Syn Bharat Gas

8/13/2019 Syn Bharat Gas

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SYNOPSIS REPORT

ON

CUSTOMER SATISFACTION

AT

BHARAT GAS


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COMPANY PROFILE

Bharatgas- Providing Customer Delight to over 30 million Homes!

HistoryLPG as a household cooking fuel was introduced b erstwhile urmah "hell under the brand name

#urshane$ in mid %&''( )he *ourne of LPG as a domestic fuel continued with urmah "hell until

the Government nationali+ed the Com,an urmah "hell to become harat Petroleum(

#haratgas$ from harat Petroleum has dominated the LP Gas market in ndia for over three decades(t was indeed a great challenge for haratgas to re,lace urshane as a brand name since #urshane$

had become a generic name in the countr for LPG( harat Petroleum.s ins,iration to meet ever

challenge drove them to work towards establishing haratgas as a dominant brand(

Achievee!ts/arket research hel,ed in understanding the strength of the brand and out lining the wa forward(ne of the ma*or changes was to create a "trategic usiness 1nit to deal with haratgas( "oon

,rogrammes totall focused on meeting customers2 need were drawn u,(

,ioneer in more was than one4 haratgas has brought man innovative offerings to the

customers2(

)he Cor,oration was 5uick to reali+e the need to look at the needs of the 61rban2 and the 67ural2customer differentl(

ver the ears4 the urban /arket reach was ver large4 the customer more sensitive( 8hereas4 it was

a herculean task to reach the rural consumers ,rimaril due to inhabitation being s,read over ver farflung areas unlike the congested urban areas4 thereb creating a logistic challenge( Having

understood the needs of the two different segments4 haratgas undertook various initiatives(


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Ur"a!Customer initiatives included launch of an e9clusive websitewww(ebharatgas(comto ,rovideconvenience of booking haratgas 6n Line2 to customers( )he website also ,rovides a feed back

sstem enabling the consumers to directl s,eak to the rganisation( ther methods of booking

through :7 sstems and dro, bo9es ,laced at bus locations in town were also introduced( ooking

of haratgas is also made available through "/" facilit(

R#ra$reas are serviced b the haratgas 7ural /arketing :ehicles ;7/:


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number of ottling ,lants receiving various awards for environment and safet as well distributors

receiving customer service awards from institutions

INTRO*UCTION TO TOPIC

Customer satisfaction is a ,rere5uisite to establishing loalt( lthough satisfied customers are still

at risk of being wooed awa b a com,etitor4 the will believe a business offers a reasonable ,roduct

or service and4 if asked4 offer a ,ositive assessment(

)he first element of customer satisfaction is a ,erfect ,roduct4 designed to be as defect-free as

,ossible4 and su,,orted b a su,,l of staff and ,rovisions that can maintain ,erfection in the face of

absenteeism4 service issues4 and other foreseeable boundaries(


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"econd4 the ,roduct must be delivered b caring ,eo,le( =or e9am,le4 a customer might e9,erience

the ,erfection of an on-time4 comfortable flight4 but a curt and im,olite ticket agent ma adversel

affect that ,erson2s satisfaction(

)hird4 the ,erfect ,roduct must also be delivered in a timel fashion4 es,eciall as the definition of

#on-time$ is getting shorter and shorter( f a service takes longer than the time antici,ated4 the

,rovider should communicate this ahead of time so customers can reset their e9,ectations(

)he final element of customer satisfaction is an effective ,roblem resolution ,rocess( breakdown

in service or ,roduct 5ualit can lead to an emotional moment that can make or break the

relationshi, with a customer(

lthough avoiding such ,roblems is the ideal4 an effective recover can restore and even strengthen

a customer2s confidence in a business2s ca,abilities

IMPORTANCE OF CUSTOMER SATISFACTION

Customer satisfaction refers to the e9tent to which customers are ha,, and satisfied with the

