A STUDY ON CUSTOMER SATISFACTION IN RELIANCE

INDIA MOBILE, COIMBATORE

Report submitted in the partial fulfillment of the requirements of the

award of the Degree of

BACHELOR OF BUSINESS MANAGEMENT

WITH COMPUTER APPLICATION

Report submitted by

ALFIYA BANU JESEENA

(0825G0002) (0825G0018)

Under the guidance of

Mrs.S.KANTHIMATHI, M.B.A, M.Phil, PGDCA, Ph.D.

DEPARTMENT OF BUSINESS
MANAGEMENT
WITH COMPUTER APPLICATION

SRI RAMAKRISHNA COLLEGE OF ARTS

&SCIENCEFOR WOMEN

(AN ISO CERTIFIED INSTITUTION,

AFFILIATED TO BHARATHIARUNIVERSITY)
MARCH 2011
 CONTENTS

S.NO PARTICULARS PG.NO

List of Tables
List of Charts
Synopsis
Introduction to the Study
1.1. Objectives of the Study
1.2. Scope of the Study
1.3. Limitations of the Study
2.1. About the Study
2.2. About the Company
Review of Literature
Research Methodology
Analysis and Interpretation
Findings, Suggestions and Conclusion
6.1. Findings
6.2 Suggestions
6.3. Conclusion
Bibliography
Appendix
LIST OF TABLES
 List of Table
Sl. Page No.
Particulars
No.
1. Table showing gender of Respondent.
2. Table Showing Respondent Age.
3. Table Showing Educational qualification of Respondent
4. Table Showing Respondent monthly income
5. Table Showing model of Reliance
6. Table Showing model of Nokia
7. Table Showing reason for opting the handset.
8. Table Showing Handset prefer of Respondent
9. Table Showing aware of new schemes
10. Table Showing media of advertisement
11. Table Showing benefits of Respondent
12. Table Showing satisfaction of SMS pack
13. Table Showing speedy reach of SMS
Table Showing satisfactory level of service from web world
14.
express.
15. Table Showing services provided by web world express.
16. Table Showing coverage availability of Reliance
17. Table Showing Respondent satisfaction of roaming facility
18. Table Showing price Rate of Reliance
19. Table Showing billing problem of Respondent.
20. Table Showing satisfied web world facility provided by Reliance
21. Table Showing Reason for preference of Reliance Mobile
22. Table Showing awareness of Reliance helpline number
23. Table Showing Respondent satisfaction about price of handset.
24. Table Showing usage of Reliance handset
LIST OF CHARTS
Sl. Page No.
Particulars
No.
1. Chart showing gender of Respondent.
2. Chart Showing Respondent Age.
3. Chart Showing Educational qualification of Respondent
4. Chart Showing Respondent monthly income
5. Chart Showing model of Reliance
6. Chart Showing model of Nokia
7. Chart Showing reason for opting the handset.
8. Chart Showing Handset prefer of Respondent
9. Chart Showing aware of new schemes
10. Chart Showing media of advertisement
11. Chart Showing benefits of Respondent
12. Chart Showing satisfaction of SMS pack
13. Chart Showing speedy reach of SMS
Chart Showing satisfactory level of service from web world
14.
express.
15. Chart Showing services provided by web world express.
16. Chart Showing coverage availability of Reliance

17. Chart Showing Respondent satisfaction of roaming facility

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

The project entitled, A study on customer satisfaction with special

reference to Reliance India Mobile was conducted in Coimbatore city, to identify
the influencing factors in service of cell phone, and respondents selected were
Business people employees and students. The information was collected through
personal interview with the help of structured questionnaire. The collected data
were analyzed and results were drawn.
 INTRODUCTION

THEORITICAL BACKGROUND OF TOPIC

Customer satisfaction
 Whether the buyer is satisfied after purchase depends on the officers
performances in relation the buyers expectation.

Satisfaction is a persons feelings of pleasures or disappointment

resulting from comparing a products perceived performance in relation to his or
her expectation.

