A Summer Training Report

A SUMMER TRAINING REPORT
ON
“CUSTOMER SATISFACTION LEVEL OF THOSE CUSTOMER WHO USES

INDIANOIL RETAIL OUTLET”
SUBMITTED TOWARDS PARTIAL FULFILLMENT

OF
POST GRADUATE DIPLOMA IN MARKETING MANAGEMENT
(APPROVED BY AICTE, GOVT. OF INDIA)

ACADEMIC SESSION
2009-2011
SUBMITTED TO: SUBMITTED BY:
Samit Kumar Sinha

Prof. Sachin Malhotra BM-09282
Chairperson-PGDM-IT PGDM-MM
IMS - GHAZIABAD
1
TO WHOM SO EVER IT MAY CONCERN
This is to certify that Samit Kumar Sinha, student of post graduate diploma in Marketing
Management (PGDM-MM) from Institute of Management Studies, Ghaziabad has completed his
project title “Customer satisfaction level of those customer who uses indian oil retail outlet”
under my guidance and supervision.
I wish him all the best for his future endeavors.
Prof Sachin malhotra

Chairperson of PGDM-IT
IMS Ghaziabad.
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DECLARATION
This is to certify that I am the student of PGDM-MM(2nd year) have personally worked on the
topic “Customer Satisfaction Level of Those Customer who Uses Indianoil Retail Outlet” under the
able guidance of Prof. Sachin Malhotra –Chairperson of PGDM-IT IMS, Lal Quan Ghaziabad U.P
during the session of April-June 2010.
The data's mentioned throughout the project are authentic and reliable. I have worked to the best of
my efforts and capability.
Date: 20th July 2010 Samit Kumar Sinha

Place: Ghaziabad
3
ACKNOWLEDGEMENT
A single person alone can never be credited for performing any extraordinary work successfully. It
is only possible with the continuous and constant help and guidance that they receive from others .
With due respect and regards I wish to express my deep sense of gratitude, indebtedness and sincere
phrases of thanks to Prof. Sachin Malhotra , for his invaluable mentoring and exuberant guidance.
We are highly obliged by the constant support that I have got from my faculty in the project.
Starting from the initial stages to the end stages I have received continuous feedback with regard to
the progress of the project.
Finally I would say that the project has helped discover my self. I could decipher that I had talents
unknown to myself.
Thank you, once again.
Samit Kumar Sinha

BM-09282
PGDM-MM
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For certificate
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ABSTRACT
Indian Oil Corporation Ltd is the largest company in india in terms of turnover and is the only
Indian company to rank in the Fourtune “Global 500” list. Indian oil company is controlled by the
Ministry of petroleum and natural gas. Government that’s own 90 percent of the firm.
This project deals with the customer satisfaction level of those customer who uses Indian oil retail
outlet services in Ghaziabad. The project all about to determine the customer satisfaction level like
mileage, quantity, quality, price, cleanliness & maintaineance, lubricants and other value added
service.
It start on 3th of april 2010 and 30th june 2010. In this time period I went to specific retail outlet of
Indian oil corporation Ltd. as situated in Ghaziabad. In this tenure I collect certain useful
information from the customer who are visited on specefic retail outlet. I have also worked in
xtrapower marketing division. In this division the company have made fleet card for transport
company only for heavy viechle. I went many places like transport nagar (Ghaziabad), Meerut road
chungi(Ghaziabad), Hapur to convience transporter to make fleet card for convieniet used. I met
100 transporter for fleet card purpose. For detremine customer satisfaction level I have used
questionaire for finding result. So it is a brief summary of my project.
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Table of Content
Page No.
Chapter I
1.1 Introduction………………………………9
1.2 History…………………………………...9
1.3 Product & Services …………………… 9-12
1.4 Competitors…………………………… 13
1.5 Market Share ………………………… 14-15
Chapter II
1.0 Literature review……………………. …16-18
Chapter III
1. Research Methodology ………………………19
1.1 Reseach design…………………………….19
1.2 Sample design……………………………..19
1.3 Data analysis and interpretations……….....20-48
Chapter IV
1. Conclusion……………………………. 49
2. Limitations …………………………….. 50
3. Suggestion ………………………………51
Chapter 5 Bibliography 52
Chapter 6 Annexure 53-54
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List of table
S.NO. TOPIC TABLE NO. PAGE NO.
1 % OF MARKET SHARE 1 15
2 REVIEW MATRIX 2 9
3 GENDER GROUP OF 3 12
THE RESPONDANTS
4 NUMBER OF 4 13
RESPONDANT
5 OCCUPATION OF THE 5 15
RESPONDENTS
6 SATISFACTION OF 6 17
CUSTOMERS IN VALUE
OF SERVO
7 SATISFACTION IN 7 18
AVAILABILITY OF
PRODUCTS
8 SATISFACTION LEVEL 8 19
IN PRICE
9 OUTLET SERVICES 9 21
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OBJECTIVES OF THE STUDY
primary objective:
 To determine the customer satisfaction level those who uses indian oil retail outlet.
 To determine the customer satisfaction level those who uses xtrapremium & xtramile.
Secondary objectives:
 To determine the customer satisfaction with mileage.

