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STUDY ON CUSTOMER SATISFACTION IN IGL

PROJECT REPORT 2011

Submitted for the partial fulfillment of the requirement for the award Of POST GRADUATE DIPLOMA IN MANAGEMENT

SUBMITTED BY
Satanu Datta ROLL NO. 10080

UNDER THE SUPERVISION OF

External: Subhashis Bhattacharya Internal: Dr. Taruna Gautam

Department of Management

INSTITUTE OF MANAGEMENT EDUCATION, SAHIBABAD Declaration

I hereby declare that the project report entitled STUDY ON CUSTOMER SATISFACTION IN IGL submitted for the Post Graduate Diploma in Management is my original work and the Project Report has not formed the basis for the award of any degree, diploma, associateship, or other similar titles.

Date: Place:

Signature

Acknowledgement
It is my proud privilege and pleasure to express deep sense of gratitude to my project guide DR.Taruna Gautam, Lecturer, IME College, Sahibabad for her scholarly help valuable guidance, constructive criticism of her numerous

commitment and busy schedule to help me complete this project. My project would not have light of the day without the masterly guidance and overwhelming help of Mr. Subhashis Bhattacharya, Marketing Department, Indraprastha Gas Limited. He with his vast experience and professional competence took pains to guide an any issue sought by me. I owe my sincere gratitude with folded hands to Mr. J. Singh, Asst. Manager (Human Resource) Indraprastha Gas Limited. He took all the pains to see that my training at the company was comfortable and enjoyable. It is from him I learnt that patience and endurance is the key of success. I am highly obliged to Mr. Vinod Kumar (General Manager), Marketing IGL, Delhi for this personal encouragement and help provided to me in completion of my report. I register my deep sense of humble regards and thankfulness to Mrs.Nidhi Joshi and Mr. Sanjeet Kumar Das for their inspiration and co-operation during the training at Indraprastha Gas Limited, New Delhi. They took keep interest and devoted valuable time ungrudgingly whenever required. I also acknowledge my thanks to all other officers of Indraprastha Gas Limited, and teachers of my college and other near and dear ones who helped me at every step in one way or the other in completing this project report

Date: ------------------------------------Place: Delhi (Satanu Datta)

Executive Summary
INSTITUTE OF MANAGEMENT EDUCATION, SAHIBABAD

ROLL NO.

: 10080

NAME OF THE STUDENT EMAIL ADDRESS

: Satanu Datta. : satanu10datta@yahoo.in

ORGANIATION NAME AND ADDRESS: Indraprastha Gas Limited. IGL Bhawan, Plot No. 4, Community Centre, Sector 9, R.K. Puram, New Delhi 110022. SUPERVISORS NAMEINTERNAL EXTERNAL SUPERVISORS EMAIL ADDERSSINTERNAL EXTERNAL PROJECT REPORT TITLE : hodmgt@imesahibabad.ac.in : subhashis.b@igl.co.in : STUDY ON CUSTOMER SATISFACTION IN IGL ABSTRACT : The objective of the project was to do Study on Customer Satisfaction in Indraprastha Gas Limited for that we have to understand the customer needs, income, constraints, response and emotions. It was essential to know the feedback of customer in order to formulate effective marketing and sales strategies in future and improve the quality of service to achieve better consumer satisfaction. The site visits and companing made us possible to measure the satisfaction of consumer by identifying the attributes, which gave consumer-varying degrees of satisfaction. : Dr.Taruna Gautam. : Mr. Subhashis Bhattacharya.

(Signature of the Student) Name: Satanu Datta. Date: Signature of the Supervisor

Internal

External

Name: Dr. Taruna Gautam. Date:

Name: Mr. Subhashis Bhattacharya. Date:

Contents (1)Introduction
-Need of the Study -Background -Scope of the Study

(2)

Descriptive work of subtopic on Study. (Review of Literature)

(3)

Research Methodology
-Objective of Study -Sample size, Instrument used, Research design, Methods of data collection. etc.

(4)

Data analysis (using SPSS) & Interpretation (Result Discussion)

(5)

Conclusions

(6)

Suggestions and Limitations of the Study.

Bibliography/References Appendices Checklist for the items in the report

Introduction

IGL is amongst the first companies in India to commercialize the use of

Compressed Natural Gas (CNG) for the automotive sector. IGL is currently the sole producer and marketer of Compressed Natural gas to the automotive sector in the National Capital Territory of Delhi (NCT of Delhi)), which includes the capital of India. IGL also markets and distribute Piped Natural Gas (PNG) for domestic and commercial sectors in the NCT of Delhi.

Introduction of the topicThe purpose of this training was to have practical experience of working within the organization, in the field of marketing and to have exposure to the important management practices in field of marketing.

The main motto of the project work was Customer Satisfaction of Indraprastha Gas Limited, New Delhi. It includes in detail consumer (Satisfaction) responses analysis, by surveying number of consumers.

The project report is all about the satisfaction level of consumers of Indraprastha Gas Limited, New Delhi.

Consumer satisfaction level helps to know weather the consumer are satisfied by service of Indraprastha Gas Limited.

Company Profile

Incorporated in 1998, IGL took over Delhi City Gas Distribution Project in

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1999 from GAIL (India) Limited (Formerly Gas Authority of India Limited). The project was started to lay the network for the distribution of natural gas in the National Capital Territory of Delhi to consumers in the domestic, transport, and commercial sectors. With the backing of strong promoters GAIL (India) Ltd. and Bharat Petroleum Corporation Ltd. (BPCL) IGL plans to provide natural gas in the entire capital region.

The two main business objectives of the company are -

To provide safe, convenient and reliable natural gas supply to its

customers in the domestic and commercial sectors.

