Report on Xtra Care Ro

8/6/2019 Report on Xtra Care Ro

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ALIVE PROJECT

ON

STUDY OF BRAND EFFECTIVENESS OF XTRACARERETAIL OUTLETS OF IOCL

A live project submitted to IOCL RETAIL DIVISIONAL SALES OFFICE,AHMEDABAD during the SUMMER INTERNSHIP of

BACHELOR OF BUSINESS ADMINISTRATION

Submitted byDEVANSH RIDHVAJ BHATIA

IOCLAHMEDABAD

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(2011)

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CERTIFICATE

TO WHOM SO EVER IT MAY CONCERN

This is to certify that the project titled AStudy of Brand Effectiveness of XtraCareRetail Outlets of IOCL is an original work of student and is being submitted tocomplete his summer internship during the month of July August 2011.

This report has not been submitted earlier by any one for the fulfilment of therequirement of the course of study.

Also no part of this project may be used and reproduce by other, either accidentally orcommercially without the written consent of author and his mentor.

Signature of Student Signature of Mentor

Place: AhmedabadDate:

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ACKNOWLEDGEME N T

This is to acknowledge with thanks the help, guidance and support that I have receivedduring the internship. I sincerely express a deep sense of gratitude to the management ofIndian Oil Corporation Limited for giving me an opportunity to pursue my internship,and in particularMr. Alok Srivastava (Sr. Manager Retail Sales) for his guidance andsupport.

I must also thank Mr. Kamlesh Gandhi (Asst. Manager Retail Sales) and Mr.Deepak Kumar Sinha (Asst. Manager Retail Sales) for their valuable support andinputs provided by them.

In the end but not the least I would like to thank the retail outlet dealers and each personindividually who has devoted their valuable time in the completion of my survey datasheet.

Thank You to all.Devansh Ridhvaj Bhatia

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DECLARATION

I hereby declare that this report is the work of my research done on the topic ASTUDYOF BRAND EFFECTIVENESS OF XTRACARE RETAIL OUTLETS OF IOCL.

This report herein pertains to the study carried out by me along with the support of mymentor Mr. Alok Srivastava and co-mentors Mr. Kamlesh Gandhi and Mr. DeepakKumar Sinha. I have put utmost care and enthusiasm in preparing the same and thus holdthat the data reported is true and valid to my knowledge.

Thanking YouDevansh Ridhvaj Bhatia

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TABLE OF CONTENTS

Executive Summary.....................................................................................................

Introduction............................................................................................................. XtraCare Retail Outlets

Objective of Study.......................................................................................................

Sampling...

Research Methodology................................

Collection of Data........................................................................................................

Limitations...................................................................................................................

Data Analysis and Graphical Representation......................

2 - DISTRIBUTION...................................................................................................

Findings...................................

Conclusions.........................................

Bibliography................................

Questionnaire...............................

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INTRODUCTION

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SAMPLING

Random or Probability Sampling

Random or Probability Sampling:

In a random or probability sample, we know the chances, are that an element of the population will

or will not be included in the sample. As a result, we can assess objectively the estimates of the

population characteristics that result from our sample; that is, we can describe mathematically how

objective our estimates are. There are four types of random sampling:

Simple Random Sampling

Stratified Random Sampling

Simple Random Sampling:

Simple random sampling selects samples by methods that allow each possible to have an equal

probability of being picked and each item of the entire population to have an equal chance of being

include in the sample.

Stratified Random Sampling: In a stratified sample the sampling frame is divided into non-

overlapping groups or strata, e.g. geographical areas, age-groups, genders. A sample is taken from each

stratum, and when this sample is a simple random sample it is referred to as stratified random

sampling.

Advantages:

Stratification will always achieve greater precision provided that the strata have been

chosen so that members of the same stratum are as similar as possible in respect of the

characteristic of interest. The bigger the differences between the strata, the greater the

gain in precision. For example, if you were interested in knowing the brand

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effectiveness of XC R.Os you might stratify by age, income whereas if you were

interested in smoking you might stratify by gender or social class.

It is often administratively convenient to stratify a sample. Interviewers can be

specifically trained to deal with a particular age-group or ethnic group, or employees in a

particular industry. The results from each stratum may be of intrinsic interest and can be

analysed separately.

It ensures better coverage of the population than simple random sampling.

Disadvantages:

Difficulty in identifying appropriate strata.

More complex to organise and analyse results

Graphs and Charts:

Graphs and charts are great because they communicate information visually. For this

reason, graphs are often used in newspapers, magazines and businesses around the world.

A bar chart is used to graphically summarize and display the differences between groups of

data. A bar chart can be constructed by segmenting the range of the data into groups (also called

segments, bins or classes). For example, if your data ranges from age to age, you could have a group of

data for age below 20, a second group of data from 20 30, a third group of data for 30 - 40, and so on.

