SUMMER TRAINING PROJECT

ON
“TO STUDY ON CUSTOMER SATISFACTION
TOWARDS VODAFONE MOBILE SERVICE LTD.”

Towards partial fulfillment of

BACHELOR OF BUSINESS ADMINISTRATION
Affiliated to
UNIVERSITY OF LUCKNOW
LUCKNOW'

Guided by:- Submitted by:-

Mr. Rajat Astha Garg
HR Manager BBA Vth Semester
Roll No.:-180820420016

Under the supervision of

(DAYA SHANKAR)
Assistant Professor

SESSION 2018-19
Department of Management

LUCKNOW PUBLIC COLLEGE OF PROFESSIONAL STUDIES

LUCKNOW

1
 Vinmra Khand, Gomti Nagar, Lucknow
DECLARATION

This is to declare that Astha Garg (Roll No.: 180820420016), student of BBA,
Have personally worked on the project entitled “TO STUDY ON
CUSTOMER SATISFACTION TOWARDS VODAFONE MOBILE
SERVICE LTD.”. The data mentioned in this report were obtaining during
genuine work done and collected by me. The data obtained from other sources
have been duly acknowledged. The result embodies in this project has not been
submitted to any other University or Institute for the award of any degree.

Date- Astha Garg

Place: Lucknow BBA Vth Semester
Roll No.:-180820420016

2
 ACKNOWLEDGEMENT

To complete the project is not a easy thing, you have to take the help of others. I
would like to add a few heartfelt words for the people who are the part this
project in numerous ways people who gave unending support right from the
stage the project data was conceived

I am extremely thankful to Mr. Daya Shankar (FACULTY) for providing me

with sense of direction in building this methodical approach in this report,
continuous source of inspiration throughout the project.

I sincerely thank them for the constant cooperation, guidance and incessant
inspiration and their guidance without which this project would have been like
a rudderless boat. Well to put in a nutshell, without their guidance and support
this project would have been futile.

Astha Garg
BBA Vth Semester
Roll No.:-180820420016

3
 PREFACE

Progress is a continuous process. It is relative and absolute. We cannot stop at a

certain destination and declare that target has been achieved and we need not to

go further.

In this new are all the countries & their companies are trying their best to

improve economic growth. This trend has created a very complex &

competitive environment in the field of business, trend & win the race a new

system of management is much needed. To fulfill this need a new field of

modern science has developed very fast i.e. Master of Business Administration.

In this curriculum there are several phases, which have to be covered &

compelled properly. I was privileged enough to join “VODAFONE

LUCKNOW”.

At the completion of the Vth semester of BBA I got opportunity to provide them

particular knowledge about each and every aspect of market. It could be in

related field’s viz. Human Resource Management, Marketing or Finance as per

their specialization in the course. It is important because it provides the students

about the practical knowledge of the field, which is very essential beside the

theoretical knowledge.

The experience that I have gathered during this period has certainly provided

me with an orientation which, I believe, will help me to shoulder my assignment

4
successfully in near future. During this period, I have collected all the

information of “VODAFONE Corporate Connections in Lucknow Region”

through primary and secondary. On the basis of my training program, However

to cover the detailed information in such a short period was not possible.

Despite the inherent shortcomings of genuine attempt was made on my part see

that the study was carried out in the right respective

5
 CONTENTS

1. Introduction
2. Objective of the study
3. Company profile
-Mission, Vission
-History
-About VODAFONE
-Special services by VODAFONE
-Tele services

4. Customer satisfaction

5. SWOT Analysis

6. Scope of study

7. Research Methodology

8. Research design

9. Data analysis and interpretation

10.Findings

11.Conclusions

12.Suggestions

13.Limitation

14.Bibliography

15.Questionnaire

INTRODUCTION

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 "Telecommunications is the backbone of our future economy. International

competitiveness increasingly depends on the development of a

telecommunications infrastructure that is compatible with international

standards"

The cellular industry all over the world has been witnessing very high growth

rates in subscriber base in recent years. For developing countries in particular,

cellular services are becoming a very significant proportion of the overall

telecom infrastructure. The mechanics of competition within this market involve

complex feedback effects between individual service providers and with their

operating environment, and these forces play an important role in governing the

growth of this industry.

The Indian telecommunications sector has undergone a major process of

transformation because of significant Government policy reforms during the

recent years. The New Telecom Policy, 1999 focused on creating an ideal

environment for investment, establishing communication infrastructure by

leveraging on technological development and providing affordable telecom

services to all. These objectives of the policies have resulted in rapid growth of

subscribers and lower tariffs. We believe that with these major initiatives of the

Government, the mobile market in India will have a promising future.

In a country like India which is not yet telephone-saturated and the ongoing

changes in related areas are resulting in a rapidly changing profile of users,

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providers and their respective needs, continuous revision of the telecom policy

is imperative. Given the emerging new technologies and the integrating

economies there must be fairness among competitors.

The tele-density in India is about four per hundred people in respect of the fixed

telephones and a little less than one in respect of the mobile telephony. The low

densities are not because there is no need for a telephone but because of its high

cost that many cannot afford that one. The situation here is nothing but holding

true of the “law of demand”. Isn’t it?

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 Objective of study:

Following are the main objective to study about the customer satisfaction on

Vodafone.

 To study telecommunication industry.

 To study the company profile of Vodafone.

 To study customer satisfaction of Vodafone.

 To study various Marketing activities provided by Vodafone.

 To study the various services provided by Vodafone.

 To know the expectation of Vodafone Customers.

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 COMPANY PROFILE

Vodafone is a mobile network operator headquartered in Berkshire, England,

UK. It is the largest mobile telecommunications network company in the world

by turnover and has a market value of about £75 billion (August 2013).

Vodafone currently has operations in 25 countries and partner networks in a

further 42 countries.

The name Vodafone comes from Voice data fone, chosen by the company to

"reflect the provision of voice and data services over mobile phones."

As of 2013 Vodafone had an estimated 260 million customers in 25 markets

across 5 continents. On this measure, it is the second largest mobile telecom

group in the world behind China Mobile.

In the United States, Vodafone owns 45% of Verizon Wireless.

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 MISSION:

Vodafone is primarily a user of technology rather than a developer of it, and this

fact is reflected in the emphasis of our work program on enabling new

applications of mobile communications, using new technology for new services,

research for improving operational efficiency and quality of our networks, and

providing technology vision and leadership that can contribute directly to

business decisions.

VISION:

Our Vision is to be the world’s mobile communication leader – enriching

customers’ lives, helping individuals, businesses and Communities be more

connected in a mobile world.

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 HISTORY:

In 1982 Racal Electronics plc's subsidiary Racal Strategic Radio Ltd. won one

of two UK cellular telephone network licenses. The network, known as Racal

Vodafone was 80% owned by Racal, with Millicom and the Hambros

Technology Trust owning 15% and 5% respectively. Vodafone was launched on

1 January 1985. Racal Strategic Radio was renamed Racal Telecommunications

Group Limited in 1985. On 29 December 1986 Racal Electronics bought out the

minority shareholders of Vodafone for GB£110 million.

