CHAPTER I INTRODUCTION AND DESIGN OF THE STUDY

1.1 INTRODUCTION Of the two billion people in the world currently dependent on biomass energy (chiefly wood, and also dung and crop residues), some 700 million are estimated to live in India alone (ESMAP, 2001). According to the Census of India, 2001, about 91% of rural and 31% of urban homes depend chiefly on traditional fuels, fuel-wood, animal and crop waste and charcoal -- for cooking. Dependence on traditional forms of biomass adversely affects human productivity particularly when time is increasingly spent out of and beyond afield for diminishing fuel-wood sources and if the health of those exposed is endangered by high concentration of particular matter from inefficiently burnt domestic fuels. While individuals (mainly women and girls) are exposed to the injurious effects (of smoke inhalation, the emission of unburned hydrocarbons through traditional stoves, and soot deposits when washed off vessels, etc.) and also have to spend time on fuel gathering, the community as a whole is adversely affected both by the ambient pollution created by simultaneous cookfires and through land degradation in cases where fuel-wood is gathered in an unsustainable manner. Specifically recognized the challenge of providing access for rural households to modern energy sources and called for a rural energy transformation, efforts have focused chiefly on electricity

generation. This has meant that the need for cleaner and more efficient cooking fuels has not been adequately addressed. Trends in household fuel use can also be viewed along an energy ladder, from simple biomass fuels -- twigs/shrubs, dung, crop waste -at the lowest levels, to fuel-wood, charcoal, and kerosene, and finally to LPG and electricity. The fuel-stove combinations become cleaner and more efficient, but also increase in capital costs as the ladder is ascended (OTA, 1992). Therefore, as household income increases, people are able to move up the energy ladder, affording seemingly more expensive but more efficient sources of energy, if they are accessible. Unfortunately, while households around the world have moved to higher quality rungs of the ladder, in developing countries many are still dependent on fuel-wood or have been forced down by local wood shortage to crop residues or even shrubs and grasses (UNDP, 1998). It therefore is pertinent to assess the current use of various domestic cooking fuels and the possibility of shifting to cleaner and more efficient options. One of these options is liquefied petroleum gas (LPG) However, the likelihood of enhancing supplies of LPG and a distribution network to meet increasing domestic demand have also to be considered. Juxtaposed with the household demand must be the competing demand from the automobile sector. This necessitates an assessment of the supply-side requirements from refinery capacity to transport, bottling and distribution, and the associated constraints.

1.2 INDIAN CONSUMER A consumer is exposed to many and varied sources of information in the process of making a decision to purchase. The perception of the consumer about the appropriateness and reliability of these sources contribute to the sources effectiveness and help him to make the final choice. Information search is therefore, a vital pre-purchase activity in any purchase decision. The consumer has to face many complex sets of alternatives in many purchase situations. He may have to choose among a great variety of commodities and commodity classes with his rupee. From each product category, he may make selection from different sizes, colours, styles, models and brands. The consumer has also to make decisions about when and where to buy a certain product, how much he wants to spend on it, or how much he can afford and how he will pay for it. Some purchase decisions are routine and may not require little more than the blink of an eye. Other purchase situations may be more complex. examined. Some products may require more cash outlays. In some Many product purchases may require the evaluation of others, considerations like safety and health may also have to be variety of economic, social and psychological factors. When the consumer evaluates the consequences of his purchase decision, he may perceive some degree of what Bauer called 'perceived risk'. If the perceived risk factor is light, it may not impede the purchase decision to any large extent.

If the degree of risk is greater, the purchase may be cancelled or postponed. In such cases the consumer may have the option to reduce his perceived risk through search acquisition of more information prior to purchase. The need and significance of pre-purchase information in consumer evaluations of products and brands is well documented in the literature of the past. As far as the durable goods are concerned studies have been conducted to determine the amount of search by consumers prior to purchase as well as to the identity of the major influence on such search. This study aims to out answers to some questions in respect of buyers of Television. Some of the questions are as below. How many sources of information do consumers consult before they buy? Do the sources vary in number in terms of product? Which source of information is perceived by the consumer to be important? What factors the consumer considers at the time of making his choice? Search process precedes the purchase. A consumer with high information requirements may presumably invest more effort into his search. If information is not readily available to the consumer, his effort might be directed at finding more. If such information is accessible to that consumer, his search effort may consist in sorting out those clues

that are relevant to him. Either way, the procured information may not fully satisfy the consumer's requirements. So, consumers with high search effort tend to express greater purchase satisfaction than those win low effort, even when the product evaluation falls below satisfaction. Some consumers, who are acquisition minded and anxious to finalize the purchase, may lack the patience and interest to engage themselves in extended search procedures. They are consumers with low information requirement who spend less effort in their search. Some may lack knowledge of appropriate information sources. Inspite of many devices, measures and laws, which bring protection to consumers, consumerism in India is not successful. But steps have been taken in recent years to support consumerism and upgrade consumer protection. Rising incomes and the range of new products have multiplied the number, value and variety of consumer market transactions. Therefore, there are far more opportunities for consumer deception than ever. The movement towards the consumer's welfare and protection is called 'Consumerism'. A consumer needs guidelines and product data and information so as to be provided with market transparency. Consumer is lacking that information and as a result he is ill-equipped to make intelligent choices. It is the fault of the business community, which is either unable or unwilling to provide the information, which consumers require for intelligent decision-making.

After acquiring the needed product information through proper search, the consumer has to evaluate the competing alternatives to arrive at a purchase decision. This involves the interaction of different factors like price, brand popularity, technical performance, service and availability of spare parts, size, colour, design, warranty, discounts and gifts, etc. Based on the evaluation of important factors, the consumer makes a purchase decision. INDIAN MARKETING ENVIRONMENT India is the second largest market in the world if people constitute markets. The needs of 750 million people of the country are of enormous magnitude. Geographically, the Indian market is scattered over six lakhs villages and five thousand small and big towns. The Indian market is not only vast and scattered but is extremely complex. The vast population of the land with their extreme diversities in terms of religion, customs and language present the most bizarre market of the world. There are six religions and hundreds of sects and sub sects. The people speak seventeen different languages and hundred of local dialects. There is no common life style and consumption habit. In India, the state plays a regulatory role. While

analyzing the Indian market environment, it has to be noted that it is the by-product of an economy characterized by licensing, tariff protections and restrictions over corporate investment. Not only in the matter of investment decisions, but also even in the case of pricing, distribution and competitive aspects of various sectors, the state plays a key role. The control over the economy might have impaired

the

rate

of growth of certain business. But it has not eliminated the

opportunities for employing innovative marketing strategies. Indian economy is a mixed economy. More and more investment areas are throwing open to the private sector. India today is nearer to a free market economy. Seller's market conditions do prevail in certain sectors of the Indian Economy. At the same time, the seller's market conditions are not true of all sectors of the Indian economy. In any sector, there is vibrant competition. Even in those sectors where demand is more and supply is less, competition is present and a choice is available to the customer. The existing manufacturing capacities are being enhanced in almost all sectors of the Indian business. New investment, new manufacturing units, and new business houses are giving a new dimension to the Indian marketing profile. This means that the production will not just get sold unless every producer promotes his product or brand. Brand competition has become a striking feature of the marketing scene in India in both consumer goods and Industrial goods. This is evident from the level of advertising and sales promotion activities that is going on in India. Another notable feature of the Indian marketing environment is the predominance of the urban market. A major chunk of the consumer goods produced is consumed by the urban market. The producers of consumer goods and services have mostly been concentrating on this

urban market consumer, having a highly discretionary income at their disposal. But of late, this preoccupation with the urban market is giving place to steady exploitation of the hidden potential of India's rural market. There is a good demand base for several new products and services in the fast developing rural India. Marketing is used to create the customer, to keep the customer and to satisfy the customer. With the customer as the focus of its activities, it can be concluded that marketing management is one of the major components of business management. The evolution of marketing was caused due to mature markets and overcapacities in the last decades. Companies then shifted the focus from production more to the customer in order to stay profitable. The term marketing concept holds that achieving organizational goals depends on knowing the needs and wants of target markets and delivering the desired satisfactions. It proposes that in order to satisfy its organizational objectives, an organization should anticipate the needs and wants of consumers and satisfy these more effectively than competitors. Marketing is a comprehensive term and it includes all resources and a set of activities necessary to direct and facilitate the flow of goods and services form producer to consumer in the process of distribution. The topic of brand preference has drawn substantial attention in recent years as a field of study and it is fair to say that much has been learned. It is a dynamic field and many discoveries are still to be made.

