bharath gas
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SYNOPSIS
Chapter Title
1. INTRODUCTION TO PROJECT REPORT
2. PRODUCT PROFILE
3. A PORTRAIT OF THE FIRM
4. CONSUMER BEHAVIOUR
5. SURVEY ANALYSIS
6. SUGGESTIONS
7. CONCLUSION
ANNEXURE
Questionnaire
Bibliography
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CHAPTER-1
INTRODUCTION TO THE PROJECT REPORT
INTRODUCTION
OBJECTIVES
SCOPE OF THE STUDY
METHODOLOGY
LIMITATIONS
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INTRODUCTIION TO PROJECT REPORT
Consumer attitudes is defined as “all psychological, social and
physical behaviour of potential customer as they become aware of evaluate,
purchase, consume, and tell other about products and services”. Each
element of this definition is important.
1. A consumer attitude involves both individual (psychological) process
and group (social) process.
2. A consumer attitude is reflected from awareness right through post
purchase evaluation indicating satisfaction or non-satisfaction
indicating satisfaction or non-satisfaction from purchases.
3. Consumer attitudes include communication, purchasing and
consumption behaviour.
4. Consumer attitudes are basically social in nature. Hence, social
environment plays an important role in shaping consumer attitude, and
5. Consumer attitude includes both consumer and business consumer
attitude.
From time immemorial people were using fore wood, as the fuel
for coking as it was abundantly and freely available in the forest. But
with the increase of population forest were completely destroyed for want
of firewood resting in the environment influence.
Then Kerosene came as the sane with the availability of crude
oil. But the availability of this was also scarce. Next came the era of
electricity.
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It is used as a fuel wherever it is available in India most of the villages
are not electrified and hence electricity remained as a fuel only in the urban
areas.
The next alternative source of fuel was liquefied petroleum gas which
can be easily transported to every nook and corner of cities and villages with
the advent of industrialization in India, people are becoming more and more
sophisticated and there standard of living is also rising considerably people
prefer to save as much time as possible for other activities. A housewife
used to spend most of her time in the kitchen. But today the attitude of
modern women is under going a through change. Most of the women today
are employed and time saving is their main objective. Liquefied petroleum
gas was come as a boon to the women particular.
Thus with the passage of time people came to understand liquefied
petroleum gas a fuel for cooking and how it has became a big industry itself.
Till recently government was controlling the production transportation and
sales of liquified petroleum gas through distributorship.
In order to popularize the usage of liquefied petroleum gas the
government has given a general subsidy to the people living in hilly terrain.
As the demand for liquified petroleum gas is growing day-by-day the
government decided to import liquified petroleum gas because of this factor
the government is not able to bear the subsidy of liquified petroleum gas as
it turns to crores of rupees with this in view the government has privatized
the process of liquified petroleum gas and the distributorship many private
companies have entered this field now.
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A survey has been conducted to find out why consumer prefers
liquified petroleum gas to other fuel. In this regard a case study of Shimoga
gas service, distributor for Hindustan Petroleum Corporation at Shimoga
carried out.
In this study various aspect like advantage of liquified petroleum gas,
comparison of fuel, role of distributors etc, is taken into consideration.
This project report has been prepared with the help of information
received from proprietor of Shalok Gas Agency and answer received from
respondents.
Objectives:
The main objective of this project report is as follows.
a) To analyze the sales performance of liquified petroleum gas.
(BHARATH) cylinders by Shalok Gas Agency.
b) To analyze the competitive efficiency of Shalok Gas Agency, in
relation to other dealers in Shimoga.
c) To study the present market situation of liquified petroleum gas.
d) To find out this factor that influences the buying decision of the
customers
e) To assess the market share of liquified petroleum gas as against other
fuels.
f) To help the dealers, to adopt this strategies on the basis of findings of
consumer survey.
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The scope of this Project Report is restricted to the study of consumer
attitude towards liquefied petroleum gas cylinder in Shimoga especially of
those sold in Shalok Gas Agency.
This report includes efforts of the Hindustan petroleum and gas, and
Shalok Gas Agency to push up the sales and the services to its customers.
Since the LPG cylinders are mainly used by the people belonging to
medium and high income group, customer’s survey covers the people of
these classes only.
The project repot includes the response of some very old customers.
The esteemed consumers and also the prospective consumers.
The scope of the project report is restricted to the city limited of
Shimoga only, and the consumers in the city are the only respondents to the
questionnaires.
Methodology Adopted:
This Project Repot has been prepared by utilizing both types of data
i.e. primary data and secondary data.
Primary data is the first hand data. It is the data collected is the first
time solely for a particular purpose. It is conducted by directly and
personally meeting the proprietor of the firm.
Secondary data is the second hand data. The main sources of the
secondary data are the published and unpublished sources.
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The popularity and preference of the product by the consumers is
known by conducting a survey on the random sampling basis. It is
conducted by adopting the questionnaire method i.e. distributing the
questionnaire to the respondents and collecting the answers of questionnaires
from them
Secondary information has also been collected from the firm records,
liquified petroleum gas manual, magazines Encyclopedia etc.
Limitations:
Much of the information has been provided without much hesitation
but the latest date i.e. current years figure of sales purchase etc., as the year
2011-12 has still to come to an end is not mentioned in this report. Only the
figure till 31 March 2012 has been disclosed in this report.
Several information were not disclosed by the firm as they felt it
confidential hence detail of some, more critical points could not b e
disclosed about the firm taken for case study at the company manufacturing
the LP Gas. When the consumer are contracted and requested for their
opinion through personal interview and questionnaire about the ‘study’ cent
percent answer were not obtained because some respondents should
negligence.
However, the best possible effort has been made to get this correct
and prescribe information towards the study and present the same in this
report in the but possible way.
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The response of housewives is collected with special weight age. As
they are the major users of the product. The respondents were not able to
maintain their suggestion clearly in the questionnaire so their personal
interview contributed much in this respect.
CHAPTER-2
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PRODUCT PROFILE
Introduction to LPG
What is LPG?
Crude petroleum and natural gas
Comparisons with other fuels
Important characteristic of LPG
Status quo of LPG in India
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Introduction of Liquefied Petroleum Gas (L.P.G) Liquefied Petroleum gas:
Liquefied Petroleum gas is short term is called L.P.G. worldwide it is
generally accepted as they but cooking fuel for the modern Kitchen. It is
produced in gaseous form. But liquified and stored in the cylinders.
