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Transcript of thesis WHAT MOTIVATE TRUCK OWNERS DRIVERS TO FILL BUY DIESEL FROM A PARTICULAR RETAIL OUTLET1
''WHAT MOTIVATE TRUCK OWNERS/DRIVERS TO FILL/BUY DIESEL FROM A PARTICULAR
RETAIL OUTLET''
DISSERTATION
Submitted in the partial fulfillment of the requirement
for the award of the degree
OF
MASTER OF BUSINESS ADMINISTRATION
Submitted by:
Prakash Kumar Jha
UNDER THE GUIDANCE OF:
Internal Guide: Mr. Kuldeep Kaul
External guide: Mr.Suman Kumar
BLS INSTITUTE OF MANAGEMENTMOHAN NAGAR, GHAZIABAD
CONTENTS
1. SYNOPSIS
2. INTRODUCTION
3 COMPANY PROFILE
4. OBJECTIVE OF THE RESEARCH
5. RESEARCH METHODOLOGY
- SAMPLE
- INSTRUMENT USED
- METHOD OF DATA COLLECTION
6. DATA ANALYSIS
7. INTERPRETATION
8. SUGGESTIONS AND LIMITATIONS
9. BIBLIOGRAPHY
ACKNOWLEDGEMENT
I want to take privilege to thanks those persons to whom whenever I approached for
help they have given me their valuable time. First, I want to give thanks to Mr.
SANJAY PARASHAR SIR (HRD HEAD) who allows me to doing Summer Training
in INDIAN OIL COMPANY.I am thanks to Mr. Suman Kumar sir (manager, retail)
whom under I Doing this project .He gives me full support and time between there
busy schedules. I want to thanks Mr. Ranjit Singh (Manager, coco outlet Nehru place)
and Mr. Raj Kamal (asst. manager, coco jangapura) who give me all Knowledge that
how working takes place on retail outlet.
I would especially thanks to Truck owners/Drivers whom I interviewed without their
support; it is very difficult to conduct survey.
Prakash Kumar Jha
SYNOPSIS
TITLE
"TO FIND OUT WHAT MOTIVATES THE TRUCK OWNERS AND
DRIVERS TO BUY DIESEL FROM A PARTICULAR RETAIL OUTLET".
OBJECTIVE OF THE PROJECT
"TO FIND OUT WHAT MOTIVATES THE TRUCK OWNERS AND DRIVERS
TO BUY DIESEL FROM A PARTICULAR RETAIL OUTLET".
The main stress on how petrol pumps attract more ''truck-drivres'' to a particular retail
outlet and what their likings, what they want on outlets, what other facilities he wants,
so that he should be a regular customer and what are the main facilities which
provides by the retail outlet.
RESEARCH METHODOLOGY
1. Research design: - it is the framework, which provides guidelines for the research
process.
How the data would be collected?
Which instruments used for data collection?
2. Data collection method
Through survey's - we can gather a wide range of valuable information
on behaviour of the consumer, attitudes, motives and opinions, liking.
Through questionnaire - first I make questionnaire on this topic which
gives help to conduct survey very effectively, and easily understand by the
truck drivers /owners.
Through personal interview - I interviewed around 50 truck owners and
150 truck drivers in Delhi city.
COMPANY PROFILE
Indian oil corporation limited is the largest commercials undertaking in India and is
the only Indian company in fortune 's ''global 500'' listing with a ranking of 191 by
sales turnover as India's flagship national oil company, Indian oil accounts for 56%
petroleum products market share, 42% national refining capacity and over 60%
downstream pipeline throughput capacity.
Indian oil controls 10 of India's 18 refineries with a current combined rated capacity
of 49.80 million metric tonnes per annum (mmtpa). These include subsidiaries-
Chennai petroleum corporation limited and bongaigaon refinery and petrochemicals
limited. Indian oil owns and operates the country's largest network of cross-country
crude oil and product pipelines of 7,575 km, with a combined capacity of 56.85
mmtpa.
Indian oil's countrywide network of over 22,000 sales points is backed for supplies by
its extensive, well spread out marketing infrastructure comprising 167 bulk storage
terminals, installations and depots, 94 aviation fuel stations and 87 lpg bottling plants.
IOC intends to merge its subsidiary, IBP co. ltd., a stand-alone marketing company
with nationwide retail network of over 3000 sales points.
VISION
A major diversified, transnational, integrated energy company, with national
leadership and a strong environment conscience, playing a national role in oil
security& public distribution.
MISSION
To achieve international standards of excellence in all aspects of energy and
diversified business with focus on customer delight through value of products
and services, and cost reduction.
To maximize creation of wealth, value and satisfaction for the stakeholders.
To attain leadership in developing, adopting and assimilating state-of- the-art
technology for competitive advantage.
To provide technology and services through sustained Research and
Development.
To foster a culture of participation and innovation for employee growth and
contribution.
