PROJECT REPORT ON

RESEARCH METHODOLOGY

TOPIC: TO STUDY THE CUSTOMER SATISFACTION LEVEL OF THOSE WHO USES SERVO

SUBMITTED TO

PROF. SRINIVASAN

SUBMITTED BY

ARUNKUMAR [05]

ABDUL GANI [02]

SAGAYARAJ [36]

1

Table of Contents

S no Topics Page no

1 Executive summary 3

2 Research problem 4

3 Introduction about the company 4

4 Major achievements of Indian Oil Corporation 8

5 Problem Statement 9

6 Research Methodology 10

7 Sampling Technique 11

8 Data Collection 13

9 Literature review 16

10 Outlet Visited 18

11 Analysis and Interpretation 19

12 Chi-Square Analysis 34

13 Chart Showing Usage of Servo Mileage 37

14 Findings 41

15 Suggestions 41

16 Conclusion 42

17 Bibliography 42

2

Executive Summary

The petroleum industry includes the global processes of Exploration, Extractions,

Refining, transporting (often by oil tankers and pipelines), and marketing Petroleum

products. The largest volume products of the industry are fuel oil and gasoline (petrol).

Petroleum is also the raw material for many chemical products, including pharmaceuticals,

solvents, fertilizers, pesticides, and plastics. The industry is usually divided into three major

components: upstream, midstream and downstream. Midstream operations are usually

included in the downstream category. To survive in the competitive market company strives

to bring new technology, innovative products, and more important of the company is

customer satisfaction. Customers are the king in markets, as competition steps in every

company strives to get customer satisfaction. The project was undertaken to identify the

customer satisfaction level which today most of the service companies are facing. We have

chosen petrol bunk as there is a lack of customer satisfaction level and it is identified as

existing customers are satisfied with the Indian oil service and is having good prospective customers

for Indian oil services.

3

RESEARCH PROBLEM:

To study the Customer Satisfaction level of those who uses servo.

Indian Oil Corporation Ltd.

History of Indian Oil Corporation Ltd...

The Indian Oil Corporation Ltd. operates as the largest company in India in

terms of turnover and is the only Indian company to rank in the Fortune "Global 500"

listing. The oil concern is administratively controlled by India's Ministry of Petroleum

and Natural Gas, a government entity that owns just over 90 percent of the firm. Since

1959, this refining, marketing, and international trading company served the Indian

state with the important task of reducing India's dependence on foreign oil and thus

conserving valuable foreign exchange. That changed in April 2002, however, when the

Indian government deregulated its petroleum industry and ended Indian Oil's monopoly

on crude oil imports. The firm owns and operates seven of the 17 refineries in India,

controlling nearly 40 percent of the country's refining capacity.

Origins

Indian Oil owes its origins to the Indian government's conflicts with foreign-

owned oil companies in the period immediately following India's independence in 1947.

The leaders of the newly independent state found that much of the country's oil

industry was effectively in the hands of a private monopoly led by a combination of

British-owned oil companies Burmah and Shell and U.S. companies Standard-Vacuum

and Caltex.

An indigenous Indian industry barely existed. During the 1930s, a small number

of Indian oil traders had managed to trade outside the international cartel. They

4

imported motor spirit, diesel, and kerosene, mainly from the Soviet Union, at less than

world market prices. Supplies were irregular, and they lacked marketing networks that

could effectively compete with the multinationals.

Burmah-Shell entered into price wars against these independents, causing

protests in the national press, which demanded government-set minimum and

maximum prices for kerosene--a basic cooking and lighting requirement for India's

people--and motor spirit. No action was taken, but some of the independents managed

to survive until World War II, when they were taken over by the colonial government for

wartime purposes.

During the war, the supply of petroleum products in India was regulated by a

committee in London. Within India, a committee under the chairmanship of the general

manager of Burmah-Shell and composed of oil company representatives pooled the

supply and worked out a set price. Prices were regulated by the government, and the

government coordinated the supply of oil in accordance with defense policy.

