Professional Documents
Culture Documents
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Course No.: M3CGM05
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Course Name: Business Research Methods
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Are The Customers Satisfied With
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Group No:
The Telecom Operators?
28
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Group Members: Ramendra Vikram Singh (10609167)
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Ravinder Pal (10609168)
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Sarvesh Baghel (10609170)
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Shantanu Rana (10609172)
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Submission Date: March 31st, 2011
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Submitted to: Dr. Jhumur Sengupta
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How Much Are The Customers Satisfied With The Telecom Operators?
TABLE OF CONTENT
2. RESEARCH OBJECTIVES 16
4. RESEARCH METHODOLOGY 18
4.1. Sources Of Data 18
4.2. Methodology & Presentation Of Data 18
4.3. Research Design 18
4.4. Data Collection 18
4.5. Research Definition 19
5. DATA ANALYSIS 20
5.1. Data Analysis And Interpretation 20-34
6. CONCLUSION 35-36
7. REFERENCES 37
8. ANNEXURE 38
8.1. Questionnaire 38-42
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How Much Are The Customers Satisfied With The Telecom Operators?
1. INTRODUCTION
resulting from product‟s perceived performance (outcome) in relation to his or her expectations.
Customer satisfaction is the level of a person‟s felt state resulting from comparing a product‟s
perceived performance (outcome) in relation to the person‟s expectations”. This satisfaction level
performance, exceed expectation the customer highly satisfied or delighted. If the performance
matches the expectations the customer is satisfied. If the products performance fall shorts of
I. Many companies are aiming for high satisfaction because customers who are just satisfied
still find it easy to switch when a better offer comes along. High satisfaction or delight
II. Variety of factors that affect customer satisfaction includes product quality, product
availability and after sales support such as warranties and services. Customer satisfaction is
satisfaction brings sales growth, and market share. A company can always increase customer
satisfaction by lowering its price or increasing its services but this may result in lower profits.
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III. India is on the threshold of a new millennium. India chose for global economy, exposing her
to winds of change in the market place, which has expanded vastly and become fiercely
competitive. In the changed environment, decision makers view the marketing concept as the
key to success. Marketing in practice has to manage products, pricing, promotion and
distribution.
IV. A successful product can be developed by exploding these opportunities. While delivering
the value of the consumer we make use of marketing support. This support is based on the
function and a set of processes for creating, communicating and delivering value to
customers and for managing customer relationships in ways that benefit the organization and
its stakeholders".
VI. The two major factors of marketing are the recruitment of new customers (acquisition) and
the retention and expansion of relationships with existing customers (base management).
Marketing methods are informed by many of the social, particularly psychology, sociology,
and economics. Anthropology is also a small, but growing, influence. Market research
underpins these activities. Through advertising, it is also related to many of the creative arts.
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VII. For a marketing plan to be successful, the mix of the four "Ps” i.e. product, price, place,
promotion must reflect the wants and desires of the consumers in the target market. Trying to
convince a market segment to buy something they don't want is extremely expensive and
seldom successful. Marketers depend on marketing research, both formal and informal, to
determine what consumers want and what they are willing to pay for. Marketers hope that
this process will give them a sustainable competitive advantage. Marketing management is
the practical application of this process. The offer is also an important addition to the 4P's
theory.
people think marketing is just selling whatever comes out of the manufacturing plant. It's the
job of marketing to decide WHAT comes out of the manufacturing plant in the first place.
Before a business can make money there must be opportunities for money to be made and it's
marketing's job to define what those opportunities are. Marketers analyze markets, market
gaps, trends, products, competition, and distribution channels to come up with opportunities
to make money.
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How Much Are The Customers Satisfied With The Telecom Operators?
and business models to make it hard if not impossible for competition to take away
III. Demand Generation/Management: It's the job of marketing to create and sustain demand
IV. Sales: The ultimate goal of marketing is to make money for a business. In most company‟s
sales is a different discipline and department from marketing. But in order for salespeople to
have any long term success in a company they must be led by marketing. The better job a
advantage, and generating demand for their products the easier it will be for salespeople to
make sales.
