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A Project report on “COMPARATIVE STUDY OF CUSTOMER SATISFACTION BETWEEN AIRTEL & VODAFONE MOBILE USERS IN RAJKOT”

Submitted To:
Prof. Dimple Udani
Marwadi Education Foundation’s Group of Institutions

Prepared By:

Meet Vajaria (MPG1102003)

ACKNOWLEDGEMENT
I would like to express my sincere thankfulness towards Prof. Rutwa Mehta (Head of Department, PGDM) for providing me the opportunity to work and learn through this end-term project. I am extremely grateful to my esteemed project guide, Prof. Dimple Udani for giving me an opportunity to work with her and her indispensable help and guidance throughout this project and for inspiring me to strive to achieve the best in difficult situations. While doing the project I visited many Stores in Rajkot region and met many Persons. I would like to prolong my special thanks to all of them for spending their time to patiently answer the questions and giving their views.

Meet Vajaria (MPG1102003)

PREFACE
This project had been undertaken for “Comparative Study on Customer Satisfaction between Airtel & Vodafone Mobile Users in Delhi” . In order to gather the most appropriate and accurate data survey was conducted in various location in Rajkot. The data was adapted with the help of a questionnaire and designed to extract the most correct and conclusive information. The consumers were requested to fill the questionnaire and were also asked various other relevant questions revealing detailed information apart from that in the questionnaire. The survey was conducted successfully and its findings have been studied, analyzed and have led to a conclusion, included in the report, which could prove to be fruitful for the project.

EXECUTIVE SUMMARY

Marketing is innovative field. Here nothing can be assumed. Whatever ideas we generate, we have to test them and they must be supported by proved results. For this, marketing research is very important. Comparative study is one such aspect that is very difficult to measure by guesswork. Anything you say about it, it must be based on reliable research. I am going to do a “COMPARATIVE STUDY OF CUSTOMER SATISFACTION BETWEEN AIRTEL & VODAFONE MOBILE USERS IN DELHI”. To justify the customer satisfaction level by services from service providers I have undertaken small survey. This survey throws light on many things like what are the various services with which they are satisfied and dissatisfied, what are the expectations of customers from service provider. To facilitate our purpose, I have formed a questionnaire and asked 200 respondents (100 Airtel and 100 Vodafone users) to fill it.

TABLE OF CONTENT

INTRODUCTION
"TELECOMMUNICATIONS IS THE BACKBONE OF OUR FUTURE ECONOMY. INTERNATIONAL COMPETITIVENESS INCREASINGLY DEPENDS ON THE DEVELOPMENT

however. While taking the side of suppliers a lot of new companies are coming into the battlefield resulting in reduction of prices and hence a little less burdensome on to the customer. This amount also does not go for the telecom development. 80% of customer are having to pay higher rental this depresses the demand for telephones and affordability. the rental for local services are being increased. The urban business subscribers will be bearing the bond of the subsidies to be given to the rural private consumers. providers and their respective needs. The mechanics of competition within this market involve complex feedback effects between individual service providers and with their operating environment. The low densities are not because there is no need for a telephone but because of its high cost that many cannot afford that one.OF A TELECOMMUNICATIONS INTERNATIONAL STANDARDS". continuous revision of the telecom policy is imperative. not to be scheduled to take a step further in the development of the telecom. INFRASTRUCTURE THAT IS COMPATIBLE WITH The cellular industry all over the world has been witnessing very high growth rates in subscriber base in recent years. Isn’t it? The cost for the companies can come down if the revenue share imposed on them as a condition of license is abolished or drastically reduced. cellular services are becoming a very significant proportion of the overall telecom infrastructure. In a country like India which is not yet telephone-saturated and the ongoing changes in related areas are resulting in a rapidly changing profile of users. The cost of interconnection with the incumbent is proving to be contributory to the high cost of services provided by the competitors. Given the emerging new technologies and the integrating economies there must be fairness among competitors. If these external cost are removed there can be seen a spurt in demand of not less than 40% as expected. These costs are. As the driven down of the prices for long distance including international services reduces the amount available for subsidizing the local service. and these forces play an important role in governing the growth of this industry. The situation here is nothing but holding true of the “law of demand”. For developing countries in particular. The tale-density in India is about four per hundred people in respect of the fixed telephones and a little less than one in respect of the mobile telephony. It indicates the pre-eminent domain of TRAI (Telecom Regulatory Authority of India). In addition when we go through the telephone bill there is a 5 to 8% service charge. This is an area in which no consumer body can knowledgeably contribute unless it has the assistant of experts or economists who alone can discover all the relevant fact of all the contesting companies. Today every telephone company is bound to pay a share out of its revenue to the exchequer. The delay in the interconnection disregards the quality of service and high cost will detract from affordability. . Considering that about 90% of the long distance calls are made by less than 20% of customers.

The Indian Government when considering the introduction of cellular services into the country.History of Cellular Telephony in India: The technology that gives a person the power to communicate anytime. The CMSPs had to pay an entry fee and subsequently annual license fee as a percentage of their revenue to the Department of Telecommunications. (The categorization is based on the revenue Proceedings of the 36th Hawaii International Conference on System Sciences). For example the metros account for 40% of the subscriber population. 23% and 4% respectively. the Cellular Mobile Service Providers (CMSPs) are licensed to operate in designated geographical operating areas. in India. Mobile telephones have become an integral part of the growth. it is of vital importance to the country that there be a comprehensive and forward looking telecommunications policy which creates an enabling framework for development of this industry. is GSM. have opted for GSM technology to offer their mobile services. Starting off primarily as a European standard. Cellular Market Structure in India: As in other countries. B and C accounting for 33%. soon came to represent the Global System for Mobile Communications as it achieved the status of a world-wide standard. The new licensees for the 4th cellular licenses that were awarded in July 2001 too. . success and efficiency of any business / economy. The service areas include four metro areas and 18 circles categorized as A. The potential with category C circles in the lower end of the scale. all the private operators are presently offering only GSM based mobile services. Accordingly. anywhere . It is also anticipated that going forward.5% of the global digital wireless market. GSM is today. The GSM Association (Global System for Mobile Communications) was instituted in 1987 to promote and expedite the adoption. leapfrogging obsolescent technologies / standards. made a landmark decision to introduce the GSM standard. the Grouped Special Mobile as it was then called. with Category-A. a major part of the GDP of the country would be contributed by this sector. The GSM Association was formed as a result of a European Community agreement on the need to adopt common standards suitable for cross border European mobile communications. The most prevalent wireless standard in the world today. the world's leading digital standard accounting for 68. It is critical not only for the development of the Information Technology industry. development and deployment and evolution of the GSM standard for digital wireless communications. B and C. but also has widespread ramifications on the entire economy of the country. Cellular Industry in India: The Government of India recognizes that the provision of a world-class telecommunications infrastructure and information is the key to rapid economic and social development of the country. Although cellular licenses were made technology neutral in September 1999.has spawned an entire industry in mobile telecommunication.