Marketing is a process of planning and executing the conception, pricing, promotion and distribution of ideas, goods and services to create exchanges that will satisfy individual and organizational objectives. 1.3 CONSUMER BEHAVIOUR The study to brand exposes important problems for both marketers and consumers durable is largely influenced by a number of factors such as advertisement, price, quality, performance. These factors play a vital role in the decision making process and in the brand preference. Consumer behaviour is the study of why, how, what, where and how often do consumption is taking place for a particulars product. Customer is very often referred to as a King. Customers are value maximisers websterss Dictionary says Fulfilment of a need or a want is customer satisfaction. Satisfaction is a persons feeling of pleasure or disappointment resulting from composition of a products perceived and actual performance in relation to his or her expectations. So consumers satisfaction is a function of a products perceived performance and the customers expectations. Over the years marketing has undergone substantial changes both in nature role and functions. Modern concept of marketing is different from the traditional concept. Market for most commodities may be

through of not geographical meeting place but as getting together of buyer & seller in person, by mail, telegraph or any other means. Consumers behaviour can be said as the activities people engage in when selecting purchasing and using products so as to satisfy need and desires. Buying behaviour A marketing firm, in the course of its operations, must ascertain the nature of buying behaviour, if it is to market properly its product. In order to entice and persuade a consumer to buy a product, the psychological/behavioural process of how a given product is purchased. Buying behaviour consists of two prime strands, namely being consumer (B2C) behaviour and organisational/industrial behavior (B2B). B2C buying behaviour This mode of behaviour concerns consumers, in the purchase of a given product. The B2C buying process is as thus:

Need/want recognition Information search Search for alternatives (to satisfy need/want) Purchase decision Post-purchase evaluation As an example, if one pictures a pair of sneakers, the desire for a

pair of sneakers would be followed by an information search on available types/brands. This may include perusing media outlets, but

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most commonly consists of information gathered from family and friends. If the information search is insufficient, the consumer may search for alternative means to satisfy the need/want. In this case, this may be buying leather shoes, sandals, etc. The purchase decision is then made, in which the consumer actually buys the product. Following this stage, a post-purchase evaluation is often conducted, comprising an appraisal of the value/utility brought by the purchase of the sneakers. If the value/utility is high, then a repeat purchase may be bought. This could then develop into consumer loyalty, for the firm producing the pair of sneakers. B2B buying behaviour B2B buying behaviour relates to organisational/industrial buying behaviour. B2C and B2B behaviour are not exact, as similarities and differences exist. Some of the key differences are listed below: Consumer behaviour

Low in monetary value Low in volume/mass Swift purchase Transaction marketing-based Single buying instances Number of consumer is higher Individual/market-based demand

Organisational behaviour

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High in monetary value High in volume/mass Lengthy purchase process Relationship marketing-based Multiple buying instances Number of consumers is lesser Demand is consumer derived (in that firms purchase goods to ultimately meet consumer demand)

The organisational buying process:

Problem recognition Need description Product specification Supplier search Proposal solicitation Supplier selection Order routine specification Supplier performance review In a straight rebuy, the fourth, fifth and sixth stages are omitted.

In a modified rebuy scenario, the fifth and sixth stages are precluded. In a new buy, all aforementioned stages are conducted. The Decision Making Unit (DMU) The DMU, in other terms, can be labelled as the Purchasing or Procurement departments of an organisation. Accordingly, it is responsible for the purchasing of organisational items and assets.

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1.4 SCOPE OF THE STUDY The study on Domestic gas with respect to consumer preference aims at finding out the protectoral and expectation in market. This enables to know about the strength and weakness of the victory product available in the market. This project has the importance of additional features in the Domestic gas, finally the study attempts to find out the opinion about the sales, price and quality of product with regard to Domestic gas. The study by ascertaining the factors that motivates and end-user to purchase Domestic gas enables the company to channels its service, advertisement companys accordingly. Consumers expectations are also gauged to help the company in proactive strategy formulations. 1.5 OBJECTIVES OF THE STUDY
To find out the customer preference of Domestic gas. To find out the advertisements effectiveness of Domestic gas. To find out the market position of Domestic gas.

To find out the brand preference of the customers. To find out the buying attitude of the respondents.

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1.6

NEED OF THE STUDY The term consumer behaviour refers to the behaviour that

consumer display in searching for purchasing, using, evaluating and disposing of products and services that they expect will satisfy needs consumers are highly complex individuals. Subject to a variety of psychology and sociology needs. Needs and priorities of different consumers segment differ drastically in this comprehensive era a large no. of domestic LPG brands are available in the market with different models and price level choices for the consumer is available. The study of examine
How they prefer it buy from the quantum How the needs changes How the marketing trends changes

1.7 METHODOLOGY The validity of research mainly depends on the proper method data collection and suitable technique of analysis. Data interpretation is used for the statistical analysis. Any estimate in the study is generalized only when the design of the study is properly executed.

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1.8 RESEARCH DESIGN The research design is the arrangement of condition for collection and analysis of data in a manner that assists to combine relevance to the research purpose with economy in procedure. The design used in the project is study is descriptive type. It contains surveys and fact findings, enquiries. The major purpose of this research is description of the state of affairs, as it exits at present. Sampling technique Sampling is the process of obtaining information about entire population by examining only a part of it. Random sampling technique is used in this study from the population samples are picking up randomly. Sources of data Primary data The study is mainly based on primary data. First hand information is collected by well structured questionnaire. Convenient sampling method is adopted in the selection of respondents. Information is obtained from the sample of 100 respondents.

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Secondary data Secondary data include various, journal, newspapers and management which provide valuable information relating to the topic. The data collected is tabulated further. 1.9 TOOLS OF ANALYSIS Simple statistical tools like percentage analysis and advance statistical tool like chi-square test were used for analysis. Null hypothesis were set based on the data inference were drawn accordingly. To establish relationship between opinion about the price and personal factors influencing chi-square to be applied. The 2 test (pronounced as chi-square test) is one of the simplest and most widely used non parametric test in statistical work. The symbol x2 is the Greek letters chi. The 2 test was first used by karl pearson in the year 1990. The quantity 2 describes the magnitude of the discrepancy between theory and observation. The procedure followed 1. Formulate the null hypothesis 2. Fix the level of significance 3. Calculate the test statistic 2 =

(O-E)2 E

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Degrees of freedom Where O E R C = = = =

(R-1) (C-1)

Observed frequency Expected frequency No. of rows No. of columns

The expected frequency is calculated by using the following formula

Row Total x Column Total Grand Total

1.10 LIMITATIONS OF THE STUDY

The study is limited to Salem District only and therefore the

findings of the study cannot be extended to other areas. The time duration for the study was short period. The restricted sample size was one of the major limitations. Detailed study was not possible due to the limit.
Since the survey has been conducted of Domestic gas

respondents only.

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1.11 CHAPTER SCHEME This study has been presented in five chapters. Chapter I This chapter deals with the introduction, research design of the study. Chapter II This chapter concerned with the profile of the company. Chapter III This chapter is deals with review of related literature. Chapter IV This chapter explained the Analysis and interpretation of data. Chapter V This chapter presents the findings, suggestions and conclusion of the study.

