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Bharath Gas

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SYNOPSIS Chapter Title 1. INTRODUCTION TO PROJECT REPORT 2. PRODUCT PROFILE 3. A PORTRAIT OF THE FIRM 4. CONSUMER BEHAVIOUR 5. SURVEY ANALYSIS 6. SUGGESTIONS 7. CONCLUSION ANNEXURE Questionnaire Bibliography Acharya Tulsi National College of Commerce, Shimoga. Page | 1
Transcript
Page 1: Bharath Gas

SYNOPSIS

Chapter Title

1. INTRODUCTION TO PROJECT REPORT

2. PRODUCT PROFILE

3. A PORTRAIT OF THE FIRM

4. CONSUMER BEHAVIOUR

5. SURVEY ANALYSIS

6. SUGGESTIONS

7. CONCLUSION

ANNEXURE

Questionnaire

Bibliography

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CHAPTER-1

INTRODUCTION TO THE PROJECT REPORT

INTRODUCTION

OBJECTIVES

SCOPE OF THE STUDY

METHODOLOGY

LIMITATIONS

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INTRODUCTIION TO PROJECT REPORT

Consumer attitudes is defined as “all psychological, social and

physical behaviour of potential customer as they become aware of evaluate,

purchase, consume, and tell other about products and services”. Each

element of this definition is important.

1. A consumer attitude involves both individual (psychological) process

and group (social) process.

2. A consumer attitude is reflected from awareness right through post

purchase evaluation indicating satisfaction or non-satisfaction

indicating satisfaction or non-satisfaction from purchases.

3. Consumer attitudes include communication, purchasing and

consumption behaviour.

4. Consumer attitudes are basically social in nature. Hence, social

environment plays an important role in shaping consumer attitude, and

5. Consumer attitude includes both consumer and business consumer

attitude.

From time immemorial people were using fore wood, as the fuel

for coking as it was abundantly and freely available in the forest. But

with the increase of population forest were completely destroyed for want

of firewood resting in the environment influence.

Then Kerosene came as the sane with the availability of crude

oil. But the availability of this was also scarce. Next came the era of

electricity.

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It is used as a fuel wherever it is available in India most of the villages

are not electrified and hence electricity remained as a fuel only in the urban

areas.

The next alternative source of fuel was liquefied petroleum gas which

can be easily transported to every nook and corner of cities and villages with

the advent of industrialization in India, people are becoming more and more

sophisticated and there standard of living is also rising considerably people

prefer to save as much time as possible for other activities. A housewife

used to spend most of her time in the kitchen. But today the attitude of

modern women is under going a through change. Most of the women today

are employed and time saving is their main objective. Liquefied petroleum

gas was come as a boon to the women particular.

Thus with the passage of time people came to understand liquefied

petroleum gas a fuel for cooking and how it has became a big industry itself.

Till recently government was controlling the production transportation and

sales of liquified petroleum gas through distributorship.

In order to popularize the usage of liquefied petroleum gas the

government has given a general subsidy to the people living in hilly terrain.

As the demand for liquified petroleum gas is growing day-by-day the

government decided to import liquified petroleum gas because of this factor

the government is not able to bear the subsidy of liquified petroleum gas as

it turns to crores of rupees with this in view the government has privatized

the process of liquified petroleum gas and the distributorship many private

companies have entered this field now.

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A survey has been conducted to find out why consumer prefers

liquified petroleum gas to other fuel. In this regard a case study of Shimoga

gas service, distributor for Hindustan Petroleum Corporation at Shimoga

carried out.

In this study various aspect like advantage of liquified petroleum gas,

comparison of fuel, role of distributors etc, is taken into consideration.

This project report has been prepared with the help of information

received from proprietor of Shalok Gas Agency and answer received from

respondents.

Objectives:

The main objective of this project report is as follows.

a) To analyze the sales performance of liquified petroleum gas.

(BHARATH) cylinders by Shalok Gas Agency.

b) To analyze the competitive efficiency of Shalok Gas Agency, in

relation to other dealers in Shimoga.

c) To study the present market situation of liquified petroleum gas.

d) To find out this factor that influences the buying decision of the

customers

e) To assess the market share of liquified petroleum gas as against other

fuels.

f) To help the dealers, to adopt this strategies on the basis of findings of

consumer survey.

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The scope of this Project Report is restricted to the study of consumer

attitude towards liquefied petroleum gas cylinder in Shimoga especially of

those sold in Shalok Gas Agency.

This report includes efforts of the Hindustan petroleum and gas, and

Shalok Gas Agency to push up the sales and the services to its customers.

Since the LPG cylinders are mainly used by the people belonging to

medium and high income group, customer’s survey covers the people of

these classes only.

The project repot includes the response of some very old customers.

The esteemed consumers and also the prospective consumers.

The scope of the project report is restricted to the city limited of

Shimoga only, and the consumers in the city are the only respondents to the

questionnaires.

Methodology Adopted:

This Project Repot has been prepared by utilizing both types of data

i.e. primary data and secondary data.

Primary data is the first hand data. It is the data collected is the first

time solely for a particular purpose. It is conducted by directly and

personally meeting the proprietor of the firm.

Secondary data is the second hand data. The main sources of the

secondary data are the published and unpublished sources.

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The popularity and preference of the product by the consumers is

known by conducting a survey on the random sampling basis. It is

conducted by adopting the questionnaire method i.e. distributing the

questionnaire to the respondents and collecting the answers of questionnaires

from them

Secondary information has also been collected from the firm records,

liquified petroleum gas manual, magazines Encyclopedia etc.

Limitations:

Much of the information has been provided without much hesitation

but the latest date i.e. current years figure of sales purchase etc., as the year

2011-12 has still to come to an end is not mentioned in this report. Only the

figure till 31 March 2012 has been disclosed in this report.

Several information were not disclosed by the firm as they felt it

confidential hence detail of some, more critical points could not b e

disclosed about the firm taken for case study at the company manufacturing

the LP Gas. When the consumer are contracted and requested for their

opinion through personal interview and questionnaire about the ‘study’ cent

percent answer were not obtained because some respondents should

negligence.

However, the best possible effort has been made to get this correct

and prescribe information towards the study and present the same in this

report in the but possible way.

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The response of housewives is collected with special weight age. As

they are the major users of the product. The respondents were not able to

maintain their suggestion clearly in the questionnaire so their personal

interview contributed much in this respect.

CHAPTER-2

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PRODUCT PROFILE

Introduction to LPG

What is LPG?

