A

PROJECT REPORT
ON
“A COMPREHENSIVE STUDY OF CONSUMER
SATISFACTION TOWARDS RELIANCE AND TATA
INDICOM USB BROADBAND NET CONNECTOR”
A CASE OF
“BAREILLY”

FOR THE PARTIAL FULLFILLMENT OF THE

REQUIREMENT FOR THE AWARD OF THE DEGREE OF
MASTER OF BUSINESS ADMINISTRATION
(2007-2009)

UNDER THE KIND SUBMITTED BY:

GUIDENCE OF: CHANDRAKANT
MR. GULSHAN KUMAR JAISWARA
LECTURARE OF MBA 4TH (SEM.)
RBMI BAREILLY

SUBMITTED TO:
RAKSHPAL BAHADUR MANAGEMENT INSTITUTE BAREILLY
(AFFILATE TO U.P TECHNICAL UNIVERSITY LUCKNOW)
DECLARATION
 DECLARATION
I, Chandrakant Jaiswara
hereby declare that this project report is the record of authentic work carried out
by me during the academic session of MBA 4th semester 2009 and has not been submitted
to any other University or Institute for the award of any degree/diploma.

Chandrakant Jaiswara
MBA 4th Sem.
ACKNOWLEDGMENT

ACKNOWLEDGEMENT
No work can be done in vacuum; the accomplishment of this project would have not been
possible individually without the assistance and valuable support from various sources.

As a student of Rakshpal Bahadur Management Institute, Bareilly, I am indebted to

different learned faculty members of the institute. As a true pupil of Dr Maneesh
Sharma (Director General), Dr Neeraj Saxena (Director), Mr. Pankaj Dixit
(Controller-Exams), RBMI Bareilly, I pay my gratitude and respect for their hard work,
true support and meticulous attention at every stage of my education in the institute.
With all truth and fairness, I mention Mr. Gulshan Kumar, whose mentoring with true
guidance and encouragement enabled me, completing this report in a fruitful manner. I
am highly grateful to Gulshan sir who supported me by teaching, guiding and providing
different materials needed for the project.

I am thankful to all my faculty members for their guidance regarding the subject matter
of the training, their explanation regarding different technical terminology related to the
topic allotted, which helped me a lot to understand the main philosophy of the project.
At last, I am thankful to my friends, family and almighty for their direct and indirect
support during the training, which blessed me, this project satisfactorily.

Chandrakant Jaiswara
MBA 4th SEM
PREFACE

PREFACE
 Now day the scenario is of world wide reach and without any internet connection it is
not possible. In the present time many companies are providing USB facilities of net
connect. They all have their different schemes and facilities to persuade their customer.
Under this topic I will study that, what is the customer satisfaction level of reliance USB
and Tata Indicom USB consumers. My study will be based on the consumer perception
about the internet service provided by these two companies. The study will find out level
of satisfaction in comparative manner.

A computer without internet connection is like a mobile phone without sim. We

have to connect it to the net connect and see it actually come alive now, access internet
email on the move with a speed that is four time faster than dial-up.

I hope my study will provided sufficient information about the perception,

preference, and level of satisfaction about the following services of reliance USB and
Tata Indicom USB NET connector. My study will provide the comparative information
of following two companies.
It may be helpful for the organization to offer the core consumer of their desired services.

TABLE OF CONTENT

PART-A: THEORITICAL FRAMEWORK

 1. Introduction of Service
3. Scenario service marketing in India market of India
4. Service Quality and its approach
5. Customer Expectations
6. Service Quality Model
7. Determinants of Service Quality
PART-B: STUDY OF PRACTICAL
1. Introduction to research topic in the context of Bareilly.
2. Company profile
3. Objectives of the study
4. Research Problem
5. Importance of the study
6. Research methodology
7. Observation and analysis
8. Findings
9. Limitations
10. Suggestions
11. Conclusions
a) Questionnaire
b) Bibliography

INTRODUCTION

This study is conduct to know the customer perception towards the use of Reliance and

Tata Indicom USB net connector. This is a time when the whole world is connected each
other with the help of internet. An ocean of the information. As well as the users of the

internet arises many types of facilities and technologies are entered by the various service

providers for making a comfortable and high speed net connector.

