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A comparative study on various plans and offers provided by VODAFONE and AIRTEL and consumer response towards these plans. A case study of Allahabad city
MASTERS OF BUSINESS ADMINIATRATION
MOHD KAMRAN ANSARI ID No. 09MBA035
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This is to certify that Mr. Mohd Kamran Ansari assigned the research project on “A comparative study on various plans and offers provided by VODAFONE and AIRTEL and consumer response towards these plans A case study of Allahabad city”. He has submitted this project report in accordance with the guide lines. To the best of my knowledge this is his original work and not submitted elsewhere for reward of any other degree or any diploma.
PROJECT GUIDE Mr.Debasis
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Page 3 of 59 TABLE OF CONTENTS S. NO 12345678910111213141516TOPIC
ACKNOWLEDGEMENT OBJECTIVE STATEMENT OF PROBLEM INTRODUCTION 4
5 6 7-10
11-15 16-34 35-37 38-40 41-41
INDUSTRY PROFILE COMPANY PROFILE LITERATURE
RESEARCH METHODOLOGY LIMITATION
ANALYSIS AND INTERPRETATION 44FINDING DISCUSSION OF THE FINDING SUGGESTION
49-51 52-55 56-57
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I take this opportunity to express my acknowledgement and deep sense of gratitude to the individuals for rendering valuable assistance and gratitude to me. customers who spared their precious time to provide me with valuable inputs for project without which it would have not been possible.Page 4 of 59 ACKNOWLEDGEMENT An individual cannot do project of this scale. constant direction and mentoring at all stages of training. I express my sincere thanks to my project guide Mr. I take this opportunity to thank all dealers. Their inputs have played a vital role in success of this project. Mohd Kamran Ansari ID-09MBA035 Page 4 of 59 . Debasis his generous support. I welcome any suggestions for fur this enriching the quality of this report. I firmly believe that there is always a scope of improvement.
Page 5 of 59 OBJECTIVES OF THE STUDY A comparative study on various plans and offers provided by VODAFONE and AIRTEL and consumer response towards these plans a case study of Allahabad city OBJECTIVE: 1. Role of tariff plans on the buying behaviour of the customer. To find out which telecom company have good plans and what type of plans subscriber like. To find out relative customer perception. 2. 4. Positioning strategies use by telecom companies and their impact on customer. Page 5 of 59 . 5. 3. How people of different age group respond to ADVERTISEMENT.
wants or desires. According to a statement made by Mahatma Gandhi.Page 6 of 59 INTRODUCTION Customer A customer is an individual who purchase or has the capacity to purchase goods and services offered for sale by marketing institutions in order to satisfy personal or household needs. “A consumer is the most important visitor on our premises. So customer is like the blood of our business and also a satisfied Customer is a word of mouth advertisement of a product/ services. He is not an outsider to our business. He is doing us a favour by giving us an opportunity to do so”. We are dependent on him. He is part of it. ‘customer refers to the following. We are not doing him a favour by serving him. He is not dependent on us. Page 6 of 59 .
valuable of the marketing function. Therefore. According to Philip Kotler consumer satisfaction is defined on. there i s no business. Marketing decision maker needs descriptive information about the total potential unit and dollar sales in each segment. “personal feeling of pleasure resulting from comparing a product’s pursued performance in relation to his /his expectations”. Consumer attitude measurements are taken on ethics potential buries or Existing client’s buries in order to identify their characteristics.Page 7 of 59 CUSTOMER SATISFACTION Every human being is a consumer of different produces. consumer satisfaction is very important to every business person. Detailed information regarding the customer in a market will provide the basic platform for all marketing decisions. If there is no consumer. Perhaps the most important one is that a seller need to be aware of the relevant objective and need of consumer and how their objectives might best be served by the products Page 7 of 59 . Why should the competent market engineer conduct consumer research? Consumer’s surveys can provide the researches with a wealth of information.
Page 8 of 59 . For selling the product he should create customers.Page 8 of 59 MARKET The term market is derived from Latin Word ‘Mercatus’. The foremost step is business aims at profit. For profit making he can sell the products. For creating the customer’s. d. MARKETING FORMULA a. c. “Market includes both place and region in which buyers and sellers or in free competition with one another”. which means ‘to trade’ that is purchasing and selling of goods. b. MARKETING Marketing includes all the impacts involved in the exchange process of transferring the possession and ownership of goods or services from the producer to the ultimate consumer’s. customer’s needs of preferences to be identified and satisfied. e. According to Pyle. To satisfy the customer’s new product to be produced. It also means merchandise truthic place of business.
A marketer is act as consumers while them purchasing any goods /services. the consumer satisfaction is get more importance in the marketing functions. “All the individuals and households who buy goods and services for personal consumption”. today’s market is called on consumer market. and try to market that product to an ultimate consumer. So. marketing is starts with consumer and ends with consumer. Who buy the products or services? How do they buy? When do they buy? Where do they buy? Why do they buy? How often they buy? It is otherwise called understand and predict human actions in their buying role. It can be defined on. So. Page 9 of 59 . So.Page 9 of 59 Marketing is trying to learn.
“It is a study of physiological. The satisfaction of consumers is different from one to another. If there is no customer there is no income and there is no business.4. 1. Satisfaction of customer is essential for retention of customer’s and for continuous sales of the products and services of the company to customers. purchase and consumption and tell other about products and services”. using. Consumer behaviour: The term consumer behaviour may be defined as the behaviour that consumer displays in searching for purchasing. he must very well know the behaviour of consumer.Page 10 of 59 Importance of customer satisfaction The needs to satisfy customer for success in any commercial enterprise is very obvious. evaluating. behaviours of all potential customer as they become aware of evaluation. has said “to satisfy the customers is the mission and purpose of every business”. In other words. physical. services and ideas which they expect will satisfy their needs. social. each consumer has the different behaviour in their life. The income of all commercial enterprise is derived from the payments received for the products and services supplied to its customers. It is therefore no surprise that Peter Drucker the renowned management Guru. producing. This establishes the needs for and the importance of customer satisfaction. Then the core activity of any company is to attract and retain customers. So. Became. Page 10 of 59 . the marketer satisfies the consumer.
This changing phase was possible with the economic development that followed the process of structuring the economy in the capitalistic pattern. Thus Indian telecom sector has come a long way in achieving its dream of providing affordable and effective communication facilities to Indian citizens.10 million monthly subscribers. 44. Page 11 of 59 . It is set to generate employment opportunities for close to 10 million. India’s telecom sector has shown massive upsurge in the recent years in all respects of industrial growth.921 crore by 2012. The reform measures coupled with the proactive policies of the Department of Telecommunications have resulted in an unprecedented growth of the telecom sector. The Department of Telecommunications has been able to provide state of the art world-class infrastructure at globally competitive tariffs and reduce the digital divide by extending connectivity to the unconnected areas.Page 11 of 59 INDUSTRY PROFILEToday the Indian telecommunications network with over 375 Million subscribers is second largest network in the world after China. From the status of state monopoly with very limited growth. Also industry estimates show that telecom industry in India will witness a compound annual growth rate (CAGR) of 26% to reach 3. According to TRAI. whether fixed landline or mobile. Telephone. The rising number of subscribers has pushed the tele-density to 35. one of the highest in any sector of the Indian Economy. India is also the fastest growing telecom market in the world with an addition of 9. As a result common man today has access to this most needed facility.62% showing a stupendous annual growth of about 50%. it has grown in to the level of an industry. India has emerged as a major base for the telecom industry worldwide. the total number of subscribers had reached 413 million. is an essential necessity for the people of India. Removal of restrictions on foreign capital investment and industrial de-licensing resulted in fast growth of this sector. by the end of February. Of this. 91% were mobile phone subscribers.