Crude petroleum and natural gas

Comparisons with other fuels

Important characteristic of LPG

Status quo of LPG in India

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Introduction of Liquefied Petroleum Gas (L.P.G) Liquefied Petroleum gas:

Liquefied Petroleum gas is short term is called L.P.G. worldwide it is

generally accepted as they but cooking fuel for the modern Kitchen. It is

produced in gaseous form. But liquified and stored in the cylinders.

Liquified petroleum gas obtained by refining of crude oil and fractionating

natural gas and are mixtures of hydrocarbons which are gaseous at normal

ambient temperature and atmospheric pressure but can be Liquified at

normal but can be Liquified at normal ambient temperature by application of

moderate pressure.

What is L.P.G ?

L.P.G is a mixture of gases primarily propane and Butane produced

from natural gas. Fractionation of crude oil or recycling plaints. it is easily

condensed to liquid form. L.P.G. vaporizes easily, and is similar to natural

gas in combustion efficiency and controllability. It is transported in pressure

tank or pipelines as a liquid and is subsequently converted to a fuel gas.

L.P.G is used as a Beating fuel, as a raw material in chemical industry and as

engine oil.

L.P.G is stored and transported in liquid from under moderate

pressure either in steel cylinders for home use or in railroad trucks and tank

case tanker trucks, Bargain or pipelines, L.P.G changes from when the

pressure is realized and then can be used like natural gas. The product is

stored in pressurized containers above ground and more recreantly in

underground storage covers.

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About 60% of annual production goes for residential and commercial

purpose, which another 50% is used as raw materials in chemical industry,

the important domestic uses are housewives who receive the products in

steel cylinders and use in for cooking, heating waters, and other domestic

uses on the countries like U.S.A. the farmers use the L.P.G in burning weeds

drying crops, curing tobacco and also processing their tractors and trucks

L.P.G. also finds it’s we in synthetic robber manufacturing in internal

combustion engines of taxis, trucks, and buses (on western countries) in oil

refineries and in electrical utilities when it has began to support and other

fossil fuels which cause objectionable amounts of pollution.

Crude Petroleum and Natural Gas

Petroleum is generally found in certain types of sedimentary rocks –

clays, marls, limestone’s, and in oil sands. Oil accumulations often occur in

strata of marine origin and it is considered that the oil is derived from the

action of anaerobic bacteria on the remains of the plait and or animals. Oil

pools frequently occur where the irregularities in the rock strata give six to

folds and domes, and the oil is usually accompanies by gaseous

hydrocarbons often under consider able pressure. Oil occurs at various

depths, from shallow pools at about 500 feet to wells over 10,000 feet deep.

Crude petroleum is dark brown or Black viscous fluid with specific

gravity varying from about 0.8 to over 1.0.

It is compared mainly of a complex mixture of many hydrocarbons,

with some sulfur compounds and a small proportion of metallic and

nitrogenous derivatives very little petroleum is used in the crude state and it

required refining to yield marketable products like.

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1. Petrol

2. Kerosene

3. Gas oils, Diesel oils etc

4. Residential fuel oils

Sources:

The main oil-producing areas of the world are in North America,

Venezuela, the Persian gulf area (Persia, Saudi Arabia, Kuwait and Iraq) and

Russia.

While India is a significant produced of oil and gas, the rising demand

for petroleum product in the country underscores the need to intensify the

efforts to augment both the hydrocarbon reserves as well as production of

hydrocarbons to meet the present and future requirements of hydrocarbons

The is imperative in view of the growing import bill for petroleum products.

While commendable work has been done by the National Oil companies, oil

and Natural gas commission and oil India Limited, to meet the country’s

required hydrocarbons, the urgent need to raise both the level of reserves as

well as production has been significant

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Shifts in government’s strategy to meet this objective it has been

recognized that private investment has an important role to play in

supplementing the activities of the National oil Company in the area of

petroleum exploration and development

General description of a Liquefied Petroleum gas installation:-

The main components of Liquefied petroleum gas installation are

described bellows.

Cylinder:

The Cylinder is manufactured according to rigid ISI specifications No

IS 3196 approved by the chief controller of Explosives, Government of

India. All detail of the cylinder are stamped on the factoring in cap type

cylinder and an vertical separate in case of cylinder with ring shroud. The

manufacture of cylinders is supervised at all stages and each cylinder is

hydraulically tested to 360 prig and certified by ISI and CCE. There after,

every cylinder is visually once every 5 years. Cylinders are Examined before

fitting for any defects overtime they are returned to filling plant and

cylinders which have defects or dents are taken out for repairs or scrapped.

Cylinder Value

The Self-closing value which has been standardized for Liquefied

petroleum gas cylinder has been approved by the C.C. I and conforms to

I..S.I and specifications. All materials used are as per specification and the

body is a hot brass stamping data of manufacture. The values are tested for

gas tightness at 250 prig and are of 3 types as follows.

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a. F type value

The design of the value is as per is 3224 and is such that no leak can

occur past the spindle, whether the cylinder is in use or not. A synthetic

rubber diaphragm or O-ring of approved quality is used to obtain the gas

scale about one full turn opening of the value is adequate for full gas flow.

b. Self closing type value:

The design of self-closing type value conform to IS 8737 is such that

it remain closed unless a pressure regulator or other suitable device is used

for opening it. In case of accidental removal of pressure regulator as any

other device it shuts off automatically, thus preventing any likely accident

due to large-scale leakage of gas

c. Compact Value:

The value is a spring loaded self-closing type which can only the

opened from the outside example with the Koran pressure regulator during

consumption of gas does not flow out of the value is passed down on its

seating after fixing Kosan pressure regulator to the compact valve and only

when the knob on the top of the pressure regulator is switched to the “ON”

position, gas will flow through the value from the cylinder.

At the top of the body if the valve a rubber rings pocking is fitted to

insure a gas tight against the regulator.

Pressure regulator:

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The pressure regulator is an important and highly sensitive piece of

equipment and satisfactory working of he appliance will depend on its

correct performance of its main function are:

1. To Reduce the Pressure of gas to 12 water column and maintain this

pressure with in “11 to 13” W.C. irrespective of the pressure inside

the cylinder.

2. To maintain a constant outlet pressure under varying rates of gas flow

within its capacity.

The pressure regulator used in domestic installation is manufactured

to rigid specifications No. (TS: 9798) and each are is inspected at every

stage of manufacture. As it is a sensitive piece of equipment great care

should be taken in handling it so that no change accused to the internal parts

at any time.