The Indian Oil Industry Evolves: Late 1940s-60s

Wartime rationing lasted until 1950, and a shortage of oil products continued

until well after independence. The government's 1948 Industrial Policy Resolution

declared the oil industry to be an area of the economy that should be reserved for state

ownership and control, stipulating that all new units should be government-owned

unless specifically authorized. India remained effectively tied to a colonial supply

system, however. Oil could only be afforded if imported from a country in the sterling

area rather than from countries where it had to be paid for in dollars. In 1949, India

asked the oil companies of Britain and the United States to offer advice on a refinery

project to make the country more self-sufficient in oil. The joint technical committee

advised against the project and said it could only be run at a considerable loss.

5

The oil companies were prepared to consider building two refineries, but only

if these refineries were allowed to sell products at a price ten percent above world

parity price. The government refused, but within two years an event in the Persian Gulf

caused the companies to change their minds and build the refineries. The companies

had lost their huge refinery at Abadan in Iran to Prime Minister Mussadegh's

nationalization decree and were unable to supply India's petroleum needs from a

sterling-area country. With the severe foreign exchange problems created, the foreign

companies feared new Iranian competition within India. Even more important, the

government began to discuss setting up a refinery by itself.

Between 1954 and 1957, two refineries were built by Burmah-Shell and

Standard-Vacuum at Bombay, and another was built at Vizagapatnam by Caltex. During

the same period the companies found themselves in increasing conflict with the

government.

The government came into disagreement with Burmah Oil over the

Nahorkatiya oil field shortly after its discovery in 1953. It refused Burmah the right to

refine or market this oil and insisted on joint ownership in crude production. Burmah

then temporarily suspended all exploration activities in India.

Shortly afterward, the government accused the companies of charging

excessive prices for importing oil. The companies also refused to refine Soviet oil that

the government had secured on very favorable terms. The government was impatient

with the companies' reluctance to expand refining capacity or train sufficient Indian

personnel. In 1958, the government formed its own refinery company, Indian Refineries

Ltd. With Soviet and Romanian assistance, the company was able to build its own

refineries at Noonmati, Barauni, and Koyali. Foreign companies were told that they

would not be allowed to build any new refineries unless they agreed to a majority

shareholding by the Indian government.

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In 1959, the Indian Oil Company was founded as a statutory body. At first, its

objective was to supply oil products to Indian state enterprise. Then it was made

responsible for the sale of the products of state refineries. After a 1961 price war with

the foreign companies, it emerged as the nation's major marketing body for the export

and import of oil and gas.

Growing Soviet imports led the foreign companies to respond with a price war

in August 1961. At this time, Indian Oil had no retail outlets and could sell only to bulk

consumers. The oil companies undercut Indian Oil's prices and left it with storage

problems. Indian Oil then offered even lower prices. The foreign companies were the

ultimate losers because the government was persuaded that a policy of allowing Indian

Oil dominance in the market was correct. This policy allowed Indian Oil the market share

of the output of all refineries that were partly or wholly owned by the government.

Foreign oil companies would only be allowed such market share as equaled their share

of refinery capacity.

Principal Competitors:

Bharat Petroleum Corporation Ltd.; Hindustan Petroleum Corporation Ltd.; Royal

Dutch/Shell Group of Companies.

Corporate Vision

A major, diversified, Transnational integrated energy company with national leadership and a

strong environment Conscience, playing a national role in oil

Security & public distribution

Activities

IOC offers Services in areas like -

• Refineries.

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• Pipelines.

• Marketing.

• R&D.

• Petrochemicals.

• Gas.

• E&P.

• Major Projects (10 in nos).

Indian Oil Corporation product portfolio includes products like -

• Fuel and Feedstocks.

• Lubes and Greases.

• Petrochemicals and Specialities .

• Liquefied Petroleum Gas / LPG.

• Motor Spirit / Gasoline.

• Superior Kerosine Oil / Kero.

• High Speed Diesel / Gas Oil.

• Aviation Turbine Fuel /Jet Kero.

Major Achievements of Indian Oil Corporation

• Currently India's largest company by sales.