To provide a cleaner, environment-friendly alternative as auto fuel to

Delhis residents. This will considerably bring down the alarmingly high levels of pollution. The transport sector uses natural gas as Compressed Natural Gas (CNG), the domestic and commercial sectors use it as Piped Natural Gas (PNG) and RLNG is being supplied to industrial establishments. Indraprastha Gas Limited engages in retail gas distribution business supplying compressed natural gas (CNG), piped natural gas (PNG), and regasified liquid natural gas (R-LNG) in Delhi, Noida, Greater Noida, and Ghaziabad cities in India. It supplies CNG to transport sector; PNG to household kitchens, as well as to commercial users, including hotels, hospitals, embassies, and restaurants; and R-LNG to the industrial establishments. As of March 31, 2010, the company operated 241 CNG stations; and provided PNG to approximately 182,000 domestic and 355 commercial customers. It also supplies R-LNG to 21 industrial consumers.

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Its registered office is situatedIndraprastha Gas Ltd. IGL Bhawan, Plot No. 4, Community Centre, Sector 9, R.K. Puram, New Delhi 110022

Need of the study

A student undergoing a master course needs to be exposed to the realities in the

field

which puts to test the class room learning. Knowledge cannot be gained only on the basis of theoretical understanding from the book. A practice inside is necessary for the learning process to be complete and effective.

I took my training in very well known and well managed organization

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INDRAPRASTHA GAS LIMITED, DELHI, Where I got ample opportunity to give overall working of the organization.

In the forthcoming pages, an attempt has been made to present a comprehensive report of my study conducted on CUSTOMER SATISFACTION IN IGL.

Scope of the Study

Marketing starts with the customer and ends the customer . Peter Drucker. So no organization, small or big ignores the customers. Earth is not the center of universe but revolves around the Sun . -Copernicus. Similarly, we have come to believe that business firm is not the center of economic universe but revolves around the customer. Build customer and not only products. Building customers is not a single step exercise but a process ------.

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Literature Review
Gas pipeline projects get a big boost
July 17, 2010 Dongre The gas regulatory board has got real teeth now that Section 16 of the PNGRB Act of 2006 has been notified with effect from 15th July. This is a big step towards resolving the regulatory rigmaroles in the gas space and will be positive for gas distribution and transmission companies. This will also push forward badly needed investments in this space. PNGRB (the Petroleum and Natural Gas Regulatory Board) was formed in October 2007 but it did not have the authority to issue distribution rights to companies retailing CNG for automobiles and piped cooking gas to households because for some peculiar reason, the Act was notified without Section 16 which gave PNGRB the right to call for bids. Despite this, PNGRB conducted two rounds of bidding for city gas distribution (CGD) rights. GAIL Gas, a wholly-owned subsidiary of GAIL India won the first round - it got five cities - while Bhagyanagar Gas, a 50:50 JV of GAIL and Hindustan Petroleum Corp got Kakinada. When PNGRB called for the second round of bidding for seven cities, including Ghaziabad, Allahabad and Chandigarh, Indraprastha Gas (IGL) challenged its right (in the Delhi High Court) to issue licenses without Section 16 being notified, and the court upheld the challenge. This caused the auction process to come to a grinding halt. IGL objected mainly because it had already been given the mandate by the Environment Prevention & Control Authority, a central government entity, to establish a CGD network in Ghaziabad before the PNGRB Act. Not surprisingly, after the government authorised IGL to continue developing Ghaziabad, its share price ran up from Rs240 to Rs293 -it is close to an all-time high now. Munira

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Adani Gas pipelines to get deemed approval Posted: Saturday, Jul 17, 2010 Prasad Gireesh Chandra

New Delhi: Gujarat-based Adani Group's energy business will emerge as an unintended beneficiary of the government's decision to fully empower the downstream oil regulator the Petroleum and Natural Gas Regulatory Board (PNGRB) as it legitimises some pipeline networks that did not earlier get formal approval from the Centre. Adani's gas pipeline networks in Udaipur, Jaipur, Lucknow and Noida are likely to get deemed approval of the Centre, a person privy to the development told FE. The Centre on Wednesday said it is notifying a section in the PNGRB Act that would empower the regulator to carry out its mandate of licensing city gas distribution pipelines. Notifying section 16 without amendments would mean that existing pipeline networks that do not have the Union government's formal clearance, would get deemed approval. The section says that any entity laying natural gas distribution network before the appointed date shall be deemed to have such authorisation under the Act. The idea behind this clause was to exempt the entities that had secured the government's approval from again seeking a fresh clearance from the regulator once it becomes fully functional. Though unintended, it also exempts existing entities that do not have Centre's approval from taking PNGRB's clearance requirement. The government had explored amending the Section 16 and as an alternative, to set up a new national gas highway development authority. But since both the efforts did not fructify, it chose to notify the Section 16.

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Natural Gas liquids Pipelines Play Major Role In Marketing Products Sep 2010 carol freedenthol

Pipelines criss-crossing the lower U.S. carrying natural gas liquids (NGLs) carry out a vital role in making the gas liquids business possible and profitable. Natural gas liquids are the liquid hydrocarbons extracted from natural gas streams coming from deep inside the earth's crust. These liquids are entrained in the gas stream and are extracted in a variety of ways to produce the liquid products ethane, propane, butanes, pentanes and other higher molecule hydrocarbons. Pentanes and higher hydrocarbon compounds are usually sold as a single product called pentanes plus, commonly known as "natural gasoline." Mixtures of butane and propane are sold as liquid petroleum gas (LPG) and used for fuel in numerous types of equipment and operations. The natural gas liquids are dispersed in the natural gas stream as very small droplets and are so finely dispersed in the stream that elaborate processing equipment and facilities are needed to separate them from the natural gas. These are known as processing plants. Natural gas in the U.S. is produced from both gas only and gas and crude oil (associated gas) wells. Entrained in the gas stream are higher molecule hydrocarbon compounds, which on an energy or carbon basis usually have a greater value than the natural gas itself. These NGLs are used as fuel or fuel additives and equally as important, are the raw material feed-stocks for making chemicals and plastics. Without the thousands of miles of pipelines for transporting these products, it would be almost impossible to have an economically efficient market for the liquids. NGL amounts to an annual market of $12-14 billion and adds to the $80-90 billion U.S. natural gas business.

