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Project Report on

“A STUDY ON CUSTOMER SATISFACTION”

AT BHARAT GAS, RAIBAG.

BY

SUHEL MULLA

USN: 2VT19MBA38

Submitted to

VISVESVARAYA TECHNOLOGICAL UNIVERSITY, BELAGAVI

In partial fulfillment of the requirement for the award of the degree of

MASTER OF BUSINESS ADMINISTRATION

Under the guidance of

INTERNAL GUIDE EXTERNAL GUIDE

Dr. VIJAY DHANNUR Mr. FARUK MOMIN

Associate Professor

Department of MBA

VISVESVARAYA TECHNOLOGY UNIVERSITY

Jnana Sangama, Machhe Belagavi

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(2019-2021)

VISVESVARAYA TECHNOLOGICAL UNIVERSITY

‘Jnana Sangama’ BELAGAVI-590018

DEPARTMENT OF MANAGEMENT OF STUDIES

CERTIFICATE

This is to certify that Mr. SUHEL MULLA bearing USN: 2VT19MBA38, is a bonafide student of
Master of Business Administration course of the Department of Management Studies VTU,
Belagavi, affiliated to Visvesvaraya Technological University, Belagavi. Project Report on “A
STUDY ON CUSTOMER SATISFACTION” is prepared by him under the guidance of Dr.
Vijay Dhannur, in partial fulfillment of the requirements for the award of the degree of Master of
Business Administration of Visvesvaraya Technological University, Belagavi, Karnataka.

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DECLARATION

I, SUHEL MULLA hereby declare that the Project report entitled “A STUDY ON CUSTOMER
SATISFACTION” with reference to “Bharat Gas, Raibag” prepared by me under the guidance
of Dr. Vijay Dhannur, faculty of M.B.A Department, Visvesvaraya Technological University,
Belagavi and external assistance by Mr. Faruk Momin, owner of Bharat Gas Raibag. I also
declare that this Project work is towards the partial fulfillment of the university

Regulations for the award of degree of Master of Business Administration by Visvesvaraya

Technological University, Belgaum. I have undergone a summer project for a period of Six weeks.
I further declare that this Project is based on the original study undertaken by me and has not been
submitted for the award of any degree/diploma from any other University/Institution.

Place: Signature of the Student

Date:

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ACKNOWLEDGEMENT

It is indeed my pleasure to acknowledge the various contribution of those who have helped with the
study of this project and preparation of the report.

I would like to convey my sincere gratitude and thank Mr. Faruk Momin, for granting permission
to conduct this project study at Bharat gas.

I also thank all the staff and other member of Bharat gas Raibag.

I would like to express my gratitude to our Chairman, Department Of Management Of Studies and
internal guide Dr. Vijay Dhannur and the staff of our university for encouraging in studying and
preparing this report.

Place: Suhel Mulla

Date:

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Table of Contents

Executive Summary.............................................................................................................................7

Chapter1: Introduction.........................................................................................................................8

Industry profile:................................................................................................................................8

Company profile:..............................................................................................................................8

Vision and Mission...........................................................................................................................9

Bharat Gas Raibag Organization Structure....................................................................................10

Chapter2 : Conceptual Literature Background And Review.............................................................20

Theoretical background of the study..............................................................................................20

Literature review:...........................................................................................................................21

Chapter3: Research Design................................................................................................................25

Chapter4: Analyses and Interpretation...........................................................................................27

Chapter5 : Findings, Conclusion and Suggestions.............................................................................43

Findings:.........................................................................................................................................43

Conclusion......................................................................................................................................45

Suggestion:.....................................................................................................................................46

Bibliography...................................................................................................................................47

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EXECUTIVE SUMMARY

Project report on “A study on customer satisfaction at Bharat Gas Raibag”. Before internship there
are many questions in mind and internship helped to clear all those questions and doubts. To know
the satisfaction level of customers towards this gas agency, to learning the level of customer
satisfaction, to understand the various factors which give customer satisfaction after the buying of
their gas cylinder, to assess the reasonable period taken to delivery service at Raibag. To understand
about Bharat gas agency and their products with regard to the specific customer opinion, to assess
the satisfaction of the customer towards Bharat gas.

The marvelous evolution in Indian living standards the development gas cylinder market. As of
now more and more and more organizations are getting into the Indian market with progressive
technology. They gave equal important to ease to access, safety, design, performance and
durability. Bharat gas is able to compete with them in all these fields and it has a good and reliable
brand image in the mind of the customer.