Flexible tubing:

The pressure regulator outlet is connected to the gas inlet on the

appliance by a length of flexible rubber tubing flexible rubber tubing of a

special quality approved for use on the liquefied petroleum gas is

manufactured to very strict BS 3212 specification and is tested during and

after manufacture. The approved quality tubing is not affected by liquefied

petroleum gas. Its inner bore, wall thickness and hardness are carefully

controlled so that a close and tight fit is provided when the tubing is pushed

as a standard inlet nozzle of the appliance & the outlet nozzle of the pressure

regulator this should be regularly checked by distributor, staff at customer

premises and replaced preferably once in 2 years.

Appliances:

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Appliances designed and manufactured for use on liquefied petroleum

Gas should be approved by Indian standard institution/Oil Company

Approved appliance are made in accordance with requirements laid down by

IST Certification marketing. This ensures that such, appliances are sale in

apparition and have a high standard of efficiency and work ship. The IST

Certification mark will hence forth be the guiding criterion for a customer to

purchase a liquefied petroleum gas appliance which is safe of use with

Liquefied petroleum gas of any marketing company.

COMPARISON WITH OTHER FUELS

Criteria LPG Charcoal coke and Firewood

Kerosene Electricity

Availability at have

Free Home, Delivery

Must be transported by the Customers

Conveniently available

Convincingly available

Lighting the appliance

Easy and Instantaneous

Tim Consuming Laborious and dirty

Tim Consuming

Searching is instantaneous but delay in heating

maintenance of heat

No attention required

Fire must be tended carefully

Staves are to be pumped

No attention required`

Product of combustion

Stone-toxic No soot

Soot, smoky and toxic

May b e sooty when lighting up

Not applicable

Efficiency of utilization of fuel

Minimum 58% average 60%

15% 55%-60% 65%

Cleanliness of esc

No blackening of pan bottoms and kitchen ceiling

Pan both Me and Kitchen blackened by soot

Pan bottom & Kitchens some times blackened by soot

Clean`

Extinguishing Appliances

Instantaneous Fire cannot be readily extinguished

Instantaneous Instantaneous but head wasted as appliances cools of

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From the above comparative study we can consider that, as far the

sources are concerned Kerosene and Charcoal coke & fire wood lie between

very behind than the LPG and electric sources. But the choice between the

LPG and electricity run appliances. LPG scene to have the upper hand, as

the later depends on factors like Power supply in the have and the large

number of species electric stoves available in the market.

IMPORTANT CHARACTERISTICS OF LPG

The important characteristic of LPG market is as follows.

1. Specific gravity.

Specific gravity is defined as the ratio of dignity of a substance

relative to the of water at stipulated conditions of temperate & pressure. It is

often quoted relative the density of water at 4 c=1)

In the table below the temperature bail is the same for both LPG

liquid and Qatar (15c) and in this instance, the specific gravity is

numerically same as “Relative density”.

Propane n-butane ISO-Butane Commercial Butane

Liquid 15/15

deg c Vapour

air =1

0.5077

1.550

0.5844

2.077

0.5631

2.068

0.575

2.0

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LPG in gaseous state in nearly twice heavies than air. Any leakage of

LPG therefore tends to settle down at floor level particularly in depressions

pit’s drain etc. ground level ventilation is, therefore must important to

disperse leaking gas.

2. Specific volume:

Specific volume is reciprocal of liquid density.

Liquid density m3/’ton/15 deg c

Propane n-Butane ISO-Butane Commercial Butane

Liquid

Vapour

1.970

63.0

1.710

208.0

1.75

142.9

1.73

178.0

3. Vapour Pressure:

All LPG gases confined in a vessel above their boiling the liquid form

vapour in the space above the liquid level. When the liquid is present, the

vapour is referred to as the atmospheric pressure at the boiling print and

increases gradually towards the critical conditions.

Vapour pressure is characteristic of a liquid and its vapour and it

depends no relation to the quantity of liquid present. If the temperature of

liquid BHARATH insides the contains when full and when nearly empty

will be practically the same.

4. Boiling Point:

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LPG gases have low boiling points they exist in the gaseous state at

normal atmosphere temperature unless they are contained under pressure or

refrigerated.

Propane n-Butane ISO-Butane Commercial Butane

Boiling paint latm c

-42.045 -050 -11,72 -7

The boiling point of LPG presently marketed is very nearly OC. At

this temperature the pressure inside a continues swill be almost the same as

the atmospheric pressure.

5. Flammability limit:

Fuel gases will burn only when mixed with are in certain proportions.

The minimum and maximum concentrations of a fuel gas in gas/air mixtures

between which the mixture can be ignited are termed as lower limit and

upper limit of inflammability. There limit. Are narrower in LPG then other

fuel gases. Making LPG safes in use.

6. Toxicity:

LPG contains no toxic components such as carbon monoxide and is

therefore non-poisonous of leakage of a large amount of LPG occurs in a

closed space difficulty in breathing and asphyxiation due t lack of oxygen

can be caused but it is importable that this would happen importable that this

would happen in practice. LPG is slightly anaesthetic when high

concentrations are breathed in sufficient quantities over a period of time, the

result would be a upset stomach and head ache which in themselves, are

excellent warning symptoms.

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7. Odour:

LPG is distinctively odorized to give warning in case of leakage its

smell is detectable in air at constructions down to 1/5 of the lower explosive

limit.

Status QUO of LPG in India:

The consumption of LPG has been souring in recent decade with

almost every household in the middle income & even in the lower middle

income groups are keen on owning gas stoves and having secular supplies of

LPG in cylinders. The customer’s population of LPG in cylinders. The

customer population of LPG has risen to 54 million by April, 2011 from 57

million a year ago and 21.87 million on April 2011. The union ministry of

petroleum and natural gas has been endeavoring to step up the are of new

connections dispute a session’s short fall in availability and the need to

import large qualities. Thus fresh connections in 2009-10 totaled 12

millions of which two millions were single connections and the balance

double connections against three millions in 2008-09 and 9.48 millions in

2007-08.

The actual lags supplies in recent years has increase in a more

pronounced manner as nearly 50% of the new entrants have double bottle

connections. This does not mean of course that there will be a bigger rise in

consumption as refills are made available only after a stipulated period. A

second cylinder in reserve will help consumers to meet unexpected needs

and unavoidable delays in supplies by dealers.

The output of LPG from indigenous sources has been rising; at a fairly

fast rate because of the arrangements by the gas Authority of India & others

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to produce LPG by fractionating natural gas. The oil refineries also have

been raising their LPG out put by upgrading the quality of light distillates.