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Promoting Competition in the Natural Gas Industry October 23, 2000 Darryl r bigger

Natural gas is a key source of energy for OECD countries, both in its own right and as an input into the production of electricity. Regulatory reform in this sector shares both important similarities and important differences with regulatory reform in other network industries. Like other network industries, regulatory reform in natural gas involves promoting competition in the competitive segments of the industry (particularly competition between gas producers), the development of a robust regime for access to the remaining essential facilities, and structural separation between the competitive and non-competitive segments of the industry. OECD countries have pursued each of these steps, licensing independent producers, pricing access to pipeline infrastructure and separating gas production from transportation (although long-term take-or-pay contracts make this last reform more difficult). Unlike other network industries, however, the structure of the industry varies widely from country to country according to the number of domestic gas producers, the geographic location of pipelines and the uses to which natural gas is put. Countries which rely primarily on imported gas have less to gain from domestic reform and much to gain from reform in producing countries. As OECD gas sources diminish and reliance on imports increases, regulatory reform in natural gas will increasingly become an issue for international trade.

Research Methodology

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IntroductionResearch is an art of scientific investigation through search for new facts in any branch of knowledge. It is a moment from known to unknown. Research always starts with a question or a problem. Its purpose is to find answers to questions through the application of the scientific method. It is a systematic and intensive study directed towards a more complete knowledge of the subject studied. As marketing does not address itself to basic or fundamental question, it does not qualify as basic research. On the contrary, it tackles problems, which seem to have immediate commercial potential. In view of the major consideration, marketing research should be regarded as applied research. We may also say that marketing research is of both types problem solving and problem oriented. Marketing research is as systematic and objectives study of the problems pertaining to the marketing of the goods and services. It may be emphasized that it is not restricted to any particular area of marketing, but is applied to all the phases and aspects.

Method of data collection1) Data to be collected. Data includes facts and figures, which are required to be collected to achiever the objectives of the project. In order to determine the present position and satisfaction of customer of Indraprastha Gas Limited. a) Primary Data The data that is being collected for the first time or to particularly fulfill the objectives of the project is known as primary data. These primary data were collected through responses of consumer was conducted through questionnaires prepared for them.

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b) Secondary Data Secondary data are that type of data, which are already assembled and need not to collected from outside. These types of data were i) Company Profile ii) Product Profile iii) Competitors Profile The aforesaid data were collected through Internet and company s financial report. 2) Data Collection Method For given project, the primary data, which needed to collect for the first time, were much significant. This type of information gathered through Survey technique, which is the most popular and effective technique for correct data collection. The survey was completed with the use of questionnaires. - Questionnaire for consumer. 3) Sampling Sample is the small group taken under consideration from the total group. This small group represents the total group. In the project the market research, which was ask to be studied was Delhi market but as it was possible to approach all the respondent s customer of the city, hence a sample was selected which represents the whole city. The areas selected for the sample are present further in the appendix. Sample size of customer list was taken from Indraprastha Gas Limited customer data basic. 4) Data Evaluation unnecessary information and over or under emphasized facts. Therefore only relevant data were included in the report, which helped in achieving the objectives of the project.

Objective of the study

1) To determine the present position and satisfaction of customer in

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Indraprastha Gas Limited. The main objective of the project was to analyze consumer satisfaction of Indraprastha Gas Limited with other services in Delhi. And also present position of the company. 2) Responses of customer Responses from them were collected through survey and for the questionnaire were prepared for both of them. 3) Benefits derived by assessing consumer satisfaction are: - Feedback to organization regarding product. - Understanding customer s requirements. - Providing superior service to customer. - Strengthen the relationship with customers. - Formulating sales strategies. 4) Suggestions and recommendations. The objective of the research was not only to find out the problem but also the identification of solutions or suggestions of the problems.

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Overview of the Company

HISTORY Indraprastha Gas (IGL), incorporated in 1998, is engaged in distribution of Compressed Natural Gas (CNG) and Piped Natural Gas (PNG) in Delhi. In 1999 the company took over Delhi City Gas Distribution Project from GAIL (India). IGL laid the network for the distribution of natural gas in the National Capital of Delhi to consumers in the domestic, transport, and commercial sectors. The company started with 9 CNG stations and 1000 PNG consumers. Today, the company has crossed 163 CNG stations and 1, 22,000 domestic and 300 commercial PNG customers. The company has entered into a joint venture with Siti Energy to set up City Gas Distribution Projects at Sonepat and Panipat located at Haryana. Indraprastha Gas was awarded Golden Peacock Eco Innovation Award.

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Evolving Journey 1998 Indraprastha Gas Limited was incorporated in 1998 and is based in New Delhi, India. 2004 -Indraprastha Gas unveils first online CNG station in Delhi 2006 - Indraprastha Gas Limited has informed that Board in its meeting held on October 30, 2006 approved the appointment of Mr. Om Narayan as Managing Director w.e.f. September 28, 2006. Mr. A. K. De has ceased to be the Managing Director w.e.f. September 28, 2006. 2007 -IGL commences CNG Project activities in Greater Noida -IGL gets up government clearance for city gas distribution in noida 2008 -IGL to set up PNG central control room in Kaka Nagar 2009 - Indraprastha Gas Ltd has appointed Sh. S Radhakrishnan as Chairman of the Board of Directors of the Company w.e.f. January 14, 2009. - Indraprastha Gas Ltd has appointed Prof. V. Ranganathan as an Additional Director on the Board of the Company w.e.f. November 01, 2009. -Noidas First Mother CNG Station Inaugurated. -IGL starts Piped Natural Gas supply in Noida.