To cultivate high standards of business ethics and Total Quality Management
for a strong corporate identity and brand equity.
To help enrich the quality of life of the community and preserve ecological
balance and heritage through a strong environment conscience.
COMPANY OBJECTIVE
To serve the national interests in the oil and related sectors in accordance and
consistent with Government policies.
To ensure and maintain continuous and smooth supplies of petroleum products
by way of crude refining, transportation and marketing activities and to
provide appropriate assistance to the consumer to conserve and use petroleum
products efficiently.
To earn a reasonable rate of interest on investment.
To work towards the achievement of self-sufficiency in the field of oil refining
by setting up adequate capacity and to build up expertise in lying of crude and
petroleum product pipelines.
To create a strong research and development base in the field of oil refining
and stimulate the development of new product formulations with a view to
minimize/eliminate their imports and to have next generation products.
To maximize utilization of the existing facilities in order to improve efficiency
and increase productivity.
To optimize utilization of its refining capacity and maximize distillate yield
from refining of crude to minimize foreign exchange outgo.
To minimize fuel consumption in refineries and stock losses in marketing
operations to effect energy conservation.
To minimize fuel consumption in refineries and stock losses in marketing
operations to effect energy conservation.
To further enhance distribution network for providing assured service to
customers throughout the country through expansion of reseller network as per
Marketing Plan/Government approval.
To avail of all viable opportunities, both national and global, arising out of the
liberalisation policies being pursued by the Government of India.
To achieve higher growth through integration, mergers, acquisitions and
diversification by harnessing new business opportunities like petrochemicals,
power, lube business, consultancy abroad and exploration & production.
OBLIGATION
Towards the customers and dealers
To provide prompt, courteous and efficient service and quality products at fair and
reasonable prices.
Towards suppliers
To ensure prompt dealings with integrity, impartiality and courtesy and promote
ancillary industries.
Towards employees
Develop their capability and advancement through appropriate training and career
planning.
Expeditious redressal of grievances
Fair dealings with recognized representatives of employees in pursuance of healthy
trade union practice and sound personnel policies.
Towards community
To develop techno-economically viable and environment-friendly products for the
benefit of the people.
To encourage progressive indigenous manufacture of products and materials so as to
substitute imports.
To ensure safety in operations and highest standards of environment protection in its
manufacturing plants and townships by taking suitable and effective measures.
Towards Defence Services
To maintain adequate supplies to Defence Services during normal and emergency
situations as per their requirement at different locations.
Financial Objectives
To ensure adequate return on the capital employed and maintain a reasonable annual
Dividend on its equity capital.
To ensure maximum economy in expenditure.
To manage and operate the facilities in an efficient manner so as to generate adequate
internal resources to meet revenue cost and requirements for project investment,
without budgetary support.
To develop long-term corporate plans to provide for adequate growth of the activities
of the Corporation.
To endeavour to reduce the cost of production of petroleum products by means of
systematic cost control measures.
To endeavour to complete all planned projects within the stipulated time and cost
estimates.
THE MARKETING NETWORK
IndianOil's Marketing Network is spread throughout the country with over
22,000 sales points (the largest in the country). These include petrol / diesel
stations, consumer outlets, lube distributors, SERVO SHOPS, SKO/LDO
dealers, LPG distributors, etc. The Regional offices look after the North, East,
West and Southern Regions of India, and Assam Oil Division supplements
operations in the NorthEast. A number of State Level, Divisional and Indane
Area offices have been established in each Region.
Petroleum products are essential inputs to the industrial, transportation,
commercial and household sectors. Our marketing share is about 53.2%
among oil Public Sector undertakings in India.
The extensive network of sales points is made of:
Unit
Number
/
Quantity
Divisional Offices 44
LPG Area Offices 35
State Offices 15
Terminals and Depots 167
Aviation Fuel Stations 94
Total Product Tankage68.89
Lakh kl.
LPG (Indane) Bottling Plants 87
LPG Bottling Capacity
3654
Tonnes
p.a.
Petrol / Diesel Stations 9138
SKO/LDO Dealers 3521
Indane Distributors 4337
SERVO Stockists 204
Bulk Consumer Outlets 4858
Towns with Indane 2064
Indane Customers 349 Lakh
(Above figures as on 1.4.2004)
The Marketing Mantra for IndianOil is to continuously provide the best
products and services at the most reasonable cost. The "New Look" petrol /
diesel service stations selectively have "ConveniO" shopping stores, snap
services, quick Lube change, automatic car wash and multi-product
dispensing pumps. To facilitate easy transaction, many of our stations accept
major credit cards. In fact, IndianOil and Citibank have launched a special co-
brand card, the "IndianOil Citibank Card" which is not only accepted at
IndianOil petrol stations but at many restaurants, shops, airlines, etc. Also,
IndianOil's tie-up with Coca-Cola ensures that select petrol stations stock and
dispense "Coke" - thus quenching the thirst of the vehicles and the motorists!
