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Submitted To: Project Report (17MBAPR407) A Study On Customer Preferences of Bioxol Lubricants

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Mohan Praveen

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Project Report (17MBAPR407)

A STUDY ON CUSTOMER PREFERENCES OF BIOXOL LUBRICANTS

BY
Mr. Dhrubajoti Chakraborty
1AZ17MBA17

Submitted to

VISVESVARAYA TECHNOLOGICAL UNIVERSITY,

BELAGAVI

In partial fulfilment of the requirements for the award of the degree of

MASTER OF BUSINESS ADMINISTRATION
Under the guidance of

INTERNAL GUIDE EXTERNAL GUIDE

Arundathi K L [Link] Chakraborty

Assistant Professor, Founder& Director
Department of MBA AIT Bioxol Lubricants

Department of MBA
Acharya Institute of Technology
Soldevanahalli, Hessaraghatta Main Road, Bengaluru-107
March 2019
BIOXOL JINDlfA GIOUJP> & ro
H e r. No :. (.)) *_ ()_J.1.t : .,.~.l·p~lJ :-Jj_( H/ooj
I ">al c : ... 9...0. :: .0 .2..:-. .2. Q l .<:) •••...
B1DXDL™
£u6ricants

TO WHOME IT MAY CONCERN

This is to certify that Mr. Dhrubajoti Chakraborty, (USN

1AZ17MBA17) ([Link]), the MBA student of Acharya Institute of
Technology , Bangalore, has successfully, complete~ the Internship title
on " Retail Market- Supply Chain Management" with his enthusiasm' s
efforts and professional behavior with the organization from the date of
03/01/2019 to 16/02/2019. We also congratulate him for the
undertaking project "Customer Preference of Bioxol Lubricants" .

We wish him very good luck and best future Endeavour.

Regards
r
.VP & CO.
BIOXOL I CO.

PARTNER

BIOXOL LUBRICANTS
Reg. Address: Ground Floor; ~Residency, Saptarishipark, Durgapur, (W.B)-713206
Con,JaClEiJ+9 1 ~ I ft-.629-524-2144, Email: info@[Link], Web: [Link]
ACHARYA INSTITUTE
OF TECHNOLOGY
(Affiliated to Visvesvaraya Technological University, Belagavi, Approved by AICTE, New Delh i and Accredited by NBA and NAAC)

Date: 25/03/2019

CERTIFICATE

This is to certify that Mr. Dhrubajoti Chakraborty bearing USN

lAZl 7MBA17 is a bonafide student of Master of Business Administration
course of the Institute 2017-19 batch, affiliated to Visvesvaraya
Technological University, Belagavi. Project report on "A Study on
Customer Preference of Bioxol Lubricants/' at Durgapur, \Vest Bengal is
prepared by him under the guidance of Prof. Arundathi K L, in partial
fulfillment of the requirements for the award of the degree of Master of
Business Administration, Visvesvaraya Technological University, Belagavi,
Kamataka.

Signature of Internal Guide Signature of

Head of t epartment
Department of MBA
··+ · ~ "'l"'.echnol(\...,,,
~r '"l ,!;!. f\}'c) !~1$(!\.U!0 01 I ' ' · • ·· '--·:,
J .••.,, l , t..,
.J l;'. i-- o 1
~oldevanahlli , Bangatore-v u ..., ,

~~ "---7 ·\\~- )t;'

Signature of Principal/Dean Academics

Dr. Devarajaiah R.M .
Dean-Academics
.;HARYA INSTITUTE OFTECHNOLOGY
Bengaluru~101.

Acharya Dr. Sarvepall i Radhakrishnan Road, Soladevanahalli, Acharya P.O ., Bengaluru 560 107, Karnataka, India • [Link]/ait
• Ph: +91-80-225 555 55 Extn. : 2102 • Fax: +91 -80-237 002 42 • E-mail: principalait@acharya .[Link]
DECLARATION

I DHRUBAJOTI CHAKRABORTY, USN : 1AZ17MBA17 hereby declare that this internship

in "BIOXOL LUBRICANTS" and the project rcpo1i prepared by me under the guidance of

Prof. ARUNDATHI KL, Asst. Professor of MBA Department, Acharya Institution of

Technology and external guidance of MR. ARINDAM CHAKRABORTY, Founder & Director

of Bioxol India Group & Co.

I also declare that this internship work towards practical fulfilment of university regulation for

the award of Degree of Masters of Business Administration by Visvesvaraya Technological

University, Belgaurn.

I have undergone internship for a period of 6 weeks. I further declare that this report is based on

the original study undertaken by me and has not been submitted for the award of any other any

degree/diploma from any other university/institution.

Place: Bangalore. ~~~- ~bruc_ty

~~;~J~,fiCHAKRABORTY u
Date: 08/04/2019 USN: IAZl7MBA17
ACKNOWLEDGEMENT

I wish to express my sincere thanks to our respected Principal, Dr. Prakash M R, beloved Dean-
Academics, Dr. Devarajaiah R M, and deep sense of gratitude to Dr. M.M Bagali, HOD,
Acharya Institute of Technology, Bengaluru for their kind support and encouragement in
completion of the Internship Report.

I would like to thank Prof. Arundathi K L, Asst. Professor, Department of MBA, Acharya
Institute of Technology, Bengaluru and external guide Mr. Arindam Chakraborty, Founder &
Director of Bioxol Lubricants Durgapur, West Bengal, who gave me golden opportunity to do
this wonderful Project in the esteemed organization, which helped me to learn various concepts.

Finally, I express my sincere thanks to my Parents, Friends and all the Staff of MBA department
of AIT for their valuable suggestions in completing this Project Report.

Place: Bangalore Name: Dhrubajoti Chakraborty

Date: 08/04/2019 USN: 1AZ17MBA17

TABLE OF CONTENTS

CHAPTERS TITLES PAGE NO.

1 INTRODUCTION 2
1.1 INTRODUCTION 3
1.2 INDUSTRY PROFILE 3-4
1.3 COMPANY PROFILE 4-5
1.3.1 VISION, MISION & QUALITY POLICY 5
1.3.2 PRODUCTS/SERVICES PROFILE 6-7
1.3.3 AREA OF OPERATION 8
1.3.4 INFRASTRUCTURE FACILITY 8
1.4 COMPETITORS’ & INFORMATION 8
1.5 SWOT ANALYSIS 8-9
1.6 FUTURE GROWTH AND PROSPECTS 9
1.7 FINANCIAL STATEMENT 9
CONCEPTUAL BACKGROUND AND
2 10
LITERATURE REVIEW
2.1 THEORETICAL BACKGROUND OF THE STUDY 11
2.2 LITERATURE REVIEW WITH RESEARCH GAP 12-17

3 RESEARCH DESIGN 18
3.1 STATEMENT OF THE PROBLEM 19
3.2 NEED FOR THE STUDY 19
3.3 OBJECTIVES 19
3.4 SCOPE OF THE STUDY 19
3.5 RESEARCH METHODOLOGY 20
3.6 HYPOTHESIS 21
3.7 LIMITATIONS 21
3.8 CHAPTER SCHEME 21-22
4 ANAYSIS AND INTERPRETATION 23
4.1 ANALYSIS,INTERPRETATION 24-43
4.2 STATISTICAL TOOLS RESULTS 44

SUMMARY OF FINDINGS,
5 45
SUGGESTIONS AND CONCLUSION
5.1 SUMMARY OF FINDINGS 46
5.2 CONCLUSIONS 47
5.3 SUGGESTIONS/RECOMMENDTIONS 48
BIBLIOGRAPHY
ANNEXTURE-1 QUESTIONNAIRE

LIST OF TABLES

TABLE PARTICULARS PAGE NOS.