Page 12 of 59 . though it constitutes 70% of the population. the field of telephonic communication has now expanded to make use of advanced technologies like GSM. like any other industrial sector in the country. CDMA and WLL to the great 3G Technology in mobile phones. The huge potential offered by the untapped rural market will help push growth for telecom operators in the years to come. though cellular phone companies were present. Till 2000. Starting from telegraphic and telephonic systems in the 19th century. fixed landlines were popular in most parts of the country. the featured products in the segment came in to prominence. and measures to allow new players country. At present. rural India accounts for just 27% of the country’s cellular base. with government of India setting up the Telecom Regulatory Authority of India.Page 12 of 59 At present the country’s telecom industry has achieved a growth rate of 14 Percent. Day by day. both the Public Players and the Private Players are putting in their resources and efforts to improve the telecommunication technology so as to give the maximum to their customers. Indian Telecom sector. has gone through many phases of growth and diversification.
Page 13 of 59 Mobile Subscriber Base in India Mobile Subscriber Growth Rate GSM Subscriber in India Page 13 of 59 .
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Page 15 of 59 CDMA Subscriber Base in India Page 15 of 59 .
Page 16 of 59 COMPANIES PROFILE AIRTEL AND VODAFONE Page 16 of 59 .
last mile connectivity in fixed-line and mobile circles.Page 17 of 59 BHARTI AIRTEL Bharti Airtel formerly known as Bharti Tele-Ventures LTD (BTVL) is the largest cellular service provider in India.Mobile Services.7% for Reliance Communications and 17. Kohli and will be the CEO with effective from April 1 2010 Page 17 of 59 . VSATs. Bharti is now the world's third-largest. which connects the submarine cable connecting Chennai and Singapore. Shahrukh Khan is the brand ambassador of the mobile company and Kareena Kapoor and Saif Ali Khan are the brand ambassadors of the DTH company. In India. It also offers fixed line services and broadband services. ISP and international bandwidth access through the gateways and landing station. With this. In January 2010. followed by 17. will become the chief executive of the international business group from 1st of April 2010. The company provides end-to-end data and enterprise services to the corporate customers through its nationwide fiber optic backbone. joint managing director and chief executive of Indian and South Asian operations. It also acts as a carrier for national and international long distance communication services. Deputy Chief Executive Sanjay Kapoor will replace Mr. Globally. company announced that Manoj Kohili. with more than 110 million subscribers as of 2009. the company has a 24. Airtel Digital TV.6% share of the wireless services market. Bharti Airtel is the 3rd largest in-country mobile operator by subscriber base. Airtel Telemedia Services & Enterprise Services. The company has a submarine cable landing station at Chennai.4% for Vodafone Essar. He will be overseeing Bharti's overseas business. single-country mobile operator and sixth-largest integrated telecom operator. The businesses at Bharti Airtel have always been structured into three individual strategic business units (SBU's) . It offers its TELECOM services under the Airtel brand and is headed by Sunil Bharti Mittal. The company also provides telephone services and Internet access over DSL in 14 circles. The mobile business provides mobile & fixed wireless services using GSM technology across 23 telecom circles while the Airtel Telemedia Services business offers broadband & telephone services in 95 cities and has recently launched a Direct-to-Home (DTH) service. behind China Mobile and China Unicom.
Digital TV On 9 October 2008. Airtel joined the DTH bandwagon in India with Airtel Digital TV. Broadband & Telephone Services (Fixed line. known as Airtel Lanka. SingTel is a major player in the 3G space in Asia. a Direct-to-Home Television service. Airtel Sri Lanka In December 2008. It is the largest cellular service provider in India in terms of number of subscribers.Page 18 of 59 Brands Airtel Airtel is a brand of telecommunication services in India. Airtel's 70% stake in the company is said to be at a cost of an initial $300 million. making it the first ISP to do so. 2004. Touchtel Until September 18. Airtel in Bangladesh In January 2010. Services are offered under the brand name Airtel: Mobile Services (using GSM Technology). commenced operations on the 12th of January 2009. Bharti now provides all telecom services including fixed-line services under a common brand "Airtel". Bangladesh and in Sri Lanka owned and operated by Bharti Airtel. Internet Connectivity(DSL) and Leased Line). Airtel's operation in Sri Lanka. BlackBerry On 19 October 2004 Airtel announced the launch of a BlackBerry Wireless Solution in India. it was announced that the Bangladesh Telecommuncations Regulatory Commission (BTRC) of The People's Republic of Bangladesh had given Bharti Airtel the go ahead to acquire a 70% stake in the Bangladesh business of Abu Dhabi based Warid Telcom. with plans to bring their Bangladesh investments to the $1 billion mark. Bharti Airtel rolled out third generation services in Sri Lanka in association with Singapore Telecommunications. Airtel has also launched 16Mb/s broadband plans in India. It has presence in all 23 circles of the country and covers 71% of the current population (as of Financial Year 2007). Page 18 of 59 . The latter had till date invested a total of $600 million. The launch is a result of a tie-up between Bharti Tele-Ventures Limited and Research In Motion (RIM). Bharti provided fixed-line telephony and broadband services under the Touchtel brand. It operates third generation networks in several markets across Asia. Long Distance Services and Enterprise Services (Telecommunications Consulting for corporates).
