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8/8/2019 TEJA PAIGUDE Final Report
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Chapter 1
EXECUTIVE
SUMMARY
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IMRB International is a market research company which was established in 1971 and
is a part of kantar group. IMRB has its establishments in 11 countries across the
world. In Pune there is only the field office called Abacus where all the field work
takes place. It deals in research for various segments of market of which customer
satisfaction survey is a major part.
In IMRB International I carried out various projects from various sectors on customer
satisfaction. Till date, I have completed four projects. The various projects and the
sectors are as mentioned below:
I interviewed people to know their satisfaction regarding the products or idea they
have been exposed to. To prove my authentication from IMRB we had our
introduction letters for individual projects signed by our respective executives. The
introduction letters are attached at the end of the project report. Then an analysis of
these data was made on MS excel to know the areas of correction to be made and the
likings of consumers. In various projects I had to ask question to which spontaneous
2
Project name SectorTarget
group
Data
collection
Data
EntryStatus
1 CHULHA GAS (LPG) Housewifes Done Done completed
2 GOODNIGHT PHARMACEUTICALS Retailers Done Done completed
3 MOVE ON PHONES
Mobile user
both (male,
female)
Done Done completed
4 CHEER UP BAKERY PRODUCTS Housewifes Done Done completed
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responses should be taken and to questions for which stimulus materials were shown
in the form of show cards and other pictures. This helps to extract and find the
difference between aided and unaided responses.
The analysis done may not be exactly as that done by professionals as there has been
no use of analysis tools specialized for such analysis.
The data collection has been by methods like personal interviews and high quality of
data has been maintained.
The analysis shows, that customer behaviour is very unpredictable & there are only
two definite patterns (viz. in person and by telephone) generally followed by
customers for a particular sector or product.
Although, some resemblances in customer behaviour have been found for a particular
sector and based on that, some conclusions can be drawn and thus, improvement can
be made upon to improve the customer base.
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Chapter 2
OBJECTIVES &
SCOPE OF THE
STUDY
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OBJECTIVES:-
To study the effectiveness of services & facilities provided by the distributor to
the consumers.
To assess the needs, requirements and expectations of the customers in order to
assess their current satisfaction levels.
To know the customers perceptions.
To know the weakness of the services provided by the distributors.
SCOPE:-
To find out, whether customers of HPCL (LPG) would remain loyal to them.
To find out, what else the consumers expects from the company & the
distributors
To probe whether the HPCL distributor are using fair practice.
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To analyze the survey data and to draw a suitable model for improving the
future performance.
Chapter 3
COMPANY
PROFILE
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About IMRB INTERNATIONAL
IMRB International is a pioneer in market research, which was established in 1971.A
member of the Kantar Group, WPP's information, insight and consulting division.
IMRB's footprint extends across 11 countries - India, Pakistan, Bangladesh, Sri
Lanka, Dubai, Saudi Arabia, Egypt, Singapore, Malaysia, Korea and London.
IMRB Offers a wide range of research based services to its clients of which one is
customer satisfaction. Customer satisfaction management and measurement (CSMM)
is an independent, specialist unit of IMRB international and the exclusive member of
the walker information global network (WIGN) in the Indian subcontinent. Customer
satisfaction research is increasingly becoming an essential ingredient in any program
aimed at maintaining, if not increasing the customer base and revenues, enhancing
brand value, etc. conducting customer satisfaction research though a third party has
the advantage that the responses obtained are more reliable, as the respondent are
more frank with third person. This is because in the case of third party research, the
customer vendor relationship does not get affected.
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With over 1200 full time staff, IMRB provides high quality conceptualization,
strategic thinking, execution and interpretation skills. IMRB International is the only
research company in India that offers such a wide range of research based services to
its clients. IMRB International's specialized areas includes consumer market research
both quantitative and qualitative, industrial market research, business to business
market research, social and rural market research, media research, retail research, and
consumer panels.
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Abacus Field
Abacus Field handles the field operations for all the business divisions in IMRB.
Abacus Field has a network of 15 regional offices spread across the country that
gives IMRB the capability to run pan India research projects smoothly & effectively.
An example of the magnitude of Abacus Field operations can be gauged from the
following:
On any given day about 5000 freelancers work for Abacus Field
Tele Call Centre has 262 seats, is located in Delhi, Bangalore and Mumbai, and
does
1, 04, 000 interviews per month.
Household Panel - 89,800 household visited every month
8000 projects handled in one year
8.8 lack man days of interviewing in one year
37 lack interviews done in one year
Abacus Field is consistently striving to exceed client expectations, through high
quality work, integrity, and innovativeness and building a culture which promotes
professional and personal growth opportunities.
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IMRB International's Divisions
IMRB International has been offering for over 35 years, both general as well as
specialist research services to clients in India and overseas. IMRB International
operates out of its five full service offices in Mumbai, Delhi, Kolkata, Chennai and
Bangalore and is supported by 15 other regional centers for collection of survey
information.
IMRB International had eight specialist units:-
Probe qualitative research (PQR)
Media & Panel Group
CSMM: partners in managing state holding relationships
BIRD: Research Consultancy for B2B and Technology Markets
E technology Group@ IMRB
Social and Rural Research Institute (SRI)
IMRB mindtech systems: software development house
Abacus Market Analytics: Data Processing House of the World
Probe Qualitative Research (PQR) Probe Qualitative Research is one of India's
leading qualitative research groups and has executives specially trained in India and
overseas in qualitative research methods. Drawing on learning from ethnography,
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psychology and anthropology, PQR has created an array of validated tool-kits for
product innovation, communication and brand development.
Media and Panel Group of IMRB International is a pioneer in the field of media
research in India. The Group also runs one of the worlds largest household panels,
with over 70,000 households in urban and rural India, chronicling changing
consumption habits across the country.
CSMM: Partners in Managing Stakeholder Relationship Is an independent,
specialist unit of IMRB International and the exclusive member of the Walker Global
Network (WGN) for the Indian subcontinent.
As a specialist unit of IMRB International, CSMM provides the widest field coverage
with five full service offices and 15 field offices in Delhi, Calcutta, Mumbai, Chennai,
Bangalore, Hyderabad, Cochin, Pune, Patna, Ahmadabad, Guwahati, Bhubaneswar,
Lucknow, Indore & Ludhiana. CSMM services clients in India and neighboring
countries (Sri Lanka, Bangladesh, Pakistan and Nepal) and this diverse network has
made CSMM the leading provider of stakeholder products and services in South Asia.
In addition through its associates, AMRB, headquarters in Dubai and operating
through out the Middle East and North Africa, provides Walker proprietor Tools
throughout the region .
BIRD: Research Consultancy for B2B and Technology Markets
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BIRD: Research-based Consultancy for B2B and Technology markets is a Research
based consultancy arm B2B and technology markets. Operating out of four
locations in India, viz., Mumbai, New Delhi, Bangalore and Chennai, BIRD has been
advising clients from India and across the globe since the last 35 years.
BIRD has made significant contributions by adding value to marketing decision
making at both corporate and business unit levels through actionable insights and
ground-breaking research. It offers services as:
Macro/meso level (popularly described as the big picture) such as
understanding the competitive market place, industry trends, regulatory
environment, or entering new markets.