 To know the promissed benefits for using xtrapremium/xtramile.
 To determine the customer satisfaction with quality, quantity, price,bill,credit card facilities
etc.
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Chapter 1
1)- INTRODUCTION:-
Indian oil corporation Ltd. is the india largest commercial enterprise company. It is an indian
public-sector petroleum company. Fortune Global listed the indian oil company ranking 105th in the
list of 500 company in 2009. Indian oil and its subsidiaries account for a 47% share in the
petroleum product market , 40% share in refining capacity and 67% downstream sector pipelines
capacity in india. Indian oil corporation owns and operates 10 refineries inindia. The over all
capacity of refining capacity in indian oil corporation is 60.2 million metric tons per year.
2)- HISTORY:-
Indian oil company started after immediately india independence in 1947. In 1964 indian refineries
Ltd. and the indian oil company were merged to the name of Indian Oil Corporation. Indian oil
corporation ltd also established own research centre in faridabad(haryana). In this research centre
are testing lubricants and other petroleum products. It developed lubricants the brand name of the
lubricant is servo and seroprime. In 1959 indian oil company to reduce india dependence on foreign
oil. Indian oil corporation owns and operates seven refineries of seventeen refineries in india. IOCL
also contorolling 40% of the country refining capacity.
3)-PRODUCT & SERVICES:-
Indian oil corporation product portfolio includes product-
 Indane Gas
 Auto Gas
 Natural Gas
 Petrol
 Diesel
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 Xtrapremium
 Xtramile
 Jet Fuel
 Marine Fuels
 Petrochemicals
 Lubes & Greases
 Superior Kerosine Oil
 Crude Oil
Indian oil corporation offer services in area like-
 Refineries
 Pipelines
 Marketing
 Research & development
 Petrochemicals
 Fleet card
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XTRAPREMIUM
Xtrapremium is a india leading branded petrol. It is popular in new generation. Xtrapremium is

designed for deliver higher mielage, more power and better pickup. It is also designed for long life
of engine. It is also useful for less enviornment polluted. Xtrapremium enhanced engine cleanliness
and lower emmission.
XTRAMILE
Xtramile is also called high speed diesel. Xtramile is the also leader of the branded diesel. It is also
designed for deliver higher mileage for diesel engine vechile . It is also desined for diesel engine
long life. It is used for more power , better pickup and smooth drive. Xtramile also enhanced engine
cleanliness and lower emmission.
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FLEET CARD
Indian oil corporation ltd started fleet card service for heavy vechile for diesel engine vechile. Fleet
card is come under the marketing division the name of the card is “ xtrapower”. Xtrapower card is
mainly used by large transport company.
BENEFITS OF FLEET CARD
o By using fleet card you can take diesel in anywhere india from indian retail outlet.
o Indian oil corporation ltd also gives extra point for card holder. In this scheme you have take
benefit five hundred rupees on transaction of card is one lakh no time limition on the
trasaction.
o Indian oil corporation also give the two lakh insurance policy for accident insurance cover.
o By using this card you have no need of carrying large amount of money in the long drive
way. It get security from theft of money in the in the way.
o You can recharge money in the card on any indian oil retail outlet and also by rechage
money in the card by bank cheqe also.
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4)- COMPETITORS:-
o Bharat Petroleum Corporation Limited Bhart petroleum corpartion is the main

competitor of indian oil corporatio limited. Bharat petroleum always to meet the challenges
with indian oil corporation limited. Bharat petroleum always change technology in the
indian petroleum industry.
o Hinustan Petroleum Hindustan petoleum is a also main domestic competitor of indian oil
corporation limited. Hidustan petroleum operates in two business segment . One of the
segment is downstram and onother segment is exploration and production hydrocarnons.
The company have two refinineries located at mumbai and vishakhapatnam.
o Essar oil limited Essar oil limited is an india based company it is engagged in the
expolaration and production of oil and gas, refining of crude oil nd marketing of petroleum
products. Essar oil limited have 1000 retail outlet across all ovr india. The company have
annual 10.5 million tonnes per annum refinery.
o Reliance petroleum limited Reliance Petroleum Limited is also have engaged in refining of
crude oil and producing refined petroleum products. Reliance petroleum setup of green field
petroleum refinery and polyproplene plant in a special economic zone in jamnager, Gujrat in
Western India. Reliance Industries Limited is one of the India largest private sector
companies.
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TABLE 1:- % OF MARKET SHARE
Sr. Different INDUSTRIES % Market Share

