teja paigude final report

8/8/2019 TEJA PAIGUDE Final Report

1/97

Chapter 1

EXECUTIVE

SUMMARY

1


2/97

IMRB International is a market research company which was established in 1971 and

is a part of kantar group. IMRB has its establishments in 11 countries across the

world. In Pune there is only the field office called Abacus where all the field work

takes place. It deals in research for various segments of market of which customer

satisfaction survey is a major part.

In IMRB International I carried out various projects from various sectors on customer

satisfaction. Till date, I have completed four projects. The various projects and the

sectors are as mentioned below:

I interviewed people to know their satisfaction regarding the products or idea they

have been exposed to. To prove my authentication from IMRB we had our

introduction letters for individual projects signed by our respective executives. The

introduction letters are attached at the end of the project report. Then an analysis of

these data was made on MS excel to know the areas of correction to be made and the

likings of consumers. In various projects I had to ask question to which spontaneous

2

Project name SectorTarget

group

Data

collection

Data

EntryStatus

1 CHULHA GAS (LPG) Housewifes Done Done completed

2 GOODNIGHT PHARMACEUTICALS Retailers Done Done completed

3 MOVE ON PHONES

Mobile user

both (male,

female)

Done Done completed

4 CHEER UP BAKERY PRODUCTS Housewifes Done Done completed


3/97

responses should be taken and to questions for which stimulus materials were shown

in the form of show cards and other pictures. This helps to extract and find the

difference between aided and unaided responses.

The analysis done may not be exactly as that done by professionals as there has been

no use of analysis tools specialized for such analysis.

The data collection has been by methods like personal interviews and high quality of

data has been maintained.

The analysis shows, that customer behaviour is very unpredictable & there are only

two definite patterns (viz. in person and by telephone) generally followed by

customers for a particular sector or product.

Although, some resemblances in customer behaviour have been found for a particular

sector and based on that, some conclusions can be drawn and thus, improvement can

be made upon to improve the customer base.

3


4/97

Chapter 2

OBJECTIVES &

SCOPE OF THE

STUDY

4


5/97

OBJECTIVES:-

To study the effectiveness of services & facilities provided by the distributor to

the consumers.

To assess the needs, requirements and expectations of the customers in order to

assess their current satisfaction levels.

To know the customers perceptions.

To know the weakness of the services provided by the distributors.

SCOPE:-

To find out, whether customers of HPCL (LPG) would remain loyal to them.

To find out, what else the consumers expects from the company & the

distributors

To probe whether the HPCL distributor are using fair practice.

5


6/97

To analyze the survey data and to draw a suitable model for improving the

future performance.

Chapter 3

COMPANY

PROFILE

6


7/97

About IMRB INTERNATIONAL

IMRB International is a pioneer in market research, which was established in 1971.A

member of the Kantar Group, WPP's information, insight and consulting division.

IMRB's footprint extends across 11 countries - India, Pakistan, Bangladesh, Sri

Lanka, Dubai, Saudi Arabia, Egypt, Singapore, Malaysia, Korea and London.

IMRB Offers a wide range of research based services to its clients of which one is

customer satisfaction. Customer satisfaction management and measurement (CSMM)

is an independent, specialist unit of IMRB international and the exclusive member of

the walker information global network (WIGN) in the Indian subcontinent. Customer

satisfaction research is increasingly becoming an essential ingredient in any program

aimed at maintaining, if not increasing the customer base and revenues, enhancing

brand value, etc. conducting customer satisfaction research though a third party has

the advantage that the responses obtained are more reliable, as the respondent are

more frank with third person. This is because in the case of third party research, the

customer vendor relationship does not get affected.

7


8/97

With over 1200 full time staff, IMRB provides high quality conceptualization,

strategic thinking, execution and interpretation skills. IMRB International is the only

research company in India that offers such a wide range of research based services to

its clients. IMRB International's specialized areas includes consumer market research

both quantitative and qualitative, industrial market research, business to business

market research, social and rural market research, media research, retail research, and

consumer panels.

8


9/97

Abacus Field

Abacus Field handles the field operations for all the business divisions in IMRB.

Abacus Field has a network of 15 regional offices spread across the country that

gives IMRB the capability to run pan India research projects smoothly & effectively.

An example of the magnitude of Abacus Field operations can be gauged from the

following:

On any given day about 5000 freelancers work for Abacus Field

Tele Call Centre has 262 seats, is located in Delhi, Bangalore and Mumbai, and

does

1, 04, 000 interviews per month.

Household Panel - 89,800 household visited every month

8000 projects handled in one year

8.8 lack man days of interviewing in one year

37 lack interviews done in one year

Abacus Field is consistently striving to exceed client expectations, through high

quality work, integrity, and innovativeness and building a culture which promotes

professional and personal growth opportunities.

9


10/97

IMRB International's Divisions

IMRB International has been offering for over 35 years, both general as well as

specialist research services to clients in India and overseas. IMRB International

operates out of its five full service offices in Mumbai, Delhi, Kolkata, Chennai and

Bangalore and is supported by 15 other regional centers for collection of survey

information.

IMRB International had eight specialist units:-

Probe qualitative research (PQR)

Media & Panel Group

CSMM: partners in managing state holding relationships

BIRD: Research Consultancy for B2B and Technology Markets

E technology Group@ IMRB

Social and Rural Research Institute (SRI)

IMRB mindtech systems: software development house

Abacus Market Analytics: Data Processing House of the World

Probe Qualitative Research (PQR) Probe Qualitative Research is one of India's

leading qualitative research groups and has executives specially trained in India and

overseas in qualitative research methods. Drawing on learning from ethnography,

10
http://www.imrbint.com/divisions/index.html#3%233http://www.imrbint.com/divisions/index.html#8%238http://www.imrbint.com/divisions/index.html#4%234http://www.imrbint.com/divisions/index.html#4%234http://www.imrbint.com/divisions/index.html#4%234http://www.imrbint.com/divisions/index.html#2%232http://www.imrbint.com/divisions/index.html#5%235http://www.imrbint.com/divisions/index.html#8%238http://www.imrbint.com/divisions/index.html#4%234http://www.imrbint.com/divisions/index.html#2%232http://www.imrbint.com/divisions/index.html#5%235http://www.imrbint.com/divisions/index.html#3%233


11/97

psychology and anthropology, PQR has created an array of validated tool-kits for

product innovation, communication and brand development.

Media and Panel Group of IMRB International is a pioneer in the field of media

research in India. The Group also runs one of the worlds largest household panels,

with over 70,000 households in urban and rural India, chronicling changing

consumption habits across the country.

CSMM: Partners in Managing Stakeholder Relationship Is an independent,

specialist unit of IMRB International and the exclusive member of the Walker Global

Network (WGN) for the Indian subcontinent.

As a specialist unit of IMRB International, CSMM provides the widest field coverage

with five full service offices and 15 field offices in Delhi, Calcutta, Mumbai, Chennai,

Bangalore, Hyderabad, Cochin, Pune, Patna, Ahmadabad, Guwahati, Bhubaneswar,

Lucknow, Indore & Ludhiana. CSMM services clients in India and neighboring

countries (Sri Lanka, Bangladesh, Pakistan and Nepal) and this diverse network has

made CSMM the leading provider of stakeholder products and services in South Asia.