Micro level such as brand/product positioning, customer segmentation,
channel perception, market sizing, pricing and distribution strategy, new
product development etc
The ability to look at business from a broader perspective, at the same time honing on
to the narrower performance improvement standpoints is a BIRD strength and stems
from the following:
ETechnology Group @ IMRB As technology evolves and creates new
opportunities; barriers to progress continue to arise. Some problems are technical,
economic or policy-related, while the hardest combine all three aspects in any
country. It is the continuous link with the industry and constant monitoring that has
given us capabilities of understanding the movement of technologies markets. The
eTechnology Group @IMRB constantly monitors technology trends in IT, Internet,
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Telecom and Convergence Space helping Indian and International companies alike. It
also has a partnership with Yankee Group USA to representing the Indian market.
Social and Rural Research Institute (SRI) specializes in social research and in
conducting research on emerging rural markets. It has staff with special expertise in
conducting Knowledge, Attitudes & Practice (KAP), Studies on health and sanitation,
water, environment and other fields, in India as well as internationally.
IMRB MindTech Systems - Software development House: A client servicing
oriented specialized software unit of Media & Panel, Mumbai facilitating Solutions to
critical business questions. MindTech Systems has been providing business solutions
since 2000 and has thus acquired an extensive expertise in Market Research
applications. Having based ourselves on the features demanded by large no. of
companies, we have created innovative, user-friendly applications. Our solutions help
clients to convert marketing research knowledge into actions.
Abacus Market Analytics: Data Processing House to the Established in 2001,
Abacus Market Analytics unit offers a wide range of services to all the research units
in IMRB. These include data processing, charting, statistical analysis, database
management & updating, software development & testing.
Abacus Data Processing (DP), a part of Abacus Market analytics, offers similar
service to international clients. DPs Clients include Mill word Brown across Asia
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Pacific, Africa and Australasia, Kantar Operations in UK, BMRB International in UK,
AMRB in the Middle East and N Africa, RI in Asia Pacific & the Brand Survey
Company in S Africa.
Milestones & Strengths
Our Milestones
Indias first TV rating system
Indias first Radio Audience Measurement system
Indias first IT and Internet studies endorsed by industry associations
Indias first and largest Household Panel
Instrumental in setting up of Market Research Society of India (MRSI) in
1988 Creation of Social Economic Classification (SEC) system, by Ashutosh Sinha
from the Marketing Sciences Group, & used by all MR companies in India
Path breaking book on employee loyalty The Tao of Loyalty by Ajit Rao of
CSMM (Customer Satisfaction Measurement & Management)
Agency of the year award, instituted in 2006 at MRSI, for two consecutive
years , 2006 & 2007
Presenting cutting edge research for several years at international forums
including ESOMAR and won awards
Our Strengths
Senior most researchers in the industry
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Specialists with industry/sector knowledge
International toolkit in specialized businesses
Strategic Marketing Consultancy
Largest field network for custom research
Array of Syndicated databases
HPCL COMPANY PROFILE: -
HPCL
HPCL, a fortune 500 company, is regarded as one of the major integrated oil refining
and marketing companies in India. It is a Mega Public Sector Undertaking (PSU) with
Navaratna status. HPCL has achieved its market leadership through efficiency in
production and management.
HPCL accounts for about 16% of the market share and 10.3% of the nation's refining
capacity with two coastal refineries, one at Mumbai (West Coast) having a capacity of
5.5 MMTPA and the other in Vishakapatnam (East Coast) with a capacity of 7.5
MMTPA. HPCL also holds an equity stake of 16.95% in Mangalore Refinery &
Petrochemicals Limited (MRPL), a state-of-the-art refinery at Mangalore with a
capacity of 9 MMTPA
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HPCL owns the country's largest Lube Refinery with a capacity of 335,000 metric
Tonnes which amounts to 40% of the national capacity of Lube Oil production. HPCL
has given India a firm ground in this sector with its world class standard of Lube
BaseOil.
HPCL has returned "Excellent" performance for fifteen Consecutive years up to
2005-06, since signing of the first MOU with the Ministry of Petroleum & Natural
Gas. HPCL won the prestigious MOU Award for the year 2006-07 for Excellent
Overall Performance, and for being one of the Top Ten Public Sector Enterprises who
fall under the 'Excellent' category. HPCL performance for the year 2007-08 also
qualifies for "Excellent" rating.
The Corporation over the years has moved from strength to strength on all fronts. Our
refining thru put has increased three fold between 1984/85 to 2007/08, rising from
4.47 million tonnes in 1984/85 to 13.70 million tonnes currently.
Consistent excellent performance has been made possible by highly motivated
workforce of over10800 employees working all over India at its various refining and
marketing locations.
HPCL continually invests in innovative technologies to enhance the effectiveness of
employees and bring qualitative changes in service. Business Process Re-Engineeringexercise, creation of Strategic Business Units, ERP implementation, Organizational
Transformation, Balanced Score Card, Competency Mapping, benchmarking of
refineries and terminals for product specifications, ISO certification of Refineries and
Supply Chain Management are some of the initiatives that broke new grounds.
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HPCL has successfully integrated Information Technology in its activities at different
levels. The Enterprise Resource Planning (ERP) system is now operational on
J.D.Edwards, an Oracle product, across the Company.
Our roots
1952: The Company was incorporated in the name of Standard Vacuum Refining
Company of India Limited on July 5, 1952
1974: Hindustan Petroleum Corporation Limited comes into being after the takeover
and merger of erstwhile Esso and Lube India Undertaking
1976: Caltex Oil Refining Ltd. is taken over by the Government of India and
subsequently merged with HPCL in 1978.
1979: Kosan Gas Company, the concessionaries of HPCL in the domestic LPG
market, are taken over and merged with HPCL.
HPCL thus comes into being after merging four different organisations at different
points of time.
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We Believe in: -
Our Mission
"HPCL, along with its joint ventures, will be a fully integrated company in the
hydrocarbons sector of exploration and production, refining and marketing; focusing
on enhancement of productivity, quality and profitability; caring for customers and
employees; caring for environment protection and cultural heritage.
It will also attain scale dimensions by diversifying into other energy related fields and
by taking up transactional operations."
Our Vision
To be a World Class Energy Company known for caring and delighting the customers
with high quality products and innovative services across domestic and international
markets with aggressive growth and delivering superior financial performance. The
Company will be a model of excellence in meeting social commitment, environment,
health and safety norms and in employee welfare and relations.
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ABOUT LPG: -
HP Gas, the HPCL brand of LPG, is what keeps the fire burning in millions of Indian homes.
Bottled at 43 LPG Bottling Plants throughout the country with a total capacity of over
2500 thousand metric tonnes per annum (TMTPA).
Liquefied Petroleum Gas is fast gaining popularity in industries for a wide variety of
uses. For industries today, quality, costs, efficiency, environment, heat controllability,
among others, are major concerns when it comes to choosing the right fuel.
LPG addresses all these - making it the ideal fuel choice for a host of industrial
applications.
HP Gas is also used for space and process heating to power industrial ovens, kilns,
furnaces, machinery and in food processing units.
