Summer training research project report On AN ANALYSIS CUSTOMER SATISFECTION AND INDION OIL CORPORATION LTD.

For the partial fulfillment of the requirement of MASTER OF Business Administration ( MBA- 2008- 2010)

Under the Guidance of: Dr. Krishna Gopal Chobey

Under the Supervision of : Mr. R.K.Shahab. DRSM, Kanpur, Divisional Office.

Submitted By: Agraj MIshra Roll No :- 0844070001 ( Finance & Marketing)

Naraina Vidhya Peeth Management Institute Gangaganj, Panki, Kanpur- 208020

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Summer training research project report On AN ANALYSIS CUSTOMER SATISFECTION AND INDION OIL CORPORATION LTD

For the partial fulfillment of the requirement of MASTER OF Business Administration ( MBA- 2008- 2010)

Under the Guidance of:: Dr.Krishna Gopal Chobey

Under the Supervision of : Mr. R.K.Shahab. DRSM, Kanpur, Divisional Office.

Submitted By: Agraj MIshra Roll No :- 0844070001( Finance & Marketing)

Naraina Vidhya Peeth Management Institute Gangaganj, Panki, Kanpur- 208020

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Naraina Vidya Peeth Management Institute Gangaganj,Panki, Kanpur-208020

DATE. . . . . . .

To Whom It may Concern

This is to certify that Mr./Ms. Specialization in

Agraj Mishra

student of

M.B.A Course (2008-10) at Naraina Vidya Peeth Management Institute with dual Marketing & Finance has satisfactorily completed the summer research project on AN ANALYSIS CUTOMER SATISFECATON AND

INDIAN OIL CORPORATION LTD. study is done under the guidance of the undersigned by partil fulfillment for the award of M.B.A .I wish him /her all the best for bright future ahead.

Suervisor

Head of Department

Director

ACKNOWLEDGEMENT

I would like to express my Acknowledgement to those people, without whose contribution, Support and guidance this Report would not have seen the light of the day. Notable among them are Mr. R.K.Shahab (Divisional Retail Sales Manager Kanpur), Mr.Abhishekh Bhatnagar (Dy. Manager Retail Sales), who was my Project Guide and who helped me in a lot. I am also thankful to all other employees of Religare who guide me during my Project. I am also thankful and would like to express my Gratitude to the Honorable Head of Department Dr. Krishna Gopal Chaubey and the entire Institute for giving me a Platform to have this wonderful opportunity and being able to get a glimpse of the Corporate World

With Regards, Agraj mishra M.B.A. 2nd Year.

PREFACE

As a Part of MBA Program, Student has to pursue a project duly approved by the Faculty of Concerned area. I had the privilege of undertaking the project on AN ANALYSIS CUSTOMER SATISFACTION & INDIAN OIL

CORPORATION LIMITED Main aim of the Project is to study how to build a long term relationship through providing good service with the customer. And dealer We gained valuable experience & knowledge during the survey. The Project consists of our findings after data analysis & then conclusions were drawn and finally recommendations were put forward.

ABOUT THE TOPIC

An Analysis Customer Satisfaction & Indian Oil Corporation Ltd The project is totally base on the survey done by me at various petrol pump and customer also. In this project the survey is done keeping in to consideration 30th Petrol Pump and 300 consumer. As we know that consumer satisfaction is the main aim of marketer so keeping in mind their satisfaction this survey is very important and it provide various important information which the company utilizes into the research and Development programs and the marketing mix principles ( also know as the 4 Ps) are used by business as tools. To Assist them in pursuing their objectives. Which are provided by Indian Oil to a customer through Deals in the service . Indian Oil service is the part of the marketing mix. The marketing mix is part of the organization planning process and consists of analyzing process and consists of analyzing the defind. Product Price Promotion Place

PRODUCT
Product satisfy the consumer needs Indian Oil Corporation Limited provided good quality product which satisfy the need of customer to a large extent. Its product line is very vast and large which satisfy each type of individuals . Its brand image in the market is better them all the existing brands because its product provide extra mileage. 7

PRICE
The price of Indian oil co. ltd. product are competion based prcising which depend . an the price strategy of competitors. Mainly it can use differented price strategy.

PROMOTION
It provide credit card facility to all customer . It provide incentive to dealer in order to increase the market share. It provide training to the staff and its worker To recognizes the working of the dealers the company made certain inspection at regular interval The company promote the product by doing advertisement If the Indian oil co. ltd. Provide better service and quality to the dealer and consumer they thought that the company is better and they move that place for pursuing frequently.

PLACE
Its product are available at each and every place whether it is rural and urban aria It connect rural market and urban market also Transportation confirm, time utility and place utility to the product Transportation is concern with transition of goods and service. If the company provided the goods and service o At the right time o At the right place This is in hence is the better customer relationship in the organization .

OBJECTIVES

Primary Objectives: To find the relationship between the consumer behavior and market policies of a company. To analyze the scope for Indian Oil Product. To find the critical factor of success for Indian oil and to find How Indian Oil Product could be a strong and popular brand in market. To analyze the market performance of dealers with Indian Oil Product. To analyze the switching behavior of customers under demographic segment.

Secondary Objectives: To know the customer satisfaction about Indian Oil Product. To check the AVF (Availability, Visibility and Freshness) of Product on each and every petrol pump. To study various markets products like Oil, Gas and other facility of Management Services. To Study the various services provided by Indian oil to there clients. To know investors experience in capital market. To study what other services customers expect from Indian oil.

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SIGNIFICANCE OF STUDY

The main significance study is to fine out the growth and progress of Indian Oil Co. ltd. It help in study the consumer behavior regarding to the product of Indian oil. It help the Indian Oil Co. Ltd in making new strategy and policy for its progress It also help in the improvement of best quality of product. It helps in increasing the market share and brand image of the company

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INDIAN OIL CORPORATION LIMITED

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INDIAN OIL CORPORATION LIMITED

MISSION: To achieve international standards of excellence in all aspects of energy and diversified business with focus on customer delight through value of products and services, and cost reduction. To maximize creation of wealth, value and satisfaction for the stakeholders. To attain leadership in developing, adopting and assimilating state-of- the-art technology for competitive advantage. To provide technology and services through sustained Research and Development. To foster a culture of participation and innovation for employee growth and contribution. To cultivate high standards of business ethics and Total Quality Management for a strong corporate identity and brand equity. To help enrich the quality of life of the community and preserve ecological balance and heritage through a strong environment conscience.

VISION: A major diversified, trans-national, integrated energy company, with national leadership and a strong environment conscience, playing a national role in oil security & public distribution. To be India's first Multinational providing complete xtra care services solution across the globe.

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Values: Values we nurture Care: Concern Empathy Understanding Cooperation Empowerment

Innovation: Creativity Ability to learn Flexibility Change

Passion: Commitment Dedication Pride Inspiration Ownership Zeal & Zest

EMPLOYEE PROFILE: 15

The Corporation's employee strength as on 31st December, 2007 is 31,796. Indian Oils unique work culture is based on trust, openness and a commitment to creativity and consultation. The organization identifies each and every one of its employees as an achiever who will make a difference. The experience and the knowledge gained by its people in building this mammoth organization is now sought after by other developing countries.

ENTREPRENEURIAL CULTURE: Indian Oil encourages employee participation in management and suitably rewards innovative suggestions. Participative forums in the form of joint management councils, quality circles, suggestions scheme, etc. enrich its work culture. Indian Oil today has one of the best records in the industry for accident-free man-hours.

CAREER GROWTH OPPORTUNITIES: Indian Oil inducts officers at the junior-most level of the management hierarchy. First division professional degree holders and post-graduates from relevant disciplines are recruited as management / engineer trainees, accounts officers, medical officers, lab officers, systems officers, communications officers, scientists, etc.

Job rotation and inter-location transfers throughout the country facilitate planned development of careers and broaden outlook. Career growth opportunities are based on the individual's performance and contribution to the common goal of sustained growth. Indian Oil's top executives have grown from within -- a testimony to the unlimited opportunities for growth available to the meritorious.

