CUSTOMER SATISFACTION TOWARDS VODAFONE SERVICES LTD.

SUBMITTED BY:- YASH MITTAL

SUBMITTED TO:- Dr VISHAL KAMRA
COURSE;- NTCC TERM PAPER
 CHAPTER I: INTRODUCTION

This report is the study of an Telecom Industry, focusing on popular Telecom company,
Vodafone. The report highlights the history, performance, sales and its standing in the market, as
well as the strategies adopted by the company. Factors affecting the company is also covered in
this report.

Telecom is considered the backbone of our economy. Global competitiveness increasingly

depends on the development of the telecom infrastructure that is compatible with international
standards.
Telecom services have become a big hit in the overall telecom industry. The level of competition
in the market involves complex feedback which ranges from local service providers to global
service providers.
India, a developing country which is not fully technologically advanced are growing rapidly and
showcasing changes in the lifestyle of the mobile phone users, and their demands in the service
provider which is remarkable
 CHAPTER II: LITERATURE REVIEW

2.1 Factors affecting the Telecom industry:

Various factors affecting the telecom sector are those which lie outside companies and their
competitors. Business owners have less control over these factors, and their impact is minimal.

ECONOMICAL FACTORS

Interest rates, inflation, and taxes affect the telecommunication industry. Expenses affect the
pricing per plan offered to customers too. It’s expensive to build towers and resources in rural
areas. Customers who don’t live in big cities are affected.
Growth is dependent on the market (customers) and technological advancements. Businesses are
using the internet and mobile phones for marketing.

SOCIAL FACTORS

Social factors are the most crucial that might impact the business because it is very difficult in
setting up a business tower in rural areas. Telecom corporations are monopolies, they’re in
charge of both internet and mobile services. Customers need these packages to communicate
with friends, take part in social media challenges, buy products online, find stable careers and
more.

TECHNOLOGICAL FACTORS

Nowadays technology has become an integral part of every human being and with the change in
technology the telecom companies are also advancing. For example, nowadays telephone
companies install fiber wire in their software over copper. Smart phones have catered over the
market and so do the telecom services. Software’s like voicemail, face unlock, anti-theft which
are allowed in the smartphones have enhanced the living of people. Also now people can have
access over the internet as and when required. Technological factors have most influence to the
telecom sector.
ENVIRONMENT FACTORS

Climatic changes can also impact the telecom sector. In terms of employment, with technology
advancing, employees need to adapt to changes. Which means people who worked on a previous
version may now be unemployed.

LEGEL FACTORS

The telecommunication industry is often impacted by legislation issues. Particularly issues with
the government, monopolies, and customers. But the industry has allowed importing and
exporting of telecom products (international smartphones, for example). Allowing more
development in telecom tech devices.

FACTORS AFFECTING
TELECOMMUNICATIONS INDUSTRY

SOCIAL
ECONOMICAL FACTORS
FACTORS

TECHNOLOGICAL ENVIORNMENT
LEGEL FACTORS
FACTORS FACTORS
 CHAPTER III: RESEARCH METHODOLOGY

3.1 OBJECTIVES OF THE STUDY

Main objectives towards study of Vodafone are:
 To observe the growth of telecom sector in India.
 To study the company profile of Vodafone ltd.
 To understand consumer responses.
3.2 Tools Used

The research was conducted by using the form of an oral interview..

Primary
 Oral Interviews
Secondary
 Internet
 Pdf Files
 Journals
 Articles
 Blogs

3.3 Sources

 The sources used during the research were mainly secondary as the information about the
whole industry was found by links on the internet.
 Primary Information is used for conducting the research for the vendors and the officials.
 CHAPTER IV: COMPANY PROFILE

Berkshire, England based mobile network, Vodafone is the largest mobile telecommunications
company all over the world. It has a great market value and is known for its up-to-date value
added services among its customers. Vodafone is currently operating its services if 25 different
countries and is planning to expand further.
Today in India, Vodafone is market leader in the telecom sector and has a market share of
28.89%.

