PROJECT REPORT ON

RESEARCH METHODOLOGY

TOPIC: TO STUDY THE CUSTOMER

SATISFACTION LEVEL
OF THOSE WHO USES SERVO

SUBMITTED TO
PROF. SRINIVASAN
SUBMITTED BY

ARUNKUMAR [05]

ABDUL GANI [02]

SAGAYARAJ [36]

1
 Table of Contents

S Topics Page no
no
1 Executive summary 3

2 Research problem 4

3 Introduction about the company 4

4 Major achievements of Indian Oil Corporation 8

5 Problem Statement 9

6 Research Methodology 10

7 Sampling Technique 11

8 Data Collection 13

9 Literature review 16

10 Outlet Visited 18

11 Analysis and Interpretation 19

12 Chi-Square Analysis 34

13 Chart Showing Usage of Servo Mileage 37

14 Findings 41

15 Suggestions 41

16 Conclusion 42

17 Bibliography 42

Executive Summary
The petroleum industry includes the global processes of
Exploration, Extractions, Refining, transporting (often by oil tankers and
pipelines), and marketing Petroleum products. The largest volume
2
products of the industry are fuel oil and gasoline (petrol). Petroleum is also
the raw material for many chemical products, including pharmaceuticals,
solvents, fertilizers, pesticides, and plastics. The industry is usually
divided into three major components: upstream, midstream and
downstream. Midstream operations are usually included in the
downstream category. To survive in the competitive market company
strives to bring new technology, innovative products, and more important
of the company is customer satisfaction. Customers are the king in
markets, as competition steps in every company strives to get customer
satisfaction. The project was undertaken to identify the customer
satisfaction level which today most of the service companies are facing.
We have chosen petrol bunk as there is a lack of customer satisfaction
level and it is identified as existing customers are satisfied with the Indian oil
service and is having good prospective customers for Indian oil services.

3
RESEARCH PROBLEM:

To study the Customer Satisfaction level of those who uses servo.

Indian Oil Corporation Ltd.

History of Indian Oil Corporation Ltd...
The Indian Oil Corporation Ltd. operates as the largest
company in India in terms of turnover and is the only Indian company
to rank in the Fortune "Global 500" listing. The oil concern is
administratively controlled by India's Ministry of Petroleum and Natural
Gas, a government entity that owns just over 90 percent of the firm.
Since 1959, this refining, marketing, and international trading
company served the Indian state with the important task of reducing
India's dependence on foreign oil and thus conserving valuable foreign
exchange. That changed in April 2002, however, when the Indian
government deregulated its petroleum industry and ended Indian Oil's
monopoly on crude oil imports. The firm owns and operates seven of
the 17 refineries in India, controlling nearly 40 percent of the country's
refining capacity.
Origins
Indian Oil owes its origins to the Indian government's conflicts
with foreign-owned oil companies in the period immediately following
India's independence in 1947. The leaders of the newly independent
state found that much of the country's oil industry was effectively in
the hands of a private monopoly led by a combination of British-owned
oil companies Burmah and Shell and U.S. companies Standard-Vacuum
and Caltex.

