Survey

On
Customer satisfaction among these two GSM mobile
services (AIRTEL & VODAFONE) In Varanasi city.

FOR PARTIAL FULLFILLMENT OF MBA

UNDER THE COMPILED BY:

SUPERVISION OF:

Mr.Alok Kumar Ashish

Srivastava
lecturer,SMS PGDM(IRM)
2nd Sem.
Varanasi IRM/02/59
 SCHOOL OF MANAGEMENT SCIENCES
KHUSHIPUR, VARANASI

TABLE OF CONTENTS

 Acknowledgement
 Declaration

 Preface

 Research Objectives

 Research Methodology and Design

 Introduction

 Data Analysis and Interpretation

 Conclusions

 Limitations

 Suggestions

 Bibliography

 Annexure
 ACKNOWLEDGEMENT

No gain without pains is a common saying. Gratitude is the hardest of emotion

to express and often does not find adequate words to convey. Therefore, a
Survey Project Report is not an effort of a single person but it is a contributory
effort of many hands and brains. So, I would like to thanks all those who have
helped me directly or indirectly during my Survey Project.
With an ineffable sense of gratitude I take this opportunity to express my deep
sense of indebtness to Prof. A.K. Mishra (Director General of M.G.K.V.P.) for
allowing me to carry out this survey work.
I am also thankful to Lecturer Ashish Singh for his keen interest, constructive
criticism, persistent encouragement and untiring guidance throughout the
development of the project. It has been my great privilege to work under his
inspiring and provoking guidance
I would like to thank all my teacher, staff members, and Library members for
their valuable advice and guidance which help me to make this report effective,
interesting and purposeful.
I AM also thankful to the consumers for being a source of information in
providing me the correct and the fact data.

MURARI JAISWA

DECLARATION
------------------------------------------------------------------------------------------------------------

I hereby declare that the information presented here is correct to the

best of my knowledge. Also, the report presented has not been

published anywhere.
Place : MURARI JAISWAL

DATE :

PREFACE
------------------------------------------------------------------------------------------------------------
 The thing which is only static is change. In the earlier days communication with the
person residing in far away was very difficult and time consuming. But with the invention of cellular
phone it become as simple as eating a cake in hand. Cellular telephony is designed to provide
communication between two moving unit called mobile stations (MSs), or between one mobile unit and
one stationary unit One stationery unit often called a land unit. A service provider must be able to locate
and track a caller, assign a channel to the call, and transfer the channel from base station to base station
as the caller moves out of range.

Over the years we have seen a continuous change in the technology. At present GSM & CDMA are
the most commonly used technologies for communication. GSM stands for Global System for Mobile
Communication. It is an European standard that was developed to provide a common second- generation
technology for all of Europe. The aim was to replace the number of incompatible 1 st generation
Technology. It is Digital cellular phone using TDMA & FDMA technology. This is the common used
technology prevailing all over the world for communication. In INDIA the company which provide GSM
services are AIRTEL, VODAFONE, BSNL, IDEA ETC. These companies with the help of GSM
technology has made communication more easy and intresting.

My survey is related to know the satisfaction level of customer in Sigra who are using GSM service
provider companies like VODAFONE for their communication.

RESEARCH OBJECTIVES
------------------------------------------------------------------------------------------------------------

The survey was conducted with following objectives:-

 To know the market shares of different GSM mobile companies

included in the survey.

 To know consumers satisfaction about the network coverage provided

by their GSM company.

 To know consumers satisfaction about the roaming services provided by

their GSM company.

 To know consumers satisfaction about the number of the customer care

units of their GSM Company & the services provided by them.

 To know consumers satisfaction about special offers & the privacy given

by their GSM company..

 To know the over all satisfaction of consumers .

RESEACH METHODOLOGY
 Significance of study: - The study signifies the survey on Comparative studies
among the GSM mobile services (AIRTEL,VODAFONE & BSNL) In Varanasi
city from consumer point of view.

SAMPLE UNIT:- CONSUMERS OF DIFFERENT GSM COMPANIES

(VODAFONE, AIRTEL,BSNL) IN VARANASI CITY.

Sample Size: - The sample size taken to conduct the survey was 100 in
numbers.

Selection of study area: - The survey has been carried out in Varanasi city.

