SUMMER TRAINING REPORT On

CUSTOMER SATUSFACTION LEVEL OF VIDEOCON PREPAID CUSTOMERS

Videocon Mobile Services(Videocon Industries limited)

Submitted in partial fulfillment of the requirements of Post Graduate Programme by Vishal Chauhan

Batch: 2010-2012

Roll No.PG20102427

IILM Institute for Higher Education Gurgaon

ACKNOWLEDGEMENT
Working with Videocon Mobile Services has been an educative, interesting and motivating experience.I would hereby like to extend my gratitude to the following people without whose co-operation and help at every stage, successful completion of the project would have been impossible.

First of all, I would like to express my profound gratitude and sincere thanks to Mr. Vishal Singh Negi (Sr. Sales Manager) to give me the opportunity to work in Videocon Mobile Services, Chandigarh.

I am also sincerely thankful to Yogesh Chandna(Sr Sales Executive), who has been my valuable and supportive Team member with whom I have been given the opportunity to understand the depth of telecom sector . Also I cannot forget to give a special thanks to all the immediate superiors and my fellow interns who have guided/helped me during this internship project.

Last but not the least, I would also like to thank IILM Gurgaon and Assistant Dean Mr. Rahul Mishra for providing me the opportunity to put theoretical inputs gathered at the institute to practice. I also feel a sense of gratitude towards Ms.Aparna Kaushik, my faculty mentor who took personal interest in the progress of the project and my parents, relatives and friends for their moral support.

THANK YOU!

CONTENTS
Declaration Executive Summary Objective Chapter 1: Industry profile Telecom Sector .. .. ...

Page No 4 .5 .6

Chapter 2: Company profile Videocon Industries limited CSR initiatives Chapter 3: Market Research- Customer Satisfaction Level Introduction Analysis Conclusion Limitation of the project Recommendation Learnings References Questionnaire Organization Information Docket .. .. . .. 15 .. 16 .31 . 32 .. 33 34 .. 35 36 ... 38 11 .. 12

ANNEXURE II - DECLARATION FORM

I hereby declare that the Project work entitled___________________________________________ _____________________________________________ (write the title in Block Letters) submitted by me for the Summer Internship during the Post Graduate Program to IILM Institute for Higher Education is my own original work and has not been submitted earlier either to IILM or to any other Institution for the fulfillment of the requirement for any course of study. I also declare that no chapter of this manuscript in whole or in part is lifted and incorporated in this report from any earlier / other work done by me or others.

Signature of Student: _____________ Name of Student: ________________

Signature of Company Mentor: ___________ Name of Company Mentor: ______________ Designation: __________________________

Date: Place:

Date: Place:

EXECUTIVE SUMMARY

This report is all about the Market research done in the emerging telecom market in Punjab (chandigarh). Various Market research are taken by Videocon every year. In Telecom market, everyday there are tons of users that are being added to the list and Punjab circle being one of the top revenues circles to the telecom companies

Videocon being one of the latest entrant in telecom sector started their opertaions in mobile services from Mumbai & Chennai and not so long ago they entred into Punjab in the copetetive air where already major players like Airtel and Vodafone were operating and were having the biggest customer database PAN PUNJAB

OBJECTIVES

The Main purpose behind doing these project was

y

In other ways To check out the customer satisfaction level of VIDEOCON mobile users OR The other purpose of study was to find out the main factors affecting the Customer base of Videocon Mobile Services(mainly from price and connectivity)

Thus base on the above objectives this report has been made.

Chapter 1 INDUSTRY PROFILE

TELECOM SECTOR PROFILE

The Indian Telecommunications network is the third largest in the world and the second largest among the emerging economies of Asia. Today, it is the fastest growing market in the world. The telecommunication sector continued to register significant success during the year and has emerged as one of the key sectors responsible for India s resurgent India s economic growth. Growth This rapid growth has been possible due to various proactive and positive decisions of the Government and contribution of both by the public and the private sector. The rapid strides in the telecom sector have been facilitated by liberal policies of the Government that provide easy market access for telecom equipment and a fair regulatory framework for offering telecom services to the Indian consumers at affordable prices. Wireline Vs Wireless It has also undergone a substantial change in terms of mobile versus fixed phones and public versus private participation. The preference for use of wireless phones has also been predominant in the sector. Participation of the private entities in the telecom sector is rapidly increasing rate there by presenting the enormous growth opportunities. There is a clear distinction between the Global Satellite Mobile Communication (GSM) and Code Division Multiple Access (CDMA) technologies used and the graph below shows the divide between the two. Segment wise Status Wireline Services With increasing penetration of the wireless services, the wireline services in the country is becoming stagnant. On the other hand, Broadband demand has picked up and promises to stabilise fixed line growth. GSM Sector In terms of the Global System for Mobile Communication (GSM) subscriber base this now places India third after China and Russia.China had 401.7 million GSM subscribers CDMA Services CDMA technology was introduced in India as a limited mobility solution. The introduction of CDMA services has created competition, lowered tariffs and offered many citizens access to communication services for the first time Internet Services Internet services were launched in India on August 15, 1995. In November 1998 the government opened up the sector to private operators. A liberal licensing