In India many companies are in market which is providing the facility for bet

connect. One of the famous companies is Reliance, Tata, Bsnl, Idea, Airtel etc. But now

the new fashion is USB net connector. It is quite comfortable to use internet every where

No need any antenna. It can be used anywhere and get comfortable high speed for net

connecting. This is a technology which works without sim. The companies are providing

various plan pre paid and post paid.

This study is conducted to know the customer satisfaction which is the best company

which is most used by the consumers. Which is the best company which consumer

prefer?

What is Universal Serial Bus?

A USB Series “A” plug, the most common USB plug
In information technology, Universal Serial Bus (USB) is a serial bus standard to
connect devices to a host computer. USB was designed to allow many peripherals to be
connected using a single standardized interface socket and to improve plug and play
capabilities by allowing hot swapping; that is, by allowing devices to be connected and
disconnected without rebooting the computer or turning off the device. Other convenient
features include providing power to low-consumption devices, eliminating the need for
an external power supply; and allowing many devices to be used without requiring
manufacturer-specific device drivers to be installed.

USB is intended to replace many varieties of serial and parallel ports. USB can connect
computer peripherals such as mice, keyboards, PDAs, gamepads and joysticks, scanners,
digital cameras, printers, personal media players, flash drives, and external hard drives.
For many of those devices, USB has become the standard connection method. USB was
designed for personal computers, but it has become commonplace on other devices such
as PDAs and video game consoles, and as a power cord between a device and an AC
adapter plugged into a wall plug for charging. As of 2008[update], there are about 2 billion
USB devices sold per year, and about 6 billion total sold to date.[1]

The design of USB is standardized by the USB Implementers Forum (USB-IF), an

industry standards body incorporating leading companies from the computer and
electronics industries. Notable members have included Agree (now merged with LSI
Corporation), Apple Inc., Hewlett-Packard, Intel, NEC, and Microsoft.

USB
Universal Serial Bus

Original USB Logo

Year created: January 1996

Created by: Intel, Compaq, Microsoft, Digital, IBM, Northern
Telecom

Width in bits: 1
 Number of 127 per host controller
devices:

Capacity 1.5 to 480 Mbit/s (0.2 to 60 MByte/s)

Style: Serial
Hot plugging? Yes
External? Yes

HISTORY
The USB 1.0 specification was introduced in 1994. USB was created by the core group of
companies that consisted of Intel, Compaq, Microsoft, Digital, IBM, and Northern
Telecom. Intel produced the UHCI host controller and open software stack; Microsoft
produced a USB software stack for Windows and co-authored the OHCI host controller
specification with National Semiconductor and Compaq; Philips produced early USB-
Audio; and TI produced the most widely used hub chips. USB was intended to replace
the multitude of connectors at the back of PCs, as well as to simplify software
configuration of communication devices.

The USB 2.0 specification was released in April 2000 and was standardized by the USB-
IF at the end of 2001. Hewlett-Packard, Intel, Lucent (now LSI Corporation since its
merger with Lucent spinoff Agree Systems), Microsoft, NEC, and Philips jointly led the
initiative to develop a higher data transfer rate, 480 Mbit/s, than the 1.0 specification of
12 Mbit/s. The USB 3.0 specification was released on November 17, 2008 by the USB
3.0 Promoter Group. It has a transfer rate of up to 10 times faster than the USB 2.0
version and has been dubbed the Super Speed USB. Equipment conforming with any
version of the standard will also work with devices designed to any previous specification
(a property known as backward compatibility).

Overview
A USB system has an asymmetric design, consisting of a host, a multitude of downstream
USB ports, and multiple peripheral devices connected in a tiered-star topology.
Additional USB hubs may be included in the tiers, allowing branching into a tree
structure with up to five tier levels. A USB host may have multiple host controllers and
each host controller may provide one or more USB ports. Up to 127 devices, including
the hub devices, may be connected to a single host controller. USB devices are linked in
series through hubs. There always exists one hub known as the root hub, which is built
into the host controller. So-called "sharing hubs", which allow multiple computers to
access the same peripheral device(s), also exist and work by switching access between
PCs, either automatically or manually. They are popular in small-office environments. In
network terms, they converge rather than diverge branches.

