This action might not be possible to undo. Are you sure you want to continue?
The present study is undertaken to understand the customer satisfaction of the products mentioned below and conduct a detailed analysis comparing them on the basis of the data collected by survey conducted using questionnaires prepared specifically for this purpose. The products taken into account on which a comparative study has been done are as follows : 1) Softdrinks Pepsi & Thums Up 2) Mobile Phone Service Operators BSNL Communications , Idea Cellular & Vodafone Essar
The data was processed using computer aided tools such as MS Word and MS Excel and the study was limited to Ahmedabad city only .
Table of Contents
Page No Acknowledgement Abstract Chapter 1 : Introduction 1.1 Customer Satisfaction 1.2 Soft Drinks 1.3 Major Players in Soft Drinks Segement 1.4 Pepsi 1.5 Thums Up 1.6 Indian Telecom Industry 1.7 Mobile Phone Service Operators 1.8 Vodafone Essar 1.9 Idea Cellular 1.10 BSNL 1.11 Reliance Communications Chapter 2 : Research Methodology 6 7 8 9 10 12 14 14 15 16 17 18 20
1 Pepsi & Thums Up 4.2 Limitations of the Project 2.2.2 Conclusion 3.1 Analysis of Questionnaire 1 3.5 Questionnaire 2 Chapter 3 : Data Analysis & Findings 3.1 The Objectives & Rationale of/for the project 2.2 Mobile Phone Service Operators Bibliography 27 21 21 22 23 25 28 29 30 31 32 33 34 .4 Conclusion Chapter 4 : Conclusion 4.4 Questionnaire 1 2.3 Analysis of Questionnaire 2 3.3 Sources of Data Collection 2.
CHAPTER 1 INTRODUCTION .
6 The background of the Project 1. . Thus the purpose of marketing is to generate customer value profitabilty. -Variety of factors that affect customer satisfaction include product quality. -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. If the product s performance exceeds expectation. product availabilty and after sales support such as warranties and services. If the performance matches the expectations the customer is satisfied. Customer satisfaction is the level of a person s felt state resulting from comparing a product s perceived perfomance (outcome) in relation to the person s expectations . If the product s performance falls short of expectations the customer is dissatisfied. the customer is highly satisfied or delighted. -This satisfaction level is a function of difference between perceived performance and expectations. High satisfaction or delight creates an emotional affinity with the brand.1 Customer Satisfaction According to Philip Kotler . satisfaction is a person s feelings of pressure or disappointment resulting from product s perceived performance (outcome) in relation to his or her expectations. A company can always increase customer satisfaction by lowering its price or increasing its services but this may result in lower profits.
-Marketing in practice has to manage products . Comman soft drinks include cola. The name soft drink specifies a lack of alcohol which is in a way contrast to the term hard drink . Marketing as suggested by American Marketing Association is an organizational function and a set of processes for 7 creating . A brief introduction of all the products taken into consideration. squash . liquids specifically prepared for human consumption. It is a non-alcoholic beverage typically contaning water and a flavoring agent. etc. 1.2 Soft Drinks Soft Drinks are a type of beverages. iced tea. pricing . Many are carbonated and sweetened and may contain addtional ingredients such as fruit juice. fruit juices. communicating. and delivering value to customers and for managing customer relationships in ways that benefit the organization and its stakeholders . promotion and distribution. flavored water. lemon juice . .
Carbon dioxide. Citric Acid/Malic acid. It constitutes close to 90% of the soft drink content.The major players in the soft drinks market in India are PepsiCo and Coca-Cola Co. the soft drink market witnessed 5-6% growth 8 in the early 90s. Preservatives. Anti Oxidants and other emulsifying agents. Pepsi Co s soft drink portfolio also consists of Miranda and 7Up along with Pepsi. The market share of each of the company is more or less the same. like elsewhere in the world. The major ingredient in a soft drink is water. .Cola products account for nearly 61-62% of the total soft drinks market. Coca-Cola acquired a number of local brands like Limca. though there is a conflict in the estimates quoted by different sources. the drink also contains sweeteners. Colors. etc. Presently the market has growth rate of 7-8% per annum compared to 22% growth rate in the previous year. Added to this. In India . Gold Spot and Thums Up when it entered Indian market for the second time.India is one of the top five markets in terms of the growth of the soft drinks market.