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Management

Name B C Tripathi K K Gupta Manmohan Singh R K Verma Rajesh Agrawal Rajesh Vedvyas Rajesh Vedvyas S K Jain S K Jain S S Dalal S S Rao V Ranganathan

Designation Chairman / Chair Person Additional Director Director (Commercial) Director Vice President ( Finance ) CEO Managing Director Co. Secretary & Compl. Office Secretary Director Director Director

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BUSINESS CNG- the Companys core business is to distribute CNG and PNG in Delhi. It has presence in areas including Sarita Vihar, Jasola, Dwarka, Rohini, Pitampura, Janakpuri, Maya Enclave, Saket, Hauz Khas, Paschim Vihar, Vikaspuri, Dilshad Garden and many more. R-LNG- the Company is also engaged in supplying Re-gasified Liquid Natural Gas (R-LNG) to 16 industrial consumers. It is further exploring new gas supply sources under this segment.

VISION To be the leading clean energy solutions provider, committed to stakeholder value enhancement, through operational excellence and customer satisfaction'. This Vision statement signifies five major attributes for the organization:
Commitment Providing

to environment

complete energy solutions thereby going beyond CNG for value for the stakeholders including customers, shareholders and excellence in our operations

transport and PNG for cooking applications

Enhancing

employees
Achieving

Providing satisfaction to the customers

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FUTURE OUTLOOK IGL is planning to infuse Rs 1288 million under CNG segment to expand its presence in area of NCT of Delhi. Under PNG segment, the company is planning to spend Rs 633 million for large scale expansion and it anticipating to provide PNG to additional 50,000 households. IGL continues to augment its infrastructure so as to meet the increasing demand of CNG arising out of growing number of CNG vehicles in Delhi. The growth drivers for increase in demand of CNG are- upcoming Commonwealth Games, car manufacturers coming up with CNG variants and Delhi Governments directive making it mandatory for all LCVs operating in Delhi to run on CNG. The company is in the process of enhancing its compression capacity by adding new stations. On the PNG front, IGL has planned to expand its business activities in Delhi and its neighboring towns like Noida, Greater Noida and Ghaziabad. Our customers will now be benefited with supply of PNG for non cooking applications like Geysers also. IGL is also working towards expanding its PNG network to cover all charge areas of Delhi by 2012. Industrial and commercial segments would be the focus areas for the organization in the future. Main objective of the company is to provide safe, convenient, and reliable natural gas supply to its customers in the domestic and commercial sectors. IGL binds itself to provide a cleaner, environment friendly alternative as auto fuel to Delhis residents. This will considerably bring down the alarmingly high levels of

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pollution.

HIGHLIGHTS CNG Compression capacity : 36.40 lakh Kg/day No of stations : 193 No of CNG vehicles in Delhi : 3,40,000 No of domestic customers : over 1,82,000 No of Large Commercials : 52

The transport sector uses natural gas as compressed natural gas (CNG), the domestic and commercial sectors use it as piped natural gas (PNG) and R-LNG is being supplied to industrial establishments. On the PNG front, IGL has planned to expand its business activities in Delhi and its neighboring towns like Noida, Greater Noida and Ghaziabad. Our customers will now be benefited with supply of PNG for non cooking applications like Geysers also. IGL is also working towards expanding its PNG network to cover all charge areas of Delhi by 2012.

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PHILOSOPHY The business philosophy of IGL would encompass the following:

Strong Best

commercial orientation

operating practices addition at every step Customer Service a Learning Organization effort

Value

Quality Team

Develop

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PRODUCTS OF INDRAPRASTHA GAS LIMITED There are mainly two products of IGL. They are:PIPED NATURAL GAS Piped natural gas (PNG):- PNG is mainly methane CH4 with a small percentage of other higher hydrocarbons. The ratio of carbon to hydrogen is least in methane and hence it burns almost completely making it the cleanest fuel. It is procured from the oil / gas wells and transported through a network of pipelines across the country. The gas which comes out from the oil wells is called as natural gas. The natural gas when transferred through the pipeline and provided to the customers to be used for domestic purpose for cooking , gas heaters etc or for industrial use for equipments like boilers, furnaces, ovens, generators etc is called piped natural gas.

BENEFITS OF PIPED NATURAL GAS OVER DIESEL AND PETROL Knowing fully well that Piped Natural Gas is the obvious choice for us to make, wouldn't it be apt if we called PNG Positively Natural Gas!! PNG has several distinctions to its credit- of being a pollution-free fuel, easily accessible minus storage troubles, and being available at very competitive rates. When you choose PNG, you are making a wise decision. Why not enhance your comfort and improve your lifestyle for the years to come? Experience the

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versatility and performance of this reliable energy source. With PNG you don't need to make any choices, for its characteristics make it the best option for domestic and commercial purposes.

Uninterrupted supply the source of PNG supply in Delhi is the famous Hazira-Bijaipur-Jagdishpur (HBJ) pipeline of GAIL (India) Limited. PNG offers the convenience of ensuring continuous and adequate supply of PNG at all times, without any problem of storing gas in cylinders. Safety The combustible mixture of natural gas and air does not ignite if the mixture is leaner than 5% and richer than 15% of the air-fuel ratio required for ignition. This narrow inflammability range makes PNG one of the safest fuels in the world. Safety Natural gas is lighter than air. Therefore, in case of a leakage, it just rises and disperses into thin air given adequate ventilation. But LPG being heavier will settle at the bottom near the floor surface. A large quantity of LPG is stored in liquefied form in a cylinder. With PNG, it is safer since PNG installation inside your premises contains only a limited quantity of natural gas at low pressure i.e. 21 millibar (mbar).