HP Gas
HP Gas is a Propane / Butane mixture liquefied under normal ambient temperature
and moderate pressures. It is a safe, clean burning, reliable, high calrofic value fuel. In
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addition to it use as a domestic fuel, it is also widely used in industries, where there is
a requirement of low sulphur content fuel and fine temperature controls. HP Gas
conforms to IS: 4576-1999 specifications.
The Chemical composition of propane is C3H8 and butane, C4H10.
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Chapter 4
THEREOTICALBACKGROUND
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INTRODUCTION
Market research & study is the collection and analysis of relevant information
to enable you to make informed business decisions.
As a fundamental part of business planning, market research can assist you by :
Identifying potential customers
Understanding existing customers better
Setting realistic targets
Developing effective strategies
Examining and solving business problems
Preparing for business expansion
Identifying business opportunities.
Market research can be an effective tool at any point in the planning process.
It may be used in investigating, evaluating, starting, developing, consolidating,
diversifying or even reducing the size of your business.
In the case of a new business, market research can help provide answers to the
following questions:
Do people want your product or service?
What characteristic do they seek; for example, what size, colour, and what
features?
What are they willing to pay for it?
Who is most likely to purchase it?
What are the best promotion methods to reach them?
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Will the demand be sufficient to sustain the business?
For existing businesses, market research can provide:
A continuing awareness of customer needs information on market and competitor
performance information on current and future trends identification of problems and
how to overcome them the changes required to increase demand for your product an
evaluation of planned changes to your product or service an evaluation of the
effectiveness of your advertising.
While effective market research is a valuable business tool, flawed or
inaccurate research may lead you to make poor business decisions.
With an ever increasing level of competition and consumers demanding more
for their money, accurate and timely information has become the competitive edge
needed by most businesses to survive. While you may do much of the
work yourself, professional advice will minimize the risk of poor decisions.
FOLLOWING POINTS TO BE CONSIDERED FOR INTRODUCTION:
COMPETITOR ANALYSIS:
Competitor analysis in marketing and strategic management is an assessment
of the strengths and weaknesses of current and potential competitors. This analysis
provides both an offensive and defensive strategic context through which to identify
opportunities and threats. Competitor profiling coalesces all of the relevant sources of
competitor analysis into one framework in the support of efficient and effective
strategy formulation, implementation, monitoring and adjustment.
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MARKET SHARE ANALYSIS:
Few organizations track market share though it is often an important metric.
Though absolute sales might grow in an expanding market, a firm's share of the
market can decrease which bodes ill for future sales when the market starts to drop.
Where such market share is tracked, there may be a number of aspects which will be
followed:
Overall market share
Segment share - that in the specific, targeted segment
Relative share -in relation to the market leaders
Annual fluctuation rate of market share
Market analysis for product consists of a number of techniques that allow an
organization to collect and disseminate information from their external environment
of products for use in determining their market strategy and actions. For example,
market analysis helps to determine critical strategies for new products such as time-to-
market length, creating product differentiation, creating and preserving supplier
credibility, developing effective distribution channels, forming relationships with
large customers, and managing market efforts.
This topic has its roots in marketing discipline. Many types of market research
techniques are used to gather this information. Market analysis plays a large part in
explaining the current situation of a marketing plan. Marketing is very important to
new product development because products have a short average lifespan of five years
and incur 75% of the costs during the research and development phase. Therefore,
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including market analysis information early on in the product lifecycle can ensure
resources are not wasted.
It is a wide field so this article is a sample of scientific work that has linked
the fields of marketing and product. This consists of research in the fields of general
market, customer, and competitor analysis which can be seen as processes that are
hierarchically grouped under market analysis in the meta-process model from the
figure below. There are many processes that can be used for each of these three
processes to acquire information from the market. This article only lists a selected few
for each.
Analysis of general market characteristics should lead to information about the
market such as definition, size, trends, and market segmentation. This analysis is
needed to help develop and maintain marketing strategies for product and overall
business strategies. The covered methods and techniques to obtain this information
are Porters five forces model, risk analysis, marketing intelligence, and marketing
decision support systems. Porters five forces analysis is useful for product since it
highlights many important factors that will be discussed in customer and competitor
analysis such as switching costs, brand equity, product differentiation, and price of
total purchase.
Customer analysis is needed to predict behaviour and create demand forecasts
for product software. It is also necessary in the development of new products to help
select the most profitable choice. One author states that a key issue for new software
product development is creating links between customer needs and the product design
specifications. To analyze customers, aspects such as demographics, buying
motivation, and expectations are studied. Besides basing behaviour on software only,
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customers also look at the network externalities from software packages, such as
manuals, add-ons, and training courses, to make purchase decisions. All of these
subjects are useful for determining target groups (also known as market segments).
Additionally, this information helps determine the optimal solution to the
tradeoffs between time-to-market and quality. Market analysis results are important to
help establish an optimal point between the tradeoffs of time-to-market and quality.
While customers would love to have short time-to-market with lots of features and
high quality, it is impossible for the vendor to find financial success in this scenario.
Therefore, a managerial decision must be made on the resources and objectives for
new product development. Risk analysis techniques can be used to manage this trade-
off decision.. There are some ways to relieve this tension of time-to-market. One of
the indicators of a companys health, customer satisfaction, can be found through
market analysis. Satisfied customers usually lead to more sales and profit, making it a
strong indicator of company performance satisfaction for products. They analyzed the
results to develop seven dimensions of customer satisfaction for product:
Capability
Usability
Performance
Reliability
Install ability
Maintainability
Documentation
If a company wants to investigate it themselves, look at firm specific factors
like business contacts, reputation, advertising, and brand name can help determine
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customer satisfaction. After recognizing the amount of customer satisfaction a
company has and in which areas, strategies can be formed to help the company
become more competitive.
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Customer Satisfaction: -
Satisfying the customer is a race without finish
What is Customer Satisfaction?
In a world of cut-throat competition, companies can survive only by increasing
customer satisfaction. But what is customer satisfaction? Satisfaction means
fulfilment or gratification of need, desire or appetite.
Customer satisfaction or dissatisfaction is the feeling derived by the consumer
when he compares the products actual performance with the performance that
he expects out of it. Customers make their expectations from the service quality,
service delivery, communications, past experiences and references. These all are
to be judged correctly by the management so that their perceptions match with
customer expectations. If any of these factors are wrongly interpreted then the
expected level of customer satisfaction cannot be reached. This can be illustrated by a
diagram as follows:
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If the managements perceptions go wrong, service quality specifications are set
wrong, communication with customer are not up to the mark, and personalized service
to customer is not proper then gaps are created between expected and actual
satisfaction. A firm is said to practice marketing when it is concerned more about
customer needs and makes genuine efforts to satisfy those needs and wants.
According to Peter F. Druker, marketing means such a perfect understanding of the
customer that the product or service fits him totally and sells itself. Marketing would
result in a customer who is ready to buy. All that what should be needed then is to
make product available.
Market analysis can be achieved by concentrating on various other parameters which
are shown into the figure.
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Efficient and effective information management can provide organizations with
significant competitive advantage.