As this definition makes clear satisfaction is a function of perceived

performance and expectation. If the performance falls short of expectation, the
customer is dissatisfied. If the performance matches the expectation, the customer
is satisfied. If the performance exceeds expectation, the customer is highly satisfied
or delighted.

HISTORY OF COMMUNICATION INDUSTRY

(TELEPHONE)
 Alexander Graham Bell is the Father of Telephone Communication
Experimenting in his modest laboratory in Boston Massachusetts, in 2nd June 1875.

The First Commercial telephone exchange opened in new Howen, in

1878 between Boston and New York were liked by service in 1884 and in 1892
long distance. Facilities were inaugurated between New York and Chicago, a
distance of about 800 miles.

Once the initial problems had been should, the growth of the
telephone was nothing less than phenomenal by 1921, the world had about 25
million phones.

The telephone really expanded its network in the 1950s and there
after astronomically.

ABOUT THE MOBILE SERVICE

 People all over the world feel the need in touch whether it is personal
or business until today the telephone had been the most important communication
tool. Even still in a few year back, success in business depends in hours a person
spent in the office. Most of the times he would just wait to make or receiving an
important phone calls.

The world now has become even smaller and all credit is due to the
introduction of mobile technology. Now the Mobile phone brings to people where
new way of communicating without wires. People no longer need to be tied down
at one place just for a phone can for fear of mission over are important business
opportunity.
 COMPANY PROFILE

COMPANY PROFILE
INTRODUCTION
 The Reliance Group founded by Mr. Dhirubhai H. Ambani who has built the
group on the principal that the vital needs to the society should be turned into
variable Business opportunities.

The Group founder and the Chairman, Mr. Dhirubhai H. Ambani 1932s
Indias largest Business house with total revenue at over Rs. 99,000 crore and
export of Rs. 15,900 crores.

The group activities span exploration and production (Exp) of oil and gas,
retaining and marketing textiles, financial services insurance, power, telecom and
info-com initiatives. The group export its products to more than 100 countries the
world over. Reliance emerged as Indias most admired business house, for the third
successive year in a TNS mode survey for 2003 with globally competitive capital
and operating cost positions. Reliance group dominates the rapidly growing Indian
market deriving over 80% of its revenues from the domestic.

CHAIRMAN & MANAGING DIRECTOR - Mr. DHIRUBHAI H. AMBANI

EXECUTIVE DIRECTOR - Nikhil R. Meswani

Hital R. Meswani

H. S. Kohli

Reliance Info Comm is the come of the late visionary Dhirubhai

Ambanis (1932-2002) dream to herald a dig in India by bringing affordable means
of information and communication to the door steps of cost popular.

Reliance Info Comm is a pan India high capacity, integrated (wireless

and wire line) and convergent digital network designed to after services, that span
the entire Info Comm value Chain-Infrastructure applications and consulting. The
network is designed to deliver services that will for life for a New India.
 OBJECTIVES

OBJECTIVES OF THE STUDY

1. To analyse the present & future customer service wanted.

2. To identify and analyse the customer satisfaction of Reliance India

Mobile.

3. To study the users expectation and their suggestions of Reliance Cell

Phone.

LIMITATIONS OF THE STUDY

1. The time period for the study is very limited.

2. The sample sizes were restricted only to 110 customers.

3. The study is restricted to Coimbatore city only so it cannot be

generalized.
 RESEARCH
METHODOLOGY

DESIGN OF THE STUDY

METHODOLOGY

In this study the type of research adopted was descriptive research. Its
accuracy portrays the characteristics of a particulars individual situation or a group.

Descriptive research includes surveys and fact-findings enquirer of

different kinds. The major purpose of the state of affairs, as it exits as present.

SOURCE OF DATA

Primary Data:

The primary data are those which are collected a fresh and for the first
time and thus happen to be the original in character. This study was conducted to
know the current position of the market.

Personal observation and questionnaires are the two basic means of

obtaining primary data. The primary data are collected through personal interview
using a questionnaire.

Secondary Data:

It was collected from websites and books.