NOS.
THE TABLE IS SHOWING HOW MANY
4.1.1 RESPONDENTS ARE PURCHASING THE 24
BIOXOL PRODUCTS
THE TABLE IS SHOWING HOW MANY
4.1.2 RESPONDENTS ARE PURCHASING OTHER 25
WHICH COMPANY PRODUCTS
THE TABLE IS SHOWING THAT STAFFS ARE
4.1.3 HOW MUCH SATISFIED ON MONTHLY 26
SELLING OF BIOXOL PRODUCTS
THE TABLE IS SHOWING THAT WHAT KIND
4.1.4 OF FEEDBACKS ARE GETTING FROM 27
CUSTOMERS ABOUT BIOXOL PRODUCTS.
THE TABLE IS SHOWING THAT WHETHER
4.1.5 28
THE BIOXOL PRODUCTS WILL ABLE TO
COMPETE OTHER LUBRICANTS COMPANIES
IN FUTURE OR NOT
THE TABLE IS SHOWING HOW MUCH
4.1.6 CUSTOMERS ARE SATISFIED ON SERVICE 29
DELIVERY
THE TABLE IS SHOWING THAT CURRENT
4.1.7 MARKET SCENARIO OF BIOXOL 30
LUBRICANTS SATISFACTION LEVEL
THE TABLE IS SHOWING THAT
4.1.8 SATISFACTION LEVEL OF EMPLOYEE IN THE 31
BUSINESS
THE TABLE IS SHOWING THAT BIOXOL
4.1.9 32
LUBRICANTS IS EARNING PROFITS OR NOT
THE TABLE IS SHOWING THAT THE
4.1.10 REGULARITY OF BIOXOL MARKETING 33
DEPARTMENT IN MARKET VISIT OR SURVEY
THE TABLE IS SHOWING THAT THE LEVEL
4.1.11 OF BIOXOL BRAND AWARENESS TOWARDS 34
THE CUSTOMERS
THE TABLE IS SHOWING THAT THE BIOXOL
4.1.12 LUBRICANTS HOW MUCH MOTIVATING 35
THEIR EMPLOYEES FOR THEIR JOB
THE TABLE IS SHOWING THAT THE BIOXOL
4.1.13 LUBRICANTS WHETHER CONDUCTING 36
TRAINING FOR EMPLOYEES OR NOT.
THE TABLE IS SHOWING THAT WHETHER
THE BIOXOL LUBRICANTS IS REWARDING
4.1.14 37
THEIR EMPLOYEES FOR “BEST SELLING” OR
NOT
THE TABLE IS SHOWING THAT WHETHER
4.1.15 38
THE BIOXOL LUBRICANTS HAD RECEIVED
ANY NEGATIVE FEEDBACK OR NOT
THE TABLE IS SHOWING THAT WHETHER
THE BIOXOL LUBRICANTS HAD OPENED
4.1.16 39
THE “CUSTOMER DELIGHT” PROGRAM FOR
THEIR CUSTOMERS OR NOT
THE TABLE IS SHOWING THAT BIOXOL
4.1.17 LUBRICANTS WHETHER THINKING TO 40
MAXIMIZE THE MARKET AREA OR NOT
THE TABLE IS SHOWING THAT BIOXOL
4.1.18 LUBRICANTS WHETHER THINKING TO OPEN 41
THEIR OWN PRODUCTION
THE TABLE IS SHOWING THAT BIOXOL
DISTRIBUTORS OR DEALERS WHETHER
4.1.19 42
LIKES TO INVEST FOR DEVELOPING TO THIS
COMPANY OR NOT
THE TABLE IS SHOWING THAT BIOXOL
4.1.20 LUBRICANTS WHETHER FOLLOWING THE 43
“PRODUCT LINE” STRATEGY OR NOT
EXECUTIVE SUMMARY

It is true that Customer is God of the market and marketers. Without a customer, a shop, a
market, a business is nothing. So it is very important to analyse the customer preference.

The research is based on the Customer Preference on Bioxol Lubricants, start up lubricant
company, studying for 6 weeks. Bioxol lubricant is a type of domestic lubricants producer and
seller where many varieties of lubricants products are available in a single roof. They are
becoming popular in their current market. Now a day’s customers are becoming very conscious
about the products. Customers are always searching best price, best quality. To fulfil their all
kinds of needs and to capturing the large market

Bioxol Lubricants is come to existence in some parts of Indian market since 2018. My research
is based on the preference of the customers towards the Bioxol lubricants i.e. either they like
Bioxol lubricants or not. After the study on customer preference, it is found that consumers are
really like all the products. But this company is scared to take entry in large markets to serve
more customers, Because of low financial supports, less opportunities, strongest and more
popular competitors etc.

The reason behind this study is to analyse the influential position of customer preferences while
buying any products. This research will definitely help the company in knowing the present
customers taste and choices. It wills also estimating the consumer’s future demands and needs.

1
CHAPTER: 1

Introduction

2
1.1 INTRODUCTION

The internship is undertaken at Bioxol Lubricants for 6 weeks at Durgapur, West Bengal. The
project is done on the topic “A Study on Customer Preference of Bioxol Lubricants” before
starting final semester of MBA conducted by Visvesvaraya Technological University (VTU).

Customer preference is the important aspect of every business. Customer inclinations are desires
different preferences inspirations and tendencies that drive customer acquiring choices. They
supplement customers needs in clarifying conduct. Customer preference is also part of consumer
behaviour. Bioxol Lubricants products are becoming popular in the small market of West Bengal
as well as some places of Jharkhand, Bihar and Odisha.

The study on customer preference acts an important role in any organization. Without measuring
the customer preference, it will be difficult to know that what is the customer expectation or
what kind of service a customer need basically. In this study I had tried to find out level of
customer preference on Bioxol Lubricants products.

1.2 INDUSTRY PROFILE

Lubricant is the blood for any kind of machinery or engine. Bioxol India Group & Co is trying to
build their own business in Lubricant industry India is in fifth position in Lubricant market after
U.S, China, Russia and Japan. Now on base of economic condition of the country various kinds
of domestic and International lubricants companies are There are various kind of famous
Lubricant Companies are existing in the worldwide, e.g.: Servo, Castrol, Shell, Gulf, Valvoline,
ExxonMobil, Elf etc build up their business. Classifications of Lubricants are basically:

 Industrial lubricants
 Automotive lubricants
 Aviation & Marine grade lubricants

3
A label may, at best, be considered as the symbol of a manufacturer’s authentication of oil’s
performance claim. A label generally tends to describe the basic performance level of motor
oil consistent with its use in an engine application and its viscosity characteristics. Some
times special features such as energy conserving ability, smokelessness, chemical and the
logical design are also either described or implied by the use of certain labels, special labels
like "All Synthetic" signify the use of exotic base fluids. While the Society of Automotive
Engineers (SAE) grades are used universally to specify viscosity characteristics and low
temperature theology of motor oils, several systems of rating the performance level coexist in
the global market place. Apart from the API, there exists several independent motor oil
certification and labelling systems including the US military, Committee of Common Market
Engine Constructors (CCMC) in Europe and JASO (Japanese Automotive Standards
Organization). The Bureau of Indian Standards (BIS) performance categories of Engine
crankcase oils are generally drawn from the various API categories, US military specs and
CCMC categories. In additional to the performance categories and labels of the above
mentioned Technical Societies and Institutions, several labels of approvals by European,
Japanese and U.S. OEMs(Original equipment Manufacturers) are also abundantly found on
motor oil cans. Such labels are very often used by oil marketers to achieve market/product
segmentation and to embellish the performance superiority claim over specification products.

