Professional Documents
Culture Documents
INTRODUCTION
performance indicator within business and is part of the four perspectives of a Balanced
Scorecard.
satisfaction is seen as a key differentiator and increasingly has become a key element of
business strategy
manifestation of the state of satisfaction will vary from person to person and
psychological and physical variables which correlate with satisfaction behaviors such as
return and recommend rate. The level of satisfaction can also vary depending on other
options the customer may have and other products against which the customer can
1
Sri Kalahastiswara Institute Of Information & Management Sciences
IDEA CELLULAR LIMITED
the effort of quantitative measurement, although a large quantity of research in this area
has recently been developed. Work done by Berry, Brodeur between 1990 and 1998
defined ten 'Quality Values' which influence satisfaction behavior, further expanded by
Berry in 2002 and known as the ten domains of satisfaction. These ten domains of
to the Customer and Innovation. These factors are emphasized for continuous
improvement and organizational change measurement and are most often utilized to
develop the architecture for satisfaction measurement as an integrated model. Work done
by Parasuraman, Zeithaml and Berry between 1985 and 1988 provides the basis for the
measurement of customer satisfaction with a service by using the gap between the
This provides the measurer with a satisfaction "gap" which is objective and quantitative
theory of combining the "gap" described by Parasuraman, Zeithaml and Berry as two
statements using a Likert Technique or scale. The customer is asked to evaluate each
statement and in term of their perception and expectation of the performance of the
2
Sri Kalahastiswara Institute Of Information & Management Sciences
IDEA CELLULAR LIMITED
Definition:
Customer satisfaction
whether an offering is a service. While this is true, it is also true that very few products
are purely intangible or totally tangible. Instead, services tend to be more intangible than
services. For example, the fast-food industry while classified as a service, also has many
tangible components such as the food" the packaging, and so on. Automobiles, while
classified within the manufacturing sector, also supply many intangibles, such as
transportation. Throughout this text, when we refer to services we will be assuming the
broad definition of services and acknowledging that there are very few "pure services,, or
"pure goods." The issues and approaches we discuss are directed toward those offerings
that lie on the right side, the intangible side, of the spectrum.
As suggested earlier, intangibles arc not produced only in the service sector of the
economy. Manufacturers such as Boeing Airplane Company and Ford Motor Company
also produce products on the right end of the spectrum, both for sale to external
consumers and to support internal production processes. For example, Boeing has
provided consulting services and demand forecasting services for its airline customers.
And within Boeing large departments (such as data processing and legal services) provide
3
Sri Kalahastiswara Institute Of Information & Management Sciences
IDEA CELLULAR LIMITED
Although we often hear and read that many modern economies are dominated by
services, the United States and other countries did not become service economies
overnight. As early as 1929,55 percent of the working population was employed in the
service sector in the united States, and approximxely 54 percent of the gross national
product was generated by services in 1948. That the trend toward services has continued,
until in 1999 services represented 78 percent of the gross domestic product (GDP) and 80
percent of employment. Note also that these data do not include internal services provided
Customer expectations are beliefs about service delivery that function as standards
their perceptions of performance with these reference points when evaluating service
Knowing what the customer expects is the first and possibly most critical step in
delivering quality service. Being wrong about what customers want can mean losing a
customer's business when another company hits the target exactly. Being wrong can also
mean expending money, time, and other resources on things that don't count to the
customer. Being wrong can even mean not surviving in a fiercely competitive market.
4
Sri Kalahastiswara Institute Of Information & Management Sciences
IDEA CELLULAR LIMITED
Among the aspects of expectations that need to be explored and understood for
successful services marketing are the following: What types of expectation standards do
customers hold about services? What factors most influence the formation of these
expectations? what role do these factors play in changing expectations? How can a
5
Sri Kalahastiswara Institute Of Information & Management Sciences
IDEA CELLULAR LIMITED
SERVICE
marketers need and want to understand the factors that shape them. Marketers would also
like to have control over these factors as well. But many of the forces that influence
customer expectations are uncontrollable. In this section of the chapter we try to separate
The two largest influences on desired service level are personal needs and
philosophies about service. Personal needs those states or conditions essential to the physical
or psychological well-being of the customer, are pivotal factors that shape what we desire in
service. Personal needs can fall into many categories, including physical, social,
psychological, and functional. A fan who regularly goes to baseball games right from work,
and is therefore thirsty and hungry hopes and desires that the food and drink vendors will pass
by his section frequently, where as a fan who regularly has dinner elsewhere has a low or zero
level of desired service from the vendors. A customer with high social and dependency needs
may have relatively high expectations for a hotel's ancillary services, hoping, for example,
that the hotel has a bar with live music and dancing. The effect of personal needs on desired
service is illustrated by the different expectations held by two business insurance customers:
Some customers are more demanding than others, having greater sensitivity to,
and higher expectations of, service. Enduring service intensifiers are individual, stable
6
Sri Kalahastiswara Institute Of Information & Management Sciences
IDEA CELLULAR LIMITED
factors that lead the customer to a heightened sensitivity to service. One of the most
important of these factors can be called derived service expectations, which occur when
customer expectations are driven by another person or group of people. A niece from a
big family who is planning a 90th birthday party for a favorite aunt is representing the
entire family in selecting a restaurant for a successful celebration. Her needs are driven in
part by the derived expectations from the other family members. A parent choosing a
7
Sri Kalahastiswara Institute Of Information & Management Sciences
IDEA CELLULAR LIMITED
CUSTOMER SATISFACTION
Everyone knows what satisfaction is, until asked to give a definition' Then, it
seems’ nobody knows. This quote from Richard L. Oliver, respected expert and longtime
writer and researcher on the topic of customer satisfaction, expresses the challenge of
defining this most basic of customer concepts. Building from previous definitions' Oliver
consumption-related fulfillment.”
In less technical terms, we translate this definition to mean that satisfactorily is the
has met their needs and expectations. Failure to meet needs and expectations is assumed
In addition to a sense” of fulfillment in the knowledge that one's needs have been
met, satisfaction can also be related to other types of feelings, depending on the particular
of a passive response that consumers may associate with services they don't think a lot
about or services that they receive routinely over time' Satisfaction may also be associated
with feelings of pleasure for services that make the consumer feel good or are associated
with a sense of happiness. For those services that really surprise the consumer in a
8
Sri Kalahastiswara Institute Of Information & Management Sciences
IDEA CELLULAR LIMITED
positive way, satisfaction may mean delight. And in some situations, where the removal
of a negative leads to satisfaction, the consumer may associate a sense of relief with
satisfaction.
moving target that may evolve over time, influenced by a variety of factor’s. Particularly
when product usage or the service experience takes place over time, satisfaction maybe
rightly variable depending on which point in the usage or experience cycle one is
focusing on. Similarly, in the case of very new services or a service not previously
experienced, customer expectations may be barely forming at the point of initial purchase,
these expectations will solidify as the process unfolds and the consumer begins to form
his or her perceptions. Through the service cycle the consumer may have a variety of
different experiences, some good, some not good-and each will ultimately impact
satisfaction.