No.
1 IOCL 28
2 HP 18
3 ESSAR 11
4 ONGC 22
5 RELIANCE 20
6 OTHERS 1
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QuickTimeª and a
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CHAPTER 2 :- LITERATURE REVIEW
Economic Times(2006)
Capital breathless as impurities added to fuel
Pure for unsure. in a city that has about 700 petrol pumps, just 24 outlets of an oil company have
put up a hoarding ensuring people that the fuel they sell is "pure for sure". what about the rest? due
to the price difference in prices of fuel and adulterants, the problem of fuel adulteration in the
capital has acquired such dimensions that last month the supreme court had to intervene. it asked
the environment pollution (prevention and control) authority to appoint an independent agency to
conduct surprise checks at oil depots and tankers to curb adulteration. but who is responsible for the
problem in the first place? while the unscrupulous tanker-drivers and pump-owners have made a
‘killing,’ now it’s the turn of the adulterated fuel to take its toll. It increases the emission levels of
automobiles. moreover, the unleaded fuel being sold in metros has a high content of benzene, which
if not fully burnt releases compounds that are highly carcinogenic. ‘‘to ensure that the engine gives
the desired performance, including low emissions, the fuel quality at the consumer end must be
pure,’’ a cpcb official said. since that is not happening, like the environment, the engine also is left
choking. ‘‘adulterated fuel is definitely bad for the engine. parts like the fuel pump, that cost about
rs 3,000, can get spoilt. the overall engine and components’ life also gets adversely affected,’’
krishan kumar, maruti udyog limited’s advisor, engineering, said. h b mathur, a former head of iit
delhi’s mechanical engineering department, agreed. ‘‘while most other specifications are the same,
kerosene’s volatility is less than that of petrol. as a result, adulteration leads to overheating of
engine and in extreme cases can lead to piston seizure.’’ he said engines experience a loss in power
by 15 to 20 per cent. ‘‘even the mileage is adversely affected,’’ mathur said. to curb this menace, the
supreme court had in 1998 ruled that two fuel-testing labs be set up. following this order, the
national fuel testing lab was set up in noida for testing samples drawn from retail outlets in the both
the ncr and nct of delhi. last year, the ministry of petroleum and natural gas passed the naphtha
(acquisition, sale, storage and prevention of use in automobiles) order and the solvent, raffinate and
slop order. earlier in 1998 it had passed the motor spirit and high speed diesel (regulation of supply
and distribution and prevention of malpractice) order. the orders issued in 2000 put restrictions on
the sale and use of solvents and banned adulteration. and that oil companies be ranked accordingly.
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otherwise, the oil companies will continue to remain unaccountable for the petrol pumps that sell
adulterated fuel,’’ anoumita roy choudhury of the centre for science and environment said. cpcb’s
dutta said even the testing lab is not much use in detecting a small percentage of adulteration. ‘‘fuel
that has 10 to 15 per cent adulterants will show the same bureau of indian standards specification as
pure fuel.
Economic times (2007)
Impact of High Oil and Gas Prices on Risk of New Technology Adoption
More than two and half decades ago, faced with price volatility, many oil and gas companies
adopted new management strategies and actions to ensure their profitability even in a low price
environment. These strategies included tightly strung cost-based pro- curement processes, closely
monitored asset profit targets, and quarterly profit-based incentives. While these were proper steps
at the time and solidified the financial health of our industry, they also resulted in reluctance to
deviate from standard accepted operations and hesitance to move off the traditional course. One of
the unfortunate consequences of these strategies was a change in the culture of the industry toward
risk aversion and general reluctance to accept new technology. Another contributor was a
weakening of the technical backbone of the industry that was aggravated by multiple reductions in
the work force, especially within the technical staff.
This paper shows that in a high price environment the best financial returns result from higher
recovery factors and that technology is the only vehicle that can deliver these higher recoveries.
These high prices have indeed reduced the risk of new technology adoption. It advocates a return
towards a more balanced mix of expenditures in technology versus other ele- ments of the
organization.
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Table 2:- REVIEW MATRIX
AUTHOR OBJECTIVE CONCLUISION

Saurabh Sinha (2001) Preventing mal practive in Special committe should
supply of petroleum and set up to check regularly
diesel. the fuel aduteration.
High quality seal should be
used in tankers which can’t
be broken.
ALI DANNESHY The oil and gas companies Increasing the recoverable
(2007) adopted new management reserves.
strategies and actions to Countries procure internal
ensure their profitability even oil for future.
in a low price environment
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Chapter 3:- Research Methodology
3.1 Reaserach design
The type reaserach is descriptive whwre we trying to desccibe the customer satis faction level of
customer who visited on indian oil retial outlet . In this reasearch we identify the which factors play
major role in deciding customer satisfaction level of indian oil retail outlet. The purpose of research
is to discover answers to questions related to IOCL through the application of scientific procedures.
Research objectives can be listed into a number of broad categories, as follows:-
To check the customer satisfaction level of those who uses IOCL .
3.2. Sample design

