2008

A VODAFONE ESSAR COMPANY

Aditya
M.B.A.
7/3/2008
 Project Report

On
“Comparative analysis between customer
expectations and customer experiences from
post paid connection in small and medium
scale enterprises in pimpri and chinch wad
area in pune”

Conducted for
VODAFON
E
(Essar Group limited)

SUBMITTED TO

VODAFONE

IN PARTIAL FULFILLMENT OF

POST GRADUATION PROGRAM

(2007-2009)
BY

ADITYA JAIN

INDIRA SCHOOL OF CAREER STUDIES

PUNE-411033
TABLE OF CONTAIN
 1. Acknowledgement

2. Executive Summary

3. Industry Profile

4. Company Profile

5. Product Profile

6. Research Methodology

7. Data Analysis

8. Observations & Findings

9. Limitation

10. Conclusion

11. Recommendation

12. References

13. Annexure

14. Bibliography

ACKNOWLEGMENT
 At the very beginning I would like to
express my gratitude and sincere thanks to
provide me an opportunity to undertake a unique
project under able guidance of Dilip sir and
taking time of his busy schedule for giving tips
on working process.

This esteemed organization provided me with an

opportunity
to observe first hand information of management. I
am indebted to all executive and employees of
Vodafone.

My thanks to pro.Rajiv taneja my internal

guide who helped me for all works connected
with this summer training and providing valuable
tips to make this project better one.

I would be thankful to Pro.chetan wakalkar

director to go through experience of corporate
world by mean of summer training.
 Executive summary

Introduction:-
 I have done the project on
“Comparative analysis between customers
expectation and customer experiences from post
paid connection in small and medium scale
enterprises in pimpri and chinch wad area in pune”
from the company telecom company Vodafone . The
main objective of working in this project is

Primary objective:-

To analyze the benefits given to the employees from

small and medium scale industries.

To analyze the current situation of the respective

industries.

To set up brand image of Vodafone.

Secondary objective:-

To analyze the employees expectation and

employees experiences from post paid connection in
small and medium scale industries.

To find out awareness of customer about post paid

connection.

To analysis the market potential of post paid

connection in pimpari chinch wad area.
For developing the research the data was collected
through

1. Primary data
2. Secondary data

Primary data: - It is the first hand data which is

collected from the field it is known as raw data.
The primary data I have collected by the survey
which I had done at the beginning of my project and
at the last 7 days by filling the questionnaire with the
customer.

Secondary data: - As the name specified is second

hand data which has been earlier published in the
magazines, news paper and web sites these called
primary data.

I have found the secondary data through internet.

Research Instrument:- The research instrument

which I have chosen is questionnaire (face to face)
method.

Sampling Plan:-
Sampling size: 100 small and medium industries
Sample universe: All small and medium scale
industries in pimpri chinch wad area in pune.

Sample frame: I took 50 customers of small

industries and 50 customers of medium industries as
sample frame.

Observations Findings:-

During period of selling I found most of the

employees were not willing to buy post paid
connections.

Most of the companies were not using C.U.G. (calling

under group) but even if they didn’t want to avail
new services.

They were not aware about benefits of post paid

connection.

It is also observed that most of the companies are

not satisfied with there existing plans but even that
they don’t want to buy new connection.

It was also observed that awareness level of

Vodafone is lesser among the customer as compare
to Idea and Airtel.

Internal Management of the company was not good.

To analyze different selling techniques which the sellers can use in

order to improve market penetration
Conclusion:-

Company is doing lot of promotion to set up the

brand image of Vodafone.

Customers are fussier about the plans.

Vodafone mostly target the businessman or the

group connection as compare to individual
connection.

Company is not having higher degree of awareness

in small and medium scale enterprises.

Limitation:-

There was some limitation during my project,

My survey was limited to pimpri and chinch wad area

only.

While filling the questionnaire most of the S.M.E.

didn’t entertain us for filling the questionnaire.

I found lack of time to completing the survey.

Respondents gave very biased answer & not have
enough time to spare with researcher.

Respondent were also not willing to give answer of

some questions.

Companies happen to be little hesitant in disclosing

their detail about employees, connections and call
rates.
Recommendation:-

From the study I have conducted and knowledge I

have acquired from it, I recommended following
improvements.

Company should improve there internal management

that will give them more loyal customer.

Company should focus more attention on small and

medium scale industries because there is more
potential in that area.

Company should bring some more promotional

schemes to gain new customers.

Management trainee must give at least 7 days

training so that they can aware about company.
Industry profile
Overview
Global telecom services revenue in 1995 stood at US
$601.9 billion, a figure which represented 2.1% of
global GDP. Revenue from mobile services was
estimated at about $82 billion in 1995, accounting
for nearly 14% of total revenue. Revenue from
international service was estimated at nearly $63
billion in 1995; accounting for 10% of total revenue.