The total output was as shown below.

Total Output

Years Output (million tonnes)

2006-07 8.78

2007-08 9.91

2008-09 10.71

2009-10 13.84

2010-11 14.04

The indigenous production can be raised steadily only if the increase

in gas production of 77 mcm for daily use from 63 mcm can be utilized

partly for turning out L.P.G.. It will be also possible to increase the

contribution of refineries as their throughout will be increasing in a

pronounced manner in the current plan period.

It is anticipated that the output of petroleum products may be raising

to 113 million tonnes in the terminal year of month plan by 92.93 percent.

There will be a concurrent growth in LPG output to 3.16 million tonnes or

by 102.02 percent. The consumption on the other hand will be humping to

over six million tonnes in 2010-11 from 8.10 million tonnes in 2009-10.

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GRAPH SHOWING THE OUT PUT IN MILLION TONNES

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CHAPTER-3

A PORTRAIT OF THE FIRM

History of the firm

Administration

Organization

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HISTORY OF THE FIRM

Shalok Gas Agency was stared on the 20th May 1986 Manjunatha.

The Capital investment was Arranged by Manjunatha himself. The

Hindustan petroleum corporation Limited under the general category.

Above 1000 consumers through in Shalok Gas Agency. This Agency was

the First such gas Agency in Shimoga. It is on Savalanga road, Shimoga

The Shalok Gas Agency has a godown in a site 80 x 100 length. It

also uses a open space nearby the office to collect the cylinders during the

day time. The Agency receives it’s cylinder’s from BHARATH L.P.G

Bottling land of the Shalok Gas Agency has a efficient transport system for

the supply of cylinders from Dharwad.

An emergency cell has been opened by Shalok Gas Agency in Co-

ordination with some like minded agencies of Shimoga. The office of the

emergence cell is situated in the office premises of the Shalok Gas Agency,

Davanagere This agency works for 24 hours round the clock this cell has

opened with objectives of emergency service like leakage preventing fire in

case fire crop’s in some circumstances. Shalok Gas Agency has Explosive

license No MYS 966/BHARATH

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The agency has employed 15 personnel. The organization structure is as follows.

Proprietor

Manager

Accountant Computer Operator Receptionist Cylinder Boy’s

The agency pay’s total salary of Rs 3,32,000 a year. The agency has

gone up in great punch considering the fact that when the agency was started

only one personnel was employed.

The Agency now gives door to door delivery of gas cylinder to the

consumers through the 5 cylinder Boy’s employed by the agency. Each of

the cylinder boy’s are provided a bicycle.

The agency has provided the facility to the consumers where they can

book their cylinders through telephone in case they cannot do personally.

The agency in the last financial year has conducted safety clinics and

fuel conservation lectures. It invited speaker from Bharath for this purpose.

The first of such lectures. Was held at a PESIT College of Shimoga in the

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month of December for the school students. The second was held at

National College of Law on 11-2.2011 and the third was held the next day

that is 12-2-2011 at Sahyadri College. Both the colleges are one of reputed

colleges of the city of Shimoga

Shalok Gas Agency But as on today the agency got 25,681 domestic

consumer’s and 63 non-domestic consumer’s the agency has been flooded

with the application for new gas cylinder’s connections, the agency is trying

its best to accommodate as many as possible. This can be said that the offers

are mostly on the basis of the reputation and good will earned by the agency.

Through booking cylinders. The consumers can call up to the firm, they are

just needed to control their consumers number. The consumers are provided

with consumers cards. The consumers card contains the address of the

consumer, their allotment number and the name of the consumer. Another

card called the service card is also issued by the agency. This is meant for

checking the safety measures in the consumers house. The rubber tubes for a

very long period of time caves the gas to leak. The place where the gas stove

is to be kept and where the extra cylinder in case of double cylinder

connection is stored. These are main criteria during the service check. This

check is conducted periodically.

Year Connection

2006-07 3121

2007-08 7198

2008-09 9611

2010-11 9743

2011-12 14098

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The number of Connection’s has increased steadily in the gas agency.

This being the eleventh year since it’s inception. We can see the increase

from the first year that is by nearly 14,098 Connections. The graph shows

the periodical increase taking 2 years period.

Year Connection

2006-07 18

2007-08 39

2008-09 47

2009-10 61

2010-11 79

Similarly the firm has been doing good business for the years past for

the last financial year the firm has incurred a lost. But considering the stature

of the firm it may not be big loose for it. The proprietor of the firm has

expressed to do well and in the present financial year sign’s improvement is

being clearly shown as in the present situation.

PROBLEMS:

One of the major problems distributor has to face is the demand and

supply of refills. If the supply of refills is not regular the back log is bound

to mount resulting in the distributor to bear the burnt of irrate customers.

Any times some customers create scenes before the office by shouting.

They write complaints to the Bharath also. In such situation the distribution

should have very good patience and conduct the business.

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Many times the customers contact the Distributor over the phone after

the office hours and request to attend the leakage immediately. At such times

the distributor will be under he obligation to attend such problems

personally.

Due to the lack of knowledge of the safety hazards of Liquefied

petroleum gas the customer will use the stoves which have the blocked

burner heads resulting in the back fire of the as. This calls for he regular

inspection of the stoves, cylinders, rubber tub e etc. Whenever the

deliveryman supplies the refill cylinders to them. Lost of the customers do

not attend the safety clinics conducted at regular intervals by the Bharath

officials and the Distributor. Many customers service the stoves themselves

without the proper knowledge of servicing procedure of stoves which results

in the leakage valves. This is very dangerous as it can lead to the fire

hazard.

Solutions:

As regards the demand and supply of refills the distributor has to

inform Bharath regarding its monthly requirement well in advance to supply

the loads. In turn to meet the demand of the distributor the Bharath has to

co-ordinate with the supply point to ensure the regular supply. if the supply

of the refills is regular most of the problems of the distributor are reduced.

hence a good co-ordination is required blow the Distributor, the divisional

office and the supply point.

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In major cities like Bangalore, Mangalore, Mysore etc, the Oil

consumers are evening an Emergency service cell with the help of the

situated distributors. In these cities any complaint after the office hours are

attended by these Emergency cells. Whereas in other areas. Where this type

of cells are not existing it becomes a very tiring job for the distributor to

attend complaints after office hours. Therefore it is advisable to set up such

cell sin all cities.

It is very essential for the consumer to know the hazardous nature of

Liquefied petroleum gas and to take the necessary processions to present a

disastrous fire. With this is view the oil companies are regularly conducting

safety clinics at various places to educate the customers regarding the safety

of Liquefied petroleum gas. It is essential for the housewives to attend such

clinics.

