Documente Academic
Documente Profesional
Documente Cultură
A RESEARCH REPORT
ON
A STUDY OF CUSTOMER SATISFACTION WITH
REFRENCE TO IDEA CELLUR SERVICES IN,
LUCKNOW
Submitted to:
Submitted By:
MD.Murtuza
IIMT COLLEGE
GR.NOIDA
of the requirement
BUSINESS
ADMINISTRATION
Greater Noida Institute of Engineering & Technology
Submitted by:
Dr.Sangita Rani
(ASST.PROF.)
MD.Murtuza
MBA 4TH SEM
Roll No: 1313270047
TABLE OF CONTENT
INTRODUCTION
CUSTOMER SATISFACTION
REVIEW OF LITERATURE
NEED FOR THE STUDY
OBJECTIVES OF THE STUDY
SCOPE OF THE STUDY
RESEARCH METHODOLOGY
DATA ANALYSIS
FINDINGS
SUGGESTIONS AND RECOMMENDATIONS
CONCLUSION
QUESTIONNAIRE
BIBLIOGRAPHY
INTRODUCTION
Customer satisfaction, a business term, is a measure of how products and
services supplied by a company meet or surpass customer expectation. It is seen as a key
performance indicator within business and is part of the four perspectives of a Balanced
Scorecard. In a competitive marketplace where businesses compete for customers,
customer satisfaction is seen as a key differentiator and increasingly has become a key
element of business strategy
Definition:
Customer satisfaction
The degree to which there is match between the customer's expectations of
the product and the actual performance of the product.
The broad definition of services implies that intangibility is a key determinant of
whether an offering is a service. While this is true, it is also true that very few products
are purely intangible or totally tangible. Instead, services tend to be more intangible than
manufactured products, and manufactured products tend to be more tangible than
services. For example, the fast-food industry while classified as a service, also has many
tangible components such as the food" the packaging, and so on. Automobiles, while
classified within the manufacturing sector, also supply many intangibles, such as
transportation. Throughout this text, when we refer to services we will be assuming the
broad definition of services and acknowledging that there are very few "pure services,, or
"pure goods." The issues and approaches we discuss are directed toward those offerings
that lie on the right side, the intangible side, of the spectrum. As suggested earlier,
intangibles arc not produced only in the service sector of the economy. Manufacturers
such as Boeing Airplane Company and Ford Motor Company also produce products on
the right end of the spectrum, both for sale to external consumers and to support internal
production processes. For example, Boeing has provided consulting services and demand
forecasting services for its airline customers. And within Boeing large departments (such
as data processing and legal services) provide
6
10
CUSTOMER SATISFACTION
What is Customer Satisfaction?
Everyone knows what satisfaction is, until asked to give a definition' Then, it seems
nobody knows. This quote from Richard L. Oliver, respected expert and longtime writer
and researcher on the topic of customer satisfaction, expresses the challenge of defining
this most basic of customer concepts. Building from previous definitions' Oliver offers his
own formal definition:
Satisfaction is the consumer's fulfillment response. It is a judgment that a product or
service feature, or the product or service itself, provides a pleasurable level of
consumption-related fulfillment.
In less technical terms, we translate this definition to mean that satisfactorily is the
customers' evaluation of a product or service in terms of whether that product or service
has met their needs and expectations. Failure to meet needs and expectations is assumed
to result in dissatisfaction with the product or service In addition to a sense of
fulfillment in the knowledge that one's needs have been met, satisfaction can also be
related to other types of feelings, depending on the particular context or type of service.
For example, satisfaction can be viewed as contentment-more. of a passive response that
consumers may associate with services they don't think a lot about or services that they
receive routinely over time' Satisfaction may also be associated with feelings of pleasure
for services that make the consumer feel good or are associated with a sense of happiness.
For those services that really surprise the consumer in a positive way, satisfaction may
mean delight. And in some situations, where the removal of a negative leads to
satisfaction, the consumer may associate a sense of relief with satisfaction.
11
12
Consumer Emotions
Customers' emotions can also affect their perceptions of satisfaction -with products and
services. These emotions can be stable, preexisting emotions-for example, mood state or
life satisfaction. Think of times when you are a very happy stage in your life (such as
when you are on vacation), and your good, happy mood and positive frame of mind have
influenced how you feel about the services you experience. Alternatively, when you are in
a bad mood your negative feelings may carry over into how you respond to services,
causing you to overreact or respond negatively to any little problem.
