Final Year Project
Final Year Project
CERTIFICATE
This is to certify that the project report, entitled “A STUDY CUSTOMUR SATIFACTION
TOWARDS BHARAT PETROLEUM WITH SPRCIAL REFERENCE TO SATHY
TOWN” submitted to the Bharathiar University, in the partial fulfilment of the requirements for
the award of Degree of Bachelor of Commerce, is a record of original research work done by
MEKALA.C (Reg.no: 192AA2430) during the period 2021-2022 of her research in the
Department of Commerce at Kaamadhenu Arts and Science College, Sathyamangalam.
Under my supervision and guidance and the project report has not formed the basis for the
award of any Degree / Diploma / Associate ship / Fellowship or other similar title of any
candidate of any University
PRINCIPAL
Place : Sathyamangalam
Date :
ACKNOWLEDGEMENT
ACKNOWLEDGEMENT
work.
I wish to place my special thanks to all the faculty members and friends of our college who helped
me directly or indirectly to complete the project by ever means.
C.MEKALA
LIST OF TABLE
1. "Within organizations, the collection, analysis and dissemination of these data send a
message about the importance of tending to customers and ensuring that they have a
positive experience with the company's goods and services."
2. "Although sales or market share can indicate how well a firm is performing currently,
satisfaction is perhaps the best indicator of how likely it is that the firm’s customers
will make further purchases in the future. Much research has focused on the
relationship between customer satisfaction and retention. Studies indicate that the
ramifications of satisfaction are most strongly realized at the extremes."
On a five-point scale, "individuals who rate their satisfaction level as '5' are likely to
become return customers and might even evangelize for the firm. (A second important metric
related to satisfaction is willingness to recommend. This metric is defined as "The percentage
of surveyed customers who indicate that they would recommend a brand to friends." When a
customer is satisfied with a product, he or she might recommend it to friends, relatives and
colleagues. This can be a powerful marketing advantage.) "Individuals who rate their
satisfaction level as '1,' by contrast, are unlikely to return. Further, they can hurt the firm by
making negative comments about it to prospective customers. Willingness to recommend is a
key metric relating to customer satisfaction."
1.2STATEMENT OF THE PROBLEMS
Petroleum industry now has so many challenges, arising from globalization, increased
competition, technological changes, and so on. It is more sensitive sector in one sense that the
consumers shift their brand preference at least once in two or three years. They want new
products so that the existing firms have to modify their product lines and various items in the
lines. All the firms want to study the minds of consumers. But, it is a very di fficult process,
which includes various psychological issues. Consumer research takes a very important role
in determining company’s future plans. The consumers are influenced by many sociological,
psychological, and economic, climate and some other factors very strongly. Consumer
preference is a difficult area to be studied. Its coverage is comprehensive. The consumers are
large in number and they are in different groups, their motives differ in many respects. So, the
present study has taken up these issues.
1.4RESEARCH METHODOLOGY
Research refers to search for knowledge. The pattern in which a research is carried
out to arrive at a conclusion or to a final new relationship within a particular framework is
called research methodology. Research methodology also refers to the various sequences and
steps be adopted by a researcher to study a problem with certain objectives in view.
Research design is the basic framework, which provides guidelines for the research
process. It is a map or blue print according to which the research is to be conducted. The
research design specifies the methods for data collection and analysis. In this dealers survey
the researcher adopted descriptive design.
Data collection:
1. Primary data:
● Primary data are those data, which are collected for first time & thus happen to be
original character.
● In this study researcher has collected the information through questionnaires and
schedule.
2. Secondary data:
It was collected from the firm’s records, journals, etc.,
1.4.2. Sampling Design
Convenient random sampling is adopted as a sampling technique. It also known as
Non-probability sampling, where each and every item in the population has an equal chance
of inclusion in the sample and each one of possible sample in case of finite universe, has the
same probability has been selected.
Sampling Size
In that the study contains a sampling size of 200consumer.
1.4.3 Period of the Study
Simple percentage =
1.5LIMITATIONS OF THE STUDY
● It is limited to erodeonly
1.6 CHAPTER SCHEME
CHAPTER I
CHAPTER II
CHAPTER III
CHAPTER IV
This chapter examines the summary of finding and suggestions of the study
CHAPTER V
COMPANY PROFILE
The company today known as BPCL started off as Rangoon Oil and Exploration
company set up to explore the new discoveries off Assam and Burma during the British
colonial rule of India. In 1889 during vast industrial development, an important player in the
South Asian market was the Burmah Oil Company. Though incorporated in Scotland in 1886,
the company grew out of the enterprises of the Chef Rohit Oil Company, which had been
formed in 1871 to refine crude oil produced from primitive hand dug wells in Upper Burma.
