Title: Customer satisfaction on Indian domestic gas delivery

Authors: Suchismita Satapathy; Susovan Mullick; Vikash Yadav

Addresses: School of Mechanical Engineering, KIIT University, Bhubaneswar, India ' School of Mechanical Engineering, KIIT University, Bhubaneswar, India ' School of Mechanical Engineering, KIIT University, Bhubaneswar, India

Abstract: LP gas is extremely versatile and portable. It can be transported using sea, rail or road transport. LP gas is available in a wide variety of packaging and storage options and is available in even the remotest of areas. LP gas is used throughout the home, as a gas to cook with, a source of fuel for central heating and hot water. LP gas is also commonly used in the agricultural sector and as a lower emission automotive transportation fuel Indian households are fully dependent on LPG cylinders. Therefore, attention needs to be diverted towards customers' perception on quality of supply of LPG gases and its related services so that distributors can focus on specific areas of concern to improve customer satisfaction. In this paper, attempt is made for concrete and measurable improvements in the service through an extensive study on customer's perception and various extents of the LPG gas supply. Some suggestions are provided for the improvement in service quality in Indian context.

Keywords: customer satisfaction; service quality; LPG gas delivery.

DOI: 10.1504/IJSSCI.2017.088063

International Journal of Services Sciences, 2017 Vol.6 No.1, pp.78 - 93

Accepted: 02 May 2017
Published online: 20 Nov 2017 *