WELFARE OF EMPLOYEES: 16

Apart from attractive scales and perks, Indian Oil provides its employees many facilities and welfare measures which are continuously upgraded. The medical facilities extended to the employees are rated amongst the best in the country. Apart from fully equipped hospitals at refinery townships, the Corporation also has nominated hospitals at various locations to meet employee needs. Holiday homes at select locations throughout the country help employees and their families unwind.

Training & Development :

Indian Oil has an apex-learning institute Indian Oil Institute of Petroleum Management (IIPM) at Gurgaon - which conducts Management Development Programmes round the year on organizational goals and strategies, diversification and globalization plans.

The Indian Oil Institute of Petroleum Management has been established with the objective of imparting management education. In a dynamic business environment, managers need to constantly upgrade competencies and strengthen individual capacities for organizational effectiveness. The Institute offers unique learning opportunities around contemporary management practices and applications through a wide range of learning strategies, including management development programmes in all major areas.

The pedagogies and programmers are primarily focused on petroleum and energy management. The repertoire of learning services is on offer on select basis to managers from industry on national and international basis.

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ABOUT INDIANOIL CORPORATION INTRODUCTION

Indian Oil Corporation Limited (Indian Oil) is India's largest commercial enterprise, with a sales turnover of Rs.2,20,779 crore (US $ 51 billion) and profits of Rs.7,499 crore (US $ 1.73 billion) for fiscal 2006.IndianOil is also the highest ranked Indian company in the prestigious Fortune Global 500 listing, having moved up 19 places to the 116 th position this year based on fiscal 2007 performance. It is also the 20th largest petroleum company in the world. The Indian Oil Group of companies owns and operates 10 of India 's 19 refineries with a combined refining capacity of 60.2 million metric tones per annum (MMTPA i.e. 1.2 million barrels per day). The Corporation's cross country crude oil and product pipeline network spanning about 9,300 km ,the largest in the country ,meets the vital energy needs of the consumers in an efficient, economical and environment friendly manner.

Indian Oil Corporation Ltd., Research & Development Centre

Indian Oil Corporation Ltd. was the first oil company in the country to venture into research and development in the area of lubricants and refining process technologies with the establishment of a full-fledged Research and Development Centre at Faridabad in 1972. Beginning with import substitution of lubricating oil and grease formulations of the 70's, this Centre has, over the years, acquired the capabilities to develop products meeting the latest international specifications as well as customized products to meet special application requirements. Indian Oil 's world class R&D Centre spread over 65 acres of lush green campus on the outskirts of Delhi has state-of-the-art facilities and has carried out pioneering work in lubricants formulation, refinery processes and pipeline transportation. The Centre has 108 patents to its credit of which 44 are international including 26 in USA

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Over the past three decades Indian Oil R&D Centre has developed over 2000 formulations of lubricating oils and greases to satisfy the needs of Indian Industry and consuming sectors of Defense, Railways, Public Utilities and Transportation. It has been providing all the necessary technology solutions to Indian Oil 's operating divisions by developing innovative, cost-effective and environment-friendly products and processes with strong technical back-up service. It has also developed and brought many new lubricant products to the Indian market, of which multi grade railroad oils are one example. These products possess USPs established through in-house endurance tests. Indian Oil 's focused research in the areas of lubricant and grease formulations, fuels, refining processes, biotechnology, additives, pipeline transportations, engine evaluation, terminological and emission studies, and applied metallurgy has won several awards. The R&D's activities in refining technology are targeted in the areas of fluid catalytic cracking (FCC) hydro processing, catalysis, reside up gradation, distillation, simulation and modeling, lube processing, crude evaluation, process optimization, material failure analysis and remaining life assessment and other technical services to operating units. In FCC, apart from process optimization and catalyst evaluation, the accent is on the development of novel technologies aimed at value addition to various refinery streams. The R&D center is fully equipped to provide technical support to commercial hydro cracker units in the evaluation of feedstocks and catalyst, optimization of operating parameters, evaluation of licensors' process technologies, development of novel processes and simulation models. Material failure analysis and remaining life assessment of refinery equipment and installations is a highly specialized service being provided by R&D Centre to the refineries of Indian Oil as well as other companies.

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COMPANY PROFILE: Indian oil is a well known self owned undertaking corporation of a government stand fifth rank in providing well Services. A company promoted by the Sarthak Behuria (Chairman of IOCL) and many other honorable personalities (like G .C. Daga, Anand Kumar, S.V.Narasimhan, B.N.Bankapur) playing a vital role in a success of a company. The Primary focus of IOCL is to cater best services in oil Market operations to customers and fulfill the needs of a company to make their company stand in rank first in national level among the competitors. The company is also a member of the National Stock Exchange (NSE) and Bombay Stock Exchange (BSE).

BUSINESS & OPERATION

BUSINESS Over a period of time IOCL has recorded a healthy growing rate both in business volume and profitability as it only the major players in this line of business. The business thrust has mainly in the development of business from Financial market Institutions, oil, gas and Corporate.

OPERATIONS The operations of the company are broadly organized among the following functions.

Research & Analysis

This group is focused on doing stock picks and Segment specific research. They provide the best of analysis in the industry and are valued by both our institutional and Retail Customer.

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Marketing Indian Oil is fully equipped to handle small to large-scale infrastructural projects in the petroleum downstream sector anywhere in the country. This group is focused on tracking potential business opportunity and converting them into business relationships. Evaluation the need of the customers and tailoring products to meet there specific requirements help the company to build lasting relationship.

Dealing Enabling the customers to procure the best rates and xtracare on there transactions is the core function of this group.

Back office This group ensures timely delivery of stocks traded, operation matters with customers change, statutory compliance, handling tasks like sales-in, sales-out, etc. This section is fully automated to enable the staff to focus on the technicalities of trading and is manned by professionals having long experience in the field.

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INFRASTRUCTURE

Offices The company has offices located at prime location in Mumbai, New Delhi, Kolkatta and Chennai. The offices are centrally located to cater to the requirements of institutional and corporate clients and retail clients, and for ease of operation due to proximity to filling stations and dealers. Today we have more than 170 branches all over India.

Communications The company has its disposal, an efficient network of advance communication system and intend to install CRM facilities, besides this it is implementing interactive client information dissemination system which enable clients to view there latest client information on web. It has an installed multiple WAN to interconnect the branches to communicate on real time basis.

The company is equipped with most advanced system to facilitate smooth functioning of operations. It has installed its major application on computer and uses latest state of art financial software.

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COMPETITIVE EDGE IN MARKET

Participant on the countrys premium exchange:

Indian Oil is a member of the countrys premium stock exchange- The National Stock Exchange of India (NSE) as well as Bombay Stock Exchange (BSE)

Clearing membership on Capital & Derivative Segments:

It has clearing membership on both the Capital Market and Derivative segments of the exchange. We are also authorized to trade the retail debt market.

Depositary Participant with NSDL & CDSL:

We are depositary participants with the country premium depositary service- National Securities Depository limited (NSDL) as well as with the only depository with a country wide reach Central Depositary Service Limited (CDSL)

Leading Private sector bank as partner:

Our banking partner is SBI Bank, ICICI Bank and Syndicate Bank. The foremost private sector bank in the country, which has the most technologically advanced infrastructure in the country, with internet banking allowing access to information 24x7.

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Prime office location:

We have prime office location in the nations political capital and the business capital Delhi & Mumbai.

Research Capabilities:

We have a dedicated team of analysts in our Delhi office They provide fundamental analysis of stock and markets, which are fundamentally strong and are helpful for retail investors.

Technical Analysis:

An endurance testing and transmission of all types of vehicles technical is published by our in house technical analyst, who is a recognized leading practitioner in market. He tracks the progress of the calls on the real- time basis, and advises of any change in the profit points of stop loss levels.

Thus with this in house services that is provided by Indian oil corporation Ltd. To its Clients has given a competitive edge & more over it has given trust and confidence to its retail investors to as to build a long term relationship with its clients.

