Mobile Net Serv PRVDR PRJCT

PROJECT REPORT
ON
“Study of satisfaction level of mobile phone
service users”
Submitted To: - Submitted By: -
Mr.GIRISH TANEJA BENCH MARKER GROUP
Lect. M.B.A Deptt.
TIT&S, Bhiwani
THE TECHNOLOGICAL INSTITUTE OF TEXTILE &

SCIENCES
BHIWANI
M.D.U. ROHTAK
ACKNOWLEDGMENT
Being a student of M.B.A course research project are essential exercise and every
student of professional studies is compulsory to go through these type of project to find
out the exposure of corporate world and its day-to-day dynamic characteristics. It was
privilege for us to under take our research project under guidance of “Mr. GIRISH
TANEJA, Lecturer in Department of Management Studies, TIT&S, Bhiwani.”
We would like to express our deep sense of gratitude to “Mr. GIRISH
TANEJA” for their valuable guidance, inspiration and encouragement, we received
from them during all the research period and with out tier contribution the completion
of project might not be possible.
We would also wish to acknowledge our gratitude to all respondents whose
sincere response helped us to accomplish the project.
(BENCH MARKER GROUP)
CONTENTS
INTRODUCTION
NEED FOR INFORMATION
OBJECTIVES OF THE STUDY
LIMITATION OF THE STUDY
RESEARCH METHODOLOGY
DATA ANALYSIS & INTERPRETATION
CONCLUSION
RECOMMENDATION
BIBLIOGRAPHY
ANNEXURE
INTRODUCTION
PROJECT PROFILE
INTRODUCTION
Mobile phones have become an essential and important device for communication in the
modern days.
Mobile phone communication is a part of telecommunications, which comes in the form
of oral communication. Mobile devices are growing in popularity with reduction in prices
and improved functionality. Consumers prefer the flexibility and versatility of mobile
phone devices. Mobile phone facilitates easy and faster means of communication and one
can communicate with family and friends and transact the business anywhere, anytime at a
reasonable cost.
MOBILE PHONE USAGE IN INDIA :-

In India, people from all walks of life nowadays use mobile phones. The decrease in
the price of mobile phone sets and the tariff has paved the way for the increased usage of
mobile phones among Indians. The service providers are depending not only on the urban
areas but are extending their services even to the semi urban and rural areas and this has
resulted in the considerable increase in the utilization of mobile phones in these parts of
the country. As the market is almost in the saturation stage in the metro cities, the service
providers are aiming at other cities and rural areas to extend their services.
The number of mobile phone users in India has shown a steady increasing trend in
the recent past. The total number of G.S.M subscribers and C.D.M.A subscribers in India
remain 4.49 crores and 14.32 lakhs respectively. The number of G.S.M subscribers has
increased from 4.30 crores in May 2005 to 4.49 crores in June 2005 and recorded an
increase of 3.50 % between these two periods. The market share of Bharti Telecom in
G.S.M service market is 27.28 % and it has the total of 1.22 crores subscribers. The
number of subscribers of B.S.N.L is 1.02 crores and it has the market share of 22.77% . It
is followed by Hutch , which has the total of 84.40 lakhs with the market share of 18.79 %.
The idea Cellular service has the market share of 12.36 % and it is having a total of 55.50
lakhs customers.
NEED FOR INFORMATION
• Despite of giving their best possible services, mobile companies are not able to
retain their customers with them. The study would try to through some light on the
broader face of this area.
• Some times the strategies of mobile companies to lure the customers, are based on
partially tested postulates & facts. The study would try to testify few of such
postulates to provide an fresh insight to to service providers on this context.
OBJECTIVES OF THE STUDY
 To find the satisfaction level of consumer of mobile service users.
 To know the reasons of dissatisfaction level of consumer of mobile service users.