1.3 COMPANY PROFILE

Lubricant is the blood for any kind of machinery or engine. There are various kind of famous
Lubricant Companies are existing in the worldwide, e.g.: Servo, Castrol, Shell, Gulf, Valvoline,
ExxonMobil, Elf etc. Bioxol India Group & Co is trying to build their own business in Lubricant
industry. In 2018 group of three common businessmen did some small investment to establish a
separate brand of lubricant product, which know as a Bioxol Lubricants. They had started
importing Lubricants in a bulk from their rented plant, which located in Kamrej road, Surat.
After that they labelling and packaging with the company name and send it to the Company’s
main distribution hub, which is located in Durgapur West Bengal. Through the proper supply-
chain management products are distributed to all sub distributers and local consumers.

4
Distributors are basically located in some area of West Bengal state e.g.: Asansol, Raniganj,
Bankura and Purulia; some area of Jharkhand state e.g.: Bokaro, Dhanbad, some area of Bihar
state including Patna and in the popular city of Odisha state, Raurkella. More than 40 lakes
Indian money was invested by Mr. Arindam Chakraborty, Mr. Shashikant Pandey and Mr.
Kamalkant Shastri.
Till last week of February 2019 they earned with the profit Rs19, 52,505.00/-, now the business
is going good. Lots of investors are coming for investing in this company. Company are planning
to start a new Lubricant production factory by their own. They are also trying to enter in large
market.

1.3.1 VISION & MISSION:

 “We want to become innovative and unique Lubricants Company by introducing

wide range of lubricants products. We want to become innovation-led transnational
lubricants Company by introducing wide range of lubricants products.”- Vision of
Bioxol Lubricants.
 “We want to create a group of people with stand against market leaders.”- Mission
of Bioxol Lubricants.

 QUALITY POLICY: Bioxol India Group & Co. values are aimed at developing a
customer-focused, good performance based work which creates value for all its business
partners. They are result oriented, setting great performance standards for ourselves as
individuals and terms. They recognize that each individual convey alternate points of
view and abilities to the group and that a solid group is established on an assortment of
viewpoints. They need people to dream, esteem contrasts, make and trial in quest for
circumstances and accomplish authority through cooperation. They know about their duty
to create monetary incentive for Nation. In quest for their objectives, they will make no
trade off in consenting to appropriate laws and guidelines at all dimensions.

5
1.3.2 PRODUCTS :

SL Product Name Description SALE PRICE Qty. Type

2900
1 AVATAR - CI 4-10 LTR 15w40 CI-4 Premium Diesel Engine Oil Pieces
2700
2 AVATAR -CF 4 -10 LTR 15w40 CF-4 Diesel Engine Oil Pieces
5200
3 AVATAR -CF4- 20 LTR 15w40 CF-4 Diesel Engine Oil Pieces
5600
4 AVATAR -CI 4- 20 LTR 15w40 CI-4 Premium Diesel Engine Oil Pieces
50800
5 AVATAR CF-4 210 LTR 15w40 CF-4 Diesel Engine Oil Pieces
55000
6 AVATAR CI 4 210 LTR 15w40 CI-4 premium Diesel Engine Oil Pieces
3950
7 AVATAR-CF4 -15 LTR 15w40 CF-4 Diesel Engine Oil Pieces
2900
8 BOOST -10 LTR 20w40 CI-4 Multi-grade Engine Oil Pieces
4250
9 BOOST-15 LTR 20w40 CI-4 Multi-grade Engine Oil Pieces
5600
10 BOOST-20 LTR 20w40 CI-4 Multi-grade Engine Oil Pieces
55
11 BRAKE FUILD 100 ML DOT-3 Pieces
130
12 BRAKE FUILD 250 ML DOT-3 Pieces
47000
13 EP 140 - 210 LTR SAE 140 , GL 4 GEAR OIL Pieces

14 EP 90 5 LTR GL 4 GEAR OIL Piece

2650
15 EP140 -10 LTR SAE 140 , GL 4 GEAR OIL Pieces
5300
16 EP140 -20 LTR SAE 140 , GL 4 GEAR OIL Pieces
2550
17 EP90- 10 LTR SAE 90 , GL 4 GEAR OIL Pieces
45000
18 EP90- 210 LTR SAE 90 , GL 4 GEAR OIL Pieces
4900
19 EP90-20 LTR SAE 90 , GL 4 GEAR OIL Pieces
2600
20 GEAR OIL 80W90- 10 LTR SAE 90 , GL 5 GEAR OIL Pieces
5000
21 GEAR OIL 80W90- 20 LTR SAE 90 , GL 5 GEAR OIL Pieces
46000
22 GEAR OIL 80W90-210 LTR SAE 90 , GL 5 GEAR OIL Pieces
2700
23 GEAR OIL 85W140 -10 LTR SAE 140 , GL 5 GEAR OIL Pieces

6
5300
24 GEAR OIL 85W140 -20 LTR SAE 140 , GL 5 GEAR OIL Pieces
310
25 GOLD 1 LTR - TWO WHEELER 20W40 SM GOLD -4T-ENGINE OIL Litres
280
26 GOLD 900 ML - TWO WHEELER 20W40 SM GOLD -4T-ENGINE OIL ML
2500
27 HYDRAULIC OIL 32 - 10 LTR VG 32- HYDRAULIC FLUID Pieces
5100
28 HYDRAULIC OIL 32 - 20 LTR VG 32- HYDRAULIC FLUID Pieces
45000
29 HYDRAULIC OIL 32 - 210 LTR VG 32- HYDRAULIC FLUID Pieces
5600
30 HYDRAULIC OIL 32 - 26 LTR VG 32- HYDRAULIC FLUID Pieces
2600
31 HYDRAULIC OIL 46 TH - 10 LTR VG 46- HYDRAULIC FLUID Pieces
5200
32 HYDRAULIC OIL 46 TH - 20 LTR VG 46- HYDRAULIC FLUID Pieces
46000
33 HYDRAULIC OIL 46 TH - 210 LTR VG 46- HYDRAULIC FLUID Pieces
6400
34 HYDRAULIC OIL 46 TH - 26 LTR VG 46- HYDRAULIC FLUID Pieces
2700
35 HYDRAULIC OIL 68 HLP - 10 LTR VG 68- HYDRAULIC FLUID Pieces
5300
36 HYDRAULIC OIL 68 HLP - 20 LTR VG 68 - HYDRAULIC FLUID Pieces
6500
37 HYDRAULIC OIL 68 HLP - 26 LTR VG 68- HYDRAULIC FLUID Pieces
HYDRAULIC OIL 68-HLP - 210 47000
38 VG 68- HYDRAULIC FLUID Pieces
LTR
435
39 MAX 1 LTR - TWO WHEELER 20W50 SM MAX-4T ENGINE OIL Litres
NX6 PRIME- 1 LTR - TWO 350
40 20W40 SM NX4 -4T-ENGINE OIL Litres
WHEELER
NX6 PRIME-900 ML - TWO 310
41 20W40 SM NX4 -4T-ENGINE OIL ML
WHEELER
1230
42 RICH - 5 LTR 15w40 CI-4 Premium Diesel Engine Oil Pieces
1500
43 ROYAL - 3.5 LTR 5w40 CI-4 Multi-grade Premium Engine Oil Pieces
1900
44 ROYAL - 5 LTR 5w40 CI-4 Multi-grade Premium Engine Oil Pieces
6800
45 UNICORN- 20 LTR 5w40 CI-4 Multi-grade Premium Engine Oil Pieces
46 3700
UNICORN-10 LTR 5w40 CI-4 Multi-grade Premium Engine Oil Pieces