Data Collection Method: - The collected data is primary in nature. i.e. the
first hand data , as there is a better scope of getting required information and
also it is in the form that we want. For the purpose of collecting data,
questionnaire method was adopted.

1. Closed – Ended Questions

• Dichotomous Questions
• Multiple Choice Question

2. Open - Ended Question

Sampling Technique: - Since, the size of the universe is quite large, so
relatively small group of individuals from the universe is selected which is also
good enough to represent the entire universe. In my survey report, I followed
the SIMPLE RANDOM Sampling as the selection was done according to the
researcher convenience, and each and every element of universe was not given
equal chance of being selected in sample.

Measurement & Scaling Techniques Sampling: - I have used Graphi

rating Scales for knowing the satisfaction level of consumers.

Research Design: - To know about the present condition and status regarding
particular item or group of items, descriptive research is conducted. The
descriptive research is description of the state of affairs as it exists at present.

As the result we were required in analytical form. The survey was conducted
using questionnaire method. By using this method we found the present
situation and the findings and its analysis is described in the further parts.

INTRODUCTION OF MOBILE SERVICES

India's mobile services have moved quickly from a class service to a mass service. The
continuously falling tariffs, increased coverage and customized services have made mobiles
affordable and indispensable to the common man. Cellular is also the fastest, most cost-
effective, way to connect rural India. 3G mobile will enhance coverage of low-cost voice
telephony in rural and remote areas. It will also be a valuable tool for undertaking key social
initiatives such as e-education and tele-medicine.

India has emerged as one of the fastest growing mobile markets of the world. Within ten
years of the introduction of mobile services in the

country, the total mobile subscriber base crossed 80 million in January 2006. When GSM
mobile services were first introduced in 1995 the total tele-density of the country was 0.8 per
hundred persons, and all were mandated fixed lines, there were no mobiles. In ten years since
then, tele-density has grown exponentially to nearly 12 per hundred persons. The
contribution of mobile, especially GSM, to this performance has been significant.

The Mobile-Fixed crossover was achieved in October 2004, when the number of mobiles
exceeded that of fixed phones, demonstrating the powerful role being played by the cellular
industry in powering telecom growth in the country. The terrific growth of GSM led to
another milestone, the GSM / Fixed Crossover in April 2005. India is now among the nations
adding 4-5 million subscribers a month and over 80 per cent of all new subscribers continue
to choose GSM month after month.
Indian telecommunications penetration is rapidly growing. Mobile services boast the world’s
highest growth rates. Regulatory measures have encouraged competition, drastically lowered
rates, and created broadly based conditions for growth. Nevertheless, rural penetration,
Internet and broadband usage are low and growing slowly. India’s urban telephony
experience shows that new technologies, competition, and pricing in line with the buying
power of the masses can fuel explosive growth. India’s economic growth will depend upon
widespread access to telecommunications Ñ upon access to the global economy.

During the entire 50 year post independence period of 1948 to 1998, teledensity grew a total
of 2%. During the last two years teledensity grew 2% each year. Present trends point to
annual teledensity growth rates of 3 to 5% in the coming year. In early 2003, mobile
subscribers increased by 200 thousand per month.

Today, 5 million new subscribers are added monthly. India now has the highest rate of
mobile subscriber growth in the world Ð equivalent to China in its best years. This, and
India’s ever-growing 6% cable TV density, its growing DTH market, its 200 or so broadcast
channels, and an expanding FM radio market, show that India’s information society has
arrived. Still, there are huge gaps in India’s Internet, broadband and rural telephony
coverage that present a huge dilemma for the government, its regulator and its policy
makers.
Bharat Sanchar Nigam Ltd. formed in October, 2000, is World's 7th largest Telecommunications Company providing
comprehensive range of telecom services in India: Wireline, CDMA mobile, GSM Mobile, Internet, Broadband,
Carrier service, MPLS-VPN, VSAT, VoIP services, IN Services etc. Within a span of five years it has become one of
the largest public sector unit in India.

BSNL has installed Quality Telecom Network in the country and now focusing on improving it, expanding the
network, introducing new telecom services with ICT applications in villages and wining customer's confidence. Today,
it has about 47.3 million line basic telephone capacity, 4 million WLL capacity, 20.1 Million GSM Capacity,
more than 37382 fixed exchanges, 18000 BTS, 287 Satellite Stations, 480196 Rkm of OFC Cable, 63730 Rkm of
Microwave Network connecting 602 Districts, 7330 cities/towns and 5.5 Lakhs villages.

