ura('- re(ei1ing

report in real time on the fueling habit of 'our fleet/ !uine owner are able to

limit emplo'ee fueling b' timeFofFda' and da'FofFwee+/

Fue' 41d 6edit 64d 6om


42/74

• Greater liabilit' for fraudulent trana(tion often pla(ed on (utomer

• 6redit period t'pi(all' horter

• Retail (ard t'pi(all' offer pump pri(e $uuall' higher than wholeale& and

o((aionall' additional ur(harge

• Annual or monthl' (ard pro1iion (harge ometime applied $uuall'

bun+ered&

Neither8

• T'pi(all'- bun+ered (ard (an onl' be at er1i(e tation on the networ+ it i

ao(iated with8

Po F (ould potentiall' retri(t theft Co1 F ite lo(ation le readil' a1ailable

• !un+ered (ard ometime run on ad1an(e pa'ment $e/g/ to(+

holdingJbun+ering&8

Po F bu'ing in bul+ potentiall' pro1ide further a1ing Co1 F (ah um mut

be pro1ided on regular bai

Mi!6o16e


43/74

• 7uel not te(hni(all' paid at point of ale F impl' allo(ated on a((ount for

pa'ment at later date $bun+ered onl'&

• Some (ard allow the pur(hae of u(h nonFfuel produ(t a lubri(ant and

Adblue

Se6uity

Depending upon the indi1idual fuel (ard and the upplier- e(urit' benefit of fuel

(ard (an in(lude8

• (ahle trana(tion

•

(hipFandFPIN prote(tion• detailed in1oi(ing full' itemiing trana(tion for indi1idual (ard

• onFline a((ount adminitration to top (ard B:J=

• trana(tion retri(ted to fuelFrelated produ(t

• reporting of unuual trana(tion

• de(reae in o((urren(e of (redit (ard H+immingH

Sm4t6:i< be1e3it!

7uel (ard pro1ider realied there were man' benefit from mo1ing o1er to the

mart(ard from the magneti( trip8

• Smart(hip (annot be (loned

• 7uelling limit (an be enfor(ed

• 7ar more durable than magneti( trip- therefore (ard lat longer

• Need for (ard to be reF(reated redu(ed due to longe1it'

•

Smart(hip (annot be damaged b' ele(troFmagneti( radiation e/g/ mobilephone- magnet- pea+er- et(/

A of B=- onl' or o of fuel (ard on offer utilie the mart(hip te(hnolog'/

Added 3e4tue! o3 !m4t6:i< te6:1o'o5y

7uelling limit (an alo be programmed into a fuel (ard uing mart(hip te(hnolog'

to pe(if' the following8

• ?olume allowed per trana(tion

•

?olume allowed per da'

43


44/74

• ?olume allowed per wee+

• Number of trana(tion allowed per da'

• Number of trana(tion allowed per wee+

• Da' of the wee+ (ard (an be ued

• Time of the da' (ard (an be ued

• Number of in(orre(t PIN entrie allowed

• 6ard lo(+Fout period after in(orre(t PIN

Comme6i4' u!e i1 bu!i1e!!

T'pi(all'- the ma)orit' of buinee uing fuel (ard are thoe whi(h hea1il' rel' on

motor 1ehi(le on a da'FtoFda' bai e/g/ tranport- haulage- (ourier er1i(e/ One

of the primar' reaon a buine will ue a fuel (ard i to obtain $potentiall'&

ignifi(ant a1ing both on the (urrent pri(e of fuel and on adminitrati1e (ot/ It

would be normal for the buine to re(ei1e a ingle wee+l' in1oi(e- pa'able b'

dire(t debit* thi repla(e the manual re(on(iliation of indi1idual paper re(eipt

whi(h (ould- for larger organi.ation- number in the hundred ea(h wee+/ A number

of additional benefit are a1ailable for uer of fuel (ard from a upplier offering an

