customer satisfaction @ bharat gas project report mba marketing

SHREEPATIGONDA GAS AGENCYINDI

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http://www.ebharatgas.com/ebgas/pages/index.jsp



EXECUTIVE SUMMARY

INDUSTRY PROFILE

Do take some time off for a brief interlude with the past, as we take you back in time to the

evolution of Bharat Petroleum Corporation Limited. A new chapter in the history of Indian

industry. Petroleum (derived from Latin Petra - rock and oleum - oil) first came up in wells

drilled for salt. People found it useful as illuminating oil and the demand for it steadily

increased. The development and promotion of efficient kerosene-burning appliances for

lighting and cooking was an important part of kerosene selling activity the company

introduced LPG as a cooking fuel to the Indian home in the mid-1950s. And all along, it went

beyond selling petroleum, An agreement to build a modern refinery at Trombay, Bombay

was signed between the Burmah Shell group of companies and the Government of India on

15th December 1951.

The Gas Industry plays very important role because it is very essential for every human being

So that there are four company like Bharat gas, Hindustan gas, Indian gas and reliance gas etc

the almost all the people are using the gas for cooking and for the vehicles The companies

and the government has made some rules for the new connections that the rules the should

have the ration card and the identity card or voter card

If he submit the above document zerox if the distributor is having the one-way he will give

the connection on the same day. if the distributer is not having the one-way the he will

maintain the wating list of the new connections

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Company profile

Bharatgas from Bharat Petroleum has dominated the LP Gas market in India for over three

decades. Today, 25 million homes in India, wake up each morning to enjoy "the cup that

cheers" prepared on Bharatgas. Similarly, hundreds of commercial and industrial

establishments start their day, confident and secure, having entrusted their LP Gas needs to

Bharat Petroleum.

A pioneer in more ways than one, Bharatgas has brought many innovative offerings to the

customers'. To name a few:

Easy access to customers through various modes including online access

Home delivery of cylinders

Value added services to customers by venturing into allied business to meet

consumers' household needs

LP Gas supplies through pipeline to mega residential complexes

Bharatgas - where innovation is a way of life!!!

NEED FOR THE STUDY:

The main purpose of the study is to understand the satisfaction of customers towards after

sales services of shreepathgouda gas agency which will help the company to make proper

marketing strategy to render good services and satisfy the needs of the customers. The study

will help the company to make proper strategies and emphasize on their weaker areas

OBJECTIVES OF THE STUDY:

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To understand the efficiency and effectiveness of existing services at shreepatigouda

gas agency Indi

To know the customers opinion with regard to after sales service of their gas delivery

To know the satisfaction of customer with regard to post sales services.

To identify the factors which affects improvement and development in rendering

service

SCOPE OF THE STUDY:

The study will help the company to know their efficiency and effectiveness of

existing services.

The company can find out the impact of service in developing new customers.

The study will help the company to make proper marketing strategy for their weaker

areas.

The study covers the customers of shreepatigouda gas agency indi town

RESEARCH METHODOLOGY:

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Data source Primary (field survey)

Secondary (Internet, Catalogues, Broachers.)

Area of research Indi

Research Approach Survey Method

Research Instrument Questionnaire

Sample Unit All existing and potential customers

Sampling Method Random sampling

Sample Size 100 units

Data Analysis: Spss

LIMITATIONS OF THE STUDY:

Not single work is exception to the limitations every work has got its own

limitations, so due to time constraint, my study confines only to indi town and it is not

possible to make extensive study. It is assumed that the sample selected represents entire

population.

a. Because of time constraint, my study confines only to Indi town and it is not possible

to make extensive study.

b. By busy schedule of the executives it is difficult to extract more information from

them.

c. Unwillingness of gas owners has left us to make random conclusions.

MAJOR FINDINGS

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26% of the respondents say that they refill the cylinder in 20-30 days.

14% of the respondents say that they refill the cylinder in 30-50 days.50% of the

respondents say that they refill the cylinder in 50-60 days and While 10% of them say

that they refill the cylinder above 60 days.

=> 35% of the respondents are booking their cylinders by meeting personally and

While remaining 65% is booking their cylinder by phone

10% of the respondents are says that the dealer deliver the cylinder on same day ,

51% of them says that dealer delivers the cylinder on 1 – 2 days, 29% of them says that

dealer deliver the cylinder on 2 – 3 days, and While 10% of them says that dealer deliver

the cylinder on 4 – 6 days.

3% of the respondents are in favor that the delivery men deliver the cylinder to out

door, 70% of the respondents are in favor that the delivery men deliver the cylinder to

kitchen. 20% of the respondents are in favor that the delivery men deliver the cylinder to

store room, While remaining 7% of them are in favor

95% of respondents are says that the delivery men does not charge extra amount

other then billed amount and Nearly 5% of the respondents are says that the delivery men

charge 5 – 10 Rs extra amount other then billed amount.

80% of the respondents are in favour of very good over all performance of

shreepatigouda gas agency , 10% of them are in favour of good performance and from

the analysis 10% of them are in favour of neither good/bad over all performance of

shreepatigouda gas agency.

CONCLUSION

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Less than anticipated growth in the face of intensifying competition and rising costs can

hardly be expected to get the company foaming.

Shreepatigouda gas agency is exclusive showroom and it is a well known service provider for

Bharat gas and they are well established in providing satisfactory after sales services to its

customers.

By seeing the observations most of the customers are having positive perception towards

Shreepatigouda gas agency and are satisfied with its services such as Availability of Timely

and safe delivery, Staff support, Trained Mechanics etc.

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INTRODUCTION OF STUDY

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The study was to gain improved understanding of the forces and factors present in after-sales

activities, and the role of these in enhancing or endangering business. The objective was to

gain a better understanding of how a supplier could successfully manage its "customer care"

activities in the dynamic Gas market. The term, "care" is used extensively in the study as a

doorway into the world of after sales activities as well as an organizing construct for

interpreting what was found. The concept of care includes activities related to maintenance

and preventive maintenance. It additionally includes services that can link back to help

enhance pre-existing capabilities for delivery of products or systems. Processes and measures

of customer satisfaction and loyalty provide two critical aspects of the study.

The importance of the concept of care and the actions that define it were found to be critically

important for a customer's total satisfaction. The importance of the care phase in the total

customer process was found to increase as the customer relationship matures.

This work, arrived out to implement this idea, illustrates that there is a great, unrealized

potential, particularly in the creation of a viable model of after sales customer care able to

accommodate the complexity of contemporary business development.