Sampling area
Sampling area of this research is all retail outlet are situated in the Ghaziabad city.
Sampling population
Our reasearch mainly subjected to customer coming to indian oil retail outlet which are including
all higher, middle, lower middle class and lower class.
sample size
A sample of 300 people was taken from the all 15 retail outlet which is situated in the Ghaziabad
city . The target population is IOCL customers,who visit the outlet when the study is conducted.
Sampling technique
Our sampling technique is convience sampling, which was taken from the customer who are easily
responded. Sampling technique is used for this project is non probability smpling because of time
and resource avilable for the project is limited.
3.3 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 Ghaziabad city by
the aid of well structured Schedule. The population for the study consists of people who are using
Indian oil Lubricant (servo).The sampling unit for the study is 100, which includes the Indian oil
users in Ghaziabad city. The sampling size includes male and female users from different
occupation, age. The sampling size was restricted to 300 for want of time. Here, convenient
20
sampling technique has been adopted for collecting the primary data.
1) 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.
2) 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
Data analyis
Demographic Analyis
Demographic analysis technique used for the summarization of some usel data to the our objective
reasearch.
Factor analyis
Factor analyis is also used for the data summarization . For this technique we identify the prominet
factors responsible for the satisfaction levels towards the customer realationship management.
Chi-square analysis
Chi-square used for to the dependency of different variables or other words we can say that it is used
for find out the existness of a relationship between two variables.
Data analysis and interpertation

21
For section A (Normal Quality Fuel customer)
Factor analyis for normal quality fuel customer
KMO and Bartlett's Test

Kaiser-Meyer-Olkin Measure of Sampling Adequacy. .719
Bartlett's Test of Sphericity Approx. Chi-Square 899.885
Df 171
Sig. .000
INTERPERTATION
Since kaiser meyer olkin measure of sampling adequacy is more than 0.5 hence sample adequate for
factor analysis.
22
Communalities
Initial Extraction
Quantity 1.000 .537
Quality 1.000 .577
Price 1.000 .577
Promptness with services 1.000 .559
Behavior of staff 1.000 .520
Zero reading 1.000 .564
Managing and directing 1.000 .651
Bill 1.000 .571
Credit card 1.000 .447
Cleanliness and maintenance 1.000 .654
Testing kits 1.000 .481
Air filling 1.000 .568
Drinking water 1.000 .850
Lubricants 1.000 .823
Toilet facilities 1.000 .402
Sales officer 1.000 .647
Complaint register 1.000 .631
Overall basis 1.000 .669
Satisfied with mileage 1.000 .467
Extraction Method: Principal Component Analysis.
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Total Variance Explained
Component
Extraction Sums of Squared Rotation Sums of Squared
Initial Eigenvalues Loadings Loadings
% of Cumulative % of Cumulative % of Cumulative