CORPORATE STRUCTURE

Our organization is led by individual who are professional and leaders in every sense of the world. Experts in their respective domain, esteem members of our Board of Directors are: 25

Name
Mr. Sarthak Behuria Mr. G.C.Daga (Marketing) Mr. S.V.Narasimhan (Finance) Mr. V.C.Agarwal (Human Resource) Mr. Anand Kumar (Research and Development) Mr. B.N.Bankapur (Refineries) Mr. P.K.Chakraborti

Designation
Chairman Director Director Director Director Director Director

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OBJECTIVE OF THE COMPANY

Objectives & Obligations Objectives

To serve the national interests in oil and related sectors in accordance and consistent with Government policies. To ensure maintenance of continuous and smooth supplies of petroleum products by way of crude oil refining, transportation and marketing activities and to provide appropriate assistance to consumers to conserve and use petroleum products efficiently. To enhance the country's self-sufficiency in crude oil refining and build expertise in laying of crude oil and petroleum product pipelines. To further enhance marketing infrastructure and reseller network for providing assured service to customers throughout the country. To create a strong research development base in refinery processes, product formulations, pipeline transportation and alternative fuels with a view to minimizing/eliminating imports and to have next generation products. To optimize utilization of refining capacity and maximize distillate yield and gross refining margin. To maximize utilization of the existing facilities for improving efficiency and increasing productivity. To minimize fuel consumption and hydrocarbon loss in refineries and stock loss in marketing operations to effect energy conservation. To earn a reasonable rate of return on investment. To avail of all viable opportunities, both national and global, arising out of the Government of Indias policy of liberalization and reforms. To achieve higher growth through mergers, acquisitions, integration and diversification by harnessing new business opportunities in oil exploration production, petrochemicals, natural gas and downstream opportunities 27

overseas.

To inculcate strong core values among the employees and continuously update skill sets for full exploitation of the new business opportunities.

Financial Objectives

To ensure adequate return on the capital employed and maintain a reasonable annual dividend on equity capital. To ensure maximum economy in expenditure. To manage and operate all facilities in an efficient manner so as to generate adequate internal resources to meet revenue cost and requirements for project investment, without budgetary support. To develop long-term corporate plans to provide for adequate growth of the Corporations business. To reduce the cost of production of petroleum products by means of systematic cost control measures and thereby sustain market leadership through cost competitiveness. To complete all planned projects within the scheduled time and approved cost.

Obligations

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Towards customers and dealers:- To provide prompt, courteous and efficient service and quality products at competitive prices. Towards suppliers:- To ensure prompt dealings with integrity, impartiality and courtesy and help promote ancillary industries. Towards employees:- To develop their capabilities and facilitate their advancement through appropriate training and career planning. To have fair dealings with recognized representatives of employees in pursuance of healthy industrial relations practices and sound personnel policies. Towards community:- To develop techno-economically viable and environment-friendly products. To maintain the highest standards in respect of safety, environment protection and occupational health at all production units. Towards Defense Services:- To maintain adequate supplies to Defence and other Para-military services during normal as well as emergency situations

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PRODUCTS OF INDIAN OIL CORPORATION: Xtracare services Auto LPG Aviation Turbine Fuel Bitumen Xtramile (High speed Diesel) Liquefied Petroleum Gas (LPG) Lubricants and Greases Marine fuels MS/Gasoline(Xtra premium) Superior Kerosene Oil Crude Oil Benzene Carbon Black Feed Stock(CBFS) Petrochemicals

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PRODUCTS DETAILS:

Indian Oil is not only the largest commercial enterprise in the country it is the flagship corporate of the Indian Nation. Besides having a dominant market share, Indian Oil is widely recognized as Indias dominant energy brand and customers perceive Indian Oil as a reliable symbol for high quality products and services.

Benchmarking Quality, Quantity and Service to world-class standards is a philosophy that Indian Oil adheres to so as to ensure that customers get a truly global experience in India. Our continued emphasis is on providing fuel management solutions to customers who can then benefit from our expertise in efficient sourcing and least cost supplies keeping in mind their usage patterns and inventory management.

Indian Oil is a heritage and iconic brand at one level and a contemporary, global brand at another level. While quality, reliability and service remains the core benefits to our customers, our stringent checks are built into operating systems, at every level ensuring the trust of over a billion Indians over the last four decades.

Our Retail Brand template of XtraCare (Urban), Swagat (Highway) and Kisan Seva Kendras (Rural) are widely recognized as pioneering brands in the petroleum retail segment. Indian Oils leadership extends to its energy brands - Indane LPG, SERVO Lubricants, Autogas LPG, XtraPremium Branded Petrol, XtraMile Branded Diesel, XtraPower Fleet Card, Indian Oil Aviation and XtraRewards cash customer loyalty programme. 32

Xtracare Services: The Xtracare services are those services which was provided by Indian oil to a customer through dealers in these services they can provide lots of facility like first aid, free air filling, credit card facility, drinking water, window shielding , phones call facility, online reservation facility etc. These all facilities which was provided by the company strengthen the brand image of a

company most of the customers are aware of it and taking advantages of all facility even that lots of are not even know about Xtracare services provided by company these facilities shows the loyalty of a company towards the customers. In services like servicing of a vehicle is a very important facility given by a company not only servicing vehicle related oil also provided in Xtracare retail outlets In case of emergency first aid box always ready, online reservation facility saves a time of lots of customers most of the customers are happy with that but they also wanted more which they feel that it was for them most of the services for which not only dealers but customers are also not aware of it like kwality walls collaboration, suction unit , relief valve ect . Xtracare services are those which give felling to customers that they are important for the company and these lots of facility for them only as a part of sales promotion Xtracare services plays an important role for company to make increased the sale of a core product and its a pleasant welcome of a customer feel to be respected at dispensing unit. Indian Oil is also deals with many other products also which make the brand image of the company more stronger some of the products are as follows which are the important part of it which we can not ignore it these are also available for customers and dealers as Xtracare service are available. 33

CUSTOMER SERVICES AND GENERAL AMENITIES TO BE PROVIDED: Retail Outlet Dealer should ensure quality product at correct quantity and correct price. ROD must provide free air and radiator water to all customers during the houred of operation of the outlet. ROD should ensure prompt services and courteous behaviour at all times. Dealers must prominently display his name/tel.no and also name/tel. no of the oil company personnel who are to contacted by the customer in case of complaints. ROD should provide drinking water, toilet and telephone facilities in RO premises. First Aid Box is made Available by the dealer, with necessary medical aids.

AUTO LPG: Auto Gas from Indian Oil is India's leading Auto LPG fuel brand available in about 60 cities. Auto LPG is a clean, high-octane and eco-friendly fuel. It is obtained from natural gas through fractionation and from crude oil through refining. It is a mixture of petroleum gases like propane and butane.

With effect from April 24, 2000, the use of Auto LPG as an automotive fuel was made legal in India, albeit within the prescribed safety terms and conditions. However, use of domestic LPG cylinders in automobiles is not only illegal but also highly unsafe.

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With rising automotive fuel prices at the global level, customers are increasingly opting for economical and eco-friendly fuel alternatives, one of which is Auto LPG. Auto LPG has less impact on greenhouse emissions than any other fossil fuel when measured through the total fuel cycle. The higher energy content in this fuel results in a 10% reduction of CO2 emission compared to other fuels and substantially reduces air pollution caused by vehicular emissions. With a switchover to Auto LPGdriven cars, customers can save about 30% on their fuel bills!