Telecom revenue grew by 7% in 1995; this is higher

than the annual average growth rate of 5.2%
recorded since 1980. Also, the world's number of
telephone main lines increased about 7% in 1995
following similar performance in 1994. Other
measures confirm even more dramatically that
telecommunications is a fast growing sector.
Outgoing international telecommunications traffic,
measured in minutes, grew by 13% in 1995 and over
the past five years has achieved average growth of
over 12% a year. In newer services such as mobile
cellular telephones, the number of subscribers grew
by about 60% in 1995, and average annual growth
since 1990 has been more than 50%. In telecom
equipment, a sector which responds to telecom
services growth, exports achieved a global value of
$58 billion in 1995, up 20% over the previous year.

TRAI(Telecommunications Regulatory
Authority of India)

The Telecommunications Regulatory Authority

of India (established 1997) is the independent
regulator established by the Government of India to
regulate the telecommunications business in India.
Notwithstanding anything contained in the Indian
Telegraph Act,1885,the functions of the Authority
shall be to-

(a) Make recommendations, either suo motu or

on a request from the licensor, on the following
matters, namely:

(i) Need and timing for introduction of new

service provider;

(ii) Terms and conditions of license to a

service provider;

(iii) Revocation of license for non-

compliance for terms and conditions of
license:

(iv) Measures to facilitate competition and

promote efficiency in the operation of
telecommunication services so as to
facilitate growth in such services.
 (v) Technological improvements in the
services provided by the service providers.

(vi) Type of equipment to be used by the

service providers after inspection of
equipment used in the network.

(vii) Measures for the development of

telecommunication technology and any
other matter relatable to telecommunication
industry in general;

(viii) Efficient management of available

spectrum;

(b) Discharge the following functions, namely:

(i) ensure compliance of terms and

conditions of license;

(ii) Notwithstanding anything contained in

the terms and conditions of the license
granted before the commencement of the
Telecom Regulatory Authority (Amendment)
Ordinance, 2000, fix the terms and
conditions of inter-connectivity between the
service providers;

(iii) Ensure technical compatibility and

effective inter-connection between different
service providers.

(iv) Regulate arrangement amongst service

providers of sharing their revenue derived
from providing telecommunication services;

(v) lay down the standards of quality of

service to be provided by the service
 providers and ensure the quality of service
and conduct the periodical survey of such
service provided by the service providers so
as to protect interest of the consumers of
telecommunication services;

(vi) Lay down and ensure the time period for

providing local and long distance circuits of
telecommunication between different
service providers;

(vii) Maintain register of interconnect

agreements and of all such other matters as
may be provided in the regulations;

(viii) keep register maintained under clause

(viii) open for inspection to any member of
public on payment of such fee and
compliance of such other requirement as
may be provided in the regulations;

(ix) Ensure effective compliance of universal

service obligations:

(c) Levy fees and other charges at such rates and in

respect of such services as may be determined by
regulations.

(d) perform such other functions including such

administrative and financial functions as may be
entrusted to it by the Central Government or as may
be necessary to carry out the provisions of this Act:
Provided that the recommendations of the Authority
specified in the clause (a) of this sub-section shall not
be binding upon the Central Government:
Provided further that the Central Government shall
seek the recommendations of the Authority in
respect of matters specified in sub-clauses and of
clause (a) of this sub-section in respect of new
license to be issued to a service provider and the
Authority shall forward its recommendations within a
period of sixty days from the date on which that
Government sought the recommendations:
Provided also that the Authority may request the
Central Government to furnish such information or
documents as may be necessary for the purpose of
making recommendations under sub-clauses (i) and
(ii) of clause (a) of this sub-section and that
Government shall supply such information within a
period of seven days from receipt of such request:
Provided also that the Central Government may issue
a license to a service provider if no recommendations
are received from the Authority within the period of
specified in the second provision or within such
period as may be mutually agreed upon between the
Central Government and the Authority.
Provided also that if the Central Government having
considered that recommendation of the Authority
comes to a prima facie conclusion that such
recommendation cannot be accepted or needs
modifications, it shall, refer the recommendations
back to the Authority for its reconsideration, and the
Authority may within fifteen days from the date of
receipt of such reference, forward to the Central
Government its recommendation after considering
the reference made by the Government. After receipt
of further recommendation, if any, the Central
Government shall take a final decision.

