Customer Satisfaction Towards

Mobile Network Service Providers

Made By: Rohan Pandya
Gaurav Moorjani

Outline

Introduction
Objective of the study
Need of the study
Statement problem
Sample size
Data collection
Findings
Conclusion

The Telecom Industry

957 million to 962 million growth from September
to October 2014 which shows a monthly increase
of 0.52%.
Saw the fastest growth in new mobile-phone
connections with 18 million net additions in the
third quarter of 2014.
India is projected to have 213 million mobile
internet users by June 2015

Customer Satisfaction
Customer satisfaction is the level of a
persons felt state resulting from
comparing a products perceived
performance (outcome) in relation to
the persons expectations.

Objectives of the study

To study the evaluation of cell
phones with particular reference to
India.
To ascertain the attributer who
influenced the customers in
selecting the particular services
provider.
To study the consumers satisfaction
towards different cell phone service
providers in Vadodara City.

Need of the Study

Communication is a very important amongst our near
and dear ones
With Mobiles and Telecom service providers eliminating
the barrier which was there during the 90s period.
Day by day many new competitors enter the market
with new attractive schemes, provide additional
facilities, add new features to existing ones, reduce the
charges of incoming and outgoing calls, introduce
varieties of handsets, models a healthy competition that
benefits the subscribers.
Hence in this context, it is important to study how much
a customer is satisfied.

Statement of problem
The customers are more dynamic.
Their taste, needs and preference
can the changing as per current
scenario
Hence the development of cellular
industry mainly depends on the
customer satisfaction

Sample Size
Sample size is 122
Collection of data done through
questionnaires with the help of
google forms.
Study Limited to Vadodara City only.

Data Analysis
Age

Gender
Gender

Occupation

Occupation
If Working then into:

Annual House Hold Income

Service Provider

Scheme

Who Influenced

Aware about Schemes

Aware of Balance of Talk

Charges

Aware about Periodical

Offers

Aware about Different Modes of

Payment

Influenced by Monthly
Charges

Influenced by Network
Signal

Influenced By Outgoing Call charges

Satisfied with the price

Satisfied with performance

Satisfied with customer care service

Satisfied with the schemes provided

Satisfied with periodical offers

provided

Biggest Problem

Longevity of the service

used

Would Continue in the

future

Consider Mobile as