The main purpose of the study is to understand the attitude and satisfaction of consumer towards
after sales and service of Bharat gas Raibag agency which will help the company for better
marketing strategy to rendered good services and satisfy the needs of the customer. The study will
help the company to make proper strategy and emphasize on weaker areas.

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Chapter1: Introduction

Industry profile:

The present scenario in LPG industry there are many opportunities for LPG to help contribute to
improved living standards. LPG is known to be the most useful and effective energy alternative for
domestic as well as industrial use. The fact that it is offer versatile usage at lower and
comparatively efficient cost then other energy sources, greatly increases the demand among people.
LPG is subsidized by the government in India. Increases in LPG prices has been a politically
sensitive matter in India customer oriented market should make sure that there is good computation
in the market between different companies like BPCL,HPC,IOC and Reliance etc. Time has
become major talk of the town therefore the people give utmost priority to those gas industries
which produces varieties of gas with prices, services etc., which have been exerting influence on
the playing decision of the consumer.

Company profile:

LPG as a household cooking fuel was introduced by erstwhile Burmah Shell under the brand name
Burshane in mid-1955. The journey of LPG as a domestic fuel continued with Burmah Shell until
the Government nationalized the Company Burmah Shell to become Bharat Petroleum. Bharat gas
from Bharat Petroleum has dominated the LP Gas market in India for as long as three decades. It
was indeed a great challenge for Bharat gas to replace Burshane as a brand name since Burshane
had become a generic name in our country for LPG. Bharat Petroleum's inspiration to meet every
challenge drove them to work towards establishing Bharat gas as a major dominant brand. This was
in recognition of the need to provide the housewife of household shopping for low involvement
products; the “Beyond LPG” initiative was launched to provide value to the customers. This
involved the Organization entering into corporate tie-ups with reputed brands and making available
through the distributorship network FMCG as well as home appliances and kitchenware at
attractive discounts - all home delivered to the consumers. The initiative soon gathered a huge
momentum and became a successful business model providing value not only to the consumers but

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the network and as well as the Partner Companies. For Bharat Petroleum it was another successful
business venture within 5 years with the involvement of more than 25% of the distributors willingly
participating in the business and setting up. Bharat gas Shoppes with attractive display of product
creating a attractive and comfortable shopping environment a far cry from the typical showroom of
an LPG distributor.

Company (Agency) Profile

Bharat Gas Raibag:

Proprietor Mr. Faruk Momin

Established May 1993

Investment 20 Lakhs

Turnover (2019-20) 8 Cr

Delivery Team 18 Delivery boys.

Support Staff 10

Vehicles 12

Vision and Mission

Vision

To be the largest distributer of Gas cylinders and its Products in Raibag taluka.

Mission

To overcome all the difficulties to become the best gas outlet in Raibag.

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Bharat Gas Raibag Organization Structure

Bharta gas
Raibag

Human
Service Marketing Finance Store
Resource
Department Department Department Department
Department

Delivery Boys Salesman Store Keeper

Product Profile:

Fig 1: 19kg gas cylinder

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Figure 2: 14.2 kg gas cylinder.

Figure 3: 5kg gas cylinder

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Figure 4: 3 burner gas stove.

Figure 5: Heavy duty burner

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Figure 6: Pressure hose with pipe

Figure7: Kitchen quick lighter

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Figure 8: Kitchen gas lighter

Figure 9: Gas burner

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Figure 10: Portable gas stove

Figure 11: Gas geyser.

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Figure 12: Kitchen Chimney

Figure 13: Gas stove burner pipe

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Figure 14: Burner cook top

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Area of Operation

Bharat gas Raibag is a retail outlet at Raibag which distributes various gas related products of
brands such as greenchef, Bharat gas etc.

At Bharat Gas Raibag order taking and bill collection is done online, some customers gives their
order over phone, IVRS, WhatsApp etc. When order is placed, the bill is generated the
delivery/supply of products will be done next day. Bharat Gas Raibag both advance payment and
pay on delivery.

Bharat Gas Raibag maintains good number of customers, it gets the stocks of cylinders before the
completion of prior order. The orders are given on cell phone itself.

Infrastructure facilities

Bharat Gas Raibag has the good infrastructure facilities. They have good lighting in the
organization, a huge godown of area 812 m2 the good looking office area for manager as well as
for visitors, account department, logistics they also have the parking facilities, and also anti fire
accidents measures are setup. This also include a small garden Infront of the office.

Competitors

1. HP gas Harugeri.

2. Indian oil Ugar.

[Link] gas Raibag.

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SWOT Analysis

Strength:

 Quality and customized products.

 Strong customer relation management.
 Large number of delivery boys.
 Promoting circulation and safety.
 Strong brand image.