AVIATION TURBINE FUEL:

Indian Oil Aviation Service is a leading aviation fuel solution provider in India and the most-preferred supplier of jet fuel to major international and domestic airlines. Between one sunrise and the next, Indian Oil Aviation Service refuels over 1500 flights from the bustling metros to the remote airports linking the vast Indian landscape, from the icy heights of Leh (the highest airport in the world at 10,682 ft) to the distant islands of Andaman & Nicobar. Jet fuel is a colorless, combustible, straight-run petroleum distillate liquid. Its principal uses are as jet engine fuel. The most common jet fuel worldwide is a kerosene-based fuel classified as JET A-1.The governing specifications in India are IS 1571: 2001 (7th Rev). Indian Oil is India's first ISO-9002 certified oil company conforming to stringent global quality requirements of aviation fuel storage & handling. Indian Oil Aviation also caters to the fuel requirements of the Indian Defence Services, besides refueling VVIP flights at all the airports and remote heli-pads/heli-bases across the Indian subcontinent. 35

Indian Oil Aviation group regularly organises International Aviation conferences that act as a vital information facilitator with participation from leading international and all domestic airlines, allied industries, statutory aviation authorities and government agencies from 35 countries. Indian Oil is the only oil company in India to market the widest possible range of fuels used by the aviation industry in India- JP-5, Avgas 100LL, Methanol Water Mixture, Jet A-1 and aviation lubricants, etc. Aviation Turbine Fuel (ATF) is dispensed from specially designed refuellers, which are driven up to parked airplanes and helicopters. Major airports have hydrant refuelling systems that pump the fuel right up to the filling outlets on the tarmac through underground pipelines for faster refuelling. Essentially, ATF is pumped into an aircraft by two methods: Overwing and Underwing. Overwing fuelling is used on smaller planes, helicopters, and piston-engine aircraft and is similar to automobile fuelling - one or more fuel ports are opened and fuel is pumped in with a conventional pump. Underwing fuelling, also called single-point is used on larger aircraft. BITUMEN: The common binders used in bituminous road constructions are road tars and Bitumen. Bitumen has gradually replaced road tar for road construction purposes mainly because of its greater availability as compared to road tars. It is principally 36

obtained as a residual product in petroleum refineries after higher tractions like gas, petrol, kerosene and diesel, etc., are removed generally by distillation from suitable crude oil. Indian standard institutions define Bitumen as a black or dark brown noncrystalline soil or viscous material having adhesive properties derived from petroleum crude either by natural or by refinery processes.

Indian Oil refineries at Panipat, Mathura, Koyali, Haldia and CPCL produce grades Bitumen 80/100; Bitumen 60/70; Bitumen 30/40; Bitumen CRMB and Bitumen Emulsion'Indmul'. It is available both in packed and in bulk.

General uses of Bitumen:

For civil engineering works

Constructions of roads, runways and platforms. Water proofing to prevent water seepage. Mastic floorings for factories and godowns. Canal lining to prevent eroding. Dump-proof courses for masonry. Tank foundation. Joint filling material for mason

Industries

Electrical cables and junction boxes. Battery manufacturers as sealing compound. Paint industries for manufacturing black paints and anti corrosive paints. Ceramic industries. Printing inks. 37

Water proof papers. Electrical capacitors. Bituminous felts.

Bituminous grease for lubricating open gears

XTRAMILE (HIGH SPEED DIESEL):

Petroleum derived diesel (called as petrodiesel) is a mixture of straight run product (150 C and 350 C) with varying amount of selected cracked distillates and is composed of saturated hydrocarbons (primarily paraffins including n , iso , and cycloparaffins), alkylbenzenes). Diesel is used in diesel engines, a type of internal combustion engine. Rudolf Diesel originally designed the diesel engine to use coal dust as a fuel, but oil proved more effective. Diesel engines are used in cars, motorcycles, boats and locomotives. Automotive diesel fuel serves to power trains, buses, trucks, and automobiles, to run construction, petroleum drilling and other off-road equipment and to be the prime mover in a wide range of power generation & pumping applications. The diesel engine is high compression, self-ignition engine. Fuel is ignited by the heat of high compression and no spark plug is used. and aromatic hydrocarbons (including napthalenes and

The Indian Standard governing the properties of diesel fuels are IS 1460:2005 (5th Rev). Important characteristics are ignition characteristics, handling at low temperature, flash point. 38

Diesel fuel often contains higher quantities of sulphur. In India, emission standards (equivalent to Euro II, Euro III, and Euro IV) have necessitated oil refineries to dramatically reduce the level of sulphur in diesel in view of the auto fuel policy brought in force by Govt of India. BIS has brought out specification for "Diesel with 5% Biodiesel" that may be marketed in near future.

LIQUEFIED PETROLEUM GAS:

Indene is today one of the largest packed-LPG brands in the world. Indian Oil pioneered the launch of LPG in India in the 1970s and transformed the lives of millions of people with the introduction of the clean, efficient and safe cooking fuel. LPG also led to a substantial improvement in the health of women in rural areas by replacing smoky and unhealthy chullahs with Indene. It is today a fuel synonymous with safety, reliability and convenience.

LPG is a blend of Butane and Propane readily liquefied under moderate pressure. LPG vapour is heavier than air; thus it normally settles down in low-lying places. Since LPG has only a faint scent, a mercaptan odorant is added to help in its detection. In the event of an LPG leak, the vaporization of liquid cools the atmosphere and condenses the water vapour contained in it to form a whitish fog, which is easy to observe. LPG in fairly large concentrations displaces oxygen leading to a nauseous or suffocating feeling.

Suraksha LPG hose, flame retardant aprons and energy efficient Green Label stoves are recommended to enhance safety measures while using LPG as fuel. 39

To prevent diversion, the Indane brand is being backed by RFID technology, a new concept that helps track the movement of LPG cylinders. Initial trials are currently going on, after which it will be implemented on a countrywide basis.

LUBRICANTS AND GREASES:

Indian Oil's SERVO range of lubricants reigns as the undisputed market leader in the Indian lubricants market. Known for its cutting-edge technology and high-quality products, SERVO backed by Indian Oil's pioneering R&D, extensive blending and distribution network, sustained brand enhancement and new generation packaging is a one-stop shop for complete lubrication solutions in the automotive, industrial and marine segments. In the retailing segment, besides Indian Oil petrol stations, SERVO range of lubricants is available through a network of SERVOXpress stations, bazaar outlets and thousands of auto spare parts shops across the country. The SERVO range includes over 500 lubricants and 1200 formulations encompassing literally every lubricant requirement. The SERVOXpress is a one-stop shop for quick, easy and convenient auto care, providing customers with a refreshing experience. The SERVOXpress stations have facilities for oil change, tyre/battery checkups, A/C service, vacuum cleaning, perfuming, and upholstery cleaning, polishing and lamination installation too. Lubrication is the art of reducing friction between rubbing or rolling surfaces. In the recent past two terminologies have gained currency - Tribology, the science of Rubbing; Rheology, the study of stream or flow. The earliest knowledge of lubrication is evident from grease lubricated chariot wheels excavated from the ruins. The rapid development of this science can be said to have started from the 18th century, with 40

significant technological progress in commercial usage in the 20th century. Most lubricants are liquids. Water is a natural lubricant but has extremely limited application due to its very low viscosity and very low boiling point besides its contribution to rusting and corrosion. Vegetable oils have excellent lubrication properties but have very poor oxidation stability, high pour point rapid thickening and may even let out foul odours in time. Most of the liquid lubricants used at present all over the world are petroleum-based mineral oils.

MARINE FUEL:

Indian Oil caters to all types of bunker fuels and lubricants required by various types of vessels operating throughout the world in the shipping industry. The Bunker supplies are made at all major ports of India; Mumbai, Kandla, Vasco, Chennai, Tuticorin, Vizag, Cochin, New Mangalore, Kolkata, Paradeep, JNPT, Port Blair and Haldia. Apart from Indian Navy whose 100% bunker requirement is met by Indian oil, it also supplies bunker fuels to all major shipping and dredging companies of India. Spot requirement of different vessels calling at Indian ports are undertaken through nominations received from local shipping agents and international bunker trader/brokers. While Indian Oil supplies Furnace Oil (FO), Light Diesel Oil (LDO) and High Flash High Speed Diesel (HFHSD) meeting the stringent BIS specifications, it also offers the entire range of SERVO brand of marine grade lubricants.

Supplies are made through pipeline, barges and tank trucks. Bunker supplies are undertaken through pipeline at specified jetties at Haldia, Vasco, Port Blair, Mangalore, Vizag, JNPT and Chennai; Tank Trucks are used for bunker supplies at Tuticorin, Paradeep, Port Blair, Mangalore and Haldia; Barges are used for bunker

41

supplies at jetties and inner anchorages at Haldia, Mumbai, Kandla, Vizag, Cochin and Chennai

MS/GASOLINE (XTRAPREMIUM): Automotive gasoline and gasoline-oxygenate blends are used in internal combustion spark-ignition engines. These spark ignition engine fuels are primarily used for passenger cars. They are also used in off-highway utility vans, farm machinery and in other spark ignition engines employed in a variety of service applications. Gasoline is a complex mixture of relatively volatile hydrocarbons that vary widely in chemical & physical properties and are derived from fractional distillation of crude petroleum with a further treatment mainly in terms of improvement of its octane rating. The hundreds of individual hydrocarbons in gasoline range from c4 to c11. An oxygenate is an oxygen-containing, ashless organic compound (such as an alcohol or ether) which can be used as a fuel or fuel supplement. Motor gasoline is sold at retail outlets where it is directly delivered into the automobile tank. The Indian Standard governing the properties of motor gasoline & gasoline-oxygenate blends is 2796: 2000 (3rd Rev). In view of the auto fuel policy issued by Govt of India, more & more stringent specifications (equivalent to Euro II, Euro III, Euro IV) are being made applicable for the gasolines being marketed in India. This has led to reduction of environmentally polluting factors in gasolines.