regime was put in place to increase Internet penetration across the country. The growth of IP telephony or grey market is also a serious concern. Government loses revenue, while unlicensed operation by certain operators violates the law and depletes licensed operators market share. New services like IP-TV and IP-Telephony are becoming popular with the demand likely to increase in coming years. The scope of services under existing ISP license conditions are unclear. Manufacture of Telecom Equipment Rising demand for a wide range of telecom equipment, particularly in the area of mobile telecommunication, has provided excellent opportunities to domestic and foreign investors in the manufacturing sector. The last two years saw many renowned telecom companies setting up their manufacturing base in India. Ericsson has set up GSM Radio Base Station Manufacturing facility in Jaipur. Elcoteq has set up handset manufacturing facilities in Bangalore. Nokia set up its manufacturing plant in Chennai. LG Electronics set up plant of manufacturing GSM mobile phones near Pune. The Government has already set up Telecom Equipment and Services Export Promotion Forum and Telecom Testing and Security Certification Centre (TETC). A large number of companies like Alcatel, Cisco have also shown interest in setting up their R&D centers in India. With above initiatives India is expected to be a manufacturing hub for the telecom equipment.

POLICY AND INITIATIVES Regulatory Framework The Telecom Regulatory Authority of India (TRAI) was set up in March 1997 as a regulator for Telecom sector. The TRAI s functions are recommendatory, regulatory and tariff setting in telecom sector. Telecom Disputes Settlement and Appellate Tribunal (TDSAT) came into existence in May, 2000. TDSAT has been empowered to adjudicate any dispute between a licensor and a licensee between two or more service providers between a service provider and a group of consumers hear and dispose of appeal against any direction, decision or order of TRAI Tariffs for telecommunication services have evolved from a regime where tariffs were determined by Telecom Regulatory Authority of India to a regime where tariffs are largely under forbearance. TRAI intervenes by regulating the tariffs for only those services, the markets of which are not competitive. Universal Service Obligation Fund (USOF) exclusively for meeting the Universal Service Obligation was established in April, 2002. The Universal Service Levy is presently 5 per cent of the Adjusted Gross Revenue (AGR) of all telecom service providers except the pure value added service providers like Internet, Voice Mail, E-Mail service providers etc. Indian Telegraph Act has been amended in October 2006 to provide support for all telegraph services including mobile and broadband to bridge the digital divide. With the introduction of the Unified Access Licensing Regime, operators can offer telecom

access services to consumers in a technology neutral manner, subject to fulfilling certain conditions. Introduction of this regime has also broken the legal/regulatory impasse between the cellular and basic service providers. Issuance of Intra-Circle Merger and Acquisition Guidelines provide investors an opportunity to take stakes in existing telecom operations. 2.2 Government Initiatives The Government has taken the following main initiatives for the growth of the Telecom Sector: All telecom services have been opened up for free competition for unprecedented growth 217 (Information Technology Agreement) ITA-I items are at zero Customs Duty. Specified capital goods and all inputs required to manufacture ITA-I, items are at zero Customs Duty Availability of low cost mobile handsets The international Long Distance Services (ILDS) opened with effect from April 2002. Calling Party Pays (CPP) regime was implemented with effect from 1st May Guidelines for Unified Access Service License regime were issued in November 2003, 27 licenses out of 31 Basic Service Licenses were converted to Unified Access Service Licenses In April 2004, license fee for Unified Access Service Providers (UAS) was reduced by 2 per cent License fee for infrastructure Provider-II reduced from 15 per cent to 6 per cent of the Adjusted Gross Revenue and spectrum charges between 2 to 4 per cent in June 2004 Entry fee for NLD licenses was reduced to Rs. 2.5 Crore from Rs. 100 Crore. Entry fee for ILD reduced to Rs. 2.5 Crore from Rs. 25 Crore Lease line charges have been reduced to make the bandwidth available at competitive prices to facilitate growth in IT enabled services One India plan i.e. single tariff of Re. 1/-per minute to anywhere in India was introduced from 1st March 2006 by the Public Sector Undertakings. This tariff was emulated by most of the private service providers also. This scheme has led to death of distance in telecommunication and is going to be instrumental in promoting National Integration further The robust telecom network has also facilitated the expansion of BPO industry that is having 500,000 employees now and adding 400 employees per day. Annual license fee for National Long Distance (NLD), International Long Distance (ILD), Infrastructure Provider-II, VSAT commercial and Internet Service Provider (ISP) with internet telephony (restricted) licenses was reduced to 6 per cent of Adjusted Gross Revenue (AGR) with effort from Jan 2006. The Government s policy is neutral on use of technology by telecom service providers subject to availability of scarce resources such as spectrum etc. Licence Fees 6-10 per cent of Adjusted Gross Revenue (AGR)