4
 An indigenous Indian industry barely existed. During the 1930s,
a small number of Indian oil traders had managed to trade outside the
international cartel. They imported motor spirit, diesel, and kerosene,
mainly from the Soviet Union, at less than world market prices.
Supplies were irregular, and they lacked marketing networks that
could effectively compete with the multinationals.
Burmah-Shell entered into price wars against these
independents, causing protests in the national press, which demanded
government-set minimum and maximum prices for kerosene--a basic
cooking and lighting requirement for India's people--and motor spirit.
No action was taken, but some of the independents managed to
survive until World War II, when they were taken over by the colonial
government for wartime purposes.
During the war, the supply of petroleum products in India was
regulated by a committee in London. Within India, a committee under
the chairmanship of the general manager of Burmah-Shell and
composed of oil company representatives pooled the supply and
worked out a set price. Prices were regulated by the government, and
the government coordinated the supply of oil in accordance with
defense policy.
The Indian Oil Industry Evolves: Late 1940s-60s
Wartime rationing lasted until 1950, and a shortage of oil
products continued until well after independence. The government's
1948 Industrial Policy Resolution declared the oil industry to be an area
of the economy that should be reserved for state ownership and
control, stipulating that all new units should be government-owned
unless specifically authorized. India remained effectively tied to a
colonial supply system, however. Oil could only be afforded if imported
from a country in the sterling area rather than from countries where it
5
had to be paid for in dollars. In 1949, India asked the oil companies of
Britain and the United States to offer advice on a refinery project to
make the country more self-sufficient in oil. The joint technical
committee advised against the project and said it could only be run at
a considerable loss.
The oil companies were prepared to consider building two
refineries, but only if these refineries were allowed to sell products at a
price ten percent above world parity price. The government refused,
but within two years an event in the Persian Gulf caused the
companies to change their minds and build the refineries. The
companies had lost their huge refinery at Abadan in Iran to Prime
Minister Mussadegh's nationalization decree and were unable to
supply India's petroleum needs from a sterling-area country. With the
severe foreign exchange problems created, the foreign companies
feared new Iranian competition within India. Even more important, the
government began to discuss setting up a refinery by itself.
Between 1954 and 1957, two refineries were built by Burmah-
Shell and Standard-Vacuum at Bombay, and another was built at
Vizagapatnam by Caltex. During the same period the companies found
themselves in increasing conflict with the government.
The government came into disagreement with Burmah Oil over
the Nahorkatiya oil field shortly after its discovery in 1953. It refused
Burmah the right to refine or market this oil and insisted on joint
ownership in crude production. Burmah then temporarily suspended all
exploration activities in India.
Shortly afterward, the government accused the companies of
charging excessive prices for importing oil. The companies also
refused to refine Soviet oil that the government had secured on very
favorable terms. The government was impatient with the companies'
6
 reluctance to expand refining capacity or train sufficient Indian
personnel. In 1958, the government formed its own refinery company,
Indian Refineries Ltd. With Soviet and Romanian assistance, the
company was able to build its own refineries at Noonmati, Barauni,
and Koyali. Foreign companies were told that they would not be
allowed to build any new refineries unless they agreed to a majority
shareholding by the Indian government.
In 1959, the Indian Oil Company was founded as a statutory
body. At first, its objective was to supply oil products to Indian state
enterprise. Then it was made responsible for the sale of the products
of state refineries. After a 1961 price war with the foreign companies,
it emerged as the nation's major marketing body for the export and
import of oil and gas.
Growing Soviet imports led the foreign companies to respond
with a price war in August 1961. At this time, Indian Oil had no retail
outlets and could sell only to bulk consumers. The oil companies
undercut Indian Oil's prices and left it with storage problems. Indian Oil
then offered even lower prices. The foreign companies were the
ultimate losers because the government was persuaded that a policy
of allowing Indian Oil dominance in the market was correct. This policy
allowed Indian Oil the market share of the output of all refineries that
were partly or wholly owned by the government. Foreign oil companies
would only be allowed such market share as equaled their share of
refinery capacity.
Principal Competitors:
Bharat Petroleum Corporation Ltd.; Hindustan Petroleum

Corporation Ltd.; Royal Dutch/Shell Group of Companies.

Corporate Vision

7
 ➢ A major, diversified, Transnational integrated energy company with
national leadership and a strong environment Conscience, playing a
national role in oil
➢ Security & public distribution

Activities
IOC offers Services in areas like -
• Refineries.
• Pipelines.
• Marketing.
• R&D.
• Petrochemicals.
• Gas.
• E&P.
• Major Projects (10 in nos).
Indian Oil Corporation product portfolio includes products like -
• Fuel and Feedstocks.
• Lubes and Greases.
• Petrochemicals and Specialities .
• Liquefied Petroleum Gas / LPG.
• Motor Spirit / Gasoline.
• Superior Kerosine Oil / Kero.
• High Speed Diesel / Gas Oil.
• Aviation Turbine Fuel /Jet Kero.

