Name: Revathi G & Krishna Sri V
Country: India

Year: 2026
Volume: Volume No: 13, Issue No: 1, Year: 2026
Page Number: 205-209
DOI: https://doi.org/10.5281/zenodo.19628664

ABSTRACT
Liquefied Petroleum Gas (LPG) has become an essential household fuel in India To conclude, Bharat Gas has the potential to further strengthen its position in the market by focusing on:
 Improving delivery timelines
 Enhancing customer service responsiveness
 Ensuring transparency in operations
 Increasing customer awareness programs
By addressing these key areas, Bharat Gas can not only improve customer satisfaction but also build long-term customer loyalty and sustain its competitive advantage in the LPG market due to its convenience, efficiency, and environmental advantages. Among the major LPG providers, Bharat Gas (a unit of Bharat Petroleum Corporation Limited) plays a significant role in supplying cooking gas to both urban and rural consumers. With increasing competition and rising customer expectations, understanding customer satisfaction has become crucial for improving service quality and retaining customers.

This study focuses on analyzing the level of customer satisfaction towards Bharat Gas
services in Coimbatore city. The research is based on primary data collected through
structured questionnaires and secondary data obtained from journals, reports, and previous
studies. The study examines key factors influencing customer satisfaction such as booking convenience, delivery time, staff behavior, safety measures, pricing, and grievance handling.

Findings from earlier research indicate that customer satisfaction in LPG services largely
depends on service quality dimensions such as reliability, responsiveness, assurance, and empathy. The study also reveals that ease of booking and safety measures are generally rated highly by customers, while delivery delays and customer service responsiveness remain areas of concern.

In Coimbatore, issues such as delayed delivery, underweight cylinders, and lack of
transparency in service have been reported, affecting customer satisfaction levels.
Additionally, technological advancements like online booking and subsidy transfer schemes have improved customer convenience but still require better awareness and execution.