9
Sri Kalahastiswara Institute Of Information & Management Sciences
IDEA CELLULAR LIMITED
customer's evaluation of product and services features. For a service such as a resort
hotel, important features might include the pool area, access to golf facilities, restaurants,
room comfort and privacy, helpfulness, and courtesy of staff, room price, and so forth. In
conducting satisfaction, studies, most firms will determine through some means (often
focus groups) what the important features and attributes are for their service and then
measure perceptions of those features as well as overall service satisfaction. Research has
shown that customers of services will make trade-offs among different service features
(for example, price level versus quality, versus friendliness of personnel versus level of
customization), depending on the type of service being evaluated and the criticality of the
service.
Consumer Emotions
products and services. These emotions can be stable, preexisting emotions-for example,
mood state or life satisfaction. Think of times when you are a very happy stage in your
life (such as when you are on vacation), and your good, happy mood and positive frame
of mind have influenced how you feel about the services you experience. Alternatively,
when you are in a bad mood your negative feelings may carry over into how you respond
10
Sri Kalahastiswara Institute Of Information & Management Sciences
IDEA CELLULAR LIMITED
context showed that the river guides had a strong effect on their customers' emotional
responses to the trip and that those feelings (both positive and negative) were linked to
overall trip satisfaction. positive emotions such has, happiness pleasure, elation, and a
sense of warm-heartedness enhanced customers' satisfaction with the rafting trip. In turn,
negative emotions such as sadness, sorrow, regret, and anger led to diminished customer
satisfaction. Overall, in the rafting context, positive emotions had a stronger effect than
negative ones. Similar effects of emotions on satisfaction were found in a Finnish study
that looked at consumers' satisfaction with a government labor bureau, service.l6 In that
study, negative emotions including anger, depression, guilt, and humiliation had astrong
as well. When they have been surprised by an outcome (the service is either much better
or much worse-than expected), consumers tend to look for the reasons, and their
assessments of the reasons can influence their satisfaction' For example, if a customer of a
weight-loss organization fails to lose weight as hoped for, she will likely search for the
for the causes –was it something she did, was the diet plan ineffective, or did
circumstances simply not allow her to follow the diet regimen-before determining her
level of satisfaction or dissatisfaction with the weight-loss company. For many services
customers take at least partial responsibility for how things turn out.
Even when they don't take responsibility for the outcome, customer satisfaction
may be influenced by other kinds of attributions. For example, in research done in a travel
agency context it was found that customers were less dissatisfied with a pricing error
11
Sri Kalahastiswara Institute Of Information & Management Sciences
IDEA CELLULAR LIMITED
made by the agent if they felt the reason was outside the agent's control or if they felt it
Customers ask them selves: Have I been treated fairly compared with other customers'?
Did other customers get better treatment, better prices, or better quality service? Did I pay
a fair price for the service? Was I treated well in exchange for what I paid and the effort I
products and services. The example of Sears Auto Centers division illustrates consumers'
strong reactions to unfair treatment. Over a decade ago the division was charged with
had been rewarded based on the quantity of repairs sold resulting in substantial
unnecessary charges to customers. The $27-million Sears paid settling complaints and the
additional loss of business all resulted from extreme dissatisfaction of its customers over
12
Sri Kalahastiswara Institute Of Information & Management Sciences
IDEA CELLULAR LIMITED
In addition to product and service features and one's own individual feelings and
reactions and expressions of individual family members over the duration of the vacation.
Later, what family members express in terms of satisfaction or dissatisfaction with the
trip will be influenced by stories that are retold among the family and selective memories
of the events. Similarly, the satisfaction of the rafters in Figure 4.2 is certainly influenced
and view's of the other rafters. In a business setting, satisfaction with a new service or
be influenced by individuals' personal experiences with the software itself, but also by
what others say about it in the company, how others use it and feel about it, and how
widely it is adopted in the organization. In Chapter 12 we will come back to this topic as
life, many countries how have a national index that measures and tracks customer
satisfaction at a macro level.23 Many public policymakers believe that these measures
could and should be used as tools for evaluating the health of the nation's economy, along
with traditional measures of productivity and price. Customer satisfaction indexes begin
13
Sri Kalahastiswara Institute Of Information & Management Sciences
IDEA CELLULAR LIMITED
to get at the quality of economic output, whereas more traditional economic indicators
tend to focus only on quantity. The first such measure was the Swedish Customer
Satisfaction Barometer introduced in 1989. Through out the 1990s similar indexes were
(American Customer Satisfaction Index, ACSI, in 1994), and Switzerland (Swiss Index of
by consumers. The measure tracks customer perceptions across 200 firms representing all
major economic sectors, including government agencies. Within each industry group,
major industry segments are included" and within each industry the largest companies in
that industry are selected to participate. For each company approximately 250 interviews
are conducted with current customers. Each company receives an ACSI score computed
14
Sri Kalahastiswara Institute Of Information & Management Sciences
IDEA CELLULAR LIMITED
MARKETING:
Marketing is a social process by which individuals and groups obtain what they
need and want through creating, offering and freely exchanging product and services of
MARKETING MANAGEMENT:
conception, pricing, promotion of ideas, goods and services to create exchanges that
MARKETING MIX:
Marketing mix is the set of controllable tactical marketing tools that the firm
blends to produce the response it wants in the target market. Four factor classifications of
these tools are called the four P’s: product, price, place and promotion.
15
Sri Kalahastiswara Institute Of Information & Management Sciences
IDEA CELLULAR LIMITED
PRODUCT:
Product is the firm’s tangible offer to the market, which includes the product
PRICE:
Price is the amount of money the customers have to pay to obtain the product
PLACE:
PROMOTION:
and promote its product to the target market. It consists of advertising, sales promotion,
BRAND:
intended to identify the goods and services of one seller or group of seller and to
BRAND IMAGE:
It is nothing but the set of benefits to` consumers hold about a particular brand.
