Assessing The Impact Of Service Quality On LPG Consumption Of Ujjwala (Pmuy) Customers In Uttar Pradesh, India

ABSTRACT The Pradhan Mantri Ujjwala Yojana (PMUY), launched in 2016, revolutionized access to clean cooking fuel for India’s marginalized communities. This study evaluates service quality parameters and LPG consumption trends among PMUY beneficiaries in Uttar Pradesh, leveraging the SERVQUAL framework—Tangibility, Reliability, Responsiveness, Assurance, and Empathy—measured through a 5-point Likert scale. Despite providing over 80 million LPG connections, PMUY struggles with sustained adoption due to economic hardship, inadequate awareness, and logistical barriers. Existing research underscores how caste, income, and education levels dictate LPG adoption rates, with Scheduled Tribe households experiencing the greatest challenges. Service quality perceptions diverge across demographic groups. Scheduled Caste recipients express higher satisfaction with Tangibility, while Scheduled Tribe households report systemic dissatisfaction. Family size influences perception, with larger households rating service reliability more favorably. Government employees report higher satisfaction, whereas laborers highlight issues of affordability and inconsistent supply. Housing type further shapes service experience, with pucca house residents reporting better service delivery than those in semi-pucca or kuchha dwellings. Statistical analysis using ANOVA tests reveals significant disparities in Tangibility across caste, occupation, and family size, while other service dimensions exhibit widespread dissatisfaction. Annual LPG consumption remains relatively uniform across castes but is notably higher among government employees and larger households, reflecting greater financial security and accessibility. To amplify PMUY’s impact, this study recommends strengthening distribution networks, enhancing supply chain efficiency, expanding digital tracking mechanisms, and reinforcing grievance redressal systems. Targeted subsidies for economically vulnerable groups can encourage consistent LPG usage, while technology-driven interventions can enhance transparency and service reliability. By bridging service gaps, fortifying consumer trust, and ensuring uninterrupted delivery, PMUY can advance India’s clean energy transition, fostering long-term energy security for disadvantaged populations.