In addition through its associates, AMRB, headquarters in Dubai and operating

through out the Middle East and North Africa, provides Walker proprietor Tools

throughout the region .

BIRD: Research Consultancy for B2B and Technology Markets

11


12/97

BIRD: Research-based Consultancy for B2B and Technology markets is a Research

based consultancy arm B2B and technology markets. Operating out of four

locations in India, viz., Mumbai, New Delhi, Bangalore and Chennai, BIRD has been

advising clients from India and across the globe since the last 35 years.

BIRD has made significant contributions by adding value to marketing decision

making at both corporate and business unit levels through actionable insights and

ground-breaking research. It offers services as:

Macro/meso level (popularly described as the big picture) such as

understanding the competitive market place, industry trends, regulatory

environment, or entering new markets.

Micro level such as brand/product positioning, customer segmentation,

channel perception, market sizing, pricing and distribution strategy, new

product development etc

The ability to look at business from a broader perspective, at the same time honing on

to the narrower performance improvement standpoints is a BIRD strength and stems

from the following:

ETechnology Group @ IMRB As technology evolves and creates new

opportunities; barriers to progress continue to arise. Some problems are technical,

economic or policy-related, while the hardest combine all three aspects in any

country. It is the continuous link with the industry and constant monitoring that has

given us capabilities of understanding the movement of technologies markets. The

eTechnology Group @IMRB constantly monitors technology trends in IT, Internet,

12


13/97

Telecom and Convergence Space helping Indian and International companies alike. It

also has a partnership with Yankee Group USA to representing the Indian market.

Social and Rural Research Institute (SRI) specializes in social research and in

conducting research on emerging rural markets. It has staff with special expertise in

conducting Knowledge, Attitudes & Practice (KAP), Studies on health and sanitation,

water, environment and other fields, in India as well as internationally.

IMRB MindTech Systems - Software development House: A client servicing

oriented specialized software unit of Media & Panel, Mumbai facilitating Solutions to

critical business questions. MindTech Systems has been providing business solutions

since 2000 and has thus acquired an extensive expertise in Market Research

applications. Having based ourselves on the features demanded by large no. of

companies, we have created innovative, user-friendly applications. Our solutions help

clients to convert marketing research knowledge into actions.

Abacus Market Analytics: Data Processing House to the Established in 2001,

Abacus Market Analytics unit offers a wide range of services to all the research units

in IMRB. These include data processing, charting, statistical analysis, database

management & updating, software development & testing.

Abacus Data Processing (DP), a part of Abacus Market analytics, offers similar

service to international clients. DPs Clients include Mill word Brown across Asia

13


14/97

Pacific, Africa and Australasia, Kantar Operations in UK, BMRB International in UK,

AMRB in the Middle East and N Africa, RI in Asia Pacific & the Brand Survey

Company in S Africa.

Milestones & Strengths

Our Milestones

Indias first TV rating system

Indias first Radio Audience Measurement system

Indias first IT and Internet studies endorsed by industry associations

Indias first and largest Household Panel

Instrumental in setting up of Market Research Society of India (MRSI) in

1988 Creation of Social Economic Classification (SEC) system, by Ashutosh Sinha

from the Marketing Sciences Group, & used by all MR companies in India

Path breaking book on employee loyalty The Tao of Loyalty by Ajit Rao of

CSMM (Customer Satisfaction Measurement & Management)

Agency of the year award, instituted in 2006 at MRSI, for two consecutive

years , 2006 & 2007

Presenting cutting edge research for several years at international forums

including ESOMAR and won awards

Our Strengths

Senior most researchers in the industry

14


15/97

Specialists with industry/sector knowledge

International toolkit in specialized businesses

Strategic Marketing Consultancy

Largest field network for custom research

Array of Syndicated databases

HPCL COMPANY PROFILE: -

HPCL

HPCL, a fortune 500 company, is regarded as one of the major integrated oil refining

and marketing companies in India. It is a Mega Public Sector Undertaking (PSU) with

Navaratna status. HPCL has achieved its market leadership through efficiency in

production and management.

HPCL accounts for about 16% of the market share and 10.3% of the nation's refining

capacity with two coastal refineries, one at Mumbai (West Coast) having a capacity of

5.5 MMTPA and the other in Vishakapatnam (East Coast) with a capacity of 7.5

MMTPA. HPCL also holds an equity stake of 16.95% in Mangalore Refinery &

Petrochemicals Limited (MRPL), a state-of-the-art refinery at Mangalore with a

capacity of 9 MMTPA

15


16/97

HPCL owns the country's largest Lube Refinery with a capacity of 335,000 metric

Tonnes which amounts to 40% of the national capacity of Lube Oil production. HPCL

has given India a firm ground in this sector with its world class standard of Lube

BaseOil.

HPCL has returned "Excellent" performance for fifteen Consecutive years up to

2005-06, since signing of the first MOU with the Ministry of Petroleum & Natural

Gas. HPCL won the prestigious MOU Award for the year 2006-07 for Excellent

Overall Performance, and for being one of the Top Ten Public Sector Enterprises who

fall under the 'Excellent' category. HPCL performance for the year 2007-08 also

qualifies for "Excellent" rating.

The Corporation over the years has moved from strength to strength on all fronts. Our

refining thru put has increased three fold between 1984/85 to 2007/08, rising from

4.47 million tonnes in 1984/85 to 13.70 million tonnes currently.

Consistent excellent performance has been made possible by highly motivated

workforce of over10800 employees working all over India at its various refining and

marketing locations.

HPCL continually invests in innovative technologies to enhance the effectiveness of

employees and bring qualitative changes in service. Business Process Re-Engineeringexercise, creation of Strategic Business Units, ERP implementation, Organizational

Transformation, Balanced Score Card, Competency Mapping, benchmarking of

refineries and terminals for product specifications, ISO certification of Refineries and

Supply Chain Management are some of the initiatives that broke new grounds.

16


17/97

HPCL has successfully integrated Information Technology in its activities at different

levels. The Enterprise Resource Planning (ERP) system is now operational on

J.D.Edwards, an Oracle product, across the Company.

Our roots

1952: The Company was incorporated in the name of Standard Vacuum Refining

Company of India Limited on July 5, 1952

1974: Hindustan Petroleum Corporation Limited comes into being after the takeover

and merger of erstwhile Esso and Lube India Undertaking

1976: Caltex Oil Refining Ltd. is taken over by the Government of India and

subsequently merged with HPCL in 1978.

1979: Kosan Gas Company, the concessionaries of HPCL in the domestic LPG

market, are taken over and merged with HPCL.

HPCL thus comes into being after merging four different organisations at different

points of time.

17


18/97

We Believe in: -

Our Mission

"HPCL, along with its joint ventures, will be a fully integrated company in the

hydrocarbons sector of exploration and production, refining and marketing; focusing

on enhancement of productivity, quality and profitability; caring for customers and

employees; caring for environment protection and cultural heritage.

It will also attain scale dimensions by diversifying into other energy related fields and

by taking up transactional operations."

Our Vision

To be a World Class Energy Company known for caring and delighting the customers

with high quality products and innovative services across domestic and international

markets with aggressive growth and delivering superior financial performance. The

Company will be a model of excellence in meeting social commitment, environment,

health and safety norms and in employee welfare and relations.