In September 1988 the company was again renamed Racal Telecom and on 26

October 1988 Racal Electronics floated 20% of the company. The flotation

valued Racal Telecom at GB£1.7 billion On 16 September 1991 Racal Telecom

was demerged from Racal Electronics as Vodafone Group.

In July 1996 Vodafone acquired the two thirds of Talkland it did not already

own for £30.6 million. On 19 November 1996, in a defensive move, Vodafone

purchased Peoples Phone for £77 million, a 181 store chain whose customers

were overwhelmingly using Vodafone's network. In a similar move the

company acquired the 80% of Astec Communications that it did not own, a

service provider with 21 stores.

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In 1997 Vodafone introduced its Speech mark logo, as it is a quotation mark in a

circle; the O's in the Vodafone logotype are opening and closing quotation

marks, suggesting conversation.

On 29 June 1999 Vodafone completed its purchase of AirTouch

Communications, Inc. and changed its name to Vodafone Airtouch plc. Trading

of the new company commenced on 30 June 1999. To approve the merger,

Vodafone sold its 17.2% stake in E-Plus Mobilfunk. The acquisition gave

Vodafone a 35% share of Mannesmann, owner of the largest German mobile

network.

On 21 September 1999 Vodafone agreed to merge its U.S. wireless assets with

those of Bell Atlantic Corp to form Verizon Wireless. The merger was

completed on 4 April 2000.

In November 1999 Vodafone made an unsolicited bid for Mannesmann, which

was rejected. Vodafone's interest in Mannesmann had been increased by the

latter's purchase of Orange, the UK mobile operator. Chris Gent would later say

Mannesmann's move into the UK broke a "gentleman's agreement" not to

compete in each other's home territory. The hostile takeover provoked strong

protest in Germany and a "titanic struggle" which saw Mannesmann resists

Vodafone's efforts. However, on 3 February 2000 the Mannesmann board

agreed to an increased offer of £112bn, then the largest corporate merger ever.

13
The EU approved the merger in April 2000. The conglomerate was

subsequently broken up and all manufacturing related operations sold off.

On 28 July 2000 the Company reverted to its former name, Vodafone Group

Plc. In April 2001 the first 3G voice call was made on Vodafone United

Kingdom's 3G network. In 2001 the Company took over Eircell, then part of

eircom in Ireland, and rebranded it as Vodafone Ireland. It then went on to

acquire Japan's third-largest mobile operator J-Phone, which had introduced

camera phones first in Japan.

On 17 December 2001 Vodafone introduced the concept of "Partner Networks"

by signing TDC Mobil of Denmark. The new concept involved the introduction

of Vodafone international services to the local market, without the need of

investment by Vodafone. The concept would be used to extend the Vodafone

brand and services into markets where it does not have stakes in local operators.

Vodafone services would be marketed under the dual-brand scheme, where the

Vodafone brand is added at the end of the local brand. (i.e., TDC Mobil-

Vodafone etc.)

In February 2002 Finland was added into the mobile community, as Radiolinja

is signed as a Partner Network. Radiolinja later changed its named to Elisa.

Later that year the Company rebranded Japan's J-sky mobile internet service as

Vodafone live! and on 3 December 2002 the Vodafone brand was introduced in

14
the Estonian market with signing of a Partner Network Agreement with

Radiolinja (Eesti). Radiolinja (Eesti) later changed its name to Elisa.

On 7 January 2003 the Company signed a group-wide Partner agreement with

mobilkom Austria. As a result, Austria, Croatia, and Slovenia were added to the

community. In April 2003 Og Vodafone was introduced in the Icelandic market

and in May 2003 Vodafone Italy (Omnitel Pronto-Italia) was rebranded

Vodafone Italy. On 21 July 2003 Lithuania was added to the community, with

the signing of a Partner Network agreement with Bitė.

In February 2004 Vodafone signed a Partner Network Agreement with

Luxembourg's LuxGSM and a Partner Network Agreement with Cyta of

Cyprus. Cyta agreed to rename its mobile phone operations to Cytamobile-

Vodafone. In April 2004 the Company purchased Singlepoint airtime provider

from John Caudwell (Caudwell Group) and approx 1.5million customers onto

its base for £405million, adding sites in Stoke on Trent (England) to existing

sites in Newbury (HQ), Birmingham, Warrington and Banbury. In November

2004 Vodafone introduced 3G services into Europe.

In June 2005 the Company increased its participation in Romania's Connex to

99% and also bought the Czech mobile operator Oskar. On 1 July 2005 Oskar

of the Czech Republic was rebranded as Oskar-Vodafone. Later that year on 17

October 2005 Vodafone Portugal launched a revised logo, using new text

15
designed by Dalton Maag, and a 3D version of the Speech mark logo, but still

retaining a red background and white writing (or vice versa). Also, various

operating companies started to drop the use of the SIM card pattern in the

company logo. (The rebranding of Oskar-Vodafone and Connex-Vodafone also

does not use the SIM card pattern.) A custom typeface by Dalton Maag (based

on their font family InterFace) formed part of the new identity.

On 28 October 2005 Connex in Romania was rebranded as Connex-Vodafone

and on 31 October 2005 the Company reached an agreement to sell Vodafone

Sweden to Telenor for approximately €1 billion. After the sale, Vodafone

Sweden became a Partner Network. In December 2005 Vodafone won an

auction to buy Turkey's second-largest mobile phone company, Telsim, for $4.5

billion. In December 2005 Vodafone Spain became the second member of the

group to adopt the revised logo: it was phased in over the following six months

in other countries.

In 2006 the Company rebranded its Stoke-on-Trent site as Stoke Premier

Centre, a centre of expertise for the company dealing with Customer Care for its

higher value customers, technical support, sales and credit control. All

cancellations and upgrades started to be dealt with by this call centre. On 5

January 2006 Vodafone announced the completion of the sale of Vodafone

Sweden to Telenor. On February 2006 the Company closed its Birmingham Call

Centre. In 1 February 2006 Oskar Vodafone became

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Vodafone Czech Republic, adopting the revised logo and on 22 February 2006

the Company announced that it was extending its footprint to Bulgaria with the

signing of Partner Network Agreement with Mobiltel, which is part of

mobilkom Austria group.