Major Players in Indian Telecom

Government Sector
 1. BSNL(Bharat Sanchar Nigam Limited)

Public Sector
1. Vodafone
2. Airtel
3. Idea
4. Reliance
5. Tata Indicom
6. Virgin
 Company Profile

History of Vodafone

Vodafone was formed in 1984 as a subsidiary of Racal Electronics

Plc. Then known as Racal Telecom Limited, approximately 20%
of the company's capital was offered to the public in October 1988.
It was fully demerged from Racal Electronics Plc and became an
independent company in September 1991, at which time it changed
its name to Vodafone Group Plc.
Overview

2007

Vodafone agrees to acquire Tele2 Italia SpA and Tele2

Telecommunication Services SLU from Tele2 AB Group.
(October)

Vodafone announces completion of the acquisition of Hutch Essar

from Hutchison Telecommunications International Limited. (May)

Safaricom, Vodafone’s partner in Kenya announces the launch of

M-PESA, an innovative new mobile payment solution that enables
customers to complete simple financial transactions by mobile
phone. (February)

Vodafone agrees to buy a controlling interest in Hutchison Essar

Limited, a leading operator in the fast growing Indian mobile
market, (February)

Vodafone announces agreements with both Microsoft and Yahoo!

to bring seamless Instant Messaging (IM) services to the mobile
which can be accessed from both the PC and mobile handsets.
(February)

Vodafone signs a series of ground-breaking agreements which will

lead to the mobilizing of the internet. YouTube agrees to offer
Vodafone customers specially rendered YouTube pages on their
mobile phones. With Google, Vodafone announces its intention to
develop a location-based version of Google Maps for. With eBay,
Vodafone announces it is to offer the new eBay mobile service to
customers, With MySpace.com Vodafone announces an exclusive
partnership to offer Vodafone customers a MySpace experience via
their mobile phones. (February).

Vodafone reaches 200 million customers (January)

2006
Sale of 25% stake in Switzerland's Swisscom (December)

Sale of 25% stake in Belgium's Proximus. (August)

The number of Vodafone live! customers with 3G reached 10

million in March 2006.

We acquired Telsim Mobil Telekomunikasyon Hizmetleri

(Turkey) in May 2006.

Launch of mobile TV capability and Vodafone Radio DJ, which

offers a personalised, interactive radio service streamed to 3G
phones and PCs.

3G broadband through HSDPA launched offering faster than 3G

speeds.

Japan business sold to SoftBank.

‘Make the most of now’ global marketing campaign launched.

Sir John Bond succeeds Lord MacLaurin as Chairman.

2005
We completed the acquisition of MobiFon S.A. (Romania) and
Oskar Mobile a.c. (Czech Republic) (May).

Launch of Vodafone Simply, a new easy-to-use service for

customers who want to use voice and text services with minimum
complexity (May).

Introduction of Vodafone Passport, a voice roaming price plan that

provides customers with greater price clarity when using mobile
voice services abroad (May).
2004
We launched our first 3G service in Europe with Vodafone Mobile
Connect 3G/GPRS data card.

We have 14 Partner Networks with new agreements in Cyprus,

Hong Kong and Luxembourg.
Vodafone live! with 3G launched in 13 markets (November).

2003
At the GSM Association Awards Ceremony in Cannes, France, we
won the mobile industry's most prestigious awards in two
categories, Best Consumer Wireless Application or Service and
Best Television or Broadcast Commercial for its global consumer
service, Vodafone live! Our premium handset for Vodafone live!,
the Sharp GX10, won the Best Wireless Handset Award for the
Sharp Corporation.

Vodafone live! attracts 1 million customers in its first six months.

Verizon Wireless and Vodafone co-operate on laptop e-mail,

internet and corporate applications access for the US and Europe.

Arun Sarin succeeds Sir Christopher Gent as Chief Executive.

2002
We trial our global mobile payment system in the UK, Italy and
Germany. The trial enables customers to purchase physical and
digital goods using their mobile phone.

We launch the first commercial European GPRS roaming service.

Customers are able to seamlessly access services such as corporate
e-mail, intranet and personalised information on their mobile
phones, laptops or PDAs over GPRS.

The Vodafone Group Foundation is launched, with plans to

contribute £20 million to community programmes, guided by the
Group Social Investment Policy.
In October, we announce the launch of Vodafone live!, a new
consumer proposition, and Mobile Office, a new business
proposition. In November, Vodafone Remote Access is launched
as part of Mobile Office. The service gives business customers an
easy way to connect to their corporate LAN to access e-mail,
calendar and other business specific applications whilst on the
move.

2001
We acquire Ireland's leading mobile communications company,
Eircell.

Vodafone and China Mobile (Hong Kong) ltd (CHMK) sign a

'strategic alliance agreement'.

The Group completes the acquisition of a 25% stake in Swisscom

Mobile.

We introduce instant messaging to our networks, a faster and more

efficient way to communicate using text messages via SMS or
WAP.

First global communications campaign launched in August. The

campaign features TV, cinema, print, online and outdoor media,
each version asking the question, 'How are you?'.

First Vodafone Partner Agreement with TDC Mobil A/S,

Denmark's leading mobile operator. The agreement is the first of
its kind in the mobile industry and means Vodafone and TDC
Mobil will cooperate in developing, marketing and advertising
international roaming products and services to international
travellers and corporate customers.

We make the word's first 3G roaming call (between Spain and

Japan).
2000
On 4 February, terms are agreed with the Supervisory Board of
Mannesmann by which Mannesmann would become a part of the
Vodafone community. The transaction almost doubles the size of
the Vodafone Group.