18


19/97

ABOUT LPG: -

HP Gas, the HPCL brand of LPG, is what keeps the fire burning in millions of Indian homes.

Bottled at 43 LPG Bottling Plants throughout the country with a total capacity of over

2500 thousand metric tonnes per annum (TMTPA).

Liquefied Petroleum Gas is fast gaining popularity in industries for a wide variety of

uses. For industries today, quality, costs, efficiency, environment, heat controllability,

among others, are major concerns when it comes to choosing the right fuel.

LPG addresses all these - making it the ideal fuel choice for a host of industrial

applications.

HP Gas is also used for space and process heating to power industrial ovens, kilns,

furnaces, machinery and in food processing units.

HP Gas

HP Gas is a Propane / Butane mixture liquefied under normal ambient temperature

and moderate pressures. It is a safe, clean burning, reliable, high calrofic value fuel. In

19


20/97

addition to it use as a domestic fuel, it is also widely used in industries, where there is

a requirement of low sulphur content fuel and fine temperature controls. HP Gas

conforms to IS: 4576-1999 specifications.

The Chemical composition of propane is C3H8 and butane, C4H10.

20


21/97

Chapter 4

THEREOTICALBACKGROUND

21


22/97

INTRODUCTION

Market research & study is the collection and analysis of relevant information

to enable you to make informed business decisions.

As a fundamental part of business planning, market research can assist you by :

Identifying potential customers

Understanding existing customers better

Setting realistic targets

Developing effective strategies

Examining and solving business problems

Preparing for business expansion

Identifying business opportunities.

Market research can be an effective tool at any point in the planning process.

It may be used in investigating, evaluating, starting, developing, consolidating,

diversifying or even reducing the size of your business.

In the case of a new business, market research can help provide answers to the

following questions:

Do people want your product or service?

What characteristic do they seek; for example, what size, colour, and what

features?

What are they willing to pay for it?

Who is most likely to purchase it?

What are the best promotion methods to reach them?

22


23/97

Will the demand be sufficient to sustain the business?

For existing businesses, market research can provide:

A continuing awareness of customer needs information on market and competitor

performance information on current and future trends identification of problems and

how to overcome them the changes required to increase demand for your product an

evaluation of planned changes to your product or service an evaluation of the

effectiveness of your advertising.

While effective market research is a valuable business tool, flawed or

inaccurate research may lead you to make poor business decisions.

With an ever increasing level of competition and consumers demanding more

for their money, accurate and timely information has become the competitive edge

needed by most businesses to survive. While you may do much of the

work yourself, professional advice will minimize the risk of poor decisions.

FOLLOWING POINTS TO BE CONSIDERED FOR INTRODUCTION:

COMPETITOR ANALYSIS:

Competitor analysis in marketing and strategic management is an assessment

of the strengths and weaknesses of current and potential competitors. This analysis

provides both an offensive and defensive strategic context through which to identify

opportunities and threats. Competitor profiling coalesces all of the relevant sources of

competitor analysis into one framework in the support of efficient and effective

strategy formulation, implementation, monitoring and adjustment.

23


24/97

MARKET SHARE ANALYSIS:

Few organizations track market share though it is often an important metric.

Though absolute sales might grow in an expanding market, a firm's share of the

market can decrease which bodes ill for future sales when the market starts to drop.

Where such market share is tracked, there may be a number of aspects which will be

followed:

Overall market share

Segment share - that in the specific, targeted segment

Relative share -in relation to the market leaders

Annual fluctuation rate of market share

Market analysis for product consists of a number of techniques that allow an

organization to collect and disseminate information from their external environment

of products for use in determining their market strategy and actions. For example,

market analysis helps to determine critical strategies for new products such as time-to-

market length, creating product differentiation, creating and preserving supplier

credibility, developing effective distribution channels, forming relationships with

large customers, and managing market efforts.

This topic has its roots in marketing discipline. Many types of market research

techniques are used to gather this information. Market analysis plays a large part in

explaining the current situation of a marketing plan. Marketing is very important to

new product development because products have a short average lifespan of five years

and incur 75% of the costs during the research and development phase. Therefore,

24


25/97

including market analysis information early on in the product lifecycle can ensure

resources are not wasted.

It is a wide field so this article is a sample of scientific work that has linked

the fields of marketing and product. This consists of research in the fields of general

market, customer, and competitor analysis which can be seen as processes that are

hierarchically grouped under market analysis in the meta-process model from the

figure below. There are many processes that can be used for each of these three

processes to acquire information from the market. This article only lists a selected few

for each.

Analysis of general market characteristics should lead to information about the

market such as definition, size, trends, and market segmentation. This analysis is

needed to help develop and maintain marketing strategies for product and overall

business strategies. The covered methods and techniques to obtain this information

are Porters five forces model, risk analysis, marketing intelligence, and marketing

decision support systems. Porters five forces analysis is useful for product since it

highlights many important factors that will be discussed in customer and competitor

analysis such as switching costs, brand equity, product differentiation, and price of

total purchase.

Customer analysis is needed to predict behaviour and create demand forecasts

for product software. It is also necessary in the development of new products to help

select the most profitable choice. One author states that a key issue for new software

product development is creating links between customer needs and the product design

specifications. To analyze customers, aspects such as demographics, buying

motivation, and expectations are studied. Besides basing behaviour on software only,

25


26/97

customers also look at the network externalities from software packages, such as

manuals, add-ons, and training courses, to make purchase decisions. All of these

subjects are useful for determining target groups (also known as market segments).

Additionally, this information helps determine the optimal solution to the

tradeoffs between time-to-market and quality. Market analysis results are important to

help establish an optimal point between the tradeoffs of time-to-market and quality.

While customers would love to have short time-to-market with lots of features and

high quality, it is impossible for the vendor to find financial success in this scenario.

Therefore, a managerial decision must be made on the resources and objectives for

new product development. Risk analysis techniques can be used to manage this trade-

off decision.. There are some ways to relieve this tension of time-to-market. One of

the indicators of a companys health, customer satisfaction, can be found through

market analysis. Satisfied customers usually lead to more sales and profit, making it a

strong indicator of company performance satisfaction for products. They analyzed the

results to develop seven dimensions of customer satisfaction for product:

Capability

Usability

Performance

Reliability

Install ability

Maintainability

Documentation

If a company wants to investigate it themselves, look at firm specific factors

like business contacts, reputation, advertising, and brand name can help determine

26


27/97

customer satisfaction. After recognizing the amount of customer satisfaction a

company has and in which areas, strategies can be formed to help the company

become more competitive.

27


28/97

Customer Satisfaction: -

Satisfying the customer is a race without finish

What is Customer Satisfaction?

In a world of cut-throat competition, companies can survive only by increasing

customer satisfaction. But what is customer satisfaction? Satisfaction means

fulfilment or gratification of need, desire or appetite.