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CHAPTER II PROFILE OF THE STUDY

LPG AN OVERVIEW Liquefied petroleum gas is a flammable mixture of hydrocarbon gases used as a fuel in heating appliances and vehicles. It is increasingly used as an aerosol propellant and a refrigerant, replacing chlorofluorocarbons in an effort to reduce damage to the ozone layer. When specifically used as a vehicle fuel it is often referred to as autogas. Varieties of LPG bought and sold include mixes that are primarily propane (C3H8), primarily butane (C4H10) and, most commonly, mixes including both propane and butane, depending on the season in winter more propane, in summer more butane. Propylene and butylenes are usually also present in small concentration. A powerful odorant, ethanethiol, is added so that leaks can be detected easily. The international standard is EN 589. In the United States, thiophene or amyl mercaptan are also approved odorants. LPG is synthesised by refining petroleum or "wet" natural gas, and is usually derived from fossil fuel sources, being manufactured during the refining of crude oil, or extracted from oil or gas streams as they emerge from the ground. It was first produced in 1910 by Dr. Walter Snelling, and the first commercial products appeared in 1912. It currently provides about 3% of the energy consumed, and burns cleanly with no soot and very few sulfur emissions, posing no ground or water pollution hazards. LPG has a typical specific calorific value of 46.1 MJ/kg compared with 42.5 MJ/kg for fuel-oil and 43.5 MJ/kg for

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premium grade petrol (gasoline). However, its energy density per volume unit of 26 MJ/l is lower than either that of petrol or fuel-oil. LPG evaporates quickly at normal temperatures and pressures and is supplied in pressurised steel cylinders. They are typically filled to between 80% and 85% of their capacity to allow for thermal expansion of the contained liquid. The ratio between the volumes of the vaporized gas and the liquefied gas varies depending on composition, pressure, and temperature, but is typically around 250:1. The pressure at which LPG becomes liquid, called its vapour pressure, likewise varies depending on composition and temperature; for example, it is approximately 220 kilopascals (2.2 bar) for pure butane at 20 C (68 F), and approximately 2.2 megapascals (22 bar) (319 psi) for pure propane at 55 C (131 F). LPG is heavier than air, and thus will flow along floors and tend to settle in low spots, such as basements. This can cause ignition or suffocation hazards if not dealt with. Large amounts of LPG can be stored in bulk cylinders and can be buried underground. Rural heating Cylinders with LP gas in India Predominantly in Europe and rural parts of the United States, LPG can provide an alternative to electricity and heating oil (kerosene). LPG is most often used where there is no access to piped natural gas. LPG can be used as a power source for combined heat and power technologies (CHP). CHP is the process of generating both electrical power and useful heat from a single fuel source. This technology has

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allowed LPG to be used not just as fuel for heating and cooking, but also for de-centralised generation of electricity. LPG can be stored in a variety of ways. LPG, as with other fossil fuels, can be combined with renewable power sources to provide greater reliability while still achieving some reduction in CO2 emissions. When LPG is used to fuel internal combustion engines, it is often referred to as autogas or auto propane. In some countries, it has been used since the 1940s as a petrol alternative for spark ignition engines. Two recent studies have examined LPG-fuel-oil fuel mixes and found that smoke emissions and fuel consumption are reduced but hydrocarbon emissions are increased. The studies were split on CO emissions, with one finding significant increases, and the other finding slight increases at low engine load but a considerable decrease at high engine load. Its advantage is that it is non-toxic, non-corrosive and free of tetra-ethyl lead or any additives, and has a high octane rating (102108 RON depending on local specifications). It burns more cleanly than petrol or fuel-oil and is especially free of the particulates from the latter. LPG has a lower energy density than either petrol or fuel-oil, so the equivalent fuel consumption is higher. Many governments impose less tax on LPG than on petrol or fuel-oil, which helps offset the greater consumption of LPG than of petrol or fuel-oil. However, in many European countries this tax break is often compensated by a much higher annual road tax on cars using LPG than on cars using petrol or fuel-oil. Propane is the third most widely used motor fuel in the world. 2008 estimates are that over 13 million vehicles are fueled by propane

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gas worldwide. Over 20 million tonnes (over 7 billion US gallons) are used annually as a vehicle fuel. Not all automobile engines are suitable for use with LPG as a fuel. LPG provides less upper cylinder lubrication than petrol or diesel, as a consequence LPG fueled engines are more prone to wearing valves if not suitably modified. Many modern common rail diesel engines respond well to LPG use as a supplementary fuel. This is where LPG is used as fuel as well as diesel. Systems are now available that integrate with OEM engine management systems. Refrigeration LPG is instrumental in providing off-the-grid refrigeration, usually by means of a gas absorption refrigerator. Blended of pure, dry propane (refrigerant designator R-290 ) and isobutane (R-600a) the blend - "R-290a" - has negligible ozone depletion potential and very low global warming potential and can serve as a functional replacement for R-12, R-22, R-134a,and other chlorofluorocarbon or hydrofluorocarbon refrigerants in conventional stationary refrigeration and air conditioning systems. Such substitution is widely prohibited or discouraged in motor vehicle air conditioning systems, on the grounds that using flammable hydrocarbons in systems originally designed to carry non-flammable refrigerant presents a significant risk of fire or explosion. Vendors and advocates of hydrocarbon refrigerants argue against such bans on the grounds that there have been very few such incidents

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relative to the number of vehicle air conditioning systems filled with hydrocarbons. One particular test was conducted by a professor at the University of New South Wales that unintentionally tested the worst case scenario of a sudden and complete refrigerant loss into the passenger compartment followed by subsequent ignition. He and several others in the car sustained minor burns to their face, ears, and hands, and several observers received lacerations from the burst glass of the front passenger window. No one was seriously injured. Cooking Truck carrying LPG cylinders to residential consumers in Singapore. According to the 2001 Census of India, 17.5% of Indian households or 33.6 million Indian households used LPG as cooking fuel in 2001, which is supplied to their homes by Indian Oil which is known as Indane. 76.64% of such households were from urban India making up 48% of urban Indian households as compared to a usage of 5.7% only in rural Indian households. LPG is subsidised by the government. Increase in LPG prices has been a politically sensitive matter in India as it potentially affects the urban middle class voting pattern. LPG was once a popular cooking fuel in Hong Kong; however, the continued expansion of town gas to buildings has reduced LPG usage to less than 24% of residential units. LPG is the most common cooking fuel in Brazilian urban areas, being used in virtually all households. Poor families receive a government grant ("Vale Gs") used exclusively for the acquisition of LPG.

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Security of supply Because of the natural gas and the oil-refining industry, Europe is almost self-sufficient in LPG. Europe's security of supply is further safeguarded by: a wide range of sources, both inside and outside Europe; a flexible supply chain via water, rail and road with numerous routes and entry points into Europe; As of early 2008, world reserves of natural gas from which most LPG is derived stood at 6,342.411 trillion cubic feet. Added to the LPG derived from cracking crude oil, this amounts to a major energy source that is virtually untapped and has massive potential. Production continues to grow at an average annual rate of 2.2%, virtually assuring that there is no risk of demand outstripping supply for the foreseeable future. Comparison with natural gas LPG is composed primarily of propane and butane, while natural gas is composed of the lighter methane and ethane. LPG, vaporised and at atmospheric pressure, has a higher calorific value (94 MJ/m equivalent to 26.1kWh/m) than natural gas (methane) (38 MJ/m equivalent to 10.6 kWh/m), which means that LPG cannot simply be substituted for natural gas. In order to allow the use of the same burner controls and to provide for similar combustion characteristics, LPG can be mixed with air to produce a synthetic natural gas (SNG) that can be easily substituted. LPG/air mixing ratios average 60/40, though this is widely variable based on the gases making up the LPG. The method for determining the mixing ratios is by calculating the Wobbe index of the

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mix. Gases having the same Wobbe index are held to be interchangeable. LPG-based SNG is used in emergency backup systems for many public, industrial and military installations, and many utilities use LPG peak shaving plants in times of high demand to make up shortages in natural gas supplied to their distributions systems. LPG-SNG installations are also used during initial gas system introductions, when the distribution infrastructure is in place before gas supplies can be connected. Developing markets in India and China (among others) use LPG-SNG systems to build up customer bases prior to expanding existing natural gas systems. Environmental Effects Commercially available LPG is currently derived from fossil fuels. Burning LPG releases CO2, an important greenhouse gas, contributing to global warming. LPG does, however, release less CO2 per unit of energy than that of coal or oil. It emits 81% of the CO2 per kWh produced by oil, 70% of that of coal, and less than 50% of that emitted by coal-generated electricity distributed via the grid. Being a mix of propane and butane, LPG emits less carbon per joule than butane but more carbon per joule than propane. LPG can be considered to burn more 'cleanly' than heavier molecule hydrocarbons, in that it releases very few particulates when burnt. Fire risk and mitigation Since LPG turns gaseous under ambient temperature and pressure, it must be stored in special pressure vessels. If the containers are

