Analysis of the customer perspective on service quality and quantity of
various petroleum products by Indian oil corporations Ltd., marketing
division and subsequent formulation of strategies with an aim to
deliver total customer delight.
Company concern
PALLABI NATH
MBA 3RD SEM
ROLL NO:173/09
PROJECT REPORT AT A GLANCE
Prepared By: PALLABI NATH
Dept. of Business Administration
Royal School Of Business, Guwahati
Organization: Indian oil Corporation Ltd. [Link] Division
Period: 1st June 2010 to 31st July 2010
Organizational Guide: P.K Bora ,Manager (CS) NEISO IOCL
Institutional Guide: Mr. BHARGAV JYOTI BORA
Faculty guide
Dept. of Business ADMINTRATION
Royal School of Business, Guwahati
BONAFIDE CERTIFICATE
GUAHATI UNIVERSITY,GUAHATI ROYAL GROUP OF INSTITUTIONS
This is to certify that PALLABI NATH, a student of 3rd Semester, MBA, Royal Group
of Institutions, Guwahati has done her project titled “analysis of customers perspective on sevice,
quality and quantity of various products by IOCL” for the fulfillment of the requirements of
MBA program under Gauhati University.
I found her good during his course tenure in our college. Her report was precise and
good, I wish him all the best for his future Endeavour.
Mr. Bhargav Jyoti Bora
Academic Guide
Faculty, MBA
Royal Group of Institutions
Acknowledgement
THE QUEST FOR KNOWLEDGE NEVER ENDS .So continuing my
journey of knowledge in Royal school of business; I have been assigned to do my
summer project at MARKETING DIVISION of INDIAN OIL CORPORATION
LIMITED, Guwahati office to enhance knowledge and learning.
I would first of all like to thank my academic guide [Link] Nandi and
Mr. Bhargav Jyoty Bora Assistant lecturer Department of Business Administration
under whose supervision I carried out my project in the College. I am extremely
grateful to him, for his invaluable guidance, support and patience. This project
would not have been successful, let alone complete without his help.
I am also thankful to my organizational guide P.K Bora ,Manager (CS)
NEISO IOCL for giving me an opportunity to work with the organization and for
guiding and supporting me throughout.
I would also like to extend my sincere thanks to Prof. S.P Singh
,[Link] school of Business for giving me opportunity to do this project.
Last but not the least I would like to thank my family members and all my
friends in Guwahati for being there whenever I needed them.
PALLABI NATH
MBA 3
TABLE OF CONTENTS
1 CHAPTER 1……………………………………………………………………………… 1-33
INTRODUCTION
INDUSTRY PROFILE
COMPANY PROFILE
2 CHAPTER-2 …………………………………………………………………………….. 34-36
OBJECTIVE OF STUDY
SCOPE OF THE STUDY
LIMITATION OF THE STUDY
3 CHAPTER-3 …………………………………………………………………………..... 37-41
RESEARCH METHODOLOGY OF THE STUDY
TOOLS AND TECHNIQUES USED
4 CHAPTER-4 …………………………………………………………………………… 42-53
ANALYSIS AND FINDINGS
5 CHAPTER-5 …………………………………………………………………………... 54-57
RECOMMENDATION AND CONCLUSION
ANNEXURES………………………………………………………………………………….58-61
ANEXURE 1: BIBLIOGRAPHY
ANEXURE 2: SAMPLE QUESTIONNAIRE
LIST OF THE TABLES
TABLE NUMBER TITLES OF THE TABLE PAGE NO
1 TOP 10 WORLD LARGEST OIL COMPANY BY
RESERVES AND PRODUCTION
2 PERCEPTION ABOUT QUANTITY OF
PRODUCTS
3 PERCEPTION ABOUT QUALITY OF PRODUCTS
4 PERCEPTION ABOUT TIMELY SUPPLY OF THE
PRODUCTS
5 PERCEPTION ABOUT THE CUSTOMER
SERVICE
6 PERCEPTION ABOUT THE TECHNICAL SERVICE
7 PERCEPTION ABOUT THE MAINTENANCE OF
EQUIPMENT
8 PERCEPTION ABOUT THE COURTEOUSNESS
OF IOCL STAFF
9 PERCEPTION ABOUT THE ACCESSABILITY OF
OFFICERS
10 PERCEPTION ABOUT THE PROMPTNESS OF
COMPLAINTS ATTENDING
LIST OF CHARTS
CHART NUMBER TITLE OF THE CHARTS PAGE NO.
1 PERCEPTION ABOUT QUANTITY OF
PRODUCTS
2 PERCEPTION ABOUT QUALITY OF
PRODUCTS
3 PERCEPTION ABOUT TIMELY SUPPLY OF
THE PRODUCTS
PERCEPTION ABOUT THE CUSTOMER
4
SERVICE
5 PERCEPTION ABOUT THE TECHNICAL
SERVICE
6 PERCEPTION ABOUT THE MAINTENANCE
OF EQUIPMENT
PERCEPTION ABOUT THE
7
COURTEOUSNESS OF IOCL STAFF
PERCEPTION ABOUT THE ACCESSABILITY
8 OF OFFICERS
9 PERCEPTION ABOUT THE PROMPTNESS
OF COMPLAINTS ATTENDING