47 AVATAR 15W40 CI4- 1LTR Coming soon 325 Pieces

48 NX6 MAGNUM20W50- 1LTR Coming soon 435 Pieces

7
1.3.3 AREA OF OPERATION:
 Store Operation: Handling the all staffs with a proper leadership and managerial
experience, selling targets, DSR updates.
 Inventory Operation: Proper management of stocks, required stocks, daily checking of
backup stocks, arrangement of stocks.
 Transportation Arrangements: Arranging of transportations to bringing products from
factory and product delivery propose.

1.3.4 INFRASTRUCTURE& FACILITIES:

 Ownership: Company Own.
 Total area of Space: 3100 [Link].
 Floor & Display Space: 1285 [Link].
 Storage Space: 1815 [Link].
 Parking Availability: Yes

1.4 COMPETITOR’S INFORMATION:

 Servo world-class Lubricants: This is a popular brand of Indian Oil Corporation
Limited.
 Gulf Oil Lubricants India Ltd: Another domestic lubricants maker.
 Castrol Engine Oil & Lubricants: Globally popular lubricants makers.
These are the most popular and large lubricants maker brand. From long times ago they
are doing all in domestic and international markets.

1.5 SWOT ANALYSIS:

 Strength: A Group of strong market leaders (Business partners) along with their
responsible distributors across various sectors. Purchasing convenience customers and
their shopping option all under one roof. Customer loyalty schemes with reward given to
the dealers and given special preference.
 Weakness: Has not captured the complete market, quite a lot of segments need to be
captured.
8
 Opportunity: Entering the rural sub-distribution hub segment advantages due to
location. Expansion in the online space with e-retailing.
 Threat: Various types of large lubricants makers had already captured a huge market
area.

1.6 FUTURE GROWTH & PROSPECT:

 A constant effort to add value to the customer.
 Constant focus on improving service quality through SOP.
 Periodic training to strengthen the team and update relevant technologies.
 Caring for employees.

1.7 FINANCIAL STATEMENT:

D
S
U T
AMOUNT Dr
ISSU E AMOUNT A
SL INVO PAYMENT AMOUNT PAID ./C
T
CLIENT NAME E D (WITH TAX) r
NO. . NO. U
DATE A (WITHOUT TAX) S
T
E

Total till date: 16/02/2019

16, 54,632.00 2, 97,878.00 19, 52,505.00 10, 15,532.00

This is the total financial scenario from starting June 2018 to middle of February 2019. Within 7
to 8 months they had earned Rs. 19, 52,505.00/- where they had invested 40 lakes. The financial
statement of Bioxol Lubricant is proving that the business is in good hand. Partners are also
happy with the business profits.

9
CHAPTER: 2

Conceptual background
and Literature review

10
2.1 THEORETICAL BACKGROUND OF THE STUDY:

Customer preference is the important aspect of every business. Customer preferences are
expectations likes and dislikes motivations and inclinations that drive customer purchasing
decisions. They complement customer needs in explaining behaviour. Customer preference is
also part of consumer behaviour.

The study of customer preference is one of the most important in business management
education. This study attempts to gather understanding on the customer preference on basis of
Consumer Behaviour while reviewing the literature available on the topic.

This is a descriptive study attempted through the help of secondary data. The understanding
gathered and presented is indicative in nature and not exhaustive.
The elements of Customer Preference are essentially required to be studied in order to sustain the
competitive business environment.

11
2.2 LITERATURE REVIEW:

Objectives,
Title of the
Author/Researcher Outcomes or Gap Identified
Article/Study
Findings

Debanjan Saha and An analysis of the factors The Level of service This report is only able to
Ramamirtham Gopal (2014) that influence the quality towards the find out the customer’s
Influencers’ customers. interest level about the
recommendations with products and service
regard to the purchase of delivery perception of
Automotive Lubricants provider.
for Two-Wheelers

Dr. T. Srinivasan(2015) A Study on Consumer To know about the This report is simply able
Preferences of Petroleum buying behaviour of to find out about
Retail Outlets petroleum products Petroleum corporations
buyers. those are introducing
varieties of schemes to
attract the people.

Narayan V. Lyer and Two-wheeled motor To know about This paper only discusses
Madhav G. Badami (2007) vehicle technology in vehicles contribution the evolution of M2W
India: Evolution, in the urban area, vehicle technology and
prospects and issues energy consumption contributory factors
through petroleum including market forces in
products. India.
12
N.C. Pahariya and Chandan Commodity Revenue To understanding the This study is basically
Mukherjee (2007) Management: India’s relationship between introduces the
rapeseed/mustard oil farmers and Indian rapeseed/mustard oil
Government to
sector sector. It also highlighted
earning the revenue
its importance to Indian
for agriculture
economy and its earnings
of the government and
farm sector in India.

Pramod Paliwal, Sanjay Prabhar Oil Company and To know about the This study focused on
Sakariya and Ramendra distribution challenges in market challenges, factors for doing business
Singh (2011) the Indian lubricants distribution and in the Indian automotive
industry. retailing of Prabhar lubricants market, the
Oil. importance of distribution,
retailing strategies and the
associated opportunities
and challenges.

Debanjan Saha (2016) Impact of Marketing To search about the This report is able to find
Channel and Promotion new categories of out the difference exits
Strategies on Adoption lubricants. in sensitivity to prices
of synthetic lubricants and value for money
by two wheeler motor between users and non-
vehicle users A study in users of synthetic
select cities of lubricants.
Maharashtra India.

13
Manufacturing of To identify the usage This study only able to
Ebtisam K. Heikal, M.S environment friendly bio of commercially find out the sources of Bio
Elmelawy, Salah A. Khalil lubricants from vegetable available palm oil lubricant from natural oil.
& N.M Elbasuny (2016) oils. and Jatropha oil.

Development of bio To understand the This paper only reviewed

Josiah McNutt, Quan lubricants from vegetable advantages of Bio the most recent
(Sophia) He (2016) oils via chemical over mineral advancements in the
modification lubricants. synthesis of bio lubricants
from vegetable oils.

H.M Mobarak, E. Niza The prospects of bio To know about This study only taking
Mohamad, H.H Masjuki, lubricants as alternatives generating process about the potential power
M.A Kalam, K.A.H Al in automotive of eco friendly of bio lubricants which
Mahmud, M. Habibullah, applications lubricants. based on vegetable oil
A.M Ashraful (2014) which also can be
alternative lubricants in
future.

14
Development of eco- To highlight some This study is basically
Ponnekanti Nagendramma, friendly/biodegradable recent developments taking about the
lubricants: An overview in the area of improvement of lubricants
Savita Kaul (2011).
biodegradable making process.
synthetic ester base
stocks for
formulation of new
generation
lubricants.

