The Indane gas company reforms have deregulated the market to a great extent. It has become necessary to design and execute the best customer oriented practices and to internalize them for providing enhanced satisfaction to the customer through the employees. Customers’ service is not merely the compliance with the government’s policies or the mechanical adherence to the time frame of services. It is a philosophy and an attitude of professional commitment, which believes in the ultimate satisfaction or each customer ‘wants’. Service marketers have really understood that competition can be well managed by differentiating through quality. Significance of service lies in customer service management. In this the completive environment, service quality has become the success mantra in all service sector. Keeping this in mind, this study has been conducted at Salem city to identify the service quality of Indane gas. The result indicates that customers are not highly satisfied with the service provided by the Indane gas. So the company took some serious action to improve the service quality.
Table of Contents
1.1 Introduction
1.2 Historical Background
1.3 Service Quality
1.4 Definition of Quality
1.5 Elements of Customer Service
1.6 Service Quality in India
1.7 Components of Service Quality
1.6.1 External Service Quality
1.6.2 Internal Service Quality
1.7 LPG - Liquefied Petroleum Gas
1.8 History of LPG
1.9 Review of Literature
1.10 Scope and Importance of the Study
1.11 Statement of the Problem
1.12 Objectives of the Study
1.13 Research Methodology
1.14 Limitations of the Study
1.15 Data Analysis and Interpretation
1.16 Results and Findings
1.17 Suggestions
1.18 Conclusion
Research Objectives and Thematic Focus
This research evaluates the service quality of the Indane gas company within Salem city, examining customer satisfaction levels, service perception, and identifying operational areas requiring improvement to enhance customer retention and company performance.
- Analysis of service quality dimensions and customer expectations.
- Evaluation of Indane gas dealers' trade practices and delivery efficiency.
- Investigation of the relationship between service quality, customer satisfaction, and loyalty.
- Identification of demographic factors influencing service perception.
- Formulation of strategic recommendations for service process optimization.
Excerpt from the Book
1.7 LPG - Liquefied Petroleum Gas
LPG is the abbreviation or short form for liquefied petroleum gas. Like all fossil fuels, it is a non-renewable source of energy. It is extracted from crude oil and natural gas. The main composition of LPG are hydrocarbons containing three or four carbon atoms. The normal components of LPG thus, are propane (C3H8) and butane (C4H10). Small concentrations of other hydrocarbons may also be present. Depending on the source of the LPG and how it has been produced, components other than hydrocarbons may also be present.
LPG is a gas at atmospheric pressure and normal ambient temperatures, but it can be liquefied when moderate pressure is applied or when the temperature is sufficiently reduced. It can be easily condensed, packaged, stored and utilized, which makes it an ideal energy source for a wide range of applications.
Normally, the gas is stored in liquid form under pressure in a steel container, cylinder or tank. The pressure inside the container will depend on the type of LPG (commercial butane or commercial propane) and the outside temperature.
When you start using LPG, some of the pressure in the container is released. Some of the liquid LPG then boils to produce vapour. Heat is needed to convert the liquid to vapour (known as the latent heat of vaporization). As the liquid boils, it draws the heat energy from its surroundings. This explains why containers feel cold to touch and why, if there is a heavy off-take, water or ice may appear on the container.
Summary of Chapters
1.1 Introduction: Provides an overview of the global service sector growth and the significance of the services industry within the Indian economy.
1.2 Historical Background: Traces the evolution of quality management from the manufacturing sector to its rising prominence in service-oriented economies since the 1980s.
1.3 Service Quality: Discusses the necessity of understanding service dimensions as a basis for evaluation to achieve customer satisfaction and competitive advantage.
1.4 Definition of Quality: Explores various academic and professional perspectives on defining quality, including the quantifiable formula Q = P / E.
1.5 Elements of Customer Service: Details key organizational activities, including leadership and communication, essential for winning and retaining customer satisfaction.
1.6 Service Quality in India: Examines the impact of economic liberalization and technological advancements on the growth and competitiveness of the Indian service sector.
1.7 Components of Service Quality: Distinguishes between external service quality (delivered to customers) and internal service quality (employee work life).
1.7 LPG - Liquefied Petroleum Gas: Provides technical details regarding the composition, storage, and handling of liquefied petroleum gas.
1.8 History of LPG: Outlines the discovery and early industrial development of LPG usage from 1912 onwards.
1.9 Review of Literature: Reviews existing studies and instruments like SERVQUAL and CARTER used to measure service quality across various industries.
1.10 Scope and Importance of the Study: Defines the focus of the research on Indane gas in Salem city and the gap in current literature regarding this specific service provider.
1.11 Statement of the Problem: Highlights the need for customer-oriented practices in the deregulated LPG market to ensure enhanced satisfaction.
1.12 Objectives of the Study: Lists the specific goals, including identifying service quality and analyzing customer opinions regarding Indane gas.
1.13 Research Methodology: Explains the use of primary and secondary data, questionnaire design, and convenient sampling for the study.
1.14 Limitations of the Study: Notes constraints such as the geographical focus on Salem city and the specific focus on Indane Gas Company.
1.15 Data Analysis and Interpretation: Presents the statistical approach using ANOVA to compare respondent awareness and preferences.
1.16 Results and Findings: Summarizes the empirical findings regarding customer demographics, satisfaction levels, and the absence of association between specific variables.
1.17 Suggestions: Offers actionable recommendations, such as increasing dealer density and implementing periodical cylinder checks.
1.18 Conclusion: Reasserts that the study identifies a need for Indane gas to take serious actions to improve service quality to meet customer expectations.
Keywords
Service Quality, Indane Gas, Customer Satisfaction, LPG, SERVQUAL, CARTER, Market Reforms, Customer Retention, Service Sector, Perceived Quality, Operational Efficiency, Salem City, Consumer Behavior, Business Growth, Distribution Management.
Frequently Asked Questions
What is the core focus of this research paper?
The paper primarily investigates the service quality of the Indane gas company in Salem city, aiming to understand customer perceptions and satisfaction levels within the context of the deregulated Indian gas market.
What are the primary themes discussed in the work?
The central themes include the definition and measurement of service quality, the evolution of the service sector in India, internal vs. external service quality, and the specific operational challenges faced by LPG distributors.
What is the primary objective or research question?
The main objective is to identify the service quality levels provided by Indane LPG in Salem, analyze customer opinions, and propose improvements to rectify service delays and enhance satisfaction.
Which scientific methodology is utilized?
The study employs a quantitative research design using primary data collected through structured questionnaires, analyzed via ANOVA techniques to compare respondent groups.
What is covered in the main body of the text?
The main body covers historical developments, theoretical frameworks of quality management, a review of existing literature on service measurement instruments, and an empirical analysis of specific Indane gas dealer practices.
Which keywords best characterize this study?
The study is best characterized by terms such as Service Quality, Indane Gas, Customer Satisfaction, LPG, and Operational Efficiency.
How is "Internal Service Quality" defined in the text?
It is defined as the employees' collective feeling toward their job, colleagues, and the company, essentially reflecting the quality of work life within the organization.
What findings did the research produce regarding Indane gas?
The research found that many customers are not highly satisfied, citing frequent delays in cylinder delivery as a significant issue, leading to recommendations for more dealers and improved maintenance processes.
- Quote paper
- C. Sankar (Author), 2013, Service quality of LPG Domestic Consumers article, Munich, GRIN Verlag, https://www.hausarbeiten.de/document/211495
