varun mahajan by VarunMahajan1

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									                   A Project Report

                           On

―Customer satisfaction level of HPCL product &
                    services‖

                     Submitted to




       Hindustan Petroleum Corporation Limited


                            By


                 Mr.Varun Mahajan




               (Kathgarh, Himachal Pradesh.)



                         2010


                             1
                                       A Project Report

                                                  On

    ―Customer satisfaction level of HPCL product &
                        services‖


                                            Submitted By:

                                       Varun Mahajan
                                Enrollment No: AEMB0094B/09
                                      Session: 2009-2011




                                       Under the guidance of:



       Mr. Vijay Kansal                                                 Mr.Ashok kumar
         Executive sales officer.                                      Executive RE & MIS Officer.
.    Hindustan Petroleum Corp. Ltd.                                   Hindustan Petroleum Corp. Ltd.
              Jalandhar.                                                        Jalandhar.




             A Project Undertaken towards the partial fulfillment of the degree
                          “Master of Business Administration”
                                 Fin. &Mkt.(2009-2011)


                                      ARNI UNIVERSITY
                                      (Kathgarh, Himachal Pradesh.)
                                                2010


                                                    2
                        AUTHENCITY CERTIFICATE


THIS IS TO CERTIFY that the dissertation entitled ―Customer
satisfaction level of HPCL product & services ―submitted by
―Mr.Varun Mahajan‖ in partial fulfillment of the requirements for the
degree of Master of Business Administration in Finance &Marketing is
based on the results of studies carried out by him in the Department of
ARNI School of Business Management, ARNI UNIVERSITY (H.P)
under my guidance and supervision. The dissertation or any part of it has
not been previously submitted for any other project. This dissertation is
submitted to the ARNI UNIVERSITY in Aug. 2010.


Himachal Pradesh.

Date: ___________

Summer Project Report Examination Committee for evaluation of Summer Project
Report




    Mr. Ashish Prasher                                      Mrs.Kushal kanwar
Lecturer in Marketing MANAGEMENT                                Project coordinator
ARNI School of Business Management                      ARNI School of Business Management
      ARNI UNIVERSITY (H.P)                                ARNI UNIVERSITY (H.P)




   Mrs.Rajeev Sanwal                                       Dr.Ravikant Swami
        Lecturer in Finance                                      Dean
ARNI School of Business Management                      ARNI School of Business Management
     ARNI UNIVERSITY (H.P)                                   ARNI UNIVERSITY (H.P)




                                       3
              Certificate from Summer Project Guides



This is to certify that Mr.Varun Mahajan, a student of the Master of
Business Administration, has worked under our guidance and supervision.
This Summer Project Report has the requisite standard and to the best of
our knowledge no part of it has been reproduced from any other summer
project, monograph, report or book.




 Mr. Vijay Kansal                                 Mr.Ashok Kumar
   Executive sales officer.                        Executive RE & MIS Officer.
Hindustan Petroleum Corp. Ltd.                    Hindustan Petroleum Corp. Ltd.
         Jalandhar.                                        Jalandhar.




                                   4
                          DECLARATION


 I‘m Varun Mahajan, Enrollment no.:-AEMB0094B/09, MBA Final year
(3rd SEM.)Of Arni School of Business Management hereby declare that
the Summer Training Report entitle ―Customer satisfaction level of
HPCL product & services‖ is an original work and the same has not
submitted to any other University/Organization for the award of any other
degree. A seminar presentation of the training report was made
on______________and the suggestion as approved by the faculty were
duly incorporated.




Signature of candidate                               Presentation Incharge
 (Mr.Varun Mahajan)                                  __________________
                                                      __________________



                            Countersigned
                         Director/Dean/Coordinator


                                  Seal




                                     5
                      ACKNOWLEDGEMENT


I wish to express my sincere gratitude and deep appreciation to my guide
Mr. Vijay Kansal (Executive sales officer) ,Mr.Ashok Kumar (Executive RE & MIS
Officer) ,Mr. Rajesh Kumar (Executive Marketing Officer) in HPCL ,Suchipind ,
Jalandhar for their valuable guidance ,patience, help and valuable
suggestions and assistance rendered in the preparation of this report


I wish to express my sincere gratitude and deep appreciation to my
academic guide Mrs.Kanwar Kaushal.(Lecturer in R.M), Mr.Akhil
Gautam.(Project coordinator), Mr.Ashish Prasher.(Lecturer in Marketing), Mr.
Rajeev Sabarwal.(Lecturer in Finance) for their valuable guidance ,patience,
help and valuable suggestions and assistance rendered in the preparation of
this report.


A special thanks to Dr.Ravikant Swami(Dean of Arni School of Business
Management),Dr.Vivek Inder Kochar(Former Director of ASBM) for their
encouragement and kind help in carrying out the study.


I would like to thanks Mr.Amandeep Singh Dassan(Owner of Leo & Kesar filling
station) & Mr.Rajesh (Sr. sales Executive of ICICI )for giving me help and support
during my summer training.




                                        6
I would like thank my parents Smt. Santosh Gupta & Sh. Surinder
Kumar and My friend Mr.Kundan Kumar for supporting and motivating
me, throughout this project report.




Finally, I would like thank my respondents for giving me information &
cooperation in helping me conduct this survey or project.




Place:-Himachal Pradesh.                          (Varun Mahajan)
Aug.20




                                  7
                           PREFACE

In the broader sense training is necessary to make the students of
professional institutions familiar with industrial environment. This not only
helps professionals to speedily accommodate themselves in industries but
also to have better usage of their studies.

          To be dynamic, strategic and work aggressively they need to
know the policies ,procedures and trends going in the present industrial
environment apart from their studies The training fulfils all these needs .
Whether it is the question of demonstrating a modernized procedure, step
by step to an old production hand or guiding a new division head through
the intricacies of preparing his own budget, the responsible supervisor or
manager must make the trainee learn and communicate.

     The purpose and objective of the study is to compare & analyze the
different aspect of Product services and its customer satisfaction level and
list out the Suggestions, recommendations based on the studies.

     The main source of study is primary and secondary data collected
from the annual end and other public reports and other information
received from Hindustan petroleum Corporation Limited and market
survey.

   The various modern and standard tools to achieve the objectives of the
study carry out the analysis of the data.




                                      8
List of Tables.                                                            11.
List of Graphs.                                                            12.


1) INTRODUCTION.                                                           13.

   A) INTRODUCTION TO HPCL.                                                14.

            i.   VISION.
           ii.   HINDUSTAN PETROLEUM- INDIA’S Future full of energy.
          iii.   Financial Performance during Q1, FY 2010-2011(30 June).
          iv.    MISSION.



   B) HINDUSTAN PETROLEUM – A NATIONAL BRAND.                              18.

          i.     HPCL BRANDS.
         ii.     HPCL PRODUCTS IN THE MARKET.
        iii.     HPCL SERVICES.


    C) SWOT ANALYSIS FOR HPCL.                                             28.




2) TYPE OF REPORT.                                                          30.

    A) CUSTOMER SATISFACTION SURVEY.                                        31.




                                         9
3) RESEARCH METHODOLOGY.                                                     37.