ADMINISTRATION:

ORGANIZATION:

Types of Liquefied Petroleum gas Marketed:

The type of Liquefied petroleum gas marked in India is a mixture of

Butane propane gases confirming to ISI specifications.

SOURCE OF SUPPLY:

Liquefied petroleum gas is manufactured by corporations at their

Refineries, MRL, CRL, by fractionation plants of oil and natural gas

commission of oil India Limited.

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Marketing of Liquefied petroleum:

Liquefied petroleum gas is marked by these petroleum corporation of

government of India namely, Indian Oil Corporation. Bharath Petroleum

Corporation, Hindustan Petroleum Corporation.

Equipment:

This term includes cylinders, values and pressure regulator. They

belong to the corporation and are only loaned to the customers against

security deposit.

Distributor Definition:

According to Essential commodities Act 1955 Liquefied Petroleum

gas (Regulation of supply and Distribution) order 1988, “Distributor” means

a firm, an association of persons, a company a corporation, institution

organization or a corporative society engaged in the business of purchase,

sale are storage for sale of Liquefied petroleum gas in cylinders on the basis

of an agreement with an oil company whether or not in conjunction with any

other business, his representatives, employees, Agent or commission agent

but does not includes on oil company.

Role of distributor:

Distributor is the link between Oil Company and customer and

customer. It is imperative to provide facilities at the distributorship to cater

to customers requirements.

Employ adequate deliverymen to ensure efficient system of booking.

Well-trained staff to answers courteously and politely to the customer for

maintenance of statutory and necessary registers.

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Mechanics to attend faults and provide service facility to customers

appliances, and handling of leakage complaint.

Place adequate vehicles to transport refills efficiently and quickly to

customers.

Educating customers on various aspects of safety.

Facilities the distributor must provide showrooms

A spacious place suitably located and furnished for the Distributor to

display, demonstrate and sell Liquefied petroleum gas equipments and

accessories. It should meet with the company’s approval.

For effective selling customers should be well informed and the

following boards are displayed to achieve the following.

1. Name board/weekly holidays/working hours:

To inform the customers of the distributing agency’s name. Oil

company on whose behalf the distributor Functions.

2. Stock Board:

The Stock Board will provide data as the availability of full cylinders

and last date till which refill has been supplied.

3. Selling prices:

This prevents the customers from being over charged

4. MRTP Notification:

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This clearly tells the customers that no one can force them to buy a hat

plats and connection cannot be dividing against purchase of hot plate

5. Refill order board:

This informs the customers to whom the least refill was supplied and

pending orders.

6. Waiting List for New Collection:

Waitlisted customers can know their position, as the last waitlisted

number to which the connection has been given is displayed.

7. Customer service cell:

The customer service cell functions to sort out problem of the

customer/attend to customer.

Complaints pertaining to Liquefied petroleum gas.

The availability of this cell is informed to the customers by the

customers by the customer cell board displayed. It contains the address to

be contained.

8. Suggestions and complaints board:

It is mandatory that each Distributorship should provide a

suggestions/complaints book.

The availability of the book is intimated to the customers through this board.

9. A Board Stating Registration For New Connection is Open And Free

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This prevents the customer From being charged for registration.

10. It is essential for the distributor to have atleast one telephone at his shop,

so that customers can conveniently order refill supplies.

REGISTERS TO BE MAINTAINED BY THE DISTRIBUTOR:

The following registers are to be maintained by the distributor, which

will enable him to function efficiently and effectively.

1. Daily stock register

2. Refill order register

3. Booking resister

4. Incoming/outgoing TAN/TV/TA/register

5. Service complaint register

6. Alphabetical register

7. D.P.R. replacement registers

8. Commercial customer

9. S.V. register

Consumer definition:

Consumer means a person firm and company institution. Association

of persons co-operative society or organization, whose name is registered

with an oil corporation supply of Liquefied petroleum gas is cylinders.

Classification of customer:

The customers are normally classified as under.

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A. Domestic customer:

Those who use Liquefied petroleum gas for household purpose such

as cooking, water heating etc.

B. Commercial customers:

Those who use Liquefied petroleum gas for cooking in hotels,

restaurants schools, colleges, hospitals, etc, and for Laboratory purpose.

C. Industrial customers:

Customers using Liquefied petroleum gas in whose premises a

manufacturing process goes on.

Delivery boys:

Definition:

“Delivery Boy” means a employed by a distributor whether for wages

or otherwise to deliver Liquefied petroleum gas in cylinders to consumer.

Sales:

Liquefied petroleum gas is a premium product, associated with a

rising standard of living. We can all feel proud of connected with it.

The very best advertisement for Liquefied petroleum gas is the

satisfied customers. His friends become customers and so do their Friends.

Therefore the first requisite for the distribute is a suitably decorated

shop in a strategic locality. It should be attractive to the housewife, who will

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want to see a demonstration of how Liquefied petroleum gas works. It is an

advantage, if other domestic lines are stocked in the some shop.

The most powerful sales weapon is the satisfied customer. This is

best achieved by ensuring courteous services to the customer, efficient

system, timely refill deliveries and complaint service.

SELLING POINT IN FAVOUR OF LIQUEFIED PETROLEUM GAS:

The advantages of using liquefied gas.

1. It is extremely easy to light the flame in a Liquefied petroleum gas

appliance. Just light a match or strike a lighter turn on the top. No

tedious preparation is required.

2. Liquefied petroleum gas gives instant heat. This is no need to nurse

the fire, or wait for the appliance to warm up.

3. The blue flame is visible and its size is easily controllable to give the

amount of head required. All appliance values have a positive stop

‘simmer’ position for case of selecting the flame.

4. The size of the flame remains constant for as long as it is required

without any effort on the part of the uses.

5. No soot is formed. The bottoms of te pans stay clean and so does the

kitchen

6. The Liquefied petroleum gas appliances is neat, attractive and easy to

clean. It requires little maintenance and will last for many years. It is

a good investment.

7. There is no problem about storing liquefied petroleum gas. The

cylinder is clean, and takes up very little space in the kitchen.

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8. Whenever a refill cylinder is required, free home delivery is given the

customer has just to telephone or send a message to the distributor’s

shop and the cylinder is delivered within the shortcut time possible.

9. If the appliance needs attention, the distributor provides servicing and

the only charge made is for spare parts, if required and a very nominal

service charge.