A physical USB device may consist of several logical sub-devices that are referred to as
device functions. A single device may provide several functions, for example, a webcam
(video device function) with a built-in microphone (audio device function).USB
endpoints actually reside on the connected device: the channels to the host are referred to
as pipes. USB device communication is based on pipes (logical channels). Pipes are
connections from the host controller to a logical entity on the device named an endpoint.
The term endpoint is occasionally used to incorrectly refer to the pipe. A USB device can
have up to 32 active pipes, 16 into the host controller and 16 out of the controller. Each
endpoint can transfer data in one direction only, either into or out of the device, so each
pipe is uni-directional. Endpoints are grouped into interfaces and each interface is
associated with a single device function. An exception to this is endpoint zero, which is
used for device configuration and which is not associated with any interface.

When a USB device is first connected to a USB host, the USB device enumeration
process is started. The enumeration starts by sending a reset signal to the USB device.
The speed of the USB device is determined during the reset signaling. After reset, the
USB device's information is read by the host, then the device is assigned a unique 7-bit
address. If the device is supported by the host, the device drivers needed for
communicating with the device are loaded and the device is set to a configured state. If
the USB host is restarted, the enumeration process is repeated for all connected devices.
The host controller directs traffic flow to devices, so no USB device can transfer any data
on the bus without an explicit request from the host controller. In USB 2.0, host
controller polls the bus for traffic, usually in a round-robin fashion. In Super Speed USB,
connected devices can request service from host.
Device classes
USB defines class codes used to identify a device’s functionality and to load a device
driver based on that functionality. This enables a device driver writer to support devices
from different manufacturers that comply with a given class code.

Device classes include:

Class. Usage. Description. Examples.

(Device class is unspecified. Interface

00h Device Unspecified descriptors are used for determining the
required drivers.)

01h Interface Audio Speaker, microphone, sound card

Communications and
02h Both Ethernet adapter, modem, serial port adapter
CDC Control

Human Interface
03h Interface Keyboard, mouse, joystick
Device (HID)

05h Interface Physical Interface Force feedback joystick

Device (PID)
06h Interface Image Webcams

07h Interface Printer Laser printer, Inkjet printer

USB flash drive, memory card reader, digital

08h Interface Mass Storage
audio player, digital camera, external drives

09h Device USB hub Full speed hub, hi-speed hub

(This class is used together with class 02h -

0Ah Interface CDC-Data
Communications and CDC Control.)

0Bh Interface Smart Card USB smart card reader

0Dh Interface Content Security -

0Eh Interface Video Webcam

0Fh Interface Personal Healthcare -

USB compliance testing device

DCh Both Diagnostic Device

E0h Interface Wireless Controller Wi-Fi adapter, Bluetooth adapter

EFh Both Miscellaneous ActiveSync device

FEh Interface Application Specific IrDA Bridge

(This class code indicates that the device needs

FFh Both Vendor Specific
vendor specific drivers.)
USB signaling
USB supports following data rates:

• The Full Speed rate of 12 Mbit/s (1.5 MB/s) is the basic USB data rate defined by
USB 1.1. All USB hubs support Full Speed.

• A Low Speed rate of 1.5 Mbit/s (187.5 kb/s) is defined by USB 1.0. It is very
similar to full speed operation except that each bit takes 8 times as long to
transmit. It is intended primarily to save cost in low-bandwidth Human Interface
Devices (HID) such as keyboards, mice, and joysticks.

• A High-Speed (USB 2.0) rate of 480 Mbit/s (60 MB/s) was introduced in 2001.
All high-speed devices are capable of falling back to full-speed operation if
necessary.

Experimental data rate:

• A Super Speed (USB 3.0) rate of 5.0 Gbit/s (625 MB/s). The USB 3.0
specification was released by Intel and its partners in August 2008, according to
early reports from CNET news. Products using the 3.0 specification are expected
to arrive in 2009 or 2010.