Chapter 2 COMPANYPROFILE

Videocon Telecommunications limited

Videocon Telecommunications Limited, a Videocon group company offers GSM mobile services GSM service under the brand name Videocon. The services are already up and running in Tamil Nadu( including Chennai ),Punjab*, Haryana and soon will be present across the country. The Videocon Group is a $4 billion, global business conglomerate with a strong presence in Household Consumer Goods, Oil & Gas, Retail, Telecom, DTH and the Power sector. The Videocon group has constantly leveraged a culture of innovation to develop a range of market re-defining products. The Group has several manufacturing facilities globally and R&D centers spread across America, Europe and Australia that are constantly working towards creating global quality products deploying the most up-to-date technology. Videocon has one of the largest distribution networks in India with a nation-wide presence. The Group has a full range of products in Flat Panel Devices (LCD s) and CTV s, Washing Machines, ACs, Refrigerators, Home Theater systems, microwave ovens, food processors, and sophisticated small home appliances. Recently the group also successfully launched a range of Mobile Handsets and next-generation Direct-to-Home television services and world s first satellite TV.

Apart from having a stronghold in the domestic market, the company has a significant market share in the global arena as well. Videocon exports consumer electronics and home appliances to markets in the Middle East and Europe, West Asia, Latin America and South East Asia. The Group is rated among India s Top 15 Business Houses and is listed among the 100 Emerging Giants of the World according to a Boston Consulting Group study in addition to being rated amongst the Top 15 of India s buzziest brands by agencyfaqs in 2010.

Corporate Social Responsibilities (CSR) of Videocon Telecommunications limited

As a socially responsible organization, Videocon aims to help the people to enrich their lives and ensure the health and safety of their workforce and community. Company through its CSR initiatives tries to minimize the adverse impact while taking steps to protect and enhance the natural environment. Some of the specific CSR initiatives that Company have undertaken are as follows:Specific CSR initiatives The company s CSR activities covers more than 50 villages inRemote areas of Punjab where the company is involved in providing fresh drinking water, sanitation facilities, and medical facilities thereby enhancing their income standards by imparting vocational training. Videocon had provided grants for opening schools to support the growing education structure. Videocon have involved in the activities such as Veterinary assistance, Adult literacy, Entrepreneur Development program, Construction of infrastructure etc. Besides all the above CSR initiatives, Videocon also extended their support towards activities such as Fish Landing Centre, support to government hospitals, Support for street lights, construction for crematorium and other related activities as this.

Philosophy & Resolve

No business can function in a vacuum. There is the society at large with which it engages in innumerable transactions; the more involved the engagement, the better its qualitative and quantitative effect on the business. Aware of this debt to society, a successful corporate like Videocon is committed to fulfilling its obligations: both as providers of outstanding products as well as sterling community initiatives. They include, among others, a first-rate academic haven for the high-school education of underprivileged girls and a 100% world-class, charitable hospital specializing in cancer and heart surgery for the benefit of society s marginalised sections. Videocon s deep-rooted commitment to environment conservation translates into process improvements that help recycle CRT glass, curb carbon emissions and other pollutants. Among others, the group s India glass plant has supported a large-scale initiative like the plantation of over 2,00,000 teak trees. Apart from material support, society needs spirit; that vital ingredient that makes the difference between living life and merely existing. Videocon is inspired heavily by the uplifting nature of sports; its power to generate mass passion, where innumerable hearts throb as in unison; its ability to draw people together irrespective of differences in race, religion, gender or caste. Unity of spirit and purpose is ultimately what builds bridges between diverse cultures. This is the core belief of a group that has operations spread over a cross-cultural milieu worldwide. Videocon supports mass sports for another reason: at the heart of sports is fair play, a virtue that enjoys exalted status among values cherished by Videocon. The group s sponsorship of cricketing events across the globe underlies its commitment and passion for sports as well as its goal to uplift the spirits of a global audience. Videocon has not forgotten the grassroots either; the Videocon School of Cricket launched in Kolkata under the guidance of former India captain, Saurav Ganguly, aims to inspire budding cricketers in the age group of 10 to 17 years to greater heights. Hospital In the memory of founder Videocon runs a world class hospital with the latest equipments, MRI, CT scan machines run by dedicated doctors specializing in Cancer and heart surgery. The hospital is 100% charitable and caters to the people in Indian villages which cannot even support their families let alone afford medicines. Schools The group runs a world class school dreamt by our LATE founder in the village of Gangapur, dedicated to giving high quality high school education to underprivileged girls inspiring them to aim higher and work for the development of the country. Creative quality circle team won manufacturing trophy for excellence case study in 3rd convention held at Jawaharlal Nehru Engineering College Aurangabad and distinguished award in 17th National Convention at Madurai between 04/12/2008 to 07/12/2008.

