INTRODUCTION

Customer satisfaction, a business term, is a measure of how products and services

supplied by a company meet or surpass customer expectation. It is seen as a key performance
indicator within business and is part of the four perspectives of a Balanced Scorecard. In a
competitive marketplace where businesses compete for customers, customer satisfaction is
seen as a key differentiator and increasingly has become a key element of business strategy

Measuring customer satisfaction

Organizations are increasingly interested in retaining existing customers while

targeting non-customers, measuring customer satisfaction provides an indication of how
successful the organization is at providing products and/or services to the marketplace.

Customer satisfaction is an ambiguous and abstract concept and the actual

manifestation of the state of satisfaction will vary from person to person and product/service
to product/service. The state of satisfaction depends on a number of both psychological and
physical variables which correlate with satisfaction behaviors such as return and recommend
rate. The level of satisfaction can also vary depending on other options the customer may
have and other products against which the customer can compare the organization's products

Definition:
The degree to which there is match between the customer's expectations of the
product and the actual performance of the product.

The broad definition of services implies that intangibility is a key determinant of

whether an offering is a service. While this is true, it is also true that very few products are
purely intangible or totally tangible. Instead, services tend to be more intangible than
manufactured products, and manufactured products tend to be more tangible than services.
For example, the fast-food industry while classified as a service, also has many tangible
components such as the food" the packaging, and so on. Automobiles, while classified within
the manufacturing sector, also supply many intangibles, such as transportation. Throughout
this text, when we refer to services we will be assuming the broad definition of services and
acknowledging that there are very few "pure services,, or "pure goods." The issues and
approaches we discuss are directed toward those offerings that lie on the right side, the
intangible side, of the spectrum.

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NEED FOR THE STUDY

IDEA has good market standing and company’s tariff plans and services level are
good, which are largely responsible for its position. IDEA has to sustain its position against
the expected stiff competition. The company has to know its customer perception, the
satisfaction level and also its competitor’s customer satisfaction level and problems, which
are facing their customers in order to take appropriate action. Hence, the study titled “A
STUDY ON CUSTOMER SATISFACTION TOWARDS IDEA CELLULAR
SERVICES IN KHAMMAM” has been undertaken

2
OBJECTIVES OF THE STUDY

 To know the satisfactory level of the customers about IDEA Cell Phone services.
 To find out the percentage of respondents connected to IDEA and usage of schemes.
 To know the easy availability of recharge coupons.
 To find out the priority the reason for using IDEA Cell Service.
 To find out that how staff behavior is?

3
SCOPE OF THE STUDY

In today’s context both markets and marketing is complex. Cellular Phones and
mobiles have stormed the market in its fast growing world of technology. This survey under
taken for Cell Phone services will enable it to Phone. The user’s awareness and satisfaction
level towards IDEA Cell Phone services.

This survey gathers information from Cell Phone users. It brings out the customer
feedback on the product. Mainly this survey looks into the users profile and check for any
relevant relation of dependence with the variable like occupation age group of respondents.

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RESEARCH METHODOLOGY

Meaning of research:

According to D. Stephenson in the Encyclopedia of social sciences defines research

as” the manipulation of thing, concepts are symbols for the purpose of generalizing to extend,
correct or verify knowledge, whether that knowledge aids in construction of theory or in
practice of an art.”

RESEARCH DESIGN:

Research Methodology include seven stages that to be followed sequentially. Those are listed
below.

1. First the problem has to be defined and determined. Knowing the need of the study
can do this.
2. The information that is required for solving the problem has to be specifically defined.
3. In this stage source from which the information can be obtained is identified
4. The next step is to obtain information through data collection techniques.
5. The obtained information is processed to get the required output
6. The findings from the processed information are then interpreted.
7. Lastly the findings are presented.

DATA SOURCES:

Data sources are the sources from which we get the information.

Data collected through company approved questionnaires have been used as the
primary source of data and also usage of secondary data wherever applicable.

Primary Data

To understand the customer of newspaper in terms of brand choice and brand

perceptions, primary data is necessary. By using primary data, collection method, consumers
were collected. (COLLECT or Gather consumer responses).

This was done with the help of fully prepared structured questionnaires with a
prescribed sequence of open ended, and closed ended questions, multiple choices,
discriminate, rating and ranking to capture the appropriate responses from the respondents.

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SECONDARY DATA

This was collected through oral communication. Secondary data about the company
profile and other details were collected from the company brochures through personal
discussions with the company managers .Data pertaining to newspaper industry has been
obtained through the book “The Mass Media and You “by Desmond A.D. Abcro.

SAMPLING PROCEDURE

A sample of 100 respondents belonging to different areas in KHAMMAM was

drawn. The sample was divided into different groups in such a way that it will represent
different categories of the people.

SAMPLING TECHNIQUE

The location was chosen on a random basis. Even this sample was chosen by simple
random sampling. A sampling technique in which every element of the population of interest
has an equal probability of being included in this sample.

POPULATION:

All the Customers of IDEA have been deemed as the population of the study.

SAMPLE SIZE

The sample size is 100 and the respondents.

PERIOD OF STUDY

The period of study is 45 days duration.

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LIMITATIONS OF THE STUDY

 Time duration for the study was limited to 2 months.

 The study was restricted to KHAMMAM.

 A convenience sample was taken from KHAMMAM and the sample was restricted to
100 customers.

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 INDUSTRY PROFILE

First mobile telephone service on non-commercial basis started in India on 48th

Independence Day at country’s capital Delhi. The first cellular call was made in India on July
31st, 1995 over Modi Telstra’s MobileNet GSM network of Kolkata. Later mobile telephone
services are divided into multiple zones known as circles. Competition has caused prices to
drop and calls across India are one of the cheapest in the world.

Most of the operator follows GSM mobile system operate under 900MHz bandwidth
few recent players started operating under 1800MHz bandwidth. CDMA operators operate
under the 800Mhz band, they are first to introduce EVDO based high-speed wireless data
services via USB dongle. In spite of this huge growth, Indian telecom sector is hit by severe
spectrum crunch, corruption by India Govt. officials and financial troubles.

In 2008, India entered the 3G arena with the launch of 3G enabled Mobile and Data
services by Government owned MTNL and BSNL. Later from November 2010 private
operator’s started to launch their services

India has the fastest growing telecom market in the world with more than 1.2 billion
subscribers in 2018. It's also one of the most chaotic for foreigners. A lot of operators used to
share the market, but after the market entry of a disruptive player (Jio) in 2015/6 a massive
wave of consolidation has hit the country 2017-9. Only four groups of providers remain, that
are now active nationwide (in all circles):

 Vodafone - Idea: based on the merger of Vodafone and Idea networks

 Bharti Airtel: including acquisitions and mergers of Telenor and Tata DoCoMo

 Reliance Jio: started in 2016 on 4G/LTE only (with 2G roaming for voice)

 BSNL and MTNL (the latter in Delhi and Mumbai): state-run providers

Reliance Communications (RCOM) sold its assets and left the mobile market, Telenor
did the same, Tata Domoco is still maintained as a separate brand using Airtel's network and
Aircel fell into bankruptcy.

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 Vodafone-Idea has become the new market leader with its two brands, followed by
Airtel with the best network and newcomer Jio that leads in mobile broadband with the most
data aggressive pricing and a rapidly growing market share, while the two state-run
companies remain at a small share of less than 10%.

Although India is an IT country data speed, network stability and voice quality is
often bad.