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cylindrical and horizontal, they are referred to as "cigars" or "bullets", whereas circular ones are "spheres". LPG containers that are subjected to fire of sufficient duration and intensity can undergo a boiling liquid expanding vapour explosion (BLEVE). Due to the destructive nature of LPG explosions, the substance is classified as a dangerous good. This is typically a concern for large refineries and petrochemical plants that maintain very large containers. The remedy is to equip such containers with a measure to provide a fire-resistance rating. Large, spherical LPG containers may have up to a 15 cm steel wall thickness. Ordinarily, they are equipped with an approved pressure relief valve on the top, in the centre. One of the main dangers is that accidental spills of hydrocarbons may ignite and heat an LPG container, which increases its temperature and pressure, following the basic gas laws. The relief valve on the top is designed to vent off excess pressure in order to prevent the rupture of the container itself. Given a fire of sufficient duration and intensity, the pressure being generated by the boiling and expanding gas can exceed the ability of the valve to vent the excess. When that occurs, an overexposed container may rupture violently, launching pieces at high velocity, while the released products can ignite as well, potentially causing catastrophic damage to anything nearby, including other containers. In the case of "cigars", a midway rupture may send two "rockets" going off each way, with plenty of fuel in each to propel each segment at high speed until the fuel is spent.

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LPG Gaining Popularity Liquefied Petroleum Gas is fast gaining popularity in industries for a wide variety of uses. For industries today, quality, costs, efficiency, environment, heat controlability, among others, are major concerns when it comes to choosing the right fuel. LPG addresses all these - making it the ideal fuel choice for a host of industrial applications. LPG is a pure, clean energy source which provides even and controllable heat. This makes it the ideal heat and power source for a wide range of industrial uses. Since LPG is almost free from sulphur, it can be used in sensitive situations such as chemical processes, etc. LPG is also used for space and process heating to power industrial ovens, kilns, furnaces, machinary and in food processing units. Properties of LPG LPG is twice as heavy as air and half as heavy as water. LPG is colourless and odourless; hence an odorent is used to detect leaks. LPG can be compressed at a ratio of 1:250, which enables it to be marked in portable containers in liquid form. LPG is safe fuel and ignities only within the specified LPG- Air ratio of 2% to 9%.

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 A high calorific value of 11,900 Kcal/Kg results in high efficiency heat output. Advantage of LPG Compared to other fuels Clean Burning No soot, burners have a longer life - so maintenance is low No spillage as it vaporises at atmospheric temperature and pressure. Effects of corrosion are greatly reduced Instantly controllable flame temperature Avoids scaling and decarborising of parts Environmentally friendly fuel, with minimal sulphur content and sulphur- free emissions Very high efficiency with direct firing system Instant heat for faster warm-up and cool-down Free form peak time premium rates, unlike electricity. One rate round the clock Can be used for a variety of applications

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COMPANY PROFILE HP GAS Modern LPG was first launched by Union Carbide as "PYROFAX" brand in the year 1920. LPG marketing started in india in fifties by Burmah Shell & Stanvac in towns around the Refineries. The marketing of LPG was entrusted to private concessionaires of Esso & Caltex such as erstwhile Kosan Gas, DGPL & JK Gas. HPCL commenced marketing of LPG under the brand name "HP GAS" in 1979 with takeover of these concessionaires and merger with HPCL with a customer holding of 7.8 lakhs. The demand was sluggish till 1970 - sales 174 TMT. Today Liquefied Petroleum Gas (LPG) has become the single most popular household fuel. Since it was introduced in 1955, LPG consumption has gone up tremendously. HP Gas today (As of April 2011) has over 33 million domestic LPG consumers catered through a network of over 2630 distributors. HP Gas, the HPCL brand of LPG, is what keeps the fire burning in millions of indian homes. Bottled at 44 LPG Bottling Plants throughout the country with a total capacity of nearly 3475 TMTPA (thousand metric tons per annum), HP Gas reaches you after through checking at every stage right from bottling to distribution. That is what makes HP Gas synonymous with Safety. As a step to restructure HPCL, it undertook Business Process Reengineering, and HP Gas was identified as a separate strategic business line. Accordingly, LPG Regional Offices were formed with LPG

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bottling plants as nodal points, and dedicated HP Gas sales areas were set up. The field marketing set up consists of 32 exclusive LPG Regional Managers. There are sales areas in each region with an exclusive Sales Officer looking after the various aspects of LPG marketing of a particular geographical area including control on the HP Gas distributorships. View the HPGAS Citizen's Charter for more information about HPGAS services . In addition to Domestic LPG, HPGAS also markets LPG cylinders for Commercial and Industrial purposes and Bulk LPG by tankers for Industries. Domestic LPG Overview The HPCL brand of Liquified Petroleum Gas (LPG), popularly known as cooking gas, is a mixture of hydrocarbons which are gaseous at normal temperature, but can be liquified at moderate pressure, and can be stored in cylinders as a liquid under pressure, and is drawn out and used as gas. Quality LPG is a colourless gas. LPG is not poisonous. However, at the time of production, mercaptan (a chemical compound) is added to it so as to give the now familiar foul smell for easy detection of gas in the air. Even very small quantities of gas can be detected by this smell.

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Safety Since LPG is almost twice the weight of air it tends to settle down at floor level, particularly in depressions. Hence, care has to be taken in placing the gas installations in the house. Also the fact that 1 cc. of liquid LPG multiplies into about 270 cc. of gaseous LPG helps it spread very rapidly in the atmosphere. Hence, if a gas cylinder leaks, it should be immediately removed to an open area. ART for AWARENESS: HPGAS had launched a Safety Campaign - Art for Awareness, to take the safety message to the Domestic HPGAS customers through the children of the household. A Safety Booklet was also distributed during the campaign. IOCL Indian Oil Corporation Ltd. is India's largest company by sales with a turnover of Rs. 3,28,744 crore ($ 72,125 million) and profit of Rs. 7445 crore ($ 1,633 million) for the year 2010-11. Indian Oil is the highest ranked Indian company in the latest Fortune Global 500 listings, ranked at the 98th position. IndianOil's vision is driven by a group of dynamic leaders who have made it a name to reckon with. In this section, read about IndianOils business and its spread across the country & abroad. You can also know about IndianOil's current financial performance, special initiatives and recognitions & awards that have come its way.

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Indianoil nurtures the core values of Care, Initiative, Passion & Trust across the organization in order to deliver value to its stakeholders. Care

Concern Empathy Understanding Co-operation Empowerment Creativity Ability to learn Flexibility Change Commitment Dedication Pride Inspiration Ownership Zeal & Zest Delivered promises Reliability Dependability Integrity Truthfulness Transparency

Innovation

Passion

Trust

32

33

Objectives

To serve the national interests in oil and related sectors in accordance and consistent with Government policies. To ensure maintenance of continuous and smooth supplies of petroleum products by way of crude oil refining, transportation and marketing activities and to provide appropriate assistance to consumers to conserve and use petroleum products efficiently. To enhance the country's self-sufficiency in crude oil refining and build expertise in laying of crude oil and petroleum product pipelines. To further enhance marketing infrastructure and reseller network for providing assured service to customers throughout the country. To create a strong research & development base in refinery processes, product formulations, pipeline transportation and alternative fuels with a view to minimizing/eliminating imports and to have next generation products. To optimise utilisation of refining capacity and maximize distillate yield and gross refining margin. To maximise utilisation of the existing facilities for improving efficiency and increasing productivity. To minimise fuel consumption and hydrocarbon loss in refineries and stock loss in marketing operations to effect energy conservation. To earn a reasonable rate of return on investment. To avail of all viable opportunities, both national and global, arising out of the Government of Indias policy of liberalisation and reforms.

