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INTRODUCTION TO CUSTOMER SATISFACTION

Whether the buyer is satisfied after purchase depend on the offers performance inrelation to the buyer
expectation. In general satisfaction is a person's feelings of pleasure or disappointment resulting from
comparing a products perceived performance relation to his/her expectations. If the performance falls
short of expectation, the customer is dissatisfied. If the performance matches the expectationcustomer is
satisfied. If the performance exceeds the expectation the customer ishighly satisfied.Customer satisfaction
cannot be very difficult. After all you either satisfied with theservices you receive
or you are not. If you dont you are not. If it is that easy, thenobtaining people's opinion about how
satisfied they are with relatively straightforward matter- or is it?. Customer satisfaction is a marketing tool
and a definite valueaddad benefit. It is often perceived by customers as important as the primary
productor service your organisation offers.It looks at what is involved from 3 different angles, the first is
from the view of anorganisation wishing to understand, and measures, how satisfied its customer are
withthe products and services they receive from it. The second is from the perspective of aresearch
agency that has been asked to obtain feedback from customers and abouttheir experiences when dealing
with companies. Finally it considers the issue from the perspective of consumers who participate
in surveys, including both businesscustomers and members of general public

MEANING OF CUSTOMER SATISFICATION
Customer satisfaction is a business term, is a measure of how products and servicessupplied by a
company meet or surpass customer expectation. It is seen as a key performance indicator within business
and part of the four prospective of balancedscore card.IN a competitive market place were businesses
compete for customers, customer satisfaction is seen as a key differentiator and increasingly has become a
key elementof business strategy customer satisfaction drives successful private sector business.High
performing businesses have developed principles and strategies for achievingcustomer satisfaction. This
paper presents a framework or set of ideas for usingcustomer satisfaction principles and strategies to
improve the quality responsiveness,and possibility of public sector privately provided services in
vulnerable communities.The framework suggested that resident who live in tough neighbourhoods can
besupported through customer satisfaction strategies to become empowered individuals






CHAPTER 6 FINDINGS This chapter emphasizes on the findings and suggestions of marketing strategies
at Bharat Petroleum Corporation Ltd. 6.1 FINDINGS: HSSE (Health, Safety, Security and Environment) is
considered as topmost priority at BPCL. They (BPCL) spend almost 60% of their cost into Safety.
(Including security). Price is one of the important parameter for the industries based upon which they
decide for buying any Petrol or LPG based product. The important parameter selected by the retailers
for selecting a particular brand for the purpose of selling is based on demand. LPG sector has introduced
many technological reforms which is highly beneficial for the country. BPCL share excellent relationships
with the consumers and also have good tie-ups with other industries. BPCL keeps their employees
motivated applying various strategies. With the introduction of SAP which plays a vital role in day to day
operations like proper accounting of day to day sales, conduct analysis & fund availability at any
movement of time is a great help.
68 6.2 SUGGESTIONS: After doing the analysis of study I came across a number of suggestions. Bharat
Petroleum is facing number of problems in the market due to other companies. But as India has a huge
market for business so there is a scope for those who really want to do something for themselves as well
as for people. The main suggestions for Bharat Petroleum are given below which can help it to improve
and pick up its position are as follows: Immediate booking for cylinders via IVRS must be made hassle
free & without struggling. BPCL should work on its marketing strategies so that it can gain the attention
of more and more people. More and more advertisements should be given. Seriously deals with the
problems of customers. This may forces the customers to be loyal toward this brand. It should provide
information about new schemes to its customer on time. Easy availability of new connections across the
counters must be made a reality. BPCL must expand network into interior of the villages & focus more
on rural markets. 6.3 Limitations of the Project: Each person had a different view towards the
information. BPCL as a business strategy avoided providing the confidential & internal data which is
against the ethics of the organisation. Company generally could not disclose its internal policies to the
outsiders in such a case it was very difficult to find out and gather complete information. A project had
time limitation of 2 months only, time was limited to study about the entire marketing techniques at
BPCL as it is a huge concept.
69 6.4 CONCLUSION: The study provides all the detailed information of the marketing strategies applied
at Bharat Petroleum Corporation Limited. BPCL is one of the greatest Oil industry not only in India but
also world. BPCL comprising of vast Strategic Business Units (SBUs) are also explained. The introduction
of technology in terms of safety, customer records etc and also software upgradation has taken place.
BPCLs new explorations across globe have been briefly explained. BPCL has been awarded for their
best class in employees. Labours at BPCL are also given equal priority. BPCL is one of the best ethical
companies in terms of code of conduct and corporate governance. As we all are aware that our
resources are soon going to be extinguished. Thus, keeping this in mind BPCL has come up with various
new projects like Beyond LPG, Wind mills have been setup at several locations with a view of saving
energy. Project Boond is also started with an intention of supplying water to villages. BPCL not only
plans it present strategies but also modifies and improves their services and products with the passage
of time. Thus, Bharat Petroleum Corporation Ltd. does not only Energises Business, but also puts an
effort to energize the Society and Environment.



CHAPTER 8 BIBLIOGRAPHY Internet: - www.google.co.in - www.indiainfoline.com -
www.bharatpetroleum.com - www.ebharatgas.com - Wikepedia - www.slideshare.com Manuals at
BPCL, Newspapers, Organisational Magazines, Computer Recorded Data, Petro Plus by Bharat Petroleum
(Marketing Initiatives), MARKETING MANAGEMENT PHILIP KOTLER.MARKETING MODULE,