PROJECT REPORT

(Submitted for the Degree of B.Com. Honours in Accounting & Finance

under the University of Calcutta)

TITLE OF THE PROJECT

Consumer preferences towards mobile phone service
providers in Kolkata (GSM)
SUBMITTED BY
Name of the candidate: - Avishek Dey.

Registration number: - 224-1121-1086-11.

C.U Roll number: - 1224-61-0090.

Name of the college:- Seth Anandram Jaipuria College

SUPERVISED BY
Name of the supervisor:- Prof. Barun Kumar Das

Name of the college:- Seth Anandram Jaipuria College

MONTH & YEAR OF SUBMISSION

February, 2013
 ACKNOWLEDGEMENT
I am hearty gratefully acknowledged the following sources to help me to do the

project. I have done the project on the instruction & guidance given by our

respected professor. They have always been an invaluable source of inspiration had

work, sincerity and dedication. I would like to express my sincere ineptness to my

respective Project Guide for her constant guidance and valuable support during the

project work. It gives me immense pleasure in submitting this project on

“Consumer preferences towards mobile phone service providers in Kolkata”.

I have made use of the materials collected from various sources over the months &

used in the classroom situation. I shall be pleased if the project which I have done

will satisfy my respected sir. I would like to thanks our principal Prof. Asoke

Mukhapadhay, our head of department Prof. Radhanath Pyne, and my supervisor

Prof. Barun Kumar Das.

I would also like to thanks all the people who have helped me at the time of survey

for my project. And of course nothing could have come true without the support of

my family, friends and all the classmates for their constant encouragement and

useful tips throughout my project. I will always grateful to them.

 Supervisor’s certificate
This is to certify Mr. Avishek Dey student of B.Com Honours in Seth Anandram

Jaipuria College under the University of Calcutta has worked under my supervisor

and guidance for her project work and prepare a project report with the title

“Consumer preferences towards mobile phone service providers in Kolkata”.

The project report, which he submitting is his genuine and original work to the best

of my knowledge.

Place: Kolkata Signature:

Date: Name:- Prof. Barun Kumar Das.

Designation:- Faculty of Commerce.

Name of the college: Seth Anandram

Jaipuria College
 Student’s declaration

I hereby declare that the project work with the title “Consumer preferences

towards mobile phone service providers in Kolkata”. Submitted by me for the

partial fulfilment of the degree of B.Com Honours in Accounting &Finance under

the Calcutta University is my original work and has not been submitted earlier to

any other University for the fulfilment of the requirement for any course of study.

I also declare that no chapter of this manuscript in whole or in part has been

incorporated in this report from any earlier work done by other or by me. However,

extracts of any literature which has been used for this report has been duly

acknowledged proving details of such literature in the references.

Date: Signature:

Name: Avishek Dey

Address:- DC 2/12, Joramandir ,

Baguiati, Kolkata:-700059

Registration No.: 224-1121-1086-11.

Roll No.: 1224-61-0090

 Content
Items Page no.
1. Chapter one:- introduction............................................................. 6 - 16
1.1 Background of the study topic.......................................... 6 - 9
1.2 History of Telecommunication.......................................... 9 - 11
1.3 Need of the study topic........................................................ 11
1.4 Brief Review of Literature of the study topic....................12
1.5 Objectives of the study topic...............................................13
1.6 Methodology of the study topic..........................................14
1.7 Limitation of the study topic..............................................15
1.8 Chapter planning for achieving the objectives.................15-16
2. Chapter two:- Conceptual Framework.......................................... 17-23
2.1 Consumer preference & related concepts.......................18-22
2.2 National Scenario of the study topic................................22-23
2.3 International Scenario of the study topic..........................23
3. Chapter three:- Presentation of data & analysis............................24-42
3.1 Data analysis.........................................................................24
3.2 Presentation........................................................................25-
Type of connection................................................25
Number of connections of the Respondents......25-26
s................................Relationship between average
monthly
Expenses for mobile connection &
Respondents..........................................................28-29

Motivators of mobile service providers................30

Name of mobile service providers

& Respondents...................................................... 31

Relationship between service providers &

Occupation of the Respondents..........................33-34

Relationship between monthly income

And mobile service operators.............................35-36

 Importance of call charge factor

For choosing service providers..............................36

Importance of SMS factor

For choosing service providers..............................37

Importance of Connectivity

for choosing service providers...............................37

Importance of call charge factor

For choosing service providers..............................38

Satisfaction of Respondents

About current service providers...........................39

Chi-square analysis on the relationship

between operators and occupation of

mobile service users..............................................40-42

Chi-square analysis on the relationship

between operators and income of

mobile service users..............................................43-45
4. Conclusion & Recommendations.....................................................46-47
4.1 findings.......................................................................................46
4.2 Recommendations.......................................................................47

Bibliography.....................................................................................................48

Annexure:-
1. Survey questionnaire of the project.
 1.1 Background of The Study Topic
In today’s complex business environment, it has become very crucial for

companies to attract and retain customers for long-term sustainable growth.

