BIRLA INSTITUTE OF TECHNOLOGY, MESRA, PATNA CAMPUS

PROJECT

ON

Study of changing scenario of petroleum business and need of improvement in

customer service at retail outlet of IOCL

AT

INDIAN OIL CORPORATION LIMITED RANCHII

SUBMITTED BY: -
Name : - RAJ NIDHI

Roll Number : - BBA/15038/15

SESSION: 2015-2018
CERTIFICATE
This is to certify that MS. Nidhi kumari, a student of BBA VIth semester , roll no.-
BBA/15038/15 has successfully completed the project report entitled in partial
fulfillment of requirement for the award of bachelor of business administration
prescribed by Birla Institute Of Technology, Mesra , Patna extension.

This project report is the record of authentic work carried out during the
academic year 2015-2018.

Project Guide: External Supervision

Dr. Adhip Mohanty Name:

___________________________ _________________________

Signature Signature
DECLARATION
I Nidhi Kumari, student of Bachelor of Business Administration from BIT
MESRA, Patna campus extension ,hereby declare that I have completed Project
Report on the topic ‘ STUDY ON CHANGING SCENARIO OF PETROLEUM BUSINESS &
NEED OF IMPROVEMENT IN CUSTOMER SERVICE AT RETAIL OUTLET OF IOCL’ in
partial fulfilment of requirement for the award of Bachelor of Business
Administration prescribed by Birla Institute of Technology Mesra , Patna
extension.

This project report is the record of authentic work carried out during the
academic year 2015-2018.

Project Guide: External supervisor:

DR. Adhip Mohanty Name:

____________________ ________________

Signature Signature
ACKNOWLEDGEMENT

I am highly grateful to Indian Oil Corporation Limited (IOCL) for allowing me

to do this project work. There are a few people who have been of great help and
support during the progress of this project. I would like to express my sincerest
gratitude towards all of them. It is truly a matter of great pleasure for me to
express my sincere thanks and gratitude to Mr. Adhip mohanty Sir, Project Head
for his supervision and encouragement throughout this project.

I am immensely indebted to Mahesh Sir, Project Head for the invaluable help
that he rendered at every step of this project. It is a wonderful experience to be a
part of Indian Oil Corporation Limited (IOCL) where I worked under brilliant
minds. I owe my deep regards for the supporting and kind staff authorities who
are helping me in my lean patches during this one month. The knowledge I
gained throughout my studies had the practical implementation during this
period.

Raj Nidhi
BBA/15038/15
Table of Content
Sl No Topic Page Number
1 EXECUTIVE SUMMARY 3
2 COMPANY PROFILE 3
3 4
PRODUCTS AND SERVICE
4 BRANDS 4
5 LOYALITY PROGRAMS 5
6 REACHING CUSTOMERS 6
7 MARKET SHARE 6
8 R&D 6
9 PETROL AND DIESEL STATIONS 7
10 E&P 7
11 OVERSEAS 8
12 BIO-FUEL VALUE CHAIN 8
13 SUBSIDIARIES 9
14 MAJOR DIVISIONS OF IOCL 11
15 BUSINESS MODEL OF IOCL 12
16 ACHIEVEMENT 13
17 OBJECTIVE 13
18 PORTER’S 5 FORCES MODEL 15
19 PRODUCT MIX 17
20 MARKETING MIX 19
21 SWOT ANALYSIS 22
22 COMPETITOR ANALYSIS & STP 23
23 RESEARCH AND METHODLOGY 24
24 CONCLUSION 32
EXECUTIVE SUMMARY

This project seeks to evaluate changing scenario of petroleum business and need
of improvement in customer service at retail outlet of IOCL by doing survey at
different retail outlet of IOCL under Ranchi division. The study based project was
completed using primary and secondary data. A complete analysis of finding is
compiled and classified into appropriate sub-modules. Various interesting finding
from the survey with a sample size of 350 are presented in this report. A brief
report of every service is to be provided at retail outlet is given with its importance
for the customers. Thereafter various ideas generated after a deep analysis.
COMPANY PROFILE
INDIAN OIL CORPORATION LTD
Indian Oil Corporation (IOC), India’s flagship national oil company and downstream
petroleum major, was incorporated on June 30, 1959 as Indian Oil Company. The
company was renamed as Indian Oil Corporation on September 1, 1964.