Customer satisfaction or dissatisfaction is the feeling derived by the consumer

when he compares the products actual performance with the performance that

he expects out of it. Customers make their expectations from the service quality,

service delivery, communications, past experiences and references. These all are

to be judged correctly by the management so that their perceptions match with

customer expectations. If any of these factors are wrongly interpreted then the

expected level of customer satisfaction cannot be reached. This can be illustrated by a

diagram as follows:

28


29/97

If the managements perceptions go wrong, service quality specifications are set

wrong, communication with customer are not up to the mark, and personalized service

to customer is not proper then gaps are created between expected and actual

satisfaction. A firm is said to practice marketing when it is concerned more about

customer needs and makes genuine efforts to satisfy those needs and wants.

According to Peter F. Druker, marketing means such a perfect understanding of the

customer that the product or service fits him totally and sells itself. Marketing would

result in a customer who is ready to buy. All that what should be needed then is to

make product available.

Market analysis can be achieved by concentrating on various other parameters which

are shown into the figure.

29


30/97


31/97

Efficient and effective information management can provide organizations with

significant competitive advantage.

CUSTOMER SATISFACTION IN 7 STEPS: -

Encourage face to face dealings.

Respond to Messages promptly & Keep your clients informed.

Be Friendly & Approachable.

Have a clearly Defined Customer Service Policy.

Attention to Detail.

Anticipate your Clients Needs & go out of Your Way to Help Them Out.

Honour Your Promises.

31


32/97

Benefits of customer satisfaction: -

Customers stay with a company longer.

Customers deepen their relationship with the company.

Customers recommend companys products or services to others.

Chapter 5

32


33/97

RESEARCH

METHODOLOGY

Data : data are the facts, figures and other relevant information materials, past present,

serving as bases for the study and analysis.

Data are primarily of the two types: -

1. Primary Data

2. Secondary Data

Primary Data:

Data that is collected for the specific purpose at hand is called as primary

data. It is customized according to the needs of the researcher and focuses exclusively

33


34/97

on the current research problem. The collection of the primary data is costly and time

consuming. It calls for the greater planning and coordination. Collection of the

primary data requires deploying more manpower. In situations where it is impossible

to use the secondary data keeping in view the requirements of the study or in cases

where there is no secondary data available the only way out is to collect primary data

Methods of collection of the primary data: -

1. Questionnaire method - The respondent is questioned directly about the aspects of

the interest to the researcher.

2. Observation method - The researcher simply observes the subject and records

relevant aspects of his behaviour.

Data collection methods can be classified as: -

Observation

Interviewing

Experimentation

Simulation

Projective Analysis

Secondary Data: -

Secondary data may be defined as the data that has been collected earlier for

some purpose other than the purpose of the present study. Any data that is available

prior to the commencement of the research project is secondary data; therefore

secondary data is also called as historical data. Secondary sources of the data provide

wealth of information to the researcher. It often obviates the need of the primary data

collection and saves the valuable time, effort and money. Even where the subsequent

34


35/97

primary data collection is required, an analysis of the secondary data enlightens the

researcher regarding many aspects of the study and gives contextual familiarity of the

primary data collection. It thus provides rich insights into the process.

Sources of the secondary data: -

1. Published sources: These may be governmental & non-governmental sources.

E.g.: - census report, publications of the planning commission, SO report.

2. Unpublished sources: Letters, diaries, biographies, autobiographies, manuals,

brochures.

Sample: -

All the items in any field of inquiry constitute a universe. A complete enumeration

of all the items in the population is known as census inquiry. It is presumed that in

such an inquiry, when the elements are covered, no element of chance is left &

highest accuracy is obtained. But in practice this may not be true. This type of inquiry

requires great deal of time & energy.

When field studies are undertaken in practical life, consideration of time & cost

almost invariably

35


36/97

Leads to the selection of respondents i.e.; selection of only a few items .The

respondents should be the representative of total population. The selected respondents

called as sample.

Researcher must decide the way of selecting sample or what is popularly known

as the sample design.

Research approach: - The research approach used in this study is survey method.

Survey: - Survey research is one of the most important areas of measurement in

applied social research. The broad area of survey research encompasses any

measurement procedures that involve asking questions of respondents. A "survey" can

be anything forms a short paper-and-pencil feedback form to an intensive one-on-one

in-depth interview.

Research type: - The research type used in this study is quantitative research type.

Following information gives us an insight on what is a quantitative research.

Quantitative research: - Quantitative research is used to measure how many people

feel, think or act in a particular way. These surveys tend to include large samples -

anything from 50 to any number of interviews. Structured questionnaires are usually

used incorporating mainly closed questions - questions with set responses. There are

various vehicles used for collecting quantitative information but the most common are

in-person or telephone interviews.

Research design: - The research design used for this study was descriptive design;

following information will give a brief on descriptive design of the questionnaire.

36


37/97


38/97

Questionnaire: - The questionnaire is an important tool for gathering primary data.

Poorly constructed questions can result in large errors and invalidate the research

data, so significant effort should be put into the questionnaire design . The

questionnaire should be tested thoroughly prior to conducting the survey.

Data collected: - The data collected in this study was primary data & was collected

through a set of questionnaire asked to the respondent.

38
http://www.quickmba.com/marketing/research/qdesign/http://www.quickmba.com/marketing/research/qdesign/


39/97

OVERALL WORK DONE IN THE PROJECT: -

This project was mainly carried out, to study the effectiveness of services & facilities

provided by the distributor to the consumers. And also to assess the needs,

requirements and expectations of the customers, in order to check their current

satisfaction level.

This study was a Pilot Study .

A pilot study, also called a 'pilot experiment', is a small scale preliminary study

conducted before the main research in order to check the feasibility or to improve the

design of the research. Pilot studies are therefore not appropriate for case studies.

They are frequently carried out before large-scale quantitative research in an attempt

to avoid time and money being wasted on an inadequately designed project. A pilot

study is usually carried out on members of the relevant population, but not on those

who will form part of the final sample. This is because it may influence the later

behavior of research subjects if they have already been involved in the research.

Often in engineering applications, pilot experiments are used to sell the product, and

provide quantitative proof that the system has potential to succeed on the larger (full)

scale. Pilot experiments are also used to reduce cost, as they are much less expensive

than the full experiment. If there is not enough reason to provide full scale

applications, pilots can generally provide this proof

In sociology, pilot studies can be referred to as small-scale researches before the main

research is done. This will prevent errors from happening in the main research

39


40/97

To conduct this project, the company had provided us the basic data, which is

required to complete the project within a time. The data given includes the

information like the location of the HPCL distributers within a particular area, so that

we can conduct our interviews in a given period. To prove our authentication from

IMRB we had our introduction letters for individual projects signed by our respective

executives.

Research method used: -

This research has been designed in a standard pattern using survey

method analyzing the data through surveyed samples. A brief description has been

given below.

PROCEDURE ADAPTED METHOD

Research Approach Survey Method

Research type Quantitative

Research Design Descriptive

Geographical coverage Nashik

Sample size 80 consumers

Sampling design Probability

Sampling technique Systematic

Sampling tool Questionnaire

Data collected Primary data

Probability systematic sampling technique was used, as the sample size was 80 and

for each area we had decided a starting point & from that starting point we would

select the next interviewer leaving two house & then the next one, as it was a

household project. In each area, we had to interview about 26-27 respondents.

40


41/97

In various projects we had to ask question to which spontaneous responses should be

taken and to questions for which stimulus materials were shown in the form of show

cards.