Customer purchase To understand the This study is helps to

Rekha Attri
behaviour for lubricants lubricant market gathering 1st in hand data
(2013)
in Indore – Insights from including its factors from the garage
Private Players for Oil in Indore. mechanics to understand
Marketing Companies in the customers’ perception
India. about various lubricant
brands.

DuttaShomnath (2015) Study on product To revision the It analysed only the

awareness & brand image product awareness product awareness and
of valvoline lubricant in and brand image of Brand imgae. Analysis
and around siliguri lubricant in Siliguri. etc.
subdivision of north
Bengal

Sudhir Yadav, Sanjay To understand the This paper only compares

Petro Retail mix
Sakariya, Manish Thaker, service delivery the retail mix elements of
Elements: A Study of
(2012) process in the Indian various OMCs operating
Indian Market Public sector of Oil in Indian market.
Marketing. (OMCs).

15
Kam, Woo-Kyoon, Lee, Case Study for To summarize the This study basically
Sang-Youn Distribution Channel of differences between explores the knowledge
(2013) Lubricants and Franchise each distribution and it’s characteristics of
Network of Korea
channels and issues lubricant which is
on role and essential goods for all
responsibility of transportation including
manufacturer and cars and for all industrial
distributor. facilities to produce their
own products.

Santos Manzano, Fidel To identify the This study only focused

Supply chain practices in
strategies of supply on supply chain issues
(2005) the petroleum
chain which using by and challenges.
downstream
various kinds of
petroleum producers.

Walter J. Mead The Structure of the To know the degree This study analysis is
Buyer Market for Oil of concentration only covering the
(1968) shale resources. prevailing in the establishment procedures
industry. of oil shale industry.

Application to refrigerator To measure the The analysis results show

Kyung Ho Ha, Moon Saeng plastics by mechanical degradation and that RPP from waste-
Kim recycling from heterogeneity of appliances is the
(2011)
polypropylene in waste- RPP. polyethylene (PE) and
appliances polypropylene (PP)
copolymer enhanced
impact property (Impact-
PP).

16
John Franklin Bailey Customer buying To revisit its strategy This research was
behaviour at selected to contend with intended to provide
(2011) petroleum shops in Cape market forces, Engine Petroleum
Town bearing in mind that Limited with data and
globalization, as well information to enable the
as international Western Cape
ownership of Convenience dealer
competitor network to not only grow
companies, play a at the national average,
role. but also to position itself
at the forefront of the
Convenience Store
market.

Diana W. Muthee Effective Marketing To determine the Here, respondents did not
Communications that marketing make the decision on the
(2004) influence informed communication that engine oil to purchase
buying decisions of influence that prior to reaching the retail
engine oils influence an outlet. The respondents
informed buying started that they were
decision of engine oil satisfied with the engine
products. oils specifically, Shell
Helix, Caltex Havoline
and BP Visco.

17
CHAPTER: 3

Research Design

18
3.1 STATEMENT OF PROBLEM:

Bioxol lubricants had started their journey at May of 2018. They are able to build up their
great relationship with customers. Preference & needs of buyers are going to be change from
time to time. The company will find it difficult to make these strategies to excel in business.

3.2 NEED FOR THE STUDY:

 To know the customers preference on the Bioxol Lubricant Products.

 To know the current market scenario of Bioxol Lubricants.
 To measuring the monthly selling satisfaction of distributors.
 To measuring the customers satisfaction level.

3.3 OBJECTIVES OF RESEARCH

 To know about Customer Preference on lubricants products in lubricants markets.

 To know about Customer Satisfaction towards bioxol lubricants products.
 To know about Consumer Response in the lubricants market.
 To know about Service Quality towards bioxol lubricants.

3.4 SCOPE OF STUDY:

 To analysing level of customer satisfaction on Bioxol Lubricants.

 To build the various types of ideas to development of biasness.
 To developing the business in rural markets.
 To analysing the customer expectations.

19
3.5 RESEARCH METHODOLOGY

“Research is a systematic inquiry to describe, explain, predict and control the observed
phenomenon. Research involves inductive and deductive methods.”

 Descriptive research design: Descriptive research is a study designed to depict the

participants in an accurate way. There is mainly two ways to collect the data are like:

Data Collection:

There are two types of data collection, which are as following:

 Primary Data: Primary data has collected Survey, Questionnaire.

 Secondary Data: Secondary data has collected from Company’s DSR, Check-List,
Website, Distributors database, Billing Software, Customer feedback book etc.

Sampling Methods:

 Sample Unit: It consists of company employees, partners, dealers and distributors etc.

 Sampling Period: Timing of data collection is 6 weeks. From 3rdt Jan. 2019 to 16th Feb.
2019

 Sample Size: It constitutes 50 respondents in total.

 Sample Area: Some area of West Bengal state e.g.: Asansol, Raniganj, Bankura and
Purulia including Durgapur; some area of Jharkhand state e.g.: Bokaro, Dhanbad, some
area of Bihar state including Patna and in Raurkella the popular city of Odisha state.

 Sampling Technique: Here convenient sampling has been utilized where samples are
collected on the basis availability and convenience.

20
3.6 HYPOTHESES:

H0: The association between overall monthly selling of Bioxol Lubricant products and
customers feedback on Bioxol products is insignificant.

Ha: The association between overall monthly selling of Bioxol Lubricant products and
customers feedback on Bioxol products is significant.

3.7 LIMITATION OF STUDY:

 Research timing is less than requires time.

 Distributors should be considering as consumers.
 Market area is frequently distributed quite difficult to study.
Data collection difficulties should be appearing during collecting the data from the
distributors through questioners.

3.8 CHAPTER SCHEME:

The project has 5 chapters which consists introduction, background of study and literature
review, research methods, data analysis and their interpretation & conclusion. The chapters are
shortly described below.

Chapter1: Introduction

This chapter includes introduction of the study, industry profile, company profile, promoters of
the company, vision, mission and quality policy of the company, products and service profile
provided by the company, areas of operation, infrastructure facilities provided by the company,
competitors and their information, SWOT analysis, future growth and prospects about the
company.

21
Chapter 2: Background & literature review

This chapter includes 20 literature reviews about the study and also the theoretical background of
the study.

Chapter 3: Research Design

These chapters explain the problem of the statement, the need behind the study, objectives of the
study, scopes, research methods, sample size of the research, sample design which is used in the
research, hypothesis, limitations of the study, and the chapter scheme.

Chapter 4: Data Analysis & Interpretation

This chapter contains the data of the respondents and their analysis with interpretation. In this the
hypothesis testing and results are also shown.

Chapter 5: Findings, Conclusion and Suggestions

This chapter includes the conclusion about the research, findings and the suggestions for the
company improvements in future.

22
CHAPTER: 4

ANALYSIS & INTERPRETATION

23
4.1 ANALYSIS & INTERPRETATION OF DATA – COLLECTED
WITH RELEVANT TABLES AND GRAPS:

4.1.1 THE TABLE IS SHOWING HOW MANY RESPONDENTS ARE

PURCHASING THE BIOXOL PRODUCTS:

Sources Respondents Percentage

Yes 39 78%
No 11 22%
Sum 50 100%

 Analysis: Above table, depicts those 78% (i.e.,39) respondents responded “Yes” &
remaining 22% (i.e.,11) respondents responded “No” as the answers.