    A) AIM & OBJECTIVES OF THE PROJECT.                                      34.

    B) HYPOTHESIS.

    C) SCOPE OF THE PROJECT.

    D) COLLECTION OF DATA.

    E) PROCEDURE.                                                           35.

        i.   Formulation of research design.
       ii.   Construction of questionnaire.
      iii.   Selection of sample.
       iv.   Conducting the pilot testing.
       v.    Conducting the survey.
       vi.   Completion, tabulation analysis and interpretation of data.


 4) RESULT: FINDING & DISCUSSIONS.                                          39.


 5) SUMMARY,CONCLUSION & RECOMMENDATION.                                   56.


 6) PROBLEM FACED DURING SURVEY                                            61.


 7) BIBLIOGRAPHY/REFERENCE.                                                63.


 8) APPENDICES.                                                            65.
     A) QUESTIONIARE.
        i. Customer satisfaction survey on services &product.




                                       10
             B) STATICAL ANALYSIS.                                           69
        9) STRUGGLE OF SURVEYORS.                                            76


                                  LIST OF TABLES.
Table                                       Title                             Page
 no.                                                                          no.

 a1          Sample category on the basis of Customer occupation.           41.

 b1:                Are customers frequently deal with HPCL?                      42.

 b2:       Do Customers know about HPCL product& service facility?                43.

 b3:           Mostly, which product of HPCL customer use?                        44.

 b4:     Why customers prefer HPCL product rather than other companies?           45.

 b5:      Do employees serve to customers immediate, when they reach          47.
                            At filling station?

 b6:      Do employees check to customers, zero before fuel delivery &            48.
                     Amount after delivery on display?

 b7:         Do employees communicate with customers in better way?               49.

 b8:          Are filling station employee serve to customer, facilities,   50.
                              whenever customer want?

 b9:        Does filling station has the facility of checking Quality &     51.
            Quantity of fuel and have customers ever used the service?

 b10:       Does HPCL filling station provide credit card/Drive track             52.
                               card facility?

 b11:      What is the time taken by pump owner & HPCL authorities            53.
             to respond regarding customer complain/ suggestion?

 b12:      Are customer satisfied with overall HPCL product services?       54.

 b13:    Will customers encourage to other for purchase HPCL products?        55.



                                              11
c1&c2     Customer Satisfaction level approved/solve by chi-square test.     73-74


                                LIST OF GRAPHS.
Graph                                     Title                              Page
no.                                                                         no.

a1          Sample category on the basis of Customer occupation.           41.

b1:                Are customers frequently deal with HPCL?                      42.

b2:       Do Customers know about HPCL product& service facility?                43.

b3:            Mostly, which product of HPCL customer use?                       44.

b4:     Why customers prefer HPCL product rather than other companies?           46.

b5:      Do employees serve to customers immediate, when they reach              47.
                           At filling station?

b6:      Do employees check to customers, zero before fuel delivery &            48.
                    Amount after delivery on display?

b7:         Do employees communicate with customers in better way?           49.

b8:         Are filling station employee serve to customer, facilities,    50.
                            whenever customer want?

b9:         Does filling station has the facility of checking Quality &    51.
            Quantity of fuel and have customers ever used the service?

b10:        Does HPCL filling station provide credit card/Drive track        52.
                               card facility?

b11:      What is the time taken by pump owner & HPCL authorities            53.
           to respond regarding customer complain/ suggestion?

b12:      Are customer satisfied with overall HPCL product services?       54.

b13:    Will customers encourage to other for purchase HPCL products?        55.



                                             12
1. INTRODUCTION




       13
                      A)   INTRODUCTION.


i) Vision of “Hindustan Petroleum Corporation limited”

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.




ii) HINDUSTAN PETROLEUM- INDIA’S Future full of energy




        Type                         State-owned enterprise
                           Public (BSE: 500104)(NSE : HINDPETRO)
      Industry                                Oil
     Founded                                 1974
    Headquarters                   Mumbai ,Maharashtra, India

     Key People                          S Roy Choudhury
                                         Chairman & M.D

      Products                            Fuel, Oil, Gas




                                    14
      Revenue          ▼ Rs 112,516.88 crore (US$ 23.97 billion) (2010)
     Net income        ▲ Rs. 1,475.15 crore (US$ 314.21 million) (2010)
     Total assets                 ▲ $12.689 billion (2010)

     Total equity                   ▲ $2.734 billion (2010)

     Employees                            ~11,245 (2009)




HPCL is an Indian public-sector petroleum company. It is India‘s largest
commercial enterprise, The Company was incorporated in the name of
Standard Vacuum Refining Company of India Limited on July 5, 1952;
The Hindustan Petroleum Corporation Limited was formed in 1974.

          HPCL is a Fortune 500 company, with an annual turnover of
Rs. 1,08,599Crores and sales/income from operations of Rs 1,14,889Crores
(US$ 25,306 Millions) during FY 2009-10, having about 20% Marketing
share in India and a strong market infrastructure.

          HPCL operates 2 major refineries producing a wide variety of
petroleum fuels & specialties, one in Mumbai (West Coast) of 6.5 Million
Metric Tonnes Per Annum (MMTPA) capacity and the other in
Vishakhapatnam, (East Coast) with a capacity of 8.3 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 constructing a refinery at Bhatinda, in the
state of Punjab, as a Joint venture with Mittal Energy Investments Pte. Ltd.




                                     15
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 product.


The marketing network of HPCL consists of 13 Zonal offices in major
cities and 101 Regional offices facilitated by a Supply & Distribution
infrastructure comprising Terminals, Aviation Service Facilities, LPG
Bottling Plants, Lube filling plants, Inland Relay Depots, Retail Outlets
(Petrol Pumps) and LPG & Lube Distributorships.

         Depots                                                  100
  Retail Outlets                                                 8539




  iii) Financial Performance during Q1, FY 2010-2011(30 June)


Hindustan Petroleum Net Turnover (Less: excise duty) for the Q1, 2010-11
Reached a new high of Rs. 29,219.87crore, up by 20.7 % as compared to
Rs.24, 197.58crore in the previous year‘s Q1.

Total Expenditure of HPCL is also increase of Rs. 31,152.81crore up by
33.2% as compared to Rs.23, 372.85crore in the previous year‘s Q1.


PBT is decrease of Rs (1,851.31)crore down by 274 .1% as compared to
Rs 1,063.30crore in the previous year‘s Q1.




                                     16
PAT is also decrease of Rs. (1,884.29)crore down by 390.2% as compared
to Rs. 649.12crore in the previous year‘s Q1.

NOTE: - The cause of loss are:

    The prices of LPG (Domestic) and SKO (PDS) are subsidized as per
     the scheme approved by the Government of India. Subsidy
     amounting to Rs. 151.09crores (April 09 - June 09 : Rs.
     141.25crores) for the current quarter has been accounted at 1/3rd of
     the subsidy rates for 2002-03 as approved by the Government.