Some of the CMSPs could not fulfill their licensing obligations and their licenses were revoked leading to a monopoly situation in certain areas. discounted airtime rates for evening and night time calls. For example.000 SMS messages are being carried by a service provider in one metro area alone. The operator did not have enough network capacity to handle calls leading to blocking of calls. with frustrated customers switching over immediately to competitors. The operators also have to resort to non-pricing competition strategies to win customers. What does this mean for subscribers and for the cellular industry in Delhi? All the four operators — Vodafone Essar Mobile Services Ltd. and so is the network traffic. Their reasoning . the government operator reduced the airtime charges to such an extent that the subscriber base increased suddenly leading to poor network performance. by some reckoning. the subscriber base increases considerably. each CMSP has to share the revenue with the long distance operators for carrying inter-service area calls. In a price-cap regulated market. and reduced mobile to mobile long distance call rates. a single large operator now has license to operate in 14 service areas in the country with the largest footprint to cover most of the areas of the country.The entry and license fees varied according to the service area. In profitable metros and circles. MTNL and Idea Cellular services. The entry of Vodafone saw a further drop in tariffs and the operators have come out with new schemes to retain their subscribers and attract fresh ones. no or minimum activation fees. They now have four service providers to choose from. More importantly. In India. Bharti Cellular Ltd. the operators use appropriate pricing strategy to win customers and win market share. inviting customers to switch. as the service provider reduces the price. For example. highest for metros and lowest for Category-C circles. In highly price-elastic markets. each offering an array of both pre. The service providers incur additional advertising and infrastructure cost for implementing these plans. such as in India. about 500. Apart from these charges. When the sector moves over to an oligopoly market. the competition is severe and the market is split between the two operators. Short Message Service (SMS) and Wireless Application Protocol (WAP) service are fast catching up. average tariffs across plans have.and post-paid schemes. The increased network traffic decreases the performance and the quality of service. the operators have to provide improved quality of service and value added services in order to survive and gain market share. discounted roaming charges. Being a new entrant in a metro area. in India.. — are convinced that the market will only expand and the subscribers will benefit even more. Larger operators who have experience and infrastructure may be able to provide a higher quality of service and other value-added service at a lower price. Cellular subscribers and those with a propensity to go mobile in Delhi have never had it so good. CMSPs offer a variety of service plans as a means to attract new customers. dropped by at least 50 per cent in the last six months. Different service plans include: pre-paid calling card schemes. They also have access to larger project financing for enlarging their networks and services. Mergers and acquisitions are commonplace as the operators are consolidating their revenues to survive in the market places.

which traditionally occupies the third position in other areas. and an even greater widening of the cellular market. Therefore. It is here that Vodafone decided to target the customers with what it believes are unique products and features. probably result in further reduction of tariffs. Mobility is not only about carrying voice. Accordingly. However. especially in the pre-paid category. what has really happened with the entry of CDMA is a heightened awareness in the market. as per the reports from the marketing department and adds that the unified messaging system for the post-paid customers of Vodafone is one such unique product. the state-owned MTNL has also been playing with its cellular service for quite some time. There is also greater consumer awareness of what cellular service can deliver and expectations go up in terms of pricing or service standards or network availability. According to the cellular operators. with the imminent launch of limited mobility using CDMA (code division multiple access) technology by companies like Tata Tele Services will only add to the subscriber base. entry of new players will only increase awareness about the facility. pre-paid for the cellular is nothing but the engine for growth and there is always a possibility that most of them will shift to post-paid once they are convinced of the quality of service provided. During the survey this fact comes to the fore. the Churn is much lower about two-three percent. However. according to officials in four cellular companies now servicing Delhi. Vodafone signed in its subscribers in lakhs from the year onwards it has been launched in Delhi. whose loyalty to a particular brand is always in doubt. Its emphasis has been on value proposition and brand building. On the other hand the entry of a new operator lends more visibility to the service and there is also increased trade activity — that is the number of dealers will increase and more people will be on the road trying to sell the service and product. points out one of the officials taking care of the — Sales & Marketing division of the. Among the post-paid customers. is less than fifty per cent. the companies say. there is a normal seven to eight percent churn in the customers. the companies also sound a note of caution — any further drop in tariffs will be harmful to the companies. average tariffs in Delhi across different plans have fallen by 30 per cent since December with launching of the CDMA services. .is that cellular penetration in Delhi. Industry analysts say that a majority of them will be pre-paid customers. Mobile penetration in Delhi and its suburbs is estimated to be less than twenty-five percent of the population and the cellular operators believe that this number should definitely go up. Vodafone Essar Mobile Services Ltd. Moreover. The Churn in the Cellular Industry: As like the other products Cellular industry has not been left untouched from the Churn (switching over). that. Besides the fall in tariffs.

. cellular operators are convinced that increasing usage is one way to ensure that average revenue per user (ARPU) does not fall very low. This means that the cellular operators are encouraging their subscribers to not just receive calls. The operators are also concentrating on introducing more value added services to the customers. more so since lowering of the tariffs. With falling tariffs.100 while it may vary from operator to operator.They say that one significant change that has happened in the last few months. but operators like Bharti are bringing in services like music messaging and concierge facility for its subscribers. but also make calls — increasing the usage of the service. is that the bias in favors of incoming calls as far as call charges are concerned — incoming calls has been set free while they are charging reasonably only for the outgoing ones — has changed. Value-added services have not really taken off. A tariff re-balancing has definitely taken place.1. Only the SMS (short messaging service) has really caught on. The industry figure for ARPU is believed to be about Rs.

with more than 110 million subscribers as of 2009. single-country mobile operator and sixth-largest integrated telecom operator. Bharti is now the world’s third-largest. It offers its TELECOM services under the Airtel brand and is headed by Sunil Bharti Mittal. Bharti Airtel is the 3rd largest in-country mobile operator by subscriber base. behind China Mobile and China Unicom. Services are offered under the brand name Airtel: Mobile Services (using GSM . In January 2010. Deputy Chief Executive Sanjay Kapoor will replace Mr. He will be overseeing Bharti's overseas business. the company has a 24. Brands: Airtel: Airtel is a brand of telecommunication services in India. joint managing director and chief executive of Indian and South Asian operations. Shahrukh Khan is the brand ambassador of the mobile company and Kareena Kapoor and Saif Ali Khan are the brand ambassadors of the DTH Company. will become the chief executive of the international business group from 1st of April 2010. It also acts as a carrier for national and international long distance communication services. The mobile business provides mobile & fixed wireless services using GSM technology across 23 telecom circles while the Airtel Tele media Services business offers broadband & telephone services in 95 cities and has recently launched a Direct-to-Home (DTH) service. The company provides end-to-end data and enterprise services to the corporate customers through its nationwide fiber optic backbone. Kohli and will be the CEO with effective from April 1 2010. company announced that Manoj Kohili. which connects the submarine cable connecting Chennai and Singapore. last mile connectivity in fixed-line and mobile circles.7% for Reliance Communications and 17.6% share of the wireless services market. With this. It also offers fixed line services and broadband services. Airtel Tele media Services & Enterprise Services.4% for Vodafone Essar. Bangladesh and in Sri Lanka owned and operated by Bharti Airtel. followed by 17. In India. Airtel Digital TV. The businesses at Bharti Airtel have always been structured into three individual strategic business units (SBU's) . The company also provides telephone services and Internet access over DSL in 14 circles. It is the largest cellular service provider in India in terms of number of subscribers. ISP and international bandwidth access through the gateways and landing station.COMPANY PROFILE AIRTEL: Bharti Airtel formerly known as Bharti Tele-Ventures LTD (BTVL) is the largest cellular service provider in India. VSATs.Mobile Services. The company has a submarine cable landing station at Chennai. Globally.