Sample size:

Total number of sample size was 110.

Sample technique:

Convenience random sampling. The respondents were met personally

to collect data from them.

Tools for analysis:

Statistical tools like simple percentage and Chi-square analysis were

used to analysis the data.
 ANALYSIS AND
INTERPRETATION

TABLE 1
Table Showing Gender of Respondent

Number of Percentage
Sl. No. Gender
respondent (%)

1 Male 72 65.5

2 Female 38 34.5

Total 110 100

Interpretation:

From the above table it is clear that, 65.5% (the majority) of respondent are
male and 34.5% of respondent are female.

TABLE 2
Table Showing Age group of Respondent

Number of Percentage
Sl. No. Age
respondent (%)

1 Below 18 21 19.1

2 18 40 86 78.2

3 40 - 60 3 2.7

4 Above 60 0 0

Total 110 110

Interpretation:

From the above table it is clear that, the 19.1% of respondent are in
the age category of below 18, where as 78.2% of respondent are in the age
category of 18 40 years. While 2.7% of respondent of in the age category of
above 40 - 60 years and there is no respondent of in the age category of above 60
years.

TABLE 3
Table Showing Educational qualification of Respondent
 Number of Percentage
Sl. No. Educational Qualification
respondent (%)

1 SSLC 23 20.1

2 Graduate 84 76.3

3 Illiterate 3 2.7

Total 110 100

Interpretation:

From the above table it is clear that, the majority of (76.3%) of

respondent are Graduate, while 20.1% of respondent are SSLC and 2.7% of
respondent are illiterate.

TABLE 4
Table Showing Occupation of Respondent
 Number of Percentage
Sl. No. Occupation
respondent (%)

1 College goers 53 48.2

2 School Student 7 6.3

3 Business man 40 36.5

4 Office goers 10 9.1

Total 110 100

Interpretation:

From the above table it is clear that, the majority of (48.2%) of

respondent is College goers; where as 6.3% of respondent are school students.
While 36.5% of respondent came under business man and 9.1% of respondents are
office goers.

TABLE 5
Table Showing Income level of Respondent
 Number of Percentage
Sl. No. Income level
respondent (%)

1 Below 5000 51 46.4

2 5000 10000 46 41.8

3 Above 10000 13 11.8

Total 110 100

Interpretation:

From the above table it is revealed that income level of respondent. It

is majority of (46.4%) of respondent are below Rs. 5000. Then 41.8% of
respondent are earned Rs. 5000 10000 per month and 11.8% of respondent are
got above Rs.10000 per month.

TABLE 6
Table Showing Model of Handset in Respondent
 Number of Percentage
Sl. No. Model of Handset
respondent (%)

1 LGRD 2330 8 9.8

2 LG 2430 23 28.5

3 LG RD 6130 9 11.1

4 N 380 6 7.4

5 SAMSUNG 356 SLIM 32 39.5

6 LG RD 5130 3 3.7

Total 110 100

Interpretation:

From the above table it is clear that, the majority (39.5%) of

respondent had Samsung 356 Slim, where as 28.5% of respondent had LG 2430,
while 11.1% of respondent got LG RD 6130. In other case 9.8% of respondent had
LG RD 2330. Then 7.4% of respondent had N380 and 3.7% of respondent using
LG RD 5130 model in Reliance mobile.

TABLE 7
Table Showing Model of Handset in Nokia
 Number of Percentage
Sl. No. Model of Handset
respondent (%)

1 3205 - -

2 3125 3 10.5

3 6225 4 13.7

4 6585 6 20.6

5 6012 11 3.7

6 6255 1 3.5

7 3105 4 13.7

8 2112 - -

Total 110 100

Interpretation:

From the above table it is clear that, the majority (20.6%) of

respondent use 6585 model, where as 13.7% of respondent use 3105 model, while
13.7% of respondent use 6225 model and 3105, then 10.5% of respondent use
3125 model and 3.7% of respondent use 3012 model, and 3.5% respondent use
6255 model. There is no respondent are 3205 and 2112 model.