34

To achieve higher growth through mergers, acquisitions, integration and diversification by harnessing new business opportunities in oil exploration & production, petrochemicals, natural gas and downstream opportunities overseas. To inculcate strong core values among the employees and continuously update skill sets for full exploitation of the new business opportunities. To develop operational synergies with subsidiaries and joint ventures and continuously engage across the hydrocarbon value chain for the benefit of society at large.

Obligations

Towards customers and dealers:- To provide prompt, courteous and efficient service and quality products at competitive prices. Towards suppliers:- To ensure prompt dealings with integrity, impartiality and courtesy and help promote ancillary industries. Towards employees:- To develop their capabilities and facilitate their advancement through appropriate training and career planning. To have fair dealings with recognised representatives of employees in pursuance of healthy industrial relations practices and sound personnel policies. Towards community:- To develop techno-economically viable and environment-friendly products. To maintain the highest standards in respect of safety, environment protection and occupational health at all production units. Towards Defence Services:- To maintain adequate supplies to Defence and other para-military services during normal as well as emergency situations.

35

Financial Objectives

To ensure adequate return on the capital employed and maintain a reasonable annual dividend on equity capital. To ensure maximum economy in expenditure. To manage and operate all 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 Corporations business. To reduce the cost of production of petroleum products by means of systematic cost control measures and thereby sustain market leadership through cost competitiveness. To complete all planned projects within the scheduled time and approved cost.

Indane Gas Indane is today one of the largest packed-LPG brands in the world and has been conferred the coveted Consumer Superbrand status by the Superbrands Council of India. Having launched LPG marketing in the mid-60s, IndianOil has been credited with bringing about a kitchen revolution, spreading warmth and cheer in millions of households with the introduction of the clean and efficient cooking fuel. It has led to a substantial improvement in the health of women, especially in rural areas by replacing smoky and unhealthy chulha. Indane is today an ideal fuel for modern kitchens, synonymous with safety, reliability and convenience.

36

With the status of an exclusive business vertical within the Corporation, the Indane network delivers 1.2 million cylinders a day to the doorsteps of over 53 million households, making IndianOil the second largest marketer of LPG globally, after SHV Gas of The Netherlands. Indane is available in compact 5 kg cylinders for rural, hilly and inaccessible areas, 14.2 kg cylinders for domestic use, and 19 kg and 47.5 kg for commercial and industrial use. LPG is a blend of Butane and Propane readily liquefied under moderate pressure. LPG vapour is heavier than air; thus it normally settles down in low-lying places. Since LPG has only a faint scent, a mercaptan odorant is added to help in its detection. In the event of an LPG leak, the vapourisation of liquid cools the atmosphere and condenses the water vapour contained in it to form a whitish fog, which is easy to observe. LPG in fairly large concentrations displaces oxygen leading to a nauseous or suffocating feeling. Suraksha LPG hose, flame retardant aprons and energy efficient Green Label stoves are recommended to enhance safety measures while using LPG as cooking fuel.

37

BHARAT L.P.G. Bharat LPG is brought to you from Indian Oil Petronas Pvt. Ltd. (Kolkatta) & Super Gas (Hyderabad). We are among the leading private sector growing plant in the Northern India and we are also spreading our wings to all other parts as well.We have licensed capacity of 30,000 MT LPG refilling per month of our Plant at Unnao Uttar Pradesh Brief Background BOGCL is a Registered Company incorporated under Companies Act 1956 on 4th Sep. 2000 exclusively deals with LPG. in the year 2008 it commenced commercial production of Bottling the LPG at its Plant at Unnao Uttar Pradesh. Industry As the world is moving towards a cleaner an pollution free Environment, more and more Industries a sifting to LPG/CNG base, which is eco- friendly and hence growth in LPG sector is seen. LPG being more economical, in comparison with others, the industry will gain significance not only in the Northern reason, but also in the whole of India. Future Prospect of Eco friendly fuel is very bright. The company expects a good growth in this segments the companies are turning into LPG usable furnaces and systems for there plants due to clean and cheaper fuel. The world is looking at cleaner fuel. The market of LPG is wide and growing. The LPG caters to large section of Industry for their fuelrequirement, Auto sector as substitute to costly Petrol/Diesel household sector as efficient fuel, and then there is growing rural sector

38

which is gradually shifting from traditional fuel (Wood, Coal etc.) to LPG. The main know advantages are :

A High percentage of high Calorific Value Propane. No residue. No Sulphur. An Ideal gas with high calorific Value. Clean and pollution-free fuel with easy availability. Economical when compared to other fuels like kerosene, Coal and Wood.

DEMAND The total demand for LPG in India during the year 2006 2007 has been estimated at 10.57 million tons, whereas the indigenous availability during this period is 8.64 million tons. The shortfall of 1.93 million tons will, therefore, be imported. It is expected that the demand for LPG will increase by approximately 4.5% during the year 2007 08. Safety The Company is Committed for its uninterrupted Supply of World class Quality LPG/PROPANE/BUTANE from their State of art facilities in Uttar Pradesh, Uttranchal, Haryana,Punjab, Delhi, Andhra Pradesh & Karnataka and other proposed Plants Sites in Bihar, Rajasthan, M.P., West Bengal & Assam. Quality of Bharat L.P.G. BOGCL believes in maintaining the Quality for all its supplies to Customers ( Industrial and Domestic). BOGCL take the full responsibility to give its customer an Uninterrupted supply of LPG.

39

Quality is checked for both the new and refilled cylinders so that our Customer get the full value for their money. All the bulk/industrial consumers will get the test certificates for assuring the Quality of LPG/Propane and Butane and all the Supplies are as per IS norms. We believes in the Policy of Quick and perfect supply. As a fuel for internal combustion engines including cars, vans, buses, generators/pumps.

40

CHAPTER - III REVIEW OF LITERATURE

INTRODUCTION Marketing and consumer behaviour are the wide term which constitutes so many main functions and sub function. These terms are the beakbone of a project on consumer gratification. Here the two terms are reviewed literally. Review of literature deals with the important factors and lines of marketing and consumer behaviour. Marketing is defined by the American Marketing Association [AMA] as "the activity, set of institutions, and processes for creating, communicating, delivering, and exchanging offerings that have value for customers, clients, partners, and society at large." The term developed from the original meaning which referred literally to going to a market to buy or sell goods or services. Seen from a systems point of view, sales process engineering views marketing as "a set of processes that are interconnected and interdependent with other functions, whose methods can be improved using a variety of relatively new approaches." The Chartered Institute of Marketing defines marketing as "the management process responsible for identifying, anticipating and satisfying customer requirements profitably." A different concept is the value-based marketing which states the role of marketing to contribute to increasing shareholder value. In this context, marketing is defined as "the management process that seeks to maximise returns to shareholders

41

by developing relationships with valued customers and creating a competitive advantage." Marketing practice tended to be seen as a creative industry in the past, which included advertising, distribution and selling. However, because the academic study of marketing makes extensive use of social sciences, psychology, sociology, mathematics, economics, anthropology and neuroscience, the profession is now widely recognized as a science, allowing numerous universities to offer Master-of-Science (M.Sc) programmes. The overall process starts with marketing research and goes through market segmentation, business planning and execution, ending with pre and post-sales promotional activities. It is also related to many of the creative arts. The marketing literature is also adept at re-inventing itself and its vocabulary according to the times and the culture. PRODUCTION ORIENTATION Marketing managers operating under a production oriented philosophy fours their efforts on physical production stress development in technology. Henry Fords famus description of the model You can have any color you want as long as its black. Sums up the prevailing attitude of the production orientation. Sales orientation changing their minds The philosophy of a sales oriented organization is to change consumers minds to fit the product. It is epitomized by the slogan.