It operates third generation networks in several markets across Asia. Bharti provided fixed-line telephony and broadband services under the Touchtel brand. a Direct-toHome Television service. Airtel has also launched 16Mb/s broadband plans in India. The latter had till date invested a total of $600 million. Touchtel: Until September 18. Merger talks: . Internet Connectivity (DSL) and Leased Line). Bharti Airtel rolled out third generation services in Sri Lanka in association with Singapore Telecommunications. Bharti now provides all telecom services including fixed-line services under a common brand "Airtel". Airtel & Vodafone have launched the newly released iPhone 3GS (16GB & 32GB) in August 2009 in India. Airtel Sri Lanka: In December 2008.Technology). Airtel's 70% stake in the company is said to be at a cost of an initial $300 million. SingTel is a major player in the 3G space in Asia. Digital TV: On 9 October 2008. known as Airtel Lanka. commenced operations on the 12th of January 2009. Broadband & Telephone Services (Fixed line. iPhone 3G: The Apple iPhone 3G was rolled out in India on 22 August 2008 via Airtel & Vodafone. Airtel joined the DTH bandwagon in India with Airtel Digital TV. Long Distance Services and Enterprise Services (Telecommunications Consulting for corporates). Airtel in Bangladesh: In January 2010. The launch is a result of a tie-up between Bharti Tele-Ventures Limited and Research in Motion (RIM). with plans to bring their Bangladesh investments to the $1 billion mark. 2004. it was announced that the Bangladesh Tele-communications Regulatory Commission (BTRC) of The People's Republic of Bangladesh had given Bharti Airtel the go ahead to acquire a 70% stake in the Bangladesh business of Abu Dhabi based Warid Telecom. Airtel's operation in Sri Lanka. making it the first ISP to do so. BlackBerry: On 19 October 2004 Airtel announced the launch of a BlackBerry Wireless Solution in India. It has presence in all 23 circles of the country and covers 71% of the current population (as of Financial Year 2007).

2. "If anything.704.754.812 Tamil Nadu . 2009.963 Kolkata . both sides emphasize the tentative nature of the talks. The Financial Times reported that Bharti was considering offering US$45 billion for a 100% stake in MTN.660 Andhra Pradesh .353 Karnataka . Bharti Airtel said in a statement “Bharti Airtel Ltd is pleased to announce that it has renewed its effort for a significant partnership with MTN Group". which would be the largest overseas acquisition ever by an Indian firm. However. Bharti Airtel again confirmed that it is in Talks with MTN and companies have now agreed discuss the potential transaction exclusively by July 31.633 Punjab .4.609 Gujarat .3.2.906 Uttar Pradesh (West) .3. while The Economist magazine noted.5.9." Airtel 3G: Airtel plans to launch the nationwide 3G services in India in the second quarter of 2010.386 Rajasthan .248.133.896 Madhya Pradesh .6." as MTN has more subscribers. it emerged that Bharti Airtel was exploring the possibility of buying the MTN Group. In May 2009.6.862 & (East) .690.671.169.820.677 Delhi .256.722.040 Kerala . Sponsorship: Bharti Airtel signed a five-year deal with ESPN Star Sports to become the title sponsor of the Champions League Twenty20 cricket tournament. Subscriber base: The Airtel subscriber base according to TRAI .274 .981.In May 2008. The tournament itself is named "Airtel Champions League Twenty20.177 Mumbai .7. Talks eventually ended without agreement.8.2.Telecom Regulatory Authority of India as of February 2009 was: Chennai .003.2.6.456.405 Maharashtra . However.2. Bharti would be marrying up. a South Africa-based telecommunications company with coverage in 21 countries in Africa and the Middle East.892. the talks fell apart as MTN group tried to reverse the negotiations by making Bharti almost a subsidiary of the new company.791. higher revenues and broader geographic coverage. some sources stating that due to the South African government opposition.

and presently the Number 1 operator in India.3.7. In 2009 Airtel also launched in Sri Lanka. 2009 Airtel signed a major deal with Manchester United Football Club.121 Bihar .245 Orissa .560 Himachal Pradesh . As a result of the deal.West Bengal & Andaman and Nicobar Islands .951.890.590.592 GSM + CDMA mobile connections in India till February 2009. Airtel gets the rights to broadcast the matches played by the team to its customers.1.448.742. Prepaid plans: MSC ( Existing Customer ) Andhra Pradesh Assam* Bihar Chennai Delhi Gujarat Haryana Himachal Pradesh Jammu & Kashmir Karnataka Kerala Kolkata Mumbai Madhya Pradesh Maharashtra North East* Orissa Punjab Rajasthan 66 21 73 64 94 58 64 64 78 64 64 64 64 64 64 21 68 94 70 MSC ( New Customer ) 67 23 74 69 99 64 65 66 79 66 67 67 69 69 69 23 69 97 71 .152.2% of the total 375.054 Jammu and Kashmir .971 or 24. On the 9th of May.389 & Other North Eastern States .2.935 The total is 101.501.811.114.1.453 Assam .

The Customers. shall not be impacted with the revised ISD rates till the expiry of the validity of special voucher/ recharge coupon. availing discounted ISD rates through special voucher.) Incoming Calls (Rs.Tamilnadu Uttar Pradesh East Uttar Pradesh West West Bengal *Validity is 90 days MSC-Maximum Service Charges 64 64 64 64 69 69 69 67 Turbo. For Complete list of country wise revised ISD tariffs* for both Prepaid & Postpaid plans please click here ./min Pulse Rate Price of Pack (Rs.2p/sec 1. * The same revised rates will be applicable for ISD calls on national roaming • SMS: .2p/sec 1. roaming IC charges 1Rs.Roaming Plan 98(Airtel/UE/GSM/19): • ONE TIME CHARGES 60 sec 98 Nill Nill while on home network.) • CALL CHARGES: Airtel GSM/CDMA 1.) Free Airtime on Pack (Rs.2p/sec Local Rates STD Rates 30p/min 50p/min • ISD: ISD tariffs stand revised as per list below for all new and existing customers. both prepaid and postpaid.2p/sec Landline 1.