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How Much Are The Customers Satisfied With The Telecom Operators?
customer service centers, and further suggestions were given by customers to satisfy their
desires.
II. Customer satisfaction surveys: Responsive companies obtain a direct measure of customer
customers to find out how they feel about various aspects of the company‟s performance and
also solicit views on their competitor‟s performance. It is useful to measure the customer‟s
III. Lost Customer Analysis: Companies should contact customers who have stopped buying or
IV. Consumer Behavior vs. Consumption Behavior: Consumer behavior refers to the manner
in which an individual reaches decision related to the selection, purchases and use of goods
and services. Walters and Paul says that, consumer behavior is the process where by the
individuals decides what, when, how and from whom to purchase goods & services.
behavior relates to and to the mass or aggregate of individuals (Macro behavior) consumers
behavior as a study focuses on the decision process of the individual consumer or consuming
unit such as the family. In contrast the consumption behavior as a study is to do with the
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How Much Are The Customers Satisfied With The Telecom Operators?
explanation of the behavior of the aggregate of consumers or the consuming unit. Consumer
is a pivot, around which the entire system of marketing revolves. The study of buyer
India's telecom sector has reached a major milestone recently with the country's mobile user base
surpassing 500 million. More over it‟s boosted by a staggering 17.7 million new activations in
Nov 2009.When we dig further in to the performance growth of the telecom sector in India we
get some strong impressive figures which depict India have a huge untapped potentiality in 2010
and beyond.
According to the Telecom Regulatory Authority of India (TRAI), India's mobile customer base
Currently, 43 out of every 100 Indians own a cell phone. Including roughly 37 million fixed
lines, India now has a total of 543 million telephone lines, a penetration rate of around 46%.
There is considerable headroom for growth given the under penetrated rural regions.
1851 First operational land lines were laid by the government near Calcutta (seat of British
power).
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1932 Merger of ETC and IRT into the Indian Radio and Cable Communication Company
(IRCC).
Communications.
domestic and long-distance service that would be its own regulator (separate from the
postal system).
1986 Conversion of DOT into two wholly government-owned companies: the Videsh Sanchar
1999 Cellular Services are launched in India. New National Telecom Policy is adopted.
A large population, low telephony penetration levels, and a rise in consumers' income and
spending owing to strong economic growth have helped make India the fastest-growing telecom
market in the world. The first and largest operator is the state-owned incumbent BSNL, which is
also the 7th largest telecom company in the world in terms of its number of subscribers. BSNL
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government unit responsible for provision of telephony services. Subsequently, after the
telecommunication policies were revised to allow private operators, companies such as Bharti
Telecom, TATA Indicom, Vodafone, MTNL, Idea and Vodafone have entered the space as
major operators in India. However, rural India still lacks strong infrastructure.
The total number of telephones in the country crossed the 300 million mark on June 18 2008The
overall tele-density has increased to 36.98% in March 2009 .In the wireless segment, 15.87
million subscribers have been added in March 2009. The total wireless subscribers (GSM,
CDMA & WLL (F)) base is more than 391.76 million now. The wire line segment subscriber
base stood at 38.22 million with a decline of 0.13 million in October 2008.
The 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 also come up with GPRS-enabled multimedia
soon going to enter the Indian telecom market. The GSM, CDMA, WLL service providers are all
upgrading them to provide 3G mobile services. Along with improvement in telecom services,
there is also an improvement in 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
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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
environment, strong wireless growth, and new market opportunities. This has translated into
II. Merger Synergies: Given the substantial amount of excess capital available in the sector and
in private equity we expect to see additional merger and acquisition activity, albeit at a
slower pace than recently witnessed. Global telecom M&A deals over the past two years
have reflected market expansion but have also had a positive effect on the buyers‟ balance
sheets. Partnering companies have begun realizing their synergies through cost reductions
and economies of scale. In the US, the largest three companies now account for over 70% of
the sector market cap; this compares to 34% in 1990. Trends in bundled services are also
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paving the way for additional M&A activity. Sector consolidation will further increase the
III. Growth: While cost-cutting has been a major source of earnings growth, we have seen top-
line pressures decreasing which will help revenues become a larger driver of earnings growth
again. We see growth within the sector coming from a number of areas including: broadband,
been accelerating as internet customers are seeking faster downloads for audio and video
files. 3G services, which facilitate the simultaneous transfer of both voice and non-voice (i.e.
video, downloads, SMS, etc.) data are providing mobile users with a much more robust
communication platform and should finally begin to realize their growth potential in 2007.