    During the quarter ended June 2010, discount from upstream oil
     companies, viz., ONGC and GAIL, amounting to Rs. 1,469.87crores
     (April 09 - June 09:Rs.173.74crores) in respect of crude
     Oil/LPG/SKO purchased from them has been accounted.



iv) Mission of “Hindustan Petroleum Corporation limited”



"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."




                                      17
     B) HINDUSTAN PETROLEUM: -A NATIONAL BRAND


      1. HPCL is a Fortune 500 company.
      2. NDTV Profit Business Leadership Award.
      3. Reader‘s Digest ‗Trusted Brand Asia Platinum‘ Award.
      4. Golden Peacock Corporate Governance Award 2008.
      5. CIO 100 Award 2008.
      6. India Star Award.
      7. OISD Safety Award.
      8. National Award for Excellence In Cost Management.
      9. Greentech Environment Excellence Award 2008.
      10.Best HR Practices in ‗People Management‘.



CLUB HP

High - quality personalized "Vehicle and Consumer Care"

A part of HPCL's strategic retail marketing initiative that seeks to break out
of traditional fuel retailing, our new Retail Brand "Club HP" assures high -
quality personalized "Vehicle and Consumer Care" through a select setoff
out lets.

Developed after an exhaustive research of over a year which included
collecting feedback from over 13,000 respondents in several key markets
across the country, the "Club HP" concept aims to provide the assurance of
―Quick Fills", "Expert, Personalized Service", "Total Vehicle
Management" and "Consumer Conveniences".

While designing the bouquet of services for Club HP outlets, we have


                                      18
relied upon the feedback received directly from consumers. We realize that
consumers are highly conscious of the fuel that goes into their vehicles -
each ―Club HP‖ outlet carries the assurance of HPCL‘s ‗Good Fuel
Promise‘ and delivers the right quality and quantity of the products on
offer. Fuel is delivered to these outlets in tank trucks fitted with tamper
proof locks and a high degree of control is kept by the HPCL staff to ensure
that quality standards are strictly enforced.

The "Club HP" concept also recognizes the fact that the consumer today
places very high importance on vehicle care and at the same time expects
other value added services from a fuel retail outlet that help him take care
of diverse activities under one roof and in the shortest possible time. The
Club HP outlets provide a distinct set of basic and value added offerings
which include "Efficient & Expert Service", "Quick Care Point", "Digital
Air Towers", "Vehicle Finance and Insurance related assistance", "Bills
Payment facilities", ―Refreshments‖, "HPCL - ICICI Credit Cards", "Club
HPSmart1Cards‖ and a host of other amenities.

To deliver the many conveniences and services, we have associated with
leading companies like Coca Cola India, ICICI Bank, Fed Ex, Western
Union Money Transfer, Café Coffee Day, US Pizza, Skypak and many
more. We are also forging service specific alliances with several
automobile companies and OEMs like Tata Motors to jointly identify "Club
HP" outlets, which could qualify as "Authorized Service Centers" for
leading automobile brands.

The roll out of "Club HP" began in a phased manner, initially targeting 85
outlets in the cities of Mumbai, Delhi, Bangalore and Kolkata. Encouraged
by the initial experience, the ―Club HP‖ brand has been quickly expanded
to cover over 1000 outlets in all major cities and towns across India. The
distinctive red and blue Club HP logo is an all too familiar symbol inviting


                                      19
motorists looking for a quick and refreshing fuelling experience.

"Club HP" outlets are categorized as Standard, Mega and Max depending
on the levels of services and amenities available. Each outlet will offer a
bouquet of standardized services to consumers, depending upon market
requirements and logistical abilities.


     Vehicle Care - The Club HP outlets have been carefully selected to
      ensure that they can offer high quality vehicle care. Each Club HP
      Mega and Max outlet is equipped with a service station. In addition,
      the outlets will also provide vehicle consumable and accessories, all
      under one roof. More and more outlets will progressively upgrade to
      ―Authorized Service Stations‖ as part of our association with various
      vehicle manufacturers



            Quick Care Points - Consumers are offered a free check up of
      vital elements such as engine oil, brake oil, battery water, coolant, fan
      belt, radiator hose etc. by the specially trained "Club HP" attendants.
      In addition, a quick inspection of the tyres is done and
      recommendations given in case any immediate action is required.



     Digital Air Towers – The performance and safety of new generation
      cars depend a lot on the correct air pressure maintained in the tyres.
      The specially designed digital air pressure equipment not only
      ensures accurate air pressure in the shortest time but also adds to the
      comfort and safety of travel.




                                      20
   ‗Good Fuel Promise’ Towers - Consumers are offered the facility to
    personally conduct simple tests with the help of specially designed
    standard apparatus. A simple procedure booklet is also provided to
    help anyone check the quality and quantity of fuel. The consumers are
    also invited to fill in the printed certificate booklet which will be
    available at all "Club HP" outlets in order to record their assessment.
    This feedback is regularly screened by the HPCL team to plan
    remedial actions or service upgrades in accordance.



   Vehicle Finance and Insurance Related Counsel - HPCL has tied
    up with leading vehicle insurance and finance service providers for
    these activities which include assistance towards issuance and
    renewal of policies as well as extension of loans for purchase of new
    or second hand vehicles

    .

   ATMs - HPCL has taken the lead in providing ATM facilities at its
    outlets in association with leading banks and is targeting over 400
    ATMs very soon. Select Club HP outlets have already been equipped
    with ATMs.



   Bills Payments - HPCL has tied up with Skypak Financial Services
    which is providing "Drop boxes" at all "Club HP" outlets in a phased
    manner. Consumers can utilize these drop boxes to pay bills relating
    to a variety of service providers. All one has to do is drop the bill and
    payment instrument (Cheque / Demand Draft) for the designated
    service provider and Skypak will route the same to the correct
    destination…at no extra cost.


                                    21
   Communication Facilities - Each Club HP outlet is equipped with a
    pay - phone for the convenience of consumers. In addition, select
    outlets will also provide high speed internet browsing and e - mail
    facility.



   HPCL - ICICI co - branded Credit Cards and the Club HP Smart1
    Cards - Customers visiting the "Club HP" outlets will be able to use
    the HPCL - ICICI Credit Cards to reap the higher reward points
    offered by this unique product. The "Club HP Smart 1", a smart card
    based loyalty program launched for the cash paying customers, will
    also be available at select Club HP outlets to reward loyal Club HP
    customers.



   Basic Amenities - Each "Club HP" outlet will extend basic amenities
    such as "safe drinking water" through water purifiers, hygienic rest
    room facilities, food counters, basic medicines and first aid facility.
    HPCL has also tied up with Coca Cola India to provide beverages and
    bottled water as well as snacks at all "Club HP" outlets.




