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    GAP Analysis in Retail Petroleum Industry: Submitted by

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    Murtaza Shaikh
    This document summarizes a gap analysis of the retail petroleum industry in India. It examines communication gaps where promises do not match performance. It analyzed 150 customer samples, 30 employee samples, and considered 3 major companies - IOCL, HPCL, and BPCL. The analysis found key gaps in prompt filling time, billing time, problem solving, personalized service, convenient operating hours, and proper operations. It provided recommendations such as reducing billing time with new devices, improving attendant training, rewarding loyalty programs, and clarifying attendant responsibilities.

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    GAP Analysis in Retail Petroleum Industry: Submitted by

    Uploaded by

    Murtaza Shaikh
    313 views8 pages
    This document summarizes a gap analysis of the retail petroleum industry in India. It examines communication gaps where promises do not match performance. It analyzed 150 customer samples, 30 employee samples, and considered 3 major companies - IOCL, HPCL, and BPCL. The analysis found key gaps in prompt filling time, billing time, problem solving, personalized service, convenient operating hours, and proper operations. It provided recommendations such as reducing billing time with new devices, improving attendant training, rewarding loyalty programs, and clarifying attendant responsibilities.

    Original Description:

    GAP Anlysis in retail industry

    Original Title

    Retail GAP Analysis

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    This document summarizes a gap analysis of the retail petroleum industry in India. It examines communication gaps where promises do not match performance. It analyzed 150 customer samples, 30 employee samples, and considered 3 major companies - IOCL, HPCL, and BPCL. The analysis found key gaps in prompt filling time, billing time, problem solving, personalized service, convenient operating hours, and proper operations. It provided recommendations such as reducing billing time with new devices, improving attendant training, rewarding loyalty programs, and clarifying attendant responsibilities.

    Copyright:

    © All Rights Reserved
    Download as PPT, PDF, TXT or read online from Scribd
    Download as ppt, pdf, or txt
    313 views8 pages

    GAP Analysis in Retail Petroleum Industry: Submitted by

    Uploaded by

    Murtaza Shaikh
    This document summarizes a gap analysis of the retail petroleum industry in India. It examines communication gaps where promises do not match performance. It analyzed 150 customer samples, 30 employee samples, and considered 3 major companies - IOCL, HPCL, and BPCL. The analysis found key gaps in prompt filling time, billing time, problem solving, personalized service, convenient operating hours, and proper operations. It provided recommendations such as reducing billing time with new devices, improving attendant training, rewarding loyalty programs, and clarifying attendant responsibilities.

    Copyright:

    © All Rights Reserved
    Download as PPT, PDF, TXT or read online from Scribd
    Download as ppt, pdf, or txt
    of 8

    GAP analysis in Retail

    Petroleum Industry

    Submitted
    By:
    A.J.Sharma
    Chandan
    Kumar
    Diptendu Dey
    L.K. Gupta

    Retail Petroleum Industry


    of India
    Petroleum retail sector is one of the largest segments of the
    industry .
    Petroleum retailing industry in India faces significant challenges
    and is forced to adopt new and innovative strategies.
    GOI on April 1, 2002, opened up retail marketing to private and
    foreign companies.

    Petroleum retailing is a retailing of product and service.


    Change of focus of oil marketing companies.
    The new look petrol pumps, apart from dispensing fuels; now offer
    the best of retail chains providing a value added service to busy
    consumers.

    Retail Petroleum Industry


    of India
    Consumer is becoming more and more demanding.
    Quality & Quantity assurance
    Quick filling and efficient forecourt service
    Rewarding loyalty
    Premium fuels
    Cashless transactions
    Non-fuel services
    Loyalty programs
    Smart Fleet (BPCL)
    Xtrapower (IOCL)
    Drivetrack (HPCL)
    Transconnect (Reliance)
    Petrocard (BPCL)

    Studying GAP 4:
    Sample
    GAP 4 : Communication gap, when promises do not match
    performance.
    The communications that are made to the customers:
    Quick filling time of not more than 10mins and quick billing.
    Solving other problems which are non-fuel like brake fluid check,
    tyre check, battery check, windshield wiper check.
    Personal attention to the customers.
    Round the clock operating hours.
    Understanding specific needs like the correct quality and
    quantity.
    Standard service across all pumps.
    Analysis of Customers : 150 Samples
    Analysis of Employees : 30 Samples
    Companies Considered for Analysis

    IOCL

    HPCL

    BPCL

    Studying GAP 4:
    Analysis
    Analysis: Customers

    Analysis: Loyalty
    Program

    Additional
    Benefits
    Redemption
    Payment
    Rewards
    Catalogue
    User Platform

    Filling Time
    Billing Time
    Problem Solving
    Personal
    Attention
    Specific Needs
    Convenient
    Operating Hours
    Proper
    Operations
    Information
    Access
    Service Quality

    Analysis: Employees

    Filling Time
    Billing Time
    Customer
    Oriented
    Personal
    Attention
    Uses of Card
    Card Complain
    Hoarding
    Company
    Operation
    Scheme Info
    Role of Employee
    Special Training
    Service Standard

    Studying GAP 4:
    Analysis
    Results after Factor Analysis
    Analysis:
    Customers

    Prompt
    Service

    Analysis: Loyalty
    Program

    Analysis: Employees

    Returns

    Prompt Service

    Value for money

    Personalized service

    Card convenience

    Convenience

    Operations

    Proper
    Operations

    Scheme

    Role

    Personalized
    Service

    Recommendatio
    ns
    Reducing billing time by using computerized hand held devices.
    Training the pump attendants.
    Customer involvement by rolling out new promotional campaigns.
    Clear demarcation of responsibility of the pump attendants.
    Rewards catalogue of the loyalty cards should include more
    attractive gifts.

    THANK
    YOU

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