A pie chart is a circular chart divided into sectors, illustrating relative magnitudes or

frequencies or percents. In a pie chart, the arc length of each sector (and consequently its central angle

and area), is proportional to the quantity it represents. Together, the sectors create a full disk. It is

named for its resemblance to a pie which has been sliced.

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Chi Square Distribution (2):

If the null hypothesis is true, then the sampling distribution of the chi-square statistic, 2, can be closely

approximated by continuous curve known as a chi- square distribution. There is a different chi- squaredistribution for each different number of degrees of freedom.

For very small numbers of degrees of freedom, the chi-square distribution is severely skewed to the

right. As the number of degrees of freedom increases, the curve rapidly becomes more symmetrical

until the number reaches large values, at which point the distribution can be approximated by the

normal.

The chi- square distribution is a probability distribution. Therefore, the total area under the curve in

each chi-square distribution is 1.0. The chi-square test is a statistical test that can be used to determine

whether observed frequencies are significantly different from expected frequencies. For example, after

we calculated expected frequencies for different income and brand preference of XC R.O.s we would

use a chi-square test to compare the observed and expected frequencies and determine whether there is a

statistically significant difference between the two. As in other statistical tests, we begin by stating a

null hypothesis (H0: there is no significant difference between observed and expected frequencies) and

an alternative hypothesis (H1: there is a significant difference). Based on the outcome of the chi-square

test we will eitherrejectorfail to rejectthe null hypothesis.

Importance: Chi-square tests enable us to compare observed and expected frequencies objectively,since it is not always possible to tell just by looking at them whether they are "different enough" to be

considered statistically significant. Statistical significance in this case implies that the differences are

not due to chance alone, but instead may be indicative of other processes at work.

To calculate the degrees of freedom in the contingency table

Number of degrees of freedom = (no. of rows -1) (no. of columns -1)

2 = ( Oi Ei )2

Ei

Oi = Observed Frequency

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Ei = Expected Frequency

OBJECTIVES

To study the brand effectiveness of XtraCare R.Os. Provide suggestions and recommendations to improve the effectiveness of XtraCare R.Os.

Research Methodology & collection of data

Research can be defined as the systematic design, collection, and analysis and reporting of data and

findings relevant to news paper reading habits.

This survey was conducted in the context of knowing the effectiveness of XtraCare Retail Outlets.

Whole data was collected by face-to-face interviews of customers coming to XtraCare Retail Outlets.

The study provides a representative sample of various customers of 12 XtraCare Retail Outlets from old

and new Ahmedabad.

To carry out the study, it has been identified that two sources of information are required, that is

primary and secondary.

Primary data:

Primary data has been collected through questionnaires. The questionnaire was mostly related to the

income of the person, preference of company, age of the person, preference of delivery of cylinder, etc.

Secondary data:

The secondary data has been collected from books, and websites

Sample size

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The sample would be selected on random basis. A sample of 300 respondents would be used in the

research.

LIMITATIONS

Even through the project has been done with outmost care; it suffers from the following limitations:

Geographical Constraint: The survey is limited to only people of Ahmedabad, and by which

we cannot take the opinion of people from different regions.

As the project is a sampling study it may not picture the preference of all the customers.

All the respondents were not familiar with Hindi or English but knew only Guajarati. So it was

difficult to interact with them.

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ANALYSIS AND GRAPHCAL REPRESENTATION

The analysis in the form of statistical graphs is as follows:

TABLE NO. 1: AGE w.r.t. NO. OF PEOPLE(Stratification U sing A ge)

Age No. of People Percentage

< 20 18 6%

20-30 100 34%

30-40 82 27%

40-50 51 17%

> 50 49 16%

Total 300 100%

CHART NO. 1

INFERENCE: From the above graph it is found that 6% of people are less than 20 years of age, 34%are between 20 30 years of age, 27% are between 30 40 years of age, 17% arebetweem 40 50years ofage group and 16% are above 50 years of age.

TABLE NO 2: NO. OF MALES AND FEMALES

Gender No. of People Percentage

Male 258 86%

Female 42 14%

Total 300 100%

CHART NO. 2

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INFERENCE:

From the above graph it is found that 86% customers are male and 14% are females.

TABLE N O 3: MONTHLY INCOME w.r.t. NO. OF PEOPLE

Monthly Income No. Of People Percentage

Less Than Rs. 10,000 123 41%

Rs. 10,000 Rs. 20,000 111 37%

Rs. 20,000 Rs. 30,000 31 10%

Above Rs. 30,000 35 12%

TOTAL 300 100%

CHART NO. 3

INFERENCE:

From the above graph it is found that 41% of people earn less than Rs. 10,000/month, 37% earnbetween Rs. 10,000 - Rs. 20,000/month, 10% earn between Rs. 20,000 Rs. 30,000/month and 12%

earn above Rs. 30,000/month.

