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CUSTOMER SATISFACTION

CUSTOMER SATISFACTION

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Sections

  • LIST OF TABLES
  • LIST OF CHARTS
  • INTRODUCTION
  • COMPANY PROFILE
  • OBJECTIVES
  • RESEARCH
  • ANALYSIS AND
  • INTERPRETATION
  • CHI – SQUARE
  • TEST
  • FINDINGS AND
  • SUGGESTIONS
  • BIBLIOGRAPHY
  • APENDIX

A STUDY ON CUSTOMER SATISFACTION IN RELIANCE INDIA MOBILE, COIMBATORE

Report submitted in the partial fulfillment of the requirements of the award of the Degree of BACHELOR OF BUSINESS MANAGEMENT WITH COMPUTER APPLICATION Report submitted by ALFIYA BANU (0825G0002) JESEENA (0825G0018)

Under the guidance of Mrs.S.KANTHIMATHI, M.B.A, M.Phil, PGDCA, Ph.D.

DEPARTMENT OF MANAGEMENT WITH COMPUTER SRI RAMAKRISHNA &SCIENCEFOR WOMEN

BUSINESS APPLICATION COLLEGE OF ARTS

(AN ISO CERTIFIED INSTITUTION, AFFILIATED TO BHARATHIARUNIVERSITY) MARCH 2011

CONTENTS

S.NO PARTICULARS List of Tables List of Charts Synopsis Introduction to the Study 1.1. 1.2. 1.3. 2.1. 2.2. Objectives of the Study Scope of the Study Limitations of the Study About the Study About the Company

PG.NO

Review of Literature Research Methodology Analysis and Interpretation Findings, Suggestions and Conclusion 6.1. Findings 6.2 Suggestions 6.3. Conclusion Bibliography Appendix

LIST OF TABLES

List of Table
Sl. No. Particulars Page No.

9. 5. 2. 16. 13. 6. 14. 12. 3. Table Showing services provided by web world express. Table Showing Handset prefer of Respondent Table Showing aware of new schemes Table Showing media of advertisement Table Showing benefits of Respondent Table Showing satisfaction of SMS pack Table Showing speedy reach of SMS Table Showing satisfactory level of service from web world express. 4. 8.1. Table Showing Respondent satisfaction of roaming facility Table Showing price Rate of Reliance . 15. 10. Table Showing Educational qualification of Respondent Table Showing Respondent monthly income Table Showing model of Reliance Table Showing model of Nokia Table Showing reason for opting the handset. 18. 7. Table showing gender of Respondent. Table Showing Respondent Age. Table Showing coverage availability of Reliance 17. 11.

Table Showing billing problem of Respondent. 20. 21.19. 22. Table Showing usage of Reliance handset . Table Showing satisfied web world facility provided by Reliance Table Showing Reason for preference of Reliance Mobile Table Showing awareness of Reliance helpline number Table Showing Respondent satisfaction about price of handset. 23. 24.

LIST OF CHARTS .

11. No. 8. 6. 7. . 15. Chart Showing services provided by web world express. 14. Chart Showing coverage availability of Reliance Page No. 4. 16. 9. 13. 1. Chart Showing Respondent Age. 2. 5. Chart Showing Handset prefer of Respondent Chart Showing aware of new schemes Chart Showing media of advertisement Chart Showing benefits of Respondent Chart Showing satisfaction of SMS pack Chart Showing speedy reach of SMS Chart Showing satisfactory level of service from web world express. 3.Sl. Chart Showing Educational qualification of Respondent Chart Showing Respondent monthly income Chart Showing model of Reliance Chart Showing model of Nokia Chart Showing reason for opting the handset. 10. 12. Particulars Chart showing gender of Respondent.

19. 24. Chart Showing usage of Reliance handset . Chart Showing Respondent satisfaction of roaming facility Chart Showing price Rate of Reliance Chart Showing billing problem of Respondent. 21. 18. 22.17. 20. Chart Showing satisfied web world facility provided by Reliance Chart Showing Reason for preference of Reliance Mobile Chart Showing awareness of Reliance helpline number Chart Showing Respondent satisfaction about price of handset. 23.

