A Study on Consumer Behaviour towards Bharat Petroleum Ltd

ABSTRACT

The development of convenience store in Petrol Station has seen a dramatic change where all

players have now moved towards a standardized image to reflect their seriousness in

expanding their retails business apart from distribution of petroleum products. Various

services ranging from food store to medicine store, ATM to portal counters are provided to

the customers to improve customer experience, customer loyalty and customer satisfaction.

The present study is undertaken to identify the consuming behaviour of the consumers in

Bharat Petroleum Ltd, to identify the level of importance given by the consumers to various

services in petrol retail outlets, to analyze the services used by the consumers in petrol retail

outlets. Convenience sampling method was used to select the sample size of 200 in Karur

city. The results show that most of the respondents are using two wheeler, most of the

respondents are filling petrol in their vehicles, frequency of filling fuel is once in a week for

less than Rs.1,000. The respondents give importance for air pressure checking and are using

this service regularly in petrol outlets.

CHAPTER – I

INTRODUCTION AND DESIGN OF THE STUDY

1.1 INTRODUCTION

The origin of oil & gas industry in India can be traced back to 1867 when oil was

struck at Makum near Margherita in Assam. At the time of Independence in 1947, the Oil

& Gas industry was controlled by international companies. India's domestic oil production

was just 250,000 tonnes per annum and the entire production was from one state - Assam.

The foundation of the Oil & Gas Industry in India was laid by the Industrial Policy

Resolution, 1954, when the government announced that petroleum would be the core sector

industry. In pursuance of the Industrial Policy Resolution, 1954, Government-owned

National Oil Companies ONGC (Oil & Natural Gas Commission), IOC (Indian Oil

Corporation), and OIL (Oil India Ltd.) were formed. ONGC was formed as a Directorate in

1955, and became a Commission in 1956. In 1958, Indian Refineries Ltd, a government

company was set up. In 1959, for marketing of petroleum products, the government set up

another company called Indian Refineries Ltd. In 1964, Indian Refineries Ltd was merged

with Indian Oil Company Ltd. to form Indian Oil Corporation Ltd.

During 1960s, a number of oil and gas-bearing structures were discovered by

ONGC in Gujarat and Assam. Discovery of oil in significant quantities in Bombay High in

February, 1974 opened up new avenues of oil exploration in offshore areas. During 1970s

and till mid 1980s exploratory efforts by ONGC and OIL India yielded discoveries of oil

and gas in a number of structures in Bassein, Tapti, Krishna-Godavari-Cauvery basins,

Cachar (Assam), Nagaland, and Tripura. In 1984-85, India achieved a self-sufficiency level

of 70% in petroleum products.

In 1984, Gas Authority of India Ltd. (GAIL) was set up to look after transportation,

processing and marketing of natural gas and natural gas liquids. GAIL has been instrumental

in the laying of a 1700 km-long gas pipeline (HBJ pipeline) from Hazira in Gujarat to

Jagdishpur in Uttar Pradesh, passing through Rajasthan and Madhya Pradesh.

After Independence, India also made significant additions to its refining capacity. In

the first decade after independence, three coastal refineries were established by multinational

oil companies operating in India at that time. These included refineries by Burma Shell, and

Esso Stanvac at Mumbai, and by Caltex at Visakhapatnam. Today, there are a total of 18

refineries in the country comprising 17 in the Public Sector, one in the private sector. The 17

Public sector refineries are located at Guwahati, Barauni, Koyali, Haldia, Mathura, Digboi,

Panipat, Vishakapatnam, Chennai, Nagapatinam, Kochi, Bongaigaon, Numaligarh,

Mangalore, Tatipaka, and two refineries in Mumbai. The private sector refinery built by

Reliance Petroleum Ltd is in Jamnagar. It is the biggest oil refinery in Asia.

By the end of 1980s, the petroleum sector was in the doldrums. Oil production had

begun to decline whereas there was a steady increase in consumption and domestic oil

production was able to meet only about 35% of the domestic requirement. The situation was

further compounded by the resource crunch in early 1990s. The Government had no money

for the development of some of the then newly discovered fields (Gandhar, Heera Phase-II

and III, Neelam, Ravva, Panna, Mukta, Tapti, Lakwa Phase-II, Geleki, Bombay High Final

Development schemes etc. This forced the Government to go for the petroleum sector

reforms which had become inevitable if India had to attract funds and technology from

abroad into the petroleum sector.

