Tata Docomo

CUSTOMER SATISFACTION TOWARDS TATA DOCOMO
NETWORK SERVICE, SHIVAMOGGA
CONTENTS
Chapter 1
INTRODUCTION
 Introduction
 Objectives of study
 Scope of the study
 Methodology
 Limitation
Chapter 2
COMPANY PROFILE
 Introduction
 TTL Profile
 Tata DOCOMO
 Vision
 Mission
 History
 Awards and Recognition
Chapter 3
TATA DOCOMO PREPAID AND POSTPAID PLANS
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Chapter 4
DATA ANALYSIS AND INTERPRETATION
Chapter 5
FINDINGS, SUGGESTIONS AND CONCLUSION
ANNEXURE
Questionnaire
Bibliography
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Chapter 1
INTRODUCTION
 Introduction
 Objectives of study
 Scope of the study
 Methodology
 Limitation
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Chapter 1
INTRODUCTION
Communication is the lifeblood of business. In present fast moving days,

mobile is one of the most impotent means of communication. This provides
the commonest method of talking to people in Trans it particularly. Mobile
phone becomes best means of communication in present days mobile phone is
gaining its importance in different corner of the society. Like business,
Profession, employees etc.
It helps in order to carry our regular or day-to-day operations quickly and in

lesser time. So in this regard Idea is providing certain sort of cellular services
to people those who use it and to the society by offering lowest rental, lowest
local call to all mobile phones across Karnataka and lowest STD rates across
India. Therefore, Idea cellular company comes under the spectrum of service
industry.
TATA DOCOMO is Tata Teleservices Limited's TTSL telecom service on the

GSM platform arising out of the Tata Group's strategic alliance with Japanese
telecom major NTT DOCOMO in November 2008. Tata Teleservices has
received a pan-India license to operate GSM telecom services, under the
brand TATA DOCOMO and has also been allotted spectrum in 18 telecom
Circles. TTSL and has already rolled out its services invarious circles.
India is the fastest growing major mobile market in the world. Building on
leading position in the market, TTSL. Aims to capitalize on the growth
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potential to significantly increase the subscriber base and market share. The
telecomm sector is increasing day by day and the competition is getting more
and tougher. Initially tata service was providing CDMA and after tighup with
DOCOMO they come up in GSM as TATADOCOMO.
The project is about customer satisfaction for Tata Teleservices Limited with
special Reference to GSM prepaid customer in jodhpur city. As the title
suggest, how the customer is satisfied with the service of Tata tele service
through GSM prepaid mobile.
Need of the study

The present study is beneficial to TATA Tele services as it provides an
integrated compact and comprehensive report about response towards
telecomm sector in particular and overall organization activities in general. It
also helps the organization in analyzing the perception of individuals towards
communication business.
Objectives of the study

This study also has certain objectives to be accomplished. They are:
 To study customer satisfaction level regarding the product.
 To study customer satisfaction level regarding the value added services.
The usage of the value added services is to be know by the organization in
order to implement new innovation in future services.
 To study the customer satisfaction regarding the customer care services
and after sales service.
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 To study the benefits that the product was offering that the competitors
were not offering and to study if the customer were satisfied with the
benefits
 To analyze performance of Tada Docomo in rendering service to the
consumers.
 To analyze the market strategies adopted by dealers.
 To understood clearly origin and growth of Tata Docomo.
 To make brief study consumer opinion towards the cellular service of Tata
Docomo.
 To analyze the attitude of customers towards the cellular service of Tata
Docomo.
Scope of the study

The study of customer perception towards cellular services of Tata Docomo
has been restricted to Shimoga. City only, this report gives a information in
regarding the services provided by Tata Docomo at Shimoga city only, The
entire study of this report related to Tata Docomo Shimoga city and this report
gives information in general, towards customer satisfaction towards Tata
Docomo:
 It deals with company profile
 It deals with consumer behavior towards Tata Docomo.
Methodology
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The study procedure followed in this study includes the procedure adapted in
the collection of data, using doth primary and secondary data as completed
this project.
Primary data: Primary data is first hand information, which is collected for a
particular propose. It includes the following,
 Information collected directly from employees of the branch office
through structure questionnaire.
 Random sampling.
 Through personal interviews.
Secondary data: Secondary data are data it is collected from various reports
and articles published and newspapers, magazines and journals information
has been collected as a secondary data included the following:
 Broachers.
 Company records.
 Textbooks.
 Website.
Limitation of the study
This study has been carried out to draw customer‘s behavior about the
performance of Idea. Presentation of project report will have some
limitations.
 The study is confirmed to Shimoga city only.
 The opinion of the respondents may be biased.
 The accuracy of the project depends upon the answer received from the
informants.
 Time constraints
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Chapter 2
Company Profile
 Introduction
 TTL Profile
 Tata DOCOMO
 Vision
 Mission
 History
 Awards and Recognition
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Chapter 2
Company Profile
Introduction
Communications is among the Tata Group's larger investments, with over

$7.5 billion already committed. The Group's objective is to provide end-to-
end telecommunications solutions for business and residential customers
across the nation and internationally. The Group's communications activities
are currently spread primarily over four companies-Tata Teleservices Limited,
its associate Tata Teleservices (Maharashtra) Limited, Tata Communications
(erstwhile VSNL) and Tata Sky. Together, these companies cover the full
range of communications services, including:
 Telephony Services: Fixed and Mobile
 Media & Entertainment Services: Satellite TV
 Data Services: Leased Lines, Managed Data Networks, IP/MPLS
VPN, Dial-up Internet, Wi-Fi and Broadband
 Value-added Services: Mobile and Broadband Content/Applications,
Calling Cards, Net Telephony and Managed Services
 Infrastructure Services: Submarine Cable Bandwidth, Terrestrial
Fiber Network and Satellite Earth Stations and VSAT Connectivity
TTL Profile
Tata Teleservices Limited spearheads the Tata Group’s presence in the
telecom sector. The Tata Group includes over 100 companies, over 450,000
employees worldwide and more than 3.8 million shareholders.
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Incorporated in 1996, Tata Teleservices Limited was the pioneer of the
CDMA 1x technology platform in India, embarking on a growth path after the
acquisition of Hughes Tele.com (India) Ltd [renamed Tata Teleservices
(Maharashtra) Limited] by the Tata Group in 2002. Over the last few years,
the company has launched significant services CDMA mobile operations in
January 2005 under the brand name Tata Indicom, market-defining wireless
mobile broadband services under the brand name Tata Photon in 2008 and 2G
GSM services under the brand name Tata DOCOMO in 2009.
Tata Teleservices Limited also has a significant presence in the 2G GSM