Frequencies and coverage

India is divided into 22 mobile telephone markets called circles mostly along state
lines and all licenses are given out per circle. There used to be a considerate fragmentation
between circles. Nowadays, through mergers and acquisitions all three private mobile
provider groups are operative nationwide in all circles on 2G, 3G and 4G/LTE.

Besides GSM networks, WIMAX and CDMA have been used too, but not part of this
survey. CDMA has been shut down and the spectrum is now refarmed to LTE.

3G
Operator 2G GSM 4G LTE
UMTS

Vodafone 900* MHz, 1800 2100 1800 MHz (3), 2300# MHz (40),
Idea MHz MHz 2500* MHz (41)

Airtel with 900* MHz, 1800 2100

1800 MHz (3), 2300 MHz (40)
Tata MHz MHz

850 MHz (5), 1800 MHz (3), 2300

Jio n./a. n./a.
MHz (40)

BSNL, 900 MHz, 1800* 2100* 850 MHz (5), 1800* MHz (3),
MTNL MHz MHz 2500* MHz (41)

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 You can never really rely on one network only as blackouts and congestion are
frequent. At other times and places, you may also get world class speed and coverage. The
Andaman and Nicobar Islands off the coast of India in the Indian Ocean are only covered
partly by Airtel's LTE.

According to crowdsourced Open Signal's Mobile Network Experience Report of

November 2018 Airtel has continued its domination in data download speeds with 7.53 Mbps
of overall 4G and 3G speeds, followed by Jio, Vodafone, Idea, and BSNL. Despite its
leadership in downloads speeds, Airtel hasn't been able to take on Jio on the part of 4G
availability that continued its success with a growth in 4G availability from 96.4% to 96.7%.

As of 2012, there has been a significant tightening of regulations around the

purchase and activation of SIM cards. Some operators are saying that it will take at least a
day to activate a SIM card once purchased. Officially, this process takes now less and in
practice, some SIMs are activated within 2 hours since the rule has changed, and other SIMs
have taken days to activate. And, just to make things more difficult, there is very little rhyme,
reason or logic to how long any of these things take.

Because of the legal hassle a travel solution for India with a phone rental including
data SIM is added at the end of the chapter. With Trabug you'll pay a heavy surcharge, but
can pre-arrange your SIM and can be sure that it will work in the country from the start.
However, if you manage to buy and activate a local SIM card instead, you will be rewarded
by the lowest data prices in the world.

Availability at airports

Most international airports in India have now counters where you can buy SIM cards
provided normally by Airtel, Vodafone-Idea and sometimes others as well. These counters
are usually located right after you clear customs. For the most part, if you have the above
documents in order, you should be able to get your SIM (still un-activated) in less than 15
minutes after you have filled out the required documentation.

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 Typical price for an airport SIM is in the range of ₹500-1000 including some airtime
and data worth of about ₹250 (as a 2 GB per day plan for 28 days). As the max. sales price
for a starter is quite lower, this includes a premium of ₹100-500 for the vendor. Given the
confusing registration situation, airport SIMs are generally swifter with registration. An
Airtel SIM took only about 1 hour and a verification call in English (which sounded more
like Hindi) in 2019.

These airport sellers are more adapted to foreign visitors and their needs with better
English than in many downtown shops. The flip side is when you leave the airport, you don't
have network connection yet and sometimes have to wait a while. Good sellers give you their
contact number in case of problems. But this system has also been subject to fraud. Some
airport sellers re-collected SIM cards from exiting visitors just to redistribute them again.
This is illegal and shut be avoided as visitor SIM cards will be shut off after 2 months. The
same applies to reports from tourist locations like Goa, where users needed to pay some extra
fees like ₹700 to bypass the paperwork and skip activation time. Better don't accept SIM
cards that are already activated and have some patience.

As prices for mobile telephony in India are the lowest in the world, you still pay much
less than in many other countries and airports may be a safer or swifter way to get a SIM
card. Nevertheless, if you don't get one at the airport, you are still be able to get a prepaid
SIM card at a local, independent or branded cellphone dealer downtown often for a slightly
lower start-up price.

If you have all the documents in order, it will make it much easier for them. There, it
normally takes a bit longer for activation that in airports. So better choose a store at a place
where you stay for a while to be able to call again in case of problems.

Regional organization

When starting up, be sure to enable (domestic) roaming as the networks are organized
on a state (or rather circle) level. Jio started with aggressive pricing in 2016/7 and as a
consequence all inter-circle roaming surcharges have been scrapped. All data allowances are
now available through all circles nationwide. But still different pricing can apply for
purchasing a package according to circle.

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Special rules for Jammu and Kashmir state

A prepaid SIM card bought and registered somewhere in India, can be used all over
the union, except in Jammu and Kashmir (State of North India) this is because of the fear of
terrorism. Only a new prepaid SIM, bought in J&K works in this state. There the restrictions
are even higher: you will need 4 passport photos, copies of your passport and your local
sponsor (hotel manager or local counterpart) and expect that activation takes even longer.
J&K SIM cards have reduced functionality:

You can't receive or send text messages and the number of the prepaid subscriber
from Jammu and Kashmir won't work outside the state. This restriction has been extended to
2018

History

In 2016 RJIL started a price war with their new 4G/LTE network. The operator
currently covers more than 90% of the population with 4G/LTE in all circles. It has twice as
many towers for 4G than its competitors and has become the broadband market leader in
India. But on Jio, there is no fallback to 2G or 3G. For voice there is supposed to be free
roaming through the network of BSNL (see below, not in Mumbai and Delhi) thanks to an
inter-circle agreement between Jio and BSNL. This seems not to be implemented in all
circles so far. You need a VoLTE device or their JIO app to place voice calls.

Jio has only own 4G/LTE access to 850 MHz (Band 5) in 10 circles, 1800 MHz
(Band 3) spectrum in about 6 circles and 2300 MHz spectrum (TD-LTE Band 40) in all 22
circles. They claim to have double average speed with 16 Mbps compared to their
competitors, but OpenSignal tests proved otherwise and showed in fact slower speeds than
Airtel and Vodafone Idea.

The start

Under its welcome offer, all Jio services including voice, apps, and 4G/LTE data were
available for free until March 2017 (up to 4 GB per day). It has been the fastest growing
technology firm with 100 million customers gained in just 170 days, that's 7 customers per
second.

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 Up to 2018 Jio has reached a market share of more 230 million users or 20% of all
subscribers in the country. Jio announced that it would be adding to its more than 100,000
LTE tower sites another 100,000 new sites by the end of the year, targeting a mobile 4G/LTE
coverage of 95% of the population.

Availability

As their SIM cards are still in high demand, expect delays and problems like
overcrowding of their network. Jio faced a blockade of the other carriers e.g. through
interconnection issues with the other networks. Jio claims a call failure rate of 175 calls per
1000 calls due to anti-competitive behavior of the other providers. In 2017 their data
download rates which were unreliable at first, but now seemed to have stabilized nationwide.

Top-up vouchers are sold from ₹10-5,000 or top-up online. The best way to monitor
your consumption is to install their MyJio app.

Data plans

Reliance Jio, which claims to be the world's largest mobile data network, continues to
bring about paradigm shifts in the Indian telecom market. Jio has launched new plans to
ensure customers get the best deals:

All of these plans require a Jio Prime membership for ₹99 per year. They include free
calls (VoLTE-only or BSNL roaming) local, STD and roaming, free SMS to all operators and
a data quota and "unlimited" data regulated by a daily quota:

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 COMPANY PROFILE
Idea Cellular Ltd. is the third largest wireless operator by subscribers in India with a
Revenue Market Share of approximately 15.9% of the Indian mobile telecommunications
services industry in Q3 December 2017.