Weakness:

 The process takes about 24 to 48 hours to complete.

 Not being able to adopted to latest trends (such as gas pipe line).

Opportunities
 Huge market available.
 Increase of purchasing power of customers there by increase in demand.
 Rapidly growing rural market.

Threats

 Number of players have started entering in this domain.

 Privatization is going to play a critical role.
 Shift towards new trends such as electric induction etc.

Future growth

Middle – class population in the country is expanding rapidly, Indian companies should constantly
reinvent themselves to capture the opportunities the change in the consumption cycle present.

Variety of consideration are an essential part of our sustainable business development plan and key
to building organization. In organization we refer as winning balance.

Quite a huge scope is the outlet have started adopting to latest trends in their own field.

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Chapter2 : Conceptual Literature Background And Review

Theoretical background of the study

Customer Satisfaction:

Customer satisfaction is defined as a measurement that determines how happy customers are with a
company’s products, services, and capabilities. Customer satisfaction information, including
surveys and ratings, can help a company determine how to best improve or changes its products and
services.

An organization’s main focus must be to satisfy its customers. This applies to industrial firms, retail
and wholesale businesses, government bodies, service companies, nonprofit organizations, and
every subgroup within an organization.

The following are the importance of customer satisfaction:

It’s a leading indicator of consumer repurchase intentions and loyalty:

Customer satisfaction is the best indicator of how likely a customer will make a purchase in the
future. Asking customers to rate their satisfaction on a scale of 1-10 is a good way to see if they
will become repeat customers or even advocates.
It’s a point of differentiation:
In a competitive marketplace where businesses compete for customers; customer satisfaction is
seen as a key differentiator. Businesses who succeed in these cut-throat environments are the ones
that make customer satisfaction a key element of their business strategy.
It reduces customer churn:
An Accenture global customer satisfaction report (2008) found that price is not the main reason for
customer churn; it is actually due to the overall poor quality of customer service.
Customer satisfaction is the metric you can use to reduce customer churn. By measuring and
tracking customer satisfaction you can put new processes in place to increase the overall quality of
your customer service.
It increases customer lifetime value: A study found that a ‘totally satisfied customer’ contributes
2.6 times more revenue than a ‘somewhat satisfied customer’. Furthermore, a ‘totally satisfied
customer’ contributes 14 times more revenue than a ‘somewhat dissatisfied customer’.
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Satisfaction plays a significant role in how much revenue a customer generates for your business.
Successful businesses understand the importance of customer lifetime value (CLV). If you increase
CLV, you increase the returns on your marketing dollar.
It reduces negative word of mouth
McKinsey found that an unhappy customer tells between 9-15 people about their experience. In
fact, 13% of unhappy customers tell over 20 people about their experience.
That’s a lot of negative word of mouth.
Customer satisfaction is tightly linked to revenue and repeat purchases. What often gets forgotten is
how customer satisfaction negatively impacts your business. It’s one thing to lose a customer
because they were unhappy. It’s another thing completely to lose 20 customers because of some
bad word of mouth.
To eliminate bad word of mouth you need to measure customer satisfaction on an ongoing basis.
Tracking changes in satisfaction will help you identify if customers are actually happy with your
product or service.
It’s cheaper to retain customers than acquire new ones:
This is probably the most publicized customer satisfaction statistic out there. It costs six to seven
times more to acquire new customers than it does to retain existing customers.

Literature review:

Bhatnagar (2000). In the findings of the author has inspected that the consumers satisfaction
many time influenced by the availability of consumer goods and services,the delivery of
quality buyers goods and service has established a major concern of all trades. Consumer
satisfaction is typically known as a post-consumption finding judgment concerning an exact
goods or service.

Bousch & Homer (1988). In this findings Author designed about the trustworthy buyers
satisfaction. True customers are those who buys same brand goods in their shopping
everytime. They never bothered about the value because they knew about quality will be
maintained according to the price of the product. A faithful customer is more important than
10 new customers to the company.

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Linkages Between Service Quality, Customer Satisfaction and Customer Loyalty: A

Literature Review. Source: IUP Journal of Marketing Management . Nov2018, Vol. 17
Issue 4, p30-53 24p. Author(s): Arora, Priyanka; Narula, Sarang.

Hanley S, Leahy R (2008). The effectiveness of relationship marketing strategies in

department stores. Int. J. Bus. Manage.

GJRA-Golbal journal for research anaysis vol-4 issue-5 may 2015* ISSN No 2277-8160
customers's attitude towards distribution pattern of liquified petroleum gas (LPG). HOD of
commerce & Mrs. Priya, [Link] Scholar SFR College for women, sivakasi, Tamilnadu.

