Summer Internship Project Report

On

‘CUSTOMER SATISFACTION ON SHEETAL GAS AGENCY, WITH

REFERENCE TO JUNAGADH’

At

Bharat Gas

Submitted to

Institute Code: 736

Institute Name: N. R. Vekariya Institute of Business Management Studies

Under the Guidance of

Prof. Dinkar

Morvadiya (Head of

Department)

In the partial fulfilment of the requirement of the award of the degree of

Master of Business Management (MBA)

Offered by

Gujarat Technological

University Ahmedabad

Prepared by:

Rutva Shvetangbhai Vaishnav

227360592061

MBA (Sem-3)

Month & Year:

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September 2023

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 DECLARATION

I, hereby, declare that the Summer Internship Project Report titled “Customer
Satisfaction on Sheetal Gas Agency, With Respect to Junagadh” in Bharat Gas is a
result of my own work and my indebtedness to other publications, references, if an, have
been duly acknowledged. If I am found guilty of copying from any other report or
published information and showing as my original work, or extending plagiarism limit, I
understand that I shall be liable and punishable by the university, which may include
‘Fail’ in examination or any other punishment that university may decide.

Enrolment No. Name Signature

227360592061 Rutva S. Vaishnav

Place: Date:

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 INSTITUTE CERTIFICATE

This is to certify that this Summer Internship Project Report Titled “‘Customer
Satisfaction on Sheetal Gas Agency, With Reference to Junagadh at Bharat Gas” is a
bonafide work of Rutva Vaishnav (227360592061), who has carried out her project
under my supervision. I also certify further, that to the best of my knowledge the work
reported herein does not form part of any other project report or dissertation on the basis
of which a degree or any award was conferred on an earlies occasion on this or any other
candidate. I have also checked the plagiarism extent of this report which is 22% and
it is below the prescribed limit of 30%. The separate plagiarism report in the form
of html/pdf file is enclosed with this.

Rating of Project Report

[A/B/C/D/E]:

(A=Excellent; B= Good; C= Average; D= Poor; E= Worst)

(By Faculty Guide)

Signature of the Faculty Guide/s

Prof. Dinkar Morvadiya

Signature of the Principal/Director

with Stamp of Institute:
(Name of Principal/Director)

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 CERTIFICATE OF EXAMINER
This is to certify that project work embodied in this report entitled ‘Customer
Satisfaction on Sheetal Gas Agency, With Respect to Junagadh’ was carried out by
Rutva Shvetangbhai Vaishnav (227360592061) of N. R. Vekariya Institute of
Business Management Studies 736.
The report is approved / not approved.

Comments of External Examiner:

This report is for partial fulfilment of the requirement of the award of the degree of
Masters of Business Administration offered by Gujarat Technological University.

(Examiner’s sign)
Name of Examiner:
External Examiner’s Institute
name: External Examiner’s Institute
Code: Date:
Place:

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COMPANY CERTIFICATE

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PLAGIARISM REPORT

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 PREFACE

It is a great opportunity for me to conduct this research report on “CUSTOMER

SATISFACTION ON SHEETAL GAS AGENCY (BHARAT GAS), WITH
REFERENCE TO JUNAGADH”. For me, it was not just a training, but an opportunity
to gain practical knowledge regarding the company, market, and the day-to-day
challenges faced by the unit.

The whole project is measured through questionnaire, the data was analysed and
interpreted and the results were obtained. In this research report, I have put my best
efforts to compile the data to the highest level of accuracy.

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 ACKNOWLEDGEMENT

I, Rutva Vaishnav, am extremely thankful to the Owner of Sheetal Gas Agency, Mr.
Sureshbhai Timaniya, for giving me the opportunity to conduct the report on the firm and
providing me the necessary information about the firm. The guidance provided me a
better direction and understanding.

Also, I would like to express my special gratitude to Professor Dinkar Morvadiya for
guiding me throughout the report and to all the faculty members for providing me the
ideas and suggestions.

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 INDEX

SR. NO. PARTICULARS PAGE NO.

1 GENERAL INFORMATION 10

2 INTRODUCTION TO TOPIC 37

3 LITERATURE REVIEW 40

4 RESEARCH METHODOLOGY 49

5 DATA ANALYSIS 61
AND
INTERPRETATION
6 CONCLUSION 78

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e
PART-1

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 INDEX

SR. NO. PARTICULARS PAGE NO.

1 INDUSTRY OVERVIEW 12

2 INTRODUCTION TO THE COMPANY 13

3 HISTORY AND EVOLUTION 15

4 COMPANY PROFILE 17

5 ORGANIZATIONAL STRUCTURE 19

6 PRODUCTS OF THE COMPANY 21

7 FUNCTIONAL DEPARTMENTS 24

8 SWOT ANALYSIS 34

9 COMPANY’S VISION AND MISSION 35

10 LOCATION AND LAYOUT 36

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 INDUSTRY OVERVIEW

The oil and gas sector is one of the eight core industries in India and plays a major role in
influencing the decision-making for all the other important sections of the economy. Oil
and gas production is a multi-stage entire process of discovering a resource, transporting
it to a refinery, and turning it into a finished product ready for sale.

Mainly, the oil and gas industry work in three segments. The oil and gas industry is
divided into three segments: upstream, midstream, and downstream. Upstream, or
exploration and production (E&P) companies, find reservoirs and drill oil and gas
wells. Midstream companies are responsible for transportation from the wells to
refineries. Downstream companies are responsible for refining and the sale of the finished
products. Drilling companies contract their services to E&P companies to extract oil and
gas. Well-servicing companies conduct related construction and maintenance activities on
well sites. The oil and gas industry consists of products like: butane, diesel fuel, fuel oil,
Gasoline, Kerosene, liquefied natural gas, liquefied petroleum gas, propane, etc. Indian
economic market is primarily tied to its energy consumption, thus, the demand for oil and
gas is predicted to expand further, consequently rendering the industry relatively
favourable for business. In this industry there are many companies. They are as follows:
Oil and Natural Gas Corporation (ONGC), Indian Oil Corporation Limited, Reliance
Petroleum Limited, Essar Oil, Bharat petroleum Corporation Limited, etc.

Bharat Gas Resources Limited (BGRL) widely known as Bharat Gas is a fully owned
Subsidiary of Bharat Petroleum Corporation Limited (BPCL). India's second-largest oil
marketing company led by the Ministry of Petroleum and Natural Gas, Government of
India. It is one of the major suppliers of LPG in India. It is a subsidiary of the parent
company Bharat Petroleum Corporation Limited (BPCL) and has a huge network of over
6000 distributors across the country of which almost 4000 distributors cater exclusively to
the rural areas.

Further, the products of the parent company are Liquefied Petroleum Gas, Motor Spirit,
High Speed Diesel, Aviation Turbine Fuel, Naphtha, etc but the subsidiary, i.e. Bharat Gas
deals with the LPG, CNG and PNG gases only. Bharat Gas also serves the needs of
Commercial and bulk customers fulfilling a varied set of needs through the B2B
offerings. Bharat Gas is one of the highly trusted by consumers and distributers and is the
preferred brand for cooking gas.