Liquified petroleum gas obtained by refining of crude oil and fractionating
natural gas and are mixtures of hydrocarbons which are gaseous at normal
ambient temperature and atmospheric pressure but can be Liquified at
normal but can be Liquified at normal ambient temperature by application of
moderate pressure.
What is L.P.G ?
L.P.G is a mixture of gases primarily propane and Butane produced
from natural gas. Fractionation of crude oil or recycling plaints. it is easily
condensed to liquid form. L.P.G. vaporizes easily, and is similar to natural
gas in combustion efficiency and controllability. It is transported in pressure
tank or pipelines as a liquid and is subsequently converted to a fuel gas.
L.P.G is used as a Beating fuel, as a raw material in chemical industry and as
engine oil.
L.P.G is stored and transported in liquid from under moderate
pressure either in steel cylinders for home use or in railroad trucks and tank
case tanker trucks, Bargain or pipelines, L.P.G changes from when the
pressure is realized and then can be used like natural gas. The product is
stored in pressurized containers above ground and more recreantly in
underground storage covers.
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About 60% of annual production goes for residential and commercial
purpose, which another 50% is used as raw materials in chemical industry,
the important domestic uses are housewives who receive the products in
steel cylinders and use in for cooking, heating waters, and other domestic
uses on the countries like U.S.A. the farmers use the L.P.G in burning weeds
drying crops, curing tobacco and also processing their tractors and trucks
L.P.G. also finds it’s we in synthetic robber manufacturing in internal
combustion engines of taxis, trucks, and buses (on western countries) in oil
refineries and in electrical utilities when it has began to support and other
fossil fuels which cause objectionable amounts of pollution.
Crude Petroleum and Natural Gas
Petroleum is generally found in certain types of sedimentary rocks –
clays, marls, limestone’s, and in oil sands. Oil accumulations often occur in
strata of marine origin and it is considered that the oil is derived from the
action of anaerobic bacteria on the remains of the plait and or animals. Oil
pools frequently occur where the irregularities in the rock strata give six to
folds and domes, and the oil is usually accompanies by gaseous
hydrocarbons often under consider able pressure. Oil occurs at various
depths, from shallow pools at about 500 feet to wells over 10,000 feet deep.
Crude petroleum is dark brown or Black viscous fluid with specific
gravity varying from about 0.8 to over 1.0.
It is compared mainly of a complex mixture of many hydrocarbons,
with some sulfur compounds and a small proportion of metallic and
nitrogenous derivatives very little petroleum is used in the crude state and it
required refining to yield marketable products like.
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1. Petrol
2. Kerosene
3. Gas oils, Diesel oils etc
4. Residential fuel oils
Sources:
The main oil-producing areas of the world are in North America,
Venezuela, the Persian gulf area (Persia, Saudi Arabia, Kuwait and Iraq) and
Russia.
While India is a significant produced of oil and gas, the rising demand
for petroleum product in the country underscores the need to intensify the
efforts to augment both the hydrocarbon reserves as well as production of
hydrocarbons to meet the present and future requirements of hydrocarbons
The is imperative in view of the growing import bill for petroleum products.
While commendable work has been done by the National Oil companies, oil
and Natural gas commission and oil India Limited, to meet the country’s
required hydrocarbons, the urgent need to raise both the level of reserves as
well as production has been significant
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Shifts in government’s strategy to meet this objective it has been
recognized that private investment has an important role to play in
supplementing the activities of the National oil Company in the area of
petroleum exploration and development
General description of a Liquefied Petroleum gas installation:-
The main components of Liquefied petroleum gas installation are
described bellows.
Cylinder:
The Cylinder is manufactured according to rigid ISI specifications No
IS 3196 approved by the chief controller of Explosives, Government of
India. All detail of the cylinder are stamped on the factoring in cap type
cylinder and an vertical separate in case of cylinder with ring shroud. The
manufacture of cylinders is supervised at all stages and each cylinder is
hydraulically tested to 360 prig and certified by ISI and CCE. There after,
every cylinder is visually once every 5 years. Cylinders are Examined before
fitting for any defects overtime they are returned to filling plant and
cylinders which have defects or dents are taken out for repairs or scrapped.
Cylinder Value
The Self-closing value which has been standardized for Liquefied
petroleum gas cylinder has been approved by the C.C. I and conforms to
I..S.I and specifications. All materials used are as per specification and the
body is a hot brass stamping data of manufacture. The values are tested for
gas tightness at 250 prig and are of 3 types as follows.
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a. F type value
The design of the value is as per is 3224 and is such that no leak can
occur past the spindle, whether the cylinder is in use or not. A synthetic
rubber diaphragm or O-ring of approved quality is used to obtain the gas
scale about one full turn opening of the value is adequate for full gas flow.
b. Self closing type value:
The design of self-closing type value conform to IS 8737 is such that
it remain closed unless a pressure regulator or other suitable device is used
for opening it. In case of accidental removal of pressure regulator as any
other device it shuts off automatically, thus preventing any likely accident
due to large-scale leakage of gas
c. Compact Value:
The value is a spring loaded self-closing type which can only the
opened from the outside example with the Koran pressure regulator during
consumption of gas does not flow out of the value is passed down on its
seating after fixing Kosan pressure regulator to the compact valve and only
when the knob on the top of the pressure regulator is switched to the “ON”
position, gas will flow through the value from the cylinder.
At the top of the body if the valve a rubber rings pocking is fitted to
insure a gas tight against the regulator.
Pressure regulator:
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The pressure regulator is an important and highly sensitive piece of
equipment and satisfactory working of he appliance will depend on its
correct performance of its main function are:
1. To Reduce the Pressure of gas to 12 water column and maintain this
pressure with in “11 to 13” W.C. irrespective of the pressure inside
the cylinder.
2. To maintain a constant outlet pressure under varying rates of gas flow
within its capacity.
The pressure regulator used in domestic installation is manufactured
to rigid specifications No. (TS: 9798) and each are is inspected at every
stage of manufacture. As it is a sensitive piece of equipment great care
should be taken in handling it so that no change accused to the internal parts
at any time.
Flexible tubing:
The pressure regulator outlet is connected to the gas inlet on the
appliance by a length of flexible rubber tubing flexible rubber tubing of a
special quality approved for use on the liquefied petroleum gas is
manufactured to very strict BS 3212 specification and is tested during and
after manufacture. The approved quality tubing is not affected by liquefied
petroleum gas. Its inner bore, wall thickness and hardness are carefully
controlled so that a close and tight fit is provided when the tubing is pushed
as a standard inlet nozzle of the appliance & the outlet nozzle of the pressure
regulator this should be regularly checked by distributor, staff at customer
premises and replaced preferably once in 2 years.