SPECIAL PRODUCTS: Other than the regular petroleum products like light distillates, middle distillates, heavier products like Furnace Oil, Bitumen, etc., Indian Oil refineries also manufacture petroleum products for specific applications. These specific applications 42

could be feed stock for chemical industry, raw material for specific industries and solid fuels. The petroleum products, produced for specific applications are called, 'Petrochemicals refineries have been planned to make a large portfolio of P&S products. The indicative list of products from Indian Oil's various refineries is as follows:and Specialties (P&S) Products'. Every petroleum refinery is not designed to produce P&S products but Indian Oil's

Refinery Barauni Digboi Guwahati Haldia

P&S Products Carbon Black Feedstock (CBFS), Raw Petroleum Coke (RPC), Sulphur Paraffin Wax Raw Petroleum Coke (RPC) CBFS, Jute Batching Oil (JBO), Micro Crystalline Wax (MCW), Mineral

Turpentine Oil (MTO), Sulphur Koyali Mathura Panipat LABFS, Mineral Turpentine Oil (MTO), Sulphur, Toluene Propylene, Sulphur Benzene, Mineral Turpentine Oil (MTO), Petcoke, Sulphur

Basic end uses: Benzene: Chemical industry CBFS: Carbon black manufacturers JBO: Jute industry 43

LABFS: LAB manufacturers Micro Crystalline Wax (MCW): Pharmaceutical industry MTO: Paint industry Paraffin wax: Candle manufacturers

Petcoke: Cement industry Propylene: Chemical industry RPC: CPC manufacturers Sulphur: Sulphuric Acid manufacturers and sugar industry Toluene: Explosives manufacturers

BENZENE: Benzene is a basic Aromatic chemical produced by Petroleum Refineries, Petrochemical & Steel Plants and used for production of various downstream petrochemicals like detergents, insecticides, resins and nylon tyres. Benzene is a byproduct from PX/PTA plant at Panipat Refinery.

Steel plants produce Benzene in the aromatic recovery units from the coke oven gas. Besides, Petrochemical units also produce Benzene.

44

Production: Production of Benzene by various refineries and other units are as under :Unit Production capacity ('000 MTPA) IOC Refineries: IOC Koyali 45.0 IOC Panipat 36.0

End Use: Benzene is the primary petrochemical which is used extensively for production of various downstream petrochemicals such as Caprolactum, Linear Alkyl Benzene (LAB), Styrene, Maleic Anhydride, Insecticides, Pesticides, Phenol, etc. Benzene is also used for production of thinners for Paint Industry and also as solvents. Marketing arrangement Benzene is sold ex Panipat Refinery on ex MI basis through customers' tank trucks.

CARBON BLACK FEED STOCK:

CBFS in the raw material for manufacture of carbon black, which is used by the tyre industry. A small portion of this product is also used by processors to make various downstream chemicals like Agarbatti Oil, White Oil etc. This is also used for manufacture of Rubber Process Oils. There are two types of CBFS viz. High BMCI 45

type and General type. BMCI (Bureau of Mines Co-relation Index) effectively measures the degree yield of Carbon Black. The higher the number, the better the yield of Carbon Black. Sulphur content in CBFS reduces the effect of BMCI value. Production: High BMCI CBFS is produced only at Barauni Refinery of IOC. The other grade is produced at Haldia and CPCL Refineries. High BMCI CBFS is taken by Carbon Black Manufacturers. End Use: High BMCI CBFS is used as raw material by Carbon Black manufacturers. The other grade is used by various consumers to manufacture rubber process oils, agarbattis etc. Marketing arrangement CBFS is sold only on ex MI basis from Barauni, Haldia and CPCL refineries. Supplies through Railway Tank wagons can be given from Barauni Refinery.

SUPERIOR KEROSENE OIL:

Kerosenes are distillate fractions of crude oil in the boiling range of 150-250C. They are treated mainly for reducing aromatic content to increase their smoke point (height of a smokeless flame) and hydro fining to reduce sulphur content and to improve odour, colour & burning qualities (char value).

46

Kerosene is used as a domestic fuel for heating / lighting and also for manufacture of insecticides/herbicides/fungicides to control pest, weeds and fungi. Since kerosene is less volatile than gasoline, increase in its evaporation rate in domestic burners is achieved by increasing Surface area of the oil to be burned and by increasing its temperature. The two types of burners which achieve this fall into two categories namely vaporizers & atomisers.

CRUDE OIL:

Crude oil - as petroleum directly out of the ground is called - is a remarkably varied substance, both in its use and composition. Crude oil is formed from the preserved remains of prehistoric zooplankton and algae, which have been settled to the sea (or lake) bottom in large quantities under anoxic conditions. It was formed over millions of years from the remains of tiny aquatic plants and animals that lived in ancient seas due to compression and heating of ancient organic materials over geological time. The oldest oil-bearing rocks date back to more than 600 million years, the youngest being as old as about 1 million years. Although various types of hydrocarbons - molecules made of hydrogen and carbon atoms - form the basis of all crude oils, they differ in their configurations. The chemical structure of petroleum is composed of hydrocarbon chains of different lengths. Because of this, petroleum may be taken to oil refineries and the hydrocarbon chemicals separated by distillation and treated by other chemical processes, to be used for a variety of purposes. It can be a straw-colored liquid or tar-black solid. Red, green and brown hues are not uncommon. Crude oil is classified by the location of its origin (e.g. West Texas Intermediate, WT, Brent, Dubai or Minas) and often by its relative weight or viscosity (light, 47

intermediate or heavy); refiners may also refer to it as `sweet, which means it contains relatively little sulphur, or as `sour, which means it contains substantial amounts of sulphur and requires more refining in order to meet current product specifications. The number of carbon atoms determines the oil's relative `weight or density. Gases generally have one to four carbon atoms, while heavy oils and waxes may have 50, and asphalts, hundreds. Crude oil from an area in which the crude oil's molecular characteristics have been determined and the oil has been classified are used as pricing references throughout the world. These references are known as Crude oil benchmarks After considering availability of indigenous crude oil, balance crude oil is required to be imported. Indian Oil sources its crude oil requirement from Far East, Gulf region, Mediterranean, West Africa and Latin American sources. In the depository system, the ownership and transfer of securities takes place by means of electronic book entries. At the outset, this system rids the capital market of the dangers related to handling of paper. NSDL provides numerous direct and indirect benefits, like:

PETROCHMECALS:

India is amongst the fastest growing petrochemicals markets in the world. Taking this into consideration and to enhance its downstream integration, Indian Oil is focusing on increasing its presence in the domestic petrochemicals sector besides the overseas markets through systematic expansion of customer base and innovative supply logistics.