LIMITATION OF THE STUDY
As every study has some limitations, this study is not an exception too regarding
limitations. Some of the main limitations that I had to face while working on this project
are highlighted as under: -
 Limited area of operation that’s only few areas are covered in this project.
 Lack of experience of the researchers may cause some errors.
 Lack of knowledge of hypothesis testing also acts as a limitation.
 Time and money for doing the research was limited.
RESEARCH METHODOLOGY
For the research study to be accepted in its and spirit, the procedures for conducting
it should be vividly expressed. The whole plan should be defined effectively so that the
researcher can have reasons in favor of some factors and so against some other. As there is
a plethora of statistical techniques for different research study, so it is highly essential that
the procedures and techniques to be applied should be explained carefully, as under:
It has been divided into four parts: -
a) RESEARCH DESIGN
b) SAMPLE DESIGN
c) DATA COLLECTION METHOD
d) DATA ANALYSIS PROCEDURE
A) RESEARCH DESIGN
A research design is the specification of method and procedure for acquiring
the information needed. It is the framework, which determine the course of action towards
the collection and analysis of required data. This framework is to ensure that the relevant
data are collected and it also implies that it is collected accurately in an economical
manner.
Research design has broadly been classified into following categories
1) Descriptive- The study is typically concerned with determining the frequency of a
particular phenomenon.
2) Casual research design – Casual research design is adopted in order to discover
and determine the cause and effect relationship.
SAMPLE DESIGN:
An ideally selected sample represents the whole universe. The bigger the size of a
sample, the more representative it is likely to be. But, both time and money are the major
constraints. Thus, a sample should never be too big as to be un-manageable nor too small
as to loose its representation. In sample design, following three aspects are highlighted:
- Determination of sample unit

- Determination of sample technique
- Determination of sample size
SAMPLING TECHNIQUES:
There are two main categories of sampling techniques – namely

Probability Sampling & Non Probability Sampling.
In probability sampling, each element of the population has known, non-zero chances of
being selected in the sample while non-probability sampling involves personal judgement.
For the present study, the techniques of convenience sampling (i.e. non-probability
sampling & random sampling is used.
C) DATA COLLECTION METHOD:
Usually, the method used to collect primary data was scheduled questionnaire
Keeping in view the nature of this study, questionnaire method was found to be
most effective. The questionnaire is structured i.e. it is presented having from question in
sequence, and non-disguised i.e. objective of the study is clear to the respondents.
D) DATA ANALYSIS:
The data was collected, tabulated, and interpreted and analyzed with a view to get
some useful information In order to make the study more comprehensive responses have
been presented with the help of various tables. Some diagrams have also been aided in
order to make the study clear and easily understandable.
In brief my research design is as follows: -

Target population- People of Bhiwani, Hissar, Bawani khera & Jevali who are using
the mobile phone services.
Sample unit- Consumers of mobile phone services

Sample Element- Houses, Offices, Shops, Colleges.
Sample size- 186
Study based on- primary data
Data collection instrument- Questionnaire
DATA ANALYSIS
&
INTERPRETATION
Demographic profile
Sex
Sex Frequency Percent
male 163 87.6

female 23 12.4
Total 186 100.0
Age
Age Frequency Percent

less than 20 20 10.8
20-30 100 53.8
30-40 24 12.9
more than 40 42 22.6
Total 186 100.0
Highest Level Of Education
Highest Level Of Education Frequency Percent
upto matric 14 7.5

intermediate 41 22.0
graduate 82 44.1
post graduate and others 49 26.3
Total 186 100.0
Profession
Profession Frequency Percent

student 55 29.6
serviceman 57 30.6
businessman 56 30.1
agriculture 18 9.7
Total 186 100.0
Family income per month
Family income per month Frequency Percent
upto 10000 46 24.7

10000-15000 48 25.8
15000-20000 52 28.0
more than 20000 40 21.5
Total 186 100.0
Background
Background Frequency Percent
urban 141 75.8
rural 45 24.2
Total 186 100.0
Marital status
Marital status Frequency Percent
Single 88 47.3
Married 98 52.7
Total 186 100.0
Mobile service you are using
Mobile Frequency Percent Valid Percent Cumulative Percent