TABLE NO. 4: BRAND PREFERENCE w.r.t. NO. OF PEOPLE

Brand Preference No. Of People Percentage

BPCL 22 7%

HPCL 35 12%

IBP 3 1%

IOCL 198 66%

NO ANSWER 37 13%

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RELIANCE 4 1%

SHELL 1 0%

TOTAL 300 100%

CHART NO. 4

INFERENCE:

From above chart it is found that 7% people visit BPCL R.Os, 12% HPCL, 1% IBP, 66% IOCL, 1%RELIANCE and 13% people doesnt have any brand preference when it comes to R.Os.

TABLE NO. 5: FREQUENCY OF REFUELING w.r.t. NO. OF PEOPLE

Frequency No. Of People Percentage

Everyday 86 29%

Alternate Day 111 37%

Once In A Week 69 23%

Twice A Week 17 6%

Once In A Month 1 0%

Twice A Month 9 3%

Whenever Tank Is Empty 7 2%

TOTAL 300 100%

CHART NO. 5

INFERENCE:

From above graph it is shown that 29% people refuel their vehicle on daily basis, 37% alternate days,23% once in a week, 6% twice a week, 3% twice a month and 2% comes whenever their tank is empty.

TABLE NO. 6: NO. OF PEOPLE w.r.t. THEIR FAMILIERITY WITHXTRACARE R.O.s

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Are You Aware Of XtraCareR.O.'s

No. Of People Percentage

YES 12441%

NO 17659%

TOTAL 300 100%

CHART NO. 6

INFERENCE:

From above chart we can say that 41% customers are aware of XtraCare Retail Outlets and 59% areunaware.

TABLE NO. 7: TYPE OF R.O. w.r.t. NO. OF PEOPLE VISITING

Type Of Retail Outlet No. Of People Percentage

XtraCare R.O. 16655%

Normal R.O. 13445%

TOTAL 300 100%

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Brand XtraCare 15953%

For Sake Of Refuelling 14147%

TOTAL 300 100%

CHART NO. 9:

INFERENCE:

From above graph it is clear that 53% customer comes to XtraCare R.O. for the brand XtraCare and47% customer visit XtraCare R.O. just for the sake of refuelling.

TABLE NO. 10: NO. OF PEOPLE w.r.t. THEIR OPINION THAT XTRACARER.O.s ARE DIFFERENT FROM NORMAL R.O.s

XC R.O's Are Different InAppearance From Normal R.O's


YES 183

61%

NO 11739%

TOTAL 300 100%

CHART NO. 10:

INFERENCE:

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From above graph it is clear that 61% customers feel that XtraCare R.O.s are different from normalR.O.s and 39% feel that there is no difference.

TABLE NO. 11: VISUAL APPEARANCE OF XTRACARE R.O. w.r.t. NO. OF

PEOPLE

XC R.O.'s Look Different FromNormal R.O.'s


YES 8629%

NO 214

71%

TOTAL 300 100%

CHART NO. 11:

T ABLE NO. 12: NO. OF PEOPLE w.r.t. THE IR REASON FOR RE-VISITINGXTRACARE R.O.S

Reason No. Of People Percentage

Level Of Q&Q 14448%

Level Of Customer Service 54 18%

Value Added Services 00%

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Automation Of R.O. 31%

All The Above 9933%

TOTAL 300 100%

CHART NO. 12

INFERENCE:

From above graph it is clear that 48% customers come to XC R.O.s because of level of Q&Q, 18% dueto level of customer service, 1% due to automation and 33% come because of the combined reasons ofQ&Q, Customer Service, Value Added Services and Automation.

TABLE NO. 13: NO. OF PEOPLE w.r.t. THEIR BELIEF THAT XTRACARE ISA UNIQUE WAY OF SERVING CUSTOMERS

XC R.O.'s A Unique Way Of

Serving Customers


YES 28394%

NO 176%

TOTAL300 100%

CHART NO. 13:

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INFERENCE:

From above chart it is clear that 94% customers feel that XtraCare is a unique way of serving customersand 4% customers disagree to this.

TABLE NO. 14: NO. OF PEOPLE w.r.t. THEIR SATISFACTION ATXTRACARE R.O.s

Are You Satisfied With Service AtXC R.O.s

No. Of PeoplePercentage

YES 29699%

NO 41%

TOTAL300 100%

CHART NO. 14:

INFERENCE:

From above graph it is clear that 99% customers are satisfied with the services at XtraCare R.O.s and1% customers are not satisfied.

TABLE NO. 15: OTHER SERVICES PREFERED IN XTRACARE R.O.s w.r.t.NO. OF PEOPLE

Services No. Of People Percentage

Fast Food Junction 46 15%

ATM 34 11%

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Tyre Puncture Repair 18 6%

Car Wash 0 0%

Coffee Shop 20 7%

None 182 61%TOTAL 300 100%

CHART NO. 15:

INFERENCE:

From above graph it is clear that 15% customers prefer fast food junction in XC R.O.s, 11% saysATM should be compulsory, 6% prefer tyre puncture repair, 7% prefer coffee shop and 61% customerdont prefer any other service in XC R.O.s.