10.Liquefied petroleum gas is backed by the extensive experience of the

Oil Corporation.

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AIDS TO SELLING LIQUID PETROLEUM GAS:

Advertising:

Name Board:

Each distributor must display over his shop the approved name board,

conforming to the corporation’s regulations so as to enable carry

identification.

Neon signs

The distributor may consider erecting over his ship a neon sign. This

must conform to the corporation regulations.

DISPLAY IN THE SHOP AND SHOP WINDOW:

The most effective method will depend on the shop in question.

In the window, the display should be prominently visible from the

street.

Within the shop, which should be as neat and clean as possible there

should be a counter displaying the full range of Appliances.

Current Retail selling rates of cylinders and appliances should be

displayed prominently as well as stock of full cylinders in the agency as a

day to day basis. This is as per rules of the packaged commodities Act,

1975 of government of India and is mandatory.

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LITERATURE:

The distributor should give the customer the following

1. A printed Instruction card which explains the ways and means of

maintaining the cylinders, regulator rubber the etc.

2. This card should also give operating procedure Regulator to the

cylinders and the operation aspects.

3. The fixing and removing of the pressure Regulator to the Cylinders

and the operation aspects.

4. The operation maintaining of new stoves purchased by the customers.

PUBLIC RELATION:

Every distributor should bear in mind the important of crediting a

good impression in the minds of the public on all occasions, whether talking

to customers/prospective customers, in the telephone conversation, in

correspondence etc. For example, considerable annoyance can unwittingly

be caused to customers by staff concerned have been rude. This can easily

be avoided. All staff answering the telephone should state clearly the name

of the organization, which they represent and have customers history cards

order form us and ball point pen personally at had near the phone. They

should end the conversation by reading back the order, and thanking the

customers.

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CHAPTER-4

SURVEY ANALYSIS

ANALYSIS OF CONSUMER SURVEY FINDINGS

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ANALYSIS OF CONSUMER SURVEY FINDINGS:

Analysis of survey of Liquefied Petroleum Gas with particular

reference to consumer preference is presented. The survey is conducted to

Know why people prefer Liquefied Petroleum Gas to other fuels like

electricity, Kerosene and firewood by using questionnaire. The

questionnaires were distributed to different class of people residing in

Shimoga city.

25 persons responded to the consumer questionnaire which helped us

to draw the conclusions. The percentage wise opinion has also been shown

in all tables formed below for this purpose.

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Table Number-1

The table bellow shows the number of people belonging to different

occupation responded to all questionnaires.

Occupation of respondents

No. of respondents No. of person in percentage

Business 10 20%

Housewives 20 40%

Professionals 4 8%

Others 16 32%

Total 50 100%

From the above table we can say that out of 50 respondents a major

portion constitutes housewives who have preferred liquefied petroleum gas.

Housewives form about 40% followed by others (32%) business (20%)

professionals (8%)

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OCCUPATION OF THE RESPONDENTS

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Table Number-2The table shows the annual income of respondent’s family

Income Total Percentage

Below Rs. 8,000 32 64%

10,000 10 20%

10,000 and above 8 16%

Total 50 100%

The Above table shows that the families whose income is Rs. 8000

and below, per annual Requires. We the product more. They Form about

64% followed by the families whose income is Rs. 10,000(20%) and above

Rs. 10,0000 (16%)

Further by comparing the above tables 1 and 2. We can conclude that

housewives followed by professionals, whose family income is Rs. 8000 and

bellow, per annum prefer and use liquefied petroleum gas more than others

ANNUAL INCOME OF RESPONDENTS

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Table Number-3

This table shows percentage of people who use different fuels

Different fuels No. of respondents No. of person in percentage

Firewood 2 4%

Kerosene 2 4%

Electricity 6 12%

liquefied Petroleum 40 80%

Total 50 100%

Out of 50 respondents it is clear that major portion of them use

liquefied petroleum gas. About 80% of respondents use Liquefied

petroleum gas followed by electricity 12% Kerosene 4% and firewood 4%.

FUEL PREFERENCE OF THE RESPONDENTS

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Table No.-4

This shows, the number of years the respondents are using Liquefied

petroleum gas.

Year Total Percentage

2 4 8%

5 10 20%

10 24 48%

20 12 24%

Total 50 100%

Out of 50 respondents, 4 respondents have used liquified petroleum

gas since only 2 years, 10 respondents; have used liquified petroleum gas

since 5 years, 24 since 10 years, and 12 since 20 years.

NUMBER OF THE RESPONDENTS

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Table Number-5

These table shows, which gas agency the respondent, are using

liquefied petroleum gas.

Name Total Percentage

Shalok Gas Agency 24 48%

Shimoga Gas Agency 10 20%

Bandari gas Agency 14 28%

Others Specify 2 4%

Total 50 100%

Out of 50 respondents, 24respondent has used liquified petroleum gas

since Shalok Gas Agency, 10 respondent, have used liquified petroleum gas

since Shimoga gas Agency 14 since Bandari gas Agency and 2 since other

specify.

Which Gas Agency

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Table Number-6

This table shows their reasons why respondents prefer liquefied

petroleum gas fuel.

Reasons Total Percentage

Economical 8 16%

Reliable 8 16%

Convenient 17 34%

Easy available 17 34%

Total 50 100%

Major percentage of people prefer Liquefied Petroleum gas because it

is convenient out of 50, 17 respondents use Liquefied petroleum gas for

convenience followed by reliability 8, Easy availability 17 and Economical

4.

REASON FOR NON PREFERENCE

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Table Number-7

This table shows the percentage or respondents having single or

double cylinders.

No. of Cylinders Total Percentage

One 15 30%

Two 35 70%

Total 50 100%

Out of 50 respondents most prefers to have double cylinders, 35

respondents have 2 cylinders while 15 have only one.

Number of cylinders

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Table Number-8

This table shows the availability of liquid Bharath gas in the market

Opinion No. of Respondents Percentage

Yes 46 92

No 4 8

Total 50 100%

Outs of 50 respondent, 46 are of the opinion that liquid Bharath gas is

easily available in the market and 4 feels it otherwise.

AVAILABILITY OF BHARAT IN MARKET

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Table No.9

This table shows that number of respondents who have not attended the

safety clinics conducted by the Hindustan Petroleum Corporation.

Attended Safety Clinics No. of respondents Percentage

Yes 18 36%

No 32 64%

Total 50 100%

` Out of 50 respondents, 18 respondents have attended the safety clinics

while the other has not 32.

