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GAP analysis in Retail
Petroleum Industry
SubmittedBy:
A.J.SharmaChandanKumar
Diptendu Dey
L.K. Gupta
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Retail Petroleum Industryof India
Petroleum retail sector is one of the largest segments of
the
industry .
Petroleum retailing industry in India faces signicant
challenges
and is forced to adopt new and innoatie strategies.
G!I on April "# $%%$# opened up retail mar&eting to priate
and
foreign companies.
Petroleum retailing is a retailing of product and serice.
'hange of focus of oil mar&eting companies.
(he new loo& petrol pumps# apart from dispensing fuels) now
o*er
the best of retail chains proiding a alue added serice to
busyconsumers.
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Retail Petroleum Industryof India
'onsumer is becoming more and more demanding.
+uality , +uantity assurance
+uic& lling and e-cient forecourt serice
Rewarding loyalty
Premium fuels 'ashless transactions
on/fuel serices
0oyalty programs
Smart 1leet 2BP'03 4trapower 2I!'03
5rietrac& 26P'03
(ransconnect 2Reliance3
Petrocard 2BP'03
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Studying GAP 7:Sample
GAP 7: 'ommunication gap# when promises do not
matchperformance.
(he communications that are made to the customers: +uic&
lling time of not more than "%mins and 8uic& billing.Soling
other problems which are non/fuel li&e bra&e 9uid chec
tyre chec battery chec windshield wiper chec&. Personal
attention to the customers. Round the cloc& operating hours.
nderstanding specic needs li&e the correct 8uality and8uantity.
Standard serice across all pumps.
Analysis of 'ustomers : ";% SamplesAnalysis of
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Studying GAP 7:Analysis
Analysis: 'ustomers
1illing (ime
Billing (ime
Problem Soling
Personal
Attention Specic eeds
'onenient!perating 6ours
Proper
!perations Information
Access
Serice +uality
AdditionalBenets
Redemption
Payment
Rewards'atalogue
ser Platform
Analysis: 0oyaltyProgram
Analysis:
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Results after Factor Analysis
PromptSerice
Personali>edSerice
'onenience
Proper!perations
Returns
?alue for money
Studying GAP 7:Analysis
Analysis:'ustomers
Analysis: 0oyaltyProgram
Analysis:
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Reducing billing time by using computeri>ed hand held
deices.
(raining the pump attendants.
'ustomer inolement by rolling out new promotional campaigns.
'lear demarcation of responsibility of the pump attendants.
Rewards catalogue of the loyalty cards should include more
attractie gifts.
Recommendatio
ns
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THANK
@!