2- DISTRIBUTION

Example 1: BRAND PREFERENCE and AGE

HO: Brand Preference is independent of Age

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H1: Brand Preference is dependent of Age

Table No: 1

AGE

BRAND PREFERENCE < 20 20 30 30 40 40 50Above

50TOTAL

BPCL 4 9 4 1 4 22

HPCL 7 15 7 3 3 35

IOCL 12 55 57 40 34 198

IBP/RELIANCE/SHELL/NOANSWER

0 16 14 7 8 45

TOTAL 23 95 82 51 59 300

Chart No.1

EXPECTED VALUES:

Table No- 1(a)

Oij Eij Oij - Eij (Oij - Eij)2 (Oij - Eij)

2 / 2

4 1.686 2.314 5.354596 2.677298

9 6.966 2.034 4.137156 2.068578

4 6.013 -2.013 4.052169 2.026085

1 3.74 -2.74 7.5076 3.7538

4 4.326 -0.326 0.106276 0.053138

7 2.683 4.317 18.63649 9.318245

15 11.083 3.917 15.34289 7.671445

7 9.566 -2.566 6.584356 3.292178

3 5.95 -2.95 8.7025 4.35125

3 6.883 -3.883 15.07769 7.538845

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12 15.18 -3.18 10.1124 5.0562

55 62.7 -7.7 59.29 29.645

57 54.12 2.88 8.2944 4.1472

40 33.66 6.34 40.1956 20.0978

34 38.94 -4.94 24.4036 12.2018

0 3.45 -3.45 11.9025 5.95125

16 14.25 1.75 3.0625 1.53125

14 12.3 1.7 2.89 1.445

7 7.65 -0.65 0.4225 0.21125

8 8.85 -0.85 0.7225 0.36125

TOTAL 123.399

2 = ( Oi Ei )2

Ei



2 cal = 123.399

2 tab at 5% level of significance at (4-1)*(5-1) or 12 d.f.= degrees of freedom

2 tab= 21.03

So, 2 cal >2 tab

= 123.339 > 21.03

So, Reject Ho at 5% Level of Significance and at 12 degrees of freedom.

Therefore, Brand Preference is dependent of Age.

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Example 2: BRAND PREFERENCE and MONTHLY INCOME

HO: Brand Preference is independent of Monthly Income

H1: Brand Preference is dependent of Monthly Income

Table No: 2

MONTHLY INCOME

BRAND PREFERENCELESS THAN

RS. 10,000

RS. 10,000

RS. 20,000

RS. 20,000

RS. 30,000

ABOVE

RS. 30,000

TOTAL

BPCL 9 9 2 2 22

HPCL 19 11 4 1 35

IOCL 74 76 20 28 198

IBP/RELIANCE/SHELL/NOANSWER

21 15 5 4 45

TOTAL 123 111 31 35 300

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Chart No.2

EXPECTED VALUES:

Table No- 2(a)


2 / 2

9 9.02 -0.02 0.0004 0.0002

9 8.14 0.86 0.7396 0.3698

2 2.273 -0.273 0.074529 0.037265

2 2.566 -0.566 0.320356 0.160178

19 14.35 4.65 21.6225 10.81125

11 12.95 -1.95 3.8025 1.90125

4 3.616 0.384 0.147456 0.073728

1 4.083 -3.083 9.504889 4.752445

74 81.18 -7.18 51.5524 25.7762

76 73.26 2.74 7.5076 3.7538

20 20.46 -0.46 0.2116 0.1058

28 23.1 4.9 24.01 12.005

21 18.45 2.55 6.5025 3.25125

15 16.65 -1.65 2.7225 1.36125

5 4.65 0.35 0.1225 0.06125

4 5.25 -1.25 1.5625 0.78125TOTAL 65.20192

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2 = ( Oi Ei )2

Ei

Oi = Observed FrequencyEi = Expected Frequency

2 cal = 65.20192


2 tab= 16.92

So, 2 cal >2 tab

= 65.20192 > 16.92


Therefore, Brand Preference is dependent of Monthly Income.

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Example 3: AWARENESS ABOUT XC R.O.s and AGE

HO: Awareness Level is independent of Age

H1: Awareness Level is dependent of Age

Table No: 3

AGE

AWARENESSABOUT XC R.O.s

< 20 20 30 30 40 40 50 Above 50 TOTAL

YES 9 35 41 24 15 124

NO 9 65 41 27 34 176

TOTAL 18 100 82 51 49 300

Chart No.3

EXPECTED VALUES:

Table No- 3(a)


2 / 2

9 7.44 1.56 2.4336 1.2168

35 41.333 -6.333 40.10689 20.05344

41 33.893 7.107 50.50945 25.25472

24 21.08 2.92 8.5264 4.2632

15 20.253 -5.253 27.59401 13.797

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9 10.56 -1.56 2.4336 1.2168

65 58.666 6.334 40.11956 20.05978

41 48.106 -7.106 50.49524 25.24762

27 29.92 -2.92 8.5264 4.263234 28.746 5.254 27.60452 13.80226

TOTAL 129.1748

2 = ( Oi Ei )2

Ei



2 cal = 129.1748


2 tab= 9.49

So, 2 cal >2 tab

= 129.1748 > 9.49


Therefore, Awareness of XC R.O.s is dependent of Age.