service you
are using
airtel 43 23.1 23.1 23.1

bsnl 44 23.7 23.7 46.8
hutch 19 10.2 10.2 57.0
idea 35 18.8 18.8 75.8
reliance 13 7.0 7.0 82.8
tata 32 17.2 17.2 100.0
indicom
Total 186 100.0 100.0
Frequency
17% 0%
23%
airtel
7%
bsnl
hutch
idea
19% 24% reliance
10% tata indicom
BSNL is the most popular service provider followed by AIRTEL.
Activation Formalities Are Complicated
Mobile service you are using Mean

airtel 2.33
bsnl 3.32
hutch 2.84
idea 3.23
reliance 2.85
tata indicom 2.50
Total 2.85
Mean
3.5
3
2.5
2
Mean
1.5
1
0.5
0
airtel bsnl hutch idea reliance tata
indicom
The activation formalities of BSNL are the most complicated while that of AIRTEL is
least complicated
Network Range Is Not Good

airtel 1.72
bsnl
3.64
hutch
2.26
idea
2.46
reliance
2.92
tata indicom
2.56
Total
2.60
Mean
4
3.5
3
2.5
2 Mean
1.5
1
0.5
0
indicom
The network range of BSNL is not good as compared to others
Local call rates are economical

airtel 3.65
bsnl 3.91
hutch 3.21
idea 3.66
reliance 4.08
tata indicom 3.75
Total 3.72
Mean
4.5
4
3.5
3
2.5
Mean
2
1.5
1
0.5
0
indicom
The local call rates of all players are almost same but the call rates of reliance are most
economical.
STD call rates are high

airtel 3.42
bsnl 2.84
hutch 3.74
idea 3.46
reliance 3.69
tata indicom 3.34
Total 3.33
M ean
4
3.5
3
2.5
2 M ean
1.5
1
0.5
0
airtel bs nl hutc h idea relianc e tata
indic om
In case of STD call rates BSNL is the most economical one.

ISD call rates are economical
mobile service you are using Mean

airtel 2.81
bsnl 2.89
hutch 3.11
idea 2.94
reliance 2.54
tata indicom 3.03
Total 2.90
Mean
3.5
3
2.5
2
Mean
1.5
1
0.5
0
indicom
People do not have any clear idea about the ISD call rates because they don’t use it often.
Roaming charges are high
airtel 3.56
bsnl 2.57
hutch 3.95
idea 3.54
reliance 2.38
tata indicom 3.22
Mean
4.5
4
3.5
3
2.5
Mean
2
1.5
1
0.5
0
indicom
The highest roaming charges are charged by HUTCH,

while Reliance & BSNL are somewhat economical as compared to others.
SMS charges are economical

airtel 3.25
bsnl 3.5
hutch 3.05
idea 3.08
reliance 3.84
tata indicom 3.40
Total 3.32
4.5
4
3.5
3
2.5
M ean
2
1.5
1
0.5
0
indicom
The SMS charges are almost the same but the most economical are of
RELIANCE
Plan Option (Schemes) Are Inadequate

airtel 2.60
bsnl 3.25
hutch 3.15
idea 3.22
reliance 3.30
tata indicom 2.87
Total 3.02
3.5
2.5
2
Mean
1.5
0.5
0
indicom
AIRTEL is providing more variety of plan options (schemes) as compared to others.
Value Added Services Like Internet, Hello Tunes Are Costly
airtel 3.488372
bsnl 3.477273
hutch 3.263158
idea 3.742857
reliance 3.230769
tata indicom 3.34375
Total 3.467742
Mean
3.8
3.7
3.6
3.5
3.4
Mean
3.3
3.2
3.1
3
2.9
indicom
Value added services are most costly in case of IDEA. However HUTCH &
RELIANCE are somewhat economical in this field
I Have To Wait For Long When I Call To Customer Care