TABLE 8
Table Showing Reasons for opting the Handset
 Reasons for opting the Number of Percentage
Sl. No.
Handset respondent (%)

1 Colour camera phone 21 19

2 Integrated FM radio 5 4.5

3 Built in flash light 3 2.7

4 High speed data support 12 10.9

5 Digital zoom 2 1.8

Video recorder, Video
6 4 3.6
download & play back
7 Quick SMS enabled 33 30

8 Price 30 27.5

Total 110 100

Interpretation:
From the above table it is clear that, 30% of respondent obtain handset
because of quick SMS, 27.5% of respondent are price, while 19% of respondent
are colour camera phone, where as 10.9% of respondent are high speed data
support, then 4.5% of respondent are integrated FM radio, then 3.6% of respondent
are video recorder, video down load &play back, because 2.7% of respondent are
built in flash light and 1.8% of respondent are digital zoom.

TABLE 9
Table Showing Simcard preference of Respondent
 Number of Percentage
Sl. No. SIM card preference
respondent (%)

1 Prepaid Tariff 95 87

2 Postpaid Tariff 14 12.7

3 Land Line 1 1

Total 110 100

Interpretation:

From the above table it is clear that, the 87% of respondent are prefer
prepaid tariff, while 12.7% of respondent prefer Postpaid Tariff and 1% of
respondent used in landline.

TABLE 10
Table Showing Awareness of New Scheme
 Number of Percentage
Sl. No. Awareness of new scheme
respondent (%)

1 Yes 103 94

2 No 7 6

Total 110 100

Interpretation:

From the above table it is clear that, the majority of 94% of

respondent are aware about the new scheme and 6% of respondent not aware of
new scheme.

TABLE 11
Table Showing Medias of Advertisement
 Number of Percentage
Sl. No. Medias of advertisement
respondent (%)

1 TV 62 56

2 Radio 3 2.7

3 Magazine 6 5.5

4 Posters 25 22.7

5 News paper 12 10.9

6 Other 2 1.8

Total 110 100

Interpretation:
From the above table it is clear that, the majority of 56% of
respondent are aware by TV advertisement, where as 22.7% of respondent aware
information by posters. 10.9% of respondent known by news papers, then 5.5% of
respondent got by magazine, then 2.7% of respondent known by Radio, 2% of
respondent known by other sources like friends & relatives etc.

TABLE 12
Table Showing Benefits of SIM card
 Number of Percentage
Sl. No. SIM card
respondent (%)

1 Prepaid Tariff 95 86.4

2 Postpaid Tariff 15 13.6

Total 110 100

Interpretation:
From the above table it is clear that, the majority of 86.4% of
respondent are got benefited by prepaid tariff and 13.6% of respondent benefited
by postpaid tariff.

TABLE 13
Table Showing Satisfaction of SMS pack
 Number of Percentage
Sl. No. Satisfaction of SMS pack
respondent (%)

1 Yes 104 94.5

2 No 6 5.4

Total 110 100

Interpretation:
From the above table it is clear that, the satisfaction of SMS pack. Its
94.5% of respondent satisfied with their SMS pack and 5.4% of respondent not
satisfied with SMS pack.

TABLE 14
Table Showing speedy reach of SMS
 Number of Percentage
Sl. No. SMS speed
respondent (%)

1 High speed 63 57.2

2 Normal speed 44 40

3 Low speed 3 2.7

Total 110 100

Interpretation:
From the above table it is clear that, the majority 57.2% of respondent
SMS reach in high speed, where as 40% of respondent SMS reach at normal speed
and 2.7% of respondent SMS reach at low speed.

TABLE 15
Table Showing Level of service satisfaction by web world
 Number of Percentage
Sl. No. Satisfaction
respondent (%)

1 Highly satisfied 49 44.5

2 Satisfied 59 53.5

3 Not satisfied 2 1.8

Total 110 100

Interpretation:
From the above table it is clear that, the majority (53.6% ) of
respondent are highly satisfied with the service provided by web world express,
where as 44.5% of respondent are satisfied with the service and 1.8% of
respondent are not satisfied with this service.