Idea Cellular is a pan-India integrated wireless broadband operator offering 2G 3G

and 4G services and has its own National Long Distance (NLD) and International Long
Distance (ILD) operations and Internet service provider (ISP) license. With nearly 200
million subscribers Idea ranks sixth in the global rankings of operators in subscriber terms for
single country operations. The company offers affordable and world-class mobile services to
varied segments of mobile users.

The company is an Aditya Birla Group Company. They offers basic voice and short
message service (SMS) services to high-end value added and general packet radio service
(GPRS) services such as Blackberry Datacard Mobile TV and Games. Their subsidiaries
include Swinder Singh Satara and Co Ltd Aditya Birla Telecom Ltd Idea Cellular Services
Ltd Idea Cellular Infrastructure Services Ltd Idea Cellular Towers Infrastructure Ltd and
Carlos Towers Ltd.Idea Cellular Ltd was incorporated in the year 1995 with the name Birla
Communications Ltd.

The company obtained licenses for providing GSM-based services in the Gujarat and
Maharashtra Circles following the original GSM license bidding process. In the year 1996 the
company changed the name from Birla Communication Ltd to Birla AT&T Communications
Ltd following joint venture between Grasim Industries and AT&T Corporation. In the year
1997 they commenced operations in the Gujarat and Maharashtra Circles.In the year 2000 the
company merged with Tata Cellular Ltd thereby acquired original license for the Andhra
Pradesh Circle.

In the year 2001 they acquired the RPG Cellular Ltd and consequently they acquired
the license for the Madhya Pradesh (including Chattisgarh) Circle. Also they obtained the
license for providing GSM-based services in the Delhi Circle following the fourth operator
GSM license bidding process. The name of the company was changed from Birla
Communications Ltd to Birla Tata AT&T Ltd.In the year 2002 the name of the company was
further changed to Idea Cellular Ltd and also they launched the 'Idea' brand name.

14
 They commenced commercial operation in Delhi circle. In June 3 2002 they acquired
Swinder Singh Satara & Company Ltd through a share purchase agreement. In the year 2004
the company acquired Escotel Mobile Communications Ltd (subsequently renamed as Idea
Mobile Communications Limited). They commercially launched EDGE services 2005 and
became the first operator in India to do so.In the year 2005 the company won an Award for
the 'Bill Flash' service at GSM Association Awards in Barcelona Spain.

They sponsored the International Indian Film Academy Awards. In the year 2006 the
company became a part of the Aditya Birla Group subsequent to the TATA Group
transferring their entire shareholding in the company to the Aditya Birla Group. They
received Letter of Intent from the DoT for a new UAS License for the Mumbai Circle. Also
they received Letter of Intent from the DoT for a new UAS License for the Bihar Circle
through Aditya Birla Telecom Ltd. During the year 2006-07 the company commenced
National Long Distance service to carry part of the Company's own traffic.

They launched commercial mobile services in the service areas of Rajasthan Uttar
Pradesh (East) and Himachal Pradesh. They made Initial Public Offering and raised Rs 25000
million. They won an award for the 'CARE' service in the 'Best Billing or Customer Care
Solution' at the GSM Association Awards in Barcelona Spain. During the year the company
entered into a ten years business transformation pact to integrate innovate and transform its
business processes and IT infrastructure with International Business Machines (IBM).

They signed USD 500 million contract with Nokia Siemens Networks to expand and
strengthen the Company's network. Also they singed a USD 343 million contract for GSM
expansion with Ericsson in the Maharashtra Gujarat Rajasthan Madhya Pradesh and
Himachal Pradesh service areas.In June 2006 Escorts Telecommunications Ltd became the
subsidiary of the company and subsequently was renamed as Idea Telecommunications Ltd.

In February 2007 they acquired 10000000 equity shares of Rs.10 each of Aditya Birla
Telecom Ltd a company holding License to operate in the telecom service area of Bihar for a
purchase consideration of Rs 100 million. During the year 2007-08 the company expanded
their network from 4432 cities and towns to 13308 cities and towns. They formed three new
subsidiaries namely Idea Cellular Services Ltd Idea Cellular Infrastructure Services Ltd and
Idea Cellular Tower Infrastructure Ltd.

15
 The main purpose of Idea Cellular Services Ltd is to provide manpower services to
Idea Cellular and Idea Cellular Infrastructure Services Ltd & Idea Cellular Tower
Infrastructure Ltd are meant for hiving off Idea's passive infrastructure network.

In December 2007 the company in association with Bharti Airtel and Vodafone Essar
formed a joint venture namely Indus Tower to provide passive infrastructure services in India
to all operators on a non discretionary basis. In February 2008 the company received the
Unified Access Services Licences for the telecom service areas of Punjab Karnataka
Tamilnadu including Chennai North East West Bengal Kolkatta Jammu & Kashmir Orissa
and Assam.During the year 2008-09 the company acquired 40.8% stake in Spice
Communications Ltd (Spice) having operations in Punjab and Karnataka service areas from
MCorp Global Communications Pvt Ltd the erstwhile promoters of Spice.

They launched services in Mumbai Orissa Tamil Nadu (including Chennai) Jammu &
Kashmir Kolkata and West Bengal. In addition Aditya Birla Telecom Ltd a wholly owned
subsidiary launched operations in Bihar (including Jharkhand) service area.During the year
the company made a tie-up with Indian Oil Corporation the largest petroleum company in
India to use their petrol pumps and gas agencies for branding and distribution of Idea SIM
Cards and Recharge Vouchers. They were the first operator in India to launch Nokia Life
Tools in association with Nokia.

They launched 'International Airtime Transfer' a unique VAS service whereby NRI
community can directly recharge the prepaid mobiles of Idea subscribers in India through
several international merchants and the web in Gulf the USA and UK.During the year the
company launched NetSetter Data Cards and Blackberry solutions to cater to their data-savvy
consumer segments.

As per the scheme of arrangement the company de-merged their passive infrastructure
assets in the service areas of Andhra Pradesh Delhi Gujarat Uttar Pradesh (both East & West
including Uttarakhand) Haryana Kerala Rajasthan and Mumbai to Idea Cellular Towers
Infrastructure Ltd a wholly owned subsidiary with an appointed date of January 1
2009.During the year 2009-10 the company expanded their pan-India presence through
service launches in Orissa Tamil Nadu Jammu & Kashmir Kolkata West Bengal Assam and
North East service areas thereby making it a nationwide service provider. As one of Idea's
new VAS activities the company launched 'Buddy Recharge' - a unique peer-to-peer talk time
transfer product.

16
 They also launched Oongli Cricket during the IPL season.During the year the
company launched a standardized self care portal 'CARE' which gives information to the
customer on products/tariffs and information of their account such as billed amount last
recharge last calls unbilled amount etc.

They were the first operator to launch 'Pre Tones' which is an innovative VAS service
which allows the user to listen to the caller tones of his/her own choice while making an
outgoing call instead of listening to the respondent's caller tone.As per the scheme of
arrangement the company telecom operations of the Bihar service area along with certain
assets and liabilities of Aditya Birla Telecom Ltd a wholly owned subsidiary was de-merged
and transferred to the company with effect from March 1 2010.

Spice Communications Ltd which had operations in the Punjab and Karnataka service
areas and licenses for National and International Long Distance operations was amalgamated
with the company with effect from March 1 2010. Also Carlos Towers Ltd became a
subsidiary company pursuant to the amalgamation of Spice Communications Ltd with the
company.In April 2010 the company received a License for providing pan India Internet
Services (ISP License).