. The collected data were analyzed and results were drawn. The information was collected through personal interview with the help of structured questionnaire. to identify the influencing factors in service of cell phone. “A study on customer satisfaction with special reference to Reliance India Mobile” was conducted in Coimbatore city.SYNOPSIS The project entitled. and respondents selected were Business people employees and students.

INTRODUCTION THEORITICAL BACKGROUND OF TOPIC .

the customer is satisfied. Satisfaction is a person’s feelings of pleasures or disappointment resulting from comparing a product’s perceived performance in relation to his or her expectation. If the performance falls short of expectation. If the performance matches the expectation. As this definition makes clear satisfaction is a function of perceived performance and expectation. the customer is dissatisfied.Customer satisfaction Whether the buyer is satisfied after purchase depends on the officer’s performances in relation the buyer’s expectation. HISTORY OF COMMUNICATION INDUSTRY . If the performance exceeds expectation. the customer is highly satisfied or delighted.

the world had about 25 million phones.(TELEPHONE) Alexander Graham Bell is the Father of Telephone Communication Experimenting in his modest laboratory in Boston Massachusetts. The telephone really expanded its network in the 1950’s and there after astronomically. a distance of about 800 miles. The First Commercial telephone exchange opened in new Howen. in 1878 between Boston and New York were liked by service in 1884 and in 1892 long distance. the growth of the telephone was nothing less than phenomenal by 1921. in 2nd June 1875. Once the initial problem’s had been should. ABOUT THE MOBILE SERVICE . Facilities were inaugurated between New York and Chicago.

The world now has become even smaller and all credit is due to the introduction of mobile technology. People no longer need to be tied down at one place just for a phone can for fear of mission over are important business opportunity. Even still in a few year back. . success in business depends in hours a person spent in the office. Most of the times he would just wait to make or receiving an important phone calls.People all over the world feel the need in touch whether it is personal or business until today the telephone had been the most important communication tool. Now the Mobile phone brings to people where new way of communicating without wires.

COMPANY PROFILE COMPANY PROFILE .

15. Dhirubhai H.900 crores. The Group founder and the Chairman. 99. Dhirubhai H. financial services insurance. Reliance emerged as India’s most admired business house. Ambani who has built the group on the principal that the vital needs to the society should be turned into variable Business opportunities. The group activities span exploration and production (Exp) of oil and gas. power. Mr. The group export its products to more than 100 countries the world over. Ambani 1932’s India’s largest Business house with total revenue at over Rs. . telecom and info-com initiatives.000 crore and export of Rs. retaining and marketing textiles. Reliance group dominates the rapidly growing Indian market deriving over 80% of its revenues from the domestic. for the third successive year in a TNS mode survey for 2003 with globally competitive capital and operating cost positions.INTRODUCTION The Reliance Group founded by Mr.

that span the entire Info Comm value Chain-Infrastructure applications and consulting.CHAIRMAN & MANAGING DIRECTOR .Mr. Reliance Info Comm is a pan India high capacity. integrated (wireless and wire line) and convergent digital network designed to after services. The network is designed to deliver services that will for life for a New India. AMBANI EXECUTIVE DIRECTOR - Nikhil R. . Kohli Reliance Info Comm is the come of the late visionary Dhirubhai Ambani’s (1932-2002) dream to herald a dig in India by bringing affordable means of information and communication to the door steps of cost popular. DHIRUBHAI H. S. Meswani Hital R. Meswani H.

OBJECTIVES OBJECTIVES OF THE STUDY .

LIMITATIONS OF THE STUDY . To study the users expectation and their suggestions of Reliance Cell Phone.1. To identify and analyse the customer satisfaction of Reliance India Mobile. To analyse the present & future customer service wanted. 3. 2.

The study is restricted to Coimbatore city only so it cannot be generalized. The sample sizes were restricted only to 110 customers. 2. The time period for the study is very limited.1. . 3.