48

Petrochemicals have been identified as a prime driver of future growth by Indian Oil. The Corporation is envisaging an investment of Rs 30,000 crore in the petrochemicals business in the next few years. These projects will utilizes product streams from the existing refineries of Indian Oil, thereby achieving better exploitation of the hydrocarbon value chain. Beginning with a low-investment, high-value projects such as Methyl Tertiary Butyl Ether (MTBE) and Butene-1 at Gujarat Refinery, Vadodara, and Indian Oil has set up a world-scale Linear Alkyl Benzene (LAB) plant at Gujarat Refinery and an integrated Paraxylene/Purified Terephthalic Acid (PX/PTA) plant at Panipat. A Naphtha Cracker complex with downstream polymer units is coming up at Panipat and a refinery-cumpetrochemicals complex is proposed at Paradip on the east coast of India. These initiatives are designed to catapult Indian Oil among the top three petrochemicals players in Southeast Asia in the long term. In order to penetrate the petrochemicals market effectively, a separate Strategic Business Unit (SBU) has been created in Indian Oil for marketing of petrochemicals. This SBU has five exclusive sub-groups, classified product wise (LAB, PTA, Polymers) and function wise (Logistics & Exports), in addition to regional/field setups to offer reliable customer service. This SBU has already established Indian Oil's LAB business both in India and abroad. Today, Indian Oil is a major supplier to the key players in the detergent industry, both national and international. Similarly, in PTA business, all major domestic customers are catered to by Indian Oil. A robust logistics model has been the key to Indian Oil's success story and facilities have been put in place for seamless product dispatches to customers by rail, road and sea.

Mega Plants:

49

Linear Alkyl Benzene (LAB) plant, Gujarat Refinery: With an installed capacity of 1, 20,000 tonnes per annum (TPA), it is the largest grassroots single-train Kerosene-toLab unit in the world. Currently the plant produces two grades of superior quality LAB-high molecular weight and low molecular weight for manufacture of environment-friendly biodegradable detergents.

Paraxylene/Purified Terephthalic Acid (PX/PTA), Panipat: It is the most technologically advanced plant in the country which manufactures ParaXylene (PX) from captive Naphtha, and thereafter converts into Purified Terephthalic Acid (PTA) The PX plant is designed to process 5, 00,000 TPA of heart-cut Naphtha to produce 3, 60,000 TPA of PX whilst the PTA plant has a world scale capacity of 5, 53,000 TPA.

Linear Alkyl Benzene (LAB) (High Molecular Weight - HMW):

Manufactured at:

Gujarat Refinery

Property Appearance

HMW Clear colourless liquid, free from 50

Test Method Visual inspection versus

contamination Monoalkylbenzene 98.6% min content - total material less paraffin and DAT Linear alkylbenzene 92.0% min Alkylbenzene + DAT % typical range + diphenylalkane phenyl C9 phenyl C10 phenyl C11 phenyl C12 phenyl C13 >/=phenyl C14 MMW Total 2-phenyl isomer 1.0 max 5 - 15 28 - 45 28 - 40 10 - 30 1.0 max 239 - 243 18 - 32

standard UMA B.IIc.1.1.1 or GLC UOP 673

UMA B.IIc.1.1.1 GLC UOP 673 UMA B.IIc.1.1.1

GLC UOP 673

UMA B.IIc.1.1.1 GLC UOP 673 UMA B.IIc.1.1.1 GLC UOP 673

Acid Wash test : 96% Not Specified acid Moisture (mg/kg) Br-index(mg Br2/100g) 200 max 10 max UMA B.IIc.1.1.1 ASTM 1491 UOP 304 UMA B.IIc.1.1.1 ECOSOL HPLC UMA B.IIc.1.1.1 GLC UOP 673 Klett Saybolt Lovibond

Dialkyltetralin/indane1.0 % max Paraffin content Colour 0.4 % max 10 max klett, or +30 Saybolt, or 51

R=0.2 max, Y=0.5max Relative density @20C Trace metal content Cr+Co +Ni Iron 5 (max.) 5 (max.) 0.855 - 0.870 astm d1298 uma b.ii.a.16 AAS

.End-uses: Manufacture of Detergents

Linear Alkyl Benzene (LAB) (Low Molecular Weight - LMW):

Manufactured at: Gujarat Refinery

Property Appearance

LMW

Test Method

Clear colourless liquid, free Visual inspection versus from contamination standard UMA B.IIc.1.1.1 or GLC UOP 673 UMA B.IIc.1.1.1 GLC UOP 673 UMA B.IIc.1.1.1 52

Monoalkylbenzene content -98.6% min total material less paraffin and DAT Linear alkylbenzene Alkylbenzene + DAT + 92.0% min 8.0% max

diphenylalkane C chain length distribution % typical range phenyl C9 phenyl C10 phenyl C11 phenyl C12 phenyl C13 >/=phenyl C14 MMW Total 2-phenyl isomer 1.0 max 14 - 23 30 - 45 25 - 45 10 - 30 1.0 max 235 - 239 18 - 32

GLC UOP 673 UMA B.IIc.1.1.1 GLC UOP 673

UMA B.IIc.1.1.1 GLC UOP 673 UMA B.IIc.1.1.1 GLC UOP 673

Acid Wash test : 96% acid Not Specified Moisture (mg/kg) Br-index(mg Br2/100g) Dialkyltetralin/indane Paraffin content Colour 200 max 10 max 1.0 % max 0.4 % max UMA B.IIc.1.1.1 ASTM 1491 UOP 304 UMA B.IIc.1.1.1 ECOSOL HPLC UMA B.IIc.1.1.1 GLC UOP 673

10 max klett, or +30 Saybolt, Klett or R=0.2 max, Y=0.5max Saybolt mg/kg Lovibond 0.855 - 0.870 astm d1298 uma b.ii.a.16 AAS AAS 5 (max.) 5 (max.) 53

Relative density @20C

Trace metal content a. Cr+Co +Ni b. Iron

End-uses: Manufacture of Detergents Purified Terephthalic Acid: Manufactured at: Panipat Refinery

Specifications: Property Appearance Acid No 4 Carboxyl benzaldehyde Paratoulic acid Ash Total significant metals (Mo, Cr, Ni, Co, Fe, Ti, Mn) Moisture Colour in 2N KOH solution mg/KOH/g ppm w/w ppm/ww ppm/ww ppm w/w % Wt Hazen Units Unit Specifications White dry free flowing crystals 675 +/- 2 25 max 125 +/- 45 6 max 6 max 0.2 max 10 max

End-uses: 54

Manufacture of Polyester, PET

55

56

RESEARCH METHODOLOGY

Research:The study of research method provides you with the knowledge and skills you need to solve the problem and meet the challenges of the fast- based decision. Marketing environment we define Business Research as a systematic inquiry whose objective is to provide information to solve managerial problem. It seeks to find explanation to unexplored phenomena to clarify the doubtful facts and to correct the misconceived facts.

Types of Research:

Descriptive Research: Descriptive study is a fact- finding investigation with adequate interpretation. It is the simplest type of research. It is more specific than an explanatory study, as it has focus on particular aspect of the problem studied. It is designed to get her descriptive information and provide information for formulating more sophisticated studies. Data are collected by using one or more appropriate method, observation, interviewing and mail questionnaire. In this project work primary and secondary data sours of data has been used and statics method are used ( bar chart, pie chart) etc.

Type of Data Used:57

There are basically two types of Data Primary Data Secondary Data

Primary Data:Primary Data is first hand information that the researcher collects. It helps in collecting useful and most accurate information that is needed for the researcher to do his research.

Sources of Primary Data: Questionnaire Interview Schedule

Secondary Data:Secondary data is what the researcher collects from different sources. It also help researcher to get elaborate information to do his research.

Sources of Secondary Data: Internet 58

 Journals

Target Group/ Population:As this research is based on Relationship Marketing my Target group is my Customers who are using the Services of Indian Oil Corporation in Dealing with Oil Market.

Area of Study:Kanpur Division (U.P)

Tools for Data Collection:The Various method of Data gathering involves the use of appropriate information from customers through questionnaire. These are called tools or instrument of data collection.

Sample Size :300(three Hundred)

59

60

Q.1 How satisfied are you with the correctness of quantity of fuel? Customer Satisfied Unsatisfied Total No Of Person 288 12 300 Percentage 96% 4% 100%

Unsatisfied Satisfied

0.5

1.5
\

Interpretation 96% Customer is satisfied in the quantity 4% Customer is unsatisfied in the quantity Finding:
Customer says that the dealer cheat the customer by doing something wrong in the measuring machine so they do not able to get proper amount of fuel.

61

Q.2 How satisfied are you with the credit card facilities/ swiping machines? Customer Satisfied Unsatisfied Total No Of Person 230 70 300 Percentage 76.6% 23.3% 100%

350 300 250 200 150 100 50 0 Satisfied Unsatisfied total

Series1

Interpretation
76% customer is satisfied Credit Card Facilities/ Swiping Machine. 23% customer is Unsatisfied Credit Card Facilities/ Swiping Machine.