The research method used, was quantitative research. The interview time taken, from

one respondent, was near about 25 to 30 minutes. This project was done in the two

stages. Both the stages had 40 respondents each. The interview taken was mainly

based on the questionnaire given by the company.

The data collection has been by methods like personal interviews and high quality of

data has been maintained.

Based on the data collected, some resemblances in customer behaviour have been

found for a particular sector and so, some conclusions can be drawn and thus

improvement can be made upon to improve the customer base.

And in this way, based on data collected and the suggestions given by the respondents

the analysis is done for improving the future performance.

41


42/97


43/97

SMS 0% 0INTERNET 0% 0IVRS 0% 0TOTAL 100% 80

Interpretation

Above pie chart shows, that about 70% of the sample population books their cylinders

through telephone.

About 30% book the cylinders in person & many people are still not aware of the

SMS, IVRS & internet facilities provided by the distributors.

1a: - Percentage of overall satisfaction level with the telephone booking process.

OPTIONS PERCENTAGE NUMBERS

EXTREMLY SATISFIED 5% 3

SOMEWHAT SATISFIED 75% 42

NITHER SATISFIED NOR

DISSATISFIED

15% 8

43


44/97

SOMEWHAT DISSATISFIED 5% 3

EXTREMLY DISSATISFIED 0 0

TOTAL 100 56

Interpretation

Above pie chart shows that about 75% of the consumers who use telephonic booking

method are satisfied with the services provided. About 5% are dissatisfied with the

telephonic services & 15% are neither satisfied nor dissatisfied & 5% are somewhat

dissatisfied.

1b: - percentage of overall satisfaction with, the in person booking process.

OPTION PERCENTAGE NUMBER

EXTREAMLY SATISFIED 12.50% 3

SOME WHAT SATISFIED 87.5% 21


DISSATISFIED

0% 0

SOME WHAT DISSATISFIED 0% 0

EXTREAMLY DISSATISFIED 0% 0

44


45/97

TOTAL 100% 24

Interpretation

Above pie chart shows that about 87.50% of the population which uses in person

booking service are satisfied

About 12.50% are extremely satisfied.

2. Delivery details : -

This includes the percentage of overall satisfaction with distributors servicesfrom booking to delivery of the refill cylinders.

1a: - percentage of satisfaction of getting the refill cylinder within 1 or 2 days of

booking.

OPTION PERCENTAGE NUMBERS

YES 43.75% 35

45


46/97

NO 56.25% 45

TOTAL 100% 80

Interpretation

Above pie chart shows, that about 56.25% population says that, after booking the gas

the refill cylinder does not come in 1 or 2 day & about 43.75% says that they receive

most of the time within 1or 2day from booking.

1b: - Percentage level of satisfaction with the distributors delivery process.

OPTION PERCENTAGE NUMBER EXTREAMLY SATISFIED 26.25% 21SOME WHAT SATISFIED 63.75% 51


DISSATISFIED

6.25% 5

SOMEWHAT DISSATISFIED 2.5% 2EXTREAMLY DISSATISFIED 1.25% 1

TOTAL 100 80

46


47/97

Interpretation

Above pie chart shows, that about 63.75% of people were satisfied with the delivery

services provided by the distributor of HPCL (LPG) & 6.25% are neither satisfied nor

dissatisfied with the delivery process.

ABOUT COMPANY: -

1a: - Percentage of overall opinion about the company.

OPTION PERCENTAGE NUMBER EXELLENT 21.25% 17VERY GOOD 58.75% 47GOOD 20% 16FAIR 0 0POOR 0 0TOTAL 100 80

47


48/97

Interpretation

Above pie chart shows, that about 21.25% of the population thinks,that the company

is excellent & 58.75% thinks, that it is very good & 20% thinks, that it is a good

company.

48


49/97

Chapter 7

FINDINGS

49


50/97

FINDINGS

Based on the data collected it was found out, that the most preferred method of

booking was telephonic & 2nd

most preferred was in person booking method.

Based on the data collected it was found, that the most of the people, which use

this service, are satisfied with the services provided to them.

Based on the data collected it was found out, that most of the population size are

still not aware of the other booking methods provided by the distributors.

Based on the data collected it was found, that the consumers of HPCL (LPG)

users are satisfied with the services provided to them.

Based on customer satisfaction survey it was found out, that the HPCL (LPG) is

having good marks for their product quality and after sales service but still there is

scope for improvement in Delivery and Prices & Maintenance to fulfil the

customers requirement.

50


51/97

Chapter 8

RECOMMENDATION

51


52/97

RECOMMENDATION

As the survey was conducted it was found, that many people complained about the

maintenance services, the company should provide a regular basis maintenance

services to insure the safety of the consumers.

As there is a huge demand for LPG, the booking period for those, who have

single, connection should have to be minimising from 21 days to 10 to 15 days.

As the survey was conducted it was found, that the distributors should provide

different products, which are related to the LPG connection.

The distributors should make their consumers more aware about their services and

facilities provided by them.

While providing the cylinders the delivery boys should check the cylinders for

leakages & weight the cylinders in front of the consumers.

52


53/97


54/97

LIMITATION

When I interviewed retailers, sometimes they use to give answers under the

influence of that I am the representative of the company.

The projects suffer limitations of time to study; as such a vast topic in span of

just two months is very difficult.

As the questionnaire provided to me was to lengthy, the respondent usually

felt reluctant while filling up the form.

Being a student, detail analysis was not possible, due knowledge constraints.

The response of respondents stands a chance of being biased.

54


55/97

As summer training is going under summer season so Sometime people are

less interested in filling up questionnaire.

As LPG is a basic need & HPCL being a GOVT. Organisation, though the

people have some complaints, they are not properly sorted.

Chapter 10

CONCLUSION

55


56/97

CONCLUSION

The future for the HPCL is very prosperous in this business. They should

come up with innovative advertisement and along with regular improvement

in the products.

They should create a special space in the minds of customer by quality and

price effectiveness for sustaining the business.

They should stress more on regular maintenance service.

There is lack in consumers awareness, as people are not aware of the services

& facilities provided by the distributor.

56


57/97

Chapter 11

BIBLIOGRAPHY

Books: -

Principles of Marketing (13th Edition)

Philip Kotler & Armstrong

Publisher Pearson Education

Research Methodology (2nd Edition)

C R Kothari

Publisher Vishwaprakashan

57


58/97

New Delhi

WEBSITE : -

www.imrbint.com

www.hpcl.co.in

www.google.com

www.marketresearch.net

Chapter 12

ABBREVATIONS

IMRB : - INDIAN MARKET RESEARCH BUREAU

HPCL : - HINDUSTAN PETROLIUM CORPORATION LIMITED

LPG : - LIQUIFIED PETROLIUM GAS

58
http://www.hpcl.co.in/http://www.google.com/http://www.hpcl.co.in/http://www.google.com/


59/97

SMS : - SHORT MESSAGE SERVICES

IVRS : - INTERACTIVE VOICE RESPONSE SYSTEM.