RESEARCH METHODOLOGY .

. as it exits as present. The primary data are collected through personal interview using a questionnaire. Its accuracy portrays the characteristics of a particulars individual situation or a group. Personal observation and questionnaires are the two basic means of obtaining primary data. The major purpose of the state of affairs. This study was conducted to know the current position of the market. Descriptive research includes surveys and fact-findings enquirer of different kinds. SOURCE OF DATA Primary Data: The primary data are those which are collected a fresh and for the first time and thus happen to be the original in character.DESIGN OF THE STUDY METHODOLOGY In this study the type of research adopted was descriptive research.

Sample technique: Convenience random sampling. The respondents were met personally to collect data from them. Sample size: Total number of sample size was 110. .Secondary Data: It was collected from websites and books. Tools for analysis: Statistical tools like simple percentage and Chi-square analysis were used to analysis the data.

ANALYSIS AND INTERPRETATION .

5% (the majority) of respondent are male and 34. 65. .5% of respondent are female. 1 2 Gender Male Female Total Number of respondent 72 38 110 Percentage (%) 65.TABLE – 1 Table Showing Gender of Respondent Sl.5 100 Interpretation: From the above table it is clear that.5 34. No.

1% of respondent are in the age category of below 18.2% of respondent are in the age category of 18 – 40 years.2 2.TABLE – 2 Table Showing Age group of Respondent Sl. While 2. the 19.7 0 110 Interpretation: From the above table it is clear that.60 Above 60 Total Number of respondent 21 86 3 0 110 Percentage (%) 19.60 years and there is no respondent of in the age category of above 60 years.1 78. 1 2 3 4 Age Below 18 18 – 40 40 .7% of respondent of in the age category of above 40 . No. where as 78. .

TABLE – 3
Table Showing Educational qualification of Respondent

Sl. No. 1 2 3

Educational Qualification SSLC Graduate Illiterate Total

Number of respondent 23 84 3 110

Percentage (%) 20.1 76.3 2.7 100

Interpretation:

From the above table it is clear that, the majority of (76.3%) of respondent are Graduate, while 20.1% of respondent are SSLC and 2.7% of respondent are illiterate.

TABLE – 4

Table Showing Occupation of Respondent

Sl. No. 1 2 3 4

Occupation College goers School Student Business man Office goers Total

Number of respondent 53 7 40 10 110

Percentage (%) 48.2 6.3 36.5 9.1 100

Interpretation:

From the above table it is clear that, the majority of (48.2%) of respondent is College goers; where as 6.3% of respondent are school students. While 36.5% of respondent came under business man and 9.1% of respondents are office goers.

TABLE – 5

Table Showing Income level of Respondent

Sl. No. 1 2 3

Income level Below 5000 5000 – 10000 Above 10000 Total

Number of respondent 51 46 13 110

Percentage (%) 46.4 41.8 11.8 100

Interpretation:

From the above table it is revealed that income level of respondent. It is majority of (46.4%) of respondent are below Rs. 5000. Then 41.8% of respondent are earned Rs. 5000 – 10000 per month and 11.8% of respondent are got above Rs.10000 per month.

TABLE – 6

5% of respondent had LG 2430.5%) of respondent had Samsung 356 Slim. the majority (39.1 7. Then 7.Table Showing Model of Handset in Respondent Sl. 1 2 3 4 5 6 Model of Handset LGRD 2330 LG 2430 LG RD 6130 N 380 SAMSUNG 356 SLIM LG RD 5130 Total Number of respondent 8 23 9 6 32 3 110 Percentage (%) 9.8% of respondent had LG RD 2330.7% of respondent using LG RD 5130 model in Reliance mobile. where as 28.1% of respondent got LG RD 6130. while 11.4% of respondent had N380 and 3. No. TABLE – 7 Table Showing Model of Handset in Nokia .7 100 Interpretation: From the above table it is clear that.5 3. In other case 9.5 11.8 28.4 39.

