A Project Report On Criteria of Selection and Consumer Satisfaction on Mobile Telecommunication Service provider

2012-13 PGP-GBM

Submitted byManish Kumar Lodha PGP-GBM IInd Sem. M00103

Submitted toMr. Jitendra Sharma Professor (Marketing Research)

XCELLON INSTITUTE SCHOOL OF BUSINESS 22/23, Shrimali Society, Opp. Navrangpura Police Station, Navrangpura, Ahmedabad-380009
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ACKNOWLEDGEMENT
No task can be achieved alone. It took many special people to facilitate and support it. Hence, I would like to acknowledge all for their valuable support and convey my humble gratitude. I would like to thank Mr. Jitendra Sharma (Professor, Xcellon Institute School of Business ,AHMEDABAD.) without whose direction and guidance with constructive comments and encouragement throughout the interview. Mr. Sharma valuable advice, remarks and discipline insured that I was constantly on my feet. I am very thankful to him for provide support, knowledge about practical experience, which I got from him.
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Manish Kumar Lodha

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Contents
Chapter No.
1. 2. 3. 4. 5. 6. Introduction Research Objective Research Methodology Data Analysis Bibliography Annexure 4-16 17-18 19-20 21-70 71-71 72-75

Name

Page No.

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AT&T being the first telecommunication company paved the road for the telecommunication industry as well as set the policy and standards for others to follow. In 1913. AT&T ‘s telecommunication research and development facility. In 1982 . The act of 1996 opened the market to all competitors. the final judgment limited the Bell System to Common Carrier Communications and Government projects but preserving the long-standing relationships between the manufacturing. In 1956. researches and operating arms of the Bell System. Baltimore to Washington in 1844. telegraph was popular way of communication. In this judgment AT&T retained bell laboratories and Western Electric Company. Beginning of telecommunication in India 1851 First operational land lines were laid by the government near Calcutta 1881 Telephone services introduced in India 1883 Merger with postal system 1923 Formation of Indian radio Telegraph Company 4 . AT&T was still controlling the telecommunication industry. termination of exclusive relationship between AT&T and Western Electric. In 1876 Alexander Graham Bell filed his patent application and the first telephone patent was issued to him on 7th of March. It was telecommunication act of 1996 that true competition was allowed. separation of telephone manufacturing from provision of telephone service and the compulsory licensing of patents owned by AT&T on a non-discriminatory basis. AT&T was requested to divestiture its stock ownership in Western Electric. This final judgment brought to a close the justice departments seven –year-old antitrust suit against AT&T and Western Electric which sought separation of the Bell Systems Manufacturing from its operating and research functions.Introduction History of Telecommunication Industry The history of telecommunication industry started with the first public demonstration of Morse’s electric telegraph. divestiture by Western Electric of its fifty percent interest in Bell Telephone Laboratories. AT&T commits to dispose its telegraph stocks and agreed to provide long distance connection to independence telephone system. is a jointly owned subsidiary in which AT&T and Western Electric each own 50% of the stock.

05%. service providers are the main drivers.88% market share.1932 Merger of ETC and IRT into Indian Radio and Cable Communication Company 1947 Nationalization of all foreign telecommunication companies to form the posts. There were 826. Idea Cellular with 11. state owned BSNL with 11.93 million total wireless subscribers (including GSM and CDMA) in the country at the end of April 2011. whereas equipment manufacturers are witnessing growth and decline in successive quarters as sales is dependent on order undertaken by the companies.159 billion by 2013. At 861. an exclusive provider of domestic and long-distance services that would be its own regulator 1986 Conversion of dot into two wholly government – owned companies the VSNL for international telecommunication and MTNL for services in metropolitan areas 1997 Telecom regulatory authority created Telecommunication is important not only because of its role in bringing the benefits of communication to every corner of India but also in serving the new policy objectives of improving the global competitiveness of the Indian economy and stimulating and attracting foreign direct investment.80%.66 million at the end of April 2011.59%. Among leading mobile operators in India include Bharti Telecom with 19. telephone and telegraph. wireless telephony will continue to fuel growth in the Indian telecom industry with mobile subscribers base in India is expected to reach 1. the GSM cellular subscriber base has reached to 590. In telecom industry. 5 . followed by Reliance with 16. covering more than 2000 towns and cities across the country. Vodafone with 16. The wireless technologies currently in use in ' Indian Telecom Industry ' are Global System for Mobile Communications (GSM) and Code Division Multiple Access (CDMA). a monopoly run by the government’s ministry of communications 1985 Department of telecommunication established . According to Cellular Operators' Association of India (COAI).48 million connections in April 2011' Indian Telecom Industry' is the third largest and fastest growing in the world. As per projections. Indian Telecom industry is one of the fastest growing telecom markets in the world. There are primarily 11 GSM and 5 CDMA operators providing mobile services in 22 telecommunication circles.19 million in May 2011 from 580.16%.

Reliance Infocomm and Tata Teleservices.8%. Private Indian owned companies like . SMS. as compared to only 40% in 2003.79%.93% of market share. Foreign invested companies like . The ' Indian Telecom Industry ' services is not confined to basic telephone but it also extends to internet. Consequently. had a target to create 9 million broadband connections and 18 million internet connections in 2007. Limited spectrum availability and interconnection charges between the private and state operators. The bottlenecks for ' Indian Telecom Industry ' are:     Slow reform process. BPL Mobile. Broadband subscription reached 12.Hutchison-Essar. wireless now accounts over 95% of the total telephone subscriber base. Idea Cellular. nine out of every ten new telephone connections have been wireless. It has earned good reputation for transparency and competence.TATA with 10. Low penetration. Aircel with 6. Service providers bears huge initial cost to make inroads and achieving break-even is difficult. soft switches etc. Escotel.01 million in April 2011. IPTV. Three types of players exists in Telecom Industry in India community. Bharti Tele-Ventures. The Government Broadband Policy 2004. broadband (both wireless and fixed). and all others accounting for just about 6. And the numbers are still growing for 'Indian Telecom Industry '. ' Telecom Industry in India ' is regulated by 'Telecom Regulatory Authority of India' (TRAI). Spice Communications etc.' Indian Telecom Industry ' is currently expected to contribute nearly 1% to India's GDP which is heartening and estimated to grow further and brighten the ' Scenario of Indian Telecom Industry 6 .    State owned companies like . Over the last 5 years. Huge initial investments. cable TV.BSNL and MTNL.

data services. this figure stood at ` 45.Major Telecommunication Servise Provider Companies in India Reliance Communications started its operations in 1999 and is under the Anil Dhirubhai Ambani Group (ADAG) of companies. 046 million.2006 and the next year. The business of the company also includes services like broadband. 260 million in 2005. Reliance Communications Company has become the leading telecommunication integrated company in India and the chairman of the company is Anil Ambani. this figure increased to ` 13. The company Reliance Communications Limited added a record number of subscribers in December 2006 that is 1. The company is able to provide such a vast range of services to its customers for it has a high. international and national long distance services. convergent. and integrated digital network. The company Reliance Communications Limited has been set up with the aim of providing communication and information to people at affordable price. The company launched the Reliance Mobile services in December 2002 and this has helped to increase the subscriber base of the company. 023 million and the next year. This shows that the company Reliance Communications Limited's total revenue and net profit has registered a significant growth in one year. The company provides telecommunication services to individuals and enterprises. The company Reliance Communications Limited's subscriber base has increased a lot over the years and at present stands at 38 million. Reliance Communications Company's total revenue amounted to ` 35. The company is listed on the Bombay Stock Exchange and National Stock Exchange. The net profit of the company amounted to ` 7.capacity. reliable. 785 million.000 kilometers of optic fiber all across India. The Company Reliance Communications Limited in order to provide the best quality of services to its customers laid down 60. Reliance Communications also provides to its customers a wide range of value added applications and services. The company Reliance Communications business includes the whole range of services related to the telecom sector such as fixed line telephones and mobiles.4 million. The company Reliance Communications Limited's market capitalization reached the top with` 1 lakh crore on the 7 .

Bharti Airtel Limited has been since its very beginning using the latest technology and thus the company has paved the way for the telecom sector in India with its world-class services and products. This has helped Bharti Airtel Company to grow for the number of its customers has increased very rapidly over the years. The company Reliance Communications has won the Frost and Sullivan Market Leadership Award in October 2005 and also the CDMA Industry Achievement Award for International Leadership in October 2004. The company provides broadband Internet services of high speed for it has the best network in India.Bombay Stock Exchange in February 2007. The Company Bharti Airtel is in India the biggest integrated and also the 1st telephone service provider in the private sector.242 crore in 2006. The company has around 50 million customers in 2007 and its market share of mobile subscribers in India is at 23. Airtel Bharti has been ranked as the best performance company in the whole world by the Business Week magazine in 2007. which has footprint in around 23 telecom circles. The company plans to expand its broadband and telephone 8 . The company Bharti Airtel also provides telephone services in around 94 cities of the country and this helps the people to stay connected with one another. This shows that Reliance Communications has been doing very good work that has been recognized by the industry. The Company Bharti Airtel is divided into 3 business units that are:    Broadband & Telephone (B&T) services Enterprise services Mobile services Among the various services that the Bharti Airtel Limited Company provides to its customers. The company has bagged the E. And this is the reason that the company has received so many awards.Governance project of the West Bengal government in May 2007.4%. the services of broadband and telephone (B&T) are 1 of them. Bharti Airtel one of the topmost companies in the telecom sector in India and is under the Bharti Enterprises Group.2007 and the net profit stood at ` 3.126 crore. The company Bharti Airtel Limited's total revenue amounted to ` 12.