BSNL is the only service provider, making focused efforts and planned initiatives to bridge the Rural-Urban Digital
Divide ICT sector. In fact there is no telecom operator in the country to beat its reach with its wide network giving
services in every nook & corner of country and operates across India except Delhi & Mumbai. Whether it is
inaccessible areas of Siachen glacier and North-eastern region of the country. BSNL serves its customers with its wide
bouquet of telecom services.
BSNL is numero uno operator of India in all services in its license area. The company offers vide ranging & most
transparent tariff schemes designed to suite every customer.
BSNL cellular service, CellOne, has more than 17.8 million cellular customers, garnering 24 percent of all mobile
users as its subscribers. That means that almost every fourth mobile user in the country has a BSNL connection. In
basic services, BSNL is miles ahead of its rivals, with 35.1 million Basic Phone subscribers i.e. 85 per cent share of
the subscriber base and 92 percent share in revenue terms.

BSNL has more than 2.5 million WLL subscribers and 2.5 million Internet Customers who access Internet through
various modes viz. Dial-up, Leased Line, DIAS, Account Less Internet(CLI). BSNL has been adjudged as the
NUMBER ONE ISP in the country.

BSNL has set up a world class multi-gigabit, multi-protocol convergent IP infrastructure that provides convergent
services like voice, data and video through the same Backbone and Broadband Access Network. At present there are
0.6 million DataOne broadband customers.
The company has vast experience in Planning, Installation, network integration and Maintenance of Switching &
Transmission Networks and also has a world class ISO 9000 certified Telecom Training Institute.

Scaling new heights of success, the present turnover of BSNL is more than Rs.351,820 million (US $ 8 billion)
with net profit to the tune of Rs.99,390 million (US $ 2.26 billion) for last financial year. The infrastructure asset
on telephone alone is worth about Rs.630,000 million (US $ 14.37 billion).

BSNL plans to expand its customer base from present 47 millions lines to 125 million lines by December 2007 and
infrastructure investment plan to the tune of Rs. 733 crores (US$ 16.67 million) in the next three year

The turnover, nationwide coverage, reach, comprehensive range of telecom services and the desire to excel has made
BSNL the No. 1 Telecom Company of India.

VISION

To become the largest telecom Service Provider in South East Asia.

MISSION

1. To provide world class State-of-art technology telecom services on demand at affordable price.
2. To Provide world class telecom infrastructure to develop the country's economy.

OBJECTIVES
 • To be a Lead Telecom Services Provider.

• Build customers confidence through quality and reliable service.

• Provide Bandwidth on demand.

• Contribute towards:

i. National Plan Target of 250 million subscriber base for the country by December
2007.
ii. Broadband customers base of 20 million in the country by 2010 as per Broadband
Policy 2004.
iii. Telephone in all villages.
iv. Implementation of Triple play as a regular commercial proposition.

Cellone is the Post paid service of the BSNL. It offers you a host of
value added services and unmatched features not found in any other
Cellular service
As a proud subscriber of CellOne service you will stay in touch with
your nears and dears any where in India because Cellone is the only
Cellular service which is available in all major cities and covers all
major highways. CellOne gives you all India roaming facility
(including Delhi and Mumbai) and International roaming facility to
more than 300 networks across the world.

As a CellOne subscriber you will enjoy benefits like:

No security Deposit if you are an existing BSNL subscriber

No security deposit or monthly rental for national roaming
facility in Plan-325 & 525
Voice Mail recording and receiving facility free.
CLIP free
Call waiting and Call holding facility
EXCEL Pre paid service of the CellOne Cellular Service of BSNL. It offers
you a host of value added services and unmatched features not found in any
other Cellular service. All India roaming facility is also available on Excel
Power service.

Initial activation charges for Excel Power is only Rs. 200/- and free talk value of
Rs. 50/- is given to all subscribers.