The agreement to acquire Mannesmann AG receives European

Commission clearance on 12 April 2000.

Verizon Wireless is launched in May, the combination of

Vodafone AirTouch's and Bell Atlantic's US cellular, PCS and
paging assets.

Vodafone in India
08 October 2007

Vodafone Group announced that it is establishing the Vodafone

India Foundation, with an initial commitment of $10 million. This
step signifies a further landmark in the development of Vodafone’s
presence in India and confirms the Group’s commitment to invest
socially in the communities where it operates. This activity will be
supported by The Vodafone Group Foundation which has
developed a unique network of 23 Foundations around the world
during the last five years.

The principal aim of the Vodafone India Foundation will be to

make a positive contribution to Indian society by providing direct
grants to locally registered charities and global NGOs with suitable
social investment aims and objectives. The Vodafone India
Foundation will initially focus on projects associated with
providing education for young people across India, enabling the
development of higher skill sets.

The Foundation will commence work as soon as the formal

registration process has been completed in addition to compliance
with tax and foreign contribution legislation and the appointment
of Trustees.

Arun Sarin, Vodafone Chief Executive, will be the first Chairman

of the Foundation. He said: “As someone who was born and raised
in India, I recognise the urgent need for our youth to be
empowered from a knowledge perspective. We believe the
Foundation will become an effective catalyst in this regard.”

Vodafone has previously contributed to social investment in India

by providing emergency response to the recent floods. The
Vodafone Group Foundation has allocated a total of £150,000 to
assist victims across the country through International relief
agencies including Oxfam.

In addition, in partnership with the UN Foundation, Vodafone

plans to contribute a further £1 million to support expansion of the
Measles Initiative* into the region. Since 1999 this global initiative
has immunized over 372 million children, aged 9 months to 15
years, against measles and has resulted in a reduction of measles
related deaths by 60% in the same time period. Vodafone is the
largest corporate contributor to this programmed.

Technology use by Vodafone

Global System for Mobile communications (GSM: originally

from Group Special Mobile) is the most popular standard for
mobile phones in the world. Its promoter, the GSM Association,
estimates that 82% of the global mobile market uses the standard
GSM is used by over 2 billion people across more than 212
countries and territories. Its ubiquity makes international roaming
very common between mobile phone operators, enabling
subscribers to use their phones in many parts of the world. GSM
differs from its predecessors in that both signaling and speech
channels are digital call quality, and so is considered a second
generation (2G) mobile phone system. This has also meant that
data communications were built into the system using the 3rd
Generation Partnership Project (3GPP).

The GSM logo is used to identify compatible handsets and

equipment. The key advantage of GSM systems to consumers has
been better voice quality and low-cost alternatives to making calls,
such as the Short message service (SMS, also called "text
messaging"). The advantage for network operators has been the
ease of deploying equipment from any vendors that implement the
standard.[4] Like other cellular standards, GSM allows network
operators to offer roaming services so that subscribers can use their
phones on GSM networks all over the world.

Newer versions of the standard were backward-compatible with

the original GSM phones. For example, Release '97 of the standard
added packet data capabilities, by means of General Packet Radio
Service (GPRS). Release '99 introduced higher speed data
transmission using Enhanced Data Rates for GSM Evolution

The key advantage of GSM systems to consumers has been better

voice quality and low-cost alternatives to making calls, such as the
Short message service (SMS, also called "text messaging"). The
advantage for network operators has been the ease of deploying
equipment from any vendors that implement the standard.[4] Like
other cellular standards, GSM allows network operators to offer
roaming services so that subscribers can use their phones on GSM
networks all over the world.

Newer versions of the standard were backward-compatible with

the original GSM phones. For example, Release '97 of the standard
added packet data capabilities, by means of General Packet Radio
Service (GPRS). Release '99 introduced higher speed data
transmission using Enhanced Data Rates for GSM Evolution

History
In 1982, the European Conference of Postal and
Telecommunications Administrations (CEPT) created the Group
Special Mobile (GSM) to develop a standard for a mobile
telephone system that could be used across Europe.In 1987, a
memorandum of understanding was signed by 13 countries to
develop a common cellular telephone system across Europe.

In 1989, GSM responsibility was transferred to the European

Telecommunications Standards Institute (ETSI) and phase I of the
GSM specifications were published in 1990. The first GSM
network was launched in 1991 by Radiolinja in Finland with joint
technical infrastructure maintenance from Ericsson. By the end of
1993, over a million subscribers were using GSM phone networks
being operated by 70 carriers across 48 countries.
 Product Profile

Product profile
Company is mostly dealing in two products

1. Prepaid Connection
2. Postpaid Connection

Prepaid Connections These are those connections which are

mostly sold by the small retailers, for this company paid them
commission.