BHARARI Team won distinguished award in 3rd convention of at Jawaharlal Nehru Engineering College Aurangabad and also won excellence award in 17th national convention at Madurai between 04/12/2008 to 07/12/2008. Best of the best trophy in mini convention at Jawaharlal Engineering Collage on 17/02/2005. MANTHAN: QC team IGQA Dept won distinguished award in 18th national convention held at Ruparel College from 27/12/2009 to 30/12/2009.

Sports Cricket The Videocon School of cricket was launched in Kolkata to train budding talent in the age group of 10 to 17. The academy has been undertaken in cooperation with the captain of the Indian cricket team, Saurav Ganguly, who has been designated Chief Coach. It aims to put about 700 students through the paces every year. Sponsorship of cricketing events across the globe underlies Videocon's commitment and passion for sports as well as its goal to connect with a global audience. Sponsorship Videocon is inspired heavily by the uplifting values perpetuated by sports. Its ability to draw people together irrespective of differences in race, gender, religion and country. Unity of spirit and purpose is ultimately what builds bridges between diverse cultures. This is the core belief of a group that today has operations spread over a cross-cultural milieu worldwide. Also, at the heart of sports is fair play, a virtue which enjoys exalted status among values cherished by Videocon. The group has been deeply involved in supporting sports. Its sponsorship of cricketing events across the globe underlies its commitment and passion for sports as well as its goal to connect with a global audience. It is a matter of pride that Videocon's Audio Visual products entertain enthusiasts and fans passionate about watching sports worldwide. Energy Conservation The Company consistently pursues reduction in energy consumption in its manufacturing process on an ongoing basis. An overall awareness has been created among the employees/workers to avoid wastage of water and power by shutting the power off when not in use. A parameter has been developed in office atmosphere to shut power off for some part of day so as to take up manual work and

complete the manual activity during that part of the day. The lighting fixture in the administrative areas has been optimized. A Quality team has been appointed to closely monitor the consumption of fuel and lying emphasis on non-conventional energy sources. The group takes environment conservation seriously. It is working to equip its facilities with methods that help recycle CRT glass, curb carbon emissions and other pollutants. Videocon's India glass plant has supported plantation of over 2,00,000 teak trees.

INTRODUCTION
This project waqs based on SPSS which is software that helps to perform various statistical procedures. With the help of SPSS, one can perform various statistical functions like ANNOVA, T-test, F-test. Factor Analysis. It is helpful for the analysis of the output. This report is all about using SPSS to analysis the customer satisfaction level for a pre-paid customer. With a sample size of 75 from the areas of punjab, this survey has been performed keeping in mind different parameters. For analysis we have taken three main parametersPrice, Connectivity and Overall service. Keeping in mind the above three parameters and our objective of the analysis, we have set our hypothesis as: H0: There is Customer Satisfaction level for Airtel Pre-Paid Customers H1: There is no Customer Satisfaction Level for Airtel Pre-Paid Customers Thus, with the two hypothesis in our mind and with the help of the questionnaires, we have performed various statistically function in SPSS to get the result whether the hypothesis is accepted or rejected. The different statistical tools we used in SPSS are:1. Frequencies and Descriptive. 2. Histograms 3. Cross tabs

4. Correlation 5. Regression 6. t- Test 7. Chi- Square 8. One-Way ANNOVA 9. Non Parametric Test- Man Whitney Test and Two-Sample Kolmogorov-Smirnov Test

Overall-Service is taken as Dependent Variable and Price and Connectivity as Independent Variables.