Excel Power Pre paid cards are available in the denominations of Rs. 70,150,
300, Rs. 500, Rs. 1000 and Rs. 2000 validity period of which are 7,15, 30, 45, 120
and 180 days respectively.
Bharti Airtel Limited, a part of Bharti Enterprises, is India's leading provider of
telecommunications services. The businesses at Bharti Airtel have been structured into three
individual strategic business units (SBU’s) - mobile services, broadband & telephone services
(B&T) & enterprise services. The mobile services group provides GSM mobile services across
India in 23 telecom circles, while the B&T business group provides broadband & telephone
services in 94 cities. The Enterprise services group has two sub-units - carriers (long distance
services) and services to corporates. All these services are provided under the Airtel brand

Bharti Airtel, formerly known as Bharti Tele-Ventures Limited (BTVL) is among India's largest
mobile phone and Fixed Network operators. With more than 28.6 million subscriptions as of
September 2006, the company is one of the world's fastest growing telecom companies. It offers its
mobile services under the Airtel brand and is headed by Sunil Mittal, one of India's richest men
with a total worth of US$2.6 billion. The company is the only operator to provide mobile services
in all the 23 circles in India. The company also provides telephone services and Internet access
over DSL in 14 circles. The company complements its mobile, broadband & telephone services
with national and international long distance services. The company also has a submarine cable
landing station at Chennai, which connects the submarine cable connecting Chennai and
Singapore. The company provides reliable end-to-end data and enterprise services to the corporate
customers by leveraging its nationwide fiber optic backbone, last mile connectivity in fixed-line
and mobile circles, VSATs, ISP and international bandwidth access through the gateways and
landing station

Airtel is the largest cellular service provider in India. Bharti Airtel owns the Airtel brand and
provides the following services under the brand name Airtel: Mobile Services (using GSM
Technology), Broadband & Telephone Services (Fixed line and Internet Connectivity), Long
Distance Services and Enterprise Services (Telecommunications Consulting for corporates).
There is fierce competition among local telecommunications companies to provide better
service and Airtel is regarded as one of the top communications service provider in the Asian
region too.

As of September 2006, Airtel has 28.6 million subscribers[2] World leaders in the telecom
industry such as Vodafone and SingTel hold partial stakes in Airtel.
VISION

By 2010 Airtel will be the most admired brand in India:

• Loved by more customers

• Targeted by top talent
• Benchmarked by more business

HIGHLIGHTS

• AIRTEL partners with Google to offer search services on Airtel Mobile

• Airtel Presents 'SongCatcher' - India's First Ever Instant Music on Mobile
• Bharti Airtel and Microsoft enter into a strategic partnership to offer
Software and Services for Small and Medium Business (SMB) Market in
India
• Bharti Airtel signs MoU to connect Adani Group’s Mundra Port and
Special Economic Zone
 • Bharti Airtel inks USD 400 million network expansion contract with
Nokia
• Bharti Airtel Limited: Q2 Cash Profit exceeds Rs. 1600 crores, PBT
crosses Rs. 1,000 crores

Experience complete freedom

Airtel welcomes you to a vibrant world of unlimited opportunities. More exciting,

innovative yet simple new ways to communicate, just when you want to, not just
through words but ideas, emotions and feelings. To give you the unlimited freedom
to reach out to your special people in your special way.

As an Airtel Post-paid customer you can enjoy the following facilities:

(SMS)

With Airtel's Short Messaging Service (SMS), send unlimited messages and jokes to your friends and
colleagues, anytime anywhere
Caller Identification

Call Identification gives you the power to know the phone number of the calling party even before
you answer the call, thus giving you the choice to either reject or take the call. It provides the added
advantage of saving the incoming number directly in the Handset Phone Book. So that the next time
you want to call the same person, you don't need to retype his number, simply use your phone book.

Voice Mail

Voice Mail lets you receive messages even when your handset is switched off or when you are outside
the coverage area. You can listen to your messages whenever you feel like, from anywhere in the
world. Voice Mail can store up to 15 messages, with each message of one- minute duration.

STD/ISD Facility

Our STD/ISD facility allow you to make long distance calls in India and Overseas from Now
experience complete freedom like never before with Airtel! your cellular phone!
Vodafone Essar in India is a subsidiary of Vodafone Group Plc and commenced
operations in 1994 when its predecessor Hutchison Telecom acquired the cellular
licence for Mumbai. Vodafone Essar now has operations in 16 circles covering 86% of
India's mobile customer base, with over 38.5 million customers*.