TABLE 16
Table Showing service provided by web world express
 Number of Percentage
Sl. No. Type of services
respondent (%)

1 Bill payment 19 17.2

2 Recharge of prepaid card 41 37.2

3 Resale of Handset 4 3.6

4 Buying a new Handset 25 22.7

5 Enquiry 21 19.0

Total 110 100

Interpretation:
From the above table it is clear that, the majority (37.2%) of
respondent opinion is recharge of prepaid card services provided by web world
express, where as 22.7% of respondent is buying a new handset services, 19.0% of
respondent opinion is the enquiry service provided by web world express, while
17.2% of respondent told bill payment service and 3.6% of respondent told service
of resale of handset.

TABLE 17
Table Showing Availability of coverage
 Number of Percentage
Sl. No. Availability of coverage
respondent (%)

1 Good 57 51.8

2 Better 30 27.2

3 Best 23 20

Total 110 100

Interpretation:
From the above table it is clear that, the majority (51.8%) of
respondent are thought that availability of coverage id good, where as 27.2% of
respondent thought that an better availability of coverage and 20% of respondent
told best coverage service is provided by Reliance.

TABLE 18
Table Showing Satisfied with the roaming facility
 Number of Percentage
Sl. No. Roaming Facility
respondent (%)

1 Yes 83 78.5

2 No 27 24.5

Total 110 100

Interpretation:
From the above table it is clear that, the majority (78.5% ) of
respondent satisfied with roaming facility and 24.5% of respondent are not
satisfied with roaming facility.

TABLE 19
Table Showing Rate of Reliance Cell
 Number of Percentage
Sl. No. Rate of Reliance
respondent (%)

1 High 24 21.8

2 Cheaper 86 78.2

Total 110 100

Interpretation:
From the above table it is clear that, the majority (78.2%) of
respondent said that rate of Reliance Cell less than the other cell phone and 21.8%
of respondent said that the Reliance Cell Phone is higher rate compared with other
cell phones.

TABLE 20
Table Showing Problem with billing of Reliance
 Number of Percentage
Sl. No. Problem with Billing
respondent (%)

1 Yes 15 13.5

2 No 95 86.5

Total 110 100

Interpretation:
From the above table it is clear that, the majority (86.5%) of
respondent does not have any problem with billing and 13.5% of respondent have a
problem with billing.

TABLE 21
Table Showing Facility provided by Reliance
 Facility provided by Number of Percentage
Sl. No.
Reliance respondent (%)

1 Yes 103 93.5

2 No 7 6.5

Total 110 100

Interpretation:
From the above table it is clear that, the majority (93.5%) of
respondent got the facility provided by Reliance and 6.5% of respondent are not
got the facilities of Reliance.

TABLE 22
Table Showing Reasons for preference of Reliance Mobile
Sl. No. Reason for preference Number of Percentage
 respondent (%)

1 Reasonable 67 60.9

2 Various scheme 35 31.8

3 Others 8 7.2

Total 110 100

Interpretation:
From the above table it is clear that, the majority (60.9%) of
respondent are preferred the reliance for the reasons of reasonable price, where as
31.8% of respondent preferred reliance mobile by various scheme and 7.2% of
respondent preferred for other reason like SMS, SIM card etc.

TABLE 23
Table Showing aware of Reliance helpline Number
 Aware of Reliance Helpline Number of Percentage
Sl. No.
Number respondent (%)

1 Yes 94 85.5

2 No 16 14.5

Total 110 100

Interpretation:
From the above table it is clear that, the majority (85.5%) of
respondent are aware of Reliance Helpline number, where as 14.5% of respondent
are not aware of Reliance Helpline number.

TABLE 24
Table Showing Satisfaction Price of Handset
 Number of Percentage
Sl. No. Satisfaction of Handset
respondent (%)

1 Yes 102 93

2 No 8 7.2

Total 110 100

Interpretation:
From the above table it is clear that, the majority (93%) of respondent
is satisfied with the price of the handset and 7.2% of respondent are not satisfied
with their price of the handsets.