eFbuine (apabilit'/

In mot (ae- fuel (ard (an pro1ide fuel at a wholeale pri(e a oppoed to

tandard retail/ Thi wa'- di(ount fuel (an be pur(haed without needing to bu' in

bul+/

7urthermore- the management and e(urit' (on(erning fuel pur(hae i greatl'

impro1ed 1ia the ue of fuel (ard/ Thee feature often pro1e themel1e attra(ti1e

to buinee- epe(iall' with thoe operating large fleet whi(h (an ometime be

in the thouand of 1ehi(le/

7or e3ample- a buine ma' obtain an'thing from a one to four pen(e per litre

redu(tion $PP2& on dieel- whi(h in real term (an be tranlated into the following

$U% baed& e3ample8

Pote1ti4' 6o!t-!47i15 e4m


45/74

Tot4' S47i15 %


46/74

• if the mar+et for that parti(ular fuel fall immediatel' after a pur(hae the

(utomer ha potentiall' lot out on a a1ing opportunit'

Ret4i' 3ue' 64d!

In (ontrat to bun+ered- retail fuel (ard operate b' wa' of allowing the (utomer to

draw fuel at almot an' fuelling tation $in ame method a (redit (ard&/ Often

pro1ider will le1' a ur(harge in addition to the retail pri(e a ad1ertied at the

fuelling tation/ The retail pri(e gi1en i often (oniderabl' higher than that of thebun+ered/ The ma)orit' of fuel (ard pro1ide wee+l' $ad1an(e& notifi(ation of fuel

pri(e generall' appli(able nationwide/

Although retail i generall' more e3peni1e- there are a number of e3(eption

depending on the region- parti(ular brandJite and timing of fuel pur(haed/ Retail

fuel (an be (heaper in (ertain region- parti(ularl' thoe near to a ma)or port/

7urther reaon for the differen(e in pri(e ma' be due to lo(al e(onom' $e/g/ north J

outh of England& and whether the ite i (loe to an' main tranport lin+ i/e/ the

fuel (ot more to deli1er into the ite/ A for timing- the upermar+et or large

pro1ider often ha1e a great deal of fuel in their to(+ reer1e- o if the mar+et

in(reae rapidl'- the' would generall' ta+e longer than maller pro1ider to refle(t

thi (hange/

7uel (ard are not all the ame and Hhopping aroundH i ad1ied/ T'pi(all'- a

upplier will offer )ut one or two (ard/ The uer hould ee+ an independent

upplier offering a range of (ard from ma)or brand- o that the mot appropriate

fuel (ard for their indi1idual need (an be (hoen/ A fuel (ard with little or no

46

http://en.wikipedia.org/wiki/Fuelling_stationhttp://en.wikipedia.org/wiki/Credit_cardhttp://en.wikipedia.org/wiki/Fuelling_stationhttp://en.wikipedia.org/wiki/Credit_card


47/74

motorwa' (o1erage but e3teni1e (o1erage of metropolitan area- for e3ample-

(ould be of limited ue to a national haulier but ideal for a ta3i (ompan'/ A upplier

offering onl' dieel (ard will be of minimal appeal to a fleet manager reponible

for a petrolFonl' or mi3edFfuel (ompan' (ar fleet/

7urthermore- retail fuel pri(e ha1e de(reaed o1er the pat 9 or o 'ear largel'

due to upermar+et pro1iding fuel at their upertore at hugel' di(ounted pri(e

in order to enti(e uer to the tore/ Supermar+et pri(e are an irrele1an(e to man'

dieel uer- a 1er' few upermar+et fore(ourt are a((eible b' hea1' good

1ehi(le or (oa(he/

Cu!tome Pe6e


48/74

ner1ou 'tem- whi(h in turn reult from ph'i(al or (hemi(al timulation of the

ene organ/ 7or e3ample- 1iion in1ol1e light tri+ing the retina of the e'e- mell

i mediated b' odor mole(ule- and hearing in1ol1e preure wa1e/ Per(eption i

not the pai1e re(eipt of thee ignal- but i haped b' learning- memor'-

e3pe(tation- and attention/ Per(eption in1ol1e thee KtopFdownK effe(t a well a

the KbottomFupK pro(e of pro(eing enor' input/ The KbottomFupK pro(eing

tranform lowFle1el information to higherFle1el information $e/g/- e3tra(t hape for