,roducts and services ,rovided b a business( Consumer satisfaction is im,ortant because when a

customer is ha,, with a service or goods ,rovider4 the are most likel to be loal and to makere,eat orders and to use a wide range of services offered b a business( )his will boost business

sales(

Customers are the end users of ,roducts and services ,roduced b an com,an and customersatisfaction is e9tremel im,ortant in increasing ,rofit margins as well as customer retention( f ou

satisf our customers the will be more likel to come back and also bring their friends

n researching satisfaction4 firms generall ask customers whether their ,roduct or service has met or

e9ceeded e9,ectations( )hus4 e9,ectations are a ke factor behind satisfaction( 8hen customers havehigh e9,ectations and the realit falls short4 the will be disa,,ointed and will likel rate their

e9,erience as less than satisfing( =or this reason4 a lu9ur resort4 for e9am,le4 might receive a lower

satisfaction rating than a budget motelBeven though its facilities and service would be deemedsu,erior in .absolute. terms(

A%va!tages o+ C#stoer Satis+actio!

U,-to-%ate +ee%"ac./ Gather current customer feedback on various as,ects of ourcom,an( ou can sta on to, of customer trends through regularl scheduled online surves

or email surves4 and receive instant customer feedback( t is alwas useful to ac5uire insight


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into how our customers are currentl reacting to all as,ects of our business(

Be!char. res#$ts/ou can administer the same surve ever so often to customers to gain

continued insight into our customers( "urves can have the same 5uestions4 which will allowou to com,are data over time and benchmark surve data across ,revious ears to determine

if an changes need to be made(

Sho0 that yo# care/ Customers like to be asked for their feedback(t gives the customer the,erce,tion that our com,an values themA is committed to kee,ing them as a long-term

customerA and bases business decisions on their feedback(

*isa%va!tages o+ C#stoer Satis+actio!

Too a!y s#rveys1 so $itt$e tie/our customers are bombarded with online surves(

"urves ma be sim,le to com,lete4 however4 some ,eo,le sim,l don2t like to com,lete

them( "ending surves too often can irritate customers and lead to customer burnout(Customer burnout can result in low res,onse rates or result in lower satisfaction scores4 des,ite

our re,utation for ,roviding e9cellent ,roducts or services(

Privacy Iss#es/ 8e live in a high-tech environment filled with dail doses of unwanted *unkemail4 email solicitations4 and sales calls( 8hen taking an online surve or a ,hone surve ;or

an t,e of surve


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NEE* FOR THE STU*Y/

)he main ,ur,ose of the stud is to understand the satisfaction of customers towards after sales

services of harat gas agenc which will hel, the com,an to make ,ro,er marketing strateg to

render good services and satisf the needs of the customers( )he stud will hel, the com,an to

make ,ro,er strategies and em,hasi+e on their weaker areas

OB2ECTI&ES OF THE STU*Y/

)o understand the efficienc and effectiveness of e9isting services at harat gas agenc

Ludhiana(

)o know the customers o,inion with regard to after sales service of their gas deliver

)o know the satisfaction of customer with regard to ,ost sales services(

)o identif the factors which affects im,rovement and develo,ment in rendering service

SCOPE OF THE STU*Y/

)he stud will hel, the com,an to know their efficienc and effectiveness of e9isting

services(

)he com,an can find out the im,act of service in develo,ing new customers(

)he stud will hel, the com,an to make ,ro,er marketing strateg for their weaker

areas(

)he stud covers the customers of harat gas agenc in Ludhiana(


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RESEARCH METHO*OLOGY/

Researchis defined as #a scientific sstematic search for ,ertinent information on a s,ecific to,ic$(

7esearch is an art of scientific investigation( 7esearch is a sstemi+ed effort to gain new knowledge( t

is a careful in5uir es,eciall through search for new facts in an branch of knowledge( )he search for

knowledge through ob*ective and sstematic method of finding solution to a ,roblem is a research3