• Highest ranked Indian company in the prestigious Fortune 'Global 500' listing, at 135th

position.

• 20th largest petroleum company in the world.

International rankings

Indian Oil is the highest ranked Indian company in the prestigious Fortune Global 500

listing, the 116th position (in 2008) based on fiscal 2007 performance. It is also the 18th largest

petroleum company in the world and the number one petroleum trading company among the

8

National Oil Companies in the Asia-Pacific region. IOCL was featured on the 2008 Forbes Global

2000 at position 303.

SERVO brand of lubricants that will be blended in the plant is the market leader in the Indian Lube

industry, where all the leading multinational lubricant companies are operating. There are more than 2,000 SERVO

lubricant formulations tailor-made for different automotive, industrial and marine applications. SERVO Lubricants are

certified by world’s leading certifying authorities such as American Petroleum Institute and JASO and enjoy the

endorsements of leading original equipment manufacturers like Suzuki, Hyundai, Wartsila, Ashok Leyland, TVS, Bajaj

Auto, MAN B&W, ELGI, SKODA,Volvo, etc.

Brand of IOC

• Xtra premium

• Xtramile

• Indane

• Auto gas

• Indian oil Aviation service

• SERVO

Introduction to the study:

The role of customer in business plays a vital role in business functioning. Those customers are

treated as the king of business who needs to be delighted to carry out the business successfully. Here

the study attempts to determine the level of satisfaction derived by the customers who uses the

Indian oil corporation lubricant product SERVO. The study is conducted in retail outlet of IOC with the

ultimate end users who uses servo with an appropriate sample size, area of study.

Need for the study:

•To determine the level of customer satisfaction by using the lubricant SERVO

•To check the Satisfaction of the End users.

•To discuss the fulfillment derived by those use the product and outlet of Service.

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Problem statement:

To check the customer satisfaction level of those who uses Indian oil services, the end

users.

Scope of the study

• The scope of the study has been confined to the Chennai city and those who visit the outlet

at the time when the study is made.

• The scope of the study deals only with those end users who use Lubricant of Indian oil.

• The study is confined to the scope of competencies of IOC and their

customer loyalty.

OBJECTIVE:

Primary objective:

To determine the customer satisfaction level of those who uses SERVO.

Secondary objective:

To study the Preference of the product by Customers.

To study about Satisfaction of the outlet service, Price and mileage.

Research Methodology:

Methodology is an essential aspect of any project or research. It enables the researches look at

the problem in a systematic, meaningful and orderly way. Methodology comprises the sources of

data, selection of data, various designs and techniques used for analyzing the data.

Research design:It is the blueprint of the proposed research to be conducted. It enables to plan the

various activities and provide an insight into the type of difficulties that may arise so that the

researcher may be prepared to tackle the same.

The research design consists of:

The design technique

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The type of data

The sampling Methodology

Questionnaire

Descriptive research

It uses set of scientific methods and procedure to collect raw data and create data

structure that describes the existing characteristic of a defined target population.

The research concerned with finding out who, what, where, when or how much is a

Descriptive study.

The descriptive studies are more formalized and have a structure with clearly stated

hypothesis or investigative questions.

•Description of phenomena or characteristics.

•Estimates the proportion of population that have a certain set of characteristics

•Discovery of association among different variables.

Research Environment:

The research is being conducted in an actual Environment, which is known to be Field

study. The research was conducted on the IOC outlets in Chennai which contains both dealers

and company owned outlets. The researcher doesn’t have control over the variables in the field

study.

11

Sampling technique:

Sampling involves selecting a relatively small number of elements from a large defined

group of elements and expecting that the information gathered from the small group will allow

judgments to be made about the large group.

Population :

A population is an identifiable total group or aggregation of elements that are of interest to the

researcher and pertinent to the specific problem.

It refers to the defined target population; our defined target population is INDIAN OIL CORPORATION

customers, who visit the outlet when the study is conducted.

Sample

Sample is a subset or subgroup of the population. It comprises some members selected

from it. Only some and not all the elements of population would form the sample.100

Sample is being collected using Convenience sampling technique.