COMPANY PROFILE

Bharat Petroleum Corporation Limited (BPCL) is an Indian state-controlled oil

and gas company headquartered in Mumbai, Maharashtra. The Corporation operates two

large refineries of the country located at Mumbai and Kochi. The company is ranked 358th

on the Fortune Global 500 list of the world's biggest corporations as of 2016. Bharat

Petroleum Corporation (BPCL) traces its history to 1928 when the Burmah Shell Oil Storage

& Distribution Company of India was incorporated in England to enter the petroleum

products business in India. The business of the Company grew substantially given the

international backing of Shell and it achieved the leadership position in India. In 1952, Shell

and Burmah Oil Company set up Burmah Shell Refineries to set up a refinery in Mumbai.

The entire operations of Burmah Shell in India were nationalised in 1976 and the Refinery

and Marketing Companies were merged to form BPCL.

BPCL is India's second largest oil company in terms of market share and processes

about 9million metric tons of crude per year. Today the company produces a diverse range of

products, from Petrochemicals and Solvents to aircraft fuel and speciality lubricants. It

manufactures petroleum and petroleum products, asphalt, bituminous substances, carbon,

carbon black, hydrocarbons, mineral substances and the products/by- products derived there .

There are four major refineries situated at Mumbai, Kochi, Bina and Numaligarh .The

company mainly imports from the middle east, with indigenous production in small

quantities.

The Company has setup joint ventures with several entities. Some of them are

petronet LNGlimited, Indraprastha Gas Limited,Central UP gas limited etc.The Company

has one of the largest marketing network in the country.It boasts of 12 installations,126

depots,22 Aviation service Stations,8251 Retail outlets and tankage capacity of 3.37

million kilolitres.

Apart from the most common used fuels like petrol and diesel, BPCL sells LPG

under the name Bharatgas to 25 million subscribers. The industries buy LSHS, Naptha,

Furnace Oil, solvents ( MTO, SBP, Hexane) speciality products such as Benzene,

Toluene,CRMB (Crumb Rubber Modified Bitumen) , PMB (Polymer Modified Bitumen)

etc. from the company which also sells lubricants to auto and industry segments under the

umbrella brand MAK.

1.2 STATEMENT OF THE PROBLEM

The present age of petroleum sector is dominated by the public sector companies

which include Indian Oil Corporation Limited (IOCL), Bharat Petroleum Corporation

Limited (BPCL) and Hindustan petroleum Corporation Limited (HPCL). The public sector

comprising of three companies is offering varied services to differentiate themselves and gain

better competitive position in the market and improve customer loyalty. Various services

ranging from food store to medicine store, ATM to portal counters are provided to the

customers to improve customer experience, customer loyalty and customer satisfaction. The

researcher felt a need to identify the services important by considered the consumer. The

researcher in this content wanted to analyze the consumers’ behaviour and loyalty towards

Bharat Petroleum Ltd and the importance given to various services used by the consumers in

petrol retail outlets.

1.3 NEED FOR THE STUDY

The research carried out is based on the concept of consumer behavior. It is valuable

to a marketer in retaining the market and increasing the market share. Petroleum marketing in

India is characterized by severe competition. In such a case, it is important to look beyond the

Regular product quality and Quantity. The oil marketing companies are in to focusing of non

fuel services to withstand the competition. It is very important to know about the perception

of such ventures by the average consumers. In other words, this study tries to strike a balance

between the perception of consumers and the Bharat Petroleum Ltd.

1.4 OBJECTIVES OF THE STUDY

To identify the consuming behaviour of the consumers in Bharat Petroleum

Ltd.

To identify the level of importance given by the consumers to various services

To analyze the services used by the consumers

To study the Consumption pattern of motorists in Karur city

To study the factors playing major rule in the fuel Consumption

To study the Various expectations and perceptions of the consumers with

respect to Bharat Petroleum

To study the major hitch backs faced by the fuel consumers of Karur city

1.5 SCOPE OF THE STUDY

The study can be used by the marketers of the Petroleum to focus on the most valued

factor of the consumer. It can differentiate the necessities the luxuries in a petrol bunk i.e the

degree of importance to be accorded to attributes of a fuel station-thereby ensuring proper

allocation of funds. The companies can improvise on the data and increase market share.

