CONSUMER SATISFACTION TOWARDSDIRECT BENEFIT TRANSFER OF LPG (DBTL) SCHEME WITH REFERENCE TO CHENNAI, AVADI

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1 CONSUMER SATISFACTION TOWARDSDIRECT BENEFIT TRANSFER OF LPG (DBTL) SCHEME WITH REFERENCE TO CHENNAI, AVADI M. YADHU KRISHNAN *, U. VISHNU DAS** AND A. K. SUBRAMANI *** * I YEAR M.B.A, VEL TECH BUSINESS SCHOOL, VEL TECH UNIVERSITY, AVADI, CHENNAI TAMIL NADU, INDIA. ** I YEAR M.B.A, VEL TECH BUSINESS SCHOOL, VEL TECH UNIVERSITY, AVADI, CHENNAI TAMIL NADU, INDIA. *** ASSISTANT PROFESSOR, VEL TECH BUSINESS SCHOOL, VEL TECH UNIVERSITY, AVADI, CHENNAI , TAMIL NADU, INDIA. ABSTRACT Apparently, LPG had become an unavoidable part of human beings. The LPG was being a part of human life since decades. Since it is getting necessary from time to time, in the same time the amount of available LPG is getting limited. As a result government introduced several measures to solve this issue. Somewhere failures while somewhere success but not up to the extent. Later after the arrival of UIDAI (Unique Identification System - AADHAR) government came up with a new idea to link AADHAR and bank account of the LPG Consumer and provide subsidy via bank. This scheme is on role right now. This study titled Consumer Satisfaction towards Direct Benefit Transfer OF LPG (DBTL) Scheme with reference to Chennai, Avadi aims at analyzing the satisfaction level of LPG users towards this scheme. For the purpose primary data which is collected directly from Consumers using questionnaire and several secondary form source are also on use. We are also using the tools like Frequency analysis, Chisquare test, One-Way ANOVA etc. to analyze the data collected. KEY WORDS: Sather, Consumer Satisfaction, DBTL, Liquefied Petroleum Gas, UIDAI. INTRODUCTION Consumer satisfaction refers to the extent to which Consumers are happy with the products and services provided by a business. Consumer satisfaction levels can be measured using survey techniques and questionnaires. In case, the performance falls short of expectations the consumer is dissatisfied. Conversely, if the performance matches the expectations, the Consumer is satisfied. However, if the performance exceeds expectations, the consumer is highly satisfied or delighted. The purpose of the study was to analyze the need and satisfaction level of Consumers or users towards the DBTL scheme. The Study reflected a new phase of subsidy scheme introduced by government. To be precise the whole study is related with examining the process of linking Andhra (UIDAI) with bank account and LPG centre to provide subsidy via bank to create savings for the users. The research access and analyze the factors of satisfaction, primly. Then, 22

2 empirical research is conducted to come up with effect of factors on the satisfaction level of Consumers of LPG and DBTL scheme. REVIEW OF LITERATURE Illegal usage of domestic LPG cylinders at restaurants and roadside eateries in Surat Inefficiency by the Surat Municipal Corporation (SMC) and the district civil supplies department in curbing the illegal usage of domestic LPG cylinders by roadside eateries has come to fore following a fire incident at the city's Khaudhra Gali at Haripura on Tuesday. Sources in the fire and emergency department said that a fast-food shop at the Khaudhra Gali at Haripura was gutted in a fire after a major blast in the domestic LPG cylinder on Tuesday morning. The fire brigade personnel recovered the domestic LPG cylinder from the spot. Illegal use of LPG cylinders still rampant The Telegraph newspaper of Calcutta conducted survey on rampant of cylinders, India reported several illegal issues related with LPG usage in Guwahati. In that area civil supplies department are closing their eyes against the illegal commercial use of domestic LPG. 45 cases were registered regarding this issue. Several restaurants and stalls are making illegal use of domestic LPG. 14kg cylinders of Rs 405 are sold at Rs 930 and provide more number of cylinders than allotted. Many people keep illegal blue books. Telegraph found many such issues related with illegal use of LPG in Assam. OBJECTIVES OF THE STUDY To analyze the satisfaction level of LPG consumers towards DBTL scheme with reference to Avadi region. To ascertain the consumer response towards subsidy on LPG. To assess the satisfaction towards current price of LPG. IMPORTANCE OF THE STUDY The use of firewood for cooking is not suitable for the people, because it is very time consuming and expensive, inconvenience to use and increase pollution etc. Nowadays most of the families are nuclear in size. Hence collecting, storing and using of firewood are difficult for them. These difficulties are removed by the use of LPG because; LPG helps in save time, makes it easy for cooking and also reduces the pollution etc. so most of them prefer to use LPG. The various LPG schemes such as Direct Benefit Transfer (DBTL) helps the public to use LPG at an affordable rate. So AADHAR helps to avoid unauthorized use of LPG. It is also helpful to increase the standard of living of people. The study also claims to find out expediency and justice in the distribution of cylinder and providing subsidies to the Consumers. RESEARCH METHODOLOGY Universe of the study is all help Consumers in Chennai residing at Avadi. Convenience sampling technique was used for sampling. Sample size was50.both primary and secondary data was used for data collection, primary data from the LPG Consumers. Secondary data from websites, journals, unpublished sources, etc.structured Questionnaire was used for data collection. The various tools chosen for data analysis were Chi-square test, One-way ANOVA Table, etc. 23