                                   22
i)   HPCL BRANDS




                   Sania Mirza




         23
             ii) HPCL PRODUCTS IN THE MARKET


   Unleaded Petrol
   Power Petrol
   High Speed Diesel
   Turbojet Diesel
   HP LPG
   Lubricant for Diesel engine
         Lal ghoda(20w40)
         Milcy 40
         Milcy Turbo
         HP Champion
 Lubricant for Petrol engine




                         iii) HPCL SERVICER



 Q&Q (Quality & Quantity)

 HP Cards

       HP Drive Track Plus Card: For Fleet owners

       HPCL-ICICI Co-Branded Credit Card: Co-Branded Credit Cards

       HPCL-ICICI Co-Branded Debit Card: Co-Branded Debit Cards

       i mint Loyalty Cards: India’s first multi-partner rewards program




                                     24
          HPCL-AXIS Bank-STFC Co-Branded Credit Card: A tripartite co-

           branded credit card




    i)       INTRODUCTION OF Drive track plus (HPCL)




                      Drive Tr ck plus is a powerful prepaid fleet card
offered By HPCL that provides you a complete fleet management Solution
with an unbeatable combination of control, Convenience, security and
attractive reward points. This innovative payment device is designed for
efficient management of fleet through greater control over fuel
consumption & operating cost



Drive Track plus Card can be used for purchase of fuel and lubricants at
participating HPCL petrol pumps spread across the length and breadth of
the country. The Drive Track plus Program offers you host of unparalleled
features and benefits.


Type of cards issued to fleet owner
There are two types of cards a customer specific control card and user card
for every vehicle of fleet owner. These cards are pin protected to ensure
only authorized usage.

   Control card

                                      25
HPCL provide each control card for each customer which gives control on
central cash management system (CCMS).This card use for CCMS
account, CCMS balance enquiry redemption request, recharging CCMS
account and enquiry for drive stars at any HPCL fuel outlet etc.


   User card
Each user card is vehicle specific & personalized with the vehicle no.
printed on it. The user card can be used for transactions like reload
purchase balance transfer, balance enquiry vehicle tracking etc.
Those cards have pin based security features. It provides better security
&control on transactions.




a) The Drive Track plus Advantage:



     CCMS (Central Cash Management System) is the central loyalty
      account of the customer for managing funds for reloading different
      User Cards. The CCMS account are linked with all user cards .This
      account can be recharged by depositing cash at any participating
      HPCL petrol pump. CCMS account is basically used for reload of
      money and transfer of money in different user cards with the help of
      EDC terminal at HPCL filling stations.



     Attractive loyalty reward points – Drive stars: Members will earn
      Drive stars on every fuel and lubricants purchases carried out using




                                     26
      Drive Track Plus card at participating HPCL petrol pumps.(0.25% on
      fuel & 5% on lubricant)



     Detailed MIS reports-MIS report is monthly statement of
      transactions. Fleet owner get all detail like vehicle number, quantity
      of fuel purchase and price, odometer reading, distance travelled, drive
      star earned etc. through MIS report.



     Real-time vehicle tracking(free of cost)-Drive track plus card offers
      an unmatched advantage to track the vehicles real time movement
      through unique web based vehicle tracking system, fleet owner can
      get information on the location of every vehicle whether Driver does
      any other transaction or not.



     Insurance cover for your Drivers and helpers of Rs 100000/-.



b) Membership & Enrolment:
   Any business entity or individual, who has minimum 2 vehicles, can
    enroll into the drive track programme.

   Any business entity or individual must above 18 years of age for the
    membership of it.

   The enrollment fee is Rs.50/-per vehicle & applicant will receive their
    drive track plus fleet card in 21 days.




                                     27
   Its membership valid for 3 years from the date of enrollment.
    Renewal of membership to the programme is at sole discretion of
    HPCL.

   The drive track plus card can be used only for the purchase of fuel
    products/items from HPCL outlet.



                   C) SWOT Analysis for HPCL.

External environment

Opportunity:

The HPCL has much opportunity in the present market conditions. This is
because the petroleum products have become a need for everyone and still
contains a lot of scope for customization.

The various opportunities are listed below.

• Since the company should increase the maximum number of outlets and
also the maximum number of refineries in India, it can very easily go for
extension at any point of time, and can introduce any new products, which
will get support from its huge market network.

• The company can make the buying process easier for the customers, by
implying many more schemes in the range Drive Track Fleet Card.

.
Threats:

Since the company has good repo in the field, so have maximum threats
from the other players and many other issues.



                                     28
The lists of threats are given below.

• The foreign players with more advanced technology are the biggest threat
for the company.

• The crude oil supply is also a big issue in front of the company, because
the company cannot fix its price and so, some time had operated in loss
also.It is the biggest problem because the maximum part of their crude is
been imported.

• In future the market will welcome more private players, which will eat up
its market share.

• If the Govt. Policies allow the private players to set their own price, the
private player can seriously harm the market share of HPCL.

Internal environment

Strengths:

Hindustan Petroleum Corporation (HPCL) is a state-owned company,
engaged in the refining of crude oil and marketing of oil products. The
company primarily operates in India. It is headquartered in Mumbai, India,
and employs more than 11,200 people. Depots 100,Retail Outlets 8539 and
product quality.


Weakness:

The company is the good repo in the industry, but still it had many
Weaknesses.


• The technological drawback, as compared to some major foreign player is
Another weakness for the company


                                        29
2. TYPE OF
 REPORT



    30
Customer Satisfaction: What the Research Tells Us


INTRODUCTION

From the beginning of the ―customer service revolution‖ almost 20 years
ago, a body of business research has focused on customer satisfaction and
customer-focused organizations. Business consultants, corporations and
others have worked to identify the characteristics of organizations that
consistently please their customers, to develop tools for monitoring
customer satisfaction, and to build continuous, quality improvement
Systems that respond to consumer feedback.

        Although much of the research has been conducted by and for the
corporate world, customer service and satisfaction is not limited to the
private sector. Publicly funded organizations that are incorporating
practices developed in the business world provide a growing body of
experience and study. Increasingly, federal, state and local government
agencies are attempting to gauge their performance and the effect on those
they directly serve. Throughout the public sector, initiatives to ―reinvent‖
government—including education reform, privatization, and managed
care—have elevated customer service and satisfaction to new priorities.
Within the European Union, a shift is underway to re-think and reform
social services with social inclusion and ―user involvement‖ as driving
forces in quality improvement.


.


Why Organizations Focus on Customer Satisfaction




                                     31
Businesses monitor customer satisfaction in order to determine how to
increase their customer base, customer loyalty, revenue, profits, market
share and survival. Although greater profit is the primary driver, exemplary
businesses focus on the customer and his/her experience with the
organization. They work to make their customers happy and see customer
satisfaction as the key to survival and profit. Customer satisfaction in turn
hinges on the quality and effects of their experiences and the goods or
services they receive.


What is Customer Satisfaction?


The definition of customer satisfaction has been widely debated as
organizations increasingly attempt to measure it. Customer satisfaction can
be experienced in a variety of situations and connected to both goods and
services. It is a highly personal assessment that is greatly affected by
customer expectations. Some researchers define a satisfied customer within
the private sector as ―one who receives significant added value‖ to his/her
bottom line—a definition that may apply just as well to public services.

                           A customer may be satisfied with a product or
service, an experience, a purchase decision, a salesperson, store, service
provider, or an attribute or any of these.

        Some experts urge companies to ―concentrate on a goal that‘s
more closely linked to customer equity.‖ Instead of asking whether
customers are satisfied, they encourage companies to determine how
customers hold them accountable.