1.6 RESEARCH METHODOLOGY

The sample size selected for the study is 200.Convenience sampling method was

used to select the sample. Primary data is the main source used for the study. It has been

collected using structured questionnaires from both two wheeler and four wheeler users.

Secondary data is collected from journals and websites. Tools used for analysis are:

o Simple Percentage analysis

o Chi square test

The study’s objective is to describe the retail fuel market in Karur city. A research

which describes the characteristics of a particular individual, or of a group is called as

descriptive study. Hence, descriptive study is adopted. The universe of the study is about

3lakh motorists in Karur city. The study is a cross sectional study because the data were

collected at a single point of time. For the purpose of present study a related sample of

population was selected on the basis of convenience. Research work is only carried for 5 or

6 weeks. This work is carried out through administered, semi structured questionnaires.

The questions included were open ended and offered multiple choices. The researcher

interviewed the persons driving a motor vehicle in trichy city and filled the questionnaires

personally to elicit true responses.

1.7 LIMITATIONS OF THE STUDY

o The study was limited to Coimbatore city.

o The sample was confined to 200 respondents.

1.8 CHAPTER SCHEME

The rest of the project is organized as follows. The Related work and Back Ground

is covered in Chapter II. Chapter III covered the profile of the study area and

respondents..Chapter IV discusses the Data Analysis and Interpretation. Chapter V

summarizes the finding and suggestions.

CHAPTER - II

REVIEW OF LITERATUREThe consumption of petroleum has been increased tremendously in both industries

and transport sector. For economic development of any country these two sectors are very

important. It is learnt that day by day the increase in demand of fossil fuels leads to exhaust

of petroleum products in near future. So the time has come to identify alternative fuels for

diesel such that they may serve as fossil fuels, which are depleting at much faster rate than

expected. And also the rising prices of petroleum products and environmental concern led to

intensive studies on use of alternative fuels. There is lack of sufficient oil reserves in India.

Because of growing demand of petroleum products our government spending billions of

dollars for their imports. Though diesel engines play a vital and indispensable role in today’s

modern life, it contributes to pollution substantially.

Pany (1991) has sought to identify factors which influence corporate economic

performance. Important industrial characteristics which have been used by industrial

organization researchers as the determinants of financial performance are concentration,

market share, industry growth, research and development expenditure, advertisement

intensity, and size of firms in the industry. These characteristics may allow firms to be in a

better position to implement their strategies successfully and profitability. Consequently,

firms may reflect better performance on account of favorable industrial characteristics.

Jagan Mohan Rao (1993) in ‘Financial appraisal of Indian Automotive Tyre

Industry’ studied the financial appraisal of Indian automotive tyre industry. The study was

intended to probe into the financial condition-financial strength and weakness-of the Indian

tyre industry. To this end a modest attempt has been made to measure and evaluate the

financial performance through inter-company and inter-sectoral analysis over a given period

of time (1981-1988). The main findings are that fixed assets utilization in many of the tyre

undertakings was not as productive as expected and inventory was managed fairly well. The

tyre industry’s overall profit performance was subjected to inconsistency and ineffective

An intensive search is being carried in developing diesel engine fuels and lubricants

based on vegetable oils. Therefore it is the right time to search for alternative fuels. The

vegetable oils are renewable and are produced easily in rural areas. Its usage has been studied

even since the advent of the internal combustion engine. However it is only recent years

focused much on usage of vegetable oils. Since they have properties comparable to diesel

fuel, they may be used in compression ignition engine. In this connection several researchers

had been working continuously using different vegetable oils with slight modifications on

engine and also with varied fuel properties. The problems associated with vegetable oils like

high viscosity, filter clogging, flame propagation has led to more alternative by researchers.

There is limited reserve of the fossil fuels and the world has already faced the energy

crisis of seventies concerning uncertainties in their supply. Fossil fuels are currently the

dominant global source of CO2 emissions and their combustion is stronger threat to clean

environment. Increasing industrialization, growing energy demand, limited reserve of fossil

fuels and increasing environmental pollution have jointly necessitating in exploring some

alternative to conventional liquid fuels. Internal combustion engines particularly of the

compression ignition (CI) type are playing a major role in transportation, industrial power

generation and in the agricultural sector. There is a need to search in using alternative fuels.