Bharti Airtel again confirmed that it is in Talks with MTN and companies have now agreed discuss the potential transaction exclusively by July 31. However.133. which would be the largest overseas acquisition ever by an Indian firm. Bharti Airtel said in a statement “Bharti Airtel Ltd is pleased to announce that it has renewed its effort for a significant partnership with MTN Group". The tournament itself is named "Airtel Champions League Twenty20.Telecom Regulatory Authority of India as of February 2009 was: Chennai . In May 2009.Page 19 of 59 iPhone 3G The Apple iPhone 3G was rolled out in India on 22 August 2008 via Airtel & Vodafone. highest revenues and broader geographic coverage. Subscriber base The Airtel subscriber base according to TRAI . Merger talks In May 2008. "If anything.2. Bharti would be marrying up. Airtel & Vodafone have launched the newly released iPhone 3GS (16GB & 32GB) in August 2009 in India. Sponsorship Bharti Airtel signed a five-year deal with ESPN Star Sports to become the title sponsor of the Champions League Twenty20 cricket tournament. The Financial Times reported that Bharti was considering offering US$45 billion for a 100% stake in MTN. both sides emphasize the tentative nature of the talks. a South Africa-based telecommunications company with coverage in 21 countries in Africa and the Middle East.677 Page 19 of 59 . 2009." as MTN has more subscribers. it emerged that Bharti Airtel was exploring the possibility of buying the MTN Group." Airtel 3G Airtel launched the nationwide 3G services in India in the second quarter of 2010. However. some sources stating that due to the South African government opposition. the talks fell apart as MTN group tried to reverse the negotiations by making Bharti almost a subsidiary of the new company. while The Economist magazine noted. Talks eventually ended without agreement.
and presently the Number 1 operator in India.405 Maharashtra .248.4. On the 9th of May.754.1.892.3.003.660 Andhra Pradesh .1.633 Punjab . As a result of the deal.121 Bihar .791. Airtel gets the rights to broadcast the matches played by the team to its customers. Prepaid plansPage 20 of 59 .609 Gujarat .8.981.501.590.2% of the total 375.Page 20 of 59 Delhi .220.127.116.111.963 Kolkata .274 West Bengal & Andaman and Nicobar Islands .114.722.890.742. In 2009 Airtel also launched in Sri Lanka.3.245 Orissa .18.104.22.1682 Tamil Nadu .7.820.389 & Other North Eastern States .906 Uttar Pradesh (West) .448.560 Himachal Pradesh .6.971 or 24.6.453 Assam .690.592 GSM + CDMA mobile connections in India till February 2009.169.386 Rajasthan .811.862 & (East) .6.353 Karnataka .935 The total is 101.2.054 Jammu and Kashmir .177 Mumbai .7.2.256.896 Madhya Pradesh .671. 2009 Airtel signed a major deal with Manchester United Football Club.040 Kerala .704.2.456.
Page 21 of 59 Andhra Pradesh Assam* Bihar Chennai Delhi Gujarat Haryana Himachal Pradesh Jammu & Kashmir Karnataka Kerala Kolkata Mumbai Madhya Pradesh Maharashtra North East* Orissa Punjab Rajasthan Tamilnadu Uttar Pradesh East Uttar Pradesh West West Bengal 66 21 73 64 94 58 64 64 78 64 64 64 64 64 64 21 68 94 70 64 64 64 64 67 23 74 69 99 64 65 66 79 66 67 67 69 69 69 23 69 97 71 69 69 69 67 * Validity is 90 days Page 21 of 59 .
) Free Airtime on Pack (Rs. For New Customer the Price of this plan is Rs 96 o Page 22 of 59 . roaming IC charges 60p/min o Airtel Local Rates STD Rates 50p/min 50p/min GSM/CDMA 60p/min 60p/min Landline 60p/min 60p/min SMS o Local National International OTHER DETAILS 1 1.50 5 o This Plan offers.) Incoming Calls (Rs.The main account validity of this plan is one year. Roaming OG Rate @ 60p/min A2A and 80p/min A2M.Page 22 of 59 Turbo.Roaming Plan 98(Airtel/UE/GSM/19) ONE TIME CHARGES o Pulse Rate Price of Pack (Rs. Roaming IC @ 60p/min.) CALL CHARGES 60 sec 98 Nil Nil while on home network.
0.0.0.Page 23 of 59 Call Charges .012/sec Rs.0.012/sec Rs.6 Rs.00 10500 sec / Month to any Local Net 150 Local / Month ILD / Roaming charges will continue at current tariffs and 60 sec pulse Page 23 of 59 .5.0.012/sec Rs.0.0.5 Rs.01/sec Rs.01/sec Rs.Local Airtel to Airtel Airtel to Mobile Airtel to Landline Call Charges .012/sec Rs.STD Airtel to Airtel Airtel to Mobile Airtel to Landline SMS Local (Per SMS) National (Per SMS) International (Per SMS) Free Mins Free SMS Rs.0.
It offers both prepaid and postpaid GSM cellular phone coverage throughout India and is especially strong in the major metros. Vodafone Essar. 2007. previously Hutchison Essar is a cellular operator in India that covers 16 telecom circles in India . Hinduja Group. Vodafone agreed to acquire the controlling interest of 67% held by Li Ka Shing Holdings in Hutch-Essar for US$11. The transaction closed on May 8. On February 11. its products are simply branded Vodafone. Essar Group 33%.8 billion . OWNERSHIP: Vodafone Essar is owned by Vodafone 52%. The Company entered into agreement with NTT DoCoMo to launch i-mode mobile Internet service in India during 2007. offering voice and data services in 16 of the country's 23 licence areas. Vodafone Essar provides 2G services based on 900 MHz and 1800 MHz digital GSM technology. Hutchison. reflecting the name of its previous owner. the brand was marketed as Hutch. Despite the official name being Vodafone Essar. The whole company was valued at USD 18. which is the owner of the remaining 33%. After getting the necessary government approvals with regards to the acquisition of a majority by the Vodafone Group.1 billion. the company was rebranded as Vodafone Essar. However. offering voice and data services in 16 of the country's 23 licence areas.Page 24 of 59 VODAFONE ESSAR Vodafone Essar. Hutch Essar re-launched the "Hutch" brand nationwide. The marketing brand was officially changed Page 24 of 59 . 15%. and Essar Group. 2007. its products are simply branded Vodafone. consolidating its services under a single identity. and other Indian nationals. PREVIOUS BRANDS: In December 2006. Vodafone Essar provides 2G services based on 900 MHz and 1800 MHz digital GSM technology. pipping Reliance Communications. previously Hutchison Essar is a cellular operator in India that covers 16 telecom circles in India Despite the official name being Vodafone Essar. It offers both prepaid and postpaid GSM cellular phone coverage throughout India and is especially strong in the major metros. The company used to be named Hutchison Essar.
Page 25 of 59 to Vodafone on 20 September 2007. Page 24 of 59 .
Incidentally. 2007 Hutch becomes Vodafone in one of the biggest brand transition exercises in recent times. A popular daily quoted a Vodafone Essar director as saying that "the objective is to leverage Vodafone Group's global scale in bringing millions of low-cost handsets from across-the. Meanwhile. undercutting Reliance Communications' much-hyped 'Rang Barse' with cheap handsets beginning at Rs 777. which is looking to set-up a manufacturing unit in the country. Vodafone penned a global low-cost handset procurement deal with ZTE.Page 25 of 59 On September 20.rather handset-bundled schemes for customers. Along with the transition. APPLE I PHONE 3G: Vodafone has successfully launched the Apple iPhone 3G in India. cheap cell phones have been launched in the Indian market under the Vodafone brand. Vodafone Essar sources said there would be no discounts or subsidized handset offers -." While there is no revealing the prices of the low-cost Vodafone handsets. is expected to provide several Vodafone handsets in India.world into India. Earlier this year. Vodafone Essar is spending somewhere in the region of Rs 250 crores on this high-profile transition being unveiled today. the industry is abuzz that prices might start at Rs 666. There are plans to launch cobranded handsets sourced from global vendors as well. The phone's launch saw a big celebration at select Vodafone stores and Vodafone sponsored malls across the country. It has been made available to its consumers from the 22nd of August. GROWTH OF HUTCHISON ESSAR (1992-2005): In 1992 Hutchison Whampoa and its Indian business partner established a company that in 1994 was awarded a licence to provide mobile telecommunications services in Mumbai Page 25 of 59 . China's ZTE.