16
Sri Kalahastiswara Institute Of Information & Management Sciences
IDEA CELLULAR LIMITED
ADVERTISING:
MARKET DEMAND:
Market demand for a product is the total volume that would be bought by a
defined customer group in a defined geographical area in a defined time period marketing
MARKET POTENTIAL:
The market forecast shows expected demand, not maximum market demand. For
the latter, we have to visualize the level of market demand resulting from a very high
would be little effect in stimulating further demand. Market potential is the limit
COMPANY DEMAND:
company marketing effort in a time period. The company’s share of market demand
depends on how its products, services, prices, communications, and so on are perceived
17
Sri Kalahastiswara Institute Of Information & Management Sciences
IDEA CELLULAR LIMITED
It is the expected level of company sales based on a chosen marketing plan and an
It is the maximum amount of sales that might be available to all the forms in an
industry during a given period ‘under a given level of industry marketing effort and
environmental conditions.
Companies face the problem of selecting the best territories and allocating their
marketing budget optimally among the best territories. Therefore, they need to estimate
18
Sri Kalahastiswara Institute Of Information & Management Sciences
IDEA CELLULAR LIMITED
Besides estimating total potential and area potential, a company needs to know the
actual industry sales taking place in its market. This means identifying its competitors and
19
Sri Kalahastiswara Institute Of Information & Management Sciences
IDEA CELLULAR LIMITED
IDEA has good market standing and company’s tariff plans and services level are
good, which are largely responsible for its position. IDEA has to sustain its position
against the expected stiff competition. The company has to know its customer perception,
the satisfaction level and also its competitor’s customer satisfaction level and problems,
which are facing their customers in order to take appropriate action. Hence, the study
20
Sri Kalahastiswara Institute Of Information & Management Sciences
IDEA CELLULAR LIMITED
To know the satisfactory level of the customers about IDEA Cell Phone
services.
schemes.
To find out the priority the reason for using IDEA Cell Service.
21
Sri Kalahastiswara Institute Of Information & Management Sciences
IDEA CELLULAR LIMITED
In today’s context both markets and marketing is complex. Cellular Phones and
mobiles have stormed the market in its fast growing world of technology. This survey
under taken for Cell Phone services will enable it to Phone. The user’s awareness and
This survey gathers information from Cell Phone users. It brings out the
Mainly this survey looks into the users profile and check for any relevant
relation of dependence with the variable like occupation age group of respondents.
user’s preference for the main competing brands of Cell Phone services like IDEA
RELIANCE in. Sri Kalahasti. This will benefit company in making their future marketing
decisions.
22
Sri Kalahastiswara Institute Of Information & Management Sciences
IDEA CELLULAR LIMITED
RESEARCH METHODOLOGY
MEANING OF RESEARCH:
research as” the manipulation of thing, concepts are symbols for the purpose of
RESEARCH DESIGN:
1. First the problem has to be defined and determined. Knowing the need of
specifically defined.
identified
23
Sri Kalahastiswara Institute Of Information & Management Sciences
IDEA CELLULAR LIMITED
The research design is the basic framework that provides guidelines for the rest of
the research process. The research design specifies the method of data collection and
analysis.
2010.
24
Sri Kalahastiswara Institute Of Information & Management Sciences
IDEA CELLULAR LIMITED
2) DATA SOURCES:
Data sources are the sources from which we get the information.
Data collected through company approved questionnaires have been used as the
primary source of data and also usage of secondary data wherever applicable.
PRIMARY DATA
This was done with the help of fully prepared structured questionnaires with a
prescribed sequence of open ended, and closed ended questions, multiple choices,
discriminate, rating and ranking to capture the appropriate responses from the
respondents.
SECONDARY DATA
This was collected through oral communication. Secondary data about the
company profile and other details were collected from the company brochures through
personal discussions with the company managers .Data pertaining to newspaper industry
has been obtained through the book “The Mass Media and You “by Desmond A.D.
Abcro.
25
Sri Kalahastiswara Institute Of Information & Management Sciences
IDEA CELLULAR LIMITED
SAMPLING PROCEDURE
KALAHASTHI was drawn. The sample was divided into different groups in such a way
SAMPLING TECHNIQUE
The location was chosen on a random basis. Even this sample was chosen by
simple random sampling. A sampling technique in which every element of the population
POPULATION:
All the Customers of IDEA have been deemed as the population of the study.
SAMPLE SIZE
The sample size is 120, and the respondents are from SRI KALAHASTHI.
PERIOD OF STUDY
26
Sri Kalahastiswara Institute Of Information & Management Sciences
IDEA CELLULAR LIMITED
QUESTIONNAIRE DESIGN
ended, Multiple Choice, and grade type of questions to suit the study.
27
Sri Kalahastiswara Institute Of Information & Management Sciences
IDEA CELLULAR LIMITED
A convenience sample was taken from SRI KALAHASTHI and the sample was
28
Sri Kalahastiswara Institute Of Information & Management Sciences
IDEA CELLULAR LIMITED
Company profile,
Product profile.
Consist of Annexure.
Consist of Bibliography.
29
Sri Kalahastiswara Institute Of Information & Management Sciences
IDEA CELLULAR LIMITED
INDUSTRY PROFILE
India is the fourth largest telecom market in Asia after China, Japan and South
Korea. The Indian telecom network is the eighth largest in the world and the second
economy measured as the ratio of telecom revenues to GDP is 2.1 percent as compared
with over 2.8 percent in developed economies. Indian telecom sector has undergone a
major process of transformation through significant policy reforms. The reforms began in
1980s with telecom equipment manufacturing being opened for private sector and were
Historically, the telecom network in India was owned and managed by the
countries, which resulted in better quality of service and lower tariffs, led Indian policy
India's telecom sector has shown massive upsurge in the recent years in all
respects of industrial growth. From the status of state monopoly with very limited growth,
it has grown in to the level of an industry. Telephone, whether fixed landline or mobile, is
an essential necessity for the people of India. This changing phase was possible with the
economic development that followed the process of structuring the economy in the
30
Sri Kalahastiswara Institute Of Information & Management Sciences
IDEA CELLULAR LIMITED
de-licensing resulted in fast growth of this sector. At present the country's telecom
industry has achieved a growth rate of 14 per cent. Till 2000, though cellular phone
companies were present, fixed landlines were popular in most parts of the country.