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 INTRODUCTION OF THE COMPANY

Sheetal Gas Agency was started by Mr Sureshbhai Timaniya approximately 26 years ago,
i.e., in 1997. It deals with the LPG cylinders. They are into both of the business models
right now. The B2C model as well as B2B model. They fulfil the need of cylinders for
household purpose and also for the commercial purpose.

The weight of both the cylinders varies from each other. The Domestic cylinder weights
14.2 Kgs and the commercial one weights 19 Kgs.

Formation of LPG:

The LPG is a fuel gas which contains a flammable mixture of Hydrocarbon gases,
specifically Propane, Propylene, butylene, Isobutane and N-butane. A full LPG gas
cylinder contains 86% liquid and the ullage volume will contain vapour at the pressure
that varies with temperature.

Uses:

 It is mainly used as a fuel gas for cooking purpose.

 It is also used in heating appliances.

Advantages of using an LPG:

 One of the main advantages of using an LPG cylinder is the health measures. In
comparison with the old technique used for cooking with the help of kerosene and
wood, this is healthier way as it does not create any smoke which may affect the
lungs and the eyes of the cook.
 It is safer as compared to the old techniques.
 The LPG Cylinder is advantageous from the view point of cost. The price of
kerosene may fluctuate more depending on the environmental circumstances. But,
government maintains stability in the price as well as provides subsidy to the
people.

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  Environment can be saved as it produces no amount of smoke in the atmosphere
and pollution can be stopped.
 It is advantageous from the view point of premises; as it consumes very less
amount of space in the kitchen.

Disadvantages:

 If not precautious, then it can be dangerous to the health, as the leakage of gas can
cause explosion. It can endanger life if not used in a proper manner.
 If the cylinders are not installed properly, then it can easily leak.

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 HISTORY AND EVOLUTION

On 24th January 1976, the Burmah Shell Group of Companies was taken over by the
Government of India to form Bharat Refineries Limited. On 1 st August 1977, it was
renamed as Bharat Petroleum Corporation Limited. It was also the newly found
indigenous crude in the country.

BPCL dealt with all the oil and gas products. Now, in order to sell the Gas products,
particularly LPG (in form of LPG Cylinders), the government was unable to reach all the
areas of the country. So, they initiated giving dealership to the person who are interested.
For that, they started advertising in newspapers for the interested person to apply for the
dealership in that particular region or city. For the dealership, they had set some of the
criteria that the interested person must fulfil.

The criteria are:

 Be an Indian citizen and be a resident of India.

 Have passed minimum 10th standard examination or equivalent from a recognised

Board. The criterion of educational qualification is not applicable for applicant
belonging to Freedom Fighter (FF) category.

 Be not less than 21 years and not more than 60 years in age as on the date of
advertisement.

 There is no age restriction for applicants applying for locations reserved under FF
category.

 Fulfil Multiple Dealership/Distributorship norms.

 Not be a signatory to distributorship/dealerships agreement, terminated on account

of proven cases of malpractices/adulteration.

 Own a plot of land of minimum dimensions for construction of LPG godown or

own a ready LPG cylinder storage godown as on the last date for submission of
application.

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Once the interested person is selected, he/she has to face and clear the interview.

Now, government as well as the company felt the need to set up an agency in Junagadh to
reach the maximum number of people. From Junagadh, Mr. Sureshbhai Timaniya was
selected after fulfilling all the criteria and the interviews.

As business evolved, the Sheetal Gas Agency started dealing in B2B model too. As a
result, the restaurants started using commercial cylinders and the business developed
gradually. The company attracted new customers and the restaurants got more safer and
time and cost- efficient options for cooking. The business grew as seminars and lectures
were taken on the awareness regarding the use of LPG Cylinders for cooking. People
were encouraged through subsidies, promotional techniques, schemes, complementary
gifts, etc to install the gas cylinders at their home for the cooking purpose.

The agency keeps on updating itself as new targets are set and fulfilled time-to-time. New
approaches and safety standards come in market which every distributor has to fulfil.

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 COMPANY PROFILE

Type Central Public Sector Undertaking

Traded as  BSE: 500547

 NSE: BPCL
 NSE NIFTY 50 Constituent

ISIN INE029A01011

Industry Energy: Oil and gas

Founded 1976

Headquarters Mumbai, Maharashtra, India

Key people G Krishnakumar

(Chairman & MD)[1]

Products  Petroleum
 Natural gas
 LNG
 Lubricants
 Petrochemicals

Revenue ₹535,045 crore (US$67 billion)[2] (2023)

Operating income ₹2,821 crore (US$350 million)[2] (2023)

Net income ₹2,131 crore (US$270 million)[2] (2023)

Total assets ₹188,109 crore (US$24 billion)[3] (2023)

Total equity ₹53,522 crore (US$6.7 billion)[3] (2023)

Owner Ministry of Petroleum and Natural

Gas, Government of India

Number of employees 8,594 permanent, and 18,560 contract labourers

(31 March 2022)

Divisions  Bharat Petro resources Limited

 Bharat Gas Resources Limited
 Bharat Renewable Energy Limited

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Subsidiaries  Indraprastha Gas Limited
 Petronet LNG

Website https://www.bharatpetroleum.in

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 ORGANIZATIONAL STRUCTURE

Of BHARAT GAS RESOUCES LIMITED

GOVERNMEN
T
BHARAT GAS RESOURCES
LIMITED
DISTRIBUTORS

DELIVERY MAN

CUSTOMERS

Explanation:

The first level is the Government. All the rules and regulations are set by the government
jointly with the parent company BPCL and the subsidiary BGRL.

The second level in the structure is the company itself. The government and the Bharat
Gas Resources Limited has joined their hands for the better performance and for reach to
its customers.

Level three includes Distributors. Distributors are the link between the company and the
customers. They purchase the cylinders from the company and sell it to the customers.
And helps achieve the expected target of the company in as efficient manner as possible.

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The fourth level is the Delivery man. They are the real face of the company. As their
behaviour, services, communication skills, etc affect the sales of the company as well as
the agency. He delivers the LPG cylinders to the customers.

The last level is the Customers. They are the final user of the product. Customers
complete the structure by using it and paying amount for it. Thus, that amount goes to the
government, company, distributors and the delivery man proportionately.

Thus, this was the organizational structure of Bharat Gas.

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 PRODUCTS OF THE COMPANY

The product of Sheetal Gas Agency are the LPG cylinders, Low pressure
regulators, Suraksha hose gas pipe, etc
LPG stands for Liquified Petroleum Gas.
Liquefied petroleum gas is basically a fuel gas which contains a flammable
mixture of Hydrocarbon gases, specifically propane, propylene, butylene,
isobutane, and n- butane.
The agency deals with both the cylinders. Namely, domestic cylinders and the
commercial cylinders.
The Domestic cylinders weights 14.2 Kgs and the commercial cylinder weights 19
Kgs.
LPG is used for cooking for economic reasons, for convenience or because it is
the preferred fuel source.
It can serve as fuel for cooking, central heating and water heating and is a
particularly cost-effective and efficient way to heat off-grid homes.
The low-pressure regulators reduce the high pressures of the stored gas in the
cylinder to lower pressures that can be safely used in an operating system.
Proper regulator selection is critical for both safety and effectiveness of operating
systems.
Suraksha LPG Hose is used to transfer the gas and is flame retardant, weather
proof and has wire braided reinforcement which prevents rodents from damaging
the hose.
It serves longer than any other gas pipes. Life of pipe is approximately 5 years.

