A Study of Consumer S Preference and Satisfaction Towards Various Cell Phone Service Provides

A STUDY OF CONSUMER’S PREFERENCE AND SATISFACTION TOWARDS VARIOUS CELL PHONE
SERVICE PROVIDES
SUKUMAR M.Com., M.Phil., PGDCA COIMBATORE, TAMILNADU, INDIA
CHAPTER – I INTRODUCTION
Consumer A consumer is an individual who purchase or has the capacity to purchase
goods and services offered for sale by marketing institutions in order to satisfy
personal or household needs, wants or desires. According to a statement made by
Mahatma Gandhi, ‘consumer refers to the following, “A consumer is the most
important visitor on our premises. He is not dependent on us. We are dependent on
him. He is not an outsider to our business. He is part of it. We are not doing him
a favour by serving him. He is doing us a favour by giving us an opportunity to do
so”. So consumer is like the blood of our business and also a satisfied customer is
a word of mouth advertisement of a product / services. 1.1. CONSUMER SATISFACTION
Every human being is a consumer of different produces. If there is no consumer,
there is no business. Therefore, consumer satisfaction is very important to every
business person. According to Philip Kotler consumer satisfaction is defined on,
“personal feeling of pleasure resulting from comparing a product’s pursued
performance in relation to his /her expectations”. Consumer attitude measurements
are taken on either potential buries or existing client’s buries in order to
identify their characteristics. Why should the competent market engineer conduct
consumer research? Consumer’s surverys can provide the researcher with a wealth of
information, valuable of the marketing function. 32
SERVICE PROVIDES
Detailed information regarding the customer in a market will provide the basic
platform for all marketing decisions. Marketing decision maker needs descriptive
information about the total potential unit and dollar sales in each segment.
Perhaps the most important one is that a seller need to be aware of the relevant
objective and need of consumer and how their objectives might best be served by the
products. MARKET The term market is derived from Latin Word ‘Mercatus’, which means
‘to trade’ that is purchasing and selling of goods. It also means merchandise
truthic place of business. According to Pyle, “Market includes both place and
region in which buyers and sellers or in free competition with one another”.
MARKETING Marketing includes all the impacts involved in the exchange process of
transferring the possession and ownership of goods or services from the producer to
the ultimate consumer’s.
33
SERVICE PROVIDES
MARKETING FORMULA a. The foremost step is business aims at profit. b. For profit
making he can sell the products. c. For selling the product he should create
customers. d. For creating the customer’s, customer’s needs of preferences to be
identified and satisfied. e. To satisfy the customer’s new product to be produced.
Marketing is trying to learn,  Who buy the products or services?  How do they
buy?  When do they buy?  Where do they buy?  Why do they buy?  How often they
buy? It is otherwise called understand and predict human actions in their buying
role. A marketer is act as consumers while them purchasing any goods /services, and
try to market that product to an ultimate consumer. So, marketing is starts with
consumer and ends with consumer. So, today’s market is called on consumer market.
It can be defined on, “All the individuals and households who buy goods and
services for personal consumption”.
34
SERVICE PROVIDES
So, the consumer satisfaction is get more importance in the marketing functions.
1.2. Importance of consumer satisfaction The needs to satisfy customer for success
in any commercial enterprise is very obvious. The income of all commercial
enterprise is derived from the payments received for the products and services
supplied to its customers. If there is no customer there is no income and there is
no business. Then the core activity of any company is to attract and retain
customers. It is therefore no surprise that Peter Drucker the renowned management
Guru, has said “to satisfy the customers is the mission and purpose of every
business”. Satisfaction of customer is essential for retention of customer’s and
for continuous sales of the products and services of the company to customers. This
establishes the needs for and the importance of customer satisfaction. The
satisfaction of consumers is different from one to another. Became, each consumer
has the different behaviour in their life. So, the marketer satisfy the consumer,
he must very well know the behaviour of consumer.
1.4.Consumer behaviour: The term consumer behaviour may be defined as the behaviour
that consumer displays in searching for purchasing, using, evaluating, producing,
services and ideas which they expect will satisfy their needs. In other words, “It
is a study of physiological, social, physical, behaviours of all potential customer
as they become aware of evaluation, purchase and consumption and tell other about
products and services”.
35
SERVICE PROVIDES
The study of consumer behaviour is the study of how individuals make divisions to
spend their resources like money, energy, time, etc. on consumption of products.
36
SERVICE PROVIDES
1.5.Objectives of the study:  To study the evaluation of cell phones with

particular reference to India.  To ascertain the attributer which influenced the
customer’s in selecting a particular cell phone services provider.  To study the
consumer’s satisfaction towards different cell phone service providers in
Coimbatore city.  To assess the problems faced by the cell phone users in
Coimbatore city.  To offer valuable suggestions to improve the services of cell
phones in Coimbatore city. 1.6.Need of the study: Exchange of information becomes
the necessity of life to a common man. In the modern world an individual tends to
communicate anything to everything right from the place where he/she stands. Even
while riding vehicle he / she wants communicate within a fraction of second at
quick speed with clear voice, without any disturbance. Like line crossing, out of
order, etc. most of which lack in the connection given by the department of tele-
communication. Cell phones emerges as a boon quench such a thirst, the by providing
facilities, which a common man cannot imagine. Though cell phone industry has its
origin in the recent past and the growth has been excellent. Day by day many new
competitors enter the market with new attractive schemes, provide additional
facilities, add new features to existing ones, reduce the charges her incoming and
outgoing calls, introduce varieties of handsets, models a healthy competition that
benefits the subscribers. Hence in this context, it is important to study the
functioning of cellular phone services and the utilization of their services by the
telephones. 37
SERVICE PROVIDES
1.7.Scope of study: The present study is contained to Coimbatore and it is decided

to consider Airtel, Aircel and etc. cell phone service rendered to the customers.
In Coimbatore there are various cellular services available. Sack as Airtel, Aircel
and etc. but the cellular services has been selected to study the consumer’s
satisfaction in it is the most popular private cellular services. The main
objectives of this study is to analyze the customers satisfaction and problems,
faced by Airtel, Aircel, etc., cellular services in Coimbatore city has been taken
for the current research work. 1.8.Statement of problem: In our country the growth
of service marketing especially mobile phone industry is still in its infancy
stage, as compared to the industrially advanced countries. It is for the fact that
the economy of our country has been in the developing stage. There are various
mobile phones services provider’s in our country and they are playing an essential
role in fulfilling the needs of the customers. Now-a-days, the customers are more
dynamic. Their taste, needs and preference can the changing as per current
scenario. Hence the development of cellular industry mainly depends on the customer
satisfaction. However the following questions may arise regarding customer
satisfaction. 1. Does the cell industry satisfy the social responsibility? 2. What
are all expectations by the customer’s regarding service provided by the cell phone
service provider? 3. Whether the service provided by cell phone industry is
satisfying the customers? 4. Are the facilities available adequate to satisfy the
customers? 38
SERVICE PROVIDES
CHAPTER II
REVIEW OF LITERATURE A brief literature would be of immense help to the researcher
in gaining insight into selected problem. The researcher would gain good background
knowledge of the problem by reviewing certain studies. A reference to these entire
studies will be related in the contest of the shaping the present study. Samuval,
in his study found that most of the respondents consider, size, quality, price,
instrument servicing are an important factors for selecting the handset of majority
of the respondents are satisfied over the payment system, quality of services,
coverage area, and attending the complaints. 1. Samuvel, “customer satisfaction for
cellular services, a study with a referacne to BPL and Aircel mobile phones and
services”, an unpublished M.Phil., dissertation, submitted to Bharathiar
university, Coimbatore, December 2002. Sree Nandhini, in her study shows that 88.3%
of the respondents are cell phone helps that to deal business matter confidently
and effectively. This study shows that attitude of the respondents using cell
phones was not influenced by either education or occupation and income. 2. Sree
nandhini, “an investigation of user perception and altitude to cellular phone in
Coimbatore”, an unpublished submitted to Bharathiar university, December, 2001. P.
Adhavan (2003), in his study “existing customer relation” found that the dealer’s
service regarding Aircel cellular is highly satisfactory. Hutchison’s managing
director Asim and Ghosh 2005 says in the article, “Telecommunication”
telecommunication is such a huge sector and it is so easy to be reduced by its
different ponts, but thankfully we were” 4. Asin Glosh, “telecommunication”
business world 27th January 2003. 39
SERVICE PROVIDES
CHAPTER III RESEARCH METHODOLOGY

Search of knowledge. A careful investigation or enquiry. A systematic effort to
gain new knowledge. Those are called an “Research” Research is a movement of
knowledge from known to unknown from the available place to the required place.
According to Clifford wode, “Defining and re-defining problems formulating the
hypothesis or jusested solutions. Collecting, organizing and evaluating data.
Making detections and reaching conclusions to determine whether fit the formulating
the hypothesis” The Purpose of research to find out solutions to the problem, which
has not been discovered by anybody. 3.1. Research methods: Those methods which are
used by the researcher during the course of studying are research problem are
termed on research methods. 3.2. Research methodology: The research methodology,
not only the research methods are but also consider the logic behind the methods.
They are in the contest of our research studied. And explain why we are using a
particular method or techniques and we are not using others.
40
SERVICE PROVIDES
Descriptive research design: In includes surveys, and facts finding enquires of

different kinds. The manor purpose of descriptive research is description of state
of affairs on it exists at present. The main character of this method is that the
researcher has no control threw over the variables. He can report what has happen
or what is happening. Nature of data: In this study primary data are used.
Collection of data: The data were collected from the respondents through the
distribution of questionnaire. Area of the study: This study covers Coimbatore city
only. Sample size: The sample size of this study is 104. Tools for analysis: Along
with the usual statistical tools such as tables, percentages, bar charts, chi-
squire test we sued for analyzing the data and arriving at the conclusion.
41
SERVICE PROVIDES
Hypothesis of the study; On the basis of review of previous studies and on the
basis of observation made during our collection of data, the following null
hypothesis was formed. There is no significant association between persona
variables such as age, gender, educational qualifications, monthly income, marital
status, size of the family and their awareness level of consumers and different
cell phone services providers. 3.3. Limitations of the study: Though the detailed
investigation is made in the present study, uit has got the following limitations.
1. This study is restricted only to the Coimbatore city. So, the results may not be
applicable to other areas. 2. This study is based on the prevailing customer’s
satisfaction. But the customer’s satisfaction may change according to time,
fashion, technology, development, etc. 3. As per the population of the study is
huge, the researcher has taken only 100 sample respondents from each service
providers.
42
SERVICE PROVIDES
CHAPTER IV INTRODUCTION OF INDUSTRY