and measures to allow new players country, the featured products in the segment came in
to prominence. Today the industry offers services such as fixed landlines, WLL, GSM
allowed the prices drastically down by making the mobile facility accessible to the urban
middle class population, and to a great extends in the rural areas. Even for small
Major players in the sector are BSNL, MTNL, Bharti Teleservices, Hutchison Essar,
BPL, Tata, Idea, etc. With the growth of telecom services, telecom equipment and
Fixed-line Telephony
Mobile Telephony
31
Sri Kalahastiswara Institute Of Information & Management Sciences
IDEA CELLULAR LIMITED
Internet:
Investment
The Indian telecom sector can be broadly classified into Fixed Line Telephony
and mobile telephony. The major players of the telecom sector are experiencing a fierce
competition in both the segments. The major players like BSNL, MTNL, VSNL in the
fixed line and IDEA CELLULAR SERVICES, Hutch, Idea, Tata, Reliance in the mobile
segment are coming up with new tariffs and discount schemes to gain the competitive
advantage. The Public Players and the Private Players share the fixed line and the mobile
segments. Currently the Public Players have more than 60% of the market share.
Both fixed line and mobile segments serve the basic needs of local calls, long
distance calls and the international calls, with the provision of broadband services in
the fixed line segment and GPRS in the mobile arena. Traditional telephones have been
replaced by the codeless and the wireless instruments. Mobile phone providers have
32
Sri Kalahastiswara Institute Of Information & Management Sciences
IDEA CELLULAR LIMITED
also come up with GPRS-enabled multimedia messaging, Internet surfing, and mobile-
commerce. The much-awaited 3G mobile technology is soon going to enter the Indian
telecom market. The GSM, CDMA, WLL service providers are all upgrading themselves
manufacturing. In the beginning, there were only the Siemens handsets in India but now a
whole series of new handsets, such as Nokia's latest N-series, Sony Ericsson's W-series,
Motorola's PDA phones, etc. have come up. Touch screen and advanced technological
handsets are gaining popularity. Radio services have also been incorporated in the mobile
handsets, along with other applications like high storage memory, multimedia
applications, multimedia games, MP3 Players, video generators, Camera's, etc. The value
added services provided by the mobile service operators contribute more than 10% of the
total revenue.
33
Sri Kalahastiswara Institute Of Information & Management Sciences
IDEA CELLULAR LIMITED
The leading cellular service providers have the following number of subscribers
SERVICES
MTNL 40.03 lakhs
Idea 4 crores
IDEA CELLULAR SERVICES has the largest customer base with 31% market
share, followed by Hutch and BSNL with each holding 22% market share.
The 2009 budget has brought further relief to the customers with the reduction in
the tariffs, both local and long distance, and with slashing down the roaming rentals.
This is likely to lead to even more people going for cellular services and more and more
use of the value added services. However, landline telephony is likely to remain popular,
too, in the foreseeable future. MTNL, the largest landline service provider, has recently
taken some bold initiatives to retain its market share and, if possible, expand it.
Sanchar Nigam Limited (VSNL) were formed and a Telecom Commission was set up to
“In 1990s, telecommunications sector also benefited from the general opening up
of the economy. NTP 1994 was the first attempt to give a comprehensive roadmap for the
• Universal service covering all villages and one PCO per 500 persons in
• Telecommunication Services
• Telecommunication Equipment
Telecommunication Services
Service Provider (ISP) and Very Small Aperture Terminal (VSAT) services. Government
of India (GOI) plans to introduce a unified license for all telecommunication services in
India, and has already allowed full mobility to wireless in local loop (WLL) operators as a
35
Sri Kalahastiswara Institute Of Information & Management Sciences
IDEA CELLULAR LIMITED
first step. Telecom services are growing at an approximate rate of around 5 percent per
year in terms of revenue and mere 10 % in terms of subscriber base in last five years.
Partly the result is due to negative growth in NLD market (-14% Rs 51,410 million from
Rs 59,880 million) and ILD market (-13% Rs 43,460 million from Rs 50,010 million) in
2003-04. Amongst telecom services, cellular services are the fastest growing, with CAGR
of 40 percent over the past four years. Telecommunications Regulatory Authority of India
(TRAI) expects that the total number of cellular connections would bypass the total
number of fixed line connections by late 2004 and early 2005. (As on March 2004
subscriber base of cellular operators is 33 million and basic operator is 42.84 million)
services have been growing at a CAGR of nearly 22%, owing largely to the rapid increase
Cellular Services
36
Sri Kalahastiswara Institute Of Information & Management Sciences
IDEA CELLULAR LIMITED
Fixed line services consist of basic services, national or domestic long distance
and international long distance services. The domestic market (i.e. excluding international
revenues), has been growing more than 5 per cent annually during the past three years,
and has a current market size of Rs 30,164 crores, with a base of 43 million lines.
The state operators (BSNL and MTNL), account for almost 90 per cent of
revenues from basic services. Private sector services are presently available in 18 circles,
and collectively account for less than 5 per cent of subscriptions. However, private
services focus on the business/corporate sector, and offer reliable, high- end services,
such as leased lines, ISDN, closed user group and videoconferencing. As a result,
average-revenues-per-user (ARPU) of private operators are more than twice those of the
The main revenue contributing value added services were NLD and ILD. The
reduction in NLD and ISD tariffs punctured the potential of the key revenue streams.
Internet telephony for ISD worsened the potential. Added to it was the phenomenal
Growth Drivers
Considering the inherent advantage of scale that the incumbent state operators have, the
private companies are setting their networks very selectively and targeting corporate
clients with value added services. The government has introduced unified license for
37
Sri Kalahastiswara Institute Of Information & Management Sciences
IDEA CELLULAR LIMITED
fixed and mobile service providers. This allows all phone companies to become mobile
Indian fixed line network is likely to expand as the current low level of telephone
penetration is very low coupled with the unmet demand for connections. India's fixed line
million in March 2004. The rate of growth in services revenues is however, likely to be
lower in comparison with the pace of increase in the number of fixed lines.
and 4 Metro cities, covering 1500 towns across the country. Presently, there are five
private service operators in each area, and an incumbent state operator. Almost 80% of
Several GSM cellular service companies are climbing the EDGE bandwagon.