Research etho%o$ogy is a wa to sstematicall solve the ,roblem( t ma be understood has a

science of studing how research is done scientificall( n it we 0i$$ st#%y the vario#s ste,s that a$$

ge!era$$y a%o,te% "y e i! st#%yi!g y research ,ro"$e a$o!g 0ith the $ogic "ehi!% the3

RESEARCH *ESIGN

research is the arrangement of the conditions for the collections and analsis of the data in a manner

that aims to combine relevance to the research ,ur,ose with econom in ,rocedure( n fact4 the research

is design is the conce,tual structure within which research is conductedA it constitutes the blue ,rint of

the collection4 measurement and analsis of the data(

n this research design of this ,ro*ect the stud will be conducted b the surve method(

)aking sam,le of >00 customers owning gas b commencing sam,ling using the research

instrument as the 5uestionnaire(

Personal interview will be considered as the sam,le ,lan(

=or this ,ro*ect area of research will be L1DHE cit(

*ATA COLLECTION


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=or an stud there must be data for analsis ,ur,ose( 8ithout data there is no means of stud( Data

collection ,las an im,ortant role in an stud( t can be collected from various sources( t ca! "e

co$$ecte% +ro t0o so#rces 0hich are give! "e$o0/

Priary *ata/

Data that has been collected from first-hand-e9,erience is known as ,riary %ata3Primar data has

not been ,ublished et and is more reliable4 authentic and ob*ective(in the ,ro*ect it can be collected

through

Personal nvestigation

bservation /ethod

nformation from corres,ondents

nformation from su,eriors of the organi+ation

Seco!%ary *ata

Data collected from a source that has alread been ,ublished in an form is called as secondar

data( )he review of literature in na research is based on secondar data( t can be collected

fromF

Published "ources such as ournals4 Government 7e,orts4 Eews,a,ers and /aga+ines etc(

1n,ublished "ources such as Com,an nternal re,orts ,re,are b them given to their

analst trainees for investigation(

will collect the data from the following sourcesF

A3 PRIMARY *ATAF

)he data collected from the com,an ,ersons(

uestionnaires
http://readingcraze.com/index.php/types-of-primary-data/http://readingcraze.com/index.php/types-of-primary-data/


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B3 SECON*RY *ATA/

nterviewing with the owners of gas

nternet

/aga+ines4 Catalogues4 etc(

*ata so#rce Primar ;field surve00 units

*ata A!a$ysis/ ",ss

SAMPLING/

"am,le ,lan to know the customer satisfaction inde9 of after sales service in this ,ro*ect will be

through ,ersonal interview(


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SAMPLE SI5E/

"am,le si+e for this ,ro*ect will be >00 customers who are gas owners(

SAMPLE UNIT/

will take the customers of harat gas agenc who are using gas4 L#%hia!a3

SAMPLING METHO*/

will used Eon- ,robabilit sam,ling i(e( 7andom "am,ling(

MEASURING TOOLS/

=or ,re,aring this ,ro*ect will consider 5uestionnaire as measuring tool for collecting the data(


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6#estio!!aire

*ear Sir7Ma%a1

P$ease ,rovi%e the "e$o0 e!tio!e% i!+oratio!F

EameF IIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIII

ddressF IIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIIII

ccu,ationF IIIIIIIIIIIIIIIIIIIIIIIIIIIII

nnual ncome IIIIIIIIIIIIIIIIIIIIII GenderF /ale J K =emale J K

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83 electrical coil :38ood 3( kerosene

:3 ;hich Co,a!y Gas %o yo# o0!9

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(two

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8>3 *o yo# 0a!t to igrate i+ !e0 gas age!cy is a$$otte% i! this to0!9

%( es >( Eo 3( Don2t Nnow

BIBLIOGRAPHY

REFERENCE BOOS/-

%( /7NO)EG 7O"O7CH )ull and Hawkins(

3( /7NO)EG Lamb4 Hair4 /cDaniel(

;EBSITE/-

%( www(ebharatgas(com

>( www(google(com(
http://www.google.com/http://www.google.com/http://www.google.com/

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