rate their experience as less than satisfying. For this reason, a luxury resort, for example, might receive a lower satisfaction rating than a budget motel—even though its facilities and service would be deemed superior in 'absolute' terms." The importance of customer satisfaction diminishes when a firm has increased bargaining power. For example, cell phone plan providers, such as AT&T and Verizon, participate in an industry that is an oligopoly, where only a few suppliers of a certain product or
CONTENTS Title Page number CHAPTER-I Petroleum Industry Profile • Type of industry and its characteristics • Scope of industry in India • Market size and growth • Major players and market shares • Government initiatives and reforms • Demand analysis • Investments • Recent developments • Regulatory bodies • SWOT analysis • Facts and figures CHAPTER-II Oil and Natural gas Corporation Limited • Historical