Supply Chain for prepaid

VODAFONE OFFICE

DISTRUBITOR

RETAILAR

CUSTOMER
 Postpaid Connection
For selling the postpaid connection company has there
permanent employees contract base employees or management
trainee. For selling the postpaid connection employee gets
salary and incentive, Contractor gets commission.

Supply Chain for postpaid

VODAFONE OFFICE

CHANNEL MEMBER

EMPLOYEES/CONTRECTOR
Individual Plans
CUSTOMER
These are the plan which company generally offers to the
individual customer but if the customer wants these plans in group
they can offer them in the group also

1. Chat 175
2. Talk Small
3. Talk Medium
4. Talk Large
5. Talk room299
6. Talk Room399
7. Budget 149
8. Budget 149 with SMS Pack
9. 199 plan
10. 199 SMS plan
 11. 225 SMS plan

Pouch Plan
1. Super value 299(minimum bill required 500 of the
rival company)
2. Super value 450(minimum bill required 600 of the
rival company)
3. Super value 599(minimum bill required 700 of the
rival company)

High rental plan

It is high value plan which company mostly
provide to those customer who deals in some business
because those plans minimum rental starts from 1000 the
high value plan which we offer to the customer are
1. High value talk 995 plan (In this minimum rental is
995 )
2. High value talk 2499 plan (In this minimum rental is
2499)
3. High value talk 3999 plan (In this minimum rental is
3999 )
Corporate plan
These are the plan which company generally offers to the
group these plans mostly use for B to B (business to business)
selling in the companies and to only those whose bill paid by the
company.

1. Corp 199 (Minium10 members in the group )

2. CMS199(Minium5 members in the group )
3. Care199(Minium50 members in the group )
 Research Methodology

rESEARCH METHODOLGY

Research is the process of systematic and depth study of any

particular topic, subject or area of investigating backed by collection,
presentation and interpretations of the relevant details or data research
methodology is a way to systematically solve the research problem.
The various steps adopted by the researcher is studying his problem
along with logic behind them.

Research process-steps

 Problem definition
 Research design
 Data collection
 Data analysis
 Interpretation of results
 Reporting
Research Method which we used:

We choose Conclusive Research for our project because our objective

was clear. We made hypotheses and tested it by doing research.
In conclusive Research we choose Descriptive Research because our
purpose was to collect data for definite purpose. We have to find out
the customer expectation and customer experiences from postpaid
connection.

Sampling Technique which we use:

In sampling Techniques We choose Non Probability Sampling
Technique in which not every element of the target population has
a chance of being selected because the inclusion of elements in a
sample is left to the discretion of the researcher.

We choose Non Probability Technique because of our decision

which was based on convenience and judgment.

We used questionnaire as a instrument for data collection.

 Data Analysis

Q1. What is the current employee strength of your company?

a) Below 5 b) 5-25
c) 25- 40 d) Above 40

Below 5 12%
5 to 25 45%
25 to 40 38%
Above 40 15%
Interpretation:-

From the above diagram I analyze that

most of the
Companies’ employee strength was 5-25, 38%
companies have 25 to 40 employees 15% companies have above
40 employees and only12% companies have less than 5 employees

Q2. Do all the employees use the mobile connection?

a) Yes b) No

Yes 90%

No 10%
Interpretation:-

In this 90% of the employees are using mobile

connection
While, 10% employees are not using mobile connection.

Q3. Does Company provide mobile connection to all the

employees?
a) Yes b) No

Yes 40%
 No 60%

Interpretation:-

 40% companies provide mobile connections to their

employees.
 Whereas, 60% companies do not provide mobile
connections to all the employees.

Q4. Which connection company basically chose for the

employees?
a) Group connection b) Individual connection

Individual 30%
 Connection
Group
Connection 70%

Interpretation:-

As per the above diagram we see that 70% company

choose group connection for their employees while, 30%
company choose individual connection for their
employees.

Q5. Does Company pay mobile bills for all the employees?
a) Yes b) No

YES 65%
NO 35%
Interpretation:-

Above diagram shows that 66% companies pay

mobile
bills for all the employees35% companies do not pay
mobile bills for all the employees.

Q6. For which level of Management Company pay the bills?

a) Only for Top level b) for top and middle level

ONLY FOR TOP

LEVEL 20%
FOR TOP AND
MIDDLE LEVEL 80%
Interpretation:-

Diagram is showing 80% of the companies are paying bill

for top and middle level management and 20% of the companies
are paying the bill for only top level management.