Non probability sampling :

Convenience Sampling:

Non probability samples that are restricted are called convenient sampling. It refers to

the collection of information from members of population who are conveniently available to

provide it. Researchers have the freedom to choose as samples whomever they find thus it is

named as Convenience.

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It is mostly used in Exploratory phase of a research project and it is best way of getting

information quickly and efficiently.

As the population is unknown and any one can visit the outlet at the time of research so

the Convenience Sampling technique is used.

Sample collected is of

• Accurate

• Precision

The following thumb rule Proposed by Roscoe are considered:

• Sample size larger than 30 and less than 500 are appropriate

• Samples are broken into sub samples and group of a minimum sample size of 30 in each

category should be fixed

Sample size

10 outlets are selected from Chennai and from each outlet 10 samples are collected.

Totally a sample of 100 is being selected.

Data Collection:

The primary data are collected through Schedule method. Schedule method is

undertaken to find the customer satisfaction and opinion. A survey was conducted among the

people of Chennai city by the aid of well structured Schedule. The population for the study

consists of people who are using Indian oil Lubricant (servo).

The sampling unit for the study is 100, which includes the Indian oil users in Hyderabad

city. The sampling size includes male and female users from different occupation, age. The

13

sampling size was restricted to 100 for want of time. Here, convenient sampling technique has

been adopted for collecting the primary data.

Source of data

The data are collected from major sources:

Primary data

Primary data refers to information gathered firsthand by the researcher for the

specific purpose of the study. It is raw data without interpretations and represents the personal

opinion. Primary sources are most authoritative since the information is not filtered and

tampered.

Some of the primary data:

• Focus Group

• Panels

• Interviews

• Telephone interview

• Observation

• Questionnaires

• Schedules

Source of data collection used in the study:

Schedules

In the case of Schedules the responses are filled up by researcher himself or by

enumerators who are appointed for this purpose. A schedule is a proforma containing a Set of

question and the space to record the answer for the same. The enumerators

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Along with the Schedules meet the respondent, put the questions to them from the

proforma in order the questions are listed and record the replies in the space meant for the

same.

Advantages:

The researcher can explains the aims and objectives of the investigation

Helps to clear doubts and difficulties

It leads to fairly reliable results.

Schedule is used to collect data from the customer who visits the outlet as there will be Lack

of time to fill the questionnaire by their own.

Secondary data

Secondary data refers to the information gathered from already existing source.

Secondary data may be either published or unpublished source data.

Unpublished source include company record or archives, dairies, letters.

Collection of secondary data involves less time and cost

Secondary data Used are:

Internet

journals and magazines

Dailies

Survey Methodology:

A survey was conducted, consisting of a sample of randomly selected people. This

survey aims to find out how Indian oil corporation’s customers Rate their products and services.

A copy of the customer survey is attached in the Annexure.

Characteristics of visit:

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The respondents were first asked to describe the characteristics of a typical visit to a

Outlet. This includes their frequency of visits, and influential factors affecting their choice.

Measurement Done:

Selecting the observable empirical events.

Developing a set mapping rules

Applying the mapping rules to each observation of that event.

Scale Used:

Likerts scale is designed to examine how strongly the respondent agree or disagree

with the statement relating to the attitude or object on a 5-point scale.

The scores on the individual item are summed to produce a total score for the

respondent.

Rating:

The survey also asked the customers to rate the following parameters on a scale of 1-5

(5 being Highly satisfied , 1 being Highly dissatisfied), for IOC.

Quality of products.

Prices of products.

Outlet Service

Limitations

The scope of the research is confined only to Chennai so it deals only with the

customers of a particular place and deals with the outlets present there and the people visit

there.

Literature Review:

16

Customer satisfaction, a business term, is a measure of how products and services supplied by

a company meet or surpass customer expectation. It is seen as a key performance indicator

within business and is part of the four perspectives of a Balance Scorecard.

In a competitive marketplace where businesses compete for customers, customer satisfaction is

seen as a key differentiator and increasingly has become a key element of business strategy.

There is a substantial body of empirical literature that establishes the benefits of customer

satisfaction for firms.