012/Sec Rs. 0. 0.012/Sec Airtel Freedom 249 ILD / Roaming charges will continue at current tariffs and 60 sec pulse . 0.6 Rs.01/Sec Rs. 0. For New Customer the Price of this plan is Rs 96 Post Paid: Particular Call Charges – Local Airtel to Airtel Airtel to Mobile Airtel to Landline Call Charges – STD Airtel to Airtel Airtel to Mobile Airtel to Landline SMS Local (Per SMS) National (Per SMS) International ( Per SMS) Free Mints Free SMS Rs.5 Rs.00 10500 sec / Month to any Local Network 150Local/Month Rs. 5. Roaming OG Rate @ 60p/min A2A and 80p/min A2M.Local National International 1rs/SMS 1.01/Sec Rs. Roaming IC @ 60p/min.5rs/SMS 5rs/SMS • Other Detail: This Plan offers. 0. 0. 0.012/Sec Rs.The main account validity of this plan is one year. 0.012/Sec Rs.

offering voice and data services in 16 of the country's 23 license areas. Despite the official name being Vodafone Essar. Vodafone Essar provides 2G services based on 900 MHz and 1800 MHz digital GSM technology. It offers both prepaid and postpaid GSM cellular phone coverage throughout India and is especially strong in the major metros. 15%.VODAFONE ESSAR: Vodafone Essar. previously Hutchison Essar is a cellular operator in India that covers 16 telecom circles in India. Vodafone Essar. offering voice and data services in 16 of the country's 23 license areas. . and other Indian nationals. Essar Group 33%. previously Hutchison Essar is a cellular operator in India that covers 16 telecom circles in India Despite the official name being Vodafone Essar. Ownership: Vodafone Essar is owned by Vodafone 52%. its products are simply branded Vodafone. It offers both prepaid and postpaid GSM cellular phone coverage throughout India and is especially strong in the major metros. Vodafone Essar provides 2G services based on 900 MHz and 1800 MHz digital GSM technology. its products are simply branded Vodafone.

Along with the transition. Vodafone Essar is spending somewhere in the region of Rs 250 crores on this high-profile transition being unveiled today." While there is no revealing the prices of the low-cost Vodafone handsets. Incidentally. cheap cell phones have been launched in the Indian market under the Vodafone brand. After getting the necessary government approvals with regards to the acquisition of a majority by the Vodafone Group. Earlier this year. Vodafone penned a global low-cost handset procurement deal with ZTE. However. undercutting Reliance Communications' much-hyped 'Rang Barse' with cheap handsets beginning at Rs 777. It has been made available to its consumers from the 22nd of August. A popular daily quoted a Vodafone Essar director as saying that "the objective is to leverage Vodafone Group's global scale in bringing millions of low-cost handsets from across-the world into India. 2007. Previous Brands: In December 2006. 2007. reflecting the name of its previous owner. piping Reliance Communications. The company used to be named Hutchison Essar. Meanwhile. Hutchison. Vodafone Essar sources said there would be no discounts or subsidized handset offers -rather handset-bundled schemes for customers. consolidating its services under a single identity. The whole company was valued at USD 18. On September 20. Apple I Phone 3g: Vodafone has successfully launched the Apple iPhone 3G in India. There are plans to launch cobranded handsets sourced from global vendors as well. the company was rebranded as Vodafone Essar. The phone's launch saw a big celebration at select Vodafone stores and Vodafone sponsored malls across the country. 2007 Hutch becomes Vodafone in one of the biggest brand transition exercises in recent times.1 billion.On February 11. which is the owner of the remaining 33%. The marketing brand was officially changed to Vodafone on 20 September 2007. Hutch Essar re-launched the "Hutch" brand nationwide. the brand was marketed as Hutch.8 billion. . is expected to provide several Vodafone handsets in India. and Essar Group. Hinduja Group. Vodafone agreed to acquire the controlling interest of 67% held by Li Ka Shing Holdings in Hutch-Essar for US$11. the industry is abuzz that prices might start at Rs 666. The transaction closed on May 8. The Company entered into agreement with NTT DoCoMo to launch i-mode mobile Internet service in India during 2007. China's ZTE. which is looking to set-up a manufacturing unit in the country.

In 2006. Analjit Singh of Max still holds 12% in company. A recurrent theme is that its message Hello stands out visibly though it uses only white letters on red background. 2008: Vodafone launched the Apple iPhone 3G to be used on its 17 circle 2G network. Initially. By adopting this focused growth plan. Hutchison Telecom announced that it had entered into a binding agreement with a subsidiary of Vodafone Group Plc. Andhra Pradesh and Chennai 2003: Acquired AirCel Digilink (ADIL .Essar Subsidiary) which operated in Rajasthan. Delhi and Kolkata.Growth of Hutchison Essar (1992-2005): In 1992 Hutchison Whampoa and its Indian business partner established a company that in 1994 was awarded a license to provide mobile telecommunications services in Mumbai (formerly Bombay) and launched commercial service as Hutchison Max in November 1995. 1992: Hutchison Whampoa and Max Group established Hutchison Max 2000: Acquisition of Delhi operations Entered Calcutta and Gujarat markets through ESSAR acquisition 2001: Won auction for licenses to operate GSM services in Karnataka. Uttar Pradesh East and Haryana telecom circles and renamed it under Hutch brand 2004: Launched in three additional telecom circles of India namely 'Punjab'. to sell its 67% direct and indirect equity and loan interests in Hutchison Essar Limited for a total cash consideration (before costs. well-known brand and large distribution network -all vital to long term success in India. Then it also targeted business users and high-end post-paid customers which helped Hutchison Essar to consistently generate a higher Average Revenue per User ("ARPU") than its competitors. it was able to establish leading positions in India's largest markets providing the resources to expand its footprint nationwide. In February 2007. minimalist look. expenses and interests) of approximately US$11. it announced the acquisition of a company that held license applications for the seven remaining license areas. In these densely populated urban areas it was able to establish a robust network. By the time of Hutchison Telecom's Initial Public Offering in 2004. a service provider in Orissa and has successfully launched its services in the following circle. Hutch was often praised for its award winning advertisements which all follow a clean.1 billion or HK$87 billion. 'Uttar Pradesh West' and 'West Bengal' 2005: Acquired BPL. another mobile service provider in India 2008: Vodafone acquired Dish net Wireless. Another recent successful ad campaign in 2003 featured a pug named Cheeka . the company grew its business in the largest wireless markets in India – in cities like Mumbai. In a country growing as fast as India. Hutchison Whampoa had acquired interests in six mobile telecommunications operators providing service in 13 of India's 23 license areas and following the completion of the acquisition of BPL that number increased to 16. a strategic and well managed business plan is critical to success.