4.1. EVALUATION OF CELLULAR PHONES The basis concept of cellular phones began in
1947, when researchers looked at crude mobile (car) phones and realized that by
using small cells (range of service area) with frequency reuse could increase the
traffic capacity of mobile phones substantially, however, the technology to do it
was nonexistent. Anything to do with broadcasting and sending a radio or television
message out over the airwaves comes under a Federal Communications Commission (FCC)
regulation that a cellular phone is actually a type of twoway radio. In 1947, AT &
T proposed that the FCC allocate a large number of radio spectrum frequencies so
that wide-spread mobile phone service could become feasible and AT & T would have a
incentive to research the new technology. We can partially blame the FCC for the
gap between the concept of Cellular phone service and it’s availability to the
public. Because of the FCC decision to limit the cellular phone frequencies in
1947, only twenty three cellular phone conversation could occur simultaneously in
the same service area – not a market incentive for research. The FCC reconsidered
its position in 1968, and stated “if the technology to build a better mobile phone
service works, we will increase the cellular phone frequencies allocation, freeing
the airwaves for more mobile phones.” AT & T – Bell Labs proposed a cellular phone
system to the FCC of many small, low-powered broadcast towers, each covering a
‘cell’ a few miles I radius, collectively covering a larger are. Each tower would
use only a few of the total frequencies allocated to the cellular phone system, and
as cars moved across the area their cellular phones cells would be passed form
tower to tower. 43
SERVICE PROVIDES
INDIVIDUAL Inventors and Mobile Phone Patents Dr. martin cooper for Motorola.
US03906166 09 / 16 / 1975 Radio telephone system Martin Cooper, Richard W.
Dronsuth,; Albert J. Mikulski, Charles N. Lynk Jr., James J. Mikulsk, John F.
Mitchell, Roy A. Richardson, John H.Sangster Related class Patents Related to
cellular phone patents and cordless Phones, 64 patents listed. By 1977, AT&T Bell
Labs constructed and operated a prototype cellular phone system. A year later,
public trials of the new cellular phone system were started in Chicago, IL with
over 2000 trial cellular phone customers. In 1979, the first commercial cellular
phone system began operation in Tokyo. In 1981, Motorola and American Radio phone
started a second U.S. cellular radio-phone system test in the Washington/Baltimore
area. By 1982, the slow moving FCC finally authorized commercial cellular phone
service for the USA. A year later, the first American commercial for analog
cellular phone service or AMPS (Advanced Mobile Phone Service) was offered in
Chicago, IL by Ameritech.
44
SERVICE PROVIDES
Despite the incredible demand, it took cellular phone service 37 years to become
commercially available in the United States. Consumer demand quickly outstripped
the cellular phone system's 1982 standards, by 1987, cellular phone subscribers
exceeded one million, and the airways were crowded. Three ways of improving
services existed:
• • •
one - increase cellular phone frequencies allocation two - split existing cellular
phone cells three - improve the cellular phone technology The FCC did not want to
handout any more bandwidth and
building/splitting cells would have been expensive and add bulk to the cellular
phone network. To stimulate the growth of new cellular phone technology, the FCC
declared in 1987 that cellular phone licensees may employ alternative cellular
phone technologies in the 800 MHz band. The cellular phone industry began to
research new transmission technology as an alternative.
45
SERVICE PROVIDES
4.2. ANALYSIS OF MOBILE COMMUNICATION SPREAD AND ITS IMPLICATIONS IN INDIA History
of Cellular Telephony in India Initially Department of Telecommunications (DoT) was
the only monopoly operator in the country. Telecommunication sector was recognized
by the Government of India as one of the few basic infrastructure sectors for the
country. Under the Government policy of economic liberalization, privatization and
competition in India, private sectors have been allowed to enter the public
telecommunication field (where Government was a monopoly). In 1992
telecommunication sector in India was liberalized to bridge the gap through
government spending and to provide additional resources for the nation’s telecom
target. The objective of the reform was making the telecommunications within the
reach of all, thereby achieving universal service, covering all villages and
bringing the telecommunication services to the world standard, while protecting the
defense and security needs of the country. In 1993 the telecom industry got an
annual foreign investment of Rs 20.6 million. In 1994 license for providing
cellular mobile services was granted by the Government of India for the
Metropolitan cites of Delhi, Mumbai, Kolkata and Chennai. Initially Cellular mobile
services were duopoly (i.e. not more than two cellular mobile operators could be
licensed in each telecom circle), under a fixed license fee. In 1995, government
opened up 19 more telecom circles and issued mobile licenses. To regulate and
settle disputes Telecom Regulatory Authority of India was set up in 1997 and in
1999 National Telecom Policy was announced by the Government of India. In order to
speed up the development of the telecom sector, all telecom services were opened up
for private sector participation. 46
SERVICE PROVIDES
Unrestricted entry is allowed in the basic services, national and international