Example 4: AWARENESS ABOUT XC R.O.s and MONTHLY INCOME

HO: Awareness Level is independent of Monthly Income

H1: Awareness Level is dependent of Monthly Income

Table No: 4

MONTHLY INCOME

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AWARENESS ABOUTXC R.O.s

LESS THANRS. 10,000

RS. 10,000 RS. 20,000

RS. 20,000 RS. 30,000

ABOVERS. 30,000

TOTAL

YES 48 41 17 18 124

NO 75 70 14 17 176

TOTAL 123 111 31 35 300

Chart No.4

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EXPECTED VALUES:

Table No- 4(a)


2 / 2

48 50.84 -2.84 8.0656 4.0328

41 45.88 -4.88 23.8144 11.9072

17 12.813 4.187 17.53097 8.765485

18 14.466 3.534 12.48916 6.244578

75 72.16 2.84 8.0656 4.0328

70 65.12 4.88 23.8144 11.9072

14 18.186 -4.186 17.5226 8.761298

17 20.533 -3.533 12.48209 6.241045

TOTAL 61.89241

2 = ( Oi Ei )2

Ei

Oi = Observed FrequencyEi = Expected Frequency

2 cal = 61.89241


2 tab= 7.82

So, 2 cal >2 tab

= 61.89241 > 7.82


Therefore, Awareness of XC R.O.s is dependent of Monthly Income.

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Example 5: REFUELLING PLACE and AGE

HO: Refuelling Place is independent of Age

H1: Refuelling Place is dependent of Age

Table No: 5

AGE

REFUELLINGPLACE

< 20 20 30 30 40 40 50 Above 50 TOTAL

XTRACARE R.O. 10 49 49 25 33 166

NORMAL R.O. 8 51 33 26 16 134

TOTAL 18 100 82 51 49 300

Chart No.5

EXPECTED VALUES:

Table No- 5(a)


2 / 2

10 9.96 0.04 0.0016 0.0008

49 55.333 -6.333 40.10689 20.05344

49 45.373 3.627 13.15513 6.577565

25 28.22 -3.22 10.3684 5.1842

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33 27.113 5.887 34.65677 17.32838

8 8.04 -0.04 0.0016 0.0008

51 44.666 6.334 40.11956 20.05978

33 36.626 -3.626 13.14788 6.57393826 22.78 3.22 10.3684 5.1842

16 21.886 -5.886 34.645 17.3225

TOTAL 98.2856

2 = ( Oi Ei )2

Ei



2 cal = 98.2856


2 tab= 9.49

So, 2 cal >2 tab

= 98.2856 > 9.49


Therefore, Refuelling Place is dependent of Age.Example 6: REFUELLING PLACE and MONTHLY INCOME

HO: Refuelling Place is independent of Monthly Income

H1: Refuelling Place is dependent of Monthly Income

Table No: 6

MONTHLY INCOME

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REFUELLING PLACELESS THANRS. 10,000

RS. 10,000 RS. 20,000

RS. 20,000 RS. 30,000

ABOVERS. 30,000

TOTAL

XTRACARE R.O. 66 63 16 21 166

NORMAL R.O. 57 48 15 14 134

TOTAL 123 111 31 35 300

Chart No.6

EXPECTED VALUES:

Table No- 6(a)


2 / 2

66 68.06 -2.06 4.2436 2.1218

63 61.42 1.58 2.4964 1.2482

16 17.153 -1.153 1.329409 0.664704

21 19.366 1.634 2.669956 1.334978

57 54.94 2.06 4.2436 2.1218

48 49.58 -1.58 2.4964 1.2482

15 13.846 1.154 1.331716 0.665858

14 15.633 -1.633 2.666689 1.333345

TOTAL 10.73889

2 = ( Oi Ei )2

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Ei



2 cal = 10.73889


2 tab= 7.82

So, 2 cal >2 tab

= 10.73889 > 7.82


Therefore, Refuelling Place is dependent of Monthly Income.