42

Push ! Push !Sell! Sell! The sales orientation is perhaps most common during economic during economic periods when supply exceed demand, such as the great depreciation (1929 1933). Marketing concept the foundation of a Marketing orientation 1. To be consumers oriented in all matters, from product development to honoring warranties and service contracts. 2. The stress long run profitability rather than short term profits o sales volumes. 3. To integrate and co-ordinate marketing functions and other corporate functions. Although the marketing concept has clear application to many situation, the point has been made it need not be applied to every possible situation.1 Marketing role in society can be illustrated by the description of marketing the delivery of a standard of living to society.2 The consumer or customer should be seen as the fulcrum, the pivot pint about which the business moves in operating for the balanced interest of all concerned.3 Its up to us to move to the customer4 Buying customers, as doing the things that will make people want to do business with it5
1 2

Franklin S.Houston, Journal of Marketing, April, 1986. Philip Kotler, Marketing Management. 3 Fred J.Burch, Harvad Business review July August, 1960 4 Priscilla A.La Barbara and Larry J, MSU Business Topics, winter 1980 5 Theodore Levit, Marketing Myopia, Harvad Business Review July August, 1960

43

The best advertisement is done by satisfied customers6 More of todays marketing is moving from the market place into cyberspace.7 The future isnt ahead of us. It has already happened"8 Consumer behaviour as those actions directly involved in obtaining, consuming and disposing of products and services, including the decisions process that proceeds and follow the action9 The behaviours that consumer display in scanning for purchasing, using evaluating and disposing of products and services that expect will satisfy their needs. The study of consumer behaviours is the study of how individuals make decision to spend their available resources on consumption related items. It includes the study of what they buy, why they buy it, when they buy it, where they buy it, how often they buy it and how often they use it10 Marketing included those business activities which are involved in the flow of goods and services from production to consumption

6 7

Philip Kotler, Marketing Management Philip Kotler, Marketing Management 8 Philip Kotler, Marketing Management 9 Engel (James F), Black well Rger D.Mimi and paulkat Consumer Behaviour 10 LeonG.Sctiffon & Lesik Lazar Kanuk Consumer Behaviour

44

Marketing research is the function which links the consumers, customers and public to the market through information used to identify and define marketing opportunity and problems; generate, refine, and evaluate marketing actions; monitor marketing performance; and improving understanding of marketing as a process. Marketing research specifies the information required to address these issues; designs the method for collecting information; manage and implements the data collection process; analysis the results and communicates the findings and their implications.11 It role is to broaden managerial decision alternatives and reduce the range of decision error through application of the scientific method to analysis of data and evaluation of information12 Selling focuses on the needs of the seller; marketing on the needs of the buyer. Selling is preoccupied with the sellers need to convert his product into cash; marketing with the idea of satisfying the needs of the customers by means of the product and the whole cluster of things associated with creating, delivering and finally consuming it.13 Companies may find their expenditure for advertising sales to be poorly done. Management then decides it is time to undertake a serious marketing audit to improve its marketing.14

11 12

Reported in New Marketing Research Definition Approved, Marketing News, 21 (January, 1987) Murray Cayley, The Role of research in Marketing, Business Quaterly, 33, No.3, August, 1968 13 Uvitt, Marketing Myopia 14 See Thomas V.Bonoma and Bruce Clark, Marketing Performance Assessment (Boster : Harvara business School, 1998

45

Economic utility: satisfying consumer needs The ability of organization marketing is product to satisfy a customers wants or needs. Economic utility includes from utility (Created by conversion of raw materials into furnished goods that meet consumer needs.) Place utility (Created by making goods available where consumer want them) and Position utility created by transfer of physical possession and ownership of the product to the consumer

46

CHAPTER IV DATA ANALYSIS AND INTERPRETATION

INTRODUCTION This chapter deals with analysis and interpretation of the various results from the study. The analysis of this study is based wholly on primary data collected by means of questionnaire method. The data, after collection, has to be processed and analyzed in accordance with the outline laid down for the purpose of developing the research plan. This is essential for a specific study and for ensuring that we have all relevant data for making contemplated comparisons and analysis. ANALYSIS Analyses and interpretation are giving meaning to the collected information by comparing them with the existing information. Analysis is placing the collected data in some order or format so that the data acquire a meaning. The collected data have to be analyzed fully. INTERPRETATION Interpretation means drawing inferences from the collected facts after the analytical study. According to C.William Emory interpretation has two major aspects namely establishing continuity in research through linking the results of a given study with the those of another and the establishment of some relationship with the collected data. Interpretation helps the researcher to understand the abstract principle that works beneath his findings.

47

TABLE NO. 4.1

AGE WISE CLASSIFICATIONS

Age Below 20 years 21 30 years 31 40 years Above 40 years TOTAL Source : Primary Data Inference

No. of Respondents 7 66 24 3 100

Percentage 7% 66% 24% 3% 100%

From the above table reveals that 66% of the respondents age is 21-30, 24% respondents age was 31-40, 7% of the respondents age is below 20 and remaining 3 % of the respondents age is above 40.

48

CHART NO.4.1 AGE WISE CLASSIFICATIONS

49

TABLE NO. 4.2 SEX WISE CLASSIFICATIONS

Gender Male Female Total Source : Primary data

No. of respondents 58 42 100

Percentage 58% 42% 100%

Inference From the above table we can know that the 58% of the respondents are male and 42% of the respondents are female.

50

CHART NO. 4.2 SEX WISE CLASSIFICATIONS

51

TABLE NO.4.3

EDUCATIONAL WISE CLASSIFICATIONS Education Qualification

Illiterate

No. of Respondents 9 27 43 21 100

Percentage 9% 27% 43% 21% 100%

Upto School
Under Graduate Post Graduate

TOTAL Source : Primary Data Inference

The above table shows that 43% of the respondents are under graduate level, 27% of the respondents are upto School level, 21 % of the respondents are in post graduate level of education and remaining 9% of the respondents are illiterate level education.

52

CHART NO. 4.3 EDUCATIONAL WISE CLASSIFICATIONS

53

TABLE NO. 4.4 OCCUPATION WISE CLASSIFICATIONS

Occupations Business Employee Professional Others Total Source : Primary data Inference

No. of Respondents 36 18 26 20 100

Percentage 36% 18% 26% 20% 100%

From the above table 36% of the respondents are Business, and 26% respondents are professionals and 20% respondents are other type of occupation and 18% of the respondents are employees out of 100 respondents.

54

CHART NO. 4.4 OCCUPATION WISE CLASSIFICATIONS

55

TABLE NO.4.5 INCOME LEVEL WISE CLASSIFICATIONS

Income Level per Month Upto Rs.10,000 Rs.10,000 to Rs.20,000 Rs.20,000 to Rs.30,000 Above Rs.30,000 Total Source : Primary data Inference

No. of Respondents 11 48 26 15 100

Percentage 11% 48% 26% 15% 100%

From the above table reveals that 48% of the respondents are earning Rs. 10,000-Rs.20000 per month, 26% of the respondents are earning Rs.20000 Rs.30000 per month and remaining 15% of the respondents are earning above Rs.30000 per month and 11% of the respondents are earning upto respondents. Rs.10,000 per month out of 100

56

CHART NO.4.5 INCOME LEVEL WISE CLASSIFICATIONS

57

TABLE NO.4.6 COMPANY WISE CLASSIFICATIONS

Company HP Gas Indane Gas Bharat Gas Others Total Source : Primary data Inference

No. of Respondents 36 33 19 12 100

Percentage 36% 33% 19% 12% 100%

From the above table shows that 36% of the respondents are using HP gas, 33% of the respondents are using Indane gas, 19% of the respondents are using Bharat gas and remaining 12% of the respondents are using other company gas out of 100 respondents.

58

CHART NO.4.6 COMPANY WISE CLASSIFICATIONS

59

TABLE NO.4.7
TO KNOW ABOUT THE LPG GAS

Options Friends Relatives & Neighbours Advertisement Others Total Source : Primary data Inference

No. of Respondents 32 36 24 8 100

Percentage 32% 36% 24% 8% 100%

The above table reveals that 36% of the respondents are purchase by relatives & neighbours, 32% of the respondents are purchase Gas by friends advice. 24% of the respondents are attractive advertisement and remaining 8% of the respondents are purchasing their company gas by other factors.