MISSION:
Our mission is to provide services globally and enhance our value added services so that we can
retain our clients and customers. We offer to define new age communications to the world to
clear the gap between people. We also aspire to become the world leaders in the telecom
industry.
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.
 CHAPTER V: CASE STUDY

5.1 SERVICES PROVIDED BY VODAFONE

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. Here are the following services provided
by Vodafone Services Ltd.:-
Prepaid services
o ₹249:- Unlimited calls, 1.5 GB per day
o ₹219:- Unlimited calls, 1 GB per day
Postpaid Services
o ₹499:- Unlimited calls, 75 GB
o ₹399:- Unlimited calls, 40 GB
Value Added Services: Zoo Zoo DVDs offer
SMS: pay 1.5 per message across country
Ringtones and Logos:- With Vodafone and yahoo tieup you can download logos and
ringtones.
5.2 SWOT ANALYSIS

SWOT Analysis is used to measure the Strengths Opportunities Weakness and Threats of the
company. Strengths and Weakness are internal factors whereas Opportunities and Threats are
external factors. Hera are some of the factors:

STRENGHTS:

 Global Brand recognition

 Mass reach
 World leader

WEAKNESS:
 Low flexibility
 High rates

THREATS:
 Market saturation
 Growing competitors

OPPORTUNITIES:
 Expansion
 Strategic Alliances
5.3 CUSTOMER SATISFACTION

Every human being is of heterogeneous nature therefore organizations willingly target

audience is mainly its customers.

Needs of customers vary from person to person therefore it is important to take a response
what satisfies them.

In this fast pacing world where everyone is running at a faster speed customer satisfaction act
as a linking pin betwwen the company and its customer.
 CHAPTER VI: DATA ANALYSIS AND INTERPRETATION

Data analysis and Interpretation shows the number of people using the services of Vodafone

Q 1) DO YOU HAVE MOBILE PHONE?

10

YES
NO

90

INTERPRETATION

In the above diagram it is shown that 90% of the customers use mobile phone while others
don’t.
Q 2) ARE YOU AWARE ABOUT THE TELECOMMUNICATIONS SERVICES?

YES
NO

95

INTERPRETATION

In the above figure 95% of the respondents were aware of the various telecom services.
Q 3) WHICH OPERATORS SERVICE DO YOU USE?

VODAFONE
AIRTEL
IDEA
54
RELIANCE
28

INTERPRETATION

Above figure shows that 54% of the respondents use Vodafone services, following 285 with
airtel, and 9% idea and reliance.
Q 4) HOW DID YOU CAME TO KNOW ABOUT VODAFONE?

15

36

ADVERTISEMENTS
HOARDINGS
20
NEWSPAPERS
WORD OF MOUTH

29

INTERPRETATION

This shows that most customers came to know about Vodafone through advertisements
which is 36%.
Q 5) SINCE WHEN YOU ARE USING VODAFONE?

14

39
More than a year
6-12 months
22
2-6 months
less than a month

25

INTERPRETATION

This figure shows the number of customers been using Vodafone. 39% of customers are
using Vodafone for more than a year. 25% have been using since 6 months. 22% have been
using between 2-6 months and 14% have been using less than a month.
Q 6) WHAT SERVICES OF VODAFONE DO YOU USE?

15

PRE PAID
POST PAID

85

INTERPRETATION

Around 85% of customers enjoy the pre-paid services of Vodafone and 15% of them enjoy
the postpaid services.
Q 7) WHAT SERVICES DO VODAFONE PROVIDE?

14

37

CALL RATES
SMS
NETWORK
28 VALUE ADDED SERVICES

21

INTERPRETATION

Above figure shows the different services provided to the Vodafone customers. 37% of
customers enjoy the call rates services provided by Vodafone followed by 21% of SMS 28%
of Network services and 14% of value added Services.
Q 8) HOW OFTEN DO YOU CALL CUSTOMER CARE?

16

DAILY
46
ONCE A WEEK
ONCE A MONTH
OCCASIONALLY

31

INTERPRETATION

To this question customer responded that 7% confirmed that they called customer care daily.
16% called once in a week. 31% admitted to call once in a month and 46% did occasionally.
Q 9) WHY ARE YOU NOT USING VODAFONE SERVICES LTD.?

15 16

Lack of awareness
High Prices
23 Poor Services
Poor Network

46

INTERPRETATION.

16% of customers are not using Vodafone because of lack of awareness. 46% because of
high prices. 23% because of poor services. And 15% because of Poor network.
Q 10)WOULD YOU RECOMMEND VODAFONE TO OTHERS?

20

YES
NO

80

INTERPRETATION

80% of customers would recommend to others and 20% don’t.

 CHAPTER VII: SCOPE OF THE 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.