Consumers increasing expectations

With growing competition in the petro-retailing sector, todays consumer is becoming more and
more demanding. The emergence of new psychographic segments in petro-retail market bears
the testimony to this fact. A closer look at these segments tells us what exactly a
Consumer is looking for whenever he goes to a fuel station to purchase fuel. He looks forQuality & Quantity assurance
Quick filling and efficient forecourt service
Rewarding loyalty
Premium fuels
Cashless transactions
Non-fuel services

Emergence of non-fuel services as a major activity at retail outlets :

The dismantling of APM has removed the privilege of assured returns from the PSUs and
thus, it has increased pressure on their margins, as to compete with the private players, who are
with deep pockets, it is imperative to make huge investment in the services being offered
at the ROs. Since the base product is same, the differentiating factor would be the non-fuel
services. Also, the changing face of the Indian consumer is one of the main reasons behind the
non-fuel services in petro-retailing. Today, he is looking at a one stop solution to all his needs
buying groceries, withdrawing cash from his bank, making utility payments,
renewing his insurance cover, grabbing a quick bite, obtaining Pollution Under Control
Certification and of course filling fuel in his car. On the other hand the driver on the highways is
seeking a clean and hygienic place to relax and freshen-up, service his vehicle and have a good
meal at the restaurant in the pump.

)Leveraging automation and communication for enhanced offerings

In the wake of the increased customers expectation, in future, retailing of petroleumproducts is
going to be very sophisticated and highly modernized. In the pipeline, there is a slew of
automation infrastructure solutions ranging from integrated point of sale terminals, aggregated
data management system, fuel delivery management and fleet management
systems that help customer self-service, dynamic pricing, network planning, demand forecasting

FACTOR

4. On a scale of 1 to 5, how satisfied are you regarding the service quality associated with each of the
following aspects of Barbeque Nation?

Perception of consumers depends largely on the following factors:Quality

Quantity
Loyalty programs
Tangibles
On-time delivery
Other ammenities
Most preferred company IOCL (survey)
Consumers are confused as they tend to rely more on outward appearance
Consumers also couldnt make up their mind about QnQ across retail outlets
Most people prefer un-branded fuel
Promotional campaigns should be more frequent
Avoid Out of stock situations

https://www.scribd.com/doc/53732613/A-Study-on-Consumer-Behaviour-Towards-Petroleum-RetailOutlets-in-Trichy-City
http://en.wikipedia.org/wiki/Bharat_Petroleum
http://en.wikipedia.org/wiki/Hindustan_Petroleum
http://www.facultyjournal.com/webmaster/upload/__INFORMED%20consumer%20attitude%20paper%
20Sandhya%20Rai.pdf
http://www.slideshare.net/anysh/summer-training-report-indian-oil-corporation-limited
http://en.wikipedia.org/wiki/Indian_Oil_Corporation
http://www.nacsonline.com/MAGAZINE/PASTISSUES/2012/march2012/Pages/Feature1.aspx
http://en.wikipedia.org/wiki/Petrol_stations_in_India