The company Vodafone Essar Limited provides services like 2G. Vodafone Essar Limited has received many awards over the years such as the Best Mobile Service in India. The Company Bharti Airtel Limited in the future also should continue to upgrade its facilities for this will ensure that high grade of services are provided to its customers.executive chairman is Ravi Ruia. vice chairman is Arun Sarin. which are based on 1800Mhz and 900Mhz GSM digital technology. Further Bharti Airtel provides enterprise services to its customers. The company Vodafone Essar has its operations in 16 telecom circles of the country. Bharti Airtel Company has become the biggest mobile service provider in India on the basis of the number of customers. which covers around 86% of the customer mobile base in India. The Vodafone Essar subscriber bases in the cities of India are:   Kolkata .1.2. The company Bharti Airtel Limited provides mobile services to its customers. Vodafone Essar started its operations in India in 1994 and is under the Vodafone Group. The company offers both postpaid and prepaid GSM cellular mobile coverage all across India and its hold is especially strong in the metropolitan cities. The company provides fixed and mobile wireless services in around 23 telecom circles by using the GSM technology.000 villages all across the country by 2010. The company Vodafone Essar Limited has become one of the leading companies in the telecom sector in India due to its high standard of services that it provides to its customers. and Most Respected Telecom Company. The company Vodafone Essar Limited's chairman is Asim Ghosh.services by providing IPTV services and DTH operations.875 Mumbai .632. Bharti Airtel has become a leading company in the telecom sector in India due to the fact that it has provided the best quality of services to its customers. The company Vodafone Essar also offers voice and data services. And this has been possible for the company has a wide telecom network that is of the latest technology. The company in the future plans to expand its network in order to establish its presence in more than 500. and non. Most Effective and Most Creative Advertiser of the Year.970 9 .989.

002. Himachal Pradesh. 10 . and ` 888. Bihar. Madhya Pradesh. Kerala. In December 2003.a position it has held since. The company is planning to launch low price cell phones in the country and also expand its operations. Tamil Nadu. This is sure to help the company Vodafone Essar to grow and prosper even more in the future. Mumbai. Jammu & Kashmir. Andhra Pradesh. West Bengal. Now.  Delhi . Kolkata. Assam.996 The company Vodafone Essar Limited plans to spend more than ` 250 crore in launching low price cell phones in India. Vodafone Essar is one of the topmost companies in the telecom sector in India and is well known for the best quality of products and services offered to its customers. ` 999. Aircel began its outward expansion in 2005 and met with unprecedented success in the Eastern frontier circles. Aircel The Aircel Group is a result of alliance between Maxis Communications Berhad of Malaysia (74% equity) and Sindya Securities & Investments Private Limited (26% equity). It is expected that the company Vodafone Essar Limited will price the handsets in the range of ` 666.442 Chennai . Gujarat and Rajasthan. Delhi. It emerged a market leader in Assam and in the North Eastern provinces within 18 months of operations.981. Aircel commenced operations in 1999 and became the leading mobile operator in Tamil Nadu within 18 months. And this is the reason that the customer base of the company Vodafone Essar Limited has been increasing at a very rapid pace. the company has completed rollout in all 23 telecom circles including Chennai. Haryana . Orissa. Punjab.3. it launched commercially in Chennai and quickly established itself as a market leader . The company's objective in doing this is to bring in millions of cheap mobile handsets from around the world into the country and then sell them under the Vodafone brand name in order to maximize sales. UP(East). Karnataka. North East. Maharashtra & Goa . In this way the company expects to attract new customers and thus expand its customer base that stands at 35 million in 2007. UP(West).

including 450 special Experience Zones for 3G promotion.Aircel has won many awards and recognitions. as of September 2011. and ISP license.9 % in Q1 FY2012. Idea’s service delivery platform is ISO 9001:2008 certified. Idea has a network of over 70. Additionally. amongst other GSM players. With over 50 million happy customers in the country. Aircel is a full-fledged national operator IDEA Cellular IDEA Cellular is a publicly listed company. having listed on BSE & NSE in March 2007. 11 .000 Service Centres servicing Idea subscribers across the country. Aircel emerged as the top mid-size utility company in Businessworld's 'List of Best Mid-Size Companies' in 2007.net recognised Aircel as the best regional operator in 2008. Tele. Idea has over 3. making it the only operator in the country to have this standard certification for all 22 service areas and the corporate office. It has the highest share of rural subscribers as a percentage of total subscribers. Voice and Data gave Aircel the highest rating for overall customer satisfaction and network quality in 2006. Idea’s strong growth in the Indian telephony market comes from its deep penetration in nonurban & rural markets. and 3G services are being progressively rolled out to cover over 3. Idea has join the select global operator’s club servicing over 100 million subscribers. In fact. Idea operates across all 22 service areas with 2G services. With traffic in excess of a billion minutes a day. It is the 3rd largest mobile services operator in India with wireless revenue market share at 13.000 cell sites covering the entire length and breadth of the country. 2 out of every 3 new Idea subscribers come from rural/ semi-urban India. Idea ranks among the Top 10 country operators in the world. Idea is a pan-India integrated GSM operator and has its own NLD and ILD operations.000 towns by FY 2012.

000 employees belonging to 42 nationalities.5 billion. It won the GSM Association Award for ‘Best Billing and Customer Care Solution’ for 2 consecutive years. Internet post paid services. group calling. The company Tata Teleservices Limited has been formed with an investment of around US$ 7. IDEA Cellular also received the prestigious Avaya GlobalConnect Award for being the ‘Most Customer Responsive Company’ in the Telecom sector in the year 2010. The group operates in 33 countries. Wi. Tata Teleservices Tata Teleservices was set up in 1996 and is under the Tata Group. Ratan N. Further the company also offers other services like value added services such as roaming. The company has received several other national and international recognitions for its path-breaking innovations in mobile telephony products & services. mobile services. data cards. and interactive applications. ring tones. The company Tata Teleservices has helped the Tata Group to have a strong presence in the telecom sector in India and the chairman of the company is Mr. It was awarded ‘Mobile Operator of the Year Award – India’ for 2007 and 2008 at the Annual Asian Mobile News Awards.Fi Internet. USB modem.way conferencing. enterprise services. which is a group worth around US$ 22 billion and has more than 96 companies. IDEA Cellular is an Aditya Birla Group Company. The Company Tata 12 . polyphonic. India’s first truly multinational corporation. The company was the 1st company in the country to launch the CDMA mobile services within the state of Andhra Pradesh. and calling card services. Tata. 3. voice portal.Idea is the winner of ‘The Emerging Company of the Year Award’ at The Economic Times Corporate Excellence Awards 2009. and is anchored by more than 132. Tata Teleservices Limited offers various kinds of telephone services to its customers such as wireless desktop phones. and public booth telephony. Tata Teleservices Company provides certain other products to its customers like new data and voice services which include picture messaging. wire line services. The company pioneered the CDMA technology in the country and has reliable infrastructure that ensures the quality services received by the customers.

it has about 43. 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 the country & operates across India except New Delhi & Mumbai. Tata Teleservices Limited launched the scheme of non-stop mobile that allows a subscriber to receive incoming calls free of cost. 197 Satellite Stations.644 RKm.162 GSM BTSs. 37.8 lakhs villages . was incorporated on 15th september 2000 . 6. expanding the network.It is one of the largest & leading public sector units providing comprehensive range of telecom services in India. The company has become the biggest telecom branded retail chain and is also the 1st telecom service provider in India that offers postpaid mobile connections on line. 7330 cities/towns & 5. introducing new telecom services with ICT applications in villages & winning customer's confidence. 68. of OFC. Whether it is inaccessible areas of Siachen glacier or North-Eastern regions of the country. 50.86. making focused efforts & planned initiatives to bridge the rural-urban digital divide in ICT sector.8 million.74 million line basic telephone capacity. BSNL has installed Quality Telecom Network in the country & now focusing on improving it.60 million GSM capacity. The total subscriber base of Tata Teleservices is more than 3. 72. with effect from 1st October‘ 2000 on going concern basis. It took over the business of providing of telecom services and network management from the erstwhile Central Government Departments of Telecom Services (DTS) and Telecom Operations (DTO). Today.83 million WLL capacity. BSNL is the only service provider.Teleservices Limited has provided only high quality services to its customers and this has helped the company to become a market leader in the telephony fixed wireless market.430 RKm. BSNL Bharat Sanchar Nigam Ltd.885 fixed exchanges. 12. BSNL serves its customers with a wide bouquet of telecom 13 .071 CDMA Towers. of microwave network connecting 623 districts. 8.