Emerging market companies benefit from low penetration rates and also tend to have lower
leverage, higher margins and higher growth than most developed markets telecom
companies.
IV. Global opportunities: It has become less difficult to find attractive telecom investment
opportunities globally than it was a year ago. As the fog has lifted from the sector, there are
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The Cellular telephone (commonly "mobile phone" or "cell phone" or "hand phone") is a long-
range, portable electronic device used for mobile communication in addition to the standard
180000
160000
140000
Millions Of Dollar
120000
100000
80000
60000
40000
20000
0
2002 2003 2004 2005 2006 2007 2008 2009 2010 2011
Year
The global mobile phone industry is based on many different manufacturers and operators. The
industry is based on advanced technology and many of the manufacturers are operating in
different industries, where they use their technological skills, distribution network, market
knowledge and brand name. Four large manufacturers of mobile phones are today dominating
the global mobile phone industry &networks; Nokia, Sony Ericson, Samsung and Motorola .
Airtel, BSNL, Tata Indicom, Vodafone, Reliance and others. In addition to these companies
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The telecom industry is one of the fastest growing industries in India. India has nearly200
million telephone lines making it the third largest network in the world after China and USA.
With a growth rate of 45%, Indian telecom industry has the highest growth rate in the
world.
Much of the growth in Asia Pacific Wireless Telecommunication Market is spurred by the
China is the biggest market in Asia Pacific with a subscriber base of 48% of the total
Compared to that India‟s share in Asia Pacific Mobile Phone market is 6.4%.
Considering the fact that India and China have almost comparable populations, India‟ slow
It was Started in 1851, when the first operational land lines were laid by the government near
Calcutta (seat of British power). Telephone services were introduced in India in 1881. In 1883
telephone services were emerged with the postal system. Indian Radio Telegraph Company
(IRT) was formed in 1923. After independence in 1947, all the foreign telecommunication
companies were nationalized to form the Posts, Telephone and Telegraph (PTT), a monopoly run
by the government's Ministry. Telecom sector was considered as a strategic service and the
government considered it best to bring under state's control. The first wind of reforms in
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telecommunications sector began to flow in 1980s when the private sector was allowed in
Telecommunications (DOT) was established. It was an exclusive provider of domestic and long
distance service that would be its own regulator (separate from the postal system). In 1986, two
wholly government-owned companies were created: the Videsh Sanchar Nigam Limited (VSNL)
for international telecommunications and Mahanagar Telephone Nigam Limited (MTNL) for
In 1990s, telecommunications sector benefited from the general opening up of the economy.
Also, examples of telecom revolution in many other countries, which resulted in better quality of
service and lower tariffs, led Indian policy makers to initiate a change process finally resulting in
opening up of telecom services sector for the private sector. National Telecom Policy (NTP)
1994 was the first attempt to give a comprehensive roadmap for the Indian telecommunications
sector.
In 1997, Telecom Regulatory Authority of India (TRAI) was created. TRAI was formed to act as
a regulator to facilitate the growth of the telecom sector. Telecommunication sector in India can
be divided into two segments: Fixed Service Provider (FSPs), and Cellular Services. Fixed line
services consist of basic services, national or domestic long distance and international long
distance services. The state operators (BSNL and MTNL), account for almost 90 per cent of
revenues from basic services. Private sector services are presently available in selective urban
areas, and collectively account .Global System for Mobile Communications (GSM) and Code
Division Multiple Access (CDMA). The GSM sector is dominated by Airtel, Vodfone-Essar, and
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Idea Cellular, while the CDMA sector is dominated by Reliance and Tata Indicom. Opening up
of international and domestic long distance telephony services are the major growth drivers for
cellular industry. Cellular he 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,