Specific emotions may also be induced by the consumption experience itself, influencing
a consumer's satisfaction with the service. Research done in a river-rafting context
showed that the river guides had a strong effect on their customers' emotional responses
13
16
17
REVIEW OF LITERATURE
MARKETING:
Marketing is a social process by which individuals and groups obtain what they need and
want through creating, offering and freely exchanging product and services of value with
others.
MARKETING MANAGEMENT:
Marketing m management is the process of planning and executing the conception,
pricing, promotion of ideas, goods and services to create exchanges that satisfy
individuals and organization goals.
MARKETING MIX:
Marketing mix is the set of controllable tactical marketing tools that the firm blends to
produce the response it wants in the target market. Four factor classifications of these
tools are called the four Ps: product, price, place and promotion.
18
PRODUCT:
Product is the firms tangible offer to the market, which includes the product quality,
design, branding and packaging.
PRICE:
Price is the amount of money the customers have to pay to obtain the product
PLACE:
Place makes the product of the company available to target customers.
PROMOTION:
Promotion includes all the activities of the company undertake to communicate and
promote its product to the target market. It consists of advertising, sales promotion, public
relation etc.
BRAND:
Brand is the name, term, sign, symbol of design or a communication of there intended to
identify the goods and services of one seller or group of seller and to differentiate them
from those of competitors.
BRAND IMAGE:
It is nothing but the set of benefits to` consumers hold about a particular brand.
19
ADVERTISING:
Any paid from of non-personal presentation and promotion of ideas, goods or services by
an identified sponsor.
MARKET DEMAND:
Market demand for a product is the total volume that would be bought by a defined
customer group in a defined geographical area in a defined time period marketing
environment under a defined marketing program.
MARKET POTENTIAL:
The market forecast shows expected demand, not maximum market demand. For the
latter, we have to visualize the level of market demand resulting from a very high level of
industry marketing expenditure, where further increases in marketing effort would be
little effect in stimulating further demand. Market potential is the limit approached by
market demand as industry marketing expenditures approach infinity for a given
marketing environment.
COMPANY DEMAND:
It is the companys estimated share of market demand at alternative levels of company
marketing effort in a time period. The companys share of market demand depends on
how its products, services, prices, communications, and so on are perceived relative to the
competitor
20
21
22
STUDY
ON
CUSTOMER
SATISFACTION
TOWARDS
IDEA
23
24
25
RESEARCH METHODOLOGY
MEANING OF RESEARCH:
According to D. Stephenson in the Encyclopedia of social sciences defines research as
the manipulation of thing, concepts are symbols for the purpose of generalizing to extend,
correct or verify knowledge, whether that knowledge aids in construction of theory or in
practice of an art.
RESEARCH DESIGN:
Research Methodology include seven stages that to be followed sequentially. Those are
listed below.
1. First the problem has to be defined and determined. Knowing the need of
the study can do this.
2. The information that is required for solving the problem has to be
specifically defined.
3. In this stage source from which the information can be obtained is
identified
4. The next step is to obtain information through data collection techniques.
5. The obtained information is processed to get the required output
6. The findings from the processed information are then interpreted.
26
The research design is the basic framework that provides guidelines for the rest of the
research process. The research design specifies the method of data collection and
analysis.
Research was undertaken in SRI KALAHASTHI during JUNE 2010 to AUGUST 2010.
27
2) DATA SOURCES:
Data sources are the sources from which we get the information.
Data collected through company approved questionnaires have been used as the primary
source of data and also usage of secondary data wherever applicable.
PRIMARY DATA
To understand the customer of newspaper in terms of brand choice and brand perceptions,
primary data is necessary. By using primary data, collection method, consumers were
collected. (COLLECT or Gather consumer responses).
This was done with the help of fully prepared structured questionnaires with a prescribed
sequence of open ended, and closed ended questions, multiple choices, discriminate,
rating and ranking to capture the appropriate responses from the respondents.
SECONDARY DATA
This was collected through oral communication. Secondary data about the company
profile and other details were collected from the company brochures through personal
discussions with the company managers .Data pertaining to newspaper industry has been
obtained through the book The Mass Media and You by Desmond A.D. Abcro.