Internet. MTNL customer base also enjoys the 1 Rs. Broadband.services namely Wireline. Carrier service. installation. MTNL operates under the guardianship of the Ministry of Communication. Government of India and Department of Telecommunication. During the 2010-11. BSNL has set up a world class multi-gigabit. MTNL enjoyed virtual market monopoly till the end of the year 2000 Mahanagar Telephone Nigam Limited operates in two major metro cities of India. VoIP. VSAT. call scheme for Delhi-Mumbai long distance calls Mahanagar Telephone Nigam Limited popularly known as MTNL is an India-based telecommunication service providing company. Mumbai and Delhi and this giant telecommunication company enjoyed complete market leadership till the 14 . GSM mobile. MTNL is the largest player in the Telecom sector. network integration & maintenance of switching & transmission networks & also has a world class ISO 9000 certified Telecom Training Institute. etc. Mahanagar Telephone Nigam Limited operates according to the telecommunication policy laid as per the Indian Telecommunication Acts and Rules. At present Government of India has 52. Government of India. MTNL has successfully converted its telephone exchange network to the digital mode system Having a customer base of more than 6 million. multi-protocol convergent IP infrastructure that provides convergent services like voice.700 Crores.09 million broadband customers. MTNL has also come up with the mobile services under the name of Trump and Garuda. At present there are 8. turnover of BSNL is around Rs. MTNL Established in 1986 by the Government of India.25% stake in the company whose paid up capital amounts to Rs 6300 million. 29. CDMA mobile. IN Services. MPLS-VPN. MTNL has showed a growth of over 30% during financial year 2005-06. FTTH. After achieving the highest position in the fixed line telephone services. data & video through the same Backbone & Broadband Access Network. The company has vast experience in planning.

music and fitness. Virgin has created more than 300 branded companies worldwide. It stands for value for money. competitiveness and fun all at the same time. Mahanagar Telephone Nigam Limited lost its market monopoly. financial services. Born in 2008.5 billion (approx. This Indian telecommunication company is one of the market leaders in the Indian telecommunication industry and enjoys market dominance in the area of basic telephony. brilliant customer service. Competitive tariff schemes and lightening fast services are the main strengths of these private players and they took away with a major chunk of Mahanagar Telephone Nigam Limited market share of subscribers. With the entry of private players in the cities of Mumbai and Delhi. US$18 billion). We assure our customers get quality. Global branded revenues in 2009 exceeded £11. We deliver a quality service by empowering our employees and we facilitate and monitor customer feedback to continually improve the customer's experience through innovation.aforesaid time. quality. Virgin Mobile is a young yet principled brand. Virgin believes in making a difference. rural telephony and Internet connection. Conceived in 1970 by Sir Richard Branson. value for money. employing approximately 50. the youth.000 people. in 30 countries. Virgin Group has grown successfully in businesses sectors ranging from mobile telephony to transportation. travel. Available in GSM and CDMA. innovation. innovation. But this doesn’t stop it from talking to its prime audience. media. This led to lowering of tariff by the Mahanagar Telephone Nigam Limited. Virgin Mobile comes from the famous Virgin Group that’s a part of the Tata Teleservices Group in India 15 . This gigantic telecommunication company of India has grown in leaps and bounds and it offers seamless service to its customers. Further. it has gain tremendous popularity due to its competitive pricing of tariffs Virgin Mobile Virgin is a leading branded venture capital organisation and is one of the most recognised and respected brands across the globe. fun and a sense of competitive challenge.

Uninor Uninor is a young mobile operator in India. We are part of the Telenor Group. We build motivated teams and encouraging everyone – staff and customers – to do more. and has invested Rs 14. to try more. We’re here to help We have established a set of principles to guide us in everything we do. and to be more 16 . We know that actions speak louder than words. Make it easy – Keep promises – Be inspiring – Be respectful It is easy to make our business complex.000 Crore in establishing and running Uninor operations Our vision is simple yet powerful: We exist to help our customers get the full benefit of communication services in their daily lives. which together account for over 900 million people or 75% of India’s population Telenor Group holds a majority stake in Uninor of 67. We will make it easy to buy and use our services. We look for the most practical and efficient way to help and we anticipate and act on issues before they develop into problems We are passionate about business and our customers. We’re about delivery. We make things happen quickly. simply and openly We do what we say. not over promising. we will inspire our customers and we will be respectful of differences.25%. We aspire to bring energy and fresh ideas to our services and our customer relationships. one of the world’s largest mobile telecom companies Uninor offers affordable mobile services to communities across India Our services are commercially available in 13 circles across India. We make products that are easy to understand and choose. We strive to make things simple. we will deliver on our promises.

Generally the respondents were busy in their work and were not interested in responding rightly.Scope is limited to Ahmedabad region only The main objective of the study is:     To understand consumer buying behavior while selecting mobile telecommunication service provider To understand consumer satisfaction and dissatisfaction with respect to service of mobile telecommunication service provider To identify problem areas of various mobile telecommunication service provider To understand preference in mobile telecommunication service provider selection Research Limitation Limitations of the Study Carrying the survey was a general learning experience for us but we also faced some problems. Respondents were reluctant to discover complete and correct information about themselves and their organization. which are listed here:      The market of Telecommunication is too vast and it is not possible to cover each and every costumer in the available short span of time. so they were unable to provide exact information.Research Objective Scope of the study: . 17 . Most respondents were not maintaining proper knowledge of various services provided by their company. Most of the respondents don’t want to disclose the information about the various other companies’ which they have experienced before.

18 .  Some of the respondents were using the service first time of their company and they were not able to properly differentiate among their product. Due to human behavior information may be biased.

this would facilitate to take decision.e. so procedures can be duplicated or understood by others Empirical. It helps in making more generalization from the data available.e. so decisions are based on data collected Reductive. The data which will be collected from a sample of population was assumed to be representing entire population was interest.Research Methodology Research Definition The word research is derived from the Latin word meaning to know. Collecting. so it investigates a small sample which can be generalized to a larger population Replicable. which identifies and defines problems. Logical. For the proper analysis of data simple statistical techniques such as percentage were use. Sources of Data SOURCES OF DATA The study undertaken there to be mainly based on the primary data i. The main characteristics of research presented below are:         Systematic problem solving which identifies variables and tests relationships between them. Developing new scientific tools. income and educational background was used for the classification purpose. Discovering new facts or verify and test old facts. 19 . within specified boundaries. structured questionnaire is designed. It is a systematic and a replicable process. concepts and theories. Demographic factors likeage. It employs well-designed method to collect the data and analyses the results. organizing and evaluating data. so others may test the findings by repeating it. The study also contains secondary data i. It disseminates the findings to contribute to generalize able knowledge. data from authenticated websites for the latest updates just to gain an insight for the views of various experts.

20 . Sampling Design RESEARCH DESIGN The design for this study is Exploratory and Random sampling Collection Method DATA COLLECTION The data is collected randomly irrespective of the category of the people in the form of questionnaire and the sample size is 80 respondents. TOOLS AND TECHNIQUES USED FOR ANALYSIS In this study the technique used for interpreting the results is ANOVA. It is used as because sample size is 80. Because it is a pilot study and due to time constraint the sample size is small.METHODOLOGY & PRESENTATION OF DATA The data collected is then coded in the tables to make the things presentable and more effective. The results are shown by tables which will help me out in easy and effective presentation and hence results are being obtained.

1 :.Data Analysis Data Analysis and Interpretation Q. of Respondents 25 9 17 4 6 0 13 0 0 3 3 21 .Which company sim card do you have in your mobile phone ? Particular Airtel BSNL Vodafone Aircel Tata Virgin Mobile Reliance BPL MTNL Idea Uninor No.

That’s why majority of the questionnaire I got filled by Airtel. Minor is Reliance.2 :.As the area of the study is in Ahmedabad. Above data analysis shows that majority of the market that is approximately 50% is covered by two market leaders Airtel and vodafone. of Particular Respondent Post -Paid Pre-Paid 10 70 22 .Respondents 30 25 20 15 10 5 0 9 4 6 3 0 0 0 3 Respondents 17 13 25 Interpretation :.What kind of sim card do you use ? No. where the market leader is Airtel. Q.

No. of Respondent
10

Post -Paid Pre-Paid

70

Interpretation :- Above data shows that most of the respondents in the area have pre-paid connections. And I got only 12.5% questionnaire filled by post-paid users.

Q.3 :- Which category of sim card do you use? No. of Particular Respondent
GSM CDMA 75 5

23

No. of Respondent
5

GSM CDMA

75

Interpretation :-

Above data shows that most of the respondents in the area have GSM

connections. And I got only 4.3% questionnaire filled by CDMA users.

Q.4 :- From how many years you are using the services of current mobile telecommunication provider? Particular
Less than 1 year 1 year - 3 year 3 year - 5 year more than 5 year

No. of Respondent
7 36 25 12

24

No. of Respondent
40 35 30 25 20 15 10 5 0 Less than 1 year 1 year - 3 year 3 year - 5 year more than 5 year No. of Respondent

Interpretation :- Above data shows that most of the respondents in the area used their connection in between 1 year - 3 year.

Q.5 :- What type of call you make most? Particular
STD ISD Local

No. of Respondent
27 2 51

No. of Respondent

27

STD ISD

51

Local 2

25

What are the criteria have considered at time of selecting current telecommunication service provider? Particulars Network Call rates Recharge facility Internet connectivity & rates Internet speed Schemes and offer Advertising SMS rates Valu added service Strongly agree Neithe agree or Agree disagree 41 35 22 51 31 42 20 21 16 11 23 8 36 35 42 38 27 16 Strongly Disagree disagree 3 0 4 3 6 1 17 17 19 27 25 43 6 6 3 4 5 10 1 0 0 1 1 0 0 0 3 60 50 40 30 20 10 0 Strongly agree Agree Neithe agree or disagree Disagree Strongly disagree H0 = Network is equally important in various age group at the time of selecting current telecommunication service H1 = Network is equally not important in various age group at the time of selecting current telecommunication service 26 .Interpretation :. And approximate 33% user make STD calls. Q. ISD call maker is very less.6 :.Above data shows that most of the respondents in the area make Local call.