In the 3G Spectrum auction the company emerged as a winner in 11 Service Areas

viz. Maharashtra Gujarat Andhra Pradesh Kerala Punjab Haryana Uttar Pradesh (E) Uttar
Pradesh (W) Madhya Pradesh Himachal Pradesh and Jammu & Kashmir at a total cost of Rs
5768.59 crore.During the year under review the company became a pan India operator
following the roll out of services in the remaining service areas of Orissa Tamilnadu
(including Chennai) Jammu & Kashmir West Bengal Kolkata North East and Assam.In
January 20 2011 the Company launched mobile number portability (MNP) an invite to all
Indian mobile customers to change their wireless operator while retaining their mobile
number.

In March 2011 Company launched 3G services in 9 out of these 11 service areas. The
Company also entered into bilateral roaming arrangement for the service areas of Mumbai
Bihar Karnataka Delhi Kolkata and Tamil Nadu (including Chennai) with leading quality
operators enabling it to offer 3G services in 15 service areas.In 2012 Department of Telecom
(DoT) has said that the proposal of Malaysia based Axiata group to raise 1 per cent stake in
Idea cellular to 21 per cent would not create any fresh security threat for the country.

17
 The company bagged the prestigious World Communication Awards 2012 (WCA)
under the `Best Brand Campaign' category at the recently held awards ceremony in London.
The company wins at the prestigious World Communication Awards 2012 second year
consecutively. In 2013 the company Signs Unified License with the Department of
Telecommunications -Idea Cellular introduces buffet plans for post-paid subscribers.

In 2014 the company wins wins 900 MHz for Delhi and 4G in 8 strategic markets.

In 2015 Microsoft has tied with Idea Cellular to launch operator billing on the
Windows Store for Idea subscribers. The company has successfully retained the crucial 900
MHz spectrum and won 54 MHz of 900 MHz spectrum. Videocon Telecommunications sold
its spectrum in Gujarat and UP (West) circles to the company at a valuation of Rs 3310 crore
during the year. The company launches world-class high-speed 4G LTE services in all four
Telecom service areas of South India. The company launches 4G in all 5 states of South India
Andhra Pradesh Karnataka Kerala Tamil Nadu and Telangana.

In 2016 Idea Cellular launched 4G services across key markets viz. Madhya Pradesh
& Chhattisgarh Punjab Haryana Orissa North East Service Area and Himachal Pradesh.
During the year the company won spectrum in FDD technology on 1800 and 2100 bands and
in TDD technology on 2300 and 2500 bands to achieve pan-India wireless broadband
footprint.On 16 March 2016 Idea Cellular and Videocon Telecommunications Limited
mutually agreed to terminate their earlier agreement regarding `Transfer of Right to Use 1800
MHz Spectrum' in two service areas with immediate effect.

Earlier on 24 November 2015 the Board of Directors of Idea had empowered the
company to enter into an acquisition agreement for right to use 1800 MHz spectrum of
Videocon Telecommunications Limited (VTL) in the telecom service areas of Gujarat and
U.P. (West) for an aggregate consideration of Rs 3310 crore (approx.) pursuant to the DoT
Guidelines for Trading of Access Spectrum by Access Service Providers dated 12 October
2015.
The Board of Directors of Idea Cellular at its meeting held on 28 April 2016 decided
to consolidate the company's business of providing tower infrastructure services through
approximately 7997 telecom towers that it owns and operates across India (Tower
Infrastructure Undertaking) with its wholly owned subsidiary Idea Cellular Infrastructure
Services Limited (ICISL) which is engaged in the business of providing tower infrastructure
services in Bihar and Orissa.

18
 To implement this transaction a business transfer agreement will be executed between
Idea Cellular and ICISL. ICISL will issue approximately 10000 equity shares to Idea Cellular
in consideration for the tower infrastructure undertaking. The transfer of the tower
infrastructure undertaking to ICISL is expected to be completed within 3 to 6 months subject
to obtaining requisite regulatory approvals.

On 30 January 2017 Idea Cellular announced the launch of 3 new exciting

entertainment apps - Idea Music Lounge Idea Movie Club and Idea Game Spark. The new
suite of integrated Digital Apps present one of the best range of entertainment content for its
nearly 200 million customers. With the launch of Idea Music Lounge Idea Movie Club and
Idea Game Spark the company has begun its transformation from a pure play mobile operator
to an integrated digital services and solutions provider.

On 20 March 2017 Idea Cellular and Vodafone Group Plc announced that they have
reached an agreement to combine their operations in India (excluding Vodafone's 42% stake
in Indus Towers) to create India's largest telecom operator. The combined company would
become the leading communications provider in India with almost 400 million customers
35% customer market share and 41% revenue market share.

The brand strategy of the combined company will be developed in due course and will
leverage customers' affinity for both existing brands built up over the past decade. The name
of the combined listed company will be changed in due course.The combined company will
have sufficient spectrum to compete effectively with the other major operators in the market.
It would hold 1850 MHz including circa 1645 MHz of liberalised spectrum acquired through
auctions.

It will be capable of building substantial mobile data capacity utilising the largest
broadband spectrum portfolio with 34 3G carriers and 129 4G carriers across the country.
Vodafone India's strong presence in metro circles and Idea's leadership in semi-urban and
rural telecom markets will allow for nationwide leadership within Indian M&A guidelines. In
circles where both Idea and Vodafone India currently have a limited presence the combined
entity will become the leading challenger with the scale to compete more effectively and
enhance consumer choice. On 25 May 2017 Idea Cellular announced that it has completed
pan-India 4G rollout with the launch of 4G services in Mumbai on 2100 MHz spectrum band.

19
 On 24 July 2017 Idea Cellular announced that the Competition Commission of India
has approved the proposed merger of Vodafone India Vodafone Mobile Services Limited and
Idea Cellular under sub section (1) of section 31 of the Act.

The transaction is expected to close during calendar year 2018 subject to customary
approvals. On 14 September 2017 Idea Cellular announced that it has achieved a major
milestone in its network growth journey. The company has rapidly expanded network to
260000 sites across the country with 50% sites dedicated to mobile broadband services
establishing it as `India's Big 4G network'.

Idea added nearly 50000 broadband sites over the last 12 months period ending
August 2017 growing its broadband footprint to cover 5888 Census towns and nearly 105755
villages reaching out to 45% population of the country. It has set up an optical fiber network
of approximately 150000 route kms to strengthen its wireless broadband services.

On 13 November 2017 Idea Cellular and Vodafone India announced that they have
separately agreed to sell their respective standalone telecom tower businesses in India to ATC
Telecom Infrastructure Private Limited a majority owned subsidiary of American Tower
Corporation for an aggregate enterprise value of Rs 7850 crore (USD 1.2 billion).

The standalone telecom tower businesses of Idea Cellular and Vodafone India are
pan-India passive telecommunication infrastructure businesses comprising a combined
portfolio of approximately 20000 towers with a combined tenancy ratio of 1.65x as at 30 June
2017.
On 12 January 2018 Idea Cellular announced that the National Company Law
Tribunal Bench at Ahmedabad vide its order dated 11 January 2018 has sanctioned the
Composite Scheme of Amalgamation and Arrangement among Vodafone Mobile Services
Limited and Vodafone India Limited and Idea Cellular and their respective shareholders and
creditors.