60

CHART NO.4.7
TO KNOW ABOUT THE LPG GAS

61

TABLE NO.4.8 FACTORS INFLUENCING TO PURCHASE

Options Reasonable price Quality Quantity Availability Total Source : Primary data Inference

No. of respondents 16 21 28 35 100

Percentage 16% 21% 28% 35% 100%

The above table shows that 35% of the respondents are says the availability of the gas is influence for purchasing, 28% of the respondents are says quantity of gas, 21% of the respondents are purchase for quality and remaining 16% of the respondents are purchase gas for their reasonable price.

62

CHART NO.4.8 FACTORS INFLUENCING TO PURCHASE

63

TABLE NO.4.9 NO. OF CYLINDER WISE CLASSIFICATION

No. of cylinder One Two Total Source : Primary data Inference

No. of respondents 23 77 100

Percentage 23% 77% 100%

From the above table it inferred that 77% of the respondents are have two gas cylinder in the home 23% respondents are have only one gas cylinder in the home.

64

CHART NO.4.9 NO. OF CYLINDER WISE CLASSIFICATION

65

TABLE NO.4.10 PERIOD OF PURCHASE WISE CLASSIFICATION

Period

No. of Respondents

Percentage

Once in a month 32 - 40 days 41 - 50 days Above 50 days Total Source : Primary data Inference

11 37 27 25 100

11% 37% 27% 25% 100%

From the above table reveals that

37% of the respondents are

purchasing the gas in 32 40 days. 27% of the respondents are purchasing the gas in 41 50 days. 25% of the respondents are purchasing the gas in above 50 days and 11% of the respondents are purchasing the gas once in a month.

66

CHART NO. 4.10 PERIOD OF PURCHASE WISE CLASSIFICATION

67

TABLE NO.4.11 DEALER WISE CLASSIFICATION

Options Authorized dealer Unauthorized dealer Total Source : Primary data Inference

No. of respondents 85 15 100

Percentage 85% 15% 100%

From the above table it inferred that 85% respondents are purchase the gas by authorized dealer but 15% of the respondents are purchase the gas by unauthorized dealer.

68

CHART NO. 4.11 DEALER WISE CLASSIFICATION

69

TABLE NO.4.12 DISTRIBUTION OF RESPONDENTS PURCHASE ACCESSORIES

Options Yes No Total Source : Primary data Inference

No. of respondents 81 19 100

Percentage 81% 19% 100%

From the above table it inferred that 81% respondents are gives their opinion to yes they purchase accessories itself. 19% of the respondents are says no.

70

CHART NO. 4.12 DISTRIBUTION OF RESPONDENTS PURCHASE ACCESSORIES

71

TABLE NO. 4.13 LEVEL OF SATISFACTION WISE CLASSIFICATION

Level of Satisfaction Satisfied Highly satisfied Just satisfied Not satisfied Total Source : Primary data Inference

No. of Respondents 41 33 20 6 100

Percentage 41% 33% 20% 6% 100%

From the above table reveals that 33% of the respondents are satisfied with availability of gas, 41% of the respondents are highly satisfied, 20% of the respondents are just partially satisfied and remaining 6% of the respondents are not satisfied with availability of gas.

72

CHART NO. 4.13 LEVEL OF SATISFACTION WISE CLASSIFICATION

73

TABLE NO. 4.14 IN WHICH MODE YOU HAVE TO SELECT FOR A BOOKING A CYLINDER

Mode of Booking Telephone Directly In person Others Total Source : Primary data Inference

No. of Respondents 46 27 17 10 100

Percentage 46% 27% 17% 10% 100%

From the above table 46% of the respondents are booking for their gas through the telephone, 27% of the respondents are directly, 17% of the respondents are through the in person and remaining 10% of the respondents are through the other type of mode out of 100% of the respondents.

74

CHART NO. 4.14 IN WHICH MODE YOU HAVE TO SELECT FOR A BOOKING A CYLINDER

75

TABLE NO.4.15 OPINION ABOUT THE BOOKING SYSTEM Opinion Satisfied Not satisfied Total Source : Primary data Inference From the above table shows that 56% of the respondents are giving their opinion as satisfied among booking system of gas, 44% of the respondents are giving their opinion as not satisfied. No. of Respondents 56 44 100 Percentage 56% 44% 100%

76

CHART NO. 4.15 OPINION ABOUT THE BOOKING SYSTEM

77

TABLE NO.4.16 DISTRIBUTION OF RESPONDENTS DOOR DELIVERY SYSTEM

Options Yes No Total Source : Primary data Inference

No. of respondents 71 29 100

Percentage 71% 29% 100%

From the above table inferred that 71% respondents are giving their opinion to yes for door delivery system. 29% of the respondents are says no.

78

CHART NO. 4.16 DISTRIBUTION OF RESPONDENTS DOOR DELIVERY SYSTEM

79

TABLE NO.4.17

INCONVENIENCE OF PRESENT GAS COMPANY

Options Inadequate quantity Not quick delivery More Expensive Low consumption Total Source : Primary data Inference

No. of respondents 35 30 16 19 100

Percentage 35% 30% 16% 19% 100%

The above table shows that 35% of the respondents are says Domestic gas have Inadequate quantity, 30% of the respondents are says not quick delivery, 19% of the respondents are says low consumption and 16% of the respondents are says more expensive out of 100%

80

CHART NO.4.17 INCONVENIENCE OF PRESENT GAS COMPANY

81

TABLE NO.4.18 DISTRIBUTION OF RESPONDENTS BY RECOMMEND THIS GAS COMPANY TO FRIENDS

Options Yes No Total Source : Primary data Inference

No. of respondents 65 35 100

Percentage 65% 35% 100%

From the above table inferred that 65% respondents are giving their opinion to recommend to their friends. 35% of the respondents are says no.

82

CHART NO. 4.18 DISTRIBUTION OF RESPONDENTS BY RECOMMEND THIS GAS COMPANY TO FRIENDS

83

TABLE NO.4.19 DISTRIBUTION OF RESPONDENTS BY IDEA ABOUT CHANGING THE PRESENT GAS COMPANY

Options Yes No Total Source : Primary data Inference

No. of respondents 15 85 100

Percentage 15% 85% 100%

From the above table inferred that 85% of the respondents are says no and 15% of the respondents are giving their opinion to change their present company.

84

CHART NO. 4.19 DISTRIBUTION OF RESPONDENTS BY IDEA ABOUT CHANGING THE PRESENT GAS COMPANY

85

CHI SQUARE TEST The chi-square statistic is calculated by finding the difference between each observed and theoretical frequency for each possible outcome, squaring them, dividing each by the theoretical frequency, and taking the sum of the results. A second important part of determining the test statistic is to define the degrees of freedom of the test: this is essentially the number of observed frequencies adjusted for the effect of using some of those observations to define the "theoretical frequencies". SEX AND AGE WISE CLASSIFICATION HYPOTHESIS : There is any relation between sex and age limit of the respondents. H0 : Null Hypothesis : There is no relationship between the sex and age limit of the respondents. H1 : Alternative Hypothesis : There is a relationship between the sex and age limit of the respondents.