Appliances:
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Appliances designed and manufactured for use on liquefied petroleum
Gas should be approved by Indian standard institution/Oil Company
Approved appliance are made in accordance with requirements laid down by
IST Certification marketing. This ensures that such, appliances are sale in
apparition and have a high standard of efficiency and work ship. The IST
Certification mark will hence forth be the guiding criterion for a customer to
purchase a liquefied petroleum gas appliance which is safe of use with
Liquefied petroleum gas of any marketing company.
COMPARISON WITH OTHER FUELS
Criteria LPG Charcoal coke and Firewood
Kerosene Electricity
Availability at have
Free Home, Delivery
Must be transported by the Customers
Conveniently available
Convincingly available
Lighting the appliance
Easy and Instantaneous
Tim Consuming Laborious and dirty
Tim Consuming
Searching is instantaneous but delay in heating
maintenance of heat
No attention required
Fire must be tended carefully
Staves are to be pumped
No attention required`
Product of combustion
Stone-toxic No soot
Soot, smoky and toxic
May b e sooty when lighting up
Not applicable
Efficiency of utilization of fuel
Minimum 58% average 60%
15% 55%-60% 65%
Cleanliness of esc
No blackening of pan bottoms and kitchen ceiling
Pan both Me and Kitchen blackened by soot
Pan bottom & Kitchens some times blackened by soot
Clean`
Extinguishing Appliances
Instantaneous Fire cannot be readily extinguished
Instantaneous Instantaneous but head wasted as appliances cools of
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From the above comparative study we can consider that, as far the
sources are concerned Kerosene and Charcoal coke & fire wood lie between
very behind than the LPG and electric sources. But the choice between the
LPG and electricity run appliances. LPG scene to have the upper hand, as
the later depends on factors like Power supply in the have and the large
number of species electric stoves available in the market.
IMPORTANT CHARACTERISTICS OF LPG
The important characteristic of LPG market is as follows.
1. Specific gravity.
Specific gravity is defined as the ratio of dignity of a substance
relative to the of water at stipulated conditions of temperate & pressure. It is
often quoted relative the density of water at 4 c=1)
In the table below the temperature bail is the same for both LPG
liquid and Qatar (15c) and in this instance, the specific gravity is
numerically same as “Relative density”.
Propane n-butane ISO-Butane Commercial Butane
Liquid 15/15
deg c Vapour
air =1
0.5077
1.550
0.5844
2.077
0.5631
2.068
0.575
2.0
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LPG in gaseous state in nearly twice heavies than air. Any leakage of
LPG therefore tends to settle down at floor level particularly in depressions
pit’s drain etc. ground level ventilation is, therefore must important to
disperse leaking gas.
2. Specific volume:
Specific volume is reciprocal of liquid density.
Liquid density m3/’ton/15 deg c
Propane n-Butane ISO-Butane Commercial Butane
Liquid
Vapour
1.970
63.0
1.710
208.0
1.75
142.9
1.73
178.0
3. Vapour Pressure:
All LPG gases confined in a vessel above their boiling the liquid form
vapour in the space above the liquid level. When the liquid is present, the
vapour is referred to as the atmospheric pressure at the boiling print and
increases gradually towards the critical conditions.
Vapour pressure is characteristic of a liquid and its vapour and it
depends no relation to the quantity of liquid present. If the temperature of
liquid BHARATH insides the contains when full and when nearly empty
will be practically the same.
4. Boiling Point:
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LPG gases have low boiling points they exist in the gaseous state at
normal atmosphere temperature unless they are contained under pressure or
refrigerated.
Propane n-Butane ISO-Butane Commercial Butane
Boiling paint latm c
-42.045 -050 -11,72 -7
The boiling point of LPG presently marketed is very nearly OC. At
this temperature the pressure inside a continues swill be almost the same as
the atmospheric pressure.
5. Flammability limit:
Fuel gases will burn only when mixed with are in certain proportions.
The minimum and maximum concentrations of a fuel gas in gas/air mixtures
between which the mixture can be ignited are termed as lower limit and
upper limit of inflammability. There limit. Are narrower in LPG then other
fuel gases. Making LPG safes in use.
6. Toxicity:
LPG contains no toxic components such as carbon monoxide and is
therefore non-poisonous of leakage of a large amount of LPG occurs in a
closed space difficulty in breathing and asphyxiation due t lack of oxygen
can be caused but it is importable that this would happen importable that this
would happen in practice. LPG is slightly anaesthetic when high
concentrations are breathed in sufficient quantities over a period of time, the
result would be a upset stomach and head ache which in themselves, are
excellent warning symptoms.
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7. Odour:
LPG is distinctively odorized to give warning in case of leakage its
smell is detectable in air at constructions down to 1/5 of the lower explosive
limit.
Status QUO of LPG in India:
The consumption of LPG has been souring in recent decade with
almost every household in the middle income & even in the lower middle
income groups are keen on owning gas stoves and having secular supplies of
LPG in cylinders. The customer’s population of LPG in cylinders. The
customer population of LPG has risen to 54 million by April, 2011 from 57
million a year ago and 21.87 million on April 2011. The union ministry of
petroleum and natural gas has been endeavoring to step up the are of new
connections dispute a session’s short fall in availability and the need to
import large qualities. Thus fresh connections in 2009-10 totaled 12
millions of which two millions were single connections and the balance
double connections against three millions in 2008-09 and 9.48 millions in
2007-08.
The actual lags supplies in recent years has increase in a more
pronounced manner as nearly 50% of the new entrants have double bottle
connections. This does not mean of course that there will be a bigger rise in
consumption as refills are made available only after a stipulated period. A
second cylinder in reserve will help consumers to meet unexpected needs
and unavoidable delays in supplies by dealers.
The output of LPG from indigenous sources has been rising; at a fairly
fast rate because of the arrangements by the gas Authority of India & others
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to produce LPG by fractionating natural gas. The oil refineries also have
been raising their LPG out put by upgrading the quality of light distillates.
The total output was as shown below.
Total Output
Years Output (million tonnes)
2006-07 8.78
2007-08 9.91
2008-09 10.71
2009-10 13.84
2010-11 14.04
The indigenous production can be raised steadily only if the increase
in gas production of 77 mcm for daily use from 63 mcm can be utilized
partly for turning out L.P.G.. It will be also possible to increase the
contribution of refineries as their throughout will be increasing in a
pronounced manner in the current plan period.