On 12 February 2018 Idea Cellular completed the allotment of 32.66 crore equity
shares to the promoter Aditya Birla Group entities at an issue price of Rs 99.50 per share
aggregating to Rs 3250 crore. As a result of this preferential allotment the aggregate
shareholding of the promoter group in Idea has increased from 42.4% to 47.2%.On 23
February 2018 Idea Cellular announced the successful closure of its qualified institutions
placement.

20
 The company issued and allotted approximately 42.42 crore equity shares of face
value of Rs 10 each to qualified institutional buyers at an issue price of Rs 82.50 per equity
share aggregating to approximately Rs 3500 crore. This equity raise of Rs 3500 crore along
with recent infusion of Rs 3250 crore by Idea's promoter/promoter group will reduce Idea's
net-debt by approximately Rs 6750 crore.

Vision
Create world class digital experiences to connect and inspire every Indian to build a
better tomorrow
Mission
Be the most loved brand by continuously raising the bar in delivering simple,
delightful experience and meaningful innovations, through new age technologies.

Values

Our values embody the spirit of our brand. They serve as the guiding principles for
our every thought and action"

Speed: We act with SPEED. Always. Procrastination is our enemy

Digital: We choose to be DIGITAL-FIRST, to make things simple for ourselves and our
customers

Trust: We are straightforward and open in all that we do, to build a culture that fosters
TRUST

Bold: We always adopt a BOLD outlook and are not afraid of failure

Passion: We act with PASSION for our brand and our customers

21
BOARD OF DIRECTORS

Mr. Kumar Mangalam - Birla Chairman

Mr. Arun Kumar Adhikari - Independent Director

Mr. Ashwani Windlass - Independent Director

Mr. Doug Baillie - Independent Director

Mr. Debnarayan Bhattacharya - Non-Executive Director

Mr. Vivek Badrinath - Non-Executive Director

Mr. Ravinder Takkar - Non-Executive Director

Mr. Thomas Reisten - Non-Executive Director

Mr. Arun Thiagarajan - Independent Director

Ms. Neena Gupta - Independent Director

Mr. Himanshu Kapania - Non-Executive Director

 Mr. Suresh Choithram Vaswani - Independent Director

22
 CUSTOMER SATISFACTION
Now for a research to be systematic it should be planned in advance. Moreover to
complete it, it should be interpreted. We thus arrive at a definition of marketing research;
“marketing research is the planning of and systematic gathering, recording, analysis and
interpreting data about problems (or opportunities) relating to the marketing of goods and
services.

CHARACTERISTICS OF GOOD MARKEITNG RESEARCH

 Interdependence of models and data

 Research creativity
 Scientific method
 Value and cost of information
 Multiple methods
CUSTOMER SATISFACTION
Customer satisfaction with a purchase depends upon the products performance relative
to a buyers expectation a customer might experience various degrees of satisfaction if the
product performance falls a short of expectation customer is dissatisfied. If performance
matches expectation the customers is satisfied if performance exceeds expectation the customer
is highly satisfied or delight.

For customer centered companies customer satisfaction is both a goal and a major factor
in company success highly satisfied customer produce several benefits for the company they
are less price sensitive and they remain customer for a long period they buy additional products
overtime as the company introduces related products or improvement and the take favorable to
other about the company and its product customer satisfaction is the outcome felt by the buyers
who have experienced a company performance that has fulfill expectations.

Whether the buyer is satisfied after purchase depends on the offer performance in
relation to the buyer’s expectations. Satisfaction is a person feeling of pleasure or
disappointments resulting from comparing a product perceive performance or outcome in
relation to his/her expectation. As this definition makes clear, satisfaction is function perceive
performance and expectations. If the performance falls short of expectations the customer is
dissatisfied.

23
 If the performance matches the expectation the customer is satisfied. If the
performance exceeds expectation the customer is highly dissatisfied. Many companies are
aiming for high satisfaction because customers who are just satisfied still find easy to switch
when a better offer comes along. Those who are highly satisfied are much less ready to
switch. High satisfaction or delight creates an emotional bond with the bond, not just a
rational preference. The result is high customer loyalty.

Senior management believes that a very satisfied that a very satisfied or delighted
customer is worth ten times as much to the company as a satisfied customer. A very satisfied
customer is likely to stay in company for many more years and by more than a satisfied
customer will Buyers form their expectations from past buying experience, friends and
associates, advice marketers & competitor information and promises. If marketer raises
expectations too high, the buyer is likely to be disappointed.

Some of today’s most successful companies are raising expectations and delivering
performance to match. These companies are aiming for TCS (Total Customer Satisfaction).
Some companies guarantee total customer satisfaction and will replace at its expense any
dissatisfied customer’s equipment within period of many years after purchase.

For customers centered companies, customer satisfaction is both a goal and a marketing
too. Companies that achieve high customer satisfaction rating make sure that the target
market knows it.Study shows that although customers are dissatisfied with one out of every
four purchases, less than 5% of dissatisfied customers will complain. Most customers will by
less or switch suppliers.

Complaints levels are thus not a good measure of customer’s satisfaction.

Responsiveness companies measure customer satisfaction directly by conducting periodic
surveys. They sent questionnaire or make telephone calls to random sample of recent
customers. They also solicit buyer’s view on their competitor’s performance. While
collecting customers satisfaction data kit is also useful it ask additional questions to measure
repurchase intention, this will normally by high if the customers satisfaction is high, it is also
useful to measure the likelihood or willingness to recommend the company and the brand to
others.

24
 High positive word-of-mouth score indicates that the company is producing high
customer’s satisfaction. When customers rate their satisfaction with the element of
company’s performance like delivery. The company needs to recognize that customer vary in
how they define good delivery. It could mean early delivery on time delivery, order
completeness and so on. Yet if the company had to spell out every element in detail
customers would face huge questionnaire the company must also realize that customers can
report being satisfied for different reasons. One may be easily satisfied most of the time and
other might be hard to please, but was pleased on this occasion.

Company should also note that managers and sales people could manipulate
customer’s satisfactions rating. They can especially nice to customers just before the survey.
They can also try to exclude Un-happy customers from the survey. Another danger is that if
the customer knew that the company would go out it way to lease customers. Some express
high dissatisfaction (even if satisfied). In order to receive more concessions. Some companies
navigate all these pit falls to reach their customers value and satisfaction goals. We call these
companies high-performance business. Customers satisfaction depends on the products
perceive performance in delivery value relative to buyer’s expectations. If the product
performance falls short of customer expectations, the buyer is satisfied. Outstanding
marketing companies go out of their way to keep their customer satisfied.

Satisfied customer may report purchase and they tell us about their good experience
with the product. The key being to match customer’s expectations with company
performance. Smart companies aim to delight customers by promising only what they can
deliver then delivering more than they promise.
Customer’s satisfaction is closely linked to quality in recent years. Many companies
have adopted Total Quality Management (TQM) programs, designs to constantly improve
quality of their products, service & marketing processes. Quality has an impact on product
performance and hence on customer satisfaction. Satisfaction is a person’s feelings of
pleasure or disappointment. Resulting from comparing a product’s perceived performance
(out come) In relation to his or her expectations.

As this definition makes clear, satisfaction is a function of perceived performance and

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

25
 Many companies are aiming for high satisfaction, because customers who are just
satisfied still find it easy to switch when less ready to switch. High satisfaction or delight
creates an emotional affinity with the brand, not just a rational preference. The result is high
customer loyalty. Some of today’s most successful companies are raising expectations and
delivering performances to match. These companies are aiming for TCS-Total Customer
Satisfaction. Consumers from their expectations on the basis of messages received from
sellers, friends and other information sources.