On leakage, LPG expands 250 times, which is not the case with PNG. Supply in PNG can be switched off through appliance valve (inside the kitchen) and isolation valve (outside kitchen premises), which fully cuts off

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the gas supply.

Billing The user is charged only for the amount of PNG used, and no pilferage is possible with PNG as the billing is done according to the meter. A unique feature is that the user gets to pay only after consumption of gas. The domestic consumer pays the PNG bill only once in four months. The user pays the gas consumption charges based on the exact consumption reading provided by the meter installed at his premises. The bill is delivered at the users doorstep. List of collection centers/drop boxes

Customer support Round-the-clock customer support is assured through 24 hrs toll free number 1800112535, 64543592, 64733166 and 64563655 backed by control rooms, which are manned by engineers and trained technicians. Thus complaints, if any, are promptly redressed.

Environment

friendly

Natural gas is one of the cleanest burning fossil fuels, and helps improve the quality of air, especially when used in place of other more polluting energy sources. Its combustion results in virtually no atmospheric emissions of sulphurdioxide (SO2), and far lower emissions of carbon monoxide (CO), reactive hydrocarbons and carbon dioxide, than combustion of other fossil fuels. No daily liasioning The consumer is spared the task of liasioning with oil companies and

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coordinating with them for ensuring the daily supply of fuel, because PNG is supplied directly through pipes.
Billing

- No up-front payment

The user is charged only for the amount of PNG used, and no pilferage is possible with PNG as the billing is done according to the meter. The commercial consumer pays on a monthly basis.

Lower maintenance cost With PNG, soot or ash accumulation and greasy spillages are absent from your appliance. Maintenance costs are, thus, driven down.

COMPRESSED NATURAL GAS Compressed natural gas (CNG):- CNG stands for compressed natural gas. It is gaseous fuel and is a mixture of hydrocarbons mainly Methane. For use in Automobiles as fuel, it is compressed to a pressure of 200-250 Kg/cm to enhance the vehicle on-board storage capacity. The gas which comes out from the oil wells is called as natural gas. This natural gas when compressed to a pressure of over 250 bar, it is named as compressed natural gas (CNG). This is done so as to fill the gas into small cylinders of about a few kilogram capacities which are installed in the vehicles running on CNG.

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BENEFITS OF COMPRESSED NATURAL GAS We at IGL envisage a long lasting friendship between CNG and its consumers. And while every friendship in itself is to be desired, it is said the initial cause of friendship is from its advantages. Furthermore, when you are apprised of the advantages of using CNG, this friendship is certain to leap from being strong to stronger. The advantages of using CNG are varied and distinct. The first and most important benefit of using CNG is that you are using a 'green fuel'.

Green fuel Commonly referred to as the green fuel because of its lead and sulphur free character, CNG reduces harmful emissions. Being non-corrosive, it enhances the longevity of spark plugs. Due to the absence of any lead or benzene content in CNG, the lead fouling of spark plugs, and lead or benzene pollution are eliminated. Increased life of oils Another practical advantage observed is the increased life of lubricating oils, as CNG does not contaminate and dilute the crankcase oil. Mixes evenly in air Being a gaseous fuel CNG mixes in the air easily and evenly. Safety CNG is less likely to auto-ignite on hot surfaces, since it has a high auto-

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ignition temperature (540 degrees centigrade) and a narrow range (5%-15%) of inflammability. It means that if CNG concentration in the air is below 5% or above 15%, it will not burn. This high ignition temperature and limited flammability range makes accidental ignition or combustion very unlikely.

Properties Relative density Relative density Auto-ignition Temperature Flammability Range Flame Temperature Octane Number

Unit Water = 1 Air =1 Degree C % in Air Degree C -

Petrol 0.74 360 1-8 2,030 87

Diesel 0.84 280 0.6-5.5 1,780 -

LPG 0.55 1.285 374 2.2-9.0 1,983 93

PNG 0.64 540 5-15 1,900 127

Low operational cost The operational cost of vehicles running on CNG, as compared to those running on other fuels, is significantly low. At the prevailing price of fuel in Delhi, operational cost of CNG vehicles is 68% lower than petrol and 36% lower than diesel.

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Questionnaire
Dear Respondent, This is a survey about customer satisfaction in IGL. So kindly furnish the correct information. The information given will only be utilized for the research purpose only and not any other purpose. Name: Address: .....................................................................................................

1. Do you feel using of CNG and PNG is safe? a. Strongly agree b. Agree c. Disagree

2. Are you satisfied with the proper supply of the Gas? a. Strongly agree b. Agree c. Disagree

3. Are you satisfied with the service? a. Yes 4. Which form of gas do you use? a. CNG b. PNG c. R-LNG b. No c. Sometimes

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5. Are you satisfied with the bill? a. Yes b. No c. Sometimes

6. Which form of bill will you prefer more? a. Hardcopy b. E-bill c. Via sms

7. Which form of payment you prefer more? a. Cash b. Cheque c. Online

8. How much time does the company to solve your issues? a. 24 Hours b. 48 Hours c. More than 72 Hours

9.

Do you fill IGL lack in the use of the technology? a. Strongly agree b. Agree c. Disagree

10.Do you face any problem in getting new PNG connection? a. Yes b. No c. Sometimes

11.Do you feel emergency service of IGL is good? a. Strongly agree b. Agree c. Disagree

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1. Do you feel using of CNG and PNG is safe?

Analysis
Data has been collected from 100 sample size. Out of 100 38% strongly agree that using of CNG and PNG is safe. 41% agree that using of CNG and PNG is safe.

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21% disagree that using of CNG and PNG is safe.