Q.1 Purchasing of Bioxaol Product

Yes
No

 Interpretation: Among 50 no. of respondents 39 said “Yes” so, most of the people are
started liking the Bioxol Products.

24
4.1.2 THE TABLE IS SHOWING HOW MANY RESPONDENTS ARE
PURCHASING OTHER WHICH COMPANY PRODUCTS:

Sources Respondents Percentage

Servo 6 54.54%
Gulf 3 27.27%
Castrol 2 18.18%
Sum 11 100%
* Previous chart, depicts those who said “No”11 respondents from previous questioner
among them 100%
 Analysis: Above chart, depicts those who said “No” (11) in previous questioner among
them 54.54 %( i.e., 6) are selling “Servo” company products, 27.27% (i.e., 3) are
selling “Gulf” company products and 18.18% (i.e., 2) had selling “Castrol” company
products.

Q.2 Other Bioxol Lubricant's products

3 Other Bioxol Lubricant's products

0
Servo Gulf Castrol

 Interpretation: Those who are said “No” in pervious question among them mostly
people are linking Servo more than Gulf and Castrol.

25
4.1.3 THE TABLE IS SHOWING THAT STAFFS ARE HOW MUCH SATISFIED
ON MONTHLY SELLING OF BIOXOL PRODUCTS:

Sources Respondents Percentage

Extremely
3 6%
Dissatisfied
Somewhat
7 14%
Dissatisfied
Neither satisfied nor
14 28%
Dissatisfied
Somewhat Satisfied 21 42%
Extremely Satisfied 5 10%
Sum 50 100%

 Analysis: From 50 total number of sampling 6% (i.e.3) are “Extremely dissatisfied”,

14% (i.e. 7) are “Somewhat dissatisfied”, 28% (i.e. 14) are “Neither satisfied nor
dissatisfied”, 42% (i.e. 21) are “Somewhat satisfied” and 10% (i.e. 5) are “Extremely
satisfied”.

Q.3 Monthly selling overall satisfaction

25
20
15
10
Monthly selling overall
5 satisfaction
0
Extremely Somewhat Neither Somewhat Extremely
dissatisfied dissatisfied satisfied nor satisfied satisfied
dissatisfied

 Interpretation: As per the analysis the monthly overall selling satisfaction is

somewhat satisfied.

26
4.1.4 THE TABLE IS SHOWING THAT WHAT KIND OF FEEDBACKS ARE
GETTING FROM CUSTOMERS ABOUT BIOXOL PRODUCTS:

Sources Respondents Percentage

Extremely Negative 2 4%
Somewhat Negative 7 14%
Neither Positive nor
14 28%
Negative
Somewhat Positive 22 44%
Extremely Positive 5 10%
Sum 50 100%

 Analysis: From 50 total number of sampling 4% (i.e.2) are “Extremely Negative”, 14%
(i.e. 7) are “Somewhat Negative”, 28% (i.e. 14) are “Neither Positive nor Negative”,
44% (i.e. 22) are “Somewhat Positive” and 10% (i.e. 5) are “Extremely Positive”.

Q.4 Positive to Negative Feedback of

Customers for Bioxol Products
25
20
15
10
Positive to Negative Feedback
5 of Customers for Bioxol
0 Products
Extremely Somewhat Neighter Somewhat Extremely
Negative Negative Positive Positive Positive
nor
Negative

 Interpretation: Mostly Customers are given Somewhat Positive feedback on Bioxol

products.

27
4.1.5 THE TABLE IS SHOWING THAT WHETHER THE BIOXOL PRODUCTS
WILL ABLE TO COMPETE OTHER LUBRICANTS COMPANIES IN FUTURE
OR NOT:

Sources Respondents Percentage

No 13 26%
May be No 7 14%
Yes 18 36%
May be Yes 7 14%
Don’t Know 5 10%
Sum 50 100%

 Analysis: From 50 total number of sampling 26% (i.e.13) are saying “No”, 14% (i.e. 7)
are “May be No”, 36% (i.e.18) are saying “Yes”, 14% (i.e. 7) are saying “May be Yes”
and 10% (i.e. 5) are saying “Don’t Know”.

Q.5 As per the current Business scenario

Bioxol Luricants will be future competitor
in Large market
20
18
16
14
12
As per the current Business
10
scenario Bioxol Luricants will
8
be future competitor in Large
6 market
4
2
0
No May be No Yes May be Don't
Yes Know

 Interpretation: As per the current Business scenario Bioxol Lubricants will be able to
compete their competitors in future.

28
4.1.6 THE TABLE IS SHOWING HOW MUCH CUSTOMERS ARE SATISFIED
ON SERVICE DELIVERY:

Sources Respondents Percentage

Extremely
11 22%
Dissatisfied
Somewhat
3 6%
Dissatisfied
Neither satisfied nor
6 12%
Dissatisfied
Somewhat Satisfied 21 42%
Extremely Satisfied 9 18%
Sum 50 100%

 Analysis: From 50 total number of sampling 22% (i.e.11) are “Extremely dissatisfied”,
6% (i.e. 3) are “Somewhat dissatisfied”, 12% (i.e. 6) are “Neither satisfied nor
dissatisfied”, 42% (i.e. 21) are “Somewhat satisfied” and 18% (i.e. 9) are “Extremely
satisfied”.
*This data mainly collected from “Customer Feedback Register” of every outlets of
Company.

Q.6 Customers Feedback on Service

Delivery
25
20
15
10 Customers Feedback on
5 Service Delivery
0
Extremely Somewhat Neither Somewhat Extremely
Dissatisfied Dissatisfied Satisfied nor Satisfied Satisfied
Dissatisfied

 Interpretation: Customers are somewhat satisfied with the service delivery.

29
4.1.7 THE TABLE IS SHOWING THAT CURRENT MARKET SCENARIO OF
BIOXOL LUBRICANTS SATISFACTION LEVEL:

Sources Respondents Percentage

No 17 34%
May be No 8 16%
Yes 12 24%
May be Yes 11 22%
Don’t Know 2 4%
Sum 50 100%

 Analysis: : From 50 total number of sampling 34% (i.e.17) are saying “No”, 16% (i.e.
8) are “May be No”, 24% (i.e.12) are saying “Yes”, 22% (i.e. 11) are saying “May be
Yes” and 4% (i.e. 2) are saying “Don’t Know”.

Q.7 Current market scenario is satisfying

18
16
14
12
10
Current market scenario is
8
satisfying
6
4
2
0
No May be No Yes May be Yes Don't Know

 Interpretation: Current market scenario is not satisfied. Bioxol should maximize their
market size.

30
4.1.8 THE TABLE IS SHOWING THAT SATISFACTION LEVEL OF EMPLOYEE
IN THE BUSINESS:

Sources Respondents Percentage

Extremely
12 24%
Dissatisfied
Somewhat
6 12%
Dissatisfied
Neither satisfied nor
10 20%
Dissatisfied
Somewhat Satisfied 9 18%
Extremely Satisfied 13 26%
Sum 50 100%

 Analysis: From 50 total number of sampling 24% (i.e.12) are “Extremely dissatisfied”,
12% (i.e. 6) are “Somewhat dissatisfied”, 20% (i.e. 10) are “Neither satisfied nor
dissatisfied”, 18% (i.e. 9) are “Somewhat satisfied” and 26% (i.e. 13) are “Extremely
satisfied”.