Industry profile

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Shri. Ashok SinhaChairman & Managing Director

Shri. S. RadhakrishnanDirector (Marketing)

Shri. R. K. SinghDirector (Refineries)

Shri. S. K. JoshiDirector (Finance)

Shri S. MohanDirector (Human Resources)

Prof. S. K. BaruaDirector Prof. A. H. KalroDirector Ms. Rama BijapurkarDirector

Prof. N. VenkiteshwaranDirector Shri T. BalakrishnanPrincipal Secretary (Industries & Commerce), Government of Kerala Shri P. K. SinhaAdditional Secretary & Financial Advisor,Ministry of Petroleum & Natural Gas

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Company vision and mission

Our Vision

To become market leaders in Customer Service with the highest customer satisfaction index,

and the highest safety standards.

Our Mission

To make Bharat gas a dominant brand in the segments we market, by becoming trendsetters

in Customer Service, Safety and Quality.

Bharat Petroleum - Energizing Lives

Bharat Petroleum, one of the single digit Indian representatives in the Fortune 500 & Forbes

2000 listings, BPCL is often referred to as an "MNC in PSU garb". An ardent pursuer of

qualitative excellence and a pioneer in marketing initiatives, employs the "Best in Class"

practices, for maximization of customer satisfaction.

With a turnover of USD 27 billion and a net worth of over USD 2 billion, it is an Oil Giant in

India. It markets the full range of petroleum products (throughput of 24 million tonnes during

2006-07) and has an all-India presence through 2 refineries, 133 Oil installations & depots

and 48 LP Gas bottling plants. Its extensive marketing network comprises of around 7,400

retail outlets, over 2150 LPG distributors & 1000 SKO/LDO dealers.

Over the years, Bharat Petroleum meeting the challenges of the rapidly changing

environment, has led the changes in the marketing of products and services. In all these

changes, only one factor has remained constant and has been the source of Bharat Petroleum's

strength and inspiration for any future innovations - Bharat Petroleum's People.

Bharat Petroleum has always been on the forefront of harnessing technology initiatives for

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maximizing efficiency and achieving greater customer satisfaction.

Bharat Petroleum - constantly providing value to stake holders!

Bharatgas

Bharatgas from Bharat Petroleum has dominated the LP Gas market in India for over three

decades. Today, 25 million homes in India, wake up each morning to enjoy "the cup that

cheers" prepared on Bharatgas. Similarly, hundreds of commercial and industrial

establishments start their day, confident and secure, having entrusted their LP Gas needs to

Bharat Petroleum.

A pioneer in more ways than one, Bharatgas has brought many innovative offerings to the

customers'. To name a few:

Easy access to customers through various modes including online access

Home delivery of cylinders

Value added services to customers by venturing into allied business to meet

consumers' household needs

LP Gas supplies through pipeline to mega residential complexes

An innovative solution to reach LP Gas supplies to rural and remote areas through the

"Rural" Marketing Vehicle

Revolutionizing the metal cutting & brazing industry with the new product - Bharat

Metal Cutting Gas.

Bharatgas - where innovation is a way of life!!!

Awards & Accolades

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Winners of Oil Industry Safety Award for the years

From 1992 to 2006 the BPCL has won the safety award for oil industry

Oil Industry Safety Awards were instituted in order to inculcate competitiveness

among oil companies to improve their safety performance.

Safety performance of the competing organizations / installations is evaluated with the help

of a new criteria developed at OISD which takes into consideration, the total loss concept i.e.

fatalities, fires, lost time, direct & indirect losses etc. and also the hazard potentials.

Other Awards

Khurda LPG Plant :-

Received Orissa State Safety Award on Best performance in safety & environment by

Director of Factories & Boilers, Orissa on 24.05.2003

Khurda LPG Plant :-

Received Orissa State Safety Award on Lowest weighted frequency rate of accident by


Khurda LPG Plant :-

Received Orissa State Safety Award on Lowest weighted frequency rate of accident by


Kolkata LPG Territory :-

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Received the Certificate of appreciation in the Greentech Environment Awards in 2007

Jaipur LPG bottling plant :-

Received the safety award from British Safety Council for the year 1991 in recognition and

commendation of services rendered in the cause of safety.

Kurnool LPG Territory :-

It has been awarded ?The certificate of commendation" by Kurnool District Consumers

Protection Council for the services provided to the customers consecutively for the years

2001-02 and 2002-03.

Roorkee Territory distributor M/s. Pushpak Gas Service, Hardwar was facilitated by ?

Vishva Upbhokta Sangathan, Saharanpur? for ?Uttam Grahak Seva? in a function held at

Hardwar.

Wai LPG Plant have been awarded "Certificate of Merit" for "Meritorious performance

in Safety in the Maharastra Safety Awards Competition - 2002".

Solapur LPG Plant have been awarded "Certificate of Merit" for "Meritorious

performance in Safety in the Maharastra Safety Awards Competition - 2002".

Wai Territory received awards from National Safety Council? Maharashtra Chapter for

Meritorious performance in Industrial Safety as under :

Maharashtra Safety Award - 2002.





Jalgaon Territory won the following awards:

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Maharashtra Safety Award By National Safety Council For Year 2006.





Runner Up ? Customer Choice Award For The Year 2001-02.

Surat Territory:-

It has bagged the ?Certificate of Appreciation? for the year 2005 from Gujarat State Safety

Council under Category II group of Industries.

Jhansi Territory :-

Received the prestigious Bharatiya Rastriya Suraksha Parishad, Suraksha Puraskar- 2003 on

the basis of evaluation of Performance for the Past three years 2000-2003.

Piyala Territory :-

Received the Special prize in Petrotech 2007 photo exhibition.

Piyala Territory won the Greentech environment excellence silver award 2007.

Allahabad Territory :-

Received a citation from Forest Dept, Govt of Uttar Pradesh for having planted 5000 trees on

a single day inside Allahabad LPG Plant on 31st July '07.

Lalru LPG Plant :-

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Received the Safety Award for the Year 2005 from Directorate of Factories, Punjab & Punjab

Industrial Safety Council.

Lalru LPG Plant Safety Award for the Year 2006 from Directorate of Factories, Punjab

& Punjab Industrial Safety Council.

Udaipur LPG Plant Awarded The Best Industrial Unit Of Mewar Region By Chamber

Of Commerce For The Year 2003-04.