A new concept of "Jubilee Retail Outlets" has also been launched to set up
petrol / diesel stations on highways with comprehensive value added facilities
for various customer segments, namely truckers, farmers, tourists and
passenger transport. These include motels, restaurants, parking lots,
weighbridges, sale of tyres, batteries, acessories, agricultural machinery
repairs and recreational facilities provided selectively. The first such retail
outlet was commissioned at Ongole, District Prakasam, Andhra Pradesh in
August 1998.
IndianOil's "INDANE LPG" is being marketed in as many as 2064 towns with
a customer population of 349 lakh served by a network of 4120 distributors -
one of the largest networks in the world.
SERVO ® lubricant range is the largest selling lubricant brand in India.
IndianOil's Aviation Service continues to be the market leader in the aviation
fuel business with a market share of nearly 67.7%. IndianOil was the first to
introduce Hydrant Refueling System in India. IndianOil is also bunkering all
types of marine fuels and lubricants required by the Shipping Industry in India
IndianOil rises in Fortune 500 list
New Delhi, July 15, 2004
In a significant manifestation of its continued growth, IndianOil has improved its
position for the second consecutive year in the list of 500 top companies
worldwide compiled by prestigious Fortune magazine. IndianOil occupies the
189th position in fiscal 2003 which is slight improvement over last year when it
occupied 191st position.
BPCL, HPCL and Reliance have finally managed to make it to the hallowed list
occupying the 450th, 462nd and 482nd positions.
IndianOil's revenue, the magazine said, has increased by 12.5 per cent since
2002 and profits at US$ 1,631 million are up by 19.9 per cent. IndianOil's assets
have been estimated by the magazine at 13,956.6 million dollars.
CORPORATE
IndianOil, the largest commercial enterprise of India (by sales turnover), is
India’s sole representative in Fortune's prestigious listing of the world's 500
largest corporations, ranked 191 for the year 2003, based on fiscal 2002
performance. It is also the 17th largest petroleum company in the world.
IndianOil ranks at 325 in the latest Forbes’ International listing of 'Global 500'
largest public companies. It is also the 17th largest petroleum company in the
world. IndianOil has been adjudged First in petroleum trading listing among
the 15 national oil companies in the Asia-Pacific region. Apart from the
"Global 500", Forbes has also come up with their latest list "Forbes 2000",
where IndianOil is placed at 243rd, and at the top of the 27 Indian firms listed.
India’s Flagship National Oil Company
Beginning in 1959 as Indian Oil Company Ltd, Indian Oil Corporation Ltd. was
formed in 1964 with the merger of Indian Refineries Ltd. (Estd 1958).
As India's flagship national oil company, IndianOil accounts for 56%
petroleum products market share, 42% national refining capacity and 67%
downstream pipeline throughput capacity.
To maintain strategic edge in the market place, IndianOil has planned
investments to the tune of Rs. 24,400 crore during the X Plan period (2002-
07), mainly in refining and pipeline capacity expansions, product quality up
gradation, retail operations and diversification projects.
ACADEMY COMPANY
Indian Oil is an "academy" company with a score of full-fledged training
centers across the country building competency, confidence and capability to
face the challenges of the market place. Among these, the Indian Oil Institute
of Petroleum Management at Gurgaon, the Indian Oil Management Center for
Learning at Mumbai, and the Indian Oil Management Academy at Haldia have
emerged as world-class training and management academies.
REFINING
IndianOil controls 10 of India's 18
refineries - at Digboi, Guwahati,
Barauni, Koyali, Haldia, Mathura,
Panipat, Chennai, Narimanam and
Bongaigaon - with a current combined
rated capacity of 49.30 million metric
tonnes per annum (MMTPA) or 990
thousand barrels per day (bpd).
< IndianOil accounts for 42% of India's
total refining capacity.
Pipelines
IndianOil owns and operates India's
largest network of cross-country
crude oil and product pipelines of
7,575 km, with a combined capacity
of 56.85 MMTPA. IndianOil also
operates two Single Buoy Mooring
systems in the high seas off Vadinar
coast in the Gulf of Kutch for receipt
of crude oil.
< IndianOil owns & operates 67% of
India's downstream pipeline
throughput capacity.
MARKETING
IndianOil's countrywide network of
over 21,000 retail sales points is
backed for supplies by its extensive,
well spread out marketing
infrastructure comprising 169 bulk
storage terminals, installations and
depots, 93 aviation fuel stations and
79 LPG bottling plants. Its subsidiary,
IBP Co. Ltd, is a stand-alone
marketing company with a nationwide
retail network of over 2500 sales
points.
< IndianOil caters to over 53% of
India's petroleum consumption.
COMPANIES GENERAL INFORMTION
IndianOil touches every customer's heart by keeping the vital oil supply line
operating relentlessly in the nooks and corners of India. IndianOil's vast
distribution network of over 21,000 sales points ensures that essential
petroleum products reach the customer at the "right place and the right time".