It is anticipated that the output of petroleum products may be raising
to 113 million tonnes in the terminal year of month plan by 92.93 percent.
There will be a concurrent growth in LPG output to 3.16 million tonnes or
by 102.02 percent. The consumption on the other hand will be humping to
over six million tonnes in 2010-11 from 8.10 million tonnes in 2009-10.
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GRAPH SHOWING THE OUT PUT IN MILLION TONNES
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CHAPTER-3
A PORTRAIT OF THE FIRM
History of the firm
Administration
Organization
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HISTORY OF THE FIRM
Shalok Gas Agency was stared on the 20th May 1986 Manjunatha.
The Capital investment was Arranged by Manjunatha himself. The
Hindustan petroleum corporation Limited under the general category.
Above 1000 consumers through in Shalok Gas Agency. This Agency was
the First such gas Agency in Shimoga. It is on Savalanga road, Shimoga
The Shalok Gas Agency has a godown in a site 80 x 100 length. It
also uses a open space nearby the office to collect the cylinders during the
day time. The Agency receives it’s cylinder’s from BHARATH L.P.G
Bottling land of the Shalok Gas Agency has a efficient transport system for
the supply of cylinders from Dharwad.
An emergency cell has been opened by Shalok Gas Agency in Co-
ordination with some like minded agencies of Shimoga. The office of the
emergence cell is situated in the office premises of the Shalok Gas Agency,
Davanagere This agency works for 24 hours round the clock this cell has
opened with objectives of emergency service like leakage preventing fire in
case fire crop’s in some circumstances. Shalok Gas Agency has Explosive
license No MYS 966/BHARATH
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The agency has employed 15 personnel. The organization structure is as follows.
Proprietor
Manager
Accountant Computer Operator Receptionist Cylinder Boy’s
The agency pay’s total salary of Rs 3,32,000 a year. The agency has
gone up in great punch considering the fact that when the agency was started
only one personnel was employed.
The Agency now gives door to door delivery of gas cylinder to the
consumers through the 5 cylinder Boy’s employed by the agency. Each of
the cylinder boy’s are provided a bicycle.
The agency has provided the facility to the consumers where they can
book their cylinders through telephone in case they cannot do personally.
The agency in the last financial year has conducted safety clinics and
fuel conservation lectures. It invited speaker from Bharath for this purpose.
The first of such lectures. Was held at a PESIT College of Shimoga in the
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month of December for the school students. The second was held at
National College of Law on 11-2.2011 and the third was held the next day
that is 12-2-2011 at Sahyadri College. Both the colleges are one of reputed
colleges of the city of Shimoga
Shalok Gas Agency But as on today the agency got 25,681 domestic
consumer’s and 63 non-domestic consumer’s the agency has been flooded
with the application for new gas cylinder’s connections, the agency is trying
its best to accommodate as many as possible. This can be said that the offers
are mostly on the basis of the reputation and good will earned by the agency.
Through booking cylinders. The consumers can call up to the firm, they are
just needed to control their consumers number. The consumers are provided
with consumers cards. The consumers card contains the address of the
consumer, their allotment number and the name of the consumer. Another
card called the service card is also issued by the agency. This is meant for
checking the safety measures in the consumers house. The rubber tubes for a
very long period of time caves the gas to leak. The place where the gas stove
is to be kept and where the extra cylinder in case of double cylinder
connection is stored. These are main criteria during the service check. This
check is conducted periodically.
Year Connection
2006-07 3121
2007-08 7198
2008-09 9611
2010-11 9743
2011-12 14098
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The number of Connection’s has increased steadily in the gas agency.
This being the eleventh year since it’s inception. We can see the increase
from the first year that is by nearly 14,098 Connections. The graph shows
the periodical increase taking 2 years period.
Year Connection
2006-07 18
2007-08 39
2008-09 47
2009-10 61
2010-11 79
Similarly the firm has been doing good business for the years past for
the last financial year the firm has incurred a lost. But considering the stature
of the firm it may not be big loose for it. The proprietor of the firm has
expressed to do well and in the present financial year sign’s improvement is
being clearly shown as in the present situation.
PROBLEMS:
One of the major problems distributor has to face is the demand and
supply of refills. If the supply of refills is not regular the back log is bound
to mount resulting in the distributor to bear the burnt of irrate customers.
Any times some customers create scenes before the office by shouting.
They write complaints to the Bharath also. In such situation the distribution
should have very good patience and conduct the business.
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Many times the customers contact the Distributor over the phone after
the office hours and request to attend the leakage immediately. At such times
the distributor will be under he obligation to attend such problems
personally.
Due to the lack of knowledge of the safety hazards of Liquefied
petroleum gas the customer will use the stoves which have the blocked
burner heads resulting in the back fire of the as. This calls for he regular
inspection of the stoves, cylinders, rubber tub e etc. Whenever the
deliveryman supplies the refill cylinders to them. Lost of the customers do
not attend the safety clinics conducted at regular intervals by the Bharath
officials and the Distributor. Many customers service the stoves themselves
without the proper knowledge of servicing procedure of stoves which results
in the leakage valves. This is very dangerous as it can lead to the fire
hazard.
Solutions:
As regards the demand and supply of refills the distributor has to
inform Bharath regarding its monthly requirement well in advance to supply
the loads. In turn to meet the demand of the distributor the Bharath has to
co-ordinate with the supply point to ensure the regular supply. if the supply
of the refills is regular most of the problems of the distributor are reduced.
hence a good co-ordination is required blow the Distributor, the divisional
office and the supply point.
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In major cities like Bangalore, Mangalore, Mysore etc, the Oil
consumers are evening an Emergency service cell with the help of the
situated distributors. In these cities any complaint after the office hours are
attended by these Emergency cells. Whereas in other areas. Where this type
of cells are not existing it becomes a very tiring job for the distributor to
attend complaints after office hours. Therefore it is advisable to set up such
cell sin all cities.
It is very essential for the consumer to know the hazardous nature of
Liquefied petroleum gas and to take the necessary processions to present a
disastrous fire. With this is view the oil companies are regularly conducting
safety clinics at various places to educate the customers regarding the safety
of Liquefied petroleum gas. It is essential for the housewives to attend such
clinics.
ADMINISTRATION:
ORGANIZATION:
Types of Liquefied Petroleum gas Marketed:
The type of Liquefied petroleum gas marked in India is a mixture of
Butane propane gases confirming to ISI specifications.