airtel 3
bsnl 4.38
hutch 2.78
idea 3.2
reliance 3
tata indicom 2.96
Total 3.33
5
4.5
4
3.5
3
2.5 Mean
2
1.5
1
0.5
0
indicom
Most busy network s of BSNL& hence the customers have to wait for long (sometimes
around 15-20 minutes) when they call to customer care office
Customer Care Executives Are Willing And Enthusiastic To Respond To Customer Request
Airtel 3.488372
Bsnl 2.863636
Hutch 3.526316
Idea 3.485714
Reliance 3.230769
Total 3.311828
4
3.5
3
2.5
2 Mean
1.5
1
0.5
0
indicom
Customer Care Executives of BSNL are not willing & enthusiastic to respond to
the customers, while all others are good in this field.
Customer Care Executives Are Able To Handle Customer Complaints Directly And Immediately
airtel 3.302326
bsnl 2.772727
3.263158
hutch
3.371429
idea
2.846154
reliance
3.40625
tata indicom
3.172043
Total
4
3.5
2.5
2 Mean
1.5
0.5
0
indicom
Customer Care Executives of BSNL & RELIANCE are not able to handle the
problems of customers properly
If Other Company Comes With A New And Cheaper Scheme, I Will Switch Over
airtel 3.186047
bsnl 3.113636
hutch 3.157895
idea 3.342857
reliance 2.923077
Total 3.150538
3.4
3.3
3.2
3.1
Mean
3
2.9
2.8
2.7
indicom
Customers of all service provider companies (except that of RELIANCE) are still looking
for cheaper facilities& hence will switch over to another company, which will come with
new cheaper schemes
Customer Care Executives Provide Personal Attention To The Customer
airtel 3.302326
2.568182
bsnl
3.052632
hutch
2.857143
idea
2.692308
reliance
2.84375
tata indicom
2.897849
Total
3.5
2.5
2
Mean
1.5
0.5
0
indicom
Customer Care Executives of any company doesn’t provide any kind of personal
attention to the customers
Customer Care Executives Provide Complete Information
airtel 3.348837
bsnl 3.090909
hutch 2.894737
idea 3.114286
reliance 3.461538
Total 3.247312
4
3.5
3
2.5
2 Mean
1.5
1
0.5
0
indicom
Customer Care Executives of TATA INDICOM, RELIANCE& AIRTEL are up to the

mark & provide complete information to the customers, while that of HUTCH &
BSNL are not able to do that.
Promotional Calls And Messages Are Quite Frequent And Often Disturbing
airtel 3.813953
bsnl 2.977273
hutch 3.473684
idea 3.485714
reliance 3.076923
Total 3.322581
4.5
4
3.5
3
2.5
Mean
2
1.5
1
0.5
0
indicom
Promotional Calls And Messages Are Quite Frequent And Often Disturbing in case
of AIRTEL, HUTCH & IDEA, while other players do it less frequently.
There Are Sufficient Customer Care Shops Of My Service Provider Company
airtel 3.674419
bsnl 3.045455
hutch 3.473684
idea 3.257143
reliance 3.692308

Total 3.413978
4
3.5
3
2.5
2 Mean
1.5
1
0.5
0
indicom
There Are Sufficient Customer Care Shops of TATA INDICOM, RELIANCE &
AIRTEL
Provide Services At Promise Time (e.g. Activation Of GPRS Etc.)
airtel 3.674419
bsnl 3.068182
hutch 3.631579
idea 3.485714
reliance 3.846154
Total 3.446237
4.5
4
3.5
3
2.5
Mean
2
1.5
1
0.5
0
indicom
All service providers companies provide services at promised time.
Sometimes Extra Charges Are Cut Without Information

airtel 3.395349
bsnl 2.931818
hutch 3.578947
idea 3.2
reliance 2.923077
Total 3.172043
4
3.5
3
2.5
2 Mean
1.5
1
0.5
0
indicom
The problem of cutting of extra charges without information is most frequent in case of
AIRTEL
Sim Cards And Recharge Coupons Are Easily Available

airtel 4.627907
bsnl 4.068182
hutch 4.105263
idea 4.142857
reliance 4.692308
Total 4.263441
4.8
4.7
4.6
4.5
4.4
4.3
Mean
4.2
4.1
4
3.9
3.8
3.7
indicom
Sim Cards & recharge coupons of all the service provider companies are easily
available.
Have you ever switched over from other service company in the past ?
yes no Total
mobile airtel 10 32 42
service you
are using
bsnl 16 27 43
8 11 19
14 21 35
hutch 2 11 13
idea 12 20 32
Total 62 122 184
yes
16% mobile service you are