On 12 March 2006 former chief, Sir Christopher Gent, who was appointed the

honorary post Chairman for Life in 2003, quits following rumours of boardroom

rifts. In April 2006 the Company announced that it has signed an extension to

its Partner Network Agreement with BITE Group, enabling its Latvian

subsidiary "BITE Latvija" to become the latest member of Vodafone's global

partner community. Also in April 2006 Vodafone Sweden changed its name to

Telenor Sverige AB and Connex-Vodafone became Vodafone Romania, also

adopting the new logo. On 30 May 2006 Vodafone announced the biggest loss

in British corporate history (£14.9 billion) and plans to cut 400 jobs; it reported

one-off costs of £23.5 billion due to the revaluation of its Mannesmann

subsidiary. On 24 July 2006 the respected head of Vodafone Europe, Bill

Morrow, quit unexpectedly and on 25 August 2006 the Company announced the

sale of its 25% stake in Belgium's Proximus for €2 billion. After the deal,

Proximus was still part of the community as a Partner Network. Vodafone

Iceland and on 19 December 2006 the Company announced the sale of its 25%

stake in Switzerland's Swisscom for CHF4.25 billion (£1.8 billion). After the

deal, Swisscom would still be part of the community as a Partner Network.

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Finally in December 2006 the Company completed the acquisition of Aspective,

an enterprise applications systems integrator in the UK, signaling Vodafone's

intent to grow a significant presence and revenues in the ICT marketplace.

Early in January 2007 Telsim in Turkey adopted Vodafone dual branding as

Telsim Vodafone and on 1 April 2007 Telsim Vodafone Turkey dropped its

original brand and became Vodafone Turkey. On 1 May 2007 Vodafone added

Jersey and Guernsey to the community, as Airtel was signed as Partner Network

in both crown dependencies. In June 2007 the Vodafone live! Mobile Internet

portal in the UK was relaunched. Front page was now charged for and

previously "bundled" data allowance was removed from existing contract terms.

All users were given access to the "full" web rather than a Walled Garden and

Vodafone became the first mobile network to focus an entire media campaign

on its newly launched mobile Internet portal in the UK. On 1 August 2007

Vodafone Portugal launched Vodafone Messenger, a service with Windows

Live Messenger and Yahoo! Messenger.

On 17 April 2008 Vodafone extended its footprint to Serbia as VIP mobile was

added to the community as a Partner Network and on 20 May 2008 the

Company added VIP Operator as a Partner Network thereby extending the

global footprint to Macedonia. In May 2008 Kall of the Faroe Islands rebranded

as Vodafone Faroe Islands.

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On 30 October 2008, the company announced a strategic, non-equity

partnership with MTS group of Russia. The agreement adds Russia, Armenia,

Turkmenistan, Ukraine, and Uzbekistan to the group footprint.

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 About Vodafone:

Today, in India, becomes Vodafone. Now, the pink color logo of Hutch is

replaced by Vodafone Essar’s corporate red colored one.

In 2005-06, the Orange brand in Mumbai was phased out to introduce (now

Vodafone). The company also changed the colors of its logo from orange to

pink and then red.

After acquiring 67 per cent of stake (around Rs. 250 crores) in ison Essar from

Hong Kong-based ison Whampoa, Vodafone Essar is expecting to touch over

35 million customers across 400,000 shops and thousands of ’s own employees

along with employees of its business associates.

Vice chairman, Ravi Ruia, Vodafone Essar, said “We’ve had a good innings

as in India and today marks a new beginning for us, not as a departure from the

fundamentals that created , but an acceleration into the future with Vodafone’s

global expertise.”

Vodafone CEO, Marten Pieters of the Vodafone Essar will be landing in

India for the meeting that would discuss branding exercise, expansion plans,

spectrum requirements for its expanding subscriber base and future plans.

Vodafone offers a host of premier value added services (VAS) including

national and international roaming in over 70 countries in over 160 networks,

20
Wireless Application Protocol (WAP), short message service, voice mail

service, auto roam, fax and data, cricket updates, M-banking, general

information, tarot line, etc. The company launched WAP in Delhi in October

2000, much before its rival Bharti. It has 5000 WAP customers, as in December

2000. The company has been a prime mover in introducing these value-added

services in the Delhi circle.

The values are stated simply. To be fair and transparent in what they do and

how they do it. To provide the quality services with more customer friendly

practices. To make one’s communications experience simple, pleasurable and

fun. Where he doesn't simply get technology - but technology that is relevant.

Where solutions are not just promised in the future - but delivered in the

present.

CORE VALUES:

 We shall uphold the dignity of the individual.

 We shall honor all commitments.

 We shall be committed to Quality, Innovation and Growth in every

endeavor .

 We shall be responsible corporate citizens.

Accomplishments:

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 - Over the years, Vodafone Essar, under the Hutch brand, has been named

the ‘Most Respected Telecom Company´, the ´Best Mobile Service in the

country´ and the ´Most Creative and Most Effective Advertiser of the

Year´.

- Vodafone is the world´s leading international mobile communications

group with approximately 315 million proportionate customers as at 30

June 2009.

- Vodafone currently has equity interests in 31 countries across five

continents and around 40 partner networks worldwide

- The Essar Group is a diversified business corporation with a balanced

portfolio of assets in the manufacturing and services sectors of Steel,

Energy, Power, Communications, Shipping Ports & Logistics, and

Projects.

- Essar employs more than 50,000 people across offices in Asia, Africa,

Europe and the Americas.

- The company now has operations across the country with over 78.68

million customers.

Services:

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Staying connected becomes a lot easier with Vodafone. We have a wide range

of services you can access right from your Vodafone phone. From cell banking

to flight updates to call management services, get all that you want, instantly.

Prepaid services (latest):

- Vodafone Essar, one of India’s leading cellular service providers

announced a new Bonus Card 25 for its prepaid customers in Punjab.

With this new bonus card, Vodafone customers can enjoy the benefit of

unlimited national SMS at just 20paisa/SMS. The new bonus card comes

with 30 days validity.

Rajiv Kohli, Chief Executive Officer, and Vodafone Essar - Punjab said,

“We have always aimed to provide value offering to our customers. The new

Bonus Card 25 facilitates Vodafone customers to stay connected with their

loved ones across India at an economical rate.”

- Has introduced two new Bonus Cards. Bonus Card 17 and Bonus Card 27

come with one month validity and are priced at Rs 17 and Rs 27

respectively. All Vodafone prepaid customers including the lifelong

customers in Kolkata and rest of Bengal can enjoy the new Bonus Cards

offer available across Stores and Ministores.

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 - ‘Lifelong Prepaid @Rs.46 plan’ for its prepaid customers in Kerala. This

new prepaid offer comes with lifetime validity and a talk time of Rs.5. 

Vodafone customers can make local calls to all Vodafone numbers, other

mobiles and landlines at Re 1 per minute and all STD calls are at Rs1.50

per minute. Customers need to recharge with Rs 200 cumulative in 180

days to stay connected.

Postpaid services(latest):

- Vodafone Essar, one of India’s leading cellular services providers has

launched three new monthly rental plans - Budget 500, Budget 750 and

Budget 1000 - for its postpaid customers in Kolkata and West Bengal.

These Budget plans offer combinations of free minutes over local and

STD calls along with free local SMS. This offer is valid for new and

existing customers.

Sridhar Rao, Chief Executive Officer, Vodafone Essar East Limited, said

“These budget plans will specially appeal to customers with high usage who can

now manage their mobile bills without compromising on talktime or SMS 

volume.”