USB signals are transmitted on a twisted pair data cable with 90Ω ±15% impedance,
labeled D+ and D−. These collectively use half-duplex differential signaling to combat
the effects of electromagnetic noise on longer lines. Transmitted signal levels are 0.0–0.3
volts for low and 2.8–3.6 volts for high in Full Speed (FS) and Low Speed (LS) modes,
and -10–10 mV for low and 360–440 mV for high in High Speed (HS) mode. In FS mode
the cable wires are not terminated, but the HS mode has termination of 45Ω to ground, or
90Ω differential to match the data cable impedance.
A USB connection is always between a host or hub at the "A" connector end, and a
device or hub's upstream port at the other end. The host includes 15 kΩ pull-down
resistors on each data line. When no device is connected, this pulls both data lines low
into the so-called "single-ended zero" state (SE0 in the USB documentation), and
indicates a reset or disconnected connection.

A USB device pulls one of the data lines high with a 1.5 kΩ resistor. This overpowers
one of the pull-down resistors in the host and leaves the data lines in an idle state called
"J". The choice of data line indicates a device's speed support; full-speed devices pull D+
high, while low-speed devices pull D− high.

USB data is transmitted by toggling the data lines between the J state and the opposite K
state. USB encodes data using the NRZI convention; a 0 bit is transmitted by toggling the
data lines from J to K or vice-versa, while a 1 bit is transmitted by leaving the data lines
as-is. To ensure a minimum density of signal transitions, USB uses bit stuffing; an extra 0
bit is inserted into the data stream after any appearance of six consecutive 1 bits. Seven
consecutive 1 bits is always an error.

A USB frame begins with an 8-bit synchronization sequence 00000001. That is, after the
initial idle state J, the data lines toggle KJKJKJKK. The final 1 bit (repeated K state)
marks the end of the sync pattern and the beginning of the USB frame proper.

A USB frame's end, called EOP (end-of-packet), is indicated by the transmitter driving 2
bit times of SE0 (D+ and D- both below max) and 1 bit time of J state. After this, the
transmitter ceases to drive the D+/D− lines and the aforementioned resistors hold it in the
J (idle) state. A receiver may take extra time to decode the SE0 state, and will see the first
bit time as a repetition of the last data bit. Since USB frames are always a multiple of 8
bits long, this extra "dribble bit" can be detected and ignored.

A USB bus is reset using a prolonged (10 to 20 milliseconds) SE0 signal.

USB 2.0 devices use a special protocol during reset, called "chirping", to negotiate the
High-Speed mode with the host/hub. A device that is HS capable first connects as an FS
device (D+ pulled high), but upon receiving a USB RESET (both D+ and D- driven
LOW by host for 10 to 20 mS) it pulls the D- line high. If the host/hub is also HS
capable, it chirps (returns alternating J and K states on D- and D+ lines) letting the device
know that the hub will operate at High Speed.

Clock tolerance is 480.00 Mbit/s ±500 ppm, 12.000 Mbit/s ±2500 ppm, 1.50 Mbit/s
±15000 ppm.

Though Hi-Speed devices are commonly referred to as "USB 2.0" and advertised as "up
to 480 Mbit/s", not all USB 2.0 devices are Hi-Speed. The USB-IF certifies devices and
provides licenses to use special marketing logos for either "Basic-Speed" (low and full)
or Hi-Speed after passing a compliance test and paying a licensing fee. All devices are
tested according to the latest spec, so recently-compliant Low-Speed devices are also 2.0
devices.

The actual throughput currently (2006)[update] attained with real devices is about two thirds
of the maximum theoretical bulk data transfer rate of 53.248 MB/s. Typical hi-speed
USB devices operate at lower speeds, often about 3 MB/s overall, sometimes up to 10–20
MB/s.[7]

USB packets
USB communication takes the form of packets. Initially, all packets are sent from the
host, via the root hub and possibly more hubs, to devices. Some of those packets direct a
device to send some packets in reply.

After the sync field described above, all packets are made of 8-bit bytes, transmitted
least-significant bit first. The first byte is a packet identifier (PID) byte. The PID is
actually 4 bits; the byte consists of the 4-bit PID followed by its bitwise complement.
This redundancy helps detect errors. (Note also that a PID byte contains at most four
consecutive 1 bits, and thus will never need bit-stuffing, even when combined with the
final 1 bit in the sync byte. However, the OUT PID byte ends with three consecutive 1
bits, so if the following USB device address begins with three 1 bits, bit-stuffing will be
required.)