I. Basic Services
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2. RESEARCH OBJECTIVES
IV. To evaluate the major service provider that satisfied the customer.
V. To assess the needs, requirements and expectations of the customers in order to assess their
VI. To know the attitude, enthusiasm regarding the service provided to customers
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3.1. Scope
3.2. Limitations
The market of Telecommunication is too vast and it is not possible to cover each and every
Generally the respondents were busy in their work and were not be interested in
responding rightly.
Most respondents were not maintaining proper knowledge of various services provided
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4. RESEARCH METHODOLOGY
II. Secondary: Data from authenticated websites and journals for the latest updates just to
The data collected will be coded in the tables to make the things presentable and more
effective. The results will be shown by tables which will help us out in easy and effective
The data will be collected randomly irrespective of the category of the people in the form of
questionnaire and the sample size will be 100 respondents. Because it is a pilot study and due
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The word research is derived from the Latin word meaning to know. It is a systematic and a
replicable process, which identifies and defines problems, within specified boundaries. It
employs well-designed method to collect the data and analyses the results. It disseminates the
Systematic problem solving which identifies variables and tests relationships between
them,
population
Developing new scientific tools, concepts and theories, this would facilitate to take
decision.
For the proper analysis of data simple statistical techniques such as percentage were use. It
helps in making more generalization from the data available. The data which will be
collected from a sample of population was assumed to be representing entire population was
interest. Demographic factors linkage, income and educational background were used for the
classification purpose.
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5. DATA ANALYSIS
Customer Satisfaction:
Aircel
7%
Airtel
28%
Reliance
Virgin Mobile Tata 13%
1% 5%
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Interpretation: As the area of the study is in Delhi-NCR, where the market leader is Airtel.
That‟s why majority of the questionnaire we got filled by Airtel. Above data analysis shows that
majority of the market that is approximately 48% is covered by two market leaders Airtel and
Postpaid
16%
Prepaid
84%
Interpretation: Above data shows that most of the respondents in the area have pre-paid
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16
14
No. Of Respondents
12
10
8
6
4
2
0
Excellent Good Average Poor Terrible Not Sure
Airtel Vodafone Idea BSNL MTNL Aircel Reliance Tata Virgin Mobile
Interpretation: From the graph it is clear that Airtel is the most excellent and good service
provider as 07 out 28 respondents believe that the service of the company is excellent. Then
Vodafone has also good rate of excellence as 07 out of 16 respondents rated Vodafone as a good
service provider. But Aircel is not under good ratings. 02 respondents of BSNL have rated their
service provider as Average and Poor. Aircel is found to be worst service provider from all
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How Much Are The Customers Satisfied With The Telecom Operators?
above as 03 respondents rate it as an average service provider and 02 as an average and poor
service provider.
Q4:- Rank the following factors which influenced you the most to buy the service of your
choice.
Vodafone 07 04 02 03
Idea 07 07 02 04
BSNL 08 0 0 0
MTNL 02 0 0 0
Aircel 02 01 0 04
Reliance 07 04 0 02
Tata 02 0 01 02
Virgin Mobile 01 0 0 0
16
14
No. Of Respondents
12
10
8
6
4
2
0
Price Network Service Brand Image VAS
Airtel Vodafone Idea BSNL MTNL Aircel Reliance Tata Virgin Mobile
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Q5:- Rank the following VAS which attracted you the most to buy or retain the mobile
service.
Brands SMS Pack Concession Call Internet Service Full Talk time
Rates
Airtel 05 07 12 04
Vodafone 07 04 03 02
Idea 05 09 03 03
BSNL 0 0 0 08
MTNL 0 02 0 0
Aircel 02 04 0 01
Reliance 05 10 01 02
Tata 01 02 00 02
Virgin Mobile 0 01 0 0
12
No. Of Respondents
10
0
SMS Pack Concession Call Internet Service Full Talktime
Rates
Airtel Vodafone Idea BSNL MTNL Aircel Reliance Tata Virgin Mobile
Interpretation: - Above data analysis shows that Airtel is being preferred because of its internet
service. And Idea because of its Concession calls rates. Where Vodafone the most because of its
SMS pack. But BSNL because of its Full Talk time mainly.