space, through its joint venture with NTT DOCOMO of Japan, and offers
differentiated products and services. Tata DOCOMO was born after Tata
Group’s strategic alliance with Japanese telecom major NTT DOCOMO in
November 2008. Tata DOCOMO received a pan-India license to operate
GSM telecom services and rolled out GSM services in all the 18 telecom
Circles where it received spectrum from the Government of India in the quick
span of just over a year.
One of the key milestones in October 2011 was the brand integration exercise
at TTL, which saw the Company’s many brands being consolidated under its
single flagship brand, Tata DOCOMO. This helped TTL leverage the benefits
of brand synergies and capitalize on its vast retail and distribution network,
which is the largest amongst all private telecom operators in the country.
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Tata DOCOMO marks a significant milestone in the Indian telecom
landscape, and has already redefined the very face of telecoms in India, being
the first to pioneer the per-second tariff option part of its ‘Pay for What You
Use’ pricing paradigm.
Tata Teleservices Limited also became the first Indian private telecom
operator to launch 3G services in India under with the launch of services in
November 2010 in all nine telecom Circles where the company bagged the
3G license. In association with its partner NTT DOCOMO, the Company
finds itself favorably positioned to leverage this first-mover advantage. With
3G, Tata DOCOMO has begun to redefine the very face of telecoms in India.
Tokyo-based NTT DOCOMO is one of the world’s leading mobile operators
in Japan, the company is the clear market leader, used by nearly 55 per cent of
the country’s mobile phone users.
TTL entered into a strategic partnership agreement with Indian retail giant
Future Group to offer mobile telephony services under a new brand name
T24, on the GSM platform. Tata Teleservices also has a strategic tie up with
Virgin Mobile that primarily caters to youth segment offering mobility
services on both CDMA and GSM platform.
Tata Teleservices is the undisputed market leader in the fixed wireless

telephony market amongst private operators. In the wireless mobility space,
the company in the past has been rated as the ‘Least Congested Network’ in
India for eight consecutive quarters by the Telecom Regulatory Authority of
India through independent surveys.
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The company in the recent past has won many awards. TTSL was named The
Best Emerging Markets Carrier by Telecom Asia, and received 8 awards at the
World HRD Conference, including 5th Best Employer in India. The company
also received 3 awards at the Telecom Operator Awards 2010 from Tele.net;
Best Company, CEO of the Year and Best Quality of Service, and Business
Standard award for 'Most Innovative Brand of the Year'. Tata DOCOMO was
recently recognized as the best “Utility VAS Service Provider” and “Best
Mobile Broadband Service Provider” for the year 2012 by Frost & Sullivan.
TATA DOCOMO
Tata DOCOMO is Tata Teleservices Limited's telecom service on the GSM

platform—arising out of the Tata Group's strategic alliance with Japanese
telecom major NTT DOCOMO in November 2008. Tata Teleservices has
received a license to operate GSM telecom services in 19 of India's 22
telecom Circles—and has also been allotted spectrum in 18 telecom Circles.
Of these, it has already rolled out services in all the 18 Circles that it received
spectrum in from the Government of India—Tamil Nadu, Kerala, Orissa,
Karnataka, Andhra Pradesh, Maharashtra, Mumbai, Madhya Pradesh-
Chhattisgarh, Haryana-Punjab, Kolkata, Rest of West Bengal, Jharkhand,
Bihar, UP (East), UP (West), Gujarat, Himachal Pradesh and Rajasthan.
Tata DOCOMO has also become the first Indian private operator to launch 3G
services in India, with its recent launch in all the nine telecom Circles where it
bagged the 3G license. In association with its partner NTT DOCOMO, the
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Company finds itself suitably positioned to leverage this first-mover
advantage. With 3G, Tata DOCOMO stands to redefine the very face of
telecoms in India. Tokyo-based NTT DOCOMO is one of the world's leading
mobile operators—in Japan, the company is the clear market leader, used by
nearly 55 per cent of the country's mobile phone users.
NTT DOCOMO has played a major role in the evolution of mobile

telecommunications through its development of cutting-edge technologies and
services. Over the years, technologists at DOCOMO have defined industry
benchmarks like 3G technology, as also products and services like i-Mode, e-
wallet and a plethora of lifestyle-enhancing applications. Last year itself,
while most of the rest of the industry was only beginning to talk of 4G
technology and its possible applications, DOCOMO had already concluded
conducting 4G trials in physical geographies, not just inside laboratories.
DOCOMO is a global leader in the VAS space, both in terms of services and
handset designs, particularly integrating services at the platform stage. The
Tata Group-NTT DOCOMO partnership will see offerings such as these being
introduced in the Indian market through the Tata DOCOMO brand.
Tata DOCOMO has also set up a 'Business and Technology Coordination

Council', comprising of senior personnel from both companies. The council is
responsible for the identification of key areas where the two companies will
work together. DOCOMO, the world's leading mobile operator, will work
closely with the Tata Teleservices Limited management and provide know-
how to help the company develop its GSM business.
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On the CDMA platform, despite being the latest entrant, Tata Indicom has
already established its presence and is the fastest-growing pan-India operator.
Incorporated in 1996, Tata Teleservices is the pioneer of the CDMA 1x
technology platform in India. Today, Tata Teleservices Ltd, along with Tata
Teleservices (Maharashtra) Ltd, serves over 84 million customers in more
than 450,000 towns and villages across the country, with a bouquet of
telephony services encompassing Mobile Services, Wireless Desktop Phones,
Public Booth Telephony and Wireline Services.
VISION
To emerge as a Leading Service provider in Onecall services globally;
focussing on delivering innovation, diversity, quality in its uniquely
customised products & services.
MISSION
Our mission is to help people and companies communicate in an easy,
efficient and environment friendly way, by providing customer support
services. Our focus is to make the customer experience a world-class service.
We will provide advance technology and services through the Brand Onecall.
We will ensure high quality delivery of services offering exemplary technical,
comfort, administrative and professional excellence with commitment to
public convenience. We will retain our responsive, efficient and effective
processes and systems to realize our vision at all times.
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Tata DOCOMO is an Indian cellular service provider on the GSM, CDMA
and platform-arising out of the strategic joint venture between Tata
Teleservices and NTT Docomo in November 2008. It is the country's sixth
largest operator in terms of subscribers (including both GSM and CDMA).
History
Further information: Tata Group
Tata DOCOMO is part of the Indian conglomerate Tata Group. The company
received the license to operate GSM services in nineteen telecom circles and
was allotted spectrum in eighteen of these circles and launched GSM services
on 24 June 2009. It began operations first in South India and currently
operates GSM services in eighteen of twenty two telecom circles. It has
licences to operate in Delhi but has not been allocated spectrum from the
Government. Docomo provides services throughout India. Tata DOCOMO
offers both prepaid and postpaid cellular phone services. It has become very
popular with its one second pulse especially in semi-urban and rural areas.
On 5 November 2010, Tata DOCOMO became the first private sector telecom
company to launch 3G services in India. Tata DOCOMO had about 42.34
million users at the end of December 2010.
In April 2011, Tata DOCOMO signed Bollywood actor Ranbir Kapoor as its
brand ambassador on a three year contract. For the southern states of Tamil
Nadu and Andhra Pradesh, actors Vijay and Ram Charan Teja are the brand
ambassadors respectively.
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Rebranding
On 20 October 2011, the Tata Group brought its brands – CDMA, GSM,
Walky (Fixed Wireless Phone), Photon, INTERNET – under the Tata
DOCOMO name. All subscribers to these services were migrated to the
Docomo brand on 20 October 2011. The companies other brands – Virgin
Mobile and T24 – are not part of the rebranding and continue to retain their
names.
3G
On 19 May 2010, the 3G spectrum auction in India ended. Tata DOCOMO
paid 6964.29 crores for spectrum in 22 circles. These circles obtained 3G
licences and they are Madhya Pradesh&Chhattisgarh, Gujarat, Haryana,
Karnataka, Kerala, Maharashtra & Goa, Punjab, Rajasthan, and Uttar Pradesh
(West).
On 5 November 2010, Tata DOCOMO became the first private sector telecom
company (third overall) to launch 3G services in India, with a 20 city launch.
On July 19, 2011, Docomo and Aircel entered into a roaming agreement for
3G services to jointly roll out 3G networks in the three circles where they
both have coverage (Karnataka, Kerala, and Punjab). On December 14, 2011,
Docomo ended its agreement with Aircel. Both operators ended the deal after
the Department of Telecom said that such 3G arrangements were illegal, as
the pacts violate licence terms and conditions. Tata DOCOMO and Aircel
currently have bilateral roaming agreements to allow their subscribers to
seamlessly use 3G on roaming. Tata Docomo customers use Reliance GSM's
3G network when they are on roaming in Delhi.
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Docomo had about 1.5 million 3G subscribers as of May 2011.
Awards and Recognition