Just like companies of other business domains, Mobile Service Providers

(MSPs) also consider their customers to be the most important asset. And this is

not just a theory but an economic fact. In the past few years, the Indian mobile

sector has witnessed a rapid and substantial growth. From a humble start in the

mid-1990s, the growth in this sector has really picked up its pace in recent years

due to lower tariff, continuous launching of new schemes and falling handset

prices. The growth in mobile services can be easily proved when we look at the

wireless teledensity of India. As per the Telecom Regulatory Authority of India

(TRAI), In fact, the cellular market is adding about 4-10 million new users

every month.

Figure:-1.1

Beginning of the Mobile Phone Era in India with customer base

year Subscriber( in millions)

1995 0.03

2000 3.10

2005 76.00

March2008 261.07
 March2009 391.76

March2010 542.32

December 2012 657.16

October2013 683.16

Source: - www.coai.com

Figure:-1. 2

Beginning of the Mobile Phone Era in India

with customer base Subscribe ( in millions)
800

700

600

500

400

300

200

100

0
1995 2000 2005 Mar/08 Mar/09 Mar/10 Dec/12 Oct/13

The growth in the sector picked up when the competitive regime was opened

with the participation of global and private operators like BSNL, AIRTEL,

VODAFONE, TATA DOCOMO, IDEA, RELIANCE (SMART), and AIRCEL

are among the new entrants in the Indian mobile service market. These players

are continuously intensifying competition by innovative pricing strategy, new

attractive schemes and innovative Value-Added Services (VAS). The Country is

divided into 23 Service Areas consisting of 19 Telecom Circle Service Areas

and 4 Metro Service Areas for providing Cellular Mobile Telephone Service

(CMTS). As per the new telecom policy 1999, MSP has to take separate license

for each service area (circle) for an initial period of twenty years. The circles

were classified as Metros: A, B and C circles, depending upon the revenue

potential of the circles. Division of circles roughly corresponds to the state

boundaries with a few exceptions. The study reveals the consumers preferences

for MSPs in the Kolkata region, which belong to Metro circle.

Figure:-1.3

Market Share of Major Players at National Level ( as on October,2013)

operators No. of subscriber Market share

( in millions) (in %)

Airtel 194.88 28.53

Vodafone 156.59 22.94

Idea 128.33 18.79

BSNL 97.17 14.22

others 106.19 15.52

Total 683.16 100

Source: -www.coai.com

Figure:-1.4
 airtel vodafone idea BSNL others

16%
28%
14%

19% 23%

1.2 History of Indian Telecommunication

Started in 1851 when the first operational land lines were laid by the

government near Calcutta (seat of British power). Telephone services were

introduced in India in 1881. In1883 telephone services were merged with

the postal system. Indian Radio Telegraph Company (IRT) was formed in 1923.

After independence in 1947, all the foreign telecommunication companies were

nationalized to form the Posts, Telephone and Telegraph (PTT), a monopoly run

by the government's Ministry of Communications. Telecom sector was

considered as a strategic service and the government considered it best to bring

under state's control.

The first wind of reforms in telecommunications sector began to flow in 1980s

when the private sector was allowed in telecommunications equipment

manufacturing. In 1985, Department of Telecommunications (DOT) was

established. It was an exclusive provider of domestic and long-distance service

that would be its own regulator (separate from the postal system). In 1986, two

wholly government-owned companies were created: theVidesh Sanchar Nigam

Limited (VSNL) for international telecommunications and Mahanagar

Telephone Nigam Limited (MTNL) for service in metropolitan areas.

In 1990s, telecommunications sector benefited from the general opening up of

the economy. Also, examples of telecom revolution in many other countries,

which resulted in better quality of service and lower tariffs, led Indian policy

makers to initiate a change process finally resulting in opening up of telecom

services sector for the private sector. National Telecom Policy (NTP) 1994 was

the first attempt to give a comprehensive roadmap for the Indian

telecommunications sector. In 1997, Telecom Regulatory Authority of India

(TRAI) was created. TRAI was formed to act as a regulator to facilitate the

growth of the telecom sector. New National Telecom Policy was adopted

in1999 and cellular services were also launched in the same year.

Telecommunication sector in India can be divided into two segments: Fixed

Service Provider (FSPs), and Cellular Services. Fixed line services consist of

basic services, national or domestic long distance and international long

distance services. The state operators (BSNL and MTNL), account for almost

90 per cent of revenues from basic services. Private sector services are presently

available in selective urban areas, and collectively account for less than 5 per

cent of subscriptions. However, private services focus on the business/corporate

sector, and offer reliable, high- end services, such as leased lines, ISDN, closed

user group and video conferencing. Cellular services can be further divided

into two categories: Global System for Mobile Communications (GSM) and

Code Division Multiple Access (CDMA). The GSM sector is dominated by

Airtel, Vodafone-Hutch, and Idea Cellular, while the CDMA sector is

dominated by Reliance and Tata Indicom. Opening up of international and

domestic long distance telephony services are the major growth drivers

for cellular industry. Cellular operators get substantial revenue from these

services, and compensate them for reduction in tariffs on airtime, which along

with rental was the main source of revenue. The reduction in tariffs for airtime,

national long distance, international long distance, and handset prices has

driven demand.