These fuels are to be renewable and emit low levels of gaseous and particulate pollutants in

internal combustion engines. In the case of agricultural applications, fuels that can be

produced in rural areas in a decentralized manner, near the consumption points will be

favored.

The permissible emission levels can also be different in rural areas as compared to

urban areas on account of the large differences in the number density of engines. Fuels like

vegetable oils, biodiesel (transesterified vegetable oils- methyl esters of vegetable oils),

alcohols, natural gas, biogas, hydrogen, liquefied petroleum gas (LPG), etc. are being

investigated by researchers for engine applications. Among the possible options of the liquid

fuels, vegetable oils have been considered as appropriate alternative due to prevalent fuel

properties. In view of the potential properties large number of investigations has been carried

out internationally in the area of vegetable oils as fuel. Some of the vegetable oils from the

farm and forest origin have been identified. The most predominantly Sunflower, Soybean,

Jatropha Curcas, Cottonseed, Canola and Peanut oil have been reported as an appropriate

substitute of petroleum based fuels. The vegetable oils can be used in diesel engines by

various techniques such as fuel modification by transesterification, diesel-vegetable blends,

vegetable oil heating, etc. This has stimulated recent interest in alternative sources for

petroleum based fuels.

Generally vegetable oils were proven to be high viscosity fuel than diesel. As the

heating temperature of fuel increased the viscosity of fuel will be reduced. In order to reduce

the viscosity of the vegetable oils, three methods were found to be effective -

transesterification, mixing with lighter oil and heating. For decades world energy

consumption has been increased, there was a period like oil crisis in the years1973 and 1979.

According to “BP statistical review of world energy 2005” energy consumption of the world

in the year 2004 was 10224 million, 4.3% growth compared to 2003 year. The point at which

maximum oil production will takes place is known as Hubert peak. Reaching Hubert point

indicates that in future production will be declined with increase in demand.

Significance of Vegetable oil as alternative fuel Vegetable oils were proven to be an

alternative fuel for diesel engines and for heating oil burners. For engines designed for where

the viscosity of diesel fuel is less compared to vegetable oil .Hence incomplete combustion

and carbon build-up will takes place, in turn environmental concern is high.

Population wise India is in sixth position. In this context Mobility and demand for

automobiles in India is growing exponentially with economic progress. In India passenger

vehicle sales were crossed millions with different classes of vehicles. Due to increased

transportation, the demand increases where the problems with regard to the fuel requirement.

In this circumstances it is inevitable to go for imports of petroleum fuel and it accounts70%

of fuel consumption. Due to increase in transport conjunctions, its impact on air pollution has

been increased tremendously. Rudolf diesel presented the concept of using bio fuels in the

early of 1900 at world exposition, Paris. In these areas R&D activities were not carried out

because of abundant availability of petroleum products nowadays. Several efforts were made

by previous researchers to use suitable bio diesel fuel in place of existing diesel. The heating

value is poor in vegetable oil/bio diesel due to Lower energy content, hence there was

reduction in torque & power developed in CI Engines.

CHAPTER – III

PROFILE OF THE STUDY AREA AND RESPONDENTS

(A) PROFILE OF THE STUDY AREA

Karur District is a district located very centrally along the Kaveri and Amaravathi

rivers in the Indian state of Tamil Nadu. The main town in Karur District is the city of Karur,

which is also the district headquarters. The district had a population of 1,064,493 with a sex-

ratio of 1,015 females for every 1,000 males. Karur district has 2 Municipalities, 10 Town

Panchayats and 158 Village Panchayats and 203 Revenue Villages.

Demographics

According to 2011 census, Karur district had a population of 1,076,588 with a sex-

ratio of 1,015 females for every 1,000 males, much above the national average of 929. A total

of 102,731 were under the age of six, constituting 52,969 males and 49,762 females.