Tata DOCOMO was ranked 64th among India's most trusted brands according
to the Brand Trust Report 2012, a study conducted by Trust Research
Advisory. In the Brand Trust Report 2013, Tata DOCOMO was ranked 117th
among India's most trusted brands while according to the Brand Trust Report
2014, Tata DOCOMO was ranked 261st among India's most trusted brands. It
was among 16 of Tata's subsidiary brands to feature in the report apart from
the parent brand. Ratan Tata also featured in the report among India's most
trusted 'Personality' brands.
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THEORETICAL FRAMEWORK
Customer Satisfaction
The 21-century belongs to the service sector. The customer of yesteryear was
a silent person who uncomplainingly purchased the goods from the market
place. There is a new customer emerging today. Customer satisfaction can be
defined as, customer satisfaction is the feeling derived by the consumer when
he compares the actual performance of the product’s with the performance
that he expects of it.
The measurement of the customer satisfaction typically begging when a

company realizes that their customer s are the people who provide the
revenues that, hopeful, will cover expenses. Most companies start by
establishing a customer satisfaction baseline. Then they taegat year by year
improvement.
Understanding customer requirement and delivering superior quality goods
and services to achieve composer satisfaction lead to the retention and growth
of the customer.
General Idea about the satisfied customer :

Satisfaction is a persona’s feeling of the pleasure or disappointment. It is
resulting from comparing a product’s perceived performance with his or her
expectations from it. Satisfaction is more of an emotional concept. Today
organization are aiming at high satisfaction rather then at customer delight
because customers who are just satisfied still find it easy to switch over when
a batter offers comes along. Those who are highly satisfied are much less
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ready to switch over . high satisfaction or delight creates an emotional bound
with the brand and customer starts looking at an offering emotionally and just
rationally.
The aim of marketing is to meet and satisfy target customers needs and wants
but knowing customer is never simple. Customer may state their needs and
wants but act otherwise. They may not be in touch with their deeper
motivations. They may respond to influenchat to change their mind at the last
minute. Some of today’s most successful companies are raising expectation
and delivering performanses to match. These companies are aiming at TCS-
Total customer Satisfaction.
Increasing competition (whether for-profit or nonprofit) is forcing businesses

to pay much more attention to satisfying customers. 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.
Customer Loyalty
 These four factors will greatly affect your ability to build a loyal
customer base:
 Products that are highly differentiated from those of the competition.
 Higher-end products where price is not the primary buying factor.
 Products with a high service component.
 Multiple products for the same customer.
 Loyal Customers and Loyal Workforces
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Building customer loyalty will be a lot easier if you have a loyal workforce-
not at all a given these days. It is especially important to retain those
employees who interact with customers such as sales people, technical
support, and customer-service people. Many companies give a lot of attention
to retaining sales people but little to support people.
The increasing trend today is to send customer-service and technical-support
calls into queue for the next available person. This builds no personal loyalty
and probably less loyalty for the firm. Before going this route, be sure this is
what your customers prefer.
Instant Feedback
Recently, many organizations have implemented feedback loops that allow
them to capture feedback at the point of experience. For example, National
Express, one of the UK's leading travel companies invites passengers to send
text messages whilst riding the bus. This has been shown to be useful as it
allows companies to improve their customer service before the customer
defects, thus making it far more likely that the customer will return next time.
Listen to your customers.

Is there anything more exasperating than telling someone what you want or
what your problem is and then discovering that that person hasn’t been paying
attention and needs to have it explained again? From a customer’s point of
view, I doubt it. Can the sales pitches and the product babble. Let the
customer talk and show them that you are listening by making the appropriate
responses, such as suggesting how to solve the problem.
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PROMOTIONAL ACTIVITIES
Promotion is fundamentally a tool to help apprise consumers of products and