Q7. Up to which Extent Company paid employees bills?

a) Complete b) Up to 500
c) Up to 800 d) Up to 1000
e) Up to 2000
 COMPLETE 73%

UP TO 500 16%

UP T0 800 0%

UP TO1000 11%

UP TO 2000 0%

Interpretation:-

As per the digram we can say that 73% company

paycomplete mobile for the employees 16%
companies pay up to 500and only 11% company pay
up to 1000
Q8. Which of the following service providers your company is
using currently?
a) Airtel b) Vodafone
c) BSNL d) Idea
e) Reliance f) TATA Indicom

31
AIRTEL %
VODAFO 13
NE %

BSNL 5%
23
IDEA %

RELIANC 16
E %
TATA 12
INDICOM %

Interpretation:-
  31% of the companies are using AIRTEL as their service
providers.
 13% of the companies are using VODAFONE as their
service providers.
 5% of the companies are using BSNL as their service
providers.
 23% of the companies are using IDEA as their service
providers.
 16% of the companies are using RELIANCE as their service
providers.
 12% of the companies are using TATA INDICOM as their
service providers.

Q9. How long your company is using this connection?

a) Below six months b) 6 months to 1 year
c) 1-4 years d) more than 4 years

BELOW 6 MONTHS 13%

6 MONTHS-1 YEAR 23%
1-4 YEAR 35%
MORE THAN 4 YEARS 29%
Interpretation:-

As per the diagram we can say that

 13% companies are using connection below 6 months.
 23% companies are using connection from 6 months to 1
year.
 35% companies are using connection from 1 to 4 year.
 29% companies are using connection for the period more
than 4 years.
Q10. Why you prefer this company as your service provider?
a) Network coverage b) Tariff rates
c) VAS d) GPRS/ Web related services
e) Customer care services

NETWORK COVRAGE 54%

TRIFF RATES 42%
VAS 0%
GPRS/WEB RELATED
SERVICES 4%
CUSTOMER CARE
SERVICES 0%
Interpretation:-

From the above diagram we can say that

54% company
gives preference to a particular service provider due to
good network coverage, 42% companies choose their
service provider due to reasonable tariff rates and only
4% companies choose their service providers due to
GPRS/WEB RELATED SERVICES

Q11. Rate the importance of the services from post-paid

connection providers:

Very Important Important Not Important

Coverage
 Call Rates
Transparency/
Accuracy in
Billing
Easy
billing/Payment
terms
Customer Care
services
GPRS/ Web
related services
Other
(____________)

VERY 90
IMPORTANT % 85% 92% 40% 25% 15%
10
IMPORTANT % 15% 8% 60% 63% 55%
NOT
IMPORTANT 0% 0% 0% 0% 12% 30%
Interpretation:-

 90% considers coverage as a very important factor in terms of services,

10% thinks it is comparatively less important factor in terms of services.
 85% considers call rates as a very important factor in terms of services,
15% thinks it is comparatively less important factor in terms of services.
 92% considers accuracy in billing as a very important factor in terms of
services, 8% thinks it is comparatively less important factor in terms of services.
 40% considers easy billing as a very important factor in terms of services,
60% thinks it is comparatively less important factor in terms of services.
 25% considers customer care services as a very important factor in terms of
services, 63% thinks it is comparatively less important factor in terms of services
and rest 12% rates it as not important factor.
 15% considers web related services as a very important factor, 55% thinks
it is comparatively less important factor in terms of services and remaining 30%
consider it as not important factor.

Q12. How your service provider is performing on the above said

parameter?
Good Average Poor
Coverage
Call Rates
Transparency/
Accuracy in
Billing
Easy
billing/Payment
terms
Customer Care
services
GPRS/ Web
related services
Other
(____________)

48 68 34 54 30 13
GOOD % % % % % %
AVERA 44 27 39 37 57 47
GE % % % % % %
27 13 40
POOR 8% 5% % 9% % %
Interpretation:-

 48% rates the network coverage provided by their current

service providers as good, 44% as average and 8% as poor
network coverage.
 68% rates the call rates provided by their current service
providers as good, 27% as average and 5% as poor call rates.
 34% rates the accuracy in billing process from their current
service providers as good, 39% as average and 27% as
inaccurate billing process.
 54% finds payment terms more convenient provided by their
current service providers, 37% rates it as average and 9% as
poor.
 30% rates the customer care services of their current service
providers as good, 57% as average and 13% as poor.
  13% rates the GPRS services provided by their current
service providers as good, 47% as average and 40% as poor.

Q13. Have you ever switched from one service provider to

another?
a) Yes b) no
If yes, then:-
From ___________________ to ___________________

YES 55%
NO 45%

Interpretation:-

 55% responded yes they have switched from one service

provider to another.
 45% responded no they do not switch from one service
provider to another.
Q14. What was the reason for switching?
a) Customer Care services b) Payment facility
c) Network d) No Transparency/ Inaccuracy in Billing
e) Call charges f) others: ___________________________

CUSTOMER
CARE
SERVICES 3%
PAYMENT
FACILITIES 7%
48
NETWORK %
IN ACCURACY 14
IN BILLING %
28
CALL CHARGES %
OTHERS 0%
Interpretation:-

 Only, 3% consider good customer care services for switch

over.
 Only, 7% says they change to other service providers due to
good payment facilities.
 48% says they change due to better network coverage.
 14% customers switched over because of lesser
transparency/in accuracy in billing.
 28% customers switched over due to nominal call charges.