Measuring customer satisfaction:

Organizations are increasingly interested in retaining existing customers while targeting non-

customers; measuring customer satisfaction provides an indication of how successful the

organization is at providing products and/or services to the marketplace.

Customer satisfaction is an ambiguous and abstract concept and the actual manifestation of the

state of satisfaction will vary from person to person and product/service to product/service.

The state of satisfaction depends on a number of both psychological and physical variables

which correlate with satisfaction behaviors such as return and recommend rate. The level of

satisfaction can also vary depending on other options the customer may have and other

products against which the customer can compare the organization's products.

Because satisfaction is basically a psychological state, care should be taken in the effort of

quantitative measurement, although a large quantity of research in this area has recently been

developed. Work done by Berry, Brodeur between 1990 and 1998 defined ten 'Quality Values'

which influence satisfaction behavior, further expanded by Berry in 2002 and known as the ten

domains of satisfaction. These ten domains of satisfaction include: Quality, Value, Timeliness,

Efficiency, Ease of Access, Environment, Inter-departmental Teamwork, Front line Service

Behaviors, Commitment to the Customer and Innovation. These factors are emphasized for

continuous improvement and organizational change measurement and are most often utilized

to develop the architecture for satisfaction measurement as an integrated model. Work done

17

by Parasuraman, Zeithaml and Berry between 1985 and 1988 provides the basis for the

measurement of customer satisfaction with a service by using the gap between the customer's

expectation of performance and their perceived experience of performance. This provides the

measurer with a satisfaction "gap" which is objective and quantitative in nature. Work done by

Cronin and Taylor propose the "confirmation/disconfirmation" theory of combining the "gap"

described by Parasuraman, Zeithaml and Berry as two different measures (perception and

expectation of performance) into a single measurement of performance according to

expectation. According to Garbrand, customer satisfaction equals perception of performance

divided by expectation of performance.

The usual measures of customer satisfaction involve a survey with a set of statements using a

Likerts Technique or scale. The customer is asked to evaluate each statement and in term of

their perception and expectation of performance of the organization being measured.

Outlets Visited:

Alfa Gas line

174, Poonamalle High Road ,

Kilpauk ,

Chennai.

Ph: 044 28360252

Indian Oil Corporation Limited

Petrol PumpGate-2, GM Pettai Road,

Royapuram,

Chennai

Ph: 044 25956073

Indian Oil Corporation Limited

18

MTH road, Ambattur

Chennai – 600 053.

Indian Oil Corporation Limited

KH road, Aynavaram

Chennai 23.

Analysis and Interpretations

Percentage analysis

Gender group of the Respondents

Gender Number of Respondents Percentage

Male 81 81%

Female 19 19%

Total 100 100%

INTERPRETATION:

• 81% of the respondents are Male.

• 19% of the respondents are Female.

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GENDER RESPONDENT

NUMBER OF RESPONDENT

20

Age Group Number of Respondents Percentage

20-30 44 44%

31-40 36 36%

41-50 13 13%

Above 51 7 7%

Total 100 100%

INTERPRETATION:

44% of the respondents are between the age group 20 – 30.

36% of the respondents are between the age group 31 – 40.

13% of the respondents are between the age group 41 – 50.

7% of the respondents are above 51 years of age.

NUMBER OF RESPONDENT

44%

36%

13%7%

1

2

3

4

5

6

7

21

Occupation of the respondents

Occupation Number of Respondents Percentage

Professionals 35 35%

Business 23 23%

Others 42 42%

INTERPRETATION:

22

• 35% people are professionals

• 23% people are Business

• 42% belongs to other category.