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Q6:- How long have you used the service of that company?
Vodafone 01 03 10 01 01
Idea 02 03 04 08 03
BSNL 0 0 0 0 08
MTNL 0 0 0 02 0
Aircel 02 04 0 01 0
Reliance 03 02 05 0 03
Tata 0 02 0 02 01
Virgin 0 01 0 0 0
Mobile
14
12
No. Of Respondents
10
8
6
4
2
0
<1 Month 1 - 6M 6M - 1Yr. 1Yr. - 3Yr. >3Yr.
Airtel Vodafone Idea BSNL MTNL Aircel Reliance Tata Virgin Mobile
Interpretation: Above table analysis most of the users are using their telecom service from last
one year. Some of the users are also using it from last 3 year, where majority of the users are
BSNL connection holders. Most of the users of the Vodafone are using it from last 6 months.
Very few respondents are new users of their services that let our study not vague.
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Q7:- Overall, how satisfied are you, with network service of your company?
Vodafone 03 12 01 0 0
Idea 02 16 02 0 0
BSNL 0 06 01 01 0
MTNL 0 0 02 0 0
Aircel 01 02 03 01 0
Reliance 04 05 01 03 0
Tata 0 02 01 02 0
Virgin 0 01 0 0 0
Mobile
25
No. Of Respondents
20
15
10
0
Very Satisfied Satisfied Neutral Dissatisfied Very
Dissatisfied
Airtel Vodafone Idea BSNL MTNL Aircel Reliance Tata Virgin Mobile
Interpretation: Above table data analysis shows that the satisfaction rate of network service is
leaded by Airtel as not a single user of service is neutral or dissatisfied And Vodafone network
service satisfaction rate is also good. And it can be also found that Reliance and Tata service is
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Q8:- How would you rate the service's value for money?
Vodafone 03 12 01 0 0
Idea 07 10 03 0 0
BSNL 0 03 04 01 0
MTNL 0 0 02 0 0
Aircel 0 04 01 02 0
Reliance 03 07 02 01 0
Tata 0 01 04 0 0
Virgin 0 0 01 0 0
Mobile
16
14
No. Of Respondents
12
10
8
6
4
2
0
Excellent Good Fair Poor Not Sure
Airtel Vodafone Idea BSNL MTNL Aircel Reliance Tata Virgin Mobile
Interpretation: Above data and chart analysis depicts that Airtel has the highest rating of Value
for money as 24 persons out 28 has rated it as an excellent and good service provider. Then Idea
following Airtel as a best service provider for value for money. Other two players Vodafone and
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Q9:- What kind of problems occurs the most for which you need to contact customer
Vodafone 0 13 03 0
Idea 02 12 05 01
BSNL 06 02 0 0
MTNL 0 01 0 01
Aircel 0 03 0 03
Reliance 06 06 0 01
Tata 0 01 0 03
Virgin Mobile 0 0 0 01
16
14
No. Of Respondents
12
10
8
6
4
2
0
Billing Related Activation/ Information Of VAS Network Problem
Deactivation
Airtel Vodafone Idea BSNL MTNL Aircel Reliance Tata Virgin Mobile
Interpretation: From the above data analysis it has been found that most of the users of
telecommunication contact to their Customer Care Service for activation and deactivation of
various services. Then they also contact for information about various value added services
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How Much Are The Customers Satisfied With The Telecom Operators?
provider by companies like validity, call rates, sms pack, dialer tones etc. Network service has
been found a problem of mainly Reliance and Aircel users and to some extent of Idea users as
well.