352652 2 Within Groups 25.544118 4.75 4.529634 0.25 0.484848 4.311457 0.453186 0.Hypothesis is rejected as Network is equally not important in male & female at the time of selecting current telecommunication service 27 .4 Variance 0.034701 F crit 3.166667 Variance 0.345921 0.63485 77 Total 25.53431 Total 25.59095 3.453186 Within Groups 24.9875 df 1 78 79 MS 1.33292 Interpretation :.9875 79 MS F P-value F crit 0.314542 F 4.266667 ANOVA Source of Variation SS df Between Groups 0.115366 0.Hypothesis is accepted as Network is equally important in various age group at the time of selecting current telecommunication service H0 = Network is equally important in male & female at the time of selecting current telecommunication service H1 = Network is equally not important in male & female at the time of selecting current telecommunication service Groups Male Female Count 68 12 Sum 309 50 Average 4.963472 Interpretation :.62 P-value 0.Groups 20-40 40 & ABOVE Count 4 66 10 Sum 19 296 44 Average 4.176326 0.333333 ANOVA Source of Variation SS Between Groups 1.

441176 0.18261 3.H0 = Network is equally important in various income level at the time of selecting current telecommunication service H1 = Network is equally not important in various income level at the time of selecting current telecommunication service Groups Less 200000 200000500000 More 500000 Count than 68 10 than 2 9 4.86471 77 Total 25.545455 Variance 0.428571 4.8 0.473684 4.339772 4.738511 0.263158 0.561397 1.322918 Interpretation :.115366 0.122794 2 Within Groups 24.328042 0.177778 Sum Average Variance ANOVA Source of Variation SS df Between Groups 1.380682 28 .5 302 48 4.Hypothesis is accepted as Network is equally important in various income level at the time of selecting current telecommunication service H0 = Network is equally important in various education level at the time of selecting current telecommunication service H1 = Network is equally not important in various education level at the time of selecting current telecommunication service Groups Under graduate Graduate Post graduate Count 19 28 33 Sum 85 124 150 Average 4.9875 79 MS F P-value F crit 0.5 0.

7758 77 Total 25.35 4 Variance 0.52381 4.Hypothesis is accepted as Network is equally important in various education level at the time of selecting current telecommunication service H0 = Network is equally important in various profession at the time of selecting current telecommunication service H1 = Network is equally not important in various profession at the time of selecting current telecommunication service Groups Business Service Study House wife Count 67 21 20 3 Sum 302 95 87 12 Average 4.53436 107 Total 37.314337 0.368425 1.Hypothesis is accepted as Network is equally important in various profession at the time of selecting current telecommunication service 29 .341443 Interpretation :.ANOVA Source of Variation SS df Between Groups 0.316201 0.361905 0.68949 0.105848 0.079025 0.63964 110 MS F P-value F crit 0.361246 2.507463 4.45 0 ANOVA Source of Variation SS df Between Groups 1.9875 79 MS F P-value F crit 0.729855 3.334751 Interpretation :.105276 3 Within Groups 36.211697 2 Within Groups 25.115366 0.

008451 0.003922 0.115366 0.H0 = Call rates is equally important in various age group at the time of selecting current telecommunication service H1 = Call rates is equally not important in various age group at the time of selecting current telecommunication service Groups Below 20 20-40 40 & above Count 4 66 10 Sum 17 276 39 Average 4.Hypothesis is accepted as Call rates is equally important in various age group at the time of selecting current telecommunication service H0 = Call rates is equally important in male & female at the time of selecting current telecommunication service H1 = Call rates is equally not important in male & female at the time of selecting current telecommunication service Groups Male Female Count 68 12 Sum Average Variance 282 4.181818 3.464052 30 .460626 Interpretation :.515152 ANOVA Source of Variation SS Df Between Groups 0.2 79 MS F P-value F crit 0.731818 2 Within Groups 35.365909 0.926991 3.794374 0.52028 0.455532 3.455663 50 4.147059 0.1 ANOVA Source of Variation SS Df Between Groups 0.25 4.003922 1 Within Groups 36.25 0.166667 0.963472 0.46818 77 Total 36.19608 78 MS F P-value F crit 0.9 Variance 0.

Hypothesis is accepted as Call Rates is equally important in various income level at the time of selecting current telecommunication service H0 = Call rates is equally important in various profession at the time of selecting current telecommunication service H1 = Call rates is equally not important in various profession at the time of selecting current telecommunication service 31 .Total 36.958573 0.406277 4.5 283 42 4.32059 77 Total 36.4 Sum Average Variance ANOVA Source of Variation SS Df Between Groups 0.879412 2 Within Groups 35.2 0.161765 0.115366 0.387967 3.2 79 MS F P-value F crit 0.439706 0.2 79 Interpretation :.Hypothesis is accepted as call rates is equally not important in male & female at the time of selecting current telecommunication service H0 = Call Rates is equally important in various income level at the time of selecting current telecommunication service H1 = Call Rates is equally not important in various income level at the time of selecting current telecommunication service Groups Less 200000 200000500000 500000 above Count than 68 10 & 2 7 3.5 4.458709 Interpretation :.

06508 76 Total 36.2 79 MS F P-value F crit 0.333333 ANOVA Source of Variation SS Df Between Groups 1.181818 Variance 0.238095 4.925361 3.Hypothesis is accepted as Call rates is equally important in various profession at the time of selecting current telecommunication service H0 = Call rates is equally important in various education level at the time of selecting current telecommunication service H1 = Call rates is equally not important in various education level at the time of selecting current telecommunication service Groups Under graduate Graduate Post graduate Count 19 28 33 Sum 78 116 138 Average 4.528409 ANOVA Source of Variation SS Df Between Groups 0.Groups Business service Study House wife Count 36 21 20 3 Sum 151 89 81 11 Average 4.142857 4.819942 0.210526 0.134921 3 Within Groups 35.07765 0.790476 0.036432 0.378307 0.724944 0.2 79 MS F P-value F crit 0.486848 2.666667 Variance 0.105263 4.194444 4.576316 0.12714 77 Total 36.469184 0.571429 0.218254 0.05 3.072864 2 Within Groups 36.461383 Interpretation :.115366 32 .

166667 0.47121 77 Total 34.515152 33 .458144 1.455556 ANOVA Source of Variation SS Df Between Groups 0.916288 2 Within Groups 33.25 0.75 4.425593 50 4.353531 3.Interpretation :.257576 4.115366 0.053953 0.440326 0.Hypothesis is accepted as Call rates is equally important in various education level at the time of selecting current telecommunication service H0 = Recharge facility is equally important in various age group at the time of selecting current telecommunication service H1 = Recharge facility is equally not important in various age group at the time of selecting current telecommunication service SUMMARY Groups below 20 20-40 40 & above Count 4 66 10 Sum 19 281 43 Average 4.308824 0.3 Variance 0.Hypothesis is accepted as Recharge facility is equally important in various age group at the time of selecting current telecommunication service H0 = Recharge facility is equally important in male & female at the time of selecting current telecommunication service H1 = Recharge facility is equally not important in male & female at the time of selecting current telecommunication service Groups Male Female Count 68 12 Sum Average Variance 293 4.3875 79 MS F P-value F crit 0.434691 Interpretation :.

3875 79 Interpretation :.963472 0.ANOVA Source of Variation SS df Between Groups 0.438312 34.Hypothesis is accepted as Recharge facility is equally not important in male & female at the time of selecting current telecommunication service H0 = Recharge facility is equally important in various income level at the time of selecting current telecommunication service H1 = Recharge facility is equally not important in various income level at the time of selecting current telecommunication service Groups Less 200000 200000500000 500000 above Count than 68 10 & 2 9 4.5 Sum Average Variance ANOVA Source of Variation SS Between Groups 0.25 4.5 0.3875 79 MS F P-value F crit 0.486538 3.470371 0.6375 Within Groups 33.206127 0.727222 0.31875 0.5 289 45 4.75 Total df 2 77 MS F P-value F crit 0.206127 1 Within Groups 34.18137 78 Total 34.Hypothesis is accepted as Recharge facility is equally important in various income level at the time of selecting current telecommunication service 34 .429104 0.5 0.115366 0.438223 Interpretation :.49485 3.

666667 Variance 0.64841 Df 3 76 MS 1.115366 Interpretation :.739087 29.253968 0.049353 P-value 0.95 3.390111 F 4.564394 ANOVA Source of Variation Between Groups Within Groups Total SS 0.605423 F crit 3.333333 ANOVA Source of Variation Between Groups Within Groups SS 4.25 4.368421 0.681579 0.421053 4.444444 4.94219 34.222657 0.H0 = Recharge facility is equally important in various education level at the time of selecting current telecommunication service H1 = Recharge facility is equally not important in various education level at the time of selecting current telecommunication service Groups Under graduate Graduate Post graduate Count 19 28 33 Sum 84 119 140 Average 4.505113 P-value 0.579696 0.Hypothesis is accepted as Recharge facility is equally important in various education level at the time of selecting current telecommunication service H0 = Recharge facility is equally important in various profession at the time of selecting current telecommunication service H1 = Recharge facility is equally not important in various profession at the time of selecting current telecommunication service Groups Business Service Study House wife Count 36 21 20 3 Sum 160 93 79 11 Average 4.428571 3.010011 F crit 2.445315 33.440808 F 0.242424 Variance 0.724944 35 .357143 0.3875 Df 2 77 79 MS 0.342593 0.