ob)e(t re(ognition&/ The KtopFdownK pro(eing refer to a peronH (on(ept and

e3pe(tation $+nowledge&- and ele(ti1e me(hanim $attention& that influen(e

per(eption/ Per(eption depend on (omple3 fun(tion of the ner1ou 'tem- but

ub)e(ti1el' eem motl' effortle be(aue thi pro(eing happen outide

(on(iou awarene/

Sin(e the rie of e3perimental p'(holog' in the 9@th 6entur'- p'(holog'H

undertanding of per(eption ha progreed b' (ombining a 1ariet' of te(hniue/

P'(hoph'i( uantitati1el' de(ribe the relationhip between the ph'i(al

ualitie of the enor' input and per(eption/ Senor' neuro(ien(e tudie the

brain me(hanim underl'ing per(eption/ Per(eptual 'tem (an alo be tudied

(omputationall'- in term of the information the' pro(e/ Per(eptual iue in

philooph' in(lude the e3tent to whi(h enor' ualitie u(h a ound- mell or

(olor e3it in ob)e(ti1e realit' rather than in the mind of the per(ei1er/

Although the ene were traditionall' 1iewed a pai1e re(eptor- the tud' of

illuion and ambiguou image ha demontrated that the brainH per(eptual

'tem a(ti1el' and preF(on(ioul' attempt to ma+e ene of their input/There i

till a(ti1e debate about the e3tent to whi(h per(eption i an a(ti1e pro(e of

h'pothei teting- analogou to (ien(e- or whether realiti( enor' information i

ri(h enough to ma+e thi pro(e unne(ear'/

The per(eptual 'tem of the brain enable indi1idual to ee the world around them

a table- e1en though the enor' information i t'pi(all' in(omplete and rapidl'

1ar'ing/ 5uman and animal brain are tru(tured in a modular wa'- with different

area pro(eing different +ind of enor' information/ Some of thee module

ta+e the form of enor' map- mapping ome ape(t of the world a(ro part of the

brainH urfa(e/ Thee different module are inter(onne(ted and influen(e ea(h

other/ 7or intan(e- tate i trongl' influen(ed b' mell/

48

http://en.wikipedia.org/wiki/Nervous_systemhttp://en.wikipedia.org/wiki/Photonhttp://en.wikipedia.org/wiki/Retinahttp://en.wikipedia.org/wiki/Moleculeshttp://en.wikipedia.org/wiki/Sound_wavehttp://en.wikipedia.org/wiki/Perceptual_learninghttp://en.wikipedia.org/wiki/Memoryhttp://en.wikipedia.org/wiki/Expectation_(epistemic)http://en.wikipedia.org/wiki/Attentionhttp://en.wikipedia.org/wiki/Attentionhttp://en.wikipedia.org/wiki/Experimental_psychologyhttp://en.wikipedia.org/wiki/Perceptual_psychologyhttp://en.wikipedia.org/wiki/Perceptual_psychologyhttp://en.wikipedia.org/wiki/Psychophysicshttp://en.wikipedia.org/wiki/Sensory_neurosciencehttp://en.wikipedia.org/wiki/Computationhttp://en.wikipedia.org/wiki/Philosophy_of_perceptionhttp://en.wikipedia.org/wiki/Philosophy_of_perceptionhttp://en.wikipedia.org/wiki/Illusionhttp://en.wikipedia.org/wiki/Ambiguous_imagehttp://en.wikipedia.org/wiki/Hypothesishttp://en.wikipedia.org/wiki/Sciencehttp://en.wikipedia.org/wiki/Perceptual_systemhttp://en.wikipedia.org/wiki/Brainhttp://en.wikipedia.org/wiki/Cognitive_modulehttp://en.wikipedia.org/wiki/Sensory_Mapshttp://en.wikipedia.org/wiki/Nervous_systemhttp://en.wikipedia.org/wiki/Photonhttp://en.wikipedia.org/wiki/Retinahttp://en.wikipedia.org/wiki/Moleculeshttp://en.wikipedia.org/wiki/Sound_wavehttp://en.wikipedia.org/wiki/Perceptual_learninghttp://en.wikipedia.org/wiki/Memoryhttp://en.wikipedia.org/wiki/Expectation_(epistemic)http://en.wikipedia.org/wiki/Attentionhttp://en.wikipedia.org/wiki/Attentionhttp://en.wikipedia.org/wiki/Experimental_psychologyhttp://en.wikipedia.org/wiki/Perceptual_psychologyhttp://en.wikipedia.org/wiki/Perceptual_psychologyhttp://en.wikipedia.org/wiki/Psychophysicshttp://en.wikipedia.org/wiki/Sensory_neurosciencehttp://en.wikipedia.org/wiki/Computationhttp://en.wikipedia.org/wiki/Philosophy_of_perceptionhttp://en.wikipedia.org/wiki/Philosophy_of_perceptionhttp://en.wikipedia.org/wiki/Illusionhttp://en.wikipedia.org/wiki/Ambiguous_imagehttp://en.wikipedia.org/wiki/Hypothesishttp://en.wikipedia.org/wiki/Sciencehttp://en.wikipedia.org/wiki/Perceptual_systemhttp://en.wikipedia.org/wiki/Brainhttp://en.wikipedia.org/wiki/Cognitive_modulehttp://en.wikipedia.org/wiki/Sensory_Maps