Hutch has already started and Bharti has made test calls on the EDGE platform and the
The DoT has allowed cellular companies to buy rivals within the same operating
circle provided their combined market share did not exceed 67 per cent. Previously, they
38
Sri Kalahastiswara Institute Of Information & Management Sciences
IDEA CELLULAR LIMITED
Regulatory Structure
The lack of clarity in the regulatory structure has made it difficult to predict the
prospects for this industry. This uncertainty has best been typified by the issuance of a
fourth license and the controversies with reference to limited mobility players. The
Cellular Services was thrown open for third & fourth Service providers in 2002. The
Growth Drivers
growth drivers in the industry. Cellular operators now get substantial revenue from these
services, and compensate them for reduction in tariffs on airtime, which along with rental
was the main source of revenue. The reduction in tariffs for airtime, national long
distance, international long distance, and handset prices has driven demand.
Internet has become very easily accessible with cyber cafes /kiosks increasing
their density, not only in the metro towns but also in semi-urban towns. There is no
restriction on the number of internet companies and more than 185 companies are
operational. Internet telephony has been allowed officially from 1 April 2002. The
leased lines, ISDN, VPN etc is driving the growth of the internet services market.
39
Sri Kalahastiswara Institute Of Information & Management Sciences
IDEA CELLULAR LIMITED
treatment of ISPs, high bandwidth prices, low PC penetration, high cost of telephone
access etc.
Telecommunication Equipment
The domestic industry is worth Rs 303,000 million and has made little progress in
comparison to the development of Telecom services in the country. The industry is faced
with two major challenges: India is being steadily opened up to the global market, as
trade restrictions are done away with, resulting in crashing ofimport duties across the
board and easy movement of goods from overseas. It is forecasted that by 2005, imported
telecom equipment will account for 75% of the Expenditure on telecom equipment in
India. Secondly, to cut down on operations costs, US, European and East Asian
Growth Drivers
" Key players like BSNL, Bharti, Reliance, BATATA, BPL and Hutchison will
drive equipment market growth. Transmission equipment, cable and terminal equipment
are expected to drive the market in the years to come. Also switching systems will remain
40
Sri Kalahastiswara Institute Of Information & Management Sciences
IDEA CELLULAR LIMITED
CELLULAR TECHNOLOGY
In a cellular system the geographical area is dived into adjacent. Not overlapping,
hexagonal shaped cells. Each cell has its own transmitter and receiver (called base
stations) to communicate with the mobile units in that cell; a mobile switching station
coordinates the handoff of mobile units crossing cell boundaries. Cellular system are
based on the concept of frequency reuse: the same frequency is used by several sites
which are fare enough from one another, resulting in a tremendous gain in system
capacity. The counterpart is the increased complexity both for the network and the mobile
stations, which must be able to select a station among several possibilities and the
infrastructure cost because of the number of different sites. The system hands over calls
from transmitter to transmitter as customers move around in their vehicles. This new
techniques would allow more customers access to the system simultaneously and when
more capacity which is popularly known as CELL SPLITTING. One of the most
important concepts for any cellular telephone system is that of multiple accesses meaning
that multiple simultaneous users can be supported through frequency reuse. In other
words a large number of users share a common pool of radio channels and any user can
again access to any channel (each user is not always assigned to the same channel). A
channel can be thought as merely a portion of the limited radio spectrum which is
41
Sri Kalahastiswara Institute Of Information & Management Sciences
IDEA CELLULAR LIMITED
Cellular Architecture:-
A schematic overview of the GSM system is shown in the figure given below. The
system is composed of three main elements; the switching sub-system, the base station
sub-system and the mobile. The switching part controls the communication across the
radio interface and the mobile acts as the transmitter receiver for the user.
STN
A schematic overview of the GSM System is shown in the figure given below.
The system is composed of three main elements; the switching sub-system, the base
station sub-system and the mobile. The switching part makes the connection between the
two users, the base station part controls the communication across the radio interface, and
Mobile station
The best known part of the cellular network is certainly the mobile stations.
Module (SIM). The SIM card contains a unique international Mobile subscriber identity
(ISMI) used to identify the subscriber to the system. The SIM is basically a smart card
containing the entire subscriber related information on the user’s side of the radio
interface.
42
Sri Kalahastiswara Institute Of Information & Management Sciences
IDEA CELLULAR LIMITED
A potential user may off course buy mobile equipment. But he may also lease
borrow the equipment or purchase it through other channels fixed mobile stations are
20W. Portable (bag phones) can emit up to 8W and hand held portable units up to 20 with
second Generation mobile (on the market since 1993), the GSM system is becoming more
and more attractive. Hand – portable units are becoming much smaller and are coming
with numerous features on it. This is giving the system boost popularity, especially in
those markets with a particular demand for small mobiles such as in Asian and Pacific
areas.
Base station sub-system groups the infrastructure machines. Which are specific to
the radio cellular aspect of GSM. The BSS is in direct contact with the mobile station
through the radio interface. As such, it includes the machines in charge in transmission
and reception on the radio path, and the management thereof. On the other side, the BSS
is in contact with the switches of Network sub-system (NSS). The BSS includes two
types of machines.
43
Sri Kalahastiswara Institute Of Information & Management Sciences
IDEA CELLULAR LIMITED
transceiver station (BTS). This is the mobiles interface to the network. Each cell site is
equipped with a BTS is usually located of radio equipment that provides coverage within
a cell. The transmitting power of the BTS is usually located in the center of a cell. A cell
site is used to refer to the physical location of radio equipment that provides coverage
within a cell. The transmitting power of the BTS determines the absolute cell size.
The BTS houses the radio transceivers that define a cell and handles the radio –
link protocols with the mobile station. BTS are placed in the field to transfer a cell to
customer’s handsets and there are between one and sixteen transceiver each of which
location the BTS coverage is much smaller. BTS can be considered as complex radio
modems and have littler other function. A list of hardware located at a cell site includes
power sources, interface equipment, radio frequency transmitters and receivers and
antenna systems.
Base station controller is in contact with the switches of NSS. It monitors and
controls several base stations, the number of which depends of the manufacturer and can
be between several tens and several hundred of stations. A typical BSC can manage from
one BTS to the entire BTS in service area, depending on their traffic capacity. The chief
tasks of the BSC are frequency administration the control of a BTS and exchange
functions. It handles radio – channels setup, frequency hopping and handovers. The BSC
44
Sri Kalahastiswara Institute Of Information & Management Sciences
IDEA CELLULAR LIMITED
is the connection between the mobile station and the mobile service switching center and
is charge of all radio interface management through the remote command of the BTS and
the mobile station, mainly the allocation and release of radio channels and the handover
management. The BSC is connected on one side, to several BTSs and on the other side, to
the network and switching sub system (more appropriately to a mobile switching centre).