Major Achievements of Indian Oil Corporation

• Currently India's largest company by sales.
• Highest ranked Indian company in the prestigious Fortune 'Global 500'
listing, at 135th position.
• 20th largest petroleum company in the world.

International rankings

8
 Indian Oil is the highest ranked Indian company in the prestigious
Fortune Global 500 listing, the 116th position (in 2008) based on fiscal 2007
performance. It is also the 18th largest petroleum company in the world and
the number one petroleum trading company among the National Oil
Companies in the Asia-Pacific region. IOCL was featured on the 2008 Forbes
Global 2000 at position 303.
SERVO brand of lubricants that will be blended in the plant is the market leader in
the Indian Lube industry, where all the leading multinational lubricant companies are
operating. There are more than 2,000 SERVO lubricant formulations tailor-made for different
automotive, industrial and marine applications. SERVO Lubricants are certified by world’s
leading certifying authorities such as American Petroleum Institute and JASO and enjoy the
endorsements of leading original equipment manufacturers like Suzuki, Hyundai, Wartsila,
Ashok Leyland, TVS, Bajaj Auto, MAN B&W, ELGI, SKODA,Volvo, etc.

Brand of IOC
• Xtra premium
• Xtramile
• Indane
• Auto gas
• Indian oil Aviation service
• SERVO

Introduction to the study:

The role of customer in business plays a vital role in business functioning.

Those customers are treated as the king of business who needs to be delighted
to carry out the business successfully. Here the study attempts to determine the
level of satisfaction derived by the customers who uses the Indian oil corporation
lubricant product SERVO. The study is conducted in retail outlet of IOC with the
ultimate end users who uses servo with an appropriate sample size, area of
study.
9
Need for the study:

• To determine the level of customer satisfaction by using the lubricant

SERVO
• To check the Satisfaction of the End users.
• To discuss the fulfillment derived by those use the product and outlet
of Service.

Problem statement:
To check the customer satisfaction level of those who uses Indian oil
services, the end users.

Scope of the study

• The scope of the study has been confined to the Chennai city and those
who visit the outlet at the time when the study is made.
• The scope of the study deals only with those end users who use
Lubricant of Indian oil.
• The study is confined to the scope of competencies of IOC
and their customer loyalty.

OBJECTIVE:
Primary objective:
To determine the customer satisfaction level of those who uses SERVO.

Secondary objective:
 To study the Preference of the product by Customers.
 To study about Satisfaction of the outlet service, Price and
mileage.

Research Methodology:
Methodology is an essential aspect of any project or research. It enables
the researches look at the problem in a systematic, meaningful and orderly way.

10
Methodology comprises the sources of data, selection of data, various designs
and techniques used for analyzing the data.

Research design:
It is the blueprint of the proposed research to be conducted. It enables
to plan the various activities and provide an insight into the type of difficulties
that may arise so that the researcher may be prepared to tackle the same.

The research design consists of:

• The design technique
• The type of data
• The sampling Methodology
• Questionnaire

Descriptive research
It uses set of scientific methods and procedure to collect raw data and
create data structure that describes the existing characteristic of a defined
target population.

The research concerned with finding out who, what, where, when or

how much is a Descriptive study.

The descriptive studies are more formalized and have a structure with
clearly stated hypothesis or investigative questions.

• Description of phenomena or characteristics.

• Estimates the proportion of population that have a certain set of
characteristics
• Discovery of association among different variables.

11
 Research Environment:
The research is being conducted in an actual Environment, which is
known to be Field study. The research was conducted on the IOC outlets in
Chennai which contains both dealers and company owned outlets. The
researcher doesn’t have control over the variables in the field study.

Sampling technique:
Sampling involves selecting a relatively small number of elements
from a large defined group of elements and expecting that the information
gathered from the small group will allow judgments to be made about the
large group.

Population :
A population is an identifiable total group or aggregation of elements that are
of interest to the researcher and pertinent to the specific
problem.

