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Final Year Project

The document certifies the project report titled 'A Study on Customer Satisfaction Towards Bharat Petroleum with Special Reference to Sathy Town' submitted by MEKALA.C for her Bachelor of Commerce degree at Bharathiar University. It includes acknowledgments to various faculty members for their support, outlines the research objectives, methodology, and limitations, and provides a company profile of Bharat Petroleum Corporation Limited. The study aims to analyze consumer satisfaction and preferences regarding Bharat Petroleum products.
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0% found this document useful (0 votes)
8 views57 pages

Final Year Project

The document certifies the project report titled 'A Study on Customer Satisfaction Towards Bharat Petroleum with Special Reference to Sathy Town' submitted by MEKALA.C for her Bachelor of Commerce degree at Bharathiar University. It includes acknowledgments to various faculty members for their support, outlines the research objectives, methodology, and limitations, and provides a company profile of Bharat Petroleum Corporation Limited. The study aims to analyze consumer satisfaction and preferences regarding Bharat Petroleum products.
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
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CERTIFICATE

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

Signature of the Guide Head of the Department

PRINCIPAL

Viva Voce Examination held on

INTERNAL EXAMINER EXTERNAL EXAMINER


DECLARATION
DECLARATION

I do hereby declare that the project, 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 and independent research
work done by me during 2021 – 2022 under the supervision of
Dr.S.UMAMAHESWARI.,M.Com.,M.Phil.,MBA.,B.Ed.,NET.,Ph.D, Assistant Professor
of Commerce Kaamadhenu Arts and Science College , Sathyamangalam . It has
not formed the basis of award of any Degree / Diploma / Associate Ship / Fellowship or
other similar title of any candidate of any University.

Signature of the Candidate

Place : Sathyamangalam

Date :
ACKNOWLEDGEMENT
ACKNOWLEDGEMENT

I wish to express my sincere thanks to Thiru, R.PERUMALSAMY, Avl, Chairman of


Kaamadhenu Arts and Science College, Sathyamangalam for providing me an opportunity to
perform this project report.

I am extremely grateful to our Secretary Ms.P.ARUNTHATHI,BE.,MS., for giving kind advice


to do the project work.

I am extremely grateful to our Joint Secretary Ms.P.MALARSELVI,M.A., M.A., M.Ed.,


M.Phil., for giving kind advice to do the project work.

I am extremely grateful to our principal Dr.K.SENTHIKUMAR,M.Com(CA)., M.Phil., MBA.,


ACS., ACMA., PGDCA., Ph.D., for giving kind advice to do the project work

I would like to express my warm thanks to Dr.M.KANNAN.,M.Com(CA).,M.Phil.,Ph.D,


Head, Department of Commerce, for granting this valuable opportunity to do this project

work.

I am sincerely thankful to Dr.S.UMAMAHESWARI.,M.Com.,M.Phil.,MBA.,B.Ed


NET.,Ph.D, Assistant Professor, Department of Commerce.My internal guide, for the
valuable guidance support for all help, Encouragement and guidance in completing my
project work successfully.

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

S.NO TABLE PAGE


3.1 THE RESPONDENTS OF GENDER NO
3.2 THE RESPONDENTS OF AGE
3.3 THE RESPONDENTS OF MARITAL STATUS
3.4 THE RESPONDENTS OF EDUCATION QUALIFICATION
3.5 THERESPONDENTS DETAILS ABOUT MONTHLY INCOME
3.6 THE RESPONDENTSFAMILY MEMBERS
3.7 THERESPONDENTS FAMILY TYPE
3.8 THE RESPONDENTS KNOW ABOUT THIS PRODUCT
3.9 THERESPONDENTS LIKE BHARAT PETROLIUM
THERESPONDENTS SATISFACTION LEVEL OF
3.10
BHARAT PETROLIUM