Customer satisfaction:
Customer satisfaction may be defined as a qualitative measure where a customer
experiences various degrees of satisfaction until the performance of the product matches his
expectations. Customer satisfaction with a product depends on the products performance
relative to the buyers expectations. If the performance of the product falls short of his
expectations the customer is dissatisfied. If the performance of the product matches his
expectations the customer is satisfied. If the performance of the product exceeds his
expectations the customer is highly satisfied .customer satisfaction can be achieved through
quality ,value and service.

For a customer - centered company customer satisfaction is both a goal as well as a

major factor in the company’s success. Companies that achieve high customer satisfaction
rating must make realize that highly satisfied customer produce several benefits to the
company. They are fewer prices –sensitive and they remain customer for the longer period
.they also talk favourably to the others about the company and its product and
services.Although customer – cantered firms seek to deliver a high level of customer
satisfaction than their competitors, they do not attempt to maximize the customer satisfaction.
A company can always increase customer satisfaction by lowering the price and increasing its
services. Profitability along with customer satisfaction by improving its manufacturing or
investing on the R&D.

Satisfaction is the customer fulfilment response. it is a judgment that a product or

service feature ,or the product or service itself ,provides a pleasurable level of consumption –
related fulfilment. In less technical terms, we translate this definitions to mean that
satisfaction is the customer evaluation of product or services in terms of whether that product
or service has met their needs and expectations .failure to meet needs and expectations is
assumed to result in dissatisfaction with the product or service.

26
 In addition to a sense of fulfilment in the knowledge that one’s needs have been met,
satisfaction can also be to other types of feelings, depending on the particular context or type
of service .for example, satisfaction can be viewed as contentment –more of a passive
response that consumer may associate with services they do not think a lot about or services
that they receive routinely over time. Satisfaction may also be associated with feelings of
pleasure for services that make the consumer feel good or associated with a sense of
happiness .for those services that really surprise the consumer in a positive way, satisfaction
may delight .and in some situtuation where the removal of negatives lead to satisfaction, the
consumer may assonate a sense of relief with satisfaction.

It is also important to recognize that although we tend measure customer satisfaction

at particular point in time as if it were static. satisfaction is dynamic ,moving target that may
evolve overtime influenced by avidity of factors particularly when product usage or the
service experience takes place overtime , customer satisfaction may be highly variable
depending on with point in the usage or experience cycle one is focusing on .similarly , in
the case of very new services or a service not previously experienced ,customer ,expectations
may be barely forming at the point of initial purchase.

Key Ingredients with regard to Customer Satisfaction

How do we create strong and progressive organizations that can make it and prosper
during times of great adjust? In recent years, we have figured out much about
successfulorganizations. The prosperity of such organizations could be understood by how
well the organization handles about three key ingredients. Essential Ingredients A convenient
way to think of the strategy for success is to picture any three-leg stool. The feces represents
the organization backed up by three legs, that symbolize these important ingredients.

Each leg features very separate as well as distinct attributes and every is critical to the
tactical of the organization.The first leg or element is visionary leadership.Any organization
enters existence Want to find out more about customer satisfaction, then visit Mitchell
Allums's site .because of a eyesight.Sometimes the eyesight lasts, remaining clear and
compelling. Sometimes the original vision fades, as does the relevance of the organization.
Inside quiet times, management often is simply called upon to maintain and perfect goals for
an organization.

27
 In such tranquil conditions when an organization hits on a successful product or
service, it could expect to see it have a very lifetime of decades just before obsolescence sets
in. Today, however, products or services may have a short lifetime measured by a number of
years or even merely months. To survive over these conditions, leadership must develop an
organization which is highly tuned the two to the environment and also to internal processes.

Governor Bush has provided a vision of Texas as a “beacon state” that chooses that
goals bikeefully as well as calls for the full contribution of every Texan in the state’s group
life.

Then the Governor and also the Texas Legislature call, over the state’s strategic
planning process, for every state agency and university to create its own compelling
perspective within the vision with the state.The next component, the second leg in the stool,
is files from the employees from the organization that provide your employees’ visions of
their function and the organization. Fundamental essentials internal data.

That is information gathered from the people that make up for customer satisfaction,
. the business. It is the opinions, working knowledge, supervisory assessments, as well as
observations that come coming from people that do the work of the organization. Internal
data are concerned together with how capable workers feel the organization is. Do
employees feel that the organization stresses as well as achieves quality?

28
 Is there cohesiveness among employees to ensure that there is a team hard work to get
the work accomplished? Do employees experience a sense of commitment to the firm and
feel that the business supports them? Doemployees feel they are treated rather by the
organization? Bikery out employees see a sense of mission in the organization and a focus on
brilliance? Does one part of the corporation work well with other parts? Will the organization
meet the needs of internal customers? Inside data are the employees’ evaluation of how the
organization is performing.As in the case with the element of visionary authority, the State of
Texas has taken ongterm measures to create tools that address the second essential (internal
data) associated with strong

KIWI PUMPS has adopted ISO 9001:2000 system and the main aim is to take bikee of the
CUSTOMER SATISFACTION.

CUSTOMER FOCUS:
Materials are supplied as per the customers order, viz.,

 - Quantity.
 - Variety.
 - Timely dispatched.
 - Type of packing.
 - Transport Selection.

29
SPECIAL REQUIREMENT OF CUSTOMER:

In addition to our regular products, request for special products are received. It is the
endeavor of the company to see that special characteristics are in built into the products, to
satisfy the specific requirement of the customer. Some of the special requests are :-

 - Size of end connection.

 - Special packaging requirement.
 - Special colours of paints used etc.

CUSTOMER GRIEVANCES:

As with the business, certain grievances would also be arising. Prompt action is taken to
remove any irritants so that grievances are reduced at the first place. Main grievances that the
unit gets are :

 Supply of material at short notice period in the season. We do inform, the customers,
the minimum time required to supply the materials.
 Quality related problems are very few and the reasons are
 1. Quality raw materials are used.

2. Proper processes are adopted at different stages of manufacture etc.

CUSTOMER FEEDBACK:
As a part of ISO-9001:2000 system, the company collects feedback from the customers at
regular intervals. Such feedbacks are by various methods, viz.,

 - By sending a standard format & collecting the data.

 - From our marketing personnel, while they interact with customers during tours.
 - As and when the customers visit the unit.
We also send the information, such as ACTION TAKEN, based on the feedback
received from various sources. The company receives CUSTOMER PROPERTY, such as
LABLES, INSTRUCTION BOOKLETS which are to used before dispatching the products.
The company takes bikee of keeping such property, safely.
30
What determines customer satisfaction?

Customer satisfaction is influenced by specific product or service features and by

perception of quality as suggested. Satisfaction is also influenced by customers’ emotional
responses and their attributions and their perception of equality.

Product and service features:

Customer satisfaction with a product or service is influenced by significantly by the

customers evaluation of product or service features research as shown that customer of
services will make trade of among different service features ( for example price level versus
quality versus friendliness o f personal versus level customization). Depending on the type of
service being evaluated and critically of service.

Customer Emotions:

Customer emotions can also affect their perception of satisfaction with product and
services. These emotion can be stable, pre-existing emotion.

Attributions for service success failure:

Attributions – the perceived causes of event –influences perception of satisfaction as

well. When they have surprised by an outcomes, consumer tend to look for reasons and their
assessment of reasons can influence their satisfaction.