28
SAMPLING PROCEDURE
A sample of 120 respondents belonging to different areas in SRI KALAHASTHI was
drawn. The sample was divided into different groups in such a way that it will represent
different categories of the people.
SAMPLING TECHNIQUE
The location was chosen on a random basis. Even this sample was chosen by simple
random sampling. A sampling technique in which every element of the population of
interest has an equal probability of being included in this sample.
POPULATION:
All the Customers of IDEA have been deemed as the population of the study.
SAMPLE SIZE
The sample size is 120, and the respondents.
PERIOD OF STUDY
The period of study is 2 months duration.
29
QUESTIONNAIRE DESIGN
The questionnaire is of structured type, which consists of closed ended, open ended,
Multiple Choice, and grade type of questions to suit the study.
30
was
31
32
INDUSTRY PROFILE
India is the fourth largest telecom market in Asia after China, Japan and South Korea. The
Indian telecom network is the eighth largest in the world and the second largest among
emerging economies. At current levels, telecom intensiveness of Indian economy
measured as the ratio of telecom revenues to GDP is 2.1 percent as compared with over
2.8 percent in developed economies. Indian telecom sector has undergone a major process
of transformation through significant policy reforms. The reforms began in 1980s with
telecom equipment manufacturing being opened for private sector and were later
followed by National Telecom Policy (NTP) in 1994 and NTP'1999.
Historically, the telecom network in India was owned and managed by the Government
considering it to be a natural monopoly and strategic service, best under state's control.
However, in 1990's, examples of telecom revolution in many other countries, which
resulted in better quality of service and lower tariffs, led Indian policy makers to initiate a
change process finally resulting in opening up of telecom services sector for the private
sector.
India's telecom sector has shown massive upsurge in the recent years in all respects of
industrial growth. From the status of state monopoly with very limited growth, it has
grown in to the level of an industry. Telephone, whether fixed landline or mobile, is an
essential necessity for the people of India. This changing phase was possible with the
economic development that followed the process of structuring the economy in the
capitalistic pattern. Removal of restrictions on foreign capital investment and industrial
de-licensing resulted in fast growth of this sector. At present the country's telecom
33
Fixed-line Telephony
Mobile Telephony
34
Internet:
Investment
The Indian telecom sector can be broadly classified into Fixed Line Telephony and
mobile telephony. The major players of the telecom sector are experiencing a fierce
competition in both the segments. The major players like BSNL, MTNL, VSNL in the
fixed line and IDEA CELLULAR SERVICES, Hutch, Idea, Tata, Reliance in the mobile
segment are coming up with new tariffs and discount schemes to gain the competitive
advantage. The Public Players and the Private Players share the fixed line and the mobile
segments. Currently the Public Players have more than 60% of the market share.
36
Service Provider
No of CDMA Subscribers
Reliance
2.75 crores
1.03 crores
Tata
1.07 crores
IDEA CELLULAR
8.88 crores
SERVICES
MTNL
40.03 lakhs
BSNL
4.27 crores
Vodafone
6.33 crores
Idea
4 crores
Spice
25.56 lakhs
BPL
20.07 lakhs
Aircel
1.03 crore
IDEA CELLULAR SERVICES has the largest customer base with 31% market share,
followed by Hutch and BSNL with each holding 22% market share.
The 2009 budget has brought further relief to the customers with the reduction in the
tariffs, both local and long distance, and with slashing down the roaming rentals. This
is likely to lead to even more people going for cellular services and more and more use of
the value added services. However, landline telephony is likely to remain popular, too, in
the foreseeable future. MTNL, the largest landline service provider, has recently taken
some bold initiatives to retain its market share and, if possible, expand it.
Telecommunication Services
Telecommunication services include Basic service, Cellular service, and Internet Service
Provider (ISP) and Very Small Aperture Terminal (VSAT) services. Government of India
(GOI) plans to introduce a unified license for all telecommunication services in India, and
has already allowed full mobility to wireless in local loop (WLL) operators as a first step.
38
39
Growth Drivers
The Government has allowed unlimited competition in the basic sector. Considering the
inherent advantage of scale that the incumbent state operators have, the private companies
are setting their networks very selectively and targeting corporate clients with value
added services. The government has introduced unified license for fixed and mobile
40
41
Growth Drivers
Opening up of international and domestic long distance telephony services are growth
drivers in the industry. Cellular operators now get substantial revenue from these services,
and compensate them for reduction in tariffs on airtime, which along with rental was the
main source of revenue. The reduction in tariffs for airtime, national long distance,
international long distance, and handset prices has driven demand.