Total Variance % Total Variance % Total Variance %
1 4.405 23.185 23.185 4.405 23.185 23.185 3.809 20.047 20.047
2 1.885 9.923 33.108 1.885 9.923 33.108 1.812 9.539 29.586
3 1.374 7.230 40.338 1.374 7.230 40.338 1.736 9.135 38.721
4 1.305 6.870 47.208 1.305 6.870 47.208 1.361 7.166 45.886
5 1.158 6.095 53.303 1.158 6.095 53.303 1.244 6.550 52.436
6 1.066 5.613 58.915 1.066 5.613 58.915 1.231 6.479 58.915
7 .976 5.135 64.050
8 .956 5.032 69.082
9 .835 4.394 73.476
10 .797 4.194 77.670
11 .748 3.937 81.607
12 .666 3.507 85.114
13 .567 2.985 88.098
14 .556 2.926 91.025
15 .496 2.608 93.633
16 .404 2.125 95.758
17 .347 1.824 97.582
18 .330 1.736 99.318
19 .130 .682 100.000
Interpertation
From the above table we can infeered that 58.91% of the total variance is explained by only six factor.
.
24
Component Matrixa
Component
1 2 3 4 5 6
Quantity -.702 -.113 -.057 .134 .042 .091
Quality .001 .325 -.375 .502 .053 .275
Price -.643 .043 .195 -.061 .031 .346
Promptness with services .422 .093 .348 -.031 -.045 .498
Behavior of staff -.098 .152 -.599 .276 -.053 .222
Zero reading -.460 -.026 .444 .392 .005 -.022
Managing and directing .564 .007 .199 .251 .228 .422
Bill -.727 .125 .044 -.115 .075 .077
Credit card .598 -.281 -.037 -.001 -.084 -.038
Cleanliness Maintenance -.197 -.024 -.136 .505 .372 -.451
Testing kits .209 -.199 -.324 -.211 .495 .058
Air filling .271 -.448 .057 .504 .085 .168
Drinking water .476 .739 .198 .016 .167 -.092
Lubricants -.115 .881 .063 .036 .131 -.111
Toilet facilities .554 .077 .237 .024 .178 .014
Sales officer .774 .030 -.111 -.021 -.070 -.171
Complaint register .760 .036 -.174 .020 -.142 -.035
Overall basis .074 .056 .188 .388 -.661 -.193
Satisfied with mileage .093 -.252 .409 .132 .392 -.237
a. 6 components extracted.
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Rotated Component Matrixa
Component
1 2 3 4 5 6
Quantity -.653 -.173 .119 .144 .026 -.212
Quality -.029 .710 .168 .149 .043 .145
Price -.744 -.014 -.046 .054 .016 -.141
Promptness with services .666 .060 .104 -.081 .052 -.287
Behavior of staff .707 -.038 -.111 -.204 -.068 -.030
Zero reading -.520 -.018 .354 .323 -.161 .121
Managing and directing .288 .000 -.504 .086 .739 .071
Bill -.706 .004 -.240 .104 -.040 -.047
Credit card -.586 -.250 .178 .586 -.021 -.024
Cleanliness Maintenance .704 .050 -.230 .160 -.026 .-.204
Testing kits .187 -.115 .014 .044 -.652 .073
Air filling .404 -.473 .142 .127 .079 .357
Drinking water .356 .798 .292 -.006 .029 .031
Lubricants -.141 .876 .169 -.119 .079 .034
Toilet facilities .410 .165 .402 -.179 -.070 .085
Sales officer .790 .069 .129 -.018 -.019 -.028
Complaint register .758 .020 .182 .106 .011 -.112
Over all basis .171 .141 -.046 .055 .154 .719
Satisfied with mileage .016 .485 .193 -.427 -.092 -0.061
Rotation Method: Varimax with Kaiser Normalization.
a. Rotation converged in 9 iterations.
26
INTERPERTATION
Out of the total ninteen factors can be divide into 6 factor
Factor1(service)
Testing kit, toilet faclities, sales officer, complaint register,promptness with services, beahvior of staf,
cleanlines & maintainenac air filling
Factor2(extra services)
Drinking water, lubricants,satisfied with mielage
Factor3(Billing authenticity)
Zero reading
Factor4(money factor)
Price, quantity, bill, credit card
Factor5(conrolling)
managing and directing
Factor6(satisfaction)
over all basis
27
Component Transformation Matrix
Component
1 2 3 4 5 6
1 .903 .048 .414 -.053 -.070 -.058
dime 2 -.045 .941 .026 .275 .130 -.144
nsion 3 -.237 .153 .485 -.730 .375 .107
4 -.016 -.114 .282 .500 .454 .672
0
5 -.144 .200 .222 -.086 -.778 .527
6 -.325 -.192 .681 .363 -.164 -.486
For Section B(Premium fuel Customer
Factor analysis for premium fuel customer
28
KMO and Bartlett's Test
Kaiser-Meyer-Olkin Measure of Sampling Adequacy. .520
Bartlett's Test of Sphericity Approx. Chi-Square 11.713
Df 15
Sig. .701
Interpertation
Since kasier meyer olkin measure sampling adequacy is more than 0.5 hence sample is adequate for
factor analysis
29
Communalities
Initial Extraction
Premium fuel used 1.000 .540
Benefits 1.000 .415
Recommend friends & relatives 1.000 .548
Overall basis 1.000 .458
Benefits of brand fuels 1.000 .374
Asked for premium 1.000 .140
30
Total Variance Explained
Compo Extraction Sums of Squared Rotation Sums of Squared
nent Initial Eigenvalues Loadings Loadings
% of Cumulativ % of Cumulative % of Cumulat

Total Variance e% Total Variance % Total Variance ive %
d1 1.287 21.445 21.445 1.287 21.445 21.445 1.280 21.330 21.330
i2 1.188 19.805 41.250 1.188 19.805 41.250 1.195 19.921 41.250
3 .994 16.560 57.810
m4 .937 15.609 73.419
e5 .829 13.822 87.242
n6 .766 12.758 100.000
s
i
o
n
0
Interpertation
From the above table we can infeered that 41.25% of the total variance is explained by first two
factors only.
31
Component Matrixa
Component
1 2
Premium fuel used .732 .070
Benefits -.377 .522
Recommend friends & relatives -.200 .713
Overall basis .640 .221
Benefits of brand fuels -.181 -.584
Asked for premium .356 .114
a. 2 components extracted.
32
Rotated Component Matrixa
Component
1 2
Premium fuel used .724 -.126
Benefits -.225 .3
Recommend friends & relatives -.004 .740
Overall basis .676 .043