1 2 3 4 5 6 7 8 Model of Handset 3205 3125 6225 6585 6012 6255 3105 2112 Total Number of respondent 3 4 6 11 1 4 110 Percentage (%) 10.6 3.5% respondent use 6255 model.5 13. There is no respondent are 3205 and 2112 model.Sl. where as 13.7% of respondent use 3012 model. and 3. TABLE – 8 Table Showing Reasons for opting the Handset . No.7% of respondent use 3105 model.7% of respondent use 6225 model and 3105. then 10. while 13.5 13. the majority (20.5% of respondent use 3125 model and 3.7 3.6%) of respondent use 6585 model.7 20.7 100 Interpretation: From the above table it is clear that.

where as 10. Video download & play back Quick SMS enabled Price Total Number of respondent 21 5 3 12 2 4 33 30 110 Percentage (%) 19 4. then 3.8% of respondent are digital zoom. then 4.6% of respondent are video recorder.6 30 27.5% of respondent are price.9 1.5% of respondent are integrated FM radio. video down load &play back.7% of respondent are built in flash light and 1. because 2. 27. 1 2 3 4 5 6 7 8 Reasons for opting the Handset Colour camera phone Integrated FM radio Built in flash light High speed data support Digital zoom Video recorder. 30% of respondent obtain handset because of quick SMS.9% of respondent are high speed data support. while 19% of respondent are colour camera phone. TABLE – 9 Table Showing Simcard preference of Respondent .5 2.5 100 Interpretation: From the above table it is clear that.8 3.7 10.Sl. No.

the 87% of respondent are prefer prepaid tariff.Sl. 1 2 3 SIM card preference Prepaid Tariff Postpaid Tariff Land Line Total Number of respondent 95 14 1 110 Percentage (%) 87 12. No.7% of respondent prefer Postpaid Tariff and 1% of respondent used in landline. TABLE – 10 Table Showing Awareness of New Scheme .7 1 100 Interpretation: From the above table it is clear that. while 12.

the majority of 94% of respondent are aware about the new scheme and 6% of respondent not aware of new scheme. 1 2 Awareness of new scheme Yes No Total Number of respondent 103 7 110 Percentage (%) 94 6 100 Interpretation: From the above table it is clear that.Sl. No. TABLE – 11 Table Showing Media’s of Advertisement .

7 5. 10. then 2.7% of respondent known by Radio. where as 22. No. 1 2 3 4 5 6 Media’s of advertisement TV Radio Magazine Posters News paper Other Total Number of respondent 62 3 6 25 12 2 110 Percentage (%) 56 2.5% of respondent got by magazine. 2% of respondent known by other sources like friends & relatives etc.5 22.7 10.9% of respondent known by news papers.9 1.8 100 Interpretation: From the above table it is clear that.Sl.7% of respondent aware information by posters. TABLE – 12 Table Showing Benefits of SIM card . the majority of 56% of respondent are aware by TV advertisement. then 5.

4 13.Sl. TABLE – 13 Table Showing Satisfaction of SMS pack .4% of respondent are got benefited by prepaid tariff and 13. the majority of 86. No.6% of respondent benefited by postpaid tariff. 1 2 SIM card Prepaid Tariff Postpaid Tariff Total Number of respondent 95 15 110 Percentage (%) 86.6 100 Interpretation: From the above table it is clear that.

the satisfaction of SMS pack. It’s 94. 1 2 Satisfaction of SMS pack Yes No Total Number of respondent 104 6 110 Percentage (%) 94.5% of respondent satisfied with their SMS pack and 5. No. TABLE – 14 Table Showing speedy reach of SMS .4% of respondent not satisfied with SMS pack.Sl.5 5.4 100 Interpretation: From the above table it is clear that.