TABLE 25
Table Showing Usage of Handset
 Number of Percentage
Sl. No. Usage of Handset
respondent (%)

1 1 Year 29 26.5

2 2 Year 39 35.5

3 3 Year 30 27.2

4 4 Year 12 10.9

Total 110 100

Interpretation:
From the above table it is clear that, the majority 35.5% of respondent
are using handset for the past 2 years, where as 27.2% of respondent are using for
3 years, 26.5% of respondent are using 1 year and 10.9% of respondent are using
for 4 years
 CHI SQUARE
TEST

TABLE I
CHI SQUARE ANALYSIS
 Table shows the Chi Square analysis of Preference Vs Income.
HYPOTHESIS
Let us take the hypothesis all the income group of Respondent prefers
prepaid tariff, postpaid tariff and Landline.

Below 5000 to Above

Preference/Income Total
5000 10000 10000

Prepaid 34 36 9 79

Post Paid 6 5 5 16

Land line 5 5 5 15

Total 45 46 19 110

Chi-square value - - - 0.49

Tabulated value - - - 9.488

Interpretation:
From the above table it is revealed that, the calculated value is less
than table value at 5% level of significance for two degree of freedom, so we
accept the hypothesis. Hence it is concluded that all the income group of
respondent are influenced with the preferences of prepaid, postpaid and landline
also.

TABLE II
CHI SQUARE ANALYSIS
 Table shows the Chi Square analysis of Sex Vs Beneficial.
HYPOTHESIS
Let us take the hypothesis both of the respondents are beneficial about
prepaid tariff and post paid tariff

Sex/Beneficial Prepaid Post paid Total

Male 66 28 94

Female 11 25 16

Total 77 33 110

Chi Square Value - - 0.42

Tabulation Value - - 5.991

Interpretation:
From the above table it is revealed that, the calculated value is less
than table value at 5% level of significance for two degree of freedom, so
hypothesis is accepted. Hence it is concluded that both the sex are beneficial with
prepaid and postpaid tariff.

TABLE III
CHI SQUARE ANALYSIS
 Table shows the Chi Square analysis of Sex Vs SMS Pack.
HYPOTHESIS
Let us take the hypothesis both of the respondents are satisfied with
SMS pack.

Sex/Beneficial Prepaid Post paid Total

Male 66 33 99

Female 6 5 11

Total 72 38 110

Chi Square Value - - 0.44

Tabulation Value - - 5.991

Interpretation:
From the above table it is revealed that, the calculated value is less
than table value at 5% level of significance for two degree of freedom, so
hypothesis is accepted. Hence it is concluded that both the sex respondent are
satisfied with SMS pack in prepaid and postpaid tariff

TABLE IV
CHI SQUARE ANALYSIS
 Table shows the Chi Square analysis of Educational Qualification
vs. Preference.

HYPOTHESIS
Let us take the hypothesis of the educational people prefer Prepaid,
Post paid and Land line.

Sex/Beneficial Prepaid Post paid Land line Total

SSLC 14 57 5 76

Graduate 5 8 6 19

Illiterate 5 5 5 15

Total 24 70 16 110
Chi Square Value - - - 1.31

Tabulation Value - - - 9.488

Interpretation:
From the above table it is revealed that, the calculated value is less
than table value at 5% level of significance for two degree of freedom, so
hypothesis is accepted. Hence it is concluded that all the educational group of
respondent prefer prepaid, post paid and land line

TABLE V
CHI SQUARE ANALYSIS
Table shows the Chi Square analysis of Sex vs. Roaming Facility.
HYPOTHESIS
Let us take the hypothesis as both the respondent are satisfied with
roaming facility.