19% using airtel
mobile service you are
using bsnl
3% mobile service you are
using hutch
26% using idea
23% using reliance
13% using tata indicom
The phenomenon of switching over to other companies is more prominent in case of

BSNL, followed by IDEA. The least frequency of this behavior is found in case of
AIRTEL customers
if yes, what was the reason
Reasons Frequency Percent Valid Percent Cumulative

Percent
Valid higher call 28 15.1 45.9 45.9
rates
poor network 17 9.1 27.9 73.8
poor service 11 5.9 18.0 91.8
others 5 2.7 8.2 100.0

Total 61 32.8 100.0
Missing System 125 67.2
Total 186 100.0
Percent
8%
18%
higher call rates
46% poor network
poor service
others
28%
The main factor behind switching over to other company is high call rates followed by
poor network range & poor services.
CONCLUSION
The following are the conclusions of our research project

1. 28% people use BSNL as there mobile service providing company.
2. BSNL has the most complicated activation formalities.
3.In case of poor range the BSNL is again on top.
4.Reliance is most economical in case of STD call rates.
5. For roaming the cheapest facility is provided by BSNL & reliance.
6. Airtel is with maximum number of plans.
7. BSNL customer care executives are very less interested in responding to the customers.
8. Students & unemployed people more frequently switch over again and again to the
companies with some cheaper rates.

SUGGESTIONS
&
RECOMMENDATIONS
1. BSNL should overcome the problem of poor network.

2. Airtel must pay attention towards the un- informed charge cuttings.
3. All the players should try for overall satisfaction instead of at one or
two points.
4.Instead of irritating promotional calls the companies should use
promotional sms with less frequency.
5. Company should concentrate on improving the customer care as customers
satisfaction should be at the priorities of the companies.
6. There is lack of BRAND LOYALITY among the customers , the companies

should use such type of plans those would help to retain the existing customers
& attracting new ones.
BIBLIOGRAPHY
BOOKS
1. Malhotra K Naresh (2005),” Marketing Research. An applied orientation, Fourth Edition , Prentice
Hall of India Pvt. Ltd.
2. Nargudkar Rajendra (2003), Marketing Research-Text & Cases, II nd Edition, Tata Mc Graw-Hill
publishing Company Limited.
3. Kothari CR, Research Methodology, Vishwa Prakashan Ltd , Second Edition , New Delhi.
4. Gupta SP (1997), “Statistcal Methods,” 9th revised edition, S Chand & Sons, New Delhi.
JOURNALS
1. Srikant A, “Cellular Mobile Industry Astudy”, The ICFAI Journal of services Marketing , March
2006,pp-21-35.
2. Sharna Shasikumar L & Chaubey S, “Consumer Behaviour towards Mobile Services Providers:
An Emperical Study,”The ICFAI Journal of Marketing Management, Vol VI, No.i,2007. PP 41-
50.
3. Sharma Kamal Etal , “BSNL: Ringing in change Connecting india.” The ICFAI University Press,
Vol III , No.3,2006, PP -65-83.
WEBSITE
1. www.trai.gov.in/consultationpapers_content.asp?id=25
2. www.bsnl.in/knowledgebase.asp?intNewsid=508227&strnews more=more.
3. TRAI consultation paper on Mobile number portability dated september 22,2006
4. www.visionRI.com/marketingresearchpapers/mobile/consumerbehaviour&marketingplanning.htm
l.
5. Http://www.reveries.com/reverb/revolver./mobile_phones/index.html.
ANNEXURE
Questionnaire
Hello sir/madam,
I am an M B A student and conducting a very prestigious marketing research project on “ To What extend the
customers are satisfied by the mobile service they are using & what are the reasons behind that. You are requested
to cooperate me by filling this questionnaire.
NAME ________________________________ SEX a) Male b) Female
AGE a) Less than 20 b) 20-30 c) 30-40 d) more than 40
HIGHEST COMPLETED LEVEL OF EDUCATION
a) upto matric b) intermediate
c) Graduate d) post graduate and others
FAMILY INCOME (PER MONTH)
1) upto 5000 b) 5000-10000 c) 10000-20000 d) More than 20000
BACKGROUND a) urban b) rural
MARITAL STATUS a) single b) married
Mobile service you are using ______________________________________________