No. the majority 57. TABLE – 15 Table Showing Level of service satisfaction by web world .Sl.2% of respondent SMS reach in high speed. where as 40% of respondent SMS reach at normal speed and 2.7 100 Interpretation: From the above table it is clear that.7% of respondent SMS reach at low speed.2 40 2. 1 2 3 SMS speed High speed Normal speed Low speed Total Number of respondent 63 44 3 110 Percentage (%) 57.

the majority (53. No.8% of respondent are not satisfied with this service.Sl.8 100 Interpretation: From the above table it is clear that.5% of respondent are satisfied with the service and 1. TABLE – 16 Table Showing service provided by web world express . 1 2 3 Satisfaction Highly satisfied Satisfied Not satisfied Total Number of respondent 49 59 2 110 Percentage (%) 44. where as 44.5 1.6% ) of respondent are highly satisfied with the service provided by web world express.5 53.

while 17.2%) of respondent opinion is recharge of prepaid card services provided by web world express.7% of respondent is buying a new handset services.0 100 Interpretation: From the above table it is clear that.2% of respondent told bill payment service and 3. No. where as 22. TABLE – 17 Table Showing Availability of coverage . 1 2 3 4 5 Type of services Bill payment Recharge of prepaid card Resale of Handset Buying a new Handset Enquiry Total Number of respondent 19 41 4 25 21 110 Percentage (%) 17. the majority (37.7 19.2 3.0% of respondent opinion is the enquiry service provided by web world express.6% of respondent told service of resale of handset. 19.Sl.6 22.2 37.

8%) of respondent are thought that availability of coverage id good.2% of respondent thought that an better availability of coverage and 20% of respondent told best coverage service is provided by Reliance.2 20 100 Interpretation: From the above table it is clear that. where as 27. No.8 27. 1 2 3 Availability of coverage Good Better Best Total Number of respondent 57 30 23 110 Percentage (%) 51. the majority (51.Sl. TABLE – 18 Table Showing Satisfied with the roaming facility .

5 24.5% of respondent are not satisfied with roaming facility.5% ) of respondent satisfied with roaming facility and 24. No. the majority (78. TABLE – 19 Table Showing Rate of Reliance Cell . 1 2 Roaming Facility Yes No Total Number of respondent 83 27 110 Percentage (%) 78.5 100 Interpretation: From the above table it is clear that.Sl.

Sl.8% of respondent said that the Reliance Cell Phone is higher rate compared with other cell phones. TABLE – 20 Table Showing Problem with billing of Reliance .2%) of respondent said that rate of Reliance Cell less than the other cell phone and 21. the majority (78.2 100 Interpretation: From the above table it is clear that. 1 2 Rate of Reliance High Cheaper Total Number of respondent 24 86 110 Percentage (%) 21. No.8 78.

5 100 Interpretation: From the above table it is clear that.5% of respondent have a problem with billing. the majority (86. TABLE – 21 Table Showing Facility provided by Reliance .Sl. 1 2 Problem with Billing Yes No Total Number of respondent 15 95 110 Percentage (%) 13. No.5 86.5%) of respondent does not have any problem with billing and 13.

Sl.5 100 Interpretation: From the above table it is clear that.5% of respondent are not got the facilities of Reliance. TABLE – 22 Table Showing Reasons for preference of Reliance Mobile . the majority (93. 1 2 Facility provided by Reliance Yes No Total Number of respondent 103 7 110 Percentage (%) 93. No.5 6.5%) of respondent got the facility provided by Reliance and 6.

9%) of respondent are preferred the reliance for the reasons of reasonable price. where as 31. SIM card etc.2 100 Interpretation: From the above table it is clear that.Sl. 1 2 3 Reason for preference Reasonable Various scheme Others Total Number of respondent 67 35 8 110 Percentage (%) 60. No.8% of respondent preferred reliance mobile by various scheme and 7.9 31. the majority (60.2% of respondent preferred for other reason like SMS. TABLE – 23 Table Showing aware of Reliance helpline Number .8 7.

1 2 Aware of Reliance Helpline Number Yes No Total Number of respondent 94 16 110 Percentage (%) 85.5 100 Interpretation: From the above table it is clear that.5% of respondent are not aware of Reliance Helpline number.5%) of respondent are aware of Reliance Helpline number. the majority (85. TABLE – 24 Table Showing Satisfaction Price of Handset .Sl. where as 14. No.5 14.