827919 42 3.389657 0.25 0.Total 34.51667 77 Total 68.25 3.833333 3.683333 2 Within Groups 67.941026 0.Hypothesis is accepted as Internet connectivity and rates is equally important in various age group at the time of selecting current telecommunication service H0 = Internet connectivity and rates is equally important in male & female at the time of selecting current telecommunication service H1 = Internet connectivity and rates is equally not important in male & female at the time of selecting current telecommunication service Groups Male Female Count 68 12 Sum Average Variance 266 3.341667 0.622222 ANOVA Source of Variation SS df Between Groups 0.Hypothesis is rejected as Recharge facility is equally important in various profession at the time of selecting current telecommunication service H0 = Internet connectivity and rates is equally important in various age group at the time of selecting current telecommunication service H1 = Internet connectivity and rates is equally not important in various age group at the time of selecting current telecommunication service Groups below 20 20-40 40 & above Count 4 66 10 Sum 17 253 38 Average 4.2 79 MS F P-value F crit 0.8 Variance 0.115366 0.678617 3.5 1 36 .87684 Interpretation :.3875 79 Interpretation :.911765 0.

2 79 MS F P-value F crit 1.729412 1 Within Groups 66.822345 Interpretation :.966766 0.Internet connectivity and rates is accepted as Network is equally important in various income level at the time of selecting current telecommunication service 37 .439706 2.622222 Sum Average Variance ANOVA Source of Variation SS df Between Groups 4.ANOVA Source of Variation SS Df Between Groups 1.854039 4.158272 3.838235 0.Hypothesis is accepted as Internet connectivity and rates is equally not important in male & female at the time of selecting current telecommunication service H0 = Internet connectivity and rates is equally important in various income level at the time of selecting current telecommunication service H1 = Internet connectivity and rates is equally not important in various income level at the time of selecting current telecommunication service Groups Less 200000 200000500000 500000 above Count than 68 10 & 2 5 2.029381 0.2 79 MS F P-value F crit 2.47059 78 Total 68.32059 77 Total 68.5 261 42 3.5 0.852187 Interpretation :.115366 0.2 0.879412 2 Within Groups 63.729412 2.963472 0.057383 3.

381049 0.83829 77 Total 68.855043 Interpretation :.H0 = Internet connectivity and rates is equally important in various education level at the time of selecting current telecommunication service H1 = Internet connectivity and rates is equally not important in various education level at the time of selecting current telecommunication service Groups Under graduate Graduate Post graduate Count 19 28 33 Sum 68 113 127 Average 3.142561 2.666667 Variance 0.180856 1.257469 3.850529 0.361711 2 Within Groups 65.9 1.Internet connectivity and rates is accepted as Network is equally important in various education level at the time of selecting current telecommunication service H0 = Internet connectivity and rates is equally important in various profession at the time of selecting current telecommunication service H1 = Internet connectivity and rates is equally not important in various profession at the time of selecting current telecommunication service Groups Business service Study House wife Count 36 21 20 3 Sum 139 84 77 8 Average 3.580159 0.861111 4 3.945076 ANOVA Source of Variation SS df Between Groups 2.2 79 MS F P-value F crit 1.559259 1.724944 38 .115366 0.578947 4.333333 ANOVA Source Variation Between of SS df 4.85 2.292105 0.865547 0.701754 0.035714 3.848485 Variance 0.677778 3 MS F P-value F crit 1.

115366 Interpretation :.720833 2 Within Groups 67.333333 0.941026 0.622222 ANOVA Source of Variation SS df Between Groups 1.880087 0.2 79 0.76667 77 Total 69.52222 76 68.860417 0.Internet speed is accepted as Network is equally important in various age group at the time of selecting current telecommunication service H0 = Internet speed is equally important in male & female at the time of selecting current telecommunication service H1 = Internet speed is equally not important in male & female at the time of selecting current telecommunication service Groups Count Sum Average Variance 39 .4875 79 MS F P-value F crit 0.Internet connectivity and rates is accepted as Network is equally important in various profession at the time of selecting current telecommunication service H0 = Internet speed is equally important in various age group at the time of selecting current telecommunication service H1 = Internet speed is equally not important in various age group at the time of selecting current telecommunication service Groups below 20 20-40 40 & above Count 4 66 10 Sum 18 253 38 Average 4.8 Variance 0.5 3.833333 3.97765 0.Groups Within Groups Total 63.835819 Interpretation :.380814 3.

867081 0.893515 2 Within Groups 66.Hypothesis is accepted as Internet speed is equally important in various education level at the time of selecting current telecommunication service 40 .526316 3.147564 3.928571 4 Variance 0.845259 3.883598 0.4875 79 MS F P-value F crit 1.Hypothesis is accepted as Internet speed is equally not important in male & female at the time of selecting current telecommunication service H0 = Internet speed is equally important in various education level at the time of selecting current telecommunication service H1 = Internet speed is equally not important in various education level at the time of selecting current telecommunication service Groups Under graduate Graduate Post graduate Count 19 28 33 Sum 67 110 132 Average 3.Male Female 68 12 267 42 3.926471 0.59398 77 Total 69.855147 1 Within Groups 67.13953 0.63235 78 Total 69.672829 0.875 ANOVA Source of Variation SS Df Between Groups 2.864857 Interpretation :.5 1 ANOVA Source of Variation SS df Between Groups 1.818713 0.855147 2.115366 0.194464 3.4875 79 MS F P-value F crit 1.446758 1.963472 Interpretation :.

047619 3.87162 Interpretation :.372794 2 Within Groups 67.5 0.73254 0.805556 4.9 3 Variance 0.903205 4.11471 77 Total 69.H0 = Internet speed is equally important in various income level at the time of selecting current telecommunication service H1 = Internet speed is equally not important in various income level at the time of selecting current telecommunication service Groups Less 200000 200000500000 500000 above Count than 68 10 & 2 7 3.5 259 43 3.262466 3.4875 79 MS F P-value F crit 1.3 0.Hypothesis is accepted as Internet speed is equally important in various income level at the time of selecting current telecommunication service H0 = Internet speed is equally important in various profession at the time of selecting current telecommunication service H1 = Internet speed is equally not important in various profession at the time of selecting current telecommunication service Groups Business service Study House wife Count 36 21 20 3 Sum 137 85 78 9 Average 3.115366 0.463158 1 41 .361141 0.677778 Sum Average Variance ANOVA Source of Variation SS Df Between Groups 2.186397 1.547619 1.808824 0.

809524 4.542857 0.539065 2.833333 3.032077 1.ANOVA Source of Variation SS df Between Groups 3.322483 2.4875 79 MS F P-value F crit 1.588221 Total 45.761905 0.724944 0.9875 79 Interpretation :.427579 0.1 3.09623 3 Within Groups 66.Hypothesis is accepted as Internet speed is equally important in various profession at the time of selecting current telecommunication service H0 = Schemes and offers is equally important in various profession at the time of selecting current telecommunication service H1 = Schemes and offers is equally not important in various profession at the time of selecting current telecommunication service Groups Business service Study House wife Count 36 21 20 3 Sum 138 80 82 11 Average 3.39127 76 Total 69.70476 76 MS F P-value F crit 0.333333 ANOVA Source of Variation SS Df Between Groups 1.Hypothesis is accepted as Schemes and offers is equally important in various profession at the time of selecting current telecommunication service H0 = Schemes and offers is equally important in male & female at the time of selecting current telecommunication service 42 .282738 3 Within Groups 44.873569 Interpretation :.515789 0.726903 0.181448 0.724944 0.666667 Variance 0.

378611 3.867647 0.304238 0.582815 3.115366 43 .963472 0.397661 0.789474 3.544974 0.030303 Variance 0.Hypothesis is accepted as Schemes and offers is equally not important in male & female at the time of selecting current telecommunication service H0 = Schemes and offers is equally important in various education level at the time of selecting current telecommunication service H1 = Schemes and offers is equally not important in various education level at the time of selecting current telecommunication service Groups Under graduate Graduate Post graduate Count 19 28 33 Sum 72 106 133 Average 3.572811 0.53446 48 4 0.587293 Interpretation :.582362 0.9875 79 MS F P-value F crit 0.785714 4.145623 2 Within Groups 44.84188 77 Total 45.80882 78 Total 45.178676 0.9875 79 MS F P-value F crit 0.717803 ANOVA Source of Variation SS df Between Groups 1.909091 ANOVA Source of Variation SS Df Between Groups 0.9836 0.178676 1 Within Groups 45.H1 = Schemes and offers is equally not important in male & female at the time of selecting current telecommunication service Groups Male Female Count 68 12 Sum Average Variance 263 3.

819162 0.6 Variance 0.Hypothesis is accepted as Schemes and offers is equally important in various income level at the time of selecting current telecommunication service H0 = Schemes and offers is equally important in various age group at the time of selecting current telecommunication service H1 = Schemes and offers is equally not important in various age group at the time of selecting current telecommunication service Groups below 20 20-40 40 & above Count 4 66 10 Sum 16 259 36 Average 4 3.9875 79 MS F P-value F crit 0.666667 Sum Average Variance ANOVA Source of Variation SS Df Between Groups 0.624942 0.852941 0.584798 Interpretation :.444605 3.Hypothesis is accepted as Schemes and offers is equally important in various education level at the time of selecting current telecommunication service H0 = Schemes and offers is equally important in various income level at the time of selecting current telecommunication service H1 = Schemes and offers is equally not important in various income level at the time of selecting current telecommunication service Groups Less 200000 200000500000 500000 above Count than 68 10 & 2 9 4.958088 2 Within Groups 45.266667 44 .115366 0.924242 3.5 0.666667 0.479044 0.5 262 40 3.575066 4 0.02941 77 Total 45.Interpretation :.