Benefits of brand fuels -.329 -.515
Asked for premium .374 .016
a. Rotation converged in 3 iterations.
Interpertation
Out of the total sevn factor can be divided into only two factor.
Factor1(quality)
Premium fuel used, overall basis, benefits of brand fuel
Factor2
Benefits, recommended friends and relative, asked for premium
Component Transformation Matrix

Component 1 2
dimension 1 .964 -.265
0 2 .265 .964
Rotation Method: Varimax with Kaiser Normalization 33
Pie chart
FOR SECTION A (NORMAL QUALITY FUEL CUSTOMER)
Quantity
Valid Cumulative
Frequency Percent Percent Percent
Valid Not at all satisfied 3 1.4 1.7 1.7
Needs improvement 4 1.9 2.2 3.9
Reasonably satisfied 22 10.4 12.2 16.1
Satisfied on overall basis 36 17.1 20.0 36.1
Fully satisfied 115 54.5 63.9 100.0
Total 180 85.3 100.0
Missing System 31 14.7
Total 211 100.0
34
QuickTimeª and a
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Interpertaation
The pie charts shows that out of 180 samples 115 customer are fully satisfied with quantity, 36
satisfied on overall basis, 22 are reasonably satisfied, 4 needs improvement and 3 are not at all
satisfied.
35
Quality
Cumulative
Frequency Percent Valid Percent Percent
Total 180 85.3 100.0
Total 211 100.0
QuickTimeª and a
decompressor
36
Interpertation
The pie charts shows that maximum customer are satisfied on over all basis not are fully satisfied.
After that customer reasonably satisfied.
Price
Cumulative
Total 180 85.3 100.0
Total 211 100.0
37
QuickTimeª and a
decompressor
Interpertation
The pie charts shows that out of 180 sample 53%, 18%, 10%, 1.4%, !.9% are fully satisfied, satisfied
on over all basis, reasonably satisfied, needs improvement, not satisfied.
38
Over all basis
Cumulative
Satisfied on overall 86 40.8 47.8 72.2
basis
Total 180 85.3 100.0
Total 211 100.0
39
QuickTimeª and a
decompressor
Interpertation
The pie chart shows that of our 180 samples 23%, 40%, 15%, 4%, 1% are fully satisfied, satisfied on
over all basis, reasonably satisfied, needs improvement, not at all satisfied. Hence management needs
to improve some extra service on retail outlet.
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Satisfied with mileage
Cumulative
Valid Yes 138 65.4 76.7 76.7
No 41 19.4 22.8 99.4
11 1 .5 .6 100.0
Total 180 85.3 100.0
Total 211 100.0
QuickTimeª and a
decompressor
Interpertation
Here pie –chart clearly shows that the customer are satisfied with mileage of the normal quality
fuel.
Chi-square test
For section B(Premium fuel customer)
By this test we know that any association between asked for premium and benefits of uses premium
41
fuel.
Case Processing Summary

Cases
Valid Missing Total
N Percent N Percent N Percent
Asked for premium * 119 99.2% 1 .8% 120 100.0%
benefits
Asked for premium * benefits Crosstabulation

Benefits
Needs Fully
Not at all improvemen Reasonably Satisfied on satisfie
satisfied t satisfied overall basis d Total
Asked for Yes Coun 0 5 17 69 3 94
premium t
Expe 1.6 4.7 15.8 67.9 3.9 94.0
cted
Coun
t
No Coun 2 1 3 17 2 25
t
Expe .4 1.3 4.2 18.1 1.1 25.0
cted
Coun
t
Total Coun 2 6 20 86 5 119
t
Expe 2.0 6.0 20.0 86.0 5.0 119.
cted 0
Coun
t
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Chi-Square Tests
Asymp. Sig. (2-
Value df sided)
a
Pearson Chi-Square 9.190 4 .057
Likelihood Ratio 7.791 4 .100
Linear-by-Linear Association .441 1 .506
N of Valid Cases 119
a. 7 cells (70.0%) have expected count less than 5. The minimum expected
count is .42.
Interpertation :
Since the value of Chi square is more than .05 so Ho rejected hence there is no association between
asked for premium fuel and brands benefits pervieved.
PIE-CHART
For Section B(premium fuel customer)
FOR PREMIUM FUEL USED
Premium fuel used