services available to them. However, promotional activities today include
various forms of advertising as well as promotional gimmicks such as
dirigibles at football games, coupons, and frequent flier miles. The goal of
promotion is no longer simply product awareness, but brand awareness,
product loyalty and even corporate image.
Many different promotions have come under criticism, particularly when they
are judged to be illegal or unfair. Bait-and-switch refers to the practice of
advertising one product at a low price, but having none of that product on
hand when consumers arrive to make the purchase. Conveniently, this
technique results in the seller having other, similar, more expensive products
available.
Putting aside the issue of promotional activities that are illegal, there remain
examples of promotions that may be unscrupulous, or perhaps merely
prejudicial. The potential for this arises when promotional activities are not
directly associated with the product or service that is ostensibly being
promoted. As an example, Virginia Slims sponsored a women's tennis
tournament for many years. The sport of tennis received the financial backing,
and the cigarette was associated with a popular sport and received
considerable publicity as its name was mentioned in legitimate sports
coverage.
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Market Competitors of Tata Docomo:
 Airtel
 Reliance Communication
 BSNL
 Idea
 Aircel
 Vodafone
MARKETING STRATEGY
Tata Docomo appears to be banking heavily on its tariff plans – the company
is offering a 1 second pulse instead of the usual 1 minute pulse that other
telecom operators are offering. This means that consumers are charged on a
per second basis, instead of a per minute basis, and end up saving money on
unused seconds. A nifty little application “How much can you really save” on
Docomo’s website explains how this works. Rs. 0.01/second is a marked
change from the Re 1/min and Rs. 0.49/min charges that usually applies.
Now while this plan might sound unique, it isn’t that it hasn’t been tried
before: back in 2004, Tata Indicom had launched 1 second pulse plans, which
going by their current plans, appears to have been shelved.
• Tata Indicom storms pr-paid market launches True Paid
• True Paid symbolizes the only "honest and transparent" pre-paid offering
available In India
• True Paid is India's first T-SIM based mobile service offering optimum value
for Money
• Tata Indicom launches 2 T-SIM-enabled and 4 non T-SIM-enabled handsets.
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MARKETING MIX
4P’S OF MARKETING MIX :
 Product
 Price
 Place
 Promotion.
PRODUCT:
TATA DOCOMO having good range of services. Tata Docomo provides both
postpaid and prepaid services. Tata Docomo having good quality network
which provides clarity in voice.
PRICE :
It having attractive tariff plan: TATA DOCOMO having 1paisa /sec it is
applicable for
both prepaid and postpaid.
PLACE
It having good range of channels of distribution: As Tata already exist in this
field of telecommunications as Tata Indicom. It has wide range of channels of
distribution to sell TATA DOCOMO services.
PROMOTION :
Advertising: TATA DOCOMO following different style of advertising pattern
in TV’s and newspapers. Due to that reason it was reaching public very fast.
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ADVERTISING MEDIA CHANNELS :
India - Tata Docomo, the youngest among telecom players in India to offer
GSM, is
Presently banking on its services to garner visibility and a share in the
telecom pie.
The launch of Tata Docomo also announced the intention of the brand to
associate with the thought 'do'. Tata Docomo, for the first time in the country,
offered pay-per-second billing; though other telecom providers have followed
suit since.
The company has carried out a few adverts that highlight the brand's unique
features and some other topical advertising during Ganesh Chaturthi and
Diwali.
The latest from the GSM provider is the 'Friendship Express' TVC. The ad
opens inside train, where everyone is doing their own thing. A couple of the
travelers don't like the solemn mood and start humming the Docomo tune.
Slowly and steadily, others pitch in and soon most of the train is singing
along. The ad ends with the super, 'Why walk alone when we can dance
together'.
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Chapter 3
Tata Docomo Prepaid and Postpaid Plans
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Tata Docomo Prepaid and Postpaid Plans
GSM Postpay Plans
Power 299 Plan

1. Monthly Rental: Rs 299
2. Unlimited Whatsapp & Facebook for 3 months
3. Free talktime (STD/Local): 800 mins
4. Free SMS (National / Local): 299
5. Activation Charges: Rs 300; To be refunded in 3rd, 4th and 5th month
bill cycle @ Rs 100 / month
Power 199 Plan

3. Free Talktime (STD/Local): 500 mins
4. Free SMS (National/Local): 199
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3G Power 499 Plan

2. Unlimited 3G Data
5. 2GB data at peak speed
bill cycle @ Rs 100
3G Power 799 Plan

4. Free SMS (National/Loal): 799
Power 599 Plan

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3G Prepay Plans
Chat n Surf Plan @ Rs 251
1. 1GB 3G data usage. Data validity: 30 days
2. Talktime: Rs 251. Unlimited talktime validity
3G Datacard SIM Prepay Plans
3G Data plan @ Rs 499 (Open Market )

1. 3 GB 3G data usage. Data Validity: 30 days
2. 1GB additional data on next 3 recharges
3. Roam free (On Tata Docomo Network) - No extra charges on national
roaming
4. Data plan for 3G Data SIM
5. This tariff voucher is valid as first recharge only. Regular market offers
apply thereafter
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3G Data plan @ Rs 180 (Open Market )
1. 1 GB 3G data usage. Data Validity: 30 days
2. 1 GB additional data on next 3 recharges
3. Roam free (On Tata Docomo Network) - No extra charges on national
roaming
4. Data plan for 3G Data SIM
GSM Postpay Plans
Power 299 Plan

3. Free talktime (STD/Local): 800 mins
4. Free SMS (National / Local): 299
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Power 199 Plan
3G Power 499 Plan

1. >Monthly Rental: Rs 499
bill cycle @ Rs 100
3G Power 799 Plan

4. Free SMS (National/Loal): 799
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3G Postpay Plans
Unlimited Local calls and 3G Data Plan @ Rs 899

Monthly Rental:Rs 899
1. Unlimited Local calls
2. Endless 3G data. 1 GB internet usage @ 3G speed. Additional usage
post bundled data@ 128 Kbps.
3. Deposit amount:Rs 500
4. Activation fee:Rs 350
Unlimited Talktime and 3G Data Plan @ Rs 1299

Monthly Rental:Rs 1299
1. Unlimited Local & STD calls
2. Endless 3G data usage. 2GB data usage @ 3G speed
3. Unlimited Roaming within the Tata Docomo network
4. 6000 Local /National SMS free
5. Deposit amount:Rs 500
6. Activation fee:Rs 350
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Tata Docomo 3G Plans / Tariffs
Prepaid
Plans
MRP (Rs.) Local + National + Data Validity

Roaming (Mins) (Days)
350 500 150 MB 30
500 750 250 MB 30
750 1250 500 MB 30
1000 2000 1 GB 30
2000 5000 2 GB 30
Data
Vouchers
MRP (Rs.) Data Validity

(Days)
90 100 MB 10
201 200 MB 30
501 650 MB 30
Postpaid Plans
Rental (Rs.) Local + National Data Validity
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(Mins) (Days)
500 750 250 MB 30
750 1250 500 MB 30
1000 2000 1 GB 30
2000 5000 2 GB 30
Data
Vouchers
MRP (Rs.) Data Validity