3 DATA ANALYSIS AND INTERPRETATION: 1. FREQUENCY ANALYSIS: Percentage analysis is one of the descriptive statistical measures used to describe the characteristics of the sample or population in totality. Percentage analysis involves computing measures of variables selected of the study and its finding will give easy interpretation for the reader. Table 1 Frequency Analysis on Age and Gender S.no Particulars Frequency Percentage 1. Gender Male Female Age Above From the table 1, it is inferred that majority (56%) of the respondents are Male. also among the total respondents (46%) are of the age years. Table 2. Frequency Analysis on LPG details S.no Particulars Frequency Percentage 1. Have LPG connection Yes No Regular consumer of LPG Yes No Which Connection HP Bharat Indane Period of usage Less than 1 year years More than years Can you accept DBTL scheme Yes No Ready to accept LPG without Subsidy Yes No

4 From the table 2, it is inferred that all the respondents are having LPG connection and most of them are regular consumers of LPG (47%). Most of the respondents are from Bharat Gas (58%) and almost every respondents are using since more than 3 years. Majority of them are accepting DBTL scheme (88%) but half of them are also ready to accept LPG without subsidy. 2. MEAN AND STANDARD DEVIATION Table 3. Mean and Standard - Factors of Consumer satisfaction Particulars N Mean Std. Deviation 1. Satisfaction towards price Rate the DBTL scheme Procedure to link Andhra and LPG Support/guidance/response by gas distributor Support/guidance/response by bank Timetaken at the gas distribution Timetaken at the bank DBTL scheme Promptness of subsidy credit in bank Promptness of subsidy- after purchase Price of LPG without subsidy Awareness about LPG Consumers are more satisfied with respect to the price and DBTL scheme with a mean above While the procedures, support and guidance from bank and distribution agency, time taken over there, price without subsidy are having average opinion with mean ranging from INDEPENDENT SAMPLE T-TEST: HYPOTHESIS 1 Null Hypothesis: There is no significant difference between male and female respondents with respect to the satisfaction towards price and rating of DBTL scheme Table 4: t-test for significant difference between male and female respondents with respect to the satisfaction towards price and rating of DBTL scheme S.No Particulars Gender Mean Std. Deviation t value p value 1. Satisfaction towards price Male Female Rate the DBTL scheme Male Female