3.11 THE RESPONDENTS ATTRACTING BHARAT PETROLIUM


3.12 THERESPONDENTS REFER TO OTHERS
THE RESPONDENTS ITEMS CONSUME OF
3.13
BHARAT PETROLIUM
THE RESPONDENTS SATISFICATION OF MILEAGE
3.14
IN BHARAT PETROLIUM
THE RESPONDENTS SERVICE PROVIDER OF BHARAT
3.15 PETROLIUM
THE RESPONDENTS OVERALL VALUE OF
3.16
BHARAT PETROLIUM
THE RESPONDENTS WORTH FOR THE COST IN
3.17
BHARAT PETROLIUM
3.18 THE RESPONDENTS MODE OF PURCHASE
DETAILS ABOUT THE RESPONDENTS PRODUCTS
3.19 RECOMMEND TO OTHERS
CHAPTER I

INTRODUCTION AND DESIGN OF THE STUDY

1.1 INTRODUCTION ABOUT THE STUDY

Marketing is the process of communicating the value of a product or service to


customers, for the purpose of selling the product or service. It is a critical business function
for attracting customers. From a societal point of view, marketing is the link between a
society’s material requirements and its economic patterns of response. Marketing satisfies
these needs and wants through exchange processes and building long term relationships. It is
the process of communicating the value of a product or service through positioning to
customers. Marketing can be looked at as an organizational function and a set of processes
for creating, delivering and communicating value to customers, and managing customer
relationships in ways that also benefit the organization and its shareholders.
Marketing is the science of Choosing target markets through market analysis and
market segmentation, as well as understanding consumer buying behavior and providing
superior customer value. There are five competing concepts under which organizations can
choose to operate their business; the production concept, the product concept, the selling
concept, the marketing concept, and the holistic marketing concept. The four components of
holistic marketing are relationship marketing, internal marketing, integrated marketing, and
socially responsive marketing. The set of engagements necessary for successful marketing
management includes, capturing marketing insights, connecting with customers, building
strong brands, shaping the market offerings, delivering and communicating value, creating
long-term growth, and developing marketing strategies and plans.
The word ‘Market’ is derived from the Latin word ‘Marcatus’ meaning merchandise,
wares, traffic, trade or a place where business is conducted. The common usage of market
means a place where goods are bought or sold.
The management process through which goods and services move from concept to the
customer. It includes the coordination of four elements called marketing:
1. Identification, selection and development of a product
2. Determination of its price
3.Selection of a distribution channel to reach the customer's place
4. Development and implementation of a promotional strategy.
The essence of marketing is an exchange or a transaction, intended to satisfy human
needs or wants. That is marketing is a human activity directed at satisfying needs and wants,
through an exchange of process. A demand is a want for which the consumer is prepared to
pay a price.
A want is anything or a service the consumer desires or seeks. Wants become
demands when backed by purchasing power. A need is anything the consumer feels to keep
himself alive and healthy. A transaction consists of two parties. A transaction differs from the
transfer. A transfer may receive nothing in return. The main aim of marketing is to make sales
in order to earn reasonable profit for the producer.

"Customer satisfaction provides a leading indicator of consumer purchase


intentions and loyalty." "Customer satisfaction data are among the most frequently collected
indicators of market perceptions. Their principal use is twofold:"

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.

1.3 OBJECTIVES OF THE STUDY

The study is conducted with the following objectives:


● To know the socio-economic profile of the consumers
● To determine the most influencing factor in the of the Bharat Petroleum.
● To know the source of influence in the purchase of purchase of theBharat Petroleum.
● To study the satisfaction of the consumers towards theknow the pattern of usages of
the Bharat Petroleum.

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.

1.4.1 Research design:

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

The study was limited to a period of Three Months.

1.4.4 Research Tools


The researcher selects simple percentage method for the research analysis &
interpretations.

Simple percentage =
1.5LIMITATIONS OF THE STUDY

● The bias from the respondent is another limitation.

● Respondents may behave differently under different situations.

● The sample size is limited to 100 respondents, due to lack of time

● It is limited to erodeonly
1.6 CHAPTER SCHEME

CHAPTER I

The introduction chapter covers introduction, statement of the problem, methodology,


limitation of the study and chapter scheme are discussed in the introduction chapter.