Q.8 Satisfied Business

14
12
10
8
6
Satisfied Business
4
2
0
Extremely Somewhat Neither Somewhat Extremely
dissatisfied dissatisfied satisfied nor satisfied satisfied
dissatisfied

 Interpretation: Overall the Business satisfaction is high.

31
4.1.9 THE TABLE IS SHOWING THAT BIOXOL LUBRICANTS IS EARNING
PROFITS OR NOT:

Sources Respondents Percentage

No 1 2%
May be No 3 6%
Yes 25 50%
May be Yes 21 42%
50 100%

Analysis: From 50 total number of sampling 2% (i.e.1) are saying “No”, 6% (i.e. 3) are
“May be No”, 50% (i.e.25) are saying “Yes”, 42% (i.e. 21) are saying “May be Yes”.

Q.9 Getting Selling Profits

15
Getting Selling Profits

0
No May be No Yes May be Yes

 Interpretation: Bioxol Lubricants is earning good profits.

32
4.1.10 THE TABLE IS SHOWING THAT THE REGULARITY OF BIOXOL
MARKETING DEPARTMENT IN MARKET VISITS OR SURVEY:

Sources Respondents Percentage

No 3 6%
May be No 5 10%
Yes 20 40%
May be Yes 12 24%
Don’t Know 10 20%
Sum 50 100%

 Analysis: From 50 total number of sampling 6% (i.e.3) are saying “No”, 10% (i.e. 5)
are “May be No”, 40% (i.e.20) are saying “Yes”, 24% (i.e. 12) are saying “May be
Yes” and 20% (i.e. 10) are saying “Don’t Know”.

Q.10 Bioxol Lubricants doing Market survey

15
Bioxol Lubricants doing Market
survey
10

0
No May be No Yes May be Yes Don't Know

 Interpretation: As per the analysis it is proved that the marketing department of

Bioxol Lubricants is doing regular market survey.

33
4.1.11 THE TABLE IS SHOWING THAT THE LEVEL OF BIOXOL BRAND
AWARENESS TOWARDS THE CUSTOMERS:

Sources Respondents Percentage

No 2 4%
May be No 5 10%
Yes 22 44%
May be Yes 12 24%
Don’t Know 9 18%
Sum 50 100%

 Analysis: From 50 total number of sampling 4% (i.e.2) are saying “No”, 10% (i.e. 5)
are “May be No”, 44% (i.e.22) are saying “Yes”, 24% (i.e. 12) are saying “May be
Yes” and 18% (i.e. 9) are saying “Don’t Know”.

Q.11Brand Awareness towards Customers

15
Brand Awareness towards
10 Customers

0
No May be No Yes May be Yes Don't Know

 Interpretation: As per the analysis the brand awareness of Bioxol lubricants towards
their customers is high.

34
4.1.12 THE TABLE IS SHOWING THAT THE BIOXOL LUBRICANTS HOW
MUCH MOTIVATING THEIR EMPLOYEES FOR THEIR JOB:

Sources Respondents Percentage

No 5 10%
May be No 2 4%
Yes 22 44%
May be Yes 12 24%
Don’t Know 9 18%
Sum 50 100%

 Analysis: From 50 total number of sampling 10% (i.e.5) are saying “No”, 4% (i.e. 2)
are “May be No”, 44% (i.e.22) are saying “Yes”, 24% (i.e. 12) are saying “May be
Yes” and 18% (i.e. 9) are saying “Don’t Know”.

Q.12 Bioxol Lubricants Motivating their

emlpoyees
25

15
Bioxol Lubricants Motivating
10 their emlpoyees

0
No May be No Yes May be Yes Don't Know

 Interpretation: Bioxol Lubricants is motivating their employees for their good works.

35
4.1.13 THE TABLE IS SHOWING THAT THE BIOXOL LUBRICANTS
WHETHER CONDUCTING TRAINING FOR EMPLOYEES OR NOT:

Sources Respondents Percentage

No 1 2%
May be No 7 14%
Yes 26 52%
May be Yes 10 20%
Don’t Know 6 12%
Sum 50 100%

 Analysis: From 50 total number of sampling 2% (i.e.1) are saying “No”, 14% (i.e. 7)
are saying “May be No”, 52% (i.e.26) are saying “Yes”, 20% (i.e. 10) are saying “May
be Yes” and 12% (i.e. 6) are saying “Don’t Know”.

Q.13 Skills Development Training For

Employees
30

15 Skills Development Training For

Employees
10

0
No May be No Yes May be YesDon't Know

 Interpretation: Yes, Bioxol Lubricants is providing selling skill development training

for their employees.

36
4.1.14 THE TABLE IS SHOWING THAT WHETHER THE BIOXOL
LUBRICANTS IS REWARDING THEIR EMPLOYEES FOR “BEST SELLING”
OR NOT:

Sources Respondents Percentage

Yes 42 84%
No 8 16%
Sum 50 100%

 Analysis: From 50 total number of sampling 84% (i.e.42) are saying “Yes”, 8% (i.e.
16) are saying “No”.

Q.14 Rewarding For "Best Selling"

Yes
No

 Interpretation: Bioxol Lubricants is rewarding their employees for their best selling.

37
4.1.15 THE TABLE IS SHOWING THAT WHETHER THE BIOXOL
LUBRICANTS HAD RECEIVED ANY NEGATIVE FEEDBACK OR NOT:

Sources Respondents Percentage

No 32 64%
May be No 8 16%
Yes 3 6%
May be Yes 3 6%
Don’t Know 4 8%
Sum 50 100%

 Analysis: From 50 total number of sampling 64% (i.e.32) are saying “No”, 16% (i.e. 8)
are saying “May be No”, 6% (i.e.3) are saying “Yes”, 6% (i.e. 3) are saying “May be
Yes” and 8% (i.e. 4) are saying “Don’t Know”.

Q.15 Negative Feedback from the customers

about Products till the date
35
30
25
20 Negative Feedback from the
15 customers about Products till
the date
10
5
0
No May be No Yes May be Yes Don't Know

 Interpretation: Till now very few negative feedback about Bioxol lubricants products
are received by their sellers.

38
4.1.16 THE TABLE IS SHOWING THAT WHETHER THE BIOXOL
LUBRICANTS HAD OPENED THE “CUSTOMER DELIGHT” PROGRAM FOR
THEIR CUSTOMERS OR NOT:

Sources Respondents Percentage

No 8 16%
May be No 5 10%
Yes 19 38%
May be Yes 10 20%
Don’t Know 8 16%
Sum 50 100%

 Analysis: From 50 total number of sampling 16% (i.e.8) are saying “No”, 10% (i.e. 5)
are saying “May be No”, 38% (i.e.19) are saying “Yes”, 20% (i.e. 10) are saying “May
be Yes” and 16% (i.e. 8) are saying “Don’t Know”.

Q.16 "Customer Delight" Program

20
18
16
14
12
10
"Customer Delight" Program
8
6
4
2
0
No May be No Yes May be Yes Don't Know

 Interpretation: Yes, “Customer Delight” program has been started by the Bioxol
Lubricants.

39
4.1.17 THE TABLE IS SHOWING THAT BIOXOL LUBRICANTS WHETHER
THINKING TO MAXIMIZE THE MARKET AREA OR NOT:

Sources Respondents Percentage

No 3 6%
May be No 7 14%
Yes 10 20%
May be Yes 4 8%
Don’t Know 26 52%
Sum 50 100%

 Analysis: From 50 total number of sampling 6% (i.e.3) are saying “No”, 14% (i.e. 7)
are saying “May be No”, 20% (i.e.10) are saying “Yes”, 8% (i.e. 4) are saying “May be
Yes” and 52% (i.e. 26) are saying “Don’t Know”.