Packets come in three basic types, each with a different format and CRC (cyclic
redundancy check):

Reliance USB Net connector

The Reliance Net connector is a simple plug and play option for Laptops and Desktops.
The wireless broadband recorded the fastest uploads at a speed of up to 1.8 Mbps. Further
the Indian telecom major offers a seamless network across 20000 towns and 4.5 lac
villages.

Coming to the USB Modems price, it will be available for Rs 3500 for 2 months
unlimited connection. During this period the users will be able to avail free unlimited
wireless broadband internet. The offer will be available for the month of March. After
this period the user will have to pay for the first month. There were raring for a high-
speed internet that could open up pages and download in a jiffy. BSNL had kept everyone
in India waiting for the much hyped EVDO Data Cards with elevated speed and a
standout tariff plan. BSNL offers the lowest downtime as compared to any other services
in India. With Reliance's wireless Internet service speeding up, the competition has boiled
up. Reliance’s new USB connector is 20 times faster with speed up to 3.1Mpbs. That's
great especially for professionals who travel extensively. The

Reliance USB NET connector is currently the best wireless connection data card in India
which can be used for both laptops and desktops and the monthly subscriptions start from
just 300Rs/month. The download speeds are ranging from 15-25kbps when you opt in for
unlimited data download package which is the best download speed offered in India on
wireless internet connections
 Reliance
Netconnec
t MG880
USB
Modem

Advantage
of Reliance
Net
connector
• Mobility – Access

internet anywhere

and any time

• Coverage – Largest

network in India!

Access internet

across 20,000 cities,

4.5 lakh villages,

major highways and

Huawei EC-121
railway routes and

still growing.

• Acts as a phone -

Make and receives

calls and sms! Has

phonebook, call

history, missed call notification, ring tones etc.

• Speed – Upto 144 kbps

Productivity – Convert your idle/waiting/traveling time by responding to emails or

instant messages

Tata Indicom USB net connector

Tata Indicom broadband offers a internet compatible connection for laptops and PC’s
where in you can surf internet anywhere in India with internet speed up to 144 kbps
though the practical speed is 20 kbps only. The USB modem rental starts from
300Rs/month with time based and data based plans.

STAY CONNECTED WHEREVER YOU ARE

Now, stay connected to the internet from the comfort of your homes, offices, or wherever
you are with Tata Indicom. Presenting Vdata Card & Plug 2 Surf (USB Modem), 2
innovative solutions that function as a wireless network connection, a mobile phone and a
modem. All in one and that too, with attractive tariff plans.

FEATURES OF TATA NETCONNECTOR

• Its fast its easy its convenient

• Easy Installation & maintenance.

• Now Surf the internet, intranet or the extranet with consistent & high speeds.

• Send/Receive SMS or use voice capabilities. (Plug2Surf Whiz does not support
Voice calls)

• Stay connected across the Tata Indicom network

• 20 circles & 3500 cities

• Actual internet speed will be dependent on multiple factors like time of the day,
number of simultaneous users, web page accessed etc.

Plug 2 Surf 3-In-1 Advantages

The Internet Advantage
• The Plug 2 Surf / Vdata card offers data transfer and access at high speeds. Just

switch on your PC / laptop and get connected, so you dont miss out on any critical

information even while you are on the move.

• Connects directly to the Tata Indicom network with the minimal user steps and

fastest network registration.

The Voice Advantage

 • Now you can make and receive voice calls without any hassles. All you need to

do is connect the earphone jack provided with the Plug 2 Surf / Vdata card.

(Plug2Surf Whiz does not support Voice calls)

• Provision of caller Id.

• Voice calls at attractive call rates.

The SMS Advantage

• Two way messaging facility available on both devices.

• Send messages while you are connected on your voice call or internet mode.

• Useful for being online, and being able to send and receive message.