CUSTOMER SATISFACTION IN 7 STEPS: -
Encourage face to face dealings.
Respond to Messages promptly & Keep your clients informed.
Be Friendly & Approachable.
Have a clearly Defined Customer Service Policy.
Attention to Detail.
Anticipate your Clients Needs & go out of Your Way to Help Them Out.
Honour Your Promises.
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Benefits of customer satisfaction: -
Customers stay with a company longer.
Customers deepen their relationship with the company.
Customers recommend companys products or services to others.
Chapter 5
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RESEARCH
METHODOLOGY
Data : data are the facts, figures and other relevant information materials, past present,
serving as bases for the study and analysis.
Data are primarily of the two types: -
1. Primary Data
2. Secondary Data
Primary Data:
Data that is collected for the specific purpose at hand is called as primary
data. It is customized according to the needs of the researcher and focuses exclusively
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on the current research problem. The collection of the primary data is costly and time
consuming. It calls for the greater planning and coordination. Collection of the
primary data requires deploying more manpower. In situations where it is impossible
to use the secondary data keeping in view the requirements of the study or in cases
where there is no secondary data available the only way out is to collect primary data
Methods of collection of the primary data: -
1. Questionnaire method - The respondent is questioned directly about the aspects of
the interest to the researcher.
2. Observation method - The researcher simply observes the subject and records
relevant aspects of his behaviour.
Data collection methods can be classified as: -
Observation
Interviewing
Experimentation
Simulation
Projective Analysis
Secondary Data: -
Secondary data may be defined as the data that has been collected earlier for
some purpose other than the purpose of the present study. Any data that is available
prior to the commencement of the research project is secondary data; therefore
secondary data is also called as historical data. Secondary sources of the data provide
wealth of information to the researcher. It often obviates the need of the primary data
collection and saves the valuable time, effort and money. Even where the subsequent
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primary data collection is required, an analysis of the secondary data enlightens the
researcher regarding many aspects of the study and gives contextual familiarity of the
primary data collection. It thus provides rich insights into the process.
Sources of the secondary data: -
1. Published sources: These may be governmental & non-governmental sources.
E.g.: - census report, publications of the planning commission, SO report.
2. Unpublished sources: Letters, diaries, biographies, autobiographies, manuals,
brochures.
Sample: -
All the items in any field of inquiry constitute a universe. A complete enumeration
of all the items in the population is known as census inquiry. It is presumed that in
such an inquiry, when the elements are covered, no element of chance is left &
highest accuracy is obtained. But in practice this may not be true. This type of inquiry
requires great deal of time & energy.
When field studies are undertaken in practical life, consideration of time & cost
almost invariably
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Leads to the selection of respondents i.e.; selection of only a few items .The
respondents should be the representative of total population. The selected respondents
called as sample.
Researcher must decide the way of selecting sample or what is popularly known
as the sample design.
Research approach: - The research approach used in this study is survey method.
Survey: - Survey research is one of the most important areas of measurement in
applied social research. The broad area of survey research encompasses any
measurement procedures that involve asking questions of respondents. A "survey" can
be anything forms a short paper-and-pencil feedback form to an intensive one-on-one
in-depth interview.
Research type: - The research type used in this study is quantitative research type.
Following information gives us an insight on what is a quantitative research.
Quantitative research: - Quantitative research is used to measure how many people
feel, think or act in a particular way. These surveys tend to include large samples -
anything from 50 to any number of interviews. Structured questionnaires are usually
used incorporating mainly closed questions - questions with set responses. There are
various vehicles used for collecting quantitative information but the most common are
in-person or telephone interviews.
Research design: - The research design used for this study was descriptive design;
following information will give a brief on descriptive design of the questionnaire.
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Questionnaire: - The questionnaire is an important tool for gathering primary data.
Poorly constructed questions can result in large errors and invalidate the research
data, so significant effort should be put into the questionnaire design . The
questionnaire should be tested thoroughly prior to conducting the survey.
Data collected: - The data collected in this study was primary data & was collected
through a set of questionnaire asked to the respondent.
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OVERALL WORK DONE IN THE PROJECT: -
This project was mainly carried out, to study the effectiveness of services & facilities
provided by the distributor to the consumers. And also to assess the needs,
requirements and expectations of the customers, in order to check their current
satisfaction level.
This study was a Pilot Study .
A pilot study, also called a 'pilot experiment', is a small scale preliminary study
conducted before the main research in order to check the feasibility or to improve the
design of the research. Pilot studies are therefore not appropriate for case studies.
They are frequently carried out before large-scale quantitative research in an attempt
to avoid time and money being wasted on an inadequately designed project. A pilot
study is usually carried out on members of the relevant population, but not on those
who will form part of the final sample. This is because it may influence the later
behavior of research subjects if they have already been involved in the research.
Often in engineering applications, pilot experiments are used to sell the product, and
provide quantitative proof that the system has potential to succeed on the larger (full)
scale. Pilot experiments are also used to reduce cost, as they are much less expensive
than the full experiment. If there is not enough reason to provide full scale
applications, pilots can generally provide this proof
In sociology, pilot studies can be referred to as small-scale researches before the main
research is done. This will prevent errors from happening in the main research
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To conduct this project, the company had provided us the basic data, which is
required to complete the project within a time. The data given includes the
information like the location of the HPCL distributers within a particular area, so that
we can conduct our interviews in a given period. To prove our authentication from
IMRB we had our introduction letters for individual projects signed by our respective
executives.
Research method used: -
This research has been designed in a standard pattern using survey
method analyzing the data through surveyed samples. A brief description has been
given below.
PROCEDURE ADAPTED METHOD
Research Approach Survey Method
Research type Quantitative
Research Design Descriptive
Geographical coverage Nashik
Sample size 80 consumers
Sampling design Probability
Sampling technique Systematic
Sampling tool Questionnaire
Data collected Primary data
Probability systematic sampling technique was used, as the sample size was 80 and
for each area we had decided a starting point & from that starting point we would
select the next interviewer leaving two house & then the next one, as it was a
household project. In each area, we had to interview about 26-27 respondents.
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In various projects we had to ask question to which spontaneous responses should be
taken and to questions for which stimulus materials were shown in the form of show
cards.
The research method used, was quantitative research. The interview time taken, from
one respondent, was near about 25 to 30 minutes. This project was done in the two
stages. Both the stages had 40 respondents each. The interview taken was mainly
based on the questionnaire given by the company.
The data collection has been by methods like personal interviews and high quality of
data has been maintained.
Based on the data collected, some resemblances in customer behaviour have been
found for a particular sector and so, some conclusions can be drawn and thus
improvement can be made upon to improve the customer base.
And in this way, based on data collected and the suggestions given by the respondents
the analysis is done for improving the future performance.
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SMS 0% 0INTERNET 0% 0IVRS 0% 0TOTAL 100% 80
Interpretation
Above pie chart shows, that about 70% of the sample population books their cylinders
through telephone.
About 30% book the cylinders in person & many people are still not aware of the
SMS, IVRS & internet facilities provided by the distributors.
1a: - Percentage of overall satisfaction level with the telephone booking process.