COCA COLA .FANTA .PEPSI The ones taken into account for this comparative study- .LIMCA 9 .MAAZA .1.THUMS UP .3 Major players in Soft Drinks segment .SPRITE .
DDT. -In 2003. Mirinda. Tested products included Coke. said aerated waters produced by soft drinks manufacturers in India. and Sprite. Fanta. .including lindane. Limca. The brand was first trademarked on June 16. PepsiCo In India -PepsiCo gained entry to India in 1988 by creating a joint venture with the Punjab government-owned Punjab Agro Industrial Corporation (PAIC) and Voltas India Limited. malathion and chlorpyrifos pesticides that can contribute to cancer. contained toxins. including multinational giants PepsiCo and The Coca-Cola Company.CSE said it had tested the same products in the US and found no such residues. 7Up. Coca Cola's 30 times. a breakdown of the immune system and cause birth defects. ThumsUp.4 PEPSI Pepsi is a carbonated soft drink produced and manufactured by PepsiCo. the Centre for Science and Environment (CSE). CSE found that the Indian-produced Pepsi's soft drink products had 36 times the level of pesticide residues permitted under European Union regulations. PepsiCo bought out its partners and ended the joint venture in 1994. This joint venture 10 marketed and sold Lehar Pepsi until 1991. 1903. Pepsi.1. The drink was first made in the 1890s in North Carolina. when the use of foreign brands was allowed. a nongovernmental organization in New Delhi.
11 Pepsi Slogans (INDIA) -1990 1991: "Yehi hai right choice Baby UH HUH" -1996 1997: "Pepsi:There's nothing official about it" (During the Wills World Cup (cricket) held in India/Pakistan/Sri Lanka) -1999-2006: "Yeh dil maange more" 2009 present: "Yeh hai youngistaan meri jaan" 2009 present: "My Pepsi My Way" 2010 present "Youngistan ka wow. The Coca-Cola Company and PepsiCo together hold 95% market share of soft-drink sales in India." 1. including both Pepsi and Coca-Cola. -As of 2005. had high levels of pesticides in their drinks. -In 2006.-The Coca-Cola Company and PepsiCo angrily denied allegations that their products manufactured in India contained toxin levels far above the norms permitted in the developed world. fruit and dairy products. the CSE again found that soda drinks. Both PepsiCo and The Coca-Cola Company maintain that their drinks are safe for consumption and have published newspaper advertisements that say pesticide levels in their products are less than those in other foods such as tea.5 Thums Up .
Thums Up was basically a cola drink.5% share of the Indian soft-drink market but much to its dismay found out that if it took out Thums Up. when the Indian government opened the market to multinationals. adding to their portfolio of older brands Limca (lime flavor) and Gold Spot (orange flavor).72% of the market (according to a report by NGO Finance&Trade in India). later re-launched it in order to compete against Pepsi. and Campa Cola gained nationwide acceptance. Pepsi was the first to come in. after unsuccessful attempts at killing the brand. -Coca-Cola apparently did try to kill Thums Up. -During the late 1970s. It is similar in flavour to other colas but has a unique taste reminiscent of betel nut. to thwart the Indian brand. along with then CEO Bhanu Vakil. Then the capacity went from 250ml to 300ml. -In 1990. but the company never claimed it as such. Following this. red thumbs up logo is common. Ramesh Chauhan and Prakash Chauhan. the Parle brothers. aptly named MahaCola. Coke decided to use Thums Up to attack Pepsi. With Pepsi roping in major Indi an movie stars like Juhi Chawla. but soon realized that Pepsi would benefit more than Coke if Thums Up was withdrawn from the market. The formula was just as closely guarded as the famous Coke formula. hence it once again dusted out the Thums Up brand and relaunched it targeting the 30 to 45 year olds. Thums Up increased its spending on Cricket sponsorship. The consumers were divided where some felt Pepsi s mild taste was rather bland. the American cola giant Coca-Cola abandoned operations in India rather than make a forced sale of 60% of their equity to an Indian company. Thums Up. 12 -Thums Up enjoyed a near monopoly with a much stronger market share and was one of the major advertiser s throughtout the 1980s. it would remain with only 28. Thums Up went up against the international giant for an intense onslaught with neither side giving any quarter. Limca. launched Thums Up as their flagship drink. Introduced in 1977 to offset the expulsion of The CocaCola Company and other foreign companies from India. This nickname gained popularity in smaller towns where people would ask f or "Maha Cola" instead of Thums Up. Instead.Thums Up is a carbonated soft drink (cola) popular and largest selling brand in India. . where its bold. The brand was bought out by Coca-Cola which. The Coca-Cola Company by this time had about 60.