(Days)
200 200 MB 30
500 650 MB 30
Price Validity Description

Karnataka - Full Talktime
Rs 1010 0 days Tata-Docomo-Rs.-1010-Full-Talktime-Topup-Rs.1010-Full-
Talktime
Rs 750 0 days Tata-Docomo-Rs.-750-Full-Talktime-Topup-Rs.750-Full-Talktime
Rs 300 0 days Tata-Docomo-Rs.-300-Full-Talktime-More-than-FulllTalktime-
Rs-330
Rs 250 0 days Tata-Docomo-Rs.250-Full-Talktime-Topup-Rs.250-Full-Talktime
Topup Plans
Rs 150 0 days Tata-Docomo-Rs.-150-Topup-Rs.133.5-Talktime
Rs 100 1 days Tata-Docomo-Rs.-100-Topup-Rs.86-Talktime
Rs 50 1 days Tata-Docomo-Rs.50-Topup-Rs.41.5-Talktime
General SMS Pack
Rs 53 60 days Tata-Docomo-Rs.-53-Special-Recharge-900-LocalperNational-
SMS--Validity--60-Days
Rs 32 30 days Tata-Docomo-Rs.-32-Special-Recharge-Get-450-Local-per-
National-SMS.-Validity:-30-Days
Rs 19 14 days Tata-Docomo-Rs.19-Special-Recharge-Get-250-
LocalperNational-SMS.-Validity-14-Days-
Rs 6 30 days Tata-Docomo-Rs.-6-Special-Recharge-All-LocalperNational-
GFGC, Shivamogga 33
SMS-at8pperSMS--Validity--30-Days
3G Plans
Rs 995 30 days Get-10GB-Data-at-peak-speeds-and-unlimited-data-at-reduced-
speeds-thereafter.-Validity:-30-Days
Rs 695 30 days Tata-Docomo-Rs.-695-Special-Recharge-5120-MB-3G-Data.-
Validity:-30-Days
Rs 447 90 days Tata-Docomo-Rs.-447-Special-Recharge-3072-MB-3G-Data.-(1-
GB-for-3-months).-Validity:-90-Days
Validity:-60-Days
Validity:-30-Days
Validity:-30-Days
Rs 175 30 days Tata-Docomo-Rs.-175-Special-Recharge-1024-MB
Rs 8 1 days Tata-Docomo-Rs.-8-Special-Recharge-40MB
Data Plans
Rs 445 30 days Tata-Docomo-Rs.445-Special-Recharge-Get-2GB-Data-Post-
Free-Data-Usage-Charges-10pper10Kb-Validity-30-Days-
Rs 298 30 days Tata-Docomo-Rs.-298-Special-Recharge-Unlimited-personal-
emails-and-instant-messaging.-Validity---30-Days
Rs 255 30 days Tata-Docomo-Rs.-255-Special-Recharge-Get-1-GB-+-1-GB.-
Post-Free-Usage-with-Validity-left-at1pper10KB-apply.-
Validity---30-Days
Rs 249 60 days Tata-Docomo-Rs.-249-Special-Recharge-Get-2048-MB-2G-
Data.-Validity:-60-Days
Rs 214 30 days Tata-Docomo-Rs.-214-Special-Recharge-Get-2014-MB-Data.-
Post-Free-Usage-with-Validity-left---10pper10Kb.-
Rs 154 30 days Tata-Docomo-Rs.-154-Special-Recharge-1GB-Data-+-1GB-
(Saavn-Music).-Validity:-30-Days
Rs 149 30 days Tata-Docomo-Rs.149-Special-Recharge--Get-1GB-2G-Data.-
Validity:-30-Days.-
Rs 104 30 days Tata-Docomo-Rs.-104-Special-Recharge-750-Data-+-500MB-
(Saavn-Music).-Validity:-30-Days
Rs 95 21 days Tata-Docomo-Rs.95-Special-Recharge-Get-600-MB-2G-Data.-
Validity:-21-Days
Rs 85 7 days Tata-Docomo-Rs.-85-Special-Recharge-Unlimited-personal-
emails-and-instant-messaging.-Validity---7-Days
Rs 56 12 days Tata-Docomo-Rs.56-Special-Recharge-Get-250-MB-Data.-Post-
GFGC, Shivamogga 34
Free-Data-Usage-Charges--10pper10KB.-Validity-12-Days-
Rs 39 7 days Tata-Docomo-Rs.39-Special-Recharge-Get-150-MBPost-Free-
Data-Usage-Charges-10pper10Kb-Validity-7-Days-
Rs 31 5 days Tata-Docomo-Rs.-31-Special-Recharge-Get-160-MB-2G-Data--
Validity--5-Days
Rs 26 5 days Tata-Docomo-Rs.26-Special-Recharge-Get-150-MB-Data-Post-
Free-Data-Usage-Charges--10pper10KB-Validity-5-Days-
Rs 15 3 days Tata-Docomo-Rs.-15-Special-Recharge-Enjoy-100-MB-data.-
Post-Free-Data-Usage-charges-at10pper10KB.-Validity---3-Days
Rs 11 1 days Tata-Docomo-Rs.-11-Special-Recharge-60-mins-of-data-
browsing.-Post-Free-Data-Usage-charges-at10pper10Kb-apply.-
Validity---Till-midnight-on-day-of-recharge
Rs 8 1 days Tata-Docomo-Rs.8-Special-Recharge-Get-50-MB-Data-Post-
Free-Data-Usage-charges-10pper10Kb-Validity-Till-Midnight-
Rs 7 30 days Tata-Docomo-Rs.-7-Special-Recharge-Data-Usage-Tariff-Benefit-
at2pper100-KB.-Validity---30-Days
Rs 5 1 days Tata-Docomo-Rs.5-Special-Recharge-Get-25-MB-Data.-Post-
Free-Data-Usage-Charges--10pper10KB.-Validity-Till-Midnight-
Local Call Plans
Rs 666 28 days Tata-Docomo-Rs.-666-Special-Recharge-240000-Local-secs.-to-
any-Network.-Validity---28-Days
Rs 197 30 days Tata-Docomo-Rs.-197-Special-Recharge-72000-Local-On-Net-
secs.--24000-Local-Off-Net-secs.-Validity:-30-Days
Rs 123 21 days Tata-Docomo-Rs.-123-Special-Recharge-Unlimited-Local-On-
Net-calls-for-20-hours-(10pm---6pm)-everyday.-Local-On-Net-
calls-between-6pm---10pm-at-1pper-2secs.-(30pper-min.).-
Validity:-21-Days
Rs 107 15 days Tata-Docomo-Rs.-107-Special-Recharge-36000-secs.-(600-
mins.)-for-Local-On-Net-calls.-12000-secs.-(200-mins.)-for-
Local-Off-Net-calls--Validity--15-Days
Rs 97 21 days Tata-Docomo-Rs.-97-Special-Recharge-15000-Local--STD-
mobile-secs--Validity--21-Days
Rs 57 14 days Tata-Docomo-Rs.-57-Special-Recharge-15000-Local-On-Net-
secs--Validity--14-Days
Rs 38 30 days Tata-Docomo-Rs.-38-Special-Recharge-All-Local-mobile-calls-
at-1pper-2secs-(30pper-min).-Validity:-30-Days
Rs 21 30 days Tata-Docomo-Rs.21-Special-Recharge-All-Local-On-Net-calls-
at1pper3secs.-(20ppermin.)-All-Local--National-Landline-
at2ppersec.-Validity-30-Days-
Rs 18 30 days Tata-Docomo-Rs.-18-Special-Recharge-Local-On-Net-mobiles-