1992: Hutchison Whampoa and Max Group established Hutchison Max 2000: Acquisition of Delhi operations Entered Calcutta and Gujarat markets through ESSAR acquisition 2001: Won auction for licences to operate GSM services in Karnataka. Analjit Singh of Max still holds 12% in company. Another recent successful ad campaign in 2003 featured a pug named Cheeka following a boy around in unlikely places. In 2006. another mobile service provider in India 2008: Vodafone acquired Dishnet Wireless.Page 26 of 59 (formerly Bombay) and launched commercial service as Hutchison Max in November 1995. In a country growing as fast as India. 'Uttar Pradesh West' and 'West Bengal' 2005: Acquired BPL. the company grew its business in the largest wireless markets in India . Hutchison Whampoa had acquired interests in six mobile telecommunications operators providing service in 13 of India's 23 licence areas and following the completion of the acquisition of BPL that number increased to 16.in cities like Mumbai. By the time of Hutchison Telecom's Initial Public Offering in 2004. a service provider in Orissa and has successfully launched its services in the following circle. A recurrent theme is that its message Hello stands out visibly though it uses only white letters on red background. a strategic and well managed business plan is critical to success.Essar Subsidiary) which operated in Rajastan. expenses and interests) of approximately US$11. it announced the acquisition of a company that held licence applications for the seven remaining licence areas. Page 26 of 59 . Hutch was often praised for its award winning advertisements which all follow a clean. minimalist look. Initially.1 billion or HK$87 billion. it was able to establish leading positions in India's largest markets providing the resources to expand its footprint nationwide. Hutchison Telecom announced that it had entered into a binding agreement with a subsidiary of Vodafone Group Plc to sell its 67% direct and indirect equity and loan interests in Hutchison Essar Limited for a total cash consideration (before costs. In February 2007. In these densely populated urban areas it was able to establish a robust network. Andhra Pradesh and Chennai 2003: Acquired AirCel Digilink (ADIL . Delhi and Kolkata. Then it also targeted business users and high-end post-paid customers which helped Hutchison Essar to consistently generate a highest Average Revenue Per User ("ARPU") than its competitors. Uttar Pradesh East and Haryana telecom circles and renamed it under Hutch brand 2004: Launched in three additional telecom circles of India namely 'Punjab'. with the tagline. well known brand and large distribution network -all vital to longterm success in India. 2008: Vodafone launched the Apple iPhone 3G to be used on its 17 circle 2G network. By adopting this focused growth plan.
22.214.171.124 or 22.825.974.Page 27 of 59 Wherever you go.645.589 Kolkata .282.208 Uttar Pradesh (West) -2.177 Maharashtra & Goa .2.2.458 Karnataka .520772 Punjab .2.610.133 Orissa .858.598 West Bengal & Andaman and Nicobar .2.1. Page 27 of 59 .010.93% of the total 192.567 Chennai .355.601.939 GSM mobile connections in India till March 2008.934.174.346 Tamil Nadu . our network follows.769 Mumbai .850.2.355 Rajasthan . The simple yet powerful advertisement campaigns won it many admirers.451.820 Kerala .126.96.36.1994 Andhra Pradesh .501 Haryana .3.1. SUBSCRIBER BASE: The Vodafone subscriber base according to COAI .180.001.508.Cellular Operator Association of India as of March 2008 was: Delhi .1.310 The total is 44.429 Uttar Pradesh (East) -3.126.389 Gujarat .
Page 28 of 59 VODAFONE IN EUROPE Majority-owned Minority-owned No Ownership Albania France Austria Belgium Czech Republic Poland Bulgaria Channel Islands Germany Croatia Cyprus Greece Denmark Estonia Hungary Finland Faroe Islands Ireland Iceland Latvia Italy Lithuania Luxembourg Malta Macedonia Norway Nethislands Serbia Slovenia Northisn Cyprus Sweden Switzerland Portugal Romania Page 28 of 59 .
vodafone's original logo used until the introduction of the speechmark logo in 1998. won one of two UK cellular telephone network licences. The network. Vodafone was launched on 1 January 1985. Vodafone sold its 17. Racal Strategic Radio was renamed Racal Telecommunications Group Limited in 1985. Trading of the new company commenced on 30 June 1999. On 16 September 1991 Racal Telecom was demerged from Racal Electronics as Vodafone Group.On 29 December 1986 Racal Electronics bought out the minority shareholders of Vodafone for GB£110 million. On 21 September 1999 Vodafone agreed to merge its U. In 1997 Vodafone introduced its Speechmark logo. on 3 February 2000 the Mannesmann board agreed to an increased offer of £112bn.Page 29 of 59 History: In 1982 Racal Electronics plc's subsidiary Racal Strategic Radio Ltd. a 181 store chain whose customers were overwhelmingly using Vodafone's network. wireless assets with those of Be l l Atlantic Corp to form Verizon Wireless.6 million. On 29 June 1999 Vodafone completed its purchase of AirTouch Communications. In a similar move the company acquired the 80% of Astec Communications that it did not own. In July 1996 Vodafone acquired the two thirds of Talk land it did not already own for £30. However. the O's in the Vodafone logotype are opening and closing quotation marks. The merger was completed on 4 April 2000. the UK mobile operator. then the largest corporate merger ever.7 billion. On 19 November 1996. Vodafone's interest in Mannesmann had been increased by the latter's purchase of Orange. The conglomerate was subsequently broken up and all manufacturing related operations sold off.S. with Millicom and the Hambros Technology Trust owning 15% and 5% respectively. Inc. and changed its name to Vodafone Airtouch plc.2% stake in E-Plus Mobilfunk. In September 1988 the company was again renamed Racal Telecom and on 26 October 1988 Racal Electronics floated 20% of the company. known as Racal Vodafone was 80% owned by Racal. owner of the largest German mobile network. The EU approved the merger in April 2000. suggesting conversation.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. in a defensive move. The hostile takeover provoked strong protest in Germany and a "titanic struggle" which saw Mannesmann resist Vodafone's efforts. which was rejected. Vodafone purchased Peoples Phone for £77 million. In November 1999 Vodafone made an unsolicited bid for Mannesmann. The flotation valued Racal Telecom at GB£1. a service provider with 21 stores. To approve the merger. as it is a quotation mark in a circle. The acquisition gave Vodafone a 35% share of Mannesmann. .