Our marketing share is 53.2% among oil public sector undertakings in India.
With sales of 47.56 MMT of petroleum products in fiscal 2002, IndianOil
serves millions of customers everyday - big or small - with equal zeal and
care; with focus on upgrading petrol and diesel stations to international
standards by providing additional facilities and value-added services.
IndianOil reaches Indane cooking gas to the doorsteps of 35 million
households in over 2,000 markets through the country's largest network of
over 4,100 distributors.
The country's leading SERVO brand lubricants from IndianOil, with over 42%
market share and 450 grades, are sold through 8,000 retail outlets, besides a
countrywide network of bazaar traders.
IndianOil's ISO-9002 certified Aviation Service, with 68% market share,
meets the fuel and lubricants needs of domestic and international flag
carriers, Defence Services and private aircraft operators. Between one
sunrise and the next, IndianOil refuels over 900 aircrafts. In fact, the refueling
never stops and neither does our customer service, which is round the clock.
IndianOil Aviation Service, the leader in the aviation fuels business in the
country, has launched a unique initiative for customers on the Internet.
RESEARCH & DEVELOPMENT
IndianOil's world-class R&D Centre has won recognition for its pioneering
work in lubricants formulation, refinery processes, pipeline transportation and
bio-fuels. It has developed over 2,100 formulations of SERVO brand
lubricants and greases for virtually all conceivable applications – automotive,
railroad, industrial and marine – meeting stringent international standards and
bearing the stamp of approval of all major original equipment manufacturers.
The Centre has to its credit over 90 national and international patents. The
Centre has recently incorporated a subsidiary company for commercialising
its innovations and technologies.
The wide range of SERVO brand lubricants, greases, coolants and brake
fluids meet stringent international standards and bear the stamp of approval of
all major original equipment manufacturers. The Centre has to its credit over
60 national and international patents, including 5 from US.
DIESEL FUEL (HSD/LDO)
DEFINITION
A diesel fuel is any fuel suitable for burning in diesel or compression ignition
engines. Petroleum diesel fuels may be distillates or blends of distillates and
residual fuels.
In a compression ignition engine, air alone is drawn into cylinder and
compressed until it is very hot (about 500 deg C). At this stage, finely
atomized fuel is injected at a very high pressure, which is ignited by the heat
of compression and hence the term compression ignition (C.I.). A spark
ignition engine on the other hand, relies upon a carburetor to supply into the
cylinder a mixture of gasoline vapour and air, which after compression, is
ignited by a spark.
The average compression ratio of a diesel engine is much higher (about
15:1) than that of a gasoline engine (about 8:1) and this is the reason for the
higher thermal efficiency of the diesel engine (about 33% as compared to
about 25% of the gasoline engine) which makes for economy in operation.
NOMENCLATURE
Two main grades of diesel fuel are marketed in India, High Speed Diesel
(HSD) and Light diesel oil (LDO). The former is a 100% distillate fuel while
the latter is a blend of distillate fuel with a small proportion of residual fuel.
END USE
HSD is normally used as a fuel for high speed diesel engines operating
above 750 rpm i.e. buses, lorries, generating sets, locomotives, pumping
sets etc. Gas turbine requiring distillate fuels normally make use of HSD as
fuel. LDO is used for diesel engines, generally of the stationery type
operating below 750 rpm
IGNITION QUALITY
When fuel is injected into the combustion chamber of a diesel engine, ignition
does not occur immediately. The interval between the commencement of fuel
injection and the commencement of combustion is known as the " ignition
delay" and is a measure of the ignition quality of the fuel. This delay period
depends on the nature of the fuel, the engine design, and on the operating
conditions. If the delay is too long, the engine may be hard to start and when
the accumulated fuel does ignite, the rate of pressure rise may be so great
that it causes roughness or diesel knock. The effects of diesel knock are
similar to the effects of knocking in gasoline engines, viz. loss of efficiency
and power output and a possibility of mechanical damage to the engine if the
knocking is prolonged.
CETANE NUMBER
The most accurate method of assessing the ignition quality of a diesel fuel is
by measuring its cetane number in a test engine, the higher the cetane
number the higher the ignition quality. The cetane number of a fuel is defined
as the percentage of cetane,arbitrarilygiven a cetane number of 100, in a
blend with
alphamethyl-naphthaline (cetane number -0 ), which is equivalent in ignition
quality to that of the test fuel.
VISCOSITY
Defined simply, viscosity means resistance to flow or movement. In metric
system, centistoke is the unit for its measurement. It is function of time taken
in seconds for a given volume of oil to flow through a calibrated viscometer
under specified conditions. Viscosity depends on temperature and decreases
as the temperature increases, so no numerical value has any meaning
unless the temperature is specified.