calls-at-1pper-6secs.-(30pper-min.).-Validity:-30-Days
STD Plans
Rs 41 30 days Tata-Docomo-Rs.-41-Special-Recharge-All-STD-mobile-calls-at-
1pper-2secs.-Validity:-30-Days
GFGC, Shivamogga 35
ISD Plans
Rs 27 30 days Tata-Docomo-Rs.27-Special-Recharge-ISD-calls-to-US--Canada-
at2ppersec.-Validity-30-Days-
Rs 17 30 days Tata-Docomo-Rs.17-Special-Recharge-ISD-calls-to-
UAEperSaudiperBahrainperYemenperKuwait-at13ppersec.-
NepalperChina-at12ppersec.-Malaysiaperat4ppersec.-Validity-30-
Days-
Rate Cutter
Rs 252 180 Tata-Docomo-Rs.-252-Special-Recharge-All-Local-calls-at78-
days paisapermin.-from-Home-Network--Roaming-Network.-All-STD-
calls-at90-paisapermin.-from-Home-Network--Roaming-
Network.-All-Incoming-calls-while-Roaming-will-be-free.-All-
Local-SMS-from-Home-Network--
Rs 247 30 days Tata-Docomo-Rs.-247-Special-Recharge-1.2-Lakh-secs.-(2000-
mins.)-for-Local-On-Net-calls.30000-secs.-(500-mins.)-for-
LocalperSTD-Off-Net-calls--Validity--30-Days
Rs 152 180 Tata-Docomo-Rs.-152-Special-Recharge-All-Local-calls-at78-
days paisapermin.-from-Home-Network--Roaming-Network.-All-STD-
calls-at90-paisapermin.-from-Home-Network--Roaming-
Network.-All-Incoming-calls-while-Roaming-at75-paisapermin.-
All-Local-SMS-from-Home-Netwo
Rs 123 30 days Tata-Docomo-Rs.-123-Special-Recharge-On-Net-Local-Tariff-
Benefit-:-20-Hours-of-Local-On-Net-calls.-Peak-Hour-of-6PM---
10PM-charged-at-60pper-min.-(1pper-sec.)-for-On-Net-calls-and-
1.2pper-secs.-for-Off-Net-calls---On-Net-STD-Tariff-Benefit-:-
NA
at-1pper-2secs.-(30pper-min.).-All-STD-mobile-calls-at-1pper-
2secs.-(30pper-min.).-Validity:-30-Days
Rs 67 30 days Local-On-Net-calls-at-1pper-6secs.-(10pper-min.)
Rs 52 30 days Tata-Docomo-Rs.-52-Special-Recharge-All-Local-On-Net-
mobile-calls-at-1pper-4secs-(15pper-min.).All-local-off-net-
mobile-calls-at-1pper-2secs.-(30pper-min.).-Validity:-30-Days
Rs 36 60 days Tata-Docomo-Rs.-36-Special-Recharge-All-Local-On-Net-calls-
at1pper6secs.-(10ppermin.).-1st-2-Local--National-mobile-min.-
of-the-day-at2ppersec.-All-Local--National-Landline-at2ppersec.-
Validity---60-Days
at1pper2secs.-(30ppermin.).-1st-2-Local--National-mobile-min.-
of-the-day-at2ppersec.-All-Local--National-Landline-calls-
at2ppersec.-Validity---30-Days
Rs 22 30 days All-Local-On-Net-calls-at-1pper-3secs.-(20pper-min.).-Other-
Local-calls-at-1pper-2secs.-(30pper-min.).1st-2-mobile-mins.-at-
2pper-sec.-daily
Special Offer
GFGC, Shivamogga 36
Rs 2000 30 days Tata-Docomo-Rs.-2000-Special-Recharge-2-GB-with-300000-
Local--National--Roaming-seconds-valid-for-30-Days.-Post-
bundled-data-10pper10kb-will-be-charged
Rs 199 30 days Tata-Docomo-Rs.-199-Special-Recharge-Seconds-Benefit-:-
33000-(550-mins.)-Local--STD-secs.
Rs 149 30 days Tata-Docomo-Rs.-149-Special-Recharge--Get-1.25GB-+-0.25GB-
Data.-Post-Free-Data-Usage-Charges--10pper-10KB.-Validity:-
30-Days
Rs 93 30 days Tata-Docomo-Rs.-93-Special-Recharge-Enjoy-600-MB-data-+-
500-mins.-on-Saavn-(300-MB).-Post-Free-Data-Usage-charges-
at10pper10KB-apply.-Validity---30-Days
Rs 61 30 days Tata-Docomo-Rs.61-Special-Recharge-All-Local--STD-On-Net-
calls-at1.5ppersec.-on-Home-Network--Roaming.-All-Local-Off-
Net-calls-atRe.1permin.-on-home-network
Rs 55 6 days Tata-Docomo-Rs.-55-Special-Recharge-All-Local--STD-On-Net-
calls-at1.2ppersec.-All-Local--STD-Off-Net-calls-at1.2ppersec.-5-
On-Net-SMS.-Talktime---Rs.-55.-Validity---6-Days
Rs 54 15 days Tata-Docomo-Rs.-54-Special-Recharge-On-Net-Tariff-Benefit---
Local--STD-:-Local--STD-On-Net-Roaming-Incoming-at-0pper-
sec.-Local--STD-On-Net-Outgoing-Roaming-at-1.5pper-sec.---
Off-Net-Tariff-Benefit---Local--STD-:-Local--STD-Off-Net-
Incoming-at-75pper-min.
Rs 37 30 days Tata-Docomo-Rs.-37-Special-Recharge-All-Local-and-STD-
mobile-calls-at-1.2pper-2secs.-for-30-days-1st-2-mobile-mins.-at-
2pper-sec.-daily.-Validity:-30-Days
Rs 29 30 days Tata-Docomo-Rs.-29-Special-Recharge-All-STD-mobile-calls-at-
1.2pper-2secs-(36pper-min.)-with-1st-2-mobile-mins-at-2pper-
sec.-daily.-Validity:-30-Days
Rs 28 7 days Tata-Docomo-Rs.-28-Special-Recharge-Local-Tariff-Benefit-:-
Local-On-Net-Roaming-Incoming-at-0pper-sec.-Local-On-Net-
Roaming-Outgoing-at-1.5pper-sec.-Local-Off-Net-Roaming-
Incoming-at-75pper-min.-Local-Off-Net-Roaming-Outgoing-at-
Re.1per-min.---STD-Tariff-
Rs 25 3 days Tata-Docomo-Rs.-25-Special-Recharge-All-Local--STD-On-Net-
calls-at-1.2pper-sec.-All-Local--STD-Off-Net-calls-at-1.2pper-
sec.-5-On-Net-SMS.Talktime-(Rs.)--24.-Validity:-3-Days
Rs 9 2 days Tata-Docomo-Rs.-9-Special-Recharge-Local-Tariff-Benefit-:-
Local-On-Net-Roaming-Incoming-at-0pper-sec.-Local-On-Net-
Roaming-Outgoing-at-1.5pper-sec.-Local-Off-Net-Roaming-
Incoming-at-75pper-min.-Local-Off-Net-Roaming-Outgoing-at-
Re.1per-min.---STD-Tariff-B
GFGC, Shivamogga 37
Chapter 4
GFGC, Shivamogga 38
Chapter 4
Table No. 1
Are you using mobile phone?
Answers No. of respondents Percentage (%)