as in rum and Thums Up. Grow up to Thums Up was a successful campaign.51 Million mobile phone connections as of June 2010. it was a favorite in Rum based Cocktails. It is also the second largest telecommunication network in the world in terms of number of wireless connections after China.Other campaigns from Thums Up are build on its strength and its perception as a macho drink. Classification of Telecommunication services . Known to be a strong drink with more power packed into it than other colas. 13 1.-The brand was re-positioned as a manly drink.51 Million in June 2010. focusing on the strength of the drink hoping that the depiction of an adult drink would appeal to young consumers. The Indian Mobile subscriber base has increased in size by a factor of more than one-hundred since 2001 when the number of subscribers in the country was approximately 5 million to 635. Thums Up kick-started an aggressive campaign directly attacking Pepsi s TV ads. with 671.69 Million telephone (landlines and mobile) subscribers and 635. The brand was unshakeable and Coca-Cola s declaration that Thums Up was India s premier cola brand in terms of market share did not surprise many. The brand s market share and equity soared. drawing on its strong taste qualities.6 Indian Telecom Industry The Indian telecommunications industry is the world's fastest growing telecommunications industry.
-Basic Services -Cellular Services -Internet Service Providers (ISP) 1. Tata Docomo. In addtion. Virgin Mobile India) . wireless service provider.7 Mobile Phone Service Operators A mobile network operator (MNO). carrier service provider (CSP). other service platforms such as voicemail and SMS centre will be deployed as well as billing and Customer Relationship Management (CRM) systems.Idea Cellular . 14 However the operator must also deploy essential equipment in order to offer the services. also known as mobile phone operator . or cellular company. most notably the radio transmitter network and the core network. is a telephone company that provides services for mobile phone subscribers.wireless carrier. The essential characteristic that defines a mobile network operator is that they must have acquired a radio spectrum license from the government before they can offer mobile phone service within a country. List of Mobile Network Operators in India Bharti Airtel Reliance Communications Vodafone Essar Tata Teleservices (Tata Indicom.
.BS ce ec e es e c s e s jec 1 8 Vod fon V e ss ss c s ss s c c es yV e 67 e e e es e s e e e 900 se v ces e V es e e ce se ss e s e y s e c ve s 23 e ec V e ss s e 33 s e sec es eve e e B e 15 c s e s es e e cs e s y s S ce ese ce e e s c e V e c ve e ss s V e ss 1800 23 e c ee S v es 2 75 se v ces se S ec y e v ce y s 23 ce ce e s s e e s 19 d C llul .
10 Bh t n h Ni Li it d (BSNL) Bharat Sanchar Nigam Limited (known as BSNL. 2014. . It also offers GPRS services in urban areas. 16 1. with over 66. at the prestigious Avaya GlobalConnect Customer Responsiveness Awards 2010. The company has its retail outlets under the "My Idea" banner. BSNL further plans to increase its customer base to 160 Million by March.88 million customers as of June 2010 and the largest land line telephone provider in India.Ide e s e ess e e ec y e e 22 e ec c c es India based in Mumbai. Idea Cellular won the GSM Association Award for "Best Billing and Customer Care Solution" for 2 consecutive years. BSNL is the Third largest cellular service provider. Ind a Co un a on Co po a on L d) is a stateowned telecommunication enterprise in India. IDEA Cellular has been recognized as the 'Most Customer Responsive Company' in the Telecom sector. The company has also been the first to offer fle ible tariff plans for prepaid customers. It is the 3 d largest GSM c mpany in India behind Airtel and V dafone and ahead of state run player BS .