Telecommunication Equipment
The domestic industry is worth Rs 303,000 million and has made little progress in
comparison to the development of Telecom services in the country. The industry
is faced with two major challenges: India is being steadily opened up to the
global market, as trade restrictions are done away with, resulting in crashing
ofimport duties across the board and easy movement of goods from overseas. It
is forecasted that by 2005, imported telecom equipment will account for 75% of
the Expenditure on telecom equipment in India. Secondly, to cut down on
operations costs, US, European and East Asian multinationals are outsourcing
manufacturing to cheaper destinations in Taiwan and China. (Refer to Appendix
5 for more details on this segment).
Growth Drivers
" Growth in the telecom equipment market is expected to be driven by an
increasing demand for telecom services.
" Key players like BSNL, Bharti, Reliance, BATATA, BPL and Hutchison will
drive equipment market growth. Transmission equipment, cable and terminal equipment
are expected to drive the market in the years to come. Also switching systems will remain
a big market, with a size of around Rs 50 billion (CERC).
43
CELLULAR TECHNOLOGY
In a cellular system the geographical area is dived into adjacent. Not overlapping,
hexagonal shaped cells. Each cell has its own transmitter and receiver (called base
stations) to communicate with the mobile units in that cell; a mobile switching station
coordinates the handoff of mobile units crossing cell boundaries. Cellular system are
based on the concept of frequency reuse: the same frequency is used by several sites
which are fare enough from one another, resulting in a tremendous gain in system
capacity. The counterpart is the increased complexity both for the network and the mobile
stations, which must be able to select a station among several possibilities and the
infrastructure cost because of the number of different sites. The system hands over calls
from transmitter to transmitter as customers move around in their vehicles. This new
techniques would allow more customers access to the system simultaneously and when
more capacity which is popularly known as CELL SPLITTING. One of the most
important concepts for any cellular telephone system is that of multiple accesses meaning
that multiple simultaneous users can be supported through frequency reuse. In other
words a large number of users share a common pool of radio channels and any user can
again access to any channel (each user is not always assigned to the same channel). A
channel can be thought as merely a portion of the limited radio spectrum which is
temporarily allocated for a specific purpose, such as someones phone cell.
44
STN
A schematic overview of the GSM System is shown in the figure given below. The
system is composed of three main elements; the switching sub-system, the base station
sub-system and the mobile. The switching part makes the connection between the two
users, the base station part controls the communication across the radio interface, and the
mobile acts as the transmitter
Mobile station
The best known part of the cellular network is certainly the mobile stations. Different
types of mobile stations are distinguished by power and application. A significant
architectural aspect of the MS relates to the concept of subscriber identity Module (SIM).
The SIM card contains a unique international Mobile subscriber identity (ISMI) used to
identify the subscriber to the system. The SIM is basically a smart card containing the
entire subscriber related information on the users side of the radio interface.
A potential user may off course buy mobile equipment. But he may also lease borrow the
equipment or purchase it through other channels fixed mobile stations are permanently
45
46
The BTS houses the radio transceivers that define a cell and handles the radio link
protocols with the mobile station. BTS are placed in the field to transfer a cell to
customers handsets and there are between one and sixteen transceiver each of which
represents a separate RF channel.
A BTS may cover an area of 30-40 sq Kms. However in a congested, urban location the
BTS coverage is much smaller. BTS can be considered as complex radio modems and
have littler other function. A list of hardware located at a cell site includes power sources,
interface equipment, radio frequency transmitters and receivers and antenna systems.
Base Station Controller BSC:
Base station controller is in contact with the switches of NSS. It monitors and controls
several base stations, the number of which depends of the manufacturer and can be
between several tens and several hundred of stations. A typical BSC can manage from one
BTS to the entire BTS in service area, depending on their traffic capacity. The chief tasks
of the BSC are frequency administration the control of a BTS and exchange functions. It
handles radio channels setup, frequency hopping and handovers. The BSC is the
connection between the mobile station and the mobile service switching center and is
47
49
The VLR has to support the [G] MSC during a call establishment and an authentication
procedure as it furnished data specific to the subscriber. Locating subscriber data in the
VLR as well as in the HLR, reduces the data traffic to the HLR because it is not necessary
to ask for these data every time they are needed. Another reason for strong the identical
data at low different locations (in the HLR & VLR ) is the each serves a different purpose.