49/74

Per(eption i defined a the pro(e b' whi(h an indi1idual ele(t- organi.e and

interpret timuli into a meaningful and (oherent pi(ture of the world/ It (an be

de(ribed a "how we ee the world around u/#Two indi1idual ma' be e3poed to

the ame timuli under the ame apparent (ondition-but how ea(h peron

re(ogni.e-ele(t- organi.e , interpret thee timuli i a highl' indi1idual pro(e

baed on ea(h peron4 own need - 1alue and e3pe(tation/

49


50/74

50


51/74

CONSUMER BEHA$IOUR

I1todu6tio1

The tud' of (onumer help firm and organi.ation impro1e their mar+eting

trategie b' undertanding iue u(h a how

• The p'(holog' of how (onumer thin+- feel- reaon- and ele(t

between different alternati1e $e/g/- brand- produ(t- and retailer&*

• The p'(holog' of how the (onumer i influen(ed b' hi or her

en1ironment $e/g/- (ulture- famil'- ign- media&*

• The beha1ior of (onumer while hopping or ma+ing other mar+eting

de(iion*

• 2imitation in (onumer +nowledge or information pro(eing abilitie

influen(e de(iion and mar+eting out(ome*

• 5ow (onumer moti1ation and de(iion trategie differ between

produ(t that differ in their le1el of importan(e or interet that the' entail

for the (onumer* and

• 5ow mar+eter (an adapt and impro1e their mar+eting (ampaign and

mar+eting trategie to more effe(ti1el' rea(h the (onumer/

One Koffi(ialK definition of (onumer beha1ior i KThe tud' of indi1idual-

group- or organi.ation and the pro(ee the' ue to ele(t- e(ure- ue-and dipoe of produ(t- er1i(e- e3perien(e- or idea to atif' need and

the impa(t that thee pro(ee ha1e on the (onumer and o(iet'/K

Although it i not ne(ear' to memori.e thi definition- it bring up ome

ueful point8

• !eha1ior o((ur either for the indi1idual- or in the (onte3t of a group

$e/g/- friend influen(e what +ind of (lothe a peron wear& or an

51

http://www.consumerpsychologist.com/cb_Introduction.htmlhttp://www.consumerpsychologist.com/cb_Introduction.html