(If more than one then specify which you use more often)
The followings are some questions about your mobile service company. Please tick the appropriate column out of
S.A – Strongly agree A – Agree U – Undecided D – Disagree S.D – Strongly disagree
S.n Statement S.A A U D S.D
o.
1. Activation formalities are complicated
2. Network range is not good
3. Local call rates are economical
4. STD call rates are high
5. ISD call rates are economical
6. Roaming charges are high
7. SMS charges are economical
8. Plan options( schemes) are inadequate
9. Value added services like Internet ,hello tunes are
costly
10. I have to wait for long when I call to customer
care
11. Customer care executive are willing and
enthusiastic to respond to customer request.
12. Customer care executive are able to handle
customer complaints directly and immediately.
13. If other company comes with new and cheaper
scheme I will switch over
14. Customer care executive provide personal
attention to the customers
15. Customer care executive provide complete
information
16. Promotional calls and messages are quite frequent
and often disturbing
17. There are sufficient customer care shops of my
service provider company.
18. Provide services at promise time (eg. Activation
of gprs etc.)
19. Sometimes extra charges are cut without
information.
20. Sim cards & Recharge coupons are easily
available.
21.(I) Have you ever switched over from other service company in the past ?
(a) Yes (b) No
(II) If yes, what was the reason ?
(a) Higher Call Rates (b) Poor Network
(c) Poor Service (d) Others-_____________________________
_________________________________________________________________
If there are any suggestions, you would like to give mobile service companies, Please
specify_______________________________________________________________________________________
____________________________________________________________________________________________
____________________________________________________________________________________________
_______
Thanks a lot

Mobile Net Serv PRVDR PRJCT

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PROJECT REPORT

“Study of satisfaction level of mobile phone

THE TECHNOLOGICAL INSTITUTE OF TEXTILE &

student of professional studies is compulsory to go through these type of project to find

TANEJA, Lecturer in Department of Management Studies, TIT&S, Bhiwani.”

We would like to express our deep sense of gratitude to “Mr. GIRISH

TANEJA” for their valuable guidance, inspiration and encouragement, we received

of project might not be possible.

We would also wish to acknowledge our gratitude to all respondents whose

sincere response helped us to accomplish the project.

(BENCH MARKER GROUP)

NEED FOR INFORMATION

OBJECTIVES OF THE STUDY

LIMITATION OF THE STUDY

DATA ANALYSIS & INTERPRETATION

MOBILE PHONE USAGE IN INDIA :-

NEED FOR INFORMATION

OBJECTIVES OF THE STUDY

 To find the satisfaction level of consumer of mobile service users.

 To know the reasons of dissatisfaction level of consumer of mobile service users.

- Determination of sample unit

There are two main categories of sampling techniques – namely

In brief my research design is as follows: -

Sample unit- Consumers of mobile phone services

Sex Frequency Percent

male 163 87.6

Age Frequency Percent

Highest Level Of Education

Highest Level Of Education Frequency Percent

upto matric 14 7.5

Profession Frequency Percent

Family income per month

Family income per month Frequency Percent

upto 10000 46 24.7

Total 186 100.0

Background Frequency Percent

urban 141 75.8

Total 186 100.0

Marital status Frequency Percent

Mobile service you are using

Mobile Frequency Percent Valid Percent Cumulative Percent

airtel 43 23.1 23.1 23.1

Total 186 100.0 100.0

Activation Formalities Are Complicated

Mobile service you are using Mean

Mobile service you are using Mean

Local call rates are economical

Mobile service you are using Mean

STD call rates are high

Mobile service you are using Mean

In case of STD call rates BSNL is the most economical one.

mobile service you are using Mean

mobile service you are using Mean

The highest roaming charges are charged by HUTCH,

SMS charges are economical

Mobile service you are using Mean

Plan Option (Schemes) Are Inadequate

mobile service you are using Mean

Value Added Services Like Internet, Hello Tunes Are Costly

mobile service you are using Mean

I Have To Wait For Long When I Call To Customer Care

Mobile service you are using Mean