National customer satisfaction indexes:

Because of the importance customer satisfaction to firms and overall quality of life
many countries have a national index that measures and tracks customer satisfaction at a
macro level. Many public policy makers believe that these measures could and should be
used as tools for evaluating the health of the nation’s economy, along with traditional
measures of productivity and price. Customer satisfaction indexes begin to get at the quality
economic output ,various more traditional economic indicators tend to focus only on quality.

31
The American customer satisfaction index (ACSI):

The ACSI devolped by researchers at the national quality research center at the
university of michigon ,is a measure of quality of goods and services as exprrianced by
consumers . The measure tracks cutomer perceptions acrss 200 firms representing all major
economic sectors including government agencies for each company approximately receives
an ACSI score computed from its customer s perceptions of quality, vale, satisfaction,
expectations, complaints and future loyalty.

Customer expectations of service:

Customer expectations are belief about service delivery that function as standards or
reference points against with performance is judged .because customer compare their
perception of performance with these reference points when evaluating service quality
through knowledge about customer expectations each critical service markets . Knowing
what the customer expects is the first and possibly most critical step in delivering quality
service.

Customer perceptions:

How customers perceive services , how they assess whether they have experienced
quality service, and whether they are satisfied . customer perceive services in terms of the
quality of the service and how satisfied they areoverall with their experiences . these
customer oriented terms quality and satisfaction have been focus of attention for executives
and researchers alike over the last decade or more companies today recognized that they can
complete more effectively by the distinguishing themselves with respect to service quality
and improved customer satisfaction.

Satisfaction versus service quality:

Practitionious and writers in the popular press tend to use the terms satisfaction and
quality interchangeably but researchers to attempted be more precise about the meanings and
measurements are the two concepts resulting in considerable debate consenses is growing that

32
 The two concepts fundamentally different in terms of their underlying causes and
outcomes although the certain things in common satisfaction is generally viewed as abrader
concept where as service quality assessment focuses specifically on the dimension of the
services based on this view , perceived service quality is a component of customer
satisfaction.

Methods of measuring customer satisfaction:

A companies tools for tracking and measuring the customer satisfaction range from
primitative the sophisticated methods companies use following methods to measure how
much customer satisfaction they are creating .

Complaint and suggestion systems:

A customer – cantered organization would be make it easy for its ease customer who
delivers suggestions and delivers many restaurants and hotels provides from guest to report
their likes and dislikes. Some companies establish customer hot line with tollfree numbers to
maximize the ease with which customers can inquires, make suggestions or complaints . this
inform action flows provide these companies with many good ideas and enable then to active
more rapidly to resolve problem .

Customer satisfaction survey:

A company may not conclude that it can get a full picture of customer satisfaction and
dissatisfaction by simply running a complaint and suggestion system. Companies cannot use
complaint level as measure of customer satisfaction responsive companies obtain a direct
measure of the customer satisfaction by conducting surveys. They send questionnaires or may
phone call to random sample of the recent customers to find out how they feel about various
aspects of companies performance. They will salacity by us view on competitors.

Customer satisfaction can be measured in number of ways. It can be measure directly

how satisfied you are with the service on the following scale:

 Highly dissatisfied
 Dissatisfied
 In different
 Satisfied
 Highly satisfied

33
 Respondents can be asked as well to rate how much they expected of a certain attributes
and also how much they expected it (Derived Satisfied).

Another method is to ask respondents to list any problems they have had with the offer
and to list an any improvements they could suggest. (Problem Analysis).

Finally, companies could ask respondent to rate various elements of the offer in terms
of importance of each element and how well the organization performed each element.
(Importance and Performance Ratings).

The last method helps the company to know if it performance an important element
and over performing on relatively unimportant element. While collecting customer
satisfaction data it would be useful asking additional questions to measure the customers re
purchase intension. This will normally be high if the customer satisfaction is high. It would
be use full to measure the likely hood or willing nests to the combined the company brand to
other persons. A high positive word or mouth score indicated that the company is producing
high customer satisfaction.

Ghost shopping:

Companies can hire persons to pose as potential buyers to report their finding on
strong and weak points they experienced in buying the companies and competitors product.

Lost customer analysis:

Companies should contact customers who have stopped buying or have switched to
another supplier to learn why this happened.

34
 DATA ANALYSIS AND INTERPRETATION
1. Age of Respondents
Table-1

AGE NO OF RESPODENTS PERCENTAGE

15-20 18 18%
20-35 42 42%
35-50 35 35%
Above50 5 5%
Total 100 100%

Chart-1

Age of respondents
45%
40%
35%
30%
25%
20%
15%
10%
5%
0%
15-20 20-35 35-50 Above50

INTERPRETATION
Most of the cell phone users age between20-35years have taken within 42% we have
observe the above table for 50 years persons having 5%.

35
 2. Major customers for Idea Services
Table-2
CUSTOMERS NO.OF RESPONDENTS PERCENTAGE
STUDENTS 15 15%
EMPLOYEES 30 30%
BUSINES PEOPLES 45 45%
OTHERS 10 10%
Total 100 100%

Chart-2

Percentage of Respondents
50%
45%
40%
35%
30%
25%
20%
15%
10%
5%
0%
STUDENTS EMPLOYEES BUSINES PEOPLES OTHERS

INTERPRETATION
Most of the business people are using the idea services 45% and 30% Employees,
15%of students and 10% of others are using idea services.

36
 3. From how many years are you customer for idea service?
Table-3

YEAR NO.OF RESPONDENTS PERCENTAGE

Below one year 10 10%
1-2years 44 44%
2-5years 29 29%
Above 5years 17 17%
Total 100 100%

Chart-3

Year
50%
45%
40%
35%
30%
25%
20%
15%
10%
5%
0%
Below one year 1-2years 2-5years Above 5years

INTERPRETATION
Most of the cell phone users have taken idea service 1-2 yrs is 44%, 2-5 yrs
customers are 29%, above 5 yrs are 17% and fresh customers are 10%

37
 4. Which type of services are you having?
Table - 4

SERVICES NO. OF RESPONDENTS PERCENTAGE

Pre-paid 80 80%
Post paid 20 20%
Total 100 100%

Chart-4

Idea services
90%
80%
70%
60%
50%
40%
30%
20%
10%
0%
Pre-paid Post paid

INTERPRETATION
Most of the respondents are using Pre Paid service 80% and Postpaid service respondents
are 20%.

38
 5. Are you satisfied with the idea network?
Table-5
OPINION NO. OF RESPONDENTS PERCENTGE
Highly satisfied 25 25%
Satisfied 44 44%
Neutral 30 30%
Dis satisfied 1 1%
Total 100 100%

Chart-5

Percentge of respondents
50%
45%
40%
35%
30%
25%
20%
15%
10%
5%
0%
Highly satisfied Satisfied Neutral Dis satisfied

INTERPRETATION
Majority of the respondents 44% are satisfied with the idea network and 1%
respondents are dis satisfied.

39
 6. Are you satisfied with the sales after services proved by idea?
Table-6

OPINION NO.OF RESPONDENTS PERCENTAGE

Highly satisfied 17 17%
Satisfied 44 44%
Neutral 39 39%

Total 100 100%

Chart:6

Percentage of Respondents
50%
45%
40%
35%
30%
25%
20%
15%
10%
5%
0%
Highly satisfied Satisfied Neutral

INTERPRETATION
Majority of the respondents are satisfy with sales after services 44%,highly satisfied
respondents are 17% and no respondents are dissatisfied.