Udaipur LPG Plant Awarded The Best Industrial Unit For Environment Conservation

By Rotary Club Udaipur For The Year 2003-04.

Chennai LPG Plant employee, Mr.S.K.Manikavasagam was awarded with ?Uyarndha

Uzhappalar? i.e. Best Worker award from the Factories Department Govt. of Tamil Nadu for

the year 2003-04.

Bangalore LPG Plant awarded Best Safe Plant ? II Prize by Govt. of Karnataka,

Ministry of Labour, Dept.of Factories & Boilers for the year 2006.

Tuticorin LPG - Following staff won awards in the competition conducted by National

Safety Council- Tamilnadu chapter:

Mr.P.K.Arumugaperumal, won II prize in Slogan competition- (Tamil)

Mr.G.Thitunavukkarasu won consolation prize in Slogan competition (English).

The Journey of Bharat petroleum corporation limited

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Glorious Heritage

Early History - Dawn of a New Era

Do take some time off for a brief interlude with the past, as we take you back in time to the

evolution of Bharat Petroleum Corporation Limited. A new chapter in the history of Indian

industry.

Petroleum (derived from Latin Petra - rock and oleum - oil) first came up in wells drilled for

salt. People found it useful as illuminating oil and the demand for it steadily increased.

Samuel Kier, a Pittsburgh druggist, bottled and marketed Petroleum as medicinal cure. To

market a deodorised variant, he designed the first primitive refinery in 1852, which was a

huge improvised kettle, connected to a metal tank.

'Colonel' Edwin Drake and 'Uncle' Billy Smith drilled a well with the specific objective of

finding oil, and on 27th August 1859, they 'struck oil' at Titusvale, in North Western

Pennsylvania, USA, at a depth of 69.5 ft.

From Nothing to Gold

The 1860s saw vast industrial development. A lot of petroleum refineries also came up.

An important player in the South Asian market then was the Burmah Oil Company. Though

incorporated in Scotland in 1886, the company grew out of the enterprises of the Rangoon Oil

Company, which had been formed in 1871 to refine crude oil produced from primitive hand

dug wells in Upper Burma.

The search for oil in India began in 1886, when Mr. Goodenough of McKillop Stewart

Company drilled a well near Jaypore in upper Assam and struck oil. In 1889, the Assam

Railway and Trading Company (ARTC) struck oil at Digboi marking the

beginning of oil production in India.

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While discoveries were made and industries expanded, John D Rockefeller together with his

business associates acquired control over numerous refineries and pipelines to later form the

giant Standard Oil Trust. The largest rivals of Standard Oil - Royal Dutch, Shell, Rothschilds

- came together to form a single organisation: Asiatic Petroleum to market petroleum

products in South Asia.

In 1928, Asiatic Petroleum (India) joined hands with Burmah Oil Company - an active

producer, refiner and distributor of petroleum products, particularly in Indian and Burmese

markets. This alliance led to the formation of Burmah-Shell Oil Storage and Distributing

Company of India Limited.

The Pioneering Spirit - Burmah Shell Marketing

A pioneer in more ways than one, Burmah Shell began its operations with import and

marketing of Kerosene. This was imported in bulk and transported in 4 gallon and 1 gallon

tins through rail, road and country craft all over India.

The company took up the challenge of reaching out to the people even in the remote villages

to ensure every home had its supply of kerosene. The development and promotion of efficient

kerosene-burning appliances for lighting and cooking was an important part of kerosene

selling activity.

With motor cars, came canned Petrol, followed by service stations. In the 1930s, retail sales

points were built with driveways set back from the road; service stations began to appear and

became accepted as a part of road development. After the war Burmah Shell established

efficient and up-to-date service and filling stations to give the customers the highest possible

standard of service facilities.

On 15th October 1932, when civil aviation arrived in India, the company had the honour of

fuelling J.R.D. Tata's historic solo flight in a single engined de Havillian Puss Moth from

Karachi to Bombay (Juhu) via Ahmedabad. Thirty years later, i.e. in 1962, Burmah Shell

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again had the privilege to fuel JRD Tata's re-enactment of the original flight. Burmah Shell

also fuelled flying boats, which carried airmail at slightly higher rates than sea transport, at

several locations.

As a true pioneer would, the company introduced LPG as a cooking fuel to the Indian home

in the mid-1950s. And all along, it went beyond selling petroleum, to educate the customer.

Besides selling Bitumen, the company pioneered desert road construction, training road

engineers. It provided free technical services to industrial customers - big and small - and it

became a part of the company's culture.

On Stream - The Burmah Shell Refinery

An agreement to build a modern refinery at Trombay, Bombay was signed between the

Burmah Shell group of companies and the Government of India on 15th December 1951.

Burmah Shell Refineries Limited was incorporated as a private limited company under the

Indian Companies Act on 3rd November 1952, and work began on the marshland of Trombay

at Bombay. Man and machine worked relentlessly, and soon the swamps gave way to towers

and tanks of steel, and miles of pipeline.

The refinery on 454 acres of land at village Mahul went on-stream on 30th January 1955, one

year ahead of schedule. Dr. S. Radakrishnan, Vice President of India, declared the 2.2

MMTPA (Million Metric Tonnes Per Annum) Refinery open on 17th March 1955. It was

then the largest refinery in India then.

With this infrastructure, free India moved one step closer to self-reliance.

From Burmah Shell to Bharat Petroleum

On 24th January 1976, the Burmah Shell Group of Companies was taken over by the

Government of India to form Bharat Refineries Limited. On 1st August 1977, it was renamed

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Bharat Petroleum Corporation Limited. It was also the first refinery to process newly found

indigenous crude (Bombay High), in the country.

Shaping the Future

The core strength of Bharat Petroleum Corporation Limited has always been the ardent

pursuit of qualitative excellence for maximisation of customer satisfaction. Thus Bharat

Petroleum, the erstwhile Burmah Shell, has today become one of the most formidable names

in the petroleum industry.

Bharat Petroleum produces a diverse range of products, from petrochemicals and solvents to

aircraft fuel and speciality lubricants and markets them through its wide network of Petrol

Stations, Kerosene Dealers, LPG Distributors, Lube Shoppes, besides supplying fuel directly

to hundreds of industries, and several international and domestic airlines.

Dynamic Growth Post Nationalisation

Following Nationalisation in 1976, Bharat Petroleum changed gears and embarked upon a

rapid growth path. Turnover, profitability and financial reserves grew by leaps and bounds.