5 From the above table, it is inferred that p value of satisfaction towards price is which is greater than 0.05, in which null hypothesis is accepted and alternative hypothesis is rejected at 5% level of significance. Here is no significant difference between male and female respondents with respect to the satisfaction towards price and rating of DBTL scheme. Male and female Consumers have shown more equal satisfaction in this situation. 4. CHI-SQUARE TEST: HYPOTHESIS 2 Null Hypothesis: There is no association between gender and essentials of LPG. Table 5: Chi- Square test for association between gender and essentials of LPG. S. No. Gender Whether LPG is essential or not Chi-square Value p value Yes No 1. Male Female Total 43 7 Since p value is which is greater than in which null hypothesis is accepted and alternative hypothesis is rejected at 5% level of significance. Since P value is less than 0.01, the null hypothesis is rejected at 1 percent level of significance. There is no association between gender and essentials of LPG. Hence concluded that there is association between gender and essential of LPG HYPOTHESIS 3 There is no association between gender and satisfaction towards price. Table 6: Chi- Square test for association between gender and satisfaction towards price. S.No Gender Satisfaction towards price Chi-square Dissatisfied Neutral Satisfied Very much Value satisfied 1 Male Female Total P value Since p value is which is greater than in which null hypothesis is accepted and alternative hypothesis is rejected at 5% level of significance. Since P value is less than 0.01, the null hypothesis is rejected at 1 percent level of significance. There is no association between gender and satisfaction towards price. Hence concluded that there is association between gender and satisfaction towards price. 26

6 HYPOTHESIS 4 Null Hypothesis: There is no association between age and acceptance of LPG without subsidy. Table 7: Chi- Square test for association between age and acceptance of LPG without subsidy S.No. Age in groups Ready to accept LPG without subsidy Chi-square P value Yes No Value Above Total Since p value is which is greater than in which null hypothesis is acceptedand alternative hypothesis is rejected at 5% level of significance. Since P value is less than 0.01, the null hypothesis is rejected at 1 percent level of significance. There is no association between age and acceptance of LPG without subsidy. Hence concluded that there is association between gender and acceptance of LPG without subsidy. ONE WAY ANOVA TABLE: HYPOTHESIS 5 Null Hypothesis:There is no significant difference between ages of respondents with respect to the factors of Consumer satisfaction towards DBTL scheme. 27

7 Table 7: ANOVA test for significant difference between age and factors of satisfaction of DBTL scheme S.No. Factors for satisfaction F value P value 1. Procedure to link Aadhar and LPG Support/guidance/response by gas distributor Support/guidance/response by bank 3.966* Timetaken at the gas distribution Timetaken at the bank DBTL scheme Promptness of subsidy credit in bank Promptness of subsidy- after purchase Price of LPG without subsidy Awareness about LPG From the table, it is inferred that all the p values are ranging above Thus, the null value is accepted and alternative is rejected. Therefore there is no significant difference between age and factors of satisfaction 28

8 DISCUSSIONS: Most of the respondents are regular users of LPG since more than 3 years and also they are well aware about subsidies available. Most of them finds it difficult to have subsidy, thus they are also ready to accept LPG without subsidy. But they all have a different perspective towards DBTL scheme and so wise they are ready to accept the changes. From the mean and std. deviation, it is inferred that the satisfaction level of Consumers are normal with respect to DBTL scheme, awareness, support and guidance, promptness etc. which ranges from 3.00 to There is nosignificant difference between male and female of the respondents with respect to the satisfaction towards the price and rate of DBTL scheme. There is no significant difference association between ages of the respondents with respect to the readiness of respondents to accept LPG without subsidy. The comparison between age and factors of satisfaction is showing is significant difference between them and are widely. SUGGESTIONS Aadhar is a unique identification document. Majority of the Consumers think it is very difficult to link Aadhar with LPG because they did not get adequate time. Thus it is necessary to extend the time to link LPG with Aadhar. Also now they started accept DBTL thus can get easily linked with the society The satisfaction towards scheme shows on parallel crucial level since, are on primary levels awareness for the public will be a great positive for the scheme development as well as adoption. Bank and distribution centers plays crucial role, thus developing better activity plans are going to be a good section for DBTL scheme. CONCLUSION From the study, it can be concluded that the DBTL scheme are performing in a better way, providing normal satisfaction to consumers, also the consumers are highly satisfied with the LPG s current situation without subsidy even if there are some exceptions. But the varying schemes and previous failures due to improper studies are forcing public to walk in a distance from these systems. REFERENCE BOOKS: Ramamurthy, G.C.(2000) Research Methodology, Dreamtech Press, New Delhi, first edition 2000 Kothari,C.R,(1999) Research Methodology, Wish prakashan, Second Edition: New Delhi 2001 Raguthamam, R(2006), The Subsidy,-government physic portal, issue vol1, 2006 Chandra, Mahesh(2008), Subsidies New movements, issue 1, 2008 WEBSITES: letters subsidies on DBTL. 29