The marketing methodology, as one of four parts of publishing complex, is a resolute kind
of advancing which incorporates each one of the decision about movement of thing to the
consumers. (Kotler and Keller, 2009).

Khaligh, A., Miremadi, A., and Aminilari, M. (2012). The Impact of eCRM on Loyalty and
Retention of Customers in Iranian Telecommunication Sector. International Journal of
Business Management, Vol. 7, No. 2, pp: 150-162.

Wang, Y., Lo, H. P., (2004). An integrated framework for customer value and customer-
relationship management performance: a customer-based., perspective from China.
Managing Service Quality, 14:2/3, 169-182.

Bowen, J. T. & Chen, S. L. (2001). The Relationship Between Customer Loyalty and
Customer Satisfaction, International Journal of Contemporary Hospitality Management, pp.
213-217.

Stauss, B., & Neuhaus, P. (1997). The qualitative satisfaction model. International Journal
of Service Industry Management.

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Grigoroudis, E., & Siskos, Y. (2002). Preference disaggregation for measuring and
analysing customer satisfaction: The MUSA method. European Journal of Operational
Research.

Fornell, C., Mithas, S., Morgeson, F., & Krishnan, M. (2006). Customer Satisfaction And
Stock Prices: High Returns, Low Risk. Journal of Marketing

Csikszentmihalyi (2000). In this findings of the author inspected that there are a connection
between brand structure and the consumer satisfaction about the product. It is agreed
because if the grade of consumer increase, the brand price increase and the degree of
consumer satisfaction reduce then usually brand value will reduce. It is related to each other.

Torkzadeh & Dillion (2010). The book exposes the main subjects in customer law and
summarizes the standards governing and they have also reflected the rules of governing
customer contacts and policies minimizing these rules

Consumer loyalty is characterized as the person’s view of the execution of the items or
administrations in connection to his or her desire. (Schiffman and Karun, 2004)

Barboza, G., & Roth, K. (2009). Understanding customers' revealed satisfaction

preferences: An order profit model for credit unions. Journal of Financial Services
Marketing).

Thathoo Rahul & Kacheria Rahil (2007). In this study the author has Studied argued that
now a days businesses hope to reach profitability more quickly, and faster way to reach
universal brand awareness is through online channels.

Cronin, J.J., Brady, M.K., Hult, T.M.G. (2000), "Assessing the effects of quality, value, and
customer satisfaction on consumer behavioral intentions in service encounters", Journal of
Retailing.

Faed, A. (2010). A conceptual framework for E-loyalty in Digital Business Environment.4th

IEEE DEST, pp:[Link] R., Kadam R. (2002). E-CRM Web service attributes as

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determinants of customer satisfaction with retail Web [Link] Journal of Service

Industry Management.

Thathoo Rahul & Kacheria Rahil (2007). In this study the author has Studied argued that
now a days businesses hope to reach profitability more quickly, and faster way to reach
universal brand awareness is through online channels.

Customer Satisfaction and Loyalty: A Literature Review in the Perspective of Customer

Relationship Management Choi Sang Long* and Raha Khalafinezhad

Customer Satisfaction and Behavioral Intentions in Tourism: A Literature Review Wayan

Ardani, Ketut Rahyuda, Gusti Ayu Ketut Giantari, Putu Gde Sukaatmadja.

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Chapter3: Research Design

Statement of the problem:

A Study on “CUSTOMER SATISFACTION AT BHARAT GAS RAIBAG”.

The topic is designed to improve customer satisfaction towards product and services at Bharat gas
Raibag. The research is also directed towards finding various factors causing satisfaction and
dissatisfaction towards the various services rendered by BHARAT GAS RAIBAG. How can
company could improve its marketing strategies to improve the customer satisfaction level.

Need for the study:

 The study determines strategies adopted by Bharat Gas Raibag Distributors and its impact
on customer satisfaction.
 The study helps to build relationship with customers and to minimize communication gap.
 The study helps to understand how the agency manages organization structure.
 The study helps to know how strong the agency has relationship with the customers.
 It helps to determine the post-purchase feedback of buyer to improve the delivery and
service of the product.
 The study helps to know the key decision taken by the agency.

Objective of the study:

1. To understand the process of customer satisfaction.

2. To know the level of the buyer satisfaction.
3. To determine the effectiveness of key successive factors of customer satisfaction.
4. To know about Bharat gas Raibag with regards in the specified customer view.

Scope of the study:

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 To know how they build a strong relationship with customers.