long distance service, in global mobile personal communication by satellite (GMPCS)
service, VSAT and Public Mobile Radio Trunked Service (PMRTS). All telecom sectors
under DoT was handed over to new public Sector Undertaking viz, Bharat Sanchar
Nigam Limited (BSNL) which was registered under Company’s Act in 1st October
2005.BSNL covers the entire country except Delhi and Mumbai Metros which are under
Mahanagar Telephone Nigam Limited (MTNL). Major Service providers in India Two
different technologies are deployed by the mobile operators in India namely GSM and
CDMA.The GSM service providers are Bharthi, BSNL, Hutch, IDEA, Aircel, Reliance,
Spice, MTNL and BPL, whereas the CDMA service providers are TATA, HFCl, Shyam, and
Reliance. Figure 1 shows the market share of each service provider in India.
India’s mobile market is dominated by foreign companies for high end telecom
equipments, handsets, transmission equipments etc., Nokia, Samsung, and Motorola
are the three important vendors for handsets. Other vendors who have their share in
this market are L.G, Alcatel, Sony Ericsson, Siemens, National Panasonic, Philips,
Mitsubishi, and Sagem.
MOBILE SUBSCRIBER STATISTICS
Recently, mobile phone connections in India have crossed the 100million mark, which
means over nine in 100 Indians have a phone. Adding on to this benevolent and happy
information, telecom companies are anticipating the number will nearly treble in
the next two years. According to a survey, by 2006, the cellular networks are
expected to cover 3,50,000 (out of 6,07,000) villages, covering 450 million people.
47
SERVICE PROVIDES
Market Share of both mobile and wire line Service Providers in India GSM
Subscribers The cumulative All India GSM subscriber base rose to 72.12 million in
April 2006 from 69.19 million in March 2006 which is a growth of 4.23% for a month
under review. Table I shows the subscribers growth rate for one month along with
market share of each provider with coverage CDMA Mobile Subscribers The total
cumulative all India CDMA subscriber base rose by 0.97 million from 23.25 million
in March 2006 to 24.22 million in April 2006, representing a growth of 4.2% in the
month under review. A summary picture of the company wise performance is given in
Table II.
48
SERVICE PROVIDES
4.3. TELECOM IN RURAL INDIA India has an urban population of about 26.8% and rural
population is about 73.2%. And there are over 600,000 villages in India. But a vast
section of the rural sector is still cut off from the benefits of telecom services.
GSM SUBSCRIBERS GROWTH RATE No of Subscribers Company Bharthi BSNL Hutch IDEA
Aircel Reliance Spice MTNL BPL Total (in millions) March 2006 April 2006 19.57
20.68 17.16 17.59 15.36 16.06 7.37 7.64 20.61 2.83 1.90 2.01 1.93 1.98 1.94 2.02
1.34 1.31 69.19 72.12 Percentage of Market Share 28.7% 24.4% 22.3% 10.6% 3.9% 2.8%
2.7% 2.8% 1.8% 100% Service Areas 23 21 16 11 7 8 2. 2 1
The rural population of around 700 million is waiting for its share of economic
growth. Initially the big telephone companies focused only on urban centers, which
they felt were more profitable. However, this mindset is gradually changing with
the realization that there is equal, if not bigger money in rural areas.
49
SERVICE PROVIDES
CDMA SUBSCRIBERS GROWTH RATE No of Subscribers Company Reliance TATA HFCl Shyam
Total (in millions) March 2006 April 2006 18.307 18.809 4.851 0.062 0.027 69.19
5.323 0.062 0.028 72.12 Percentage of Market Share 77.65% 21.98% 0.26% 0.11% 100%
Service Areas 20 20 1 1
It is estimated that a one per cent increase in rural connectivity can generate 0.5
per cent economic growth. Thus a well-planned 10 per cent increase in rural
connectivity can propel India into double-digit growth and unprecedented
prosperity. 4.4. ECONOMIC BENEFITS OF MOBILE SERVICES IN INDIA According to a study
conducted by the reputed international agency, Ovum on “The economic benefits of
mobile services in India” the Indian mobile industry is a major contributor to the
social and economic growth of the country, in terms of employment generation,
revenues to the Government, GDP growth and rural development. Employment Because of
the mobile industry about 3.6 million jobs could be generated directly or
indirectly. Ovum has also estimated that employment dependent on the industry is
expected to rise by at least 30% over the next 12 months. 50
SERVICE PROVIDES
Government Revenues The Government can generate Rs.145 billion per annum through
License Fees, Spectrum Fees, Import Duties, Taxes, etc. from Mobile industry. GDP
The mobile services industry can generate an annual GDP contribution of Rs. 313
billion. Rural Development Research shows that having access to telecommunications
would substantially improve the social and economic conditions of people living in
rural areas by improving access to family, education, health and financial services
and by enabling the development of non-agricultural economic activity. Government
has set a target of 20% for rural mobile coverage by the end of 2004 and 75% by the
end of 2006. Taking the OVUM findings as the base, COAI has tried to estimate the
benefits from mobile communications for the future years. The benefits listed by
OVUM are for a subs base of 48 million in January 2005. Pro-rating the data on a
simplistic estimate at a mobile subscriber base of 200 million in 2007, the
industry would contribute 10 million jobs and Rs.500 billion annual revenue to the
Government. 4.5. FUTURE OF MOBILE COMMUNICATION IN INDIA India initially started
with GSM technology for mobile communication. Being a technology neutral country,
India later allowed for CDMA technology also. Now 2.75G EDGE technologies has been
implemented and used. BSNL has got license for bringing 3G into operation. Trials
are being conducted for 3G implementation in the four metropolitan cities of India.
Commercial 3G will be started by March 2007. 51
SERVICE PROVIDES
With the dwindling revenues of the operators from the data and voice there is a
need to look at newer applications to fuel growth of the telcos.TV on Mobile has
emerged as a solid and potent answer to this consumer yearning. South Korea, China,
South Africa, Australia and Europe have seen this need and have acted upon the same
by implementing TV on Mobile. India is around the corner for implementation of
similar technology for the benefit of consumers, operators, content providers and
Government. It promises to be a USD 1 billion industry by 2010, if roadmaps are
created and implemented properly. 4.6. DETAILS ABOUT SERVICE PROVIDERS: 4.6.1.
Aircel: Aircel is now a period part of Maxis, an international conglomerate and the
leading cellular service provider in Malaysiya with over 7 million subscribers and
a firm commitment to providing seamless connectivity ans superior technology to
every customer. A recipient of multiplicity accolades, maxis has been deemed as the
brand of the year 2006 in Malaysia. Aircel is rapidly spreading across the state of
Tamilnadu with connectivity in 1000 towns and 11,000 villages, serving, serving
over 50 lakh happy subscribers. Known for its superior tariff offering and cutting-
edge technology, aircel has recently been honoured as the No.1 operator across a
metor circles for customer satisfaction by Voice and Data magazine’s survey in
2006. Currently, aircel has a marked presence in the North and North East circles
of the country including Rest of West Bengal, Orissa, Sikkim, Manipur, Jammu and
Kashmir, Himachal Pradesh and Bihar.
52
SERVICE PROVIDES
4.6.2. Bharti Airtel: Telecom giant Bharti Airtel is the flagship company of Bharti
Enterprises. The Bharti Group has a diverse business portfolio and has created
global brands in the telecommunication sector. Bharti has recently forayed into
retail business as Bharti Retail Pvt. Ltd. under a MoU with Wal-Mart for the cash &
carry business. It has successfully launched an international venture with EL
Rothschild Group to export fresh agri products exclusively to markets in Europe and
USA and has launched Bharti AXA Life Insurance Company Ltd under a joint venture
with AXA, world leader in financial protection and wealth management. Airtel comes
to you from Bharti Airtel Limited, India’s largest integrated and the first private
telecom services provider with a footprint in all the 23 telecom circles. Bharti
Airtel since its inception has been at the forefront of technology and has steered
the course of the telecom sector in the country with its world class products and
services. The businesses at Bharti Airtel have been structured into three
individual strategic business units (SBU’s) - Mobile Services, Airtel Telemedia
Services & Enterprise Services. The mobile business provides mobile & fixed
wireless services using GSM technology across 23 telecom circles while the Airtel
Telemedia Services business offers broadband & telephone services in 94 cities. The
Enterprise services provide end-to-end telecom solutions to corporate customers and
national & international long distance services to carriers. All these services are
provided under the Airtel brand. 4.6.3. BSNL Bharat Sanchar Nigam Ltd. formed in
October, 2000, is World’s 7th largest Telecommunications Company providing
comprehensive range of telecom services in India: Wireline, CDMA mobile, GSM
Mobile, Internet, 53
SERVICE PROVIDES
Broadband, Carrier service, MPLS-VPN, VSAT, VolP services, IN Services etc. Within
a span of five years it has become one of the largest public sector unit in India.
BSNL has installed Quality Telecom Network in the country and now focusing on
improving it, expanding the network, introducing new telecom services with ICT
applications in villages and wining customer’s confidence. Today, it has about 47.3
million line basic telephone capacity, 4 million WLL capacity, 20.1 million GSM
capacity, more than 37382 fixed exchanges, 18000 BTS, 287 Satellite Stations,
480196 Rkm of OFC Cable, 63730 Rkm of Microwave Network connecting 602 Districts,
7330 cities/towns and 5:5 Lakhs villages. BSNL is the only service provider, making
focused efforts and planned initiatives to bridge the Rural-Urban Digital Divide
ICT sector. Infact there is no telecom operator in the country to beat its reach
with its wide network giving services in every nook and corner of country and
operates across India except Delhi and Mumbai. Whether it is inaccessible areas of
Siachen glacier and North-eastern region of the country. BSNL serves its customers
with its wie bouquet of telecom services. BSNL is number one operator of India in
all services in its license area. The company offers vide ranging and most
transparent tariff schemes designed to suite every customer. BSNL cellular service,
Cellone, has more than 17.8 million cellular customers, garnering 24 percent of all
mobile users as its subscribers. That means that almost every fourth mobile user in
the country has a BSNL connection. In basic services, BSNL is miles ahead of its
rivals, with 35.1 million basic phone subscribers, that is, 85 percent share of the
subscriber base and 92 percent share in revenue terms. BSNL has more than 2.5
million WLL subscribers and 2.4 million internet customers who access internet
through various modes namely, Dial-Up, Leased Line, DIAS, Account Less Internet
(CLI). BSNL has been adjudged as the number one ISP in the country. 54
SERVICE PROVIDES
BSNL has set up a world class multi-gigabit, multi-protocol convergent IP

infrastructure that provides convergent services like voice, data and video through
the same Backbone and Broadband Access Network. At present there are 0.6 million
Data One broadband customers. The company has vast experience in Planning,
Installation, network integrating and maintenance of Switching and Transmission
Networks and also has a world class ISO 9000 certified telecom training institute.
Scaling new heights of success, the present turnover of BSNL is more than
Rs.351,820 million (US $8 billion) with net profit to the tune of Rs.99,390 million
(US $2.26 billion) for last financial year. The infrastructure asset on telephone
alone is worth about Rs.630,000 million (US $14.37 billion). BSNL plans to expand
its customer base from present 47 million lines to 125 million lines by December
2007 and infrastructure investment plan to the tune of Rs.733 crores (US $16.67
million). 4.6.4. RELIANCE The late Dhirubhai Ambani dreamt of a digital India – an
India where the common man would have access to affordable means of information and
communication. Dhirubhai, who single-handedly built India’s largest private sector
company virtually from scratch, had stated as early as 1999:”Make the tools of
information and communication available to people at an affordable cost. They will
overcome the handicaps of illiteracy and lack of mobility”. It was with this belief
in mind that Reliance Communications (formerly Reliance Infocomm) started laying
60,000 route kilometers of a pan-India fiber optic backbone. This backbone was
commissioned on 28 December 2002, the auspicious occasion of Dhirubhai’s 70th
birthday, though sadly after his unexpected demise on 6th July 2002.
55
SERVICE PROVIDES
Reliance Communications has a reliable, high-capacity, integrated (both wireless

and wireline) and convergent (voice, data and video) digital network. It is capable
of delivering a range of services spanning the entire infocomm (information
communication) value chain, including infrastructure and services – for enterprises
as well as individuals, applications, and consulting. Today, Reliance
Communications is revolutionizing the way India communicates and networks, truly
bringing about a new way of life. 4.6.5. TATA TELESEVICES Tata Teleservices is part
of the INR Rs.120000 Crore (US$ 29 billion) Tata Group, that has over 87 companies,
over 330,000 employees and more than 2.8 million shareholders. With a committed
investment of INR 36,000 Crore (US$ 7.5 billion) in Telecom (FY 2006), the group
has a formidable presence across the telecom value chain. Starting with the major
acquisition of Hughes Tele.com (India) Limited [now renamed Tata Teleservices
(Maharastra) Limited] in December 2002 the company swung into an expansion mode.
With the total investment of Rs.19,924 crore, Tata Teleservices has created a pan
India presence spread across 20 circles that includes Andhra Pradesh, Chennai,
Gujarat, Karnataka, Delhi, Maharastra, Mumbai, Tamil Nadu, Orissa, Bihar,
Rajasthan, Punjab, Haryana, Himachal Pradesh, Uttar Pradesh (E), Uttar Pradesh (W),
Kerala, Kolkata, Madhya Pradesh and West Bengal. Tata Teleservices has a strong
workforce of 6000. In addition, TTSL has created more than 20,000 jobs, which will
include 10,000 indirect jobs through outsourcing of its manpower needs.
56
SERVICE PROVIDES
Today, Tata Teleservices Limited along with Tata Teleservices (Maharastra) Limited
serves over 21 million customers in over 4000 towns. With an ambitious rollout plan
both within existing circles and across new circles, Tata Teleservices offers
world-class technology and user-friendly services in 20 circles. 4.6.6. TTML
ORGANIZATION Tata Teleservices Maharastra Limited (TTML) spearheads the Tata
Group’s presence in the Indian telecom sector by being the premier
telecommunication service provider, licensed, to provide services in Maharastra
(including Mumbai) and Goa. Formerly Hughes Tele.com (India) ltd., the company was
renamed to Tata Teleservices Maharashtra Ltd subsequent to the acquisition of
70.83% equity shareholding by TATA Group in December 2002. The company’s shares are
traded on the Bombay Stock Exchange (BSE) and the National Stock Exchange (NSE).
Tata communications Ltd. unites the industry and market expertise VSNL, VSNL
international, Teleglobe, Tata Indicom Enterprise Business Unit, VGSL and CIPRIS to
become the leading integrated provider of telecommunications solutions. The global
reach and industry expertise of Tata communications drives and delivers a new world
of communications. The company leverages its Tata Global Network, vertical
intelligence and leadership immerging markets to deliver value-driven, globally
managed solutions. 4.6.7. Vodafone: Vodafone, the world’s leading international
mobile communications company, has fully arrived in India brand will be lunched in
India from 21st September onwards. The popular and endearing brand, Hutch, will be
transitioned to Vodafone across India. This marks a significant chapter in the 57
SERVICE PROVIDES
evolutic brand change over the next few weeks will be unveiled nationally through a
high profile campaign covering all important media. Vodafone, the world’s leading
mobile telecommunication company, completed the acquisition of Hutchison Essar in
May 2007. Asim Ghosh, managing director, Vodafone Essar, said “We have had a great
innings as Hutch in India and today marks a new begin that created Hutch, but an
acceleration into the future with Vodafone’s global expertise..” the Vodafone
mission is to be the communications leader in an increasingly connected world –
enriching customers lives, helping increased by delivering their total
communication needs. About Vodafone Essar Limited: Vodafone Essar in India is a
subsidiary of Vodafone Group plc and commenced operations in 1994 when its
predecessor Hutchison tele Vodafone essar now has operations in 16 circles covering
86% of India’s mobile customer base, with over 34.1 million customers. Over the
year, Vodafone Essar, under the hutch brand, has been named the Most Respected
Telecom Company, the Best Mobile sender effective advertiser of the year. Vodafone
is the world’s leading international mobile communications company. It now has
operation network with over 200 million customers worldwide. Vodafone has partnered
with the Essar Group as its principal joint venture partner. The Essar Group is a
diversified business corporation with interests spanning the manufacturing and
service sectors like steel, energy, construction. The group has an asset base of
over Rs.400 billion and employer over 20,000 people.
58
SERVICE PROVIDES
4.7. CONCLUSION India has one of the world’s largest telecommunication network. The
telecom story continues to be the best evidence of the efficacy of the reforms
process. In just six years, the number of mobile subscribers has gone from just
about one million to 100 million, a subscriber base that only four other countries
China, the US, Japan and Russia can boast of. None can doubt the correlation
between this explosive growth in numbers and the steep decline in the cost of the
mobile phone and of its usage. Effective tariffs have dropped from over Rs.14 a
minute to Re 1, bringing the phone within reach of people even below the middle-
class. The Government may have, therefore, landed itself a winner in the mobile
phone, but the task of taking telecom to the other 90 per cent of the population
will call for even greater innovation in policymaking, technology and marketing.
Still three-fourths of the land mass is not illuminated by a cellular signal and
the price of the instrument is beyond the reach of a substantial section of the
population let alone the charges for its use. These issues, of course, can be
resolved by decisive policy action, such as a creative use of the Universal
Services Obligation fund that now has over Rs.70 billion, releasing adequate
spectrum to operators in the metros, and a proactive investment policy that invites
many more equipment manufacturers to set up base in this country. The road for
India achieving the top most position in telecommunication is no longer a dream as
India is nearing China in all aspects in few years India will over power all
countries and achieve its target of top most position in telecom industry.
59
SERVICE PROVIDES
CHAPTER V ANALYSIS AND INTERPRETATION 5.1. INTRODUCTION: This chapter is allocated