CHAPTER II

This chapter covers company profile.

CHAPTER III

This chapter deals with data analysis and interpretation

CHAPTER IV

This chapter examines the summary of finding and suggestions of the study

CHAPTER V

This chapter deals with conclusion of the study.


CHAPTER – II

COMPANY PROFILE

Bharat Petroleum Corporation Limited (BPCL) is a Public sector


undertaking controlled oil and gas company headquartered in Mumbai, Maharashtra.The
Corporation operates two large refineries of the country located in Kochi and Mumbai. The
company is India's 2nd largest downstream oil company and is ranked 275th on
the Fortune list of the world's biggest corporations as of 2019.[3] BPCL ranked 672 in the
Forbes 2018 list.

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

Bharat Petroleum operates the following refineries:

● Mumbai Refinery : Located near Mumbai, Maharashtra. It has a capacity of 13 million


metric tonnes per annum.
● Kochi Refinery : Located near Kochi, Kerala. It has a capacity of 15.5 million metric
tonnes per annum.
● Bina Refinery : Located near Bina, Sagar district, Madhya Pradesh. It has a capacity of 6
million metric tonnes per year. This refinery is operated by Bharat Oman Refineries
Limited, a joint venture between Bharat Petroleum and Oman Oil Company.
● Numaligarh Refinery : Located near Numaligarh, Golaghat district, Assam. It has a
capacity of 3 million metric tonnes per year.

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

DATA ANALYSIS AND


INTERPRETATION

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

TABLE SHOWS THE RESPONDENTS OF GENDER

Gender No of Respondents Percentage (%)

Male 25 47%

Female 28 53%

TOTAL 53 100%

Source : Primary Data

INTERPRETATION

The above table shows that 53% of the respondents are female and 47% respondents
are Male.

It can be concluded that majority 53% of the respondents are female.


CHART NO – 3.1

CHART SHOWS THE RESPONDENTS OF GENDER


TABLE NO – 3.2

TABLE SHOWS THE RESPONDENTS OF AGE

Age No of Respondents Percentage (%)

Up to 20 Years 11 20%

21–30 Years 16 30%

31-40 Years 13 24%

Above 40 Years 13 24%

TOTAL 53 100%

Source : Primary Data

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.

It can be concluded that majority 30% of the respondents are up to 20 years.


CHART NO – 3.2

CHART SHOWS THE RESPONDENTS OF AGE


TABLE NO – 3.3

TABLE SHOWS THE RESPONDENTS OF MARITAL STATUS

Marital Status No of Respondents Percentage (%)

Married 25 47%

Unmarried 28 52%

TOTAL 53 100%

Source : Primary Data

INTERPRETATION

The above table shows that 52% of the respondents are unmarried and 47%
respondents are married.

It can be concluded that majority 52% of the respondents are unmarried.


CHART NO – 3.3

CHART SHOWS THE RESPONDENTS MARITAL


STATUS
TABLE NO – 3.4

TABLE SHOWS THE RESPONDENTS OF EDUCATION QUALIFICATION

Educational Qualification No of Respondents Percentage (%)

Illiterate 20 37%

School 10 18%

Diploma 11 20%

Degree 12 22%

TOTAL 53 100%

Source : Primary Data

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.

It can be concluded that majority 37% of the respondents belong to thellliterate.