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which had introduced camera phones first in Japan. Vodafone services would be marketed under the dualbrand scheme. It then went on to acquire Japan's third-largest mobile operator J-Phone.) A custom typeface by Dalton Maag (based on their font family InterFace) formed part of the new identity.) In February 2002 Finland was added into the mobile community. On 7 January 2003 the Company signed a group-wide Partner agreement with mobilkom Austria. but still retaining a red background and white writing (or vice versa). Radiolinja (Elisa) later changed its name to Elisa. where the Vodafone brand is added at the end of the local brand.5 billion. On 17 December 2001 Vodafone introduced the concept of "Partner Networks" by signing TDC Mobil of Denmark. Page 30 of 59 . with the signing of a Partner Network agreement with Bitė. 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 the Estonian market with signing of a Partner Network Agreement with Radiolinja (Elisa). without the need of investment by Vodafone. (The rebranding of Oskar-Vodafone and Connex-Vodafone also does not use the SIM card pattern.. as Radiolinja is signed as a Partner Network. Vodafone Sweden became a Partner Network. adding sites in Stoke on Trent (England) to existing sites in Newbury (HQ). Also. The concept would be used to extend the Vodafone brand and services into markets where it does not have stakes in local operators. In February 2004 Vodafone signed a Partner Network Agreement with Luxembourg's LuxGSM and a Partner Network Agreement with Cyta of Cyprus.Page 30 of 59 In 2001 the Company took over Eircell. TDC Mobil-Vodafone etc.5million customers onto its base for £405million. Croatia. then part of eircom in Ireland. On 21 July 2003 Lithuania was added to the community. using new text designed by Dalton Maag. In April 2003 Og Vodafone was introduced in the Icelandic market and in May 2003 Vodafone Italy (Omnitel Pronto-Italia) was rebranded Vodafone Italy. In April 2004 the Company purchased Singlepoint airtime provider from John Caudwell (Caudwell Group) and approx 1. and rebranded it as Vodafone Ireland. Cyta agreed to rename its mobile phone operations to Cytamobile-Vodafone. Austria. Later that year on 17 October 2005 Vodafone Portugal launched a revised logo. In December 2005 Vodafone won an auction to buy Turkey's second-largest mobile phone company. In June 2005 the Company increased its participation in Romania's Connex to 99% and also bought the Czech mobile operator Oskar.e. and Slovenia were added to the community. (i. After the sale. various operating companies started to drop the use of the SIM card pattern in the company logo. Warrington and Banbury. 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. Birmingham. for $4. In November 2004 Vodafone introduced 3G services into Europe. On 1 July 2005 Oskar of the Czech Republic was rebranded as Oskar-Vodafone. and a 3D version of the Speechmark logo. The new concept involved the introduction of Vodafone international services to the local market. Telsim. As a result. Radiolinja later changed its named to Elisa. 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.
All cancellations and upgrades started to be dealt with by this call centre. Sir Christophis Gent. quits following rumours of boardroom rifts. On 24 July 2006 the respected head of Vodafone Europe. In May 2008 Kall of the Faroe Islands rebranded as Vodafone Faroe Islands. Page 31 of 59 .8 billion). In 1 February 2006 Oskar Vodafone became Vodafone Czech Republic. On 1 August 2007 Vodafone Portugal launched Vodafone Messenger.Page 31 of 59 In 2006 the Company rebranded its Stoke-on-Trent site as Stoke Premier Centre. On 30 May 2006 Vodafone announced the biggest loss in British corporate history (£14. On February 2006 the Company closed its Birmingham Call Centre. On 1 May 2007 Vodafone added Jersey and Guernsey to the community. as Airtel was signed as Partner Network in both crown dependencies. quit unexpected and on 25 August 2006 the Company announced the sale of its 25% stake in Belgium's Proximus for €2 billion. In June 2007 the Vodafone live! mobile Internet portal in the UK was relaunched. which is part of mobilkom Austria group. Finally in December 2006 the Company completed the acquisition of Aspective.5 billion due to the revaluation of its Mannesmann subsidiary. an enterprise applications systems integrator in the UK. 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. Proximus was still part of the community as a Partner Network. Swisscom would still be part of the community as a Partner Network. On 5 October 2006 Vodafone announced the first single brand partnership with Og Vodafone which would operate under the name 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. On 12 March 2006 former chief. 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. a centre of expertise for the company dealing with Customer Care for its highest value customers. Front page was now charged for and previously "bundled" data allowance was removed from existing contract terms. sales and credit control. technical support. Bill Morrow. it reported one-off costs of £23. After the deal. On 5 January 2006 Vodafone announced the completion of the sale of Vodafone Sweden to Telenor. In April 2006 the Company announced that it has signed an extension to its Partner Network Agreement with BITE Group. who was appointed the honorary post Chairman for Life in 2003. 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 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. also adopting the new logo. 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.9 billion) and plans to cut 400 jobs. a service with Windows Live Messenger and Yahoo! Messenger. signaling Vodafone's intent to grow a significant presence and revenues in the ICT marketplace. After the deal.
5 6.4 6.5 1.5 1 1 1 1.5 1.25 0 Lifetime NA NA Rs 99 0 Lifetime NA NA Rs 49 0 Lifetime NA NA Prepaid 199 10 Lifetime 60 25 0 Lifetime 60 99 0 Lifetime 60 49 0 Lifetime 60 1.4 10 10 10 10 .5 1. New Zealand & UK SAARC. Canada. Africa. Australia.5 1 1 1 1.4 6. Fixed landline to Australia.5 1 1 1 1 Rs199 10 Lifetime NA NA Rs.Page 32 of 59 PREPAID PLANParticulars Initial one time charges MRP Net Talk value Validity Grace Period Monthly Rental (Rs) Details of the recharge coupons Denomination value (Rs) (inclusive of all taxes) Net Talk val e (Rs) Validity (days) Pulse rate for local calls (sec) Airtime charges per minute Outgoing composite rate Local calls (Rs / min) Vodafone to Vodafone To all mobiles in Uttar Pradesh / Uttarakhand** To all landlines in UP East To all landlines in UP West STD calls (Rs / min) To any GSM / WLL / Fixed ISD calls (Rs / min) US. Mobile phones to Europe. South East Asia. New Zealand Page 32 of 59 1 1 1 1.4 6.
Indiatimes etc) Whether carry forward of unused amount allowed Other benefit 11 15 45 550 Free 11 15 45 550 Free 11 15 45 550 Free 11 15 45 550 Free 99p 1. Middle East.Gulf. UAE Rest of Africa.5 5 3 Yes The ISD rates are applicable from 1st June 2009 * Premium countries: Sao Tome and Principe (Democratic Republic of). Cook Islands.5 5 3 Yes 99p 1. Rest of Europe Rest of World (excluding special countries & iridium/inmarsat calls) Inmarsat/ Iri dium Calls Incoming calls SMS Rates (Rs / SMS) To any local number in UP East circle To any natio nal number outside UP East circle International All information service (like 56789. Diego Garcia. Nauru (Republic of). Vanuatu (Republic of). Tuvalu. Guinea-Bissau (Republic of). Cuba. Yahoo. Tokelau.5 5 3 Yes 99p 1.5 5 3 Yes 99p 1. Solomon Islands. Australian External Territories. Page 33 of 59 .
