Comparison of Service Quality of Select Nonfuel Offerings of Three National Oil Companies after Liberalization till 2008

Abstract

The present work aims to analyze and compare service quality of the non-fuel offerings of the three dominant players Indian Oil Corporation Limited (IOC), Bharat Petroleum Corporation Limited (BPC) and Hindustan Petroleum Corporation Limited (HPC) in the petrol retailing sector in India. Through this work, a better understanding can be gathered of the quality that is expected by the customers visiting petro retail outlets of these companies, as well as their perceptions of service. As a result, it will be possible to map the customer s expectations against perceptions and identify service quality gaps. This will help to locate areas of performance where improvements are needed, or where resources could be better utilized elsewhere. newline