490243 2.966288 2 Within Groups 45.661905 0.52381 3.34365 76 Total 46.115366 0.02121 77 Total 45.48545 0.813657 0.483144 0.333333 ANOVA Source of Variation SS df Between Groups 1.9875 79 MS F P-value F crit 0.441498 3.694444 3.389683 0.724944 0.456349 3 Within Groups 45.9 3.584691 Interpretation :.Hypothesis is accepted as Schemes and offers is equally important in various age group at the time of selecting current telecommunication service H0 = Advertisingis equally important in various profession at the time of selecting current telecommunication service H1 = Advertisingis equally not important in various profession at the time of selecting current telecommunication service Groups Business Service Study House wife Count 36 21 20 3 Sum 133 74 78 11 Average 3.8 79 MS F P-value F crit 0.596627 Interpretation :.826323 0.Hypothesis is accepted as Advertising is equally important in various profession at the time of selecting current telecommunication service 45 .ANOVA Source of Variation SS Df Between Groups 0.666667 Variance 0.936842 0.

578947 3.353413 3.676471 0.247425 2 Within Groups 45.054296 0.515152 ANOVA Source of Variation SS Df Between Groups 0.54902 78 Total 46.623713 1.H0 = Advertising is equally important in male & female at the time of selecting current telecommunication service H1 = Advertising is equally not important in male & female at the time of selecting current telecommunication service Groups Male Female Count 68 12 Sum Average Variance 250 3.518564 3.848485 Variance 0.8 79 MS F P-value F crit 0.Hypothesis is accepted as Advertising is equally not important in male & female at the time of selecting current telecommunication service H0 = Advertising is equally important in various education level at the time of selecting current telecommunication service H1 = Advertising is equally not important in various education level at the time of selecting current telecommunication service Groups Under graduate Graduate Post graduate Count 19 28 33 Sum 68 101 127 Average 3.115366 0.25098 1 Within Groups 46.607143 3.55257 77 MS F P-value F crit 0.765873 0.25731 0.596782 Interpretation :.963472 0.632576 ANOVA Source of Variation SS Df Between Groups 1.833333 0.610184 46 3.420556 0.25098 0.591592 46 .

6 0.60508 Interpretation :.720588 0.841834 3.172559 0.5 0.115366 0.208824 2 Within Groups 46.Hypothesis is accepted as Advertising is equally important in various income level at the time of selecting current telecommunication service H0 = Advertising is equally important in various age group at the time of selecting current telecommunication service H1 = Advertising is equally not important in various age group at the time of selecting current telecommunication service 47 .8 79 MS F P-value F crit 0.Total 46.5 253 36 3.59118 77 Total 46.Hypothesis is accepted as Advertising is equally important in various education level at the time of selecting current telecommunication service H0 = Advertising is equally important in various income level at the time of selecting current telecommunication service H1 = Advertising is equally not important in various income level at the time of selecting current telecommunication service Groups Less 200000 200000500000 500000 above Count than 68 10 & 2 7 3.933333 Sum Average Variance ANOVA Source of Variation SS Df Between Groups 0.8 79 Interpretation :.104412 0.562555 3.

115366 0.8 79 MS F P-value F crit 1.3 Variance 0.75 3.632168 0.661905 1.15 3.995238 3 Within Groups 63.233333 ANOVA Source of Variation SS Df Between Groups 2.333333 Variance 0.333333 ANOVA Source of Variation SS df Between Groups 2.727273 3.088306 3.724944 0.998413 1.570661 Interpretation :.200532 0.2 79 MS F P-value F crit 0.65 0.429545 2.859091 2 Within Groups 43.831642 48 .94091 77 Total 46.Hypothesis is accepted as Advertising is equally important in various age group at the time of selecting current telecommunication service H0 = SMS rates is equally important in various profession at the time of selecting current telecommunication service H1 = SMS rates is equally not important in various profession at the time of selecting current telecommunication service Groups Business Service Study House wife Count 36 21 20 3 Sum 135 80 83 10 Average 3.397368 0.505069 0.315381 2.25 0.25 3.809524 4.20476 76 Total 66.Groups below 20 20-40 40 & above Count 4 66 10 Sum 17 246 33 Average 4.

774363 48 4 1.181818 Variance 0.272727 ANOVA Source of Variation SS Df Between Groups 0.421053 3.541497 3.Interpretation :.317647 1 Within Groups 65.712963 0.844646 Interpretation :.963472 0.2 79 MS F P-value F crit 0.317647 0.75 4.88235 78 Total 66.Hypothesis is accepted as SMS rates is equally not important in male & female at the time of selecting current telecommunication service H0 = SMS ratesis equally important in various education level at the time of selecting current telecommunication service H1 = SMS rates is equally not important in various education level at the time of selecting current telecommunication service Groups Under graduate Graduate Post graduate Count 19 28 33 Sum 65 105 138 Average 3.823529 0.Hypothesis is accepted as SMS rates is equally important in various profession at the time of selecting current telecommunication service H0 = SMS rates is equally important in male & female at the time of selecting current telecommunication service H1 = SMS rates is equally not important in male & female at the time of selecting current telecommunication service Groups Male Female Count 68 12 Sum Average Variance 260 3.376071 0.840909 ANOVA 49 .701754 0.

Hypothesis is rejected as SMS rates is equally important in various education level at the time of selecting current telecommunication service H0 = SMS rates is equally important in various income level at the time of selecting current telecommunication service H1 = SMS rates is equally not important in various income level at the time of selecting current telecommunication service Groups Less 200000 200000500000 500000 above Count than 68 10 & 2 8 4 2 261 39 3.115366 0.704665 4.12059 77 Total 66.79067 77 Total 66.9 0.95484 3.2 79 MS F P-value F crit 3.544444 Sum Average Variance ANOVA Source of Variation SS Df Between Groups 0.039706 0.01036 3.858709 Interpretation :.852117 0.838235 0.Source of Variation SS df Between Groups 7.046239 0.883889 3.115366 0.Hypothesis is accepted as SMS rates is equally important in various income level at the time of selecting current telecommunication service 50 .40933 2 Within Groups 58.079412 2 Within Groups 66.2 79 MS F P-value F crit 0.763515 Interpretation :.

115366 0.884848 2.810783 Interpretation :.4303 77 Total 66.5 3.001421 2.724944 51 .690476 1.2 79 MS F P-value F crit 1.039474 1 ANOVA Source Variation Between of SS df 12.104639 3.Hypothesis is accepted as SMS rates is equally important in various age group at the time of selecting current telecommunication service H0 = Value added service is equally important in various profession at the time of selecting current telecommunication service H1 = Value added serviceis equally not important in various profession at the time of selecting current telecommunication service Groups Business Service Study House wife Count 36 21 20 3 Sum 107 68 75 6 Average 2.26825 3 MS F P-value F crit 4.769697 2 Within Groups 62.972222 3.75 2 Variance 0.089418 5.324726 0.238095 3.333333 0.908159 0.4 Variance 0.542063 0.266667 ANOVA Source of Variation SS Df Between Groups 3.699355 0.878788 3.H0 = SMS rates is equally important in various age group at the time of selecting current telecommunication service H1 = SMS rates is equally not important in various age group at the time of selecting current telecommunication service Groups below 20 20-40 40 & above Count 4 66 10 Sum 18 256 34 Average 4.

645083 41 3.781619 0.13725 78 Total 66.8 79 0.662745 1 Within Groups 66.Hypothesis is rejected as Value added service is equally important in various profession at the time of selecting current telecommunication service H0 = Value added service is equally important in male & female at the time of selecting current telecommunication service H1 = Value added service is equally not important in male & female at the time of selecting current telecommunication service Groups Male Female Count 68 12 Sum Average Variance 215 3.416667 2.161765 0.Hypothesis is accepted as Value added service is equally not important in male & female at the time of selecting current telecommunication service H0 = Value added serviceis equally important in various education level at the time of selecting current telecommunication service H1 = Value added service is equally not important in various education level at the time of selecting current telecommunication service 52 .662745 0.083333 ANOVA Source of Variation SS df Between Groups 0.963472 0.847914 Interpretation :.379364 3.717523 Interpretation :.8 79 MS F P-value F crit 0.53175 76 66.Groups Within Groups Total 54.

115366 0.32059 77 Total 66.04146 2 Within Groups 55.Hypothesis is rejected as Value added service is equally important in various education level at the time of selecting current telecommunication service H0 = Value added service is equally important in various income level at the time of selecting current telecommunication service H1 = Value added service is equally not important in various income level at the time of selecting current telecommunication service Groups Less 200000 200000500000 500000 above Count than 68 10 & 2 9 4.520728 7.8 79 MS F P-value F crit 5.75854 77 Total 66.161765 0.724137 Interpretation :.926136 ANOVA Source of Variation SS df Between Groups 11.115542 0.622222 Sum Average Variance ANOVA Source of Variation SS df Between Groups 3.5 215 32 3.000953 3.127522 3.2 0.789474 2.636364 Variance 0.115366 0.964286 3.8 79 MS F P-value F crit 1.332011 0.739706 2.822345 53 .953216 0.623873 0.854039 3.Groups Under graduate Graduate Post graduate Count 19 28 33 Sum 53 83 120 Average 2.5 0.479412 2 Within Groups 63.

