Abstract

The caselet explains the efforts of Hindustan Petroleum Corporation Limited (HPCL) to improve customer service levels in its LPG business to differentiate its services from the competition. It describes the focus of the company on three aspects — quality, safety, and convenience. Finally, the caselet provides details about HPCL’s Rasoi Ghar scheme offered for the rural customers.

Learning Objectives

The case is structured to achieve the following Learning Objectives:

• LPG market in India
• Customer service as differentiator
• and Marketing strategies in commodity product markets.

Keywords

Hindustan Petroleum Corporation Limited (HPCL), LPG business, Subsidies, Bharat Petroleum, Indian Oil, Customer Service, Weight Campaign Initiative, Quality Aspect, Individual Insurance Policy, Umbrella Insurance Policy, Loyalty Program, "HP Home Perks", HP Home Bazaar, Rural Markets, HP Gas Rasoi Ghar Scheme