Massive expansion and modernisation provided a tremendous boost to the company's

performance. Large-scale recruitment and training became critically important to meet the

demands of expansion.

The Winds of Change - A Transformed Organisation Emerges

Opening up of the Indian economy in the nineties brought with it more competition and

challenges, kindled by the phased dismantling of the Administered Pricing Mechanism

(APM) and emergence of additional capacities in the region in refining and marketing.

In 1996, Bharat Petroleum went through a process of visioning, involving people at all levels,

which evolved a shared vision and a set of shared values. Based on this, the company

restructured itself, in a proactive move to adapt to the emerging competitive scenario. The

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function-based structure was carefully dismantled and replaced with a process-based one.

This made the company more responsive to its customer needs.

Bharat Petroleum realises that, in the long run, success can only come with a total

reorientation and change in approach with the customer as the focal point. Today, Bharat

Petroleum is restructured into a Corporate Centre, Strategic Business Units (SBUs) and

Shared Services and Entities. The organisational design comprising of five customers facing

SBUs, viz. Aviation, Industrial and Commercial, LPG, Lubricants and Retail and one asset

based SBU, viz. Refinery, is based on the philosophy of greater customer focus.

The Planned Approach

Increasing globalisation, new products and services, and

innovative marketing have resulted in a very market savvy

consumer. The production-based success philosophy of marketers has now been replaced by

a customer-oriented philosophy. Bharat Petroleum has taken cognisance of this situation well

in time and has been taking radical steps to keep itself attuned to the changing times, realising

that the future belongs to those who listen and adapt to their customers.

Strategy Development

Bharat Petroleum recognises that all strategic initiatives must conform to the overall vision

ofthe Corporation and improvethe economic value. The Strategy Development effort at the

corporate level achieves better focus in the new organisational structure, besides facilitating

the SBUs in developing their respective strategies that lead to an integrated Corporate

Strategy. A Business Planning process has been put in place that not only provides

opportunities for the SBUs to pursue their visionary goals in consonance with the Corporate

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Vision, but also continuously monitors trends and identifies strategic opportunities for the

Corporation.

Brand Management

In the highly competitive scenario, it has become imperative to own dominant brands. The

Brand Management team at Bharat Petroleum endeavours to build and manage a strong brand

image reflecting Bharat Petroleum's core values of being 'INCARE', viz. INnovative, CAring

and REliable. Emphasis is laid on continuously understanding customer behaviour, tracking

their changing needs and expectations, and meeting these needs in the most cost-effective

manner.

Research and Development

Research and development Centre Always on the forefront to innovate, Bharat Petroleum is

making distinct efforts towards Research and Development (R and D). Besides the R and D

facilities at the Refinery and the Product Application Development Centre in Sewree in

Mumbai, a new state-of-the-art RandD Centre is being set up near Delhi. The R and D Centre

is being organised around three core groups - Process and Technology Development, Product

Application Development and Environmental Engineering. A total outlay of Rs.3,000 million

has been planned to be spent in three phases up to the year 2003-04 on this project.

Technological Edge

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Bharat Petroleum has always been on the forefront of harnessing technology initiatives for

BPCL has been on forefront in harnessing technology. maximising efficiency and achieving

greater customer satisfaction.

Bharat Petroleum is the first Public Sector Oil Company to implement Enterprisewide

Resource Planning (ERP) solutions - SAP. The implementation project known as ENTRANS

(Enterprisewide Transformation) has been awarded the 'SAP Star Implementation Award',

with Bharat Petroleum having the distinction of executing the largest and the most ambitious

SAP project in India. The challenge of SAP implementation was to ensure that all the

integrated elements (of the complex multi-modular integrated solutions that impact the entire

workflow of the organisation) work seamlessly across the length and breadth of the country,

including the remote locations. Providing online connectivity in these remote locations, given

the full-fledged IT network infrastructure, was in itself a daunting task.

Bharat Petroleum is reaping the benefits of the integrated system in many areas of its

operations. The early gains of implementation are in the areas of tracking customer-

receivables, monitoring credit-management, inventory management, besides easing the

operations in a large number of areas.

Furthermore, Bharat Petroleum has also set up one of the biggest 'Centres of Excellence' in

Asia to provide online support to the end users and also work towards continuous

improvement in business processes and handle product upgrades and new generation

products.

With SAP as the IT backbone, Bharat Petroleum plans to take advantage of the Internet based

capabilities along the entire value chain with a Customer Relationship Management solution.

A large data warehouse project has also been implemented, which facilitates access to real-

time accurate information on key performance indicators at all Bharat Petroleum locations.

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This enables the management to take strategic and business decisions, thus ensuring value-

added services, better customer satisfaction and enhanced shareholder value.

People Above Oil

Over the years, Bharat Petroleum continues to meet the challenges of the rapidly changing

environment, leading to changes in the marketing of products and services. In all these

changes, only one factor has remained constant and has been the source of Bharat Petroleum's

strength and inspiration for any future innovations - Bharat Petroleum's People. The feeling

of ownership has facilitated all employees to understand the complexity of the market and

needs of the customers, and respond to these needs with innovative initiatives and offerings.

For Bharat Petroleum, commitment of its employees is a critical resource. Fully realising that

only a happy employee will put his best foot forward with the customers, Bharat Petroleum

has taken many steps to make the organisation a great place to work. In a survey conducted

by Hewitt Associates for the January 2001 issue of Business Today magazine to identify the

best employers, Bharat Petroleum was ranked among the top ten employers in India. The

objective of the study was to find out which companies had really charged the emotional and

intellectual energy of their employees. The other companies who were selected were Infosys,

Hewlett-Packard, P and G, ICICI, Hughes, LG, HLL, Compaq and Asian Paints.

Bharat Petroleum fosters effective value-based HR processes for development of people and

their organisational capabilities with a view to provide them with a competitive edge and also

to realise their personal vision in tandem with the corporate vision. The thrust areas include:

Performance Management which links business goals with individual performance

goals

Recognising competencies and capabilities of the staff through Competency

Modelling to help identify and place the right person in the right job

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Identifying competency gaps and bridging such gaps through appropriate training and

developmental programmes

Multi-skilling to encourage employees to take up new initiatives in the areas of

Enhanced Fuel Proposition, Add-on Stores, One Stop Truck Shops, Grocery and Fast Food

Stores.

Bharat Petroleum has been conferred the National HRD Award - 2000 by National HRD

Network for making Outstanding Contribution to HRD.