52/74

organi.ation $people on the )ob ma+e de(iion a to whi(h produ(t

the firm hould ue&/

• 6onumer beha1ior in1ol1e the ue and dipoal of produ(t a well

a the tud' of how the' are pur(haed/ Produ(t ue i often of great

interet to the mar+eter- be(aue thi ma' influen(e how a produ(t i

bet poitioned or how we (an en(ourage in(reaed (onumption/

Sin(e man' en1ironmental problem reult from produ(t dipoal $e/g/-

motor oil being ent into ewage 'tem to a1e the re('(ling fee- or

garbage piling up at landfill& thi i alo an area of interet/

• 6onumer beha1ior in1ol1e er1i(e and idea a well a tangible

produ(t/

• The impa(t of (onumer beha1ior on o(iet' i alo of rele1an(e/ 7or

e3ample- aggrei1e mar+eting of high fat food- or aggrei1e

mar+eting of ea' (redit- ma' ha1e eriou reper(uion for the

national health and e(onom'/

There are four main appli(ation of (onumer beha1ior8

• The mot ob1iou i for marketing strategy i/e/- for ma+ing better

mar+eting (ampaign/ 7or e3ample- b' undertanding that (onumer

are more re(epti1e to food ad1ertiing when the' are hungr'- we learn

to (hedule na(+ ad1ertiement late in the afternoon/ !'

undertanding that new produ(t are uuall' initiall' adopted b' a few

(onumer and onl' pread later- and then onl' graduall'- to the ret of

the population- we learn that $9& (ompanie that introdu(e new produ(t

mut be well finan(ed o that the' (an ta' afloat until their produ(t

be(ome a (ommer(ial u((e and $B& it i important to pleae initial

(utomer- in(e the' will in turn influen(e man' ubeuent

(utomer4 brand (hoi(e/

• A e(ond appli(ation i public policy / In the 9@>- A((utane- a near

mira(le (ure for a(ne- wa introdu(ed/ Unfortunatel'- A((utane reulted

52


53/74

in e1ere birth defe(t if ta+en b' pregnant women/ Although ph'i(ian

were intru(ted to warn their female patient of thi- a number till

be(ame pregnant while ta+ing the drug/ To get (onumer4 attention- the

7ederal Drug Adminitration $7DA& too+ the tep of reuiring that 1er'graphi( pi(ture of deformed babie be hown on the medi(ine

(ontainer/

• Social marketing in1ol1e getting idea a(ro to (onumer rather than

elling omething/ Mart' 7ihbein- a mar+eting profeor- went on

abbati(al to wor+ for the 6enter for Dieae 6ontrol tr'ing to redu(e

the in(iden(e of tranmiion of dieae through illegal drug ue/ The

bet olution- ob1ioul'- would be if we (ould get illegal drug uer to

top/ Thi- howe1er- wa deemed to be infeaible/ It wa alo

determined that the pra(ti(e of haring needle wa too ingrained in the

drug (ulture to be topped/ A a reult- uing +nowledge of (onumer

attitude- Dr/ 7ihbein (reated a (ampaign that en(ouraged the (leaning

of needle in blea(h before haring them- a goal that wa belie1ed to be

more realiti(/• A a final benefit- tud'ing (onumer beha1ior hould ma+e u better

(onumer/ 6ommon ene ugget- for e3ample- that if 'ou bu' a


54/74

54


55/74

OBECTI$ES

T5E MAIN O!CE6TI?ES SET !E7ORE T5IS RESEAR65 PROCE6T ARE AS 7O22O0S8F

1.The main objective behind this research project to know the

customer perception about petrol/diesel..Secondly, we want to study the pre!erence o! the people regarding

cars based on their perceptions.".To analy#e value !or money$.To analy#e economic viability o! diesel and petrol