Indian Oil Corporation (IndianOil) is India's largest commercial enterprise, with a sales
turnover of Rs. 4,38,710 crore (USD 65,391 million) and profits of Rs. 19,106 crore
(USD 2,848 million) for the year 2016-17.

The improvement in operational and financial performance for FY 2016-17 reflected in

the market capitalization of the Company, which grew two-fold, from Rs. 95,564 crore
as on 31st March 2016 to Rs. 1,87,948 crore as on 31st March 2017.

In view of its rising share price and market capitalization , Indian Oil was included in
the Nifty50 index (NSE benchmark index of 50 best performing corporates).

Indian Oil is ranked 161st among the world's largest corporates (and first among
Indian enterprises) in the prestigious Fortune ‘Global 500’ listing for the year 2016.

Indian Oil Corporation (IOC), India’s flagship national oil company and downstream
petroleum major, was incorporated on June 30, 1959 as Indian Oil Company. The
company was renamed as Indian Oil Corporation on September 1, 1964 following the
merger of Indian Refineries (established 1958) with it.

PRODUCTS AND SERVICE

Indian Oil service station in Pipili, Odisha

The main products of Indian Oil are petrol, diesel, LPG, auto LPG, aviation
turbine fuel, lubricants and

Petrochemicals: naphtha, bitumen, kerosene etc.

Indian Oil operates the largest and the widest network of fuel stations in the
country, numbering about 20,575 (16,350 regular ROs & 4,225 Kisan Seva
Kendra). It has also started Auto LPG Dispensing Stations (ALDS). It supplies
Indane cooking gas to over 66.8 million households through a network of 5,934
Indane distributors.

BRANDS

1. Indane Gas - Domestic and Industrial Gas

2. Auto Gas - Automotive Natural Gas
3. Xtra Premium - Automotive Premium Petrol

4. Xtra Mile - Automotive Premium Diesel

5. Servo - Lubricants and Greases

6. Propel - Petrochemicals
7. Indian Oil Aviation - Aviation fuel
8. LNG at Doorstep - LNG by cryogenic transportation

The main services offered by Indian Oil are Refining, Marketing, Pipelines,
R&D and Training. Indian Oil's Research and Development Center (R&D) at
Faridabad supports, develops and provides the necessary technology solutions to
the operating divisions of the corporation and its customers within the country
and abroad.
LOYALITY PROGRAMS

XTRAPOWER

Fleet Card Program is aimed at large fleet operators. Currently it has 1 million
customer base. XTRAREWARDS is a recently launched loyalty program for
retail customers where customers can earn reward points on their purchase.

With its first pipeline laid in the early 60s, Indian Oil is a pioneer in crude oil &
product pipelines in India. The cross-country pipelines network has now
extended to over 11,214 km, with two Single Point Mooring (SPM) systems.

Indian Oil’s Pipelines team has vast experience and expertise in techno-economic
feasibility studies, design & detailed engineering, project execution, operation,
maintenance and consultancy services for areas such as capacity augmentation,
modernization, etc. Proven project tools and techniques are used in project
management to ensure high-levels of quality, productivity, time schedule and
cost control.
Refineries:
The Indian Oil Group of companies owns and operates ten of India's 20 refineries with
a combined refining capacity of 60.2 million metric tonnes per annum (MMTPA, .i.e.
1.2 million barrels per day). These include two refineries of subsidiary Chennai
Petroleum Corporation.

PIPELINES:
The corporation's cross–country network of crude oil and product pipelines, spanning
over 10,000 km and the largest in the country, meets the vital energy needs of the
consumers in an efficient, economical and environment–friendly manner.