- Announced a special offer for its customers in Madhya Pradesh and

Chhattisgarh. Customers can now avail free VIP numbers with every new

post paid connection. The VIP numbers provide customers an option to

24
 choose a number of their preference from a range of special Golden

numbers that usually comes with a huge price tag.

Value added services:

Vodafone Essar, one of India’s leading cellular services providers, has

announced a special offer for Zoozoo fans across India. Vodafone customers

can now get special oozoo DVDs from a Vodafone Store and watch these

adorable characters from Vodafone Essar’s recent television commercials as

they live life’s little moments in their inimitable style. Vodafone Prepaid

customers can get the DVD through a recharge of above Rs 300 at the Vodafone

Store. Vodafone Postpaid customers can enroll for Direct Debit or activate

Callertune or Vodafone Alerts at the Vodafone store to get the Zoozoo DVD. 

Dial 600 to activate:

To activate these values added services on your Vodafone phone simply dial

600 and access our Interactive Voice Response system.

SMS:

Message your family and friends through Vodafone SMS Services. It's

convenient and affordable. Communicate with cell phone users in over 100

countries and anywhere in India - by sending and receiving text msg.

Pay just Rs. 1.50 per message for sending SMS anywhere across the country.

25
SMS Chat:

Now, you can chat on your Vodafone phone with as many people as you want.

Its fun and as simple as sending an SMS. Your identity will remain anonymous

as your phone number is never displayed during the chat. You can have your

own profile and chat name.

You can also create your own chat rooms or chat in the different rooms that

already exist including: Teens, 20s, 30s, Office, Bollywood, Delhi.

All you have to do is type in your messages and send them to 2428. You will be

charged Rs. 2 per outgoing message. Incoming messages are free.

Vodafone Online:

Get all the useful information you need directly on your Vodafone phone - with

Vodafone Online. Including cricket, finance, entertainment, weather, astrology

and more.

 Simply go to the Vodafone Online menu on your Vodafone phone.   If you

do not see the Vodafone Online menu on your phone, send HELP to 123.  We

will send you the list of keywords.

 Scroll to the topic on which you need information.

 Select the information and key input as requested on the screen.

You will be charged Rs. 2 per outgoing message. Incoming messages are free.

26
MTNL Directory:

With this facility you can get to know the address and telephone no. of MTNL

users.you will be charged Rs.2 per outgoing message.

STD / ISD Codes:

You don't need to look up your diary or a phone directory to find out STD and

ISD codes. You can find it directly through your Vodafone phone.

Ringtones & Logos:

Now you can change the ringtone on your Vodafone phone according to your

moods. You can download logos as well. With the Vodafone and Yahoo! tieup

you have hundreds of tunes and logos to choose from.

For every ringtone downloaded, you will charged Rs. 7.00 (including the cost of

SMS sent). For every logo/picture message downloaded, you will charged Rs.

3.00 (including the cost of SMS sent).

Flash & Blink

Vodafone now offers you two exciting ways to send messages. You can make

your message flash directly on your recipient’s screen instead of the inbox. You

can also highlight the important parts of your message through blinks. So your

text messages become not only more visible, but more effective too.

You will be charged Rs. 2 per outgoing message. Incoming messages are free.

27
There are occasions when you may not want to take a call, or your Vodafone

phone maybe busy or simply unreachable. By paying a nominal monthly access

fee, you can now retrieve your messages at your convenience. Even if you are

roaming, you can retrieve your messages from your voice mailbox through a

fixed line, anywhere on earth.

Your Vodafone voicemail can

 Hold up over 17 messages at a time.

 Receive a message that lasts up to 90 seconds.

 Store a message for as long as you want. 

 You can also record your voice signature and welcome message.

Calling Line Identification

You can check your caller's telephone name and number on your phone screen
whenever you receive a call. This gives you the flexibility to either accept or
reject an incoming call. This service is also helpful in identifying your missed
calls

You can access this service by just paying Rs. 49 per month, if you are a
postpaid customer. This service is absolutely free if you are a Vodafone Prepaid
customer.

Itemized Billing

As a Vodafone Postpaid customer, you can choose to receive an itemized bill at

the end of each month. This is a detailed billing statement which helps you keep
track of all your calls. Your itemized bill includes:

28
 Origin of the call

 Destination of the call

 Duration of the call

 Toll charges

 Airtime and total charge

Get your itemized bill.

 via post: Pay a monthly rental of 49 only.

 via e-mail: Pay just Rs. 19 per itemized bill.

Fax & Data Services

This service enables you to constantly keep in touch with your office,

colleagues and information sources. You can send or receive faxes and transmit

data using your Vodafone phone anytime, anywhere. Whether you are operating

from home,

Hotels and airport lobbies.

At speeds of up to 9600 bps within the network or while roaming. You can even

access the Internet.

All you need is a handset compatible data card (PC Card) or a GSM Software,

and a data chord cable with a PC to set up a mobile office.

29
You can also opt for either Vodafone Fax or Vodafone Data services

independently.

Your Vodafone fax number can help you differentiate between incoming voice

calls and fax transmissions. You can also send and receive faxes anywhere on

earth with your Vodafone phone

By opting for the Vodafone Data Services you can access e-mail, databases and

the Internet. All on your single incoming data number.

Charges to activate the Vodafone Fax and Data service, you just need to pay a

one-time activation fee of Rs 500. To access the Fax service, the fee is Rs. 250.

The usage charges are nominal at Re 1 per minute.

Call Management Services

There may be occasions when you need to conference with up to six people at a

time or talk to just two. Or you are speaking to someone and want to forward an

incoming call to another phone. With your Vodafone phone, you can do this and

more. Vodafonehelps you manage your calls effortlessly so that you stay in

control of your conversations, always.

Voice Response

Get your Vodafone phone to respond directly to your commands. Custom

designed to recognize Indian voices and accents, the Voice Response service

makes your life more convenient. You can get the latest updates on news,

30
stocks, cricket and your horoscope. Airtime charges will be Rs.6 per minute (1

minute pulse).

Voice Messaging

Voice Messaging has become even more affordable. You can now send voice

messages to cellular phones as well as fixed telephone lines in USA or Canada

for just Rs.3.95 per min* (as against Rs.4.95 per min earlier).

Voice messages within India across select networks will cost you Rs. .95 per

min only. Also, recipients of the cellular Voice Messaging service have the

option of replying back to the messages, which get returned back as return

Voice Mail messages, facilitating two-way (though not simultaneous) voice

communication.

Yahoo! Messenger For SMS

You do not have to wait to get a PC to use the Yahoo! Messenger. With the

exclusive Vodafone-Yahoo! tie-up, you can easily get connected through your

Vodafone phone.This unique messenger comes with a lot of exciting features.

You can connect with all Yahoo! Messenger users, send, receive and reply to

instant messages, view and manage your friend list and also manage

authorization requests. All this and more just by using SMS. You will be

charged Rs. 2 per outgoing message. Incoming messages are free.