1 2 Satisfaction of Handset Yes No Total Number of respondent 102 8 110 Percentage (%) 93 7. No. TABLE – 25 Table Showing Usage of Handset .2% of respondent are not satisfied with their price of the handsets. the majority (93%) of respondent is satisfied with the price of the handset and 7.Sl.2 100 Interpretation: From the above table it is clear that.

9 100 Interpretation: From the above table it is clear that. No.2 10.5% of respondent are using 1 year and 10. where as 27.5% of respondent are using handset for the past 2 years. 1 2 3 4 Usage of Handset 1 Year 2 Year 3 Year 4 Year Total Number of respondent 29 39 30 12 110 Percentage (%) 26.5 35.5 27.2% of respondent are using for 3 years.Sl. the majority 35.9% of respondent are using for 4 years . 26.

CHI – SQUARE TEST TABLE – I .

Preference/Income Prepaid Post Paid Land line Total Chi-square value Tabulated value Below 5000 34 6 5 45 - 5000 to 10000 36 5 5 46 - Above 10000 9 5 5 19 - Total 79 16 15 110 0. the calculated value is less than table value at 5% level of significance for two degree of freedom. so we accept the hypothesis. HYPOTHESIS Let us take the hypothesis all the income group of Respondent prefers prepaid tariff. TABLE – II .488 Interpretation: From the above table it is revealed that.49 9.CHI – SQUARE ANALYSIS Table shows the Chi – Square analysis of Preference Vs Income. postpaid and landline also. Hence it is concluded that all the income group of respondent are influenced with the preferences of prepaid. postpaid tariff and Landline.

Hence it is concluded that both the sex are beneficial with prepaid and postpaid tariff. HYPOTHESIS Let us take the hypothesis both of the respondents are beneficial about prepaid tariff and post paid tariff Sex/Beneficial Male Female Total Chi – Square Value Tabulation Value Prepaid 66 11 77 - Post paid 28 25 33 - Total 94 16 110 0.991 Interpretation: From the above table it is revealed that. TABLE – III .CHI – SQUARE ANALYSIS Table shows the Chi – Square analysis of Sex Vs Beneficial. so hypothesis is accepted.42 5. the calculated value is less than table value at 5% level of significance for two degree of freedom.

HYPOTHESIS Let us take the hypothesis both of the respondents are satisfied with SMS pack. Hence it is concluded that both the sex respondent are satisfied with SMS pack in prepaid and postpaid tariff TABLE – IV . the calculated value is less than table value at 5% level of significance for two degree of freedom. so hypothesis is accepted.44 5.CHI – SQUARE ANALYSIS Table shows the Chi – Square analysis of Sex Vs SMS Pack.991 Interpretation: From the above table it is revealed that. Sex/Beneficial Male Female Total Chi – Square Value Tabulation Value Prepaid 66 6 72 - Post paid 33 5 38 - Total 99 11 110 0.

so hypothesis is accepted. Hence it is concluded that all the educational group of respondent prefer prepaid.31 9.488 Interpretation: From the above table it is revealed that. HYPOTHESIS Let us take the hypothesis of the educational people prefer Prepaid. the calculated value is less than table value at 5% level of significance for two degree of freedom.CHI – SQUARE ANALYSIS Table shows the Chi – Square analysis of Educational Qualification vs. Post paid and Land line. Preference. Sex/Beneficial SSLC Graduate Illiterate Total Chi – Square Value Tabulation Value Prepaid 14 5 5 24 - Post paid 57 8 5 70 - Land line 5 6 5 16 - Total 76 19 15 110 1. post paid and land line TABLE – V CHI – SQUARE ANALYSIS .

so hypothesis is accepted.355 5. HYPOTHESIS Let us take the hypothesis as both the respondent are satisfied with roaming facility. the calculated value is less than table value at 5% level of significance for two degree of freedom. Hence it is concluded that respondent of both sex are satisfied with Roaming facility.991 Interpretation: From the above table it is revealed that. Sex Vs Roaming Facility Male Female Total Chi – Square Value Tabulation Value Yes 57 25 82 - No 18 10 28 - Total 75 35 110 0. TABLE – VI CHI – SQUARE ANALYSIS .Table shows the Chi – Square analysis of Sex vs. Roaming Facility.