This idea was proposed on post-December 2009. Premium Rae Service (PRM). Virtual Private Network (VPN). BSNL has an estimated market value of $ 100 Billion.03 billion) with net profit of INR 78. Following are the main telecom services provided by BSNL: -Universal Telecom Services -Cellular Mobile Phone Services -WLL-CDMA Telephone Services -Internet 17 -Intelligent Network (IN).15b (US$7. Universal Access Number (UAN) and more. -FTTH: Fibre To The Home facility that offers a higher bandwidth for data transfer. 2009 stood at INR 397. Account Card Calling (ACC). BSNL provides almost every telecom service in India. . such as Free Phone Service (FPH).BSNL is India's oldest and largest Communication Service Provider (CSP) It has footprints throughout India except for the metropolitan cities of Mumbai and New Delhi which are managed by MTNL.45 million Wireline.69 million Wireline subscribers.90 billion). 72. Tele-voting. India Telephone Card (Prepaid card). As on June 30. -IPTV: BSNL also offers the 'Internet Protocol Television' facility which enables us to watch television through internet.BSNL provides IN services offers value-added services. -3G: BSNL offers the '3G' or the'3rd Generation' services which includes facilities like video calling etc. BSNL's earnings for the Financial Year ending March 31. -Helpdesk: BSNL's Helpdesk provide help desk supp ort to their customers for their services.06b (US$ 1. 2010 BSNL commanded a customer base of 27.
5 million individual 18 overseas retail customers. 13. Reliance Communications corporate clientele includes 2. and over 800 global.11 Reli n e Co uni tions Reliance Communications formerly known as Reliance Infocomm.1.6 billion). 64. Reliance Communications is India's truly integrated telecommunications service provider. is part of Reliance Communications Ventures (RCoVL).It ranks among the Top 5 Telecom companies in the world by number of customers in a single country.000 crore (US$ 13. net profit of Rs.8 billion).8 billion).100 Indian and multinational corporations.Reliance Communications Limited founded by the late Shri Dhirubhai H Ambani (1932 2002) is the flagship company of the Reliance Anil Dhirubhai Ambani Group. along with Reliance Telecom and Flag Telecom. .000 crore (US$ 2. cash flows of Rs.400 crore (US$ 1. 8. The Company has a customer base of 105 million including over 2. The Reliance Anil Dhirubhai Ambani Group currently has a net worth in e cess of Rs.The Equity Shares of RCOM are listed on Bombay Stock Exchange Limited and National Stock Exchange Limited. regional and domestic carriers.
.CHAPTER 2 RESEARCH METHODOLOGY 20 2. Idea Cellular .1 The Objectives & Rationale of/for the Project To study the customer satisfaction towards i) ii) Pepsi & Thums up Mobile Phone Service Operators Vodafone Essar. Reliance Communications & BSNL And to find out which one is more favourable by the consumer/customer by coducting a comparative analysis.
.3 Sources of Data Collection i) Primary Data Primary Data was collected by preparing questionnaires and people of different ages were randomly requested to fill them up.2 Limitations of the Project The following were the limitations / problems faced while conducting this study . so they were unable to provide proper information.Many people were not maintaining proper knowledge of the mobile services they use or even about the soft drink they consume . 2.Data collected apart from the surveys is secondary and not primary. is to be found out on the basis of the data collected. . the factors affecting the consumer preference.A detailed analysis on why a particular company is preferred over the other. ii) Secondary Data Secondary Data was collected from various sites which are available on Internet.The study had time constraints and is limited to a very small area. and finally the conclusion . 21 2. .
26 CHAPTER 3 DATA ANALYSIS & FINDINGS .
Of Respondents Pepsi 7 Percentage 23.1 Analysis of Questionnaire 1 Thums up & Pepsi 1) Total number of surveys taken 30 Male 13 Age Below 13 13-18 5 18-24 19 24-30 3 Above 30 3 Female 17 2) Which aerated drink do you prefer? Particulars No. so that we can reach a conclusion as to which of the products chosen is more favourable to the customers/consumers 3.33% .27 Under this section. the data that was collected on the basis of the 2 questionnaires prepared would be analyzed .