1.3 Need of the study topic

The study on the mobile service provider strategies and its influence on the

consumer brand decisions are relevant due to several reasons. First branding

strategies in the mobile telecommunication industry, where competitive nature

is rising. Secondly, the mobile telecomm industry is often associated with high

Levels of marketing activities and strategies thereby offering interesting insights

into the study area. The study is again relevant because the findings could help

Companies in the industry to fortify their existing branding strategies.

1.4 Brief Review of Literature of the Study Topic

In order to develop a study about “Consumer preferences towards mobile

phone service providers in Kolkata (GSM)”. For the purpose of project in

B.COM Honours 3rd year of Calcutta University the following sources are very

helpful to me. Those are:-

• “Consumer behaviour and Rural marketing in India” by R.K Uppal is

very much helpful to me for developing my study about consumer
behaviour.
 • “Consumer logy: The market research myth, the truth about consumer
and psychology of shopping by Phillip Graves is very much helpful for
completing my conceptual framework of my project “Consumer
preferences towards mobile phone service providers in Kolkata”.

• “Consumer behaviour” by Michael R. Solomon is very much helpful for

completing my project.

• Statistic book of N. G. Das is very much helpful for development by data

analysis, specially Chi-square analysis.

• Mathematics and Statistic book of S.N. Dey is very much helpful for
completing my data analysis, specially standard deviation and arithmetic
mean.

1.5 Objectives of the study topic

The subject matter for this research project is to study the consumer preference

towards the various mobile service providers (GMS) in Kolkata. Nowadays;

customers have become smarter and consider various factors before choosing a

Mobile Service Providers. Therefore, it is really important and beneficial for the

marketers of mobile service provider to understand and analyze the preferences

of customers. This project consists of different objectives. They are as follows:-

1. To know about the consumer preference level associated with different

mobile service providers in Kolkata.

2. To find out the consumer preference towards the various service

providers in respect of income and profession.

3. To know the relationship between various operators and income level of

mobile service users.
 4. To know the relationship between various operators and profession of
mobile service users.

5. To know the average cost incurred by the customer for getting mobile
services.

1.6 Methodology of The Study Topic

Survey design:- The study is a cross sectional study because the data were

collected at a single point of time. For the purpose of a present study a related

sample of mobile phone service user was selected on the basis of convenience

in Kolkata.

Sample size:-A sample of 100 mobile phone service user was taken on the basis

of convenience. The sample was taken from family, friend and teacher.

Research period:-Research work is only carried for 10-12 weeks.

Research instrument:-This work is carried out through self-administered

questionnaires. The questions included open ended and offered multiple

choices.

Data collection:-

Primary sources:- The primary data were taken from those

people who are using mobile phones. For the betterment of the project the

primary data was taken various categories or group like income, age, profession.
 Secondary sources:- The secondary data was collected from
internet.

Method of Data Analysis: - The responses gathered from users of mobile

services providers were tallied and tabulated according to the items on the

various sections of the questionnaire. The results obtained were recorded and

put in percentages using tables and charts provided in each section. Analyses

were presented by using Microsoft excel (spread sheet) to provide descriptions

of the data which were made for generalizations and interpretation of the data.

Analyses were presented by pie chart, bar chart, chi-square analysis etc.

1.7 Limitations of The Study

1. The sample size of 100 respondents may not be representative of the entire

population.

2. The respondents consisted of various classes of people with varying levels of

education, hence during the interview process the language and words that was

used to ask the question was modifies suitably. This might have made the

respondents interpret the question in a different fashion, Hence there is a

possibility of bias.

3. The linking or loyalty of the respondents to a particular service provider

might have made them to respond in a biased manner.

4. Time at the disposal for the research was limited and hence a more elaborate

study could not be conducted.

5. The area of study is limited to Kolkata only; hence the result may not be true

to other geographical regions.

1.8 Chapter Planning For Achieving the Objectives

In order to develop a study about “Consumer preferences towards mobile

phone service providers in Kolkata (GSM)”. For the purpose of project in

B.COM Honours 3rd year of Calcutta University the following planning were

make for achieving the objectives:-

1. Introduction:- In this project , Background of the study topic, need of the

study topic, Brief Review of Literature of the study topic, objectives of

the study topic and methodology of the study topic, limitation of the

study are included in the introduction. The methodology of the study

content with area of the study topic, sample, type of study, tools for data

collection and method of analysis.

2. Conceptual framework:- The second part of the project is conceptual

framework. It contend with basic knowledge about consumer behaviour

and consumer preference and international and national scenario of my

study topic.

3. Presentation of data and analysis:- This part of the project included by

tabular presentation of numerical data and its presentation.

4. Findings & Recommendation:- This part of the project included by

findings of the projects and recommendations.

Conceptual frameworks are a type of intermediate theory that attempt to connect to

all aspects of inquiry (e.g., problem definition, literature review, methodology, data

collection and analysis). Conceptual frameworks can act like maps that give

coherence to empirical inquiry. Because conceptual frameworks are potentially so

close to empirical inquiry, they take different forms depending upon the research

question or problem.

Frameworks have also been used to explain conflict theory. Within these conflict

frameworks, visible and invisible variables function under concepts of relevance.

These frameworks often work like cells, with sub-frameworks, stasis, evolution and

revolution.