ANALYSIS
10. FREQUENCY: - Frequencies is one of the simplest yet one of the most useful of all SPSS procedures. With the help of Frequencies, one can easily predict the result with the help of graphs and charts. Thus with the histogram, let analysis the below charts.
Price Frequency Valid best good poor worst Total Missing Total System 9 55 10 1 75 15 90 Percent 10.0 61.1 11.1 1.1 83.3 16.7 100.0 Valid Per cent 12.0 73.3 13.3 1.3 100.0 Cumulative Per cent 12.0 85.3 98.7 100.0

ANALYSIS:- This shows that the good have more influences in price.

ANALYSIS:- Connectivity have influence to overall service

11. DESCRIPTIVE ANALYSIS: - It is another frequently used SPSS procedure. Descriptive statistics are designed to give information about the distribution of the variables- Price, Connectivity and Overall Service.

ANALYSIS:- As mentioned above, the descriptive statistics tables shows that from 75 sample and taking the above three parameters, the minimum for all three is 1.00 and maximum for overall-service, price and connectivity is 5, 4 and 3 respectively. The mean and the standard deviation for the three parameters are also mentioned. This means that keeping overall service dependent, Connectivity have more influence both in terms of mean= 2.0800 and std. Deviation= 0.80135.

12. CROSSTABULATION: - Cross tabs is nothing but to both the data of various variables in different rows and columns as per their group so that analysist can analysis it better. It

gives a clear picture of the overall data. Thus the cross tabs for the parameters Price and connectivity in reference to the Overall-Service( Depended variable) are:Case Processing Summary Cases Valid N Overall service * connectivity Overall service * Price 75 75 Percent 83.3% 83.3% N 15 15 Missing Percent 16.7% 16.7% N 90 90 Total Percent 100.0% 100.0%

Overall service * connectivity Cross tabulation Count connectivity Very bad Overall service excellent good average bad very bad Total 3 13 5 0 0 21 Satisfactory 4 14 7 1 1 27 Very good 3 17 5 2 0 27 10 44 17 3 1 75 Total

Overall service * Price Cross tabulation Count Price best Overall service excellent good average bad very bad Total 6 2 1 0 0 9 good 4 39 10 1 1 55 poor 0 3 5 2 0 10 worst 0 0 1 0 0 1 10 44 17 3 1 75 Total

ANALYSIS: - The Case Processing Summary shows the Valid, Missing, and Total cases. The high percent of missing cases (16.7 %) here reflects the people who were not asked this particular question in the survey. The Valid N is the number of cases used in the table which is 75. In the next table we have overall service with the connectivity. Here connectivity is in the column side which is divided into 3 segments .They are Very bad, satisfactory and Very Good. The overall service has been classified into 5 segments. They are Excellent, good, average, bad, very bad. We found that: Among the total respondents 44 have allotted overall service as good out of which 17 have very good connectivity .So this shows that connectivity plays a very important decisive role for overall service. Here Cramer s v shows a value of 0.168 which shows strong relationship. In the cross tabulation table we have considered overall service with price. Here again 44 respondents has allotted good overall service out of which 39 says price is good. So price also has a very good impact on overall connectivity and Cramer s v value is also greater than the previous one which is 0.434. So this shows that price has larger impact on overall service. 13. CORRELATION: Two variables are said to be co-related when they vary in respect with each other such that the changes in one variable associated with the change in other variable in the same or in the opposite direction.

The date which we have taken is from Bharati Airtel which comprises of four variables i.e. users, price, connectivity, and overall service. We will try to analyse the data through different analytical tools and try to find out the relationship. As we all know the value of correlation lies between -1 to +1. Correlations users users Pearson Correlation Sig. (2-tailed) N Price Pearson Correlation Sig. (2-tailed) N connectivity Pearson Correlation Sig. (2-tailed) N Overall service Pearson Correlation Sig. (2-tailed) N 75 -.026 .827 75 -.112 .338 75 .030 .796 75 75 .144 .217 75 .481** .000 75 75 .059 .615 75 75 1 Price -.026 .827 75 1 connectivity Overall service -.112 .338 75 .144 .217 75 1 .030 .796 75 .481** .000 75 .059 .615 75 1

**. Correlation is significant at the 0.01 level (2-tailed).

ANALYSIS: - The table shows correlation of the variables with each other. It shows very weak correlation between the variables. For users it is -.026 with price, -.112 with connectivity and .030 with overall service. It shows that these variables have very less or no impact on the users. The similar output is for price, connectivity and overall service. The only correlation which is

showing moderate positive results is of price and overall service. It is .481; means with the change in price overall service will also change in the same direction. But the point of consideration here is that the significance of this correlation is negligible. It shows that the probability of this output is rarely possible. There is another way of calculating correlation. We know that correlation only measures linear relationships. So it is a good idea to create a scatter plot of the data before computing correlations, to see if the relationship between the variables is linear. If it is linear, the scatter plot resembles more or less a straight line. The following graph represents users and price. We can see that the graph is very much scattered and thus the correlation which we will be getting is very weak (as shown in the above table)
Variables Entered/Removed

Model 1 2

Variables Entered Price connectivity

Variables Removed . .