RESEARCH METHODOLOG#

RESEAR65 MET5ODO2OG;8F IT IS A S;STEM O7 MODE2S-PRO6EDURES AND TE65NIQUE SUSED TO 7IND T5E RESU2TS

O7 A RESEAR65 PRO!2EM/

0hat i RESEAR65W

In imple word- RESEAR65 refer to a 'temati( method

(oniting of tud'ing the problem- formulating a h'pothei- (olle(ting

the data- anal'.ing the data and rea(hing (ertain (on(luion either in

55


56/74

the form of olution toward the (on(erned problem or in (ertain

generali.ation for ome theoreti(al formulation/

DE7INITION O7 RESEAR658F %&&'()*N+ T' &*FF'() -''),

(0S0%(& means de!ining and rede!ining problems, !ormulating

hypothesis or suggested solutions, collecting, organi#ing and evaluating

data, making deductions and reaching conclusions and at last care!ully

testing the conclusions to determine whether they !it the !ormulated

hypothesis2.

In other word- a RESEAR65 i an organi.ed et of a(ti1itie to tud'and de1elop a model or pro(edure Jte(hniue to find the reult of a

realiti( problem upported b' literature and data u(h that it ob)e(ti1e

i optimi.ed and further ma+e re(ommendationJinterferen(e for

implementation/

Reear(h in (ommon parlan(e refer to a ear(h for +nowledge/ One

(an alo define reear(h a a (ientifi( and 'temati( ear(h forpertinent information on a pe(ifi( topi(/

The word reear(h ha been deri1ed from 7ren(h word

Reear(her mean to ear(h/

7RAN6IES RUMMER defined "Reear(h8 It i a (areful inuir' or

e3amination to di(o1er new information or relationhip and to

e3pand or 1erif' e3iting +nowledge/

Reear(h i the olution of the problem- whether (reated or alread'

generated/ 0hen reear(h i done- ome new out(ome i there- o that

the problem $(reated or generated& (an be ol1ed/

56


57/74

T;PES O7 RESER658 F There are mainl' eight t'pe of reear(h thoe

are a follow8

•

De(ripti1e 1J Anal'ti(al reear(h8F )escriptive research is aresearch which is done !or the activity already done. *t is used !or

the purpose o! data collection. *n this type o! research the

researcher has no control on the variables. e can report only

what has happened3 'r what is happening3 0.g. how many

persons come !or shopping in a mall3 'r pre!erence o! people to

buy a toothpaste.'n the other hand, *n %nalytical research the researcher has to

use !acts or in!ormation already available and analy#e these to

make a critical evaluation o! the material.

• Applied 1J 7undamental reear(h8F %pplied research aims at

!inding a solution !or an immediate problem and !undamental

research is done !or knowledge sake only.

• Quantitati1e 1J Qualitati1e reear(h8F 4uantitative research is

used !or data collection only and 4ualitative research is

motivational research.

• 6on(eptual 1J Empiri(al reear(h*F &onceptual research is done

!or giving a new concept to the people and 0mpirical research is

done !or comparing two things.

• One time reear(h8F 'ne time research is done !or a particular

time period like ear, 5onth etc. 0.g. research !or product in

61$..

• 7ield etting reear(h8F *n this type o! research, we choose a

particular !ield and do research work !or that !ield only.

• 5itori(al reear(h8F *n this type o! research, we choose a past

incident and do research work on that. 0.g. who was responsible

!or the partition o! *N)*% and 7%8*ST%N3

57


58/74

• 6on(luion oriented reear(h8F *n this type o! research, we do

research to arrive at a conclusion.

RESEARCH DESIGN

Reear(h Deign i the (on(eptual tru(ture within whi(h reear(h

i (ondu(ted/ It (ontitute the blueprint for (olle(tion-

meaurement and anal'i of data/ The deign ued for (arr'ing

out thi reear(h i De(ripti1e/

DATA T;PE8 In thi reear(h the t'pe of data (olle(tion i

9 Primar' data

B Se(ondar' data

DATA SOUR6E8 The our(e of (olle(tion of e(ondar' data

are8

9 Quetionnaire

B !oo+

B 0ebite

Maga.ine

58


59/74

: !ro(hure

SAMP2ING P2AN8

*t is very di!!icult to collect in!ormation !rom every member o! a

population. The time and costs are the major limitations that the

researcher !aces.