It refers to the defined target population; our defined target population is INDIAN
OIL CORPORATION customers, who visit the outlet when the study is conducted.

Sample
Sample is a subset or subgroup of the population. It comprises some
members selected from it. Only some and not all the elements of population
would form the sample.100

Sample is being collected using Convenience sampling technique.

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 Non probability sampling :
Convenience Sampling:

Non probability samples that are restricted are called convenient

sampling. It refers to the collection of information from members of population
who are conveniently available to provide it. Researchers have the freedom to
choose as samples whomever they find thus it is named as Convenience.

It is mostly used in Exploratory phase of a research project and it is

best way of getting information quickly and efficiently.

As the population is unknown and any one can visit the outlet at the
time of research so the Convenience Sampling technique is used.

Sample collected is of
• Accurate
• Precision

The following thumb rule Proposed by Roscoe are considered:

• Sample size larger than 30 and less than 500 are appropriate
• Samples are broken into sub samples and group of a minimum sample
size of 30 in each category should be fixed

Sample size
10 outlets are selected from Chennai and from each outlet 10 samples
are collected. Totally a sample of 100 is being selected.

Data Collection:
The primary data are collected through Schedule method. Schedule
method is undertaken to find the customer satisfaction and opinion. A survey
was conducted among the people of Chennai city by the aid of well
structured Schedule. The population for the study consists of people who are
using Indian oil Lubricant (servo).
13
 The sampling unit for the study is 100, which includes the Indian oil
users in Hyderabad city. The sampling size includes male and female users
from different occupation, age. The sampling size was restricted to 100 for
want of time. Here, convenient sampling technique has been adopted for
collecting the primary data.

Source of data

The data are collected from major sources:

Primary data
Primary data refers to information gathered firsthand by the
researcher for the specific purpose of the study. It is raw data without
interpretations and represents the personal opinion. Primary sources are
most authoritative since the information is not filtered and tampered.

Some of the primary data:

• Focus Group
• Panels
• Interviews
• Telephone interview
• Observation
• Questionnaires
• Schedules

Source of data collection used in the study:

Schedules
In the case of Schedules the responses are filled up by researcher
himself or by enumerators who are appointed for this purpose. A schedule is

14
a proforma containing a Set of question and the space to record the answer
for the same. The enumerators

Along with the Schedules meet the respondent, put the questions to
them from the proforma in order the questions are listed and record the
replies in the space meant for the same.

Advantages:
 The researcher can explains the aims and objectives of the
investigation
 Helps to clear doubts and difficulties
 It leads to fairly reliable results.

Schedule is used to collect data from the customer who visits the outlet as
there will be Lack of time to fill the questionnaire by their own.

Secondary data
 Secondary data refers to the information gathered from already
existing source.
 Secondary data may be either published or unpublished source
data.
 Unpublished source include company record or archives, dairies,
letters.
 Collection of secondary data involves less time and cost

Secondary data Used are:

• Internet
• journals and magazines
• Dailies

Survey Methodology:

15
 A survey was conducted, consisting of a sample of randomly selected
people. This survey aims to find out how Indian oil corporation’s customers
Rate their products and services. A copy of the customer survey is attached
in the Annexure.

Characteristics of visit:

The respondents were first asked to describe the characteristics of a

typical visit to a Outlet. This includes their frequency of visits, and influential
factors affecting their choice.

Measurement Done:
 Selecting the observable empirical events.
 Developing a set mapping rules
 Applying the mapping rules to each observation of that event.

Scale Used:
Likerts scale is designed to examine how strongly the respondent
agree or disagree with the statement relating to the attitude or object on a 5-
point scale.

The scores on the individual item are summed to produce a total

score for the respondent.

Rating:

The survey also asked the customers to rate the following

parameters on a scale of 1-5 (5 being Highly satisfied , 1 being Highly
dissatisfied), for IOC.