Q15. Are you satisfied with your current service provider?

a) Yes b) No…………………………..

YES 67%
NO 33%
Interpretation:-

67% customers are satisfied with their service providers but

33% are not satisfied with their service providers.

Q16. What value additions would you like to have from your service
provider?
a) Better Network Coverage b) Better Payment Facilities
c) Better Transparency in billing c) Better Customer care services
e) Faster net speed f) Others_________________

BETTER NETWOK 32
COVERAGE %
BETTER
PAYMENT 12
FACILITY %
ACCURACY IN 19
BILLING %
BETTER 15
CUSTOMER CARE %
 SERVICES
FASTER NET 18
SPEED %
OTHERS 4%

Interpretation:-

 32% said that companies should improve their network

coverage system.
 12% said that the payment facilities should be more
convenient.
 19% said that the chances of errors in bills should be
diminished.
  15% want better customer care services.
 18% wants improvement in internet speed.
 Only 4% customer’s wants improvement in other services
like caller tunes, songs, live web world, etc.

Observation and findings

 Most of the companies were not using C.U.G.

(calling under group) but even if they didn’t
want to avail new services.

 They were not aware about benefits of post paid

connection.

 It is also observed that most of the companies

are not satisfied with there existing plans but
even that they don’t want to buy new
connection only because of number issue.

 It was also observed that awareness level of

Vodafone is lesser among the customer as
compare to Idea and Airtel.

 Internal Management of the company was not

good.

 During period of selling I found most of the

employees were not willing to buy post paid
connections.
Limitations

 Every research or survey which conducted may

have certain short comings and unfortunately
mine also a similar case. A few errors have come
inside in spite of my best efforts to avoid them,
but this is expected that still the finding are very
much relevant.

 There was some limitation during my project,

 My survey was limited to pimpri and chinchwad

area only.

 While filling the questionnaire most of the S.M.E.

didn’t entertain us for filling the questionnaire.

 I found lack of time to completing the survey.

 Respondents gave very biased answer & not

have enough time to spare with researcher.

 Respondent were also not willing to give answer

of some questions.

 Companies happen to be little hesitant in

disclosing their detail about employees,
connections and call rates

Conclusion

 After analyzing the data I came out with

some of the observation and findings from
 those analyzed data and observation and
findings I came out with followings
conclusion:

 Company is doing lot of promotion to set up the

brand image of Vodafone.

 Customers are fussier about the plans.

 Vodafone mostly target the businessman or the

group connection as compare to individual
connection.

 Company is not having higher degree of

awareness in small and medium scale
enterprises.

 It was a great experience to work in the telecom

sector and with Vodafone Company because
while working in this I have learned a lot about
telecom sector.

Recommendation

 From the study I have conducted and knowledge

I have acquired from it, I recommended following
improvements.

 Company should improve there internal

management that will give them more loyal
customer.
 Company should focus more in small and
medium scale industries because there is more
potential in that area.

 Company should bring some more promotional

schemes to gain new customers.

 Management trainee must give at least 7 days

training so that they can aware about company.