Method Enter Enter

a. All requested variables entered. b. Dependent Variable: Overall service

14. REGRESSION: - Simple Regression helps us to come to more accurate inferences. It determines the probability that the inferences are sound. It shows the causal effect of a dependent variable on an independent variable.

Model Summary

Model 1 2

R .481a .481b

R Square .231 .231

Adjusted R Square .221 .210

Std. Error of the Estimate .68522 .68991

ANOVAc

Model
1

Sum of Squares 10.312 34.275 44.587 10.316 34.270 44.587

df 1 73 74 2 72 74

Mean Square 10.312 .470

F 21.962

Sig. .000a

Regression Residual Total

Regression Residual Total

5.158 .476

10.837

.000b

a. Predictors: (Constant), Price b. Predictors: (Constant), Price, connectivity c. Dependent Variable: overall service

Coefficients

Model

Unstandardized Coefficients B Std. Error .303 .143 .348 .146 .101

Standardized Coefficients Beta

Sig.

(Constant) Price

.844 .671 .861 .673 -.010

2.787 .481 4.686 2.475 .482 -.011 4.620 -.101

.007 .000 .016 .000 .920

(Constant) Price connectivity

15. Dependent Variable: overall service

ANALYSIS: - The first table shows the variable entered/removed. As we have taken hierarchical regression so in the first place we have taken price and then after that we have considered connectivity as the second independent variable. Overall service remains the dependent variable. Model Summary: In that we have R value, R Square value, Adjusted R Square and Standard Error of estimate. R value: It shows the strength of relationship between dependent variable and the independent variable both the models have 48.1% relationship with the dependent variable. R Square value: The R-squared of the regression is the fraction of the variation in our dependent variable that is accounted for our independent variables. In regression with a single independent variable, it is the same as the square of the correlation between your dependent and independent variable. It represents the coefficient of determination. It is the ratio of the sum of squares explained by the regression model and the total sum of squares around the mean in the usual ANOVAs notation. So it represents the proportion of variance in one variable accounted for another variable. Model 1: Here 23.1% of the variance of overall service is accounted for price. Model2: Here 23.1% of the variance of overall service is accounted for both price and connectivity. Ra Square: This is the value which is used by independent variable for the dependent variable when they are nearly true. So they are adjusted by this value. Ra Square=R Square-[p (1-R Square)/N-P-1] The value shows that 22% of the value is found to be adjusted in Model1 whereas in Model2 we have only 20% of the value is adjusted. Standard Error of Estimate: The standard error is an estimate of the standard deviation of the coefficient, the amount it varies across cases. It can be thought of as a measure of the precision with which the regression coefficient is measured. If a coefficient is large compared to its standard error, then it is probably different from 0. It can be calculated by Square root of the residual divided by the degree of freedom which was nearly found out to be 68% which is acceptable as it is less than the coefficients.

ANOVA Table: When we come here we find the regression value and residual values of both model1 and 2. However the regression value of model 1 is found to be larger than the model2 which shows that price is the main cause of overall service whereas connectivity and price comes second. Coefficient Table: In this table we consider the unstandardized coefficients as there is no such linear relationship we found earlier between the independent and the dependent variables. So we can form the regression equation: Overall service (true): constant+ coefficient*price + residual Model1: Overall service (true): 0.844+ 0.671*price + 34.275 Model2: Overall service (true): 0.861+ 0.673*price -0.10*connectivity+ 34.270 So the above equations tell us that the null hypothesis is rejected as in Model 1 we see that overall service is getting impacted for price. As price increases one time overall service is increased by 0.671 times .Similarly in Model 2 we see that overall service is impacted both by price and connectivity. As price and connectivity increases one time overall service increases 0.673 times because of price and gets reduced 0.10 times with the increase in the connectivity.
Excluded Variables

Model

Beta In

Sig.

Partial Correlation

Collinearity Statistics Tolerance

connectivity

-.011a

-.101

.920

-.012

.979

a. Predictors in the Model: (Constant), Price b. Dependent Variable: overall service

Excluded Variable: Here connectivity shows collinearity statistics with a 97% collinearity with overall service. 16. T-TEST: - A t-Test is a procedure used for comparing sample means to see if there is sufficient evidence to infer that the means of the corresponding population distribution differs. As its already shown in Regression that connectivity have a significance level in Dependent Variable i.e. Overall Service, thus connectivity have be used for further tests and analysis..