Cumulative
Valid Xtrapremium 69 57.5 57.5 57.5
Xtramile 51 42.5 42.5 100.0
Total 120 100.0 100.0
43
QuickTimeª and a
decompressor
Interpretation
The pie chart shows that out of the total sample 57.5 ,42.5% used extra premium and extra mile fuel
respectively.
Benefits
Cumulative
Valid not at all satisfied 3 2.5 2.5 2.5
needs improvement 6 5.0 5.0 7.5
reasonably satisfied 20 16.7 16.7 24.2
satisfied on overall 86 71.7 71.7 95.8
basis
fully satisfied 5 4.2 4.2 100.0
Total 120 100.0 100.0
44
QuickTimeª and a
decompressor
Interpretation
Out of the total sample population 2.5,5.0,16.7,71.7,4.2% pouplation is not at all satisfied,needs
improveement,reasonably satisifed,satisifed on overall basis and fully satisifed respectively in terms
of benefits.
recommend friends & realatives
Cumulativ
Frequency Percent Valid Percent e Percent
Valid not at all satisfied 14 11.7 11.7 11.7
nesds improvement 34 28.3 28.3 40.0
satisfied on overall 25 20.8 20.8 95.8
basis
Total 120 100.0 100.0
45
QuickTimeª and a
decompressor
Interpretation
Out of the total population 11.7%,28.3%,35%,20.8% and 4.2 % were not at all satisifed ,needs
improvement,reasonably satisifed,satisfeied on overall basis and fully satisifed respectively in
recommend friends category.
overall basis
Cumulative
Valid not at all satisfied 1 .8 .8 .8
needs improvement 2 1.7 1.7 2.5
satisfied on overall basis 35 29.2 29.2 52.5
Total 120 100.0 100.0
46
QuickTimeª and a
decompressor
Interpretation
Out of the total data 0.8%,1.7%,20.8%,29.2% and 47.5% said not at all satisfied,needs
improvement, reasonably satisfied,satisfied on over all and fully satisfied respectively in this
category.
Benefit of brand fuels

Valid Cumulative
Frequency Percent Percent Percent
Valid mileage 67 55.8 55.8 55.8
better pickup 32 26.7 26.7 82.5
smooth drive 14 11.7 11.7 94.2
eco friendly 5 4.2 4.2 98.3
any other 2 1.7 1.7 100.0 47
Total 120 100.0 100.0
QuickTimeª and a
decompressor
Interpretations
Out of the total data 55.8%,26.7%,11.7%,4.2% and 1.7% data was in category of mileage ,better
pickup, smooth drive, eco friendly and any other when they were asked for benefits of branded fuel.
48
Chapter :- 4
1)-Conclusion
Indian oil coprporation limited is the leader of the retail sector wanted to know its customer
satisfaction in customers so,this research was conducted by me and there were various factors
which showed contribution ,in determining overalll satisfaction level customers.
In the end we can say that overall satisfaction of customers from Indian oil was satisfactory only as
stated by maximum no. of our respondants.They stated that service factors such as toilet
facilites,drinking water etc stil needed improvement at petrol pumps and quality factor was fine but
yes they wanted more mileage factors and price to be lowered .
Most of our sample stated that though quality of both type of fuels was almost satisfiactory but their
grievence should be soon redreesed and sales officer name etc should be conveyed properly.all the
customers also asked for improvement in toilet as well as other forecourt services to be included.
In our research we considered all factors into our consideratin like quality, price, services like
toilet, forecort, air filling and grievence redrresal services and came to know all the factors which
affected satifaction level among customers.
All the customers wanted more improvement in quality of both type of fuels, price to be lowered
and their extra facilities and benefits to be increase and the company should consider all these
factors if they want to increase the overall satisifaction level of their customers and also, if they
wanted to increase the sales and overall profitability of the company.
49
2)- LIMITATIONS
 The scope of the research is confined only to particular Indian oil retail outlet situated at
Ghaziabad.
 Time limitation as the duration of the project is only 8 weeks.
 The small numbers of respondent are not consider a representative of the whole target
population.
 This sample is not considered the income, age group and gender.
 The respondents always to hurry fill up the questionnaire that may be biased.
 The respondent were not interested revealing all the data, as it was confidential to the
organization.
50
Recommendation
o Imprvoe the extra serives on the retail outlet like drinking water, toilet facilities, testing kit,
complaint register, cleanliness and maintenance.
o Improve the quality of normal and as well as premium fuel also.
o Improve the forecourt services viz wind screen cleaning, oil check , water check, coolant
check & air check of the retail outlet.
o To improve the service of grievance redressal and show the name, phone number of sales
officer for easy to customer to fieled of complaint.
o To demonstrate the benefit of premium oil on the every retail outlet and need more
promotional stratgy for premium fuel.
o To improve the service of drive way on the rtail outlet for convience of customer .
51
Chapter 5
 www.iocl.com
 www.timesindia.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
 http://www.petrotechsociety.org/downloads/Journal_2007.pdf
52
Chapter 6:- ANNEXURE
SECTION A (Normal Quality Fuel Coustomer)
Questionaire for normal quality fuel customer
Score 1 = Not at all satisfied