REACHING CUSTOMERS:
IOC reaches precious petroleum products to millions of people everyday through a
countrywide network of about 35,000 sales points. They are backed for supplies by
167 bulk storage terminals and depots, 101 aviation fuel stations and 89 Indane
(LPG) bottling plants. About 7,335 bulk consumer pumps are also in operation for the
convenience of large consumers, ensuring products and inventory at their doorstep.

MARKET SHARE:
Indian Oil's ISO–9002 certified Aviation Service commands over 63% market share in
the aviation fuel business, meeting the fuel needs of domestic and international flag
carriers, private airlines and the Indian Defence Services. The corporation also enjoys
a dominant share of the bulk consumer business, including that of railways, state
transport undertakings, and industrial, agricultural and marine sectors.

R&D:
IOC's world–class R&D Centre is perhaps Asia's finest. Besides pioneering work in
lubricants formulation, refinery processes, pipeline transportation and alternative
fuels, the centre is also the nodal agency of the Indian hydrocarbon sector for
ushering in hydrogen fuel economy in the country. It has set up a commercial
Hydrogen–CNG station at an Indian Oil retail outlet in New Delhi this year. The centre
holds 214 active patents, including 113 international patents.

PETROL AND DIESEL STATIONS:

Exclusive XTRACARE petrol & diesel stations, unveiled in select urban and semi–
urban markets, offer a range of value–added services to enhance customer delight
and loyalty.
Large format Swagat brand outlets cater to highway motorists, with multiple facilities
such as food courts, first aid, rest rooms and dormitories, spare parts shops, etc.

E&P:
In E&P, Indian Oil has non–operator participating interest in seven oil and gas blocks
awarded under various NELP (New Exploration Licensing Policy) rounds and two
Coal Bed Methane (CBM) blocks in India, in consortium with other companies. In
addition, Indian Oil has two onshore type ‘S’ NELP blocks, with 100% participating
interest (PI) and sole operatorship.

OVERSEAS:
Overseas ventures of the corporation includes two blocks (86 and 102/4) in Sirte
Basin and Areas 95/96 in Ghadames basin of Libya, Farsi Exploration Block in Iran,
onshore farm–in arrangements in one block in Gabon, one on land block in Nigeria,
one deepwater offshore block in Timor–Leste and two onshore blocks in Yemen.

BIO-FUEL VALUE CHAIN:

The company has tied up with several players such as Adani Energy, Reliance Gas
Corporation, OIL and ONGC, etc., to set up joint ventures in various cities of India.
The corporation has also entered into franchise agreements with CGD players such
as Indraprastha Gas Ltd, Mahanagar Gas Limited, Adani Energy Limited, GEECL,
SITI Energy and GSPC Gas Limited to market CNG through its retail outlets

SUBSIDIARIES:
Indian Oil has set up subsidiaries in Sri Lanka, Mauritius and the United Arab
Emirates (UAE), and is simultaneously scouting for new business opportunities in the
energy markets of Asia and Africa.

VISION OF IOCL
A major diversified, transnational, integrated energy company, with national leadership and a
strong environment conscience, playing a national role in oil security & public distribution.
Major Divisions of IOCL:

IOCL

REFINERIES PIPELINES MARKETING R& D ASSAM OIL

BUSINESS MODEL OF IOCL:

PRODUCTS OFFERED BY IOCL
Indian Oil is not only the largest commercial enterprise in the country it is the
flagship corporate of the Indian Nation. Besides having a dominant market
share, Indian Oil is widely recognized as India’s dominant energy brand and
customers perceive Indian Oil as a reliable symbol for high quality products and
services. Major Products of IOCL are:

 Indane Gas
 Auto Gas
 Natural Gas
 Petrol/Gasoline
 Diesel/Gas oil
 ATF/Jet Fuel
 SERVO lubricants & greases
 Marine Fuels & Lubricants
 Kerosene
 Bulk/Industrial Fuels
 Bitumen
 Petrochemicals
 Special Products
 Crude Oil
SWOT ANALYSIS OF IOCL
STRENGTH:
1. IOCL is India's largest commercial enterprise with a strong brand name.
2. Indian Oil has petroleum products, fuels, lubricants, petrochemicals etc.
3. Operates many refineries in India.
4. Huge distribution network through retailing makes Indian Oil a popular brand
name.
5. Accounts for a majority share in the petroleum products market and substantial
share in refining capacity and downstream sector pipelines capacity in India.
6. IOCL has over 35,000 employees.
7. Loyalty programs like XTRAPOWER Fleet Card Program is aimed at Large
Fleet Operators.
8. IOCL's pipeline in India spans more than 11,000km making it one of the
largest globally.
9. Strong branding and marketing exercises through TVC, sponsorships, print,
online ads etc make Indian Oil a top brand.
WEAKNESS:
1. High competition from other oil companies means limited market share
growth.
2.Bureaucracy affects the operations of a government controlled company like
IOCL.
OPPORTUNITIES:
1. IOCL can tap on increasing demand and higher fuel/oil prices.
2. Increasing natural gas market for industries and transportation.
3. Global expansion with tie-ups with international oil companies.
4. Acquisition of smaller companies can further strengthen the position of IOCL.
THREATS:
1. Government regulations can slow down business.
2. High Competition means limited market share for IOCL.
3. NGOs and environment focused companies can be an obstacle in business.

PORTER’S FIVE FORCES

ANALYSIS
Porter five forces model is the one which helps in finding out the efficiency as
well as the productivity which are faced by many companies while they are in the
oligopolistic environment. The 3 major forces are from the horizontal
competition and the other two are from the vertical competition. Under the
horizontal factor forces that factor in are threat of new entrants, substitutes and
finally threat of existing players. Under vertical, bargaining power of buyers as
well as suppliers do arise. So, the porter’s five force analysis goes thus:

1. POWEROFSUPPLERS:-Due to the non-availability of sufficient fossil fuel

resources in India, energy suppliers in India are heavily dependent on import of
raw materials for energy production. So the petroleum industry in India is at the
mercy of importers (mainly OPEC). Suppliers enjoy a lot of power over fixing
prices to supply IOC and it in turn affects the selling price and profit of IOC.
These days situation has been changing, IOC is calling tenders from all the
suppliers (including non OPEC suppliers) and whoever bids to supply at lowest
price is considered for supplying raw materials to IOC. By calling tenders from
different suppliers top petro companies were .successful in reducing power of
suppliers over them.

2. POWER OF CUSTOMER: - Petroleum has 2 types of customers- industrial

buyers and individual buyers. Industrial buyers buy it from suppliers like IOC.
There are many suppliers for them BP, SHELL etc. these buyers from upstream
suppliers have an incentive to limit the supply and make profit. Industrial
consumers generally buy large quantities from suppliers and they have
considerable bargaining power as they have well established distribution
channels also and if they switch to another firm there is a huge loss to IOC or
such firm. For individual customers price matters a lot, because switching cost is
low they can always switch to a supplier who sells at lower cost. And
government intervention is high in some industries because of its share in them
and it pushes these industries to provide fuels at cheaper or subsidized costs and
it leads to heavy losses for firms. Overall buyers have good arguing power over
Oil industry firms.

3. THREAT OF EXISTING PLAYER:-In the oil industry the competition is

very fierce as the there is trading of commodities. And there is competition even
from the other industries also who supply chemicals and other fuel which acts as
substitute for the oil industry products. There is an estimation that the industry
would grow at around 4%. Just because it is a commodity market it gets
competitive advantage by giving products to public at lower cost. This can be
done by achieving efficiency in the productions and operations. Focusing on just
lubricants there has been distribution of market by various competitors. Gulf oil
has full acquired the buses segment, servo’s share consists of Lorries and trucks.
With regard to valvoline it has its market share from the drillers and other heavy
equipment users. And finally Castrol has targeted bike segment and high end
users. So, from the above scenario we can say that there is more rivalry among
existing players in this oil industry.