Finding
Customer is Facing problem related to the credit Card and it is not available to the Credit Card Facility.

62

Q.3 How satisfied are you with the smoothness of drive way? Customer Satisfied Unsatisfied Total No Of Person 285 15 300 Percentage 95% 5% 100%

Satification Unsatification

Interpretation
95% customer is satisfied Smoothness of Driveway. 5% customer is Unsatisfied Smoothness of Driveway. Finding 95% customer is satisfied Smoothness of Driveway. So the Indian Oil is provide to a good facility.

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Q.4 How satisfied are you with the courteous behavior of staffs at the IOCL retail Outlets? Customer Satisfied Unsatisfied Total No Of Person 295 5 300 Percentage 98.34% 1.67% 100%

Satification Unsatification

Interpretation
98.34% customer is satisfied courteous behavior of staffs 1.67% customer is Unsatisfied courteous behavior of staffs Finding 98.34% customer is satisfied with the behavior of staff .

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Q.5. . How satisfied are you with the cleanliness maintenance and air filling facilty of this Retail Outlets? Customer Satisfied Unsatisfied Total No Of Person 290 10 300 Percentage 96.67% 3.34% 100%

Unsatisfied
3.34

Satisfied i
on 96.67

Interpretation
96.67% customer is satisfied cleanliness and maintenance & air filing facility 3.34% customer is Unsatisfied cleanliness and maintenance & air filing facility

Finding
96.67% customer is satisfied cleanliness and maintenance & air filing facility. according to customer Indian Oil provide the good facility and service.

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Q.6 How satisfied are you with the availability of drinking water facilities? Customer Satisfied Unsatisfied Total No Of Person 250 50 300 Percentage 83.34% 16.67% 100%

Un satisfied ation 16.67%

Satisfied i
on 83.34%

Interpretation
83.34% customer is satisfied with the availability of drinking water facilities

16.67% customer is Unsatisfied with the availability of drinking water facilities

Finding
83.34% customer is satisfied with the availability of drinking water facilities which is provide by the Indian Oil .

Q.7. How satisfied are you with the availability of toilet facilities ? 66

Customer Satisfied Un satisfied Total

No. of person 275 25 300

Percentage 91.67% 8.37% 100%

satisfied unsatisfied

Interpretation 91.67% customer is Satisfied with the toilet facilities 8.37% customer is Un Satisfied with the toilet facilities Finding 91.67% customer is Satisfied with the toilet facilities with provide by Indian Oil.

Q.8. How satisfied are you with the cleanliness of toilets in this retail outlet

67

Customer Satisfied Un satisfied Total

No. of person 175 125 300

Percentage 58.34% 41.67% 100%

Unsatific ation 42%

58%Satis fied on

Interpretation 58.34%% customer is Satisfied with the cleanliness of toilets facilities. 41.67% customer is Un Satisfied with cleanliness of toilets facilities. Finding 58.34%% customer is Satisfied with the cleanliness of toilets facilities. Which is provide by the Dealer.

Dealer Interview
68

Q.1How satisfied are you with the quantity of the product supplied to you? Dealer Satisfied Un satisfied Total No. of dealer 29 1 30 Percentage 96.6% 3.4% 100%

satisfied un satisfied

Interpretation 96.6% Dealer is Satisfied with the quantity of product . 3.4% Dealer is unsatisfied with the quantity of product Finding After survey 96.6% Dealer is Satisfied with the quantity of product

Q.2 How satisfied are you with the timely load you get?

Dealer

No. of dealer 69

Percentage

Satisfied Un satisfied Total

27 3 30

90% 10% 100%

Satisfied Unsatisfied

Interpretation 90% Dealer is Satisfied with the timely load. 10% Dealer is unsatisfied with the timely load Finding After survey 10% dealer says that the delay in timely loading is due to 1. Holiday at the time delivery 2. Due to computer problem

Q.3 How satisfied are you with the Pump Maintenance, Building, Driveway, Signage, Knopy, Water Cooler & light Facility provide by the Indian Oil? Dealer Satisfied Un satisfied No. of dealer 24 6 70 Percentage 80% 20%

Total

30

100%

Satisfied Unsatisfied

Interpretation 80% customer is Satisfied with the Pump Maintenance, Building, Driveway, Signage, Knopy, Water Cooler & light Facility. 20% customer is unsatisfied with the Pump Maintenance, Building, Driveway, Signage, Knopy, Water Cooler & light Facility Finding 80% Dealer are satisfied they are getting the facility like Pump Maintenance, Building, Driveway, Signage, Knopy, Water Cooler & light Facility These are percentage of unsatisfied dealer is given as 23% & 77% is are full satisfied.

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72

FINDINGS

In this survey most of the questionnaires are filled by customers of every type whether they are regular customers or they belong to any society (High, Middle, and Low).As we all know that Oil market is hiking and fluctuating since last few months so it effect lot on the prospective daily customers and above that company is also not supporting to the dealers to control the situations they keep on implementing their views instead of listening the dealers views full support was not given by the company sales manager to the dealers due to this they started lacking in sale of their few products(like Xtra premium or Xtramile ).Now if we talk about the Xtracare facility giving by company through dealers is also not provided properly due to this most of the customers not take the advantage of full facility. There are many facility as talk by the company but dealers and customers are not aware of it due to this most of the customers are away from it. Lacking of campaign and Publicity. Company dissolving their brand image between the customers. Sales manager and divisional manager keep on working and result of it they make their Kanpur division number one in comparison to other division but not the brand image. On other hand some loopholes in pumping filling station like (L&T machines are not properly working, token key pad is not working, customers complains are not taking seriously, old outlets are not updated, Xtrapower fleet card is not properly available to the transporters etc.) I also find that company is not totally public sector unit its a cooperation undertaking to the government so its work like a private company in transportation also company is not progressing well in marketing sector caps are also take advantage of loopholes of dealers in terms of technology basis company started progressing but not so fast as other competitors officers are working properly and sharing their experience in growth of company progress they are quit good enough to hold any situation but loose policies of the government not give much space and flexibility to work. The environment of the company and offices are very good managers, officers and dealers are well behaved and very supportive to the customers in any situation.

73

74

CONCLUSION
In spite of the bleak and grim outlook the future of oil market it is growing at a very high pace. Taking these things into consideration there are lots of opportunity for the company which already exist and which are due to enter in the Indian market. These are little awareness about Brand, products and Xtracare in India people have accepted it as one of the major investment. As we talk about the customers satisfaction they are not satisfied with the policies which provided to them most of the people of India is not even know the name of whole products and Xtracare. Customers are always interested in their profit they accept the concept only when they look their profit as we all know the price of oil is increasing day by day and the result of it common man is suffering from it dealers are also not so much interested in customers problems they only think about themselves even they are restricted by the company. The whole project was based on awareness of Xtracare in customers and quality and quantity of an Xtrapremium and Xtramile. The sale of these products was much affected the brand image of the company because customers are not interested in paying more money in terms of low rate simple petrol and diesel. Investors are also lost there money because of movement in the market which is below the par value and this has shaken the faith of investor in this particular avenue. Another reason for low investment in this sector is due to country most of the companies not performing well and also due to the scams that are taking place frequently. Once people know about the benefit offered by it, oil market will become one the sought after investment avenue. As far as other product marketed by Indian Oil is concerned they have a ready market. The only thing which is needed to focus on is that they should have a strong marketing strategy so that prompt service and availability of forms is made available to the investors at a short notice and if it keeps the traditional base for marketing in India which is a price sensitive. We can say that Indian oil has a great future ahead. Indian Oil has emerged a very strong player in the field of distribution of marketing product within a short period of one year in Northern India and is giving stiff competition to the entire player in the Delhi & other parts. If the progress of Indian oil goes in the same way then I can say that Indian oil will going to emerge as a major player in the Oil market. They have much more potential to expand there business and market in India.