Group Statistics

connectivity overall service Very bad Very good

N 21 27

Mean 2.0952 2.2222

Std. Deviation .62488 .75107

Std. Error Mean .13636 .14454

Independent Samples Test

Levine s Test for Equality of Variances

t-test for Equality of Means 95% Confidence Interval of the Difference Sig. (2Mean Std. Error tailed) Difference Difference

Sig.

df

Lower

Upper

overall service

Equal variances assumed Equal variances not assumed

.762

.387

-.624

46

.535

-.12698

.20338

-.53637

.28240

-.639 45.757

.526

-.12698

.19871

-.52703

.27306

ANALYSIS: - The above table shows the mean, STD Deviation and Std error of the two parameters- Overall Service (Dependent Variable) and Connectivity (Independent Variable). Standard Error is defined as the standard deviation divided by the square root of N=21. This is a measure of stability or sampling error of the sample mean. It is clearly observed in the first table that significance between the overall service and connectivity falls under Very Good category due to high mean= 2.222 and Std Deviation =0.75107. With the help of Independent Sample test, it is cleared that f value= 0.762 is used to determine if the variance of the two distribution differ significantly from each other. Since the Sig= 0.387, it indicated that the two variance do not differ significantly or connectivity have very little significance to Overall services. This means there must be other factors that have strong significance to overall service. The t-value is calculated as the difference between the means divided by the standard error. 17. CHI-SQUARE TEST: - Chi-Square compares expected frequencies with observed frequencies. Expected frequencies are those that would occur most often if the null hypothesis were true. We estimate the expected frequencies from our sample using the Column and Row totals (otherwise known as marginal totals ).SPSS do all the calculating.

overall service

Observed N Expected N excellent good 10 44 15.0 15.0

Residual -5.0 29.0

average bad very bad Total

17 3 1 75

15.0 15.0 15.0

2.0 -12.0 -14.0

Test Statistics

overall service Chi-Square df Asymp. Sig. 80.667a 4 .000

a. 0 cells (.0%) have expected frequencies less than 5. The minimum expected cell frequency is 15.0.

ANALYSIS: - In the first table we have the cross tabulation which shows the relationship between

the independent and dependent variable. In the second table which is the main Chi Square we get all the value. First is the alternative statistics Continuity Correction is supposed to provide improved results for small samples but it is rarely used. The Likelihood ratio is used for data that are log linear in nature. Fisher s Exact Text is often used as an alternative to the Pearson X2 when one or more cells contain less than 5 observations. Pearson Chi-Square results when one or more cells contain less than 5 observations cannot be trusted, hence the warning below the table. The Linear-by-Linear Association statistic is used when the variables are ordinal, but many simply use the Pearson for those as well. Column 2 shows the Chi Square values for each alternative test. The main one of interest is the Pearson Chi-Square value of 4.246. This number cannot be interpreted by itself; we need to know the p value associated with it. Column 2 shows the Degree of freedom which is a value used by SPSS to determine how the chi-square statistic is distributed. Degrees of freedom are calculated (manually and by SPSS)

as: df = (R-1) x (C-1) where R = number of rows (subcategories of the independent variable), and C = number of columns (subcategories of the dependent variable). The more degrees of freedom (tables with more cells), the larger the Chi Square values that are needed to achieve statistical significance.

Column 3 shows the p value, here labelled as Asymptotic Sig. Asymptotic is a mathematical term meaning a distribution in which a variable approaches infinity. Both tails of a normal curve do not end, and so here SPSS uses the term to describe a two-tailed statistic. The term itself is not important. In this case, the p value is .834, definitely of high significance. The Null Hypothesis is rejected. As we see that the p value is much less than the chi Square value So Null Hypothesis is rejected which means connectivity has impact on overall service. 18. NON PARAMETRIC TEST- MANN WHITNEY TEST: - The one of the important nonparametric test is MANN WHITNEY TEST.