40
 7. Are you satisfied with the offers providing by idea?
Table – 7

OPINION NO.OF RESPONDENTS PERCENTAGE

Highly satisfied 20 19%
Satisfied 39 39%
Neutral 38 38%
Dis satisfied 3 3%
Total 100 100%

Chart-7

Idea Services
45%
40%
35%
30%
25%
20%
15%
10%
5%
0%
Highly satisfied Satisfied Neutral Dis satisfied

INTERPRETATION
Majority of the respondents 39% are satisfied with the idea services,38% respondents
are neutral,19% respondents are highly satisfied and3.3% respondents are dissatisfied with
the idea services.

41
 8. Are you satisfied with the idea call rates?
Table-8

OPINION NO.OF RESPONDENTS PERCENTAGE

Highly satisfied 10 10%
Satisfied 48 48%
Neutral 39 39%
Dis satisfied 3 3%
Total 100 100%

Chart-8

About Idea call Rates

60%

50%

40%

30%

20%

10%

0%
Highly satisfied Satisfied Neutral Dis satisfied

INTERPRETATION
Majority of the respondents 48%satified with idea call rates 10% are highly satisfied and 3%
respondents are dis satisfied.

42
 9. Are you satisfied with the caller tunes provided by idea?
Table-9
OPINION NO. OF RESPONDENTS PERCENTAGE
Highly satisfied 10 10%
Satisfied 28 28%
Neutral 46 46%
Dis satisfied 16 16%
Total 100 100%

Chart-9

Percentage of respondents
50%
45%
40%
35%
30%
25%
20%
15%
10%
5%
0%
Highly satisfied Satisfied Neutral Dis satisfied

INTERPRETATION:
Majority of the respondents 46% are neutral with the caller tune provided by idea
cellular service and 16% respondents are dis satisfied.

43
 10. Would you like to continue with idea services?
Table-10
OPINION NO.OF RESPONDENTS PERCENTGE
Yes 80 80%
No 20 20%
Total 100 100%

Chart-10

Percentage of respondents
90%
80%
70%
60%
50%
40%
30%
20%
10%
0%
Yes No

INTERPRETATION
Majority of the respondents 70.83% are continuing with idea services and 29.17% are dis
continuing the idea services.

44
 11. If in your point of you view main competitors for idea services?
Table-1
FACTORS NO.OF RESPONDENTS PERCENTAGE
BSNL 20 20%
AIR TEL 42 42%
JIO 31 31%
OTHERS 7 7%
TOTAL 100 100%

Chart: 11

Percentage of respondents
45%
40%
35%
30%
25%
20%
15%
10%
5%
0%
BSNL AIR TEL JIO OTHERS

INTERPRETATION
Majority of the respondents 42% Airtel services are competitors, 31% Jio are competitors and
20% of BSNL and 7% of others are competitors for idea services.

45
 12. If ranks of idea services compared with competitors?
Table-12

RANKS NO.OF RESPONDENTS PERCENTAGE

1st 14 14%
2nd 20 20%
3rd 25 25%
Can’t say 41 41%
Total 100 100%

Chart-12

Ranks of idea services compared with competitors

45%
40%
35%
30%
25%
20%
15%
10%
5%
0%
1st 2nd 3rd Can’t say

INTERPRETATION
Majority of the respondents 41% can’t say their opinion, 25% of respondents are
giving 3rd rank and 13% of respondents giving 1st ran with the idea services compared with
competitors.

46
13. Are satisfied with unlimited packages provided by idea services
Table-13
OPINION NO.OF RESPONDENTS PERCENTAGE

Highly satisfied 17 17%

Satisfied 42 42%
Neutral 35 35%
Dis satisfied 6 6%
Total 100 100%

Chart-13

Unlimited packages provided by idea services

45%
40%
35%
30%
25%
20%
15%
10%
5%
0%
Highly satisfied Satisfied Neutral Dis satisfied

INTERPRETATION
Majority of the respondents 42% are satisfied with unlimited packages provided by
idea services, 35% are satisfied unlimited packages provided by idea services. 17% are says
highly satisfied and 6% are dis satisfied.

47
 FINDINGS

 Based on age, most of the cell phone users age between20-35years have taken
within 41.0%
 Major customers 45.83% business people, students 15%, employees 29.17% and
others are 10% idea customers.
 Half of the users of idea services have been in usage for 1 years .
 Prepaid is the most prioritized by users compared to postpaid services .
 Coverage, tariff of idea is the main reason to divert many users from other
services followed by coverage area.
 All top up coupons available in the market.
 Every users is satisfied with overall issues of monthly bills.
 Half of users of cell phone are engaged with voice communication of instead
SMS, GPRS, MMS, and internet.
 Coverage is the main reason for using in rural areas IDEA cell services .
 Most of the customers mainly 87.5% want to YOUR SELF go for IDEA services.
 Majority of the respondents are not satisfied with night timings offers

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 SUGGESTIONS

 To reduce the coverage problem extension of tower capacity, location of new towers
at problematic areas is necessary.
 If we advise to develop the packages, which engages more customers in SMS and
internet along with voice communication. It also helps reducing competition from the
other services.
 Customer care should be answerable to customers at any time without delay.
 Take steps to solve the customer’s request as early as possible.
 IDEA should think about to concentrate on student segment with attractive offers.

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 CONCLUSION

At last I conclude that the project report undertaken by me is satisfactory and the
work has got very good response from the respondents. The coverage and tariff provided by
the company are very much beneficial to respondents. In the process, majority of the
respondents are very positive towards the IDEA CELLULAR SERVICES. According to my
research, all the respondents are provided with better service by the company.

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 QUESTIONNAIRE

1. Age? [ ]

(A) 15-20 B) 20-35

C) 35-50 D) Above 50

2.Are Major Customer For Idea Services? [ ]

A) Students B) Employees

C) Business People D) Others

3. From How Many Years Are You Customer For Idea Services? [ ]

A) Below 1 Year B) 1-2 Years

C) 2-5 Years D) Above 5 Years

4. Which Type Of Services Are You Having ? [ ]

A) Post Paid B) Prepaid

5. Are You Satisfied With The Idea Network? [ ]

A) Highly Satisfied B) Satisfied

C) Neutral D) Dissatisfied

6. Are You Satisfied With The Sales After Services Provided By Idea ? [ ]

A) Highly Satisfied B) Satisfied

C) Neutral D) Dissatisfied

7. Are You Satisfied With The Offers Provided By Idea? [ ]

A) Highly Satisfied B) Satisfied

C) Neutral D) Dissatisfied

8.Are You Satisfied With The Call Rates Provided By Idea? [ ]

A) Highly Satisfied B) Satisfied

C) Neutral D) Dissatisfied

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9. Are You Satisfied With The Caller Tunes Provided By Idea ? [ ]

A) Highly Satisfied B) Satisfied

C) Neutral D) Dissatisfied

10. Would You Like To Continue With Idea Services? [ ]

A)Yes B)No

11. If In Your Point Of View Main Competitors For Idea Services? [ ]

A) Airtel B) MTS

C) Vodafone E) Reliance

E) Tata Docomo F) Tata Indicom

12. If Rank of idea sévices compare with competators ? [ ]

A)1 B)2

C)3 D)can’t say

13. Are you satisfîtes with Customer care support provded by idea services ?

[ ]

A) Highly Satisfied B) Satisfied

C)Neutral D)Dissatisfied

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 BIBILOGRAPHY

BOOKS

1. CONSUMER BEHAVIOR -SCHIFFMAN & KANUK

2. 2MARKETING MANAGEMENT -PHILIP KOTLER
3. MARKETING MANAGER -RAMASWAMY & NAMA KUMARI
4. MARKETING RESEARCH -CR. KOTHARI

WEBSITES:

www.google.com

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