 To know the strength, weakness, opportunities, threats, of a Bharat gas Raibag.
 To know the key decision taken by the Bharat gas Raibag to expand their business and gain
profit.
 To understand how a customer satisfaction relates with growth of the company.

Research methodology:

1. Primary Data: The data has been collected from retailers through a structured questionnaire.
2. Secondary Data: Secondary data refers to data which is collected through internet, books,
articles, and journals.

Sampling Design:

 Population: The population of the research are general public.

 Sample Size: The sample size is consisting of 100 respondents.
 Sampling Method: Simple Random Sampling method is used.
 Analysis Tool: MS Excel
 Survey Method: Questionnaire method is used in survey method by adopting google forms.

Limitation of the study:

Limitation are the short coming in the study which we face during the project

 The study is expected to complete by the certain time.

 The responses are limited in the research.

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Chapter4: Analyses and Interpretation

Q1. How did you cook the food before purchasing a gas?

Electric coil. 12.50%

Kerosene stove. 29.17%

Wood fire. 58.33%

Table.1. Responses for Q1.

How would you cook the food before purchasing a gas?

70.00%

60.00%
58.33%
50.00%

40.00%

30.00%
29.17%
20.00%

10.00% 12.50%

0.00%
1 0.00%

Electric coil. Kerosen stove. Wood fire. Series4

Analysis and Interpretation:

The above chart shows that most of the respondents (58.3%) used wooden fire before adopting for
a gas cylinder. About 29% of the respondents used kerosene stove and 12.5% of respondents used
electric coil.

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Q2. Which Company Gas do you prefer?

Bharat gas 66.67%

Go gas 2.22%

HP gas 31.11%

Indian oil. 6.67%

Table.2. Responses of Q2.

Which Company Gas do you prefer?

80.00%

70.00%

60.00%

50.00%

40.00%

30.00%

20.00%

10.00%

0.00%
1

Bharat gas Go gas HP gas Indian

Analysis and Interpretation:

The above analysis shows that many of the 66.67% respondents prefer Bharat Gas. It suggests that
the Bharat Gas Raibag has very poor competitors in Raibag. The next biggest competitor is the HP
gas from Harugeri 31.11% prefer [Link] gas and Indian oil are preferred 2.22% and 6.67%
respectively.

Q3. How many Cylinders do you avail at once in total ?

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2 Cylinders 56.72%

1 Cylinders 43.28%
Table.3. Response of Q3

How many Cylinders do you avail at once in total ?

60.00%

50.00%

40.00%

30.00%

20.00%

10.00%

0.00%
1

2 Cylinders 1 Cylinders

Analysis and Interpretation:

The above analysis shows that nearly 57.72% of consumers usually avail two cylinders and 43.28
of consumers usually avail one cylinders at a time. There may be pre filled or a backup cylinder
available with the consumer.

Q4. How often do you Refill your Cylinder?

20 to 30 days 27.66%

30 to 45 days 51.06%

45 to 60 days 21.28%

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More than 120 days 2.13%

Table.4. Response of Q4

How often do you Refill your Cylinder ?

60.00%

50.00%

40.00%

30.00%

20.00%

10.00%

0.00%
1

20 to 30 days 30 to 45 days 45 to 60 days More than 120 days

Analysis and Interpretation:

The above survey shows that most of the consumers (51%) avail a cylinder once in every 30 to 45
days. Nearly 28% of consumers avail cylinder every 20 to 30 days. But only 21% of consumers
avail once on every 45 to 60 days. Thus we can conclude that a cylinder is consumed every month
or so.

Q5. Which mode of booking do you avail to Book a Cylinder?

IVRS 4.55%

Online booking. 36.36%

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SMS 59.09%

Visiting the agency. 9.09%

Table.5. Response of Q5.

Which mode of booking do you avail to Book a Cylinder?

70.00%

60.00%

50.00%

40.00%

30.00%

20.00%

10.00%

0.00%
1

IVRS Online booking. SMS Visiting the agency.

Analysis and Interpretation:

The above survey clearly states that most of the respondents 59.09% book their cylinder through
SMS service. 36.36% of respondents book online. Very few respondents 4.55% visit or use IVRS
for booking a cylinder. At present online booking is at boom. Thus, agency needs to focus on online
mode of booking.

Q6. In how many days does the dealer deliver your Cylinder?

1 day 14.58%

2 to 3 days 56.25%

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More than 3 days 29.17%

Table.6. Response of Q6

In how many days does the dealer deliver your Cylinder ?