Ranks

connectivity Overall service Very bad Very good Total

N 21 27 48

Mean Rank 23.69 25.13

Sum of Ranks 497.50 678.50

Test Statistics Overall service Mann-Whitney U Wilcoxon W 266.500 497.500

Z Asymp. Sig. (2-tailed)

a. Grouping Variable: connectivity

-.409 .682

ANALYSIS: - The mean rank for very good connectivity is higher (25.13) than very bad connectivity (23.69).The U statistic is the number of times the lower ranked group precedes the higher rank group i.e. by 266.500 times. The Z is the standardized score associated with the significance value = 0.682.Since sig value is higher than the Z value very good connectivity is not significantly higher than very bad connectivity . THE KOLMOGOROV SMIRNOV ONE SAMPLE TEST:-This test is designed to measure whether a particular distribution differs significantly from a normal distribution.
Frequencies

connectivity Overall service Very bad Very good Total

N 21 27 48

Test Statistics Overall serviced

Most Extreme Differences

Absolute

.074

Positive Negative Kolmogorov-Smirnov Z Asymp. Sig. (2-tailed) 19. Grouping Variable: connectivity

.000 -.074 .255 1.000

ANALYSIS: - The most extreme differences identify the greatest positive difference and negative difference between the sample and the hypothesis difference is the Z scores = 0.255. The Kolmogorov Smirnov Z indicates a probability of 1.Thus connectivity does not have significance to overall service as there can be other factors. Thus null hypothesis is rejected. 20. ONE-WAY ANNOVA:- Below is the one way an nova of overall service and connectivity

ANOVA

Overall service Sum of Squares Between Groups Within Groups Total .481 44.106 44.587 df 2 72 74 Mean Square .240 .613 F .392 Sig. .677

Below is the One-Way ANNOVA of overall service and Price

ANOVA Overall service

Sum of Squares Between Groups Within Groups Total 10.664 33.922 44.587

df 3 71 74

Mean Square 3.555 .478

F 7.440

Sig. .000

ANALYSIS: - This above two tables clearly shows that price have no significance whereas connectivity have 0.677 significance. This was all about the different test and its outcome.

CONCLUSION

After performing the various test in SPSS it s clear that price have no much significance to overall service which is actually the dependent variable. Only connectivity has significance. Thus, your null hypothesis is rejected i.e. there is no or very less customer satisfaction level for Videcon Prepaid Gsm Service users

Chapter 3

LIMITATIONS
Every project has some limitations even we came across some limitations while working on the project which made the analysis a little inappropriate at times. Some of the basic limitations faced during the research are listed below:
y

The research is based on Chandigarh Market , it might be possible that tastes and preferences of customers in this market might differ from the customers in the entire Punjab circle.

There can be a bias in the customers, though the survey was from the customers using Videocon GSM services however it is possible that the same customer might be using services from other company as well , Thus biasness may arise. Despite the above two limitations of the project, I have learned lot of things that helped me to gain knowledge and complete my project successfully.

RECOMMENDATION
As far as recommendation is concerned, my recommendation would be to grow in a particular area an organization depends on advertisements and Videcon doesn't spend much on Advertisements when compared to other competetors in the market Other thing is Ease of access even in the remote areas near to cities Videocon GSM services are not available , Thus this availability issue throughout PAN PUNJAB has hampered their growth in this market, and same is the issue with the recharge coupons and other packs of Videocon GSM services

LEARNINGS
The leanings that I got from this project work are as follows:Learned different terminologies which I was not aware of like Average Revenue per unit (ARPU), Free of Cost(FOC) , and many more that are used within telecom sector. Learned the importance of Back end staff who guides at every moment. Interacted with different employee of different department of the organization which helped me to make a good rapo with them and increased my networking. Other than company employees an interaction with customers and different cliets which gives a touch to the corporate world out side the organization as well Most important learned about Time Management.

REFERENCES

http://www.videoconworld.com/global/social-commitment/philosophy/index.php -

http://www.videocon.com/ http://www.videocon.com/wps/wcm/connect/Videocon.com/Videocon/Home/Haryana/PG_Offer s_Haryana?cid=4

Questionnaire

RESEARCH ON: Consumer satisfaction toward pre-paid service. Q1. Have you used Videocon prepaid Mobile connection/service in last one year? Yes Q2. How do you rank the call rate? - Best - Poor - Good - Worst No

Q3. Is the recharge facility available to you when looking for it? - Yes - No Q4. How many times in a week do you face connection failure problem? - Never - 3-4 times a week - Once-twice a week. - More than 4 times. - Sometimes

Q5. Do you face problem while using national roaming facility? - Yes - No Q6. How often do you get the new schemes/ promotions from Videocon? - Never - 3-4 times a week - Once-twice a week - More than 4 times - Somewhat

Q7. how often do you get pesky calls?

- Never - 3-4 times a week

- Once-twice a week - More than 4 times

Q8. How many times in a week do you have complaints regarding your connection/service? - Never - 3-4 times a week - Once-twice a week - More than 4 times

Q9. How much time does it take to get your call connected to customer care executive? - No time at all - Like forever Q10. Will you change the service provider using MOBILE NUMBER PORTABILITY? Yes No - Less than 5 minutes

Personal details: Name: Age: Gender: Male Female