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Table Number-10

This table shows the reasons why respondents have not attended safety clinics

Reasons No. of respondents Percentage

Busy 25 50%

Not interest 10 20%%

Not necessary 8 16%

Other reasons 7 14%

Total 50 100%

Out of 50 respondents, 25 respondents have busy, 10 have not

attended safety clinics because they are not interested, 8 because safety

clinics are not necessary and 7because other reasons.

REASONS FOR NOT ATTENDING SAFETY CLINIC

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Table Number-11This table shows the reasons why people recommended liquefied petroleum gas to others

Reasons No. of respondents Percentage

Reliability 12 24%

Easy maintenance 24 48%

Efficient 8 16%

Cleanliness of use 6 12%

Total 50 100%

All 50 respondents have answered that they will recommend liquefied

petroleum gas of others. Out of 50 respondents, 24 respondent will

recommended liquefied petroleum gas to other because of its easy

maintenance followed by cleanliness of use (6), efficiency (8) and reliability

(12)

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Table -12

This table shows the duration of change of cylinders

Duration No. of respondents percentage

2 Weeks 10 10%

4 Weeks 28 56%

6 Weeks 6 12%

8 Weeks 6 12%

Total 50 100%

Out of 50 respondents for 28 respondents the duration of change of

cylinder is 4 weeks and 3 need indent is 10, 6, 6 respondents is 2, 6, 8 weeks

respectively.

DURATION CHANGE OF CYLINDER

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Table Number-13

This table shows, the reasons what do you consider while selecting your agency.

Reasons No. of respondents percentage

Prompt delivery of cylinder 18 36%

Reputation 8 16%

Service of the agency 22 44%

Other (Specify() 2 4%

Total 50 100%

All 50 respondents have answered that they will consider liquefied

petroleum gas to others. Out of 50 respondents, 22 respondents will

consider liquefied petroleum gas to others because of its services of the

agency followed by prompt delivery of cylinder 18, Reputation 8, others 2.

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CHAPER-5

CONSUMER BEHAVIOUR

IMPORTANCE

PURCHASE BEHAVIOUR ANALYSIS

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CONSUMER BEHAVIOUR

1. IMPORTANCE:

The importance of the consumer in our economic society has long

recognized. Economic theories for more than a century have emphasized the

fundamental proposition that economic endeavour of human wants.

Mutuality of interest has been recognized between consumer and producers.

One cannot exist without the others. Many business concern have, therefore

been giving greater thought to the stud of consumers need, and wants,

preliminary to their production of good usable managerial understanding of

consumer behaviour to develop successful marketing programmer can be

obtained from consumer behaviour survey.

2. PURCHASE BEHAVIOUR ANALYSIS:

Markets have been understood before planning the marketing process.

A market whether consumer, produces, reseller or government is “the set of

all individuals and organization who are actual of potential buyers of a

product or service”.

This means that any person organization that has a latent interest in a

product and the mean to acquire it is a buyer. Since market consist of

buyers, behaviour is central to a understanding of markets. Which are

distinguished on the basis of the buyer role. Motive and behaviour rather

than on the characteristics of a purchased product.

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In order to understand buyer one has to seek answers to four

fundamental questions.

What does the market buy? (object)

Why does it buy? (Objective) :

Who does the buying? (Organization):

How does the buy? (Operation) :

Answering this question of a market is pre-requisite for deciding the 4

pea’s product, price, promotion and physical distribution of marketing

strategy

The consumer market is the ultimate market for which the economic

activities are organized. It consists of the whole population and it is

important for the markets to research age distribution, family formation,

income educational level, mobility of preference and tastes in short, the

entire life of consumers.

“Consumer life style is how you life. Get is the total image you have

of yourself a s result of he culture you live in and he individual situation and

experiences that comprise your daily existence. Get is the sum total of you

post decisions and future plane”. This it is consumer life style which finally

determines the consumer purchase division. This can be seen in figure (1)

showing the consu9mer purchase decision model.

2. a) CONSUMER PURCHASE DECISION MODEL

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Needs/attitudes that influence Consumption decision

Consumer Consumer purchase

Social class Demo-Consumer life style Individual Characteristics

GraphicsFamily

Individual Development

Behavior experience that reduce,Maintain or enhance life style

The objective of the consumer is to satisfy Verity of need

physiological safety belongingness status and self-actualization, but he is not

always fully conscious of the needs that are driving his or her behaviour.

Need levels vary from person and also fluctuate over time this needs a

several makes the person look around for the right thing to gratify his need.

The individual entries a state of active information search.

This purchase involvement is the level of concern for or interest in the

purchase process triggered by this to consider a particular purchase. Thus it

is a temporary state of individual. Family of household unit, which is,

influenced by the interaction of individuals, product and situation

characteristics.

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The buying situations itself can very from one of routines response.

Behaviour to limited problem solving to extensive problem solving. Buying

is not a single act but a multiple component decision based on the need

class, generic class product class, brand vendor, quality, timing and method

of payment.

The decision making process starts with the buyer considering a few

alternatives from the set of alternatives he is aware of. This initially evoked

set gets narrowed down by evaluation and elimination of infusible

alternatives, leading ultimately to the specific decision set, which the

alternative is finally purchased.

The type or evaluative criteria which a consumer uses in a decision

various from tangible criteria based on factors like style taste, prestige, brand

and retailer image.

On the basis of the ranked set of performances the purchase decision

is made. Use of the Product and evaluation give rise to post purchase

feelings, which may be either a complaint behaviour or repeat purchase

motivation.

Thus at each decision stage characteristics of the buyer, product, seller

and selling situation interact to influence the buying outcome. A dear

picture of this each be had from the overall model of consumer behaviour.

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2 b) OVERALL MODEL OF CONSUMER BEHAVIOUR

Attitudes/needs

Social Class Culture Situations

Demo Graphics consumer Life -Problems Style -Recognition

-Information

Family Individual -Search Development -Evaluation &

Selection-Outlet selectiondecisionimplementation-Post purchaseProcess

Situations

Thus the term consumer behaviour can be defined “ as the behaviour

that consumers display in searching for purchasing, using and evaluation

products, services and ideas, which they except will satisfy their needs”. It

includes the study of what they buy, why buy it, how they buy it, when they

buy it, where they buy it and how after things buy it.

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CHAPER-6

SUGGESTIONS AND CONCLUSION

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SUGGESTIONS

I give below my suggestions for the better and efficient consumer

service by distributor?

1. Refills booking by Post:

Consumer should b e allowed to book the refills by post by using pre-

printed post cards supplied by the distributor himself. An acknowledgment

is to be sent for booking made by post and postage is to be borne by the

consumer.