75

76

Suggestion

The Recommendation which is to be suggested is as follow:-

Indian Oil should enhance the customer care department where queries can be timely solved. Indian Oil should provide more facility and importance to the existing and prospective customers. Indian Oil should build its BRAND Image stronger by increasing visibility. There should be more banners posters pamphlets distribution in the market to increase the awareness level among the people. It should provide regular and update market information. Special attention need to be given to the delivery of monthly & fortnightly report to the dealers. Indian Oil is looking to develop long term relationship with its active customers. Services should be more efficiently delivered to the prospective customers and dealers in order to develop a long term relationship in the oil market.

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78

LIMITATION OF THE STUDY

Time spent in terms of data collection was less as most of the time we are busy to complete our target Non availability of related people. Awareness level about the company is very low among the customers. Market was too volatile during the period of research. Sample size is small so sampling error may be committed.

79

80

APPENDCES

Feature of Indian Oil Corporation

Xtrapower fleet card availability for transporters. Xtracare facility provided for customers. Retail Visibility Concept Full online support for the online customers at no extra cost Technical analysis for the customers on the basis, of field trials and emission testing. Credit Card Payment facility available for credit card owners and 24*7ATM facility is provided for customers. Collaboration from Quality Walls entering in food and beverages.

Electronic Machines and 18000 Xtra facility available retail outlets fulfilling the needs of loyal customers.

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Retail outlet Customer Response

Section- A
A1 State.. A2 Location Name. A3 Name Of the Dealer . A4 Address A5 Name of the Customer A6 Address .. A 7 Phone No A8. Location Code: 1 2 3 4 5 1. Class A market 2. Class B market 3 Class C market 4. Class D market 5. Class E market

Section B

B 1 Places give your opinion regarding the following aspects of services from IOCL petrol pumps by assigning ratings between 0 to 10 on the basis of your observations and satisfaction levels . lf you have always received or are highly Satisfied with a particular aspect give a rating of 10 and if you have never received or are highly unsatisfied with a particular aspect give a rating of 0 Similarly. You can assign any number between 0 to 10 such as 3 5 8 etc. depending how you feel on the issue. How satisfied are you with the facilities, service and products offered jhjhjjjhjjjjjh by this retail outlet jjjj

B1a ( To be asked if rating is less than 7 for Question B1) can you give us the exact reasons for giving a rating of loss than 7.

82

B2-B25 Places give your opinion regarding the following aspects of services from IOCL petrol pumps by assigning ratings between 0 to 10 on the basis of your observations and satisfaction levels . lf you have always received or are highly Satisfied with a particular aspect give a rating of 10 and if you have never received or are highly unsatisfied with a particular aspect give a rating of 0 Similarly. You can assign any number between 0 to 10 such as 3 5 8 etc. depending how you feel on the issue.

83

Sr. No. B2 B3 B4 B5 B6 B7 B8 B9 B10 B11 B12 B13 B14 B15 B16 B17 B18

Aspect How satisfied are you with the correctness of quantity of fuel? How satisfied are you worth the quality of fuel sold by this Retail Outlet? How satisfied are you with the price being charged for the products and services offered by IOCL Retail Outlet? How satisfied are you with the promptness with which the services are provided big this Retail Outlet? How satisfied are you with the zero reading show before fuelling? How satisfied are you with the retail outlet staff managing and directing of vehicle that come for refueling? Do you always bet the bill for the products bad serves purchased after making the payment? Indicate your satisfaction level? How satisfied are you with the credit card facilities/ swiping machines? How satisfied are you with the smoothness of drive way? How satisfied are you with the courteous behavior of staffs at the IOCL retail Outlets? How satisfied are you with the cleanliness and maintenance of this Retail Outlets? How satisfied are you with the cleanliness of testing kits regasrdibbg surety? How satisfied are you with the availability of approved (by W&M) measures reserving quantity? How satisfied are you with the air filing facility available bin rate IOCL Retail Fuel? How satisfied are you with the availability of drinking water facilities? How satisfied are you with the availability of lubricants in required pack in this Retail Outlet? How satisfied are you with the forecourts services viz. wind 84 screen cleaning, oil Check, Water Check , Coolant Check And this Retail Outlet?

Rating

Section C
C1. Parson Interviewed (1) Owner (2) Driver (3) Others

C.2 Vehicles No _____________________________ C.3 Vehicle Type : (1) Two- Wheeler (2) Three- wheeler (3) Car/ jeep/ light vehicle (4) LOV and LIV (5) HCV and HTV (6) Any other (Specify)

Signature of IOC officer

NameDesignation

85

Retail outlet Dealer- interview Schedule Section- A

A1 Name of the Retail outlet DealerA7 Location Code: 1 2 3 4 5

.. Section B

..

1. Class A market 2. Class B market 3 Class C market 4. Class D market 5. Class E market

A2 Address . A3 Phone No . A4 State A5 Name of the Respondent

B 1 Places give your opinion regarding the following aspects of services from IOCL petrol pumps by assigning ratings between 0 to 10 on the basis of your observations and satisfaction levels . lf you have always received or are highly Satisfied with a particular aspect give a rating of 10 and if you have never received or are highly unsatisfied with a particular aspect give a rating of 0 Similarly. You can assign any number between 0 to 10 such as 3 5 8 etc. depending how you feel on the issue. How satisfied are you with the facilities, service and products offered jhjhjjjhjjjjjh by this retail outlet jjjj

B1a ( To be asked if rating is less than 7 for Question B1) can you give us the exact reasons for giving a rating of loss than 7.

B 2-B 12 Places give your opinion regarding the following aspects of services from IOCL petrol pumps by assigning ratings between 0 to 10 on the basis of your observations and

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satisfaction levels . lf you have always received or are highly Satisfied with a particular aspect give a rating of 10 and if you have never received or are highly unsatisfied with a particular aspect give a rating of 0 Similarly. You can assign any number between 0 to 10 such as 3 5 8 etc. depending how you feel on the issue.

Sr.No. B2 B3 B4 B5 B6 B7 B8 B9 B10 B11 B12

Aspect How satisfied are you with the quantity of the product supplied to you? How satisfied are you with the quality of fuel you are getting? How satisfied are you with the timely load you get? How satisfied are you with the pump maintenance? How satisfied are you with the maintenance of the facilities, Building, Driveway, Singes etc, by the corporation? How satisfied are you with the politeness and courtesy of the depot staff? How satisfied are you with the Sales incentives and promotion offered by the corporation? How satisfied are you with the proper guidance you get from company officials? How satisfied are you with the training exercises for capability building conducted by the company for the outlet staff. How satisfied are you with the frequency of inspection exercises conducted by the company How satisfied are you with the grievance red reseal system?

Rating

Signature of IOC officer NameDesignation

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ORGANIZATIONAL STRUCTURE
STRUCTURE OF THE ORGANIZATION The company owes its success to its strong management team, most of which has been there since its inception. Organization Structure: National Sales and Marketing Head

Vice President-Investment

Vice President-Sales

Assistant Vice President-Investment Zonal manager investment

Assistant Vice President-Sales Regional Sales Head

Senior Investment manager

Branch Manager

Manager Investment

Team Leader

Relationship Manager Associate Relationship Manager

Asst. Relationship Managers

Relationship Executive.

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Books & Journal:

Philip Kotler & Kevin Keller, Marketing Management ; , Prentice-Hall India, 2006 12th edition Ramaswamy, V.S., & Namakumari, S., Marketing Management: Planning, Implementation & Control, Macmillan India, DaryaGanj, 2003. Marketing Research, Dacid j. luck Ronald S.Rubin Prentice Hall of India Pvt. Ltd

Websites:-

http://www.iocl.com http://www.ioctechnology.com http://www.georgemc@iocl.co.in http://www.tqopalarao@indianoil.co.in

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INDEX
S.No Topics Page No From Institute Certificate Company Certificate Acknowledgement Preface 1. Introduction About the topic Objective Signification of study 6 7 9 11 12 18 27 30 56 60 17 26 29 8 10 To

2. Industry Profile 3. Company Profile 4. Company Objective 4. Product Detail 5. Data Analysis 6. Interpretation of Data 7. Findings 8. Conclusion 9. Suggestion 10. Limitation of the study 11. Appendices Questionnaires Organizational Structure

- 55 59 71 73 75

72 74 -

76 - 77 78 - 79 80 82 88 89 90 81 - 87

12. Bibliography

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