59


60/97


61/97

Project Chulha Version

2

(Dated 24th June 09)

FOR OFFICE USE ONLY

SERIAL No.:

101-104

Respondents Full

Name_______________________________________________________________

______111-135

Address_____________________________________________________________

_____________________

___________________________________________________________________

________________

136-180City/ Town

_____________________

__

Countr

y

Post

Code:____________

Telephone

Number :

Intervi

ew

Date:

211-220 231-236

InterviewersName_____________________________________________

237-

61


62/97

____ I.D.# 239

Time

InterviewBegan :

End

ed

Interview

length

241-244 245-248 249-250

I declare that this interview has been

carried out strictly in accordance with

your specification and has been

conducted within the MRSI Code of

Conduct with a person unknown to me.

Interviewers

Signature

Checked by

Supervisor

Accompanied Details of Backcheck

Backchecked

By

______________

______

240

Date

_____________________

_

Centers to be covered June 09

North Zone East Zone West Zone South Zone

Delhi 01 Kolkata 11 Mumbai 21 Bangalore 31

Varanasi 02 Durgapur 12 Pune 22 Chennai 32

62


63/97


64/97

CONTACT HOUSEWIFE

Good Morning / Afternoon / Evening. My name is ______________. I am from

Research International, one of the leading market research companies in India. We

regularly conduct surveys on various products and services. At present we are doinga survey on Liquefied Petroleum Gas (LPG). This survey is for HPCL customers.

Your responses will be kept in strict confidence and will not be analysed individually.

Your responses will be aggregated with responses from other customers like you.

This interaction will take about 15-20 minutes. We would like to state that there is no

right or wrong answers; we are only interested in your opinion

May I have your permission to talk to you?

YES 1 CONTINUE

NO 2 TERMINATE

253

Chapter 2 SECTION 1: SCREENER

SQ.1 Could you please tell me if you or any member of your household works in

any of the following organisation?

MULTIPLE CODE

Advertising agency

TERMINATE

Market research agency

Petroleum Industry

LPG marketing or distributor

company

Others CONTINUE

64


65/97

254

TERMINATE IF 1-4 IS CODED IN SQ.1

SQ2. Have you taken part in any market research studies in the past 3 months?

SINGLE CODE

Yes 1 TERMINATE

No 2 CONTINUE

255

SHOW CARD A

SQ3a. Who is your LPG provider?

(Instruction: Please take into consideration only the LPG Company)

MULTIPLE CODE POSSIBLE

HPCL

BPCL

IOCL / IBP

Others _________

256-259

TERMINATE IF 1 IS NOT CODED IN SQ3a

SQ4. Do you have the HPCL Consumer Booklet that was given to you at the time of

getting the LPG connection? SINGLE CODE

Yes ASK TO SHOW THE BOOKLET AND THEN

RECORD IN SQ6No CONTINUE

65


66/97

SQ5. Can you show me your latest cash memo/bill of the LPG refill that you have

received?

SINGLE CODE

Yes 1 PLEASE VERIFY AND RECORD IN SQ6 IF

NOT RECORDED FROM ABOVE

No 2 TERMINATE

SQ6. What is your Consumer Number?

RECORD THE 6-DIGIT CONSUMER NUMBER IN THE SPACE BELOW

CHECK IT FROM THE BOOKLET (IF PROVIDED)/CASH MEMO FOR

CONFIRMATION

262-267

TERMINATE IF CONSUMER NO / CASH MEMO DETAILS NOT PROVIDED BY

THE RESPODENT.

Chapter 3 SECTION 2: CONSUMERDETAILS

Q1. What is the name of the HPCL Distributor providing you the Service?

RECORD THE NAME IN THE SPACE BELOW

Q2. How Many HPCL cylinders do you have against the above consumer

number? SINGLE CODE

66


67/97

One (Single connection)

Two (Double/Twin

connection)

More than two

278

Q3. For how many years you have been using the HPCL LPG connection on this

consumer number?

SINGLE CODE

< 1year 1 CONTINUE

1 3 years 2

GO TO Q12

3.1 5 years 3

5.1 7 years 4

7.1 10 years 5

> 10 years 6

270

Q4 Were you actively involved in obtaining new connection?

SINGLE CODE

Yes 1 CONTINUE

No 2 GO TO Q12

271

67


68/97

Q5. After registration for a new HPCL LPG connection, how long did it take for the

installation?

SINGLE CODE

Same day 1 GOTO Q9

With in a week 2

GOTO Q6With in a Fortnight 3

With in a month 4

With in a quarter 5

More than a

quarter

6 CONTINUE

272

IF CODED 6 IN Q5 THEN PLEASE ASK Q5A

Q5A RECORD VERBATIM

Please tell us the actual number of months it took for the installation.

No. of Month

273-274

Q6. Was the time for installation conveyed to you at the time of registration?

SINGLE CODE

Yes 1 GOTO Q7

No 2 GOTO Q8

Q7. Whether the timeline conveyed was adhered to?

SINGLE CODE

Yes 1 GO TO Q9

No 2 GO TO Q8

68


69/97

Q8. How many attempts did you make before getting the new HPCL LPG

connection installed?

SINGLE CODE

1 1

2 2

More than 2 3

277

SHOW CARD B

Q9. Please use the following scale and give us the extent to which you are

satisfied with installation process

PLEASE NOTE THAT THIS IS A FIVE POINT SCALE QUESTION WITH 5BEING EXTREMELY SATISFIED AND 1 BEING EXTREMELY

DISSATISFIED. READ OUT THE STATEMENTS AND THEN REQUEST

THE RESPONDENT TO SELECT THE SUITABLE OPTION

SINGLE CODE FOR EACH STATEMENT.

Your extent of

satisfaction with. Extremely

Satisfied

ExtremelyDissatisfie

d

DK/CS/

Refused

a) Time taken to get the

new LPG connection5 1 9

b) Information provided to

you on the new LPG

connection such as,usage details availability of

5 1 9

69


70/97

the connection, etc

c) Politeness and

Courteousness of the

person who dealt with you

during the registration and

installation process

5 1 9

d) Willingness and

enthusiasm of the person

shown to you during the

registration and installation

process

5 1 9

SHOW CARD B

Q9a. Please use the following scale and give us the extent to which you are

satisfied with installation process

PLEASE NOTE THAT THIS IS A FIVE POINT SCALE QUESTION WITH 5

BEING EXTREMELY SATISFIED AND 1 BEING EXTREMELY

DISSATISFIED. READ OUT THE STATEMENT AND THEN REQUEST THE

RESPONDENT TO SELECT THE SUITABLE OPTION

Extremely

Satisfied

Extremely

Dissatisfie

d

DK/CS/REFUSED

Overall satisfaction with the

registration and installation

process

5 1 9

311

70


71/97

Q10. WHY DO YOU SAY SO?

RECORD VERBATIM

INSTRUCTION TO INVESTIGATOR : ALL THE FEEDBACK HAS TO BEOBTAINED FOR THE

TRANSACTIONS CONDUCTED WITHIN LAST THREE MONTHS ONLY ..

71


72/97

Chapter 4 SECTION 3: BOOKING DETAILS

SHOW CARD C

Q12. In the last 3 months which among the following methods did you use to book

your HPCL LPG refill cylinder?

MULTIPLE CODE

Q13. Which is the Preferred Mode of Booking your HPCL LPG refill cylinder?