                           In the public sector, the definition of customer
satisfaction is often linked to both the personal interaction with the service
provider and the outcomes experienced by service users.




                                      32
I want to know about Customer satisfaction regarding:




                           Customer satIsfaction
                              level regarding:




          Servicies&facilities:                         Product:
      response,employee dealing
          & HP club facilities.                   Quality&Quantity.




                                   33
3. RESEARCH
METHODOLOGY.




     34
                       METHODOLOGY

Aim:-

The aim of present study or survey is on ―Customer satisfaction level of
HPCL product & services‖



Objective:-

   Are customers satisfied with HPCL Products & Services or not.
   To collect feedback for further improvement of Services.



HYPOTHESIS:-

―Customer are not satisfied with HPCL product & services‖



SCOPE OF THE PROJECT:-

The survey gives an idea about the various reasons, effect regarding
customer satisfaction level.


COLLECTION OF DATA: - I use two methods for data collection

                               Interview method.
                               Questionnaire method.


                                     35
PROCEDURE:-

     The procedure for the present survey is as follows:

          i.   Formulation of research design.
         ii.   Construction of questionnaire.
        iii.   Selection of sample.
        iv.    Conducting the pilot testing.
         v.    Conducting the survey.
        vi.    Completion, tabulation analysis and interpretation of data.



i) Formulation of research design:

As the study aimed at obtaining on ―Customer satisfaction level of HPCL
product & services‖. Survey method (interview & questionnaire) is the tool
used.

          According to Kerlinger(1968)states that ―A survey research is
that branch of social scientific investigation that studied large & small
populations by selecting & studying samples chosen from the population to
discover relative incidence ,distribution & interpretation of sociological and
Psychological variable.‖

          According to Kothari C.R (1990) ―Survey are the most suitable
scientific research method in the study of social programs acute enough to
public opinion and a desire to take their solution.‖




                                      36
ii) Construction of the questionnaire:

         There are one type of questionnaire is constructed for the customer
satisfaction. Questionnaire grouped into two parts the first part helped us to
gather general information like name of the respondents, address, contact
number, type of vehicle, customer occupation.

         The second part of questionnaire deals with the specific data which
is related to the topic, like respondent knowledge about Company and its
product & services/facilities, know about problem regarding satisfaction
level.

       According to Agarwal(1996)opined laboriously prepared , properly
worked polite forwarded adequately published neatly and clearly printed or
cyclostyled scientifically and systematically classified intelligent
generalized and analyzed questionnaire serves as an important tool
research.

         According to P.Saravanavel (1997) ―It is that form of inquiry
which contains systematically and organized series of questionnaire that are
to be send to population sample.‖



iii) Selection of sample:

        Since the study aimed on Customer satisfaction level of HPCL
product & services 20 sample respondents were selected randomly.




                                      37
iv) Conducting the pilot testing:

         According Krishnaswami (1993) define ―Pilot testing as
preliminary or exploratory study which is trying of the questions &
procedure on small scale in order to whether or not the purpose of research
will be fulfilled.‖

         In order to the study the pheasibility of investigation &access the
response of the respondent a pilot testing was conducted.

         Ten percent of the samples were chosen for the pilot testing. The
questionnaire was distributed and the data collected was then consolidated
and analyzed. Based on the result of the pilot testing, the questionnaire was
modified and finalized for the main study. The sample questionnaire is
given in Appendices A (page no.-66).

v) Conducting the survey:

In order to obtain the required information, the modified questionnaire was
administered personally by the investigator problem regarding
understanding any of the questions were clarified in the course of the
survey.

vi) Completion, tabulation analysis and interpretation of data:

           The data collected presented in number and percentage table for
each of the questions. The result obtained was compiled, analyzed and
interpreted. The above tabulated result was discussed and some tables are
analyzed statically by using Chi-square test. The collected data were
presented in result and discussion.


                                     38
4. RESULT :
 finding&
Discussions.



     39
                    RESULT & DISCUSSIONS.


Satisfaction of customer is basically there psychological & internal
fulfillment about product & services .Customers is satisfied, when product
and services meet their expectation level.

 The collected data was analyzed using percentage method, selected data were
statically analyzed by using the chi-square test. The results of the study have
been discussed under the following heading.




        a) BASIC DATA mainly related to the occupation of customer.




         b) SPECIFIC DATA deals with the like respondent knowledge
        about Company and its product & services/facilities, know about
.        problem regarding satisfaction level & suggestion.




                                        40
Table a1: Sample category on the basis of Customer occupation.




                                                                 Customers
                                                        in no.         in %age
          Occupation of




                                  Transporters           17              85
           customers




                                 Businessman‘s            2              10
                                     Students             1               5
                                      Others              0               0

 Table a1. Depicts majority of transporters dealt, that was 85 percent
, 10 percent were professional businessmen and only 5 percent were
students.
      So maximum respondent belongs to transport owners.

Following graphical description of above table:


   90
   80
   70
   60
   50
   40                                                                        Customers in no.

   30                                                                        Customers in %age
   20
   10
    0
        Transporters      Businessman’s      Students   Others

                             Occupation of customers

                                           Graph a1.


                                                 41
Table b1: Are customers frequently deal with Hindustan Petroleum
Corporation Limited?




                                              Customers
                                     in no.        in %age
                         Yes          12             60
                         No               8          40

Table b1.infers that 60 percent of the customers interacted was regularly
visiting HP petrol pumps, whereas only 40 percent admitted that they came
there less frequently.


Following is graphical description of above table:



      60


      50


      40
                                                             Customers in no.
      30
                                                             Customers in %age

      20


      10


       0
                  Yes                 No


                                 Graph.b1


                                     42
Table b2: Do Customers know about HPCL product& service facility?




                                                    Customers
                                           in no.          in %age
                    Yes                      9                45
                  Partially                  10               50
                 Not exactly                 0                0
                     N0                      1                5



Table b2. Infers the respondent knowledge about HPCL product &service
facilities. 45 percent knew about the HPCL products and services. Majority
i.e.50 percent said that they knew about the facilities partially, only 5
percent said that they are unknown to HPCL products and facilities.

Following is graphical description of above table:


  50
  45
  40
  35
  30
                                                                 Customers in no.
  25
                                                                 Customers in %age
  20
  15
  10
   5
   0
           Yes         Partially   Not exactly       N0


                                   Graph b2.


                                          43
Table b3: Mostly, which product of HPCL customer use?


                                              Customers
                                      in no.       in %age
                     Diesel             20            100
                   Turbojet              0             0
                    Petrol               0             0
                  Power petrol           0             0

The table b3. Gives us a clear cut idea that all HPCL customers are only
involved in diesel dealing from the company because most of respondents
are transporters & others having cars.

Following is graphical description of above table:


  100

   90

   80

   70

   60
                                                             Customers in no.
   50
                                                             Customers in %age
   40

   30

   20

   10

    0
           Yes        Maybe      Don't know       No


                                 Graph b3.