 Quality of products.
 Prices of products.
 Outlet Service

Limitations

16
 The scope of the research is confined only to Chennai so it deals only
with the customers of a particular place and deals with the outlets present
there and the people visit there.

Literature Review:
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
perspectives of a Balance 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.
There is a substantial body of empirical literature that establishes the
benefits of customer satisfaction for firms.

Measuring customer satisfaction:

Organizations are increasingly interested in retaining existing customers
while targeting non-customers; measuring customer satisfaction provides an
indication of how successful the organization is at providing products and/or
services to the marketplace.
Customer satisfaction is an ambiguous and abstract concept and the actual
manifestation of the state of satisfaction will vary from person to person and
product/service to product/service. The state of satisfaction depends on a
number of both psychological and physical variables which correlate with
satisfaction behaviors such as return and recommend rate. The level of
satisfaction can also vary depending on other options the customer may
have and other products against which the customer can compare the
organization's products.
Because satisfaction is basically a psychological state, care should be taken
in the effort of quantitative measurement, although a large quantity of
research in this area has recently been developed. Work done by Berry,
17
Brodeur between 1990 and 1998 defined ten 'Quality Values' which influence
satisfaction behavior, further expanded by Berry in 2002 and known as the
ten domains of satisfaction. These ten domains of satisfaction include:
Quality, Value, Timeliness, Efficiency, Ease of Access, Environment, Inter-
departmental Teamwork, Front line Service Behaviors, Commitment to the
Customer and Innovation. These factors are emphasized for continuous
improvement and organizational change measurement and are most often
utilized to develop the architecture for satisfaction measurement as an
integrated model. Work done by Parasuraman, Zeithaml and Berry between
1985 and 1988 provides the basis for the measurement of customer
satisfaction with a service by using the gap between the customer's
expectation of performance and their perceived experience of performance.
This provides the measurer with a satisfaction "gap" which is objective and
quantitative in nature. Work done by Cronin and Taylor propose the
"confirmation/disconfirmation" theory of combining the "gap" described by
Parasuraman, Zeithaml and Berry as two different measures (perception and
expectation of performance) into a single measurement of performance
according to expectation. According to Garbrand, customer satisfaction
equals perception of performance divided by expectation of performance.
The usual measures of customer satisfaction involve a survey with a set of
statements using a Likerts Technique or scale. The customer is asked to
evaluate each statement and in term of their perception and expectation of
performance of the organization being measured.

Outlets Visited:
Alfa Gas line

174, Poonamalle High Road ,

Kilpauk ,
Chennai.

Ph: 044 28360252

18
 Indian Oil Corporation Limited

Petrol PumpGate-2, GM Pettai Road,

Royapuram,
Chennai

Ph: 044 25956073

Indian Oil Corporation Limited

MTH road, Ambattur

Chennai – 600 053.

Indian Oil Corporation Limited

KH road, Aynavaram

Chennai 23.

Analysis and Interpretations

Percentage analysis

Gender group of the Respondents

Gender Number of Percentage
Respondents
Male 81 81%
Female 19 19%
Total 100 100%

INTERPRETATION:

• 81% of the respondents are Male.

19
 • 19% of the respondents are Female.

GENDER RESPONDENT

19%

1
2

81%

NUMBER OF RESPONDENT

Age Group Number of Respondents Percentage

20
 20-30 44 44%

31-40 36 36%

41-50 13 13%

Above 51 7 7%

Total 100 100%

INTERPRETATION:

• 44% of the respondents are between the age group 20 – 30.

• 36% of the respondents are between the age group 31 – 40.
• 13% of the respondents are between the age group 41 – 50.
21
• 7% of the respondents are above 51 years of age.

NUMBER OF RESPONDENT

7%
13%
1
44% 2
3
4
5
6
7
36%

22
 Occupation of the respondents

Occupation Number of Respondents Percentage

Professionals 35 35%

Business 23 23%

Others 42 42%

INTERPRETATION:

• 35% people are professionals

• 23% people are Business
• 42% belongs to other category.