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Photos of the product

Gas Cylinder

Suraksha hose gas pipe

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Bharat Gas low
pressure
regulator

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FUNCTIONAL DEPARTMENTS OF THE COMPANY

1. PRODUCTIONS AND OPETATIONS DEPARTMENT:

Introduction:

A production department is a group of functions within a business that is

responsible for the manufacture of goods. It includes just a few specialized
functions with all other work outsourced, or fully functioning department that
converts raw materials, assembles components into finished goods, and packages
them.

The operation department is a crucial department within an organization that

manages and oversees the day-to-day activities and processes of the business. It
ensures that the business is meeting its goals and objectives efficiently and the
production process is completed from start to finish.

Here, the productions and operations department are generally managed by the
company (Bharat Gas) itself. And the Sheetal Gas Agency acts as a link between
the company and the customers. Generally, the cylinders are ordered as per the
requirement of that particular region. But, for more convenience, the agency keeps
the stock of 3 days more from that day to meet the emergency requirements.

Product Life Cycle:

There are no expiry dates in cylinders. There is no fixed range of time until which
gas inside the cylinder can be stored. If there is no leakage, then the gas inside the
cylinder remains intact. But, to minimise risk, it should be stored in a well-
ventilated, outdoor area to avoid CO build-up.

When it comes to the usage of a particular domestic cylinder, it can be used up to

1 month or 1.5 month (for a family of 4/5 members). After that, the person orders
the cylinder again. And in case of commercial cylinder, the time duration of usage
cannot be said exactly; but the agency advises to keep one extra cylinder in stock
to the restaurant owners as it may help in emergency situation.

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Safety Measures:

As this product is considered to be an explosive, it is compulsory to follow all the safety

and precautionary measures by the agency.

The safety measures are as follows:

 The storage should be located in an isolated area, as far as possible.

 The gas cylinder storage shed must have roofing to protect from direct sunlight and
have adequate ventilation.
 The walls of the godown must be made fire proof.
 Windows should be kept at some distance to allow gas move outside of the godown.
 For the protection, fire extinguishers should be kept.

Precautionary measures:

The precautionary measures are as follows:

 One of the steps done by the agency for safety measures is that, that from the lot,
they check 10% of the cylinders at a random to ensure good quality of cylinders.
 At the time of delivering the cylinder, the cylinders are checked that the quality of the
cylinder is as per the norms and it is not leaking.
 Weight of the cylinder is confirmed, if asked by the customers.

Photos of the godown:

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2. FINANCE DEPARTMENT:

Introduction:

Finance represents money management and the process of acquiring needed

funds. Finance is a broad term that describes activities associated with banking,
leverage or debt, credit, capital markets, money, and investments. It also
encompasses the oversight, creation, and study of money, banking, credit,
investment, assets and liabilities that make up financial systems. In other words,
managing or multiplying funds to the best in interest while tackling the risk and
uncertainties. Finance is majorly divided into three segments: Personal Finance,
Corporate Finance, Public Finance.

Definition:

According to Simon Andrade,

“Finance is the area of economic activity in which money is the basis of the
various embodiments, whether stock market investments, real estate, industrial
construction, agriculture development and so on.”

Finance Department of Sheetal Gas Agency:

The finance department of the agency is handled by the owner itself. At the time
of initiation, he took help from the government in the form of Loan which he
would return from the income he would earn from the agency. So, the source of
finance is short term Loans

The investment was to be done on land and construction of godown for cylinders.
For keeping the stock of LPG cylinders, the initial investment made was of Rs.
30,000+ investment made on land and construction (loan). Here, the return on
investment is counted as 50 Rs. on sales of per cylinder to the distributor. So there
is no fix amount of Return on investment, but is totally dependent on sales done.

At present, the main expenses of the agency are:

Stock of cylinders:–

4 Lakh for a lot of commercial and domestic cylinders.

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Transportation:–

The vehicles for the delivery of cylinders are the owned vehicles of the delivery
man itself. Agency does have any expenses regarding the transportation.

Salaries :-

The delivery men are commission based. Their income is dependent upon how
much cylinders they installed in a particular time period and how many new
customers they were able to make. The approximate commission they get per
cylinder is 25 Rs.

The staff working over there is salaried one. They get salary on monthly basis.
Their salary is Rs. 20,000 (depending upon their work and qualification).

Thus, these were the main expenses the agency incur.

Income of Sheetal Gas Agency:

According to the information provided, the Agency made a profit of 15 lakh

(approx.) in previous accounting year. The agency is a profitable firm and

maintains Stability in sales.

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3. MARKETING DEPARTMENT:

Introduction:
A marketing department is the department which promotes the business and drive
sales of its products or services. It provides the necessary research to identify your
target customers and other audiences. The marketing department plays a vital role
in promoting the business and mission of an organization. It serves as the face of
the company. Marketing research also helps the company to identify the strength
and weaknesses of the business and its competitors. This eventually helps the
business to eliminate its weakness, work upon its strength and to exploit the
weakness of the competitors.

Definition:
Dr. Philip Kotler defines marketing as “the science and art of exploring, creating
and delivering value to satisfy the needs of a target market at a profit.

Marketing done by Sheetal Gas Agency:

In the initial years, where people were not aware about the LPG Cylinders and its
usage, a lot of marketing techniques were adopted.
Techniques like:
 Awareness campaigns in schools and colleges for educating girls
 Banners and hoardings
 Free gifts were provided to new customers
 Face-to-face marketing
 Advertisement on Televisions, etc.

But now, in the modern age, new marketing techniques have been adopted. New
techniques like advertisement on social medias are used. In rural areas, the
seminars are conducted to educate and encourage the usage of the LPG Cylinders
for their betterment and safety.

For encouraging the use of the LPG Cylinders, complementary products are
provided like Burners, gas pipe, etc. On festivals, gifts are given by the agency.

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The joint efforts of the Company and the Agency in marketing can be seen in
today’s market share of Bharat gas where they have maintained their customer and
have tried to provide their best through quality services.

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4. HUMAN RESOURCE DEPARTMENT:

Introduction:
Humans are the important assets of the company. It is an intangible asset or
quality not recorded on the company’s balance sheet. Employees leaving an
organization might be replaced physically, but their skill-set and knowledge
cannot be exactly replaced by the person replacing them; as each individual
possesses a different skill- set and experience. Thus, here comes the role of human
resource management.
The human resource management is a management function concerned with
hiring, motivating, and maintaining work force in an organization. It deals with
the issues related to employees such as hiring, training, development,
compensation, motivation, communication, and administration.

Definition:
According to Edwin Flippo,
Human Resource Management as “planning, organizing, directing, controlling of
procurement, development, compensation, integration, maintenance and
separation of human resources to the end that individual, organizational and social
objectives are achieved.”