60.00%

50.00%

40.00%

30.00%

20.00%

10.00%

0.00%
1

1 day 2 to 3 days More than 3 days

Analysis and Interpretation:

The above survey shows 56.25% the cylinder is delivered in between 2 to 3 days. 14.58% the
delivery within a day. And the rest 29.17% the delivery takes more than 3 days. Delivery process of
gas cylinders needs to be improvised. There is a huge time loss in order transaction.

Q7. Where do the delivery men delivers the Cylinder?

Kitchen 18.75%

Outdoors 70.83%

Store room 10.42%

Table.7. Response of Q7

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Where do the delivery men delivers the Cylinder ?

80.00%

70.00%

60.00%

50.00%

40.00%

30.00%

20.00%

10.00%

0.00%
1

Kitchen Outdoors Store room

Analysis and Interpretation:

As per the survey 70.83% of the delivery boys deliver cylinder outdoors while 18.75% in the
kitchen and 10.42% in the store room. To impress the consumer and best service cylinders must be
delivered to kitchen or wherever required. That shows care for the customer.

Q8. Do you Confirms the Weight of Cylinder at the time of delivery?

Maybe 20.83%

No 60.42%

Yes 18.75%
Table.4. Response of Q8

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Do you Confirms the Weight of Cylinder at the time of de-

livery?
70.00%

60.00%

50.00%

40.00%

30.00%

20.00%

10.00%

0.00%
1

Maybe No Yes

Analysis and Interpretation:

The above analysis shows that 60.42 of customers do not confirm the weight which is very
irresponsible and only 18.75% of customers confirm the weight of cylinder. But most of the
customers do not have weighing machines at their homes thus weighing is quite unnatural thing.

Q9. Does the Cylinders deliver to you are best in its appearance and quantity?

No 10.42%

Yes 89.58%

Not sure 0.00%

Table.9. Response of Q9

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Does the Cylinders delivered to you is best in its ap-

pearance and quantity?
100.00%
90.00%
80.00%
70.00%
60.00%
50.00%
40.00%
30.00%
20.00%
10.00%
0.00%
1

No Yes

Analysis and Interpretation:

From the above analysis it is found that 59.58% of cylinders are best in appearance while 10.42%
are not. This helps in showing cleanness to customer and attract towards the agency.

Q10. What is the additional fee charged by the delivery men (in rupees)?

0 9.09%

10 36.36%

20 to 30 54.55%

31 to 40 4.55%
Table.10. Response of Q10.

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What is the additional fee charged by the delivery men(in

rupees) ?
60.00%

50.00%

40.00%

30.00%

20.00%

10.00%

0.00%
1

Rs. 0 10 20 to 30 31 to 40

Analysis and Interpretation:

As per the survey 54.55% of the delivery boys charge Rs 20 to Rs 30 while 36.36% charge Rs10
and 4.55% charge Rs30 or more. It is also observed that 9.09% of deliveries are not charged. As per
rules if gas cylinder is delivered in a range of 5kms then its not advisable to charge any fee. It’s the
customers job to pay then the right amount as per rules.

Q11. What’s the response time of technician in case of Leakage?

10 minutes 25.00%

10 to 30 minutes 37.50%

More than 30 minutes 37.50%

Table.11. Response of Q11.

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Whats the response time of technician in case of Leakage ?

40.00%

35.00%

30.00%

25.00%

20.00%

15.00%

10.00%

5.00%

0.00%
1

10 minutes 10 to 30 minutes More than 30 minutes

Analysis and Interpretation:

As per the above analysis 37.5% of the respondents responded that the response time of technical
case is either 30 min and more than 30 min while in 25% of cases it take less than 10 minutes. This
shows that the agency cares for its customers.

Q12. How often does agency conduct mandatory inspection?

1 year 3.33%

2 years 33.33%

3 years 20.00%

More than 3 years 43.33%

Table.12. Response of Q12.

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How often does agency conduct mandatory inspection ?

50.00%
45.00%
40.00%
35.00%
30.00%
25.00%
20.00%
15.00%
10.00%
5.00%
0.00%
1

1 year 2 years 3 years More than 3 years

Analysis and Interpretation:

As per rules the mandatory inspection must be conducted every year. But there is a huge negligence
from the agency.33.33% of respondents say that the inspection is conducted every 2 years or more
than that while 20% respondents say that inspection is conducted every 3 years and 43.33% of
respondents say that inspection takes more than 3 years.

Q13. How do you rate overall Performance of Bharat Gas Agency?

