''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 MANAGEMENT

MOHAN 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:

Number

Unit /

Quantity
Divisional Offices 44
LPG Area Offices 35
State Offices 15
Terminals and Depots 167
Aviation Fuel Stations 94
68.89
Total Product Tankage
Lakh kl.
LPG (Indane) Bottling Plants 87
3654

LPG Bottling Capacity 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 NOT CONCERNED 90

ATTENDANTS
OTHER FACILITIES NOT 100

i) WATER CONCERED

ii) FOOD

iii) AIRPRESSURE

iv) TYRE

v) PUNCTURE

vi) TOILET

vii) TELEPHONE

viii) PROPER SPACE

 84
86
88
90
92
94
96
98
100
102

RIGHT
QUALITY &
QUANTITY

ATTENDANTS
ATTITUDE

OTHER
FACILITIES
TRUCK DRIVER WANTS

TRUCK
DRIVERS
 0
20
40
60
80
100
120

RIGHT
QUALITY &
QUANTITY

ATTENDANTS
ATTITUDE

OTHER
FACILITIES
TRUCK OWNERS WANTS

TRUCK
OWNERS
AREAS VISITS IN DELHI CITY

TOTAL NO. TOTAL

TRUCK NO.TRUCK
PLACES VISITS
DRIVERS OWNERS

SURVEYE SURVEYED

D
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