Middle East including UAE & Saudi Arabia Afghanistan. UK.00 45. Japan. South East Asia SAARC. Bulgaria . Mobile numbers in Australia. Rest Of Europe.40 10.40 10.00 15.00 11.5 1.00 11. South Africa.4 6.Landline numbers in Australia & New Zealand.00 45. Germany &France.45 3.00 1. North Korea Premium Destinations Satellite Calls SMS Outgoing(Local / National) Outgoing(International) Incoming 6. Mobile numbers in New Zealand. Italy. Nethislands.00 All Airtel Networks Rs / min 1. Switzerland. Rest Of Africa. South Korea.4 2.00 100 550 Rs / SMS 1. Kenya & Nigeria.All National Networks Except Airtel Rs / min All Incoming calls Outgoing calls Local calls STD calls ISD calls USA & Canada . China. Russia.75 1. Egypt.50 on Vodafone networks 3. Germany & France. UK.00 100 550 Rs / SMS 3.45 Free 1.45 Free Page 34 of 59 .00 15. Pacific Rim Countries.45 on all other networks 3.
price. Considering this fact. Findings of the study would be helpful for the telecom service providers and handset manufacturers to formulate a marketing strategy for different market segments. instrument servicing are an important factors for selecting the handset of majority of the respondents are satisfied over the payment system. size. They need to Page 35 of 59 . aged between 20 and 29.LITERATURE REVIEW Customer Satisfaction The Value of Customer Satisfaction By “Andrew Mennie”. quality of services. coverage area. General Manager eGain Communications EMEA A brief literature would be of immense help to the researches in gaining insight into selected problem. Samuval. monthly voucher amount and years of owning mobile phones influence the usage pattern of this device. A reference to these entire studies will be related in the contest of the shaping the present study. the paper is an attempt to give a snapshot of how frequently young people use their mobile phones for several embodied functions of the cell phones. quality. Jha (2008). in his study found that most of the respondents consider. The study sheds light on how gender. and attending the complaints. Data was collected from a sample of 208 mobile phone owners. Kalavani (2006) in their study analyzed that majority of the respondents have given favourable opinion towards the services but some problems exist that deserve the attention of the service providers. in his study analyzed that it is the youth which is the real growth driver of the telecom industry in India. The researches would gain good background knowledge of the problem by reviewing certain studies.
empathy and tangibles. convenience. Kalpana and Chinnadurai (2006) in their study titled “Promotional Strategies of Cellular Services: A Customer Perspective” analyzed that the increasing competition and changing taste and preferences of the customer’s all over the world are forcing companies to change their targeting strategies. This would enable the service providers to focus their resources in the areas of importance. In the service sector. The overall customers’ attitude towards cell phone services is that they are satisfied with the existing services but still they want more services to be provided.Page 36 of 59 bridge the gap between the services promised and services offered. in their study titled “Managing the Customer Perceived Service Quality for Cellular Mobile Telephone: an Empirical Investigation” analyzed that there is relative importance of service quality attributes and showed that responsiveness is the most importance dimension followed by reliability. The research resulted in the development of a reliable and valid instrument for assessing customer perceived service quality for cellular mobile services. assurance. services marketing plays a major role in the national economy. customer perceived network quality. in their study titled “Customer Satisfaction and Discontentment vis-a-vis BSNL Landline Service: A Study” analyzed that at present. The Page 36 of 59 . Though the telecom industry is growing rapidly. India's telecom density is less than the world's average telecom density as most of India's market is yet to be covered. Seth et al (2008). telecom industry is the most active and attractive. Kumar (2008).
Page 37 of 59 . It was found that advertisement play a dominant role in influencing the customers but most of the customers are of opinion that promotional strategies of cellular companies are more sale oriented rather than customer oriented.Page 37 of 59 study revealed the customer attitude and their satisfaction towards the cellular services in Coimbatore city.
Marketing as a process”. Simply. monitor marketing performance. A research may undertake any of three types of research investigations depending upon the problem. Careful planning through all stages of the research is a necessity. collection. Basic research Applied research Designated fact gathering Page 38 of 59 . analysis and Reporting of the data findings relevant to a specific marketing situation facing the company.Page 38 of 59 RESEARCH METHODOLOGY METHODOLOGY MARKETING RESEARCH Definition of marketing research is approved by the board of the American Marketing Association (AMA) is: “Marketing research is the functions which links the customer and public To marketer through information used to identity and define marketing Opportunities and problems. marketing Actions. generate define and evaluate. and improve understanding of market. marketing research is the systematic design. These three types of research included.
get the report typed and bound. present the copies of the report to the concerned authorities. collect data using the instruments. tabulate the collected data. replaced. In this problem. biased or dishonest answers. RESEARCH METHODOLOGY/ DESIGN The methodology adopted for eliciting the data required for the study was survey method. ANALYSIS AND INTERPRETATIONS The next to last step is to extract pertinent findings from the collected data.Page 39 of 59 COLLECTION OF INFORMATION Data collection phase is generally the most expensive and the most phase to error. Carry out the field work. refusal to co-operate. The researchis have to arrange the researched result according to an approved reporting format. The researchis edits. code. Page 39 of 59 . PRESENTATION OF FINDINGS As the last step in marketing research the researchis present the findings. from which sources and by what procedures. description studies have been undertaken. RESEARCH METHOD Research methodology must be classified on the basis of the major purpose of the investigation. It is the overall pattern or framework of the project that will dictate as to what information is to be collected. as the objective of the project is to conduct the market share study to determine the share of the market received by both the company and it’s competitors. adjust the Problem of not at homes.
other surveys conducted by known research agencies etc. newspapers. Survey research is the approach best suited gathering description. SECONDARY DATA The secondary data consists of information that already exist somewhere. survey research was used and all the retail outlets sellers using different brands and their competitors were contacted. Having been collected for another purpose.Page 40 of 59 DATA COLLECTION The information needed to further proceed in the project had been collected through primary data and secondary data PRIMARY DATA Primary data consists of information collected for the specific purpose at hand for the purpose of collecting primary data. Page 40 of 59 . Secondary data can also be collected from magazines. Secondary data includes the information available with the company. Any researchis begins the research work by first going through the secondary data. It may be the findings of research previously done in the field.
Most of the respondents don’t want to disclose the information about the various other companies’ which they have experienced before. which are listed here: The market of Telecommunication is too vast and it is not possible to cover each and every dealer. Respondents were reluctant to discover complete and correct information about themselves and their organization. Generally the respondents were busy in their work and were not interested in responding rightly. so they were unable to provide exact information. Most respondents were not maintaining proper knowledge of various services provided by their company.Page 41 of 59 Limitations of the Study Carrying the survey was a general learning experience for me but I also faced some problems. Due to human behaviour information may be biased. manufacturer and seller in the available short span of time. Page 41 of 59 . Some of the respondents were using the service first time of their company and they were not able to properly differentiate among their product.