Human resource department of Sheetal Gas Agency:

In the agency, there are need of 2 types of workers. First are the office employees
and second the delivery man. Both of the types are hired on the basis on pre-
decided criteria.
The criteria for the delivery man are:
 He should own his personal vehicle for the delivery of cylinders.
 He should know driving very well.
 The person should be polite and well-spoken enough to manage the
customers as the delivery man is the one who is in direct contact with the
customers.

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The criteria for the office staff is:

 He/she should have basic computer skills.

 Should possess basic qualification compulsorily according to the work
allotted.
So, this are the basic criteria the employees should possess.

Staff:
In total, there are 25 employees (office staff and delivery men) working at
Sheetal Gas Agency. All the staff working there are working over 15 years; so,
we can say that the labour turnover Rate is at the minimum.

Salary and wages:

The salary paid to the office staff is Rs. 20,000 which is dependent upon the
work allotted to that particular person.
The wages paid to the delivery man are totally commission based.
Commission is paid on sales of per cylinder. The commission paid on per
cylinder is Rs. 25 (approximately).

Rewards and Compensation:

In any case of accident, the company (BGRL) takes the responsibility to
compensate. The company covers the full insurance of the particular
employee when he/she meets accident.
The staff or the worker does not pay insurance premium. It is paid by the
agency or the distributor.

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Photos of the Delivery Staff

During Covid

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 SWOT ANALYSIS

STRENGTHS:

1. Covering of all urban and rural areas of Junagadh.

2. Providing quality and rapid services.
3. Good infrastructure.
4. Trained and decent staff.

WEAKNESS:

1. No product diversity.

2. Less commercial customers.

OPPORTUNITIES:

1. For future, the agency can try for diversification.

2. More focus on social media marketing can be done to increase sales.

THREATS:

1. Changes in government policies.

2. Fear of competitors.

3. Adoption of piped LPG may affect the sales of LPG Cylinders.

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 COMPANY’S VISION AND MISSION

Vision statement:

Delivering happiness, at every step.

“To be a world-class energy company known for caring and delighting the
customers with high-quality products, innovative services across domestic &
international markets with aggressive growth and delivering superior financial
performance.

Mission statement:

The mission statement of Bharat Petroleum Corporation Limited (BPCL) is:

"To be a fully integrated company in the hydrocarbons sector of exploration,

production, refining, marketing, and transportation of petroleum products, and to
focus on maximising shareholder value through growth, efficiency and innovation."

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 LOCATION AND LAYOUT

Meaning:

Location and Layout Plan means the detailed location plan of positioning, its size and
associated arrangements as submitted by the concessionaire based on its current business
prospective and approved by Authority.

Layout and Location of Sheetal Gas Agency:

When it comes to fixing the location for the agency, the government or the company does
not interfere much. It is upon the conveniency of the distributor that where he wants to
keep his godown area or office area.

The location of Sheetal Gas Agency was fixed looking up to:

 Minimum distance between storage and the residential areas.

 Faster reach to the customers.
 An isolated area and land for godown purpose.

The layout of the agency is decided on:

 As per government and company norms.

 A layout with ventilation facilities and shed.
 Minimum land requirements for construction purpose.

Thus, this was the location and layout.

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PART-2

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 Introduction to the topic

The topic chosen for this project report is:

‘CUSTOMER SATISFACTION ON SHEETAL GAS AGENCY (BHARAT GAS), WITH

RESPECT TO JUNAGADH’.

For the better understanding of the topic, one need to understand the terms customer and
satisfaction well. Many people use the word customer and consumer interchangeably; But
both are different and mean differently. A customer is the person or company who buys or
purchases the goods or services. And the customer becomes the consumer when he/she uses
the good or services. The word satisfaction refers to the fulfilment of one's wishes,
expectations, or needs, or the pleasure derived from this. Thus, customer satisfaction can be
explained as: “Customer satisfaction is defined as a measurement that determines how
happy customers are with a company's products, services, and capabilities”.

A study of customer satisfaction is important because:

1) To identify the areas of improvement:

One can easily identify from the study and survey that what are the areas that the
company lacks and what needs to be improved. Through feedbacks, one can get the
finding that what are the common areas of improvement.

2) To identify the strength and weakness of the company:

When the survey is conducted, people will come across the questions and through
the answers received, one can get to know that what is the company’s strong points
and what are the company’s weak points. Strengths can be maintained and
weakness can be eliminated be working up on it.

3) Increase brand awareness:

Through surveys, we can get to know that what amount of people are aware about
that brand. If people will know the brand and its products, then only he/she will
purchase it. if the customer will potential but is unaware of the brand, then its futile.

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4) Decrease customer churn:
Customer churn means the customer turnover. A happy and satisfied customer will
never switch the brand easily. On the other hand, an unhappy customer will switch
the brand easily as soon as he will find the substitute of your brand. Thus, to
decrease the turnover of customers, one need to conduct the customer satisfaction
survey.

5) Improve customer lifetime value:

Customer lifetime value (CLTV) refers to the expected profit you can make from a
single customer for as long as they stay with your business. If a customer is
unhappy with your products and services, they’ll likely never return to your
business after that initial purchase. That customer’s lifetime value is low, so you’d
miss potential revenue opportunities. If your customers are satisfied, however,
they’ll likely stay with your business for a longer time, making repeat purchases
and leading to a boost in profits.

It’s clear that customer satisfaction is Important for Improving service metrics and
ensuring your company is delivering the best experience possible. Moreover, a
satisfied customer will fetch other people towards that goods or services of the
business. So, it is very important for the business to keep their customers satisfied.

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PART-3

40 | P a g
An Efficiency Analysis of Selected Indian Oil and Gas Companies: A Window DEA
Approach
Afjal, M., & Ahmad, M. I. (2018). An Efficiency Analysis of Selected Indian Oil and Gas
Companies: A Window DEA Approach. IUP Journal of Applied Economics, 17(4).

The current study looks at six sample companies from the oil and gas industry: Bharat
Petroleum Corporation Ltd. (BPCL), Hindustan Petroleum Corporation Ltd. (HPCL),
Indian Oil Corporation Ltd. (IOCL), Oil and Natural Gas Corporation of India Ltd.
(ONGC), Oil India Limited (OIL), and Reliance Industries Ltd. (RIL). It also looks at the
overall technical efficiency (OTE), pure technical efficiency (PTE), and scale efficiency
(SE) of each company. The vast majority of India's total oil and gas output is produced by
these businesses. The Prowess database and the annual reports of the chosen companies
were used to gather the data. The study spans a 27-year period, from 1991 to 2017. One
output and three inputs have been conceptualized using the Data Envelopment Analysis
(DEA)-based Window DEA Approach to analyse the technical and scale efficiency of the
selected oil and gas companies. None of the companies are running on the most
productive scales. The study stresses on the need for the concrete action by the policy
makers to select the right scale size and eliminate management inefficiencies.

