• Divya Prashant Mahajan

The study was conducted of study of customer satisfaction and customer relationship management SHELL PLC, As the study was conducted in Pune the results are as: • After analyzing the survey findings from the customer satisfaction and customer relationship management of Shell PLC the research report concludes that all 70 respondents filled petrol from Shell • Maximum of the respondents rarely fill petrol from shell • There are 7.1% of people fill their petrol daily • According to the survey customer service of the shell is Good • 41 people rated pricing as good, 26 as average, and 2 as poor • Out of 70, 46 customers find Shell’s quality good • Maximum respondents rated Shell’s car washing average • 37 out of 70 find the Shell GO+ Application average was unliked by most people • The majority of people find Shell’s oil and gas slightly higher than other suppliers • 22 respondents are very satisfied with customer relationship management by Shell, 25 are somewhat satisfied and 18 gave a neutral reaction to it, only 5 respondents were dissatisfied • This shows that the majority of the respondents are satisfied with the customer relationship managed by Shell PLC. • 43 out of 70 faced problems with petrol pumps and the majority of people faced the problem of high pricing • As per the survey, Shell PLC can improve their pricing strategy to increase their customer reach • The convenience of Shell has been rated good but some people think it is very poor • The majority of respondents are likely to recommend Shell PLC to others • It is observed that people like their customer service and the relationship maintained by them but they want them to lower their prices • They can improve in there minimum 100 rupees petrol as customers suggested them to make it at least 50 rupees • Customer satisfaction should be the main aim of Shell PLC because 1 happy customer= 10 potential customers

customer satisfaction, Customer relationship management, SHELL PLC

"“Comprehensive study of customer satisfaction and customer relationship management SHELL PLC” ", International Journal of Emerging Technologies and Innovative Research (www.jetir.org), ISSN:2349-5162, Vol.11, Issue 7, page no.i253-i294, July-2024, Available :http://www.jetir.org/papers/JETIR2407826.pdf

"“Comprehensive study of customer satisfaction and customer relationship management SHELL PLC” ", International Journal of Emerging Technologies and Innovative Research (www.jetir.org | UGC and issn Approved), ISSN:2349-5162, Vol.11, Issue 7, page no. ppi253-i294, July-2024, Available at : http://www.jetir.org/papers/JETIR2407826.pdf