4. THREAT OF NEW ENTRANTS :- The factors that affect the newest

companies to enter oil and gas business are:

 Huge capital required. 


 National Oil Companies control more than 90% of the proven oil and gas
reserves. 

 Increase of the internal competition within the industry. 

 The big oil and gas companies can increase their R&D spending which will

 give them a boost regarding innovation and improve existing
technologies. This strategy will give them a competitive advantage over new
oil and gas companies which now enter the industry. Also, to mention that
this whole strategy of the big IOCs can force the new competitors to spend
more money 

 The big IOCs or as we call it Integrated Oil and Gas Companies which can
easy compete with new competitors due to economics of scale 

 Oil and Gas prices volatility 

 Oil and Gas Reserves usually located in war zones or geographical areas

 with geopolitical conflicts or political instability 

 National and international law restrictions which can affect the new entrance

 of a company in the oil and gas business. 


5. THREAT OF SUBSTITUTE OF PRODUCT:-The primary alternatives

sources to oil and gas for producing energy which used for electricity,
transportation, heating, etc. are:

 Nuclear Energy 

 Coal 

 Hydrogen 

 Biofuels and other renewables sources such as solar and wind
energy 
 These alternative sources of energy can replace a high
amount of hydrocarbons use in the global energy mix according to
their performance, quality and price of course. This strategy
requires a big amount of investments in R&D and producing
procedures, so the possibility for substitutes to dominate the global
energy mix until 2040 is very small. 


PRODUCTS MIX
Indian Oil is not only the largest commercial enterprise in the country it is the
flagship corporate of the Indian Nation. Besides having a dominant market
share, Indian Oil is widely recognized as India’s dominant energy brand and
customers perceive Indian Oil as a reliable symbol for high quality products and
services. Major Products of IOCL are:

 Indane Gas
 Auto Gas
 Natural Gas
 Petrol/Gasoline
 Diesel/Gas oil
 ATF/Jet Fuel
 SERVO lubricants & greases
 Marine Fuels & Lubricants
 Kerosene
 Bulk/Industrial Fuels
 Bitumen
 Petrochemicals
 Special Products
 Crude Oil

Indian Oil Corporation Limited is commonly referred to as IOCL.

It is a public company of Indian origins. IOCL is associated with
oil and gas industry and deals in the energy sector. The
company has been successful in meeting the demands put up
by India for energy. According to Global 500 listings, it ranks at
first position as Indian corporate and occupies a 161st position
in the world for the year 2016. The company was founded in the
year 1959 and is under the control of Government of India’s
Ministry of Petroleum and Natural Gas. 


PRODUCT IN THE MARKETING MIX OF IOCL:-Half of

petroleum products in India are credited to IOCL as it occupies a
major market share. It also has 35% share in refining capacity
and 71% in downstream-sector-pipelines in terms of capacity.
India has a total of twenty-three refineries and IOCL operates
and owns eleven of them.
IOCL’s product portfolio include