Over the years, Vodafone Essar, under the Hutch brand, has been named the 'Most
Respected Telecom Company', the 'Best Mobile Service in the country' and the 'Most
Creative and Most Effective Advertiser of the Year'.

Vodafone is the world's leading international mobile communications company. It

now has operations in 25 countries across 5 continents and 40 partner networks with
over 200 million customers worldwide. Vodafone has partnered with the Essar Group
as its principal joint venture partner for the Indian market.

The Essar Group is a diversified business corporation with interests spanning the
manufacturing and service sectors like Steel, Energy, Power, Communications,
Shipping & Logistics and Construction. The Group has an asset base of over Rs.400
Life becomes simpler when you become a Vodafone Postpaid customer. Choose
from a variety of affordable and attractive talk plans, and many convenient
payment options for your monthly bill.

Going Prepaid is easy. And rewarding, with maximum talktime and exciting
offers. Not to mention a host of value added services, two-way national roaming
and much more.
1) Name of the GSM company you are using

a) Airtel b) Vodafone c) BSNL

 40

30 38
32
30
20

10

0
Airtel Vodafone Bsnl

INTERPRETATION:

From the above graph it shows that 38% of people Are using Bsnl, & 32% of people are
using Vodafone And rest 30% of people are using Airtel.

2) Mention the type of your connection

a) Prepaid b) Postpaid
 39
61 Prepaid
Postpaid

INTERPRETATION:

From the above pie chart it is showing that 61% of people are using prepaid, while 39% of
people are using post paid.

3) How do rate the network coverage provided by your GSM company?

a) Highly Dissatisfied b) Dissatisfied c) Fair

d) Satisfied e) Highly Satisfied
 20
20
16 15
15
10 11
10 8
6
4 4
5 2 2
0 2
0 0
0
AIRTEL BSNL VODAFONE

Highly Dissatisfied Dissatisfied Fair Satisfied Highly Satisfied

INTERPRETATION:

Vodafone users are most satisfied with the network coverage provided by their company,
followed by Airtel & Bsnl.

4) How do you rate the roaming services provided by your company with
respect of charges?

a) Highly Dissatisfied b) Dissatisfied c) Fair

d) Satisfied e) Highly Satisfied
 20 18
15
15
1010 12
10 9
6
5 2 2 2 4 4 4
0 0
0
AIRTEL BSNL VODAFONE

Highly Dissatisfied Dissatisfied Fair Satisfied Highly Satisfied

INTERPRETATION:

Bsnl users are most satisfied with the roaming facility provided by their company, followed
by Airtel & Vodafone.
 5) How do you rate the behavior and response of customer care unit of your

mobile company?

a) Highly Dissatisfied b) Dissatisfied c) Fair

d) Satisfied e) Highly Satisfied

14 14
15
10 10 10 10 10
10
5
5 4 4
3 2 2 2
0
0
AIRTEL BSNL VODAFONE

Highly Dissatisfied Dissatisfied Fair Satisfied Highly Satisfied

INTERPRETATION:

Both users of Vodafone & Airtel are very much equally satisfied with the services provided
by customer care units but hutch has an edge while Bsnl users are very much dissatisfied.

6) How much you are satisfied with the locations and numbers of services

centers of your mobile company in Varanasi city?

 a) Highly Dissatisfied b) Dissatisfied c) Fair
d) Satisfied e) Highly Satisfied

20
16
15 12
11 1212
9
10
6
44 4
5 2 3 3 2
0
0
AIRTEL BSNL VODAFONE

Highly Dissatisfied Dissatisfied Fair Satisfied Highly Satisfied

INTERPRETATION:

Both users of Vodafone & Airtel are very much equally satisfied in terms of locations &
number of service centers but hutch has an edge while Bsnl users are very much dissatisfied.