                                      44
Table b4: Why customers prefer HPCL product rather than other
companies?




                                                      Customers

                                             in no.         in %age


          Better Quality& Quantity             9              45

            Better Service/facilities          1              5

                  All of both                  9              45

                  Don't know                   1              5



Table b4. Reveals that, 45 percent respondent prefer because of Better
Quality& Quantity, only 5percent prefer because of better service facility
,45 percent prefer for both it means 90 percent respondent prefer because of
Better Quality& Quantity,50percent prefer because of better service
facility. Only 5percent don‘t know, why they prefer HPCL products


Graphical description is showing of above table on next page




                                        45
45




40




35




30




25

                                                                       Customers in no.
                                                                       Customers in %age
20




15




10




5




0
     Better Quality&        Better          All of both   Don't know
        Quantity       Service/facilities




                                            Graph b4.




                                                   46
Table b5: Do employees serve to customers immediate, when they reach at
filling station ?




                                                       Customers
                                               in no.            in %age
                         Properly               19                 95
                        Sometimes                  1                5
                        Don't know                 0                0
                          Never                    0                0


Table b6 reveals that, it was quite amazing to find out that 95 percent told
that they were served immediately at HPCL pumps and only 5 percent said
that they were served immediately sometimes. Nobody said that that they
don‘t reach them with some kind of delay.


  Following graphical description of above table:

      100
       90
       80
       70
       60
                                                                           Customers in no.
       50
       40                                                                  Customers in %age
       30
       20
       10
        0
             Properly     Sometimes   Don't know         Never



                                      Graph b5.

                                          47
Table b6: Do employees check to customers, zero before fuel delivery &
amount after delivery on display?



                                                 Customers
                                           in no.     in %age
                         Mostly              18          90
                       Sometimes             2           10
                         Rarely              0           0
                         Never               0           0

Table b6 reveals that Majority about 90 percent agreed that employees
check zero before fuel delivery, rest said that they check sometimes.


Following is graphical description of above table:



        90

        80

        70

        60

        50                                                      Customers in no.
        40                                                      Customers in %age
        30

        20

        10

         0
              Mostly     Sometimes      Rarely      Never



                                     Graph b6.



                                         48
   Table b7: Do employees communicate with customers in better way?



                                              Customers
                                           in no.       in %age
                       Mostly                18            90
                     Sometimes                2            10
                       Rarely                 0             0
                       Never                  0             0

Table b7. Infers that 90 percent of the customers said that mostly
employees communicated in a proper way with them.10percent said
sometimes.
Following is graphical description of above table:



    90

    80

    70

    60

    50
                                                                  Customers in no.
    40                                                            Customers in %age

    30

    20

    10

     0
          Mostly     Sometimes    Rarely            Never



                                 Graph b7.


                                      49
Table b8: Are filling station employee serve to customer (drinking water, free
air& wind cleaning screen) facilities, whenever customer want?




                                            Customers
                                       in no.      in %age
                       Mostly            16           80
                     Sometimes           4            20
                       Rarely            0             0
                       Never             0             0


Table b8 depict that Majority customers said that they were served with
basic necessities of service, 20 percent said that they were sometimes
served for that services. Nobody said that they were rarely dealt or never
dealt in that accord.
Following is graphical description of above table:



      80
      70
      60
      50
                                                             Customers in no.
      40
                                                             Customers in %age
      30
      20
      10
       0
            Mostly    Sometimes   Rarely        Never


                                  Graph b8.


                                       50
Table b9: Does filling station has the facility of checking Quality &
Quantity of fuel and have customers ever used this service?



                                                    Customers
                                              in no.        in %age
                       Mostly                  11             55
                     Sometimes                  4             20
                     Don't know                 1              5
                         No                     4             20

Table b9 indicate that Majority of 55 percent told that all HPCL pumps has
checking facility for quality and quantity, 20 percent said that they come
up with these facilities sometimes.5percent don‘t know about this
facility,20percent hadn‘t use this facility.
Following is graphical description of above table:




     60

     50

     40
                                                                      Customers in no.
     30
                                                                      Customers in %age
     20

     10

      0
            Mostly    Sometimes   Don't know           No


                                   Graph b9.


                                         51
Table b10: Does HPCL filling station provide credit card/Drive track card
facility?

                                                                     Customers
                                                            in no.         in %age

               Some filling station                          10              50

                All filling stations                          0               0
                   Don't know                                10              50
                         No                                   0               0

Table b10 shows that 50 percent agreed that some filling stations provided
with the facility of credit/ debit card facility, while other 50 percent did not
know about this facility.


Following is the graphical description of above table:


   50
   45
   40
   35
   30
   25                                                                             Customers in no.
   20                                                                             Customers in %age
   15
   10
    5
    0
         Some filling   All filling stations   Don't know            No
           station


                                               Graph b10

                                                     52
Table b11: What is the time taken by pump owner & HPCL authorities to
respond regarding customer complain/ suggestion?



                                                        Customers
                                                 in no.           in %age
                      Immediately                  12                60
                      In one week                   2                  10
                      In one month                  3                  15
                      Not response                  3                  15


According to Table b11, data shows 60 percent customers had found that
complaints and suggestions were immediately worked upon, 10 percent
said that action was taken in a week and 15 percent said that it took a
month. 15 percent said that there was no response.
Following is the graphical description of above table:



   60

   50

   40

                                                                            Customers in no.
   30
                                                                            Customers in %age
   20

   10

    0
        Immediately    In one week   In one month       Not response



                                     Graph b11.

                                            53
Table b12: Are customer satisfied with overall HPCL product &
services/facility?



                                                             Customers
                                                   in no.             in %age
                      Full satisfied                 12                  60
             Satisfied with products,
                    not services                      6                   30
              Satisfied with services,
                   not products                       1                       5
                    Unsatisfied                       1                       5


Table b12 infers that Amazingly majority around 60 percent were fully
were satisfied with HPCL ,30 percent were satisfied with the products of
the company and not with the services.5 percent were satisfied with
satisfied with services ,and only 5 percent were unsatisfied with HPCL
services and products.
Following is graphical description of above table:


    60

    50

    40

    30
                                                                                  Customers in no.
    20                                                                            Customers in %age
    10

     0
         Full satisfied    Satisfied with   Satisfied with      Unsatisfied
                           products, not    services, not
                              services        products


                                             Graph b12.


                                              54
Table b13: Will customers encourage to other for purchase HPCL
products?




                                                   Customers
                                         in no.           in %age
                        Yes                   20            100
                      Maybe                   0              0
                    Don't know                0              0
                        No                    0              0

Table b13 deals with all customers told that they will encourage HPCL
sales by advising its products to others.

Following is the graphical description of above table:


    100
     90
     80
     70
     60
                                                                    Customers in no.
     50
                                                                    Customers in %age
     40
     30
     20
     10
      0
             Yes       Maybe     Don't know          No


                                 Graph b13.


                                       55
5. SUMMARY,
CONCLUSION
      &
recommendation.


       56
                SUMMARY/CONCLUSION.

We all know customer satisfaction is essential to the survival of our
businesses. How do we find out whether our customers are satisfied? The
best way to find out whether your customers are satisfied is to ask them.

                When you conduct a customer satisfaction survey, what
you ask the customers is important. How, when, and how often you ask
these questions are also important. However, the most important thing
about conducting a customer satisfaction survey is what you do with their
answers.