Scheduled Castes and Scheduled Tribes accounted for 20.8% and .05% of the population

respectively. The average literacy of the district was 68.3%, compared to the national average

of 72.99%. The district had a total of 287,095 households. There were a total of 543,298

workers, comprising 83,800 cultivators, 182,639 main agricultural laborers, 10,162 in house

hold industries, 231,906 other workers, 34,791 marginal workers, 2,072 marginal cultivators,

18,198 marginal agricultural laborers, 1,178 marginal workers in household industries and

13,343 other marginal workers

Industries

On the international textile map, Karur has become synonymous with handloom

“made-ups” as Tirupur in the hosiery product. The weaving industry came to Karur from

Kerala and has earned a reputation for its high quality handloom products today. Exports of

handlooms from Karur began on a modest scale with just 15 exporters in 1975 and today

Karur has hundreds of exporters. The handloom products being exported have been broadly

classified under three heads – Kitchen, bathroom and bedroom furnishing items. Some of the

handloom made-ups exported from Karur are Bedspreads, Towels, Floor rugs, Tea towels,

Napkins, Aprons, Kitchen towels, Pot holders Plate mats, Bath Mats, Tea mats, Curtains,

Pillow, Quill covers, Shower curtains etc., The products are exported to Europe, U.S.A.,

Japan, Canada, Australia, Singapore, South Korea, South Africa and the Scandinavian

countries among others. The handloom industry in Karur generates nearly an annual turn over

of Rs.2000 Crores (400 million dollars a year) through direct and indirect exports of textile

goods. The development of export as a major trade has led to the enormous growth of other

allied industries like handloom and power loom weaving units, dyeing and bleaching units,

tailoring, packaging units etc. The handloom and its allied industries provide direct and

indirect employment to over two lakh persons.

District is very famous for its Bus Body building industry. In and around Karur,

there are several small and large industries catering the need within Tamil Nadu as also

Outside the state. Karur is a renowned centre for bus building industries. This is a unique

feature of Karur and almost 90% of south Indian bus bodies are being built here. The total

business is estimated to be around Rs.250 crore per annum.

Overview

Country India

State Tamil Nadu

Language Tamil, Telugu, Urdu, English

Time zone IST (UTC +5:30)

Importance Major export centre of Home Textiles

Population

-Total

-Male

- Female

- Density

 

9,33,791

4,64,489

4,69,302

322/km2

Literacy

- Total

 

6,41,888

Area 2,895.57km2

Geographical Position

-Latitude

- Longitude

- Altitude

  

11.00° N to 12.00° N

77.28° E to 77.50° E

122 meters (400 feet)

Temperature

-Maximum

- Minimum

 

37.1°C

19.1° C

Rainfall

-NE Monsoon

- SW Monsoon

 

341.8mm

209.5 mm

Pin code 639 xxx

Phone Code 04324

Vehicle Registration No. TN-47

Economy:

The district is potential in its economical status due to its flourishing industrial

activity. It brings about nearly 1,400 Crore of foreign Money and about a marketing gravity

of Rs.2,350 Crore in the inter District and States per annum.

Employment:

This district offers day to day employment opportunities to the people at a radius of

circumference of 80 Kmrs of which the major benefits are due to the weaker sections. Current

employment generation of the district is 50,23 0 Nos and this employment generation is

increasing sizably due to the development after the formation of the district

(B) PROFILE OF THE RESPONDENTS

In social sciences research personnel characteristics of respondents have very

significant role to play in expressing and giving the responses about the problem, keeping this

in mind, in this study a set of personal characteristics namely, age, sex, education,

occupation, income etc of the 200 respondents have been examined and presented in this

section.

TABLE 3.1

DEMOGRAPHIC PROFILE OF THE RESPONDENTS

PERSONAL

FACTORSCLASSIFICATION

NO. OF

RESPONDENTSPERCENTAGE

Age

Less than 30 65 32.5

31-40 60 30

41-50 49 24.5

Above 50 26 13

GenderMale 121 60.5

Female 79 39.5

Educational

Qualification

No formal education 8 4

School level education 24 12

Undergraduate 96 48

Postgraduate 51 25.5

Occupation

Student 30 15

Business 62 31

Professional 28 14

Employed 60 30

House wife 18 9

Others (Retired

persons) 2 1

Monthly Family Income

Below Rs.20,000 50 25

Rs.20,001- Rs.30,000 61 30.5

Rs.30,001- Rs.40,000 35 17.5

Rs.40,001- Rs.50,000 23 11.5

Above Rs. 50,000 31 15.5

The above table shows that 32.5% of the respondents are less than 30 years of age,

60.5% of the respondents are Male, 48% of the respondents have done under graduation, 31%

of the respondents are doing business, 30.5% of the respondents’ monthly family income is

between Rs.20,001- Rs.30, 000.