% sample o! 96 respondents were selected on the basis o!

convenient sampling techni:ue. The individuals were selected in

the random manner to !orm sample and data were collected !rom

them !or the research study.

For the collection o! primary data, a 4;0ST*'NN%*(0 with :uestions

was prepared and a sample o! 96 people was taken..

%!ter analy#ing all the :uestionnaires, interpretating the whole data and

preparing the re:uired data sheets and percentages, every :uestion is

analy#ed separately and proper diagrams are prepared and

interpretation is given separately !or each and every :uestion.

59


60/74

DATA ANAL#SIS ; INTERPRETATIONS

%CUSTOMERS OF HPCL&

1. Are you a bonafde customer o HPC!

"es 90

#o 10

90

10

"es

#o

$#%&'P'&%A%$(#

$n tota) res*ondent o+er 90 ,

60


61/74

2. -y do you *urcase *etro)/dese) rom HPC!

#ear 45

%rust 25

ua)ty 20

er+ces 10

#ear

%rust

ua)ty

er+ces

0 5 10 15 20 25 30 35 40 45

$#%&'P'&%A%$(#

61


62/74

3. Ho oten do you *urcase *etro)/dese) n a ee!

23 tmes56

tmes

68

tmes

23 tmes56 tmes

68 tmes

0

10

20

30

40

50

60

62


63/74

4. Are you satsfed t te ser+ces *ro+ded by te com*any! "es 90#o 10

"es

#o

63


64/74

5. Ho many stars ou)d you )e to +e to te com*any!

2stars 103stars 204stars 70

6. Customer *erce*ton or te

com*any! ................................................................................

..................................

.................................................................................................

................

7. -at s te derence you fnd en you *urcase

*etro)/dese) rom outsde!.................................................................................................

.............

.................................................................................................

.............

8. -at do you tn s better to tra+e) t !o %o use a *ub)c trans*ort.

o %o use a be/car.

64


65/74

?UESTIONNAIRE

%CUSTOMERS OF BPCL&

9. #A& (

C:%(&'; ..........................................................................

10. A


66/74

o #o

16. Any suestons or te com*any

=PC! ......................................................................................

...........................

.................................................................................................

.................


❶ ❷ ❸ ❹ ❺


com*any! ................................................................................

..................................

.................................................................................................

................



.............

.................................................................................................

.............


o %o use a be/car.

SUGGESTIONS ; RECOMMENDATIONS

66


67/74

9/!et ualit' er1i(e are to be pro1ided b' the (ompan' hp(l/

B/ Inpe(tion hould be done b' the higher authoritie from time to time/

/Di(ount for the (utomer /

:/Need to undertand the problem , uggetion of the (utomer/

/5P62 mut ta+e feedba(+ of (utomer regarding feature , er1i(e/

6ON62USION

67


68/74

68


69/74

ANNEURE

BIBLIOGRAPH#

69


70/74

Tet Boo8!J

MAR.ETING MANAGEMENT

PHILIP .OTLER

I1te1etJ

www/google/(o/in

http8JJhindutanpetroleum/(om

?UESTIONNAIRE70

http://www.google.co.in/http://hindustanpetroleum.com/http://www.google.co.in/http://hindustanpetroleum.com/


71/74

%CUSTOMERS OF HPCL&

21. #A& (

C:%(&'; ......................................................................

....

22. A


72/74

❶ ❷ ❸ ❹ ❺


com*any! ................................................................................

..................................

.................................................................................................

................



.............

.................................................................................................

.............


o %o use a be/car.

72


73/74

?UESTIONNAIRE

%CUSTOMERS OF BPCL&

33. #A& (

C:%(&'; ..........................................................................

34. A


74/74

o #o

40. Any suestons or te com*any

=PC! ......................................................................................

...........................

.................................................................................................

.................


❶ ❷ ❸ ❹ ❺


com*any! ................................................................................

..................................

.................................................................................................

................



.............

.................................................................................................

.............


o %o use a be/car.

customer perception for purchasing petrol diesel.docx

Documents