177 Maharashtra & Goa .594 Andhra Pradesh .216.282.1.2.310 The total is 44.Cellular Operator Association of India as of March 2008 was: • • • • • • • • • • • • • • • • • Delhi .93% of the total 192.508. our network follows.458 Karnataka .589 Kolkata .598 West Bengal & Andaman and Nicobar .520772 Punjab .934.501 Haryana .3.974.858.following a boy around in unlikely places.346 Tamil Nadu .601.243 or 22.429 Uttar Pradesh (East) -3.174.010.2.6.2.3.769 Mumbai . wherever you go.389 Gujarat .1.2. Subscriber Base: The Vodafone subscriber base according to COAI .126. Vodafone in Europe: Majority – owned Albania Czech Republic Germany Greece Hungary Ireland Italy Minority – owned France Poland No Ownership Austria Bulgaria Croatia Denmark Finland Iceland Lithuania Belgium Channel Islands Cyprus Estonia Faroe Islands Latvia Luxembourg .355.567 Chennai .451.939 GSM mobile connections in India till March 2008. with the tagline.825.1.820 Kerala .2.3.180.133 Orissa .2.208 Uttar Pradesh (West) -2.610.850.1.001.645.355 Rajasthan . The simple yet powerful advertisement campaigns won it many admirers.

On 29 June 1999 Vodafone completed its purchase of Air Touch Communications. Chris Gent would later say Mannesmann's move into the UK broke a "gentleman's agreement" not to compete in each other's home territory. the UK mobile operator.’s subsidiary Racal Strategic Radio Ltd. In July 1996 Vodafone acquired the two thirds of Talk land it did not already own for £30.6 million. The acquisition gave Vodafone a 35% share of Mannesmann. On 19 November 1996. a 181 store chain whose customers were overwhelmingly using Vodafone's network. The flotation valued Racal Telecom at GB£1. the O's in the Vodafone logotype are opening and closing quotation marks. In November 1999 Vodafone made an unsolicited bid for Mannesmann. To approve the merger.S. In September 1988 the company was again renamed Racal Telecom and on 26 October 1988 Racal Electronics floated 20% of the company. in a defensive move. In a similar move the company acquired the 80% of Astec Communications that it did not own. as it is a quotation mark in a circle. which was rejected. and changed its name to Vodafone Air touch plc. owner of the largest German mobile network. Trading of the new company commenced on 30 June 1999. a service provider with 21 stores. Inc. won one of two UK cellular telephone network licenses. Vodafone purchased Peoples Phone for £77 million. The network. The merger was completed on 4 April 2000. Vodafone's interest in Mannesmann had been increased by the latter's purchase of Orange. On 16 September 1991 Racal Telecom was demerged from Racal Electronics as Vodafone Group. wireless assets with those of Bell Atlantic Corp to form Verizon Wireless. Vodafone was launched on 1 January 1985. On 21 September 1999 Vodafone agreed to merge its U. In 1997 Vodafone introduced its Speech mark logo. suggesting conversation.7 billion. with Millicom and the Hambros Technology Trust owning 15% and 5% respectively. known as Racal Vodafone was 80% owned by Racal. Vodafone’s original logo used until the introduction of the speech mark logo in 1998. Racal Strategic Radio was renamed Racal Telecommunications Group Limited in 1985.Malta Netherlands Northern Cyprus Portugal Romania Macedonia Serbia Sweden Norway Slovenia Switzerland History: In 1982 Racal Electronics plc.On 29 December 1986 Racal Electronics bought out the minority shareholders of Vodafone for GB£110 million.2% stake in E-Plus Mobil funk. The hostile takeover provoked strong protest in Germany and a . Vodafone sold its 17.

Later that year on 17 October 2005 Vodafone Portugal launched a revised logo. The conglomerate was subsequently broken up and all manufacturing related operations sold off. On 1 July 2005 Oskar of the Czech Republic was rebranded as OskarVodafone. On 7 January 2003 the Company signed a group-wide Partner agreement with mobilkom Austria. In November 2004 Vodafone introduced 3G services into Europe. then part of eircom in Ireland. Warrington and Banbury.5million customers onto its base for £405million. Later that year the Company rebranded Japan's Jsky mobile internet service as Vodafone live! And on 3 December 2002 the Vodafone brand was introduced in the Estonian market with signing of a Partner Network Agreement with Radiolinja (East). (The rebranding of Oskar-Vodafone and ConnexVodafone also does not use the SIM card pattern. TDC Mobil-Vodafone etc. Radiolinja (East) later changed its name to Elisa. 1.) A custom typeface by Dalton Maag (based on their font family Inter Face) formed part of the new identity. then the largest corporate merger ever. . Croatia. and Slovenia were added to the community. The new concept involved the introduction of Vodafone international services to the local market. The concept would be used to extend the Vodafone brand and services into markets where it does not have stakes in local operators. adding sites in Stoke on Trent (England) to existing sites in Newbury (HQ). In April 2003 Og Vodafone was introduced in the Icelandic market and in May 2003 Vodafone Italy (Omnitel Pronto-Italia) was rebranded Vodafone Italy.e. Austria. Cyta agreed to rename its mobile phone operations to Cyta mobile-Vodafone. with the signing of a Partner Network agreement with Bite. which had introduced camera phones first in Japan. In April 2004 the Company purchased Single point airtime provider from John Caudwell (Caudwell Group) and approx."titanic struggle" which saw Mannesmann resist Vodafone's efforts. Birmingham. It then went on to acquire Japan's third-largest mobile operator J-Phone. using new text designed by Dalton Maag.) In February 2002 Finland was added into the mobile community. In June 2005 the Company increased its participation in Romania's Connex to 99% and also bought the Czech mobile operator Oskar. and a 3D version of the Speech mark logo. On 21 July 2003 Lithuania was added to the community. and rebranded it as Vodafone Ireland. where the Vodafone brand is added at the end of the local brand. Also. (i. without the need of investment by Vodafone. In 2001 the Company took over AirCel. On 17 December 2001 Vodafone introduced the concept of "Partner Networks" by signing TDC Mobil of Denmark. Vodafone services would be marketed under the dual brand scheme. Radiolinja later changed its named to Elisa. on 3 February 2000 the Mannesmann board agreed to an increased offer of £112bn. The EU approved the merger in April 2000.. As a result. various operating companies started to drop the use of the SIM card pattern in the company logo. However. but still retaining a red background and white writing (or vice versa). In February 2004 Vodafone signed a Partner Network Agreement with Luxembourg's Lux GSM and a Partner Network Agreement with Cyta of Cyprus. as Radiolinja is signed as a Partner Network.