• PROPEL petrochemicals 


• XTRAMILE diesel 

• XTRAPREMIUM petrol 


• SERVO lubricants 


• Indane LPG cooking gas 


• Auto Gas 


• Natural Gas 


• Marine Lubricants and Fuels 


• Kerosene 


• Crude Oil 


• Cryogenics 


• Bitumen 


• Industrial fuel 
 IOCL offers lots of services including:- 


• Training 


• T echnology Licensing 


• Pipeline 


• Marketing 


• Refining 


• PLACE IN THE MARKETING MIX OF IOCL:- IOCL is a

powerful company with vested interests. It has nearly
twenty joint ventures with partners from reputed firm both
abroad and in India so that it could pursue a diversified
range of business interests. IOCL has subsidiaries in UAE,
Mauritius and Sri Lanka and it is looking for new
opportunities in energy sector across Africa and Asia. 
 Its
refineries are located at Paradip, Panipat, Mathura, Haldia,
Gujarat, Barauni, Bongaigaon, Guwahati and Digboi. It has
a strong distribution channel that includes a set-up of
45,000 customer-touch-points that helps in distribution of
petroleum products to every part of India through 25,000
diesel and petrol stations and amongst these 6,200 KSK
outlets located in the rural sector. More than 9,400 fully
automated fuel stations are situated in nearly fifty-five cities
providing products and services to its customers. IOCL
occupies 65% market share in an area like a bulk
consumer business and it has built 6,500 pumps to offer
operational services to large-volume consumers like state
transport, railways and defense services. This is possible
because of an extensive supplies channel that includes 91
bottling plants of LPG, 101 fuel stations for aviation and
129 depots and terminals for bulk storage. 


PRICE IN THE MARKETING MIX OF IOCL:- OCL has the

distinction of being the largest company in the commercial
sector with 103.99 billion rupees of net profit at the end of the
fiscal year 2015-16. Its revenues have been estimated at rupees
4.45 trillion at the end of the financial year 2015. IOCL is run on
the principal of profit-making and the revenues earned are
diverted towards Indian Exchequer.
Prices of consumer products are regulated and declared by the
Government of India and every oil company has to follow them
in accordance with state rules. IOCL has to adopt the price
regulations set by the ministry and there is very less difference
between price margins of its competitors.
PROMOTION IN THE MARKETING MIX OF IOCL:-

IOCL as the most valued and trusted brand occupies the fifth
position in India according to a survey conducted by The
Economic Times in the year 2010. It was also ranked at 243rd
position in the year 2011 by Forbes Global 2000. The company
has organized XTRAPOWER Fleet Card Program, a loyalty
program for large fleet operators. Its other important loyalty
programs include Rural Card, XTRAREWARDS and Easy Fuel.
It has a strong workforce that includes 34,659 employees to
provide best possible services. IOCL realizes the impact of a
good promotional plan and offers periodic incentives to maintain
its customer base. It has also taken help of advertising tools to
market its consumer products and these include hoardings and
ads in television to increase its brand visibility.
RESEARCH AND METHODOLOGY
DATA COLLECTION METHOD

Types Of Data And Data Collection:

Data that I have received for making the project is a combination of both
primary and secondary data.

Primary data:

The data collected through questionnaire based survey from the customers of
Ranchi and nearby region. The name of the retail outlets of Indian Oil from
where these data are collected are

 Indraprastha outlet, Birsa chowk, ranchi

 Pankaj filling station, kandri mandar ranchi
 Vaishnavi fuels, chati, ratu
 N.b. petroleum, ratu
 Hiramani fuels, Ring road simliya
 Aweshi fuels, thakurgaon, road ratu

Secondary Data:

 Company’s annual reports.

 Company’s journals and magazines.
 Company’s website.
 Company’s leaflets.
 Company’s pamphlets.
 Products and sales report.

Sampling Plan:

The sample size of customers is 350 of Ranchi and nearby region. The
respondents are chosen through survey sampling universe elements are
chosen individually rather than in group.
Analysing the various factors a survey was conducted with a total of 350 responses.

The various findings and their interpretations are as follows:

QUESTIONNAIRE
QUESTIONNAIRE

Customer Feedback at Retail Outlet of INDIAN OIL COORPORATION LIMITED under Ranchi DO

Name - Mr. / Ms. _________________________ Contact no.-_____________________ Vehicle No.-_________________________

Type of Vehicle- Scooter / Bike/ Auto /Car /Any other_______________

FROM THE LIST BELOW TELL US HOW SATISFIED YOU ARE WITH THE SERVICES YOU RECEIVE . PLEASE TICK THE GIVEN OPTION AS PER
YOUR CHOICE.