31
Cell Banking

Vodafone now puts the bank in your pocket with Cell Banking. Access your

bank account and transact directly on your Vodafone phone by sending text

messages.

The first of its kind in India, this service enables you to conduct your banking

without having to visit the bank or making a call.

You can do Cell Banking from over 90 countries worldwide.

You will be charged Rs. 2 per outgoing message. Incoming messages are free.

Roaming

Now you can always stay connected, no matter where you are. With the

Vodafone Roaming facility, you can use your Vodafone phone in over 100

countries worldwide and over 1000 cities, towns and highways across India.

Vodafone Roaming makes life easy and convenient for you.

Vodafone Essar, one of India’s leading cellular services providers, today

announced significant reduction in international roaming rates for its Postpaid

customers traveling to South Africa during the upcoming DLF Indian Premier

League (IPL) cricket tournament. Vodafone Essar is the official partner to DLF

IPL 2013

32
One number across the globe

Your Vodafone phone number and PIN number remains the same whether you

are in Delhi, Chandigarh, London, Paris or anywhere else in the world.

National and International Roaming on Vodafone Prepaid

Roaming on Vodafone Prepaid gives you the most extensive coverage in over

1000 cities, towns and highways across India, and in over 100 countries around

the world. Enjoy Roaming on your Vodafone Prepaid card and stay in touch

wherever you go.

Yahoo! Mail For SMS

You can now directly access your email account on Yahoo! Mail on your

Vodafone phone. What’s more, you do not need a WAP enabled handset for this

service as it is based on SMS. So gain freedom from your PC and access your

Yahoo! mails anytime, anywhere on your Vodafone phone. You will be charged

Rs. 2 per outgoing message. Incoming messages are free.

WAP

With WAP, you can have the Internet directly in your pocket. So if you are
looking for quick and easy delivery of information and services, your Vodafone
phone can show it all. Use it to check out news, finance, shopping,
entertainment, travel, entertainment and city service information etc. To access

33
this service all you need is a WAP enabled handset and WAP services activated
on your Vodafone phone. This service comes to you at a nominal charge of Re.
1 per minute (1 min pulse).

Group Messaging

Party invitations, movie outings, festive greetings... whatever be the occasion,

you can send your message to all your friends at one go!
With Group Messaging from Vodafone, you can thus save yourself the bother
of painstakingly sending your message to one person at a time whether you are
on Vodafone Prepaid or Postpaid.

Vodafone4help

Vodafone4help now lets you take advantage of a lot more services than before.
You can connect to the nearest fire brigade or mechanic or florist or even order
a pizza. If you are stranded in the middle of the road, or if you you need
immediate medical attention or if you are looking for a police station close by,
Vodafone4help gives you instant access to your nearest source of help,
anywhere in Delhi or the NCR.

All the help services are charged@Rs.6/min. while for police and fire help only
local airtime charge is applicable.

34
 CUSTOMER SATISFACTION

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.

There is a substantial body of empirical literature that establishes the benefits of

customer satisfaction for firms.

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

35
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.

Because satisfaction is basically a psychological state, care should be taken in

the effort of quantitative measurement, although a large quantity of research in

this area has recently been developed. Work done by Berry, Brodeur between

1990 and 1998 defined ten 'Quality Values' which influence satisfaction

behavior, further expanded by Berry in 2002 and known as the ten domains of

satisfaction. These ten domains of satisfaction include: Quality, Value,

Timeliness, Efficiency, Ease of Access, Environment, Inter-departmental

Teamwork, Front line Service Behaviors, Commitment to the Customer and

Innovation. These factors are emphasized for continuous improvement and

organizational change measurement and are most often utilized to develop the

architecture for satisfaction measurement as an integrated model. Work done by

Parasuraman, Zeithaml and Berry between 1985 and 1988 provides the basis for

the measurement of customer satisfaction with a service by using the gap

between the customer's expectation of performance and their perceived

experience of performance. This provides the measurer with a satisfaction "gap"

36
which is objective and quantitative in nature. Work done by Cronin and Taylor

propose the "confirmation/disconfirmation" theory of combining the "gap"

described by Parasuraman, Zeithaml and Berry as two different measures

(perception and expectation of performance) into a single measurement of

performance according to expectation. According to Garbrand, customer

satisfaction equals perception of performance divided by expectation of

performance.

The usual measures of customer satisfaction involve a survey with a set of

statements using a Likert Technique or scale. The customer is asked to evaluate

each statement and in term of their perception and expectation of performance

of the organization being measured.

Vodafone had highest customer satisfaction index in 2011

Lisbon, 25 August 2013 - Vodafone obtained the highest customer satisfaction

index in the telecommunications sector in 2013, according to annual results

published by Anacom. Vodafone achieved a satisfaction index of 74.4 (on a

scale of 0 to 100), the highest score of all the companies in the Portuguese

telecommunications market and considerably above the sector average of 67.6.

In the report published by Anacom, Vodafone is ranked in first place in all the

indicators included in the survey: Satisfaction with the operator, Image that

customers have of the operator, Customer Expectations, Perceived Quality of

37
the operator's network and services, Perceived Value for Money, Complaints

received and their handling, and Loyalty of customers to their operator.

In the Perceived Quality indicator, Vodafone obtained a score of 8.3 points for

overall quality, way ahead of the scores of the other two operators (both

obtained 7.7 points). Vodafone comes top in all the indicators for perceived

quality of network and services: technical quality of the network (8.2 points);

customer service and advice capability (7.6 points); quality (8.2 points),

diversity (8.0 points) and reliability (7.9 points) of products and services

offered; clarity and transparency of information supplied (7.8 points); network

coverage (7.9 points) and clarity and transparency of price plans (7.9 points).

Similarly, in the indicators measuring the Image of mobile operators, Vodafone

comes top in the five categories analyzed (on a scale of 1 to 10): 'It is a reliable

company in terms of what it says and what it does' (8.1 points); 'It is stable and

well established in the market' (8.8 points); 'It contributes positively to society'

(7.5 points); 'It cares about its customers' (7.6 points); and 'It is innovative and

forward looking' (8.5 points).

The methodology used in the ECSI Portugal 2009 survey (ECSI – European

Customer Satisfaction Index) is similar to that used by the European

Commission to survey customer satisfaction in 25 Member States, enabling

comparisons to be made between the results obtained in each country.

38
The ECSI Portugal 2011 Communications survey was carried out by the Higher

Institute of Statistics and Information Management at Lisbon's New University

in partnership with the Portuguese Quality Institute and the Portuguese Quality

Association, with sponsorship from Anacom.

39
 SWOT ANALYSIS

SWOT Analysis is a strategic planning method used to evaluate the Strengths,

Weaknesses, Opportunities, and Threats involved in a project or in a business

venture. It involves specifying the objective of the business venture or project

and identifying the internal and external factors that are favorable and

unfavorable to achieving that objective. The technique is credited to Albert

Humphrey, who led a research project at Stanford University in the 1960s and

1970s using data from Fortune 500 companies.