488 Interpretation: From the above table it is revealed that. the calculated value is less than table value at 5% level of significance for two degree of freedom. .Table shows the Chi – Square analysis of Qualification Vs Level of Satisfaction web world. HYPOTHESIS Let us take the hypothesis as all class Educational qualification people are satisfied with the service given by customer care executive of web world. Educational Qualification / Level of Satisfaction Web World SSLC Graduate Illiterate Total Chi – Square Value Tabulation Value Highly satisfied 10 7 6 23 - Satisfied 31 36 5 72 - Not Satisfied 5 5 5 15 - Total 46 48 16 110 0. so hypothesis is accepted.71 9. Hence it is concluded that all class of educational qualification people are satisfied with the service given by customer care executive of web world.

FINDINGS AND SUGGESTIONS FINDINGS .

Majority of the respondent are satisfied with the service provided by web world express 15. 5. Majority of the respondent are Graduate. Majority of the respondent opinion is SMS reached at high speed. Most of the respondent is satisfied with the recharge prepaid card service provided by web world express. Majority of the respondent are college goers. Majority of the respondent are getting benefit of prepaid tariff. 14. Majority of the respondent coming under the male category. 8. 7. 11. Majority of the respondent under the age category of 18 Years – 40 Years. 4. 3. 9. 12. 5000. 13. 10. . Majority of the respondent are satisfied with SMS pack. Majority of the respondent under the income category of below Rs. 6. Majority of the respondent prefer prepaid tariff. 2.1. Majority of the respondent have model of Samsung 356 Slim handset in Reliance. Majority of the respondent aware about the new scheme provided by Reliance India Mobile. Majority of the respondent have 6012 model of handset in NOKIA. Majority of the respondent are influenced through the television advertisement.

Most of the respondent is using the handset for the past 2 years. Most of the respondent is satisfied with the Roaming facilities. 23. Most of the respondent opinion is availability of coverage is good in Reliance Mobile SUGGESTION . 24. 18. Most of the respondent is satisfied with the facilities provided by Reliance. 17. 22. 25. 20.16. Most of the respondent is satisfied with price of Handset. Most of the respondent do not have problem with settlement of billing in Reliance. 19. Most of the respondent are prefer Reliance mobile due to reasonable price. Most of the respondent is aware of Reliance helpline number. Most of the respondent are suggest that Reliance Mobile is cheaper compared to other mobile. Most of the respondent opinion is good availability of coverage. 21.

 Most of the Reliance customers are satisfied with the billing system. So company can give accurate details on billing system. . Business people are mostly using the Cell phone compare to others.  Hence the Reliance can improve the coverage by adding more towers. So it will be good to provide concession to business people.  Reliance can create new as well as low price schemes to attract more customers.

CONCLUSION .

most of the customers are expecting good services. Most of the customers are very much satisfied with the performance. DECLARATION . Reliance India Mobile may attract new customers by making new schemes.CONCLUSION It is concluded from the study that the company should improve its after sales service.

PGDCA. Place : Date : Signature of the Student 1. 2..D. CERTIFICATE . COIMBATORE” is submitted in partial fulfillment of the requirements for the award of the Degree of BACHELOR OF BUSINESS MANAGEMENT WITH COMPUTER APPLICATIONS is our original work done under the guidance of Mrs. KANTHIMATHI MBA.We hereby declare that the project titled “ASTUDY ON CUSTOMER SATISFACTION IN RELIANCE INDIA MOBILE. S. Ph. M.phil.