Source: https://papers.ssrn.com/sol3/papers.cfm?

abstract_id=3406642

41 | P a g
 CUSTOMER PERSPECTIVE OF LPG IN RURAL INDIA

GlobalNxt University Working Paper Series, No. 003/2016

In the upcoming years, the liquefied petroleum gas (LPG) market in rural India is
anticipated to expand steadily due to the country's general economic expansion and the
expansion of its infrastructure. Service excellence has evolved into the cornerstone to
success in every industry, from healthcare to retail. The key competitive advantage of the
business is preserving its current customer base and winning over their loyalty. The most
crucial component for increasing client happiness, which in turn fosters customer loyalty,
is services. Using the SERVQUAL measure, the study examines any perceived gaps
between customer expectations and views of the service provided for Bharat gas
consumers in rural India. The purpose of the study is to comprehend how LPG is viewed
by consumers in rural India. The findings show a strong correlation between the customer
loyalty and service quality parameters.

Source: https://papers.ssrn.com/sol3/papers.cfm?

abstract_id=2858086

42 | P a g
 A STUDY OF ENVIRONMENTAL ACCOUNTING IN INDIA WITH
SPECIAL REFERENCE TO BPCL AND ONGC
International Journal of Management, 11(9), 2020, pp. 1045-1056

Industrialization leads to ecological collapse while also playing a key role in the financial
advancement of a country. Today, it has become obvious that financial growth must be
organically sustainable. Traditional bookkeeping frameworks do not account for costs
associated with using common and environmental resources. An ecological bookkeeping
framework has emerged as a potential solution to the limitations of conventional
bookkeeping. The goal of environmental accounting is to combine financial and natural
data. It could as well be aimed at the company level or the level of the national economy.
Anyhow, natural bookkeeping/detailing at the corporate level does not have a standard
method in India. Right now, two oil companies' hypothetical natural bookkeeping
preparation and detailing are being thought about. This investigation relies on
supplemental data from the internet. We acknowledge that the situation regarding
environmental bookkeeping practices has not altered after conducting the best
investigation we can. The environmental policies of both units demonstrate that they have
made significant efforts to improve the assurance of condition; however, the examination
findings do not demonstrate the natural cost, risk, and biological usage.

Source: https://papers.ssrn.com/sol3/papers.cfm?

abstract_id=3711569

43 | P a g
 Transition to Cooking with LPG in Rural Households of India: A Cost-Benefit
Analysis

Krittika Roy
Indian Statistical Institute, New Delhi - Indian Statistical Institute

In rural households of developing countries, solid fuel is commonly used for cooking. In
India, more than half of the rural households still rely on solid fuel as their primary cooking
energy source. This is the main source of indoor air pollution in rural homes, which has
caused around 61,000 deaths and more than 2 crore DALY’s in the country. LPG is a
clean, convenient and efficient energy source that can substitute for solid fuels and improve
indoor air pollution as well as health and the living standards of the rural individual. This
paper concludes that an LPG intervention that can switch all rural households to LPG
cooking by 2030 is not only a socially beneficial intervention, but also the benefits and
burdens that households will receive, even at the private level. It concludes that the cost to
be implemented exceeds global standards. Purchase 12 LPG cylinders per year. When
considering the subsidy, buying LPG brings more benefits to the rural community and also
at the household level there is a stronger need to switch to LPG for cooking.

Source: https://papers.ssrn.com/sol3/papers.cfm?

abstract_id=4041281

44 | P a g
 Communicating a Vision for Image through CSR in Oil Industry

Sreeram Gopalakrishnan

Changing contours of the oil industry: The Indian oil industry is a mix of public and
private sectors. Prominent among these companies are ONGC, GAIL, IOCL, HPCL,
BPCL, RIL and Essar. All these companies are comparable in terms of turnover, profit
and their importance in ensuring the energy security of the country. In fact, RIL is the
company that investors, the business community, and institutional stakeholders think of
the most.

However, the three businesses IOCL, BPCL, and HPCL also have a prominent presence
for the retail customer, the millions of home-makers, and the significant consumer of bulk
fuels. These three companies, together referred to as the Oil Marketing Companies,
control a triopoly in the downstream marketing sector of the business. The government's
policies may also have the greatest impact on this market group.

Source:

https://ssrn.com/abstract=2290129

45 | P a g
46 | P a g
 Development of Natural Gas and Pipeline Capacity Markets in India

Surbhi Arora

Maitryee Banerjee

Due to its inherent environmental friendliness, higher efficiency, and cost-effectiveness,

natural gas has become the most popular fuel. Globally, the demand for natural gas has
grown significantly during the past 20 years. The natural gas industry has grown
significantly in India as well, especially during the past ten years, and is now referred to
as the fuel of the twenty-first century.

India's natural gas deficit is currently being met through imports of Liquefied Natural Gas
(LNG) and the potential for multiple forthcoming international pipelines. However, it
appears that pipeline imports are not likely to commence before 2015. Since 1994,
regulatory reforms in upstream gas markets have contributed to increasing domestic
production. Over the next two decades, based on various energy scenarios, it is
anticipated that the gas market will expand at a faster rate than coal and petroleum.

Source:

https://ssrn.com/abstract=1983117

47 | P a g
 City Gas Distribution Market In India – A Comparative Study on Feasibility of
Natural Gas in Ratnagiri, North Goa and Dhar District

Sandesh Ghandat

City gas distribution is expected to be one of the most growth-oriented business in

upcoming years. The realization of natural gas as a greener and cleaner fuel is growing.
Researchers have identified the basics of the gas distribution system, the infrastructure
network which is required to set up, business elements involved in actual distribution of
Natural gas as piped natural gas and the safety parameters with respect to the pipeline
technology and environmental regulations implemented.

Three locations called ‘Targeted Areas’ have chosen as Ratnagiri (Maharashtra State),
North Goa (North Goa State) and Dhar District (Madhya Pradesh State) had been
surveyed which has the potential for CGD network establishment.

Source: https://papers.ssrn.com/sol3/papers.cfm?
abstract_id=2682649

48 | P a g
 A Roadmap for Access to Clean Cooking Energy In India

Sasmita Patnaik
Saurabh Tripathi
Abhishek Jain

Access to clean cooking energy in India has gathered a new momentum in the political
discourse of India, thanks to the Pradhan Mantri Ujjwala Yojana, a scheme that aims to
improve the access to liquifies petroleum Gas for socio-economically weaker sections of
the society. To achieve this transition, it is necessary to develop a roadmap for clean
cooking energy access that adopts a multi-fuel, multi-stakeholder approach, and is guided
by principles of equity and inclusivity. Ensuring that these strategies will holistically be
implemented will require multiple ministries to come together to plug the gaps in the
value chain of each fuel, and a monitoring framework to measure sustained use. the
narrative must evolve towards the provision of affordable, accessible, safe and convient
use of clean cooking energy in a sustained manner.

Source: https://papers.ssrn.com/sol3/papers.cfm?
abstract_id=3258877

49 | P a g
PART-4

410 | P a
 INDEX

SR NO. PARTICULARS PAGE NO.

1 INTRODUCTION 51

2 OBJECTIVES AND SCOPE OF THE 52

STUDY
3 RESEARCH DESIGN 53

4 SOURCES OF DATA 54

5 DATA COLLECTION METHOD 55

6 POPULATION AND SAMPLE SIZE 56

7 SAMPLE DESIGN 57

8 SETTING OF HYPOTHESES 58

51 | P a g
 INTRODUCTION

A research methodology is a specific procedures or techniques used to identify, select,

process, and analyse information about a topic. A research methodology gives
legitimacy and provides scientifically sound findings. It also helps to keep research on
track, making the process smooth, effective and manageable. It is about how a
researcher systematically designs a study to ensure valid and reliable results that address
the research aims and objectives. It is a way of explaining how a researcher intends to
carry out their research. The main aim of research is not merely to gather information.
Instead, it goes beyond that. The true goal of research is to seek answers to previously
unanswered questions to contribute to the body of knowledge in a discipline according
to Goddard and Melville (2001, p.1).