Indian mobile market is one of the fastest growing markets and is forecasted to reach

868.47 million users by 2013. India has seen rapid increase in the number of players

which caused the tariff rates to hit an all time low. This allowed the players to target

the low income population thereby increasing the market share. The availability of a

number of subscriber options for consumers and varied tariff rates of each player,

lead the consumers to switch between service providers. The objectives of the study
are to find the factors that influence the consumers in switching the service provider

and to delve into finding out the likeliness of switching the service provider. The

type of research used for this study is descriptive research design. The area covered

under this study was Chennai due to availability of well mixed population base in

Tamil Nadu. A well structured questionnaire was designed and administered to

collect samples across Chennai. Due to high population and need for variety of

respondents, Cluster Sampling method was chosen. The sample size was 100. After

analyzing the findings of the study, we propose that the mobile providers concentrate

on increasing network stability and setting tariff rates competitively.

2.1Consumer preference & related concepts

Consumer preference:-
As with much research on consumers, and indeed social science in general,

there is a lot of terminological confusion and sometimes a lack of rigor. This is

acknowledged within the academic literature and steps are being taken to rectify

this situation. The following definitions of key terms are provided in the hope of

clarifying the following discussion of the literature.

This is used primarily to mean an option that has the greatest anticipated value

among a number of options. This is an economic definition and does not tap

into ‘wishes’ or ‘dreams’ (for e.g. that safe drinking water was free, that there

should be world peace) but for all practical purposes is an appropriate

definition. Preference and acceptance can in certain circumstances mean the

same thing but it is useful to keep the distinction in mind with preference

tending to indicate choices among neutral or more valued options with

acceptance indicating a willingness to tolerate the status quo or some less

desirable option.

Consumer Satisfaction:-
Consumer satisfaction and acceptance are often considered in the literature to be

closely linked yet these are distinct concepts. Satisfaction is the fulfilment and

gratification of the need for a stated good or service, here, mobile service

providers.

Consumer Acceptance:-
Acceptance describes consumer willingness to receive and/or to tolerate. For

example, a customer might accept the occurrence of a certain number of yearly

supply interruptions given a certain price. Consumer acceptance and satisfaction

are related, as the first is a precursor of the latter. However, despite the fact that

satisfaction and acceptance can be thought of as lying on a continuum,

acceptance does not automatically lead to satisfaction (see Figure 1.1).

Weighing needs or preferences against provided product or service attributes

results in the balance of satisfaction pointing in a negative or positive direction,

depending on whether interests are conflicting or corresponding. This

determines the way in which people evaluate companies’ or utilities’

performance. Only when a consumer’s needs for a stated good or service

met, i.e. when the service provided corresponds with their preferences, will they

feel satisfied. Customer satisfaction can be enhanced when their needs are met

(in terms of both quality and quantity) and accord with their preferences. At the

other end of this dimension, where the service provided conflicts with the
prevailing needs or preferences, customers may experience feelings of

dissatisfaction.

Figure 2.1 Schematic review of the concept of acceptance placed in the

context of customer preferences and satisfaction

Acceptance is also used in the literature to mean an affirmative answer to a

proposal. The distinction is subtle but there are occasions where consumers

might not agree to a proposal yet accept the subsequent service in the sense of

tolerating it.

Consumer Expectations:-
The distinction between expectations and preferences is often blurred though
the concepts are distinct. Expectation is used in three slightly differing senses in

the literature. One is the act of expecting or looking forward – a belief about

what will happen in the future. Most consumers in Europe expect that clean and

safe water will come out of their taps the next time they turn them on. A related

but more technical use of expectation is to denote a more formal estimation of

the probability of an event occurring. These first two definitions can be

distinguished from preference in that preferences refer to some desired state

and, as in the above definition, imply that more than one state is possible and

that there are some options. Unfortunately expectation is also used more loosely

to mean a requirement or demand for something and in this sense is a kind of

strong preference. When reading the literature it is important to ascertain which

definition is being used.

Consumer Awareness:-
Consumer awareness is the level of knowledge about, in this case, water which

includes the water company, regulatory framework, supply system and service,

or the water itself. In most research the adequacy or otherwise of this awareness

is anchored against the service provider or regulator’s perspective on the supply.

Where consumer awareness does not equate with this industry perspective this

is often termed a consumer perception. However, it should be noted that there is

a distinction between holding factually incorrect knowledge about the supply

system (for e.g. that the water comes from a river when it comes from an

aquifer) and differing perspectives on, say, the safety of the supply. In the latter

example assessments of safety are judgments made under uncertainty about the

future and thus have a legitimately contestable truth status. What is acceptably
safe is a matter of judgment (potentially based on ‘good science’ but a judgment

under uncertainty nonetheless) and may or may not be a ‘mis-perception’.

Risk Perception:-
This is a term used rather loosely in the literature to mean the level of risk

associated with exposure to a hazard. Unfortunately a ‘risk’ is often used to

mean the specific hazard itself rather than a formal risk which is a combined

assessment of the likelihood and magnitude of harm that may occur as a result

of exposure to the hazard. In section 3 we discuss this concept further.

Consumer Attitudes:-
An attitude is a positive or negative evaluation of a social object or action. A

‘social object’ in the present context might mean the water company, water

regulations, supply system and service, or the water itself. Many theories of

attitudes (e.g. the well-known theory of planned behaviour, Ajzen, 1985) have

attitude as a factor involved in determining behavioural choices however there

is considerable continuing debate about when, and in what circumstances,

attitudes are important determinants of behaviour. An attitude toward something

should thus not be taken to imply that a consistent behaviour will automatically

follow.