                  Customer satisfaction, a business term, is a measure of
how products and services supplied by a company meet or surpass
customer expectation. It is seen as a key performance indicator within
business and is part of the four of a Balanced Scorecard.

                  In a competitive marketplace where businesses compete
for customers, customer satisfaction is seen as a key differentiator and
increasingly has become a key element of business strategy.



The whole study was limited to Jalandhar city with 20, 20respondents.This
study/survey was an attempt to know, Are customer satisfied with HPCL
product &servicer or not.

                  Survey & interview method and questionnaire were the
tool used for conducting this project. The surveyor distributor the
questionnaire to those transporters. Data obtained was compiled, tabulated,
analyzed statically, interpreted and discussed.




                                    57
From the data, it was found that majority of respondent belongs to the
transports i.e.85percent.

Data found that 60 percent of the customers interacted was regularly
visiting HP petrol pumps, whereas only 40 percent admitted that they came
there less frequently.

Data found that the respondent knowledge about HPCL product &service
facilities. 45 percent knew about the HPCL products and services. Majority
i.e.50 percent said that they knew about the facilities partially, only 5
percent said that they are unknown to HPCL products and facilities.

Data found that all HPCL customers are only involved in diesel dealing
from the company because most of respondents are transporters & others
having cars.

Data found that 45 percent respondent prefer to HPCL, because of Better
Quality& Quantity, only 5percent prefer because of better service facility
,45 percent prefer for both it means 90 percent respondent prefer because of
Better Quality& Quantity,50percent prefer because of better service
facility. Only 5percent don‘t know, why they prefer HPCL products


It was quite amazing to find out that above 90 percent customer told that
employee serves immediately with good communication/behavior and do
good job with professionalism.


Data found that Majority of 55 percent told that all HPCL pumps has
checking facility for quality and quantity, 20 percent said that they come


                                     58
up with these facilities sometimes.5percent don‘t know about this
facility,20percent hadn‘t use this facility.


Data found that 50 percent agreed that some filling stations provided with
the facility of credit/ debit card facility, while other 50 percent did not
know about this facility.


According to data 60 percent customers had found that complaints and
suggestions were immediately worked upon, 10 percent said that action
was taken in a week and 15 percent said that it took a month. 15 percent
said that there was no response.

*Data found that Amazingly majority around 60 percent were fully were
satisfied with HPCL ,30 percent were satisfied with the products of the
company and not with the services.5 percent were satisfied with satisfied
with services ,and only 5 percent were unsatisfied with HPCL services and
products.
Data deals with all customers told that they will encourage HPCL sales by
advising its products to others.



                            CONCLUSION

From the customer satisfaction survey, it is concluding that ,Amazingly
majority around 60 percent were fully were satisfied with HPCL ,30
percent were satisfied with the products of the company and not with the
services.5 percent were satisfied with satisfied with services ,and only 5
percent were unsatisfied with HPCL services and products.



                                    59
         RECOMMENDATION/SUGGETIONS


 We consulate reliance regional office inform out that they were using
  BPCL diesel for their tower generators since a long time ,and claimed
  that, the service or quality is not that efficient. They had used its
  service, because it is the only filling station nearby. So I advised to
  expand the number of filling stations for more availability or
  incensement of revenue.



 Considering above fact & figure, it is determined out that HPCL
  customers are overly satisfied with the product & services, but
  keeping a view of competition with other company‘s filling stations
  the services must be implied to maximum & if required, necessaries
  amendment can be made.



 Awareness about Drive track card should be must for transporters
  through advertisement channel for incensement of sale.




                                  60
 6. PROBLEMs
Faced DURING
    SURVEY.


     61
Problems faced during the survey:-
   Finding a stay was difficult.


   Some people discouraged the work.


   Language barrier for the common to fill questionnaires.


   Met a road accident.


   Rain hindered survey many days.


   Customers denied the long questionnaires             initially;
    amendment was done again to cut them short.




                                    62
7. Bibliography
 /reference.




       63
BOOKS:

  1. Kothari, C.R: ―Research Methodology Method and Techniques‖, second
     edition, Wiley Eastern Ltd., New Delhi, 1990.


WEBSITES:

  1. http://ardictionary.com/Comparison/9071

  2. http://en.wikipedia.org/wiki/Customer_satisfaction

  3. http://management.about.com/od/competitiveinfo/a/CustomerSatSurv.htm

  4. http://www.hindustanpetroleum.com/En/UI/Home.aspx

  5. http://www.hindustanpetroleum.com/En/UI/AboutUsOurRoot.aspx

  6. http://en.wikipedia.org/wiki/Hindustan_Petroleum

  7. http://www.iocl.com/

  8. http://www.bharatpetroleum.com/

  9. http://www.google.co.in/#hl=en&q=chi-

     square+table&aq=f&aqi=&aql=&oq=&gs_rfai=&fp=28fd5636da299df4




  10.http://en.wikipedia.org/wiki/Pearson's_chi-square_test

  11.http://www.hindustanpetroleum.com/Upload/En/UPdf/Q1_2010-11.pdf



                                        64
8. APPENDICES
  A) QUESTIONIARE.
           i.   Customer satisfaction survey on Services& Product.


  B) STATICAL ANALYSIS.




                              65
               HINDUSTAN PETROLIUM CO-OPERATION LIMITED
Future full of energy                     SUCHIPIND (JALANDHAR)

                   “Customer satisfaction survey on services & product‖
Dear Sir/Madam,

We are thankful to you for spending little time for us while filling this feedback form. Your valuable inputs will
enable us for continuous improvement of our service quality.




      Customer Name: -                                                      Address:-

Customer Contact no.:-                                  Occupation of customer:-



1. Are you frequent customer of HPCL?

Yes                    No



2. Do you know about HPCL product & services facility?

Yes                    Partially             Not exactly              No



3. Mostly, which product of HPCL you use?

Diesel                 Turbojet              Petrol                   Power petrol



4. Why you prefer HPCL product rather than other companies?

Better                 Better service        All of both              Don’t know
Quantity &             & facility
Quality



5. Do employees serve’s you immediately, when you reached at filling station?

Properly               Sometimes             Don’t know               Never




                                                           66
6. Does employee check to you, zero before fuel delivery & amount after delivery on display ?

Mostly               Sometimes           Rarely                Never



7. Are employee Communicate with you in better way?

Mostly               Sometimes           Rarely                Never



8. Are filling station employee serve’s you (drinking water, free air& wind cleaning screen) facility,
whenever you want?

Mostly               Sometimes           Rarely                Never



9. Does filling station has the facility of checking Quality & Quantity of fuel and have you ever used this
service?

Mostly               sometimes           Don’t know            No



10. Does HPCL filling station provide credit card/Drive track card facility?

Some filling         All filling         Don’t know            No
station              station



11. What is the time taken by pump owner & HPCL authorities to respond regarding customer complain/
suggestion?

Immediately          In one week         In one month          Not response



12. Are you satisfy with overall HPCL product & services/facility?

Fully satisfied      Satisfied with products,          Satisfied with services, not         Unsatisfied
                     not services                      products




13. Will you encourage to other for purchase HPCL products?

Yes                  Maybe               Don’t know            No




                                                     67
14. Give another suggestion comments for betterment of this services & products?