1. Reasons you consider while going to retail outlet?

A. Nearest outlet B. Quality/ quantity of fuel c. Brand and Speedy Services D. Facilities and Services

2. Which company do you prefer more?

A. BPCL B. IOCL C. HPCL D. Don’t Matter

3. What makes you a repeat customer at retail outlet?

A. Good service B. Cleanliness and Spacious RO C. Quality /Quantity of fuel D. Available Facilities

4. How are you treated at any retail outlet?

A. Excellent B. Good C. Average D. Below Average

5. Are you satisfied with the staff behaviour and response?

A. Very Satisfied B. Satisfied C. Unsatisfied D. Very Unsatisfied

6. Dealer/Retail Outlet staffs informed you about the fleet card, Point Card etc programme and its benefit?

A. Always B. Sometimes C. Very Rare D. Never

7. Do you hold any fuel retailing card?

A. Yes B. No

If yes,
Are you satisfied with the card programme?

A. Yes B. No

8. Are you using the facilities other than fuel in retail outlet like ATM, Air filling, toilets, tyres, etc.

A. No B. Very rarely C. Sometimes D. Mostly

9. What do you prefer for payment?

A. Cash B. Debit Card C. Credit card D. E-Wallet

10. Are you happy with our service?

A. Yes B. No

If Yes, why?________________________________________________________________________________________

If No, why?_________________________________________________________________________

FACTOR ANALYSIS
The data obtained from questionnaire and observations were summed up.

Quantitative analysis was carried out for each of the questions asked.
Percentage distributions of absolute values were also done.

The results are represented by pie charts for further understanding. Next
followed Qualitative analysis, which was derived out of the quantified results.
This was also done with the help of observations, experts’ view, etc. and finally
conclusions and recommendation are made for further betterment of the
company.

Pilot survey- I collected information by asking a set of questions in a proper

sequence in a questionnaire to a sample of individuals drawn so as to represent
the whole population.
DATA VISUALISATION
1) Reasons you consider while going outlet

2) Which company do you prefer more?

3) What makes you repeat customer at retail outlet?

4) How are you treated at any retail outlet?

5) Are you satisfied with the staff behaviour and response?

6)
7)

8)
9)

10)
OBSERVATIONS AND FINDINGS:

1) It is found that 85% of customers consider nearest outlet

,12%considered quality/quantity of fuel,2% facilities and
services and 1%brand and speedy services.

2) 94% customers prefer IOCL,5% does not prefer any

company, 1%BPCL.

3) 79% people consider good service,6% cleanliness &

spacious RO, 13% quality/quantity of fuel, 2%available facilities.

4)78% customers are treated excellent at retail outlet, 18%

customers are treated good, 3% customers are treated average
and 1%below average.

5)12% are very satisfied with the staff behavior,86% satisfied,

2%unsatisfied and 0%very unsatisfied.

6) 8% customers are always informed about the fleet card, point

card etc. programme by the outlet staff, 44%sometimes,
38%very rare,10%never.

7) 15% customers hold any fuel retailing card and 85%

customers does not hold any.

8)65%customers very rarely use the facility other than fuel in

retail outlets like ATM, Air Filling, Toilets, Tyre pressure,
15%sometimes, 18% no, 2%mostly.
9)75% customers prefer cash for the payment, 22%debit card,
2%credit card, 1%E- wallet.
10) 97% customers are happy with retail outlet service and 3%
consumers are not happy.

CONCLUSION:

Today, the majority of the people are using the facilities which are
provided at retail outlet like ATM, Xtra power fleetcard,
XtraRewards card, cashless payment etc. Petroleum corporations
are introducing varieties of schemes to attract the people as well as
to fulfil the expectations of the people towards fuel consumption.
Retail outlets are developed more and parking spaces are given
more priority. Non-fuelling activities are preferred by the customers
as it impacts their decisions for fuel purchase. It makes more
competition among the petroleum corporation to retain the
consumers and to be a leader in the market.
REFRENCES
 https://www.iocl.com/
 https://www.iocl.com/AboutUs/PetrolDieselStations.aspx
 Visits at retail outlet
 Organisations magazines,leaflets,
 pamphlets

THANK YOU!!_________