Q10:- In thinking about your most recent experience with that company, how much
Vodafone 0 07 06 03 0
Idea 02 16 0 02 0
BSNL 0 0 01 05 02
MTNL 0 0 0 01 01
Aircel 0 01 02 02 02
Reliance 01 05 03 02 02
Tata 0 01 03 01 0
Virgin 0 0 0 01 0
Mobile
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How Much Are The Customers Satisfied With The Telecom Operators?
16
14
No. Of Respondents
12
10
8
6
4
2
0
Very Satisfied Satisfied Neutral Dissatisfied Very
Dissatisfied
Airtel Vodafone Idea BSNL MTNL Aircel Reliance Tata Virgin Mobile
Interpretation: From the above data interpretation we can conclude that Airtel is the best
service provider of Customer Care Service. It has been also found in some of the articles that
Airtel is expending more on its Customer Care Service as compared to other competitors in the
market. The Idea service is also good as most of the users have rated it as satisfied service
Q11:- How satisfied are you with the process of getting your queries resolved?
Vodafone 0 07 06 03 0
Idea 02 16 0 02 0
BSNL 0 0 01 05 02
MTNL 0 0 0 01 01
Aircel 0 01 02 02 02
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Reliance 01 05 03 02 02
Tata 0 01 03 01 0
Virgin 0 0 0 01 0
Mobile
16
14
No. Of Respondents
12
10
8
6
4
2
0
Very Satisfied Satisfied Neutral Dissatisfied Very
Dissatisfied
Airtel Vodafone Idea BSNL MTNL Aircel Reliance Tata Virgin Mobile
Interpretation: From above data analysis we can say that most of the users, who are satisfied
with their Customer Care Service, are also satisfied with the process of getting their queries
resolved. Airtel again has been rated as the best service provider for getting queries resolved.
Vodafone 08 05 02 01 0
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Idea 08 12 02 0 0
BSNL 0 02 06 02 0
MTNL 0 02 0 0 0
Aircel 02 03 01 01 0
Reliance 04 07 02 0 0
Tata 03 02 0 0 0
Virgin 0 01 0 0 0
Mobile
14
12
No. Of Respondents
10
8
6
4
2
0
Strongly Agree Somewhat Neutral Somewhat Strongly
Agree Disagree Disagree
Airtel Vodafone Idea BSNL MTNL Aircel Reliance Tata Virgin Mobile
Interpretation: Above data analysis shows that most of the users of all companies found their
Customer Service provider courteous. But the result of BSNL is not good as some of the
respondents had a talk with the Customer Care Representative after a long waiting time.
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How Much Are The Customers Satisfied With The Telecom Operators?
Vodafone 15 01 0 0 0
Idea 12 05 03 0 0
BSNL 0 0 0 02 04
MTNL 0 0 02 0 0
Aircel 05 01 01 0 0
Reliance 09 02 0 01 0
Tata 05 0 0 0 0
Virgin 01 0 0 0 0
Mobile
25
No. Of Respondents
20
15
10
0
Strongly Agree Somewhat Neutral Somewhat Strongly
Agree Disagree Disagree
Airtel Vodafone Idea BSNL MTNL Aircel Reliance Tata Virgin Mobile
Interpretation: Above data analysis shows that most of the users of all companies found their
Customer Service Representative knowledgeable. But the result of BSNL is again not good at all
as users said that they were unable to talk to the Customer Care Representative most of the time.
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How Much Are The Customers Satisfied With The Telecom Operators?
Q14:- The waiting time for having my questions addressed was satisfactory.
Vodafone 16 0 0 0 0
Idea 15 03 01 01 0
BSNL 0 0 0 05 01
MTNL 0 0 0 02 0
Aircel 03 04 0 0 0
Reliance 11 02 0 0 0
Tata 05 0 0 0 0
Virgin 01 0 0 0 0
Mobile
25
No. Of Respondents
20
15
10
0
Strongly Agree Somewhat Neutral Somewhat Strongly
Agree Disagree Disagree
Airtel Vodafone Idea BSNL MTNL Aircel Reliance Tata Virgin Mobile
Interpretation: Above data analysis shows that most of the users of all companies found their
Customer Service Representative knowledgeable. But the result of BSNL is again not good at all
as users said that they were unable to talk to the Customer Care Representative most of the time.