Yes 97 97
No 3 3
Total 100 100 %
Interpretation
The above graph shows that 97% people are using mobile and 3% people are
not using mobile.
GFGC, Shivamogga 39
Table No. 2
Does it really matter whether you go for GSM (Global System for
Mobile) or CDMA (Code-division multiple access)?
Answer No.of respondents Percentage
Yes 84 84
No 16 16
Total 100 100%
Interpretation
The above graph shows that people are more concerned about the technology
they are using 84% users are concerned about technology. And 16% users
have no concern from that.
GFGC, Shivamogga 40
Table No. 3
How would you rate the voice clarity of your GSM mobile connection?

Excellent 16 16
Good 58 58
Average 21 21
Poor 5 5
Total 100 100 %
Interpretation
The above graph shows the rating given by GSM mobile users to the voice
quality.16% GSM users are delighted with quality and 58% users are satisfied
with that.
GFGC, Shivamogga 41
Table No. 4
How would you rate network coverage strength on GSM mobile
connection?
Excellent 46 46
Good 32 32
Average 17 17
Bad 5 5
Total 100 100%
Interpretation
The above graph depicts the coverage strength experienced by the GSM
users. GSM users are getting better coverage strengths. 46% GSM users are
highly satisfied with network coverage. 32% users are satisfied, 5%are not
satisfied with that.
GFGC, Shivamogga 42
Table No. 5
How would you rate supplementary facilities like call wait, call hold, call
forward, call divert, call conference on GSM mobile connection?

Excellent 24 24
Good 38 38
Average 34 34
Bad 4 4
Total 100 100%
Interpretation
The above graphs shows the satisfaction level of GSM mobile users 24%
users are highly satisfied, 38% are satisfied, 34% are find it average and 4%
are dissatisfied with supplementary services offered to them.
GFGC, Shivamogga 43
Table No. 6
How would you rate the Internet connectivity and data transfer service on GSM?
Answer No.of respondents Percentage %
Excellent 30 30
Good 56 56
Average 14 14
Bad 0 0
Total 100 100
Interpretation
Still many people are not aware of internet services offered to them by their
services provider. GSM users are more satisfied with the internet and data
services offered to them then other competitors. 30% users are highly
satisfied, 56% are found it good, and 14% are average satisfied with that.
GFGC, Shivamogga 44
Table No. 7
How would you rate security and confidentiality regarding call theft on GSM mobile
connection?
Excellent 10 10
Good 40 40
Average 38 38
Bad 8 8
Total 100 100
Interpretation
The above graph shows that security and confidentiality regarding call theft
on GSM mobile connection is good as number of respondents consider it at
satisfactory level. 10% users find it excellent, 40% users find it good, 38%
users find it average, and 8% users find it not at satisfactory level.
GFGC, Shivamogga 45
Table No. 8
How would you rate the price of your GSM handsets compared to
CDMA?

Expensive 45 45
Cheaper 33 33
Same as CDMA handset 22 22
Total 100 100
Interpretation
Very less 33% users said that GSM handsets are cheaper. Majority of GSM
users i.e.45% said that GSM handsets are more expensive than CDMA
handset.
Table No. 9
How would you rate tariff rate of your Tata Docomo prepaid connection?
GFGC, Shivamogga 46
Excellent 8 8
Good 36 36
Average 50 50
Bad 6 6
Total 100 100
Interpretation
8% Tata Docomo mobile users find it excellent, majority of users 50% find it
average, 6% are not satisfied with it.
GFGC, Shivamogga 47
Table No. 10
How would you rate STD tariff plans of Tata Docomo communication?

Excellent 35 35
Good 45 45
Average 17 17
Bad 3 3
Total 100 100 %
Interpretation
The above graph shows that 35% respondents are delighted with the STD
tariff plans. 45%are satisfied with that.17% find it average and 5% are not
satisfied with it.
GFGC, Shivamogga 48
Table No. 11
How would you rate the customer care service of Tata Docomo mobile
connection?
Excellent 9 9
Good 21 21
Average 40 40
Bad 20 20
Total 100 100
Interpretation
When I asked the customers of Tata Docomo about the services of Tata
Docomo customer care 9% said that it is excellent. And most of customers
find it average. Some of them said they are not satisfied with their services.
GFGC, Shivamogga 49
Table No. 12
How would you rate the overall performance of GSM technology based
on your experience with it?

Excellent 8 8
Good 38 38
Average 42 42
Bad 12 12
Total 100 100
Interpretation
37.5% people find it good and majority of people find it average. There are
some people who are not having the good experience with that.
GFGC, Shivamogga 50
Table No. 13
According to you what is the biggest strength of GSM mobile?
Voice clarity 31 31
Cheaper internet facilities 28 28
with less expensive handsets
Cheaper handset with more 24 24
features
Less chances of handset theft 17 17
Total 100 100
Interpretation
Majority of GSM users consider good voice clarity as the biggest strength of
GSM. According to 17% of users lesser chances of handset theft is the biggest
strength of GSM.24% of users say that cheaper handset with more features
make GSM a popular choice.
GFGC, Shivamogga 51
Table No. 14
How would you rate international roaming facility on GSM mobile
connection?

Excellent 15 15
Good 45 45
Average 25 25
Bad 15 15
Total 100 100
Interpretation
Majority of people find international roaming facility is not satisfactory. 45%
find its good 15% find its not satisfactory.
GFGC, Shivamogga 52
Table No. 15
Do you think GSM will dominant in the future?

Yes 35 35
No 60 60
Can’t say 5 5
Total 100 100
Interpretation
35% users consider that GSM will be dominant in the future. 60% don’t
consider so. 5% users remain silent on this question.
GFGC, Shivamogga 53
Chapter 5
GFGC, Shivamogga 54
Chapter 5
Findings
 It is found that Tata Teleservices is the first company to launch prepaid 1
pec. p/sec. services in the country.
 The call rates are found to be at par with the other competitors.
 The availability of the recharge voucher was found good. But some time it
is not available.
 Most of the respondents found the customer care service is not
satisfactory.
 Nearly all the respondents told that Quick Problem Solving is desirable
quality in the customer care Executives.
 The queries and problem of the customer were solved but not immediately,
there is a scope for improvement.
 More stress was given on customer acquisition then satisfying the Existing
customers.
 While conducting a survey it was found that still many people are not
aware of the term GSM and CDMA even they basic difference between
them.
 The voice clarity of GSM is batter than CDMA. When CDMA phones are
near any digital or magnetic instrument the poor crack due to interference
and also cross connection problems are faced by some of the users.
 GSM users are satisfied with good coverage strength anywhere.
GFGC, Shivamogga 55
 Many people who are interested in internet connectivity and data transfer
services get attracted to GSM. As internet connectivity and data transfer is
cheaper with GSM.
 It is found that international roaming facility is not so good as is should be.
 Supplementary facilities like call wait call forward, call hold, call divert,
call conference is satisfied the users.
 It is found that overall performance of GSM technology is good.
GFGC, Shivamogga 56
SUGGESTION
 The availability of recharge voucher should be made available when