CARBON RESIDUE
Different fuels have different tendencies to crack and leave carbon deposits
when heated under similar conditions. This property is normally measured by
the Conradson or the Ramsbottom coke tests. In these tests, a sample of the
fuel is heated without contact with air under specified conditions and the
weight of carbon residue remaining after the test is expressed as a
percentage of the weight of the sample.
SPREADING WINGS
Besides this, Indian oil is strengthening its existing overseas marketing
ventures and simultaneously scouting new opportunities for marketing and
export of petroleum products in foreign markets. Two wholly owned
subsidiaries are already operational in srilanka and mauritius, and regional
offices at dubai and kula-lumpur are coordinating expansion of business
activities in middle east and south east asia regions.
The corporation has launched eleven joint ventures in partnership with some
of the most respected corporate from india and abroad--lubrizol, nycos, elf,
perons, oiltanking gmbh, marubeni, mitsubishi, to name a few. servo
lubricants are being exported to dubai, nepal, bhutan, kuwait, malaysia,
bahrain, indonesia, srilanka, kyrgyztan, mauritius, bangladesh, etc.
Indian oil's has sincere commitment to quality, safety, health and environment
is reflected in the series of national and international certifications and awards
earned over the years.
OBJECTIVE OF THE RESEARCH
"TO FIND OUT WHAT MOTIVATES THE TRUCK OWNERS
AND DRIVERS TO BUY DIESEL FROM A PARTICULAR
RETAIL OUTLET".
The main stress on how petrol pumps attract more ''truck-drivres'' to a particular retail
outlet and what their likings, what they want on outlets, what other facilities he wants,
so that he should be a regular customer and what are the main facilities which
provides by the retail outlet.
RESEARCH METHODOLOGY
1. Sample - 200
2. Research design: - it is the framework, which provides guidelines for the research
process.
How the data would be collected?
Which instruments used for data collection?
3. Method of data collection
Through survey's - we can gather a wide range of valuable information
on behaviour of the consumer, attitudes, motives and opinions, liking.
Through questionnaire - first I make questionnaire on this topic which
gives help to conduct survey very effectively, and easily understand by the
truck drivers /owners.
Through personal interview - I interviewed around 50 truck owners and
150 truck drivers in Delhi city.
MARKETING RESEARCH
Marketing research is a systematic and objective process of identifying and
formulating the marketing problems, setting research objectives and methods for
collecting, editing, coding, tabulating, valuating, analyzing, interpreting and
presentation data in order to find justified solutions for these problems.
USES OF RESEARCH TO HELP MARKETING MANAGEMENT
TO MAKE DECISIONS.
1. Research to make target decisions.
Who are our target customers?
Should we aim our promotion at more than one target market?
Is the size of our target market likely to increase,decrease,or remain the
same in the near future/
2. Research to make advertising decisions
What kind of advertiisng appeal, slogon,and copy should we use?
What media should we use?how should we allocate our advertising
budget among the various media?
How effective is our advertising programme in selling our products?
3. Research to make product decisions
What modifications should be made to extend life cycle of exisiting
products?
What products should we add or delete from our product line?
Should we expand, contract,or maintain our existing product line
4. Research to make business and economic decisions
What is the projected short-term,mid-term and long-term demand for our
products?
Should we lease or own our real estate locations?
How much money should be allocated to new product development?
WHAT MOTIVATES THE TRUCK OWNER/DRIVER TO
BUY/FILL DIESEL FROM A PARTICULAR RETAIL OUTLET?
QUESTIONNAIRE
1. DO YOU FILL YOUR DIESEL TANK FROM A PARITICULAR RETAIL
OUTLET?
(A) YES (B) NO
2. WHAT MOTIVATES/FORCE TO FILL TANK FROM PARTICULAR
OUTLET ?
(A) RIGHT QUALITY & QUANTITY
(B) ATTENDANTS ATTITUDE
(C) OTHER SERVICES (WATER, FOOD, ETC.)
(D) ABOVE ALL
3. DO YOU PREFER CARD (LIKE FLEET CARD) SYSEM ?
(A) YES (B) NO (C) CAN'T SAY
4. IF ANY COMPANY OUTLET, GIVES YOU SPECIAL OFFERS, CAN YOU GO
TO THAT OUTLET REGULARY ?
(A) YES (B) NO (C) CAN'T SAY
5. WHAT FACILITIES YOU WANT ON RETAIL OUTLET ?
6. CAN YOU DIFFERENTIATE BETWEEN DIFFERENT COMPANIES OUTLET
(IOC, BHARAT, HP) ?
(A) YES (B) NO (C) CAN'T SAY
DATA ANALYSIS
OUT OF 50 TRUCK OWNERS AND 150 TRUCK DRIVERS
THEIR WANTS AND THEIR PREFERENCE
FACTORS TRUCKS OWNERS WANTS (in
%)
TRUCKS DRIVERS
WANTS (in %)
RIGHT QUALITY & QUANTITY 100 100
GOOD ATTITUDE OF
ATTENDANTS
NOT CONCERNED 90
OTHER FACILITIES
i) WATER
ii) FOOD
iii) AIRPRESSURE
iv) TYRE
v) PUNCTURE
vi) TOILET
vii) TELEPHONE
viii) PROPER SPACE
NOT
CONCERED
100
AREAS VISITS IN DELHI CITY
PLACES VISITS
TOTAL NO.