Strengths Weaknesses

Leadership Position Centralized Control –

Low Flexibility
Global Brand Strength

High Consumer churn

High Geographical reach
Internal
rates
Opportunities Threats
Expanding marketing Increased Competition

boundaries
Market saturation in

Growth through 3G Europe

External
Strategic Alliances Emergencies of Low

cost Brands

40
 SWOT ANALYSIS OF VODAFONE

Strengths:

The main strength of Vodafone within the telecommunications market

lies in its brand image and recognition. Vodafone, having established a global

presence and having invested highly in marketing a differentiated image by

promoting a Vodafone life style, currently enjoys a differentiating advantage

that, if exploited properly, can offer a lead in competition. The presence of

Vodafone in numerous countries within Europe as well as in all part of the

world enhances this image. It allows customers to travel and enjoy easily the

services of their home country operator. In the few countries that Vodafone is

not physically present (e.g. Norway) it has well established strategic alliances

which allow for a better service of mobile clients.

Weaknesses:

The expansion of Vodafone has been completed at the expense of direct

control of its operations. The company grew through a process of acquisitions

of national telecommunications companies (e.g. the acquisition of the third

biggest Czech mobile phone operator, Cesky mobile) rather than organic

growth. This increased its subscribers’ base quickly, offering direct market

knowledge and immediate additions of customer bases at the expense of direct

effective control of the subsidiaries. At the same time though, it implicitly

41
imposed a centralized operational structure for the group, nominating the UK

headquarters as the leading business unit running a much centralised marketing

and handset procurement at group level. This has resulted in the neglect of local

markets and local differences, allowing market share to be gained by smaller

local competitors. Due to the highly saturated Western European market this has

resulted in an increase in the price elasticity of demand, with consumers

becoming continuously price oriented. This has resulted in high customer churn

rates reaching the level of 32.8% in the UK compared to O2’s 24%.

Opportunities:

The telecommunications market, even though highly saturated in some

regions offers great potential due to the ageing population and the sophistication

of the consumers. It offers great opportunities through a careful market

segmentation and exploitation of particular profitable segments. Different

strategies should be pursued – simple phones and simplified pricing plans to the

ageing population and more updated, sophisticated solutions for younger

generations. The expanding Boundaries of the market could provide further

opportunities by allowing Vodafone to enter more aggressively into fixed‐line

service and to better enjoy the benefits of its high investment in 3G technology.

Moreover the company has undertaken its first steps in establishing strategic

alliances to develop customized solutions for end‐users: Vodafone recently

42
announced two new partnerships, one with supermarket group ASDA to launch

an ASDA branded mobile service in the UK, and another with electrical retailer

DSG International to provide mobile solutions to small businesses. This could

further be enhanced to avoid being a late‐entrant in this new method of

distribution which offers access to a wide potential customer base.

Threats:

The European part of Vodafone’s market is characterized by existing high

levels of competition. Major brands such as O2 and T‐Mobile are exploiting the

price sensitivity of customers and in this way they are building a stronger image

and presence in the market. Indirect competition is also increasing further,

through the presence of Skype and other related (not only voice) Internet‐based

services. This combined with the upcoming European legislative measures is

expected to limit further the tariffs for the network providers imposing further

need for price cuts which could harm the bottom line profitability of the

company.

43
 SCOPE OF STUDY:

There are many benefits related to take this study. Some of the benefits of

taking this study are as follows:

 By analyzing this information, the company would be able to better

design schemes & services & target right prospects’ needs & wants.

 More people will get aware about Vodafone that will increase profit level

of Vodafone.

 This study helps to identify the behavior of consumer when there are no

offers & schemes from Vodafone.

44
 RESEAECH METHODOLOGY

Introduction:

“Marketing research means the systematic gathering, recording,

analyzing of data about problems relating to the marketing of goods and

services”

METHODOLOGY ADOPTED:

Research methodology is a way to systematically solve the research problem.

Here we study the various steps generally adopted by the researcher in studying

the research methods to continue a part of research methodology.

In this research, both Primary and Secondary data taken into consideration. The

project would be executed through primary data i.e. questionnaires, discussion

with various age groups of employee, information from other group of

companies, internet data’s.

Primary data: - This is those, which are collected as fresh and for the

first Time, and thus happen to be original in character. There are many

ways of data collection of primary data like questionnaire, observation

method, interview method, through schedules, pantry Reports,

distributors audit, consumer panel etc.

Secondary data: - These are those data, which are not collected afresh

and are used earlier also and thus they cannot be considered as original in

45
character. There are many ways of data collection of secondary data like

publications of the state and central govt., website, journals, companies

reports, reports prepared by researchers, reports of various associations

connected with business, Industries, banks etc. For this project secondary

data was taken from company’s reports and websites.

RESEARCH DESIGN:

1. Type of research: Descriptive research design

2. Sources of data: Primary Data & Secondary Data

3. Primary Data – Questionnaire

4. Secondary Data – Websites

5. Data collection method: Survey Method,Questionnare

6. Survey Instrument: Questionnaire (Closed and Open

Ended)

7. Method of communication: Collect the data through survey

of the employees in the organization

8. Sample size: 100 Employees

9. Sample unit: Here the researcher has randomly selected the

respondents of the Lucknow.

10.Sampling Design: Convenient sampling (sample collection)

46
 Data Analysis and Interpretation

After all the above steps are completed now the important step is data analyzing

and interpretation. For this there are various analytical and statistical tools.

Some of these tools are Percentage, Average, Dispersion, Co-relation, Co-

efficient, etc.

Q1) Do you have a mobile phone?

Purpose:

The main purpose of this question is to know how many respondents use mobile

phone.

7%

Suggestions Yes No

Ye No. of respondents 93 7
s
N
o

93%

Interpretation:

93% of the respondents are have a mobile phone while 7% of the

respondents do not have a mobile phone.

47
Q2) Are you aware about telecommunications services?

Purpose:

The main purpose behind this question is to know about the awareness of

respondents regarding different telecommunications services and also to know

about which telecommunication(operator’s) service they use.

Suggestions Yes No
5%
No. of respondents 95 5

Yes
No

95%

Interpretation:

95% of the respondents are aware about telecommunications services

while 5% are not aware.

48
Which operator’s service do you use?

Operator’s service name No. of respondents

Vodafone 87
Airtel 29
Idea 17
Reliance 21
BSNL 5
Tata Indicom 3

2%
3%

13%

Vodafone
Airtel
10% Idea
54% Reliance
BSNL
Tata Indicom

18%

Interpretation:

Major respondents using mobile are enjoying Vodafone services. 16% of

the respondents use Airtel, 6% respondents use Idea while 12%, 4% and 2%

respondents use Reliance, BSNL and Tata Indicom respectively.

49
Q3) Are you aware about Vodafone?

Purpose:

The purpose behind this question is to know about the awareness of

Vodafone among all the respondents.

awareness
13

yes
no

87

Suggestions Yes No
No. of respondents 87 13
Interpretation:

Here 87% of respondents are aware about Vodafone Services.

