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Brm Telecom March 31st

Brm Telecom March 31st

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Published by Ashish Singh

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Published by: Ashish Singh on Mar 29, 2011
Copyright:Attribution Non-commercial

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11/22/2012

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Course No.:
 
M3CGM05
 Course Name:
Business Research Methods
 Project Title:
Indian Telecom Industry
– 
How MuchAre The Customers Satisfied WithThe Telecom Operators?
 Group No:
28
 Group Members:
Ramendra Vikram Singh (10609167)
 
Ravinder Pal (10609168)Samarth Goel (10609169)Sarvesh Baghel (10609170)Saurabh Goel (10609171)Shantanu Rana (10609172)
Submission Date:
March 31
st
, 2011
Word Count:
6099
Submitted to:
Dr. Jhumur Sengupta
 
 
 
How Much Are The Customers Satisfied With The Telecom Operators?
 
Page
1
of 
42
 
TABLE OF CONTENT
SERIALNO.CONTENT PAGENO.
1. INTRODUCTION
2
1.1.
Theoretical Background Of The Topic 2
1.1.1.
Customer Satisfaction 2-4
1.1.2.
Skills Of Marketers 4-5
1.1.3.
Method to Measure Customer Satisfaction 5-7
1.1.4.
Introduction To Telecom Industry 7-9
1.1.5.
Market Share of Public and Private Industry 9-10
1.1.6.
The Global Cellular Mobile Industry 10-15
2. RESEARCH OBJECTIVES
16
3. SCOPE & LIMITATIONS OF STUDY
17
3.1.
Scope 17
3.2.
Limitations 17
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
 
 
How Much Are The Customers Satisfied With The Telecom Operators?
 
Page
2
of 
42
 
1.
 
INTRODUCTION
1.1.
 
Theoretical Background Of The Topic
1.1.1.
 
Customer Satisfaction
According to Philip Kotler, “
Satisfaction
is a person‟s feelings of pressure or disappointmentresulting from product‟s perceived performance (outcome) in relation to his or her expectations.
Customer satisfaction is the level o
f a person‟s felt state resulting from comparing a product‟sperceived performance (outcome
 
) in relation to the person‟s expectations”.
This satisfaction level
is a function of difference between perceived performance and expectations. If the product‟s
performance, exceed expectation the customer highly satisfied or delighted. If the performancematches the expectations the customer is satisfied. If the products performance fall shorts of expectations the customer is dissatisfied.
I.
 
Many companies are aiming for high satisfaction because customers who are just satisfiedstill find it easy to switch when a better offer comes along. High satisfaction or delightcreates an emotional affinity with brand.
II.
 
Variety of factors that affect customer satisfaction includes product quality, productavailability and after sales support such as warranties and services. Customer satisfaction isseen as a proof of delivering a quality product or service. It is believed that customersatisfaction brings sales growth, and market share. A company can always increase customersatisfaction by lowering its price or increasing its services but this may result in lower profits.Thus the purpose of marketing is to generate customer value profitability.

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