Alpha value (for confidence interval) Count Mean Mean LCL Mean UCL Variance Standard Deviation Mean Standard Error Minimum Maximum Range Sum Sum Standard Error Total Sum Squares Adjusted Sum Squares Geometric Mean Harmonic Mean Mode

0.02 Variable #1 (38) 2 Skewness Skewness Standard 31. Error ######## # Kurtosis 349.20516 Kurtosis Standard Error Alternative Skewness 200. (Fisher's) Alternative Kurtosis 14.14214 (Fisher's) 10. Coefficient of Variation 21. Mean Deviation 41. Second Moment 20. Third Moment 62. Fourth Moment 20. Median 2,122. Median Error 200. Percentile 25% (Q1) 29.3428 Percentile 75% (Q2) 27.77419 IQR MAD (Median Absolute #N/A Deviation) Coefficient of Dispersion (COD)

0.E+0 0.63246 1. #N/A #N/A #N/A 0.4562 10. 100. 0.E+0 10,000. 31. 8.86227 31. 1.2665E+76 1.2665E+76 10. 0.32258

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2. Are you satisfied with the proper supply of the Gas?

Analysis
Data has been collected from 100 sample size. Out of 100 58% strongly agree that IGL supply gas properly. 37% agree that IGL supply gas properly. 5% disagree that IGL supply gas properly.

Alpha value (for confidence interval) Count Mean Mean LCL

0.02 Variable #1 (58) 2 Skewness 21. Skewness Standard Error ######## # Kurtosis

0.E+0 0.63246 1.

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Mean UCL Variance Standard Deviation Mean Standard Error Minimum Maximum Range Sum Sum Standard Error Total Sum Squares Adjusted Sum Squares Geometric Mean Harmonic Mean Mode

530.12826 Kurtosis Standard Error Alternative Skewness 512. (Fisher's) Alternative Kurtosis 22.62742 (Fisher's) 16. Coefficient of Variation 5. Mean Deviation 37. Second Moment 32. Third Moment 42. Fourth Moment 32. Median 1,394. Median Error 512. Percentile 25% (Q1) 13.60147 Percentile 75% (Q2) 8.80952 IQR MAD (Median Absolute #N/A Deviation) Coefficient of Dispersion (COD)

#N/A #N/A #N/A 1.0775 16. 256. 0.E+0 65,536. 21. 14.17963 21. ######## # ######## # 16. 0.7619

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3. Are you satisfied with the service?

Analysis
Data has been collected from 100 sample size. Out of 100 53% customer are satisfied on IGLs service. 19% customer are not satisfied on IGLs service.

28% customer are satisfied sometime on IGLs service.

Alpha value (for confidence interval) Count Mean Mean LCL

0.02 Variable #1 (58) 2 Skewness Skewness Standard 23.5 Error ######## Kurtosis

0.E+0 0.63246 1.

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Mean UCL Variance Standard Deviation Mean Standard Error Minimum Maximum Range Sum Sum Standard Error Total Sum Squares Adjusted Sum Squares Geometric Mean Harmonic Mean Mode

# 166.69232 Kurtosis Standard Error #N/A Alternative Skewness 40.5 (Fisher's) #N/A Alternative Kurtosis 6.36396 (Fisher's) #N/A 4.5 Coefficient of Variation 0.27081 19. Mean Deviation 4.5 28. Second Moment 20.25 9. Third Moment 0.E+0 47. Fourth Moment 410.0625 9. Median 23.5 1,145. Median Error 3.98802 40.5 Percentile 25% (Q1) 23.5 ######## 23.06513 Percentile 75% (Q2) # ######## 22.6383 IQR # MAD (Median Absolute #N/A Deviation) 4.5 Coefficient of Dispersion (COD) 0.19149

42

4. Which form of gas do you use?

43

Analysis
Data has been collected from 100 sample size. Out of 100 27% customer use CNG gas. 62% customer use PNG gas. 11% customer use R-LNG gas. Alpha value (for confidence interval) Count Mean Mean LCL Mean UCL Variance Standard Deviation Mean Standard Error Minimum Maximum Range Sum Sum Standard Error Total Sum Squares Adjusted Sum Squares Geometric Mean Harmonic Mean Mode

0.02 Variable #1 (27) 2 Skewness 0.E+0 Skewness Standard 36.5 Error 0.63246 ######## # Kurtosis 1. Kurtosis Standard 847.92316 Error #N/A Alternative Skewness 1,300.5 (Fisher's) #N/A Alternative Kurtosis 36.06245 (Fisher's) #N/A 25.5 Coefficient of Variation 0.98801 11. Mean Deviation 25.5 62. Second Moment 650.25 51. Third Moment 0.E+0 422,825.062 73. Fourth Moment 5 51. Median 36.5 3,965. Median Error 22.59879 1,300.5 Percentile 25% (Q1) 36.5 26.11513 Percentile 75% (Q2) 1.2665E+76 18.68493 IQR 1.2665E+76 MAD (Median Absolute #N/A Deviation) 25.5

44

Coefficient of Dispersion (COD)

0.69863

5. Are you satisfied with the bill?

45

Analysis Data has been collected from 100 sample size. Out of 100 69% customer are satisfied with the bill. 12% customer are not satisfied with the bill. 19% customer are satisfied sometimes with the bill. Alpha value (for confidence interval) Count Mean Mean LCL Mean UCL Variance Standard Deviation

0.02 Variable #1 (69) 2 Skewness 0.E+0 Skewness Standard 15.5 Error 0.63246 95.87181 Kurtosis 1. ####### # Kurtosis Standard Error #N/A Alternative Skewness 24.5 (Fisher's) #N/A 4.94975 Alternative Kurtosis #N/A

46

Mean Standard Error Minimum Maximum Range Sum Sum Standard Error Total Sum Squares Adjusted Sum Squares Geometric Mean Harmonic Mean Mode