8 79 MS F P-value F crit 0.0303 77 Total 66.333333 0.Hypothesis is accepted as Value added service is equally important in various income level at the time of selecting current telecommunication service H0 = Value added service is equally important in various age group at the time of selecting current telecommunication service H1 = Value added service is equally not important in various age group at the time of selecting current telecommunication service Groups below 20 20-40 40 & above Count 4 66 10 Sum 14 212 30 Average 3.857536 Interpretation :.115366 0.769697 2 Within Groups 66.448784 0.5 3.212121 3 Variance 0.384848 0.Hypothesis is accepted as Value added service is equally important in various age group at the time of selecting current telecommunication service Q.Are you satisfied with following aspect of the present telecommunication service provider? Neither satisfied nor Highly Satisfie dissatisfie Dissatisfie dissatisfie d d d d 25 53 2 0 0 24 50 5 1 0 34 15 54 Particulars Connectivity Call rates Custmer relationship & complain management Offers and schemes Highly satisfied 29 52 10 11 6 2 1 0 .222222 ANOVA Source of Variation SS Df Between Groups 0.Interpretation :.969697 0.640063 3.7 :.

218254 21 92 4.260411 79 0.198743 76 0.380952 0.378947 3 12 4 0 ANOVA Source of Variation Between Groups Within Groups Total SS 0.724944 Interpretation :.76319 0.247619 20 84 4.60 50 40 30 20 10 0 Call rates Custmer relationship & complain management Offers and schemes Connectivity H0 = Connectivity is equally important in various profession at the time of selecting current telecommunication service H1 = Connectivity is equally not important in various profession at the time of selecting current telecommunication service Groups Business Service Study House wife Count Sum Average Variance 36 155 4.2 0.3875 df MS F P-value F crit 3 0.305556 0.79127 20.59623 19.Hypothesis is accepted as Connectivity is equally important in various profession at the time of selecting current telecommunication service 55 .518199 2.

166667 0.206127 0.3875 df MS F P-value F crit 1 0.17632 0.677651 0.796672 0.510811 3.246488 12 50 4.263158 0.03486 Df MS F P-value F crit 2 0.Hypothesis is accepted as Connectivity is equally important in male & female at the time of selecting current telecommunication service H0 = Connectivity is equally important in various education level at the time of selecting current telecommunication service H1 = Connectivity is equally not important in various education level at the time of selecting current telecommunication service Groups Under graduate Graduate Post graduate Count Sum Average Variance 19 81 4.333333 ANOVA Source of Variation Between Groups Within Groups Total SS 0.374836 3.174603 33 144 4.206127 20.204678 28 118 4.115366 77 0.260193 56 .363636 0.308824 0.363636 ANOVA Source of Variation Between Groups Within Groups SS 0.18137 20.H0 = Connectivity is equally important in male & female at the time of selecting current telecommunication service H1 = Connectivity is equally not important in male & female at the time of selecting current telecommunication service Groups Male Female Count Sum Average Variance 68 293 4.963472 78 0.35264 20.258736 79 Interpretation: .214286 0.

61875 2.25 4.Total 20.15 20.248701 79 Interpretation :.Hypothesis is accepted as Connectivity is equally important in various education levels at the time of selecting current telecommunication service H0 = Connectivity is equally important in various income level at the time of selecting current telecommunication service H1 = Connectivity is equally not important in various income level at the time of selecting current telecommunication service Groups Less than 200000 200000500000 500000 & above Count 68 10 2 Sum 289 46 8 Average 4.08974 3.3875 79 Interpretation: .3875 df MS F P-value F crit 2 0.2375 19.Hypothesis is accepted as Connectivity is equally important in various income level at the time of selecting current telecommunication service H0 = Connectivity is equally important in various age group at the time of selecting current telecommunication service H1 = Connectivity is equally not important in various age group at the time of selecting current telecommunication service 57 .266667 4 0 ANOVA Source of Variation Between Groups Within Groups Total SS 1.25 Variance 0.115366 77 0.6 0.487924 0.

269697 10 43 4.52028 10 39 3.013596 0.46818 36.3875 df MS F P-value F crit 2 0.25 0.Groups below 20 20-40 40 & above Count Sum Average Variance 4 17 4.003598 0.3 0.455532 3.233333 ANOVA Source of Variation Between Groups Within Groups Total SS 0.007197 20.9 0.460626 79 58 .731818 35.986499 3.25 0.3803 20.1 ANOVA Source of Variation Between Groups Within Groups Total SS 0.2 df MS F P-value F crit 2 0.25 66 276 4.181818 0.Hypothesis is accepted as Connectivity is equally important in various income level at the time of selecting current telecommunication service H0 = Call rates is equally important in various age group at the time of selecting current telecommunication service H1 = Call rates is equally not important in various age group at the time of selecting current telecommunication service Groups below 20 20-40 40 & above Count Sum Average Variance 4 17 4.115366 77 0.25 66 283 4.264679 79 Interpretation :.115366 77 0.365909 0.794374 0.287879 0.

660526 3 12 4 0 ANOVA Source of Variation Between Groups Within Groups Total SS 0.25 0.285714 0.Hypothesis is accepted as Call rates is equally important in various age group at the time of selecting current telecommunication service H0 = Call rates is equally important in various profession at the time of selecting current telecommunication service H1 = Call rates is equally not important in various profession at the time of selecting current telecommunication service Groups Business service Study House wife Count Sum Average Variance 36 152 4.Hypothesis is accepted as Call ratesis equally important in various profession at the time of selecting current telecommunication service H0 = Call rates is equally important in male & female at the time of selecting current telecommunication service H1 = Call rates is equally not important in male & female at the time of selecting current telecommunication service Groups Male Female Count Sum Average Variance 68 286 4.234921 21 90 4.414286 20 83 4.329563 29.15 0.404741 12 51 4.724944 76 0.222222 0.204545 59 .Interpretation :.287321 0.382341 79 Interpretation :.109854 0.05794 29.205882 0.834415 2.3875 Df MS F P-value F crit 3 0.

263158 0.212121 0.204678 28 117 4.3875 df MS F P-value F crit 1 0.ANOVA Source of Variation Between Groups Within Groups Total SS 0.963472 78 0.3065 29.019853 29.422348 ANOVA Source of Variation Between Groups Within Groups Total SS 0.019853 0.3875 df MS F P-value F crit 2 0.080995 29.Hypothesis is accepted as Call rates is equally not important in male & female at the time of selecting current telecommunication service H0 = Call rates is equally important in various education level at the time of selecting current telecommunication service H1 = Call rates is equally not important in various education level at the time of selecting current telecommunication service Groups Under graduate Graduate Post graduate Count Sum Average Variance 19 81 4.040498 0.115366 77 0.380604 79 Interpretation :.818982 3.376508 79 Interpretation: .899194 3.052729 0.448413 33 139 4.Hypothesis is accepted as Call ratesis equally important in various education level at the time of selecting current telecommunication service 60 .178571 0.106403 0.36765 29.

205882 43 8 4.084926 0.194444 1.223815 0.37945 79 Interpretation :.233333 4 2 ANOVA Source of Variation Between Groups Within Groups Total SS 0.047619 0.947619 20 80 4 0.169853 29.115366 77 0.H0 = Call rates is equally important in various income level at the time of selecting current telecommunication service H1 = Call rates is equally not important in various income level at the time of selecting current telecommunication service Groups Less than 200000 200000500000 500000 & above Count 68 10 2 Sum Average Variance 0.333333 61 .799982 3.13254 21 85 4.Hypothesis is accepted as Call rates is equally important in various income level at the time of selecting current telecommunication service H0 = Customer relationship and complaint management is equally important in various profession at the time of selecting current telecommunication service H1 = Customer relationship and complaint management is equally not important in various profession at the time of selecting current telecommunication service Groups Business Service Study House wife Count Sum Average Variance 36 151 4.736842 3 13 4.3875 df MS F P-value F crit 2 0.3 0.333333 1.37489 286 4.21765 29.

44608 75.Hypothesis is accepted as Customer relationship and complaint management is equally not important in male & female at the time of selecting current telecommunication service 62 .456611 3.963472 78 0.963126 12 47 3.864231 2.243188 0.ANOVA Source of Variation Between Groups Within Groups Total SS 0.724944 76 0.990236 79 Interpretation :.9875 df MS F P-value F crit 3 0.Hypothesis is accepted as Customer relationship and complaint managementis equally important in various profession at the time of selecting current telecommunication service H0 = Customer relationship and complaint management is equally important in male & female at the time of selecting current telecommunication service H1 = Customer relationship and complaint management is equally not important in male & female at the time of selecting current telecommunication service Groups Male Female Count Sum Average Variance 68 282 4.916667 0.541422 0.967257 79 Interpretation :.729563 75.541422 75.25794 75.245586 0.992424 ANOVA Source of Variation Between Groups Within Groups Total SS 0.9875 df MS F P-value F crit 1 0.559749 0.147059 0.