CHART NO – 3.4

CHART SHOWS THE RESPONDENTS OF EDUCATION QUALIFICATION


TABLE NO – 3.5

TABLE SHOWS THERESPONDENTS DETAILS ABOUT MONTHLY


INCOME

Monthly Income No of Respondents Percentage (%)

Below Rs.10000 13 24%

Rs.10001-Rs.15000 17 32%

Rs.15001-20000 13 24%

Above Rs.20000 10 18%

TOTAL 53 100%

Source : Primary Data

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

CHART SHOWS THERESPONDENTS DETAILS ABOUT MONTHLY


INCOME
TABLE NO – 3.6
TABLE SHOWS THE RESPONDENTSFAMILY
MEMBERS

Family Members No of Respondents Percentage (%)

Below two 13 24%

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

TABLE SHOWS THERESPONDENTS FAMILY


TYPE

Family Type No of Respondents Percentage (%)

Nuclear Family 27 50%

Joint Family 26 49%

TOTAL 53 100%

Source : Primary Data

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

CHART SHOWS THERESPONDENTS FAMILY


TYPE
TABLE NO – 3.8

TABLE SHOWS THE RESPONDENTS KNOW ABOUT THIS PRODUCT

Opinion No of Respondents Percentage (%)

By Television 13 24%

By Newspaper 17 32%

By Friends 13 24%

By Relatives 10 18%

TOTAL 53 100%

Source : Primary Data

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

CHART SHOWS THE RESPONDENTS KNOW ABOUT THIS PRODUCT


TABLE NO – 3.9

TABLE SHOWS THERESPONDENTS LIKE BHARAT PETROLIUM

Opinion No of Respondents Percentage (%)

Yes 26 49%

No 27 51%

TOTAL 53 100%

Source : Primary Data

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

CHART SHOWS THERESPONDENTS LIKE BHARAT PETROLIUM


TABLE NO – 3.10

TABLE SHOWS THERESPONDENTS SATISFACTION LEVEL OF


BHARAT PETROLIUM

Opinion No of Respondents Percentage (%)

Quality 13 24%

Price 17 32%

Quantity 13 24%

Offers 10 18%

TOTAL 53 100%

Source : Primary Data

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

CHART SHOWS THERESPONDENTS SATISFACTION OF BHARAT


PETROLIU
TABLE NO– 3.11

TABLE SHOWS THE RESPONDENTS ATTRACTING BHARAT


PETROLIUM

Opinion No of Respondents Percentage (%)

Price 13 24%

Service 17 32%

Quality 13 24%

Others 10 18%

TOTAL 53 100%

Source : Primary Data

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

CHART SHOWS ATTRACTING BHARAT


PETROLIUM
TABLE NO – 3.12

TABLE SHOWS THERESPONDENTS REFER TO OTHERS

Option No of Respondents Percentage (%)

Yes 43 81%

No 10 18%

TOTAL 200 100%

Source : Primary Data

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

CHART SHOWS THERESPONDENTS REFER TO OTHERS


TABLE NO – 3.13

TABLE SHOWS THE RESPONDENTS ITEMS CONSUME OF


BHARAT PETROLIUM

Opinion No of Respondents Percentage (%)

Petrol 13 24%

Power Petrol 17 32%

Disel 13 24%

Others 10 18%

TOTAL 53 100%

Source : Primary Data

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

CHART SHOWS THE RESPONDENTS ITEMS CONSUME OF


BHARAT PETROLIUM
TABLE NO – 3.14

TABLE SHOWS THE RESPONDENTS SATISFICATION OF MILEAGE


IN BHARAT PETROLIUM

Opinion No of Respondents Percentage (%)

Yes 40 75%

No 13 24%

TOTAL 53 100%

Source : Primary Data

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

CHART SHOWS THE RESPONDENTS SATISFICATION OF MILEAGE


IN BHARAT PETROLIUM
TABLE NO – 3.15

TABLE SHOWS THE RESPONDENTS SERVICE PROVIDER OF


BHARAT PETROLIUM

Opinion No of Respondents Percentage (%)

Excellent 13 24%

Good 17 32%

Average 13 24%

Poor 10 18%

TOTAL 200 100%

Source : Primary Data

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

CHART SHOWS THE RESPONDENTS SERVICE PROVIDER OF


BHARAT PETROLIUM
TABLE NO – 3.16

TABLE SHOWS THE RESPONDENTS OVERALL VALUE OF


BHARAT PETROLIUM

Opinion No of Respondents Percentage (%)