7) Rate the special offers (on talk time, validity, festivals/ seasonal offers,
downloading offers etc ) provided by your company?
 a) Highly Dissatisfied b) Dissatisfied c) Fair
d) Satisfied e) Highly Satisfied

15 14
11 11 12
10
10
6 8
6 7
4
5 4 3
2
0 0
0
AIRTEL BSNL VODAFONE

Highly Dissatisfied Dissatisfied Fair Satisfied Highly Satisfied

INTERPRETATION:

Users of Airtel are very much satisfied with the special offers provide by their company,
followed Bsnl & Vodafone.
 8) Rate of the privacy and secrecy provided by your mobile company?

a) Highly Dissatisfied b) Dissatisfied c) Fair

d) Satisfied e) Highly Satisfied

15 14 14
11 10 11
10 9
8
4 5
5 4 4
2
1 0 1
0
AIRTEL BSNL VODAFONE

Highly Dissatisfied Dissatisfied Fair Satisfied Highly Satisfied

INTERPRETATION:

Users of Bsnl are very much satisfied with privacy & secrecy by their company, followed
Airtel & Vodafone.
 9) Rate the formalities fulfilled while taking a new connection?

a) Highly Dissatisfied b) Dissatisfied c) Fair

d) Satisfied e) Highly Satisfied

15 14

10 11
10 8 8 8 9
7
5 5 5
5 3 4
1
0 0
AIRTEL BSNL VODAFONE

Highly Dissatisfied Dissatisfied Fair Satisfied Highly Satisfied

INTERPRETATION:
Users of Airtel are very much satisfied with formalities required for new connection, followed
Vodafone & Bsnl.

10 Rate the overall satisfaction level with the service provided by your
mobile company?

a) Highly Dissatisfied b) Dissatisfied c) Fair

d) Satisfied e) Highly Satisfied

15 14 14 14
12
10
10 8

4 6
5 4 4
3 4
2
1 0
0
AIRTEL BSNL VODAFONE

Highly Dissatisfied Dissatisfied Fair Satisfied Highly Satisfied

INTERPRETATION:
Users of Bsnl are most satisfied because of low charges & free roaming facilities, followed
Airtel (because of its special offers) & Vodafone.

11) If you want to have another GSM connection which company would you

prefer ?

a) Airtel b) Vodafone c) Bsnl

46

50 31
23
40
OF
O.
N

PON
DEN
RES

30
TS

20

10

0
AIRTEL BSNL VODAFONE
GSM COMPANY
INTERPRETATION:

Most of the people prefer BSNL because of its low charges followed by Airtel (because of its
nominal charges & special offers). Some people also prefer Vodafone because of its network
support.

CONCLUSION

• 38% of people Are using Bsnl, 32% of people are using Vodafone And rest 30% of
people are using Airtel.

• 61% of people are using prepaid, while 39% of people are using post paid.

• Vodafone users are most satisfied with the network coverage provided by their
company, followed by Airtel & Bsnl.
• Bsnl users are most satisfied with the roaming facility provided by their company,
followed by Airtel & Vodafone.

• Both users of Vodafone & Airtel are very much equally satisfied with the services
provided by customer care units but hutch has an edge while Bsnl users are very
much dissatisfied.

• Both users of Vodafone & Airtel are very much equally satisfied in terms of locations
& number of service centers but hutch has an edge while Bsnl users are very much
dissatisfi

• Users of Airtel are very much satisfied with the special offers provide by their
company, followed Bsnl & Vodafone.

• Users of Bsnl are very much satisfied with privacy & secrecy by their company,
followed Airtel & Vodafone.

• Users of Airtel are very much satisfied with formalities required for new connection,
followed Vodafone & Bsnl.

• Users of Bsnl are most satisfied because of low charges & free roaming facilities,
followed Airtel (because of its special offers) & Vodafone.
• Most of the people prefer BSNL because of its low charges followed by Airtel (because
of its nominal charges & special offers). Some people also prefer Vodafone because of
its network support.

LIMITATIONS OF THE STUDY

 Few people did not have the time to fill up or answer the

Questionnaire.

 People were also not giving the exact information like, their monthly
income, age and suggestion etc.

 Few people were not responding as we expect from them and they were
reacting for the survey is conducted for false purpose.
  They asked for some favour fill up the questionnaire.

 As the time was lees for conducting the survey, so the survey could not be
conducted in a large area.

SUGGESTIONS

Good relationships are pivotal to business success. With this organizational

objective all the GSM mobile companies included in the survey, should try to
maintain a fine balance between high level of customer satisfaction and the
quality of service provided by them. Here are few suggestions by which both
company and costumers can be benefited.

Suggestions and Recommendations:

  Though Bsnl has most of the market share , still it should improve its network
connectivity.