Sex Vs Roaming Facility Yes No Total

Male 57 18 75

Female 25 10 35

Total 82 28 110

Chi Square Value - - 0.355

Tabulation Value - - 5.991

Interpretation:
From the above table it is revealed that, the calculated value is less
than table value at 5% level of significance for two degree of freedom, so
hypothesis is accepted. Hence it is concluded that respondent of both sex are
satisfied with Roaming facility.

TABLE VI
CHI SQUARE ANALYSIS
Table shows the Chi Square analysis of Qualification Vs Level of
Satisfaction web world.
HYPOTHESIS
Let us take the hypothesis as all class Educational qualification people
are satisfied with the service given by customer care executive of web world.

Educational Qualification / Highly Not

Satisfied Total
Level of Satisfaction Web World satisfied Satisfied

SSLC 10 31 5 46

Graduate 7 36 5 48

Illiterate 6 5 5 16

Total 23 72 15 110
Chi Square Value - - - 0.71

Tabulation Value - - - 9.488

Interpretation:
From the above table it is revealed that, the calculated value is less
than table value at 5% level of significance for two degree of freedom, so
hypothesis is accepted. Hence it is concluded that all class of educational
qualification people are satisfied with the service given by customer care executive
of web world.
 FINDINGS AND
SUGGESTIONS

FINDINGS

1. Majority of the respondent coming under the male category.

2. Majority of the respondent under the age category of 18 Years 40 Years.

3. Majority of the respondent are Graduate.

4. Majority of the respondent are college goers.

5. Majority of the respondent under the income category of below Rs. 5000.

6. Majority of the respondent have model of Samsung 356 Slim handset in

Reliance.

7. Majority of the respondent have 6012 model of handset in NOKIA.

8. Majority of the respondent prefer prepaid tariff.

9. Majority of the respondent aware about the new scheme provided by

Reliance India Mobile.

10. Majority of the respondent are influenced through the television

advertisement.

11. Majority of the respondent are getting benefit of prepaid tariff.

12. Majority of the respondent are satisfied with SMS pack.

13. Majority of the respondent opinion is SMS reached at high speed.

14. Majority of the respondent are satisfied with the service provided by web
world express

15. Most of the respondent is satisfied with the recharge prepaid card service
provided by web world express.

16. Most of the respondent opinion is good availability of coverage.

17. Most of the respondent is satisfied with the Roaming facilities.

18. Most of the respondent are suggest that Reliance Mobile is cheaper
compared to other mobile.

19. Most of the respondent do not have problem with settlement of billing in
Reliance.

20. Most of the respondent is satisfied with the facilities provided by Reliance.

21. Most of the respondent are prefer Reliance mobile due to reasonable price.

22. Most of the respondent is aware of Reliance helpline number.

23. Most of the respondent is satisfied with price of Handset.

24. Most of the respondent is using the handset for the past 2 years.

25. Most of the respondent opinion is availability of coverage is good in

Reliance Mobile

SUGGESTION

Business people are mostly using the Cell phone compare to others. So it
will be good to provide concession to business people.
 Reliance can create new as well as low price schemes to attract more
customers.

Most of the Reliance customers are satisfied with the billing system. So
company can give accurate details on billing system.

Hence the Reliance can improve the coverage by adding more towers.
CONCLUSION
 CONCLUSION

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

DECLARATION
We hereby declare that the project titled ASTUDY ON CUSTOMER SATISFACTION IN

RELIANCE INDIA MOBILE, COIMBATORE is submitted in partial fulfillment of the

requirements for the award of the Degree of BACHELOR OF BUSINESS MANAGEMENT

WITH COMPUTER APPLICATIONS is our original work done under the guidance of

Mrs. S. KANTHIMATHI MBA,PGDCA, M.phil., Ph.D.

Place :

Date :

Signature of the Student

1.

2.

CERTIFICATE
This is to certify that the project entitled ASTUDY ON CUSTOMER SATISFACTION IN

RELIANCE INDIA MOBILE, COIMBATORE is a Bonafide record of original work done

by Ms. ALFIYA BANU (Reg.No.0825G0002), Ms.JESEENA (0825G0018) submitted in

partial fulfillment of the requirements for the award of the Degree of BACHELOR OF

BUSINESS MANAGEMENT WITH COMPUTER APPLICATIONS of Bharathiar

University, under the guidance of Mrs. S. KANTHIMATHI MBA, PGDCA, M.Phil., Ph.D.