DEFINITION:

The authors define research methodology as;

“The strategy or architectural design by which the researcher maps out an approach to
problem-finding or problem-solving.”

50 | P a g
 OBJECTIVES OF THE STUDY

A research objective is a sentence or question that summarizes the purpose of your study or
test. In other words, it's an idea you want to understand deeper by performing research.

The objectives of the study are:

1) To know the customers opinion regarding the services of Sheetal Gas Agency.
2) To know the satisfaction level of customer.
3) To understand the efficiency and effectiveness of Sheetal Gas Agency.
4) To analyse the customer turnover rate.

SCOPE OF THE STUDY

The scope of a study explains the extent to which the research area will be explored in
the work and specifies the parameters within the study will be operating. Basically,
this means that you will have to define what the study is going to cover and what it is
focusing on.

The scope of the study is:

1) The study is limited to Junagadh and covers the customers of Junagadh only.
2) With the help of this study, Sheetal Gas agency can find the weaker areas
of operations.
3) It will help to formulate their sales and marketing strategy for future.
4) The research can help to analyse the effectiveness of the strategies.

52 | P a g
 RESEARCH DESIGN

A research design refers to the overall strategy utilized to carry out research that defines
a logical plan to establish research question through analysis and discussion of data. The
methodologies and methods incorporated in the design of a research study will depend
on the standpoint of the researcher over their beliefs in the nature of the knowledge and
the reality. It is a framework that has been created to find answers to research questions.

TYPES OF RESEARCH DESIGN:

The types of research design are:

1) Descriptive Design

2) Correlational Design

3) Casual Design

4) Experimental Design

The report, “CUSTOMER SATISFACTION ON BHARAT GAS (SHEETAL GAS

AGENCY), WITH RESPECT TO JUNAGADH”, is a Descriptive Research Design.

It is Descriptive research because it involves observation and collection of data through

questionnaire, observation and both the data collected – qualitative and quantitative.

53 | P a g
 SOURCES OF DATA

Data is the fact and statistics collected together for reference or analysis. A data source is
the location where the data is originated from. There are basically two types of sources of
data. They are:

 Primary Data Sources

 Secondary Data Sources

 PRIMARY DATA SOURCES:

The primary data sources provide raw information and first-hand evidence. It gives you
the direct access to the subject of the research. These data are usually collected from the
source- where the data originally originates from and are regarded as the best kind of data
in research. It includes; surveys, observations, experiments, questionnaires, interviews,
etc.

Here, in this research report, the data is collected through well framed questionnaire.
Hence, it is established from Primary Data.

 SECONDARY DATA SOURCES:

Secondary data is one of the two main types of data. It is a data that has already been
collected in past. The data may have been collected for general use with no specific
research purpose. The sources of secondary data sources can be books, journals, web
pages, articles, blogs, etc. These sources vary explicitly as it provides second-hand
information.

54 | P a g
55 | P a g
DATA COLLECTION METHOD

56 | P a g
 POPULATION

A research population is generally a large collection of individuals or objects that is the

main focus of a scientific query. It is also known as a well-defined collection of
individuals or objects known to have similar characteristics. All individuals or objects
within a certain population usually have a common, binding characteristic or trait.

In this research, the population considered is of Junagadh. The current population of

Junagadh city is 4,25,000.

SAMPLE SIZE

Sample size refers to the number of participants or observations included in a study. It is

the measure of the number of individual samples used in an experiment. Population data
is a large amount of data that includes the whole area of study but sample data is a part of
the population.

Here, the sample size taken for the research is of 100 people.

SAMPLE DESIGN

A sample design is a definite plan for obtaining a sample from a given population. It
refers to the technique or the procedure the researcher would adopt in selecting items for
the sample. One must define a sampling frame that represents the population of interest,
from which a sample is to be drawn.

There are two types of sampling methods:

1) Probability sampling.

2) Non-probability sampling.

57 | P a g
 SAMPLING METHOD:

Here, the sampling done in this project is the non-probabilistic sampling. In it, the
Judgement or Purposive sampling method is chosen.

58 | P a g
 SETTING OF HYPOTHESES

STEP -1:
Null Hypothesis [H0]:
There is no significance between gender and the satisfaction of after sales services.
Alternative Hypothesis [H1]:
There is significance between gender and the satisfaction of after sales services.

STEP-2:
Use Chi-Square test

STEP-3:
Statistical value calculation:

Gender After Sales Services

Highly Satisfactory Average Dissatisfactory Highly Total
satisfactory dissatisfactory
Male 23 23 6 1 1 54

Female 20 18 5 1 2 46

Total 43 41 11 2 3 100

59 | P a g
 O E (O-E) (O-E)2 (O-E)2
E
2.3 23.22 -20.92 437.64 18.84
2.3 22.14 -19.84 393.62 17.77
6 5.94 0.06 0.0036 0.0006
1 1.08 -0.8 1.6 1.481
1 1.62 -0.62 0.3844 0.237

20 19.78 0.22 0.0484 0.024

18 18.86 0.86 0.739 0.039
5 5.06 -0.06 0.0036 0.0007
1 0.92 0.06 0.0064 0.006
2 1.38 0.62 0.124 0.086
Total 100 -40.42 834.17 38.48

X2 Calculation =
38.48

STEP-4:
Level of Significance [LoS]:
at 5%

Degree of Freedom [DoF]:

= (r-1) (c-1)
= (2-1) (5-1)
= (1) (4)
=4

X2 Tab = 9.49

510 | P a
STEP-5:

The null hypothesis is rejected. Thus, there is a significance between gender and
satisfaction in after sales services

61 | P a g
 PART-5

DATA ANALYSIS AND INTERPRETATION

60 | P a g
GENDER

Gender Total
Male 54
Female 46
Others 0
Grand Total 100

46

54

FEMALE MALE

Interpretation:

From 100 respondents, there are 54% male respondents and 46% of the female
respondents. It means that there are 46 female respondents and 54 male respondents.
From the given chart, we can interpret that there are more number male respondents as
compared to females.

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OCCUPATION

Occupation Total
Business 33
Home maker 30
Profession 13
Service 24
Grand Total 100

24, 24%
33, 33%

13, 13%

Business Home maker Profession

30, 30%
Service

Interpretation:
From the above charts, one can say that from 100 respondents, there are a greater number
of respondents who are involved in business. 33% of the respondents are from business
sector. 30% of people, that is 30 respondents are home makers; followed by respondents
from service sector. And the least number of respondents belong to profession. 13
respondents from 100 are from professional background. Home makers are 30% as they
are in constant contact with the delivery man and the agency as they know better
regarding the usage.