At the National Petroleum Management Programme (NPMP) on Excellence in Creativity and

Innovation (1999-2000), Bharat Petroleum employees bagged all the three awards in the

individual category, along with four certificates of recognition in the team category.

Industrial LPG

LPG touches our lives in so many ways although we are unaware of it. From housing to health, from garments to glass, from livestock to hospitality, “Bharatgas” plays its role along the way, bringing your products that are superior, durable and simply the best.

Crispy Biscuits & Confectionery Poultry Textile Industry Steel Pharmaceuticals Glass Hotel Industry Reticulated Piping Paint drying Dal mill Goldsmith’s favourite

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Crispy Biscuits & Confectionery

LPG is widely used to manufacture Crisp Biscuits, Soft Bread, Fluffy Pastries, Light Khari, Spongy Cakes and all types of cream and bakery products of super quality. Precision control of temperature and low sulphur content in LPG makes the product palatable and passes all Statutory tests for human consumption.

PoultryDon’t count your chickens before they are hatched, but with Bharatgas you can.

With Bharatgas you get uniform and localized heating during the first five weeks both during summer and winter. The advantages of LPG in chicken brooding are Better heat control.

Rapid drying of litter. The power failures in rural areas is very high resulting in heat failures, but with LPG

as the source of fuel this risk is eliminated. Direct view of chicks; the heaters don’t take any floor area. Very low LPG consumption of approx. 60 gms per hour or 50 paise per bird in winter.

Textile Industry

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Has it ever occurred to you that to produce the textiles you’re wearing, LPG plays a significant role.The four main steps in the production of textile fabric:

Preparation of fabric Spinning Weaving Finishing which includes Singeing, Bleaching, Dyeing, Printing, Calendering etc.

Each of these processes requires a heating source. Steam though mostly used is not hot enough for certain operations so LPG or electricity is usually needed in the Finishing process. LPG is better because the heat is more concentrated. The reflectors do not have to be polished and heaters do not burn out.

Steel

Now let us look at Bharatgas role in the steel industry and here too, once again Bharatgas steals the show.

Heat treatment of metals normally refers to any process involving heating and cooling of the solid metal with the aim of modifying its physical properties but without the intention of changing its chemical composition. Bharatgas easily meets these requirements so steel giants like Jindal have stuck to Bharatgas over the years for all their fuel needs.

Pharmaceuticals Just what the doctor ordered “Bharatgas” from Bharat Petroleum.

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LPG is used to join glass components to form a single object. Bharatgas is preferred because a clean flame is obtained which can be adjusted to the desired size and shape useful in the production of ampoules.

Glass

In the summer heat when you reach for a thirst quencher, remember Bharatgas has gone into making the bottles that hold these great refreshers.As seen here re-heating of melted glassware in a special furnace is done before shaping operations. When making complicated shapes the glassware may have to be reheated several times to keep it malleable. LPG is generally used because the firing rate is not very high and combustion must be free of c

Hotel Industry

The cup that cheers, the meal that satisfies, the mouth watering delicaciesThanks to “Bharatgas” Bharatgas is associated with top brand names in the hotel industry like Taj. Normally 90% of hotel use Bharatgas for cooking of food. No matter what you serve, Continental, Chinese, Moghlai, Italian or Russian - a variety of menus to suit various tastes but the preferred choice and trusted cooking medium “Bharatgas”

Reticulated Piping

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LPG at the turn of a tap – so quick, so convenient. Cooking was never easier. Thanks to the reticulated piped gas available in several homes today, Bharatgas is available at the turn of a tap. It ensures increased safety and valuable space saving in the kitchen. It eliminates cylinder refill booking and handling. Saving of time and no need to block money for a 2nd cylinder.

Paint drying

LPG application in paint drying has got distinct advantage over conventional drying ovens. The hot air is generated which is free from particulate matter, leaves no ash and temperature control is precise. The final quality of paint in the baking oven is uniform. The result is excellent surface finish and gloss.

Dal mill

The conventional method of grain drying is process of sun - drying or passing of flue gases through the bed of grain. The modern method of grain drying is by LPG Firing system which improves the drying process and also gives no. 1 quality of the grain. As the grains are of edible quality, LPG does not leave any ash or carbon particles on the grains and does not produce any foul odour on the finished surface thus fetching better market price

Goldsmith’s favourite

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LPG produces very powerful flame and can be as sharp as needle. This type of flame is required for goldsmith to make very fine gold / silver ornaments. The working atmosphere remains free from obnoxious gases and thus is conducive to the workmen.

To match the individual needs of customers, various pack sizes have been made available.

For Domestic kitchens - pack sizes of 14.2 kg. and 5 kg. cylinders

For Industrial / Commercial - pack sizes of 19kg, 35 kg. and 47.5 kg. as well as bulk LPG

COMPANY PROFILE

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INTRODUCTION TO SHREEPATIGOUDA GAS AGENCY

SERVICES OF SHREEPATIGOUDA GAS AGENCY:-

Shreepatigouda gas agency is exclusive showroom for BHARAT GAS situated at

beerappa nagar indi which is covering 35 villages and also big towns like chadchan, almel,

zalaki, mannur, and tamba

It is having extension service counters at Chadchan, Zalaki, Horti, Almel, Agarkhed,

Tamba, Atharga, Baradol, Devar Nimbaragi, Salotagi, Loni, Dhulkhed, to cover those areas,

which are working under the guidance of shreepatigouda gas agency the main branch. It uses

promotional activities such as periodical advertisement, safety awareness, new enrollments,

social service events like Free health check up, Free eye camp and many more.

Sales executives are playing important role in attaining the enquires of their customers,

the present enquiry a purchasing ratio of customer is 9:1.

Since shreepatigouda gas agency is the only big showroom the promotional activities

conducted are not reaching effectively to customers of other talukas , it show that most of

their sales are in and around bijapur district covering some areas of other talukas.

Other business controlled and owned by the same owner:

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Sharanu prabhu offset printers,indi Since 1986

Shreepatigouda Gas Agency, Indi Since 2001

Balaji petroleums indi Since 2004

Balaji food agency Since 2005

Balaji Estate Agency Since 2007

Prabhu communications (Vodafone) Since 2008

Prabhu traders indi Since 2009

Sub agencies of Shreepatigouda Gas Agency:

Head Office : Indi

Branches

Chadchan, Zalaki, Horti, Almel, Agarkhed, Tamba, Atharga,

Baradol, Devar Nimbaragi, Salotagi, Loni, Dhulkhed tamba.