Faculty Guide Head of the department

Principal

Viva voce examination held on _________________

Internal Examiner External Examiner

ACKNOWLEDGMENT
We give all glory and honour to Almighty GOD who has strengthened us to complete our project
work successfully.

We take this opportunity to thank the managing trustee of our institution for his blessings.

It gives us immense pleasure to take this opportunity to thank our Principal Dr. S. SAVITHRI
Sri Ramakrishna College of Arts and Science For Women, Coimbatore for her inspiration and
blessings.

We express our gratitude to Mrs. S. KANTHIMATHI MBA, PGDCA, M.Phil.Ph.D Head of

the Department of Business Management and guide, Sri Ramakrishna College of Arts and
Science For Women, Coimbatore for her guidance and help throughout the course of the study.

We thank all the faculty members of the Department of Business Management,Sri Ramakrishna
College of Arts and Science For Women, Coimbatore for their constant support and
encouragement through the course of the study.

We also wish to thank Mr.K.MANI, General Manager for allowing us to do the project in
AAVIN.

We owe our grateful thanks to our parents and friends who have helped and encouraged us in this
endeavor.
 BIBLIOGRAPHY

BIBLIOGRPAHY

1. Marketing Management - Kotlar Philip

 Prentice Hall of India

Tenth Edition 2001

2. Research Methodology - Kothari.C.R.

New age publishers

Reprint edition 2004

3. Brouchers from webworld express

4. Website www.reliance.com
 APENDIX

A STUDY ON CUSTOMER SATISFACTION WITH SPECIAL

REFERENCE TO RELIANCE INDIA MOBILE

QUESTIONNAIRE

Personal Details:
1. Name : Mobile No:

2. Sex : Male Female

3. Age : 18 yrs below 18 yrs to 40 yrs

40 yrs to 60 yrs above 60 yrs

4. Educational Qualification : SSLC Graduate Illiterate

5. Occupation : College goers School students

Business man Office goers

6. Monthly income : Below Rs.5000 Rs.5000 to 10000

Above 10000

7. Name of the model of handset you own in reliance?

LGRD 2330 LG 2430 LGRD 6130

N380 Samsung 356 slim LGRD 5130

8. Name the model of handset you own in Nokia?

3205 3125 6225 6585

6255 3105 6012 2112

9. Resons for opting the handset

a. Colour camera phone

b. Integrated FM radio

c. Built in flash light

d. High speed data support

e. Digital loom

f. Video recorder, video download & playback

 g. Quick SMS download

h. Price

10. Which one do you prefer?

Prepaid tariff Postpaid tariff Landline

11. Are you aware of new schemes for prepaid and post paid tariff?

Yes No

12. If yes mention the Medias of advertisement

TV Radio Magazine Posters Newspaper Others

13. Which is beneficial to you?

Prepaid tariff Postpaid tariff

14. are you satisfied with sms pack?

Yes No

15. How fast does your SMS reach?

High speed Normal speed Low speed

16. Satisfactory level of the service given by customer care executive from web World

Express.

Highly satisfied Satisfied Not Satisfied

17. Could you tell what are the services provided by web world express?

Bill payment Recharge of prepaid card

Resale of handset Buying a new handset Enquiry

18. What do you feel about the availability of coverage?

Good Better Best

19. Are you satisfied with the roaming facility

Yes No

20. Compared to other cells whether the rates are?

High Cheaper

21. Is there any problem with billing?

Yes No

22. Are you satisfied with the facilities Provide by the reliance?

Yes No

23. Why do you prefer the reliance mobile?

Reasonable price Various schemes Others

24. Whether you aware of reliance helpline number?

Yes No

25. Are you satisfied with the price of handset?

Yes no

26. how long you using the handset

1year 2years 3years 4years