655556 3 2 ANOVA 63 .888889 33 133 4.9 1.292761 3.421053 0.H0 = Customer relationship and complaint management is equally important in various education level at the time of selecting current telecommunication service H1 = Customer relationship and complaint management is equally not important in various education level at the time of selecting current telecommunication service Groups Under graduate Graduate Post graduate Count Sum Average Variance 19 84 4.Hypothesis is accepted as Customer relationship and complaint management is equally important in various education level at the time of selecting current telecommunication service H0 = Customer relationship and complaint management is equally important in various income level at the time of selecting current telecommunication service H1 = Customer relationship and complaint management is equally not important in various income level at the time of selecting current telecommunication service Groups Less than 200000 200000500000 500000 & above Count 68 10 2 Sum Average Variance 284 4.030303 1.955861 79 Interpretation :.9875 df MS F P-value F crit 2 1.812865 28 112 4 0.092803 ANOVA Source of Variation Between Groups Within Groups Total SS 2.193112 1.115366 77 0.248207 0.386224 73.176471 0.834065 39 6 3.60128 75.

066667 ANOVA Source of Variation Between Groups Within Groups Total SS 0.Hypothesis is accepted as Customer relationship and complaint management is equally important in various age group at the time of selecting current telecommunication service H0 = Offer and schemes is equally important in various profession at the time of selecting current telecommunication service 64 .190297 3.78235 75.115366 77 0.06594 0.85758 75.106061 0.936239 3.129924 75.92704 10 42 4.945225 79 Interpretation :.Hypothesis is accepted as Customer relationship and complaint management is equally important in various income level at the time of selecting current telecommunication service H0 = Customer relationship and complaint management is equally important in various age group at the time of selecting current telecommunication service H1 = Customer relationship and complaint management is equally not important in various age group at the time of selecting current telecommunication service Groups below 20 20-40 40 & above Count Sum Average Variance 4 16 4 2 66 271 4.985163 79 0.064962 77 0.2 1.695441 0.115366 Interpretation :.9875 df MS F P-value F crit 2 1.Source of Variation Between Groups Within Groups Total SS 3.205147 72.9875 df MS F P-value F crit 2 0.602574 1.

923016 33.07698 34 df MS F P-value F crit 3 0.225564 0.142857 0.083333 0.550823 2.H1 = Offer and schemes is equally not important in various profession at the time of selecting current telecommunication service Groups Business Service Study House wife Count Sum Average Variance 36 140 3.90196 34 df MS F P-value F crit 1 0.810606 ANOVA Source of Variation Between Groups Within Groups Total SS 0.434641 79 65 .Hypothesis is accepted as Offer and schemes is equally important in various profession at the time of selecting current telecommunication service H0 = Offer and schemes is equally important in male & female at the time of selecting current telecommunication service H1 = Offer and schemes is equally not important in male & female at the time of selecting current telecommunication service Groups Male Female Count Sum Average Variance 68 271 3.307672 0.706929 0.435223 79 Interpretation :.888889 0.098039 0.63616 3.372915 12 49 4.387302 21 87 4.963472 78 0.681579 3 12 4 0 ANOVA Source of Variation Between Groups Within Groups Total SS 0.098039 33.05 0.985294 0.724944 76 0.328571 20 81 4.

115366 77 0.985294 0.257385 0.112896 0.Interpretation :.947368 0.071429 0.77421 34 df MS F P-value F crit 2 0.438626 79 Interpretation :.773733 3.969697 0.372915 40 4 0.888889 66 .225792 33.Hypothesis is accepted as Offer and schemes is equally not important in male & female at the time of selecting current telecommunication service H0 = Offer and schemes is equally important in various education level at the time of selecting current telecommunication service H1 = Offer and schemes is equally not important in various education level at the time of selecting current telecommunication service Groups Under graduate Graduate Post graduate Count Sum Average Variance 19 75 3.Hypothesis is accepted as Offer and schemesis equally important in various education level at the time of selecting current telecommunication service H0 = Offer and schemes is equally important in various income level at the time of selecting current telecommunication service H1 = Offer and schemes is equally not important in various income level at the time of selecting current telecommunication service Groups Less than 200000 200000500000 Count 68 10 Sum Average Variance 271 3.163743 28 114 4.655303 ANOVA Source of Variation Between Groups Within Groups Total SS 0.365079 33 131 3.

48529 34 df MS F P-value F crit 2 0.015152 0.130835 0.88485 34 df MS F P-value F crit 2 0.47669 10 39 3.1 ANOVA Source of Variation Between Groups Within Groups Total SS 0.115366 77 0.500000 & above 2 9 4.115152 33.514706 33.555834 3.Hypothesis is accepted as Offer and schemesis equally important in various income level at the time of selecting current telecommunication service H0 = Offer and schemes is equally important in various age group at the time of selecting current telecommunication service H1 = Offer and schemes is equally not important in various age group at the time of selecting current telecommunication service Groups below 20 20-40 40 & above Count Sum Average Variance 4 16 4 0.Hypothesis is accepted as Offer and schemes is equally important in various age group at the time of selecting current telecommunication service 67 .666667 66 265 4.5 0.057576 0.9 0.440063 79 Interpretation :.434874 79 Interpretation :.5 ANOVA Source of Variation Between Groups Within Groups Total SS 0.877557 3.591787 0.115366 77 0.257353 0.

of Respondents 11 69 No.Have you used mobile portability ( changing Telecommunication service provider without changing number? Particulars Yes No No.What are the problem you are facing from present telecommunication service provider? Particular Unwanted call Deduction from account Unwanted message Unwanted service activation Sim-card rejected Sim-card registration failed Incoming unavailability Outgoing unavailability No network available Strongly agree 9 6 13 5 0 0 0 1 4 Agree Neither agree or Strongly disagree Disagree disagree 33 25 10 29 32 12 44 14 9 21 4 5 10 15 9 28 18 15 42 36 40 20 33 34 8 26 20 3 1 0 6 25 26 20 2 7 68 . And I got only 13.8 :.Above data shows that most of the respondents in the area not used mobile portability. of Respondents 11 Yes No 69 Interpretation: .Q.75% questionnaire filled by mobile portability users Q.9 :.

Q.50 45 40 35 30 25 20 15 10 5 0 Strongly agree Agree Neither agree or disagree Disagree Strongly disagree Interpretation :. 10 :. of Respondents 10 19 37 14 One Two Three More than three 69 . of Respondents 14 37 19 10 No.How many different mobile service provider had you used in past? Particulars One Two Three More than three No. unwanted call and deduction from account.Above data shows that most of the respondents are agree for facing problem of unwanted message. Minor respondent are strongly agree for facing this type of problem.

75%of the respondents in the area used two connection and 23.Above data shows that 46.Interpretation: .75% used three connections. 70 .

ideacellular.in/ www.Bibliography www.uninor.bsnl.in/ www.com/ www.in business.cci.tatadocomo.in/ www.airtel.virginmobile.co.in/ www.in/ www.co.rcom.com 71 .com www.vodafone.in/ www.aircel.mapsofindia.com www.

.............. Personal Information Name: -...... Information provided by you would be strictly going to utilize for academic purpose only and it does not have any commercial use..000-50...........Under Graduate ( ) Graduate ( ) Profession: .less than 20..............B................................000 ( ) Study ( ) House wife ( ) Mobile No................................ student of Xcellon Institute School of Business Ahmedabad for the purpose of knowing the buying behaviour and customer expectation at the time of purchasing post-paid or pre-paid service.ANNEXURE QUESTIONNAIRE This survey is being conducted by M.......... Which Company’ sim card do you use in your mobile phone? Airtel ( ) BSNL ( ) Vodafone ( ) Aircel ( ) Tata ( ) Virgin ( ) Reliance ( ) BPL ( ) MTNL ( ) Idea ( ) Uninor ( ) 2...... What kind of sim-card do you use? Post-Paid ( ) Pre-Paid ( ) 72 ............000 ( ) (Monthly) Education: ........................................................ Age: Gender: below 20 ( ) Male ( ) 20-40 ( ) Female ( ) 40& above ( ) Area: -..............: -........................Business ( ) Service ( ) Post graduate ( ) 20..... 1............................A...........................000 ( ) more than 50...................... Income: ...

What are the criteria have considered at time of selecting current telecommunication service provider. Which category of sim-card do you use? GSM ( ) CDMA ( ) 4. Particulars Strongly Agree Agree Neither Disagree agree or disagree Strongly disagree Network Call rates Recharge facility Internet connectivity Internet speed Schemes and Offer Advertising SMS rates Value Added Service 6. Are you satisfied with following aspect of the present telecommunication service provider? 73 .3. From how many years you are using the services of current network provider? Less than 1 year ( ) 1 year-5 year ( ) more than 5 year ( ) 5.

What type of call you make most? STD ( ) ISD ( ) Local ( ) 9.Particulars Highly satisfied Satisfied Neither Dissatisfied satisfied nor dissatisfied Highly dissatisfied Connectivity Call Rates Customer Relationship Complain Managements Offers and Schemes Others 7. Have you used mobile portability? Yes ( ) No ( ) 8. What are the problems you can see in present telecommunication service provider? Particulars Unwanted call Deduction from account Yes No 74 .

Airtel ( ) BSNL ( ) MTNL ( ) Virgin mobile ( ) Aircel ( ) Vodafone ( ) Uninor ( ) Idea ( ) Tata ( ) Reliance ( ) ************* Thank You ************* 75 .Unwanted message Unwanted service activation Sim-card rejected Sim-card registrations fail Incoming unavailability Outgoing unavailability 10. Ranked service provider according to your priority. How many different mobile service provider had you used in past? One ( ) Two ( ) Three ( ) More than Three ( ) 11.

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