Occupation of the respondents

23
 35%
42% 1
2
3
4
5

23%

Table showing Satisfaction of Customers in Value of

Servo

24
 (In %)
Value

Very 8

unsatisfied
Unsatisfied 15

Neutral 25

Satisfied 43

Very Satisfied 9

INTERPRETATIONS

○ 8% of customers are Very unsatisfied

○ 15% of customers are unsatisfied
○ 25% of customers are neutral
○ 43% of customers are satisfied
○ 9% of customers are Very satisfied

Figure showing over all satisfaction level in VALUE of SERVO

25
 Table
showing
Satisfaction
in
Availability
of products

Availability of price
Very unsatisfied 0
Unsatisfied 9
Neutral 16
Satisfied 61
Very Satisfied 14

Inference:
• 9% of customers are Unsatisfied
• 18% of customers are neutral
• 61% of customers are satisfied
• 14% of customers are Very satisfied
26
Figure showing Satisfaction in Availability of products

27
Table showing Satisfaction level in Price
Price
Very unsatisfied 1

Unsatisfied 18
Neutral 26
Satisfied 42
Very Satisfied 13

Inference:
• 1% of customers are Very unsatisfied
• 10% of customers are unsatisfied
• 20% of customers are neutral
• 42% of customers are satisfied
• 13% of customers are Very satisfied

Figure showing Satisfaction in Price of Servo

28
 Outlet Service

Outlet Service
Very unsatisfied 6

Unsatisfied 40

Neutral 3

Satisfied 39

Very Satisfied 12

Inference:
 6%
of

customers are Very unsatisfied

 40% of customers are unsatisfied
 3% of customers are neutral
 39% of customers are satisfied
 12% of customers are Very satisfied

29
 Figure showing over all Satisfaction Level of servo.

Interpretations:
1. 4.27% are
Very unsatisfied of using
Servo lubricant

2. 14.72% are
unsatisfied of using Servo
lubricant

3. 27.27% are
Neutral of using Servo
lubricant

4. 39.38% are
satisfied of using Servo
lubricant

5. 14.38% are
Very satisfied of using Servo lubricant.

CHI-SQUARE ANALYSIS

Chi square analysis is applied to test the Association of Attributes of

observed data with assumed theoretical distribution. It has great use in
statistics specially in sampling studies, where we expect a doubted coincidence
between actual and expected frequencies and the extent to which the difference.
30
 The test statistics

χ2 = ∑ {(O-E) 2/ E}

O– Observed frequencies E - Expected frequencies

Expected frequency (E) can be calculated using the formula

E = (row total * column total) / grand total

Degrees of freedom can be calculated by the formula (r-1)*(c-1)

r- No of rows c- no of columns

If the calculated value of χ2 < the table value of χ2 at certain level

of significance, the hypothesis will be accepted and vice versa.

Chart for Usage of Servo and Price

H0: There is no association between the usage of servo and price

H1: There is an association between the usage of servo and price
Price
Usage of Un Neutral Very Total
Products Very Satisfie satisfie
Satisfied
Unsatisfied d d

31
 once
a 2 12 8 17 3 42
week

2-3 time
a 1 11 11 15 7 45

Once a
month 0 0 0 8 5 13

3 23 19 40 15 100

Total

O E O –E (O-E)2 (O-E)2 / E

2 1 1 1 1
12 9 3 9 1
8 7 1 1 0.1428
17 16 1 1 0.0625
32
 3 6 -3 9 1.5
1 1 0 0 0
11 10 1 1 0.1
11 8 3 9 1.125
15 18 3 9 0.5
7 6 1 1 0.1666
0 0 0 0 0
0 2 -2 4 2
0 2 -2 4 2
8 5 3 9 1.8
5 1 4 16 16
Total 27.3969

Degree of freedom = 8.

Calculated value of χ2 with degrees of freedom 8 at 5% level of

significance is 15.507

Conclusion:
The calculated value of χ2 > Table value of χ2 the null
hypothesis is rejected and H1 is accepted.

Chart showing Usage of Servo and mileage

H0: There is no association between the usage of servo and mileage.