MAN POWER:

Workers 25

Staff 6

Service 2

ACHEVEMENTS:

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Award for Highest connections enrollment of the year (2002)

Award for Best service and satisfaction of customer (2003)

Award (Best Delivery men and Mechanic) (2004)

Award for Highest sales in Beyond LPG (2005)

Best Distributor Award for Karnataka (2006)

Award ( Best counter Staff) (2007)

Award (Excellent performance in safety & Awareness) (2008)

Award for (Best Beyond LPG sales men & Delivery Men) (2009)

ACTIVITIES:

1. Gas Connection Enrollment Scheme (2001)

2. Gas Connections Enrollment with finance .

3. Connection Enrollment @ 200/Month

4. Free Meals for Flood effected area.

5. Beyond LPG Mela

6. Commercail cylinder sales campaign

7. Free Health Check up Campaign

8. Vodafone launch at all villages of indi taluka.

9. Free Eye camp

10. Safety Awareness & Safety clinic (2001,02,04,05,07,08,09)

11. Save Fuel Campaign

12. Sampoorna Suraksha Month

ADRESS FOR CONTACT:

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shreepatigouda gas agency,.

Sharanu prabhu bulding bijapur road

Beerappa nagar.indi

Bijapur Road.

Indi- 586209

Tel: (08359) 222140 / 225840/ Fax: 08359-225840.

E-mail: [email protected]

INFRASTRUCTURE AVAILABLE IN PARTICULAR:

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Cover Area 12000 sq ft Gas Godawan

Show Room 4500 Sq ft

No. Of Show room Staff 6

No. of Delivery Men 15

No of Mechanics 2

No of Drivers 4

No. of Supervisors 4

THERE ARE TWO MAIN DIVISIONS IN THE FIRM. THOSE ARE:

LPG Business

Beyond LPG Business

DEPARTMENT PROFILE:

There are mainly four departments in shreepatigouda gas agency. They are

1. Booking & Distribution Department.

2. Sales Department.

3. Service Department.

4. Accounts Department.

1. Booking & Delivery Department:

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Booking & Delivery department is headed by the sales Manager Mr Suni L. under him.

Bookings In Charge Mr.Neelash.

Billing & Processing Mr. Ajit.

Delivery Head Mr. Ashok.

Customer Care Executive Mr Sunil.

2. Sales Department:

Mr. Prabhu Biradar heads Service Department and under his guidance

Sales Manger Sr. Mr. Sunil

Sales Manger Mr. Anil

Customer Care Executive Mr. Vinay.

3. Service Department:

Mr. Abu Ahmed heads Service Department and under his guidance

Complaints Head Mr. Abu Ahmed

Mechanic Riyaz Ahmed

Customer care executive Mr. Vinay.

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4. ACCOUNTS DEPARTMENT:

Mr. Prabhu Biradar heads Accounts Department and under his guidance

Accounts Manager Mr. Anil Thamshetti

Accountants Mr. Basu Kavadi

Jr.Accountant Mr. Samarth Joshi

VARIOUS FACILITIES AVAILABLE AT SHREEPATIGOUDA GAS

AGENCY:

Good infrastructure qualified and trained manpower, good customer service with safety

awareness and innovative ideas were key elements in making shreepatigouda gas agency

successful dealerships

FACILITIES AVAILABLE:

SL. No Facilities & System Availability

01 Good infrastructure YES

02 Trained Man power YES

03 Computerized Booking YES

04 Computerized Billing YES

05 Delivery through vehicles YES

06 Safety Awareness Activities YES

07 Feedback Analysis YES

08 Customer Complaint Handling YES

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09 Customer care Management YES

10 Hot Plate Service facility YES

COMPETITORS

The main competitors for Shreepatigouda gas agency are:

1. H P GAS. Sindagi

2. Indian Gas. Bijapur

SWOT ANALYSIS

STRENGTHS:

1) Bharat gas company achievements Metal cutting gas.

2) The most economical gas in this segment.

3) The company is well established.

4) The decisions taken by them are quick and effective when concerned to changes in

market.

5) Presence of effective communication between company and dealers is one of the

important strength.

6) The company is technically well efficient with various modern technologies, which helps

the company to face any challenge either from internal or external factors.

7) The company has high goodwill in the market for their quality products.

SHREEPATIGOUDA GAS AGENCY STRENGHTS:

1) Good Showroom / Godwan

2) Good support from the company.

3) Good Impression from the customers .

4) Good infrastructure

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5) Excellent Management/ Man Power & Service

6) Huge area covering all villages & town of entire taluka.

WEAKNESS:

1) Short supply from the company due to subsidy concern.

2) Increasing customer and requirement versus supply.

OPPORTUNITIES:

Can capture rural areas when they are going to launch their new sub agency.

The dealers can go for diversification.

The dealers can conduct exchange promotional activities to increase its sales.

Potential marker in low-income group and rural areas.

THREATS:

Ever changing market trends.

Competition from other models.

Globalization and privatization

Any sudden change in Government policy may affect the sales.

New incentive from competitors like price and quality.

Change in market that is from seller’s market to buyers market.

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ORGANISATION CHART

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Administoter

Manager

Accounts Department

Booking & Delivery Department

Sales Department Servicing Department

Head Mechanics

Mechanics

Sales Executives Delivery man

Owner




SAMPLING:

Sample plan to know the customer satisfaction index of after sales service in this project is

through personal interview.

SAMPLE UNIT:

I have taken the customers of shreepatigouda gas agency who are using gas.

SAMPLING METHOD:

I have used Non- probability sampling i.e. Random Sampling.

Sample size for this project is 100 customers who are gas owners.

RESEARCH DESIGN:

In this research design of this project the study was conducted by the survey method.

Taking sample of 100 customers owning gas by commencing sampling using the research

instrument as the questionnaire.

Personal interview is considered as the sample plan.

For this project area of research is Indi town.

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DATA COLLECTION METHOD:

I have collected the data from the following sources:

A. PRIMARY DATA:

The data collected from the company persons.

Questionnaires

B. SECONDRY DATA:

Interviewing with the owners of gas

Internet

Magazines, Catalogues, etc.

MEASURING TOOLS:

For preparing this project I have considered questionnaire as measuring tool for collecting the

data.