SOURCE OF SUPPLY:
Liquefied petroleum gas is manufactured by corporations at their
Refineries, MRL, CRL, by fractionation plants of oil and natural gas
commission of oil India Limited.
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Marketing of Liquefied petroleum:
Liquefied petroleum gas is marked by these petroleum corporation of
government of India namely, Indian Oil Corporation. Bharath Petroleum
Corporation, Hindustan Petroleum Corporation.
Equipment:
This term includes cylinders, values and pressure regulator. They
belong to the corporation and are only loaned to the customers against
security deposit.
Distributor Definition:
According to Essential commodities Act 1955 Liquefied Petroleum
gas (Regulation of supply and Distribution) order 1988, “Distributor” means
a firm, an association of persons, a company a corporation, institution
organization or a corporative society engaged in the business of purchase,
sale are storage for sale of Liquefied petroleum gas in cylinders on the basis
of an agreement with an oil company whether or not in conjunction with any
other business, his representatives, employees, Agent or commission agent
but does not includes on oil company.
Role of distributor:
Distributor is the link between Oil Company and customer and
customer. It is imperative to provide facilities at the distributorship to cater
to customers requirements.
Employ adequate deliverymen to ensure efficient system of booking.
Well-trained staff to answers courteously and politely to the customer for
maintenance of statutory and necessary registers.
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Mechanics to attend faults and provide service facility to customers
appliances, and handling of leakage complaint.
Place adequate vehicles to transport refills efficiently and quickly to
customers.
Educating customers on various aspects of safety.
Facilities the distributor must provide showrooms
A spacious place suitably located and furnished for the Distributor to
display, demonstrate and sell Liquefied petroleum gas equipments and
accessories. It should meet with the company’s approval.
For effective selling customers should be well informed and the
following boards are displayed to achieve the following.
1. Name board/weekly holidays/working hours:
To inform the customers of the distributing agency’s name. Oil
company on whose behalf the distributor Functions.
2. Stock Board:
The Stock Board will provide data as the availability of full cylinders
and last date till which refill has been supplied.
3. Selling prices:
This prevents the customers from being over charged
4. MRTP Notification:
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This clearly tells the customers that no one can force them to buy a hat
plats and connection cannot be dividing against purchase of hot plate
5. Refill order board:
This informs the customers to whom the least refill was supplied and
pending orders.
6. Waiting List for New Collection:
Waitlisted customers can know their position, as the last waitlisted
number to which the connection has been given is displayed.
7. Customer service cell:
The customer service cell functions to sort out problem of the
customer/attend to customer.
Complaints pertaining to Liquefied petroleum gas.
The availability of this cell is informed to the customers by the
customers by the customer cell board displayed. It contains the address to
be contained.
8. Suggestions and complaints board:
It is mandatory that each Distributorship should provide a
suggestions/complaints book.
The availability of the book is intimated to the customers through this board.
9. A Board Stating Registration For New Connection is Open And Free
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This prevents the customer From being charged for registration.
10. It is essential for the distributor to have atleast one telephone at his shop,
so that customers can conveniently order refill supplies.
REGISTERS TO BE MAINTAINED BY THE DISTRIBUTOR:
The following registers are to be maintained by the distributor, which
will enable him to function efficiently and effectively.
1. Daily stock register
2. Refill order register
3. Booking resister
4. Incoming/outgoing TAN/TV/TA/register
5. Service complaint register
6. Alphabetical register
7. D.P.R. replacement registers
8. Commercial customer
9. S.V. register
Consumer definition:
Consumer means a person firm and company institution. Association
of persons co-operative society or organization, whose name is registered
with an oil corporation supply of Liquefied petroleum gas is cylinders.
Classification of customer:
The customers are normally classified as under.
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A. Domestic customer:
Those who use Liquefied petroleum gas for household purpose such
as cooking, water heating etc.
B. Commercial customers:
Those who use Liquefied petroleum gas for cooking in hotels,
restaurants schools, colleges, hospitals, etc, and for Laboratory purpose.
C. Industrial customers:
Customers using Liquefied petroleum gas in whose premises a
manufacturing process goes on.
Delivery boys:
Definition:
“Delivery Boy” means a employed by a distributor whether for wages
or otherwise to deliver Liquefied petroleum gas in cylinders to consumer.
Sales:
Liquefied petroleum gas is a premium product, associated with a
rising standard of living. We can all feel proud of connected with it.
The very best advertisement for Liquefied petroleum gas is the
satisfied customers. His friends become customers and so do their Friends.
Therefore the first requisite for the distribute is a suitably decorated
shop in a strategic locality. It should be attractive to the housewife, who will
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want to see a demonstration of how Liquefied petroleum gas works. It is an
advantage, if other domestic lines are stocked in the some shop.
The most powerful sales weapon is the satisfied customer. This is
best achieved by ensuring courteous services to the customer, efficient
system, timely refill deliveries and complaint service.
SELLING POINT IN FAVOUR OF LIQUEFIED PETROLEUM GAS:
The advantages of using liquefied gas.
1. It is extremely easy to light the flame in a Liquefied petroleum gas
appliance. Just light a match or strike a lighter turn on the top. No
tedious preparation is required.
2. Liquefied petroleum gas gives instant heat. This is no need to nurse
the fire, or wait for the appliance to warm up.
3. The blue flame is visible and its size is easily controllable to give the
amount of head required. All appliance values have a positive stop
‘simmer’ position for case of selecting the flame.
4. The size of the flame remains constant for as long as it is required
without any effort on the part of the uses.
5. No soot is formed. The bottoms of te pans stay clean and so does the
kitchen
6. The Liquefied petroleum gas appliances is neat, attractive and easy to
clean. It requires little maintenance and will last for many years. It is
a good investment.
7. There is no problem about storing liquefied petroleum gas. The
cylinder is clean, and takes up very little space in the kitchen.
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8. Whenever a refill cylinder is required, free home delivery is given the
customer has just to telephone or send a message to the distributor’s
shop and the cylinder is delivered within the shortcut time possible.
9. If the appliance needs attention, the distributor provides servicing and
the only charge made is for spare parts, if required and a very nominal
service charge.
10.Liquefied petroleum gas is backed by the extensive experience of the
Oil Corporation.
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AIDS TO SELLING LIQUID PETROLEUM GAS:
Advertising:
Name Board:
Each distributor must display over his shop the approved name board,
conforming to the corporation’s regulations so as to enable carry
identification.