Page 42 of 59 . Users of Airtel paying more for value added services. Airtel performance is good but Gap exists not just with Airtel. but with all the companies in the industry. Then we have example of Vodafone. Airtel is to be found the best service provider of network service and customer care service as well. Now users of Airtel have rated it as a best company for value of money but still they are not satisfied with some of company’s strategies. Users of Vodafone are not satisfied with company customer care service as it is a difficult process because one has to wait a lot or call again and again to talk with a customer care representative. This is one company in the industry that can be found delivering as per their customer expectations. Various VAS (Value Added Services) provided by company does not seems to be satisfying their users. That’s why customers have rated it not as satisfactory but excellent. As we know that consumer expect from Vodafone to improve its customer care service that can be found busy most of the times.Page 42 of 59 CONCLUSION After doing that all study we can conclude that yes the Gap exist there in telecommunication industry. But one has to pay more for superior service and Airtel is one example of such service. So this is the Gap between Airtel users and company performance. And they expect from company to offer some of the VAS at some of the competitive prices. Customers are not satisfied with SMS pack that is perceived costlier as compare to others companies SMS packs by Airtel users. Price is the only Gap exists in Airtel between company and users. Consumers have a lot of expectations from their service provider that are not performed or deliver by their companies.
NasreenTahis Marketing Research – G.jsp www.vodafone. Beri Research Methodology – Kothari Principles of Marketing – Philip Kotler Magazines: Business India Web Resources: www.org Page 43 of 59 .co. C.airtel.wikipedia.in/webapp/Communications/rcom/Aboutus/aboutus_home.trai.gov.Page 43 of 59 REFRENCES BIBLIOGRAPHY Books: Indian Telecom Industry by Mr.in/t-aboutus-ttsl-organization.co.aspx http://www.in http://www.
And Vodafone and others network service satisfaction rate is also good but in the rural area customer face the problem.Above table data analysis shows that the satisfaction rate of network service is leaded by Airtel. Page 44 of 59 . with network service of your company? Brands Very high satisfaction level Vodafone 5 Airtel 12 High satisfaction level 7 8 Medium satisfaction level 6 6 Low satisfaction level 8 4 Very low satisfaction level 4 0 15 10 5 0 Vodafone Airtel Interpretation: .Page 44 of 59 ANALYSIS AND INTERPRETATIONQ1:.Overall. how satisfied are you.
From the above data interpretation we can conclude that Airtel is the best service provider of customer care service. But the Vodafone is not up to the mark. Page 45 of 59 . how much satisfied are you with the customer care service? Brands Very high satisfaction level Vodafone 4 Airtel 8 High satisfaction level Medium satisfaction level 11 6 Low satisfaction level 7 4 Very low satisfaction level 4 0 4 12 12 10 8 6 4 2 0 Vodafone Airtel Interpretation:.Page 45 of 59 Q2:. Some of the users said that they have not talk to their customer care service provider even for a single time.In thinking about your most recent experience with that company.
Overall. Page 46 of 59 .Above data and chart analysis depicts that Airtel has the highest rating of Value for money and excellent and good service provider but Vodafone is not up to the mark. how satisfied are you with tariff plan offered by the company? Brands Very high satisfaction level High satisfaction level 5 8 Medium satisfaction level 6 6 Low satisfaction level 9 4 Very low satisfaction level 5 1 Vodafone 5 Airtel 11 12 10 8 6 4 2 0 Vodafone Airtel Interpretation: .Page 46 of 59 Q3:.
From the graphs it depict that call rates and full talktime of Airtel attract most of the customers whereas sms pack full talktime and internet services attract most of the Vodafone customer. Page 47 of 59 .Poor 5 5 b) Concession Call Rates 1 2 3 Sms Pack Concession call rates Internet service Full talktime 7 6 9 8 10 8 6 4 2 0 vodafone Airtel Interpretation:.Rank the following VAS which attracted you the most to buy or retain the mobile service: a) SMS pack c) Internet Service d) Full Talk Time Brand Vodafone 8 Airtel 6 6 10 1 2 1 1 3 4 2 3 3 3 4 5 5 4 4 Excellent --1 2 3 4 5 -.Page 47 of 59 Q4.
OVERALL GRADING OF VODAFONE AS PER LIKERT SCA LE STD RATES LOCAL RATES MSG SERVICE NETWO 3 3 3 2 3 1 1 3 3 1 1 RK BILLING VOICE CLARITY ISD RATES 4 3 QUICK SMS FOR BAL INTERNET CALL PERFORMANCE & RELIABILITY VAS TALK TIME & VALIDITY BRAND IMAGE & ADS Page 48 of 59 .
Page 49 of 59 (9) OVERALL GRADING OF AIRTEL AS PER LIKERT SCALE ISD RATES STD RATES LOCAL RATES MSG SERVICE 1 5 3 2 2 5 5 NETWORK 3 3 4 1 BILLING VOICE CLARITY QUICK SMS FOR BAL INTERNET CALL PERFORMANC E& RELIABILITY VA S TALK TIME & VALIDITY 3 2 .
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Page 50 of 59 Analysis on the basis of these factors S. MMS.No.No. Factors Very High Level High n Level Medium Level Low on Level Very Low Satisfactio n Level Satisfaction Satisfactio Satisfaction Satisfacti B CONVENIENC E Page 50 of 59 5 4 3 2 1 . Caller Tune) 5 4 3 2 1 6 Roaming facility (provides the good connectivity in other states) 5 4 3 2 1 S. Factors Very High Level High n Level Medium Level Low on Level Very Low Satisfactio n Level Satisfaction Satisfactio Satisfaction Satisfacti A 1 Services Price ( price of the card which Has validity period of 30 days) 5 5 4 4 3 3 2 2 1 1 2 Tariff ( Which provides free calls and reduces the call rate ) 5 5 5 4 4 4 3 3 3 2 2 2 1 1 1 3 4 Network Connectivity ( Conjunction free network) Coverage (Quality of Network coverage in rural and urban areas) 5 Value Added Service (which provides the function like GPRS.
Please tick the attributes according to your knowledge and belief. Different attributes regarding their preference number are:- Attributes Very high satisfaction level High satisfaction level Medium satisfaction level Low satisfaction level Very low satisfaction level Number 5 4 3 2 1 Page 51 of 59 ..g.Page 51 of 59 1 Availability of Company Outlets for payments of Bills ( E.Reliance Web world) 5 4 3 2 1 2 Availability of Recharge Coupons 5 5 4 4 3 3 2 2 1 1 C Customer Care Services 1 Grievance Handling ( Handling product related queries) 5 4 3 2 1 2 Inter-personal skills of the Executive (Humble and Soft Spoken) 5 4 3 2 1 Important: - To know the view of customer about its satisfaction level for Vodafone and Airtel.
charts and tests.Page 52 of 59 FINDINGS. → On the bases of age group. → On the basis of educational qualification. Statistical tools are applied to analyze the data. most of the graduates are using cell phones.8% of respondents are only influenced by advertisements. SUGGESTIONS AND CONCLUSION INTRODUCTION: This chapter is allocated to express the findingsand conclusions in this study. → Majority of the peoples buy the cell phones by influencing their family member → 3. who are in the category of up to 20 years. → Majority of the people are using prepaid scheme. → Majority of the people are using cell phones for both incoming are using cell phones for personal and outgoing. It includes the result of each and every tables. FINDINGS FROM PERCENTAGE ANALYSIS: → On the basis of consumer preference. majority of the people Are preferred AIRTEL. are using AIRTEL. → Less than 20% of the people are only less aware about Page 52 of 59 . most of the respondents (60%). → Majority of the people usage.
