A STUDY ON PROBLEMS AND PROSPECTS OF THE CUSTOMER IN GSM COMMUNICATION IN RELIANCE NETWORKS, SALEM'

1. Name: 2. Gender: Male Female 3. Age: 15-20 20-35 35-60 60-75 Above 75 4. Occupation: Employee Self employed Professional Student Others 5. Salary: <5000 5000-10000 10000-25000 25000-50000 >50000 6. Education: School level Diplomo courses UG courses PG courses Professional courses 7. Which Reliance products are you aware of? Reliance India Mobile Fixed wireless phone GSM and CDMA Broadband High Speed Data Card

8. How did you came to know about the products? Television print Sales executives Advertisement Friends and existing users 9. Which of the following reliance you are using? GSM Fixed Wireless Phone Broadband CDMA High Speed Data Card 10. Are you satisfied with the service provided by the subscriber? Fully satisfied Partially satisfied Not Satisfied Cant measurable Cant say 11. If your response to the above is partially satisfied or not satisfied, then what are the reason for your dissatisfaction? Poor voice quality Higher cost Slow internet speed Poor customer care service Cant say 12. Which of the following products does frequently says about? Reliance India Mobile Fixed wireless phone Broadband High speed data card

13. What would you prefer to buy a telecom/internet service? Home Delivery Customer care Online Reliance outlets Franchisee & Utility shops 14. Which of the following service you look before choosing the product? Price Connectivity Value added Service Offers After sales service 15. If price and mobility is not a concern, which of the following would you prefer to buy? Land Line Phone Data card Fixed Wireless Phone Mobile based on GSM technology Mobile based on CDMA technology 16. How many years you are using this GSM? One year Two year Three year Five year More than five years

17. Rate the following services on the basis of your satisfaction? Services Excellent Very Good Good Network SMS Rates New Schemes & Offers Internet speed Cost Customer care Recharge Outlets Call Rates Value Added Service 18. How many Reliance number in your mobile contacts? Less than 10% More than 10-30% More than 30-50% More than 50-75% More than 75% 19. Which service you like most in Reliance? Missed call alert Caller tune Dialer tune News alert Cricket alert

Average

Poor

20. How many sim cards you used previously? One Two Three Four None 21. Rate the importance of following factors on 5 point scale in a mobile service provider? Service Excellent Very Good Good Average Poor

Price

Quality of service Varieties of product Roaming

22. Apart from Reliance which brand you select? Airtel Aircel Tata Docomo BSNL Idea