A BSC is in fact a small switch with substantial computations capability. The hardware of
the BSC may be located at the same side as the BTS, s its own standalone site or the site
of the Mobile switching centre (MSC). BSC and BTS together form a functional entity
The NSS includes the main switching functions, as well as the data basis needed
for subscriber data and mobility management. The main role of NSS is to manage the
communications between the GSM users and the other tele-communications network
users. The NSS is responsible for performing call processing and subscriber – related
functions.
The MSC is the interface of the cellular network to the PSTN. MSC performs the
telephony switching functions of the system. It acts like a normal switching node of the
PSTN, and additionally provides all the functionality needed to handle and mobile
45
Sri Kalahastiswara Institute Of Information & Management Sciences
IDEA CELLULAR LIMITED
routing to a roaming subscriber MSC is the primary switching interface between the
mobile telephone systems and the PSTN. It is capable of routing calls from the fixed
network-via the BSC and the BTS to an individual mobile station. The MSC interface
with BSS on one other side (through which it is contact with GSM users) and with the
external networks on the other. The NSSs also need to interface with the external
networks to make use of their capability to transport user data or signaling between GSM
entitles. In particular, the NSS make use of a signaling support network at least partly
The HLR is database about subscribers; it stores the identity and user data of all
the subscribers belonging to the area or related MSC. These are permanent data, such as
key, including a subscriber’s service profile location information activity status and some
temporary data. Temporary data on the SIM included such entries as (1) the address of the
current visitor location register (VLR). Which currently administers the mobile stations
(2) the number of which the calls must be forwarded (if the subscriber select call
forwarding), and (3) some transient parameters for authentication and ciphering.
The IMSI is permanently stored on the SIM card. The IMSI is one of the pieces of
important information used to identity a subscriber within GSM system. The first three
digits of the IMSI identify the Mobile country code (MNC). Up to ten additional digits of
46
Sri Kalahastiswara Institute Of Information & Management Sciences
IDEA CELLULAR LIMITED
The VRL contains the relevant data of al mobiles currently located in a serving [g]
MSC. It is the database that contains temporary storing subscription data for those
subscribers currently situated in the service area of the corresponding MSC as well as
holding data on their location at a more precise level than the HLR. The VLR is always
integrated with MSC. The permanent data are the same as data found in the HLR; the
temporary mobile subscriber identity (TMSI), which is used for limited periods of time to
prevent the transmission of the IMSI serves to protect the subscriber from high –
technology of the TMSI for the IMSI Service to protect the subscriber from high –
technology intruders and helps point to the location of the mobile station through the cell
identity.
The VLR has to support the [G] MSC during a call establishment and an
subscriber data in the VLR as well as in the HLR, reduces the data traffic to the HLR
because it is not necessary to ask for these data every time they are needed. Another
reason for strong the identical data at low different locations (in the HLR & VLR ) is the
each serves a different purpose. The HLR has to prove the GMSC with the necessary
subscriber data when a call is coming from the public network. The VLR on the other
hand serves the opposite function. Providing the host (G) MSC with the necessary
47
Sri Kalahastiswara Institute Of Information & Management Sciences
IDEA CELLULAR LIMITED
Authentication center
The Authentication center (AC) is related to the HLR. It provides the HLR with
knows exactly which algorithms it has to use for a specific subscriber in order to calculate
input values and issues to required results. Since all the algorithms for the authentication
procedures are stored within AC, they are protected against abuse. The SIM card issued in
area assigned to AC contains the same algorithms for authentication as the AC does. If
the AC provides input and output parameters for these algorithms to either the HLR or the
VLR, either location Register can verify (authenticate) the mobile station.
The equipment identity register (EIR) is a database that contains a list of all valid
mobile equipment on the network. Where each mobile station id identified by its
been reported stolen or it not type approved. Within the EIR we find all the serial
numbers of the mobile equipment that is either stolen or due to some defect in their
hardware, may not be used in a network. The idea is to check the identity at each
registration or call setup of any mobile station and then depending on its IMEI admit or
bar access of the mobile station to the system. The implementation of EIR is relatively a
48
Sri Kalahastiswara Institute Of Information & Management Sciences
IDEA CELLULAR LIMITED
The Operation & Maintenance center (OMC) has access to both the (G) MSC and
the BSC, handless error messages coming from the network and control the traffic load of
the BSC and the BTS. The OMC configures the BTS via the BSC and allows the operator
to check the attached components of the system. As the cells become smaller and the
49
Sri Kalahastiswara Institute Of Information & Management Sciences
IDEA CELLULAR LIMITED
COMPANY PROFILE
The established service areas are Delhi, Andhra Pradesh, Gujarat, Maharashtra, Haryana,
Licenses for the Maharashtra and Gujarat Service Areas were awarded in December
1995, with network rollout and commercial launch achieved in 1997. In January 2001 the
mobile operations in Andhra Pradesh Service Area were integrated with IDEA through a
In June 2001, the mobile operations in Madhya Pradesh Service Area were fully
integrated with IDEA through an acquisition of RPG Cellcom Limited. In October 2001,
the license for Delhi Service Area was acquired during the fourth mobile license auction,
acquired with its original licenses in the Service Areas of Haryana, Uttar Pradesh (West)
and Kerala. All these Service Areas were re-branded and integrated with IDEA in June
2004.
Call forwarding
Call conferencing
50
Sri Kalahastiswara Institute Of Information & Management Sciences
IDEA CELLULAR LIMITED
using
VOICE MAIL
Cell One Voice Mail Service ensures that the customers never miss their calls
even when their phone is busy, switched off, out of coverage, or the customer is simply
too busy to take the call. In such cases, Cell One VMS greets the caller and records a
message from the caller, which the customer can retrieve later at his convenience from
BASED
3. GPRS/MMS:
subscription, now have access and download the rich content like Polyphonic ring
tones, True tones, Real tones, MP3 tones, SMS tones, Themes, Color wallpapers,
Java Games, etc thorough the website (www.cellone.in) as well as the WAP site
(wap.cellone.in). The detailed catalogue of the content can be seen either at the
51
Sri Kalahastiswara Institute Of Information & Management Sciences
IDEA CELLULAR LIMITED
4. The subscribers interested in knowing about how they can subscribe to GPRS of
5. The subscribers who need to have the GPRS settings for activating their GPRS
services (both prepaid and postpaid GPRS subscribers) in the name of "MOBILE
SMS
allows Cell One mobile subscribers to send a short text message instantaneously to any
other mobile subscriber. We can type down the message and send it to any mobile. The
characters. The system sends the confirmation about the delivery of the message to the
sender as soon as the message is delivered .If the called number is busy or out of
coverage area, the system periodically monitors the status of the called number and
sends the message as soon as it becomes active. IDEA provides national and
International SMS facility to its post and pre-paid customers at very cheap price.