Neon signs
The distributor may consider erecting over his ship a neon sign. This
must conform to the corporation regulations.
DISPLAY IN THE SHOP AND SHOP WINDOW:
The most effective method will depend on the shop in question.
In the window, the display should be prominently visible from the
street.
Within the shop, which should be as neat and clean as possible there
should be a counter displaying the full range of Appliances.
Current Retail selling rates of cylinders and appliances should be
displayed prominently as well as stock of full cylinders in the agency as a
day to day basis. This is as per rules of the packaged commodities Act,
1975 of government of India and is mandatory.
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LITERATURE:
The distributor should give the customer the following
1. A printed Instruction card which explains the ways and means of
maintaining the cylinders, regulator rubber the etc.
2. This card should also give operating procedure Regulator to the
cylinders and the operation aspects.
3. The fixing and removing of the pressure Regulator to the Cylinders
and the operation aspects.
4. The operation maintaining of new stoves purchased by the customers.
PUBLIC RELATION:
Every distributor should bear in mind the important of crediting a
good impression in the minds of the public on all occasions, whether talking
to customers/prospective customers, in the telephone conversation, in
correspondence etc. For example, considerable annoyance can unwittingly
be caused to customers by staff concerned have been rude. This can easily
be avoided. All staff answering the telephone should state clearly the name
of the organization, which they represent and have customers history cards
order form us and ball point pen personally at had near the phone. They
should end the conversation by reading back the order, and thanking the
customers.
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CHAPTER-4
SURVEY ANALYSIS
ANALYSIS OF CONSUMER SURVEY FINDINGS
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ANALYSIS OF CONSUMER SURVEY FINDINGS:
Analysis of survey of Liquefied Petroleum Gas with particular
reference to consumer preference is presented. The survey is conducted to
Know why people prefer Liquefied Petroleum Gas to other fuels like
electricity, Kerosene and firewood by using questionnaire. The
questionnaires were distributed to different class of people residing in
Shimoga city.
25 persons responded to the consumer questionnaire which helped us
to draw the conclusions. The percentage wise opinion has also been shown
in all tables formed below for this purpose.
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Table Number-1
The table bellow shows the number of people belonging to different
occupation responded to all questionnaires.
Occupation of respondents
No. of respondents No. of person in percentage
Business 10 20%
Housewives 20 40%
Professionals 4 8%
Others 16 32%
Total 50 100%
From the above table we can say that out of 50 respondents a major
portion constitutes housewives who have preferred liquefied petroleum gas.
Housewives form about 40% followed by others (32%) business (20%)
professionals (8%)
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OCCUPATION OF THE RESPONDENTS
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Table Number-2The table shows the annual income of respondent’s family
Income Total Percentage
Below Rs. 8,000 32 64%
10,000 10 20%
10,000 and above 8 16%
Total 50 100%
The Above table shows that the families whose income is Rs. 8000
and below, per annual Requires. We the product more. They Form about
64% followed by the families whose income is Rs. 10,000(20%) and above
Rs. 10,0000 (16%)
Further by comparing the above tables 1 and 2. We can conclude that
housewives followed by professionals, whose family income is Rs. 8000 and
bellow, per annum prefer and use liquefied petroleum gas more than others
ANNUAL INCOME OF RESPONDENTS
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Table Number-3
This table shows percentage of people who use different fuels
Different fuels No. of respondents No. of person in percentage
Firewood 2 4%
Kerosene 2 4%
Electricity 6 12%
liquefied Petroleum 40 80%
Total 50 100%
Out of 50 respondents it is clear that major portion of them use
liquefied petroleum gas. About 80% of respondents use Liquefied
petroleum gas followed by electricity 12% Kerosene 4% and firewood 4%.
FUEL PREFERENCE OF THE RESPONDENTS
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Table No.-4
This shows, the number of years the respondents are using Liquefied
petroleum gas.
Year Total Percentage
2 4 8%
5 10 20%
10 24 48%
20 12 24%
Total 50 100%
Out of 50 respondents, 4 respondents have used liquified petroleum
gas since only 2 years, 10 respondents; have used liquified petroleum gas
since 5 years, 24 since 10 years, and 12 since 20 years.
NUMBER OF THE RESPONDENTS
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Table Number-5
These table shows, which gas agency the respondent, are using
liquefied petroleum gas.
Name Total Percentage
Shalok Gas Agency 24 48%
Shimoga Gas Agency 10 20%
Bandari gas Agency 14 28%
Others Specify 2 4%
Total 50 100%
Out of 50 respondents, 24respondent has used liquified petroleum gas
since Shalok Gas Agency, 10 respondent, have used liquified petroleum gas
since Shimoga gas Agency 14 since Bandari gas Agency and 2 since other
specify.
Which Gas Agency
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Table Number-6
This table shows their reasons why respondents prefer liquefied
petroleum gas fuel.
Reasons Total Percentage
Economical 8 16%
Reliable 8 16%
Convenient 17 34%
Easy available 17 34%
Total 50 100%
Major percentage of people prefer Liquefied Petroleum gas because it
is convenient out of 50, 17 respondents use Liquefied petroleum gas for
convenience followed by reliability 8, Easy availability 17 and Economical
4.
REASON FOR NON PREFERENCE
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Table Number-7
This table shows the percentage or respondents having single or
double cylinders.
No. of Cylinders Total Percentage
One 15 30%
Two 35 70%
Total 50 100%
Out of 50 respondents most prefers to have double cylinders, 35
respondents have 2 cylinders while 15 have only one.
Number of cylinders
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Table Number-8
This table shows the availability of liquid Bharath gas in the market
Opinion No. of Respondents Percentage
Yes 46 92
No 4 8
Total 50 100%
Outs of 50 respondent, 46 are of the opinion that liquid Bharath gas is
easily available in the market and 4 feels it otherwise.
AVAILABILITY OF BHARAT IN MARKET
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Table No.9
This table shows that number of respondents who have not attended the
safety clinics conducted by the Hindustan Petroleum Corporation.
Attended Safety Clinics No. of respondents Percentage
Yes 18 36%
No 32 64%
Total 50 100%
` Out of 50 respondents, 18 respondents have attended the safety clinics
while the other has not 32.
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Table Number-10
This table shows the reasons why respondents have not attended safety clinics
Reasons No. of respondents Percentage
Busy 25 50%
Not interest 10 20%%
Not necessary 8 16%
Other reasons 7 14%
Total 50 100%
Out of 50 respondents, 25 respondents have busy, 10 have not
attended safety clinics because they are not interested, 8 because safety
clinics are not necessary and 7because other reasons.