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MARITAL STATUS

Marital Total
status
Married 60
Unmarried 40
Grand Total 100

40

60

married unmarried

Interpretation:

From 100 respondents, 60 of them are married respondents. More of the married
population is involved as they are more aware about their households and the booking of
cylinder system.

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INCOME LEVEL

Income level Total

15000-30,000 16
30,000-45000 23
45000-60000 19
6000 or above 23
Below 15000 19
Grand Total 100

19 16

23
23
15000-30,000
30,000-45000
45000-60000
6000 or above
19
Below 15000

Interpretation:

Here, majority of the people belong from the income level of Rs. 30,000 to 45,000 and
Rs. 60,000 or above. 19% of the respondents belong to the income level which is below
15,000. 16 respondents are those who belong to the income level between 15,000 to
30,000. And people belonging from the income level of 30,000 to 45,000 are 19. Income
level do not have any direct connection with the satisfaction level but the pricing factor
can surely affect the income of the person. For that, people can get subsidies for the LPG
Cylinders.

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66 | P a g
FOR WHAT PURPOSE YOU USE THE CYLINDER?

Purpose Total
Commercial 14
Domestic 86
Grand Total 100

86
COMMERCIAL
DOMESTIC

Interpretation:

From this, we can depict that the business has more customers who use the cylinders for
the domestic purpose. The respondents who use the cylinder for household or domestic
purpose is 86%. And the commercial users are 14% of the total respondents. Commercial
users mostly involve the small and big restaurant owners.

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ARE YOU A SUBSIDIZED USER?

Subsidized user Total

No 46
Yes 54
Grand Total 100

46

54

no yes

Interpretation:

Pricing is also one of the important factors which can affect the customer choices and
satisfaction level. From the chart, one can interpret that majority of the respondents, i.e.,
54% are a subsidized user of LPG Cylinders. And 46 people from 100 are not the
beneficiary of the subsidy provided by the government. Thus, we can say that people get
advantage of the schemes launched by the government.

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FOR HOW LONG YOU ARE A CUSTOMER OF BHARAT GAS?

Time duration Total

1-3 Years 11
3-5 Years 20
5-7 Years 18
7 Years or more 51
Grand Total 100

11

20

51

1-3YEARS

18 3-5YEARS
5-7YEARS
7 YEARS OR MORE

Interpretation:

We can interpret that, there are 11 respondents who are a customer of Sheetal Gas
Agency from the time duration between 1 to 3 years. There are 20 respondents who are
the customers since 3 to 5 years. There are 18% respondents who are the customers from
5 to 7 years. And majority of the respondents are the customers of Sheetal Gas Agency
since 7 years or more. It means that the Sheetal Gas Agency has maintained their
customers very well and customers are loyal towards the company. The customers are
maintained as they deliver the cylinders on time, the staff keep decent behaviour with the
customers and the after sales services are good.

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HOW DO YOU BOOK YOUR CYLINDER?

Booking Total
Personally 14
Phone 62
SMS 24
Grand Total 100

14
24

62 personally
phone sms

Interpretation:

From 100 respondents, 62% of respondents book their cylinder through phone. Booking
through phone involves a call booking and online booking. In today’s world where every
business has gone online, this step is very important to maintain the customer and save
the time. 24 respondents book their cylinder through SMS and 14% book their cylinders
personally by going to the agency. The online booking system has its own advantages.
From the business point of view, the payment is already clear and from the customer
point of view, they will be prioritized in the delivery. Both the parties here has its own
advantages.

610 | P a
611 | P a
HOW MANY DAYS DOES THE AGENCY TAKES TO DELIVER THE
CYLINDER?

Days Total
1-2 days 50
3-4 days 39
5-6 days 11
Grand Total 100

11

50

39

1-2 days

3-4 days

5-6 days

Interpretation:

According to the chart, half of the respondents are getting the delivery between 1 to 2
days from booking a cylinder. 39% of people get the cylinder after 3-4 days of booking
the cylinder. And only 11 respondents get the cylinder after 5-6 days of booking. People
who book their cylinder online get more preference as they have already paid for that
cylinder.

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71 | P a g
WHERE DOES THE DELIVERY MAN DELIVERS THE CYLINDER?

Place of delivery Total

As per said 44
Kitchen 25
Lobby 13
Outdoor 18
Grand Total 100

18

44
13

as per said
kitchen
25
lobby

outdoor

Interpretation:

Every family has their own space for the cylinders. some keep the cylinder at the kitchen,
some at the store room or at a different space. As per 13% of respondents delivery man
keeps the cylinder at the lobby. 18% people say that the delivery man keeps the cylinder
at the outdoors only. And according to the 44 respondents, the delivery man delivers the
cylinders at the place where they say. It is one of the nicest behaviours of the delivery
man where he feels the responsibility to deliver the cylinder as per their customer’s
conveniency. When any business keeps in mind the conveniency of the customers, then
the customer will feel the sense of satisfaction and will not switch the brand easily.

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ON ASKING, DOES THE DELIVERY MAN CONFIRMS THE WEIGHT OF
CYLINDER?

Confirmation Total
No 22
Yes 78
Grand Total 100

22

78
no
yes

Interpretation:

According to the 78 respondents, the delivery man confirms the weight of the cylinder.
And according to the 22% of the respondents, the delivery man does not confirm the
weight when asked. It is a responsibility of a customer to ask for the weight when a
delivery is made.

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HOW SOON THE MECHANIC OR AGENCY RESPOND, IN ANY CASE OF
LEAKAGE?

Response time Total

1 day 30

1 hour 45

30 minutes 25

Grand Total 100

25
30

1 day
45 1 hour

30 minutes

Interpretation:

The case of gas leakage is one of the emergency situations as a layman cannot repair it if
he doesn’t have knowledge about it. in any case of leakage, Sheetal Gas Agency responds
as fast as possible. 30% people say that the agency responds in 1 day in any case of
leakage. 45% of the respondents from 100 say that the mechanic or the agency respond in
an hour and 25% respondents has got the response in 30 minutes only.

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HOW DO YOU RATE THE BEHAVIOUR OF STAFF/DELIVERY MAN?

Behaviour Total
Average 13
Dissatisfactory 1
Highly dissatisfactory 3
Highly satisfactory 35
Satisfactory 48
Grand Total 100

13 1

48

average

dissatisfactory
35
highly dissatisfactory highly satisfactory

satisfactory

Interpretation:

From the above data table and chart, we can interpret that majority of the people are
satisfied with the behaviour of delivery man/staff. Very few people are dissatisfied with
the behaviour. 13% of respondents says that the behaviour of the staff/delivery man was
average. For any company, product is the secondary thing which a customer sees. First, a
salesman interacts with the customer for giving a brief of the goods or services. And on
the basis of that interaction, product is either purchased or not purchased. So, behaviour
of the person plays an important role in the selling of goods and services.

74 | P a g
HOW IS THE AFTER SALES SERVICES OF BHARAT GAS (SHEETAL GAS
AGENCY)?