required by the customers. As this give the good impression about the
company.
 The network coverage is another asset for the company’s image, which
needs to be preserved in future.
 The overall image of the customer care services was found to be good but
with some loopholes related to delays in problem solving.
 The company should be more prompt in handling the queries and problem
of the customer, which is vary essential for the prepaid card so as to retain
the customers with the company in future.
 The customer care executives should be more efficient in handling the
customer and also more friendly and polite their conversation ,while
dealing with the customer.
 After sales service is required to be maintained properly, which is not up to
the mark.
 Call rates is affordable so it should be maintained at this level.
 Many people are using mobile, but majority of them are not aware of the
technology they are using . many tine it happens that a person doesn’t
know which technology satisfied his need. Hence awareness should be
created among them regarding advantages and differences in the
technology.
 Supplementary facilities like call wait, call forward, call hold, call divert,
call conference should be made more effective to attract customers.
GFGC, Shivamogga 57
CONCLUSION
After analyzing and interpretation of the various graphs and findings I have
arrived at the conclusion that the overall satisfaction level of GSM prepaid
customer is good. In some reference and in other they are not satisfied. As
Tata communication is a brand name in itself so customer feel good for that
and also expects a lot from that. And when their expectations don’t match
with company service, whatever they provide, they become dissatisfied.
For long run process brand image and price plays a vary important role in
success and elements of brand equity are:
The awareness it enjoy, the advertising viewer ship it has the image or
perceived quality in the mind of customer, advertising association and
symbol. Successful development of brand equity that drives the mark
position, persisting over long period of time and is capable of resisting
competitors.
The new competition is not between what companies produce in their

factories, but between what value they add to their products in the form of
maximum customer satisfaction, after sales service etc.
GFGC, Shivamogga 58
ANNEXURE
Questionnaire
Bibliography
GFGC, Shivamogga 59
Questionnaire
Dear Sir/Madam,
I am a student of final BBM at GFGC, Shivamogga. I have under

taken a project work entitled. “CUSTOMER SATISFACTION
TOWARDS TATA DOCOMO NETWORK SERVICE, SHIVAMOGGA ”.
Hence this questionnaire has been prepared for collecting data from
you.
I request you to kindly spare your valuable time to go through and fill
in the questionnaire.
Thanking you
Yours faithfully
Hemalatha .J
Personal details:
1) Name :
2) Address :
3) Occupation :
4) Gender : Male [ ] Female []
5) Are you using mobile?

a) Yes []
GFGC, Shivamogga 60
b) No []
6) Does it really matter whether you go for GSM or CDMA?
a) Yes []
b) No []
7) How would you rate the voice quality of your GSM mobile connection?
a) Excellent []
b) Good []
c) Average []
d) Bad []
8) How would you rate network coverage strength on GSM mobile

connection?
a) Excellent []
b) Good []
c) Average []
d) Bad []
9) How would you rate supplementary facilities like call wait, call hold, call
forward, call divert, call conference on GSM mobile connection?
a) Excellent []
b) Good []
c) Average []
d) Bad []
GFGC, Shivamogga 61
10) How would you rate international roaming facility on GSM mobile
connection?
a) Excellent []
b) Good []
c) Average []
d) Bad []
11) How would you rate internet connectivity and data transfer service on
GSM?
a) Excellent []
b) Good []
c) Average []
d) Bad []
12) How would you rate security and confidentiality regarding call theft on
GSM mobile connection?
a) Excellent []
b) Good []
c) Average []
d) Bad []
13) How would you rate dual personal and business number facility on
GSM mobile connection?
a) Excellent []
b) Good []
c) Average []
GFGC, Shivamogga 62
d) Bad []
14) How would you rate the price of your GSM handsets compared to
CDMA?
a) Expensive []
b) same as CDMA handsets [ ]
c) Cheaper []
15) How would you rate tariff rate of your Tata Docomo prepaid
connection?
a) Excellent []
b) Good []
c) Average []
d) Bad []
16) How would you rate STD tariff plans of Tata Docomo
communication?
a) Excellent []
b) Good []
c) Average []
d) Bad []
17) How would you rate the customer care service of Tata Docomo mobile
connection?
a) Excellent []
b) Good []
GFGC, Shivamogga 63
c) Average []
d) Bad []
18) 14 How would you rate the overall performance of GSM technology
based on your experience with it?
a) Excellent []
b) Good []
c) Average []
d) Bad []
19) According to you what is the biggest strength of GSM mobile?

Voice clarity
Cheaper internet facilities with less expensive handsets
Cheaper handsets with more features.
Less chances of handset theft.
20) According to you what is the biggest weakness of GSM mobile?

Less flexibility of changing service provider.
International roaming very limited.
GFGC, Shivamogga 64
21) Based on your experience with GSM technology are you likely to
recommend GSM technology to your friends and relatives who may be
planning to purchase a new mobile?
a) Yes []
b) No []
c) can’t say []
22) Any Suggestions

……………………………………………………………………….
Date: Signature
GFGC, Shivamogga 65
BIBLIOGRAPHY
Text Books:
Human Resources and Personal Management – 4th Edition 2003 –
Ashwathappa K, - Himalaya Publishing House.
Industrial Relations – S.KC. Srivastava – 5th Edition 2001 – Vikas Publishing
house.
Web address:
www.tatadocomo.com
www.google.com
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CUSTOMER SATISFACTION TOWARDS TATA DOCOMO

NETWORK SERVICE, SHIVAMOGGA

Communication is the lifeblood of business. In present fast moving days,

It helps in order to carry our regular or day-to-day operations quickly and in

TATA DOCOMO is Tata Teleservices Limited's TTSL telecom service on the

Need of the study

Objectives of the study

Scope of the study

Communications is among the Tata Group's larger investments, with over

Tata Teleservices Limited also has a significant presence in the 2G GSM

Tata Teleservices is the undisputed market leader in the fixed wireless

Tata DOCOMO is Tata Teleservices Limited's telecom service on the GSM

NTT DOCOMO has played a major role in the evolution of mobile

Tata DOCOMO has also set up a 'Business and Technology Coordination

Awards and Recognition

The measurement of the customer satisfaction typically begging when a

General Idea about the satisfied customer :

Increasing competition (whether for-profit or nonprofit) is forcing businesses

Listen to your customers.

Promotion is fundamentally a tool to help apprise consumers of products and

GSM Postpay Plans

Power 299 Plan

Power 199 Plan

3G Power 499 Plan

3G Power 799 Plan

Power 599 Plan

3G Datacard SIM Prepay Plans

3G Data plan @ Rs 499 (Open Market )

GSM Postpay Plans

Power 299 Plan

3G Power 499 Plan

3G Power 799 Plan

Unlimited Local calls and 3G Data Plan @ Rs 899

Unlimited Talktime and 3G Data Plan @ Rs 1299

MRP (Rs.) Local + National + Data Validity

MRP (Rs.) Data Validity

Rental (Rs.) Local + National Data Validity

MRP (Rs.) Data Validity

Price Validity Description

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 The availability of recharge voucher should be made available when

The new competition is not between what companies produce in their

I am a student of final BBM at GFGC, Shivamogga. I have under

5) Are you using mobile?

8) How would you rate network coverage strength on GSM mobile

19) According to you what is the biggest strength of GSM mobile?

20) According to you what is the biggest weakness of GSM mobile?

22) Any Suggestions

Human Resources and Personal Management – 4th Edition 2003 –

Ashwathappa K, - Himalaya Publishing House.

Industrial Relations – S.KC. Srivastava – 5th Edition 2001 – Vikas Publishing

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