OPTIONS PERCENTAGE NUMBERS
EXTREMLY SATISFIED 5% 3
SOMEWHAT SATISFIED 75% 42
NITHER SATISFIED NOR
DISSATISFIED
15% 8
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SOMEWHAT DISSATISFIED 5% 3
EXTREMLY DISSATISFIED 0 0
TOTAL 100 56
Interpretation
Above pie chart shows that about 75% of the consumers who use telephonic booking
method are satisfied with the services provided. About 5% are dissatisfied with the
telephonic services & 15% are neither satisfied nor dissatisfied & 5% are somewhat
dissatisfied.
1b: - percentage of overall satisfaction with, the in person booking process.
OPTION PERCENTAGE NUMBER
EXTREAMLY SATISFIED 12.50% 3
SOME WHAT SATISFIED 87.5% 21
NITHER SATISFIED NOR
DISSATISFIED
0% 0
SOME WHAT DISSATISFIED 0% 0
EXTREAMLY DISSATISFIED 0% 0
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TOTAL 100% 24
Interpretation
Above pie chart shows that about 87.50% of the population which uses in person
booking service are satisfied
About 12.50% are extremely satisfied.
2. Delivery details : -
This includes the percentage of overall satisfaction with distributors servicesfrom booking to delivery of the refill cylinders.
1a: - percentage of satisfaction of getting the refill cylinder within 1 or 2 days of
booking.
OPTION PERCENTAGE NUMBERS
YES 43.75% 35
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NO 56.25% 45
TOTAL 100% 80
Interpretation
Above pie chart shows, that about 56.25% population says that, after booking the gas
the refill cylinder does not come in 1 or 2 day & about 43.75% says that they receive
most of the time within 1or 2day from booking.
1b: - Percentage level of satisfaction with the distributors delivery process.
OPTION PERCENTAGE NUMBER EXTREAMLY SATISFIED 26.25% 21SOME WHAT SATISFIED 63.75% 51
NITHER SATISFIED NOR
DISSATISFIED
6.25% 5
SOMEWHAT DISSATISFIED 2.5% 2EXTREAMLY DISSATISFIED 1.25% 1
TOTAL 100 80
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Interpretation
Above pie chart shows, that about 63.75% of people were satisfied with the delivery
services provided by the distributor of HPCL (LPG) & 6.25% are neither satisfied nor
dissatisfied with the delivery process.
ABOUT COMPANY: -
1a: - Percentage of overall opinion about the company.
OPTION PERCENTAGE NUMBER EXELLENT 21.25% 17VERY GOOD 58.75% 47GOOD 20% 16FAIR 0 0POOR 0 0TOTAL 100 80
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Interpretation
Above pie chart shows, that about 21.25% of the population thinks,that the company
is excellent & 58.75% thinks, that it is very good & 20% thinks, that it is a good
company.
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Chapter 7
FINDINGS
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FINDINGS
Based on the data collected it was found out, that the most preferred method of
booking was telephonic & 2nd
most preferred was in person booking method.
Based on the data collected it was found, that the most of the people, which use
this service, are satisfied with the services provided to them.
Based on the data collected it was found out, that most of the population size are
still not aware of the other booking methods provided by the distributors.
Based on the data collected it was found, that the consumers of HPCL (LPG)
users are satisfied with the services provided to them.
Based on customer satisfaction survey it was found out, that the HPCL (LPG) is
having good marks for their product quality and after sales service but still there is
scope for improvement in Delivery and Prices & Maintenance to fulfil the
customers requirement.
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Chapter 8
RECOMMENDATION
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RECOMMENDATION
As the survey was conducted it was found, that many people complained about the
maintenance services, the company should provide a regular basis maintenance
services to insure the safety of the consumers.
As there is a huge demand for LPG, the booking period for those, who have
single, connection should have to be minimising from 21 days to 10 to 15 days.
As the survey was conducted it was found, that the distributors should provide
different products, which are related to the LPG connection.
The distributors should make their consumers more aware about their services and
facilities provided by them.
While providing the cylinders the delivery boys should check the cylinders for
leakages & weight the cylinders in front of the consumers.
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LIMITATION
When I interviewed retailers, sometimes they use to give answers under the
influence of that I am the representative of the company.
The projects suffer limitations of time to study; as such a vast topic in span of
just two months is very difficult.
As the questionnaire provided to me was to lengthy, the respondent usually
felt reluctant while filling up the form.
Being a student, detail analysis was not possible, due knowledge constraints.
The response of respondents stands a chance of being biased.
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As summer training is going under summer season so Sometime people are
less interested in filling up questionnaire.
As LPG is a basic need & HPCL being a GOVT. Organisation, though the
people have some complaints, they are not properly sorted.
Chapter 10
CONCLUSION
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CONCLUSION
The future for the HPCL is very prosperous in this business. They should
come up with innovative advertisement and along with regular improvement
in the products.
They should create a special space in the minds of customer by quality and
price effectiveness for sustaining the business.
They should stress more on regular maintenance service.
There is lack in consumers awareness, as people are not aware of the services
& facilities provided by the distributor.
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Chapter 11
BIBLIOGRAPHY
Books: -
Principles of Marketing (13th Edition)
Philip Kotler & Armstrong
Publisher Pearson Education
Research Methodology (2nd Edition)
C R Kothari
Publisher Vishwaprakashan
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New Delhi
WEBSITE : -
www.imrbint.com
www.hpcl.co.in
www.google.com
www.marketresearch.net
Chapter 12
ABBREVATIONS
IMRB : - INDIAN MARKET RESEARCH BUREAU
HPCL : - HINDUSTAN PETROLIUM CORPORATION LIMITED
LPG : - LIQUIFIED PETROLIUM GAS
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SMS : - SHORT MESSAGE SERVICES
IVRS : - INTERACTIVE VOICE RESPONSE SYSTEM.
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Project Chulha Version
2
(Dated 24th June 09)
FOR OFFICE USE ONLY
SERIAL No.:
101-104
Respondents Full
Name_______________________________________________________________
______111-135
Address_____________________________________________________________
_____________________
___________________________________________________________________
________________
136-180City/ Town
_____________________
__
Countr
y
Post
Code:____________
Telephone
Number :
Intervi
ew
Date:
211-220 231-236
InterviewersName_____________________________________________
237-
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____ I.D.# 239
Time
InterviewBegan :
End
ed
Interview
length
241-244 245-248 249-250
I declare that this interview has been
carried out strictly in accordance with
your specification and has been
conducted within the MRSI Code of
Conduct with a person unknown to me.
Interviewers
Signature
Checked by
Supervisor
Accompanied Details of Backcheck
Backchecked
By
______________
______
240
Date
_____________________
_
Centers to be covered June 09
North Zone East Zone West Zone South Zone
Delhi 01 Kolkata 11 Mumbai 21 Bangalore 31
Varanasi 02 Durgapur 12 Pune 22 Chennai 32
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CONTACT HOUSEWIFE
Good Morning / Afternoon / Evening. My name is ______________. I am from
Research International, one of the leading market research companies in India. We
regularly conduct surveys on various products and services. At present we are doinga survey on Liquefied Petroleum Gas (LPG). This survey is for HPCL customers.