On 5 October 2006 Vodafone announced the first single brand partnership with Og Vodafone which would operate under the name Vodafone Iceland and on 19 December 2006 the Company announced the sale of its 25% stake in Switzerland's Swisscom for CHF4. as Airtel was signed as Partner Network in both crown dependencies. Swisscom would still be part of the community as a Partner Network. Sir Christopher Gent. Vodafone Sweden became a Partner Network. After the deal. Front page was now charged for and previously "bundled" data allowance was removed from existing contract terms. enabling its Latvian subsidiary "BITE Latvija" to become the latest member of Vodafone's global partner community. In December 2005 Vodafone won an auction to buy Turkey's second-largest mobile phone company. In December 2005 Vodafone Spain became the second member of the group to adopt the revised logo: it was phased in over the following six months in other countries. sales and credit control. In April 2006 the Company announced that it has signed an extension to its Partner Network Agreement with BITE Group. which is part of mobilkom Austria group. a center of expertise for the company dealing with Customer Care for its higher value customers. Early in January 2007 Telsim in Turkey adopted Vodafone dual branding as Telsim Vodafone and on 1 April 2007 Telsim Vodafone Turkey dropped its original brand and became Vodafone Turkey. On 30 May 2006 Vodafone announced the biggest loss in British corporate history (£14. quits following rumors of boardroom rifts.5 billion. On 1 May 2007 Vodafone added Jersey and Guernsey to the community. Finally in December 2006 the Company completed the acquisition of Aspective. .25 billion (£1. a service with Windows Live Messenger and Yahoo! Messenger. signaling Vodafone's intent to grow a significant presence and revenues in the ICT marketplace. also adopting the new logo.8 billion). After the sale. In 1 February 2006 Oskar Vodafone became Vodafone Czech Republic. an enterprise applications systems integrator in the UK. After the deal. In 2006 the Company rebranded its Stoke-on-Trent site as Stoke Premier Centre. On 12 March 2006 former chief.9 billion) and plans to cut 400 jobs. All cancellations and upgrades started to be dealt with by this call centre. adopting the revised logo and on 22 February 2006 the Company announced that it was extending its footprint to Bulgaria with the signing of Partner Network Agreement with Mobility. On February 2006 the Company closed its Birmingham Call Centre. technical support. On 24 July 2006 the respected head of Vodafone Europe. Telsim.On 28 October 2005 Connex in Romania was rebranded as Connex-Vodafone and on 31 October 2005 the Company reached an agreement to sell Vodafone Sweden to Telenor for approximately €1 billion. On 5 January 2006 Vodafone announced the completion of the sale of Vodafone Sweden to Telenor. Also in April 2006 Vodafone Sweden changed its name to Telenor Sverige AB and Connex-Vodafone became Vodafone Romania. In June 2007 the Vodafone live! Mobile Internet portal in the UK was relaunched. Bill Morrow. On 1 August 2007 Vodafone Portugal launched Vodafone Messenger.5 billion due to the revaluation of its Mannesmann subsidiary. it reported one-off costs of £23. quit unexpectedly and on 25 August 2006 the Company announced the sale of its 25% stake in Belgium's Proximus for €2 billion. All users were given access to the "full" web rather than a Walled Garden and Vodafone became the first mobile network to focus an entire media campaign on its newly launched mobile Internet portal in the UK. for $4. Proximus was still part of the community as a Partner Network. who was appointed the honorary post Chairman for Life in 2003.

In May 2008 Kall of the Faroe Islands rebranded as Vodafone Faroe Islands.On 17 April 2008 Vodafone extended its footprint to Serbia as VIP mobile was added to the community as a Partner Network and on 20 May 2008 the Company added VIP Operator as a Partner Network thereby extending the global footprint to Macedonia.5 1.5 1.5 1 1 1 1.5 1 1.) Net Talk Value Validity Grace Period Monthly Rental (Rs. Prepaid Plan: Particular Initial One Time Charges MRP (Rs.5 1 1 1 1.) Details of Recharge Coupon Denomination value (Rs) (inclusive of all taxes) Net Talk value (Rs) Validity (days) Pulse rate for local calls (sec) Airtime charges per minute Outgoing composite rate Local calls (Rs / min) Vodafone to Vodafone 1 1 1 1 1.5 10 Lifetime 60 0 Lifetime 60 0 Lifetime 60 0 Lifetime 60 199 25 99 49 199 10 Lifetime NA NA 25 0 Lifetime NA NA 99 0 Lifetime NA NA 49 0 Lifetime NA NA Prepaid To all mobiles in Uttar Pradesh / 1 Uttarakhand** To all landlines in UP East To all landlines in UP West STD calls (Rs / min) To any GSM / WLL / Fixed ISD calls (Rs / min) 1.5 .5 1.

4 6. Rest of Europe Rest of World (excluding special countries & iridium/Inmarsat calls) Inmarsat/ Iridium Calls Incoming calls SMS Rates (Rs / SMS) To any local number in UP East circle To any national number outside UP East circle International All information service (like 56789. Africa. Guinea – Bissau (Republic of). Australia.5 5 3 Yes 99p 1. New 6. Mobile phones to Europe. India times etc.4 6.5 5 3 Yes The ISD rates are applicable from 1st June 2009 * Premium countries: Sao Tome and Principe (Democratic Republic of).4 Zealand & UK SAARC. Tokelau. Cuba. South East Asia. Australian External Territories.5 5 3 Yes 11 15 45 550 Free 6.) Whether carry forward of unused amount allowed Other benefit 99p 1. Diego Garcia. Vanuatu (Republic of). Nauru (Republic of). Solomon Islands. Middle East. Fixed landline to Australia. Canada. UAE Rest of Africa. Cook Islands.5 5 3 Yes 99p 1.US. Yahoo. .4 10 11 15 45 550 Free 10 11 15 45 550 Free 10 11 15 45 550 Free 99p 1. Tuvalu. New 10 Zealand Gulf.

Considering this fact.LITERATURE REVIEW • The Value of Customer Satisfaction By “Andrew Mennie”. They need to bridge the gap between the services promised and services offered. A reference to these entire studies will be related in the contest of the shaping the present study. aged between 20 and 29. Kalpana and Chinnadurai (2006) in their study titled “Promotional Strategies of Cellular Services: A Customer Perspective” analyzed that the increasing competition and changing taste and preferences of the customer’s all over the world are forcing companies to change their targeting strategies. in his study analyzed that it is the youth which is the real growth driver of the telecom industry in India. Though the telecom industry is growing rapidly. It was found that advertisement play a dominant role in influencing the customers but most of the customers are of opinion that promotional strategies of cellular companies are more sale oriented rather than customer oriented. Kumar (2008). Data was collected from a sample of 208 mobile phone owners. Findings of the study would be helpful for the telecom service providers and handset manufacturers to formulate a marketing strategy for different market segments. India's telecom density is less than the world's average telecom density as most of India's market is yet to be covered. The researcher would gain good background knowledge of the problem by reviewing certain studies. in their study titled “Customer Satisfaction and Discontentment vis-a-vis BSNL Landline Service: A Study” analyzed that at present.A brief literature would be of immense help to the researcher in gaining insight into selected problem. The study sheds light on how gender. The overall customers’ attitude towards cell phone services is that they are satisfied with the existing services but still they want more services to be provided. the paper is an attempt to give a snapshot of how frequently young people use their mobile phones for several embodied functions of the cell phones. services marketing plays a major role in the national economy. Jha (2008). • • • • . General Manager eGain Communications EMEA:. Kalavani (2006) in their study analyzed that majority of the respondents have given favorable opinion towards the services but some problems exist that deserve the attention of the service providers. telecom industry is the most active and attractive. The study revealed the customer attitude and their satisfaction towards the cellular services in Coimbatore city. In the service sector. monthly voucher amount and years of owning mobile phones influence the usage pattern of this device.