2. Display of refill supply position:

To enable the consumer to know he correct refill supply positions, the

daily booking numbers and supply positions should be displayed as a board.

3. Refill booking numbers;

Consumer should be given by the distributor the booking number of

the refills i.e. the serial numbers in the refills registers.

4. Sunday Working:

The distributor should make refill supplies on Sundays, with a weekly

off on any working day.

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5. Telephone answering machine:

In all towns where there are automatic electronic exchange, telephone

answering machine is to be provided.

6. Adequate infrastructure:

Distributor should have adequate infrastructure to render prompt

service to the consumers for both refill deliveries and new connection.

7. Delivery vehicle:

For refill deliveries auto driven vehicles to be used.

8. Pre-delivery checks:

Before the cylinders are dispatched to the consumers, the distributors

have to make a 100% pre-delivery check on a platform type weighing scale

9. Refill delivery:

All refills are to be supplied on a home delivery basis. No refills are

to be delivered on a cash and carry basis.

10. Complaint/Suggestion box:

All complaint/suggestion box is to be kept inside the distributor’s

showroom beside the complaint register.

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New Connection:

11. Hot Plate Prices:

Distributors should display the prices of ISI approved hot plates being

marketed by them along with the stipulation with regard to MRTP Act in

heir showroom

12. Hot Plate Inspections:

The hot plate available with the consumer should be inspected within

7 days.

13. Registration for new collection:

Registration for new connection should be open at all times and free

of charge. This message must be displayed on a board.

14. Intimation Letters:

Customers whose waiting list has matured must be intimated to avail

of their connection through on intimation letter. This has a business reply

paid card which is to be mailed to the Divisional office by the consumer

often availing the supplied to the distributors by the divisional office.

15. Domestic gas consumer card:

Domestic gas consumer cards have been printed as an industry basis

to be issued to all consumers. The card contains all details pertaining to the

consumers connection. An entry is to made by the delivery boy in the card at

the times of refill delivery boy in the card at the time of refill delivery.

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16. No person shall be granted to an oil company as a Distributor more

than one connection for consuming liquefied petroleum gas.

17. Emergency Service cell:

All major cities and town will have an Emergency service cell to

attend to customer complaints after working hours on holidays. It is set up

to attend mainly leakage complaints.

The availability of this service it to be published among the customers

and the should be clearly advised that emergency service cell operated to

attend leakage complaints and to tackle hazardous situations.

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CONCLUSION

From the survey as indicated by different tables we can conclude that

only sections of the urban people are using liquefied petroleum gas. House

wives cum working woman and the most elite class people prefer liquefied

petroleum gas is not very popular because of lack of knowledge and

availability of gas at their doorstep and due t costing. These classes of

people mostly use firewood or kerosene for cooking purposes. Few people

use electricity. The people who live near the forest and the villages are

destroying the forest by cutting the trees which is causing great

environmental problems by denuding the forest the climatic condition is

getting warmer and warmer. As this is a national disaster strongly

recommend to the concerned authorities to popularize the use of liquefied

petroleum gas in these areas. The oil companies should come forward to

appoint the dealers and by adequate supply of liquefied petroleum gas to

backward and hilly areas. This programme will not only enrich the nation

but also the wealth of the people as liquefied petroleum gas is a bob Smokey

agent.

The oil companies should propagate the use of liquefied petroleum

gas to the lower class people.

The government should come forward to make available the liquefied

petroleum gas adequately as and when the demand increases either by

importing or by indigenous production.

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The oil companies should educate the masses regarding the safety

aspects of using liquefied petroleum gas and make them aware that liquefied

petroleum gas is safe and reliable and economic too.

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ANNEXURE

QUESTIONNAIRE

BIBLIOGRAPHY

CONSUMER ATTITUDES TOWARDS LIQUIFIED PETROLEUM GAS

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KUVEMPU UNIVERSITY

ACHARYA TULSI NATIONAL COLLEGE OF COMMERCE SHIMOGA

Dear Respondents,

I am the student of BBM Final year in partial fulfillment of my

course. I am conducting the marketing survey of liquified petroleum gas for

project report. I would therefore be grateful if you kindly spare me a few

minutes to answer the following questions.

Thanking You,

QUESTIONNAIRE

1. Name :

2. Sex :

3. Educational Qualification :

4. Occupation :

5. Monthly Income a) Below-8000

b) 8000-1000

c) Above 10000

6. Type of fuel used a) Fire wood

b) Kerosene

c) Electricity

d) LPG

7. Is it domestic or non-domestic?

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8. Since how many years you all using LPG

a) 2 years b) 5 Years

c) 10 Years d) 20 Years

9. Which is your gas agency?

a) Shimoga gas agency

b) Shalok Gas Agency

c) Bangari gas agency

d) Others (Specify)

10. If LPG, why?

a. Economical b. Reliable

c. Convenient d. Easy availability

11. If not why?

a. Risk b. Relaible

c. Convenient d. Easy availability

12. Have heard of Shalok Gas Agency?

a. Yes b. No

13. If ‘yes’ how?

a. Friends b. Consumers of the agency

c. Advertisement d. Others

14. What is your opinion regarding your agency?

a. Excellent b. Good c. Not bad

15. How many cylinders have you got

a. One b. Two

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16. Are you satisfied with LPG

17. It is easily available in the market?

a. Yes b. No

18. Have you attended any safety clinics conducted by Shalok Gas Agency?

a. Yes b. No

19. If ‘No’ why?

a. Busy b. Not interested

c. Not necessary d. Other reasons

20. Will you recommend LPG to others?

a. Yes b. No

21. If yes why?

a. Reliable b. Easy Maintenance

c. Efficient d. Cleanliness of use

22. If no why?

a. Risk b. Non-availability

c. Costly d. Others

23. Duration of change of yours cylinders

a. Two weeks b. Four weeks

c. Six weeks d. Others.

24. What do you consider while selecting your agency?

a. Prompt delivery of Cylinders

b. Reputation

c. Service of the Agency

d. Other

25. Any Suggestions

_________________________

_________________________

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Date

Place: Signature

BIBLIOGRAPHY

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Encyclopedia

a. Britannica

b. American

c. Collier’s

d. Standard

Magazines and Newspapers

Facts for you

Annual Report of United Breweries Ltd.,

Marketing Management –by S.A. Sherlakar

Philp Kotler

HPCL-LPG Manual

Acharya Tulsi National College of Commerce, Shimoga. Page | 73


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