50
Q4) From which source you came to know about Vodafone?

Purpose:

The purpose behind this question is to know from which source the

respondents came to know about Vodafone

Sources No. of respondents

Advertisements 63
Hoardings 52
Newspapers 35
Mouth Publicity 26

Interpretation:

36% of the respondents are aware about Vodafone through

Advertisements, 29% are aware because of Hoardings while 20% and 15% of

the respondents are aware because of Newspapers and Mouth Publicity

respectively.

Q5) Since how long you are using Vodafone Services?

Purpose:

The purpose behind this question is to know about the usage time of

Vodafone customers i.e. since how long they are using Vodafone services.

51
Time period No. of respondents
Less than 1 month 12
2-6 months 19
6-12 months 22
More than 1 year 34

14%

39% Less than 1 month

2-6 months
22%
6-12 months
More than 1 year

25%

Interpretation:

Major Respondents using Vodafone are old customers. 39% of the

respondents use Vodafone services from past more than 1 year while the lowest

is 14% respondents using Vodafone services less than 1 month.

Q6) Which of the following services do you use of Vodafone?

Purpose:

The purpose behind this question is to know which services do the

Vodafone customer use, Pre-Paid or Post-Paid.

Services No. of respondents

Pre-Paid 73 52
Post-paid 14
 16%

Pre-paid
Post-paid

84%

Interpretation:

84% of the respondents use pre-paid services while only 16% of the

respondents use post-paid services.

Q7) Which services are more helpful to you while using Vodafone Services?

Purpose:

The purpose behind this question is to know which services are more

helpful to the respondent while using Vodafone.

Services No. of respondents

Call Rates 27
SMS Rates 48
Network 36 53

Value Added Services 19

 15%
21%

Call Rates
SMS services
Network
28% Value Added services

37%

Interpretation:

Here major Respondents are youngsters so they mainly use SMS services

of Vodafone. 37% of the respondents use Vodafone for SMS services while

only 14% of the respondents use Vodafone for Value Added Services.

Q8) Do you call at customer care?

54
Purpose:

The purpose of this question is to know how many times and how often

the respondents call at customer care of Vodafone.

Suggestions Yes No
No. of respondents 76 11

13%

Yes
No

87%

Interpretation:

55
 87% of the respondent calls at customer care while 13% respondents do

not call at customer care.

Q(9)If yes, how often you call at customer care?

Time Period No. of respondents

Daily 5
Once a week 12
Once a month 24
Occasionally 35

7%

16%

Daily
46% Once a week
Once a month
Occasionally

32%

Interpretation

56
 Major respondents here call customer care occasionally. 31% respondents

respondents call customer care once a month while 16% and 7% of respondents

call once a week and daily respectively.

Q9) For what reason you call at customer care?

Purpose:

The main purpose of this question is to know the reason of the

respondents regarding calling at customer care.

Reasons No. of respondents

Value Added Services 21
Information regarding new schemes 23
Complaining 42
Other queries 36

Interpretation: 17%

30%

Value Added Services 57

Information regarding new
schemes
19% Complaining
 34% of respondents call at customer care for complaining purpose while

30%, 19% and 17% of respondents call customer care for other queries,

information regarding new schemes and value added services respectively.

Q10) Rate the following on the basis of your satisfaction.

Services Excellent Very Good Fairly Good Average Poor

Network 31 29 17 7 3
SMS Rates 6 19 35 24 3
New schemes 3 14 27 33 10

and offers
Customer Care 6 32 29 15 5
Recharge 12 28 31 14 2

Outlets
Call Rates 2 20 43 19 3
Value Added 9 24 29 19 6

Services

58
 Services
100%
80%
60% Poor
40% Average
20% Fairly Good
0% Very Good
Excellent

Network:

Purpose:

Service Excellent Very Good Fairly Good Average Poor

Network 31 29 17 7 3
The purpose of this analysis is to know the perspective of the customers

of Vodafone regarding network service.

Network
3%
8%
Excellent
36% Very Good
20% Fairly Good
Average
Poor

33%

59
Interpretation:

Here major respondents are satisfy with the network coverage. 36% of the

respondents are rate the Vodafone’s network excellent, 33% rate it very good,

20% rate it farely good while 8% and 3% rate it average and poor.

SMS Rates:

Purpose:

The purpose of this analysis is to know the perspective of the customers

of vodafone regarding Rates of SMS.

60
Service Excellent Very Good Fairly Good Average Poor
SMS Rates 6 19 35 24 3

SMS Rates
3%
7% Excellent
Very Good
28% 22% Fairly Good
Average
Poor

40%

Interpretation:

Here major respondents are not much satisfied with the SMS rates of

Vodafone as major respondents are youngsters. 7% of respondents rate it

excellent, 22% rate it very good, 40% rate it fairly good, 28% rate it average,

3% rate it poor.

New Schemes and Offers:

Purpose:

61
 The main purpose of this analysis is to the respondent’s perspective

related to the new schemes and offers provided by Vodafone.

Service Excellent Very Good Fairly Good Average Poor

New schemes 3 14 27 33 10
and offers

New schemes and offers

3%
11%
16% Excellent
Very Good
Fairly Good
Average
Poor
38%
31%

Interpretation:

Here major respondents are not much satisfied with new schemes and

offers of Vodafone. 38% respondents rate new schemes and offers as average,

31% respondents rate it as fairly good, 16% rate it as very good while 12% and

3% rate it as poor and excellent respectively.

Customer Care:

Purpose:

62
 The main purpose of this analysis is to know about the satisfaction of

customer care service provided by Vodafone to their customers.

Customer Care
6% 7%

17% Excellent
Very Good
Fairly Good
Average
37% Poor

33%

Service Excellent Very Good Fairly Good Average Poor

Customer Care 6 32 29 15 5
Interpretation:

Customer care service of Vodafone is better compared to some of the

other services. 37% respondents rate it as very good, 33% rate it as fairly good,

17% rate it as average, and 6% and 7% rate it as poor and excellent

respectively.

Recharge Outlets:

Purpose:

63
 The purpose behind this analysis is to know about the satisfaction of the

Vodafone customers regarding recharge outlets.

Service Excellent Very Good Fairly Good Average Poor

Recharge 12 28 31 14 2

Outlets

Recharge Outlets
2%
14%
16% Excellent
Very Good
Fairly Good
Average
Poor
32%

36%

Interpretation:

Recharge outlets of Vodafone are majorly rated on fairly good and very

good basis. 36% of the respondents rate it as fairly good, 32% rate it as very

good, 16% rate it as average, 14% rate it excellent and 2% respondents rate it as

poor.

Call Rates:

Purpose:

The purpose behind this analysis is to know about the perception of

vodafone customers regarding different call rates.

