A

SYNOPSIS
ON
SATISFACTION LEVEL OF SERVICE

PROVIDED BY TATA INDICOM

In the partial fulfillment of the requirement for

The award of the degree of

Master of Business Administration

2015-2017

SUBMITTED TO : SUBMITTED BY
Mrs. Parul Kumar Priyanshree Tomer
MBA 4th Sem.
Roll No. 1508570084

S.D. COLLEGE OF MANAGEMENT STUDIES,

MUZAFFARNAGAR
 Objectives of the study

To study the customer evaluation of TATA Indicom services at market.

To know the age and gender wise classification for usage of telecommunication facility.

To find out which all services have been tried by the respondents so far

To know the customers opinion about the competitors of TATA Indicom

To know the factors affecting the purchasing behavior of telecommunication customers.

To find out the attributes that affects the buying behavior of the TATA indicom service

To find the customers attitude towards TATA Indicom services

To find out the customers opinion about the hand set which provide by TATA Indicom.

To know the satisfaction level of recharge vouchers offered by the company.

To find the reasons for cancellation of TATA Indicom connection.

 RESEARCH METHODOLOGY

According to Clifford Woody Research comprises defining and redefining problems

formulating hypothesis or suggested solutions; collecting organizing and evaluating data;

making deductions and reaching conclusions; and at last carefully testing the conclusions to

determine whether they fir the formulating hypothesis.

Research approaches

Descriptive research :-
The research study is conducted through descriptive research. Descriptive research design is a

scientific method which involves observing and describing the behavior of a subject without

influencing it in any way or to identify the cause of something that is happening. For

instance, this research could be used in order to find out what age group is buying a particular

Brand of the product, where a companys market share differs between geographical region

or to discover how many competitors a company has in their conducting the research must

comply with strict research requirement in order to obtain the most accurate figures / results

possible.

Research design

A research design is the determination and statement of the general research approach or

strategy adopted for the particular project.

 Sample size
The number of sample is 110 from kottayam city, which fulfills the requirement. Each

respondent is treated as a case of detailed analysis

Sampling design

Convenience sampling is used for this study. Convenience sampling is used in exploratory

research where the researcher is interested in getting an inexpensive approximation of the

truth. As the name implies, the sample is selected because they are convenient. This non

probability method is often used during preliminary research efforts to get a gross estimate of

the results, without incurring the cost or time required to select a random sample.

Data collection method

For the accumulation of data the sources were primary and secondary data.

Primary Data:

These data are raw material. They are the measurement observed and recorded as a part of

original study. They are original in character. The investigator or researcher directly collects

this data. The basic form of obtaining this data is by observing and questioning.

The Primary data was a detailed interview schedule with the help of a detailed questionnaire.

The samples were drawn purposively from various areas for the relevance of the study.

Discussions were held with the general, branch manager and executives of the company to

design and execute the research

Secondary Data:
They are not originally drawn by the researcher as fresh data. These are collected by some

other person for this purpose and published. These types of data can be collected through

various sources.

For this study the secondary data were collected from magazines ,journals , references and

websites and manuals of the TATA Indicom.

Tools and techniques of analysis

Percentage analysis and statistical tools were used in the study. The statistical tools used for

data analysis are Rank correlation and hypothesis testing. ANOVA and t test had applied

for hypothesis testing.

D2
1[6 ]
Rank Correlation = n ( n 21 )

If Rank Correlation is negative we can say that there is no correlation between the variable, if

rank correlation is positive we can say that there is a relation between the variable, if the

Rank correlation is less than.06 we can say that there is a low degree of relation between the

variable, if rank correlation greater than .06 we can say that there is high degree of relation

between the variables and if Rank Correlation is very nearer to 1 such as .99 we can say that

there is very high degree of relation between the variable.

INTRODUCTION
Communication has been one of the most important aspects of the growth of human society

and culture. Telecommunications, the transmission of signals over a distance for a purpose of

communication, is also very important. It provides business, money and market stability in

the world. The telecom sector is one of the leading contributors to India's flourishing

economy. Telecommunication Sector Opportunities in India assures a transparent, safe, and

secured ambiance for the telecom market. It include introduction of Internet telephony

services, privatization of VSNL, and introduction of a number of international long distance

services sector. The opportunities in the Indian telecom sector is increasing at a massive pace

with the introduction of newer and innovative schemes in various sectors and at present the

telecom sector in India is claimed to be one of the major contributors in India's flourishing

economy.

TATA is a rapidly growing business group based in India with significant international

operations. The TATA name is a unique asset representing leadership with trust. TATA

Teleservices spearheads the Groups presence in the telecom sector. Incorporated in 1996,

TATA Teleservices was the first to launch CDMA mobile services in India with the Andhra

Pradesh circle. TATA Teleservices has established a robust and reliable 3G ready telecom

infrastructure that ensures quality in its services.

Customer satisfaction in telecommunications will reflect the service delivery process as

experienced by customers. The interaction between customers and the delivery system is

effected via alternative contact points; each one of them will be investigated for its impact on

the overall customer satisfaction. That is, the service delivery system can be decomposed into

alternative customer contact points that shape customers' overall judgment about the

organization. Each contact point may retain a relative independence concerning criteria of

customer satisfaction such as personnel, speed, reliability, and pricing.

The objectives of this study are to find the customers attitudes towards the TATA Indicom

services and to know the reasons for cancellation of the services. This study helps to find out

the factors affecting purchasing behavior of telecom products and to know customers

opinion to the services offered by the TATA Indicom.

Limitations of the study

 Lack of Universal application: - since the study had been conducted only in a selected region

and only in telecom consumers, the applicability of the study in different region and

consumer products are restricted.

Probability based study: - Study is being done with the aid of Convenience sampling. Hence

the entire customers had not been considered for their feedback and the inference drawn on

the basis of selected sampling.

Business of the respondents: - Walk in respondents were busy with their schedule and hesitate

to cooperate with the researcher and because of their rushing to home or office, they had

completed the questionnaire quickly which may yield some inherent errors.

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