In 1928, Asiatic Petroleum Company (India) started cooperation with Burma oil
company. Asiatic Petroleum was a joint venture of Royal Dutch, Shell and Rothschilds
formed to address the monopoly of John D Rockefeller's Standard Oil, which also operated in
India as Esso. This alliance led to the formation of Burmah-Shell Oil Storage and
Distributing Company of India Limited. Burmah Shell began its operate operations with
import and marketing of Kerosene.[4]
In the mid 1950s, the company began to sell LPG cylinders to homes in India and
further expanded its delivery network. It also marketed kerosene, diesel and petrol in cans in
order to reach remote parts of India. In 1951, the Burmah shell began to build
a refinery in Trombay (Mahul, Maharashtra) under an agreement with the Government of
India.
In 2016, the Repealing and Amending Act of 2016 annulled "187 obsolete and
redundant laws lying unnecessarily on the Statue-Book" including the Act of 1976 that had
nationalized erstwhile Burmah Shell. The government repealed the legislation that had
nationalized the company, doing away with the need to seek Parliament nod before selling it
off to private and foreign firms.
In 2017, Bharat Petroleum Corporation Limited (BPCL) received Maharatna status,
putting it in the category of government-owned entities in India with the largest market
capitalization and consistently high profits. status on 12 September 2017.
On the 21st of November 2019, the Government of India approved the privatization of
Bharat Petroleum Corporation Limited (BPCL).
OPERATIONS
The company business is divided in seven SBUs(Strategic Business Units), like Retail,
Lubricants, Aviation, Refinery, Gas, I&C and LPG. They have popular Loyalty Program
like Petrocard, Smartfleet.
SHARE DETAILS
As of September 2018, 54% of the shares of BPCL were owned by the Government of
India (through the President of India), with the rest owned by Foreign Portfolio Investors
(17%), BPCL trust for investing in shares (9%), Mutual funds and UTI (7.5 %), Insurance
companies (6%) and the balance held by individual share holders.[14] In 2019 government
decided to make BPCL private by selling all it's shares hence making BPCL a private ltd
company.
CHAPTER - III
In the present day modern world, needs and requirements of the people are increasing
rapidly. To satisfy these growing needs and requirements of the people, the business
continues to produce different types of brands of products.
TABLE NO – 3.1
Male 25 47%
Female 28 53%
TOTAL 53 100%
INTERPRETATION
The above table shows that 53% of the respondents are female and 47% respondents
are Male.
Up to 20 Years 11 20%
TOTAL 53 100%
INTERPRETATION
The above table shows that 30% of the respondents are upto 20 years, 30% of the
respondents 21-30 years, 24% of the respondents are 31-40 years and 24% respondents are
above 40 years.
Married 25 47%
Unmarried 28 52%
TOTAL 53 100%
INTERPRETATION
The above table shows that 52% of the respondents are unmarried and 47%
respondents are married.
Illiterate 20 37%
School 10 18%
Diploma 11 20%
Degree 12 22%
TOTAL 53 100%
INTERPRETATION
The above table shows that 37% of the respondents belong to the school, 18% of the
respondents belong to the Illiterate, 20% of the respondents belong to the diploma and
remaining 22% of the respondents belong to the degree.
Rs.10001-Rs.15000 17 32%
Rs.15001-20000 13 24%
TOTAL 53 100%
INTERPRETATION
The above table shows that 38% of the respondents are monthly income is Rs10001 –
Rs.15000, 32% of the respondents are monthly income is below Rs.10000, 18% of the
respondents are monthly income is below Rs15001-20000 and 12% of the respondents are
monthly income is above Rs20000.
It can be concluded that majority 38% of the respondents are monthly income is
Rs10001 – Rs.15000.
CHART NO – 3.5
Three 17 32%
Four 13 24%
Five 10 18%
TOTAL 53 100%
Source : Primary Data
INTERPRETATION
The above table shows that 36% of the respondents belong to the family member size
is three, 24% of the respondents belong to the family member size is four, 22% of the
respondents belong to the family member size is five and above and remaining 18% of the
respondents belong to the family member size is below two.
It can be concluded that majority 36% of the respondents belong to the family
member size is three.
CHART NO – 3.6
CHART SHOWS THE RESPONDENTSFAMILY
MEMBERS
TABLE NO – 3.7
TOTAL 53 100%
INTERPRETATION
The above table shows that 58% of the respondents are nuclear family type and 42%
of the respondents are joint family type.
It can be concluded that majority 58% of the respondents are nuclear family type.
CHART NO – 3.7
By Television 13 24%
By Newspaper 17 32%
By Friends 13 24%
By Relatives 10 18%
TOTAL 53 100%
INTERPRETATION
The above table shows that 32% of the respondents are know about of this product by
television power loom weaving, 36% of the respondents are less than 1 year – 2 years
experience in power loom weaving, 18% of the respondents are 2 years – 3 years experience
in power loom weaving and remaining 2% of the respondents are above 5 years experience in
power loom weaving.
It can be concluded that majority 44% of the respondents are less than 1 year
experience in power loom weaving.
CHART NO – 3.8
Yes 26 49%
No 27 51%
TOTAL 53 100%
INTERPRETATION
The above table shows that 49% of the respondents are like bharat petroleum and
remaining 51 % of the respondents are don,t like bharat petroleum.
It can be concluded that majority 51% of the respondents are like bharat petroleum.