3.5 12. 19. 7. 31. 7. 505. 24.5

(Fisher's) Coefficient of Variation Mean Deviation Second Moment Third Moment Fourth Moment Median Median Error Percentile 25% (Q1)

15.09967 Percentile 75% (Q2) 14.70968 IQR MAD (Median Absolute #N/A Deviation) Coefficient of Dispersion (COD)

0.31934 3.5 12.25 0.E+0 150.0625 15.5 3.10179 15.5 ######## # ######## # 3.5 0.22581

47

6. Which form of bill will you prefer more?

Analysis Data has been collected from 100 sample size. Out of 100

48

64% customer prefer hardcopy bill. 25% customer prefer E-bill. 11% customer prefer via sms bill. Alpha value (for confidence interval) Count Mean Mean LCL Mean UCL Variance Standard Deviation Mean Standard Error Minimum Maximum Range Sum Sum Standard Error Total Sum Squares Adjusted Sum Squares Geometric Mean Harmonic Mean Mode

0.02 Variable #1 (64) 2 Skewness 0.E+0 Skewness Standard 18. Error 0.63246 ######## # Kurtosis 1. 240.74361 Kurtosis Standard Error #N/A Alternative Skewness 98. (Fisher's) #N/A Alternative Kurtosis 9.89949 (Fisher's) #N/A 7. Coefficient of Variation 0.54997 11. Mean Deviation 7. 25. Second Moment 49. 14. Third Moment 0.E+0 36. Fourth Moment 2,401. 14. Median 18. 746. Median Error 6.20359 98. Percentile 25% (Q1) 18. ######## 16.58312 Percentile 75% (Q2) # ######## 15.27778 IQR # MAD (Median Absolute #N/A Deviation) 7. Coefficient of Dispersion (COD) 0.38889

49

7. Which form of payment you prefer more?

50

Analysis Data has been collected from 100 sample size. Out of 100 19% customer prefer cash payment. 59% customer prefer cheque payment. 22% customer prefer online payment. Alpha value (for confidence interval) Count Mean Mean LCL Mean UCL Variance Standard Deviation

0.02 Variable #1 (19) 2 Skewness Skewness Standard 40.5 Error ######## # Kurtosis Kurtosis Standard 629.17955 Error Alternative Skewness 684.5 (Fisher's) 26.16295 Alternative Kurtosis

0.E+0 0.63246 1. #N/A #N/A #N/A

51

Mean Standard Error Minimum Maximum Range Sum Sum Standard Error Total Sum Squares Adjusted Sum Squares Geometric Mean Harmonic Mean Mode

18.5 22. 59. 37. 81. 37. 3,965. 684.5 36.02777 32.04938 #N/A

(Fisher's) Coefficient of Variation Mean Deviation Second Moment Third Moment Fourth Moment Median Median Error Percentile 25% (Q1) Percentile 75% (Q2) IQR MAD (Median Absolute Deviation) Coefficient of Dispersion (COD)

0.646 18.5 342.25 0.E+0 117,135.062 5 40.5 16.3952 40.5 1.2665E+76 1.2665E+76 18.5 0.45679

52

8. How much time does the company to solve your issues?

Analysis Data has been collected from 100 sample size. Out of 100 61% customer says that the company solves their problem within 24 hours. 12% customer says that the company solves their problem within 48 hours. 27% customer says that the company solves their problem more than 72 hours. Alpha value (for confidence interval) Count Mean

0.02 Variable #1 (61) 2 Skewness Skewness Standard 19.5 Error

0.E+0 0.63246

53

Mean LCL Mean UCL Variance Standard Deviation Mean Standard Error Minimum Maximum Range Sum Sum Standard Error Total Sum Squares Adjusted Sum Squares Geometric Mean Harmonic Mean Mode

######## # Kurtosis 1. 258.15387 Kurtosis Standard Error #N/A Alternative Skewness 112.5 (Fisher's) #N/A Alternative Kurtosis 10.6066 (Fisher's) #N/A 7.5 Coefficient of Variation 0.54393 12. Mean Deviation 7.5 27. Second Moment 56.25 15. Third Moment 0.E+0 3,164.062 39. Fourth Moment 5 15. Median 19.5 873. Median Error 6.6467 112.5 Percentile 25% (Q1) 19.5 ######## 18. Percentile 75% (Q2) # ######## 16.61538 IQR # MAD (Median Absolute #N/A Deviation) 7.5 Coefficient of Dispersion (COD) 0.38462

54

9. Do you fill IGL lack in the use of the technology?

Analysis Data has been collected from 100 sample size. Out of 100 10% customer strongly agree that IGL lack in the use of the

55

technology. 51% customer agree that IGL lack in the use of the technology. 39% customer disagree that IGL lack in the use of the technology Alpha value (for confidence interval) Count Mean Mean LCL Mean UCL Variance Standard Deviation Mean Standard Error Minimum Maximum Range Sum Sum Standard Error Total Sum Squares Adjusted Sum Squares Geometric Mean Harmonic Mean Mode

0.02 Variable #1 (10) 2 Skewness 0.E+0 Skewness Standard 45. Error 0.63246 145.923 1 Kurtosis 1. 235.923 1 Kurtosis Standard Error #N/A Alternative Skewness 72. (Fisher's) #N/A Alternative Kurtosis 8.48528 (Fisher's) #N/A 6. Coefficient of Variation 0.18856 39. Mean Deviation 6. 51. Second Moment 36. 12. Third Moment 0.E+0 90. Fourth Moment 1,296. 12. Median 45. 4,122. Median Error 5.31736 72. Percentile 25% (Q1) 45. 44.5982 ######## 1 Percentile 75% (Q2) # ######## 44.2 IQR # MAD (Median Absolute #N/A Deviation) 6. Coefficient of Dispersion (COD) 0.13333

56

10. Do

you face any problem in getting new PNG connection?