Occupation of the respondents

23

35%

23%

42% 1

2

3

4

5

Table showing Satisfaction of Customers in Value of Servo

(In %)

24

Value

Very unsatisfied 8

Unsatisfied 15

Neutral 25

Satisfied 43

Very Satisfied 9

INTERPRETATIONS

o 8% of customers are Very unsatisfied

o 15% of customers are unsatisfied

o 25% of customers are neutral

o 43% of customers are satisfied

o 9% of customers are Very satisfied

Figure showing over all satisfaction level in VALUE of SERVO

25

8

15

25

43

9

0

5

10

15

20

25

30

35

40

45

50

VeryUN satisfied

Unsatisfied Neutral Satisfied VerySatisfied

Table showing Satisfaction in Availability of products

26

Availability of price

Very unsatisfied 0

Unsatisfied 9

Neutral 16

Satisfied 61

Very Satisfied 14

Inference:

• 9% of customers are Unsatisfied

• 18% of customers are neutral

• 61% of customers are satisfied

• 14% of customers are Very satisfied

Figure showing Satisfaction in Availability of products

27

0

9

16

61

14

0

10

20

30

40

50

60

70

Very Unsatisfied

Unsatisfied Neutral Satisfied Very Satisfied

Table showing Satisfaction level in Price

28

Price

Very unsatisfied 1

Unsatisfied 18

Neutral 26

Satisfied 42

Very Satisfied 13

Inference:

• 1% of customers are Very unsatisfied

• 10% of customers are unsatisfied

• 20% of customers are neutral

• 42% of customers are satisfied

• 13% of customers are Very satisfied

Figure showing Satisfaction in Price of Servo

29

1

18

26

42

13

0

5

10

15

20

25

30

35

40

45

VerySatisfied

Unsatisfied Neutral Satisfied Very Satisfied

Outlet Service

30

Outlet Service

Very unsatisfied 6

Unsatisfied 40

Neutral 3

Satisfied 39

Very Satisfied 12

Inference:

6% of customers are Very unsatisfied

40% of customers are unsatisfied

3% of customers are neutral

39% of customers are satisfied

12% of customers are Very satisfied

31

6

40

3

39

12

0

5

10

15

20

25

30

35

40

Very Unsatisfied

Unsatisfied Neutral Satisfied Very Satisfied

Figure showing over all Satisfaction Level of servo.

32

Very Unsatisfied Unsatisfied

NeutralSatisfied

Very Satisfied

S1

4.27

14.72

27.27

39.36

14.38

0

5

10

15

20

25

30

35

40

Interpretations:

1. 4.27% are Very unsatisfied of using Servo lubricant

2. 14.72% are unsatisfied of using Servo lubricant

3. 27.27% are Neutral of using Servo lubricant

4. 39.38% are satisfied of using Servo lubricant

5. 14.38% are Very satisfied of using Servo lubricant.

CHI-SQUARE ANALYSIS

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Chi square analysis is applied to test the Association of Attributes of observed data

with assumed theoretical distribution. It has great use in statistics specially in sampling studies,

where we expect a doubted coincidence between actual and expected frequencies and the extent

to which the difference.

The test statistics

χ2 = ∑ {(O-E) 2 / E}

O – Observed frequencies E - Expected frequencies

Expected frequency (E) can be calculated using the formula

E = (row total * column total) / grand total

Degrees of freedom can be calculated by the formula (r-1)*(c-1)

r- No of rows c- no of columns

If the calculated value of χ2 < the table value of χ2 at certain level of significance,

the hypothesis will be accepted and vice versa.

Chart for Usage of Servo and Price

34

H0: There is no association between the usage of servo and price

H1: There is an association between the usage of servo and price

Price

Usage of Products

Very Unsatisfied

Un Satisfied Neutral Satisfied

Very satisfied

Total

once a week

2 12 8 17 3 42

2-3 time a1 11 11 15 7 45

Once a month

0 0 0 8 5 13

Total3 23 19 40 15 100

O E O –E (O-E)2 (O-E)2 / E

35

2 1 1 1 112 9 3 9 1 8 7 1 1 0.1428

17 16 1 1 0.06253 6 -3 9 1.51 1 0 0 0

11 10 1 1 0.111 8 3 9 1.12515 18 3 9 0.57 6 1 1 0.16660 0 0 0 00 2 -2 4 20 2 -2 4 28 5 3 9 1.85 1 4 16 16

Total 27.3969

Degree of freedom = 8.