Example 7: REASON FOR CHOOSING XC R.O.s and AGE

HO: Reason for choosing XC R.O.s is independent of Age

H1: Reason for choosing XC R.O.s is dependent of Age

Table No: 7

AGE

REASON FOR CHOOSING XCR.O.s

< 20 20 30 30 40 40 50 Above 50 TOTAL

BRAND XTRACARE 11 47 44 29 28 151

FOR SAKE OFREFUELLING

7 53 38 22 21 141

TOTAL 18 100 82 51 49 300

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Chart No.7

EXPECTED VALUES:

Table No- 7(a)


2 / 2

11 3.523 7.477 55.90553 27.95276

47 50.333 -3.333 11.10889 5.554444

44 41.273 2.727 7.436529 3.718264

29 25.67 3.33 11.0889 5.54445

28 24.663 3.337 11.13557 5.567785

7 8.46 -1.46 2.1316 1.0658

53 47 6 36 18

38 38.54 -0.54 0.2916 0.1458

22 23.97 -1.97 3.8809 1.94045

21 23.03 -2.03 4.1209 2.06045

TOTAL 71.5502

2 = ( Oi Ei )2

Ei



2 cal = 71.5502


2 tab= 9.49

So, 2 cal >2 tab

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= 71.5502 > 9.49


Therefore, Reason for choosing XC R.O.s is dependent of Age.

Example 8: REASON FOR CHOOSING XC R.O.s and MONTHLY INCOMEHO: Reason for choosing XC R.O.s is independent of Monthly Income

H1: Reason for choosing XC R.O.s is dependent of Monthly Income

Table No: 8

MONTHLY INCOME

REASON FOR CHOOSING XC R.O.s

LESS THANRS. 10,000

RS. 10,000 RS. 20,000

RS. 20,000 RS. 30,000

ABOVERS. 30,000 TOTAL

BRAND XTRACARE 63 64 17 15 159

FOR SAKE OFREFUELLING

60 47 14 20 141

TOTAL 123 111 31 35 300

Chart No.8

EXPECTED VALUES:

Table No- 8(a)


2 / 2

63 65.19 -2.19 4.7961 2.39805

64 58.83 5.17 26.7289 13.36445

17 16.43 0.57 0.3249 0.16245

15 18.55 -3.55 12.6025 6.30125

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60 57.81 2.19 4.7961 2.39805

47 52.17 -5.17 26.7289 13.36445

14 14.57 -0.57 0.3249 0.16245

20 16.45 3.55 12.6025 6.30125TOTAL 44.4524

2 = ( Oi Ei )2

Ei



2 cal = 44.4524


2 tab= 7.82

So, 2 cal >2 tab

= 44.4524 > 7.82


Therefore, Reason for choosing XC R.O.s is dependent of Monthly Income.

Example 9: REASON FOR RE-VISITING XC R.O.s and AGE

HO: Reason for re-visiting XC R.O.s is independent of Age

H1: Reason for re-visiting XC R.O.s is dependent of Age

Table No: 9

AGE

REASON FOR RE-VISITING XCR.O.s

< 20 20 30 30 40 40 50 Above 50 TOTAL

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LEVEL OF Q&Q 12 56 32 21 23 144

LEVEL OF CUSTOMERSERVICE

3 21 10 8 12 54

AUTOMATION OF XCR.O.

0 2 1 0 0 3

ALL THE ABOVE 3 21 39 22 14 99

TOTAL 18 100 82 51 49 300

Chart No.9

EXPECTED VALUES:

Table No- 9(a)


2 / 2

12 8.64 3.36 11.2896 5.6448

56 48 8 64 32

32 39.36 -7.36 54.1696 27.0848

21 24.48 -3.48 12.1104 6.0552

23 23.53 -0.53 0.2809 0.14045

3 3.24 -0.24 0.0576 0.0288

21 18 3 9 4.5

10 14.76 -4.76 22.6576 11.3288

8 9.18 -1.18 1.3924 0.6962

12 8.82 3.18 10.1124 5.0562

0 0.18 -0.18 0.0324 0.0162

2 1 1 1 0.5

1 0.82 0.18 0.0324 0.0162

0 0.51 -0.51 0.2601 0.13005

0 0.49 -0.49 0.2401 0.12005

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3 5.94 -2.94 8.6436 4.3218

21 33 -12 144 72

39 27.06 11.94 142.5636 71.2818

22 16.83 5.17 26.7289 13.3644514 16.17 -2.17 4.7089 2.35445

TOTAL 256.64

2 = ( Oi Ei )2

Ei



2 cal = 256.64


2 tab= 21.03

So, 2 cal >2 tab

= 256.64 > 21.03


Therefore, Reason for Re-visiting XC R.O.s is dependent of Age.