52
Sri Kalahastiswara Institute Of Information & Management Sciences
IDEA CELLULAR LIMITED
CALL FORWARDING
In case we are in a meeting or our Cell phone is switched off, using the Call
Forwarding feature, we can forward our calls on a fixed line or a cell phone where
someone can see messages on your behalf. You can also forward an incoming call while
speaking to someone.
CALL CONFERENCE
There are times when we have wished that we could speak to a group of people
simultaneously. May be wanted to gossip with friends, or hold discussions with clients.
Now we can have the privilege of a teleconference with up to 6 people, at the punch of a
few buttons
CALL WAITING
This feature enables us to speak to two callers, one at a time, without hanging up
on either one of them. When this network service is activated, the network notifies we of
a new incoming call while we have a call in progress. If another person tries calling us
midway through a conversation, he/she will hear a message informing him/her that your
line is busy, while you will hear beeps at intervals. We can accept the second call while
53
Sri Kalahastiswara Institute Of Information & Management Sciences
IDEA CELLULAR LIMITED
1. FAX Message
2. E-Mail
FAX-Message
This feature will enable the subscriber to sent/receive fax message. The fax can be
sent/received to/by the subscriber either through IDEA UMN account or using fax
machine.
This feature will enable the subscriber to send/receive E-mail. The subscriber has
This feature will enable the subscriber to receive the Email on the mobile phone
54
Sri Kalahastiswara Institute Of Information & Management Sciences
IDEA CELLULAR LIMITED
PRODUCT PROFILE
Quantity
55
Sri Kalahastiswara Institute Of Information & Management Sciences
IDEA CELLULAR LIMITED
ANALYSIS
This chapter the percentage –based analysis of the questionnaire that has been
presented been presented before 120 respondents in order to know the customer
satisfaction towards IDEA Cellular services providers. Here the data collected through the
questionnaire has been tabulated with table interpretations and inferences drawn from the
tabulated data. This chapter forms the base for the whole study through its findings and
suggestions. This particular chapter can be states as the pivotal chapter of the whole
study.
RESULTS
researcher has tried to provide suggestions so as to improve the overall satisfaction level
of customers.
The names of the books, journals, records etc.., have been given in bibliography
56
Sri Kalahastiswara Institute Of Information & Management Sciences
IDEA CELLULAR LIMITED
DATA ANALYSIS
AGE
TABLE-1
Age
60
50
50 42
40
30 21 Respondents
20
7
10
0
15-20 20-35 35-50 Above50
years
57
Sri Kalahastiswara Institute Of Information & Management Sciences
IDEA CELLULAR LIMITED
INFERENCE:
Most of the cell phone users age between20-35years have taken with in 41.60%
we have observe the above table for 50 years persons having 5.4%.
58
Sri Kalahastiswara Institute Of Information & Management Sciences
IDEA CELLULAR LIMITED
TABLE-2
12 18
STUDENTS
EMPLOYEES
BUSINES
35 PEOPLES
55
OTHERS
INFERENCE:
Most of the business people are using the idea services 45.84% and 29.12%
Employees, 15%of students and 10% of others are using idea services.
SERVICE.
59
Sri Kalahastiswara Institute Of Information & Management Sciences
IDEA CELLULAR LIMITED
TABLE-3
NO.OF
CUSTOMERS PERCENTAGE
RESPONDENTS
Below one year 30 10.83
1-2years 52 43.33
2-5years 34 28.33
Above 5years 21 17.51
Total 120 100
60 52
50
40 30 34
30 21 Respondents
20
10
0
Below 1-2years 2-5years Above
one year 5years
years
INFERENCE:
60
Sri Kalahastiswara Institute Of Information & Management Sciences
IDEA CELLULAR LIMITED
Most of the cell phone users have taken idea service 1-2 yrs is 47.5%, 2-5 yrs
customers are 45%, above 5 yrs are 17.5% and fresh customers are 9.17%
TABLE - 4
NO. OF
SERVICES PERCENTAGE
RESPONDENTS
Pre paid 97 80.83
Post paid 23 19.17
Total 120 100
120
97
100
80
60 Respondents
40 23
20
0
Pre paid Post paid
services
61
Sri Kalahastiswara Institute Of Information & Management Sciences
IDEA CELLULAR LIMITED
INFERFERENCE:
Most of the respondents are using Pre Paid service 80.83% and Post paid
TABLE-5
62
Sri Kalahastiswara Institute Of Information & Management Sciences
IDEA CELLULAR LIMITED
1 30
36 Highly satisfied
Satisfied
Neutral
Dis satisfied
53
INFERENCE:
Majority of the respondents 44.17% are satisfied with the idea network and 0.83%
63
Sri Kalahastiswara Institute Of Information & Management Sciences
IDEA CELLULAR LIMITED
PROVDE BY IDEA
TABLE-6
60 53
47
50
40
30 20 Respondents
20
10
0
Highly satisfied Satisfied Neutral
Customers
INFERENCE:
64
Sri Kalahastiswara Institute Of Information & Management Sciences
IDEA CELLULAR LIMITED
Majority of the respondents are satisfy with sales after services 44.17%,highly
65
Sri Kalahastiswara Institute Of Information & Management Sciences
IDEA CELLULAR LIMITED
TABLE – 7
Highly satisfied
Satisfied
Neutral
Dis satisfied
66
Sri Kalahastiswara Institute Of Information & Management Sciences
IDEA CELLULAR LIMITED
INFERENCE:
TABLE-8
NO.OF
CUSTOMERS PERCENTAGE
RESPONDENTS
Highly satisfied 13 10.83
Satisfied 58 48.33
Neutral 47 39.17
Dis satisfied 2 1.60
Total 120 100
70 58
60
47
50
40
Respodents
30
20 13
10 2
0
Highly Satisfied Neutral Dis satisfied
satisfied
Call rates
67
Sri Kalahastiswara Institute Of Information & Management Sciences
IDEA CELLULAR LIMITED
rates,10.83% are highly satisfied and 1.67% respondents are dis satisfied.