→ No people are highly satisfied about the outgoing call charges of VODAFONE. → On the basis of outgoing call charges. majority of the peoples highly satisfied in AIRTEL. → 8% of the respondents are only states that cell phones are luxury Page 53 of 59 . → Majority of the respondents are highly satisfied about the price of AIRTEL. → On the basis of schemes at the time of the service. → No people are highly satisfied about the after sales Service in VODAFONE. → On the basis of after sales service. → On the basis of periodical offers.Page 53 of 59 services provided by the services provider. 55% of peoples are highly satisfied in AIRTEL. → On the basis of consumer’s attitude. majority of people are highly satisfied in AIRTEL. the majority of the respondents are highly satisfied in AIRTEL. majority of the people are states that cell phones are necessity to all. → Minority (5%) people are only dissatisfied about the after sales services of AIRTEL.
the operators get an attractive commercial proposition and an opportunity to expand the coverage and reach of their services. In the post-paid category. indeed. Infrastructure sharing on fair. The challenges for the industry to make the balance 10 million customers also actively use their mobile. due to better schemes/tariffs. It would. However.5 million mobile customers are active in the mobile industry. quality as well as affordability. connection. thorough concerted efforts. the sharing of infrastructure must be encouraged by the government. thus adding limited revenue to operators. customer profile Page 54 of 59 .Page 54 of 59 DISCUSSIONS OF THE FINDINGS Some discussions on the key antecedents and consequences are presented below: • To reach out to new consumers in rural and remote areas. especially the GSM operators. which is not easy. Tighter control over documentation. have learnt a bitter lesson from this experience and tightened the controls from January 2004. While the nation achieves aggressive rollout and improved tele-density. considering that several of these customers have shifted to another mobile connection during the grace period. • In essence only 34. transparent and commercial terms will ensure that consumers in rural areas get choice of service. be wasteful for every operator to duplicate costly infrastructure. at least a third of the 10 million customers can be brought back to the active and paying customers list. “Zero” usage billing customers (only rental paid) exist to the extent of 5% of the total base. • The new mobile companies.
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verification, payment capacity and transferring most of the customers to the pre-paid segment have reduced the possibility of “junk” customers coming in to the network. • All the activities are focused on tariff charges, launch of value added services to enhance usage and revenue, increase or decrease of various charges/tariff, instead of working towards market expansion. The next revolution in the mobile industry can happen only when the telecom companies work towards market expansion rather than price/tariff changes. However, in the pursuit to beat each other, the focus of each operator is only on price/tariff changes instead of working collectively to acquire more new customers, who are confused due to the constant changes and delay in entry. Opportunistic behaviour is measured by attributes like distortion of information and violation of rules and regulations influence users’ trust. It plays most significant role because of intense competition. Coherence is required in formulating their strategic intentions so as to minimize their perceived opportunistic behaviour, and to get a share of the mind of the customers.
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To ensure that every youth has a mobile, service providers have to offer services like SMS/MMS at low cost/free and ensure that the total mobile bill for the youth does not cross Rs.300-400 per month, which is the maximum this segment of customers can afford from their pocket money; To ensure that every household has a mobile connection, it is essential that the utility of mobile phones is increased through better STD and ISD rates vis-à-vis landline, friends and family offers, special rates to landlines etc., with easy/low deposit schemes to acquire these facilities. To ensure that the penetration targeted in towns and villages is achieved, service providers have to invest in network expansion and reach out on priority; to exploit the untapped potential in these markets. The construct of trust is important for cellular users of telecom industry. As such, it has implications for value added services, market segmentation, and customer retention strategies. Theoretically, conceptualising and modelling trust in telecom sector help to expand scholars’ knowledge of interactive consumer behaviour in this emerging discipline. This study also shows that technology orientation is a significant factor of mobile users’ trust. Therefore, telecom service provider needs to ensure that it provides the best network quality and value added services
Airtel, Vodafone should try to expand their customer’s network. Vodafone should try to attract the young peoples. (upto 20 years)
Airtel should try to attract old peoples also. All the service providers are made good advertisements for their service. Because, advertisements are take little part for influencing the consumers. All the service providers are try to increase post paid users.
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75% of the peoples are unaware about the various services rendered by their service provider. So the service providers try to make awareness of their customers services to their customers. Airtel, Vodafone should attract the customers by reducing their price. Vodafone are highly dissatisfied about the performance of the service provider. So they should try to add some advanced features towards their services. Vodafone should decreased their dissatisfied customers by providing
good after sales services. Vodafone should give periodical offers to their customers. Vodafone should decrease their outgoing call charges
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Recommended by retailers. 7. c) Above 12 months. Brand image Tariff plans 58 . b) 6 to 12 months. Age: (a) Male (a) 15-25 (c) 35-45 4. Name 2. What were the reasons for choosing this mobile connection? a) b) c) d) Recommended by friends or relatives. Who is your current service provider? a) Airtel b) Vodafone c) Any other (b) Female (b) 25-35 (d) Above 45 (b) Intermediate (d) Postgraduate rd 6) For how long you are using this mobile connection? a) less than 6 months. Allahabad doing a project “A comparative study on various plans and offers provided by VODAFONE and AIRTEL and consumer response towards these plans” Please co-operate to fill this questionnaire. Sex: 3. 1. Education: (a) Matriculate (C) Graduation 5.Page 58 of 59 QUESTIONNAIRE Dear Sir/Madam I am the student of MBA-4 Semester at SHIATS.
From where you watch the advertisement most? a) Television b) Radio c) Newspaper d) Magazines 10. c) Not decided. How well did advertisement of the Air Tel catch your attention? a) Very well b) Somewhat well c) Undecided d) Not at all. b) No. would you like to go for more connection for you or your family in future? a) Yes. Do you think that advertisement made by company informs you about their products? . 12. Which telecommunication have good advertising? a) Air Tel b) Vodafone c) Any other 11.How well did the advertisement of the Vodafone catch your attention? a) Very well b) somewhat well c) undecided d) Not at all 13. While purchasing a connection tariff plans plays any role? a) Yes b) No 9. operation” “Thanks for your valuable time and co- 59 .a) Yes b) No c) Undecided 14) Based on advertisements made by company .Page 59 of 59 8. Address Phone no.
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