for analysis and interpretation of data. The analysis of consumer satisfaction done
by percentage analysis and chi-square test
TABLE NO.-1
CONSUMER PREFERENCE TOWARDS CELL PHONE SERVICE PROVIDERS NAME OF THE CELL PHONE
SERVICE PROVIDER NUMBER OF RESPONDENTS 23 53 4 8 3 12 0 104 PERCENTAGE OF
RESPONDENTS 22.12 50.96 3.85 7.69 2.88 11.54 0 100
S.NO
1 AIRCEL 2 AIRTEL 3 BSNL 4 RELIANCE 5 TATA INDICOM 6 VODAFONE 7 OTHERS TOTAL

INFERENCE:
Most of the respondents are using Airtel (50.96%) and 22.12% of respondents are
using Aircel. Others are used different cell phone service providers.
60
SERVICE PROVIDES
61
SERVICE PROVIDES
TABLE NO: 2 Consumer’s preference towards cell phone service providers on the basis
of age group
UPTO 20 YEARS S.N O NAME OF THE CELL PHONE SERVICE PROVIDER 21 - 30 YEARS 31 - 40
YEARS 41 AMD ABOVE TOTAL
NO. OF RESPONDENT S
PERCENTAG E OF RESPONDENT S
NO. OF RESPONDENT S
NO. OF RESPONDENT S
NO. OF RESPONDENT S
NO. OF RESPONDENT S
PERCENTAGE OF RESPONDENT S
1 2 3 4 5 6 7
AIRCEL AIRTEL BSNL RELIANCE TATA INDICOM VODAFONE OTHERS TOTAL
5 15 1 0 0 4 0 25
20.00 60.00 4.00 0.00 0.00 16.00 0 100
12 33 2 5 3 9 0 64
18.75 51.56 3.13 7.81 4.69 12.50 0 100
4 1 0 0 0 0 0 5
80 20 0 0 0 0 0 100
2 4 1 3 0 0 0 10
20 40 10 30 0 0 0 100
23 53 4 8 3 13 0 104
22.11 50.96 3.84 7.69 2.88 12.50 0 100
INFERENCE:  Among respondents upto 20 years of age group, majority of them (i.e.
60%) are using airtel folllowed by aircel users(20%).  Consumers in the age group
of 21 – 30 years 51% of respondents are mostly prefer airtel (ie 51%) and 18% of
the respondents are using Aircel.  80% of customers are using Aircel, who are in
the age group of 31 – 40 years.  41 and above – 40% of the respondents are using
Airtel and 30% of respondents are using Reliance. 62
SERVICE PROVIDES
63
SERVICE PROVIDES
TABLE NO: 3 COMPOSITION OF RESPONDENTS ON THE BASIS OF MARITAL STATUS
S.NO
MARITAL STATUS
NUMBER OF RESPONDENTS
PERCENTAGE OF RESPONDENTS
1 2
MARRIED UNMARRIED TOTAL
30 74 104
28.85 71.15 100
INFERENCE: The married respondents are using cell phones in 28.85%, but the
unmarried respondents are using cell phones in 71%.
64
SERVICE PROVIDES
65
SERVICE PROVIDES
TABLE NO: 4 COMPOSITION OF RESPONDENTS ON THE BASIS OF EDUCATION QUALIFICATION
S.NO
EDUCATIONAL NUMBER OF QUALIFICATION RESPONDENTS
PERCENTAGE OF RESPONDENTS 30.77 62.50 6.73 0.00 100
1 2 3 4
UP TO HSC GRADUATION PROFESSIONAL OTHERS TOTAL
32 65 7 0 104
INFERENCE: The majority of the respondents 62.50% (graduates) are using cell phones
and 30.77% (upto HSC) respondents are using cell phones.
66
SERVICE PROVIDES
67
SERVICE PROVIDES
TABLE NO: 5 COMPOSITION OF RESPONDENTS ON THE BASIS OF OCCUPATION PERCENTAGE OF

RESPONDENTS 15.38 1.92 31.73 7.69 42.31 0.96 100
S.NO
OCCUPATION
1 2 3 4 5 6
BUSINESS PROFESSIONAL EMPLOYEE HOME MAKER STUDENT OTHERS TOTAL
16 2 33 8 44 1 104
INFERENCE: The students are using cell phones in 42% and the employees are sing
cell phones in 31.73% only.
68
SERVICE PROVIDES
69
SERVICE PROVIDES
TABLE NO: 6 COMPOSITION OF RESPONDENTS ON THE BASIS OF FAMILY INCOME (PER MONTH)
FAMILY INCOME LESS THAN Rs.5,000 Rs.5,001 TO 10,000 Rs.10,001 TO 15,000 ABOVE
15,000 TOTAL NUMBER OF RESPONDENTS 32 48 12 12 104 PERCENTAGE OF RESPONDENTS 30.77
46.15 11.54 11.54 100
S.NO
1 2 3 4
INFERENCE: 46% of respondents are get monthly income of Rs.5,000 – Rs.10,000, and
30% of respondents are get monthly income as less than Rs.5,000.
70
SERVICE PROVIDES
71
SERVICE PROVIDES
TABLE NO: 7 TABLE SHOWING VARIOUS FACTORS INDUCING TO PURCHASE THE CELL PHONES
PERCENTAGE OF RESPONDENTS 40.38 1.92 4.81 37.50 3.85 5.77 5.77 100
S.NO
INFLUENCING FACTOR FAMILY MEMBER NEIGHBORS RELATIONS FRIENDS ADVERTISEMENT DEALERS

OTHERS TOTAL
NUMBER OF RESPONDENTS 42 2 5 39 4 6 6 104
1 2 3 4 5 6 7
INFERENCE: On the basis of purchasing the cell phones 40% of the respondents are
inducing by family members, and 5.77% of respondents are only inducing by dealers
and others.
72
SERVICE PROVIDES
73
SERVICE PROVIDES
TABLE NO: 8 COMPOSITION OF RESPONDENTS ON THE BASIS OF PURPOSE OF PURCHASE OF THE

CELL PHONES NUMBER OF RESPONDENTS 15 89 104 PERCENTAGE OF RESPONDENTS 14.42 85.58
100
S.NO
PURPOSE FOR BUSINESS FOR PERSONAL TOTAL
1 2
INFERENCE: 15% of respondents are using cell phones for their business, and 89% of
respondents are using cell phones for their personal usage.
74
SERVICE PROVIDES
75
SERVICE PROVIDES
TABLE NO. : 9
Consumer’s preference towards cell phone service provider on the basis of scheme
Prepaid s. no Service providers No. of respondents 22 45 2 7 1 9 0 86 Percentage of

Respondents 21.15 43.26 1.92 6.73 0.97 8.65 0
Post paid No. of respondents 1 8 2 1 2 4 0 18 Percentage of Respondents 0.97 7.70

1.92 0.97 1.92 3.85 0 No. of respondents 23 53 4 8 3 13 0 104
Total Percentage of Respondents 22.12 50.96 3.85 7.69 2.88 12.50 0 100
1. 2. 3. 4. 5. 6. 7.
Aircel Airtel BSNL Reliance Tata indicom Vodafone Others Total
INFERENCE: In prepaid, majority of the respondents are using Airtel (43.26%),

21.15% of the respondents using Aircel, 1% of the respondents are only using Tata
indicom. In post paid, majority of the respondents 7.70% are using Airtel, and
0.97% of respondents are using Reliance and Aircel. 76
SERVICE PROVIDES
77
SERVICE PROVIDES
TABLE NO: 10 COMPOSITION OF RESPONDENTS ON THE BASIS OF USEFULNESS OF CELL PHONES