Example 10: REASON FOR RE-VISITING XC R.O.s and MONTHLY INCOME

HO: Reason for re-visiting XC R.O.s is independent of Monthly Income

H1: Reason for re-visiting XC R.O.s is dependent of Monthly Income

Table No: 10

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MONTHLY INCOME

REASON FOR RE-

VISITING XC R.O.s

LESS THAN

RS. 10,000

RS. 10,000

RS. 20,000

RS. 20,000

RS. 30,000

ABOVE

RS. 30,000

TOTAL

LEVEL OF Q&Q 68 49 14 13 144

LEVEL OF CUSTOMERSERVICE

22 17 7 8 54

AUTOMATION OF XC R.O. 2 1 0 0 3

ALL THE ABOVE 31 44 10 14 99

TOTAL 123 111 31 35 300

Chart No.10

EXPECTED VALUES:

Table No- 10(a)

Oij Eij Oij - Eij (Oij - Eij)

2

(Oij - Eij)

2

/ 268 59.04 8.96 80.2816 40.1408

49 53.28 -4.28 18.3184 9.1592

14 14.88 -0.88 0.7744 0.3872

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13 16.8 -3.8 14.44 7.22

22 22.14 -0.14 0.0196 0.0098

17 19.98 -2.98 8.8804 4.4402

7 5.58 1.42 2.0164 1.00828 6.3 1.7 2.89 1.445

2 1.23 0.77 0.5929 0.29645

1 1.11 -0.11 0.0121 0.00605

0 0.31 -0.31 0.0961 0.04805

0 0.35 -0.35 0.1225 0.06125

31 40.59 -9.59 91.9681 45.98405

44 12.21 31.79 1010.604 505.3021

10 10.23 -0.23 0.0529 0.02645

14 11.55 2.45 6.0025 3.00125

TOTAL 618.5361

2 = ( Oi Ei )2

Ei



2 cal = 618.5361


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2 tab= 16.92

So, 2 cal >2 tab

= 618.5361 > 16.92


Therefore, Reason for Re-visiting XC R.O.s is dependent of Monthly Income.

Example 11: SATISFACTION AT XC R.O.s and AGE

HO: Satisfaction at XC R.O.s is independent of Age

H1: Satisfaction at XC R.O.s is dependent of Age

Table No: 11

AGE

SATISFACTIONAT XC R.O.

< 20 20 30 30 40 40 50 Above 50 TOTAL

YES 18 100 81 49 48 296

NO 0 0 1 2 1 4

TOTAL 18 100 82 51 49 300

Chart No.11

EXPECTED VALUES:

Table No- 11(a)

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2 / 2

18 17.76 0.24 0.0576 0.0288

100 98.666 1.334 1.779556 0.889778

81 80.906 0.094 0.008836 0.00441849 50.32 -1.32 1.7424 0.8712

48 48.346 -0.346 0.119716 0.059858

0 0.24 -0.24 0.0576 0.0288

0 1.333 -1.333 1.776889 0.888445

1 1.093 -0.093 0.008649 0.004325

2 0.68 1.32 1.7424 0.8712

1 0.653 0.347 0.120409 0.060205

TOTAL 3.707029

2 = ( Oi Ei )2

Ei



2 cal = 3.707029


2 tab= 9.49

So, 2 cal


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Example 12: SATISFACTION AT XC R.O.s and MONTHLY INCOME

HO: Satisfaction at XC R.O.s is independent of Monthly Income

H1: Satisfaction at XC R.O.s is dependent of Monthly Income

Table No: 12

MONTHLY INCOME

SATISFACTION AT XCR.O.

LESS THANRS. 10,000

RS. 10,000 RS. 20,000

RS. 20,000 RS. 30,000

ABOVERS. 30,000

TOTAL

YES 121 111 30 34 296

NO 2 0 1 1 4

TOTAL 123 111 31 35 300

Chart No.12

EXPECTED VALUES:

Table No- 12(a)


2 / 2

121 121.36 -0.36 0.1296 0.0648

111 109.52 1.48 2.1904 1.0952

30 30.586 -0.586 0.343396 0.171698

34 34.533 -0.533 0.284089 0.1420452 1.64 0.36 0.1296 0.0648

0 1.48 -1.48 2.1904 1.0952

1 0.413 0.587 0.344569 0.172285

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1 0.466 0.534 0.285156 0.142578

TOTAL 2.948606

2 = ( Oi Ei )2

Ei



2 cal = 2.948606


2 tab= 7.82

So, 2 cal


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It is seen that 55% people visit XtraCare R.O.s and 45% people visit normal R.O.s.

It is seen that 6% customers learnt about XtraCare R.O.s through advertisement, 5% customers

were informed by their friends, 36% came to know because the pump is near their home, 42%

know by their personal experience and 11% customers are didnt respond to this question.

It is seen that 53% customer comes to XtraCare R.O. for the brand XtraCare and 47% customer

visit XtraCare R.O. just for the sake of refuelling.

It is seen that 61% customers feel that XtraCare R.O.s are different from normal R.O.s and

39% feel that there is no difference.

It is seen that 48% customers come to XC R.O.s because of level of Q&Q, 18% due to level of

customer service, 1% due to automation and 33% come because of the combined reasons of

Q&Q, Customer Service, Value Added Services and Automation.

It is seen that 94% customers feel that XtraCare is a unique way of serving customers and 4%

customers disagree to this.

It is seen that 99% customers are satisfied with the services at XtraCare R.O.s and 1%

customers are not satisfied.

