12-07-2014, 04:31 PM
An Empirical Study on Impact of Automation in enhancing the Customer Service Standards at Retail Outlets at Nagpur
for Bharat Petroleum corporation Limited”
Empirical Study.doc (Size: 63.5 KB / Downloads: 11)
INTRODUCTION
The business landscape of the energy sector, especially petroleum, is becoming increasingly uncertain and unpredictable. What makes this sector much more challenging is that many of the factors that directly affect profitable operations are beyond the direct control of the organizations. Protecting the Consumer against unscrupulous retailers has always been a challenge. The role of technology in petroleum retailing needs to be explored in a way that encompasses the interests of multiple stakeholders — viz. supplier, retailer and consumer.
The Gas Station is the final 'point of sale' in the petroleum supply chain. This is the touch point with the end consumer and hence becomes the most important functional point in the entire Supply Chain.
Petro-retailing markets are evolving rapidly worldwide. These markets are also becoming commercially competitive, as price controls are lifted. In many countries, the role of the government in the petroleum sector is being redefined and markets are being deregulated, i.e. state interventions such as special treatment of state-owned oil companies, price controls and restrictions to trade and are being removed. As a result the petroleum sector is becoming more and more competitive.
In a market where price is regulated and therefore almost uniform, factors such as convenience and product / service differentiation play a more important role in winning the market share.
But in FMCG this is totally opposite of petroleum industry. And so petroleum industry is the highest consumption.
There are different oil companies in Indian market like BPCL, IOCL, HPCL, ONGC, RELIANCE etc. among which companies having greater market share are BPCL , IOCL , HPCL. Hence, researcher aim to study for BPCL in petroleum industry.
Retail Outlets plays a vital role in fulfilling customers need.
RESEARCH METHODOLOGY
Methodology is a way to systematically solve the research problem. It may understand as science of studying how research is done scientifically. Various steps & Techniques adopted for research are studied in research methodology. The research process provides a systematic, planned approach to the research project and ensures that all aspects of the research project are consistent with each other.
RESEARCH DESIGN
A research design is the detailed blueprint used to guide a research study towards its objective.
The researcher will be Descriptive study in the nature. Descriptive research, also known as statistical research, describes data and characteristics about the population or phenomenon being studied. The best approach, prior to writing descriptive research, is to conduct a survey investigation.
SAMPLING TECHNIQUE
Sampling means, the methods of selecting to study a portion of the universe with a view to draw conclusion about the universe is known as sampling. Random sampling technique will be used for the research.
CONCLUSIONS:
Conclusion will be based on findings.