Your responses will be kept in strict confidence and will not be analysed individually.
Your responses will be aggregated with responses from other customers like you.
This interaction will take about 15-20 minutes. We would like to state that there is no
right or wrong answers; we are only interested in your opinion
May I have your permission to talk to you?
YES 1 CONTINUE
NO 2 TERMINATE
253
Chapter 2 SECTION 1: SCREENER
SQ.1 Could you please tell me if you or any member of your household works in
any of the following organisation?
MULTIPLE CODE
Advertising agency
TERMINATE
Market research agency
Petroleum Industry
LPG marketing or distributor
company
Others CONTINUE
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254
TERMINATE IF 1-4 IS CODED IN SQ.1
SQ2. Have you taken part in any market research studies in the past 3 months?
SINGLE CODE
Yes 1 TERMINATE
No 2 CONTINUE
255
SHOW CARD A
SQ3a. Who is your LPG provider?
(Instruction: Please take into consideration only the LPG Company)
MULTIPLE CODE POSSIBLE
HPCL
BPCL
IOCL / IBP
Others _________
256-259
TERMINATE IF 1 IS NOT CODED IN SQ3a
SQ4. Do you have the HPCL Consumer Booklet that was given to you at the time of
getting the LPG connection? SINGLE CODE
Yes ASK TO SHOW THE BOOKLET AND THEN
RECORD IN SQ6No CONTINUE
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SQ5. Can you show me your latest cash memo/bill of the LPG refill that you have
received?
SINGLE CODE
Yes 1 PLEASE VERIFY AND RECORD IN SQ6 IF
NOT RECORDED FROM ABOVE
No 2 TERMINATE
SQ6. What is your Consumer Number?
RECORD THE 6-DIGIT CONSUMER NUMBER IN THE SPACE BELOW
CHECK IT FROM THE BOOKLET (IF PROVIDED)/CASH MEMO FOR
CONFIRMATION
262-267
TERMINATE IF CONSUMER NO / CASH MEMO DETAILS NOT PROVIDED BY
THE RESPODENT.
Chapter 3 SECTION 2: CONSUMERDETAILS
Q1. What is the name of the HPCL Distributor providing you the Service?
RECORD THE NAME IN THE SPACE BELOW
Q2. How Many HPCL cylinders do you have against the above consumer
number? SINGLE CODE
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One (Single connection)
Two (Double/Twin
connection)
More than two
278
Q3. For how many years you have been using the HPCL LPG connection on this
consumer number?
SINGLE CODE
< 1year 1 CONTINUE
1 3 years 2
GO TO Q12
3.1 5 years 3
5.1 7 years 4
7.1 10 years 5
> 10 years 6
270
Q4 Were you actively involved in obtaining new connection?
SINGLE CODE
Yes 1 CONTINUE
No 2 GO TO Q12
271
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Q5. After registration for a new HPCL LPG connection, how long did it take for the
installation?
SINGLE CODE
Same day 1 GOTO Q9
With in a week 2
GOTO Q6With in a Fortnight 3
With in a month 4
With in a quarter 5
More than a
quarter
6 CONTINUE
272
IF CODED 6 IN Q5 THEN PLEASE ASK Q5A
Q5A RECORD VERBATIM
Please tell us the actual number of months it took for the installation.
No. of Month
273-274
Q6. Was the time for installation conveyed to you at the time of registration?
SINGLE CODE
Yes 1 GOTO Q7
No 2 GOTO Q8
Q7. Whether the timeline conveyed was adhered to?
SINGLE CODE
Yes 1 GO TO Q9
No 2 GO TO Q8
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Q8. How many attempts did you make before getting the new HPCL LPG
connection installed?
SINGLE CODE
1 1
2 2
More than 2 3
277
SHOW CARD B
Q9. Please use the following scale and give us the extent to which you are
satisfied with installation process
PLEASE NOTE THAT THIS IS A FIVE POINT SCALE QUESTION WITH 5BEING EXTREMELY SATISFIED AND 1 BEING EXTREMELY
DISSATISFIED. READ OUT THE STATEMENTS AND THEN REQUEST
THE RESPONDENT TO SELECT THE SUITABLE OPTION
SINGLE CODE FOR EACH STATEMENT.
Your extent of
satisfaction with. Extremely
Satisfied
ExtremelyDissatisfie
d
DK/CS/
Refused
a) Time taken to get the
new LPG connection5 1 9
b) Information provided to
you on the new LPG
connection such as,usage details availability of
5 1 9
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the connection, etc
c) Politeness and
Courteousness of the
person who dealt with you
during the registration and
installation process
5 1 9
d) Willingness and
enthusiasm of the person
shown to you during the
registration and installation
process
5 1 9
SHOW CARD B
Q9a. Please use the following scale and give us the extent to which you are
satisfied with installation process
PLEASE NOTE THAT THIS IS A FIVE POINT SCALE QUESTION WITH 5
BEING EXTREMELY SATISFIED AND 1 BEING EXTREMELY
DISSATISFIED. READ OUT THE STATEMENT AND THEN REQUEST THE
RESPONDENT TO SELECT THE SUITABLE OPTION
Extremely
Satisfied
Extremely
Dissatisfie
d
DK/CS/REFUSED
Overall satisfaction with the
registration and installation
process
5 1 9
311
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Q10. WHY DO YOU SAY SO?
RECORD VERBATIM
INSTRUCTION TO INVESTIGATOR : ALL THE FEEDBACK HAS TO BEOBTAINED FOR THE
TRANSACTIONS CONDUCTED WITHIN LAST THREE MONTHS ONLY ..
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Chapter 4 SECTION 3: BOOKING DETAILS
SHOW CARD C
Q12. In the last 3 months which among the following methods did you use to book
your HPCL LPG refill cylinder?
MULTIPLE CODE
Q13. Which is the Preferred Mode of Booking your HPCL LPG refill cylinder?
SINGLE CODE
BOOKING
METHODS
PREFERRED
METHOD
Q12 Q13
Distributor Telephone 1 1
In Person at the
Distributor
2 2
Online (Internet) 3 3
SMS 4 4
HELPLINE (IVRS) 5 5
Other (Please specify) 6 6
321-326 331
GO TO Q14a IF 1 IS CODED IN Q12
GO TO Q14b IF 5 IS CODED IN Q12 ELSE GOTO Q15
Q14. In the last 3 months when you were trying to book through the telephone, in
how many attempts did you get through the telephone number?
SINGLE CODE
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Q14a
Distributor Phone
number
Q14b
Help line
Always on the first
attempt
1 1
Second attempt 2 2
Third attempt 3 3
Fourth attempt 4 4
More than four
attempts
5 5
ASK FOR EACH METHOD USED FOR BOOKING SEPARATELY I.E.
CODED IN Q12
Q15. Please use the following scale and give us the extent to which you are
satisfied with the booking experience?
SINGLE CODE
PLEASE NOTE THAT THIS IS A FIVE POINT SCALE QUESTION WITH 5
BEING EXTREMELY SATISFIED AND 1 BEING EXTREMELY
DISSATISFIED.