2.2 International Scenario of the Study Topic

1. Customers from all age groups start developing their preferences at a very

early stage. Since in every product/service category the consumers have more
choices and more information, it is essential for marketers to understand the

choice of an individual. From the marketing perspective, the consumer’s choice

can be studied by the classical five steps (Need - Information - Search –

Evolution of alternative - Purchase - Post-Purchase evaluation) (Kotler and

Keller, 2006). The model is usually suitable for consumer decision making.

2. Howard and Sheth (loudon and Dellabitta, 2002) analyzed the buyer’s

decision making by Howard and Sheth model taking six factor (Psychological

influencer – Input – Inhabiting factors – Social and Culture influence –

Processing determinants - Outputs), which play a vital role in consumer

decision making.

3. In order to know about customer’s choice of MSP, Mohammed (2009)

revealed that in Makkah, Saudi Arabia, financial factor is the most important in

the selection of an MSP. Moreover, he added that there is no strong tendency

among the customers to subscribe to the same service provider among family

members and friends.

2.3 National Scenario of the Study Topic

1. Sandhir (2004) conducted a research in Ludhiana and identified that

customers make their choice of an MSP by considering five factors:

Connectivity, Coverage, Tariff, VAS and Customer Care. It shows that industry

cannot neglect these factors.

2. Neeraj and Girish (2007) have deducted those factors that consumers

perceive to be identified four factors – Customer Care Services, Call rates,

Promotion and availabilities, which are the most important factors considered
by customers before utilizing the services of an MSP.

3.1 Data analysis

Data analysis is a practice in which raw data is ordered and organized so that

useful information can be extracted from it. The process of organizing and

thinking about data is key to understanding what the data does and does not

contain. There are a variety of ways in which people can approach data analysis,

and it is notoriously easy to manipulate data during the analysis phase to push

certain conclusions or agendas. For this reason, it is important to pay attention

when data analysis is presented, and to think critically about the data and the

conclusions which were drawn.

Raw data can take a variety of forms, including measurements, survey

responses, and observations. In its raw form, this information can be

useful, but also overwhelming. Over the course of the data analysis process, the

raw data is ordered in a way which will be useful.

Figure: 3.1
 Process of data analysis

3.2 Presentation
Q.1 Type of connection:-

Figure:-3.1

PARTICULARS NUMBERS OF
RESPONDENTS

PREPAID 98

POSTPAID 02

TOTAL 100

Sources: - own sources

Figure:- 3.2
 TYPE OF CONNECTION OF
RESPONDENTS
2%

PREPAID
POSTPAID

98%

INTERPRETAION:- The graphical representation of the table shows that out

of 100 Respondents only 2 Respondents are uses prepaid GSM connection that

means only 2 percents customers prefer to use postpaid connection.

Q.2 Number of connections of the Respondents:-

Figure:- 3.3

PARTICULARS NUMBER OF NUMBER OF

RESPONDENTS CONNECTIONS

MALE 50 88

FEMALE 50 87

TOTAL 100 175

Sources: - own sources

INTERPRETATION:- The representation of the table shows that 100

Respondents are uses 175 GSM connection.

Per head number of connection is 175/100 = 1.75.

Per head number of connection of male Respondents is 88/50 = 1.76.

Per head number of connection of female Respondents is 87/50 = 1.74.

Q.3 Average expenses for mobile connection by Respondents:-

Figure:-3.4

PARTICULARS BELOW Rs. 201 TO Rs. 501 TO ABOVE Rs.

Rs.200 Rs. 500 Rs. 1000 1000

MALE 14 26 9 1

FEMALE 31 19 0 0

Sources: - own sources

Figure:-3.5

Average expenses for mobile connection by

Respondents
80
70
60
50
40 FEMALE

30 TOTAL

20
10
0
BELOW Rs.200 Rs. 201 TO Rs. 500 Rs. 501 TO Rs. 1000 ABOVE Rs. 1000

INTERPRETAION:- The graphical representation of the table shows that out

of 100 Respondents 45 were spent below Rs. 200 out of which 14 were male

and 31 were female, 45 were spent in between Rs. 201 to Rs. 500 out of which

26 were male and 19 were female, 9 male Respondents expense in between Rs.

501 to Rs. 1000 and only one male respondent spent more than Rs. 1,000.

