“A study on service differentiation that is offered at the retail

Commented [MM1]: Specify which pumps and difference

petrol pumps.”

ROUGH DRAFT SUBMITTED IN THE PARTIAL FULFILMENT OF THE COURSE

TITLED –

Marketing Management

SUBMITTED TO:
Mr. Manoj Mishra

SUBMITTED BY:
NAME: Anmol Ratan
COURSE: B.B.A., LL.B (Hons.)
ROLL NO: 1818
SEMESTER: 2nd

CHANAKYA NATIONAL LAW UNIVERSITY, NYAYA

NAGAR, MITHAPUR, PATNA - 800001
INTRODUCTION:

By the 1970s it was evident that a market not just has products but also services. According
to the service perspective, a market is characterized not just by its products but also its
services. There are differences in between the product offerings and the service offerings. For
starters, former is tangible whereas the later is not. Owing to the differences in their mere
existence it was found that there is a difference in the kind of marketing it requires.

Service differentiation is a basic business and marketing strategy. It is employed by the

companies to stand out. It is used as a tool by them in for their offerings to have an identity in
the already overflowing market. Service offering is a way in which the companies or
manufacturers attract their customers or consumers. Especially in a business which is very
common like retail, service or product differentiation plays a much vital and crucial role in
the marketing aspects of the companies.

Service quality differentiation is typically more challenging than product differentiation,

largely because services are performed by people. Whether proactively delivering services or
responding to customer complaints, it takes consistent performance from employees to make
service differentiation work. Finding talented employees and training them is one step.
However, employees are human, and the events of their personal and professional lives can
get in the way of consistently optimum service performance.
AIMS AND OBJECTIVES:

1. The researcher tends to examine the services offered at various petrol pump.

2. The researcher tends to examine the differences in the services as well as quality of
services provided at different pumps.

3. The researcher tends to give certain suggestions.

HYPOTHESIS:
The researcher tends to presume that there might be very meagre differences in the services
provided by the petrol pumps and no variance when it comes to the product differentiation.

TENTATIVE CHAPTERIZATION:

1. Introduction.
a. The Marketing Mix Principle.
b. Brief about the companies.
c. Service differentiation.
2. Research Methodology
3. Findings and Analysis
4. Conclusions and suggestions.