PERCENTAGE OF RESPONDENTS 17.31 1.92 75.00 5.77 100
S.NO
USAGE
1 2 3 4
INCOMING OUTGOING BOTH SMS TOTAL
18 2 78 6 104
INFERENCE: 75% of the respondents are using cell phones for incoming and outgoing,
but 5.77% of respondents are only using cell phones for SMS.
78
SERVICE PROVIDES
79
SERVICE PROVIDES
TABLE NO: 11
TABLE SHOWING THE NUMBER OF RESPONDENTS ON THE BASIS OF AWARENESS OF VARIOUS
SERVICES PROVIDED BY THE SERVICE PROVIDERS
AWARE VARIOUS SERVICES NEUTRAL UNAWARE TOTAL
S.NO
NO. OF RESPONDENTS
NO. OF RESPONDENTS
NO. OF RESPONDENTS
NO. OF RESPONDENTS
1 2 3
SCHEME OF INITIAL PURCHASE BALANCE OF TALK CHARGES PERIODICAL OFFERS CALL WAITING
AND CALL DIVERTING OPTION MODES OF PAYMENT
63 67 60 61 64
60.58 64.42 57.69 58.65 61.54
35 26 28 25 19
33.65 25.00 26.92 24.04 18.27
6 11 16 18 21
5.77 10.58 15.38 17.31 20.19
104 104 104 104 104
100 100 100 100 100
INFERENCE: 64% of respondents are awared about their talk charges, 57% of
respondents are only awared about various period offers. 33% of respondents are
less aware about their schemes and 18% of respondents are also less aware about
their modes of payments. 20% of respondents are unawared about their modes of
payment and 5.7% of respondents only unawared about their schemes.
80
SERVICE PROVIDES
81
SERVICE PROVIDES
TABLE NO: 12
INFLUENCING FACTORS TO PURCHASE THE CELL PHONE (ANOTHER VIEW)
S.NO
FACTORS
NUMBER OF RESPONDENT S 13 48 11 8 17 7 104
PERCENTAGE OF RESPONDENT S 12.50 46.15 10.58 7.69 16.35 6.73 100
1 2 3 4 5 6
DEPOSIT AMOUNT BRAND IMAGE AVAILABILITY CREDIT FACILITY FOR CONNECTION CUSTOMER
CARE SERVICE SERVICE CHARGES TOTAL
INFERENCE: 48.15% of respondents are purchasing the particular service by its brand
image, and 16.35% of respondents are choosing the particular service provider by
their customer care service.
82
SERVICE PROVIDES
83
SERVICE PROVIDES
TABLE NO: 13
CONSUMER’S SATISFACTION LEVEL ON THE BASIS OF PRICE OF THE CELL PHONE PROVIDERS
NAME OF THE CELL PHONE SERVICE PROVIDER AIRCEL AIRTEL BSNL RELIANCE TATA INDICOM
VODAFONE OTHERS TOTAL HIGHLY SATISFACTORY NO. OF RESPONDENTS PERCENTAGE OF
RESPONDENTS 15.38 69.23 0.00 0.00 0.00 15.38 0.00 100 SATISFACTORY NO. OF
RESPONDENTS PERCENTAGE OF RESPONDENTS 21.42 50.00 4.29 10.00 4.29 10.00 0.00 100
NON-SATISFACTORY NO. OF RESPONDENTS PERCENTAGE OF RESPONDENTS 50.00 0.00 12.50
12.50 0.00 25.00 0.00 100 TOTAL NO. OF RESPONDENTS 23 53 4 8 3 13 0 104 PERCENTAGE
OF RESPONDENTS
S.NO
1 2 3 4 5 6 7
4 18 0 0 0 4 0 26
15 35 3 7 3 7 0 70
4 0 1 1 0 2 0 8
22.12 50.96 3.85 7.69 2.88 12.50 0

100
INFERENCE: 69% of the resondnets are highly satisfied for the price of Airtel
service provider and 15 % of respondents are only highly satisfied for the price of
Aircel and Vodafone. 50% of the respondents are satisfied (average) for the price
of the Airtel, and 4% of the respondents are satisfied (average) for the price of
BSNL and Tata indicom. 50% of respondents are dissatisfied for the price of the
Aircel, and no percentage of respondents for the price of Airtel and Tata indicom.
84
SERVICE PROVIDES
85
SERVICE PROVIDES
TABLE NO: 14
CONSUMER’S SATISFACTION LEVEL ON THE BASIS OF PERFORMANCE OF SERVICE PROVIDER
S.N O
NAME OF THE CELL PHONE SERVIC E PROVID ER

AIRCEL AIRTEL BSNL RELIANC E TATA INDICOM VODAFO NE OTHERS TOTAL
HIGHLY SATISFACTORY
PERCENTA GE OF RESPONDEN TS
SATISFACTORY
PERCENT AGE OF RESPOND ENTS
NON-SATISFACTORY
TOTAL
NO. OF RESPONDEN TS
NO. OF RESPONDEN TS
NO. OF RESPONDENT S
NO. OF RESPONDEN TS
1 2 3 4 5 6 7
5 19 0 0 1 5 0 30
16.67 63.33 0.00 0.00 3.33 16.67 0.00 100
16 31 4 5 1 7 0 64
26.67 51.66 0.00 8.33 1.67 11.67 0 100
2 3 0 3 1 1 0 10
20.00 30.00 0.00 30.00 10.00 10.00 0.00 100
23 53 4 8 3 13 0 104
22.12 50.96 3.85 7.69 2.88 12.50 0

100
INFERENCE: 63% of respondents are highly satisfied for the performance of Airtel
service Provider, and 3.33% of respondents are only highly satisfied for the
performance of Tata indicom. 51.66% of respondents are satisfied (average) for the
performance of Airtel service provider and 1.67 % of respondents only satisfied
(average) for the Tata indicom service. No% of respondents are dissatisfied in BSNL
service. 86
SERVICE PROVIDES
87
SERVICE PROVIDES
TABLE NO: 15
CONSUMER’S SATISFACTION LEVEL ON THE BASIS OF AFTER SALES SERVICE OF THE SERVICE
PROVIDER
NAME OF THE CELL PHONE SERVICE PROVIDER AIRCEL AIRTEL BSNL RELIANCE TATA INDICOM
VODAFONE OTHERS TOTAL HIGHLY SATISFACTORY NO. OF RESPONDENTS PERCENTAGE OF
RESPONDENTS 14.28 61.90 2.38 0.00 2.38 19.04 0 100 SATISFACTORY NO. OF RESPONDENTS
PERCENTAGE OF RESPONDENTS 31.11 44.44 4.44 15.55 0.00 4.44 0.00 100 NON-
SATISFACTORY NO. OF RESPONDENTS PERCENTAGE OF RESPONDENTS 17.65 41.18 5.88 5.88
11.76 17.65 0.00 100 TOTAL NO. OF RESPONDENTS 23 53 4 8 3 13 0 104 PERCENTAGE OF
RESPONDENTS
6 26 1 0 1 8 0 42
14 20 2 7 0 2 0 45
3 7 1 1 2 3 0 17
22.12 50.96 3.85 7.69 2.88 12.50 0

100
INFERENCE: Majority of the respondents (61.90%) are highly satisfied about after
sales service and Airtel and no% of respondents are highly satisfied about the
after sales service of Reliance. 44.44% and 31.11% of respondents are satisfied
(average) about after sales service of Airtel and Aircel. 41% of respondents are
dissatisfied about after sales service of Airtel and 5.8% of respondents are only
dissatisfied about the after sales service of BSNL and Reliance.
88
SERVICE PROVIDES
89
SERVICE PROVIDES
TABLE NO: 16
CONSUMER’S SATISFACTION LEVEL ON THE BASIS OF SCHEMES AT THE TIME OF PURCHASING THE
PARTICULAR CELL PHONE SERVICE PROVIDER NAME OF THE CELL PHONE SERVICE PROVIDER
AIRCEL AIRTEL BSNL RELIANCE TATA INDICOM VODAFONE OTHERS TOTAL HIGHLY SATISFACTORY
NO. OF RESPONDENTS PERCENTAGE OF RESPONDENTS 26.64 53.33 0.00 3.33 0.00 16.67 0.00
100 SATISFACTORY NO. OF RESPONDENTS 13 33 4 3 2 8 0 63 PERCENTAGE OF RESPONDENTS
20.63 52.38 6.35 4.76 3.17 12.70 0.00 100 NON-SATISFACTORY NO. OF RESPONDENTS 2 4 0
4 1 0 0 11 PERCENTAGE OF RESPONDENTS 18.18 36.36 0.00 36.36 9.09 0.00 0.00 100
TOTAL NO. OF RESPONDENTS 23 53 4 8 3 13 0 104 PERCENTAGE OF RESPONDENTS
S.N O
1 2 3 4 5 6 7
8 16 0 1 0 4 0 30
22.12 50.96 3.85 7.69 2.88 12.50 0

100
INFERENCE: 53.33% of respondents are highly satisfied about the schemes at the time
of purchasing the Airtel and no% of respondents are highly satisfied about the
schemes at the time of purchasing the BSNL and Tata indicom. 52.38% of the
respondents are satisfied (average) about the schemes of the time of purchasing
Airtel. And 3% of the respondents are only satisfied (average) about the schemes at
the time of purchasing Tata indicom. No% of respondents are dissatisfied about the
schemes at the time of purchasing of BSNL and Vodafone and 36% of respondents are
dissatisfied at the time of purchasing the Airtel. 90
SERVICE PROVIDES
91
SERVICE PROVIDES
TABLE NO: 17
CONSUMER’S SATISFACTION LEVEL THE BASIS OF PERIODICAL OFFERS PROVIDED BY THE
SERVICE PROVIDERS NAME OF THE CELL PHONE SERVICE PROVIDER AIRCEL AIRTEL BSNL
RELIANCE TATA INDICOM VODAFON E OTHERS TOTAL HIGHLY SATISFACTORY PERCENTAGE NO. OF
OF RESPONDENT RESPONDENT S S 7 14 3 2 0 3 0 29 25.00 50.00 10.71 7.14 0.00 10.34
0.00 100 SATISFACTORY PERCENTAGE NO. OF OF RESPONDENT RESPONDENT S S 12 25 0 3 1 3
0 44 26.67 55.56 0.00 6.67 2.22 6.67 0.00 100 NON-SATISFACTORY PERCENTAGE NO. OF OF
RESPONDENT RESPONDENT S S 4 14 1 3 2 7 0 31 12.90 45.16 3.23 9.68 6.45 22.58 0.00
100 TOTAL NO. OF RESPONDENT S 23 53 4 8 3 13 0 104 PERCENTAGE OF RESPONDENTS
S.N O
1 2 3 4 5 6 7
22.12 50.96 3.85 7.69 2.88 12.50 0