The HLR has to prove the GMSC with the necessary subscriber data when a call is
coming from the public network. The VLR on the other hand serves the opposite
function. Providing the host (G) MSC with the necessary subscriber data when a call is
coming from mobile station.
50
Authentication center
The Authentication center (AC) is related to the HLR. It provides the HLR with different
set of parameters to complete the authentication of a mobile station. The AC knows
exactly which algorithms it has to use for a specific subscriber in order to calculate input
values and issues to required results. Since all the algorithms for the authentication
procedures are stored within AC, they are protected against abuse. The SIM card issued in
area assigned to AC contains the same algorithms for authentication as the AC does. If the
AC provides input and output parameters for these algorithms to either the HLR or the
VLR, either location Register can verify (authenticate) the mobile station.
51
52
COMPANY PROFILE
The established service areas are Delhi, Andhra Pradesh, Gujarat, Maharashtra, Haryana,
Kerala, Madhya Pradesh and Uttar Pradesh (West).
Licenses for the Maharashtra and Gujarat Service Areas were awarded in December 1995,
with network rollout and commercial launch achieved in 1997. In January 2001 the
mobile operations in Andhra Pradesh Service Area were integrated with IDEA through a
merger with Tata Cellular Limited.
In June 2001, the mobile operations in Madhya Pradesh Service Area were fully
integrated with IDEA through an acquisition of RPG Cellcom Limited. In October 2001,
the license for Delhi Service Area was acquired during the fourth mobile license auction,
with network rollout and commercial launch in November 2002.
In January 2004, Escotel Mobile Communications Private Limited ("Escotel"), was
acquired with its original licenses in the Service Areas of Haryana, Uttar Pradesh (West)
and Kerala. All these Service Areas were re-branded and integrated with IDEA in June
2004.
Call
forwarding
Call conferencing
Call waiting
and
Call holding
facility
VOICE MAIL
Cell One Voice Mail Service ensures that the customers never miss their calls even when
their phone is busy, switched off, out of coverage, or the customer is simply too busy to
take the call. In such cases, Cell One VMS greets the caller and records a message from
the caller, which the customer can retrieve later at his convenience from anywhere in the
world. This is available to all post-paid customers.
54
SMS
Mobile to Mobile Messaging is a revolutionary new means of communication that allows
Cell One mobile subscribers to send a short text message instantaneously to any other
mobile subscriber. We can type down the message and send it to any mobile. The message
can be of 160-character length including spaces, punctuation and special characters. The
system sends the confirmation about the delivery of the message to the sender as soon as
the message is delivered .If the called number is busy or out of coverage area, the system
periodically monitors the status of the called number and sends the message as soon as it
becomes active. IDEA provides national and International SMS facility to its post and
pre-paid customers at very cheap price.
55
CALL FORWARDING
In case we are in a meeting or our Cell phone is switched off, using the Call Forwarding
feature, we can forward our calls on a fixed line or a cell phone where someone can see
messages on your behalf. You can also forward an incoming call while speaking to
someone.
CALL CONFERENCE
There are times when we have wished that we could speak to a group of people
simultaneously. May be wanted to gossip with friends, or hold discussions with clients.
Now we can have the privilege of a teleconference with up to 6 people, at the punch of a
few buttons
CALL WAITING
This feature enables us to speak to two callers, one at a time, without hanging up on either
one of them. When this network service is activated, the network notifies we of a new
incoming call while we have a call in progress. If another person tries calling us midway
through a conversation, he/she will hear a message informing him/her that your line is
busy, while you will hear beeps at intervals. We can accept the second call while putting
the first call on hold.
56
FAX Message
2.
3.
FAX-Message
This feature will enable the subscriber to sent/receive fax message. The fax can be
sent/received to/by the subscriber either through IDEA UMN account or using fax
machine.
This feature will enable the subscriber to send/receive E-mail. The subscriber has to get
IDEA UMN account for this feature.