TRUCK
DRIVERS
SURVEYE
D
TOTAL
NO.TRUCK
OWNERS
SURVEYED
MAYAPURI (JUNK MKT.) 25 5
NARAINA IND.AREA 15 5
OKHLA PHASE-I 10 4
OKHLA PHASE-I 5 0
OKHLA MANDI 25 8
SAHIBABAD (BORDER) 20 10
PUNJABI BAGH 18 10
SAHDIPUR DEPOT 5 0
PATEL NAGAR 2 0
LOHA MANDI 20 5
KIRTI NAGAR 5 3
INTERPRETATION
TRUCK OWNERS WANTS :
1. They want right quality & quantity of diesel .(100% demand)
2. They want some special schemes (coupons, prizes,etc.) .so they benefit from the
dealers.(100% demand)
3. Some wants diesel on credit.(app. 50%)
TRUCK DRIVERS WANTS : -
1. They want right quality & quantity of diesel. (100% demand)
2. They want good attitude of attendants
Diesel pumps. (100 demand)
2. They want various facilities on retail outlet (air/pressure, puncture, water,
Telephone, toilet etc. (100% demand)
3. They want special discount on every purchase from particular outlet.
LIMITATION
1.The truck owners/drivers not fill questionnaire by there own hand only they give
answers what I ask.
2. Truck owners not give good response as compare
To Truck Drivers. They did not want to fill questionnaire.
3. Some Truck drivers not sure or not interested to give
Answers of the questionnaire. Mostly are illiterate
Therefore, they not want to comment more.
4. Some Truck drivers/owners feel insecure, they feel
Indian oil company takes some action on them.
CONCLUSION
AS THE GIVEN TOPIC I FIND OUT VARIOUS POINTS WHILE
DOING SURVEY IN THE FIELD THAT AS FOLLOWS: -
1.as I survey's 50 truck owner's and 150 truck drivers they all
wants right quantity and good quality of diesel for their vechiles.
2.atttendents on petrol pumps should behave or manners
respectfully.
3.card system is o.k for giving some discounts, on every
purchase of diesel from particular outlet.
4.coupon system, lottery system is very good to motivates the
truck drivers and truck owners.
5.various facilities on petrol pumps is must for e.g.-drinking
water, air-pressure equipment, puncture facilities, toilets, std,
proper space to stand the truck etc.
Therefore, I conclude that these are the main points on which
petrol pumps must focus to increase there sales.
Suggestions
1.regular checking of quality of diesel on petrol pumps and checking of filling
machines so they operate properly.
2.regular checking of attendants (who are filling diesel) that they giving right quantity
to customers.
3.talking to customers on regular basis that they all satisfied with services or takes
suggestion from him.
4.gives the prizes those who are regular customers.
5.discounts on products.
INDIAN OIL SERVICES ON RETAIL OUTLET
Early anticipation of the future needs of the customer is the secret of
IndianOil's success in retail marketing. Periodic market research and in-depth
focus studies help the Corporation gauge the changing customer choices and
future market expectation. With over 8,000 petrol and diesel stations spread
throughout the country, and an additional 2000 of subsidiary company, IBP
Co. Ltd., IndianOil commands a dominant market share in the petroleum retail
segment in India.IndianOil has over 53.2% market share of the petroleum
consumption in India.
In fact, it was the first company to recognise petrol and diesel stations as a
"Key People Interface". Way back in the 1970s, IndianOil introduced Multi
Purpose Distribution Centres (MPDCs) in select rural and semi-urban
markets, which, apart from selling petroleum products, were dispensing
medicines, farm equipment and other essential daily-use commodities. Today,
it has gone a step further by opening Convenio Stores in urban markets
dispensing a variety of consumer items.
VISUAL IDENTITY
IndianOil first anticipated customer needs in urban areas for better, cleaner
and well-designed petrol stations almost a decade ago. IndianOil was also the
first to develop a comprehensive Retail Visual Identity programme to re-
orient the design and standards of our petrol and diesel stations. IndianOil
developed its strategy, marking the entry of color-coded canopies, multi-
product dispensing pumps, concrete driveways, digital air towers, cyber cafes,
automated teller machines, auto-car washes, etc., all of which later became
industry norms. The addition of world class infrastructure facilities in
IndianOil's marketing network has had a significant impact on its market share
in the petroleum retail sales category.