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RESULTS AND DISCUSSION WITH GRAPHS AND CHARTS:

1. How do you use to cook the food before purchasing a gas?

Table-1

Frequency PercentValid Electrical coil 42 42.0

Wood 35 35.0Kerosene 23 23.0Total 100 100.0

The same information is presented in the form of diagrammatically as follows:

Diagram-1

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The information presented in table3.1 reveals that:

42% of the respondents were using the electrical coil for cooking before purchasing

the gas. 35% of the respondents were using the wood for cooking and remaining 23%

of them were using the kerosene for the cooking before they purchasing the gas

2) Which Company Gas do you use?

Table-3.2

Frequency PercentValid B P C 91 91.0

H P C 5 5.0I O C 4 4.0Total 100 100.0


Diagram-3.2

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91% of the respondents are using the B P C gas. 5% of the respondents are using the

H P C gas and remaining 4% for the I O C gas

3. How many Cylinders do you have?

Table-3.3

Frequency Percent

Valid ONE 69 69.0 TWO 31 31.0

Total 100 100.0


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Diagram-3.3

The information presented in table- 3.3 reveals that:

69% of the respondents are using single cylinder and While 31% of them are using

double cylinders

4. How often you Refill your Cylinder?

Table-3.4

Frequency Percent

Valid 20-30 days 26 26.030-50 days 14 14.050-60 days 50 50.0

Above 60 days 10 10.0Total 100 100.0


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Diagram-3.4




respondents say that they refill the cylinder in 50-60 days and While 10% of them

say that they refill the cylinder above 60 days.

5. How do you Book a Cylinder?

Table-3.5

Frequency Percent

Valid Personally 35 35Phone 65 65.0Letter 0 0Sms 0 0Ivrs 0 0Total 100 100.0


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Diagram-3.5


35% of the respondents are booking their cylinders by meeting personally and

While remaining 65% are booking their cylinder by phone

6. How many days does dealer takes to deliver the Cylinder?

Table-3.6


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Frequency Percent

Valid Same day 10 10.01 - 2 days 51 51.02 – 3 days 29 29.04 – 6 days 10 10.0Total 100 100.0

50




Diagram-3.6


10% of the respondents are says that the dealer deliver the cylinder on same day , 51%

of them says that dealer delivers the cylinder on 1 – 2 days, 29% of them says that

dealer deliver the cylinder on 2 – 3 days and While 10% of them says that dealer

deliver the cylinder on 4 – 6 days.

7. Where does a delivery man deliver the Cylinder?

Table 3.7

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The same

information is presented in the form of diagrammatically as follows:

Diagram-3.7




kitchen. 20% of the respondents are in favor that the delivery men deliver the cylinder

to store room, While remaining 7% of them are in favor that the delivery men deliver

the cylinder to some where out.

8. Does Delivery men Confirms the Weight of Cylinder?

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Frequency Percent

Valid Out door 3 3.0Kitchen 70 35.0

Store room 20 20.0

Some where out 7 7.0Total 100 100.0

52




Table-3.8

Frequency Percent

Valid Yes 74 74.0

No 26 26.0

Total 100 100.0


Diagram-3.8


74% of the respondents are says that the delivery men confirms the weight of

cylinder and Nearly 36% of them are says that the delivery men does not confirms the

weight of cylinder

9. Does Cylinders which you get is adequate in quantity

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Table-3.9

Frequency Percent

Valid Yes 90 90.0

No 10 10.0Total 100 100.0


Diagram-3.9


90% of the respondents are says that the cylinder is adequate in quantity and

Remaining 10% of the respondents are says that the cylinder is not adequate in

quantity

10. How much does delivery men charges extra other than billed amount?

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Table-3.10

Frequency Percent

Valid Free 95 95.0

5 - 10 rs 5 5.0

10 - 20 rs 0 0.0

Total 100 100.0


Diagram-3.10


95% of respondents are says that the delivery men does not charge extra amount other

then billed amount and Nearly 5% of the respondents are says that the delivery men

charge 5 – 10 Rs extra amount other then billed amount.

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11. How soon does Mechanic or Gas Dealer Respond Immediately in case of Leakage

Table-3.11

Frequency Percent

Valid 30 min 64 64.0 1 hour 6 6.0 1 day 30 30.0

Total 100 100.0 The same information is presented in the form of diagrammatically as follows:

Diagram-3.11


64% of the respondents are says that the mechanic or gas dealer respond immediately

in case of leakage in 30 min.,6% of the respondents are says that the mechanic or gas

dealer respond immediately in case of leakage in 1 hour and Nearly 30% of the

respondents are says that the mechanic or gas dealer respond immediately in case of

leakage in 1 day

12. How do you rate the behaviour of counter staff/Deliverymen and Mechanic

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Table-3.12

Frequency Percent

Valid Very good 60 60.0 Good 14 10.0 Average 20 20.0 Poor 6 6.0 Very bad 0 0.0 Total 100 100.0


Diagram-3.12


60% of the respondents are in favour of very good behavior from the counter

staff/delivery men and mechanic of shreepatigouda gas agency, 14% of them are in

favour of good behavior and from the analysis 20% of them are in favour of average.

and While 6% of them are in favour of poor behavior of the counter staff/delivery

men and mechanic staff

13. How often does agency conduct mandatory inspection?

Table-3.13

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Frequency Percent

Valid 1 year 66 66.02 year 20 20.0

3 year 4 4.0 4 year 10 10.0

Total 100 100.0


Diagram-3.13


66% of the respondents are in favour that the agency conduct mandatory in inspection

once in a year,20% of the respondents are in favour that the agency conduct

mandatory in inspection once in a two year, 4% of the respondents are in favour that

the agency conduct mandatory in inspection once in a three year and While remaining

10% of of the respondents are in favour that the agency conduct mandatory in

inspection once in a four.

14. How do you rate overall Performance of Shreepatigouda Gas Agency?

Table-3.14

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Frequency Percent

Valid Very Good 80 80.0

Good 10 10.0Average 10 10.0

Poor 0 0.0Very Bad 0 0.0Total 100 100.0


Diagram-3.14





shreepatigouda gas agency

15. Do you want to migrate if new gas agency is allotted in this town?

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Table-3.15

Frequency Percent

Valid Yes 6 6.0

No 94 94.0

Don’t know 0 0.0

Total 100 100.0


Diagram-3.15


6% of the respondents are in favour of that they will migrate if new gas agency is

allotted in the town. and While 96% of them are in favour of that they don’t want

migrate if new gas agency is allotted in the town.