Score 2 = Nimprovement
Score 3 = Reasonably satisfied
Score 4 = Satisfied on overall basis
Score 5 = Fully satisfied
Sr. Aspect
no
.
1 How satisfied are you with the correctness of quality of fuel?
2 How satisfied are you with the quality of fuel sold by this retail outlet?
3 Hoe satisfied are you with the price being charged for the products and services
offered by IOCL retail outlet?
4 How satisfied are you with the promptness with which the services are provided in
this retail oulet?
5 How satisfied are you with the courteous behaviour of staff at the outlet?
6 How satisfied are you with the zero reading shown before fuelling?
7 How satisfied are you with the reatil outlet staff managing and directing of vehicles
tha come for fuelling?
8 Do you always get bill for the products and services purchased after making the
payment?
9 How satisfied are you with the credit card facilites/ swiping machine ?
10 How satisfied are you with the cleanliness and maintenanace of this retail outlet ?
11 How satisfied are you with the availability of testing kits regarding purity ?
12 How satisfied are you with the air filling facility avialable in the IOCL retail outlet ?
13 How satisfied are you with the availability of drinking water facilities ?
14 How satisfied are you with the availability of lubricants in required packs in this retail
outlet ?
53
15 How satisfied are you with the toilet facilities ?
16 How satisfied are you with the availability of complaint register ?
17 Is the name the sales officer, his phone number and address prominently displayed at
the IOCL retail outlet ?
18 How satisfied are you with the facilities, services and products offered by this retail
outlet on overall basis ?
19. Are you satisfied with mileage ?
(1) Yes (2) No
SECTION B (PREMIUM FUEL CUSTOMER)
Premium fuel used (code)
1.XTRAPREMIUM
2.XTRSMILE
Sr. Aspect rating

no.
1 Do you get the promised benefits of better pck up, smoother drive, more mileage &
engine protection using XTRAPREMIUM/XTRAMILE disel with premium fuels ?
2 Would you recommended XTRAPREMIUM/XTRAMILE your friends & family ?
3 How satisfied are you on overall basis with the performance of premium fuels ?
4. What are the benefits of Branded fuels perceived by you ? your friends & realatives ?
1. Mileage
2. Better pick up
3. Smooth drive
4. Eco friendly
5. Other
5.Whether you are always asked for premium fuels by the RO staff and also services.
1. Yes 2. No
54
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57
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65

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A SUMMER TRAINING REPORT

“CUSTOMER SATISFACTION LEVEL OF THOSE CUSTOMER WHO USES

SUBMITTED TOWARDS PARTIAL FULFILLMENT

(APPROVED BY AICTE, GOVT. OF INDIA)

SUBMITTED TO: SUBMITTED BY:

Samit Kumar Sinha

Prof Sachin malhotra

Date: 20th July 2010 Samit Kumar Sinha

Samit Kumar Sinha

Chapter 6 Annexure 53-54

S.NO. TOPIC TABLE NO. PAGE NO.

 To determine the customer satisfaction with mileage.

3)-PRODUCT & SERVICES:-

Indian oil corporation product portfolio includes product-

 Lubes & Greases

 Superior Kerosine Oil

Indian oil corporation offer services in area like-

 Research & development

Xtrapremium is a india leading branded petrol. It is popular in new generation. Xtrapremium is

BENEFITS OF FLEET CARD

o Bharat Petroleum Corporation Limited Bhart petroleum corpartion is the main

Sr. Different INDUSTRIES % Market Share

Capital breathless as impurities added to fuel

Economic times (2007)

AUTHOR OBJECTIVE CONCLUISION

3.1 Reaserach design

3.2. Sample design

Secondary data Used are:

Data analysis and interpertation

Factor analyis for normal quality fuel customer

KMO and Bartlett's Test

Bartlett's Test of Sphericity Approx. Chi-Square 899.885

Quality 1.000 .577

Price 1.000 .577

Promptness with services 1.000 .559

Behavior of staff 1.000 .520

Zero reading 1.000 .564

Managing and directing 1.000 .651

Bill 1.000 .571

Credit card 1.000 .447

Cleanliness and maintenance 1.000 .654

Testing kits 1.000 .481

Air filling 1.000 .568

Drinking water 1.000 .850

Lubricants 1.000 .823

Toilet facilities 1.000 .402

Sales officer 1.000 .647

Complaint register 1.000 .631

Overall basis 1.000 .669

Satisfied with mileage 1.000 .467

Extraction Method: Principal Component Analysis.

% of Cumulative % of Cumulative % of Cumulative

Drinking water, lubricants,satisfied with mielage

Price, quantity, bill, credit card

managing and directing

over all basis

For Section B(Premium fuel Customer

Factor analysis for premium fuel customer

Kaiser-Meyer-Olkin Measure of Sampling Adequacy. .520

Bartlett's Test of Sphericity Approx. Chi-Square 11.713

Benefits 1.000 .415

Recommend friends & relatives 1.000 .548