SINGLE CODE

BOOKING

METHODS

PREFERRED

METHOD

Q12 Q13

Distributor Telephone 1 1

In Person at the

Distributor

2 2

Online (Internet) 3 3

SMS 4 4

HELPLINE (IVRS) 5 5

Other (Please specify) 6 6

321-326 331

GO TO Q14a IF 1 IS CODED IN Q12

GO TO Q14b IF 5 IS CODED IN Q12 ELSE GOTO Q15

Q14. In the last 3 months when you were trying to book through the telephone, in

how many attempts did you get through the telephone number?

SINGLE CODE

72


73/97

Q14a

Distributor Phone

number

Q14b

Help line

Always on the first

attempt

1 1

Second attempt 2 2

Third attempt 3 3

Fourth attempt 4 4

More than four

attempts

5 5

ASK FOR EACH METHOD USED FOR BOOKING SEPARATELY I.E.

CODED IN Q12


satisfied with the booking experience?

SINGLE CODE



DISSATISFIED.

READ OUT THE STATEMENTS AND THEN REQUEST THE


SINGLE CODE FOR EACH STATEMENT

73


74/97

SHOW CARD B

A) DISTRIBUTOR

PHONE NUMBER Extremely

Satisfied

Extremely

Dissatisfie

d

DK/CS/

REFUSED

Overall satisfaction with

connectivity with the

phone number

5 1 9


the time taken to get

attended to

5 1 9

Politeness and


Booking person

5 1 9

Willingness and


to assist you.

5 1 9

Time taken to book the

LPG refill cylinder 5 1 9

Confirmation /assurance

that you got after booking

i.e. Waiting number,booking number etc

5 1 9


the entire booking

experience

5 1 9

B) IN PERSON Extremely Extremely DK/CS/

74


75/97

satisfiedDissatisfie

dREFUSED


the time taken to get

attended to

5 1 9

Politeness and


Booking person

5 1 9

Willingness and


to assist you

5 1 9


LPG cylinder 5 1 9


that you got with after

booking i.e. Waiting

number, booking number

etc

5 1 9

Overall satisfaction withthe entire booking

experience

5 1 9

C) INTERNETExtremely

satisfied

Extremely

Dissatisfie

d

DK/CS/

REFUSED


the connectivity of the

website

5 1 9

Ease of navigation on

the website for booking

the LPG refill cylinder

5 1 9


LPG cylinder

5 1 9

Confirmation /assurance 5 1 9

75


76/97

that you got i.e. booking

number


the entire booking

experience

5 1 9

D) SMSExtremely

Satisfied

Extremely

Dissatisfie

d

DK/CS/

REFUSED


the connectivity of the

SMS number/gateway

5 1 9


LPG refill cylinder 5 1 9


that you got i.e. Booking

number

5 1 9


the entire booking

experience on SMS

5 1 9

E) HELP LINEExtremelySatisfied

Extremely

Dissatisfie

d

DK/CS/

REFUSED


connectivity with the

phone number

5 1 9


the waiting time to get

attended to

5 1 9

76


77/97

Ease of navigation

through the IVRS5 1 9

Understanding of the

language used at the

IVRS

5 1 9


that you got i.e. booking

number

5 1 9


the entire booking

experience

5 1 9

ASK ALL. ASK FOR EACH METHOD USED FOR BOOKING

SEPARATELY I.E. CODED IN Q12

Q15a Did you get the refill cylinder after booking through the ________(MENTION

BOOKING METHOD) booking method

YES No

Distributor Telephone 1 2

In person at the

Distributor 1 2

Internet 1 2

SMS 1 2

Helpline 1 2

77


78/97

Chapter 5 SECTION 4: DELIVERY DETAILS

Q16. In the last 3 months, have you been getting home delivery of the refill gas

cylinder that you book? SINGLE CODE

Yes 1 CONTINUE

No 2 GOTO SECTION 6 (COMPLAINTS)

Q16b In the last 3 months, please tell us the frequency of getting home delivery of

the refill gas?

SINGLE CODE

Always 1

Frequently 2

Sometimes 3

DK / CS /

refused

9

Q16c In the last three months, on an average how many attempts you had to make

to get the delivery of cylinder?

One Attempt 1

More than one

attempt

2

78


79/97

Q17. In the last three months, have you usually been getting the refill cylinder

within one day of booking? SINGLE CODE

Yes 1

No 2

DK/ CS/ Refused 9

422

IF 2 IS CODED GO TO Q18 ELSE GOTO Q19

Q18. After how many days of booking do you usually get the delivery of Gas?

(CAPTURE VERBATIM IN NO. OF DAYS)

No. of Days

423-424

ASK ALL

Q19. In the last three months, have you ever run out of Gas? SINGLE CODE

Yes 1

No 2

DK/ CS/ Refused 9

425

(INTERVIEWER INSTRUCTIONS: IF 1 IS CODED IN Q19 ABOVE,

CONTINUE TO Q20, ELSE GOTO Q21)

Q20. For how many days, did you run out of Gas? ( CAPTURE VERBATIM IN

NO. OF DAYS)

No. of Days

79


80/97

426-427

ASK ALL.

SHOW CARD B


satisfied with the delivery details?

SINGLE CODE



DISSATISFIED.

READ OUT THE STATEMENTS AND THEN REQUEST THE



DELIVERY DETAILSExtremely

Satisfied

Extremely

Dissatisfie

d

DK/CS/

REFUSED


the time taken to get the

home delivery of the refill

cylinder

5 1 9


the condition of the refill

cylinder that you received 5 1 9


the quantity of the LPG5 1 9

Overall satisfaction with 5 1 9

80


81/97


82/97

Chapter 6 SECTION 5: DELIVERY BOY

Q22. In the last three months was the delivery boy in his uniform when he came to

deliver the refill cylinder? SINGLE CODE

Yes 1

No 2

441

Q23. In the last three months did you ask the delivery boy to weigh the cylinder

while taking delivery? SINGLE CODE

Yes CONTINUE

No GOTO Q25

Q23b In the last three months whenever you asked the delivery boy to weigh the

cylinder, did he weigh it ? SINGLE CODE

Yes

No

Q24. Was the weight of the refill Gas cylinder usually accurate i.e. 14.2 kgs.?

SINGLE CODE

82


83/97

Yes

No

Q25. Was the seal intact when the refill gas cylinder was delivered to you? SINGLE

CODE

Yes 1

No 2

444

Q26. Did you ask the delivery boy to check for leakages in the refill gas cylinder in

the last three months whenever he delivered the LPG cylinder at your door

step? SINGLE CODE

Yes 1

No 2

445

Q26a Did the delivery boy check for leakages? SINGLE CODE

Yes 1

No 2

446

83


84/97

Q27. Did the delivery boy give you a cash memo/bill for the refill gas cylinder?

SINGLE CODE

Yes 1 GO TO 28

No 2 GO TO 30

447

Q28. In the last three months, has the delivery boy been charging the exact amount

as specified in the bill? SINGLE CODE

Yes 1 GO TO 30

No, he charges

more

2 GO TO 29

448

Q29. By how much does the delivery boy overcharge you? (CAPTURE VERBATIM

IN RUPEES ONLY)

Rs.

449-450

ASK ALL.