by using both primary and secondary data. The selection of method depends on the nature of problem selected and kind of data necessary for the solution. In a research various methods are used.RESEARCH METHODOLOGY Research Methodology: Research Methodology refers to search of knowledge. which has its primary objective the provision of insights into and comprehension of the problem situation confronting the research. In Research Methodology we study the various steps that are generally adopted by a researcher in his research problem along with the logic behind them. Objectives of the Study: The research is a cross sectional analysis between two cellular service providers of Gujarat namely AIRTEL and VODAFONE. Exploratory research was performed to gain detailed knowledge and understanding of services provided by Vodafone and Airtel. What is the consumer satisfaction level by the services offered from the service provider? Research Design Used In the Project: The research design used in this project is “Exploratory research”. Source of Data: . This research is done to find the following objectives: 1. One can also define research methodology as a scientific and systematic search for required information on a specific topic. Exploratory research: Exploratory research is one type of research design.

magazines. Sampling Method: The sampling method used was basically convenience sampling. • Types of secondary data used: In this project the secondary data used was of the following types i. government publications. Full text database was obtained from the websites of Airtel and Vodafone to get the details. ii. Internal secondary data: The data which is available within the organization – was obtained from the website of companies. professional organizations. Computerized databases used in this project: i. and was obtained from the internet. Data Taking Technique: I have used “Questionnaire” for collecting the data. Bibliographical data base is the one which is obtained from journals. Such online publications were accessed to obtain definitions of terms used in this article. Limitations of the Study: Carrying the survey was a general learning experience for us but we also faced some problems. newspapers etc. External secondary data: The data which is obtained from sources external to the organization as commercial publications. Secondary data is the data compiled by someone other than the user. It includes published data in the form of documents. trade association’s professional marketing research agencies etc. which are listed here: . research papers. Secondary Source of Data: For this project secondary data is also used. Sample Size: The study is based on sample size of 200 people who are using services provided by Vodafone and Airtel. ii. government publications. web pages and other organizational records.• Primary Source of Data: The primary data is in the form of questionnaire which is used to gather investor’s views services provided by Vodafone and Airtel in Gujarat. All secondary data used in this project was in the electronic form.

 The market of Telecommunication is too vast and it is not possible to cover each and every dealer.  Due to human behavior information may be biased.  Some of the respondents were using the service first time of their company and they were not able to properly differentiate among their product. Mainly in Tata case. so they were unable to provide exact information.  Respondents were reluctant to discover complete and correct information about themselves and their organization. manufacturer and seller in the available short span of time. .  Generally the respondents were busy in their work and were not interested in responding rightly.  Most of the respondents don’t want to disclose the information about the various other companies’ which they have experienced before.  Most respondents were not maintaining proper knowledge of various services provided by their company.

ANALYSIS & INTERPRETATION Age (in years) Up to 25 58 26 .35 60 36-45 62 46 & above 20 Interpretation: .

which is 62 out of 200 respondents (31%) Sex Male 108 Female 92 Interpretation: . From this data we can say that more number of middle age people are using Vodafone and Airtel.

Education Level High School 40 Under Graduate 59 Graduate & above 73 Other 28 Interpretation: . There are more number of Male (54%) candidates are using Vodafone / Airtel then the Female (46%) candidates.

 There are more number of candidates are graduates (37%) who are using Vodafone / Airtel. Occupation Student 31 Serviceman 47 Professional 53 Businessman 51 Other 18 . (29%) candidates are under graduate. and 20% are in high school.

Who is your current service provider? Airtel 91 Vodafone 109 Interpretation:  In current era there are more number of Vodafone users (55%) then the Airtel (45%) . There are only (15%) of students are using services provided by Vodafone or Airtel.Interpretation:  There are more number of Professionals (27%) / Businessmen (26%) preferred Vodafone or Airtel.

Which category of service you are using Prepaid 108 Postpaid 92 Interpretation:  Respondents who are using Vodafone or Airtel from them Prepaid service users (54%) are more than the Postpaid (45%) .

) < 500 70 501 . which is 41%. And 35% of people are spending less than 500 Rs.What is your spending per month? (In Rs.700 82 701 . For how long you are using this mobile connection? < 6months 56 6month . Per month.12month 84 > 12months 60 .1000 42 > 1000 6 Interpretation:  From this data we can say that there are more number of people who are spending approximately 500-700 Rs.

Interpretation:  On the basis of the data we can say that there are people who are using services of Vodafone and Airtel since last 6-12 months (42%). 30% are using services since last 6 months. and 28% are using services more than 12 months. What were the reasons for choosing this mobile connection? Recommended by friends or relatives 48 Recommended by retailers 54 Brand Image 78 Tariff Plan 20 Interpretation: .

MMS.Very much satisfied. (*Other Value Added Services like: GPRS. 2 .Neutral. 1 . 3G. 4 .Dissatisfied. Caller Tune. There are 78% of people are not consider tariff plan while purchasing the connection. 3 . and Chatting) (Note: 5 .Very Much Dissatisfied) . There are 10% of people who are price sensitive they are choosing connection on the basis of Tariff Plan. Did you consider tariff plan while purchasing your connection? Yes 44 No 156 Interpretation:  There are more number of users are businessmen and Professional who less price sensitive by nature and not consider tariff plan at the time of purchase of any connection. Please mention your satisfaction level for services provided by your operator. Fax. On the basis of data we can say that people are choosing connection because of their Brand name (39%) in the market. E-mail.Satisfied.

15% peoples are satisfied because of SMS or Roaming Facility provided by Vodafone or Airtel. Has company provided you any special recognition as a long standing customer? . There are 17% of people are satisfied because of Network Quality.Current Tariff 801 Network Quality 914 SMS Facility 816 Roaming Facility 809 Voice Mail Services 586 Value Added Services* 857 Customized Services 653 Interpretation:  From this data we can say that people are using Vodafone or Airtel because of services provided by them. 16% people are satisfied because of Value Added Services provided by Vodafone/Airtel.

Would you like to go for more connections? Yes 152 No 48 If Yes. Which one you like to buy: Airtel 73 Vodafone 79 . Such as special offers for special person only.Yes 107 No 93 Interpretation:  There are 53% of subscribers are getting special recognition as a long standing customer.