1
Very poor 4.17%
2
Poor 2.08%
3
Satisfactory 25.00%
4
Good 37.50%
5
Very good 31.25%
Table.13. Response of Q13.

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How do you rate overall Performance of Bharat Gas

Agency?
40.00%

35.00%

30.00%

25.00%

20.00%

15.00%

10.00%

5.00%

0.00%
1 2 3 4 5

Analysis and Interpretation:

The survey shows Bharat gas Raibag is doing very well overall. But there is always scope for
improvement. About 37.05% of respondents have opted 3 points i.e. good while 31.25 have opted
very good and 25% of respondents are satisfied.2.08% say the performance poor while 4.17% say
its very poor .or less out of the five. Thus, it has to improve is aspects which its lagging behind.

Q14. Would you think of migrating to a new gas agency if allotted in the town?

No 33.33%

Not sure 37.50%

Yes 29.17%
Table.14. Response of Q14.

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Would you think of migrating to a new gas agency if allot-

ted in the town?
40.00%

35.00%

30.00%

25.00%

20.00%

15.00%

10.00%

5.00%

0.00%
1

No Not sure Yes

Analysis and Interpretation:

According to the above analysis there is a mixed review. 33% of respondents don’t want to move to
a new agency while 37% are not sure about it. 29% of them want to move to a new agency.

Q15. How is the response from of customer care center?

1
Very poor 12.50%
2
Poor 0.00%
3
Satisfactory 20.83%
4
Good 39.58%
5
Very good 27.08%
Table.15. Response of Q15.

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Response from of customer care center.

45.00%
40.00%
35.00%
30.00%
25.00%
20.00%
15.00%
10.00%
5.00%
0.00%
1 2 3 4 5

Analysis and Interpretation:

According to the above 39.58% customers are quite happy while 27.08% the customer say its very
good to have customer care 20.83% of customers are just satisfied. But there are 12.5% of
respondents who are not happy with the care. That’s a huge number needed to be improved.

Q16. Providing adequate knowledge about the gas cylinder.

1
Very poor 8.33%
2
Poor 8.33%
3
Satisfactory 20.83%
4
Good 29.17%
5
Very good 33.33%
Table.16. Response of Q16.

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Providing adequate knowledge about the gas cylinder.

35.00%

30.00%

25.00%

20.00%

15.00%

10.00%

5.00%

0.00%
1 2 3 4 5

Analysis and Interpretation:

According to the above analysis adequate knowledge is provided to 33.33% respondents and
29.17% of customers are very happy and 20.83% are satisfied. Nearly 16.66% of the respondents
are not quite happy with the knowledge provided.

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Chapter5 : Findings, Conclusion and Suggestions

Findings:
1. For the first question of the survey shows that most of the respondents (58.3%) used
wooden fire before adopting for a gas cylinder. About 29% of the respondents used
kerosene stove and 12.5% of respondents used electric coil.

2. The second question in the survey states that most of the respondents use Bharat Gas in
Raibag. This shows the dominance of the agency in their locality.

3. The third question of the survey that nearly 57.72% of consumers usually avail two
cylinders and 43.28 of consumers usually avail one cylinders at a time. There may be pre
filled or a backup cylinder available with the consumer.

4. .For the fourth question of the survey shows that 51% avail a cylinder once in every 30 to
45 days. Nearly 28% of consumers avail cylinder every 20 to 30 days. But only 21% of
consumers avail once on every 45 to 60 days. Thus we can conclude that a cylinder is
consumed every month or so.

5. For the fifth question of the survey, we have found the respondents 59.09% book their
cylinder through SMS service. 36.36% of respondents book online. Very few respondents
4.55% visit or use IVRS for booking a cylinder. At present online booking is at boom. Thus,
agency needs to focus on online mode of booking.

6. For the sixth question of the survey, we have found that shows 56.25% the cylinder is
delivered in between 2 to 3 days. 14.58% the delivery within a day. And the rest 29.17% the
delivery takes more than 3 days. Delivery process of gas cylinders needs to be improvised.
There is a huge time loss in order transaction.

7. For the seventh question of the survey 70.83% of the delivery boys deliver cylinder
outdoors while 18.75% in the kitchen and 10.42% in the store room. To impress the

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consumer and best service cylinders must be delivered to kitchen or wherever required. That
shows care for the customer.

8. From the above analysis it is found for the eighth question of the survey that 60.42 of
customers do not confirm the weight which is very irresponsible and only 18.75% of
customers confirm the weight of cylinder. But most of the customers do not have weighing
machines at their homes thus weighing is quite unnatural thing.

9. For the nineth question of the survey, we have found that 59.58% of cylinders are best in
appearance while 10.42% are not. This helps in showing cleanness to customer and attract
towards the agency.