CHART NO – 3.9
Quality 13 24%
Price 17 32%
Quantity 13 24%
Offers 10 18%
TOTAL 53 100%
INTERPRETATION
The above table shows that 24% of the respondents are satisfied of price in bharat
petroleum,32% of the respondents are satisfied of quantity in bharat petroleum,24% of the
respondents are satisfied of quality in bharat petroleum and remaining 18% of the
respondents are satisfied of offers in bharat petroleum .
It can be concluded that majority 32% of the respondents are satisfied of price in
bharat petroleum.
CHART NO – 3.10
Price 13 24%
Service 17 32%
Quality 13 24%
Others 10 18%
TOTAL 53 100%
INTERPRETATION
The abovetable shows that 24% of the respondents are attracting quality of bharat
petroleum,32% of the respondents are attracting service of bharat petroleum,24% of the
respondents are attracting price of bharat petroleum and remaining 18%of the respondents
are attracting others of bharat petroleum..
It can be concluded that majority 32% of the respondents are attracting service of
bharat petroleum.
CHART
NO – 3.11
Yes 43 81%
No 10 18%
INTERPRETATION
The above table shows that 81% of the respondents are refer to others and remaining
18% of the respondents are don’t refer to others.
It can be concluded that majority 81% of the respondents are refer to others.
CHART NO – 3.12
Petrol 13 24%
Disel 13 24%
Others 10 18%
TOTAL 53 100%
INTERPRETATION
The above the table shows that 24% of the respondents are consume of bharat
petroleum in petrol,32% of the respondents are consume of bharat petroleum in disel,24%of
the respondents are consume of bharatpetrolium in power petrol and remaining 18% of the
respondents are consume of bharat petroleum in others..
It can be concluded that majority 32% of the respondents are consume of bharat
petroleum in petrol.
CHART NO – 3.13
Yes 40 75%
No 13 24%
TOTAL 53 100%
INTERPRETATION
The above the table shows that 75% of the respondents are satisfied of mileage in
bharat petroleum and remaining 24% of the respondents are not satisfied of mileage in bharat
petroleum.
It can be concluded that majority 75% of the respondents are satisfied of mileage in
bharat petroleum.
CHART NO – 3.14
Excellent 13 24%
Good 17 32%
Average 13 24%
Poor 10 18%
INTERPRETATION
The above the table shows that 24% of the respondents are good service provider in
bharatpetrolium, 32% of the respondents are excellent service provider in bharat petroleum,
24% of the respondents are Average service provider in bharat petroleum and remaining
18%of the respondents are poor service provider in bharat petroleum.
It can be concluded that majority 32% of the respondents are good service provider in
bharat petroleum.
CHART NO – 3.15
Excellent 13 24%
Good 17 32%
Average 13 24%
Poor 10 18%
TOTAL 53 100%
INTERPRETATION
The above the table shows that 24% of the respondents are overall bharat petroleum in
good, 32% of the respondents are overall bharat petroleum in average, 24% of the
respondents are overall bharat petroleum in excellent and remaining 18% of the respondents
are overall bharat petroleum in poor.
It can be concluded that majority 32% of the respondents are overall bharat petroleum
in good.
CHART NO – 3.16
Yes 43 81%
No 10 18%
TOTAL 53 100%
INTERPRETATION
The above the table shows that 81% of the respondents are worth for the cost in
bharatpetroleum ,18%of the respondents are not worth for the cost in bharat petroleum.
It can be concluded that majority 81% of the respondents are worth for the cost in
bharatpetroleum .
CHART NO – 3.17
Cash 13 24%
Credit 17 32%
TOTAL 53 100%
INTERPRETATION
The above the table shows that 24% of the respondents are mode of purchase in cash,
32% of the respondents are mode of purchase in credit, 24% of the respondents are mode of
purchase in netbanking and remaining 18%of the respondents are mode of purchase in
petrocard.
It can be concluded that majority 32% of the respondents are mode of purchase in
cash.
CHART NO – 3.18
Yes 40 75%
No 13 24%
TOTAL 53 100%
INTERPRETATION
The above table shows that 75% of the respondents are recommend to others and
remaining 24% of the respondents are not recommend to others.
It can be concluded that majority 75% of the respondents are recommend to others.
CHART NO – 3.19
FINDINGS
The union should be increase the number of the 3 roses and expand the door
delivery system to increase the sale of 3 roses.
The union should be make arrangements for 24 hours service to the consumers in
the 3 roses..
To improve the packing of the 3 roses and the package should be state the expiry
time of the 3 roses.
The price should be comparatively moderate with other brands.
The union should be create awareness about the 3 roses.
CONCLUSION
In a competitive scenario customer is the king. The normal progressing of any
concern in today’s marketing scenario is highly customer centric. To bring out credibility and
objectivity and to extend the coverage and leadership, the sustain was given in the study, with
a lot of care the company will make past progress towards excellence. They also provide
good features vehicles every year for their customer for increase the satisfaction level of
customer they always launched the motors according to customer demand but in heavy
competition market.
BIBILIOGRAPHY
WEBSITES
● www.3roses.com
● www.wikipedia.co.in
● www.google.co.in