Surveyor signature                                         Customer signature

                                                           Date………………….

WE THANK YOU FOR THAT YOU HAVE INVESTED IN OUR SERVICE TRACKER.YOUR VALUABLE

                     OPINION AND CONTINUED SUPPORT IS OUR INSPIRATION




                                                  68
                    B) STATICAL ANALYSIS.


Chi-square test (   ) is one of the effective, simplest and most commonly
used non-parametric test, in statically work. The test was first used by Karl
Pearson. The concept of        describes the magnitude of variation between
theoretical and experimental frequencies. The computational formula is




df = (R-1) (C-1)


Where O = observed frequency
       E = Expected frequency
      df = degree of freedom


COMPUTATION PROCEDURE


1) The expected frequency for each of the corresponding observated
frequencies are worked out using the formula


                   Row Total (RT) X Column Total (CT)
               E = –––––––––––––––––––––––––––––––
                           Grand Total (GT)


                                     69
2) The absolute difference between observed and expected frequencies is
calculated i.e. (O-E1). Further, square the difference value. Divide each
value of (Oi-Ei)2 by respective expected frequencies (E) and obtain the
total value i.e.
                             (Oi-Ei)2
                   =    Σ ––––––––
                                   Ei
As shown clearly below

Observed           Expected         (Oi-Ei)        (Oi-Ei)2         (Oi-Ei)2/E
frequency          frequency
                   Ei=RT X CT/GT
O1                 E1
O2                 E2
03                 E3


3) The total value of column resulting with         value.

4) The calculated       value is compare with the table     value for desire
(1%) level of significant at (R-1)(C-1)df (degree of freedom).

5) If the calculated value of       is greater than the table value, accept the
hypothesis.




                                         70
Illustrate 1.
To find out the Customer satisfaction level of HPCL?
Q4. Why you prefer HPCL product rather than other companies?

a) Better Quantity &
 Quality                    b) Better service & facility c) All of both              d) Don‘t know


Q5. Do employees serve you immediately, when you reached at pump?

a) Properly                 b) Sometimes                 c) Don‘t know               d) Never



Q6. Does employee check to you, zero before fuel delivery & amount after delivery on display ?

a) Mostly                   b) Sometimes                 c) Rarely                   d) Never



Q7. Are employee Communicate with you in better way?

a) Mostly                   b) Sometimes                 c) Rarely                   d) Never



Q8.Are pump employee serve you (drinking water, free air, wind cleaning) facility, whenever you want?

a) Mostly                   b) Sometimes                 c) Rarely                   d) Never



Q9. Does filling station has the facility of checking Quality & Quantity of fuel and have you ever used this
service?

a) Mostly                   b) Sometimes                 c) Don‘t know               d) No



Q10. Does HPCL filling station provide credit card/Drive track card facility?

a) Some filling station     b) All filling station       c) Don‘t know               d) No



Q11.What is the time taken by pump owner & HPCL authorities to respond regarding customer complain?




                                                      71
a) Immediately               b) In one week                c) In one month               d) No response



Q12.Are you satisfy with overall HPCL product & services/facility?

a) Fully satisfied           b) Satisfied with             c) Satisfied with services,   d) Unsatisfied
                             products, not services        not product




                                    In which option having, how much respondent.

                         a                            b                           c                       d

    Q4.                  9                            1                           9                       1

    Q5.                 19                            1                           0                       0


    Q6.                 18                            2                           0                       0

    Q7.                 18                            2                           0                       0

    Q8.                 16                            4                           0                       0

    Q9.                 11                            4                           1                       4

   Q10.                 10                            0                          10                       0

   Q11.                 12                            2                           3                       3

   Q12.                 12                            6                           1                       1




                                                          72
Null hypothesis (µ1):-there is no significance difference in satisfaction on
HPCL product & services.


Table c1:
                    a          b           c        d        Total
            Q4.     9          1           9        1          20
            Q5.     19         1           0        0          20

            Q6.     18         2           0        0          20
            Q7.     18         2           0        0          20
            Q8.     16         4           0        0          20
            Q9.     11         4           1        4          20
            Q10.    10         0           10       0          20
            Q11.    12         2           3        3          20
            Q12.    12         6           1        1          20

            Total   125       22           24       9         180



  1) Observation in the table indicate observed value o.

  2) Expected value (o) are worked out for each of the observed values (E)
     using the formula.


                  Row Total (RT) X Column Total (CT)
              E = –––––––––––––––––––––––––––––––
                           Grand Total (GT)


                                      73
Table c2:
  Observed   Expected   (O-E)2   (O-E)2/E        Observed Expected   (O-E)2   (O-E)2/E
   value      value                               value    value
   (O)         (E)                                (O)       (E)

     9        13.8      23.04     1.66              9       2.6      40.96 15.75
     19       13.8      27.04     1.95              0       2.6      6.76      2.6
     18       13.8      17.64     1.27              0       2.6      6.76      2.6
     18       13.8      17.64     1.27              0       2.6      6.76      2.6
     16       13.8      4.84      0.35              0       2.6      6.76      2.6
     11       13.8       7.8      0.56              1       2.6      2.56     0.98
     10       13.8      0.64      0.04             10       2.6      54.76 21.06
     12       13.8      3.24      0.23              3       2.6      0.16     0.06
     12       13.8      3.24      0.23              1       2.6      2.56     0.98
     1         2.4      1.96      0.81              1        1         0         0
     1         2.4      1.96      0.81              0        1         1         1
     2         2.4      0.16      0.06              0        1         1         1
     2         2.4      0.16      0.06              0        1         1         1
     4         2.4      2.56      1.06              0        1         1         1

     4         2.4      2.56      1.06              4        1         9         9

     0         2.4      5.76       2.4              0        1         1         1

     2         2.4      0.16      0.06              3        1         4         4
     6         2.4      12.96      5.4              1        1         0         0

                                                          Σ(O-E)2/E =85.51


                                            74
CALCULATION

   1) Computed         value using formula.




   2) The       table value for (9-1) (4-1) = 24 degree of freedom at 1%level
      of significance.

   3)      Calculated value (85.51) is greater than table value (51.18).




Conclusion:-
Hence, it is found that null hypothesis (µ1) is rejected, there are significant
difference found.




                                       75
10. Struggle of
  surveyor




       76
           STRUGGLE OF SURVEYOR




      Kundan kumar&varun mahajan
         Sit with Amit khonsla owner of

         M/s. Punjab Container Service.
M/s. Dhawarka Dass Khonsla Agencies (p) Ltd.
       M/s.D.D Khonsla Transport(p) Ltd.
     HANDLING&TRANSPORT CONTRACTORS
      33, DOMORIA PULL ROAD, JALANDHAR.


                       77
Varun Mahajan was filling fuel during survey, stand with
Kundan Kumar & Customer in july-aug. 2010.


                              78
  77
Varun Mahajan was filling fuel during survey, stand with
Kundan Kumar & Customer in july-aug. 2010.


                              78

								
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