Name: Ashish Suvarna Div: B Roll no:1212 Research Methodology Assignment

A study on the internet service provided by Tata

Objectives: 1.To study the customer satisfaction with tatas service 2.To study what is the most influencing factor thet drives people to buy Tatas connection 3. To study the Customers awareness about the Tatas internet service

Hypothesis: 60% of the users are satisfied with Tata Service

Review Of Literature:
Tata Communications is globally known for providing telecommunication facilities of world-class standards at most competitive price. Our partnership with Tata Communications is the starting of a new era for Delhi and NCR region. Thousands of users of Tata broadband connections in Delhi are amazed to feel the difference of using USB Broadband modem. Our main objective is to change the traditional dimensions, meanings and limitations of communication by providing ultimate standards. At TATA NET Connection, we offer you the best range of tariff plans that give you maximum freedom to chose the best according to varying needs. Our users friendly support team ensures the perfect communication DIL se DIL tak without any interruption. Because of its wide customer base, TATA NET Connection is specially favored by Tata Communications for offering more attractive Tata corporate deals. However, benefits directly come to you.

Superior In-building Coverage Tata Photon Plus operates at a frequency of 800 MHz which can penetrate better even through building walls and hence can offer superior indoor connectivity.

No additional roaming charges across India No additional roaming charges across 100 cities in India where Photon Max coverage is available. Automatic switch over to speeds up to 153.6 Kbps (Tata Photon Whiz Speeds) in non-Tata Photon Plus regions.

Enhanced signal reception, even while on the move 'Receive Diversity' - Dual antennae in the device aids in stronger reception of the signal .

Dedicated Spectrum for data Services Dedicated data spectrum ensures that any voice usage does not impact your internet experience.

Convenient recharges to suit your needs You can now choose from a range of unlimited, short-validity & long-validity recharges as per your convenience.

Questionaire: 1.What do u Use at Home?

Desktop PC Laptop

30%

Desktop PC
70%

Laptop

Here 70% of the people use a desktop pc and 30% use Laptop

2.Do you have an internet Connection at Home? Yes No

15%

Yes
85%

No

85% people said that they have internet connection at home and rest 15% said no

3.Which type of connection do you use? Cable Stick

cable

Stick

40% 60%

60% of the people said the use cable connection and 40% said they use stick connection

4.Which Service provider do you use? Idea TataPhoton+ MTS Hathway Reliance MTNL Airtel Any other

Idea Hathway

Tata Photon + Reliance

MTS MTNL

Airtel
6%

Any other 2% 14%

12% 22%

19%

7%

18%

5.Which plan do you use?

Postpaid Prepaid

Prepaid

Postpaid

38% 62%

38% of the sample said that they use postpaid connection rest 62% said that they use prepaid connection

6.Have you heard about the various plans that Tata has been offering
Yes No

Yes

No

22%

78%

Of the sample 78% had heard about Tatas offers and 22% denied hearing about any packages

7.From which source did you come to know about Tata?

Tv ad Hoardings Friends Others

Tv ad 8%

Hoardings 12%

Friends

Others

22%

58%

58% said their source of awareness was tv ads,22% said they came to know through hoardings 8% came to know from friends,and 12% from others

8.Since how long are you using tatas internet connection?

1yr 3yrs 5yrs

1yrs 9% 29%

3yrs

5yrs

62%

62% population use tata connection from the past one year,29% from the past 3 years and 9% from the past 5 yrs

9.Please rate according to your level of satisfaction with Tata?

Excellent Very Good Fairly Good Average Poor

Speed Price Connectivity Offers Customer Service

0 0 0 0 0

0 0 0 0 0

0 0 0 0 0

0 0 0 0 0

0 0 0 0 0

Excellent 30

Very Good

40
28 19 13 10 1210 22 16

Fairly Good 45 42 1815 11 14

Average 33 16 6

Poor

26
12 11

2422 5

10.Are you happy with Tatas services ?

Yes No

Yes

No

32% 68%

Of the sample population 68 % are satisfied with tatsa service while the rest 32% are dissatisfied with it

Chi square test : H0: more than 60% of the users are satisfied with Tatas service H1:more than 60% of the users are not satisfied with Tatas service

YES N0 TOTAL

18-25 15 22 37

25-40 40 6 46

Above40 13 4 17

TOTAL 68 32 100

DEGREE OF FREEDOM=(r-1)*(c-1) =(2-1)*(3-2) DEGREE OF FREEDOM = 2 CHI TEST SQUARE TABLE EXPECTED O-E 25.16 -10.16 31.28 8.72 11.56 1.44 11.84 10.16 14.72 -8.72 5.44 -1.44

OBSERVE 15 40 13 22 6 4

(O-E)2 103.22 76.03 2.07 103.22 76.03 2.07

(O-E)2\E 4.10 2.43 0.17 8.71 5.16 0.38 20.95

CONCLUSION As the table value is greater than the calculated value therefore null hypothesis is accepted

Thank You