Connected through various ways

speeds Upto 153.6 kbps Upto 153.6 kbps Upto 153.6 kbps
Antenna External retractable Internal Internal
1000 msgs in inbox 1000 msgs in inbox 10 msgs in inbox
SMS Capacity
and outbox and outbox and outbox
Phonebook
1000 entries 1000 entries 250 entries
Capacity
Type T-SIM Based T-SIM Based T-SIM Based
Interface PCMCIA USB USB
Supported OS Windows 2000/ Windows 2000/ Windows 2000/
Windows XP/ Windows XP/ Windows XP/
Windows Vista Windows Vista Redhat Enterprise
Linux 3 & 4/
Fedora Core 5 & 6/
SUSE Desktop
Linux 9 & 10/
Debian Linux 5 & 6/
Ubuntu Linux 5 & 6

Tata Indicom USB Modem

OBJECTIVE
OF
THE STUDY
 OBJECTIVE OF THE STUDY
This research is conducting for knowing the customer perceived satisfaction
towards the service quality of LIC. LIC is the first Insurance Company of India. It is
presently enjoying a huge market share of Insurance. So with the help of Gap Model the
emphasis on the research is to know the gap of perceived Service Quality and the actual
Service Quality of the LIC. The objective of this research may be as follows:-

➢ To know whether customer is satisfied by the service quality of LIC.

➢ To know whether organization service quality is up to the mark according to the
customer expectations.
➢ To know the gap between perceived customer satisfaction and the customer
expectations towards the service quality of LIC.
➢ To know whether good service is provided by the LIC to its customers,
organization is able to full fill customer needs easily.
➢ To search the factors this exceeds customer expectations.
➢ To know how LIC can may reach or exceed customer expectations.
RESEARCH
PROBLEM
 RESEARCH PROBLEM

When any type of the research is being done, then research problem must be cleared. It is
said if the problem is clear, it means half problem is solved. The main problem is this
type of study is that is quite hard task to measure the accurate gap between customer
expectations and the various life insurance services of LIC. Actually the gap analysis
usually arises due to the differences between adequate and desired service lower the zone
of tolerance. So for conducting this type of study usually these problems are arises:-

➢ Not know what customer expect actually.

➢ It is hard to convince the customers to give fair response.
➢ It is practically hard to measure the customer satisfact
➢ Customer may have serious expectations that may be either higher or lower than
the standards set by the organization.
IMPORTANCE
OF
THE STUDY
 IMPORTANCE OF THE STUDY

➢ This type of study helps organization to know customer expectations which are
unrealistic in nature.
➢ It helps to organization to delight the customer.
➢ This study help to know what are the factors responsible which increase customer
expectations, so that it may be fulfilled easily.
➢ It helps the organization to know what customer expect actually.
➢ It helps the organization to set the right type of standards.
➢ It may help the organization to delivery the service up to the standards.
➢ It helps the organization to set the quality control goals.
➢ It avoids the vague or undefined service design.
 RESEARCH
METHODOLOGY
USED IN THE
STUDY
 RESEARCH METHODOLOGY

Research methodology is a description explanation and justification of various methods

of conducting research.

TYPE OF RESEARCH USED IN THE STUDY

CONSUMER RESEARH

Consumer research is a unique subset of marketing research, which merits the utilization
of specialized research methods that collect customer data and also enhance the
company’s relationship with its customers.
Really, marketing research comprises a form of applied sociological study, which
concentrates on understanding the behaviors, whims and preferences, mainly current and
future, of consumers in a market based economy.
 SAMPLING

The sampling plan for the study decides the work area that is the population, which has to
be surveyed. A Brief idea about the sampling for this research consisting of its different
parameters is given below:

TYPE OF SAMPLING METHOD USED IN THE STUDY

JUDEGEMENTAL SAMPLING

In this type of the sampling the researcher uses his judgment to select population
members who are good source for accurate information.

SAMPLING UNIVERSE

This study is conducted if Bareilly and near by areas. So it will be true for Bareilly region
as follows.

SAMPLE SIZE

In this study sample size is of 30 peoples. Due to the shortage of time and un-availability
of expert team the research size is taken short so that the research can be done easily.