Excellent 13 24%

Good 17 32%

Average 13 24%

Poor 10 18%

TOTAL 53 100%

Source : Primary Data

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

CHART SHOWS THE RESPONDENTS OVERALL VALUE OF


BHARAT PETROLIUM
TABLE NO – 3.17

TABLE SHOWS THE RESPONDENTS WORTH FOR THE COST IN


BHARAT PETROLIUM

Opinion No of Respondents Percentage (%)

Yes 43 81%

No 10 18%

TOTAL 53 100%

Source : Primary Data

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

CHART SHOWS THE RESPONDENTS WORTH FOR THE COST IN


BHARAT PETROLIUM
TABLE NO – 3.18

TABLE SHOWS THE RESPONDENTS MODE OF PURCHASE

Opinion No of Respondents Percentage (%)

Cash 13 24%

Credit 17 32%

Net banking 13 24%

Petro card 10 18%

TOTAL 53 100%

Source : Primary Data

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

CHART SHOWS THE RESPONDENTS MODE OF PURCHASE


TABLE NO – 3.19

TABLE SHOWS DETAILS ABOUT THE RESPONDENTS


PRODUCTS RECOMMEND TO OTHERS

Opinion NO. of Respondents Percentage (%)

Yes 40 75%

No 13 24%

TOTAL 53 100%

Source :Primary Data

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

CHARTSHOWS DETAILS ABOUT THE RESPONDENTS


PRODUCTS RECOMMEND TO OTHERS
CHAPTER -
IV

SUMMARY OF FINDINGS, SUGGESTIONS AND


CONCLUSION

FINDINGS

● The majority 54% of the respondents are female.


● The majority 40% of the respondents are up to 20 years.
● The majority 54% of the respondents are unmarried.
● The majority 28% of the respondents belong to the school.
● The majority 38% of the respondents are monthly income is Rs10001 –
Rs.15000.
● The majority 36% of the respondents belong to the family member size is three.
● The majority58% of the respondents are nuclear family type.
● The majority 44% of the respondents are less than 1 year experience in
power loom weaving.
● The majority 66% of the respondents are like bharat petroleum
● The majority 34% of the respondents are satisfied of price in bharat petroleum.
● The majority 42% of the respondents are attracting quality of bharat petroleum.
● The majority 76% of the respondents are refer to others.
● The majority 36% of the respondents are consume of bharat petroleum in
petrol.
● The majority 72% of the respondents are satisfied of mileage in bharat
petroleum.
● The majority 46% of the respondents are good service provider in
bharat petroleum.
● The majority 42% of the respondents are overall bharat petroleum in good.
● The majority 72% of the respondents are worth for the cost in bharatpetroleum .
● The majority 32% of the respondents are mode of purchase in cash.
● The majority 64% of the respondents are recommend to others
SUGGESTIONS

 To improve the performance of the union it should be maintain good relationship


with the agents and customer.
 The union should be improve the quality of 3 roses by the way of advanced
scientific methods.

 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.

 A personal demonstration is good to introduce a new product as its


peculiar advantages can be highlighted and the consumer’s doubts cleared.
 To get more business and market share the manufacturer should make
huge investment in technology.
CHAPTER -V

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

● Bhat, R (2005) Marketing Managements: Structure, Performance, and Future


Challenges VikalpaVol. 30, No. 3 pp. 94-96
● Kannan, N. and Thangavel, N. (2008) Overview of Business Statisticsr. Academic
Open Internet Journal. www.acadjournal.com Volume 22. ISSN 1311-4360
● Krishnamurthy, S (2005) Marketing Management ,& Practice Of Marketing in India,.
VikalpaVol. 30, No. 3 p.96-101.
● Roy, S. and Vishal, (2007) Dynamics of Private Sector Research Methodology
India: A Case Study AIMS International Vol. 1, No.3, pp. 175-188
● Saraogi, G (2009) Report on Comparative Analysis of Marketing Products Institute
for Technology and Management, Warangal

WEBSITES

● www.3roses.com

● www.wikipedia.co.in

● www.google.co.in

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