Research Meth

PROJECT REPORT ON RESEARCH METHODOLOGY TOPIC: TO STUDY THE CUSTOMER SATISFACTION OF THOSE WHO USES SERVO

LEVEL

SUBMITTED TO PROF. SRINIVASAN SUBMITTED BY

ARUNKUMAR [05] ABDUL GANI [02] SAGAYARAJ [36]

1

Table of Contents

S no 1

Topics

Page no

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

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 2

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

downstream.

three

major

Midstream

components:

operations

are

upstream, usually

midstream included

in

and 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.

4

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 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 5

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. 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 BurmahShell 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' 6

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. 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 7

➢ 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.

•

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

8

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 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.

9

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.

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.

10

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

•

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.

11

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.

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.

12

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. 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).

13

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 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

14

a proforma containing a Set of question and the space to record the answer for the same. The enumerators 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:

15

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: 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 5point 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 16

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: 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, 17

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, Interdepartmental 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 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

18

Indian Oil Corporation Limited Petrol PumpGate-2, GM Pettai Road, Royapuram, Chennai Ph: 044 25956073 Indian Oil Corporation Limited 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

Percentage

Respondents Male Female Total

81 19 100

81% 19% 100%

INTERPRETATION:

•

81% of the respondents are Male.

19

•

19% of the respondents are Female.

GENDER RESPONDENT

19%

1 2

81%

NUMBER OF RESPONDENT

Age Group

Number of Respondents

Percentage 20

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.

21

•

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

NUMBER OF RESPONDENT

7% 13%

1 44%

2 3 4 5 6

36%

7

22

Occupation of the respondents

Occupation

Number of Respondents

Percentage

Professionals

35

35%

Business

23

23%

Others

42

42%

INTERPRETATION: •

35% people are professionals

•

23% people are Business

•

42% belongs to other category.

Occupation of the respondents

23

35% 42%

1 2 3 4 5

23%

Table

showing

Satisfaction of Customers in Value of

Servo 24

(In %) Value

Very

8

unsatisfied Unsatisfied

15

Neutral

25

Satisfied

43

Very Satisfied

9

INTERPRETATIONS ○

8% of customers are Very unsatisfied

○

15% of customers are unsatisfied

○

25% of customers are neutral

○

43% of customers are satisfied

○

9% of customers are Very satisfied

Figure showing over all satisfaction level in VALUE of SERVO

25

Table showing Satisfaction in Availability of products

Availability of price Very unsatisfied Unsatisfied Neutral Satisfied Very Satisfied

0 9 16 61 14

Inference: •

9% of customers are Unsatisfied

•

18% of customers are neutral

•

61% of customers are satisfied

•

14% of customers are Very satisfied

26

Figure showing Satisfaction in Availability of products

27

Table showing Satisfaction level in Price Price Very unsatisfied Unsatisfied Neutral Satisfied Very Satisfied

1 18 26 42 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

28

Outlet Service

Outlet Service Very unsatisfied

6

Unsatisfied

40

Neutral Satisfied Very Satisfied

3 39 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

29

Figure showing over all Satisfaction Level of servo.

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 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.

30

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

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 Satisfie d

Neutral Satisfied

Very satisfie d

Total

31

once a week

2

12

8

17

3

42

2-3 time a

1

11

11

15

7

45

Once a month

0

0

0

8

5

13

3

23

40

15

100

19

Total

O

E

O –E

2 12 8 17

1 9 7 16

1 3 1 1

(O-E)2

1 9 1 1

(O-E)2 / E

1 1 0.1428 0.0625

32

3 1 11 11 15 7 0 0 0 8 5 Total

6 1 10 8 18 6 0 2 2 5 1

-3 0 1 3 3 1 0 -2 -2 3 4

9 0 1 9 9 1 0 4 4 9 16

1.5 0 0.1 1.125 0.5 0.1666 0 2 2 1.8 16 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

H0: There is no association between the usage of servo and mileage. 33

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

Un Satisfied

Neutral

2

3

3

2-3 time a

1

4

Once a month

0

1

once a week

Very Unsatisfied

Very satisfied

Total

17

8

33

21

17

9

1

8

5

Satisfied

52

15

100 Total

3

8

25

42

22

34

E

O –E

(O-E)2

2

0.99

1.01

1.0201

3 3 17 8 1 4 21 17 9 0 1 1 8 5 Total

2 8 13 7 1 4 13 21 11 0.45 1 3 6 3

1 -5 4 1 0 0 8 -4 -3 -0.45 0 -2 2 2

1 25 16 1 0 0 64 16 9 0.025 0 4 4 4

O

(O-E)2 / E

1.030 4 0.5 3.12 1.230 0.142 0 0 4.9 0.76 0.81 0.055 0 1.33 0.66 1.33 15.905 6

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.

35

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

Un Satisfied

Neutral

4

18

11

2-3 time a

2

16

Once a month

0

7

Total

6

41

once a week

Very Unsatisfied

Very satisfied

Total

10

2

45

6

9

8

1

2

4

14

14

100

Satisfied

18

21

41

36

O

4 18 11 10 2 2 16 6 9 8 0 7 1 2 4 Total

E

O –E

2.7

1.3

18.45 8.1 9.45 6.3 2.46 16.81 7.38 8.61 5.74 0.84 5.74 2.52 2.94 1.96

-0.45 2.9 0.55 -4.3 -0.46 -0.81 1.38 0.39 2.26 -0.84 1.26 -1.52 -0.94 2.04

(O-E)2

1.69 0.2025 8.41 0.3025 18.49 0.2116 0.6561 1.904 0.1521 5.1076 0.7056 1.5876 2.310 0.8836 4.1616

(O-E)2 / E

0.625 0.0109 1.0382 0.0320 2.934 0.086 0.039 0.2579 0.0176 0.889 0.84 0.276 0.9168 0.3005 2.1232 9.7611

Degree of freedom = 8

37

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.

Findings:

○

4.27% are Very unsatisfied of using Servo lubricant

○

14.72% are unsatisfied of using Servo lubricant

○

27.27% are Neutral of using Servo lubricant

○

39.38% are satisfied of using Servo lubricant

○

14.38% are Very satisfied of using Servo lubricant.

○

40% of customers are unsatisfied in service outlet.

○

42% are satisfied in Price of the product

○

10% are Unsatisfied in pricing of servo

○

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

38

–

Complements can be given to customers.

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

Promotional offer, the prospects for Indian

creating

more

awareness,

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_Ltd1022404

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