 Vodafone should decrease its charge & provide better special offers as far as

possible.

 Airtel should improve its roaming services.

 Bsnl should provide Easy TOP UP cards to increase its market share.

BIBLIOGRAPHY

Research Methodology (Methods and Techniques) – C. R. KOTHARI

Methodology of research in social sciences – Krishna swami

Statistical Method - S.P. GUPTA

Search Engine- www.google.co.in

web sites- All the official websites of GSM mobile

companies included in the survey

QUESTIONNAIRE

SUBJECT: Customer Satisfaction Among These Three GSM mobile services

(AIRTEL, VODAFONE & BSNL). In Varanasi city.

Dear sir/Madam,
I MANI SHANKAR SINGH student of BBA(VI) Sem. course of Rajershi School Of
Management and Technology, Varanasi Conducting a field survey on Customer
Satisfaction Among These Three GSM Mobile Services (AIRTEL,VODAFONE,&
BSNL).
 This survey is a part of my BBA Course. Please provide relevant
information by filling the questionnaire to make my survey more comprehensive .All
details from your part will not be disclosed. Do not leave any item.

PERSONAL DETAIL

NAME:- ________________________________________________

AGE:- __________________________________________________

ADDRESS:- _____________________________________________

CONTACT NO:- _________________________________________

OCCUPATION:- _________________________________________

SIGNATURE:-___________________________________________

DATE:-____________
Q1 do you use a Cell Phone?
Yes
No

Q2 Are you...?
Male
Female

Q3 How old are you?

<15
15-24
25-34
35+

Q4 What is your yearly family income?

>Rs. 1.5lacs
1.5lacs – 3lacs
3lac – 5lacs
5lacs-10lacs
<10lacs

Q5 How many calls a day do you make?

<50
40-50
30-40
20-30
10-20
>10

Q6 Which of the following Cell Phone Service Provider do you use?

Vodafone
Airtel
Dolphin
Idea
Tata
Reliance
other
Q7 And which of the following Cell Phone Service Provider have you used
before this?
Vodafone
Airtel
Dolphin
Idea
Tata
Reliance
None of these

Q8 Reason for Switching?

I was not satisfied with the earlier service
The second one came with a better scheme
I shifted to another place
Not Applicable

Q9 What would u look for in a cell phone service provider?

Better service and Connectivity
Low Tariff
Both equally
Depends on the Scheme

Q10 How would you rate Vodafone compared to Airtel overall?

Vodafone is a lot better
Vodafone is a little better
Don’t know/Can’t Say
They are about the same

Q11. Name of the GSM company you are using?

a) Airtel b)Vodafone c) BSNL

Q12. Mention the type of your connection?

a) Prepaid b) Postpaid

Q13.How do rate the network coverage provided by your GSM company?

a) Highly Dissatisfied b) Dissatisfied c) Fair

d) Satisfied e) Highly Satisfied

Q14. How do rate the roaming services provided by your GSM company?

a) Highly Dissatisfied b) Dissatisfied c) Fair

d) Satisfied e) Highly Satisfied

Q15. How do you rate the behavior and response of customer care unit of your
mobile company?

a) Highly Dissatisfied b) Dissatisfied c) Fair

 d) Satisfied e) Highly Satisfied

Q16. How much you are satisfied with the locations and numbers of services
centers of your mobile company in Varanasi city?

a) Highly Dissatisfied b) Dissatisfied c) Fair

d) Satisfied e) Highly Satisfied

Q17. Rate the special offers (on talk time, validity, festivals/ seasonal offers,
downloading offers etc ) provided by your company?

a) Highly Dissatisfied b) Dissatisfied c) Fair

d) Satisfied e) Highly Satisfied

Q18. Rate of the privacy and secrecy provided by your mobile company?

a) Highly Dissatisfied b) Dissatisfied c) Fair

d) Satisfied e) Highly Satisfied

Q19. Rate the formalities fulfilled while taking a new connection?

a) Highly Dissatisfied b) Dissatisfied c) Fair

 d) Satisfied e) Highly Satisfied

Q20. Rate the overall satisfaction level with the service provided by your
mobile company?

a) Highly Dissatisfied b) Dissatisfied c) Fair

d) Satisfied e) Highly Satisfied