Calculated value of χ2 with degrees of freedom 8 at 5% level of significance is 15.507

Conclusion:

The calculated value of χ2 > Table value of χ2 the null hypothesis is rejected and H1 is accepted.

Chart showing Usage of Servo and mileage

36

H0: There is no association between the usage of servo and mileage.

H1: There is association between the usage of servo and mileage.

Usage of Products

Very Unsatisfied

Un Satisfied Neutral Satisfied

Very satisfied

Total

once a week

2 3 3 17 8 33

2-3 time a1 4 21 17 9 52

Once a month

0 1 1 8 5 15

Total 3 8 25

4222

100

37

O E O –E (O-E)2 (O-E)2 / E

2 0.99 1.01

1.0201

1.0304

3 2 1 1 0.53 8 -5 25 3.12

17 13 4 16 1.2308 7 1 1 0.142

1 1 0 0 04 4 0 0 0

21 13 8 64 4.917 21 -4 16 0.769 11 -3 9 0.81

0 0.45 -0.45 0.025 0.0551 1 0 0 01 3 -2 4 1.338 6 2 4 0.665 3 2 4 1.33

Total 15.9056

Degree of freedom =8.

Calculated value of χ2 with degrees of freedom 8 at 5% level of significance is 15.507

Conclusion:

The calculated value of χ2 > Table value of χ2 the null hypothesis is rejected and H1 is accepted.

38

Chart showing Usage of servo and service of outlet

H0: There is no association between the usage of servo and Service of outlet

H1: There is association between the usage of servo and Service of outlet

Usage of Products

Very Unsatisfied

Un Satisfied Neutral Satisfied

Very satisfied

Total

once a week

4 18 11 10 2 45

2-3 time a2 16 6 9 8 41

Once a month

0 7 1 2 4 14

Total 6 41 18

21 14 100

39

O E O –E (O-E)2 (O-E)2 / E

4

2.7 1.3 1.69

0.625

18 18.45 -0.45 0.2025 0.0109 11 8.1 2.9 8.41 1.038210 9.45 0.55 0.3025 0.03202 6.3 -4.3 18.49 2.934

2 2.46 -0.46 0.2116 0.08616 16.81 -0.81 0.6561 0.0396 7.38 1.38 1.904 0.25799 8.61 0.39 0.1521 0.01768 5.74 2.26 5.1076 0.889

0 0.84 -0.84 0.7056 0.847 5.74 1.26 1.5876 0.2761 2.52 -1.52 2.310 0.91682 2.94 -0.94 0.8836 0.3005 4 1.96 2.04 4.1616 2.1232

Total 9.7611

Degree of freedom = 8

Calculated value of χ2 with degrees of freedom 8 at 5% level of significance is 15.507

Conclusion:

The calculated value of χ2 < Table value of χ2 the null hypothesis is Accepted and H1 is Rejected.

40

Findings:

o 4.27% are Very unsatisfied of using Servo lubricant

o 14.72% are unsatisfied of using Servo lubricant

o 27.27% are Neutral of using Servo lubricant

o 39.38% are satisfied of using Servo lubricant

o 14.38% are Very satisfied of using Servo lubricant.

o 40% of customers are unsatisfied in service outlet.

o 42% are satisfied in Price of the product

o 10% are Unsatisfied in pricing of servo

o From the Chi square analysis it is found that there is an Association between the Usage of

servo and the mileage of the vehicles.

Suggestions:

-Dealers service should be Improved

-Ambience of the outlet can be increased

-Time spent by the customers in the outlet can be minimized

-Complements can be given to customers.

41

Conclusion:

It can be concluded that the existing customers are satisfied with the

Indian oil service and is having good prospective customers for Indian oil

services. By creating more awareness, Promotional offer, the prospects for Indian

Oil Corporation can be generated.

Bibliography:

www.iocl.com

www.google.com/finance?q=BOM:530965

www.frost.com/prod/servlet/ti-methodology.

www.sociosite.net/topics/research.php

www.alacrastore.com/company-snapshot/Indian_Oil_Corporation_Ltd-1022404

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