100
INFERENCE: On the basis of periodical offers 50% of Airtel respondents are highly
satisfied, and no percentage of respondents are highly satisfied in Tata indicom.
55% of the respondents are satisfied (average) of the Airtel’s periodical offers.
45% of the respondents are dissatisfied of the Airtel’s periodical offers and 3% of
respondents are only dissatisfied about the BSNL’s periodical offers.
92
SERVICE PROVIDES
93
SERVICE PROVIDES
TABLE NO: 18 CONSUMER’S SATISFACTION LEVEL ON THE BASIS OF OUTGOING CALL CHARGES OF
SERVICE PROVIDERS NAME OF THE CELL PHONE SERVICE PROVIDE R AIRCEL AIRTEL BSNL
RELIANCE TATA INDICOM VODAFON E OTHERS TOTAL HIGHLY SATISFACTORY NO. OF RESPONDENT
S 8 15 1 2 0 5 0 31 PERCENTAG E OF RESPONDENT S 25.81 48.39 3.23 6.45 0.00 16.12
0.00 100 SATISFACTORY NO. OF RESPONDENT S 9 27 1 2 1 5 0 45 PERCENTAG E OF
RESPONDENT S 20.00 60.00 2.22 4.44 2.22 11.11 0.00 100 NON-SATISFACTORY NO. OF
RESPONDENT S 6 11 2 4 2 3 0 28 PERCENTAG E OF RESPONDENT S 21.43 39.29 7.14 14.29
7.14 10.71 0.00 100 TOTAL NO. OF RESPONDENT S 23 53 4 8 3 13 0 104 PERCENTAGE OF
RESPONDENT S
S.N O
1 2 3 4 5 6 7
22.12 50.96 3.85 7.69 2.88 12.50 0

100
INFERENCE: On the basis of outging call charges, 48% of Airtel respondents are
highly satisfied and no% of respondents are satisfied for the outgoing call charges
and Tata indicom. 60% of respondents are satisfied (average) about the outgoing
call charges of airtel and 2% of respondents only satisfied (average) in BSNL and
Tata indicom’s outgoing call charges. 39.2% of respondents are dissatisfied about
the outgoing call charges of Airtel, 7% of the respondents are only dissatisfied
about the outgoing call charges of BSNL and Tata indicom. 94
SERVICE PROVIDES
68
SERVICE PROVIDES
TABLE NO: 18 CONSUMER’S ATTITUDE TOWARDS THE IMPORTANCE OF CELL PHONES PERCENTAGE
OF RESPONDENTS 64.42 15.38 8.65 11.54 100
S.NO
NATURE
1 NECESSITY 2 STATUS 3 LUXURY 4 COMPULSION TOTAL
67 16 9 12 104
INFERENCE: 67% of the respondents are states that cell phones are necessity, and 9%
of respondents are only states that cell phones are luxury.
69
SERVICE PROVIDES
70
SERVICE PROVIDES
CALCULATION OF SATISFACTORY SCORES

The Respondents were asked to state their level of Satisfaction relating to some
factors. Based on their responses the satisfaction score obtained by each
respondent was found out. Points or scores were allocated based on the response.
For each of the factor three levels of satisfaction were assigned namely high,
medium and low. For high satisfied three points were given, for satisfied two and
for not satisfied one point was given. The total scores secured by each respondent
was thus arrived at. All the hundred respondents were classified based on their
level of satisfaction. Those who have obtained up to 20 points were classified
under low satisfaction category, Respondents with 21 – 30 points were classified
under medium satisfaction category and those with more than 30 points were
classified under high satisfaction category.
NUMBER OF RESPONDENTS AND LEVEL OF SATISFACTION LEVEL OF SATISFACTION HIGH

SATISFACTION MEDIUM SATISFACTION LOW SATISFACTION TOTAL NO. OF RESPONDENTS 33 50 17
100
71
SERVICE PROVIDES
CHI-SQUARE TEST Chi-square test is one of the simplest and most widely used
nonparametric tests in statistical work. This test was first used by Karl Pearson
in the year 1900. The quantity describes the magnitude of the discrepancy between
theory and observation.
It is a method to test the relationship between the theoretical (hypothesis) & the
observed value.
Chi – square test (X2) = ∑ (O – E)2 / E Degrees Of Freedom = V = (R – 1) (C -1)

Were, ‘O’ = Observed Frequency ‘E’ = Expected Frequency ‘R’ = Number of Rows ‘C’ =
Number of Columns
For all the chi-square test the table value has taken @ 5% level of significance.
72
SERVICE PROVIDES
TABLE NO. 5.1 CHI-SQUARE ANALYSIS ON THE RELATIONSHIP BETWEEN AGE AND SATISFACTION
WITH REGARDING THE CELL PHONE SERVICE PROVIDER
AGE UPTO 20 21 - 30 31 - 40 ABOVE 40 TOTAL LEVEL OF SATISFACTION HIGH MODERATE LOW
2 22 1 15 36 13 0 5 0 1 6 3 18 69 17 TOTAL 25 64 5 10 104
H O:
There is no significant relationship between age and level of satisfaction.
H1:
There is significant relationship between age and level of satisfaction

O 2 15 0 1 22 36 5 6 1 13 0 3 E 4.50 11.52 0.90 1.80 17.25 44.16 3.45 6.90 4.25
10.88 0.85 1.70 TOTAL O-E -2.50 3.48 -0.90 -0.80 4.75 -8.16 1.55 -0.90 -3.25 2.12
-0.85 1.30 (O-E)2 6.25 12.11 0.81 0.64 22.56 66.59 2.40 0.81 10.56 4.49 0.72 1.69
(O-E)2/E 1.39 1.05 0.90 0.36 1.31 1.51 0.70 0.12 2.49 0.41 0.85 0.99 11.07
73
SERVICE PROVIDES
X2 = ∑ (O-E)2 / E =
11.07
Number of degree of freedom: ndf = (row-1) (column –1) (3) = 6 (2)
Table value of x2 at 5% level of significant = 12.59 Conclusion:
HO is accepted since the calculated value of x2 (11.07) less than the table value
of x2 (12.59) hence there is no significant relationship between level of
satisfaction and age.
74
SERVICE PROVIDES
TABLE NO. 5.2 CHI-SQUARE ANALYSIS ON THE RELATIONSHIP BETWEEN GENDER AND
SATISFACTION WITH REGARDING THE CELL PHONE SERVICE PROVIDER
LEVEL OF SATISFACTION GENDER MALE FEMALE TOTAL HIGH 11 7 18 MODERATE 42 27 69 LOW
13 4 17 TOTAL 66 38 104
HO: There is no significant relationship between gender and level of satisfaction.

H1: There is significant relationship between gender and level of satisfaction
O 11 7 42 27 13 4
E 11.88 6.84 45.54 26.22 11.22 6.46 TOTAL
O-E -0.88 0.16 -3.54 0.78 1.78 -2.46
(O-E)2 0.77 0.03 12.53 0.61 3.17 6.05
(O-E)2/E 0.07 0.00 0.28 0.02 0.28 0.94 1.59
75
SERVICE PROVIDES
X2 = ∑ (O-E)2 / E =
1.59
HO is accepted since the calculated value of x2 (1.59) less than the table value of
x2 (5.99) hence there is no significant relationship between level of satisfaction
and gender.
76
SERVICE PROVIDES
TABLE NO. 5.3 CHI-SQUARE ANALYSIS ON THE RELATIONSHIP BETWEEN MARITAL STATUS AND
MARITAL STATUS MARRIED UNMARRIED TOTAL
LEVEL OF SATISFACTION HIGH 7 11 18 MODERATE 17 52 69 LOW 6 11 17
TOTAL 30 74 104
HO: There is no significant relationship between marital status and level of

satisfaction. H1: There is significant relationship between marital status and
level of satisfaction
O 7 11 17 52 6 11
E 5.40 13.32 20.70 51.06 5.10 12.58 TOTAL
O-E 1.60 -2.32 -3.70 0.94 0.90 -1.58
(O-E)2 2.56 5.38 13.69 0.88 0.81 2.50
(O-E)2/E 0.47 0.40 0.66 0.02 0.16 0.20 1.91
77
SERVICE PROVIDES
X2 = ∑ (O-E)2 / E =
1.91
and marital status.
78
SERVICE PROVIDES
TABLE NO. 5.4 CHI-SQUARE ANALYSIS ON THE RELATIONSHIP BETWEEN EDUCATIONAL

QUALIFICATION AND SATISFACTION WITH REGARDING THE CELL PHONE SERVICE PROVIDER
EDUCATIONAL QUALIFICATION UP TO HSC GRADUATE PROFESSIONAL OTHERS TOTAL
LEVEL OF SATISFACTION HIGH MODERATE LOW 6 4 18 9 6 36 2 1 8 1 6 7 18 17 69
TOTAL 28 51 11 14 104
HO: There is no significant relationship between educational qualification and

level of satisfaction. H1: There is significant relationship between educational
qualification and level of satisfaction

O 6 9 2 1 4 6 1 6 18 36 8 7 E 5.04 9.18 1.98 2.52 4.76 8.67 1.87 2.38 19.32 35.19
7.59 9.66 TOTAL O-E 0.96 -0.18 0.02 -1.52 -0.76 -2.67 -0.87 3.62 -1.32 0.81 0.41
-2.66 (O-E)2 0.92 0.03 0.00 2.31 0.58 7.13 0.76 13.10 1.74 0.66 0.17 7.08 (O-E)2/E
0.18 0.00 0.00 0.92 0.12 0.82 0.40 5.51 0.09 0.02 0.02 0.73 8.09
79
SERVICE PROVIDES
X2 = ∑ (O-E)2 / E =
8.09
and educational qualification.
80
SERVICE PROVIDES
TABLE NO. 5.5 CHI-SQUARE ANALYSIS ON THE RELATIONSHIP BETWEEN OCCUPATION AND
OCCUPATION BUSINESS PROFESSIONAL EMPLOYEE HOME MAKER STUDENT OTHERS TOTAL LEVEL OF
SATISFACTION HIGH MODERATE LOW 3 9 4 0 2 0 5 20 8 2 5 1 8 32 4 0 1 0 18 69 17 TOTAL
16 2 33 8 44 1 104
HO: There is no significant relationship between occupation and level of

satisfaction. H1: There is significant relationship between occupation
and level of satisfaction