CHART 3.1

NO.OF RESPONDENTS ON THE BASIS OF AGE GROUP

Less than 30 31-40 41-50 Above 500

10

20

30

40

50

60

70 65

60

49

26

32.530

24.5

13

NO. OF RESPONDENTS PERCENTAGE

CHART NO 3.2

NO.OF RESPONDENTS ON THE BASIS OF GENDER

Male Female0

20

40

60

80

100

120

140121

79

60.5

39.5

NO. OF RESPONDENTS PERCENTAGE

TABLE NO 3.3

NO.OF RESPONDENTS ON THE BASIS OF EDUCATIONAL

QUALIFICATION

No formal education School level education Undergraduate Postgraduate0

10

20

30

40

50

60

70

80

90

100

8

24

96

51

4

12

48

25.5

NO. OF RESPONDENTS PERCENTAGE

CHART NO 3.4

NO.OF RESPONDENTS ON THE BASIS OF OCCUPATION

Student Business Professional Employed House wife Others (Retired persons)

0

10

20

30

40

50

60

70

30

62

28

60

18

2

15

31

14

30

9

1

NO. OF RESPONDENTS PERCENTAGE

CHART NO 3.5

NO.OF RESPONDENTS ON THE BASIS OF INCOME

Below Rs.20,000 Rs.20,001- Rs.30,000

Rs.30,001- Rs.40,000

Rs.40,001- Rs.50,000

Above Rs. 50,0000

10

20

30

40

50

60

70

50

61

35

23

31

25

30.5

17.5

11.5

15.5

NO. OF RESPONDENTS PERCENTAGE

CHAPTER IV

DATA ANALYSIS AND INTERPRETATIONThis chapter is allocated for data analysis and interpretation. Percentage analysis and

chi-square test were conducted on the collected data.

TABLE 4.1 TYPE OF VEHICLE USED

TYPE OF VEHICLE NUMBER OF RESPONDENTS PERCENTAGE

Two wheeler 107 53.5

Four wheeler 39 19.5

Both two wheeler and

four wheeler54 27

Total 200 100

Source: Primary data

The above table shows that 53.5% of the respondents use two wheeler.

TABLE 4.2

TYPE OF FUEL USED

Type of fuel Number of respondents Percentage

Petrol 117 58.5

Diesel 24 12

CNG (Compressed

Natural Gas)12 6

Both Petrol and Diesel 47 23.5

Total 200 100

Source: Primary data

The above table shows that 58.5% of the respondents fill petrol in their vehicles.

TABLE 4.3

FREQUENCY OF FILLING FUEL IN PETROL RETAIL OUTLETS

FREQUENCY OF FILLING

FUEL

NUMBER OF

RESPONDENTSPERCENTAGE

Everyday 40 20

Once in a week 70 35

Twice in a week 44 22

Whenever required 46 23

Total 200 100

The above table shows that 35% of the respondents fill fuel in their vehicle once in a

week.

TABLE 4.4

AMOUNT SPENT ON FUEL PER MONTH

AMOUNT NUMBER OF RESPONDENTS PERCENTAGE

Less than Rs.1.000 86 43

Rs. 1,001-Rs.2,000 48 24

Rs. 2,001-Rs. 3,000 34 17

Rs. 3,000& above 32 16

Total 200 100

The above table shows that 43% of the respondents spend less than Rs.1, 000 on fuel

per month.

TABLE 4.5

DEGREE OF IMPORTANCE TO THE SERVICES PROVIDED IN BHARAT

PETROLEUM

SERVICE

S

NO OF

RESPON

DENTS

HIGHLY

IMPORT

ANT

IMPORT

ANT

NEUTRA

L

LESS

IMPORT

ANT

HIGHL

Y NOT

IMPOR

TANT

TOTAL

Air

pressure

check

No. 123 69 8 0 0 200

% 61.5 34.5 4 0 0 100

Vehicle

cleaning

No. 56 89 47 5 3 200

% 28 44.5 23.5 2.5 1.5 100

Drinking

water

No. 68 51 54 21 6 200

% 34 25.5 27 20.5 3 100

Rest

rooms

facility

No. 63 46 46 33 12 200

% 31.5 23 23 16.5 6 100

Space/

Area

No. 90 77 20 8 5 200

% 45 38.5 10 4 2.5 100

Number of

pumps

No. 79 78 30 10 3 200

% 39.5 39 15 5 1.5 100

ATM

No. 78 69 40 12 1 200

% 39 34.5 20 6 .5 100

Convenien No. 34 43 91 25 7 200

% 17 21.5 45.5 12.5 3.5 100

ce

stores

Pharmacy

No. 41 52 81 19 7 200

% 20.5 26 40.5 9.5 3.5 100

Re-charge

shops

No. 44 51 55 39 11 200

% 22 25.5 27.5 19.5 5.5 100

Petro card

facility

No. 53 79 40 24 4 200

% 26.5 39.5 20 12 2 100

The above table shows that 61.5% of the respondents give high importance to air pressure

checking.