REASONS FOR NOT ATTENDING SAFETY CLINIC
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Table Number-11This table shows the reasons why people recommended liquefied petroleum gas to others
Reasons No. of respondents Percentage
Reliability 12 24%
Easy maintenance 24 48%
Efficient 8 16%
Cleanliness of use 6 12%
Total 50 100%
All 50 respondents have answered that they will recommend liquefied
petroleum gas of others. Out of 50 respondents, 24 respondent will
recommended liquefied petroleum gas to other because of its easy
maintenance followed by cleanliness of use (6), efficiency (8) and reliability
(12)
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Table -12
This table shows the duration of change of cylinders
Duration No. of respondents percentage
2 Weeks 10 10%
4 Weeks 28 56%
6 Weeks 6 12%
8 Weeks 6 12%
Total 50 100%
Out of 50 respondents for 28 respondents the duration of change of
cylinder is 4 weeks and 3 need indent is 10, 6, 6 respondents is 2, 6, 8 weeks
respectively.
DURATION CHANGE OF CYLINDER
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Table Number-13
This table shows, the reasons what do you consider while selecting your agency.
Reasons No. of respondents percentage
Prompt delivery of cylinder 18 36%
Reputation 8 16%
Service of the agency 22 44%
Other (Specify() 2 4%
Total 50 100%
All 50 respondents have answered that they will consider liquefied
petroleum gas to others. Out of 50 respondents, 22 respondents will
consider liquefied petroleum gas to others because of its services of the
agency followed by prompt delivery of cylinder 18, Reputation 8, others 2.
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CHAPER-5
CONSUMER BEHAVIOUR
IMPORTANCE
PURCHASE BEHAVIOUR ANALYSIS
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CONSUMER BEHAVIOUR
1. IMPORTANCE:
The importance of the consumer in our economic society has long
recognized. Economic theories for more than a century have emphasized the
fundamental proposition that economic endeavour of human wants.
Mutuality of interest has been recognized between consumer and producers.
One cannot exist without the others. Many business concern have, therefore
been giving greater thought to the stud of consumers need, and wants,
preliminary to their production of good usable managerial understanding of
consumer behaviour to develop successful marketing programmer can be
obtained from consumer behaviour survey.
2. PURCHASE BEHAVIOUR ANALYSIS:
Markets have been understood before planning the marketing process.
A market whether consumer, produces, reseller or government is “the set of
all individuals and organization who are actual of potential buyers of a
product or service”.
This means that any person organization that has a latent interest in a
product and the mean to acquire it is a buyer. Since market consist of
buyers, behaviour is central to a understanding of markets. Which are
distinguished on the basis of the buyer role. Motive and behaviour rather
than on the characteristics of a purchased product.
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In order to understand buyer one has to seek answers to four
fundamental questions.
What does the market buy? (object)
Why does it buy? (Objective) :
Who does the buying? (Organization):
How does the buy? (Operation) :
Answering this question of a market is pre-requisite for deciding the 4
pea’s product, price, promotion and physical distribution of marketing
strategy
The consumer market is the ultimate market for which the economic
activities are organized. It consists of the whole population and it is
important for the markets to research age distribution, family formation,
income educational level, mobility of preference and tastes in short, the
entire life of consumers.
“Consumer life style is how you life. Get is the total image you have
of yourself a s result of he culture you live in and he individual situation and
experiences that comprise your daily existence. Get is the sum total of you
post decisions and future plane”. This it is consumer life style which finally
determines the consumer purchase division. This can be seen in figure (1)
showing the consu9mer purchase decision model.
2. a) CONSUMER PURCHASE DECISION MODEL
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Needs/attitudes that influence Consumption decision
Consumer Consumer purchase
Social class Demo-Consumer life style Individual Characteristics
GraphicsFamily
Individual Development
Behavior experience that reduce,Maintain or enhance life style
The objective of the consumer is to satisfy Verity of need
physiological safety belongingness status and self-actualization, but he is not
always fully conscious of the needs that are driving his or her behaviour.
Need levels vary from person and also fluctuate over time this needs a
several makes the person look around for the right thing to gratify his need.
The individual entries a state of active information search.
This purchase involvement is the level of concern for or interest in the
purchase process triggered by this to consider a particular purchase. Thus it
is a temporary state of individual. Family of household unit, which is,
influenced by the interaction of individuals, product and situation
characteristics.
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The buying situations itself can very from one of routines response.
Behaviour to limited problem solving to extensive problem solving. Buying
is not a single act but a multiple component decision based on the need
class, generic class product class, brand vendor, quality, timing and method
of payment.
The decision making process starts with the buyer considering a few
alternatives from the set of alternatives he is aware of. This initially evoked
set gets narrowed down by evaluation and elimination of infusible
alternatives, leading ultimately to the specific decision set, which the
alternative is finally purchased.
The type or evaluative criteria which a consumer uses in a decision
various from tangible criteria based on factors like style taste, prestige, brand
and retailer image.
On the basis of the ranked set of performances the purchase decision
is made. Use of the Product and evaluation give rise to post purchase
feelings, which may be either a complaint behaviour or repeat purchase
motivation.
Thus at each decision stage characteristics of the buyer, product, seller
and selling situation interact to influence the buying outcome. A dear
picture of this each be had from the overall model of consumer behaviour.
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2 b) OVERALL MODEL OF CONSUMER BEHAVIOUR
Attitudes/needs
Social Class Culture Situations
Demo Graphics consumer Life -Problems Style -Recognition
-Information
Family Individual -Search Development -Evaluation &
Selection-Outlet selectiondecisionimplementation-Post purchaseProcess
Situations
Thus the term consumer behaviour can be defined “ as the behaviour
that consumers display in searching for purchasing, using and evaluation
products, services and ideas, which they except will satisfy their needs”. It
includes the study of what they buy, why buy it, how they buy it, when they
buy it, where they buy it and how after things buy it.
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CHAPER-6
SUGGESTIONS AND CONCLUSION
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SUGGESTIONS
I give below my suggestions for the better and efficient consumer
service by distributor?
1. Refills booking by Post:
Consumer should b e allowed to book the refills by post by using pre-
printed post cards supplied by the distributor himself. An acknowledgment
is to be sent for booking made by post and postage is to be borne by the
consumer.