PROVIDED BY IDEA
TABLE-9
ROAMING
NO. OF RESPONDENTS PERCENTAGE
FACILITY
Highly satisfied 10 8.34
Satisfied 34 28.33
Neutral 56 46.67
Dis satisfied 20 16.66
Total 120 100
10
20
Highly satisfied
34 Satisfied
Neutral
Dis satisfied
56
INFERENCE:
Majority of the respondents 46.67% are neutral with the caller tune provided by
68
Sri Kalahastiswara Institute Of Information & Management Sciences
IDEA CELLULAR LIMITED
TABLE-10
CUSTOMERS
NO. OF RESPONDENTS PERCENTAGE
70
61
60
50
41
40
Respondents
30
18
20
10
0
Highly satisfied Satisfied Neutral
Advertisment
INFERENCE:
Half of the respondents 50.83% are highly satisfied with idea school
advertisement and no respondents are dis satisfied with the idea school advetisment.
TABLE-11
69
Sri Kalahastiswara Institute Of Information & Management Sciences
IDEA CELLULAR LIMITED
6
27
Friends
Dealers
49
Your self
Others
38
INFERENCE:
TABLE-12
35
Yes
No
85
INFERENCE:
Majority of the respondents 70.83% are continuing with idea services and 29.17%
SERVICES
TABLE-13
NO.OF
CUSTOMERS PERCENTAGE
RESPONDENTS
IDEA 24 20.00
AIR TEL 51 42.50
VODAFONE 38 31.60
71
Sri Kalahastiswara Institute Of Information & Management Sciences
IDEA CELLULAR LIMITED
Whoarethemaincompetitorstoidea
services
60 51
50 38
40 24
30 Respondents
20 7
VODAFONE
10
DOCOMO
AIR TEL
0
BSNL
TATA
Competitors
services are competitors, 31.67% Vodafone are competitors and 20% of IDEA and
reliance and tata indicom are no competition with the idea services .
TABLE-14
72
Sri Kalahastiswara Institute Of Information & Management Sciences
IDEA CELLULAR LIMITED
60 50
50
40 30
30 24 Series1
20 16
10
0
1st 2nd 3rd Can’t say
Ranks
respondents are giving 3rd rank and 13.33% of respondents giving 1st ran k with the idea
73
Sri Kalahastiswara Institute Of Information & Management Sciences
IDEA CELLULAR LIMITED
TABLE-15
22
Yes
No
98
INFERENCE:
Majority of the respondents 81.67% are enjoying with idea advertisement and
74
Sri Kalahastiswara Institute Of Information & Management Sciences
IDEA CELLULAR LIMITED
BY IDEA SERVICES
TABLE-16
Highly satisfied
Satisfied
Neutral
Dis satisfied
INFERENCE:
Majority of the respondents 35.83% are satisfied with customer care support
provided by idea services, 4.17% of dis satisfied by customer care support provided by
idea services.
75
Sri Kalahastiswara Institute Of Information & Management Sciences
IDEA CELLULAR LIMITED
TABLE-17
NO.OF
Customer PERCENTAGE
RESPONDENTS
Highly satisfied 19 15.83
satisfied 43 35.83
Nuetral 47 39.17
dissatisfied 11 9.17
Total 120 100
11 19
Highly satisfied
satisfied
47 Nuetral
43 dissatisfied
INFERENCE:
Majority of the respondents 39.17%are neutral in their feeling about idea power
76
Sri Kalahastiswara Institute Of Information & Management Sciences
IDEA CELLULAR LIMITED
TABLE-18
39
Yes
No
81
INFERENCE:
Majority of the respondents 67.5% are satisfied with the night balance timings and
32.5% are dissatisfied with night balance timings of idea net work compared with other
services.
77
Sri Kalahastiswara Institute Of Information & Management Sciences
IDEA CELLULAR LIMITED
FINDINGS
• Based on age, most of the cell phone users age between20-35years have taken
with in 41.0%
• Half of the users of idea services have been in usage for 1 years .
• Coverage, tariff of idea is the main reason to divert many users from other
services followed by coverage area.
• Half of users of cell phone are engaged with voice communication of instead
SMS, GPRS, MMS, and internet.
• Coverage is the main reason for using in rural areas IDEA cell services .
• Most of the customers mainly 87.5% want to YOUR SELF go for IDEA
services.
• Majority of the respondents are not satisfied with night timings offers
78
Sri Kalahastiswara Institute Of Information & Management Sciences
IDEA CELLULAR LIMITED
If we advice to develop the packages, which engages more customers in SMS and
internet along with voice communication. It also helps reducing competition from
Customer care should be answerable to customers at any time with out delay.
IDEA should think about to concentrate on student segment with attractive offers.
79
Sri Kalahastiswara Institute Of Information & Management Sciences
IDEA CELLULAR LIMITED
CONCLUSION
At last I conclude that the project report undertaken by me is satisfactory and the
work has got very good response from the respondents. The coverage and tariff provided
by the company are very much beneficial to respondents. In the process, majority of the
respondents are very positive towards the IDEA CELLULAR SERVICES. According to
my research, all the respondents are provided with better service by the company.
80
Sri Kalahastiswara Institute Of Information & Management Sciences
IDEA CELLULAR LIMITED
SRI KALAHASTHI
Ph.No:
1.Name :
3.Age? [ ]
C) 35-50 D) Above 50
A) Students B) Employees
5. From How Many Years Are You Customer For Idea Services? [ ]
C) Neutral D) Dissatisfied
8. Are You Satisfied With The Sales After Services Provided By Idea ? [ ]
C) Neutral D) Dissatisfied
C) Neutral D) Dissatisfied
C) Neutral D) Dissatisfied
C) Neutral D) Dissatisfied
C)Neutral D)Dissatisfied
A)Friends B)Dealers
C)Yourself D)Others
A)Yes B)No
A) Airtel B) MTS
C) Vodafone E) Reliance
A)1 B)2
17.Are you satisfied with customer care support provded by idea services ?
[ ]
C)Neutral D)Dissatisfied
83
Sri Kalahastiswara Institute Of Information & Management Sciences
IDEA CELLULAR LIMITED
C)Neutral D)Dissatisfied
A)Yes B)No
20.Are you satisfy the night balance timings for idea services compare
A)Yes B)No
Place:
Date :
Signature
84
Sri Kalahastiswara Institute Of Information & Management Sciences
IDEA CELLULAR LIMITED
BIBLIOGRAPHY
4. S.P GUPTHA “STATISTICAL METHODS” Sultan chand & Co., New Delhi.
Web sites:
www.google.com
www.ask.com
85
Sri Kalahastiswara Institute Of Information & Management Sciences