Figure:-3.6

PERCENTAGE OF RESPONDENTS BY MONTHLY

EXPENSES
BELOW Rs.200 Rs. 201 TO Rs. 500 Rs. 501 TO Rs. 1000 ABOVE Rs. 1000
1%

9%
45%

45%

Q.4 Relationship between monthly income and average monthly expenses

for mobile connection of Respondents:-

Figure:- 3.7

MONTHLY AVERAGE MONTHLY EXPENSES

INCOME
BELOW Rs. Rs. 201 TO Rs. 501 TO ABOVE Rs.
200 Rs. 500 Rs. 1000 1000

BELOW Rs. 41 23 0 0
15000

Rs. 15001 TO Rs. 2 21 0 0

25000

Rs. 25001 TO Rs. 1 1 6 0

50000
 ABOVE Rs. 1 0 3 1
50000

Sources: - own sources

Figure:-3.8

Relationship between monthly income and average monthly expenses for

mobile connection of Respondents

BELOW Rs. 200 Rs. 201 TO Rs. 500 Rs. 501 TO Rs. 1000 ABOVE Rs. 1000

41

23

10 12
7
1 1 1 3 1
0 0 0 0 0 0

BELOW Rs. 15000 Rs. 15001 TO Rs. 25000 Rs. 25001 TO Rs. 50000 ABOVE Rs. 50000

Q.5 Relationship between Average monthly expense for mobile connection

and Respondents:-

Figure:-3.9

MONTHLY EXPENSES RESPONDENTS

0 TO Rs. 200 45

Rs. 201 TO Rs. 500 45

Rs. 501 TO Rs. 1000 9

Rs. 1000 TO 2000 1

Sources: - own sources

Calculation of Arithmetic mean and Standard deviation of the above
frequency:-

Avg. Mid- d`= x-A/i Respondents (d`)2 fd` f(d`)2

Monthly value
(A=350,i=50) (f)
spent (x)

0-200 100 -5 45 25 -225 1125

200-500 350 0 45 0 0 0

500-1000 750 8 9 64 72 576

1000-2000 1500 23 1 529 23 529

N=100 ∑fd`= ∑f(d`)2

-130 =2230

Let x` be the required A.M of the given frequency distribution. Then,

x`= A + ∑fd` / N * i

= 350 + (-130/100) * 50 = 295

Therefore, the required A.M of the given frequency is Rs. 295.

Again, S.D = √ {f (d`) 2 / N – (∑fd` / N) 2 } * i

= √ {2230 / 100 – ( -130 / 100 )2 } * 50

= √ {22.3 – 1.69} * 50

= 4.53982 * 50

= 227 (approx).

Therefore, the required S.D is Rs. 227.

Q.6 Motivators of mobile service providers:-

 PARTICULARS NO. OF RESPONDENTS

1. Recommended by family 17
members, friends and peers.

2. Self. 29

3. Same operators with family/ 41

relatives / close friends.

4. Television or advertisement 12

5. Others. 1

Sources: - own sources

Figure:- 3.10
 5. Others.
1. Recommended
4. Television or 1%
by family members,
advertisement
friends and peers.
12%
17%

3. Same operators
with family/ relatives
/ close friends. 2. Self.
41% 29%

Motivators of Respondents

INTERPRETATION:- :- The graphical representation of the table shows that

out of 100 Respondents 41% were motivated by same operator with family,

relatives or close friends, 29% were motivated by own self, 17 % were

motivated by recommendation of family members, friends and peers and 12%

were motivated by television or advertisement and only 1% were motivated by

others factors.

Q.7 Name of mobile service providers (GSM) and Respondents:-

Figure:-3.11

NAME OF THE OPERATORS RESPONDENTS

1. BSNL 12

2. AIRTEL 32

3. VODAFONE 18

4. TATA DOCOMO 41

5. IDEA 7

6. RELIANCE(SMART) 9

7. AIRCEL 56

Sources: - own sources

Figure:- 3.12

Name of mobile service providers (GSM) and

Respondents
1. BSNL 2. AIRTEL 3. VODAFONE
4. TATA DOCOMO 5. IDEA 6. RELIANCE(SMART)
7. AIRCEL

7%

32% 18%

10%

5%
24%
4%

Q.8 Relationship between service providers and occupations of the

Respondents:-
Figure:- 3.13

OPERATORS BUSINESS GOVT. PROFESSI STU DENT OTHERS

EMPLOYEE ONAL
(7) (35) (39)
(18) (1)

BSNL 2 10 0 0 0

AIRTEL 4 7 0 5 16

VODAFONE 3 4 1 3 7

TATA 2 1 0 27 11
DOCOMO

IDEA 0 0 0 5 2

RELIANCE(SM 0 2 0 4 3
ART)

AIRCEL 1 0 0 33 22

TOTAL 12 24 1 77 61

Sources: - own sources

INTERPRETAION:- The representation of the table shows that the per head

number of connection is higher in case of student i.e. 77 / 35 = 2.2 and lowest in

case of professionals i.e. 1/1 = 1.00.

Figure:-3.14
 35 32
30 27
25 22
20 16
15 11
9 9
10 7 7
5
5 2 3 4 3 4 3 4 3 3 2
1 0 0 0 0 1 1 0 0 0 0 1 0 1 0
0

BUSINESS GOVT. EMPLOYEE PROFESSIONAL STU DENT OTHERS

Relationship between service providers and occupations of the Respondents

Figure:-3.15

HIGHEST AND LOWEST PREFERANCE BY OCCUPATION

OCCUPATION HIGHEST LOWEST

PREFERANCE PREFERANCE

1.BUSINESSMAN AIRTEL (33.33%) AIRCEL (8.33%)

2.GOVT. BSNL (41.67%) IDEA & AIRCEEL (0%)

EMPLOYEE

3.PROFESSIONAL N/A N/A

4.STUDENT AIRCEL (42.86%) BSNL (0%)