READ OUT THE STATEMENTS AND THEN REQUEST THE
RESPONDENT TO SELECT THE SUITABLE OPTION
SINGLE CODE FOR EACH STATEMENT
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SHOW CARD B
A) DISTRIBUTOR
PHONE NUMBER Extremely
Satisfied
Extremely
Dissatisfie
d
DK/CS/
REFUSED
Overall satisfaction with
connectivity with the
phone number
5 1 9
Overall satisfaction with
the time taken to get
attended to
5 1 9
Politeness and
Courteousness of the
Booking person
5 1 9
Willingness and
enthusiasm of the person
to assist you.
5 1 9
Time taken to book the
LPG refill cylinder 5 1 9
Confirmation /assurance
that you got after booking
i.e. Waiting number,booking number etc
5 1 9
Overall satisfaction with
the entire booking
experience
5 1 9
B) IN PERSON Extremely Extremely DK/CS/
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satisfiedDissatisfie
dREFUSED
Overall satisfaction with
the time taken to get
attended to
5 1 9
Politeness and
Courteousness of the
Booking person
5 1 9
Willingness and
enthusiasm of the person
to assist you
5 1 9
Time taken to book the
LPG cylinder 5 1 9
Confirmation /assurance
that you got with after
booking i.e. Waiting
number, booking number
etc
5 1 9
Overall satisfaction withthe entire booking
experience
5 1 9
C) INTERNETExtremely
satisfied
Extremely
Dissatisfie
d
DK/CS/
REFUSED
Overall satisfaction with
the connectivity of the
website
5 1 9
Ease of navigation on
the website for booking
the LPG refill cylinder
5 1 9
Time taken to book the
LPG cylinder
5 1 9
Confirmation /assurance 5 1 9
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that you got i.e. booking
number
Overall satisfaction with
the entire booking
experience
5 1 9
D) SMSExtremely
Satisfied
Extremely
Dissatisfie
d
DK/CS/
REFUSED
Overall satisfaction with
the connectivity of the
SMS number/gateway
5 1 9
Time taken to book the
LPG refill cylinder 5 1 9
Confirmation /assurance
that you got i.e. Booking
number
5 1 9
Overall satisfaction with
the entire booking
experience on SMS
5 1 9
E) HELP LINEExtremelySatisfied
Extremely
Dissatisfie
d
DK/CS/
REFUSED
Overall satisfaction with
connectivity with the
phone number
5 1 9
Overall satisfaction with
the waiting time to get
attended to
5 1 9
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Ease of navigation
through the IVRS5 1 9
Understanding of the
language used at the
IVRS
5 1 9
Confirmation /assurance
that you got i.e. booking
number
5 1 9
Overall satisfaction with
the entire booking
experience
5 1 9
ASK ALL. ASK FOR EACH METHOD USED FOR BOOKING
SEPARATELY I.E. CODED IN Q12
Q15a Did you get the refill cylinder after booking through the ________(MENTION
BOOKING METHOD) booking method
YES No
Distributor Telephone 1 2
In person at the
Distributor 1 2
Internet 1 2
SMS 1 2
Helpline 1 2
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Chapter 5 SECTION 4: DELIVERY DETAILS
Q16. In the last 3 months, have you been getting home delivery of the refill gas
cylinder that you book? SINGLE CODE
Yes 1 CONTINUE
No 2 GOTO SECTION 6 (COMPLAINTS)
Q16b In the last 3 months, please tell us the frequency of getting home delivery of
the refill gas?
SINGLE CODE
Always 1
Frequently 2
Sometimes 3
DK / CS /
refused
9
Q16c In the last three months, on an average how many attempts you had to make
to get the delivery of cylinder?
One Attempt 1
More than one
attempt
2
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Q17. In the last three months, have you usually been getting the refill cylinder
within one day of booking? SINGLE CODE
Yes 1
No 2
DK/ CS/ Refused 9
422
IF 2 IS CODED GO TO Q18 ELSE GOTO Q19
Q18. After how many days of booking do you usually get the delivery of Gas?
(CAPTURE VERBATIM IN NO. OF DAYS)
No. of Days
423-424
ASK ALL
Q19. In the last three months, have you ever run out of Gas? SINGLE CODE
Yes 1
No 2
DK/ CS/ Refused 9
425
(INTERVIEWER INSTRUCTIONS: IF 1 IS CODED IN Q19 ABOVE,
CONTINUE TO Q20, ELSE GOTO Q21)
Q20. For how many days, did you run out of Gas? ( CAPTURE VERBATIM IN
NO. OF DAYS)
No. of Days
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426-427
ASK ALL.
SHOW CARD B
Q21. Please use the following scale and give us the extent to which you are
satisfied with the delivery details?
SINGLE CODE
PLEASE NOTE THAT THIS IS A FIVE POINT SCALE QUESTION WITH 5
BEING EXTREMELY SATISFIED AND 1 BEING EXTREMELY
DISSATISFIED.
READ OUT THE STATEMENTS AND THEN REQUEST THE
RESPONDENT TO SELECT THE SUITABLE OPTION
SINGLE CODE FOR EACH STATEMENT
DELIVERY DETAILSExtremely
Satisfied
Extremely
Dissatisfie
d
DK/CS/
REFUSED
Overall satisfaction with
the time taken to get the
home delivery of the refill
cylinder
5 1 9
Overall satisfaction with
the condition of the refill
cylinder that you received 5 1 9
Overall satisfaction with
the quantity of the LPG5 1 9
Overall satisfaction with 5 1 9
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Chapter 6 SECTION 5: DELIVERY BOY
Q22. In the last three months was the delivery boy in his uniform when he came to
deliver the refill cylinder? SINGLE CODE
Yes 1
No 2
441
Q23. In the last three months did you ask the delivery boy to weigh the cylinder
while taking delivery? SINGLE CODE
Yes CONTINUE
No GOTO Q25
Q23b In the last three months whenever you asked the delivery boy to weigh the
cylinder, did he weigh it ? SINGLE CODE
Yes
No
Q24. Was the weight of the refill Gas cylinder usually accurate i.e. 14.2 kgs.?
SINGLE CODE
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Yes
No
Q25. Was the seal intact when the refill gas cylinder was delivered to you? SINGLE
CODE
Yes 1
No 2
444
Q26. Did you ask the delivery boy to check for leakages in the refill gas cylinder in
the last three months whenever he delivered the LPG cylinder at your door
step? SINGLE CODE
Yes 1
No 2
445
Q26a Did the delivery boy check for leakages? SINGLE CODE
Yes 1
No 2
446
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Q27. Did the delivery boy give you a cash memo/bill for the refill gas cylinder?
SINGLE CODE
Yes 1 GO TO 28
No 2 GO TO 30
447
Q28. In the last three months, has the delivery boy been charging the exact amount
as specified in the bill? SINGLE CODE
Yes 1 GO TO 30
No, he charges
more
2 GO TO 29
448
Q29. By how much does the delivery boy overcharge you? (CAPTURE VERBATIM
IN RUPEES ONLY)
Rs.
449-450
ASK ALL.
SHOW CARD B
Q30. Please use the following scale and give us the extent to which you are
satisfied with the delivery boy? SINGLE CODE
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PLEASE NOTE THAT THIS IS A FIVE POINT SCALE QUESTION WITH 5
BEING EXTREMELY SATISFIED AND 1 BEING EXTREMELY
DISSATISFIED.