86

TABLE NO.4.20 SEX AND AGE WISE CLASSIFICATION Particulars Male Female Total Below 20 years (4 ) 3 (3) 4 7 24 66 42 (28) 13 24 21 30 years (38) 11 (10) 1 3 31 - 40 years (14) 2 (1) 42 100 Above 40 years (2) 58 Total

Sources : Primary data (Figures in the bracket value in the above table are expected frequency) Degree of freedom (r - 1) (c - 1) (2 - 1) (4 - 1) 1x3=3 Factor Sex and age limit of the respondents. Inference : The calculated value is greater than table value. So, null hypothesis is rejected. There is no relationship between the sex and age limit of the respondents. Calculated Chi-Square value 21.5 TABLE NO. value @ 5 level 7.815 Degree of freedom Remarks At the 5 per cent level TABLE NO. value = 7.815 Calculated value = 21.5

H0 Rejected

87

INCOME

AND

EDUCATIONAL

QUALIFICATION

WISE

CLASSIFICATION HYPOTHESIS : There is any relation between income level and educational qualification of the respondents. H0 : Null Hypothesis : There is no relationship between the income level and educational qualification of the respondents. H1 : Alternative Hypothesis : There is a relationship between the income level and educational qualification of the respondents. TABLE NO.4.21 LEVEL OF INCOME AND EDUCATIONAL QUALIFICATION WISE CLASSIFICATION Particulars Upto Rs.10,000 Rs.10,000 to Rs.20,000 Rs.20,000 to Rs.30,000 Above Rs.30,000 Total Illiterate 3 2 1 3 9 (1) (4) (2) (2) School level 6 12 5 4 27 (3) (13) (7) (4) Under Graduate (5) 1 23 14 5 43 (21) (11) (6) Post Graduate (2) 1 11 6 3 21 (11) (5) (3) Total 11 48 26 15 100

Sources : Primary data

88

(Figures in the bracket value in the above table are expected frequency) Degree of freedom (r - 1) (c - 1) (4 - 1) (4 - 1) 3x3=9 Calculated TABLE Chi-Square NO. value value @ 5 level and 28.00 16.919 9 H0 Rejected Degree of freedom At the 5 per cent level Table value = 16.919 Calculated value = 28.00

Factor Income level

Remarks

educational qualification of the respondents Inference :

The calculated value is greater than the table value. So, null hypothesis is rejected. There is no relationship between the income level and educational qualification of the respondents.

89

INCOME

AND

LEVEL

OF

SATISFACTION

WISE

CLASSIFICATION HYPOTHESIS : There is any relation between income level and level of satisfaction of the respondents. H0 : Null Hypothesis : There is no relationship between the income level and level of satisfaction of the respondents. H1 : Alternative Hypothesis : There is a relationship between the income level and level of satisfaction of the respondents. TABLE NO.4.22 LEVEL OF INCOME AND LEVEL OF SATISFACTION WISE CLASSIFICATION Particulars Upto Rs.10,000 Rs.10,000 to Rs.20,000 Rs.20,000 to Rs.30,000 Above Rs.30,000 Total Satisfied 1 19 14 7 41 (2) (17) (13) (8) Highly Satisfied (7) 8 12 7 6 33 (13) (8) (5) Just Satisfied (1) 1 16 2 1 20 (17) (1) (1) Not Satisfied (0) 1 1 3 1 6 (1) (4) (1) Total 11 48 26 15 100

Sources : Primary data

90

(Figures in the bracket value in the above table are expected frequency) Degree of freedom (r - 1) (c - 1) (4 - 1) (4 - 1) 3x3=9 Calculated TABLE Chi-Square NO. value value @ 5 level Degree of freedom At the 5 per cent level Table value = 16.919 Calculated value = 9.388

Factor Income level and level of satisfaction respondents Inference : of the

Remarks

9.388

16.919

H0 Accepted

The calculated value is less than the table value. So, null hypothesis is accepted. There is a relationship between the income level and level of satisfaction of the respondents.

91

CHAPTER V SUMMARY OF FINDINGS, SUGGESTION AND CONCLUSION

FINDINGS The following findings are extracted from the percentage analysis.
We conclude that out of 100 respondents, 7% of the respondents age

is below 20. Then another 66% of the respondents age was 21-30. Then 24% respondents age was 31-40 and remaining 3 % of the respondents age is above 40. We can know that the 58% of the respondents are male and 42% of the respondents are female.
We reveal that out of 100 respondents, 9% of the respondents are

illiterate level education. 27% of the respondents are up to School. 43% respondents are under graduate level and remaining 21 % of the respondents are in post graduate level of education.
We conclude that the 36% of the respondents are Business and 18%

of the respondents are employees and 26% respondents are professionals and 20% respondents are other type of occupation out of 100 respondents.
We reveals that the 11% of the respondents are earning up to

Rs.10,000 per month, 48% of the respondents are earning Rs.10,000Rs.20000 per month, 26% of the respondents are earning Rs.20000 Rs.30000 per month and remaining 15% of the respondents are earning above Rs.30000 per month out of 100 respondents. 36% of the respondents are using HP gas, 33% of the respondents are using Indane gas, 19% of the respondents are using Bharat gas and

92

remaining 12% of the respondents are using other company gas Officer Wear model out of 100 respondents.
We reveal that 32% of the respondents are purchase Gas by friends

advice, 36% of the respondents are purchase by relatives & neighbours. 24% of the respondents are attractive advertisement and remaining 8% of the respondents are purchasing by other factors.
The interpretation shows 16% of the respondents are purchase gas

for their reasonable price, 21% of the respondents are purchase for quality, 28% of the respondents are says quantity of gas and remaining 35% of the respondents are say the availability of the gas is influence for purchase this brand.
It inferred that 23% respondents are having only one gas cylinder in

the home and 77% of the respondents are having two gas cylinders in the home.
The analysis reveals that out of 100 respondents, 11% of the

respondents are purchasing the gas once in a month. 37% of the respondents are purchasing the gas once in 30 40 days. 27% of the respondents are purchasing the gas once in 41 50 days. 25% of the respondents are purchasing the gas once in above 50 days.
It inferred that 85% respondents are purchase the gas by authorized

dealer but 15% of the respondents are purchase the gas by unauthorized dealer. It inferred that 81% respondents are gives their opinion to yes they purchase accessories itself. 19% of the respondents are says no.
It reveals that, 33% of the respondents are highly satisfied with

availability of gas, 43% of the respondents are satisfied 20% of the

93

respondents are partially satisfied and remaining 6% of the respondents are dissatisfied with availability of gas.
The analysis reveals that out of 100 respondents, 46% of the

respondents are booking for their gas through the telephone, 27% of the respondents are directly, 17% of the respondents are through the in person and remaining 10% of the respondents are through the other type of mode out of 100% of the respondents. From the above table 56% of the respondents are giving their opinion as satisfied among booking system of gas, 44% of the respondents are giving their opinion as not satisfied.
It revealed that 71% respondents are giving their opinion to yes for

door delivery system. 29% of the respondents are says no. It shows that 35% of the respondents are says Domestic gas have Inadequate quantity, 30% of the respondents are says not quick delivery, 16% of the respondents are says more expensive and remaining 19% of the respondents are says low consumption out of 100% respondents.
The research work shows that out of 100 respondents 65%

respondents are giving their opinion to recommend to their friends. 35% of the respondents are says no.
It inferred that 15% respondents are giving their opinion to change

their present company. 85% of the respondents are says no. The following findings are extracted from the Chi-Square test analysis There is no relationship between the sex and age limit of the respondents.

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 There is no relationship between the income level and educational

qualification of the respondents.

There is a relationship between the income level and level of

satisfaction of the respondents SUGGESTIONS : Depending upon the findings, the following suggestions are customized. These suggestions are given according to the results executed from the primary data and statistical methods. These suggestions are given to the betterment of the brand in various departments of the marketing like, sales promotion. The manufacturers must see that the qualities of the Prices must be fixed at a nominal rate so that people of all

domestic gas cylinders are superior. classes are benefited.

More offers should be given to the consumers in order to

complete with the rival products.

In the recent days there are some controversies, that inadequate

availability. So to detect this problem awareness program should be conducted for certain duration.
Regarding the TV commercials the company should accept

sponsorship for the gas companies. This will help in reachability of product in remote areas also. The circulation of the product and sales will be improved.
The price level of the accessories are too expensive for the low

budget people so reducing price level is increase to sales intensity.

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CONCLUSION :

In conclusion it can be said that the behaviour of consumers is not confined to a particular brand in case of domestic gas. There is a common feeling that the price, availability and offers etc., given by the retailers are more. Brand loyalty is strong in the purchase of durable goods. There are many factors like advertisements, friends, family members, and price of product, sales promotional techniques, which influence the consumers to make a purchase of a particular commodity or service.

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