ALFIYA BANU (Reg. Faculty Guide Head of the department Principal Viva voce examination held on _________________ Internal Examiner External Examiner ACKNOWLEDGMENT .. KANTHIMATHI MBA. COIMBATORE” is a Bonafide record of original work done by Ms. Ph.Phil. M.JESEENA (0825G0018) submitted in partial fulfillment of the requirements for the award of the Degree of BACHELOR OF BUSINESS MANAGEMENT WITH COMPUTER APPLICATIONS of Bharathiar University.D. PGDCA.No.This is to certify that the project entitled “ASTUDY ON CUSTOMER SATISFACTION IN RELIANCE INDIA MOBILE.0825G0002). under the guidance of Mrs. S. Ms.

Sri Ramakrishna College of Arts and Science For Women. M. We express our gratitude to Mrs.K. We thank all the faculty members of the Department of Business Management.We give all glory and honour to Almighty GOD who has strengthened us to complete our project work successfully. S. General Manager for allowing us to do the project in AAVIN. S. We owe our grateful thanks to our parents and friends who have helped and encouraged us in this endeavor. . KANTHIMATHI MBA. Coimbatore for her inspiration and blessings. Coimbatore for her guidance and help throughout the course of the study. We take this opportunity to thank the managing trustee of our institution for his blessings.Sri Ramakrishna College of Arts and Science For Women.D Head of the Department of Business Management and guide. SAVITHRI Sri Ramakrishna College of Arts and Science For Women. PGDCA.MANI.Ph. We also wish to thank Mr. Coimbatore for their constant support and encouragement through the course of the study. It gives us immense pleasure to take this opportunity to thank our Principal Dr.Phil.

Kotlar Philip .BIBLIOGRAPHY BIBLIOGRPAHY 1. Marketing Management .

Prentice Hall of India Tenth Edition 2001 2.reliance. New age publishers Reprint edition 2004 3. Website www.C.Kothari. Research Methodology . Brouchers from webworld express 4.R.com .

APENDIX A STUDY ON CUSTOMER SATISFACTION WITH SPECIAL REFERENCE TO RELIANCE INDIA MOBILE QUESTIONNAIRE Personal Details: .

Occupation : : SSLC College goers Business man School students Office goers Rs. Video recorder. Built in flash light d.5000 Above 10000 7. Educational Qualification 5.1. Digital loom f. Integrated FM radio c. Resons for opting the handset a. Name 2. Name of the model of handset you own in reliance? LGRD 2330 N380 LG 2430 Samsung 356 slim LGRD 6130 LGRD 5130 8. Age : : : Male 18 yrs below 40 yrs to 60 yrs Female Mobile No: 18 yrs to 40 yrs above 60 yrs Graduate Illiterate 4.5000 to 10000 6. video download & playback . High speed data support e. Name the model of handset you own in Nokia? 3205 6255 3125 3105 6225 6012 6585 2112 9. Colour camera phone b. Monthly income : Below Rs. Sex 3.

Are you aware of new schemes for prepaid and post paid tariff? Yes No 12. How fast does your SMS reach? High speed Normal speed Low speed 16. Quick SMS download h. Price 10. are you satisfied with sms pack? Yes No Postpaid tariff 15. Which is beneficial to you? Prepaid tariff 14. Could you tell what are the services provided by web world express? Bill payment Resale of handset Recharge of prepaid card Buying a new handset Enquiry . Highly satisfied Satisfied Not Satisfied 17.g. If yes mention the Medias of advertisement TV Radio Magazine Posters Newspaper Others 13. Satisfactory level of the service given by customer care executive from web World Express. Which one do you prefer? Prepaid tariff Postpaid tariff Landline 11.

Why do you prefer the reliance mobile? Reasonable price Various schemes Others 24. Whether you aware of reliance helpline number? Yes No 25.18. how long you using the handset 1year 2years 3years 4years . Are you satisfied with the price of handset? Yes no 26. Are you satisfied with the roaming facility Yes No 20. Compared to other cells whether the rates are? High Cheaper 21. Is there any problem with billing? Yes No 22. Are you satisfied with the facilities Provide by the reliance? Yes No 23. What do you feel about the availability of coverage? Good Better Best 19.

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