METHOD OF DATA COLLECTION

The research was carried out through surey method with the help of a
QUESTIONNAIRE consisting of close ended question.due to flexibility , questionnaire
method is ideally suited for collection of primary data.
 OBSERVATION,
ANALYSIS
&
FINDINGS

Q1. Which your broad band net connector gives you the fast access?
 In Percentage in
Consumer Response Frequency % %
Reliance USB net
connector 13 32.5%
Tata Indicom USB
net connector 23 57.5%
Others 4 10%

Q2. Which your broad band net connector gives you the fast access?

In Percentage in
Consumer Response Frequency % %
Yes 15 37.5%
No 18 45%
Some time fast and some
time slow
7 17.5
Q3.Are you satisfied with your present net connector?
In Percentage in
Consumer Response Frequency % %
Yes 17 42.5%
No 18 45%
Partly 5 12.5%

Q4. What are the important features which satisfied the consumer
provided by Broad band net connector?
 In Percentage in
Consumer Response Frequency % %
High Speed 30 75%
Feasible cost 7 17.5%
Easy to use anywhere 3 7.5%

Q5. Is there any difficulty faced by user while using broad band net

In Percentage in
Consumer Response Frequency % %
Yes 5 12.5%
No 30 75%
Partially 5 12.5%
connector?
 In Percentage in
Consumer Response Frequency % %
Yes 15 37.5%
No 14 35%%
Partially 11 27.5%

Q6. Is net connector successful in the Rural Areas?

Q7. Whether broad band scheme is more economic.

 In Percentage in
Consumer Response Frequency % %
Yes 11 27.5%
No 16 40%
Partially 23 57.5%

Q8. Do you think that use of the broad band net connector improves

In Percentage in
Consumer Response Frequency % %
Yes 32 80%
No 2 5%
Partially 6 15%
your work efficiency?
LIMITATIONS
 LIMITATIONS
➢ It depends customer willingness to give good and fair response then we can say
concretely the result is good.
➢ Results of this study and findings are applicable only for Bareilly city and near by
areas. The results may be different of this study in another place.
➢ One of the limitation of this study is that of time limitation due to which it is not
possible to do the detailed study.
➢ The sample size was taken only 40; it is difficult to say anything concretely.
➢ Absence of professional researcher and team was another limitation of the study.
CONCLUSION
 CONCLUSION
LIC is already a leading company of Insurance in India. The consumer responses in the
project report also indicate that LIC is a capable insurance company justifying with its
consumers in real manner. It is found in the study most of the consumers are satisfy with
the LIC services. LIC is providing adequate service which really consumer wants. But
there are some areas where LIC need to improve so that it may meet the customer
objectives easily. We know very well every customer have their own view regarding
thing, LIC services is one of them. In conclusion it is cleared that there is a low gap
between customer expectation and the LIC offered facilities. But it does not mean that
LIC is perfect, at many areas gap is found and LIC need to improve in that areas. There is
also a limitation of the study because 50 responder is not enough to decide anything. It
depends fully responder honesty also their response.
QUESTIONNAIRE
 QUESTIONNAIRE

This questionnaire is prepared to study the project titled “The comparative

study of the consumer satisfaction towards broad band services provided by
Reliance and Tata Indicom U.S.B. net connector” as a compulsory part of
M.B.A. program.

NAME:-…………………………………………………….
AGE :- ……………………………………………………...
GENDER :- ………………………………………………..
CONTACT No :- ………………………………………………………….

1. Which broad band net connector are you using.?

(a) Reliance U.S.B.
(b) Tata Indicom U.S.B.
(c) Other :

2. Is your broad band net connector gives you the fast access?
(a) Yes
(b) No
(c) some time fast and some time slow
 3. Are you satisfied with your present net connector?
(d) Yes
(e) No
(f) Partly

4. What are the important features which satisfied the consumer provided by
Broad band net connector?
(a) High speed.
(b) Feasible cost
(c) Easy to use anywhere

5 Is there any difficulty faced by user while using broad band net connector.?
(a) (a)Yes
(b) (b)No
(c) (c)partially

6 Is net connector successful in the Rural Areas.?

(a)Yes
(b)No
(c)Partially

7 Whether broad band scheme is more economic.

(a)Yes
(b)No
(c)Partially
8 Do you think that use of the broad band net connector improves your work
efficiency?

(a)Yes
(b)No
(c)Partially

9 Do you any suggestion for the improving service quality of net connector.?

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