READ OUT THE STATEMENTS AND THEN REQUEST THERESPONDENT TO SELECT THE SUITABLE OPTION
SINGLE CODE FOR EACH STATEMENT
Extremely
Satisfied
Extremely
Dissatisfie
d
DK/CS/
REFUSED
Politeness and
Courteousness of the
person who delivered the
refill cylinder
5 1 9
Willingness and enthusiasm
of the person to assist you5 1 9
Overall satisfaction with the
entire interaction with the
person who did the home
delivery
5 1 9
Chapter 7 SECTION 6: COMPLAINTS
Q31. Did you have any service related complaints with your distributor in the last
three months? SINGLE CODE
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Yes 1 Ask Q32
No 2 GOTO OVERALL SATISFACTION
SECTION 7
Q32. PROBE FOR THE PROBLEMS FACED WHILE BOOKING, DELIVERY
PERIOD, DELIVERY BOY, INSTALLATION ETC
RECORD VERBATIM
Q33. Did you bring the above complaints to the notice of the distributor? SINGLE
CODE
Yes 1 CONTINUE
No 2 GO TO Q37
Q34. Was the problem resolved by the distributor? SINGLE CODE
Yes 1 CONTINUE
No 2 GOTO Q37
463
Q35. How long did it take to resolve the complaint? SINGLE CODE
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1 week 6
464
Q36. Did the distributor resolve the complaint? SINGLE CODE
Always Frequently Sometimes Never DK/ CS/
Refused
465
ASK Q36a TO ALL THOSE WHO HAVE ANSWERED Yes in Q33 i.e.
coded 1
Q36a. Using the five point scale again, where 5 is Extremely satisfied and 1 isExtremely dissatisfied, what is your overall rating that you would like to give
to your Distributor on handling of the compliant
SHOW CARD B
SINGLE CODE
Distributor
Extremely Satisfied Extremely
Dissatisfied
5 4 3 2 1
470
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ASK Q41 TO ALL THOSE WHO HAVE ANSWERED Yes in Q37 i.e.
coded 1
Q41. Using the five point scale again, where 5 is Extremely satisfied and 1 is
Extremely dissatisfied, what is your overall rating that you would like to giveto your HPCL LPG provider on handling of the compliant
SHOW CARD B
SINGLE CODE
HPCL COMPANY
Extremely Satisfied Extremely Dissatisfied
5 4 3 2 1
471
Chapter 8 SECTION 7: OVERALL SECTION
Q42. Taking into consideration your entire experience please give us your overall
opinion about the company? SINGLE CODE
SHOW CARD D
EXCELLENT POOR
5 4 3 2 1
472
Q43. Taking into consideration your entire experience please indicate to us your
intention to use this companys LPG connection for the next two years
SINGLE CODE
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SHOW CARD E
DEFINITELY WILL
USE
DEFINITELY WILL NOT
USE
5 4 3 2 1
473
Q44. Taking into consideration your entire experience please indicate to us
whether you would recommend HPCL as a good company to deal with to all
your friends and relatives. SINGLE CODE
SHOW CARD F
DEFINITELY WILL
RECOMMEND
DEFINITELY WILL NOT
RECOMMEND
5 1
474
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Chapter 9 SECTION 8: DEMOGRAPHICS
SHOW CARD G
D1. I would like to know something about the person who makes the biggest
contribution to the family budget. What is his/her occupation?
(IF RETIRED: What was his/her occupation before retirement?)
RECORD VERBATIM:_______________________
CODE UNDER Occupation COLUMN IN GRID
D.2 And what is the highest level to which he/she has studied?
RECORD VERBATIM:_______________________
CODE UNDER Education COLUMN IN GRID
THEN CIRCLE THE CORRESPONDING SOCIAL CLASS IN THE GRID
BELOW
OCCUP
ATION
Illit
e
ate
1
Scho
ol:
upto
4
years
2
Scho
ol: 5-
9
years
3
SS
C/
HS
C
Some
colleg
e but
not
gradu
ate
5
Gradua
te/
Post
gradua
te
genera
l
6
Graduate
/ Post
graduate
Professio
nal
7
47
5
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4
1. Unskilled
WorkersD D
2. Skilledworkers
B2 B2
3. Petty traders B2 B2
4. Shop owners A2 A2
Businessmen /
Industrialists
with no. of
employees
5. None A2 A1
6. 1-9 A1 A1
7. 10+ A1 A1
8. Self-
employe
d
Professional
A2 A1
9. Clerical
/Salesma
n
B1 B1
A. Supervisory
levelB1 A2
B.
Officers/Executiv
es-
Junior
A2 A2
C.
Officers/
Executiv
es middle
/ senior
A1 A1
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476
RECORD SEC
477-
4
7
8
D.3 Gender (DO NOT ASK)
Female 2479
D.4 Please tell me your highest education level. SINGLE CODE
Education Code
Illiterate
School up to 4 yrs.
School 5-9 yrs.
SSC/HSC
Some college but not graduate
Graduate/Post Graduate: General
Graduate/Post Graduate:
Professional
D.5 Please tell me your occupation. SINGLE CODE
Occupation Code
Owner of company/Self- 1
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employed/Businessman
Professional (e.g. lawyer, doctor) 2
Senior management (e.g. CEO,
director)
3
Middle management (e.g.
managerial)
4
Executives/Officers 5
Other white collar (e.g. salesman,
clerks, supervisor)
6
Blue collar (skilled or unskilled) 7
Civil servant 8
Housewife/Househusband 9
Student 10
Retired 11
Not employed 12
Others Please specify.. 98
Dont Know / Refused 99
D6. For how many years have you been living in this area? SINGLE CODE
< 1 year 1
1 5 years 2
6 10 years 3
> 10 years 4
513
D7. Please tell me your age. SINGLE CODE
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18 - 25
years
1
26 35 years 236 45 years 3
> 45 years 4
514
D8. Do you use the Brand Suraksha rubber tube? SINGLE CODE
Yes 1
No 2
D9. How frequently do you change the rubber tube? SINGLE CODE
< 1 year 1
1 -2 years 2
3 -4 years 3
> 4 years 4
516
D10a Apart from LPG Cylinder what are the other items you have purchased from
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the distributor? ( Multiple codes possible)
D10b. Please tell us what are the top three items that you definitely like and would
expect your HPCL LPG Distributor to continue to sell? ( Multiple codes
possible)
Q10a Q10b
PLEASE GIVE US THE ITEMS
THAT THE DISTRIBUTOR
VENDS ( Multiple responses
possible)
01 01
1. _______________________ 02 02
2. _______________________ 03 03
3. _______________________ 04 04
4. _______________________ 05 05
5. _______________________ 06 06
6. _______________________ 07 07
7. _______________________ 08 08
8. _______________________ 09 09
521-538 541-558
D10c. Please tell us what are the other items / services that you would like your
HPCL LPG Distributor to sell? RECORD VERBATIM
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D11. Do you have any feedback or suggestion to give to your LPG provider?
THANK YOU AND TERMINATE