which would you finally prefer between Pepsi & Thums Up ? PEPSI M 23.Thums Up Coke Other 12 5 6 40% 16. which factor normally infulences your purchasing decision? Particulars No. Of Respondents Brand Name 6 Availabilty 3 Health Consciousness 4 Satisfaction from previous 2 purchase Taste 23 4) Does Adevertising provoke you? Yes 30 % No 70 % 5) Keeping in mind all the questions that you have answered.33% F 20% M 20% THUMS UP F 36.67% .67% 20% 3) While purchasing .
coloring .Thums Up is normally preferred simply because it has a stonger taste than Pepsi which is relatively sweeter. a customer / consumer decides which one to choose between Pepsi / Thums up (atleast the people who helped me with the survey). Though many prefer Thums Up over Pepsi.There isnt a huge difference between percentage of people preferring either of the drink.2 Thus. the following conclusions have been reached. from the above mentioned details and the data gathered from the surveys. even though Pepsi is better than Thums Up in terms of advertisement.3.3 Analysis of Questionnaire 2 Mobile Phone Service Operators 1) Total number of surveys Male 10 26 Female 16 3) Which of the following services do you use? Pre-paid Post-paid 21 5 . Thus depending mostly upon one s taste. . 29 3. and promotion. packaging .
92% 3.84% Idea 11.84% 26. .69% 57.53% 57.It is clearly seen from the above mentioned details that majority of people prefer VODAFONE ESSAR .4 Conclusion on the basis of the data collected and analyzed .53% 50% Services (Over here.There are even people (mainly elder ones)who actually don t have any idea about the services provided by their Mobile Phone Service Operator .53% (Over here the total goes beyond 100 % because there are some people who use more than two mobile service operators) 5) Services BSNL Reliance Idea Vodafone Network 7.38% 3.69% 11. .69% Care Recharge 7.84% 7.69% 53. Vodafone is more favourable because of its SMS schemes and offers which are attractive to the youngsters. % means that these many percent of people believe that a particular service is better provided by the MPS operator .84% 69.69% 7.38% 57.As most of the people who helped with this survey by fil ling up the questionnaires are around 18 years old. so the total needn t be 100% ) 3.84% Outlets Call Rates 3.69% 11.07% Airtel 15.23% rates/schemes New schemes 7.84% 50% Value Added 7. .69% SMS 15.69% 3.4) Which mobile service operator s service do you use ? Vodafone 73.38% Reliance - BSNL 3.69% and offers Customer 15.
31 . call rates or value added services.. customer care. new schemes and offers . SMS rates/schemes.Vodafone is undoubtedly a favourite amongst the people whether it may be in terms of network . recharge outlets .
As we all know cola drinks are mostly preferred by people. .Aerated Drinks are consumed especially on the basis of their tastes. But under them too there are different kinds of drinks.CHAPTER 4 CONCLUSION 32 4.Pepsi has got a relatively sweeter taste while Thums Up is stronger in it.1 Pepsi & Thums Up . It is a general belief that Pepsi is preferred by children under 16 while Thums Up is a more macho or a . Pepsi & Thums Up are perfect examples of this.
The operators that were selected for this project were BSNL.manly drink. -Even though AIRTEL is the largest cellular service provider in India and Vodafone the second largest . -All that can be said is people who prefer sweeter drinks go for Pepsi and the ones who want a stronger betle nut taste go for Thums up. Idea Cellular . Reliance & Vodafone Essar.2 Mobile Phone Service Operators . v/s 33 4. Whether this is true or not depends upon an individual s perception. On the basis of the survey conducted it has been undoubtedly clear that people of Ahmedbad especially the youngsters prefer VODAFONE. more and more people are now opting for Vodafone simply because it ranks first when it comes to all .
kinds to services as a package and has a high customer satisfaction as well.www. Atleast the people who helped me with the survey thought so. 34 BIBLIOGRAPHY -http://www.com/india-industry/telecom.org .html -http://business.com/agriculturalcommodities/soft-drinks.html .wikipedia.agriculture-industry-india.mapsofindia.
.Lastly the primary data was collected on the basis of the questionnaires prepared as a part of the survey. 35 .-Some randomly selected projects were also referred for help purposes.
This action might not be possible to undo. Are you sure you want to continue?
We've moved you to where you read on your other device.
Get the full title to continue reading from where you left off, or restart the preview.