Q & Q CONCEPTS
IndianOil's retail marketing initiatives are oriented around two simple concepts
- Quality and Quantity. The concept of testing the product before buying at the
IndianOil retail stations has few parallels in the petroleum industry. The
Corporation's focus has been to segmentise market needs, as the
requirements in urban and semi-urban areas is quite different from the
highway market where the Corporation has a very strong presence. Recently,
IndianOil launched a novel 'Check-and-Win' campaign in 49 major cities and
towns, whereby motorists win prizes for checking the quality of fuel at ROs.
About 2.62 lakh customers have already carried out checks across 12 cities.
TOP GEAR
For IndianOil, the time spent by a customer at its outlet is valuable.
It is, therefore, the Corporation's responsibility to convert this time
into "quality time" for the customer. Quick delivery of fuel and fast
payment transactions add value to customers' time.
IndianOil has commissioned "Top Gear" in Mumbai as a state-of-
the-art petrol station with multiple associated facilities. Top Gear is
tailor-made to provide 'fill-and-fly' service to the Mumbai motorists
who battle 'time' in their daily lives. With facilities like multi-product
dispensing pumps, auto carwashes, Convenio stores,
SERVOShops, digital air towers, bank ATM, customer lounge, art
gallery, computerized online billing system, help desk and cyber
cafe, etc., Top Gear symbolizes the cutting edge of petroleum
retail marketing.
Jubilee outlet
The ever-changing trends in highway traffic and the increase in the number of
automobiles plying on trunk routes set IndianOil to commission a completely
new range of facilities to meet the demands of this vital segment of our
business. In 1997, IndianOil commissioned the country's first Jubilee Retail
Outlet in Ongole, Andhra Pradesh, in what was a revolutionary step in
petroleum retail marketing in the populous and prosperous rural hinterlands
and National Highways. The Jubilee RO concept, introduced on the occasion
of the Golden Jubilee celebrations of India's independence, has been a major
success in the history of Petroleum Retailing. Today, IndianOil has as many
as 80 Jubilee outlets spread across the country.
Each Jubilee outlet, built on a sprawling four acre area, has dozens of fuel
islands, Convenio stores, massive parking lots, cafeteria for motorists, dhabas
for truckers, dormitories for tourists and passengers on pilgrimages,
playground, bank extension counter, post office, pharmacy, fist aid facilities,
dedicated STD/ISD facilities, etc.
Cashless Transactions
For customer convenience, cashless transactions through co-brand credit
cards were introduced by IndianOil at its petrol stations. The IndianOil-
Citibank co-brand credit card grew to be the largest co-brand credit card in
India and was also adjudged by MasterCard as the best co-brand credit card
in South-East asia.
Last year, IndianOil also introduced the PowerPlus Fleet card in association
with Sundaram Finance. It also launched the "SmartGold" smart card together
with State Bank of India. Very recently, for the first time in the country, a co-
branded debit card (MyShoppe) has been introduced through which
customers will pay only at the time of buying goods, including fuel, and also
collect bonus points which can be redeemed at IndianOil ROs.
The Corporation has also tied up with reputed agencies like Akbarallys' for
Convenio stores, with Dominos and Kamats for food courts, with ICICI Bank,
Centurion Bank, etc., for ATMs to provide an exhilarating retail experience to
motorists. In all these, our effort is to facilitate easier and cashless
transactions so that our customers spend 'Quality Time' at our stations.
IndianOil's retail tie-up with private partners:
IndianOil and Sundaram Finance sign Agreement
Foodworld outlet inaugurated at IndianOil petrol stations
Citibank for co-branded credit cards
ICICI Bank, Centurion Bank and Bank of Punjab for ATMs
Apollo Hospitals for pharmacy/Convenio stores
Akbarallys for Convenio stores
MTNL for telephone bill payments in Mumbai/Delhi
Dishnet DSL for cyber cafes
JK Tyres for digital air towers
Dominos for pizza takeaway outlets
CUSTOMER FOCUS
IndianOil's market penetration is further enhanced after the acquisition of
equity of IBP Co. Ltd., adding over 2000 petrol and diesel stations to its
existing network of over 8,000 petrol stations. The synergy of operations
between IndianOil and IBP in marketing operations as well as in several joint
ventures, will further add value to the acquisition.
Between 1997 and 2002, IndianOil invested over Rs.1,000 crore in the up
gradation and modernisation of over 1,200 petrol stations. In 1997, over 85%
of IndianOil's petrol stations were owned and operated by dealers. At present,
this is down to 60%. The balance is either company-owned-company-
operated or company-owned-dealer-operated. This is a major marketing
manoeuvre achieve in a short span of time.
Fleet Card
1. The enhanced fleet card XTRA POWER was put to commercial use
effective February 2004. The fleet card offers the following benefits to the fleet
operators.
i. Cashless transactions through pre-paid cards (to be launched shortly).
ii. Fuelling at Q&Q (Third Party Certified) Outlets on all major routes.
iii. Lump-sum cash - loading facility for multiple cards at RO's (Central
Cash
Mangement System).
iv. Insurance for fleet operator, driver and helper.
v. Lost card liability insurance.
vi. Free of cost basic tracking (through card swipes at RO's)
vii. Real-Time truck at subsidised cost.
viii. Higher Value of Reward points.
ix. Instant Redemption of Fuel.