O 3 0 5 2 8 9 2 20 5 32 4 0 8 1 4 E 2.88 0.36 5.94 1.44 7.92 11.04 1.38 22.77 5.52
30.36 2.72 0.34 5.61 1.36 7.48 TOTAL O-E 0.12 -0.36 -0.94 0.56 0.08 -2.04 0.62
-2.77 -0.52 1.64 1.28 -0.34 2.39 -0.36 -3.48 (O-E)2 0.01 0.13 0.88 0.31 0.01 4.16
0.38 7.67 0.27 2.69 1.64 0.12 5.71 0.13 12.11 (O-E)2/E 0.01 0.36 0.15 0.22 0.00
0.38 0.28 0.34 0.05 0.09 0.60 0.34 1.02 0.10 1.62 3.82
X2 = ∑ (O-E)2 / E =
3.82 81
SERVICE PROVIDES
and occupation.
82
SERVICE PROVIDES
TABLE NO. 5.6 CHI-SQUARE ANALYSIS ON THE RELATIONSHIP BETWEEN MONTHLY INCOME AND
MONTHLY INCOME LESS THAN Rs.5000 Rs.5001 TO 10000 Rs.10001 TO 15000 ABOVE 15000
TOTAL
LEVEL OF SATISFACTION HIGH MODERATE LOW 4 27 1 12 27 9 1 10 1 1 5 6 18 69 17
TOTAL 32 48 12 12 104
HO: There is no significant relationship between monthly income and level of

satisfaction. H1: There is significant relationship between monthly income
O 4 12 1 1 27 27 10 5 1 9 1 6
E 5.76 8.64 2.16 2.16 22.08 33.12 8.28 8.28 5.44 8.16 2.04 2.04 TOTAL
O-E -1.76 3.36 -1.16 -1.16 4.92 -6.12 1.72 -3.28 -4.44 0.84 -1.04 3.96
(O-E)2 3.10 11.29 1.35 1.35 24.21 37.45 2.96 10.76 19.71 0.71 1.08 15.68
(O-E)2/E 0.54 1.31 0.62 0.62 1.10 1.13 0.36 1.30 3.62 0.09 0.53 7.69 11.21
X2 = ∑ (O-E)2 / E =
11.21 83
SERVICE PROVIDES
HO is accepted since the calculated value of x2 (11.21) less than the table value
of x2 (12.59) hence there is no significant relationship between level of
satisfaction and monthly income.
84
SERVICE PROVIDES
TABLE NO. 5.7

CHI-SQUARE ANALYSIS ON THE RELATIONSHIP BETWEEN SERVICE PROVIDERS AND SATISFACTION
SERVICE PROVIDERS AIRCEL AIRTEL BSNL RELIANCE TATA INDICOM VODAFONE OTHERS TOTAL
LEVEL OF SATISFACTION HIGH MODERATE LOW 3 18 2 12 36 5 0 3 1 0 4 4 0 1 2 3 6 3 0 1

0 18 69 17
TOTAL 23 53 4 8 3 12 1 104
HO: There is no significant relationship between service providers and level of

satisfaction. H1: There is significant relationship between service providers

O 3 12 0 0 0 3 0 18 36 3 4 1 6 1 2 5 1 4 2 3 0 E 4.14 9.54 0.72 1.44 0.54 2.16 0.18
15.87 36.57 2.76 5.52 2.07 8.28 0.69 3.91 9.01 0.68 1.36 0.51 2.04 0.17 O-E -1.14
2.46 -0.72 -1.44 -0.54 0.84 -0.18 2.13 -0.57 0.24 -1.52 -1.07 -2.28 0.31 -1.91
-4.01 0.32 2.64 1.49 0.96 -0.17 TOTAL (O-E)2 1.30 6.05 0.52 2.07 0.29 0.71 0.03
4.54 0.32 0.06 2.31 1.14 5.20 0.10 3.65 16.08 0.10 6.97 2.22 0.92 0.03 (O-E)2/E
0.31 0.63 0.72 1.44 0.54 0.33 0.00 0.29 0.01 0.02 0.42 0.55 0.63 0.00 0.93 1.78
0.15 5.12 4.35 0.45 0.00 8.76
X2 = ∑ (O-E)2 / E =
8.76 85
SERVICE PROVIDES
and service provider.
86
SERVICE PROVIDES
TABLE NO. 5.8 CHI-SQUARE ANALYSIS ON THE RELATIONSHIP BETWEEN USE OF CELL PHONE AND
SATISFACTION
LEVEL OF SATISFACTION PURPOSE HIGH BUSINESS PERSONAL TOTAL 3 15 18 MODERATE 7 62 69
LOW 5 12 17 15 89 104 TOTAL
HO: There is no significant relationship between use of cell phone and level of
satisfaction. H1: There is significant relationship between use of cell phone
O 3 15 7 62 5 12
E 2.70 16.02 10.35 61.41 2.55 15.13 TOTAL
O-E 0.30 -1.02 -3.35 0.59 2.45 -3.13
(O-E)2 0.09 1.04 11.22 0.35 6.00 9.80
(O-E)2/E 0.03 0.06 1.08 0.01 2.35 0.65 4.19
87
SERVICE PROVIDES
X2 = ∑ (O-E)2 / E =
4.19
and use of cell phone.
88
SERVICE PROVIDES
TABLE NO. 5.9 CHI-SQUARE ANALYSIS ON THE RELATIONSHIP BETWEEN USE OF CELL PHONE AND
SATISFACTION
TYPE OF CONNECTION POST PAID PREPAID TOTAL
LEVEL OF SATISFACTION HIGH 4 14 18 MODERATE 14 55 69 LOW 8 9 17
TOTAL 26 78 104
HO: There is no significant relationship between type of connection and level of

satisfaction. H1: There is significant relationship between type of connection
O 4 14 14 55 8 9
E 4.68 14.04 17.94 53.82 4.42 13.26 TOTAL
O-E -0.68 -0.04 -3.94 1.18 3.58 -4.26
(O-E)2 0.46 0.00 15.52 1.39 12.82 18.15
(O-E)2/E 0.10 0.00 0.87 0.03 2.90 1.37 5.26
89
SERVICE PROVIDES
X2 = ∑ (O-E)2 / E =
5.26
and type of connection.
90
SERVICE PROVIDES
CHAPTER VI FINDINGS, SUGGESTIONS AND CONCLUSION

INTRODUCTION:
This chapter is allocated to express the findings and conclusions in this study.
Statistical tools are applied to analyze the data. It includes the result of each
and every tables, charts and tests. FINDINGS FROM PERCENTAGE ANALYSIS: → On the
basis of consumer preference, majority of the peoples are preferred Airtel. → On
the basis of age group, most of the respondents (60%), are using Airtel, who are in
the category of upto 20 years. → On the basis of marital status mostly unmarried
respondents are using cell phones than married respondents. → On the basis of
educational qualification, most of the graduates are using cell phones. → On the
basis of occupation, the students are only used cell phones in more level. → On the
basis of family income, 30% of the respondents are using cell phones, who are all
get family income of less than Rs.5,000. → Majority of the peoples are buy the cell
phones by influencing their family members.
91
SERVICE PROVIDES
→ 3.8% of respondents are only influenced by advertisements. → Majority of the

peoples are using cell phones for personal usage. → Majority of the peoples are
using prepaid scheme. → Majority of the peoples are using cell phones for both
incoming and outgoing. → Less than 20% of the peoples are only less awarred about
services provided by the services provider. → Majority of the peoples are seeking
brand image, for their service provider. → Majority of the respondents are highly
satisfied about the price of Airtel. → No peoples are highly satisfied about the
price of BSNL, Reliance, Tata indicom. → No peoples are dissatisfied about the
price of the Airtel. → On the basis of performance, no peoples are highly satisfied
in BSNL, Reliance. → No peoples are dissatisfied about the performance of BSNL
service provider. → On the basis of after sales service, the majority of the
respondents are highly satisfied in Airtel.
92
SERVICE PROVIDES
→ No peoples are highly satisfied about the after sales service of BSNL. → Minority
(5%) people are only dissatisfied about the after sales services of BSNL and
Reliance. → On the basis of schemes at the time of the service, 55% of peoples are
highly satisfied. → On the basis of periodical offers, majority of the peoples
highly satisfied in Airtel. → On the basis of outgoing call charges, majority of
people are highly satisfied in Airtel. → No people are highly satisfied about the
outgoing call charges of Tata indicome. → On the basis of consumer’s attitude,
majority of the people are states that cell phones are necessity to all. → 8% of
the respondents are only states that cell phones are luxury. FINDING FROM CHI-
SQUARE TEST:  Chi-square test reveals that there is no significant relationship
between satisfaction level and age.  Chi-square test shows that there is no
significant relationship between satisfaction level and gender.
93
SERVICE PROVIDES
 Chi-square test indicates that there is no significant relationship between the

marital status and level of satisfaction.  Chi-square test showing that there is
no significant relationship between education and level of satisfaction.  Chi-
square test reveals that there is no significant relationship between occupation
and level of satisfaction.  Chi-square test shows that there is no significant
relationship between monthly income and level of satisfaction.  Chi-square test
indicate that there is no significant relationship between service provider and
satisfaction level.  Chi-square test shows that there is no significant
relationship between the type of connection and level of satisfaction.
SUGGESTIONS: æBSNL, Tata indicom should try to expand their customer’s network.
æReliance, and Tata indicom should try to attract the young peoples. (upto 20
years) æAirtel should try to attract old peoples also.
94
SERVICE PROVIDES
æAll the service providers are made good advertisements for their service. Because,
advertisements are take little part for influencing the consumers. æAll the service
providers are try to increase post paid users. æ75% of the peoples are unaware
about the various services rendered by their service provider. So the service
providers try to make awareness of their customers services to their customers.
æBSNL, Reliance, Tata indicom should attract the customers by reducing their price.
æBSNL, Reliance customers are highly dissatisfied about the performance of the
service provider. So they should try to add some advanced features towards their
services. æAircel should try to increase their after sales services. æAirtel should
decreased their dissatisfied customers by providing good after sales services.
æTata indicom should give periodical offers to their customers. æTata indicome
should decrease their outgoing call charges.
95
SERVICE PROVIDES
CONCLUSION: This is an information era significance of information cannot be over

emphasized. This study attempts to find out the satisfaction of consumer regarding
cell phone service providers. This decade, most of the peoples using cell phones.
So, service providers are increasing in more level. So service provider are should
over come another one’s competition. So, it leads to adding new features, schemes,
periodical offers to their service. So, the consumers get maximum benefit from
their service provider. Now-a-days, cell phones are very necessity to all. Because,
it is give safety to the men and women also. And no person are feel cell phones are
luxury one. So most of the persons are also should preferred these cell phones to
their children.
96
SERVICE PROVIDES
BIBLIOGRAPHY
BOOKS: MARKETING MANAGEMENT V.S. Ramaswamy, S.Namakumari
RESEARCH METHODOLOGY
C.R.Kothari
OPERATION RESEARCH
Vittal
INTERNET SOURCE: www.mrvfonv.com
97
SERVICE PROVIDES
“A STUDY OF CONSUMER’S PREFERENCE AND SATISFACTION TOWARDS VARIOUS CELL PHONE

SERVICE PROVIDES”
QUESTIONNAIRE
1. 2. 3. 4. 5.
Name Sex Age Marital Status
: : : : a. Male a. Up to 20 yrs a. Married b. Female b.21-30 yrs b. Unmarried
Educational Qualification a.Up to Hs b. Graduation c. Professional
d. Others _____________________________________(Pls Specify) 6. Occupation a.