SHOW CARD B


satisfied with the delivery boy? SINGLE CODE

84


85/97



DISSATISFIED.

READ OUT THE STATEMENTS AND THEN REQUEST THERESPONDENT TO SELECT THE SUITABLE OPTION


Extremely

Satisfied

Extremely

Dissatisfie

d

DK/CS/

REFUSED

Politeness and


person who delivered the

refill cylinder

5 1 9

Willingness and enthusiasm

of the person to assist you5 1 9

Overall satisfaction with the

entire interaction with the

person who did the home

delivery

5 1 9

Chapter 7 SECTION 6: COMPLAINTS

Q31. Did you have any service related complaints with your distributor in the last

three months? SINGLE CODE

85


86/97

Yes 1 Ask Q32

No 2 GOTO OVERALL SATISFACTION

SECTION 7

Q32. PROBE FOR THE PROBLEMS FACED WHILE BOOKING, DELIVERY

PERIOD, DELIVERY BOY, INSTALLATION ETC

RECORD VERBATIM

Q33. Did you bring the above complaints to the notice of the distributor? SINGLE

CODE

Yes 1 CONTINUE

No 2 GO TO Q37

Q34. Was the problem resolved by the distributor? SINGLE CODE

Yes 1 CONTINUE

No 2 GOTO Q37

463

Q35. How long did it take to resolve the complaint? SINGLE CODE

86


87/97

1 week 6

464

Q36. Did the distributor resolve the complaint? SINGLE CODE

Always Frequently Sometimes Never DK/ CS/

Refused

465

ASK Q36a TO ALL THOSE WHO HAVE ANSWERED Yes in Q33 i.e.

coded 1

Q36a. Using the five point scale again, where 5 is Extremely satisfied and 1 isExtremely dissatisfied, what is your overall rating that you would like to give

to your Distributor on handling of the compliant

SHOW CARD B

SINGLE CODE

Distributor

Extremely Satisfied Extremely

Dissatisfied

5 4 3 2 1

470

87


88/97


89/97

ASK Q41 TO ALL THOSE WHO HAVE ANSWERED Yes in Q37 i.e.

coded 1

Q41. Using the five point scale again, where 5 is Extremely satisfied and 1 is

Extremely dissatisfied, what is your overall rating that you would like to giveto your HPCL LPG provider on handling of the compliant

SHOW CARD B

SINGLE CODE

HPCL COMPANY

Extremely Satisfied Extremely Dissatisfied

5 4 3 2 1

471

Chapter 8 SECTION 7: OVERALL SECTION

Q42. Taking into consideration your entire experience please give us your overall

opinion about the company? SINGLE CODE

SHOW CARD D

EXCELLENT POOR

5 4 3 2 1

472

Q43. Taking into consideration your entire experience please indicate to us your

intention to use this companys LPG connection for the next two years

SINGLE CODE

89


90/97

SHOW CARD E

DEFINITELY WILL

USE

DEFINITELY WILL NOT

USE

5 4 3 2 1

473

Q44. Taking into consideration your entire experience please indicate to us

whether you would recommend HPCL as a good company to deal with to all

your friends and relatives. SINGLE CODE

SHOW CARD F

DEFINITELY WILL

RECOMMEND

DEFINITELY WILL NOT

RECOMMEND

5 1

474

90


91/97

Chapter 9 SECTION 8: DEMOGRAPHICS

SHOW CARD G

D1. I would like to know something about the person who makes the biggest

contribution to the family budget. What is his/her occupation?

(IF RETIRED: What was his/her occupation before retirement?)

RECORD VERBATIM:_______________________

CODE UNDER Occupation COLUMN IN GRID

D.2 And what is the highest level to which he/she has studied?

RECORD VERBATIM:_______________________

CODE UNDER Education COLUMN IN GRID

THEN CIRCLE THE CORRESPONDING SOCIAL CLASS IN THE GRID

BELOW

OCCUP

ATION

Illit

e

ate

1

Scho

ol:

upto

4

years

2

Scho

ol: 5-

9

years

3

SS

C/

HS

C

Some

colleg

e but

not

gradu

ate

5

Gradua

te/

Post

gradua

te

genera

l

6

Graduate

/ Post

graduate

Professio

nal

7

47

5

91


92/97

4

1. Unskilled

WorkersD D

2. Skilledworkers

B2 B2

3. Petty traders B2 B2

4. Shop owners A2 A2

Businessmen /

Industrialists

with no. of

employees

5. None A2 A1

6. 1-9 A1 A1

7. 10+ A1 A1

8. Self-

employe

d

Professional

A2 A1

9. Clerical

/Salesma

n

B1 B1

A. Supervisory

levelB1 A2

B.

Officers/Executiv

es-

Junior

A2 A2

C.

Officers/

Executiv

es middle

/ senior

A1 A1

92


93/97

476

RECORD SEC

477-

4

7

8

D.3 Gender (DO NOT ASK)

Female 2479

D.4 Please tell me your highest education level. SINGLE CODE

Education Code

Illiterate

School up to 4 yrs.

School 5-9 yrs.

SSC/HSC

Some college but not graduate

Graduate/Post Graduate: General

Graduate/Post Graduate:

Professional

D.5 Please tell me your occupation. SINGLE CODE

Occupation Code

Owner of company/Self- 1

93


94/97

employed/Businessman

Professional (e.g. lawyer, doctor) 2

Senior management (e.g. CEO,

director)

3

Middle management (e.g.

managerial)

4

Executives/Officers 5

Other white collar (e.g. salesman,

clerks, supervisor)

6

Blue collar (skilled or unskilled) 7

Civil servant 8

Housewife/Househusband 9

Student 10

Retired 11

Not employed 12

Others Please specify.. 98

Dont Know / Refused 99

D6. For how many years have you been living in this area? SINGLE CODE

< 1 year 1

1 5 years 2

6 10 years 3

> 10 years 4

513

D7. Please tell me your age. SINGLE CODE

94


95/97

18 - 25

years

1

26 35 years 236 45 years 3

> 45 years 4

514

D8. Do you use the Brand Suraksha rubber tube? SINGLE CODE

Yes 1

No 2

D9. How frequently do you change the rubber tube? SINGLE CODE

< 1 year 1

1 -2 years 2

3 -4 years 3

> 4 years 4

516

D10a Apart from LPG Cylinder what are the other items you have purchased from

95


96/97

the distributor? ( Multiple codes possible)

D10b. Please tell us what are the top three items that you definitely like and would

expect your HPCL LPG Distributor to continue to sell? ( Multiple codes

possible)

Q10a Q10b

PLEASE GIVE US THE ITEMS

THAT THE DISTRIBUTOR

VENDS ( Multiple responses

possible)

01 01

1. _______________________ 02 02

2. _______________________ 03 03

3. _______________________ 04 04

4. _______________________ 05 05

5. _______________________ 06 06

6. _______________________ 07 07

7. _______________________ 08 08

8. _______________________ 09 09

521-538 541-558

D10c. Please tell us what are the other items / services that you would like your

HPCL LPG Distributor to sell? RECORD VERBATIM

96


97/97

D11. Do you have any feedback or suggestion to give to your LPG provider?

THANK YOU AND TERMINATE

teja paigude final report

Documents