5.OTHERS AIRCEL (36.06%) BSNL (0%)

Sources: - own sources

Q.9 Relationship between monthly income and mobile service operators:-

Figure:-3.16

OPERATORS BELOW Rs.15001 TO Rs.25001 ABOVE

Rs.15000(64) Rs.25000(23) TO Rs. Rs.50000 (5)
50000(8)

BSNL 01 04 06 01

AIRTEL 15 10 04 02

VODAFONE 02 01 05 10

TATA 33 07 01 00
DOCOMO

IDEA 05 02 00 00

RELIANCE(S 02 05 02 00
MART)

AIRCEL 53 03 01 00

TOTAL 111 32 19 13

Figure:-3.1

HIGEST PREFERANCE OF SERVICE PROVIDERS IN RESPECT OF

INCOME

MONTHLY INCOME HIGHEST PREFERANCE

BELOW Rs.15000 AIRCEL (47.74 %)

Rs.15001 TO Rs.25000 TATA DOCOMO (31.25 %)

Rs.25001 TO Rs. 50000 BSNL (31.57%)

ABOVE Rs.50000 VODAFONE (76.92%)

Sources: - own sources

Q.10 Importance of call charge factor for choosing service providers:-

Figure:-3.18

VALUE OF CALL CHARGE RESPONDENTS

1. MOST IMPORTANT 82

2. IMPORTANT 15

3. NEUTRAL 03

4. UNIMPORTANT 00

Sources: - own sources

Q.11 Importance of SMS charge factor for choosing service providers:-

Figure:-3.19

VALUE OF CALL CHARGE RESPONDENTS

1. MOST IMPORTANT 71

2. IMPORTANT 24

3. NEUTRAL 03

4. UNIMPORTANT 02

Sources: - own sources

Q.12 Importance of connectivity factor for choosing service providers:-

Figure:-3.20

VALUE OF CALL CHARGE RESPONDENTS

1. MOST IMPORTANT 89

2. IMPORTANT 11

3. NEUTRAL 00

4. UNIMPORTANT 00

Sources: - own sources

Q.13 Importance of GPRS factor for choosing service providers:-

Figure:-3.21

VALUE OF CALL CHARGE RESPONDENTS

1. MOST IMPORTANT 48

2. IMPORTANT 22

3. NEUTRAL 18

4. UNIMPORTANT 12

Sources: - own sources

Q.14 Satisfaction of Respondents about current service providers:-

Figure:-3.22

OPNION RESPONDENTS

YES 59

NO 41

Sources: - own sources

Figure:-3.23

SATISFACTION OD RESPONDENTS
YES NO

41%

59%

INTERPRETATION:- The representation of the table shows that 59%

Respondents were satisfied with their mobile service provider and 41%

Respondents were not satisfied with their mobile service provider.

CHI – SQUARE ANALYSIS

Chi-square analysis on the relationship between operators and occupation
of mobile service users.

Figure:-3.24

GOVT.
OPERATOR BUSINESS EMPLOYEE PROFESSIONAL SUDENTS OTHERS TOTAL

BSNL 2 10 0 0 0 12

ARITEL 4 7 0 5 16 32

VODAFONE 3 4 1 3 7 18

TATA DOCOMO 2 1 0 27 11 41

IDEA 0 0 0 5 2 7

RELIANCES
(SMART) 0 2 0 4 3 9

AIRCEL 1 0 0 33 22 56

TOTAL 12 24 1 77 61 175
Sources: - own sources

Ho; there is no significant relationship between the operators and occupation of

users of mobile service providers.

Ha; there is a significant relationship between the operators and occupation of

users of mobile service providers.

Figure:-3.25

Calculation table
 Oi Ei (Oi - Ei) (Oi - Ei)² (Oi - Ei)²/Ei
2 0.82 1.18 1.3924 1.7
10 1.65 8.35 69.7225 42.26
0 0.07 -0.07 0.0049 0.07
0 5.28 -5.28 27.8784 5.28
0 4.18 -4.18 17.4724 4.18
4 2.19 1.81 3.2761 1.49
7 4.39 2.61 6.8121 1.55
0 0.18 -0.18 0.0324 0.18
5 14.08 -9.08 82.4464 5.85
16 11.15 4.85 23.5225 2.11
3 1.23 1.77 3.1329 2.55
4 2.17 1.83 3.3489 1.54
1 0.1 0.9 0.81 8.1
3 7.92 -4.92 24.2064 3.06
7 6.27 0.73 0.5329 0.085
2 2.81 -0.81 0.6561 0.233
1 5.62 -4.62 21.3444 3.8
0 0.23 -0.23 0.0529 0.23
27 18.04 8.96 80.2816 4.45
11 14.3 -3.3 10.89 0.76
0 0.48 -0.48 0.2304 0.48
0 0.96 -0.96 0.9216 0.96
0 0.04 -0.04 0.0016 0.04
5 3.08 1.92 3.6864 1.2
2 2.44 -0.44 0.1936 0.08
0 0.62 -0.62 0.3844 0.62
2 1.23 0.77 0.5929 0.48
0 0.05 -0.05 0.0025 0.05
4 3.96 0.04 0.0016 0.0004
3 3.14 -0.14 0.0196 0.006
1 3.84 -2.84 8.0656 2.1
0 7.68 -7.68 58.9824 7.68
0 0.32 -0.32 0.1024 0.32
33 24.64 8.36 69.8896 2.84
22 19.52 2.48 6.1504 0.031
E= 106.3654

Χ2 = ∑ ( Oi – Ei)2 / Ei = 106.3654

Number of degree freedom:-

ndf = ( row -1) ( column – 1)

= (7-1) (5-1)

= 6* 4

= 24

Table value of Χ2 at 1% level of significant = 42.98

Interpretation:- Ho is rejected since the calculated value of Χ2 (106.3654)

more than the table value of Χ2 (42.98). Hence, there is a significant relationship

between operators and occupation of users of MSP.