64
 Call Rates
2%
3%

22% 23% Excellent

Very Good
Fairly Good
Average
Poor

49%

Service Excellent Very Good Fairly Good Average Poor

Call Rates 2 20 43 19 3

Interpretation:

Major percentage of respondents are not happy with the call rates of

Vodafone. 49% of respondents rate call rates of vodafone as fairly good, 23%

rate it as very good, 22% rate it as average while 4% and 2% respondent rate it

as poor and excellent respectively.

Value Added Services: Purpose:

The purpose behind this analysis is to know about the perception of

vodafone customers regarding Value Added Services.

65
 Value Added Service
7% 10%

Excellent
22% Very Good
Fairly Good
28% Average
Poor

33%

Service Excellent Very Good Fairly Good Average Poor

Value Added 9 24 29 19 6

Services

Interpretation:

Value added services of Vodafone are quite feasible as compared to some

of the other services. 33% respondents rate it as fairly good, 28% rate it as very

good, 22% rate it as average while 10% and 7% rate it as excellent and poor

respectively.

66
67
 FINDINGS

 93% of the respondents are have a mobile phone while 7% of the

respondents do not have a mobile phone.

 100% of the respondents are aware about telecommunications services.

 16% of the respondents use Airtel, 6% respondents use Idea while 12%,

4% and 2% respondents use Reliance, BSNL and Tata Indicom

respectively.

 100% of respondents are aware about Vodafone Services.

 36% of the respondents are aware about Vodafone through

Advertisements, 29% are aware because of Hoardings while 20% and

15% of the respondents are aware because of Newspapers and Mouth

Publicity respectively.

 39% of the respondents use Vodafone services from past more than 1

year while the lowest is 14% respondents using Vodafone services less

than 1 month.

 84% of the respondents use pre-paid services while only 16% of the

respondents use post-paid services.

 37% of the respondents use Vodafone for SMS services while only 14%

of the respondents use Vodafone for Value Added Services.

 87% of the respondent calls at customer care while 13% respondents do

not call at customer care.

68
 31% respondents respondents call customer care once a month while

16% and 7% of respondents call once a week and daily respectively.

69
 Conclusion

Follwing are the conclusion that the researcher found after the survey.

 From the above analysis the researcher concludes that major respondents

are dissatisfied with some of the major services like call rates, SMS rates

and new schemes & offers.

 Major respondents from all respondents use services of Vodafone.

 Major customers of Vodafone are old customers so many of the

respondents are satisfied with the services of Vodafone and thus they

would like to recommend Vodafone to others.

 Major respondents using Vodafone use pre-paid services compared to post-

paid services.

 Major respondents are youngsters so they need more SMS facilities and

low call rates, but Vodafone dissatisfies these age group (18-25) as their

call rates and SMS rates are much high.

70
 SUGGESTIONS

Following are some of the suggestions given by the researcher so that Vodafone

can serve people and its customers in an improved way:

 Vodafone should decrease call rates for local users.

 Vodafone should provide more offers to Post-Paid customers so that the

number of Post-Paid customers increase.

 Vodafone should bring introduce some new SMS schemes for the

youngsters.

 Vodafone should introduce more schemes and offers.

 Vodafone should provide more schemes and offers to its old customers.

 Vodafone should decrease call rates of STD and ISD.

71
 LIMITATION OF STUDY

Certain limitations do creep in a research study due to constraints of the time,

money and human efforts, the present study is also not free from certain

limitation, which were unavoidable. Although all effort were taken to make the

result of the work as accurate as possible as survey but the survey have

following constraints.

Here the researcher’s problems are:-

 A number of customers are not satisfied with services, new schemes and

offers.

 A number of customers are not satisfied with the network coverage.

 A number of customers are not satisfied with the current call rates of

Vodafone.

 A number of customers are not satisfied with the Free SMS schemes.

 A number of customers are not satisfied with the service of customer care

of Vodafone.

72
 BIBLIOGRAPHY

Books:

1-.Beri.G C, 2010, Marketing Research, Tata MC Graw Hill Education PVT.

LTD, ISBN- 13; 978-0-07-062022-3

2- Kotler.Philip,2013,Principle Of Marketing, Arrangement with Person

Education Inc. and Dorling Kindersley Publishing Inc. , ISBN- 978-81-317-

1547-5

3- Krishnamoorthy.R, 2011, Introduction to Rural Marketing, Himalaya

Publishing house PVT.LTD. ISBN- 978-93-5024-787-7

4. Hartmam.Laura P, 2013, Perspectives in Business Ethics, ISBN- 13; 978-0-

07-062011-13

Websites:

 http://www.vodafone.com/start/media_relations/news/local_press_rele

ases/portugal/portugal_press_release/vodafone_had_highest.html

 http://en.wikipedia.org/wiki/Customer_satisfaction

 http://en.wikipedia.org/wiki/Hutch_(Indian_cellular_company)

 http://en.wikipedia.org/wiki/Vodafone

 http://bora.nhh.no/bitstream/2330/1919/1/Saplitsa%202013.pdf

 www.anacom.pt/render.jsp?contentId=606658

 www.iimcal.ac.in/community/consclub/reports/telecom.pdf

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 QUESTIONNAIRE

Q1) Do you have a mobile phone?

o Yes

o No

Q2) Are you aware about telecommunications service?

o Yes

o No

If yes, then which operator’s Service do you use?

o Vodafone

o Airtel

o Idea

o Reliance

o BSNL

o Tata Indicom ( If not Vodafone then go to Q12 )

Q3) Are you aware about Vodafone?

o Yes

o No (If No, then go to Q11 )

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Q4) From which source you came to know about Vodafone?

o Advertisement

o Hoardings

o Newspapers

o Mouth Publicity

Q5) Since how long you are using Vodafone services?

o Less than 1 month

o 2-6 months

o 6-12 months

o More than 1 year

Q6) Which of the following services do you use of Vodafone?

o Pre-paid

o Post-paid

Q7) Which services are more helpful to you while using Vodafone services?

o Call rates

o SMS service

o Network

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 o Value Added Services

Q8) Dou you call at customer care?

o Yes

o No

If yes, how often you call at customer care?

o Daily

o Once a week

o Once a month

o Occasionally

Q9) For what reason you call at customer care?

o Value added services

o Information regarding new schemes

o Other queries

o Complaining

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Q10) Rate the following services on the basis of your satisfaction.

Services Excellen Very Fairly Average Poor

t Good good
Network
SMS rates
New schemes and

offers
Customer Care
Recharge outlets
Call Rates
Value Added Services
Q11) What makes you unaware about Vodafone?

o Less Advertisements

o Less Publicity

o Others

(If others then mention ________________________)

Q12) Why you are not using Vodafone services?

o Lack of awareness (Multi-choice)

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 o High Prices

o Poor Services

o Poor network

Q13) Would you like to recommend Vodafone to others?

o Yes

o No

Q14) Give your suggestions to help in serve you better.

________________________________________________________________

________________________________________________________________

________________________________________________________________

________________________

Name: ________________

Age: ___ years

Sex: Male/Female

Contact no.: ___________

Signature: __________

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