2. Card - acceptance facility available at 284 ROs. Will cover 750 ROs by
September 2004
3. 20,800 applications with enrolment fee (pre-paid) received over three
months. 10,000 cards already issued.
4. Post-paid card with unique interest-free credit through multiple partners
(Sundaram Finance Ltd., ICICI bank, etc.) The post paid card is to be
launched.
Truck Tracking
1. Low Cost real time truck tracking solution is developed and commercially
launched by IOC with the help of BSNL and E-Logistics, Chennai.
2. The truck tracking solution operates on GSM technology and involves
mounting a tracking device on the truck. The equipment operates on the
mobile network through auto generation of SMS messages at pre-determined
intervals, which are captured by BSNL's towers and communicated to the
backend application Server of E-logistics. The messages are de-coded by E-
logistics and the information is made available to the fleet owners at a
website.
3. The fleet owners can also receive location of the truck through SMS on
query. Application extensions are available through the device for one/two
way voice communication, telementry viz. temp. of refrigarated trucks etc.
4. The tracking solution does not require any activity/intervention of the the
truck driver. Two-way communication between the fleet owner and driver is
possible with additional cost of equipment.
5. The cost of tracking equipment is Rs. 7500/- + taxes exclusively for IOC's
XtraPower fleet card members with a monthly cost of Rs. 500/- towards SIM
card, SMS cost and backend application service.
Transport Exchange
1. IndianOil - Ashok Leyland Ltd. and its subsidiary Ashley Transport Services
Limited entered into an agreement on 31st March, 2004 for setting up of
"Transport Exchanges" (TE) in select IOC retail outlets.
2. The TE will act as the co-ordinating agency between the consigner,
consignee and the transporter. The TE will enroll the truckers , transporter.
The TE will enroll the trucker, transport companies and the consigners as its
members. TE will facilitate optimum utilisation of resources for all the three
above members by bringing them together through electronic sharing of
information and matching supply with demand. TE will be highly automated
and will offer services to all its members including on the web e.g., consigner
can straight register its requirements by visting the concerned web from his
office .
3. TE will also facilitate settlement of transportation bills (bill discounting) of
truckers (from transport companies / consigners), regularly of return loads and
will be a single window contact for all the parties in the whole country.
4. The TE kiosk will be set up by M/s Ashley Transport Services Ltd. at select
IOC RO's and will be a value added offering to the fleet operators, consigners
and truckers.
Petrol (Motor Spirit)
Petrol in a technical language is called Motor Spirit. Petrol or Motor Spirit is mainly
used in passenger vehicles such as Scooters and Cars with spark ignition engines.
Earlier two types of petrol were being sold namely "Low lead Petrol" and "Unleaded
Petrol" (ULP). However, since 2000, ULP is being sold throughout India to control
Pollution.
Diesel (High Speed Diesel)
High Speed Diesel is the technical name for Diesel and is mainly used in Commercial
Vehicles like Trucks, Buses and now even in Cars with compression ignition engines.
Premium Fuels
The launch of premium fuels – 'IOC Premium' and 'Diesel Super' - marks a new
beginning for IndianOil and its customers.
IOC Premium
IOC has recently developed and started selling HIGH PERFORMANCE Petrol under
the brand "IOC PREMIUM", India's only 91- Octane petrol blended with
Multifunctional Additives. IOC PREMIUM gives greater power to the vehicle,
improves mileage and reduces maintenance costs and emissions. In order to control
increasing Pollution in Metros, IOC has also introduced Premium Grade Petrol, where
Sulphur content is less than 0.05% and Benzene less than 1%.
Diesel Super
IndianOil has introduced India's first Branded Diesel "DIESEL SUPER", which has
performance enhancing additives. This fuel keeps fuel injector clean, reduces
pollution and maintenance cost, and increases mileage. In order to reduce pollution in
the Metros, IndianOil has also introduced Premium Grade Diesel with Sulphur
content less than 0.05%.
INTRODUCTION
As I done this project ''what motivates the truck owners/drivers to fill there diesel
tank from a particular retail outlet''.
Every customer wants right quality & quantity for their money they spent. if they not
get quantity &quality they move to another retail outlet or dealers.
Each truck driver wants that attendants talks softly or behave properly, not
rudely as generally they complaint.
They also want some discounts from an outlet because he is regular customer.
Obviously, they all want various facilities (air-pressure, water, std, toilets etc.)
on retail outlets.
As, I survey 50 truck owners and 150 truck drivers. mostly wants same facilities as
above mention.
BIBLIOGRAPHY
1. Books
i. Marketing Management by Philip Kotler
ii. Marketing Research by Beri
2. Journals
i. Business World
ii. Business Today
3. Internet web site –
i. www.iocl.com