57
PRODUCT PROFILE
Product Name
Year
Month
Sales
Quantity
Telecom Service Revenue
2010
03
0.00
118502.21
Handsets/DataCards - Traded
2010
03
0.00
0.22
2009
03
0.00
98383.47
Handsets/DataCards
2009
03
92703.00
187.33
100.00
0.00
99.81
58
ANALYSIS
This chapter the percentage based analysis of the questionnaire that has been presented
been presented before 120 respondents in order to know the customer satisfaction towards
IDEA Cellular services providers. Here the data collected through the questionnaire has
been tabulated with table interpretations and inferences drawn from the tabulated data.
This chapter forms the base for the whole study through its findings and suggestions. This
particular chapter can be states as the pivotal chapter of the whole study.
RESULTS
Interpretation of results is the so what? of research. Research is wasted and useless it
influences action. So as to make effective utilization of the research, the researcher has
tried to provide suggestions so as to improve the overall satisfaction level of customers.
The names of the books, journals, records etc.., have been given in bibliography section at
the end of the report.
59
DATA ANALYSIS
AGE
AGE
15-20
20-35
35-50
Above50
Total
NO OF RESPODENTS
21
50
42
7
120
PERCENTAGE
9.16
41.6
35.00
5.30
100
TABLE-1
INFERENCE: Most of the cell phone users age between20-35years have taken with
in 41.60% we have observe the above table for 50 years persons having 5.4%.
60
NO.OF RESPONDENTS
18
35
55
12
120
PERCENTAGE
15.00
29.17
45.84
10.00
100
INFERENCE: Most of the business people are using the idea services 45.84% and
29.12% Employees, 15%of students and 10% of others are using idea services.
61
TABLE-3
NO.OF
CUSTOMERS
Below one year
1-2years
2-5years
Above 5years
Total
PERCENTAGE
RESPONDENTS
30
52
34
21
120
10.83
43.33
28.33
17.51
100
INFERENCE: Most of the cell phone users have taken idea service 1-2 yrs is 47.5%,
2-5 yrs customers are 45%, above 5 yrs are 17.5% and fresh customers are 9.17%
NO. OF
SERVICES
Pre paid
Post paid
Total
PERCENTAGE
RESPONDENTS
97
23
120
80.83
19.17
100
INFERFERENCE: Most of the respondents are using Pre Paid service 80.83% and
Post paid service respondents are 19.17%.
NO. OF RESPONDENTS
30
53
36
1
120
PERCENTGE
25.00
44.17
30.00
0.83
100
INFERENCE: Majority of the respondents 44.17% are satisfied with the idea network
and 0.83% respondents are dis satisfied.
64
Customer
Highly satisfied
Satisfied
Neutral
Totol
NO.OF RESPONDENTS
20
53
47
120
PERCENTAGE
16.67
44.16
39.17
100
INFERENCE: Majority of the respondents are satisfy with sales after services
44.17%,highly satisfied respondents are 16.16% and no respondents are dissatisfied.
65
CUSTOMERS
Highly satisfied
Satisfied
Neutral
Dis satisfied
Total
NO.OF RESPONDENTS
23
47
46
4
120
PERCENTAGE
19.17
39.16
38.33
3.40
100
INFERENCE: Majority of the respondents 39.17% are satisfied with the idea
services,38.14% respondents are neutral,19.16% respondents are highly satisfied
and3.33% respondents are dissatisfied with the idea services.
66
PERCENTAGE
RESPONDENTS
13
58
47
2
120
10.83
48.33
39.17
1.60
100
idea call
rates,10.83% are highly satisfied and 1.67% respondents are dis satisfied.
67
NO. OF RESPONDENTS
PERCENTAGE
10
34
56
20
120
8.34
28.33
46.67
16.66
100
INFERENCE:Majority of the respondents 46.67% are neutral with the caller tune
provided by idea cellular service and 16.67% respondents are dis satisfied.
68
NO. OF RESPONDENTS
PERCENTAGE
61
41
18
0
120
50.83
34.17
15.00
0
100
INFERENCE:Half of the respondents 50.83% are highly satisfied with idea school
advertisement and no respondents are dis satisfied with the idea school advetisment.
NO.OF RESPONDENTS
27
38
49
PERCENTAGE
22.5
31.67
40.83
69
6
120
5.00
100
INFERENCE: Majority of the respondents 40.83% arte self recommended and 22.5%
friends,31.67% dealers and others are5%.