Chi-square analysis on the relationship between operators and income of

mobile service users.

Figure:- 3.26
below Rs. Rs. 15001 to Rs. Rs.25001 to Rs. above Rs.
OPERATOR 15000 25000 50000 50000 Total
BSNL 1 4 6 1 12
ARITEL 15 10 4 2 31
VODAFONE 2 1 5 10 18
TATA
DOCOMO 33 7 1 0 41
IDEA 5 2 0 0 7
RELIANCES
(SMART) 2 5 2 0 9
AIRCEL 53 3 1 0 57

TOTAL 111 32 19 13 175

Sources: - own sources

Ho; ; there is no significant relationship between the operators and income of

users of MSP.

H1; ; there is a significant relationship between the operators and income of

users of MSP.

Figure:-3.26

Calculation table

Oi Ei (Oi - Ei) (Oi - Ei)² (Oi - Ei)²/Ei

1 7.61 -6.61 43.7 5.74
15 19.66 -4.66 21.72 1.1
2 11.42 -9.42 88.74 7.77
33 26 7 49 1.88
5 4.44 0.56 0.3136 0.07
2 5.7 -3.7 13.69 2.4
53 36.15 16.85 283.92 7.85
4 2.19 1.81 3.27 1.5
10 5.67 4.33 18.75 3.3
1 3.29 -2.29 5.24 1.59
7 7.5 -0.5 0.25 0.03
2 1.28 0.72 0.52 0.4
5 1.64 3.36 11.29 6.88
3 10.42 -7.42 55.05 5.28
6 1.3 4.7 22.09 16.99
4 3.36 0.64 0.41 0.12
5 1.95 3.05 9.3 4.77
1 4.45 -3.45 11.9 2.67
0 0.76 -0.76 0.57 0.76
2 0.98 1.02 1.04 1.06
1 6.19 -5.19 26.93 4.35
1 0.89 0.11 0.0121 0.01
2 2.3 -0.3 0.09 0.03
10 1.33 8.67 75.17 56.51
0 3.04 -3.04 9.24 3.04
0 0.52 -0.52 0.27 0.52
0 0.67 -0.67 0.448 0.67
0 4.23 -4.23 17.9 4.23
TOTAL 245.02

Χ2 = ∑ ( Oi – Ei)2 / Ei = 106.3654

Number of degree freedom:-

ndf = ( row -1) ( column – 1)

= (7-1) (4-1)

= 6* 3

= 18

Table value of Χ2 at 1% level of significant = 34.81

Interpretation:- Ho is rejected since the calculated value of Χ2 (245.02) more

than the table value of Χ2 (34.81). Hence, there is a significant relationship

between operators and income of users of MSP.

4.1 Findings
1) 98% mobile service users like to use prepaid mobile connection.

2) 45 % users are spending below Rs. 200, 45% users are spending Rs. 201
to Rs. 500.

3) Average expenses for mobile service is Rs. 295 and minimum average
expenses is Rs. (295 – 227) = Rs. 68 and maximum average expenses is
Rs. (295+227) = Rs. 522.

4) Per head number of connection of the user is 1.75.

5) 32% users are like to use Aircel, 24% users are Tata Docomo, 18% users
are Airtel, 10% users are Vodafone, 7% users are BSNL 5% users are
Reliance (smart) and 4% are Idea.

6) In respect of income category below Rs. 15000, maximum like to use

Aircel(47.74%), Rs. 15001 to Rs. 25000, maximum like to use Tata
Docomo(31.25%), Rs. 25001 to Rs. 50000, maximum like to use
BSNL(31.57%), above Rs. 50000, maximum like to use
Vodafone(76.92%).

7) In respect of occupation, businessmen are maximum like to use

Airtel(33.33%), Govt. Employees are maximum like to use
BSNL(41.67%), students are maximum like to use Aircel(42.86%) and
others category are maximum like to use Aircel(36.06%).

8) Call charges are most important for 82% mobile service users.

9) SMS charges are most important for 71% mobile service users.

10) 59% respondents are satisfied with their current mobile service
provider.
11) There is a significant relationship between operators and income of
users of MSP.

12) There is a significant relationship between operators and

occupation of users of MSP.

4.2 Recommendations
1) 41% mobile users are not satisfied with their current service provider.
The providers should satisfy these huge percentages.

2) GPRS not so much attractive to the users. The provider should take
necessary steps against it.

3) Maximum users are not satisfied with one network connection. The
providers have a chance to occupy the maximum market if a provider
gives all type of satisfaction to the user as per their requirement.