33
H1: There is association between the usage of servo and mileage.

Usage of Un Neutral Very Total

Products Very Satisfied satisfied
Satisfied
Unsatisfied

once
a 2 3 3 17 8 33
week

2-3 time
a 1 4 21 17 9 52

Once a
month 0 1 1 8 5 15

100
42
Total 3 8 25 22

34
 O E O –E (O-E)2 (O-E)2 / E

2 0.99 1.01 1.0201 1.030

4
3 2 1 1 0.5
3 8 -5 25 3.12
17 13 4 16 1.230
8 7 1 1 0.142
1 1 0 0 0
4 4 0 0 0
21 13 8 64 4.9
17 21 -4 16 0.76
9 11 -3 9 0.81
0 0.45 -0.45 0.025 0.055
1 1 0 0 0
1 3 -2 4 1.33
8 6 2 4 0.66
5 3 2 4 1.33
Total 15.905
6

Degree of freedom =8.

Calculated value of χ2 with degrees of freedom 8 at 5% level of

significance is 15.507

Conclusion:
The calculated value of χ2 > Table value of χ2 the null
hypothesis is rejected and H1 is accepted.

35
 Chart showing Usage of servo and service of outlet

H0: There is no association between the usage of servo and Service of outlet
H1: There is association between the usage of servo and Service of outlet

Usage of Un Neutral Very Total

Products Very Satisfied satisfied
Satisfied
Unsatisfied

once
a 4 18 11 10 2 45
week

2-3 time
a 2 16 6 9 8 41

Once a
month 0 7 1 2 4 14

Total 6 41 18 21 14 100

36
 O E O –E (O-E)2 (O-E)2 / E

4 2.7 1.3 1.69 0.625

18 18.45 -0.45 0.2025 0.0109

11 8.1 2.9 8.41 1.0382
10 9.45 0.55 0.3025 0.0320
2 6.3 -4.3 18.49 2.934
2 2.46 -0.46 0.2116 0.086
16 16.81 -0.81 0.6561 0.039
6 7.38 1.38 1.904 0.2579
9 8.61 0.39 0.1521 0.0176
8 5.74 2.26 5.1076 0.889
0 0.84 -0.84 0.7056 0.84
7 5.74 1.26 1.5876 0.276
1 2.52 -1.52 2.310 0.9168
2 2.94 -0.94 0.8836 0.3005
4 1.96 2.04 4.1616 2.1232
Total 9.7611

Degree of freedom = 8

37
Calculated value of χ2 with degrees of freedom 8 at 5% level of
significance is 15.507

Conclusion:

The calculated value of χ2 < Table value of χ2 the null

hypothesis is Accepted and H1 is Rejected.

Findings:

○ 4.27% are Very unsatisfied of using Servo lubricant

○ 14.72% are unsatisfied of using Servo lubricant
○ 27.27% are Neutral of using Servo lubricant
○ 39.38% are satisfied of using Servo lubricant
○ 14.38% are Very satisfied of using Servo lubricant.
○ 40% of customers are unsatisfied in service outlet.
○ 42% are satisfied in Price of the product
○ 10% are Unsatisfied in pricing of servo
○ From the Chi square analysis it is found that there is an Association
between the Usage of servo and the mileage of the vehicles.

Suggestions:
– Dealers service should be Improved
– Ambience of the outlet can be increased
– Time spent by the customers in the outlet can be minimized
38
 – Complements can be given to customers.

Conclusion:
It can be concluded that the existing customers are satisfied with the
Indian oil service and is having good prospective customers for
Indian oil services. By creating more awareness,
Promotional offer, the prospects for Indian Oil Corporation can
be generated.

Bibliography:
➢ www.iocl.com
➢ www.google.com/finance?q=BOM:530965
➢ www.frost.com/prod/servlet/ti-methodology.
➢ www.sociosite.net/topics/research.php
➢ www.alacrastore.com/company-snapshot/Indian_Oil_Corporation_Ltd-
1022404

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