FINDINGS

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42% of the respondents were using the electrical coil for cooking before purchasing

the gas. 35% of the respondents were using the wood for cooking and remaining 23%

of them were using the kerosene for the cooking before they purchasing the gas

91% of the respondents are using the B P C gas. 5% of the respondents are using the

H P C gas and remaining 4% for the I O C gas

69% of the respondents are using single cylinder and While 31% of them are using

double cylinders



respondents say that they refill the cylinder in 50-60 days and While 10% of them

say that they refill the cylinder above 60 days.

35% of the respondents are booking their cylinders by meeting personally and

While remaining 65% are booking their cylinder by phone

10% of the respondents are says that the dealer deliver the cylinder on same day , 51%

of them says that dealer delivers the cylinder on 1 – 2 days, 29% of them says that

dealer deliver the cylinder on 2 – 3 days and While 10% of them says that dealer

deliver the cylinder on 4 – 6 days.



kitchen. 20% of the respondents are in favor that the delivery men deliver the cylinder

to store room, While remaining 7% of them are in favor that the delivery men deliver

the cylinder to some where out.

74% of the respondents are says that the delivery men confirms the weight of

cylinder and Nearly 36% of them are says that the delivery men does not confirms the

weight of cylinder

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90% of the respondents are says that the cylinder is adequate in quantity and

Remaining 10% of the respondents are says that the cylinder is not adequate in

quantity

64% of the respondents are says that the mechanic or gas dealer respond immediately

in case of leakage in 30 min.,6% of the respondents are says that the mechanic or gas

dealer respond immediately in case of leakage in 1 hour and Nearly 30% of the

respondents are says that the mechanic or gas dealer respond immediately in case of

leakage in 1 day

60% of the respondents are in favour of very good behavior from the counter

staff/delivery men and mechanic of shreepatigouda gas agency, 14% of them are in

favour of good behavior and from the analysis 20% of them are in favour of average.

and While 6% of them are in favour of poor behavior of the counter staff/delivery

men and mechanic staff

66% of the respondents are in favour that the agency conduct mandatory in inspection

once in a year,20% of the respondents are in favour that the agency conduct

mandatory in inspection once in a two year, 4% of the respondents are in favour that

the agency conduct mandatory in inspection once in a three year and While remaining

10% of of the respondents are in favour that the agency conduct mandatory in

inspection once in a four.




shreepatigouda gas agency

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6% of the respondents are in favour of that they will migrate if new gas agency is

allotted in the town. and While 96% of them are in favour of that they don’t want

migrate if new gas agency is allotted in the town

CONCLUSION

Less than anticipated growth in the face of intensifying competition and rising costs can

hardly be expected to get the company foaming.

Shreepatigouda gas agency is exclusive showroom and it is a well known service

provider for Bharat gas and they are well established in providing satisfactory after sales

services to its customers.

By seeing the observations most of the customers are having positive perception

towards Shreepatigouda gas agency and are satisfied with its services such as Availability of

Timely and safe delivery, Staff support, Trained Mechanics etc.

BENEFITS OF THE PROJECT:

The study will help the company to know the satisfaction level of customer

towards services provided by them.

The study will help the company to identify the factors of dis-satisfied customers.

The study will help the company to know whether their services are meeting their

customer satisfaction index or not.

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The study will help the company to focus on their weaker areas of services.

The study will help the company to improve their customer care activities to

delight and attract customers.

STATEMENT OF THE PROBLEM:

The present day market is flooded with a variety of gas Manufacturers as many as if not

more than companies like bharat gas, Hindustan gas, Indian gas and reliance gas etc, are

marketing their products.

Time has become talk of the town therefore the customers give utmost priority to

those gas Industries which produces varieties of gas with Price, Services etc, which have

been exerting influence on the playing decision of the consumer.

The shreepathgouda gas agency is the one of the best Dealer for Bharat gas

exclusively engaged in sales and services of gas it is the only company rendering better

performance from a long period of time with the presence of all these factors shreepathgouda

gas agency is making sales as hotcake.

The study on hand is directed to understand "A study on customer satisfaction

towards after sales services of shreepathgouda gas agency to improve the quality of service."

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Questionnaire

Dear Sir/Madam,

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Please provide the below mentioned information :

Name: _______________________________________________________

Address: _______________________________________________________

Occupation: _____________________________

Annual Income ______________________ Gender: Male [ ] Female [ ]

1. How do you use to cook the food before purchasing a gas?

1. electrical coil 2. Wood 3. kerosene

2. Which Company Gas do you own?

1. BPC 2. HPC 3. IOC

3. How many Cylinders do you have?

1. One 2.two

4. How often you Refill your Cylinder?

1. 20-30 days 2.30-50 days 3. 50-60 days 4.Above 60days

5. How do you Book a Cylinder?

1. Personally 2.Phone 3.Letter

4. SMS 5.IVRS

6. How many days does dealer takes to deliver the Cylinder?

1. Same day 2. 1-2 days 3. 2-3 days

4. 4-6days

7. Where does delivery men delivers the Cylinder?

1. Out Door 2.Kitchen 3.Store Room

4. Some where Out

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8. Does Delivery men Confirms the Weight of Cylinder?

1. Yes 2. No

9. Does Cylinders which you get is adequate in quantity?

1. yes 2.No

10. How much does delivery men charges extra other than billed amount?

1. Free 2 .5-10 Rs 3.10-20 Rs

11. How soon does Mechanic or Gas Dealer Respond Immediately in case of Leakage ?

1.30 Min 2. 1 hour 3.1 day

12. How do you rate the behaviour of counter staff/Deliverymen and Mechanic?

1. Very Good 2.Good 3.Averagre

3.Poor 4.Very Bad

13. How often does agency conduct mandatory inspection ?

1. year 2. 2 year 3. 3 Year 4. 4year

14. How do you rate overall Performance of Shreepatigouda Gas Agency?

1. Very Good 2.Good 3.Averagre 3.Poor 4.Very Bad

15. Do you want to migrate if new gas agency is allotted in this town?

1. Yes 2. No 3. Don’t Know

*** Thank You ***

BIBLIOGRAPHY

REFERENCE BOOKS:-

1. MARKETING RESEARCH Tull and Hawkins.

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3. MARKETING Lamb, Hair, McDaniel.

WEBSITE:-

1. www.ebharatgas.com

2. www.google.com.

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http://www.google.com/




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customer satisfaction @ bharat gas project report mba marketing

Business

mega residential

agency conduct

national safety

industrial

counter staffdelivery

free eye camp

crispy biscuits

shreepatigouda