 Sales teams need to train better to deliver a

superior performance.
References
COMPANY NAME CONTACT PERSON NAME CONTACT No

Orchid management consultacy Ms Pooja kohli 30789000/01/02

Shree Jai Ambe Roadways Mr. Promod Makm 30728788/27461588
Swift Die Cleaning Agency Pvt ltd Mr. Anitha Naie 30720221
Satyam Services Mr Nanda Ade 27460999
Fluid Systems Mr B.D. Chopade 9372727400
life lite Mr. Gayetri Sarang Chavan 65316048
Megah Recruitment Pvt.Ltd. Mrs. Sudha Khaienar 64322081
URMI distributors Ms Pooja Tharani 46703611
Beacom Logistics India Pvt.Ltd. Mr .Subrat Roy 46703174
Shri Shai Investor Mr.Sharli Pawar 30621220
Mas Creations Minesh N. Doshi 46703164
Outoline Dimensions soft.ltd. Mr Vijay S.Nene 9850613868
Jekuma Tools & Gauges Pvt.Ltd. Mrs. Aprna Vanjpey 27472131
Pyramid Filters Pvt.Ltd. Mr. S. V. Sindhe 25131770
SiddhiVinayak Associates Mr Kiran J Chodhari 30785001
Artech Welders Pvt.Ltd. Mr Uttam B. Dhore 27461348
Enpro Industries Pvt.Ltd. Ms Pooja 66313100
Handi Chalan Food Pvt. Ltd. Mr Om Prakash 24743277
Sumit Precicesion Engineer Works Mr M.I. Shekh 27477963
Amway India Enterprises Mr Laxman M. khlel 9767027702
CNC Techonologies Mr Makarand M. Shinde 9890543211
Easy eals Sales &Services Pvt.Ltd. Ms Nilofer S.Shar 46703838
Redian Techonologies Mr Deepak Kumar 24762656
Unique Constructions Engineer
&Constractors Mr Sunil M. Ingle 27468831
Eresion System & Engineer Pvt. Ltd. Mr Jayes Yede 3066551129
Finance Dwleerlar lone Ms Silpa 46703841
Sai Auto&Industrial Suppliers Mr Malendra Deobet 27459090
Firenix Techonologies Pvt.Ltd. Mr Sachin Lavhe 9960692264
Takisha ENGG. India Ltd. Mr Nilesh Wgghmare 9766305033
Air Filter Industries Pvt.Ltd. Mr Ravi N 9960201100
Sevcon India Pvt.Ltd Mr Sobesh Chaudari 9923821869
AMMA Consultancy Services Mrs Lalita Chandrakanta Malpuri 64107492
Crystal Co-operation Mr.Amol Shinde 9893059488
R.C.Mahagan & Co. Mr Rajendra Chandrakant Mahajan 9823564088
Shree Fine chem Exporter&
importer Mr Mohit Goenka 9325503227
Aporva Erectors & Contractors Pvt.
Ltd. Mr Kantilal Chavan 9975720181
Reliabel Tech Services Pvt. Ltd. Mr Deepak Kumar 9822504175
Saywak Hyoravlics Mr S. N. Saynak 9225631215
I Force Solution Mr Sharad Ranchandra 9890421634
Shri nidhi Finance Mrs.Sarda Chadda 9766625603
Zen Inc. Mr. John Mark 9325255356
Heaton Services Mr D. J. Aphale 9372646048
Arians Inovations Techonology Pvt.
Ltd. Mr Rahul Bhosale 9860837270
Raj Corporation Mr D. Desai 9226573498
The Architect Mr Swapniln Jagtap 9890553701
Global Reality Services Mr. Rakesh L . Chaudhari 9890013876
Orient Consultancy Services Mr Prashant 9922965262
Akhar Geeta Prtistha Mr Sanjay Gambhir 9766831694
Reliabel Placement Mr Vilas Patel 9822412521
Aerstick Packging Mr Deepak Ashok Dabade 46703145
Annexure
 INDIRA SCHOOL OF CAREER
STUDIES

QUESTIONNAIRE

“Comparative analysis between customer

expectations and customer experiences
from post paid connection in small and
medium scale enterprises in pimpri and
chinch wad area in pune”

Personal Information:
Name:
Designation:
Address:
Phone:

Q1. What is the current employee strength of your company?

a) Below 5 b) 5-25
c) 25- 40 d) Above 40

Q2. Do all the employees use the mobile connection?

a) Yes b) No

Q3. Does Company provide mobile connection to all the

employees?
a) Yes b) No
Q4. Which connection company basically chose for the
employees?
a) Group connection b) Individual connection

Q5. Does Company pay mobile bills for all the employees?
a) Yes b) No

Q6. For which level of Management Company pay the bills?

a) Only for Top level b) for top and middle level

Q7. Up to which Extent Company paid employees bills?

a) Complete b) Up to 500
c) Up to 800 d) Up to 1000
e) Up to 2000

Q8. Which of the following service providers your company is

using currently?
a) Airtel b) Vodafone
c) BSNL d) Idea
e) Reliance f) TATA Indicom

Q9. How long your company is using this connection?

a) Below six months b) 6 months to 1 year
c) 1-4 years d) more than 4 years

Q10. Why you prefer this company as your service provider?

a) Network coverage b) Tariff rates
c) VAS d) GPRS/ Web related services
e) Customer care services
Q11. Rate the importance of the services from post-paid
connection providers:
Very Important Not Important
Important
Coverage
Call Rates
Transparency/
Accuracy in
Billing
Easy
billing/Paymen
t terms
Customer Care
services
GPRS/ Web
related
services
Other
(____________)

Q12. How your service provider is performing on the above

said parameter?
Good Average Poor
Coverage
Call Rates
Transparency/
Accuracy in
Billing
Easy
billing/Paymen
t terms
Customer Care
services
GPRS/ Web
related
services
Other
(____________)

Q13. Have you ever switched from one service provider to

another?
a) Yes b) no
If yes, then:-
From ___________________ to ___________________

Q14. What was the reason for switching?

a) Customer Care services
c) Network
Inaccuracy in Billing
e) Call charges
___________________________
b) Payment facility
d) No Transparency/
f) others:

Q15. Are you satisfied with your current service provider?

a) Yes b) No…………………………..

Q16. What value additions would you like to have from your
service provider?
a) Better Network Coverage b) Better Payment
Facilities
c) Better Transparency in billing d) Better Customer
care services
e) Faster net speed f)
Others___________________
Date
Signature

Bibliography
Bibliography

Research methodology, methods and techniques by

C.R. Kothari-2 edition.

Vodafone website

Other Websites (Google.com, Soople.com,

yahoo.com)