NO.OF RESPONDENTS
85
35
120
PERCENTGE
70.83
29.17
100
70
PERCENTAGE
IDEA
AIR TEL
VODAFONE
TATA DOCOMO
RESPONDENTS
24
51
38
7
20.00
42.50
31.60
5.83
TOTAL
120
100
71
72
NO.OF RESPONDENTS
PERCENTAGE
1st
2nd
3rd
Cant say
Total
16
24
13.33
20.00
25.00
41.67
100
30
50
120
73
NO.OF RESPONDENTS
PERCENTAGE
Yes
98
81.67
No
Total
22
120
18.33
100
74
NO.OF RESPONDENTS
PERCENTAGE
Highly satisfied
21
17.5
Satisfied
Neutral
Dis satisfied
51
43
5
42.5
35.83
4.17
Total
120
100
INFERENCE: Majority of the respondents 35.83% are satisfied with customer care
support provided by idea services, 4.17% of dis satisfied by customer care support
provided by idea services.
75
PERCENTAGE
Highly satisfied
satisfied
Nuetral
RESPONDENTS
19
43
47
15.83
35.83
39.17
dissatisfied
11
9.17
Total
120
100
76
TABLE-18
CUSTOMERS
NO.OF RESPONDENTS
PERCENTAGE
Yes
39
32.5
No
Total
81
120
67.5
100
INFERENCE: Majority of the respondents 67.5% are satisfied with the night balance
timings and 32.5% are dissatisfied with night balance timings of idea net work compared
with other services.
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FINDINGS
Based on age, most of the cell phone users age between20-35years have taken
with in 41.0%
Half of the users of idea services have been in usage for 1 years .
Coverage, tariff of idea is the main reason to divert many users from other
services followed by coverage area.
Half of users of cell phone are engaged with voice communication of instead
SMS, GPRS, MMS, and internet.
Coverage is the main reason for using in rural areas IDEA cell services .
Most of the customers mainly 87.5% want to YOUR SELF go for IDEA
services.
Majority of the respondents are not satisfied with night timings offers
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CONCLUSION
At last I conclude that the project report undertaken by me is satisfactory and the work
has got very good response from the respondents. The coverage and tariff provided by the
company are very much beneficial to respondents. In the process, majority of the
respondents are very positive towards the IDEA CELLULAR SERVICES. According to
my research, all the respondents are provided with better service by the company.
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Male
Female
3.Age?
(A) 15-20
B) 20-35
C) 35-50
D) Above 50
B) Employees
C) Business People
D) Others
5. From How Many Years Are You Customer For Idea Services?
A)Below 1 Year
C) 2-5 Years
B)1-2 Years
D) Above 5 Years
B) Prepaid
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8. Are You Satisfied With The Sales After Services Provided By Idea ? [
A) Highly Satisfied
B) Satisfied
C) Neutral
D) Dissatisfied
A) Highly Satisfied
B) Satisfied
C) Neutral
D) Dissatisfied
B) Satisfied
D) Dissatisfied
B) Satisfied
C) Neutral
D) Dissatisfied
B) Satisfied
C) Neutral
D) Dissatisfied
B)Satisfied
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D)Dissatisfied
B)Dealers
C)Yourself
D)Others
B)No
B) MTS
C) Vodafone
E) Reliance
E) Tata Docomo
F) Tata Indicom
B)2
C)3
D)cant say
17.Are you satisfied with customer care support provded by idea services ?
[
A)Highly Satisfied
C)Neutral
B)Satisfied
D)Dissatisfied
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B)Satisfied
C)Neutral
D)Dissatisfied
B)No
20.Are you satisfy the night balance timings for idea services compare
With other compotators?
A)Yes
B)No
Place:
Date :
Signature
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BIBLIOGRAPHY
1. PHILIP KOTLER MARKETING MANAGEMENT the millennium edition, New
Delhi, Prentice-Hall India, Tenth Edition.
2. C.R KOTHARI QUANTITATIVE TECHNIQUES New Delhi, Vikas publishing
House Pvt.Ltd., 1978, Third Edition.
3. C.R KOTHARI RESEARCH METHODOLOGY New Delhi Wishwa prakashan,
2000, Second Edition.
4. S.P GUPTHA STATISTICAL METHODS Sultan chand & Co., New Delhi.
Web sites:
www.google.com
www.ask.com
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