TABLE 4.6

SERVICES USED BY THE CONSUMERS

SERVICES NO. ALWAYS SOMETIMES NEVER TOTAL

ATM No. 112 81 7 200

% 56 40.5 3.5 100

Drinking waterNo. 49 85 66 200

% 24.5 42.5 33 100

Rest rooms

facility

No. 47 57 96 200

% 23.5 28.5 48 100

PharmacyNo. 39 108 53 200

% 19.5 54 26.5 100

Convenience

stores

No. 28 112 60 200

% 14 56 30 100

LubricantsNo. 74 94 32 200

% 37 47 16 100

Air pressure No. 126 61 13 200

check % 63 30.5 6.5 100

Vehicle cleaningNo. 81 94 25 200

% 40.5 47 12.5 100

Petro card facilityNo. 67 87 46 200

% 33.5 43.5 23 100

/* - -

\

The above table shows that 63% of the respondents always use air pressure check service

in petrol retail outlets.

Chi-Square Analysis

Null Hypothesis (H o): Consumers perception towards importance of various services

offered at the petrol retail

outlets does not vary significantly based on the type of vehicles used by them.

Table 8: Importance Given To Services at Petrol Retail Outlets and

Type of Vehicles Used By the Consumers

Facilities/

Services

Chi-Square

DF

Table

Remark

value Value

Air pressure

check 3.469 4 9.488 Accepted

Vehicle cleaning 11.927 8 15.507 Accepted

Drinking water 15.103 8 15.507 Accepted

Rest rooms

facility 7.136 8 15.507 Accepted

Space / Area 15.462 8 15.507 Accepted

Number of

pumps 4.461 8 15.507 Accepted

ATM 6.405 8 15.507 Accepted

Convenience

stores 6.373 8 15.507 Accepted

Pharmacy 4.021 8 15.507 Accepted

Re-charge shops 10.167 8 15.507 Accepted

Petro card

facility 10.237 8 15.507 Accepted

Source: Computed value

Level of Significance: 5 per cent

The calculated value is less than the table value in case of all services, therefore,

consumers’ perception towards importance of various services offered at the petrol retail

outlets does not vary significantly based on type of vehicle used by them.

Anova Test

Null Hypothesis (Ho): There exist no association between frequency of visit to the petrol

retail outlets and service utilization by the consumers.

Table 9: Association between Frequency of Visit to the Petrol Retail Outlets and

Service Utilization by the Consumers

Service utilization Source

Sum of

Square DF

Mean

square F Sig

ATM

Between

Groups 3.627 2 1.813

5.930 .003Within Groups60.248 197 .306

Total 63.875 199 -

Drinking water

Between

Groups 1.509 2 .755

1.327 .268Within Groups112.046 197 .569

Total 113.555 199 -

Rest rooms facility

Between

Groups 2.257 2 1.129

1.727 .180Within Groups128.738 197 .653

Total 130.995 199 -

Pharmacy

Between

Groups 2.723 2 1.362

3.038 .050Within Groups88.297 197 .448

Total 91.020 199 -

Convenience stores

Between

Groups 4.834 2 2.417

5.156 .007Within Groups92.346 197 .469

Total 97.180 199 -

Lubricants (like distilled water,

engine oil etc.)

Between

Groups .936 2 .468

1.125 .327Within Groups81.944 197 .416

Total 82.880 199 -

Air pressure check

Between

Groups .320 2 .160

.422 .657Within Groups74.835 197 .380

Total 75.155 199 -

Vehicle cleaning

Between

Groups .058 2 .029

.063 .939Within Groups90.262 197 .458

Total 90.320 199 -

Petro card facility

Between

Groups .427 2 .213

.381 .684Within Groups110.368 197 .560

Total 110.795 199 -

Source: Computed value

Level of Significance: 5 per cent