Business d. Home maker 7. : b. Professional e. Student : c. Employee f. Others
Family income (P/m)
a. Less than Rs.5, 000/- b. Rs. 5,000/- to 10,000/c. Rs. 10,000/- to 15,000/d.
Above Rs. 15, 000/98
SERVICE PROVIDES
8.
Which cell phone (Service Provider) do you possess ? a. Aircel b. Airtel c. BSNL d.
Reliance
e. TATA Indicom f. Vodafone g. Others 9. Who influenced you to by the particular

cell phone service
provider ? a. Family Member b. Neighbours c. Relations f. Dealers 10. d. Friends g.

Others e. Advertisement
Why do you buy the cell phones ? a. For business b. For personal
11.
Which type of scheme is most preferable by you ? a. Period b. Postpaid
12.
If you have postpaid / prepaid connection mention scheme Name &
Monthly rental charges ? ______________________________________________________ 13.

Are you used Cell Phone (Service Provider) mainly for a. Incoming b. Outgoing c.
Both d. SMS Messaging
99
SERVICE PROVIDES
14.
Are you aware of the following details relating in your
connection ? (Pre / Postpaid connection) S. No a. Scheme b. Balance of Talk charges

c. Periodical offers d. Call waiting & Call Diverting option e. Modes of payment
Aware Neutral Unaware
15. Are you influenced by the following factors relating in your connection ? S. No
a. Monthly rental charges b. Charges for cell phones to land lines c. Signal of
tower Networking d. Cost of scheme e. Incoming (in days) 100 Aware Neutral Unaware
SERVICE PROVIDES
f. Number of outgoings calls g. Outgoings call charges
16.
What factor influenced you to decide your Cell Phones service ?
a. b. c. d. e. f.
Deposit amount Brand Image Availability Credit facility for your connection
Customer care service Service charges
17. Satisfaction about the particular cell phone service provider ?
Highly Satisfacotry a. Price b. Performance c. Capacity d. After sales service e.

Easy Process 101
Satisfactory
NonSatisfacotry
SERVICE PROVIDES
f. Schemes g. Various Facilities h. Periodical Offers i. Modes of Payment j. Out

going call
Charges
18.
Do you face any difficulty in your cell phone connection ? a. Yes b. No
19.
If yes, please point out the problem ? a. Coverage d. Network busy b. Service d.
Others c. Clarity
20.
You consider mobile as a a. Necessity d. Compulsion b. Status c. Luxury
21.
What is your valuable suggestion / opinion about your cell
phone service provider ?
102

A Study of Consumer S Preference and Satisfaction Towards Various Cell Phone Service Provides

Uploaded by

Document Information

Original Title

Copyright

Available Formats

Share this document

Share or Embed Document

Sharing Options

Did you find this document useful?

Is this content inappropriate?

Copyright:

Available Formats

A Study of Consumer S Preference and Satisfaction Towards Various Cell Phone Service Provides

Uploaded by

Copyright:

Available Formats

A STUDY OF CONSUMER’S PREFERENCE AND SATISFACTION TOWARDS VARIOUS CELL PHONE

SUKUMAR M.Com., M.Phil., PGDCA COIMBATORE, TAMILNADU, INDIA

SUKUMAR M.Com., M.Phil., PGDCA COIMBATORE, TAMILNADU, INDIA

SUKUMAR M.Com., M.Phil., PGDCA COIMBATORE, TAMILNADU, INDIA

SUKUMAR M.Com., M.Phil., PGDCA COIMBATORE, TAMILNADU, INDIA

SUKUMAR M.Com., M.Phil., PGDCA COIMBATORE, TAMILNADU, INDIA

SUKUMAR M.Com., M.Phil., PGDCA COIMBATORE, TAMILNADU, INDIA

1.5.Objectives of the study:  To study the evaluation of cell phones with

SUKUMAR M.Com., M.Phil., PGDCA COIMBATORE, TAMILNADU, INDIA

1.7.Scope of study: The present study is contained to Coimbatore and it is decided

SUKUMAR M.Com., M.Phil., PGDCA COIMBATORE, TAMILNADU, INDIA

SUKUMAR M.Com., M.Phil., PGDCA COIMBATORE, TAMILNADU, INDIA

CHAPTER III RESEARCH METHODOLOGY

SUKUMAR M.Com., M.Phil., PGDCA COIMBATORE, TAMILNADU, INDIA

Descriptive research design: In includes surveys, and facts finding enquires of

SUKUMAR M.Com., M.Phil., PGDCA COIMBATORE, TAMILNADU, INDIA

SUKUMAR M.Com., M.Phil., PGDCA COIMBATORE, TAMILNADU, INDIA

CHAPTER IV INTRODUCTION OF INDUSTRY

SUKUMAR M.Com., M.Phil., PGDCA COIMBATORE, TAMILNADU, INDIA

SUKUMAR M.Com., M.Phil., PGDCA COIMBATORE, TAMILNADU, INDIA

SUKUMAR M.Com., M.Phil., PGDCA COIMBATORE, TAMILNADU, INDIA

SUKUMAR M.Com., M.Phil., PGDCA COIMBATORE, TAMILNADU, INDIA

Unrestricted entry is allowed in the basic services, national and international

MOBILE SUBSCRIBER STATISTICS

SUKUMAR M.Com., M.Phil., PGDCA COIMBATORE, TAMILNADU, INDIA

SUKUMAR M.Com., M.Phil., PGDCA COIMBATORE, TAMILNADU, INDIA

SUKUMAR M.Com., M.Phil., PGDCA COIMBATORE, TAMILNADU, INDIA

SUKUMAR M.Com., M.Phil., PGDCA COIMBATORE, TAMILNADU, INDIA

SUKUMAR M.Com., M.Phil., PGDCA COIMBATORE, TAMILNADU, INDIA

SUKUMAR M.Com., M.Phil., PGDCA COIMBATORE, TAMILNADU, INDIA

SUKUMAR M.Com., M.Phil., PGDCA COIMBATORE, TAMILNADU, INDIA

SUKUMAR M.Com., M.Phil., PGDCA COIMBATORE, TAMILNADU, INDIA

BSNL has set up a world class multi-gigabit, multi-protocol convergent IP

SUKUMAR M.Com., M.Phil., PGDCA COIMBATORE, TAMILNADU, INDIA

Reliance Communications has a reliable, high-capacity, integrated (both wireless

SUKUMAR M.Com., M.Phil., PGDCA COIMBATORE, TAMILNADU, INDIA

SUKUMAR M.Com., M.Phil., PGDCA COIMBATORE, TAMILNADU, INDIA

SUKUMAR M.Com., M.Phil., PGDCA COIMBATORE, TAMILNADU, INDIA

SUKUMAR M.Com., M.Phil., PGDCA COIMBATORE, TAMILNADU, INDIA

CHAPTER V ANALYSIS AND INTERPRETATION 5.1. INTRODUCTION: This chapter is allocated

1 AIRCEL 2 AIRTEL 3 BSNL 4 RELIANCE 5 TATA INDICOM 6 VODAFONE 7 OTHERS TOTAL

SUKUMAR M.Com., M.Phil., PGDCA COIMBATORE, TAMILNADU, INDIA

SUKUMAR M.Com., M.Phil., PGDCA COIMBATORE, TAMILNADU, INDIA

AIRCEL AIRTEL BSNL RELIANCE TATA INDICOM VODAFONE OTHERS TOTAL

20.00 60.00 4.00 0.00 0.00 16.00 0 100

18.75 51.56 3.13 7.81 4.69 12.50 0 100

22.11 50.96 3.84 7.69 2.88 12.50 0 100

SUKUMAR M.Com., M.Phil., PGDCA COIMBATORE, TAMILNADU, INDIA

SUKUMAR M.Com., M.Phil., PGDCA COIMBATORE, TAMILNADU, INDIA

TABLE NO: 3 COMPOSITION OF RESPONDENTS ON THE BASIS OF MARITAL STATUS

MARRIED UNMARRIED TOTAL

28.85 71.15 100

SUKUMAR M.Com., M.Phil., PGDCA COIMBATORE, TAMILNADU, INDIA

SUKUMAR M.Com., M.Phil., PGDCA COIMBATORE, TAMILNADU, INDIA

TABLE NO: 4 COMPOSITION OF RESPONDENTS ON THE BASIS OF EDUCATION QUALIFICATION

EDUCATIONAL NUMBER OF QUALIFICATION RESPONDENTS

PERCENTAGE OF RESPONDENTS 30.77 62.50 6.73 0.00 100

UP TO HSC GRADUATION PROFESSIONAL OTHERS TOTAL

SUKUMAR M.Com., M.Phil., PGDCA COIMBATORE, TAMILNADU, INDIA

SUKUMAR M.Com., M.Phil., PGDCA COIMBATORE, TAMILNADU, INDIA

TABLE NO: 5 COMPOSITION OF RESPONDENTS ON THE BASIS OF OCCUPATION PERCENTAGE OF

BUSINESS PROFESSIONAL EMPLOYEE HOME MAKER STUDENT OTHERS TOTAL

SUKUMAR M.Com., M.Phil., PGDCA COIMBATORE, TAMILNADU, INDIA