10. For the tenth question of the survey, As per the survey 54.55% of the delivery boys charge
Rs 20 to Rs 30 while 36.36% charge Rs10 and 4.55% charge Rs30 or more. It is also
observed that 9.09% of deliveries are not charged. As per rules if gas cylinder is delivered in
a range of 5kms then its not advisable to charge any fee. It’s the customers job to pay then
the right amount as per rules.

11. For the eleventh question of the survey, 37.5% of the respondents responded that the
response time of technical case is either 30 min and more than 30 min while in 25% of cases
it take less than 10 minutes. This shows that the agency cares for its customers.

12. For the twelve question of the survey, 33.33% of respondents say that the inspection is
conducted every 2 years or more than that while 20% respondents say that inspection is
conducted every 3 years and 43.33% of respondents say that inspection takes more than 3
years.

13. For the thirteenth question of the survey, it shows 37.05% of respondents have opted 3
points i.e. good while 31.25 have opted very good and 25% of respondents are
satisfied.2.08% say the performance poor while 4.17% say its very poor .or less out of the
five. Thus, it has to improve is aspects which its lagging behind.

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14. For the fourteenth question of the survey, there is a mixed review. 33% of respondents don’t
want to move to a new agency while 37% are not sure about it. 29% of them want to move
to a new agency.

15. For the fifteenth question of the survey, 39.58% customers are quite happy while 27.08%
the customer say its very good to have customer care 20.83% of customers are just satisfied.
But there are 12.5% of respondents who are not happy with the care. That’s a huge number
needed to be improved.

16. For the sixteenth question of the survey, adequate knowledge is provided to 33.33%
respondents and 29.17% of customers are very happy and 20.83% are satisfied. Nearly
16.66% of the respondents are not quite happy with the knowledge provided.

Conclusion

After conducting the survey and collecting all the data we have come to know that most of the
customers are happy with the services given by the Bharat Gas Raibag and the customers are happy
satisfied.

The agency provides good customer care service although there are some customers who want
some more facilities. Bharat Gas Raibag have captured good market and their delivery boys are
doing their job very well, they visit the customer very often, they provide all information.

Gas cylinders being fixed price there is no discount provided for the customer. There is also
replacement and insurance available with the gas cylinder. The product pricing is also favorable to
customers as mainly government fixes those prices, they deliver the products at correct time, also
give them good support and solve their problems very quick.

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Suggestion:
1. The agency hasn’t adopted any major advertising or promotion to educate public about their
agency of the gas cylinder.

2. The agency must use latest bill paying methods such as mobile wallets to get benefits from
various apps offers.

3. Table.7 shows that 56.25% of the deliveries take place after 24hours. The agency must
adopt fast track delivery service where a gas cylinder can be adopted in around 4 to 6 hours.

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Bibliography

 DAILEY & FMI (2000). The temporal context of product involvement. A journal of Journal
of Consumer Research.12(5). p 280-285.
 [Link]
 [Link]
 [Link]
 MCGRAW HILL (1999). Relationship Marketing: the strategy continuum. Journal of the
Academy of Marketing Science.67(5). p 252-254

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Annexure:

Questionnaire

Dear Sir/Madam

I Suhel Mulla, currently pursuing MBA at Visvesvaraya Technological University,

Belagavi. As a part of curriculum study towards fulfillment of MBA degree under VTU, I have
undertaken research project on “A STUDY CUSTOMER SATISFACTION AT BHARAT GAS
RAIBAG”.

This questionnaire has been developed for research purpose and it is meant solely for academic use.
You are request to kindly support me by filling the same.

Email of the respondent ____________________________________________

Please rate how you Strongly agree or Disagree with each one of the following statements by
placing a check mark in the suitable box.

1. How would you cook the food before purchasing a gas?

2. Which Company Gas do you prefer?

3. How many Cylinders do you avail at once in total?

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4. How often do you Refill your Cylinder?

5. Which mode of booking do you avail to Book a Cylinder?

6. In how many days does the dealer deliver your Cylinder?

7. Where do the delivery men delivers the Cylinder?

8. Do you Confirms the Weight of Cylinder at the time of delivery?

9. Does the Cylinders deliver to you is best in its appearance and quantity?

10. What is the additional fee charged by the delivery men?

11. What’s the response time of technician in case of Leakage?

12. How often does agency conduct mandatory inspection?

13. How do you rate overall Performance of Bharat Gas Agency?

14. Would you think of migrating to a new gas agency if allotted in the town?

15. Availability of customer care center.

16. Providing adequate knowledge about the gas cylinder.

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