2. Display of refill supply position:
To enable the consumer to know he correct refill supply positions, the
daily booking numbers and supply positions should be displayed as a board.
3. Refill booking numbers;
Consumer should be given by the distributor the booking number of
the refills i.e. the serial numbers in the refills registers.
4. Sunday Working:
The distributor should make refill supplies on Sundays, with a weekly
off on any working day.
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5. Telephone answering machine:
In all towns where there are automatic electronic exchange, telephone
answering machine is to be provided.
6. Adequate infrastructure:
Distributor should have adequate infrastructure to render prompt
service to the consumers for both refill deliveries and new connection.
7. Delivery vehicle:
For refill deliveries auto driven vehicles to be used.
8. Pre-delivery checks:
Before the cylinders are dispatched to the consumers, the distributors
have to make a 100% pre-delivery check on a platform type weighing scale
9. Refill delivery:
All refills are to be supplied on a home delivery basis. No refills are
to be delivered on a cash and carry basis.
10. Complaint/Suggestion box:
All complaint/suggestion box is to be kept inside the distributor’s
showroom beside the complaint register.
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New Connection:
11. Hot Plate Prices:
Distributors should display the prices of ISI approved hot plates being
marketed by them along with the stipulation with regard to MRTP Act in
heir showroom
12. Hot Plate Inspections:
The hot plate available with the consumer should be inspected within
7 days.
13. Registration for new collection:
Registration for new connection should be open at all times and free
of charge. This message must be displayed on a board.
14. Intimation Letters:
Customers whose waiting list has matured must be intimated to avail
of their connection through on intimation letter. This has a business reply
paid card which is to be mailed to the Divisional office by the consumer
often availing the supplied to the distributors by the divisional office.
15. Domestic gas consumer card:
Domestic gas consumer cards have been printed as an industry basis
to be issued to all consumers. The card contains all details pertaining to the
consumers connection. An entry is to made by the delivery boy in the card at
the times of refill delivery boy in the card at the time of refill delivery.
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16. No person shall be granted to an oil company as a Distributor more
than one connection for consuming liquefied petroleum gas.
17. Emergency Service cell:
All major cities and town will have an Emergency service cell to
attend to customer complaints after working hours on holidays. It is set up
to attend mainly leakage complaints.
The availability of this service it to be published among the customers
and the should be clearly advised that emergency service cell operated to
attend leakage complaints and to tackle hazardous situations.
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CONCLUSION
From the survey as indicated by different tables we can conclude that
only sections of the urban people are using liquefied petroleum gas. House
wives cum working woman and the most elite class people prefer liquefied
petroleum gas is not very popular because of lack of knowledge and
availability of gas at their doorstep and due t costing. These classes of
people mostly use firewood or kerosene for cooking purposes. Few people
use electricity. The people who live near the forest and the villages are
destroying the forest by cutting the trees which is causing great
environmental problems by denuding the forest the climatic condition is
getting warmer and warmer. As this is a national disaster strongly
recommend to the concerned authorities to popularize the use of liquefied
petroleum gas in these areas. The oil companies should come forward to
appoint the dealers and by adequate supply of liquefied petroleum gas to
backward and hilly areas. This programme will not only enrich the nation
but also the wealth of the people as liquefied petroleum gas is a bob Smokey
agent.
The oil companies should propagate the use of liquefied petroleum
gas to the lower class people.
The government should come forward to make available the liquefied
petroleum gas adequately as and when the demand increases either by
importing or by indigenous production.
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The oil companies should educate the masses regarding the safety
aspects of using liquefied petroleum gas and make them aware that liquefied
petroleum gas is safe and reliable and economic too.
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ANNEXURE
QUESTIONNAIRE
BIBLIOGRAPHY
CONSUMER ATTITUDES TOWARDS LIQUIFIED PETROLEUM GAS
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KUVEMPU UNIVERSITY
ACHARYA TULSI NATIONAL COLLEGE OF COMMERCE SHIMOGA
Dear Respondents,
I am the student of BBM Final year in partial fulfillment of my
course. I am conducting the marketing survey of liquified petroleum gas for
project report. I would therefore be grateful if you kindly spare me a few
minutes to answer the following questions.
Thanking You,
QUESTIONNAIRE
1. Name :
2. Sex :
3. Educational Qualification :
4. Occupation :
5. Monthly Income a) Below-8000
b) 8000-1000
c) Above 10000
6. Type of fuel used a) Fire wood
b) Kerosene
c) Electricity
d) LPG
7. Is it domestic or non-domestic?
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8. Since how many years you all using LPG
a) 2 years b) 5 Years
c) 10 Years d) 20 Years
9. Which is your gas agency?
a) Shimoga gas agency
b) Shalok Gas Agency
c) Bangari gas agency
d) Others (Specify)
10. If LPG, why?
a. Economical b. Reliable
c. Convenient d. Easy availability
11. If not why?
a. Risk b. Relaible
c. Convenient d. Easy availability
12. Have heard of Shalok Gas Agency?
a. Yes b. No
13. If ‘yes’ how?
a. Friends b. Consumers of the agency
c. Advertisement d. Others
14. What is your opinion regarding your agency?
a. Excellent b. Good c. Not bad
15. How many cylinders have you got
a. One b. Two
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16. Are you satisfied with LPG
17. It is easily available in the market?
a. Yes b. No
18. Have you attended any safety clinics conducted by Shalok Gas Agency?
a. Yes b. No
19. If ‘No’ why?
a. Busy b. Not interested
c. Not necessary d. Other reasons
20. Will you recommend LPG to others?
a. Yes b. No
21. If yes why?
a. Reliable b. Easy Maintenance
c. Efficient d. Cleanliness of use
22. If no why?
a. Risk b. Non-availability
c. Costly d. Others
23. Duration of change of yours cylinders
a. Two weeks b. Four weeks
c. Six weeks d. Others.
24. What do you consider while selecting your agency?
a. Prompt delivery of Cylinders
b. Reputation
c. Service of the Agency
d. Other
25. Any Suggestions
_________________________
_________________________
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Date
Place: Signature
BIBLIOGRAPHY
Acharya Tulsi National College of Commerce, Shimoga. Page | 72
Encyclopedia
a. Britannica
b. American
c. Collier’s
d. Standard
Magazines and Newspapers
Facts for you
Annual Report of United Breweries Ltd.,
Marketing Management –by S.A. Sherlakar
Philp Kotler
HPCL-LPG Manual
Acharya Tulsi National College of Commerce, Shimoga. Page | 73
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