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6. CONCLUSION
As per our belief we have seen that the choice of mobile handset and services can not be
separated came out true because when we tried to find out the customer decision .We
successfully classified customers in to eight group each with some special requirement service
wise and handset‟s attribute wise. Competition in telecom industry is heating up its time for
Indian telecom players also to align up in the new dynamic business environment.
Telecom majors should think to launch the product according to the needs of customers to satisfy
them and make them brand loyal as very soon this blue ocean of Indian telecom scenario will
convert into red ocean where the loss of is the gain of other .They should also think for searching
new space or we can say either creating a new blue space to sustain their growth in long run.
There is more room for data analysis but the rest of the part is beyond the scope of this project
report According to the results, the most important determinant for consumers are price and
sacrifice perception (monetary and non-monetary sacrifice), which in perception. These are
periodical fixed cost, minute or traffic charge and opening cost when purchasing mobile phone.
The results indicate that the minute charge is the most influential factor when a customer assesses
to purchase. The second most important factor is the periodical fixed cost and another factor is
the opening cost. These indicate, not surprisingly, that communication firms need to deeply
consider. Also, this indicates that a lot of effort must be put in the pricing strategy.
Quality of service and the ability to attract and retain customers dictate the success or failure
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customers are quick to abandon services that do not meet expectations. The ease with which
customers can switch from their current service to another, demands that providers deliver
communications service providers must deliver positive customer experiences with rich,
mobile services have experienced the negative attributes of not being customer focused and
realize that quality is an attribute that creates customer satisfaction profitably. Therefore
quality must be fused with all resources channeled towards their customers.
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7. REFERENCES
http://www.indiaonestop.com/fdi-telecom.htm
http://www.trai.gov.in/Default.asp
http://www.rcom.co.in/webapp/Communications/rcom/index.jsp
http://trak.in/Tags/Business/category/telecommunication/
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8. ANNEXURE
8.1. Questionnaire
a) Airtel
b) Vodafone
c) Idea
d) BSNL
e) MTNL
f) Aircel
g) Reliance
h) Tata
i) Virgin Mobile
a) Pre-paid
b) Post-paid
a) Excellent
b) Good
c) Average
d) Poor
e) Terrible
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f) Not Sure
Q4:- Rank the following factors which influenced you to buy the service of your choice.
a) Price
b) Network Service
c) Brand Image
d) Value Added Services
Q5- Rank the following VAS which attracted you the most to buy or retain the mobile
service.
Excellent - - - Poor
SMS Pack 1 2 3 4 5
Concession 1 2 3 4 5
Call Rates
GPRS/EDGE/ 1 2 3 4 5
3G Service
Full Talk time 1 2 3 4 5
Q6:- How long have you used the service of that company?
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Q7:- Overall, how satisfied are you, with network service of your company?
a) Very satisfied
b) Satisfied
c) Neutral
d) Dissatisfied
e) Very dissatisfied
Q8:- How would you rate the service's value for money?
a) Excellent
b) Good
c) Fair
d) Poor
d) Not sure
Q9:- What kind of problems occurs the most for which you need to contact customer
care/service department of your service provider? Rank them.
a) Billing related
b) Activation/Deactivation
c) VAS Information
d) Network problem
Q10:- In thinking about your most recent experience with that company, how much
satisfied are you with the customer care service?
a) Very Satisfied
b) Satisfied
c) Neutral
d) Dissatisfied
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e) Very dissatisfied
Q11:- How satisfied are you with the process of getting your queries resolved?
a) Very satisfied
b) Satisfied
c) Neutral
d) Dissatisfied
e) Very dissatisfied
Q14:- The waiting time for having my questions addressed was satisfactory.
a) Strongly Disagree
b) Somewhat Disagree
c) Neutral
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d) Somewhat Agree
e) Strongly Agree
Q15:-If you were not totally satisfied with the customer service, will you please describe the
reasons for your dissatisfaction?
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