It is seen that 15% customers prefer fast food junction in XC R.O.s, 11% says ATM should be

compulsory, 6% prefer tyre puncture repair, 7% prefer coffee shop and 61% customer dont

prefer any other service in XC R.O.s.

By Chi Square Testing It Is Found That:

Brand Preference is dependent of Age. Brand Preference is dependent of Monthly Income. Awareness of XC R.O.s is dependent of Age. Awareness of XC R.O.s is dependent of Monthly Income. Re-fuelling Place is dependent of Age.

Re-fuelling Place is dependent of Monthly Income.

Reason for choosing XC R.O.s is dependent of Age.

Reason for choosing XC R.O.s is dependent of Monthly Income.

Reason for Re-visiting XC R.O.s is dependent of Age. Reason for Re-visiting XC R.O.s is dependent of Monthly Income.

Satisfaction at XC R.O.s is independent of Age. Satisfaction at XC R.O.s is independent of Monthly Income.

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SUGGESTIONS AND RE COM M ENDATIONS

SUGGESTIONS FOR BRAND NAME XTRA :

1) Customers do not consider Xtra as a BRAND NAME for IOCL products but in fact

misinterpret XtraCare as Xtra Premium Petrol and Xtra Mile Diesel. Xtra loses its

importance when not marketed properly.

2) For Retail Outlets XtraCare makes sense but the company should consider rebranding the

premium products like BPCL uses Speed for MS and HPCL uses Power. Premium fuels

should have a punch name.

3) If Xtra is used for R.O.s then it should not be used in other premium products. Company

should do separate color coding for all its premium products and brands.

4) XtraCare R.O.s should have unique color schemes. This will avoid confusion.

SUGGESTIONS FOR AUTOMATION:

1) Dealers cannot rely fully on automation system as it is not full proof when daily money is at

stake. Automation does not give a visible benefit to the customers as the customer cannot

differentiate between an automated and a non-automated R.O. Maintenance issues take long

time before taken into consideration.

2) Billing Printers should be of better quality and timely maintenance of machines should be done.

3) The company should upgrade XC R.O.s to Visual & Graphical Automation. The D.U. display

system should be made digital and Talk to me technology or laser imaging should be used to

display the meter on the windshield of customers vehicle. This will reduce the chances of

cheating.

4) Contractors are not giving proper service and the company should appoint new contractors with

better know how about the maintenance of machines.

5) Connection Errors are frequent and causes problems.

6) Dealers are not fully aware of automation system. Proper training should be given to the dealers

and other employees of R.O.

7) Automation doesnt work with XtraPower fleet cards.

8) An R.O. should be commissioned as XtraCare only if it is fully automated.

SUGGESTIONS FOR EDUCATING CUSTOMER S ABOUT XTRACARE R.O.s:

1) Company should promote the brand XtraCare through mass media. People do not feel the

importance of knowing a brand which is not promoted by the company as a whole.

2) Regular campaigns should be done to promote XtraCare and the campaigns should involve the

dealer, company officials and customers.

3) Verbal Advertisement by Pump Attendants should be done.

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4) Retail Outlet dealers should give ads in local TV channels aiming to inform customers about their

XtraCare R.O.s

RECOMMENDATIONS FOR XTRACARE RETAIL OUTLETS:

1) XtraCare R.O.s should be made separate entity for the common man to identify the difference.

2) Brand XtraCare should be promoted in all media with follow up promotion by the dealers.3) Campaigns promoting Knowledge on XtraCare should be organized at R.O.s involving Dealers,

Company Officials and Customers.

4) IOCL should have a distinct policy for XC R.Os. Company should implement spot advertising in

XC pumps to generate non fuel revenue. Place selling should be done by inviting various FMCG

and other cos to put there ads in XC R.Os. This will help company to take actions against BPCL

& HPCL who has started doing this. This will also help the co. to provide reward to the customers

using premium fuel.

5) There should be special membership cards for XtraCare customers. Also the company should do

tie ups with Local Restaurants like Pizza Hut, McDonalds, etc. cinema halls like PVR etc. and

other places which are frequently visited by customers to claim their REWARD.6) Company should start outsourcing HR services to hire skilled labor for XC Retail Outlets. This can

be done by NGOs or any other agency. This would help the company to employ quality labor and

will improve customer service.

7) Women employees should be promoted in XC R.O.s.

8) Infomercials should be given in TV and Print Media educating customers about XtraCare R.O.s.

9) Different appearance of XtraCare retail outlets and the dress of XC R.O.s employees should be

different from normal IOCL R.O.s.

10) Regular maintenance of XC pumps should be done and Lighting and Hoardings should be changed

immediately if there is a problem.

11) XC R.O.s should have good infrastructure. Modern dispensing units should be installed in XCpumps.

12) There should be separate contractors to look after the XC R.O.s. They should have a proactive

approach of serving XC R.O.s.

Documents

Report on Xtra Care Ro