Satisfaction level Total

Average 11
Dissatisfactory 2
Highly dissatisfactory 3
Highly satisfactory 43
Satisfactory 41
Grand Total 100

11 2
3

41

43

average dissatisfactory highly dissatisfactory

highly satisfactorysatisfactory

Interpretation:

Everybody has different opinions and experiences regarding the services of Sheetal Gas
Agency. From 100 respondents, 43 respondents says that the after sales services of
Sheetal Gas Agency is highly satisfactory. They are totally satisfied with their services
and have no complaints regarding services. 11 respondents feel the services are
satisfactory. 41% from

100 respondents says that the services are average; not too good nor too bad. And only
5% are dissatisfied with the services.
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WHY DO YOU PREFER BHARAT GAS?

Reason for preference Total

Decent behaviour towards 27

customers
On-time delivery 39

Quick services 34

Grand Total 100

27
34

decent behaviour with

customers
on-time delivery
39
quick services

Interpretation:

There are many reasons for which the customer may prefer a particular brand. According
to this chart, 39 respondents from 100 prefer Bharat gas because of its on-time delivery.
The delivery time for the LPG Cylinders is appropriate or as said by the agency. 34% of
the respondents prefer due to its quick services. After sales services, complaint
registration, leakage of the cylinder, etc comes under services. And 27 people prefer
Bharat gas because of the well-mannered staff and their decent behaviour towards the
customers. Behaviour also plays an important role because if the staff will behave
inappropriately then customer will not prefer that brand again.

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IN FUTURE, WOULD YOU LIKE TO CONTINUE WITH BHARAT GAS
(SHEETAL GAS AGENCY)?

Continuation Total
May be 13
No 5
Yes 82
Grand Total 100

13

82
may be
no yes

Interpretation:

According to the chart, the 82% of the respondents wants to continue with the Sheetal
Gas Agency. 13 respondents are not sure regarding their continuation and only 5 people
don’t want to continue. It can be said from the data that the customers are satisfied from
the services of Sheetal Gas Agency.

77 | P a g
PART-6

78 | P a g
 INDEX

SR. NO. PARTICULARS PAGE NO.

1 FINDINGS 80

2 SUGGESTIONS 81

3 CONCLUSION 82

4 BIBLOIGRAPHY 83

5 APPENDIX 84

79 | P a g
 FINDINGS

There was total 100 respondents. And from the data collected through responses and
observation, it can be found out that:

 Majority of the customers are satisfied with the services provided by Sheetal Gas
Agency.
 The customers are loyal towards the brand. It can be found out from the data that
many people are the customers for more than 7 years.
 Even in this era of cut-throat competition, Sheetal Gas Agency has maintained
their customers by providing the quality services and the alluring schemes with
complementary gifts.
 The office staff and delivery man are fully trained and are satisfied with their job
and remuneration.
 The agency’s marketing game is strong as they make all the possible efforts to
reach to the new potential customers.
 Not only the urban area is focused, but also the rural area is kept in mind.
Awareness program is done in rural areas to promote the use of LPG Cylinders
instead of traditional technique of wood and kerosene for cooking.
 As the LPG Cylinder is a kind of explosive, the agency takes all the safety
measures and has insured all the staff members (delivery man and office staff) for
their sake of safety.
 14% of the customers are the commercial users. The agency does not only provide
the cylinder as per their bookings, but also provide one extra cylinder to the
restaurant owners for using it in an emergency situation.

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 SUGGESTIONS

The Sheetal Gas Agency is a 26-year-old agency which has contributed much in
the Junagadh region by creating the awareness for the usage of LPG Cylinders
instead of the traditional methods. There are many competitors in the region, but
has survived all the competitions and tough situations in the market. But there are
some bottlenecks, if solved can help to grow the agency to its best possible level.

Focusing on commercial users:

The commercial users of the Sheetal Gas Agency are the big and small restaurant
owners. From the obtained data, it can be found out that there are less number of
commercial users. Attracting more commercial users can help the agency grow.

Diversifying the business:

For the future of the business, the agency should try to diversify itself with various
other products of Bharat Gas. In near future, the piped gas will become pre-
dominant. So as to survive the changes, diversity is necessary for the business.
With the help of diversity, the risk related to future trends will be reduced and new
sources of the revenue will be generated.

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 CONCLUSION

“Customer satisfaction on Sheetal Gas Agency, with reference to Junagadh” is a report

which contributes to the agency by creating the understanding of how much the customer
is satisfied with their products and services. Here, a brief information is given about the
industry overview, introduction to the company, the research topic, literature review and
the collected data with their interpretation.

Through the years and in this cut throat competition, Sheetal Gas Agency has not only just
survived but has also maintained the consistency in their services. Not only that, the
company Bharat Gas and the agency has tried to create awareness regarding the usage of
LPG Cylinders and its safety advantage as much as possible in all the areas. Also, the
financial assistance is provided through subsidies. The satisfaction of customers lies in 3
parameters. The product, after sales services and the behaviour towards the customer. And
the agency has strong hold in all the 3 parameters.

The only thing in which the agency has to focus more is their B2B model. From the data,
very few commercial cylinder users are found. Sheetal Gas Agency has more potential to
attract the businesses which needs LPG cylinders. Working on this can surely develop the
business and maximize the profits of the agency.

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 BIBLIOGRPHY

Web:

 https://www.ibef.org/industry/oil-gas-india

 https://en.wikipedia.org/wiki/Bharat_Gas_Resources

 https://vikaspedia.in/energy/energy-access/all-about-lpg-connection/criteria-for-

lpg-distributorships

 https://en.wikipedia.org/wiki/Research_design

 https://explorable.com/research-population

 https://byjus.com/maths/sample-size/

 https://rb.gy/1wc5

 https://blog.hubspot.com/service/what-is-customer-satisfaction

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 APPENDIX

1) E-Mail

2) Gender
o Male
o Female
o Others

3) Occupation
o Business
o Service
o Profession
o Home maker

4) Marital status
o Married
o Unmarried

5) Income level
o Below 15,000
o 15,000 - 30,000
o 30,000 - 45,000
o 45,000 – 60,000
o 60,000 or above

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6) For what purpose you use the cylinder?
o Domestic (14.2 Kgs)
o Commercial (19 Kgs)

7) Are you a subsidized user?

o Yes
o No

8) For how long you are a customer of Bharat Gas ?

o 1 to 3 years
o 3 to 5 years
o 5 to 7 years
o 7 years or more

9) How do you book your cylinder?

o Phone
o SMS
o Personally

10) How many days does the agency takes to deliver the cylinder?
o 1-2 days
o 3-4 days
o 5-6 days

11) Where does the delivery man deliver the cylinder?

o Outdoor
o Kitchen
o Lobby
o As per said

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12) On asking, does the delivery man confirms the weight of cylinder?
o Yes
o No

13) How soon the mechanic or agency respond, in any case of leakage?
o 30 minutes
o 1 hour
o 1 day

14) How do you rate the behaviour of the staff/delivery man?

o Highly satisfactory
o Satisfactory
o Average
o Dissatisfactory
o Highly dissatisfactory

15) How is the after sales services of Bharat Gas (Sheetal Gas Agency)?
o Highly satisfactory
o Satisfactory
o Average
o Dissatisfactory
o Highly dissatisfactory

16) Why do you prefer Bharat Gas?

o On-time delivery
o Quick services
o Decent behaviour towards customers

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17) In future, would you like to continue with Bharat Gas?
o Yes
o No
o May be

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