Analysis Data has been collected from 100 sample size. Out of 100

57

15% customer says that they face the problem in getting new PNG connection.

58% customer says that they do not face any problem in getting new PNG connection.

27% customer says that they sometime face problem in getting new PNG connection.

Alpha value (for confidence interval) Count Mean Mean LCL Mean UCL Variance Standard Deviation Mean Standard Error Minimum Maximum Range Sum Sum Standard Error Total Sum Squares Adjusted Sum Squares Geometric Mean

0.02 Variable #1 (15) 2 Skewness 0.E+0 Skewness Standard 42.5 Error 0.63246 450.718 Kurtosis 1. 535.718 Kurtosis Standard Error #N/A Alternative Skewness 480.5 (Fisher's) #N/A ###### Alternative Kurtosis # (Fisher's) #N/A 15.5 Coefficient of Variation 0.51577 27. Mean Deviation 15.5 58. Second Moment 240.25 31. Third Moment 0.E+0 ######## 85. Fourth Moment # 31. Median 42.5 4,093. Median Error 13.73652 480.5 Percentile 25% (Q1) 42.5 ###### Percentile 75% (Q2) ########

58

Harmonic Mean Mode

# ###### # #N/A

IQR MAD (Median Absolute Deviation) Coefficient of Dispersion (COD)

# ######## # 15.5 0.36471

59

8. Do you feel emergency service of IGL is good?

Analysis Data has been collected from 100 sample size. Out of 100 27% customer strongly agree that emergency service of IGL is good. 52% customer agree that emergency service of IGL is good. 21% customer disagree that emergency service of IGL is good.

Alpha value (for confidence interval) Count Mean

0.02 Variable #1 (27) 2 Skewness Skewness Standard 36.5 Error

0.E+0 0.63246

60

Mean LCL Mean UCL Variance Standard Deviation Mean Standard Error Minimum Maximum Range Sum Sum Standard Error Total Sum Squares Adjusted Sum Squares Geometric Mean Harmonic Mean Mode

456.718 Kurtosis 1. 529.718 Kurtosis Standard Error #N/A Alternative Skewness 480.5 (Fisher's) #N/A ###### Alternative Kurtosis # (Fisher's) #N/A 15.5 Coefficient of Variation 0.60056 21. Mean Deviation 15.5 52. Second Moment 240.25 31. Third Moment 0.E+0 ######## 73. Fourth Moment # 31. Median 36.5 3,145. Median Error 13.73652 480.5 Percentile 25% (Q1) 36.5 ###### ######## # Percentile 75% (Q2) # ###### ######## # IQR # MAD (Median Absolute #N/A Deviation) 15.5 Coefficient of Dispersion (COD) 0.42466

61

Limitations of the study

Delhi consists of a large number of areas and it is not possible to cover all the areas in such a short period of time.

There are large numbers of industries, house, station which are running in the residential areas which are difficult to locate and identify. So its not possible to cover those units.

Environmental and personal factors.

62

Findings

There is all sort of industries such as stainless steel, garment units, metal fabrication units, assembling units, gas cutting and welding units, godowns. Industry owners were not aware of the properties of PNG and its uses in the industry. Some of the owners were apprehensive about the project of laying pipeline to be completed. The demand potential of prospective customers is about 7801(approx) units of gas per day.

63

Benefit of PNG over DIESEL

Price of 1 liter of diesel = Rs. 38 Total units used by company per day = 565 liter Total expenses per day - 565*38 = 21470 Price of 1 cubic meter of PNG = 24 RS Total units used to be used by company per day = 565 units Total expenses per day 565*24 = 13560 Total profits Of PNG over diesel = 21470 13560 = Rs 7910 So from the above calculations we can clearly find out that PNG have clear financial benefits over diesel. In the above example we can see that surya exporters have clear benefits of Rs 7910. A total expense of the company when it was using diesel was Rs 21470 but when it would shift to PNG came down to 13560. Beside this PNG have several other benefits over HDO and LDO. Less costly as compared to LDO and HDO No handling cost Lighter than air no chances of bursting Less dangerous No extra labors required Environment friendly Unrestricted supply

64

One time investment

Conclusion

After conducting market research for Indraprastha Gas Limited we came to know different needs of consumers, their valuable suggestions, responses to the different questions. With this information we can conclude that there is good market awareness about Indraprastha Gas Limited in the market. Customer satisfaction level of most respondents is higher for Indraprastha Gas Limited, which is provided by survey.

65

Recommendations

There is a need to spread awareness about PNG,CNG and R-LNG through the advertisements in the television, print advertisement..

A visit of the prospective customers can be organized to the industry, house where the PNG gas is being used as a fuel. This would clear all the apprehension which the prospective customer may be having regarding the gas being successful in his industry.

The cost can be recovered by the company in monthly installments as some of the industries are small scale and cannot invest total amount at one go. The bill payment can be made by cash as some of the industrialists have issues while making the payment by RTGS method. The company should do all the internal fittings as well and can charge for that.

66

Glossary
PNG piped natural gas CNG compressed natural gas LPG liquefied petroleum gas

67

Reference

Google/3Gas%20pipeline%20projects%20get%20a%20big%20boost %20-%20Moneylife%20%20Personal%20Finance%20Magazine.htm

google/6Adani%20Gas%20pipelines%20to%20get%20deemed %20approval.htm

google/Natural%20Gas%20liquids%202Pipelines%20Play%20Major %20Role%20In%20Marketing%20Products%20%20%20Pipeline %20&%20Gas%20Journal%20%20%20Find%20Articles%20at %20BNET.htm.

www.http/SSRNPromoting%20Competition%20in%20the %20Natural%20Gas%20Industry%20by%20Darryl%20Biggar1.htm

www.iglonline.com
MARKETING MANAGEMENT BY PHILLIP KOTLER, H. (2008) . Nature, 451 (7177), 397399