Interpretation:  There are 152 out of 200 subscribers are ready to go for more connection. which asks the respondents whether they would like to for more connection or not during their next purchase. Chi – Square test is used to test the hypothesis. which is 76% and out of those subscribers 52% are looking for Vodafone as their new connection compare to Airtel (48%) HYPOTHESIS TESTING H0: The time period of usage would not increase the chances of purchasing the same connection next time.12 Months More than 12 months Less than 6 months VODAFONE FOR NEXT PURCHASE(ACTUAL) YES NO 30 11 TOTAL 41 . test this hypothesis we have used question number 14. The observed or the actual frequency is as follows: AIRTEL FOR NEXT PURCHASE(ACTUAL) YES 23 36 10 TOTAL 69 NO 10 9 3 22 Total 33 45 13 91 Less than 6 months 6 . To. H1: The time period of usage would increase the chances of purchasing the same connection next time.

6 .12 Months 25. we reject the null hypothesis and we accept alternate hypothesis. i. we got the calculated values as 16.86 More than 12 months TOTAL 69 NO 7.55 More than 12 months TOTAL 73 36 TOTAL 41 30 38 109 After applying the Chi – Square test on both Vodafone and Airtel.09 9.91 6 .12 Months 9. the time period of usage would increase the chances of purchasing the same brand next time.e.14 22 TOTAL 33 45 13 91 VODAFONE FOR NEXT PURCHASE(EXPECTED) YES NO 27.99.45 12.02 Less than 6 months 34.12 6 . the value is 5.15 and 21. Since the calculated value is more than the critical value. .54 Less than 6 months 20.12 Months More than 12 months TOTAL The expected frequency is as follows: 16 27 73 14 11 36 30 38 109 AIRTEL FOR NEXT PURCHASE(EXPECTED) YES 25.53 the table value of Chi – Square at degree of freedom 2 and level of significance 5%.88 3.46 13.98 10.

15% of subscribers are satisfied because of SMS or Roaming Facility provided by Vodafone or Airtel. There are more number of Professionals (27%) / Businessmen (26%) preferred Vodafone or Airtel. . There are 17% of subscribers are satisfied because of Network Quality. There are people who are using services of Vodafone and Airtel since last 6-12 months (42%). and 28% are using services more than 12 months. In this current era there are more number of Vodafone users (55%) then the Airtel (45%). 30% are using services since last 6 months. 16% of subscribers are satisfied because of Value Added Services provided by Vodafone/Airtel. and only (15%) of students are using services provided by Vodafone or Airtel.FINDINGS AND SUGGESTIONS Findings: • • • • • • There are more number of Male (54%) subscribers of Vodafone / Airtel then the Female (46%). Subscribers are using Vodafone or Airtel because of services provided by them. More number of subscribers are using Vodafone/Airtel because of their Brand Name (39%).

Various VAS (Value Added Services) provided by company does not seems to be satisfying their users. But one has to . Network signal should reach underground basement with voice clarity. which is 76% and out of those subscribers 52% are looking for Vodafone as their new connection compare to Airtel (48%) Suggestions: • • • • • • • • Sim card activation should not take more than 24 hrs. They should introduce more reward-based schemes for its customers. Customers are not satisfied with MMS is perceived costlier. MMS is now in demand having sound and video messages.• There are 152 out of 200 subscribers are ready to go for more connection. on same network without any charges.100 to attract students who forms majority of mobile phone users. Free unlimited call to 1 or 2 nos. This is one company in the industry that can be found delivering as per their customer expectations. but with all the companies in the industry. This should be provided at low cost. Then we have example of Vodafone. More talk time should be given on recharge coupon.1/SMS. SMS is the need of students and easy way to stay in touch and have fun. Rent should be brought down to minimum Rs. Airtel is to be found the best service provider of network service and customer care service as well. Local SMS charges should brought down to less than 30 paisa as compared to Rs. Users of Vodafone are not satisfied with company customer care service as it is a difficult process Airtel and Vodafone performance are good but Gap exists not just with them. (A Tribute to LOVEBIRDS) CONCLUSION • • • • Now users of Airtel have rated it as a best company for value of money but still they are not satisfied with some of company’s strategies. Satisfaction levels of Vodafone customers are comparatively more than Airtel customers. So this is the Gap between Airtel users and company performance. That’s why customers have rated it not as satisfactory but excellent.

And they expect from company to offer some of the VAS at some of the competitive prices. “Customer Satisfaction and Discontentment vis-a-vis BSNL Landline Service: A Study” Kalpana and Chinnadurai (2006) in their study titled “Promotional Strategies of Cellular Services: A Customer Perspective” Reference Book: . Users of Airtel paying more for value added services. General Manager eGain Communications EMEA. Kumar (2008). BIBLIOGRAPHY • • • The Value of Customer Satisfaction By “Andrew Mennie”.pay more for superior service and Airtel is one example of such service. Price is the only Gap exists in Airtel between company and users.

co.in/webapp/Communications/rcom/Aboutus/aboutus_home.org www.in/ http://www.jsp www.scibad. Nasreen Taher Marketing Research – G.com .sheartearmpaper.airtel.wikipedia. C.co. Beri Research Methodology – C.gov.trai.in/t-aboutus-ttsl-organization.aspx http://www.R Kothari Principles of Marketing – Philip Kotler Magazines: • Business India Web Resources: • • • • • • http://www.• • • Indian Telecom Industry by Mr.com www.vodafone.

2. Name: ___________________________________________ Age: Up to 25 years 26 – 35 years 36 – 45 years .ANNEXURE QUESTIONNAIRE “COMPARATIVE STUDY OF CUSTOMER SATISFACTION BETWEEN AIRTEL & VODAFONE MOBILE USERS IN RAJKOT” 1.

46 years & above 3. Sex: Male Female Education Level: High School Under Graduate Graduate & Above Other: _________________ Occupation: Student Serviceman Professional Businessman Other: _________________ Who is your current service provider? Airtel Vodafone Postpaid Which category of service you are using: Prepaid 4. 7. 6. . What is your spending per month: < 500 501 – 700 701 – 1000 > 1000 For how long you are using this mobile connection? < 6 months 6 – 12 months > 12 months 9. 8. 5.

MMS. What were the reasons for choosing this mobile connection? Recommended by friends or relatives Recommended by retailers Brand Image Tariff Plan Did you consider tariff plan while purchasing your connection? Yes No Please mention your satisfaction level for services provided by your operator. Fax. E-mail. and Chatting) . Services Current Tariff Network Quality SMS Facility Roaming Facility Voice Mail Services Value added Services* Customer Care Services Customized Services (*Other Value Added Services like: GPRS. Very Much Satisfied Satisfied Neutral Dissatisfied Very Much Dissatisfied 11. 12.10. 3G. Caller Tune.

____________________________________________________________________ ____________________________________________________________________ ____________________________________________________________________ ____________________________________________________________________ ____________________________________________________________________ __________ . Which one you like to buy: Please provide us with your valuable suggestion for improving our services 15.13. Would you like to go for more connections? Yes Airtel No Vodafone If Yes. Has company provided you any special recognition as a long standing customer? Yes No 14.