Q.17 Maximize the current market in future

15 Maximize the current market in

future
10

0
No May be No Yes May be Yes Don't Know

 Interpretation: There is some confusion about the maximizing of market by Bioxol

Lubricants in future.

40
4.1.18 THE TABLE IS SHOWING THAT BIOXOL LUBRICANTS WHETHER
THINKING TO OPEN THEIR OWN PRODUCTION:

Sources Respondents Percentage

No 1 2%
May be No 5 10%
Yes 20 40%
May be Yes 2 4%
Don’t Know 22 44%
Sum 50 100%

 Analysis: From 50 total number of sampling 2% (i.e.1) are saying “No”, 10% (i.e. 5)
are saying “May be No”, 40% (i.e. 20) are saying “Yes”,4 % (i.e. 2) are saying “May
be Yes” and 44% (i.e. 22) are saying “Don’t Know”.

Q.18 Planning to open own Production

Factory
25

15
Planning to open own
10 Production Factory

0
No May be No Yes May be Yes Don't Know

 Interpretation: Employees are really do not know whether Bioxol Lubricants will
open their own factory or not.

41
4.1.19 THE TABLE IS SHOWING THAT BIOXOL DISTRIBUTORS OR
DEALERS WHETHER LIKES TO INVEST FOR DEVELOPING TO THIS
COMPANY OR NOT:

Sources Respondents Percentage

No 15 30%
May be No 8 16%
Yes 3 6%
May be Yes 11 22%
Don’t Know 13 26%
Sum 50 100%

 Analysis: From 50 total number of sampling 30% (i.e.15) are saying “No”, 16% (i.e. 8)
are saying “May be No”, 6% (i.e.3) are saying “Yes”, 22% (i.e. 11) are saying “May be
Yes” and 26% (i.e. 13) are saying “Don’t Know”.

Q.19 Self investment for Bioxol Lubricants in

future
16
14
12
10
8 Self investment for Bioxol
Lubricants in future
6
4
2
0
No May be No Yes May be Yes Don't Know

 Interpretation: Some Dealers and distributors of Bioxol Lubricants are wants to invest
their money in this company from their profits.

42
4.1.20 THE TABLE IS SHOWING THAT BIOXOL LUBRICANTS WHETHER
FOLLOWING THE “PRODUCT LINE” STRATEGY OR NOT:

Sources Respondents Percentage

No 0 0%
May be No 1 2%
Yes 45 90%
May be Yes 3 6%
Don’t Know 1 2%
Sum 50 100%

 Analysis: From 50 total number of sampling 0% (i.e.0) are saying “No”, 2% (i.e. 1) are
saying “May be No”, 90% (i.e.45) are saying “Yes”, 6% (i.e. 3) are saying “May be
Yes” and 2% (i.e. 1) are saying “Don’t Know”.

Q.20 "Product line" Strategy is following by

the Bioxol Lubricants
50
45
40
35
30
25 "Product line" concept is
20 following by the Bioxol
15 Lubricants
10
5
0
No May be Yes May be Yes Don't Know
know

 Interpretation: As per the analysis it is proved that, the Bioxol Lubricants are
following “Products Line” strategy to capture more customers.

43
4.2 STATISTICAL TOOLS RESULTS:
H0: The association between overall monthly selling of Bioxol Lubricant products and
customers feedback on Bioxol products is insignificant.

Ha: The association between overall monthly selling of Bioxol Lubricant products and
customers feedback on Bioxol products is significant.

Correlations

Q3. What is monthly Q4. What kind of

selling overall positive Feedback of
satisfaction level of Customers for Bioxol
Bioxol Lubricant Products?
Products?

Q3. What is monthly selling overall Pearson Correlation 1 .304*

satisfaction level of Bioxol Lubricant Sig. (2-tailed) .032

Products? N 50 50
*
Q4. What kind of Positive to Pearson Correlation .304 1

Negative Feedback of Customers for Sig. (2-tailed) .032

Bioxol Products? N 50 50

*. Correlation is significant at the 0.05 level (2-tailed).

Interpretation: The correlation between overall monthly selling and Feedback of

customer for Bioxol lubricant products is significant and the significant value is 0.032 with
positive which is less than 0.05. It means there is relation between monthly overall Bioxol
Lubricant products selling satisfaction level and Customer’s feedback on Bioxol Lubricant
products. Overall Monthly selling is increasing when customers are started liking the
products.

44
CHAPTER: 5

SUMMARY OF FINDINGS, SUGGESTION

& CONCLUSION

45
SUMMARY OF FINDINGS

 The overall study is able to find out that the company products are really attracting
the customers.

 This study is able to measure the current ability of the company for taking entry in
large market in future.

 This study is able to find out the relationships between service person and
customers.

 This study is able to find out the future investors availability of the company.

 This study is able to find out that how much company thinks about their customers.

 This study is able to find out the negative feedback availability & and the
percentage of negative feedback about the products from the customers.

 The study is also finding out the customer perception about the company product in
current business situation.

 This study is able to find out the total market control system of company.

46
SUGGESTIONS

 The relationship between Service staff and Customers should be improved.

 The business communication with the all distributors should be developed.

 The company should open a Complain desk for the customers.

 Product promotional activities should be increase to attracting more customers.

 The company should taking entry in a large market, slowly.

 The company should target the local Motor-garage to sampling the products.

 The company should allow all distributors, if they want to invest their profits for
development the business.

47
CONCLUSION

The basic importance behind studying of customers’ preference of products is playing a vital role
in our lives. We are basically spent many times directly in the market place for eating or other
activities. A large amount of additional time we spent in thinking about the products and services
which we wants from the marketers, and also this things discuss with our friends, and also seeing
the advertisements about them.

This paper is depending on some important reviews of finding of recent studies aim at
identifying the changing trends of customer preference sources by the global organization. While
taking decision of this study, it was felt that the findings could reflect the distinct direction and
could give us more precise picture of recent and changing trends of using lots of other sources of
marketing strategy to identify customer preferences across the lubricant markets.

This study discloses the things related to customers preference of Bioxol Lubricants products,
which are only 7 to 8 months old in the selected market. Where various kinds of large and
popular competitors are already had capture biggest area of market across the India.

48
BIBLIOGRAPHY

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ANNEXURE

Questionnaire

 Name:

 Designation:

 Location:

1. Are you only purchasing the Bioxol Product?

 (a) Yes [ ] (b) No [ ]

2. If it is “No” then which other lubricant company’s products you are

purchasing? Mention the company name.

3. As per your monthly selling of the Bioxol Products how much you are
satisfied?

 (a) Extremely dissatisfied [ ]

 (b) Somewhat dissatisfied [ ]
 (c) Neither satisfied nor dissatisfied [ ]
 (d) Somewhat satisfied [ ]
 (e) Extremely satisfied [ ]

4. What kind of feedback about Bioxol Products you are getting from your
customers?

 (a) Extremely negative [ ]

 (b) Somewhat negative [ ]
 (c) Neither positive nor negative [ ]
 (d) Somewhat positive [ ]
 (e) Extremely positive [ ]
5. According to you Bioxol products can be able to compete the other
lubricants companies in future?